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...
Author Archive for: Jeff Gurtman
The New Service Recovery Paradox: Step it up with Follow-up
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...
Top Medical Tourism Destinations
‘Surgical procedure’ and ‘luxurious vacation’ are two concepts that don’t seem to go hand-in-hand, but since the recent rise in healthcare costs, travelers are seeking out medical vacations as a way to see new destinations while undergoing treatments or completing procedures
The Restaurant Diner’s Guide to Valentine’s Day
You made your reservation for the special day, now get the skinny on the top 5 things to keep in mind when you dine out this Valentine’s Day.
All Inclusive Hotels and Resorts are on the Rise in 2014
Ernst and Young has reported that developers in the hotel sector are focused on serving current and projected customer demand for the continued growth of all-inclusive properties. All inclusive resorts are unique in that just about every guest activity and meal takes place on-property. This translates to more opportunities...
Trend Watch: Mindful and Healthy Living While Traveling on the Road
‘Tis the season of New Year’s resolutions. And like many others, my resolution involves getting in shape. At home, I tough it out at the gym and try to keep to a strict diet. But what happens when I hit the road for a business trip?...
What is the 10 and 5 Staff Rule?
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...
No More Room Service? – Update
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...
Do you feel pressure to tip even after getting poor service? I do.
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...
We Are Hiring!
NEW: Home-Based Full-Time Sales & Marketing Associate Are you a sales professional seeking an opportunity in a more rewarding environment? Are you working in restaurant, hotel or cruise operations and want to move toward a more consultative role? Are you just looking for an exciting new sales opportunity with...
