Tag Archives: Solutions

by | November 1, 2013 · 10:36 am

Hospitality Industry Safety Solutions: “Hotel Power Outage Risks” Discussed By Todd Seiders, Director Of Risk Management At Petra Risk Solutions

Hotel Business Newspaper

October 21, 2013 Issue

“Getting Through A Power Outage Is All In The Planning And Prep”

By Nicole Carlino, Associate Editor

For the average household, a prolonged power outage can be a nuisance, but for a hotel, it’s logistically difficult and a potential insurance nightmare.

Todd Seiders Petra Risk SolutionsTodd Seiders, director of risk management, Petra Risk Solutions, a hotel-specific insurance broker, noted that there are three main pitfalls for hotels when it comes to a loss of power: loss of business; guest and employee safety; and food spoilage.

“Policies are cleverly written, and they often don’t cover the first 48 hours of a power outage,” Seiders said, noting that many outages last less than that, which is still long enough for guests to decide to cancel reservations. And, should a guest be hurt, the hotel is the entity they’re going to sue regardless of who is at fault for the outage. As for food spoilage, Seiders said a hotel could lose thousands of dollars if it isn’t properly prepared for power loss.

Preparedness, he said, is the key. Seiders noted that one of the best things a hotel can do is to make sure it has plenty of flashlights on hand for guests and employees.

“If you don’t have some of these basics ready to go, you may never have them during the entire outage,” Seiders said, noting that others often run out to buy the items during the loss.

In addition to making sure necessary items are in-house, hotels need to review their emergency response plan; know what areas of the hotel an emergency generator will power; know the procedure for rescuing guests trapped in elevators; understand how the fire alarm system works in an emergency situation; have a plan for perishable food; and maintain an employee cell phone list. Also, a hotel should know how the key card machine works in an outage.

“You want to be able to get new guests into the rooms,” he said, noting that in many cases, emergency keys have to be prepared prior to a power outage.

“It’s training,” Seiders continued. “Employees have to be trained in things they’re not accustomed to.” He noted this is down to even simple measures, like knowing where the flash- lights are stored. One of the most important things to do, Seiders concluded, is to make sure to power down the building.

“When power comes back on, it surges,” he said. “That can cause all kinds of damage.”

To view this article online: http://www.nxtbook.com/nxtbooks/icd/hotelbusiness_20131021/#/14

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by | June 3, 2013 · 6:26 am

Hospitality Industry Technology Solutions: Hotels Increasingly Targeting “Millennials” With Free Wi-Fi, “Coffeehouse-Like Workspaces” And Unique, Local Food & Amenities

“…Hoteliers and researchers say Millennials, those generally born in the 1980s to the early 2000s, are unique travelers because they want to stay Hotel Technology Solutionsconstantly connected through social media, they want coffeehouse-like spaces where they can work and play, and they want unique and local amenities. They also want it all instantly and in a comfortable, modern setting…”

A survey last year by Boston Consulting Group of 4,000 Millennials ages 16 to 34 and 1,000 non-Millennials ages 35 to 74 found key differences between consumers in both age groups. Millennials value speed and convenience, are more likely to trust advice from peers than people with professional credentials and use technology to connect with more people in real time, the study found.

King says AC Hotels will appeal to those travelers who appreciate design, technology, good lighting and quick, efficient service.  An AC Lounge will have a menu of small plates, cocktails, wines and craft beers. Visitors will be able to book spaces for meetings from their smartphones using Marriott’s Workspace on Demand app. And Wi-Fi will be free throughout the property.

Commune’s Tommie, which will launch in New York in 2015, is unabashedly going after Millennials. Public lounges called Reading Rooms will promote socializing. Guests will be able to check themselves in and dine from a gourmet grab-and-go marketplace. Rates will stay in the mid-$200 range because of the limited services.

For more:  http://www.usatoday.com/story/travel/hotels/2013/06/03/marriott-hotel-brand-millennials/2382003/

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by | May 10, 2013 · 6:44 am

Hospitality Industry Risk Solutions: Hotel Housekeeping Carts Are Now Smaller Leading To Increased Room Security, Less Employee Injuries And Reduction In Amenity And Towel Theft

 “Items are not exposed to people walking through hallways so theft of amenity items or towels is greatly reduced…there’s a safety issue, too…Housekeeping staff would park the larger carts outside and keep the door open while they cleaned…not so with the Hotel Housekeeping Safety & Securitysmaller version…the guest comes back and sees the door wide open (and would) think anyone can get in the room…”

“Linen closets (are now) situated closer to the rooms for easy access, eliminating the need for the larger carts. The housekeeping staff has been more productive with the smaller carts because they can move around more quickly, he says. They’re also less prone to injury as the larger carts were heavy to push around…”

Big, rolling housekeeping carts are disappearing from many hotel hallways, just like the floral polyester linens they used to carry. Hotels say they’re replacing cumbersome carts with smaller ones sometimes akin to golf caddie bags out? of necessity, in addition to convenience and even appearance.

