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SUMMER 2006

The Voice of the Independent Lodging Operator

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Inside This Issue

CLIA HEADQUARTERS REPORT

Volume 60, Number 1

Published for the California Lodging Industry Association P. O. Box 15918 Sacramento, CA 95852-0918 Ph: (916) 925-2915 Fax: (916) 925-0785 E-mail: [email protected], www.clia.org PRESIDENT & CEO Rick Lawrance ­ [email protected] DIRECTOR OF ADMINISTRATION & FINANCE Jacquie Atchison ­ [email protected] MEMBERSHIP MANAGER Steve Morrow ­ [email protected] MEMBERSHIP COORDINATOR Donna Potoski ­ [email protected] OFFICE MANAGER Bridgette Jacques ­ [email protected] HelpLine PROJECT COORDINATOR Mony Sey ­ [email protected] CLIA LOBBYIST Mike Belote, California Advocates PUBLISHER Ed DeMattia, MediaWrites 555 Veterans Blvd., Suite 123 Redwood City, CA 94063 (650) 329-9500 [email protected] EDITOR Karen Dera ­ [email protected] MAKETING Diana Granger ­ [email protected] ADVERTISING SALES Ed DeMattia ­ [email protected] DESIGN/PRODUCTION Jim Neczypor, John Stashik California Lodging magazine is published by MediaWrites biannually (summer and fall) for the California Lodging Industry Association (CLIA). Neither CLIA nor MediaWrites assumes any responsibility for the statements and opinions appearing in articles under each author's name. While this publication is designed to provide accurate and authoritative information on the topics covered, CLIA is not engaged in rendering legal or accounting services. The services of an attorney, accountant or other expert should be sought if further assistance is required.

Take Charge in Avoiding Hotel Fees . . . . . . . . . . . . FEATURES

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Training a Great Housekeeper . . . . . . . . . . . . . . . 14 Four Rules for Better Employee Communication . . . . . . 15 Retention Strategy -- A Fair Day's Work . . . . . . . . . . 15 Defense Against Bedbugs . . . . . . . . . . . . . . . . . 16 Checklist for Quality Guestrooms. . . . . . . . . . . . . . 18 CLIA Member "Housekeeping Strategies" Resources . . . 18 INDUSTRY NEWS Tourism and Avian Flu Update . . . . . . . . . . . . . . . 22 Baby Boomers Most Likely to Book Online. . . . . . . . . 22 Road Warriors Weigh In . . . . . . . . . . . . . . . . . . 23 Are Travelers Taking Advantage of Wi-Fi Technology? . . . 23 DEPARTMENTS News from CLIA Headquarters . . . . . . . . . . . . . . . Membership Committees . . . . . . . . . . . . . . . . . Member Benefits Update. . . . . . . . . . . . . . . . . . 6 8 9

Legal Update. . . . . . . . . . . . . . . . . . . . . . . . 10 Human Resources . . . . . . . . . . . . . . . . . . . . . 13 Safety Update . . . . . . . . . . . . . . . . . . . . . . . 21 Index to Advertisers . . . . . . . . . . . . . . . . . . . . 26

California Lodging · www.clia.org

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CLIA Headquarters Report

Take Charge in Avoiding Hotel Fees

by Rick Lawrance, CLIA President / CEO

Board of Directors­2006

OFFICERS

CHAIR Don Turner Golden Bear Inn, Berkeley VICE CHAIR John Reinacher Historic Santa Maria Inn SECRETARY Laurenne Douglas Pacific Plaza Hotels, Alameda

Industry colleague and Los Angeles Times Travel Writer, Jane Engle, wrote a by-lined article entitled, "Take Charge in Avoiding Hotel Fees," which appeared in the December 18, 2005 L.A. Times Travel Section, and was syndicated around the country. I was quoted in the article, as I explained and defended the growing number of incidental charges and added fees that travelers are facing--and complaining about--at lodging properties throughout the country. But I, too, have concerns about this growing trend. In her article, Jane cites her recent visit to the Palmer House in Chicago, writing: "I chose to forego some conveniences because they carried extra fees or were just too expensive." She continued, "I didn't visit the fitness center, which cost $10 per day. I didn't print out my airline boarding pass because the business center charged $7.50 for 15 minutes of computer use. I passed on a refrigerator in my room to avoid a $30 charge." Other fees that travelers are encountering include mini-bar restocking, roll-away beds, Internet access, valet parking and selfparking, delivery fees for packages, faxes and room service, early check-out, and my favorite ­ the Resort Fee, a catch-all for fitness center access, free local phone calls and perhaps a morning newspaper. I recently encountered a resort fee while staying at a well-known Southern California property that included self-parking, free Internet access, free local phone calls, swimming pool access and a morning newspaper. As it happened, I arrived by shuttle bus, had no lap-top, had my cell phone with me, had no need or time for the

pool on this rainy day, and I stepped over the newspaper as I departed my room at 6:15 a.m. Thus, these Resort Fee `privileges' were of no value to me. What's more, as I reviewed my bill at check-out, I noted that the property had added the local Transient Occupancy Tax to the Resort Fee. TOT on phone calls, pool access and a newspaper?

CHIEF FINANCIAL OFFICER Nipool Patel Comfort Inn & Suites, San Luis Obispo IMMEDIATE PAST CHAIR Terry Westrope Ocean Park Hotels, Inc. San Luis Obispo PRESIDENT & CEO Rick Lawrance

"It's legitimate to charge guests for unique services that they opt to use. But I suggest that fees for services not used or requested is bad business and will become bad for business."

Sadly, I can only foresee a consumer mutiny to the growing list of fees and charges being employed, not unlike the energy surcharge upheaval. A front desk clerk confided that she received frequent complaints from guests about their fees. And a respected California hotelier recently commented to me, "this is why our industry is getting a bad image." I don't mean to suggest that all fees are excessive or unwarranted. As I stated in Engle's L.A. Times article, "It's legitimate to charge guests for unique services that they opt to use." But I do suggest that fees for services not used or requested is bad business and will become bad for business. When the L.A. Times questions "What will they charge you for next? The room key?" then this becomes a subject that begs for more care and scrutiny.

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DIRECTORS

Eric R. Cogdill Randall King Jill Macdonald John Manderfeld Howard Mathews Bhoopendra "Joe" Mowji Bimal Patel J.P. Patel Naz Patel Pravin "Peter" Patel Richard "Rick" Tipton Jane Willett Roy Yared

CLIA

P. O. Box 15918 Sacramento, CA 95852-0918 Ph: (916) 925-2915 Fax: (916) 925-0785 E-mail: [email protected] www.clia.org Serving the owners and operators of the California lodging industry with an entrepreneurial spirit since 1946.

