Our Story

Software with a Service

HGEM has been a pioneer for over 20 years. In 2003, we were the first to use the term ‘mystery dining’ as a specialist form of mystery shopping. It reflected the deeper and longer experiences that are typical in hospitality, as compared with retail. Hot on the heels of the dot.com explosion, we were the first to use the internet to provide next-day reporting.

Fast forward to the mid-2010's, and there are many more ways to gain insights from guests from surveys and reviews. We embraced these and were the first to use the term ‘Guest Experience Management’ (GEM). Our mission was to establish this as a core business discipline for hospitality businesses and to be the best source of expertise and tools. That mission has been achieved.

Now, in the mid-2020s, HGEM's award-winning platform, The Hub, is used by tens of thousands of venues, large and small. Guest Experience Managers with operations and marketing roles use it to engage with guests and gain insights that help them to grow sales.

But our growth is not just fueled by our amazing software. Because working in partnership with our clients comes as standard. We act as an extension to your team, interested in your strategy and playing our part to help you achieve it. It's how we learn and innovate. Many of our team have had careers in hospitality, so we understand the terminology and the challenges. We call this 'Software with a Service' and you won't find it anywhere else.

Let's see what we can achieve together!

Megan Gibbs

Support Coorinator

I absolutely love working with such a friendly and supportive team! I enjoy helping diners with any queries they have and helping to make their overall experience positive.

Graziella Whitehouse

Mystery Guest Advisor

I enjoy reading all about different dining experiences and still be part of the hospitality world. A huge bonus is that I work with a wonderful, supportive team.

Suzi Jordan

Senior Business Development Manager

I enjoy supporting clients to make the most of their guest feedback, identifying key trends to highlight where they can continually improve experiences, so their customers come back time and again.

Lucy Marshall

Client Success Manager

I really enjoy working alongside a wide variety of clients & love helping them track and improve their overall guest experience.

Benedicte

Multilingual Mystery Guest Advisor

Being bilingual allows me to support our diners on both sides of the Channel. I enjoy ensuring the reports we send to our clients are of a high standard.

Niamh Geraghty

Support Coordinator

I’m so lucky to be able to work for such a supportive, caring company and be able to meet people from all different walks of life.

Nick Nikolenko

Software Engineer

I like being part of a team that solves complex problems and has fun doing it.

Charlotte King

Implementation Coordinator

Keit Vende

Head of Sales & Marketing

I wish I had tools like The Hub when I helped manage a bar 10 years ago. My mission now is to get the word out there about how hospitality tech can help.

Robert Donnellan

Client Success Manager

Sari Fenne

Mystery Guest Advisor

I really enjoy reading about all the different places our diners get to visit and feel lucky to be working in such a supportive friendly team.

Paul Pritchard

Senior Business Intelligence Developer

It’s really important to me that our data is secure, accurate and accessible and that our reporting infrastructure is fast, reliable and always available. We always ensure our reporting is engaging, actionable and insightful.

About Us

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