Editorial Board   Guest Author

Mr. Lannan

Robert Lannan

Principal, Lannan Legal PLLC

Robert W. Lannan is the Principal of Lannan Legal PLLC.† Mr. Lannan has practiced law for 22 years, 12 of them in the hospitality industry.† He represents owners and operators of hotels, restaurants, private clubs and other hospitality businesses in a variety of transactions, including sales, financings, joint venture agreements, management agreements, franchise agreements, and general commercial transactions matters related to operations of hospitality businesses.† Before beginning his private practice, Mr. Lannan was a Vice President and Senior Counsel at Hilton Worldwide, Inc., where he led a group of attorneys responsible for advising the company on operation of all of its owned and managed hotels worldwide.

Earlier, he was a Vice President and Senior Counsel at Marriott International, Inc., where he represented that company in transactions involving hotels in the United States as well as the United Kingdom, the Middle East and Africa.† Mr. Lannan is a Founding Co-Chair of the Hotel & Lodging Legal Summit, an annual continuing legal education conference at Georgetown University Law Center.† He also serves on the faculty of Georgetown Universityís Global Hospitality Leadership graduate program.† He has served as the Chair of the American Bar Association Hotels, Resorts and Tourism Committee.† Before joining the hospitality industry, Mr. Lannan practiced in two international law firms and as a Captain in the U.S. Army Judge Advocate Generalís Corps.

He received his J.D. from Georgetown University Law Center and his B.A., magna cum laude, from Georgetown University.† He also holds an LL.M., with highest honors, from The George Washington University.

Please visit http://www.lannanlegal.com for more information.

Mr. Lannan can be contacted at 202-223-8901 or robert.lannan@lannanlegal.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.