Category Archives: Training

Hospitality Industry Guest Relations: “Problem Prevention” Is The Key To Customer Satisaction

J.D. Power and Associates continues to observe that high levels of customer satisfaction are dependent on problem prevention, rather than problem resolution. That is not to say that service recovery is not required when a guest experiences a significant problem; however, it is more difficult to achieve the satisfaction level of those guests who don’t experience a problem in the first place, than for guests who experience problems that are eventually resolved.

Across the industry, overall satisfaction is 144 points higher when guests did not experience a significant problem (781), compared with when they did (637). While there is a significant gap in satisfaction among the guests for whom the problem was resolved (705), compared with those for whom the problem remained unresolved (582), satisfaction still falls significantly below that of guests who did not experience a problem in the first place.

While it is possible to so impress and exceed a guest’s expectations during recovery that they are more satisfied after recovery than if they never had a problem, these are rare occurrences.  We certainly would not advocate creating false problems in order to heroically swoop in and solve the problems for guests as a business model, but it does reinforce the important opportunity recovery represents. It makes a statement to guests about your brand and how you value their business.

You might wonder, what are the most frequently occurring problems that guests cite?

Across the industry, the top three problems guests cited are:

  1. Noise
  2. Hotel/room maintenance
  3. Heating ventilation and AC problems

For more:  http://www.hotelnewsnow.com/Articles.aspx/4128/Guest-problems-better-prevented-than-resolved

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

Hospitality Industry Employee Risks: Equal Employment Opportunity Commission (EEOC) Filed A Federal Lawsuit Against Hotel Owners Alleging “Pattern Of Racial Discrimination” In Hiring Hispanics Over Black Applicants

A federal lawsuit filed Thursday by the Equal Employment Opportunity Commission against the owners of an Eastside hotel claims black housekeeping employees were fired after they complained that Hispanic workers were paid more for doing the same work.

The suit, which alleges a pattern of racial discrimination against the hotel’s housekeeping staff and job applicants, also said the black workers were openly told they’d be fired and replaced because Hispanics cleaned better and complained less.

The EEOC filed the suit claiming racial discrimination on behalf of five fired employees of the Hampton Inn, 2311 N. Shadeland Ave., plus a group of black applicants who sought jobs at the hotel.

The EEOC suit also claims the hotel management destroyed employment records sought by the agency going back nearly two years. Incidents in the suit allegedly occurred from September 2008 to June 2009.

The suit seeks back pay and reinstatement for the fired employees, and it seeks unspecified compensation for other blacks denied employment on the basis of their race.

Hotel owners New Indianapolis Hotels LLC and Hement Thacker of Georgia could not be reached for comment. Attorneys in Indianapolis and Georgia, who formerly represented the hotel owner, declined comment.

Though employment records have been destroyed, the EEOC estimated about 30 to 35 applicants sought work at the hotel and may have been denied work based on their race.

For more:  http://www.indystar.com/article/20101001/LOCAL1803/10010388/1003/BUSINESS/EEOC-s-bias-suit-targets-hotel-on-Eastside

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

Hotel Industry Employee Issues: Study Finds That “Front-Line” Employees That Are Envious Of Co-Workers Represent Potential Risk To Guest Relations

“Limiting envy is crucial not just to the success of the employee in his or her career, but it’s crucial to the success of the hotel itself,” said O’Neill. “The success of a hotel lies in how it treats its guests.”

Guest relationships can become collateral damage when hotel employees envy the relationships co-workers have with their bosses, according to an international team of researchers.

In the study of front-line hotel employees — desk staff, food and beverage workers, housekeepers — workers who have poor relationships with their bosses were more likely to envy co-workers with better relationships with supervisors, said John O’Neill, associate professor, School of Hospitality Management, Penn State. The study showed that the envious workers also were less likely to help co-workers or to volunteer for additional duties. The researchers report their findings in the current issue of International Journal of Hospitality Management.

“People who are less envious often go above and beyond their normal job duties to do things like cover for an employee who has gone home to help a sick family member,” said O’Neill. “Conversely workers who are more envious are less willing to perform these additional duties.”

