Get better reviews and sell more rooms
“HGEM help remind us of what it is to be a guest in a Firmdale Hotel for the very first time. Their experience in the hospitality arena is second to none & their desire for excellence matches that of our own”.
Jay Scott, Learning and Development Manager
"HGEM provide invaluable insight into our guest experience with a tailor-made measurement tool that provides fantastic data & analytics’s,while being flexible to our ever-changing needs & business focuses"
"Understanding our guests & the experiences they have at our attractions is essential to drive our business forwards. We couldn’t do this without HGEM."
Ashley Young, Group Marketing Manager
Be a stand out venue. Unlike an external audit, our detailed mystery guest assessments are tailor-made to measure specific aspects of the guest experience that are important to your brand. We'll measure how well your team are embracing defined standards, processes and behaviours and provide you with the insights needed to ensure you deliver a memorable experience every time.
Monitor your reputation. Hotels thrive or die by their reputation on online review and booking sites. ‘The Hub’ makes it easy for you to monitor and respond to results from review sites, but also to influence those results through listening to guests and measuring the team's performance.
Develop guest loyalty. We'll help you continue the conversation after guests have left your hotel. A branded survey site that makes it easy for guests to engage and share valuable feedback about their experience will help to develop relationships and capture your Net Promoter Score (NPS).
Encourage healthy competition. Our modern reporting platform enables managers and area mangers to view dashboards on their own performance, identify opportunities for improvement, and highlight how they compare to other hotels in the group.
Motivate and retain your team. Our employee surveys are designed to help you identify the things that are important to your team at each stage of their employment journey, keep them aligned with your values, and flag up any issues.