Opinion

Opinion


News and opinion on Guest Experience Management

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How to balance safety and experience in hospitality

How to balance safety and experience in hospitality

With rising Covid cases across Europe and UK, safety is yet again at the forefront of consumers minds.

Operators divided over further discounting after EOTHO

Operators divided over further discounting after EOTHO

Some operators are choosing to extend the EOTHO offer, covering the costs themselves, whilst others warn this will lead to dangerous discount wars.

Eat Out to Help Out and Beyond

Eat Out to Help Out and Beyond

EOTHO scheme is delivering a much-needed sales boost to participating venues, but what happens when the scheme ends? Here's our findings.

What are consumers thinking and feeling post-lockdown?

What are consumers thinking and feeling post-lockdown?

Summary of EP Magazine's interview with our MD, Steven Pike, who shares our top findings based on recent consumer sentiment surveys

Make the positive effects of Eat Out to Help Out last - get the safety basics right

Make the positive effects of Eat Out to Help Out last - get the safety basics right

Hopefully EOTHO scheme manages to change the staying-in habits enforced by the pandemic, by showing customers that it is safe to do so.

Habits not yet set in stone – Eat Out to Help Out may prove popular

Habits not yet set in stone – Eat Out to Help Out may prove popular

Results of a survey into people's attitudes to eating out again, and what might tempt them out

Consumers show support for mandatory face coverings in hospitality

Consumers show support for mandatory face coverings in hospitality

Survey reveals what consumers think about staff and guests wearing face coverings in pubs and restaurants.

Locksbrook Inn in Bath

Hurrah! Reflections on reopening of pubs and restaurants

Reflections on the first post-lockdown dining out experience

HGEM launches Track & Trace for hosted entry

HGEM launches Track & Trace for hosted entry

If booking apps and wifi only give you a partial solution to tracking who's in your pubs or restaurants for NHS Track and Trace, then we can help with this simple and secure solution to record contact details for 21 days.

Diner survey - eating out post-lockdown

Diner survey - eating out post-lockdown

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

Fee-free month for new and returning clients

Fee-free month for new and returning clients

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

HGEM benchmark report

HGEM launches new benchmark reporting

HGEM launches benchmark reporting on KPIs in the GEM Wheel.

Incentives: inbox me, but don't get social

Incentives: inbox me, but don't get social

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

international womens day

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

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

iphone

​Do your feedback requests cause friction?

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

Pancake Day

Pancake Day

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?

Are you asking guests to share too much data?

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

How guests are celebrating this Valentine’s Day

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

catering recruitment

Catering recruitment trends 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

How to rescue a negative online review

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

Why operators shouldn’t mistake employee happiness for engagement

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.