Front-line employees are typically hourly employees who interact directly with guests. Since these employees have personal contact with guests, people staying at hotels become the unintended victims of on-the-job envy, according to O’Neill, who worked with Soo Kim, assistant professor, management and information systems, Montclair State University, and Hyun-Min Cho, tourism policy research division, Culture Contents Center, Republic of Korea.

For more:  http://live.psu.edu/story/48699

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

Hospitality Industry Risk Management: “Premises Liability” Holds Owners And Managers Legally Responsible For Accidents And Injuries And Can Only Mitigated By “Daily Documented Property Inspections” Of Potential Hazards

“Premises liability” holds owners and property managers legally responsible for accidents and injuries that occur on property. Liability will vary depending on the legal rules and principles in place in the state where the premises liability injury occurred.

There are, essentially, three classifications of people on your property:

  • Uninvited trespassers
  • Licensees—those entering with permission for their own purposes
  • Invitees—those entering for the benefit of the owners and occupiers

Your obligations to each will vary, and your duty gradually increases as you move from trespasser to invitee.

Trespassers can be undiscovered or discovered. For an undiscovered trespasser, the obligation is not to willfully cause injury. A discovered trespasser should receive a warning of hazards that are not obvious. This is the same duty you owe a licensee.

The invitee garners the greatest obligation. Here the owner or occupier must act to keep the property in reasonably safe condition and warn the invitee of any latent defects.

For best results, employ and document daily property inspections. Have a plan in place that requires employees to keep an eye out for hazards and a system in place to document compliance with the process.

Nonetheless, injuries on your property can occur. However, liability is not automatic. If you have maintained a diligent inspection process and can document compliance, the claimant will have a difficult time proving that you knew or should have known about the condition causing the injury. This provides an avenue to escape liability.

Other traditional defenses center upon the comparative negligence of the injured person and can take many forms. For example, it includes the provision of warnings that go unheeded. It also includes hazards that are so obvious as not to require warnings, but nonetheless go unnoticed.

For more:  http://www.hotelworldnetwork.com/injuries/premises-liability-take-steps-now-protect-your-hotel

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Filed under Guest Issues, Injuries, Labor Issues, Liability, Maintenance, Management And Ownership, Risk Management, Training

Hospitality Industry Employee Risk Management: IRS And State Agencies Are Set To Increase Scrutiny Of “Misclassification” Of Employees As “Independent Contractors”

As both Federal and State budgets become more strained, the IRS and state tax authorities sharpen their pencils further to extract as much in unpaid taxes possible.  The next target: misclassification of employees as independent contractors. 

Why all the fuss about misclassification?

When workers are classified as employees, employers must pay certain taxes and withhold certain taxes on behalf of taxing authorities from the workers’ pay.  These include:

  • Federal income taxes
  • State income taxes
  • Social Security taxes (both employer-paid and employee withholding)
  • Medicare taxes (both employer-paid and employee withholding);
  • Federal unemployment taxes
  • State unemployment taxes
  • State disability insurance taxes 
  • And more…

In the case of an independent contractor, none of these are due. The hiring company simply pays the agreed upon amount to the independent contractor and they are responsible for paying their own taxes.  It is generally believed that employers are more likely to withhold taxes than independent contractors are to voluntarily pay them.  So by misclassifying, the government is losing the difference between what the employer should have paid in taxes and withheld from the employee and the amount the independent contractor pays when it is due. 

I say “generally believed” because the last comprehensive study undertaken by the IRS to estimate the “misclassification” problem was conducted in 1984.  In 2009, the Treasury Inspector General for Tax Administration (“TIGTA”) issued a report asserting that misclassification is an important and growing problem, but failed to provide an actual estimate to how widespread the problem is currently.  The Joint Committee on Taxation, however, estimates that between 2010 and 2020 addressing the misclassification problem will generate an additional $6.9 billion in tax revenues.

Why does misclassification happen?

