Digital Guest Experience Manager Role Overview
Welcome to the Digital Guest Experience Manager Role page. You can use this role template
as is or customize it to fit your needs and environment.
- Category: Hospitality > Guest Services and Customer Experience
Summary
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.
Skills
Tech Experts
StackFactor Team
We pride ourselves on utilizing a team of seasoned experts who diligently curate roles, skills, and learning paths by harnessing the power of artificial intelligence and conducting extensive research. Our cutting-edge approach ensures that we not only identify the most relevant opportunities for growth and development but also tailor them to the unique needs and aspirations of each individual. This synergy between human expertise and advanced technology allows us to deliver an exceptional, personalized experience that empowers everybody to thrive in their professional journeys.