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# Coyle Hospitality

Customer Experience Consulting and Research

## Posts

- [Recent News](https://coylehospitality.com/blog/) - Learn the latest news about our comprehensive hotel, spa and restaurant mystery shopping services and customized quality control evaluations.
- [Guest Satisfaction Surveys vs. Mystery Shopping: Why Leading Brands Use Both](https://coylehospitality.com/blog/guest-satisfaction-surveys-vs-mystery-shopping-why-leading-brands-use-both/) - Customer feedback tells you how customers feel. Mystery shopping tells you what actually happened. The most successful customer experience programs understand that these are not competing tools, they are complementary sources of insight.
- [What Defines Forbes Five-Star Service Standards?](https://coylehospitality.com/blog/forbes-five-star-service-standards/) - Explore Forbes Five-Star service standards and how luxury brands deliver exceptional guest experiences through consistency, personalization, and operational excellence.
- [What Is Service Recovery in Hospitality?](https://coylehospitality.com/blog/service-recovery-in-hospitality/) - Learn why service recovery in hospitality is critical for guest retention, brand reputation, and customer loyalty. Explore strategies for effective hospitality problem resolution.
- [Why Leading Brands Choose Coyle Hospitality](https://coylehospitality.com/blog/why-leading-brands-choose-coyle-hospitality/) - Discover why global brands choose Coyle Hospitality for mystery shopping, customer experience evaluations, hospitality consulting, and operational benchmarking.
- [Service vs. Experience: Why Your Guests Aren’t Coming Back](https://coylehospitality.com/blog/improving-guest-retention/) - Struggling with repeat business? Learn how improving guest retention depends on more than service, and why customer experience drives long term loyalty.
- [The 90s vs. Now: How Reviews Changed the Game](https://coylehospitality.com/blog/hotel-reputation-management-reviews-evolution/) - Explore how online reviews transformed hotel reputation management. Learn how guest feedback evolved and what it means for hospitality brands today.
- [30 Years in 30 Lessons: What Never Changes about Hospitality](https://coylehospitality.com/blog/hospitality-consulting-30-year-lessons/) - Explore 30 years of hospitality consulting insights. Discover what never changes in customer experience, service standards, and guest expectations.
- [The ROI of Mystery Shopping: Does It Actually Pay Off?](https://coylehospitality.com/blog/the-roi-of-mystery-shopping-does-it-actually-pay-off/) - Does mystery shopping pay off? Explore mystery shopping benefits, ROI, and how structured evaluations drive business performance improvement.
- [What 10,000 Restaurant Audits Taught Us About Flow](https://coylehospitality.com/blog/restaurant-efficiency-service-flow/) - Discover what 10,000 restaurant audits reveal about service flow, operational efficiency, and how to optimize the dining experience for better performance.
- [Luxury in 2026: Why Fancy Isn’t Enough Anymore](https://coylehospitality.com/blog/luxury-hospitality-standards-2026/) - Luxury in 2026 goes beyond appearances. Learn how evolving luxury hospitality standards, high-end customer experience, and service trends are redefining guest expectations.
- [How to Choose the Right Mystery Shopping Company](https://coylehospitality.com/blog/how-to-choose-mystery-shopping-companies/) - Learn how to choose the right mystery shopping company. Compare key features, services, and what to look for in hospitality mystery shopping companies and CX evaluation firms.
- [How Mystery Shopping Helps Improve Guest Satisfaction Scores](https://coylehospitality.com/blog/guest-satisfaction-improvement-mystery-shopping/) - Learn how mystery shopping drives guest satisfaction improvement using hospitality KPIs and service quality metrics to enhance performance and consistency.
- [AI vs. Human Experience: Why Hospitality Brands Are Reconsidering Automation](https://coylehospitality.com/blog/ai-vs-human-experience-why-hospitality-brands-are-reconsidering-automation/) - Is AI hurting customer experience in hospitality? Discover why brands are pulling back from automation and prioritizing human service.
- [How Healthcare Mystery Shopping Improves Patient Experience](https://coylehospitality.com/blog/healthcare-mystery-shopping-patient-experience/) - Learn how healthcare mystery shopping improves patient experience, front desk interactions, and compliance. Discover how patient experience audits drive better care.
- [How Restaurant Mystery Shopping Improves Service Consistency](https://coylehospitality.com/blog/restaurant-mystery-shopping-service-consistency/) - Learn how restaurant mystery shopping improves service consistency, staff performance, and guest experience. Discover how secret shopper programs drive results.
- [What Does a Mystery Shopping Report Look Like?](https://coylehospitality.com/blog/what-does-a-mystery-shopping-report-look-like/) - What does a mystery shopping report actually look like? Explore real report formats, scoring examples, and how businesses interpret mystery shopping data.
- [What Is a Mystery Shopping Report? Examples, Metrics, and How to Use Them](https://coylehospitality.com/blog/mystery-shopping-report-examples-metrics/) - What is a mystery shopping report? See real examples, key metrics, and how businesses use mystery shopping reports to improve service quality and customer experience.
- [What Is a Hotel Mystery Shopper and What Do They Evaluate?](https://coylehospitality.com/blog/hotel-mystery-shopper-what-they-evaluate/) - What does a hotel mystery shopper evaluate during a stay? Learn how hospitality mystery shopping programs measure guest experience, service standards, and operational performance.
- [What the “Gen Z Stare” Really Means for Hospitality Brands](https://coylehospitality.com/blog/what-the-gen-z-stare-really-means-for-hospitality-brands/) - The phrase “Gen Z stare” has been making the rounds online, often framed as a criticism of younger frontline employees who appear quiet, emotionally neutral, or minimally expressive during guest interactions. In hospitality, where perception defines value, this conversation deserves a closer look. The issue isn’t generational apathy. It’s how Gen Z customer service behaviors
- [Measuring Emotional Engagement in Modern Hospitality](https://coylehospitality.com/blog/measuring-emotional-engagement-in-modern-hospitality/) - Hospitality leaders have always known that service is emotional. What has changed is how difficult emotional engagement has become to define, deliver, and measure consistently—especially across a multigenerational frontline workforce. Recent conversations about Gen Z service behaviors have brought this challenge into focus. But generational labels miss the real point. The issue is not who
- [Gen Z Customer Service: What the “Gen Z Stare” Really Means for Hospitality Brands](https://coylehospitality.com/blog/gen-z-customer-service-what-the-gen-z-stare-really-means-for-hospitality-brands/) - The phrase “Gen Z stare” has been making the rounds online, often framed as a criticism of younger frontline employees who appear quiet, emotionally neutral, or minimally expressive during guest interactions. In hospitality, where perception defines value, this conversation deserves a closer look. The issue isn’t generational apathy. It’s how Gen Z customer service behaviors
- [Get Ahead of the Curve: How Coyle’s Hotel QA Services Ensure Brand Compliance Before the Official Audit](https://coylehospitality.com/blog/get-ahead-of-the-curve-how-coyles-hotel-qa-services-ensure-brand-compliance-before-the-official-audit/) - Prepare for your next brand audit with Coyle Hospitality’s Hotel QA Services. Discover how practice audits help hotel management companies and owners ensure compliance with brand standards and service initiatives.
- [GDPR Compiance](https://coylehospitality.com/blog/gdpr/) - We take your data privacy seriously. As an organization that stores or processes personal information about EU residents, we are obliged to comply with the GDPR. Our systems and processes are continuously scrutinized to ensure we are meeting all necessary requirements. If you are performing quality assurance or mystery shopping in the EU or Great
- [Despite the Pandemic Hotels Remain Top Choice for Summer Travel](https://coylehospitality.com/hotels-resorts-inns/hotels_top_choice_in_2021/) - June 28, 2021 - In a recent survey conducted by Coyle Hospitality Group of 660 travelers who have booked travel this summer, the vast majority of respondents is purchasing at least one stay experience in a hotel or resort. Given a choice of lodging concepts (e.g., home stays, apartment rentals, RVs, and other non-traditional accommodations),
- [Hotel Theme Rooms That Inspire](https://coylehospitality.com/hotels-resorts-inns/hotel-theme-rooms-that-inspire/) - When it comes to hotels and resorts, where you stay can make an enormous difference between having a mediocre experience and having the time of your life.
- [The Top 4 Things To Know About Marijuana Businesses & Taxes](https://coylehospitality.com/blog/the-top-4-things-to-know-about-marijuana-businesses-taxes/) - When thinking of opening a cannabis business, you may think taxes are like that of any other industry. But...that couldn’t be further from the truth. Even though cannabis is now legal in many states, it’s still federally illegal. Making the process of filing federal taxes that much more difficult. So, what are the top four
- [Luxury Picnics You Will Love](https://coylehospitality.com/restaurants-bars-diners-clubs/luxury-picnics-you-will-love/) - Here are some easy ways to make your next picnic elegant, sophisticated, and a day that you and your guests will always remember.
- [Post Pandemic Survey of Restaurant Goers Reveals Speed and Timing is Biggest Issue](https://coylehospitality.com/blog/post-pandemic-survey-of-restaurant-goers-reveals-speed-and-timing-is-biggest-issue/) - If you’ve been following the news lately, restaurants throughout the world are experiencing a hiring shortage. In the USA, almost half of restaurants are operating with 20% less staff than usual, the National Restaurant Association found. At Coyle, we wondered how staffing shortages translated to guest experience. It’s no surprise that when staffing levels are
- [Best Outdoor Getaways](https://coylehospitality.com/hotels-resorts-inns/best-outdoor-getaways/) - Each of these resorts offers you the chance to experience the upscale living of a luxury resort while enjoying the beauty of the natural world.
- [Hospitals as Luxury Resorts: Improving Patient Experience and Outcomes Through Better Customer Service](https://coylehospitality.com/blog/hospitals-as-luxury-resorts-improving-patient-experience-and-outcomes-through-better-customer-service/) - Hospital and healthcare facilities are designed to provide expert-level care to their patients, but in recent years the healthcare industry has undergone a shift in priorities from strictly patient care to a more complete customer service experience. Patient Care and Customer Service In a 1997 article for Hospitals and Health Services Administration, Barry Eisenberg writes:
- [Hotel Company’s Ad Campaigns are Undermined by Non-Compliant Franchisees](https://coylehospitality.com/cases/brand-compliance/hotel-companys-ad-campaigns-are-undermined-by-non-compliant-franchisees/) - An international hotel company put a brand-wide initiative in place upgrading some of the breakfast features and hard goods in the room. Almost immediately after the ad campaign launched, they received complaints that these items were not in place.
- [It's Here! New York Approved Legalized Weed, and What That Means for You](https://coylehospitality.com/blog/its-here-new-york-approved-legalized-weed-and-what-that-means-for-you/) - Moving past many years of debate and failed agreement attempts, New Yorkers can finally rejoice in legal recreational marijuana use since buying and smoking weed in New York has officially been legalized by the state legislature. Last week, Governor Andrew Cuomo signed the passed legislation that expands New York medical weed laws and works towards
- [The 3 Biggest Licensing Mistakes You Don't Want to Make in Cannabis](https://coylehospitality.com/blog/the-3-biggest-licensing-mistakes-you-dont-want-to-make-in-cannabis/) - When you become a cannabis business owner and start looking at the layers of licensing, you may think - it’s almost as if they want me to fail. That’s because, quite frankly, they do. Your screw-ups result in big paydays for cannabis licensing authority agencies. So, the trickier they can make it for you to
- [What Cannabis Dispensaries Can Learn from the Hospitality Industry](https://coylehospitality.com/blog/what-cannabis-dispensaries-can-learn-from-the-hospitality-industry/) - Cannabis dispensaries have a lot to learn regarding the guest experience and customer journey from the hospitality industry.
- [Cannabis Dispensaries: The Five Biggest Compliance Mistakes](https://coylehospitality.com/blog/cannabis-dispensaries-the-five-biggest-compliance-mistakes/) - Even with weed being legalized...the MMJ industry is still subject to problems with the law or with those responsible for regulating marijuana. Compliance issues can be costly, detrimental to your operations, and if you’re just starting off, they can pose serious setbacks in licensing. To avoid these types of issues, staying on top of regulatory
- [The Top Branding & Marketing Trends Cannabis Business Owners Need To Know](https://coylehospitality.com/blog/the-top-branding-marketing-trends-cannabis-business-owners-need-to-know/) - In cannabis, traditional advertising, and branding techniques are typically off the table. As the federal criminalization of the plant puts restrictions on what brands can say, and who or what audience they can say it too. Which not only affects standard print and media options, but internet and social media as well. This means, dispensaries,
- [Cannabis Compliance Tips from an Expert - Learn from the Best!](https://coylehospitality.com/blog/cannabis-compliance-tips-from-an-expert-learn-from-the-best/) - Recently, Coyle had the pleasure of catching up with our good friend and industry partner, Victor Ross, with Blue Green Consulting. After years in law enforcement, Victor became a part of the Marijuana Enforcement Division in the budding legal state of Colorado. Since then, he’s taken the knowledge he’s gained from one side and brought
- [The Three Benefits of Cannabis Mystery Shopping You Need to Know](https://coylehospitality.com/blog/the-three-benefits-of-cannabis-mystery-shopping-you-need-to-know/) - When you own a business...you’re always trying to get a leg up on the competition. Doing so requires staying ahead of the trends and implementing strategies to improve customer service and nurture loyalty. But as the owner, you’re not always in tune with what your customers think, or the experience they have when you’re not
- [The Top 2021 Cannabis Trends You Need to Know](https://coylehospitality.com/blog/the-top-2021-cannabis-trends-you-need-to-know/) - No matter your position in the cannabis industry, it’s key to keep up with the trends. The market as a whole is ever-involving, especially considering legal American marijuana is still somewhat fresh to the scene. In the early years of any industry, policies, consumers, purchasing and product availability is quite fluid. Forcing those invested to
- [What You Need To Know About Improving Budtender Service](https://coylehospitality.com/blog/what-you-need-to-know-about-improving-budtender-service/) - Your budtenders are some of the most important employees for customer retention and sales. They’re on the frontline of greeting guests, ensuring they receive the right products, and keeping up with compliance and POS systems. So, keeping up on budtender training, and things a budtender should know - is crucial to the success of your
- [Security Matters: The Top 4 Ways to Protect Your Dispensary & Customers](https://coylehospitality.com/blog/security-matters-the-top-4-ways-to-protect-your-dispensary-customers/) - With the precious nature of cannabis goods, and the need to protect the business you’ve worked so hard for - security should be a top priority for any dispensary or recreational storefront. Not to mention, many state licensing programs have specific security regulations. Meaning...any misstep can also offset issues with compliance, or come with hefty
- [The Federal Future of Cannabis Business - Banking, Legislation & Trade](https://coylehospitality.com/blog/the-federal-future-of-cannabis-business-banking-legislation-trade/) - With a new administration, and more fuel behind the fight for federal legalization and reform of marijuana than ever before - 2021 could finally be the year. Not only are the majority of Americans now supportive of legalization, regardless of their party line, but legislators are catching on, too. So, what does forward progress federally
- [The Link Between Employee Satisfaction and Store Execution](https://coylehospitality.com/blog/the-link-between-employee-satisfaction-and-store-execution/) - Retail Zipline just released the findings of a secret shopper retail study performed by Coyle Hospitality Group. Read about an uncovered really interesting correlation between employee happiness and store execution that we can't wait to study in more depth. Read more about it here: https://www.retailzipline.com/blog/the-link-between-employee-satisfaction-and-store-execution To learn more about Coyle's retail programs, click here.
- [5 Ways to Differentiate Your Dispensary](https://coylehospitality.com/blog/five-ways-to-differentiate-your-dispensary/) - In the beginning stages of cannabis industry growth, it wasn’t so hard to stand out from the crowd. Often, your dispensary was the only one IN the crowd at all. But as legalization expands and new cannabis companies are offering the same services and products as you are - it’s time to differentiate your storefront
- [Three Cheers for Three Martini Lunches](https://coylehospitality.com/restaurants-bars-diners-clubs/three-cheers-for-three-martini-lunches/) - I like the Business Meal Tax write-off in the new stimulus package passed by Congress. Why? Because it is what it says it is….Stimulus. Roughly 70% of the revenue that hotels, airlines, restaurants and the ancillary industries (ride-sharing, theaters, etc.) related to travel comes from business travel and meetings. Leisure travel gets all the news
- [Feature Alert: Data Feeds Included in Reports Portal](https://coylehospitality.com/blog/feature-alert-data-feeds-included-in-reports-portal/) - We consistently recommend clients analyze quality assurance and mystery shopping data alongside other data streams. For example, how does customer satisfaction correlate to financials performance? How about cross referencing mystery shopping data against your employee shift schedule? Gee, why do we alway get our best scores with Peter and Beth are working the counter?? Coyle
- [Best Practices for Off Premise Dining](https://coylehospitality.com/restaurants-bars-diners-clubs/off-premise-best-practices/) - Since March 2020, restaurateurs have revamped their menus, hours, floor plans, just about everything to stay alive. For most restaurants, the key to survival has been bolstering off premise dining. From curbside pickup to delivery, getting customers to consume food in places other than the dining room has been essential. Keeping them ordering again and
- [Research Alert: 21% report a degradation of COVID standard adherence in both grocery stores and big box retail](https://coylehospitality.com/research_reports/research-alert-21-report-a-degradation-of-covid-standard-adherence-in-both-grocery-stores-and-big-box-retail/) - There is no doubt that we’re tired of being holed up in our houses, tired of being cautious, tired of having to alter our way of life. In recent weeks, our team has reported that they have noticed evidence of "COVID Fatigue" amongst staff and customers that they encounter in daily life. To find out
- [Driving Restaurant Check Average: Online Ordering Trends](https://coylehospitality.com/restaurants-bars-diners-clubs/driving-restaurant-check-average-online-ordering-trends/) - Last week CNBC hosted interviews from two industry leaders providing insights into online ordering: Kevin Johnson of Starbucks and Brian Nichol of Chipotle. Kevin Johnson explained why transaction volume dropped by a whopping 25%, yet sales remained stable. Similarly, Chipotle’s average-check for digital sales were significantly higher than in-store. Starbucks and Chipotle have invested millions
- [Safety Standards and Staff PPE Usage Top Factors Travelers Consider When Selecting a Hotel](https://coylehospitality.com/blog/safety-standards-and-staff-ppe-usage-top-factors-travelers-consider-when-selecting-a-hotel/) - With all the major hotel brands touting enhanced cleanliness programs, Coyle's survey reinforced that COVID-related safety protocols (e.g. cleanliness pledge, etc.) are very important as 41.1% of hotel travelers surveyed agreed. When Coyle dug a bit deeper, those findings become more pronounced with safety standards and staff PPE usage as top factors travelers consider when selecting a hotel.
- [How to Walk the Beer Walk and Talk the Beer Talk](https://coylehospitality.com/restaurants-bars-diners-clubs/how-to-walk-the-beer-walk-and-talk-the-beer-talk/) - When it comes to breweries and brewpubs, competition is stiff. Get ahead by training, education your staff and measuring quality assurance.
- [What you need to know about cannabis & customer service](https://coylehospitality.com/blog/what-you-need-to-know-about-cannabis-customer-service/) - Long gone are the days of underground meets, and swaps, waiting for the plug to roll up. Now, the cannabis market is growing more rapidly and legally than ever before. Today’s world of cannabis has quickly transformed into a legitimate market, with customers to serve and cannabis compliance to follow. Putting business owners at a unique crossroads of implementing customer service techniques with fresh regulations requiring adherence.
- [Why Brands Must Own Their Own Data](https://coylehospitality.com/hotels-resorts-inns/why-brands-must-own-their-own-data/) - I’ve said it many times on sales pitches, “Coyle would love to be your QA provider for years to come, but we want you to have the ability to change providers should your situation change.” That may seem like an odd sales tactic and counter-intuitive thing to say while trying to woo a new client.
- [Don’t Quarantine Your Brand](https://coylehospitality.com/blog/dont-quarantine-your-brand/) - Is it time to restart your quality assurance program? We get it—times are tough. You’ve likely put non-essential services on pause. But as we near the sixth month in the “new normal” brands are recognizing that their brand can’t live in a bubble. Top brands know that they cannot operate in a vacuum--external feedback is
- [If Only Hertz Could Have Hung in There](https://coylehospitality.com/blog/if-only-hertz-could-have-hung-in-there/) - Rental car companies are poised to reverse market share loss to ride share and public transportation as hotel travel recovers from COVID-19. In Part I of the Traveler Listening Post – jointly created by Coyle Hospitality and IntersectionCX – hotel travelers overwhelmingly forecast rental cars as a critical mode of transportation for the ‘middle leg’
- [Hospitality Thought Leaders Launch Traveler Listening Post](https://coylehospitality.com/blog/hospitality-thought-leaders-launch-traveler-listening-post/) - July 7, 2020, New York City – Coyle Hospitality and Intersection CX announced Part I of their research series called Traveler Listening Post which examines emerging hospitality trends in a post-COVID world. In late March, as the travel industry was being systematically and immediately shut down, Jim Coyle of Coyle Hospitality and Matt Valenti of
- [Podcast: Interview with Brett Traussi and Jim Coyle](https://coylehospitality.com/restaurants-bars-diners-clubs/podcast-interview-with-brett-traussi-and-jim-coyle/) - There are a group of sage advisors I rely on for business and career advice when it comes to hospitality. You know who they are; colleagues, customers, co-workers who have been around the block a few times. These consiglieri provide unvarnished insights when you really need it. When it comes to anything restaurants, Brett Traussi has
- [COVID-19: Preparing your hotel for the new normal with Coyle](https://coylehospitality.com/hotels-resorts-inns/covid-19-preparing-your-hotel-for-the-new-normal-with-coyle/) - Clients are now thinking ‘Post-Covid, Pre-Vaccine’ is the new normal and have asked us for thoughts and ideas. 5-20-2020: Check out the interview with Jim Coyle about this topic on NPR. New Table Stakes for Hotels When hotel operators previously discussed Guest Experience, conversations rarely included talk of cleanliness and sanitation. That’s a compliance thing,
- [Independent Restaurants Beating Chains at Curbside: Results Revisited](https://coylehospitality.com/restaurants-bars-diners-clubs/independent-restaurants-beating-chains-at-curbside-2/) - Coyle Hospitality sought to examine the customer experience with curbside pick-up/takeout amid COVID-19 restrictions. The goal was to compare experiences at national and regional chain brands, local restaurant groups, and independent restaurants. At national/regional chain restaurants, consumers reported that staff took fewer COVID-19 precautions than staff at local restaurant groups and independent restaurants.
- [Independent Restaurants Beating Chains at Curbside](https://coylehospitality.com/restaurants-bars-diners-clubs/independent-restaurants-beating-chains-at-curbside/) - Coyle Hospitality sought to examine the customer experience with curbside pick-up/takeout amid COVID-19 restrictions. The goal was to compare experiences at national and regional chain brands, local restaurant groups, and independent restaurants. At national/regional chain restaurants, consumers reported that staff took fewer COVID-19 precautions than staff at local restaurant groups and independent restaurants.
- [Measure What Matters (Yourself): Self audit operations,  safety, maintenance, brand culture and more.](https://coylehospitality.com/blog/measure-what-matters-yourself-self-audit-operations-safety-maintenance-brand-culture-and-more/) - We are opening the vault. Coyle's years of expertise and custom data gathering platform, CheckMate, is now available directly to clients during these difficult times. We know hotels and restaurants have a whole new set of objectives when it comes to quality measurement. Traditional guest satisfaction programs are being put on hold and TripAdvisor scores
- [How Clients Around the Globe Are Feeling About the Future](https://coylehospitality.com/blog/how-clients-around-the-globe-are-feeling-about-the-future/) - Over the past few weeks, we have had the pleasure of speaking with clients from all over the globe - getting temperature checks on where things stand with their businesses, what trends they’re seeing in various unique locations, and understanding what the future might look like in a post-COVID world. Certain trends have come to
- [Restaurant Best Practices for Curbside Pick-Up in a COVID-19 Climate](https://coylehospitality.com/blog/restaurant-best-practices-for-curbside-pick-up-in-a-covid-19-climate/) - Wash your hands. Don’t touch your face. Practice social distancing. Self-isolate. With restaurants temporarily shuttering and people not dining at locations that are still open, it’s more important than ever to assure diners that your establishment is clean, hygienic and sensitive to the tumultuous state of the world and the health of its people. As
- [Restaurants that will survive know that guest perception is key](https://coylehospitality.com/research_reports/restaurants-that-will-survive-know-that-guest-perception-is-key/) - Restaurants that will survive and prosper with curbside in the sales mix already know that guest perception is very nuanced and will be dynamic during troubled times. The best also know that little things matter, and that they are worth paying attention to. Let’s hope the chains get it.
- [How COVID-19 is Permanently Changing Restaurant Service Standards](https://coylehospitality.com/restaurants-bars-diners-clubs/how-covid-19-is-permanently-changing-restaurant-service-standards/) - Long gone are the days of air kissing your regulars, shaking hands as guests depart, bartenders tasting their creations before serving, and the list goes on. COVID-19 has permanently changed human-to-human interaction in the restaurant business and beyond. In speaking with clients and friends in the industry, we have found that even when things return to “business as usual,” standards and SOPs will be revised, and new trainings implemented for hospitality in a post-Coronavirus world.
- [‘Life, Liberty, Travel and the Pursuit of Happiness’](https://coylehospitality.com/blog/life-liberty-travel-and-the-pursuit-of-happiness/) - If Thomas Jefferson had known what an airplane was, the Declaration of Independence’s most important ideas would have included the word 'travel'. In the weeks following 9/11, many people claimed they would never get on an airplane again. During the Great Recession in 2008, experts everywhere proclaimed that video conferencing would replace business travel and
- [Why Service Standards Matter & A Time-Test Best Practice for Restaurateurs](https://coylehospitality.com/blog/why-service-standards-matter/) - How to leverage best practices in mystery shopping. Based on a 2018 study published by Cornell Hospitality Quarterly, the guest-server exchange (GSX) model.
- [New Lodging Concepts Blend Home Rental Vibe with Highly-Trained Staff](https://coylehospitality.com/blog/new-lodging-concepts-blending-home-rental-vibe-with-highly-trained-staff/) - When choosing the ideal place to lay your head while traveling, whether for business or pleasure, options have dramatically changed. This is especially true over the last 10 years as we’ve moved away from your father’s Howard Johnson. While traditional lodging experiences by well-known hospitality brands such as Hyatt and Marriott remain popular, startups hoping
- [Why Your Sales Team Needs to Make an Emotional Connection with Prospects](https://coylehospitality.com/slug3_staff/why-your-sales-team-needs-to-make-an-emotional-connection-with-prospects/) - Organizations sometimes wonder why their sales teams fall short of monthly revenue targets. Although teams consistently meet many of their key performance indicators (KPIs) – number of calls per day, proposals submitted, follow up inquiries – some are unable to ultimately hit their sales numbers. At first glance, they appear to be doing everything right.
- [The 5 Things Business Travelers Say Really Matter to Them](https://coylehospitality.com/hotels-resorts-inns/the-5-things-business-travelers-say-really-matter-to-them/) - Business travelers are unlike leisure travelers who vacation with their families and primarily use hotel rooms as a place to sleep between sightseeing excursions. Business travelers are a special breed, sort of like Marines on a mission; they’ve got specific tasks and they only care about accomplishing them with the greatest efficiency. These travelers tend
- [How Technology Enables Personalized Customer Engagement](https://coylehospitality.com/slug3_staff/how-technology-enables-personalized-customer-engagement/) - Historically, good customer service was delivered in person, over the phone or via reliable correspondence such as printed letter or email. Customers were satisfied with these expectations and believed they could interact with product or service providers easily in order to have questions answered or resolve issues. Today, these methods are joined by a host
- [Three Lessons Large Restaurant Groups Can Learn from the Smaller Guys](https://coylehospitality.com/restaurants-bars-diners-clubs/three-lessons-large-restaurant-groups-can-learn-from-the-smaller-guys/) - While new technologies and the latest fad may get most of the headlines, customer care has also evolved in a variety of industries, especially in the restaurant game. Many independent restaurants and restaurant groups have elected to provide the best overall guest experience as a key differentiator, thus putting them at the head of the
- [Three Surprising Industries Where Great Service is Still Important to Customers](https://coylehospitality.com/blog/three-surprising-industries-where-great-service-is-still-important-to-customers/) - No company can flourish without service putting the customer first. While customer service is vital, we list three industries that might surprise many in terms of valuing customer service.
- [How Restaurants are Disrupting the Food Service Industry with Coworking Options](https://coylehospitality.com/restaurants-bars-diners-clubs/how-restaurants-are-disrupting-the-food-service-industry-with-coworking-options/) - Restaurants are not only a place to eat lavish cuisine, socialize and have a chat. They have become an alternative space for coworking opportunities.
- [Change Management: The Secret Sauce of Sales Training](https://coylehospitality.com/blog/change-management-the-secret-sauce-of-sales-training/) - The key in sales training is not to avoid change. The key is to master it rather than allowing it to master you, thereby establishing a culture that thrives on change. This is the true secret sauce associated with effective sales training.
- [Why Your Company Must Audit Customer Satisfaction](https://coylehospitality.com/blog/why-your-company-must-audit-customer-satisfaction/) - The term “audit” may send shivers down the spine of many adults, especially during the first quarter of every year. But that term can also be an organization’s best friend, especially when it comes to understanding the level of satisfaction your customers have with your organization.
- [How Boutique, Lifestyle and Soft-Brand Hotels Deliver Exactly What the Customer Wants](https://coylehospitality.com/blog/how-boutique-lifestyle-and-soft-brand-hotels-deliver-exactly-what-the-customer-wants/) - For the hotel industry, one way has been the creation of boutique, lifestyle and soft-brand locations – all designed to give customers what they want.
- [Why Google, Yelp and TripAdvisor Can’t Accurately Measure Customer Satisfaction](https://coylehospitality.com/blog/why-google-yelp-and-tripadvisor-cant-accurately-measure-customer-satisfaction/) - Online reviews are populated by anywhere from 1.5% to 5% of actual users. Online reviewers on these sites do not represent the average customer and many never made a purchase or used the product.
- [Five Ways to Equip Retail Staff for Increased Revenue and Countering Strategies Like Amazon Prime Day](https://coylehospitality.com/blog/five-ways-to-equip-retail-staff-for-increased-revenue-and-countering-strategies-like-amazon-prime-day/) - It should come as no surprise that more consumers have turned to online shopping over the last 10 to 15 years while some brick-and-mortar stores have taken a defensive position. Most see the Internet as a revolutionary and convenient tool we can’t live without, but some retailers see it as the scourge of a generation akin to the Black Plague of the 1300s. Brick-and-mortar stores are rightfully responding to Amazon Prime Day, but is that enough? It’s true that
- [Coyle at 41st NYU International Hospitality Industry Investment Conference: Stay Relevant, Stay Consistent](https://coylehospitality.com/blog/coyle-at-41st-nyu-international-hospitality-industry-investment-conference-stay-relevant-stay-consistent/) - In today’s day and age, there are countless established and up-and-coming brands within an industry. It was apparent just how many brands there are in the hotel industry after attending the 41st NYU International Hospitality Industry Investment Conference in New York City this year. During “The CEOs Check-In: A View from the Top,” it was
- [Coyle at 2019 Stay Boutique Live, The Investment Edition: DON'T HATE, INNOVATE!](https://coylehospitality.com/blog/coyle-at-2019-stay-boutique-live-the-investment-edition-dont-hate-innovate/) - At the 2019 BLLA Stay Boutique Live, The Investment Edition conference in NYC, Rosie Toumanian from TrendWatching gave a short and sweet presentation about fascinating innovations from around the world that highlight two trends relevant for the boutique community: Village Squared– Smart brands are transforming their spaces in new ways to foster connections and promote
- [Coyle at NRA 2019: Overcoming the Pain of Turnover](https://coylehospitality.com/blog/coyle-at-nra-2019-overcoming-the-pain-of-turnover/) - This post is based on Coyle's visit to the 2019 National Restaurant Association Show in Chicago. The hospitality industry in particular is known for extremely high turnover rates, and those in the “industry” experience the pain it brings all too often. So, how do you overcome it? TJ Schier from S.M.A.R.T. Restaurant Group spoke about
- [Customer Service Savants](https://coylehospitality.com/blog/customer-service-savants-ray-hughes/) - Interview Series with Unique Customer Service Experts Part I: Q&A with Mountain Guide Ray Hughes The first thing you become aware of on a Ray Hughes-guided back country ski trip is that the three most important things to remember are Safety, Safety, and Safety. On February 21, 2019, I went out on a back country
- [Is Your Private Dining & Catering Service Leaving Money on the Table?](https://coylehospitality.com/cases/private-dining/) - Client: Casual restaurant chain with 200+ locations nationwide. Challenge: Client had tried mystery shopping in the past but the programs didn’t have the impact management had hoped they would. Results: Coyle Hospitality was able to develop an innovative solution for 200+ restaurant locations in a matter of weeks. The results were immediate and quantifiable driving improved service quality systemwide.
- [Nobu Hospitality Selects Coyle Hospitality to Launch Quality Assurance Program](https://coylehospitality.com/blog/nobu-hospitality-selects-coyle-hospitality-to-launch-quality-assurance-program/) - February 26, 2019, NYC – Coyle Hospitality Group, the leading provider of customer experience consulting, quality assurance (QA) and mystery shopping, has been chosen by Nobu Hospitality to conduct ongoing evaluations of their hotels worldwide.
- [Measuring the Emotional Connection to a Hotel Brand](https://coylehospitality.com/cases/emotional-connection-evaluations/) - Client: Casual restaurant chain with 200+ locations nationwide. Challenge: Client had tried mystery shopping in the past but the programs didn’t have the impact management had hoped they would. Results: Coyle Hospitality was able to develop an innovative solution for 200+ restaurant locations in a matter of weeks. The results were immediate and quantifiable driving improved service quality systemwide.
- [How Fast Is Your "High Speed" Internet? One Hotel Company Doesn't Leave It To Chance](https://coylehospitality.com/cases/hotels-and-resorts/hotel_wifi_case_study/) - Client: An international multi-unit hotel company Challenge: Company was puzzled by low guest satisfaction results about WiFi. Results: Coyle conducted three download and upload speed tests during on-site evaluations. The company was able to identify the hotels with lowest performance and immediately determine where there were hardware and software issues.
- [Concept and Menu Research for Popular NYC Restaurant](https://coylehospitality.com/cases/concept-and-menu-research-for-popular-nyc-restaurant/) - Client: Successful New York City multi-unit restauranteur Challenge: Client was looking to expand a particular concept nationwide. However, reviews on social media (Yelp, Opentable, etc.) were mixed and inconsistent financial performance created more confusion for the client than clarity. Results: Coyle designed and deployed a qualitative survey to its panel of diners on the concept and menu. Coyle delivered results to the executive team, owners, and partners through a succinct and highly effective topline report.
- [Chain Restaurant Brand - Mystery Shopping Was Not the Answer](https://coylehospitality.com/cases/chain-restaurant-brand-mystery-shopping-was-not-the-answer/) - Client: Casual restaurant chain with 200+ locations nationwide. Challenge: Client had tried mystery shopping in the past but the programs didn’t have the impact management had hoped they would. Results: Coyle Hospitality was able to develop an innovative solution for 200+ restaurant locations in a matter of weeks. The results were immediate and quantifiable driving improved service quality systemwide.
- [Hotel Company Leverages Technology for Improved Quality Assurance at Lower Cost](https://coylehospitality.com/cases/major-hotel-company-leverages-technology-for-improved-quality-assurance-at-lower-cost/) - Client: A leading global hospitality company with a portfolio of more than a dozen premier brands and more than 750 properties in more than 55 countries across six continents. Challenge: Design a cost-effective program to audit full-service hotels located in more than 50 countries. Results: The overall cost to administer the program decreased significantly while the overall process improved.
- [Spa Company Wants to Score Well With Major Rating Services](https://coylehospitality.com/cases/spas-cases/spa-company-wants-to-score-well-with-major-rating-services/) - luxury spa company wanted to make sure they were prepared for the unannounced inspections they got each year from one of the major rating services. A few competitors in very high profile markets were receiving publicity for their high ratings and the client wanted to focus on achieving the highest results. Still, they wanted the measurements to remain true to their current culture. They made it clear that they did not want to “chase the rating services”.
- [Sales Team Gets More Leads, But Closes Less Sales](https://coylehospitality.com/cases/sales-marketing-cases/sales-team-gets-more-leads-but-closes-less-sales/) - A luxury apartment company’s sales team had a closing rate that was going down, while the number of leads had never been better. A complete sales training program was put in place and things weren't getting better.
- [Client Discovers Their Target Customers Are More Loyal to a Competitor](https://coylehospitality.com/cases/marketing-research-cases/clients-target-customers-are-more-loyal-to-a-competitor/) - A cruise line was doing pretty well with a prized demographic, affluent empty-nest cruisers, but their own market research showed this group was more loyal to a competitor. The information they were getting was skewed and anecdotal.
- [Very Specific Traveler Segment Needed to Test our Brand](https://coylehospitality.com/cases/cruises-cases/very-specific-traveler-segment-needed-to-test-our-brand/) - A major international cruise line was experiencing a new but steady increase in Brazilian travelers for several of its Asian cruise packages. This emerging market was important, but the cruise line was getting uneven feedback from this segment in guest satisfaction surveys. Additionally, there was a sense that there were cultural issues in key customer experience interactions like reservation booking, boarding, excursions, and disembarkation.
- [Hotel Company Needs New Standards](https://coylehospitality.com/cases/hotels-and-resorts/hotel-company-needs-new-standards-2/) - A growing hotel company needed service standards that reflected where they were going, not where they came from. Outdated standards that no longer fit their concepts were creating pushback from management and missed opportunities were lost in the noise.
- [Upscale Restaurant Company Wants Industry Benchmarks While Remaining Unique](https://coylehospitality.com/cases/restaurant-bar/upscale-restaurant-company-wants-industry-benchmarks-while-remaining-unique/) - A multi-national restaurant company has spent millions of dollars annually being best in class in learning and development. They utilized this investment to be great in service and to flawlessly execute their brand to distinctive success. They wanted to compare their performance to the rest of the industry, yet their standards were very unique in concept, wording, and execution. How could they compare their oranges to the industry apples in Coyle’s upscale restaurant database?
- [Beverage Costs In Our Bar are Too High. Why?](https://coylehospitality.com/cases/restaurant-bar/beverage-costs-in-our-bar-are-too-high-why/) - A very busy restaurant bar’s beverage costs was 27%, a full 5% points above what was budgeted. The owners carefully re-priced the drinks, did a menu-mix analysis, and had measured pour devices installed on the liquor bottles. The beverage costs hardly budged. The client suspected theft and asked Coyle to put shoppers in the bar to see who was stealing.
- [Improving On-Premise Beverage Sales Through Incentive Mystery Shopping](https://coylehospitality.com/cases/marketing-research-cases/improving-on-premise-beverage-sales-through-incentive-mystery-shopping/) - A leading beverage company needed a boost in sales for one of its products. They were doing well in retail channels, but sales had remained stagnant in on-premise channels particularly restaurants and hotel restaurants. This was especially confusing and frustrating because both the sales and marketing teams had been working steadily to increase awareness through brand promotions and discounting.
- [Do You Have Your Own Internal Brand Inspectors?](https://coylehospitality.com/cases/hotels-and-resorts/do-you-have-your-own-internal-brand-inspectors/) - A mid-sized full service hotel chain was using its own internal management to conduct the hotel brand quality assurance audits. The inspectors started off using Excel spreadsheets and eventually migrated to an off-the-shelf survey software. As the brand grew in size, the data became siloed and the increasing number of stakeholders’ needs were not being met. The complexity of the inspection had also grown, causing standard versioning issues and inconsistency in the measurement methodologies.
- [Making a Hotel Company’s Rebranding and Standards Development Process Easy](https://coylehospitality.com/cases/hotels-and-resorts/making-a-hotel-companys-rebranding-and-standards-development-process-easy/) - A growing lifestyle hotel company had reached critical mass and undertook several initiatives to first create a brand, and then deploy the training and learning development teams to implement the brand. Still, not all the hotels in the portfolio were the same, so flexibility was needed. Also, an aggressive acquisition program required brand measurements that were easily understood and taken on by new managers.
- [Key Satisfaction Drivers for Cruise Line Passengers](https://coylehospitality.com/cases/key-satisfaction-drivers-for-cruise-line-passengers/) - Cruise lines get a LOT of feedback. On a seven-day cruise, a typical guest would interact with over 40 employees and have over 200 guest experiences in places like the dining room, casino, front desk, stateroom, spa, and excursions. Of course some experiences are better than others. Which ones matter most?
- [Are you embracing multi-generational trend for your fair share?](https://coylehospitality.com/hotels-resorts-inns/are-you-embracing-multi-generational-trend-for-your-fair-share/) - What with working mothers, soccer practice and socializing, getting the family around the dinner table is not as frequent an occurrence as it used to be, says a 2013 Harris Interactive poll. Not just for dinner Starved for quality family time together, Americans have discovered another way to rehash the day. That is, leave the
- [NRA 2015: How Technology is Changing the Restaurant Customer Experience -- The Panel](https://coylehospitality.com/blog/nra-2015-how-technology-is-changing-the-restaurant-customer-experience-the-panel/) - On May 16th, at the National Restaurant Association Show held in Chicago, Jim Coyle lead a panel of restaurant operators in discussing “How Technology is Changing the Restaurant Customer Experience” Panelists included: Mark Braver, COO for Heisler Hospitality Penelope Crocker, Director, Restaurant Marketing Strategy for Kimpton Hotels and Restaurants Scott Steenrod, VP of Restaurant Operation
- [The New Service Recovery Paradox: Step it up with Follow-up](https://coylehospitality.com/research_reports/the-new-service-recovery-paradox-step-it-up-with-follow-up/) - We consistently see how lack of follow-up causes an incomplete service recovery, resulting in overall dissatisfaction. Surprisingly, many times employees are quick to take quick action and remedy a situation, but do not communicate that the issue has been resolved, leaving the guest unaware that their requests have been remedied.
- [Power Breakfasts and the Power of Local](https://coylehospitality.com/blog/power-breakfasts-and-the-power-of-local/) - In 2013, the New York Hilton rattled the industry by taking the decision to discontinue room service to 2,000 guest rooms and replace it with with a cafeteria-style, grab-and-go restaurant. In contrast, the Loews Regency New York re-opened its renovated dining room and announced that its latest San Francisco acquisition will re-create the Park Avenue ‘power breakfast.’
- [Restaurant Service Benchmark Study 2018](https://coylehospitality.com/restaurants-bars-diners-clubs/restaurant-service-benchmark-study-2018/) - Did you know that Coyle’s panel of 30,000+ restaurant diners participate in an ongoing benchmarking study? It’s true! Each and every night we are scoring dozens of restaurants’ performance. Here are some of the findings from over 7,000 restaurant visits at full service restaurants throughout the world over the last year. What can we
- [What Does My Score Mean?](https://coylehospitality.com/blog/what-does-my-score-mean/) - Introduction to Mystery Shopping Scoring As you kick off your mystery shopping/quality assurance program, please keep in mind these best practices. The Survey The measurement instrument (aka survey) is composed of a combination of your brand standards, guest expectations and other important content as directed by your team. Scoring Don’t fixate on overall score. You
- [How Happy Employees Make Happy Customers](https://coylehospitality.com/hotels-resorts-inns/how-happy-employees-make-happy-customers/) - Happy Hotel Employees and the Quantifiable Effect on Guest Satisfaction Happy employees equals happy guests. This principle is as well-known as the idea that happy employees directly affect all the drivers that impact guest satisfaction. This makes sense, especially in the hospitality industry, where employees have prolonged contact with guests. While Happy Staff = Happy Guests is
- [What Today's Millenial Business Traveler Wants from their Hotel](https://coylehospitality.com/hotels-resorts-inns/what-todays-millenial-business-traveler-wants-from-their-hotel/) - Gone are the days of traditional, Mad Men-esque business travel – no more chain smoking on airplanes, hired car services, or flavorless hotels booked by the secretary. With a simple swipe of the screen, our nation’s Millennials have transformed business travel. They’re now the biggest portion of America’s Labor Force, and they’re traveling for business more
- [What is a Mystery Guest Going to Experience?](https://coylehospitality.com/hotels-resorts-inns/what-is-a-mystery-guest-going-to-experience/) - A mystery shopper or mystery guest referred by Coyle will experience every aspect of your value proposition through the eyes of a typical guest. Hotel clients do (and should) have a lot of input into the process, but we firmly recommend that no one at the property know when the shopper will be coming. Reservations
- [What Makes a 5-Star Hotel](https://coylehospitality.com/blog/what-makes-five-star-hotel/) - We’ve all heard about five star hotels, but what does it really mean for a hotel to have a ‘five star’ rating?
- [All Inclusive Hotels and Resorts are on the Rise in 2014](https://coylehospitality.com/hotels-resorts-inns/all-inclusive-hotels-and-resorts-are-on-the-rise-in-2014/) - All inclusive resorts are unique in that just about every guest activity and meal takes place on-property. This translates to more opportunities where staff need to deliver consistently high quality service.
- [Coyle at NRA Show on May 20 thru 23 Booth 10411](https://coylehospitality.com/news/coyle-at-nra-show-on-may-20-thru-23-booth-10411/) - We can't wait to see you at this year's biggest restaurant event--the NRA Show, May 20-23, 2017. We will be there in full force this year at Booth# 10411. Come to Coyle's booth and learn about the world's best mystery shopping programs for all food service concepts including restaurants, B&I, airports, hotels, cruise lines and
- [Coyle Featured in Condé Nast Traveler -- Secrets of a Hotel Inspector: Travelogue Podcast](https://coylehospitality.com/blog/coyle-featured-in-conde-nast-traveler-secrets-of-a-hotel-inspector-travelogue-podcast/) - Check our very own Jim Coyle featured in Condé Nast Traveler's Travelogue Podcast. Great tips and stories, Jim!
- [Join Coyle at the NRA Show from May 21-24, 2016](https://coylehospitality.com/restaurants-bars-diners-clubs/join-coyle-at-the-nra-show-from-may-21-24-2016/) - We can't wait to see you at this year's biggest restaurant event--the NRA Show, May 16-19, 2015. We will be there in full force this year at Booth# 8437 in the Lakeside Center. Stay tuned for details right here as we release them.
