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Re-posted from 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… Read More

We’ll be there to meet and greet friends, current clients and future clients!  Contact Emily at to schedule a meeting today.

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… Read More

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… Read More

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,… Read More

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… Read More

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.

Our friends at Biltmore cordially invite you to be a part of the Family Business Symposium 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 balancing the roles… Read More

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