Guest services manager vs customer experience manager

The differences between guest services managers and customer experience managers can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both a guest services manager and a customer experience manager. Additionally, a customer experience manager has an average salary of $75,178, which is higher than the $46,930 average annual salary of a guest services manager.

The top three skills for a guest services manager include reservations, excellent guest and front desk operations. The most important skills for a customer experience manager are POS, customer engagement, and front end.

Guest services manager vs customer experience manager overview

	Guest Services Manager	Customer Experience Manager
Yearly salary	$46,930	$75,178
Hourly rate	$22.56	$36.14
Growth rate	6%	-4%
Number of jobs	105,188	80,739
Job satisfaction	-	4
Most common degree	Bachelor's Degree, 58%	Bachelor's Degree, 60%
Average age	47	47
Years of experience	6	6

What does a guest services manager do?

A guest services manager is responsible for managing guest needs and front desk operations, ensuring the highest customer satisfaction. Guest services managers monitor staff performance, develop strategies and services to maximize productivity, and drive more revenues and profitability. They also resolve guests' complaints, providing service replacements or payment refunds as needed. They ensure the safety and security of all the facilities and amenities, including inventories and stock supplies' adequacy. A guest services manager must have excellent communication and leadership skills to handle operations efficiently.

What does a customer experience manager do?

A customer experience manager (CEM) links the gap between the brand they work for and the customer. It is their job to ensure that customer experience is engaging, efficient, and effective. They make sure that customer satisfaction and loyalty rates increase, gaining more recommendations from those customers. Typically, they focus on designing & improving the customer experience. They also build solid relationships with clients that are fostered by collecting customer feedback in real-time and incorporate the feedback into the sales process to improve the overall customer experience.

Guest services manager vs customer experience manager salary

Guest services managers and customer experience managers have different pay scales, as shown below.

	Guest Services Manager	Customer Experience Manager
Average salary	$46,930	$75,178
Salary range	Between $34,000 And $63,000	Between $41,000 And $137,000
Highest paying City	New York, NY	San Francisco, CA
Highest paying state	New York	Washington
Best paying company	InterContinental Hotels Group Resources, Inc.	Latham & Watkins
Best paying industry	Hospitality	-

Differences between guest services manager and customer experience manager education

There are a few differences between a guest services manager and a customer experience manager in terms of educational background:

	Guest Services Manager	Customer Experience Manager
Most common degree	Bachelor's Degree, 58%	Bachelor's Degree, 60%
Most common major	Business	Business
Most common college	Cornell University	California State University - Bakersfield

Guest services manager vs customer experience manager demographics

Here are the differences between guest services managers' and customer experience managers' demographics:

	Guest Services Manager	Customer Experience Manager
Average age	47	47
Gender ratio	Male, 44.0% Female, 56.0%	Male, 38.6% Female, 61.4%
Race ratio	Black or African American, 10.2% Unknown, 4.7% Hispanic or Latino, 18.2% Asian, 5.2% White, 61.1% American Indian and Alaska Native, 0.6%	Black or African American, 9.6% Unknown, 4.8% Hispanic or Latino, 19.3% Asian, 5.5% White, 60.2% American Indian and Alaska Native, 0.6%
LGBT Percentage	8%	8%

Differences between guest services manager and customer experience manager duties and responsibilities

Guest services manager example responsibilities.

Maintain, troubleshoot, and manage the hotel's property management systems (PMS) and other computer networks and software.
Manage Sarbanes-Oxley application compliance requirements.
Manage facility procedures relate to insurance and billing and solve patients' queries regarding their insurance renewal and expiry.
Develop VIP recognition program to create lasting memories with the resorts group and leisure VIPs.
Full knowledge of resorts' rooms and venues.
Ensure compliance with Sarbanes-Oxley by complying with internal audit requests.

Customer experience manager example responsibilities.

Manage the daily schedule and logistics for field technicians to achieve both cost effectiveness and company profitability.
Manage corporate Lexus training for all eligible associates at the dealership level.
Launch, manage, and edit web content of store s Facebook page.
Handle administrative duties, maintain employee files, hire new employees, and manage payroll and employee scheduling.
Manage medical profession clients and supervise staff in the preparation of client financial statements, Medicare cost reports and tax returns.
Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.

Guest services manager vs customer experience manager skills

Common guest services manager skills

Reservations, 13%
Excellent Guest, 9%
Front Desk Operations, 7%
Payroll, 6%
Guest Satisfaction, 4%
Cleanliness, 4%

Common customer experience manager skills

POS, 20%
Customer Engagement, 17%
Front End, 15%
Product Knowledge, 7%
Customer Care, 6%
Customer Satisfaction, 4%

Guest Services Manager vs. similar jobs

Guest Services Manager related careers

Guest Services Manager related jobs

What similar roles do

Zippia Careers
Office and Administrative Industry
Guest Services Manager
Guest Services Manager vs Customer Experience Manager

Updated January 8, 2025

Browse office and administrative jobs