About Us

About Us


Introducing HGEM

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!


Come and meet our team...

Maisie Harris

Maisie Harris

Implementation Manager

I love the variety of my role and working with my clients to help enhance their customer service journey.

Sue Kendall

Sue Kendall

Accounts & HR Process 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.

Blanche Chivers

Blanche Chivers

Business Analyst

I adore my job, seeing such great results from all our hard work, all whilst working in such a positive & friendly environment!

Benedicte

Benedicte

Multilingual Mystery Guest Advisor

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.

Sari Fenne

Sari Fenne

Mystery Guest Advisor

I really enjoy reading about all the different places our diners get to visit and feel lucky to be working in such a supportive friendly team.

Nick Fisher

Nick Fisher

Assessment Training Coordinator

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

Anna Clarke

Anna Clarke

Mystery Guest Advisor

Every day brings something new, and I enjoy being part of a team that strives to improve hospitality while being supportive and helpful.

Megan Gibbs

Megan Gibbs

Support Coorinator

I absolutely love working with such a friendly and supportive team! I enjoy helping diners with any queries they have and helping to make their overall experience positive.

Lucy Marshall

Lucy Marshall

Client Success Manager

I really enjoy working alongside a wide variety of clients & love helping them track and improve their overall guest experience.

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.

Chloe Chard-Harvey

Chloe Chard-Harvey

Support Coordinator

I love talking to people and problem solving so I love that my job combines the two.

Rosa Esposito

Rosa Esposito

Mystery Guest Advisor

I am grateful to be part of such a friendly and supportive team and I enjoy learning about different guests dining experiences.

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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.

Learn more about what we do