GUEST EXPERIENCE MANAGEMENT: ENHANCING SATISFACTION AND LOYALTY

Abstract

This review research paper delves into the intricacies of Guest Experience Management (GEM) within the hospitality industry, focusing on strategies to enhance guest satisfaction and foster loyalty. By analyzing current practices, technological advancements, and consumer behavior trends, this paper aims to provide a comprehensive overview of effective GEM frameworks and their impact on business performance. Key themes include personalized services, omni-channel experiences, data analytics, employee training, and the role of digital platforms in shaping guest perceptions. The findings contribute valuable insights for hospitality professionals seeking to optimize GEM strategies and cultivate lasting guest relationships.