today’s August 2019 | todayshotelier.com

THE OFFICIAL PUBLICATION OF

C-SUITE Laura Miller of Chase talks card fraud

IN THIS ISSUE: LAW & TOURISM How economic growth impacts police and visitors to their area

FEATURE Data and hotel security: Everything you need to know about protecting your data, your property, and your business

ADA COMPLIANCE Which of these is not like the others? Service animals, comfort animals, pets, and the ADA

PLUS: Operational resilience prepares hoteliers to win despite market conditions

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956406_Kaba.indd 1 12/03/19 10:28 PM WE HANDLE PAYMENT PROCESSING SO YOU CAN FOCUS ON YOUR GUESTS

For more than 20 years, we’ve specialized in helping you process payments without hidden fees,1 teaser rates or long-term contracts.2 AAHOA members receive preferred rates, a dedicated lodging support team, and experience seamless integration into existing property management systems.

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1 All applicable fees are listed on the Schedule A. 2 Certain restrictions may apply. Not all businesses may qualify for month-to-month or no long-term contract, such as businesses who: require processing capabilities in multiple currencies, process over $5 million in annual credit/debit card sales or have certain software or connectivity requirements. Qualifying businesses may terminate their contract at any time by providing 30 days’ written notice. Businesses who receive a promotional consideration from Chase may be required to repay all or a pro-rated portion of the value of such promotional consideration if the contract is terminated within the first 24 months. Businesses who do not qualify for the no long-term contract may be subject to additional terms and conditions, including a defined initial term and early termination fees. Talk to a Chase Representative for more details. Businesses are required to complete an application and agree to terms and conditions at the time of enrollment. All businesses are subject to credit approval. Merchant services are provided by Paymentech LLC (“Chase”), a subsidiary of JPMorgan Chase Bank, N.A. ©2019 JPMorgan Chase & Co. All rights reserved.

966082_Chase.indd 1 2019-07-09 9:15 AM August 2019 | todayshotelier.com

Today’s Hotelier is the official monthly publication of AAHOA 1100 Abernathy Road, Suite 725 Atlanta, GA 30328 P: (404) 816-5759 [email protected] www.aahoa.com AAHOA STAFF CONTRIBUTORS Toni-Anne Barry Contents Communications & Public Affairs Coordinator Lisa Brown FEATURES Copy Editor DEPARTMENTS Heather Carnes Director, Marketing Peter Clerkin 6 Director, Communications LETTER FROM James Jenkins THE CHAIRWOMAN Senior Vice President Business 16 Development 8 LETTER FROM Rachel Humphrey THE INTERIM Interim President & CEO Law & PRESIDENT & CEO Kati Siconolfi Tourism: Director, State and Local 10 Government Affairs How economic GOVERNMENT Kathryn Stone AFFAIRS Chief of Staff growth impacts law enforcement 40 Today’s Hotelier AAHOA CLUB is published by and visitors to BLUE, PLATINUM & SILVER MEMBERS their area 5950 NW First Place by ADAM WEBB 42 Gainesville, FL 32607 AAHOA @ P: (800) 369-6220 INDUSTRY EVENTS www.naylor.com [email protected] 45 CLASSIFIEDS NAYLOR STAFF CONTRIBUTORS 18 24 Sunny Goel Security slip-ups: Steer Data and hotel security: 50 Design/Layout clear of these 5 hotel Everything you need to ADVERTISERS INDEX Kira Krewson security mistakes know about protecting Sales Manager by AMY BELL your data, your property, Rob Lee Publisher and your business John O’Neil by FAITH HALEH ROBINSON CONNECT Advertising Director Nancy Taylor EMAIL Senior Marketing Specialist COLUMNS [email protected] Geneva Toddy FACEBOOK Managing Editor 12 THE C-SUITE 34 SMALL BUSINESS facebook.com/AAHOAofficial Tracy Venzen The hospitality industry faces Fight for a fair wage: INSTAGRAM Project Coordinator significant risks from card The important role of small AAHOAofficial Chris Zabel fraudsters…but there’s hope business owners LINKEDIN Advertising Associate by LAURA MILLER by ALFREDO ORTIZ AAHOA Opinions expressed are those BY THE NUMBERS OPERATIONS TWITTER of the contributors and do not 27 36 @TodaysHotelier necessarily reflect the policy Operational resilience prepares of AAHOA or Today’s Hotelier 28 ADA hoteliers to win despite market YOUTUBE magazine. Publication of Which of these is not like the conditions youtube.com/AAHOA an article or advertisement others? Service animals, comfort by TODD SABO does not imply approval or animals, pets, and the ADA endorsement by AAHOA. 2019 AUGUST by DAY AL-MOHAMED and CITY SPOTLIGHT today’s August 2019 | todayshotelier.com ©2019 AAHOA, all 38

BRUNA E. PEDRINI Washington D.C. THE OFFICIAL PUBLICATION OF rights reserved. The by ASIF LAKHANI C-SUITE Laura Miller of Chase talks card fraud contents of this publication may not & TOURISM LAW IN THIS ISSUE: 30 FINANCE LAW & TOURISM How economic growth be reproduced in whole or in part impacts police and How do I make the right 44 BACK OF THE HOUSE visitors to their area without the prior written consent TODAY’S HOTELIER financing decisions in order to Schedule a back of the house FEATURE of the publisher. Today’s Hotelier Data and hotel security: Everything you need to know about protecting your data, your achieve financial security? tour in your district! property, and your business (ISSN 24174062), volume 19, issue 8, ADA COMPLIANCE Which of these is not like the

AAHOA’S AAHOA’S OFFICIAL PUBLICATION others? Service animals, comfort is published monthly by Naylor by RUSHI SHAH by TONI-ANNE BARRY animals, pets, and the ADA PLUS: Operational resilience prepares hoteliers Association Solutions, for AAHOA, to win despite market conditions 1100 Abernathy Road, Suite 725, 32 GUEST EXPERIENCE Atlanta, GA 30328. Periodicals How to discourage loitering at postage paid at Gainesville, Florida, your hotel and at additional mailing offices. by DON KERMATH Postmaster: Send address changes to Today’s Hotelier, 5950 NW First Place, COVER IMAGE: Gainesville, FL 32607. Editorial inquiries: [email protected] F11PHOTO/SHUTTERSTOCK.COM PUBLISHED JULY 2019/AAHOM0819/9922 ❱ Advertising inquiries: John O’Neil, [email protected]

TODAYSHOTELIER.COM | AUGUST 2019 | 5 LETTER FROM THE CHAIRWOMAN

2019-2020 AAHOA BOARD OF DIRECTORS AAHOA OFFICERS Jagruti Panwala, CHO Chairwoman Biran Patel Safe employees are Vice Chairman Vinay Patel Treasurer Nishant (Neal) Patel, CHO happy employees Secretary Rachel Humphrey Interim President & CEO JAGRUTI PANWALA DIRECTORS AAHOA Chairwoman (2019-2020) Hitesh (HP) Patel, CHO, CHA Immediate Past Chairman Sanjay M. Patel Alabama Regional Director Going to work each day knowing Girish (Gary) Patel, “ CHO, CHA, CHIA that help is on the way with one quick Arkansas Regional Director Hitesh Patel push of a button allows employees Central Midwest Regional Director Bharat Patel, CHO to feel safer and more secure. Florida Regional Director ” Kapil Patel Georgia Regional Director Nick Zaver OMPREHENSIVE HOTEL provide ESDs for hotel employees. In Gulf Regional Director Sanjay (Sam) Patel safety must include New Jersey, for example, a new regulation Mid Atlantic Regional Director security precautions for stipulates that all hotels with more than Sunil Patel, CHO, CHA, CHIA Mid South Regional Director hotel staff. Employee 100 rooms must give housekeeping staff Akshat Patel safety devices (ESDs) are and other employees who go into guest North Carolina Regional Director Kamalesh (KP) Patel one method that several rooms ESDs to carry at all times beginning North Pacific Regional Director brands have found to be uniquely suc- in January 2020. Similar regulations are Mayur (Mike) Patel, CHO C North Texas Regional Director cessful in both protecting employees and gaining support in various states through- Jayesh R. Patel increasing their feeling of security when out the country, so it is important to take Northeast Regional Director going to work each day. These devices, also note of any ESD initiatives that might be Hiten Patel, CHO Northwest Regional Director called panic buttons, are usually specific gaining support in your state to prepare Chetan (Chet) Patel, CHO to hotel employees who frequently go into for new requirements. South Carolina Regional Director Mike Patel guest rooms, such as housekeepers, and If you think ESDs could be a good fit South Central Texas other employees who work by themselves. for your property and your staff, there is Regional Director Mike Riverside, CHO, CHA They are a small, easily accessible, and no need to wait for your state or locality South Pacific Regional Director subtle way for hotel staff to call for help to pass a regulation before implement- Sawan H. Patel in the event of an emergency. ing them. ESDs should not be seen as an Southeast Texas Regional Director Imesh Vaidya, CHO ESDs are a great tool because they create added expense, the potential ROI and long- Southwest Regional Director a direct line of communication between term benefits greatly outweigh the cost. Kalpesh Joshi, CHO Upper Midwest Regional Director staff no matter where they are. If a crisis Providing these devices to employees can Sandip Patel arises and the button is pressed, an alert directly impact employee retention and Washington D.C. Area Regional Director will immediately be sent to other employ- make your hotel more appealing to job Jayesh Patel, CHA ees in the hotel who will know there is an seekers. This added security measure will Director at Large Piyush Patel emergency and can respond quickly. This set your property apart from others that do Director at Large can dramatically reduce the amount of not have it. Going to work each day know- Prashant Patel time it takes for help to arrive, whether it ing that help is on the way with one quick Director at Large Nimisha Patel, CHO is other hotel staff or first responders. Any push of a button allows employees to feel Female Director Western Division situation, regardless of the type of problem, safer and more secure. It is a simple but Lina Patel, CHO Female Director Eastern Division can and should be diffused as quickly as impactful benefit that you can highlight to Miraj S. Patel, MBA, CHO, CHIA possible and ESDs are a dependable way to all potential hires. I encourage all AAHOA Young Professional Director Western Division give employees the ability to report issues Members to research this new tool and Purvi Panwala, CHO as soon as they happen. consider introducing it to their properties. Young Professional Director Eastern Division Certain states are even looking to pass Your current and future staff will thank Faheem Khan, CHO legislation that would require hotels to you for it!■Industry Partner

6 | AUGUST 2019 | TODAYSHOTELIER.COM _UPBEAT WITH A PULSE OF ITS OWN

RADISSON RED PRESENTS A PLAYFUL TWIST ON CONVENTIONAL HOTEL EXPERIENCES WITH A BOLD DESIGN PERSONALITY.

RADISSONHOTELGROUP.COM/ RADISSON RED MINNEAPOLIS DOWNTOWN DEVELOPMENT ©2019 Radisson Hotel Group. All Rights Reserved. +1 (800) 336-3301 Radisson Hotels International, Inc.; 701 Carlson Parkway, Suite 300, MS 4001, Minnetonka, MN 55305. This offering is made by prospectus only. Minnesota Franchise Registration Number F-7304.

