Frictionless Innkeeper Podcast

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 a new direction for ALP through listening to its members and partners.  The organization has already been expanding its membership, with a stronger focus around community and collaboration. We spoke with Sarah, Scot, and Conference & Events Planner Erik Spence about the future of ALP, as well as the upcoming, can't-miss 2023 ALP Conference & Marketplace in Phoenix, Arizona, February 25th to March 1st. We are very thankful to Sarah, Scot and Erik for sharing their insights with us. You can learn more about ALP at alplodging.org. Our podcast is presented by the Frictionless Guest App, the digital concierge that helps your guests live like locals. To learn more, visit frictionlessguest.com.

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 need to be aware of about Google Travel for maximizing their bookings. Acorn Marketing offers a comprehensive strategy for helping property owners to re-think traditional SEO and create new revenue opportunities with Google Travel. We are very thankful to Lisa for sharing her insights with us. You can learn more about Acorn Marketing at acorn-is.com. Our podcast is presented by the Frictionless Guest App, the digital concierge that helps your guests live like locals. To learn more, visit frictionlessguest.com.

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 a renovation of her property, an update to the property's website -- and a complete re-focus on her approach to business. As a result, the property is thriving and has more than doubled its revenue. We are very thankful to Rita for sharing her insights with us. You can learn more about the Rosemont Inn Bed & Breakfast at rosemontinnbb.com. Our podcast is presented by the Frictionless Guest App, the digital concierge that helps your guests live like locals. To learn more, visit frictionlessguest.com.

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 Valerie & Valise, works with a variety of clients and offers an incredibly insightful perspective on how lodging professionals might best engage with travel influencers to benefit their property. We are very thankful to Valerie for sharing her insights with us. You can learn more about Valerie & Valise at velisemag.com. Our podcast is presented by the Frictionless Guest App, the digital concierge that helps your guests live like locals. To learn more, visit frictionlessguest.com.

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 offerings include marketing strategy development, web design, content development, search engine optimization (SEO), social media, paid ads, email marketing, lead generation, and revenue management. We are very thankful to Ben Ollic and Kyle Collins for sharing their insights with us. You can learn more about Q4Launch at q4launch.com. Our podcast is presented by the Frictionless Guest App, the digital concierge that helps your guests live like locals. To learn more, visit frictionlessguest.com.

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 her new vegan-only bed and breakfast, and how other lodging professionals can better accommodate their guests who are vegan. We are very thankful to Michele for sharing her insights with us. You can learn more about the Salisbury House at Bethany Beach at bethanybeachbb.com. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

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 the Frictionless Guest App origin story, Steve's love for B&Bs and why the guest experience is always paramount.   We are very thankful to Samantha for hosting this podcast. You can learn more about Kaizen Business Coaching and Consulting at kaizen.zone, and the Frictionless Guest App at frictionlessguest.com. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

In the lodging arena, an often overlooked and important aspect to enhancing a property's overall aesthetic is outdoor lighting.  Mike Glaeser, Field Support Consultant at Outdoor Lighting Perspectives, works with many properties to develop customized outdoor lighting solutions that can transform any location. Outdoor Lighting Perspectives is the number one low-voltage outdoor lighting provider in the United States.  We are very thankful to Mike for sharing his insights with us.  You can learn more about Outdoor Lighting Perspectives at outdoorlightingfranchise.com. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

The B&B Team provides real estate brokerage and consulting services in the lodging arena, and has its finger on the pulse of where the industry is headed. Eben Viens, the Owner of The B&B Team, works with a wide range of property owners and prospective innkeepers, and sees many younger buyers entering the market. Taking a page from boutique hotels, these property owners are challenging the status quo by selling experiences and creating memories – all great ideas to implement at any property. We are very thankful to Eben for sharing his insights with us. You can learn more about The B&B Team at bbteam.com. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

Supporting the entire guest journey, rezStream offers a wide-range of critical operational and marketing tools for lodging providers – from reservation software to booking engines, websites, and digital marketing. The company partners with its lodging customers to develop customized plans, as well as offers à la carte solutions. rezStream's property management software and marketing services position properties for long-term growth both in revenue and how they operate their business. We are very thankful to Christian Holmsen and Jeff Hebrink for sharing their insights with us. You can learn more about rezStream at rezstream.com. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

In 2006, Samantha Irwin bought the Historic Balch Hotel in the small town of Dufur, Oregon, an 18-room property devoid of furniture which had not been open consistently since the 1940's.  Over the next ten years, the former middle school teacher built a stellar reputation for the boutique property by training her staff to provide their guests with a phenomenal service experience. Now, as the owner of Kaizen Business Coaching and Consulting, Samantha leverages her unique educational and entrepreneurial background to help small business owners train their staff to enhance the service experiences of their customers.  Her high-energy, passionate approach and insightful suggestions for lodging professionals looking to improve their guest service offering makes this interview worth the listen! We are very thankful to Samantha for sharing her insights with us. You can learn more about Kaizen Business Coaching and Consulting at kaizen.zone. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

