Its all about Hotel security.

1. HOTEL SECURITY3

2. The Protection of Funds

3. Checks and Balance- Division of
Labour
 The term "checks and balances" refers to a system of
quality control that ensures things (or people) stay
within the prescribed limits and guidelines and giving
the checking task to one person and the balance to
another.
 For instance, by having a system of checks and
balances on your store inventory and on your cash
register sales, you can make sure the inventory is
being sold and not stolen.
 You "check" the inventory and you "check" the cash
register receipts, then you "balance" the one against
the other to make sure everything missing from
inventory has been paid for.
 The term probably comes from a standard accounting
practice called a "balance sheet"( where a company's
assets are checked and listed alongside its liabilities,
requiring that the two figures balance to zero.)

4. Checks and Balance- Division of
Labour
 By dividing the check function to one person
and the balance to another person, the
organization will reduce the possibility of fraud
as the same person could tamper the records
or put faulty figures or even omit a transaction
which are very hard to find errors in
accounting.

5. Inventory Control
 Inventory Control also known as stock taking in the
hotel, is a form of counting and recording the available
stock or items that the hotel will need for its daily
operations.
 The accounts department conducts a periodical and
sometimes unannounced inventory to check if there is
any misplacement, theft or shortage of stocks.
 External auditors visit the hotel to check the store,
their storekeeping practices and whether the right
items are stored at the right place.
 A check on the purchases matched with the issue plus
stock will verify the accuracy of the store keeping.
 Proper LIFO/ FIFO system should be practiced with a
pre determined reorder, Maximum, Minimum level for
stock.
 Proper Issuing, requisitioning, purchasing and storing

6. Payroll
 There are many ways that the employees or
even administrative staffs dealing with payroll
could manipulate and cheat using the payroll.
Some of them are:
 Alter The Records
 Time,
 Create Fake Or Ghost Employee,
 Fake Agents,
 Commit Commission Fraud

7. Control Measures
To control such frauds the accounting section should
:
 Limit the authority of lower level staff to look into
others accounts and manipulate it.
 Hourly and salaried employees use a time-keeping
system, that employees show
identification when they pick up their paychecks
and that new employees are audited every week.
 Establish internal controls in your sales
department to regulate payroll fraud. For example,
if sales are dropping but commissions are rising,
investigate why.

8. Control Measures
 Implement proper procedures for terminated workers,
such as stopping their direct deposit, paying final
wages with a paper check and immediately removing
their access to confidential information.
 Surprise internal audits and reviewing the company’s
payroll and accounting records can uncover payroll
fraud.
 See if multiple employees are depositing their
paychecks into the same bank account. Look for
duplicate data such as names and addresses.
 Ensure all employees exist and have their own unique
payroll file. Reconcile your payroll expenses with
payroll amounts frequently paid.

9. Sequential numbering system
 Every file, KOTs, BOTS, Bills, Vouchers,
Cheques received by the hotel should be
sequentially numbered and recorded for
verifying purpose.
 If a bill number or a KOT is missing a
statement clarifying the reason should be
sought and any copies of the missing bill or
invoice or KOTS should be found and tallied.
 Sequential numbering system will only find out
any missing bill or invoice or any transactional
document and has a great implication in
checking frauds.

10. Bank Deposits and issue
 In a large organization, there are many bills that are paid
through cheque. The cheque account holder, usually the MD
or Chairman will not check the amount or the distance
between or after the digit or words and then that is the time
when the fraud takes place and the depositor of the
 Sometimes, kiting of cheque, i.e making cheque in advance
without having the required sum in the bank and expecting it
to be there till the time the cheque receiver will deposit the
cheque into the bank. This is cheating the payee to some
extent with false cheque which during the time of issue will
not be cashable. This may result in cheque bounce, if the
cheque holder deposits it into bank earlier.
 The accounting department should re-check these cheques
and bank statement regarding the deposit should be
periodically checked.

