Feb 25, 2026
We're exploring maximizing hashtaghotel Customer Journey opportunity!!!!
To kick off this 6-part Customer Journey series, I wanted to start
at the top: why this matters now and how leadership turns better
service into an actual company-wide plan. We'll be focusing on how
CoralTree Hospitality is
leveraging tech to connect with customers.
In Chapter 1, I talk with Tom
Luersen, President of CoralTree Hospitality, about why
CoralTree spent a year building this strategy and how they are
thinking about customized guest experiences at scale.
Here is what we cover:
· Why CoralTree made the
guest journey a priority now
· Why they spent a full
year building buy-in instead of rushing rollout
· How they built a real
plan (not a one-time initiative)
· Standards of Care vs.
standard procedures
· How they balance
technology with high-touch service
· Why continuous
improvement matters as guest behavior changes
Next week: we get into the operational backbone - empowerment,
trust, and team culture.
Want to follow the full series week by week (and catch any chapters
you miss)? Subscribe to the hashtagNoVacancyNews newsletter by texting HOTEL to
66866.
Thanks to Unifocus for supporting this
series. Unifocus, technology that drives value. Visit Unifocus.com.