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...

Sarah Constable

Sarah Constable

Mystery Guest Advisor

I am grateful to have found such a lovely team of people, as they make the work we do fun and enjoyable each and every day.

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.

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.

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.

Ghervana Tanzarella

Ghervana Tanzarella

Support Coordinator

I’m very lucky to be part of a team that is supportive, kind and consistently working hard to help push the standard of hospitality.

Tanisha Penney

Tanisha Penney

Support Manager

I love being able to support our clients in their journey to improve their guests’ experiences and doing so as part of such a friendly and dedicated team.

Richard Lewis

Richard Lewis

Infrastructure and Business Intelligence Manager

I really enjoy identifying the scope for enabling greater innovation and collaboration for internal teams and our clients and working together to deliver new value.

Ben Edwards

Ben Edwards

Mystery Guest Advisor

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

Polly Werran

Polly Werran

Mystery Guest Advisor

I’m really happy to be a part of a supportive team that strives to deliver excellent feedback to our clients.

Ash Sharpe

Ash Sharpe

Head of Insights

I enjoy partnering with clients to support and elevate them to the best they can be through the ownership of their guests experience.

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.

Mia Leak

Mia Leak

Implementation Coordinator

I really enjoy onboarding clients and creating a partnership with them. It's also great to see how the data can give them insights into their guests 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