by Ida |
November 25, 2014 · 9:37 am
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. â€œItâ€™s important to let people know we cannot control their data if theyâ€™re not booking through the official housing agency and the official hotel,â€ 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. â€œThis is pervasive,â€ says Mike Dominguez, senior vice president of corporate sales at MGM Resorts International. â€œItâ€™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 Councilâ€™s Accepted Practices Exchange (APEX) that intends to develop awareness and best practices for minimizing the impact of room block poaching.
The practice isnâ€™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
Filed under Conferences, Hotel Industry, Management And Ownership, Risk Management
Tagged as Credit Cards, Crime, Cybercrime, Cybersecurity, Employees, Guest Safety, Hospitality, Hospitality Industry, Hospitality Lawyer, Hotel Employees, Hotel Guest, Hotel Safety, Hotel Security, Hotels, Legal Issues, Lodging Magazine, Managing Risk, Mobile Technology, Motels, Petra Risk Solutions, Risk Management, Room block, Security, Technology, Training
by Ida |
November 24, 2014 · 9:43 am
â€œThe hospitality industry plays a critical role in the fight against modern slavery, since many traffickers exploit their victims in hotels and motels,â€ said Bradley Myles, chief executive officer of Polaris. Â â€œIf we are to truly eradicate human trafficking, itâ€™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 worldâ€™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
Filed under Crime, Guest Issues, Hotel Industry, Management And Ownership, Risk Management, Training
Tagged as Arrest, Crime, Employees, Guest Safety, Health Hazards, Hospitality, Hospitality Industry, Hotel Employees, Hotel Guest, Hotel Safety, Hotel Security, Hotels, Housekeepers, Human Trafficking, Lawsuits, Legal Issues, Legal Risks, Liability, Managing Risk, Motels, Petra Risk Solutions, Polaris, Restaurant Employees, Risk Management, Security, Slavery, Surveillance, Training, Wyndham Hotel Group
by Ida |
November 21, 2014 · 10:34 am
Customers often base their spending behaviors solely on their perception of the service. This is particularly true in the travel industry.Â Quick and efficient check-ins, a welcoming and accommodating staff, honesty and brand reliability areÂ 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 toÂ remain relevant and realize sustained profits. Effective management includes overseeing employee satisfaction. Research has shown that there is aÂ direct connection between employee contentment and customer loyalty. This is why it is important to take an interest in each staff memberâ€™s happiness.
In an accommodation industry, the key to customer satisfaction is high-quality service. However, employees who are unhappy often lack the motivationÂ to provide such service, which results in disgruntled customers. This trickle-down effect can adversely affect a companyâ€™s revenue. Studies have provenÂ that the attitude of an employee is directly related to a customerâ€™s spending. Essentially, happy employees create happy customers.
For more:Â http://bit.ly/1xKit6j
Filed under Employee Practices, Hotel Employees, Management And Ownership, Risk Management
Tagged as Business Marketing, Customer Service, Employees, Guest Reviews, Hospitality, Hospitality Industry, Hospitality Lawyer, Hotel Employees, Hotel Guest, Hotel Management, Hotel Managers Group, Hotel Safety, Hotel Security, hotel workers, hoteliers, Hotels, Housekeepers, Insurance, Legal Issues, Managing Risk, Mobile Technology, Motels, Online Reviews, Petra Risk Solutions, Property Marketing, Restaurant Employees, Restaurants, Risk Management, Social Media, Tourism, Training, Travel Industry
by Ida |
November 20, 2014 · 10:30 am
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. â€œYou donâ€™t want to overpay for excess bandwidth when it isnâ€™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 wasnâ€™t unusual since the 69-room independent hotel is located eight miles up the road from the companyâ€™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. â€œI just about had a heart attack,â€ says Inn Marin General Manager Robert Marshall. â€œThatâ€™s when I realized that we couldnâ€™t keep doing business like this.â€
For more:Â http://bit.ly/1p3ciar
Filed under Guest Issues, Hotel Industry, Management And Ownership, Technology
Tagged as Bandwidth, Business Marketing, Cybercrime, Cybersecurity, Employees, Hospitality, Hospitality Industry, Hotel Employees, Hotel Guest, Hotel Internet, Hotel Security, Hotel Technology, Hotels, Legal Issues, Legal Risks, Managing Risk, Marketing, Marketing Manager, Mobile Technology, Motels, Petra Risk Solutions, Restaurant Employees, Restaurants, Risk, Risk Management, Security, Surveillance, Technology, WiFi
by Ida |
November 19, 2014 · 9:48 am
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, thereâ€™s no robotic voice intoning, â€œItâ€™s time for your wakeup call.â€ 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 movingâ€”Iâ€™ve got an overdue Valentineâ€™s Day gift for Elliot Ness Iâ€™ve still got to deliver! [Laughter and gun shots].”
