Chapter 14 - Security

Chapter 14 - Security
Introduction
(Refer to # 6)
http://www.hotelonline.com/News/PR2006_1st/Mar06_BenchmarkTrends.html
http://www.hotelonline.com/News/PR2006_1st/Feb06_PlannersRisks.html
http://www.hotel-online.com/News/PR2001_4th/Oct01_CrisisPrimer.html
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Chapter 14 Focus Points
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Importance of a security department to effective
front office management
Organization of a security department
In-house security department versus contracted
security services
Hotel law
Room key security system
Fire safety
Emergency communication procedures
Employee safety programs
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Frontline Realties
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Frontline Realty – pp. 387,
399, 406
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What would you do?
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Impact of September 11 Attack
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One in three hoteliers fear for the safety of their
properties
50 % of hoteliers had not increased investment in
security
Of those who are increasing security efforts:
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State-of-the-art camera surveillance systems in public
spaces
Conducting more staff security briefings
Hiring extra security guards
Creating security desks
Asking guests for id cards (April 2003)
Copyright © 2007 by John Wiley & Sons, Inc. All
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Importance of a Security Department
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Front office is communication center for
guests.
Proactive role of the security department.
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setting policies in security for guests
organizing safety programs
delivering training programs on safety
preventing emergencies to insure guest safety and
avoid litigation.
Copyright © 2007 by John Wiley & Sons, Inc. All
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Importance of a Security Department
(cont’d.)
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Example of Marriott International’s adoption of
Crime Prevention Through Environmental Design
(CPTED).
Entrances to the building – brightly lit, no hiding shrubs
 Hotel lobbies – visually open
 Guestrooms – electronic locks
 Guest amenities – make it possible for guests to call for
help
 Parking - metal halide lighting with one entrance and one
exit
The Connie Francis high-visibility hotel crime of 1974 as a wakeup call to the hotel industry.
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Copyright © 2007 by John Wiley & Sons, Inc. All
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Organization of a Security
Department
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Figure 14-1 (organization chart for a security
department) p. 384
Review job analysis of the director of security
– p. 385
 Text narrative of the job analysis of a director of security.
 Relate the administrative and supervisory role.
 Note the interaction with various department directors,
employees, governmental officials, and guests.
 Note the hotel’s obligation in the area of guest safety – to
protect guest from negligent or deliberate acts of hotel
employees, acts of other guest, and acts by non-guests
committed on the premises
Copyright © 2007 by John Wiley & Sons, Inc. All
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In-house Security Department versus
Contracted Security Services
Foot patrol – walking the halls, corridors, and outside
property of a hotel to detect breaches of guest and
employee safety
Security escort service – a uniformed security guard
escorting a hotel employee to a financial institution to
make bank deposits, for performing regular hall patrol,
and for maintaining surveillance of the parking garage
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Gap created by contracted security services.
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Fire safety and security equipment maintenance
Record keeping for fire safety and security equipment
Safety committee
Security guidelines for departmental operation
Training programs
Copyright © 2007 by John Wiley & Sons, Inc. All
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Room Key Security
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Campbell v. Womak (1977) - guest expectation of
privacy (p. 390)
Example of eSecure and Gibraltar locks from SAFLOK
Hard-key system – traditional large key that opens a
preset lock with tumblers
Electronic key system – battery powered or hardwired
locks, a host
Host computer – produces new combinations, and
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Maintains master list of combinations
 keypuncher
 key template
 electronic lock with microchip to accept new key and
registering all previous combinations unacceptable
 computer and terminals, keypuncher, and special entry
keycards Copyright © 2007 by John Wiley & Sons, Inc. All
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Room Key Security (cont’d.)
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Hard key vs. Electronic Key system.
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Hard key is less expensive at the time of initial purchase.
Maintenance of hard key and locks, over time, will add up.
Reissuing of hard keys to guest presents security problems.
A new electronic combination for each guest is issued.
Initial investment for electronic system has to be evaluated
over the low cost of replacement of keys and locks and
increased guest security.
An audit of who opened the electronic locks (guest, front
office staff, housekeeping personnel, maintenance staff,
etc.) is valuable.
Copyright © 2007 by John Wiley & Sons, Inc. All
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Room Key Security cont’d.
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SmartCard another version of the electronic key – an
electronic device with a computer chip that allows a
guest or employee access to a designated area,
tracking, and debit card capabilities for the hotel guest
Biometrics – a measurement of uniqueness of a
human being such as voice, hand print or facial
characteristics
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Fingerprint image is converted into digital form by extracting a set
of unique characteristics; abstract data taken from the recording
is then encrypted and stored in the data base as a template to be
later used as a reference for comparison purposes (p. 392)
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Fire Safety
Development of effective fire safety plans.
