February 2007 -- Question:  Why does Mystery Shopping Improve Customer Service? Because the mere perception that they are being watched is sufficient motivation to positively alter people's actions.

Why does secret shopping improve guest service? Read more...

November 2006 -- Coyle Hospitality Group finds that spa and fitness facilities are increasingly important to travelers...

Spa & Fitness Survey 2006

August 2006 -- A three-part series of articles designed for the hospitality manager with responsibilities in quality assurance who want to get the most out of their mystery shopping program.

1. Developing Actionable Quality Metrics for your Hotel
2. Convert Mystery Shopping Data into Action
3. Best Practices for Mystery Shopping Programs

HotelBusiness.com Partnership

partners with Coyle Hospitality Group for the release of their 2005 Hotel Forecast Special Edition.

Hotel Performance: A-List GMs: What's in their Tool Box

Some hotel general managers outperform others, no matter what the market circumstances. We observed successful hotel general managers and found a few things in common. Hint: Background wasn't one them.

To request the full report, Click here.

- September 2003

Imagine the following scenario: You have a reservation at a restaurant for 8:30 PM. Your reservation has been botched and it is almost 9:00 PM. What should the restaurant do for you? Stay tuned. Beginning in February 2003, Coyle Hospitality Group (“CHG”) has been collecting data from frequent restaurant diners. With over four hundred respondents, we have uncovered some interesting behaviors about how guests feel when things go wrong.

To read the full report, Click here.

- July 2003

Increasing Market share and the Internet are the hot topics as hoteliers hope to nurture the tentative recovery into lasting (or at least predictable) health. Most hoteliers agree that the traveler is more educated than ever, and more aware that their business is being sought. Travelers have more choices, and more tools. From February to June 2003, 1,757 travelers took our on-line survey and answered the following question: "The best rate for a hotel is found where?" The results of the survey can be found in this issue.

To read the full report, Click here.

- June 2003

One symptom of the poor economy has been an increase in the incidence of theft and shrinkage. Inquiries made to CHG from hotels and restaurants in this area are up 300% over 2002, and nearly ten times over 2001 for the same six month period. This prompted us to revisit bar controls for all our restaurant and bar clients because a little prevention goes a long way.

To read the full report, Click here.

- April/May 2003

Coyle Hospitality Group surveyed 242 frequent diners online from January 2003 to April 2003. We defined a frequent diner as a restaurant-goer who dines out for a “sit-down” dinner eight (8) or more times per month. Using this data, we discovered that 78% of people cited “Poor Service” as a major reason to not return or recommend a restaurant.

To read the full report, Click here.

Beverage Management: Bar Controls: Dealing with Silent Partners

Beverage sales in restaurants and hotels produce solid profit margins with minimal costs of production. This reports details three Best Practices in Beverage Inventory Management, Cash Controls, and Mystery Shopping at Bars and Restaurants.

To request the full report, Click here.