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Schlitterbahn Resorts Uses Guest Response System to Build Repeat Biz and Ratings

Schlitterbahn -- like all hotels and resorts -- was seeking a way for guests to have a positive experience that generates repeat business and loyalty. Candid, actionable guest feedback provides the most effective insight in how hotels can deliver an experience guests value. 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. 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.”
The Maestro Enterprise Property Management hotel software suite of 20+ solutions is the industry’s most robust and well supported system for independent hotels, resorts, and multi-property groups. 
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