CHAPTER 7: order and control

Tittle of the Lessons

Lesson 1: SECURITY PERSONNEL
Lesson 2: Additional HEATH and SAFETY protocols DUE TO COVID 19
Lesson 3: TYPES OF SECURITY SYSTEM
Lesson 4: SAFETY AND SECURITY EQUIPMENT
Lesson 5: SAFETY AND SECURITY MEASURES

INTRODUCTION
Guests who visit establishments under the hospitality industry comes with an
understanding that their belongings and themselves will be safe and secure during their stay.
That is why proper safety and security system is essential to protect guests, staff, and the
establishment's physical resources and assets. Safety and security are always the priority in
guest service.

OBJECTIVES
At the end of the unit discussion, the students must be able to:
1. Understand the importance of safety and security.
2. Identify types of security.
3. Identify the roles and responsibilities of security.

LESSON 1: SECURITY PERSONNEL

Patrols
 Security guards in any hospitality establishment should patrol the various areas of the
property.
 They are responsible for looking after the stairwells and secure the doors' locks to
ensure that there will be no danger.
 Guards must patrol outdoors as well.
 Large establishments may employ several guards to keep up patrols and
maintain communication through radios.
Response
 When there are complaints and accidents, the security team should respond.
 Whether the guard hears a cry out for help or is summoned by anyone, they must be
prepared to rush to a potentially dangerous scene and calm the guests or control the
situation until the local police can arrive.
 Security guards in hospitality establishments like restaurants typically don't carry
 firearms, but weapons are available if needed.
Surveillance
  It is the role of the security team to urge, maintain, and monitor security
cameras, alarm systems, and other surveillance equipment.
 One or more security personnel could even be stationed in an office where they're
going to watch the captured incidents by the cameras on monitors.
 Working cameras useful to identify crime and should allow one watchman to watch
numerous locations on the property simultaneously.
Escort
 Unruly guests are often escorted by the security guard on duty.
 Bars and nightclubs count on the security guard to maintain order by directing
intoxicated guests to taxis or friends for transport out of the building.
 In hotels, loiterers that are not registered who are harassing guests are escorted off the
property.
 Security teams may have a designated holding area in the establishment where they
can detain people against whom the management wishes to press charges.
Administrative Duties
 Most establishments employ security guards 24 hours a day, seven days a week.
 Flexibility is one of the requirements in the job description for security officers.
 They must be available to work set shifts and cover alternate shifts when
necessary.
 After each shift, the security officer must fill in a report and communicate all
activities he encountered during his working time.
 A thorough report can alert the next shift to areas that need extra attention.

LESSON 2:ADDITIONAL HEALTH AND SAFETY PROTOCOLS DUE TO COVID

19

 In a new normal setting, additional order and security protocols are implemented due
to the COVID 19 to mitigate the transmission of the virus. These protocols are
implemented by the management and security staff of the hospitality and food
establishment; this includes the following:
 Social distancing- at least a minimum of 1 meter each guest/customer or guest
 Handwash and sanitizing – there must always a standby hand sanitizer dispenser and
disinfecting for both the customer and employee. Thee
 the establishment is required to Surface disinfecting
 The establishment is required to implement the wearing of Face mask and face shield
to their employee and guest/ client
The establishment is implementing 30% capacity of costumer are allowed indoor,
often of delivery services
LESSON 3: TYPES OF SECURITY SYSTEM

