Hotel & Motel Management - February 2009 - (Page 6) H&MM February 2009 | HotelWorldNetwork.com Checking In BY PAUL J. HENEY “We’re ‘always on’ when we’re on property.” EDITORIAL 600 Superior Ave. East, Suite 1100, Cleveland, OH 44114 Paul J. Heney, EDITORIAL DIRECTOR . . . . . . pheney@questex.com (216) 706-3728 | Fax: (216) 706-3711 Stephanie Ricca, EDITOR IN CHIEF. . . . . . . . . . sricca@questex.com (216) 706-3791 | Fax: (216) 706-3711 oday I went out to the local Starbucks for a hot beverage. I’m not a regular customer, but I had a gift card and it was a frigid day. As it was mid-afternoon, I was the only customer TAKEAWAY in the store. Your employees are always “on.” How do The female you manage what they cashier was say in public? very pleasant, as was the male barista. As I was walking out, I realized I’d forgotten a cupholder so I turned around and went back to the condiments area. The two employees had not seen my return and they’d begun a What the $#%* will your customers think? T conversation about a woman from their bus. I was shocked by the mouthful of obscenities the cashier used. Not because I hadn’t heard them (or, being honest, used them myself) before—but because they seemed so out of place. Will this experience keep me away from Starbucks in the future? Probably not. But did it reflect poorly on the brand in my mind? Certainly. And that’s unfortunate, because it was something so outside the control of the powers that be at the corporate level. Or is it? Does your property or company have a policy about appropriate speech and behavior in places where there is a chance that employees will encounter a guest? In the hospitality industry, we need to remember that we’re “always on” when we’re on property. Sure, there are obvious places to encounter guests, like the front desk. However, keep in mind that customers Victoria Burt, MANAGING EDITOR . . . . . . . . . . . vburt@questex.com (216) 706-3743 | Fax: (216) 706-3711 Jason Q. Freed, SENIOR EDITOR . . . . . . . . . . . jfreed@questex.com (216) 706-3727 | Fax: (216) 706-3711 Jennifer Kovacs, SENIOR EDITOR. . . . . . . . . . jkovacs@questex.com (216) 706-3782 | Fax: (216) 706-3711 Emily Hanna, ASSOCIATE EDITOR . . . . . . . . . ehanna@questex.com (216) 706-3784 | Fax: (216) 706-3711 Chris Crowell, ASSOCIATE EDITOR . . . . . . . .ccrowell@questex.com (216) 706-3783 | Fax: (216) 706-3711 Patricia Sheehan, EDITOR IN CHIEF, Hotel Design (216) 706-3753 . . . . . . . . . . . . . . . . . . . . .psheehan@questex.com Amy B. Witek, ART DIRECTOR . . . . . . . . . . . . . awitek@questex.com Rob Ghosh, ART DIRECTOR. . . . . . . . . . . . . . .rghosh@questex.com can walk past a housekeeping cart or an open laundry room door at any point in time and hear what seemingly private conversations are taking place between two associates. That is something to be mindful of, and it certainly merits a reminder to your entire staff during your next meeting. pheney@questex.com ADVERTISING/SALES/CIRCULATION 600 Superior Ave. East, Suite 1100, Cleveland, OH 44114 Matt Waddell, PUBLISHER . . . . . . . . . . . . . . mwaddell@questex.com 2835 N. Sheffield Ave, Suite 236, Chicago, IL 60657 (773) 880-2240 | Fax: (773) 880-2241 Mary Malloy, NORTHEAST, INT’L. . . . . . . . . .mmalloy@questex.com (216) 706-3790 | Fax: (216) 706-3711 Brian Levine, SOUTHEAST . . . . . . . . . . . . . . . blevine@questex.com 757 Third Ave., 5th Floor, New York, NY 10017 (212) 895-8285 | Fax: (212) 895-8215 Jason Wallace, WEST . . . . . . . . . . . . . . . . . . . jwallace@questex.com 1461 S. 375 E., Kaysville, UT 84037 (801) 499-9999 | Fax: (801) 315-4137 J. Richard Casson, MIDWEST . . . . . . . . . . . . . rcasson@questex.com (212) 895-8426 | Fax: (212) 895-8210 Doug Kereszturi, CLASSIFIEDS, RECRUITMENT, DIRECTORY . . . . . . . . . . . . . . . . . . . . . . . dkereszturi@questex.com (216) 706-3794 | Fax: (216) 706-3711 Heidi Spangler, DIR., AUDIENCE DEV. . . . . . . . hspangler@questex.com (216) 706-3705 | Fax: (216) 706-3714 Clarification Suite Simplicity no longer is a purchasing company; it is a manufacturer that provides products for purchasing companies. The company was incorrectly listed in a purchasing chart [The Advisor, Dec. 29, 2008, page 16]. WHAT DO YOU SAY? DIGITAL MEDIA Stacy Silver, EXECUTIVE DIRECTOR . . . . . . . . ssilver@questex.com (954) 306-0747 | Fax: (954) 697-6265 Genny Donley, DIGITAL SALES MGR . . . . . . . gdonley@questex.com (216) 706-3762 | Fax: (216) 706-3710 Is inappropriate language ever tolerated at your hotel? Foul language, or any other questionable language in front of guests or team members, is not tolerated at our hotel. Period. We emphasize that from the time a