Category Archives: Training

Hotel Industry Employee Issues: Report Finds “Fraud And Misuse” Of H-2B Guest Worker Program By Hotel Management And Owners

The H-2B program for unskilled non-agricultural migrant workers is one of the nation’s many alien worker programs, and one that, according to a recent Government Accountability Office report, is subject to extensive fraud and abuse.

The H-2B program is both smaller than the H-1B program, for high tech workers, and subject to considerably less attention. In terms of visa issuances, one measure of the size of these programs, there were 44,847 H-2B visas issued in FY 2009, compared to 110,367 H-1B visas. These numbers are from the annual Report of the Visa Office at the State Department.

Since the H-1B program displaces American workers with college degrees, and depresses wages where the high-tech workers are concentrated, it secures a lot more public attention that the H-2B program, which operates at the other end of the labor market, where employers hire landscapers, forest workers, waiters, and other less-skilled workers.

GAO’s report on the troubles with the program are based on a solid foundation; the agency’s auditors found ten closed criminal and civil cases in which courts had decided that employers had misused the program and abused their alien workers. The highlights of these cases, as quoted in the report, are as follows:

Hotel owners forced H-2B workers to work in substandard conditions, confiscated workers’ passports, and threatened workers that they would be sent home in a ‘box’ if they disobeyed orders . . .

Workers from India paid at least $20,000 for H-2B visas to enter the U.S. but were never employed by the construction company . . .

Conspirators fraudulently obtained H-2B certifications from Labor for over 3,800 individuals, leased workers to undisclosed businesses not listed on the visa petitions, [and] defrauded the government of $7.4 million in payroll taxes . . .

The nation would do just fine without any H-2B program at all; the only “cost” would be that some marginal employers would have to increase their wages a bit to attract workers to their jobs.

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

Hotel Industry Technology Issues: Successful Hotels Of Future Must Invest In Mobile Phone And In-Room Technology To Earn Sophisticated Guest Loyalty

To be successful, hotel companies need to spend more on initiatives such as mobile phone booking technology, smart cards, social networking and product innovation in rooms, Deloitte said yesterday at the launch in Dubai of its Hospitality 2015 five-year report on the future of the hotel industry.

  • By 2015 hotel rooms could have floors with built-in sensors that light the way for guests
  • Doors that can be unlocked through mobile phones
  • Alarm clocks that wake guests by increasing the amount of light in their rooms.
  • Guests should be able to text or e-mail their preferences so their rooms are set up to meet their requirements.

 “As an industry we are dreadful at technology,” said Alex Kyriakidis, the global managing partner at Deloitte’s tourism, hospitality and leisure division.

Technology spending in the sector is predicted to rise by just 0.9 per cent a year between 2008 and 2013 in terms of the compound annual growth rate.

“In our industry, of course, the airline is leading,” said Mr Kyriakidis.

“Now the airline has converged the entire experience on to your PDA [personal digital assistant]. With some carriers today you can do everything on your mobile phone from your booking, to your check-in, to boarding at the gate by scanning your mobile phone, all the way through on to your chosen seat on the aircraft.

For more:  http://www.thenational.ae/business/travel-tourism/hotel-industry-urged-to-get-technology-up-to-speed

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

Hotel Industry Security Risks: Connecticut Hotel Pays Damages To Settle Civil Suit Brought By Woman Assaulted In Hotel Garage By A “Drifter” Who “Roamed The Garage For Hours”

The Tresser Boulevard hotel was accused of failing to prevent the 2006 assault in which a drifter roamed the garage for hours

Surveillance cameras in hotels.

before sexually assaulting a woman named in court papers as “Jane Doe.”

The victim claimed Fricker had been in the hotel and garage and acted suspiciously for days leading up to the sexual assault. The lawsuit alleged the hotel security staff failed to notice him or make him leave.

A woman raped at gunpoint in front of her children four years ago in the Stamford Marriott parking garage has settled a civil lawsuit filed against the hotel for an undisclosed amount of money.

Attorneys involved in the lawsuits would not comment about details in the case, which was withdrawn this September and resolved using a private alternative dispute resolution firm.

