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The hospitality industry is always under the threat of criminal activities due to its
lucrative nature, this is why offering safety comfort and customer satisfactory
are the most crucial thing in the hospitality industry.
The industry has to comply with various health and safety regulations, there are
numerous factors that differentiate an excellent hotel from an average one.
When a guest pick a hotel to stay, they are always concerned about the security,
that is why high end hotels consider the safety of their guest as a top concern,
typically a hotel builds its reputation In safety and comfort of its guest, a hotel
owner needs to be prepared to deal with several risk including crime, fraud and
natural disaster
Importance of a safety and security
 Guests- protection from crimes such as murder abduction and health
hazards, hotel staff, posts, food poisoning etc
 Staff-providing staff lockers insurance health schemes, provident
funds, protective clothing, shoes firefighting, supply of clean drinking
water, use of aqua guard sanitized washrooms among others
 Guest luggage- secure luggage store rooms and proper equipment such
as luggage trolley and bell hop trolley should be provided
 Hotel equipment lift boilers, kitchen equipment, furniture fifing and
building must be protected and for there, it should cover up fire
safety equipment, bomb threat security system, earthquakes security
system, safety vault and security system.
 Protection of raw materials, goods, provisions, and groceries for this,
the safety and security system should cover proper storage and pest
control systems, apart from the applications of total material
management system
 Protection of funds-only authorized person should access to cash,
bank and each bank should be recorded immediately, hotels should
have a policy that states where employees should place cash during
transaction, cashier should close the cash register drawer after each
transaction, the supervisor should occasionally conduct an
unscheduled audit of front office cash registers, cashier should
complete transaction in process before changing currency into
denominations for the guest, each change request should be handled
as a new transaction to avoid confusion
Types of security

1. Physical aspect
a. Internal security
i. Against theft
ii. Fire safety
iii. Proper lighting
iv. Safeguarding assets
v. Proper lighting
vi. Track unwanted guest
b.External security

i. Proper lighting outside building

ii. Proper fencing
iii. Fencing of pool area to avoid accidents in the night
iv. Manning of service gates to restrict entry
v. Fixing some closed circuit TV cameras
2.Security aspect of persons

a. Staff

i. Effective requirement and selection

ii. Identification of staff
iii. Key control
iv. Red tag system
v. Training
vi. Locker inspection

i. Check scanty baggage of guest

ii. Provide wide angle door viewer, night torch, chains on
door etc
iii. While issuing a duplicate door key ask for identification
if in doubt of guest
3.Security aspects of systems

i. Fix duties and responsibilities, fix duties of staff

members so that they do not interfere with other
ii. Make surprise checks
iii. Hiring independent security companies to check security
iv. Record all losses and missing items immediately
v. Audit should be done regularly
vi. Proper system for cash disbursement should be made
Important safety and security measures
necessary in hotels

1. Key cards locks, guest room locking systems have punch and
magnetic key cards which have linked with PMs
2. Security guards, should be trained and work 24 hours daily
3. Security cameras with digital technology intelligent access
central software interface with CCTV for matching undesirable
visitors and spy cameras and use of biometric readers like
hand key readers or face recognition system
4. Fire alarms, smoke detectors and fire alarms in each guest
room and through the entire complex should be installed
5. Emergency power, provision for emergency power incase of
power cut to provide uninterrupted guest services
6. Emergency manual, hotels maintain an emergency manual detailing exits
and help in the event of a variety of emergency
7. Employee photo ID, employees should wear photo ID nametag allowing
quick identification
8. In-room safe in addition to the safety deposit boxes at the reception
some hotels provide in room guest safe capable of holding a laptop
computer that the guest own, credit card can be use as the key
9. Defibrillation units- a life saving device incase of a heart attack,
defibrillation units are starting to be deployed among police and
emergency personnel across the nation
10. Guest elevators – it should be interfaced with the room electronics
looking system where the room electronic looking system, where the
room card key will lead guest to the floor on which he or she staying in
the hotel
Types of safety and security systems

i. Alarm transfer systems

ii. Security cameras, CCTV monitoring systems
iii. Fire detectors and fire alarm systems
iv. Emergency lighting and signage systems
v. Door and gate phones
vi. Visitors management system
vii. Smoke exhaust systems
Factors to consider when purchasing
security systems
1. Installation cost- this is the cost of peripherals such as cables, connectors,
uninterrupted power supply and cost of labor
2. Price- the price of purchasing security equipment should be sffordable4 to establish
and deliver values against investment, it should be able to purchase good and quality
3. Check the warranty- security and safety systems are expensive and therefore should
have a warranty of at least 3 years and offer either self installation option or
professional installations services
4. If it is for security cameras CCTV- consider what you want the camera to see, i.e. if it
should be able to see a vehicle or person outside the front driveway or the gate or
just within the hotel from the main door
5. Number of channels on hotel security systems, this will decide how many cameras or
other devices such as control system to monitor the hotel establishment
6. Flexibility- the system should be flexible to operate within the operations both to
staff and customers incase of emergency
Security system maintenance

