Editorial Board   

Ms. Oksner

Elaine Oksner

Guest and Concierge Services Trainer, Hospitality Excellence, Inc.

Elaine Oksner is Past President of Les Clefs D'Or, USA the professional concierge membership association representing the highest standards of service excellence and ultimate service. In this role, she traveled internationally representing the concierge profession to the business community and to business leaders worldwide. She is the former Chef Concierge of the Breakers Resort, Palm Beach, one of only two Five Star, Five Diamond hotel properties in the state of Florida. Previously she served as Chef Concierge for the Four Seasons in Palm Beach and the Park Hyatt in Washington, DC. She has been the recipient of numerous awards and has served as President of Washington, DC and Palm Beach, Florida concierge associations which she helped to establish. Elaine was also one of 100 delegates selected by President Clinton to attend and participate in the first White House Conference on Travel and Tourism. Ms. Oksner is a frequent lecturer on "Managing the Guest Service Staff" and "The Ethics of Service Delivery" and remains an active teacher and leader in the concierge profession. She has been a lead instructor/trainer for the International Concierge Institute and provides guest and concierge service training, consulting, development and mystery shopper services for Hospitality Excellence, Inc. She also remains on the concierge staff of the Four Seasons, Palm Beach. She has a BA from Adelphi University and did postgraduate work at George Washington University.

Ms. Oksner can be contacted at 954-739-5299 or elaine@hospitalityexcellence.com

Coming up in December 2020...

Hotel Law: Protecting Guest Privacy

Every business is obligated to protect their customers from identity theft but unfortunately, data breaches have become all too common. In an effort to protect a guest's right to privacy and to safeguard their personal data, the European Union passed a General Data Protection Regulation (GDPR) that could hold hotels legally liable for any breaches that expose a customer's sensitive personal information. Though the GDPR only pertains to EU citizens' data, any international business that mishandles their data can be legally responsible. Another legal issue of concern is the fight involving hotel "resort fees." Several states attorney generals have recently filed suit against two major hotel chains in an effort to litigate this practice. Their suit alleges that these companies are "engaged in deceptive and misleading pricing practices and their failure to disclose fees is in violation of consumer protection laws." The suit seeks to force the hotel chains to advertise the true price of their hotel rooms. There are several other legal issues that the industry is being forced to address. Sexual harassment prevention in the workplace is still top of mind for hotel employers-particularly in New York and California, which now statutorily require harassment training. Hotels and motels in California will also soon be required to train all their employees on human trafficking awareness. Immigration issues are also of major concern to hotel employers, especially in the midst of a severe labor shortage. The government is issuing fewer H2B visas for low-skilled workers, as well as J-1 visas for temporary workers. Though there is little hope for any comprehensive immigration reform, hotel lobbying groups are actively seeking legal remedies to alleviate this problem. These are just a few of the critical issues that the December issue of the Hotel Business Review will examine in the area of hotel law.