Category Archives: Guest Issues

by | June 12, 2011 · 6:24 am

Hospitality Industry Guest Security: Texas Hotel Management Faces Questions On How A Man Stole A "Master Key" And Entered A Guest Room Before Assaulting Guests

“What shocks me most … This guy had a master key and just walked right into the kids’ room high and started swinging at them,” Hernandez said. “Thankfully the kids were screaming and (coach Joseph) Rosendo was nearby to help.”

Attempts to contact Clarion management for a comment on how they lost a master key and the attack itself were unsuccessful Saturday. Hernandez said at least it wasn’t the hotel room with his female athletes.

The coach of the Lubbock Warriors spoke out, voicing many concerns about the hotel’s security and the legal system after his squad was attacked early Friday morning, hours before a boxing competition.

Nicodemus Alvarado, 18, allegedly attacked members of the team while he was drunk and high on cocaine after using a stolen master key to gain entry into their hotel room at the Clarion on the 4300 block of West Wall Street about 12:20 a.m. Friday, police said.

Besides issues with the hotel’s security, Hernandez also raised questions about the legal system in general after he learned of Alvarado’s past.

Alvarado was arrested less than three months ago during an unrelated incident on the exact same charges: First-degree felony for burglary of habitat with intent to commit another felony and for possession of a controlled substance.

He was arrested for the first set of felonies following a March attack on a woman. He allegedly pushed his way into her residence and began assaulting her after he disconnected her emergency call to police, according to the March arrest affidavits.

Despite his $56,000 bond, Alvarado eventually was released from the county lockup. According to clerk of court records, Alvarado was only adjudicated for the misdemeanor charge of interfering with an emergency call during the March 6 incident. It was not known, as of press time Saturday evening, under what circumstances the felony charges were dropped or dismissed

Read more: Coach criticizes hotel, legal system after attack – Mywesttexas.com: Top Stories http://www.mywesttexas.com/top_stories/article_90772213-c4f4-5716-994b-a4279a012afb.html#ixzz1P4TArI00

Comments Off on Hospitality Industry Guest Security: Texas Hotel Management Faces Questions On How A Man Stole A "Master Key" And Entered A Guest Room Before Assaulting Guests

Filed under Crime, Guest Issues, Injuries, Liability, Maintenance, Management And Ownership, Privacy, Risk Management, Theft

Tagged as , , ,

by | June 10, 2011 · 9:14 am

Hospitality Industry Health Risks: Arkansas Hotel Evacuated After High Levels Of "Carbon Monoxide" Sickens Family Of Four; Traced To A Faulty Swimming Pool Heater

“…Fire Department officials say a North Little Rock hotel was evacuated after a family of four was hospitalized with carbon monoxide poisoning…traced to a faulty swimming pool heater…”

The Arkansas Democrat-Gazette reported Friday that Fire Department Capt. J.R. Pflasterer said the carbon monoxide was found at unsafe levels throughout the hotel Thursday He said it was traced to a faulty swimming pool heater.  Pflasterer said 64 people were forced to leave the Comfort Inn and Suites after the family went to a hospital about 8 a.m. He said about 10 of those evacuated reported headaches or dizziness.

Pflasterer said carbon monoxide levels returned to normal Thursday afternoon. The hotel’s telephone number was continually busy Friday morning, so it could not be learned when it would reopen.

For more:  http://www.therepublic.com/view/story/852f6fb07d9149cb9238e0adf171f81b/AR–Carbon-Monoxide-Ark-Hotel/

Comments Off on Hospitality Industry Health Risks: Arkansas Hotel Evacuated After High Levels Of "Carbon Monoxide" Sickens Family Of Four; Traced To A Faulty Swimming Pool Heater

Filed under Guest Issues, Health, Injuries, Maintenance, Management And Ownership, Pool And Spa, Risk Management, Training

Tagged as , , , , , ,

by | June 9, 2011 · 6:13 am

Hospitality Industry Risk: "Petra Risk Solutions" Releases "P3 Hospitality Risk Report" Video On "Innkeeper's Limit Of Liability"

[vimeo http://www.vimeo.com/52513786 w=630&h=354]

Petra Risk Solutions’ Director of Risk Management, Todd Seiders, offers a P3 Hospitality Risk Report – ‘Innkeeper’s Limit of Liability’. 

