Match experience to brand promise

Match experience to brand promise

I want every guest to feel that we will look after them well as a result of the welcome they received I want every guest to feel we were both friendly and attentive to their needs, rather than just following a process I want every guest to feel that our conversations were engaging and relevant, rather than robotic I want our team to work together so efficiently in pursuit of every guest’s needs that the service appears effortless I don’t want any guest to feel they were either rushed or left waiting at any stage of the experience I want every guest to feel that paying the bill was easy and efficient, and that we would be pleased to see them again I want every dish delivered to guests to match the agreed specification for quality, temperature and presentation I want guests to feel our team are both keen and able to advise on the contents of the menu and of specific dishes I want every guest to willingly spend more, and to feel that their experience was enhanced as a result I don’t want any guest to notice lack of cleanliness or tidiness at any point in their experience I want potential guests to be encouraged to visit us as a result of either kerb appeal, promotions or brand digital presence I want to give every guest positive ‘social currency’ during their experience that they will recommend us when talking to friends Your brand promise sits at the heart of the guest experience, influencing each segment

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

  1. 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.
  2. Then we'll measure what actually happens through guest surveys, operational assessments and public reviews.
  3. 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.

Read more


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


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


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


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

Like to discuss any of the above?

Get in touch