Above the Fold: A Master Class in Legal Public Relations

By William A. Brewer III Managing Partner, Bickel & Brewer | May 22, 2011

I wrote in this publication a few years ago about the importance of managing public relations in connection with major hospitality disputes. As a law firm that often represents owners, developers, investors and managers in high-stakes legal matters, we recognize the importance of being advocates not only in the courtroom – but in the court of public opinion as well. Mergers and acquisitions, disputes over management agreements, and fights for ownership of guest information are some of the many topics that I previously referenced as “headline-grabbing issues” in the hospitality arena.

Given the interest in that previous article, I am writing this follow-up to underscore why hospitality professionals or their representatives must not only be familiar with the process of working with the news media; they should embrace it. The news media, after all, is a gateway to customers, employees, investors, analysts and legislators – all of whom have the ability to affect your business.

It is, apparently, counter-intuitive to many hospitality professionals to discuss business or legal issues with the news media. They sometimes have concerns about how to effectively shape, control and advance their message in an arena that may be unfamiliar to them. Indeed, there is often a perceived risk in working with the news media, particularly when your organization is confronting a contentious or controversial issue. Understandably, hospitality professionals worry about “going public” – and losing an element of control in how their business disputes are portrayed.

The truth is, the news media affords you and your organization an enormous opportunity. The press can provide a forum for you to effectively communicate with key audiences cost-effectively and efficiently. Oftentimes, the news media can provide balanced, impartial analysis of your organization or the issues in which it is involved.

Making sure your viewpoint is represented in high-profile reporting is central to your responsibility as a steward of a hotel property, investment group or management team. So how do you ensure that coverage about you or your organization is balanced and, even better, favorable?

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Coming up in January 2018...

Mobile Technology: Relentless Innovation

Technology has become a crucial component in attracting and retaining hotel guests, and the need to enhance a guest’s technology experience is driving a relentless pace of innovation. To meet and exceed guest expectations, 54% of hotels will spend more on technology in 2018, and mobile solutions in particular will top the list of capital investments. Many hotels are integrating mobile booking, mobile keys, mobile payments and mobile check-in into their operations. Other hotels are emphasizing the in-room experience, boosting bandwidth and upgrading flat screen TVs to more easily interface with guest mobile devices. And though not yet mainstream, there are many exciting technology developments on the near horizon. The Internet of Things (loT) is taking form in some places, and can be found in guest room control systems, voice activation systems, and in wearable sensors that can be used for access and payment options. Virtual reality headsets are available at some hotels so guests can enjoy virtual trips to exotic locations or if off-property, preview conference facilities and guest rooms. How long will it be before a hotel employs a fleet of robots for room service, or utilizes a hologram as a concierge, or installs gesture-controlled walls that feature interactive digital displays? Some hotels are already using augmented reality for translation services, or interactive wall maps, or even virtual décor. This pace of innovation is challenging property owners and brands to stay on top of the latest technology trends while still addressing current projects. The January Hotel Business Review will explore what some hotels are doing to maximize their opportunities in the mobile technology space.