For Frictionless Innkeeper Podcast #43, Nathan Mayfield, Vice President of ResNexus, speaks about his company's extensive offerings for the lodging sector, how ResNexus helped property owners during the COVID-19 pandemic, and much more. ResNexus offers a comprehensive suite of solutions, which include a reservation/booking engine, property management system (PMS), website creation/hosting, digital marketing, payment processing, and a whole lot more. During the initial stages of the COVID pandemic, the company went all-out to help its customers to update their cancellation policies and has since developed its Worry-Free Bookings™ voucher program in response to guest and property needs. ResNexus is a customer-driven organization that provides a myriad of services to lodging professionals to help them ensure long-term success.  We are very thankful to Nathan for sharing his insights with us. You can learn more about ResNexus at resnexus.com. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

For episode #42 of the Frictionless Innkeeper podcast series, we speak with Mark Reichle, CEO of Select Registry, about his organization's 50th Anniversary Conference and Gala in Baltimore, immediately preceding the 2022 ALP Conference and Marketplace. For half of a century, Select Registry has created a network of properties that offer outstanding accommodations and one-of-a-kind experiences for lodging guests. For property owners, achieving the Select Registry “Distinguished Inn of North America” designation comes with many marketing and revenue-growth opportunities. On February 5th and 6th, Select Registry is celebrating its 50th anniversary with an exclusive membership conference and gala celebration dinner right before the 2022 ALP Conference and Marketplace in Baltimore. The event will offer a wide-range of educational and networking opportunities, as well as an awards program and a chance to connect with Select Registry board members. For Select Registry members, this event will further align and advance their connection to this special organization. We are very thankful to Mark for sharing his insights with us. You can learn more about Select Registry at selectregistry.com. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

In the lodging arena, it is common for Online Travel Agencies (OTAs) to charge between 15 to 20 percent on each guest booking. While this may be palatable for larger hoteliers, smaller properties can greatly benefit from a solution that provides direct and commission-free bookings. This is where bnbfinder comes into play. The company has evolved into one of the largest online B&B directories for travelers, with over 10,000 B&Bs and inns. Guests can book their stays directly through bnbfinder with properties paying no commissions, making it an ideal and cost-effective channel for enhancing overall bookings. We are very thankful to Tim Wilson for sharing his insights with us. You can learn more about bnbfinder at bnbfinder.com. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

For lodging professionals of all kinds, the ALP Conference and Marketplace is the go-to event of the year for educational opportunities for everything from sales, finance, marketing, operations to technology, and much more. This year, ALP has expanded the aspiring innkeeper portion of the conference to three days, and all attendees have the option to attend the main conference and marketplace. In addition, the event offers a wide-range of networking opportunities and social gatherings – culminating with three hours of entertainment, fun, open bar, and a Taste of Baltimore at the nearby American Visionary Arts Museum. We are very thankful to Kris Ullmer and Erik Spence for sharing their insights with us. You can learn more about the 2022 ALP Conference and Marketplace at alplodging.com/lodging-conferences-events. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

Marketing is a key differentiator in the lodging industry, and the true driver to securing new guest reservations. Though having the internal resources to manage every aspect of marketing can be challenging. Get Heads in Beds is a marketing and consulting firm that fills in these gaps for lodging professionals. As the name suggests, the firm is all about helping properties to drive up overall revenue through increased bookings. Unlike traditional marketing firms, Get Heads in Beds charges nothing up front, and is only compensated when new revenue comes in the door. We are very thankful to Randy Bangs for sharing his insights with us. You can learn more about Get Heads in Beds at getheadsinbeds.com. Randy is also the owner/innkeeper of the Stewart Inn, which you can learn more about at stewartinn.com. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

Lodging professionals can differentiate their offerings by the use of branded workwear to project an ideal brand image, reinforce a consistent guest experience, and bolster overall employee morale. Jim Snedicker and his team at Stock Mfg Co. are experts at the aesthetics of clothing for the hospitality industry. Since 2012, Stock has designed and manufactured custom workwear for some of the best bars, restaurants, and hotels in the world. With roots in the fashion industry, the company offers a wide-range of stylish branded uniforms, including shirts, blazers, light jackets, aprons, and baseball caps. We are very thankful to Jim Snediker for sharing his insights with us. You can learn more about Stock Mfg Co. at https://stockmfgco.com/. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop during their stay, allow guests to order their offerings, and communicate with guests through text messaging. To learn more, visit frictionlessguest.com.

