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.

Paul Pritchard

Paul Pritchard

Business Intelligence Manager

It’s really important to me that our data is secure, accurate and accessible and that our reporting infrastructure is fast, reliable and always available. We always ensure our reporting is engaging, actionable and insightful.

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.

Grace Ison

Grace Ison

Client Success Manager

I love getting to understand and learn each client's unique focus when it comes to their guests journey.

Benedicte Adriaens

Benedicte Adriaens

Multilingual Mystery Guest Advisor

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.

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.

Polly Werran

Polly Werran

Mystery Guest Advisor

I’m really happy to be a part of a supportive team that strives to deliver excellent feedback to our clients.

Sarah Constable

Sarah Constable

Mystery Guest Advisor

I am grateful to have found such a lovely team of people, as they make the work we do fun and enjoyable each and every day.

Sandra Dale

Sandra Dale

Accounts & HR Process Manager

It's important to me that the accounts are accurate, and I love the fact that in my role I interact with everyone in the company, as well as with our clients and our diners.

Rhiannon Godding

Rhiannon Godding

Implementation Coordinator

I enjoy how different every day can be, and it’s great to help clients build the right solution for their business!

Suzi Jordan

Suzi Jordan

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.

Sue Kendall

Sue Kendall

Accounts & HR Administrator

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.

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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