SUMMER 2006

News From CLIA Headquarters

CLIA Successful Regional Forums Hosted Throughout the State

CLIA has been hosting regional lodging industry forums throughout the state, most recently on April 24 at the Best Western Garden Court Inn, Fresno, and May 17 at the Inn By The Lake in South Lake Tahoe. Lodging owner/operators gathered to attend seminars on topics including "Increasing Your Property's Business and Visibility," "Employment Practices," and "Marketing on the Internet." Lunch was served, and attendees heard reports from CLIA leadership about happenings at the State Capitol that may affect those who operate a lodging business in California. Thanks to the following sponsors that helped to make the South Lake Tahoe Forum and Fresno Forum a success: Driver Alliant Insurance, Milestone Internet Marketing, Inc., Miller & Fanwick, LLP, Occuscreen, Smart Hospitality Corp., State Fund, Travel Coupon Guide, Utility Cost Management, Alan Yordy Equipment Co., Liberty Alliance, Lodging Property Brokers, Inc., and Proctor & Gamble. CLIA appreciates the support of Associate Members to provide educational events for our lodging property members.

Door prize winner, Bob Conley, Best Western Station House Inn, South Lake Tahoe, stands with sponsor Dick Lopez, Lodging Property Brokers, Napa. Best Western International properties are also celebrating their 60th Anniversary this year.

California Lodging Expo® and Conference Coming Soon!

Excitement is building for the next AAHOA/CLIA joint venture, the 2006 California Lodging Expo® and Conference, to be held at the Hyatt Regency Santa Clara, October 10-11, 2006. Get your "Passport to Success" by attending as a lodging property owner/operator or exhibiting as an industry vendor or supplier. Booths range from $750 to $1,250 for members and are higher for non-members. Speakers and seminars are still being determined, but an excellent program is being planned. For information, visit www.calodgingexpo.com or e-mail [email protected]

California Lodging Expo® and Conference

"PASSPORT TO SUCCESS" EVENT SCHEDULE

TUESDAY, OCT. 10 8:00 a.m. ­ 1:00 p.m. 9:00 a.m. ­ 4:00 p.m. 1:00 p.m. ­ 5:00 p.m. 6:30 p.m. ­ 10:00 p.m. AAHOA/CLIA Golf Tournament ServSafe Class Educational Sessions CLIA Gala Dinner "Passport to Excellence"

Thank you, sponsors Gil Mercader and Todd Mickey of Procter & Gamble.

WEDNESDAY, OCT. 11 8:00 a.m. ­ 11:30 a.m. 9:30 a.m. ­ 11:00 a.m. 11:30 a.m. ­ 12:30 p.m. 12:30 p.m. ­ 6:00 p.m. 5:00 p.m. ­ 6:00 p.m. 6:30 p.m. ­ 10:00 p.m. Exhibitor Set-up Educational Sessions Opening Ceremonies with Secretary of State Bruce McPherson Exhibits Open No Host Cocktail Reception on the Show Floor AAHOA Dinner Event

Lynn Lundberg, GM, Best Western Golden Key Inn, Auburn, and Don Turner, CLIA Board Chair, are ready to celebrate, as Rick Lawrance, CLIA President and CEO, displays the cake marking the 60th Anniversary for both CLIA and Best Western. ­6­

California Lodging · www.clia.org

Call for Applications...

CLIA $1,000 ACADEMIC SCHOLARSHIP AWARD If you know a deserving student studying for a career in the hospitality industry, they may be eligible to apply for the 2006 CLIA Academic Scholarship of $1,000, which will be awarded at the "Passport to Excellence" Gala Dinner & Awards Ceremony on October 10, 2006 at the Hyatt Regency Santa Clara, as part of the California Lodging Expo® and Conference. Completed applications for the 2006-2007 academic year must be received by September 15, 2006. For details and application, visit www.clia.org and click on Awards & Scholarships, or call the CLIA staff at (916) 925-2915.

UPCOMING EVENTS CALENDAR September 15, 2006 CLIA Academic Scholarship Deadline October 10-11, 2006 California Lodging Expo® & Conference Hyatt Regency Santa Clara October 10, 2006 AAHOA/CLIA Golf Tournament Summitpoint, Milpitas CLIA Gala Dinner & Awards Ceremony Hyatt Regency Santa Clara October 11, 2006 AAHOA California Dinner Event Hyatt Regency Santa Clara

Call for Entries...

7th ANNUAL EXCELLENCE IN LODGING & HOSPITALITY AWARDS Each year CLIA recognizes a member property or property owner, and a staff person of a member property who has made an outstanding contribution to the hospitality industry. You may enter your own property or staff person, or you may enter others whom you believe are deserving of such an award. The awards will be presented at the annual "Passport to Excellence" CLIA Gala Dinner & Awards Ceremony on October 10 at the Hyatt Regency Santa Clara. You'll be receiving entry forms in the mail soon, or call the CLIA staff at (916) 925-2915 for instructions and deadline for entry. You may enter in the following categories: · Community Services Award · Construction and Refurbishment Award · Employment Relations and Staff Development Award · Sales and Marketing Award · Visitor and Guest Services Award · Outstanding Lodging Staff Person Award For details and descriptions of these award categories visit www.clia.org and click on the Awards & Scholarships menu item.

THANK YOU TO 2006 CALIPAC CONTRIBUTORS

Roy Yared -- Comfort Inn Fairfield Henry Myers -- Kon Tiki Inn Michael Quast -- Roman Spa Hot Springs Resort Lynne Bunn & Jeanne Willey -- Dow Villa Motel Michael Hanchett -- Best Western Cavalier Oceanfront Resort Naz Patel -- Econo Lodge Jesse Patague -- Holiday Inn Paso Robles Wendy Stewart -- El Pueblo Inn Marvin Batt -- 20th Century Motor Lodge Mitchell Miller -- Miller & Fanwick, LLP Susan Flatley Wheelwright & Ed Flatley -- Seven Gables Inn Julie Hurst -- Great Highway Inn J.P. Patel -- Best Western Colony Inn Sarah Jane Brender -- Coronet Motel Suzanne Storch -- Rosemary Cottage Gary Gillespie -- Curly Redwood Lodge Jane Smith -- 29 Palms Inn Ed Biaggini III -- Embarcadero Inn Marie Christensen -- Bath Street Inn Deon Henry -- Holiday Inn Express Modesto Ray & Luttrell -- Casa Blanca Inn & Restaurant CLIA stands as a strong, concerned, and active political force. When you contribute to CALIPAC, you help ensure CLIA's involvement in electing knowledgeable candidates. We count on member support; if you would like to contribute, please call the CLIA office at (916) 925-2915.

Lodging industry professionals meet and greet at the South Lake Tahoe Lodging Industry Forum Luncheon. CLIA's lobbyist presented an update on the activities in the State Capitol that could affect lodging business operations.

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SUMMER 2006

Membership Committees

CHAIR & CO-CHAIR CONTACTS

ANNUAL CONFERENCE/ GALA DINNER Mahendra Patel MPI, Inc. [email protected] Laurenne Douglas Pacific Plaza Hotels, Inc. [email protected] ASSOCIATE MEMBER Ed Bear AutoClerk, Inc. [email protected] BED & BREAKFAST INNS Terry Westrope Ocean Park Hotels, Inc. [email protected] CALIPAC Gary Hong [email protected] EDUCATION & SCHOLARSHIP Eric R. Cogdill Lodging Today [email protected] GOVERNMENT AFFAIRS Bob Griffin [email protected] LODGING OPERATIONS Sima Patel Holiday Inn Express Hotel & Suites Oakland Airport [email protected] MARKETING & COMMUNICATIONS Nipool Patel Lamplighter Inn & Suites San Luis Obispo [email protected] MEMBER BENEFITS J.P. Patel Best Western Colony Inn Atascadero [email protected] Sima Patel Holiday Inn Express Hotel & Suites Oakland Airport [email protected] MEMBERSHIP DEVELOPMENT Pravin Patel Holiday Inn Express Hotel & Suites Oakland Airport [email protected] Jane Willett Holiday Inn Express Lodi [email protected]

Discover the benefits of CLIA membership. Call us today!