Sometimes company origin stories can be the most inspirational, especially when an entrepreneur's love for travel translates into the creation of a next-generation property management and booking system. When Richard Aday was working as a computer engineer at Amazon in 2012, he went on vacation to Puerto Rico, and on the fly, he pitched the idea of a next-generation reservation system to the hotel manager, which would ultimately become ThinkReservations. We are very thankful to Richard Aday for sharing his insights with us. You can learn more about ThinkReservations at thinkreservations.com. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop, allow guests to order their offerings, and communicate with guests in many other ways. To learn more, visit frictionlessguest.com.

When it comes to creating a truly unique boutique property, it's vital to provide a one-of-a-kind luxury experience that is individualized, and offers local market flare for sophisticated travelers. Boutique Hotel Professionals helps boutique properties to gain this level of differentiation through its disciplined property management capabilities – which spans from experience curation to property development and management. We are very thankful to Paul Wegert and Jenifer Neptune for sharing their insights with us. You can learn more about Boutique Hotel Professionals at boutiquehotelprofessionals.com. Our podcast is presented by the Frictionless Guest App, a mobile app that lodging professionals provide to their guests so they can recommend unique local places to eat, play and shop, allow guests to order their offerings, and communicate with guests in many other ways. To learn more, visit frictionlessguest.com.

The secrets to successfully running a bed and breakfast can often be elusive, especially for aspiring innkeepers. Fortunately, Karen Thorne, the owner of the UK-based Bed and Breakfast Academy, provides a wide-range of tools, trainings and courses to enhance marketing, operations, and increase overall bookings for any innkeeper. As an innkeeper for 17 years, Karen brings a wide-range of knowledge and insights that help innkeepers succeed, and she now offers online courses in today's COVID-19 environment.

Being an innkeeper is a 24/7 job that can be all encompassing, where taking time off is a luxury that does not happen very often. Whether you need to attend an important event, supplement your existing staff during peak periods, or simply get away to recharge, the Interim Innkeepers Network connects innkeepers with experienced temporary staff across the United States and provides a seamless transition for a wide range of needs. This episode will certainly give innkeepers a sense of relief to know that there’s a trusted staffing service that can help in many situations.

It's often the unexpected things in life that can both challenge you, and provide a path to long-term prosperity. When Wendy Kelly and her husband acquired the Agate Beach Motel in 1990, they had zero experience in hospitality, and the property required massive renovations for it to even be guest ready. Fast-forward 31 years later, and the Agate Beach Motel is now an award-winning destination by the sea. Wendy and her husband parlayed their lessons learned to also owning the Wall Street Suites, a boutique property in Bend, Oregon that is ranked #1 in the region by TripAdvisor.

Sometimes location and timing can play a major role in gaining new guest bookings. For Trapper’s Rendezvous, this was the case when managers Emily and Matthieu Monnier noticed a rise in local guests during the summer 2020 days of the COVID-19 pandemic. This unique property is comprised of six spacious cabins, and sits on five acres in the heart of the ‘Gateway to the Grand Canyon’ in the Route 66 town of Williams, Arizona. Aside from being located within driving distance from Las Vegas, Phoenix and southern California, it also offers guests lots of outdoor activities, historical Native American sites, and socially distanced cabins. But increased bookings have not been solely due to luck, as Emily and Matthieu have focused heavily on enhancing the overall digital marketing for the property. This includes creating a more modern website, enhancing social media and email marketing, as well as securing a Vox feature and leveraging word-of-mouth.

Much has been covered in the media about millennial travel trends, but it’s not often that you get to hear directly from an influential member of this generation. Christa Freeland is certainly on the cutting-edge of travel in her role managing the Founder House Austin’s co-working and co-living property for entrepreneurs. As a millennial herself, Christa believes that this generation is very experiential, and they are seeking authenticity in all of their travel experiences. In addition, innkeepers should be open to seeking honest feedback from millennials, provide unique experiences, and be creative in their guest offerings.

In many ways, success in life comes down to following your passions, and working hard to turn that passion into a viable livelihood. For Wild Man Dan Tatarka and his wife, Terri Tatarka, the owners/innkeepres of WildManDan’s Beercentric Bed and Breakfast, success comes from their passion for beer and being around great people. After having careers in both fiber optical engineering and hospitality, Master Brewer Wild Man Dan and Terri decided to launch a unique beercentric B&B in 2015 in the Blue Ridge Mountains of Virginia, where they could offer specialized beer and accommodations for guests. As a result of this focus on their passions, WildManDan’s Beercentric Bed and Breakfast, has been named the “Best of Blue Ridge,” has a 50 percent re-booking rate, and has received enthusiastic press coverage from beer-oriented media outlets.