966298_Radisson.indd 1 6/10/19 4:39 PM LETTER FROM THE INTERIM PRESIDENT & CEO

Protecting your staff, your guests, 1

and yourself August Regionals Join AAHOA at one of its seven RACHEL HUMPHREY Regional Conferences & Trade Shows this month: AAHOA Interim President & CEO North Carolina (Raleigh) August 1 Georgia (Atlanta) August 6 HE STANDARD FACETS OF security measures you do have in place, Upper Midwest (Des Moines, IA) August 12 Mid Atlantic (Cherry Hill, NJ) August 14 hotel security have even if they already meet local, state, and Northwest (Portland, OR) August 20 changed immensely in federal requirements. Hearing first hand Upper Midwest (Elmhurst, IL) August 22 the past several years. In about your property can better enable them the era of data breaches, to identify areas where you might need for example, hotels have another security camera or help you cre- 2 had to adopt and acclimate to new data ate more efficient emergency exit routes. T Hotel Data security measures, and even the switch to They are the most informed professionals Vice Chairman Biran Patel, mobile key cards is becoming increasingly to let you know if there are any gaps in Treasurer Vinay Patel, and Young Professional Director Eastern popular among brands to increase room your security. Division Purvi Panwala will represent AAHOA at the Hotel Data Conference safety. These developments are helping our Staff training is another area you can in Nashville, TN, August 14-16. industry evolve and better suit the needs discuss with these officials. As every hote- They will discuss how to deal with current and future labor issues of guests. But hoteliers shouldn’t allow lier knows, all hotel staff receive a slew of and how to prepare for the next traditional security measures to become training during their onboarding process, economic downturn. outdated while these new safety features but they can suggest additional train- are being implemented. Protocol for stan- ings that could supplement the training dard emergency issues like a fire, natural you already provide to help your employ- 3 disaster, or criminal activity should regu- ees better prepare and react to different Northwest & Charlotte Golf larly be updated in the same way hoteliers emergency situations. This could be any- AAHOA is proud to host two continually improve their digital security. thing from a threatening person enter- charitable golf tournaments this month. Register today at aahoa.com. With this in mind, it’s important to rec- ing the hotel to what to do in the event Northwest Region Charity Golf ognize that the best security protocol of of a power outage. Your employees will Tournament (Camas, WA) August 19 one hotel might differ greatly from another. feel more secure going to work each day Charlotte Charity Golf Tournament (Charlotte, NC) August 24-25 Location brings certain challenges that are knowing that they have the tools neces- unique to that area, from extreme weather sary to handle any situation that could to specific types of crime. For this reason, come their way. getting the expert opinions of local law Reaching out to local law enforcement 4

enforcement and emergency responders and first responders will help you improve G6 BAM is essential. Meeting with personnel from the overall safety of your hotel for guests, G6 owners attending the G6 Hospitality Conference are invited the local sheriff’s department or even a fire your staff, and the property itself. It will to attend the G6 Hospitality Brand marshal over a cup of coffee can help you also foster a relationship between your Alliance Meeting 6-7 p.m. on August 26 to learn more about your understand the unique challenges your business and first responders that will free AAHOA membership. area faces that you might not be aware benefit both parties in the event of a cri- of. It’s also a chance to highlight security sis. You and your employees will be more issues your business has faced that you’re in tune with what to expect and because 5 not sure how to properly handle. In both your employees are prepared, they will cases, they can assist you in determining be able to offer assistance to officers as Southern Lodging Summit AAHOA heads to Memphis, TN, optimal security measures and emergency needed. Starting off with a simple con- on August 27-28 to participate in the Southern Lodging Summit. strategies based on their experiences and versation can reap long-term benefits Vice President of Government Affairs knowledge of what is working for other and protections for the business you’ve Chirag Shah will join panelists from AHLA and the Tennessee Hospitality local businesses. worked so hard to build. Make this a part and Tourism Association to forecast This is a great opportunity to ask ques- of your business plan by scheduling that how immigration, foreign trade and tariffs, labor shortages, and inbound tions on specific ways to improve the visit today.■tourism will affect our industry.

8 | AUGUST 2019 | TODAYSHOTELIER.COM 932281_Embassy.indd 1 03/09/18 8:07 PM GOVERNMENT AFFAIRS 2-MINUTE READING TIME

Beyond benefits: Health Reimbursement Arrangements by TONI-ANNE BARRY ONE PHOTO/SHUTTERSTOCK.COMONE

FFERING COMPETITIVE HRAs are employer-funded accounts packages to attract and retain employ- employee benefits is that help cover the cost of individually ees. HRAs are yet another tool we can essential for employ- purchased plans within the Affordable use to ensure our employees have access ers to attract talented Care Act market. Before this rule was to affordable health care, and that allows job seekers, but it can instituted, HRAs were only able to us to remain competitive in the benefits be tough for small busi- cover out-of-pocket expenses. But now, we offer.” Onesses. With rising health care costs, employers can support and encourage For hoteliers who don’t currently offer health insurance is one of the top ben- their employees to enroll in health insurance plans to their employees, efits that employees are on the lookout insurance plans by providing tax-shel- HRAs could be a great way to contribute for and having an insurance plan can tered funds for their HRA that can be to the costs of employees’ health care be the difference between someone directly used to pay their monthly pre- in a more manageable way. Not only accepting a job or staying on the market. miums. The administration estimates is it an added benefit for individuals Supplying full insurance plans, how- that up to 800,000 employers will offer who previously did not have an insur- ever, isn’t feasible for many small busi- reimbursement arrangements to more ance plan at all, but employees who had nesses, especially businesses with fewer than 11 million American workers once access to only one plan can now pick than 20 employees. This is a growing the rule goes into effect on Jan. 1, 2020. an insurance plan that is best suited concern for employers and employees AAHOA Vice Chairman Biran Patel for them if their employer opts to use alike, but a new rule issued by the Trump had the distinct honor of attending the HRAs. Under this structure, employees administration seeks to fix this issue. White House Rose Garden ceremony as will have greater discretion across the The rule will allow employers to con- President Trump unveiled the new HRA board when it comes to their medical tribute to their employees’ health care rule. Biran said, “The competitive labor coverage, and all small business own- costs through Health Reimbursement market and the labor shortage affecting ers can strengthen their business by Arrangements (HRAs) without having our industry mean that hoteliers must offering such an appealing benefit to to provide full plans. be more creative in assembling benefit their staff.■

10 | AUGUST 2019 | TODAYSHOTELIER.COM Make your guests feel at home with the DIRECTV Residential Experience.

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1To access DIRECTV HD service, HD equipment req’d. Number of HD channels varies based on package selection. 22019 NFL SUNDAY TICKET PRICING: 2019 NFL SUNDAY TICKET will be delivered at no extra cost in all guest rooms for the 2019 season for all new DIRECTV Residential Experience (DRE) customers, COM System customers and DIRECTV Residential Experience Plus (DRE Plus); customers must subscribe to FAMILY Package ($2.49/room/mo.) or above, with a 3- or 5-year programming agreement. Other conditions apply. Subscription will automatically continue in the 2nd year at a special renewal rate of $99 and renew at regular rate thereafter unless customer calls to cancel prior to start of the season. Subscription cannot be canceled (in part or in whole) after the start of the season and subscription fees cannot be refunded. Commercial locations require an appropriate licensee agreement. Offer excludes University accounts. NFL, the NFL Shield design and the NFL SUNDAY TICKET name and logo are registered trademarks of the NFL and its affiliates. 3SHOWTIME OFFER: The SHOWTIME programming offer ($0.99/room/mo.) is available only as a 2nd Premium add-on. Offer available to qualifying new or existing Hospitality accounts with a 3- or 5-year programming agreement and must not have received SHOWTIME programming from DIRECTV or any other distributor during the 24 months prior to activation. Offer is available for accounts activated on or before 12/31/19. After the applicable promotional period (3- or 5-year) ends, then-prevailing rate for SHOWTIME applies unless canceled or changed by customer prior to end of the promotional period. Offer may not be combined with any other SHOWTIME offer. SHOWTIME is a registered trademark of Showtime Networks Inc., a CBS Company. Availability of DIRECTV service may vary by location. In certain markets, programming/pricing may vary. Hardware and programming available separately. Receipt of DIRECTV programming subject to terms of the DIRECTV Terms of Service for Hospitality Establishments and the DIRECTV Terms of Service for Institutions; copy provided with new customer information packet. Taxes not included. DIRECTV programming, hardware, pricing, terms and conditions subject to change at any time. ©2019 AT&T Intellectual Property. All Rights Reserved. AT&T, Globe logo, DIRECTV, and all other DIRECTV marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.

953899_Alvi.indd 1 2/22/19 4:33 PM THE C-SUITE 5.5-MINUTE READING TIME

The hospitality industry faces significant risks from card fraudsters…but there’s hope by LAURA MILLER, PRESIDENT, CHASE MERCHANT SERVICES COMMERCIAL BANKING SEGMENT

AYMENTS FRAUD CONTIN- ues to increase across industries. A record 82 percent of organizations reported payments fraud incidents in 2018.1 And, according to the American Hotel & Lodging Association, more than half of all credit card fraud takes place within the hospitality industry – with total losses approach- ing $3 billion annually. While chip-enabled cards safeguard the physical front desk against counter- feit card fraud, fraudulent online hotel bookings are expected to increase in the coming years. Industry estimates sug- gest online booking fraud could increase by as much as 25 percent.2 The hospital- ity industry is considered to be a major source of the compromised card creden- tials criminals use to commit counterfeit card fraud.

