A well-organized team can accomplish much more than several employees working alone or in an uncoordinated group, according to hospitality management consultant Lewis C. Forrest, Jr., author of Training in the Hospitality Industry. "When staff members function as a team, they usually need less training. Employees working together as a team normally attain goals and meet performance standards more successfully than those working independently."

Teams come in many shapes and sizes. A team could be as large as your entire staff or as small as a two-person housekeeping team. Departmental teams may be formed to find better ways to perform duties. Cross-functional teams bring together employees from several departments to solve problems that cross departmental lines or to provide a level of service not possible without input from many sources.

For example, the three-person CARE (Clean and Repair Everything) team at the Ritz-Carlton in Palm Springs combines the skills of a cleaner, an engineer, and a painter to ensure that every room at the property is perfect. At the Sheraton Washington, a welcoming team — consisting of a trainer, concierge, the hotel’s tour coordinator, and a guest service associate — is a vital part of new employee orientation.

Team members usually feel responsible for the success of the team and are willing to take action and accept greater responsibilities to achieve the team’s goals. Each individual on the team is motivated to do well; no one wants to let the team down. Even if employees are not members of a formal team, a culture of teamwork makes a visible difference to guests. Employees who feel they are part of a team are less likely to say, "That’s not my job," or to tell a guest, "I don’t know who takes care of that."

Managers can use a few simple strategies to build high-energy, productive teams.

Establish a direction. After bringing team members together, provide a clear idea of the team’s purpose and how it relates to your property’s goals. Let members know why each individual was chosen and how their strengths and expertise will benefit the team.

Encourage the team. Teamwork improves when employees help make decisions that affect them and share in the responsibility for the team’s direction. Ask team members for input and ideas about possible goals and how those goals could be achieved. In order for teams to succeed, managers must communicate their belief that employees are responsible people who will work together toward con-structive goals if given the opportunity.

Recognize progress. Let employees know when goals have been met, and compliment them for their contributions to the team’s efforts. Share successes with your staff, perhaps through a "Teamwork in Action" article in your property’s newsletter or by posting a notice on employee bulletin boards. Let all individuals share in the success of the team.

Continue the momentum. Re-focus teams on new goals, or, if the team disbands, reassign members to new teams where their skills can be put to good use in meeting new goals.

This article was written by Elizabeth Johnson, Public Relations Manager, for AH&LEF.

ELECTION OUTCOME AND MEMBERSHIP CHALLENGE

In Arkansas, despite several Republican challengers, the Democrats still hold 70 of the 100 seats in the House and 27 of the 35 seats in the Senate. Now that the Republicans claimed majority in the U.S. House and Senate, the Democrats want to regain strength and are moving to the left with the election of Nancy Pelosi as House Minority Leader. In Pelosi, they see a leader who can articulate the differences with the Republicans and who will fight for traditional Democratic values. For the Republican party, being in charge of all three levels of legislative power will be risky. They will be accountable for the success or failure of all issues. Voters will not likely remember that Republicans have only 51 Senate votes (possibly 52 depending on the Louisiana Senate runoff) and that it takes 60 votes to overcome Senate filibusters. Democrats can be expected to block Republican bills early and often in the Senate. For Republicans to overcome these roadblocks, they will need the votes of as many as nine Senate Democrats — a tall order on any controversial legislation. In addition, Senate liberals such as Senator Ted Kennedy (D-MA) can be expected to offer amendments on minimum wage, health care, pensions, and other issues. He will force Republicans to address his issues, and with Senate rules, it will be difficult for the Republicans to avoid him.

Where does this leave the restaurant and lodging legislative agenda? Not too much different from the previous Congress. Republicans will control the committees (including committee hearings) in the Senate, which does allow them to set the agenda. We can expect a more positive reaction to Association Health Plans (AHPs), ergonomics, and tax issues (Tip Tax Fairness Act, business meal deduction, Work Opportunity Tax Credit, depreciation, permanent estate tax repeal). We will be essentially the same on immigration reform and legal reform. In the Senate, issues such as the Patient’s Bill of Rights and minimum wage will be controversial.

