Library Archives

 
John Welty

Hotels provide a variety and growing number of ancillary services from child care to swim lessons to spa treatments. With so many different services being offered in one hotel, it can become increasingly difficult for hotel owners and operators to make sure they have the right protections in place in case anything goes wrong. Unfortunately, when a hotel is providing day care services, youth related events or intimate spa services, among other things, risks abound. In this article, we talk about the insurance coverages hotel owners and operators should consider when they add additional service offerings to their suite of hotel guest services. Read on...

John Welty

The opportunity to drive their dream car is on the bucket list of many. That goal can be checked off fairly easily these days as luxury car driver experiences are available through a variety of venues, including hotels and resorts. Dreamers no longer have to shell out hundreds of thousands to drive a Lamborghini; they can reserve a luxury suite at certain high-end hotels and enjoy the privilege of driving one for a few hours. Of course, for hotels and resorts offering this luxury service, new risks come with the experiences. In this article, we discuss what hotel and resort owners participating in these luxury driver experiences can do to make sure they have taken the proper steps to protect their guests, employees and their bottom lines. Read on...

John Welty

Discrimination has been a hot topic in the news lately. The "Hate Has No Home Here" campaign, women's marches, LGBTQ issues and Black Lives Matter protests are just a few examples of how Americans have been turning up the heat on what some view as existing but emerging threats to their race, gender, age, religion, or lifestyle. On the corporate side, the discrimination issue has left virtually no industry untouched. In this article, we will examine the impact of the topic of discrimination as it continues to gain steam in the hospitality industry, in particular. We will also discuss examples, insurance coverages available as well as risk management tips. Read on...

John Welty

"Who are you wearing?" will again be asked up and down the red carpet this year during Hollywood's annual awards season. Big names in the fashion and jewelry world like Gucci, Carolina Herrera, Christian Louboutin, and Cartier are likely to be the answers. This may leave one to wonder - how are these high-value items protected when the celebrities are off the red carpet and back in their hotel rooms? And then, how do non-celebrity hotel guests ensure their higher value items are protected during their vacations and hotel stays? In this article, we discuss insurance coverages hotels provide or should consider providing to protect guest property. Read on...

John Welty

Hurricanes can be frightening experiences, particularly for those on the coast. For hotels, which occupy much of the country's coastal landscape, they can bring revenue to a halt. Business interruption coverage is key to help hotels get through these catastrophes without having to board up their businesses for good. In this article, we explore the ins and outs of business interruption coverage to help hotel owners question their coverage and ensure they have the protection they need to come out on top after a major loss. Read on...

David Quezada

More than three million workplace injuries were reported in 2014, according to the Bureau of Labor Statistics. Of these, 75 percent occurred in service industries, which includes hotels, restaurants and bars. Workplace injuries and illnesses can have many negative repercussions, including potential litigation, higher workers' compensation premiums, employee turnover and low morale. Businesses with unsafe working conditions can also be subject to fines from the Occupational Safety and Health Administration (OSHA) - and the penalties for non-compliance just got a lot higher. Read on...

Philip J  Harvey

A city's win of a major special event like the Republican or Democratic National Convention can mean a boon for the local economy, including the hospitality industry. Unfortunately, these days, it also means heightened security concerns. Whether here or abroad, acts of terrorism, bombings, and active shooter situations are a part of life and cannot be ignored. Hotels—particularly those in special event host cities, or those hosting large conventions or multiple conferences simultaneously—need a plan in place to reduce their risk exposure to these horrific events. By developing security action plans and reinforcing them, hotel management can be sure they are doing the best they can to protect their guests and business without spoiling the fun of these events. Read on...

Christopher  Bolger

A good corporate culture of safety and risk management starts at the top and spreads to all staff until it is woven into the fabric of the hotel's daily activities. An effective safety program holds everyone from executives to housekeeping staff accountable for implementation and execution of clearly defined safety procedures. Hotel staff need to be proactively thinking and talking about safety - immediately wiping up spills, reporting pot holes in the parking lot and cutting off bar guests who've had one too many, among other things. By creating and implementing a top-notch safety program and holding employees accountable to it, hotels can significantly reduce their risk exposure and save millions of dollars in avoidable claims or potential reputational damage. Read on...

