SECURITY

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 CONTENTS

SL. NO. TOPICS PAGE NO.

1. BUILDING 3

2. GOODS 4

3. SERVICE ENTRANCE 5

4. DOCUMENTS 6

5. KEY CONTROL 7

6. GUEST ROOMS & GOODS 8

7. HOTEL PARKING 9

8. WISHING A GUEST 10

9. GARBAGE 11

10. EMERGENCY EXITS 12

11. FIRE 13

12. GATE PASSES 14

13. THEFT 15

14. DIFFICULT GUEST 16

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 BUILDING

AIM:

To secure hotel building from any damage, sabotage etc.

STEPS:

The guard on duty must take rounds of the hotel at regular intervals to assure that:

# The building is secure

# No suspected / unauthorized person is moving around.

# Nothing unusual is kept / dumped.

# The road is clear.

# All the windows and doors opening at ground level are closed and locked.

# The road and building focus lights are on in the evening and night to keep an eye and are in
working condition.

# Nothing should be left unchecked while entering / leaving the hotel whether it’s goods / staff /
suspected person.

# The guard should be aware of how the bomb looks like and how to identify it.

# Check whether any inflammable items are stocked or dumped around the hotel must also look
for any other fire hazard.

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 GOODS

AIM:

To secure hotel goods like furniture, equipment etc. against damages, thefts and pilferages.

STEPS:

1. The guard on duty while taking rounds must keep a watch on all the goods kept in the
hotel.

2. Anyone found damaging the hotel goods must be stopped immediately and the manager
on duty should be informed.

3. No one should be allowed to move the goods outside the hotel without an authorized gate
pass with all the details mentioned on it.

4. All staff and visitors should be checked while entering and leaving the hotel to avoid any
thefts / pilferages.

5. Anything coming into the hotel must be entered in the security records and if the goods
have to be taken out of the hotel then a gate pass should be issued.

6. Any noticed fire hazard should be removed immediately.

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 SECURITY ENTRANCE

AIM:

To safe guard the staff / service entrance.

STEPS:

 All the staff entering the hotel must be signed in. their attendance marked and kept with
the security.

 No staff should be allowed to enter the hotel premises without signing in or half an hour
before schedule duty timing unless called by the department manager.

 Physical checking must be done for all the staff while leaving the hotel.

 Any visitor who comes to meet a manager / staff for official work must seek permission
from the concerned person then fill up the details in the visitors log book and then be
allowed to enter the hotel.

 Any goods entering into the hotel should have authenticated documents / P.O. etc. and
should be allowed to be taken out through proper gate pass only.

 Explosives, arms etc. should not be allowed to enter the premises without any written
authorization from a manager.

 Off duty staff should not be allowed to enter the hotel unless he / she are called by a
manager.

 Drunk / untidy / banned staff or persons should not be allowed to enter the hotel
premises.

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 DOCUMENTS

AIM:

To prevent official documents from being taken out of the hotel, which can lead to leakage of
information, suture plans, turn over revenue etc.

STEPS:

 All guards on duty must be aware that no official documents can be taken out of the hotel
without a written authorization from General Manager.

 Any staff/ visitor going out of the hotel should be physically checked and if found
carrying any important document without any written permission, the security officer
and Manager on duty should be informed immediately and strict should be taken.

 Any document found missing by any department should be immediately brought to the
notice of the management and security should also be informed.

 Investigation should be done by the security officer / supervisor and detailed report
should be submitted to the General Manager.

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 KEY CONTROL

AIM:

To secure the places from damages, thefts and pilferages.

STEPS:

 Security guard on duty must ensure that all the keys of the offices, stores and other
departments are deposited with the security controls after closing and should only be
issued to the person authorized by the department head.

 All withdrawals and deposits of the keys must be entered in the key control register with
all the details such as:

 Time of withdrawal /deposit

 Name of the department
 Name of the person withdrawing / depositing the keys.
 Number of keys
 Signature of the person and guard on duty.

 While taking rounds of the property, guards must check all the offices for lock, lights
(should be switched off after closing), if anything unusual is noticed, inform the
supervisor / Manager on duty.

 If the keys of a particular department are not deposited on any day after closing an entry
should be made in the security log book and it should be shown to the General Manager
next day during morning meeting.

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 GUEST ROOMS & GOODS

AIM:

To provide security to the hotel guests and their belongings.

STEPS:

 The guard on duty must take rounds of all the guest floors and must check doors and
windows for lock.

 Any room if has to be opened in the absence of a guest (except servicing), security should
be called and only then the room can be opened.

 Guard must ensure that no unauthorized person / staff are found moving in the guest
areas.

 Anyone who comes to see / meet a guest should not be sent directly to the guest rooms.
Check with the guest whether he / she know the visitor and / or would like to see him /
her or not.

 Anyone entering guest room or found moving guest’s goods must have guest’s
permission for the same.

 Check that all corridor and public area lights are working and switched on / off on time.
If any light is found out of order inform engineering department.

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 HOTEL PARKING

AIM:

To handle parking effectively and to provide security to guest vehicles

STEPS:

 The guard must make sure that all the guest vehicles are parked in such a way so that
maximum number of vehicles can be parked in the porch.

 Check that all the vehicles parked in the porch are locked and lights are switched off.

 Guest must keep an eye on all the parked vehicles to avoid any thefts / damages to them.

 As soon as guest parks his / her vehicle inform him / her not to leave any valuables in the
vehicles.

 Help the guest while he is parking / taking his vehicle out of the parking.

 Ensure that all parking lights are in working condition and are switched on/off on time.

