May 17, 2018
Sorry Shouldn’t Mean “Too Bad”
by Shep Hyken , courtesy of Customer Think

The other day a buddy shared an experience he had with a company that sold him mulch for his yard. When the truck arrived, he asked the driver and his co-worker to put the mulch in the backyard. The driver said, “I’m sorry. Dropping the mulch off in the backyard is considered white-glove service. You needed to let us you wanted the mulch in the backyard when you ordered it.” In this case, sorry had a double meaning. Maybe the driver was saying he was sorry to apologize, and at the same time, he was also saying, “Too bad. Pay more money if you want the mulch delivered an extra 50 feet to the back of the house.”

I had a similar “I’m sorry” experience when I went to check out at a hotel. There was a $35 resort charge that I didn’t know about. I was there for three days, so that added up to over $100. I asked the front desk clerk what I got for that $100. She said, “Free internet, access to the workout room and a newspaper.” Hmm… most hotels I stay at don’t charge for any of these amenities. And, she added, almost ashamed, “I’m sorry. They should have informed you about the resort fee when you made your reservation. Once again, the word sorry was more of a “Too bad,” than an apology.


Alternate Lodging Platforms As Another OTA
Hoteliers Must Create Strategy To Maintain Their Hold On Customers
In this era of disruption, we are currently in the throes of the shift away from a traditional, corporate-based model of capitalism to a crowd-based one. We’re seeing this with the rise of cryptocurrencies like Bitcoin and we’re seeing this in the travel industry with global, billion-dollar entities like Airbnb.

While on the one hand you can wait for the policymakers to level the playing field, on the other hand you must inevitably embrace opportunities in this era of disruption by integrating the exceptional qualities of these alternate lodging providers into your core operations. Indeed, rather than fight against this new medium, it’s better to treat it like your relationship with the major online travel agencies.

Indeed, we are already seeing this transpire with, for instance, Accor’s purchase of onefinestay.com in May 2016. Having only recently experienced this luxury short-term rental website for an upcoming family vacation in Tuscany, I can say that there is much hoteliers can learn. Moreover, it prompted me to ask, “What triggers trial of alternate lodging providers?” This also happens to be a great place to start when trying to figure out what you can improve.

Teenaged Summer Staffing
Part 1 of 2
As hotel and restaurant business levels usually increase in the summer, many hospitality employers consider augmenting their staffing by hiring teenagers. There are many advantages to hiring this source of short term employees.
However employers need to keep in mind the additional compliance issues in hiring underage employees and the additional management investment required to train these inexperienced employees. Employers must obtain the correct work permits, pay proper wages and benefits and ensure their safety training.

What are the rules?

There are a number of state and federal laws that regulate the employment of minors, under the age of 18. In particular are the California Labor Code and Education Code and the federal Fair Labor Standards Act . Here are some basic rules to keep in mind:

  • Teenagers under the age of 18 are not allowed to work in some industries or during certain hours of the day.
  • Teenagers under the age of 18 are limited in the total number of hours per day they are allowed to work.
  • Usually employers who hire minors are required to obtain work permits for their under-18 employees. There are also specific types of record-keeping required for minors.
  • Teenagers under the age of 18 must be paid in compliance with California’s minimum wage. There are some circumstances that allow subminimum wage.

California’s child labor laws may not apply to minors under the age of 18 only if they have graduated from high school or have earned a graduation equivalency certificate. However, the federal restrictions on hazardous occupations applies to all minors, regardless of their graduation status. Additional limitations apply to minors under the age of 14.

Work Permits Are Required!

Work permits for minors are usually always required, no matter what the season. In California employers must have obtained two forms before a minor begins working:
  • The employer and the teenaged candidate must fill out the first form, a Statement of Intent to Employ and Request for Work Permit – Form B1.1. The minor must fill out Form B1-1, then the employer and the minor’s parent or guardian must sign it.
  • The next step is to file the completed Form B1-1 with the superintendent of the minor’s school district. If the minor is visiting from out of town or out of state, the superintendent for the school district in which the minor lives must provide the necessary forms.
  • After filing the Form B1-1, he school district will issue the work permit, a Permit to Employ and Work – Form B1-4.
  • Verify that the minor’s planned work schedule agrees with the hours allowed on the permit.
  • Keep an eye on the expiration date of the work permit. A permit expires five days after a new school year begins. A new work permit is required every time an employer hires or rehires a minor.

The CLIA Helpline, free to all CLIA lodging members can answer questions about hiring minors as well as other HR, legal, ADA and operational issues. Just call 916.925.2915.
California Lodging Expo® and Conference
December 3, 2018
Crowne Plaza – Los Angeles – Commerce Casino


“Myths and Mayhem: Reinventing Service in a New Hospitality Climate”

Glenn Haussman , No Vacancy News & Podcast
Keynote Speaker
The premier Lodging Expo in California, FREE to attendees, is now open for registration.

What can attendees expect?

  1. Great education sessions
  2. Fascinating speakers
  3. Drawings for prizes and cash
  4. Industry Luncheon
  5. Wine Tasting
  6. Scholarship and Excellence Award Presentations
  7. Networking, Networking, Networking

Contact: Chris Middleton cmiddleton@clia.org or 925.478.0929
Thank you to our Expo Sponsors!
2018 Fisher Phillips Firm OSHA Webinar Series
Join Fisher Phillips attorney, Ed Foulke, for a complimentary webinar series dedicated to hot topics in workplace safety and employment law.
May 16 | 11:00am
Topic: Active Shooter
September 19 | 11:00am
Topic: OSHA Walking-Working Surfaces & Fall Protection
November 14 | 11:00am
Topic: Developing Safety Managers Into Corporate Leaders

Conn Maciel Carey ’s 2018 Labor & Employment Webinar Series , hosted by the firm's Labor & Employment Practice Group , is designed to give you the practical solutions to ensure you are running your business in a way that does not run afoul of the most important labor and employment laws facing our workforce today.
Click here for the full schedule and program descriptions.
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