This post is based on Coyle’s visit to the 2019 National Restaurant Association Show in Chicago. The hospitality industry in particular is known for extremely high turnover rates, and those in the “industry” experience the pain it brings all too often. So, how do you overcome it? TJ Schier...
Interview Series with Unique Customer Service Experts Part I: Q&A with Mountain Guide Ray Hughes The first thing you become aware of on a Ray Hughes-guided back country ski trip is that the three most important things to remember are Safety, Safety, and Safety. On February 21, 2019, I...
February 26, 2019, NYC – Coyle Hospitality Group, the leading provider of customer experience consulting, quality assurance (QA) and mystery shopping, has been chosen by Nobu Hospitality to conduct ongoing evaluations of their hotels worldwide.
Measure the guest experience The independent mystery shoppers who participate in Coyle-designed programs objectively measure crucial aspects of the valet and parking experience that affect guest satisfaction and loyalty. The process begins with an understanding of your business. What's important to your customers and partners? What inspires loyalty? What differentiates you...
Did you know that Coyle’s panel of 30,000+ restaurant diners participate in an ongoing benchmarking study? It’s true! Each and every night we are scoring dozens of restaurants’ performance. Here are some of the findings from over 7,000 restaurant visits at full service restaurants throughout the world over the...
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...
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....
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...
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...
Check our very own Jim Coyle featured in Condé Nast Traveler’s Travelogue Podcast. Great tips and stories, Jim!
