[vimeo https://vimeo.com/96622404 w=500&h=281]
Petra Risk Solutions’ Loss Control Manager, Marco Johnson, offers a P3 Hospitality Risk Report – ‘Front Desk Best Practices’.Â
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 Guest Issues, Hotel Employees, Hotel Industry, Management And Ownership, Risk Management, Training
“…The one-count lawsuit claims the hotel negligently and carelessly failed to provide guests with safe and sanitary rooms; 
failed to take steps, including inspections and extermination, to keep its premises clean and free of infestations; and, among other things, failed to train staff appropriately to recognize signs of bed bugs…”
A woman suffered from bed bug bites after she stayed at a hotel in Calumet Park, according to a lawsuit filed Thursday.
Bridget Flowers rented a hotel room Feb. 14 at the Magnuson Hotel, 12800 S. Ashland Ave., and slept on the bed and used the sheets that the hotel provided, according to the lawsuit filed Thursday in Cook County Circuit Court.
For more:Â http://bit.ly/1gWJaOj
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Filed under Bed Bugs, Claims, Guest Issues, Liability, Maintenance, Management And Ownership, Risk Management, Training
“…’As non-refundable rooms become more prevalent, and I think they will, hotels will more than likely adopt policies such as offering rebooking opportunities for a fee or
a 24-hour grace period for canceling a non-refundable booking,’ says Stephen Barth, hospitality law professor at the University of Houston…”
If you think the airline industry doesn’t do anything right, think again.
A few weeks ago, Brian Crummy had to pay for the same night twice at two different hotels.
The reason: His plans changed, and the rate he’d booked was completely non-refundable and non-changeable, even when he waved his diamond elite card at the receptionist.
“They would not budge,” says Crummy, a sales manager from Gilbert, Ariz. “I feel like the hotels bank on me taking the advance-purchase rate to save money, in hopes that my plans change and they can cash in.”
Are airlines any better? Well, kinda.
For more:Â http://www.usatoday.com/story/travel/hotels/2014/03/31/non-refundable-hotel-room/7127665/
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Filed under Employee Practices, Guest Issues, Hotel Industry, Management And Ownership, Training
“…Creator Dr. Ramsey Saffouri is launching the program in South Florida ahead of a worldwide release. Saffouri demonstrated the broad, 
multilingual medical technology, which he said also has wide diagnostic capabilities, at a press conference at the iconic Delano Hotel on Wednesday…”
Some Miami hotels are teaming up with a program to offer out-of-town guests who are feeling under the weather a convenient way to hook up with a doctor.
If travelers are suffering from anything from an earache to the flu, they can contact the hotel concierge or front desk to co-ordinate a new medical technology platform.
SKYdoc enables a doctor to receive vitals, such as blood pressure, pulse, and EKG reads for non-life threatening illnesses. The technology allows a doctor to communicate in a way that’s similar to Skype one-on-one with their patients 24-hours a day.
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Filed under Employee Practices, Guest Issues, Health, Management And Ownership, Risk Management, Technology, Training
“…’The cookie-cutter in-room experience has to die,’ says internationally recognized keynote speaker Dr. Lalia Rach, associate dean, UW-Stout School of Hospitality Leadership, Menomonie, WI…
‘We’ve talked about customization for a long time now,’ she notes. ‘We’ve talked about the colors of the room changing, about what’s on the walls changing to be more reflective of the person who is in the room. But it’s not just the physical, it’s the intangible.’…”
At the YOTEL New York, a towering robotic arm takes guests’ luggage and stores it in bar-coded storage bins. The Nine Zero Hotel in Boston uses iris-scan technology that opens the door to its presidential suite, while the Hotel EÌclat in Taipei, Taiwan, has toilets with lids that open automatically. The hotel experience is changing, and the future will be here faster than you think. We asked planners, hoteliers, and hospitality experts to make some predictions on what the guest experience will be like; what follows are 20 features that are already here, or will soon be here before you even know it.
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Filed under Guest Issues, Maintenance, Management And Ownership, Technology, Training
“Virginia consumers have every right to expect that agreements will be honored when it comes time for delivery of goods and services,†Herring said.
