[vimeo https://vimeo.com/113722566 w=500&h=281]
Petra Risk Solutions’ Loss Control Manager, Matt Karp, offers a P3 Hospitality Risk Report – ‘Preventing Credit Card Fraud at Hotels’.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.
For several years, about half of all local search have been conducted using mobile technology. In the first quarter of 2014, searches on mobile devices surpassed desktop internet searches. 
This suggests that mobile apps are not just a convenience anymore, they are necessary for hotels to remain in business. Customers now expect to find the information for which they search whenever they have to urge to access it
In order for hotels to grow their brand recognition and costumer preference, they need social media to establish a partnership with consumers. This is an ideal opportunity for the hotel industry to increase contact with customers, which aids in brand development based on decisions made according to demand and feedback. While almost all hotels now have websites and at least one social media channel, many have yet to adopt mobile technology. This puts them at risk for being left behind as customers seek lodging sites they can access while on the go. Ensuring that hotel businesses are not only optimized for search engines but also have mobile apps for android and non-android devices is important for brands to remain competitive.
For more:Â http://bit.ly/1BhklVO
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Filed under Hotel Industry, Management And Ownership, Social Media, Technology
Many hotels fail to perform adequate background checks on job applicants before hiring them. In September 2011, a woman staying at a Best Western hotel in Arizona woke up in the middle of the night
to find a man standing over her bed. She says the man raped her. He was a registered level-3 sex offender, according to news reports, but Best Western had hired him as a night clerk and given him a master key to guest rooms, allowing him unfettered access to turn any of its female guests into his next victims
The difference between a hotel room at $75 a night and $750 a night is the view, the extra shampoo, the cost of the pillows, the fluff of the towels. Price is a measure of comfort and service. What must always be the same — at every price — is your security, your safety and cleanliness. Unfortunately, it’s not. Across the country, hotels are skimping on key safety and security measures, and the consequences range from stolen laptops and Peeping Toms to sexual assaults and robbery at gunpoint. More than 125 property crimes are committed in hotels and motels every day, in addition to more than 21 violent crimes (excluding murders).
For more:Â http://wapo.st/1vnfYFb
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Filed under Crime, Guest Issues, Hotel Employees, Hotel Industry, Management And Ownership, Risk Management
Consider the risks involved when an employee travels overseas for work. Courts have often ruled that an injury or illness that an employee suffers while on short term assignment away from home—even if he or she is not working when it occurs—is work-related.
But a basic workers’ compensation policy will probably not cover this type of claim. A foreign workers’ compensation policy will. Although no law requires employers to provide this coverage, you risk paying medical and lost-time costs out of pocket if you do not have coverage and a traveling employee becomes injured.
You might think your workers’ compensation covers all work-related injuries and illnesses. This could prove a costly mistake.
In most cases, workers’ compensation will cover work-related injuries and illnesses. But in certain special circumstances—which might apply to your company—the basic workers’ compensation policy will not provide coverage. This could leave your company on the hook for a costly workers’ compensation claim.
For more:Â http://bit.ly/1ycd3fF
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Filed under Employee Benefits, Hotel Employees, Hotel Industry, Injuries, Insurance, Management And Ownership, Risk Management
Under the ordinance, which took effect last month, motel owners must apply for a conditional use permit to allow any new long-term tenants.
To be granted a permit, the motel must meet requirements such as providing on-site laundry facilities, installing kitchens in every room and having at least 75 rooms.
A recently enacted law that limits how long people can stay at motels in Costa Mesa was illegally designed to target low-income residents, a lawsuit filed against the city alleges.
The Public Law Center, a Santa Ana-based pro bono law firm, sued this week on behalf of a group of residents to block an ordinance adopted last August limiting when motel guests can rent a room for more than 30 days.
For more:Â http://lat.ms/1FHJlDm
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Filed under Crime, Guest Issues, Hotel Industry, Management And Ownership, Risk Management
The APEX workgroup is focused on educating the market on what meeting planners and suppliers can do to help minimize the impact of these poachers, pirates, and new disruptive companies.
Consumer education is another important piece of the puzzle, especially as recent headline-grabbing breaches have made data security top of mind. “It’s important to let people know we cannot control their data if they’re not booking through the official housing agency and the official hotel,†he says.
Room block poaching refers to businesses that actively seek to recruit or divert event attendees away from official room blocks and into other hotel bookings. “This is pervasive,†says Mike Dominguez, senior vice president of corporate sales at MGM Resorts International. “It’s touching everybody now, primarily in the big cities that have larger citywide conventions.â€
Dominguez is part of a workgroup formed by the Convention Industry Council’s Accepted Practices Exchange (APEX) that intends to develop awareness and best practices for minimizing the impact of room block poaching.
