Tag Archives: Hotel Management

Hospitality Industry Management Update: “5 Ways to Improve Responses on TripAdvisor”

Leisman cited data form a Phocuswright poll of the TripAdvisor community of travelers that found 84% of U.S. users agreed that an appropriate managementonline engagement response to a bad review “improves my impression of the hotel.” Six of 10 users (62%) said seeing hotel management responses to reviews generally “makes me more likely to book it (versus a comparable hotel that didn’t respond to travelers).”

It’s funny observing the disparate number of policies hoteliers employ regarding reviews on TripAdvisor. Company A insists on responding to every comment, while Company B tells its managers to reply only to the bad. Company C takes a different tact entirely: It doesn’t respond to any.

Those are the broad buckets. Nuances and further variation exist at each stage along the spectrum. And each company that employs them insists theirs is the only and obvious approach.

Some variety might be warranted. One hotel is often not like the other, so I understand a degree of unique plans that appeal to unique bases of demand, product offerings and location types.

But clearly there are some hoteliers who, despite their best intentions, are engaging with guests on TripAdvisor in a manner that could prove potentially harmful to further review rankings and thus future bookings.

In cases such as these, I find it’s best to go straight to the source for the prescribed best practices. In this case, that would be TripAdvisor—or more specifically, Heather Leisman, business VP of industry marketing.

This topic was top of mind for her. TripAdvisor recently released a report which examined why travelers write reviews. The top reason? “To share useful information with others” and because “they find reviews helpful, so they want to give back.” (Who knew the TripAdvisor online community was so altruistic?)

For more: http://bit.ly/1cgseQT

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

Hospitality Industry Management Update: “Industry Groups Sue Over L.A.’s Minimum Wage for Hotel Workers”

The two industry groups are seeking an injunction to block enforcement of the hotel wage law, which was approved in September. The measure is set to go into effect in July for hotels with at least 300 rooms and expand a year later to hotels with at least 150 roomsla minimum wage…backers of the measure said it would prevent hotel workers from having to take on second jobs that keep them from seeing their families. They also argued that the hotels in Los Angeles have benefited from the city’s efforts at boosting the tourism industry.

Two hotel industry groups filed a federal lawsuit Tuesday challenging a new Los Angeles law that requires a higher minimum wage at the city’s larger hotels.

The lawsuit from the American Hotel and Lodging Assn. and the Asian American Hotel Owners Assn. contends that the City Council’s decision to impose a $15.37 per hour minimum wage is preempted by federal labor law and therefore unenforceable.

The two groups also say the city is interfering with labor relations and union organizing at its larger hotels. And they voiced fears that L.A.’s ordinance could be replicated elsewhere in the country.

For more: http://lat.ms/13aZQeG

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Filed under Employee Benefits, Hotel Employees, Hotel Industry, Management And Ownership

Hospitality Industry Management Update: “Hotel Housekeepers Say ‘Green’ Program Eliminates Jobs”

Chavez said housekeepers have been reprimanded for not cleaning rooms fast enough and some have resorted to working through breaks to avoid warnings. green-hotelsStill, she said, there are days when she looks at the clock at 2 p.m. and realizes she won’t finish on time. By comparison, before the program started, she could clean up to 20 rooms in a day because some rooms just needed a light touch.

A program that encourages hotel guests to decline housekeeping to conserve water and electricity sounds like a noble idea.

But hotel housekeepers say the program is killing their jobs, their legs and their backs as those workers still employed say they have to work harder because the rooms tend to be dirtier.

Fabiola Rivera, 31, said her managers expect her to clean rooms left unkempt for as many as three days at a pace of 16 rooms per day in an eight-hour shift, the same quota as if the rooms were tidied daily. And she also has to run around delivering fresh towels to guests in the program who cheat a bit.