Interpret and apply municipal fire safety
codes.
Construction materials
Interior design fabrics
Entrance and exit requirements
Space limitations
Smoke alarm installation and maintenance
Sprinkler system installation and maintenance
Fire drill testing
Fire alarm operation and maintenance
Guest expectations of a safe environment.
Copyright © 2007 by John Wiley & Sons, Inc. All
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Proactive - Fire Safety (cont’d.)
 Fire
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Safety Plan
Equip all guest rooms and public areas with smoke
detectors and tied into a central communications area.
Test and maintain smoke detectors (refer to Table 14-1).
p. 394
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Install, maintain, and test fire alarms as required by local
fire code regulations (refer to Table 14-2) p. 395
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Fire Safety Plan cont’d.
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Constantly monitor smoke detectors and fire alarms.
Prepare and post floor plans showing fire exit location
by area (refer to Figures 14-3 (p.395) and 14-4 (p.396)).
Provide instructions for employees and guest on
where the nearest fire extinguishers and fire alarms
are located, as well as procedures for building
evacuation and fire safety procedures (refer to Figure
14-5)(p. 397).
Develop a fire action communication procedure for
front office personnel.
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Fire Safety – Employee Training
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Discuss training programs in fire safety and evacuation.
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Instruct employees on locations of fire exits, fire extinguishers,
and fire alarms, and methods of building evacuations.
Spot-check employees for knowledge of these locations.
Ask for assistance from local fire departments to develop and
offer training.
Instruct guests on fire safety.
Inform guests at time of registration that all rooms are
equipped with smoke detectors, location of nearest fire exit
from guest room, location of a fire extinguisher on guest floor,
and method to report a fire.
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Fire Safety Training cont’d. - Guests
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Encourage guests to
read the fire evacuation
guidelines posted on
the door of the guest
room with enticing
promotions.
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Example – special
coupons attached to
guidelines on door (2
for 1 breakfast, free
newspaper, etc.)
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Fire Safety cont’d. – Panic Control
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Fire Communication Training Plan
 After
a fire report is received,
information on its location is reported
to the fire department.
 Management and security are alerted.
 Guest and employee evacuation
procedures are initiated and organized.
 Prior established procedures on
communications are initiated.
Copyright © 2007 by John Wiley & Sons, Inc. All
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Fire Safety cont’d. – Panic Control
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Front desk clerk will produce a list of occupied guest
rooms. 101, 102, 103, 108, 111, 115, 119, 201, 203, 206, etc.
Inform fire fighters of fire room location, and distribute
duplicate copies of occupied rooms, and location of
children or handicapped guests.
Switchboard operator handles calls from inside and
outside the hotel.
Monitor the security of guest rooms, cash drawer, and
inventory to avoid looting and pilfering.
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Emergency Communication
Procedures
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Embassy Suites disaster incident. (p.400)
Emergency communication plan (non-emergency
situation such as bomb threat, fire in adjacent
building, gas leak, or electrical power outage) as
listed in text.
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Discuss development of the Emergency
Communication Plan (p. 401-403)
Emergency Communications Manager on Duty
Responsibilities of the Front Office
Responsibilities of Other Hotel Departments
Training
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Employee Safety Programs
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Establishing a Safety Committee:
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Discuss the innkeeper’s responsibility in providing a
safe environment “…the innkeeper must
periodically inspect the facility to discover hidden or
latent defects and then to remove or repair those
defects.”
Importance of front line employees’ knowledge of
the details of day-to-day hazards.
Representatives from every department
Discuss management’s participation needed to
carry out long-range plans and clout needed to
implement the procedures.
Copyright © 2007 by John Wiley & Sons, Inc. All
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Employee Safety Programs (cont’d.)
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Notes from a safety committee as listed in
Figure 14-7. p. 405
Department director’s encouragement of a
safety-conscious attitude in employees:
 Through proper operation of equipment
 Through scheduling of adequate staff
during busy time periods
 Through follow-up on requests for
repairs
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Departmental safety training programs.
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Review areas for concern specific to their department.
Develop orientation program to highlight safety.
 Films
 Handouts
 Booklets
Importance of maintaining integrity of regularly
scheduled training sessions with detailed progress of
participants.
Importance of preparing a budget to include funds for
additional labor hours, if needed, to offer training
sessions at off-time periods.
Hospitality Profile – John Juliano pp. 387, 403
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