Tag Archives: Hotels

by | November 17, 2012 · 7:18 am

Hospitality Industry Theft Risks: Hawaii Hotel Store Shoplifter Steals $2,000 Worth Of Merchandise; Surveillance Cameras Record Theft

A shoplifter brazenly stole more than $2,000 worth of merchandise from a small clothing and jewelry shop in a Waikiki hotel. The whole theft was recorded on surveillance cameras, and the video has been posted online in an effort to nab the suspect.

[youtube=http://www.youtube.com/watch?v=L7CoKibjaDo&feature=youtu.be]

The theft happened Nov. 5 at the Angels By The Sea store at the Waikiki Beach Marriott Hotel. The surveillance video clearly shows a woman looking through some of the clothing. She then removes the clothing from its hanger, rolls it up, and casually puts it in a large bag.

The store’s owner said the woman told the sales clerk a story. According to store owner and designer Nina Thai, the woman claimed to be a jewelry designer from Kauai. “‘I make a lot of jewelry, so I want to have time to take a look so leave me alone,'” Thai said the woman told the clerk.

The store usually has two or three clerks on duty, but Thai said the store was short-handed that day, and only had one clerk at the time. And when that lone clerk was busy with a customer, the shoplifter helped herself to the jewelry.

The store’s management said they discovered the theft because the shoplifter had moved a lot of the jewelry from their usual places. “Because we stay in here more than at home,” said Thai. “So we remember every single item.”

And then they saw the surveillance video, and watched as the woman took earrings, necklaces, pendants, leggings and tops. The haul was the by far the biggest theft in the store’s three-year history.

For more:  http://www.hawaiinewsnow.com/story/20124145/shoplifter-ignores-surveillance-cams-video-now-on-youtube

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by | November 16, 2012 · 8:58 am

Hospitality Industry Security Risks: Major Hotels Increase Review Of Guest Security Processes After Recent Reports On Door Lock Vulnerability

“…An assault on guests or theft of their belongings during a hotel stay can result in a court case…the “reasonable person” test is used to determine the outcome. If hotel owners are made aware of a procedure or item in their property that is not keeping the guest safe, they are required to do what a reasonable person would do under those circumstances. “And if they don’t, they’re negligent…”

Recent media reports scrutinizing the vulnerability of guestroom door locks have brought hotel guest safety issues to the forefront of hoteliers’ minds. As the media and traveling public continue to express their concerns, hotel companies are taking steps to ensure a safe environment for guests.

Marriott International, for example, issued a statement on its website that said the company is in the process of implementing solutions to resolve any issues with door locks that could compromise guest safety.

Reevaluating standards and policies
As hotel management companies and major hotel brands continue to review security processes and implement solutions, there are a few points for hoteliers to keep in mind when it comes to guest safety, according to Fred Del Marva, president of hotel consulting firm Del Marva Corporation.

Guest safety starts at the front desk during the check-in process, Del Marva said. The standard policy throughout the industry is for front-desk employees not to verbally issue guests their room numbers, he said.

For more:  http://www.hotelnewsnow.com/Articles.aspx?ArticleId=9384&par1=z7Vqd2AtHfkNLvAuP25I0Q==&par2=2EAFVJU1Lms7zTjNNV7iNMJVd1wKf1Q9bx5n/Mqpu2K12/66UcXBIn1NuEvyifCh&goback=.gmp_922967.gde_922967_member_186188808

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by | November 13, 2012 · 7:41 am

Hospitality Industry Legal Risks: New Jersey Hotels Sued For "Price Goughing" During Superstorm Sandy; Fines Up To $10,000

“…(the state sued) a Howard Johnson Express in Parsippany…New Jersey law defines price gouging as an “excessive price increase,” or of 10 percent or more, during a declared state of emergency…Businesses sued by the state face penalties of $10,000 for a first offense and $20,000 for a second offense…”

New Jersey accused seven filling stations and a hotel of gouging customers during the state of emergency after Hurricane Sandy by raising prices as much as 59 percent.

The storm last week killed more than 100 people, triggered an almost 14-foot tidal surge, displaced thousands and knocked out power to millions. It crippled mass transit and interrupted supplies of gasoline.