California Lodging · www.clia.org

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Member Benefits Update

Discounts for Property Listings in the Official California Visitor Guide

As a CLIA member, you'll receive a discount on your listing in the Official 2007 Visitor's Guide and Travel Planner, which is distributed to travelers who request information about California through the California Travel and Tourism Commission (CTTC). If you would like to receive a 2006 Travel Planner, visit www.visitcalifornia.org to order one, or view it online. The guide is divided into the 12 California tourism regions; your property listing would be placed in your specific region for easy access to travelers looking for a place to stay. Watch for information about a special discount opportunity from CLIA in your mail soon, or call (916) 925-2915 for more information.

5 Ways to Maximize Your Membership

1. USE THE CLIA HelpLine (800) 637-4664 Call to get qualified information on questions pertaining to HR and guest relations issues, as well as doing business within California's legal guidelines. 2. VISIT WWW.CLIA.ORG -- CHECK MEMBERS-ONLY SECTION Find updated information on CLIA benefit programs, new laws and regulations, as well as details on upcoming events. It contains answers to many common HelpLine questions and provides resources to help you in your day-to-day operations. 3. READ CLIA PUBLICATIONS

New Endorsed Programs for CLIA Members

CLIA works to provide the best, most economical programs for our members to help reduce operating expenses. We'd like to introduce you to our newest Endorsed Providers: E-chx, INC. E-chx offers a savings of up to 25 percent on payroll processing services for CLIA members. They also provide property and liability coverage, employment practices liability insurance, and more. Compare and save on payroll expenses. For a quick quote to see how E-chx can save you money, visit www.e-chx.com and click on the "Quick Quote" menu item. You may also contact Erik Tonge, (866) 341-3506 or [email protected] DRIVER ALLIANT INSURANCE SERVICES Driver Alliant is a leader in hospitality insurance programs offering a full-range of exclusive products with discounted pricing for CLIA members. Our programs include property liability, employment practices, workers compensation and umbrella insurance. For more information, please contact Steve Aragon at [email protected] or (916) 435-0397. Be sure to mention that you are a CLIA member to receive your discount. You may also contact CLIA Membership Manager Steve Morrow at (916) 925-2915 or [email protected] for more information. Make sure you are getting the most out of your CLIA membership by signing up with all of our Endorsed Providers that offer special discounts and programs. Find details at www.clia.org.

California Lodging magazine and Lobby legislative newsletter and the annual "Resource and Buyers' Guide."

4. PURCHASE SERVICES AND PRODUCTS AT A DISCOUNT · AAA TOURBOOK ADVERTISING MediaWrites

A Possible 6% Savings! STATE FUND--A 20-YEAR PARTNERSHIP WITH CLIA As a CLIA member, you may participate in the CLIA/State Fund group workers' compensation discount program. This member benefit stems from a long-standing partnership between State Compensation Insurance Fund (State Fund) and CLIA. Member participants receive attractive upfront discounts on competitive workers' compensation insurance rates, and may be eligible for yearly dividend payments based on overall safety performance of the group. The 2005 lift of the States Insurance Commissioner's declination requirement means a six percent savings on workers' comp insurance rates for CLIA members who meet State Fund's qualifications. We encourage you to explore this benefit, as it may bring you significant savings. For a quote, please call CLIA member, Kent Woodward, State Fund Group Insurance Consultant at (800) 423-0303 or [email protected]

· CREDIT CARD PROCESSING Chase Paymentech Solutions · COFFEE SERVICES & SUPPLIES Farmer Brothers Coffee · EMPLOYEE BACKGROUND CHECKS Occuscreen · LIABILITY INSURANCE Driver Alliant · OFFICE SUPPLIES Staples · ONLINE RESERVATIONS & BOOKING TravelHERO · PAYROLL PROCESSING E-Chx, Inc. · TELECOMMUNICATIONS USP Communications · WORKERS' COMP State Compensation Insurance Fund 5. USE THE ONLINE VENDOR DIRECTORY Visit www.clia.org when shopping for products and supplies. Vendors in membership with CLIA (Associate Members) are experts when it comes to providing products and services to the lodging industry. Make sure to mention you're a CLIA member to receive any applicable discounts.

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SUMMER 2006

Legal Update

Workers Compensation and ADA Issues:

Costs or Opportunities to Maximize Profitability? The Choice Is Yours!

By Mitch Miller, J.D., M.B.A and Kindon Olsen

Managing lodging properties using "best business practices" will optimize profitability and asset value. Often, the "best business practice" derives from an understanding and management of pertinent legal issues as embodied in contracts and exposure to risks imposed under the law. This is particularly true in the areas of workers' safety and compensation insurance as well as liability coverage for protection and programs to avoid ADA claims. A few key strategies are a helpful beginning to an exhaustive topic. Workers' Compensation Insurance Workers' compensation insurance premiums are determined by the lodging property's history of worker-related injuries and the resulting amount of insurance that the insurer has had to expend for injuries and the legal fees incurred in defending those claims. Management's ever present, sincere and total commitment to worker safety programs will decrease work-related injuries which, in turn, will decrease the insurer's payout for all related claims. Reducing work-related injuries would not only decrease premiums, but also absenteeism, which will have the effect of minimizing overtime and increasing productivity. Inevitably, increased profitability will result. Every additional dollar of net operating income increases the value of your lodging property between seven to twelve dollars. The best way to maximize profitability is to minimize the number of claims and the severity of each claim. In addition to implementing worker safety programs, it is essential to understand the insurance company's contractual obligations under a policy. It's also important to understand the claims adjustment and enforcement process. Know your rights and diligently pursue a collaborative relationship with your insurer (especially the adjustor) to minimize the insurer's payouts. Premiums can also increase from inaccurate worker classifications and claims reporting, both of which determine the experience modification used to calculate the annual premium. Use your broker to audit these. Not all brokers are created

