Chapter 4 of this 6-part CoralTree Customer Journey series focuses on implementation - specifically, how you get property teams to build ideas they actually believe in and want to own.

Hotels do not improve the customer journey by accident. They build it through strategy, systems, and execution. This chapter shows what the build process looks like.

I talk with Kaitlin Broumpton, Director of Quality and Guest Experience Strategy at CoralTree Hospitality, about workshops, property-level ideation, and how CoralTree helps teams shape locally authentic moments instead of pushing top-down scripts.

Here is what we cover:

· How CoralTree runs workshops to bring the soul of a property to life

· Why buy-in improves when teams have a seat at the table

· How they refine ideas without forcing corporate templates

· How local culture and brand pillars shape guest moments

· Why the process works across property and regional teams

· A Seaport Boston example: arrival cards + QR codes by travel motivation

Catch up on Chapters 1-3 if you have not yet - this is where the strategy starts turning into property-level plans. Next week: how the guest actually experiences this through real touchpoints.

Want to follow the full series and catch any chapters you miss while you're busy? 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.