About Us

About Us


Introducing HGEM

Our Story

The Mystery Dining company to HGEM

HGEM has always been a pioneer, being the first to coin the term ‘mystery dining’ back in 2003 when the company was originally founded as the Mystery Dining Company.

The firm was born from a conversation with well-known restaurant owner who was losing track of what was going on in his restaurants. He had a mystery shopping company working for him that was unreliable and failing to get results back quickly. We knew we could do better than that and so he gave us six restaurants as a trial to see what we could do.

We were able to complete visits and provide detailed feedback in near ‘real time’ which enabled him to implement changes and quickly see improvement. After this initial success, we won the contract for the whole estate and the rest is history.

Since then we have continued to seek innovative ways to empower hospitality operators in a competitive and rapidly changing market, and today work internationally with over 6,000 restaurants, pubs, hotels, cinemas and caterers including many well-known brands such as wagamama, Greene King, Malmaison, Empire Cinemas, Sodexo, and local high street institutions Pret a Manger, Lounges and EAT.

Today our mission is to establish ‘Guest Experience Management’ as a core discipline for hospitality businesses, providing the best tools and support to help operators monitor their performance and generate a culture of continuous improvement for teams.

Our People

Many of our people have joined us having worked in the hospitality industry and so it truly has shaped who we are and the way we behave. We understand the pressures and challenges of your teams because we have been there and we’re passionate about supporting you to deliver a great guest experience every time.

Michaela Dallison

Michaela Dallison

Visit Fulfilment Coordinator

I like learning about our mystery guests' experiences and the positive influence it has for our clients and the industry. 

Lisa Chambers

Lisa Chambers

Operations & HR Director

I love working in the hospitality world & love the variety of responsibilities that I have, I am very proud of our company & working with our clients in this amazing industry. 

Rebecca Moore

Rebecca Moore

Assessor Recruitment Co-ordinator

I care most about maintaining our high standards of quality, and ensuring each report gives useful insight to our clients.

Louise Kelly

Louise Kelly

Marketing Manager

I love the variety of my role, no two days are the same.

Jason Horn

Jason Horn

Head of Client Success

I love being part of the HGEM team, seeing the customer journey and road mapping with our clients what’s important to their guests' experiences. I want to make every customer interaction entertaining and memorable building loyal brand advocates as an extension of the marketing team.

Amie Sparey

Amie Sparey

Mystery Guest Advisor

I enjoy validating the reports and ensuring we provide our clients with as much detail as possible. I also enjoy talking to our diners about their visits.

Daniel Lunnon

Daniel Lunnon

Database Administrator

In my role my key concerns are ensuring data integrity.

James Cottrell

James Cottrell

Web Engineer

What I care and treasure about my role, is the opportunity to work with incredibly talented and positive individuals to create cutting edge technology.

Rosie Dewhirst

Rosie Dewhirst

Quality Advisor

As well as validating reports, I enjoy my role as Quality Advisor, ensuring that standards are met within the company and high quality reports are sent through to our clients. 

Jess Ward

Jess Ward

Mystery Guest Advisor

I enjoy having an inside scope into our mystery guests' visits and helping them have the best experience possible, as well as providing clients with high quality reports.

Jenny Steele

Jenny Steele

Business Analyst

Helping the business to identify their goals and working effectively with IT and systems development to deliver them.    

Josie Palmer

Josie Palmer

New Business Coordinator

I love learning about the clients we work with and helping them achieve their goals!

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Join Us

Our people are our most valued asset – they are what sets us apart from our competitors and make our clients want to work with us.

So, we are always interested to hear from like-minded people keen to work for a company that rewards, challenges and supports its employees.

If you are interested in joining our team take a look at our current vacancies or send a speculative CV to hr@hgem.com.

Software Engineer

HGEM is seeking an experienced and competent software engineer to work productively on well-defined tasks and produce code that both works and meets the HGEM coding standards. Need to be able to work independently or as part of a team with minimal support on the development of moderate complexity modules. Able to gain command of all core HGEM technologies.

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Mystery Guest Advisor

The purpose of the Mystery Guest Advisor (MGA) is to collectively ensure that all visit reports from diners are accurate, balanced, and delivered on time and to liaise with assessors to secure their support in achieving this. The MGA role reports to the Operations Manager and liaises with both the Validation Training Advisor and the Diner Community Administrator.

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Client Relationship Manager

The purpose of our Client Relationship Manager is to successfully manage the relationship between our clients and HGEM, to understand our client’s unique culture and fully understand the role we play in the success of our clients.

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Our Mystery Guests

At HGEM we are fortunate to have a fantastic community of mystery guests that we try hard to nurture and support as stakeholders in 'empowering hospitality'. In return, they go the extra mile to provide detailed and practical feedback on their experiences.

If you are interested in becoming one of our mystery guests, please go to mysterydining.net.

Mystery Guest 64520

"I like being able to feel like my experience as a Mystery Guest is being heard by the places I eat at. That my feedback might help improve service or reward those doing a good job."

Mystery Guest 64520

Mystery Guest 57893

"I really appreciate being able to have a night away and explore somewhere new. I even enjoy the report writing. I am constantly surprised by the gems I've found eating at places I'd have never tried with my own money."

Mystery Guest 57893

Mystery Guest 61441

"When I now go for a drink or meal, whether I’m on a Mystery Visit or not, I tend to take notice of my environment a lot more than I used to. I also can identify good customer service and appreciate how hard staff work whilst looking after their customers."

Mystery Guest 61441

Mystery Guest 82635

"Through the eyes of a customer, sharing my experience with companies that I otherwise might never have chosen to visit and sharing great opportunities that allow them to be first for customer service."

Mystery Guest 82635

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