Course of Study 6. Security Management  Security and its Importance  Security of the Guest and their Property  Security Needs for the Staff and the Property  Common Problems with the Security

Safety and Security  In a hotel Safety involves avoiding those causes of injury and damage that we might call accidental, e.g. slips and falls, cuts, burns, etc. as well as property damages and Security can be defined as the activities involved in protecting a country, building or person against attack or danger  Generally, safety and security is referred to the condition of being safe; freedom from danger, risk or injury  The hospitality industry has long been expected to provide guests with a safe and secure environment

Safety and Security  It has changed from stout walls and barred doors of the travelers inns to the electronic locks, water sprinklers and CCTV  The modern managers therefore must understand safety and security needs in order to enhance the well-being of both guests and employees  Managers can be motivated to address safety and security issues by several factors, including:

Safety and Security  Managers can be motivated to address safety and security issues by several factors, including:  A sense of moral and ethical responsibility for the welfare of guests and employees  Concern with the cost of claims and losses  Corporate policies and procedures  Government regulations  Market issues related to security standards desired by guests

Security  Study shows that factors that motivate guests’ hotel choices, guests ranked security as the third most important factor in their choice of a hotel  A hotel that maintains a high level of security incorporate a mix of facility design and managerial practices  Physical facilities designed with security in mind help restrict unauthorized entries  The lobby is designed to inhibit forced entry to allow supervision of entrances and exits and to provide adequate lighting

Security  Managerial practices that enhance security include:  Procedure to ensure guest privacy  Keeping adequate records to support security related decisions  Training employees to recognize and cope with security related needs  Adhere procedures that enhance the security of the property

Security of Guest and their Property  Certain basics of crime prevention relate to facilities. These include the following measures:  Guestroom doors should self-close lock automatically and should be equipped with bolt locks and peepholes.  Emergency lighting systems should be checked for operation at least monthly.  Exit doors should be clearly identifiable  A key control system should be in effect, with keys inventoried daily.  Locks should be replaced when keys are missing  Adequate lighting levels should be maintained in hallways, parking lots, corridors and stairways  Landscaping should be clean and trim - inviting to guests but not providing hiding places for criminals

Security of Guest and their Property Key Control:  The five R’s of key control  Rationale  Records  Retrieval  Rotation  Replacement

Key Control:  The rationale of the key control system includes the criteria used to develop the keying schedule and to identify who will have what level of access  Key control records involve keeping information about the status of guestroom keys, names of room occupants and others who have access to that room.  Retrieval involves all actions to retrieve keys form guests and employees when they leave the building. Key drop boxes are maintained at exit points and courtesy vehicles. No employees should be allowed to take the keys off the hotel premises irrespective of their positions  Rotation involves moving locks from room to room on regular intervals to maintain security  Replacement involves replacing defective locks or upgrading the locking system

Security of Guest and their Property  Certain basics of crime prevention relate to facilities. These include the following measures:  Guestroom doors should self-close lock automatically and should be equipped with bolt locks and peepholes.  Emergency lighting systems should be checked for operation at least monthly.  Exit doors should be clearly identifiable

Security of Guest and their Property  A key control system should be in effect, with keys inventoried daily.  Locks should be replaced when keys are missing  Adequate lighting levels should be maintained in hallways, parking lots, corridors and stairways  Landscaping should be clean and trim - inviting to guests but not providing hiding places for criminals

Security of Guest and their Property Security Through Information  Guest may be greatly protected if the front office prohibits its staff from providing information related to guests to ad hoc callers/visitors  Front office and especially front desk is the hub of information related to in house guests  Anyone with criminal motive will attempt to seek information from the front desk under different pretext

Security of Guest and their Property  When providing information to outsiders the following points should be strictly considered:  The visitor/caller should always be identified  Always brief about the fire safety and nearest fire exit to checking in guest  Inform guest about the local custom, norms and values related to the guest safety and security  Never announce room number in public  Discourage guest to display room keys while at the public area  Discourage guests to discuss travel plans in front of strangers

Security of Guest and their Property  Each room telephone should have outside dialing access  House phones located in the lobby and hallways/floor corridors should not allow direct room dialing  Anyone using the house phone should go through the telephone operator  Details of the registered foreigner guests must be submitted to the public authority daily and it is obligatory by law

Security of Guest and their Property Security from Suspicious People  Hotel is a public place and therefore appropriate control over the movement of the in-house guests and outsiders within the hotel premises must be constantly monitored  Surveillance plays an important role in most aspects of people and property protection  All hotel employees, especially those who are deployed in the front of the house should be trained to recognize luscious people and situation

Security of Guest and their Property Suspicious people are those who is:  In an unauthorized area  In the wrong place or appears lost  Overdressed for the weather condition  Loitering and/or watching customers and employees  Acting in a disorderly manner that alarms/disturbs others  A repair, utility or delivery person or other “trusted employees” who is out of place  Expressing an unusual level of interest in operations, personnel, equipment or facilities  From contract agency without proper identification, uniform or safety gears