Relay for Business Archives

[Webinar] Office Hours with Tracie Szybnski, Owner of Elkins Resort On Priest Lake

June 7, 2022/0 Comments/in Relay for Business, Webinars

Office Hours is your chance to learn more about Relay from the people who know it best. We chat with not just Relay customers, but also the Relay team members who helped build the product from the ground up.

Our sixth episode takes us to beautiful Nordman, Idaho, where we sit down with Tracie Szybnski, owner of Elkins Resort On Priest Lake. Tracie exchanged a typical 40-hr work week and navigating traffic, for a full-time life at Priest Lake when she took over ownership of the resort from her family. 40 years of resort life, 30 years of marriage and 16 years with children has taught her to handle just about anything, with each month’s goal to balance work, family and sporting activities.

[Webinar] Office Hours with Wayne Burgher, GM, Residence Inn Grand Rapids Airport

June 6, 2022/0 Comments/in Relay for Business, Webinars

Office Hours is your chance to learn more about Relay from the people who know it best. We chat with not just Relay customers, but also the Relay team members who helped build the product from the ground up.

In our fifth episode, we chat with Wayne Burgher, the General Manager of the Residence Inn Grand Rapids Airport. Wayne has experience in both Full-Service and Select Service operations as well as above property operations. His team has been using Relay since January 2022, utilizing the system as a property-wide communication service as well as Relay’s panic button and indoor location tracking.

[Webinar] Office Hours with Virginia Benner, Customer Success Manager at Relay

April 28, 2022/0 Comments/in Relay for Business, Webinars

Office Hours is your chance to learn more about Relay from the people who know it best. We’ll chat with not just Relay customers, but also the team members who helped build the product from the ground up.

In our fourth episode, we chat with Virginia Benner, Manager of Customer Success at Relay. Virginia has a passion for making the customer experience informative and impactful. Previously serving as a Customer Success Manager with a portfolio of customers, she currently leads the Customer Success team at Relay.

What is a Panic Button and Why Do I Need It?

April 25, 2022/0 Comments/in Relay for Business

Though more states are introducing panic button laws and mandates, the rules on panic buttons aren’t always clear. And since the safety legislation can vary by city, state or brand, the employee requirements on providing associate alert devices to remote workers can sometimes feel confusing. We’ll try to help clear things up.

Hotel Panic Button 101

A hotel panic button is a wearable emergency button used most often by housekeeping staff. This safety device is operated with a single push of a button. In case of an emergency, a staffer can trigger the device which alerts security or team supervisors. Since most panic buttons operate on an interconnected system via Bluetooth, cellular networks, or wifi, employees are able to communicate in real time while their location data is immediately shared.

A hotel panic button is also known as Associate Alert Device, Employee Safety Device (ESD), Employee Safety Solution, Lone Worker Safety Technology, or a Wearable Emergency Button for Housekeeping. The device names reflect their use as emergency safety technology meant to protect employees who often work in isolation as part of their job requirements. These workers often include housekeeping staffers potentially exposed to verbal or physical harassment.

Hotel Panic Buttons vs. Consumer Safety Devices

Before we get to the nitty gritty of operating your panic button, it’s important to understand what a hotel panic button is not.

A hotel panic button does not rely on noise to alert of potential danger and is not a high-pitched alarm available to consumers. Hotel panic buttons use technology that’s industry specific. While many consumers carry around what’s known in the industry as a noisemaker or screamer, they aren’t effective deterrents in the hospitality business. In fact, these noisy gadgets are proven to be detrimental or distracting in an emergency, and could even potentially intensify an already dangerous situation.

Hotel panic buttons are discrete in both size and usage. They have a small footprint and while visible when worn, aren’t heavy or uncomfortable. In the case of an emergency, a button is pushed on a hotel panic button that silently alerts others to distress. Unlike noise only alarm systems, there’s no loud beeping sounds to scare off nearby guests.

How Do Hotel Panic Buttons Work?

First off, a hotel panic button doesn’t work on its own out of the box. The panic button must be configured properly to a unified hardware and software system to provide alerts or real-time aid to workers in potential distress.

