PODCAST · business
Frictionless Innkeeper Podcast
by Steve Short
Interesting interviews with innkeepers and lodging experts, aimed to improve the challenging life of the independent innkeeper and lodging professional.
Episodes
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097: Creating a Unique Identity for Your Inn
Finding ways to differentiate your property can help turn an inn from simply a place to stay into a destination. Bruce and Emily Haupt, owners of The Landgrove Inn, Restaurant & Studio, share how they are bringing fresh ideas to a historic Vermont inn. They discuss modernizing operations…
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096: The Warm Cookie Effect: Creating Standout Guest Experiences
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...
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095: The Human Element Still Matters
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...
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094: Financing Strategies for Lodging Providers
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...
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093: Building a Lasting Legacy with Monique Greenwood, Owner of Akwaaba Bed & Breakfast Inns
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...
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092: A Practical Framework for Winning AI Search
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…
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091: Using AI to Save Time and Simplify Operations
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…
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090: Using Video to Bring the Guest Experience to Life
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…
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089: How AI Is Rewriting Travel Discovery
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...
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088: Cleveland Rocks with ALP Unlocked 2026 — A Preview with Sarah Gazi, CEO of ALP
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...
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087: Making Property Management Simple
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…
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086: Simple Ways to Delight Guests
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...
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085: Mastering Online Reviews
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…
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084: Top Tech Trends for Innkeepers
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…
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083: Better Together: The MWInns and MBBA Merger with Kerri Thiel, Randy Bangs and Mikki Suchomel
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...
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082: Mastering Revenue Management: The Art and Science of Pricing
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...
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081: Tactical and Practical Tax Tips
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...
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080: Achieving Work-Life Balance with Rebecca Gallagher, Founder of hozperity
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...
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079: Local Love: Travelers are Shifting Toward Unique, Family-Owned Stays
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…
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078: Increase Margins Through Direct Bookings
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...
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077: What to Do (and Not Do) Marketing-Wise When Selling a Property
Many owners dream of selling their properties for maximum value down the line. While operational efficiency is key, one critical aspect is often overlooked -- marketing. Chris Kelly, a seasoned consultant at White Stone Brokers, shares invaluable insights on why regularly auditing and optimizing...
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076: Louisville Awaits: A Sneak Peek at the 2025 ALP Conference with Sarah Gazi, CEO
What do the Kentucky Derby, hand-crafted bourbon, southern charm, a vibrant culture of arts, cuisine, and independent lodging all have in common? Louisville, Kentucky -- the host city of the 2025 ALP Conference & Marketplace taking place March 24–27. Sarah Gazi, ALP CEO, provides a preview of…
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075: Peeling Back the Layers for Better Marketing Decisions
Centralized online marketing tools are increasingly essential for independent lodging professionals, allowing innkeepers to focus more on their daily operations. Data Bing consolidates all marketing efforts and provides robust insights to make better decisions that drive more bookings. Matt…
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074: Protecting Transactions: Essential Payment and Cybersecurity Practices for Credit Card Processing
Data breaches and cyberattacks are growing challenges for the independent lodging sector, highlighting the need for property owners to safeguard their data. The right payment processing solutions can help innkeepers save money, streamline operations, and protect sensitive information. Wynn…
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073: Coming to Iowa: MWInns 2024 Conference & Trade Show Preview with Kerri Thiel and Randy Bangs
As the newly rebranded Midwest Association of Independent Inns (MWInns) continues to expand in the region and provide marketing value for its members, the organization is about to kick off its annual conference. Taking place December 3rd to 5th in Cedar Falls, Iowa, the Midwest Association of...
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072: Perseverance in Action: From Navigating Cease-and-Desist Orders to Successful Urban Property
In 2004, when Julie McAferty and her husband Blayne purchased a 1920s-era home in Seattle, WA they did not anticipate the obstacles that they would encounter. From facing cease-and-desist orders to navigating changes in local laws, their perseverance and advocacy for the lodging industry were key...
