Library Archives

 
Tiffany Couch

With more than 20 years of experience in accounting, forensic accountant Tiffany Couch, provides information on the most common fraud schemes perpetrated by hotel employees. Although no one sets out to hire dishonest workers, the fact is all businesses lose 5 percent of their annual revenue to fraud. Worse, it takes an average of 16 months before fraud is discovered, by which time the perpetrator(s) have often stolen thousands in cash and product. This article examines fraud in hotels – including specific examples that can happen in every department– and practical suggestions on how to detect, deter and prevent fraudulent activity. Read on...

John Welty

The hurricane season of 2017 brought with it destruction of near-Apocalyptic proportions. The Southeastern states, Texas and the Caribbean were hammered relentlessly with catastrophic winds and disastrous flooding. Like many businesses affected in the region, hotels and resorts are still working to recover from the damage and the right partnerships with insurers are helping many properties get back in business as they rebound from one of the most destructive storm seasons on record. In this article, we look at the 2017 hurricane season, its effect on the hotel industry and how the right insurance partner is essential to business continuation planning. Read on...

Kurt Meister

Hotels are becoming increasingly tech friendly, offering a range of value-added services such as smartphone check-ins, text message reservation confirmations, smartphone key cards and public wifi - just to name a few conveniences aimed at guest satisfaction. Simultaneously, hotels are also increasingly vulnerable to data theft. From POS terminals to guest apps, hotels collect and retain a great deal of guest data that is attractive to hackers. By understanding the risks and creating an appropriate response plan, hotel operators will position themselves to address those risks as well as cope with the fallout of a data breach should it happen. Read on...

John Welty

Not only did it shock the world, but last summer's massacre in Las Vegas served as a major wake up call to the hotel industry. In the months since the tragedy, we've seen major hotel chains take a renewed stance on security. In this article, we talk about the new reality for hoteliers in terms of security and the steps they can take to keep their hotels safe for employees and customers, as well as maintain a profitable business. Insurance can play a key role here as the underwriting process and regular risk control checks can uncover risk exposures related to security - exposures that can be mitigated. Read on...

Richard Hudak

On the night of October 1, 2017, a gunman opened fire on a crowd of concertgoers at the Route 91 Harvest music festival on the Las Vegas Strip in Nevada, leaving 58 people dead and 546 injured. Instead of assigning blame for the shooting incident, more discussion should focus upon the value of 360 degree of protection and the layers of security the Mandalay Bay resort provided which altered the shooter's behavior, and minimized how much more destruction he could have unleashed. The impact of this tragedy is that although security can alter criminal behavior, even outstanding security measures, may not be able to prevent it. Read on...

Jason Porter

Hotel facilities face a multitude of unique risks not always present in other industries. That unique set of risks creates an ever-changing demand to firm up your business operations and remain vigilant in your security and emergency response plans. With the rise of new threats constantly evolving, one of the most effective ways to protect your guests, employees, hotel operations and your facilities to is conduct a thorough risk assessment. After all, it's impossible to know the threats and vulnerabilities that affect your safety and security if you don't reasonably identify them in the first place. Read on...

Marc Glasser

This article addresses general and hotel specific business continuity management program basics including senior management buy-in, program initiation, risk assessment, Business Impact Analysis (BIA), prevention, mitigation and recovery strategies as supported in a business continuity plan. The article also differentiates between a private sector business continuity program and public sector Continuity of Operations (COOP) program. Additionally, this article discusses other critical business continuity management program components such as awareness, training, testing, ongoing program management and the importance of employee and family preparedness. Read on...

Marc Glasser

Disruptive incidents can have a significant impact on organizations and communities. Effective measures can be instituted to prevent or mitigate the effects of disruptive incidents. With respect to hotel facilities and supporting offices that may be located on or off the main hotel property, disruptive incidents can directly affect employees and impact entire hotel operations at both the macro and micro level. Well-prepared employees, those who know how to implement on-site and family emergency plans, will be the first and continued responders who will help protect life, property, reputation, profit and facilitate a more rapid return to normal operations. Read on...

Marc Glasser

Facilitating effective domestic and international law enforcement liaison is advantageous to hotel patrons, security and the parent company. Having credible and timely law enforcement and security information can save lives, protect property and help to safeguard a hotel's reputation and "bottom line". The liaison facilitated information can help determine the most efficient and effective risk management implementation measures to prevent or reduce the impact of possible threats to specific hotel locations and the company at large. This can be achieved through minimal effort and cost correlating to a high return on effort and investment. Read on...

