University of Santo Tomas - Hotel Safety and Security (PDF)

Chapter 3 Security Management in Tourism and Hospitality Ms. Kathrine Camille Nagal, MBA Facilitator  Intended Learning Outcomes At the end of this training the participants are expected to: Maintain the security of people, premises, property and information system; Formulate risk...

Chapter 3 Security Management in Tourism and Hospitality Ms. Kathrine Camille Nagal, MBA Facilitator  Intended Learning Outcomes At the end of this training the participants are expected to: Maintain the security of people, premises, property and information system; Formulate risk management plan on security applicable to tourism and hospitality business operations.  Presentation Outline 1. Types of Security in hotels 2. Security Measures adopted by hotels 3. Information/ data Management 4. Security Crisis Management Plan  Element 1. Types of Security in hotels TYPES of SECURITIES IN THE HOTEL Physical Security of Aspect of the People Security Security Of Systems And Machineries  It mainly covers the internal and external Physical Aspect of Security security of the guests and the staff of the hotel. INTERNAL Security issues inside the hotel theft, proper lightning, fire safety and even tracking the unwanted guests EXTERNAL covers issues to minimize the incidents inside and outside the premises of the hotel proper manning of security guards in the hotel, proper fencing of the pool area and even the installation of CCTV (Closed circuit television) cameras within the campus of the hotel Security of the People Encompasses security of hotel staff and guests. The security of guests is of prime importance as it can affect the business and operations of the hotel. STAFF MEASURES Effective recruitment /selection, identification of staff, checking previous records of the staff with previous employers GUESTS Guests room security, wide angle door viewer, night torches, chain on doors Security of the Systems and Machineries In hotels, there are very expensive equipment's which are used during daily operations. RECORDS Missing or misplaced items should be made and regular physical inventory MAIN SYSTEM ROOM Locked when not in use to avoid the important information to be accessed by the unwanted people  Element 2. Security measures adopted in hotels SAFETY AND SECURITY MEASURES CRIME MAN SAFETY AND MADE SECURITY TERRORISM HAZARDS MEASURES NATURAL DISASTERS SAFETY AND SECURITY MEASURES Public area security Security of Guest room the system locking with equipment’s HOTEL SECURITY Security Measures Adopted By the Hotels Key Card Locks Emergency Power Security Guards Emergency Manual Defibrillation Units Employee Photo ID Security Cameras / CCTV Cameras In Room Safes Fire Alarms Guest Elevators 1. Key Card Locks 1. Efficient key card locking system (Electronic Locking System) which should be directly interfaced with the Property Management System of the hotel so that guest room access can be supervised. 2. Security Guards Well trained security personnel (Night & Day)- security measures Proper Security Equipment's and gear Anticipate movements of each and every guest whether inhouse or an outside visitor to the hotel. 3. Defibrillation Units Defibrillation units should be deployed among police and all the emergency communication managers in the hotel 4. Security Cameras / Cctv Cameras Adequate provisions of security cameras / CCTV cameras (external and internal premises) Cameras should be linked up with the Property management system of the hotel. Link is required between cameras and motion detectors. Biometric readers like hand key reader or face recognition system 5. Fire Alarms Fire is a common emergency situation in the hotels. Installation of smoke detectors and fire alarms in each guest room and corridors The hotel staff should be well trained with the firefighting equipments. 6. Emergency Power Provision of emergency power in case of electrical outage to provide uninterrupted guest services in the hotel. 7. Emergency Manual Hotels should have an emergency manual Detailed operations and working event of various sorts of emergencies in the hotel.  All the employees should be provided 8. Employee with a photo ID Photo ID ID’s should be worn during their work shift so that they can be easily identified by the guests. 9. In Room Safes In room safes should be allocated in each guest room for the guests which can be easily operated using a secret password to keep and secure their valuables. Front desk of the hotels should have a safe deposit vault in which the guests can secure their valuables. 