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.

Women enter hospitality at the same rate as men. Then the numbers thin out hard at the top. That gap isn't about "pipeline." It's about progression.

Suzanne co-hosts #NoVacancyNews with me, and we talk with Emily Goldfischer of Her Tenure about the leadership study she and her team did with Forbes Travel Guide and what it reveals about what helps women advance—and what still gets in the way.

📊 Emily shares the benchmark: women lead 19% of Forbes Travel Guide partner hotels, and Her Tenure heard from 99 women leaders to dig into what drives advancement
🧭 She frames the core issue clearly: progression problem, not pipeline problem
🕰️ She calls out barriers that still show up: limited flexibility for family life and gendered expectations of leadership
🤝 We get into the stuff people don't say out loud: networking access, mentorship vs sponsorship, and how "off-the-clock" conversations shape opportunity
🎯 Emily pushes practical moves that build careers: stretch roles, lateral moves that broaden capability, and owning your P&L
🏛️ We also talk progress you can actually see—like the shift in gender balance at conferences such as #HunterConference

Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.

During the Hunter Conference, I talked with Ben Campbell, CEO of Hospitality America, about what he sees right now: demand pockets, the real booking window, and why operators need to get serious about data before AI forces the issue.

📈 Ben says South Florida Q1 is "crushing it" after a flat year
⚽ He expects World Cup momentum, but he keeps the booking window realistic—60–90 days
🌍 He watches international indicators, but he says it's still early
🤝 He says conferences work when you get outside your echo chamber and build strategic partnerships
🤖 He says growth and tech create the opportunity—get arms around data and prepare for AI adoption
🎂 Hospitality America hits 30 years this year

Want the weekly newsletter recap of news, videos, and what you might've missed? Text HOTEL to 66866 for #NoVacancyNews.