Guest Services: Four methods to enable the continual delivery of service excellence – Volume 14, No. 1 (January, February)
Today’s guest is more discerning than he was a few years ago. Hoteliers are somewhat responsible for their guests having become more discriminating by spoiling them with products and services by which hotels of today excel and compete. This article shares four methods that will enable management and staff to review their performance and continue to deliver high levels of service excellence.
Housekeeping: Hookless shower curtains and curved shower rods for guestrooms – Volume 14, No. 1 (January, February)
One of the most frustrating and potentially dangerous tasks for room attendants involves changing out shower curtains and their liners. Arcs & Angles has introduced a hook-free shower curtain and liner system that room attendants can change out in under a minute. In fact, it only takes about ten seconds to completely hang the Hookless® shower curtain thanks to the exclusive, patented “Flex-on® Rings” which are built into the top of the shower curtain.
Human Resources: Behavioral-based interviewing helps get the right people on your bus! – Volume 14, No. 1 (January, February)
There is a more effective technique to interviewing; it is known as behavioral-based interviewing. This concept is based on the theory that one’s past performance is the best indicator for his or her future performance. Humans will typically react to a current situation as they have reacted to that same situation in the past.
Human Resources: Exercise caution when receiving complaints from employees about discrimination – Volume 14, No. 1 (January, February)
Federal law prohibits discrimination on the basis of race, color, religion, sex, national origin, age, veteran status and disability. These protections are afforded through the Civil Rights Act of 1964, the Age Discrimination in Employment Act of 1967, the Uniformed Services Employment and Reemployment Rights Act of 1994 and the Americans with Disabilities Act of 1990. Hoteliers should also be aware of any state, county or city anti-discrimination laws that could apply to them. Many of these state and local anti-discrimination laws are broader than their federal counterparts. Thus, in addition to the categories discussed above, hoteliers may be prohibited from discriminating against employees on the basis of other protected categories such as sexual orientation or family status. The prevalence and applicability of these more encompassing laws are dictated based on where the hotel or resort is located.
Risk Management: Legally speaking, ice and snow poses a dilemma for hotel managers – Volume 14, No. 1 (January, February)
In many northern climates, the winter months bring an additional maintenance challenge to hotel owners and managers. That challenge is how to deal with the ice and snow that accumulates on one’s premises. Ice and snow on hotel property is not only a customer service issue but it is a legal issue as well.