The new must in Hospitality: The Guest Experience Manager

José Manuel Person (Co-Founder Guestperience) with Marco Rizzolio

Technology is key to increase guest experience. Mobile solution APP helps hoteliers to create an emotional connection with their guests, offering them multi services and experiences. 45% of millennials in 2013 affirmed that the most exciting of any travel is “to experiment new things”.

Consumer’s preferences have changed, and customers have learned to be more demanding and selective about what they buy. Look at AirBnB successful story: customers get to decide the location they are looking for, through different properties based on their exact specifications, size, location, or interior design. They value the contact with the owner of the apartment, that can walk their guests into the place and showing them unique tips of the city and its surrounds.

These are some of the reasons, which make the “Guest Experience Manager” an indispensable figure to enhance customer experience. There are many ways of naming this new profile: Customer Experience Manager, Guest Experience Manager, Innovation Experience Department…but all of them have the same finality aligned with company goals: improve the guest satisfaction, covering all their needs and boosting online reputation. It helps to increase customer loyalty and turn them into your brand ambassadors.

Many hotels are seeing this service as a significant investment that is difficult to manage and evaluate its ROI (Return on Investment).

At Guestperience we help Hospitality companies to give unique experience to customers, adding hotel services and adapting them to the new digital mobile era.

Discover all our features that will help you to enhance your Guests Experience and how you can set the difference with your competitors.

* Source: “Millennials redefine work-life Balance”, Hilton Hotels, 2013