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

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Hotel dining: not just for residents

We reveal our top tips for encouraging locals to dine at your hotel restaurant, increasing footfall and overnight stays.

Feeding the tweens

Feeding the tweens

HGEM's Operations and HR Director, Lisa Chambers, discusses the challenges of keeping older children happy when dining out and what operators could do to make sure they are made to feel welcome?

Mental Health and Hospitality: Promoting that we care

Mental Health and Hospitality: Promoting that we care

HGEM’s Operations and HR Director, Lisa Chambers discusses what HGEM are doing to promote mental health for its team members and why it’s so important to her personally.

Making your team your USP

Making your team your USP

HGEM’s Founding Director, Sally Whelan discusses the importance of making your team your USP and the benefits that can be seen for doing so.

Hot cross buns

Hot cross bun ratings revealed

We reveal our hot cross bun ratings after hosting a taste test ahead of the Easter weekend!

reserved table

The importance of tailoring the booking experience

Personalising the booking process boosts the overall guest experience, we take a look at the benefits for guests and operators.

restaurant kitchen

Does transparency in your offering create the ultimate guest experience?

We explore how operators are taking the guest experience to another level by letting guests behind the scenes.

Mothers Day

Mother's Day dining habits

We share guests plans for Mother's Day this year including what, when and where they will be eating.

Steven Pike

Guest experience: Don't forget your youngest diners

HGEM's Managing Director, Steven Pike, talks to us about how restaurants can up their kid-friendly game and reap the rewards.

takeaway coffee

Will drinks deliveries have the same impact as food?

We explore the latest trend to hit the delivery market - drinks.

​Does the proposed new tipping legislation create more issues than it solves?

​Does the proposed new tipping legislation create more issues than it solves?

HGEM's Head of Client Success, Jason Horn and Insight Manager, Rich New talk tips and what the new tipping legislation means for the industry.

mobile phone

Impact of mobile phones at the restaurant table

Does using a mobile phone at the dinner table make or ruin the guest experience?

international womens day

International Women’s Day 2019: Hospitality sector closing the gender gap

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


Pancake Day

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

David Pepper

​Brexit is an opportunity to show that you care​

HGEM's Associate Director, David Pepper discusses focusing on the emotional engagement of staff to minimise the impact of Brexit.

Futuristic Dining

Futuristic Dining

We explore the latest trend to hit the hospitality industry allowing guests to have a more personalised experience than ever before.

David Pepper

Pubs can still have a place in people's hearts

HGEM's Associate Director, David Pepper, shares his optimism about the future for the pub sector in response to recent figures surrounding the closure of pubs.

national random acts of kindness day

Random Acts of Kindness for the hospitality industry

Yesterday was National Random Acts of Kindness Day. We explore how the hospitality industry can go above and beyond every day.

brand love

What makes guests fall in love with a brand?

In celebration of Valentine’s Day, our latest survey results show what pulls at guest’s heart strings when it comes to falling in love with a brand.

How deep is your (guests’) love?

How deep is your (guests’) love?

In celebration of Valentine's Day this week, HGEM's Head of Client Success, Jason Horn shares his insight on gaining love and loyalty from guests.


Getting guests through the door this year

We explore how to attract guests in today's market.