Known for its South by Southwest (SXSW) conference and festival, as well as its thriving music, food and culture scene, the city of Austin is a dream for young entrepreneurs, musicians and creatives. Though just as the COVID-19 pandemic upended the entire globe, Austin was also heavily impacted with SXSW being cancelled in early March, with travel restrictions making it difficult for people to visit this vibrant city. For the Adina Austin Bed & Breakfast, this was a challenging time, since the property officially opened in March right before SXSW – in anticipation of having full bookings during the festival and beyond. With the cancellation of SXSW, the owners of Adina Austin decided to get creative and partnered with entrepreneur Christa Freeland to offer a portion of the property as the Founder House Austin, which is a co-working and co-living place for entrepreneurs that opened in May.

The COVID-19 pandemic is having a varied impact on innkeepers around the U.S. In rural areas, there is plenty of activity – both from increased guest bookings and the buying and selling of inns – while urban environments are being challenged. There are also an increased number of prospective buyers looking to acquire rural properties, and start their lives as innkeepers away from larger cities. In addition, mortgage rates are ideal right now, and some smaller inns are being marketed to large families that aren’t looking to be innkeepers, but looking to live and work remotely in these properties. For Marilyn Bushnell and Eliot Dalton, who are innkeeping consultants and brokers working with property buyers and sellers, the COVID-19 pandemic has been an interesting time. They have a real “feet on street” perspective on the state of the marketplace, which they share in this podcast.

In the innkeeping world, it’s often assumed that things need to be done in a certain way. From serving breakfast to continually socializing with guests, these are all great things to do – though this may not be the ideal path for all property owners. For Jim Meade, the owner and operator of Bear Lodges, which is comprised of Bear Mountain Lodge, Bear Meadows Lodge, and 131 Main Street – three non-traditional B&Bs in the mountains of northern Pennsylvania – he chose to do things his own way. He is also the author of “No Cooked Breakfast,” a book that offers a practical guide infused with a personal narrative about his life before, during, and after opening his B&Bs. The book also offers guest feedback from their in-room journals – and it shares his philosophy about why he does not offer a cooked breakfast. The book also discusses how following your own passion can lead to success as an innkeeper.

With various U.S. states launching new COVID-19 guidelines for businesses to re-open, many innkeepers are developing strategies for opening their properties for the summer season. Providing guests with the utmost confidence that their properties are clean, disinfected and safe is paramount for innkeepers. And, traditional cleaning strategies are just not enough in these challenging times. As a pioneer in owning a chemical- and fragrance-free inn, Teresa Luttrell, the owner of Enliven Bed and Breakfast, provides a deep-dive take on what innkeepers can do to keep their properties safe for guests – from hard and soft surfaces, air, drains, and much more. Her kids have dubbed her the “Crazy Hygiene Lady” but we prefer to call her the “Queen of Hygiene.” Teresa also runs chemicalfreeinns.com, a new online information resource that provides information on the best cleaning and filtration products for innkeepers.

While many people don’t often think about bed bugs, they can be a tremendous nuisance for independent hotels and inns. And unfortunately, they are on the rise, with a logical reason for their exponential growth over the years. Between 1941 and 1982, the U.S. government launched a campaign to spray pesticides like DDT to manage mosquito populations to drive down the spread of West Nile Virus. This campaign also helped to eradicate the U.S. bed bug population. Unfortunately though, DDT had a negative impact on bald eagle populations, and the U.S. government halted this effort. As a result, between 1982 and 2001, there was a 500 percent increase in the population size, and during 2004 to 2011, we saw 13,000 percent increase. This tremendous growth was also a result of bed bugs spreading from more people traveling, both internationally and domestically, due to cheaper airfares available in the wake of 9/11. With more people flying during this time, there were more people staying in hotels, inns and home sharing offerings, making the spread even greater. Comprised of the top researchers and entomologists in this specialized arena, Bed Bug Advisor is the preeminent organization that provides the best informational resources for bed bug mitigation. According to Brian Ontiveros-Kersch, with Bed Bug Advisor, there is no “best treatment” when it comes to bed bugs. In this podcast, Brian provides detailed insights into the history of bed bugs, the psychological impact of bed bugs, the best mitigation strategies for innkeepers, and much more.

As the COVID-19 pandemic shutdown continues, innkeepers are presented with a rare opportunity to use this down time to enhance their marketing efforts to help expand awareness and drive future bookings. In this podcast, Kent Schnepp, CEO of Odysys, provides deep-dive insights into how innkeepers can develop marketing strategies to ramp up their businesses as the COVID-19 pandemic winds down. Odysys offers a software-as-a-service (SaaS) marketing and technology platform that helps innkeepers and independent hotels to significantly reduce their guest acquisition costs.

