Customer Journey Series, Ch. 1: Why Hotel Guest Journey Matters More Than Ever
Автор: No Vacancy News
Загружено: 2026-02-25
Просмотров: 24
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Chapter 1 of our 6-part CoralTree Customer Journey series starts with the leadership view: why this matters now and how a company turns guest experience into an actual operating strategy.
Glenn Haussman talks with Tom Luersen (President, CoralTree Hospitality) about why CoralTree spent a year building this approach and how they plan to combine technology with high-touch service.
• Why guest journey became a priority now
• Why CoralTree spent a year building the strategy
• Standards of Care vs. standard procedures
• Buy-in from property teams and line-level employees
• Technology + human connection working together
• Continuous improvement as guest behavior changes
Next chapter: the operational backbone - empowerment, trust, and team culture.
Want to follow the full series and catch any chapters 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.
#NoVacancyNews #Hospitality #HotelOperations #GuestExperience #CustomerJourney
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