If you want to strengthen our industry in state and national politics, then recommend membership in AHA to your friends and associates in the industry. More members mean a stronger voice as AHA continues to fight and shape legislation that benefits our industry. Recruit one new member. You understand the value of your AHA membership. Share your knowledge with your friends in the industry. Key points of benefits to them include:

Representation and promotion of our industry to elected officials at our State Capitol. We protect your interests!

Answers to questions and daily challenges in your businesses. We are ready to assist our members.

Industry education and recognition programs designed to provide members with skills and elevate the opinion and status of our industry (we’re number three in Arkansas!).
Access to timely information through our newsletter, magazine, legislative alerts and communications program.

Great networking opportunities and a chance to stay in touch with your industry.

We really do consider it an honor and a privilege to serve this industry. Whether it’s effecting positive change at the legislature, protecting our industry from onerous regulations or laws, answering questions or providing education, we stand committed to do a great job. Thanks to you for your support. The entire staff at AHA joins me in wishing you "Happy holidays and a great new year." Here’s to 2003!

RESEARCH PUBLICATIONS AVAILABLE
The American Hotel & Lodging Association’s Educational Foundation
(AH&LEF) recently published the following materials:

2002 Hospitality Compensation and Benefits Survey — this study surveyed more than 43,000 hotels, which includes data from 1,865 properties and serves as an analytical tool to aid human resource staffs in making fair and equitable compensation decisions for hospitality employees while controlling costs. This report is part of AHA’s Resource Library. Call Janelle Powell at (501) 376-2323 if you want to see it.

A Fundamental Guide to Hotel Systems; Hotel Technology Infrastructure Primer; and E-Business — Frequently Asked Questions — This part of the Hotel Technology 101 series. The primers are available to print, free of charge, through the AH&LA Members Only Section of the website — www.ahla.com.

Visiting Friends and Relatives Travelers Conversion Project — This project was commissioned to find how the industry can do a better job of getting visitors who stay with family to choose lodging properties. Complimentary copies can be printed from the AH&LEF website — www.ahlef.org, under the research section.

LEGAL Q & A…

Q. Is it legal for relatives of a restaurant owner to volunteer or help out (without pay) with their family member’s restaurant while they are in the United States on a visitor’s visa?

A. The U.S. Department of Labor generally disregards alien status in determining if a person is an employee for purposes of minimum-wage obligation. Also, as to relatives, this generally has no impact unless the relative is a member of the owner’s immediate
family (spouse or child).

(Legal Q & A for Restaurant Owners,Winter 2002 — National Restaurant Association.)

ENDORSED SERVICES

Employment Practices
Liability Insurance
Designed exclusively for the hospitality industry and helps protect businesses from employment practices lawsuits.

Workers’ Compensation Insurance
Focuses on restaurants and lodging members. Features low premiums, focused loss prevention, aggressive management of claims, and a direct return of excess premiums.

Credit Card Processing
AHA members get lower rates for processing bankcards and access to a worldwide provider of electronic commerce products and services that cost-effectively manage and speed the processing of funds.

Payroll/Tax Pay
Receive discounts on payroll preparation, payroll taxes, and filing of quarterly and annual returns.

Package Delivery
Receive $1.25 off each UPS Next Day Air Letter, 10% discount off UPS Next Day Air Paks and UPS Next Day Air Packages and a 20% discount of UPS Worldwide Express Letters and Packages.

Check Guarantee Service
Provider offers a check guarantee service that allows businesses to increase sales and profits.

Tax Credits & Incentives
Many businesses that have hired within certain targeted groups are eligible for tax credits. TaxBreak can help members retrieve significant savings.

Retirement, Financial and Estate Planning Services
Offers low-cost, high-quality financial services. Members have access to retirement, financial and estate planning services – 401Ks, Simple IRAs and executive retirement plans from the top rated companies in America at approximately 50% less.

Long-Term Care Insurance
Offers members the flexibility to design a policy to meet individual needs and budget. The plan includes nursing home care, assisted living facilities, home-based care, adult day care and respite services for caregivers.

Voluntary Limited Benefit Medical Plan
A customized medical plan offers three affordable options for health benefits are available for employers to offer their employees. This plan is commonly used for hourly paid employees who traditionally are not offered health insurance.