“We warned merchants again and again not to violate the law by taking advantage of people following this catastrophe,” Chiesa said. “The fact that we have these fringe businesses that think that disasters are a profit center is troubling.”

The state Division of Consumer Affairs got 2,000 complaints about price gouging for gasoline, generators, food and lodging, according to Chiesa. About 83 percent involved gas stations, he said. About 4 percent of the state’s 2,400 gas retailers were subject to subpoenas.

For more: http://www.businessweek.com/news/2012-11-09/new-jersey-plans-price-gouging-suits-against-8-businesses

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by | November 10, 2012 · 7:57 am

Hospitality Industry Employee Risks: California Hotel Settles "Sexual Harassment And Retaliation Lawsuit" With EEOC For $195,000

In 2010, a female employee filed the EEOC charge of discrimination alleging that a male supervisor made sexual comments and referenced an image of a sexual nature.  The female employee further alleged that upon reporting the sexual harassment, the male supervisor retaliated against her by issuing written discipline and treating her differently.

DNC Parks & Resorts at Tenaya, Inc. which operates Tenaya Lodge, a hotel and resort near Yosemite National Park in California, will pay $195,000 and furnish other relief to settle a federal charge of sexual harassment and retaliation filed with the U.S. Equal Employment Opportunity Commission (EEOC), the federal agency announced today.

Following an EEOC investigation, the director of EEOC’s Fresno Local Office determined that there was reasonable cause to believe that the female employee was sexually harassed due to her gender, female, and that she was subjected to retaliation for reporting the harassment, a violation of Title VII of the Civil Rights Act.  The EEOC also found reasonable cause to believe that a class of other female employees was also sexually harassed due to gender.  Tenaya Lodge denied the allegations of sexual harassment and retaliation, and the company did not admit to liability while agreeing to settle the matter.

Following the EEOC’s determination, the EEOC entered into a one-year conciliation agreement with Tenaya Lodge and the female employee in question.  The agreement effectively settles the case administratively, thereby avoiding litigation.  The agreement provides for $100,000 in monetary relief for the female employee who filed the EEOC charge.  An additional $95,000 is designated as a class fund for eligible claimants who also encountered sexual harassment and/or retaliation while working at Tenaya Lodge.

Aside from the monetary relief, Tenaya Lodge will provide equal employment opportunity training for all current employees and, thereafter, for all new hires in the language that the employee understands, along with additional training for managerial and human resources staff on how to deal with discrimination, harassment and retaliation.  Tenaya Lodge also agreed to post a notice about the settlement in English and Spanish; to report future instances of discrimination to the EEOC; and to publicize the settlement via press release.

Workers have the right to report sexual harassment or other forms discrimination on the job without negative repercussions,” said Melissa Barrios, director of the EEOC’s Fresno Local Office.  “We commend Tenaya Lodge for working with the Commission to resolve this matter and for agreeing to implement measures to protect their employees from harassment, discrimination and retaliation.”

For more:  http://www.eeoc.gov/eeoc/newsroom/release/11-7-12.cfm

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by | November 9, 2012 · 6:49 am

Hospitality Industry Crime Risks: Tennessee Hotel Rooms Broken Into By "Convicted Burglar" Using "Chiseled Tip Knife" And Keycards Stolen From Cleaning Carts

“…Police said Brown was carrying seven keycards from several hotels as well as knife with a chiseled tip that could be used to defeat locking mechanisms…He told police he had taken the keys from a cleaning cart…”

Police are investigating whether a man who allegedly broke into a hotel room in downtown Nashville had any involvement in ten other similar hotel burglary since January.

Police said the victims were inside their hotel room on the 13th floor of the Renaissance Hotel when 35-year-old Antoun Brown came in and asked where the ice machine was, and then made his way into the bathroom before leaving.

The victims told police they heard someone messing with their door lock before he came inside.

Hotel security apprehended him on the 4th floor and held him until police arrived to take him into custody.

Brown, who is a convicted burglar, was charged with aggravated burglary and possession of a burglary tool.  His bond was set at $13,000.

