Category Archives: Risk Management

by | April 29, 2013 · 7:23 am

Hospitality Industry Technology Solutions: A “Hotel Technology” Checklist For Improved Guest Safety, Security And Convenience

Hotel Technology SolutionsThe following are from the “DO’s and DON’TS of Hotel Technology v5” for improved safety, security and convenience of hotel and resort operations:

  • Have universal power sockets with USB power sockets easily available for guest-use in public areas, especially Lobby Lounges, Dining areas, Club Lounges and Poolside – also have international adaptors handy
  • Have a smartphone compliant version of your hotel data file available for download on your website at the same time make sure your website is mobile compliant
  • Check all the peep holes on guest room doors to make sure they are secure and the right way round
  • Mount irons on wall brackets in closets instead of placing them on the floor or shelves
  • Clearly display broadband charges, if your hotel has any and have a sign-on page if your Government so requires it
  • Have an emergency torch/flashlight in the guest room
  • Have a person or system to monitor social networking sites for mentions about your hotel and respond appropriately and in a timely manner
  • Monitor what is written about your Hotel on Social networking sites like Trip Advisor
  • Put a notice on your HSIA sign-up screen that your government may block access to certain websites and internet services if they apply to you. Have your IT People know how to workaround this if the Guest asks
  • Make sure the electronic door lock on the guest room door closes quickly when the door shuts
  • Add CCTV cameras inside your Data Center – one that is directed to the server racks and the other, to the entrance door
  • Use electronic locks on your Server racks – not just metal keys
  • Use a bio-metric reader or PIN pad for staff entrance/egress that is linked to the Time and Attendance/Payroll System
  • Make sure your room safe is bolted down to a floor or wall and cannot be easily removed
  • Monitor the TV volume in the guest room so that it can go down very low and not too high. Some guests like to leave the TV on all night but at a very low background volume
  • Have a very low nightlight in the bathroom/toiletConsider using Motion/Presence [PIR] detectors rather than key cards to control energy in-room
  • Check from time to time in-the-floor power sockets – the metal type which are supposed to lift up when the clip if flicked – most often they stick after a while having been covered with floor polish and dust
  • Consider having a secure place where Guests can deposit their valuables and gadgets at the poolside or beach if they want to take a dip in the pool or use the sauna
  • Test your [magnetic] key cards to see if they de-magnetize when placed next to a mobile phone – often they do and is a great inconvenience to the guest as well as an operational chore
  • Have your IT team join such organizations as HFTP and HTNG so that they keep up to date with Hotel Technology – you should also sponsor them as well as have them attend various Conferences and Exhibitions
  • Regularly check and install Service Packs and software upgrades

For more:  http://www.hospitalitynet.org/news/global/154000320/4060454.html

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by | April 28, 2013 · 3:29 pm

Hospitality Industry Property Risks: Texas Restaurant Is A “Total Loss” After Kitchen Fire Destroys Building; “Old Structure” Was Not Insured

“…No one was injured but the Yum Yums building was a total loss…it was not insured. Fire officials believe the fire sparked in Restaurant Firethe restaurant’s kitchen downstairs, but the exact cause is unknown. The structure is unsafe for fire investigators to go inside, so the department will not be able to determine an exact cause…”

Three people were uninjured following an early morning fire at a downtown Jacksonville restaurant Sunday. At 12:12 a.m., a man who lived in an apartment above Yum Yums Restaurant and Bakery, in the 200 block of South Main Street, woke up to an explosion sound and ran downstairs, said Jacksonville Fire Chief Paul White.

The structure fire was located about a block from the fire station, and firefighters arrived on scene at 12:13 a.m., White said. There was fire at the back of the building and heavy smoke in the front when firefighters arrived, he said. Flames were soon shooting from the roof and out windows.

The fire quickly consumed the old structure, making it unsafe for crews to be the inside the building. Five ladder trucks from numerous departments were on scene to help, White said.

“It was a big fire, and the ladder trucks saved the day,” White said. “It as too dangerous to go inside so it was basically a defensive fire. (firefighters) basically put a lot of water on it.”

For more:  http://www.tylerpaper.com/article/20130428/NEWS01/130429754

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by | April 27, 2013 · 6:25 am

Hospitality Industry Safety Solutions: “Hotel Pool Safety Inspection Checklist Mobile App” Represents Latest Mobile Technology For Hotel Managers (Video)

[youtube=http://www.youtube.com/watch?v=cVDX7SqSDxk]

The Pool and Spa Inspection Operators app provides detailed checklists that can be completed on a mobile device for the following areas: signs, safety features, chemicals, water clarity and general pool conditions, water circulation, pool facilities and general operation. This app also offers customization for pool or aquatic centers needs.

