For episode #24 of the Frictionless Innkeeper podcast series, we speak withKent Schnepp, CEO of Odysys,who provides marketing strategies and tips for innkeepers as the COVID-19 pandemic begins to wind down.
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.
About Odysys and its offerings for innkeepers. (1:09)
The 3 things innkeepers can do now to improve their marketing and drive future bookings. (2:05)
How and why Foundational Marketing is critical for innkeepers. (6:19)
Why innkeepers should seek out co-marketing opportunities with businesses in their areas. (17:08)
The right email marketing strategies as COVID-19 winds down. (23:19)
Why now is the ideal time for innkeepers to learn new marketing skills or better use their existing marketing tools. (26:51)
How Odysys works with its innkeeper customers to help improve their overall marketing performance. (34:22)
Kent’s perspective on what the future holds for the travel sector when restrictions are lifted. (36:00)
We are very thankful to Kent for sharing his insights with us! You can learn more about Odysys by visiting their website. The company also offers a wide-range of marketing resources and guides to help innkeepers get a head start on getting back to normal.
For episode #23 of the Frictionless Innkeeper podcast series, we speak with Teresa 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.
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.
In this podcast, Teresa provides insights into how she has created a safe haven for patients, and chemically sensitive guests.
Teresa’s background, her experience with Lyme disease, and how the idea for Enliven Bed and Breakfast came about. (1:07)
A detailed look at all of the chemical-free aspects of the property. (4:12)
The typical kinds of guests that visit Enliven Bed and Breakfast. (7:21)
What other innkeepers can learn from Enliven Bed and Breakfast when it comes to being safe and chemical-free. (11:29)
More about the vapor cleaning system that Teresa uses for advanced cleaning of her property. (17:24)
How other innkeepers can be more considerate to guests by using cleaning products without fragrances. (19:49)
Insights into the mission behind Teresa’s efforts with chemicalfreeinns.com. (23:53)
An interesting anecdote about a current guest who has autism, who has seen an incredible turnaround in his health at the property. (32:54)
We are very thankful to Teresa for sharing her insights with us! You can learn more about Enliven Bed and Breakfast by visiting their website.
For episode #22 of the Frictionless Innkeeper podcast series, we speak with John Smallwood, Founder and CEO of ExpressRez, a specialized and simplified voice reservations service for Inns, B&Bs and vacation rental management companies.
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:
John’s background in the hospitality arena. (1:08)
How John’s Travel Outlook parent company laid the foundation for the ExpressRez call center solution for Inns. (2:17)
How ExpressRez is different thanTravel Outlook, and why it’s ideal for innkeepers. (5:01)
Why it’s easier for innkeepers to use ExpressRez rather than taking reservation calls on their own. (7:05)
Details about the pricing structure of ExpressRez for innkeepers. (11:43)
Why ExpressRez can help replace the use of OTAs. (15:50)
How ExpressRez uses an inn’s booking system for tracking ROI. (17:32)
We are very thankful to John for sharing his insights with us! You can learn more about ExpressRez by visiting their website.
For episode #21 of the Frictionless Innkeeper podcast series, we speak with Monique Greenwood, Owner/Innkeeper of Akwaaba Bed & Breakfast Inns and star of the television reality show “Checked Inn” on the Oprah Winfrey Network (OWN). In Part 2 of a two part podcast, she discusses her reality TV show, how she defines the guest experience, and much more.
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.
How the Checked Inn TV show came about for Monique. (1:15)
What it was like filming a reality TV show for Monique, her family and staff. (3:00)
How Checked Inn was not like a typical reality show because it focused more on healing and a human element. (7:40)
Insights into the TV story line around Monique’s daughter not getting into the family business. (9:17)
What it was like to have Peabo Bryson appear in an episode. (10:48)
Monique’s appearance on CNBC’s “Five Day Biz Fix.” (18:31)
How Monique defines the guest experience, and what strategies she has used to improve it. (21:28)
The most important questions she would ask a leading expert/consultant in the B&B industry. (24:23)
Age demographics for guests who stay at Akwaaba properties and how they are trending. (26:44)
We are very thankful to Monique for sharing her insights with us! You can learn more about Akwaaba Bed & Breakfast Inns by visiting their website.
For episode #20 of the Frictionless Innkeeper podcast series, we speak with Monique Greenwood, Owner/Innkeeper of Akwaaba Bed & Breakfast Inns and star of the television reality show “Checked Inn” on the Oprah Winfrey Network (OWN). In Part 1 of a two part podcast, she discusses her personal and professional journey, how she built the Akwaaba empire of luxury properties, and much more.
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.
Monique’s background and how she came to be an innkeeper. (1:07)
About Monique’s strategy for owning Akwaaba inns, and more about the properties. (2:05)
How Monique made the transition from being a journalist to innkeeper. (10:07)
Insights into her “Having What Matters” book, and how it has guided her success. (16:39)
More about The Mansion at Noble Lane, and the newer Philadelphia property. (19:26)
We are very thankful to Monique for sharing her insights with us! You can learn more about Akwaaba Bed & Breakfast Inns by visiting their website. Stay tuned for Part 2 of this podcast, where Monique discusses “Checked Inn,” as well as her philosophy regarding enhancing the guest experience.