- [NRA Show 2016 Recap - The Tipping Point](https://coylehospitality.com/blog/nra-show-2016-recap-tipping/) - For all those people we saw this week in Chicago at NRA Show 2016, it was great to see you! For those who couldn't make it, we put together a quick recap of the show. Tipping Point: Experts Debate Gratuity Structures On Saturday, May 21, Jim Coyle led an educational session in front of a packed
- [Jim Coyle of Coyle Hospitality Group to Host Discussion on the  Controversial Topic of Tipping at the National Restaurant Association Show](https://coylehospitality.com/blog/jim-coyle-of-coyle-hospitality-group-to-host-discussion-on-the-controversial-topic-of-tipping-at-the-national-restaurant-association-show/) - May 16, 2016, NYC - Jim Coyle, founder of Coyle Hospitality Group, the leading provider in customer experience consulting and mystery shopping, will host a world-class panel to discuss the future of restaurant tipping at the National Restaurant Association (NRA) Show on Saturday, May 21, 2016 at 3-4pm in room S403. Titled “Tipping Point: Experts
- [Coyle Hospitality Group Celebrates 20th Anniversary](https://coylehospitality.com/blog/coyle-hospitality-group-celebrates-20th-anniversary/) - NEW YORK, July 20, 2016 /PRNewswire/ -- Coyle Hospitality Group has reached a significant milestone in its corporate history. This month the mystery shopping industry leader celebrates its twentieth year in business. Clients include many Fortune 500 hotel companies, restaurants, spas, cruise lines and retailers, all of which turn to Coyle to facilitate objective evaluations
- [Karen Murray Joins Coyle Hospitality Group As VP Sales & Marketing](https://coylehospitality.com/blog/karen-murray-joins-coyle-hospitality-group-as-vp-sales-marketing/) - NEW YORK, March 15, 2016 /PRNewswire/ -- Coyle Hospitality Group, the leading provider in customer experience consulting and mystery shopping, has named Karen Murray its new Vice President of Sales and Marketing. Murray joins the company from AV Homes, where she was responsible for the sales and marketing activities across 10 residential communities in Arizona. Previously, Murray worked for 25
- [The International Restaurant & Foodservice Show of New York March 6-8, 2016](https://coylehospitality.com/blog/the-international-restaurant-foodservice-show-of-new-york-march-6-8-2016/) - Showing a little hometown pride, Coyle will be at booth 1232 at The International Restaurant & Foodservice Show of New York, March 6-8, 2016 at the Javits Center. Stop by and say hello. Also, Coyle is proud to moderate a panel session: 'Industry Trends' Impact on Guest Experience' on Monday, March 7th at 3 PM in Room
- [What ALIS 2016 Taught Us About Guest Experience](https://coylehospitality.com/blog/what-alis-2016-taught-us-about-guest-experience/) - Coyle Hospitality attended ALIS (The American Lodging Investment Society) in Los Angeles which took place from January 25th through to January 27th. As always, it is great to ‘get out of the box’ for a few days and reconnect with clients and colleagues.
- [Special Offer: Discounted Sales Mystery Shops](https://coylehospitality.com/blog/special-offer-discounted-sales-mystery-shops/) - During the busy holiday season, restaurants to see a drastic number of increased booking for private events and catering. Do you know if your team is capturing all potential revenue? Coyle Hospitality is offering our highly sought after recorded sales evaluation call program at a 25% limited time discounted rate of $75 per evaluation. Industry leaders including
- [Cornell Hotel School Event: Hotel Show 2015](https://coylehospitality.com/blog/cornell-hotel-school-event-hotel-show-2015/)
- [It is all about that Player Experience!](https://coylehospitality.com/the_company/the-player-experience/) - Every time a Gaming enterprise and Player interact, the customer learns something that either strengthens or weakens the existing relationship, the desire to return and the recommendation of your Casino to others. A robust Mystery Shop identifies each of these “moments of truth” and ensures that the enterprise and its people, products, processes and culture
- [15 Questions About Your Mystery Shopping Program](https://coylehospitality.com/blog/15-questions-about-your-mystery-shopping-program/) - 1. Does your mystery shopping provider carry insurance? 2. Where does your mystery shopping provider get their shoppers? 3. Are your reports starting to look the same? 4. How often does you mystery shopping provider upgrade and tweak your program for improved results? 5. Does your mystery shopping provider send the same evaluators back time after time? 6.
- [Join Coyle at the TRA (Texas Restaurant Association) Marketplace from June 28-29, 2015](https://coylehospitality.com/restaurants-bars-diners-clubs/join-coyle-at-the-tra-texas-restaurant-association-marketplace-from-june-28-29-2015/) - We can't wait to see you at this year's biggest restaurant event--the NRA Show, May 16-19, 2015. We will be there in full force this year at Booth# 8437 in the Lakeside Center. Stay tuned for details right here as we release them.
- [Is Your Hotel Fitness Center a Plus or a Minus?](https://coylehospitality.com/hotels-resorts-inns/is-your-hotel-fitness-center-a-plus-or-a-minus/) - From gleaming state-of-the-art gyms to tiny spaces that are little more than a re-purposed guest room, a hotel fitness center presses plenty of hot buttons around guest expectations. And when the facilities don’t fit the wide-angle photos, the glossy collateral and the hype, the guest let down trumps the guest work out, that’s for sure.
- [Join Coyle at the NRA Show from May 16-19, 2015](https://coylehospitality.com/restaurants-bars-diners-clubs/nra-show-2015/) - We can't wait to see you at this year's biggest restaurant event--the NRA Show, May 16-19, 2015. We will be there in full force this year at Booth# 8437 in the Lakeside Center. Stay tuned for details right here as we release them.
- [Mobile Payments in Restaurants - 2015 Consumer Study](https://coylehospitality.com/restaurants-bars-diners-clubs/mobile-payments-in-restaurants-2015-consumer-study/) - In advance of the NRA Show in Chicago on May 16-19, 2015, Coyle conducted the following survey about mobile payments in restaurants. We will have an industry leading panel of restaurant executives on hand at Coyle's Education Session: "How Technology is Changing the Restaurant Customer Experience" taking place on Saturday, May 16th at 10AM at Booth
- [Catch the Wave: Opportunity Rolls in at Florida Hotels Following Freedom to Marry Ruling](https://coylehospitality.com/hotels-resorts-inns/catch-the-wave-opportunity-rolls-in-at-florida-hotels-following-freedom-to-marry-ruling/) - Hotel weddings in Florida properties have always been big business. And now, they’re bigger business. A January 6, 2015 ruling made the Sunshine State 36th in the nation to rule in favor of same-sex marriages, sweeping away a ban like footprints in the sand. Talk about pent-up demand...within days of the ruling, the Tampa Bay
- [Urgent Memo: Are You China Ready?](https://coylehospitality.com/hotels-resorts-inns/urgent-memo-are-you-china-ready/) - In five years or less, China will overtake the U.K. as the number one source of overseas visitors to the USA at nearly 5 million annually, according to a forecast by the U.S. Department of Commerce. Are we ready? Travel industry consultant Bob Gilbert recently pointed out that we’ve ‘been there, done that’ during the
- [Four Seasons Provide a Sense of Place With ‘Extraordinary Experiences’](https://coylehospitality.com/hotels-resorts-inns/four-seasons-provide-a-sense-of-place-with-extraordinary-experiences/) - “Not all those who wander are lost.” - J.R.R. Tolkien Hotel chains have shown they can be awfully good at providing a sense of sameness. Assurances were enthusiastically delivered to travelers that waking up anywhere from Boston to Beijing would mean the same check-in procedures, the same guest room interiors, the same room service menus.
- [Giving Back: San Francisco Chefs Teach Free Cooking Classes for Homeless and At-Risk Youth](https://coylehospitality.com/restaurants-bars-diners-clubs/giving-back-san-francisco-chefs-teach-free-cooking-classes-for-homeless-and-at-risk-youth/) - More culinary awards and stars than you can shake a whisk at have been bestowed upon Bay Area chefs who are devoting hundreds of hours of instruction -- in addition to a palpable passion and energy -- and eventually a paid job to newly-trained graduates of non-profit programs. Much is written about San Francisco as
- [Marketing Trends in Hospitality](https://coylehospitality.com/restaurants-bars-diners-clubs/marketing-trends-in-hospitality/) - “You define customer satisfaction when the guest becomes so satisfied with the brand that they become part of our sales force.” - David Kong, President & CEO, Best Western International as quoted in “Hospitality 2015 Game Changers or Spectators?” by Deloitte. Fascinating marketing trends in hospitality are identified in the 2015 Annual Trend Report published
- [Does Your Hotel Pass the “Coffee Test”?](https://coylehospitality.com/hotels-resorts-inns/does-your-hotel-pass-the-coffee-test/) - Jeff Gurtman and I kicked off the 36th Annual NYU International Hospitality Industry Conference on Sunday, June 1st by getting a tour of the new CitizenM Hotel in Times Square from the founder and visionary behind the hotel, Michael Levie. The first thing you notice about the CitizenM is that the hotel’s ‘in-out-in-out design’ which
- [Hotel Trends for 2015](https://coylehospitality.com/hotels-resorts-inns/hotel-trends-in-2015/) - What hotel trends are shaping the customer experience in 2015? No doubt, mobile and Millennials loom large. But, baby boomers are refusing to become couch potatoes. Furthermore, the U.S. and China have just agreed a deal to extend multiple entry short-term tourist and business visas to 10 years from one year.
- [The Changing Face of Overseas Visitors to the USA](https://coylehospitality.com/hotels-resorts-inns/the-changing-face-of-overseas-visitors-to-the-usa/) - With the year not yet out, the top 20 international source markets for inbound US tourism is seeing big changes in 2014. The National Travel and Tourism Office has published their semi-annual “Forecast of International Travel to the United States,” and both Russia and Venezuela are dropping like flies, while Japan shows no growth.
- [Top 20 Drivers of Restaurant Loyalty (What keeps guests coming back?)](https://coylehospitality.com/restaurants-bars-diners-clubs/top-20-drivers-of-restaurant-loyalty-what-keeps-guests-coming-back/) - Restaurant owners/operators are busy and resource starved. What are the most important factors in determining guest loyalty?
- [ The Pleasure Principle (Part 2 of 2: 2015 Food Trends)](https://coylehospitality.com/restaurants-bars-diners-clubs/the-pleasure-principle-part-2-of-2-2015-food-trends/) - We present Part 2 of “The Pleasure Principle,” by Andrew Freeman & Co., the San Francisco-based boutique hospitality and restaurant consulting firm. This 2015 Annual Trend Report previews the hottest trends and predictions that will be shaping the hospitality industry in 2015. Highlights from the AF&Co. report indicate what’s coming next from the nation’s thinkers
- [Look Who’s Driving Now: 2015 Means Catering to Millennials (Part 1 of 2: 2015 Food Trends)](https://coylehospitality.com/restaurants-bars-diners-clubs/look-whos-driving-now-2015-means-catering-to-millennials-part-1-of-2-2015-food-trends/) - A leading boutique hospitality and restaurant consulting firm based in San Francisco has previewed food and beverage trends for next year in a new report, “The Pleasure Principle.” Calling 2015 the year of “I Want What I Want When I Want It,” the Andrew Freeman & Co. Annual Trend Report on what’s in and what’s
- [We're Only Human: Thinking Through Hotel Security](https://coylehospitality.com/hotels-resorts-inns/were-only-human-thinking-through-hotel-security/) - During a recent stay, a breakfast queue of 20 or 30 guests formed most mornings. As each guest or party reached the hostess desk, the greeter requested a room number. She then ticked that off a list and announced the guest’s name, looking up for an acknowledgement. Grrr.
- [Calling all family-business owners and executives: Biltmore Family Business Symposium](https://coylehospitality.com/blog/calling-all-family-business-owners-and-executives-biltmore-family-business-symposium/) - ---UPDATE---10/20/2014 Our friends at Biltmore cordially invite you to be a part of the Family Business Symposium that will take place February 22-24, 2015. Now in its fifth generation of family ownership, Biltmore enjoys an incredible legacy as an enduring, high-performance organization. Biltmore’s lessons learned could help your business, from building a succession plan to
- [Themes at the Intersection of Travel + Tech](https://coylehospitality.com/sales-marketing/themes-at-the-intersection-of-travel-tech/) - In October 2014, two tourism industry summits brought industry experts and leaders together at conferences on opposite coasts to focus on the intersection of technology and travel. Several hundred destination, attraction, airline, hotel, tour and activity marketers focused on the state of play in 2014 and on trends for 2015 In tens of thousands of
- [Location, Location, Location](https://coylehospitality.com/hotels-resorts-inns/location-location-location/) - What’s got a double hyphen in its name to represent Peacock Alley, Cole Porter’s own Steinway piano, a famous salad named after it and a price tag of $1.4 million per room with a “SOLD” sign on it. The Waldorf=Astoria.
- [If Orange is the New Black, Instagram is the New Facebook](https://coylehospitality.com/blog/if-orange-is-the-new-black-instagram-is-the-new-facebook/) - Remember way back in 2011 when Mark Zuckerberg was named the world’s youngest billionaire, back before the IPO when it was rather fun to create and promote a business page on Facebook? Remember when businesses would run promotions and photo contests, gain fans, get likes and a bit of business along the way?
- [Stirring the Alphabet Soup of Business and Leisure, Meetings and Incentive Travel](https://coylehospitality.com/blog/stirring-the-alphabet-soup-of-business-and-leisure-meetings-and-incentive-travel/) - Has anyone been watching “Mad Men” on TV? As mother always said, fashion goes in cycles. From the boardroom to the golf links, there was a mid-20th Century culture of mixing business and pleasure, and it’s really never left us. Okay, there were hiccups along the way. From the moment the Kennedy administration (funny, that)
- [Scotland votes 'no' to independence in historic referendum; tourism wins](https://coylehospitality.com/blog/scotland-votes-no-to-independence-in-historic-referendum-tourism-wins/) - LONDON - 05:14 GMT, 18 Sept. 2014. BBC Breaking News predicts the ‘NO’ vote wins in the Scotland bid for independence from the United Kingdom.Pack away the tartan kilt, pull the trousers back on. The political union that’s lasted 307 years stands and tourism booms.
- [San Francisco Startups: Bartender-Owned Bars are Changing the Cocktail Scene](https://coylehospitality.com/restaurants-bars-diners-clubs/san-francisco-startups-bartender-owned-bars-are-changing-the-cocktail-scene/) - Ever since Gold Rush days, when San Francisco claims to have invented the Martini (disputed by the small city of Martinez, 35 miles to the northeast), one thing is for certain: the City by the Bay is heavily infused by a creative cocktail scene.
- [Alert: Mid-2014 Restaurant Service Trend Results Are In](https://coylehospitality.com/restaurants-bars-diners-clubs/alert-mid-2014-restaurant-service-trend-results-are-in/) - There is still time in 2014 to exceed customer expectations, bring more to the bottom line, and rise above the fold. Using feedback gathered from the first half of 2014, Coyle Hospitality analyzed the performance of 2,505 global restaurant visits spanning over 80 countries. The overarching theme was revenue generation, where the fine line between
- [What’s going on with hotel mini-bars?](https://coylehospitality.com/hotels-resorts-inns/whats-going-on-with-hotel-mini-bars/) - What hotelier hasn’t heard a chilling mini-bar story from the manager on duty? Since the “profit generating solution” went global in the mid-70s, hotel rooms ranging from penthouse to family-friendly have been designed around these precious cubic inches of icy must-haves. Four decades on, sea changes in expense account privileges and customer service standards brings
- [Variable Restaurant Pricing and Guest Experience](https://coylehospitality.com/restaurants-bars-diners-clubs/variable-restaurant-pricing-and-guest-experience/) - Snagging a hard to get -- actually, make that nearly impossible to get -- reservation at a high-flying restaurant such as State Bird Provisions in San Francisco is an evolving process, currently taking new digital twists and turns. Crowned by James Beard Awards and Bon Appétit as “Best New Restaurant in America,” getting one of
- [World Cup, Olympics, America’s Cup and the Reverse Tourism Effect](https://coylehospitality.com/hotels-resorts-inns/world-cup-olympics-americas-cup-and-the-reverse-tourism-effect/) - How quickly can you name the host for the last World Cup four years ago? Eight years ago? Was any non-soccer media coverage stimulating enough for you to book a vacation there? Speaking of sports, we’ve seen the recent headlines: Krakow withdraws its bid for 2022 Winter Olympics, New York City rejects 2024 Summer Olympics,
- [What’s Hot in 2014?  Kale-tastic Food Trends and More](https://coylehospitality.com/restaurants-bars-diners-clubs/whats-hot-in-2014-kale-tastic-food-trends-and-more/) - If you’re wondering whether quinoa and kale have run their course, if you’re curious as to what superfood will replace acai berries which overtook blueberries, you could do no better than to turn to The National Restaurant Association for the answer. Why’s that? Because their recent survey on “What’s Hot in 2014?” has responses from
- [Hello Vacation, Goodbye Polar Vortex: Americans are Traveling Again](https://coylehospitality.com/hotels-resorts-inns/hello-vacation-goodbye-polar-vortex-americans-are-traveling-again/) - From coast to coast, the long-anticipated post-polar vortex start of summer kicks off with Memorial Day Weekend. It’s May’s opening salvo to signal that days are noticeably longer in the Northern Hemisphere. Temperatures are on the rise, June brings in the brides, we salute our vets, congratulate the grads and celebrate the dads. And we travel.
- [NRA Show 2014 Wrap-Up](https://coylehospitality.com/hotels-resorts-inns/nra-show-2014-wrap-up/) - This year's National Restaurant Association Show had over 60,000 attendees (very encouraging attendance bodes well for business) and Coyle Hospitality was excited to be in attendance. We were delighted to meet with our current and some future restaurant partners. For those of you that couldn't attend, here are some highlights.
- [Top 10 Reasons Clients Use Restaurant Mystery Shopping](https://coylehospitality.com/restaurants-bars-diners-clubs/top-10-reasons-coyle-clients-use-restaurant-mystery-shopping/) - Coyle explores the 'Top 10 Reasons Clients Use Restaurant Mystery Shopping': 10. Develop clear communication between front of house and back of house 9. Incentive staff by recognizing best practices; coach staff on areas of opportunities 8. Identify the behaviors that drive customer loyalty MORE...
- [Mystery Shopping on Mother's Day: Mama Says "Practice makes perfect"](https://coylehospitality.com/restaurants-bars-diners-clubs/mystery-shopping-on-mothers-day-mama-says-practice-makes-perfect/) - According to two decades of research from the National Restaurant Association (NRA), Mother’s Day remains the top holiday for dining out, with an estimated 80 million adults having visited a restaurant last Mother’s Day. Not surprisingly, it’s followed by Valentine’s Day, Father’s Day, New Year’s Eve, and Easter.
- [Authenticity in Travel](https://coylehospitality.com/hotels-resorts-inns/authenticity-in-travel/) - In 1969, a romantic comedy starring actress Suzanne Pleshette was about middle class Americans traveling on whirlwind escorted tours around Europe. United Artists released “If It’s Tuesday, This Must Be Belgium,” spoofing the preposterous -- but almost accurate -- notion that we were pretty much clueless about appreciating the absurdity of packing centuries of historical
- [Time + Experiences + People = Smiles (Guest Author: Peter Mack, Vice President of Experience & Innovation at Tough Mudder)](https://coylehospitality.com/blog/time-experiences-people-smiles-guest-author-peter-mack/) - Re-posted from http://www.theartofexperiencing.com: Last week my face glimmered with an ear-to-ear grin. In retrospect, I used my time well. I went to a Tough Mudder- the intensely fun event which has given millions of people a challenging thrill and “a story to tell.” I had drinks and dinner with old friends. I experienced Queen of the Night at the
- [Come see us at the NRA Show May 17th - 20th in Chicago!](https://coylehospitality.com/blog/come-see-us-at-the-nra-show-may-17th-20th-in-chicago/) - We'll be there to meet and greet friends, current clients and future clients! Contact Emily at ejohnson@coylehospitality.com to schedule a meeting today.
- [What Makes a Restaurant Twitter-Worthy?](https://coylehospitality.com/restaurants-bars-diners-clubs/what-makes-a-restaurant-twitter-worthy/) - In this new world of always connected, there are two kinds of restaurants. We’re not talking about price points. And of course, there is always going to be good food and not-so-good food. But, for the sake of argument, we say that restaurants embracing the social media revolution are tweet-worthy just because they make the
- [University of Houston Conrad N. Hilton College and Coyle](https://coylehospitality.com/blog/university-of-houston-conrad-n-hilton-college-and-coyle/) - On Friday, April 18, 2014, Coyle had the privilege of being an invited panelist at the University of Houston Conrad N. Hilton College’s annual Graduate Student Association Research Colloquium (GSARC). Along with industry leaders, I provided feedback to two groups of graduate students who presented their findings and recommendations of using online reviews and guest satisfaction
- [Coyle Poll: As Hotels Increase Efforts to Reduce Their Carbon Footprint,  Are Travelers Following In Their Steps?](https://coylehospitality.com/hotels-resorts-inns/coyle-poll-as-hotels-increase-efforts-to-reduce-their-carbon-footprint-are-travelers-following-in-their-steps/) - Today’s hotels are working to reduce their carbon footprint in a number of different ways. Kimpton began by recycling trash, phones, and batteries and serving organic foods and beverages. Now, their cleaning staff uses eco-friendly products in every hotel and restaurant. Miami’s Hotel Intercontinental is completely powered by wind energy, and similarly, the cottages at
- [Coyle Conversations: Discussions with Hospitality Leaders - David Martin, COO, Wright Investment Properties, Inc.](https://coylehospitality.com/hotels-resorts-inns/coyle-conversations-david-martin/) - I was recently giving a presentation about hotel mystery shopping and quality assurance and had the opportunity to chat with David Martin, COO of Wright Investment Properties, Inc. David’s career arc is unique, and has included positions at McDonalds, Red Lion, Bayview Hotels, Kimpton, Wyndham (110 hotels) and currently Wright Investments Properties, Inc. where he
- [Great Customer Service Quotes](https://coylehospitality.com/blog/great-customer-service-quotes/) - Inspiration for pre-meal meetings. Great chalkboard fodder. A fantastic dash of spicy sauce for an meeting or conference call. I am talking about great customer service quotes. Sure, standalone they are flavors du jour, bromides or yet another pious shout-out from someone who shouts stuff like this out all the time.
- [Top Medical Tourism Destinations](https://coylehospitality.com/hotels-resorts-inns/top-medical-tourism-destinations/) - ‘Surgical procedure’ and ‘luxurious vacation’ are two concepts that don’t seem to go hand-in-hand, but since the recent rise in healthcare costs, travelers are seeking out medical vacations as a way to see new destinations while undergoing treatments or completing procedures
- [Direct Bookings: Hotels can do more.](https://coylehospitality.com/hotels-resorts-inns/direct-bookings-hotels-can-do-more/) - Hotels can do more to ensure they get direct bookings…and keep them.
- [Coyle Evaluator Connection: Penny](https://coylehospitality.com/coyle-connection/coyle-evaluator-connection-penny/) - This month we are spotlighting one of the best and most experienced evaluators! She has performed every type of evaluation that Coyle has to offer—telephone, restaurant, spa, hotel, and cruises. Get to know Penny and check out how she does it all! Which types of evaluations do you prefer and why? Cruises! I’ve done six
- [“Hey Bartender…” Commentary on Bar and Restaurant Terminology](https://coylehospitality.com/restaurants-bars-diners-clubs/hey-bartender-commentary-on-bar-and-restaurant-terminology/) - Exploration of the internal terminology used by restaurants and bars.
- [The Restaurant Diner's Guide to Valentine’s Day](https://coylehospitality.com/restaurants-bars-diners-clubs/the-diners-guide-to-valentines-day/) - You made your reservation for the special day, now get the skinny on the top 5 things to keep in mind when you dine out this Valentine’s Day.
- [Service Trends Fusion: Combining Restaurant Service Data and Consumer Trends into a Secret Sauce](https://coylehospitality.com/restaurants-bars-diners-clubs/service-trends-fusion-combining-restaurant-service-data-and-consumer-trends-into-a-secret-sauce/) - Using 2013 data from over 6,000 unique evaluations at 755 restaurants in 90 countries, Coyle analyzed 3,606 standards across 380,299 data points to discover key gaps in restaurant service worldwide.
- [Trend Watch: Mindful and Healthy Living While Traveling on the Road](https://coylehospitality.com/spas/trend-watch-mindful-and-healthy-living-while-traveling-on-the-road/) - ‘Tis the season of New Year’s resolutions. And like many others, my resolution involves getting in shape. At home, I tough it out at the gym and try to keep to a strict diet. But what happens when I hit the road for a business trip? Many business and leisure travelers are exhibiting a strong desire to continue their workouts and daily wellness routines while traveling.
- [The Mechanic Beyond the Mechanics: the Story Behind Quality Assurance Checklists](https://coylehospitality.com/slug3_staff/the-mechanic-beyond-the-mechanics-the-story-behind-quality-assurance-checklists/) - With a customized quality assurance checklist, you are able to personalize the experience for your guests and customers, creating true loyalty.
- [How Quality Assurance Will Put Your Hotel Company Ahead of the Competition  ](https://coylehospitality.com/hotels-resorts-inns/how-quality-assurance-will-put-your-hotel-company-ahead-of-the-competition/) - With the hotel industry booming and companies hiring new employees to match it, now is the perfect time to review your hotel quality assurance principles.
- [10 Things You Need to Know About Becoming a Professional Mystery Shoper](https://coylehospitality.com/slug3_staff/10-things-about-becoming-a-professional-mystery-shopper/) - By understanding how your clients think, you’ll be able to offer better mystery shopping services, complete meaningful reports and much more.
- [What is Mystery Shopping?](https://coylehospitality.com/the_company/what-is-mystery-shopping/) - You might be asking yourself, “What is a mystery shopper?” If so, and you work in hospitality, you must familiarize yourself with their benefits.
- [How Hotel Audits Can Help Increase Guest Loyalty](https://coylehospitality.com/blog/how-hotel-audits-can-help-increase-guest-loyalty/) - Coyle Hospitality Group—a market leader designing and implementing mystery shopping programs, quality assurance consulting, and market research services exclusively to hospitality companies worldwide—explains how hotel audits can increase guest loyalty when they focus on guest experience. From a business perspective, one of the most unique aspects of a hotel stay is that the product being
- [Are Cruise Ships Safe? Analyzing the Cruise Guest Experience](https://coylehospitality.com/blog/are-cruise-ships-safe-analyzing-the-cruise-guest-experience/) - In the wake of the Costa Concordia disaster, many travelers are most likely asking themselves, “How safe are cruise ships really?” and maybe “What would have happened if that occurred on the last cruise I took?” The images and interviews are palpable. The idea that anyone could lose his or her life on a vacation
- [How to Customize Standards to Your Brand](https://coylehospitality.com/blog/how-to-customize-standards-to-your-brand/) - Coyle Hospitality Group—a market leader in designing and implementing mystery shopping programs, quality assurance consulting, and market research services exclusively to hospitality companies worldwide—explains how your standards can be customized to reflect your best brand image. At Coyle, we know that every hotel company is different. That is why we build each of our client’s
- [Recharge Your Quality Assurance Program for the New Year](https://coylehospitality.com/blog/recharge-your-quality-assurance-program-for-the-new-year/) - Coyle Hospitality Group—a market leader in designing and implementing mystery shopping programs, quality assurance consulting, and market research services exclusively to hospitality companies worldwide—explains why re-energizing standard compliance and quality assurance programs can be highly advantageous in the new year. It’s a new year, and your team has likely made some new year’s resolutions. So
- [Tips From a Pro: How to Succeed as a Mystery Shopper](https://coylehospitality.com/blog/tips-successful-mystery-shopper-evaluator/) - Coyle Hospitality Group—a market leader in designing and implementing mystery shopping programs, quality assurance consulting, and market research services exclusively to hospitality companies worldwide—sat down with one the most seasoned professional evaluators to discuss her best experiences, her distinguishing qualities, and her advice for other shoppers out there. What does it take to shop right?
- [Are You Surprising & Delighting Your Hotel Guests?](https://coylehospitality.com/blog/are-you-surprising-delighting-your-hotel-guests/) - Coyle Hospitality Group—a market leader providing mystery shopping programs, quality assurance consulting, and market research services exclusively to hospitality companies worldwide— explains how personalized service leads to loyal guests. A car pulls up on the front drive. The valet opens the car door and the guest exits the vehicle. In that first instant, the valet
- [Coyle is a Proud Silver Sponsor at the 89th Annual Cornell Hotel Society Reception](https://coylehospitality.com/blog/coyle-is-a-proud-silver-sponsor-at-the-89th-annual-cornell-hotel-society-reception/) - Coyle Hospitality Group--a market leader providing mystery shopping referral services exclusively to hospitality companies worldwide–is proud to be a Silver sponsor at this year’s 89th Annual Cornell Hotel Society Reception on November 14th, 2011. This event is held each year in junction with the International Hotel, Motel, & Restaurant Show–held at the Javits Center between
- [Exceed Spa Guest Expectations to Gain a Loyal Customer Base](https://coylehospitality.com/blog/exceed-spa-guest-expectations-to-gain-a-loyal-customer-base/) - On October 16th and 17th, Coyle attended the International Esthetics, Cosmetics & Spa Conference and joined spa industry professionals from around the country in Fort Lauderdale, Florida. Louis Mattassi, a seasoned spa expert with over 20 years of industry experience and a Trainer and Consultant for Empowering You Consulting, advised spa owners and managers on
- [Coyle Presents Online Quarterly Reports](https://coylehospitality.com/blog/coyle-presents-online-quarterly-reports/) - Coyle Hospitality Group—a market leader in designing and implementing mystery shopping programs, quality assurance consulting, and market research services exclusively to hospitality companies worldwide—introduces its newly automated system for distributing Coyle Quarterly Reports. Now, clients can access their custom-made quarterly reports online with the click of a button. October 10, 2011 (New York, NY) Coyle
- [High-Impact, Low-Cost Solutions](https://coylehospitality.com/blog/high-impact-low-cost-solutions/) - Adam Zembruski, Chief Hotel Operations Officer for Pharos Hospitality, discussed high-impact, low-cost solutions to attracting more guests. On the premise that most rivalries—such as those between a hotel and its competitive set—result from similarities, these solutions can help give you an edge over the opposition. Read on to see what you can be doing to
- [Five Lessons Hoteliers Can Learn from Steve Jobs](https://coylehospitality.com/blog/five-lessons-hoteliers-can-learn-from-steve-jobs/) - Among his many accomplishments, Steve Jobs inspired the world to live creatively, expand boundaries, and continuously fuel the will to succeed. His journey—and his eagerness to share it with the public—stand as a foundation for all to build upon. Consistently quotable and incomparably wise, here are some lessons the hotel industry can learn from Steve
- [Hotel Inspection: Case Studies](https://coylehospitality.com/blog/hotel-inspection-case-studies/) - #1. A luxury hotel lost a star on their rating and needed help before the next Triple A hotel inspection. Challenge A luxury hotel lost a star, upending the entire sales strategy and endangering the management contract. Another Triple A (AAA) inspection was upcoming in 3-4 months. Solution With the client, Coyle reviewed the sources
- [The Importance of Social Networking in the Spa Industry](https://coylehospitality.com/blog/the-importance-of-social-networking-in-the-spa-industry/) - Coyle Hospitality Group recently released its new Global Spa Report. This is part three of six blogs that will summarize and highlight key pieces and findings of the report. As 2011 continues, social networking has become more and more prevalently used as a tool for businesses to communicate with consumers. For spas, social networking sites
- [Impact of Social Media and E-Commerce on the Spa Industry](https://coylehospitality.com/blog/coyle-hospitality-group’s-2011-global-spa-report-updates-the-spa-industry-on-website-usage-social-media-and-e-commerce/) - Coyle Hospitality Group recently released its 2011 Global Spa Report. This is part two of six blog pieces that will summarize and highlight key pieces and findings of the report. This year, a major hospitality industry hot topic is the explosion of social commerce thanks to the dominance of deal sites like Groupon and Living
- [How to Attract and Retain Spa Customers](https://coylehospitality.com/blog/how-to-attract-and-retain-spa-customers/) - Coyle Hospitality Group recently released its 2011 Global Spa Report. This is part four of six articles that will summarize and highlight key pieces and findings of the report. In a volatile market, it can be hard to strategize for the future. Coyle recognizes that the most successful business plans are client-centered; i.e., they focus
- [Spa Consumer Online Shopping & Booking Preferences](https://coylehospitality.com/spas/coyle’s-2011-global-spa-report-reveals-consumer-online-shopping-booking-preferences/) - Coyle Hospitality Group recently released its 2011 Global Spa Report. This is part five of six articles that will summarize and highlight key pieces and findings of the report. A lost consumer frantically searches the web, yearning for a last minute appointment at a nearby spa to repair the rain-damaged tresses she used to call
- [Coyle’s 2011 Global Spa Report Updates the Spa Industry Just in Time for Mid-Year Resolutions](https://coylehospitality.com/spas/coyle’s-2011-global-spa-report-updates-the-spa-industry-just-in-time-for-mid-year-resolutions/) - Coyle recently released its new Global Spa Report, completed by 1,025 respondents in March 2011. The report reveals the trends and priorities of today’s spa consumers. Below is part one of six articles that will summarize and highlight key pieces and findings of the report. Last year, Coyle Hospitality Group conducted exclusive market research within
- [Taking Back Your Online Reputation](https://coylehospitality.com/sales-marketing/taking-back-your-online-reputation/) - Creating a brand image is a tough task for any business, and once created, that image is often much harder to maintain. At one time, maintaining a brand was all about creating the right product and delivering on the value proposition. But if spas thought that was difficult, it’s gotten exponentially tougher with the advent of social media. How do small businesses
- [Hotel Design and the Guest Experience](https://coylehospitality.com/hotels-resorts-inns/hotel-design-and-the-guest-experience/) - People are attracted to good design. Coyle Hospitality Group’s network of independent professional mystery shoppers have been to hotels all over the world. While they critique universal standards like cleanliness and professionalism, they also have liberties in offering subjective comments on intangibles. Among thousands of reviews, atmosphere has proven to be a significant aspect in a positive
- [Five Quick Ways to Improve Your Spa's Guest Experience ](https://coylehospitality.com/spas/five-quick-ways-to-improve-your-spas-guest-experience/) - Spas that deliver on the guest experience and exceed clients’ expectations take into account not only what their clients are looking for, but what they may not have considered, as well. Coyle Hospitality’s network of professional mystery shoppers and spa consultants have gleaned valuable tips from the hundreds of secret shopper evaluations they’ve performed for spas.
- [Corporate Consciousness in Hospitality](https://coylehospitality.com/sales-marketing/corporate-consciousness-in-hospitality/) - This week, as companies begin to mobilize to help the victims of Japan's earthquake and tsunami, the topic of corporate social responsiblity will be top of mind. It's not surprising that in an industry where guest experience and customer service are touch points, wider socially responsible practices have become integral. What may have developed out
- [Spa Trends and Tips for 2011 From IECSC](https://coylehospitality.com/spas/spa-trends-and-tips-for-2011-from-iecsc/) - Coyle Hospitality Group’s hospitality consultants are on hand for this week’s International Esthetics, Cosmetics & Spa Conference (IECSC) in New York, where, among the sessions, spa experts are advising operators on how to capitalize on growing trends in the industry. In yesterday’s seminar, “Trend Watch 2011: Worldwide Spa Trends”, spa consultant Bryan Durocher of hospitality consulting
- [iPad Among Newest Shipboard Amenities](https://coylehospitality.com/cruises/ipad-is-among-newest-shipboard-guests/) - It’s no surprise that seamless service and top-notch amenities are what Coyle Hospitality-referred professional cruise mystery shoppers have determined make certain ships more appealing than others. With competition among cruise lines fierce, they continue to up the ante on the guest experience. For instance, we recently reported how Royal Caribbean and Silversea have introduced new
- [Ten Ways to Create Quality Guest Experience Audits for Your Spa](https://coylehospitality.com/spas/ten-ways-to-create-quality-guest-experience-audits-for-your-spa/) - How can busy spa operators take their guest experience, so integral a part of their businesses, to the next level? Creating a guest experience audit, in which key standards are established, is the only practical and surefire way to gain an understanding of where you are and how to get where you want to be. Too
- [Five Ways Restaurants Can Score a Solid First Impression](https://coylehospitality.com/restaurants-bars-diners-clubs/five-ways-restaurants-can-score-a-solid-first-impression/) - Fifteen years of designing and implementing mystery shopping programs for restaurants (and other hospitality providers) have given Coyle Hospitality keen insights into the standards and practices that elevate the guest experience. We all know first impressions are important, be they in the professional or personal world. What kind of first impression is your restaurant giving
- [10 Ways to Create a Stellar Restaurant Quality Audit](https://coylehospitality.com/restaurants-bars-diners-clubs/10-ways-to-create-a-stellar-restaurant-guest-experience-audit/) - With the implementation of an effective restaurant quality audit, your business will reach new heights by discovering new areas for continued improvement.
- [Innovation and Variety Fuel Cruise Guest Experience ](https://coylehospitality.com/cruises/innovation-and-variety-fuel-cruise-guest-experience/) - After meeting my wife for a much needed jolt of Starbucks, we agreed to go our separate ways that afternoon so she could keep up with her Pilates routine at the gym while I sneaked in a few emails to the office. We were to reconvene at Central Park West where I would work on
- [Q&A: Restaurant Association of Metro Washington](https://coylehospitality.com/blog/qa-restaurant-association-of-metro-washington/) - Coyle’s restaurant mystery shopping programs include a network of professional secret shopper evaluators who are well-versed in the dining scenes within their chosen cities. One of the cities in which Coyle actively refers professional evaluators for quality assurance evaluations is Washington, D.C., which has undergone solid growth both in diversity and number of restaurant additions over the
- [Spa Treatments Trends for 2011](https://coylehospitality.com/spas/spa-treatments-trends-for-2011/) - From longer hours to ever-more-unique treatments, Coyle-referred professional mystery shoppers report that spas are responding to guests’ changing needs in 2011. With a bit of careful forethought, they’re gaining clients in the process. Tapa-Sized Treatments: More spas are embracing shorter treatments – from 15-minute quick fixes to 30-minute therapies designed to fit into a lunch
- [America in 2050:The Impact of Changing Demographics](https://coylehospitality.com/hotels-resorts-inns/america-in-2050the-impact-of-changing-demographics/) - America by mid-century will look much different than today, and thus present hoteliers (and many customer-service-centric businesses) with a new set of guest desires to fulfill. Coyle-referred hotel mystery shoppers in 2050 will likely check into hotels and rooms with very different amenities and features than those of today. And these hotels will need to
- [Three Hotel Innovations Worth A Check-In](https://coylehospitality.com/hotels-resorts-inns/three-hotel-innovations-worth-a-check-in/) - Coyle Hospitality’s network of professional hotel mystery shoppers report that hotels continue to tweak and adjust room facilities and amenities to match what today’s guests need. Some of these tweaks work, some not so much. But a few recent innovations particularly stand out for elevating the guest experience in a new way. Teching it Up a
- [Cruise Guest Initiatives Bring Buoyant Predictions for 2011](https://coylehospitality.com/blog/cruise-guest-initiatives-bring-buoyant-predictions-for-2011/) - Coyle Hospitality Group’s network of cruise consultants provide mystery shopping evaluations for ships and itineraries all over the world in an effort to enhance guest service initiatives. Well, it seems cruise lines have been paying attention to guests’ needs, constantly improving and innovating the guest experience – and as a result, the industry overall is being rewarded. According
- [Secret Shoppers Share Five Restaurant Customer Service Tips ](https://coylehospitality.com/restaurants-bars-diners-clubs/secret-shoppers-share-five-restaurant-customer-service-tips/) - Coyle’s refers independent, experienced restaurant secret shoppers who observe, on a daily basis, both the best and worst of customer service. What have these expert mystery shopping providers uncovered? Though there are dozens they could share, here are five quick service staff tips that can elevate any restaurant guest experience. Don’t let bad moods show:
- [The A La Carte Hotel Evaluation](https://coylehospitality.com/blog/the-a-la-carte-hotel-evaluation/) - While Coyle’s mystery shopping programs extend to referring secret shoppers to evaluate entire hotels, the company has often received requests for evaluators to evaluate specific outlets at certain hotels, rather than the entire property. How has Coyle accommodated these requests? Coyle designs a customized evaluation program that specifically targets the requested F&B, activities or excursion
- [Top Ten Questions to Ask the Firm you Rely on for Mystery Shopping Programs](https://coylehospitality.com/blog/top-ten-questions-to-ask-your-mystery-shopping-provider/) - Are you evaluating firms to design and implement a secret shopper program at your business? With more than 600 firms offering these services in North America, it’s a tough choice. Here are the top questions to ask, whether you choose Coyle Hospitality Group or another company as your hospitality consultant. 1. Are they knowledgeable about,
- [How Will Changing Consumer Attitudes Impact Hotels?](https://coylehospitality.com/hotels-resorts-inns/how-will-changing-consumer-attitudes-impact-hotels/) - During the recent International Hotel, Motel & Restaurant Show, hospitality consultants and experts explored how changing consumer attitudes and behaviors are affecting the industry. How will hoteliers address and meet these changing needs, from altering hotel design to enhancing the guest experience? How will overall changes among consumers impact the guest experience? In one of the IHMRS
- [Alluring Moves: Royal Caribbean Focuses On Partners And Guests](https://coylehospitality.com/cruises/alluring-moves-royal-caribbean-focuses-on-partners-and-guests/) - Coyle began designing and implementing cruise mystery shopping programs for Royal Caribbean, and other cruise lines, several years ago. Since that time, professional cruise quality consultants from our network have been aboard the inaugural launches of Royal Caribbean’s new ships, Oasis of the Seas and Allure of the Seas. It is certainly wonderful to be among the
- [A Demographic Fit](https://coylehospitality.com/blog/a-demographic-fit/) - One of Coyle’s resort clients specifically requested that Coyle refer a family for one of their resort mystery shopping evaluations. Why? Because their resort clientele is almost exclusively families at this time of year. Tapping the best professional hotel evaluator network available, Coyle was able to find several secret shoppers that fit the client specifications and to refer
- [What's For Breakfast?](https://coylehospitality.com/blog/whats-for-breakfast/) - A Coyle Hospitality Group hotel client was reviewing its comment cards to specifically assess guest satisfaction related to the four food and beverage questions asked of hotel guests. Using this comment card data, Coyle created a short, but specific analysis program that expanded on these four questions. Then, using data gathered by its network of professional, local mystery
- [Cruising's Anticipated, and Unexpected, Moments ](https://coylehospitality.com/cruises/cruisings-anticipated-and-unexpected-moment/) - One of the greatest things about travel is the anticipation. And while nothing beats lounging on the beach in Antigua, imagining it and talking about it in the weeks and months before is uniquely cathartic. On that note, I just booked my flight to attend the inaugural sail of Royal Caribbean’s Allure of the Seas
- [How Ballparks Score Fans Off the Field](https://coylehospitality.com/sports-events/how-ballparks-score-fans-off-the-field/) - Having spent my formative years in Florida, it would’ve made sense for me to adopt the Marlins as my team. But, like most Floridians, I found any other team in the National League to be more appealing. Today, living in Chicago, I support the Cubs, who in their 17-year run as baseball's lovable losers have
- [The Hotel Action Plan](https://coylehospitality.com/blog/the-hotel-action-plan/) - 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
- [Evaluating Outsourced Hotel Departments](https://coylehospitality.com/blog/evaluating-outsourced-hotel-departments/) - In the hospitality world, it is common for the guest experience to fall under the responsibility of multiple management companies, such as a hotel with a restaurant, spa or reservations call center managed by a different company. When this happens, guests do not make a distinction between the hotel and the outlet; they just expect it
- [Shop Before you Sign](https://coylehospitality.com/blog/shop-before-you-sign/) - A client asked us to quickly refer professionals to shop a call center that they were considering switching to. After the company’s proposal was in, Coyle-referred evaluators made 20 calls at various times over the period of a week and compared the call center the client was considering to the one they were currently using. Based on
- [Mastering the Spa Reservation Call: The Crucial Personal Connection](https://coylehospitality.com/spas/mastering-the-spa-reservation-call/) - Websites offer certain advantages over phone contact. First, people can gather information much more rapidly by reading than by listening. Pictures also say a thousand words, and imagery can convey concepts in a more compelling way than conversation. Moreover, the website can hold dozens, even hundreds, of conversations concurrently, and can do so 24/7. It
- [Cruise Travel Agent Market Research](https://coylehospitality.com/blog/cruise-travel-agent-market-research/) - In the hospitality world where the internet has replaced traditional travel agents, cruise operators remain heavily reliant on personal relationships with travel agents to fill inventory. Coyle-referred professional evaluators recently called several hundred travel agents within one week. Travel agents were asked a series of questions, and based on guest demographics, budgets, desired itineraries, and
- [Customized Report for Sports Venue](https://coylehospitality.com/blog/customized-report-for-sports-venue/) - Coyle recently prepared a customized summary report based on the evaluations of referred professional evaluators for one of our baseball clients. The report tracked performance for each area of the stadium, right down to each individual concession outlet and staff interaction. Coyle also compared the client’s performance from the first homestand to the second homestand.
- [Improving Profits in Your Bar](https://coylehospitality.com/restaurants-bars-diners-clubs/improving-profits-in-your-bar/) - --Six Simple Steps-- Difficult economic times mean restaurateurs must focus on costs. We have recently received a lot of inquiries from clients who are worried about bar controls and 'shrinkage.' So, we thought we would provide some practical insights to help rein in the most unusual area of hotel and restaurant operations, the bar. Managing
- [Are Restaurants and Hotels Ready for Prime Time?](https://coylehospitality.com/hotels-resorts-inns/are-restaurants-and-hotels-ready-for-prime-time/) - With the holiday season heating up and the economy cooling down, restaurants and hotels are battling over a dwindling market share of holiday parties. The economy is challenging, and everyone understands the importance of private parties to the bottom line. Even when the holidays have passed, private parties remain a vital contributor to profitability. Coyle
- [One Night In Your Hotel](https://coylehospitality.com/blog/one-night-in-your-hotel/) - 7/12/10–While most of Coyle’s hotel clients request two-night stays for their professional hotel evaluations, other properties request stays that are longer or shorter. For those hotels where the typical guest is the business traveler who checks in one night and checks out the next morning, a one-night professional evaluation may make sense to uncover valuable
- [More Food=More Fun for Fans](https://coylehospitality.com/sports-events/more-foodmore-fun-for-fans/) - From the moment someone filled a pig bladder with liquid and kicked it around as a ball, spectators immediately realized entertainment is better with food. As a kid, I discovered great enjoyment when watching my favorite TV shows (ABC’s TGIF line-up) with my favorite desserts (from the Drumsticks variety pack). This isn’t a new revelation,
- [Do the Mice Play While the Cat is Away?](https://coylehospitality.com/blog/do-the-mice-play-while-the-cat-is-away/) - 7/1/2010 — That is certainly what the owners of a group of restaurants wanted to know as they left the country for an extended vacation. Thus, Coyle referred professional evaluators to each of their locations on specified days. As the reports from the evaluators hit the owners’ Blackberries, even while they are overseas, they will be able
- [Zero to 60 in Under 48 Hours](https://coylehospitality.com/blog/zero-to-60-in-under-48-hours/) - 6/29/10 — One of Coyle’s clients recently overhauled their restaurant concept. When they re-opened to the public, they needed fresh standards and immediate evaluations once per week for the coming three months. Within hours of the initial request, Coyle had designed custom metrics, with rich data sampling from a new comp set. A professional evaluator
