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.

Maayan Francis

Maayan Francis

Mystery Guest Advisor

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

Jess Ward

Jess Ward

Mystery Guest Advisor

I enjoy having an inside scope into our mystery guests' visits and helping them have the best experience possible, as well as providing clients with high quality reports.

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.

Rebecca Moore

Rebecca Moore

Assessor Recruitment Co-ordinator

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

Hannah Allsop

Hannah Allsop

Digital Marketing Coordinator

I enjoy creating visual content whilst ensuring it’s fresh and in keeping with our brand, as well as thinking of new ways to engage with our clients and mystery guests via social media.

Daniel Lunnon

Daniel Lunnon

Database Administrator

In my role my key concerns are ensuring data integrity.

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.

Amit Sawhney

Amit Sawhney

Software Engineer

Having fun and getting it done!

Sandra Dale

Sandra Dale

Accounts Manager

It's important to me that the accounts are accurate, and I love the fact that in my role I interact with everyone in the company, as well as with our clients and our diners.


Nick Fisher

Nick Fisher

Mystery Guest Advisor

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

Cecily Jay

Cecily Jay

Accounts Assistant

I enjoy working in accounts and HGEM are a lovely bunch.

Jason Horn

Jason Horn

Head of Client Success

I love being part of the HGEM team, seeing the customer journey and road mapping with our clients what’s important to their guests' experiences. I want to make every customer interaction entertaining and memorable building loyal brand advocates as an extension of the marketing team.

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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

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 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 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 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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