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Stein Eriksen Lodge and Other High Touch Properties Use Post Check-In, Post-Stay Real Time Guest Feedback to Engage, Build Loyalty, Create ‘Personalized Service’ Culture

Maestro’s GEM, Guest Experience Measurement, Empowers Guests with Social Voice, Strengthens Service and Operations

Markham, Ontario – March 7, 2018 – Ask guests what they want from a hotel and most will say an effortless personalized stay. To some that means an attentive staff that remembers them from their previous stays. To others, a clean, quiet room is more important. Successful operators know what guests want, and how to deliver it – thanks to GEM.

GEM is Maestro’s integrated Guest Experience Measurement system, an online mobile guest feedback solution that gives independent operators real time visibility into what is most important to their guests. “As early as post check-in and post check-out, GEM gives guests a voice in a property’s operations, and their experience. It transforms guest scores and comments into actionable predictive information that strengthens a property’s services and improves revenue,’ said Warren Dehan, Maestro PMS President. GEM data is also available in Maestro Analytics to build insightful analysis into guest feedback.

Stein Eriksen Lodge is a Forbes Five Star destination resort. “Maestro property software automatically sends departing guests a link to our property’s GEM survey. We share positive responses with our staff and quickly respond to guests that may have had an issue during their stay,” said Berkely Tolman, Hotel Manager at Stein Eriksen Lodge. “We review GEM comments daily. ‘Are you likely to return,’ is an indicator of overall guest experience. GEM delivers a report that tracks responses to this question over time. We pay close attention to this trend to keep it moving upward.”

“GEM is essential to our operation. It empowers guests to engage with us about their stay,” said Ricardo Nicholas, Regional Operations Manager for Silver Hotel Group, which operates nine independently branded properties. “Five of our hotels use Maestro PMS property software with GEM. Maestro automatically sends guests a link to our custom online GEM survey where they can quickly respond on their handheld. We use GEM’s analytical feedback reports daily to improve our operation.”

Nicholas noted the most important question on Silver Hotel Group’s GEM survey is, ‘Would you recommend our hotel?’ “This question is a barometer of guest satisfaction. It helps maintain our strengths and monitor where we can do better.”

GEM is a powerful guest feedback tool that is fully integrated with the Maestro Property Management System (PMS). GEM uses advanced technology to collect and analyze guest sentiments. Its data provides operators with real time predictive intelligence that enables hotels to allocate resources to areas that will make the biggest impact on guest loyalty and profitability.

“GEM is the pulse of guest sentiment. It is an easy, effective way to monitor guest perception of our property,” said Eric Branch, Director of Sales and Marketing at UVA Inn at Darden. “GEM connects us more closely with guests because it is easy for them to provide comments on their stay. When guests send their feedback, we can respond quickly. This builds a positive and personal relationship. GEM’s reporting can also span days, weeks, or months to give us an accurate perception of a larger audience.  This is vital because it conveys a message to guests that they are important to our operation and we care about them personally.”

Maestro Property Management Software (PMS) delivers flexible and scalable deployment options with a web browser or windows solution available in the cloud or on premise.  Maestro’s revenue-generating property software tools and services increase profitability, drive direct bookings, centralize operations, and provide personalized and mobile guest service tools to enhance the guest experience. Click here for more information on how to engage and socialize with Maestro PMS.