Misclassification can occur for a variety of reasons.  Many times it is ignorance of how to properly classify.  In some cases, employers may seek to avoid many of the costs and regulations associated with having employees which are not required with independent contractors. Other times the employee and employer work together and split the difference on the savings from intentional misclassification.  On the whole though, the employer benefits more than the employee, because the lost benefits of being classified as an employee are seldom made whole with any additional increase in pay.

Enforcement against misclassification

In order to address the problem of misclassification, the FY2011 Federal budget includes $25 million for the hiring of 100 new “enforcement personnel” focused on misclassification.  Part of the money will be used for grants to state governments to address the issue.  Earlier this year, the IRS began to conduct random audits of 6,000 businesses over the next three years to determine if they comply with five employment tax-related areas including misclassification. The businesses will be chosen at random.

New laws with stiff penalties in the works

In the Senate, the Employee Misclassification Prevention Act was introduced this year by Senator Sherrod Brown from Ohio and it currently has 8 cosponsors. The law amends the Fair Labor Standards Act (“FLSA”) by requiring every company to keep records of non-employees who perform labor or services and inform all new employees and non-employees of their classification and rights.  The proposed law would also make it unlawful to “fail to classify accurately an employee or non-employee”.  It also includes several punitive provisions, including fines of $1,100 for each violation going up to $5,000 per violation for repeat offenders. 

The law also uses the “stick approach” to coerce state governments to assist in dealing with misclassification by amending their respective state’s unemployment compensation law. The laws must establish auditing programs for companies that act in such a way as to undercount the employees that should be covered under state unemployment compensation coverage and establish penalties for companies that misclassify.  States that do not amend their laws will not be eligible for federal grants for state unemployment compensation funds.  With the current condition of state budgets, it is truly an offer they can’t refuse.

In the House of Representatives a proposed law by the same name was introduced by Representative Lynn Woolsey of California’s 6th district. The bill has 16 cosponsors and is identical to the Senate version.

There are several other bills that address misclassification so it is likely that at least one will become law in the near future.  If your business may be misclassifying it would be prudent to address the issue sooner rather than later.

For more:  http://www.openforum.com/idea-hub/topics/money/article/crackdown-on-misclassification-of-employees-as-independent-contractors-michael-periu

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Filed under Labor Issues, Legislation, Liability, Risk Management, Training

Hotel Industry Risk Management: Hotel Management Must Have Policy For War Veterans Using “Service Dogs” (Video)

[youtube=http://www.youtube.com/watch?v=h7gToiVKY8g]

An Iraq veteran was on the verge of being kicked out of her temporary home, all over her service dog.
KOB Eyewitness News 4 cameras were rolling as police showed up. Retired Army Sergeant Erin Hunt is recovering from post traumatic stress disorder. Helping her is Memphis, a service dog given to her by the non profit “Paws and Stripes.”

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Filed under Guest Issues, Liability, Risk Management, Training

Hotel Industry Pool Safety: Mitch Stoller Of “Safe Kids USA” Speaks On Child Safety At Swimming Pools And Spas (Video)

[youtube=http://www.youtube.com/watch?v=W6B-MB_67j4]

Pool Safely Press Conference – Mitch Stoller, Safe Kids USA

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Filed under Health, Injuries, Pool And Spa, Training

Hotel Industry Health Risk Management: Early Bed Bug Detection Is Critical For Successful Eradication Programs (Video)

[youtube=http://www.youtube.com/watch?v=0OOZ8wBuF0k&feature=channel]

Bedbugs have made a comeback in the US due to increased international travel. Bedbugs can crawl out of a traveler’s suitcases and establish themselves in hotel rooms. A Bedbug problem can be quite expensive. In fact, an outbreak could lead to serious litigation and large settlements and loss of business. Can your property afford it? This program trains your employees to spot bed bugs so they can be caught in the early stages and remediated before a major infestation occurs.