11. Considerations for physical safety
of the Accounting Function
Location of accounting offices, safes
 Accounting offices are located at the back
office away from the guest interaction areas
with minimum authorization for entrance.
 Secured locking system, proper shelving for
important information and an advanced hi-tech
safety locker should be installed within the
department to ensure no theft or misplacement
of records.
 Safety lockers and shelves should be easily
accessible and visible from every angle to
ensure no suspicious activity will take place.

12. Considerations for physical safety
of the Accounting Function
Equipment
 CCTV cameras should be angled at the best spot.
 The material of the safes should be strong and
unbreakable as possible.
 Alarm system and anti burglar systems should be
installed in the door and safety deposit lockers for
extra protection.
 Silent alarm system connected to the police
station should be installed so that at the time of
theft or robbery, the robbers wouldn’t know that
the alarm was activated.
 Double lock system with electronic coding –
biometric system should be installed for entry of
authorized person only.

13. Cashiering Procedure

14. Cashier’s Float
 This is the amount of money that the cashier
starts or opens the balance every day. It is the
amount of money he/she needs to maintain
everyday and used for changes or any petty
cash payment after authorization form the
manager or supervisor.

15. Procedures
 The FO float is drawn by the FOM for the operations
of the entire Front Office.
 The AM is responsible to ensure the float is balanced
daily when passing over the shift.
 The FO Float key must be safely kept by the AM when
passing over shifts.
 Only the AM or FOM will collect the due backs from
the General Cashier.
 Only the AM or FOM will change due back for the
cashiers
 The Night Manager does not has the right to open the
FO float unless during emergencies
 All individual cashiers must balance their floats prior to
the beginning of the shifts and after ending the shifts.

16. Procedures
 The balancing of the floats must be done in the presence of a
Supervisor or the previous cashier to serve as a witness.
 All due back must be entered neatly and clearly.
 Shift cashiers must change their due backs with the AM
before going home to ensure the next shift will have the exact
amount when starting shift.
 The cash drawer should never be left unattended, even for a
short period of time, unless it is locked first.
 The Guest Services Officers must keep the keys to their cash
drawers at all time.
 Cash should never be left lying around outside of the cash
drawer.
Loose cash is always a great temptation to passers by.
 When cash is on the counter for any reason, Guest Services
Officers should not let anything (for example, answering the
phone) distract their attention until
it is kept away safely.

17. Use of Cash Register
 Apart from the traditional cash register registering all the cash
related payment or receipt to or from a second party, modern cash
registers are computer based system which maintain the cash
transactions on a daily basis.
 Special considerations while maintaining these registers are:
 Proper mentioning of the date of transaction
 Mentioning time would be an extra support while checking frauds or
mistakes.
 Proper amount in clear figures without cuts or errors should be
ensured.
 Changed figure, in case of traditional cash registers, should be
signed marking an official change.
 The name of the person or company with whom the transaction has
taken place should be written clearly with the address and contact
information.
 Proper closing and opening of the balances should be checked
regularly.
While using cash register, it is very easy to manipulate figures and
amount o supporting receipts or bills should be attached or

18. Recording of transaction
 Recording is the primary and most important
function in any accounting process. Employees
could manipulate or mistakenly write wrong
figures which could result in discrepancy in the
accounts.
 Most of the time the cashiers forget or
intentionally omit a transaction and the amount
from that transition reaches their own pockets, so
there should be check of balance during the
closing and opening of a shift with proper KOTs-
BOTs or any bill or invoice and tallied. Any
discrepancy will be directly borne by the cashier.

19. Placement of Currency during cash
transaction
 During a busy hour, currency exchange can be a
mess and often cashiers tend to give out more
change. They sometimes put the cash in the table
and forget and misplace it.
 Many times they put the cash in their cashier
drawer and get confused whether they have
received the money or not.
 A separate compartment in the cashier’s drawer
should be used for currency exchange and the
cashier should ensure the rates and proper
change pronouncing the change to the guest.

