Pubs & Bars

Pubs & Bars


From destination food pubs to local bars

Pubs are all about bringing people together and creating social experiences that guests will remember and talk about for the right reasons.

The larger the estate, the more difficult it is to ensure consistency across all sites. Let us be your eyes and ears, and we can help you gather, analyse and sort guest data into meaningful, actionable insights that can help drive your business forward.

Here's some of our clients:

Star Pubs & Bars

Star Pubs & Bars

Pubs & Bars

Star Pubs & Bars

HGEM audits allow us to draw macro level conclusions about areas of support we need to focus on in order to drive sustainable positive change.

Michael Barclay, Business Development Manager

Peach Pubs

Peach Pubs

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Sky Business

Sky Business

Pubs & Bars

Brewdog

Brewdog

Pubs & Bars

Banwell House

Banwell House

Pubs & Bars

Banwell House

HGEM's personal level of service means everything can be adapted to meet our needs. The reports are always returned promptly and with lots of detail & HGEM help us use the results to improve standards by incentivising the team.

Toby Brett, Managing Director

The Pheasant Inn

The Pheasant Inn

Pubs & Bars

The Cherry Tree

The Cherry Tree

Pubs & Bars

Priory Inns

Priory Inns

Pubs & Bars

Liberation Group

Liberation Group

Pubs & Bars

Butcombe Brewing Co.

Butcombe Brewing Co.

Pubs & Bars

Goose Island Brewpub

Goose Island Brewpub

Pubs & Bars

Beer Hawk

Beer Hawk

Pubs & Bars

Rileys

Rileys

Pubs & Bars, Leisure

Veeno Bars

Veeno Bars

Pubs & Bars

Tap Tavern

Tap Tavern

Pubs & Bars

Polo Bar

Polo Bar

Restaurants

The Coaching Inn Group

The Coaching Inn Group

Pubs & Bars

Owd Betts

Owd Betts

Pubs & Bars

Five Star Collection

Five Star Collection

Pubs & Bars, Hotels

White Hart Inn

White Hart Inn

Pubs & Bars

White Hart Inn

We are more than happy with the service we’ve received from HGEM so far. The Mystery Guest Audits help us monitor whether staff are following all our service steps and to focus our attention on certain aspects of the guest experience that we want to improve.

Valentina Oliveri, Admin/Director’s PA

Leonardo Hotels

Leonardo Hotels

Restaurants, Pubs & Bars

365 Management Solutions

365 Management Solutions

Pubs & Bars

Adam & Eve

Adam & Eve

Pubs & Bars


So how can we help?

MEASURE WHAT MATTERS

By conducting regular mystery guest assessments, we can assess how well your team are embracing operational and brand standards, following processes and capitalising on opportunities, such as upselling. We'll provide you with the insights needed to deliver an experience that combines brand personality with reliability.

NURTURE GUEST LOYALTY

We'll help you continue the conversation after guests have left the pub. The use of a branded survey site, that makes it easy for guests to share valuable feedback about their experience, will improve engagement and help you capture and improve your Net Promoter Score.

MONITOR YOUR REPUTATION

Our Guest Experience Management platform, The Hub, makes it easy for pubs to monitor and respond to reviews from several popular online review and booking sites, all in the same place. This will give you a comprehensive view of your reputation, and the capacity to influence it.

ENCOURAGE HEALTHY COMPETITION

Our interactive reporting platform enables managers to view dashboards on their own performance, identify opportunities for improvement, and benchmark on how they compare to other pubs in the group.

KEEP GREAT TEAM PLAYERS

Our employee surveys are designed to help you identify the things that are important to a team member at each stage of their employment journey, keep them aligned with your values, and flag up any issues.

AT THE HEART OF THE COMMUNITY

After the pandemic, pubs have been rediscovering their role as community hubs. Delivery and collection have emerged as a fast-growing alternative to eat-in and takeaway. We'll help you to assess and evolve the practices necessary to make it a success. Where you have a delivery partner, we can distinguish between things that are their responsibility and those that are yours, if issues arise.

Get in touch to find out more