IMPORTANT DATES FOR 2003

Now’s the time to mark next year’s calendar with important events you don’t want to miss! Call Karen Trevino at (501) 376-2323 if you have questions about any specific event.


January 6 - Government Affairs Meeting, 3:30 p.m., AHA Office. This meeting is open to all AHA members and you are all encouraged to participate!

January 7 - Board Meetings at AHA Office

February 18 - Legislative Day at the AHA Office in the morning and at the State Capitol in the afternoon.

March 16—19 - Governor’s Conference on Tourism, Fort Smith Convention Center

March 23 - AR Chefs Association Annual Banquet, Governor’s Mansion Events Facility, Little Rock

April 6—7 - Student Competition Hospitality Bowl, Little Rock

April 22 - Board Meetings at AHA Office during the day and the Stars of the Industry Awards Gala in the evening.

June 27—28 - Arkansas Ford Dealers Big Bass Bonanza Fishing Tournament

July 21 - Government Affairs Meeting, 4:00 p.m., AHA Office

July 22 - Board of Directors Meetings at the AHA Office during the day; Board of Directors dinner in the evening.

October 20 - AHA Fall Golf Tournament

October 22—23 - 59th Annual Convention & Trade Show, Statehouse Convention Center, Little Rock

October 22 - Board of Directors Meetings at the Statehouse Convention Center, Little Rock

TRADE SHOW VOLUNTEERS RECOGNIZED
The Arkansas Hospitality Association’s Trade Show, which was held in late October, was a great success. It took the efforts of volunteers such as the people listed below to ensure a wonderful experience for all the participants. These people certainly represent the spirit of hospitality in Arkansas. Join us in thanking them for all the hard work and time they put into supporting this industry! We appreciate all of the volunteers! (Our apologies if we missed anyone!)

Bob Griffith, 101 Boat Dock
Tom Rigsby, A/V Arkansas
Kim Curet, ACF/CAC
Glynna Allen, Global Payments
John Shiveley, Alltel
Dennis Farmer, AR Soft Drink Association
John Ralston, AR South Tourism Region
Jeananne Hawking, Arlington Hotel
John Berryman, Artcrest
Jim Montgomery, Barrett Hamilton
Rick Gammill, Ben E. Keith Foods
Jim Shamburger, Best Western Governors Inn Suites
Carolyn Zakrzewski, The Capital Hotel
Bryan Burkhalter, Cock of the Walk
Bob Coleman, Coleman Dairy
David Rowe, Coleman Dairy
Sonny Freeman, Coleman Dairy
Mary Margaret Satterfield, Conway Chamber
Chris Snodgrass, DeGray Lake Resort State Park
J. C. Brooks, Delta Supply
Wayne Singleton, Digital Image Communications
Anne Rickabaugh, Digital Image Communications
Heather Peatman, Digital Image Communications
Clyde Aaron, DoubleTree Hotel
Jerry Hope, DoubleTree Hotel
Renee Borchert, DoubleTree Hotel
Wayne Thompson, Ferguson’s Country Store
Tim Tipton, Fortune Equipment Company
Cari White, Jonesboro Chamber of Commerce
Ross Moore, Greers Ferry Lake/Little Red River
Judy Adam, Guesthouse Inn
Diane Kidwell, H.I.R.E.
Amanda Squires, Hilton Little Rock
Janet Tate, Hilton Little Rock
Debra Guyot, Hilton Little Rock
Mary Couch, Hilton Little Rock
Greg Fernholz, Holiday Inn Airport
Virginia Hicks, Holiday Inn Downtown
Lisa Stigall, LaQuinta Inn Otter Creek
Paula Lively, LaQuinta Inn Otter Creek
Melanie Jenkins, Little Rock CVB
Theresa Kyzer, Little Rock CVB
Justin Sollars, Majestic Hotel
Barbara Brisendine, Mitchell & Company
Robin Alexander, North Little Rock Visitors Bureau
Kathy Findley, Peabody Little Rock
Dena Woerner, Pine Bluff CVB
Alan Porbeck, Porbeck Printing
Scott Sudduth, Quality PFG
Caroline Ramsey, Radisson Hotel Little Rock
Missy Sparks, Radisson Hotel Little Rock
Jim Barnett, Roy N. Borden Agency
Norma Hoffmann, Snack Vending
Robert Swann, TravelHost Magazine
Bill Warren, Twin City Food Brokers
Joan Warren, Twin City Food Brokers
Wayne Post, Tyson Foods/Innovative Concepts
Mary Craig, UPS
Bill Cook, WildWear
Phyllis Kloski, Wingate Inn

