The guest experience manager

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

Have a guest experience tip? Click here to share.
Have a guest experience tip? Click here to share.

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

How Hospitality Leaders Should Hire for Guest Experience

Recruitment, people and queue in waiting room for job interview, hiring or legs on chair in line. Group, lobby or scroll phone or tech in human resource office with resume, info and opportunity.

When guest experience breaks down, it is rarely because someone lacked technical knowledge. It fails when the person facing the guest does not have the judgment, empathy, or motivation to act in the moment. For hospitality leaders, that makes hiring one of the most consequential decisions they make, not just for service quality, but for culture, loyalty, and long-term performance. “For me, the way I successfully led hotels to profit was always through hiring,” says Peter Ricci, who leads Florida...

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Joe Pye

Joe Pye is the Editor-in-Chief of The GEM Journal. For the past eight years, Pye has worked as a finance reporter before diving into the world of guest experience. He’s observed one common thread among his finance and hospitality reporting: emotions drive financial decisions. Unforgettable guest experiences can lead to lifelong customers.
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