The best hotel panic buttons operate on a network of Bluetooth Low Energy (BLE) Beacons. These may be placed discreetly throughout your property including in unobtrusive spots in guest rooms or supply closets. Each beacon is named and registered to best keep track of employee location in case of an emergency. Once these beacons are installed (without any additional wiring or drilling needed) they work with panic buttons to detect signals and location.

When remote workers go about their work day, their panic buttons communicate with each beacon if needed. In case of an emergency, the staffer would press the button on their associate alert device. An immediate location would be logged by the beacon already in place. If the staffer feels it’s necessary to run to safety, the beacons passed along the way will keep logging their location until help arrives.

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Your staff may leave your hotel for a different job that offers better tech and safety.

What Is The Dispatch Center?

If a panic button is deployed, the information sent must be delivered to the software management program AKA Dispatch Center. Think of this as the central command system which keeps track of everything from emergency situations and employee location, to critical details like battery life or device assignment.

By empowering your staffers with a system that keeps them safe and keeps track of them when they might otherwise feel vulnerable, you also keep your entire property safer.

It’s important to train staff to help them understand not only how to use their panic buttons, but also to reassure them their safety is your priority. It’s also critical to let your housekeeping and remote staff know that you are choosing to keep them safer. You may not even be required yet by law to have this type of system in place, but others are, and your staff may leave your hotel for a different job that offers better tech and safety.

A Day in the Life of a Hotel Panic Button

Employees are either given a panic button that is theirs to use, or are assigned a panic button each day as they check in for their shift.
Employees have their wearable panic button on them throughout the day and while on their shift.
In case of an emergency, they push the button on their device. Their location is immediately shared to the dispatch center and any other configured locations. This might include texting their supervisor or informing law enforcement.
If the remote staffer moves through the hotel toward safer conditions, BLE beacons placed throughout the property will update the command center of their current location until help arrives.
At the end of their shift, staffers return their panic button to the drop-off location.

Do All Hotels Follow the Same Panic Button Protocol?

In a word, no. There are different laws that vary widely. To take it a step further, some hotel brands are not even required by law yet to implement a panic button rule, but are proactive in doing so. Some brands require all properties to have panic devices but allow the individual locations to choose from a list of vetted vendors. Some may allow the choice of a device, but require the same provider.

Before choosing your panic button solution, you need to find out if you are under brand or state requirements. Relay can assist you with determining and abiding by these requirements. Also notable, every property already will have safety protocols in place. When setting up your system, it’s critical to create an organic emergency system that protects staffers without disrupting guest activities.

Pro tip: Want to know what the brand requirements are? Watch our Webinar on Employee Safety Device deadlines here

Why You Need to Prioritize Hotel Panic Buttons

There are two main reasons to ensure staffers are well taken care of. With a global staffing shortage and the regular turnover in the hospitality industry, it’s critical to create as many incentives for staffers to stay with your hotel. That includes following all state laws and mandates for panic buttons. And even if your state or city doesn’t as yet require associate alert devices, you may choose to use them to remind staffers that their safety is your priority. And since hotels are all about hospitality, a safer and happier staff means guests who feel safer as well. By better protecting staffers you’re also creating an environment where staffers can better care for guests.

Still don’t know where to start?

The Relay team can walk you through the details of any relevant brand or state requirements and will work with you to create a plan based on your team’s specific needs.

Sign up for a free consultation today

Noisemaker panic buttons: A decision you’ll regret

April 1, 2022/0 Comments/in Relay for Business

In an effort to comply with new panic button requirements many hotels are going straight to the quick and easy option of noisemakers. These are essentially wearable buttons with a singular purpose: to make a loud noise in situations of duress. While this may satisfy requirements in the short term, these hotels are quickly having to spend even more time and money finding replacements as requirements tighten.

If you’re still trying to figure out which associate alert devices to purchase for your staffers, future-proof your system by opting for a tool with location tracking and two-way communication. . It’s not just a smarter option, it’s a more efficient and safer one. But don’t just take our word for it, on some level, it’s actually written into the requirements for many states and hotel brands.