BITS & PIECES…

The U.S. Environmental Protection Agency has recently issued ten recommendations to protect your water system from a terrorist act: (1) Prepare (or update) an emergency response plan. Make sure all employees help create it and receive training on the plan. (2) Post updated emergency 24-hour numbers at your facilities in highly visible areas and give them to key personnel and local response officials. (3) Get to know your local police and ask them to add your facilities to their routine rounds. Practice emergency response procedures with local police, emergency response teams and public health officials. (4) Fence and lock your drinking water facilities and vulnerable areas (e.g. well-head, hydrants, manholes, pump-house, and storage tanks). (5) Lock all entry gates and doors and set alarms to indicate illegal entry. Do not leave keys in equipment or vehicles at any time. (6) Install good lighting around your pump-house, treatment facility and parking lot. (7) Identify existing and alternate water supplies and maximize use of backflow prevention devices and interconnections. (8) Use your Source Water Assessment information to work with businesses and homeowners listed as potential sources of contamination and lessen their threat to your source. (9) Lock monitoring wells to prevent vandals or terrorists from pouring contaminants directly into ground water near your source. Prevent pouring or siphoning contaminants through vent pipes by moving them inside the pump-house or treatment plant, or if that isn’t possible, then fence or screen them. (10) Call 911 if there is an emergency and follow your response plan.

* * *

Governor Mike Huckabee recently unveiled the design that will be used by the U.S. Mint for the Arkansas quarter. Dortha Scott submitted the entry, which incorporates a mallard soaring above the water with trees in the background, a rice plant and a diamond. The quarter will be released in October 2003 and will be circulated for at least 30 years. It will be the 25th quarter released in the series produced by the U.S. Mint.

* * *

Each year the entire operation of each State Park is evaluated in the following areas: customer comments, revenue, control of expenditures, volunteer programs, inter-departmental relations, working with the community and how well the facilities are maintained. The following parks are the recipients of the 2001-2002 awards: Queen Wilhelmina, Parks of the Year, Region I; Bull Shoals-White River State Park, Overall Park of the Year, and Region II; Old Davidsonville State Park, Park of the Year, Region III and Outstanding Park Maintenance; White Oak Lake State Park, Park of the Year, Region IV; Arkansas Museum of Natural Resources State Park, Museum of the Year and Outstanding Special Event (Chautauqua); Village Creek State Park, Volunteer Program; DeGray Lake Resort State Park, Interpretive Program; and Ozark Folk Center State Park, Resource Management. Congratulations to the staff and superintendents at each of the parks!

* * *

According to the 2002 Lodging Industry Profile, the typical lodging customer is represented as: 13.7% are on vacation, 29.5% are transient business travelers, 27.0% are attending a conference/group meeting, and 19.8% are traveling for other reasons (e.g., personal, family, special event). The typical business room night is generated by a male (70%), age 35-54 (53%), employed in a professional or managerial position (53%), earning an average yearly household income of $76,394. Typically, these guests travel alone (62%), make reservations (92%), and pay $95 per room night. The typical leisure room night is generated by two adults (51%), ages 35-54 (46%), earning an average yearly household income of $69,147. The typical leisure traveler also travels by auto (74%), makes reservations (83%), and pays $87 per room night. For a hotel stay, 42% of all business travelers spend one night, 25% spend two nights, and 33% spend three or more nights. Of leisure travelers, 47% spend one night, 27% spend two nights, and 26% spend three or more nights.

* * *

"Good Neighbor News" Fall/Winter 2002, reports that identity theft is the fastest growing crime in the country. The newsletter offers the following prevention tips: Photocopy the contents of your wallet and keep at home; don’t give personal information over the phone, mail or internet unless you initiated the contact; shred documents and pre-approved credit applications; never use your mother’s maiden name, birthdate, or the last four digits of your social security number as a password; don’t carry your social security card or passport unless necessary; and don’t put your social security number on your checks.

