This document provides a training manual for security officers at a hotel. It contains 9 modules to train officers on various hotel systems and standard operating procedures. The modules cover topics like the security office layout, electronic lock systems, incident reporting procedures, and emergency response protocols. The document also includes 18 standard operating procedures for key control, medical emergencies, and other security-related tasks. The training manual was written in June 2015 and provides resources for officers to learn their roles and responsibilities.

1. 1
Security Officer
Training Manual
Written June 2015 by:
Scott Warner
Security Supervisor

2. 2
Table of Contents
Chapter One: The Manual............................................................................................................... 3
Module 1—Know Your Hotel...........................................................................................................4
Module 2—Security Office...............................................................................................................7
Module 3—Ving Key System............................................................................................................9
Module 4—SafeMark....................................................................................................................11
Module 5—Incident Reporting.......................................................................................................12
Module 6—StarGuest Response ....................................................................................................14
Module 7—Camera System...........................................................................................................15
Module 8—Lost and Found ...........................................................................................................16
Module 9—CODE System..............................................................................................................17
Chapter Two: Standard Operating Procedures ............................................................................. 18
Electronic Lock System—SOP.........................................................................................................19
Key Control—SOP.........................................................................................................................22
Medical Emergencies—SOP...........................................................................................................23
PARCEL PASS—SOP.......................................................................................................................24
Parking Privileges—SOP ................................................................................................................26
Radio Control—SOP......................................................................................................................27
Vehicle Safety—SOP......................................................................................................................29
Security Overnight Check List.........................................................................................................32
Incident Report Writing – SOP .......................................................................................................34

3. 3
Chapter One:
The Manual

4. 4
Module 1—Know Your Hotel
Goal
Upon completion of this module, you will be able to:
Assist guest with accurate directions and information about the outlets and guest services.
Resources
Directorof Security—JesGines435–714–3794
SecuritySupervisor—ScottWarner385–208–0882
What’sin it for me?
When a guest is in need of something or has a question, they will usually ask one of the
associates for assistance. For example:
 If a guest is hungry, they will ask YOU what restaurants are in the hotel and how to get to
them.
 If a guestsneedstopurchase somethingfromthe giftshop,theywill askYOUwhere itis and
its hours of operation.
 If a guest is here for a meeting, they will ask YOU where the meeting room is located.
The guests will rely on your knowledge of the hotel. In order to provide the best service
possible,itisnecessarythatyouknow the featuresof yourpropertyandthe hoursof operations
of the outlets.
Shops & Local Businesses
Name Location Type of Merchandise Hours
Jan’s
Prudential
CandyShop
SnowPark

5. 5
DeerCrestClub
Recreation
Spa
Ski Valet
Pool
Jan’s
AthleticClub
Food and Beverage Outlets
Name Location Type of Service Hours
J & G
WineVault
The Library
Terrace Dining
Employee Dining

6. 6
Services
Type of Service Location Cost Hours
Parking
Transportation/Shuttle
GuestLaundry
ATM
BusinessCenter
PublicRestrooms
SalesOffice
Elevators
Executive Offices
Engineering
HR

7. 7
Module 2—Security Office
Goal
Upon completionof thismodule,youwillbe able to:
 Be familiarwiththe SecurityOffice
 Understandyourroll as Officer
 Complete the dailyoperationsthatyourjobentails
Resources
Directorof Security—JesGines435–714–3794
SecuritySupervisor—ScottWarner385–208–0882
What’sin it for me?
Have you ever started a new job and felt lost? The people you will be working with all know
exactlywhere everything is and how to find the information they need. This module will help
you feel familiar with the Security Office layout and how to find what you will need.
Security Department Overview
Tool Location Function
Schedule
Radios
RadioLog
KeyCabinets
KeyControl Log
Residence LockerLog
Be Safe Bingo

8. 8
FirstAidKitand Supplies
Gas Cards
OSHA Drawer
IncidentReports
Vehicle Logs
Tools
Safe Opener
CameraSystem
Officers’ Mail Boxes
HR Panic Button