Noisemakers are not panic buttons

In the summer of 2019 the city of Miami Beach sent a letter to hotels clarifying their year long — often murky — panic button requirements. While the new laws require panic buttons for hotel housekeeping staff and room attendants, some hoteliers thought any panic button would work just fine. They were mistaken.

Some background on Miami Beach panic button requirement for hotels

In July 2018 Miami Beach passed their version of panic button laws. The ordinance required hotels to provide front-facing staffers with panic buttons to be used in case of an emergency. But the laws were vague at best.

Many hotels including the largest hotel in the city, the Fontainebleau Miami Beach Resort, attempted to honor the letter of the law and outfitted staffers with inexpensive noisemakers. A year later hotel managers were told that using noisemakers instead of panic buttons could result in violations.

As reported by the Miami Herald in 2019, reporters at the news outlet tested the $11 noisemaker the Fontainebleau planned to give to staffers. The Miami Herald found the alarm noise “could be easily muffled, deactivated and confused for static on a television from the hallway.” Disturbingly, the noisemaker only device didn’t have any GPS capabilities, so anyone in distress was for all intents and purposes on their own during an emergency. More disturbing yet is the fact that three years after lawmakers in Miami declared that noisemakers weren’t effective as panic buttons, some hotels are still considering them for their panic button system.

At Relay, we’re proud that our devices connect distanced workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff and clientele through connectivity with a device that alerts anyone to potential danger.

ASIDE FROM THE EXTREMELY LOUD AND UNSAFE DECIBEL LEVELS ON SOME PANIC BUTTONS (THINK THE LOUDEST BLOW DRYER OR QUIETEST AIRPLANE ENGINE), NOISEMAKERS DON’T DO MUCH.

For a safer and more effective experience, choose a GPS enabled panic button system over noisemakers

If you’re still on the fence about the type of system to choose for your resort or hotel, here are a few things to consider based on some of the most recent requirements:

Noisemakers are not enough. Aside from the extremely loud and unsafe decibel levels on some noisemakers (think the loudest blow dryer or quietest airplane engine), they really don’t do much. The hope is that the sound will scare off an offender. The reality is that it might just disrupt the guest experience and cause general unease.
Silent alarms are safer for staffers and better for the guest experience. While some offenders are scared off by a loud alarm, others become more agitated or aggressive. Audible alarms can actually escalate threatening situations and cause negative guest experiences. Ultimately, a silent alarm is better.
Location tracking with room-level accuracy is key. If someone activates a panic button that is GPS enabled, their exact location is immediately known so help can be sent. Many hotel brands are going as far to say that floor-level accuracy is not enough to meet requirements
Two-way communication is a must. Your staff doesn’t want to carry around a bunch of different pieces of tech that just get in the way of their job. That means, walkie talkies are sometimes left on carts or out of reach. In an emergency situation, it’s critical to not only know where your team is, but what’s going on.
Noisemakers can be easily deactivated. If someone just has a noisemaker it can be deactivated more easily than an alert sent from a more connected device.

What makes Relay the best option?

Silent alerts: A quick press of the pain button will trigger a silent alarm to your team that will come through on other Relay devices, the dashboard, and/or the Relay app. Alerts remain persistent until someone on your team has resolved the issue.

Location tracking: Relay panic buttons operate using a system of connected wireless beacons which track and report any panic alerts instantly, and follow the device in real time from your dashboard as it moves locations. Once the dust has settled, you can review incident reports to understand how long it took your team to respond

Two-way communication: When an alert is triggered, a direct line of communication is opened. As a bonus, Relay can serve as your team’s normal means of communication, so you can replace your old, outdated walkie talkies as well.

Cost: We get it, budgets are tight, but unlike many other options on the market that offer similar features, Relay does all of this for a fraction of the cost – AND eliminates your need for expensive walkie talkies.

SEE IT IN ACTION

The Relay difference:

If you’re ready to set up your own network of panic buttons, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

[Webinar] Office Hours with Matthew Lehman of the Grand Bohemian Hotel Asheville

March 15, 2022/0 Comments/in Relay for Business, Webinars

Office Hours is your chance to learn more about Relay from the people who know it best. We’ll chat with not just Relay customers, but also the team members who helped build the product from the ground up.

