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Newsletter Archive
Dear Members and Friends of RHA, In late June we held our Annual Conference at the Grand Hotel, Mackinac Island, Michigan. Although we had fewer attendees than in the past, the conference was rated a great success by all who attended. Our sincere thanks go to the Musser family, Norm Mieras, (the Grand's long-term representative to RHA) and all the staff who worked to make this a really memorable affair. Our only regret is that so many of you were not there to enjoy this wonderful hotel, the truly great hospitality, and the informative program. Next year we meet at Callaway in July and our goal is to have twice as many resorts represented. RHA does not "belong" to the staff here in Williamsburg, but to you the members and we want each one of you to get to know us, the other members, and the many service providers. This connection between all interested parties is what has made RHA the strong organization you see today. Help us to not only make it grow numerically, but in the quality of our programs and the value it brings to our members. Jean Senate Passes Terrorism InsuranceBefore leaving Washington for the summer recess, the Senate passed a terrorism insurance bill. The House passed its version of a terrorism insurance bill last November. Both bills now go to a Conference Committee when Congress returns in mid-September. The final resolution of the measure remains unclear. The House and Senate bills differ in several areas. The House bill calls for the government to cover a majority of the losses, but would require the insurance companies to classify these costs as loans and pay back the government. In addition, it places restrictions on the ability of individuals to seek further damages in court. The Senate bill calls for insurance companies to cover the costs of damages up to a certain amount with the federal government stepping in after that point with a repayment requirement. There are no restrictions on the ability of individuals to seek further damages in court. President Bush has indicated his support for a terrorism insurance bill. RHA Proudly Welcomes the Following New Members Congratulations to RHA Members
in the News!
Three RHA members received the 2002 AAA's Five Diamond status: The Breakers, Palm Beach, FL which also received Five Diamonds for L'Escalier Restaurant at The Florentine Room, The Lodge at Sea Island Golf Club, St. Simons Island, GA and The Peninsula New York, New York. Reminder! RHA contracts with R.E.M. to provide third-party claims administration services to those members who participate in the General Liability and Auto Liability programs. Members are billed monthly by R.E.M. for the charges they incur. Unfortunately, some resorts are not paying their invoices on a timely basis and, in a few cases, bills are many months overdue. This situation is creating problems for RHA in their relationship with R.E.M. and I ask that any of you who have outstanding bills to please get them current as soon as possible. If you have any questions, you may contact Donna Glenn at (757) 220-7187 or by e-mail at Donna@resorthotelinsurance.com. Setting Employee Expectations To insure employees meet your expectations, there are certain responsibilities you have as a manager to your staff. Inclusion: To be truly successful, employees need to feel they are part of the organization. Management needs to teach them about the company, its history, philosophy and mission. Knowledge: Management must understand each job and have accurate job descriptions. We must train for the total job, including all administrative, accounting and safety procedures, in addition to the basic skills required of the position. Support: We must be there to answer questions, explain policies and procedures, and to assist employees during difficult times. Direction: We must tell our staff not just what to do, but why they need to do it. Employees need to understand the ultimate goal of their job. Measure Performance: Management must inform our staff what we consider acceptable performance and how we plan to measure their performance. If we do not tell the staff what we expect, we need to expect what we get. Delegate Responsibility: Employees respond positively to a sense of ownership and control. Communication: We need to communicate with employees, using a variety of techniques, on a regular basis. Provided by Robert O'Neil, Director of Resort Services and Human Resources Grand Teton Lodge Company Dates of Future Meetings All members are welcome to attend the Board of Director's meetings. Board of Directors Board of Directors 2003 Annual Conference Board of Directors 2004 Annual Conference Satisfaction Study J.D. Power's recently released 2002 North America Hotel Guest Satisfaction Study contained some interesting news for the lodging industry. It noted that the majority of hotel chains are achieving a greater level of customer satisfaction today than before 9/11. Hotel efforts to retain guests through improved customer service have paid positive dividends. Internet bookings have doubled in almost all customer segments and, to no ones surprise, the guest mix has changed to a greater percentage of leisure than business travelers. Despite the common perception, guests are traveling just as far from home as they did before 9/11. Board of Directors
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Resort Hotel Association
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