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Guest Experience Measurement


Increase Revenue

  • GEM monitors guest perceptions to help you to optimize property resources and ensure you are providing superior value
  • GEM can tell you precisely what matters to your guests and what you need to do to keep them coming back
  • Use GEM to ensure that you consistently deliver the benefits that guests value most to increase referral and return stays
  • Identify new opportunities to boost sales and usage of onsite facilities and services

Build Guest Loyalty

  • Loyal guests are typically your most profitable guests
  • Automated thank you following guest stay shows your appreciation for their business
  • Invitation to provide performance feedback show your guests that you are committed
    and accountable
  • GEM makes it easy to "re-connect" with guests where a follow up action is

Control Costs

  • Fix problems fast before they escalate and/or cost you future business
  • Reduce costs by allocating your resources (staff, time and money) to the
    areas that most impact guests’ loyalty
  • By consistently delivering on the benefits your guest value most, you don’t
    have to respond to every competitive action

Outperform the Competition!

  • Compare your performance against key competitors
  • Identify relevant performance gaps between yourself and competitors
  • Know where to allocate resources to eliminate the relevant gaps
  • Act with certainty and make better decisions

GEM System Features...

  • Seamless, automatic electronic thank you note and survey invitation is fully
    integrated with Maestro
  • Unique survey flexibility, unlimited survey usage, advanced web-based survey
  • Custom property branding, survey incentive, post survey landing page
  • Accurate, customizable and easy-to-use reporting (weekly and/or monthly)
    supported by rigorous statistical analysis
  • Interpretation guidance available if required
  • Secure, confidential cumulative database maintained and available 24/7
  • GEM is fully integrated with Maestro’s ResWave and new Guest Rewards and
    Loyalty program
  • GEM customers can showcase positive overall scores (superior value, service,
    referral, re-book) and select guest comments on their own property website using
    a unique GEM widget

Experience the Benefits of GEM …

  • Know that guest service expectations are being met
  • Early Warning System for property service/quality issues
  • Test new initiatives quickly and accurately
  • Reduce resource allocation to guest feedback - GEM provides efficiency at
    low cost
  • Full GEM/Maestro integration allows for linkage of service delivery to revenue and profit
  • Ongoing access to relevant guest intelligence & insights to help you achieve operational excellence,
    meaningful differentiation and sustainable competitive advantage
  • Sustainable competitive advantage results in increased repeat business, increased occupancy,
    increased profit
  • Have the confidence to set your room rates based on the value that you deliver

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What our clients say

Maestro Enterprise Yield Management has definitely increased our revenue. Our ADR is through the roof and we have had three years of record RevPAR increases since we installed the system. The Maestro hotel management system has more than paid for itself since we installed it in 2004...

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Rich Newman | Gainey Suites Hotel

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