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071: Simplify, Connect, Grow: One B&B Owner's Secret to Success
The challenges of independent lodging professionals can be overwhelming. Sometimes innkeepers need to be reminded to simplify their approach and connect more effectively with guests in order to grow. Jan Smith, owner of Maple Cove Bed & Breakfast and the August House, shares how she has…
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070: Protect Your Lodging Business - Insurance Essentials
In today's uncertain world, the need for lodging insurance has become more critical for property owners. Though, lodging insurance is not always black and white. There are many often-unknown liabilities to consider. Thankfully, Mitch Pies of the Mitchell J. Pies Insurance Agency, which is part of...
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069: Top Strategies to Boost Your Property's Value
Whether you just bought a property or are looking to sell one, innkeepers should always focus on enhancing the value of their properties. Enhancing value is a critical component of any business strategy for independent lodging owners – and it is a continual process, as highlighted by Marilyn...
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068: Richard Aday, CEO of ThinkReservations
ThinkReservations, led by CEO Richard Aday, acquired Acorn Marketing in April 2024, and proceeded to launch its latest major offering, ThinkWeb, soon thereafter. Making a major acquisition and launching a new product around the same time required strong leadership to help ensure its success....
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067: State/Regional Spotlight: Midwest Association of Independent Inns
For state independent lodging associations to thrive, there's a need to be nimble and continually provide value to their members. The Wisconsin Bed & Breakfast Association recently rebranded itself as the Midwest Association of Independent Inns (MWInns) to expand its market to 13 Midwest states....
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066: From Anthropology to High-Quality American Made Bedding and Linens
Providing high-quality bedding and linens is a critical part of elevating the guest experience to ensure a dream-worthy stay. With a storied history in U.S.-based manufacturing since 1889, American Blossom Linens, a brand of bedding made by Thomaston Mills, is a pioneer in providing American-made...
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065: Designing Your Property to Maximize the Guest Experience with James Kuester of Küster Design
Often overlooked, having a professionally designed interior can make your property truly stand out, reflect your brand and maximize the guest experience. Starting out as a designer of home furnishings, James Kuester of Küster Design, transitioned his business to focus on interior design for the...
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064: Elevate the Coffee Experience for Your Guests with Small Batch Roasting
When it comes to elevating the guest experience, serving high-quality coffee can really make a difference. When Ann Brownell and Jeff Raybourn purchased the Cozy Cup Coffee Company in 2023, they had a vision of expanding their small batch roasted coffee beyond the walls of their coffee shop and...
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063: Money and Water-Saving Shower Heads from an Aerospace Engineer Turned Solopreneur
A number of years ago, aerospace engineer Craig Steele's frustration over a malfunctioning hotel shower head led him on a journey to design a better version of a device typically taken for granted. This quest led Craig to bootstrap Samson Shower Systems, which offers high pressure, water-saving...
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062: 2024 ALP Conference & Marketplace Preview
From hosting expanded educational events, enhancing partnerships, advancing regional efforts to increasing membership and launching a new website, it's been a busy first year for Sarah Gazi in her role as the CEO of the Association of Lodging Professionals (ALP). The must-attend 2024 ALP…
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061: Increasing Room Revenue Through Artificial Intelligence with Patty Sung and Chris McPherson of TakeUp
Artificial Intelligence (AI) has officially made its way into the hospitality industry with TakeUp, a recent start-up that offers a dynamic pricing platform which leverages the power of AI and machine learning to optimize room rates and increase revenue. Patty Sung, Founder and CEO at TakeUp; and...
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060: Maximizing Bookings Through Google Business Profile
Google Business Profile helps lodging professionals manage their business information across Google products like Search and Maps. In addition to ensuring that potential guests can find information about their property and eventually book, lodging owners can use their account to review traffic...
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059: Increasing Revenue Through Wedding Offerings
Independent lodging properties are ideal destinations for weddings and those that offer wedding services, regardless of size and complexity, can attest that they are an excellent source of revenue. There is a range of options for a property to consider when deciding to offer on-site wedding...
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058: State/Regional Association Spotlight: Michigan Bed and Breakfast Association (MBBA)
State and regional independent lodging associations play a vital role in promoting properties in their areas, as well as ensuring quality lodging standards and providing educational opportunities for members. As former innkeepers who had successes in owning two properties, Donna and Byron Cain...
