9 Sep. 2026

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096: The Warm Cookie Effect: Creating Standout Guest Experiences

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.

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