Customer Journey 3: Building a Hotel Guest Journey Framework That Still Feels Local

Evermore doesn't try to win every traveler. It commits to one niche: togetherness for families and groups. Then it builds the product around that focus—shared moments, easy flow, and enough space so the whole crew stays connected without feeling crowded. For #NoVacancyNews, I tour Evermore Resort Orlando and talk with the team behind the experiences. 👥 Elizabeth Mullins (President) explains the togetherness-first strategy and why Evermore complements the parks instead of competing with them 🌴 Rob Schultz shows how the lagoon stays the centerpiece while the heavy infrastructure disappears from the guest experience ⛳ Jeremy Craft walks through how the courses fit into a group trip as an option, not a separate vacation 🏡 Gina Geyer breaks down how the homes serve big groups while still pulling everyone into shared moments 🍽️ Vinny Cani explains how F&B supports groups who could cook in the house but still want experiences together 🍸 Mikey makes the "Summer of 69" and shows how the beach bar vibe turns a drink into a shared moment Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.

I'm at Remington Hospitality's annual leadership conference - the first with Ben Perelmuter serving as CEO. For hashtag#NoVacancyNews, I caught up with Ben in the JFK Suite at the Hilton Fort Worth, a historic 100-plus-year-old property, and asked what he wants the team focused on right now. 👥 He lays out leadership structure and alignment across the organization, including Jason Kreul as COO and Cory Chambers as Chief Commercial Officer 🎤 Ben talks momentum from day one: welcome reception, sponsor luncheon, and key themes from the opening sessions 🏈 He previews tomorrow's keynote with Emmitt J. Smith and jokes about studying football the night before 📈 He talks about uncertainty heading into 2026, but keeps the focus on fundamentals and execution 🧠 He emphasizes clear direction, explaining the "why," and keeping teams aligned so leaders can act with confidence

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.

Repositioning a 100-year-old luxury resort hits different than building something new. You work with history, legacy expectations, and a modern guest who doesn't care about any of that unless the experience delivers. Suzanne co-hosts with me, and we talk with Daniel Hostetler, President & CEO of The Boca Raton, about how the property has managed a multi-year repositioning under new ownership — what they changed, why they changed it, and how they operate it day to day. I'm sharing it under #NoVacancyNews. Here's what we hit: 🏛️ They left a brand and run the resort independently under new ownership 🏗️ They knocked down a convention center, opening up land for a four-acre leisure-driven pool complex 🏨 They run five distinct lodging products across one campus (Beach Club, Tower, Cloister, Yacht Club, Bungalows) ⭐ They use Forbes standards as the operating baseline and build toward a multi–five-star goal 🎁 They push curated personalization: amenity closet + butlers instead of one-size-fits-all turndown 👥 Daniel talks promote-from-within and how they build consistency across a large team Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.

Step inside the heart of Bourbon Street with Sonesta International Hotels' Royal Sonesta New Orleans GM David Bilbe on #NoVacancyNews. From historic #neworleans charm to future renovations, this tour gives you a front-row seat to one of the most irreplaceable hotel assets in America. 🔹 Highlights: Growing up with Royal Sonesta — why this hotel holds personal meaning for GM David Bilby Fulfilling a dream: David's journey to leading this iconic property What makes Royal Sonesta's energy and vibe so different from other hotels Celebrating New Orleans traditions with Easter parades and local favorites The unforgettable guest arrival experience — energy that sets the tone instantly Touring the jazz club, oyster bar, and fine dining hotspot, Restaurant Revolution How long-time staff loyalty defines the hotel's guest experience Balancing modern renovations with authentic New Orleans charm Finding calm in the hidden pool courtyard — a true oasis off Bourbon Street Stories of guests who return year after year for Jazz Fest, Mardi Gras, and beyond Special thanks to our advertiser Actabl — Actabl gives you the power to profit. Visit Actabl.com! ✅ Be sure to like, comment, and subscribe for more incredible behind-the-scenes hospitality stories!

