Frictionless Innkeeper Podcast

Great hospitality is about more than getting everything right. It is also about how innkeepers and their teams respond when things do not go according to plan.

In this episode, hospitality consultant Samantha Irwin, author of The Warm Cookie Effect: The Secret to Standout Hospitality, shares lessons from her experience revitalizing a historic hotel. She discusses building the right team, strengthening guest loyalty and turning mist...

Technology continues to reshape hospitality, but the personal connections that make guests feel genuinely welcomed and cared for remain just as important.

In this episode, Lucy Lewand, a hospitality consultant with Happy Hospitality Solutions, draws on more than 40 years in hospitality to explore the human side of the guest experience. She shares ways to create meaningful interactions throughout the guest lifecycle for maintaining ...

Finding the right financing can make the difference between growing your business and missing new opportunities.

Michael Oppel, Vice President and Loan Officer at Stone Bank, discusses government-guaranteed loan programs for independent lodging businesses, including SBA and USDA financing. He explains which options are best suited for acquisitions, renovations, expansions, and new revenue-generating projects, while sharing common b...

Building a successful lodging business requires more than great operations. It also requires a clear vision, authentic branding, and a long-term strategy.

Monique Greenwood, owner of the Akwaaba Bed & Breakfast Inns, shares lessons from more than 30 years in the lodging industry, including branding, authenticity, digital marketing, and building a lasting business.

We are very thankful to Monique for sharing her insights with us...

As travelers shift from traditional search to AI powered discovery, innkeepers need new ways to stay visible.

In this episode, Mike Lannen, Founder and AI Whisperer of Eternity, discusses how guest search behavior is changing and why GEO is becoming more important alongside SEO.

He shares practical ways properties can optimize their websites for AI search, answer guest questions more clearly, update third party profiles, and track ...

For innkeepers juggling endless tasks, AI can be a practical tool for bringing more clarity, organization, and efficiency to the day.

Liz Hamilton, founder of Maia Internet Consulting, discusses how independent lodging operators can use AI to streamline operations, sharpen their thinking, and save time. She shares practical ideas for writing better prompts, using AI as a thinking partner, organizing tasks and meetings, and finding ...

In a crowded market, strong visuals can make all the difference when it comes to capturing attention and turning interest into bookings.

Cody Harmon, owner and founder of Scratch Media discusses the value of high-quality photography and video for independent lodging properties. Visual storytelling showcases not only properties, but also the surrounding experiences that make a stay memorable. It can also serve as a concierge, giving...

As AI transforms how travelers discover their next stay, innkeepers need new strategies to stay visible and competitive.

In this episode, Kenny Ridgell, Founder of Ridge Media, discusses his upcoming ALP Unlocked 2026 presentation, titled The Zero Click Era: How AI Is Rewriting Travel Discovery (and What to Do About It). Kenny shares actionable tips for how innkeepers can best attract guests searching for their properties in today'...

The ALP annual conference has a new name and a new format focused on hands-on learning for ALP members, non-members and aspiring innkeepers. Welcome all to ALP Unlocked.

Sarah Gazi, CEO of ALP, discusses ALP Unlocked 2026, taking place March 2 to 5 in Cleveland, Ohio, the rock and roll capital of the world. This year's conference will provide tactical and practical insights to help innkeepers grow and sustain their businesses.

She ...

For many innkeepers, managing day-to-day operations can be overwhelming, but the right technology can make all the difference.

Gideon Stanley, CEO and Founder of GraceSoft, discusses how his company's cloud-based tools help streamline property management for hotels, B&Bs, motels, resorts, and more. He also highlights GraceSoft's new CRM solution, which brings powerful tools like two-way messaging, loyalty tracking, email market...

Even the smallest touches can make a big impact when it comes to guest satisfaction.

Based on their 2025 ALP Conference presentation, Peter MacLaren — owner and operator of West Hill House B&B in Warren, Vermont — and Rachel Paley — general manager at Saratoga Arms Hotel in Saratoga Springs, New York — share simple, high-impact ways innkeepers can go above and beyond for their guests.

We are very thankfu...

Online reviews can make or break a guest's decision to book, and how you manage them matters more than ever.

Marco DiDomizio, Broker and Consultant with Inn Advisors, and Dan Clark, owner of the Inn of the Turquoise Bear, share how innkeepers can turn reviews into a powerful marketing tool to build their brands and increase bookings.

Drawing from their 2025 ALP Conference presentation, they offer smart tips on earning better review...

What technologies should innkeepers be paying attention to in the years ahead?

From automation to personalization, the right tools can make a major difference in day-to-day operations and guest satisfaction.

Jim Leitch, owner of Hospitality Proz, discusses the top technologies shaping the future of independent lodging. Based on his presentation at the ALP 2025 conference, Jim shares insights into the tools and trends that can help ...

The Midwest Association of Independent Inns (MWInns) and the Michigan Bed & Breakfast Association (MBBA) have officially merged.

Kerri Thiel (Retiring Executive Director), Mikki Suchomel (Incoming Executive Director), and Randy Bangs (Board VP and Marketing Chair) discuss how this strategic move expands resources, strengthens advocacy, and creates new opportunities for regional growth.

We also highlight their first joint event,...

Pricing is one of the most powerful tools innkeepers have, but getting it right is both an art and a science.

Scot Fuller-Beatty, Founder of The Bold Collaboration, discusses how to master revenue management through smart pricing strategies and well-timed promotions. Scot also offers practical advice for crafting promotions that increase occupancy and drive profitability. 

We are very thankful to Scot  for sharing his ins...

Taxes might not be the most exciting part of running a property, but smart tax planning can be a game changer. 

In this episode, Tyler Otto, Owner and President of Specialized Accounting, provides often overlooked "tactical and practical" tax tips. We also had fun talking about tax planning and uncovering real-world tips you can apply right away.

We are very thankful to Tyler for sharing his insights with us. You can learn mor...

For many innkeepers, work-life balance can feel out of reach. Long hours, endless to-do lists, and the pressure of wearing all the hats takes a toll on both business performance and personal wellbeing.

That's why simplifying operations isn't just good business – it's essential to building a more fulfilling life.

In this episode, Rebecca Gallagher, Founder of hozperity, discusses how she helps independent lodging owners stream...

The quiet luxury trend that took off in 2024, where travelers sought more meaningful and authentic experiences, is shifting in 2025. This year, guests are choosing family-owned lodging for the warmth, connection, and comfort it offers.

Family-owned, independent properties are in a perfect position to meet this demand by creating stays that feel like home.

In this episode, Mandy Murry, founder of Hospitality Concierge, discusses how...

For independent lodging operators, direct bookings are the ultimate goal. Yet, many struggle with optimizing their online presence to achieve this.

Tarun Goyal, Founder & CEO of Simplotel, discusses how their Software-as-a-Service (SaaS) solutions are helping over 3,000 hotels worldwide improve their booking processes and maximize direct reservations. 

Now expanding into North America, Simplotel offers independent properti...