Editorial Board   Guest Author

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 Coyle's 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 Controller's 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 University's 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 February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.