January 2008

with American Register Company Focusing on issues important to all members of the Hospitality Industry

Check This To amenitize…or not to amenitize. energy-saving lighting. In addition, Hamlet pondered, but today’s hotel guests will find organic coffee and tea at Out shouldn’t. The trick is Kimpton’s Monaco to come up with On The Road... Hotel in Chicago.  A study by found there something unique to Cards explain the have been more than 400 cases of nude your property’s linen-changing and sleepwalkers in the past year, almost all situation. Here are towel re-use options, involving men. Conducted in 310 some successful ideas. and there’s a tasteful Travelodge , the study found that Hotels maroon recycling sleepwalkers wander all over the Corp. announced a bin in each room. building. In fact, a number had walked to ”StayFit at Hyatt” Pure Room the front desk and asked for a newspaper major fitness technology at three or to check out! Sleep experts blame initiative. Hotel guests Wyndham Hotels stress, alcohol abuse, lack of sleep, and asked for upgraded, on-site fitness sanitizes every surface and fabric, and injuries. Advice to hotel workers on the centers and in-room options; they don’t purifies air and water to provide night shift includes keeping a supply of want to leave the hotel. maximum guest comfort. Individualized towels at the front desk to help preserve In the same vein, aloft hotels wants climate controls and carbon dioxide a guest’s dignity. its fitness centers to be an energizing, sensors are being installed.  Another study, this one by the uplifting experience for guests, so fitness StudyLogic, a New York research University of Virginia, found that more centers will feature a glass wall to bring firm, surveyed 1,041 people with a than one-third of the things people natural light into the room. In addition, minimum of three hotel stays over the commonly touch in hotel rooms, such treadmills will have individual television last 12 months and found that 70 as pens, doorknobs, TV remotes, light and sound systems, allowing guests to percent open a new mini-bottle of switches, were infected with a virus. select their own entertainment as they shampoo and conditioner each time they Glassware in guest rooms was also exercise. shower on the road. So when the new unsanitary due to improper cleaning. Personalized services, including Westin Element Hotel in Lexington, MA, Guests are advised to wash the glassware, 24-hour butlers, private city tours, opens next year, shampoo dispensers will or even better, bring their own! shopping advisors, limousine transfers replace those multiple plastic mini-  Hotel chains are leading the way from airports, paté for pets and more are bottles. Water-saving devices will to a greener world. The Hilton New York what guests want. “Decadence is in,” conserve about 4,358 gallons of water completed the rigging of a Pure Cell 202 says Jennifer Oberstein of the Ritz- per room each year, compact fluorescent state-of-the-art fuel-efficient power and Carlton’s New York hotels. bulbs (CFLs) will cut energy use by hot water generating system as part of its Hotel lobbies can be great places to 75 percent, and eco-friendly materials global green program. Hilton’s bed linen people-watch, lounge, and meet-and- will be used throughout the hotel. and towel initiative saves more than 12 greet. Now, Marriott hoteliers are The J.D. Power and Associates million gallons of fresh water a day. creating “lobby great rooms” that feature 2007 North America Hotel Guest The InterContinental Chicago a check-in area, a social-business zone, Satisfaction Index Study found that no installed a motion detection system that and a day/night bar with morning coffee matter what the age group, a conserves lighting and air-conditioning and pastries and a nightly open bar. complimentary breakfast is the most energy when guest rooms aren’t Many hotel companies believe they important amenity. Next is high-speed occupied. Table scraps and leftover food must slash waste and pollution because and wireless Internet access, then a TV go to composting sites. it makes both sound economic and set with a screen larger than 27 inches.  Working Mother magazine named public relations sense. Kimpton Hotels, The majority of hotel guests want a to its list of 100 a boutique group of 42 properties, complete non-smoking environment, Best Companies for Working Mothers. launched an EarthCare program with a and three out of four guests will The chain was recognized for its childcare mission “to deliver a premium guest participate in linen and towel re-use offerings, flexible work options, diversity experience through non-intrusive, high- programs. However, if hotels want to initiatives, and English-language training quality, eco-friendly products and please guests, it is best to invest in the program. Marriott has been named to this services.” This means the hotel group people who operate the property. There list 16 times, earning the company a uses recycled paper and soy-based inks, is a strong correlation between hotel place in the Working Mother’s Hall of installs water-saving faucets, staff performance and overall hotel Fame. Marriott was also recognized as an showerheads, and toilets, and uses satisfaction. excellent workplace by BusinessWeek. Reader Responses Reader Responses Last