Category Archives: Training

Hospitality Industry Pool Safety Risks: Nevada Hotel Guests Hospitalized After Suffering "Chlorine Burns" In Jacuzzi Spa Caused By Possible Malfunction Of Chlorine System

“…The Clark County Fire Department says two hotel guest at the Hooters Casino Hotel were taken to the hospital for second degree burns…it called the Southern Nevada Health District, which shut down the pool pending an investigation…”

When Knox called an ambulance, paramedics told him his son’s friend had second-degree burns on 91 percent of his body and he was almost going into shock…”

Andrew Miller has burns on his legs and feet. He is also friends with the two victims that were sent to the hospital. “It seemed like we were fine but as we started walking back up to the room we all started noticing we were kind of itchy,” Miller said. Miller and his friends called Kevin Knox, a father of one of the group who made the room reservations. Knox tells FOX5 when he arrived things were pretty bad.

“Went up to see him and he was in his bed and he was shaking he was so cold, and he just from his neck down to his feet he was completely red and on his back it was actually bubbling,” Knox said.

“That’s when they said we got to take him to the emergency and we’re taking her too because she couldn’t even walk; her legs were just red,” Knox said.

But Knox heard a rumor of what happened. “They do have a chlorine system that goes every 15 minutes or so that puts out a little bit of chlorine, but at six o’clock in the morning when these kids were in it, it dumped all of it,” Knox told FOX5.

Clark County Fire believes the burns were caused by chlorine exposure, but it is still trying to confirm if the accident was caused by a malfunction or human error. Knox believes his son’s friends weren’t the only victims.

“The security explained to the fire department that (they) had several complaints of people getting burned so it’s not just these two or these four,” said Knox.

For more:  http://www.fox5vegas.com/story/15650310/two-hooters-casino-guests-hospitalized-after-hot-tub-chlorine-burns

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Filed under Guest Issues, Health, Insurance, Liability, Maintenance, Management And Ownership, Pool And Spa, Risk Management, Training

Hospitality Industry Employee Safety Risks: Complaints Filed With OSHA And EEOC Against Colorado Hotel For Firing Housekeeper After She "Complaied About Unsanitary Conditions"

“…A Denver woman says she was fired by Springhill Suites DIA because she complained about the unsanitary conditions at the hotel.“When I asked management to provide housekeepers on my cleaning crew with plastic gloves, I was told the gloves were too expensive,” said Dorothy Barrett-Wilson. “We were cleaning bathroom toilets and floors without gloves, something you don’t even do at home.”

The EEOC will investigate the charges of discrimination filed by Wilson, who says the hotel fired her when she made the complaint to OSHA.

Barrett-Wilson filed complaints with the Colorado Civil Rights Division and OSHA. The complaints also say the crew, which was mainly Hispanic and African, had no radio communication in case of emergencies on the floors.

Wilson also says the housekeepers were also being asked to clean 21 rooms a shift, when the norm is about 12 or 14. She also says workers had to handle dirty towels and linen, some of which had blood on them, with their bare hands.

For more:  http://www.kwgn.com/news/kdvr-feds-investigate-springhill-suites-dia-20111007,0,893504.story

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Filed under Health, Labor Issues, Liability, Management And Ownership, Risk Management, Training

Hospitality Industry Employee Risks: California Supreme Court To Determine Whether "Non-Exempt Employees Are Entitled To Uninterrupted, Off-Duty Meal Periods Of 30 Minutes For Every Five Hours Worked"

“…At issue in the case is whether California employers must ensure that their employees actually take their meal and rest periods or merely make them available. Guidance is also anticipated regarding the time in the workday in which meal and rest periods must be taken and whether or not legally-compliant meal and rest period policies can protect an employer against class actions even when these policies are unevenly enforced…”

The California Supreme Court will hear oral argument in Brinker Restaurant v. Superior Court (Hohnbaum, et al., real parties in interest) on November 8, 2011, according to the Court docket issued this week. The Court generally issues decisions within 90 days after completion of oral argument and submission of post-argument briefs, if any. A decision is expected by mid-February, 2012.

The decision is extremely important to California employers because meal and rest period claims have been the basis of hundreds of class action lawsuits in California. The Court’s decision could make it more difficult for plaintiffs to bring these claims as class actions, or, depending on the ruling, could establish rigid guidelines which may foster more class actions. Either way, California employers and plaintiffs class action lawyers alike have eagerly awaited this decision since the Supreme Court took up the case in October 2008 and look forward to receiving guidance from the high court.