9. 9
Module 3—Ving Key System
Goal
Upon completionof thismodule,youwillbe able to:
 Log intothe VingKeySystem
 Understandthe security featuresof the Vingsystem
 Use the Vinghandheldunit
 Diagnose lockissues
 Lookupregistrationnumbersandotherkeyactivity
 Poweropena door.
Resources
Directorof Security—JesGines435–714–3794
SecuritySupervisor—ScottWarner385–208–0882
What’sin it for me?
Understandingthe Vingsystemwill assistyouinproperlydiagnosingissues with locks and keys,
thereby presenting a higher level of service to the guest when they have trouble.
Ving Key System
Action Notes on the steps
Log In
Staff Card
OperatorCard
ReadEventsFrom Card
VerifySmartCard
ObtainRead-outInfo
Ving Hand Held Computer

10. 10
DownloadData
ReadParameters
PowerOpen
ReadOut
UploadFirmware
Lock Configuration
SetLock Date and Time
Change Batteries

11. 11
Module 4—SafeMark
Goal
Upon completionof thismodule,youwillbe able to:
 Log intothe SafeMark handheldunit
 Diagnose andrepairguestroomsafe issues
Resources
Directorof Security—JesGines435–714–3794
SecuritySupervisor—ScottWarner385–208–0882
What’sin it for me?
Usingthe knowledgeyougainfromthismodule,youwillbe able toassistguestsinopeningtheir
in-roomsafe.
SafeMark Hand Held Unit
Locate the Unit
Learn the Codes
Unlock a Safe
Change Batteries in Safe

12. 12
Module 5—Incident Reporting
Goal
Upon completionof thismodule,youwillbe able to:
 Gather informationduringandafteran incident
 Prepare an incidentreport
 Understandthe communicationprocessafter anincident.
Resources
Directorof Security—JesGines435–714–3794
SecuritySupervisor—ScottWarner385–208–0882
What’sin it for me?
Afteran incident,itisimperative torecordanddocumentwhathappenedtoprotect the hotel’s
guests, associates, ownership, and yourself from any liability that may be caused by a future
falsification.Also,propercommunicationenablesthe managementof the hotel to follow up on
the incident and take appropriate steps to prevent its reoccurrence.
The foundation of incident reporting is finding the answers to these questions:
Who? What? When? Where? How? Why?
In an incident report, it’s important to keep in mind that we include FACTS only. Also, the
incidentreportiswrittenfromthe first person, meaning your perspective, and should begin at
the point you became aware of the situation.
Incident Reports
AutoIncidents
AutoIncidents(NoInjury)
Damage Incident Reports
General Incident
Medical Incident
Missing Items

13. 13
Staff General
Staff Medical
Theft
Written Statements

14. 14
Module 6—StarGuest Response
Goal
Upon completionof thismodule,youwillbe able to:
 Successfullylogall callsintoStarGuestResponse.
 Track calls made byexternal andinternal guests.
 Explainthe difference betweenadefect,request,incident,andworkorder.
Resources
Directorof Security—JesGines435–714–3794
SecuritySupervisor—ScottWarner385–208–0882
What’sin it for me?
StarGuest Response+ (SGR+) is a powerful tool that helps us to perform successful problem
resolutionandhelpsustoresolve guestproblemsmore effectively. In addition, SGR+ allows us
to track guestrequestsanddefectsallowingustointerpretanypatterns seen to better prepare
for future guests. Please note SGR+ is a live system. Any items input into SGR+ will appear on
any reports generated.
**All guest requests/defects/events should be logged into SGR+**
StarGuest Response
Create Work Order
Create Request
Conclude Request

15. 15
Module 7—Camera System
Goal
Upon completionof thismodule,youwillbe able to:
 Accessany of the 25 camerasviathe Avigilonsystem.
 Control whichcamerasappearon the big screenmonitor.
 Access,search,and displayrecordedimages.
Resources
Directorof Security—JesGines435–714–3794
SecuritySupervisor—ScottWarner385–208–0882
What’sin it for me?
As dispatcher,youactas the eyesandearsof the hotel. Withthistraining,youwill learnhowto
monitorcurrentactivity withinthe publicareasof the hotel, track a situation using the pan-tilt-
zoom cameras, and go back and access stored images.
Avigilon Camera System
Change CameraLayout
ReviewCameraFootage
Save Screenshot
Save Bookmark
Locate Bookmark