issue’s question on what to do soaps and wrap them with fabric and a the attitude I looked for when with used soaps and amenities brought bow. Great for a basket or to use in a interviewing. I also have employees who in some suggestions. Jane Lovett, decorative scene where tiny presents work part-time. I learned to be flexible Peaches Bed and Breakfast, Grand might be needed. They smell nice, too!” with them; this allows them to continue Rapids, MI, writes: “We always recycle as The subject of Work/Life Balance in going to school, stay home with their much guest trash as possible…plastic Employee Retention in our July HR News children more, or simply take this bottles and newspapers whenever we can, column caught the attention of Mareea employment as a second job. It has and anything else we can identify. We Karim, General Manager, La Quinta Inn worked great, and I have someone to call also can recycle soaps here (Grand & Suites, Muskogee, OK. She writes: when another employee is out. Rapids) because our local Salvation Army “Employee retention has been my “The key is to be considerate of your shelter will take them. Thanks for the greatest challenge in the year that I have employees’ needs: Care about who they suggestions about asking guests to been managing at my property. The long are as a person, and acknowledge what participate…we’ll definitely try to working days and, at times, nights can be they have to offer, and work around their engage them in recycling more by adding physically, as well as mentally weakness while training them to strive a ‘green’ page to our information book exhausting. I am happy to report that in for perfection. Cheers for my staff!” in the rooms. I’d be delighted if they the last three months I have lost not one And finally, Sandee Harraden, Ivey merely turned off their air conditioners employee. House Managing Director, Everglades and lights when they left the room for “Housekeepers can become easily City, FL, wrote: “We just wanted to share the day!” bored with their repetitious duties. I have with you that Ivey House is the first Betsy LeClair, Cool City Motel, Two learned to hire employees who have a Green Lodging in Collier County, and the Rivers, WI, offers some ideas for desire to take on new challenges. Every 47th in Florida.” Owners David and properties that cannot donate their morning we have a huddle for Sandee Harraden installed water-efficient soaps. “I own a small ‘Mom and Pop’ communication; this is where I learn faucets, showerheads, and toilets, and motel, and I understand this is not a about who they are and their attitude implemented a towel and linen re-use solution for large chains, but I thought I toward their job. As a result, I have a program to conserve water. The bed and would tell you what I do with my [used] housekeeper who fills in as a breakfast breakfast also installed energy-efficient soap. I have made small ‘pouches’ out of hostess when needed and is training at lighting and switched to high-efficiency wash cloths (when one gets a hole in it, I the front desk. There are several who air filters to improve air quality. can use half of it for a pouch - recycle alternate days doing the laundry. We The Florida Green Lodging Program ® those also). I used to put Velcro on the have three housekeepers who alternate is a voluntary state initiative that pouch to hold the soap in, but now I just inspecting rooms as well, one of which provides the lodging industry with make a tri-fold so that the pocket of soap fills in as relief night auditor. technical assistance, and encourages is tucked inside. I put several small “The housekeepers are taking hotels and motels to adopt cost-saving pieces in, and as they get wet and used, ownership of their duties and working as green practices that reduce waste and they kind of mush together and the wash a team. We provide lunch every Sunday conserve natural resources. pouch always has soap coming out of it. to show our appreciation. The number of Congratulations to the Harradens of These are only for my family so I never complaints has dropped tremendously use up all the soap we have, but the Ivey House! And be sure to read more of and my turnover, well let me say that I our “green” articles in this and future pouches are good for using small and sleep better at night! broken pieces of soap as well. I did ask a issues of Check-In. doctor once about bacteria, but he said “Front desk was extremely Your thoughts are worth $25! Send they do not live long on something like challenging. To avoid being called upon them to us! All addresses are printed on soap, so it was nothing to worry about. every time someone called in or didn’t the back page. Make sure to include your show up, I had to hire employees who full name, property name, and address. “I have had Girl Scouts take nice-size were very flexible. ‘Can work any shift’ is

