GEMS, aka Guest Experience Management Services, stands for the heart of every organization: people. People are gems, and they need to be polished regularly to shine. Your employees 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 and coaching in collaboration with cultural attractions, public gardens, museums and businesses to achieve long-term gains in guest loyalty, service excellence and 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. In her twenty-plus years in executive management, she has facilitated guest service programs and processes for more than forty cultural institutions. Connie combines this 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. 

Prior to founding GEMS in 2015, Connie was the first to hold the position of Guest Services Director at Longwood Gardens, where she built a new department and guest experience model from the ground up. She also led the development of the Guest Experience Academy, a one-of-a-kind training program that has since been shared within forty-eight cultural institutions across North America, with Connie as the lead facilitator. During her tenure at Longwood, revenue grew from $13 million to $23 million, while guest numbers rose to more than 1.1 million annually.

Prior to Longwood, Connie was a Regional Vice President with the global hospitality company Sodexo Alliance, 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, health care, retail and cultural attractions. She came to Sodexo through its 2002 acquisition of boutique hospitality provider the Wood Company, where she held the position of Area Vice President and led a number of training, customer experience and client retention efforts.

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