No Vacancy With Glenn Haussman

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 ·