What is your property Hotel Certification Programs doing to go green? Are Dozens of countries, several US states, and a number of industries have their own you applying for a labeling programs with varying standards. Here are some reputable programs. Energy Star: A US-based EPA program that rates the energy efficiency of certification? appliances used in businesses. (www.energystar.gov) Green Globe: Based on stringent guidelines, Green Globe certifies properties in What else is on your more that 80 countries. (www.greenglobe.org) mind? Leed: The US Green Building Council certifies buildings that meet standards of We want to know! Tell us by energy efficiency, conservation, and community sensitivity. (www.usgbc.org) e-mail, snail mail, or fax — Sustainable Tourism Certification Network of the Americas: A joint effort of the Rainforest Alliance and the International Ecotourism Society linking five you’ll find all the addresses different green certification programs in the Americas. on the back page. (www.eco-indextourism.org) HR news… the image the company wants to project. and accommodates the employee. Katie Snider Employers may set standards with Safety concerns may be a which the employees must comply while consideration when an employer sets Human Resources they are at work. Employers may require employee dress and grooming standards. Editor employees to remove piercings or facial For employees who work on machinery, Dress Codes hair, cover up tattoos, or change an it may be advisable to prohibit and Grooming extreme hair color, as long as the employees from wearing anything that Standards employer does not discriminate on the could get caught in the machinery — basis of race, color, religion, sex, national long unrestrained hair, jewelry, scarves, Many employers establish dress origin, age, or disability. Employees who or religious head coverings, for example. codes and grooming standards for their violate the standards set by the employer Other items that may be prohibited for employees. There are a number of may be subject to discipline, up to and safety reasons in certain environments factors to take into consideration when including discharge. include open-toe or high-heeled shoes or establishing these guidelines, such as Occasionally, employees may request sandals, and contact lenses. appropriate clothing (business, business to be exempt from a prescribed dress or Employers should review their dress casual, casual), jewelry, footwear, grooming standard. If such a request is and grooming policies to ensure the hygiene, facial hair, piercings, and made, the employer should explore the policies reflect current practice and are tattoos. These grooming and dress reason for the request. If the request is evenhanded in their application. If there requirements can vary widely based on a physical condition (such as is no policy in place and dress and depending upon the industry or when an employee [who] has undergone grooming issues have become a problem position the employee holds. For foot surgery asks to wear athletic shoes or may become an issue, it is example, bank and health care staff are to work) or a sincerely held religious recommended that policies be typically known for their “professional” belief (such as requesting to wear a head established. When dealing with a appearance. Similarly, a sales person covering), the employer must grooming issue, for example, it is helpful may be held to a higher standard of accommodate the employee’s request to be able to point to a policy that sets dress and grooming than a laborer. unless doing so will create a safety out reasonable expectations. It is Dress and grooming requirements hazard or an undue hardship. Note that important to communicate the contents typically arise out of legitimate business the employer need not provide the of the policies to employees, as well as issues such as safety, customer specific accommodation requested by the reasons for the policies and relations, and employer preference. the employee. The employer and consequences for failing to follow them. Employers believe that employees are employee should discuss possible Source: Amy Wangerin, HR Digest, representatives of the company and solutions with the goal of reaching a MRA–The Management Association, Inc., their dress and grooming should reflect resolution that works for the employer September 2006

Maintenance news energy use equals less pollution. achieve the brightness you desire. Also, According to Energy Star, a program read the package and make sure the CFL Bill Pickens run by the Environmental Protection is made for dimmers, if this is the application you need. Maintenance Editor Agency, if every US home changed out just one incandescent bulb to a CFL, the All fluorescent lights contain a small What You US would save enough energy to light amount of mercury — about three million homes, as well as prevent 5 milligrams per bulb. In comparison, an Should Know greenhouse gas emissions equal to that older thermometer contains about 500 About CFLs of 800,000 cars. milligrams of mercury, about 100 CFLs- “When you weigh the pros and cons Want to know what kind of impact worth! Plus, using CFLs helps prevent of compact fluorescents, the mercury your lightbulb switch can make? Go to mercury from being released into the air issue is important, but it should not www.asimpleswitch.com. from coal-burning power plants. deter anyone from going out and buying Second, CFLs last longer, so you In addition, the mercury in CFLs can them because the benefits far outweigh don’t have to replace them as often. Less be recaptured if the bulbs are recycled. the potential risks,” says Jeff Deyette, an energy use equals lower energy bills. Many municipalities offer free recycling energy analyst with the Union of There are