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Frictionless Innkeeper Podcast

Mar 4, 2019

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.

Our podcast is presented by the Frictionless Guest App, the digital concierge that helps your guests live like locals. To learn more, visit