The document discusses security in the lodging industry, including the importance of security programs, key elements of an effective security program, and procedures that hotels and staff should follow. It emphasizes the critical role of access control, surveillance, emergency preparedness, communication of security policies to employees, and maintaining security records. The overall message is that hotels must implement comprehensive security measures and train employees on security protocols to protect guests, employees, and property.
1. Guest Cycle
2. Front Office Systems
3. Guest Cycle under Three Different Systems
4. Front Office Forms
5. Front Office Functional Organization
6. Front Office Equipment
PPT for students of 2nd semester of hotel management, it gives a brief but adequate understanding of the concepts related to Guest Cycle in modern hotels.
After revision of this chapter with the help of the book of the universal Front office Gurus, Michael Kasavana & Richard M. Brooks, I felt this slide needed improvement.
Here it is! Please provide feedback for making it even more useful for all hospitality students...
1. Guest Cycle
2. Front Office Systems
3. Guest Cycle under Three Different Systems
4. Front Office Forms
5. Front Office Functional Organization
6. Front Office Equipment
PPT for students of 2nd semester of hotel management, it gives a brief but adequate understanding of the concepts related to Guest Cycle in modern hotels.
After revision of this chapter with the help of the book of the universal Front office Gurus, Michael Kasavana & Richard M. Brooks, I felt this slide needed improvement.
Here it is! Please provide feedback for making it even more useful for all hospitality students...
Introduction
A hotel is “Home away from Home”.
A place where a bonafide traveler can receive food & shelter.
Security of guest & his property is of great concern for the hotel.
The management of any place of work are legally bound to provide a hazard-free, safe and secure environment to their employees.
One of the basic need of the hotel to plan safety and security plan for the hotel, its property & belongings.
At the same time is able to plan an efficient & effective system for guests & his belongings in terms of protection from mishaps, such as fire, theft etc.
Types of Security
Internal Security
Against theft, fire security, proper lighting.
External Security
Proper fencing of the building.
Fencing of pool area to avoid accidents in night.
Manning of service gates to restrict entry.
Staff
Identification of staff
Locker Inspection
Inventory records of different amenities.
Trash handling
Guest
Taking care of scanty baggage guest.
Keeping check of room, if guest has stolen or taken something along with him.
Threats in Hotel
Hotel’s Guardsmen
Upgradation in Technology
Advanced CCTV Cameras:
Clear Night Vision
High Resolution camera
Auto focus OR Face Recognition feature
Tag and Track system
Sound Recognition
Gait Recognition
Monitoring activity with software
Upgradation in Technology
ZAPLOX integrates mobile key with ASSA ABLOY locking:
1 Application, Multi- Functions.
Mobile access functionality for guests through RFID technology.
Key distribution is very easy.
Includes mobile check-in and check-out, room upgrades, direct bookings, special offers and more.
Mobile keys are highly secure, since a guest's Smartphone is less likely to be misplaced than a plastic keycard.
Upgradation in Technology
Upgraded Fire Alarm system:
Multi-criteria detectors can be set to varying degrees of sensitivity.
Lets management or security check the area before sounding a general evacuation alarm throughout the property.
When several detectors within an area are triggered, the fire alarm system can be programmed to initiate a full evacuation.
Same device that monitors both: Smoke and Fire.
The dual fire and CO detectors reduce overall installation time and material costs.
Upgradation in Safety Measures
Lift usage:
People entering the lobby and taking the lift to any floor must be stopped.
Lifts should be programmed.
Swiping room card in the lift and then lift will automatically take them to particular floor.
Managers providing a sense of ownership to employees:
Security will be much tighter.
Giving them more responsibility.
Creating a sense of ownership by profit sharing.
More aware staff is the need of the hour:
Staff is more interactive with guests.
Staff monitoring the body language of the guests with unusual behavior.
Trainings of safety and security measures more frequently.
Staff regularly updated with the evacuation plans.
