Tag Archives: Hotel Employees

by | January 29, 2014 · 8:30 am

Hospitality Industry Security Risk: “With Better Security Technology, Hotels Shore Up Blind Spots”

“…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,Image 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

Comments Off on Hospitality Industry Security Risk: “With Better Security Technology, Hotels Shore Up Blind Spots”

Filed under Crime, Employee Practices, Guest Issues, Privacy, Technology, Theft, Training

Tagged as , , , , , , , ,

by | January 24, 2014 · 9:27 am

Hospitality Industry Property Risks: “Slaying the Silent Killer, Carbon Monoxide”

“…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….” 20140123_carbonmonoxide_feature

“…Carbon monoxide is a gas, so it’s going to penetrate solids and seep into any open spaces just like cigarette smoke does,” said Stephen Barth, professor of hotel law at the University of Houston and the founder of HospitalityLawyer.com. “The problem is it’s deadly because you can’t see it, taste it or smell it. They call it the silent killer….”

REPORT FROM THE U.S.—Three deaths linked to a faulty pipe that allegedly exposed guests to a lethal dose of carbon monoxide at a Best Western in Boone, North Carolina, have hoteliers stressing the importance of carbon-monoxide safety.

With rare exceptions, hotels all have sources of carbon monoxide, sources said, and without proper installation, maintenance and inspection, hotel owners and managers could be putting their guests at risk.

Comments Off on Hospitality Industry Property Risks: “Slaying the Silent Killer, Carbon Monoxide”

Filed under Claims, Guest Issues, Health, Liability, Maintenance, Pool And Spa, Training

Tagged as , , , , , , ,

by | · 8:33 am

Hospitality Industry Employee Update: “Police Arrest Two of Weld County’s Most Wanted After Hotel Employee Recognized Duo From Photos Aired on News”

“…When the couple tried to check into the Best Western Brighton Inn, 15151 Brighton Road near U.S. 85, an employee recognized them from the photos and immediately called the Brighton Police Department…”Image

“…Montiel and Ureste — who also go by Destiny Lucero and Danny Montiel, respectively — were wanted in Weld County for multiple cases of identity theft, criminal mischief and failure to appear for court dates…”

Police on Wednesday arrested two of Weld County’s most wanted after a vigilant hotel employee recognized the pair from a news broadcast earlier in the evening.

Bianca Montiel, 24, and Christopher Ureste, 25, were arrested on suspicion of entering unlocked vehicles that were parked at day care facilities, stealing credit cards and racking up thousands of dollars in fraudulent charges, said Longmont Police Cmdr. Jeff Satur.

The pair would wait in the parking lot of the centers early in the morning while parents dropped their children off. When parents took the kids inside, the suspects would enter the unlocked vehicles, steal purses and then use credit cards at local retailers.

For more: http://www.greeleytribune.com/news/9875062-113/police-satur-weld-arrest

Comments Off on Hospitality Industry Employee Update: “Police Arrest Two of Weld County’s Most Wanted After Hotel Employee Recognized Duo From Photos Aired on News”

Filed under Crime, Employee Practices, Guest Issues, Management And Ownership, Theft

Tagged as , , , , , ,

Aside

Hospitality Industry Employment Practices Update: “The Hotel Industry Needs To Stop Trying To Please Their Customers!”

“…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. customer serviceThe 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

Comments Off on Hospitality Industry Employment Practices Update: “The Hotel Industry Needs To Stop Trying To Please Their Customers!”

by | January 20, 2014 · 9:43 am
by | January 14, 2014 · 8:47 am

Hospitality Industry Employee Update: “L.A. May Hike Minimum Wage for Hotel Workers to Highest in U.S.”

Image

“Hotel owners and their representatives say a $15 minimum would trigger higher room rates and worker layoffs, as managements struggle to keep costs under control. The owners argue it’s unfair to take a piecemeal approach to pay rules — singling out a few industries or geographic areas.”

Labor leaders hope a proposal that would dramatically raise the minimum wage in Los Angeles for workers at large hotels to roughly $15 an hour will be a step toward pay hikes for other industries.

Members of the City Council expected to propose that large hotels pay their workers $15.37 an hour – more than double the national minimum of $7.25 an hour and push far above California’s rate of $8.

Union leaders want the increase to apply at hotels with 100 rooms or more, saying such a hike would lift housekeepers, busboys and maintenance workers out of poverty and inject much-needed cash into a  languorous local economy.

For more: http://www.latimes.com/local/lanow/la-me-ln-la-minimum-wage-hike-hotel-workers-20140114,0,2611025.story#axzz2qOCybJiD

Comments Off on Hospitality Industry Employee Update: “L.A. May Hike Minimum Wage for Hotel Workers to Highest in U.S.”