PROTECTING YOUR BUSINESS Unlike in the movies, most crimes are not elaborate jewelry heists committed by attractive but wayward protagonists who engage in witty repartee. They are crimes of “opportunity.” A criminal spots an opportunity to steal and they take it. Card fraud, virtual or physical, is the same. The good news is there are steps you can take to protect your business. You can minimize your fraud risk in a few simple steps, freeing you to focus on other, revenue-generating aspects of your business. The first step is to take the Payment Card Industry (PCI) Security Standards Council Self-Assessment Questionnaire Laura Miller, President, Chase Merchant Services Commercial Banking Segment

12 | AUGUST 2019 | TODAYSHOTELIER.COM ®

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966066_DISH.indd 1 07/06/19 4:40 AM THE C-SUITE

to help you evaluate your security prac- tices and determine where you have Unlike in the movies, most crimes are gaps. The council also provides a list of not“ elaborate jewelry heists, committed best practices that hoteliers can use to help protect their business: by attractive but wayward protagonists Replace default passwords with strong who engage in witty repartee. passwords and regularly update them. ” Protect card data and only store what you need. Inspect payment terminals for tam- cardholder, but they also can protect you specific steps you should take if fraud pering and discontinue use of com- from fraud. Knowledgeable criminals does occur: promised equipment. know sophisticated ways to “game” the 1. First, call your merchant provider and Use trusted business partners and system. These rules can help you stay notify them immediately of any sus- know how to quickly contact them one step ahead: pected fraudulent activity. They can and escalate issues. 1. If a guest’s charges exceed the ini- work with you to help identify the Install patches and updates provided tial estimated authorization amount cause and then develop a strategy to to you by your software vendors. obtained at check-in, always obtain help contain it. They may advise you Strictly limit in-house access to card an incremental authorization to engage your property management data (and know the employees who approval for the additional transac- system (PMS) and gateway solution do have access). tion amount. providers. Don’t give hackers easy physical or 2. If a stay extends beyond two weeks, 2. Once the issue has been contained, digital access to your systems. you should settle the transaction you should work closely with your Use reputable antivirus software and and obtain authorization for a new merchant provider to identify install the updates they provide to transaction. potential security vulnerabilities you. 3. If a guest “purchased” additional and implement more robust secu- Regularly scan for vulnerabilities and items during their stay (e.g., mini bar rity measures to help prevent future fix issues. items), you must provide the card- fraudulent activity. Use secure payment terminals and holder an amended receipt and pro- 3. Finally, depending on the scope of the solutions. cess the transaction within 24 hours fraud or breach, you may be advised Use a firewall to protect your business after checkout. to alert the Payment Brands (e.g., from internet intrusions. 4. In the case of damages to prop- Visa, Mastercard) and the PCI council. Encrypt data to make it useless if sto- erty, the cardholder must expressly len by criminals. approve the charge before the mer- THE HUMAN FACTOR Not every data breach is caused by chant processes the transaction. Just like in the lodging industry, some- malicious criminals. According to the 5. In the case of Dynamic Currency times nothing can replace the ability to 2018 Cost of a Data Breach study pub- Conversion (when/if you display interact with a knowledgeable profes- lished by IBM and the Ponemon Institute, the purchase price in the cardhold- sional. Chase’s unmatched expertise only half of all data breaches are due to er’s own currency), the cardholder in security and fraud mitigation and malicious or criminal attacks. Human must be offered a choice to accept our client support model prevent most error and system glitches account for or decline DCC and must actively fraud before it occurs. That combined the remaining half. Regardless of their choose the DCC option prior to the with our firm’s more than $11 billion root cause, the PCI Security Standards transaction being processed. investments in technology and data Council’s best practices strengthen your insights help us keep our clients safe. defenses against the financial and repu- FRAUD HAPPENS. By helping you prevent fraud, we not tational cost of a data breach. WHAT’S NEXT? only help protect your reputation – So, what should you do if, despite your and ours – we can help you minimize BEST PRACTICES FOR THE best efforts, you do experience fraud or transaction costs and optimize your LODGING INDUSTRY a data breach? First, quickly identifying revenue.■ There are unique rules in place for and containing the activity will reduce 1 AFP Payments Fraud & Control Survey, 2019 credit card processing in the lodging the impact to your business’s reputa- 2 Kount, eBook: Fraud Takes Off In The Travel industry. These rules help protect the tion and to customer trust. Here are the And Leisure Industry

14 | AUGUST 2019 | TODAYSHOTELIER.COM What does ONE CONNECTED EXPERIENCE look like for you and your guests?

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966054_Allbridge.indd 1 6/4/19 12:44 PM FEATURE

How economic growth impacts law enforcement and visitors to their area by ADAM WEBB ENRIQUE RAMOS/SHUTTERSTOCK.COMENRIQUE

AW ENFORCEMENT CAN HAVE A LOT OF FACES. IT was ‘Are there any places to eat? Are any of the restaurants can help stop robberies, find a missing person, and open? Is the mall open?’” Chin said. track down a fugitive on the run. But how does all of “So, we had a big survey out to our partners and created a list this apply to local businesses? to give to hotels to post on social media and say, ‘These places It may not be the first thing that comes to mind are open even during an ice storm.’ At the same time, the city when you think of law enforcement and commu- and Charlie are posting things about what streets are closed and nity interaction, but when it comes to tourism, the police force how the streets are getting cleared. What Charlie and I realized can lend a helping hand quite often. In Williamson County, TN, is that both the residents and the visitors need both of this just south of Davidson County, home of state capital Nashville, information. The visitors want to know where they can drive communities like Franklin and Liepers Fork are leaving their and is it safe? And, of course, the residents want to know if the own footprint on the tourism scene. mall’s open, can I go out to eat? So, we realized that was a pretty Ellie Westman Chin is the president and CEO of Visit good marriage because of the information that we’re sharing.” Franklin, a business set up to be a concierge service for the Ice storms are a pretty rare occurrence in Tennessee, and bustling little town. In her five years of living and working traditionally when they do occur, residents flood the grocery in Franklin, Chin says the police help ensure not only visitor stores to stock up on milk and bread. But when a rogue patch safety but that of the locals as well. of weather doesn’t bring traffic to a standstill, events like the “There are a couple different ways we work with the police Pilgrimage Festival or this year’s NFL Draft do. department,” Chin said. “Charlie reached out and said, ‘Hey, can you keep us posted She and Franklin Police Department spokesman Lt. Charlie on are hotels going to sell out?’” Chin said. Warner work together to ensure everyone in the area stays This year’s NFL Draft occurred at the same time as the safe and knows what’s open for their needs. St. Jude Rock ‘n’ Roll Marathon in Nashville, as well as “First is when there’s any kind of weather event, like my Franklin’s biggest event, the Main Street Festival. first year here there was a big ice storm. Of course, we had “So, they wanted to know if we were going to have a whole visitors in our hotels and so what our visitors wanted to know lot more people on our streets that we should be aware of.

16 | AUGUST 2019 | TODAYSHOTELIER.COM 6.5-MINUTE READING TIME

So, we share with the police department when we know there’s going to be an influx of people in our community,” Chin said. In addition to working with local tourism, local police departments hold yearly active-shooter training sessions and women’s self-defense classes. Chin said she benefited from both and while they’re voluntary, she recommended seeking out similar training. With Franklin’s continued growth comes its first hotel in the downtown area. Previously, visitors to Williamson County’s largest city were forced to the outskirts of town or even farther. But in August, the Harpeth Hotel will open its

doors on 2nd Avenue downtown. 243/SHUTTERSTOCK.COM MC “We’re looking forward to opening the first hotel in the heart of this great city, offering visitors a refined yet comfortable that those relationships are the best chance we have to place to stay and dine while they explore the unique culture prevent crime.” and landscape of the area and create their own stories at our Walsh also shared the same opinion as Foster when it came hotel,” General Manager Justin Foster said in a press release. to having a main point of contact for local businesses. Though this isn’t Foster’s first go round as a hotel general “We have an excellent working relationship with many manager, he said guest safety and a rapport with local law local businesses and business owners. We work with many enforcement are always important. of the hotels in the city and have existing relationships with “Typically, you have a police liaison in the area. I had one in management. It is always helpful when hotel staff have a point Utah and in California,” Foster said. “I’ve always had a good of contact who they can call on when they have a question or relationship with that liaison. I’ve had them over for coffee concern,” Walsh said. or for lunch before. You hope you never have to make that He went on to say that some hotels learn about safety the call very often, but it’s just a partnership to make sure your hard way. guests are safe.” “Some is learned behavior after an incident and some is If there’s one theme that accompanies anyone in law preventative in nature,” Walsh said. enforcement, it would be safety. Officer Tommy Walsh has “Many of the department-type stores have loss-prevention been a police officer for more than 30 years in Brentwood, the staff that work with our officers on a regular basis. That has town that separates Franklin and Nashville, and he shares proven to be effective in both preventing criminal activity and Foster’s sentiment when it comes to hotel safety. arresting suspects who choose to commit criminal acts. We “I think security has certainly improved at many of also have several hotels in the city [that] from time to time the businesses and hotels in the area,” Walsh said. “We employ off-duty officers to help prevent issues from arising.” have officers with specialized training who are available Although the city has grown over the past decade, to conduct a security survey and provide recommenda- Williamson County businesses and its law enforcement want tions. Beyond physical changes such as lighting, door locks, to retain the small-town charm it has amassed over the years. cameras, or other improvements that could be made, we “Despite its growth, Franklin has managed to keep its would suggest businesses communicate with us regarding down-home charm,” Warner said. “That’s a testament to the any suspicious activity or when they have a concern about people who call Franklin home. Our residents are so supportive anything that might be going on. We know from experience of our officers, and of the department’s efforts and initiatives to keep them safe. They’re amazing, actually. Our relationships with business owners, managers, and employees are important to us. Businesses want to thrive, and they recognize that the safety and their customers’ feeling of well-being contribute to their continued success.” “From my view, it appears that the businesses, both new and existing, have benefited from the growth,” Walsh said. “Anytime a city experiences growth, there is an impact. It might be more cars on the road, more people who live in the city or who may work or shop in the city. The police depart- ment has not seen a dramatic increase in calls for service, but we have seen an increase and have worked with the city

VMARGINEANU/SHUTTERSTOCK.COM to add additional officers as we continue to grow.”■

TODAYSHOTELIER.COM | AUGUST 2019 | 17 FEATURE

Steer clear of these five hotel security mistakes

by AMY BELL

18 | AUGUST 2019 | TODAYSHOTELIER.COM 7.5-MINUTE READING TIME

N LIGHT OF RECENT TRAGEDIES AND INCIDENTS, it’s become clear that hotels and resorts are highly vulnerable to crime and security threats. In these uncertain times, five-star hotel security is no longer a luxury – it’s a necessity. Unfortunately, many hotels are disappointing their guests when it comes to hotel safety. “As one who has spent 60 to 80 nights a year in hotels all over the world, I have had the opportunity to see a lot of positive and proactive hotel security programs,” says James H. Clark, CPP Staff Consultant with SRMC, LLC, an independent security consulting firm. “Conversely, I have also seen some not-so-good ones.” According to Rick Amweg, MPA, another security consultant with SRMC, it’s not necessarily a matter of what hotels are doing to let their guests down – it’s what they’re not doing. “Many travelers consider a hotel their home away from home, and as such, they expect a rather personal approach to secu- rity,” he says. Want to keep your guests and property safe and sound? Avoid these five common hotel security mistakes.