For more: http://www.gocanvas.com/mobile-forms-apps/8311-Hotel-Pool-Safety-Self-Inspection-Checklist–

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by | April 26, 2013 · 6:13 am

Hospitality Industry Crime Risks: Las Vegas Hotel Guest Rooms Burglarized By Thieves “Walking Down Hallways And Door Pushing”; Victims Held In Bathroom While Personal Items Stolen

“…Thieves can walk down a hallway and just by slightly pushing on a door can determine those rooms that are left unsecured… But Hotel Burglariesjust days after the couple’s stuff was stolen from the Luxor, police arrested two men for a similar crime at Excalibur…This time police paperwork indicated the thieves held the victims in the bathroom and stole their stuff. Hueslkamp think it’s tied to his case and said the hotel should be responsible for what’s stolen…”

Some Las Vegas tourists expect to lose thousands gambling inside the casino, but if they’re not careful they could also get ripped off inside their hotel room. Huelskamp, an Ohio tourist, told Action News his story via Skype. He said that he and his fiance were staying at the Luxor and while they were sleeping a thief walked right into their room. It’s crime police call “door pushing” and it can happen at any hotel.

The couple took a photo of the door they thought closed behind them. There is no dead bolt and after a long road-trip to Las Vegas they went to bed thinking they were safe. “We went to bed, we know at 1:26 a.m. because we watched a movie on the iPad that was later stolen,” Huelskamp said. “It was no further than six inches away from my beautiful wife’s head.”
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Police don’t know how often door pushing happens because they get hundreds of reports of burglaries every day. After this happened and even in travels today I am still a little weary about staying in a hotel no matter where we are,” he said.
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The Luxor sent Action News a statement that reads “We are sorry for the Hueslkamp’s unfortunate experience. Our resorts have extensive security and surveillance systems in place but there is no substitute for being alert. Even on vacation, guests should always remain aware of their surroundings and ensure their hotel room doors are securely closed and locked at all times.”
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by | April 25, 2013 · 7:43 am

Hospitality Industry Safety Solutions: Hotel Management Must Regularly “Test Emergency Power Supply System Generators With Load” To Ensure Guest Safety During Power Outage And Loss

“…the most important maintenance issue for emergency power supply systems is the requirement to regularly test the generators with load. Most often it becomes inconvenient to perform the test due to interruptions to delivering guest services. In order that proper testing of the Hotel Emergency Power Systemsemergency power distribution system doesn’t negatively impact hotel operations, modern technology enables a design engineer to develop an automatic power transfer system that provides a seamless transfer between the municipal utility supply and the generator system…”

Proper maintenance includes, but is not limited to, fuel filtration to reduce the possibility of contaminants, battery maintenance and replacement to ensure a successful generator start every time, and periodic load testing to reduce the possibility of failure.

Emergency generators are installed in hotels to prevent hazards associated with loss of municipal electric power supplies. The reliability of electric power supplies for Fire and Life Safety systems is critical. In a hotel, the automatic power transfer switches that transfer the electricity source to the emergency generator, must be timed to provide electric power to fire and life safety loads within 10 seconds and to standby loads within 60 seconds of loss of municipal power supply. The life safety loads include:

  • Illumination of exits from a hotel building leading to an assembly point
  • Emergency exit signs
  • Alarm and alerting systems such as the fire alarm system
  • Controlled emergency communication systems
  • Emergency generator-set room lighting
  • Fire suppression systems
  • Smoke management systems

An emergency power source cannot perform successfully unless each system component functions properly. While attention is often given to protecting the engine-generator set, components such as the fuel system, the age of the fuel (if using a fossil fuel product) and the emergency power transfer panels may not have the same degree of care. As a result, the emergency power source may fail.

For example if the engine-generator set in a hotel is installed on the roof to avoid being flooded, but the automatic power transfer system and emergency power panels are located in the basement, then in the event of a flood the system is likely to fail, regardless of the reliability of the engine-generator.

Hotel developers spend an enormous amount of money on emergency power supply systems so they are assured that in the event of an emergency, the hotel will have the power required to ensure the safety of their guests and associates.