Filed under Employee Benefits, Labor Issues, Management And Ownership, Uncategorized

Tagged as , , , , , ,

by | December 30, 2013 · 6:52 am

Hospitality Industry Legal Risks: Pennsylvania Hotel Faces Federal “Sexual Harassment And Retaliation” Lawsuit; Woman Terminated After Making Written And Verbal Complaints

“…the hotel’s assistant manager, told the plaintiff that (the defendant) was telling others that he possessed nude photographs of Vazquez, Hospitality Industry Sexual Harassment Lawsuitssomething the woman denied…(she) met with the hotel’s manager (and asst. manager) in the spring of 2012 to discuss the situation…Vazquez subsequently offered the human resources department a written statement about the harassing conduct…Two days after she submitted her statement, the plaintiff was placed on a five-day suspension…Vazquez was told she was being suspended for voiding a transaction at the front desk when her cash drawer was short, even though the plaintiff claims she was taught to do just that in such a situation when she first started working for the defendant…After returning from her suspension on May 16, 2012, the plaintiff was immediately fired from her job…”

A Philadelphia woman who worked as a front desk agent for the Sheraton Philadelphia Downtown Hotel has filed a federal civil action against the business contending she was fired in retaliation for speaking out about harassing conduct on the part of another worker.

Crystal Vazquez, who was first hired by the defendant in May 2010, maintains that her firing exactly two years later was retribution for the plaintiff complaining about sexual harassment by the hotel’s AT&T specialist, a man identified in the complaint as Ryan Sheridan. Sheridan, who is not listed as a defendant in the litigation, allegedly told hotel employees that he and the plaintiff had been sexually intimate.

Vazquez was out on maternity leave in late December 2011, which is when Sheridan was allegedly making the comments about the supposed intimate nature of his relationship with the plaintiff, the lawsuit states.

“Needless to say, Plaintiff’s termination was a direct result of her complaints regarding sexual harassment,” the complaint reads. The lawsuit accuses the hotel of violating the Civil Rights Act and the Pennsylvania Human Relations Act.

For more: http://pennrecord.com/news/12512-sheraton-phila-downtown-hotel-named-in-federal-civil-rights-claim-tied-to-wrongful-firing-of-front-desk-agent

Comments Off on Hospitality Industry Legal Risks: Pennsylvania Hotel Faces Federal “Sexual Harassment And Retaliation” Lawsuit; Woman Terminated After Making Written And Verbal Complaints

Filed under Employment Practices Liability, Labor Issues, Liability, Management And Ownership

Tagged as , , , , , ,

by | December 13, 2013 · 12:06 pm

Hospitality Industry Employment Risks: Florida Hotel Settles Federal “Wage Violation” Investigation For $30,000 In Back Pay; Failed To Maintain Accurate Payroll Records

“Even when an employer contracts with a payroll service company, as this one did, the employer is required by federal labor laws to record and Hospitality Industry Wage Violation Lawsuitsmaintain accurate records of hours worked by employees. The employer is responsible for submitting accurate data for the preparation of employees’ paychecks,” said James Schmidt, director of the Wage and Hour Division’s Tampa District Office. “It is illegal for an employer to falsify the number of hours worked by employees.”

The division has noticed the noncompliance in the hospitality industry and is concentrating its resources on investigating and remedying violations, informing workers of their rights and providing compliance assistance to employers. Since 2009, the division has concluded nearly 5,100 cases involving hotel and motel employers, resulting in more than $16.1 million in back wages for more than 30,000 workers nationwide.

Olympia Development Group LLC, doing business as Safety Harbor Resort and Spa in Tampa, has paid 37 employees $30,786 in back wages after an investigation by the Wage and Hour Division of the U.S. Department of Labor identified violations at the resort of the Fair Labor Standards Act’s overtime, minimum wage and record-keeping provisions.

The investigation disclosed that management changed employees’ time records, removing hours they had worked before and after their scheduled shifts, and deducting meal breaks, regardless of whether those breaks had actually been taken. These deductions from employees’ timecards, in addition to violating record-keeping provisions, resulted in both minimum wage and overtime violations when hours worked went unpaid.     Additionally, tipped employees were paid in violation of FLSA minimum wage requirements when, in addition to their direct cash wages they received from the employer, they did not collect enough in tips to earn minimum wage, yet the employer failed to make up the difference. Tipped employees were also paid in violation of FLSA overtime requirements when their overtime rates were based on time and one-half their direct cash wages rather than the full minimum wage of $7.25 per hour.

The employer has paid all the back wages found due and has agreed to comply with the FLSA in the future.

The FLSA requires that covered, nonexempt employees be paid at least the federal minimum wage of $7.25 per hour, as well as time and one-half their regular rates of pay for hours worked over 40 per week. In general, hours worked includes all time an employee must be on duty, or on the employer’s premises or at any other prescribed place of work, from the beginning of the first principal work activity to the end of the last principal activity of the workday. Additionally, the law requires that accurate records of employee’s wages, hours and other conditions of employment be maintained.

The Wage and Hour Division’s Tampa District Office can be reached at 813-288-1242. Information on the FLSA and other federal labor laws is available by calling the division’s toll-free helpline at 866-4US-WAGE (487-9243) or by visiting http://www.dol.gov/whd.

