How can the hospitality industry avoid fines through training?
The hospitality industry is undergoing a revolutionary phase. The customer legislation is changing all the time and the rules have hardened due to the pandemic.
The hotels have no option but to turn to LMS for training staff on a large scale.
They need hotel staff to be properly trained to ensure that they can cope with changes such as food safety and don’t land the company into any compliance issues.
When a hospitality LMS has been implemented, the hotels can track the progress made by employees in training. Using a cloud-based LMS ensures that the company can keep a record of all the employees who have completed a certain course. Such records can be useful when an audit happens. Hence, e-learning and LMS have to be enforced by hotel owners due to the following reasons:
How to ensure cleanliness at hotels?
The hotels can face violations when they don’t follow protocol. It’s because stay at hotels has to be eased by these organizations. For that, there must be proper signage in the hotel for all kinds of facilities including Food and Beverage areas, administrative areas, etc. They also need to label the bins properly so that the organic and recyclable wastes are discarded properly by the hotel staff. In the past, the hotels have been fined for organic trash thrown into a trash can. An NYC hotel had been fined an exorbitant amount of 750 US dollars for each strawberry top found in the recycled bin instead of the organics (garbage).
The New York government has imposed rules in August 2017 as per which the hotel establishments have to separate recyclable waste (including paper cartons, cardboard, metal, and glass) from garbage(leftover foodstuffs and plastic film and wraps) which can’t be recycled.
As per this, then the staff must ensure that the waste streams of garbage and recyclables are put into differently labeled containers.
Customized experiences for customers:
Moreover, businesses need to provide training to the hospitality staff to ensure that the customers get an unparalleled experience. The customers have to be given privileges such as free Wi-Fi. So the business management needs to have an understanding of customers.
The Millennial generation only takes the likeliness to a brand when they are rewarded for it. For example, many hotels have implemented frequent user programs to ensure that the guests who stay there are rewarded. A hotel loyalty program makes sure guests are given ample benefits when they have chosen them repeatedly for their stay.
So, the guests are given discounts on hotel tariffs. When the repeat customers know that they are eligible for such benefits, they will make bookings directly rather than involving a third-party agent like a travel website, saving you money on commissions.
Any discriminatory behavior of the hotel owner:
If a person is ousted from the restaurant, then he is entitled to receive compensation.
Also, innkeepers may deny residence to any guest whom they don’t consider appropriate, provided the former is not violating any DEI rules. The hotel owners/innkeepers have to be cautious about this rule because when they are sued for such discriminatory behavior, their reputation can go downhill. The laws apply to business establishments of every kind like restaurants too, which can’t deny services based on any of the factors mentioned above.
In Colorado, in 2018, a baker denied his services to a gay couple who wanted a cake for their wedding. However the baker Jack Phillips was saved because he was an orthodox Christian who believed that the union of a gay couple is against his religious faith.
However, since 2020 because of the decision by the Supreme Court, the LGBTQ community also can’t be denied service in any restaurant, hotel, theater, daycare center, gas station, and doctor’s office as per the amendments to Civil Rights Act 1964(Title VII). The hotel owners can’t deny anybody the right to accommodation because of the latter’s skin color, sexuality, national origin, and race as per this Act.
An innkeeper is responsible for any loss of property suffered by his guests unless the former can prove that the losses were caused by a natural accident, and he had no fault. If the inn has defective conditions due to which any loss of property occurs then the hotel owner/innkeeper is responsible for them.
An innkeeper is also responsible for the damage caused to the guest’s goods when they are transferred from his automobile to the inn/hotel. Even when the goods of the guest are transposed back to the automobile for excursions, the innkeeper and his employees are responsible for their safety.
Better customer experience:
E-learning is also important for hotel management to ensure that they get different versions of the website created for customers from different countries. This provides them with personalized experiences.
It is the job of the hotel management to ensure that the guests are having a personalized experience depending on the purpose of their stay. It’s because according to the reason for a vacation, the customers can be offered some free services like couples’ spas. The reason can be inferred from the time someone checks into the hotel. For example, a honeymooning couple can check in the middle of the week.
With a hotel management system, such a property can save data about customers like their birthdays, marriage anniversaries, and user experience which can be accessed at any branch of the hotel. But again the hospitality staff needs the training to use such software.