Editorial Board   

Mr. Rush

Rob Rush

CEO, LRA Worldwide

Rob Rush is President & CEO of LRA Worldwide, Inc. a leading consulting and research company that specializes in Customer Experience Management (CEM). Rob co-founded the company two decades ago, and has helped grow it to its position as a leader in CEM consulting. Based outside of Philadelphia, LRA relies on an integrated suite of services designed to help organizations measure and improve service quality, employee performance, customer satisfaction, retention and profitability. LRA's service offerings include customer experience strategy and design, customer and employee research, the design and development of corporate standards and practices, customer service training, and quality assurance. LRA has deep sector expertise in the hospitality, leisure, sports, entertainment, and travel industries, and is exploring emerging sectors such as automotive, financial services, and healthcare. Clients include the PGA TOUR, Six Flags, Churchill Downs, Starwood Hotels & Resorts, MGM Mirage, Hyatt Hotels, the ARAMARK Corporation, NetJets and Quest Diagnostics. Rob is active in the American Hotel & Lodging Association and was recently interviewed by editors of The Wall Street Transcript for its CEO Spotlight Series. In addition to serving on the Hospitality Forum Editorial Board, Rob is a frequent contributor to leading marketing and industry trade publications such as Brandweek, Golf Magazine, CRM Magazine, US Banker, Resort & Recreation and Casino Journal. Recently, Rob was a featured speaker at the North American Conference on Customer Management, the National Institute of Golf Management and InfoShare 2005. Mr. Rush is a graduate of Cornell University. You can visit the LRA website at www.lraworldwide.com

Mr. Rush can be contacted at 215-449-0301 or rob.rush@lraworldwide.com

Coming up in September 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.