20. Completion of transaction before
handling other requests
 It is very important to finish an ongoing
transaction before handling others as the
pending request will catch up and then there
will be confusion resulting in loss or angry
customer.
 If there is a guest trying to get your service,
politely ask him to wait and try to explain that
you are busy with the previous guest.
Multitasking is a hard job and could result in
loss to the hotel with shortage of cash,
payment in wrong exchange rates, over
payment, etc could be the result.

21. Computer Security

22. Restriction of Computer Access
 A hotel will generally contain the information of
various of guest that have stayed in the hotel.
 Hotel needs to respect and protects its guest’s
privacy. Hotel also has valuable information
regarding its upcoming launches, business
ventures, or even the SOP of different outlets and
departments which are the to be maintained as
discrete as possible.
 For this purpose, the valuable information should
be restricted to only few computers and restricted
authorization to insider(hotel employees) and no
access to outsiders(guest) should be allowed.
 The business centre computers should not be
linked with the system computers and access to
hotel system computers shouldn’t be allowed at
any circumstances.

23. Use of Password
 Computers should be password protected and access to only
authorized level of employees should be granted access and proper
firewall and hack proof systems should be installed and maintained
to secure hotel information from the outsider or computer hackers.
 Make sure a password has been set on computer. Default
passwords such as password, root, admin or no password will allow
easy access to your computer or your Internet account.
 Change passwords often. It is recommended at least once every
few months.
Create a Basic Input Output System (BIOS)password.
 When creating a password, add numbers or other characters to the
password to make it more difficult to guess; for example,
1mypassword23!.
 Do not use sticky notes around your computer to write down
passwords. Instead use a password manager.

24. Levels of Authorizations
 A company will have valuable information
regarding its operations which will be very useful
to its competitors. Leak of such plans and events
may result in operational inefficiency and could
provide the competitor with an advantage.
 Hotels should ensure that their computers have
login or user identification system with access to
information according to the level or position of
the employee in the organization with the access
level increasing on hierarchy basis- top position
having the highest access.

25. Use of Audit Trail
 Audit trails can be used for a number of purposes in banking
business processes and security controls, both supported by IT
systems.
 Good audit trails provide and/or support:
 • Accounting and other business-related record-keeping, including
the need to reconstruct a complete data processing sequence in
chronological order;
 • Fault detection and resolution;
 • Performance monitoring;
 • Demonstration of adherence to security policy, contract, regulatory
requirements or the law;
 • Detection and investigation of breaches of security policy, contract,
regulatory requirements or the law;
 • Preservation and presentation of evidence relating to any of the
above.

26. Audit Trail

27. Use of Audit Trail
 Audit Logs can benefit an organisation in
many ways:
 They help to ensure that computer security
records are stored in sufficient detail for an
appropriate period of time.
 Routine log reviews and analysis are
beneficial for identifying security incidents,
policy violations, fraudulent activity, and
operational problems shortly after they have
occurred, and for providing information useful
for resolving such problems.

28. Features to prevent Illegal Entry
 Hacking is illegal entry in to the computer with
out the owner’s permission. The reasons with
their prevention are mentioned below:

29. Operating system and software
patches and updates
 There is no such thing as perfect software, often a
software program may have several issues and
could potentially have security vulnerabilities that
can leave your computer open to attacks that
compromise your computer and your data.
 Software patches, updates, and drivers are made
available, often for free, to consumers to help
keep a software program and operating
systems running properly and secure.
 If the program you're using does not have any
method of checking for updates on its own it is up
to you to verify the program is up-to-date.
 Often this can be done by visiting the web site of
the developer who created the program.

30. Passwords
 Make sure a password has been set on computer.
Default passwords such as password, root, admin or
no password will allow easy access to your computer
or your Internet account.
 Change passwords often. It is recommended at least
once every few months.
 Create a BIOS password.
 When creating a password, add numbers or other
characters to the password to make it more difficult to
guess; for example, 1mypassword23!.
 Do not use sticky notes around your computer to write
down passwords. Instead use a password manager.

