Category Archives: Guest Issues

by | December 2, 2011 · 6:04 am

Hospitality Industry Privacy Risks: Mobile Phone Carriers Confirm That Mobile Devices "Integrate Tracking Software" That Reveals User's Location

“…AT&T, Sprint, HTC, and Samsung today confirmed that their mobile phones integrate a controversial piece of tracking software from a company called Carrier IQ..”

“…the software can be tweaked to gather more intrusive data about a user’s location, the software and applications on the device, which keys are being pressed and what applications are in use…”

[youtube=http://www.youtube.com/watch?v=T17XQI_AYNo]

Both wireless carriers AT&T and Sprint insisted that the software is being used solely to improve wireless network performance while phone makers HTC and Samsung said they were integrating the software into their handsets only because their carrier customers were asking for it.

Meanwhile, several large carriers and handset makers, including Verizon, Research In Motion, and Nokia, distanced themselves from the software and insisted that reports about their devices integrating the tool are false.

The controversy began last week when independent security researcher Trevor Eckhart published a report disclosing how Carrier IQ’s software could be used by carriers and device makers to conduct surreptitious and highly intrusive tracking of Android and other smartphone users.

Eckhart described the software as a hard-to-detect and equally hard-to-remove rootkit that could be used by carriers and phone makers to collect almost any kind of data from a mobile phone without the user’s knowledge. Eckhart said his research showed that Carrier IQ’s software was often enabled to run by default on several mobile devices including those from Samsung, HTC, RIM, and others.

A lot of the information collected by Carrier IQ is designed to enable mobile operators and device vendors to quickly identify and address quality and service-related issues.

For more:  http://www.macworld.com/article/163982/2011/12/atandt_sprint_confirm_use_of_carrier_iq_tracking_software_on_mobile_phones.html

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by | December 1, 2011 · 7:42 am

Hospitality Industry Employee Risks: Washington DC Hotel Sued By Muslim Employee For Discrimination When He Was "Prohibited From Serving Israeli Delegation" (Video)

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The Mandarin Oriental Hotel in DC barred a Muslim employee from serving an Israeli delegation, CNN’s Barbara Starr reports.

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by | November 29, 2011 · 10:12 am

Hospitality Industry Pool Risks: 7-Year Old Boy Saved From Drowning At A "Crowded" Missouri Hotel Pool; Water Was "Cloudy" And Obscured Most Guests From Seeing Body Floating Near Bottom Of Pool

“…The water was a bit cloudy; he could make out a figure — pool artwork, he thought — that looked like it had six limbs. He didn’t realize it at the time, but what he saw was the near-drowning victim, laying on a black line on the pool’s bottom…”

“…The child’s father, who had been watching over two younger children, rushed over and started frantically administering CPR while Garry Pate made sure the boy’s head was turned to the side as fluids gushed forth from the boy…”

Justice was recently recognized by DeKalb County CEO Burrell Ellis, the Board of Commissioners and others for his bravery over the summer in getting the 7-year-old out of a hotel pool in Bridgeton, Missouri, near St. Louis. Justice has received medals, police patches, and commendations from DeKalb and Bridgeton.

When Justice arrived at the pool — crowded due to a birthday celebration — he found his brother Makenzie just dangling his feet in the water and his brother Maxwell sitting with his father, Garry Pate, who was in a lounge chair watching a nine-year-old cousin play in the three-feet area of the pool.

Justice got in the water and started practicing for a pool game when he saw “a big, grayish object” – a child slowly floating near the bottom of the pool.

Justice knew something was wrong. He came out of the water and went over to his father. Dad, there’s a boy on the bottom of the pool, Justice told him.

That’s a drawing or painting at the bottom, Garry Pate said. But before he could say another word, his son had left his side.

“Justice didn’t even look at me,” Garry Pate recalled. “He jumped in.”

Pushing off the wall with his legs to gain speed, Justice quickly swam down to the child. He grabbed him, pulled him up, swam to the surface and held the child up over the water.

“Call 911!” Garry Pate shouted. Nervously, a niece did, helped by other relatives in getting the right address to the dispatcher.

Justice got the child to the wall where his father was standing, and Garry Pate helped get the victim to the pool deck.

Some people on the pool deck stood frozen among the commotion.

The child’s father, who had been watching over two younger children, rushed over and started frantically administering CPR while Garry Pate made sure the boy’s head was turned to the side as fluids gushed forth from the boy.

