Editorial Board   Guest Author

Mr. Soloway

Todd Soloway

Partner, Pryor Cashman LLP

Todd Soloway is a partner at Pryor Cashman, a full-service law firm of more than 170 attorneys with offices in New York City and Los Angeles, where he heads the Hotel + Hospitality and Real Estate Litigation Groups.

A trusted advisor to leaders in the hospitality industry, as well as private equity firms, real estate investment trusts (REITs), property owners and developers, Mr. Soloway has successfully litigated some of the most high-profile cases involving hotel management and franchise agreements, real estate finance and development, complex foreclosures, receiverships and workouts, and commercial landlord-tenant disputes.

Mr. Soloway is consistently recognized as one of the country's leading hospitality attorneys by Best Lawyers, Super Lawyers and other organizations. He writes a regular column on legal trends impacting the hospitality and real estate sectors in The New York Law Journal, contributes to industry publications including Hotel Business Magazine, Private Equity Real Estate and Crain's, and received a Burton Award for Legal Achievement for his writings on the use of indefinite terms in real estate contracts.

Mr. Soloway is also a recurring speaker at New York University's International Hospitality Conference.

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

Mr. Soloway can be contacted at +1 212-421-4100 or tsoloway@pryorcashman.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.