Although many hotels have sexual harassment policies in place , there too often is a disconnect between policy and practice , industry participants say . Harassment of housekeepers , for instance , is commonplace , according to a U . S . union that represents hotel workers . Concerns extend to other workers , including casino dealers

and F & B servers . And it reaches the top of the industry : Steve Wynn , CEO of Las Vegas-based Wynn Resorts , resigned February 6 amid allegations of sexual misconduct , which he denies .

This is a good time , experts say , to hit the pause button and examine protocols and procedures . While enhanced training can help improve protections , it will take longer to achieve the cultural change that will get female employees into high-level , influential positions , women professionals say . Promoting more

women into senior management would prompt hotels to adopt more proactive policies to address harassment and give hourly workers more confidence to handle uncomfortable situations or to step forward .

“ Employers are facing a watershed moment ,” says Kelly Thoerig , New Yorkbased employment practices liability insurance product leader at risk management giant Marsh . “ Everyone has to do something .”

GOING PUBLIC Hoteliers should dump

the old maxim “ the customer is always right ,” says Carl Braunlich , associate professor at the University of Nevada Las Vegas ’ William F . Harrah College of Hotel Administration . “ That idea is still ingrained in what we do ,” he says . “ But the customer is not always right , and that ’ s difficult to admit .”

Part of that reform requires companies to stop the practice of settling complaints by private arbitration and requiring victims to sign confidentiality agreements – the legal underpinning that

enabled American film producer Harvey Weinstein and other harassers to get away with bad behavior for so long . There ’ s impetus to eliminate forced arbitration of sexual harassment claims , Thoerig says . But there has to be latitude for both sides – a victim , for example , may request his or her case remains private .

Given the high turnover in the industry , training should be ongoing and thorough . The message must come from the top that sexual harassment complaints

12 hotelsmag . com March 2018