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Frictionless Innkeeper Podcast

Jun 25, 2019

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 the efforts of GM Brian Coleman. 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 details about his service mentality and why continually pleasing guests is vital to the success of a boutique hotel like The Biltmore Greensboro.

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