HGEM is a pioneer in Guest Experience Management (GEM), a core discipline for every hospitality business

We start by working with you to define your intended experience (the brand promise) using the GEM Wheel framework on the left. Hover over each segment to see a typical aspiration for that part of the guest experience.
Then we'll measure what actually happens through guest surveys, operational assessments and public reviews.
Finally, we'll help you to interpret the results and take actions to close the gap and ensure consistency.

Your Client Success Manager is always on hand to help you get the most from all the above. The result is that you drive sales and reputation, and keep ahead of the competition.

Here's how it all comes together:

Actionable Insights

The GEM Hub is where all your guest experience insights come together in interactive reports that help managers at all levels to drive continuous improvement. Use our mobile app for quick access, and schedule delivery of insights to your inbox.

Surveys

Branded survey sites, with multiple invite options, to help you engage with your guests and measure what they think about their experience

Assessments

Regular detailed assessment of a full experience by mystery guests, designed to help you manage consistency and support training

Learning

Prepare your team to be amazing with videos and questions on guest experience, compliance and your own induction

Integrations

Make us part of your wider web by integrating with third parties for reviews, wifi, bookings, analytics, learning and actions

Match experience to brand promise