- [Upscale Restaurant Gets Real](https://coylehospitality.com/blog/upscale-restaurant-gets-real/) - 6/23/10 — …Real data that is. An independent restaurant wanted to know how their service experience compared with other ‘upscale Asian-themed restaurants’. Coyle was able to refer professional evaluators to their restaurant in 48 hours to gather data measuring 85 specific service standards that over 300 other upscale restaurants use every month. This independent now
- [Best Practices for Effective Hotel Mystery Shopping Programs](https://coylehospitality.com/hotels-resorts-inns/best-practices-for-effective-hotel-mystery-shopping-programs-2/) - Hoteliers, restaurateurs and spa operators wishing to maximize the value of their mystery shopping program often ask: Now that I have this report, what exactly do I do with it? Operators get the best results from their mystery shopping program when they effectively utilize and master the following: Superior Report Structure Frequency & Schedule Customized
- [Global Spa Summit](https://coylehospitality.com/blog/global-spa-summit-2/) - Coyle has been asked to present spa consumer research at the Global Spa Summit in Istanbul from May 16-20. A global spa survey was launched and responded to by 1,250 consumers providing insights into consumer spa preferences. Additionally, Coyle has referred professional mystery shoppers for calls and website visits to just under 100 spas worldwide, getting a better understanding of
- [Customized Program for Family Resort](https://coylehospitality.com/blog/customized-evaluators-for-family-resort/) - A new resort client of Coyle’s wanted to evaluate the guest experience from the perspective of a family and an adult couple. Coyle listened carefully to the client’s needs and referred evaluators that matched the requested demographics. Coyle designed the client’s customized program, making each evaluation suitable for the evaluator’s demographic. The evaluators were referred and on-site in less than two weeks from the
- [Your Crew is Your Brand](https://coylehospitality.com/slug3_staff/your-crew-is-your-brand/) - This qsrmagazine.com article clearly discusses the advantages for restaurants where staff are trained to deliver the brand experience. It is noted that too often a checklist driven training initiative is provided. However, the checklist totally lacks customer service techniques and understanding of brand specifics for achieving customer needs. Bob Phibbs, the “retail doctor” suggests that
- [The Street: “Rubbed The Wrong Way…Coyle Hospitality Group Investigates The WORST Spa Experiences”](https://coylehospitality.com/blog/the-street-“rubbed-the-wrong-way…coyle-hospitality-group-investigates-the-worst-spa-experiences”/) - NEW YORK, Feb. 17 /PRNewswire/ -- Pushy sales? Too much chit chat? These are just some of the complaints from spa goers in Coyle Hospitality Group's survey of the worst of the worst. Coyle researchers analyzed over 1300 responses from spa goers about the things that ruined their spa experience, asking two basic questions: 1.
- [When a Guest is Rubbed the Wrong Way...](https://coylehospitality.com/spas/when-a-guest-is-rubbed-the-wrong-way/) - Instead of publishing an annual trends piece or another 'year in review', Coyle went to its treasure trove of hard data and asked, "What would really help spas in 2010?" Coyle researchers analyzed more than 1,350 responses from spa goers about the things that ruined their spa experience. Why the negative approach? A research project
- [Discover Spas.com: “Coyle Hospitality Group and WTS International Reveal Latest Spa Consumer Trends and Insights”](https://coylehospitality.com/blog/discover-spas-com-“coyle-hospitality-group-and-wts-international-reveal-latest-spa-consumer-trends-and-insights”/) - Spa Studies in the News Coyle Hospitality Group and WTS International Reveal Latest Spa Consumer Trends and Insights NEW YORK, Nov. 4 -- Coyle Hospitality Group, the hospitality industry's leading market research and quality assurance firm, and WTS International, a world leader in spa management/consulting, have teamed up to provide the industry with ground-breaking research
- [Listen-Up, Stand-Up, and Follow-Up ](https://coylehospitality.com/blog/listen-up-stand-up-and-follow-up/) - In my interview with Kelley Jones, he stated unequivocally that what separates good restaurant managers from average ones is follow though. Kelley further stated less than 5% of the managers out there reliably followed-up; a very sobering number. This led me to start thinking about follow-through and how it relates to Service Recovery. Unlike most
- [Do Guests Really Want Healthy Options?](https://coylehospitality.com/blog/do-guests-really-want-healthy-options/) - In this Chainleader article, quick-service and fast-casual restaurant operators discuss how they are having difficulty getting consumers to try healthy options. Thomas John, senior VP of F&B at Au Bon Pain, mentions that by promoting healthy options as "good-for-you" doesn't sell, but mentioned that just selling the items as a new product helped. They try
- [Coyle Hospitality Group Launches Peak Performances Module, An Interactive Online Tool That Helps Hype Hospitality Heroes ](https://coylehospitality.com/research_reports/coyle-hospitality-group-launches-peak-performances-module-an-interactive-online-tool-that-helps-hype-hospitality-heroes/) - Coyle Hospitality Group (Coyle) has announced the successful launch and implementation of Peak Performances, an interactive online tool that allows hoteliers, spa directors and restaurateurs to identify, cull, and share Best Practices with their entire team; all with just a few mouse clicks. New York, NY - (September 27, 2006) -- Coyle Hospitality Group (Coyle)
- [See Coyle on Travel Channel's Hotel Impossible](https://coylehospitality.com/the_company/see-coyle-on-travel-channels-hotel-impossible/) - Travel Channel's hit series Hotel Impossible uses Coyle Hospitality to get the customer service skinny on hotels. Wanna be like Anthony? Sign up to become a hotel mystery shopper at some of the world's finest hotels and resorts.
- [Coming Soon to An Ocean Near You: A Cruise Industry Forecast](https://coylehospitality.com/cruises/coming-soon-to-an-ocean-near-you-a-cruise-industry-forecast/) - If you’re to believe the reactions to some recent cruise industry news, you’d think it was all over for the business. Here is why the media is wrong.
- [Avoid Scams and Work with Reputable Mystery Shopping Companies](https://coylehospitality.com/blog/avoid-scams-and-work-with-reputable-mystery-shopping-companies/) - Unfortunately, there are mystery shopping scams out there looking to take your money. Here’s how to avoid them and find legit mystery shopping companies.
- [Building a Better Hotel Restaurant](https://coylehospitality.com/restaurants-bars-diners-clubs/building-a-better-hotel-restaurant/) - Do you want to be considered one of the best hotel restaurants in the world? Here are a number of ideas to help you reach that ultimate goal.
- [The Sixth Man at Five Guys: Impromptu Fast Food Mystery Shopping](https://coylehospitality.com/restaurants-bars-diners-clubs/the-sixth-man-at-five-guys-impromptu-fast-food-mystery-shopping/) - Think of yourself as a fast food mystery shopper the next time you go to Five Guys and you’ll see why it’s such a successful, fast-growing chain.
- [The Top 10 Most Haunted Hotels in the World](https://coylehospitality.com/blog/the-top-10-most-haunted-hotels-in-the-world/) - People all over the world experience strange things in the places they stay, but we’ve compiled ten of the most haunted hotels you can find.
- [Tips from a Mystery Wine Shopper: An Open Letter to Restaurateurs  Who Sell Wine](https://coylehospitality.com/restaurants-bars-diners-clubs/tips-from-a-mystery-wine-shopper-an-open-letter-to-restaurateurs-who-sell-wine/) - If you are a restaurateur who sells wine, you need to follow these tips from a mystery wine shopper in order to provide a better overall experience.
- [We are hiring!](https://coylehospitality.com/blog/we-are-hiring-2/) - Coyle is a growing company, and we're looking for great people to grow with us. Coyle offers a fluid and unique work environment, perfectly suited for talented people who have high expectations for themselves. View all open positions!
- [No More Room Service? - Update](https://coylehospitality.com/hotels-resorts-inns/no-more-room-service/) - I just saw this NBC News article come across my news feed this morning and it struck a nerve. Living in New York City, I eat out more than I eat at home--and I am not alone. In major cities and small towns across America, going out to eat is no longer a luxury, but a part of everyday life. As a result, we are all more exposed service experiences of varied quality.
- [What is the 10 and 5 Staff Rule?](https://coylehospitality.com/hotels-resorts-inns/what-is-the-10-and-5-staff-rule/) - Exceptional customer service is essential in the hospitality industry, and the 10 and 5 Staff Rule helps to ensure guest satisfaction in your company.
- [Tami’s Summer Sangria](https://coylehospitality.com/recipes/tamis-summer-sangria/) - Prep time: 5 minutes Ingredients: 1 Bottle of red wine (Cabernet Sauvignon, Merlot, Rioja, Zinfandel or Shiraz) 1 Lemon, 1 Orange, 1 Lime Cut into wedges 2 TBSP Sugar 1 Small can of diced pineapples (with juice) Splash of Orange Juice or Lemonade 2 Shots of gin or Triple Sec (Optional) 1 Cup of raspberries
- [Kung Fu Lessons for Business](https://coylehospitality.com/blog/kung-fu-lessons-for-business/) - In combat, no opponent is the same, and Wing Chun teaches you how to adapt using guiding principles instead of memorized forms. Living out these concepts in combat and in life allows for the mind, body, and spirit to act as one, always finding the most effective ways to be efficient.
- [In your next staff meeting, take a lesson from Big Data. Hint: Personalized service matters.](https://coylehospitality.com/hotels-resorts-inns/in-your-next-staff-meeting-take-a-lesson-from-big-data-hint-personalized-service-matters/) - When people call our restaurants and book rooms at our hotels, they would be less likely to cancel if something personalized awaits. That could be a nice room, a quiet table, or the realization that the staff was really and truly looking forward to their patronage.
- [Do you feel pressure to tip even after getting poor service?  I do.](https://coylehospitality.com/restaurants-bars-diners-clubs/do-you-feel-pressure-to-tip-even-after-getting-poor-service-i-do/) - I just saw this NBC News article come across my news feed this morning and it struck a nerve. Living in New York City, I eat out more than I eat at home--and I am not alone. In major cities and small towns across America, going out to eat is no longer a luxury, but a part of everyday life. As a result, we are all more exposed service experiences of varied quality.
- [Building Your Brand](https://coylehospitality.com/hotels-resorts-inns/building-your-brand-in-2011/) - Coyle Hospitality Group attended the recent Americas Lodging Investment Summit (ALIS) in San Diego where two in depth sessions featured solid advice from representatives of top consumer and hotel brands. Here, we take a look at highlights from these hospitality consultants and brand leaders. In the session “Branding: Let’s Step it Up” representatives from some of the
- [Outlook is Optimistic at Americas Lodging Investment Summit](https://coylehospitality.com/blog/outlook-is-optimistic-at-americas-lodging-investment-summit/) - Last week, Coyle Hospitality Group attended the Americas Lodging Investment Summit (ALIS) in San Diego. Here, we give a taste of the tenor of the conference. In upcoming blogs, you can follow our coverage of the main conference discussions among hotel leaders, brand experts and hospitality sconsultants, including a futurist’s look at America in 2050.
- [Six Timeless Ideas For Restaurants to Tackle](https://coylehospitality.com/restaurants-bars-diners-clubs/six-ideas-for-restaurants-to-tackle-in-2011/) - There are plenty of ways for restaurateurs to take stock in the new year, but here are a few simple ways to get started in 2011. Fix your website: If the emergence of a blog poking fun at restaurant websites (Never Said About Restaurant Websites) is not a call to action (albeit a snarky one) for restaurateurs to
- [Does Your Restaurant Have Time For Social Media?](https://coylehospitality.com/blog/does-your-restaurant-have-time-for-social-media/) - A recent report on a study done by an online provider of restaurant menus indicates that many restaurant owners lack the time and money to engage in social media. Yet, many hospitality consultants and restaurant consulting companies say that social media (from Twitter to Facebook to Foursquare, and the many smaller players in between) can
- [Ordering in the Digital Age](https://coylehospitality.com/blog/ordering-in-the-digital-age/) - In the mid-90s, at a café in a posh department store in Tokyo, I recall the server pulling out an electronic device about the size of a one-pound bag of coffee on which he entered my order. Despite its bulky size and relatively primitive technology, I was wowed by what I perceived as Japanese efficiency,
- [Capturing the Valentine's Day Restaurant Goer](https://coylehospitality.com/blog/capturing-the-valentines-day-diner/) - According to the National Restaurant Association, some 70 million Americans will dine out for Valentine’s Day, about one-third of consumers. Younger diners are more likely to dine out, with 33 percent of 18-34-year-olds and 39 percent of 35-44-year-olds planning to celebrate the occasion with a restaurant meal, compared with 27 percent of those 55 and
- [Dear Chefs: You thought your boss was bad?](https://coylehospitality.com/restaurants-bars-diners-clubs/dear-chefs-you-thought-your-boss-was-bad/) - We all get that relationship between the chef and waitstaff is at times, well, tenuous. Relationships with owners and bosses can often have their moments of raised voices and forceful gesticulations as well. No boss or owner on the planet, however, compares to what this Japanese Chef went through, serving Kim Jong-il, the North Korean
- [Is Your Timing Off? How Service Flow Affects Diners](https://coylehospitality.com/restaurants-bars-diners-clubs/is-your-timing-off-how-service-flow-affects-diners/) - Coyle Hospitality recently collected data from 2,469 diners worldwide, exploring the impact of attributes such as food, staff attitude and timing of service on their likelihood to recommend a restaurant to others. In today’s segment, we examine the impact that service timing has on restaurant recommendations. For our survey, restaurant segments were determined by respondents
- [Five Ways Your Restaurant Can "Go Green"](https://coylehospitality.com/blog/five-ways-your-restaurant-can-go-green/) - The National Restaurant Association Restaurant, Hotel-Motel Show 2011 held in May brought together hundreds of exhibits, celebrity chef demos, and numerous panels and education sessions, including a keynote from General Colin Powell. Coyle presents part 2 of a series of 7, highlighting key lessons and current trends from the exciting event. What’s going on in
- [What steps are taken with an initial mystery shopping service?](https://coylehospitality.com/the_company/what-steps-are-taken-with-an-initial-mystery-shopping-service/) - If you are reading this, you are probably either looking for a mystery shopping service or wondering how one can benefit your business. Coyle is a mystery shopping company that has exclusively served the hospitality business since 1996. If you are not a hotelier, restaurateur, or spa operator, Coyle is not the right fit for
- [Why Should You Use Mystery Shopping?](https://coylehospitality.com/the_company/why-should-you-use-mystery-shopping/) - Mystery shopping is a vital part of a CRM (Customer Relationship Management) program for any business where service and hospitality are a primary part of the value proposition. Other major CRM components besides mystery shopping include: Guest Surveys/comment cards Focus Groups Warehousing guest history/preferences Employee surveys A balanced approach using some or all of the
- [Why Choose our Mystery Shopping Company?](https://coylehospitality.com/the_company/why-choose-our-mystery-shopping-company/) - Our Purpose Coyle Hospitality Group has been dedicated, since its inception, to the hospitality industry serving hotels, restaurants and spas exclusively. All of Coyle’s assets are leveraged in favor of hospitality companies that want the most out of their mystery shopping program. The firm’s principals began as clients of mystery shopping companies working for years
- [What qualities separate mystery shopping services?](https://coylehospitality.com/the_company/what-qualities-separate-mystery-shopping-services/) - Whereas most mystery shopping companies choose to cover many or all segments of commerce, Coyle specializes in the hospitality industry exclusively; evaluating hotels, restaurants and spas. Why should this be important to you? Simply because we are as committed to the hospitality industry as you are. With Coyle, you are partnering with professionals that understand
- [What are Mystery Shopping Companies?](https://coylehospitality.com/the_company/what-are-mystery-shopping-companies/) - Mystery Shopping companies are organizations that help other businesses (clients) measure their own quality by reviewing the clients': Brand compliance Standard Operating Procedure (SOP) compliance Service Quality Facility Cleanliness Company Awareness Special Situations Mystery shopping companies work closely with the clients to best determine how to measure quality and then act as an objective third-party partner,
- [Improving Hotel Customer Service](https://coylehospitality.com/hotels-resorts-inns/improving-hotel-customer-service/) - Question: Why does Mystery Shopping Improve Customer Service? Answer: Because the mere perception that they are being watched is sufficient motivation to positively alter people's actions. The term 'mystery shopping' has become quite prevalent in today's society. The principle reason companies use mystery shopping companies is to measure employee behavior, productivity and customer service skills
- [Developing Actionable Quality Metrics for your Hotel](https://coylehospitality.com/hotels-resorts-inns/developing-actionable-quality-metrics-for-your-hotel/) - To get an accurate ‘MRI’ of performance, an hotelier has to develop applicable measurements. An MRI of a shoulder is of little value if you are concerned about the knee. When developing effective quality measurements for a mystery shopping program (or revising your current program), hoteliers, restaurateurs and spa directors must strike a balance considering
- [Converting Mystery Shopping Data into Results](https://coylehospitality.com/hotels-resorts-inns/converting-mystery-shopping-data-into-results/) - The following article focuses on how to convert your mystery shopping data into action. Hoteliers, restaurateurs and spa operators will get the most value from their program by practicing the following: 1. Set actionable and achievable metrics 2. Focus on the right indicators 3. Create accountable action plans 1. Set Actionable and Achievable Metrics When
- [Red Door Spa Holdings Plans to Expand: See How You Could Do it Too](https://coylehospitality.com/spas/red-door-spa-holdings-plans-to-expand-see-how-you-could-do-it-too/) - At the New York Spa Conference this past May, Todd Walter, CEO of Red Door Spa Holdings Inc., uncovered the secrets to his company’s plans for world-wide development. There is a lot to learn from the Red Door Spa Holdings company, which operates as a day spa with a clustering model of 51 locations in
- [St. Regis NY GM Discusses New E-Butler Mobile Application](https://coylehospitality.com/hotels-resorts-inns/st-regis-ny-gm-discusses-new-e-butler-mobile-application/) - As consumer use of mobile applications grows, hospitality companies are embracing new and creative ways they can help improve the guest experience. As many hospitality consultants have advised, utilizing smartphone technology is a smart move for hoteliers. Recently, New York City’s venerable St. Regis debuted a new “E-Butler” app for iPads, iPhones, Blackberries and other
- [Atmosphere Makes An Impact](https://coylehospitality.com/restaurants-bars-diners-clubs/atmosphere-makes-an-impact/) - Coyle Hospitality recently collected data from 2,469 diners worldwide, exploring the impact of attributes such as food, staff attitude and atmosphere on their likelihood to recommend a restaurant to others. In today’s third segment, we examine the impact that atmosphere has on the likelihood that diners will recommend a restaurant. For our survey, segments were
- [Coyle is a Proud Sponsor at the CHS Scholarship Reception in Chicago](https://coylehospitality.com/blog/coyle-is-a-proud-sponsor-at-the-chs-scholarship-reception-in-chicago/) - Coyle Hospitality Group is proud to be a sponsor at the Chicago chapter of the Cornell Hotel Society's Annual Scholarship Reception on May 7th, 2012. This event is held each year in conjunction with the National Restaurant Association Show, which will be held in Chicago at McCormick Place between the 5th and 8th of May
- [We Are Hiring!](https://coylehospitality.com/blog/we-are-hiring/) - NEW: Home-Based Full-Time Sales & Marketing Associate Are you a sales professional seeking an opportunity in a more rewarding environment? Are you working in restaurant, hotel or cruise operations and want to move toward a more consultative role? Are you just looking for an exciting new sales opportunity with a great company? If you are,
- [Confessions of a Hotel Mystery Shopper](https://coylehospitality.com/blog/confessions-of-a-hotel-mystery-shopper/) - In the article posted by Kathryn O'Shea-Evans, Travel & Leisure, Coyle Hospitality Group helps reveal secrets and confessions of a hotel mystery shopper. Try finding a hotel mystery shopper willing to dish on one of their stays. Ask them to reveal the dirt on the unkempt suite, the coquette of a concierge, or the wilted
- [2012 Social Media Trends in the Hospitality Industry](https://coylehospitality.com/blog/2012-social-media-trends-in-the-hospitality-industry/) - Coyle Hospitality Group and partner First Merchant Services (FMS), a leading provider of free point of sale (POS) systems, are pleased to announce the release of a new 2012 research report, “Social Media Trends in the Hospitality Industry.” With the social media and digital marketing environment constantly changing, how are your competitors addressing social media
- [5 Quick Ways to Improve Guest Experience](https://coylehospitality.com/blog/spa-mantra-chg-reveals-5-quick-ways-to-improve-guest-experience/) - Coyle Hospitality Group recently spoke to Spa Mantra about Coyle's 2011 Global Spa Report and how it led to the "5 Quick Ways to Improve Guest Experience." Discover the value of the spa industry evaluation, a recommended frequency for spa audits, a plan for re-orienting staff members, feedback from spa guests, and more. In this
- [IECSC Seminar: What the Spa Consumer Wants](https://coylehospitality.com/spas/iecsc-seminar-what-the-spa-consumer-wants/) - Coyle Hospitality Group’s hospitality consultants were on hand for this week’s International Esthetics, Cosmetics & Spa Conference (IECSC) in New York, where spa experts doled out valuable advice to spa directors and operators. Yesterday, Coyle Hospitality Group delivered a seminar on what the spa consumer wants. We presented exclusive Coyle Hospitality Group research on how spa
- [New Spa Insights at IECSC Conference ](https://coylehospitality.com/spas/new-spa-insights-at-iecsc-conference/) - This week, the International Esthetics, Cosmetics & Spa Conference (IECSC) comes to New York, with a stellar lineup of speakers addressing timely topics in the spa industry. Coyle Hospitality Group will present a seminar on March 8th on what today's spa consumer wants. With extensive spa, hotel and sales and management experience, Coyle Hospitality Group
- [CHG's Report Identifies Spa-goer Trends and Priorities—With Exclusive Commentary About How to Entice Retail Clients](https://coylehospitality.com/blog/new-report-identifies-spa-goer-trends-and-priorities—with-exclusive-commentary-about-how-to-entice-retail-clients/) - Posted: June 28, 2011 by Skin Inc. In the 2011 Global Spa Report, published by Coyle Hospitality Group, Coyle surveyed consumers as to why they visit spas, what spa promotions capture their attention, what marketing and promotional efforts work best, and if deals and promotions will actually retain clients. The survey, completed by approximately 1,025
- [Q&A on the Spa Industry with BW Confidential](https://coylehospitality.com/blog/qa-on-the-spa-industry-with-bw-confidential/) - BW Confidential, January 13-26, 2011 US-based Coyle Hospitality Group speaks to BW Confidential, an international business-to-business publication for beauty and wellness executives - How can the industry better communicate to the consumer? CHG: Consumers are far more savvy and educated so they are more selective as to where they spend their money. To be more
- [Wynne Business Spa Consulting: "People Problems"](https://coylehospitality.com/blog/wynne-business-spa-consulting/) - February 23, 2010 by Peggy Wynne I can’t tell you how many times I’ve heard someone in a class or seminar say, “You know, we don’t really have that many issues in our spa–we just have people problems.” According to a terrific new study of 1350 spa guests from mystery shopping company Coyle Hospitality Group, “people problems” are
- [Managing Your Hotel's Online Reputation ](https://coylehospitality.com/hotels-resorts-inns/managing-your-hotels-online-reputation/) - Maintaining a consistent brand image has never been more difficult for hotels. Facebook, Twitter, YouTube, and Wikipedia are among the most visited sites in the world, and all subsist on user-generated content that can hack away at a hotel’s hard-won image. Meanwhile, new mobile apps are making it ever easier for customers to share their
- [Coyle’s Top 10 Takeaways from the 2012 NRA Show!](https://coylehospitality.com/blog/coyle’s-top-10-takeaways-from-the-2012-nra-show/) - Coyle Hospitality Group attended the National Restaurant Association Show this weekend in Chicago at McCormick Place. Our team members–including our President, Managing Director, and Restaurant Specialist–spent the weekend getting the scoop on the newest innovations, hottest trends, and upcoming strategies in the restaurant industry. After numerous events, seminars, and educational sessions - Coyle brings you
- [Coyle Hits the NRA Show: Day 3 Highlights](https://coylehospitality.com/blog/coyle-hits-the-nra-show-day-3-highlights/) - Coyle Hospitality Group attended the National Restaurant Association Show this weekend in Chicago at McCormick Place. Our team members–including our President, Managing Director, and Restaurant Specialist–spent the weekend getting the scoop on the newest innovations, hottest trends, and upcoming strategies in the restaurant industry. In the final post of this three-part series, Coyle will summarize
- [Coyle Hits the NRA Show: Day 1 Highlights](https://coylehospitality.com/blog/coyle-hits-the-nra-show-day-1-highlights/) - Coyle Hospitality Group attended the National Restaurant Association Show this weekend in Chicago at McCormick Place. Our team members--including our President, Managing Director, and Restaurant Specialist--spent the weekend getting the scoop on the newest innovations, hottest trends, and upcoming strategies in the restaurant industry. In this three-part series, Coyle will summarize and highlight key takeaways
- [Coyle Hits the NRA Show: Day 2 Highlights](https://coylehospitality.com/blog/coyle-hits-the-nra-show-day-2-highlights/) - Coyle Hospitality Group attended the National Restaurant Association Show this weekend in Chicago at McCormick Place. Our team members--including our President, Managing Director, and Restaurant Specialist--spent the weekend getting the scoop on the newest innovations, hottest trends, and upcoming strategies in the restaurant industry. In the second part of this three-part series, Coyle will summarize
- [How Did Crystal Cruises Consistently Get Ranked #1 in Travel + Leisure’s World’s Best Awards?](https://coylehospitality.com/cruises/how-did-crystal-cruises-consistently-get-ranked-1-in-travel-leisures-worlds-best-awards/) - While Crystal Cruises won’t be first to develop the newest cruise trend, such as the open dining concept or the ultra-large cruise ship, their service culture gets them the #1 rank. Travel + Leisure listed their World’s Best Awards, which are voted on by their readers. According to the website, Crystal Cruises is ranked first
- [The Value of Cruising](https://coylehospitality.com/cruises/the-value-of-cruising/) - This article in Travel Weekly is an excellent harbinger for the economy. Cruise Lines have a long window of booking time, and this shows that demand for the cruise vacation is brisk, even if it means added flight costs. This is great news for vacationers at large because they have more to choose from. The
- [Upgrading the Economy Experience](https://coylehospitality.com/the_company/upgrading-economy-experience/) - This New York Times travel article highlights the great strides economy hotel properties have made in upgrading their interiors, particularly in bedding and design. As we learned in Coyle Hospitality Group’s recent study, Bed & Bedding and Décor & Ambiance were both among the top ten factors mentioned during recounts of great hotel experiences across
- [Spa Trade: “Do you need to teach your staff the things their mamas never taught them?”](https://coylehospitality.com/blog/spa-trade-“do-you-need-to-teach-your-staff-the-things-their-mamas-never-taught-them”/) - April 20th, 2010 by Nancy Griffin I’ve been thinking about the issue of service and hospitality after reading the latest Coyle Hospitality Research that shows nearly 2 out of every 3 people that have a bad experience at a spa stated staff behavior as the problem. Coyle asked consumers two straightforward questions 1. What spa provided you with
- [Motels Boost the Thread Count](https://coylehospitality.com/the_company/motels-boost-the-thread-count/) - This New York Times travel article highlights the great strides economy hotel properties have made in upgrading their interiors, particularly in bedding and design. As we learned in Coyle Hospitality Group’s recent study, Bed & Bedding and Décor & Ambiance were both among the top ten factors mentioned during recounts of great hotel experiences across
- [Survey Says Loyalty Programs Must Get Personal](https://coylehospitality.com/the_company/survey-says-loyalty-programs-must-get-personal/) - In a new study, "Giving Customer Voice More Volume," conducted by the CMO Council and sponsored by Satmetrix, they found that despite the importance of guest experience and customer word-of-mouth marketing, senior marketers are not taking firm action to utilize such feedback in marketing decisions. Thirty-eight percent of the 480 executives surveyed admitted that they
- [Are you Comfortable? ](https://coylehospitality.com/blog/are-you-comfortable/) - For those of us who visit spas regularly, it is hard to remember back to the days when each visit was tinged with anxiety. Will I be fully covered? Will I take off the right amount of clothing or will the staff think I’m a weirdo? What if I get a staff member of the
- [American Spa Magazine: “Revealing Insights”](https://coylehospitality.com/blog/american-spa-magazine-“revealing-insights”/) - The key to running a successful business is understanding the customers you serve. While you may think you know your clientele, the results of a recent spa survey may prove otherwise. Teaming up to get the lowdown on spa-goers' buying patterns, spending habits, and more, Coyle Hospitality Group, a leading hospitality market research and quality
- [I Want My TIVO ](https://coylehospitality.com/blog/i-want-my-tivo/) - I was recently speaking with a resort manager about the need for large flat screen televisions in each room to meet guest’s expectations regardless of how little time they will probably spend in front of it. Katie Ho also commented in GuestIQ on the need for increased technology back in November based on this article
- [Ford CEO: 14 Lessons in Leadership & ](https://coylehospitality.com/the_company/ford-ceo-14-lessons-in-leadership/) - What makes a great leader? In this article by Glen Gilmore about his observations of Ford Motor Company CEO, Alan Mulally, at a charity dinner, he delineates how Mr. Mulally has ‘lead by example’. In it, he lists the fourteen ‘lessons’ personified by Mr. Mulally as follows: Smile…genuinely smile Be interested in others Be passionate
- [What Does a Great Experience Cost?  Does it Matter?](https://coylehospitality.com/blog/what-does-a-great-experience-cost-does-it-matter/) - Question: Why are divorces so expensive? We just published our first segment of our hotel best experiences research, a short report called "Why the Raves?" found on the Coyle Hospitality website, detailing what attributes 5,000+ guests recalled most often about their most memorable hotel experiences. The most interesting data point was how infrequently people mentioned
- [Boots on the Ground](https://coylehospitality.com/the_company/boots-on-the-ground/) - Ever since the 7.0 earthquake struck Haiti on January 12, 2010, the story has been at the forefront of most people’s news feeds, sliced and diced at every possible angle. Many hospitality companies have contributed to the relief efforts: Kimpton Hotels, for example, quickly mobilized to offer their loyalty program members a bonus credit toward
- [The Accountable Leader](https://coylehospitality.com/the_company/the-accountable-leader/) - This great leadership article found on leadertoleader.com, begins with a tale about the CEO of Chico’s, a women’s clothing chain, and forays into some lessons about high-performance leaders. Hint: for a leader to be high-performance, the leader must be accountable. Given the year that the hospitality industry had in 2009, and looking ahead at 2010,
- [Guest satisfaction soars as hotels cut back](https://coylehospitality.com/blog/guest-satisfaction-soars-as-hotels-cut-back/) - This Hotel News Now article describes how hotel cutbacks have actually improved guest satisfaction in some cases. It mentions that hotels are doing this mainly by two methods and uses the Wyndham Austin Garden as an example. 1) Identifying ways to cut back without sacrificing guest satisfaction 2) Cross-training for efficiency In the first case,
- [Spending Trends and Spas](https://coylehospitality.com/blog/spending-trends-and-spas/) - Mike Anderson points out in his blog that for every article saying people are being frugal there is another one stating that spending is on the rebound. I agree with him that people are cutting back on low priority items. It seems like people want to buy but feel like they are saving money when
- [Coyle Presents the Spa Sentiment Research Report 2009  ](https://coylehospitality.com/blog/coyle-presents-the-spa-sentiment-research-report-2009/) - Arthur Chang and Katie Ho from Coyle have just published an invaluable piece of information in the Spa Sentiment Research Report 2009 Two statistics really struck me in reading this report. • 74% of respondents said they choose a spa based on word of mouth • 42% said that customer service is one of the
- [The CEO’s New Strategic Imperative - Engagement ](https://coylehospitality.com/the_company/the-ceo’s-new-strategic-imperative-engagement/) - In a recent opinion piece found at www.chiefexecutive.net, Bob Donnelly looks at the importance of employee engagement when considering customer retention and a company’s bottom line. As Adam stated in October 1st Viewpoint article: “understood in business is the axiom that happy staff translates to happy customers. A derivative of this axiom is unhappy workers
- [How Employee Training Tools directly Impact Guest Repeat Bookings](https://coylehospitality.com/slug3_staff/how-employee-training-tools-directly-impact-guest-repeat-bookings/) - Training tools have evolved to link staff members as vital organizational components and thereby provide personalized service and understanding of excellence. This Hospitality Technology article discusses the importance of these tools in achieving guest satisfaction and encouraging repeat business. According to the author, several modules are needed towards this end and include: branding elements, feedback,
- [Best Experiences](https://coylehospitality.com/blog/best-experiences/) - Exciting news! Coyle has just completed our third major research piece about 'Best Experiences'---this time with hotels. As many of you know, our 'Best Experiences' research centers around asking a lot of people where they had their best restaurant, hotel, and spa experience. We then ask the seemingly innocent question, "Why was it so good?"
- [Leaders As Anthropologists](https://coylehospitality.com/the_company/leaders-as-anthropologists/) - Last week, in Coyle’s ‘The Company’ segment, we heard from top CEOs about paying attention to warning signs and confronting reality. Today, we hear from a Bryant University professor who espouses the philosophy that leaders should be anthropologists. That is, leaders should get out of their offices and become active observers of their employees, customers,
- [Market Metrix:  Recession Taking a Bite out of Hotel Guest Satisfaction](https://coylehospitality.com/blog/market-metrix-announces-second-quarter-2009-hospitality-index-results/) - In this press release by market research leader Market Metrix, customer satisfaction has declined in the second quarter of 2009 by a slight -0.2. The article says that 154 of 274 hotel companies received lower MMHI (Market Metrix Hospitality Index) satisfaction scores when compared with the first quarter of 2009. MMHI is an index based
- [Hotel Guests are Less Satisfied in 2008](https://coylehospitality.com/blog/hotel-guests-are-less-satisfied-in-2008/) - J.D. Power & Associates, in its 12th hotel guest satisfaction study, surveyed 53,000 guests who occupied hotel rooms between May 2007 to June 2008. According to their article, the study suggests that hotel guests are less satisfied in 2008. In addition, common complaint issues include Internet connection problems and parking. The article suggests that the
- [Global Spa Summit](https://coylehospitality.com/blog/global-spa-summit/) - Resources 2007 Global Spa Economy Report Published: May 2008 Click here to Download Commissioned by the Global Spa Summit, this 64-page Global Spa Economy Report is the product of an extensive study conducted by an independent research company, SRI International (formerly the Stanford Research Institute). The Global Spa Economy Report: Utilizes multiple lines of inquiry:
- [Five Tips to Become a Great Mystery Shopper](https://coylehospitality.com/blog/five-tips-to-become-a-great-mystery-shopper/) - Do you want to take your mystery shopping skills to the next level, and have more fun while you are doing it? Here are five tips from the hospitality experts at Coyle on what to keep in mind when conducting mystery shops: Always Be Prepared. Before your mystery shopping evaluation, setting aside a little time
- [If You See Something, Say Something](https://coylehospitality.com/sports-events/if-you-see-something-say-something/) - The American spirit prizes responsibility. This has been proven true in the wake of recent threats where we’ve been quick to act on ostensible wrong doing. If you have been anywhere near New York City since 2003, you have seen this message countless times, urging everyone to take part in thwarting terrorism. According to the
- [Social Media & The Guest Experience](https://coylehospitality.com/blog/social-media-the-guest-experience/) - Although the continued expansion of websites such as Facebook, LinkedIn, YouTube, and Twitter makes headlines every day as the ‘new thing’, hoteliers have known for years that social media is an important means to interact with customers in the market place. One of our hotel clients perhaps said it best when they stated that guests
- [Coyle Featured in New PKF Report: Trends in the Hotel Spa Industry](https://coylehospitality.com/blog/coyle-featured-in-new-pkf-report-trends-in-the-hotel-spa-industry/) - If you are an owner, operator or investor in hotels you have likely had decisions to make about spas: whether to include one, how large it should be, how many treatment rooms to include, whether or not to outsource…the list goes on. PKF Consulting USA has provided valuable insight to assist in all decisions regarding
- [Setting Up Your Inspection Program…The Right Way](https://coylehospitality.com/blog/setting-up-your-hotel-inspection-program/) - 1. Don't let the size of the task of addressing your service standards overwhelm you. Many hotels and hotel companies stick with out-dated measurement programs or use the flavor du jour that the new General Manager brought from their previous company. This results in measurement programs that get a lot of staff pushback and are
- [SpaExec 2011: Spas Get Emotional](https://coylehospitality.com/blog/spaexec-2011-spas-get-emotional/) - I just returned from the SpaExec Conference in Florida where I delivered the keynote speech and presented findings from our 2011 Global Spa Report. What a great conference--and it did not hurt that the weather was a big improvement over damp, rainy NYC! What was everyone so interested in learning? That’s an easy one: What
- [Five Questions to Ask Your Hotel Inspector](https://coylehospitality.com/blog/five-questions-to-ask-your-hotel-inspector/) - 1. Tell me how the data you collect is shared with hotel management? There are still hotel inspectors out there whose ideas of value is dropping an 80-page tome on your desk. In our opinion, data should be dynamic, flexible and timely. If your hotel inspector reports are only provided as static email attachments or
- [Make First Impressions Count](https://coylehospitality.com/blog/make-first-impressions-count/) - We all know the old adage about the first impression. You have likely spent considerable time wooing a guest with offers, an optimized website, attractive marketing materials and photos and those great reviews provided by your previous guests. The real first impression, however, comes when human contact is made and is likely to be at
- [Bring the 'Service' back to Room Service](https://coylehospitality.com/blog/bring-the-service-back-in-room-service/) - Is In-Room Dining a source of guest complaints and issues for your company? If so, you are not alone. Clients express quite regularly that this commonly utilized hotel service is a source of guest complaints and management headaches. Coyle presents some easy fixes that you can implement to immediately increase your guest experience and satisfaction
- [Remember Hospitality and Keep it Personal](https://coylehospitality.com/blog/remember-hospitality-and-keep-it-personal/) - Well, you’ve won the business. After scouring the OTA's, offering price resistance that would make even a Tibetan Monk sob like a baby, the guest is actually here, in your lobby, ready to do whatever it is that brings them into town. All of your staff on site has to be focused on one thing:
- [The Shift of Purchasing Power to the Consumer](https://coylehospitality.com/spas/the-shift-of-purchasing-power-to-the-consumer-and-the-idea-of-social-commerce/) - At the New York Spa Conference this past May, Dan Chandre, VP of Operations for GramercyOne, discussed the recent shift in purchasing power, the boom of social media and e-commerce, and the tactics companies can use to combat these trends. Since technological advances created the age of free information, there has been a consumer revolution—purchasing
- [Unique Solutions to Increasing Spa Occupancy](https://coylehospitality.com/the_company/unique-solutions-to-increasing-spa-occupancy/) - At the New York Spa Conference this past May, a panel of spa industry experts from PFK Consulting, Starwood Hotels, and Red Door Spa Holdings educated listeners on the current outlook for the US hospitality and spa industry. Despite the present economic decline, there may be a positive outlook for hospitality industry professionals if they
- [Menu Labeling - What Consumers Want](https://coylehospitality.com/blog/menu-labeling-what-consumers-want/) - The National Restaurant Association Restaurant, Hotel-Motel Show 2011 held in May brought together hundreds of exhibits, celebrity chef demos, and numerous panels and education sessions, including a keynote from General Colin Powell. Coyle presents part 1 of a series of 7, highlighting key lessons and current trends from the exciting event. Menu Labeling - What
- [What Cruise Lines Can Learn From Luxury Hotel Guests](https://coylehospitality.com/cruises/what-cruise-lines-can-learn-from-luxury-hotel-guests/) - Apparently, wealthy consumers, particularly Americans, are essentially an untapped market for cruise lines, according to a global wealth study reported on by Travel Weekly. With the global penetration of upper-income consumers by cruiselines estimated at just 1.2%, a focus on this segment of the market seems like a no-brainer. Is it? Well, let's look at
- [C'mon Get Mobile: Restaurants Reach Out In New Ways](https://coylehospitality.com/restaurants-bars-diners-clubs/cmon-get-mobile-restaurants-reach-out-in-new-ways/) - By the end of 2010, 1.2 billion people will carry a smart phone, according to some estimates. As the use of mobile applications grows, restaurant consulting companies are talking more and more about what businesses should be doing to capture user attention and drive sales. Many of the “big” guys are finding success with custom-made
- [Do Guests Prefer a Great View or Great Amenities?](https://coylehospitality.com/hotels-resorts-inns/do-guests-prefer-a-great-view-or-great-amenities/) - Coyle Hospitality Group Picks the Brains of Thousands of Hotel Guests to Find Out What makes guests rave about a hotel experience? In the current economy, with tight travel budgets, this question is becoming increasingly important to hoteliers and travelers alike. Coyle Hospitality Group undertook the gargantuan task of gathering word of mouth feedback from
- [What really makes guests feel the value?](https://coylehospitality.com/hotels-resorts-inns/price-–-what-attributes-really-make-guests-feel-value/) - This is the second installment of Coyle’s best experiences research, in which we will look at what 5,000 travelers mentioned when price or value were noted as part of their great experience. Once again, let's revisit why we did this study and what it means. We wanted to know specifically what caused rave reviews that
- [Beds and Bathrooms - Back to Basics](https://coylehospitality.com/hotels-resorts-inns/beds-and-bathrooms/) - Coyle Hospitality Group gathered word of mouth feedback from 5,000 unique travelers to gain a better understanding of what makes a great hotel stay. That is, what makes a hotel stay great enough for the traveler to rave about it. The bed and bathroom have been made the primary focus of the guestroom in the
- [With Strong Service Recovery, Cruise Lines Find Silver Lining](https://coylehospitality.com/cruises/with-strong-service-recovery-cruise-lines-find-silver-lining/) - After any service failure, a business has the opportunity to fix the problem. If the business responds quickly, efficiently, and in a straightforward way, it may even end up with higher customer satisfaction and brand loyalty than before the problem occurred. Over the past month, we've seen a series of unfortunate incidents for cruise lines. Strong winds
- [Most Luxurious Spas in the U.S. ](https://coylehospitality.com/blog/most-luxurious-spas-in-the-u-s/) - This piece appeared in Forbes on msnbc.com By Sophia Banay with additional reporting by Alexandra Elliot If you can define Ayurvedic, know what's involved in a triple-oxygen treatment or have ever tried potassium broth, the spa industry thanks you. You're part of the reason it made $11.2 billion in 2003. Luxury spa-going is nothing new,
- [How Much Are Athletes Worth? More if They Drive Revenue and Build Loyalty](https://coylehospitality.com/sports-events/how-much-are-athletes-worth-more-if-they-drive-revenue-and-build-loyalty/) - Derek Jeter’s recent contract negotiations with the New York Yankees have been contentious. As of this past week, Jeter and the Yankees have agreed to a $56 million deal that will carry him through the 2014 season. Is Jeter worth this much money? Are pro athletes’ salaries overinflated? A championship caliber player like Jeter is clearly
- [Turning Deal Hunters Into Loyal Spa-Goers: Highlights from ISPA](https://coylehospitality.com/spas/turning-deal-hunters-into-loyal-spa-goers-highlights-from-ispa/) - I was fortunate to have been able participate in roundtable discussions during the latter part of this year’s ISPA Conference in Washington, D.C. During the session, attendees were able to sit with colleagues and discuss relevant industry topics. I had a seat at a table focused on deals and promotions. The savvy spa directors at the
- [Reinventing Your Restaurant For Success](https://coylehospitality.com/restaurants-bars-diners-clubs/reinventing-your-restaurant-for-success/) - Sometimes, something as simple as a guest comment can propel a restaurateur to the next level. Restaurant consultants often agree that listening to guests is one of the key ways to keep your business on track. This Forbes article, about restaurateur Piero Selvaggio is a case in point. Selvaggio opened a small storefront restaurant in 1972 with a $4,500 investment,
- [Couldn't Get to IHMRS? Read Sunday's Highlights](https://coylehospitality.com/hotels-resorts-inns/couldnt-get-to-ihmrs-read-sundays-highlights/) - For those who couldn’t make it to New York’s Javits Center for this year’s International Hotel, Motel & Restaurant Show, Coyle offers blog recaps today and tomorrow, plus live twitter coverage each day. Look for our expanded blog posts on specific IHRMS seminars later this week, as well as a roundup of the top innovative products presented by show exhibitors. Among
- [Are Your Guests Raving About Your Restaurant?](https://coylehospitality.com/restaurants-bars-diners-clubs/are-your-guests-raving-about-your-restaurant/) - Restaurateurs have been in a very competitive marketplace for years. Full-service restaurants battle with luxury food retail and take-out as much as they do with other restaurants in their comp-set. The restaurants that survive don’t whine about it. What do they do? Certainly, a key focus is on retaining a greater share of repeat customers.
- [Good or Bad: Attitude Matters to Diners](https://coylehospitality.com/restaurants-bars-diners-clubs/good-or-bad-attitude-matters-to-diners/) - Coyle Hospitality recently collected data from 2,469 diners worldwide, exploring the impact of attributes such as food, staff attitude and atmosphere on their likelihood to recommend a restaurant to others. In today’s second segment, we examine the impact that staff attitude and behavior has on the likelihood that diners will recommend a restaurant. For our
- [Let's Talk About Bedbugs](https://coylehospitality.com/hotels-resorts-inns/lets-talk-about-bedbugs/) - It was no surprise to see conference-goers at the International Hotel, Motel & Restaurant Show (IHMRS) spilling out of the packed seminar on hotel bed bugs. The standing-room-only crowd, as well as the booth traffic at multiple vendors offering products addressing the issue, was evidence that bed bugs are at the forefront of hoteliers’ concerns.
- [From Clicks To Packed Bags: IHMRS Panel Recap](https://coylehospitality.com/hotels-resorts-inns/from-clicks-to-packed-bags-ihmrs-panel-recap/) - Social media in all its forms took a prominent role within seminars presented at this year’s International Hotel, Motel & Restaurant Show (IHMRS) in New York. Moderated by Peter Yesawich, Jr., a travel and tourism industry consultant, “From Clicks to Packed Bags” brought together three hotel social media marketers for a lively discussion on the
- [10 Great Products from IHMRS](https://coylehospitality.com/hotels-resorts-inns/10-great-products-from-ihmrs/) - For those who didn’t have a chance to attend the 2010 International Hotel, Motel & Restaurant Show (IHMRS) in New York, Coyle offers a roundup of some of the innovative offerings presented on the show floor. MyStayManager: Micros Systems Inc. was on hand at IHMRS demonstrating this mobile smartphone application that allows guests to create reservations, check-in
- [What Carnival Did Right](https://coylehospitality.com/cruises/what-carnival-did-right/) - By now, everyone has heard about the troubles aboard the Carnival Splendor, which had an onboard fire and was disabled for three days at sea during a voyage this month. But Carnival Corporation followed this nightmarish scenario with one of the best examples of service recovery. Most cruise consulting companies would probably agree that its
- [Are Daily Deal Sites Right For Your Spa?](https://coylehospitality.com/spas/are-daily-deal-sites-right-for-your-spa/) - Consumers want a good value. Businesses want consumer dollars. Group buying deals from companies like Groupon or Living Social strive to bridge this gap by appealing to businesses and consumers: the former get a burst of cash and exposure while the latter gets a bargain. The proliferation of copycat sites suggests this is a potentially
