Editorial Board   

Ms. Gorman

Tara K. Gorman

Partner, Perkins Coie LLP

Tara K. Gorman is a Partner at the law firm of Perkins Coie and focuses her practice on hospitality law. In addition to practicing law, Ms. Gorman writes a column for Hotel Business Review, is a Professor in Residence (Adjunct) at the Washington College of Law of American University in Washington, D.C., as part of the Hospitality and Tourism Law Program, has taught Foundations of Real Estate Law at Georgetown University as an Adjunct Professor, and regularly speaks at conferences and seminars on real estate and hospitality topics, and is on the Board of Advisors of the Georgetown Law Center’s Hotel & Lodging Legal Summit and the Board of Advisors of Drexel University Center for Hospitality & Sports Management. Ms. Gorman is also a contributing writer to the textbook Hotel Law – Transactions, Management and Franchising. Ms. Gorman focuses her law practice on hotel acquisitions, operations, development and finance, hotel management agreements, license and branding agreements, restaurant management agreements, and general commercial real estate transactions, including commercial real estate acquisitions and sales, and data center, office and retail leasing. Ms. Gorman regularly prepares and counsels clients both domestically and internationally regarding hotel acquisitions, financing, operations development and finance, condo-hotels, hotel management agreements, license and branding agreements, restaurant management agreements, water park and casino agreements, real estate finance documents, purchase and sale agreements, property management agreements, corporate formation, business improvement districts, vendor agreements, marketing management agreements, web-site service agreements, telecommunications license agreements, and commercial office leases. Ms. Gorman has represented institutional investors such as life insurance companies and pension funds in connection with their real estate investments, as well as governmental and quasi-governmental agencies with respect to their real estate holdings.

Ms. Gorman can be contacted at 202-654-6253 or tgorman@perkinscoie.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.