MISTAKE #1: AN INEFFECTIVE PLAN Far too many hotels suffer from lackluster security proce- dures or, worse yet, no security plan at all. Amweg says it is essential for every hotel to have a solid prevention plan that is tailored for their specific location. “A corporate security plan is a great start, but the plan has to be localized to the specific site,” he explains. William H. Nesbitt, CPP, President of Security Management Service International, wholeheartedly agrees. “Security is very much a situational discipline,” he says. “This means that hotel security programs should be driven by need, and responsive to the ambient threat environment.” In order to establish a baseline, he says a comprehensive threat assessment is a must for every hotel. “This assessment should be conducted by a credentialed security professional who is independent (not tied to a line of security equipment and/or the provision of contract security guard). That is not to imply that security technology and security officers are not a potential part of the solution.” Of course, it’s pointless to have a security plan if your employees do not understand or follow the procedures. “Hotel security is not the responsibility of just the management team,” Amweg says. “Every team member, every housekeeper, maintenance person, front-desk employee, and so on has a role to play in providing a secure environment. You can prevent a lot of bad things from happening when every employee has been trained to have security as part of their job.” Which leads us to…

MISTAKE #2: LACK OF TRAINING When hotel employees do not receive proper security train- ing, threats are overlooked and mistakes are made. These OLLYY/SHUTTERSTOCK.COM oversights could lead to a serious incident and ultimately

TODAYSHOTELIER.COM | AUGUST 2019 | 19 Security slip-ups: Steer clear of these five hotel security mistakes

result in the injury or death of hotel guests or employees. Such a tragedy can forever tarnish a hotel’s reputation, which is why security experts say training is an essential investment for every hotel. “The most significant action a hotel manager can take is to constantly train staff on their responsibilities for checking IDs, being cautious and deliberate when activating key cards, and being aware of suspicious behavior or unsafe conditions within the hotel, such as frequent traffic into a hotel room, propped-open remote doors, and late-night parking-lot activ- ity,” Clark says. He also points out that hotel bartenders and wait staff should be well-trained on safe serving practices. “They need to have a sound plan of action when dealing with an intoxi- cated patron,” he says. “I have observed hotel bar managers over-serve patrons based on the premise that they are over- night guests and will not be driving. Even if that is true, intoxi- cated patrons are a liability for any hotel and are sometimes prone to become aggressive with other patrons.” Additionally, security training should not be treated as a “one and done” situation. For hotels, security education should be seen as an ongoing process, says Mac Segal, Vice President of Business Development and Consulting, EMEA, for international security company AS Solution. “Security is not a wave the magic wand from today to tomor-

row and it’s all in place,” Segal says. “It’s an evolving process of CHAIWATK58/SHUTTERSTOCK.COM education and awareness. Everybody on the property should have security awareness and basic training to notice a suspi- to a room for a specific purpose, in U.S. hotels I’ve never run cious individual or bag. The receptionist should be trained, into a security officer walking around the room floors during the bellboys, and the concierge. We preach this and do this the day or night. And I work with the highest luxury brands for more and more hotels.” and I’ve stayed in low-end hotels at airports.” Of course, most hotel employees have probably heard the He says if security officers spent more time patrolling these phrase, “If you see something, say something.” However, Segal hallways, it would give guests a greater sense of security and points out that without proper training, this is a vacant man- well-being. “I think that would go a long way to show duty tra. “If you see what, tell who?” he poses. Unfortunately, he of care toward your guests, if the security personnel were says, many hoteliers simply aren’t willing to invest in ongoing actually visible – not only on the casino floor or outside the security training. “Security education is super important, but front door,” he says. “Also, it’s a deterrent for anyone on the it’s a harder sell than you might think.” property that’s thinking about room theft or child abduction or some other criminal activity.” MISTAKE #3: NO VISIBLE SECURITY ON THE GUEST FLOORS MISTAKE #4: OVER-RELIANCE ON CAMERAS While plenty of hotels, particularly casino resorts, have many If you think surveillance cameras are the magic bullet to end security officers onsite, Segal points out that these officers are all security threats, think again. “Hotels tend to rely, and rarely on the guest floors. “You never seem to see security on maybe over-rely, on technology to address security issues,” the guest floors. They’re all downstairs on the gaming floor Amweg says. watching the money,” he says. “Their job is to make sure no Segal echoes that sentiment. “No camera has ever stopped one is stealing money from the casino. But if they’re also a gunman,” he says. While more and more hotels are install- there to protect the guests, how come you rarely bump into ing cameras in the lobby, elevators, and even guest corridors them in the elevators or walking around on the guest floor?” (primarily outside of the U.S.), Segal says cameras should not This leaves guests vulnerable to all kinds of security threats, be viewed as a replacement for security personnel. “Guests including theft, abduction, and assault. “Bad buys could just want to feel safe, and there’s an expectation of visible security. walk around the hallways and say it’s housekeeping and try I think the public wants to see it, and I think they feel good to get into rooms,” Segal says. “Unless security has been called if they can see it.”

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MISTAKE #5: ZERO-STAR TREATMENT “Usually, the security team is contracted,” he explains. “So, FROM SECURITY OFFICERS they’re not as experienced as the rest of the hotel employees When it comes to protecting hotel guests and property, an in guest relations.” While guests at high-end hotels receive effective team of security officers is crucial. However, what polite, friendly, five-star service from the receptionist, con- happens when one of these officers is forced to interact with cierge, bellboy, and food-service employees, they are typically a hotel guest? In most cases, Segal says, they fail miserably. not met with the same level of professionalism when they interact with a security officer. “So, when people have to interact with security, they’re thinking, ‘What happened to the five-star service?’” Segal says. “Because very often, those officers have been trained in security by whatever external company has been contracted. They’ve got their guard license, but they haven’t been trained Built on Trust. in guest relations and hotel operations and the guest experi- Navigated Through Experience. ence. I think that’s a major downfall. I seldom see hotel chains 1BWFE
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that invest in training the security team in guest interface.”

BALANCING ACT Security is a tricky issue for all businesses, and hotels are certainly not immune. Yet, considering the current climate, it’s more important than ever for hoteliers to enact a solid security program. Take Your Financing Further. “Once upon a time, security used to make people nervous,” t

4LJMMGVMMZ4USVDUVred Hotel Refinance & Acquisition Loans Segal says. “But that expectation has changed. Now, people t

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4PVrces act. “There’s a seesaw of freedom and security,” he says. CMBS | Debt Funds | Life Insurance Companies | Credit Unions “The more security you have, the less freedom you have, Regional Banks | Foreign Capital | Hedge Funds | Private Equity Funds and the more freedom you have, the less security you have. 312-642-0100 And the fulcrum of that seesaw is threat. The higher the www.magmilecapital.com perceived threat level, the more freedoms we’re willing to Turning Relationships into Closings since 1991. sacrifice in order to feel safe and secure. I don’t think most hotels are getting there yet.” However, if hoteliers steer clear of these common mistakes and invest in plenty of training, it is possible to strike the ideal security balance.■

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DATA AND HOTEL SECURITY: Everything you need to know about protecting your data, your property, and your business by FAITH HALEH ROBINSON PAWPIXEL.COM/SHUTTERSTOCK.COM

24 | AUGUST 2019 | TODAYSHOTELIER.COM 8-MINUTE READING TIME

ATA PROTECTION IS THE PROCESS OF SAFE- Who has access to the data? What kind of protection mecha- guarding important information from any nisms are in place to help lower risks of cyberattacks? kind of loss or fraud, as well as protecting What kind of data is stored? What external and internal individual information during an exchange services are in place or being utilized? Who among your of transactions. It can directly affect custom- staff members has access to this type of information? ers’ trust in your business and, as a conse- What are the compliance requirements for data security? quence, can also affect your reputation and Are you learning about them and actively implementing revenue. For example, Marriott International was a victim them as you learn? of one of the largest data breaches in history. As a result of Answering these questions can help you better understand the breach, customer details were being accessed from as far and evaluate how you are setting up a better defense system back as 2014. As a result, the personal information of about against certain cyberattacks and security breaches. 383 million customers was exposed. It is a priority that hoteliers know how they can better PROPERTY PROTECTION protect their hotel and their guests, especially with all the According to the Bureau of Justice Statistics, more than 50,000 vulnerabilities surrounding important data. violent crimes, combined with property crimes, struck hotels annually between 2004 and 2008. DATA PROTECTION: HOW TO PROTECT YOUR As soon as customers walk into your hotel, hoteliers must HOTEL AND GUESTS ensure that their guests are safe within their property. A vast amount of personal information is shared online. From “Training is critical­. Report anything suspicious, call 911,” sending confirmation emails to recording data from guests, said Alex Kramer, president of Elite Hotel Group, as advice to business owners need to be aware of the risks their hotels hotel owners. could encounter, both internally and externally. Kramer reports from experience that hoteliers and their Different types of data protection are: employees can witness suspicious activity or an act of violence Confidential internal data: Hotel/business-specific infor- at any moment while working. He says that there have been mation, i.e., bank accounts, email accounts, social media countless suspicious stories, quite commonly consisting of accounts, legal information, utilities, etc. “guests” asking staff members to replace lost keys. Without Customer personal data: Guest names/addresses/user asking for any kind of identification or confirming that the accounts, Social Security numbers, flight information, and guest’s name matches with the name on file, the staff mem- room information ber may innocently give a person access to a room that is not Financial data: Credit/debit card numbers, payment account theirs. Although the staff member may be unaware, this is a data (PayPal), guest bank information/accounts safety hazard and can leave room for crimes to occur. If the The PCI (Payment Card Industry) Security Standards Council employee is trained to ask for a guest’s form of identification is designed to protect credit card holders and provide regula- in these instances, it can greatly reduce the consequences of tions to reduce credit card fraud. According to PCI standards, suspicious activity. the best way to maximize the security of a cardholder’s data is to continuously monitor and enforce the use of controls speci- fied within PCI standards. Becoming familiar with compliance standards from major credit cards that are a part of the PCI’s executive committee, such as American Express, Mastercard, Visa/Visa Europe, Discover, and JCB International, also is of major importance. Analyzing how data is stored internally within your busi- ness is the first step to protecting you and your guests. Some questions that may help guide you to better assessing and defending your business are: What kind of information are you obtaining from your guests? For example, what kind of personal information is needed for your business (mailing addresses, emails,

account information, etc.)? Is the information you are tak- TODJA/SHUTTERSTOCK.COM ing from your clients really essential for your hotel? What devices are being used to store guests’ information? Of course, the guest may still say something like, “My ID Are you using the latest technology or services to secure is in my hotel room,” before shrugging their shoulders and this data? expecting to receive a new key immediately.

