Digital Guest Experience Manager
Hospitality > Guest Services and Customer ExperienceSummary
The Digital Guest Experience Manager serves as the key liaison between guests and digital platforms in the hospitality or service industry. This role is responsible for strategizing, managing, and optimizing the digital touchpoints of the customer journey to enhance satisfaction, drive engagement, and ensure seamless digital interactions before, during, and after a guest’s stay or experience.
Responsibilities
Develop and oversee strategies to optimize digital guest interactions across web, mobile apps, kiosks, chatbots, and other platforms.
Collaborate with product, marketing, and IT teams to implement digital initiatives that enhance guest engagement and satisfaction.
Monitor digital guest feedback, analyze data, and generate insights to continually refine and personalize guest journeys.
Ensure digital platforms are user-friendly, accessible, and aligned with brand standards.
Manage digital guest support and resolve user issues quickly.
Develop and deliver training for front-line staff on digital guest engagement best practices.
Stay updated on digital trends, competitor solutions, and emerging technologies impacting the guest experience.
Track digital KPI metrics such as NPS, CSAT, online reviews, conversion rates, usage, retention, etc.
Qualifications and Requirements
Bachelor’s degree in Hospitality Management, Digital Marketing, Business, Computer Science, or related field.
3+ years of experience in guest experience, digital product or project management, or similar role.
Strong understanding of digital platforms (web, mobile, apps) and customer journey mapping.
Experience with analytics, user feedback tools, and reporting.
Project management and cross-functional collaboration skills.
Excellent communication and problem-solving ability.
Working knowledge of CX technologies (e.g., chatbots, digital kiosks, CRM, ticketing platforms).
Comfort with basic UX/UI principles and design processes.