FN ISI Export Format VR 1.0 PT J TI Customer Experience Management components in Hotels AF Cernostana, Julija AU Cernostana, J AB This qualitative case study research tends to find out what are the necessary organizational and managerial capabilities required for customer experience management in the hotels. The purpose of the research is to personify the customer experience management components in the context of hotels’ organisational governance. The research focuses on exploring the internal organisational processes and operations of hotel, in order to identify the necessary capabilities and capacities, which are crucial for customer experience management. Therefore, the study seeks to answer the question on what are the underlying organizational processes coherent with customer experience management in hotel and which of them stand as crucial capabilities. The research conducts three data collection methods: documentary analysis, observation and semi-structured interviews of case study. The findings provide a list of managerial capabilities required for customer experience management in hotels. ER