Our Story

HGEM is a pioneer in the hospitality sector. In our previous form (The Mystery Dining Company), we were the first to introduce mystery dining as a specialist form of mystery shopping, and the first to provide next-day reporting.

Innovation continues to drive our growth, but always with a clear purpose: from mystery dining to the full guest experience management solution, empowering hospitality is at the core of everything we do.

Our People

Hospitality has shaped who we are and the way we behave. We understand the pressures and challenges of your teams and we're passionate about supporting you to deliver a great guest experience every time.

Aimee Williams

Client Support Manager

The most important part of my role is making sure that I manage great relationships with my clients and keep up-to-date with their companies.

Amie Marshall

Marketing Manager

I love creating engaging and informative content that reflects our brand values, as well as supporting our day-to-day marketing activities.

Amit Sawhney

Software Engineer

Having fun and getting it done!

Andy Smith

Web Developer

I care most about creating software that works as well and as consistently as it should. Well designed + well implemented = well used.

Brian Mitchell

Test Engineer

I feel very lucky I get to create great technology to a high standard with some brilliant forward thinking people.

Chloe Walker

Pret Success 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.

Daniel Lunnon

Database Administrator

In my role my key concerns are ensuring data integrity

Daniel Tebbutt

Client Support Manager

Providing the absolute best customer service to my clients that is possible and developing the working relationship with them to ensure everyone is happy.

David Pepper

Associate Director of Hospitality Culture

People! People who work in our company, People who work in our industry, People who visit the 'Hospitality Sector' for a great experience!

Denise Hicks

Finance Assistant

Timings are important to me; making sure clients are invoiced on time and guests are reimbursed on time.

Gary Bond

Senior Web Engineer

I care most about getting stuff done right and helping my team to focus on that too.

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 often go the extra mile to provide detailed and practical feedback on their experiences.

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 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 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.

The Original Mystery Dining Company