GEMS, aka Guest Experience Management Services, stands for the heart of every organization people. People are gems and as employees, we know they need to be polished regularly to shine. Your people can and will deliver your brand when there is a committed service excellence mindset, with a clearly defined path, processes and standards. GEMS is a consulting firm specializing in guest experience strategy, modeling, coaching and collaborating with cultural attractions, public gardens, museums and businesses to achieve long-term gains in guest loyalty, service excellence and increased revenue.  

 


Connie McCaw, President and Owner of Guest Experience Management Services, consults with organizations seeking to improve customer service and consumer loyalty to garner long-term gains. Connie combines her twenty plus years of executive management experience with knowledge of cultural, corporate and hospitality operations to provide strategic consulting, guest experience modeling, and proven training programs that drive organizations on the path to customer service excellence. 

 

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Whether we're incorporating your organization's

own real-life guest scenarios into a workshop, developing a train the trainer program to get ready for opening a new exhibit or coaching your executive team through the process of creating a guest experience strategy, you can count on us to deliver insight into your unique culture, brand and situation.

 

 

She started her professional career as a post-degree intern at the Hemisphere Club in New York City where she began to develop her passion for hospitality and guest services. Over the last two decades, Connie has been recognized as a thought leader in cultural and corporate sectors and has delivered results to Fortune 500 clients, top government agencies and leading cultural attractions.

Most recently, Connie held the position as Longwood Garden's first Guest Services Director, building a new department and guest experience model from the ground up. At Longwood, Connie directed the garden’s guest services operations, retail, visitor center, membership, dining and performing arts teams. During Connie's tenure, Longwood Gardens’ revenue grew from $13 million to $23 million, while guest numbers rose to more than 1.1 million annually.

She also led the development of the Guest Experience Academy, a one-of-a-kind training program that transformed Longwood’s delivery of the daily consumer experience. The Guest Experience Academy proved to be a program many cultural institutions found beneficial. Since its start in 2012, the Guest Experience Academy workshop has been shared within 48 cultural institutions across North America, with Connie as the lead facilitator.

Prior to Longwood, Connie was a Regional Vice President with Sodexo Alliance, a global hospitality company where she managed accounts totaling $42 million in revenue and directed a team of 650 servicing a variety of account types including corporate, government agencies, healthcare, retail and cultural attractions.

She came to Sodexo through their acquisition of The Wood Company in 2002. Connie held the position of Area Vice President with the Wood Company, a boutique hospitality provider, who grew across the U.S. based on positive client performance. While at The Wood Company, Connie managed Fortune 500 client contracts, such as MBNA Bank, The Vanguard Group, and DuPont, totaling $38 million in revenue. She led a number of training, customer experience and client retention efforts.

Connie is a graduate of Paul Smith’s College, Paul Smiths New York, and recently earned a certificate of Inner Mastery/Outer Impact from Columbia Business School, New York, NY.

In addition, Connie volunteers locally and has served on the Chester County Visitor's Bureau (2009 to 2015) including serving as Board Chair and Secretary. She actively supports the Chester County Food Cupboard and recently has volunteered at The Hickman, a senior living facility, where she supports the Human Resource committee.

Connie is an active member of Association of Talent Development, Philadelphia Cultural Alliance and Public Garden Association.