“It’s been resolved to the satisfaction of both parties and no further comment will be made,” said Donald Derrico, a lawyer representing the Stamford Marriott Hotel and Spa. The Tresser Boulevard hotel was accused of failing to prevent the 2006 assault in which a drifter roamed the garage for hours before sexually assaulting a woman named in court papers as “Jane Doe.”

Gary Fricker, a Danbury native and transient carpenter, was arrested three days after the October 2006 assault and was sentenced a year later to 20 years in prison. Wanted in Florida on arson charges, Fricker roamed the Marriott parking garage looking for victims before targeting a then-40-year-old mother, an arrest affidavit said.

One woman called police after the assault and said a man matching Fricker’s description was following her around the garage about an hour before the attack. A second woman reported her ATM card stolen from the garage that afternoon. Fricker tried to use it later that day, police said.

Authorities say Fricker put a gun to the back of the victim and forced her young children into their minivan, where he raped the woman after trying to rob her. He fled when the woman screamed and a car passed by. He was arrested in White Plains, N.Y., and immediately confessed to the attack.

The civil lawsuit was filed in March 2008, six month after Fricker was sentenced. The victim claimed Fricker had been in the hotel and garage and acted suspiciously for days leading up to the sexual assault. The lawsuit alleged the hotel security staff failed to notice him or make him leave.

The hotel had no security director or internal security policies at the time of the assault, according to a deposition in the case.

More than a year after the lawsuit was filed, controversy erupted over special defenses filed by lawyers hired by the Marriott that claimed the woman was careless, negligent and failed to “exercise due care” for her own safety and for the safety of her children. Attorneys said if the defense wasn’t raised they might have lost a chance to bring it up again in the future.

For more:  http://www.stamfordadvocate.com/news/article/Settlement-reached-in-Marriott-rape-case-860707.php

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Filed under Crime, Guest Issues, Liability, Management And Ownership, Risk Management, Training

Hospitality Industry Guest Satisfaction: Hotel Management Must Instill “Standards Of Excellence” In Guest Service (Video)

[youtube=http://www.youtube.com/watch?v=E-aJ7bxrUg8&feature=mfu_in_order&list=UL]

Videos from AHLEI which highlights the seven elements that show employees how to achieve a new standard of exceptional guest service:

AUTHENTICITY, INTUITION, EMPATHY, CHAMPION, DELIGHT, DELIVERY AND INITIATIVE

[youtube=http://www.youtube.com/watch?v=eieu7b5W1hE&list=ULkGHmSs0DNBQ&playnext=1]

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Filed under Guest Issues, Labor Issues, Management And Ownership, Training

Hospitality Industry Workplace Risk Management: Hotel Owners And Management Can Limit “Sexual Harassment” Liability By Preventing “Hostile Work Environments” And Educating Employees To Report “Unwelcome Sexual Conduct” (Video)

[youtube=http://www.youtube.com/watch?v=po6V_h7w4Nc&feature=mfu_in_order&list=UL]

There are various types of sexual harassment including “hostile work environments”. This video presents employees with scenarios that define sexual harassment and how to effectively recognize and deal with it.

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

Hotel Industry Guest Relations: Hotel Owners Must Invest In Employee Training To Create A “Positive And Egaged” Environment To Retain Guest Satisfation

Make reputation management a priority. Whether your property is a five-star resort or a one-star motel, your guests are evaluating you on how well you communicate and deliver on your brand promise. Subscribe to a social media monitoring tool and start tracking your Market Share of Guest Satisfaction; in the age of social networking, it’s as important as your revPAR index. Formulate a strategy for optimizing your online reputation, set goals, and meet regularly with your social media team to review progress.

Speak up. We would never ignore a guest ranting in our lobby, so why do so few negative reviews receive a response? (7%, according to TripAdvisor). It’s our chance to show the world we care, to thank the guest for feedback, to apologize and explain, and to clear up any misconceptions. On TripAdvisor reviewers can’t reply to hotel responses, so effectively we get the last word. Use it.

