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 6,000 restaurants, pubs, hotels, cinemas and caterers including many well-known brands such as wagamama, Greene King, Malmaison, Empire Cinemas, 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 the best 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.

Laurence King

Laurence King

Software Engineer

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

Sally Whelan

Sally Whelan

Director

Sharing insightful guest experience information to enable hospitality operators to become ever more hospitable.

Ella Baron

Ella Baron

Client Relationship Manager

I enjoy maintaining a positive relationship with my client by managing their challenges, and meeting their needs.

James Baxter

James Baxter

Software Engineer

I care most about problem solving, building great technology and working with happy people.

Rachael Head

Rachael Head

New Business Manager

I really enjoy getting to know new clients and working with them to create an invaluable tool that enables them to get a better picture of their guest experience.

Anna Barresi

Anna Barresi

Client Support Coordinator

I love interacting with our clients, ensuring their requests are processed promptly and the solutions provided meet the high standards of customer service and quality in order to contribute to their success.

Sue Kendall

Sue Kendall

Accounts Assistant

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.

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. 

Jason Horn

Jason Horn

Head of Client Success

I love being part of the HGEM team, seeing the customer journey and road mapping with our clients what’s important to their guests' experiences. I want to make every customer interaction entertaining and memorable building loyal brand advocates as an extension of the marketing team.

Amit Sawhney

Amit Sawhney

Software Engineer

Having fun and getting it done!

Josie Palmer

Josie Palmer

New Business Coordinator

I love learning about the clients we work with and helping them achieve their goals!

Mia Leak

Mia Leak

Mystery Guest Advisor

I enjoy reading about our mystery guests' experiences and supporting them by giving them advice. I’m glad that I am helping to improve hospitality whilst discovering new clients to visit myself.

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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

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 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 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

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 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

Want to know more about what we do?