1/2. HOTEL SECURITY & SAFETY

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1 1/2. HOTEL SECURITY & SAFETY Providing security and safety in a hotel includes protecting people guests, employees and others- and assets. Each hotel should develop it s own need-based security program keeping in mind the legal requirements and implications that prevail. To make the hotel a safe place for guests and employees, hotel management must pay attention to both SECURITY and SAFETY aspects with regard to prevention of a situation and if it occurs, then to develop procedures to deal with it in an appropriate manner. I. SECURITY aspects usually include security of physical assets, security relevant to persons both guests and hotel staff and security of systems II. SAFETY: Safety aspects may include: A. Fire prevention and control B. Accident prevention-guests & employees C. Dealing with sickness or death of guests III. Lastly, the hotel needs to have clear cut policies concerned with dealing with other situations that may occur from time to time. I. SECURITY IN THE HOTEL : Security in the hotel may cover the following aspects: i. Physical aspects ii. Security aspects of persons iii. Security of systems i. Physical aspects are further divided into: a. Internal security b. External security a. Internal security may include: * Guest rooms & Guest property * Public areas * Hotel assets These may, in turn, include: Prevention of theft -hotel and guests property- using safe deposit lockers, ensuring key control, etc. Dealing with bomb threats Prevention of personal damage or assault to guests and staff Robbery b. External security may include: protection of hotel from vandalism. ii. Security aspects regarding persons: a. Employees: management needs to have effective procedures of recruitment, adequate reference checks, etc. to ensure the recruitment of the correct employees; having proper procedures for handling keys, trash and a gate pass system for dealing with hotel property taken out of the hotel; locker inspections, periodic stock checks, staff training and awareness programmes and other similar steps to ensure security consciousness amongst employees. 1

2 b. Guests: taking care of scanty baggage guests, ensuring access of rooms to the legitimate guests only; providing various security measures such as locks and bolts and wide angle door viewer or peephole for them. iii. Security of systems: The term systems mean all means employed in the operations of the hotels, including the procedures, equipment and policies laid down by the management. These should be clearly outlined, explained or communicated and surprise checks, etc. must be carried out from time to time to check their effectiveness. It is important that all systems devised by management must be consistently followed up if they must prove to be effective. ROLE OF FRONT OFFICE IN HOTEL SECURITY IN GENERAL: A security program is effective only when the employees of the hotel participate whole-heartedly. Front office personnel play a vital role. Front office staff, including front desk staff, bell desk staff, door attendants, the concierge and parking attendants have the opportunity to continuously observe whoever arrives at or departs from the premises. Suspicious activities or circumstances involving a guest can be reported to the hotel s security department. Some procedures that front desk agents may use to protect guests and property are: Front desk agents should never give keys, messages or mail to anyone asking for them without first seeing appropriate identification. The agent should never announce an arriving guest s room number loudly to avoid being overheard. Most hotels have a policy that prohibits its staff members from providing information to callers or visitors. Guest room numbers are also not given out. People calling the hotel for the guest may be directly connected to the guest s room without being told the room number. Visitors calling in person on the counter may be directed to use the house telephones to call the guestroom. Front office employees may inform the guests of precautions they themselves may take. For example, front desk agents may suggest that a guest arriving by car should secure all valuables in the car. The bell person taking the luggage to the guest room can explain the features of the guest room, especially the operation of room equipment, the use of access control devices on the doors and windows, familiarize the guest with pertinent security information and point out any notices in the room relating to security. Regarding the guests personal property, the front office may develop a method for ensuring the safety and security of the luggage of the guests. A valet parking attendant should secure all parked vehicle keys so that they cannot be removed by anyone except authorized employees. Front office staff also plays an important role in protecting the hotel s assets collection of payments or even items stolen by the guest. Some security points for women guests in the hotel: Mirrored walls in elevators so one can see who is walking in behind them Well-lit public areas and guestroom floors corridors Issuing of card key/computerized key instead of conventional keys that can be easily duplicated 2