For more:  http://stonemountain.patch.com/articles/a-hero-among-us-stone-mountain-12-year-old-saved-child-from-drowning

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by | November 26, 2011 · 6:37 am

Hospitality Inudustry Fire Risks: Georgia Hotel Is "Nearly Destroyed" By Fire That Was Started By "Cigarette That Missed The Outside Ashtray"

“… the fire started on the ground level outside the hotel near the ashtray… someone threw a cigarette and missed the ashtray, eventually igniting a bush…the fire then ignited the building, crawled up the wall and into the attic…”

The blaze that nearly destroyed the La Quinta Inn in Warner Robins apparently started outside the building, near an ashtray, fire investigator Danny Williams said Friday.

Ginaline Belcher, the hotel’s manager, said her main concern is making sure the 22 guests who were at the hotel Thursday are taken care of. They paid for the displaced guests to stay at the nearby Candlewood Suites and Hampton Inn, and bought pizza for them Friday.

Belcher called the Salvation Army and Red Cross seeking assistance for the hotel guests whose money was lost in the fire, while other guests braved the Black Friday crowds at local stores to buy necessities.

Read more: http://www.macon.com/2011/11/26/1800660/hotel-total-loss-after-fire.html#ixzz1ep1CqQMP

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by | November 23, 2011 · 6:15 am

Hospitality Industry Employee Risks: 61-Year Old California Hotel Housekeeper Arrested For Theft While Cleaning Guest Rooms

“…while she was cleaning she was seen taking a woman’s watch and hide it in the room… she was seen entering the room again and retrieve the watch, conceal it upon her person, and leave the room. It was then the trap was sprung and she was detained by security, who also took the watch back from her…”

“…officers arrested this 61-year-old cleaner from Los Angeles, and she was charged with burglary. Her bail was set at $50,000…”

On Friday, Nov. 11, at 12:55 p.m. officers of the Santa Monica Police Department went to the Fairmont Hotel, located at 101 Wilshire Boulevard, in order to investigate a report of a suspect who was being held at the hotel by their security chief in regard to some allegations of theft. When the officers arrived at the scene they spoke with the Director of Security who told them the detainee was an employee of the hotel.

He said there had been a number of thefts from the hotel rooms reported, and that the person, who was a cleaner at the Fairmont, had become the prime suspect. On the day prior to the officers being called the hotel, security had prepared a room with several items in order to make the room appear occupied by a guest. They had then placed a hidden camera inside the room.

For more:  http://www.smmirror.com/#mode=single&view=33538

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by | November 21, 2011 · 7:22 am

Hospitality Industry Guest Health Risks: Expert Panel Discusses Issues Regarding "Bed Bug" Infestations And Treatment (Video)

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This live panel discussion from the Bed Bug Business Plan event identifies the most critical bed bug issues in the hospitality, commercial real estate and multifamily property management industries.

Expert representatives include Kevin Maher of the American Hotel & Lodging Association (AH&LA), Patricia M. Areno of Building Owners and Managers Association International (BOMA), and Scot Haislip of the National Apartment Association (NAA).

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by | November 19, 2011 · 6:22 am

Hospitality Industry Employee Risks: Police Arrest New York Restaurant Waiters Who Were "Equipped With Electronic Skimmers" To Steal Credit Card Information

“… the crooks equipped waiters at Smith & Wollensky, The Capital Grille, Wolfgang’s Steakhouse and JoJo — and at two restaurants outside the city — with electronic skimmers to steal the info from at least 50 customers…”

Waiters at some of New York’s swankiest eateries were part of a criminal crew that stole credit card information to create counterfeit cards — and then racked up some $600,000 in purchases, prosecutors revealed Friday.

Then Jacas used a “network of shoppers” to go on shopping sprees at high-end Manhattan stores like Chanel, Neiman Marcus, Cartier, Hermes of Paris, Bloomingdales, Bergdorf Goodman, Waldmann’s, London Jewelers, Burberry, Jimmy Choo, Lord & Taylor, prosecutors said.

One of them was Gregory Portacio, who infamously dragged a Queens mom to her death in 1980 by grabbing her neck chain and hanging on while an accomplice drove their getaway car down a block.

“Anybody who thinks credit card fraud brings out high class criminals should think again,” said Police Commissioner Ray Kelly, whose men were still searching for the 51-year-old career criminal and sex offender.

The crooks even used the phony American Express cards to refuel at Starbucks and also hit stores in Westchester County, Long Island, Boston, Chicago and Florida.

The ill-gotten goods were then fenced to “complicit customers” for cash, prosecutors said.

