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.

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.

Nick Fisher

Nick Fisher

Mystery Guest Advisor

I really enjoy my role as everyday is different and the team are really friendly.

Chloe Walker

Chloe Walker

Business Opportunity 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.

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.

Paul Pritchard

Paul Pritchard

Business Intelligence Manager

It’s really important to me that our data is secure, accurate and accessible and that our reporting infrastructure is fast, reliable and always available.  We always ensure our reporting is engaging, actionable and insightful.

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.

Ella Baron

Ella Baron

Pret Success Manager

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

Josie Palmer

Josie Palmer

New Business Coordinator

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

Amie Sparey

Amie Sparey

New Business Coordinator

I enjoy creating bespoke questionnaires and visits that are tailored to our client’s style of service. Its satisfying to then see them create data that allows our clients to really drill into their guest’s experience.

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.

Jenny Steele

Jenny Steele

Business Analyst

Helping the business to identify their goals and working effectively with IT and systems development to deliver them.    

Steven Pike

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.

See more

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 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

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

Want to know more about what we do?