  P3 ( Petra Plus Process) is the Risk Management Division of Petra Risk Solutions – America ’s largest independent insurance brokerage devoted exclusively to the hospitality marketplace.

 For more information on Petra and P3 visit petrarisksolutions.com or call 800.466.8951.

Comments Off on Hospitality Industry Risk: "Petra Risk Solutions" Releases "P3 Hospitality Risk Report" Video On "Innkeeper's Limit Of Liability"

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

Tagged as , , , , , , ,

by | June 7, 2011 · 7:56 am

Hospitality Industry Computer Risks: Cybercrime Risks Remain Perilous As "Malicious Software Or Malware" Increases To 6 Million Programs In First Three Months Of 2011

The amount of new malicious software, or “malware,” unleashed on the internet during the first three months of this year hit six million programs, according to a report last week by McAfee, the computer antivirus maker. “It’s been a busy start to 2011 for cybercriminals,” Vincent Weafer, senior vice president of McAfee Labs, said in a statement.

A 2009 study by computer antivirus maker McAfee and SAIC, a technology security firm, estimated that computer crime cost companies $1 trillion across the globe, but analysts say the actual total is sure to be higher as computer security breaches are underreported.

“I think all the service providers are victims of this type of issue, it’s just whether the company has a public interface to warn users of this type of problem is the big question,” Andrew Lih, author and professor at the University of Southern California, told CNN.

“Google has been pretty good at being forthcoming in having this kind of dialogue with its users,” Lih said. “It’s very possible to probable that these other service providers, from Yahoo to Microsoft to any of these other ones, have had these types of attacks, it’s just that Google has been very public in trying to combat this.”

For more:  http://business.blogs.cnn.com/2011/06/07/the-hidden-cost-of-cybercrime/

Comments Off on Hospitality Industry Computer Risks: Cybercrime Risks Remain Perilous As "Malicious Software Or Malware" Increases To 6 Million Programs In First Three Months Of 2011

Filed under Guest Issues, Labor Issues, Maintenance, Management And Ownership, Risk Management, Technology, Theft

Tagged as , , , ,

by | June 2, 2011 · 7:55 am

Hospitality Industry Employee Security: New York Hotel Suspends Supervisor For Failing To Report "Sexual Assault" On Housekeeper In Timely Manner

“…Authorities say the businessman, who is in his 70s, attacked a maid at The Pierre hotel…The hotel… suspended the supervisor of housekeeping for not reporting the alleged assault…”

The maid told her superiors that she was assaulted that night, but they said it was best to wait until the following morning to report it to the security director, a law enforcement official told The Associated Press on Tuesday. The director called police Monday morning.

A businessman and former chairman of a major Egyptian bank charged with sexually abusing a housekeeper at a luxury Manhattan hotel is being held on $25,000 bail and has been ordered to hand over his passport because he is considered a flight risk. Omar was arraigned on two counts of sexual abuse and forcible touching.

Authorities say the maid was called to Omar’s room Sunday evening to drop off tissues. District Attorney Nicole Blumberg said that when the victim entered the room, the defendant grabbed her in a bear hug and her kissed her on the lips and neck and told her repeatedly that he liked her, before grabbing her breasts.

The prosecutor said that as the maid tried to get away, he grabbed her in a second bear hug, grinding his groin against her leg. She broke away again, and the prosecutor said the defendant then squeezed her buttocks.

Pierre spokeswoman Nora Walsh said in an email to The Associated Press on Wednesday that the supervisor of housekeeping was suspended pending an investigation.