3 Valet parking to eliminate the need to enter a parking garage or basement Upgrading lady travelers to club floors or executive floors even without a reservation, where there is the 24-hour presence of a concierge Assigning rooms near the elevator to do away with the long, unprotected walk down a long corridor Assigning rooms on floors away from the ground floor where unauthorized access is more feasible Preferably not assigning them interconnecting rooms 1. INTERNAL SECURITY MEASURES IN HOTELS (IN GENERAL): Though a hotel is open to the public, it is finally a private property and it can monitor and control the activities of the persons on the premises. Every hotel has it s Security Department that is responsible for most crisis situations. Surveillance plays a great role in most aspects of guest and property protection. Though security in the hotel is the responsibility of the Security Department, it is every ones business. All staff should be security minded and should report anything of a suspicious nature. The slightest hint of a scandal is enough to bring down the reputation of the hotel. ON GUESTROOM FLOORS: A room attendant has access to all areas on these floors including the guestrooms and needs to be doubly careful since many guest belongings are left about. They should be instructed to issue the mastered keys with proper authorization and to keep them safely while in their possession. They should not open doors for guests without first confirming with the front desk. They should keep an eye on all activities and people on the floor and report any guestrooms found with the door open and any keys found hanging in the room door locks. They should not give their master keys to any other person-guest or employee. If any colleague needs the room door opened to carry out any task inside, they should open the rooms themselves and stand by till the job is completed and then lock the room door carefully. All faulty door locks and catches and other security mechanisms in the room should be reported to maintenance immediately. At night all French windows and balcony/patio doors should be locked securely. Special attention needs to be paid to the locking of interconnecting doors after the checkout of guests. Housekeeping should keep a lookout for and immediately report guests having drugs or firearms in their rooms. They should also follow proper procedures for handling lost and found items of the guest while reporting missing or damaged hotel items for recovering costs from the guests. Regular rounds of the floors are also taken by security personnel for checking any irregularities and suspicious people. IN PUBLIC AREAS: In public areas, the security officer moves casually amongst the guests keeping a sharp lookout for shady and suspicious characters. Bellboys also help in recognizing regular undesirable characters and are alert to people with a nervous or uncomfortable behaviour. 3

4 They also tend to remember previous unpleasant guest or those that create problems or even blacklisted guests. Anybody seen carrying firearms in the property should be reported immediately. In the lobby it should be possible for the front desk staff to observe the hotel s main entrance, elevators, escalators and stairways. Strategically placed mirrors can help. Front office staff can also be trained in the procedures for stopping elevators and escalators in the event of an emergency. Closed circuit television (CCTV) can be effectively used as a surveillance tool in multiple-entry hotels. The monitors may be placed in a control center. However, personnel would still be required to monitor the television. Therefore it must be kept in mind that the surveillance equipment is intended to assist the employees and not replace them. HOTEL ASSETS: Employees are physically checked upon their departure from the hotel. Any staff found to smuggle the smallest hotel property or guest belonging out of the hotel is terminated. A proper gate pass or red tag system should be employed for dealing with items of the hotel or guests being removed from the premises with proper authorization. Guestroom keys are most important and the slightest mistake or careless handling may cost one their job. Proper procedures should be laid and followed in the case of key handling. Even guest are expected to return room keys upon their departure. Housekeeping should also follow proper procedures for reporting missing or damaged hotel items for recovering costs from the guests. SPECIFIC AREAS OF INTERNAL CONTROL (Prevention of theft and ensuring guest security): a. KEY CONTROL & PREVENTION OF THEFT: All hotel properties use three types of guest room keys- emergency keys, master keys and individual guest keys. a) An emergency key or grand master key opens all guestrooms even when they are double-locked. These keys should be highly protected and their use should be strictly controlled and recorded. Such a key should never be removed from the premises. b) A master key opens all guestrooms that are not double locked. It should be secured in a designated place for safekeeping and should be issued to authorized personnel only and that after a written record is maintained of identity of individual and time taken and returned. It can be also called a floor master key or a section key depending on the area where it can be used. c) A guestroom key opens a single guestroom if the door is not double locked. This key should be given to a guest after proper identification of the registered guest. Front desk agents should remind guests to return the key at check out. Well- secured key boxes in the lobby and entrance can serve as additional reminders. Some hotels do not list their name, address or room numbers on guestroom keys to avoid tracing back if they fall in the wrong hands. A code number may be stamped on the key in place of the room number. Hotel keys should not be taken from the property at all. 4

