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How Text Messaging Will Give You an Edge in Hotel Customer Satisfaction

When you want to improve your hotel guest’s experience, it’s crucial to build up the ways in which you communicate with your guests. While emails and phone calls are useful, text messaging for hotels is an efficient and direct way to ensure that your customers are satisfied. Texting gives you instant access to your guests, ...
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Hotels Hit With Loyalty Program Patent Demand Letters

A number of hotels in Texas and around the U.S. are receiving alleged patent infringement demand letters related to hotel loyalty (rewards) programs. The demand letters were created by the organization “JBSHBM, LLC.,” and relate to allegations that a hotel is violating JBSHBM’s patent rights by participating in hotel brand loyalty programs. See a sample ...
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How ‘Ban-the-Box’ Ordinances Complicate Hiring at Hotels

Beginning Jan. 22, Los Angeles enacted the Fair Chance Ordinance, a so-called “ban-the-box” law that prevents employers from investigating the criminal histories of potential employees before submitting a conditional offer of employment. The goal of the law is to evaluate potential employees without acknowledging criminal history, but it also complicates the employment process. Michelle Sumner, ...
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Hackers Use New Tactic at Austrian Hotel: Locking the Doors

Hackers Use New Tactic at Austrian Hotel: Locking Doors The ransom demand arrived one recent morning by email, after about a dozen guests were locked out of their rooms at the lakeside Alpine hotel in Austria. The electronic key system at the picturesque Romantik Seehotel Jaegerwirt had been infiltrated, and the hotel was locked out ...
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Supreme Court Agrees To Wade Into Class Action Waiver Conflict

In a widely expected move, the U.S. Supreme Court just agreed to settle a dispute about whether employers can use mandatory class action waivers with their workers. The decision, which should be issued by June 2017, will provide clarity to a topic that has become increasingly muddled over the past year. Employers will spend the ...
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Local Hotelier Launches Hospitality Management Firm

Jan. 4, 2016, Victoria, BC – Suzanne Gatrell has launched her new hospitality management company, Kingsbridge Management Ltd., and announced her first client, Victoria, BC’s Oswego Hotel.  Effectively immediately, Gatrell takes over the full management contract of a hotel she has been overseeing as general manager for seven years. Prior to joining the Oswego, Gatrell ...
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Where Does Hotel Industry Joint Employment Liability End?

A big issue facing hotel owners is who is the employer—is it the owner or the manager, the franchisor or the franchisee, the client or the contractor? Who has the liability for employment claims? Many hotel owners today are real estate investment trusts, private funds, insurance companies and other institutional owners, which muddies dividing lines, ...
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Unsung Heroes of Hospitality – Security Directors

We often take the role of our security directors for granted. While most of us in hospitality focus our efforts on finding ways to enhance our guests’ comfort (and make more revenues!), we can only do so in an environment where both safety and security are assured. After all, this is a department where reports ...
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Key Issues in Hotel Sales and Acquisitions

Buying and selling hotels is, in many ways, similar to buying and selling other types of commercial real estate, such as office buildings, shopping centers, or other mixed-use properties. However, potential purchasers and sellers of hotels must understand the key differences and unique issues that arise in a hotel sale or acquisition. This Note discusses: ...
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Anticipating Trump’s Impact on Labor Relations in the Hotel Industry

Unlike his oval office predecessor, President-elect Donald Trump is expected to limit federal labor and employment agency activism in wage and hour and other employment-related matters. Hotel owners and franchisors, which in recent months have experienced numerous workforce-related challenges, are likely to witness significant labor and employment policy shifts, a few of which are detailed ...
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