For more:  http://www.hospitalitynet.org/column/global/154000392/4060426.html

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by | April 24, 2013 · 6:55 am

Hospitality Industry Property Risks: Illinois Restaurant Limits Floodwater Damage Through Installation Of “Special Flood Prevention Equipment”; $700,000 Cleanup Costs In 2008 Lowered To Under $1000 In 2013

“…special flood prevention equipment (was installed) at the McDonald’s after the 2008 flooding; including shutoff valves for the sewer lines, and Restaurant Flood Risksrubberized door dams… only about a half an inch seepage (from this flood) in the building through penetrations in pipes, and stuff like that, unlike 2008, (when there was) 27 inches…(the owner estimated there was) as much as $700,000 on cleanup from the 2008 flood, but only several hundred dollars this year…”

Two eateries next door to each other in northwest suburban River Grove were in very different stages of cleanup on Tuesday, as flood waters from the Des Plaines River slowly receded. WBBM Newsradio’s Bernie Tafoya reports, next door at the famous Gene and Jude’s Red Hot Stand, a big flood cleanup was underway on Tuesday. Workers were seen donning respirators while cleaning up inside on Tuesday, and tossing out flood-damaged debris, while the McDonald’s next door was getting ready to open for business.

It’s not that the flooding wasn’t as bad at the McDonald’s, it was the result inside the two restaurants.

“It’s money well-invested,” Karayanes said.

For more:  http://chicago.cbslocal.com/2013/04/23/a-tale-of-two-restaurants-flood-damage-varies-depending-on-preparations/

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by | April 23, 2013 · 8:33 am

Hospitality Industry Technology Solutions: Hotel Guests Are Increasingly “Comfortable With Transition To Digital Services”; The Increasing Benefits Of “Cost Savings And Inventory Management”

“…most guests, especially younger ones who are used to having information at their fingertips, were comfortable with the Hotel Technology Solutionstransition to digital… Some hotels, especially luxury brands, are more likely to keep both the staff interaction and the technology offeringsHotels are also using technology to save money and manage inventory. Workers used to have to count sheets, towels, robes and table linens by hand on the way out of the hotel to the laundry and on the way back in, to try to avoid theft. Some hotels now stitch in small radio frequency ID tags, which transmit radio waves, so that when a cart of laundry passes by a sensor, the number of items inside is displayed. The method saves time in counting items and has decreased theft…”

Hotels around the world are using technology in new ways, with the goal of speeding up or personalizing more services for guests. David-Michel Davies, president of the Webby Media Group, said he visited Internet companies around the world each year for the Webby Awards, which honor excellence on the Internet. He said he had found that hotels were using technology as a substitute for human hospitality.

Instead of the staff at the front desk offering advice on where to go for dinner, guests may be lent an iPad loaded with maps and suggestions for local restaurants and sightseeing. A hand-held device in the room might control the television, blinds and temperature, replacing the role of the bellman who would describe how the features in the room work when he dropped off a guest’s luggage. “Hotels are transforming service into a digital concept,” Mr. Davies said.

Barbara Kahn, who studies consumer decision-making as director of the Jay H. Baker Retailing Center at the Wharton School of the University of Pennsylvania, said most guests, especially younger ones who are used to having information at their fingertips, were comfortable with the transition to digital. Some hotels, especially luxury brands, are more likely to keep both the staff interaction and the technology offerings, she said.

Some technology offerings extend beyond the hotel’s walls. The Park Hyatt Tokyo rents guests a pocket-size mobile Wi-Fi connector to use with an iPhone, iPad, BlackBerry or laptop to make international calls and get Internet access wherever they go during their stay.

For more:  http://www.nytimes.com/2013/04/23/business/electronic-smarts-at-hotels-attract-guests.html?pagewanted=all&_r=0

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by | April 22, 2013 · 6:04 am

Hospitality Industry Security Solutions: Hotels In Metropolitan Areas Should “Create Actual Security” With “Layers Of Properly Trained Personnel”; A Need For Sophisticated Security Cameras For Thermal And Infrared Viewing

“…what (hoteliers) want to create is actual security and depth—layers of properly trained personnel to meet the risks that are known for the venue you’re in…if you’re in Times Square, covert effort is more appropriate…vulnerability audits help find ‘weakness in the system that can be hotel securityexploited or lapse during a crisis’…the audit shows some oft-forgotten measures, such as making sure the hotel’s website can handle a thousand times the traffic without crashing or that associates know appropriate protocols….every employee is a crisis manager and a (public relations representative) for the organization…’if you don’t teach them what they should and shouldn’t do, they’ll wing it’, and that can be dangerous to a hotel’s reputation…”

“…(sophisticated security equipment such as) thermal and infrared viewing for nighttime and low-visibility conditions, license plate readers, car counters, people counters, cameras with analytics that follow subjects automatically and alert critical areas of operation…”

While hotels can be safe havens for guests, they can be the target of attacks as well. Anthony C. Roman, president of risk-management firm Roman & Associates, said the hotel industry has suffered in the last decade. Hard economic times globally have caused hotels to cut back on security budgets. As more hotels are taking the appropriate preventive security measures, other hotel brands have not addressed the issue at all. “And yet other brands are subcontracting their security requirements to private security companies,” he said.

