Hotel Safety and Security Procedures PDF

III. SAFETY AND SECURITY OF GUESTS, EMPLOYEES AND ASSETS A. IMPORTANCE OF A SAFETY AND SECURITY SYSTEM 1. Guest, hotel staff, pests, food poisoning etc.: Protection from crimes such as murder, abduction and health hazards from outsiders 2. Staff: Providing staff lockers, insurances,...

III. SAFETY AND SECURITY OF GUESTS, EMPLOYEES AND ASSETS A. IMPORTANCE OF A SAFETY AND SECURITY SYSTEM 1. Guest, hotel staff, pests, food poisoning etc.: Protection from crimes such as murder, abduction and health hazards from outsiders 2. Staff: Providing staff lockers, insurances, health schemes, provident funds etc. Protective clothing, shoes, fire fighting drills, supply of clean drinking water use of aqua guards, sanitized wash rooms etc. A. IMPORTANCE OF A SAFETY AND SECURITY SYSTEM 3. Guest luggage: Secure luggage store rooms and proper equipment such as luggage trolley and bell hop trolley should be provided. 4. Hotel Equipment's: Lifts, Boilers, Kitchen equipment, furniture fitting and building etc. must be protected and for these the Safety and Security should cover up fire safety equipment, bomb threat security system, water floods security system, earthquake security system , safe vault safety and security system etc. A. IMPORTANCE OF A SAFETY AND SECURITY SYSTEM 5. Protection of raw materials, goods, provisions and groceries etc. For this the safety and security system should cover proper storage and pest control systems, apart from the application of total material management system. 6. Protection of Funds: Only one person should have access to each cash bank and each bank should be in a separate drawer. All transactions should be recorded immediately. The cashier should close the cash register drawer after each transaction. Cashiers should complete transaction in process before changing currency into different denominations for the guests. Each change request should be handled as a new transaction to avoid confusion. A supervisor or a member of the accounting division should occasionally conduct an unscheduled audit of front office cash registers. The hotels should have a policy that states where employees should place cash during a transaction. B. TYPES OF SECURITY 1) Physical aspect is divided into two parts: a. Internal security Against theft Fire safety Proper lighting Safeguarding assets Track unwanted guests B. TYPES OF SECURITY b) External Security Proper lighting outside the building Proper fencing of the building Fencing of pool area to avoid accidents in the night Manning of service gates to restrict entry Fixing of closed circuit TV cameras 2) Security aspects of persons a. Staff Effective recruitment and selection Identification of staff Key control Red tag system Training Locker inspection b) Guests Check scanty baggage guests Guests suspected of taking away hotel property should be charged according to hotel policy  Guest room security: i) Provide wide angle door viewer, dead bolt locks, night torch, chains on doors etc. ii) Employees should be trained to not give any information about in-house guests to outsiders. iii) While issuing a duplicate card key ask for identification if in doubt of the guest. iv) Housekeeping staff should never leave keys expose on unattended carts in corridors 3) Security aspects of systems The term system implies the operations of the hotel. Systems procedures and policies if followed properly shall safeguard the assets and increase life span of equipment as well as avoid any breakdown maintenance. This would mean the following: Fix duties and responsibilities: Make surprise checks Staff who have access to liquid assets should be made to sign a bond so that in case of theft the concerned person can easily be caught Hiring of some independent security company to check the security system of the hotel Record of all losses and missing items immediately Inventory control should be proper Auditing should be done on a regular basis Proper system for cash disbursements should be made 10 important Safety and Security measures necessary in hotels: 1. Key Card Locks: Guest room locking systems these days include punch and magnetic key cards which have locks with flash memory and other functions. The system can directly be linked with PMS. 10 important Safety and Security measures necessary in hotels: 2. Security Guards: Trained security guards working 24-hours every day to provide the best in safety and security for the guests. 10 important Safety and Security measures necessary in hotels: 3. Security Cameras: Security cameras with digital technology, intelligent access central system, software interface with CCTV for matching undesirable visitors and criminals, along with metal detectors, and spy cameras and use of biometric readers like hand key reader or face recognition system etc. 10 important Safety and Security measures necessary in hotels: 4. Fire Alarms: Smoke detectors and fire alarms in each guest room and throughout the entire complex that is monitored 24 hours a day, 7 days per week that pinpoints the exact point of the alarm allowing our security staff to respond immediately to the area of any alarm condition. 10 important Safety and Security measures necessary in hotels: 5. Emergency Power: Provision for emergency power in case of a power cut to provide uninterrupted guest service. 10 important Safety and Security measures necessary in hotels: 6. Emergency Manual: Hotels maintain an emergency manual, detailing exits and help in the event of a variety of emergencies. 10 important Safety and Security measures necessary in hotels: 7. Employee Photo ID For added security, some hotels have employees wearing a photo ID nametag allowing quick identification. 10 important Safety and Security measures necessary in hotels: 8. In-Room Safes: In addition to the safety deposit boxes offered by most hotels at the front desks, some hotels provide in-room guest safes capable of holding a lap-top computer that use the guest’s own credit card as the key. 10 important Safety and Security measures necessary in hotels: 9. Defibrillation Units: A life saving device in case of heart attacks, defibrillation units are starting to be deployed among police and emergency personnel across the nation.  