HOTEL BUSINESS REVIEW December FOCUS: Security
A Cornell University study on hotel security found that hotel guests have a high acceptance of certain security measures, along with a willingness to pay extra for some of them. There are certain, basic expectations guests have when staying at a hotel - having a good night's sleep being one of them, but being assured that personal valuable items such as laptops, jewelry or wallets are safe when left in the hotel room. Hotels throughout the country are facing a common challenge: how to increase security without intruding on guests' privacy and enjoyment of the property. While it is good for the hotel industry to have security standards, it is critically more important for management to adopt and implement them as part of their business operations. This issue will explore the five most recognized methods of safeguarding your hotel guests - manned security, well-trained staff, closed circuit TV systems with recording equipment, electronic access control, and proper lighting and landscaping.
This month's feature articles...
Hotel security goes well beyond just protecting the property assets. Having a dependable, informed, alert and properly trained staff utilizing sound judgment that remains calm in a crisis is the foundation of good hotel security. But many other aforementioned tools and resources play a major role as well, including relying on employees and guests to assist in preventing many threats hotels face today. READ MORE
In a world of extremes the hotel executive isn't immune regardless of the city or state they are located. As nightly news broadcasts provide the details of the latest flood or hurricane, terrorist threat, cyber attack or deadly food alert, the hotel executive must anticipate and plan for the unthinkable. Why, because it may unfortunately become a reality at the property or because the guests that are now checking into your hotel have just barely escaped with their lives, while losing all their worldly possession in their personal disaster. READ MORE
This article identifies some of the risks that Hotel owners and operators face, and provides a guideline for Hotel Owners and operators to utilize various security measures to assist in identifying, preparing for and mitigating risk. Hotels and specifically hoteliers have been providing lodging and other hospitality services for guests for centuries. From humble beginnings as rests for pilgrims and other travelers to the gleaming mega structures that abound today, the most respected hoteliers provide not only comfort but one of the most important basic needs-safety. READ MORE
Hotels face a universal challenge: how to manage security without encroaching on guests' privacy and experience. Hoteliers need to artfully juggle providing discreet security for their guests while ensuring that their stays are pleasurable. Due to their open-access nature, hotels present significant challenges to the management and security team. New York security professional, Craig Schwab's article titled, "Access Control: Best Practices for After-Hours Operation" features tips for hotel management to implement as part of their business operations to ensure the safety and security of their guests, staff and visitors. READ MORE
How often can we change an existing operational expense, into a cost saving enterprise? The security department is an often overlooked source of substantial expense reduction. It may pay for you to perform a cost-benefit analysis of security operations considering all related losses suffered across your business models. In this analysis, the associated insurance, legal, contractual and regulatory costs affected by these losses should be factored. The impact of negative press reports and its brand tarnishing effects can be quantified in lost revenue due to shifting customer loyalty as well. READ MORE
Over the last several years, hotel security monitoring systems have evolved into useful tools that enhance overall safety and security. CCTV systems are of crucial importance when it comes to maintaining a secure property and providing safety for guests. New digital technology, such as high-definition and larger digital storage options have changed the way this technology can be used in these monitoring systems. READ MORE
Guest safety is a top concern in hotels but inadequate lighting or landscaping that can conceal perpetrators can reduce guest safety and increase hotel liability risks. This article points out some of the more common failings in lighting and landscaping designs and provides suggestions on improving security. It addresses lighting around the perimeter of hotel properties and especially parking lots and addresses the difficulties in providing attractive landscaping with good security. READ MORE
Security personnel and electronic surveillance do not typically offer sufficient coverage of hotel premises. Hotel employees play an important and crucial role in hotel security as they interact with guests, visitors and vendors in the regular course of business. Staff may be trained to mindfully look out for, identify, and report suspicious activity, giving security staff and hotel management the necessary intelligence and early warning upon which they may act to prevent crime or attacks against the hotel or its residents. READ MORE
There has never been a time more significant than the past 10 years that has caused many hotel and lodging professionals to move security up the line in terms of importance and criticality. Across the nation, substantial dollars are being spent to establish, upgrade or enhance security in a wide range of applications. Often these increased measures of security cameras, restricted access control, employee training, panic systems, covert surveillance and overall awareness incrementally decrease the risk and threat levels of a lodging or resort property. However, is there a possibility that these efforts can be further improved upon to deliver a greater return on investment? READ MORE
