Blogs, Insights
Every day, hospitality operators receive signals about guest experience – what’s working, what’s slipping, and where attention may be needed. Reviews, surveys and in-venue feedback provide valuable indicators, but quickly surfacing and analysing those signals in a way that supports timely decisions is where many teams feel the pressure.
The launch of Halo marked a shift in how quickly operators can understand guest data. As hospitality’s first AI assistant for Guest Experience Management, Halo analyses guest insights, instantly – giving operators a clear view of what guests are experiencing while that insight is still timely and relevant.
That speed matters in an industry where teams are constantly balancing operational demands, often without the time to step back and analyse data in depth.
As insight becomes faster and more accessible, a natural question follows: how do teams turn insight into action?
That question has shaped the next stage of development in HGEM's Guest Experience Management platform, The Hub.
Halo provides operators with insight without the manual effort.
But insight alone doesn’t change outcomes - it’s deciding what to do next, and doing it consistently.
Guest feedback frequently highlights areas that need attention, but without structure, those insights can quickly become background noise: acknowledged briefly, noted informally, and then overtaken by the next service or competing priority.
The question, then, isn’t how to surface insight more quickly.
It’s how to translate that understanding into clear, practical improvement.
This is where Action Plans come in.
Action Plans are designed to help operators take the insight they already have – whether surfaced through Halo or wider guest experience data – and turn it into structured, trackable action.
They provide teams with a simple framework to define:
Rather than insight sitting in isolation, Action Plans give it direction.
They make it easier for teams to move from recognising an issue to agreeing a response, tracking progress over time, and embedding improvement into everyday operations.
For operators, these situations are familiar.
Halo may highlight a recurring theme: guests mentioning slower service during peak periods. The issue isn’t critical yet, but it’s consistent enough to warrant attention.
Previously, that insight might sit in a report until the next scheduled review.
An Action Plan provides the structure to act sooner – reviewing staffing patterns, refining service flow, monitoring guest feedback week on week, and aligning teams across shifts.
Or consider delivery performance. Feedback begins to trend downward, with repeated mentions of missing items or inconsistent packaging. The problem is visible, but difficult to prioritise alongside day-to-day pressures.
Action Plans allow teams to focus that insight into operational change – tightening handover processes, reviewing supplier consistency, and tracking recovery over time.
In multi-site groups, the opportunity is broader still. One location may be outperforming others on atmosphere or staff friendliness. Action Plans make it easier to capture what’s working, share best practice across the group, and reduce reliance on informal knowledge or assumption.
In each case, the insight remains the signal.
Action Plans provide a clearer route forward.
The most effective hospitality brands treat guest insight as a living operational input.
They build systems around improving it, whether that’s service delivery, menu satisfaction, or team consistency.
That’s what The Hub continues to evolve into.
Halo brings speed and clarity to guest insight. Action Plans add the next layer, turning this understanding into focused action.
For operators, the challenge is rarely a lack of information. It’s finding the time, structure and confidence to respond before small issues become bigger ones.
Halo continues to change the speed at which operators can understand guest feedback. With Action Plans, The Hub builds on that foundation, supporting teams in turning insight into improvement that can be tracked, reviewed and delivered across the business.
As The Hub evolves, the aim remains the same: making guest experience management more immediate, more practical, and more useful for the people running hospitality every day.
→ How The Hub supports continuous operational. improvement
→ How Halo delivers instant guest insight.
