Editorial Board   Guest Author

Mr. Lannan

Robert Lannan

Principal, Lannan Legal PLLC

Robert W. Lannan is the Principal of Lannan Legal PLLC.  Mr. Lannan has practiced law for 22 years, 12 of them in the hospitality industry.  He represents owners and operators of hotels, restaurants, private clubs and other hospitality businesses in a variety of transactions, including sales, financings, joint venture agreements, management agreements, franchise agreements, and general commercial transactions matters related to operations of hospitality businesses.  Before beginning his private practice, Mr. Lannan was a Vice President and Senior Counsel at Hilton Worldwide, Inc., where he led a group of attorneys responsible for advising the company on operation of all of its owned and managed hotels worldwide.

Earlier, he was a Vice President and Senior Counsel at Marriott International, Inc., where he represented that company in transactions involving hotels in the United States as well as the United Kingdom, the Middle East and Africa.  Mr. Lannan is a Founding Co-Chair of the Hotel & Lodging Legal Summit, an annual continuing legal education conference at Georgetown University Law Center.  He also serves on the faculty of Georgetown University's Global Hospitality Leadership graduate program.  He has served as the Chair of the American Bar Association Hotels, Resorts and Tourism Committee.  Before joining the hospitality industry, Mr. Lannan practiced in two international law firms and as a Captain in the U.S. Army Judge Advocate General's Corps.

He received his J.D. from Georgetown University Law Center and his B.A., magna cum laude, from Georgetown University.  He also holds an LL.M., with highest honors, from The George Washington University.

 

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

Mr. Lannan can be contacted at 202-223-8901 or robert.lannan@lannanlegal.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.