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

Yes please, I'd like to hear about latest news by email. Please see our privacy policy.

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.


​HGEM supports the local Bath community through Genesis Trust partnership

We are thrilled to announce our partnership with Genesis Trust.

video learning

The guest experience starts with training your team

With the launch of our e-learning modules, we discuss the importance of training your team when it comes to delivering a great guest experience.

social media apps

If it didn't happen on social media, did it even happen?

Is your venue worthy of Millennials time and money? If your offering isn't instagramable, chances are it's not.


What does the decline in EU staff mean for the hospitality industry?

Italian dining chain Carluccio’s was the recipient of some admiration this month after it announced it would pay for its 1,550 non-British EU employees to apply for settled status in the UK after Brexit.

Hotel room

Impact of compact hotel rooms

With the launch of compact hotel rooms, the hotel sector is experiencing an exciting shift but what is the impact on the industry?

afternoon tea

How not to be a deal snob

It's that time of year where guests are on the hunt for a deal, but are they victims of deal snobbery? And is it worth it?

vegan food

Veganuary: trend or movement

Restaurant chains are stepping up this Veganuary after responding to growing demand from vegans. We take a look at the latest vegan foods hitting the high-street with feedback from the team.


Restaurant Sector: Top Tips for 2019

We asked over 500 guests what they want to see in the restaurant industry this year.


Dry January - a new opportunity for pubs?

Embrace Dry January and you could see permanent custom from the increasing number of non-drinkers throughout the rest of the year.

HGEM charity roundup

HGEM charity roundup

We look back at our fundraisers and the charities we have supported over 2018.

A roundup of 2018

A roundup of 2018

HGEM's Founding Director, Sally Whelan reflects on the year and anticipates what the restaurant sector can expect in 2019.

gourmet burgers

What we loved and loathed in 2018

We reveal the food trends we loved and loathed this year.

​Getting hospitality staff ready for battle this Christmas

​Getting hospitality staff ready for battle this Christmas

HGEM's Operations and HR Director, Lisa Chambers on keeping staff spirits up at the industry's busiest time of year.


Rewarding designated drivers

Our client Greene King has launched a fantastic initiative rewarding designated drivers this Christmas.