16. 16
Module 8—Lost and Found
Goal
Upon completionof thismodule,youwillbe able to:
 Accessthe lostand foundlog
 Log, label,andstore a lostitem
 Addan entryto the log whena guestreportsa lostitem
 Properlyprepare anddocumentanitembeing returnedtoitsowner
 Make shippingarrangementsforlostitemstobe returned
Resources
Directorof Security—JesGines435–714–3794
SecuritySupervisor—ScottWarner385–208–0882
What’sin it for me?
Have you ever lost an item? Depending on its importance, you may recall frantically searching
for it,rackingyour brainto try and determinewhere youleftit.Didanyone assistyouinlocating
your item?Howdifferentlywouldyouhave feltif someoneshowedyoutheygenuinelycaredfor
your situation and did everything they could to recover your item?
Lost and Found
Findthe Log
Format onLog ITEM NAME: (color) Description, Name Brand
Lost and FoundInquiry
Log

17. 17
Module 9—CODE System
Goal
Upon completionof this module,youwillbe able to:
 Understandandutilize the CODEsystemtocommunicate andrespondtoan emergency
 Understandthe difference betweenanemergencyandacrisis.
 Utilize the color-code systemtoaccuratelycommunicate and appropriatelyrespondtoan
emergency.
Resources
Directorof Security—JesGines435–714–3794
SecuritySupervisor—ScottWarner385–208–0882
What’sin it for me?
The CODE system allows us to communicate an emergency situation over the radio without
disclosingthe nature of the emergency to individuals that might overhear. The CODE system is
divided into six colors, each designed to cover a specific category of emergency.
A CODE is any emergency situation. During this time, the ERT team, or MOD, Security Officer,
and House Engineer respond to the emergency and do not take other calls.
Starwood’s emergency and crisis plan divides these types of situations into two categories,
Emergency and Crisis. Each category has a different overall response approach and
communication plan. It is important to understand the difference so we can appropriately
escalate an emergency to “crisis” and activate the crisis action plan.
Code System
Code Yellow Smoke Alarm
Code Red Fire Alarm
Code Blue Medical Emergency
Code Blue Stat Severe Medical Emergency
Code Black BombTreat
Code Green Robbery
Code Orange Other
E.D.N.A. Emergency DevelopingNeedAssistance

18. 18
Chapter Two:
Standard
Operating
Procedures

19. 19
Electronic Lock System—SOP
PURPOSE:
To ensure integrityof the electroniclocksystem, the followingkeycontrol proceduresshouldbe
implemented.
PROCEDURE:
“E” KEYS:
 Only two“E” keysshouldexist.
 Each “E” key shouldbe individuallycodedandlabeled.
 One “E” keyshouldbe lockedinthe GM’s or controller’ssafe.
 The other “E” keyshouldbe sealedinanenvelope. The MOD andone other manager
shouldsignanddate the envelope acrossthe seal.
 The envelope shouldbe securedinabreakable glass-frontbox locatedinsecurity.
 “E” keysshouldbe usedforemergencypurposesonly.
 Use of the “E” keyshouldbe recordedina log.
FLOOR MASTERS:
 Housekeepingshoulduse keys.
 Each keyshouldaccessno more than twofloorsonly.
 Each floormay have more than one key.
 Each keyshouldbe individuallycoded.
 Keysshouldbe loggedoutandineach day ona keylog.
 Keysshouldbe programmedtoworkduringassignedshiftsonly.
KEYING LEVELS/ACCESS:
 Accessfor makingmasterlevel keysshouldbe limitedtothe SecurityDirectoror
General Manager’sdesignee.
 Accessshouldbe eliminatedimmediatelyuponterminationof employment.
All issuingof keysshouldbe documentedinakeylog. The keylogshouldrecordthe date, time,key
numberandpersonreceivingthe keyandthe time,personreturningthe key, andwitness. The keylogs
shouldbe retainedforaperiodof two years.
If you have any questionsinregards to these proceduresplease contact:
Clarence Izzard
SeniorManager,Regional LossPrevention
StarwoodHotels& resortsWorldwide Inc.
210 Peachtree StreetNorthwest
Atlanta,GA 30303–1745
404–588–5362 Office
404–588–3163 Fax
404–449–2384 Cell
Email: clarence.izzard@starwoodhotels.com

