Editorial Board   Guest Author

Mr. Pucciarelli

Albert Pucciarelli

Partner, McElroy Deutsch Mulvaney & Carpenter, LLP

Albert J. Pucciarelli is a partner with McElroy, Deutsch, Mulvaney & Carpenter, LLP, a national and international law practice. Active with the firm since September 2005, Mr. Pucciarelli is recognized for his expertise in hotel and resort development and operations. His practice is concentrated in these areas, as well as in aviation law, general corporate law and real estate law.

Between 1988 and 1998 Mr. Pucciarelli served as Executive Vice President, General Counsel and Secretary of InterContinental Hotels, with over 200 hotels in 70 countries. He also served as Chair of the Hotels, Restaurants and Tourism Committee and as Chair of the Aeronautics Law Committee of the Association of the Bar of the City of New York. Lastly, he is a Director and past President of the Hospitality Industry Bar Association.

In addition to his practice, Mr. Pucciarelli has taught International Business Law as an adjunct professor at the Fordham University Graduate School of Business and was a member of that school’s Advisory Board. He is currently a member of the Board of Directors of Skytop Lodge, a 155-room vacation property in Skytop, Pennsylvania as well as an active member of Cayuga Hospitality Consultants.

Mr. Pucciarelli offers services in hotel and resort development, legal aspects of hotel operations, litigation support, expert witness testimony, mediation, and alternate dispute resolution. His clients include the owners and developers of Marriott, Ritz-Carlton, Fairmont, Mandarin-Oriental, Hyatt, Andaz, St. Regis, Westin and many more. He is fluent in Russian and a commercially certified pilot, as well as the President of the Mid-Atlantic Pilots Association. Albert serves his community, Ridgewood, New Jersey, as Deputy Mayor and Councilman.

Please visit http://www.mdmc-law.com/ for more information.

Mr. Pucciarelli can be contacted at (201) 493-3718 or apucciarelli@mdmc-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.