5 Many hotels require that all keys be returned to security and placed in a locked cabinet when not in use. Keys issued should be entered in a logbook with such information as the date of issue, time of issue, person taking the key and the reason for issue along with the issuer s name. With the use of PMS, every door opening can now be recorded along with the user identity and the time of access, which improves the implementation and control of the security system. In case of any unauthorized or unlawful use of a key, or any loss or theft, every lock affected should be changed or rotated to another part of the property. Electronic Locking system: This has replaced the traditional mechanical locks with sophisticated computer-based guestroom access devices. a. Centralized electronic locking systems operate through a master console at the front desk, which is wired to every guestroom door. At registration, the front desk agent inserts a key or card into the appropriate room slot on the console to transmit its code to the guestroom door lock. b. Micro-fitted electronic locking systems operate as individual units. Each door has its own microprocessor that contains a predetermined sequence of codes. A master console at the front desk contains a record of all code sequences for each door. At registration, the front desk agent encodes a key/card with the next code in the sequence of the assigned room. The console and each microprocessor must agree on which code in the sequence is currently valid. Most electronic locking systems may provide other guest safety and convenience features such as a do not disturb signal (which in turn deactivates the doorbell). These keys are usually valid for the period of the guest s stay in the hotel. Many of these systems keep track of which keys or cards opened which doors, by date and time, which reduces employee theft. If the guest overstays, this key may be invalid so the same key may have the new time mentioned/ it may be extended or a new key valid for the new time period of guest stay may need to be issued. Note: All electronic keys can be mastered to serve as master keys or section keys or even grand master keys as in the conventional key systems. THEFT OF HOTEL PROPERTY: Take care of scanty baggage guests Guests suspected of stealing hotel property should be charged on the bill for souvenirs Proper guestroom key control Staff lockers check Staff physically checked on departure b. SAFE DEPOSIT BOXES (prevention of theft of guest property): Most hotels provide safe deposit lockers for the use of guests in which they can protect their belongings. Technically, the hotel that provides safe deposit lockers and informs the guest of such 5

6 facility has limited liability in case of theft of the article, since the guest had been informed of the facility and still chose not to avail it. The required notice can be made through postings made in the guest room, the registration card and through the front desk agent registering the guest. Safe deposit lockers or boxes should be placed in an area to which there is limited access and unauthorized guests or staff should not be allowed in the area. They are usually located near the front desk or in a room behind the front office cashier in a secure area. These days every guestroom is provided with in-room safes for the guest valuables. The guest can employ his own code for access. PROCEDURE FOR USING SAFE DEPOSIT LOCKERS covers 2 main steps: Issue of locker Surrender of locker Keys and key control for safes Strict control should apply to the storage, issue and receipt of safe deposit box keys. Even un-issued keys should be kept securely. Two keys should be required to open a safe deposit box- a control key and the guest key. The control key, which must be used in conjunction with the guest s key to open the box, should be secured carefully and kept in possession of employees authorized to access the boxes. It should always be accounted for at each change of shift. Even when more than one guest is using the same locker, there should only be one guest key issued. If a guest key is lost, the locker is drilled open in front of the guest in the presence of a witness and someone from the property. The safe deposit agreement signed by the guest should make it clear that the guest will be responsible for all costs related to the loss of the key. Issue and use of safes by the hotel guest: Access control is the most critical of all safe deposit responsibilities. The identity of the guest must be established before access is granted. Procedure: The guest is usually required to sign a form requesting access; the attendant then compares the signature with that on the initial agreement signed when the locker was issued. (Draw format of Safe Deposit Box Record Card) A personal piece of guest information- date of birth or mother s name - may be included on the initial agreement for the correct identification of the guest if in doubt. The important thing is that whatever procedure is adopted it should be followed carefully every time and for each guest. After identity has been ascertained, the attendant should accompany the guest to the safe deposit locker and use the control key and the guest s key to open the box in view of the guest. The guest may or may not be left alone as per hotel policy but the attendant is never left alone with the guest s belongings. Only the guest should place items into or remove them from the box or locker. When the guest is finished, the attendant should lock the box in view of the guest and return the guest s key. 6

