GEM Journal
For service leaders who set the standard every shift. Your competitive edge in guest experience and hospitality leadership.
Practical guidance leaders use to coach teams, engage employees, and elevate the guest experience in every interaction.
Start Your Free Trial TodayIntroducing GEM Journal: A New Way to Access Hospitality Excellence Insights
Since 1999, Hospitality Excellence has helped organizations strengthen guest experience management through analysis, training, consulting and strategic insight.
To extend that expertise, we launched GEM Journal, the journal of hospitality excellence, delivering practical guidance leaders use every day to guide teams and elevate guest experience. GEM Journal is designed to be used — not just read — helping leaders turn ideas into daily habits that strengthen teams and create meaningful guest engagement and inspire reviews, referrals and repeat guests that make the profitable difference.
Drawing on decades of cross-industry work and experience training tens of thousands of professionals, Hospitality Excellence’s GEM Journal turns real-world learning into actionable insights on guest, customer, and client service delivery and impact.
Where hospitality leaders sharpen their craft
The GEM Journal newsletter delivers a weekly briefing on service leadership, guest experience strategy, and real-world insights from across the global hospitality community.
Get the latest hospitality insights
Real-world strategies from hoteliers, restaurateurs, and guest experience leaders.
Delivered in a quick weekly briefing
- Each issue includes:
- Practical service strategies
- Leadership insights
- Real-world case studies
- New articles from GEM Journal
Scan in minutes
Designed for busy hospitality professionals — clear headlines, short summaries, and links to deeper stories.
Read what matters most
Click through to full articles, research, and leadership insights from across the global hospitality community.
In the box below, you'll find a selection of the latest GEM Journal articles, offering ideas you can explore, share, and apply within your organization.
The Why and How of Inter-Business Relationships
Learn MoreThe Reality of the Labor Crunch in Assisted Living Facilities
Learn MoreTimeless Customer Service Qualities to Practice Always
Learn MoreHotel Guests Aren’t as Excited About AI Concierges as Staff Members, Study Finds
Learn MoreComplimentary Service That is Uncomplimentary to Service
Learn MoreWhat Our Clients Say
“The Hospitality Excellence team captured participants’ attention with bold statements, vivid examples, and humor in the workshops, which were customized, practical, and memorable. Roberta and the Hospitality Excellence team had the unique ability to understand our business, recognize our needs, and build rapport with individuals at all levels of our organization.
Our management team continues to apply the management skills learned months later. We plan to have Hospitality Excellence back in the future to reinforce the skills and ideas they taught our management team.”
“The training we received from the Hospitality Excellence team with 3D Service was just the type of refresher MyAssist needed to help us regroup and move forward.
We look forward to sharing these concepts and ideas with our new hires and regularly infusing the whole team with service excellence updates.”
“The Hospitality Excellence team exceeded my highest expectations. Roberta and her team were incredible and delivered flawlessly.
Thank you for this opportunity to recognize the efforts used to provide unrivaled service and to showcase our skills. Your help has been invaluable.”