Editorial Board   Guest Author

Mr. Brewer

William A. Brewer

Partner, Brewer, Attorneys & Counselors

William A. Brewer III is a founding partner of BREWER, Attorneys & Counselors (formerly Bickel & Brewer), with offices in New York and Dallas. Under Mr. Brewer’s direction, the firm has become renowned for its successful handling of major disputes in a number of industries, including the hospitality industry. The firm has represented hotel franchisors, management companies, owners, developers, and investors in many of the highest-profile matters in the industry. Mr. Brewer is frequently published on a wide range of legal and business issues effecting the hospitality industry. Testament to the significance of Mr. Brewer’s advocacy are the news organizations that routinely mention his work. In the past few years alone, The Wall Street Journal, The New York Times, Hotel Management, and Hotel Business, to name a few, have reported on hospitality matters in which Mr. Brewer is involved. He is a member of several leading industry associations, including the American Hotel & Motel Association and the Academy of Hospitality Industry Attorneys. Beyond these associations, Mr. Brewer is active in a broad range of professional groups and philanthropic organizations. He serves as chairman of the Brewer Foundation and is a member of the boards of trustees of New York University, Albany Law School and Paul Quinn College. Born and raised on Long Island, New York, Mr. Brewer received his bachelor of arts degree, cum laude, from St. John’s University in 1974, followed in 1977 by his Juris Doctor degree, cum laude, from Albany Law School of Union University. Thereafter, Mr. Brewer attended New York University School of Law, where he received a master of laws degree in trade regulation in 1978. Please visit www.brewerattorneys.com for more information.

Mr. Brewer can be contacted at 212-489-1400 or wab@brewerattorneys.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.