Coyle Hospitality’s leadership team combines hotel school training, agency-side customer experience expertise, and decades of operational hospitality experience. The same people who design a client’s evaluation program stay involved in running it.
Jim Coyle, President
Jim Coyle founded Coyle Hospitality Group in 1996 and has developed and implemented customer experience and brand measurement programs for more than 500 companies across hospitality, travel, property management, cannabis, and healthcare. His work centers on understanding the experiences that shape consumer behavior, with particular interests in hospital patient experience and the continuing shift in consumer spending toward experiences rather than products. Jim sets Coyle’s overall strategic direction while remaining directly involved in program design for many of the company’s largest global accounts.
Jeff Gurtman, Managing Director
Jeff Gurtman is a graduate of Cornell University’s School of Hotel Administration and has worked in customer experience management and mystery shopping since beginning his career with Coyle Hospitality in 2002. He later joined LRA by Deloitte, formerly LRA Worldwide, where he designed and implemented quality assurance and mystery shopping programs for leading brands around the world before returning to Coyle. Drawing on more than two decades of industry experience, Jeff leads client strategy and satisfaction while helping drive Coyle’s continued innovation and thought leadership.
Lauren Bryant, Head of Operations
Lauren Bryant graduated with honors from The Ohio State University and has led Coyle Hospitality’s operations across domestic and global programs since 2014. With more than a decade of experience in operations, client relations, and management, she works closely with clients to translate program goals into thoughtful, efficient, and scalable solutions. Lauren oversees the execution of complex programs across teams, with a particular focus on creating seamless processes, strong client partnerships, and a consistently high-quality experience from program design through reporting. Outside of work, Lauren is in constant search of the perfect cup of coffee, loves yoga, and reads anything she can get her hands on.
Renee Birkett, Operations
Renee Birkett has been with Coyle Hospitality since 2011, bringing a background in sales and marketing, account management, and customer care to the company’s operations team. She oversees client programs throughout their lifecycle, with particular responsibility for the report production process. Renee focuses on keeping programs running smoothly, maintaining the quality and consistency of deliverables, and providing responsive, personalized client support. In her free time, she enjoys traveling, reading, and attending concerts.
Kim Bezek
Kim Bezek combines extensive public- and private-sector leadership experience with a master’s degree in Public Administration. Since joining Coyle Hospitality in 2018, she has applied that background to operations management and client service, working closely with organizational leaders and managing complex client programs. Kim is particularly focused on building strong, long-term relationships and providing thoughtful, personalized support. Outside of work, she enjoys international travel, barre workouts, and adding to her vinyl collection.
Lydia Aboul-Hosn
Lydia Aboul-Hosn brings a strong academic background and a global perspective shaped by living throughout the U.S. and overseas. Since joining Coyle Hospitality in 2022, she has become a Senior Finalizer and Project Manager for several high-profile client programs. Lydia specializes in the accuracy, consistency, and efficiency of quality assurance deliverables, helping translate detailed evaluation data into meaningful insight into the client and guest experience. Away from work, she enjoys reading and spending time with her family.
Sara Wasylewski
Sara Wasylewski graduated with honors from Western Michigan University and brings professional experience spanning both hospitality and emergency services. Since joining Coyle Hospitality in 2019, she has taken on a broad range of client-facing responsibilities, including onboarding, standards updates, user configuration, and ongoing account support. Her work helps keep client programs organized and operating efficiently from initial launch through day-to-day execution. Outside of work, Sara enjoys time with her husband and children, reading, quilting, and crocheting.
Lierin Reed
Lierin Reed earned her undergraduate and postgraduate degrees from Sacred Heart University before beginning her career in managed receivables. She joined Coyle Hospitality as an editor in 2022 and transitioned to client care in 2024. Today, Lierin supports existing client programs through account updates, evaluation form development, standards revisions, user configuration, and opportunity management, while serving as a key point of contact for clients. An avid reader, she enjoys spending her free time with her daughter and two dogs.
Ashmina Aullybux
Ashmina Aullybux first joined Coyle Hospitality in 2014 and returned to the company in 2025 as Finance Lead. She oversees key areas of Coyle’s financial operations, including month-end close, accounts payable and receivable, and the continued development of efficient financial workflows. Ashmina is passionate about building thoughtful processes that empower teams and providing steady, solutions-focused guidance when it matters most. Outside of work, she enjoys exploring the local food scene, discovering new flavors, and trying new restaurants and cuisines.
Jasmine Coyle
Jasmine Coyle earned her master’s degree in Global Hospitality Management from NYU after beginning her career in advertising and marketing, where she worked with both niche and nationally recognized brands across multiple industries. Her background also includes hands-on food and beverage and operational experience with a global hospitality company, where she managed teams, daily operations, and more than 50 events ranging from private celebrations to celebrity product launches. At Coyle Hospitality, Jasmine brings those experiences together in her work across sales, strategy, and business development, identifying opportunities for growth, innovation, and expansion into new verticals.