California Lodging · www.clia.org

equal. If your broker is not adding value in this process, find one who will. The savings can be substantial, and can carry forward for up to four years. When a claim results in legal action by an employee, it often includes allegations of serious and willful misconduct by the employer. Serious and willful misconduct is conduct that the employer knows--or ought to know--that is likely to jeopardize the safety of an employee. Failure to maintain a safe work place or to remediate a known hazard, while requiring employees to work there, is the typical situation that prompts such a claim. Workers' compensation insurance does not cover serious and willful misconduct, which, if found, increases the compensation fees recoverable by an injured employee 50 percent. An insurer that provides a legal defense under a "reservation of rights" may seek reimbursement related to the uncovered claim. More typically, however, a settlement is negotiated wherein no liability is admitted and the insurer foregoes reimbursement for the legal fees; but as a consequence, the insurer does consider those expenditures when determining premiums for the ensuing years. Americans with Disabilities Act ("ADA") Claims Avoiding ADA claims is an obvious objective in implementing best business practices and optimizing profitability. These claims are costly. If a claim occurs, invoking contractual protection under one's liability coverage is critical to minimizing the out-of-pocket loss. Lodging property owners must remove barriers that impede access to a disabled individual when doing so is deemed "readily achievable." The ambiguity of the term "readily achievable" has spurred a flood of litigation. Much of the litigation is intended solely to achieve a monetary settlement for the claimant and the attorney. The ADA provides for recovery of attorney's fees, and the California's Unruh Civil Rights Act provides for statutory damages. Since usually some violation can be found, a hotelier's best option is to minimize the expense through a

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quick settlement, or risk incurring his own legal fees and the claimant's lawyers as well, an amount that will only increase. Most general liability insurance policies will provide coverage for discrimination and legal fees stemming from ADA claims, although the coverage is found in provisions that have seemingly nothing to do with ADA issues. This can be a substantial cost savings to the hotelier. To invoke coverage, consult an attorney with knowledge of the issues. The physical remediation of the property will not be covered. The best means of avoiding claims is by complying with the regulations. Using professionals, audit one's hotel to determine violations. This will serve as evidence of a good-faith effort to comply with the ADA. Remediate barriers conclusively deemed "readily achievable," including: · Accessible shelves, tables, chairs, and other furniture · Raised markings on elevator control buttons · Flashing alarm lights · Accessible door hardware · Required bathrooms with grab bars and raised toilet seats, insulated lavatory pipes and faucet lever handles, a full-length bathroom mirror, and repositioned paper towel dispensers · Designated accessible parking spaces · Accessible paper cup dispensers at existing inaccessible water fountains Complying with the ADA is an ongoing duty. The foregoing list is merely a starting point. Know the law. Understand your contracts. Consult with professionals. If you comply, tell the marketplace, so you can generate revenue from your efforts.

Author's note: Special thanks to Lynne Wallace, President of Matsen Insurance, Santa Rosa, California, hospitality insurance specialists, for her technical input and review. Mitch Miller is Managing Partner and Kindon Olsen is a Research Assistant at Miller & Fanwick, LLP a CLIA Associate , Member Company. For more information about the firm, visit www.mflaw.com or contact them at (650) 566-2290.

California Lodging · www.clia.org

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Human Resources

Wage and Hour Laws as Applied to Resident Managers

By Nancy G. Berner and Jeremy T. Naftel

Like all California employers, the hotel industry is required to pay employees in accordance with both federal and state laws. Employees are generally presumed to be hourly employees and, therefore, entitled to overtime and meal and rest breaks, unless one of a few narrow exemptions applies. It's important to gain some insight into how to determine whether or not a resident manager in the hospitality industry is exempt from the protections of California's wage and hour laws, and how to apply lodging credit.1 California assumes that all employees are protected by the state's wage and hour obligations to keep records, pay overtime and minimum wage, and provide required rest and meal breaks. However, there are exemptions from these protections for "white collar" employees, i.e., those who are executive, administrative or professional employees. The state provides an exemption test, under which an employee would be considered exempt under the executive or administrative categories if he or she (1) spends more than 50 percent of the workday, (2) on tasks that are intellectual, managerial or creative, (3) that require the exercise of discretion and independent judgment, and (4) for which the monthly pay is at least twice the minimum wage for one month of full-time work.2 (The professional exemption applies to specific jobs, such as doctor, engineer or lawyer.) Is Your Resident Manager an Exempt Employee? The law takes the view that, unless an employer can show to the contrary, all employees are subject to the wage and hour law protections. Calling an employee a manager and paying a high salary are not sufficient to find that an employee is exempt. Rather, the employee must spend more than 50 percent of his or her work time engaged exclusively in exempt duties to qualify for the exemption. "Exclusively" means that if the employee is performing a nonexempt task and an exempt task concurrently, that time counts as nonexempt

time. For example, if the manager is giving directions to the hotel on the telephone while providing managerial oversight to other employees, this will be considered time spent on nonexempt work. Careful analysis of the duties performed by the employee is critical. Accommodation Credit Requirements If the manager satisfies the requirements to be treated as an exempt employee, the employer receives no particular credit or benefit for providing free or discounted accommodations to the employee. However, if the manager does not satisfy the requirements, a portion of the value of the accommodations can be credited against the employer's minimum wage obligations. Specifically, federal regulations provide that an employer may credit the cost of lodging toward the minimum wage requirement if it is furnished for the benefit of the employee, is accepted voluntarily and without coercion by the employee, and is customarily furnished by other employers in the same industry.

California provides additional guidance to hotel employers providing lodging. First, the lodging provided must be actually received, must be part of the employee's compensation, and the employee must enter into a voluntary written agreement to credit the lodging toward the minimum wage requirement. Second, the lodging must be available to the employee for full-time occupancy, and it must be adequate, decent and sanitary according to the usual and customary standards of the industry. A good rule of thumb would be to provide your resident employee with the same caliber of lodging provided to your guests (although you cannot require employees to share a bed). Determination of whether an employee qualifies as exempt is both critical and complex. Liability for mistakenly classifying a nonexempt employee as exempt can be significant. Employers who wish to treat their resident managers as exempt should consider seeking advice from their employment counsel regarding application of these laws in the hospitality industry.

Finally, the following rates are then creditable toward the employer's minimum wage obligation. Type of Lodging Room occupied alone Room shared Apartment ­ 2/3 of the ordinary rental value, up to Where a couple is employed by an employer ­ 2/3 of the ordinary rental value, up to Rate Credited Toward Minimum Wage $31.75/week $26.20/week $381.20/month

$563.90/month

Nancy G. Berner is an attorney with Carlton, Disante and Freudenberger, San Francisco; [email protected] or (415) 981-3233. Jeremy F. Naftel is a labor attorney with , Carlton, DiSante & Freudenberger LLP and legal counsel for CLIA; [email protected] or (916) 361-0991.

1 Note that neither federal nor state law provides a statutory definition of "resident manager." However, both use and inquiry to the DLSE provide the informal, and common sense, definition that a resident manager is an employee provided with full-time lodging at the hotel or apartment dwelling where he or she works. 2

At the current minimum wage rate of $6.75/hour, the monthly salary requirement is $2,340, or $28,080/year.

