093: Building a Lasting Legacy with Monique Greenwood, Owner of Akwaaba Bed & Breakfast Inns

Great hospitality is about more than getting everything right. It is also about how innkeepers and their teams respond when things do not go according to plan. In this episode, hospitality consultant Samantha Irwin, author of The Warm Cookie Effect: The Secret to Standout Hospitality, shares lessons from her experience revitalizing a historic hotel. She discusses building the right team, strengthening guest loyalty and turning mistakes into opportunities to create better guest experiences. We are very thankful to Samantha for sharing her insights with us. You can learn more about Samantha at kaizen.zone. 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.

Technology continues to reshape hospitality, but the personal connections that make guests feel genuinely welcomed and cared for remain just as important. In this episode, Lucy Lewand, a hospitality consultant with Happy Hospitality Solutions, draws on more than 40 years in hospitality to explore the human side of the guest experience. She shares ways to create meaningful interactions throughout the guest lifecycle for maintaining the human connection. We are very thankful to Lucy for sharing her insights with us. You can learn more about Happy Hospitality Solutions at happyhospitalitysolutions.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.  

Finding the right financing can make the difference between growing your business and missing new opportunities. Michael Oppel, Vice President and Loan Officer at Stone Bank, discusses government-guaranteed loan programs for independent lodging businesses, including SBA and USDA financing. He explains which options are best suited for acquisitions, renovations, expansions, and new revenue-generating projects, while sharing common borrowing mistakes, the importance of a strong business plan, and practical tips for securing financing. We are very thankful to Michael for sharing his insights with us. You can learn more about Stone Bank at stonebank.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.

Building a successful lodging business requires more than great operations. It also requires a clear vision, authentic branding, and a long-term strategy. Monique Greenwood, owner of the Akwaaba Bed & Breakfast Inns, shares lessons from more than 30 years in the lodging industry, including branding, authenticity, digital marketing, and building a lasting business. We are very thankful to Monique for sharing her insights with us. You can learn more about Akwaaba Bed & Breakfast Inns at akwaaba.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.  

As travelers shift from traditional search to AI powered discovery, innkeepers need new ways to stay visible. In this episode, Mike Lannen, Founder and AI Whisperer of Eternity, discusses how guest search behavior is changing and why GEO is becoming more important alongside SEO. He shares practical ways properties can optimize their websites for AI search, answer guest questions more clearly, update third party profiles, and track how often they appear in AI driven results. We are very thankful to Mike for sharing his insights with us. You can learn more about Eternity at eternitymarketing.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 innkeepers juggling endless tasks, AI can be a practical tool for bringing more clarity, organization, and efficiency to the day. Liz Hamilton, founder of Maia Internet Consulting, discusses how independent lodging operators can use AI to streamline operations, sharpen their thinking, and save time. She shares practical ideas for writing better prompts, using AI as a thinking partner, organizing tasks and meetings, and finding quick wins that make everything easier. We are very thankful to Liz for sharing her insights with us. You can learn more about Maia Internet Consulting at maiainternetconsulting.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.  

In a crowded market, strong visuals can make all the difference when it comes to capturing attention and turning interest into bookings. Cody Harmon, owner and founder of Scratch Media discusses the value of high-quality photography and video for independent lodging properties. Visual storytelling showcases not only properties, but also the surrounding experiences that make a stay memorable. It can also serve as a concierge, giving potential guests a visual preview of their stay. We are very thankful to Cody for sharing his insights. You can learn more at scratchmedia.co. 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 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.