General FAQs

General

Where can I find information on mystery shopping opportunities through Coyle?

Opportunities are posted to ‘Opportunities’ on a daily basis.

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What if the location is closed or no one answers my calls?

Try at least three (3) times on different days and times–check for store hours online.  If you still don’t have any success, contact support@coylehospitality.com.

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What are some common mistakes that might result in the rejection of a report?

The following is a list of a few of the reasons that could cause your submission to be rejected by a client, directly or through CHG as the client’s agent. If your submission is rejected you will automatically forfeit any and all claims to any expenses you incurred when you accepted the assignment.

Submissions are seldom rejected, and it occurs only as a last resort, but a client, either directly or through CHG, always reserves the right to reject submissions.

We recommend that you print this section and give it to your guest prior to the evaluation so the guest is familiar with the client objectives as well.

The Evaluator Neglects To Accomplish All Of The Client Objectives

Clients need consistent assessments. If all of the clients’ properties are testing overnight room service this month, and you decide to go to bed early or have room service breakfast instead, the client likely will reject the evaluation–because you tested a service other than the service the client paid to have tested. Similarly, if a restaurant client requests that you complain about your entree, failure to do this may render the entire submission invalid.

The tests described in the client objectives were requested by the client and must be followed in order for the data you provide to be valid. If events occur that forced you to vary how the test was called for, please inform CHG immediately. If we find out after the evaluation that tests were not performed, the damage may be irreparable, causing forfeiture.

The Submitted Work Does Not Have Enough Detail

Your work has to be as good as all the other evaluators, or the client will not feel that they had a consistent measurement.

Get it right the first time you submit. Anyone’s ability to recall details several days after the stay is doubtful at best–and certainly not as reliable as near-contemporaneous notes. The client reserves the right to question your recall and reject the submission if it is missing substantive detail.

The Evaluator Does Not Adhere To The Client’s Alcohol Limits

If you or your guest consume too much alcohol or overspend on alcohol, the client will likely conclude that you do not have good judgment, that your findings are not reliable and reject the evaluation. Your guest’s extra brandy at the Tiki Bar or the Bloody Mary at brunch may seem like a good idea at the time, but it can undermine the validity of your entire evaluation.

Note: There are several instances where the moderate consumption of alcohol is appropriate if you choose, such as evening meals or lounge evaluations–but even in those cases, it is prudent to consider how any bar tabs will be viewed by the client that is paying for the evaluation.

The Evaluator Fails to Submit Complete Work In A Timely Manner

Evaluations are like fish; they have to be served fresh. We need complete work within 36 hours of check-out for hotels and 48 hours for restaurants.

If our editors have questions about your findings, we need immediate and complete responses. If we are unable to finalize your evaluation within 2-3 days after you submit, the entire submission could be rejected simply because the evaluation is now old.

Make sure your checklist is complete and your receipts are submitted under these timeframes as well.

Note: Do not accept evaluations where you will be unable to be reached or do edits in the days following your submission.

Contradictions, Omissions, And Gaps

If your submission has contradictions or contains significant gaps or omissions, the evaluation may be deemed not credible and could be rejected. For example, one evaluator neglected to mention in her findings that her guest was in bed while turndown service was performed. Another evaluator ‘forgot’ to mention that the manager brought them a round of drinks at the bar. If a client cannot believe one part of your evaluation, then unfortunately none of it can be trusted.

If something goes wrong or is off-script, it should be mentioned in your findings. Be honest and upfront. A client can deal much better with the truth than with problems that the client discovers on its own, after-the-fact.

The Client Provides Evidence That Your Evaluation Is Not Factual

In today’s age of security and computerization, your behavior can be tracked. For example, the evaluation of an evaluator who claimed to be observing the lounge from 8-8:30 PM was rejected when the client presented security camera evidence showing him leaving at 8:10 PM.

Your bill provides an electronic trail of your stay. Management can pretty much track your activities if they feel that the evaluation is inaccurate.

Evaluator Conduct Was Memorable And Unprofessional

One set of evaluators were remembered arguing vehemently in the lounge for 30 minutes. Another team showed up at breakfast in flip-flops at a 5 star hotel. One evaluator’s guest was taking pictures of the staff because ‘he does that everywhere he goes.’ Another evaluator team once left several empty wine bottles in their room. Another team left such a mess that the housekeepers filed a report because the room took two hours to clean.

