Implement and Monitor Workplace Health,

Safety, Security Practices

Security Management

SITXOHS004A
 ‘Hotels are difficult to
secure, because they are
always welcoming
strangers.’
‘At the same time, they must
ensure the well-being of
guests, visitors, contractors
and staff.’
• Who is responsible for the safety
and security of staff, guests,
visitors and property throughout
the hospitality establishment?
 The organization is at all times,
responsible under law, for safety and security
of staff, guests, visitors and property
throughout the entire area (internally and
externally) of the hospitality establishment.
 Management and staff have a direct
responsibility for the safety and well-being
of guests.
 What is Security?
 Condition of being protected against danger or
loss
 Security involves:
o Prevention of loss or damage and
o Protection of people and assets
 Through:
o Security policies and procedures
o Security and safety equipment
Security Procedures Awareness

 Hospitality industry employees need to be

aware of security procedures as they form
an integral part of their day-to-day
responsibilities
 Staff security and safety awareness training:
o Induction
o Ongoing training (to keep up-to dated)
 Importance of Security
 Increased likelihood and occurrence of
incidents, offences and crimes (lack of security
training, no security management system)
 Impact and growing concerns related to
terrorism
 Influence of gambling and alcohol
consumption
 Technological advances
 Crime Consequences
 Major impact on future operation
 Unwanted/bad publicity
 Damage/loss reputation of the business
 Facing civil litigation (legal action) if they
fail to provide adequate security
(considerable costs)
 Types of Crimes
 Crimes against property:
o Involve greater losses
o Often easily dealt with (offender brought to
court, usually resolved within a few months)
 Crimes against a person
o Have a far greater effect on occupancy
o Can lead to liability claims (legal action -
person has been harmed or injured through
action or inaction)
Security Management Plans
(SMP)
 Security needs
 Security tools
 Priorities for security
 Security perimeters
 Access control
 Guest security
 Asset controls
What you should know about SMP

 No two SMPs should be identical

 No national standards/guidelines for
security exist
 Staff react with due care for their guests
 Close co-operation with local police
 Participation/involvement of all employees
 Security Needs
 Security needs vary in regard to:
o Size (impacts the level and type of risk)
o Clientele (different guests, different needs)
o Location (isolation, civil unrest, local crime)
o Complexity of the style (e.g. outside catering
or major events - fireworks)
 Security Tools
 Physical measures
 Procedural measures
 Personnel measures

 Every effective Security Management Plan

must address these.
 Physical Measures
 Security equipment (sophisticated electronic
software, electronic key-card system)
 Physical barriers (locking, padlock, boundary
fencing, gates)
 Purpose:
o First-line defense for protecting assets
o Decrease security risks
o Control movements of people and assets
 Procedural Measures
 Work policies and procedures
 Purpose:
o Minimize security risks both to people and
assets
 Personnel Measures
 Need to scrutinize the background and
qualifications of security and other staff:
o Recognized qualifications
o Experience (employment history)
o Criminal record check (background – Bona Fides)
 All security personnel need to:
o Be registered and hold a security license
o Have completed security training and orientation
o Be aware of their specific role
 Priorities for Security
1) Physical security
2) Safety and security of guests, staff and
property
3) Operational security procedures
4) Dealing with security breaches
 Guest Security
 In-room security (door viewers, chains, alarms)
 Protection of valuables (room safes, safety deposit
facilities)
 Key controls and locking systems (procedures for
key issues, returns and lost key reporting, door entry alarms,
security patrol checks)
 Access control and alarm systems (swipe card
access
 Perimeter controls (first stage to limiting access; need
to go principle)
Inventory and Asset Controls
 Secure stock control procedures
 Financial control systems
 Asset register
 Lost property register
 Cash control (cash handling, cash register, safe access)
 Credit and billing control (credit card validation)
 Banking procedures (secure transport to the bank)
Emergency and Safety Systems

