Opinion

Diner survey - eating out post-lockdown

Insights

2nd July 2020

Here are the results of our survey of 500 diners across the UK in June 2020

Fee-free month for new and returning clients

HGEM News

15th June 2020

As operators gear up to restart their businesses, HGEM is ready to do all it can to help. We see o...

HGEM launches new benchmark reporting

HGEM News

1st June 2020

HGEM launches benchmark reporting on KPIs in the GEM Wheel.

Incentives: inbox me, but don't get social

Insights

10th March 2020

In 2020, the collection and analysis of personal data is vital for the food industry and the easie...

International Women’s Day 2020: How close is the hospitality sector to achieving gender equality?

Blogs

5th March 2020

We celebrate women in hospitality this International Women's Day.

​Do your feedback requests cause friction?

Blogs

5th March 2020

We explore the best time to request feedback from your guests and where operators are going wrong.

Pancake Day

Blogs

25th February 2020

Happy Pancake Day! We ask the HGEM team if they prefer sweet or savoury and share some fun pancake facts.

Are you asking guests to share too much data?

Blogs

21st February 2020

With operators requesting more data than ever, we ask our panel of mystery guests about how, when and what they expect when it comes to providing you with their data.

How guests are celebrating this Valentine’s Day

Blogs

12th February 2020

We ask our panel of mystery guests about their plans this year

Catering recruitment trends 2020

Insights

5th February 2020

We all had our say on what trends we thought would be big in the catering industry in 2020. Now we’re a month or so into the New Year, we thought we’d see how things are playing out in reality.

How to rescue a negative online review

HGEM News

31st January 2020

With 87% of consumers making restaurant or pub bookings based on online reviews, what happens when an operator receives so...

Why operators shouldn’t mistake employee happiness for engagement

Blogs

30th January 2020

All employers want their team members to be happy, contributing to staff morale and boosting productivity in the workplace. But there are a multitude of external reasons that affect employee happiness that have nothing to do with their role or your business.

Charitable giving: providing a platform for employees to give back

Insights

29th January 2020

HGEM's Operations and HR Director, Lisa Chambers discusses the importance of encouraging employees to give back.

Diners appetite for feedback opportunities increases

HGEM News

23rd January 2020

Our latest research has revealed that while online reviews remain a valuable tool for operators with 87% of consumers making diner choices based on them, consumers would also welcome more direct channels of feedback with operators – particularly email and conversations with the manager.

Top reasons why employers lose points through employee feedback

Blogs

23rd January 2020

We share an industry overview of why employers are losing points when it comes to the happiness of their team members.

Yapping with… Steven Pike

Blogs

22nd January 2020

Our partners, Yapster interview our Managing Director Steven Pike on HGEM's highs of 2019 and hopes for 2020.

How did HGEM clients fare over the busy Christmas period?

Insights

17th January 2020

Christmas and New Year are understandably busy times in the hospitality industry with people socialising more with family, friends and work colleagues. We have taken at look at the impact Christmas and New Year had on our clients at different stages of their guest journey compared to the rest of year. We hope you find this interesting.

ENPS - what is it and why is it important?

Blogs

10th January 2020

Employee NPS works the same way as a traditional Net Promoter Score, enabling operators to identify the proportion of employees likely to recommend them as an employer versus those likely to do the opposite.

Why replace when you can retain?

Insights

10th January 2020

We explore the importance of investing in the happiness of your employees and how this has a direct impact on your guest experience.

Hospitality is more than a stopgap. It’s a career

Blogs

7th January 2020

We share our thoughts on the negative perception of the hospitality industry and the responsibility we have to change that.

5 ways to become more emotionally connected to your guests

Insights

3rd January 2020

HGEM’s Operations and HR Director, Lisa Chambers, discusses the importance of providing an emotionally-aware service.