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Security_Everyones_Responsibility_Presentation
- 1. “Risk Management: Securityis Everyone’s Responsibility” Marriott Confidential & Proprietary Information
- 2. Part 1: Strategyfor Marriott Hotel Loss Prevention Marriott Confidential & Proprietary Information
- 3. Prevention Is Key!!! MarriottConfidential & Proprietary Information
- 4. Security Needs ToBe A Team Effort Marriott Confidential & Proprietary Information
- 5. Common Images ofa Loss Prevention Officer Marriott Confidential & Proprietary Information
- 6. Alert and ResponsibleEmployees Make The Difference Marriott Confidential & Proprietary Information
- 7. Part 2: ThePower of Observation Marriott Confidential & Proprietary Information
- 8. Be More Awareof Your Surroundings Marriott Confidential & Proprietary Information
- 9. Watch, Listen andReport Suspicious Behavior and Activity Marriott Confidential & Proprietary Information
- 10. Always Trust YourInstincts, and When in Doubt Err on the Side of Caution. Marriott Confidential & Proprietary Information
- 11. Part 3: Hospitality– Our Best Defense Marriott Confidential & Proprietary Information
- 12. Make Eye Contact(15/5 Rule) Marriott Confidential & Proprietary Information
- 13. Develop a Rapportwith Guests Marriott Confidential & Proprietary Information
- 14. Ask Questions Marriott Confidential& Proprietary Information
- 15. Avoid Discrimination! CriminalsCome in All Shapes and Sizes. There are No Suspicious People, Just Suspicious Behavior. Marriott Confidential & Proprietary Information
- 16. Part 4: StandardOperating Procedures Marriott Confidential & Proprietary Information
- 17. Report All Crimesto The Police by Calling 911 Marriott Confidential & Proprietary Information
- 18. Confidential Information Do notreveal guest information to third parties. Do not leave confidential documents unattended. Never announce a guest’s name or room number aloud over the radio. Ask callers for the name of the guest and the room number before connecting a call. Do not throw away sensitive documents. Shred Them! Marriott Confidential & Proprietary Information
- 19. Master Keys Never leavekeys un- attended. Report lost/missing keys immediately. Do not share keys with other employees. Only use keys when and where you are authorized.Marriott Confidential & Proprietary Information
- 20. Unattended Rooms Always secure GuestRooms, Offices, Meeting & Storage Spaces Marriott Confidential & Proprietary Information
- 21. Security System Failure Report It! Doorsthat wont lock Cameras & Alarms not working Malfunctioning Communication Equipment Marriott Confidential & Proprietary Information
- 22. Part 5: KeyCards Marriott Confidential & Proprietary Information
- 23. Passwords: Do notshare passwords with fellow associates. Marriott Confidential & Proprietary Information
- 24. Key Issuance Marriott Confidential& Proprietary Information
- 25. Expiration Dates: Makekey cards that expire on the date of checkout as close to the checkout time as possible. Marriott Confidential & Proprietary Information
- 26. Replacement Key Cards Neverissue a duplicate key. Issue replacement keys only after verifying the guest’s identification and registration. Marriott Confidential & Proprietary Information
- 27. Unusual Requests •Report Unusual RoomKey Requests to Your Manager. Marriott Confidential & Proprietary Information
- 28. Part 6: GuestRoom Security Marriott Confidential & Proprietary Information
- 29. Verifying Rightful Occupancy VerifyGuest’s Name and Registration Before Admitting Guest into Room. If Guest Arrives When Room is Being Serviced, Ask Guest to Use Their Room Key in the Lock to verify them. After Receiving Manager’s Approval, Allow Guest Entry into Room to Retrieve Identification while you observe. Marriott Confidential & Proprietary Information
- 30. Summary: You MakeThe Difference! Make Security a Top Priority and Remain Attentive and Alert Report Anything That Looks Suspicious Be Hospitable (15/5 Rule) Report Observations of Crime or Criminal Activity to Law Enforcement Follow All Security Procedures to Protect Guests and Hotel Property Marriott Confidential & Proprietary Information
- 31. Marriott Confidential &Proprietary Information
- 32. Marriott Confidential &Proprietary Information
- 33. Thank You forYour Time. Marriott Confidential & Proprietary Information
- 34. A Daniel Keating Production MarriottConfidential & Proprietary Information
Editor's Notes
- #2 Good afternoon everyone, and welcome to “Risk Management: Security is Everyone’s Responsibility.” My name is Greg Daniel, from the Loss Prevention department; and this is Henry Keating, the Director of Loss Prevention. Today we are going to show you how each and every one of you can play an active role in maintaining a safe and secure environment for our guests and fellow employees……. Next Slide