Founded in 2009 by Teresa Luttrell, Enliven Bed and Breakfast offers accommodations that are ideal for guests who are sensitive to chemical-laden cleaning and fragrance products. The idea for the B&B came about from Teresa’s decades-long challenges with Lyme disease, when she decided to create a refuge for medical travelers coming to the Seattle area for their respective treatments. The property offers highly filtered air and water, is annually tested for mold, and offers organic, non-GMO, gluten-free and dairy-free food for guests. Teresa also uses cutting-edge steam vapor systems for cleaning, and all bedding is made of organic and unbleached cotton. In addition, Teresa is launching a new online resource called chemicalfreeinns.com, which will provide a list of all chemical- and fragrance-free in the U.S., as well as have information on the best cleaning and filtration products. For episode #23 of the Frictionless Innkeeper podcast series, we speak with Teresa Molitor Luttrell, the owner of Enliven Bed and Breakfast. Located in Kenmore, Washington, Enliven Bed and Breakfast is a chemical- and fragrance-free inn, which is ideal for guests seeking out truly healthy accommodations. In this podcast, Teresa provides insights into how she has created a safe haven for patients, and chemically sensitive guests.

For many innkeepers, it can be challenging to balance day-to-day operations and be available to take all reservation calls from prospective guests. Missed calls can translate into lost revenue to competing lodging options. John Smallwood founded ExpressRez to address this very issue – to serve as an outsourced call center for Inns and B&Bs by handling all reservations and guest inquiries. When a call is received, an ExpressRez reservation specialist answers with the B&B’s unique greeting, as if guests are speaking directly with the innkeeper, and they are immediately provided detailed information about the property on their computer screens, to be able to answer typical questions from guests. The solution will officially launch this summer, is simple to use, and offers tremendous return-on-investment. Innkeepers only need to pay 89 cents per minute for the calls, and there’s no startup fees or long-term contracts. ExpressRez also has an easy-to-use software interface for innkeepers to provide details about their properties, and all invoices include the revenue generated each month. In addition to booking revenue for properties, ExpressRez takes calls from current guests regarding their questions and needs during their stays. This ultimately helps to enhance the guest experience, and boost overall TripAdvisor reviews. In this podcast, John provides more insights into the value of the ExpressRez service for innkeepers.

As we noted in Part 1 of our previous podcast interview, Monique Greenwood is a highly regarded innkeeper who developed the Akwaaba empire of five properties, and has parlayed this experience into an OWN TV reality show called “Checked Inn.” While most of us will never know what it’s like to have a reality TV show based on our work lives, Monique had this unique privilege with her Checked Inn TV show. Though this may seem glamorous on the surface, it actually required long hours of video shoots and Monique had to ensure that the televised content reflected the compassion that she truly has as an innkeeper, without allowing her guests to be used mostly for entertainment value. As a result, Checked Inn is not typical of most reality TV shows, where producers create environments of drama and conflict to occur. On Monique’s show, she often played the role of a therapist, and strove to continually help guests productively deal with their personal issues. Checked Inn also had a celebrity guest when award-winning R&B singer Peabo Bryson appeared in an episode, which created a star-struck moment for Monique’s husband Glenn Pogue. Checked Inn created what Monique calls the Oprah “halo effect”, where she says there was an increased interest and booking from guests wanting to stay at The Mansion at Noble Lane, where the show was filmed. While the show only ran for one season, Monique’s television career continues on today. She was featured on CNBC’s “Five Day Biz Fix,” on January 1st at 10 p.m. where she transformed the side-yard of her Brooklyn property into a luxury “glamping garden.” In part two of this podcast series, Monique discusses Checked Inn, and provides her philosophy behind continually offering the best experiences for her guests.

It’s not often that we find an innkeeper who has built a reputation to the level that attracted the attention of Oprah Winfrey. Monique Greenwood is a highly regarded innkeeper who developed the Akwaaba empire of five properties, and has parlayed this experience into an OWN TV reality show called “Checked Inn.” Prior to reaching these heights of innkeeping success, Monique started her career in journalism and achieved her dream of being the editor-in-chief of Essence Magazine. In 1995, she decided to move into the innkeeping arena, and realized that real estate investments were the key to success. With her business plan tied to her overall lifestyle plan, she ultimately wanted to own properties in areas around the U.S. that she loved. She started with the first Akwaaba property in Brooklyn, and eventually used its increased equity value to help fund the acquisition of four other properties in the U.S. Today, there are Akwaaba inns in Brooklyn, NY; Washington, D.C.; Bethany, PA; Philadelphia, PA; and Cape May, NJ. The property in Bethany PA, called The Mansion at Noble Lane, is the “crown jewel” for Akwaaba, and ended up being the location for the “Checked Inn” reality show. It was built and formerly owned by the Woolworth family, and carries significance for Monique that goes beyond its incredible architecture. As an African American business leader, owning a mansion that is connected to a company that would not serve her grandmother during segregation is a reminder of how much she has overcome and achieved in her career. In this podcast, Monique discusses her background, the growth of the Akwaaba Bed & Breakfast Inns, her book titled, “Having What Matters: The Black Woman’s Guide to Creating the Life You Really Want,” and much more.

