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!

Nathan Pankhurst

Software Engineer

I really enjoy being in a team where everyone’s contribution is valued, and everyone is given the opportunity to push themselves. We’ve really cultured a team that works well together to produce a high-quality product.

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.

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.

Maisie Harris

Implementation Manager

I love the variety of my role and working with my clients to help enhance their customer service journey.

Pradnya Nimbalkar

Software Engineer

I care about continuously improving the quality of my work in the organisation and delivery of well designed, easy to use software which is enjoyable and simplifies users' life.

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.

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.

Elliott Ellis

Support Coordinator

It is so nice to work for such a friendly and welcoming company, where everyone is listened to and encouraged. Every day is something different and I am learning all the time.

Annabelle Simons

Mystery Guest Advisor

It’s fun to get an insight into people’s lives through their dining experiences and be a part of improving the dining world.

Bradley Gunn

Principal Software Engineer

I love producing high quality software that continually adds value for both the business and our clients

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.

Charlotte Carr