More attentive
Historical Developments
Atrium Concept – a design which guestrooms overlook the lobby ffrom the first floor to the roof was tried to used in 1960’s by Hyatt Hotels
Limited service- hotel was built with guestroom accommodation and limited fast food service and meeting place which became prominent in the early 1980’s
Technological advances- technology has played a major role in developing the products and services offered to guests. Recent adoption of reservations system property management system and in-room guest check out.
Some important development in US Hotel Industry
1846 – central heating
1859- elevator
1881 – electric light
1907 – in room telephone
1910 – American hotel association began (now AHLA)
1927 – Radio in rooms
1940 – air conditioning
1950 electric elevator
1958 free television
1964 holiday Inn reservation system with centralized computer
1965 message light on telephone
1965 initial FO systems followed by room status
1970 electronic cash register or ECR
1970 POS and key-less locks
1970 free in-room movies (Sheraton)
1983 in-room personal computers
1990 world wide web reservation
GUEST SERVICE TRILOGY
CUSTOMERS- are the reason for being of a business. The aim is to satisfy the selected needs of the targeted customers and in the process generate the revenue and make it worthwhile for the owners and employees.
Owners – create and maintain the financial and material resources necessary for the creation of the products and services intended to satisfy the customer’s needs. Without them no business can be created and sustained
Employees – must provide the human resources and technical knowledge required to produce and deliver the intended products and services in a way that satisfies the need of the customers.
Hotel Personnel
General Manager – referred to as the GM and in-charge at the operation and responsible for the over-all performance of the hotel.
Hotel Personnel
Assistant General Manager – responsible in developing and executing plans developed by the corporate owners, general manager and other member of the management staff.
Hotel Personnel
Plant engineer – oversees a team of electricians, plumbers, ventilation, air conditioning contractors and general repair.
Hotel Personnel
Director of security – works with department directors to develop correct procedures that help ensure employees honesty and guest safety.
Hotel Personnel
Parking Garage manager- responsible for supervising the work of the garage attendants and maintaining security to guests and cars in the parking garage and also the maintenance of the garage.
Hotel Personnel
Front office manager – responsible for leading the front office staff in delivering hospitality.
Hotel Personnel
Food and beverage director – oversees the most labor intensive part of the operation which handles everything from purchasing, receiving and storing to preparing and se
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2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Embracing GenAI - A Strategic ImperativePeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
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Personal development courses are widely available today, with each one promising life-changing outcomes. Tim Han’s Life Mastery Achievers (LMA) Course has drawn a lot of interest. In addition to offering my frank assessment of Success Insider’s LMA Course, this piece examines the course’s effects via a variety of Tim Han LMA course reviews and Success Insider comments.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Francesca Gottschalk - How can education support child empowerment.pptxEduSkills OECD
Francesca Gottschalk from the OECD’s Centre for Educational Research and Innovation presents at the Ask an Expert Webinar: How can education support child empowerment?
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
1. Chapter 7: Security and the Lodging Industry
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.
Managing Front Office Operations PowerPoint
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2. Chapter 7: Security and the Lodging Industry
Elements of a Security Program
• Doors, locks, key control, and access control
• Guestroom security
• Control of persons on premises
• Perimeter and grounds control
• Protection of assets
• Emergency procedures
• Communications
• Security records
• Staff security procedures
Managing Front Office Operations PowerPoint
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3. Chapter 7: Security and the Lodging Industry
Doors, Locks, Key Control, and Access Control
• Hotels must exercise good access control to their premises in
order to protect guests and employees.
• Guestroom-access security is a top priority for hotels.
• Most hotels now have electronic guestroom locks rather than
mechanical locks; electronic systems can keep track of every
entry and unauthorized entry attempt.
• New guestroom key codes are issued each time a guest checks
in, and guestroom keys typically are programmed to only work
for the length of the guest’s stay.
• For employees, guestroom keys are coded by department,
and may also have time limits on them.
