Welcome your guests and keep them coming back, while improving your Trip Advisor reviews.

2. 1 2 3 4
SURVEYS

3. 1 2 3 4
SURVEYS
Automatic Surveys
• Send warm surveys that have a higher chance of getting filled out because
you've already established a relationship with your guest.
• On positive review, use the Philosophy of commitment and consistency to get a
76% higher chance of having the customer go on to leave a higher Trip Advisor
review.
0%
76%

4. 1 2 3 4
SURVEYS
Automatic Surveys
• Make the survey as simple as possible, pre-populate reviews with survey
information to ensure a higher degree of follow through with review, and with
Facebook login to leave post on users wall.
• Customizable questions to focus on things that matter to hoteliers, and your
Hotel.
• Immediate feedback to quickly take action.
• Compare against your competition, and national averages.
• Data to manage your progress.

5. 1 2 3 4
GUEST COMMUNICATION
GUEST COMMUNICATION

6. 1 2 3 4
GUEST COMMUNICATION
Customer Service and Satisfaction
• Reach the right customer with the right message at the right time using our
customized and segmented marketing campaign tool.
• Send a Welcome email right after guest purchase, to capture their attention
and start the relationship on good standing.
• Our No-Hands package will take all the thinking out of the process for you,
including the hiring of a videographer to come to your hotel and film the
appropriate staff person for a Warming, and engaging Welcome Video.
• Data shows that the most anticipation and excitement about an upcoming
holiday is the 2 weeks prior to the actual vacation. Send a timely reminder
email to your guests, giving them tips about what's happening in the area,
in the hotel, what to bring, and general travel tips for traveling in Mexico.
• Know exactly which email campaigns generate the most visits with real-time
results and analytics.

7. 1 2 3 4
GUEST RETENTION

8. 1 2 3 4
GUEST RETENTION
Reviews and Online Reputation Management
• Gemm'sGuestRetain allows you to monitor and respond to all of your guest
reviews easily from a single dashboard. When guests leave a review on a site
like Trip Advisor, the dashboard will bring in that review so you can quickly and
easily batch the responses in a single day.
• On positive review, use the Philosophy of commitment and consistency to get a
76% higher chance of having the customer go on to leave a higher Trip Advisor
review.

9. 1 2 3 4
GUEST RETENTION
Reviews and Online Reputation Management
• While negative reviews are inevitable, they are perceived even worse if they
are not accompanied by a response. Managing these responses through out
all of the various review sites is hugely time consuming and manual. Manage
this easily, or better yet, have our all in one package handle this for you. Online
reviews are selling points to potential customers, and responding shows you
are dedicated to providing the best service. Let Gemm'sGuestRetain service
manage these reviews in a single location and to easily respond to them.
• Build your reputation and make it even stronger by targeting your most
supportive customers. Target them, and get them talking more about their
brands
with our targeted and tracked automated emails.

10. 1 2 3 4
GUEST RETENTION SERVICE

11. 1 2 3 4
GUEST RETENTION SERVICE
Guest Retention Service
• The easiest guests to bring to your hotel are the guests that have already been
to
your hotel. You already know they travel, they know you, and they're going to be
used to hearing from you.
Keep track of their information, and send them timely
emails and remind them of some of the events that are going on inside the hotel,
or around in the area. Get those repeat business customer's coming back, to
your hotel with incentive deals, and offers that you have running.
Keep track of metrics like:
• Deal Conversion rates.
• Lifetime value of a customer.
• New Customer Acquisition Costs vs Retained Customer costs and referrals.
• Open Rates.
•Click Throughs to content.

12. 1 2 3 4
GUEST RETENTION SERVICE
Guest Retention Service
• Don't reactively manage your marketing, but doing what the competition does,
keep lowering your rates. That's a road to no where. Be proactive about your
marketing, and focus on the guests that you have, and already have. Keep them
coming back with well designed, and managed automated news letters about
what your hotel is doing.
In 2005, the Guinness World Book of Records
listed the Greatest Salesman ever, a car dealer
who was averaging 6 new car sales a day.
The average Less than 6 a month. How was he
able to do this? Directly from him - his secret
was by sending 12 pieces of mail, or emails a
year and by doing so, was in those customer's
minds 12 times a year. He got them talking
about him, remembering him, and coming back.

13. 1 2 3 4
GUEST RETENTION SERVICE
Guest Retention Service
• With Gemm's all-inclusive package, let our social scientists manage this
process to ensure that our market knowledge is being used to the best of its
ability.
• Use our templates to manage your news letter services with a customized look
for your hotel.
• Get marketing tips and strategies to get higher open rates.
• Let our staff manage this for you with our All Inclusive Package.