The practice isn’t new, but technology has made it easier for accessibility to a customer, Dominguez says. Poachers attack public information, such as exhibitor lists on conference websites.
For more:Â http://bit.ly/1vKaPbs
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Filed under Conferences, Hotel Industry, Management And Ownership, Risk Management
“The hospitality industry plays a critical role in the fight against modern slavery, since many traffickers exploit their victims in hotels and motels,†said Bradley Myles, chief executive officer of Polaris.  
“If we are to truly eradicate human trafficking, it’s absolutely essential that companies like Wyndham take proactive steps to combat this crime at the root while also helping victims rebuild their lives. Polaris applauds Wyndham Hotel Group for integrating a responsible business culture company-wide and for actively taking such a strong stance against human trafficking.â€
Wyndham Hotel Group, the world’s largest hotel company with approximately 7,590 hotels and part of Wyndham Worldwide Corporation (NYSE: WYN), today announced its continued commitment to preventing human trafficking by partnering with Polaris, a leader in the global fight to eradicate modern slavery and restore freedom to survivors.
As part of the joint effort, Wyndham Hotel Group and Polaris are developing comprehensive training and educational tools for hotel owners and franchisees, property-level staff and employees at its corporate offices and call centers to educate them about all aspects of human trafficking.
For more:Â http://bit.ly/1r2xZbX
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Filed under Crime, Guest Issues, Hotel Industry, Management And Ownership, Risk Management, Training
Customers often base their spending behaviors solely on their perception of the service. This is particularly true in the travel industry. 
Quick and efficient check-ins, a welcoming and accommodating staff, honesty and brand reliability are essential. When combined, these ingredients create the ultimate recipe for profitability.
The hospitality industry is thriving, but with that success comes responsibility. Hotel and restaurant owners need good management practices in order to remain relevant and realize sustained profits. Effective management includes overseeing employee satisfaction. Research has shown that there is a direct connection between employee contentment and customer loyalty. This is why it is important to take an interest in each staff member’s happiness.
In an accommodation industry, the key to customer satisfaction is high-quality service. However, employees who are unhappy often lack the motivation to provide such service, which results in disgruntled customers. This trickle-down effect can adversely affect a company’s revenue. Studies have proven that the attitude of an employee is directly related to a customer’s spending. Essentially, happy employees create happy customers.
For more:Â http://bit.ly/1xKit6j
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Filed under Employee Practices, Hotel Employees, Management And Ownership, Risk Management
Hoteliers need to know how the bandwidth is currently being used so they can prioritize different types of usage. Packet inspection equipment can help you figure out if guests are using the Internet
to download movie torrents or to make voice over IP calls, and then you can prioritize and make more bandwidth available for one activity over the other. “You don’t want to overpay for excess bandwidth when it isn’t necessary,â€
Two years ago, BioMarin, a pharmaceutical firm based in San Rafael, Calif., called Inn Marin to book an offsite training session. This wasn’t unusual since the 69-room independent hotel is located eight miles up the road from the company’s headquarters. And with only 35 people attending, the meeting requirements were far from onerous. But there was one last-minute request that nearly caused Inn Marin to lose this booking. BioMarin needed an Internet connection that was six megabits per second (Mbps) or faster to allow 20 desktop computers to log into the corporate server in San Rafael. And the DSL line coming into the hotel was only capable of 1 Mbps down and 1/2 Mbps up. “I just about had a heart attack,†says Inn Marin General Manager Robert Marshall. “That’s when I realized that we couldn’t keep doing business like this.â€
For more:Â http://bit.ly/1p3ciar
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Filed under Guest Issues, Hotel Industry, Management And Ownership, Technology
In the wireless Internet age, guests increasingly expect a personalized experience abroad as well as at home. That can be tough on hotels, as rapid changes in technology make
it difficult and expensive for them to adapt. A few years ago, hotels equipped themselves to handle two mobile devices per guest. Now, guests may have three or more, and just when they thought they had needs covered, hotels have to build more robust networks.
When you receive your morning wake-up call at theWit hotel in Chicago, there’s no robotic voice intoning, “It’s time for your wakeup call.†Instead, you can be rousted by a very different message:
“Hey you dirty rat, this is Al Capone reminding you to get your rotten bones out of that sack. Now get moving—I’ve got an overdue Valentine’s Day gift for Elliot Ness I’ve still got to deliver! [Laughter and gun shots].”
Or perhaps you’d rather hear Muddy Waters. Or Ann Landers. The touchscreen next to the phones in all of the hotel’s 310 rooms lets you choose who will urge you to rise and shine. Touch that same screen to request extra pillows, get a toothbrush or order meals—without ever picking up the phone.
For more:Â http://onforb.es/1uwkOOA
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Filed under Guest Issues, Hotel Industry, Management And Ownership, Social Media, Technology
