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A smiling waiter

Top tips for welcoming hospitality guests

You only get one chance to make a first impression so a warm welcome is key for a great guest experience.

Royal ascot logo and hgem logo

Royal Ascot

We discuss our relationship with Royal Ascot and the steps we've taken to improve their guest experience.

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Client News

Catch up with the latest news from our clients.

Portrait of Caroline Browning, General Manager of The Roseate Villa​ in Bath

The evolution of quality in hotels

Caroline Browning, General Manager of The Roseate Villa in Bath, on providing the little touches that make a great guest experience.

Vegan salad from beyond the kale in bath

The ‘Veganuary’ trend

Numbers of guests attempting a January vegan diet have skyrocketed - so what does this mean for hospitality?

Client news graphic

Client News

Catch up with the latest news from our clients.

The hgem gem wheel

What is the GEM solution?

 Understanding our approach to Guest Experience Management.

Waitress carrying empty plates

The right staff behaviours to guarantee great word-of-mouth reviews

The behaviour of your team members is a key part of your service.

Tripadvisor logo

Are guest review sites to be trusted?

Are guest review sites alone enough to measure the guest experience?

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Client news

Catch up with the latest news from our clients.

A calendar inside a diary

HGEM highlights of 2017

2017 was a year of change for HGEM. We reflect on our successes.

2017 graphic

A look back at 2017

We've learnt a lot this year, take a look at our top takeaways.

A man sat in a restaurant looking at his mobile telephone sat opposite a woman holding a drink

​Top tips for encouraging recommendations

We explore the most effective ways to encourage positive reviews and recommendations from guests.

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Client News

Catch up with the latest news from our clients.

Two men browsing the internet on a laptop

Where do guests look for recommendations?

Hospitality operators can draw feedback from a variety of sources.

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Client News

Catch up with the latest news from our clients.

A woman using a laptop

The challenge of measuring quality

The methodology we use to help our clients measure and improve their guest experience.

A waiter carrying a salad and a burger with fries

Why satisfactory is never enough in hospitality

Ensure your guest experience is one to remember.

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Client News

Catch up with the latest news from our clients.

Instagram logo

The Instagram effect - how the platform has divided the industry

It can be a powerful tool for promoting your business, but Instagram isn't without its critics in hospitality.

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Client News

Catch up with the latest news from our clients.

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