Chapter 5 of this 6-part CoralTree Customer Journey series gets into the guest-facing side: how the strategy shows up in communication and touchpoints across the stay.

A strong customer journey does not come from slogans. It comes from leadership decisions, team training, and operational discipline - and now you can see it in the guest-facing moments.

I talk with Angela Berkey, VP of Customer Engagement at CoralTree Hospitality, about using guest preferences, local context, and property-level ideas to shape pre-arrival messages, arrivals, in-stay surprises, and post-stay rebooking moments.

Here is what we cover:

· How they use guest preferences to shape communication before arrival

· Arrival moments like a personalized welcome beverage

· In-stay surprises and delights that feel intentional

· Departure touchpoints that support loyalty and return visits

· Post-stay messages tied to what the guest actually did (like spa visits)

· Why the experience still changes by property and destination

If you are jumping in here, watch Chapters 1-4 first - this guest-facing work comes from the strategy and workshop process. Next week (final chapter): property-level execution with a GM making it real on the ground.

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Thanks to Unifocus for supporting this series. Unifocus, technology that drives value. Visit Unifocus.com.