TODAYSHOTELIER.COM | AUGUST 2019 | 25 Data and hotel security: Everything you need to know about protecting your data, your property, and your business

In this situation, Kramer says, “Train your staff members secured, like paper records would be, in a management to escort guests to their rooms so they can get their wallet or office that can be locked. purse.” This is imperative in order to help prevent successful Secure Wi-Fi and Ethernet ports (or remove them). acts of suspicious activity and violence against guests at your WPA2 enterprise for internal staff Wi-Fi and a captive por- hotel. Staff members need to be highly trained to keep a strict tal for guest Wi-Fi should be two different networks and policy with guests, especially when those guests are asking require different passcodes in order to access each. As far for new room keys or any information pertaining to a specific as Ethernet goes, you can simply remove faceplates with individual’s room number. Always ask for identification when ports or drywall over them. situations like these arise. The more well trained your staff Keep internal devices and systems off of guest Wi-Fi. members are in safety and security, the better protected your Internal devices are things that are connected to your PMS property will be. or any confidential data. This would be your employee Having additional help on your property, such as hiring desktop/laptop computers, any servers, and IoT devices security, also is hugely important. This is not only beneficial like smart locks or CCTV. Guest Wi-Fi should not be used for your guests, but it also can reduce crime and theft rates in for these devices. your establishment. Bringing in a security guard to monitor Be careful of vendors that process data. a hotel parking lot and the hallways inside the hotel can help As an example, if you outsource your marketing to a com- reduce potential risks and also comes with the added bonus of pany, that marketing company is a vendor that processes giving guests peace of mind and assurance during their stay. data because you give them personal information for the purpose of marketing for your hotel. Any company with access to customer, employee, or other personal and finan- cial information could accidentally leak that information or even sell it illegally. Be smart about which vendors you trust with your data. Patch and update devices frequently. A patch is a collection of updates and security fixes for systems and devices. Patches tend to be more specific to security flaws and vulnerabilities. The biggest vulnerabilities are vendor breaches, phishing

FRANK11/SHUTTERSTOCK.COM attacks, not patching, and not encrypting data. A vendor breach is when a vendor (contractor/sub-processor) If hoteliers are faced with tight budgets and are not able to is hacked and your company’s data is compromised. Patching hire more help in the way of security, Kramer recommends is applying the patches addressed above within the appropri- having a good relationship with the local police force. ate timeline. Encryption is the use of coding to protect data “We offer [the local police] free coffee and breakfast around at rest in a database or in transit over a network. If a patch the clock so they can patrol the area and even come inside. is not updated in a timely manner, if a vendor is hacked, or This way, they are around and show their presence. It’s a if the hotel’s data is not correctly encrypted, it can result in relatively inexpensive way of ensuring that you’re getting a leakage of crucial and confidential information. extra protection,” Kramer says. Make sure vendors are contractually liable for breaches, obligated to inform you, and responsible for damages. PROTECT YOURSELF AND YOUR BUSINESS Know who you are hiring and their policies, as well as any Amber Welch, privacy technical lead at Schellman & updates they may undergo that may impact your business. Company, LLC, and cybersecurity expert, offers beneficial Check out Cybrary.com for free security awareness training. tips for hotel owners on how they can keep their business If you would like cybersecurity training, or would like your and guests protected: staff members to have additional training, cybrary.com may Change default hotel passwords on devices and property be a start to develop additional skills. management systems. Be careful of phishing attacks and use two-factor authen- Your PMS, such as AAHOA*PMS by Autoclerk, is the primary tication whenever possible. location where user data will be stored and processed, so Phishing is a type of cyberattack that involves someone protecting it is very important. luring a target through email, texts, or telephone “fishing” Keep computers with administrative access locked away for data and other personal information. from guests. Suggest hired technical professionals attend conferences For example, if you have a machine used for remote admin- and give them a training budget. istrative access to the PMS, it should not be located in the Change guest Wi-Fi passwords quarterly or use a cap- business center or just behind the front desk. It should be tive portal.■

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TODAYSHOTELIER.COM | AUGUST 2019 | 27 ADA

Which of these is not like the others? Service animals, comfort animals, pets, and the ADA by DAY AL-MOHAMED and BRUNA E. PEDRINI

RAVELERS WITH DIS- Disabilities Act (ADA), and what does abilities in the United not. Four key questions help clarify States spend more these situations. than $13.6 billion annually and seek WHAT IS A SERVICE ANIMAL? high-quality hospi- The ADA is very specific. Under the ADA, Ttality experiences. Among these trav- a “service animal” is only a dog (or min- elers, more than 20,000 use service iature horse) that: animals. It is therefore important to 1. Is individually trained. understand what qualifies as a ser- 2. Works or performs tasks for indi- vice animal under the Americans with viduals with physical, sensory,

28 | AUGUST 2019 | TODAYSHOTELIER.COM 3-MINUTE READING TIME

‘Service animal’ is the only relevant “term under the ADA. The ADA does not recognize comfort animals, therapy animals, or companion animals.”

animal whose sole function is to provide out of control, or is growling and showing emotional support, comfort, therapy, or aggressive behavior, then the person with companionship is not a “service animal” a disability may be asked to remove their under the ADA. service animal. The person with the dis- ability must be allowed to stay without the HOW WILL I KNOW? dog or miniature horse. Before excluding First, remember that service animals are a service animal, document the animal’s not pets subject to a pet policy and can behavior immediately and completely. be ANY breed of dog. Second, the ADA Legitimate service animals perform does not require service animals to wear critical tasks for persons with disabili- a vest, ID tag, or specific harness. ties. These animals receive extensive If it is not apparent what the animal training and are well-behaved, clean, does, you may legally ask only two nondisruptive, and under the handler’s questions: control at all times. Staying informed 1. Is the animal a service animal helps to limit fake service animals and required because of a disability? support and welcome your guests with 2. What work or task has the animal service animals. Good information is been trained to perform? good for business!■ You cannot ask about the person’s disability, require medical documenta- Day Al-Mohamed is a multi-skilled tion, identification for the animal, or disability policy executive with more than ask that the animal demonstrate the 15 years of experience working directly work/task. If the person answers with with public and private industries, as well specifics, you must assume the animal as with national-level policymakers. She is a service animal. provides technical assistance and support on a variety of legislative and regulatory WHERE CAN THE SERVICE issues. She currently works for the U.S. ANIMAL GO? Department of Labor to develop innovative Persons with service animals may not be strategies for enhancing workplace limited to “pet-friendly” rooms. Service safety and health. She can be reached at animals go anywhere the handler can [email protected].

SASASTOCK/SHUTTERSTOCK.COM go and should never be left alone. If someone has an allergy or is afraid of Bruna E. Pedrini is of counsel to Fennemore psychiatric, intellectual, or other animals, try to find a compromise, but Craig and practices in the areas of mental disabilities. if someone must relocate, always move accessibility and anti-discrimination law. Service animals help with “visible” the non-disabled individual. Bruna counsels and trains businesses disabilities such as blindness or mobility and government entities to comply with impairments but it also includes animals CAN A SERVICE ANIMAL the ADA, state, and local accessibility that alert when blood glucose levels rise BE REMOVED? requirements, and defends Title III and or someone is about to have a seizure. A service animal must be under the con- Title II lawsuits. She previously served “Service animal” is the only relevant trol of the handler at all times. Typically, as Chief Counsel for Civil Rights for two term under the ADA. The ADA does not the animal will be on a leash or harness, Arizona Attorneys General and as a visiting recognize comfort animals, therapy but control can also mean verbal control. professor at the ASU College of Law. She animals, or companion animals. An If the service animal is not housebroken, is can be reached at [email protected].

TODAYSHOTELIER.COM | AUGUST 2019 | 29 FINANCE

How do I make the right financing decisions in order to achieve financial security? by RUSHI SHAH JESTERPOP/SHUTTERSTOCK.COM

CHIEVING FINANCIAL from unnecessary risk and positions theoretical liability that is not a liability security is a common your portfolio for opportunistic growth. today but could become a real financial goal for most everyone. liability in the future. Even though they The path we take to get THE ONLY THING CERTAIN are not currently a risk, because there there, our tolerance for IS UNCERTAINTY is potential for them to be an issue in risk along the way, We talk to a lot of hotel and other com- the future, contingent liabilities must potential reward in exchange for the risk mercial real estate owners who believe appear on owners’ personal financial we take, and how we determine when they already have secured their finan- statements. we’ve arrived, however, vary widely. cial future, and as a result ignore oppor- Banks and credit committees at every For hotel and commercial real estate tunities to improve their situation or financial institution in the business of owners, financial security is more than myopically focus on saving money today lending money pay close attention to the accumulating wealth. In this indus- at the expense of uncalculated risks number and severity of contingent lia- try, financial security is the financial in the future. Recourse, or the risk on bilities. They know from experience that freedom to do what you want without borrowing debt, is a key concept that in times of market or systemic distress, worrying about future threats, or “hand- is frequently in an owner’s blind spot. what is now theory can quickly morph icapping the downside.” One of the best It also is core to one of the most mis- into reality. Hotel and commercial real ways to achieve financial freedom is priced elements in the calculation of estate owners are particularly scruti- to choose the right financing strategy revenues and expenses – contingent lia- nized, as they tend to have highly cor- that insulates your personal wealth bility. Contingent liability is any real or related and less-diversified portfolio

30 | AUGUST 2019 | TODAYSHOTELIER.COM 6-MINUTE READING TIME

holdings. As a result, when the market minimized risk benefits. On the other able to lock in a long-term loan at a shifts, all asset classes on an owner’s hand, it could be a symptom of higher high loan-to-value and at a relatively balance sheet move in the same direc- costs, as banks must price full-recourse low interest rate without recourse, tion. This creates a viral or contagion loans higher in order to cover extensive compared to a higher-rate conven- effect to the overall financial security regulatory and compliance expenses, tional loan burdened by personal of once-well-heeled property owners. especially for hotel loans. guarantees, more than justifies these perceived risks. ACCURATELY PRICING THE STRUCTURING & SERVICING VALUE OF RECOURSE RISK COMPONENT SETTING EMOTIONS ASIDE Hotel and commercial real estate own- Most lenders sell servicing rights for Hotel and other commercial real estate ers’ ability to make the right financial non-recourse loans to a third-party owners who have worked hard to decision is often skewed by what is servicer as it is typically more cost achieve what they consider financial known as institutional memory, or the effective than managing it in house security often let their emotions cloud tendency to forget about what perils a and servicing is not the highest and their decision-making process. They financial downturn can bring to their best use of their resources. This prac- may rationalize that there is no value personal financial security. An extended tice, along with additional loan struc- in non-recourse debt because they know recovery and expansion in the economy turing the lender may mandate in order how to run their business and are never often contribute to this lack of hindsight to protect its interests, can sour owner going to default. While this spirt and and cause owners to grossly misprice the appetite for non-recourse options and integrity is to be commended, no one value of recourse risk. A more-prudent cause them to overlook the benefits. ever enters into a financial transaction pricing approach looks at recourse risk It is important to understand the why with the explicit or implicit intention from the perspective of two key compo- behind these perceived disadvantages. for it to fail. Smart owners, who want nents. The first is the monetary compo- Lenders must require the additional to achieve true financial security or nent that results from the spread. The layers of protection because they have freedom, are willing to look past their second is the structuring and servicing no other recourse against a borrower pride and focus on what is best for their of the loan. in the event of default. For example, future and their legacy. They understand we recently closed a $13-million deal the benefits of working with an expert MONETARY COMPONENT for a hotel. As part of the transaction, intermediary to evaluate, negotiate, and The monetary component is strictly the owner was able to cash out $7 mil- structure the most strategic financ- calculated in the form of a rate pre- lion, which he used to build two new ing solution that insulates them from mium. According to a study done by hotels in the same parking lot adjacent unnecessary risk and positions them one of the top London-based insurance to his existing hotel. The lender was for ongoing success.■ clearinghouses, recourse insurance or willing to offer a non-recourse loan personal-guarantee insurance should because of our close relationship but Rushi Shah is principal cost 2 percent per year on the interest required additional structuring to pre- and CEO of the commercial rate. Using this benchmark and with all vent the owner from directing business mortgage and real estate else being equal, a non-recourse loan from the collateral hotel to the new investment banking firm should be priced at a 2-percent-higher hotel. Per the loan parameters, if the and AAHOA Club Blue interest rate than its full recourse owner was caught doing so, the owner Member Mag Mile Capital. counterpart. In today’s environment, would be on the hook for any losses As a leader in hospitality financing, Shah however, most non-recourse loans are arising from it. This type of struc- specializes in structuring and placing actually pricing below that of a full per- turing was only an option because high-leverage, non-recourse bridge and sonal-guarantee loan for all asset types it was a non-recourse loan and was permanent debt with cash out for full- and and particularly for hotels. There are the only way in the current market limited-service hotels nationwide. Since two theories behind this discrepancy. landscape for the owner to achieve the joining the firm’s predecessor, Aries On the one hand, it can be attributed to high level of leverage he wanted at a Capital, in 2015, Shah has structured and market demand. Because non-recourse fairly low interest rate. Some owners closed hundreds of millions in financing for loans carry additional structuring and would view this added structuring as all property types. Shah has held previous typically include pre-payment penal- a nuisance and deal-breaker for pursu- positions at Northern Trust and has an ties, owners are not willing to pay a pre- ing non-recourse debt. In the current MBA from the University of Chicago’s Booth mium to take on the debt, despite the market environment, however, being School of Business.

