HGEM

HGEM Guest Experience Management: Mystery Guest Audits, Guest Feedback, Product Ratings, Review Management

We use a unique benchmarking framework to define key standards in the context of your brand and then use a methodology to do 3 things: engage your audiences (both internal and external), measure performance (using mystery visits and feedback analytics), and improve your results (through actions and learning). Our team will support you with proactive and flexible account management to ensure you’re

getting the most from our solution. Today we work with over 6000 restaurants, pubs, hotels, and caterers. Our clients include some of the leading brands in hospitality: Brewdog, Pret a Manger, Sodexo, Ascot Racecourse, Punch, wagamama, Brownsword Hotels, LEON, and many more.

Halo has changed how operators uncover what their guests are really saying 💬✨Teams like Amelia Hiller’s at N Family Club...
30/03/2026

Halo has changed how operators uncover what their guests are really saying 💬✨

Teams like Amelia Hiller’s at N Family Club are seeing this impact firsthand – they now have the ability to instantly surface sentiment and request deep-dive analysis through simple, conversational prompts.

Instead of digging through dashboards and reports, the team at N can now access both high-level summaries and detailed insights in seconds – turning complex guest data into clear, data-driven actions ✅

No more legwork. Just faster understanding and more time to focus on delivering exceptional experiences.

This is exactly what Halo was built for.

More about Halo 👉 https://zurl.co/iR5Yu

Exciting news from HGEM! 📣We’re delighted to have joined forces with Hickory's Smokehouse – a brand that’s truly setting...
24/02/2026

Exciting news from HGEM! 📣

We’re delighted to have joined forces with Hickory's Smokehouse – a brand that’s truly setting the pace in UK hospitality right now 🔥

From their deep-rooted inspiration in the American South to the theatre of their epic restaurants, Hickory’s has built something that keeps guests coming back time and again.

With new sites opening across the country and a real buzz around the Hickory's name, it’s a growth story that’s hard not to notice 🌟

HGEM will be supporting Hickory’s through Mystery Guest visits across their locations, offering clear, practical feedback on the end-to-end guest experience and helping protect the magic that sets the brand apart.

We’re very excited to provide the Hickory’s team with insight that doesn’t just sit in a report but drives action on the ground! 💪

Another great example of how the right onboarding sets the tone from day one ✅Chris Taylor at Gran T's Coffee House has ...
19/02/2026

Another great example of how the right onboarding sets the tone from day one ✅

Chris Taylor at Gran T's Coffee House has shared some fantastic feedback on his experience getting up and running with HGEM, highlighting just how valuable tailored insight is for hospitality brands.

A huge well done to Maisie, our Implementation Manager, for leading yet another fantastic onboarding process! 👏

We’re really proud to support Chris and the team as they continue to strengthen consistency across their business 🩷

We’re very excited to share that HGEM is now partnered with Wenzel's the Bakers 🥖🙌What started as a single bakery in nor...
09/02/2026

We’re very excited to share that HGEM is now partnered with Wenzel's the Bakers 🥖🙌

What started as a single bakery in north-west London in the 70s has grown into a much-loved name with over 100 bakeries across the country, all built around the same simple idea – delicious bakes, great value, and places people genuinely enjoy popping into.

HGEM will be supporting Wenzel’s with a unified Guest Experience Management approach, bringing together Mystery Guest Audits and Review Management 🤝

Together, these insights will provide a clear, practical view of what’s working well across their venues – from in-bakery experience to online reputation ⭐

As Wenzel’s continues to expand, we’re excited to support the team in keeping the guest experience just as strong as the bakes themselves! 🍰

Really pleased to share this fantastic feedback from Lore Anderson at OAKBERRY 💜From the outset, Oakberry have been fant...
03/02/2026

Really pleased to share this fantastic feedback from Lore Anderson at OAKBERRY 💜

From the outset, Oakberry have been fantastic to work with – bringing real focus and energy to strengthening their guest experience across the business.

Through our Mystery Guest Audits, it’s been great to already see clear, practical improvements taking shape, supported by a team that’s engaged and truly invested in getting the guest experience right.

A special shout-out to Charly King for guiding Oakberry through a brilliant onboarding process – supporting them every step of the way as they get up and running with HGEM 👏

This partnership is off to a great start, and we’re looking forward to supporting Lore and the team, as they continue to raise the bar 🤝

Halo is doing exactly what we built it to do: 𝐬𝐚𝐯𝐢𝐧𝐠 𝐨𝐩𝐞𝐫𝐚𝐭𝐨𝐫𝐬 𝐭𝐢𝐦𝐞 ⏱️🌟It’s always rewarding to see how teams are using ...
26/01/2026

Halo is doing exactly what we built it to do: 𝐬𝐚𝐯𝐢𝐧𝐠 𝐨𝐩𝐞𝐫𝐚𝐭𝐨𝐫𝐬 𝐭𝐢𝐦𝐞 ⏱️🌟

It’s always rewarding to see how teams are using Halo in practice – turning guest data into clear insight, faster than ever.

