Frictionless Innkeeper Podcast

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's AI-driven world. We are very thankful to Kenny for sharing his insights. You can learn more at ridgemediallc.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.

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 also discusses the ALP Academy, a year-round education platform that extends learning beyond the event itself. We are very thankful to Sarah for sharing her insights with us. You can learn more about the ALP Unlocked 2026 at ALP Lodging. 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.

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 marketing, and guest profiles into one system connected to the PMS. We are very thankful to Gideon for sharing his insights. You can learn more at gracesoft.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.

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 thankful to Peter and Rachel for sharing their insights with us. You can learn more about West Hill House B&B at westhillbb.com and Saratoga Arms Hotel at saratogaarms.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.

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 reviews, managing negative feedback, and focusing on the platforms that matter most. We are very thankful to Marco and Dan for sharing their insights with us. You can learn more about Inn Advisors at innadvisors.com and the Inn of the Turquoise Bear at turquoisebear.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.

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 innkeepers improve efficiency and deliver better guest experiences. We are very thankful to Jim for sharing his insights with us. You can learn more about Hospitality Proz at the company’s LinkedIn page at www.linkedin.com/company/hospitality-proz. 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.

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, InnSight 2025, taking place October 26 to 28 in Holland, MI. We are very thankful to Kerri, Randy, and Mikki for sharing their insights with us. You can learn more about the MWInns at mwinns.com. You can also register to attend the conference at mwinns.com/mwinns-conference-trade-show. 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.

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 insights with us. You can learn more about The Bold Collaboration at theboldcollaboration.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.

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 more about Specialized Accounting at specializedat.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.

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 streamline operations, improve profitability, and reclaim their time. We are very thankful to Rebecca for sharing her insights with us. You can learn more about hozperity at hozperity.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.

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 small stays can deliver these high-touch experiences. She also shares her “Undercover Boss”-style approach to consulting and the other trends she’s seeing across the industry. We’re grateful to Mandy for sharing her insights with us. You can learn more about Hospitality Concierge at thehospitalityconcierge.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.

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 properties a better way to increase margins, reduce OTA reliance, and enhance the guest booking experience. We are very thankful to Tarun for sharing his insights with us. You can learn more about Simplotel at simplotel.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.

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 marketing strategies is essential. Not only can this boost your revenue, but it can also significantly enhance your property's overall market value. We are very thankful to Chris for sharing his insights with us. You can learn more about White Stone Brokers at whitestonebrokers.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.

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 what to expect at this year’s conference, which will host 50 educational sessions and lots of southern-themed networking and fun. We are very thankful to Sarah for sharing her insights with us. You can learn more about the 2025 ALP Conference & Marketplace at alplodging.org/conference-marketplace. 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.

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 Cooke, CEO of Data Bing, shares how this solution can optimize your online marketing. We are very thankful to Matt for sharing his insights with us. You can learn more about Data Bing at databingsolutions.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.

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 Salisch, Founder of Casablanca Payments, shares insights on payment processing and cyber hygiene. We are very thankful to Wynn for sharing his insights with us. You can learn more about Casablanca Payments at mpiprocessing.com/wynn-salisch-casablanca-payments. 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.

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 Independent Inns Conference & Trade Show will gather industry experts, vendor partners, and other innkeepers to explore issues, challenges, and opportunities to enhance the guest experience. We are very thankful to Kerri Thiel, Executive Director of MWInns; and Randy Bangs, who is the Board VP Marketing Chair of MWInns, for sharing their insights about the conference with us. You can learn more about the MWInns at mwinns.com. You can also register to attend the conference at mwinns-conference-trade-show. 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.

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 to their triumphs. Overcoming these obstacles early on, helped them master a strategic approach to running their business. As urban lodging owners, it soon became apparent that providing guests with personalized recommendations to local attractions was essential for creating memorable guest experiences. Their story serves as an inspiring example of how perseverance, local expertise, and advocacy can drive success in the ever-changing world of hospitality. You can learn more about the Greenlake Guest House at greenlakeguesthouse.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.

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 transformed her business by improving the experience of her guests, streamlining operations, and building stronger relationships with local businesses. We are very thankful to Jan for sharing her insights with us. You can learn more about the Maple Cove Bed & Breakfast and the August House at maplecovebandb.com.

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 Leavitt Recreation & Hospitality, can provide the right insurance policy to protect your property and business. We are very thankful to Mitch for sharing his insights with us. You can learn more about the Mitchell J. Pies Insurance Agency at lodgeandinninsurance.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.