- #3 In our first section we will breakdown Marriott’s overall approach to hotel security. Next Slide
- #4 Prevent incidents before they happen. Remember, prevention is the easiest and most effective way to maintain a safe and secure work environment. As the saying goes, “An ounce of prevention is worth a pound of cure.” Next Slide
- #5 Security needs to be a team effort, allowing each employee to become an extra set of eyes and ears for Loss Prevention….. Now I know when you look at Henry and I you may think: Next Slide
- #6 “These guys obviously have everything under control. Why do they need my help?” Often the public sees security as an unstoppable force for truth and justice. But despite all of our intense training and discipline…. Next Slide
- #7 Even we can’t be everywhere at once. Alert and responsible employees can help make up the difference. Questions: Can any of you give an example of how you can help be an extra set of eyes and ears for security? Does anyone know the Radio Code to alert security that there is an emergency in the lobby? (Code 21) Next Slide
- #8 Section 2: The Power of Observation. In this section we will discuss ways to make you more alert to criminal activity. Next Slide
- #9 Be more aware of your surroundings. Know whose around you at all times. You do not want to end up like this guy. Next Slide
- #10 Watch, listen and report suspicious activity to either a supervisor or a member of the loss prevention department. Do not attempt to apprehend the suspect on your own. Next Slide
- #11 Always Trust Your Instincts, and When in Doubt Err on the Side of Caution. It is better to be safe than sorry. Questions: 1. What is an example of suspicious activity that you observed while working? Next Slide
- #12 Section 3: Hospitality-Our Best Defense. Here we will discuss how simple customer service can aid in deterring crime. Next Slide
- #13 Always Make Eye Contact. Criminals hate attention. They would rather go unseen. By simply practicing the 15/5 rule you can, both, welcome guests and deter criminals at the same time. Next Slide
- #14 Develop a rapport with guests. Small talk can make a big difference. Showing interest makes the guest feel more comfortable at our hotel. It can also help raise our GSS Score. Next Slide
- #15 Ask questions. Politely ask information about: Who the guest is; What their interests are; Where they are from; and How we can make them feel more at home. You can filter out guests from non-guests, while learning valuable information to help you serve our customers better. Next Slide
- #16 READ SLIDE Questions: Can anyone give an example of how they used the power of observation to help a guest or deter a potential criminal? Next Slide
- #17 Section 4: Standard Operating Procedures. In this Section we will go over basic procedures for dealing with Crime, Confidential Information, Master Keys, Unattended Rooms, and Security System Failures. Next Slide
- #18 READ SLIDE Next Slide
- #19 READ SLIDE Next Slide
- #20 READ SLIDE Questions: What happens if a key goes missing? Next Slide
- #21 READ SLIDE Next Slide
- #22 Report all Security System Failures to a supervisor. This includes Doors that won’t lock, malfunctioning cameras and alarms, and broken communications equipment. Questions: If a supervisor is not available, how else can you report equipment issues? (Work Order) 2. Can anyone think of a policy, in your own department, used to keep information and equipment safe and secure? Next Slide
- #23 Section 5 discusses Marriott’s policy for handling Key Cards. Next Slide
- #24 Do not share your passwords with fellow employees. Passwords are like your own personal key to the computer. So the assumption is, “If it was done under your username, it was done by you.” Next Slide
- #25 READ SLIDE Next Slide
- #26 READ SLIDE Next Slide
- #27 READ SLIDE Next Slide
- #28 Report any unusual room key requests to your manager. Questions: Does anyone have an example of an unusual key request they received from a guest? Next Slide
- #29 Section 6: Guest Room Security. Next Slide
- #30 READ SLIDE Next Slide
- #31 In Summary: You make the difference 1. By making security a top priority and remaining attentive and alert. 2. By reporting anything that looks suspicious. 3. By being hospitable and using the 15/5 rule. 4. By reporting observations of crime or criminal activity to law enforcement 5. And by following all security procedures to protect guests and hotel property………… If we can keep these principles in mind…. Next Slide
- #32 Together we can make sure that this…..… doesn’t turn into Next Slide
- #33 This…… Questions: Any Questions? Next Slide
- #34 Thank you for your time everyone.