Harnessing AI to elevate every guest experience
Trusted By
Trusted By
HGEM empowers hospitality operators to deliver exceptional experiences at every touchpoint. Our award-winning AI-powered platform turns guest feedback into actionable insights, giving managers at every level the visibility they need to drive continuous improvement and growth.
Generate more reviews and higher ratings
Engage your guests with our fully branded and integrated feedback sites.
Use response templates or AI brand prompts to respond to guests in your own tone of voice.
We make it easy with our interactive dashboards and embedded AI tools.
Keep customers coming back
With our wide range of NPS and demographic analysis reports.
Discover what customers are talking about and use AI to measure their opinions.
With dish ratings and a wide range of KPIs, such as presentation or value-for-money.
Win back guests with our case management suite and real-time alerts when things go wrong.
Deliver steps of service and sell more
Use mystery guests to audit your team against an operational framework
Nurture friendly competition with internal benchmarking, and use the task centre to follow-up any required actions
Use our objective framework to inspire your teams to do their best work
Engage your guests and capture their thoughts on what is important to you with a fully configurable feedback site that looks and feels like an extension of your brand
Monitor and improve your online reputation with ratings, comments and reviews from up to 12 review platforms, together with stats on competitors
Ensure teams consistently practice what they have been trained through objective measurement of standards, processes, behaviours and sales opportunities
Track the performance of each dish using league tables on things like presentation, portion size, temperature, taste, timing, value-for-money
Since we launched our guest experience management programme with HGEM, we have transformed the culture and the way that PizzaExpress listens to customers.
Stephanie Farrow | Head of Strategy & Insight Read PizzaExpress Case Study
"We have a great working relationship with HGEM. There's a lot of collaboration and feedback going back and forth; we're always working together to make the most of the insights we get from the Mystery Guest programme. They really understand our shops and what we are trying to achieve."
Mark Corney | Global Head of Operational Development
“HGEM help remind us of what it is to be a guest in a Firmdale Hotel for the very first time. Their experience in the hospitality arena is second to none & their desire for excellence matches that of our own”.
Jay Scott | Learning and Development Manager
"HGEM survey sites and review management make our lives easier and provide real clarity on what our guests think. There's clear feedback on what we're doing well and where we can improve."
Kate Dell | Head of BrandWe’re incredibly proud of the work we do with our hospitality clients to improve guest experience through our insights platform, The Hub — but that’s not all we’re about. At our core, we’re a team of people, passionate about exceptional experiences. Check out who we are and why we’re obsessed with hospitality.
