Coyle Hospitality’s leadership team combines hotel school training, agency-side customer experience expertise, and decades of operational hospitality experience. The same people who design a client’s evaluation program stay involved in running it.
Jim Coyle, President
Jeff Gurtman, Managing Director
Jeff Gurtman is a graduate of Cornell University’s School of Hotel Administration and has worked in customer experience management and mystery shopping since 2002, when he began his career at Coyle Hospitality Group. In 2006 he joined LRA by Deloitte (formerly LRA Worldwide), where he designed and implemented quality assurance and mystery shopping programs for leading brands worldwide, before returning to Coyle. Jeff is responsible for client satisfaction and for maintaining Coyle’s reputation for innovation and thought leadership.
Lauren Bryant, Head of Operations
Lauren Bryant graduated with honors from Ohio State University and leads all operational aspects of Coyle’s business, domestically and globally. Her focus on operational innovation drives how Coyle streamlines the client experience from program design through reporting. Outside work she is in constant search of the perfect cup of coffee and reads anything she can get her hands on.
Renee Birkett, Operations
Renee Birkett brings extensive management experience in sales and marketing, account management, and customer care to Coyle’s operations team. She handles project set-up, client onboarding, standards revisions, user configuration, and custom reporting, and is often a client’s primary day-to-day contact through the life of a program.
Judy King, Partner, Learning and Development
Judy King specializes in organizational culture, service and quality improvement, leadership development, and strategic planning. She has trained staff in service and leadership skills across healthcare, senior living, hospitality, and financial services, and leads Coyle’s training and staff development work for clients turning evaluation findings into behavior change.