- [The Looming Turnover Storm](https://coylehospitality.com/hotels-resorts-inns/the-looming-turnover-storm/) - Even in the best of economic conditions, employee turnover is an issue for hospitality companies. The cost of hiring, training and setting the newly hired hospitality worker up for success in his/her new position requires a significant investment. After the economy tanked, hospitality companies had to ask themselves the hard question: Do they work with less staff
- [Couldn't Get to IHMRS? Read Monday's Highlights](https://coylehospitality.com/hotels-resorts-inns/couldnt-get-to-ihmrs-read-mondays-highlights/) - For those who couldn’t make it to New York’s Javits Center for this year’s International Hotel, Motel & Restaurant Show, Coyle offered live Twitter coverage each day, plus blog recaps yesterday and today on the day’s events. Look for our expanded blog posts on specific IHRMS seminars later this week, as well as a look
- ["How's the Food?"](https://coylehospitality.com/restaurants-bars-diners-clubs/hows-the-food/) - Coyle Hospitality recently collected data from 2,469 diners worldwide, exploring the impact of attributes such as food, staff attitude and atmosphere on their likelihood to recommend a restaurant to others. In today’s first segment, we examine the impact that the quality of the food itself has on the likelihood that diners will recommend a restaurant.
- [How Do We Stack Up to Competitors? ](https://coylehospitality.com/restaurants-bars-diners-clubs/how-do-we-stack-up-to-competitors/) - At the end of the quarter, one of our upscale restaurant clients asked how they were doing in comparison to their competitive set. As part of its hospitality consulting services, Coyle provides restaurant reports that show up-to-date compliance with CompSet standards at comparative locations. In addition to showing clients the overall section fulfillment comparisons with the CompSet, such as table service and
- [Innovations Elevate Hotel Guest Experience ](https://coylehospitality.com/hotels-resorts-inns/innovations-elevate-hotel-guest-experience/) - Iberonews reported that European boutique hotel chain NH Hoteles posted exponential growth in the first nine months of 2010, taking the industry by storm. The article (written in Spanish) cites many reasons for the growth, including references to the diversification and occupation of NH Hoteles in several emerging or recovering markets. However, I suspect another important
- [The Words Matter in "Word of Mouth"](https://coylehospitality.com/restaurants-bars-diners-clubs/the-words-matter-in-word-of-mouth/) - I think every restaurant consulting firm would agree that you get new customers and keep great ones via word of mouth. What can be argued, ad infinitum, is how to define “word of mouth” nowadays. Is it a rant posted on a review site? A Facebook entry? A tweet about the “best veal ever” or
- [Foursquare Your Restaurant](https://coylehospitality.com/restaurants-bars-diners-clubs/four-square-your-restaurant/) - Where’s Waldo? Foursquare, Facebook “Places” and Yelp “check-ins” all aim to answer that question. Now that the world can track Waldo’s movement in real time via these location-based social networking sites, the next question is what can we do with that information? Can it be used to drive business? Increase sales? Raise awareness? Is it
- [The economy is in a slump, is your sales staff too?](https://coylehospitality.com/hotels-resorts-inns/the-economy-is-a-slump-is-your-sales-staff-too/) - 'No' is likely one of the most common words heard in hotel sales offices over the past 18 months. No, we can not hire. No, we can not spend. No, we can not book with you. No, we will not have our incentive this year. Sales people are getting hit from both clients and internally with
- [Bring Back the Formal Night](https://coylehospitality.com/cruises/bring-back-the-formal-night/) - Over the past decade, the long-running cruise staple of black-tie formal nights has given way to freestyle cruising and its more relaxed dress codes. In doing so, cruise lines certainly were mirroring, if not themselves setting, trends in society at large, from the laid-back approaches to corporate dress and attitude to the proliferation of casual
- [Is the Recession Making Spa Directors Savvier?](https://coylehospitality.com/spas/is-the-recession-making-spa-directors-savvier/) - Each year, the International Spa Association (ISPA) conducts a spa industry study. This year’s newly released study reports on the state of the spa industry based on the “Big 5”: Revenue, Spa Visits, Locations, Employees and Spa Square Footage. Not surprisingly, for the first time since this survey began in 2000, all five of these
- [Setting Standards at the Start](https://coylehospitality.com/blog/setting-standards-at-the-start/) - Although Coyle Hospitality's reports often measure the guest experience, Coyle also plays a significant role in helping operators develop the standards necessary to improve that guest experience. For most businesses - be they restaurants, hotels, spas or bars - developing and setting standards is a crucial, but complicated, task. Setting the right standards requires analyzing current processes, having a vision for where things should be headed
- [Does Charging for Wi-Fi Drive Hotel Guests Away?](https://coylehospitality.com/hotels-resorts-inns/does-charging-for-wi-fi-drive-hotel-guests-away/) - It’s all about the free Wi-Fi. That’s what hotel guests overwhelmingly say is the most important hotel amenity, according to a recent survey by J.D. Power & Associates. Among 53,000 survey respondents, Wi-Fi trumped a free breakfast, a flat-panel TV – even a good mattress. And yet, while the study found that 96% of surveyed guests at
- [Are Extra Costs Coming for Cruise Passengers?](https://coylehospitality.com/cruises/are-extra-costs-coming-for-cruise-passengers/) - With national unemployment still around 10%, it's no surprise that some studies show a lack of consumer confidence in an economic recovery. Recent figures from the cruise industry, however, say otherwise. Rising demand for cruises, which often foreshadows wider consumer demand, suggests overall confidence may soon be on the upswing. This past summer, cruise lines launched new vessels, most
- [Put "Relax" Back In Spa Relaxation Rooms](https://coylehospitality.com/spas/put-relax-back-in-spa-relaxation-room/) - I recently relocated to Ithaca, NY, and one of my first priorities was finding a massage therapist with a specialty in prenatal massage (I am in my third trimester of pregnancy). After searching online, I found a few private massage therapists with this specialty and a few spas that had therapists trained in this area. Upon
- [Food Trucks Teach Value of Twitter](https://coylehospitality.com/restaurants-bars-diners-clubs/food-trucks-teach-value-of-twitter/) - I live in Chicago, where food trucks are a growing trend, as they are in many large cities across the nation. These mobile, boot-strapped businesses that change locations throughout the day or week, often have few resources beyond the truck itself to gain a following. So how do they do it? The first way, of course, is by
- [Skin Inc: What Do Spa Clients Want?](https://coylehospitality.com/blog/skin-inc-what-do-spa-clients-want/) - October 19, 2010: post by Skin Inc Today’s economy has 89% of spa-goers seeking treatments for relaxation and stress management. Spa consumers are spending less on luxury and more on necessity, or not spending at all. That’s bad news for today’s spa industry, with some operators seeing 40% less in monthly revenue. This sharp decline
- [Should Hotels Track, and Blacklist, Bad Guests?](https://coylehospitality.com/hotels-resorts-inns/should-hotels-track-and-blacklist-bad-guests/) - Hoteliers may be able to detect and deflect "problem" guests before they can even step foot in the lobby, thanks to a new database subscription system in the UK called Guestscan, which aims to share information about guests who have caused problems in the past. While CRM solutions strengthen the relationship with a hotel's most profitable guests, Guestscan would do the
- [Centralized Booking for Spas?](https://coylehospitality.com/spas/centralized-booking-for-spas/) - A spa I frequent locally has centralized their reservations: three locations, one call center. This spa also offers online booking which I have utilized in the past. Unfortunately, when I previously booked a hair cut with a provider I was unfamiliar with, the results were not positive; this time, I was hoping for some guidance. When I
- [See Jim Coyle at the Cornell Hospitality Research Summit](https://coylehospitality.com/blog/see-jim-coyle-at-the-cornell-hospitality-research-summit/) - Jim Coyle, president of Coyle Hospitality Group, is currently attending the Cornell Hospitality Research Summit at Cornell University in Ithaca, NY. Jim will be speaking, presenting some of Coyle's unique guest experience research, and enjoying the company of other top hospitality industry executives. We are very excited to be a part of such a great summit!
- [Obey the Master](https://coylehospitality.com/blog/obey-the-master/) - A multi-unit restaurant company wanted to know on a weekly basis which operating standards were breaking out and trending negatively. We created a unique data query to client specs and email the client a roll-up slide every Thursday that is simply inserted into their weekly presentation. Now, each and every week, they know which brand
- [Why the Rave Reviews?](https://coylehospitality.com/hotels-resorts-inns/why-the-rave-reviews/) - What guests mentioned most about their best stays and why In this first installment of our Best Experiences research, we will explore what 5,000 guests recalled most when describing their ‘best experiences’ at hotels across all market segments. Before we go further, let's revisit why we did this study and what it means. We wanted
- [Restaurant Survey Results from Coyle, Coyle Hospitality Group Survey Finds Availability of Online Restaurant Menu Leads Lookers into Bookers](https://coylehospitality.com/restaurants-bars-diners-clubs/restaurant-survey-results-from-coyle-coyle-hospitality-group-survey-finds-availability-of-online-restaurant-menu-leads-lookers-into-bookers/) - As the Information Age evolves, the internet becomes not only an encyclopedic source of knowledge but also a tool that transforms trends in consumption. It is evident that the World Wide Web has revolutionized consumer culture, but has it impacted how we dine? Presumably yes, but a recent survey conducted by Coyle Hospitality Group has
- [They Come for Food…but They Talk About Service](https://coylehospitality.com/restaurants-bars-diners-clubs/they-come-for-food…but-they-talk-about-service/) - By Jim Coyle and Katie HoWe asked two simple questions to a panel of 1,008 people: What RESTAURANT provided you the best overall experience in the last year? What were the specific things that made this the best restaurant experience you have had in recent memory? In other words, we asked 'Where?" the great restaurant
- [Coyle Hospitality Group & WTS International Spa Sentiment Research Report 2009](https://coylehospitality.com/spas/coyle-hospitality-group-wts-international-spa-sentiment-research-report-2009/) - Coyle Hospitality Group, the hospitality industry’s leading market research and quality assurance firm, has teamed up with WTS International, a world leader in spa management/consulting, to provide the industry with ground-breaking research on spa consumer sentiment. Over 1,300 active spa-goers were surveyed in September, 2009 about their buying patterns, spending habits, best spa experiences, and
- [Ad Appeal: What Makes a Spa Ad Highly Effective?](https://coylehospitality.com/spas/ad-appeal-what-makes-a-spa-ad-highly-effective/) - In Coyle’s Global Spa Survey, we presented respondents with six advertisements. All had the same background image but contained different offers. Respondents were then asked to rate each advertisement from ‘very appealing’ to ‘very unappealing’. Respondents were then asked to tell us 'why' certain advertisements appealed to them and others did not. The advertisements that
- [4 Essential Strategies for Optimizing Your Spa’s Online Presence](https://coylehospitality.com/spas/4-essential-strategies-for-optimizing-your-spas-online-presence/) - In our Global Spa Survey, we asked consumers what websites they currently use to seek spa information. Respondents were asked to select all that they utilize so percentages will not add up to 100. The respondent usage was as follows: As indicated in the table above, SpaFinder proved to be a widely known and used
- [Will Spa Guests Book Online? An Inside Look](https://coylehospitality.com/spas/will-spa-guests-book-online-an-inside-look/) - There was a time when many spa professionals would not have considered online booking for their spa. Scheduling supply/demand remains a challenge for even the busiest spa, and a simple request to extend a treatment or a request for a male therapist could turn order-taking into an ordeal. Also, there is the concern that the
- [Is Your Menu Pricing Hurting the Guest Experience?](https://coylehospitality.com/spas/is-your-menu-pricing-hurting-the-guest-experience/) - Price came up as a mention for best spa experiences a paltry 8% of the time. Reasons provided included price being reasonable, value, and having a gift certificate. Price was mentioned 3% of the time in consumer worst experiences with reasons including the price being unreasonable/too expensive and the spa not being a good value.
- [What's the Deal?](https://coylehospitality.com/spas/whats-the-deal/) - Have you used Groupon yet? Or perhaps one of their competitors like Living Social? Or maybe you have enlisted in the craze of Gilt, Haute Look or Rue La La. In this Chicago Magazine Article about Groupon and its founder, we get a closer look at how the craze of discounted web-based time-constrained ‘deals’ or
- [Platter of Babel](https://coylehospitality.com/restaurants-bars-diners-clubs/platter-of-babel/) - Platter of Babel In this Wall Street Journal article, the research suggests that languages go beyond the function of conveying thoughts; they actually shape thoughts based on how a sentence is structured. For example, Spanish and Japanese speakers were less likely to remember who caused accidental events when compared to English speakers; in those languages,
- [What Do Great Sales and The First Day of School Have in Common?](https://coylehospitality.com/sales-marketing/what-do-great-sales-and-the-first-day-of-school-have-in-common/) - In what can be described as turnabout being fair play, we fully adopted the client role when we went looking for a web marketing agency for our own company. Instead of being the objective third-party measurement tool in the sales process, we actually needed a sales/marketing company, and we needed a good one. Throughout the
- [Through Thick and Thin, Keep Your Staff](https://coylehospitality.com/slug3_staff/through-thick-and-thin-keep-your-staff/) - Clement Kwok, chief executive of Hongkong & Shanghai Hotels Ltd., the parent company of the Peninsula chain, seems undaunted by the hardships his hotels have faced in the recent past. Through an interview with The Wall Street Journal’s Duncan Mavin, Mr. Kwok discusses running the company through the financial crisis, a time when the hospitality
- [Technology-Users Generate More Revenue for Restaurants](https://coylehospitality.com/restaurants-bars-diners-clubs/technology-users-generate-more-revenue-for-restaurants/) - A recent study by market research firm Technomic discovered that consumers who embrace new technologies also frequent restaurants more often. According to a Nation's Restaurant News article that reported on the Technomic findings, 83% of technology innovators (which were 8% of those surveyed) and 72% of technology early adopters (which were 15% of those surveyed)
- [Cruise Confidential: Morale and Motivation on the High Seas](https://coylehospitality.com/cruises/cruise-confidential-morale-and-motivation-on-the-high-seas/) - In Kitchen Confidential and Medium Raw, Anthony Bourdain showed us that in order to be a respected chef, one had to be a relentless zealot who craved insane hours, low pay, peer abuse, and borderline alcoholism. I, like Tony, am generalizing, but the fact of the matter is that chefs are some of the hardest
- [Should Spas Provide Salon Services?  ](https://coylehospitality.com/spas/should-spa-provide-salon-services/) - In these stress filled days, providing spa relaxation with salon services seems to be a great way to enhance your spa. Peter Anderson recommends adding salon services in a spa environment to increase revenue in this American Spa article. I have heard salon clients discussing how even when times are tough, a good hair cut/color
- [Are NYC Restaurants Prepared for the Letter Grade?](https://coylehospitality.com/restaurants-bars-diners-clubs/how-are-nyc-restaurateurs-preparing-for-the-letter-grade-health-inspections/) - The new health inspection letter grade system will be starting inspections on Thursday, July 15, 2010. As described in this New York Times article, New York City restaurants are required to post their health inspection letter grades in their windows. The letter grades are expected to have an effect on where guests choose to dine.
- [The Cruise Business, Post-Financial Meltdown](https://coylehospitality.com/cruises/the-cruise-business-post-financial-meltdown/) - In a very interesting recent economics blog article by the Christian Science Monitor, an interesting correlation was suggested: big skyscrapers and big cruise ships alike are indicators of an economy in peril. Of course, correlation does not equal causation. Yet it is nonetheless unfortunate for the cruise industry that while the commissioning of such monstrous
- [Uncharted Waters: Restaurants on the Road](https://coylehospitality.com/restaurants-bars-diners-clubs/uncharted-waters-restaurants-on-the-road/) - Many hungry travelers will be on the road this summer; where finding a good place to eat can be a challenge. Having a laptop or phone application can help, particularly when in unfamiliar territory, but what factors do travelers really consider when deciding where to dine? In his book “The Little Big Things” Tom Peters mentions a trip
- [Create Your Own Cupcakes…On a Cruise Ship](https://coylehospitality.com/cruises/create-your-own-cupcakes…on-a-cruise-ship/) - Cruise lines are increasingly upping the ante when it comes to incorporating culinary trends into their onboard food and beverage offerings. In an industry that began primarily with structured, scheduled, formal meals, the players in the cruise industry are innovating the guest experience by offering such options as design-your-own cupcakes, dining with chefs (whether celebrity
- [Do Children’s Menus Improve the Guest Experience at High-End Restaurants?](https://coylehospitality.com/restaurants-bars-diners-clubs/do-children’s-menus-improve-the-guest-experience-at-high-end-restaurants/) - As described in a New York Times article, Nicola Marzovilla of the restaurant I Trulli in New York City swears he will never offer a children’s menu. He points out that children’s menu are often inferior to the regular menu, since the menu often has items that are easy to make and unhealthy. Instead, he
- [Fan Experience is No Game](https://coylehospitality.com/sports-events/fan-experience-is-no-game/) - The Chicago Cubs have one of the oldest, most dated ballparks, but it ranks second in fan experience according to an article in Forbes. Fenway was ranked fourth. Both Fenway and Wrigley offer standard ballpark fare at a significant premium to the fan so why the high rankings? Their superstitions and histories are beloved by
- [The ‘People’ Factor – How Your Spa Team Influences Your Guests](https://coylehospitality.com/spas/the-people-factor-how-your-spa-team-influences-your-guests/) - Issues relative to ‘People’ or staff members came up 62% of the time when guests were recounting their worst experiences. Of those, the most prominent things mentioned were: Inappropriate pressure/touch (21%) Staff not listening/not responsive (12%) Too much conversation (10%) Treatment felt rushed (9%) Pushy sales (8%) Unfriendly/not personable staff (6%) On the contrary, when
- [What Makes or Breaks a Spa Experience?](https://coylehospitality.com/spas/what-makes-or-breaks-a-spa-experience/) - Despite all the complex moving parts and customization involved in marketing and sales, eventually, a guest walks into the spa. Now is the moment of truth. The guest has learned about the spa, made an informed decision and 89% of them have come to the spa to feel relaxed and relieve stress. In Coyle’s Best/Worst
- [Entering the Fold](https://coylehospitality.com/hotels-resorts-inns/entering-the-fold/) - Guest will now be given the opportunity to use their Marriott and Starwood loyalty points at independent hotels. This New York Times article explains how Marriott and Starwood are looking to expand their availability by partnering with independent hotels and creating new hotel groups under their brand umbrella. The Kessler Collection is growing the offerings
- [Fast-Food Innovations and Lessons to Learn ](https://coylehospitality.com/restaurants-bars-diners-clubs/fast-food-innovations-and-lessons-to-learn/) - Last year, sales at full-service restaurants fell by 6%, but sales among fast-food companies remained relatively stable. Though fast-food companies are berated by critics as peddlers of fat and unnecessary calories, they have deflected criticisms and remained afloat in rough economic waters. In a June article from The Economist, we learn that fast food’s success
- [How Leveraged Is Your Loyalty Program?](https://coylehospitality.com/sales-marketing/how-leveraged-is-your-loyalty-program-2/) - Loyalty programs in the hospitality industry are hardly new or novel. Road warriors are likely to be enrolled in programs for every major hotel company, airline, multiple rental car companies, restaurants, spas and salons, grocery stores, clothing stores, shoe stores, and more. Yet ask the road warrior about the value of the loyalty program. The
- [Do Spa Guests Welcome Post-Visit Follow-Up?  An Inside Look](https://coylehospitality.com/spas/do-spa-guests-welcome-post-visit-follow-up-an-inside-look/) - In the Global Spa Survey, Coyle asked respondents if they would be comfortable receiving follow-up from a spa post-visit and an astounding 88% responded that they would. Of those who would be comfortable receiving follow up, we asked how they would prefer to be contacted. As demonstrated in the table above, 83% indicated that an
- [The After-Effects: How Post-Spa Results Affect the Spa Consumer](https://coylehospitality.com/spas/the-after-effects-how-post-spa-results-affect-the-spa-consumer/) - So, you won the battle to get the guest to your spa, got them through the reservation process and into the spa and they have departed. Now what? Does it stop there? With many spas, it does. We found out what post-spa results caused negative and positive reactions from guests in the Spa Best/Worst Experience
- [4 Key Components to a Well-Received Spa: Is Your Spa ‘Product’ Helping or Hurting Your Business](https://coylehospitality.com/spas/four-key-components-to-a-well-received-spa/) - In order to best analyze the product mentions in both best and worst spa experiences. We broke down the mentions into Cleanliness, Atmosphere, Amenities and Facility. Once this list was created, our research team felt it was worthwhile to then categorize the items that were mentioned based upon the difficulty/cost to change. This gives the
- [Spa Website Content: What Consumers Want vs. What Spas Provide](https://coylehospitality.com/spas/spa-website-content-what-consumers-want-vs-what-spas-provide/) - OK, so you have done the hard work of advertising the spa and of course we have learned that today's socially networked spa-goer is finding your website for deals, research and to look at your spa menus. The spa operator now has a lot of important questions to answer. Do we post prices? Do we
- [Spa Recommendations: Who Do Consumers Trust?](https://coylehospitality.com/spas/spa-recommendations-who-do-consumers-trust/) - We asked respondents of Coyle's Global Spa Survey how trustworthy they found various methods of ‘social networking’. As indicated in the table above, Friends/Family word of mouth got the most positive response with 91% classifying it as trustworthy or extremely trustworthy. Co-workers' word of mouth was second with 71%. Spa websites were next with 57%
- [Would You Rent a Guitar on a Cruise for $10?](https://coylehospitality.com/cruises/would-you-rent-a-guitar-on-a-cruise-for-10/) - Norwegian Cruise Lines is willing to bet that some guests on their 4,200 passenger ship Norwegian Epic would. They are offering a guitar package for those interested guests. For $10 a day, the package includes a guitar and a pod, which is a private amplifier, according to this USA Today article. The Norwegian Epic is
- [Leadership is Always on the Restaurant Menu ](https://coylehospitality.com/restaurants-bars-diners-clubs/leadership-is-always-on-the-restaurant-menu/) - When we look at the data from our restaurant mystery shopping reports and restaurant market research, it shows that both poor and great guest experiences alike are heavily dependent upon the competency of management's ability to first select, then build, and finally nurture a team. This week's Corner Office showcases Niki Leondakis of Kimpton Hotels,
- [Room for View: More Looks at Hotel Guest Experience](https://coylehospitality.com/hotels-resorts-inns/room-for-view-more-looks-at-hotel-guest-experience/) - I am always looking at different studies about Guest Experience especially as it relates to hotels. Our hotel market research and hotel mystery shopping analysis has taught us that measuring the guest experience is part science and part art form. That is why when I saw The School of Hospitality Business at Michigan State University
- [Word of Mind: How Consumers Are Sharing Spa Information](https://coylehospitality.com/spas/word-of-mind-how-consumers-are-sharing-spa-information/) - As we have seen more often with the current economy, some spas are giving things away with the hope of attracting and retaining new clients. In our Global Spa Survey, we asked each respondent how likely they would be to recommend a spa they had a positive experience at (even if they did not plan
- [3 Key Factors of Effective Spa Advertising](https://coylehospitality.com/spas/3-key-factors-of-effective-spa-advertising/) - We all know that advertisements are supposed to increase sales. The question is, how effective they are. In a recent Global Spa Survey, Coyle Hospitality Group had 1,275 consumers look at an array of print ads. Despite the fact that the background images were all the same, when asked to rate each ad, one was
- [To Spa or Not to Spa: Primary Reasons for Spa Visits](https://coylehospitality.com/spas/to-spa-or-not-to-spa-primary-reasons-for-spa-visits/) - In the current economic climate, what gets a consumer to try a particular spa they have not been to before? In Coyle’s Global Spa Survey, we asked respondents to tell us what the primary reasons for their latest spa visits were. Respondents were encouraged to select as many options as applicable, thinking of their past
- [Eat & Sleeponomics](https://coylehospitality.com/hotels-resorts-inns/eat-sleeponomics/) - NYC & Co, as reported in this Bloomberg Businessweek article, indicated that tourist visits for Q1-2010 in NYC were up 11% over the same period in 2009, meaning 1.3 million more visitors came to NYC than the same period a year ago. The numbers are great for hotels with NYC & CO reporting that hotel
- [Growth in Online Spa Bookings: Top 3 Reasons](https://coylehospitality.com/spas/growth-in-online-spa-bookings-top-3-reasons/) - Online booking and gift card purchases are becoming an ever more important part of the spa world. American Spa just presented an article about online marketing tools in their May issue. In the article, they mention how online services such as reservations and gift card purchases offer 24-hour capabilities in our ever more hectic world.
- [Spa Business: "What’s Valued" Editor's Note](https://coylehospitality.com/blog/spa-business-what’s-valued-editors-note/) - In this issue, we analyse new research from the Coyle Hospitality Group and WTS International (see p61), which looks at consumer buying patterns, habits, preferences and best experiences. The sample of 1,300 active spa-goers was carried out in September 2009, when the Consumer Confi- dence Index was lower than at present – something which needs
- [spabusiness.com: "Coyle Hospitality Group and WTS unveil spa trends"](https://coylehospitality.com/blog/spabusiness-com-coyle-hospitality-group-and-wts-unveil-spa-trends/) - BY Sarah Todd Market research firm Coyle Hospitality Group and spa management and consulting company WTS International have teamed up to release research on spa consumer sentiment. During September 2009, more than 1,300 active spa-goers were surveyed about their buying patterns, spending habits, best spa experiences and a number of other current issues facing spas.
- [Spa Cast: "Coyle Hospitality Research: Spa Consumer Sentiment"](https://coylehospitality.com/blog/spa-cast-coyle-hospitality-research-spa-consumer-sentiment/) - Coyle Hospitality Group, a leading market research and quality assurance firm, and WTS International, a world leader in spa management/consulting, have teamed up to provide the industry with ground-breaking research on spa consumer sentiment. The goal was to help spa operators align their programs and offerings to match what guests truly want during these uncertain
- [Travel Daily News: “Survey Reveals Spa Consumer Trends”](https://coylehospitality.com/blog/travel-daily-news-“survey-reveals-spa-consumer-trends”/) - Coyle Hospitality Group, the hospitality industry's leading market research and quality assurance firm, and WTS International, a world leader in spa management/consulting, have teamed up to provide the industry with ground-breaking research on spa consumer sentiment. The goal was to help spa operators align their programs and offerings to match what guests truly want during
- [The Beauty Report: “Coyle Hospitality Group and WTS Unveil Spa Trends”](https://coylehospitality.com/blog/the-beauty-report-“coyle-hospitality-group-and-wts-unveil-spa-trends”/) - 26 Nov 2009 Coyle Hospitality Group and WTS unveil spa trends Market research firm Coyle Hospitality Group and spa management and consulting company WTS International have teamed up to release research on spa consumer sentiment. During September 2009, more than 1,300 active spa-goers were surveyed about their buying patterns, spending habits, best spa experiences and
- [Spa Canada: “The Most Popular Spa Treatment?”](https://coylehospitality.com/blog/spa-canada-“the-most-popular-spa-treatment”/) - The Most Popular Spa Treatment? If you said massages, you’d not only be right – but right by a wide margin. According to the Coyle Hospitality Group and WTS International Spa Sentiment Research Report for 2009, massages were booked 92% of the time, followed by pedicures (63%) and facials (62%). Least-booked treatments – laser treatments
- [Spa Trade: “Creative Ways to Attract Customers to Your Spa”](https://coylehospitality.com/blog/spa-trade-“creative-ways-to-attract-customers-to-your-spa”/) - In today’s challenging economic climate, it is more important than ever to stimulate and promote consumer visits to your spa. This can be accomplished in a variety of ways including pricing inducements, creative packages and special treatment offerings, outreach to local and community groups, organizations and associations and events tied to charitable institutions to name
- [Hotelier Middle East: “The Soft Sell” ](https://coylehospitality.com/blog/hotelier-middle-east-“the-soft-sell”/) - With the spa sector subject to increased pressure as consumers review expenditure on life’s luxuries, the expansion of spa retail opens up extra revenue streams to augment the bottom line, says Kathi Everden It was only a snapshot of US trends, but the Smith Travel Research (STR) presentation on spa performance at SpaExec last year
- [American Massage Therapy Association: “The Spa Life”](https://coylehospitality.com/blog/american-massage-therapy-association-“the-spa-life”/) - WHAT YOU CAN EXPECT When considering if a particular work environment is going to suit your personality and career goals, knowing what some of the expectations are within the environment may help. When asked, Snedden thought the short turnaround time between services bore repeating, explaining how the quick pace can come as quite a shock
- [Coyle Announces Winners of Global Spa Survey Drawing](https://coylehospitality.com/blog/coyle-announces-winners-of-global-spa-survey-drawing/) - Congratulations to Jessica H., Terri N., and Linda P. These three participants in Coyle's Global Spa Survey were randomly drawn as the three winners of $150 SpaFinder gift certificates. Stay tuned for future survey opportunities from Coyle. Thanks to all who participated!
- [Cruises Navigating Tricky Economic Waters](https://coylehospitality.com/cruises/cruises-navigating-tricky-economic-waters/) - Royal Caribbean recently reported a strong turnaround in net profit, but optimism remains guarded for most travel businesses as reported in this Wall Street Journal article. Cruise lines continue to hold up pretty well through this difficult economic cycle for a few reasons. The first reason is cruise vacations remain a great value. Our recent
- [Too Much at Steak](https://coylehospitality.com/restaurants-bars-diners-clubs/too-much-at-steak/) - When we think of a really fine restaurant and its food, we envision the kitchen; a brightly lit bee-hive of activity with artisans carefully constructing culinary delights while a white-toqued impresario commands the performance, touching off the miniscule details that only their exacting eye can see. What about when you order a steak? Quite frankly,
- [The Shared Ingredient of a Winning Kitchen](https://coylehospitality.com/slug3_staff/the-shared-ingredient-of-a-winning-kitchen/) - A hearty congratulations to Coyle’s restaurant clients who won 2010 James Beard Awards, announced on May 2! For a complete listing of all nominees and winners, click here. What is most impressive, when one peruses the list of nominees and winners in the restaurant and chef categories, is how varied the talent is in the restaurant
- [Innovating Innovations](https://coylehospitality.com/the_company/innovating-innovations/) - My car dealership recently sent me a survey after a service visit for which I had not been paired with the service technician I requested. I had already expressed my disappointment to the technician I was assigned that day, and to the cashier, but I still wrote a comment in the survey provided. Yesterday, I
- [Evaluators](https://coylehospitality.com/blog/1403/) - The following summarize the types of Quality Evaluator opportunities through Coyle that are currently available. Restaurant Mystery Shopping Coyle restaurant clients are reviewed by an evaluator and typically a guest. Clients are predominantly full-service upscale establishments with bars. Hotel, Timeshares, and Vacation Club Mystery Shopping These clients are most often reviewed by an evaluator and
- [Sunrise at the Oasis](https://coylehospitality.com/cruises/sunrise-at-the-oasis/) - I spent three days on the inaugural cruise aboard the Royal Caribbean Oasis. Unless you have been under a rock, you are aware that Royal Caribbean has deployed the largest cruise ship in history, just in time for vacationers seeking something new under the sun. In some ways, the Oasis of the Seas represents a
- [Stay Somewhere Different ](https://coylehospitality.com/blog/stay-somewhere-different/) - In the search for new experiences guests will soon have a few new hotels available. Two new entirely underwater hotels, one in Fiji and one in Dubai will soon join the Jules Undersea Lodge in Florida and the Huvafen Fushi Resort in the Maldives. The Travel Channel has regular programming on unusual hotels: Ice Hotels,
- [Outside the Box Training or Boxed In? ](https://coylehospitality.com/slug3_staff/outside-the-box-training-or-boxed-in/) - As Generation Y becomes more prevalent in the workforce, many companies talk about integrating social networking/technology into their employees’ modi operandorum. While the key word is ‘talk’ for many companies, savvier folks in this WSJ article like UPS have replaced textbooks and tests with videogames, a walking-on-ice-simulator, and an obstacle course for drivers to weave
- [Want to Produce Better Hospitality Leaders? Hire Teachers](https://coylehospitality.com/slug3_staff/want-to-produce-better-hospitality-leaders-hire-teachers/) - Elizabeth Green’s NY Times article, “Building a Better Teacher,” demonstrates that the qualities that make up a good teacher are the same ones that identify great professionals in business. In hospitality as an example, management educates staff members to become engaged and create memorable guest experiences that should ultimately lead to increased revenue generation and profitability.
- [Reputations at Stake, Companies Try to Alter Word of Mouth Online](https://coylehospitality.com/the_company/reputations-at-stake-companies-try-to-alter-word-of-mouth-online/) - As the definition of Web 2.0 continues to evolve at a breakneck pace, companies across all industries, including the hospitality industry, must be limber enough to play a game where the rules and the dynamics change practically every day. This Washington Post article highlights some of the opportunities and pitfalls of online word of mouth
- [Do-It-Yourself Dining at the Grand Hyatt](https://coylehospitality.com/blog/do-it-yourself-dining-at-the-grand-hyatt/) - This NY Times article describes another way a hotel has altered their guest experience. The Market is a food venue at the Grand Hyatt New York with a grab-and-go concept. It is connected to the lobby of the hotel, set to attract commuters and other foot traffic in addition to in-house guests. The article mentions
- [Align Employees with the Corporate Strategy](https://coylehospitality.com/slug3_staff/align-employees-with-the-corporate-strategy/) - Companies are making strategic adjustments to the changing economy so they are ultimately stronger in the future. This BusinessWeek article suggests that aligning employees with newly established core concepts will add to greater successes for the organization, as well as detail daily activities and action plans for continual improvements. In order for a company to
- [New luxury hotel in Chicago has no-tipping-necessary policy; rival says it's worth watching ](https://coylehospitality.com/blog/new-luxury-hotel-in-chicago-has-no-tipping-necessary-policy-rival-says-its-worth-watching/) - This USA Today’s Hotel Check-in discusses the no-tipping policy at the Elysian Hotel in Chicago by the hotel developer, David Pisor. Pisor discusses how the policy improves the guest experience. Pisor mentions that by offering a no-tipping policy, he eliminates pressure and hassle for guests. As Jessica discussed about spas in ‘Are you Comfortable?’ tipping
- [Virgin America’s Guide to Not Screwing Up Customer Service  ](https://coylehospitality.com/blog/virgin-america’s-guide-to-not-screwing-up-customer-service/) - What do you get when you combine ego, money, sexy women, and promotional ability? That’s correct; the newest television reality show entitled, “Fly Girls,” the latest addition to the Branson collection. Richard Branson’s airline, Virgin America, is yet another example of unique hiring practices and unsurpassed customer service, according to this bnet.com article. So how
- [Building organizational capabilities: McKinsey Global Survey results ](https://coylehospitality.com/the_company/building-organizational-capabilities-mckinsey-global-survey-results/) - This article about the recent McKinsey survey demonstrates the misalignment of fostering company strengths and execution of company training programs. They explored companies’ capabilities most critical to business performance and how they create and manage training programs that support them. Interestingly, 29% of respondents said their companies had not changed their training budgets despite the
- [Unreliable Behavior](https://coylehospitality.com/blog/unreliable-behavior/) - I just read Charles Jacobs' 'Management Rewired' which looks at the latest findings in neuroscience and applies them to leadership in the business world. In a nutshell, the author claims a lot of managers ignore that 'perception is everything' and that management staples like incentive programs and performance appraisals are often more harmful than
- [Spa Booking on the Go](https://coylehospitality.com/blog/spa-booking-on-the-go/) - Spas are really entering the technology age. Most spas are now scheduling their appointments on Millenium or other software, and are realizing that many Generation Y’ers can’t relax without knowing there is wi-fi access so they can check emails. Now SpaFinder has launched an iphone app. As outlined on the Life of Luxury blog this
- [Shake-Up in the Boardroom](https://coylehospitality.com/the_company/shake-up-in-the-boardroom/) - Just over one year ago, NY Times columnist Ben Stein wrote an article titled “Don’t Blame the Business Trip.” The article followed on the heels of some disparaging remarks from President Obama about business travel. Stein’s argument was that only the most productive employees of any company use hotels for business. Now, this Wall Street
- [There’s More to Customer Comfort than Leg Room](https://coylehospitality.com/blog/there’s-more-to-customer-comfort-than-leg-room/) - This article found on todayonline.com talked about how Singapore recently modified some seats in its public transportation system to offer riders more leg room, at an additional cost of course. Though intended to please customers, this action received harsh criticism from those whom for it was meant to appeal. Riders complained that because of the
- [Theaters Turn Up the Luxury](https://coylehospitality.com/the_company/theaters-turn-up-the-luxury/) - Here’s a fun fact: in 2009, movie ticket sales were $10.6 billion, which is the highest figure in history. This is despite—or more likely because of—a down economy; after all, movies offer an enjoyable, if not fleeting, escape from the stresses of real life. Now, major movie theater companies are developing ways to make the
- [Bayer AG:  How one company gets its employees innovating ](https://coylehospitality.com/the_company/bayer-ag-how-one-company-gets-its-employees-innovating/) - This Forbes article about Bayer AG’s system for encouraging and using employee suggestions to innovate the company, demonstrates how valuable an organized innovation program can be. The system, called "Triple-i: Inspiration, Ideas, Innovation." is much like a highly sophisticated suggestion box with a well-oiled system to decide which suggestions to follow and which not to.
- [Diamonds in the Census Mine](https://coylehospitality.com/slug3_staff/diamonds-in-the-census-mine/) - In Diamonds in the Data Mine, Gary Loveman’s (CEO of Harrah’s Entertainment) quintessential article about customer relationship management (CRM), he showed how Harrah’s gathered data about its customers to market effectively to them, increasing revenues. Through effective CRM, Harrah’s was not only able to tap into customers and leverage their loyalty into new revenue opportunities,
- [CMOs: Create a Customer Scorecard](https://coylehospitality.com/blog/cmos-create-a-customer-scorecard/) - Well-run companies measure their financial performance. They plan annual spending with a view of their return on investments and return on invested capital. They keep track of sales, staff turnover, debt, and administrative costs. These are essential to keeping a company “healthy,” but there is more that must be measured, and that is “customer health.”
- [Happy to be Going, Anywhere](https://coylehospitality.com/blog/happy-to-be-going-anywhere/) - In this article from Smart Money a group of researchers looked at the happiness levels of people who were taking a vacation and those that weren’t. They found higher happiness levels after a vacation only for those vacationers that rated their vacations as “very relaxing” which was a small group. One recommendation of this article
- [Most Innovative Company 2010 #40:  Aldi Sud  ](https://coylehospitality.com/blog/most-innovative-company-2010-40-aldi-sud/) - Yet another 'Top Something' List this week, this time from Fast Company about innovative companies. Like many readers, I guessed three of the top five without looking. (Does anyone ever say anything bad about Google?) Innovation is defined as a new way of doing something or something new that is useful. In that case, Google
- [Cruising 2010 ](https://coylehospitality.com/blog/cruising-2010/) - Luxury cruisers are also focusing less on stuff and more on experiences according to Mark Conroy the president of Regents Seven Seas speaking at the Luxury Travel Expo. Cruise guests are looking for more excursions and destinations as well as ways to learn while on board. On most cruises the opportunities to learn and experience
- [Fighting for VIP Loyalty ](https://coylehospitality.com/blog/fighting-for-vip-loyalty/) - This Reuters article describes how chains have targeted promotions to previously loyal Hilton customers after Hilton increased its number of loyalty points required for a free stay. It mentions that InterContinental will offer loyalty points to those who lost Hilton points, and Carlson will drop the minimum number of points need for a stay at
- [John Mackey’s Whole Foods Vision to Reshape Capitalism](https://coylehospitality.com/the_company/john-mackey’s-whole-foods-vision-to-reshape-capitalism/) - Recently, Jim Coyle commented on Aldi and Trader Joe’s, mentioning how along the lines of value, those two brands trump Whole Foods. This spurred me to recall a thought-provoking Fast Company article that I read a couple months ago about Whole Foods founder John Mackey and his struggles to align a values-driven vision with the
- [Joie de Vivre and the Art of the Hotel](https://coylehospitality.com/slug3_staff/joie-de-vivre-and-the-art-of-the-hotel/) - It has been said that people look like their dogs, homes reflect the personality of the owner, and in the case of Joie de Vivre Hotels, this article explains how properties are driven by employee decision making and superb guest satisfaction. Joie de Vivre prides itself on “identity refreshment” where the personalities of the hotels
- [10 Most Admired for Quality](https://coylehospitality.com/the_company/10-most-admired-for-quality/) - Fortune recently launched their ‘World’s Most Admired Companies’ survey. In the survey, Fortune asked businesspeople to vote for the companies they admired most, regardless of industry. In this piece, a smaller breakdown from the results, Fortune outlines the ten companies most admired for quality of products/services. On the list, in order, are Walt Disney, Intel,
- [The Guest Experience Stalemate ](https://coylehospitality.com/slug3_staff/the-guest-experience-stalemate/) - Hospitality companies are continually evolving to rely on automated processes and technology to enhance the guest experience. Online reservations have been in place for several years now, but more and more hotels have automatic check-in kiosks. The in-room TV is now a place for guests to order room service, request housekeeping supplies, book excursions and
- [A customer is not a prey you can poach](https://coylehospitality.com/blog/a-customer-is-not-a-prey-you-can-poach/) - The fact that economies are volatile is no surprise to any of us anymore While the hospitality industry took a hit over the last year from less consumer spending, those who did dine out were generally loyal to their favorite restaurants. That is to say, guests were still willing to spend but not outside of
- [What Do You Recommend? ](https://coylehospitality.com/blog/what-do-you-recommend/) - In our culture of ‘more is always better’ are we actually making customers less happy. This New York Times article examines the idea that too many choices not only complicate the decision making process of customers but also lead them to wonder if they might have been happier with one of the myriad other options
- [Small touches on restaurant leftovers make lasting impression ](https://coylehospitality.com/blog/small-touches-on-restaurant-leftovers-make-lasting-impression/) - This short article from the Pittsburg Post-Gazette mentions methods on how restaurants could offer a positive final impression.. The article points out restaurants, such as the L’Espalier in Boston and French Laundry in Yountville California, which offer parting gifts like cookies and chocolate. The article also suggests that restaurants could also package and present leftovers
- [Leadership Is Something You Decide to Do](https://coylehospitality.com/the_company/leadership-is-something-you-decide-to-do/) - There sure is a lot of stuff out there about leadership: lots of models, theories, theses, training courses, and so forth. At the end of the day, though, it does boil down to some pretty basic principles—principles that could likely be extracted out of just about every great leadership story or framework in existence. According
- [Xerox’s New Chief Tries to Redefine Its Culture ](https://coylehospitality.com/slug3_staff/xerox’s-new-chief-tries-to-redefine-its-culture/) - This NY Times article is about Ursula Burns, the latest CEO at Xerox, who scores two firsts with her new position. This is the first time an African American woman has been named CEO of a major company and the first time one woman has taken the reigns from another woman in the top company
- [Social Networking Not Enough for Good Customer Service](https://coylehospitality.com/blog/social-networking-not-enough-for-good-customer-service/) - In the last few weeks, I’ve posted articles exalting social media and its impact on your company. We’ve seen successful brands grow from marketing via Facebook and Twitter, but we must remember to be cautious of relying solely on these tools. As the saying goes, don’t put all your eggs in one basket. Bridget Carey,
- [Establish Brand Image in Online Media ](https://coylehospitality.com/blog/establish-brand-image-in-online-media/) - Brands are not tangible. According to Mahesh Murthy in this WSJ article, they exist in “the hearts and minds of people.” The brand is how your relevant audience perceives you. Taking these to be truths, then the internet is the most important place to grow and establish your brand. It’s cheaper than a TV ad,
- [Will Airlines and Passengers Call a Truce? ](https://coylehospitality.com/blog/will-airlines-and-passengers-call-a-truce/) - This NY Times article discusses the changing airline guest experience due to price sensitivity. Airlines started a la carte pricing methods, which airline passengers see as additional fees for services and items that used to be free. The article describes an interesting experience on a Virgin Atlantic flight to London. The company charges for desirable
- [The World’s Most Innovative Companies 2010 ](https://coylehospitality.com/the_company/the-world’s-most-innovative-companies-2010/) - I would be remiss not to draw attention to Fast Company’s recent release of The World’s Most Innovative Companies 2010. These are the movers and shakers, the companies out there doing things differently, attracting attention and making money in what has been deemed an economic crisis. The top four were fairly predictable, in order: Facebook,
- [Employees Reap Benefits of Loyalty – Owner Gives Multimillion Dollar Company to Workers ](https://coylehospitality.com/slug3_staff/employees-reap-benefits-of-loyalty-–-owner-gives-multimillion-dollar-company-to-workers/) - Bob Moore celebrated his 81st birthday with the gift of giving as he turned over his company, Bob’s Red Mill Natural Foods, to his 209 employees during a recent birthday celebration. This heartwarming story renews our faith in the American business system. The plan allows participants to take from The Employee Stock Ownership Plan (ESOP)
- [Hotel Annoyances:  Part 3](https://coylehospitality.com/blog/hotel-annoyances-part-3/)
- [Hotel Annoyances:  Part 2](https://coylehospitality.com/blog/hotel-annoyances-part-2/)
- [The $2 Guest Experience Killer](https://coylehospitality.com/blog/the-2-guest-experience-killer/) - My family gathers every year with another over the President's Day in Southern Vermont to do some skiing. Since the lodge we stay at is equidistant from Mt. Snow and Stratton, it is asked, "Where shall we ski?" To my astonishment, not one of the eight people in our group, not one, had a strong
- [Less Housekeeping, More Perks ](https://coylehospitality.com/blog/less-housekeeping-more-perks/) - This WSJ article mentions a new trend in the hotel guest experience. Hotels are offering discounts or rewards for guests who opt out of housekeeping service during the stay. For example, Starwood’s “Make a Green Choice” program offers $5 credit or 500 Starpoints. A spokesperson for Starwood mentions that 8.5% of guests take advantage of the