Monica Edwards began her career as an innkeeper somewhat unexpectedly in 1997, when she and her husband opened the Morehead Manor Bed & Breakfast in Durham, North Carolina. Almost immediately, she chose to become involved with associations dedicated to helping the B&B industry and has continued to be a significant contributor to that cause ever since. Monica continues to run Morehead Manor, while now also devoting her time to the African American Association of Innkeepers International (AAAii). Though only about one percent of all inns are owned by African Americans, AAAii is contributing to the success of existing owners and helping to build a community of aspiring innkeepers of color, with Monica at the helm. In her 20-plus years as an innkeeper, she has learned that the guest experience is all about interacting with travelers through the entire booking process and sees herself as an ambassador for the Durham region. She excels at her craft, as is proven by her longevity and the fact that more than 90 percent of her guests book directly through the Morehead Manor website. In this podcast, Monica discusses her career as an innkeeper, the mission of AAAii, how the role of B&B associations has evolved, and more.

When people think of innkeepers, an image often comes to mind of a couple leaving the grind of the big city to own, operate and live at their property. While this is often the case, there has recently been a rise of investors/innkeepers that are purchasing and renovating unique properties, some of whom don’t live on-site or manage the day-to-day work. For individuals taking this path, many don’t come from hospitality backgrounds, and need the right guidance for helping them make sound decisions to develop unique boutique/upscale properties that generate a solid return on their investment. Linda Hayes lends her highly-experienced advice to these complex start-up ventures to enable investors/innkeepers to develop successful properties. She also provides consultation services to aspiring innkeepers searching for existing properties and existing innkeepers looking to improve operational systems, marketing, and the selection/development of support staff. In this podcast, Linda discusses the various consulting services she provides, the rise of investors/innkeepers, and how the lodging arena needs to move beyond being “merchants of sleep” to focus on providing quality guest experiences.

Remaining competitive in the innkeeping arena is no small challenge, especially in the face of multiple accommodation offerings, and Airbnb growing in popularity. However, now is actually a great time for innkeepers to adapt to the changing tourism landscape by pursuing new revenue streams. For example, rather than swimming against the tide of short-term rentals, innkeeping consultant Megan Smith suggests that many innkeepers consider embracing this change by putting some of their rooms on the Airbnb platform. She also asserts that there are many great strategies that can help innkeepers greatly improve revenue generation. These include hosting events, mixers, concerts, and weddings, as well as partnering with golf courses, transportation providers, wineries, museums, and art galleries on referral arrangements. Another idea is to co-brand and sell local products, as well as focus on your passions – offering surfing lessons as an example. In this podcast, Megan, who also co-owned and operated The Vermont Inn for 13 years, and served as Vermont’s State Tourism Director, discusses how innkeepers can increase their revenues, improve their operations, and remain competitive.

The Association of Independent Hospitality Professionals (AIHP) is a nonprofit organization that represents, supports, educates, and advocates for independent hospitality professionals to enhance their personal satisfaction and business success. Founded in 2015, AIHP has seen phenomenal growth over the last four years with Rob Fulton as its CEO and continues to gain traction as a key voice for independent lodging. Last year, the organization issued its in-depth “B&B’s UNBOUND – The State of B&B’s in the U.S.” study, and is gearing up to launch 2019 version of this study. The updated report will dive deeper into topics around everyday operations, occupancy levels and financial efforts at B&Bs – to allow AIHP members to benchmark and compare their businesses to their peers. AIHP is also working to help B&Bs best manage some of the most significant changes impacting the future of the industry. For example, the organization is continually seeking to level the playing field for B&Bs with it comes to short-term rental providers, as well as providing educational resources to help properties enhance direct bookings. In this podcast, Rob shares insights into the upcoming State of B&Bs Study, the future of the industry, and how owning the localized guest experience is important.

The southern United States has some of the most interesting and colorful aspects of our nation’s history. The Biltmore Greensboro is a prime example of a property that took on many lives – from being an office, apartment building and even a location for making illegal moonshine. In the 1960s, the property underwent a facelift and became the Greenwich Inn with female and male quarters. For every two male guests, they had a butler and there was a maid for every two female guests. The property became a popular destination for notables like Clark Gable, Richard Nixon, Gloria Vanderbilt, Elvis Presley and others. Now the 26-room historic landmark is the only independently-owned and operated boutique hotel in downtown Greensboro. This storied past and a history of top-notch service to guests lives on today through the efforts of GM Brian Coleman. And while he always pushes a high human-touch service approach – removing automation and technology that gets in the way of interacting with guests – Brian has recently become a passionate user of the Frictionless Guest App. In this podcast, Brian shares details about his service mentality and why continually pleasing guests is vital to the success of a boutique hotel like The Biltmore Greensboro.

