Editorial Board   Guest Author

Ms. Stiel

Holly Stiel

President, Thank You Very Much Inc.

Holly Stiel, President of Thank You Very Much Inc is a trailblazing service philosopher who innovated a method of training based on the practices and principles of the world-class concierge. Her clients include: Disney, Nordstrom, AVEDA, American Express, Visa Signature card and Auberge Resorts, to name a few. Through the partnership with her team at StielMedia, Ms. Stiel has developed the corporate service training programs for four brands of the Hilton Family of Hotels, Hyatt Place Hotels, Auberge Resorts and Premiere Resorts, as well as three award-winning interactive DVD programs. In 1976, Ms. Stiel became the first female concierge in the country when she created the desk at the Grand Hyatt Union Square in San Francisco. Two years later she was the first American woman to be admitted to the exclusive Les Clefs d'Or Association for concierges. She recently received the association's Lifetime Achievement award for her broad contributions to her profession. Ms. Stiel was the first female and non-corporate executive to receive the "Distinguished Visiting Professor" Chair from Johnson and Wales University. Ms. Stiel has written four books : the newly released textbook, The Art and Science of the Hotel Concierge. Ultimate Service, The Complete Handbook to the World of the Concierge, Thank You Very Much - A Book for Anyone Who Has Ever Said, “May I Help you?,” and The Neon Signs of Service.

Ms. Stiel can be contacted at 415-383-4220 or Thankyouinc@aol.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.