7 Surrender of locker: When the guest relinquishes/ surrenders the box and returns the key, the guest and the attendant should sign a release notice that he has received all the articles that had been placed in the safe deposit box. In cases where space limits the number of boxes available for each individual guest, the guests may have to share lockers or boxes. In this case, each guest s property must be sealed in a container or envelope to keep it separate from the other guest s property. The guest key to the safe deposit locker should be maintained in a secure place and it s use should be recorded in a Safe Deposit Locker Register.(Draw format) c. Unusual access to safes If a guest fails to surrender a box upon check-out, the hotel should send the guest a registered letter requesting surrender of the box. If the guest does not respond within the appropriate time limit, the hotel should dispose of the contents of the box in accordance with hotel policy. If a guest mails the key to the hotel, the hotel should secure the key and ask the guest to sign a release. If the box is found to contain property, the guest should be requested to personally remove the contents and surrender the box, or forward a power of attorney for the guest s representative to do so. Under no circumstances should access to a safe deposit box be allowed based solely on telephone or telegram authorization. Proper records /formats should be maintained here as well. (Check format) In-room safes: These days, nearly all hotels provide in-room safes for the use of the guest. The guest can use his own personal code for operating this during his stay. There is a master override for the code in case the guest forgets the code or forgets to unlock the safe on his departure from the hotel. c. LOST AND FOUND: The lost and found function is usually assigned to the housekeeping. Nevertheless, most guests contact the front desk for any enquiries. Clear procedures should be developed to deal with such queries and appropriate records should be maintained. Under no circumstances should an article be mailed to the guest without his permission to do so or handed over to anyone other than the guest without proper authorization received from the guest. d. BOMB THREAT OR TERRORIST THREATS: In today s political climate nearly every public area or institutions is open to being a target for terrorists. This danger is even more so in hotels that cater to VIPs. Very often such hotels would be closely working and consulting with the local police for their security arrangements. In particular, staff would be expected to keep their eyes open and to report anything of a suspicious nature. All areas should be regularly patrolled and anything or any one of a suspicious nature should be reported to security. 7

8 All public areas should be checked and locked if possible when not in use such as banquet rooms, banquet floor restrooms, etc. baggage and other items that enter the hotel must be checked and kept securely. In the evenings all rooms and public areas windows should have the curtains closed to protect privacy and for safety of the residents. The chief threat is the telephoned bomb warning. Even though these could be hoaxes, they cannot be taken lightly. Usually the telephone operators are the ones handling calls and they should be trained to handle them correctly. HANDLING A BOMB THREAT CALL: There are two essential requirements: The caller should not be interrupted, and his words must be written down exactly. As soon as he is finished, you should write down as many details as you can remember about the caller s voice, mannerisms, accent, background noise, etc. Avoid decorating or exaggerating the facts. A standard form (Draw format of Bomb Threat Checklist) could be used to assist the operator. The general manager must be alerted and the police dept. will have to be informed. Duties and responsibilities of various staff involved in the emergency procedures to be followed must be clearly outlined and followed up. The front desk will usually act as the centre of information for guests and employees. Depending on the advice from the police, the hotel may or may not have to be evacuated or a certain area of the hotel may have to be evacuated. In the extreme case that a bomb does explode on the premises, there should be a plan that includes the route for evacuation, procedures for emergency medical aid, and evacuation of the injured to a medical facility. The management must also have a plan for dealing with the debris removal and repairs to return the hotel to operational status. This may only be possible after receiving clearance from the police after they have finished their investigations. The front desk may serve as the command center in the event of any emergency, summoning onpremises security staff or the local police. Front office staff should: React quickly and efficiently Remain cool and calm Avoid panic Follow standard emergency procedures such as, those mentioned above and use any documentation necessary for notifying management and contact guests informing them of what precautions to take and how to behave in an emergency (as prescribed in the procedures laid down by management) e. ROBBERY Armed robbery is a possibility since a hotel has some cash on the premises. Front office staff should respond as reasonably as possible. They should not make any sudden movements and should comply with the robber s demand. They should not do anything to jeopardize their lives or those around them. They should remain quiet unless directed to talk, keeping hands in sight and not attempt to disarm the robber or use a weapon. 8

