HGEM works closely with hospitality companies to measure and improve their guests' experience. Their core services include mystery guest assessments, building highly customisable feedback sites, tracking online reputation, and bringing all the data together into one, award-winning Guest Experience Management platform – The Hub – which allows for various teams, from operations to marketing, to draw actionable insights that help increase customer loyalty, reach new customers, and ultimately to grow revenue. 

HGEM, which stands for Hospitality Guest Experience Management, have made it their mission to empower hospitality companies with data-led insights into their operational efficiency and guest perceptions, which are key to being successful in such a competitive and rapidly changing market, and today work internationally with over 10,000 restaurants, pubs, hotels, cinemas and caterers, including many well-known brands such as wagamama, Brewdog, Peach Pubs, and local high street institutions Pret a Manger and Pizza Express.

Hotels & Hospitality

Restaurants

HGEM

HGEM's headquarters in Bath, United Kingdom

Steven Pike

Keit Vende

Lauren Gould

This department manages financial accounts, assists in account-related tasks, and oversees finance management activities.

Accounts Department

This department focuses on identifying growth opportunities, building partnerships, and enhancing the overall business strategy.

Business Development

The Client Success and Support team at HGEM is dedicated to ensuring hospitality clients fully leverage the company’s solutions to enhance their guest experience. They provide personalized assistance, guide clients through data insights from The Hub, and support their operational and strategic goals to drive customer loyalty and business growth. This team acts as a bridge between the client’s needs and HGEM’s offerings, facilitating smooth onboarding, continuous engagement, and timely resolution of any issues.

Client Success and Support

The Marketing and Sales team at HGEM is responsible for driving business growth by promoting their guest experience management services to hospitality companies. They develop and implement marketing strategies, manage partnerships, and seek new business opportunities. The team collaborates to enhance brand awareness, attract new clients, and maintain strong relationships with existing customers, ultimately contributing to the overall market expansion and revenue growth for HGEM.

Marketing and Sales

This department manages and facilitates the processes of change within the organization, ensuring effective implementation and coordination.

Change Management

This department focuses on enhancing customer satisfaction and ensuring clients receive the support they need.

HGEM

Org chart

Teams

Accounts Department

Business Development

Client Success and Support

Marketing and Sales

Change Management

Client Success

Offices

HGEM

Org chart

Teams

Accounts Department

Business Development

Client Success and Support

Marketing and Sales

Change Management

Client Success

Offices

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