Editorial Board   Guest Author

Mr. Migdal

Nelson Migdal

Shareholder & Co-Chair Hospitality Practice, Greenberg Traurig LLP

Nelson F. Migdal, a shareholder and Co-Chair of the firm's Hospitality Practice, is based in the firm's Washington, D.C. office. Mr. Migdal focuses his practice on hotel acquisitions, operations, development and finance, large mixed-use projects, hotel management agreements, licensing agreements, commercial real estate acquisition and sale, and commercial leasing.

Mr. Migdal has prepared and reviewed management and franchise agreements, purchase and sale agreements, multiple building covenants, and other documents related to the acquisition, financing, development, leasing, management and disposition of hotels, resorts and other real and personal property.

Mr. Migdal is the Immediate Past President of the Academy of Hospitality Industry Attorneys, a Member of the International Society of Hospitality Consultants, a Member of the Board of Governors of the Boutique and lifestyle Lodging Association, a Member of the Law 360 2016 Hospitality editorial advisory board and a Member of the Adjunct Faculty of the Washington College of Law of American University where he teaches Hotel Law.

Mr. Migdal has been a speaker at The Lodging Conference, RealShare, Hotel Business, IMN, iGlobal, BLIS and other real estate and hospitality conferences and is also a contributor to the firm's Hospitality Law Check-In Blog. Mr. Migdal authored the textbook Hotel Law, Transactions, Management and Franchising, a practical guide to the issues that face lawyers and industry leaders working in the hospitality field. Routledge, the world's leading academic publisher in the Humanities and Social Sciences, published the book in May 2015. He is also the author of numerous articles on the subject of real estate and the hospitality industry.

Mr. Migdal can be contacted at 202-331-3180 or migdaln@gtlaw.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.