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SUMMER 2006

Housekeeping

Training a Great Housekeeper

By Clint Reed and Maria Montes

Housekeeping is usually the biggest cost of labor for a lodging property. When a new housekeeper joins the team, training inflates the cost even more. Managers are tempted to train staff with a sense of urgency. They want to get housekeepers working productively in the guest rooms as soon as possible. However, no matter how quickly you train staff, if they are inefficient housekeepers, or if they are undervalued, the cost to the company is higher than it would have been if training and orientation were done thoroughly from the start. This also applies to job safety; when work safety procedures are not clearly understood and practiced, it can be very costly--and dangerous to your employees. Training starts with the job interview. Make sure you hire the right person for the job from the beginning. When interviewing prospective housekeepers, it is imperative that you hire someone who understands their crucial role in the overall success and reputation of the lodging property. The quality of services they give your guests will ultimately affect your profitability. A prospective housekeeper must understand how their job performance is directly responsible for attracting return guests. The individual who trains a new housekeeper often determines how diligently the new employee works and how quickly he or she realizes the significance of their job. If the trainer does not concider themselfs to be an integral part of the hotel, chances are the new housekeeper will not feel a sense of pride about their job. Who should train a new housekeeper? In the beginning, it is important for new housekeepers to receive training from the executive housekeeper--even if it's only for a half-day. This shows the new housekeeper that everyone in their department is expected to help the team perform at its best. The executive housekeeper must thoroughly explain each task, from how to make a bed to where the pen should be placed on the desk. The executive housekeeper must also make clear the importance of speed, accuracy, and safety. It must be clearly communicated to the new housekeeper that attention to detail is crucial. Any mistake, such as overlooking a hair on a toilet seat, could ultimately cost the hotel hundreds of dollars in revenue--through room adjustments, loss of a returning guest, and the spread of negative comments to potential guests. Following training from the executive housekeeper, each new team member should then be paired with another exceptional housekeeper for the duration of their training. This accomplishes three things. First, it allows the new housekeeper to see what is expected. Second, you can be confident the employee is receiving a great training experience. And third, it allows for immediate feedback on everything the new housekeeper is doing, so adjustments can be made and implemented immediately. The training team should be issued an increasing number of rooms for the next three days. For example, if the experienced

housekeeper typically cleans 16 rooms a day, a training duo might clean 20 rooms on their first day together. This would allow the new housekeeper to work on specific tasks, while giving the experienced housekeeper leeway to give instructions and make sure each room is still cleaned to perfection. On the second day they might be assigned 24 rooms together, and perhaps 26 rooms on the third day. The specific number of assigned rooms may vary; just make sure that the housekeeper is shown how to increase the pace and number of rooms each day. How much work should you assign your newly-trained housekeeper? By now, your new housekeeper is ready to work on his or her own. You may not want to give a new housekeeper the full allotment of rooms to clean on their first day alone. On the other hand, don't give this person too few, as it might instill the habit of cleaning slowly. We usually assign 8-10 rooms, depending on the progress made in training. Additional rooms are added until the new housekeeper is cleaning the same amount of rooms as the others. During the training period, it is a good idea to inspect each cleaned room right away, and offer immediate compliments and constructive criticism, which will enable the individual to feel valued and become more efficient at perfecting their skills.

When interviewing prospective housekeepers, it is imperative that you hire someone who understands their crucial role in the overall success and reputation of the lodging property.

Within 5 to 7 workdays, the initial training period is complete for most housekeepers. They should be as productive as the experienced housekeepers on your staff. Keep in mind that the employee is fairly new to the team, so it is important to supervise the new housekeeper just like everyone else. Once you have a great team in place, if you communicate well it will be easy to retain your proven, confident and experienced staff. Remember, our objective is to train productive, motivated and happy employees who take pride in serving our guests.

Clint Reed is General Manager and Maria Montes is Housekeeping Supervisor for the Holiday Inn Express & Suites in Elk Grove. Donna D. Dotti, Sales Manager of the Hampton Inn & Suites, Elk Grove, also contributed to this article. All are a part of the G-REM Hospitality Division managed by CLIA Board member, Jane Willett. You can reach Clint or Maria at (916) 478-9000 or [email protected]

California Lodging · www.clia.org

­ 14 ­

Housekeeping Strategies

Four Rules for Better Employee Communication

1. Stop the Rumor Mill Every organization has one. If your employees aren't getting the information they need from you, they'll find it somewhere else. With the Internet, employees have access to any public statements made by company officials, the opinions of stock analysts, and, often, "blogs" or other unofficial sources of information. If management promptly shares reliable information, employees won't need to go elsewhere. 2. Listen to Your Employees There's a saying that God gave us two ears and one mouth so that we could listen twice as much as we speak. Managers who remember this are much more effective in their roles. Ask questions before giving your opinions, and you'll learn much more about your employees and their concerns. 3. Be There for Your Employees Employees become frustrated when their questions aren't answered. Don't let e-mail or notes pile up. If you can't immediately answer a question, let the employee know why and give an estimate on when you'll have the answer. Then follow up. 4. Be Consistent Have the same standards for all your employees. Ignoring inadequate performance from some employees leads to poor morale for everyone.

Jed C. Heller is CEO of The Providence Group, LLC, which provides innovative management services to hotels and timeshare resorts. Heller serves on the editorial board of Hotelexecutive.com. He can be reached at [email protected] This article was reprinted with permission from Hotelexecutive.com.

Retention Strategy--A Fair Day's Work

"A fair day's work..." This simple phrase has immense implications. To perform well, our employees need the tools, direction, encouragement, and environment in which to achieve. Why are people leaving? Your human resources office should be doing exit interviews. The information gleaned from these exercises often uncovers problems and reasons with an apparent, easy fix. What do your current employees feel about the organization? Employee surveys surface information about the organization and items that are actionable. Do not survey if you are not prepared to address the issues. Communication. If your workforce is diverse, your communication systems and mechanisms must recognize the audience. Work environment. A quick look at your employee locker room is often indicative of the value you place on the staff. Your employees want and deserve respect, involvement and, particularly, leadership. Training and Development. Lodging operators must provide the necessary tools to perform the current job, the opportunity to improve the skill set, and the ability to move onward in the organization. "For a fair day's pay..." Retention is impacted by reward, and this starts with a meaningful compensation package, both wage/salary and benefits. You get what you pay for! Additionally, there is a requirement for recognizing and rewarding performance excellence.

Source: John Hendrie, Hospitality Performance, www.hospitalityperformance.com.

­ 15 ­

SUMMER 2006

Housekeeping Strategies

Your Housekeeping Staff-- First Line of Defense in Bedbug Liability

By Karen Dera

California lodging operators have been on a bedbug watch in the last several months, while increasing infestation has gathered media attention, liability concerns grow. "There is definitely an increase in bedbug concerns," says Pari Pachamuthu, Ph.D., (aka Dr. Pari), Urban Entomologist and Technical Trainer for Western Exterminator. "The concern is so great that the San Francisco Department of Public Health held its first "Bedbug Symposium" in March 2006; and the bedbug information page for the University of Kentucky Department of Entomology Web site received 254,801 hits in 2005--a substantial increase over the 1,312 hits it got in 1998. "Bedbug bites can cause reactions, from small inflammation to severe allergic symptoms in sensitive people," says Dr. Pari, "but they don't transmit disease." Still, the mention of the word bedbug can make your guests' skin crawl just thinking about them. A guest's biggest horror may be their own sordid thoughts of insects biting them, while they lie sleeping in your guestroom--a mental picture that could send your guest packing. And, if they get bit, their next stop may their attorney. "The main problem with bedbugs is your liability," says Warren Barich, Director of Thermal Development for CENCAL Heat. "Lawyers are waiting in the bushes for someone to get bit--and they are winning cases," he says. "Lodging property managers don't pay much attention to the problem until someone complains about bites." Prevention methods are not available, so your housekeeping staff needs to be at the battlefront to identify the little creatures before your guests do. By the time your guests complain, you've probably already lost room revenue and potential return guests. What's more, the spread of negative word-of-mouth advertising has begun. "If a guest complains, show sympathy and ask them if they saw any bugs and, if possible, move your guests to another room," says Dr. Pari. "Do not move them to rooms

