Tag Archives: hotel workers

Keeping Hotel Housekeepers Safe

A hotel housekeeper’s duties can be grueling and intense – and can result in serious injuries.

Bureau of Labor Statistics data from 2013 shows that hotel and motel workers had a nonfatal injury and illness rate of 5.4. The rate for all industries was 3.5.

“As more amenities continue to be offered in hotel rooms, housekeepers often are having to work even harder and more quickly,” said Gary Allread, program director of the Institute for Ergonomics at Ohio State University in Columbus.

Housekeeping

Advocates are calling for stronger protections and better ergonomics training for hotel housekeeping workers.

More work, more hazards

In 2012, hospitality workers union UNITE HERE sent a petition to the California Department of Industrial Relations’ Occupational Safety and Health Standards Board. The petition called for a standard to protect hospitality workers as hotels compete to offer more luxurious settings for their guests. Upgraded mattresses can weigh more than 100 pounds, UNITE HERE claims, and bath linen is larger and heavier – putting housekeeping workers at risk of overexertion. More amenities, such as larger mirrors and TVs, have to be cleaned.

“What you’re seeing now when you go into the hotel room, it’s not just two pillows on a bed, it’s four or five,” said Lorne Scarlett, industry specialist with the Workers’ Compensation Board of British Columbia, also known as WorkSafe BC. “That process they go through stuffing a pillow, they’re doing that four to five times per bed. The cleanliness of the room is scrutinized by the larger, luxury hotels. They’re not just doing a light dust. They’re doing a very determined clean each time.”

According to Ohio State University, other injury risk factors are:

  • “Forceful exertions,” including pushing heavy carts and using vacuum cleaners
  • Awkward postures while cleaning bathrooms and other areas
  • Repetitive motions, such as cleaning mirrors and changing pillowcases Maintaining postures for long periods
  • Little rest

“The good thing is we can reduce those risks through just plain, out-front awareness and education,” Scarlett said.

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Filed under Hotel Employees, Hotel Industry, Injuries, Risk Management, Training, Workers' Compensation

How Your GMs Manage Their Staff

Regardless of their age, most general managers have long to-do lists each day to keep their hotels running smoothly. But when a young professional earns the title at an early stage in their career, the role comes with a unique set of challenges. Being a young general manager requires a relatively unseasoned professional to manage employees who may be older and more experienced in hospitality. During an AH&LA Under 30 Gateway webinar titled, “How to Become a GM by 30,” three general managers discussed how to gracefully establish one’s place as a young leader.

 

Business meeting

“Being a young leader in this industry, you come across many people of different ages and backgrounds, and you need to learn to manage them in different ways. It’s important to connect with them on a personal level and not try to come in as a young leader and just take charge. Understand that people who are older than you are probably seasoned in the industry and have a lot of knowledge they can share with you about service or the property you’re working at. It’s important to keep an open mind and always take feedback. There will be hard times when you need to have conversations with employees who may be older than you or the same age as you, because you’re their leader.”

Nikki Carlson, General Manager at the Tuscan Inn, Noble House Hotels & Resorts in San Francisco, Calif.

“There will always be more seasoned individuals in the industry than yourself, and that can be a challenge, but building that personal connection with employees can help smooth over any situation. If they know that you care about them genuinely, then they’ll do anything for you.”
Jennifer Wilt, General Manager at Aloft Leawood/Presidian Destinations in Kansas City, Mo.

For more info: ( http://bit.ly/28MgzxW )

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Filed under Employee Practices, Hotel Employees, Hotel Industry, Management And Ownership, Training

Legionella: A Growing Problem in the Hospitality Industry

Legionella bacteria were identified in 1976 as the cause of Legionnaires’ disease (a deadly pneumonia) and Pontiac fever. More recently, rates of contamination and infection have been on the rise across the United States and around the world. Not only are there new, unexpected sources of contamination, but also drinking water sources and infrastructure (in addition to premise plumbing) have been implicated in the increased spread of Legionella. In order to avoid expensive, public evacuation and closure, hotel operators are beginning to monitor their facilities for Legionella contamination.