“I will not tolerate businesses that misrepresent themselves or mislead customers and my office is absolutely committed to protecting Virginia consumers from such practices.â€
RICHMOND, Va. (Legal Newsline) – Virginia Attorney General Mark Herring announced a lawsuit on Friday against the operator of a Henrico County hotel for allegedly violating the Virginia Consumer Protection Act and the state’s bait and switch statute.
GRM Management LLC, the operator of the Richmond Magnuson Grand Hotel and Convention Center, allegedly offered and confirmed room rates for one price but overcharged customers upon check-in or told them their requested room was unavailable.
For more:Â http://legalnewsline.com/news/247135-va-ag-sues-richmond-magnuson-grand-hotel
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Filed under Employee Practices, Employment Practices Liability, Guest Issues, Management And Ownership, Training
“…According to the Washington Lodging Association, there are no universally enforced protocols within the hospitality industry as to smoking marijuana inside the hotels for medical or recreational purposes. 
 Because of this, it is completely up to the hotel owners whether to allow marijuana use in the designated smoking rooms or not…”
With legal recreational pot shops set to open for business at some point in the spring, Seattle City Attorney Pete Holmes and others have been pushing the state to okay places where marijuana tourists in Seattle can smoke up. (So far to no avail.)
Their fear is that our streets will be crowded with tourists smoking in public and annoying everyone, as well as breaking the law against public “display†of weed. The fine is only $27, but the backlash could be bigger with too many puffers wandering around.
But in a state where it is illegal to smoke anything inside or around public places, things can get tricky for these tourists wanting to exercise their newfound freedom in hotel rooms.
“…In New Orleans, Mike E. Cahn III, president of the Greater New Orleans Hotel and Lodging Association security network, says he sends surveillance tapes showing criminal activity to other area hotels, and to the police,
who sometimes put them on YouTube. Recently a man stole a laptop from a conference room, Mr. Cahn said, and within 24 hours, he was recognized from the distributed video footage and apprehended…”
At a poker tournament in Barcelona last September, Jens Kyllönen, a professional player, said that his room at Hotel Arts was broken into and malware was installed on his computer to transmit anything he saw on his screen as he played. Despite video camera systems and electronic key card entry logs, no one was caught.
Although he said he discovered the malware in time, he says he is much more careful now about where he stores his belongings and secures his computer. Hotel Arts declined to comment, saying it was a private event.
His case is just one in what has become a technological cat-and-mouse game between hotels and criminals.
For more: http://www.nytimes.com/2014/01/28/business/with-better-security-technology-hotels-shore-up-blind-spots.html?_r=0
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Filed under Crime, Employee Practices, Guest Issues, Privacy, Technology, Theft, Training
“…Fireplaces, boilers, water heaters, pool-heating equipment, gas-powered tools, barbecues and cooking equipment are the most common types of fossil-fuel-burning equipment found in hotels,†said Todd Seiders, director of risk management at Petra Risk Solutions….” 
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Filed under Claims, Guest Issues, Health, Liability, Maintenance, Pool And Spa, Training
“…There is less of an attachment of what’s in it for me when you’re primarily focused on making somebody feel good about themselves, versus trying to please them. 
The motivation and incentives have to be on a much higher level when you are positioning people in your organization to attempt to please your customers, versus when you have your organization focus on making their customers feel good about themselves through their interactions with the guests…”
If they truly want their customers to be pleased by their hotels’ brand experience.
As I just talked about in my recent three-part article series, which focused on creating a new strategy for enhancing the hotels’ business model performance by decoding the hotel guest experience, I wrote about this crazy notion in part three of the series. (It’s really not about trying to please customers, per se. It’s really more about making them feel good about themselves while they are experiencing your hotel’s brand of hospitality offerings.)
You are really not there to please your customers, as crazy as that may sound. Businesses that make their customers feel good about themselves as a result of their business experience offering don’t have to play that inauthentic game of trying to please people, or try to inspire and motivate their organization to do so either. They are more focused on strategically creating and managing a business experience that generates a strong emotional connection with their customers that fosters positive memories from all the different attributes and qualities of the business experience.
For more: http://www.fivestarcustomerexperiencedesign.com/blog/2013/10/hotel-industry-needs-stop-trying-please-customers/?utm_content=buffer4b0ee&utm_source=buffer&utm_medium=twitter&utm_campaign=Buffer
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January 20, 2014 · 9:43 am
