Think GEM

Think GEM


Sign up now to keep up to date with the latest news, issues and trends shaping Guest Experience Management.

Fields with a * are required
Upselling well: make it responsive

Upselling well: make it responsive

How a preemptive and empathetic approach to upselling can add value to the guest experience. 

Party in the front, business in the back: a template for organisational success

Party in the front, business in the back: a template for organisational success

Why the 'reverse mullet' business model can pay off when it comes to consistent guest experience.

Maintaining consistent guest experience in fast-expanding businesses

Maintaining consistent guest experience in fast-expanding businesses

In an expanding business, keeping your guest experience from slipping can be a challenge - we explore how to mitigate this risk.

 Meeting the Brexit challenge in hospitality: an opportunity for guest experience

Meeting the Brexit challenge in hospitality: an opportunity for guest experience

What are the implications for staff retention and guest experience after Brexit?

Science of perfect timing

Science of perfect timing

It can be one of the trickiest aspects of hospitality - getting timings right is key.

Bill time: how to end on an up

Bill time: how to end on an up

How to make the most of the opportunity for interaction during a bill payment.

All day service: effective team briefing

All day service: effective team briefing

An 'open-all-hours' approach to food service can make finding time for a team briefing a challenge. 

Pitch perfect brand delivery

Pitch perfect brand delivery

A top-down approach is key to establishing strong brand values.

The fine art of saying 'no'

The fine art of saying 'no'

Appearing reasonable, empathetic and confident during difficult situations can be tough.

The secret of happy staff

The secret of happy staff

Our unique insight into the techniques used by businesses to create a positive work culture.

Five steps to a great welcome

Five steps to a great welcome

Breaking down the challenging task of creating a great guest welcome.

Welcome clichés and how to avoid them

Welcome clichés and how to avoid them

Tips for modernising and personalising your welcome.

Respecting silence

Respecting silence

Managing Director Steven Pike on the importance of gauging guests' need for conversation.

The evolution of the welcome

The evolution of the welcome

The welcome is a key aspect of the guest experience - but is the integration of technology a positive step? 

Delivery: your brand in their hands

Delivery: your brand in their hands

How might third-party delivery affect your guest experience?

The rise of Airbnb

The rise of Airbnb

Exploring the reasons for the success of industry disruptor Airbnb.

Your front of house staff are your best sales people

Your front of house staff are your best sales people

Engaging your staff is instrumental in engaging your guests.

Who is going to save the business lunch?

Who is going to save the business lunch?

A look at lunch trends across the industry.

Too few cooks spoil the broth

Too few cooks spoil the broth

Food for thought on chef shortages.

What lessons can coffee chains take from the independents?

What lessons can coffee chains take from the independents?

Providing a tailored, personal and authentic experience is possible no matter how big the brand.

Making contact...

Making contact...

Getting the level of attentiveness right requires you to read your guests well.

X

HGEM Newsletter
Subscribe to our newsletter to stay up to date with the latest hospitality news.