Mr. Coyle

Jim Coyle

Founder & President

Coyle Hospitality Group

Jim Coyle founded Coyle Hospitality Group, a market leader providing mystery shopping, quality assurance, and market research services exclusively to the hospitality industry since 1996. Mr. Coyle has acted as the president of the company since inception and has developed over 200 quality/brand measurement programs for leading hospitality companies worldwide. Mr. Coyle has also developed Qore, the first fully customizable online mystery shopping database platform designed specifically for the unique demands of the hospitality industry. With extensive and continued client collaboration, he continues to develop Coyleís applications and programs, ensuring that clients get the most effective management tools to measure the complete guest experience.

Prior to founding Coyle Hospitality Group, Mr. Coyle began his career as an executive chef and then as a Food & Beverage Director with Prime Hospitality. He then took a Financial Controllerís position with Metromedia Hotels, where he was promoted to Food & Beverage Director and then Catering Director at the New York City Empire Hotel. Mr. Coyle oversaw the final renovation and opening of the West 63rd Street Steakhouse in 1994.

In addition to his commitment to the hospitality industry, Mr. Coyle serves on the board of YMCA Camp Combe. He is involved in the strong kids program, which helps underprivileged kids access a rural camping experience. Coyle Hospitality Group also supports other charitable organizations including those for Crohns and Leukemia/Lymphoma.

Mr. Coyle graduated from Cornell Universityís School of Hotel Administration and currently lives in Mahopac, New York with his his wife and two children.

Mr. Coyle can be contacted at 800-891-9292 or jcoyle@coylehospitality.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.