California Lodging · www.clia.org

The thermal heat process is simple. Technicians place a customized insulated cover flush to the guestroom door. With special equipment, outside air is rapidly heated to a lethal temperature and pumped into the room under calculated pressure. The deadly hot air is maintained for four hours, permeating every crack, crevice and seam in the room.

above, below, or adjacent to the room in question. Then, inspect the room to ensure there is no infestation." If there is infestation, he advises, "call professionals to take care of the problem." When it comes to keeping bedbugs in check, both Barich and Dr. Pari agree that your housekeeping staff is your first line of defense. They recommend that your housekeeping staff check for the bugs as they change out the rooms. They should be trained to look closely for the telltale signs on bed baseboards and headboards, in the seams of mattresses, and behind paintings. "We'll show your housekeeping staff what to look for," says Barich. He says to watch for any visible, but miniscule, translucentlike eggs shaped like a grain of rice; and also look for very tiny dots that may be blood stains on the sheets and mattresses. "It's a growing problem. I don't know the exact number, but there is a significant increase in infestation," says Rob Roy McGregor, Commercial Supervisor for Clark Pest Control. "If you've had some training in what to look for, you can see the infestation yourself, but I would recommend a professional who will search carefully in your cabi­ 16 ­

netry, bedding, and every crack and crevice of the guestroom." If your guestroom has bedbugs, McGregor says the room should be taken apart so that all the drawers and edges can be professionally treated. "We treat the cracks and crevices using a product specially formulated for bedbugs--newer pyrethroid-based sprays are user-friendly and most are low odor." He says that bedding and mattresses would need to be professionally steam cleaned or replaced, depending on the severity of the infestation. McGregor says guests can move back into the room in a few hours or when it's dry, but bedbugs have a 21-day reproductive cycle and it's possible that eggs could hatch and come back again. So, schedule a follow-up inspection. "My approach is to do another inspection after the treatment to see if there are still bedbugs," says McGregor." If you're not having any more problems after that time period, you don't have to treat again." "There is no one treatment strategy that will cure the bedbug problem," says Dr. Pari. "You'll need an integrated pest management (IPM) approach. Western would do a thorough inspection to find the breeding or

Photo courtesy of CENCAL Thermal Heat.

infestation sites. We'd first address sanitation issues and suggest non-chemical approaches like disposing infested materials, steam cleaning and vacuuming," he says. "If it is determined that a chemical treatment is warranted, insecticides would be applied using different application techniques like space, void and residual methods." Chemical treatments kill insects. They have minimal impact on humans and their environment when the instructions on the label are followed. For the "environmentally-friendly" way to eradicate bedbugs, there is a patented process gaining more recognition in the market--thermal heat, patented as ThermaPure. "Heat treatment is a good alternative for controlling pests," says Dr. Pari, "With regard to bedbugs, for heat to work it must be applied rapidly, otherwise bedbugs will move to a cooler area in the treatment zone." "We provide a friendlier way to do things," says Barich, who says, to date, he is the only person in the United States with a Master Thermal Remediation Certification from TEMP-AIR. "Thermal heat works when done properly, and we do it every single day!"

"When we set up at a tradeshow with a big sign that says `Bedbugs,' people avoid us," says Barich. "They think they are the only ones who have bedbug problems, and they don't want anyone to know." A thermal heat treatment kills bedbugs, dust mites and all pests--but it also effectively sterilizes the room, oxidizes smoking odors, and eradicates allergens.

"We've learned. Now our sign reads `Indoor Air Quality' and tradeshow attendees don't get so freaked out," says Barich. "We've followed suit with the labels on our equipment, which say nothing about pest eradication."

Karen Dera is the former director of communications for the California Lodging Industry Association and a freelance writer for several trade, professional and business magazines. You can reach her at [email protected]

Bedbug Facts

Bedbugs can survive for a year without feeding. They will resume the feeding once a host returns to that environment. Bedbugs don't like drafts, and lights that burn all night reduce bedbug feeding. Bedbugs are big enough for people to see (3/16" in length). If a person is bitten, they will be fed upon by only a few bedbugs at a time (not all bedbugs feed at the same time).

Prevention methods are not available, so your housekeeping staff needs to be at the battlefront to identify the little creatures before your guests do.

"When you use chemical applications, the room could be down for 3 to14 days. Then, you may have to throw away the mattresses," says Barich. "With the thermal heat process, in just six hours we've killed all pests, completed the treatment, and the room is ready and safe for your guests." "There is very minimal noise," says Barich. "When people walk by the room and ask about what we are doing, we just tell them that we are sterilizing the room," says Barich. "There is no need to even mention bedbugs, which can send people packing." Have bedbugs acquired a stigma that may be bigger than deserved?

­ 17 ­ SUMMER 2006

Housekeeping Strategies

A Checklist for Quality Guestrooms

Guest surveys show that consumers want a clean, quality experience in their guestrooms. It's a good idea to spend the night in your own guestroom, suite, cottage or vacation rental. While there, fully reconsider the comfort of your beds, the functionality of the furniture and, especially, the cleanliness and utility of your bathrooms. Sit upon the sofas and chairs. Experience what your guests experience anew. If you're not satisfied, your guests won't be either. Take a hard, objective look at the following:

CLIA Member "Housekeeping Strategies" Resources

Find out more about how to strengthen your housekeeping strategies from CLIA member vendors and suppliers that specialize in that area of lodging property operations. Find out more about these companies in the Online Vendor Directory at www.clia.org. Click on "Supplier & Vendors" at the top of the page. PEST CONTROL SERVICES

CENCAL Thermal Heat, Scott Birchell, (805) 534-9766 Clark's Pest Control, Jim Bowyer, (800) 421-7829 Western Exterminator, Currie Fite, (714) 517-9000

Is the room absolutely clean and in good repair--with no stains, wear, soil, peeling paper, paint chips, gouges, dents and dings? Does the furniture have rips, frays, burns or spills? Consider the ambiance of the room. Contemplate the lighting, color scheme, door security, window privacy, and soundproofing. Is their ample closet space? Does the television work? Is the remote on hand? Are the informational materials present, updated, and presentable? Be sure to take a sniff as you enter the room. Is the scent welcoming? The wrong aromas wafting about the room, bath, or hallway can make a negative impression. Does the heat and air conditioning work efficiently? Finally, give extra attention to the bathroom--it must be spotless; the tub/shower/Jacuzzi must be in excellent condition; the toilet should be immaculately clean; the sink and vanity area commodious; floors, walls and ceiling sparkling; lighting generous; ventilation sufficient; and bathroom supplies and linen abundant.

