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Frictionless Innkeeper Podcast

Mar 15, 2022

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

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