Meet our Team
Jim Coyle
Since graduating in 1987 from Cornell’s School of Hotel Administration, Jim has held executive positions in finance, foodservice, and hotel operations. He has extensive front- and back-of-the-house experience, including openings.
To date, Jim has developed quality/brand measurement programs for over 200 hospitality companies. He also developed Qore, the first fully-customizable online mystery shopping database platform designed for the unique demands of the hospitality industry. With extensive and continued client collaboration, Jim continues to develop Coyle’s database applications, ensuring that clients get the most effective management tool available.
Recent Articles by Jim Coyle
Arthur Chang
Arthur, a graduate of Cornell’s School of Hotel Administration, has held multi-national operations and marketing roles with Starwood Hotels & Resorts, Nikko Hotels, InterContinental Hotel Group, and Statler Hotel.
Arthur spent over 15 years living outside the United States and has a comprehensive understanding and appreciation of cultural differences. This is evident in his ability to work with global companies and to understand unique service cultures, which he conveys in programs designed for clients. Arthur also developed CruiseQore, providing Coyle’s cruise clients unparalleled access to competitive and market research data.
Recent Articles by Arthur Chang
Stephanie Perrone Goldstein
Stephanie, a graduate of the Cornell Hotel School, has been working in the hospitality industry for over 13 years. Stephanie has held operations, sales and spa management positions with companies including Four Seasons, Marriott and Western Athletic Clubs. Most recently, she served as a Group Sales Manager with Four Seasons.
Stephanie has developed extensive measurement programs for over 40 hospitality companies, coupling her hotel and restaurant experience with her unique expertise in Sales and Spa. Stephanie plays a key role in client development and applying Coyle’s proprietary market research.
Recent Articles by Stephanie Perrone Goldstein
Joanne Blank
With 20 years of experience in the hospitality industry and graduate business degrees from Columbia and Fordham Universities, Joanne has held strategic planning roles for hotel companies including Tishman, Universal Studios, Ritz Carlton, Loews, Gaylord and Trump International, where she managed property development from conception to opening. Post-opening, Joanne was responsible for evaluating guest experience and ensuring property compliance.
Having worked directly with top developers like Donald Trump and Ralph Lauren, Joanne truly embodies the meaning of personal service, which she brings to her clients daily. Her extensive experience in taking a client’s vision, and making it reality, translates into the customized programs she provides to Coyle’s clients.
Recent Articles by Joanne Blank
Jennifer Vollmert
Jen, a graduate of the Cornell’s School of Hotel Administration, has held front- and back-of-house hotel operations positions for companies like Four Seasons and Holiday Inn. Jen also previously worked with TravelClick, developing electronic marketing solutions and analyzing performance data for hospitality clients, and developed the website and internet marketing plan for a start-up consumer business venture.
Since joining Coyle, Jen completed the development of SalesQore, which provides a customized, comprehensive quality assurance solution for hospitality telephone sales. Her internet marketing experience adds an additional element to the Coyle team.
Recent Articles by Jennifer Vollmert
Jessica Zike
Jessica, who holds a Masters degree from Boston University, has provided training and consulting services to over 50 companies. She is a licensed massage therapist with spa operations experience, and a massage instructor.
Jessica’s extensive travels throughout southeast Asia, coupled with her anthropology and sociology background, truly provide her with a unique understanding of culture and behavior. She has translated this knowledge into two invaluable aspects of Coyle’s organization: strengthening evaluator communications and establishing spa programs for clients.
Recent Articles by Jessica Zike
Katie Ho
Katie is a graduate of Cornell’s School of Hotel Administration, where she also served as a research assistant. Her work included analyzing qualitative and quantitative data from guest complaints on behalf of hospitality companies. Katie has also created operational database models for tour groups, hotels and spas in addition to holding various hotel operations positions.
Katie developed intelligent competitive set data mapping tools for Coyle, along with customized action plans and client reports, enabling clients to derive the highest benefit from Coyle’s solutions. Katie is also integral in the development and maintenance of Guest IQ, an invaluable resource for industry news relative to guest experience. Katie has also been instrumental in relating social networks and travel ratings to Coyle’s Qore programs.
Recent Articles by Katie Ho