Patrick Labriola

The focus on motorcoach safety is rising exponentially, following recent high-profile accidents including a tragedy where 15 passengers were killed when a bus returning from an overnight trip to the Mohegan Sun Casino in Connecticut crashed, and the horrific fatal accident near Atlanta, Georgia involving the Bluffton University (Ohio) baseball team. In the Bluffton University case, the resulting lawsuit was not only against the motor carrier but also against the university, and cost more than $25 million. While the final cost to the Mohegan Sun Casino is not known yet, it is estimated the accident will cost the casino more than $100 million. Read on...

Frank Meek

Hotel restaurants are a main attraction for pests - from cockroaches and flies to rodents and moths. Don't let these pests have an impact on your next health inspection. Knowing which pests are most attracted to the food, water and shelter that your hotel restaurant provides for pests is the first step in preventing a pest problem. Next, find out where they are making themselves at home and how to deter their entry. Armed with this knowledge, as well as a strong relationship with a professional pest management provider, you can prevent pest infestations before they ruin your hotel restaurant's reputation. Read on...

Marc Glasser

Helpful interviewing and information gathering techniques can be vital to inquiries of significance to organizational, individual or other concerns. This article discusses information relating to successful interviewing and information gathering as well as challenges that could detract from attaining important information. Article information can be helpful, encompassing the spectrum of casual conversations to formal investigations; however, before conducting workplace interviews consult appropriate organizational representatives. Further, after reading this article, even if one is uncomfortable conducting interviews, the information provided will help in assessing the qualifications and techniques of those being considered to conduct interviews and gather information. Read on...

Alan Zajic

As with any business in the world today parking areas are a necessary and vital component that has a tendency to be underestimated as it relates to guest or employee protection. Every hotelier is aware that parking lots generate a large expense in maintenance, lighting, cleaning and the associated landscaping and accesses. Everything has a direct cost and security is no exception. Read on...

Frank Meek

Sustainability in the hospitality industry is a hot topic that isn't going away anytime soon. One easy and often overlooked area that can help a hotel to meet sustainability requirements is to reduce the environmental impact of their pest control program. An environmentally-friendly approach to pest management is possible through an Integrated Pest Management program that uses tools and practices with minimum impact on the environment and guests. In combination with sanitation, implementing green pest control will not only make your hotel a sustainable destination, but also a more attractive hotel for your guests. Read on...

Marc Glasser

This article includes a table of corresponding global trends on crisis management directly or indirectly, impacting the hotel industry. Additionally, we explore related background information, company valuation, crisis management, trend awareness and "Black Swan" events, and methods of implementing and sustaining a global trend management program including justification, awareness, preparation and response. The article concludes with the organizational and competitive advantages of implementing an effective global trends management program. Read on...

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Coming up in March 2020...

Human Resources: Confronting a Labor Shortage

With the unemployment rate at its lowest level in decades (3.7%), what has always been a perennial problem for human resource professionals - labor shortage - is now reaching acute levels of concern. It is getting harder to find and recruit qualified applicants. Even finding candidates with the skills to succeed in entry-level positions has become an issue. In addition, employee turnover rates remain extremely high in the hotel industry. As a result of these problems, hotel HR managers are having to rethink their recruitment strategies in order to hire the right talent for the right job. First, hotels have been forced to raise their wages and offer other appealing perks, as a way to attract qualified candidates. Secondly, HR managers are reassessing their interviewing techniques, focusing less on the answers they receive to questions and more on observable behavior. Part of this process includes role-playing during the interview, so that the recruiter can gauge how a candidate works through specific problems and interacts with other team members. Additionally, some HR managers are also creating internal talent pools as a way to address labor shortages. Instead of utilizing department resources to find new hires with specific skills for needed positions, hotels are cultivating talent pools internally and preparing their employees to assume leadership roles whenever the time comes. They are also placing greater emphasis on a company culture that is more performance-based, as a way to curb employee turnover, increase employee satisfaction, and assure higher levels of customer service. Finally, recognizing the importance of employee retention as a way to lessen the impact of a tight labor market, some HR managers are instituting generous reward programs in order to retain their top performers. The March Hotel Business Review will explore what some HR professionals are doing to address these and other issues in their departments.