* * *

One of our members has sent in this notice: "Today, I toured Helping Hand, a food pantry and clothing supplier located at 1601 Marshall (in Little Rock), and run by Sister Maria Liebeck. They began as a Catholic Charity but now get most of their funds from United Way. As I saw the bedding that was on hand, and realized the requests they have, I wondered what hotels do with their old bedspreads, sheets and blankets. Would it be possible for you contact your members to alert them to this need? If any of your members have food, that is also a great need, especially for grains and cereals." If anyone is interested in contacting this organization, the number is (501) 372-7257.

* * *

Continuing to push for changes to U.S. immigration laws, the National Restaurant Association joined other members of the business and immigrant communities at a Capitol Hill press conference in October to urge leaders in Washington to take up the issue once again. Supporters of immigration reform hope that an upcoming meeting between President George W. Bush and Mexican counterpart, Vicente Fox, will reignite the national debate. Go to the following website for more information:
http://www.restaurant.org/news/index.cfm#1023a

* * *

TIME TO WINTERIZE

Just as a property may lose cooling during the summer through poor maintenance of ventilation/air handling systems, so may there be a significant loss of energy and heat during the winter. In many instances, ventilating and air-handling systems have been poorly adjusted or tampered with causing restricted or excessive air flow. Volume control dampers may have been reset, grills may have been closed, and overhead diffusers may have had the airflow reduced.

As a result, the distribution systems may be totally unbalanced. Therefore, it is suggested that serious consideration be given to properly balancing the air distribution system. Once in balance, all manually controlled dampers should be locked (screwed) into place. This work may need to be done by a professional as it can be very delicate.

All duct work systems should be checked for air leakage and/or damaged insulation. Repairs should be made as required. (It is very possible that leaks and broken or deteriorated insulation will occur in air handling systems after several years of operation.)

Carefully check flexible duct connections at fan/blower air handling units and replace as required.

Inspect outside air-dampers to insure against back drafts when fans are not operating.

Check air filters used in fresh air systems and clean or replace when necessary.

Reduce air flow to the minimum amount required for the area being serviced by the unit.

In controlling the air flow in and out of your building, you may wish to give consideration to a vestibule. A vestibule with two sets of doors acts as an air lock to reduce the amount of air that can enter or escape from your property as people enter or leave. You may be able to create a vestibule by installing a door or set of doors inside the building, or you may have to construct it as an addition.

A vestibule does not have to be heated or air-conditioned. Whether or not it pays to create a vestibule depends a great deal on climate and on the design and orientation of the front entrance. If your entrance is on the windy side, and if you have a lot of very hot or very cold weather, a vestibule should be seriously considered.

This article comes from Ray Ellis, Jr., with the Loss Prevention Institute, Conrad N. Hilton College, University of Houston.

2002-2003 CALENDAR OF EVENTS

DECEMBER

10 - Texarkana Chapter Meeting, 4:00 p.m., Holiday Christmas Party, Four States Fairgrounds
11 - Baxter/Marion County Chapter Meeting and Holiday Banquet, 6:00 p.m.
12 - Garland County Chapter Meeting and Holiday Reception, 4:00 p.m., Arlington Hotel, Hot Springs
18 - Central Arkansas Chapter Meeting, 8:00 a.m., AHA Offices. Speaker: Greg Butts, Director of Arkansas State Parks
24 - Christmas Eve — Office Closed
25 - Christmas — Office Closed

JANUARY

6 - Executive Committee Meeting, 2:00 p.m.
6 - Government Affairs Meeting, 3:30 p.m., AHA Office, Little Rock. This meeting is OPEN TO AHA MEMBERS — Everyone is encouraged to attend.
7 - AR Restaurant Association Board Meeting, 9:30 a.m., AHA Office
7 - AR Lodging Association Board Meeting, 11:30 a.m., AHA Office
7 - AR Travel Council Board Meeting, 2:30 p.m., AHA Office
7 - Combined Boards of Directors Meeting, 3:30 p.m., AHA Office
15 - Central Arkansas Chapter Installation and Awards Banquet, 6:00 p.m., Vermillion Grill, Little Rock.

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