TODAYSHOTELIER.COM | AUGUST 2019 | 31 GUEST EXPERIENCE

How to discourage loitering at your hotel by DON KERMATH JOECLEMSON/SHUTTERSTOCK.COM

EING SAFE AND SECURE even your employee turnover rate, are 1. Uncover how to make your property rank among the top guest impacted by how well you handle loi- unfriendly to loitering. expectations for your tering in and around your hotel. 2. Engage guests, staff, and your neigh- hotel. Guests are shelling A May 2016 Cornell Hospitality Report bors to discourage loitering. out good money so they titled “Hotel Performance Impact of 3. Get actionable information imme- can conduct business or Socially Engaging with Consumers” diately to combat loitering at enjoy time away from home. They reconfirmed an earlier study that your property. don’t want to be harangued by panhan- hotel revenue is directly associated dlers, accosted by muggers, solicited with TripAdvisor ratings. Better ratings MAKE YOUR PROPERTY by drug dealers, or burgled in their equal increased revenues. Receive a UNFRIENDLY TO LOITERING hotel rooms. Downtown Baltimore bad TripAdvisor review and you have Use defensive architecture to discourage La Quinta General Manager Hazelyn an urgent, pervasive, and expensive unwanted loitering. D’Arco claims she has difficulty keep- problem. Don’t wait until you get the 1. Install benches that discourage ing employees because transients disparaging reviews. Act now! sleeping. make them afraid for their safety. What can you do to make your prop- 2. Slope low walls, planters, and win- Your property’s reputation, and yes, erty safe and secure from transients? dow sills.

32 | AUGUST 2019 | TODAYSHOTELIER.COM 5.5-MINUTE READING TIME

3. Make planters taller than 1.25 meters Combat Loitering: Put Cigarette Butts protocols when dealing with transients. (4 feet). in Bin). Educate them on how cleaning Most of the time, a transient’s behav- 4. Install large, irregular-shaped rocks up their tobacco combats loitering. ior is not illegal, it’s just unwelcome to or objects at unintended resting 2. Trash of all kinds is attractive to tran- your guests. locations. sients. Secure dumpsters indoors. If 1. Staff should keep a safe distance, 5. Use prickly vegetation like crown of this is not possible, trash container never make physical contact, and be thorns, cacti, and holly in planting lids should be locked. polite when requesting a person to beds. 3. Giving handouts directly to transients vacate the property. Novotny does 6. Secure the open area often found at encourages more loitering behavior. not want his security staff to take the bottom of stairwells. Make donations of food, clothing, and a risk. “You’re not going to engage money to food banks and homeless them, you’re not going to try to physi- MARK YOUR TERRITORY charities. Staff and guests should cally remove them, and you’re not Define your exterior borders to delin- not offer food, clothing, or money going to touch them,” he says. eate civic and private spaces to discour- directly to transients. Post lobby 2. Allow the person to gather all their age loitering. Hire security to enforce and in-room marketing assets edu- belongings, no matter what condition your borders, if necessary. Use low cating your efforts to combat loiter- the items might be in. walls, material and grade changes, ing and your donation efforts with 3. Make contact information available gateways, planters, lamp poles, and homeless charities. for local homeless and drug addiction unique sidewalk and road paving treat- centers. Contacting the police does ments. Keep your property and sur- GET YOUR NEIGHBORS not have to be your only option. rounding area graffiti and litter free to ONBOARD WITH 4. If the person is noncompliant with communicate vigilance. YOUR EFFORTS your verbal request, you should con- You are not an island and your guests tact the police. KEEP YOUR EYES WIDE OPEN don’t just stay on property. The best If staff and guests can see something, efforts will include all the business and WHAT’S NEXT? they can say something. Remove residential neighbors within your busi- Precisely target your property vulnerabil- line-of-sight barriers and install security ness district. Show them what you are ities from the recommendations in this cameras where not possible to remove doing and encourage them to do the same. article. Reach out to local organizations barriers. This often means installing Often, there are business and neighbor- and consultants who understand your more windows and removing or short- hood organizations already working on particular needs. Implement the strate- ening interior walls. Remove large the issue. Use them as a resource to edu- gies that work best for your hotel. Finally, shrubs that conceal activity and raise cate yourself and your neighbors. get a good night’s rest knowing your loi- tree canopies. The Downtown Partnership of Baltimore tering problem is being addressed.■ “Having good, plentiful, bright exterior is making a difference. According to its lighting is something we definitely look 2018 Annual Report, the group employed Don Kermath is the human resources, at and know the brighter an area, the Downtown Baltimore Guides who had communications and connections expert greater discouragement there is for what 139,596 citizen interactions and a Clean that empowers hospitality leaders to we would call bad activity,” says Adam Team that collected more than 350 tons transform their workforce into productive, Novotny, Area General Manager for of trash to discourage loitering and bad cohesive, team players who stay for the Crowne Plaza and Radisson Downtown actors. At the same time, Downtown long haul and contribute to innovation and Baltimore. Partnership expanded its homeless out- excellence on the job. After meeting with reach program and security patrols. Crime Don and exploring how you are currently ENGAGE GUESTS, STAFF, AND in the same area has dropped 23 percent, trying to improve your organization, you NEIGHBORS due in part to Downtown Partnership’s may discover that his highly customized Do not accidentally encourage loitering. efforts. This is a model any business programs make sense for you (and could 1. Discarded tobacco is attractive to improvement district can follow. really benefit your bottom line). Email transients. Provide sturdy, lockable Don at [email protected] for your cannister-style ashtrays in all smok- BE COMPASSIONATE own How to Discourage Loitering Action ing areas. Use signage to encourage Staff, especially security staff, should Guide, or visit www.DonKermath.com for compliance from smokers (e.g., Help be given compassionate engagement more information.

TODAYSHOTELIER.COM | AUGUST 2019 | 33 SMALL BUSINESS

Fight for a fair wage: The important role of small business owners by ALFREDO ORTIZ

34 | AUGUST 2019 | TODAYSHOTELIER.COM 3-MINUTE READING TIME

OR BUSINESS OWNERS IN many states with a mix of urban and rural the U.S., especially small communities, attempts to implement a ones, a stable and growing one-size-fits-all wage law. Illinois is set to economy is of paramount increase the minimum wage incremen- importance. Not only does tally until reaching $15 an hour in 2024. it make operating a busi- And many in Congress continue to push Fness less challenging, but a secure future for similar legislation at the federal level. better enables a steady and predictable If the minimum wage, compared to the stream of investment. cost of living, is set at a tier too high for But what can small business owners a community, businesses won’t be able do to improve the possibility of a brighter to operate as usual within budget con- economic future? Well, one of the big- straints, forcing owners to either reduce gest threats facing the hotel industry, employees, cut hours, or close down as well as other businesses that heavily operations altogether. Numerous anec- depend on entry-level staff, is a rising dotal examples confirm this to be true. minimum wage. Take for example Native restaurant in A minimum wage, or level of income Santa Monica, CA, that halted operations usually reserved for entry-level workers, because of increasing overhead costs, is an hourly pay floor mandated by local, including a rising minimum wage. Or state, and federal governments. In other Creative Kidstuff, a popular children’s words, businesses are legally barred from toy store in Minnesota that closed all offering a wage beneath that level. six store locations in June, partly due to The minimum wage is different minimum wage increases. depending on what area of the country In fact, because of the negative impact a business operates. While the federal on businesses, as well as consequences government enforces a broad mandated for would-be employees, 74 percent of wage level, many states and localities U.S. economists oppose instituting a raise it within their borders. For exam- far-reaching $15 minimum wage at the ple, the U.S. federal minimum wage federal level.¹ is $7.25 an hour, but the wage floor in Business owners and their employ- Chicago is set at $12 an hour. ees should therefore advocate against Although mismatching and constantly unreasonable minimum wage increases, fluctuating minimum wage levels may something my organization, the Job be confusing and daunting when trying Creators Network, helps facilitate. to operate a business in multiple juris- AAHOA Members can join the fight by dictions, the patchwork of wage floors is first visiting JoinJCN.com and learn more actually a good thing. The cost of living about alternative policies that promote in New York City, for example, is obvi- wage growth without harming busi- ously much higher than a small farming nesses at FightFor50.com. community in Iowa. Therefore, applying Far-reaching minimum wage hikes a minimum wage that makes sense in bridle the very economic engine that both areas is essentially impossible. drives prosperity for businesses, In some ways, having a minimum employees and communities across the wage is a good policy that helps every- country. AAHOA Members should help one. Not only does it protect employ- push back against it.■ ees from receiving predatory pay, but it injects a sense of stability into the Alfredo Ortiz is the President and CEO of larger economy. the Job Creators Network. However, the problem becomes evident 1 https://www.epionline.org/wp-content/uploads/2019/03/ PIO3/SHUTTERSTOCK.COM when the federal government, as well as EPI_Feb2019_MinWageSurvey-FINAL.pdf

TODAYSHOTELIER.COM | AUGUST 2019 | 35 OPERATIONS

Operational resilience prepares hoteliers to win despite market conditions by TODD SABO, PRESIDENT – NORTH AMERICA, RMS HOSPITALITY SOLUTIONS FOXY BURROW/SHUTTERSTOCK.COM FOXY

OSPITALITY’S NEAR is consensus among the industry that a decade of RevPAR downturn is coming. expansion has been In preparation for this downturn, an incredible time I anticipate the transition from on-prem- for lodging brands ise hotel technology to the cloud will not and hotel technol- only continue but accelerate. Adopting Hogy startups to grow, but now is not cloud-based software and systems will the time to sit back and enjoy the ride. make your brands and your people bet- Although no one can predict exactly ter equipped to scale and innovate, the when this growth streak will end, there basis for operational resilience.