 Bombs threats
 Armed hold-ups
 Evacuation (e.g. fire)
 Chemical spills
 Earthquake, weather
 Fraud offences and other criminal offences
 Security Breaches
 Detention of offenders
 Interviewing staff
 Collection and storage of evidence
 Liaison with police authorities
 Stages
 Identify needs – risk assessment
 Establish security perimeters controls
 Secure them through security access
controls
Security Perimeters Controls
 Ensure that only authorized persons are
permitted to:
o Enter into,
o Remain on, and
o Use the equipment and facilities
 Control the movement of people
Types of Security Perimeters
 Different levels of authorized access need
to be established through introduction of:
o External,
o Inner, and
o Internal perimeter controls
External Security Perimeters
 Entire outer boundary of the hospitality
property, including the grounds
o Solid fencing
o Gates
o Locks
o Surveillance (guards, CCTV)
o Security lighting
 Inner Security Perimeters
 Exteriors of all buildings erected on the
property, including walls, doors, entrances,
windows, roofs
o Solid brick walls, security lighting
o Metal entry doors with strong locks
o Strict access and stock control procedures
o No windows
o Security patrol checks at night
 Internal Security Perimeters
 Establish boundaries b/w:
o Public, guest and staff areas
o General and restricted staff area
o ‘Guest only’ areas and restricted guest areas

 Front of house – accessible by public

 Back of house – accessible by staff,
authorized suppliers and visitors
 Restricted Staff Areas
 Restricted staff areas – ‘need to go principle’
 Only authorized staff is allowed access
o Bar, cash, stock handling, financial administration,
computing, kitchen, maintenance, executive
management areas
 Restricted Guests Areas
 Restricted guests areas
 Only VIP, or business clients with greater level of
services and security are allowed access
o Separate secure lifts, manned floor reception areas
(different uniforms)
 ‘Guests only’ areas
 Access to guest rooms and some facilities is
restricted to registered guests and authorized staff
o Guest rooms, spas, pools, saunas
Security of Internal Perimeters
 Physical barriers (doors, locks, counters, partitions,
roped-off areas, secure access lifts, electronic access
control systems – swipe card)
 Signage (‘staff only’, ‘private’, ‘all visitors please report
to reception’, ‘guests only beyond this point’)
 Uniforms and badges (variation in colours, style)
 Verification of access & key control procedures
 Security officers (manned entry and exit points, regular
patrols/random checking of people present)
 Access Controls
 Consist of:
 Locking systems
 Key control
 Entry/exit systems
 Access control devices
 Locking Systems
 All openings need a locking mechanism
 Physically unlock entrance, door, window by:
o Key alone
o Specific authorization – number combination
o Fingerprint
o Pattern of the iris of an eye
o Voiceprint
 Appropriateness of Locking
Systems – Decision Factors
 Strength of material
 Boundary physical security (standard/sliding door)
 Type of property or assets to be secured (guest
luggage, liquor stock, linen, electronics storeroom)
 Size and complexity of area (single room/complex)
 Times when security is required (guest in/out of
room)
 Cost of access system (simple lock/expensive badge)
 Key Control
 Controls issuing of keys to locked areas –
records (sign/return)
 System that gives authorization to access
certain areas
 Higher levels of authority => wider
access to secure areas
 Master Keying
 Restricts the number of keys issued
 Restricts access to only authorized staff
 Enables an authorized person to carry
ONLY ONE KEY which allows access to
most of areas
Disadvantages of Master Keying

 Problem of a high security risk when

high level master key is lost or stolen
o Procedure – immediate change of locks
o Impact – long hours and high costs

 High costs connected with duplication & replacement

 Time spent on design & implementation of strict key
control procedures related to duplication, issuance, return,
storage and lost keys
 Entry and Exit Systems
 Preferred method – access control system which permits
authorized staff and others on ‘need to go
principle’
 Swipe card access system (electronic computer system)
 Advantages:
o More economical
o Monitor access, productivity, attendance
o Other use – identity card (if photographs are incorporated)
 Other Security Equipment
 Security alarm systems (category A – directly
linked to police, B – police will respond only upon
confirmation of intrusion)
 CCTV (closed circuit television system)
o Review video tapes at a later date => 24/7
o Various types
o Fixed in one viewing position – black and white
o Fast moving cameras with 360-degree rotation
o Colour cameras, digital systems - ability to easily identify, zoom,
enhance images for description and prosecution purposes (costs)
 Uses of CCTV
• Monitoring of access
• Protection of patrons
• Protection of property and assets
• Detection of staff pilferage
 Disadvantages of CCTV
• Costs
• The need for back-up (immediate response from
security personnel to a security breach viewed on monitor)
• VCR tape viewing and storage
• Privacy problems (VIP, staff change areas, toilet)
• Lighting requirements
• Risk of theft
• Exposure to weather
 Guests Security
• Accurate records of staff working
• Encourage, training, awareness,
information, observation, reporting
• Regular checks of places (thieves hide)
• Female guests (women occupant only floors,
escorting, near elevators/office, no announcements of
No. of room, name)
Security of Guest’s Property
Outside of the Room
• Luggage store facilities
• Vehicle parking areas
• Lost and found property (specified secure
area, registry system, labelling system)
 Asset Controls
 WHY?
 Because all types of people are invited onto
the premises in order to do business
o Attracting good business
o Unwelcome types (prostitutes, sexual offenders,
thieves, fraudsters, gamblers, drug dealers)
Reasons - Asset Controls