In our third episode, we sit down with Matthew Lehman. Matthew is the General Manager of the Grand Bohemian Hotel Asheville, an iconic property located in the Historic Biltmore Village of Asheville, North Carolina. Matthew is a veteran in the hospitality industry and has more than two decades of leadership experience in fine dining and luxury hotels. Born and raised in Pennsylvania, Matthew moved to Los Angeles to pursue a career in the entertainment industry. A passion for food and wine kept him returning to the restaurant industry, which led him to stops in Beverly Hills, Hollywood, and Bel Air. Matthew joined the Peninsula Beverly Hills in 2006 and later the Fairmont Miramar Hotel & Bungalows, leading numerous renovation projects and introducing new F&B concepts, including FIG Restaurant and The Bungalow. Matthew is a graduate of The Pennsylvania State University and earned an MBA from the University of Michigan Ross School of Business. He currently serves on the board of the Explore Asheville and is engaged with numerous charitable organizations.

How to calculate how many panic buttons you need

March 9, 2022/0 Comments/in Relay for Business

Wondering how many hotel staff panic buttons to buy to completely outfit all of your employees? It’s definitely not a one size fits all proposition. Unlike calculating how many bottles of wine to purchase for a dinner party, figuring out how many panic buttons you need for your hotel or property can feel a bit daunting.

Setting up a panic button solution for the hospitality industry should be easy, so why does it feel so complicated?

Panic button requirements for hotels

If you’re still not completely clear about panic button requirements for hotels, it’s because on some level, the laws are still being written. The mandates can also vary based on your state or city, so it’s wise to pay attention to your legal responsibilities.

Over the past few years hotel unions, state, and local governments across the nation proposed a rollout of legislation for the safety of hospitality staff. The crux of these laws are the new mandates for panic buttons for hospitality workers. And while the process seems straightforward, this is a brand new process, so there are some bumps in the road.

Ever since the new laws requiring panic buttons for hotel housekeepers went into effect hotel managers wondered if they were making the right decision when choosing new tech including hotel staff panic buttons. Going beyond cost and staff training, a question often asked was How many panic buttons were needed to ensure your property was properly outfitted? More than that, you need to be 100% certain that all your employees have access to an associate alert device when needed.

At Relay, we’re proud that our devices connect distanced workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff and clientele through connectivity with a device that alerts anyone to potential danger.

Beyond setting a budget and sticking to it, there are reasons you might have to add some wiggle room to your purchasing decisions. We came up with a few ways to calculate just how many associate alert devices you and your staff will need.

There are some calculations to be made and logistics to be tackled before you can make that first purchase. In addition to counting every single staff member, there are some other things to keep in mind.

Answering these questions should help you start shopping for wearable emergency buttons for housekeeping and staff.

1. How large is your property?

Before you can even set up your panic button shopping list, you should probably study the logistics of your hotel and grounds. In addition to figuring out the square feet and actual acreage involved, try to map out paths to and from the property guests or staff may use. To give you an idea of things to take into account, the new Resort World in Las Vegas cost a whopping $4.3 billion to build and has three hotels with 3,500 rooms and 40 restaurants and bars on property. Obviously, calculating the number of panic buttons for this space will go up to the hundreds vs. a local legacy hotel.

Next up: Try to figure out if there are staffers in more isolated areas requiring more check-ins or backup devices. You’re off to a great start.

After you map out the entire property, try to highlight what you can refer to as “red zones” or areas where housekeeping or other staffers might not feel comfortable.

2. Are there any areas of the hotel that seem more isolated than others?

While you always want guests and staffers to feel safe, chances are good there are still some spots on your property that feel a bit creepy at times. After you map out the entire property, try to highlight what you can refer to as “red zones” or areas where housekeeping or other staffers might not feel comfortable. If possible, consider adding backup devices that are easily accessible to your staff. Much in the same way you might have a smoke alarm or fire extinguisher, consider setting up panic button stations where staffers can access a panic alert device if they misplaced or forgot theirs.

