Category Archives: Management And Ownership

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

Hospitality Industry Sustainability Initiatives: Hotel “Green Initiatives” Are Being Implemented And Maintained Through Training And Management In Spite Of Economic Downturn

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

Hotel Industry Liability Issues: “Bed Bug” Court Verdicts Have Recently Found Hotel Owners Liable When “Conscious And Deliberate Behavior” Allowed Infestations To Proliferate

The recent surge in bed bugs has created an uptick in litigation against motel owners and landlords alike.  duLac’s article focuses on a Maryland attorney who is filing a series

Bed Beg infestations at hotels can result in guilty verdicts against hotel owners if conscious and deliberate behavior led to infestations going untreated.

of bed bug liability suits.  The typical compensatory damages claim is $200,000, and many of the suits claim punies.  Bed bug suits, in Maryland and elsewhere, generally face three major issues.

First, plaintiff will have to prove notice on the part of the motel owner or landlord.  Actual notice is best, but constructive notice should suffice.  For constructive notice, the focus will be the length of time the condition (bed bugs) has been in place.  The Maryland suits contain mostly conclusory allegations, so discovery will be important.

Second, plaintiff will have to establish compensatory damages.  Bed bugs are nasty creatures, and I have a lot of sympathy for people impacted by them.  Plaintiffs in Mathias got a jury verdict for compensatory damages of $5,000.  A Florida attorney quoted in duLac’s article is leaving the bed bug liability field because the damages are too small.  He noted that he settled one case for $4,000 and another for $10,000.

Finally, a fairly standard punies regime requires a plaintiff to prove some type of conscious and deliberate behavior on the part of the defendant.  In Mathias, the hotel owners were informed about the bed bugs.  Instead of paying for a $500 extermination, the owners allowed the bed bug situation to fester for nearly two years.  It was widely known the hotel had bed bugs.  There were certain rooms that employees were not supposed to rent out because of the bugs, yet the rooms were rented if there were not enough other rooms available.  Guests were informed the bugs were ticks (as if that’s better!).  Under these circumstances, the court upheld a punies verdict of $186,000.  If proving notice in the Maryland cases will require the discovery of significant facts, for punies the bar is even higher.

For more:  http://lawprofessors.typepad.com/tortsprof/2010/11/bed-bug-liability.html

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Filed under Claims, Guest Issues, Health, Liability, Management And Ownership, Risk Management

Hotel Industry Cyber-Crime Risks: Hotels Are #1 Target For Credit Card Data Theft As Centralized Processing And Economic Downturn Delay Encryption Software Upgrades

 “Because of the downturn in the economy, a lot of industries have stopped upgrading their software,” he said. “So they’re very open for being hacked at any point.”
A recent study shows the hotel industry is especially open for being hacked.
 
“The main reason is they’re such a central hub for where people run their cards,” Jones said.

 
Recent studies show hackers steal credit card data from hotels more than any other industry. 

“It’s not if it’s going to happen, it’s when it’s going to happen,” said John Sileo, a Denver resident who had his credit card information stolen on a recent business trip. “The Driskill Hotel had an entire database of customer information stolen. Mine was one of them.”

“Because of the downturn in the economy, a lot of industries have stopped upgrading their software,” he said. “So they’re very open for being hacked at any point.”

A recent study shows the hotel industry is especially open for being hacked.

Ryan Jones, a data-security consultant with Trustwave, has been watching a steady increase in hotel hacking.

Trustwave found that out of all the hacking cases they investigated last year, 38 percent involved hotels, well ahead of financial services (banks) at 19 percent and retail at 14 percent.

Destination Hotels and Resorts, headquartered in Englewood, is just one of the major chains that got hacked.

This summer, they told guests at 21 hotels across the country that their credit cards might be compromised.”Because of the downturn in the economy, a lot of industries have stopped upgrading their software,” he said. “So they’re very open for being hacked at any point.”

A recent study shows the hotel industry is especially open for being hacked.

Ryan Jones, a data-security consultant with Trustwave, has been watching a steady increase in hotel hacking.

“The main reason is they’re such a central hub for where people run their cards,” Jones said.

Trustwave found that out of all the hacking cases they investigated last year, 38 percent involved hotels, well ahead of financial services (banks) at 19 percent and retail at 14 percent.

Destination Hotels and Resorts, headquartered in Englewood, is just one of the major chains that got hacked.

This summer, they told guests at 21 hotels across the country that their credit cards might be compromised.

For more:  http://www.thedenverchannel.com/money/25881609/detail.html

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

Hotel Industry Employee Issues: Unions Unite To Highlight “Housekeeper Workloads” And Workplace Injuries (Video)

[youtube=http://www.youtube.com/watch?v=nfqf5KoVXRg]

Hyatt housekeepers have been given excessive work loads in cleaning extra rooms to the extent that they are experiencing numerous work injuries. In addition, their exhaustion at the end of the work day is seriously eroding their family lives.

On Nov. 18, 2010 a protest was held at the Hyatt Regency Chicago to draw attention to this. Supporting the housekeepers (members of UNITE HERE Local 1) were some 50 labor and community activists, including CACOSH (Chicago Area Committee on Occupational Safety and Health) Director Emanuel Blackwell who declared “work should not hurt.”

To dramatize the excessive work load of the housekeepers, the protesters marched with mops and buckets up to the entrance of the Hyatt to explain that they were there to help the housekeepers do their work. They were not allowed in. One housekeeper brought some fitted bed sheets as examples for the management to consider instead of the non-fitted sheets the workers are forced to use, causing extra backbreaking work when making beds. When she left the sample sheets at the hotel, management had the police write her a ticket for littering. Length – 7:28. Produced by Labor Beat. Labor Beat is a CAN TV Community Partner. Labor Beat is a non-profit 501(c)(3) member of IBEW 1220.

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