31. Get a hardware or software
firewall
 We highly recommend all computer users
have a firewall solution. There are two ways a
firewall can protect
your computer and network.
 Hardware firewall - A hardware firewall is a
hardware device that is connected to your
network. Often many home users who have a
home network use their network router as a
firewall solution.
 Software firewall - A software firewall is a
software program that you install on your
computer that helps protect that computer from

32. Know how to handle e-mails
 Today, e-mail is one of the most popular features on
the Internet. Being able to identify threats sent through
e-mail can help keep your computer and your
personal information safe. Below are some of the
most common threats you may encounter while using
e-mail.
 Attachments - Never open or run e-mail attachments.
Viruses, spyware, and other malware are commonly
distributed through e-mails that have attachments. For
example, an e-mail may want you to open an
attachment of claiming to be a funny video, when it's
really a virus.
 Phishing - Phishing or an e-mail phish is an e-mail
that appears to be from an official company (such as
your bank) indicating you need to log onto the site to
check your account settings. However, the e-mails are
really sites setup to steal confidential information such

33. Alternative browser
 Before the release of Microsoft Windows XP
SP2 and Internet Explorer 7.0, Microsoft
Internet Explorer was notorious
for security and spyware related issues.
Although it has improved since then we still
highly recommend considering an
alternative browser such as Mozilla Firefox.

34. Run system scans to check for
vulnerabilities
 There are several sites on the Internet that allow
users to check their computers for potential
threats or issues their network or computer may
have that can allow users unauthorized access to
their computer. Below are a listing of recommend
sites to try:
 Gibson Research Corporation - The Gibson
Research Corporation, or GRC, is a great location
to learn about network security as well as well as
test your computer or network for vulnerabilities.
 Hacker Wacker - Another great site with
computer security related information, help, and
programs to help test your computer and network.

35. Procedure to prevent
embezzlement
 Embezzlement is the act of dishonestly withholding
assets for the purpose of conversion (theft) of such
assets by one or more individuals to whom such
assets have been entrusted, to be held and/or used
for other purposes.
 Embezzlement is a kind of financial fraud. For
instance, a lawyer could embezzle funds from clients'
trust accounts, a financial advisor could embezzle
funds from investors, or a spouse could embezzle
funds from his or her partner.
 Embezzlement may range from the very minor in
nature, involving only small amounts, to the immense,
involving large sums and sophisticated schemes.
 Procedures to prevent embezzlement are:

36. Separate the Financial
Duties:
 Divide each side of the accounting duties
(paying bills and issuing invoices) between at
least two people. The person who enters the
bills, should not write the checks.
 Likewise, the invoice entry and deposits
should go to two different people. In addition
to reducing the opportunity for an individual to
defraud you, this “check-and-balance” system
will greatly reduce mistakes and oversights.

37. Look at the Bank Statements
 The bank is your partner in avoiding and
uncovering theft. Be sure you’re looking at the
original statement straight from the bank. This
is the single best strategy to avoid theft. If
anything on that statement looks unusual,
make it your job to track it down with credit
card bills or online payment details.

38. Few others could be:
 Not paying a suspicious seller
 Pay through credit cards as they are safer then
cash payments.
 Never give out personal details or credit card
number to anyone without properly identifying
their authenticity.
 Do not wire payment before receiving goods.
 Verify the existence of the seller or the
company that your are going to pay.

39. Physical protection of computer
The computer must be protected from:
 Moisture
 Strong electromagnetic radiations (the diskettes are particularly
sensitive to demagnetization, not to pose them on electricals
appliance for example)
 Heat (to avoid for example wedging a central processing unit or a
screen counters a wall)
 Cuts of tension
 Shocks (to be irritated in the event of planting and to knock its
computer are not used for nothing)
 Dust and tobacco
 It as should be made sure as the machines are in buildings which
are not in free access.
 Concerning the portable computers, a major risk is the flight. Thus
never to leave it, and to preferably transport it in a bag pain-killer
rather than in the case of origin. In this case, a data protection by
cryptography is essential (in the event of flight, the data will be at
least preserved).