At Peach Pubs, Halo has:

✅ Reduced weekly reporting time from 45 minutes to just 10 minutes.

✅ Surfaced instant guest insights without digging through multiple reports.

✅ Supported confident, informed decisions based on what guests are actually saying.

Seeing our AI assistant used in this way – removing friction and delivering insight without the admin – is the reason we built Halo from the ground up.

Discover how Halo is reshaping hospitality guest insights 👉 https://zurl.co/JIV5D

22/12/2025

✨ HGEM 2025 Wrap-Up ✨

And just like that, it’s time to look back on the year behind us! ⏪

2025 saw HGEM welcome lots of incredible new team members and clients, and we also delivered some of our most exciting product launches to date.

Add to that a calendar full of hospitality events (the best kind of events!)… and it’s safe to say that 2025 was a pretty epic year for HGEM. 💚

A huge thank you to our clients for your continued collaboration and trust in our partnership.

And of course – to our team, for the passion and dedication you bring every day – we couldn’t do what we do without you. 🫶

On to 2026 💫

A year we hope will raise the bar even higher!

It’s officially one week since we launched Halo, and we’re already seeing the impact it’s having for our partners – fast...
25/11/2025

It’s officially one week since we launched Halo, and we’re already seeing the impact it’s having for our partners – fast, clear insights that are driving meaningful action. 🌟

One of the standout pieces of feedback comes from Helen Johnson, Operations Project Manager at Peach Pubs, who shared how transformative Halo has already been in helping them get to the heart of what’s happening across their business.

Halo was created to unite comprehensive guest data and turn it into simple, accessible insights that operators can act on with confidence. And in just a few days, it’s doing exactly that! ✅

Seeing operators like Helen experience these benefits so early on is incredibly rewarding – and we’re excited to watch this grow over time.

Here’s to week one – and to everything Halo is going to unlock from here. 🔓

Explore Halo for yourself 👉 https://zurl.co/6UdAZ

21/11/2025

If you haven’t had a chance to explore Halo yet, here’s a little taste of it in action. 🎬

A conversational Q&A style chat that lets you ask real questions about your guest data and delivers instant, actionable insights - no digging around in reports, just clarity when you need it. 💡

This is just a 𝘴𝘯𝘪𝘱𝘱𝘦𝘵 of what Halo is capable of… and we’re only getting started! ⚡️

Discover how Halo can elevate your guest insights 👉 https://zurl.co/BB2TQ

✨ Meet Halo. ✨ We’re 𝘵𝘩𝘳𝘪𝘭𝘭𝘦𝘥 to introduce Hospitality’s first AI assistant for Guest Experience Management! We believe ...
18/11/2025

✨ Meet Halo. ✨

We’re 𝘵𝘩𝘳𝘪𝘭𝘭𝘦𝘥 to introduce Hospitality’s first AI assistant for Guest Experience Management!

We believe data should feel as human as the guests it represents ... so we’ve been working behind the scenes to bring guest insights to life in a whole new way. 💚

Fully integrated into HGEM’s award-winning platform - The Hub - Halo gives operators instant access to the exact guest insights they need, without having to so much as click into a report.

No searching, no digging – just clear, intelligent answers in moments. 🪄

And when it comes to reputation management, Halo doesn’t just analyse guest reviews - it actions them. With AI-crafted, brand-aligned responses to reviews, teams can reply faster, more consistently, and with the perfect tone every time.

A smarter, more human way to elevate guest experience has arrived. 🧠

Get to know Halo 👉 https://zurl.co/KzBAt

We’re 𝘷𝘦𝘳𝘺 excited to be kicking off a winning partnership with Bath Rugby! 💙As a Bath-based business, this one feels ex...
23/10/2025

We’re 𝘷𝘦𝘳𝘺 excited to be kicking off a winning partnership with Bath Rugby! 💙

As a Bath-based business, this one feels extra special.

We’ll be teaming up to deliver Mystery Visits, helping ensure every supporter’s experience at The Rec is as world-class as the action on the pitch. 🙌

It’s a privilege to support a club that represents the heart of our city - here’s to an exciting season ahead! 🏉🏆

Address

Kings Court, Parsonage Lane
Bath

Opening Hours

Monday 9am - 5:30pm
Tuesday 9am - 5:30pm
Wednesday 9am - 5:30pm
Thursday 9am - 5:30pm
Friday 9am - 5:30pm

Telephone

+441225470999

Website

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