Today, guest experience is a key factor in the success of any hotel. It is not just about offering a comfortable bed and a good breakfast, but about generating a memorable experience that foster loyalty and attracts new reserves. In this context, the figure of Guest Experience Manager plays a fundamental role, being responsible for supervising each interaction and making sure guests enjoy a unique stay.
The work of a GEM (Guest Experience Manager) is varied and requires being aware of multiple tasks, such as the implementation of experience strategies, feedback collection and analysis, complaints and incident management, personnel training and customization of services. However, this role faces several daily challenges.
They should often deal with the lack of information about guests, manual and bureaucratic processes management, and attention to multiple communication channels. This can hinder operational efficiency and creation of truly personalized experiences for guests.
