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 core to HGEM's services to hospitality companies.

We now work with over 300 restaurant and hotel brands, 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.

Joanna Habgood

Joanna Habgood

Mystery Guest Advisor

I love how helpful and supportive the rest of the team are.

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.

Rebecca Moore

Rebecca Moore

Quality 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.

Ben Edwards

Ben Edwards

Mystery Guest Advisor

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

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.

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.

Charlotte Carr

Charlotte Carr

Mystery Guest Advisor

It’s great to be working in such a varied role and be part of a hardworking, supportive team.

Nick Fisher

Nick Fisher

Assessment Training Coordinator

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

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.

Benedicte

Benedicte

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.

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.


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