Monthly Archives: November 2010

by | November 19, 2010 · 1:05 pm

Hotel Industry Legal Issues: Dept. Of Justice (DOJ), In Settlement Of A Complaint Against Hilton Hotels Over The “Americans With Disabilities Act” (ADA), Now Mandates That Hotel Owners Provide Required Number And Categories Of Accessible Rooms And Ability To Reserve Those Rooms Online

“…the settlement represents the first time the Department of Justice has required a franchisor to require all franchised or managed hotels that enter into a new franchise or management agreement, experience a change in ownership, or renew or extend a franchise agreement, to conduct a survey of its facilities and to certify that the hotel complies with the ADA…”

“..It is also the first time that an agreement under the ADA has specifically detailed how a hotel reservations system should be made accessible. The agreement also represents the first time that a hotel chain has been required to make its online reservations system accessible and to provide on its website current data about accessible features in guest rooms throughout the chain…”

Allegations in the department’s complaint include:

  • Failure to provide the required number of accessible rooms
  • Failure to disperse accessible rooms among the various categories of available accommodations
  • Failure to provide individuals with disabilities the ability to reserve accessible rooms through Hilton’s central reservations system on-line or by telephone
  • Failure to provide individuals with disabilities with the accessible sleeping accommodations that they reserved.

For more on the Justice Dept. Complaint and Findings:  http://www.justice.gov/opa/pr/2010/November/10-crt-1268.html

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by | November 18, 2010 · 6:06 pm

Hospitality Industry Profile: “Growth Of Loyalty Programs” Is Central To Hotel Websites Ability To Improve Brand

“The growth in loyalty program membership has had a more positive impact than many hospitality brands would have imagined in a mature market,” said Claude Guay, President and CEO of iPerceptions. “Loyalty programs have taken on a life of their own, not only stimulating visitor’s intent to return to the website, but in also keeping brands at the top of mind when making travel plans.”

Read more: http://www.sfgate.com/cgi-bin/article.cgi?f=/g/a/2010/11/18/prweb8007565.DTL#ixzz15gpY2Z5u

CLICK ON "HOSPITALITY" TO VIEW ENTIRE REPORT

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by | November 17, 2010 · 10:35 am

Hospitality Industry Guest Service Issues: Hotels Are Under Pressure To Deliver High-Speed, Cost-Effective Wireless To Guests Who Want To Access It Everywhere (Video)

[youtube=http://www.youtube.com/watch?v=kdGJ4uIIEp4]

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by | November 16, 2010 · 8:48 pm

Hospitality Industry Technology Issues: Hotel Management Needs To Integrate Mobile Technology Into Operations To Increase Productivity And Reduce Costs

“Hoteliers are looking to educate themselves and learn to better market to travelers on the go,” said Kim, whose study included dozens of directors and GMs. She found that hoteliers support using mobile technology to increase employee productivity and cost reduction.

Kim’s study also found that hoteliers expect a mobile device to be at least iPhone-sized with a touch screen and the ability to interface with a hotel’s property-management system.

Specific operational applications of technology included allowing engineers to remotely keep track of hotel systems, control energy use remotely and support employee multitasking while reminding them of pending tasks.

After Kim showed her survey, a panel discussion took place discussing the merits and limitations of hoteliers relying on mobile technology.

“Mobility is death by a thousand cuts,” said Alan Dabbiere of Airwatch, which manages guest wireless for more than ten thousand locations, referring to the complexity of upgrading a hotel’s infrastructure to utilize the latest mobile technology. “I think we have Steve Jobs to thank or blame for some of this. It wasn’t until he consumerized it and made it sexy, and now people are becoming very personal about their mobility.”

Sukhvinder Singh, VP of IT for Host Hotels, talked at length about the difficulties hoteliers face in updated outdated hotel infrastructure in hotels with older builds.

“There’s been a paradigm shift in hospitality–we lag behind in technology, we do walls twice and carpets four times before we do technology,” said Singh. “People should appreciate we are now looking at next wave of technology since hotels have not paid attention to infrastructure for last 20 years.

For more:  http://www.hotelworldnetwork.com/wireless/hoteliers-talk-infrastructure-upgrades-mobile-technology-seminar

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by | November 15, 2010 · 7:22 pm

Hotel Industry Security Risks: Department Of Homeland Security (DHS) Launches Initiative To Raise Hotel Employees Awareness Of Potential Terrorism

The American Hotel & Lodging Association (AH&LA) and the Department of Homeland Security (DHS) have joined forces on an initiative to encourage and educate lodging employees to recognize, report, and react to suspicious and crisis situations that occur on property. 