Is the cause of a business asset loss

always outside of the business?
 Reasons - Asset Controls
 NO
 Research and surveys show, that the
loss of
business assets often involves the STAFF
of the organization
 Security control systems need to consider
BOTH: staff and intruders
 Types of Asset Controls
 Cash control (cash shortage, theft, fraud, money
changing scams)
 Credit control (false payment details, false credit
cards details => ‘HOT CARD list’ => lost or stolen)
 Stock (tobacco, snack food items sold over the counter)
 Other assets (souveniring of cutlery, glasses, towels
and other small items)
 Cash Controls Procedures
 Handing over cashier methods at time of staff
changes
 The amounts to be kept in cash register
floats
 Periodical clearing of large amounts
 Conducting of each transaction
 Methods to avoid disputes (double checking)
 Cash Register Controls
 Each bar attendant should have their own register
 No open drawer cash register operations
 Entries should be visible to the guests and clients (receipts)
 Lockable drawers
 Access to register audit tapes – managers (‘unusual sales’,
‘voids’, ‘no sales’)
 Spot checks
 No staff personal bags in service area
 Discrete transfer of takings and floats b/w areas
 Doors should be closed & locked when counting money
 Cash Storage
 Good accounting system
 Safe and secure cash handling procedures
 Safe, strong-room or vault facilities
 Access control for safe keys/lock combination
 Strict key or lock combination control
procedure
 Two members of management staff present
 Secure deposit chute (allows deposit without access)
Cash Transit Security Company

 Removal of large amounts of cash

 Delivery of staff wages
 Liquor Controls
in Bars and Bottle Shops
 One of the most difficult areas in which to achieve
security control
 Entry warning devices
 Constant staff supervision – all parts visible
 Well illuminated areas
 Remote areas – cheap, bulky items
 Near operator – small items, tobacco
 Secure display – expensive liquor, miniatures
 Bottle displays – on the service side of vehicles
 Liquor Controls
 Locking of shutters, cabinets, displays
 Means of communication in case of
emergency
 Wide counters to prevent thefts
 Watching persons wearing clothing capable
of concealing stolen goods
 Asset Controls
 Training
 Protection of assets, but also staff handling
cash
 Vending machines (tobacco, cigarettes, snacks) –
visible to staff
 Available sale of souvenirs for a reasonable
price as a prevention of stealing
 Powers of Arrest and/or
Detention
 Under Australian Law, all
citizens have limited
powers to arrest and detain persons
committing certain offences

 What about security personnel?

 Security Personnel
 They may utilize these powers, BUT
have NO MORE RIGHTS or POWERS
than ordinary citizens
 ONLY the POLICE are given significant
powers for arrest and detention
 Security procedures regarding treatment,
arrest, detention of persons
 The Powers of Arrest and/or
Detention Under the Law
 Federal legislation
o Citizen arrest – if breach of peace (disturbance within a
hotel => detained and removed from the premises)
 South Australian legislation
o Arrest/detain a person – has just committed
/committing a crime, offence against a person/property,
larceny (damaging hotel property)
o Apprehend/detain, but contact & deliver ASAP to the
police => more powers
 Liaison with Police
 Advanced warnings & information on:
o Gangs, groups, people committing frauds, failing to
pay, using stolen credit cards, passing valueless
cheques
 Better protection
 End of Presentation

Do you have any questions?

Thank you very much for your

attention
