Editorial Board   

Mr. Grossman

Lanny Grossman

President, EM50 Communications

For the past decade, Lanny Grossman has specialized in PR, luxury lifestyle marketing and consumer outreach for some of the world's preeminent hospitality brands. 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, after which he became the Director of Public Relations for two of America's highest grossing and famous restaurants, Tavern on the Green and the Russian Tea Room. Following his time on the restaurant scene, Mr. Grossman returned to luxury hospitality as the Director of PR for the five-star New York Palace Hotel & Towers, home to royalty and luxury guests alike. 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 450 of the finest hotels in more than 70 countries. Mr. Grossman has spent his career understanding and responding to the wants, needs and attitudes of luxury consumers. From media outreach to marketing partnerships and corporate branding, he applies an analytical and goal-oriented approach to creating complete and unique marketing solutions for each client. Mr. Grossman has also served on various non-profit foundation boards, as well as been a member of the Society of American Travel Writers, Public Relations Society of America and The International Spa Association. EM50 COMMUNICATIONS is a full-service marketing and public relations firm specializing in luxury lifestyle, hospitality and travel. Bringing a multi-prong approach to clients' needs, EM50 creates integrated marketing solutions to develop and elevate brand profile, increase visibility among target consumers and drive overall business growth.

Mr. Grossman can be contacted at 646 861 2801 or lanny@em50.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.