Under California law, nonexempt employees are entitled to uninterrupted, off-duty meal periods of at least 30 minutes for every five hours worked. While there are certain limited exceptions to this rule (such as a revocable written waiver of the meal period in limited circumstances), employers are required to compensate employees for on-duty meal periods. In addition, California law assesses employers a penalty equal to one hour of pay at the employee’s regular rate for every day there is a meal period violation.

For more:  http://hotellaw.jmbm.com/2011/10/labor_brinker_case.html

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Filed under Insurance, Labor Issues, Liability, Management And Ownership, Risk Management, Training

Hospitality Industry Employee Risks: Colorado Hotel Owners Sued By U.S. Equal Employment Opportunity Commission (EEOC) For Firing White Workers In Favor Of Hispanic Workers

“…one of the fired employees was told she was being terminated because the hotel owners preferred non-American and non-Caucasian workers ‘because it was their impression that such workers are lazy’..”

The U.S. Equal Employment Opportunity Commission is seeking back pay for employees that federal officials said were fired from a Hampton Inn franchise in Craig, Colo., according to the lawsuit filed last week.

Former employees at a western Colorado hotel said they were fired and replaced with Latino workers because the business owners thought white and non-Hispanic workers were lazy, according to a federal lawsuit announced Monday.

The lawsuit claims the general manager of the hotel was told by the business owners “to hire more qualified maids, and that they preferred maids to be Hispanic because in their opinion Hispanics worked harder.”

For more:  http://www.businessweek.com/ap/financialnews/D9Q51LLO1.htm

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Filed under Employment Practices Liability, Insurance, Labor Issues, Legislation, Liability, Management And Ownership, Risk Management, Training

Hospitality Industry Employee Risks: Nevada Hotel Sued By Federal Government For "Racial Harassment"

“…Federal officials say hotel managers were first told in 2006 that several Hispanic room attendants had been subject to the comments referencing their ethnicity and skin color. The comments came from coworkers and supervisors. Some of the comments were profane…and derogatory names such as “taco bell” and “bean burrito.”

The U.S. Equal Employment Opportunity Commission announced Friday that it had filed a lawsuit against the Pioneer Hotel in Laughlin, Nev. for ignoring the alleged harassment.

The hotel allegedly didn’t take action to prevent or correct the harassment in violation of the federal Civil Rights Act. Federal officials say some Nevada casinos seem to be retaliating against employees who complain about hostile work environment.

http://www.washingtonpost.com/national/feds-sue-nevada-hotel-for-not-protecting-hispanic-employees-from-harassment/2011/09/30/gIQA5ZYABL_story.html

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Filed under Labor Issues, Liability, Management And Ownership, Risk Management, Training

P3 Hospitality Industry Risk Report: "Food Poisoning Claims" Discussed By Todd Seiders, Director Of Risk Management For Petra Risk Solutions (Video)

[youtube=http://www.youtube.com/watch?v=lNI4lz7_scE]

Petra Risk Solutions’ Director of Risk Management, Todd Seiders, offers a P3 Hospitality Risk Report – ‘Food Poisoning Claims’.

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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Filed under Food Illnesses, Guest Issues, Health, Insurance, Liability, Management And Ownership, Risk Management, Training

Hospitality Industry Guest Health Risks: Illinois Hotel Sued Six Months After Guests Discovered Bed Bugs In Room

A hotel employee again offered the couple a new room, the lawsuit said, but they declined. After they returned home, they said Gonzales noticed bite marks on Layman’s shoulder. She said a doctor confirmed she was bitten by bed bugs, and the couple’s suit said a Hollywood Casino manager acknowledged the pests were bed bugs.

“..they pulled down the covers and discovered red bugs running on the sheets. Layman said she videotaped the bugs with her cell phone…”

 

A Blue Island couple is suing the Hollywood Casino Joliet and its hotel, saying they found bed bugs in their room more than six months ago. Tamara Layman and Leo Gonzales filed the lawsuit in Will County this month. Layman said she first tried asking a manager there to simply reimburse her for doctor visits, lost property and a ruined weekend. But she said she’s had no success.

The lawsuit said Layman and Gonzales checked into the casino’s hotel March 5, left their luggage in their room and went to the casino. They returned a few hours later and went to sleep. But Layman said she woke up at 1:30 a.m. and noticed a bug on a pillow.

