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

The $4.9 Trillion Lesson: Key Strategies for Hospitality Success in 2025

Portrait of Butler or Waiter in Dark Formal Suit and White Gloves Elegantly Holding Silver Serving Tray. Copy Space for Service Industry and Elite Hospitality.

The global hospitality industry's record $4.9 trillion revenue in 2024 underscores the significance of adapting to modern trends such as technological innovation, sustainability, and strategic property conversions. These trends are not just industry buzzwords but pivotal factors reshaping the competitive landscape and redefining guest expectations. Here's what hospitality leaders and guest experience managers should do in 2025 to build on this momentum. 1. Embrace advanced technology to enhance ...

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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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