Editorial Board   Guest Author

Mr. Cohen

Steve Cohen

Chief Executive Officer, LMS, Inc.

Steve Cohen is the founder of LMS, Inc., acting as CEO and President since 1994. Over the last 4 years, he has led the company through a time of exponential growth, resulting in LMS being recognized as one of the fastest-growing companies in the United States, as mentioned on the Inc. 5000 list of America's Fastest-Growing Private Companies.

Mr. Cohen most recently founded a subsidiary brand to LMS, Guest Experience Maximization (GEM), a brand that supports the travel, tourism and hospitality industry. His success stems from his passion to embrace new opportunities and his penchant for innovating personalization technologies that have significantly improved customer engagement and experiential transactions.

Mr. Cohen has over 30 years of experience in consumer and hospitality industries, including 10 years at The Walt Disney Company. This experience prepared him to lead a data-driven consulting firm focused on enhancing the customer journey.

Together with his team of innovators, Mr. Cohen forms game-changing strategies and assist brands in gaining market share, improving brand equity and brand loyalty. They work together to advance new proprietary tools to benefit their nationally-recognized partners in the travel, tourism, hospitality, health, gaming, and service-driven industries.

Mr. Cohen is an avid industry authority who has had the opportunity to work with game-changers in the experience industry and continues to contribute to the landscape of experience innovation by offering first-hand expertise to his industry-leading partners. He most recently spoke at the Florida Restaurant and Lodging Show about delivering and establishing the optimal customer experience.

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

Mr. Cohen can be contacted at +1 407-352-2007 or scohen@lmsonline.com

Coming up in December 2020...

Hotel Law: Protecting Guest Privacy

Every business is obligated to protect their customers from identity theft but unfortunately, data breaches have become all too common. In an effort to protect a guest's right to privacy and to safeguard their personal data, the European Union passed a General Data Protection Regulation (GDPR) that could hold hotels legally liable for any breaches that expose a customer's sensitive personal information. Though the GDPR only pertains to EU citizens' data, any international business that mishandles their data can be legally responsible. Another legal issue of concern is the fight involving hotel "resort fees." Several states attorney generals have recently filed suit against two major hotel chains in an effort to litigate this practice. Their suit alleges that these companies are "engaged in deceptive and misleading pricing practices and their failure to disclose fees is in violation of consumer protection laws." The suit seeks to force the hotel chains to advertise the true price of their hotel rooms. There are several other legal issues that the industry is being forced to address. Sexual harassment prevention in the workplace is still top of mind for hotel employers-particularly in New York and California, which now statutorily require harassment training. Hotels and motels in California will also soon be required to train all their employees on human trafficking awareness. Immigration issues are also of major concern to hotel employers, especially in the midst of a severe labor shortage. The government is issuing fewer H2B visas for low-skilled workers, as well as J-1 visas for temporary workers. Though there is little hope for any comprehensive immigration reform, hotel lobbying groups are actively seeking legal remedies to alleviate this problem. These are just a few of the critical issues that the December issue of the Hotel Business Review will examine in the area of hotel law. 


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