Hospitality Industry Risk Management Update: “Reducing the Spread of Contagious Illnesses” (Video)

A supplement to frequent hand washing is to use hand sanitizer.handwashing To encourage use of hand sanitizers by employees and guests, place labeled hand-sanitizer dispensers at the front desk, restaurant areas, back offices, public restrooms, and elevators. Check and refill the dispensers daily.

Winter months bring an increase of cold, influenza, and other communicable illnesses to the workplace. To reduce the spread of germs and cross contamination, housekeeping departments should focus on common contact points.

Sanitize Hard Services. Most hard surfaces, such as doors, drawers, telephone receivers, TV remote controls, light switches, toilet handles, and in-room directories, can be disinfected with a commercial disinfectant cleaner on a daily basis. Returned guestroom keycards should be placed in a separate bin for disinfecting. All guestroom glassware must be thoroughly washed with hot water and detergent—in a dishwasher or three-compartment metal sink—before being placed back into service. Improperly sanitized glassware and utensils can transmit mononucleosis, herpes, E. coli, salmonella, hepatitis A, influenza, and even staph infections. Hotel glassware should never be washed in a guestroom sink.

For more: http://bit.ly/1E0wrBS

And for more on industry best practices, check out the video below from Petra’s own P3 Risk Management Team.

Petra Risk Solutions’ Loss Control Manager, Matt Karp, offers a P3 Hospitality Risk Report – ‘Preventing Norovirus at Your Property’. 

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 Employee Practices, Food Illnesses, Guest Issues, Hotel Employees, Hotel Industry, Hotel Restaurant, Maintenance, Management And Ownership, Risk Management, Training

Hospitality Industry Legal Update: “Veteran Says Hotel Dispute Over Service Dog Led to Arrest”

White suffered a traumatic brain injury and spinal wounds while serving with the U.S. Army in Afghanistanservice animal in 2012 when a 200-pound improvised explosive device detonated near his vehicle. The Wyoming, Mich., resident said he has been on anxiety medication and has been helped greatly by Camo.

A bill making its way through the Legislature may prevent situations like the one Monday night in which a young veteran was arrested at a Bonita Springs hotel after he, his family and his service dog were denied lodging.

Jason White, 34, was arrested at the Best Western following a dispute with the hotel manager and staff over his service dog, Camo. He was charged with battery and destruction of property, the Lee County sheriff’s report said, after he kicked and cracked a television and shoved the hotel manager, Vinit “Vinnie” Patel.

For more: http://newspr.es/1Ej6AHZ

And for more on the do’s and don’ts of service animals, check out the video below from Petra’s own P3 Risk Management Team.

Petra Risk Solutions’ Director of Risk Management, Todd Seiders, offers a P3 Hospitality Risk Report – ‘ADA Service Animals: Do’s and Don’ts’. 

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 ADA, Employee Practices, Guest Issues, Hotel Employees, Hotel Industry, Insurance, Management And Ownership, Risk Management, Training

Hospitality Industry Risk Management Update: “Cyber Security”

Petra Risk Solutions’ Loss Control Manager, Marco Johnson, offers a P3 Hospitality Risk Report – ‘How to Help Protect Your Hotel’s Computer Network and Information Systems’. 

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 Crime, Hotel Employees, Hotel Industry, Management And Ownership, Risk Management, Technology, Training

Hospitality Industry Technology Update: “How to Prepare Your Hotel for Smart Payment Systems”

Biometrics (voice recognition, fingerprint or retina scanning) is quicklysmartpayment becoming another method of user authentication…Actual credit card data is exchanged only within the bank and payment network, not directly tied to the customer’s interaction with the merchant, removing the merchant from handling that data.

By the end of this year, it’s estimated that 70 percent of all credit cards and 40 percent of all debit cards (about 1.1 billion in total) worldwide will be EMV capable. This payment system, also known as chip and pin, adds dynamic data to the transaction stream that renders replay of payment transactions impossible. And since every card contains its own microprocessor chip, EMV (which stands for Europay, MasterCard, and Visa) cards are nearly impossible to counterfeit.

There’s no need for the card to leave the customer’s sight, and there’s no swiping. The credit card number isn’t exposed on a screen. Though not entirely fail-safe, the technology is a global standard and makes transactions hundreds of times more secure. In Europe, which has had EMV for years, reports indicate that card fraud has fallen as much as 60 percent over the last decade, whereas here in the United States, it’s increased about 50 percent over that same time period.

