Category Hospitality – Guest Services

This Security Tool Can Help When Emergency Strikes

With the advances in tech innovation and expansion, hotel consumers expect things like mobile room keys and mobile check in and out. We are all well aware that modernization makes the guest experience smoother. At the same time, the lack of engagement with staff means fewer chances for staff to pick up on critical red flags.  It is all-too-important that hotels have clear emergency plans now more than ever before. First and foremost, precise execution of the plans is crucial to savings the lives of employees and guests. Providing a streamlined way to equip first responders with detailed and up-to-date floor plans, clear emergency management documents, and guest information is key to accomplishing a well-orchestrated plan and saving lives...

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4 Steps to Make a Bad Online Review Work for You

Negative reviews are part of the game we play in the hotel industry. Just like anything else, you merely need to learn how the play the game, and play it well. If you take ownership and action, you can mitigate the financial and reputation impact of a negative review. National Law Review shares steps you can take to make a negative review work for you.

People who post a review on Google are now being notified after a business owner responds to the review, which should motivate business owners to respond to every review as a way to help build relationships with clients.

In fact, one of the best ways to take the sting out of a bad online review is to accept it as a challenge to remedy the reviewer’s dissatisfaction. You can do this by following these steps:

  1. Acknowledge the p...

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Appeals court says Four Seasons Hotel not to blame in guest’s fall on wet bathroom floor

A slip and fall can happen anywhere. In hotel and resorts, slip and falls occur often and more commonly in guest rooms as guests can slip on wet bathroom tiles. The circumstances surrounding the fall will determine whether the liability falls on the guest or the hotel. Although the case was appealed and heard by two separate justices, the facts in the case reveal the liability fell on the guest not the hotel this time. Cook County Record, Kyla Asbury, reports the important facts and what determined the outcome of this case.

An Illinois state appeals panel has upheld a Cook County judge’s decision that the Four Seasons in Chicago was not obligated to warn guests about a wet marble bathroom floor, saying the condition posed a danger that should have been open and obvious.

CHICAGO — An I...

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3 tips to avoid a hotel hack this travel season

Travel season is here, and the hotel industry remains a profitable target for hackers looking to sell personal identifiable information on the dark web. With the tremendous increase and steady stream of sensitive information across hotel networks, it is all-too-important that hotel operators establish a clear and secure information storage and disposal plan.  Hotel Management and Ann Nickolas-Shred-It, point out key elements to address to help you minimize risk.

Upwards of 88 million travelers are hitting the road this summer, and the risk of cyber attacks remains a concern for the entire hotel industry. Photo credit: Getty Images/ChakisAtelier

An anticipated 88 million Americans are planning to take family vacations this year, and there is no sign of travel slowing down, with 27 per...

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Four Tips for Becoming GDPR Compliant

GDPR is now in effect! Non-compliance is unacceptable around the world, not just in the EU. If you haven’t done so already, hoteliers need to get with the program and become compliant or risk very heavy fines which may just cost you your business. Confused or not sure which items you need to be concerned with, Lodging Magazine, Kate Hughes,  outlines four steps that will  help start the process.

Ciske van Oosten, senior manager of the global intelligence division at Verizon’s security assurance consulting practice, and John Barchie, senior fellow at Arrakis Consulting, offer the following tips for hoteliers looking to ensure their properties are GDPR-compliant.

Create a program.

“This applies to any program—hotels need to simplify the compliance workload by standardizing their p...

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How 
GDPR Privacy Rules Will Impact U.S. Hoteliers

The EU’s GDPR brings some serious changes in data privacy to all companies across the world who handle the data of EU consumers. If your company has an online presence, as simple as a website that can be accessed by any person in the world, then you need to be very familiar with compliance mandates surrounding GDPR. “Hotels must explain to guests what data they are capturing, why they are capturing it, and who will have access to it.” From hotels, to booking engines, and revenue management software, the regulations are very explicit and incorporate a trickle-down affect when it comes to liability. Hoteliers across the world need to be prepared! Lodging Magazine, Kate Hughes, outlines some major points of concern for hotels.

Nearly everyone in the United States is accustomed to t...

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Legal experts outline challenges for hotel industry

Rather than focus entirely on avoiding litigation, hotel employers need to change workplace culture by confronting guest and employee abuses that have plagued the industry for decades. It is not enough to write policies, employers must act consistently to enforce the policies and thoroughly train employees to be alert and mindful of guest and employee behaviors on the property. Follow through is key! Hotel employers will face some compelling issues this year. Hotel News Now, Bryan Wroten, report the challenges legal experts outlined at the recent Hospitality Law Conference in Houston.

Sexual harassment, exploitation and GDPR compliance took center stage during the first day of the Hospitality Law Conference, where legal and hotel industry experts addressed the current state of these i...

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9 Ways to Help Boost Hotel Security for Guests and Employees

Criminals view hotel vulnerabilities as opportunities making them a focus of fraud, assault, cybercrime and much more.  The result of this criminal behavior often causes revenue, reputation and guest loyalty loss to the hotel owner. Every hotel owner should ensure guest, employee and property safety by investing in top security and enhancing security programs and training regularly. Mountain Home News, Adam Richards, suggests 9 ways to boost your hotel security.

Hotels are high-traffic places where a lot of money transactions are made. These two things alone make them potential targets for all sorts of nefarious behavior, from vandalism to data theft. If you want to make sure that your hotel, or the hotel you manage, is safe, here are some ways you can boost its security.

1...

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Bed Bug Legal Opinion…What Must a Hotel Do to Protect Itself?

“The cheapest time to deal with bed bugs is before they are discovered by a guest.” Making a commitment to guest protection by enacting preventive pest management protocols such as inspection and protection procedures, will likely reduce your hotel liability. And…remember, if you have taken reasonable precautions, not all bed bug claims need to be settled or paid. Hotel Business, Jeffrey M. Lipman, Attorney, discusses protections hotels can take to alleviate liability.

Few if any states have actual bed bug laws that dictate the specific duties that a hotel must provide its guests to protect them from bed bugs. The lack of legislative enactments in a state’s code, however, should not be misinterpreted as lack of laws...

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“Hands Off, Pants On” When Guests Sexually Harass Your Hotel Employees

Initiated in many forms, harassment is a widespread problem for hotel workers across the nation. Ranging from jokes to propositions to assaults, approximately 95% of women working in the hospitality industry have experienced some kind of inappropriate advance from a male guest. While cities across the nation continue to take steps to address the inappropriate behavior, hotels themselves are also urged to take a stance against the abuses by clearly stating anti-harassment policies and providing a number of outlets for reporting an incident. Fisher Phillips attorneys provide key points employers should consider immediately to minimize legal liabilities.

In April 2016 survey of 400 Chicago-area women working at hotels, nearly 50 percent indicated that they have had a guest answer the doo...

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