For more:  http://www.taiwannews.com.tw/etn/news_content.php?id=1615690

2 Comments

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

Tagged as , , , ,

by | June 1, 2011 · 8:00 am

Hotel Industry Guest Safety Risks: Death Of Woman Who Fell From 10th Floor Window Of Atlanta Hotel Will Trigger Investigation Of Permitting And Inspection Of Hotel Window Replacements And Installation (Video)

“…how did two young women crash through windows of the Midtown W Hotel on Saturday, May 29th….One woman died, the other is severely injured…”

[youtube=http://www.youtube.com/watch?v=ipR_7kvir8o]

“…The windows go floor to ceiling and do not appear to be double paned windows. There is a barrier about 40 inches up from the floor…The City of Atlanta says no permits were issued for new windows and no permit inspection was done for window installation…”

 

According to Fulton County property tax records, the building was constructed in 1974 and was taken over by Noble Investment Group from Starwood Hotels and Resorts. It then underwent a 50 million dollar renovation project in 2007.

The City of Atlanta says no permits were issued for new windows and no permit inspection was done for window installation. We’ve asked whether or not the existing windows would meet today’s safety standards. We are still waiting for a response.

“Just within an instant, they literally, flew out of the window,” Raymond Hamilton said as he describe how he watched the horrible scene early Saturday morning.

The fiancé of the woman who died has many questions. Even though he says he’s heard nothing from the Midtown W Hotel or its management he plans to continue to seek answers and so do we.

For more:  http://www.11alive.com/news/article/192882/40/Tragic-fall-at-W-Hotel-raises-window-safety-concerns–

Comments Off on Hotel Industry Guest Safety Risks: Death Of Woman Who Fell From 10th Floor Window Of Atlanta Hotel Will Trigger Investigation Of Permitting And Inspection Of Hotel Window Replacements And Installation (Video)

Filed under Guest Issues, Health, Injuries, Liability, Maintenance, Management And Ownership, Risk Management

Tagged as , , , ,

by | May 30, 2011 · 10:56 am

Hospitality Industry Guest Injury Risks: Children Seriously Injured In UK Hotel "Jumping Castle" When Wind Gust Sends It Crashing Into A Telephone Pole

“Seventy per cent of all injuries on jumping castles occur from falls, most of these result in fractures… there can also be concussions,”

“…Three children in the UK were seriously injured after a jumping castle they were playing in was lifted off the ground by a wind gust before crashing into a telegraph pole….”

Seven-year-old Koby Dakin, his brother Kyle Dakin, 10, and eight-year-old Imogen Wright were thrown into the air after winds exceeding 60 km/h ripped the castle from its supports during a christening party at the White House Hotel in Whitby, North Yorkshire, at the weekend.

Mr Young’s son Koby was airlifted to hospital suffering a broken leg, two arm fractures, a broken rib, punctured lung and head trauma, while his older brother was treated in hospital for a leg injury.

Imogen Wright was hospitalised with head injuries and a concussion.

For more:  http://news.ninemsn.com.au/world/8255791/children-injured-after-jumping-castle-blows-away

Comments Off on Hospitality Industry Guest Injury Risks: Children Seriously Injured In UK Hotel "Jumping Castle" When Wind Gust Sends It Crashing Into A Telephone Pole

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

Tagged as , , , , ,

by | May 26, 2011 · 9:21 am

Hospitality Industry Employee Safety Risks: Hotel Housekeepers And Staff May Wear "Electronic Panic Buttons" To Protect Against Assault If New York Legislation Is Passed

“New York hotel workers would have electronic “panic buttons” under a new bill proposed after then-IMF chief Dominique Strauss-Kahn was charged with sexually assaulting a hotel maid…”

“…Hotel workers needing urgent help could use the panic buttons to contact the hotel’s front desk or its security, then police could be called if necessary…”

“…assaults may be undercounted, experts say, since workers may fear being sacked and employers, mindful of insurance, might not want to report assaults that are not severe….”

