Opinion

Diners appetite for feedback opportunities increases

HGEM News

23rd January 2020

Our latest research has revealed that while online reviews remain a valuable tool for operators with 87% of consumers making diner choices based on them, consumers would also welcome more direct channels of feedback with operators – particularly email and conversations with the manager.

Top reasons why employers lose points through employee feedback

Blogs

23rd January 2020

We share an industry overview of why employers are losing points when it comes to the happiness of their team members.

Yapping with… Steven Pike

Blogs

22nd January 2020

Our partners, Yapster interview our Managing Director Steven Pike on HGEM's highs of 2019 and hopes for 2020.

How did HGEM clients fare over the busy Christmas period?

Insights

17th January 2020

Christmas and New Year are understandably busy times in the hospitality industry with people socialising more with family, friends and work colleagues. We have taken at look at the impact Christmas and New Year had on our clients at different stages of their guest journey compared to the rest of year. We hope you find this interesting.

ENPS - what is it and why is it important?

Blogs

10th January 2020

Employee NPS works the same way as a traditional Net Promoter Score, enabling operators to identify the proportion of employees likely to recommend them as an employer versus those likely to do the opposite.

Why replace when you can retain?

Insights

10th January 2020

We explore the importance of investing in the happiness of your employees and how this has a direct impact on your guest experience.

Hospitality is more than a stopgap. It’s a career

Blogs

7th January 2020

We share our thoughts on the negative perception of the hospitality industry and the responsibility we have to change that.

5 ways to become more emotionally connected to your guests

Insights

3rd January 2020

HGEM’s Operations and HR Director, Lisa Chambers, discusses the importance of providing an emotionally-aware service.

​HGEM’s predictions: Hospitality trends for 2020

Insights

24th December 2019

HGEM's Managing Director, Steven Pike shares his predictions for the hospitality industry in 2020.

Vegan Christmas Sandwich Taste Test

Blogs

18th December 2019

Our vegan Christmas sarnie recommendations as tried and tested by team HGEM.

Round-up: What was the story of 2019 in the hospitality industry?

Insights

17th December 2019

HGEM's Managing Director Steven Pike reflects back on the year as we transition into 2020.

The smart way to use discounts and campaigns to drive footfall in January

Insights

13th December 2019

January is a unique month in the industry, with specific challenges but equally some great opportunities.

It's not just about your guests' perception

Insights

9th December 2019

HGEM's Managing Director, Steven Pike, shares his insight on all the elements that contribute to your guest experience - are you looking at your guest experience as a whole?

Why not being afraid of allergens will increase your turnover

Insights

5th December 2019

HGEM's Head of Client Success, Jason Horn talks allergens and getting the balance right when it comes to the guest experience for those with allergens.

​HGEM and mobile messaging app Yapster are uniting in partnership

HGEM News

4th December 2019

HGEM and mobile messaging app Yapster are uniting in partnership to make the employee feedback process easier than ever, as announced today.

30% IS THE MAGIC ‘DISCOUNT’ NUMBER IN DRIVING JANUARY FOOTFALL

HGEM News

4th December 2019

The latest research by, Guest Experience Management Expert, HGEM has revealed that 30% is the magic number when it comes to using discount to drive diners through the door this January.

Disability access in the hospitality industry – are disabled guests welcomed?

Blogs

29th November 2019

We look at the responsibility that the hospitality industry has to provide inclusivity. Are you providing the same guest experience for guests with and without disabilities?

HGEM Awarded Employer of the Year at Bath Business Awards

HGEM News

25th November 2019

The BathLive & Bath Chronicle Business Awards are designed to showcase Bath’s varied and thriving businesses by bringing together the city’s biggest employers and its best start-ups all under one roof.

HGEM awarded Tech Product of the Year at Restaurant & Bar Tech Live

HGEM News

25th November 2019

In an industry saturated by a constant influx of new products, this award recognises the standout products of 2019

Your brand is what sets the expectation for the guest experience

Insights

21st November 2019

We share results from our latest survey showing the link between brands and loyalty whilst discussing the impact this has on the guest experience.

Hot drinks - our festive favourites

Blogs

15th November 2019

We share the results of our latest taste test in which we tasted Christmas inspired hot drinks from a high street coffee shop.