Smith Travel Research (“STR”), a leading hotel financial performance firm, forecasts that US hotel supply will increase by 1 percent in 2013 and 1.5 percent in 2014. As of April 2013, 73,000 rooms are under construction in the USA, a 20% increase of rooms under construction compared to April 2012…. Read More
Hospitality 101 comes with a multitude of acronyms and customer service rules that can be applied in any business where service is a key element of the experience. One of the first rules taught by hospitality companies big and small is the 10 and 5 Staff Rule, also known as… Read More
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.
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.
People are attracted to good design. Coyle Hospitality Group’s 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… Read More
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… Read More
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”… Read More
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’s hotel mystery shoppers of 2050 will likely check into hotels and rooms with very different amenities and features than those of today. And… Read More
Coyle Hospitality’s 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… Read More
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… Read More