For more: http://trib.in/1waj7sz

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Filed under Employee Practices, Green Lodging, Hotel Employees, Hotel Industry, Liability, Maintenance, Management And Ownership, Training

Hospitality Industry Management Update: “Increase Hotel Profits by Keeping Your Employees Happy”

Customers often base their spending behaviors solely on their perception of the service. This is particularly true in the travel industry. Happy hotel maid at work in hotel roomQuick and efficient check-ins, a welcoming and accommodating staff, honesty and brand reliability are essential. When combined, these ingredients create the ultimate recipe for profitability.

The hospitality industry is thriving, but with that success comes responsibility. Hotel and restaurant owners need good management practices in order to remain relevant and realize sustained profits. Effective management includes overseeing employee satisfaction. Research has shown that there is a direct connection between employee contentment and customer loyalty. This is why it is important to take an interest in each staff member’s happiness.

In an accommodation industry, the key to customer satisfaction is high-quality service. However, employees who are unhappy often lack the motivation to provide such service, which results in disgruntled customers. This trickle-down effect can adversely affect a company’s revenue. Studies have proven that the attitude of an employee is directly related to a customer’s spending. Essentially, happy employees create happy customers.

For more: http://bit.ly/1xKit6j

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Filed under Employee Practices, Hotel Employees, Management And Ownership, Risk Management

Hospitality Industry Management Update: “Hotel Housekeepers Are at Great Risk for Sexual Assault From Guests”

“Women described men who insisted they close the door while cleaning, grabbed their hands as they handed over change and asked where they could “find a girl.”housekeeper-387x580 Kensbock and her colleagues identified a few factors that put women in the hotel industry at a heightened risk for sexual harassment, including the “gendered” nature of their work as housekeepers and their lack of power relative to the guests…Most of the women in Kensbock’s study coped with harassment using passive strategies, like humor or deflection. Though the hotel management had protocols they could follow to report inappropriate behavior, womenfearing guests would retaliate by leaving negative surveysrarely complained.”

When Dominique Strauss-Kahn was accused of assaulting Nafissatou Diallo, the maid who was sent to clean his hotel room, hospitality workers thought the story seemed all-too-plausible. In a New York Times op-ed, Jacob Tomsky, a veteran of the hotel industry, wrote that housekeepers are assaulted by guests “more often than you’d think,” and that their employers don’t offer much protection. In a recent account on xoJane, an anonymous woman describes a decade’s worth of sexual harassment in different parts of the hotel industryfrom working the front desk to cleaning rooms. It’s so systemic, she says, that the women developed coordinated strategies to cope with itlike enlisting other housekeepers to stay with them when they’re assigned to clean the room of a “known pervert.”

For more: http://bit.ly/124uEO7

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

Hospitality Industry Management Update: “Legionnaires’ Disease: Awareness and Prevention” (Video)

HOSPITALITY RISK SOLUTIONS

Petra Risk Solutions’ Loss Control Manager, Marco Johnson, offers a P3 Hospitality Risk Report – ‘Legionnaires’ Disease: Awareness and Prevention’. 

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.

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Filed under Food Illnesses, Guest Issues, Health, Hotel Employees, Hotel Industry, Management And Ownership, Risk Management

Hospitality Industry Risk Management Update: “Water Line Bursts, Floods W Hotel”

“…San Diego Fire crews tried to help fix the flooding, but the damage done is more than the firefighters were prepared to handle.Water leak W Hotel Instead, an outside company that specializes in flooding cleanup was called in to deal with it…Guests rooms were not damaged in the flooding, hotel management told NBC 7. There was extensive damage to other areas of the hotel including some flooding into the lobby, they said…”

Guests are avoiding some major flooding after a big water line burst inside the W Hotel Monday night.

Water started leaking from the third floor, through the roof and down onto floors below around 8:15 p.m. inside the hotel at 421 W. B Street.

Joyce Baghtassarian was staying at the W Hotel on her trip to San Diego from Los Angeles. She was heading out the door to go to dinner when she noticed water flowing from the elevators.

For more: http://bit.ly/1rkkTGF

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Filed under Hotel Industry, Insurance, Maintenance, Management And Ownership, Risk Management, Structural Damage