For more:  http://www.newschannel5.com/story/20040554/man-allegedly-broke-into-downtown-hotel-room

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by | November 8, 2012 · 11:50 am

Hospitality Industry Safety Risks: California Hotel Evacuated As "Carbon Monoxide" Gases From Malfunctioning Boiler Force Ventilation Of Building

A carbon monoxide alarm forced hundreds of guests out of their hotel rooms overnight at the Embassy Suites in Burlingame, near San Francisco International Airport. The hotel’s emergency alarms started sounding around 1 a.m. Thursday morning.

Ralph Gallegos said he didn’t think much of it at first.”At first I thought someone had tripped the alarm,” he said. “About 15 minutes later the police department came on and said we had to evacuate the building.”

“I got out of bed thinking it was a prank and started looking around for some hoodlums so I could give ’em some grief,” said Jim Heller. “Then I looked out the window and saw first responders waving their flashlights at us, so I decided to evacuate.”

Between 400 and 500 people could be seen wrapped in blankets and curled up on benches outside the hotel, trying to get some sleep as emergency crews went in to test for carbon monoxide.

Investigators traced the poisonous gas to a malfunctioning boiler. Fire crews opened windows and doors in most of the hotel rooms to ventilate the building.

For more:  http://www.nbcbayarea.com/news/Hotel-Evacuated-for-Carbon-Monoxide-Gas-177864481.html

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by | November 6, 2012 · 6:56 am

Hospitality Industry Property Risks: Indiana Hotel Fire Caused By "Electrical Malfunction Of Room's Heating Unit"

“…investigators discovered an electrical malfunction in the room’s heating unit…the sprinkler system put the fire out, saving a large portion of the building from catching fire…”

An electrical malfunction forced several occupants of the Fort Wayne Marriott to evacuate after a fire broke out in a second floor room. Fort Wayne firefighters were called to the hotel on East Washington Center Road just after 11:30 Monday night.

According to Fort Wayne Fire Department Battalion Chief Mike Pinkham, the fire was confined to a second floor room on the hotel’s west side.

Fire officials and hotel management didn’t know how many occupants were in that wing of the building, but 12 to 14 rooms were occupied. No one was inside the room where the fire started.

Heavy smoke filled the entire wing on the second floor. Fire alarms sent most occupants outside into frigid temperatures. Pinkham said officers with the Fort Wayne Police Department helped evacuate several occupants while fire crews were arriving.

For more:  http://www.wane.com/dpp/news/local/marriott-hotel-evacuated-after-electrical-fire

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by | November 5, 2012 · 7:10 am

Hospitality Industry Employment Risks: Hotels And Restaurant Groups Begin Limiting Employee Hours To Below 30 Hours Per Week To Avoid Health-Care Law Requirements

Several restaurants, hotels and retailers have started or are preparing to limit schedules of hourly workers to below 30 hours a week. That is the threshold at which large employers in 2014 would have to offer workers a minimum level of insurance or pay a penalty starting at $2,000 for each worker.

The shift is one of the first significant steps by employers to avoid requirements under the health-care law, and whether the trend continues hinges on Tuesday’s election results. Republican presidential nominee Mitt Romney has pledged to overturn the Affordable Care Act, although he would face obstacles doing so.

Pillar Hotels & Resorts this summer began to focus more on hiring part-time workers among its 5,500 employees, after the Supreme Court upheld the health-care overhaul, said Chief Executive Chris Russell. The company has 210 franchise hotels, under the Sheraton, Fairfield Inns, Hampton Inns and Holiday Inns brands.

“The tendency is to say, ‘Let me fill this position with a 40-hour-a-week employee.’ “Mr. Russell said. “I think we have to think differently.”

Pillar offers health insurance to employees who work 32 hours a week or more, but only half take it, and Mr. Russell wants to limit his exposure to rising health-care costs. He said he planned to pursue new segments of the population, such as senior citizens, to find workers willing to accept part-time employment.

He described the shift as a “cultural change” toward hiring more part-timers and not a prohibition against hiring full-timers.

