According to the latest sector studies, conducted nationally by Ciset, the International Center for Studies on Tourism Economics, one of the most requested professional figures in the tourism sector both in Italy and abroad is that of guest experience manager, while extensive research shows that travelers '61% trusts other guests' experiences more than advertising information.
The Guest experience manager he is the one who takes care of following the customer during their stay, putting in place a whole series of strategies and paths to guarantee him a high level experience. This competence represents an added value for the role of the receptionist, indispensable to achieve two fundamental objectives, such as the personalization of the service and an anticipation and full satisfaction of the customer's needs.

If in the past, in fact, a clean room, a comfortable bed and guaranteed minimum services were enough to define the standards of a good guest experience, in recent times the level of quality required by guests has significantly increased. Alongside excellent services, quality products and increasingly avant-garde proposals, as well as competitive rates, what tourists are clamoring for is experience. Travel and hospitality understood, therefore, as exciting and unforgettable moments, of which the guest experience manager must constantly take care, so that a stay is not only qualified as a moment to spend in a specific structure, but becomes an experience to be lived, told, remembered and shared.

The guest experience in marketing strategies

The marketing strategies undertaken in the tourism sector to ensure the guest experience they are increasingly articulated and linked to emotional stimuli.
In a highly competitive field such as that of hospitality and hospitality, the success of a hotel, the value of a hotel or an accommodation facility are closely linked to the feelings experienced by customers, to their degree of involvement and participation in activities. , but also to the same philosophy and style of a particular place.

Experience as a value

Experience is increasingly becoming a value, not only added but irreplaceable in tourism sector.
What the guest experience manager must take care of making every moment unique for the customer, taking care in detail all the aspects of a customer care that includes product quality, punctual services, attention to staff and image, attention and research of all those emotions that can be experienced . That is, the customer must feel emotionally satiated to such an extent that that experience will be considered by him as unforgettable and to be repeated or recommended.
It is the empathy that is created between the guest and the hotel, in a relationship created thanks to a series of activated performances, which guarantees the full satisfaction of the customer's expectations.

The guest experience in the tourism sector: people first of all

The assumption "the person first of all" is pushing tourist facilities to re-elaborate their services not so much in terms of products offered, but in terms of unique and exclusive experiences to be lived.
The uniqueness and exclusivity of the guest experience it also becomes accessible to all, in the increasingly ambitious and captivating idea of linking the experience of place to the culture of a territory and within the reach of any type of structure and guest.
Create a guest experience it means involving guests in a multisensory journey, in which the five senses are stimulated, in which suggestions and emotions triumph. To achieve these results, all the employees of the sector are called to work, that is all people who work in a hotel, regardless of the role played, as each of them is called to work so that every single moment of the guest's stay experience. From check in to check out, including all the other phases of the day for the guest to be experienced as an experience.

Professional training in the hotel sector and the guest experience

An excellent professional training in the hotel sector is undoubtedly the first step to follow in order to learn all those techniques and skills essential to work in an area where nothing can be left to chance. From the hotel manager to the front office clerk or the revenue manager, without neglecting all the other interested figures, learning the areas of which a hotel structure is made up, organizational methods and tasks represents an essential wealth of knowledge to be to acquire.

Do you want to work in the hotel sector and take care of your professional preparation? Discover the courses in Receptionist and Booking  and the master in Hotel Manager.