40. Use of outside computer
services
 An institution like hotel will have multiple users
and due to frequent use, they are prone to
viruses, system breakdown and need repair and
maintenance.
 They usually call for the help of outside expert.
The hotel should ensure that these are outside
company are monitored by an IT personal from
the hotel and the detailed information should be
transferred and then deleted from the damaged
computer to secure information.
 As the outside company could be working for
other hotels also hiding the critical information is a
must.

41. Emergency Management
 Emergency management can refer to the work of a
public authority (government), a group
of professions such as police officers and soldiers, or
an interdisciplinary research field.
 All aspects of emergency management deal with the
processes used to protect populations or
organizations from the consequences of disasters,
wars and acts of terrorism.
 Emergency management doesn't necessarily avert or
eliminate the threats themselves, although the study
and prediction of the threats is an important part of the
field.
 The basic level of emergency management are the
various kinds of search and rescue activity.

42. Principles: Emergency
management must be:
 Comprehensive – consider and take into
account all hazards, all phases, all
stakeholders and all impacts relevant to
disasters.
 Progressive – anticipate future disasters and
take preventive and preparatory measures to
build disaster-resistant and disaster-resilient
communities.
 Risk-driven – use sound risk management
principles (hazard identification, risk analysis,
and impact analysis) in assigning priorities and
resources.

43. Principles: Emergency
management must be:
 Collaborative – create and sustain broad and
sincere relationships among individuals and
organizations to encourage trust, advocate a team
atmosphere, build consensus, and facilitate
communication.
 Coordinated – synchronize the activities of all
relevant stakeholders to achieve a common
purpose.
 Flexible – use creative and innovative
approaches in solving disaster challenges.
 Professional – value a science and knowledge-based
approach; based on education, training,
experience, ethical practice, public stewardship
and continuous improvement.

44. Requirements:
 In order to operate an effective emergency
management, following requirements should be
considered:
 Forming an executive committee which will
monitor, plan, regulate and control all the
activities.
 Assessing the potential or possible emergencies
for the particular area or property.
 Finding out and coordinating with local agencies
which will provide support in the event of an
emergency.
 Awareness for the neighbors with their active
participation.

45. Requirements:
 An internal assessment of the hotel’s human
resource pool- availability for staff and skills.
 Develop of an emergency response team
collecting volunteers or security and
maintenance personnel.
 Buy and develop required emergency
equipments, supply of these and other
required communication and security facilities.
 Develop and implement training to prepare
employees for emergency.

46. Requirements:
 In order to operate an effective emergency management, following
requirements should be considered:
 Forming an executive committee which will monitor, plan, regulate
and control all the activities.
 Assessing the potential or possible emergencies for the particular
area or property.
 Finding out and coordinating with local agencies which will provide
support in the event of an emergency.
 Awareness for the neighbors with their active participation.
 An internal assessment of the hotel’s human resource pool-availability
for staff and skills.
 Develop of an emergency response team collecting volunteers or
security and maintenance personnel.
 Buy and develop required emergency equipments, supply of these
and other required communication and security facilities.
 Develop and implement training to prepare employees for
emergency.

47. Emergency plans for fire should
include:
 Emergency escape procedures and emergency escape route
assignments.
 Procedures to be followed by employees who remain to operate
critical hotel operations before they evacuate.
 Procedures to account for all employees after emergency
evacuation procedures have been completed.
 Rescue and first aid duties for those employees who are to perform
them.
 Then preferred means to reporting fire and other emergencies.
 Names or regular job titles of persons or departments who can be
contacted for further information or explanation of duties under the
plan
 Each class of fire requires a specific type of extinguishing agent
which we have dicussed earlier as well. Properties should inform its
staff or where its fire extinguishers are located and train them in
how to use the type or types of fire extinguisher available on the

48. Bomb Threats
 The proper handling of bomb threats requires particular attention and the
cooperation of all employees. The Emergency Committee/Management
should
 Establish use of a checklist.
 Determine which staff members are most likely to receive a bomb threat by
telephone.
 Ensure that sure staffs are trained in the use of checklist.
 Provide copies of checklist.
 Instruct staff not to use a radio or beeper system.
 Be informed and the necessary authorities alerted.
 Instruct the individual receiving the call to obtain as much information as
possible from caller.
 Ensure a search of the relatives/ parents or family is conducted
immediately after receipt of a bomb threat.
 Decide whether evacuation is necessary.
 Include procedures for possible explosion on premises – i.e. emergency
medical service, evacuation of the injured to a medical facility, search of
trapped individuals, etc.