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057: Creating Unique On-Property Experiences
During the COVID-19 pandemic, lodging professionals often needed to find creative ways to incent guests to stay at their properties. Some owners and managers did so by developing new on-property experiences for their guests which they had never offered in the past. Doug Bagnasco and Jim DeBlasi,...
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056: How We Doubled Bookings and Our Property's Value in Five Years
Marty and Carmel Etzel bought the Flag House Inn in Annapolis, Maryland, in 2017, with no prior experience or even informal knowledge of running a lodging business. In less than five years, they were able to more than double their bookings and sell the property for twice the amount they paid for...
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055: Why Professional Lodging Photography Matters
Nothing quite entices guests to book better than high-end, professional photos of your property. Rather than relying on your mobile device for taking amateur photos, there can be a significant return to your investment if you hire a professional. Tom Krueger is a professional commercial...
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054: The Future of ALP with Sarah Gazi, New CEO
The Association of Lodging Professionals (ALP) has undergone some significant changes recently, including bringing on Sarah Gazi as its new CEO, taking over for the former Interim CEO, E. Scot Fuller-Beatty. Sarah has been in association management for more than 20 years and she envisions shaping…
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053: The Unforeseen Impact of Google Travel on Bookings
Unbeknownst to many independent lodging professionals, Google Travel is playing a significant role in impacting booking by diverting potential guests from the Google Search into its online travel marketplace. Lisa Kolb, Owner and Co-Founder of Acorn Marketing, discusses everything property owners...
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052: Redesigning Your Property and Rejuvenating Your Lodging Career
Often the most significant business challenges can lead to true transformation. This was the case for Rita Sleys, owner and operator of the Rosemont Inn Bed & Breakfast, who found her business at a crossroads. In 2019, she sought out help from Randy Bangs, owner of Get Heads in Beds, which led to…
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051: How Travel Influencers can Increase Bookings for your Property with Travel Blogger Valerie Stimac
Working with a travel influencer may seem like something only larger hotel brands can afford. In reality, independent lodging properties can also leverage travel influencers to increase visibility for their area and bookings for their property. Valerie Stimac, a travel blogger and founder of...
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050: Enhancing Direct and Online Bookings with Ben Ollic, Sr. Digital Marketing Specialist, and Kyle Collins, Sales Representative of Q4Launch
Enhancing direct and online bookings is paramount for any hospitality provider. Success often comes down to taking advantage of modern, digital marketing strategies. For nearly 14 years, Q4Launch has helped property owners leverage multiple channels for driving additional revenue. Service…
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049: Accommodating Vegan Guests with Michele Salisbury, Owner & Chef of Salisbury House at Bethany Beach
It is estimated that there are more than 10 million vegans in the United States. For Michele Salisbury, Owner & Chef of Salisbury House at Bethany Beach, this presents an opportunity for differentiation – as her property offers three-course gourmet vegan breakfasts for guests. Michele discusses…
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048: Why the Guest Experience is Always Paramount, with Steve Short, Founder and CEO of the Frictionless Guest App
In a very unusual twist in the Frictionless Innkeeper podcast series, this special episode flips things around where the spotlight is being shown on Steve Short, Founder and CEO of the Frictionless Guest App. Samantha Irwin, owner of Kaizen Business Coaching and Consulting, interviews Steve about...
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ABOUT THIS SHOW
Interesting interviews with innkeepers and lodging experts, aimed to improve the challenging life of the independent innkeeper and lodging professional.
HOSTED BY
Steve Short
CATEGORIES
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Frequently Asked Questions
How many episodes does Frictionless Innkeeper Podcast have?
Frictionless Innkeeper Podcast currently has 96 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Frictionless Innkeeper Podcast about?
Interesting interviews with innkeepers and lodging experts, aimed to improve the challenging life of the independent innkeeper and lodging professional.
How often does Frictionless Innkeeper Podcast release new episodes?
Frictionless Innkeeper Podcast has 96 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Frictionless Innkeeper Podcast?
You can listen to Frictionless Innkeeper Podcast on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Frictionless Innkeeper Podcast?
Frictionless Innkeeper Podcast is created and hosted by Steve Short.
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