The Original Mystery Dining Company

The Original Mystery Dining Company


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.


2003 - We've arrived! The Mystery Dining Company launches a specialist form of mystery shopping for hospitality businesses We've arrived! The Mystery Dining Company launches a specialist form of mystery shopping for hospitality businesses
2004 - Bye bye paper reports! Pioneered use of the internet for report completion and next-day delivery Bye bye paper reports! Pioneered use of the internet for report completion and next-day delivery
2005 - Monthly analysis: introduction of performance trackers for multi-site operators Monthly analysis: introduction of performance trackers for multi-site operators
2006 - Going global: introduction of international visits for wagamama Going global: introduction of international visits for wagamama
2007 - Making it easier for our mystery guests: introduction of online visit booking Making it easier for our mystery guests: introduction of online visit booking
2008 - Tailoring our reports: introduction of customisable visit report templates Tailoring our reports: introduction of customisable visit report templates
2009 - Online analysis: introduction of a reporting & analytics site Online analysis: introduction of a reporting & analytics site
2010 - Making sense of data: introduction of analyst support Making sense of data: introduction of analyst support
2011 - Death of the comment card! Introduction of branded online feedback sites Death of the comment card! Introduction of branded online feedback sites
2012 - Connecting learning with performance: introduction of learning management service Connecting learning with performance: introduction of learning management service
2013 - Pioneered the term Guest Experience Management under the HospitalityGEM brand Pioneered the term Guest Experience Management under the HospitalityGEM brand
2014 - Teams on the ground: introduction of support package for major events Teams on the ground: introduction of support package for major events
2015 - The future is digital: doubled investment in software development The future is digital: doubled investment in software development
2016 - Development of the GEM framework, methodology & cultural support Development of the GEM framework, methodology & cultural support
2017 - Launch of the HGEM brand and the GEM mobile app for managers Launch of the HGEM brand and the GEM mobile app for managers
2018 - Wait and see! Wait and see!
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
2015
2016
2017
2018
   

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.

Abigail Sullivan

Abigail Sullivan

Marketing Manager

Replicating the passion, personality and drive of our team in the messaging and marketing we produce.

Aimee Williams

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. 

Amit Sawhney

Amit Sawhney

Software Engineer

Having fun and getting it done!

Amy Dignon

Amy Dignon

Client Success Manager

I absolutely love building strong relationships with our clients by becoming a partner that they can trust and rely on.

Brian Mitchell

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

Chloe Walker

New Business 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

Daniel Lunnon

Database Administrator

In my role my key concerns are ensuring data integrity

Daniel Tebbutt

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

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

Denise Hicks

Finance Assistant

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

Gary Bond

Gary Bond

Senior Web Engineer

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

See more

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

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

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

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.

Want to know more?

What we do
X

HGEM Newsletter
Subscribe to our newsletter to stay up to date with the latest hospitality news.