49. Floods
 Procedures in food control include the following
considerations:
 To make sure all employees and guests are aware of
the possible emergency.
 Evacuation of rooms and the relocation of guests (and
vehicles)
 Ensure equipment is accessible and in working order
(pump, sandbags, generators, emergency warning
lights, supplies etc.)
 Clearing the basement of any objects that may get
lost, damaged
 Constant patrols and assessment of the situation
 Reassure and assist guests
 Cooperation with local authorities

50. Blackouts
 In preparation for light and power failure, a property
should consider the following security measures:
 Emergency generators, portable generators or battery
powered lighting are available.
 Money and negotiable items are secured.
 Guests or employees trapped in stalled elevators are
freed.
 Frequent patrols to reassure the guests and staff and
to minimize any acts of vandalism, sabotage or
looting.
 Special attention paid to the fire hazard from candles
provided in guest rooms
 Greater controls at access points
 Hotel and staff vehicles to be stationed strategically to

51. Robberies
 Prevention is the key in preventing robberies.
However, when a robbery does occur,
management's three basic objectives are:
 To provide safety for guests and employees
 Holding down the amount of financial loss
 To provide full information to the police

52. Robbery
 Your cool headedness and familiarity with these procedures will make the different if
you are the victim of a robbery in the hotel. Your safety is most important. Cashiers
should
 Be aware of your surroundings
 Report suspicious persons and activities for investigation
 Stay calm when confronted by armed robbers
 Comply with a robber's demands and make no sudden movements that might be
perceived as an attempt to thwart the crime.
 Not do anything to jeopardize their lives or the lives of other persons
 Use elements of the security system (escorts, alarms, foot bar, money clips,
predetermined bills where appropriate, only when it is safe to do so)
 No comment should be made – the cashier should not offer unsolicited information
 Avoid the appearance of setting off an alarm
 Look at the suspect and try to remember his description (height, weight, build, color
of eyes, hair, scars, tattoos, clothing and anything unusual)
 Pay attention to voice and mannerisms
 Note the type of weapon
 Note the suspect's direction and mode of escape

53. When it is safe to do so
 Inform the necessary personnel/authorities
 Write down all information (using checklist)
 Not conduct any further transactions and keep
area clear for possible evidence (finger prints,
notes, etc.)

54. Guest Accidents
 Most guests who sustain injury or property
damage are not interested in the presentation
of a formal claim as they are in what action the
hotel management will take to correct the
inconvenience caused.
 Minor injuries may be common place in the
hotel. What seems routine to the hotel
employee, may be a first occurrence and a big
event in the life of that particular injured guest.
A solicitous word or offer of assistance often
times is what the guest expects

55. Instructions for non-supervisory
employees
 Make the injured person as comfortable as possible
 If the person is lying down, do not move him.
 A pillow, cold towel on the face, fresh air, open
clothing at the throat, etc. can be helpful
 Be courteous but do not make any statements like:
"we have a lot of accidents in this area", "it's the
hotel's fault", "I told them to fix the broken furniture a
long time ago", or "don't worry, our insurance
company will take care of this."
 Call your supervisor and let him take over the case
 Assist your supervisor in any way possible, such as
securing the first aid kit, wheelchair, making a
telephone call, etc.

