Customer Journey 6: Property-Level Execution
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Final chapter. In Chapter 6 of this CoralTree Customer Journey series, we take everything from the last five weeks and put it at the property level. Customer journey work only matters when a hotel team can execute it in real time. This chapter shows what that looks like on the ground. I talk with Curtis Bova, General Manager of Hotel Polaris, about how he turns guest journey strategy into real moments on property - from reading context clues at arrival to training teams for perceptive hospitality and building experiences guests can only get there. Here is what we cover: · How the team looks for the purpose and intent behind each stay · Perceptive hospitality and using context clues at arrival · QR-based itineraries built around guest motivations · Hotel Polaris-specific moments (paper airplanes, Flights at Five, themed details) · Small touches that also create ancillary revenue opportunities · Hiring for personality, onboarding, and empowering prepared people · Why training + freedom creates better guest moments Missed earlier chapters? Go back to Chapter 1 and watch the full series in order - strategy, people, framework, implementation, touchpoints, then property execution. Want to keep up with series like this and catch any parts you miss? Subscribe to the #NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.
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