About Us

About Us


Introducing HGEM

Our Story

HGEM are the market leaders in Guest Experience Management. With over 20 years of experience and having worked with most of the brands across UK high-streets throughout the years, you can be sure HGEM are the experts in helping hospitality businesses grow through actionable guest insights.


HGEM - Hospitality Guest Experience Management

HGEM has always been a pioneer. We created the term ‘Guest Experience Management’ (GEM) in 2016 as part of our mission to empower hospitality businesses through adopting GEM as a core business discipline. We wanted to go further than just monitoring feedback by actively managing the experience of guests and generating a culture of continuous improvement within teams.

Fast forward a few years, and we can proudly state our mission is flourishing - Guest Experience Management is now considered a common business practice across the industry. Many businesses are employing ‘Guest Experience Managers’ that use our original GEM framework and award-winning platform - The Hub.

But the pioneering spirit goes back further than that. In our original guise as The Mystery Dining Company, back in 2003, we created 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.

Throughout our story, we have valued working with clients that have a similar pioneering spirit. Together, we drive each other forward, always striving for innovative ways to achieve the ultimate goal of giving guests a great experience that they talk about, in order to build future sales. Some of our larger clients include wagamama, Pret a Manger, Brewdog, Lounges and Heineken’s Star Pubs & Bars. But we also enjoy working with many smaller businesses, sometimes with only a handful of sites but with bagfuls of ambition and creative ideas. Altogether, we support over 10,000 restaurants, pubs, hotels, cinemas and caterers.

Our service includes designated Client Success Managers, who ensure our clients get the best value out of our products. Most of the Client team have hospitality backgrounds, which enables them to understand the operational challenges and the factors that lead to success within a hospitality business.

We believe in developing close partnerships with our client contacts, helping them become the heroes of their team and leading the business to success.


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. We were also crowned Employer of the Year at the Bath Live Business Awards.

Olivia Charlton

Olivia Charlton

Client Success Manager

I like the opportunity to help provide solutions for our clients by mystery dining and evaluating their standards of service through Hub data.

Russell Hodgson

Russell Hodgson

Software Engineer

Working within a passionate engineering team which has diverse skill sets enables me to find creative solutions for complex technical challenges.

Lucy Marshall

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.

Sue Kendall

Sue Kendall

Accounts & HR Process Assistant

It’s really important to me that we get it right first time and on time and I feel fortunate to work in a team who really care about what it is they do.

Samantha Grimes

Samantha Grimes

Assessment Quality Manager

I love working in such a friendly positive team and speaking with our mystery guests about their dining experiences.

Nick Fisher

Nick Fisher

Assessment Training Coordinator

I really enjoy my role as everyday is different and the team are really friendly.

Chloe Walker

Chloe Walker

Business Development Manager

I care most about finding the solution for client's challenges - listening to their needs and designing a scheme that suits the brand gives me great enjoyment.

Mia Leak

Mia Leak

Implementation Coordinator

I enjoy reading about our mystery guests' experiences and supporting them by giving them advice. I’m glad that I am helping to improve hospitality whilst discovering new clients to visit myself.

Rosa Esposito

Rosa Esposito

Mystery Guest Advisor

I am grateful to be part of such a friendly and supportive team and I enjoy learning about different guests dining experiences.

James Cottrell

James Cottrell

Senior Software 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.

Charlotte Fisher

Charlotte Fisher

Client Success Manager

I enjoy diving into the data on the Hub to understand customer habits and dining experiences to support our clients to be the best they can be – all while working with an amazing team!

Charlotte Carr

Charlotte Carr

Mystery Guest Advisor

It’s great to be working in such a varied role and be part of a hardworking, supportive team.

See more

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.

Learn more about what we do