Editorial Board   Guest Author

Ms. Kula

Stacy Kula

Team Leader Hospitality & Alcohol, Steptoe Johnson

Stacy Kula is the Team Leader of the Hospitality & Resort Team and Alcohol Team at the law firm of Steptoe & Johnson PLLC. She practices law throughout the Commonwealth of Kentucky. Although Ms. Kula has a wide range of experience, she focuses her practice on alcohol licensing, hospitality law, mergers and acquisitions, entity formation, real estate purchases and leases, and general contract law.

She works closely with the alcoholic beverage industry, representing, among others, hotels, developers, national franchises, night clubs, restaurants, bars and alcohol manufacturers. Ms. Kula regularly applies for all types of alcoholic beverage licenses with state regulatory agencies and the Alcohol and Tobacco Tax and Trade Bureau (TTB) and works with licensees through all phases of their business. She has acted as lead ABC counsel to a number of licensees in multi-state transactions, obtaining licenses in numerous jurisdictions and conducting nationwide research projects. She also defends licensees against allegations of misconduct and alcohol violations.

She is a second term elected member of the Board of Directors of Academy of Hospitality Industry Attorneys (AHIA). She is also a member of the National Association of Alcoholic Beverage Licensing Attorneys (NAABLA) and the National Association of Licensing Compliance Professional (NALCP).

She has published a number of articles about the alcohol industry and is a regular contributor to the Distiller magazine. She speaks frequently at national conventions about relevant issues in the alcohol industry.

Ms. Kula graduated with a B.S. from the University of Maryland and a J.D. from North Carolina Central University. In addition, Ms. Kula received her LL.M. in Taxation from the University of Florida.

Please visit http://www.steptoe-johnson.com for more information.

Ms. Kula can be contacted at +1 859-219-8222 or stacy.kula@steptoe-johnson.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.