About Us
Leadership : Jeff Gurtman, Director of Mystery Shopping
As LRA's Director of Mystery Shopping, Jeff has worked closely with Senior Vice President and Managing Director, Quality Assurance, John Roberto to grow LRA's operational mystery shopping capabilities and the firm's mystery shopping client list. Jeff oversees all aspects of LRA's mystery shopping operation, including business development, recruiting, screening, training, scheduling, program design, reporting and analysis, ensuring that LRA's mystery shopping projects are aligned with client business goals, function as a vital performance improvement tool and serve as a key input for any Customer Experience Management initiative. Jeff joined LRA with years of experience developing and executing mystery shopping programs – as well as the technology to support them – for some of the leading brands in hospitality, timeshare, retail and dining.
Learn More
Interested in learning more about LRA's Customer Experience Management solutions?
Jeff also applies his expertise in a variety of ways to support LRA's world-class IT quality assurance programs, managing programs across a range of reporting and quality management platforms, depending on client need. Prior to joining LRA, Jeff ran his own mystery shopping strategy and IT consultancy. Previously, he served as the Vice President of Business Development for Coyle Hospitality Group, where he managed client projects, executed sales and marketing campaigns and developed several proprietary database and internet applications.
Jeff has been a thought leader in the evolution of the Mystery Shopping field and the use of mystery shopping data as a meaningful form of field research. His articles have appeared in publications as diverse as Hotel News Resource and CRM Weekly. In addition, he is a frequent speaker at industry events, most recently at the IASE (International Association of Service Evaluators) annual conference in Philadelphia.
In addition to his professional work in the Mystery Shopping arena, Jeff has numerous media credentials as a hotel and travel expert. As a host of the Discovery Travel Channel's "Travel Spies," Jeff traveled incognito to some of the world's most exclusive travel destinations to test the staff and services. He also hosted a special on the Travel Channel titled "Frugal But Fabulous," where he applied his know-how to bargain travel experiences. In addition to his work on television, Jeff has hosted several web-series including "Cube Fabulous" and Travelzoo.com's "Unleashed."
Jeff received his B.S. from the Cornell University School of Hotel Administration (Ithaca, NY).
