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

This CEO Knows the Secret Sauce to Selling Luxury Hotels

Close up of hotel receptionist giving room cardkey to African American hotel guest.

Laura VanTil doesn’t just work in the hotel industry – she grew up in it. The daughter of the Days Inn founder followed her father’s footsteps by taking over a network of luxury hotels he developed. With over a decade of experience as the organization’s president and COO, the recently appointed CEO knows how to keep customers satisfied and returning. “You have to find the right [employees], VanTil said recently in a podcast interview. "When people ask me what I'm most concerned about in our enti...

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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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