20. 20
SAMPLE PRELIMINARY KEYING SCHEDULE

21. 21
St. Regis Room Access—SOP
Objective:
Maintainthe integrity,safety,andrespectof ourguestsduringthe securityoperationsatthe St.Regis
DeerValley.
In orderto ensure ourguest’ssecurityandourcompliance withLRA andAAA requirements,aprocedure
has beendevelopedastohow associatesshouldknockorringon guestroomdoors. These standards
applyto anysituation,where securityisattemptingtoaccessa guestroom.
Guestroom access procedures:
Occupiedguestroom:
 Use the Lightspeedsystemtodetermineif guestsare insideof the room.
 Knock and/or ringthe doorbell three timesto advise the guestsof yourpresence.
 Have the frontdeskcall the room.
 Announce yourdepartmentandname:“St.Regis Security”.
Unoccupiedguestrooms:
 Use the Lightspeedsystemtodetermineif guestsare insideof the room.
 Knock and/or ringthe doorbell three timestoadvise the guestsof yourpresence.
 Announce yourdepartmentandname:“St.Regis Security”.
 Upon no answerfromthe guests,knock and/orringthe doorbell twomore times.
 Announce thatyou“are goingto enterthe room”.
 Whenenteringthe room:
—Openthe doorslowly
—Announce againthatyouare enteringthe room
—Extendthe privacylatch,sothat the door doesnotlatch shut
 Once in the room make sure no guestsare present.
 Upon leaving,make sure the doorlatchesandstayslocked.

22. 22
Key Control—SOP
Objective:
Maintaina safe and secure environmentforourinternal andexternal guests.
Hourly Staff:
KeyIssue:
 Upon beginningemploymentwiththe St.RegisDeerValley,eachassociate will be
givena keysignoutcode for the keywatchersystem.
o Thiscode will be assignedtoasetof keysinthe keywatchersystem.
o Thiscode isto be usedonlybythe associate towhomit wasissued.
 Keysare to be pickedupat the beginningof eachshift.
o If an associate isonproperty,duringoff time,theycannotcarrykeys.
KeyReturn:
 All checkedoutkeys mustbe returnedtothe keywatcherat the endof everyshift
 Failure toreturnkeyswill resultin disciplinaryactionbasedoneachindividual
instance.
 At nopointcan keysleave the property.
o Keysthat leave the propertywill be dealtwithasseenfitbymanagement.
 Keyscannotbe handedtoanotherassociate foruse duringshift.
 Upon termination of employment, verificationof keyreturnmustoccur.
KeyUse:
 Keysmustbe usedfor hotel business.
 Use of keysduringan off shiftisstrictlyprohibited.
Management:
Managementshall be issuedkeysfortheiruse. These keysare tobe keptsafe and secure at all times.
Failure tokeepkeyssecure willresultindisciplinaryaction. Uponterminationof employment fromthe
St. RegisDeerValley,all issuedkeysshall be returnedtosecurity. Failuretoreturnkeyswill resultin
legal action.
Security:
Securityisto conducta nightlykeyauditandfollow upinrelationtokeysthatare not returned. Keys
that are notreturnedwill be dealtwithonanindividualbasisbymanagement.

23. 23
Medical Emergencies—SOP
Objective:
Maintainthe integrityof ourguestsand the securityoperationatthe St.RegisDeerValley.
Wheneveranemergencycall isdispatchedtosecuritythere are specificstepstobe followedinorderto
maintainconsistencyandlimithotel liabilityduringemergencysituations.
First Aid:
The firstaid categoryisfor callswhere a guestrequestsa bandage or othermedical assistance,i.e.cut
that needsdisinfecting.
 The hotel does notprovide anyOTC medications,unlesstheyare soldtothe guest.
o Medicationsthatare givendonottransferhotel liability.
 Thistype of call shouldbe routedthroughPBXas a securityguestassistance call.
Medical Emergencies:
Generallywhenaguestmakesthistype of call theywill be panickingandspeakingfast. Itisimportant
that some informationbe gatheredandrelayedtosecuritysothatthe appropriate medical assistance
can be provided. All callsof thisnature mustbe routedthroughPBX.
 Remaincalm
 Some questionstoask(more can be askedif needed):
1. The locationof the emergency(are theyinasafe location)
2. The nature of the emergency(type of injury)
3. The name of the individual androomnumberif theyare a registeredguest
 Call thisinformationoverthe radiotoSecurityonchannel 1.
1. Security can make the determination,uponreportingtoincident,if anambulance is
needed.
 If an ambulance iscomingtothe propertythe followingindividualsmustbe alertedbyPBX,in
the followingorder:
4. Directorof Security—JesGines435–714–3794
5. Hotel Manager—Raj Radke 435–731–6384
6. General Manager—EdwardShapard435–602–0900