56. Instructions for management and
supervisory employees
 Notify the Duty Manager as soon as you have comforted the injured person. Have
the Telephone Operator Notify Security of the accident so that a follow-up security
report of the accident can be made.
 Do not summon a cab or transportation to take the injured person anywhere unless
the person requests it. (Ask the injured person at least twice during your
conversation in alleged minor accidents if her wants medical assistance)
 Do not take an injured person anywhere in your own care even if requested. Let the
DM make the decision whether to transport guest by car or ambulance.
 Secure name and addresses for an adequate accident report. All guest and
employee accidents must be reported in writing as soon as possible. (This is the
responsibility of the DM and Security Officer)
 Investigate to see if the injured person made an unsafe act i.e. intoxication, physical
disability, previous medical history etc.
 Check physical condition of the accident scene, such as bad lighting, wet pavement
etc. (if possible, photograph the area)
 Do not mention the hotel's liability or circumstances of the accident. In fact, do not
mention any opinion or statement regarding the accident to anyone at the scene of
the accident.

57. Employee Accidents/Illnesses
 The negative effects of employee accident or
sudden illnesses can be greatly reduced if
greater concern is shown in this area. Some of
the undesirable effects are:
 Time lost for the job
 Burdening other employees with additional
responsibilities
 Exposure to unnecessary wages and benefits
expense
 Additional administrative work for supervisors
 A host of other related non-productive effects

58. Handling employee
accidents/sudden illnesses:
 The following an guidelines to following in handling employee
accidents/sudden illnesses:
 All employees must report all accidents and sudden illnesses
involving themselves or another employee to their supervisor
immediately.
 The manager or HOD should conduct a personal interview with the
employee (s) involved as soon as possible to render first aid and
assistance and obtain the facts about the accident/illness.
 Fill in the relevant accident/illness from the accurately record
pertinent data.
 Inform the Duty Manager for the accident.
 Determine the extent of injury/illness. If it is not serious, alternate
work may be offered to employee after proper first aid has been
rendered.
 If accident is serious, render first and summon professional
assistance. (Your sincere efforts in this area are not only of
physiological importance but also of psychological importance for
your employees)
 "Light-duty" assignments can be considered as alternative for all

59. Suicide Attempts and the
Mentally Disturbed
 All repots of individual who express desires of committing
suicide shall be immediately brought to the attention of the
Duty Manager and the Security Officer on duty.
 For persons wanting to commit suicide immediately as
evidenced by violent and dangerous behavior, the police and
the fire department will be called immediately for assistance.
 For those more passive, the Duty Manager will talk to them
and the Security Officer will notify the police and the fire
department. The Duty Manager will direct all efforts to isolate
the individual and to protect all others. No hotel employee or
guest should make any risky attempts that could cause harm
to themselves or anyone else.
 The Command Center will be established.
 The police and fire department personnel will be met at the
front of the property by a bellman or security staff to direct
them to the scene by a route that cannot be seen by the
person attempting suicide.

60. Suicide Attempts and the
Mentally Disturbed
 They will be briefed at the scene by the Security
Officer and assisted in any way possible.
 The area will be kept clear of unauthorized persons
(news media, guests, etc.)
 If the individual has been successfully delayed,
professional medical advice and help will be given
either from the in-house doctor or someone from the
suicide crisis center.
 In any event, the person should not be left alone in the
hotel and should be placed under medical observation
at the hospital.
 In cases of death, the police department is the only
agency that is to notify the next of kin
 The room account should be placed on a hold status.
Any information or calls to be referred to the Duty
Manager.

61. Food Poisoning
In the case of food poisoning breakouts, the following guidelines should be
noticed:
 When a guest or employee who has eaten food prepared in hotel kitchens
and suspects the food is tainted, the incident must be reported immediately
to the Restaurant Manager, Duty Manager and Security Officer.
 The Restaurant Manager will obtain all the information from the
complainant as stated on the Food Poisoning Complaint form.
 The Restaurant Manager will immediately notify the Executive Chef and
Sous Chef, the Food and Beverage Director and the General Manager/
Resident Manager.
 If the complainant needs medical attention, they will be referred to the in-house
doctor or the nearest hospital.
 The Food Poisoning Complaint form given to the Food and Beverage
Manager for immediate follow-up the management.
 Samples of all perishable leftover food served at the suspected meal
should be obtained. The food sample will be put in plastic bags and kept
under refrigeration.