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Filed under Health, Insurance, Liability, Risk Management, Training

Hotel Industry Risk Management: “Optional Linen Service” And Other “Green Programs” Can Help Reduce “Repetitive-Use Injuries” And Chemicals Usage At Hotels

Categories include promoting environmental awareness through new employee training and workshops,  ….waste reduction, energy and water efficiency and air quality as well as green cleaning and housekeeping practices which include optional linen service – who really needs their sheets changed every day? Similar programs in Virginia Beach, Va., and Ocean City, Md., have been embraced by merchants and tourists alike.

The local tourism and hospitality industries have a vested interest in conservation of natural resources. Aside from the money hotels, restaurants and attractions can save reducing, reusing and recycling, preserving the environmental quality of our area preserves tourism itself. The South Carolina Green Alliance, a partnership between the South Carolina Hospitality Association and the state DHEC, is devoted to helping state lodgings, attractions and eateries go green. The program made its debut last year, and although only a handful of local business are listed on the Web site (greenalliance.com), Tom Sponseller, president of the state hospitality association, says that more are coming. “We have another 30 or so restaurants and hotels that will be added. We’ve only been doing this a short time, and the whole process from implementing changes to filling out the application to it being approved through DHEC can be a bit lengthy.”

Part of the process is working with local businesses to implement changes to reduce the large scale impacts the hospitality industry has on the environment. Businesses in the hospitality industry, as well as their suppliers, can go to schospitality.org for an application listing nine categories in which points can be earned. Depending on how many points earned, a Palmetto tree is awarded, with one Palmetto indicating a business has adopted and is beginning to implement a green plan, to three Palmettos, which indicates a high level of eco-initiatives have been adopted and utilized.

While only a small number of local businesses have made it through Green Alliance certification, that doesn’t mean our local hospitality industry isn’t taking the steps necessary to become more eco-friendly. The Myrtle Beach Area Hospitality Association (MBAHA) is working with the state program, and encourages its members to take those important first steps in going green. “Our industry wants to get more involved, and it’s a question of figuring out how to do that,” says Stephen Greene, president of the MBHA. “As a group, we’ve been moving forward, but it takes a lot of time and training,” In cooperation with efforts of the state and local hospitality associations, the Myrtle Beach Area Chamber of Commerce has encouraged its members to go green. As part of its Going Green program, the Chamber works to provide education, resources and support to its members in implementing energy conservation and waste reduction practices.

Read more: http://www.thesunnews.com/2010/09/09/1681777/oily-residue.html#ixzz0zbrCTJX5

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Filed under Green Lodging, Health, Labor Issues, Maintenance, Management And Ownership, Risk Management, Training

Hotel Industry Health Risk Management: Hotel Owners Should Negotiate “Loss Of Attraction” Or “Contingent Business Interruption” Insurance Coverage For Losses Arising From Bed Bug Infestation

“…many hotels have negotiated for “loss of attraction” coverage, which covers the actual loss a hotel might sustain if it had to cancel reservations or was unable to accept bookings due to an infestation.”

State inspectors have the authority to shut down an establishment that poses an "imminent health hazard" involving fire, flood, sewage backup, rodent infestation, bed bug infestation or "any other condition that could endanger the health and safety of guests, employees and the general public."

“I would say both business interruption and to some extent contingent business interruption are two of the most difficult values for a business to assess,” says Craig Lapsley, vice president at Travelers Global Technology.

In evaluating those risks, companies have to consider their earnings, operating expenses and payroll–which is often overlooked but should be included, he says. In addition, companies need to consider how long they could be out of business and how long it could take to get back up and running.

“It’s difficult for insurance professionals, who do it all the time, and it’s extremely confusing for insureds,” Lapsley says.

Whenever there are large losses or catastrophic events, a very large percentage of insureds invariably turn out to be underinsured when it comes to business income, he says.

What makes contingent business interruption particularly tricky to assess is that it involves operations that are outside the company’s direct control. A company’s own operations may be in fine working order, but it may nevertheless suffer a significant loss of business income because of a disruption in the neighborhood, or with one of its suppliers, or with one of its buyers.

 For more:  http://www.riskandinsurance.com/story.jsp?storyId=13708831

 

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Filed under Claims, Health, Insurance, Risk Management, Training