9 A secret silent alarm may be installed in the cashier s desk that is operated when a certain packet of bills is removed. The staff may make careful note of the robbers and their mode and direction of getaway or even a license plate in order to report it to the police, but very unobtrusively. The police may be notified as soon as it is safe to do so. f. PROTECTION OF THE GUEST FROM PHYSICAL ASSAULT should cover: Efficient key control Providing door chains or safety chains that operate efficiently Providing wide angle door viewer, deadbolt locks, double locks, night light, etc. in the room Regular room checks to ensure unoccupied rooms are undisturbed Investigation of reports of peeping toms Explaining the location and operation of security systems provided in the guestroom to the new guest Checking the locks on interconnecting doors when rooms are assigned to individual guests 3. EXTERNAL SECURITY: The measures used for achieving external security in general may involve: proper lighting of the perimeter and outside of the building/s proper fencing of the building planting of shrubbery along the perimeter of the building manning of all gates and entrances to the property and building/s fixing and monitoring of surveillance equipment External security may also include the prevention of vandalism or damage to hotel building property and premises by miscreants (including writing graffiti on the premises). Preventive steps to be taken against vandalism are: Blacklisting of all guests known to have caused problems Scheduling of regular patrols in and around the building Requesting damage deposits from guests Regular inventory checks Reporting any occurrences of vandalism to the supervisor immediately Report any faults immediately to maintenance to avoid damage through force used on doors, etc. such as kicking the door when not opening easily, by guests or staff. In extreme situations when things get out of hand front office should immediately inform security and the main door should be closed. The police may have to be called with the permission of the GM or FOM in dire situations. NOTE: The important thing to remember in any unusual situation is that a report of the event/situation has to be submitted by each department involved so that the management may be able to keep the records and use these to assess the situation, the actions taken, the burden of responsibility and ensure such steps that will prevent or reduce the occurrence of such events in the future. Assignments for journal & class discussion: (Use reference books, eg. Hotel Front Office Operations & Management by R. Tewari, etc. for further information and formats.) 9

10 Q1. How would you deal with the following situations? Please state in steps. a. An in house guest complains that he cannot find his Rolex watch he left on the dresser while he was out. b. The room attendant is cleaning an occupied room and finds a roll of foreign currency under the pillow. c. A report is received from room attendant on the floor that room 305 is checking out and is settling his bill at the front desk and there is a table lamp, worth Rs. 3000/-, missing from the room. d. At the F&B service area you notice an unknown person hanging around. e. The guest checking in has a woman with him who seems to be of suspicious nature. f. The guestroom key is found hanging in the door keyhole by the room attendant. g. A guest approaches you (hk attendant) on the guestroom floor claiming his key is with his wife who has gone out shopping, so could you please open his room? Q2. Explain the Lost and Found procedures followed by a hotel. Q3. Draw formats of: i. Safe Deposit Locker Register ii. Safe Deposit Box Record Card iii. Accident/Incident Report Form iv. Bomb Threat Check List v. Lost & Found Form and Register vi. Key Control Register ********** 10