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Safety & security


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Safety & security

  1. 1. CHAPTER 7 Safety and Security Objectives: examining how to ensure safety and security in the hotel through efficient housekeeping operations
  2. 2. Safety and Security  Safety: refers to the actual conditions in the work environment.  Security: refers to the prevention of theft, fire, and other emergencies.  Housekeeping & Maintenance departments have the highest risk for accidents and injuries; because  both employ more people than other dept.  working in these dept. require physical activity and equipment use
  3. 3. To reduce safety risks; The exec. housekeeper must,  be aware of potential safety hazards  develop procedures to prevent accidents  develop ongoing safety training programs  be aware of the laws that regulate the work environment
  4. 4. Unsafe Work Environments cause;  insurance and liability concerns - expensive medical costs - legal problems e.g. fines or lawsuits - decreased productivity  employee moral and management concerns - negative employee morale - low performance
  5. 5. Potentially Hazardous Conditions Managers must train employees to recognize potentially hazardous conditions and take corrective actions before they cause injuries like sprains, strains, falls; - wet floors and slippery walkways - messy floors - equipment left out in the way - improper lifting techniques
  6. 6. Three Rules for safe, accident-free work environment 1. Take adequate time 2. Correct unsafe conditions immediately 3. Do it safely the first time Ex. 1, pg. 173 Sample Safety Rules for a Lodging Operation
  7. 7. Safety Tips for potentially hazardous conditions in the HK  Lifting; incorrect lifting may cause, strained or pulled muscles and back injury, and cuts and scratches. Ex. 2, pg. 174 safe lifting.
  8. 8.  Ladders; when selecting a ladder, inspect its condition, height and footing.  do not use broken or defective ladder  do not use aluminum or metal ladder when working near or on electrical equipment  use rubber footing on tile floors and in kitchen  floor must be dry and clean  should be high enough  never stand on the top step  never place a ladder against a window or uneven surfaces  should be well-balanced
  9. 9.  when climbing, face the ladder and have clean and dry hands and feet  mark the area underneath the ladder with caution signs  Machines;  employees should be authorized and trained to use them before operating  follow the instructions and train and supervise the staff  safety guards of the machines should not be removed, protective eye goggles should be worn
  10. 10.  never leave them unattended, turn off and store  never use a machine that is not operating correctly, have it repaired  Electrical Equipment;  never operate electrical equipment with wet hands or cloths  do not operate near flammable liquids, chemicals or vapors  turn off them when sparks, smokes or flames are seen  check the wires and connections periodically  never unplug them by pulling the cord
  11. 11.  keep the cords out off traffic areas  when cleaning guestrooms, room attendants should check for frayed wires, loose connections, loose plugs, broken switches  Chemicals; when used improperly, they can cause nausea, vomiting, skin rashes, cancer, blindness and even death. Potentially hazardous chemicals are used to kill insects and rodents or unstop clogs in toilets.  continual training in chemical safety is necessary
  12. 12. Job Safety Analysis is a detailed report that lists every job function performed by all employees in a housekeeping department with safety tips and potential hazards being cited. The analysis should be produced in booklet form and used in training. Housekeeping managers should demonstrate and explain each task when training.
  13. 13. Safety Training 1. begins the first day of the job with an orientation about safety rules and regulations. 2. should include the presentation of the hotel’s safety philosophy during orientation. Ex. 3, pg. 179 3. does not end at orientation. Every employee should participate in an ongoing safety education program at least once a month.
  14. 14. Security  is the task of protecting both people and assets by; • guestroom security • key control • perimeter control • emergency procedures • lighting • security records  whether the property requires a large security staff or one or several on-premises supervisory personnel, the security role must be clearly defined and implemented.
  15. 15. Security Issues  Suspicious Activities;  The individuals allowed in guestroom areas are; guests, their visitors, and on-duty employees  establish a policy on how to approach and handle unauthorized or undesirable people. Suspicious people are those; checking doors, knocking on doors, or looking nervous.  approach the person looking suspicious politely. If the person claims to be a guest, ask for the room key. If the person says that he is not a guest, then
  16. 16. explain the hotel policy and direct the guest to the front desk.  employees who are not in their designated area should be asked if they need help. Depending on the person’s response and manner, report to security.  friends and relatives of employees should not be allowed in guestroom areas or employee locker rooms
  17. 17.  Theft; (a) Guest Theft can be reduced by;  using fewer items with logos reduces temptation to steal  keeping storage rooms closed and locked  fixing or bolting guestroom items and fixtures to appropriate surfaces  when cleaning, notifying the front desk or security for any missing items  securing all first floor windows and sliding glass doors
  18. 18. (b) Employee Theft can be reduced by;  acting as a good example as managers  writing down the consequences of stealing in the employee handbook and implementing them for everyone without discriminating  screening applicants (background check) before making a job offer  having good inventory control procedures, taking physical inventory every month  keeping records of stolen or missing items  keeping all storeroom doors locked and changing the locks periodically
  19. 19. designating employee entrances and exits with security staff establishing claim-checking and parcel-pass systems restricting employee parking in large hotels, using identification badges to prevent strangers
  20. 20.  Bomb Treats  As housekeeping, helping in the search for any suspicious objects that could be bombs. Searches often include stairways, closets, ashtrays, trash containers, elevators, exit areas, window sills  if a suspicious looking object is found, it should not be touched or moved, notify the person in charge of the search team  avoid using radios, walkie-talkies, or beepers  the safety and security manual should include evacuation plans  the local police should be notified of all bomb threats
  21. 21.  Fires; are grouped into four - Class A, wood and paper products; Class B, flammable liquid, grease, and gasoline; Class C, electrical, Class D, combustible metals. In the lodging industry, electrical malfunction and arson are the two most common causes of fire.  installing fire detection systems - smoke detectors, suppression systems (sprinklers) , alarms (pull stations)  fire safety training - in evacuating the building, reporting fire, emergency escape procedures and duties, escaping from a smoke-filled room, putting out a small fire (fire extinguishers, type ABC)  using fire-resistant fabrics and materials
  22. 22.  Key Control; housekeeping is concerned with emergency (open all doors even those have double locked), master (three levels -the highest level is the grand master opens every hotel room and HK storage rooms, the next level is the section master opens rooms in one area, the lowest level is the floor key opens the rooms on the allocated floor and storeroom) , storeroom and guestroom keys.  key control procedures; (1) log book for keys ex. 7, pg. 193, (2) key belts, wrist bands or neck chains for keeping keys, (3) should never be loaned or (4) left on the cart, or (5) used to open a room for a guest, (6) card key systems.
  23. 23.  Lost and Found;  handled by housekeeping  should be stored in a secure area  items should be tagged (with numbers), logged (to record the date, time, place, person) ex. 8, pg. 195, secured (keep at least 90 days, donate unclaimed items)  Guestroom Cleaning; room attendants should;  not open guest luggage or packages  be careful when removing linens, dusting the top of closets and under lamps, since guests sometimes hide valuable belongings
  24. 24. immediately notify the HK, Security or FO; if any of the following items are noticed; • guns/weapons • drugs • cooking/unsafe electrical appliances • foul odors • pets • ill guests • large amounts of cash or valuable jewelry  keep the door open and the cart rolled in front of the entrance to block access from outside, when cleaning guestrooms
  25. 25. politely ask the guest name and see the room key, if a guest wants to enter the room while the attendant is cleaning  never leave a room unattended with the door open  after cleaning the room, check all windows and sliding doors whether they are locked, check the guestroom as well to see that it is locked