It is a simple and effective program to raise public awareness of indicators of terrorism, crime, and other threats, and emphasize the importance of employees reporting suspicious activity to their supervisors and in turn, security or law enforcement authorities. 

In May DHS launched their “If You See Something, Say Something” campaign, which was originally implemented by New York City’s Metropolitan Transportation Authority (MTA) and funded, in part, by $13 million from DHS’s Transit Security Grant Program.  It has since been customized and expanded for surface transportation (Amtrak), general aviation, several cities and states around the country, and now the lodging industry.  With the assistance of AH&LA’s Loss Prevention Committee, DHS has created public education materials for industry employees, including posters, table circulars and paystub inserts. 

Last month, AH&LA, via its Loss Prevention Committee, teamed with DHS to create a guide, video and threat assessment document specifically to help hoteliers plan and manage security at their facilities.  The Protective Measures Guide for the U.S. Lodging Industry provides an overview of threat, vulnerability, and protective measures designed to assist hotel owners and operators in planning and managing security at their facilities.  The No Reservations: Suspicious Behavior in Hotels video is designed to provide information to help hotel employees identify and report suspicious activities and threats in a timely manner.  The video is approximately 10 minutes in length and intended for use by all hotel employees. A Spanish version will be available in the near future.  All three items are available in the members only section of the AH&LA Website.

The American Hotel & Lodging Educational Institute (AHLEI) is working with the AH&LA Loss Prevention Committee, DHS, and other agencies to update its current security certifications and to develop new programs designed to provide hospitality security personnel and other employees with information on terrorism awareness and anti-terrorism preparedness.

For more:  http://www.hotelinteractive.com/article.aspx?articleid=18760

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by | November 13, 2010 · 6:43 pm

Hotel Industry Health And Safety Issues: New Ways To Eliminate “Bed Bug Infestations” Include “Baking” Hotel Rooms At Temperatures Of 130 Degrees”

If the pests are carried into a hotel, the company is prepared to bake them to death at 130 degrees or higher for two hours, a time and temperature that is overkill. Bedbugs die

State inspectors have the authority to shut down an establishment that poses an "imminent health hazard" involving fire, flood, sewage backup, rodent infestation, bed bug infestation or "any other condition that could endanger the health and safety of guests, employees and the general public."

after 20 minutes at 113 degrees, Dunkelberger said.

“… the company places heaters, fans and an air scrubber in the hotel room to warm the air, circulate it and eliminate impurities. Probes are used to determine the temperature in at least six areas of the room — under the carpet, between the mattresses and inside the credenza — until it reaches at least 130 degrees. Then, the room bakes for two hours.”

ISIS Hospitality, a local leader in the hotel industry, has found a new method for exterminating bedbugs: heat. The pests cannot stand it, which is why ISIS Hospitality is baking rooms in its six hotels to eliminate them.

Bedbugs are a persistent problem that plague everyone in the hospitality industry, and they did not skip over any hotel in the Black Hills, said Rich Dunkelberger, chief executive officer of ISIS Hospitality.

“Bedbugs don’t discriminate. They like Ritz-Carltons as much as they like Motel 6s,” said Dunkelberger, whose company started using the new method about two weeks ago. “We’re excited about this because we found something we know works and we’re doing it now.”

The company manages The Hotel Alex Johnson, AmericInn Lodge & Suites, Country Inn & Suites, Fairfield Inn & Suites and LaQuinta Inn & Suites in Rapid City, and Cadillac Jack’s Gaming Resort in Deadwood.

“We have no active infestations in any of our six motels,” Dunkelberger said.

If the pests are carried into a hotel, the company is prepared to bake them to death at 130 degrees or higher for two hours, a time and temperature that is overkill. Bedbugs die after 20 minutes at 113 degrees, Dunkelberger said.

Using the ThermaPure method, the company places heaters, fans and an air scrubber in the hotel room to warm the air, circulate it and eliminate impurities. Probes are used to determine the temperature in at least six areas of the room — under the carpet, between the mattresses and inside the credenza — until it reaches at least

130 degrees. Then, the room bakes for two hours.

“It turns into a super-heated convection oven,” said Bob Almond, director of maintenance for ISIS Hospitality. Almond attended a weeklong training session to learn the method.

