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.

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.

Rory McFarlane

Rory McFarlane

Senior Software Engineer

I care about delivering reliable, working software that people enjoy using and will help individuals work better.

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.

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.

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.

Maayan Francis

Maayan Francis

Mystery Guest Advisor

I love working to help to strengthen the bond between our mystery guests and clients through the experiences that are detailed in our reports. I enjoy chatting to our mystery guests and learning more about their encounters and the hospitality industry as I go.

Benedicte Adriaens

Benedicte Adriaens

Multilingual Report Validator

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.

Pradnya Nimbalkar

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.

Daniel Lunnon

Daniel Lunnon

Database Administrator

In my role my key concerns are ensuring data integrity.

Ella Baron

Ella Baron

Client Relationship Manager

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

Lloyd Williams

Lloyd Williams

Senior Business Intelligence Developer

Our Business Intelligence solutions are inspired by translating your needs into technical specifications. Our data drives actions through insight, allowing you to focus on what matters to you.

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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

Sales Manager

The purpose of the Sales Manager is to grow business revenue through selling Guest Experience Management products and services. It is also important the Sales Manager acts as an ambassador for HGEM at events and new business pitches.

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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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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 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 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 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

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