Guest Service Measurement and Analysis
Coyle Research Team on July 11, 2011
The National Restaurant Association Restaurant, Hotel-Motel Show 2011 held in May brought together hundreds of exhibits, celebrity chef demos, and numerous panels and education sessions, including a keynote from General Colin Powell. Coyle presents part 2 of a series of 7, highlighting key lessons and current trends from the exciting… Read More
Coyle Research Team on April 7, 2010
What do you get when you combine ego, money, sexy women, and promotional ability? That’s correct; the newest television reality show entitled, “Fly Girls,” the latest addition to the Branson collection. Richard Branson’s airline, Virgin America, is yet another example of unique hiring practices and unsurpassed customer service, according to… Read More
Coyle Research Team on April 7, 2010
This USA Today’s Hotel Check-in discusses the no-tipping policy at the Elysian Hotel in Chicago by the hotel developer, David Pisor. Pisor discusses how the policy improves the guest experience. Pisor mentions that by offering a no-tipping policy, he eliminates pressure and hassle for guests. As Jessica discussed about spas… Read More
Coyle Research Team on March 16, 2010
It has been said that people look like their dogs, homes reflect the personality of the owner, and in the case of Joie de Vivre Hotels, this article explains how properties are driven by employee decision making and superb guest satisfaction. Joie de Vivre prides itself on “identity refreshment” where… Read More
Coyle Research Team on March 8, 2010
This short article from the Pittsburg Post-Gazette mentions methods on how restaurants could offer a positive final impression.. The article points out restaurants, such as the L’Espalier in Boston and French Laundry in Yountville California, which offer parting gifts like cookies and chocolate. The article also suggests that restaurants could… Read More
Jessica Zike on March 17, 2012
For those of us who visit spas regularly, it is hard to remember back to the days when each visit was tinged with anxiety. Will I be fully covered? Will I take off the right amount of clothing or will the staff think I’m a weirdo? What if I get… Read More
Jessica Zike on February 10, 2010
Steve Carli managing director at the Zig Chicago office mentions the need for staff to impress guests in this recent article in the NY Times about opening the new Elysian Hotel. He explains that luxury seekers value and pay for unique experiences. The goal at Elysian is for their staff… Read More
Coyle Research Team on January 18, 2010
This USA Today article offered predictions for the top ten 2010 travel trends. One prediction is “The Rise of Real-Time Web” which points out real-time postings of travel experiences and a speedier response by companies and institutions. The article mentions that there are “flash sales” offered on Facebook and Twitter… Read More
Coyle Research Team on January 12, 2010
There’s nothing like a New Year to focus the mind on achievements and goals you want to accomplish in the coming months. Now is the time to think ahead and take those active steps to achieve those goals. Our own associate, Adam, sets a good example by resolving to “be… Read More
Coyle Research Team on January 12, 2010
In previous GuestIQ-The Guest articles, we covered some horror stories with technology and social media. We pointed out the viral video The United Song. We also pointed out how, with social media, popular bloggers wield a scary amount of influence within their circles. Obviously, however, social media could also be… Read More