Although it is beyond the kill stage temperature, the company keeps the room around 130 to 140 degrees to ensure the demise of the pests; higher temperatures cause damage to items in the room.

Almond and the maintenance crew are heating all rooms that were previously treated by other extermination methods in the past three years to ensure all bugs and eggs are dead, Dunkelberger said.

“Then, we can feel confident that we have sterile hotels,” Dunkelberger said.

The extermination method comes with a $70,000 price tag, which includes the equipment and the weeklong training course in California.

“I’m more than willing to make the investment. It’s well worth it so we can rest assured our guests are safe,” Dunkelberger said. “We’ve done everything we possibly can to kill the bedbugs. There is nothing else more that we could do. If there was, I’d do it, but there is nothing more we can do.”

For more:  http://www.bismarcktribune.com/news/state-and-regional/article_5f3347be-efa5-11df-baab-001cc4c03286.html

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by | November 10, 2010 · 8:34 pm

Hospitality Industry Business Risk Management: Hotel Owners Must Have “Business Interruption Insurance” In Place To Protect Property From Disasters And Unforeseen Events

A regular commercial property insurance policy covers only the physical damage to your business. What about the profits which could have been earned during this period? How to pay rent, employees’ salaries and other important payments while your business is being rebuilt? This would definitely result in substantial financial loss.

Business interruption insurance (also known as business income coverage) helps businesses in situations like this. Many businesses without the business income coverage, shut down their business operations after their business is completely shuttered due to some unforeseen event. It covers the loss of income and helps a business return to the financial position as it was in prior to the disaster.

Hence, a business in hospitality industry should understand the importance of business interruption insurance and should go for this insurance. Critical aspects of business interruption insurance Business owners from hospitality industry should be aware of some of the critical aspects of business interruption insurance. Here, we will take a look at some critical aspects of hotel business interruption coverage and understand why it is very useful for businesses in hospitality sector.

 Business interruption period:  The business interruption period is the length of period for which the benefits are payable under an insurance policy. This period is the most critical part of quantifying the business interruption loss. It covers a business from loss of income for a specified period till the damaged business property is repaired or reopened. Some hotels being aware of the losses that may persist even after repairs are done; opt for “extended period of indemnity”. As it may take some time for the hotel to regain bookings and rebuild market share.

Loss of rooms revenues:   The business in the hospitality or the lodging industry may suffer financial performance as two of its main functions, occupancy percentage and average daily rate (ADR) may get affected. In simpler terms, a hotel damaged by a hurricane or fire or stuck in a deep local recession will not be able to generate any revenues because of closed rooms, especially in hotels and lodges. Business interruption insurance compensates you for lost income due to loss of rooms. It covers the profits you would have earned, based on your financial records.

Other lost revenues: Revenues from food and beverage, conferences, golf, spa, etc., can constitute a significant portion of a hotel’s income. When a business is interrupted, not only revenues through rooms are affected, some or all of these sources of income are typically interrupted. The business interruption insurance covers all the profits that would have been earned.

Ordinary payroll: Even if the business activities are temporarily stalled, operating expenses, and other costs such as rent, electricity bill, taxes, interest payable on bank loans, payroll costs etc., cannot be ignored. The business still needs to retain some employees such as accountants, front office executives etc. The business owner needs to pay salaries to them. In this kind of situations business interruption insurance is very helpful as ordinary payroll coverage is a common endorsement in many policies.

Extra expenses:  Business interruption policies generally allow an insured hotel to claim extra expenses incurred during the period of indemnity. It reimburses for reasonable expenses that allow the business to continue operation while the property is being rebuilt. Some policies also cover the extra costs required for moving the business to a different (temporary) location.

Business interruption insurance is one of the most important insurance policies that help in minimizing the adverse consequences of some unwanted events for the businesses in the hospitality industry. A well-thought out risk strategy by hotel owners or operators can make a significant difference at the most crucial times.

For more:   http://www.infobarrel.com/Know_About_Business_Interruption_Insurance_in_Hospitality_Industry

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by | November 9, 2010 · 6:49 pm

Hotel Industry Employee Injury Risk Management: Housekeepers File “Multicity Injury Complaint” That Demands Hotel Management Use “Fitted Sheets”, “Long-Handled Mops And Dusters” And Lower Room Quotas To Reduce Injuries

The complaints recommend the hotels:

  • use fitted sheets to reduce the number of times that women must lift 100-plus pound mattresses;
  • long-handled mops and dusters, so workers do not have to get down on their hands and knees to clean the floors or climb bathtubs to reach high surfaces;
  • and what the union considers to be “reasonable” room quotas.

