Ask Gail: Locking down housekeeper vacuums and hotel “emergency keys” – Volume 18, No. 4 (July, August)
In this article, Gail responds to readers’ inquiries about how to prevent housekeeping staff members from “borrowing” other attendants’ vacuums without permission and where the hotel’s ‘emergency keys” should be located.
From the Editor – Volume 18, No. 4 (July, August)
Based on my recent travels and observations, as well as my conversations with many hoteliers, it has been a good Summer for the lodging industry. Occupancies have increased beyond most expectations and room rates have been driven much higher than ever projected. The impending Autumn travel season appears to be robust as well. Given the underperforming year of 2009 and the downward spiral caused by the economic recession, perhaps we have just become smarter as hoteliers? Or perhaps we as a collective industry have just “right-sized” ourselves in terms of how we should really be operating our hotels?
Front Office: Keeping the night auditors productive during slow periods saves money – Volume 18, No. 4 (July, August)
There are periods in the life of a hotel when occupancy hits rock-bottom, the number of check-ins or departures is minimal, or little activity is occurring at the front desk or near the hotel lobby. The overnight shift is one such example in many properties, especially for limited-service and select-service hotels, where front desk personnel can often be found wiling the time away waiting for the next service encounter to emerge. More than likely your hotel’s night auditor is reading the newspaper, watching television, playing online games, posting on Facebook or Twitter, or working a crossword puzzle in the middle of the night to pass the time until their relief arrives at 7am. To increase overall productivity, consider assigning the tasks outlined in this article to your night audit personnel as time permits.
Guest Services: Good Samaritan Statutes protect hoteliers who assist guests in dire need – Volume 18, No. 4 (July, August)
In most states there is no general legal duty to assist or rescue persons who are injured or in distress, even if they are guests on your premises. Every state has some form of a Good Samaritan Statute intended to provide immunity from liability for individuals who voluntarily and gratuitously come to the assistance of injured persons. These laws were developed to encourage people to come to the aid of others in emergency situations and shield them from liability if the victim is injured or dies while trying to assist them. This article outlines the elements common to most Good Samaritan Statutes, which vary from state to state.
Guest Services: Insert: Poster – First Aid for Choking – Volume 18, No. 4 (July, August)
This 8.5” x 11” color poster is suitable for posting in restaurants, lounges, and employee areas. It illustrates the sequential steps hotel employees should undertake to render first aid to a guest or another employee who is choking.
Housekeeping: Summer bed bug update for hoteliers – Volume 18, No. 4 (July, August)
This article provides an update of current bed bug education activity that is available to hoteliers and briefly discusses what steps hotel employees should undertake to be on the watch for bed bug activity in your property.