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Continued
4. Chapter 7: Security and the Lodging Industry
Doors, Locks, Key Control,
and Access Control
• A guestroom door also may feature chains or other backup
Continued from previous slide…
locks on the inside of the door, as well as a deadbolt.
• Guestroom locks are also found on connecting doors and
balcony or patio doors (these locks are usually not electronic.)
• Most hotels have multiple key-security levels: individual room
key, section master key, floor master key, building master key,
grand master key, E-key.
• All of a hotel’s keys, no matter what level they are, should
have controls on them such as time limits.
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5. Chapter 7: Security and the Lodging Industry
Guestroom Security
• In addition to guestroom keys and their control, there are other
security measures and procedures for hotel guestrooms.
• A peephole in the guestroom door allows guests to see the hallway
outside the door and who may be standing at the door.
• Hallways should be brightly lit to allow guests to see all areas of the
hall.
• Telephones are an important part of guestroom security, as they
allow guests to call for help when necessary.
• Clear instructions, such as “Dial 0 for Emergencies,” should be on or
near every guestroom telephone.
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6. Chapter 7: Security and the Lodging Industry
Control of Persons on Premises
• Controlling people on the premises is one of the most difficult
issues for hotel managers and security staff.
• Hotels are private property, so people can be excluded if
necessary/appropriate.
• Surveillance systems—video cameras, motion detectors, and other
security devices—can help hotel staff monitor hotel spaces and
identify who may not belong at the hotel.
• Cameras are usually connected to monitors in the security office,
front desk, telephone department, and/or other areas where there
is usually someone to watch them.
• Motion detectors and other forms of passive security can be
programmed to set off alarms.
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7. Chapter 7: Security and the Lodging Industry
Perimeter and Grounds Control
• Surveillance systems provide security monitoring of such outdoor
areas as parking lots, pools, tennis courts, and other areas.
• Parking lots/garages should be well-lit; they may also have gates
(sometimes manned) to control access.
• Fences may be needed in high-risk areas.
• Outside pools should be fenced in and gated.
• Valet parking attendants, landscape staff members, maintenance
employees, and others should be trained to watch for
unauthorized people on hotel grounds.
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8. Chapter 7: Security and the Lodging Industry
Protection of Assets
• Hotel safe deposit boxes and in-room safes can be used by guests
to protect their assets; guests must be notified of the availability
of safe deposit boxes.
• Guests must sign a signature card every time they use their safe
deposit boxes, and hotel employees must verify the signatures
before allowing access to the boxes.
• Safe deposit keys must be secured at all times.
• Some hotels have a silent robbery alarm at the front desk that is
connected to the local police department.
• Hotels may have more than one safe; for example, a main safe
and a drop safe (for cash and other items).
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Continued
9. Chapter 7: Security and the Lodging Industry
Protection of Assets Continued from previous slide…
• Bank audits, done on a scheduled basis or without notice, can
be used to protect the contents of cashier banks.
• Employee changing and locker rooms should be secure and
safe to protect employees and their assets.
• Some hotels provide locks for employees to secure their
clothing and other items in lockers or lockable storage bags.
• Most hotel departments have secure storage areas for
women’s purses and other employee personal items.
• Front desks have lockable drawers or other lockable spaces
nearby for employees to secure personal items during a shift.
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10. Chapter 7: Security and the Lodging Industry
Emergency Procedures
• The hotel should have well-documented procedures for all
emergencies that can be anticipated; these procedures should
be included in the initial and ongoing employee training
program.
• Many hotels invite the local fire department to train
employees on how to properly use a fire extinguisher.
• Lifeguards must be properly trained on water safety and CPR.
• Front desk staff must know what to do during a robbery or
when a guest calls asking for medical assistance.
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Continued
11. Chapter 7: Security and the Lodging Industry
Emergency Procedures Continued from previous slide…
• If a hotel is located in a hurricane or flood-prone area, its staff
must know what to do when these emergencies arise.
