Guest experience / Escalation strategy
When the playbook ends
Building a calmer, clearer path through high-stakes guest moments.
CUSTOMER EXPERIENCE STRATEGY & OPERATIONS
Make every
moment matter.
I build the people-first systems that turn complicated guest experiences into ones worth remembering.
THE GUEST JOURNEY01 — 04
ARRIVENEEDCAREREMEMBER
THE BEST SERVICEFEELS LIKE SOMEONETHOUGHT AHEAD.
CX / 001
EXPERIENCE THAT CONNECTS
HOSPITALITYGUEST ADVOCACYAI-ENABLED CXBRAND REPUTATION
A FEW THINGS I'VE BEEN BUILDING
Selected work.
Real work is rarely a straight line.
These stories show how I find the signal.
READ THE STORY
Brand reputation / Voice of guest
Reputation is a listening system
Turning public feedback into a clearer signal for teams and leaders.
AI enablement / CX operations
AI that gives care more room
Applying AI to reduce busywork while keeping human judgment in the loop.
Working drafts. Outcomes and measures are intentionally left for Cam to confirm.
HOW I THINK ABOUT THE WORK
Good systems
make room for
good humans.
The goal isn't to automate care. It's to make care easier to deliver, especially when the moment gets complicated.
Start with the person
Listen for what someone needs, not just what the process expects.
Make the hard parts clearer
Turn edge cases and escalations into useful signals for the whole operation.
Use technology with intention
Let AI handle the friction so teams can focus on judgment, empathy, and trust.
A LITTLE ABOUT ME
People, patterns,
and the in-between.
I'm Cam, a Customer Experience Manager at AvantStay. For more than a decade, I've worked at the intersection of guest care, operational systems, brand reputation, and the tools that help teams do their best work.
I care about what happens after the playbook ends: the unexpected question, the high-stakes moment, the chance to make someone feel genuinely looked after.
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