- [Toyota’s Plan to Repair Its Public Image](https://coylehospitality.com/the_company/toyota’s-plan-to-repair-its-public-image/) - We have all heard about Toyota’s recent mass recall of 12 different vehicle models. Recently, I was driving my non-Toyota along the interstate and heard a radio ad from Toyota, speaking about the recall. Predictably, the male voice on the radio apologized for the recall and assured listeners that dealerships were working extended hours to
- [What Makes a Great Leader? ](https://coylehospitality.com/the_company/what-makes-a-great-leader/) - In researching ‘The Company’, it seems that we keep circling back to leadership and what makes a great leader. This Wall Street Journal article by Alan Murray is entitled just that, “What Makes a Great Leader?” In it, many great leaders are mentioned in relation to their styles of leadership including visionaries such as Julius
- [Lone Wolf Leaders Just Don’t Get It ](https://coylehospitality.com/slug3_staff/lone-wolf-leaders-just-don’t-get-it/) - In recent ‘Staff’ articles we have discussed that dedicated employees give their companies a boost in profitability and productivity, which is all the more reason to keep employees engaged and connected with the business as a whole. In the ‘Lone Wolf Leaders Just Don’t Get it.’ article found on 4hoteliers, business leaders were questioned about
- [Brand Assessment of Toyota](https://coylehospitality.com/blog/brand-assessment-of-toyota/) - Toyota is being criticized for being slow to respond to problems found in several popular car models. While slow service recovery will surely affect the brand, the president is making strides to assuage the concerns of its customers. As Jen Vollmert stated recently in GuestIQ, Toyota’s president has been “apologetic, sincere and forthcoming.” But is
- [Chicken or the Egg: Service Recovery ](https://coylehospitality.com/slug3_staff/chicken-or-the-egg-service-recovery/) - There is no doubt that US Airways did a great job in the aftermath of the US 1549 miracle landing on the Hudson. In this BusinessWeek article, customers praised the “velvet-rope care US Airways employees provided following the forced landing—from the dry clothes, warm meals, and free hotel room they had waiting.” The airline even
- [Who is Minding the Store?](https://coylehospitality.com/blog/who-is-minding-the-store/) - Motivation maybe the most important management buzzword, because quite simply we are told, if you motivate your soft assets (people) to leverage your other ones, then you get big-time ROI. We saw a presentation this week from Daniel Pink about autonomy and the value of intrinsic motivators (great!) and external motivators (not so great). On
- [A Cable Service Experience and Joseph Jaffe’s New Book ](https://coylehospitality.com/blog/a-cable-service-experience-and-joseph-jaffe’s-new-book/) - Not long ago, I ordered cable service from a large national provider. The cable guy showed up on time, and the set-up went as scheduled. The next day, I found that the cable and internet were not working properly. I called the company only to get a busy signal. After an hour of repeated calls,
- [Money is (not) the ultimate motivator? ](https://coylehospitality.com/slug3_staff/money-is-not-the-ultimate-motivator/) - Earlier this week, we learned from Dan Pink that ‘autonomy’ is an important component of why people do the things they do. This Harvard Business Review article furthers our learning on motivation 3.0 by addressing ‘purpose’. The author’s main takeaway is bold: the reason someone is unmotivated is because they are paid to do so.
- [The Surprising Science of Motivation](https://coylehospitality.com/the_company/the-surprising-science-of-motivation/) - Do you have 19 free minutes in your day today? Let me re-phrase that: you need to free up 19 minutes in your day today, because you need to watch the Dan Pink talk. In case Dan Pink’s name is familiar, he used to be Al Gore’s speechwriter. In this particular speech, Dan explains why
- [Rolling Out the Yoga Mat ](https://coylehospitality.com/blog/rolling-out-the-yoga-mat/) - This NY Times article talks about how hotels and resorts are improving the guest experience and catering to the popularity of yoga by providing yoga classes. According to the article, while the previous hotel yoga programs used to be an on demand class on TV or a class with yoga masters at resorts, the yoga
- [Don’t let this happen at your Spa](https://coylehospitality.com/blog/don’t-let-this-happen-at-your-spa/) - What do your guests want? Well, let’s ask them. Coyle asks thousands of respondents a month to rate their hospitality experiences on a scale of 0-10. We then ask them to explain their score. The number they select, coupled with the explanation they give is considered by many to be the best way to gauge
- [Travel Trends:  ‘Transforcation’ ](https://coylehospitality.com/blog/travel-trends-‘transforcation’/) - In this Wall Street Journal World article The Era of the ‘Transforcation’ the writer described the travel trends for the leisure travel guest experience, such as transforcation and voluntourism. Transforcations are vacations in which travelers changes or transforms themselves. Guests may have certain goals, such as losing weight or learning a new language. The article
- [Talking to the Boss About Your Workload ](https://coylehospitality.com/slug3_staff/talking-to-the-boss-about-your-workload/) - Several experts quote stress as being a major cost to business. It affects employees and is one of the main causes of absence. Stress additionally results in reduced productivity, errors, and poor staff morale. Any business committed to peak performance and employee satisfaction should take stress and its consequences seriously. The good news is that
- [New INSEAD study reveals the business innovator's DNA](https://coylehospitality.com/the_company/new-insead-study-reveals-the-business-innovators-dna/) - This article, based upon research by INSEAD professor Hal Gregersen, Jeffrey Dyer of Brigham Young University and Clayton Christensen of Harvard, provides a look at business leaders and what makes them great innovators. It outlines the five key discovery skills you ‘need’ but points out that leaders do not necessarily excel in all skills. The
- [Build Your Customer Experience Roadmap](https://coylehospitality.com/blog/build-your-customer-experience-roadmap/) - What makes one brand more desirable than another? Bruce Temkin’s Forbes article provides the answer: better brands obsess about customer needs. Recently, Forrester Research ranked 133 US companies across 14 industries, using feedback from approximately 4,600 consumers. Barnes & Noble was at the top, while Marriott Hotels and Hampton Inn were close contenders. Despite high
- [Valuing Luxury](https://coylehospitality.com/blog/valuing-luxury/) - Steve Carli managing director at the Zig Chicago office mentions the need for staff to impress guests in this recent article in the NY Times about opening the new Elysian Hotel. He explains that luxury seekers value and pay for unique experiences. The goal at Elysian is for their staff to create remarkable experiences for
- [Fast Fact:  Restaurant Charitable Donations](https://coylehospitality.com/blog/fast-fact-restaurant-charitable-donations/) - According to the NRA’s 2009 industry forecast, 52 percent of adults “said they are likely to make a restaurant choice based on how much a restaurant supports charitable activities and the local community.”
- [World's Most Outrageous Guest Requests](https://coylehospitality.com/blog/worlds-most-outrageous-guest-requests/) - This Forbes article offers some examples of extreme guest requests stories from some veteran concierges. The article provides a few short stories of how the concierges were able to complete seemingly impossible tasks and provide a positive and memorable guest experience. Some of these tasks include the following: shipping a tiger to London and organizing
- [“The Three Ways of Great Leaders”](https://coylehospitality.com/the_company/“the-three-ways-of-great-leaders”/) - This FastCompany article describes how two Harvard Business School professors conducted an extensive study of great leaders of business. In doing so, they exposed a leadership attribute that had previously not received much attention: “contextual intelligence,” or the ability to understand and respond to the social, political, technological, and demographic forces of one’s time. Further,
- [Outstanding Value](https://coylehospitality.com/blog/outstanding-value/) - Last week in GuestIQ, we saw several pieces from Jessica Zike and Adam Bienvenu that show evidence that a guest's perception of value has become entwined with how they think about the experience overall. Basically, it is a mesh of economics, emotions, and sensibility. I found theNY Times article and the article on elmsluxuryfamilyhotels.com particularly
- [7 Ways to Build A Loyal Team](https://coylehospitality.com/slug3_staff/7-ways-to-build-a-loyal-team/) - As the economy changes, so does the manner in which loyalty is viewed. According to Daniel Pink, author of “Drive: The Surprising Truth About What Motivates Us,” employee loyalty can be described as vertical or horizontal. In a vertical setting,” The organization was on top and it provided security down to the individual.” Last week
- [Disney Quietly Working on $1 Billion-Plus “Next Generation” Technology Project ](https://coylehospitality.com/the_company/disney-quietly-working-on-1-billion-plus-“next-generation”-technology-project/) - This article about Walt Disney Co’s Theme Park division’s potential plans to utilize technology to enhance their guests’ experiences, provides an interesting look at what the future may hold. Under Nick Franklin, who dons the title, “executive vice president of next gen experience’ the project has been kept very quiet and details are not concretely
- [How an innovative company innovates management](https://coylehospitality.com/slug3_staff/how-an-innovative-company-innovates-management/) - How do you survive a downturn? Innovate the heck out of it…that’s the goal of one of the leading innovation consultancies out there today. Fahrenheit 212 is a young company with young consultants that boasts big name clients like Coca-Cola, Samsung, P&G, GM, Starbucks, Starwood, etc. For instance, Fahrenheit staff helped Samsung find create a
- [Connecting the Dots Around The Customer: It's the CMO's Responsibility](https://coylehospitality.com/blog/connecting-the-dots-around-the-customer-its-the-cmos-responsibility/) - David Cooperstein, writing for Forbes, says marketing executives must go beyond simply overseeing marketing programs. They must “own” the customer experience. Otherwise, the end result does not reflect marketing’s voice. For many organizations, this responsibility lies on the CMO, and he or she cannot simply push ads and promotions, but must reach the customer by
- [Supporting Spa Lifestyles ](https://coylehospitality.com/blog/supporting-spa-lifestyles/) - According to this article on elmsluxuryfamilyhotels.com, Spa-goers are looking for more beyond immediate relaxation. They are seeking advice to improve their body and well-being and maintain those changes. This includes spiritual treatments that provide transformative experiences: meditation, life goals, yoga, etc. The spa section of the 2010 Hotel Yearbook also outlines this trend. Current spa
- [“Shackleton’s Way”](https://coylehospitality.com/the_company/“shackleton’s-way”/) - In 1914, a Polar explorer named Sir Ernest Shackleton set sail for Antarctica, aiming to become the first to cross it. However, Shackleton and his 27 men never reached their goal. Instead, they became stranded in the Antarctic for nearly two years, suffering through the frigid cold with extremely limited provisions. What makes this one
- [Wowing Guests and Customers](https://coylehospitality.com/blog/wowing-guests-and-customers/) - In December, Jessica Zike and I ran one of our "What and Why" surveys asking over 400 people 'What recently Surprised and Delighted You?' and 'Why did it make an impression?' The goal was to find out some of the creative things companies are doing to 'wow' their guests/customers and to understand what it is
- [Rise of the Real-time Web ](https://coylehospitality.com/blog/rise-of-the-real-time-web/) - This USA Today article offered predictions for the top ten 2010 travel trends. One prediction is “The Rise of Real-Time Web” which points out real-time postings of travel experiences and a speedier response by companies and institutions. The article mentions that there are “flash sales” offered on Facebook and Twitter by airline companies, which is
- [On A Scale of 1 to 10, How Weird Are You? ](https://coylehospitality.com/slug3_staff/on-a-scale-of-1-to-10-how-weird-are-you/) - Tony Hsieh, chief executive of Zappos.com, discloses a few of his (10) ten core company values in this lighthearted Q & A New York Times interview. The message seems clear: If culture is given high importance, brand building and customer excellence will take care of itself. If the skills and experience are in place, the
- [Newly Frugal Generation Revives Discount Dining ](https://coylehospitality.com/blog/newly-frugal-generation-revives-discount-dining/) - Populous states like Florida, California, and New York are still maintaining unemployment figures teetering around 10%. Despite pundits boasting about our recovery and improving economy, chances are you still know people who are looking for work, who entertain ideas of “staycations,” and have memorized value menus around town. As someone in the hospitality industry, these
- [Fortune 500 Companies Using Social Media to Reach Customers](https://coylehospitality.com/blog/fortune-500-companies-using-social-media-to-reach-customers/) - Utilizing online media sites to promote brand awareness seems obvious by now. As Monica Ginsburg shows in this Crain’s article, there is methodology to marketing your brand successfully. She cites research company Gartner Inc.’s claim that 60% of Fortune 1000 companies with a web site will host an online community. Websites like Facebook and Twitter are
- [The Serendipity Engine – Web 2 Expo Speech](https://coylehospitality.com/blog/the-serendipity-engine-–-web-2-expo-speech/) - In previous GuestIQ-The Guest articles, we covered some horror stories with technology and social media. We pointed out the viral video The United Song. We also pointed out how, with social media, popular bloggers wield a scary amount of influence within their circles. Obviously, however, social media could also be beneficial to companies. In this
- [Calorie Counts Could Provide A Better Guest Experience](https://coylehospitality.com/blog/calorie-counts-could-provide-a-better-guest-experience/) - As I approached Wilmington, Vermont this holiday weekend, I thought of Applebee’s. I wasn’t hungry, and there isn’t an Applebee’s anywhere near the Southern Vermont metropolis of 2,400. You see, traffic from the ever-bulging Route 100 and Route 9 have become a veritable tourniquet in this small town, which used to be a good place
- [New Year’s Resolutions for Employee Retention  ](https://coylehospitality.com/slug3_staff/new-year’s-resolutions-for-employee-retention/) - There’s nothing like a New Year to focus the mind on achievements and goals you want to accomplish in the coming months. Now is the time to think ahead and take those active steps to achieve those goals. Our own associate, Adam, sets a good example by resolving to “be extra, extra careful” and helping
- [Experience vs. Purchase  ](https://coylehospitality.com/blog/experience-vs-purchase/) - In this economy are people seeking experiences over products? If so that would be good news for the hospitality industry. I am putting my economic recovery support dollars into services and experiences. I feel much better supporting my favorite local restaurant or massage therapist than spending money on another product that I don’t really need.
- [Hotel Guests Feel They Are Getting More for Their Money](https://coylehospitality.com/blog/hotel-guests-feel-they-are-getting-more-for-their-money/) - Market Metrix mentions that customer satisfaction was up slightly for hotels in the third quarter of 2009. The article mentions that scores for Value has gone up, which could reflect the discounted rates and value-adds that many operators have implemented since 2008. It mentions that Upscale Casinos and Luxury Hotels had the largest gains in
- [Redeeming Loyalty Points for Gifts for Christmas](https://coylehospitality.com/blog/redeeming-loyalty-points-for-gifts-for-christmas/) - Once in a while, something happens to you that seems isolated, and along comes an event that makes you realize that the seemingly unique event in fact connects you to millions of other people in ways you don’t expect. Last Friday, my wife asked me if we should redeem airline miles to buy a Wii
- [Shriver Report Names Deloitte Model Employer ](https://coylehospitality.com/slug3_staff/shriver-report-names-deloitte-model-employer/) - For the first time in history, women comprise 50% of the workforce. Dealing with this percentage has created new challenges. In this article, Deloitte was praised as a ‘model employer’ that consistently builds programs that recognize the vital role of women in their profession. Companies are providing women with opportunities to grow, innovate, and enhance
- [Chip Conley’s Musings](https://coylehospitality.com/the_company/chip-conley’s-musings/) - For those who have not yet had the introduction, Chip Conley is the CEO of Joie de Vivre Hospitality, which claims to be America’s second largest boutique hotel company. Chip Conley is a different kind of CEO, having written a book titled, “The Rebel Rules: Daring to Be Yourself in Business,” along with two other
- [Watching HGTV makes you a better manager?](https://coylehospitality.com/slug3_staff/watching-hgtv-makes-you-a-better-manager/) - The newest management mantra floating around the boardroom in time for 2010 is the idea of ‘design thinking’. Tim Brown, a leader in the field, calls it “a discipline that uses the designer’s sensibility and methods to match people’s needs with what is technologically feasible and what a viable business strategy can convert into customer
- [Build a Brand Unusual](https://coylehospitality.com/blog/build-a-brand-unusual/) - In the last year, even in a time of economic duress, companies began adopting initiatives to re-brand to appeal to socially conscious consumers. These consumers wanted to know how ethical and responsible a company is before giving them their business, and so businesses launched campaigns to show how “green,” how healthy, or how community-oriented they
- [Fixed Vacations](https://coylehospitality.com/blog/fixed-vacations/) - In this interview with Brent Handler from Exclusive Resorts found on Perspective Magaine, Brent Handler explains what clients are looking for from ER and how vacation clubs differ from timeshares and fractionals. Many members of ER are looking to avoid the additional maintenance costs of a second home and want the flexibility of visiting different
- [Paradox: The Best Way to Retain Staff is to Help Them Leave](https://coylehospitality.com/slug3_staff/paradox-the-best-way-to-retain-staff-is-to-help-them-leave/) - The goal of this WSJ article is to help employers retain their most talented employees. To keep the best performers happy, employers have to fulfill their staff’s needs for experience that can further their careers and make them more attractive on the job market. However, I don’t think the logic is counterintuitive. In fact, NOT
- [2010 Trends:  Hotels & Spas](https://coylehospitality.com/blog/2010-trends-hotels-spas/) - The internet is awash with 2010 trend reports so I want to make a nod to two of my favorites. In Andrew Freeman’s hospitality trends he mentions several trends concerning giving the guest that little extra something that brings them in or brings them back: • Bringing in celebrities in the field for a special night
- [Bad Behavior](https://coylehospitality.com/blog/bad-behavior/) - It’s hard to argue against the need for good customer service, especially in these times when it seems vital to appeal to guests’ demands. However, in this Boston Globe article, service-industry blogger Patrick Maguire suggests that the old adage “the customer is always right” is folly. Mr. Maguire states that the adage is antiquated because,
- [The Gambler Who Blew $127 Million](https://coylehospitality.com/the_company/the-gambler-who-blew-127-million/) - Of all the segments of the hospitality industry, casino hotels are probably the strangest. Whereas in hotels, restaurants, spas, cruises, and timeshares, the company’s objective is unquestionably to provide a memorable guest experience, casino hotels’ added variable of gambling can create a lot of animosity between the guest and the property. What is striking in
- [Spa Retail](https://coylehospitality.com/blog/spa-retail/) - According to the Spa/Salon Performance Index, retail seems to be one area where spas are not growing at this time. Spas may need to start looking at retail differently. If Valerie Jacobs is correct and customers are looking to participate in creating their own retail products, spas have a unique opportunity to participate in this
- [Grocery Shopping Patterns and 2010 Restaurant Menu Trends](https://coylehospitality.com/blog/grocery-shopping-patterns-and-2010-restaurant-menu-trends/) - In this HealthFocus International study found on yahoo finance, it describes how consumers with incomes over $75,000 have increasing their cost saving habits since April 2009. Here are some of its findings: - Eating out less at sit-down restaurants: 4 out of 5 are eating out at sit-down restaurants less, which is up 11%. -
- [68 Rules? No, Just 3 Are Enough](https://coylehospitality.com/the_company/68-rules-no-just-3-are-enough/) - These “Corner Office” interviews are always interesting and insightful. In this one, we hear from the CEO of Accenture, a company with 177,000 employees worldwide. What struck me the most about this interview was the story buried on the third page. Mr. Green first described how Accenture recruits, with its “critical behavior interviewing” and other
- [Thanksgiving 2009:  Airlines-1, Hotels-0](https://coylehospitality.com/blog/thanksgiving-2009-airlines-1-hotels-0/) - I had three distinctly unique customer service experiences that involved the telephone this holiday weekend. It wasn't until I got home and digested the three experiences that I found the common thread. Experience #1: I waited in line for no less than eight minutes (in my business you tend to time things like this) to
- [Women in the Workplace: Happiness is not the issue.  ](https://coylehospitality.com/slug3_staff/women-in-the-workplace-happiness-is-not-the-issue/) - In a recent interview with Ella Edmondson Bell of the Tuck School of Business at Dartmouth, the question was raised regarding differences in happiness for men and women in the workplace. The blogger quoted that 84% of women considered leaving their jobs, versus 40% of men. I am not sure the professor answered the question
- [Leaning on the Staff to Improve HOSPITAL-ity Experiences](https://coylehospitality.com/slug3_staff/leaning-on-the-staff-to-improve-hospital-ity-experiences/) - In recent years, hospitals have begun to adapt “Lean” principles in their operations. "Lean" is a set of management practices made famous by Toyota. Very simply, there are two parts to running a Lean operation: part #1) eliminate waste and activity that does not add value, and part #2) have respect for people. Hospitals applying
- [Looks Who’s Stalking Wal-Mart](https://coylehospitality.com/blog/looks-who’s-stalking-wal-mart/) - Emphasizing value has become the focus of many services during the economic downturn, but how does a company do this without “cheapening” its brand image? Big box retailers like Wal-Mart are behemoths selling goods ranging from groceries to hunting supplies. While it is convenient to buy apples and guns in one place, there is a
- [Value, Value, Value](https://coylehospitality.com/blog/value-value-value/) - The good news: consumers expect to eat out as much as in the past. The bad news: they plan on paying 20% less when they do so. Current consumers still want to eat out but they are not looking for luxury according to AlixPartners. As a result we see a rise in fast casual restaurants.
- [New TVs signal enhanced guest experience, costs for operators](https://coylehospitality.com/blog/new-tvs-signal-enhanced-guest-experience-costs-for-operators/) - Previously in this GuestIQ article, I noted a 4hoteliers article that mentions that guests expect more technology in the room, which includes an integrated technology, television, and entertainment system in the guestroom. This Hotel News Now article describes the new TVs signal and its benefits and costs to hotel operators. LG Electronics and Panasonic spokespeople
- [Authentic Social Responsibility in Hotel Companies](https://coylehospitality.com/the_company/authentic-social-responsibility-in-hotel-companies/) - Around the holidays, many hospitality companies become more vocal about their charity programs and nonprofit partnerships. And to some of us, this might ring a little inauthentic, since it seems like social responsibility is a discussion topic only consumers’ sensitivity is heightened. Kimpton Hotels, on the other hand, has always sounded awfully sincere in their
- [Five Signs You May Be a Bad Coworker](https://coylehospitality.com/slug3_staff/five-signs-you-may-be-a-bad-coworker/) - In previous segments, many of The Staff articles have addressed employee retention and the need to keep people happy at their job. What about working well with others? While we spent time thinking of ourselves and our needs, what is happening to those we work with, even if they are not seated at the next
- [Baseball and Hiring by Personality](https://coylehospitality.com/slug3_staff/baseball-and-hiring-by-personality/) - Zack Greinke recently won the coveted Cy Young Award in baseball and will rise to fame and get a lot of well-deserved attention. However, the author in this Huffington Post article points out that Greinke has been treated for Social Anxiety Disorder (he’s a shy-guy) and dreads having to deal with fame, attention, publicity, etc.
- [Building a Brand of the Changing World and Saving Money.](https://coylehospitality.com/blog/building-a-brand-of-the-changing-world-and-saving-money/) - Coca-Cola Co. plans to double its business in the next ten years by catering to the billion people expected to enter the middle class by 2020. The company forecasts revenues reaching $200 billion by that time by reducing costs and selling to emerging markets. In BusinessWeek, Coca-Cola CEO Muhtar Kent cites growth in China and
- ['Guest Service' is the Real Myth](https://coylehospitality.com/blog/guest-service-is-the-real-myth/) - Jim Sullivan dishes on the ‘12 Myths of Customer Service’ found on the very useful website www.fohboh.com. Like every other list out there, it includes some gems and some filler that is clearly there to just make sure the list has a round number like 5, 7, 10, or 12. What bugged me most about
- [Interview with Jeffrey Katzenberg, CEO of DreamWorks](https://coylehospitality.com/the_company/interview-with-jeffrey-katzenberg-ceo-of-dreamworks/) - Once a week, in his “Corner Office” column, Adam Bryant of the NY Times interviews a Chief Executive about leadership issues. This week, Jeffrey Katzenberg, CEO of DreamWorks, discussed, among other topics, why it is important to respect other people’s time. Time truly is one of our scarcest and thus most precious resources. Time passes
- [Things your staff gotta know…](https://coylehospitality.com/slug3_staff/things-your-staff-gotta-know…/) - Problem: It can be very difficult for your staff to be knowledgeable about an expansive range of topics that may come up in guest interactions. Your staff’s innocent responses to innocent questions can dramatically affect the guest experience. For example, these interactions below are real things I have experienced either as a guest or an
- [Corporate Layoffs: Did they get rid of the wrong people? ](https://coylehospitality.com/slug3_staff/corporate-layoffs-did-they-get-rid-of-the-wrong-people/) - Hospitality experts are starting to believe there is a light at the end of the tunnel. Hiring becomes a unique phenomenon after a recession, since more qualified people are available and companies can secure them at a lower salary. Is cheap always the right answer? While it is known that the ‘best of the best’
- [2009 European Hotel Guest Satisfaction Study](https://coylehospitality.com/blog/2009-european-hotel-guest-satisfaction-study/) - JD Power has released it’s 2009 European Hotel Guest Satisfaction Study. Overall hotel guest satisfaction increased in Europe as it did in their North American Study earlier this year. The most cited reasons for selecting a hotel: • Convenience/location (48%) • Price (41%) • In the upper upscale hotel segment, hotel reputation (44%) This report
- [Kids’ menus? Oh grow up!](https://coylehospitality.com/blog/kids’-menus-oh-grow-up/) - This Boston Globe article mentions that even though the trend of nutritionally balanced kids’ dishes was ranked Number 4 in the National Restaurant Association’s hot trends for 2009, restaurants often just serve the typical kid’s menu with chicken fingers and mac and cheese. It mentions that fruit/vegetables usually are not on the kids' menu too,
- [100 Things Restaurant Staffers Should Never Do (Part 1)](https://coylehospitality.com/blog/100-things-restaurant-staffers-should-never-do-part-1/) - In The New York Times section of 'You're the Boss', Author Bruce Buschel puts together a list of "100 things that Restaurant Staffers Should Never Do." This is Part-1 which lists 50 things. This is interesting because while the author has a lot of experience with complex 'productions' like film and theater, he apparently has
- [Too Much Beef: Why Arby’s is so low on the restaurant food chain.   ](https://coylehospitality.com/blog/too-much-beef-why-arby’s-is-so-low-on-the-restaurant-food-chain/) - The recession - which is arguably over - left many consumers resorting to inexpensive values at fast-food restaurants. McDonald’s came out of the downturn seemingly unscathed, but others were not as fortunate, namely Arby’s. For me, the restaurant was always a gag on the Simpsons, a place not even the ravenous Homer would try. While
- [Giving Your Guests an Earful](https://coylehospitality.com/blog/giving-your-guests-an-earful/) - Travel and Leisure writer Peter Jon Lindberg goes on what can only be called a rant about music that is played in public areas of hotels, restaurants, spas, and airports. Interestingly, he mentioned 'Lady in Red' which in fact ruined an experience for me once. I not only hate that song, but once heard, it
- [A management guru leads an overhaul of some iconic fast-food chains  ](https://coylehospitality.com/blog/a-management-guru-leads-an-overhaul-of-some-iconic-fast-food-chains/) - This article from The Economist outlines Yum! Brand’s CEO Dave Novak’s initiative to create a single global entity that emphasizes “constant innovation.” Fast-food is not known for investing much in its workers, but as the parent company of KFC, Pizza Hut, and Taco Bell, Yum! has 1.4 million employees in 112 countries, so Mr. Novak
- [Hotel Annoyances:  Part 1](https://coylehospitality.com/blog/hotel-annoyances-part-1/)
- [Hotel Annoyances:  Hair on the Vanity](https://coylehospitality.com/blog/hair-on-the-vanity/)
- [Recipe for success:  Credit crunch put focus back on customer says Chef Gordon Ramsay.](https://coylehospitality.com/blog/recipe-for-success-credit-crunch-put-focus-back-on-customer-says-chef-gordon-ramsay/) - This article from Canwest News Service reports on and interview with Gordon Ramsay who has an interesting perspective on customer needs in this economy. Ramsay emphasizes that a restaurant is not for chefs it is for customers and needs to reflect the region. "Customers don't want to see half the menu laced with awful truffle
- [WiFi, RFID, and the Guest Experience  ](https://coylehospitality.com/blog/wifi-rfid-and-the-guest-experience/) - Previously on GuestIQ, Jim noted the CNN article “Is the iPhone hurting AT&T’s Brand” and pointed out that Wi-Fi support could hurt hotels similar to how the iPhone may be hurting AT&T’s brand. In the 4hoteliers article, the article mentions that guests’ expectations are growing. Guests today expect more technology in the room, such as
- [The Pay at the Top](https://coylehospitality.com/the_company/the-pay-at-the-top/) - We sure do hear a lot about executive compensation in the business world. Though executive salaries are not as discussed, nor disclosed, in the hospitality industry, they are likely being carefully scrutinized for 2010. A few things jumped out at me in this fun, interactive table from NY Times showing pay for 200 CEOs of
- [The Shocking Truth About Your Image](https://coylehospitality.com/slug3_staff/the-shocking-truth-about-your-image/) - We all have heard the saying, "A picture is worth a thousand words." In this article, Jeff Mowatt discusses what that old adage means for guest perception in relation to staff image. Companies are cautioned to have a written dress code for employees since judgments are made based on "visual expectations." The idea is to
- [Courageous Decision Making – Quit Being a Wimp and Lead](https://coylehospitality.com/the_company/courageous-decision-making-–-quit-being-a-wimp-and-lead/) - In this article, thoughtleadersllc.com’s, Mike Figliuolo (training consultant), sounds the battle cry for leaders to stand up and be the ‘courageous’ decision maker that will drive their company forward while their competition continues to ‘hunker down’ waiting for the storm to pass. Mr. Figliuolo, in an animated fashion, cheers for leaders to get excited, and
- [Top five interviewing questions from folks in the Corner Office](https://coylehospitality.com/slug3_staff/top-five-interviewing-questions-from-folks-in-the-corner-office/) - Whether you’re on the hiring or job-hunting end, how would you like to learn what some of the best business minds in America ask during interviews? Corner Office, a feature by Adam Bryant in the Sunday Business section of The New York Times, offers highlights from conversations about leadership and management. Here is a list
- [Poor customer service hits dealer profitability](https://coylehospitality.com/blog/poor-customer-service-hits-dealer-profitability/) - The average UK car dealership loses up to £70,000 (approximately $115,000) per year based on poor customer service reports MotorTrader.com. It is specifically the after-sales services that affect profitability. Research conducted by Shell Lubricants, based on 180,000 customer-service surveys, found the following: • 47% of customers were unhappy with service efficiency. • 24.6 % were
- [Response to "Ivanka Trump on Building a Brand"](https://coylehospitality.com/blog/response-to-ivanka-trump-on-building-a-brand/) - Last week, BusinessWeek published an excerpt from Ivanka Trump's new book The Trump Card: Playing to Win in Work and Life, in which she offers advice on building a successful brand. In it she offers 10 strategies (e.g. "Make sure your team understands your mission, your vision, and your objectives" and "Focus on customer service"
- [PR Playoffs ](https://coylehospitality.com/the_company/pr-playoffs/) - One of the issues we ponder in ‘The Company’ is what makes a brand. An important means of branding is Public Relations, which is essentially the art of getting other people to talk about you. Though light-hearted in tone, this Chef’s Tales blog article illuminates a much more serious question: at what point does PR
- [Hotel Hospitality Training Tips For The Era Of Social Networking ](https://coylehospitality.com/slug3_staff/hotel-hospitality-training-tips-for-the-era-of-social-networking/) - Enough with the horror stories! We have all heard the cringing examples of unsatisfied guests posting, tweeting, wall-writing, or blogging about their bad experiences online. The first half of this HospitalityNet article summarizes social networking in the hospitality context, most of which we have covered on Guest IQ, and cites some popular examples (like the
- [A Desk is a Dangerous Place…](https://coylehospitality.com/blog/a-desk-is-a-dangerous-place…/) - ….to view your restaurant from. In my interview with Kelley Jones, he emphasized how vital it is that restaurant managers be on the restaurant floor interacting with guests as evidenced by the statement above which is on a sign that hangs in his office. This axiom also applies to front desk managers, spa directors, and
- [Employer Branding and Employee Branding](https://coylehospitality.com/slug3_staff/employer-branding-and-employee-branding/) - The first article found on authenticorganizations.com, is a back to basics comparison of the two. EmployEE branding is inward; it’s about influencing and motivating employees according to the company’s culture. EmployER branding is outward and actually has to come before the EmployEE, as this is where the company crafts a sense of the organization and
- [Getting a handle on what drives women to buy](https://coylehospitality.com/blog/getting-a-handle-on-what-drives-women-to-buy/) - This article provides an overview of two books recently released about women consumers. “Women Want More” by Michael J. Silverstein and Kate Sayre suggests that the economic recovery will be in the hands of women who control the majority (72% in the US) of consumer spending. “Why She Buys” by Bridget Brennan details the psychology
- [Study finds gap in consumers' green attitudes, actual behavior at hotels ](https://coylehospitality.com/blog/study-finds-gap-in-consumers-green-attitudes-actual-behavior-at-hotels/) - Green initiatives has been an increasingly important issue when asking the question, “What do hotel guests want?” According to a Virginia Tech study found on hotelsmag.com, a hotel guest interested in green initiatives may not follow environmentally friendly behavior at home. The article shows differences in behaviors for recycling, conserving water, and conserving energy when
- [Spot Your Superman: Talent Management in the Hotel Industry](https://coylehospitality.com/slug3_staff/spot-your-superman-talent-management-in-the-hotel-industry/) - This article by Pooja Vir of HVS Executive Search discusses the strengths, determination, loyalty, and commitment that make certain employees stand out and lead the company. The idea of having a talent plan similar to the way you have an operating budget is a worthy idea to consider. According to the hospitality experts interviewed, tools
- [ACT Trendline Blog:  I'm telling on you, II](https://coylehospitality.com/blog/act-trendline-blog-im-telling-on-you-ii/) - Most of you have probably seen the video in this link but I think it is a good example of how customers are using the internet to fight back against poor customer service. Customers are using specifically social media to disseminate information about their experience, as we have seen clearly in the hospitality industry through
- [Maytag Crosses Popular Blogger, Gets Spun Dry](https://coylehospitality.com/blog/maytag-crosses-popular-blogger-gets-spun-dry/) - Last week, Jessica pointed out the United song and the effects on social media. The songwriter made a song about his complaint with United, put it on YouTube, and received over 5.6 million views. In this InformationWeek article, Heather Armstrong, the blogger of Dooce, put her complaint with Maytag washing machines on her blog. She
- [George McKerrow of Ted's Montana Grill:  Importance of the Restaurant Industry in Our Society](https://coylehospitality.com/blog/restaurants-article-of-the-week/) - George McKerrow, CEO of Ted's Montana Grill, wrote an excellent piece in ajc.com about why the restaurant industry is so vital to our economic and social fabric. He states that 1 out of 10 employed Americans work in restaurants, a vivid reminder that the government should carefully consider which industries it bails out. McKerrow reminds
- [2009 North America Hotel Guest Satisfaction Study](https://coylehospitality.com/blog/2009-north-america-hotel-guest-satisfaction-study/) - This article by J.D. Power discusses how, despite cost cutting programs in hotels, guest satisfaction actually improved in 2009. Hotels are accomplishing this by focusing on providing extraordinary guest service consistently regardless of rate discounts and possible staff declines. “Hotel guests want the comforts of home at a competitive rate,” said Michael Drago, director at
- [Video: Danny Meyer’s Speech on His Book--Setting the Table ](https://coylehospitality.com/slug3_staff/video-danny-meyer’s-speech-on-his-book-setting-the-table/) - Danny Meyer’s is arguably one of the leading authorities on delivering a great guest experience. His secrets, discussed fully in his book Setting the Table, all stem from the overarching notion of service vs. hospitality. In the video, Meyer starts by explaining great hospitality is ‘how staff make people feel during the delivery of service—the
- [Parsing the comfort food menu](https://coylehospitality.com/blog/parsing-the-comfort-food-menu/) - The Center for Culinary Development (CDC, http://www.ccdsf.com), a food and beverage product development company, recently took a look at consumer behavior and how it relates to ‘comfort food’ in a study of over 3,700 customers. The CDC looked at the comfort food preferences of different demographic groups they described as Boomers (49 to 63), Gen
- [What Service Customers Really Want](https://coylehospitality.com/blog/what-service-customers-really-want/) - This Harvard Business Publishing article discusses the importance of guests being able to reach knowledgeable employees on first contact. Although the article studied call centers, it stresses importance of how hotel and restaurant employees need to be able to efficiently handle requests, inquiries, and complaints on their first shot. Guests may not want to be
- [Customer Feedback is a Two-Way Speech](https://coylehospitality.com/blog/customer-feedback-is-a-two-way-speech/) - This article by Gary Schwartz reminds us that guest feedback is a dialogue and that a healthy dialogue with anyone can be ruined when one party simply drops out of the conversation unexpectedly. You begin a conversation by asking someone how they feel about you, and after they give you a detailed and thoughtful answer,
- [Surveys: Staff, service indicators of satisfaction](https://coylehospitality.com/blog/surveys-staff-service-indicators-of-satisfaction/) - This HotelWorldNetwork article summarizes three customer satisfaction studies this year: The J.D. Power and Associates 2009 North America Hotel Guest Satisfaction Study, the Market Metrix Hospitality Index, and the American Customer Satisfaction Index from the University of Michigan. The author points out that the results of the studies differ, probably due to the different timeframes
- [QSR Loyalty Programs Can’t Afford to Stay Insignificant  ](https://coylehospitality.com/blog/qsr-loyalty-programs-can’t-afford-to-stay-insignificant/) - As the economy slowly makes its way out of the recession, quick-service restaurants will see changes in consumer spending habits. As the economy improves, consumer frugality can diminish, and a QSR may not be their next stop. Last week in GuestIQ, an article about Harrah’s Resort’s guest loyalty program showed it is a great success,
- [Fast Fact:  Women and Sweets](https://coylehospitality.com/blog/fast-fact-women-and-sweets/) - 51% of women favor sweets while only 36% for men. Read about it here: http://blog.consumerexpert.org/2009/08/parsing-comfort-food-menu.html
- [Is the iPhone hurting AT&T's brand? ](https://coylehospitality.com/blog/is-the-iphone-hurting-atts-brand/) - Last week, Guest IQ looked at loyalty and social networks. As I looked closer at these subjects, I found this thought-provoker on CNN.com. Marguerite Reardon points out that the Iphone has impressive loyalty; 90% of its users would recommend it to a friend. However, she states half of Iphone users would defect from AT&T if
- [Hospitality Executives Under Stress During Stressful Times Need Executive Stress Solutions](https://coylehospitality.com/slug3_staff/hospitality-executives-under-stress-during-stressful-times-need-executive-stress-solutions/) - Stress in the workplace is not a new concept, yet these turbulent times have made it something that is now readily discussed and proactively recognized and treated. How do executives manage their own stress, not have it affect the work of other employees, and make sure that guests still receive impeccable service when they too
- [A Little Reminder of How Far Apple Has Come](https://coylehospitality.com/the_company/a-little-reminder-of-how-far-apple-has-come/) - Last week we talked about Google. While we’re on the technology bandwagon, let’s talk about another icon of vision and innovation: Apple. Yet, unlike Google, which seems to have an infinitely upward trajectory toward success, Apple has floundered a bit. (In the vein of Kevin’s coverage of Kanter last week, everything can look like a
- [Managers Prepare for the Upturn](https://coylehospitality.com/the_company/managers-prepare-for-the-upturn/) - For those hospitality operators who have been forced to strip it down to bare bones, this video offers some timely insights about putting things into place as you rebuild, hire and gear up for whatever the new normal is. For other managers, it is blunt reminder that the business culture you may have inherited or
- [Employee Branding That Rocks](https://coylehospitality.com/slug3_staff/employee-branding-that-rocks/) - This article illustrates how a company uses ‘employee branding’ to take human resource management to the 21st century. This goal of this concept is to have employees internalize the brand image and become motivated to project that image to guests. The front line employees of our generation have evolved, and likewise companies need to innovate
- [Q&A with the author of “Supercorp: How Vanguard Companies Create Innovation, Profits, Growth and Social Good,”](https://coylehospitality.com/the_company/qa-with-the-author-of-“supercorp-how-vanguard-companies-create-innovation-profits-growth-and-social-good”/) - A thought provoking interview with author of Supercorp: How Vanguard Companies Create Innovation, Profits, Growth and Social Good. This Harvard Business School Q&A dives into the emerging concept/business model of the purpose-driven company, which are vanguard companies who care as much about creating value for society as they do about the value created for shareholders
- [“Google Is Up To Watt?” and “Google’s Power Play”](https://coylehospitality.com/the_company/“google-is-up-to-watt”-and-“google’s-power-play”/) - In the past few weeks in the ‘Company’ segment, we have talked a lot about vision: namely, companies that are aligning their actions with their visions in a quest to deliver a quality customer or guest experience. We have also seen some great innovations: a brewing company giving bikes to employees and a bar operator
- [The Wegmans Way](https://coylehospitality.com/slug3_staff/the-wegmans-way/) - My strategy this week was to do a reverse engineered approach to source my article. Forbes recently came up with the Top 100 Best Companies to work for in 2009, and I noticed that Wegmans continues to be among the top five for several years in a row. I asked myself, “How does a supermarket,
- [Cutting Staff Turnover for a Better Guest Experience](https://coylehospitality.com/blog/cutting-staff-turnover-for-a-better-guest-experience/) - Understood in business is the axiom that happy staff translates to happy customers. A derivative of this axiom is unhappy workers will quit. Brendan B. Read’s article from TMCnet.com focuses on retaining labor and reducing staff turnover. While the article focuses primarily on contact centers, his investigation is relevant to the hospitality industry because not
- [Foster Wow Moments by your staff](https://coylehospitality.com/the_company/foster-wow-moments-by-your-staff/) - In this short video found on BusinessWeek, Joseph Michelli, best-selling author (“The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary; The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company”), focuses on the idea of “Wowing Customers” and how these instances can and should be
- [Innovative Employee Program that Promotes Company’s Core Culture](https://coylehospitality.com/the_company/innovative-employee-program-that-promotes-company’s-core-culture/) - In Tuesday’s (9/22) addition of Coyle’s ‘The Company’ segment, Jennifer Vollmert discussed McKinsey & Company’s “Leadership Lessons for Hard Times.” One of the key points from this article was on the importance of building and protecting a company’s culture, even in tough economic times. In today’s segment, I wish to dig deeper into the idea
- [Fundamentals for Retaining Quality Staff](https://coylehospitality.com/slug3_staff/fundamentals-for-retaining-quality-staff/) - Hiring valuable hospitality staff and training them to meet the demands of the guest is agreeably a vital part of best practices in any economy. According to research by Cornell University faculty, the turnover cost for a line level position could be estimated at $6000. Are there ways to attract quality staff members and retain
- [U.S. Carmakers Make Strides in Customer Satisfaction ](https://coylehospitality.com/blog/u-s-carmakers-make-strides-in-customer-satisfaction/) - This article in the NY Times talks about how the American auto makers have made unusual strides recently in the University of Michigan's Customer Satisfaction Index. At GuestIQ, we looked at two studies in Guest Satisfaction last week, and this article illustrates how the statistics can be misleading. Improved Customer Satisfaction with US cars? Huh?
- [Rebrand and Regain Trust](https://coylehospitality.com/blog/rebrand-and-regain-trust/) - With the economic meltdown and the many sources available for online chronicling, companies must rebrand to win back consumer trust. A September 2009 article from BusinessWeek reports large corporations like AmEx must produce ads that resonate differently, that show they are not greedy villains but another entity that helps keep the American economy afloat. McDonalds
- [Leadership Lessons for Hard Times](https://coylehospitality.com/the_company/leadership-lessons-for-hard-times/) - Last week, in Coyle’s ‘The Company’ segment, we discussed the importance of aligning action and values, and a feature about “Wow” customer moments demonstrated that, even in times of prosperity, to bring a company’s values to life requires continued, concerted effort. But what about in times of economic hardship? In an article by McKinsey &
- [The CEO As Storyteller In Chief](https://coylehospitality.com/the_company/the-ceo-as-storyteller-in-chief/) - This interesting Forbes article explains how in the business world, many successful top executives are good storytellers. They entice us with their stories by passionately telling us how they started their businesses, what they stand for, and where they are going. Stories have the power to engage and inspire employees, customers, and shareholders while allowing them
- [Radisson Orlando Lake Buena Vista was recently rated the #1 Orlando Hotel on Tripadvisor.com. Here, they reveal the secrets to great customer service. ](https://coylehospitality.com/blog/radisson-orlando-lake-buena-vista-was-recently-rated-the-1-orlando-hotel-on-tripadvisor-com-here-they-reveal-the-secrets-to-great-customer-service/) - While room rates are a major focus for trip planners, recent studies by Harvard Business publishing present something more fascinating: guest satisfaction is a large contributor to guests’ decision to book a hotel or not, regardless of the room rate. Guests are likely to return to their favorite hotel despite the rates at a given
- [Hotels, restaurants teach employees skills aimed at building patrons loyalty](https://coylehospitality.com/slug3_staff/hotels-restaurants-teach-employees-skills-aimed-at-building-patrons-loyalty/) - This article found in Nashville Business Journal discusses how hotels and restaurants in Tennessee are attempting to stay afloat by creating memorable guest experiences with less employees. Also discussed is the dynamic of how guests are apparently more stressed out during the current economic climate and are thus creating unique demands on already reduced staff.
- [Book Review:  Four Seasons The Story of a Business Philosophy](https://coylehospitality.com/blog/book-review-four-seasons-the-story-of-business-philosophy/) - Summary Isadore Sharp provides a chronological account of his life, taking us from his youth in Toronto to present day. As expected, the book charts the rise of the Four Seasons hotel company, but much of the most interesting storytelling is in the first seven chapters where Mr. Sharp talks about learning his father's construction
- [Magic Johnson's Captivating Customer Service](https://coylehospitality.com/blog/magic-johnsons-captivating-customer-service/) - This captivating article from CNN explains the success story of Magic Johnson. Sixteen years after retiring from basketball, Johnson is successfully operating Magic Johnson Enterprises, a private Los Angeles-based company. He works with local entrepreneurs to open franchises in inner-city neighborhoods across the U.S. and signed a unique deal with Starbucks. He attributes his successes