Philip J  Harvey

For hotel guests, a pool can be the most inviting amenity on the property. For hotel operators, pool safety is an ever-present source of liability. Risks go far beyond the possibility of water-related catastrophic losses such as drowning or serious injury in a diving accident. The water quality of a hotel's pools and spas also poses significant safety issues. The Centers for Disease Control and Prevention (CDC) says recreational water illnesses (RWIs) are on the rise and can manifest in a variety of skin conditions and gastrointestinal, skin, ear, respiratory and eye infections. Additional exposures include the unintentional ingestion of water. Read on...

Philip J  Harvey

When hotels are victims of data breaches, they take a hit to their reputation as well as to their bottom line. When they do not have a data breach response plan, proper security and a specialized insurance policy to adequately protect them, they find the consequences are even more severe. They struggle to respond quickly and accurately, and discover they are exposed to liabilities far beyond what they imagined. It's time hotels large and small recognize and prepare for what's happening in the hospitality industry. Read on...

Philip J  Harvey

Typically, when we attempt to control insurance claims costs in hospitality, we find ways to reduce the number of claims. That means yet another conversation about slips, trips and falls, the most frequent source of any insurance claim filed by a hotel. What about the most costly claims, the ones that draw settlements in the hundreds of thousands of dollars? Hotels must also reduce their exposure to risks that result in these sometimes catastrophic claims, from Legionnaires' outbreaks to back strain injuries among hospitality staff. In this article, I will discuss five emerging risks and one all-too-familiar risk that generate costly insurance claims. Read on...

David DeMoss

Insurance is one of the most vital elements in any risk management program. Due to the many potential liability and property incidents your hotel can face on a daily basis, insurance can help protect your business from physical and financial loss. With such a high degree of importance placed on your policy, it only makes sense to take a close look at the broker presenting it. Are you trusting the protection of your business to the right professional? Read on...

Christopher  Bolger

Bed bug infestations and the resulting liability can strike any hotel, no matter how high-end and reputable. Hotel guests around the country are reporting being bitten by bed bugs and are filing claims seeking compensation for insect bites and ruined hotel stays. Reviews can turn a guest's complaint about bed bugs on a travel website into a viral public relations nightmare. This article provides a detailed overview of what you need to know about bed beg insurance claims, infestation remediation and how to soften the impact of alleged infestations. Read on...

Christopher  Bolger

After a catastrophe befalls your hotel, you are forced to cope with not only the significant costs of clean-up and repair, but the loss of business income when your usual operations are interrupted. In these instances, hotels often lose multiple income streams, from rooms to events to food and beverage. Read on...

Christopher  Bolger

Serving liquor is risky business. According to the Centers for Disease Control and Prevention (CDC), there were 88,000 alcohol-related deaths each year from 2006 to 2010, and MADD reports 28 people die each day as a result of drunk driving accidents. Like all businesses that serve alcohol, the hospitality industry must be concerned about these trends and their liquor liability exposure. Read on...

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Coming up in February 2018...

Social Media: Engagement is Key

There are currently 2.3 billion active users of social media networks and savvy hotel operators have incorporated social media into their marketing mix. There are a few Goliath channels on which one must have a presence (Facebook & Twitter) but there are also several newer upstart channels (Instagram, Snapchat &WeChat, for example) that merit consideration. With its 1.86 billion users, Facebook is a dominant platform where operators can drive brand awareness, facilitate bookings, offer incentives and collect sought-after reviews. Twitter's 284 million users generate 500 million tweets per day, and operators can use its platform for lead generation, building loyalty, and guest interaction. Instagram was originally a small photo-sharing site but it has blown up into a massive photo and video channel. The site can be used to post photos of the hotel property, as well as creating Instagram Stories - personal videos that disappear from the channel after 24 hours. In this regard, Instagram and Snapchat are now in direct competition. WeChat is a Chinese company whose aim is to be the App for Everything - instant messaging, social media, shopping and payment services - all in a single platform. In addition to these channels, blogging continues to be a popular method to establish leadership, enhance reputations, and engage with customers in a direct and personal way. The key to effective use of all social media is to find out where your customers are and then, to the fullest extent possible, engage with them on a personal level. This engagement is what creates a personal connection and sustains brand loyalty. The February Hotel Business Review will explore these issues and examine how some hotels are successfully integrating social media into their operations.