Author Archives: Ida

by | December 23, 2010 · 7:59 am

Hospitality Industry Technology: Hotel Management Must Look To Increase Service To Improve Guest Satisfaction Via Cell Phone Applications Such As “E-Butler”

The E-Butler program is actually a mobile app that is available from the iTunes app store for free.

  • Guests can download it prior to arriving at the hotel and then once they arrive
  • They can start communicating electronically with their butler.
  • The app also features an “Insider’s Guide” from New York’s various personalities such as Vogue’s André Leon Talley, fashion designer Jason Wu, chef Alain Ducasse, architect David Rockwell and the Village Voice’s Michael Musto.
  • They comment their favorite shops, restaurants and city landmarks
  • If the guest wants to book one of these recommendations, they can do so directly through the E-Butler.

While the app is available to all to download, there are some restrictions accessing the butler–namely the app prompts all guests to enter their passcode, name, email and room number.

For more:  http://www.hotelchatter.com/story/2010/12/21/17165/533/hotels/ButlerLeaks_Messages_from_the_St_Regis_New_York_s_E_Butler

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by | December 21, 2010 · 5:23 pm

Hospitality Industry Information Security Risk: Study Finds Indentity Fraud Increased by 12% In 2009 To $54 Billion

Javelin Strategy & Research, a group that does studies on identity theft and fraud, released its 2010 Identity Fraud Survey Report toward the beginning of the year. It found that the top two types of personal identification being compromised in a data breach were:
  • Victim’s full name (63%)
  • Physical address (37 percent).
  • Social Security numbers being compromised in data breaches decreased from 38 percent in 2008 to 32 percent in 2009.

It also reported that the number of identity fraud victims in the United States had increased by 12 percent to 11.1 million adults in 2009, the annual fraud amount increased by 12.5 percent to $54 billion.

But the study also found that an increasing number of consumers are fighting back against identity theft and taking necessary precautions to preserve their personal information.

The average fraud resolution time dropped 30 percent to 21 hours, and nearly half of all victims were reported to have filed police reports that ended up doubling the reported arrests, tripling the prosecutions, and doubling the percentage of convictions in 2009.

“The 2010 Identity Fraud Survey Report shows that fraud increased for the second straight year and is at the highest rate since Javelin began this report in 2003,” said James Van Dyke, president and founder of Javelin Strategy & Research.

“The good news is consumers are getting more aggressive in monitoring, detecting and preventing fraud with the help of technology and partnerships with financial institutions, government agencies and resolution services.”

Javelin researchers believe the increase in fraud is due in part to the economic downturn, when historically fraud increases.

Robert Siciliano, a researcher with McAfee Inc., identified the top 10 riskiest places for people to lose their Social Security numbers, with colleges and universities coming in at number one. Banking and financial institutions were second and hospitals were third.

According to identitytheftlabs.com, younger adults and small business owners tend to be the victims of identity theft because they often engage in “risky activities” that can lead to them being victimized more frequently.

Read more: The Daily Home – Fight back against identity theft

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by | December 20, 2010 · 6:24 am

Hospitality Industry Guest Room Security: Hotels Are Deploying New Technology For In-Room Guest Security And Satisfaction (Video)

[youtube=http://www.youtube.com/watch?v=0s1EOY8P__4&feature=mfu_in_order&list=UL]

David Heckaman, VP of Mandarin Oriental Hotel Group, walks us through some of the cool features built into their new Hotel in Las Vegas. the technology is by Control4, Guestlink, Saflok and Axxess. The system adds security, huge Energy savings and provides Guests with the best in-Room experience they can possibly have.

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by | December 18, 2010 · 3:22 am

Hospitality Technology: New Hotel Sensors Reduce Energy Consumption While Increasing Guest Safety And Comfort

The Westin Resort & Spa Whistler is continuing their quest to become one of Whistler’s most sustainable properties with the recent addition of new environmentally sustainable operations and programs.

  • The Westin Resort & Spa is the first resort in Whistler to install the Energex sensors, greatly increasing the green options for guests during their stay. The infrared-based technology can detect the presence of a guest in a suite, and when vacant, automatically adjust the temperature to a more moderate, energy-efficient level.
  • A centralized building automation system also allows real time control of the temperature of every suite simultaneously to conserve energy during periods of lower occupancy.  The system is expected to reduce the property’s carbon footprint by more than 54 tons of greenhouse gasses annually.
  • Housekeeping and engineering staff can detect when a suite is occupied before having to knock. Service to a suite can be discretely scheduled without ever disturbing a guest. 
  • The system also aids in guest safety by providing important information to expedite a building evacuation.
  • Guests can decline housekeeping service for stays over one night to conserve laundry, energy and cleaning chemicals, and in return carbon-offset credits are purchased on their behalf.

For more:  http://www.hotelnewsresource.com/article50999.html

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by | December 17, 2010 · 2:13 am

Hotel Industry Employee Management: Hotel Housekeepers Are “Vital To Success Of Any Hotel” And Refined Practices Will Improve Productivity While Reducing Budget

Housekeeping is vital to the success of any hotel. It will be worth the extra time and attention it takes to refine practices and enhance productivity. Improved housekeeping makes for a tighter overall operation, along with relief to your hotel’s budget.