24. 24
PARCEL PASS—SOP
Associatesmayremove itemssuchasthose listedbelow fromthe resortwitharesort-issuedparcel
pass. Parcel passesmustbe filledoutandsignedbythe departmentheadorEC memberasindicated.
 Perishableitems—limitedtoflowers,plants,orfruit. If afruitbasketwassentthrough
HousekeepingorIn-RoomDining,the basketitselfmustbe returnedtoHousekeepingorIn-Room
Dining.
 Writtenmaterial—notincludingbooks,papers,orresortfurnishedbooksormagazines.
 Hangers—notincludinghangersfurnishedbythe resortforguestorpatronuse.
 Itemsleftfromconventionorcateringfunctions. If aconventionorcateringguestorindividual
givesyouagift,youshouldtrytoobtainawrittennoteorsignedbusinesscardfromthatperson
statingthatthe itemsisagift.If nonoteorcardisgivenyoumusthaveExecutiveCommittee
approval.
 Conventionandcateringplannerswhowishtogiveawayleftovermerchandise to associatesmust
provideanote tothateffecttothe appropriate departmenthead. Theauthorizingnote andlist
mustbe signedbythedepartmentheadanddeliveredto securitypriortothe removalof anyitems
fromthe resort. Individual parcelpasseswillneedtobe writtenforeach associatereceivingitems.
 All foodandbeveragesmustbe inasealedconditionforremoval fromthe resort.
No alcohol may be receivedas a giftand/or removedfrom the resort premiseswithoutwritten
permissionfromthe General Manager or EC Member.
No unsafe productsandnomedical productsmaybe removedfromthe resort.
Itisan associate’sresponsibilitytodeclareallitemsthatare removedfromthe resort,andonlyitemsthat
have beendeclaredmaybe removed. The declarationshouldbe done onthesamedaythatanitemis
removed.
All associatepurses,totebags,backpacks,parcels,andlike carriersorcontainersare subject,onarandom
basis,toinspectionbyanymemberof securityormanagementbeforean associateleavesthe resort.
Associatesshouldtherefore have noexpectationof privacywithrespecttosuchcarriersorcontainers.
Violationof thePackage PassPolicymayresultindisciplinaryaction,uptoandincludingtermination. An
associatewhorefusestoallowthe searchof anycarrierorcontainerbeingremovedfromthe resortis
subjecttotermination,evenforafirstoffense.

25. 25
I am inreceiptof the parcel passpolicy.Ihave read itand understandit.
Violationof thePackage PassPolicymayresultindisciplinaryaction,uptoandincludingtermination. An
associatewhorefusestoallowthe searchof anycarrierorcontainerbeingremovedfromthe resortis
subjecttotermination,evenforafirstoffense
Room#: _____ Items:_______________________________________________________________
________________________________ _________________________________________________
Associate PrintedName Signature Date
________________________________ _________________________________________________
DepartmentHead/ECMemberPrintedName Signature Date
________________________________ _________________________________________________
SecurityOfficerPrintedName Signature Date

26. 26
Parking Privileges—SOP
Objective:
Organize andmaintaina consistentparkingpolicyforall St.RegisDeerValley staff members.
Wheneveraparkingcall isdispatchedtosecuritythe followinginformationshouldbe giveninorderto
maintainconsistency.
Directors:
 Will receive anaccesscard to drive throughthe DeerCrestGated Communityandparkat the
upperresortgarage.
 Must collecta parkingdecal fromsecurity thatneedstobe displayedinthe car,visiblefrom
outside.
 Duringheavybusinessvolumesorspecial events mayrequesttomove bysecurityorvalet.
Managers
 May parkat the lowerresortmanagers’lotlocatedabove the lowerresortporte cochere.
 Must collecta parkingdecal fromsecurity thatneedstobe displayedinthe car,visiblefrom
outside.
Staff membersdriving
 If they choose to drive,they mustuse the Mayflowerparkinglocatedoff of Interstate 40,exit8.
 Shuttle timesare asfollows:
 Startingat 4:30 AM leavesupperresortdockforMayflowerparkinglotevery20 minutes
 Startingat 4:40 AM leavesMayflowerparkinglotfor upperresortdockevery20 minutes
 Shuttle drivesfrom4:30am–12:00am excludingfuel timesandmeal breaks
o 12 PM–1 PM for fuel andmeal break
o 6:30 PM–7 PM formeal break.
 For ridesbefore orafterlistedtimesplease requestsecurity.
SecurityDepartment —ext.5790 or Radio channel #1
JesGines —Directorof Security – ext.5791
RajeshRadke —Hotel Managerext.5733
Edward Shapard—General Managerext.5730

