Episode Details

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? G