Read more: http://www.nydailynews.com/news/crime/smith-wollensky-steakhouse-waiters-busted-600-000-credit-card-scam-article-1.979766#ixzz1eA1lm2Y2

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by | November 18, 2011 · 6:37 am

Hospitality Industry Guest Safety: Hotel Management Must Have "Guest Privacy" Policies To Protect Names And Room Locations

“…Privacy is key when it comes to safety in a hotel, most importantly at check-in…”

“If the person giving you your key says your name out loud or your room number, you want to be sure to get another key and another room, because anyone lingering in the lobby could overhear that.”

  • Female travelers should “never put down your name. Just put down your initials and never indicate you’re just one person.”

Greg O’Neill, who heads up security at Boston’s Mandarin Oriental, says security measures generally work, when guests use them:

  • … take advantage the in-room safe. You’ll find this in most every hotel
  • …take advantage of the peephole in the door, and be aware of the nearest exit

Here’s another tip: check crime statistics for particular neighborhoods before making a hotel reservation. Most police web sites will have those details.

Security experts also suggest taking your room key out of the little envelope they give you at check-in, because it usually has your room number on it.

For more:  http://www.14news.com/story/16068750/experts-providing-hotel-safety-tips-around-the-holidays

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by | November 17, 2011 · 3:37 am

Hospitality Industry Internet Risks: Recent Studies Show Dramatic Increases "Mobile Space Cybercrime" As Criminals Focus On Smartphones And Tablets

“…The usage of Internet through mobile phone had been on a rapid upward trend. This led to 42 per cent more mobile vulnerabilities last year compared to the year before, as shown in a Symantec Internet Security Threat Report…”

“…cybercriminals were starting to focus their efforts on the mobile space as more and more mobile users switched to smartphones and tablets instead of the conventional desktops…”

A recent worldwide study conducted by Norton by Symantec aimed at unveiling the cost of global crime, has concluded that online adults footed a bill of over US$388 billion in the past year.

According to Symantec Corporation Sdn Bhd consumer sales manager Jason Mok, the price tag came to be as the study took into account not only the direct cash cost of cybercrime – that being the money stolen by cybercrime and money spent on resolving cyber-attacks – which was up to US$114 billion, but also the amount which victims of cybercrime valued the time they lost to cybercrime, which was US$274 billion.

“The Norton Cybercrime Report 2011 found that more than two thirds of online adults have been a victim of cybercrime in their lifetime. Every second, 14 adults become a victim of cybercrime, resulting in more than one million cybercrime victims per day,” stated Mok, who also pointed out that the rate was higher than the worldwide birth rate.

Mok marked this as a sign that cybercriminals were starting to focus their efforts on the mobile space as more and more mobile users switched to smartphones and tablets instead of the conventional desktops.

“This had led to an increasing importance of mobile security, as you are not only losing your phone or tablet, you are losing your personal information, identity as well as your money,” Mok informed the crowd during a media briefing held at a hotel here yesterday.

Read more: http://www.theborneopost.com/2011/11/16/norton-by-symantec-study-reveals-alarming-rate-of-cybercrime-caused-by-under-protection/#ixzz1dvTlh9u3

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by | November 16, 2011 · 6:48 am

Hospitality Industry Fire Risks: Texas Hotel Damaged By Fire During Renovation From "Welding Equipment Electrical Short"

 “…the fire started in the attic and that it was electrical, possibly caused by a welding equipment shortage…”

“…The quick work of firefighters and hotel staff made sure all were evacuated without a single injury…”

People on the street in Fort Stockton told NewsWest 9 the Best Western Hotel fire forced them to evacuate just after 4:00 p.m. Tuesday afternoon, but when we arrived after 6 p.m. Tuesday night, orange and blue flames were still engulfing parts of the hotel and those parts were crumbling.

“I’m just saddened by all of it, for the guests, for myself, for the employees, because that’s their livelihood, that’s our life that’s gone,” Best Western General Manager, Patricia Fitzpatrick, said. These fiery, crumbling Best Western walls are a devastating sight for Fitzpatrick.

Her possessions and her work were going up in flames. “Our main concern was: ‘Yes, it’s fire. Call the fire department,'” she said. “But to get our guests out and make sure that they’re safe.”

Then, chaos ensued. She and her employees, including worker Curtis Hoard, sprang into action. “Then we ran around and just started pounding windows and doors, yelling and screaming as loud as we can to get people out of there,” Hoard said. “Before we knew it, it was smoked and that was it.”

Hoard had been helping renovate the hotel for the last three months.

For more:  http://www.newswest9.com/story/16050676/flames-engulf-fort-stockton-hotel

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