Author Archives: Ida

Hotel Industry Employee Issues: Report Finds “Fraud And Misuse” Of H-2B Guest Worker Program By Hotel Management And Owners

The H-2B program for unskilled non-agricultural migrant workers is one of the nation’s many alien worker programs, and one that, according to a recent Government Accountability Office report, is subject to extensive fraud and abuse.

The H-2B program is both smaller than the H-1B program, for high tech workers, and subject to considerably less attention. In terms of visa issuances, one measure of the size of these programs, there were 44,847 H-2B visas issued in FY 2009, compared to 110,367 H-1B visas. These numbers are from the annual Report of the Visa Office at the State Department.

Since the H-1B program displaces American workers with college degrees, and depresses wages where the high-tech workers are concentrated, it secures a lot more public attention that the H-2B program, which operates at the other end of the labor market, where employers hire landscapers, forest workers, waiters, and other less-skilled workers.

GAO’s report on the troubles with the program are based on a solid foundation; the agency’s auditors found ten closed criminal and civil cases in which courts had decided that employers had misused the program and abused their alien workers. The highlights of these cases, as quoted in the report, are as follows:

Hotel owners forced H-2B workers to work in substandard conditions, confiscated workers’ passports, and threatened workers that they would be sent home in a ‘box’ if they disobeyed orders . . .

Workers from India paid at least $20,000 for H-2B visas to enter the U.S. but were never employed by the construction company . . .

Conspirators fraudulently obtained H-2B certifications from Labor for over 3,800 individuals, leased workers to undisclosed businesses not listed on the visa petitions, [and] defrauded the government of $7.4 million in payroll taxes . . .

The nation would do just fine without any H-2B program at all; the only “cost” would be that some marginal employers would have to increase their wages a bit to attract workers to their jobs.

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Filed under Labor Issues, Liability, Management And Ownership, Risk Management, Training

Hotel Industry Technology Issues: Successful Hotels Of Future Must Invest In Mobile Phone And In-Room Technology To Earn Sophisticated Guest Loyalty

To be successful, hotel companies need to spend more on initiatives such as mobile phone booking technology, smart cards, social networking and product innovation in rooms, Deloitte said yesterday at the launch in Dubai of its Hospitality 2015 five-year report on the future of the hotel industry.

  • By 2015 hotel rooms could have floors with built-in sensors that light the way for guests
  • Doors that can be unlocked through mobile phones
  • Alarm clocks that wake guests by increasing the amount of light in their rooms.
  • Guests should be able to text or e-mail their preferences so their rooms are set up to meet their requirements.

 “As an industry we are dreadful at technology,” said Alex Kyriakidis, the global managing partner at Deloitte’s tourism, hospitality and leisure division.

Technology spending in the sector is predicted to rise by just 0.9 per cent a year between 2008 and 2013 in terms of the compound annual growth rate.

“In our industry, of course, the airline is leading,” said Mr Kyriakidis.

“Now the airline has converged the entire experience on to your PDA [personal digital assistant]. With some carriers today you can do everything on your mobile phone from your booking, to your check-in, to boarding at the gate by scanning your mobile phone, all the way through on to your chosen seat on the aircraft.

For more:  http://www.thenational.ae/business/travel-tourism/hotel-industry-urged-to-get-technology-up-to-speed

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Filed under Guest Issues, Management And Ownership, Technology, Training

Hospitality Industry Insurance Issues: Santa Cruz Hotel Owners Negotiate Successful Contract With Union Employees Saving Substantial Benefits And Expenses

 In negotiating the new contract the owners and operator initially hoped to slash more than $500,000 from their operating costs; the union, meanwhile, sought to guard employees’ insurance, eight-hour workday and paid vacation.

“It was very, very challenging because the owners were spending more than a million dollars a year in benefits,” says Jane Howard, Chief People Officer for Joie de Vivre Hospitality. “We needed to work together to get the cost of that down some, and we were able to do that.” The hotel ultimately accepted an insurance plan proposed by the labor union that is expected to save it $130,000 annually.