legionella

According to the Centers for Disease Control and Prevention (CDC), Legionella infection has a 5 to 30 percent mortality rate and is responsible for at least 8,000 to 18,000 U.S. hospitalizations each year. The sick and elderly are most vulnerable, but anyone is susceptible. Each week there are new reports of Legionella contamination in hotels, cruise ships, and hospitals that has resulted in closure for remediation. Several high-profile deadly outbreaks have occurred recently, including one around Flint, Mich., (nine deaths) associated with its lead contamination. Twelve deaths from Legionnaires’ contracted at a hotel in the South Bronx last summer prompted New York State to pass a regulation on the monitoring of cooling towers for Legionella. Because contamination is intensifying—The Lancet reported a 219 percent increase in reported cases of infection during 2000-2009—incidents like these, and subsequent regulations like New York’s, are expected to become more common.

Legionella prefers warm, wet environments, but because it can grow in a wide range of temperatures and conditions, it is ubiquitous in both natural and industrial environments. Infection occurs after inhalation, so any process that creates fine water droplets or aerosols (evaporative condensers, showers, spas, pools, decorative water features, or sprinklers) can spread Legionella. More unusual cases of infection have occurred as well. Recently, The New England Journal of Medicine reported strong evidence of person-to-person transmission. Grocery store produce misters in the United States and abroad have caused outbreaks when not cleaned regularly. Particularly surprising was the spread of Legionella through communities in Spain by street paving and cleaning trucks, resulting in 59 cases and 11 deaths. In these cases, identifying, removing, and cleaning the vehicles responsible ended the outbreaks.

In its Hotel Safety and Security Assessment Form, the American Hotel & Lodging Association (AH&LA) recommends that procedures be in place to monitor and mitigate Legionella. It is essential to detect the bacteria early with a rapid, on-site test, allowing prompt, targeted treatment. This will minimize the risk of more extensive contamination leading to closure and undesirable publicity, or worse, infection of employees or guests. However, the Legionella detection methods currently in use fail to meet all of the above criteria. Culturing, the method recommended by ASHRAE Standard 188-2015 for building water systems, is generally accurate and quantitative, but very slow (one to two weeks), and, for multiple reasons, plagued by false negatives. PCR is faster, though not rapid (8-24 hours), not quantitative, and is subject to both false positives and negatives. Both methods are elaborate and expensive, cannot be performed on-site, and require scientific training. Strip tests are simple, but not quantitative, and do not detect all of the deadly species of Legionella.

A new method being adopted by hotel chains and cruise lines, called immunomagnetic separation capture enzyme immunoassay (IMS-CEIA), meets the need for a fast, on-site Legionella test without the disadvantages of the other methods. With minimal training, it can be used by facility employees to monitor water systems and cooling towers, so that when necessary, prompt action can be taken while a subset of samples are sent for confirmation by culture testing.

The continued global expansion of Legionella contamination and outbreaks has heightened the need for preventive monitoring by the hospitality industry. Incorporation of a testing program that can be performed on-site by hotel staff will enable rapid, targeted mitigation.

For more: http://bit.ly/1M0iYSv

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Filed under Claims, Health, Hotel Industry, Management And Ownership, Risk Management

Reduce Workplace Injuries, Boost Productivity

High levels of customer satisfaction in the hospitality and leisure industries are critical to the success of any property. It is even more challenging to maintain customer satisfaction while reducing costs associated with employee injuries and the workers’ compensation claims. Employees are continually trained on the nuances of customer service skills and customer interactions in order to achieve the best levels of service. However, maintaining a high level of productivity is difficult when employees have been injured. Increasing injury rates result in higher workers’ compensation insurance, medical care, and claim costs.

Taking a look at the causes of work-related injuries, implementing standardized work practices, and making simple changes can yield a significant decrease in injury risk and an increase in productivity. A single property within a national hotel chain has been able to decrease its workers’ compensation costs by $500,000 in the first year while improving its customer satisfaction ratings.

Within the U.S. hospitality and leisure industry, food services and accommodations employees represent 12.9 million of the 15 million employees. In 2014, the recordable injury rate among these employees was 3.6 injuries per 100 full-time employees. These injury rates can be higher among employees in departments such as housekeeping and banquet operations. One study indicated that up to 95 percent of the housekeepers indicated they experienced severe to very severe physical pain.

