After reading a recent detailed Coyle hotel report based on the experiences of Coyle-referred professional evaluators, a client asked, “How can we improve?” After all, Coyle’s program is not just about measuring and reporting on crucial aspects of the guest experience, but, by extension, helping hotels improve.
For that client, we created a focused Hotel Action Plan customized to the client’s goals. The plan offers a list of guest touchpoints and interactions within a department (such as front desk check-in and check-out) that have scored below the hotel’s set benchmark. Then, we identify key items within any below-standard interaction that are particularly weak and need attention – for instance, guest name usage or invitations to return.
With this concise, two-page report, busy executives can immediately identify training opportunities and begin implementing solutions.