CKE Restaurants Inc., parent of the Carl’s Jr. and Hardee’s burger chains, began two months ago to hire part-time workers to replace full-time employees who left, said Andy Puzder, CEO of the Carpinteria, Calif., company. CKE, which is owned by private-equity firm Apollo Management LP,  offers limited-benefit plans to all restaurant employees, but the federal government won’t allow those policies to be sold starting in 2014 because of low caps on payouts. Mr. Puzder said he has advised Mr. Romney’s campaign on economic issues in an unpaid capacity.

For more:  http://online.wsj.com/article/SB10001424052970204707104578094941709047834.html

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by | November 1, 2012 · 9:21 am

Hospitality Industry Property Risks: Hotels Suffer Extensive "Water Damage" From Hurricane Sandy, Requiring An "Extraordinarily Complicated Repair Process"

“…when it comes to water damage, trust the experts…hotels in New Orleans made it through Katrina and Gustav with clear emergency plans in place. And where there is water, there’s potential for mold.”

“Mold and water damage may be confounding to many hotel managers because it is not something one customarily knows a lot about,”

Hotels in the affected areas felt Hurricane Sandy’s hardest punch Monday night, but as properties from the East Coast to the Midwest deal with storm damage and after-effects, it’s worth it to revisit safety and security procedures for everything from water damage to dealing with irate guests. Here’s a quick roundup of articles from current sources and Hotel Management’s archives to help navigate the storm:

CRISIS COMMUNICATIONS
First off, Eblin Group’s Scott Eblin shares the five tips leaders can glean from New York City’s Mayor Michael Bloomberg about crisis communications. The gist: project quiet confidence, be consistent and frequent, be relevant, make specific requests, and put the team front and center.

Next check out “Crisis situations call for clear communication plans” from the Hotel Management archive.

CLEANING UP
Learn from hoteliers who dealt firsthand with Hurricane Katrina; when it comes to water damage, trust the experts. From “Lessons learned in the Big Easy,” (Hotel Management, 2009) see how hotels in New Orleans made it through Katrina and Gustav with clear emergency plans in place.

And where there is water, there’s potential for mold. Check out the EPA’s list of ten things to know about mold here, as well as resources for flooding and mold remediation. (Scroll to the bottom of the article).

It will take some time to assess flood damage following Hurricane Sandy, but one lesson hoteliers have learned over the years is to hire the experts when it comes to mold damage. As Colin Reed, Gaylord Entertainment’s chairman and CEO, said following the extensive Gaylord Opryland flooding in 2010, “flood damage requires an extraordinarily complicated repair process.”

Not only is the repair process something best left to experts, the legal issues also may be too murky to handle on your own. “Mold and water damage may be confounding to many hotel managers because it is not something one customarily knows a lot about,” said Karen Morris, a lawyer specializing in hotel litigation and Hotel Management’s legal columnist. “The good news is that managers do not need to be even semi-experts in this field. Rather, hire an expert and follow his/her advice concerning frequency of inspections, methods of inspection, and necessary clean up.”

So what about insurance claims? Check out Hotel Management archived articles about contingent business interruption coverage and steps for handling an insurance claim.

For more:  http://www.hotelmanagement.net/property-security-and-safety/what-you-need-to-know-about-cleaning-up-after-sandy

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by | October 31, 2012 · 6:07 am

Hospitality Industry Safety Risks: Hotel Fined $70,000 After Employee Loses Fingers During "Routine Test Of Emergency Generator Equipment"

“…a Toronto Hilton employee saw a leak during a routine test on the hotel’s emergency generator equipment. As he leaned in to get a better look, his hand slipped into a fan. The fan’s blades cut off his fingers…”

A hotel company has been fined $70,000 after one of its workers lost some of his fingers on the job.

Justice of the Peace Kevin Madigan fined Northstar Hospitality GP Inc., which owns the Hilton hotel, for violating the Occupational Health and Safety Act. Northstar Hospitality pleaded guilty for failing to ensure the generator’s parts were guarded.

The court added a 25 per cent surcharge to the fine, which goes toward a provincial government fund for victims of crimes.

For more:  http://www.thestar.com/news/gta/article/1279358–hotel-owner-fined-70-000-after-worker-loses-fingers

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