Monthly Archives: January 2011

by | January 21, 2011 · 4:50 am

Hospitality Industry Legal Risks: Hotels Are Considered "Public Accomodations" And Must Provide "Auxiliary Aids And Services" To Visually-Impaired, Deaf And "Hard Of Hearing Guests" In Conference Facilities

“…public accommodations must ensure that no individual with a disability may be “treated differently than other individuals because of the absence of auxiliary aids and services.”

  • Included as examples of “auxiliary aids and services” are closed caption, rear-window captioning and open captioning for individuals who are deaf and hard of hearing.
  • With the advances in technology, it is argued that at least one form of captioning is now required in virtually all hotel rooms, meeting rooms, bars, restaurants, and other accommodations with televised services. 
  • Nearly all television sets built since 1993 with screens of 13 inches or more that are sold in the United States have closed captioning embedded in the television set. The closed captioning becomes visible when you use a special decoder, either as a separate box or built into the television set

If your hotel meeting and conference facilities appeal to a broad range of groups or organizations, which include disabled individuals (as nearly all do), are you providing auxiliary aids and services for visually impaired, deaf and hard of hearing guests? 

  • Have you implemented plans to protect yourself from this type of “new frontier” ADA litigation?
  • Have you had an “ADA audit” done by an expert team looking to protect your interests? 
  • Have you taken action to stay on top of the technology for hearing and sight impaired guests/conference attendees? 
  • Have you specifically investigated your hotel’s needs to provide auxiliary aids and services? 
  • Do you have written policies and procedures for providing auxiliary aids and services to guests/conference attendees? 
  • Do you have written policies and procedures for training staff on the need for and use of auxiliary aids and services for disabled guests/conference attendees? 
  • Do you have the necessary auxiliary aids and services on site? Are there aids and services available from sister properties if you run short? 
  • Do you have policies in place for testing auxiliary aids and services to be sure they are working and properly maintained? 
  • Do you have plans to investigate and purchase the latest in closed captioned technology?

    • For more:  http://hotellaw.jmbm.com/2011/01/hotel_ada_defense_conference_centers_and__group_hotels.html

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    by | January 20, 2011 · 9:02 am

    Hospitality Industry Technology: "Technology-Driven Hotels" That Protect Guest Data Privacy And Invest In Low-Tech Upgrades That Guests "Don't Necessarily Have At Home" Will Increase Approval Ratings With Online Booking Sites

    For more:  http://www.hospitalitynet.org/file/152004480.pdf

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    by | January 19, 2011 · 2:41 pm

    Hotel Industry "Green Issues": California Hotel Earns Top Environmental Designation Through "Recycling, Energy Efficiency And Conservation Management"

     Recently designated one of California’s top “green hotels” by the California Department of General Services, the Hyatt Regency Mission Bay Spa and Marina has also been awarded the program’s “Leadership Level” status for its continued commitment to sustainability and conservation practices.

    “We are very proud to be leading the way in the hospitality industry to reduce waste, save energy and water and help conserve our beautiful state’s valuable resources,” said Alex Willow, Director of Sales at the Hyatt Regency Mission Bay.  “Our hotel’s environmentally-friendly initiatives like the eco-friendly Blue Marble Spa and ‘Meet and Be Green’ program are just a few of the ways in which we continue to do whatever we can to help keep California green.”

    California’s Department of General Services Statewide Green Lodging Travel program encourages state and local government travelers to seek out and give preference to certified “green” hotels.  To achieve the status of “Leadership Level,” the highest level of the state’s green lodging program, hotels must meet all of the following seven criteria:

    • Waste minimization
    • Reuse/recycling
    • Energy Efficiency
    • Conservation and management
    • Waste management
    • Freshwater resource management
    • Hazardous materials management
    • Environmentally and socially sensitive purchasing policies

    Other ways in which the Hyatt Regency Mission Bay has demonstrated its commitment to being more kind to the environment include its Meet and Be Green program.  It requires meeting planners and attendees to “go green” during their meeting, such as sourcing products with 100 percent recycled content, finding local suppliers, and maximizing efforts to reduce waste to create a meeting experience that exceeds expectations and helps the environment at the same time.