Reviewing and employing proactive safety and security measures during the holiday season presents challenges within itself. This is magnified during holiday travels. Moreover, the security measures mentioned above are merely suggestions and are not intended to be official list of measures to take. Being aware of your surroundings, communicating with your family or travel companions and careful planning drives travel safety and security. Remember that the holiday is a joyous occasion, but security and safety must come first. READ MORE
In many parts of the world, and Asia, hoteliers' and guests' security concerns are already heightened. And although the risks in North America are generally lower, the threat level and appropriate design solution depends on the density, surroundings, and patronage of the specific property. Even a low-level threat - primarily due to local crime, theft by employees, theft from guest rooms, intrusion of homeless persons, and high levels of foot traffic in the area - merits design solutions to mitigate the threat. That is why wise owners are thinking seriously about security when they undertake a new project or major renovation almost anywhere today. READ MORE
Resort security is no longer a second or third priority. Real dangers exist resulting in loss of life, destruction of property and ruined business reputation. Guests, patrons and public opinion fed by the media, expect reasonable safety and security at resorts where they vacation. Executive management must revisit their priorities and provide additional budgeting and organizational support for security. If the existing Security Manager or Director is not qualified for appointment to the Executive Management Team, a replacement should be hired. Finally, resort security officers, their appearance, ability to communicate and how professionally they respond, reflect the reputation of the resort and the competency of resort management. The consequence of inadequate security should not be underestimated. READ MORE
The Security and Safety Awareness: High ROI article highlights advantages, challenges, and key elements of an effective hotel security and safety awareness program. When appropriately managed such a program equates to a high Return On Investment (ROI). Key program elements include: senior management buy-in; accountable program manager; adequate resources; accurate information and documentation; and communication, collaboration and training. These elements will contribute to high ROI by enhancing the protection of life; reducing or avoiding incident related injuries, reducing legal liabilities; safeguarding tangible and intangible assets, including enhancing the "hotel customer experience" which can have a significant impact on the hotel's and corporate ROI. READ MORE
Guest safety and security are not the sole responsibility of a property's security or risk management team. Every hotel employee plays a role in maintaining the security of the property and its guests. Therefore, training in basic security awareness and response is a necessary component of every employee's orientation and continued training, no matter what department they work in. Security training issues to be covered include protecting guests' information and assets, recognizing and reporting unsafe conditions, fire prevention, and anti-terrorism awareness. READ MORE
Good news for hotels: they need not sacrifice hospitality to security. Whether a property is established or in the early stages of planning, its design can achieve both attractive and functional security features. Such features can facilitate the operations and technology of a well trained, coordinated security team at the same time that they provide guests with pleasant, inviting visuals. READ MORE
Hotel Executives are not expected to be insurers of guests' safety and security; however they do have a legal duty to provide reasonable measures for their protection. Decisions about security staffing or physical security measures should not be based solely on cost implications or occupancy levels, but instead should be based on a risk assessment that determines both the threats to the hotel and the vulnerabilities of the hotel. Only after knowing what the risks to the hotel are should mitigation measures be put in place. Mitigation measures need not be all encompassing, but instead may start with simple solutions and escalate as necessary. READ MORE
Over the years, Hoteliers have provided value to the luxury traveler via various amenities -- from thirsty bath robes and opulent spa escapes -- to bespoke mini-bars, personal butlers and the latest in technology at one's fingertips. These however, have become industry standards at high end properties across the globe and for the guest whom the dollar amount is not a question, The Ritz-Carlton, Kapalua augments world-renowned service with island-savvy and innovative approaches, offering both tangible and intangible added-value for our guests. READ MORE
As the weather outside turns colder and flakes of snow begin to fall, hoteliers of winter resort destinations may be wondering how to meet their staffing needs. Since it is not always possible to hire only U.S. citizens, human resource personnel may be required to look outside of our borders. One simple solution is the Trade NAFTA (TN) visa which allows our North American neighbors to work legally here with very little effort. This category is similar to the "H-1B Specialty Occupation" nonimmigrant category, except that there is no numerical limit on how many individuals can come here to work, there is no limit on their stay, and generally, the TN category covers a broader range of professional occupations. READ MORE
