Chapter 7

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Chapter 7

  1. 1. © 2009, Educational Institute Chapter 7 Security and the Lodging Industry Managing Front Office Operations Eighth Edition (333TXT or 333CIN)
  2. 2. © 2009, Educational Institute Competencies for Security and the Lodging Industry 1. Explain important issues in developing and managing a security program. 2. Describe the role that managers play in a property’s security program. 3. Explain the importance of setting up a security program, including security staffing and having a liaison with local law enforcement. 4. Identify the elements of security training that are critical to an effective security program. 5. List and describe the legal concepts and societal concerns related to security issues.
  3. 3. © 2009, Educational Institute Elements of a Security Program • Doors, locks, key control, access control • Guestroom security • Control of persons on premises • Perimeter and grounds control • Protection of assets • Emergency procedures • Communications • Security records • Staff security procedures
  4. 4. © 2009, Educational Institute Security Levels of Keys • Individual room • Section master • Floor master • Building masters • Grand master • Emergency key (E-key)
  5. 5. © 2009, Educational Institute Common Security Procedures • Never mention a guest’s room number aloud • Require identification before issuing a key • No one enters a guestroom without a key • Valet parking control with 3-part forms • Provide safety information in each guestroom • No charge purchases without a key • Require immediate reporting of security issues
  6. 6. © 2009, Educational Institute Effective Ways to Secure Card Numbers • “Mask” card numbers; show only a portion • Destroy obsolete transaction records • Secure databases from unauthorized access • Secure back-up tapes from unauthorized removal • Use systems that encrypt card numbers
  7. 7. © 2009, Educational Institute Identity Theft • Dumpster diving • Skimming • Change of address
  8. 8. © 2009, Educational Institute Management’s Security Challenges Balancing security with image of hospitality Tailoring employee security information to specific jobs Diversity of industry vs. security standards
  9. 9. © 2009, Educational Institute Security Staffing: Contract Security Companies • Screened, tested, and trained personnel • Consulting services Surveys on hotel security requirements Debugging sweeps Data processing security Contingency planning: bomb threats/disasters (continued)
  10. 10. © 2009, Educational Institute Security Staffing: Contract Security Companies • Decision checklist Guard training programs Previous lodging experience State certification, if applicable Property inspection frequency Staffing for large-scale emergency Daily incident reporting to management Liability and workers’ compensation issues (continued)
  11. 11. © 2009, Educational Institute Security Staffing: In-House Security Staff • Greater control over security officers • More focused training • Quality of personnel becomes hotel decision • More effective integration with other hotel departments • Career paths can reduce security officer turnover
  12. 12. © 2009, Educational Institute Security Staffing: Off-Duty Police Pros • Superior training in reacting to security incidents • Knowledge of the law • Better able to recognize criminals • Immediately recognized as authorities • May enhance police response to incidents Cons • Trained more toward apprehension than prevention • May be required to carry firearms • May not be permitted to wear police uniforms • Fatigue may become a factor
  13. 13. © 2009, Educational Institute Legal Concepts • Reasonable care • Foreseeability • Proximate cause • Negligence • Damages Compensatory Punitive (continued)
  14. 14. © 2009, Educational Institute Legal Concepts • Trial court Plaintiff Defendant Summary judgment Directed verdict Judgment notwithstanding the verdict Appeals Appellant Appellee (respondent) (continued)

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