Maestro's GEM Guest Response System Builds Repeat Business and TripAdvisor Ratings

  • Maestro PMS
  • 05.11.16
Maestro PMS created its GEM, Guest Experience Measurement, system to give operators more guest feedback faster and more clearly.

“Guest experience is very important to Schlitterbahn. We use Maestro’s GEM system to collect and measure how our guests felt about their stay. Many more guests respond to our online GEM surveys than comment cards,” said Kathryn Barton, rate and reservations manager at Schlitterbahn Water Parks and Resorts.  Schlitterbahn operates five waterpark destinations, three are full-service Waterpark Resorts with guest lodging.  All Schlitterbahn’s Resorts use the Maestro Property Management System and GEM.  “Guests receive their GEM mobile-optimized survey as soon as they check-out while their experience is fresh.” GEM delivers interactive "intelligent" surveys with personalized questions based on previous responses.

Maestro’s GEM is a web-based guest response system that automates guest perception gathering, monitors responses and sends them to the hotel for prompt action. “GEM is a powerful business tool, not just a ranking system. It delivers valuable insights on guest perceptions to show operators areas that need attention,” said Warren Dehan, president of Maestro PMS. “It provides operators with statistically accurate guest survey score results with an analysis of responses. Survey results are also tightly integrated into the guest’s profile so staff can see how the guest felt about their current or past stay at any touchpoint.” Maestro and GEM help operators stay connected with guests throughout their entire journey. The system empowers guests from reservation to check-out and everything in between. 

“GEM enables our team to connect with guests to address unresolved issues on the same day. And our TripAdvisor scores have improved. GEM can be configured to give guests a TripAdvisor link. Many guests follow the link and post their GEM review,” said Barton. “We want to know how guests see our resorts and how we can do better; GEM helps us do this.” GEM scores are recorded in the property’s Maestro PMS Guest History. “We know how a guest responded to previous stays so agents can work to improve future visits if there was a problem.  Guests appreciate our personalized care and we work hard to improve our guests’ experience each year."

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