Chapter 3 of this 6-part CoralTree Customer Journey series moves into the framework itself: how you create consistency across very different hotels without turning everything into cookie-cutter service.

Customer journey work only matters if it improves operations, guest loyalty, and results. This chapter gets into the structure behind that.

I talk with Andre Fournier, Chief Commercial Officer at CoralTree Hospitality, about Standards of Care, touchpoints from booking to departure, and how service rankings can influence ADR and consideration.

Here is what we cover:

· How CoralTree builds one service framework across different asset types

· Why the goal is consistency of care, not identical experiences

· Touchpoints from website/reservations to arrival, stay, and departure

· Why each property still needs to feel authentic and of the place

· Andre's filter: true, meaningful, and distinctive

· How guest service rankings can support ADR and consideration set

If you missed Chapters 1 and 2, go back first - this framework makes more sense once you've heard the strategy and people side. Next week: how CoralTree workshops these ideas with property teams.

Want to follow the full series and catch any chapters you miss while it rolls out? 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.