Editorial Board   

Mr. Giamela

Lonnie Giamela

Partner, Fisher & Phillips, LLP

Lonnie Giamela is a partner in both the Los Angeles and Irvine offices of Fisher & Phillips, LLP, one of the nationís older labor and employment law firms exclusively representing management. He represents employers in all aspects of labor and employment law, including wage and hour compliance, employment policies and practices, fair employment and FMLA/CFRA compliance, litigation, supervisor training, mass layoff and independent contractor classification matters.

Mr. Giamela's practice also involves collective bargaining, defense of unfair labor practice charges, arbitrations, and representation of employers in union organizing campaigns.

Mr. Giamela's clients range from small businesses to national companies in all sectors of manufacturing, retail, wholesale distribution, hospitality, education and the automotive industries. He has conducted more than 200 seminars to management, executives, human resources professionals and employer groups on a multitude of topics including fair employment, medical leaves, mass layoffs, FMLA/CFRA compliance, independent contractor classification matters and wage and hour compliance.

Mr. Giamela represents clients before state, appellate and federal courts as well as governmental agencies such as the Department of Fair Employment Housing, the Division of Labor Standards Enforcement and Employment Development Department.

Prior to joining the firm, Mr. Giamela worked for United States Congressman James E. Rogan, the Office of Legislative and International Affairs at the United States Patent and Trademark Office. Mr. Giamela is "AV" Peer Review Rated by Martindale-Hubbell.

Mr. Giamela can be contacted at 213-330-4454 or lgiamela@laborlawyers.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.