July 19, 2018
6 Tips to Increase Your Hotel Department Scores
by Daisy Tran of Revinate

Department scores largely define how the public views your property. Low scores typically coincide with low ratings and fewer bookings. I think we speak for everyone when we say that’s the last thing you want.
So how can you ensure your department scores are as high as possible? We’re sharing a few pointers that will help raise your scores.
1. Embrace technology
Many hoteliers stand behind personalizing the guest experience with face-to-face interaction. Although this is a good practice, it’s also inefficient. One of the best decisions you can make is to invest in the right technology, such as a reputation management solution.
This tool will collect and help you manage guest feedback in one place, making it easier to keep track of what guests say. A good solution will come with an alert system so you can give attention to negative feedback immediately, an easy way to tackle issues before they get worse.
2. Streamline processes
Streamlining makes your staff more efficient, especially housekeeping and hotel maintenance. Replace the need for your staff to constantly check everything to make sure they are up to par with the power of a mobile checklist system. Because your staff would submit updates in real time, these checklists streamline the time it takes to assess room and amenity standards.

CLIA Members Discount for Enhanced Listing in California Visitors Guide
CLIA Members Pay Only $462 for an enhanced listing in the 2019 Official California Visitors Guide

  • Save $703!
  • 500,000 copies distributed
  • Marketing to guests who might not know of your property

Contact Chris Middleton at cmiddleton@clia.org for submission
Meal Breaks: On or Off Duty?
Part 2 of 3
Meal break issues are often the cause of litigation between employee and employer.

Our 3 part series will cover the guidelines for meal break compliance.
An employee who works for more than five hour must be provided an unpaid, off-duty meal of at least 30 minutes.

Employees Should Not Be Discouraged from Taking the Meal Break
Employers should not discourage employees from taking their meal breaks by using indirect methods such as rebuke, derision, enticements or pressure. All of these could be considered violations
If the way that you schedule your employees impedes their taking breaks, this could also be considered by the courts to be the discouragement of meal breaks resulting in a violation. In Brinker Restaurant Corporation v. Superior Court , the court stated: A pattern or practice of allowing employees to work through or otherwise miss their meal breaks exposes you to expensive litigation. The better solution is to explain to employees and supervisors what the law requires and remind them that it is the company's responsibility to ensure the law is followed.

An example of this would be a company that did not have a stated policy that told the employees that they could take a meal break. And even worse if the company did not schedule their employees to facilitate their meal breaks or used pressure to discourage meal breaks.

What are On-Duty Meal Breaks?
In some types of situations, employees may be able to take on-duty meal breaks.
An on-duty meal break must meet all of the following conditions:
  • The work conditions make it impossible from being relieved of all duties
  • The employer and the employee must agree in writing
  • The On-duty meal must be paid, rather than unpaid
  • The employee may revoke the agreement at any time in writing, except under Wage Order 14

On-duty meal breaks that do conform to these rules would not be considered lawful. The employee would be paid one hour of premium pay. Prior to considering on-duty meal breaks, check with legal counsel.

An on-duty meal break that meets all the legal conditions cannot be considered a waiver of the employee's meal break. The employee must be paid for it. Keep this in mind if an employee works a 10-12 hour shift. It is illegal for an employee to waive the second meal break, which is required by law, if they have already waived their first meal break. If an employee takes a lawful on-duty meal break, they may waive their second meal break and they don’t need to be paid the additional hour of pay for a missed meal break.

CLIA Lodging members can call the FREE CLIA Helpline at 916.925.2915 with questions about meal breaks and other HR, legal and ADA issues.
Meet Our New Associate Members
Our newest Associate Members are eager to introduce themselves to you. They offer the best products at the best prices. Contact them today and ask for the CLIA pricing. You won't be disappointed!

Procurement Service Provider
Wine Mansfield
(800) 567-9917 ext. 224

Docyt Accounting
AI Based Automation for Your Back-office
Sid Saxena
(812) 340-4725

Hospitality Benefits
Health Insurance and more
Frederic Malek
(703) 810-3700

Storey Hospitality
Hotel Management and Consulting
Laura Rose
(415) 828-5226

Voice Exchange LLC
Two-way Radios and Communication Systems
Jeff Meade
866-777-2370 x707
MIPP Regulation Went Into Effect July 1
The Hotel Housekeeping Musculoskeletal Injury Prevention regulation went into effect July 1 and requires employers to complete an initial worksite evaluation by October 1 to identify and address housekeeping worker hazards. 

The employer’s housekeeping safety program must include the following:
  • Procedures to identify and evaluate housekeeping hazards through worksite evaluations
  • Procedures to investigate musculoskeletal injuries to housekeepers
  • Methods to correct identified hazards
  • Employee and supervisor training on safe work practices and on the process for early reporting of injuries to the employer
  • Procedures to involve employees and their union representative in worksite evaluations, injury investigations, and evaluation of corrective measures

A musculoskeletal injury is caused by a single traumatic event, such as slip, trip or fall, or by repeated exposure over weeks, months or years to repetitive motion, force, vibration or awkward positions caused by daily tasks such as lifting heavy furniture and equipment, pulling linens and pushing carts.

CLIA Associate members that can assist with your MIPP needs:

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!
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.
We Appreciate Our CLIA Sponsors
Click icon to hear Glenn's latest informative and entertaining podcast!
(916) 925-2915
1017 L Street #527
Sacramento, CA 95814-3805