Video Surveillance Systems

Many commercial establishments have some sort of closed-circuit television (CCTV)
that is used to monitor sensitive areas such as the front desk, cashier, doorways, and common
areas. However, there is an improved software that allows the operator to match up specific
transactions with the video footage from the CCTV, eliminating the need to go through hours
of video to find the fraudulent activity.
Hospitality establishments need to invest in high-quality cameras that can capture
small details such as facial features, amount of bills, and so on. Using a high- technology
security system, the establishment can save more money.
Cybersecurity
The IT and security departments of the hospitality establishment should work together
to establish a safe online platform for staff and customers. The wifi connection in the
establishment should be a secure network that will require guests to log in before using.
The IT manager should set up wifi with role-based access to make sure only guests
can use it. This security measure will prevent unwanted third parties, such as hackers, from
invading guests' private information.
Mobile Room Keys
The traditional type of hotel keys can get lost or stolen easily. Mobile keys, on the
other hand, are used to strengthen security. Everything can now take place right from a
smartphone, reducing the effort of collecting keys from guests.
Demagnetization is one of the common issues for traditional key cards. Guests can
avoid the frustration of losing access to their rooms or having to go back to the front desk for
assistance. With a mobile room key, these hassles of reprogramming a key can be avoided
again and again. Also, the check out process can be done with a few clicks.
Guest Safety
One of the priorities of hospitality establishments is the safety of their guests. That's
why management always considers improving hotel rooms to increase security. Putting an in-
room safe where guests can stow essential documents, cash, passports, priced items, and more
will be a good room upgrade.
Staff Training
A safe and secure hospitality establishment all starts with knowledgeable and trained
staff. A meeting with all employees that concerns guest safety should be conducted regularly.
Reviewing safety requirements on how the team can stay safe while assisting the guests in the
event of fire and evacuation.
The management should consider the most effective ways on how to train their staff.
Using instructional videos for clear visualizations or bringing in a professional
lecturer will be a good start. Worksheets that outline vital statistics and data should be handed
out. There should also be a platform where the employees can easily ask anonymous
questions or raise complaints.
Profit-Sharing
Offering employees profit-sharing is one effective way to improve security.
Employees should feel a sense of pride of ownership that will keep their eyes and ears open
for misconduct. When they observe something inappropriate, they will stop or report it.
Profit-sharing will allow employees to grow in a hectic industry. Most profits may
come in the form of a bonus given at the end of the year that people can use to their hearts'
desire. It is not just an increase in loyalty; employees with profit-sharing options can take
ownership of their role in the establishment and improve productivity.

LESSON 4: SAFETY AND SECURITY EQUIPMENT

Fire Extinguishers
Lodging properties should be prepared for four classes of fires:
 Class A fires involve combustibles
 Class B fires involve flammable liquids
 Class C fires involve electrical equipment
 Class K fires involve cooking oils and fats
Establishments with a full sprinkler system are
permitted to eliminate fire extinguishers, but
considerations should be given to use fire extinguishers
in fighting emerging fires rather than waiting for the
fire to reach the sprinkler system.

https://www.google.com/search?q=fire+extinguisher&sxsrf=ALeKk02RHudnCQatJ4NDcCV2eDkQvSfkxg:1600488169314&source=lnms&tbm=isc
h&sa=X&ved=2ahUKEwiN-bGGq_TrAhVMA4gKHV_ECF0Q_AUoAXoECBMQAw&biw=1536&bih=706#imgrc=gtMo-gwcXBn7LM

 Accident Prevention Signs

Occupational Safety and Health Administration (OSHA) classifies
accident prevention signs into three categories:
 Danger signs
 Caution signs
 Safety instruction signs

https://www.google.com/search?q=fire+exitr+sign&tbm=isch&ved=2ahUKEwi5_eKsq_TrAhWDzYsBHf7AC_8Q2-
cCegQIABAA&oq=fire+exitr+sign&gs_lcp=CgNpbWcQAzoGCAAQChAYUIukEFjNxRBg_MgQaABwAHgAgAHRB
4gBlSCSAQsyLTMuMC4zLjIuMZgBAKABAaoBC2d3cy13aXotaW1nwAEB&sclient=img&ei=OYNlX_n8MIObr7wP
_oGv-A8#imgrc=xHbFf9tb2NoDiM
 Danger Signs: this indicated immediate
danger; it should be posted to warn for specific
danger and to warn that special safety
precautions may be required. Red should be the
color of these danger signs, which includes
restricted area, do not enter, in case of fire and
emergency exit signs.

https://www.google.com/search?q=danger+sign&tbm=isch&ved=2ahUKEwie64Cpq_TrAhVjNaYKHQjdBFcQ2-
cCegQIABAA#imgrc=UUZxAav_drv8AM

Caution Signs: this is used to warn guests

against potential hazards or unsafe practices.
Yellow is used for these signs on back-of-the-
house stairways and fire stairwells. If there are
on-going constructions, repairs, or remodeling,
caution signs must be present. Floor stand signs
may be used to warn guests of the wet or
slippery floor and to watch their step.

https://www.google.com/search?q=caution+sign+&tbm=isch&ved=2ahUKEwiWvq-vrPTrAhVNUpQKHSedAToQ2-
cCegQIABAA&oq=caution+sign+&gs_lcp=CgNpbWcQAzIECAAQQzIECAAQQzIECAAQQzICCAAyAggAMgIIADICCAAyAggAMgIIADICCAA6BAgjECc6BQgAELEDOgcI
ABCxAxBDUOCxAVi_yAFghdYBaABwAHgAgAG5BYgBxyySAQkyLTQuMi4yLjWYAQCgAQGqAQtnd3Mtd2l6LWltZ8ABAQ&sclient=img&ei=S4RlX9bsKc2k0QSnuobQA
w#imgrc=Zp1X7NhT2tEy8M

