HGEM
Lauren Gould has had extensive experience in the hospitality industry, working across various roles at HGEM since October 2014. As Head of Operations and Head of Implementation, Lauren is responsible for project management and ensuring successful delivery of solutions to clients. In their role as Client Relationship Manager, Lauren partners with clients to understand their needs and provide guidance for improvement. Lauren also worked as a Client Support Coordinator, handling day-to-day administration tasks. Additionally, Lauren served as a Report Validator, ensuring the quality of reports presented to clients. Prior to HGEM, Lauren worked as a Supervisor at Bath Bun Tea Shoppe. Lauren attended Norton Hill Sixth Form from 2006 to 2008.
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HGEM
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.