Client: A leading global hospitality company with a portfolio of more than a dozen premier brands and more than 750 properties in more than 55 countries across six continents. Challenge: Design a cost-effective program to audit full-service hotels located in more than 50 countries. Results: The overall cost to administer the...
Archive for category: Hotel & Resort Case Studies
Client: An international multi-unit hotel company Challenge: Company was puzzled by low guest satisfaction results about WiFi. Results: Coyle conducted three download and upload speed tests during on-site evaluations. The company was able to identify the hotels with lowest performance and immediately determine where there were hardware and software issues.
A growing lifestyle hotel company had reached critical mass and undertook several initiatives to first create a brand, and then deploy the training and learning development teams to implement the brand. Still, not all the hotels in the portfolio were the same, so flexibility was needed. Also, an aggressive...
A mid-sized full service hotel chain was using its own internal management to conduct the hotel brand quality assurance audits. The inspectors started off using Excel spreadsheets and eventually migrated to an off-the-shelf survey software. As the brand grew in size, the data became siloed and the increasing...
A growing hotel company needed service standards that reflected where they were going, not where they came from. Outdated standards that no longer fit their concepts were creating pushback from management and missed opportunities were lost in the noise.
Coyle provides us with valuable insight into the fan experience. Through their thorough quality assurance standards and vetting process, we have received valuable information regarding the service we deliver that otherwise would be unattainable.Jesse Rathner Cleveland Indians
Year after year, Coyle’s team has proven themselves as smart, dedicated partners who deliver actionable insights into our most important audiences which in turn help drive the success of Tauck’s business.Chris Greco Tauck World Discovery, River and Small Ship Cruising
The evaluators are accurate and really thorough. They also provide consumer insights that are detailed, objective and constructive. We learn something new and useful each time, which is crucial for long-term guest satisfaction and loyalty.Peter Karpinski Sage Restaurant Group