Editorial Board   Guest Author

Ms. Loupee

Emily Loupee

Area Senior Vice President - Real Estate & Hospitality, Gallagher & Co.

Emily Loupee joined Gallagher & Co. in October of 2008 as an Account Executive in the Glendale office. She is part of a team of 20 professionals and is responsible for servicing existing accounts, developing new business accounts, and supervising Account Managers and Account Assistants. Ms. Loupee specializes in placing Professional and Management Liability for the Real Estate industry.

Ms. Loupee is the Co-National Director for the Real Estate Practice for Management and Professional Liability and operates as a knowledge resource for the country for both clients and other Gallagher brokers. She leads the placements for Management and Professional Liability policies for public and privately-held companies, with expertise in negotiating policy language, structuring complex programs and tailoring policies to fit each client. She helped craft and launch the Gallagher Real Pro Plus product geared toward providing comprehensive, real estate specific Management and Professional Liability for real estate companies.

Ms. Loupee is also the national Subject Matter Expert for Employment Practices Liability Insurance for the practice, and is responsible for leading the practice in EPL expertise, trends and issues. She authors several Market Condition reports and whitepapers each year on EPL trends and topics.

Ms. Loupee specializes in program design and coverage analysis for Management Liability, including Directors and Officers Liability, Cyber Liability, Employment Practices Liability, Fiduciary Liability, Crime Coverage, Kidnap & Ransom and Errors and Omissions Liability Coverage. Ms. Loupee has experience broking for Fortune 100 companies as well as middle market companies and private companies. She has experience drafting policy language and performing detailed coverage comparisons and negotiating complex programs with over thirty insurance companies in the United States, Europe and Bermuda.

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

Ms. Loupee can be contacted at 818-539-2300 or emily_loupee@ajg.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.