27. 27
Radio Control—SOP
Objective:
To provide andmaintainaqualitycommunicationdevice.
Check Out:
 Upon reportingtoproperty,associatesneedingradiosshouldreporttosecuritytobe issueda
radio.
 Each radio will be issuedto the individualsigningthe radioout,accordingtoeach radio’s
individualnumber. A hotel issuedIDordriver’slicensemustbe providedandheldinsecurity
until the radioisreturned.
o Radiosare to onlybe usedbythe individual whocheckedthemout
 Use of a radio by anotherindividual couldresultinthe staff memberissued
the radio beingresponsible fordamagestothe radio.
 The radio that ischeckedoutmust be the same radio whencheckedbackin.
Return:
 Radiosmustbe returnedto securityatthe endof everyshift.
o Leavinga radiounattended,outside the securityoffice,doesnotconstitutea
radioreturn. Radiosmust be returnedtoan actual memberof securityorinthe
radioreturnbox.
Use:
 Radiosare to be usedforhotel businessonly. Use of radiosfor otherreasonscouldresultin
disciplinaryaction,basedoneachindividual incident.
Channels:
 Each individual isresponsibleforsettingtheirradiotothe appropriate channel whenreceiving.
o Channel 1—Security/ Engineering
o Channel 2—FrontOffice/GuestServices/Butler
o Channel 3—Housekeeping
o Channel 4—Valet
o Channel 5—FoodandBeverage
o Channel 6—Private Channel
Damage:
Excessive damage will be managedonanindividual basis toinclude disciplinaryactionandpayingthe
cost for the radio.Each eventwill be addressedonanindividualincidentbasis.
RADIO ETIQUETTE:
The two-wayradiosuppliedbythe hotel isaprofessional communicationtool.Employeesshouldalways
be aware guestsandotheremployeesare aroundandwill be able tohear whatissaid overthe radio.
Whenyouwishto call someone onthe radio,state theirname or departmentthenstate yourname.
Example:If PBXistryingto contact securitythe PBXoperatorwouldsay,“SecurityfromPBX”.
Properradioetiquette includes:
 Holdingthe radioor microphone severalinchesawayfromyourmouth,thenholdthe keypad
downfor a couple of secondsbefore speaking
 Speakingclearlyandconcisely

28. 28
 Keepingcommunicationbrief;conversationsordiscussionsshouldbe overthe telephone
 Neversayingthe name of a guest and theirroomnumberoverthe radio as a safetyprecaution
and to protectour guest’s identity
 Alwaysbeingprofessional
If you have any questionsaboutanyof thisplease feel free toask forclarification.
I understandthe above andwill be heldaccountable fordamages.
Signature Date
PrintedName

29. 29
Vehicle Safety—SOP
GOAL:
Reduce the risk of injury or property damage as a result of operating motor vehicles.
PROCEDURE:
 Allowonlylicensed,competentassociates(qualifiedbyage andexperience relativetothe
vehiclesoperated) tooperate Starwoodvehicles(includinggolf carts);orwith theirpermission,
a guest’sor a memberof the public’svehicle.
 Maintainproof of registrationandinsurance asrequired,forall Starwoodvehicles.
 Followthe manufacturers’recommendedoperational instructionsandpreventative
maintenance schedule.
 Documentall service performed,andretainmaintenance recordsforthe service life of avehicle,
and longerif itisinvolvedinanaccident.
 Maintaina fire extinguisher,afirstaidkit,a fluorescentvest/jacket,andflaresorwarning
reflectors/trianglesaboardall public-road,multi-passengerStarwoodvehicles(vans,courtesy
cars, etc.).
 Maintainspare setsof keysforeach Starwoodvehicle.
 Designate areasauthorizedforparkingbasedonvehicle type,securityconsiderationsand
insurance requirements.
 Conducta periodiccheckof authorizedassociates’drivers’licenses —atleasttwice eachyear.
 Where valetparkingiscontracted,ensure the companyprovidingthe service followsthese
procedures.
Associates’ Responsibilities:
 Possessacleanand validdriver’slicense whenoperatingavehicle.
 Conducta pre-operationsafetycheckof vehicle (tires,horn,headlights,emergencyflashersand
on-boardsafetyequipment).
 Immediatelyreporttoyoursupervisoranyunsafe conditionorequipment(dashboardwarning
lights,headlights,wiperblades,windshieldwasherfluid,brakes,etc.) onaStarwoodvehicle.
 Neveroperate avehicle foranypurpose otherthanitsintendeduse.
 Do not overloadvehicles.
 Obeyall trafficlawsandregulations.

