Editorial Board   

Mr. DeNapoli

Al DeNapoli

Partner, Tarlow Breed Hart & Rodgers, P.C.

Al DeNapoli is a partner of the Boston-based law firm, Tarlow Breed Hart & Rodgers, P.C. Mr. DeNapoli is chairman of the firm's hospitality practice group and provides legal expertise on issues such as franchising, leasing and licensing to clients that range from nationally known chains to local restaurants and lodging businesses. Additionally, he concentrates a portion of his practice in the areas of civil litigation, including complex business issues that relate to contract and shareholder disputes, and employment problems. Realizing the importance of community and industry involvement, Mr. DeNapoli is affiliated with numerous boards and associations. In 2006, Mr. DeNapoli was elected as an editorial board member for the national publication, Hotel Business Review. He is a member of the Massachusetts Lodging Association and was recently named to the Massachusetts Restaurant Association board of directors. For four years he had served as finance committee chairman for the Town of Walpole, Mass., and is presently on the town's board of selectmen. In the Neponset Valley Chamber of Commerce, he sits on the executive committee of its board of directors. He is also the current national president of the Commission for Social Justice for the Order Sons of Italy in America. Mr. DeNapoli is a member of both the Massachusetts and Boston bar associations; serves on the board of directors for the Massachusetts Restaurant Association; and has earned numerous awards for his legal expertise. He has twice been selected as a "Super Lawyer" in a survey of his peers across Massachusetts. The honor is awarded annually to the top five percent of lawyers practicing throughout the state. Mr. DeNapoli was also recently appointed a Master by the Massachusetts Superior Court. Mr. DeNapoli graduated cum laude from Boston College and earned an MA from the University of Maryland. He graduated magna cum laude from the New England School of Law.

Mr. DeNapoli can be contacted at 617-218-2024 or adenapoli@tbhr-law.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. 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.