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Opinion

Opinion


The latest news, issues & trends shaping the guest experience management industry.

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​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.

Charitable giving: providing a platform for employees to give back

Charitable giving: providing a platform for employees to give back

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

Diners appetite for feedback opportunities increases

Diners appetite for feedback opportunities increases

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

Top reasons why employers lose points through employee feedback

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

Steven Pike

Yapping with… Steven Pike

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?

How did HGEM clients fare over the busy Christmas period?

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.

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ENPS - what is it and why is it important?

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.

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Why replace when you can retain?

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

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

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

5 ways to become more emotionally connected to your guests

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

Image from Ella Ollsen

Our Veganuary dish recommendations

We share the teams favourite vegan dishes to inspire you this Veganuary!

​HGEM’s predictions: Hospitality trends for 2020

​HGEM’s predictions: Hospitality trends for 2020

HGEM's Managing Director, Steven Pike shares his predictions for the hospitality industry in 2020.

Vegan Christmas Sandwich Taste Test

Vegan Christmas Sandwich Taste Test

Our vegan Christmas sarnie recommendations as tried and tested by team HGEM.

Round-up: What was the story of 2019 in the hospitality industry?

Round-up: What was the story of 2019 in the hospitality industry?

HGEM's Managing Director Steven Pike reflects back on the year as we transition into 2020.

The smart way to use discounts and campaigns to drive footfall in January

The smart way to use discounts and campaigns to drive footfall in January

January is a unique month in the industry, with specific challenges but equally some great opportunities.