Erin Andrews’ civil suit against the owner and former operator of the Nashville Marriott at Vanderbilt, and the resulting award of $55 million, should set off alarm bells for every business. In raw, gut wrenching testimony, Andrews recounted the emotional impact of being videotaped in her hotel room by a stalker. While the verdict assigned 51% of the penalty on her stalker, the hotel was found to be at fault and liable for 49% of the amount.
The verdict may be reduced or overturned on appeal, but the reputation damage is done. Guests don’t make the distinction between a company-owned or franchised business. They know the brand. In this case, they know that Andrews’ privacy, safety and security was violated at a Marriott hotel.
The individual who videotaped Andrews has already been convicted. The heart of this case was Andrews’ contention that hotel personnel gave out her room number to the stalker and did not tell her that he had asked to be put in a room next to hers.
That sounds like a training issue.
Well trained hotel personnel know to never say a guest’s room number out loud. They do not honor requests for rooms adjacent to members outside their travel party. Was the hotel employee who provided information to the stalker trained? We’ll never know. But the monetary penalty for the error is evident and the impact to the brand’s reputation is evolving.
Employee training in any business is an investment, not an expense. When employees are well trained, they perform with skill and confidence. They treat customers well and create an experience that builds brand love. Productivity and efficiency improve and turnover declines. Sure, training requires time away from operations, but that’s time well spent when employees understand their role. Knowing what not to do is as important as knowing what to do.
Companies that support employee training and development make an investment in business success.