Career Definition of a Guest Experience Manager
Guest experience managers are responsible for looking after the needs of guests in a professional manner. This career is commonly associated with the hospitality industry, and many guest experience managers work in hotels or resorts to make sure that their facilities are ready for guests. They may also make special arrangements for guests during their stay and might play a leadership role in promoting exceptional customer service from other staff members.
Guest experience managers may also serve as diplomats. They respond to complaints from guests and attempt to resolve their issues. They also look for ways to distinguish the services of their facility to promote customer retention. Some stores also hire guest experience managers who interact with clients who have issues that must be addressed by a manager. All guest experience managers may be involved with some budgeting and administrative tasks.
|Educational Requirements||High school diploma or equivalent|
|Job Skills||Customer service, organization, communication, diplomacy, interpersonal interaction, leadership, problem-solving, teamwork, leadership, ability to meet deadlines|
|Mean Salary (2018)*||$29,646|
|Job Outlook (2016-2026)**||4% (lodging managers)|
Sources: *Glassdoor.com; **U.S. Bureau of Labor Statistics
It is possible to become a guest experience manager with a high school diploma and relevant experience, such as being a hotel front desk clerk. Some positions require applicants to have an associate's or bachelor's degree in disciplines such as business administration, hospitality or hotel management. Pertinent certification is available from the American Hotel & Lodging Education Institute (AHLEI) that can help those without postsecondary training demonstrate they are qualified for a role as a guest experience manager.
Guest experience managers need to have exceptional customer service skills because looking after customers is the focus of their work. They should also be strong communicators in order to provide direction for staff. Problem-solving skills are crucial in this profession, since these managers must satisfactorily resolve customer complaints. Excellent organizational skills are also required to ensure that services are ready as scheduled.
Career Outlook and Salary
Glassdoor.com indicated that as of 2018, guest experience managers earned an average salary of $29,646 per year. The U.S. Bureau of Labor Statistics (BLS) does not distinguish between guest experience managers and lodging managers because they perform many comparable duties. From 2016 to 2026 the BLS expects lodging managers to see a 4% rate of job growth.
Aspiring guest experience managers may also be interested in other careers that involve management roles and providing services to clients. Some occupations that share similar objectives and duties are linked to here.