Maestros GEM Enables Proactive Reputation Management and Gives Operators Actionable, Predictive Intelligence So They Can Deliver on Expectations at Every Touch Point
Guests today expect a consistently superior, personal level of service from any property where they stay. NORTHWIND’s Guest Experience Measurement system, GEM, enables operators to deliver a well-orchestrated hospitality experience that generates revenue and keeps guests returning. GEM gives hotels tools to anticipate guests' wants so property teams can deliver on expectations at every touch point.
GEM leverages the guest voice as a business asset. It is a powerful online guest feedback tool that is fully integrated with NORTHWIND’s Maestro Property Management System. GEM uses advanced technology to analyze guest sentiments and gives operators actionable predictive intelligence that maximizes revenue and guest service. Based on GEM’s guest feedback, hotels can allocate resources to areas that will make the biggest impact on guest loyalty and profitability.
NORTHWIND-Maestro PMS President Warren Dehan said, “GEM’s guest sentiment input is recorded in Maestro so operators see all a guest’s previous responses and ratings at check-in. This enables more personalized service. GEM also gives guests a direct and trusted outlet to respond to questions about their stay so they may be less likely to go to TripAdvisor with a negative review. GEM is better than comment cards because it is automated and 3rd party managed so staff stay automatically informed of guest feedback with personalized ratings on every guest profile in Maestro.”
The system provides valuable insights that drive more profitable business decisions and enables operators to correct problems fast before they escalate.
GEM reveals exactly what guests value so you can generate more revenue
“We use GEM at Shanty Creek to collect valuable guest feedback about their stay,” said Leslie Chinn, Director of Revenue Management at Shanty Creek. Shanty Creek has three properties with suites and condo units, four championship golf courses, two ski mountains, five dining outlets, and an executive conference center. “GEM automatically emails guests a sentiment survey at check-out. The survey covers staffing, accommodations, and activities. GEM’s reports show us exactly what guests’ value so we can expand those services and activities to increase revenue. Our executive committee reviews the GEM reports for action and we discuss the report with our departments. We pay special attention to experiences that inspire guests. GEM is a great training tool because it shows our staff what guests like and keeps them coming back.”
Engage with Guests Before They Post Negative Reviews
“GEM guest sentiment data creates more personal guest relationships and stronger loyalty,” said Nivi Shroff, Principal at Myrtle Beach Seaside Resorts that operates six oceanfront resorts in Myrtle Beach, South Carolina. ”GEM helps generate revenue by showing us areas where we can better meet guest needs. We use GEM guest sentiment reporting at three of our resorts to collect feedback, both positive and negative, with automated online post-departure surveys. When we see positive statements we respond with thanks and direct the comment to sites that post hotel reviews. If we receive a negative comment, we immediately forward it to the appropriate property and department to take corrective action. For example, hotel guests today are health conscious and often make menu suggestions. When we receive requests like this, we can quickly add more health-conscious entrees to our menus. The system gives us an effective way to look closely at all the departments in our properties so we can make the changes guests recommend. This saves time and helps us create a better guest experience since we can see our properties through our guests’ eyes.”
“A property that does not effectively monitor guest comments does not know how it is doing,” said Stuart M. Kaufman, Owner of Southernmost Hotel Collection. “We use customized GEM surveys to gather guest information for our three properties. We focus on our service, website, staff courtesy, and the quality of each guest’s stay. We review all comments in our management meetings and the findings contribute to our Exceptional Customer Service staff-training program. Negative comments are most valuable because they show us how to do better.”
GEM gives operators the ability to choreograph a comprehensive, multi-channel guest experience strategy that optimizes every resource to build stronger guest relationships and exceed guest expectations.
For a demo of the Maestro Property Management Suite featuring GEM and the ResWave Booking Engine, please contact NORTHWIND at 1.888.667.8488 or email email@example.com.
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Maestro Property Management Solution
Enhance guest service, improve efficiency, and maximize online and offline revenue with Maestro PMS, the industry's most robust and flexible resort software and boutique hotel software solution empowering leading full-service hotels, luxury resorts, multi-property groups, conference centers, condominiums, and timeshare properties. Solutions include Front Office (PMS), Accounts Receivable, Analytics and Business Intelligence, Sales and Catering, Multi-Property Management, Condo & Timeshare Owner Management with Web Functionality, Spa and Activities, Web Booking Engine, Real-Time Yield Management, Dynamic Packaging Golf, CRM, Guest Experience Measurement, CRO, GDS Two-Way XML Connectivity or Integration, Membership, Work Orders, Fine Dining and Retail POS, Online Table Reservations with Web Booking, Concierge, and Guest Experience Measurement. The Maestro PMS is database independent (ODBC Compliant) and may be deployed via Windows, UNIX, Linux, Terminal Services, hosted, and Web platforms.
About NORTHWIND – Maestro PMS
NORTHWIND is recognized in the hospitality industry for its standard-setting Diamond Plus Service and robust integrated Maestro resort hotel software technology. With over 30 years’ experience dedicated to developing technology solutions for the hospitality industry, NORTHWIND is a partner who understands you need a scalable, flexible PMS that works the way you do. Maestro applications are engineered for operators who need to manage their enterprise in a real-time environment for the utmost operational efficiency, productivity, control, and profitability.
NORTHWIND - Maestro PMS
Ivana Johnston - Sales & Marketing
8300 Woodbine Avenue, 5th floor
Markham, ON L3R 9Y7
Toll Free: 1-888-667-8488
Julie Keyser-Squires, APR
180 River Springs Drive NW
Atlanta, GA 30328
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