Big show tonight as we kick off the weekend happy hour celebration. We're joined by our friend Paula Carreirao live from Brazil and Glenn, Craig and Doctor Producer Suzanne torture her with an update on the Round of 32 for our Hotel Pet Peeves Face off. vote now:  https://www.surveymonkey.com/r/R26KPKV

Wyndham doesn't treat Latin America like one market. Growth concentrates in specific places, and execution decides who wins. For #NoVacancyNews, I talked with Gustavo Viescas (President, Latin America, Wyndham Hotels & Resorts) at Wyndham Grand Rio Mar in Puerto Rico about where Wyndham sees momentum across Latin America and the Caribbean. 🏷️ He explains how a large brand portfolio matches different market realities 🏝️ He ties Rio Mar to the experience strategy: culture + nature, and why resorts have to feel "of the place" 🏙️ He talks growth across resorts, all-inclusive, and city hotels, including secondary markets 🇩🇴 He calls the Dominican Republic the hottest Wyndham market the last few years and ties it to public/private alignment ✈️ He points to airlift as a growth lever and how expanded connectivity supports demand

AAHOA heads to Philadelphia for #AAHOACON26, and this year's theme stays dead simple: protect and advance profitability. Suzanne Bagnera, PhD, CHA, CED co-hosts #NOVacancyNews with me, and we talk with Laura Lee Blake (President & CEO, AAHOA) about what she wants owners focused on right now—and why this conference keeps growing.  🏛️ Philadelphia ties to the 250th anniversary of the U.S., and Laura Lee ties that to AAHOA members pursuing the American dream 📈 Laura Lee puts the pressure on the table: expenses up 7–10% while revenues stay flat 🎯 AAHOA builds sessions around profitability and "what to do next," not theory  🎓 The collegiate championship returns for year three, with students defending decisions "Shark Tank style" on stage 🎤 Keynote highlight: Paul Brown, co-founder/CEO of Inspire Brands (Arby's, Dunkin', Sonic, etc.) 🏛️ Capitol Hill push: AAHOA backs legislation to raise SBA loan limits from $5M to $10M 🧰 Trade show scale keeps growing: 500+ vendors expected Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.

Chapter 2 of this 6-part CoralTree Customer Journey series gets into the part a lot of companies talk about and then struggle to execute: team empowerment. Customer journey work sounds soft until you tie it to labor, service consistency, guest loyalty, and revenue. This chapter gets into the people side that makes the strategy work. I talk with Sean Beucler, SVP of Operations at CoralTree Hospitality, about trust, recognition, decision-making, and how leaders build a culture where teams can act with confidence. Here is what we cover: ·        Why Sean says the biggest focus now is the team, not just the process ·        What real empowerment looks like in hotel operations ·        Why recognition drives repeated behavior ·        How leaders handle mistakes without killing trust ·        How guest experience connects to occupancy, ADR, and owner results ·        Why the best ideas often come from line-level teams Missed Chapter 1? Start there first - it sets up the leadership strategy behind this week's operations conversation. Next week: we move into the standards/framework and the commercial impact. Want to follow the full series and catch any chapters you miss along the way? 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.

Everybody keeps saying "AI" like it's one thing. It isn't. Suzanne co-hosts with me for this one, and we bring in Ira Vouk, someone we constantly see on the conference circuit. Ira teaches, writes, and helps companies make sense of what's coming, so we asked her for actionable insights instead of ponderous theory. I'm sharing it here on #NoVacancyNews because hotels need practical moves, not more theory. We stick to a few things that actually matter: 🤖 AI isn't new — but 2022 changed who can use it and how fast it spreads 🔎 Search and distribution change first, so hotels need to make their own websites readable to machines 🧼 Ira calls out "AI-washing" and pushes a simple filter: where does AI show up, what's the use case, and what ROI do you get Thanks to Actabl for supporting this episode. Actabl gives you the power to profit. Visit Actabl.com.