    For more:  http://www.hotelinteractive.com/article.aspx?articleid=19395

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    by | January 18, 2011 · 8:44 am

    Hospitality Industry Fire Risks: Hotel And Motel Fires Can Be Mitigated By "Fire Safe" Training And Inspections That Insure Operational Smoke Alarms And Sprinkler Systems

    [youtube=http://www.youtube.com/watch?v=5HkRb3f8-C8]

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    by | January 17, 2011 · 3:00 pm

    Hospitality Industry Technologies: Surveys Show Hotel Guests Will Want "Self-Service And Kiosk Check-In" Options

     “…A survey found 70 per cent of airline passengers want more self-service options through internet, kiosk and mobile phone applications…”

    “While online booking and check-in are nearing their full potential, there is now clear demand from the travelling public for self-service..”

    http://www.smh.com.au/travel/traveller-tips/hot-tickets-for-the-year-ahead-20110117-19tld.html

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    by | January 14, 2011 · 12:34 pm

    P3 Hospitality Risk Update: Hotel "Fire Alarm Pranks" (Video)

    [youtube=http://www.youtube.com/watch?v=Ejj95mIBwU0]

    Petra Risk Solutions’ Director of Risk Management, Todd Seiders, offers a P3 Hospitality Risk Update – ‘Fire Alarm Pranks’. 

     P3 ( Petra Plus Process) is the Risk Management Division of Petra Risk Solutions – America ’s largest independent insurance brokerage devoted exclusively to the hospitality marketplace.

     For more information on Petra and P3 visit petrarisksolutions.com or call 800.466.8951.

     

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    by | January 13, 2011 · 6:30 am

    Hospitality Industry Risks: Hotel And Restaurant Owners And Management Must Have Emergency Plans And Insurance In Place To Manage Crisis

    Hotel owners and management must be able to deal with catastrophic events and know the answers to the following:

    1. How quickly could you restart?
    2. Would insurance provide money for next week’s rent and wages?
    3. What would the bank say?

    Massive floods are one thing, but what if a neighbouring building caught fire or your kitchen burst into flames? Start your managers and staff thinking through the issues, while they’re still in the headlines…

    • Check Data Backup Systems: are they all onsite or are copies of data, systems and staff records kept elsewhere? Is the safe fireproof or just a box with a key? Online backup systems like Carbonite work well, and data storage is very cheap – but you need to start it happening!
    • Is the Insurance cover complete? Would it cover a situation like the current floods? Does it cover intangible items as well as equipment? What about loss of profits and staff wages while rebuilding happens?
    • Are Staff trained for fire and first-aid emergencies? This is the type of training that’s usually regarded as ‘nice to have’ rather than essential. Do they know how to handle a fat or an electrical fire? What about an elderly customer who faints or collapses? Or flood waters coming near electrical connections?
    • How will you keep Customers & Staff informed? It’s more effective if your email newsletter or SMS alerts are already part of their world, then you can really keep their loyalty active. Your Facebook Page and Twitter updates will also reach many others…
    • Have a Crisis Management Plan, designed to cover the many risky situations where you depend on only one alternative: eg only one staff member who’s qualified with first aid, one chef who knows how to cook the favourite dessert, one key for the liquor store, or one computer with all the staff records.
    • Crisis Management Downloads: ready to use (and edit) Safety Manual and Rules, Maintenance Logbook, Cleaning Rosters (greasy dirt is a big cause of kitchen fires) and a raft of other systems designed to keep your business organised and safe.

    For more:   http://www.hotelnewsresource.com/article51387.html

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    by | January 12, 2011 · 8:03 am

    Hospitality Industry Health Risks: Surveys On "Bed Bug Infestations" Show Most People Feel Infestations Are Increasing And "Transmit Disease"

     

    Bed Beg infestations at hotels can result in guilty verdicts against hotel owners if conscious and deliberate behavior led to infestations going untreated.

    One out of five Americans has had a bed bug infestation in their home or knows someone who has encountered bed bugs at home or in a hotel according to a new survey released by the National Pest Management Association (NPMA).