Engage. Hotels used to hire mystery shoppers to tell us what we were doing wrong; now our guests do it and pay us for the privilege. User reviews keep us in touch with guests and allow us to reach a mass market we could never hope to reach through our own marketing efforts. Be grateful. Wherever possible, engage writers of negative reviews and try to make amends. With expert handling, our harshest critics can become our most powerful advocates.

Take the high road. If the review is petty or vindictive, there’s no need to stoop to that level; travelers are smart enough to read between the lines. If allegations are false and defamatory, dispute the review with the host site, post a diplomatic response to set the record straight, and let it go. If your property’s reputation is so fragile that one or two bad reviews will devastate your business, you’ve got more issues than bad reviews. Read on.

Create a cycle of positivity. Use guest feedback to justify investments in training, labor, capital upgrades and communications. Improvements will generate positive reviews, which will attract more travelers and in turn will generate incremental revenue, thereby funding more improvements, and so on. The alternative? Ignore feedback and create a cycle of negativity, with the opposite results.

Prevent escalation. If you listen closely, bad reviews are often less about the issue itself than how staff responded when it was brought to their attention. Train employees to prevent on-property issues from escalating to online complaints by listening, empathizing, offering solutions and following up to ensure guests are satisfied. Some issues take time and money to fix; in the meantime, ensure staff are minimizing fallout by expertly managing complaints.

For more:  http://www.hotelnewsresource.com/article50511.html

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Filed under Guest Issues, Labor Issues, Management And Ownership, Training

Hospitality Industry Trends: How Will Hotels And Restaurants Of The Future Improve Their Operations And Profitability? (Video)

[youtube=http://www.youtube.com/watch?v=S9DhCXcL0A4]

Here is an interesting video describing some of the future trends of the hospitality industry, and more specificly hotels and restaurants. 

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Filed under Green Lodging, Guest Issues, Maintenance, Management And Ownership, Technology, Training

Hospitality Industry Sustainability Initiatives: Hotel “Green Initiatives” Are Being Implemented And Maintained Through Training And Management In Spite Of Economic Downturn

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Filed under Green Lodging, Guest Issues, Management And Ownership, Technology, Training

Hotel Industry Employee Issues: Unions Unite To Highlight “Housekeeper Workloads” And Workplace Injuries (Video)

[youtube=http://www.youtube.com/watch?v=nfqf5KoVXRg]

Hyatt housekeepers have been given excessive work loads in cleaning extra rooms to the extent that they are experiencing numerous work injuries. In addition, their exhaustion at the end of the work day is seriously eroding their family lives.

On Nov. 18, 2010 a protest was held at the Hyatt Regency Chicago to draw attention to this. Supporting the housekeepers (members of UNITE HERE Local 1) were some 50 labor and community activists, including CACOSH (Chicago Area Committee on Occupational Safety and Health) Director Emanuel Blackwell who declared “work should not hurt.”

To dramatize the excessive work load of the housekeepers, the protesters marched with mops and buckets up to the entrance of the Hyatt to explain that they were there to help the housekeepers do their work. They were not allowed in. One housekeeper brought some fitted bed sheets as examples for the management to consider instead of the non-fitted sheets the workers are forced to use, causing extra backbreaking work when making beds. When she left the sample sheets at the hotel, management had the police write her a ticket for littering. Length – 7:28. Produced by Labor Beat. Labor Beat is a CAN TV Community Partner. Labor Beat is a non-profit 501(c)(3) member of IBEW 1220.

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

Hotel Industry Health And Safety Issues: Bed Bug Infestations Have Been Reported In All 50 States And Restricted Use Of Pesticides Will Make Eradication Efforts Difficult (Video)

[youtube=http://www.youtube.com/watch?v=qAEavqJS9eI]

Prior to World War I, nearly 30 percent of all homes were infested with bed bugs. Widespread use of pesticides such as DDT all but eradicated bed bugs for nearly 50 years. But with declining use of pesticides and the elimination of DDT, bed bugs have staged a comeback and are reported in all 50 states. There is even an iPhone app that allows users to track bed bug sightings. Dr. Jeffrey Levin of the U.T. Health Science Center at Tyler discusses bed bugs in this post to the U.T. Health Science Center at Tyler’s YouTube Channel.

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