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Hospitality

Employee Relations Support for Hospitality

Guest service depends on a team that can keep the property moving. We support HR and managers with difficult employee decisions, workplace investigations, documentation, and EEOC responses, so repeated conversations and follow-up do not rest entirely on your operating team.

Talk With Our Team See Our Approach
The Hospitality Risk Profile

Where reputation risk meets legal risk

A sensitive employee matter can consume property leadership’s attention through interviews, documentation, and follow-up. Experienced outside support adds capacity while the property continues serving guests.

$1.2M
Paid by a hotel and casino operator in 2025 to settle an EEOC sexual harassment lawsuit
Coworker and supervisor conduct that management knew about and failed to address.
Source: EEOC v. Nevada Restaurant Services (2025)
Third-party
Guest harassment of staff creates employer liability when ignored
The response depends on the facts and applicable law.
24/7
Operations means harassment can occur on any shift, in any department
Coverage gaps become liability gaps.
What's Different About Our Program

Built for 24/7 operations and third-party risk

Management guidance, accessible reporting, thorough investigations, and organized records work together to support your team’s daily decisions.

Department-Specific Training

Training reflects the situations staff and supervisors encounter across a property. Ongoing consulting helps managers apply that training to write-ups, employee concerns, and termination decisions.

Guest Harassment Protocols

We help document reports involving guests and support management in reviewing the response. Property leadership retains operational and safety decisions, with counsel involved where legal advice is needed.

Phone, Email, and In-App Reporting

Employees have phone, email, and in-app options to raise concerns outside their immediate management chain. Reports create a documented starting point for thorough investigation and follow-through.

Multi-Property Consistency

Shared reporting and documentation practices help HR and property managers handle concerns consistently. They also reduce the time spent reconstructing what happened across shifts and locations.

Our Process

Establish the relationship. Keep the support in place.

We set up your program once, investigate complaints that come to us thoroughly, and engage proactively each quarter.

  1. 1

    Establish the Program

    We learn your operation, review existing policies and records, and establish reporting and communication procedures with your team.

  2. 2

    Connect Your Team

    Employees can report by phone, email, or in the app. Managers know where to turn for guidance before a write-up, difficult conversation, or termination decision.

  3. 3

    Handle Issues Thoroughly

    When a complaint comes to us, we investigate thoroughly, document the relevant facts, and support follow-through. Your leadership retains employment decisions.

  4. 4

    Stay Engaged Each Quarter

    Proactive quarterly engagement keeps the relationship active. We discuss emerging concerns and business changes, with ongoing consulting and EEOC response support when needed.

FAQ

Common questions

How do you handle guest-employee harassment incidents?
We receive and document the concern, gather relevant accounts and records, and support management’s review of the response. Your property team handles immediate safety and operational measures; our workplace investigation and consulting support help establish the facts and document follow-through.
What about boutique vs. branded property operators?
We serve both. Branded properties (Marriott, Hilton, Hyatt franchisees) layer our program on top of the franchisor's compliance requirements. We coordinate, we don't conflict. Boutique and independent operators get the full program without the franchisor overlay. Either way, the program is property-specific.
How does this work with our existing security team?
Your security team remains responsible for its operational role. We coordinate relevant incident information with authorized contacts and support the workplace investigation, documentation, and management response. Counsel provides legal advice when needed.
What about resort properties with on-site events, weddings, conferences?
Events can involve employees, temporary staff, guests, and vendors. We help managers address reporting, documentation, and employee concerns in that setting, and investigate complaints that come to us thoroughly.
Can you handle properties in multiple states?
Yes. We help coordinate training, reporting, and documentation across locations. Applicable requirements depend on the jurisdiction, workforce, and type of operation; we review those factors during onboarding.

Put experienced support to work for your team.

Tell us where employee matters are taking time or creating uncertainty. We will explain how ongoing management guidance, investigations, and documentation support can help.

Talk With Our Team Call 866.240.6618
Multi-State Operations

Operating in more than one state?

Training mandates stack by jurisdiction, with different thresholds, durations, and renewal cycles in each one. Our matrix covers seven mandate states, three city and district overlays, and Texas, with the statutory citation for every requirement.

See the mandate matrix