Gonzales killed the bug, and Layman carried it in a tissue to the hotel’s front desk, where an employee offered to give them another room.

Layman and Gonzales said they threw out most, if not all, of what they brought to the casino including luggage. They also said it took 17 days for the hotel to send an exterminator to their home for an inspection.

For more:  http://news.google.com/news/more?q=hotel&hl=en&bav=on.2,or.r_gc.r_pw.&biw=1366&bih=497&wrapid=tlif131713187418910&um=1&ie=UTF-8&ncl=d6mgZ9jhZCUXCgMuGZI-DUW1QcQjM&ei=adaBTpPAMI7MsQLqmoiYDw&sa=X&oi=news_result&ct=more-results&resnum=10&ved=0CMsBEKoCMAk

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Filed under Claims, Guest Issues, Health, Insurance, Management And Ownership, Risk Management, Training

Hospitality Industry Marketing Risks: Hotels Are Increasingly Reacting To "Negative" Postings On Social Media Sites As Guests Go "Online" Rather Than To Management

Social media has empowered consumers, forcing companies to be more transparent and responsive. That’s a good thing. But hotels have always been responsive, if not transparent. Lodging a complaint is as simple as marching up to the front desk.

So why is it that some guests, upon encountering an issue, log on to Twitter or Facebook and bring it to the attention of their entire social graph instead of to the one person who can fix it the problem: the manager?

  • Monitor review sites and social networks closely. Even if you aren’t active on them many of your guests likely are.
  • Respond quickly to all feedback, positive or negative.
  • If comments are negative, attempt to take it offline.
  • When responding to negative reviews and commentary, always thank, apologize, explain, invite back and follow-up. No excuses, and no bribes.
  • If guests are still on property, don’t let them leave until you’ve won them over. Convert twerrorists into twadvocates, so to speak.
  • If comments are offensive, abusive or repetitive, you have the option of ignoring them. Tweets have the shelf life of tuna sushi in the desert sun; Facebook wall posts can be deleted. Sanitize, but don’t censor.
  • A social media policy and guidelines will help minimize risks and prepare you to act swiftly to minimize fallout.
  • The more helpful and engaged employees are with guests the more likely guests will be to bring issues to their attention before logging on to Facebook.

For more:  http://www.htrends.com/researcharticle58059.html

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Filed under Guest Issues, Management And Ownership, Risk Management, Technology, Training

Hospitality Industry Health Risks: Hotel Pool Guests Face Outbreaks Of "Acute Gastrointestinal Illness" As "Cryptosporidium" Parasite Proves Chlorine Resistant

Outbreaks of illness related to recreational water exposure have increased substantially in recent years, largely because of the emergence of Cryptosporidium, according to a CDC report.

In the years 2007/2008, 74% of cases of acute gastrointestinal illness associated with recreational water exposure were caused by this parasite, and in all but two of the outbreaks the venue was a treated-water facility such as a chlorinated swimming pool.

The dominance of Cryptosporidium in treated recreational water facilities “is related to its chlorine tolerance, which allows it to survive in properly chlorinated recreational water for longer than ten days,” the agency stated in the Sept. 23 Morbidity and Mortality Weekly Report.

For more:  http://www.medpagetoday.com/InfectiousDisease/PublicHealth/28692

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Filed under Guest Issues, Health, Insurance, Liability, Maintenance, Management And Ownership, Pool And Spa, Risk Management, Training

Hospitality Industry Guest Security Risks: Hotels Must "Reset Factory Codes" On Hotel Safes To Prevent Unauthorized Opening Using "000000"

“…Being able to unlock a hotel safe by entering in all zeros, he said, is pure ‘negligence on the hotel’s part’…. every safe has a factory code, whether it is all zeros or all ones, and it is each hotel’s responsibility to reset this factory code when they take the safe out of the box…”

The hotel safe you use to stash your passport, laptop and other valuables might have a major security flaw, according to a traveler’s YouTube.com video highlighted by Web tracker DailyDot.com.

In his video headlined, “Don’t Trust Your Hotel Room Safe,” traveler “skyrangerpro” shows himself unlocking his hotel room’s safe by entering all zeros.

He was given the “000000” security code by the front desk when he told them he’d forgotten the password he’d previously chosen.

For more:  http://travel.usatoday.com/hotels/post/2011/09/hotel-safe-youtubecom-video-questions-safety/547821/1

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Filed under Guest Issues, Liability, Maintenance, Management And Ownership, Privacy, Technology, Theft, Training