Or perhaps youâ€™d rather hear Muddy Waters. Or Ann Landers. The touchscreen next to the phones in all of the hotelâ€™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 mealsâ€”without ever picking up the phone.
For more:Â http://onforb.es/1uwkOOA
Filed under Guest Issues, Hotel Industry, Management And Ownership, Social Media, Technology
Tagged as Cybercrime, Cybersecurity, Data Privacy, Data Security, Employees, Forbes, Hospitality, Hospitality Industry, Hospitality Lawyer, Hotel Employees, Hotel Guest, Hotel Internet, Hotel Technology, Hotels, Housekeepers, Managing Risk, Mobile Technology, Motels, Petra Risk Solutions, Restaurants, Risk, Risk Management, Security, Technology, WiFi
by Ida |
November 18, 2014 · 10:06 am
At a Crowne Plaza hotel, the maid collected all the used drinking glasses, put them into the sink, and turned on the water. Then she gathered all the dirty towels from the bathroom floor, held onto one, and used it to help dry the cups.Â The Crowne Plaza maid then used the same towel to wipe down the countertop, the toilet and the bathtub. She never used soap on anything, but she did return to spray the room with air freshener.
When you check into a hotel room, you assume the maid has cleaned everything, including changing the sheets and disinfecting the bathroom. But a hidden camera investigation revealed that may not always be the case.
The Rossen Reports team booked rooms for two nights at some of the most popular hotel chains and rigged them with cameras (all three of the hotels were in northeastern New Jersey). In each case they put soda in the glasses, threw towels on the bathroom floors and made the rooms looked used before calling to have housekeeping make them up, as well as prominently displaying the card requesting that all linens be changed.
For more: http://on.today.com/1ur6PcG
Filed under Employee Practices, Guest Issues, Hotel Employees, Hotel Industry, Management And Ownership, Risk Management, Training
Tagged as Bed Bugs, Crowne Plaza Hotel, Employees, Guest Safety, Health Hazards, Hilton Worldwide, Hospitality, Hospitality Industry, Hospitality Lawyer, Hospitality Risk Solutions, hotel chains, Hotel Employees, Hotel Guest, Hotel Housekeeping, Hotel Room, hotel workers, Hotels, Housekeepers, Housekeeping, Housekeeping Jobs, Illnesses, Legal Issues, Legal Risks, maid, Managing Risk, Motels, NBC, Petra Risk Solutions, Risk, Risk Management, Training
by Ida |
November 17, 2014 · 9:30 am
Whatever the cost, hoteliers are advised to take certain precautions. â€œComplacencyâ€ is dangerous, Schoshinski said, adding that hoteliers should update security protection plans periodically…Despite such resources and other preventative measures in the hotel industry, â€œthe bad guys are getting smarter,â€ Cividanes said. â€œThe bad guys are watching what you do.
Data security breaches, a hot topic at last yearâ€™s Hotel & Lodging Legal Summit, took center stage again at the 2014 conference as the No. 1 topic that keeps hospitality lawyers â€œawake at night,â€ said Robert Lannan, program co-chair and principal of Lannan Legal PLLC.
His opening remarks mentioned several headline-making cases, including breaches at Target, Home Depot and White Lodging, where it was revealed in January 2013 that attackers allegedly collected customer credit and debit card numbers, security codes, card expiration dates and other personal information from guests who had stayed at 14 hotels.
For more: http://bit.ly/1zwrVIk
Filed under Crime, Guest Issues, Hotel Industry, Management And Ownership, Risk Management, Technology, Theft
Tagged as American Hotel & Lodging Association, Arrest, Credit Cards, Crime, Cyber Security, Cybercrime, Cybersecurity, Data Privacy, Data Security, Employees, Guest Safety, Hospitality, Hospitality Industry, Hospitality Lawyer, Hotel & Lodging Legal Summit, Hotel Employees, Hotel Guest, Hotel News Now, Hotel Security, hotel workers, Hotels, Internet Security, Lawsuits, Legal Issues, Legal Risks, Liability, Managing Risk, Mobile Technology, Motels, Petra Risk Solutions, preventative measures, Restaurants, Risk Management, Security, Surveillance, Technology, Theft
by Ida |
November 14, 2014 · 9:45 am
In terms of attracting and hiring millennials, employers should be mindful that this is a generation that fully embraces technology. Thus, job descriptions should always be listed online, and posts should be creative and convey sufficient information about a companyâ€™s culture and career path opportunities.Â Millennials seek employment where they perceive they will be doing meaningful work, and care a great deal about the environment and sustainability. They are the most ethnically diverse workforce to date. In terms of motivation and training, millennials seek constant feedback, and prefer to be coached rather than managed.
