case study · Hospitality
How The Strings Hotel Nagoya keeps guests engaged 3× above average with GEM
The Strings Hotel Nagoya (Best Bridal Inc.) uses GEM to put hotel services, shuttle schedules, dining and in-room requests on every guest's own phone — in six languages, with no app and no sign-up. Guest engagement runs about three times the network average.
The challenge
Hotels face staff shortages and language barriers, while front-desk workload goes unmeasured — so it is hard to know what to optimise. In-stay guests are rarely offered promotions, and communication gaps with international guests hurt both efficiency and satisfaction.
The solution
GEM delivers “digital hospitality” — pairing warm, human service with an IT layer guests reach on their own smartphone. There is no app download and no personal-information sign-up; the interface switches automatically to the phone’s language, an easy CMS keeps information current, and data analysis reveals guest needs.
Key features
Digitised facility info and check-in/out guidance; mobile ordering; an AI chatbot and chat room; coupons, pop-ups and notifications; surveys and a review feature; recommended local info; a data-analysis admin site; and integrations with reservation, crowd-monitoring, website and SNS systems (PMS/POS on request).
Design & languages
GEM adapts to each brand with configurable brand colours and dark or light mode. It supports six languages — Japanese, English, Korean, Traditional Chinese, Simplified Chinese and Vietnamese — switching automatically to the guest’s phone language, with one-click CMS translation and the option to show different content per language.
The results
In May, GEM at The Strings Hotel Nagoya drew 766 guests, 6,839 content impressions and 3,945 clicks, with 14 hours 44 minutes of total guest engagement — roughly 3× the network average (impressions +134%, users +198%, clicks +189%, total engagement +177%). Guests used it in five languages — Japanese, English, Korean, Chinese and German — most often opening hotel services, the shuttle-bus schedule, restaurant info, and in-room requests like cleaning and laundry.
By the numbers
Used GEM in May
≈3× the network average
3,945 clicks
JA / EN / KO / ZH / DE
Beyond hotels
GEM’s engagement model extends beyond accommodation — it has been applied by a cosmetics company, a wedding-services company, and for exhibitions and events.
Frequently asked questions
Do guests need to download an app?
No. Guests use their own smartphone — no app and no personal-information sign-up.
How many languages does GEM support?
Six — Japanese, English, Korean, Traditional Chinese, Simplified Chinese and Vietnamese — switching automatically to the guest’s phone language.
How do staff update content?
Through an intuitive CMS with real-time preview and one-click translation into every language.
What results have properties seen?
At The Strings Hotel Nagoya, 766 guests and 14h 44m of engagement in May — about 3× the network average.
Can GEM integrate with our systems?
Yes — reservation, crowd-monitoring, website and SNS integrations are standard, with PMS/POS available on request.
Is GEM only for hotels?
No — it is also used for cosmetics, wedding services, and exhibitions and events.
Bring GEM to your property
See how digital hospitality lifts guest engagement and frees your front desk.