• If a fire is reported, all employees should know how to respond.
• Employees must be trained in how to assist disabled guests
during an emergency.
• All states require guests to be notified in their guestrooms of
emergency exits and procedures.
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12. Chapter 7: Security and the Lodging Industry
Communications
• Good communication forms the backbone of any successful
security program.
• During emergency situations, radios and pagers should be
provided to key personnel.
• Security information should be posted in high-traffic
employee areas.
• Security should be a frequent topic of conversation at
department meetings and other staff meetings.
• Security intelligence should be reported to employees.
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Continued
13. Chapter 7: Security and the Lodging Industry
Communications Continued from previous slide…
• Employees should be given specific instructions on what to do
when facing a security problem.
• Hotels should have procedures in place for front desk agents
to follow when guests ask for medical assistance; in real
emergencies, the local emergency medical service (EMS)
should be called.
• Hotel employees should be trained on how to communicate
with guests during an emergency.
• Hotel employees should be aware of the hotel’s policy
concerning media contact during emergencies.
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14. Chapter 7: Security and the Lodging Industry
Security Records
• Any activity that has a security-related dimension should be
recorded for future reference (for example, when an E-key is
issued or a cashier bank audit is performed).
• Written reports should be made about robberies, assaults,
personal injuries to guests or employees, and property
damage or theft.
• Security records include vehicle maintenance records and
preventive maintenance records.
• Security records allow hotel management to track issues,
protect the hotel from legal action, and assist the hotel with
insurance claims.
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15. Chapter 7: Security and the Lodging Industry
Staff Security Procedures
• Front desk employees should never mention a guest’s room number
out loud.
• Front desk agents should require identification from anyone who
comes to the front desk and asks for a key.
• Room attendants should not allow anyone to enter a guestroom
without a key.
• Valet parking attendants should use a three-part form to control cars.
• Hotels should provide guest safety information in each guestroom.
• Guests should be asked for a room key (or other proof of occupancy)
when they want to charge purchases to their rooms.
• Employees should immediately report possible security issues.
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16. Chapter 7: Security and the Lodging Industry
Security Issues with Payment Cards
• Hotels must be extremely careful to keep card data secure; some
countries and states have laws regarding this issue.
• The payment card industry has imposed its own comprehensive
set of security requirements; all businesses that accept payment
cards must comply with the Payment Card Industry Data Security
Standard (PCI DSS).
• Payment card industry standards deal with the collection, storage,
transmission, and use of customer and account information.
• Security issues include payment card fraud, identity theft, and
misuse of data.
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17. Chapter 7: Security and the Lodging Industry
Identity Theft
• Dumpster diving
• Skimming
• Change of address
Managing Front Office Operations PowerPoint
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18. Chapter 7: Security and the Lodging Industry
Effective Ways to Secure Payment Card Numbers
• “Mask” card numbers on folios, POS receipts, confirmations,
screen displays, and reports
• Destroy obsolete transaction records
• Secure all databases containing card numbers from
unauthorized access
• Secure back-up tapes from unauthorized removal
• Use systems that encrypt card numbers
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19. Chapter 7: Security and the Lodging Industry
Management’s Role in Security
• Managers should develop security guidelines that address their
hotels’ unique security needs; legal counsel should review these
guidelines.
• Once reviewed, security guidelines should be communicated to
all employees, if possible on a department-by-department basis.
• Due to employee turnover and changes in job assignments,
security guidelines should be reviewed periodically.
• Lodging properties should clearly define the security role of their
managers.
• All managers (and all employees) should be constantly alert to
possible security breaches.
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20. Chapter 7: Security and the Lodging Industry
Hotel Areas of Vulnerability
• Hotels must be sensitive to their hospitality image when
designing security programs.
• Hotels must use adequate procedures for checking and giving
credit to guests, while taking care not to offend them.
• Physical assets such as tableware, ashtrays, linens, and towels
are often stolen from hotels by guests.
