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Staff training

7 do’s of good people management in the hospitality industry

Key ways to maximise your front of house team.

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.

The hgem gem wheel

What is the GEM solution?

 Understanding our approach to Guest Experience Management.

A calendar inside a diary

HGEM highlights of 2017

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

A woman using a laptop

The challenge of measuring quality

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

Knowledge: the key to confidence

Knowledge: the key to confidence

When staff are armed with the knowledge to deliver a great guest experience, it fosters a culture of confidence in the whole front of house team.

Michelin star logo

Michelin status: is it still relevant in measuring guest experience?

Guests are increasingly setting their own standards - has the Michelin standard had its day?

What’s the secret to knowledge that sticks with staff?

What’s the secret to knowledge that sticks with staff?

With high staff turnover and constantly evolving teams common in hospitality, it can be tough to arm staff with the necessary knowledge to provide a great guest experience.

Concierge opening a hotel room door

Cultivating a concierge mentality from the bottom up

Over 900 guests shared their best hotel experiences to shed light on how hoteliers can create the coveted concierge experience every time.

Gamifying Selling

Gamifying Selling

How to motivate staff and increase sales by finding fun ways to motivate your front of house team.

Upselling well: make it responsive

Upselling well: make it responsive

How a preemptive and empathetic approach to upselling can add value to the guest experience. 

Know your margins (and make sure all your staff do too)

Know your margins (and make sure all your staff do too)

Every team member can influence sales - we explore how ensuring your team understands this can help you business grow.

Party in the front, business in the back: a template for organisational success

Party in the front, business in the back: a template for organisational success

Why the 'reverse mullet' business model can pay off when it comes to consistent guest experience.

Maintaining consistent guest experience in fast-expanding businesses

Maintaining consistent guest experience in fast-expanding businesses

In an expanding business, keeping your guest experience from slipping can be a challenge - we explore how to mitigate this risk.

Meeting the Brexit challenge in hospitality: an opportunity for guest experience

Meeting the Brexit challenge in hospitality: an opportunity for guest experience

What are the implications for staff retention and guest experience after Brexit?

Science of perfect timing

Science of perfect timing

It can be one of the trickiest aspects of hospitality - getting timings right is key.

Bill time: how to end on an up

Bill time: how to end on an up

How to make the most of the opportunity for interaction during a bill payment.

All day service: effective team briefing

All day service: effective team briefing

An 'open-all-hours' approach to food service can make finding time for a team briefing a challenge. 

Crayons and colouring book

Pace and family dining

When it comes to families, an attentive and flexible approach from your front of house team is key.

Pitch perfect brand delivery

Pitch perfect brand delivery

A top-down approach is key to establishing strong brand values.

The fine art of saying 'no'

The fine art of saying 'no'

Appearing reasonable, empathetic and confident during difficult situations can be tough.

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