CH&LA Lodging News Jan/Feb 2018

2 2018 Board of Directors 5 Cleaning and Sanitation Requirements in Guest Rooms for Glasses and Utensils 7 The 3 Smartest Actions to Improve Your Customer Satisfaction Score 8 Hotelier Profiles: Rosalba Gutierrez & Carl Holmes 11 2017 Stars of the Industry 17 So One of Your Rooms Has Bed Bugs, Now What 20 Time to Prepare for New Regulations—The Clock is Ticking 22 Upcoming Events 23 CH&LA Marketplace 28 The CH&LA Team & Partners OUR MISSION CH&LA is the indispensable resource for communicating and protecting the rights and interests of the California lodging industry, for providing educational training and cost-saving programs for all segments of the industry, and for supporting strategic alliances to promote the value of California tourism and travel. 5 17 11 TABLE OF CONTENTS LODGING  NEWS January/February 2018 ON THE COVER Rosalba Gutierrez Housekeeper, Hyatt Regency Sacramento The cover photography was taken by Eliza Russo www.elizarusso.com