The owners and operators of Santa Cruz’s Dream Inn can rest easy now that the unionized employees at the hotel have finally ratified a contract following nearly a year of negotiations and union demonstrations. The employees, represented by UNITE HERE Local 483, voted to accept a new four-year contract last Tuesday, Nov. 30. 

The Dream Inn is jointly owned by the Southern California real estate developer Ensemble Investments and AEW Capital Management and operated by Joie de Vivre Hospitality, which manages a number of other properties around the state.

The final agreement, which will allow employees to keep their insurance and eight-hour work day but not their paid vacation time, was reached in arbitration with an outside mediator that took place at the hotel on Nov. 23. A week later, the employees voted with a 91 percent majority to accept the contract; had they failed to ratify, the union would have moved to strike.

“I think we made some progress,” Michael Roberts, a bartender at the Dream Inn’s Aquarius restaurant, said. “We definitely got a reasonable contract, but for me, a lot of it came down to the fact that I didn’t feel like the membership would have supported a strike if it came down to that. They were willing to do certain actions, but I don’t think a strike would have been supported.”

The new contract covers 85 workers at the hotel, who, under its terms, will keep a generous benefits package that includes health, dental, vision and life insurance—all free—for the employee’s entire family. “It was very, very challenging because the owners were spending more than a million dollars a year in benefits,” says Jane Howard, Chief People Officer for Joie de Vivre Hospitality. “We needed to work together to get the cost of that down some, and we were able to do that.” The hotel ultimately accepted an insurance plan proposed by the labor union that is expected to save it $130,000 annually.

The insurance policy was ultimately the most important factor for Roberts, although he sympathized with longtime employees who, under the new contract, will lose paid vacation time accrued over many years of service. “I’ve only worked there for three and a half years, but we have employees who have worked there for almost 20 years who are taking hits for vacation—like losing a week or more days—so it was a very big deal for them.”

“That was painful for us, we really didn’t want to have to move on vacation,” says Lizzie Keegan, a representative for UNITE HERE who was present throughout negotiations. “There were some things that obviously stung a little bit, but overall we ratified with over that 90 percent because everybody feels that, in this economic recession, we will have to [make some concessions] and it will be hard, but we’re really proud that we have really good insurance and it covers us and covers our families.”

For more:  http://news.santacruz.com/2010/12/07/dream_inn_hotel_workers_keep_bennies

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Filed under Health, Insurance, Labor Issues, Management And Ownership, Risk Management

Hotel Industry Security Risks: Connecticut Hotel Pays Damages To Settle Civil Suit Brought By Woman Assaulted In Hotel Garage By A “Drifter” Who “Roamed The Garage For Hours”

The Tresser Boulevard hotel was accused of failing to prevent the 2006 assault in which a drifter roamed the garage for hours

Surveillance cameras in hotels.

before sexually assaulting a woman named in court papers as “Jane Doe.”

The victim claimed Fricker had been in the hotel and garage and acted suspiciously for days leading up to the sexual assault. The lawsuit alleged the hotel security staff failed to notice him or make him leave.

A woman raped at gunpoint in front of her children four years ago in the Stamford Marriott parking garage has settled a civil lawsuit filed against the hotel for an undisclosed amount of money.

Attorneys involved in the lawsuits would not comment about details in the case, which was withdrawn this September and resolved using a private alternative dispute resolution firm.

“It’s been resolved to the satisfaction of both parties and no further comment will be made,” said Donald Derrico, a lawyer representing the Stamford Marriott Hotel and Spa. The Tresser Boulevard hotel was accused of failing to prevent the 2006 assault in which a drifter roamed the garage for hours before sexually assaulting a woman named in court papers as “Jane Doe.”