Any effective ergonomics and process improvement program should include aspects such as management support, employee involvement, training, problem identification, early reporting of injury symptoms, evaluation of hazard controls, implementation of hazard controls, and evaluation of progress.

Productivity

Effective administration and implementation of each aspect is important, but knowing which changes will bring the most improvement in productivity and injury reduction can make a big difference.

 

Let’s take a look at housekeeping: Their work ensures proper cleaning as well as maintaining the visual standards of the brand. Over the past decade, consumers’ expectations of luxury as it relates to hotel rooms have increased. Furnishings are more luxurious and often include thicker mattresses, plush duvets, decorative bed skirts, and the inclusion of a variety of pillows.

In an effort to reduce injury risk while maintaining or improving customer satisfaction within a housekeeping department, we reviewed common tasks and identified the tasks that were most likely to cause injury. A detailed study was conducted of these common housekeeping tasks, such as cleaning bathrooms, changing and making beds, and removing trash and soiled linen. The evaluations determined the extent of injury risk factors and opportunities to improve the quality of the services performed. After the analysis, recommendations were made related to the selection of appropriate tools, the modification of techniques for cleaning showers and bath tubs to decrease awkward postures and minimize forces, and the identification of methods to minimize awkward postures and forces while changing beds and handling trash and dirty linens. One key factor in the success of these changes was training the employees in the appropriate methods, injury risk factors, and the proper use of tools. The changes made within the housekeeping department decreased duvet-making time by 32 percent while maintaining a standard look; reduced the number of awkward shoulder postures by 72 percent; and reduced the number of awkward back postures by 45 percent. Guests indicated an improvement by a 5 percent increase in customer cleanliness ratings.

Another department that commonly experiences a high number of injuries is the banquet operations department. Within the banquets area, server and setup tasks were also evaluated. Following similar principles, tasks were identified that had previously caused injury or were difficult to perform. Evaluations were again conducted and recommendations were made. These recommendations involved working with vendors to identify the changes to carts that could make the most impact on decreasing push/pull forces while not decreasing the load on the carts. Additionally, standardized methods of room setup and table movement were established. These simple changes and employee training yielded a decrease in injury risk, improved employee morale, and increased efficiency.

Maintaining high levels of customer satisfaction while minimizing employee injuries and workers’ compensation costs in hospitality and leisure industry is critical to the success of any property. Evaluation of tasks by a qualified professional (such as a certified professional ergonomist) can ensure that risk factors are appropriately identified and that the recommendations will adequately reduce injury risk. Minimizing costs, reducing injuries, improving efficiency, and improving customer satisfaction ratings are benefits of a successful ergonomics and process improvement program.

For more: http://bit.ly/1SaVAye

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Filed under Claims, Employee Benefits, Employee Practices, Health, Hotel Employees, Hotel Industry, Injuries, Insurance, Management And Ownership, Risk Management, Training

New Robotic Exoskeleton Technology is Here From Panasonic

Mobility may be one of the most important elements in maintaining personal autonomy. And now, thanks to the incredible technology behind robotic exoskeletons, the elderly, the injured, and many others can experience mobility like never before. In a new video, Panasonic unveils its latest achievements in the robotics field, applying advanced control and sensor technologies to create a motor-equipped robot that will assist with human body mechanics.

Panasonic has developed a pair of suits — one meant primarily for industrial purposes, and another to help the disabled. The power assist suits will help users perform manual labor and potentially dangerous tasks in a range of worksites, and Hiromichi Fujimoto, president of Activelink Co. (one of Panasonic’s in-house venture companies) noted, “We are proposing robotics to help at these worksites, because there will always be a certain level of work that must be done by people, and these power assist suits can help reduce the physical strain during such work.”

To help with lifting and carrying heavy loads, Panasonic has introduced the AWN-03, an assist suit designed specifically to provide lower back support. By sensing the wearer’s motion when lifting or holding heavy objects, the suit sends a signal to its motors to jump into action. By raising the user’s upper body while simultaneously pushing on their thighs, the suit promises to reduce stress on the lower back by 15 kg.

Panasonic

There are also two additional suits that could be used in industrial settings — the PLN-01 (the “Ninja”) is meant to help the user’s motion while walking and running, whereas the Power Loader is heralded as a powerful suit perfect for use during disaster relief, construction, and public works.