Bomb threat security: Security nets and body searches for guests not known to the staff. Banqueting suites and other non-public areas should be security checked and locked after use. Goods received and bags should be checked and kept tidy. If a bomb threat is received via telephone, the telephonist should note carefully what exactly is said, the time of the call received, the accent of the caller and background noise if any. After the alert the GM should stay put in the lobby where he can be reached easily. Duties and responsibility of staff during an emergency should be well-defined. The hotel should work closely with the police to keep them updated. Safety and Security measures for women hotel guests Mirrored walls of the guestroom floor elevators so that you can see who is walking behind you. Well-lit public areas such as lobby, bars etc. Valet parking services to avoid the need of a woman to enter the parking lot. Assigning rooms closer to the elevator. C. SAFETY ISSUES It is the management’s duty to ensure “safety” in several areas, such as: The structure itself Installations and fixtures (check electrical, plumbing, air-conditioning and other installations) Public and work areas (e.g., slippery floors, hazardous obstacles in traffic areas), safety of furniture, equipment, appliances, and utensils.  This is followed by: Health safety Good quality air Food safety An important “preventive measure” is eliminating the possibility of communicating contagious diseases. Culinary staff who cut themselves accidentally at work, have to immediately stop handling food, There are also some basic “dress” requirements for staff. D. FIRE IN HOTEL 1. Smoking Smoke only where allowed. Put out cigarettes in the right place. Sufficient ash trays should be provided in eating places and in rooms, but away from curtains and draperies. Educate the guests about fire possibilities due to smoking. 2. Defective wiring, faulty appliances and motor and worn out insulation. Such hazards should be immediately reported to the concerned person and such equipment should be immediately repaired. 3. Laundry Areas. Care should be taken to see that none of the electrical equipment is left on after use 4. Gas leaks. Precautions should be taken against this especially in kitchen areas. 1. Combustible waste: Combustible material should never be left near the boiler room 2. Kitchen: All equipment such as chimneys, exhausts, ventilators, grills, hoods etc. which collect a lot of fume vapor and catch fire easily should be cleaned regularly. 3. Elevator shafts: These require constant check and inspection. Cigarette butts can ignite the debris and oils that gather at the bottom of elevator shafts.  Types of Fire and fire extinguishers: A. TYPES OF FIRE Class A Fire- It is the fire of wood, paper, linen and similar dry materials. They are extinguished by cooling and quenching effect of water.  Types of Fire and fire extinguishers: Class B Fire These include fires of oil, gasoline, grease and other petroleum product. These fires are extinguished by blanketing the source of burning substances and eliminating the supply of Petroleum products is lighter than water and will float on water and continue to burn and spread by means of flowing water to other section of the building.  Types of Fire and fire extinguishers: Class C Fire These are the fires of pressurized gases. For e.g. L.P.G., most of the gases are lighter than air but L.P.G. is heavier than air. Water is not to be used for this class of fire.  Types of Fire and fire extinguishers: Class D Fire These are fire of metals having low burning temperature for e. g. Na, Mg etc. This class of fire does not exist in the hotel.  Types of Fire and fire extinguishers: Class E Fire These are electrical fire. Electrical fires are usually blanketed and cooled down. Water is a good cooling agent but it also conducts electricity, so it is not used to control or extinguish this class of fire. B. SYSTEM OF FIRE PROTECTION 1. Portable fire extinguishers Soda acid fire extinguisher It is used for class A fire. The extinguishing agent is H2O.The fire extinguisher is a cylinder type of pan in which a rubber or flexible hose is attached to the top. CaCl2 fire extinguisher It is also used on class A fire.. CaCl2 is a salt which when added to water form brine which has very low freezing temperature.  Foam type extinguisher- It is used on class B type of fire. The extinguisher is charged with special chemical (Al2SiO4), the chemical spread on the burning material and the solution, blanket the fire by excluding O2. CO2 fire extinguisher- It is used on C, D and E class of fire. The CO2 types spray a chemical fog towards the fire. The fog quickly excludes the O2 from the burning material and blanket the combustible material. D.C.P. extinguisher- It can be used on C, D and E class of fire. The most common extinguishing agent is sodium bicarbonate or plain baking soda. The extinguisher is charged with the dry chemical and a small tank of CO2 gas. 2. Stationary fire fighting system Automatic sprinklers-It is generally mounted just below the ceiling height with a temperature detector or smoke detector, attached with each sprinkler. Fire Hose System-It is a semi portable system. In this system the fire hose box is permanently located but the flexible hose can be moved to various distances throughout the building. E. HANDLING EMERGENCY SITUATIONS 1) Death of a guest in the hotel : Once the information comes to the front desk it should directly be reported to the front office manager. The front office manager will then report it to the GM or resident manager The security manager should also be informed immediately The police is informed and the hotel doctor is summoned who will check and confirm the death  Meanwhile the hotel will locate the residential address of the deceased and will inform the relatives. Once the police complete all formalities and activities and gives the permission, the dead body is fully covered and then removed from the room on a stretcher. For this purpose the service elevator and not the guest elevator is used A death certificate is obtained from the doctor  A report should be prepared as to who informed of the death, time,, room number and date of death. In case there is any luggage of the deceased in the room