 Assemblyman Lancman, who chairs the Assembly’s subcommittee on workplace safety, said attacks on hotel maids and housekeepers were relatively common although he had no data to support that.

In 2009, 100 hotel maids were assaulted—70 by people, 30 by animals—according to the U.S. Bureau of Labor Statistics. But assaults may be undercounted, experts say, since workers may fear being sacked and employers, mindful of insurance, might not want to report assaults that are not severe. 

Hotel companies are examining security protocols following the incident, industry executives said on Tuesday.

 For more:  http://www.businessinsurance.com/article/20110525/NEWS01/110529923

Comments Off on Hospitality Industry Employee Safety Risks: Hotel Housekeepers And Staff May Wear "Electronic Panic Buttons" To Protect Against Assault If New York Legislation Is Passed

Filed under Crime, Guest Issues, Injuries, Labor Issues, Liability, Management And Ownership, Risk Management

Tagged as , , , ,

by | May 25, 2011 · 8:14 am

Hospitality Industry Employee Risks: Texas Hotel Manager Arrested For Theft As Guest Cash Payments Were Adjusted In The Computer

“….Hotel management discovered Hunter had been stealing for some time, the affidavit claimed. Officials found Hunter would check guests in and adjust off cash payments in the computer, then take the money...”

“…Hunter…was charged with theft over $1,500 under $20,000, according to an arrest warrant affidavit. Hunter’s bond was set at $5,000…”

A 30-year-old woman is suspected of stealing more than $3,000 from a Burkburnett business she worked for. On May 13, police were contacted by a representative of Sunway Hotel Management. The person said an audit of the property found money had been taken from the hotel safe, and from cash transactions.

The representative said Hunter, the general manager, said she had borrowed the missing money to pay for a child’s doctor bill, and would return it when she got paid. She was told she needed to come to the hotel to discuss the issue but never showed up.

A total of $2,618 in cash payments had been taken that way, allegedly all by Hunter. The total reached about $3,268 including petty cash from the safe.

For more:  http://www.timesrecordnews.com/news/2011/may/25/crime_beat_5-25/

Comments Off on Hospitality Industry Employee Risks: Texas Hotel Manager Arrested For Theft As Guest Cash Payments Were Adjusted In The Computer

Filed under Crime, Guest Issues, Insurance, Liability, Management And Ownership, Theft

Tagged as , , ,

by | May 23, 2011 · 6:06 am

Hospitality Industry Guest Service: Hotels Will Optimize "Guest Satisfaction" By Following Retail Industry Leaders Such As Nordstroms In Using "Hand Held" Devices For "Check-In, Room Key Cards, Spa, Restaurant And Other Services"

“…Nordstroms’ President, Blake Nordstrom, announced that some 5,000 hand held devices will be in the hands of Sales Associates by this July…”

“…everyone is in Guest Services…no more Front Desk – we have a Concierge Center. Check folks in right there on your hand held, take their credit card impression, dispense the “room key card”, via e-mail, and the bar code will open the Guest Room door, plus be used for all Hotel charges – spa, restaurant, golf, etc…”

 Nordstrom’s credo is exceptional Customer Service, and,   for those of us who have waited in line or even tried to find a Sales Associate in these large stores, the mobile application is just great.  By the way, Nordstroms just posted a 6.5 percent increase in first-quarter same-store sales.

Many operations already have the option of Kiosks, but they are so impersonal.  Get your people out from behind their desks (those barriers), meeting, greeting and rooming your Guests.  This is the “personal touch” in a technical world, and, watch, in 3-5 years this is what it will look like.

For more:  http://www.hoteltechresource.com/article54896.html

Comments Off on Hospitality Industry Guest Service: Hotels Will Optimize "Guest Satisfaction" By Following Retail Industry Leaders Such As Nordstroms In Using "Hand Held" Devices For "Check-In, Room Key Cards, Spa, Restaurant And Other Services"

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

Tagged as , , , ,