• Employee theft is another area of vulnerability for hotels.
Managing Front Office Operations PowerPoint
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21. Chapter 7: Security and the Lodging Industry
Hotel Security Requirements
• The number of lodging properties, the variety of lodging
concepts, and the varying communities in which lodging
properties are located all add to the hotel industry’s security
challenges.
• No two hotels have the same security requirements;
therefore, national security standards are not feasible.
• Managers must create and implement security programs that
are uniquely suited to their properties—not an easy task.
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22. Chapter 7: Security and the Lodging Industry
Setting Up a Hotel Security Program
Setting up a hotel security program typically involves the following
elements:
• Establishing working relationships with local governmental
agencies
• Choosing whether to use contract or in-house security personnel
• Creating an appropriate and effective security training program
for all personnel
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23. Chapter 7: Security and the Lodging Industry
Relations with Local Governmental Agencies
• It is important for hotel managers to establish relationships with
personnel in government departments and agencies such as police,
fire, health, and emergency management.
• Coordinating their security plans with local and regional law
enforcement agencies helps hotel managers gain insight into the
community’s security and emergency planning issues.
• Each government/emergency agency requires special attention,
because each is unique.
• Hotels that have a security or loss prevention department should make
that department the hotel’s official contact with local agencies; in
hotels without such a department, the hotel’s general manager or front
office manager often assumes this role.
• Hotel managers should cultivate cooperative relationships with local
law enforcement and other agencies.
Managing Front Office Operations PowerPoint
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Continued
24. Chapter 7: Security and the Lodging Industry
Relations with Local Governmental
Agencies
• Managers should invite appropriate law enforcement
Continued from previous slide…
personnel to visit the hotel; some hotels hire off-duty police
officers for security purposes.
• The local fire department can train hotel managers and
employees in how to use fire extinguishers and help managers
identify fire escape routes and create evacuation procedures.
• Hotels should establish relationships with local hospitals.
• Hotel managers should be involved in local and regional
emergency planning. Hotels and government agencies should
understand each other’s needs.
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25. Chapter 7: Security and the Lodging Industry
Security Staffing
• A hotel must decide whether to hire its own full-time security
personnel, outsource the security function by contracting with a
local security company, arrange for part-time protection with local
off-duty police officers, or some combination of these options.
• Some hotels assign security responsibilities to a member of the
management staff, such as a resident or assistant manager, chief
engineer, or human resources director.
• Some hotels have a full-time security staff.
• If hotels hire their own security staff, they must answer questions
such as: Will this staff wear uniforms? Will some or all of the staff
be armed? Which work shifts need security personnel?
• Lodging industry security executives oppose the use of firearms by
security staff.
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26. Chapter 7: Security and the Lodging Industry
Security Staffing: Contract Security Companies
• May be able to provide sophisticated security services at
considerable savings
• Provide screened, tested, and trained personnel
• Provide consulting services:
• Surveys of hotel security requirements
• Debugging sweeps
• Data processing security
• Contingency planning: bomb threats/disasters
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Continued
27. Chapter 7: Security and the Lodging Industry
Security Staffing:
Contract Security Companies
• What hotels should look for when hiring a contract security
Continued from previous slide…
company:
• Security guard training programs
• Previous lodging experience
• State certification (if applicable)
• Frequent property inspections to check on guards
• Ability to increase staff for large-scale emergencies
• Daily incident reporting to hotel management
• Good rate of client retention
• Potential liability and workers’ compensation issues if hotel
managers give instructions to contract security employees
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28. Chapter 7: Security and the Lodging Industry
Security Staffing: In-House Security Staff
Advantages of using in-house security staff include the following:
• Greater control over security officers
• Training can be more directly related to the lodging industry
• Quality of the personnel is under the direct control of the hotel
• More effective integration with other hotel departments
• More loyalty to the hotel
• Career paths can reduce security officer turnover
Managing Front Office Operations PowerPoint
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29. Chapter 7: Security and the Lodging Industry
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
Managing Front Office Operations PowerPoint
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Continued
30. Chapter 7: Security and the Lodging Industry
Security Staffing: Off-Duty Police Continued from previous slide…
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
Managing Front Office Operations PowerPoint
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31. Chapter 7: Security and the Lodging Industry
Security Training
• Every hotel employee must be trained to identify security issues
and take appropriate action.
