Editorial Board   

Mr. Mavros

John Mavros

Attorney at Law, Partner, Fisher & Phillips, LLP

John Mavros, Attorney at Law, is a partner in Fisher Phillips' Irvine office. His practice involves representing employers in all aspects of labor and employment law, including wrongful termination, discrimination, harassment, and retaliation. His practice also involves representing employers against unpaid compensation claims, including unpaid minimum wages, overtime, meal/rest period premiums, vacation pay, and/or business expenses, on both an individual and class action basis.

Mr. Mavros defends all types of businesses involved in civil litigation or arbitration. This includes defending claims brought before the Division of Labor Standards Enforcement (DLSE aka the Labor Board) and the California Unemployment Insurance Appeals Board. His practice also includes preventative counseling. He regularly assists employers with employee handbook preparation, wage/hour audits, new hire policies, employee compensation plans, severance agreements, reductions in force, and day-to-day workforce issues. He also conducts sexual harassment prevention training as mandated for all California employers by AB 1825.

Mr. Mavros is known for being responsive to the needs of his clients and providing a high level of service that his clients can trust. Prior to becoming an attorney, he worked for a hotel management company that focused on revitalizing and restoring profitability for hotels and motels. His experience in this industry has allowed him to provide unique insights for his hospitality clients and to understand that customer service is a number one priority.

Mr. Mavros is an active sponsor of the Asian American Hotel and Lodging Association (AAHOA) and the Anaheim/Orange County Hotel and Lodging Association (AOCHLA). While in law school, he served on Chapman Law Review's Executive Board and served as an extern for the Honorable George P. Schiavelli of the U.S. District Court, Central District of California, in Los Angeles.

Mr. Mavros can be contacted at 949-798-2134 or jmavros@laborlawyers.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. 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.