Among those saying goodbye to the hall-blocking carts: The Staybridge Suites Times Square in New York, The Ritz-Carlton in Charlotte and the Renaissance Charlotte SouthPark Hotel.

Hotel general managers say there are a number of reasons why smaller is better.

  • Hotels don’t use duvets and bulky linens anymore, so there’s no need for large carts, they say. Plus, storage space is at a premium, and smaller carts don’t take up much space.
  • The bags are small enough to take into the room and leave the hallways clear and safe. They also don’t nick the walls of elevators and corridors like the large carts did.
  • But more important, the guests prefer them, says Rich Hotter, general manager of the Staybridge Suites Times Square.

For more:  http://www.usatoday.com/story/hotelcheckin/2013/05/10/hotels-housekeeping-carts/2146993/

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by | April 15, 2013 · 7:24 am

Hospitality Industry Employee Solutions: Hotels Benefit From Hiring Workers With “High Levels Of Energy” With Potential For Advancement

“…there are managers at the Clevelander who started as servers. Many of the employees are considered part of the marketing team because they Hotel Employee Satisfactionhelp market the brand and promote products and services. They do so in the way they look, what they wear and how they interact with guests…You need more skills than you used to…years ago you said, ‘Here’s a mop and a bucket.’ Now there is a lot more detail to every job—even targeted chemicals for cleaning. There is better awareness of load lifting because it’s tougher to pick up a thick pillow foam mattress; and housekeepers have to make sure TVs are functioning…”

Geoffrey Mills, managing director of the Crowne Plaza Times Square and chair of the Hotel Association of New York City, said that while half his workforce is 45 years or older, there is only 3% to 4% annual turnover. The biggest challenge for hoteliers, Mills said, is the cost of operations. “We are trying to tighten employee costs,” he said.

Vijay Dandapani, president and COO of Apple Core Hotels, which has five limited-service properties in Manhattan, said it’s more difficult to find entry level jobs in limited service. “But we do represent the potential for advancement,” he said. “We have three people who came in at entry level and are now GMs.”

Costs also are an issue for Dandapani, who said that his real estate taxes are up 100% in the past few years. All of his employees are unionized, he said, adding: “All hotel employees around the world want to be here because of our respect for property rights and the city’s safety.”

At the non-union Clevelander in South Beach, Florida, turnover is an issue because many associates are in college.

“We try to be as flexible as possible with their scheduling, but there is still 56% turnover,” said Annie Borges, director of human resources for the 60-room hotel, which is heavily driven by its food-and-beverage revenue.

“We hire the smile and train the skill,” she said. “You can’t teach people to be nice, but you can teach them to make the bed. They have to be happy and have a high level of energy.”

Borges said that she has worked in hospitality HR in Miami for nearly 20 years and there is always talk of pending unions.

“But they never come to fruition. Perhaps because we aim to establish a pro-employee type of environment,” she said. “The only union hotel on the beach is the Fontainebleau.”

For more:  http://www.hotelnewsnow.com/Articles.aspx/10290/Outside-issues-create-labor-situations

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by | March 25, 2013 · 6:04 am

Hospitality Industry Technology Solutions: New California Hotel Features “Virtual Check-In System” Utilizing Tablets For Reservations And Services; Apple TVs Synch To Guests’ iPhone And iPad Applications

“…virtual hotel check-ins (feature) a Cool Concierge which bypasses the human version of concierge or front desk service…guests use the tablet-system themselves to look up directions, phone numbers, make reservations, check their in-mobile technologyflight status and print boarding passes…(the hotel’s) Smart Check-In also allows guests to bypass the front desk and straight to their rooms using radio frequency technology or RFID, or wireless, non-contact systems…”

A new hotel that heavily favors Apple users — and could alienate their Android market base — has opened steps from the Apple’s brain center in Cupertino, California. All 123 rooms at Starwood Hotels & Resorts’ Aloft Hotels, whose tagline is “style at a steal,” will feature Apple TVs that can sync with guests’ iPhones, iPads or iPod Touch devices and their personal iTunes accounts.

Guests can choose among movie titles from iTunes, connect to Netflix for films, or Hulu for TV shows, and play their personal videos and photos on the in-room’s 42-inch LCD flatscreen TV.

As pointed out by CNET, it’s not the first time a hotel chain has opted to go with Apple TVs for their in-room entertainment. Staybridge Suites in London’s Olympic Village was also outfitted with the small, portable devices which enable guests to access their personal iTunes accounts.

For more:  http://www.hindustantimes.com/Travel/Chunk-HT-UI-TravelSectionPage-TravelStories/Apple-friendly-hotel-with-wireless-check-in-opens-in-Cupertino/Article1-1030447.aspx

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