Category Archives: Training

by | May 8, 2013 · 6:10 am

Hospitality Industry Health Risks: Nevada Restaurant Sued After “Salmonella Food Poisoning” Outbreak; “Inadequate Hand Washing, Handling Of Food With Bare Hands, Improper Food Storage” Violations Found

“…health inspectors were sent to the restaurant to investigate…they found multiple violations including: employees handling ready-to-eat food with bare hands, inadequate hand washing by foodhandlers; inadequate or missing cooling and heating logs for food; raw ground beef stored Salmonella Enteritidisover cooked chicken and raw seafood; fruit flies and small moths in the cooking area; and broken cooking thermometers and foods not being held at proper temperatures…”

A Pennsylvania woman has filed a lawsuit against the Firefly on Paradise, a Las Vegas restaurant. She is seeking compensation for allegedly contracting Salmonella food poisoning from the restaurant. She is being represented by Fred Pritzker, Brendan Flaherty and Ryan Osterholm, who are also representing several other people allegedly sickened in the outbreak.  Pritzker, Flaherty and Osterholm are part of PritzkerOlsen law firm’s Bad Bug Law Team.

The firm’s client is one of the 89 people sickened in a Salmonella outbreak associated with the Firefly. She and her husband were visiting Las Vegas in late April. On April 24, they ate dinner at Firefly on Paradise. Two days later, she developed symptoms that included nausea, fever, abdominal cramps and bloody diarrhea. She is still receiving medical treatment.

According to the complaint, those foods include but are not limited to: pork, calamari, garlic in oil, potatoes, tortilla empanada, lettuce, shrimp, mussels, claims, chicken and fish. The restaurant has been closed during the outbreak investigation to reduce the risk to public health.

For more:  http://foodpoisoningbulletin.com/2013/salmonella-lawyers-file-lawsuit-against-firefly-restaurant-in-las-vegas/

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by | May 5, 2013 · 7:27 am

Hospitality Industry Legal Risks: Ohio Motel Sued For $25,000 By Guest For “Bed Bug” Bites Requiring Medical Treatment; Staff Should Have Recognized Signs Of Infestation

“…in the morning, she claims she had bed bug bites, which were severe enough she required medical treatment. The bugs also reportedly infested the luggage she had with her. When she arrived home, the bed bugs reportedly infested her home…(the Bed Bugs in Hotel Roomsplaintiff) contends the staff should have been trained to recognize the signs of bed bugs, identified the problem, reported it to management and called in proper pest control measures to eradicate the creatures. She also believes she should have been alerted of the unsafe conditions of the room…”

A lawsuit was filed in Columbiana County Common Pleas Court this week seeking damages from bed bugs allegedly discovered last summer by a guest at Barnett’s Motel on U.S. Route 62 west of Salem. Jacki Covert, of Antiock, Ill., claims she rented room 110 on June 24, 2012 and spent a night at the motel.

According to the lawsuit, Hemiptera, which are also known as bed bugs, suck blood and rapidly reproduce. The bugs can be difficult to control, even in the cleanest facilities. The bugs shed their skin as they grow, leaving behind proof of their existence on sheets, pillow cases, couches, chairs, carpets and floors throughout the room.

She is seeking in excess of $25,000 in relief.

For more:  http://www.salemnews.net/page/content.detail/id/565283/Woman-sues-Barnett-s-Motel-over-alleged-bedbug-infestation.html?nav=5061

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by | May 2, 2013 · 4:26 pm

P3 Hospitality Industry Risk Report: “Improving Hotel Security After Boston” Presented By Petra Risk Solutions’ Director Of Risk Management Todd Seiders (Video)

[vimeo http://www.vimeo.com/65324022 w=500&h=281]

In the wake of the Boston Marathon bombings, it’s time to re-examine our security efforts and update our attitudes and training. Petra Risk Solutions’ Director of Risk Management, Todd Seiders , offers a P3 Hospitality Risk Update – ‘Improving Hotel Security after Boston’. 