30. 30
 Obeypostedroadsignson private property.
 Alwayswearseatbelts,andaskpassengerstodo the same.
 Operate onlysafe vehicles.
 Operate vehiclesinasafe and responsible manner andneverdrive while impaired,affectedor
influencedbyalcohol,drugs,illness,fatigue orinjury.
 Be aware of vehicle heightwhere headroomisrestricted.
 Be sure the vehicle hasenoughfuel orelectriccharge tocomplete the assignedtask.
 Immediatelyreportall accidents,incidentsorinjuriestoyoursupervisor.
 Keeppossessionof the keywhen leavingthe vehicle.
 Engage the parkingbrake whenleavingthe vehicle.
 Do not pickup hitchhikersornon-guestrelatedpersons.
 Whenon publicroadways,use cell phonesonlyfornecessarybusinesscommunications,and
onlyinhands-free orBluetoothmode. Neverreador sendtext messageswhile operatinga
vehicle.
Valet Parking Attendants:
In additiontoall the associates’responsibilities above, parking attendants must also do the following:
 Refuse tooperate andtake custodyof unsafe vehicles.
 Lock parkedvehicles.
 Neverleave keysorkeyboardunattendedorunsecured.
 Inspectvehiclesuponreceivingthemfrom andreturningthemto guests;note all damageson
the valetticket.If possible,mentionthesefindingstoguestsatarrival.
 Park onlyinauthorizedareas.
 Do not tamperwith or adjustvehicle accessorysettings.Adjustthe seatonlyforsafetyreasons.
 Remove windshieldticketstubwhenreturningthe vehicle toaguest.
 Notifysecurityorthe MOD whena guestwhodoesnot appearto be able to drive safelyasksfor
the keysto his/hercar.

31. 31
Reporting Accidents
 Immediatelyreportincidents/accidentstomanagement and,if necessary,local law
enforcement.
 Exchange andgather informationfromwitnesses,andperson(s) involvedinthe incident.
 Complete anaccidentreport.

32. 32
Security Overnight Check List
Shift meeting with officer being relieved to cover daily activity.
First evening patrol and lock down
Lock pool at 12:00AM —Top gate only
Check all fire pits and make sure they are off or will be shut off in
case of guest use
Banquet kitchen —Peter’s office, liquor room, silver room, exit doors,
chocolate room, cabinets, and cages
Banquet event spaces —ball room 1 & 2, DC, Wasatch, board room,
Library, Deer Crest, Jordanelle, etc.
Game room (check equipment), Deer Crest Club, ski barn, business
center
Spa —outside patio, 1st and 2nd floor entrances, exits, and spa rooms
Athletic Club —ensure entrance and exits are locked
Boutique —ensure that it’s locked
Real estate office —ensure it’s locked
Lock executive offices
3rd floor kitchen —ensure that all coolers are locked or being tended
to by chefs, ensure that liquor is locked, patrol the restaurant regularly
to ensure that nothing is lost
Wine vault —ensure that it is locked
Terrace kitchen —ensure that it is locked (check the window)
Patrol and check the bar and speak with MOD (regularly every hour
or two)
Full hotel floor patrol (check halls for damage)
Check Mountain Terrace and pavilion
Lower resort check —Secure all entrance and exit doors that can be
locked, check parking lot for suspicious activity, check fire feature,
check restrooms
Open required HCS doors for overnight cleaning, secure them
afterwards (do not prop them open)

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Perform all necessary security duties while on shift —Daily activity
report; respond to email requests; key requests; radio calls; log lost
and found; maintain, organize, and follow up with all necessary
incident reports; noise complaints; or any security action necessary
Key and radio audits
Second patrol and loss prevention checks
Ensure all doors are still secure
Check all floors
Check all function areas
Check all alcohol storage rooms
Keep your patrol patterns and times random

