Category Hospitality – Guest Services

Las Vegas shooting underscores hotel security shortfalls

There is no way to eradicate security risks in a free society, but they can be mitigated with preventative measures. Hotels are one of a handful of destinations in the United States where large numbers of people gather; some with multiple points of entry and exit and without any form of preventative screening. Although guest experience and hotel security can be tricky, hotel operators need to utilize every resource available to prevent risk while still giving the guest the experience they expect. In lieu of the Las Vegas shooting, all hotel operators need to realize the importance of training every staff member to be part of their safety and security program. Hotel Management, Elliot Mest, discusses hotel security

Travelers are not fond of airport security, but could something similar b...
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How Hotel Owners Can Fight Back Against Chargebacks

Targets of “friendly fraud”, the hotel industry has lost millions of dollars each year in avoidable losses. It is no secret that the hospitality industry has a notably high ratio of chargebacks when compared to other sectors, 80% of them related to friendly fraud and impacting their bottom line. Hospitality Net, Robert Harrow, recommends fighting back using the tips below.

Chargebacks can be quite costly. When a customer reverses a charge on their card, not only are you slapped with a $25 fee but you may have also lost revenue for a particular room if no one else books it in time. If your property becomes a hotspot for fraud-related chargebacks, you may even run the risk of losing the privilege of accepting card payments.

According to Kirsten Rebello, a chargeback manager for Cha...

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ADA In The Digital Age: Federal Court Strikes Down Inaccessible Website

If you haven’t already, add website accessibility to the growing list of unintended consequences of the ADA. Evolving definitions of what constitutes a physical or mental disability, senseless mandates, hefty compliance costs for business owners and waves of abusive litigation that have developed under ADA have proven that enforcement of the law is nothing more than a disaster that has lined the pockets of a small number of opportunist lawyers and their clients.

Clear rules for applying the ADA to websites have yet to be established leaving the door open for interpretation by the courts...

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Chicago woman found dead in hotel’s walk-in freezer

Although rare, they are also tragic! Nobody should ever go through the pain of freezing to death. The death of this young woman is a stark reminder of how important it is for businesses to develop safety procedures and training surrounding walk-in freezers, and just as important, that businesses limit access to them. Hoteliers you must set the standards with your staff and be attentive to ensure that the guidelines are fully respected and followed. Fox News reports the recent incident that brought complete devastation to the family of a guest, the victim.

The woman was discovered in a freezer at Crowne Plaza Chicago O’Hare Hotel & Conference Center.

A Chicago woman was found dead in a hotel walk-in freezer Sunday, just hours after she was reported missing from a party at the venue, ...

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Union-backed hotel safety ordinance poses danger to Long Beach: Guest commentary

The City of Long Beach, following behind Seattle, is set to impose multiple worker safety requirements on hotels. The City of Long Beach ordinance would affect hotels with 100 rooms or more and limit housekeeper workloads to cleaning 4,000 square feet per day. Although it provides for other safety features as well, many hotels in the area have already implemented panic buttons for housekeepers, which the bill is also including. The measure would inflict hoteliers with needless cost that may ultimately hurt the workers and blacklist guests. The ordinance will be heard by council Tuesday, September 19, 2017. Press-Telegram, Sandy Cajas, outlines the key points surrounding the ordinance.

A 2015 file photo shows a person in Long Beach walking past protest signs created by UNITE HERE...
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Hoteliers Weigh in on Hurricane Irma: ‘It’s Time to Hunker Down’

Destroying entire islands in the Atlantic already, Hurricane Irma continues her destructive path towards Florida and Georgia; expected to make landfall in those areas Sunday morning. There is much hotel operators can do to prepare for the storm now. The key to hurricane safety is to prepare, be ready, and act once you’ve been alerted by emergency officials. Hotel Business, Corris Little, outlines important steps some hoteliers are taking to prepare for Irma.

NATIONAL REPORT—Just as the waters are beginning to recede in Texas after Hurricane Harvey touched down and caused catastrophic damage to the area, hoteliers in the path of Hurricane Irma are making preparations as the Category 5 storm threatens to make landfall in the Caribbean and several counties in South Florida.

Miami-Dad...

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Texas hotels lower rates to help Hurricane Harvey evacuees

Severe widespread storms can have a detrimental impact on the lives of millions. Because of their ability to provide shelter for those displaced by the crisis, hotels have an extraordinary opportunity to potentially benefit disaster areas. If the social aspect of your organization is managed well, it could be a great opportunity to build your fan base as well. Strong Communication and great customer service are two core elements that can impact your image and budget during such devastation.  Kindness goes a long way! Extending superb hospitality, many hoteliers have stepped up to the plate lending a helping hand to the victims of Hurricane Harvey with reduced room rates, relaxed cancellation policies and more. Hotel Management, Jena Tesse Fox, reports.

The La Cantera Resort & Spa offer...
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Russia’s ‘Fancy Bear’ hackers target hotel guests

Just one more reason to ensure the Wi-Fi linked to your hotel property is secure with layers of protections and free from intrusions; Russian hackers have begun to use the leaked NSA hacking tool, EternalBlue, to expand their control of hotel networks across the globe. Once the hackers secure control of the hotels’ Wi-Fi, they are silently intercepting usernames, passwords, and much more from corporate and guests’ networks. With the use of EternalBlue, it is difficult to determine the individual targets of the hackers. Hotel Management, Esther Hertzfled, guides you through the operation.

FireEye warns travelers to be aware of the threat when visiting hotels in other countries, and to take steps to secure their systems.

Networking security website FireEye discovered a malicious do...

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New Jersey police officer and veteran hotel employee help save 2-year-old from drowning at Clearwater Beach hotel pool

Nothing is worse than a vacation gone wrong because of an injury or medical emergency.  It is not every day that trained medical professional is staying at your hotel.  Overcome the gap of reaching professional medical help by requiring CPR and first aid training for every employee.  Not only is CPR and first aid training a means to save a life, it is also an asset to you organization.  An employee who can administer CPR and first aid swiftly and professionally could mean the difference between saving a life and a financial disaster. A recent incident at the Sheraton Sand Key Resort is a stark reminder about just how important it is to train your employees properly and routinely. Tampa Bay Times, Melissa Gomez, shares the event.

CLEARWATER — A veteran hotel employee and New Jersey...

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The hospitality industry’s lurking liability

Sex trafficking is everywhere! Are you doing enough to fight sex trafficking on your property? Are your employees turning a blind eye while girls and women are being imprisoned and forced into sex? Branded or unbranded, luxurious or economical, you may be the next hotel pulled into litigation surrounding activities taking place on your properties. As states across the country enact new or proposed law seeking to hold hotels directly liable for sex trafficking on their properties, hotel operators must act to prevent the crimes. Employees must be trained and alert to the activities taking place on your properties. Business Insurance, Louise Esola, discusses the growing allegations and concerns surrounding the matter.

The hospitality industry must rethink its approach to service, privac...

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