CARPET & FLOOR CARE EQUIPMENT

Oreck Vacuum Hospitality Company, Terri Foley, (800) 242-1378

MAINTENANCE SUPPLIES This is a brief checklist but a good start. Your guests see and experience the above inventory when they stay in your rooms. They will make a decision on whether they would stay there again, based on the above checklist. Stay in the room yourself, as you may be surprised by your experience. Self-assessment is not always self-fulfilling!

Proctor & Gamble, Craig C. Monsell, (800) 543-4957 American Tex-Chem Corp., Mahesh Wadher, (909) 980-0688 Pacific Lodging Supply, Ali Shah, (562) 777-8700 Frank & Ron Hotel-Motel Supply, Ron Kalyan, (510) 568-4072

Source: John R. Hendrie, CEO, Hospitality Performance, Inc., www.hospitalityperformance.com.

EMPLOYMENT SCREENING SERVICES

Occuscreen, Jaimee McQuoid, (888) 833-5304 Liberty Alliance, Beth Mirsky, (530) 887-9284

HOUSEKEEPING SAFETY

Matt-Tote, Bill Lauger, (928) 556-1593

RECYCLING

Amandi Services, Inc., Clarence Alford, (909) 909-0688

BEDDING & MATTRESSES

A-1 Textiles, Carol Moran, (818) 890-6744 Sealy Mattress, Leo Vogel, (336) 861-3500 Serta Mattress, Joe Dawson, (800) 628-8777

California Lodging · www.clia.org

­ 18 ­

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SUMMER 2006

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California Lodging · www.clia.org

­ 20 ­

Safety Update

Landscaping Safety

Use Smart Work Practices on the Outdoor Grounds

Landscapers work outdoors to maintain and beautify the scenery. Their work involves tasks that could prove hazardous: electric and gas power tools, ladders, mowers, noise, sun, and weather exposure. It is prudent for landscapers to cultivate safety while they plant and prune the pansies. Landscapers use powered equipment such as trimmers, mowers, and chain saws to trim and prune grass and plants. · Inspect these tools each time you use them to ensure that they are in proper working order. · When using flammable fuels, ensure that the storage containers are approved for flammable liquids. · Practice safe handling by limiting container sizes to 5 gallons, don't transport fuels in multiple passenger vehicles, and never smoke while you are fueling. · Use Ground Fault Circuit Interrupter (GFCI) cords or outlets to minimize the risk of shock from electric equipment. Use caution around pesticides and chemicals · Read the Material Safety Data Sheet (MSDS) and follow the manufacturer's use guidelines. · A chemical-resistant suit and gloves protect your skin and clothing from exposure. Practice good hygiene by hand washing and changing out of contaminated clothing before you leave work. · Wash contaminated clothing separately from the rest of your laundry. · Never eat or drink while working with these chemicals. Dress the part · Wear close-fitting layers of clothing to protect yourself from the weather and also from entanglement in machinery. · Long sleeves, long pants, and light colors protect you from the sun, insects, and plant irritants and allergens. · Sunscreen, a hat, and fluids protect you from sunburn and heat stress. · Wear non-slip, sturdy work boots with reinforced toes to protect your feet and sturdy work gloves to protect your hands. Wear the appropriate personal protective equipment (PPE) for your job task · Safety glasses should be used to protect your eyes from flying debris; wear goggles when working with chemicals. · Hearing protection like earplugs and/or earmuffs protects your hearing around loud equipment. · A respirator or dust mask protects your respiratory system from irritating chemical fumes and dust. · Gauntlets and chaps can protect the arms and legs when working with thorny vegetation or chain saws. Use safe work techniques · Practice ladder safety when you have to work at heights. · Always inspect your ladder before use and properly position it to easily and comfortably complete the job task without reaching or twisting. · Remain aware of electrical lines that may be near your work zone. · Maintain neutral postures while you work. · To prevent ergonomic injuries, avoid extreme reaches and awkward movements. · Learn and practice safe lifting techniques to avoid a back strain or injury. · Use ergonomic tools and lifting/moving devices whenever possible. Follow these guidelines and watch your safety bloom.

Reprinted by permission: State Compensation Insurance Fund "Tailgate Topics."

­ 21 ­

SUMMER 2006

Industry News

TOURISM AND AVIAN FLU UPDATE A AAA survey of 1,029 travelers conducted last month showed that 24 percent of respondents said they would cut back on U.S. vacation plans if a human case of avian flu were reported in their state. But when stacked against rising gas prices and terrorism, avian flu still takes a back seat: 35 percent could consider taking fewer vacations over the next year, if there were another terrorist attack in the USA, while 43 percent would do so if gas prices rose by 50 cents. As of May 2006: · The Avian Flu is a disease essentially impacting fowl. · There are rare cases where the disease has passed to animals or humans. · No efficient human-to-human transmission strain has developed. · Public education reduces the risk of avian-to-human transmission. · There is no present threat to tourists and there is no case for restricting travel. If traveling to flu-infected localities, the best advice is to avoid contact with live birds of any variety. Geoffrey Lipman, Avian Flu Special Advisor to the United Nations World Tourism Organization's Secretary General, told attendees of the recent Tourism Summit in Washington, D.C., "The uncertainty of mutation of avian flu to a human pandemic means measured contingency preparation without overreaction, across the international community and with a focus at the national level. The tourism sector is an important stakeholder in the total global preparedness effort." Every lodging property owner should be informed and prepared for a possible avian flu pandemic. For the most accurate and timely information, visit www.pandemicflu.gov where you'll find links to state and local information and a list of actions and responsibilities that business, families, and individuals need to take prepare for a pandemic and help prevent the spread of the disease. Stay connected. Listen to local and national radio, watch news reports on television, read your newspaper and Web-based news sources.

BABY BOOMERS MOST LIKELY TO BOOK ONLINE AFTER RESEARCHING HOTELS Compete, Inc. recently announced findings from a new travel study, "Online Travel Comes of Age." The study's findings reveal that consumer's travel planning preferences vary dramatically across generations, providing savvy marketers the opportunity to create distinct strategies for targeting specific generational segments. Compete's research revealed that Baby Boomers (aged 45 to 64) are a travel distributor's best bet to capture a booking. Over 10 percent of the 17 million Baby Boomers who research travel online each month will also book online, considerably more than young travelers who tend to window-shop, and seniors who may be uncomfortable purchasing over the Web. For details and more travel findings, research the study at www.compete.com.

California Lodging · www.clia.org

­ 22 ­

LIFE ON THE ROAD: THE WARRIORS WEIGH IN Although it may sound glamorous to many desk-bound associates back at the office, another business trip isn't the perk it's thought to be. In fact, with increasinglycrowded aircraft, airport security screenings, flight delays, vended late-night dinners and unpredictable Internet connectivity, life on the road appears filled with more stresses and strains than perks according to the results of our 2006 National Business Travel Monitor.TM Sleep deprivation, increased stress and loneliness are just some of the accompaniments, which is probably why just over three out of ten business travelers now agree with the following statement: "I am actively seeking ways to use new technology in order to reduce my need to travel for business in the future." Thank goodness the hotel industry has finally discovered the irresistible appeal of a comfortable bed... and the revitalizing effect of a good night's sleep. And no wonder the next "in" amenity at urban hotels will probably be a spa.

of contact for a while whilst in the air. Even on the ground, 30 percent of U.S. travelers and 32 percent of their counterparts in the U.K. said that they have no need to use Wi-Fi hot spots.

