Editorial Board   Guest Author

Mr. Ebbink

Benjamin Ebbink

Of Counsel, Fisher Phillips LLP

Benjamin M. Ebbink is Of Counsel in the Sacramento office of Fisher Phillips. With nearly two decades of experience in labor and employment law and in assisting the development of California labor law and regulations, he focuses on legislation introduced at the state and local level.

Mr. Ebbink assists employers with navigating evolving legislative and regulatory landscapes in a variety of areas including workplace discrimination, employee privacy, wage and hour, employee compensation, trade secrets, employment contracts and terms, healthcare, immigration, employee leave, workers' compensation, workplace safety and affirmative action.

For nearly 15 years, Mr. Ebbink served as Chief Consultant to the California Assembly Committee on Labor and Employment where he was the primary policy expert on labor and employment matters for the California State Assembly. His legislative experience and deep connections in the stakeholder community allow him to provide services to clients that have legislative or regulatory issues that benefit from his unparalleled experience and strategic guidance.

Mr. Ebbink received his J.D. in 2000 and his B.A. in 1997 from the University of California, Davis. Mr.Ebbink is also a frequent contributor to the firm's California Employers Blog, publishing consistent updates on pending California legislation.

Please visit https://www.fisherphillips.com/attorneys-bebbink for more information.

Mr. Ebbink can be contacted at +1 916-210-0400 or bebbink@fisherphillips.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.