Hotel Moment
The business of belonging: Building guest loyalty in a new era of personalization
November 11, 2026
In this episode of Hotel Moment, Karen Stephens speaks with Angela Berkey, Vice President of Guest Engagement at Coral Tree Hospitality, about how hotels can build stronger guest relationships through thoughtful personalization, connected teams, and technology that gives employees more time to focus on guests.
What makes a guest feel genuinely cared for? It might not be a grand gesture or an elaborate welcome. Sometimes, it’s a room quietly set to the temperature they prefer before they even arrive.


In this episode of Hotel Moment, Karen Stephens speaks with Angela Berkey, Vice President of Guest Engagement at CoralTree Hospitality, to discuss how hotels can build meaningful guest relationships across reservations, CRM, revenue strategy and operations. Drawing on her experience across more than 45 hotels, resorts and residences at Coral Tree, Angela explains how thoughtful personalization, connected teams and technology can improve the guest experience while supporting business growth.


What you’ll learn


Guests don't see separate departments. They see one hotel. Angela explains why hospitality teams need to work together to make that relationship feel genuine and personal.


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Episode Highlights

[00:06:13] Make personalization invisible, not obvious


The best personalization doesn’t need to announce itself. Angela explains why hotels should use guest preferences quietly behind the scenes rather than making guests feel as though they’re being monitored. She shares how small details, when handled thoughtfully, can make someone feel understood without requiring an explanation. The goal is for guests to experience the benefit of personalization without feeling uncomfortable about how the hotel knows what they like.


[00:07:31] The 64-degree room: A small detail that made a big impression


Angela shares a memorable example involving a VIP speaker attending a conference. Her team had learned that he preferred his room at a particular temperature, so they quietly set it to 64 degrees before his arrival. The guest later mentioned the thoughtful detail on stage. For Angela, the story demonstrates how a seemingly minor preference can become a memorable hospitality moment when teams pay attention and act on what they know.


[00:09:07] Grow ancillary revenue by anticipating guest needs


Angela explains why hotels should approach spa, dining and experience recommendations as ways to solve guest needs rather than opportunities to push additional sales. By understanding what guests want from their trips, teams can suggest relevant experiences before guests have to ask. This could mean helping someone secure a spa appointment or arranging dinner before availability becomes an issue. When the recommendation genuinely improves the stay, revenue becomes a natural part of the experience.


[00:18:03] Bring reservations, CRM and marketing together


Guests don’t see internal departments. They see one hotel and one experience. Angela explains why reservations, sales, CRM and marketing need to work together instead of operating as disconnected functions. When teams share a clearer understanding of the guest journey, communication becomes more consistent and the relationship can continue beyond the initial booking or stay.


[00:19:19] Use AI to remove friction, not human connection


Angela sees AI as an opportunity to automate repetitive and transactional work so employees can spend more time on the parts of hospitality that require human interaction. Rather than removing the personal side of service, technology should make it easier for teams to deliver it. She also considers how the traditional front desk could evolve as routine processes become more automated.


[00:26:08] Say yes to opportunities and think beyond your role


Angela reflects on the career decisions that took her from teaching into hospitality leadership. She encourages professionals to remain open to unfamiliar roles and opportunities because they can provide valuable experience and a broader understanding of the business. The shift from focusing only on making your own function successful to understanding how it contributes to the wider organization is an important step towards strategic leadership.






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Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.


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