If the valet staff member had activated a panic button at the start of the dispute, a responder (i.e., a security personnel or manager) may have arrived on the scene and deterred or restrained the angry guest from physically punching the valet. In the guest dispute with valet, a heated verbal exchange about valet fees turned into a physical assault. When a person is alone and in a position where they feel threatened, it is critical to be able to call for help and have someone respond in a quick manner. They had experienced about 10 situations that escalated to “crazy, yelling or screaming.” (Source: The Hollywood Reporter) Having a Fast Response Time to Active Alerts (Source: SFGate) Guest was IrateĮven a membership-only bungalows hotel in West Hollywood had unruly guests escorted off their property when they were unable to sit at an occupied table, lied about the situation, and started to mistreat the staff. Some guests are not aware that daily housekeeping is a requested service and housekeepers may encounter incidents where guests verbally assault them and call them names while questioning while their room is not clean. With the impacts of the pandemic, many hotels have ended daily cleaning of rooms (unless requested) and those rooms take more time to clean when guests stay longer. (Source: QueenCityNews) Guest Verbally Assaulted a Housekeeper There was a discussion between the guest and the valet, then suddenly the valet was punched in the face and became unconscious for at least 20 seconds on the ground. The three reported situations below highlight how unacceptable guest behavior is very real, and is a threat to your staff’s safety and well-being: Guest Dispute with ValetĪ guest was picking up his vehicle from valet, and he did not want to pay for the parking fee. Hotel Workplace Incidents May Happen at Your PropertyĮven though some hotel properties have a positive track record with minimal incidents, there is always the risk and difficulty in mitigating situations that can pose a threat to your staff. Guest assaults a driver (airport shuttle, limo, etc.) off-site.Guest “punished their children” so loudly that they scared the staff.A Few Types of Documented Hotel Workplace Incidents with employee safety devices (ESDs) and commit to enhanced policies, trainings and resources that together are aimed at enhancing hotel safety, including preventing and responding to sexual harassment and assault. What is the 5-Star Promise?Ī pledge to provide hotel employees across the U.S. With many hotels brands and groups committed to providing hotel employees with panic button devices (i.e., safety button, safety duress devices) under the American Hotel & Lodging Association’s 5-Star Promise initiative, it’s important to understand that its critical for the device to provide a quick and accurate alert and response to resolve an incident before a bad situation becomes worse. Incidents may range from guests’ altercations between themselves to verbal or physical assault of a staff member – these are very real incidents that unfortunately happen on average of once a year at property 1, and it’s critical to respond to help quickly when and where it’s needed the most. That type of constant access makes it more likely for incidents to happen that may require someone to respond to an employee's call for help. Keeping their business doors open, 24 hours a day, 7 days a week. The hotel industry tends to use a literal interpretation of an open-door policy. For most employees in the workplace, the anticipation of an incident or emergency is not always at the top of their mind during their shift, outside of security personnel.
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