We work with leading hotels and experiences to create moments and businesses that guests love
Great guest experiences start with a great team experience
The GEM is our popular set of tools that help make you and your teams better, more confident innovators so that you can design, create and capture more value in your guest experience.
The Guest Experience Map®
The Guest Experience Map® is your storyboard tool to design a new experience or improve a current one. It’s created with a specific set of universal ideas, and is designed as a big-picture assessment of your guests’ experience. It provides you with a framework for creating breakthroughs in three key areas:
What happens BEFORE the guest has booked.
What happens DURING the guest’s in-residence time
What happens AFTER the guest’s departure
The map systematically lays out how you will attract the right guests and move them toward booking, and then through delivering remarkable guest experiences while unlocking incremental revenue-generation opportunities, and then how you will make guests part of your family for a lifetime.
The Guest Experience Map® helps you create remarkable experiences around 10 key moments.
We call these your 10 Profit Activators:
How we predictably attract our ideal guests
How we educate and motivate
How we create irresistible offerings
How we communicate to guests pre-arrival
How we create a great first impression
How we create a ‘world-class’ in-residence experience
How we say goodbye
How we communicate post-departure
How we make our guests part of our family
How we orchestrate referrals
Here’s how a map can help you.
Tell the story of how your experiences come together
This could be our overall guest experience in general, or a map for specific guest segments, or experiences within your business.
Create a map for offering a new experience
Launching a new experience? The Guest Experience Map® helps you create a plan for how you will deliver this experience.
Identify strategic opportunities in your experiences
By mapping out your current experience, you can identify opportunities for strategic breakthroughs by applying the 10 Profit Activator to each major component of our map.
Design Moments Guest Love
A great guest experience is really about creating a collection of better moments. The GEM cards are a simple and powerful tool to explore a range of possibilities in designing memorable and meaningful moments for our guests.
What moments should you focus on?
How to design remarkable moments.
How to use the GEM cards.
12 remarkable GEMs in the wild.
What makes a great GEM?
Included are blank tools you can print and use with your teams.
Interested in working with us?
Read this first.
The Guest Experience Map®, The GEM Finder and the GEM Cards are copyrighted by FWNATION PTE. LTD. (Singapore) and are not to be modified or used in software or other commercial products. Feel free to use The Guest Experience Map, The GEM Finder and the GEM Cards in meetings or for consulting services under the condition that you must reference and cite TheGem.com and fully display the Guest Experience Map logo. Please contact firstname.lastname@example.org for any inquiry.