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 WISHING A GUEST

AIM:

To wish a guest in a polite and friendly manner...

STEPS:

 Whether on rounds or on duty (where stationed ) whenever a guard faces / sees a guest he
must him / her as per the time of the day in a polite and friendly tone e.g. “Good Morning
Sir / Madam “ and if the guest name is known then always wish him / her by name.

 Security guard must salute the guest while wishing him / her.

 This should be followed at all time irrespective of day / night.

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 GARBAGE

AIM:

To stop pilferages, thefts and wastages through garbage.

STEPS:

 When the garbage is removed from the hotel by the sweeper or municipality staff, the
security guard on duty must check it thoroughly and the sweeper or kitchen stewarding
staff must sort the garbage.

 While sorting the garbage the guard must look for cutlery, silverware, crockery,
brassware, empty / filled bottles etc. these things comes to garbage either by mistake or
intentionally as part of pilferage and theft.

 If any of such things are found in the garbage, these should be noted down and a detailed
report should be made and a copy should be sent to all the concerned department heads
and General Manager.

 All such items should be sent back to the concerned departments and the guard must get
the signature of the person who is receiving the goods.

 In the absence of a garbage room. The garbage should be either sorted I the area or where
it is thrown near the hotel.

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 EMERGENCY EXIT

AIM:

How to check Emergency Exits.

STEPS:

The guard must inspect all the fire exits for the following while taking rounds.
 They are well lit.

 Doors are opening only one-way and cannot be opened from outside as most of fire exits
usually lead to open areas.

 Stairs are not blocked with dumped material.

 Stairs are regularly cleaned.

 Ventilation and exhaust system are working.

 Power indications are there leading to the exits.

 Doors should never be locked.

 P.A. system should be working (if available) in the emergency exits.

 Stairs are well maintained and are not broken or the stone / steps are not loose.

 Nothing is kept in front / behind the doors.

 Emergency lights are in place.

 All the floors are marked with floor Nos.

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 FIRE

AIM:

How to handle fire.

STEPS:

On seeing or receiving a message from any person regarding fire, try and take information
regarding
a) Location
b) Type of fire

 Take appropriate extinguisher and rush to the location of fire, after informing the
Supervisor / Chief Security Officer.

 Try and extinguish / control the fire, but if it gets out of control then immediately ask the
operator to call the fire brigade (after seeking Chief Engineer’s and GM’s approval).

 Inform all the guests through Telephone, P.A. system or personally to vacate their rooms
and reach pre decided safe place.

 Guide the guest to reach the safe place.

 Provide First Aid to injured guests (if any)

 Help fire brigade to reach the location and extinguish the fire.

 Take staff help and if needed staff should be asked to vacate the hotel.

 In case of an office fire remove all the documents, cash, guest’s records and information
etc.

 Once controlled, do the investigations for cause of fire and make a detail report (by C S O
/ Supervisor) and send it to GM and copy should be marked to HO through GM.

 Any small fire which may be controlled without the help of fire brigade should also be
reported to H.Q. and investigations should be done.

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 GATE PASSES

AIM:

How to handle gate passes.

STEPS:

 All the goods going out of the hotel must be supported by an authorized gate pass.

 For goods which will come back a returnable gate pass are made in triplicate, first copy
goes to the security, second to the carrier of goods and third is the office copy (user
dep’t). Date of return must be clear and status of outstanding items must be issued
regularly.

 Non-returnable gate passes are made for the items which are not going to come back.
This gate pass should be signed by the GM / U.F.C along with the concerned dept.
Manager. This is made in duplicate, one copy for security and second is the office copy.
Reasons for “NON-RETURN” must be clearly mentioned.

 All the gate passes must be stamped ‘OUT’ with date and filed properly.

 All the goods received back must be entered in the filled returnable gate passes and
stamped ‘IN’ with date and time.

 At every month end a list of returnable gate passes should be made on which the due date
for returning the goods has passed. This list should be circulated to the concerned depts.
And copy should be sent to GM.

 All the items going out on gate passes must be checked against the items mentioned on
gate passes.

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 THEFTS

AIM:

How to handle Guest’s theft complaints.

STEPS:

 Immediately after receiving a theft complaint the service entrance must be informed to
thoroughly do a physical check of all the staff going out.

 Meet the guest and take all the information regarding theft such as:
 Item stolen
 Approximate price
 Location
 Time
 When last noticed by the guest
 Who all has come to the room
 Doubt on any staff etc.

 Investigate the matter by meeting and taking statement of all the staff who had visited the
room.

 If necessary open staff lockers or check staff accommodation in the presence of personal
Manager or any other Manager.

 Make a detailed report with suggestions, the name of the culprit (if found) and submit it
to the GM and copy to Personal Manager.

 If the item is found, return it to the Guest.

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 DIFFICULT GUEST

AIM:

To handle drunk / difficult guest politely and carefully.

STEPS:

 No security staff should ever mix up with the guest.

 Any drunk or problem maker guest should be handled in a polite and friendly manner.

 Never interface if a manager is handling the guest or unless security is called.

 Always follow the instructions of the Manager and never take your own decision. In
certain cases the guest may have a high status in the society or is a VIP / CIP
(Commercially Important Person) for the hotel.

 Never man handle / fight with the guest.

 Always try to convince the guest.

 Never argue or abuse the guest.

 Make sure that such guests do not harm other guests of the hotel or the hotel property.

 Never call the police (unless GM instructs).

 All such incidents must be logged and sent to the Manager’s / GM’s office.

 Armed guests(if any) must be tackled with extreme care.

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