Editorial Board   Guest Author

Ms. Friedman Griesing

Francine Friedman Griesing

Founder, Griesing Law LLC

Fran Griesing, founder of Griesing Law, LLC, a WBENC-certified woman owned firm, leads her team representing clients in complex business transactions, high stakes litigation, employment, intellectual property and alternate dispute resolution matters. She also serves as a neutral arbitrator and mediator. Ms. Griesing's clients are Fortune 500 and closely held companies, not-for-profit organizations and executives, predominately in the hospitality, food service, technology, chemicals and manufacturing industries. Chambers and Partners USA, a leading directory of the legal profession, has noted that clients describe her as “intensely detail-focused and a persuasive and energetic litigator” with a “professional and personable manner.” Chambers expressly recognized her for her work in the hospitality industry, and her “practical and down-to-earth counsel.” Prior to launching the firm in 2010, Ms. Griesing practiced at top tier firms in New York and Philadelphia and, she served as Litigation Chair of Philadelphia's Law Department under former Mayor Edward G. Rendell, who later served as Pennsylvania's Governor. An honors graduate of Binghamton University and University of Pennsylvania Law School, where she was on Law Review, Ms. Griesing has been recognized for her professional and community leadership. She has been acknowledged as a Pennsylvania Woman Lawyer of the Year, Woman to Watch; Greater Philadelphia Woman of Distinction; Governor's Best 50 Women in Business; SmartCEO Brava! Leader and Legal Elite. She has been recognized by Chambers and Partners USA, Best Lawyers in America and Pennsylvania SuperLawyers. Ms. Griesing also received the Philadelphia Bar Education Center's Excellence in Legal Education Award and the American Bar Association's Excellence in Legal Writing Award. Ms. Griesingtaught Business Law, Public Employment Law and Advocacy Skills at Temple University's Beasley School of Law and Fox School of Business & Management and was a guest lecturer at the Wharton School of the University of Pennsylvania. She has been acknowledged as a Pennsylvania Woman Lawyer of the Year, Woman to Watch; Greater Philadelphia Woman of Distinction; Governor's Best 50 Women in Business; SmartCEO Brava! Leader and Legal Elite. She has been recognized by Chambers and Partners USA, Best Lawyers in America and Pennsylvania SuperLawyers. Ms. Griesing also received the Philadelphia Bar Education Center's Excellence in Legal Education Award and the American Bar Association's Excellence in Legal Writing Award. She taught Business Law, Public Employment Law and Advocacy Skills at Temple University's Beasley School of Law and Fox School of Business & Management and was a guest lecturer at the Wharton School of the University of Pennsylvania.

Ms. Friedman Griesing can be contacted at 215-618-3721 or fgriesing@griesinglaw.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.