Editorial Board   Guest Author

Mr. Ebbink

Benjamin Ebbink

Of Counsel, Fisher Phillips

Benjamin M. Ebbink is Of Counsel in the Sacramento office of Fisher Phillips. With nearly two decades of experience in labor and employment law and in assisting the development of California labor law and regulations, he focuses on legislation introduced at the state and local level.

Mr. Ebbink assists employers with navigating evolving legislative and regulatory landscapes in a variety of areas including workplace discrimination, employee privacy, wage and hour, employee compensation, trade secrets, employment contracts and terms, healthcare, immigration, employee leave, workers’ compensation, workplace safety and affirmative action.

For nearly 15 years, Mr. Ebbink served as Chief Consultant to the California Assembly Committee on Labor and Employment where he was the primary policy expert on labor and employment matters for the California State Assembly. His legislative experience and deep connections in the stakeholder community allow him to provide services to clients that have legislative or regulatory issues that benefit from his unparalleled experience and strategic guidance.

Mr. Ebbink received his J.D. in 2000 and his B.A. in 1997 from the University of California, Davis. Mr.Ebbink is also a frequent contributor to the firm’s California Employers Blog, publishing consistent updates on pending California legislation.

Please visit https://www.fisherphillips.com/attorneys-bebbink for more information.

Mr. Ebbink can be contacted at 916-210-0400 or bebbink@fisherphillips.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.