Generation Y, commonly referred to as â€œmillennials,â€ comprise the roughly 80 million people who were born between 1976 and 2001. A great deal has been written about this unique generation that has grown up immersed in a world of technology and social media: they are frequently stereotyped as self-involved with a strong sense of entitlement, coddled, and even labeled â€œGeneration me.â€ Regardless of whether these frequently bandied about assertions are true, in the next few years, millennials will make up approximately 40% of the U.S. population.
In the hospitality industry, this means not only tailoring and reshaping services to accommodate millennials, but also recognizing that an increasing percentage of hotel and restaurant employees are currently, or will be, part of this generation. Notwithstanding the likelihood that millennials will flock to this robust, growing industry, it only makes sense that hotel and restaurant employers would be actively looking to hire employees who mirror their customer base.
For more:Â http://bit.ly/11o4GoL
Filed under Hotel Employees, Hotel Industry, Management And Ownership, Training
Tagged as Continuing Education, Diversity, Employees, Generation Y, Hospitality, Hospitality Industry, Hospitality Lawyer, Hospitality Management, Hotel Employees, Hotel Guest, Hotel Safety, Hotel Security, hotel workers, Hotels, Housekeepers, Job Security, Legal Issues, Managing Risk, Millennials, Motels, Petra Risk Solutions, Restaurant Employees, Restaurants, Risk Management, Security, Social Media, Training
by Ida |
November 13, 2014 · 9:34 am
Labor cost is a major expense item throughout all operated and undistributed departments within a hotel. Not surprisingly, the labor-intensive rooms and food and beverage departments have the highest labor cost ratios. In 2013, labor costs represented 61.1 percent of total expenses in the rooms department and 59.6 percent in the food and beverage department. At the other end of the spectrum, labor costs are less pervasive in the administrative and general (48.8 percent) and maintenance (51.5 percent) departments.
As revenues continue to grow for most U.S. hotels, the combined cost of salaries, wages, bonuses, and payroll-related expenditures has declined as a percent of total hotel revenue. In 2013, labor costs represented 32.3 percent of total revenue, down from a high of 34.8 percent in 2009 but still above the long-run average of 31.2 percent. Labor costs measured as a percent of total revenue run from a high of roughly 35 percent at convention and resort hotels to a low of 22 percent at limited-service and extended-stay properties.
Strong growth in revenue, however, has the potential to mask the struggles hotel managers face to control labor costs. Therefore, it is important to also measure movements in labor costs relative to changes in other hotel operating expenses. While labor cost as a percent of revenue has declined significantly in recent years, labor cost measured as a percent of total expenses has remained relatively constant.
For more:Â http://bit.ly/111qTYD
Filed under Employee Benefits, Finances, Hotel Industry, Management And Ownership
Tagged as Employee Benefits, Employees, Hospitable, Hospitality, Hospitality Industry, Hospitality Lawyer, Hotel, Hotel Employees, Hotel Security, hotel workers, Hotels, Housekeepers, Insurance, Labor Costs, Legal Issues, Lodging Industry, Lodging Magazine, Market Reports, Motels, Petra Risk Solutions, Restaurant Employees, Restaurants, Salaries, Wages
by Ida |
November 12, 2014 · 9:42 am
Safeguarding against such an attack can be difficult for hotel guests. The best defense is to double check update alerts that pop up on your computer during a stay in a hotel. Go to the software vendorâ€™s site directly to see if an update has been posted and download it directly from there. Though, of course, this wonâ€™t help if the attackers are able to redirect your machine to a malicious download site
A hacking campaign known as Darkhotel has been deployed by Hackers to steal sensitive information from business executives, security researchers have revealed.
How it happened is that the sophisticated attackers had been lurking on the hotelâ€™s network for days waiting for him to check in. They uploaded their malware to the hotelâ€™s server days before then deleted it from the hotel network days after.
For more:Â http://bit.ly/1B9M6jS
Filed under Crime, Guest Issues, Hotel Industry, Risk Management, Technology
Tagged as Arrest, Computer Security, Credit Cards, Crime, Cyber Crime, Cybercrime, Cybersecurity, Employees, Guest Safety, Hackers, Hospitable, Hospitality, Hospitality Industry, Hospitality Lawyer, Hotel Guest, Hotel Guests, hotel network, Hotel Safety, Hotel Security, Hotels, Lawsuits, Legal Issues, Legal Risks, Liability, Management of Risk, Mobile Technology, Motels, Petra Risk Solutions, Risk, Risk Management, Security, software vendor, Technology, Theft