Editorial Board   Guest Author

Mr. Grossman

Lanny Grossman

President, EM50 Communications

For the past 20 years, Lanny Grossman has specialized in Public Relations, luxury lifestyle marketing and consumer outreach for some of the world's preeminent hospitality brands.

In 2008, capitalizing on his global experience, knowledge and relationships across multiple industries, Mr. Grossman founded the boutique Public Relations firm EM50 Communications, now with offices in New York City and Miami.  From media outreach to marketing partnerships and corporate branding, Mr. Grossman and the EM50 team apply an analytical and goal-oriented approach to creating complete and unique marketing solutions for clients around the world stretching from the ends of the earth in Southern Patagonia, throughout Latin America, across Europe and closer to home in and around New York.  

Mr. Grossman has spent his career understanding and responding to the wants, needs and attitudes of luxury consumers. He began his career working with notable hotel properties such as the famed Waldorf-Astoria in New York and Le Byblos Hotel in Saint-Tropez handling US-Based public relations efforts on behalf of the properties as part of a team at Lou Hammond & Associates.

After excelling within an agency environment, Mr. Grossman was recruited in house by one of his clients to become the Director of Public Relations for two of America's highest grossing and famous restaurants--Tavern on the Green and the Russian Tea Room. While in-house, he was faced with the challenge of re-inventing two of New York's venerable restaurant institutions. Following his time on the restaurant scene, he returned to luxury hospitality as the Director of PR for the five-star New York Palace Hotel & Towers, an independent, luxury hotel with 900 rooms in the heart of Manhattan. 

Building upon all the previous experience in the luxury hospitality sector, Mr. Grossman was recruited to be the Director of Brand Communications for Small Luxury Hotels of the World, an international hotel consortium whose portfolio boasts over 520 of the finest hotels in more than 70 countries. He raised both the brand's visibility and direct reservations to new heights during his more than five year tenure through high profile media placements and effective brand affiliations.

Today, EM50 continues to grow as a leader in hospitality marketing working with distinguished luxury hotel and travel products such as Tcherassi Hotels in Colombia, Singular Hotels in Chile, Quasar Expeditons in the Galapagos Islands and many more!

Mr. Grossman has been a member of the Society of American Travel Writers, Public Relations Society of America and The International Spa Association. Additionally, he has served on the board of various non-profit foundations.

Please visit http://www.em50.com for more information.

Mr. Grossman can be contacted at +1 646-861-2801 or lanny@em50.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.