The Association of Independent Hospitality Professionals (AIHP) is a nonprofit organization that represents, supports, educates, and advocates for independent hospitality professionals to enhance their personal satisfaction and business success. Founded in 2015, AIHP has seen phenomenal growth over the last four years with Rob Fulton as its CEO and continues to gain traction as a key voice for independent lodging. In 2018, the organization issued its in-depth “B&B’s UNBOUND – The State of B&B’s in the U.S.” study, which focuses on how independent hoteliers and B&Bs fit into the larger travel industry. In the face of the impact of OTAs and short-term rentals, the study found that the sector is actually growing overall, despite these disruptive trends. In late March of this year, AIHP held its highly successful 2019 Knowledge Sharing Summit & Marketplace in Cincinnati. With events like this, a forward-thinking belief that technology and innovation is essential for helping innkeepers enhance the guest experience, and its commitment to educate its members, the organization is positioned to continue playing a key role in representing the independent hospitality sector for many years to come. In this podcast, Rob shares insights into the mission of AIHP, its annual 2019 Summit, and key sector trends.

The secret sauce to being an award-winning B&B often comes down to a wide-range of ingredients. From achieving positive online reviews due to continually pleasing guests to becoming heavily involved in area chambers of commerce to being environmentally friendly, the West Hill House B&B checks off all of the boxes. As a result, the Vermont Chamber of Commerce recently named Peter MacLaren the 2019 “Innkeeper of the Year.” This is quite a tremendous accolade because there are more than 400 B&Bs and boutique hotels in Vermont, and the state is internationally known for being a destination for travelers seeking an off-the-beaten-path inn experience. In addition, Peter and his wife Susan focus on providing guests with insider knowledge on all of the skiing, restaurants, cheese makers, rafting, craft beer festivals, and other outdoors activities in the area. They also offer group breakfasts, which create opportunities for guests to get to know each other better. In this podcast, Peter shares his innkeeper story, and how they offer an award-winning guest experience.

When getting into the B&B business, it’s all too easy to get caught up into the romantic vision of being an innkeeper in a bucolic place far away from the hectic pace that dominates life in major urban areas. To be an aspiring innkeeper, the key is understanding if this business model actually works for you, and if so, develop the right strategies for ensuring long-term success. By taking off the “rose-colored” glasses, prospective innkeepers understand the realities behind running a successful inn or B&B. Tim Piper offers in-depth business valuation and processes that help both B&B buyers and sellers either find, or sell, their properties. He also offers his popular Aspiring Innkeeper seminar series to help prospective buyers to fully understand how to succeed in this business. In this podcast, Tim provides detailed insights into the consultancy services he offers for both B&B buyers and sellers.

As with other corporate professionals entering the innkeeper arena, there is much to be drawn from prior work experiences that can help to differentiate a property on many levels. For Wendy Collins and Laura Shaddock, this means fully leveraging technology for both pleasing guests, and effectively running The Mission Inn. After acquiring the property in 2016, Wendy and Laura quickly automated pre- and post-stay emails that provide insights on their favorite events around town, and encourage guests to leave positive online reviews, respectively. They also use a new cloud-based guest booking engine that allows them to manage guest bookings from their mobile devices. In addition, Wendy and Laura have expanded their 2,000 Facebook followers into Instagram, which allows them to appeal to younger guests. The property also has an email database of more than 5,000 people for their ongoing e-blasts, which have an open rate of 40 to 45 percent – whereas the industry email open rate is only 10 percent. Another way The Mission Inn differentiates itself is through its in-house concert series – where they have top musical talent perform at the property. Wendy and Laura use these concerts as a great way to draw people to the property during the winter months, and it enhances overall word-of-mouth marketing – with people actually booking their stays when there is a concert. As a result of these efforts, The Mission Inn has built a loyal following, which allows them to do 100 percent of their bookings direct – without needing to rely on OTAs. In this podcast, Wendy shares her innkeeper story, and how they truly focus on providing specialized guest experiences.

While we assume that all innkeepers own and operate their properties, there are B&Bs out there that rely on outsourced talent to manage the day-to-day work. This is the case with the Wallingford Victorian Inn, which is a property that is taking advantage of a talented young professional who has a deep passion for hospitality and pleasing guests. For the past two years, Kenni Ball (who is currently 25 years-old) has managed the property for the owners, but she is not your run-of-the-mill employee. Since the age of 13, she has worked in the B&B arena, and officially became an innkeeper at the ripe old age of 19. She also did a brief stint at a larger hotel, but found the B&B lifestyle more suited to her personality and work style. As a result, she enjoys interacting and helping Wallingford Victorian Inn guests to build great memories from their stays, and be the face of the property. She also believes that her real world experience – as opposed to studying hospitality in a university setting – has allowed her to better advance her career. In terms of growth, she ultimately wants to own and operate her own B&B. In this podcast, Kenni shares her innkeeper story.