## Pages

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- [Rio de Janeiro: The Marvelous City](https://coylehospitality.com/rio-de-janeiro-the-marvelous-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Rio de Janeiro.
- [Sacramento: A Beautiful River City](https://coylehospitality.com/sacramento-a-beautiful-river-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Sacramento.
- [Fresno: A City on the Rise](https://coylehospitality.com/fresno-a-city-on-the-rise/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Fresno.
- [Mesa: Adventures in the Gateway City](https://coylehospitality.com/mesa-adventures-in-the-gateway-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Mesa.
- [Albuquerque: Discover the Duke City](https://coylehospitality.com/albuquerque-discover-the-duke-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Albuquerque.
- [Valet Parking Mystery Shopping](https://coylehospitality.com/mystery-shopping-services/parking/) - Coyle Hospitality Group provides valet parking mystery shopping that turn parking operators into market leaders through customized programs and actionable feedback.
- [Milwaukee: Have Fun in Cream City](https://coylehospitality.com/milwaukee-have-fun-in-cream-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Milwaukee.
- [Baltimore: Adventures in Charm City](https://coylehospitality.com/baltimore-adventures-in-charm-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Baltimore.
- [Memphis: Home of the Blues](https://coylehospitality.com/memphis-home-of-the-blues/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Memphis.
- [Louisville: Great Times in Derby City](https://coylehospitality.com/louisville-great-times-in-derby-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Louisville.
- [Lagos: Enjoy the Center of Excellence](https://coylehospitality.com/lagos-enjoy-the-center-of-excellence/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Lagos.
- [Buenos Aires: Paris of South America](https://coylehospitality.com/buenos-aires-paris-of-south-america/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Buenos Aires.
- [Istanbul: City of the World's Desire](https://coylehospitality.com/istanbul-city-of-the-worlds-desire/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Istanbul.
- [Cairo: The City on the Nile](https://coylehospitality.com/cairo-the-city-on-the-nile/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Cairo.
- [Detroit: Motors and Motown](https://coylehospitality.com/detroit-motors-and-motown/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Detroit.
- [Oklahoma City: Enjoyment Awaits](https://coylehospitality.com/oklahoma-city-enjoyment-awaits/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Oklahoma City.
- [Nashville: The Music City Experience](https://coylehospitality.com/nashville-the-music-city-experience/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Nashville.
- [El Paso: Enjoy Yourself in Sun City](https://coylehospitality.com/el-paso-enjoy-yourself-in-sun-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in El Paso.
- [Consulting](https://coylehospitality.com/mystery-shopping-services/consulting/) - Coyle's network of consultants provide customized solutions to support excellence across your organization.
- [Compliance](https://coylehospitality.com/mystery-shopping-services/compliance/) - Global Compliance Auditing Franchise Compliance Make sure your franchisees maintain brand integrity, uphold purchasing agreements, accurately report financials, and maintain integrity. We work with all types of franchises including: service businesses, restaurants, hotels, healthcare, real estate and more. A custom-designed audit program is easy to set-up. With minimal franchisor effort, Coyle can construct an actionable
- [Shanghai: Experience the Magic City](https://coylehospitality.com/shanghai-experience-the-magic-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Shanghai.
- [Charlotte: Experience the Queen City](https://coylehospitality.com/charlotte-experience-the-queen-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Charlotte.
- [Columbus: Adventure in Arch City](https://coylehospitality.com/columbus-adventure-in-arch-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Columbus.
- [Sao Paulo: Enjoy the Charm of Sampa](https://coylehospitality.com/sao-paulo-enjoy-the-charm-of-sampa/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Sao Paulo.
- [Jacksonville: The River City Experience](https://coylehospitality.com/jacksonville-the-river-city-experience/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Jacksonville.
- [Indianapolis: The Crossroads of America](https://coylehospitality.com/indianapolis-the-crossroads-of-america/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Indianapolis.
- [Delhi: Your Adventure Awaits in India](https://coylehospitality.com/delhi-your-adventure-awaits-in-india/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Delhi.
- [San Jose: Experience the Silicon Valley](https://coylehospitality.com/san-jose-experience-the-silicon-valley/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in San Jose.
- [Fort Worth: Fun Times in Cowtown](https://coylehospitality.com/fort-worth-fun-times-in-cowtown/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Fort Worth..
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- [Austin: Great Experiences in Texas](https://coylehospitality.com/austin-great-experiences-in-texas/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Austin.
- [San Antonio: Adventure Awaits in Alamo City](https://coylehospitality.com/san-antonio-adventure-awaits-in-alamo-city/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in San Antonio.
- [Tokyo: Experience One of the World's Most Populous Cities](https://coylehospitality.com/tokyo-experience-one-of-the-worlds-most-populous-cities/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Tokyo.
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- [New Zealand: Land of the Long White Cloud](https://coylehospitality.com/new-zealand-land-of-the-long-white-cloud/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in New Zealand.
- [Atlanta: Adventure Awaits in the Big Peach](https://coylehospitality.com/atlanta-mystery-shopping/) - Coyle Hospitality provides expert mystery shopping and reporting for hospitality, retail, healthcare, and real estate businesses in Atlanta, Georgia.
- [Toronto: Dining & Lodging in the City that Works](https://coylehospitality.com/toronto-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Mumbai: Experience the Beauty of the City of Gold](https://coylehospitality.com/mumbai-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Singapore: Enjoy the ‘City in the Garden’](https://coylehospitality.com/singapore-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Paris: Experience the City of Light](https://coylehospitality.com/paris-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Prague: Endless Beauty in the City of A Hundred Spires](https://coylehospitality.com/prague-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Rome: Dining and Shopping in the Eternal City](https://coylehospitality.com/rome-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Munich: Hospitality and Healthcare in the ‘World City with Heart’](https://coylehospitality.com/munich-mystery-shopping/) - Coyle Hospitality provides consulting.
- [London: Enjoyment Awaits in the Square Mile](https://coylehospitality.com/london-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Mexico City: Great Experiences in 'The City of Palaces'](https://coylehospitality.com/mexico-city-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Madrid: Adventures in Party City](https://coylehospitality.com/madrid-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Hong Kong: Incredible Experiences in the 'Golden Egg'](https://coylehospitality.com/hong-kong-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Vancouver: Hospitality Runs Deep in Rain City](https://coylehospitality.com/vancouver-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Cannabis Dispensary Consulting, Compliance & Mystery Shopping](https://coylehospitality.com/mystery-shopping-services/cannabis/) - Navigate your way through this new frontier by gauging customer service and the guest experience, compliance to all regulations and mandates, and offer hospitality training to your front line staff in order to provide the absolute best experience possible for your customers.
- [William B.](https://coylehospitality.com/william-b/) - Phoenix Evaluator - William B. Born and raised in Santa Monica, with some time spent in Lake Tahoe and Reno, NV, William has been a Phoenix resident for 14 years. As a flight attendant, William travels weekly for business and his own worldwide travels have been extensive as well. As you can imagine, most of
- [Valentina E.](https://coylehospitality.com/valentina-e-2/) - Madrid Evaluator - Valentina E. Valentina has lived in Madrid for over 28 years. She spends one or two months each year traveling around Europe, and once spent a year living and working in England. With two undergraduate degrees in business and marketing and a masters degree in teaching, Valentina is observant and detail-oriented. She
- [Tom D.](https://coylehospitality.com/tom-d/) - Miami Evaluator - Tom D. Tom has been a Miami-area resident for over 18 years. Traveling often for both business and pleasure, Tom stays in hotels all over the world. Tom has a 20-year history of restaurant and hotel experience: he worked as a bartender and manager in college and, after moving down south, as
- [Shirley](https://coylehospitality.com/shirley/) - Los Angeles Evaluator - Shirley Shirley has been a California resident for all her life, settling in Los Angeles six years ago for her career. As a healthcare marketing consultant, she travels frequently, both domestically and internationally, and spends many evenings in hotels and restaurants across the globe. With a Bachelor of Science in chemistry
- [Sheri B.](https://coylehospitality.com/sheri-b/) - San Diego Evaluator - Sheri B. Born in Norway, Sheri moved to California at the age of seven and has been a San Diego-area resident for over 12 years. Sheri enjoys traveling and dining out every week and has spent her fair share of time in an array of hotels and restaurants around the world.
- [Sharon F.](https://coylehospitality.com/sharon-f/) - Hong Kong Evaluator - Sharon F. Sharon has been a resident of Hong Kong for over 28 years. An avid traveler, Sharon lived, studied, and worked in Singapore for 2 years and has traveled all over Western Europe, Asia, Australia, and the United States. She also loves dining out several times a week and has
- [Sara H.](https://coylehospitality.com/sara-h/) - Dallas Evaluator - Sara H. Sara has been a Dallas-area resident her whole life, excluding a 4-year stint when she lived in Austin during college. Passionate about hospitality, Sara spent 7 years working as a server in several Texan restaurants—so she knows a thing or two about operations. Now, Sara works in document control in
- [Misha S.](https://coylehospitality.com/misha-s/) - San Diego Evaluator - Misha S. A San Diego native, Misha got her first taste for hospitality when she worked at an upscale restaurant in high school. Her uncle--the chef at the restaurant--got her the job, and it fueled her passion for food and wine. She traveled to Los Angeles to attend college where she
- [Meredith M.](https://coylehospitality.com/meredith-m/) - Boston Evaluator - Meredith M. Meredith has been a Boston resident for over 10 years, but she grew up traveling the world with her family and continues to do so in her adult-life. As you can imagine, Meredith has spent her fair share of nights in hotels and restaurants across the globe and has worked
- [Mehrunnisa I.](https://coylehospitality.com/mehrunnisa-i/) - Singapore Evaluator - Mehrunnisa I. Mehrun has lived in Singapore for her entire life--over 37 years. She describes herself as having been 'bitten by the travel bug' at a very young age because her father worked in the airline industry. She began traveling at age two, and has since done so extensively, becoming well-accustomed to
- [Lisa C.](https://coylehospitality.com/lisa-c/) - Seattle Evaluator - Lisa C. Lisa is a true globetrotter. She has lived all over the world, from Manhattan to Hong Kong, and frequently travels no matter where she resides—which, by the way, has been the Seattle area for over 15 years. Lisa enjoys spending long excursions abroad, once taking a trip around the world.
- [Lisa B.](https://coylehospitality.com/lisa-b/) - Los Angeles Evaluator - Lisa B. Born and raised around New England, Lisa moved to Los Angeles after college where she and her husband met and started a custom art business. That business took them all over--from Florida to Scotland--spending many evenings in restaurants and hotels across the globe. Lisa decided to move back to
- [Lindsey C.](https://coylehospitality.com/lindsey-c/) - Denver Evaluator - Lindsey C. Lindsey was born and raised in Wisconsin before she moved to Boston to attend college. From there, she studied abroad for a year in Padova, Italy and traveled across Europe. Since then, she has moved to rural North Carolina to teach, spent months in Morocco as part of the Peace
- [Laura M.](https://coylehospitality.com/laura-m/) - Mexico City Evaluator - Laura M. Laura has lived in Mexico City since 2009 when she moved here to be with her husband. Originally from New York City, Laura moved to Boston for 4 years while earning her undergraduate degree in Communications and Hispanic Studies. She has traveled extensively throughout North America, Europe, South America,
- [Kristen F.](https://coylehospitality.com/kristen-f/) - San Francisco Evaluator - Kristen F. Kristen has been a San Francisco-area resident for most of her life, leaving only to attend college in Los Angeles. Settled there now for over 28 years, Kristen works as a high school English and American sign-language teacher. No matter where she has lived, she has always been an
- [Karin B.](https://coylehospitality.com/karin-b/) - Tucson Evaluator - Karin B. Karin has led a unique life made up of a lot of travel, allowing her to gain a worldly perspective. Born and raised in Germany, she headed over to the United States to work as a sales manager for an international transportation company at the age of 26. She lived
- [Julie B.](https://coylehospitality.com/julie-b/) - Houston Evaluator - Julie B. Julie has been a Houston-area resident for over 6 years and a true road-warrior all her life. She spent most of her life in Southern California, but has also lived in Colorado, Indiana, and Genoa, Italy. She has traveled to all 50 states and ventured across Europe, Asia, Australia, Central
- [Joshua B.](https://coylehospitality.com/joshua-b/) - Tucson Evaluator - Joshua B. Joshua has been a resident of Tucson for over 8 years, spending much of his time touring the area's great restaurants. He comes from a multicultural family which has introduced him to a myriad of international cuisines throughout his life. Joshua has lived in many different parts of the United
- [Jose T.](https://coylehospitality.com/jose-t/) - Dallas Evaluator - Jose T. Born in Lima, Peru, Jose has been a resident of Dallas for over 12 years. Jose enjoys nothing more than the dining experience and believes that the most important aspect of a meal is the service, followed by the food and atmosphere. This service-dependence most likely stems from his professional
- [Jennifer S.](https://coylehospitality.com/jennifer-s/) - Chicago Evaluator - Jennifer S. Jennifer has been a Chicago area resident for over 10 years and has spent many evenings dining out in the area. With a history of working in the hotel industry and a passion for travel, Jennifer is always on the look-out for an exceptional restaurant or an outstanding hotel. Jennifer
- [Jeanette](https://coylehospitality.com/jeanette/) - Denver Evaluator - Jeanette Jeanette first came to Colorado to attend college, and has since been a Denver-area resident for over 35 years. With a passion for travel, many of her experiences around the world have centered around food; studying abroad in Madrid, visiting Pike’s Place Farmer’s Market in Seattle, and vacationing in Mexico, for
- [Elizabeth S.](https://coylehospitality.com/elizabeth-s/) - Philadelphia Evaluator - Elizabeth S. Elizabeth has been a Philadelphia-area resident for over 35 years. With a history of working in the restaurant business and a passion for hospitality, she fervently enjoys dining out and traveling because of the array of experiences she collects at various hotels and restaurants. Elizabeth has an affinity for food—the
- [Edwin R.](https://coylehospitality.com/edwin-r/) - New York City Evaluator - Edwin R. Edwin boasts an impressive history of travel that has broadened his perspectives and allowed him to appreciate the unparalleled diversity of New York City. Edwin has lived in Hong Kong as part of an exchange program, studied at the UN in Switzerland, worked for a non-profit agency in
- [Corinna C.](https://coylehospitality.com/corinna-c/) - Chicago Evaluator - Corinna C. Corinna worked her way through college as a waitress and hostess, allowing her to spend a semester abroad in Florence, Italy. Throughout her life, Corinna has traveled to over a dozen countries and has spent many evenings in restaurants and hotels all over the world. Finally settling in Chicago to
- [Christopher L.](https://coylehospitality.com/christopher-l/) - Washington DC Evaluator - Christopher L. Christopher’s passion for food began at age 12 when he worked in a neighborhood burger joint as a dishwasher. He worked his way up to a prep cook and a server there until his family moved away. He continued his restaurant work as a busser, line cook, server, bartender,
- [Catherine S.](https://coylehospitality.com/catherine-s/) - Phoenix Evaluator - Catherine S. A 30-year Phoenix resident, Catherine S. combines years of hospitality management experience with an advanced degree in Journalism and organizational management from ASU, bringing a unique perspective to Coyle clients. Clients appreciate Catherine’s keen eye for detail and ability to embrace industry nomenclature offering a valuable guest perspective. A true
- [Briar B.](https://coylehospitality.com/briar-b/) - Vancouver Evaluator - Briar B. As a child, Briar lived in London and Ontario before moving to Vancouver to enjoy the outdoors. He has now been a North Shore resident for over 35 years. Briar attended UBC, receiving an undergraduate degree in Science and PE Education as well as a Masters of Education graduate degree.
- [Blair C.](https://coylehospitality.com/blair-c/) - Houston Evaluator - Blair C. A trusted member of the Houston community for over 30 years with a history of restaurant experience, Blair is invested to the hospitality industry. As a young woman, Blair worked for her mother’s catering company as an assistant chef and food designer and then waited tables. Blair spends her life
- [Amanda Z.](https://coylehospitality.com/amanda-z/) - New York City Evaluator - Amanda Z. Amanda has lived in New York City for over two and a half years and has spent her time taking advantage of the fabulous restaurants it has to offer. Amanda's evenings out have essentially provided her with a crash course on fine-dining. Prior to her move, Amanda spent
- [Amanda L.](https://coylehospitality.com/amanda-l/) - Seattle Evaluator - Amanda L. Amanda was born and raised in New York City, but she has also lived in Paris and New Zealand. She moved to Seattle over 2 years ago to be with her fiance. One of Amanda's favorite pastimes is traveling--she has been to Western Europe, Canada, Mexico, Colombia, Brazil, China and
- [Alisa H.](https://coylehospitality.com/alisa-h/) - Atlanta Evaluator - Alisa H. Alisa has been an Atlanta-area resident for almost three years, previously living in Denver and bouncing around the western United States. She enjoys traveling and dining out often for both business and pleasure, always willing to experience something new. As a narrative writer in the healthcare industry, Alisa knows how
- [Alberto G.](https://coylehospitality.com/alberto-g/) - Madrid Evaluator - Alberto G. Alberto has been a resident of Madrid for over 5 years. An avid traveler and curious explorer, Alberto loves to visit different countries. In fact, prior to moving Madrid, Alberto studied engineering in Paris. Now a project engineer in the telecommunications industry, Alberto views every situation from a 360-degree perspective.
- [Boston: Extraordinary Experiences Await](https://coylehospitality.com/boston-mystery-shopping/) - Coyle Hospitality provides expert evaluation and reporting in Boston using mystery shopping and other QA methods that are defined specifically to the reporting needs of your hospitality business.
- [Barcelona: Incredible Experiences in The City of Counts](https://coylehospitality.com/barcelona-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Beijing: Hospitality in the Northern Capital](https://coylehospitality.com/beijing-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Cape Town: Make Memories in the Mother City](https://coylehospitality.com/cape-town-mystery-shopping/) - Coyle Hospitality provides consulting.
- [Washington DC: Experience the Capital City](https://coylehospitality.com/washington-dc-mystery-shopping/) - Coyle Hospitality offers consulting services to hotels, restaurants and hospitality businesses in Washington DC
- [Tucson: Sunshine Lodges & Desert Dining](https://coylehospitality.com/tucson-mystery-shopping/) - Coyle Hospitality offers consulting services to hotels, restaurants and hospitality businesses in Tucson Arizona
- [San Francisco: Dining Across the Golden Gate](https://coylehospitality.com/san-francisco-mystery-shopping/) - In San Francisco, CA, Coyle Hospitality provides tailor made consulting services to hotels, restaurants and hospitality businesses.
- [San Diego: Hospitality in Silicon Beach](https://coylehospitality.com/san-diego-mystery-shopping/) - Coyle Hospitality provides tailor made consulting services to hotels, restaurants and hospitality businesses in San Diego California
- [Portland: Great Food in Beertown](https://coylehospitality.com/portland/) - In Portland, OR, Coyle Hospitality provides tailor made consulting services to hotels, restaurants & hospitality pros in Portland Oregon
- [Phoenix & Scottsdale: Redefining the Southwest](https://coylehospitality.com/phoenix-scottsdale-mystery-shopping/) - In Phoenix and Scottsdale AZ, Coyle Hospitality provides tailor made Consulting services to hotels, restaurants and hospitality businesses in Phoenix Scottsdale Arizona
- [Philadelphia: Dining in the Heart of Philly](https://coylehospitality.com/philadelphia-mystery-shopping/) - In Philadelphia, PA, Coyle Hospitality provides tailor made Consulting services to hotels, restaurants and hospitality businesses in Philadelphia Pennsylvania
- [New York City: Over 100 Million Customer Experiences a Day](https://coylehospitality.com/new-york-city-mystery-shopping/) - Restaurant and hotel companies in New York choose Coyle as their favored mystery shopping, secret shopping and quality assurance provider.
- [Miami/Bal Harbour: The Hot Spot of Southern Dining](https://coylehospitality.com/miami-mystery-shopping/) - Coyle Hospitality provides tailor made Consulting services to hotels, restaurants and hospitality businesses in Miami Florida
- [Los Angeles: Dining in the City of Sunshine](https://coylehospitality.com/los-angeles-mystery-shopping/) - In Los Angeles, CA, Coyle Hospitality provides tailor made Consulting services to hotels, restaurants and hospitality businesses in Los Angeles California
- [Las Vegas: Hospitality in the Entertainment Capital of the World](https://coylehospitality.com/las-vegas/) - Why do Las Vegas Hotels, Restaurants, and Casinos select Coyle for their Mystery Shopping and Brand Quality Assurance Needs?
- [Houston: Big City, Big Texas Taste](https://coylehospitality.com/houston-mystery-shopping/) - In Houston, TX, Coyle Hospitality provides tailor made Consulting services to hotels, restaurants and hospitality businesses in Houston Texas
- [Denver: Dining and Lodging in the City of the Plains](https://coylehospitality.com/denver-mystery-shopping/) - In Denver Colorado, Coyle Hospitality's provides expert evaluation and mystery shopper reporting in Denver using mystery shopping methods that are defined specifically to the reporting needs of your hospitality business.
- [Chicago: Dining in the Windy City](https://coylehospitality.com/chicago-mystery-shopping/) - Coyle Hospitality provides expert evaluation and reporting in Chicago using mystery shopping and other QA methods that are defined specifically to the reporting needs of your hospitality business.
- [Dallas: Dining Where the West Begins](https://coylehospitality.com/dallas-mystery-shopping/) - In Dallas, TX, Coyle Hospitality provides Consulting and reporting in Dallas using mystery shopping and other QA methods that are defined specifically to the reporting needs of your hospitality business.
- [Nobody Knows Boston Better Than Coyle](https://coylehospitality.com/boston-dining-lodging-in-the-hub-of-the-universe/) - Coyle Hospitality provides expert evaluation and reporting in Boston using mystery shopping and other QA methods that are defined specifically to the reporting needs of your hospitality business.
- [We work with the Best Restaurant Spotters in the Business](https://coylehospitality.com/restaurant-spotter/) - With a professional restaurant spotter at your disposal, you will be able to implement an action plan creates greater guest satisfaction and loyalty.
- [Healthcare Mystery Shopping](https://coylehospitality.com/mystery-shopping-services/healthcare/) - Put the Science of Customer Service to Work for Your Patient Experience. Analyze the patient experience through the eyes of incognito patients and visitors and boost HCAHPS scores.
- [Clients](https://coylehospitality.com/clients-landing/) - Mystery shopping client companies in the Hospitality Industry that get the Complete Story from mystery shopping services by the Coyle Hospitality Group.
- [Property Management](https://coylehospitality.com/mystery-shopping-services/property-management/) - Contact Coyle Hospitality to improve ability to evaluate service of property management staff.
- [Curbside Mystery Shopping](https://coylehospitality.com/mystery-shopping-services/curbside/) - As businesses evolve in this ever-changing climate, let us help ensure you’re giving your loyal customers what they want: convenience, cleanliness and accuracy in a curbside environment.
- [Sitemap](https://coylehospitality.com/sitemap/) - Mystery Shopping Service Markets Mystery Shopping Referral Services Hotels Spa Consultants Cruise Quality Control Restaurant Mystery Guesting TeleSales Training Hospitality Consultants Consulting Service Markets Guest Service Consulting Services Restaurant Consulting Spa Consulting Hotel Consulting Guest Service Consultants Article: Hospitality reputation consulting Some of our Favorite US Cities Atlanta Mystery Shopping Boston Mystery Shopping Chicago Mystery
- [Contact Us](https://coylehospitality.com/contact-us/) - Contact Coyle Hospitality Group, a spa, hotel and restaurant customer experience company and consulting services group offering hospitality industry quality assurance audits and competitive analysis.
- [Baku: Dining in Azerbaijan](https://coylehospitality.com/baku-azerbaijan/) - In Baku, Azerbaijan, Coyle Hospitality provides Consulting and reporting in Baku, Azerbaijan using mystery shopping and other QA methods that are defined specifically to the reporting needs of your hospitality business in Baku, Azerbaijan.
- [India: Dining in Banegaluru, Mumbai, Agra, Delhi, Chennai, Jaipur, Kolkata, or Hyderabad](https://coylehospitality.com/india-dining/) - Across India, Coyle Hospitality provides Consulting and reporting in India using mystery shopping and other QA methods that are defined specifically to the reporting needs of your hospitality business in India.
- [Marrakech: Dining in Morocco](https://coylehospitality.com/marrakech-dining-in-morocco/) - In Marrakech, Morocco, Coyle Hospitality provides Consulting in Marrakech, Morocco using mystery shopping and other QA methods that are defined specifically to the reporting needs of your hospitality business in Marrakech, Morocco.
- [New Home Sales](https://coylehospitality.com/mystery-shopping-services/new-home-sales/) - Contact Coyle Hospitality to improve ability to evaluate sales performance and sales personnel ability to move buyers forward in the new home purchase process.
- [COVID-19 Compliance & Mystery Shops](https://coylehospitality.com/mystery-shopping-services/covid19/) - As businesses evolve in this ever-changing climate, let us help ensure you’re giving your loyal customers what they want: convenience, cleanliness and confidence in this COVID-19 world.
- [Social Distancing Ambassadors](https://coylehospitality.com/mystery-shopping-services/social-distancing-ambassadors/) - Coyle provides Social Distancing Ambassadors to businesses and governments of all sizes.
- [2011 Global Spa Report](https://coylehospitality.com/2011-global-spa-report/) - Coyle Hospitality Group Reveals Trends and Priorities of Today's Spa Consumer Coyle Hospitality Group, a market leader providing mystery shopping and market research services exclusively to hospitality companies worldwide, announces the results of its 2011 Global Spa Report completed by 1,025 respondents from 34 countries on 6 continents in March 2011. June 20, 2011 (New
- [Consulting & Custom Research](https://coylehospitality.com/mystery-shopping-services/brand-strategy/) - Coyle provides internal branding strategy and tools combined with a custom research capabilities you can actually use to benchmark, track, and identify areas of brand weakness and strength.
- [Sales & Telesales Mystery Shopping](https://coylehospitality.com/mystery-shopping-services/sales-telesales-training/) - We listen, we learn, we produce tailor-made programs to help you train your sales & telesales staff and improve your customers' service experience.
- [Training](https://coylehospitality.com/mystery-shopping-services/training/) - Coyle's network of trainers design, develop, and implement customized solutions to support excellence across your organization.
- [General Mystery Shopping](https://coylehospitality.com/mystery-shopping-services/general/) - We listen, we learn, we produce tailor-made programs to help you ensure compliance, monitor server and coach your staff and improve your customers' service experience.
- [Speaking Engagements & Keynotes](https://coylehospitality.com/about/keynotes/) - Hire Coyle for you next corporate event.
- [Marketing and Field Research](https://coylehospitality.com/mystery-shopping-services/marketing-research/) - Coyle Hospitality Group are market researchers dedicated to customer experience.
- [Dealer Networks](https://coylehospitality.com/mystery-shopping-services/dealer-networks/) - Contact Coyle Hospitality to help evaluate dealer performance and identify opportunities to increase sales.
- [Coyle Cares](https://coylehospitality.com/about/coyle-cares/) - What is Coyle Cares? Coyle Cares is a program where we harness the resources of our team, clients, and vendors to make the most meaningful impact we can within our local and global communities. These resources are strategically deployed with partners who demonstrate extraordinary efficiency and care. Who are Coyle Cares Partners? The organizations we
- [Global Coverage](https://coylehospitality.com/global-coverage/) - In your hometown and across the globe, Coyle Hospitality Group provides client with world class mystery shopping services.
- [Senior Living Mystery Shopping](https://coylehospitality.com/mystery-shopping-services/senior-living/) - Senior Living success starts with an effective Sales process. You have one chance to make that First Impression memorable. The initial inquiry may come in via the Internet, perhaps a phone call, even a face-to-face visit. Is your Sales staff ready to sell? “Boomers” are on the move. While some Baby Boomers put off retirement
- [Free Mystery Shopping Information](https://coylehospitality.com/evaluators/free-mystery-shopping-jobs/) - As a leading provider of mystery shopping services, Coyle Hospitality Group provides free information below drawn from our mystery shopping research so that new shoppers can judge for themselves what opportunities mystery shopping offers them.
- [User Agreement](https://coylehospitality.com/evaluators/user-agreement/) - USER AGREEMENT This Agreement describes the terms and conditions applicable to your use of Coyle's on-line registration and scheduling services and the general principles for Coyle's website. If you do not agree to be bound by the terms and conditions of this Agreement, do not use or access Coyle's on-line registration and scheduling services. Proprietary
- [Facts](https://coylehospitality.com/facts/) - Coyle has client opportunities/capabilities in all major markets worldwide Coyle has successfully completed over 60,000 evaluations since its inception in 1996 Evaluators that complete assignments for Coyle clients may not be currently employed by a restaurant, hotel, spa, cruise line, or hospitality industry company in any capacity. There is no "initiation fee" or cost to
- [Wonderful, Wonderful Copenhagen](https://coylehospitality.com/copenhagen-mystery-shopping/) - Friendly Danes, charming streets, a pedestrian life, and flavors straight from the sea in Copenhagen.
- [What's Hot in New Delhi](https://coylehospitality.com/new-delhi-mystery-shopping/) - Four Seasons, Sheraton and Taj Hotels are among the first class properties working with Coyle Hospitality in New Delhi.
- [Westchester County NY: Hotels, Restaurants, Shopping for Discerning Consumers](https://coylehospitality.com/westchester-county-ny-hotels-restaurants-shopping-for-discerning-consumers/) - Westchester New York companies choose Coyle as their favored mystery shopping, secret shopping and quality assurance provider.
- [Warsaw: Surprise and Delight](https://coylehospitality.com/warsaw-mystery-shopping/) - Warsaw can surprise and delight visitors with a blend of old and new, East and West.
- [Vienna: Ever Imperial](https://coylehospitality.com/vienna-mystery-shopping/) - Elegant, imperial, stately, and grand are just a few of the adjectives frequently used to describe Vienna, the lovely capital city of Austria.
- [Uniquely Nairobi, Kenya](https://coylehospitality.com/nairobi-mystery-shopping/) - Nairobi will be gaining a handful of new hotels from brands Hilton, Marriott and Radisson opening in 2014-2015.
- [Tianjin: 150 Years of The Fine Art of Hospitality](https://coylehospitality.com/tianjin-mystery-shopping/) - Four Seasons, Marriott and Starwood are among the hotel brands using Coyle Hospitality for customer experience consulting.
- [Tampa: A World Class City Using Coyle to Provide World Class Service](https://coylehospitality.com/tampa-mystery-shopping/) - Coyle Hospitality thinks "Florida vacation" are two of the best words in the English language. Tampa proves that as well as anywhere in the Sunshine State.
- [Stockholm's Smörgåsbord](https://coylehospitality.com/stockholm-mystery-shopping/) - Home of the Nobel Prize, Stockhoilm's Old Town is in counterpoint to the city's hip, contemporary late night scene.
- [Ordering Evaluations](https://coylehospitality.com/ordering-evaluations/) - Managed by Coyle Hospitality Group Ordering Evaluations If you are ordering evaluations for the FIRST time: Click Here If you already have a signed agreement with Coyle and want more evaluations: Click Here Contact Information: Arthur Chang achang@coylehospitality.com Phone: 800.891.9292 or 212.629.2083, ext. 111: Fax: 646-755-3713
- [St. Louis: Baseball, Beer and the Blues](https://coylehospitality.com/st-louis-mystery-shopping/) - Coyle Hospitality likes St. Louis’ dozens of hotels, hundreds of highly trained staff looking after thousands of rooms for millions of visitors enjoying great stays.
- [South America Mystery Shopping](https://coylehospitality.com/south-america-mystery-shopping/) - Buenos Aires Mystery Shopping - The capital of Argentina is well known to be European-like with its broad tree-lined avanues such as Avenida de Mayo, pretty parks and Parisian-style sidewalk cafés with names like Croque Madame. Bogota Mystery Shopping - Bogotá boasts the world’s best coffee and a whole lot more. Lima Mystery Shopping -
- [Silicon Valley's Innovative Hospitality](https://coylehospitality.com/silicon-valley-mystery-shopping/) - Santa Clara and San Mateo County are Coyle Hospitality country, where mystery shoppers in South Bay and Peninsula know their way around Silicon Valley hot spots.
- [Shining a Light on Alexandria, Egypt](https://coylehospitality.com/alexandria-egypt-mystery-shopping/) - Hotels in Alexandria, Egypt carry the mantle of an anicient seaport city, once the home to one of the seven wonders of the ancient world.
- [Shanghai Wears Crown as the World's Largest City](https://coylehospitality.com/shanghai-mystery-shopping/) - Coyle Hospitality clients include top hotels and their restaurants on the Shanghai skyline.
- [Servicekwaliteit Mystery Shopping Bedrijf](https://coylehospitality.com/servicekwaliteit-mystery-shopping-bedrijf/) - Mystery shopping bedrijf Coyle hospitality Group. Hotel kwaliteitsgarantie & hotel best practices
- [Seoul Becomes a Foodie Destination](https://coylehospitality.com/seoul-mystery-shopping/) - Starwood, Four Seasons, Marriott, Ritz-Carlton are typical of the brands that use services from Coyle Hospitality in South Korea.
- [Saudi Arabia's Riyadh is Riveting](https://coylehospitality.com/riyadh-mystery-shopping/) - Coyle Hospitality discusses Riyadh hotels' unique selling points most appreciated by international travelers.
- [Santa Barbara, the American Riviera](https://coylehospitality.com/santa-barbara-mystery-shopping/) - Coyle Hospitality is charmed by the great dining and accommodation which come together beautifully in coastal Santa Barbara. Coming for business? Lucky you.
- [San Antonio, Home to the Alamo, Adored by Visitors](https://coylehospitality.com/san-antonio-mystery-shopping/) - Coyle Hospitality loves San Antonio's River Walk, where we work with hotels and restaurants to deliver a top-notch guest experience that visitors will remember.
- [Robert F.](https://coylehospitality.com/robert-f/) - Atlanta Evaluator - Robert F. Robert lived in various locations along the East coast of the United States before settling in Atlanta over 12 years ago. His passion for hospitality started small when he worked as a pizza-delivery boy and ice-cream scooper during his teenage summers, and it continued when he tended bar in college.
- [What are Mystery Shopping Programs?](https://coylehospitality.com/resources/what-are-mystery-shopping-companies/) - Mystery Shopping companies are organizations that help other businesses (clients) measure their own quality by reviewing the clients': Brand compliance Standard Operating Procedure (SOP) compliance Service Quality Facility Cleanliness Company Awareness Special Situations Mystery shopping companies work closely with the clients to best determine how to measure quality and then act as an objective third-party
- [Resources: Main Page](https://coylehospitality.com/resources/) - Externally linked resources directory homepage. The links provided from our website are for the convenience of our visitors.
