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. Want to follow the full series and catch any chapters you miss? Subscribe to the #NoVacancyNews newsletter by texting HOTEL to 66866. Thanks to Unifocus for supporting this series. Unifocus, technology that drives value.