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.

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.

Lisa Chambers

Lisa Chambers

Operations & HR Director

I love working in the hospitality world & love the variety of responsibilities that I have, I am very proud of our company & working with our clients in this amazing industry. 

Amit Sawhney

Amit Sawhney

Software Engineer

Having fun and getting it done!

Ella Hill

Ella Hill

Client Relationship Manager

I enjoy working with a client to develop their guest experience using their data and my industry knowledge.

Hannah Allsop

Hannah Allsop

Content Executive

I love writing our blogs and creating visual content whilst ensuring it’s fresh and in keeping with our brand. I also enjoy thinking of new ways to engage with our clients and mystery guests via social media.

Jess Pow

Jess Pow

New Business Coordinator

I enjoy the variety in my job; every client is different, and I enjoy the challenge of setting up a guest experience management scheme that reflects each individual clients needs.

James Whitehouse

James Whitehouse

Client Insight & Relationship Manager

Using my experience in the industry to ensure my clients are getting the most from their schemes.

Laurence King

Laurence King

Software Engineer

I love working with this amazing team to create fantastic software.

Rosie Dewhirst

Rosie Dewhirst

Quality Advisor

As well as validating reports, I enjoy my role as Quality Advisor, ensuring that standards are met within the company and high quality reports are sent through to our clients. 

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.

Ian Straton

Ian Straton

Infrastructure Manager

I like that we use cutting edge technologies to drive our product delivery. I also love the teamwork - everyday a team member will ask me a question that I don't know the answer to but we go and find the answer together!

James Cottrell

James Cottrell

Web 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.

Annabelle Simons

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.

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Join Us

Our people are our most valued asset – they are what sets us apart from our competitors and make our clients want to work with us.

So, we are always interested to hear from like-minded people keen to work for a company that rewards, challenges and supports its employees.

If you are interested in joining our team take a look at our current vacancies or send a speculative CV to hr@hgem.com

Mystery Guest Advisor

The purpose of the Mystery Guest Advisor (MGA) is to collectively ensure that all visit reports from mystery guests are accurate, balanced, and delivered on time and to liaise with mystery guests to secure their support in achieving this.

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Client Relationship Manager

The purpose of our CRM is to foster a partnership relationship. To successfully manage the relationship between our clients and HGEM to understand our client’s unique culture and fully understand the role we play in the success of our clients.

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Client Support Coordinator

The purpose of our CSC Team Member is to ensure HGEM are successfully managing our client accounts with a team who fully understand the role they play in the success of 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.

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 61441

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 64520

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."

Mystery Guest 82635

Mystery Guest 57893

"I really appreciate being able to have a night away and explore somewhere new. I even enjoy the report writing. I am constantly surprised by the gems I've found eating at places I'd have never tried with my own money."

Mystery Guest 57893

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