Free Mystery Shopping Info: CHG

A hotel, spa and restaurant consulting services group offering hospitality industry quality assurance audits and competitive analysis. Coyle Hospitality Group specializes in hotel, restaurant, and spa quality consulting. Our proprietary systems for evaluating hospitality services and accurately reporting on their advantages and areas of need are based upon our experience in hospitality consulting and as a mystery shopping business. At the stage of collecting first-hand service quality data from our clients, mystery shopping reveals how your business is perceived by your customers.

Spa services are unique. Guests relinquish control, and entrust you and your service providers with their bodies, appearance and well-being. The level of expectation is matched only by the feeling of vulnerability. The intimate and impacting nature of such services makes getting actionable guest feedback difficult. Since most spa services are mainly one-on-one and occur behind closed doors, the spa director is at a disadvantage in monitoring and coaching staff. Measuring your spa employees' performance in this setting is crucial to the spa that endeavors to acquire and retain market share, long-term.

InnsQore is a mystery shopping report for the hotelier who understands that service and hospitality are the most powerful ways to earn guest-loyalty and referrals. Repeat guests and goodwill are the weapons of choice when battling for share in a challenging marketplace.

CHG’s restaurant evaluators dine as typical guests and compile a detailed and actionable report called ResQore. ResQore is built for the multi-unit and independent restaurant operator who needs to spot actionable data quickly, with the supporting detail only a few clicks away.

Starting point for hospitality industry news and research from Coyle Hospitality Group.

Mystery shopping is a vital part of a CRM (Customer Relationship Management) program for any business where service and hospitality are a primary part of the value proposition. Why should you use mystery shopping? Because it is the most cost-effective and flexible CRM tool available.

When developing effective quality measurements for a mystery shopping program (or revising your current program), hoteliers, restaurateurs and spa directors must strike a balance considering the following...

Coyle Hospitality Group has been dedicated, since its inception, to the hospitality industry serving hotels, restaurants and spas exclusively. All of CHG’s assets are leveraged in favor of hospitality companies that want the most out of their mystery shopping program. This year, a hotelier may wish to roll-out a training program and use CHG to measure the effectiveness. Next year, they may be looking to simply raise that bar. CHG is uniquely positioned to understand these needs and employ the technology and resources to make the transition successful.

Mystery Shopping companies are organizations that help other businesses (clients) measure their own quality by reviewing the clients' Brand compliance, Standard Operating Procedure (SOP) compliance, Service Quality, Facility Cleanliness, Company Awareness and Special Situations. Mystery shopping companies work closely with the clients to best determine how to measure quality and then act as an objective third-party partner, to ‘tell it like it is’.

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