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HGEM

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HGEM helps multi-site hospitality brands turn guest experience into profit. The platform combines mystery guest audits, real-time guest feedback, online reputation management, and social listening into a single view of every touchpoint, giving operators the insight they need to fix what is costing them money and protect what is earning it. As an AI-powered guest experience management platform for hospitality, HGEM works with over 280 hospitality brands across the UK, Ireland, and the Middle East, from independent restaurant groups to some of the largest pub companies and hotel chains. Clients include Mitchells & Butlers, Young's, Fuller's, and Peach Pubs. What makes HGEM different from generic survey tools or standalone review platforms is that everything connects. Mystery audit scores sit alongside real guest feedback and online review trends, so operators can see the full picture of how their venues are performing and where the gaps are. Halo, the platform's AI engine, reads unstructured guest feedback at scale and surfaces what matters without requiring teams to read every comment. The Hub, HGEM's reporting platform, gives head office and venue managers access to benchmarked data, automated alerts, and trend analysis. Operators use it to prioritise where to focus training and investment, track the commercial impact of service improvements, and hold teams accountable to consistent standards. HGEM is built for hospitality operators who want to manage guest experience as a commercial discipline, not a box-ticking exercise. The platform is designed for multi-site operations where consistency, speed of insight, and connecting data across channels are what matter.

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