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

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spa hotel

Wellness in hotels: Beyond B&B

With stressed out guests in need of more than bed and breakfast, we take a look at how hotels are catering to wellness - a trend set to stay.

Trick or Treat?

Trick or Treat?

In honour of Halloween this week, HGEM's Managing Director, Steven Pike shares his insight on ensuring your guests feel 'treated' rather than 'tricked'.


Maximising opportunities for themed events

With the current focus on Christmas, we take a look at how businesses can make the most of other events throughout the year.

Cascara cafe

Pursuing your dream

We catch up with former HGEM member Sus, in the process of making her dream of opening her own cafe, a reality. 

Is there still a place for mystery dining?

Is there still a place for mystery dining?

HGEM's Head of New Business, Matthew Smith, discusses the benefits of mystery dining when measured and used to support your team in the right way.


Death of the chain?

HGEM's Managing Director, Steven Pike discusses how continuous change is essential to the future of chain restaurants.

dinner table

Going local – The next ‘big thing’ for hotels?

Guests won't think twice about heading to their local pub for dinner, so why not their local hotel? We look at what hotels can do to attract locals.

menu and coffee

Will calorie counts on menus ruin enjoyment for guests?

Will guests change their dining habits once the calorie enforcement comes into play?

credit cards

​Should restaurants take prepayments?

Do prepayments stop no-shows or put guests off? We explore this potential solution for the restaurant industry.

flexitarian description

The rise of the flexitarian

In celebration of Meat Free Week we look at what is influencing the growing trend of flexitarians.


The rise of the CVA

We look at the recent trend of CVA's hitting the casual dining sector and how restaurants are turning it around.

Crumbs Awards Finalists Reception

Crumbs Awards Finalists Reception

Our lowdown from the Crumbs Awards Finalists Reception.

hotel bed

​Hotel Inspector vs Mystery Guest

We explore the benefits of Mystery Visits to your hotel over an AA inspector. 

Propel Women's Conference

Propel Women's Entrepreneur Conference

Our lowdown from Tuesday's inspiring event.

christmas tree

We’re ready for Christmas - are you?

We can help to support your business in maximising Christmas booking opportunities.

mobile phone

​How should you handle negative online reviews?

85% of guests trust online reviews so monitoring these is essential. We take a look at how to deal with negative reviews and how best to keep on top of them.

free from

Do you need to up your free-from offering?

We asked over 500 mystery guests about the industry's current free-from offering and the changes that need to be made to cater for this growing market.

hotel bedroom

What do luxury hotel guests want?

We take a look at what guests expect when it comes to a luxury hotel stay.

Child eating out

How can the food and drinks industry help to combat childhood obesity?

Of our panel of over 400 guests, the majority believe the industry needs to step up when it comes to tackling childhood obesity.

What’s wrong with a career in hospitality?

What’s wrong with a career in hospitality?

We explore the misconceptions of a career in the hospitality industry.

crumbs awards finalist logo

The Crumbs Awards 2018

HGEM are Finalists for The Crumbs Awards 2018.