Green design is sexy. Green design is smart. It translates into luxurious design, be it ultra contemporary, high style or traditional and no longer means compromise. It transcends all styles and does not have to be raw, unrefined or primitive. It is about the careful, selective process and application of sustainable practices, concepts and materials, achieving sophisticated designs that are beneficial to the client, the community, and the environment. In this article we highlight 5 must-have trends that will wow your guests, generate distinctive style and drive long term investment returns. READ MORE
Hotels are now faced with a myriad of sales channels. Add online travel agencies (OTAs) to flesh-and-blood agents, an individual hotel website to the direct channel (which was dominated by phone bookings, pre-internet) and third-party room aggregators to global distribution systems, and you have a daunting range of available avenues for room sales. Today, the unquestioned growth leader among these channels is online. Clearly, the current size and future potential of this channel demands an innovative pricing strategy to match it. So how does your pricing strategy measure up? READ MORE
There is no doubt that electronic couponing, or e-couponing, has changed the face of how we buy and sell goods and services. As with social media before it, hoteliers are finding - often through trial and error - how to use this channel to meet occupancy goals, increase brand awareness and benefit the bottom line. On paper, the benefits seem to be endless - e-couponing can increase how many people come through your doors, gets your hotel's name out in the population, provides a boost in low demand periods and engages a new community of guests with this targeted channel. However, it's important to realize that the benefits being waved in the faces of hoteliers from e-coupon providers come with real risks and challenges. READ MORE
What will be changing the hospitality business? How can we create effective business strategies? We all agree that running a business today is more complicated and requires more resources (financial, human, technological, etc.) than in the past. Have we ever asked ourselves why and what exactly it is that has really changed? The feedback that we receive from senior managers of international hotel corporations during think tanks and interactive workshops is always the same: "Everything is changing!"But what are the elements representing this “change”? READ MORE
Savvy Lodging Managers are actively pursuing the ways and means of greater efficacy in “gaining and retaining” customers. This article presents a helpful overview of how the savviest among us are methodically gaining insight into customer needs and then directly employing targeted value-propositions to meet those needs. The name for these activities is, of course, Customer Relationship Management or CRM. It takes both focus and technology to consolidate, automate, and synchronize business processes that help acquire, develop and retain customers. This article is geared to lodging managers who want to be more competitive and successful in the battle for bookings from today's travel consumer. READ MORE
The lodging industry has had many challenges over the past few years, but as of October 1, it can breathe a collective sigh of relief as the new debit card "swipe fees" go into effect, lowering burdensome fees charged every time a customer uses their debit card to pay for a room or other hotel services. Although these new rules can bring significant cost savings for hoteliers, it will not happen automatically. Some payments processors are hoping that the Durbin Amendment, which changed the interchange fees, will put extra money in their pockets instead of their customers. Hoteliers must educate themselves to ensure they are getting the savings they are due. READ MORE
Many revenue management professionals struggle when it comes to measuring and articulating the impact of their initiatives to senior management. Industry professionals should spend time considering the methods they use to measure the impact revenue management is having on their hotel so that steps can be undertaken to provide a compelling value proposition. In order to be truly effective in the job, revenue managers need to understand that devising, implementing and agreeing on “what success looks like”, in many cases, is as important as the activities themselves, and will ultimately go a long way towards supporting their success story. READ MORE
It's the time of the year when hoteliers need to look into budgeting for their new year energy expenses. A well thought-out strategy on the front end will take a few weeks to develop and can save a lot of explaining of operating expenses throughout the year. The cost of electricity, gas, and water can be among the most volatile costs affecting your financial situation. Hoteliers need to ask themselves what percentage of their annual budget is exposed to price fluctuation in energy markets and begin to prepare their budget. The goal is to have a comprehensive, defendable and accountable budget. READ MORE
The current economic climate has prompted hotel employers to reduce costs. This article, the first in a series of three, addresses the dangers associated with misclassifying employees as 'non-exempt' under wage and hour laws, and identifies best practices for hotel employers to address the risks and minimize potential liability. READ MORE
It's no secret that 2011 was a complex year for the hospitality industry, and you can fully expect that 2012 will be no different. We started this past year with the strongest transaction activity since 2007 and a momentum that inspired both our colleagues and peers with the hope that, after reaching rock bottom, we were once again on the ascent to recovery. Even well into April, we continued to be encouraged by signs of growth. READ MORE
