Hotel Safety & Security

Challenges, Precautions, Preventive

Measures & Damage Control
Types of Security:

•Physical aspect
• Security of persons
• Security of systems
 TYPES OF SECURITY:
Physical aspect is divided into two parts
a) Internal b)External

Internal security
•Against theft
•Fire safety
•Proper lighting
•Safeguarding assets
•Track unwanted guests
 External Security
• Proper lighting outside the building
• Proper fencing of the building
•Fencing of pool area to avoid accidents in the
night
• Manning of service gates to restrict entry
•Fixing of closed circuit TV cameras at
hotel periphery.
 Security aspects of persons
Staff

• Effective recruitment and selection

• Identification of staff
• Key control
• Red tag system
• Training
• Locker inspection
 Guests:
Check scanty baggage guests.
Guests suspected of taking away hotel property
should be charged according to hotel policy.
 Guest room security:
•Provide wide angle door viewer, dead
bolt locks, night torch, chains on doors etc
•Employees should be trained to not give
any information about in-house guests to
outsiders.
•While issuing a card key, ask for key card, if in
doubt of the guest.
•House keeping staff should never leave
keys exposed on unattended carts in corridors.
•Never say guest room no. aloud.
 Security definition
• protection of
a person, building, organization, or
country against threats such as crime,
terror or attacks by foreign countries:
• The state of feeling safe, stable, and free
from fear or anxiety.
• Procedures followed or measures taken to
ensure the security of a state or organization.
 Hotel Security Staff
• Internal (employees)
• Contracted
Hotel prefers to hire ex-Army, ex-Para Military &
ex-Police as security staff & officers.
Main tasks of security staff include;
Patrolling,
Monitoring Surveillance Equipment,
Room Key Security,
Fire Safety System,
Emergency Evacuation,
Emergency Communication,
Co-ordinating With Police,
Tackle Vandalism, Terror Attack, Bomb Threat,
Robbery, Theft, Drunken Guest, Violence Etc.
Setting up a System And Emergency
Procedures.
 Security Measures Taken
• CCTV surveillance with recording
• House telephone audio recording
• Lighting of Public Areas
• Fencing\Boundary Wall
• Guards at Entry\Exit points
• Independent Security Audit to test the
effectiveness of system and identify weak
spots.
 Security audits
Independent security audits are a good idea for
businesses and homeowners, because the
property's security is important.
“If you want to keep your family or business
safe, you need to understand which parts of
your premises are most vulnerable to
a security breach or attack.”
 Role of Front Office Staff
• Be the eyes & ears of system
• Report\record suspicious (red flag) behaviour
• Spot potential trouble makers
• Prevent any breach of security system
• Act with confidence and authority in difficult
situations
• Never disclose guest identity and room number
to strangers
• Report any threat immediately before it is too
late.
 Security & Control of Key
• Metal key •Electronic Card Key
Ask the guest to deposit Change key code
room key when going immediately, if key is
out of the hotel lost.
Replace lock if key is
lost\stolen.
Hand-over key to a guest
after confirming the
identity proof.
 Fire Safety
Major potential hazard with high probability of
occurrence.
Possible causes of fire are;
Cigarette
Electrical short-circuit
Kitchen fats & oils
Boilers
 Preventive & Damage Control
Measures
• Smoke Detectors maintenance of wiring,
• Fire Alarm equipment
• Ceiling water sprinkler • Fire drills (mock
• Fire Blankets
drills) • Fire Extinguishers
• Fire Hose Reels • Fire exits with battery-
• Signage (instructions) lit signs
• • Evacuation and
First Aid Kits
assembly
• Routine inspection & point
 Procedure in Case of Fire
• Alert Security\FO.
• Don’t panic.
• Warn others.
• Sound Fire Alarm.
• Don’t risk anyone’s life.
• Call Fire Brigade.
• Use Fire extinguisher, only if trained.
• Close doors\windows.
• Turn off electricity & gas supply.
 Types of Key & Custodians
• Emergency\Grand Master Key- opens all doors,
including double lock. GM is responsible.
• Master Key: opens all doors, but not double lock.
Executive Housekeeper is responsible.
• Guest Room Service Key- opens 1 room. HK
Assistant must sign on Key Register before taking
the key and return at shift end. Signee is
responsible.
 Accident: Definition
An unfortunate incident, that happens
unexpectedly and unintentionally, typically
resulting in damage or injury.

The two most frequent types of accidents are;

Slips, trips and fall
Manual handling injuries
 Measures to Prevent Accident
• Handrails\Guardrails
• Non-slippery surface
• Sufficient landing area
• Obstruction-free path
• Monitor staff’s health & behaviour
• Proper lighting
• Caution signage (wet, slippery etc.)
• Protective gear & uniform
 Handling Emergency Situation
• Terror Attack
• Bomb Threat
• Robbery
• Theft
• Drunken Guest
• Death of guest
• Natural Disaster
• Workplace Violence
 Terror Attack: Precautions
• Respect all, suspect all.
• Install CCTV
• Metal Detectors
• X-Ray Baggage Scanners
• Sniffer Dogs
• Body Frisking
• Sand Bank Embankment
• Permanent Para-Military Deployment
• Modern Arms & Ammunitions
• Regular\Random police Checks
• Strict Employee background Check
• Monitor use of Hotel Computers
 Bomb Threat over Telephone
• Inform Police and follow instructions.
• Listen without interrupting.
• Try to find details of bomb (place, time, colour,
motive, identity)
• Give Police the exact version of call.
• Inform hotel authority.
• Don’t spread rumours.
• Don’t handle the bomb.
• Evacuate the area.
• Complete Bomb Threat Form.
 Caller Profile: Bomb threat
Concentrate on following to assist police
investigation:
Caller’s voice
Accent
Mannerism
Age
Sex
Backgroun
d sounds, if
audible
 Armed Robbery
• Large amount of cash with cashier, jewellery
and precious stones in Guest possession
attract robbers to target hotels.
• Preventive measures: Encourage guest to use
safety lockers. Transfer cash out of public
zones to safe zones regularly.
 How to handle robbery attack
• Quickly obey the order.
• No sudden movement, or robbers might fire.
• Do not talk, unless asked by robbers.
• Do not confront or combat.
• Try switching secret alarm in cash drawer, but
extremely carefully.
• Observe robbers without being obvious.
 Handling Drunken Guest
If the guest is not causing any issues, ignore but
monitor for any signs of trouble.
If causing issues, isolate to secluded\back area
as soon as possible. Do not touch the guest.
Try sending to room or handover to any
accompanying friend or family.
If becomes unruly, ask Security to take charge of
situation.
 Violent Guests
• Remove from hotel as soon as possible. If they
are armed, police must be brought in.