Gary Fricker, a Danbury native and transient carpenter, was arrested three days after the October 2006 assault and was sentenced a year later to 20 years in prison. Wanted in Florida on arson charges, Fricker roamed the Marriott parking garage looking for victims before targeting a then-40-year-old mother, an arrest affidavit said.

One woman called police after the assault and said a man matching Fricker’s description was following her around the garage about an hour before the attack. A second woman reported her ATM card stolen from the garage that afternoon. Fricker tried to use it later that day, police said.

Authorities say Fricker put a gun to the back of the victim and forced her young children into their minivan, where he raped the woman after trying to rob her. He fled when the woman screamed and a car passed by. He was arrested in White Plains, N.Y., and immediately confessed to the attack.

The civil lawsuit was filed in March 2008, six month after Fricker was sentenced. The victim claimed Fricker had been in the hotel and garage and acted suspiciously for days leading up to the sexual assault. The lawsuit alleged the hotel security staff failed to notice him or make him leave.

The hotel had no security director or internal security policies at the time of the assault, according to a deposition in the case.

More than a year after the lawsuit was filed, controversy erupted over special defenses filed by lawyers hired by the Marriott that claimed the woman was careless, negligent and failed to “exercise due care” for her own safety and for the safety of her children. Attorneys said if the defense wasn’t raised they might have lost a chance to bring it up again in the future.

For more:  http://www.stamfordadvocate.com/news/article/Settlement-reached-in-Marriott-rape-case-860707.php

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Filed under Crime, Guest Issues, Liability, Management And Ownership, Risk Management, Training

Hospitality Industry Credit Card Risks: Hotel Owners And Management Must Store “Credit Card And Guest Receipts” In Secure Locations To Prevent Identity Theft

“… (the defendents) found boxes of monthly credit card receipts from previous hotel guests. Box by box, they and others lifted them from the hotel, officials allege…”

The receipts, officials say, helped the men manufacture counterfeit credit cards in document “boiler rooms” and card “chop shops,” which they then used to buy $300,000 worth of merchandise in Texas, Oklahoma and Louisiana.

The merchandise, which included tow trailers, televisions, all-terrain vehicles and tires, then was resold or pawned.

The hotel didn’t learn of the thefts until August 2008, and since then, federal investigators have learned at least 17,000 receipts were stolen in what they say is San Antonio’s largest identity theft case.

Details had remained sketchy until the ringleader, Ruben “Hollywood” Costello, 36, recently pleaded guilty to ID theft fraud conspiracy, access device fraud, and conspiracy to launder money, and documents in the case were unsealed.

They identify Jones, 34, as his partner in the crimes and name him and Flaharty, 31, as two people who helped take the records from the Emily Morgan.

They also reveal Costello used a network of associates, methamphetamine addicts and others to maintain the scheme, and used an Elmendorf trucking company he ran, RD&N Hauling, to launder the money.

The cardholders never realized their credit card accounts had been compromised until months, even years, after they stayed at the hotel. But the damage made it hard for some of them to get loans and left lingering headaches in trying to straight things out, officials said.“When you look at these types of crimes, you may think the victim is the vendor or the credit card companies,” Assistant U.S. Attorney Tom McHugh said. “What we see is that the person whose identity is stolen, his problems may go on for years.”

For more:  http://www.mysanantonio.com/news/local_news/article/Ringleader-pleads-in-S-A-s-largest-ID-theft-case-859510.php

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Filed under Crime, Guest Issues, Liability, Management And Ownership, Risk Management, Technology, Theft

Hospitality Industry Guest Satisfaction: Hotel Management Must Instill “Standards Of Excellence” In Guest Service (Video)

[youtube=http://www.youtube.com/watch?v=E-aJ7bxrUg8&feature=mfu_in_order&list=UL]

Videos from AHLEI which highlights the seven elements that show employees how to achieve a new standard of exceptional guest service:

AUTHENTICITY, INTUITION, EMPATHY, CHAMPION, DELIGHT, DELIVERY AND INITIATIVE

[youtube=http://www.youtube.com/watch?v=eieu7b5W1hE&list=ULkGHmSs0DNBQ&playnext=1]

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Filed under Guest Issues, Labor Issues, Management And Ownership, Training

Hospitality Industry Workplace Risk Management: Hotel Owners And Management Can Limit “Sexual Harassment” Liability By Preventing “Hostile Work Environments” And Educating Employees To Report “Unwelcome Sexual Conduct” (Video)

[youtube=http://www.youtube.com/watch?v=po6V_h7w4Nc&feature=mfu_in_order&list=UL]

There are various types of sexual harassment including “hostile work environments”. This video presents employees with scenarios that define sexual harassment and how to effectively recognize and deal with it.

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Filed under Insurance, Labor Issues, Liability, Management And Ownership, Risk Management, Training

Hotel Industry Risk Management: “GuestChecker.com” And Its “Twitter” Site Represent A Trend In Current And Future Web-Based Solutions To Guest Security Issues

http://twitter.com/GuestChecker

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Filed under Guest Issues, Liability, Management And Ownership, Risk Management, Technology

Hotel Industry Guest Relations: Hotel Owners Must Invest In Employee Training To Create A “Positive And Egaged” Environment To Retain Guest Satisfation

Make reputation management a priority. Whether your property is a five-star resort or a one-star motel, your guests are evaluating you on how well you communicate and deliver on your brand promise. Subscribe to a social media monitoring tool and start tracking your Market Share of Guest Satisfaction; in the age of social networking, it’s as important as your revPAR index. Formulate a strategy for optimizing your online reputation, set goals, and meet regularly with your social media team to review progress.

Speak up. We would never ignore a guest ranting in our lobby, so why do so few negative reviews receive a response? (7%, according to TripAdvisor). It’s our chance to show the world we care, to thank the guest for feedback, to apologize and explain, and to clear up any misconceptions. On TripAdvisor reviewers can’t reply to hotel responses, so effectively we get the last word. Use it.

Engage. Hotels used to hire mystery shoppers to tell us what we were doing wrong; now our guests do it and pay us for the privilege. User reviews keep us in touch with guests and allow us to reach a mass market we could never hope to reach through our own marketing efforts. Be grateful. Wherever possible, engage writers of negative reviews and try to make amends. With expert handling, our harshest critics can become our most powerful advocates.

Take the high road. If the review is petty or vindictive, there’s no need to stoop to that level; travelers are smart enough to read between the lines. If allegations are false and defamatory, dispute the review with the host site, post a diplomatic response to set the record straight, and let it go. If your property’s reputation is so fragile that one or two bad reviews will devastate your business, you’ve got more issues than bad reviews. Read on.

Create a cycle of positivity. Use guest feedback to justify investments in training, labor, capital upgrades and communications. Improvements will generate positive reviews, which will attract more travelers and in turn will generate incremental revenue, thereby funding more improvements, and so on. The alternative? Ignore feedback and create a cycle of negativity, with the opposite results.

Prevent escalation. If you listen closely, bad reviews are often less about the issue itself than how staff responded when it was brought to their attention. Train employees to prevent on-property issues from escalating to online complaints by listening, empathizing, offering solutions and following up to ensure guests are satisfied. Some issues take time and money to fix; in the meantime, ensure staff are minimizing fallout by expertly managing complaints.

For more:  http://www.hotelnewsresource.com/article50511.html

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Filed under Guest Issues, Labor Issues, Management And Ownership, Training

Hospitality Industry Trends: How Will Hotels And Restaurants Of The Future Improve Their Operations And Profitability? (Video)

[youtube=http://www.youtube.com/watch?v=S9DhCXcL0A4]

Here is an interesting video describing some of the future trends of the hospitality industry, and more specificly hotels and restaurants. 

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Filed under Green Lodging, Guest Issues, Maintenance, Management And Ownership, Technology, Training