- [Rebekah B.](https://coylehospitality.com/rebekah-b/) - Philadelphia Evaluator - Rebekah B. Born in Texas, Rebekah attended college in Philadelphia and has since been a resident there for over 9 years. She loves to travel, once spending a year in college exploring Europe and studying in London. You might have guessed that she has spent a lot of time in various hotels
- [Piscos and Peruvian Cuisine in Lima](https://coylehospitality.com/lima-mystery-shopping/) - Lima Hotels and Restaurants Will Host the World for 2019 Pan American Games.
- [Peter B.](https://coylehospitality.com/peter-b/) - London Evaluator - Peter B. Peter moved to London after receiving a scholarship to study Environmental Sustainability. He fell in love with the cultural vibrancy and has been a resident now for over 11 years. Previously, Peter lived and studied in France. An experienced traveler, Peter spent his life exploring the world--especially continental Europe--staying in
- [Penny S.](https://coylehospitality.com/penny-s/) - Miami Evaluator - Penny S. Born in Boston and now a Miami-area resident for over 4 years, Penny is a hospitality industry specialist. Penny began working in restaurants in college and has since been a cocktail server, waitress, bartender, banquet worker, and manager. Now, as a software consultant, Penny is a seasoned traveler, patronizing upscale
- [On Business in Bucharest](https://coylehospitality.com/bucharest-mystery-shopping/) - What's old is new again as Bucharest re-builds its Old Town and beyond.
- [North America Mystery Shopping](https://coylehospitality.com/north-america-mystery-shopping/) - Atlanta Mystery Shopping - Since the millennium, Atlanta has surfaced as a sophisticated dining capital, hosting some of the country’s most renowned restaurants. Boston Mystery Shopping - Boston has such an intriguing food history that many of its culinary marvels are considered to be celebrated landmarks. Chicago Mystery Shopping - Given Chicago's 76 distinct neighborhoods,
- [Nancy L.](https://coylehospitality.com/nancy-l/) - Portland Evaluator - Nancy L. Nancy has lived in Portland for over 16 years. Prior to this, she lived in Connecticut, Massachusetts, and--in college--Northern England. Nancy fervently enjoys traveling and has been all across Europe and Thailand. In college, while Nancy was earning a degree in sociology, she worked for catering companies helping to prep
- [Mystery Shopping Opportunities - New York City Metro](https://coylehospitality.com/mystery-shopping-jobs-new-york/) - Mystery shoppers perform thousands of evaluations across the New York City Metro area each year. In the city that never sleeps, evaluators are mystery shopping on a daily basis in restaurants, hotels, spas, lounges, and bars. Coyle's clients include restaurants owned by world famous chef's and hotels that are among some of the best in
- [Mystery Shopping Can Improve Hotel Customer Service](https://coylehospitality.com/mystery-shopping-can-improve-hotel-customer-service/) - It is widely known that repeat guests and positive referrals are cornerstones for hotels to reach their financial goals. Once the guest is in the door, they will continually evaluate the value of the hotel's offering looking at such key factors as location, convenience, room size, overall cleanliness, and customer service. Hotel Customer Service from
- [Mussels in Brussels...and Much More](https://coylehospitality.com/brussels-mystery-shopping/) - Diplomatically and geographically at the heart of Europe, Brussels is more savvy than ever before.
- [Moscow: Bold Bravado in Hospitality](https://coylehospitality.com/moscow-mystery-shopping/) - Marriott, Starwood, and Four Seasons are among the western hotel companies making waves on the Moscow scene.
- [Montreal Moments Mean Service With a French Accent](https://coylehospitality.com/montreal-mystery-shopping/) - Montreal is on most Americans' must-see list. Coyle Hospitality evaluates the charms of European hospitality and dining that make for special Montreal moments.
- [Monitoramento de Desempenho -- Serviço de Consumidores Ocultos](https://coylehospitality.com/fl-brazilian/) - Coyle Hospitality Group empresa dedicada a oferecer serviços de consumidores ocultos
- [Monitoramento de Desempenho -- Serviço de Consumidores Ocultos](https://coylehospitality.com/fl-spanish/) - Compra Anónima Garantía de Calidad de la Atención Hostelera El Grupo Coyle Hospitality (en adelante "CHG") es una empresa internacional de mistery shopping (compra anónima) –también denominada mystery guest, mystery customer y hospitality spotter service– que ha realizado más de 25.000 inspecciones de servicio a clientes en hoteles, restaurantes y balnearios en mercados de todo
- [Middle East & Africa Mystery Shopping](https://coylehospitality.com/middle-east-africa-mystery-shopping/) - Baku Azerbaijan Mystery Shopping - Baku is a city rich in history and culture. From historical sites to night life to the Caspian Sea, this city has something for everyone. Amman Mystery Shopping - One of the world’s most ancient inhabitied cities, founded in 7000 BC, Amman is the capital of Jordan and a renowned
- [Meat Me in Buenos Aires](https://coylehospitality.com/buenos-aires-mystery-shopping/) - Steak, Tango, Polo: Buenos Aires is Packed With Flavorful Personality
- [Maldives Resorts: Unique on the Equator](https://coylehospitality.com/maldives-mystery-shopping/) - Coyle Hospitality knows the luxury hotel scene in the Maldives.
- [Magical Orlando Makes for Fun Times and Fantasy](https://coylehospitality.com/orlando-mystery-shopping/) - Coyle Hospitality and Orlando work together because it's so important to meet and exceed the expectations of nearly 60 million visitors every single year.
- [Macau Growth is Absolutely Astonishing](https://coylehospitality.com/macau-mystery-shopping/) - Macau and Coyle Hospitality look at the numbers in this destination's astronomical growth.
- [Jakarta, The Special Capital Region](https://coylehospitality.com/jakarta-mystery-shopping/) - Luxury Collection by Starwood, Four Seasons and Marriott International are among the top hotel brands that have partnered with Coyle Hospitality for a seamless mystery shop.
- [It's Time for Kodawari in Tokyo](https://coylehospitality.com/tokyo-mystery-shopping/) - Four Seasons, Starwood, Mandarin Oriental and Marriott International are among the brands that know Coyle Hospitality can provide them with the competitive edge.
- [How Can Coyle's Hotel Inspections Help You?](https://coylehospitality.com/setting-up-your-hotel-inspection-program/) - Coyle Hospitality evaluators have successfully performed over 62,000 inspections since 1996. More importantly Coyle has served a wide variety of hotel, resort, spa and lodging clients with varied needs. From boutique hotels, independent resorts to global upscale and luxury lodging clients, Coyle’s services and guest experience expertise include: Rating services tune-ups Forbes (formerly Michelin), AAA,
- [Honolulu Can Dole Out Royal Hospitality](https://coylehospitality.com/honolulu-mystery-shopping/) - Coyle Hospitality knows that tourism is big business in Honolulu, Oahu and on the other five islands of our nation's beloved 50th state.
- [Harboring Visions of Hamburg](https://coylehospitality.com/hamburg-mystery-shopping/) - Like many German cities, Hamburg combines a rich and well-preserved history with cutting-edge business travel and rest amenities, including Michelin-rated restaurants.
- [Happy Days in Helsinki](https://coylehospitality.com/helsinki-mystery-shopping/) - Located between Sweden and Russia, almost like a sandwich, Finland makes a great filler.
- [Guangzhou: The Intersection of Good Food and Good Business](https://coylehospitality.com/guangzhou-mystery-shopping/) - Our clients include Marriott, Sheraton, and Four Seasons, who know a good deal about profitable hotels in Guangzhou, China.
- [From Chrysalis to Butterfly to São Paulo](https://coylehospitality.com/sao-paulo-mystery-shopping/) - Service With a Smile: São Paulo Aims for Best Along With Biggest
- [Flying Down to Rio de Janeiro](https://coylehospitality.com/rio-de-janeiro-mystery-shopping/) - If Rio did not exist, we'd need to create it. Rio de Janeiro is the life of the party in beautiful Brazil.
- [Fashionable Milan](https://coylehospitality.com/milan-mystery-shopping/) - Milan style spills out into ultra-cool hotel interiors as the countdown to the world's fair, opening May 1, 2015, gets underway.
- [Fairytale Czech Lands](https://coylehospitality.com/czech-mystery-shopping/) - The Czech Republic finds that it is time to shows off more beyond the gorgeous city of Prague.
- [Europe Mystery Shopping](https://coylehospitality.com/europe-mystery-shopping/) - Amsterdam Mystery Shopping - Americans have long been fond of visiting the land of windmills, tulips and friendly people. Athens Mystery Shopping - Among antiquity's greatest cities, Athens is bathed in the same light that was praised in the Odyssey. Barcelona Mystery Shopping - Barcelona boasts an eclectic group of high-end restaurants–many of them Michelin-starred.
- [Erin L.](https://coylehospitality.com/erin-l/) - Portland Evaluator - Erin L. Erin has lived all over North America--from Chicago to Dallas, Minnesota to Vancouver. Her love of F&B began when she waitressed and bartended in college--while earning a B.A. in studio art--and in graduate school--while getting an M.Arch. in architecture. She has been settled in Portland for over 15 years where
- [Erin B.](https://coylehospitality.com/erin-b/) - Boston Evaluator - Erin B. Erin moved to the Boston area over two years ago to attend graduate school. With friends all over the country, she enjoys traveling frequently to visit them (usually to major cities on the East Coast). Her trips always include a hospitality mission--one where she and her friends are on the
- [Enticing Istanbul: Stunning Hotels and Restaurants](https://coylehospitality.com/istanbul-mystery-shopping/) - Coyle Hospitality works with Istanbul hotels such as Four Seasons, performing mystery shopper evaluations.
- [Empresa de Compras Anónimas](https://coylehospitality.com/foreign-languagefl-spanish/) - Empresa de Compras Anónimas, Garantía de Calidad de la Atención Hostelera, Coyle Hospitality Group
- [Edinburgh: Georgian and Gorgeous](https://coylehospitality.com/edinburgh-mystery-shopping/) - Like a yummy and sticky caramel and toffee candy, Edinburgh looks and feels golden. And the memory will stick with you, too.
- [Dutch Treat: I AMsterdam](https://coylehospitality.com/amsterdam-mystery-shopping/) - A perennial favorite for Americans and British, tourism to Amsterdam receives a boost with the re-opening of the Rijksmuseum in 2013.
- [Download the Global Spa Research Report](https://coylehospitality.com/spa-report/) - Please direct any questions to info@coylehospitality.com
- [Doha is Qatar's Pearl of the Middle East](https://coylehospitality.com/doha-qatar-mystery-shopping/) - Coyle Hospitality and Doha hotels work hand-in-hand on raising the bar ever higher in quality standards.
- [Discover Bulgaria in Sofia](https://coylehospitality.com/sofia-mystery-shopping/) - Sofia is a busy capital city, offering a splendid mix of business and pleasure opportunities for international visitors.
- [Dienstleistungsqualität Mystery Shopping Unternehmen](https://coylehospitality.com/fl-german/) - Die Coyle Hospitality Group wurde 1996 von Jim Coyle gegründet, der seinen Abschluss an der Hotelfachschule der Cornell Universität machte.
- [Delivering Hospitality in Destination Vietnam](https://coylehospitality.com/vietnam-mystery-shopping/) - Hotels and resorts in Vietnam are upping the ante everyday in delivering quality hospitality products to rapidly growing numbers of international visitors.
- [Coyle's Hotel Quality Assurance Programs…The Complete Story](https://coylehospitality.com/coyles-quality-assurance-qa-programs/) - Find out why top hotels all use Coyle for their Quality Assurance and Brand Measurement programs.
- [Coyle At A Glance](https://coylehospitality.com/coyle-at-a-glance/) - Clients Join our family of guest experience leaders and innovators Read the rest of this page » '); ?> "Coyle truly understands what the fine dining restaurant operator needs to continually provide an exceptional guest experience." Frank Soto Culinary Concepts by Jean-Georges "Coyle truly understands our needs in helping us create great Guest Experiences."
- [Compagnia di Mystery Shopping | Coyle Hospitality Group](https://coylehospitality.com/fl-italian/) - Verifica della Soddisfazione dell'Ospite servizio di mystery shopping, Coyle Hospitality Group.
- [City New](https://coylehospitality.com/city-new/) - Why do the best customer experience companies in the world like Daniel Boulud, Jean Georges, Denihan Hospitality, Mandarin Oriental and others use Coyle? Because Coyle’s panel of meticulously screened professional evaluators are already their customers. Coyle has been providing mystery shopping and custom research to New York City since 1996 to a select group of
- [Casablanca Plays it Again](https://coylehospitality.com/casablanca-mystery-shopping/) - Opportunity abounds in Casablanca, where there's more than just the name.
- [Cairo: Ancient City at Crossroads](https://coylehospitality.com/cairo-mystery-shopping/) - Egyptian ministers call for sustained stability to put all-important tourism to Egypt back on track in 2014.
- [Business to Business #1](https://coylehospitality.com/business-to-business-1/) - Business to Business companies focus on providing services to other business as opposed to marketing their services to consumers. Businesses benefit by relying on another business strength to better support their own competitive advantages in their own industry. Coyle Hospitality Group is a offers a business to business service focused on improving customer retention and
- [Bulgarian Wonders](https://coylehospitality.com/bulgaria-mystery-shopping/) - From a diverse and historic land, Bulgaria offers discoveries from an ancient and storied past, including the relics of St. John the Baptist.
- [Budapest: Rhapsody in Blue on the Danube](https://coylehospitality.com/budapest-mystery-shopping/) - One of Eastern Europe's most brilliant jewels, the city of Budapest is at the crossroads of Europe and Asia.
- [Brazen and Bold: Berlin Beckons](https://coylehospitality.com/brazen-and-bold-berlin-beckons/) - Second to none, the 21st century capital city comes into its own, taking the nation's lead in tourism-related service industries.
- [Big on Bogotá](https://coylehospitality.com/bogota-mystery-shopping/) - Gain a 360-degree view of the guest experience
- [Beware of Mystery Shopping Fraud!](https://coylehospitality.com/beware-of-mystery-shopping-fraud-2/) - Beware of Mystery Shopping Fraud! The internet has spawned several scams perpetrated by con artists intending to defraud people seeking mystery shopping assignments. Follow these rules below: ANY offer that requests that you wire money through Western Union or Moneygram is a scam. ANY offer that comes with a check payable to you in advance
- [Beirut Re-emerges With a New Waterfront](https://coylehospitality.com/beirut-mystery-shopping/) - Coyle Hospitality supports the accomplishments of Beirut's hospitality industry in the city's revitalization.
- [Be Irish for a Day in Dublin](https://coylehospitality.com/dublin-mystery-shopping/) - Discover the bounties of Ireland on the River Liffey and the Book of Kells tucked away in the Trinity College Library.
- [Bangalore: India's Silicon Valley](https://coylehospitality.com/bangalore-mystery-shopping/) - Bangalore's UB City is home to the JW Marriott, another Coyle Hospitality client in India.
- [Bali is on Everybody's Bucket List](https://coylehospitality.com/bali-mystery-shopping/) - Coyle Hospitality cannot exactly call it a hardship to evaluate the hotels and restaurants of Bali. One is better than the next. Places like Bali make us love our work.
- [Athens Illuminations](https://coylehospitality.com/athens-mystery-shopping/) - From Athens to Zeus, this capital city provides an unmatched look into the ancient artifacts of our Greek heritage.
- [Asia Pacific Mystery Shopping](https://coylehospitality.com/asia-pacific-mystery-shopping/) - Bali Mystery Shopping - This smallest of the Indonesian islands is a Paradise on Earth. Bangalore Mystery Shopping - Bangalore is known as India’s Silicon Valley. Coyle works with local hotels to provide great service to visiting IT specialists. Beijing Mystery Shopping - Coyle has helped Beijing’s hospitality companies elevate guest experiences and meet industry
- [Appreciating Kansas City Slow Food Style](https://coylehospitality.com/kansas-city-mystery-shopping/) - At Coyle Hospitality we know great BBQ requires slow cooking and Kansas City mystery shopping. We know a few things about great customer service, and we'd like to share these tips with you.
- [Amman: Antiquity Meets Quintessential Modernity](https://coylehospitality.com/amman-mystery-shopping/) - Coyle Hospitality could not put it any better than Jordan’s tourism pros who call Amman "a modern city built on the ancient sands of time." Amman is awesome.
- [Achat Secret -- Service d'observateur dans l'hôtellerie](https://coylehospitality.com/fl-france/) - Garantie de qualité hôtellière, service d'achat secret. Coyle Hospitality Group
- [Fast Casual Restaurant Mystery Shopping Programs](https://coylehospitality.com/mystery-shopping-services/fast-casual-restaurant-mystery-shopping-programs-consulting/) - Every restaurant secret shopper and consultant that Coyle Hospitality Group deploys on behalf its clients is carefully selected and a true expert in his/her respective field.
- [Strong Kids Program](https://coylehospitality.com/about/coyle-cares/coyle-cares-strong-kids/) - Why Strong Kids at Camp-Combe? "What even the casual observer could never miss at Camp Combe is the almost freakish level of staff enthusiasm from top-to-bottom," say Jim Coyle, who became involved with the camp first as a camper-parent, and then as a member of the Board of Directors in 2008. "Once my wife and
- [サービス品質 -- ミステリー ショッピング サービス](https://coylehospitality.com/fl-japan/) - ミステリー ショッピング会社 Coyle Hospitality Group
- [Servicekwaliteit Mystery Shopping Bedrijf](https://coylehospitality.com/fl-dutch/) - Mystery shopping bedrijf Coyle hospitality Group. Hotel kwaliteitsgarantie & hotel best practices
- [Home 2016](https://coylehospitality.com/home-2016/) - [rev_slider_vc alias=”home”] Button Text Here Button Text Here Button Text Here Button Text Here Button Text Here Button Text Here Coyle provides unparalleled consulting services to the global hospitality industry. Coyle also offers best-in-breed mystery shopping, quality assurance, and marketing research programs to assist clients in evaluating their customer experience. Who is Coyle Hospitality Founded
- [Mystery Shopping Programs for Hotels, Restaurants, Cruises and More](https://coylehospitality.com/mystery-shopping-programs/) - At Coyle Hospitality Group, we offer customized mystery shopping programs that ensure accountability and results to all of our hospitality clients.
- [An Extensive Mystery Shopper Evaluation Sample for Your Business](https://coylehospitality.com/mystery-shopper-report-sample/) - Take a look at a mystery shopper report sample from Coyle Hospitality Group and you’ll see the wide range of customized services we can provide.
- [The Most Comprehensive Restaurant Mystery Shopper Evaluation Services](https://coylehospitality.com/mystery-shopper-report-restaurant/) - A restaurant mystery shopper report from Coyle Hospitality Group is full of detailed, complete feedback and plans to create greater customer satisfaction.
- [Get a Bar Mystery Shopper Evaluation for Your Business](https://coylehospitality.com/get-a-bar-mystery-shopper-report-for-your-business/) - Coyle Hospitality Group’s bar mystery shopper report services help establishments of all sizes reach their goals, expand their customer base and more.
- [A Complete, Detailed Hotel Mystery Shopper Evaluation for Your Business](https://coylehospitality.com/a-complete-detailed-hotel-mystery-shopper-report-for-your-business/) - A hotel mystery shopper report from Coyle Hospitality Group gives clients the action plans needed to ensure accountability and get real results.
- [A Cruise Mystery Shopper Evaluation to Improve Guest Satisfaction](https://coylehospitality.com/a-cruise-mystery-shopper-report-to-improve-guest-satisfaction/) - The hospitality industry could always increase the loyalty and satisfaction of its guests, and a cruise mystery shopper report is the perfect start.
- [Enhance Your Services with a Spa Mystery Shopper Evaluation](https://coylehospitality.com/mystery-shopper-report-spa/) - From small salons to elaborate destinations, a spa mystery shopper report from Coyle puts you on track to offer the best experience to your guests.
- [Luxury, Upscale Mystery Shopping and Market Research](https://coylehospitality.com/mystery-shopping-services/luxury-upscale-mystery-shopping-and-market-research/) - Businesses that sell luxury good or services have a unique challenge when it comes to market research and mystery shopping. The mystery shoppers and panel must be credible luxury consumers. More than just a product or service, luxury companies are selling a lifestyle, a way of life, something emotional that speaks to the customers’ aspirations
- [Maximize your customer loyalty by leveraging the best professional hotel inspectors available.](https://coylehospitality.com/hotel-inspector-referrals/) - Find out what makes professional hotel inspectors’ insights deliver unparalleled returns for our clients.
- [Secret Shopper Programs: Prime Your Business for Positive Evaluations](https://coylehospitality.com/secret-shopper-referral-program/) - Let Coyle Hospitality’s secret shopper program help you deliver nothing less than perfection to your customers.
- [Industry Leaders in Global Secret Shopping Programs](https://coylehospitality.com/secret-shopping-referral-services/) - Eighteen years in the experiential industry makes Coyle Hospitality Group the leading experts in secret shopping programs.
- [The Hospitality Industry’s Leading Mystery Shopping Programs](https://coylehospitality.com/mystery-shopping-referral-source/) - As the worldwide leader among mystery shopping programs, Coyle Hospitality Group works with any company, regardless of size, independent or brand.
- [Why Should You Use Mystery Shopping?](https://coylehospitality.com/resources/why-should-you-use-mystery-shopping-crm/) - Coyle hospitality are your brand-educated eyes and ears, providing unparalled feedback to give you a competitive advantage.
- [A Mystery Shopping Program That Goes Above and Beyond](https://coylehospitality.com/mystery-shopping-program/) - The right mystery shopping program has to be complete, customized and ready to implement a follow-up action plan. Coyle does all of this and more.
- [The Perfect Mystery Shopping Option for Your Company](https://coylehospitality.com/mystery-shopping-agencies/) - As the leading mystery shopping program, Coyle Hospitality Group provides clients with customized services, including actionable feedback.
- [Industry-Leading Restaurant Quality Assurance Services](https://coylehospitality.com/restaurant-quality-assurance/) - As Coyle’s restaurant quality assurance consultants work with your company, you will become a leader in customer experience, satisfaction and loyalty.
- [Coyle Hospitality Group – The Perfect Secret Shopping Solution](https://coylehospitality.com/secret-shopping-company/) - Coyle Hospitality Group separates itself from other secret shopper companies with customized client programs and detailed, objective reporting.
- [A Consulting Firm That Can Design and Implement Programs to Meet Your Specific Mystery Shopping Needs](https://coylehospitality.com/mystery-shopping-agency/) - As the leader among mystery shopping agencies, Coyle offers clients everything from customized programs to detailed, actionable feedback and more.
- [Thank You](https://coylehospitality.com/request-report-thank-you/) - We have received your inquiry and will be in touch shortly. If you need immediate assistance, please feel free to contact us at 1-800-891-9292 or +1-212-629-2083. We look forward to speaking with you soon. Regards, The Coyle Team
- [Brazen and Bold: Berlin Beckons](https://coylehospitality.com/berlin-mystery-shopping/) - Second to none, the 21st century capital city comes into its own, taking the nation's lead in tourism-related service industries.
- [  Mobile Site](https://coylehospitality.com/mobile-home/) - Services Our Clients About Us Become an Evaluator Contact Us For our Clients and Evaluators Client Login Evaluator Login
- [Exceptional Customer Experience Consulting](https://coylehospitality.com/customer-experience-consulting/) - By working with Coyle Hospitality Group, you will discover the difference exceptional customer experience consulting will make for your business.
- [Hospitality Consulting That Gets the Results You Want](https://coylehospitality.com/hospitality-consulting/) - Coyle’s global team of hospitality consultants work with a wide variety of industries, including hotels, spas, restaurants, bars, cruises and more.
- [The Ideal Mystery Shopping Company for the Hospitality Industry](https://coylehospitality.com/mystery-shopping-company/) - With a global network of professional evaluators ready to measure your performance, Coyle Hospitality Group is the ideal mystery shopping company for you.
- [Sports/Events Mystery Shopping and Consulting](https://coylehospitality.com/mystery-shopping-services/sports-events-consulting/) - Get your tailor-made mystery shopping program that fits your business, your challenges, and your objectives.
- [At a Glance](https://coylehospitality.com/at-a-glance/) - Coyle provides innovative mystery shopping, quality assurance, and custom marketing research exclusively to hospitality and other high-touch service industries. Let Coyle be your eyes and ears with… Tailor-made quality assurance programs designed for your needs Dedicated hospitality experts that understand your brand Objective, detailed, & relevant feedback Global evaluator network of seasoned travelers and local
- [Research](https://coylehospitality.com/research/) - Five Ways Your Restaurant Can "Go Green" What’s going on in the restaurant industry? Cornell University’s School of Hotel Adminisration’s Dean Michael Johnson mediated a panel of top innovators including Mr. Daniel Rosenthal... Read More» Social Media & The Guest Experience Although the continued expansion of websites such as Facebook, LinkedIn, YouTube, and Twitter makes headlines
- [Scripts test](https://coylehospitality.com/scripts-test/) - Testing 1 2 3
- [What is a Mystery Guest Going to Experience?](https://coylehospitality.com/resources/what-is-a-mystery-guest/) - A mystery shopper or mystery guest scheduled via Coyle will experience every aspect of your value proposition through the eyes of a typical guest. Hotel clients do (and should) have a lot of input into the process, but we firmly recommend that no one at the property know when the shopper will be coming. Reservations
- [Why Choose our Mystery Shopping Company?](https://coylehospitality.com/resources/why-choose-our-mystery-shopping-company/) - Our Purpose Coyle Hospitality Group has been dedicated, since its inception, to the hospitality industry serving hotels, restaurants and spas exclusively. All of Coyle’s assets are leveraged in favor of hospitality companies that want the most out of their mystery shopping program. The firm’s principals began as clients of mystery shopping companies working for years
- [Improving Hotel Customer Service](https://coylehospitality.com/resources/improving-hotel-customer-service/) - Coyle -- Hotels, Restaurants, Spas. Period Question: Why does Mystery Shopping Improve Customer Service? Answer: Because the mere perception that they are being watched is sufficient motivation to positively alter people's actions. The term 'mystery shopping' has become quite prevalent in today's society. The principle reason companies use mystery shopping companies is to measure employee
- [Converting Mystery Shopping Data into Results](https://coylehospitality.com/resources/converting-mystery-shopping-data-into-results/) - Hoteliers, restaurateurs and spa operators wishing to maximize the value of their mystery shopping program often ask: Now that I have this report, what exactly do I do with it? Getting the most out of Mystery Shopping Develop Actionable Quality Metrics Convert Mystery Shopping Data into Action Best Practices for Mystery Shopping Programs The following
- [Developing Actionable Quality Metrics for your Hotel](https://coylehospitality.com/resources/developing-actionable-quality-metrics-for-your-hotel/) - Hoteliers, restaurateurs and spa operators wishing to maximize the value of their mystery shopping program often ask: Now that I have this report, what exactly do I do with it? Getting the most out of Mystery Shopping Develop Actionable Quality Metrics Convert Mystery Shopping Data into Action Best Practices for Mystery Shopping Programs To get
- [What qualities separate mystery shopping services?](https://coylehospitality.com/resources/what-qualities-separate-mystery-shopping-services/) - Whereas most mystery shopping companies choose to cover many or all segments of commerce, Coyle specializes in the hospitality industry exclusively; evaluating hotels, restaurants and spas. Why should this be important to you? Simply because we are as committed to the hospitality industry as you are. With Coyle, you are partnering with professionals that understand
- [What steps are taken with an initial mystery shopping service?](https://coylehospitality.com/resources/what-steps-are-taken-with-an-initial-mystery-shopping-service/) - If you are reading this, you are probably either looking for a mystery shopping service or wondering how one can benefit your business. Coyle is a mystery shopping company that has exclusively served the hospitality business since 1996. If you are not a hotelier, restaurateur, or spa operator, Coyle is not the right fit for
- [Social Media Trends in the Hospitality Industry](https://coylehospitality.com/2012-social-media-trends-in-the-hospitality-industry/) - Thank you for signing up to receive the report, "Social Media Trends in the Hospitality Industry." Click here to download your free copy of this exclusive 2012 research report. Best regards, Coyle Hospitality Group
- [مراقبة الأداء -- خدمة تحري عن مستوى الخدمات](https://coylehospitality.com/1449/) - التحري عن مستوى الخدمات تأكيد جودة الضيافة أهم ممارسات الفندق
- [Beware of Mystery Shopping Fraud!](https://coylehospitality.com/beware-of-mystery-shopping-fraud/) - Beware of Mystery Shopping Fraud! The internet has spawned several scams perpetrated by con artists intending to defraud people seeking mystery shopping assignments. Follow these rules below: ANY offer that requests that you wire money through Western Union or Moneygram is a scam. ANY offer that comes with a check payable to you in advance
- [神秘購物 -- 酒店業品質保證](https://coylehospitality.com/fl-chinese-traditional/) - 神秘购物公司 Coyle Hospitality Group. 酒店业品质保证
- [神秘购物 -- 酒店业品质保证](https://coylehospitality.com/fl-chinese-simplified/) - 酒店業品質保證 Coyle Hospitality Group 神秘購物公司
- [고객 환대 품질 보증 -- 미스테리 쇼핑](https://coylehospitality.com/fl-korean/) - 미스테리 쇼핑 서비스 고객 환대 품질 보증 Coyle Hospitality Group.
- [Hospitality Daily News](https://coylehospitality.com/blog/hospitality-daily-news/) - As you might have guessed, Coyle Hospitality Group is dedicated to hospitality. That is why we want to provide you with the most up-to-date, relevant news articles about your industry. Everyday, you can visit our Hospitality Daily News page to view hand-selected articles compiled and summarized by our research team. Contact us today to subscribe
- [Best Practices for Effective Hotel Mystery Shopping Programs](https://coylehospitality.com/resources/best-practices-for-effective-hotel-mystery-shopping-programs/) - Hoteliers, restaurateurs and spa operators wishing to maximize the value of their mystery shopping program often ask: Now that I have this report, what exactly do I do with it? Getting the most out of Mystery Shopping Develop Actionable Quality Metrics Convert Mystery Shopping Data into Action Best Practices for Mystery Shopping Programs Operators get

## Testimonials

- [Dana Minton](https://coylehospitality.com/testimonials/dana-minton-training-manager/) - The customer support team is quick to respond and has gone well above and beyond our expectations regarding service.
- [Lisa Vogt](https://coylehospitality.com/testimonials/lisa-vogt-royal-caribbean-international/) - Coyle truly understands how to measure our brand from diverse cultural perspectives and in comparison to our competitor set.
- [Frank Soto](https://coylehospitality.com/testimonials/frank-soto/) - Coyle is an excellent partner for anyone who is really serious about exceeding their guests’ expectations.
- [Adriana Marianella](https://coylehospitality.com/testimonials/adriana-marianella/) - Coyle understands the experiential hotel segment. Their method is key to highlighting opportunities for improvement, and plays an essential part in taking guest experience to new heights.
- [Peter Karpinski](https://coylehospitality.com/testimonials/peter-karpinski/) - The evaluators are accurate and really thorough. They also provide consumer insights that are detailed, objective and constructive. We learn something new and useful each time, which is crucial for long-term guest satisfaction and loyalty.
- [Chris Greco](https://coylehospitality.com/testimonials/chris-greco/) - Year after year, Coyle’s team has proven themselves as smart, dedicated partners who deliver actionable insights into our most important audiences which in turn help drive the success of Tauck’s business.
- [Jesse Rathner](https://coylehospitality.com/testimonials/jesse-rathner/) - Coyle provides us with valuable insight into the fan experience. Through their thorough quality assurance standards and vetting process, we have received valuable information regarding the service we deliver that otherwise would be unattainable.
- [Jaideep Abraham](https://coylehospitality.com/testimonials/jaideep-abraham/) - We have been working with Coyle since 2019 to mystery shop selected areas across the Baha Mar resort, and they have been working with us as a partner getting the standards to the level we want to work with. The experienced and professional mystery shoppers provide us with great actionable feedback that our teams find
- [Mindi Basha](https://coylehospitality.com/testimonials/mindi-basha-vice-president-hospitality-at-medmen/) - As a cannabis retailer, our #1 goal is to be the industry leader in offering a Five-Star Experience. We searched for potential partners that could align with our vision to execute specific standards and complexities in our business. Coyle was a clear match! Coyle provides our company with the ability to identify opportunities in our consumer's in-store

## Clients

- [Hines](https://coylehospitality.com/clients-list/hines/)
- [The Metropolitan Museum of Art](https://coylehospitality.com/clients-list/the-metropolitan-museum-of-art/)
- [REVOLVE / FWRD](https://coylehospitality.com/clients-list/revolve-fwrd/)
- [Aritzia](https://coylehospitality.com/clients-list/aritzia/)
- [Nando’s](https://coylehospitality.com/clients-list/nandos/)
- [Tommy Bahama](https://coylehospitality.com/clients-list/tommy-bahama/)
- [WeWork](https://coylehospitality.com/clients-list/wework-2/)
- [Din Tai Fung](https://coylehospitality.com/clients-list/din-tai-fung/)
- [Soho House](https://coylehospitality.com/clients-list/soho-house/)
- [MSC Cruises](https://coylehospitality.com/clients-list/msc-cruises/)
- [Fox Restaurant Concepts](https://coylehospitality.com/clients-list/fox-restaurant-concepts-2/)
- [Shangri-La Hotels](https://coylehospitality.com/clients-list/shangri-la-hotels/)
- [Nobu](https://coylehospitality.com/clients-list/nobu/)
- [Hyatt](https://coylehospitality.com/clients-list/hyatt-2/)
- [IHG](https://coylehospitality.com/clients-list/ihg/)
- [Hyatt](https://coylehospitality.com/clients-list/hyatt/)
- [Joe's Auto Parks](https://coylehospitality.com/clients-list/joes-auto-parks/)
- [Metropolis Parking](https://coylehospitality.com/clients-list/metropolis-parking/)
- [717 Parking](https://coylehospitality.com/clients-list/717-parking/)
- [LAZ Parking](https://coylehospitality.com/clients-list/laz_parking/)
- [Marriott](https://coylehospitality.com/clients-list/marriott/)
- [Benefit Cosmetics](https://coylehospitality.com/clients-list/benefit-cosmetics/)
- [P.F. Chang's](https://coylehospitality.com/clients-list/p-f-changs/)
- [WeWork](https://coylehospitality.com/clients-list/wework/)
- [WellNOW](https://coylehospitality.com/clients-list/wellnow/)
- [Kisco Senior Living](https://coylehospitality.com/clients-list/kisco-senior-living/)
- [Tishman Speyer](https://coylehospitality.com/clients-list/tishman-speyer/)
- [Compass Group](https://coylehospitality.com/clients-list/compass-group/)
- [MedCare Farms](https://coylehospitality.com/clients-list/medcare-farms/)
- [MedMen](https://coylehospitality.com/clients-list/medmen-2/)
- [Cookies](https://coylehospitality.com/clients-list/12646/)
- [Laz Parking](https://coylehospitality.com/clients-list/laz-parking/)
- [50 Eggs Hospitality Group](https://coylehospitality.com/clients-list/50-eggs-hospitality-group/)
- [Baha Mar](https://coylehospitality.com/clients-list/baha-mar/)
- [The Cosmopolitan of Las Vegas](https://coylehospitality.com/clients-list/the-cosmopolitan-of-las-vegas/)
- [Universal Studios](https://coylehospitality.com/clients-list/universal-studios/)
- [MedMen](https://coylehospitality.com/clients-list/medmen/)
- [Ponte Winery](https://coylehospitality.com/clients-list/ponte-winery/)
- [Sub-Zero Wolf](https://coylehospitality.com/clients-list/sub-zero-wolf/)
- [Roja Parfums](https://coylehospitality.com/clients-list/roja-parfums/)
- [Escada](https://coylehospitality.com/clients-list/escada/)
- [MileStone Community Builders](https://coylehospitality.com/clients-list/milestone-community-builders/)
- [Shea Homes](https://coylehospitality.com/clients-list/shea-homes/)
- [James Hardie](https://coylehospitality.com/clients-list/james-hardie/)
- [Meritage Homes](https://coylehospitality.com/clients-list/meritage-homes/)
- [D.R. Horton](https://coylehospitality.com/clients-list/d-r-horton/)
- [Graduate Hotels](https://coylehospitality.com/clients-list/graduate-hotels/)
- [Garces Group](https://coylehospitality.com/clients-list/garces-group/)
- [Princess Cruises](https://coylehospitality.com/clients-list/princess-cruises/)
- [Viceroy Hotel Group](https://coylehospitality.com/clients-list/viceroy-hotel-group/)
- [Wolfgang Puck Catering](https://coylehospitality.com/clients-list/wolfgang-puck-catering/)
- [Four Seasons](https://coylehospitality.com/clients-list/four-seasons/)
- [Fox Restaurant Concepts](https://coylehospitality.com/clients-list/fox-restaurant-concepts/)
- [Royal Caribbean International](https://coylehospitality.com/clients-list/royal-caribbean-international/)
- [D&D London](https://coylehospitality.com/clients-list/dd-london/)
- [Potato Head](https://coylehospitality.com/clients-list/potato-head/)
- [Tauck](https://coylehospitality.com/clients-list/tauck/)
- [Daniel Boulud](https://coylehospitality.com/clients-list/daniel-boulud/)
- [Small Luxury Hotels of the World](https://coylehospitality.com/clients-list/small-luxury-hotels-of-the-world/)

