OUR VISION is to complete your brand experience


...by instilling a guest experience mindset that drives ongoing consumer loyalty.

No one can afford to lose customers. Generally, the cost is three times greater to re-engage a lost consumer than to maintain a delighted one.


...by collaborating on a strategy, road map and execution plan that result in long-term gain.

Every great experience begins with a great plan. And developing and executing a great plan requires commitment and collaboration.


...by stimulating the heart and mind while serving both the internal and the external customer.

Service education and training in your consumer’s environment not only reduces expenses, it generates lasting impact and renewed perspective for your people.


...by managing organizational change to continuously drive improvements from the guests’ viewpoint.

There’s no quick-fix solution. Introducing new ideas and changing behavior is hard work that begins with establishing a true service culture.




Every guest has an experience expectation. That experience is a direct reflection of your brand. At GEMS, we work with you to bring your brand to life in the consumer experience. Based on deep hospitality and service expertise, we develop a tailored strategy and model to deliver on your objectives—whether they be higher guest loyalty, increased revenue, deeper employee engagement or a combination of these. Because we believe your people are the real gems, the key to a great guest experience every time.


Perhaps your gems need a bit of polish to truly sparkle? Let us be the polish that makes your people shine.



The reasons for a poor guest experience are numerous—a mismatch with customer sophistication, changes in employee work attitudes, an overabundance of technology, to name just a few. At GEMS, we believe that while these are contributors, the real issue is much more deeply rooted. It’s embedded in your people.

A long-term commitment to excellence in guest service, one that’s accepted top to bottom in the organization, is critical for real cultural change. Based on proven expertise, we’ve developed key steps to build on that commitment and instill lasting change in your customer service performance. Just a few simple ideas like these can produce profound results.

  • CREATE A PATH — Your path to guest excellence begins with observation: see first-hand how your guests interact with your people, your organization and your brand. Then collaborate to collect, prepare and present ideas for change. And, always, listen, deliver, measure and adjust to your consumers’ changing needs.
  • PROVIDE PERSPECTIVE — See your organization through the eyes of your customers. Develop a plan, share your vision and execute it using the “eyes of the guest” as your best guide and measurement.
  • EDUCATE YOUR GEMS — Build up your most important asset: your people. From front-line staff to business partners to executive leaders, they are your real gems. Develop customized educational training workshops for every level of your organization focused on guest experience excellence.


Service excellence is a significant advantage and differentiator for both private and public organizations. GEMS has proven expertise, hands-on knowledge and exceptional experience in molding organizations like yours into leaders in the guest service excellence arena. 

We all want to be delighted by service excellence. Exceeding the expectations of your customers is about delivering on the promise of your brand. In today’s economic environment, consumers have many choices for how and where they spend their dollars. We will help you attract customers, delight guests and improve consumer loyalty in this competitive environment.



There’s no better time than NOW. Take the first step on the path to transforming your organization into a guest service excellence leader.

Let's get started today.