Introduction to Mystery Shopping Scoring As you kick off your mystery shopping/quality assurance program, please keep in mind these best practices. The Survey The measurement instrument (aka survey) is composed of a combination of your brand standards, guest expectations and other important content as directed by your team. Scoring...
Archive for category: Blog
How Happy Employees Make Happy Customers
Happy Hotel Employees and the Quantifiable Effect on Guest Satisfaction Happy employees equals happy guests. This principle is as well-known as the idea that happy employees directly affect all the drivers that impact guest satisfaction. This makes sense, especially in the hospitality industry, where employees have prolonged contact with guests....
What Today’s Millenial Business Traveler Wants from their Hotel
Gone are the days of traditional, Mad Men-esque business travel – no more chain smoking on airplanes, hired car services, or flavorless hotels booked by the secretary. With a simple swipe of the screen, our nation’s Millennials have transformed business travel. They’re now the biggest portion of America’s Labor...
What Makes a 5-Star Hotel
We’ve all heard about five star hotels, but what does it really mean for a hotel to have a ‘five star’ rating? There is no international standard for ranking hotels, so hotel ratings differ from country to country, with some offering diamond ratings and others star ratings. There...
Coyle Featured in Condé Nast Traveler — Secrets of a Hotel Inspector: Travelogue Podcast
Check our very own Jim Coyle featured in Condé Nast Traveler’s Travelogue Podcast. Great tips and stories, Jim!
Coyle Hospitality Group Celebrates 20th Anniversary
NEW YORK, July 20, 2016 /PRNewswire/ — Coyle Hospitality Group has reached a significant milestone in its corporate history. This month the mystery shopping industry leader celebrates its twentieth year in business. Clients include many Fortune 500 hotel companies, restaurants, spas, cruise lines and retailers, all of which turn...
NRA Show 2016 Recap – The Tipping Point
For all those people we saw this week in Chicago at NRA Show 2016, it was great to see you! For those who couldn’t make it, we put together a quick recap of the show. Tipping Point: Experts Debate Gratuity Structures On Saturday, May 21, Jim Coyle led an educational...
Valentina E.
Madrid Evaluator – Valentina E. Valentina has lived in Madrid for over 28 years. She spends one or two months each year traveling around Europe, and once spent a year living and working in England. With two undergraduate degrees in business and marketing and a masters degree in teaching,...
Servicekwaliteit Mystery Shopping Bedrijf
Kwaliteit van service Coyle Hospitality Group (“CHG”) is een internationaal mystery shopping bedrijf (ook mystery gast, mystery klant, of hospitality spotter service genoemd) dat sinds 1996 meer dan 25,000 gastenservice inspecties heeft uitgevoerd voor hotels, restaurants, en spa’s over de hele wereld. CHG biedt hospitality kwaliteitsgarantie oplossing aan in...
Boston: Dining & Lodging in the Hub of the Universe
Why do Mandarin Oriental, Kimpton, Starwood, and More Use Coyle? Coyle is delighted to be designing and implementing mystery shopping, guest satisfaction and quality benchmarking programs in the Boston area. Coyle has helped Boston’s leading hospitality companies elevate guest experiences and meet industry quality standards for many years. Coyle extensively...