Safety Instruction Signs: This is used where

there is a need for general instructions that
concern safety measures. These signs are green
in color, for example, arrows that are used to
note the path to follow.

https://www.google.com/search?q=safety+instruction+sign&tbm=isch&ved=2ahUKEwjrg8q-rPTrAhWDzYsBHf7AC_8Q2-
cCegQIABAA&oq=safety+instruction+&gs_lcp=CgNpbWcQARgAMgIIADICCAAyAggAMgIIADICCAAyAggAMgIIADICCAAyAggAMgIIADoECCMQJzoECAAQQzoKCAAQ
sQMQgwEQQzoHCAAQsQMQQ1Dh3ANY6IUEYOuZBGgAcAB4AIABowWIAdgbkgEKMC4xNS4zLjUtMZgBAKABAaoBC2d3cy13aXotaW1nwAEB&sclient=img&ei=a4Rl
X6uiI4Obr7wP_oGv-A8#imgrc=S8YaDAkDffIkOM

LESSON 5: SAFETY ISSUES AND PROTOCOLS

The management of the hospitality establishment has to ensure that safety in several
areas:
 Physical Structure
 Fixtures and Installations (electrical, air conditioning, plumbing, and other
installations)
 Work and Public Areas (employee lockers, tools and equipment in back-of-the-
house, swimming pool area, hallways, guestrooms, and so on)
This is followed by:
  Health safety from toxic cleaning materials, detergents used in laundry, and so on.
 Management should ensure good quality of air to breathe, regular maintenance, and
repairs of equipment and installations that have to do with air circulation such as vents
and exhaust.
 Food safety should be observed properly. This includes sanitation practices, food
quality, spoilage of food, proper handling procedures of food, HACCP principles, and
so on.
 Preventive measures to eliminate the possibility of communicating contagious
diseases must be provided by the management. One is requiring annual medical
check-up for food and beverage handlers. Another is the formulation and
implementation of policies and procedures relating to employee accidents that may
affect the food sanitation (cuts, open wounds)
 Proper grooming and the wearing of uniforms should be followed all the time. Chefs
need to wear their chef's toque to prevent hair falling into the food; wearing
accessories is not allowed as it is considered as a physical hazard in the kitchen.
 Guidelines for safety and procedures (using equipment, use of protective gear, etc.)
should be discussed with the employees to avoid accidents in the workplace.
 The management should plan and create a comprehensive manual for policies and
procedures, organization, implementation, training, supervision, and control.

LESSON 6: SAFETY AND SECURITY MEASURES

 Secure all hotel entrances with a full-time security guard.

 Assign the guards to monitor movements within hotel premises.
 Report any suspicious-looking persons or objects to a security officer or duty
manager.
 When there is a suspicious object found unattended in the vicinity of the hotel,
observe the following:
 Do not touch nor open the object, for it may trigger a bomb to explode.
 Report the situation immediately to the security department or the manager on
duty.
 The security department or the manager on duty will coordinate with the local
bomb squad to check the left object.
 If a bomb is confirmed, the surrounding areas should be cordoned.
 Guests and employees within the affected area will be asked to leave the
premise.
 A bomb disposal unit will be handling the emergency and dismantle the bomb.
 Security officers should control and calm down the crowd and assure guests that
everything is under control.
 Inside the hotel, guests' identity, room number, or whereabouts should not be revealed to
anyone unless advised to do so by the guest. If an unknown visitor asks for the room
number or whereabouts of a guest, do the following:
 Ask the guest's name.
  Inform the visitor that you will check if the guest is in the hotel. Ask the
visitor if the guest is expecting him/her.
 Refer the matter to the front desk for disposition.
 All incoming calls of in-house guests should be screened.
 Ask for the name of the caller.
 Verify with the called party if they want to answer the call.
 If the guest wants to receive the call, turn over the line to the 'guest only.'
 Advise guests or visitors not to entertain people nor transact business with an
unknown and suspicious person.
 If you notice a suspicious person leaving the room of a guest, check with the
guest if he has no missing valuables before allowing the joiner to leave the hotel.
 During room makeup and housekeeping, always be alert for safety hazards
found in guest rooms or elsewhere. The following are safety hazards that may
cause accidents, injuries, or fires:
 dangling wires
 open electrical outlet
 frail cords
 broken tiles
 slippery floors
 spills of water, food, or oil on floors
 the smell of a smoke
 faulty wiring
 defective appliances
 sparks