## Categories

- [The Staff](https://coylehospitality.com/category/slug3_staff/) - The Staff are the ones who carry the water at the end of the day. Training, Recruiting, and Retention are crucial to the guest experience.
- [The Company](https://coylehospitality.com/category/the_company/) - The Company is all about how companies form their visions and goals and then how they walk the talk.
- [Spas](https://coylehospitality.com/category/spas/)
- [Hotels & Resorts](https://coylehospitality.com/category/hotels-resorts-inns/)
- [Cruises](https://coylehospitality.com/category/cruises/)
- [Restaurants & Bars](https://coylehospitality.com/category/restaurants-bars-diners-clubs/)
- [Sports & Events](https://coylehospitality.com/category/sports-events/)
- [Sales & Marketing](https://coylehospitality.com/category/sales-marketing/)
- [Research Reports](https://coylehospitality.com/category/research_reports/)
- [Blog](https://coylehospitality.com/category/blog/)
- [New York](https://coylehospitality.com/category/new-york/)
- [Miami](https://coylehospitality.com/category/miami/)
- [Case Studies](https://coylehospitality.com/category/cases/)
- [Restaurant & Bar Case Studies](https://coylehospitality.com/category/cases/restaurant-bar/)
- [Hotel & Resort Case Studies](https://coylehospitality.com/category/cases/hotels-and-resorts/)
- [Cruise Case Studies](https://coylehospitality.com/category/cases/cruises-cases/)
- [Brand Compliance Case Studies](https://coylehospitality.com/category/cases/brand-compliance/)
- [Marketing Research Case Studies](https://coylehospitality.com/category/cases/marketing-research-cases/)
- [Sales & Marketing Case Studies](https://coylehospitality.com/category/cases/sales-marketing-cases/)
- [Spa & Wellness Case Studies](https://coylehospitality.com/category/cases/spas-cases/)
- [Marketing Research](https://coylehospitality.com/category/marketing-research/)
- [Recipes](https://coylehospitality.com/category/recipes/)
- [Coyle Connection](https://coylehospitality.com/category/coyle-connection/)
- [Coyle Conversations](https://coylehospitality.com/category/coyle-conversations/)
- [Services](https://coylehospitality.com/category/services/)
- [News](https://coylehospitality.com/category/news/)
- [Training](https://coylehospitality.com/category/training/)
- [Customer Service Savants](https://coylehospitality.com/category/blog/customer-service-savants/)
- [COVID-19](https://coylehospitality.com/category/covid-19/)
- [Podcast](https://coylehospitality.com/category/podcast/)
- [Traveler Listening Post](https://coylehospitality.com/category/blog/traveler-listening-post/)
- [Cannabis](https://coylehospitality.com/category/cannabis/)
- [Consulting](https://coylehospitality.com/category/consulting/)
- [Retail](https://coylehospitality.com/category/retail/)
- [Evaluator Profiles](https://coylehospitality.com/category/evaluator-profiles/)
- [Healthcare](https://coylehospitality.com/category/healthcare/)

## Tags

- [Quality Inspector](https://coylehospitality.com/tag/quality-inspector/)
- [Quality Review](https://coylehospitality.com/tag/quality-review/)
- [Service Best Practices](https://coylehospitality.com/tag/service-best-practices/)
- [Service Recovery](https://coylehospitality.com/tag/service-recovery/)
- [Service Quality](https://coylehospitality.com/tag/service-quality/)
- [Trends](https://coylehospitality.com/tag/trends/)
- [mystery shopping](https://coylehospitality.com/tag/mystery-shopping/)
- [Loyalty Program](https://coylehospitality.com/tag/loyalty-program/)
- [Leadership](https://coylehospitality.com/tag/leadership/)
- [Customer Loyalty](https://coylehospitality.com/tag/customer-loyalty/)
- [Marketing](https://coylehospitality.com/tag/marketing/)
- [Guest Experience](https://coylehospitality.com/tag/guest-experience/)
- [Company Values](https://coylehospitality.com/tag/company-values/)
- [Value](https://coylehospitality.com/tag/value/)
- [Technology](https://coylehospitality.com/tag/technology/)
- [Innovation](https://coylehospitality.com/tag/innovation/)
- [Staff Engagement](https://coylehospitality.com/tag/staff-engagement/)
- [Brand Management](https://coylehospitality.com/tag/brand-management/)
- [Guest Satisfaction](https://coylehospitality.com/tag/guest-satisfaction/)
- [Training](https://coylehospitality.com/tag/training/)
- [Press](https://coylehospitality.com/tag/press/)
- [Quarterly Reports](https://coylehospitality.com/tag/quarterly-reports/)
- [guest loyalty](https://coylehospitality.com/tag/guest-loyalty/)
- [mystery shopper](https://coylehospitality.com/tag/mystery-shopper/)
- [customer experience research](https://coylehospitality.com/tag/customer-experience-research/)
- [Bergen County restaurants](https://coylehospitality.com/tag/bergen-county-restaurants/)
- [Montclair and Essex County restaurants](https://coylehospitality.com/tag/montclair-and-essex-county-restaurants/)
- [hotels in North Jersey](https://coylehospitality.com/tag/hotels-in-north-jersey/)
- [Hackensack dining](https://coylehospitality.com/tag/hackensack-dining/)
- [mystery shopping services for North Jersey](https://coylehospitality.com/tag/mystery-shopping-services-for-north-jersey/)
- [restaurant consultants](https://coylehospitality.com/tag/restaurant-consultants/)
- [New Jersey mystery shoppers](https://coylehospitality.com/tag/new-jersey-mystery-shoppers/)
- [Silicon Valley restaurants](https://coylehospitality.com/tag/silicon-valley-restaurants/)
- [San Jose dining](https://coylehospitality.com/tag/san-jose-dining/)
- [Santana Row restaurants](https://coylehospitality.com/tag/santana-row-restaurants/)
- [downtown San Jose hotels](https://coylehospitality.com/tag/downtown-san-jose-hotels/)
- [mystery shopping services in South Bay](https://coylehospitality.com/tag/mystery-shopping-services-in-south-bay/)
- [mystery shopping services in the Peninsula](https://coylehospitality.com/tag/mystery-shopping-services-in-the-peninsula/)
- [hotels in Silicon Valley](https://coylehospitality.com/tag/hotels-in-silicon-valley/)
- [Kansas City barbecue](https://coylehospitality.com/tag/kansas-city-barbecue/)
- [Kansas City restaurants](https://coylehospitality.com/tag/kansas-city-restaurants/)
- [best barbecue KCMO](https://coylehospitality.com/tag/best-barbecue-kcmo/)
- [BBQ in Kansas City](https://coylehospitality.com/tag/bbq-in-kansas-city/)
- [hotels Kansas City](https://coylehospitality.com/tag/hotels-kansas-city/)
- [accommodation Kansas City](https://coylehospitality.com/tag/accommodation-kansas-city/)
- [mystery shopping Kansas City](https://coylehospitality.com/tag/mystery-shopping-kansas-city/)
- [best hotels in Midwest](https://coylehospitality.com/tag/best-hotels-in-midwest/)
- [best restaurants Midwest](https://coylehospitality.com/tag/best-restaurants-midwest/)
- [Montreal dining](https://coylehospitality.com/tag/montreal-dining/)
- [French-speaking restaurant evaluators](https://coylehospitality.com/tag/french-speaking-restaurant-evaluators/)
- [mystery shopping Montreal](https://coylehospitality.com/tag/mystery-shopping-montreal/)
- [Montreal hotels](https://coylehospitality.com/tag/montreal-hotels/)
- [best dining Montreal](https://coylehospitality.com/tag/best-dining-montreal/)
- [best hotels Montreal](https://coylehospitality.com/tag/best-hotels-montreal/)
- [bilingual mystery shoppers](https://coylehospitality.com/tag/bilingual-mystery-shoppers/)
- [Orlando mystery shoppers](https://coylehospitality.com/tag/orlando-mystery-shoppers/)
- [Orlando hotels restaurants](https://coylehospitality.com/tag/orlando-hotels-restaurants/)
- [Lake Buena Vista hotels](https://coylehospitality.com/tag/lake-buena-vista-hotels/)
- [best hotels Orlando](https://coylehospitality.com/tag/best-hotels-orlando/)
- [family hotels Orlando](https://coylehospitality.com/tag/family-hotels-orlando/)
- [restaurants Orlando](https://coylehospitality.com/tag/restaurants-orlando/)
- [Honolulu mystery shopping](https://coylehospitality.com/tag/honolulu-mystery-shopping/)
- [Honolulu hotels](https://coylehospitality.com/tag/honolulu-hotels/)
- [Oahu tourism](https://coylehospitality.com/tag/oahu-tourism/)
- [Honolulu restaurants](https://coylehospitality.com/tag/honolulu-restaurants/)
- [best hotels Hawaii](https://coylehospitality.com/tag/best-hotels-hawaii/)
- [Honolulu cruise arrivals departures](https://coylehospitality.com/tag/honolulu-cruise-arrivals-departures/)
- [cruises Hawaii](https://coylehospitality.com/tag/cruises-hawaii/)
- [mystery shoppers in Honolulu](https://coylehospitality.com/tag/mystery-shoppers-in-honolulu/)
- [San Antonio dining](https://coylehospitality.com/tag/san-antonio-dining/)
- [San Antonio hotels](https://coylehospitality.com/tag/san-antonio-hotels/)
- [San Antonio restaurants](https://coylehospitality.com/tag/san-antonio-restaurants/)
- [River walk restaurants](https://coylehospitality.com/tag/river-walk-restaurants/)
- [San Antonio mystery shoppers](https://coylehospitality.com/tag/san-antonio-mystery-shoppers/)
- [mystery shopping San Antonio](https://coylehospitality.com/tag/mystery-shopping-san-antonio/)
- [Santa Barbara hotels](https://coylehospitality.com/tag/santa-barbara-hotels/)
- [Santa Barbara resorts](https://coylehospitality.com/tag/santa-barbara-resorts/)
- [mystery shoppers Santa Barbara](https://coylehospitality.com/tag/mystery-shoppers-santa-barbara/)
- [Kimpton Canary Santa Barbara](https://coylehospitality.com/tag/kimpton-canary-santa-barbara/)
- [San Ysidro Ranch](https://coylehospitality.com/tag/san-ysidro-ranch/)
- [La Super-Rica Taqueria](https://coylehospitality.com/tag/la-super-rica-taqueria/)
- [The Stonehouse Santa Barbara](https://coylehospitality.com/tag/the-stonehouse-santa-barbara/)
- [St. Louis hotels](https://coylehospitality.com/tag/st-louis-hotels/)
- [St. Louis convention hotels](https://coylehospitality.com/tag/st-louis-convention-hotels/)
- [St. Louis five star hotels](https://coylehospitality.com/tag/st-louis-five-star-hotels/)
- [mystery shoppers St. Louis](https://coylehospitality.com/tag/mystery-shoppers-st-louis/)
- [hotel and dining mystery shoppers](https://coylehospitality.com/tag/hotel-and-dining-mystery-shoppers/)
- [casino hotels St. Louis](https://coylehospitality.com/tag/casino-hotels-st-louis/)
- [St. Louis restaurant evaluators](https://coylehospitality.com/tag/st-louis-restaurant-evaluators/)
- [best St. Louis restaurants](https://coylehospitality.com/tag/best-st-louis-restaurants/)
- [Tampa tourism](https://coylehospitality.com/tag/tampa-tourism/)
- [Tampa hotels resorts](https://coylehospitality.com/tag/tampa-hotels-resorts/)
- [Tampa Bay dining](https://coylehospitality.com/tag/tampa-bay-dining/)
- [Mystery Shopping Tampa Bay](https://coylehospitality.com/tag/mystery-shopping-tampa-bay/)
- [Tampa St. Pete mystery shoppers](https://coylehospitality.com/tag/tampa-st-pete-mystery-shoppers/)
- [Tampa restaurants](https://coylehospitality.com/tag/tampa-restaurants/)
- [Tampa cruise lines](https://coylehospitality.com/tag/tampa-cruise-lines/)
- [Amman mystery shoppers](https://coylehospitality.com/tag/amman-mystery-shoppers/)
- [Amman hotel evaluators](https://coylehospitality.com/tag/amman-hotel-evaluators/)
- [Jordanian hotel experts](https://coylehospitality.com/tag/jordanian-hotel-experts/)
- [restaurants in Amman](https://coylehospitality.com/tag/restaurants-in-amman/)
- [Amman Jordan dining](https://coylehospitality.com/tag/amman-jordan-dining/)
- [Amman hotel and restaurant business](https://coylehospitality.com/tag/amman-hotel-and-restaurant-business/)
- [Bali hotels](https://coylehospitality.com/tag/bali-hotels/)
- [Bali resorts](https://coylehospitality.com/tag/bali-resorts/)
- [Best Bali hotels](https://coylehospitality.com/tag/best-bali-hotels/)
- [mystery shopping Bali hotels](https://coylehospitality.com/tag/mystery-shopping-bali-hotels/)
- [mystery shopper Bali resort](https://coylehospitality.com/tag/mystery-shopper-bali-resort/)
- [Hotel evaluator Bali](https://coylehospitality.com/tag/hotel-evaluator-bali/)
- [Beirut hotels](https://coylehospitality.com/tag/beirut-hotels/)
- [best hotels in Beirut](https://coylehospitality.com/tag/best-hotels-in-beirut/)
- [new hotels Beirut](https://coylehospitality.com/tag/new-hotels-beirut/)
- [Zaitunay Beirut](https://coylehospitality.com/tag/zaitunay-beirut/)
- [mystery shopping services Beirut](https://coylehospitality.com/tag/mystery-shopping-services-beirut/)
- [restaurants in Beirut](https://coylehospitality.com/tag/restaurants-in-beirut/)
- [Doha hotels](https://coylehospitality.com/tag/doha-hotels/)
- [Doha hotel brands](https://coylehospitality.com/tag/doha-hotel-brands/)
- [best Doha hotels](https://coylehospitality.com/tag/best-doha-hotels/)
- [luxury hotels in Doha](https://coylehospitality.com/tag/luxury-hotels-in-doha/)
- [restaurant hotels Doha](https://coylehospitality.com/tag/restaurant-hotels-doha/)
- [mystery shoppers Doha hospitality](https://coylehospitality.com/tag/mystery-shoppers-doha-hospitality/)
- [Macau hotels](https://coylehospitality.com/tag/macau-hotels/)
- [Macau tourism](https://coylehospitality.com/tag/macau-tourism/)
- [international brands Macau hotels](https://coylehospitality.com/tag/international-brands-macau-hotels/)
- [mystery shopping services Macau](https://coylehospitality.com/tag/mystery-shopping-services-macau/)
- [mystery shoppers in Macau](https://coylehospitality.com/tag/mystery-shoppers-in-macau/)
- [top hotels Macau](https://coylehospitality.com/tag/top-hotels-macau/)
- [new hotels Macau](https://coylehospitality.com/tag/new-hotels-macau/)
- [hotels in Cotai Macau](https://coylehospitality.com/tag/hotels-in-cotai-macau/)
- [Maldives resorts](https://coylehospitality.com/tag/maldives-resorts/)
- [best resorts Maldives](https://coylehospitality.com/tag/best-resorts-maldives/)
- [mystery shoppers Maldives](https://coylehospitality.com/tag/mystery-shoppers-maldives/)
- [Maldives vacation resorts](https://coylehospitality.com/tag/maldives-vacation-resorts/)
- [luxury Maldives](https://coylehospitality.com/tag/luxury-maldives/)
- [tourism Maldives](https://coylehospitality.com/tag/tourism-maldives/)
- [secret shopping services Maldives](https://coylehospitality.com/tag/secret-shopping-services-maldives/)
- [Riyadh hotels](https://coylehospitality.com/tag/riyadh-hotels/)
- [Riyadh restaurants](https://coylehospitality.com/tag/riyadh-restaurants/)
- [best hotels in Riyadh](https://coylehospitality.com/tag/best-hotels-in-riyadh/)
- [business hotels Riyadh](https://coylehospitality.com/tag/business-hotels-riyadh/)
- [mystery shopping services Riyadh](https://coylehospitality.com/tag/mystery-shopping-services-riyadh/)
- [secret shopping services Riyadh](https://coylehospitality.com/tag/secret-shopping-services-riyadh/)
- [Shanghai hotels](https://coylehospitality.com/tag/shanghai-hotels/)
- [best hotels Shanghai](https://coylehospitality.com/tag/best-hotels-shanghai/)
- [hotel restaurants in Shanghai](https://coylehospitality.com/tag/hotel-restaurants-in-shanghai/)
- [optimize hotel performance Shanghai](https://coylehospitality.com/tag/optimize-hotel-performance-shanghai/)
- [luxury hotels Shanghai](https://coylehospitality.com/tag/luxury-hotels-shanghai/)
- [Istanbul hotels](https://coylehospitality.com/tag/istanbul-hotels/)
- [luxury hotels Istanbul](https://coylehospitality.com/tag/luxury-hotels-istanbul/)
- [Four Seasons Istanbul](https://coylehospitality.com/tag/four-seasons-istanbul/)
- [dining Istanbul](https://coylehospitality.com/tag/dining-istanbul/)
- [Kempinski Istanbul](https://coylehospitality.com/tag/kempinski-istanbul/)
- [five star Istanbul](https://coylehospitality.com/tag/five-star-istanbul/)
- [mystery shoppers Istanbul](https://coylehospitality.com/tag/mystery-shoppers-istanbul/)
- [mystery shopping Istanbul](https://coylehospitality.com/tag/mystery-shopping-istanbul/)
- [Turkish hotel evaluators](https://coylehospitality.com/tag/turkish-hotel-evaluators/)
- [Delhi dining](https://coylehospitality.com/tag/delhi-dining/)
- [New Delhi hotels](https://coylehospitality.com/tag/new-delhi-hotels/)
- [best hotels in New Delhi](https://coylehospitality.com/tag/best-hotels-in-new-delhi/)
- [new hotels Delhi](https://coylehospitality.com/tag/new-hotels-delhi/)
- [mystery shopping services for Delhi](https://coylehospitality.com/tag/mystery-shopping-services-for-delhi/)
- [hotel evaluators in India](https://coylehospitality.com/tag/hotel-evaluators-in-india/)
- [UB City hotels restaurants](https://coylehospitality.com/tag/ub-city-hotels-restaurants/)
- [Bangalore hotels](https://coylehospitality.com/tag/bangalore-hotels/)
- [Bangalore dining](https://coylehospitality.com/tag/bangalore-dining/)
- [best Bangalore hotels](https://coylehospitality.com/tag/best-bangalore-hotels/)
- [restaurants Bangalore](https://coylehospitality.com/tag/restaurants-bangalore/)
- [hotel evaluators Bangalore](https://coylehospitality.com/tag/hotel-evaluators-bangalore/)
- [mystery shoppers Bangalore](https://coylehospitality.com/tag/mystery-shoppers-bangalore/)
- [Moscow best hotels](https://coylehospitality.com/tag/moscow-best-hotels/)
- [Moscow hotels Red Square](https://coylehospitality.com/tag/moscow-hotels-red-square/)
- [Moscow top restaurants](https://coylehospitality.com/tag/moscow-top-restaurants/)
- [Moscow dining evaluators](https://coylehospitality.com/tag/moscow-dining-evaluators/)
- [mystery shoppers Moscow](https://coylehospitality.com/tag/mystery-shoppers-moscow/)
- [Moscow hotels mystery shopping](https://coylehospitality.com/tag/moscow-hotels-mystery-shopping/)
- [mystery shopping Tianjin](https://coylehospitality.com/tag/mystery-shopping-tianjin/)
- [hospitality restaurant Tianjin](https://coylehospitality.com/tag/hospitality-restaurant-tianjin/)
- [hotel inspectors China](https://coylehospitality.com/tag/hotel-inspectors-china/)
- [restaurant evaluators China](https://coylehospitality.com/tag/restaurant-evaluators-china/)
- [secret shopping services China](https://coylehospitality.com/tag/secret-shopping-services-china/)
- [customer experience consulting China](https://coylehospitality.com/tag/customer-experience-consulting-china/)
- [Restaurant mystery shoppers China](https://coylehospitality.com/tag/restaurant-mystery-shoppers-china/)
- [top hotels Tianjin](https://coylehospitality.com/tag/top-hotels-tianjin/)
- [Mystery shoppers in Guangzhou](https://coylehospitality.com/tag/mystery-shoppers-in-guangzhou/)
- [hotels in Guangzhou](https://coylehospitality.com/tag/hotels-in-guangzhou/)
- [hotel evaluators Guangzhou](https://coylehospitality.com/tag/hotel-evaluators-guangzhou/)
- [secret shopping services Guangzhou](https://coylehospitality.com/tag/secret-shopping-services-guangzhou/)
- [Chinese speaking mystery shoppers](https://coylehospitality.com/tag/chinese-speaking-mystery-shoppers/)
- [top hotels Guangzhou](https://coylehospitality.com/tag/top-hotels-guangzhou/)
- [Mystery shopping South Korea](https://coylehospitality.com/tag/mystery-shopping-south-korea/)
- [Seoul myster shoppers](https://coylehospitality.com/tag/seoul-myster-shoppers/)
- [Hotel mystery shopper Seoul](https://coylehospitality.com/tag/hotel-mystery-shopper-seoul/)
- [Seoul hotel evaluators](https://coylehospitality.com/tag/seoul-hotel-evaluators/)
- [Korean hotel evaluators](https://coylehospitality.com/tag/korean-hotel-evaluators/)
- [customer experience Seoul hotels](https://coylehospitality.com/tag/customer-experience-seoul-hotels/)
- [Seoul top restaurants](https://coylehospitality.com/tag/seoul-top-restaurants/)
- [Seoul dining mystery shoppers](https://coylehospitality.com/tag/seoul-dining-mystery-shoppers/)
- [Mystery shoppers Jakarta](https://coylehospitality.com/tag/mystery-shoppers-jakarta/)
- [Indonesia mystery shopping](https://coylehospitality.com/tag/indonesia-mystery-shopping/)
- [top hotels in Jakarta](https://coylehospitality.com/tag/top-hotels-in-jakarta/)
- [Jakarta dining](https://coylehospitality.com/tag/jakarta-dining/)
- [Jakarta secret shopping services](https://coylehospitality.com/tag/jakarta-secret-shopping-services/)
- [Jakarta hotel evaluators](https://coylehospitality.com/tag/jakarta-hotel-evaluators/)
- [Tokyo mystery shoppers](https://coylehospitality.com/tag/tokyo-mystery-shoppers/)
- [best Tokyo hotels](https://coylehospitality.com/tag/best-tokyo-hotels/)
- [Japanese speaking hotel evaluators](https://coylehospitality.com/tag/japanese-speaking-hotel-evaluators/)
- [secret shopping hotels Tokyo](https://coylehospitality.com/tag/secret-shopping-hotels-tokyo/)
- [Tokyo mystery shopping](https://coylehospitality.com/tag/tokyo-mystery-shopping/)
- [Ho Chi Minh City top hotels](https://coylehospitality.com/tag/ho-chi-minh-city-top-hotels/)
- [Hanoi hotels](https://coylehospitality.com/tag/hanoi-hotels/)
- [mystery shopping services Vietnam](https://coylehospitality.com/tag/mystery-shopping-services-vietnam/)
- [resort Vietnam mystery shoppers](https://coylehospitality.com/tag/resort-vietnam-mystery-shoppers/)
- [Aman Resorts](https://coylehospitality.com/tag/aman-resorts/)
- [Nam Thai](https://coylehospitality.com/tag/nam-thai/)
- [Ho Chi Minh City mystery shoppers](https://coylehospitality.com/tag/ho-chi-minh-city-mystery-shoppers/)
- [HCMC best hotels](https://coylehospitality.com/tag/hcmc-best-hotels/)
- [Mystery shopping services Egypt](https://coylehospitality.com/tag/mystery-shopping-services-egypt/)
- [hotels in Alexandria Egypt](https://coylehospitality.com/tag/hotels-in-alexandria-egypt/)
- [best hotels Egypt](https://coylehospitality.com/tag/best-hotels-egypt/)
- [secret shopping services Egypt](https://coylehospitality.com/tag/secret-shopping-services-egypt/)
- [mystery shoppers Egypt](https://coylehospitality.com/tag/mystery-shoppers-egypt/)
- [hotel evaluators Alexandria Egypt](https://coylehospitality.com/tag/hotel-evaluators-alexandria-egypt/)
- [Mystery shopping Nairobi hotels](https://coylehospitality.com/tag/mystery-shopping-nairobi-hotels/)
- [best hotels in Nairobi](https://coylehospitality.com/tag/best-hotels-in-nairobi/)
- [new hotel construction Nairobi](https://coylehospitality.com/tag/new-hotel-construction-nairobi/)
- [new hotels opening Nairobi](https://coylehospitality.com/tag/new-hotels-opening-nairobi/)
- [Kenya tourism visitors](https://coylehospitality.com/tag/kenya-tourism-visitors/)
- [secret shopping services Kenya](https://coylehospitality.com/tag/secret-shopping-services-kenya/)
- [hotel evaluators Nairobi](https://coylehospitality.com/tag/hotel-evaluators-nairobi/)
- [Mystery shopping Cairo hotels](https://coylehospitality.com/tag/mystery-shopping-cairo-hotels/)
- [best hotels in Cairo](https://coylehospitality.com/tag/best-hotels-in-cairo/)
- [five star hotels Cairo](https://coylehospitality.com/tag/five-star-hotels-cairo/)
- [hotel occupancy Cairo](https://coylehospitality.com/tag/hotel-occupancy-cairo/)
- [Egyptian tourism 2014](https://coylehospitality.com/tag/egyptian-tourism-2014/)
- [hotel evaluators Cairo](https://coylehospitality.com/tag/hotel-evaluators-cairo/)
- [secret shoppers Cairo hotels](https://coylehospitality.com/tag/secret-shoppers-cairo-hotels/)
- [Casablanca hotel scene](https://coylehospitality.com/tag/casablanca-hotel-scene/)
- [best hotels Casablanca](https://coylehospitality.com/tag/best-hotels-casablanca/)
- [hotel mystery shoppers Casablanca](https://coylehospitality.com/tag/hotel-mystery-shoppers-casablanca/)
- [Morocco hotel evaluators](https://coylehospitality.com/tag/morocco-hotel-evaluators/)
- [secret shopper service Casablanca](https://coylehospitality.com/tag/secret-shopper-service-casablanca/)
- [Moroccan hotel evaluators](https://coylehospitality.com/tag/moroccan-hotel-evaluators/)
- [Best Amsterdam hotels](https://coylehospitality.com/tag/best-amsterdam-hotels/)
- [mystery shopper service Amsterdam](https://coylehospitality.com/tag/mystery-shopper-service-amsterdam/)
- [secret shopping service Amsterdam](https://coylehospitality.com/tag/secret-shopping-service-amsterdam/)
- [best Amsterdam restaurants](https://coylehospitality.com/tag/best-amsterdam-restaurants/)
- [Michelin Amsterdam](https://coylehospitality.com/tag/michelin-amsterdam/)
- [Amsterdam hotel evaluators](https://coylehospitality.com/tag/amsterdam-hotel-evaluators/)
- [Hotel evaluators Athens](https://coylehospitality.com/tag/hotel-evaluators-athens/)
- [Athens top hotels](https://coylehospitality.com/tag/athens-top-hotels/)
- [Athens top restaurants](https://coylehospitality.com/tag/athens-top-restaurants/)
- [secret shopping services Athens](https://coylehospitality.com/tag/secret-shopping-services-athens/)
- [mystery shopppers Athens hotels](https://coylehospitality.com/tag/mystery-shopppers-athens-hotels/)
- [Hotel Grande Bretagne](https://coylehospitality.com/tag/hotel-grande-bretagne/)
- [King George Hotel](https://coylehospitality.com/tag/king-george-hotel/)
- [Luxury hotel evaluators Berlin](https://coylehospitality.com/tag/luxury-hotel-evaluators-berlin/)
- [Berlin top hotels](https://coylehospitality.com/tag/berlin-top-hotels/)
- [mystery shopper services Berlin](https://coylehospitality.com/tag/mystery-shopper-services-berlin/)
- [restaurants mystery shoppers Berlin](https://coylehospitality.com/tag/restaurants-mystery-shoppers-berlin/)
- [secret shopping services Berlin](https://coylehospitality.com/tag/secret-shopping-services-berlin/)
- [hotel evaluators Berlin](https://coylehospitality.com/tag/hotel-evaluators-berlin/)
- [Luxury hotel evaluators Brussels](https://coylehospitality.com/tag/luxury-hotel-evaluators-brussels/)
- [Brussels top hotels](https://coylehospitality.com/tag/brussels-top-hotels/)
- [mystery shopper services Brussels](https://coylehospitality.com/tag/mystery-shopper-services-brussels/)
- [restaurants mystery shoppers Brussels](https://coylehospitality.com/tag/restaurants-mystery-shoppers-brussels/)
- [secret shopping services Brussels](https://coylehospitality.com/tag/secret-shopping-services-brussels/)
- [hotel evaluators Brussels](https://coylehospitality.com/tag/hotel-evaluators-brussels/)
- [Bucharest hotel evaluators](https://coylehospitality.com/tag/bucharest-hotel-evaluators/)
- [secret shopping service Bucharest](https://coylehospitality.com/tag/secret-shopping-service-bucharest/)
- [best restaurants Bucharest](https://coylehospitality.com/tag/best-restaurants-bucharest/)
- [casino consultants Bucharest](https://coylehospitality.com/tag/casino-consultants-bucharest/)
- [top restaurants Bucharest](https://coylehospitality.com/tag/top-restaurants-bucharest/)
- [Bucharest tourism consultants](https://coylehospitality.com/tag/bucharest-tourism-consultants/)
- [mystery shopper Bucharest hotels](https://coylehospitality.com/tag/mystery-shopper-bucharest-hotels/)
- [Budapest hotel evaluators](https://coylehospitality.com/tag/budapest-hotel-evaluators/)
- [secret shopping service Budapest](https://coylehospitality.com/tag/secret-shopping-service-budapest/)
- [best restaurants Budapest](https://coylehospitality.com/tag/best-restaurants-budapest/)
- [casino consultants Budapest](https://coylehospitality.com/tag/casino-consultants-budapest/)
- [top restaurants Budapest](https://coylehospitality.com/tag/top-restaurants-budapest/)
- [Budapest tourism consultants](https://coylehospitality.com/tag/budapest-tourism-consultants/)
- [mystery shopper Budapest hotels](https://coylehospitality.com/tag/mystery-shopper-budapest-hotels/)
- [Copenhagen best hotels](https://coylehospitality.com/tag/copenhagen-best-hotels/)
- [Copenhagen mystery shopper service](https://coylehospitality.com/tag/copenhagen-mystery-shopper-service/)
- [hotel evaluators Copenhagen](https://coylehospitality.com/tag/hotel-evaluators-copenhagen/)
- [Copenhagen best restaurants](https://coylehospitality.com/tag/copenhagen-best-restaurants/)
- [Michelin star Copenhagen](https://coylehospitality.com/tag/michelin-star-copenhagen/)
- [top hotels Copenhagen](https://coylehospitality.com/tag/top-hotels-copenhagen/)
- [Hotel evaluators Dublin](https://coylehospitality.com/tag/hotel-evaluators-dublin/)
- [Dublin mystery shopper service](https://coylehospitality.com/tag/dublin-mystery-shopper-service/)
- [Dublin restaurants mystery shopper](https://coylehospitality.com/tag/dublin-restaurants-mystery-shopper/)
- [top hotels Dublin](https://coylehospitality.com/tag/top-hotels-dublin/)
- [best hotels Dublin](https://coylehospitality.com/tag/best-hotels-dublin/)
- [Irish mystery shopper services](https://coylehospitality.com/tag/irish-mystery-shopper-services/)
- [Edinburgh top hotels](https://coylehospitality.com/tag/edinburgh-top-hotels/)
- [Edinburgh Michelin restaurants](https://coylehospitality.com/tag/edinburgh-michelin-restaurants/)
- [Edinburgh mystery shopper services](https://coylehospitality.com/tag/edinburgh-mystery-shopper-services/)
- [secret shopping service Edinburgh hotels](https://coylehospitality.com/tag/secret-shopping-service-edinburgh-hotels/)
- [best hotels in Edinburgh](https://coylehospitality.com/tag/best-hotels-in-edinburgh/)
- [Mystery shopper service Helsinki](https://coylehospitality.com/tag/mystery-shopper-service-helsinki/)
- [best hotels Helsinki](https://coylehospitality.com/tag/best-hotels-helsinki/)
- [best restaurants Helsinki](https://coylehospitality.com/tag/best-restaurants-helsinki/)
- [secret shopper service Helsinki hotels](https://coylehospitality.com/tag/secret-shopper-service-helsinki-hotels/)
- [tourism Helsinki](https://coylehospitality.com/tag/tourism-helsinki/)
- [shopper services Finland hotels](https://coylehospitality.com/tag/shopper-services-finland-hotels/)
- [Milan hotels](https://coylehospitality.com/tag/milan-hotels/)
- [best hotels Milan](https://coylehospitality.com/tag/best-hotels-milan/)
- [five star hotels Milan](https://coylehospitality.com/tag/five-star-hotels-milan/)
- [mystery shopping service Milan hotels](https://coylehospitality.com/tag/mystery-shopping-service-milan-hotels/)
- [secret shopper service Milan](https://coylehospitality.com/tag/secret-shopper-service-milan/)
- [Milan best restaurants](https://coylehospitality.com/tag/milan-best-restaurants/)
- [Sofia mystery shopper service](https://coylehospitality.com/tag/sofia-mystery-shopper-service/)
- [best hotels in Sofia](https://coylehospitality.com/tag/best-hotels-in-sofia/)
- [Sofia best restaurants](https://coylehospitality.com/tag/sofia-best-restaurants/)
- [secret shopping service Sofia](https://coylehospitality.com/tag/secret-shopping-service-sofia/)
- [Bulgaria tourism](https://coylehospitality.com/tag/bulgaria-tourism/)
- [mystery shopping service Sofia hotels](https://coylehospitality.com/tag/mystery-shopping-service-sofia-hotels/)
- [Stockholm mystery shoppers hotels](https://coylehospitality.com/tag/stockholm-mystery-shoppers-hotels/)
- [five-star hotels Stockholm](https://coylehospitality.com/tag/five-star-hotels-stockholm/)
- [Michelin Stockholm](https://coylehospitality.com/tag/michelin-stockholm/)
- [secret shopper service Stockholm](https://coylehospitality.com/tag/secret-shopper-service-stockholm/)
- [Stockholm dining](https://coylehospitality.com/tag/stockholm-dining/)
- [Stockholm best hotels](https://coylehospitality.com/tag/stockholm-best-hotels/)
- [Vienna mystery shoppers hotels](https://coylehospitality.com/tag/vienna-mystery-shoppers-hotels/)
- [Vienna best hotels](https://coylehospitality.com/tag/vienna-best-hotels/)
- [Vienna five-star hotels](https://coylehospitality.com/tag/vienna-five-star-hotels/)
- [Vienna Michelin restaurants](https://coylehospitality.com/tag/vienna-michelin-restaurants/)
- [best restaurants Vienna](https://coylehospitality.com/tag/best-restaurants-vienna/)
- [secret shopper service Vienna](https://coylehospitality.com/tag/secret-shopper-service-vienna/)
- [Warsaw best hotels](https://coylehospitality.com/tag/warsaw-best-hotels/)
- [Warsaw five star hotels](https://coylehospitality.com/tag/warsaw-five-star-hotels/)
- [Warsaw Michelin dining](https://coylehospitality.com/tag/warsaw-michelin-dining/)
- [mystery shopping services Warsaw](https://coylehospitality.com/tag/mystery-shopping-services-warsaw/)
- [secret shoppers hotels Warsaw](https://coylehospitality.com/tag/secret-shoppers-hotels-warsaw/)
- [Rio hotel mystery shoppers](https://coylehospitality.com/tag/rio-hotel-mystery-shoppers/)
- [best hotels Rio](https://coylehospitality.com/tag/best-hotels-rio/)
- [Rio five star hotels](https://coylehospitality.com/tag/rio-five-star-hotels/)
- [Rio de Janeiro best restaurans](https://coylehospitality.com/tag/rio-de-janeiro-best-restaurans/)
- [secret shoppers Rio hotels](https://coylehospitality.com/tag/secret-shoppers-rio-hotels/)
- [Rio de Janeiro secret shopper service](https://coylehospitality.com/tag/rio-de-janeiro-secret-shopper-service/)
- [São Paulo best hotels](https://coylehospitality.com/tag/sao-paulo-best-hotels/)
- [São Paulo five star hotels](https://coylehospitality.com/tag/sao-paulo-five-star-hotels/)
- [best restaurants São Paulo](https://coylehospitality.com/tag/best-restaurants-sao-paulo/)
- [mystery shopper service São Paulo](https://coylehospitality.com/tag/mystery-shopper-service-sao-paulo/)
- [secret shopper service São Paulo](https://coylehospitality.com/tag/secret-shopper-service-sao-paulo/)
- [Lima mystery shoppers hotels](https://coylehospitality.com/tag/lima-mystery-shoppers-hotels/)
- [Lima best restautants](https://coylehospitality.com/tag/lima-best-restautants/)
- [Lima Summum awards](https://coylehospitality.com/tag/lima-summum-awards/)
- [Lima five star hotels](https://coylehospitality.com/tag/lima-five-star-hotels/)
- [secret shopping service Lima](https://coylehospitality.com/tag/secret-shopping-service-lima/)
- [tourism development Lima](https://coylehospitality.com/tag/tourism-development-lima/)
- [top hotels in Lima](https://coylehospitality.com/tag/top-hotels-in-lima/)
- [Bulgaria hotels](https://coylehospitality.com/tag/bulgaria-hotels/)
- [Bulgaria restaurants](https://coylehospitality.com/tag/bulgaria-restaurants/)
- [Bulgaria tourism development](https://coylehospitality.com/tag/bulgaria-tourism-development/)
- [Bulgaria Black Sea resorts](https://coylehospitality.com/tag/bulgaria-black-sea-resorts/)
- [Bulgaria UNESCO sites](https://coylehospitality.com/tag/bulgaria-unesco-sites/)
- [Bulgaria and Sofia tourism](https://coylehospitality.com/tag/bulgaria-and-sofia-tourism/)
- [Hotels Czech Republic](https://coylehospitality.com/tag/hotels-czech-republic/)
- [Restaurants Czech Republic](https://coylehospitality.com/tag/restaurants-czech-republic/)
- [Spa towns Czech Republic](https://coylehospitality.com/tag/spa-towns-czech-republic/)
- [UNESCO Czech Republic](https://coylehospitality.com/tag/unesco-czech-republic/)
- [winter sports Czech Republic](https://coylehospitality.com/tag/winter-sports-czech-republic/)
- [ski Czech resorts](https://coylehospitality.com/tag/ski-czech-resorts/)
- [cultural heritage Czech](https://coylehospitality.com/tag/cultural-heritage-czech/)
- [visiting Czech Republic](https://coylehospitality.com/tag/visiting-czech-republic/)
- [Hamburg top hotels](https://coylehospitality.com/tag/hamburg-top-hotels/)
- [Hamburg Michelin restaurants](https://coylehospitality.com/tag/hamburg-michelin-restaurants/)
- [Hamburg mystery shopper services](https://coylehospitality.com/tag/hamburg-mystery-shopper-services/)
- [secret shopping service Hamburg hotels](https://coylehospitality.com/tag/secret-shopping-service-hamburg-hotels/)
- [best hotels in Hamburg](https://coylehospitality.com/tag/best-hotels-in-hamburg/)
- [Bogotá five star hotels](https://coylehospitality.com/tag/bogota-five-star-hotels/)
- [Bogotá best restaurants](https://coylehospitality.com/tag/bogota-best-restaurants/)
- [Bogotá best hotels](https://coylehospitality.com/tag/bogota-best-hotels/)
- [Bogotå mystery shopping service](https://coylehospitality.com/tag/bogota-mystery-shopping-service/)
- [Bogotá secret shopper service](https://coylehospitality.com/tag/bogota-secret-shopper-service/)
- [top hotel restaurants Bogotá](https://coylehospitality.com/tag/top-hotel-restaurants-bogota/)
- [Buenos AIres best hotels](https://coylehospitality.com/tag/buenos-aires-best-hotels/)
- [Buenos Aires best dining](https://coylehospitality.com/tag/buenos-aires-best-dining/)
- [Buenos Aires top hotels](https://coylehospitality.com/tag/buenos-aires-top-hotels/)
- [mystery shopping Buenos Aires](https://coylehospitality.com/tag/mystery-shopping-buenos-aires/)
- [secret shopper service Buenos Aires](https://coylehospitality.com/tag/secret-shopper-service-buenos-aires/)
- [Buenos Aires restaurants](https://coylehospitality.com/tag/buenos-aires-restaurants/)
- [business traveler](https://coylehospitality.com/tag/business-traveler/)
- [Customer Service](https://coylehospitality.com/tag/customer-service/)
- [Lodging](https://coylehospitality.com/tag/lodging/)
- [business travel](https://coylehospitality.com/tag/business-travel/)
- [hotel](https://coylehospitality.com/tag/hotel/)
- [trained staff](https://coylehospitality.com/tag/trained-staff/)
- [convenience](https://coylehospitality.com/tag/convenience/)
- [hotels](https://coylehospitality.com/tag/hotels/)
- [service](https://coylehospitality.com/tag/service/)
- [customer engagement](https://coylehospitality.com/tag/customer-engagement/)
- [customer choice](https://coylehospitality.com/tag/customer-choice/)
- [coworking](https://coylehospitality.com/tag/coworking/)
- [restaurants](https://coylehospitality.com/tag/restaurants/)
- [bars](https://coylehospitality.com/tag/bars/)

## Testimonial Tags

- [cannabis](https://coylehospitality.com/testimonials-tag/cannabis/)
- [Sports](https://coylehospitality.com/testimonials-tag/sports/)
- [Travel](https://coylehospitality.com/testimonials-tag/travel/)
- [Restaurants](https://coylehospitality.com/testimonials-tag/restaurants/)
- [Hotels](https://coylehospitality.com/testimonials-tag/hotels/)
- [cruise](https://coylehospitality.com/testimonials-tag/cruise/)
- [Homepage](https://coylehospitality.com/testimonials-tag/homepage/)

## Client Tags

- [sales](https://coylehospitality.com/clients-tag/sales/)
- [hotels](https://coylehospitality.com/clients-tag/hotels/)
- [restaurants](https://coylehospitality.com/clients-tag/restaurants/)
- [cruises](https://coylehospitality.com/clients-tag/cruises/)
- [training](https://coylehospitality.com/clients-tag/training/)
- [homebuilder](https://coylehospitality.com/clients-tag/homebuilder/)
- [retail](https://coylehospitality.com/clients-tag/retail/)
- [cannabis](https://coylehospitality.com/clients-tag/cannabis/)
- [Property Management](https://coylehospitality.com/clients-tag/property-management/)
- [healthcare](https://coylehospitality.com/clients-tag/healthcare/)
- [Franchise](https://coylehospitality.com/clients-tag/franchise/)
- [parking](https://coylehospitality.com/clients-tag/parking/)
- [featured](https://coylehospitality.com/clients-tag/featured/)

## Post Series

- [Founder's Series](https://coylehospitality.com/post-series/founders-series/) - What does it take to maintain excellence across 1,000+ brands for three decades? It takes more than just data—it takes a deep understanding of human behavior. Our Founder’s Series pulls back the curtain on 30 years of Coyle Hospitality. From the early days of independent consulting to becoming a global partner for luxury leaders, Jim Coyle shares the stories, the challenges, and the passion that drive our search for the perfect experience. New chapters in our 30-year story are being released throughout the year. Check back weekly for new insights.