  • Hire the right housekeepers.  People with certain personality types will not stay and clean rooms for long periods of time – not because they can’t or will do a poor job, but because they get bored. The housekeeping job can be monotonous. Use a personality test of some sort to hire the right people.
  • Have the chemical dispensers checked by your chemical company every time the company is on property. In addition to improving how the chemicals are dispensed, this will allow for cleaner linen as well as less discoloration (in case too much chlorine or other detergent is being used).
  • Combine job responsibilities within the housekeeping department to maximize productivity and avoid downtime.
  • Make sure that time allocated to clean rooms is respected. Be creative with long-term stays – maybe wash linens every three days, and provide a very quick (five-minute) service: change towels, empty trash cans, and move on.
  • Folding within the laundry department can be a time-consuming burden. The trick is to fold as little as possible since a housekeeper will immediately undo the work diligently done by the laundry attendant anyway. Sheets and large items can be laid down flat on a rolling cart and sent to a holding area for the next day.
  • Spend a great deal of time with this important department and become a mentor. A closer collaboration between management and housekeeping will have significant benefits for your hotel.

For more:  http://www.hotelnewsresource.com/article50864.html

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by | December 16, 2010 · 2:41 am

Hospitality Industry Employee Issues: California Hotel And General Manager Sued For “Retaliation For Reporting Sexual Harassment, Defamation And Wrongful Termination”

The Four Seasons’ former lead massage therapist alleged in a recent lawsuit that he was demoted after complaining that the hotel’s general manager was romantically involved with a masseuse and had sought favorable treatment for her.

John B. Henning said he was instructed in August 2009 to make sure that certain massage therapists were not paid more than a masseuse who “was engaging in a romantic relationship” with general manager Thomas Gurtner.

Henning said he refused to comply with the instructions and instead told the hotel’s assistant human resources director that Gurtner was favoring the woman. One month later, Henning alleged, he was demoted and “constructively terminated” from his job. Henning said a supervisor explained that the hotel wanted “to move forward with a more positive team.”

A spokeswoman for the 270-room resort hotel declined to comment.

The lawsuit, filed Friday in Los Angeles County Superior Court, seeks unspecified general and punitive damages, plus legal fees and other costs. It accuses the hotel of retaliation for reporting sexual harassment, defamation and wrongful termination.

For more:  http://latimesblogs.latimes.com/money_co/2010/12/sexual-harassment-four-seasons-hotel-westlake-village-massage-.html

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by | December 15, 2010 · 10:01 am

Hospitality Industry Identity Theft: Las Vegas Hotel Industry Is Target Of Cybercriminals Who “Skim Wireless Transmissions” And Intercept Credit Card Data And PIN Numbers On Low-Cost/High Tech Devices

Law enforcement officers learned last week how easy it is to have one’s identity stolen when a cybercrimes expert powered a $30 machine and intercepted some of the wireless transmissions coming from their smart phones as they sat in a UNLV conference room.

“It’s absolutely an arms race,” said Feffer, who also investigates cybercrime for the Los Angeles County district attorney’s office. “You see vulnerabilities in software exploited by criminals. Then you see the software companies patch those vulnerabilities and then the criminals develop new ones. That’s why you have to make sure everything is up-to-date and currently patched. What was good last year is by no means safe this year.”

As cybercriminals seek new ways to outsmart police and the public, crime-fighting agencies are increasingly turning to cyber-experts to show them the latest high-tech equipment used in identity theft scams.

One of those experts is Justin Feffer, who conducts seminars for identity theft detectives nationwide on behalf of the FBI and LifeLock, an Arizona company that specializes in identity theft protection.

“It’s absolutely an arms race,” said Feffer, who also investigates cybercrime for the Los Angeles County district attorney’s office. “You see vulnerabilities in software exploited by criminals. Then you see the software companies patch those vulnerabilities and then the criminals develop new ones. That’s why you have to make sure everything is up-to-date and currently patched. What was good last year is by no means safe this year.”

That’s the reason nearly 100 officers from Metro Police, North Las Vegas, Henderson, the state Gaming Control Board and other agencies attended the conference.

It included a demonstration of skimming devices that criminals use to steal credit and debit card information, including PIN numbers, from card-swiping machines that have become increasingly present at Las Vegas restaurants and retail outlets.

Speaking outside the conference room, LifeLock spokesman Mike Prusinski emphasized the importance of training. “Most of the individuals in that room have absolutely no idea what a skimming device looks like or what the wiring looks like. We’re opening their eyes to these things.”

The interview took place outside the room because the FBI and LifeLock don’t want the public — including the media — to know what law enforcement is learning about the tricks of identity thieves.

Nevada has been a hotbed of identity theft for years. The state last year ranked fifth in the nation with 106 complaints per 100,000 residents — 2,802 complaints total — that were fielded by the Federal Trade Commission. That’s down from 130.2 complaints per 100,000 residents in 2005, when Nevada ranked second. The agency did not explain why the numbers for Nevada are down.