Housekeepers at the Hyatt Regency Waikiki Beach Resort and Spa joined with their mainland counterparts to file the first multicity injury complaint against the hotel operator with the U.S. Department of Labor Occupational Safety and Health Administration.

In addition to Honolulu, complaints were filed by workers at a dozen Hyatt properties in San Antonio; Chicago; San Francisco; Santa Clara, Calif.; Los Angeles; Long Beach, Calif.; and Indianapolis. Those properties employ more than 3,500 workers, according to Unite Here Local 5, the hotel workers union.

Some Hyatt properties require room attendants to clean as many as 30 rooms a day, nearly double the industry standard, according to the union. Housekeeping duties include heavy lifting of beds, linens and other work that can strain the body.

For more:  http://www.staradvertiser.com/business/businessbriefs/20101110_Business_Briefs.html

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by | November 8, 2010 · 5:56 am

Hotel Industry Guest Security Management: Hotel In Sweden Launches First Pilot Of Mobile Phone-Enabled “Keyless Entry And Check-In/Check-Out” Technology Using “Near Field Communication (NFC)” (Video)

[youtube=http://www.youtube.com/watch?v=YqeCNEvs4Xg&feature=player_embedded]

 NFC, Near Field Communication, is a short-range wireless communication technology standard that enables the exchange of data between devices over up to a 10 cm distance. Applications include contactless transactions such as payment and transit ticketing, keys, data transfers including electronic business cards, and access to online digital content.

A world’s first pilot is starting at the Clarion Hotel Stockholm in Sweden. ASSA ABLOY, Choice Hotels Scandinavia, TeliaSonera, VingCard Elsafe and Venyon, a fully owned subsidiary of Giesecke & Devrient, have joined forces to replace hotel room keys with NFC-enabled mobile phones. The technology makes it possible for hotel guests to check-in and out using their mobile phones. 

The goal of the pilot is to get feedback from guests and employees using the NFC phones for a variety of services. Guests will be able to check in to the hotel and receive the hotel room key directly onto their mobile phones before arriving at the hotel. Guests can also access other services via their mobile, and on departure, the check-out process using the phone promises to be easy and stress-free.

The technology also increases security. If a mobile phone is lost, the access credentials can be revoked remotely and then reissued. This makes it impossible for unauthorized people to use a lost or stolen NFC mobile phone.

For more:  http://www.hoteltechresource.com/article49844.html

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by | November 7, 2010 · 10:45 am

Hotel Industry Health And Safety Issues: Bedbug Infestations Eradication Efforts Are Complicated And Expensive (Video)

[youtube=http://www.youtube.com/watch?v=zA8z4IVEG-0]

They are not even five millimeters long and cannot fly or jump. Yet bedbugs strike fear in homeowners and business owners. Well, not all business owners. Some see money in these little bloodsuckers.

Missy Henriksen speaks for the National Pest Management Association. She says they are now seeing bedbugs in unusual places: schools and hospitals, store and movie theaters. So, as the numbers have grown, those bed bugs are spreading out and traveling along with people. New York and other cities have outbreaks. But the United States is not the only country affected. Jeff White is an insect expert who hosts Bed Bug TV on the website BedBug Central. He says the lack of public awareness has caused this rapid expansion of bedbug infestations. Mr. White says bedbugs nearly disappeared from the United States for fifty or sixty years. Now researchers are looking for faster, safer ways to control them without the kinds of poisons used in the past. The name is misleading. Bedbugs do not just live in beds. Mr. White says they can survive for a year without food — that is, blood. In September, an industry event called BedBug University’s North American Summit 2010 took place near Chicago, Illinois. More than three hundred sixty people attended the two-day meeting.The industry says bedbugs are the most difficult pest to control. Treatments can cost from several hundred dollars to thousands of dollars in a hotel or apartment building.

Missy Henriksen says Americans spent almost two hundred sixty million dollars on bedbug treatments last year. That was only five percent of total spending on pest control but that number does not include other costs. She says the total economic effect is much greater. Businesses that have bedbugs often must close to solve the problem. Bedbugs have not been shown to spread disease. But they can leave itchy bite marks and cause allergic reactions in some people. Lately, however, another bug has caught America’s attention. The National Pest Management Association is now getting the most questions about stink bugs. Outbreaks have invaded homes and offices in many states. Stink bugs are harmless except to farms and gardens. And they smell bad only if you smash them.

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