AFFINIA HOSPITALITY CHOOSES COYLE HOSPITALITY GROUP TO EVALUATE SERVICE QUALITY
By James T. Coyle, Coyle Hospitality Group
July 23, 2003, New York City -- Coyle Hospitality Group (CHG), a leading
provider of customer service consulting services to the hospitality industry,
and Affinia Hospitality, one of New York City’s leading hospitality
providers, today announced that CHG will provide quality assurance consulting
for the newly opened Affinia Dumont.
The newly launched Affinia Dumont in New York City has been specially designed
for traveling executives who require a high level of productivity and enjoy
an equally high level of relaxation while on the road. Representing a high-tech
and health-conscious concept, the hotel features modern design and the most
up-to-date technology in every room, putting a special focus on its effort
to promote health, relaxation and total wellness. The Affinia Dumont is the
first Signature Series hotel in the Affinia collection. Affinia Hospitality
(formerly Manhattan East Suite Hotels) is a privately owned company with nine
hotels in Manhattan.
For the Affinia Dumont, CHG will perform its proprietary InnsQore evaluations,
a customized mystery shopping report designed specifically to measure service
opportunity and recovery. CHG has tailored its performance measurements to
the specific needs of the Affinia Dumont, by incorporating Affinia guest history
data into the customized metrics, and directing analysis towards Affinia’s
objectives for the opening period and the long term.
“
Affinia recognizes that service and hospitality are the most powerful ways
to earn guest-loyalty and referrals,” said James Coyle, President and
Founder of CHG. “More importantly, Affinia practices this from the top
down. As an objective source that can identify quality benchmarks and track
fulfillment, we are pleased to be in the middle of the quality picture of a
hotel company that continually is reaching higher.”
In addition to InnsQore evaluations, CHG will complete an ongoing comprehensive
analysis of guest feedback from all of Affinia’s properties. These analyses
will serve to identify quality trends common to Affinia as well as property
specific indicators, which in turn will be incorporated into Affinia’s
quality metrics.
“
CHG has the expertise and commitment necessary to produce performance measurements
that are both actionable and in concert with our quality objectives. Their
objectivity and thorough reporting is a crucial component in our overall
balanced scorecard,” remarked Barbara Bayone, Rooms Director for Affinia.
About Affinia
With more than 2,000 suites and 1,000 employees, Affinia Hospitality, a distinctive
collection of luxury and business suite hotels, is New York City’s
largest all-suite hotel company. Providing spacious accommodations, gracious
service and uncommon value, the Affinia portfolio includes the Affinia Dumont,
Beekman Tower Hotel, Eastgate Tower, Lyden Gardens, Plaza Fifty, Shelburne
Murray Hill, Southgate Tower, Surrey Hotel and The Benjamin. Additional information
or reservations for any Affinia hotel may be obtained by calling a travel
consultant or1-866-AFFINIA. Take a virtual tour at www.affinia.com.
Press Contacts:
(for CHG)
Robin Goetz
robin@rg-pr.com
(212) 274-9060
(for Affinia)
Maria Andriano
andriano@redpointpr.com
(212) 229-0119
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About Coyle Hospitality Group
Based in New York City since 1996, Coyle Hospitality Group is a market leader providing mystery shopping and brand quality assurance services exclusively to hotels, restaurants and now spas worldwide. A selection of current Coyle Hospitality Group hospitality clients includes Intercontinental Hotels & Resorts, Morgans Hotel Group, Kimpton Hotels & Restaurants, Starr Restaurant Organization, Affinia Hospitality, China Grill Management and Daniel Boulud Restaurants. Since 1996, CHG has completed over 20,000 quality evaluations exclusively for hospitality clients. For more information please visit www.coylehospitality.com