prospective team member walks in our door to interview. With an atrium as a lobby, sound really travels—so what you say at the front desk could potentially be heard by someone on the third floor. Personally, I ask my team members one simple question, and it usually keeps them in check: “Would you want your mother to hear you say that?” Most of the time, the answer is an emphatic “No.” Foul language is never appropriate, especially in the hospitality business. Allowing such behavior can make guests feel uncomfortable enough to stay elsewhere. Our employee handbook includes a section devoted to inappropriate behavior. Employees should understand there are situations when a behavior problem can result in immediate termination. Written policies aside, the greatest impact is achieved when our department heads set the tone of a “foul-language-free workplace.” Including such a rule in company policy shouldn’t be required, but we live in a world where employers are typically held accountable until proven innocent. How we speak is a reflection of us, and we focus on limiting the use of profanity in our personal and business lives. The success of our business is contingent on guest satisfaction, and I am certain we do not appear more competent by using profanity. In our handbook, one section reads, “profanity of any sort, in any area of the motel, including lobby and all work areas” could lead to immediate termination. Having it written is a start, but emphasizing it and enforcing it are necessary. We start every meeting in every department by discussing our focus on guest service, and foul language is touched upon frequently. PRODUCTION 306 W. Michigan St., Suite 200, Duluth, MN 55802 Jamie Kleist, ASST. PRODUCTION DIR. . . . . . . jkleist@questex.com (218) 279-8855 | Fax: (218) 279-8812 Janelle Heller, SR. PRODUCTION MANAGER . . jheller@questex.com (218) 279-8834 | Fax: (218) 279-8815 MARKETING/MAGAZINE SERVICES MARKETING/MAGAZINE SERVICES Ilene Schwartz, Kroll Direct, LISTS . . . . . . . . .ilene@krolldirect.com (216) 371-1667 | Fax: (216) 371-1669 PERMISSIONS . . . . . . . . . . . . .questexpermissions@reprintbuyer.com (800) 494-9051 Ext. 100 REPRINTS . . . . . . . . . . .HotelandMotelManagement@reprintbuyer.com (800) 290-5460 Ext. 100 SUBSCRIPTIONS, CUSTOMER SERVICE, BACK ISSUES, SINGLE CURRENT COPIES . . . . . . . . . . . .hspangler@questex.com (847) 763-9594 | Fax: (847) 763-9694 EVENTS Liz Crawford, DIR., HOTEL & INVESTMENT EVENTS (714) 338-6725 . . . . . . . . . . . . . . . . . . . lcrawford@questex.com Janet Madden GM, Embassy Suites Orlando-Airport Deepesh Kholwadwala Director, Sun Capital LLC Douglass Wright President, Wright Hospitality LLC PRESIDENT & CEO—Kerry C. Gumas EXECUTIVE V.P. & CFO—Tom Caridi EXECUTIVE V.P.—Tony D’Avino EXECUTIVE V.P.—Robert S. Ingraham EXECUTIVE V.P.—Jon Leibowitz EXECUTIVE V.P., CORP. DEV.—Claudia Flowers V.P., DIGITAL MEDIA—Seth Nichols V.P., HUMAN RESOURCES—Diane M. Evans EDITORIAL ADVISORY BOARD .EDITORIAL MISSION STATEMENT. . Toma Brashear, chairman and CEO, The Brashear Group Mike Cahill, president, HREC–Hospitality Real Estate Counselors Howard Feiertag, instructor, Virginia Polytechnic Institute Bob Habeeb, president and COO, First Hospitality Group Van Heffner, president & CEO of the Nevada Hotel & Lodging Assn. Jacqueline Kish, VP of design/business development, Puccini Group Roslyn Neal Dickerson, SVP of corporate affairs & diversity, InterContinental Hotels Group Erica Qualls, GM, Marriott Atlanta Marquis Faith Taylor, VP of sustainability and innovation, Wyndham Worldwide Raj Trivedi, EVP of franchising, La Quinta Inns & Suites HOTEL & MOTEL MANAGEMENT supplies the credible news analysis and operating resources the lodging industry needs to prosper amid constant change. Comprehensive reporting and research offer top-of-mind and quick-hitting insights while introducing the people driving the future of the hotel community. Strategies about marketing, finance, technology, design and product purchasing go beyond the bricks and mortar to bring readers closer to the fundamentals of operating in the lodging business. Copyright 2009 Questex Media Group, Inc. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical including photocopy, recording or information storage and retrieval system, without permission in writing from the publisher. Authorization to photocopy items for internal or personal use, or the internal or personal use of specific clients, is granted by Questex Media Group, Inc. for libraries and other users registered with the Copyright Clearance Center, 222 Rosewood Dr., Danvers, MA 01923; phone: (978) 750-8400; fax (978) 750-4470; call for copying beyond that permitted by Sections 107 or 108 of the U.S. Copyright Law. For those not registered with the CCC, send permission request to questexpermissions@reprintbuyer.com; phone: (800) 494-9051 Ext. 100. Hotel & Motel Management does not verify any claims or other information appearing in any of the advertisements contained in the publication, and cannot take any responsibility for any losses or other damages incurred by readers in reliance on such content. Hotel & Motel Management welcomes unsolicited articles, manuscripts, photographs, illustrations and other materials but cannot be held http://www.HotelWorldNetwork.com