People are often referred to as a business's most valued asset and in the hotel industry more than any your team can make or break the customers' experience. They are certainly also one of your biggest overheads. Are you unwittingly de-motivating them by treating them as just another disposable asset? Keeping your team inspired and engaged can be challenging. But a demotivated team can lead to poor performance, poor customer service, poor attendance and ultimately to losing not only your best people, but also losing your valued guests. Here are five ways to get the most from your employees. READ MORE
Hotels and other establishments that emphasize architectural appeal at the expense of accessibility are making a big mistake that can cause a loss of potential business, tarnish their brand, and increase their potential for legal liability. The Americans with Disability Act (ADA) sets forth accessibility standards to allow persons with disabilities to enjoy places of public accommodation to the same extent as those without disabilities. ADA compliance and architectural appeal are not mutually exclusive and achieving both can greatly enhance a hotel's success. We will look at ten important principles and considerations to integrate into hotel architecture and design elements. READ MORE
Incorporating health and environmental performance criteria into both the product and service purchasing decisions, can be a significant way to ensure the health of your clients. In this article I will review the recent trends by the public sector to encourage businesses to adopt EPP practices and include a little background behind the benefits for hotels to join in these efforts. I will also highlight a few product and service categories in which there are a significant number of alternatives that can help your property protect the health of your guests. READ MORE
Just like the old game of telephone, customer service training messages can change drastically as they are passed along. Your message may start out strong, but whether it's kids with the tin cans and twine, or even executives with smart phones, messages become less and less distinct as they filter through the ranks. And, in the end, you're left frustrated and wondering how you can make your next training stick. When direct, onsite training isn't an option, learn how to optimize learning opportunities through distance training programs so that your participants walk away engaged and ready to turn ideas into action. READ MORE
When it comes to discussions and legal commentary about hotels and employment law, the focus generally is centered on employer obligations contained in federal law sources. But each state (and local municipality) has something to say too. In this article I explain how hotel employers need to be equally cognizant of the myriad of state-based obligations that exist in each jurisdiction of operation. READ MORE
Given the economy, it shouldn't be a surprise industry numbers, as reported in The Pegasus View, show there has been a global decline in net reservations, length of stay, average daily rates and net revenues. Based on information gleaned from the nearly four billion monthly hotel transactions going through the Pegasus switch, we can see how certain bets are paying off for hotels, especially diversification, which here translates to distribution channel management. Successful marketing and sales of hotels begins with sound distribution - deliver your hotel to your target customer, whomever they may be. The various ways you deliver your hotel to those audiences are your channels. READ MORE
The facts of the Turnberry Case are more like something we'd see in a James Bond movie than in real life. But then again, fact is stranger than fiction. In real life can a hotel manager be ousted from a hotel without notice and cure - even with a carefully crafted hotel management agreement in place? READ MORE
If you think being the General Manager of a hotel on land is challenging, imagine being a GM on a cruise ship where you are “on duty” almost 24/7, where your crew of thousands to take care of hundreds, sometimes over a thousand guests, is composed of mostly young people from all over the world---who also work long hours. Not only that but your front-line staff speaks several different (non-English) languages and worships in a handful of faiths! And on top of all that, your guest population is very demanding and highly discriminating. Learn how these hotel managers engage their employees on many levels and in many ways. READ MORE
Issues relating to discounting and value are brought to the fore by the sudden popularity of “social coupons,” which are activated when a group of people accept a particular promotion. The social coupons typically involve a steep discount, which challenges businesses to create promotions that do not lose money. Although studies have found that the social coupons do bring in additional business, they also raise the specter of cannibalizing existing sales. Instead of deep discounts, hospitality operators might better find ways to add value to existing services, especially since research has shown that the amount of the discount is less important than the fact that the business is offering a “deal.” READ MORE
The thing that has changed most in the hotel business over the past decade is the amazing proliferation of product choices in virtually every segment imaginable - from design of the public spaces into "community" areas to the services available from the concierge. In this article, you'll read about how identifying your property's top attribute will help you set your hotel apart from its competition. READ MORE
Since the launch of S&H Green Stamps in the 1930's, loyalty marketing has blossomed into a $4 billion industry. And while the traditional collect now/redeem later points scheme had proven effective for years, social media and new technologies have made it well within the capability of marketers to use data intelligently to build strong customers relationships and gain a long-term sustainable advantage. READ MORE
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