Introducing 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 10,000 restaurants, pubs, hotels, cinemas and caterers including many well-known brands such as wagamama, Greene King, Malmaison, Empire Cinemas, Royal Ascot, 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 award-winning tools and support to help operators monitor their performance and generate a culture of continuous improvement for teams.
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 have also been crowned Employer of the Year at the Bath Live Business Awards.
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
The purpose of the Mystery Guest Advisor (MGA) is to collectively ensure that all visit reports from mystery guests are accurate, balanced, and delivered on time and to liaise with mystery guests to secure their support in achieving this.
Read MoreThe purpose of our CRM is to foster a partnership relationship. 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.
Read MoreThe purpose of our CSC Team Member is to ensure HGEM are successfully managing our client accounts with a team who fully understand the role they play in the success of our clients.
Read MoreAt 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.