Table of Contents Feed for the Digital Edition of Hotel & Motel Management - February 2009 Hotel & Motel Management - February 2009 Contents Staff Management is Key for Smaller Budgets Perspective Guests Expect More from Green Programs Sales Clinic Legally Speaking HotelWorld Update Consultant's Corner Trends & Stats Laundry Investing Requires Return to Fundamentals Limited-Service Hotel-Chains Energy Management Ice Machines Broadband Marketplace Ad/Editorial Index Checking Out Hotel & Motel Management - February 2009 Hotel & Motel Management - February 2009 - Hotel & Motel Management - February 2009 (Page 1) Hotel & Motel Management - February 2009 - Hotel & Motel Management - February 2009 (Page 2) Hotel & Motel Management - February 2009 - Contents (Page 3) Hotel & Motel Management - February 2009 - Staff Management is Key for Smaller Budgets (Page 4) Hotel & Motel Management - February 2009 - Staff Management is Key for Smaller Budgets (Page 5) Hotel & Motel Management - February 2009 - Perspective (Page 6) Hotel & Motel Management - February 2009 - Perspective (Page 7) Hotel & Motel Management - February 2009 - Guests Expect More from Green Programs (Page 8) Hotel & Motel Management - February 2009 - Guests Expect More from Green Programs (Page 9) Hotel & Motel Management - February 2009 - Sales Clinic (Page 10) Hotel & Motel Management - February 2009 - Sales Clinic (Page 11) Hotel & Motel Management - February 2009 - Legally Speaking (Page 12) Hotel & Motel Management - February 2009 - Legally Speaking (Page 13) Hotel & Motel Management - February 2009 - HotelWorld Update (Page 14) Hotel & Motel Management - February 2009 - HotelWorld Update (Page 15) Hotel & Motel Management - February 2009 - Consultant's Corner (Page 16) Hotel & Motel Management - February 2009 - Consultant's Corner (Page 17) Hotel & Motel Management - February 2009 - Trends & Stats (Page 18) Hotel & Motel Management - February 2009 - Trends & Stats (Page 19) Hotel & Motel Management - February 2009 - Laundry (Page 20) Hotel & Motel Management - February 2009 - Laundry (Page 21) Hotel & Motel Management - February 2009 - Laundry (Page 22) Hotel & Motel Management - February 2009 - Laundry (Page 23) Hotel & Motel Management - February 2009 - Investing Requires Return to Fundamentals (Page 24) Hotel & Motel Management - February 2009 - Investing Requires Return to Fundamentals (Page 25) Hotel & Motel Management - February 2009 - Limited-Service Hotel-Chains (Page 26) Hotel & Motel Management - February 2009 - Limited-Service Hotel-Chains (Page 27) Hotel & Motel Management - February 2009 - Limited-Service Hotel-Chains (Page 28) Hotel & Motel Management - February 2009 - Limited-Service Hotel-Chains (Page 29) Hotel & Motel Management - February 2009 - Energy Management (Page 30) Hotel & Motel Management - February 2009 - Energy Management (Page 31) Hotel & Motel Management - February 2009 - Ice Machines (Page 32) Hotel & Motel Management - February 2009 - Ice Machines (Page 33) Hotel & Motel Management - February 2009 - Broadband (Page 34) Hotel & Motel Management - February 2009 - Broadband (Page 35) Hotel & Motel Management - February 2009 - Broadband (Page 36) Hotel & Motel Management - February 2009 - Broadband (Page 37) Hotel & Motel Management - February 2009 - Marketplace (Page 38) Hotel & Motel Management - February 2009 - Ad/Editorial Index (Page 39) Hotel & Motel Management - February 2009 - Ad/Editorial Index (Page 40) Hotel & Motel Management - February 2009 - Ad/Editorial Index (Page 41) Hotel & Motel Management - February 2009 - Ad/Editorial Index (Page 42) Hotel & Motel Management - February 2009 - Ad/Editorial Index (Page 43) Hotel & Motel Management - February 2009 - Ad/Editorial Index (Page 44) Hotel & Motel Management - February 2009 - Ad/Editorial Index (Page 45) Hotel & Motel Management - February 2009 - Checking Out (Page 46) Hotel & Motel Management - February 2009 - Checking Out (Page 47) Hotel & Motel Management - February 2009 - Checking Out (Page 48)
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