Managing Guest Feedback In Real Time With

Maestro’s

MAESTRO USER CONFERENCE 2015

Mobile technology, the Internet and Social Media have changed the way

people connect forever.

Unlimited access to information and knowledge are allowing smartphones to become real time electronic “portals” through which we

live our lives.

Potential guests source destinations, seek feedback,

and make choices using Internet connections.

Guests check in, experience their chosen property…

and check out. And opinions are formed…

“We had the most amazing time at…”

“Our room was absolutely terrible…”

“Great resort, terrible food…”

“You just HAVE to stay there…”

“We are coming back FOR SURE…”

“The service was disappointing…”

“The staff were so friendly…”

“We had the BEST time ever…”

“We will tell our friends to stay here…”

…and often shared instantly and everywhere…

Sometime while your guests are still staying with you!

All of which meansthe hyper connected traveler

is having a significant impact on the hospitality business.

Average number of reviews for a hotel –

238Percent of travelers who

find user reviews important

81 %Percent of travelers who

won’t book a hotel without reviews

49 %

Questions…How does the pervasive amount of online guest review data impact the average hotelier?

And how does this impact the average traveler?

Easy questions to ask…

Not so easy to answer…

As hoteliers…Managing your property’s reputation has never been more challenging…

You must invest in:Digital marketing effortsSocial media strategiesDifferentiating strategiesMaintaining an accurate and honest “virtual/on-line” presence

To properly manage…Ongoing guest expectations!

As hoteliers…Managing your property’s reputation has never been easier…

Guests more willing to “share”Easier to know what guests wantEasier to monitor guest perceptionsEasier to take immediate actionEasier to track guest feedbackEasier to stay connected to guests

When you take a proactive approach!

As travelers…Just because people says something doesn’t mean it’s an accurate portrayal of what actually happened…

Or what can be expected in the future.

But conventional wisdom says “where there’s smoke, there’s fire”, so…

Decisions ARE made based on what is viewed on line!

If the New Normal is…Pervasive Traveler Experience Sharing

(The Good, The Bad and The Ugly)

Then The New Solution is…

PRO-ACTIVE Property Reputation Management!

By Maestro’s

Which Brings Us to…

And Introducing…

How Works:

Splash PageSplash Page

Post Stay/Invitation EmailPost Stay/Invitation Email

Scorecards, 13 Month Trend Report and Comments Report

Scorecards, 13 Month Trend Report and Comments Report

Survey Link

Why GEM Insi is Different−Seamless & fully automated− Customizable− Mobile and tablet friendly

− Robust, reliable reporting− 13 Month rolling trend reports− Optional comparative reports

− Guest feedback reported in real time− 24/7 access to guest data

− Fully integrated with Maestro− Guest Profile− Reservations− Analytics− Loyalty

Why GEM Insight is Different

The guest experience matters…You must ask the right questions

GEM provides the key guest experience metrics you need/want

Maestro/GEM integration creates competitive advantage

GEM Insight Reporting Overview

− Key Guest Experience Points (check-in, rooms, etc.)

− Food and Beverage Venues

− Unique Venues (spa, golf, etc)

− Emotional Drivers

− Overall Perspectives

− Demographics & Comments

Sample Data

GEM Insight On Line Admin Site

Key Maestro Integration Touchpoints

− Guest Profile

− Reservations

− Analytics

GEM/Maestro InterfaceJust Keeps on Getting Better!

− Response Rate Dashboard− Arrivals Report− Analytics Dashboard− Comment Key Word Search− Survey Completion

Reminder Email − Website Widget− Custom Reporting

New GEM Features

GEMSurveyDashboard

− Pre Check-in TouchPoint

− Post Check-in TouchPoint

− Guest Follow Up Response and Issue Tracking

− GEM2 Guest Engagement Metric

What’s Coming Later in 2015?

Critical GEM Insight Benefits

− Customizable guest intelligence you can trust

− Efficient and easy to use

− Comprehensive, insightful, actionable reporting

− GEM drives long term guest engagement, loyalty and property financial performance

The Most Critical GEM Insight Benefit?− Guest intelligence you can TRUST!− The GEM numbers don’t lie− Don’t assume other sites tell your story accurately!

Tripadvisor Overall Mean Average/YearHotel A 4.18 159Hotel B 3.74 30Hotel D 3.98 84Hotel D 4.00 62Hotel E 2.92 144

GEM Overall Mean Average/YearHotel A 4.32 3930Hotel B 4.15 1787Hotel D 4.28 1966Hotel D 4.33 10755Hotel E 3.43 4453

Introducing…

− Short, non customizable survey− < 60 second interaction time− Quick and easy to set up− Performance and comments reporting− 24/7 access to all guest data− lower entry level price point

Connecting the dots between a Positive guest experience and loyalty…

− Did they enjoy their experience with us?− Did they engage with us?− Are they connected to us?− Will they advocate for us?− Are they guests for life?

Used to be virtually impossible…

Until Maestro’s GEM!

Sample Data

Sample Data

Sample Data

Sample Data