Editorial Board   

Mr. Brown

Dan Brown

Partner, Sheppard Mullin Richter & Hampton LLP

Daniel Brown is a Partner in the Antitrust practice group and Hospitality group at Sheppard Mullin Richter & Hampton LLP. He is located in the firm's New York office. Mr. Brown regularly counsels clients in high stakes, complex, commercial litigations and arbitrations in the areas of contract, hospitality, antitrust, fraud, fiduciary duties, banking, employment, and discrimination. Mr. Brown has frequently appeared in federal and state courts in New York and in other jurisdictions pro hac vice, and has successfully argued cases before the Appellate Division, First Department, and Second Circuit Court of Appeals. He successfully argued an appeal before the Second Circuit Court of Appeals in Blue Tree Hotels Investment Canada) Ltd. v. Starwood Hotels & Resorts Worldwide, Inc., 369 F.3d 212 (2d Cir. 2004), which resulted in the dismissal of alleged antitrust violations against the defendants arising from purported violations of the Robinson-Patman Act. Mr. Brown was lead counsel for Plaintiffs in Hall v. New York Roadrunners Club, 99-Civ.-4122 (E.D.N.Y.), a lawsuit brought under the Americans With Disabilities Act in connection with the running of the New York City Marathon. The historic settlement of that lawsuit included equal treatment for wheelchair athletes in the largest spectator event in the world. Mr. Brown has made significant contributions to cases that have been reported in the New York Law Journal, New York Times, and Wall Street Journal. Mr. Brown has also appeared on CNN, NBC and Court TV. Mr. Brown has presented at hospitality and other Continuing Legal Education conferences. He was previously a partner in the law firm of Bickel & Brewer.

Mr. Brown can be contacted at 212-332-3879 or dlbrown@sheppardmullin.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.