For more: http://bit.ly/1B2Dzwd

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Hospitality Industry Management Update: “Hotel Room Piracy Shows Dramatic Increase”

“There’s no reason anyone should book outside the block, and if you do, we cannot be responsible. When we see 30 rooms held with no name, immediately there’s a red flag.calla lily inn palm springs - 01 Yes, sometimes organizations do that, as they need the rooms, but a red flag goes up nonetheless,” Dominguez added.

Meeting, incentive, convention and exhibition business is under attack by pirates.

To be more specific, event room blocks are increasingly feeling the effects of room block piracy, in which third parties—sometimes thieves out to steal credit card information and sometimes more legitimate sources—effectively funnel attendees away from official host hotels.

The practice results in host hotels having no record of these attendees’ reservations; attendees themselves thinking they made the booking through a legitimate source, and meeting and event planners often having to pay attrition fees for not fulfilling room-block agreements with host hotels.

Suffering are the attendee, who loses money to the pirate; the hotel, which might have replaced “non-bookings” with less-valuable business, and the event planner and event itself, which run the risk of ruined reputations.

For more: http://bit.ly/18uSCWq

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Filed under Conferences, Hotel Industry, Management And Ownership, Risk Management

Hospitality Industry Marketing Update: “5 Low-Cost, Content-Marketing Tips For Hotels”

Information on guestrooms, hotel amenities and features on property are still top of mind for guests arriving to the hotel. When figuring out a content marketing strategy for Hotel Josef and Hotel Maximilian, Amiraux found that guests do want to see information specifichotelmarketing to the properties…Sharing property information on social media is one way to market and showcase the “nuts and bolts” of a hotel. “Any of our social media is leading our guests to our website. We want our content there to be the best (high-res photos, videos, fresh content, etc.),” Amiraux said.

Hoteliers can connect with travelers on a deeper level—without adding much extra cost—by implementing content marketing as a permanent fixture within their marketing strategies, panelists said during a recent webinar.

During the webinar titled “Content marketing 101 for hotels,” hosted by Leonardo, two independent hoteliers discussed low-cost, effective ways to implement content marketing strategies for their respective hotels.

“Content marketing is wonderful because you have relevant content on the Internet that is drawing potential customers straight to your website,” said Adele Gutman, VP of sales, marketing and revenue for Library Hotel Collection. “It’s not that you’re selling to them. They’re finding you because they’re looking for that information.”

Gutman manages content marketing for the collection’s four Manhattan properties in New York City, and because her hotels don’t affiliate with a brand, the marketing budget tends to be smaller. “We have to be more creative,” she said.

For more: http://bit.ly/1ETuM0l

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Filed under Hotel Industry, Management And Ownership, Social Media

Hospitality Industry Risk Management Update: “Employee Theft – Protecting More Than Property”

While hoteliers can take strong steps to reduce employee theft, eliminating it entirely is likely an impossibility.employeetheft The best loss prevention involves good procedures for hiring, training and supervision of employees. And by following a few best practices, employers can limit the potential liability for claims related to employee theft situations and diminish the potential for the insult of an expensive lawsuit on top of the injury of employee theft.

The problem of employee theft in hotels is an age-old problem. Businesses lose billion of dollars each year in employee theft. And hotels, by nature, present numerous opportunities for employee theft from guests and the house. Theft in a hotel can take many forms – from identity theft to credit card fraud to theft of merchandise and guest property. No employer hires an employee thinking that the employee is someday going to steal. Hotels need to take steps to prevent theft and be cautious in taking action against an employee after a suspected theft. Both have practice and legal implications.

Prevention in All Forms

Take a thorough look at your hotel’s security measures and processes. Ensure that your guest room locking systems and room safes meet general industry standards. Review, implement or update employee policies related to 1) package passes to control removal of property from the hotel, 2) lost and found procedures, which should be strictly enforced and 3) guest room access by employees. Consider an audit by a security expert to review your security procedures and protocols – in action.

For more: http://bit.ly/17ySjZz

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Filed under Crime, Employee Practices, Hotel Employees, Hotel Industry, Management And Ownership, Risk Management, Training