The entire credibility of your evaluation can be sacrificed by poor judgment or if you fail to remember you are performing a client engagement as a professional. Do everything you can to not be memorable.

The Evaluator Took Advantage Of The Hotel Or Restaurant

One evaluator called housekeeping three times and asked for extra coffee packets because they loved it so much and wanted to take some home. Another evaluator had a room problem, took a $100 gift certificate from the hotel manager as compensation and spent it in the lounge that night. If the client gives a professional evaluator any non-perishable gift, it must be returned.

Remember the hotel is paying you to be there. Gifts or gestures of hospitality are meant for revenue generating guests. If the hotel or restaurant offers extraordinary compensation, politely decline and mention the event in your evaluation. Contact CHG if you have questions about this.

The Evaluator Gets ‘Made’ Out Of Negligence

A room attendant, engineer, or manager could enter your hotel room at any time while you are not there and see the client objectives or checklists if they are not securely stored. Do not let your guests blow your cover by talking about the evaluation in any public area with you or anyone else. Remember that guest you confided with in the lounge last night about your evaluation could be the best customer and a good friend of the hotel manager.

Security cameras are in just about every public area of a hotel. Conduct yourself in public areas as if you are being watched because you probably are.

The Evaluation Is Not Original

If the evaluation appears to have been copied and pasted from another evaluation, or if sections within the evaluation are duplicated, this could be grounds for rejection. The client is paying for an original document and will not accept anything less.

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Where can I find information on career (non-shopper) opportunities at Coyle?

Visit http://www.coylehospitality.com/about/career-opportunities/ for more information on opportunities to join the Coyle team.

Note: Coyle Hospitality employees are not permitted to conduct shops while they are employees of Coyle Hospitality. 

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I have a question about the client objectives, who should I contact?

Contact the support center at support@coylehospitality.com.  Emails are answered as soon as possible. Pro tip: Review Client objectives and surveys as soon as they are assigned in order to ask questions well before assignment execution.  The best evaluators ask questions days (not hours) in advance.

Support Email Operating Hours:

Monday-Friday – 9 AM to 6:30 PM EST
Saturday – 9 AM to 1 PM EST
Sundays – CLOSED

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When is my evaluation due?

All restaurant work must be submitted within two days of the visit to the client location, unless otherwise noted or for Saturday evaluations, which are due Sunday.

Day Evaluation Performed Due
Monday Wednesday (5:00 PM EST)
Tuesday Thursday (5:00 PM EST)
Wednesday Friday (5:00 PM EST)
Thursday Saturday (5:00 PM EST)
Friday Sunday (5:00 PM EST)
Saturday Sunday (Midnight EST)
Sunday Tuesday (5:00 PM EST)

For other evaluations (hotels, cruises, sales calls), refer to the client objectives, as these vary according to scope and client needs.

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I won’t be able to perform my evaluation, who should I contact?

If you have any scheduling questions contact support@coylehospitality.com. If you would like to reschedule please provide the alternate dates you are available.

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There was a problem during my evaluation, what should I do?

Contact us immediately at support@coylehospitality.com, and be sure to include details on what happened in your feedback/client deliverable.

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How are my evaluations scored?

Editors grade evaluations based on the quality of the submission, the level of detail provided, and whether or not style and writing conventions were followed. It is possible to achieve a total of 20 points per evaluation. Evaluators with high editing marks typically get offered evaluations first. Please scroll to the right and bottom of the page to make sure you have viewed your full scorecard.

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How can I improve my score?

Study the evaluator resource center and sample documents in order to better familiarize yourself with the recommendations and client objectives. Also, be sure to review the comments left by the editor and incorporate their advice the next time you submit evaluation feedback.

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When do I get paid?

If your report is accepted, you should receive payment (check total/reimbursement limit plus fee) via PayPal the last week of the following month. In order to get paid you will need a PayPal account. Coyle does not send paper checks. PayPal payments will be sent to the email address you have registered with Coyle. If you do not have a PayPal account linked to this address, please sign up now at www.PayPal.com.

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