P3P3 (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 | 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 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 21, 2013 · 12:27 pm

Hospitality Industry Legal Risks: California Restaurant Franchisee Settles EEOC “Disability Discrimination Lawsuit” For $100,000; Former Floor Supervisor With “Intellectual Disability” Demoted To Janitorial Position

“…The EEOC contends that once Alia took over,  Alia management demoted Morgan to a janitorial position, cut his hours and reduced  his hourly EEOCwages, thereby forcing him to find other employment and resign by  June 2009.   The EEOC’s lawsuit argued  that Alia Corporation thus engaged in disability discrimination that violated  the Americans with Disabilities Act  (ADA)…”

Alia Corporation, a franchisee  with over 20 fast-food chain restaurants throughout Central California, agreed  to pay $100,000 to settle a disability discrimination lawsuit filed by the U.S.  Equal Employment Opportunity Commission (EEOC), the federal agency announced  today.

The EEOC originally filed suit against the Merced,  Calif.-based company in 2011 on behalf of Derrick Morgan, a former floor  supervisor with an intellectual disability (EEOC v. Alia Corporation, Case  No. 1:11-cv-01549-LJO-BAM, U.S. District Court, Eastern District of  California).  Morgan was known to be a good employee and  promoted by previous management from crew member to super­visor in 2008.

As  part of the settlement announced today, the parties entered into a three-year  consent decree requiring Alia to hire an equal employment opportunity (EEO) monitor  to create anti-discrimination policies and procedures; a complaint process and  impartial investigations; a centralized tracking system for discrimination  complaints; a system to hold employees accountable for discrimination; and,  annual live disability discrimination training for all management and human  resources employees.  The $100,000 in  monetary relief shall be paid entirely to Morgan.  The EEOC will monitor compliance with the agreement.

“Employers cannot allow biases and stereotypes to factor  into employment decisions,” said Anna Y. Park, regional attorney for the EEOC’s  Los Angeles District Office, which includes Fresno in its jurisdiction.  “The EEOC commends Alia Corporation for  today’s settlement, as it marks a new path for Alia — one which includes equal  employment opportunity for all of their employees, regardless of disabilities.”

Melissa  Barrios, director of the EEOC’s Fresno Local Office, said, “Disability discrimination  charges are on the rise in California, comprising 30% of all charges  filed.  Workers who are unjustly  penalized due to their disabilities have protections under federal law, and the  EEOC is here to help.”

For more:  http://www.eeoc.gov/eeoc/newsroom/release/4-18-13.cfm

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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 17, 2013 · 7:22 am

Hospitality Industry Legal Risks: Hotel And Restaurant Hiring Policies Must Be Neutral On Employee “Sex Stereoyping”; EEOC To Enforce “Broad Definition Of Sex Discrimination”

The EEOC Title VII effort to protect LGBT (Lesbian, Gay, Bisexual and Transgender) workers relies on a broad definition of sex discrimination, treating harassment and discrimination claims under a “sex stereotyping” theory…The EEOC’s new emphasis on LGBT protections will shape its EEOCfuture en­­force­­ment and litigation against private employers, especially in states that don’t protect gender identity or sexual orientation. Expect the EEOC to educate the LGBT community about its recent rulings. Also expect more charges and more vigorous investigations…Make sure your policies are neutral with regard to sexual orientation, gender identity and expression, and prohibit harassment based on sexual preference, gender stereotypes or intolerance.

Federal law doesn’t prohibit discrimination against lesbian, gay, bisexual and transgender (LGBT) workers. Instead, LGBT protections are a varied patchwork of judicial and agency interpretations and state and local laws that make discrimination actionable only under specific circumstances. LGBT workers continue to face employment discrimination with relatively few legal protections.

In response, the EEOC has begun an effort to protect LGBT workers’ rights by broadly interpreting Title VII of the Civil Rights Act of 1964. The EEOC’s newly released Strategic Enforcement Plan for 2013-2016 lists “coverage of lesbian, gay, bisexual and transgender individuals under Title VII” as one of its top six national en­­forcement priorities. Expect the EEOC to take significant enforcement actions soon and litigate issues more aggressively.

No national law explicitly bans workplace discrimination based on sexual orientation or gender identity. Title VII’s language only protects individuals on the basis of “race, color, religion, sex, or natural origin.” LGBT advocates have tried to amend Title VII to add sexual orientation, expression and identity, but have consistently failed.

