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What is GEM?

What is GEM?

Top 10 insights from the Global Restaurant Investment Forum 2017

Top 10 insights from the Global Restaurant Investment Forum 2017

GRIF MC, James Hacon, Development, Growth and Brand Strategist offers his insights. Delivery dilemma This is the biggest trend in the industry right now. Whether you choose to join a major player or invest in your own peddle power, ensure you’re not ...

General election 2017: how will the hospitality industry be affected?

General election 2017: how will the hospitality industry be affected?

Prime Minister Theresa May has announced plans to hold a snap election on June 8, saying that the decision is ‘the only way to guarantee certainty for the years ahead’ post-Brexit. The provision of staff will be a key concern for the hospitality indu...

Team Dynamic & Guest Experience

Team Dynamic & Guest Experience

Any hospitality operator would agree that creating a warm and welcoming atmosphere is a top priority when perfecting the guest experience. To achieve this convincingly, a sense of camaraderie and authentic team spirit needs to be in place. But achiev...

How to make the most of your pre-shift meeting

How to make the most of your pre-shift meeting

The pre-shift meeting is a tried and tested method of communicating important news to your team and outlining expectations for the shift ahead. Yet some operators overlook the pre-shift huddle and miss the opportunity to engage their staff from the o...

What can hospitality operators learn from the US and Thailand?

What can hospitality operators learn from the US and Thailand?

With Brexit on the horizon and the predicted influx of visitors to the country, it's time for UK operators to review guest expectations. According to our research, there could be a lesson to be learned about perceptions of hospitality from the USA an...

The Evolution of a Welcome

The Evolution of a Welcome

Once entirely based on human interaction, the all-important welcome extended to guests has experienced something of an evolution over the past few years, thanks to the use of increasingly sophisticated technology in the industry. Whether it's Village...

Retailers Retailer of the Year 2017

Retailers Retailer of the Year 2017

This week I was invited by Ann Elliott to join her at the 19th Retailers' Retailer of the Year Awards dinner (not easy to say after the free flowing champagne!). The awards were held at the wonderful Guildhall, in the City of London and hosted by for...

Building Relationships through Conversation

Building Relationships through Conversation

The hospitality industry is built on relationships. Some can be very quick - a brief exchange as a guest orders a pint at the bar; others have staying power, such as the regular guest who knows all the staff on a first name basis. Conversations can b...

When conversation isn't necessary

When conversation isn't necessary

Engaging conversation plays a key role in providing a great guest experience, but it's just as important to understand when conversation isn't necessary. Whilst a warm welcome and attentive staff should be a given, the level of conversation required ...

Hospitality operators listed in The Times Top 100 Best Companies to work for

Hospitality operators listed in The Times Top 100 Best Companies to work for

Could the latest results from the Times Top 100 Best Companies to work for, demonstrate a change in tide for hospitality recruitment? For an industry where roles are often considered jobs and not careers, the news of 12 hospitality operators making t...

Families spending on hospitality increases

Families spending on hospitality increases

Families are spending more on eating out and hospitality for the first time in 5 years, reveals the Office of National Statistics. Families are spending £1.80 more per week on eating out than they were last year, raising the average weekly spend to a...

Team behaviour: what your guests are looking for

Team behaviour: what your guests are looking for

Delivering an excellent guest experience depends on understanding what your guests want. Our recent survey focused on the casual dining market, revealing the behaviours that guests want to see more of as well as those they think your teams are alread...

Top tips for friendly & personalised service

Top tips for friendly & personalised service

Delivering a friendly and personalised experience is key to creating the sort of culture that secures loyalty, recommendations and great feedback from your guests. David Pepper, our Associate Director of Hospitality Culture, offers his expertise on h...

Full of beans: How can you boost your coffee offering?

Full of beans: How can you boost your coffee offering?

A good cup of coffee is no longer an afterthought at the end of a meal out; it’s an essential part of a guest’s experience. With a reported three quarters of guests valuing coffee as an important part of the overall experience, hospitality operators ...

Managing brand growth and the guest experience

Managing brand growth and the guest experience

BigHospitality recently published an article on the difficulties operators can face retaining brand personality as they grow their business. Growing too large, too fast proves the downfall of many ambitious restaurants. As the number of sites grows, ...

Encouraging your FOH staff to own the guest experience

Encouraging your FOH staff to own the guest experience

Although it takes a collective effort to deliver top quality service to your guests, it's essential to be clear which department is accountable for the guest experience. The idea of the whole company taking ownership is great in theory, but in practi...

What's next for Grab & Go?

What's next for Grab & Go?

The UK's Grab and Go market has grown exponentially over the past few years and is now valued at more than £20bn. Mobile technology and a culture of immediacy has created guests that prize convenience, and innovations in ordering and payment technolo...

National Fish & Chip Awards 2017

National Fish & Chip Awards 2017

This year we were fortunate enough to sponsor the National Fish & Chip awards and what a fin-tastic day. Our Mystery Visits formed part of the judging process, providing insight on the great guest experiences that happen across the sector each da...

Restaurants are influencing Gen Z’s shopping habits

Restaurants are influencing Gen Z’s shopping habits

Restaurant operators are influencing where young guests shop, finds Savills.  When asked to rate the factors that influence where they choose to shop, both Millennials and Gen Z rated “choice of restaurants” more highly than older guests did. The you...

Personalisation is key to a positive first impression

Personalisation is key to a positive first impression

Our latest survey has revealed that 83% of diners consider the welcome to be an ‘important’ or ‘very important’ factor in their overall enjoyment of a restaurant visit. So much so, that three quarters of diners (79%) would be deterred from returning ...

Welcoming Well

Welcoming Well

Reviewing two years of Mystery Visit data revealed that hotel welcomes have consistently been scored higher than casual dining restaurant welcomes. Hotels also demonstrated a higher Net Promoter Score, suggesting the quality of the welcome does affec...