Maestro PMS created its GEM, Guest Experience Measurement, system to give operators more guest feedback faster and more clearly. All Schlitterbahn’s resorts use the Maestro PMS and GEM. Schlitterbahn operates five waterpark destinations, three are full-service waterpark resorts with guest lodging.
“Guest experience is very important to Schlitterbahn,” said Kathryn Barton, rate and reservations manager at Schlitterbahn Water Parks and Resorts. “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. 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 enables our team to connect with guests to address unresolved issues on the same day,” Barton said. “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. We want to know how guests see our resorts and how we can do better; GEM helps us do this.”
EM 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,” Barton continued. “Guests appreciate our personalized care and we work hard to improve our guests’ experience each year.”