36 | AUGUST 2019 | TODAYSHOTELIER.COM 5-MINUTE READING TIME

Operational resilience is key when Modern cloud-based systems can the right type of beverage stocked in the making decisions and necessary adjust- automate crucial processes and pro- mini fridge. Messages to and from guests ments in response to market shifts. It’s vide real-time visibility into your hotel’s within the PMS system can also help your not just being reactive to industry ups operations. The more “set it and forget property provide a seamless experience and downs, but it’s also finding ways it” features your PMS provides, the more from arrival to stay to checkout. to create demand for your properties efficient and resilient your property will through data-driven marketing and be. Have a plan for what to do when INCORPORATE YOUR HOTEL customer service. economic conditions cause a change INTO THE GUEST JOURNEY Hoteliers focusing on operational in demand, and be ready to execute The crucial last mile of operational resilience will be able to take full advan- when the data you track indicate those resilience is to integrate your hotel into tage of our current boom times and find changes have occurred. the guest experience. Your PMS should efficient ways to increase rate, RevPAR, Something to watch out for when make it easy to execute targeted mar- and profitability. More important, they’ll choosing new pieces in your tech stack keting and for guests to interact with be the ones whose properties will still are “hybrid” cloud solutions. With many you directly. make money, increase market share, hybrid systems, an application may be Think about the best way to price and generate breakthrough ideas when sitting on a server in the cloud, but you’ll rooms for your most frequent, loyal a cyclical downturn inevitably hits need a VPN client to tap into it. The soft- guests. A robust guest profile in the PMS our industry. ware is not as flexible or scalable in these should show more than a ZIP code and Integration is fundamental to opera- situations as some vendors would have phone number. It should also have data tional resilience. It’s a term your head you believe. including a person’s household income, of IT constantly uses, but integration how many times they have stayed on matters just as much when looking at INTERNALIZE TEAMWORK property, most recent rate type, and total your staff and the customer journey as Integration among your team mem- revenue per stay. it does when looking at your systems. bers and decision-makers is extremely Based on this information, create important. Cloud applications woven a report that targets markets that fit INTEGRATE HOTEL together in one platform can help your your ideal profile, as well as the mar- TECHNOLOGY staff work better together and collabo- kets producing your most frequent or The most obvious place for integration rate more. highest-spending guests. That’s price- is your hotel’s technology stack. If your At the strategic level, make sure every less data for your revenue managers and property management and revenue single person internalizes their part in sales leaders. management systems, channel man- maximizing profitability. The revenue Cloud-based systems also are more ager, and booking engine are all run in managers and sales and marketing likely to automate marketing campaigns the cloud with software-as-a-service teams bring in the business, and the that trigger emails and text messages at applications, you’re keeping pace with general manager along with operations the moments of highest potential impact. leaders in the industry. and housekeeping staff make sure those Depending on where guests are in the If you can’t seamlessly share data guests come back. life cycle of their stay, the right message across the PMS, CRS, channel man- Communication is what optimizes can engage them at the time of booking, ager, and booking engine, you’re going day-to-day operations. That’s why it’s check-in and checkout, or when they’re to waste valuable time and open your important for hotel technology plat- starting to research their next trip. company up to devastating errors. forms to feature a built-in message By mastering this integration of tech- With an integrated tech stack, all center for staff to bring up issues with nology and people now, hotels will be the data you need for strategic action each other and their managers as well able to seize opportunities in good times is instantly accessible. You reduce the as communicate with guests. and adjust to the challenges of a down- risk of double or dropped bookings and With the right PMS, this instant turn, when necessary, the definition of accounting errors, and increase data two-way communication can begin when operational resilience.■ continuity across your property. An reservations are secured. Messaging all-in-one PMS can show you the heart- among staff members can ensure Todd Sabo is president of the North beat of your hotel, with reporting that that preferences for known guests are American division of RMS – The Hospitality tracks pace, pickup, and how occupancy accounted for when preparing rooms Cloud, a global, cloud-based reservation and revenues compare to last year and before check-in, down to details like and property management software the forecast. the right kind of pillow on the bed and solution provider.

TODAYSHOTELIER.COM | AUGUST 2019 | 37 CITY SPOTLIGHT

Washington D.C. by ASIF LAKHANI

EGINNING IN OCTOBER 2019, WASHINGTON D.C. HOMEOWN- ers are prohibited from listing their secondary residences on online home-sharing platforms such as Airbnb and others (VRBO). Furthermore, property owners who have medical or professional absences are capped to renting out their second- ary units for just 90 days in a calendar year when they are not present. Primary residences are still allowed to be rented out even though online booking services are technically not permitted as part of the new ordinance. In a statement, Airbnb pushed back against the law, saying it would drain $64 million in supplemental income for Washington D.C. hosts. A prelimi- nary financial analysis conducted by the District’s Chief Financial Officer concluded that the new legislation could cost D.C. government $96 million in “transient lodging” revenue and $104 million in total lost expenses.

38 | AUGUST 2019 | TODAYSHOTELIER.COM 5-MINUTE READING TIME

number of 21.9 million domestic visi- museums in the collection include the tors having made a trip to the District National Air & Space Museum, Natural in 2018, according to Destination D.C., History Museum, and the National Postal the District’s tourism and convention Museum, to name a few. There are more bureau. (The latest report was not avail- than 150 million objects on display able at press time.) throughout the Smithsonian Institution, Destination D.C.’s 2017 numbers show according to Destination D.C. Not one the influx of visitors, which totaled to shy away from history, the District 22.8 million people, resulted in $814 mil- also is home to The Phillips Collection in lion in tax revenue for the District, and Dupont Circle, which is the first museum $7.5 billion in total visitor spending that of modern art in the United States. The year. The travel supported more than permanent collection galleries are free; 75,000 in industry jobs as well, according the ones requiring tickets are available to Destination D.C. In all, there are 140 at nominal costs. hotels in Washington D.C. with more However, Washington D.C. isn’t just than 30,000 hotel rooms. An additional free museums. There are a handful of 18 hotels featuring more than 3,000 waterfront communities located in the rooms are in the development pipeline, region, all of which are easily acces- according to the report. sible via water taxi or river cruise. Visitors to Washington D.C. have The National Harbor, Alexandria, and plenty to see and do while there. The Georgetown all are popular destinations District proudly claims to be both the with each having its own unique vibe. “Capital of Free” and “America’s Front Food in the District also is among Yard” with solid reasoning for each. some of the best the country has to Without a doubt, the main attractions offer. There are 16 Michelin star restau- in D.C. are the White House and the rants in Washington D.C., according to National Mall, where the Washington Destination D.C., so fine-dining enthusi- Monument, U.S. Capitol Building, and asts will have no trouble finding a place Lincoln Memorial showcase the past, to eat when in town, though snagging a present, and future of American his- reservation may not be as easy. On the tory. D.C.’s National Mall is the high- other end of the spectrum, D.C. has an est-visited national park in America, incredible number of excellent casual yet according to Destination D.C. A num- affordable dining options that are per- ber of free museums, such as the U.S. fect for families and/or business meet- Botanic Garden and National Gallery ings. President Obama was no stranger of Art, are located at the National Mall to the Washington D.C. food scene him- as well. self, having frequented places such as F11PHOTO/SHUTTERSTOCK.COM Those looking to visit the White House Oyamel Cocina for Taco Tuesday and can schedule a free tour (via one’s mem- Taylor Gourmet sandwiches, according Supporters of the legislation claim ber of Congress) up to three months to “The Feast” on Bravo TV. Chances are the short-term rentals drive up scar- in advance. An alternative option to if it’s good enough for the President, it’s city of long-term housing options and seeing the inside of the building is by good for the rest of us, too. discouraging their usage will help keep planning a trip to White House Visitors As far as tourism and travel go, home and hotel room prices in check. Center, which is free to enter and fea- Washington D.C. is worthy of being on Short-term rentals account for just under tures interactive exhibits, a large-scale everyone’s list. While the short-term a third (~9,000) of total hotel rooms avail- model of the White House itself, rare housing legislation will change the able in the District, according to a D.C. artifacts, and a gift shop. The build- landscape of tourism and travel to and Council committee report. ing is located downtown, just off of the from town, there really is something On the plus side, tourism and travel to White House grounds. for everyone to do, see, and explore in the nation’s capital is at an all-time high. Other free attractions in Washington Washington D.C. After all, isn’t that what As a matter of fact, Washington D.C. D.C. include the 17 museums, galler- a great front yard should be – one that has experienced nine consecutive ies, and National Zoo that make up invites you in and makes you want to years of tourism growth, with a record the Smithsonian Institution. Specific stay a while?■

TODAYSHOTELIER.COM | AUGUST 2019 | 39 AAHOA CLUB BLUE, PLATINUM & SILVER MEMBERS

he following companies provide AAHOA PLATINUM generous ongoing support to MEMBERS AAHOA and its members. Onity, Inc. Mark Lewitt: (800) 248‑6189 A heartfelt and sincere thank

Tyou is extended to every one of our Amana PTAC

vendor partners for their contributions to Byron Cortez: (800) 647-2982 Radisson Hotel Group AAHOA and the industry at large. When Terry Sanders: (800) 336-3301 searching for a provider, consider doing

business with the following members. Best Western Hotels & Resorts Michelle Zajac: (800) 847-2429 Red Roof Inn Phil Hugh: (888) 473‑8861 AAHOA CLUB BLUE MEMBERS Choice Hotels International Tim Shuy: (301) 592‑5000 RLH Corporation Paul Sacco: (509) 777-6468 ADP, Inc. Thomas Bell: (973) 510-0196 Diversey Deniz Alpaslan: (980) 221‑3235 Travel Media Group AutoClerk, Inc. Dana Singer: (407) 673-6123 Mohammed Hansia: (925) 284-1005

G6 Hospitality Franchising, LLC Avendra Mike McGeehan: (972) 360‑9000 Mara Radis: (301) 825‑0311 TV Asia Pradeep Hegde: (732) 650‑1100 x26

Chase GE Appliances Faheem Khan: (800) 727‑1872 Amy Kaiser: (502) 452-3073 Wyndham Hotels & Resorts Kevin Brickner: (973) 753-7158

Dell Guest Supply – A Sysco Company Mobolaji Sokunbi: (800) 624-6145 Justin Haggart: (732) 868-2200 AAHOA SILVER MEMBERS

Ecolab, Inc. Hilton Access Point Financial Michael Pfister: (317) 250-5189 Bill Fortier: (703) 883‑1000 Rhonda Loerzel: (404) 382‑9592

Home Box Office Brian Venable: (404) 239‑6695 Hospitality International, Inc. AccuLock, Inc. Jim Bloodworth: (770) 270‑1180 Dan Brown: (866) 222‑8562

Live Oak Bank Jamie Bourgeois: (910) 375-5925 Hyatt Hotels Corporation Mary Schattenberg: (480) 308‑2935

Alvi Satellites Prashant Ajmera: (678) 466‑7868

Lowe’s ProServices InterContinental Hotels Group Anthony Ruiz: (704) 589-6939 Karen Rogow: (770) 604-5379

Amato Insurance Agency Joe Amato, Jr.: (732) 530-6740 x412 Mag Mile Capital Marriott International Rushi Shah: (312) 640‑7430 Christie Patterson: (301) 380‑3200

American Express United Health Group Merchant Services: (800) 528-5200 Kimberlee VanderVoorn: (800) 328-5979 Northeast Bank Fred Schwartz: (404) 307-4198

American Hotel Register Company Nancy Mikels: (847) 743‑1258 Zonetail Mark Holmes: (416) 583‑3773 x228

40 | AUGUST 2019 | TODAYSHOTELIER.COM

AO Smith Chris Murphy: (800) 447-1953 Hospitality1 OYO Rooms & Technology, LLC Dhar Patel: (714) 473-9813 Marcus Higgins: 91-700-363-7401