a list should be prepared and the luggage should be kept in the luggage room and the person performing this activity should sign this report The guest room is locked and sealed. After obtaining clearance from the police the room is opened and thoroughly disinfected and spring cleaned and only after permission of the police and subsequent permission of the GM or resident manager the room should be sold. Some important facts to be kept in mind are: Do not enter the room alone always take the lobby manager and security officer with you In case you are aware that the deceased was under the treatment of a specific doctor, the same should be called instead of the hotel doctor. His physician will also be helpful in knowing and notifying the incident to the relatives and people known to him Do not disturb the body or touch anything before the arrival of the police as this may be a murder or suicide case. 2) Handling accident cases: A knowledge of first aid would come very handy in such situations. In general the following points should be taken care of Remove the person who has met with accident from the site of accident {as early as possible and take him to a more comfortable area, use a stretcher in case the need be. Call the doctor and if possible give him the details of accident and gravity of the accident.  Take someone along with you to the site of the accident as you may need help Keep alert you must serve the victim immediately by providing first aid Try to protect your establishment from any false allegations Prepare a full report of the whole accident giving details of the date and time who reported the incident, room no., site of the accident etc. Also make your comments as to the reason of the accident and how could it have been prevented and what action is to be taken to avoid the same in the future. The accident book: An accident book is usually maintained in all organizations and the receptionist should record all details of accidents which have occurred to employees whilst carrying out their daily activities. The book must be kept in a place easily accessible by any injured person or a person bonafide Particulars of an accident may be entered here in either by the injured person himself or by a person acting on his behalf  The accident book when filled up should be preserved for a period of three years after the date of the last entry Every employer is required to take steps to investigate the circumstances of the accident recorded and if there happens to be any discrepancy between the circumstances found by him and the entry made, he is required to record the circumstances so found. 3) Situation of Theft: a. Theft by employees of the hotel can be avoided by: Work business and personal references should be checked before the employee is hired. A detailed record of all employees who enter the guest room such as chamber maids’ bellboys room boys’ maintenance etc. All hotel keys should be returned to the department concerned and no employee should be allowed to take keys out of the hotel’s premises. b. Damage of hotel property by the guest can be avoided by: The hotel staff should identify the main cause for the damage. If the damage is appears to be done intentionally the hotel can ask the guest to pay compensation for the same. For this it is necessary that the front desk is well versed with the cost of the damaged item. c. Theft of hotel property by the guest: Installing automatic locks on the guest room doors Appointing a security officer who would walk and take rounds at regular intervals Inform guests to use the safe vault of the hotel and not to keep valuables in the guest room Keep a watch on walk in as their likelihood of being a thief is more as compared to a guest who has undergone a process of making a reservation in the hotel  Avoid giving room numbers of resident guests to visitors or over the telephone callers. In case the guest loses his key and asks housekeeping to open the room door for them, HK should direct them to front desk Master key should be kept under strict supervision and control d. Theft by outside visitors can be avoided by: Being aware of suspicious persons Regular and irregular schedule of vigil and security rounds Stagger lunch and rest periods of employees so as to keep one person on duty on each floor at all times Instruct eh telephone operator not to connect calls to the guest room incase the request is made by the caller by room number. Guest should be informed to keep the balcony door closed to avoid anyone entering the rooms from the balcony Closed circuit televisions should be used 4) Situation of illness and epidemics: The receptionist may be called for assistance during sickness of a guest. Patient should be advised to consult the house physician but in case the guest has his own physician the same should be called. Housekeeping needs to be notified about the sickness and instructions if any If the case of serious sickness, the guest should be moved to a nursing home During epidemics all precautionary measures especially in food and beverage service area should be followed. 5) Handling a drunk guest : The guest should be removed from the lobby as early as possible but being careful not to irritate/offend him. Preferably taken to the back office or to his room. If he behaves unruly, the hotel security must be called. Safe deposit facility in the hotel for security of guests’ valuables: It is the responsibility of management to develop and maintain proper safe deposit procedures for its property.  If this facility is available for guests, notices regarding it should be put up in various conspicuous/noticeable places in the hotel and also should be mentioned to the guest. Safe deposit boxes should be located in an area, in vicinity of the front desk and which has limited access. Front office staff should be well-versed with the procedures regarding safe deposit boxes. At any point of time there should be only one key issued for each safe even if more than one person is using the safe.  ASSIGNMENT 1. Why is it important for an hotelier to examine all the cleaning equipment to be used in the hotel operation? 2. How do you maintain the cleaning equipment in a hotel? 3. What are the considerations should be made while buying equipment. Thank You