In having conversations with other innkeepers, we have learned that property owners can come from a variety of professional backgrounds, and some bring a wide range of business experiences that can be leveraged successfully in the B&B arena. Former marketing communications and financial services executives, Isabelle and Karim Houry are great examples of this. When these professionals decided to leave the corporate world but weren’t sure what type of business to pursue, they took a business-like approach to help them decide to become innkeepers. Their business background also helped them use an analytical and strategic approach in determining which property to buy and operate. This led them to Woodstock, Vermont and the purchase of the Woodstocker B&B in March 2018. After a brief apprenticeship at another B&B and then opening last summer, the couple dove right into the local community and fully embraced their new professional lifestyles. For example, they have designed specialized, season-specific guest experience packages for hiking and other outdoor activities, and are involved with the Woodstock town council regarding policies for short-term rentals. They have also developed a strategy for effectively using Airbnb and OTAs to improve their booking volume and revenue stream.

Innkeepers often come from diverse backgrounds and Linda Smith is a prime example of a professional who underwent the transformation to becoming an innkeeper, bringing with her a high level of business savvy. As a former telecommunications executive, her previous experience provides her with the skills to effectively market and manage her property, as well as to help influence legislation to positively impact her industry. She has been involved with the recent legislation in Baltimore that requires hosts using short-term rental platforms to register with city authorities and pay the equivalent of a hotel tax on Airbnb-style stays. Linda notes that the main goal of the legislation is to prevent investors from offering a large number of properties on Airbnb, HomeAway and other websites. As we highlighted in a former podcast interview, these types of home-stay offerings can damage communities – with South Haven, Michigan, being a prime example. She also discusses the realities of using OTAs to bring new guests to her property while working toward getting return guests to book directly. In this podcast, Linda shares her candid insights into Baltimore’s new legislation and how she uses OTAs to her best advantage.

A major component for developing a brand vision for any inn comes down to determining your ideal guest demographic. While it may sound cliché, different generations have personality traits, spending power, and guest preferences when they stay at independent properties. Elaine Herbert finds that Millennial guests at the Yelton Manor Bed & Breakfast are ideal. She feels that these guests are trouble-free, respect policies and boundaries, and are warm and friendly overall. Conversely, she feels that Baby Boomers are not a perfect fit for her property, and have more specialized needs and demands. In this podcast, Elaine shares her candid insights into why Millennials are the perfect guest for her property.

The impact of Airbnb on both innkeepers and their communities is not always apparent to most people, since much of the media focuses on how larger hoteliers deal with this competitive landscape. The reality is that Airbnb can negatively affect innkeepers and communities throughout the world. As Elaine highlights in this podcast interview, the home-sharing provider has both challenged her B&B’s ability to thrive and had dire consequences on her community of South Haven, Michigan, where she and her husband have lived for more than 30 years. The arrival of Airbnb has impacted South Haven in many ways — incentivizing long-term residents to sell their homes to investors, decreasing tax revenues in various forms, creating a tenuous and sometimes threatening local political atmosphere, and causing overcrowding by visitors with a penchant for partying — ultimately resulting in what Elaine describes as a true “battle for the soul of the town.” In this podcast, Elaine shares her candid insights into how Airbnb’s home-sharing approach has changed the face of South Haven and impacted tourism-based communities around the world.

For many innkeepers, dealing with OTAs can be both a blessing and a curse. While these channels can help provide more booking opportunities, they often come with a price, which includes high commissions, lack of direct access to guest information, a slow payment cycle, and bookings coming from fraudulent credit cards. On a more positive note, OTAs have the marketing resources and guest search traffic to help enhance overall bookings – especially during slower times of the year. Debbi has a great amount of experience dealing with these issues and opportunities since 2010. In this podcast, Debbi shares her candid insights on utilizing OTAs to the maximum benefit of innkeepers.

Innkeepers are often very interesting people, with many having previous careers that make the most exciting of corporate jobs seem mundane. Tom Werman, the owner and operator of Stonover Farm in Lenox, Mass., is a prime example of this type of innkeeper. He is a former A&R record executive – who produced 52 albums – and is associated with some of the biggest names in rock ‘n’ roll that include Cheap Trick, Boston, Ted Nugent, Mötley Crüe, and REO Speedwagon. In the early 1990s, the music landscape changed, and Tom found himself at a crossroads. Rather than embracing the new Seattle grunge sound at the time, he decided to leave his life as a record producer in Los Angeles, and moved to Lenox to establish and run a luxury B&B. Today, Stonover Farm is an award-winning property that is less than a mile from Tanglewood and other attractions in the Berkshires. The property offers all of the beauty and serenity of a country inn, while providing all the conveniences of a first class urban hotel. In this podcast, Tom Werman shares his story about moving from being a music producer to being an innkeeper.