3. Pay attention to shift changes, holidays and vacations

While we’d like to think that staffers will automatically have their personal panic button on them at all times, the truth is they might forget sometimes. And if you’re thinking of having front-facing staffers swap out panic buttons between shifts, you should reconsider.

Many of the laws state that every single staffer considered to be vulnerable in some way must have their own associate alert device. That means if your head housekeeper takes a week off, her panic button can’t be used as a backup. When calculating how many panic buttons you need, you will have to take vacations and sick days into account.

4. Keep some extras around

Unlike company vehicles, it can be easy to sometimes misplace your panic button. And while you want staffers to be vigilant about keeping their panic buttons on them at all times, you don’t want to cause them to panic if they misplace it right before a shift. For that reason it’s always a good reason to keep a few brand new devices around. You don’t want to risk sharing your own unused associate alert device or one that may have a significant amount of wear and tear on it.

5. Calculate and err on the side of caution

Now that you know the number of staffers, size of your space, the shadowy spots, the shift changes and holiday breaks, you have a good idea of how many panic buttons you might need.

By way of a quick calculation, if you have 61 staffers with differing shifts you might start with the idea of needing 61 panic buttons. Depending on the size of your space, potential red zones, vacation times and losses or misplacing panic buttons, you might need about 85-100 panic buttons to comfortably set up your property.

The Relay difference:

If you’re ready to set up your own network of panic buttons, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

[Webinar] Office Hours with Brandon Smith, Senior Software Development Architect at Relay

March 3, 2022/0 Comments/in Relay for Business, Webinars

Office Hours is your chance to learn more about Relay from the people who know it best. We’ll chat with not just Relay customers, but also the team members who helped build the product from the ground up.

For our second episode, we’ll chat with Brandon Smith, Senior Software Development Architect at Relay. Brandon has been on the Relay team since it began and brings several of years of experience to the team. In addition to your questions, Brandon will discuss the features and benefits of Relay and will also share that thing that excites him most about working at Relay.

Better technology means better customer service and five star ratings

February 25, 2022/0 Comments/in Relay for Business

Here’s a hypothetical situation for you to ponder: You’re about to book the vacation of your dreams. Of course you first do a quick search online first. The hotel you’ve long dreamed about visiting claims to be a five star accommodation, but disparaging guest reviews paint an entirely different picture. Who do you trust in this case? More than that, based on negative reviews are you still going to book your upcoming trip at that hotel or will you choose another destination?

In an era of peer based reviews trumping even the most glowing hotel claims, chances are good that most of us will choose a destination based on a variety of factors. And while many of us trust a hotel brand’s reputation, we also pay attention to the smaller details.

Reviews on travel websites are great, but so are announcements about new hotel innovations including tech upgrades to aspiring digital hotels. State of the art technology meant to guide guests everywhere from researching, to booking, to checking in or out or arranging experiences also plays into ratings. And in a COVID-aware world, things like cleanliness, digital and physical safety in the form of visible hotel employee panic buttons and more are expected.

Reviews aren’t everything, but trusted reviews can make or break your hotel

While most people don’t book a vacation based on the amazing panic button systems in place, they do keep track of hotel amenities as closely as they do the upgraded technology. And in a post-pandemic world, people expect better than ever tech. More than that, if they’re already using the internet of things to manage their home lives, they’ll consider it a downgrade if you don’t have these things easily accessible on your property.

If as a hotelier, your destination hasn’t changed at all as travel restrictions ease up in much of the world, you’re doing something very wrong. And you can expect that guests past and present will be sure to share their opinions loudly and publicly. To avoid negative reviews and increase five star ratings, you need to lean into your guests’ preferences and expectations.

At Relay, we’re proud that our devices connect distanced workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff and clientele through connectivity with a device that alerts anyone to potential danger.

Reviews and ratings are critical to hotels

Back in 2015, Tripadvisor released a study focusing on customer satisfaction. At the time they revealed that 96% of Tripadvisor users consider reading reviews important when planning trips and booking hotels.

If garnering positive reviews was never part of your outreach or marketing plan, you’re going to miss out on future guests. The same study revealed that more than half of Tripadvisor users won’t book a stay at a property without any reviews.