For more: http://www.dol.gov/whd/media/press/whdpressVB3.asp?pressdoc=Southeast/20131210.xml

Comments Off on Hospitality Industry Employment Risks: Florida Hotel Settles Federal “Wage Violation” Investigation For $30,000 In Back Pay; Failed To Maintain Accurate Payroll Records

Filed under Employment Practices Liability, Labor Issues, Liability, Maintenance, Management And Ownership, Risk Management

Tagged as , , , , , , , ,

by | December 7, 2013 · 2:35 pm

Hospitality Industry Risk Solutions: Hotels Benefit From Online “Digital Suggestion Boxes” Allowing Workers To Upload “Great Ideas” That “Manifest Their Visions” Of A Better Workplace

“…Last year, hotel company Kimpton, which operates 50 boutique hotels nationwide, launched a “Great Ideas Board” website where employees Hospitality Employee Solutionscan upload suggestions and brainstorms at any time, from anywhere. Co-workers are able to log on and build on those suggestions. Steve Pinetti, Kimpton’s senior vice president of inspiration and creativity, started the concept to get employees brainstorming together. Either he or the appropriate division head provides a response to every post within 48 hours…”

The physical suggestion box has gone digital, creating new opportunity for workplace communication. From phone applications to websites to intranet portals and blogs, businesses are replacing paper communication with an online format where employees can manifest their visions and ideas.

“Companies have discovered that the ability to let their employees give ideas and share information is critical,” said Leslie Caccamese, director of strategic marketing and research with Great Place to Work. With employees often dispersed in multiple locations, leaders are turning to technology to encourage innovative ideas and help transmit them to the key decision-makers within the company. The companies that land on the Best Places to Work lists are those that have a foundation of communication, and increasingly, electronic suggestion boxes are part of their programs, she said.

Research shows employees want to have their say on issues or problems that arise in the workplace. On an informal basis, some 54 percent of employees make suggestions to their bosses at least 20 times a year, according to a recent survey by Right Management, an international career and outplacement consultancy. But without a formal system to submit ideas and respond, only a small number of those suggestions turn into results.

Read more here: http://www.charlotteobserver.com/2013/12/06/4524967/employee-suggestion-boxes-move.html#storylink=cpy

Comments Off on Hospitality Industry Risk Solutions: Hotels Benefit From Online “Digital Suggestion Boxes” Allowing Workers To Upload “Great Ideas” That “Manifest Their Visions” Of A Better Workplace

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

Tagged as , , , , , ,

Image

Hospitality Industry Employment Solutions: “Gratuity Guide” Released By American Hotel & Lodging Association

Gratuity Guide_R2(1)-page-001

http://www.ahla.com/

2 Comments

by | November 27, 2013 · 9:36 am
by | November 20, 2013 · 7:12 am

Hospitality Industry Legal Risks: California Hotels Settle Federal “Wage Violation” Investigation For $60,000; Management Used Separate Payrolls For 53 Workers To Avoid Overtime Pay

Investigators determined that Miracle Springs Resort and Spa, and the nearby Desert Hot Springs Spa and Hotel, were under the same Hospitality Industry Wage Violation Lawsuitsmanagement, but they recorded employee hours on separate payrolls. When the affected employees’ hours were combined, the hours often totaled more than 40 per week, entitling the employees to overtime compensation for hours worked beyond 40 per week. Additionally, the employer would automatically deduct a 30-minute lunch break from some employees’ work hours, even when employees did not take the break.

The hotel Miracle Springs Resort and Spa of Desert Hot Springs has agreed to pay $59,790 in back wages to 53 employees, including maintenance and housekeeping employees, following an investigation by the U.S. Department of Labor’s Wage and Hour Division. The investigation found violations of the overtime provision of the Fair Labor Standards Act.

“Hotel owners and operators must ensure that their employees are properly compensated for all work hours,” said Kenneth Morrison, director of the Wage and Hour Division’s San Diego District Office. “We are pleased that these workers will be paid their rightful overtime wages and that the employer has agreed to make the appropriate changes to prevent future FLSA violations.”

The employer, along with paying the full back wages to the affected employees, will maintain future FLSA compliance by agreeing to combine the hours for employees who work at both hotel locations. The employer will deduct lunch breaks only when employees take the 30-minute break.

The hotel and motel industry employs many low-wage workers who, due to a lack of knowledge of the law or an unwillingness to exercise their rights, are vulnerable to disparate treatment and labor violations. The Wage and Hour Division is concerned about the noncompliance in this industry and is concentrating its resources on identifying and remedying violations, informing workers of their rights and providing compliance assistance to employers.

For more: http://www.dol.gov/whd/media/press/whdpressVB3.asp?pressdoc=Western/20131118.xml

Comments Off on Hospitality Industry Legal Risks: California Hotels Settle Federal “Wage Violation” Investigation For $60,000; Management Used Separate Payrolls For 53 Workers To Avoid Overtime Pay

Filed under Employment Practices Liability, Labor Issues, Liability, Management And Ownership

Tagged as , , , , , , ,