On the other end of the spectrum, Panasonic has unveiled suits meant for the elderly. “As Japan has becomes an aging society, Panasonic is aspiring to make its contribution by supporting the elderly and their families lead a comfortable life full of smiling faces and laughter” explained Hitoshi Sasaki, assistant director of Sincere Kourien, an elderly care facility run by Panasonic Age-Free. “There are many instances that can be straining to both caregivers and care recipients. Just moving from the bed to a wheelchair can be a very energy consuming for both parties.”

For more: http://bit.ly/1UGTjAW

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Filed under Claims, Employee Practices, Health, Hotel Employees, Hotel Industry, Injuries, Management And Ownership, Risk Management, Technology, Workers' Compensation

Workplace Violence – How to Deal with a Disgruntled Ex-Employee

violence
You are an executive working intently in your office when your assistant calls and informs you that a disgruntled ex-employee has shown up at the facility with a weapon and is threatening violence.  Will you know what to do, or better yet, what not to do?

 

Workplace violence can be defined as any act that creates intimidating, hostile, and offensive or a threatening work environment through unwelcome words, actions or physical contact.  As we have seen on multiple occasions, workplace violence and active shooter occurrences have been on a steady incline in this country.  Are you and your company prepared?

There are two types of workplace violence that need to be taken into consideration. First is the external variety – criminal activity from a non-employee, client or customer.  Second is the internal variety of a problem employee, employee personal relationship, hostile individual due to disciplinary actions or a facility closing.  Be prepared by taking some very easy measures:

  • Have a  written policy that is known throughout your organization
  • Take the position of ‘no tolerance’ for this activity
  • Train employees and provide ongoing training
  • Make sure your plan protects first, then concentrates on compliance
  • Understand and effectively communicate the legal implications

The potential deadly situations are reasonably foreseeable and this should be the standard used for compliance and determination of liability. Understand what data you need to assist in the prevention of workplace violence.  You not only have a legal responsibility but the obligation to your workforce.  Negligent hiring, high-risk terminations, retention, security, and poor training open you and your organization to the possibility of a workplace violence incident.  Human resources plays a key role in your workplace violence plan through effective pre-employment screening, establishing discrete communications channels, an Employee Assistance Program and coordination with your security personnel regarding response plans.

Do not allow yourself to make these five critical mistakes:

  • Denial and avoidance
  • Not having a threat response plan
  • Acting too hastily
  • Lack of total workforce participation
  • Insufficient assessment process

Coordinate a case assessment team and make sure they understand their purpose, make-up, objectives, and documentation measures.  The need to recognize the behavioral warning signs that signal potential trouble and that evaluation of behavior is not ‘profiling’.

Protective measures include:

  • A facility security audit
  • Obtaining local crime statistics
  • Recording a history of incidents
  • Personnel training
  • General security awareness training
  • An established liaison with local law enforcement.

Remember, ignorance does not relieve an organization of responsibility.  In summation, an organization has a Duty of Care responsibility to their employees and must plan, train, recognize, manage and respond to this growing problem within the business community.

For more: http://bit.ly/1XAJN02

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Filed under Crime, Hotel Employees, Hotel Industry, Labor Issues, Management And Ownership, Risk Management, Training

Spending Money Where the Guest Perceives It

guest

When it comes to renovations, savvy owners are investing their money in design aspects that matter most to the guest. Nunzio DeSantis, executive vice president and director of HKS Hospitality Group, shares his perspective on where hotels can get the biggest bang for their buck.

Emphasize guest public spaces.

“The lobby has the opportunity to create an interesting and engaging space. We see every type of guest—business, leisure, group—enjoying and entering this space. Everyone must enter and check-in and everyone must exit and check out through this space. If you take a look at the lobby, it can also be an extension of the bar, coffee shop, or restaurant. The quality of seats and materials will bring business travelers down to conduct work and entice group visitors to congregate in this space.”

Lighting is key.

“Look at how each room plays off of the other. How are the indoors and outdoors connected? What is the lighting like? Is it natural or synthetic lighting? The best way to make your guests happy they have chosen your hotel as their home away from home is a great view. Location and views change the entire experience.”

Design a navigable guestroom.