many different types of service. For more information, go to Concerned Scientists, a Washington- CFLs: spirals, A19s, G25s, and Deco/CCs www.epa.com, check out based environmental group are just a few. While most CFLs fit in www.lamprecycle.com, or call 1-800-378- (www.ucusa.org). every application, a CFL bulb can be 6998 for waste disposal companies in First, compact fluorescent bulbs larger than a standard incandescent bulb. your area. Also, Mercury Disposal (CFLs) help fight global warming Inspect your lamp shade, harp, and Systems, Inc. offers lamp and battery because they use less energy while socket to ensure that your lamp can recycling. You can simply order, fill, seal, providing the same amount of light. accommodate the CFL you’re selecting. and return a prepaid container. Your For example, a spiral CFL saves up to When choosing a bulb, look at the watt property will then have proof of recycling 75 percent in electricity cost in equivalent rather than actual watts to to show that you are in compliance with comparison to incandescent bulbs. Less state regulations. 2008 Calendar Jim Leahy Letter from the Preside Trade shows and conventions are a fantastic way to find out nt what’s new and what’s happening in the industry. Here are Dear Friends, Sev some events scheduled for the coming months. eral years ago, while visiting a chai head n quarters in New Jersey, I had a long mee 32nd Hotel, Motel & Restaurant Supply Show of the Southeast ting with a buyer who had a degree p in January 29 – 31; Myrtle Beach, SC; www.hmrsss.com hilosophy. Her teenage son had had remarkably fra some nk talks with her about dating, sex, Sixth Annual Hospitality Law Conference “right” or no and what’s t. (The intimacy of these talks was s I could ne omething February 11 - 13; Houston, TX; www.hospitalitylawyer.com ver have had with my own mother.) They talked abou Upper Midwest Foodservice & Lodging Show t his sexual relationships, not in leg or religious terms al February 17 - 19; Minneapolis, MN; www.upshowonline.com , but in philosophical concepts. The ultimate criteria th e two of them reached was “I am to 14th Twin Cities Food & Wine Experience a person to …!” o fine February 21 - 24; Minneapolis, MN; www.foodwineshow.com In other words, in a ny relationship with a young woma what sort of person w n, Nightclub & Bar Convention and Trade Show ould he choose to be? Would he be person of honor, c a February 24 - 27; Las Vegas, NV; www.nightclub.com haracter, good manners, and nobili would he speak ty? Or and act in ways that were crude, un International Las Vegas Coffee & Tea Expo or dishonest? kind, sleazy, Feb. 24 - 27; Las Vegas, NV; www.internationalcoffeeandteaexpo.com This mother’s discussion was quite leng some thy, but I Semi-Annual CHART Hospitality Training Conference times think back to that ultimate st fin atement: “I am too March 1 - 4; Minneapolis, MN; www.chart.org e a person to ….” We all face issues 34th Annual Ocean City Hotel-Motel-Restaurant Assn. Expo where friends, tiredness, or other circumstances call us to be less than honorable, moral, or March 2 - 3, Ocean City, MD; www.hospitalityexpos.com caring. We want to be liked. We want to be seen as smart, interesting, and wo International Restaurant & Foodservice Show of New York rldly. We’re sometimes pressured to March 9 - 11; New York, NY; www.internationalrestaurantny.com behave badly. As we go int o the world and establish our reput Seatrade Cruise Shipping Convention people see wh ation, o we are and what we stand for. The March 10 - 13; Miami Beach, FL; www.cruiseshipping.net people of i y respect us as ntegrity, authority, and authenticity that our , or they figure character leaves a lot to be desired. Laws and custo Quirky Quotes ms put a lot of responsibility on the hospitality industry A hotel isn’t like a home, but it’s better than being for the safety and well-being of the traveling public. It is throu gh us that this responsibility is me a house guest. We must be people of c t. haracter and principle. We owe it to — William Feather those travelers, our owners , and most important, to ourselves. Be the very best person Travelers never think that they are the foreigners. you can be. Be the person you will be proud to be. Remind you — Mason Cooley rself, “I am too fine a person to ….” Lov read check-in online at www.americanhotel.com e, Check Out Your feedback, suggestions, stories, and ideas are what make the pages of this newsletter PRSRT STD interesting and useful to everyone in the U.S. POSTAGE hospitality field. Please take a moment to jot PAID down your thoughts. Send your responses to: 100 S. Milwaukee Ave. American Hotel American Hotel Register Company Vernon Hills, IL 60061-4305 Register Attention: Check-In 1-800-323-5686 100 South Milwaukee Ave. www.americanhotel.com Vernon Hills, IL 60061 Change Service Requested e-mail: [email protected] or Fax: 847-743-1083 Please note: Submitted photos and Please route to: information are not returnable. Submissions Housekeeping may be edited for space and clarity. Front Office Engineer Check-In is published four times a year by Sales/Marketing American Hotel Register Company. We hope Security ng you’ve enjoyed this issue. If you need an extra Purchasi General Manager copy, just ask! Editor: Barbara Sirovatka

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