For The guest experience manager
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
For The guest experience manager
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
The guest experience manager
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The editors and contributors shaping guest experience and hospitality leadership coverage at GEM Journal.
GEM Journal is produced by a team of hospitality journalists and industry leaders focused on guest experience, leadership, and operational strategy.
Our work is grounded in reporting, interviews, and industry insight designed for operators who lead from the front.
We cover the decisions, pressures, and performance standards shaping modern hospitality.
Guest experience strategist with 40+ years in hospitality leadership.
Hospitality trade journalist covering guest experience and operations.
Hospitality journalist covering leadership, service, and industry trends.
Roberta is the designer of 3DService®, a unique service training methodology integrating touch points, behaviors, skills, strategies, and methods to drive positive customer emotions, recognizing the multiple dimensions of exceptional service. Her diverse background with both public and private companies allows clients to draw on her extensive career experience for business solutions. Her passion and authentic style inspire deep dives into the soul of an organization resulting in powerful road maps to excellence creating brand value and customer loyalty.
Roberta is the designer of 3DService®, a unique service training methodology integrating touch points, behaviors, skills, strategies, and methods to drive positive customer emotions, recognizing the multiple dimensions of exceptional service. Her diverse background with both public and private companies allows clients to draw on her extensive career experience for business solutions. Her passion and authentic style inspire deep dives into the soul of an organization resulting in powerful road maps to excellence creating brand value and customer loyalty.
Joe Pye is the Editor-in-Chief of The GEM Journal. For the past eight years, Pye has worked as a finance reporter before diving into the world of guest experience. He’s observed one common thread among his finance and hospitality reporting: emotions drive financial decisions. Unforgettable guest experiences can lead to lifelong customers.
Joe Pye is the Editor-in-Chief of The GEM Journal. For the past eight years, Pye has worked as a finance reporter before diving into the world of guest experience. He’s observed one common thread among his finance and hospitality reporting: emotions drive financial decisions. Unforgettable guest experiences can lead to lifelong customers.
Kristen Grau is a personal finance and freelance writer of six plus years for sites including LendingTree, ValuePenguin and Debt.com. She has covered finance topics like credit cards, debt, small business taxes and accounting — as well as LGBTQ+ issues, education and hospitality. She has a journalism degree from Florida Atlantic University.
Kristen Grau is a personal finance and freelance writer of six plus years for sites including LendingTree, ValuePenguin and Debt.com. She has covered finance topics like credit cards, debt, small business taxes and accounting — as well as LGBTQ+ issues, education and hospitality. She has a journalism degree from Florida Atlantic University.