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News and opinion on Guest Experience Management

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Thai waitresses holding plates of food

What can hospitality operators learn from the US and Thailand?

Tipped as the most hospitable countries, the US and Thailand can offer valuable lessons in improving guest experience.

Male and female guests chatting and smiling

The Evolution of a Welcome

As technology becomes increasingly present in the guest welcome, it's important to get the balance right.

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.

Retailers' Retailer of the Year 2017

Retailers' Retailer of the Year 2017

Our Founding Director, Sally Whelan, attends the 19th Retailers' Retailer of the Year Awards.

Three guests sat outside at a restaurant

Building relationships through conversation

Great conversation can be a powerful tool when establishing relationships with your guests.

A group of guests sat at a cafe using their phones and laptops

When conversation isn't necessary

Reading your guests can help you understand the level of conversation required.

Respecting silence

Respecting silence

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

The times top 100 best companies to work for logo

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

Hospitality operators have been praised for factors including training schemes and growth opportunities.

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?

Birdseye view of a family eating sunday lunch at a pub

Families spending on hospitality increases

How can you ensure that you are providing a family-centred service?

Guests chatting on restaurant tables

Team behaviour: what your guests are looking for

What are you getting right and what do guests feel you could improve?

Two guests sat at the bar with drinks

Top tips for friendly & personalised service

When it comes to guest experience, a 'one-size-fits-all' approach won't do.

Latte in a coffee cup

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

It's not enough for your coffee offering to just exist - it's time to shout about it.

Birdseye view of a restaurant meal

Managing brand growth and the guest experience

As you grow, what can you do to ensure that your business is offering the same quality of guest experience in each site?

Plate of lamb kofta on a table outside a restaurant

Encouraging your FOH staff to own the guest experience

Front of House staff are on the front line of your business - it makes sense that they take ownership of guest experience.

Salad and coffee

What's next for Grab & Go?

We take a look at the trends to expect in the Grab & Go industry across the coming months.

National fish and chip awards logo

National Fish & Chip Awards 2017

We sponsored this year's National Fish & Chip awards - expect fish puns within.

Milkshake from leon

Restaurants are influencing Gen Z’s shopping habits

Younger guests are more likely to eat out while shopping - how can restaurants appeal to them?

Photo of a restaurant taken from outside

Personalisation is key to a positive first impression

Time-wise, its a small part of the guest experience. But for many, the welcome is one of the most important parts.

Photo of a restaurant taken from outside

Welcoming Well

From building rapport to tailoring the visit - upgrade your welcome with these quick tips.