Guest experience managers generally organise, plan, and monitor a company’s customer service department to ensure optimised interaction between a company and its clients.

Guest experience managers generally organise, plan, and monitor a company’s customer service department to ensure optimised interaction between a company and its clients. Their job description entails developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction.

You will guide and direct the activities of customer experience representative to ensure their interactions with clients reflects positively on the company.

Guest experience managers are also responsible for overseeing the hiring and training of customer experience personnel to ensure an effective workforce.

You collect, analyse, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.

You will also integrate customer relationship management (CRM) and financial data with social media data in order to maintain a consolidated customer account.

It will be essential to have a good knowledge of whisky product that your company is working with to advice both members of staff and customers.

What would you be doing?

 Oversee the hiring, orienting, and training of an organization’s customer experience team

• Define and implement standards/procedures for ensuring optimal guest experience
• Conduct surveys to gather information on guest opinion of rendered services
• Use of social media platforms in reaching out to guests to help resolve issues and provide quick response to inquiries
• Supervise the activities of guest experience team to ensure their interaction with customers reflect positively on the company
• Liaise with the production and creative departments to ensure delivery of high quality whisky products and services
• Oversee the restructuring of an organisation into a customer-focused establishment
• Prepare and manage annual budgets in achieving set objectives and goals
• Conduct studies and research to discover new techniques necessary for improving customer experience
• Organise training programs for guest experience representatives in order to update their job knowledge and enhance their skills
• Oversee the merchandising of whisky if needed in retail
• Use customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
• Attend whisky seminars, workshops, and conferences to improve on existing job knowledge.

What is expected from you?

Management skills are essential to this role, as you have to guide your team members to exceed customers expectations.

A knowledge of whisky is also required: not only you would have to answer customers’ questions about the industry or production, but you might also have to run tasting sessions and promote brands.

What qualifications do I need?

• Education and Training: To become a customer experience manager, you require a Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline. Prior experience (up to 5 years) in the field of customer service or marketing is also necessary for this position
• Leadership Skills: Guest experience managers are able to organise and direct the activities of customer experience representatives to ensure the delivery of high quality service to customers
• Communication Skills: They are well versed in effectively interacting with clients to identify and process their requirements
• Customer Service Skills: They are able to courteously interact with clients to ensure positive customer experience.

What about the pay?

 Guest experience Executive can earn between £21,500 to £28,000 depending on experience.

Anything else I need to know?

Guest experience and Customer experience are two very close positions, with the difference of a field: when working for a hotel, you are focused on a guest, but when working for a whisky company, bar or attraction, you will face a customer.

• Education and Training: To become a customer experience manager, you require a Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline. Prior experience (up to 5 years) in the field of customer service or marketing is also necessary for this position
• Leadership Skills: Guest experience managers are able to organise and direct the activities of customer experience representatives to ensure the delivery of high quality service to customers
• Communication Skills: They are well versed in effectively interacting with clients to identify and process their requirements
• Customer Service Skills: They are able to courteously interact with clients to ensure positive customer experience.