• Everyone must understand the limits of an on-premises security
officer’s authority.
• All employees should be given a thorough security orientation
when hired and ongoing security training throughout their term
of employment.
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Continued
32. Chapter 7: Security and the Lodging Industry
Security Training Continued from previous slide…
• Training should include all aspects of the protection of guests, the
general public, employees, and the assets of guests, employees,
and the property.
• The unique security needs of each lodging property call for the
development of individually designed security systems and
training programs.
• Each hotel should write down its security standards and
procedures in a security manual that can be used to help train
employees.
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33. Chapter 7: Security and the Lodging Industry
The Authority of a Security Officer
• Generally speaking, a hotel security officer has no more authority
than any other private citizen.
• Tort law permits an injured party to bring a lawsuit for damages
against a security officer, as well as the employing property, for
such unreasonable conduct as false arrest, false imprisonment,
malicious prosecution, defamation, slander, and other tortious acts.
• Citizen’s arrests: A security officer should make a citizen’s arrest
only if a police officer cannot respond in time and good judgment
requires prompt action.
• Most states permit arrests by private citizens under certain
circumstances; security officers must be familiar with the statutory
arrest authority of private citizens in the state in which he or she is
employed.
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Continued
34. Chapter 7: Security and the Lodging Industry
The Authority of a Security Officer Continued from previous slide…
• An arrest made without proper legal authority may constitute false
arrest/imprisonment and could result in civil and criminal liability
on the part of the security officer and civil liability on the part of
the lodging property.
• In some states, after a citizen’s arrest a security officer can search
someone for an offensive weapon under certain circumstances.
• A security officer should use only such force as is reasonably
necessary to effect a lawful arrest or to prevent the escape of a
person under custody; if excessive or unreasonable force is used,
the security officer may be subject to criminal and civil action, and
the hotel to a civil action for damages.
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35. Chapter 7: Security and the Lodging Industry
The Team Concept
• The goal of a hotel’s security training program is to turn the
hotel’s entire staff into a security-conscious team.
• In a team concept, all staff members regard security as an
aspect of their jobs.
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Continued
36. Chapter 7: Security and the Lodging Industry
The Team Concept Continued from previous slide…
• All staff members should be instructed to:
• Be alert for and report any suspicious activities or persons
• Avoid confronting a suspicious individual
• Report any drug paraphernalia or other suspicious items
• Alert security when guests have large but empty pieces of luggage
• Check on the proper posting of innkeeper laws
• Check to make sure that information/tent cards providing security
information to guests are in their proper locations
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37. Chapter 7: Security and the Lodging Industry
Security and the Law
• Every state has its own statutes and court rulings on
innkeeper laws.
• Lodging managers and security personnel should read the
innkeeper laws of their state and review recent court and jury
decisions dealing with hotel security matters.
• More and more lawsuits are being filed every year, and
lodging properties are not immune from this trend.
• The hospitality industry, with its special emphasis on people
and personal services, represents an area where the
possibility for litigation is very great.
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38. Chapter 7: Security and the Lodging Industry
Legal Concepts
• Reasonable care
• Foreseeability
• Proximate cause
• Negligence
• Damages
Compensatory
Punitive
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Continued
39. Chapter 7: Security and the Lodging Industry
Legal Concepts Continued from previous slide…
• Trial court
Plaintiff
Defendant
Summary judgment
Directed verdict
Judgment notwithstanding the verdict
Appeals
Appellant (party appealing)
Appellee (respondent)
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