CLIA Lodging Industry Forums Education and Networking Luncheons

Coming to Southern California Monday, July 24--Culver City Tuesday, July 25--Pomona Wednesday, July 26--Irvine Visit www.clia.org

Source: Hotel Interactive ­ www.hotelinteractive.com.

Source: Yesawich, Pepperdine, Brown & Russell -- www.ypbr.com.

ARE TRAVELERS TAKING ADVANTAGE OF WI-FI TECHNOLOGY? Hotels are the leading Wi-Fi hot spot locations, with more than 60,000 places around the world. In recent years, however, wireless data access has also become available on air, rail and sea transport for commuters and business travelers. A Gartner Inc. survey of more than 2,000 business travelers in the U.S. and the U.K. revealed that despite the growing availability of Wi-Fi hot spots, only 25 percent of U.S. and 17 percent of U.K. business travelers are taking advantage of the technology. Airline passengers consider in-flight access to the Internet and e-mail less of a priority than comforts such as more personal space, bigger baggage allowance and better entertainment. Additionally, 78 percent of U.S. travelers and 75 percent of U.K. travelers said that they would welcome the chance to be out

­ 23 ­

SUMMER 2006

Another Reason for Your Guests to Smile

Your guests probably have smiles on their faces at check-in. With a rapid and accurate check-out, you'll ensure they leave the same way. Chase Paymentech's scale, personalized service and innovative technology provides lodging providers of all sizes with a fully optimized total cost of payment acceptance. Only Chase Paymentech provides transparent and simple-to-understand payment processing solutions that adapt to your evolving requirements. For more information and a free total cost of acceptance analysis, contact Jaime Gomez at 415.362.9385 ext. 7806 or by email at [email protected]

ASAD-001 0606 ©2006, Chase Paymentech Solutions, LLC. All rights reserved.

Looking Back

The "Looking Back" column highlights CLIA's 60-year history as an organization through news excerpts from archived newsletters dating back to the 1940s. Many issues and concerns are similar, some very different, and the language always interesting -- often without the "political correctness" that we must consider today. In 1950, CLIA was named the Motor Hotel Association of California. Take a look at the following news items excerpted from the Association's December 18, 1950 News Bulletin, calling for citizen responsibility and membership recruitment in a time of war. Back then, the Korean War (1950-1953) was beginning, just five years after the victory of World War II. ALL OUT WAR OR FULL MOBILIZATION IS JUST AROUND THE CORNER Maybe even before you receive this bulletin, the newspaper will be full of it. Your executive secretary just returned from Washington and from observations made and information received, the future does not look too good. Business! Yes, business will be good for all motels in California, but at what price?--war and all its restrictions. With the increased business, you will also be expected to shoulder the added responsibilities of citizenship. Members in your Association and the Association's activities will prove to be the industry's salvation. To win wars it takes large armies that stick and pull together. So it is with the motel industry. We must unite and work as one in order to protect ourselves as individuals. You can't hope to survive without organization. The Pacific Coast will be occupied by almost a million servicemen during the year 1951. California will be one of the main defense and training areas. Think of the families and other people this will bring to California. Your job will be to take care of them until they can find adequate housing. By doing this, and doing it right, you, too, will be contributing to the all out war effort.

ASSOCIATION PRESIDENT LARRY HARRIS PINCH HITS FOR PRESIDENT OF BEST WESTERN ASS'N AT RECENT ANNUAL MEETING AT LAS VEGAS Larry reports the convention was well attended. Promised to contact all Best Western members in California and urge them join M.H.A. of C. [Motor Hotel Association of California]. Larry now has a new membership record hard to beat. If he does this, he will go way out in front. What are you as an individual Association member doing about getting a new member? CLIA Editor's Note: Best Western and CLIA are both celebrating their 60-year anniversary this year. The above, written in 1950, shows the strong relationship CLIA has had with Best Western from the beginning. Join us at the regional lodging industry forums across the state (see www.clia.org) as we cut cake and celebrate both anniversaries--of lodging industry excellence.

Universal Lodging Industry Services (ULIS) is a wholly-owned subsidiary of the California Lodging Industry Association (CLIA). Any group dividend or bonus earned by the group program for the policy year 2006 shall be distributed at the discretion of the Board of Directors of ULIS. The Board of Directors retains the right to forfeit or reduce dividend and bonus payment for management and administrative fees.

­ 25 ­

SUMMER 2006

Index to Advertisers

A-1 Textiles www.A1Textiles.com . . . . . . . . . . . . . . . . . Page 21 AutoClerk, Inc. www.autoclerk.com . . . . . . . . . . . . . . . . . . . 12 Automated Laundry Systems, Inc. www.automated-laundry.com . . . . 12 Catalina Lamp & Shade . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Chase Paymentech Solutions www.chasepaymentech.com . . . . . . . 24 Commercial Seating Specialists, Inc. www.comseat.com . . . . . . . . 20 Driver Alliant Insurance www.driveralliant.com . . . . . . . . . . . . . 27 Electronic Exchange Systems, West www.exswest.com . . . . . . . . . 25 Fire2wire www.fire2wire.com . . . . . . . . . . . . . . . . . . . . . . 27 Frank & Ron Hotel-Motel Supply, Inc. www.motelsupplies.com . . . . . 28 Huff Construction Company, Inc. www.huffcon.com . . . . . . . . . . . 17 ICE-O-Matic www.iceomatic.com . . . . . . . . . . . . . . . . . . . . 2 L.A. Steelcraft Products, Inc. www.lasteelcraft.com . . . . . . . . Page 12 MediaWrites www.mediawrites.com . . . . . . . . . . . . . . . . . . 8

Miller & Fanwick, LLP www.mflaw.com . . . . . . . . . . . . . . . . . 23 National Hotel & Motel Brokers www.nhmb.com . . . . . . . . . . . . 11 Pacific Lodging Supply www.pactex.com . . . . . . . . . . . . . . . . 26 Pacific Plaza Hotels www.pacificplazahotels.com . . . . . . . . . . . . 18 Premier Graphics www.tourbookads.com . . . . . . . . . . . . . . . . 20 PWS Commercial Laundry Systems www.pwslaundry.com . . . . . . . 22 Sacramento Commercial Bank www.scbusa.com . . . . . . . . . . . . 20 Scotsman of Los Angeles www.scotsman-ice.com . . . . . . . . . . . 20 Sunset Magazine/California Travel & Tourism Publications . . . . . . . . 15 USA Parking System, Inc. www.usapark.com . . . . . . . . . . . . . . 3

Kabba Lodging Systems www.kabalodging.com . . . . . . . . . . . . 19

Western Exterminator Company www.west-ext.com . . . . . . . . . . 19

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California Lodging · www.clia.org

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­ 27 ­

SUMMER 2006

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