10. Guest Elevators Should be interfaced with the room electronic locking system Room card key will lead the guests to the floor on which he is staying in the hotel. Extra Security Measures FEMALE and WOMEN GUESTS 1. Mirrored walls of the guest room floor / corridor 2. Well lit public areas like lobby, bars, swimming pool and parking place 3. Valet parking services to avoid the need of a female guest to enter the parking area 4. Assigning rooms closer to the elevators 5. Assigning room to the female guest on a special executive floor with a security guard manned for 24 hours a day. SAFETY AND SECURITY MEASURES FO SD CRM SAFETY AND SECURITY MEASURES Healthy And Improve their business Generate maximum revenue Positive Guest Less issues or complaints Relations Minimum or no damage Safety and Security Measures Efficient Updated Customer Relationship Management BROWN (2017) Different things to different people depending on the working environment. MEHTA (2010) Alignment of incentives and metrics, deployment of knowledge management systems, tracking customer defection and retention levels and customer service satisfaction levels are other contributions of CRM Technology. Customer Relationship Parvatiyar (2010) Management strategy that can help them to build long lasting relationships with their customers and increase their profits through the right management system and the application of customer focused strategies. The CRM helps the hospitality firms to customize the products and services according to the customer’s expectations in return of which the perceived value gets improved. Customer Relationship It is a vital duty of the management of the Management hotel to ensure that the guests receive no external or internal threats in the hotel resulting in comfortable and pleasant stay for the guests. Hospitality Industry and the CRM The hospitality industry is a service sector which largely LOYALTY depends on the relationship of the hotels with its customers. PATRONAGE The Customer Relationship Management is a technique or a business strategy to COMPETITIVE select the most valuable ADVANTAGE customer relationship. Hospitality Organizations Provide lucrative offers and packages MANAGEMENT Investigate the buying patterns and their post sales experience REPEAT GUEST Service delivery process(output) FIRST TIME GUEST Guest expectation Emergency Situations BOMB THREAT EMERGENCY SITUATION FIRE THREAT EMERGENCY SITUATION DEATH OF AN IN-HOUSE GUESTS IN THE HOTEL ACCIDENT EMERGENCY SITUATION THEFT EMERGENCY SITUATION ILLNESS AND EPIDEMICS EMERGENCY SITUATION HANDLING DRUNKEN GUEST 1. Bomb Threat Emergency 1. The hotel should tie up with the Situation local police authority and follow their instructions. 2. The person who receives the call should take complete details of the situation and should even try to note down the voice and accent of the person calling regarding a bomb threat. 3. Immediately the hotel should inform the anti bomb squad and should defuse the bomb after locating the place where it is planted. Fire is the most common emergency 2. Fire Threat Emergency situation which could break in the Situation hotel at any point of time. Kitchen Or Faulty Wirings Staff and fire brigade should be immediately informed. Fire extinguisher should be used. Supply of Electricity and Gas (OFF) 3. Death of an In-House 1. Report directly who informs the General Guest in the Hotel Manager and the Security Manager. 2. Police authority and the hotel doctor is summoned to confirm the death of the guest. 3. Residential address of the guests is also identified and the relatives are informed. 4. Once confirmed the death, the police has given the permission to remove the dead body. 5. Death certificate and report is prepared (Time, room # and details) 6. Guest room is locked and sealed. 7. Cleared- room is opened and spring cleaned and can be resold again after the approval of the local authority 4. Accident Emergency Situation Accidents can take place in the hotels at any point of time due to faulty stairs, ramps, balconies and even due to the parking places. The hotels should ensure that handrails, non slip surface should be used while framing the architecture plan for the hotels. 5. Theft Emergency Situation Front desk is having cash with them so there is also possibility of theft. To discourage theft, front office should inform the guest to deposit their valuables in the safety deposit locker. 6. Illness and Epidemics Emergency Situation There should always be a Doctor on call/ available Guest suffering from any kind of problem he /she shall be given treatment as soon as possible. 7. Handling Drunken Guest A drunken guest may disturb other guest. Drunken guest should be escorted to an isolated area like back office. Hotel staff should calmly handle the situation. Reference https://www.privacy.gov.ph/implementing-rules-and-regulations-of- republic-act-no-10173-known-as-the-data-privacy-act-of-2012/