i. Perform weekly perimeters check works around the establishment every week to
inspect the locks on all doors and windows, adhesive usually holds them in place,
so sensors are battery powered and batteries required testing and charging
ii. Test the control panel, the brain of the entire security system and ever sensory
should be checked to know when to activate if you are monitoring service notify
them before running test mode unless specific system does not require it
iii. Examine your lights- check all your exterior lighting work properly, wind
sometimes causes security lighting to shift therefore readjusting lights as needed
to maximize effectiveness
iv. Inspect all cameras- check your monitoring and recording devices as well as to
verify each camera is getting an image and is recording appropriately
v. Request annual inspections, it helps ensure everything running optimally for
years to come most companies offer annual inspections at relatively low costs
and may include it as part of the initial more expensive repairs down the road
and also reduce risk of the system, failing when you need it most
Security system maintenance

vi. Perform additional safety checks, keep a fire extinguisher on every level of
establishments with one of them in the kitchen, inspect the gauge of
extinguishers monthly and get and get them serviced if they are low
vii. Keep the camera lenses clean to prevent any build-up of crime that could hinder
performance of the device
viii. Check the growth of foliage ensuring that it has not grown to the degree where
it block any lenses
ix. Look out for any cables that are showing signs of wear and tear
x. Frequently survey the quality of the images and power supply to devices
xi. For elevators maintenance examine all moving part to determine appropriate
xii. For access control systems, check main supply including charging rates, check
battery power supply, check satisfactory operations, clean control components
Maintenance of security cameras CCTV

1. Keep the camera lenses clean to prevent any buildup of

2. Check growth of foliage ensuring that it has not grown to
a degree where it blocks any lenses
3. Look out for any fraying cables that are showing signs
wear and tear
4. Frequent survey the quality of images and power supply
to devices.
Fire alarm maintanance

 The sensor should be cleaned or replaced to ensure quick detection and

notification when required
Elevator maintenance
 Examine all moving parts to determine appropriate adjustments and lubrications
Access control systems
1. Check main power supply including charging rates
2. Check battery power supply
3. Check satisfactory operations
4. Clean control components
5. Check operation of all systems components, recording any variations including
token renders and keypad, door hardware including all locks, control equipment,
card printers, power supply and interconnecting cables
Risk a hotel faces and the equipment you need to
protect against them

With many customers, coming in and out all day a restaurant is an attraction target to
burglars looking for cash, the following can help.
1. Break ins
i. Security cameras help catch footage of crime
ii. Monitored burglar alarms help to detect potential thieves, they can be placed on
windows and door
2. Fires – cases of fire outbreak are common and the following should be done to protect
immediately informed the fire brigade, electricity and gas supply should be turned off
3. Death of in- house guest, the front office manager should be informed directly then
informs the general manager and the security manager, the police authority is also
informed and the doctor summoned, residential address of the guest is also identified
and the relatives informed, once confirmed death by the doctor, the police are given
the authority to remove the body and death certificate is prepared, the guest room is
locked and sealed and after permission and clearance of police, the room is opened,
cleaned and can be resold again after approval
Risk a hotel faces and the equipment you need to
protect against them

4. Illness and epidemics- there should be always a doctor on call available

for hotel so that in case guest fall sick they can be given treated
5. Handling drunkard guest- they should be escorted calmly by hotel staff
to avoid disturbing other guests
6. Smoke detectors- smoke detectors specially fitted for duck work will
shut off the ventilation system when triggered and prevent smoke
7. Automatic sprinklers- when fire extreme heat is detected beginning the
fire, fighting begins before the fire fighting department arrives
8. Manual pull stations, have a handle that can be pulled by anyone who
notices a fire, this alarms emit visual and audio alert so people can
safely leave the dangerous areas
Emergency situations

1. Bomb threat, in case of any hotel should ties up with the

local authority and follow their instructions, the persons
with information should take complete details of the
situation and try to note down the voice and accent of
the informer regarding bomb threat, immediately the
hotel should inform the anti-bomb squads and diffuse the
bomb offer locating place where it is placed
2. Fire threats most common situations due to the kitchen
for vanity wiring the corned staff should
Safety in the guest bath

An area of particular concern is in guest safety in the guest bathroom

some concerns are;
i. Hot water temperatures
ii. Slip resistance of bathtubs showers and bathroom for coverings
iii. Electronic shock
iv. Proper bathroom construction scalding of guest in lodging bathrooms
has resulted in injury even death, this problem occurs primarily in
order establishment due to system design and operation, the
resulting lawsuits can bankrupt smaller operations and significantly
offered bottom line on larger operations to prevent scalding
v. Set guest use water temperatures not be higher than 49 degrees
Celsius at the source and 43 degrees Celsius at the tap
Safety in the guest bath

vi. Separate hotel water systems supply commercial

facilities guestrooms from those supplying kitchen and
vii. Selected both shower valves that provide pressure and
temperature compensation, this values maintain a
present mix of hot and cold water and automatically
adjust system changes

All hotels should adopt security and safety measures

irrespective of their sizes or level of services, as security is
considered to be an important prime concern for guests who
come to the hotel, training personal safety and security
measures is vital from hotel industry as it may boom or
decline the industry as they are directly proportional to each
other, hotels should use technology as well they should train
employees to protect their guest in any sort of emergency,
efficient use of safety and security measures enables hotels
to attain their pre-determined “guest satisfaction” when
guest feel they are safe away from home.

1. Front office and guest safety security “research paper by Kelvin Waweru”
2. Browns (2002). “From customer Loyalty Relationship Management“ Pp 69-86
New York: John Wiley and Sons Canada, Ltd