Editorial Board   

Mr. Haley

Victor P. Haley

Partner, Sutherland, Asbill & Brennan LLP

Victor P. Haley is a Partner at the Atlanta office of law firm Sutherland, Asbill & Brennan LLP. Victor practices in the hospitality, golf course and resort area. Victor regularly represents large hotel operators and hotel owners in connection with hotel acquisitions, dispositions and development throughout the Americas and the Caribbean. He has recently represented InterContinental Hotels Group in connection with its investment in the Cayo Largo Resort development in eastern Puerto Rico, its acquisition of the former Ritz-Carlton on Central Park South in New York and its acquisition of the historic Stephen F. Austin Hotel. In addition, Victor has assisted InterContinental Hotels Group in the development of new hotels and resorts in Miami, Minneapolis and Puerto Rico and has extensive experience in negotiating hotel operating agreements both for hotel owners and operators. He is a member of the Urban Land Institute and regularly speaks at legal education and industry forums on hotel acquisitions, development and operating issues.

Mr. Haley can be contacted at 404-853-8302 or victor.haley@sablaw.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.