Editorial Board   Guest Author

Mr. Caswell

Bill Caswell

Principal, Hospitality Practice Leader, North Highland

Bill Caswell is a principal with North Highland and serves as the firm's Hospitality practice leader. He has more than 30 years of industry experience in hospitality, vacation ownership, sales, marketing and technology.

Mr. Caswell has broad expertise that includes strategy development, organizational change management, consumer engagement, acquisition and loyalty strategy, program and project management, hospitality start-up operations, sales force management, satisfaction assessments, training design and implementation, service level management and performance measurement.

Prior to joining North Highland, Mr. Caswell worked and consulted with some of the major players across the hospitality industry, including The Ritz-Carlton Hotel Company, Loews Hotels and Resorts, Starwood Hotels and Resorts, Wyndham Wordwide, ANA Hotels and Kimpton Hotels.

North Highland is a global management consulting firm known for helping clients solve their most complex challenges related to customer experience, performance improvement, technology and digital, and transformation. Working with clients across a myriad of industries, North Highland has provided expert services to organizations and enterprises alike in the hospitality, financial services, retail and consumer products, healthcare, life sciences, transportation - both private and public sector - and philanthropy industries, among several others. North Highland adds value and supports clients across the full spectrum of consulting. From early planning and strategy to delivery of the final product or service, the consultancy brings big ideas and then makes them a reality.

As an employee-owned firm headquartered in Atlanta, GA, North Highland currently employs more than 3,000 consultants worldwide and has 70 plus offices around the globe, including the Americas, Europe and Asia.

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

Mr. Caswell can be contacted at +1 321-214-6009 or Bill.Caswell@northhighland.com

Coming up in December 2019...

Hotel Law: A Labor Crisis and Cyber Security

According to a recent study, the hospitality industry accounted for 2.9 trillion dollars in sales and in the U.S. alone, was responsible for 1 in 9 jobs. In an industry of that scope and dimension, legal issues touch every aspect of a hotel's operation, and legal services are required in order to conform to all prevailing laws and regulations. Though not all hotels face the same issues, there are some industry-wide subjects that are of concern more broadly. One of those matters is the issue of immigration and how it affects the ability of hotels to recruit qualified employees. The hotel industry is currently facing a labor crisis; the U.S. Labor Department estimates that there are 600,000 unfilled jobs in the industry. Part of the problem contributing to this labor shortage is the lack of H2B visas for low-skilled workers, combined with the difficulty in obtaining J-1 visas for temporary workers. Because comprehensive immigration reform is not being addressed politically, hotel managers expect things are going to get worse before they get better. Corporate cyber security is another major legal issue the industry must address. Hotels are under enormous pressure in this area given the large volume of customer financial transactions they handle daily. Recently, a federal court ruled that the Federal Trade Commission had the power to regulate corporate cyber security, so it is incumbent on hotels to establish data security programs in order to prevent data breaches. The lack of such programs could cause hotels to face legal threats from government agencies, class action lawsuits, and damage to their brand image if a data breach should occur. These are just two of the critical issues that the December issue of Hotel Business Review will examine in the area of hotel law.