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News and opinion on Guest Experience Management

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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.

woman clearing tables

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.

training

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.

barista

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.

It's not just about your guests' perception

It's not just about your guests' perception

HGEM's Managing Director, Steven Pike, shares his insight on all the elements that contribute to your guest experience - are you looking at your guest experience as a whole?

Why not being afraid of allergens will increase your turnover

Why not being afraid of allergens will increase your turnover

HGEM's Head of Client Success, Jason Horn talks allergens and getting the balance right when it comes to the guest experience for those with allergens.

​HGEM and mobile messaging app Yapster are uniting in partnership

​HGEM and mobile messaging app Yapster are uniting in partnership

HGEM and mobile messaging app Yapster are uniting in partnership to make the employee feedback process easier than ever, as announced today.

30% IS THE MAGIC ‘DISCOUNT’ NUMBER IN DRIVING JANUARY FOOTFALL

30% IS THE MAGIC ‘DISCOUNT’ NUMBER IN DRIVING JANUARY FOOTFALL

The latest research by, Guest Experience Management Expert, HGEM has revealed that 30% is the magic number when it comes to using discount to drive diners through the door this January.

Disability access in the hospitality industry – are disabled guests welcomed?

Disability access in the hospitality industry – are disabled guests welcomed?

We look at the responsibility that the hospitality industry has to provide inclusivity. Are you providing the same guest experience for guests with and without disabilities?

HGEM Awarded Employer of the Year at Bath Business Awards

HGEM Awarded Employer of the Year at Bath Business Awards

The BathLive & Bath Chronicle Business Awards are designed to showcase Bath’s varied and thriving businesses by bringing together the city’s biggest employers and its best start-ups all under one roof.

In an industry saturated by a constant influx of new products, this award recognises the standout products of 2019.

HGEM awarded Tech Product of the Year at Restaurant & Bar Tech Live

In an industry saturated by a constant influx of new products, this award recognises the standout products of 2019

restaurant

Your brand is what sets the expectation for the guest experience

We share results from our latest survey showing the link between brands and loyalty whilst discussing the impact this has on the guest experience.

Hot drinks - our festive favourites

Hot drinks - our festive favourites

We share the results of our latest taste test in which we tasted Christmas inspired hot drinks from a high street coffee shop.