Guest Service Measurement and Analysis
Katie Ho on December 30, 2010
While Coyle’s mystery shopping services extend to providing secret shopper reports for entire hotels, the company has often received requests to evaluate specific outlets at certain hotels, rather than the Read More
Katie Ho on December 1, 2010
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 Read More
Katie Ho on November 23, 2010
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. Read More
Katie Ho on November 19, 2010
One of Coyle’s resort clients specifically requested that Coyle send a family for one of their resort mystery shopping evaluations. Why? Because their resort clientele is almost exclusively families at this time of Read More
Katie Ho on November 12, 2010
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 Read More
Katie Ho on November 5, 2010
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 Read More
Katie Ho on October 29, 2010
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, Read More
Katie Ho on October 22, 2010
After reading a recent detailed Coyle hotel report, 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 Read More
Katie Ho on October 21, 2010
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 Read More
Katie Ho on October 15, 2010
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 Read More
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