“There are two functionalities we are finding more and more hotels could be benefiting from: Mobility within the room and creating a square room. Most rooms are entered from a corridor. The guest then enters their room by walking into yet another corridor, thus elongating the anticipation of the satisfaction of their room. What I suggest is to create a 22-by-22-square-foot room instead of the typical 15-by-32-square-foot room. You do this by pushing the closet, typically to your right, and the wet room, typically to your left, to the back of the room. You not only create more space within the room, you also have now made the wet room less or a confined closet and more of an enhanced experience with a window. You have also created space for mobility.”

Create a clean bathroom space.

“The lavatory is what is going to set one brand apart from the rest. Customer service is always going to vary from brand to brand and is part of the interaction aspect of hotels, but everyone utilizes the lavatory, and everyone prefers it clean and functional. My suggestion is to get rid of the bathtub altogether and have a shower with a ledge. Really think about the guest—not everyone is the same height, so adjustability of the shower head is very important. Think about the firmness of the water, how it hits you, the temperature controls and what really should be the universal way to turn the shower on and off. And lastly, the drain should be slanted—this way everyone’s filth isn’t circling—and the doors should be an opaque glass. It’s clean, elegant, and private.”

Craft an all-encompassing fitness experience.

“Fifteen to 20 years ago, fitness rooms had no windows and were a small room with a few pieces of equipment. Today, people want fitness with a view, great outdoor patios for a cool down, innovative lighting, larger open spaces to move around, and equipment that is functional.”

Whenever DeSantis travels and stays in a new hotel, his architect side always emerges. As a guest, he constantly looks at what the properties are doing right or wrong, and whether things are working as intended. DeSantis says hotel design is all about making the right mistakes. “You try until it works, and when it does, you watch your guests’ experiences come to life.”

For more: http://bit.ly/1SNBvU2

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Filed under Guest Issues, Hotel Industry, Maintenance, Management And Ownership

Workers Compensation Best Practices: What You Should Be Doing

Workers Compensation

Effective cost management of workers compensation claims starts at the time of the injury. Otherwise, studies confirm that the longer it takes to report a claim, the higher the cost.

 

“What happens in the first 24 hours post-injury is critical,” said Michael Bell, executive vice president for U.S. business development with Gallagher Bassett. Industry experts agree that successful management of these expenses must be comprehensive from start to finish, from the time of the injury through recovery and eventual return to work.

Bell estimates that 30% of all injured workers require medical guidance instead of medical care. This means that 30% can be resolved with self-treatment and that a claim doesn’t have to be filed. It eliminates a costly visit to the emergency room, where expenses can quickly climb to $1,000 or more.

The top priority — helping the employee recover and return to work — is best addressed by prompt treatment and proper guidance to direct the patient to the right source of care. For example, if someone is suffering from complex pain issues, a general practitioner may not be the best option for a claim that is not going to end with a simple outcome.

An injury is frequently a new experience for many employees who are looking for guidance. Where that guidance comes from, whether on the employer’s side or the claims handling side, makes a difference. A recommended best practice, Bell said, is a nurse triage process. Nurses will record initial interviews at the site of the accident, a critical time when facts can be clarified and confirmed. A worker will be much more honest in sharing information with a nurse than with a claims professional. A triage nurse also determines whether treatment is even necessary and then guides the patient to the appropriate medical provider.

For more: http://bit.ly/1mQNvXM

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Filed under Hotel Employees, Hotel Industry, Insurance, Management And Ownership, Workers' Compensation

Guest Experience Trends: What To Watch In ’16

Experience

There have been countless reports and studies on guests trends for the coming year. And there’s no shortage of trend-related articles on Hotel News Now.

But what exactly can travelers expect in 2016 when it comes to the guests experience? HNN sought to answer that question with this virtual roundtable. We asked hotel industry folks with an array of backgrounds the following question:

What’s a trend not on everyone’s radar that will affect the guests experience in 2016?

Experience

On luxury

Mark Harmon, managing partner, Auberge Resorts Collection: “Luxury resort guests today, more than ever before, are seeking custom-designed experiences and highly-personalized service. They’re enjoying sophisticated cuisine in settings that are relaxed and social and they’re embracing service that’s unscripted. Guests are looking to the operator to be the destination advisor and to create a one-of-a-kind experience that surprise and delight. In every aspect of the resort experience, this new approach is taking off, and it will continue to evolve in 2016 and beyond.”

