Editorial Board   Guest Author

Mr. Migdal

Nelson Migdal

Shareholder & Co-Chair Hospitality Practice, Greenberg Traurig LLP

Nelson F. Migdal, a shareholder and Co-Chair of the firm's Hospitality Practice, is based in the firm's Washington, D.C. office. Mr. Migdal focuses his practice on hotel acquisitions, operations, development and finance, large mixed-use projects, hotel management agreements, licensing agreements, commercial real estate acquisition and sale, and commercial leasing.

Mr. Migdal has prepared and reviewed management and franchise agreements, purchase and sale agreements, multiple building covenants, and other documents related to the acquisition, financing, development, leasing, management and disposition of hotels, resorts and other real and personal property.

Mr. Migdal is the Immediate Past President of the Academy of Hospitality Industry Attorneys, a Member of the International Society of Hospitality Consultants, a Member of the Board of Governors of the Boutique and lifestyle Lodging Association, a Member of the Law 360 2016 Hospitality editorial advisory board and a Member of the Adjunct Faculty of the Washington College of Law of American University where he teaches Hotel Law.

Mr. Migdal has been a speaker at The Lodging Conference, RealShare, Hotel Business, IMN, iGlobal, BLIS and other real estate and hospitality conferences and is also a contributor to the firm's Hospitality Law Check-In Blog. Mr. Migdal authored the textbook Hotel Law, Transactions, Management and Franchising, a practical guide to the issues that face lawyers and industry leaders working in the hospitality field. Routledge, the world's leading academic publisher in the Humanities and Social Sciences, published the book in May 2015. He is also the author of numerous articles on the subject of real estate and the hospitality industry.

Mr. Migdal can be contacted at 202-331-3180 or migdaln@gtlaw.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.