For episode #19 of the Frictionless Innkeeper podcast series, we speak with Monica Edwards, owner/innkeeper of Morehead Manor Bed & Breakfast in Durham, North Carolina, and Director of the African American Association of Innkeepers International. She discusses her experiences of being a B&B owner for more than 20 years, as well as her involvement with various innkeeper associations during that time.
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.
Monica’s background and how she came to be an innkeeper. (1:03)
What she learned in her research about B&Bs prior to purchasing the Morehead Manor Bed & Breakfast. (2:30)
Some details about the Morehead Manor property. (3:19)
Insights into Monica’s work with various associations. (5:09)
How B&B associations have moved towards providing advocacy. (5:45)
All about AAAii and the organization’s mission. (10:21)
How Monica defines the guest experience, and what strategies she has used to improve it. (16:00)
Current innkeeping topics that are most important to Monica. (19:30)
Age demographics for guests who stay at the Morehead Manor Bed & Breakfast and how they are trending. (22:08)
We are very thankful to Monica for sharing her insights with us! You can learn more about the Morehead Manor Bed & Breakfast by visiting their website. You can also learn more about AAAii here.
For episode #18 of the Frictionless Innkeeper podcast series, we speak with Linda Hayes, a renowned innkeeping consultant with ijk Partners, an affiliate of the B&B team. She discusses creative investor/innkeeper start-ups, the opening of new boutique/upscale lodging properties, strategies for hiring General Managers, and her perspective on emerging innkeeping industry trends.
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.
Linda’s background and how she has worked “full circle” in her initial career and the innkeeping world. (1:00)
A rundown on the types of consulting services that Linda offers for investors/innkeepers and aspiring innkeepers. (3:15)
Insights into her work with investors/innkeepers and how her experience owning and selling the Inn at Riverbend in Pearisburg, Virginia. (5:04)
How Linda works in helping with the design, zoning/planning, and re-use of older structures that transform into lodging offerings. (8:57)
The services Linda provides that enhance overall operations for property owners. (16:36)
Insights into hiring GMs and partial exit strategies for innkeepers to bring staff to free up their time and resources. (20:40)
Where Linda sees the innkeeping industry heading, the rise of Gen A, and how today’s travelers are seeking out unique experiences. (26:46)
We are very thankful to Linda for sharing her insights with us! You can learn more about Linda’s consulting services, by visiting her website.
For episode #17 of the Frictionless Innkeeper podcast series, we speak with Megan Smith, a renowned innkeeping expert and consultant, as well as the host of the popular “Inside Innkeeping” podcast series. She discusses how innkeepers can increase revenues, improve operations, and remain competitive.
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, Megan 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:
Megan’s background in the innkeeping industry. (1:05)
Insights into Megan’s consulting work. (2:40)
How innkeepers can leverage Airbnb. (4:23)
Other consulting services and ideas Megan has shared with innkeepers to improve operations. (7:14)
Some creative ideas and advice for innkeepers to improve their revenue. (11:20)
Insights into how weddings can help drive additional revenue. (15:38)
How to secure partnerships with local businesses to create revenue opportunities. (19:32)
·Why this is a good time for innkeepers to be creative and focus on differentiating themselves. (24:03)
We are very thankful to Megan for sharing her insights with us! You can learn more about Megan’s consulting services, by visiting her website.
For episode #16 of the Frictionless Innkeeper podcast series, we speak with Rob Fulton, CEO of the Association of Independent Hospitality Professionals (AIHP) about the upcoming AIHP 2019 State of B&Bs Report and the future of independent hospitality – in part two of this two-part podcast series.
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 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:
Insights into the 2019 version of the State of B&Bs Study. (1:05)
More about AIHP’s role in helping innkeepers deal with short-term rentals and OTAs. (5:32)
How AIHP is helping innkeepers to enhance overall direct bookings. (7:26)
How owning the local guest experience is important for innkeepers. (12:18)
What the future holds for the independent lodging industry overall. (17:45)
How the sector is embracing new innovations that enhance the guest experience. (21:24)
We are very thankful to Rob for sharing his insights with us! Be sure to listen to part one of this podcast series here. You can learn more about AIHP by visiting its website.
For episode #15 of the Frictionless Innkeeper Podcast series, we speak with Brian Coleman, GM of The Biltmore Greensboro Hotel in Greensboro, NC, about the hotel’s storied history, his service mentality and the property’s use of the Frictionless Guest App.
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 Brian’s efforts as the GM. 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 more about his service mentality and why continually pleasing guests is vital to the success of a boutique hotel like The Biltmore Greensboro:
The amazing history of the property. (:55)
About Brian’s background and how he came to be the GM of The Biltmore Greensboro. (11:48)
Insights into the tradition of English service standards that live on today at the hotel. (13:03)
How Brian moved away from automation when it comes to guest services. (16:39)
How this service-oriented philosophy has helped with business growth at The Biltmore Greensboro. (20:55)
Why the use of the Frictionless Guest App fits into Brian’s vision of service. (25:35)
The positive response of guests who use the app. (28:54)
How the Frictionless Guest App helps to get guests to book return stays. (33:03)
We would like to thank Brian for sharing his insights. You can learn more about The Biltmore Greensboro Hotel by visiting its website.
