Our story

Long-standing Mystery Guests might remember us as The Mystery Dining Company where back in 2003, we created the term ‘mystery dining’ as a specialist form of mystery shopping. In 2016, we rebranded as HGEM (which stands for Hospitality Guest Experience Management), but Mystery Dining remains as HGEM's core services to hospitality companies.

We now work with almost 100 restaurant and hotel brands across the globe, from chains to independents. With the support of our 13,000 mystery guests, we are able to help these brands connect with their customers, by providing them with in-depth feedback about the experiences they provide. This feedback allows brands to measure, monitor and improve on all areas, from food quality to service, ensuring they hit the mark every time.


The Mystery Dining Team

Say hello to the team behind Mystery Dining by HGEM! Our mystery guest advisor team are there to support you from sign up, through to completing mystery visits and writing reports. They know hospitality and the detail and quality that our brands look for in the feedback that our mystery guests provide. Our team are super friendly and will help you improve your feedback with every visit.

Hover over each team members' photo below to reveal what they most enjoy about their job.

Nick Fisher

Nick Fisher

Mystery Guest Advisor

I really enjoy my role as everyday is different and I love working with such a friendly team

Ghervana Tanzarella

Ghervana Tanzarella

Mystery Guest Advisor

I am very lucky to be part of a team that is supportive, kind and consistently working hard to improve the standards of the hospitality industry.

Jess Ward

Jess Ward

Assessment Quality & Training Advisor

I enjoy getting the inside scoop on our mystery guests' visits and helping them to have the best experience possible.

Samantha Grimes

Samantha Grimes

Assessment Quality Manager

I love working with such a friendly positive team and speaking with our mystery guests about their dining experiences.

Maayan Francis

Maayan Francis

Visit Fulfilment Coordinator

I love working to help strengthen the bond between our mystery guests and the brands we work with. I enjoy chatting to our mystery guests and learning more about their encounters and the hospitality industry as I go.

Rebecca Moore

Rebecca Moore

Assessor Recruitment Coordinator

I really care about maintaining high standards of quality and ensuring that each mystery visit gives useful insight to the brands we work with.

Benedicte Adriaens

Benedicte Adriaens

Multilingual Mystery Guest Advisor

Being Bilingual allows me to support mystery guests on both sides of the channel. I enjoy ensuring the reports we send out to the brand we work with, are to a high standard.

Rebecca Mason

Rebecca Mason

Guest Community Coordinator

I enjoy managing the Diner Reward Scheme. It's lovely to be able to reward our mystery guests for their hard work and commitment.


Apply to be a Mystery Guest

If you enjoy eating out, writing and leaving reviews, and feel passionate about customer service, why not join our thousands of mystery guests and eat out for free?

Sign Up