Coast to Coast Computer Products, Inc. Kyle Kurtz: (800) 231‑4553 Hospitality Designs P&G Professional Ruben Cohen: (877) 468-3588 Maria Early: (904) 591-8644

CrediVia Trusha Patel: (833) 777-2733 Hotel Brokers, Inc. PMC Commercial Trust Subhash Naik: (661) 808-4998 Kristi Lewis-Hodge: (972) 349-3200

Curve Hospitality Sargent Khan: (713) 819‑7296 INFINITI HR Prem Sales Daniel Mormino: (623) 455-6234​ Deepak Panchmia: (806) 745-6651

Dickson Furniture Manufacturers Paul Mougel: (713) 747-0341 Interline Brands, Inc. Rinnai Alexa Quaritius: (904) 421-1400 Dipesh Parekh: (800) 621‑9419

DIRECTV, Inc. Jeff Fox: (310) 560-0323 Lodging Concepts Shaw Hospitality Jinesh Naran: (714) 694‑5980 Robert Stuckey: (888) 448‑7878

DISH Business Tyler Floyd: (303) 723-1854 Magnuson Hotels/ Showtime Networks, Inc. The Magnuson Hotels Company Doug Markott: (770) 698‑6937

Thomas Magnuson: (509) 747-8713 Ferguson Brian Winterble: (954) 597-3163

Simmons Hospitality Bedding Marcus & Millichap Andrea Hochworter: (770) 353-0122 Foliot Furniture Alexis Hummel: (630) 570-2225 Mahesh Parekh: (702) 278-7380

Hotels Resorts

Margaritaville Sonu Satellite Fresh Air Rick Cunningham: (470) 698-2273 Neil Doshi: (877) 999‑7668 Matt Hanson: (603) 643-7181

Mass Mutual Ana Lucia Divins: (980) 293-8124 Friedrich Air Conditioning Company Spectrum Enterprise Solutions Dave McDonald: (210) 546‑0500 David A. Fitts: (212) 379-5826

Matrix Telecom SurferQuest Ashu Upa: (800) 283-0539 Kathryn Konig: (814) 342-3120

Frontline Performance Group (FPG) Nichole Campbell: (407) 592-2626

Tara Energy Meridian One Ashar Jafri: (713) 890-2222 Yancey Burgess: (703) 461-5200 Gillis Consulting and Training Tammy Gillis: (800) 296-2962 Ten‑X Anthony Falor: (973) 727‑0314 My Place Hotels of America HD Supply Facilities Maintenance Terry Kline: (605) 229-8684 Stratton Michaels: (800) 431-3000

Tyson Food Services Hodges Ward Elliott Nimble Accounting Dennis Bell: (513) 284-0485 Clint W. Hodges: (404) 233-6000 Rahul Kumar: (576) 870-9131

USA Digital, Inc. The Home Depot Pro Aaron Gomez: (909) 200-5445 Susan Wright: (866) 412-6726 x105540

TODAYSHOTELIER.COM | AUGUST 2019 | 41 AAHOA @ INDUSTRY EVENTS

AAHOA

1. The AAHOA Officers hosted our Brand Alliance Meeting at the Choice Hotels International Conference in 1 Las Vegas. 2 2. AAHOA Treasurer Vinay Patel spoke at the Meet the Money® Conference on a panel titled “Winning Strategies for Buying and Selling Hotels.” 3. AAHOA Vice President of 3 Government Affairs Chirag Shah conveyed the importance of building relationships between government and business in the general session, “Your Government & Your Business,” at the Hunter Hotel Conference. 4. AAHOA Florida Regional Director 4 Bharat Patel held a Town Hall in Dania Beach, where members discussed short-term rentals, human trafficking awareness, and predatory ADA lawsuits. 5. AAHOA Southwest Regional Director Imesh Vaidya trained 100 percent of his staff on human trafficking prevention in New Mexico at the Holiday Inn Express and LaQuinta Suites in Clovis, and the Quality Inn & Suites 5 and Holiday Inn Express in Hobbs. You should, too! aahoa.com/HTAT

42 | AUGUST 2019 | TODAYSHOTELIER.COM 6. Vice Chairman Biran Patel and Treasurer Vinay Patel spoke at HD Expo in Las Vegas. Biran spoke on the HD/ISHP Town Hall: Owners’ Roundtable, while Vinay participated on a panel titled Development 101. 7 6 7. North Pacific Regional Director Kamalesh (KP) 8 Patel and the North Pacific Regional Ambassadors hosted the AAHOA North Pacific Regional Conference & Trade Show in San Jose, CA. 8. Gulf Regional Director Nick Zaver and AAHOA Members attended a speech by the president in Louisiana. 9 9. AAHOA Members joined Gov. Brian Kemp at the Proclamation of Asian-American Heritage Month signing ceremony at the Georgia State Capitol. 10. AAHOA was a proud sponsor of the Arizona Lodging & Tourism Association Unity Dinner, which was held in Phoenix. 11. Florida Regional Director Bharat Patel held a Town Hall in Fort Myers, where Florida Restaurant & Lodging Association Southwest Florida Regional 10 Director Lois Croft spoke. 12. South Pacific Regional Director Mike Riverside hosted the AAHOA South Pacific Regional 11 Conference & Trade Show in Anaheim, CA, where he welcomed Mayor Harry Sidhu. 13. AAHOA Chairwoman Jagruti Panwala spoke about the importance of maintaining brand relationships at the 41st NYU International Hospitality Industry 13 Investment Conference in 12 New York.

TODAYSHOTELIER.COM | AUGUST 2019 | 43 BACK OF THE HOUSE 1-MINUTE READING TIME

Schedule a back of the house tour in your district!

AAHOA MEMBERS ACROSS THE U.S. HAVE WELCOMED THEIR REPRESENTATIVES TO THEIR PROPERTIES TO GIVE THEM A glance at the ins and outs of what it takes to run a hotel. As small business owners, hoteliers are key economic drivers in every local economy, and legislators are eager to get to know you, your business, and learn about your needs. A back of the house tour is a great way to build lasting relationships between lawmakers and the small business community in your area. Interested in scheduling a back of the house tour at your hotel? Contact [email protected] for more information!■

Top left photo: Rep. Gus Bilirakis (R-FL-12) Top right photo, far left: Rep. Henry Cuellar (D-TX-28) Bottom photo: Rep. Kenny Marchant (R-TX-24)

44 | AUGUST 2019 | TODAYSHOTELIER.COM CLASSIFIEDS

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TODAYSHOTELIER.COM | AUGUST 2019 | 45

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Ph: 706.226.8888 Fax: 706.226.3488 www.granitecabinetllc.com [email protected]

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Richard M. Saltzman, Esq. LOAN TYPES · CMBS · Bridge/Mezzanine Former Fortune 500 Hotel Attorneys Senior Franchise Executive · EB5 · SBA 7(a), 504 and USDA Liquidated Damage Settlements · Conventional Dispute Resolution ACQUISITION, REFINANCE & Franchise Agreement Negotiations CONSTRUCTION Acquisitions and Sales · Hotel · Multifamily & Healthcare Development · Retail · Apartments · Self Storage GIAMBRONE & SALTZMAN, LLC y2IƓFH%XLOGLQJ ATTORNEYS 862-210-8137 [email protected] www.giambronesaltzman.com barotcapital.com · barotrealestatecapital.com · 423.498.2500

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THANK YOU TO OUR ADVERTISERS for their ongoing support of Today’s Hotelier magazine and AAHOA.

Allbridge...... www.allbridge.com ���������������������������������������������������������������������� 15 Alvi Satellites...... www.alvidirect.com ��������������������������������������������������������������������� 11 Barot Capital, LLC...... www.barotcapital.com ������������������������������������������������������������������� 49 BMC Cabinetry Inc...... www.bmccabinetry.com ����������������������������������������������������������������� 50 Chase Merchant Services...... pages.paymentsolutions.chase.com ���������������������������������������������������������� 4 Decorative Ceiling Tiles, Inc...... www.decorativeceilingtiles.net ����������������������������������������������������������� 49 DISH – EVOLVE...... www.dish.com �������������������������������������������������������������������������� 13 Embassy Carpets...... www.embassycarpets.com ����������������������������������������������������������������� 9 First Choice Luxury Vinyl Plank...... www.firstchoicelvp.com ����������������������������������������������������������������� 47 Giambrone & Saltzman, LLC...... www.giambronesaltzman.com ������������������������������������������������������������ 49 Global Safe Corporation...... www.hotelsafes.com �������������������������������������������������������������������� 47 Goodman Global, Inc...... www.amana-ptac.com ��������������������������������������� Inside Front Cover Granite & Cabinet LLC...... www.granitecabinetllc.com �������������������������������������������������������������� 48 Granite Marble & Etc Inc...... www.Granitemarbleetc.com �������������������������������������������������������������� 48 Hotel Vanities International...... www.hotelvanities.com ������������������������������������������������������������������ 49 Kaba Lodging Systems...... www.dormakaba.us ����������������������������������������������������������������������� 3 Kinsley Carpet Mills...... www.kinsleycarpets.com ����������������������������������������������������������������� 45 Mag Mile Capital...... www.magmilecapital.com ���������������������������������������������������������������� 22 Matrix Telecom...... www.matrixhotelpbx.com ���������������������������������������������������������������� 48 Motel 6...... www.g6hospitality.com ������������������������������������������������������������������ 21 Natural Stone Gallery...... www.naturalstonegallery.net ������������������������������������������������������������� 48 North American Bancard...... www.denvernab.com �������������������������������������������������������������������� 46 Patel & Associates...... www.patellaw.net ����������������������������������������������������������������������� 49 Ponce D. Moody Funding, LLC...... www.pdmfunding.net ������������������������������������������������������������������� 47 Radisson Hotels...... www.radissonhotelgroup.com �������������������������������������������������������������� 7 Tyson Foods, Inc...... www.tysonbreakfast-grab-n-go.com ���������������������������� Inside Back Cover Unique Refinishers...... www.uniquerefinishers.com �������������������������������������������������������������� 49

We treat our customers the way we want to be treated. Specializing in Providing Kitchen Cabinets, Vanities and Stone Countertops to Hospitality Industries. Cell: 737-212-2767 (Shirley Choy) Email: [email protected] Office: 713-380-2921 www.bmccabinetry.com Address: 1450 Brittmoore Rd., Houston, TX 77043

50 | AUGUST 2019 | TODAYSHOTELIER.COM 933022_BMC.indd 1 9/8/18 12:18 AM Celebrating over 40 years of comfort for you and your guests

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1Nielsen Homescan, Total US, 52 weeks ending, 12/29/18, For more information please connect with your local Total US - All Outlets sales representative or visit www.amana-ptac.com ©2019 Tyson Foods, Inc. Trademarks and registered trademarks are owned by Tyson Foods, Inc. or its subsidiaries, or used under license.

Amana is a registered trademark of Maytag Corporation or its related companies and is used under license to Goodman Company, L.P., Houston, TX, USA. All rights reserved.

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