Guest Experience Management Platform for multi-site hospitality

See what's costing your guests. Know exactly what to fix.

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Meet Halo

Our agentic AI diagnoses what's driving guests away across your estate, auto-generates the action plan to drive the fix, and recovers the guests.

See how Halo works

Trusted by leading hospitality brands

Built for revenue

Move the levers behind your P&L.

HGEM is more than just a dashboard. It's an AI-powered revenue engine.

01

Grow guest return rates

Halo diagnoses the pattern pushing guests away, auto-generates the action plan to drive the fix, and recovers the guests already unhappy.

+49.2NPS points in 12 months Tortilla
02

Increase spend per cover

Halo turns your NPS data into menu engineering, and your audit data into upsell coaching.

+3%average transaction value Farmer J
03

Shorten table turnover

Halo isolates where service is losing minutes: starter-to-main lag, kitchen bottlenecks, till queues. Gain the covers.

04

Lift review scores across every site

Halo auto-responds within the guardrails you set: 4 and 5 stars only, business hours only, brand voice always. Better visibility on Google and Gemini.

2.5→4.4star rating Jerk Junction
05

Close the gap between best and worst sites

Halo benchmarks each venue against its peers and names the behaviours driving the top quartile. Peer visibility closes the gap.

06

Save managers hours on reporting

Halo runs the analysis, delivers the action plan, drafts the responses. Frees your ops team to do ops.

~12hours saved a month Platform Shoreditch

Every guest signal, every site, in one view.

HGEM's platform brings the three signals that matter most into one home: mystery guest audits, guest feedback, and review management. Built for multi-site hospitality operators. Halo, our agentic AI, connects and analyses them. Central teams get the visibility they've never had. Front-of-house teams get the actions they can actually run.

Explore HGEM
Halo, HGEM's agentic AI mascot — a friendly white character with green glasses

Guest experience that starts to manage itself.

Halo is agentic AI trained on 20 years of hospitality operational data. It doesn't just analyse. It delivers the fixes.

Why hospitality needs its own platform

Generic platforms see what guests report. HGEM sees what actually happened on the floor.

Mystery guest audits are a hospitality-native data source that horizontal CX platforms (Qualtrics, Medallia, generic customer experience software) don't collect. That's the difference between measuring guest experience and managing it. HGEM is built for multi-site hospitality operators of every scale.

A manager and server reviewing guest data on a tablet while service happens around them
Client outcomes

See what changes when operators run HGEM.

Operations, marketing, and CX leaders across the estate.

Sectors we serve

Who is HGEM built for?

Multi-site hospitality brands running 30 to 200+ sites. Enterprise brands with 200+ international sites.

QSR
Consistency and speed across high-volume estates.
Tortilla · itsu · Popeyes
Casual dining
Guest experience across menu, service, and space.
Dishoom · Flat Iron
Pubs and bars
Warmth of local, discipline of a national brand.
Peach Pubs · BrewDog
Leisure
Guest journeys that span multiple touchpoints.
Everyman · Royal Ascot
Competitive socialising
New formats where operational standards are still forming.
Flight Club · Tenpin
Hotels
Check-in to check-out, across every property.
GuestHouse Hotels
Common questions

What buyers ask before booking a demo

What is HGEM?

HGEM is a guest experience management platform for multi-site hospitality brands. HGEM combines mystery guest audits, guest feedback, and review management into one system, then uses agentic AI (Halo) to diagnose problems, recommend fixes, and automate the follow-through from action plans to review responses.

How is HGEM different from Qualtrics or Medallia?

Three concrete differences. First, HGEM runs mystery guest audits as a native data source, so there is operational truth from inside your sites, not just what guests report afterwards. Second, HGEM's benchmarks are hospitality-only, not diluted across every industry. Third, HGEM closes the loop from insight to action. Halo drafts action plans, responds to reviews, and predicts commercial impact. Generic customer experience platforms stop at dashboards.

What does Halo do?

Halo is HGEM's agentic AI. It reads every audit, review, and piece of feedback across your estate, diagnoses what's costing you guests, generates action plans, drafts review responses in your brand voice, and predicts the impact of operational changes before you commit.

Who is HGEM built for?

Multi-site hospitality operators running 30 to 200+ sites across QSR, casual dining, pubs and bars, hotels, leisure, and competitive socialising. Enterprise brands with 200+ international sites also work with HGEM.

Do I get support from a real team, or is HGEM self-service?

HGEM is not just software. Every account includes hospitality experts, most of them former operators, working alongside your team. They configure your questionnaires, interpret the data, and challenge you on what to do next. The platform delivers the signal. The partnership is what turns it into action. That's the difference between HGEM and generic customer experience platforms that hand you a dashboard and step away.

Does HGEM still run mystery guest audits?

Yes. Mystery guest audits are one of the three data sources that feed HGEM's platform, alongside guest feedback and review management. HGEM pioneered mystery dining in the UK in 2003. Today mystery audits are the operational ground truth that agentic AI needs to tell operators what to fix.

How is HGEM priced?

Three packages: Ops Excellence, Reputation Intelligence, and Complete Intelligence. Pricing is based on site count and bundle. Mystery visits are purchased through prepaid credits.

See what HGEM would change for your estate. Book a demo.

Thirty minutes. Your sites. Real outcomes mapped to your P&L.

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