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  1. 1. HAMG 1340-Hospitality Law Safety and Security Security and Safety Issues The Importance Of A Protected Environment Safety And Security Programs: Four-Step Safety And Security Management Method Crimes Against Hospitality Businesses Crisis Management Programs The Importance of a Protected Environment Legalese: Safety Program – Those procedures and activities designed to insure the physical protection and good health of guests and employees. Security Program – Those procedures and activities designed to protect the property or assets of guests, employees, and the business. Crisis – An occurrence that holds the potential to jeopardize the health of individuals and or the business. Crisis Management Power outages Vandalism Arson / fire Bomb threats Robbery Looting Hurricanes Tornados Earthquake Floods Snow Ice Accident / injury Drug overdose Medical emergency Rescue breathing / cardiopulmonary resuscitation (CPR) Death / suicide Intense media scrutiny Adversarial governmental agency investigation Civil disturbance Advantages of Preplanning Improved employee morale. Improved management image. Improved employee recruiting effectiveness. Reduced insurance rates. Reduced employee costs. Improved operating ratios. Reduced penalty costs for violations. Support in the event of an accident. Increased guest satisfaction. Marketing advantages. Reduced likelihood of negative press. Four-Step Safety and Security Management Method Recognition of threat. Program development (response to threat). Program implementation. Monitoring of program results.
  2. 2. Program Development Training for threat prevention. Increased surveillance and/or patrol. Systematic inspections. Modification of facilities. Establishing standard procedures. Significant Elements of a Hotel Security Program Key controls Effective guestroom lock system Proper and adequate training of security staff Guestroom doors with one-way viewers and chain / latch bars Adequate lighting and ongoing maintenance Perimeter controls Employee background checks Employee education Guest safety education Written security policies and procedures Established responses to incidents and corrective action Liaison with local authorities Safety and Security Programs Legalese: Interdiction Programs – An arrangement whereby citizens contact police to report suspected criminal activity before a crime is committed. Program Implementation Safety and Security Departments Safety and Security Guards Safety Committees Law Enforcement Relationships •Regularly scheduled meetings. •Neighborhood business watch programs. •Property safety and security reviews. •Interdiction programs. •Training programs. Establishing an Effective Guestroom Lock Policy Install an electronic locking system. Train ALL new employees on the procedures used to insure key security. Never announce guestroom numbers out loud. Do not allow the room number to be marked directly on the key. Do not identify the hotel with the key. Do not reissue keys to guests without a positive ID check. Do not issue duplicate keys to anyone except the registered user. Minimize the number of master keys. Keep a log of all existing masters and submasters. Train all managers on duty (MODs) on the procedures to conduct a lock audit. Record the results of any audits performed. Monitoring Program Results Number of inspections performed Inspection or quality scores Number of incidents reported Dollar amount of losses sustained Number if insurance claims filed Number of lawsuits filed Number of serious or minor accidents Number of lost workdays by employees
  3. 3. Insurance premium increases Number of drills or training exercises correctly performed Proper selection of employees. Since an employee with a drug problem is dangerous, applicants should be required to take a drug test before being hired. The applicant must also execute a continuous authorization for drug testing, which permits the employer to administer a drug test in the event of an accident. Designation of a Safety/Injury Coordinator. The Safety/Injury Coordinator will review past accident records and implement programs to reduce situations that may result in accidents. The Safety Coordinator will maintain a logbook of incidents so each Department Supervisor can review the log for incident trends. Implementation of mandatory safety training. Each employee will be trained in safety related to his or her job. Increased awareness of safety. By implementing programs, games, and posters, employees will be reminded to think intelligently and safely. Implementation of incentive programs for safety. To further encourage safety, rewards and incentives will be given to employees who practice safe behavior. Measurement of results. To be determined by the General Manager. Crimes Against Hospitality Business Consumer Theft of Services Fraudulent Payment •Credit cards •Cash •Personal checks Internal Theft of Assets •Embezzlement •Theft of company property Legalese: Bond-(ing) – An insurance agreement in which the insurer guarantees payment to an employer in the event of financial loss caused by the actions of a specific employee. Crisis Management Programs Legalese: Emergency Plan – A procedure or series of procedures implemented in response to a crisis. Post-Traumatic Stress Disorder – A severe reaction to an event that threatened an individual’s physical or emotional health. Press Release – An official statement, from an individual or organization, that is distributed to the media and other parties judged to be interested in the information it contains. Off The Record – An oral agreement between a reporter and an interviewee wherein the reporter promises not to quote the interviewee’s comments for publication. Crisis Management Programs Pre-crisis Planning Emergency Plan Development Emergency Plan Practice Crisis Response •Management Response •Staff Response •Guest Response Media Relations
  4. 4. Post-crisis Assessment