Customer Journey 6: Property-Level Execution

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.

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Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.