For more:  http://www.businessmanagementdaily.com/35121/eeoc-steps-up-efforts-to-protect-against-lgbt-bias-harassment

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by | April 16, 2013 · 5:36 am

Hospitality Industry Health Insurance Solutions: Large Hotel Group “Incentivizing Employees” To Complete Risk Assessments And Increase Activities As Part Of Wellness Program

“…Company executives started by incentivizing employees to complete a risk assessment at no cost to them, and they would receive $50 for their trouble. Approximately 70% of employees participated in the program…(the company) added additional incentives to its wellness program such health insurance nationalas having employees voluntarily pick three activities to improve health. Activities included joining a nutritional plan such as Weight Watchers, joining a fitness club, joining a group exercise plan, getting a dental exam or telephone coaching…”

One of the leaders in addressing the future of health care in the hospitality industry is Loews Corporation. Beginning in 2007, Loews looked at how to improve employee health as part of a self-insurance program. The company saw the benefits of a healthier workforce not only costing Loews less for medical care but also fewer sick days on the job.

With this initial success, Loews increased the incentive to $200 the next year but required employees to agree to a telephone coaching program regarding their health. The participation level dropped to 22%. After walking around talking to employees, executives figured out that employees wanted to hear it from their own doctor. So, the program was adjusted and saw the participation rate increase dramatically. Now, employees go to their doctor to get a preventive exam and do a biometric screening.

Next year, in conjunction with ACA, Loews will remove the direct incentive but will have a two-tiered health plan where if employees have an annual biometric exam with their doctor and select three approved healthy activities to participate in, they will qualify for a lower cost plan. If not, the employee will have a health-care plan with a higher premium as required by their plan administrator.

The hope is that employees will become engaged in wellness activities, choose healthy living habits and help contain health-care costs below the Cadillac tax limit. If for any reason this does not happen, Loews employees have been brought into the discussion that the option of increasing the portion employees pay for their health-care premium, currently set at a low level, may become the only alternative. That’s a real incentive, and innovation at work.

For more:  http://www.hotelnewsnow.com/Articles.aspx/10292/Wellness-programs-mitigate-health-care-costs

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by | April 15, 2013 · 7:24 am

Hospitality Industry Employee Solutions: Hotels Benefit From Hiring Workers With “High Levels Of Energy” With Potential For Advancement

“…there are managers at the Clevelander who started as servers. Many of the employees are considered part of the marketing team because they Hotel Employee Satisfactionhelp market the brand and promote products and services. They do so in the way they look, what they wear and how they interact with guests…You need more skills than you used to…years ago you said, ‘Here’s a mop and a bucket.’ Now there is a lot more detail to every job—even targeted chemicals for cleaning. There is better awareness of load lifting because it’s tougher to pick up a thick pillow foam mattress; and housekeepers have to make sure TVs are functioning…”

Geoffrey Mills, managing director of the Crowne Plaza Times Square and chair of the Hotel Association of New York City, said that while half his workforce is 45 years or older, there is only 3% to 4% annual turnover. The biggest challenge for hoteliers, Mills said, is the cost of operations. “We are trying to tighten employee costs,” he said.

Vijay Dandapani, president and COO of Apple Core Hotels, which has five limited-service properties in Manhattan, said it’s more difficult to find entry level jobs in limited service. “But we do represent the potential for advancement,” he said. “We have three people who came in at entry level and are now GMs.”

Costs also are an issue for Dandapani, who said that his real estate taxes are up 100% in the past few years. All of his employees are unionized, he said, adding: “All hotel employees around the world want to be here because of our respect for property rights and the city’s safety.”

At the non-union Clevelander in South Beach, Florida, turnover is an issue because many associates are in college.

“We try to be as flexible as possible with their scheduling, but there is still 56% turnover,” said Annie Borges, director of human resources for the 60-room hotel, which is heavily driven by its food-and-beverage revenue.

“We hire the smile and train the skill,” she said. “You can’t teach people to be nice, but you can teach them to make the bed. They have to be happy and have a high level of energy.”

Borges said that she has worked in hospitality HR in Miami for nearly 20 years and there is always talk of pending unions.

“But they never come to fruition. Perhaps because we aim to establish a pro-employee type of environment,” she said. “The only union hotel on the beach is the Fontainebleau.”

For more:  http://www.hotelnewsnow.com/Articles.aspx/10290/Outside-issues-create-labor-situations

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