     

     

    • Americans who have encountered bed bugs tend to be younger, live in urban areas and rent their homes. The incidence of bed bugs is three times higher in urban areas than in rural areas due to factors such as larger population size, apartment living and increased mobility, which are conducive to the rapid spread and breeding of bed bugs.
    • Bed bugs are found in all 50 states. Specifically, the pests were encountered by 17 percent of respondents in the Northeast; 20 percent in the Midwest; 20 percent in the South; and 19 percent in the West.
    • Most Americans are concerned about bed bugs and believe that infestations in the United States are increasing. Nearly 80 percent are most concerned about encountering bed bugs at hotels; 52 percent on public transportation; 49 percent in movie theaters; 44 percent in retail stores; 40 percent in medical facilities; 36 percent in their own homes; and 32 percent equally pointed to places of employment and friends’ homes. The fear of getting bitten topped the list of concerns.
    • As the public’s awareness of the bed bug resurgence grows, many Americans are modifying their behaviors to minimize their risk of an infestation: 27 percent have inspected or washed clothing upon returning from a trip; 25 percent have checked a hotel room for bed bugs; 17 percent have inspected or vacuumed a suitcase upon returning from a trip and 12 percent have altered or canceled travel plans because of concern about bed bugs.
    • 16 percent inspected second-hand furniture they have brought into their homes; 15 percent have checked dressing rooms when trying on clothing and 29 percent have washed new clothing immediately upon bringing it home from a store.
    • Of the 13 percent of respondents who said they knew someone who had a bed bug infestation in their home, 40 percent said they avoided entering the infested home and 33 percent discouraged those who had the infestation from entering their own home.
    • Despite the availability of information, most Americans still have misconceptions about bed bugs. Nearly half of respondents incorrectly believe that bed bugs transmit disease. However, research conducted to date has shown that bed bugs do not transmit disease to their human victims, although some people may experience itchy, red welts; 29 percent inaccurately believe bed bugs are more common among lower income households, and 37 percent believe bed bugs are attracted to dirty homes. Bed bugs do not discriminate in regard to household income and are found in both sanitary and unsanitary conditions.

    For more:  http://www.hotelnewsresource.com/article51366.html

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    by | January 10, 2011 · 10:17 am

    Hotel Industry Theft Risks: Hotel Management Must Make Valet Parking Areas Secure From Thieves Who Hide In Vehicles

    Police said a casino surveillance video shows a man handing his Hummer over to the valet. The valet parked the Hummer in the casino’s secured lot without knowing there were three men hiding inside the vehicle. The men had access to all the cars parked in the lot, police said.

     Three Cadillac Escalades were stolen from a secured valet parking lot Saturday at Detroit’s MGM Casino Hotel, police said. The video shows the men stealing the Escalades.

    When hotel customers asked the valet employees to retrieve their vehicles, the drivers were puzzled to find that the Escalades had disappeared from the parking lot. It may sound like a clever crime, but this same type of theft was acted out in an episode of the TV show “Las Vegas.” The episode was re-run last week. The men could have been copying the fictional thieves.

    For more:  http://www.clickondetroit.com/news/26439694/detail.html#

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    by | January 7, 2011 · 11:00 am

    Hotel Industry Health And Safety Risk: San Francisco Hotel Guests Are Exposed To "Carbon Monoxide" That May Have Come From Outside Through Air Intake System

    Fire officials believe the cause of the flu-like symptoms is carbon monoxide after measuring high levels of the potentially deadly gas, a San Francisco Fire Department spokeswoman said.

    “The hotel staff promptly contacted the fire department to assess the situation and assist with transporting the guests to area hospitals for treatment,” Singer said.

    Investigators discovered that the air intake for the hotel is on the Stevenson Street side of the building so it draws air in from the outside, Talmadge said. “They’re thinking the carbon monoxide might have come from outside through their intake system.”

    Four guests at the San Francisco Marriott Marquis fell ill late Thursday after being exposed to carbon monoxide in their downtown hotel rooms, authorities said. The four guests were flight attendants staying in four separate rooms at the hotel, located at the intersection of Fourth and Mission streets, hotel spokesman Sam Singer said.

    The San Francisco Marriott Marquis issued the following statement today: “Early this morning four guests at the San Francisco Marriott Marquis complained of flu-like symptoms. The hotel staff promptly contacted the fire department to assess the situation and assist with transporting the guests to area hospitals for treatment.

    The four guests were transported to San Francisco General Hospital and St. Francis Memorial Hospital where they “are now doing well,” Singer said.

    “Initially we believed it to be the heating system in the rooms,” fire Lt. Mindy Talmadge said. “But after further investigation we determined it couldn’t be the heating system because they use a steam system which doesn’t use carbon monoxide.”

    For more: http://www.sanfranciscosentinel.com/?p=102638

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