Experience

On hotel design

Harry Wheeler, principal, Group One Partners: “Art is becoming increasingly more important to our hotel designs to enhance the overall guest experience and fulfill their desire for authenticity. Art, sculpture and the reuse of historical artifacts and their integration into the architecture of the building play a huge role in providing travelers with a personal and customized experience and connection with hotel brands. By creating viewing areas and architectural elements to frame this art, we are immersing guests in their cultural surroundings by giving them a hotel with a personality that celebrates its place in the world.”

Experience

On technology

Matthew Schuyler, EVP and chief human resources officer, Hilton Worldwide Holdings: “Rapid advances in technology continue to shape and change how we interact with brands, products and people, changing the way we live and learn. Consumers now expect a customized experience. The challenge for companies is how we leverage technology to provide consistency at scale when needed while, at the same time, providing unique the experience being demanded by our customers. … Our guests, they want to be in the driver’s seat when it comes to their experiences with our company.”

Experience

On F&B

Thomas Conran, principal, Greenwood Hospitality: “The mantra for the coming year will continue to push operators to think outside the box and create a unique multi-faceted experience. The focus to infuse healthy and hyper-local ingredients into food-and-beverage items will be on the rise. More focus on the sustainability and locally sourced animal proteins will occur and whether it be root vegetables, compressed melons or fresh garnishes they will all find their way into bar and nosh offerings, main plate attractions and cocktails as well. Further development in the use of aromatic spices and sauce blends will be found in cocktails, ‘mocktails’ and even snacks. Additionally, ceviche, sashimi and crudo and distinct ethnic flavors will continue to grow in popularity, providing diners an opportunity to explore greater portions of a menu in a single experience through the use of ‘small and share’ plates. Comfort food and stews will continue to gain popularity, even including variations of fried chicken. Be on the lookout for dishes utilizing new and important cuts of meat.

“On the beverage side, mock cocktails and variations of eccentric coffee offerings will become more prevalent alongside the creation of house-made sodas. Gin could become the new bourbon, yet the latter will continue to be a strong performer in the year ahead. The use of infusions and the fresh garnishes will be mainstays for the mixology discipline. Craft beers will remain healthy in 2016 and will be joined at the tap with wine offerings. Additionally, there will be a renewed focus on wine listings to include more white wine selections.

For more: http://bit.ly/1JhLpcQ

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Filed under Guest Issues, Hotel Industry, Management And Ownership, Social Media

Tech Update: “Hotel Apps – Nightmare or Blessing?”

Most hotel chains and many individual hotels have their own hotel apps – a small program for smart phones, which is supposed to facilitate the check-in process, provide additional information, replace the room key card, and eventually support and facilitate the next booking at the hotel.

But are apps really the ultimate solution? These small programs can easily turn into an expensive exercise and they have to be programmed for the various operating systems. Most importantly, an app should be embedded in a centralized guest-oriented IT structure.

The hotel business is often compared with the airlines business. This is, however, misleading, as frequent travelers – the target group hoteliers like to attract – mainly use the same airline. Surveys show, however, that this is not the case when it comes to choosing a hotel. On average, a frequent traveler has four loyalty cards from different hotel companies and eventually has to get used to several apps. Is this a client-oriented approach or just an IT trend, which managers cannot resist to follow?

At the beginning of the Internet age IBM’s slogan was “Jump in!”. But not the ones who just jumped in and followed the latest trends have become or are successful, but those who took some time to verify, analyze and then deliberately chose the right – client-focused – strategy.

On the one hand, an app has to suit the respective overall concept; on the other hand, it has to be accepted by the guests. This is the main difference between the OTAs that focus on the guest, and many hoteliers, who just love their product. The guest should always be in the focus. This rule is taught to every trainee or student in the first year of apprenticeship or studies.

The figures show that consumers increasingly consider apps as annoying. The result is that downloads are stagnating considering the increasing share of smart phones in the total market. Travel apps only come in seventh in the download ranking. There is not even a separate category for hotel apps.

For more: http://bit.ly/1OZ8AdN

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Filed under Hotel Industry, Management And Ownership, Technology