The FTC data paint only a partial picture of the problem because many victims file complaints only with police instead of also with the commission. But the number of identity theft crime reports filed with Metro from January through Nov. 13 — 2,063 — is down from the 2,440 filed during the same period in 2009.

For more:  http://www.lasvegassun.com/news/2010/dec/15/pickpockets-strike-through-ether/

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by | December 14, 2010 · 6:36 am

Hotel Industry Employee Risks: Texas Hotel Owners “Failed To Carry Workers’ Comp Insurance And Enforce Safety Procedures” Says Suit Brought By Banquet Service Employee Who Was Injured On Job

On or about August 13, 2009, Plaintiff suffered an injury to her right shoulder area when a co-worker, Banquet Manager, Gus Garza, suddenly and without warning struck her while opening a door which was intended to be an exit door instead of an entrance door as he was using it,” the suit filed Dec. 7 in Jefferson County District Court states.

She claims the defendant companies — HTL Operating doing business as Elegante Hotel and Investment Corporation of America — did not carry workers’ compensation insurance at the time of the incident. As a result, Howard claims she should be entitled to all common-law damages.

A Beaumont woman has filed suit against the owners of a hotel where she claims she was injured while working as a banquet server. Sharon Howard alleges she was performing her duties as a banquet server at MCM Elegante Hotel in Beaumont on Aug. 13, 2009, when she sustained injuries to her shoulder.

Because of the incident, Howard suffered a severe and permanently disabling injury to her right shoulder and has not been able to work, according to the complaint.

She blames the hotel for causing her injury and for the pain and suffering she endured, as well as the medical costs she incurred.

The hotel’s owners negligently failed to enforce proper safety procedure and failed to properly equip doors, according to the complaint.

In her suit, Howard is seeking a judgment in excess of the minimum jurisdictional limits of Jefferson County District Court, plus pre- and post-judgment interest, costs, attorney’s fees and other relief the court deems just.

John Werner of Reaud, Morgan and Quinn in Beaumont will be representing her.

For more:  http://www.setexasrecord.com/news/231951-hotel-server-sues-over-shoulder-injuries

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by | December 13, 2010 · 9:53 am

Hospitality Industry Employee Risks: Denver Hotel Forced To Pay $105,000 To Settle “Sex Discrimination” Suit Filed By “Equal Employment Opportunity Commission” (EEOC)

The suit alleged that the company denied an employee a promotion because of her gender, and “due to its discriminatory and stereotyped assumptions regarding [the worker’s] ability to do the job because of her status as a woman with young children.”

“Making assumptions about a woman’s ability to perform a job which are not grounded in fact, but instead on stereotyped assumptions about her inability to work long hours due to her child care responsibilities, is unlawful discrimination,” said EEOC Regional Attorney Mary Jo O’Neill.

The owner of Denver’s Brown Palace Hotel & Spa has agreed to pay $105,000 to settle a sex-discrimination lawsuit filed by the U.S. Equal Employment Opportunity Commission, the EEOC announced Wednesday.

The agency filed the suit on July 20 in U.S. District Court in Denver against Brown Palace owner Denver Hotel Management Co. Inc.

Discrimination based on a woman’s caregiver status is a form of sex discrimination prohibited by Title VII of the Civil Rights Act of 1964, the EEOC said.

At the time the suit was filed, Marcel Pitton, the hotel’s managing director, said the agency’s allegations were “unfounded,” and no admission of guilt was announced Wednesday.

“The Brown Palace Hotel is an equal opportunity employer and maintains a workplace free of unlawful discrimination. We are proud of our diverse workforce and the talent of our staff in delivering exceptional hospitality,” Pitton said in a July statement.

According to an EEOC statement, Denver Hotel Management has agreed “to revamp its discrimination policies and conduct training for all of its employees to explain how stereotypes concerning a person’s family responsibilities can constitute illegal sex discrimination.”

Read more: Brown Palace owner settles EEOC suit | Denver Business Journal

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by | December 12, 2010 · 8:19 am

Hotel Pool Safety: Hotel Owners Should Review Designs Of Fountains, Drains And Water Troughs To Prevent Drownings

Hyatt spokesman Pete Hillan says the hotel has emptied the fountain and erected a barrier around the 29-inch-deep trough where the boy was found.

The barrier will serve as a temporary solution, as hotel officials look to permanently change the fountain’s design.

A toddler found floating in a fountain at a downtown hotel suffered life-threatening injuries.

The unidentified boy remains hospitalized, a day after officers pulled him from a decorative fountain at the  Hyatt Regency Hotel and revived him using CPR.

The officers went to the hotel after the 18-month-old boy’s mother reported him missing. Fire officials tell the San Francisco Chronicle the incident appeared to be an accident.

Hyatt spokesman Pete Hillan says the hotel has emptied the fountain and erected a barrier around the 29-inch-deep trough where the boy was found. The trough serves as the fountain’s drain.

For more:  http://www.wsbt.com/news/ktla-fountain-toddler,0,1847787.story

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