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 in Bath, England.

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.


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 have also been crowned Employer of the Year at the Bath Live Business Awards.

Ash Sharpe

Ash Sharpe

Client Relationship Manager

I enjoy partnering with clients to support and elevate them to the best they can be through the ownership of their guests experience.

Nick Fisher

Nick Fisher

Mystery Guest Advisor

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

Daniel Lunnon

Daniel Lunnon

Database Administrator

In my role my key concerns are ensuring data integrity.

Benedicte Adriaens

Benedicte Adriaens

Multilingual Report Validator

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.

Rebecca Mason

Rebecca Mason

Guest Community Coordinator

It’s great to be able to validate reports and gain a real insight into our mystery guests' experiences, but the most enjoyable part of my job, is managing the Diner Reward Scheme. Its lovely to be able to reward our mystery guests for their hard work and commitment.

Richard Lewis

Richard Lewis

Infrastructure Manager

I really enjoy identifying the scope for enabling greater innovation and collaboration for internal teams and our clients and working together to deliver new value.

Lauren Gould

Lauren Gould

Implementation Manager

I enjoy engaging with our clients and learning about what they are trying to achieve, then in partnership with them, building a solution that can support and help them reach their targets. I’m proud to work in such a fantastic industry.

Maayan Francis

Maayan Francis

Mystery Guest Advisor

I love working to help to strengthen the bond between our mystery guests and clients through the experiences that are detailed in our reports. I enjoy chatting to our mystery guests and learning more about their encounters and the hospitality industry as I go.

Mia Leak

Mia Leak

Mystery Guest Advisor

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.

Paul Watts

Paul Watts

Technical Lead

Leading the technical team to design and build fantastic software to help our clients have the very best insight into their business.

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.

Rebecca Moore

Rebecca Moore

Assessor Recruitment Coordinator

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

Learn more about what we do