Our Story

Software with a Service

HGEM has been a pioneer for over 20 years. In 2003, we were the first to use 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.

Fast forward to the mid-2010's, and there are many more ways to gain insights from guests from surveys and reviews. We embraced these and were the first to use the term ‘Guest Experience Management’ (GEM). Our mission was to establish this as a core business discipline for hospitality businesses and to be the best source of expertise and tools. That mission has been achieved.

Now, in the mid-2020s, HGEM's award-winning platform, The Hub, is used by tens of thousands of venues, large and small. Guest Experience Managers with operations and marketing roles use it to engage with guests and gain insights that help them to grow sales.

But our growth is not just fueled by our amazing software. Because working in partnership with our clients comes as standard. We act as an extension to your team, interested in your strategy and playing our part to help you achieve it. It's how we learn and innovate. Many of our team have had careers in hospitality, so we understand the terminology and the challenges. We call this 'Software with a Service' and you won't find it anywhere else.

Let's see what we can achieve together!

Rebecca Moore

Quality Coordinator

I care most about maintaining our high standards of quality, and ensuring each report gives useful insight to our clients.

Anna McDonagh

Marketing Manager

Suzi Jordan

Senior 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.

Ben Edwards

Mystery Guest Advisor

I really enjoy working to improve and empower hospitality amongst such a friendly and supportive team.

Graziella Whitehouse

Mystery Guest Advisor

I enjoy reading all about different dining experiences and still be part of the hospitality world. A huge bonus is that I work with a wonderful, supportive team.

Justine Walker

Assessor Resource Coordinator

I’m so lucky to work for such an aspiring, growing company. My role allows me to forge new relationships and nurture old ones.

Niamh Geraghty

Support Coordinator

I’m so lucky to be able to work for such a supportive, caring company and be able to meet people from all different walks of life.

Keit Vende

Head of Sales & Marketing

I wish I had tools like The Hub when I helped manage a bar 10 years ago. My mission now is to get the word out there about how hospitality tech can help.

Steven Pike

Managing Director

It's really important to me that we put our clients in the driving seat and coordinate all our resources in pursuit of your objectives.

Chloe Walker

Business Development 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.

Jess Ward

Assessment Technical Coordinator

I love helping others and solving problems, every day is different and there’s always a chance to learn something new and improve the experience of all users

Ghervana Tanzarella