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Incident Report Writing – SOP
In the event there is an incident, these are the steps that must be taken in order to
complete report. Not always in this order.
1. Collect written statements from all witnesses to the incident.
2. Collect every bit of information that you can. In this caseplease reach out to
the guest for his/her info.
a. It is important that every line be filled out on the report.
3. Take pictures
a. It is vitally important to attach them to the report.
4. In the event of injury or accident involving an associate a drug test needs to
be taken.
a. Drug test to be taken within 24 hours
b. Fill out PostAccident (Reasonable suspicion) form and inform the
associate they will take drug test.
c. The form you give to the associate is called a Chain Of Custodyform.
In the middle right drawer of the officers computer desk.
d. If 2 security on duty the associate is to be taken by one of the officers.
If only one, engineering will need to take security calls until you
return.
i. If this is the case please COMMUNICATE THIS WITH MOD.
5. Save the report in this format.
a. Security Folder
i. Incident reports
1. Master Incident report log
a. Incident Reports 2015
i. Select the folder (Automobile Accident,
etc.)
1. Select the Month (06 JUNE, etc.)
b. Last name, First name 1.15.15
6. Email the report to
a. 01588 Security
b. The Department Head of the individual who is involved. Or the
department that is effected by the incident.
c. If it is an associate, also Jackie must be included.

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7. Make sure that pictures, written statements, and Drug Testing forms are
scanned and included in the email.

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INCIDENT REPORT
AUTOMOBILE ACCIDENT
(NO INJURY)
HOTEL CODE:1588
Incident No.
01-15-2015
Claim Handling Instructions: Information Only Establish Claim
DriverName: Mr./Ms.:
JimbobSmith(Associate
Cell Phone Number:
555-555-555
Work Phone
( )
ext.
Address: (Street,City,State,Zip)
1440 Park Ave ParkCityUtah 84060
RegisteredGuest Room No. Patron Other Valet
Driver
Birthdate/Approx. 8-10-79
AutoOwnerif differentthenDriver
JohnDoe
Home Phone
555-555-5555
Work Phone
( )
ext.
Address: (Street,City,State,Zip)
13007 S 15th Ct JenksOK 74037
AutoInsurance Information
Rentedwith BudgetCarRental
Locationof Incident
ParkingGarage
Occurredon day 1-15-15 approx.2300 Reportedon:1-15-15
Vehicleinformation:
BLK Ford Expedition
Other Vehicle involved:
N/A
Description ofVehicleDamage:
Scratch about 6 inchesinheightand18 inchesin
Description ofVehicleDamage:
N/A

37. 37
length.Tothe driver’sside reardoor.
Reportedto:
Scott Warner– SecuritySupervisor
PeilunLee - MOD
2nd
VehicleAutoInsurance Information:
N/A
Detailsof Incident/DescriptionofDamage: FACTSONLY (who,what,when,where,and how
according to claimant
Valet,JimbobSmith,calledSecurityOnDutyScottWarner at approx.1100PM to make a
report.Jimbob statedthatwhilehe wasvaletingavehicle (Ticketnumber12606), he was backingit
intoa stall and made contact withthe cementpostscratchingthe driver’sside reardoor.Photoswere
takenand a writtenstatementwasprovidedbyJimbob.Also,Jimbob wasprovidedwithpaperwork
to complete adrug testat the Park CityClinicwithin24hours.Pei (MOD) attemptedtoreach out to
the guest,theydidnotanswerand a message wasnot left.
CLAIMANT:
end of report
or continued
Witness(es): Name,address,home&work
phonenumbers
Police/Fire DepartmentInformation
DepartmentName:
NotificationDate/Time:
Officer’sName:
Badge Number:
Case Number:
ReportPreparedBy:
Scott Warner
Date andTime:
01-15-15 2340
ReviewedBy: Date andTime:

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INCIDENT REPORT CONTINUATION SHEET
Details of Incident, continued:
Any Additional Documentation Necessary? Yes No
(Examples: pictures, diagrams, damaged equipment, folio, registration card, bar bill, room
access information, etc.)

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Location of Additional Documentation or Evidence:
Report Prepared by:
Scott Warner
Date of Incident:
01-15-2015

40. 40
This form is found under:
 Security folder
o Incident reports folder
 Drug Testing Folder
 REASONABLE SUSPICIONTESTING FORMS
o Page 3