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.

Rebecca Kidd

Rebecca Kidd

Mystery Guest Advisor

I love listening to our mystery guests experiences and I am very appreciative to be part of such a genuinely 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.

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.

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.

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

Dana Winston-Day

Dana Winston-Day

Mystery Guest Advisor

I love working around so many genuinely kind and supportive people, I instantly feel at home.

Graziella Whitehouse

Graziella Whitehouse

Mystery Guest Advisor

I enjoy reading all about different dining experiences and still be part of the hospitality world. A huge bonus is that I work with a wonderful, supportive team.

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.

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.

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.


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