Are you requesting positive reviews prematurely?

Here’s an interesting conundrum. You know that you need positive reviews to boost your hospitality business. But before you ask guests for a positive review, you need to ensure you’re providing them with the best possible experience. Once you’ve done that, you have to amplify everything you thought was once acceptable and instead try for superior experiences for every single guest. In other words, before you can collect as many five star raves as possible, you need to give your guests something to rave about.

Do you have the cleanest rooms and excellent sanitizing system? Is your restaurant known for a dish so tantalizing that people drive hundreds of miles for a taste?

And when it comes to safety, do you protect every member of your staff and equip them with associate alert devices as per the new employee safety device mandates?

More reviews vs. authentic reviews

In a fascinating article on NBC news about five star reviews and ratings, the author shared facts about how much people rely on positive reviews.

Some takeaways included that having over a hundred thousand reviews might be critical for something like an Instant Pot, but not as much for smaller companies or products. In those cases people understand that rave reviews might not be plentiful, but they have to be meaningful. More than that, negative reviews can be damning. As explained in the article, people often vote up bad reviews meaning that your clients and guests might see those first.

Better tech leads to better customer service and the five star ratings will follow

If you’re ready to make some positive changes to your property, we suggest taking a serious look at the tech you have in place. If you’re up for the challenge, now would be a good time to upgrade whatever is more than a year old. Travel is moving forward in a way not many of us expected two years ago, and what was once acceptable is probably now obsolete.

The hospitality industry has gone way beyond providing clean sheets and a comfortable room. If it isn’t state of the art, it’s outdated.

2022 will be the year of travel and people are impatient to create their experience. Your future guests expect your virtual and onsite technology to be able to aid and anticipate their needs along with every element of their experience.

If you have on-site staff to greet guests, make sure that they don’t hover. In a post-COVID world, some guests love being welcomed, but they no longer want your staff in close proximity.
Create a check-in kiosk that seamlessly mirrors the experience you provide on your website and app. When people are traveling the last thing they want is to have to figure out the rest of your system.
The same goes for your in-room experiences. It’s fine to try to dazzle and delight guests. The hospitality industry has gone way beyond providing clean sheets and a comfortable room. If it isn’t state of the art, it’s outdated.
Make safety a priority. From well-lit public areas, to signage that states hygiene and physical safety protocols, guests may anticipate a tech-based experience, but they want to know safety is your priority. Have your associate alert devices proudly and prominently worn by staffers so guests can be reassured that constant safety is a hallmark of your brand.
Gently solicit feedback. Guests are already overwhelmed by new experiences when traveling. Allow them to soak up the experience and then write their positive reviews. Conversely, if you gift your guests a one-of-a-kind amenity or experience, consider asking them for a quick rave review. They’re more likely to share the good feelings while still basking in the afterglow.

The Relay difference:

If you’re ready to set up your own network of panic buttons, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

[Webinar] Office Hours with Scott Boucher of The Peabody Memphis

February 22, 2022/0 Comments/in Relay for Business, Webinars

Office Hours is your chance to learn more about Relay from the people who know it best. We’ll chat with not just Relay customers, but also the team members who helped build the product from the ground up.

For our first episode, we’ll chat with Scott Boucher, hotel manager of The Peabody Memphis, who has implemented Relay on his 500,000 sq ft. property. Scott Boucher began his hospitality industry career at age 17 as a Walt Disney World attraction host and has spent the last 30+ years working his way through nearly every department within hotel operations. He spent a large portion of his career in the Marriott International family at such properties as The Renaissance Vinoy, The Renaissance Orlando Resort at Sea World, The JW Marriott at Grande Lakes, all in Florida, and the Marriott Hilton Head Beach and Golf Resort in South Carolina. He later became Director of Lodging Operations at Nemacolin Woodlands Resort in Pennsylvania, where he achieved and maintained the AAA 5-Diamond Award. He came to The Peabody Memphis in 2007 as Director of Rooms and later was elevated to Director of Operations and as of 2018 became the Hotel Manager.