The constant flow of large numbers of people in and out of hotels during daily business hours makes them vulnerable for attacks, according to global intelligence agency Stratfor. “There’s certainly fear,” Haley explained. “There are few targets that offer the potential awards for motivated terrorists that hotels do.” Those rewards are a large target with potentially massive body counts and global exposure. The problem with hotels, he added, is “they’re open and inviting places.”

For more:  http://www.hotelnewsnow.com/Articles.aspx/10326/Terrorism-risks-heighten-hotelier-awareness

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by | April 20, 2013 · 5:50 am

Hospitality Industry Security Risks: Hotels And Resorts Are “Vulnerable To Security Threats” And Crime As Staff Is Trained To Maximize Guest Experience

“…Because of the nature of their business, implementing TSA-style security measures at hotels would not be a good idea, Todd Seiders says. “They would have to limit the entry into their buildings, search bags, confirm you have business there and inconvenience everyone. The general department of homeland_securitypublic will not stand for that (look at the continuing uproar about the TSA at airports).”…Complicating the issue is the fact that hotel staff members are, by and large, trained to please potential guests, which can render them vulnerable to security threats…”

Todd Seiders, director of risk management at Petra Risk Solutions and former director of loss prevention at Marriott, discussed how hotels and public events can work to increase traveler safety in the future.

“The Boston Marathon bombing is just another example of how hard it is to secure public places and events,” Seiders says. “According to the news, bomb dogs had swept the finish line area 1 hour prior to the start of the marathon. So obviously police did everything they could to secure the area, and the bombs were brought in during the event.”

“There is a constant clash between hotel security experts and seasoned hotel management people, whose pay and bonuses depend on guest satisfaction surveys and comments,” Seiders continues. “Hotel security experts need to find more guest friendly ways to provide security, and hotel managers need to take security more seriously. A large number of hotels do not have a dedicated security staff, so security falls on the guest service staff, and guest service staff is trained never to say no or to offend or interfere with the guest experience.”

Seiders recommends hotels install HD cameras to monitor open public spaces, exits and entrances, both to deter crime and to aid investigation should one occur. Staff should be trained to pick up and investigate unattended bags or luggage, and hotels should work closely with their local police of sheriff department, along with Homeland Security, to discuss security and terrorism.

For more:  http://www.travelagentcentral.com/trends-research/trend-watch-suspects-boston-bombings-surface-whats-next-travel-security-40155

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by | April 18, 2013 · 7:11 am

Hospitality Industry Theft Risks: Illinois Restaurant Employees Plead Guilty To “Skimming Credit Card Information Of Paying Customers”; Over $200,000 In Fraudulent Purchases Made By Ring Leaders

“…(the ring leader) organized the scheme by paying the defendants, who were employees at the various establishments, to skim credit card information of paying customers using a small credit card reader provided to them by Woods and Washington. The employees swiped identity theftapproximately 175 cards through the readers, enabling Woods to reproduce counterfeit credit cards and allowing Woods, Washington and Alex Houston to rack up thousands of dollars in charges…”

Sentences were handed down against seven defendants who illegally obtained personal banking information from patrons visiting Chicago area restaurants and attractions, including Wrigley Field and the Magnificent Mile’s RL Restaurant, according to Illinois Attorney General Lisa Madigan.

Defendants Joseph Woods, Britain E. Woods, Alex Houston, Jenette Farrar, Essence S. Houston, Kenyetta Davis and William Washington pled guilty and were sentenced for “skimming” personal banking information, which was used to make purchases of more than $200,000. The banking and credit card account information was stolen from customers who patronized Chicago area establishments, including Wrigley Field, RL Restaurant, a Chicago Taco Bell location and a McDonald’s restaurant in Berwyn.

Madigan said financial institutions with accounts that were compromised in the scheme include Chase, U.S. Bank, Citibank, Harris Bank, American Express, Bank of America and Fifth Third Bank. The banks assisted in the investigation and notified victims to secure their personal information.

Madigan said identity theft is a significant threat to Illinois consumers. Last year, more than 2,500 identity theft complaints were filed with her office’s Consumer Fraud Bureau. Consumers reported incidents of fraudulent charges on their existing accounts, thieves opening new accounts in their names (including credit card, utility and cell phone accounts) and instances of bank fraud, such as stolen checks or fraudulent withdrawals made to a victim’s bank account.

For more:  http://www.claimsjournal.com/news/midwest/2013/04/18/227236.htm

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