Managing Front Office Operations 9th Edition Chapter 7 - Security & the Lodging Industry

1. Chapter 7: Security and the Lodging Industry
Competencies for Security and the Lodging Industry
1. Explain important issues in developing and managing a
security program.
2. Describe the role that managers play in a property’s security
program.
3. Explain the importance of setting up a security program,
including security staffing and having a liaison with local law
enforcement.
4. Identify the elements of security training that are critical to
an effective security program.
5. List and describe the legal concepts and societal concerns
related to security issues.
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2. Chapter 7: Security and the Lodging Industry
Elements of a Security Program
• Doors, locks, key control, and access control
• Guestroom security
• Control of persons on premises
• Perimeter and grounds control
• Protection of assets
• Emergency procedures
• Communications
• Security records
• Staff security procedures
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3. Chapter 7: Security and the Lodging Industry
Doors, Locks, Key Control, and Access Control
• Hotels must exercise good access control to their premises in
order to protect guests and employees.
• Guestroom-access security is a top priority for hotels.
• Most hotels now have electronic guestroom locks rather than
mechanical locks; electronic systems can keep track of every
entry and unauthorized entry attempt.
• New guestroom key codes are issued each time a guest checks
in, and guestroom keys typically are programmed to only work
for the length of the guest’s stay.
• For employees, guestroom keys are coded by department,
and may also have time limits on them.
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4. Chapter 7: Security and the Lodging Industry
Doors, Locks, Key Control,
and Access Control
• A guestroom door also may feature chains or other backup
Continued from previous slide…
locks on the inside of the door, as well as a deadbolt.
• Guestroom locks are also found on connecting doors and
balcony or patio doors (these locks are usually not electronic.)
• Most hotels have multiple key-security levels: individual room
key, section master key, floor master key, building master key,
grand master key, E-key.
• All of a hotel’s keys, no matter what level they are, should
have controls on them such as time limits.
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5. Chapter 7: Security and the Lodging Industry
Guestroom Security
• In addition to guestroom keys and their control, there are other
security measures and procedures for hotel guestrooms.
• A peephole in the guestroom door allows guests to see the hallway
outside the door and who may be standing at the door.
• Hallways should be brightly lit to allow guests to see all areas of the
hall.
• Telephones are an important part of guestroom security, as they
allow guests to call for help when necessary.
• Clear instructions, such as “Dial 0 for Emergencies,” should be on or
near every guestroom telephone.
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6. Chapter 7: Security and the Lodging Industry
Control of Persons on Premises
• Controlling people on the premises is one of the most difficult
issues for hotel managers and security staff.
• Hotels are private property, so people can be excluded if
necessary/appropriate.
• Surveillance systems—video cameras, motion detectors, and other
security devices—can help hotel staff monitor hotel spaces and
identify who may not belong at the hotel.
• Cameras are usually connected to monitors in the security office,
front desk, telephone department, and/or other areas where there
is usually someone to watch them.
• Motion detectors and other forms of passive security can be
programmed to set off alarms.
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7. Chapter 7: Security and the Lodging Industry
Perimeter and Grounds Control
• Surveillance systems provide security monitoring of such outdoor
areas as parking lots, pools, tennis courts, and other areas.
• Parking lots/garages should be well-lit; they may also have gates
(sometimes manned) to control access.
• Fences may be needed in high-risk areas.
• Outside pools should be fenced in and gated.
• Valet parking attendants, landscape staff members, maintenance
employees, and others should be trained to watch for
unauthorized people on hotel grounds.
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8. Chapter 7: Security and the Lodging Industry
Protection of Assets
• Hotel safe deposit boxes and in-room safes can be used by guests
to protect their assets; guests must be notified of the availability
of safe deposit boxes.
• Guests must sign a signature card every time they use their safe
deposit boxes, and hotel employees must verify the signatures
before allowing access to the boxes.
• Safe deposit keys must be secured at all times.
• Some hotels have a silent robbery alarm at the front desk that is
connected to the local police department.
• Hotels may have more than one safe; for example, a main safe
and a drop safe (for cash and other items).
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9. Chapter 7: Security and the Lodging Industry
Protection of Assets Continued from previous slide…
• Bank audits, done on a scheduled basis or without notice, can
be used to protect the contents of cashier banks.
• Employee changing and locker rooms should be secure and
safe to protect employees and their assets.
• Some hotels provide locks for employees to secure their
clothing and other items in lockers or lockable storage bags.
• Most hotel departments have secure storage areas for
women’s purses and other employee personal items.
• Front desks have lockable drawers or other lockable spaces
nearby for employees to secure personal items during a shift.
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10. Chapter 7: Security and the Lodging Industry
Emergency Procedures
• The hotel should have well-documented procedures for all
emergencies that can be anticipated; these procedures should
be included in the initial and ongoing employee training
program.
• Many hotels invite the local fire department to train
employees on how to properly use a fire extinguisher.
• Lifeguards must be properly trained on water safety and CPR.
• Front desk staff must know what to do during a robbery or
when a guest calls asking for medical assistance.
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11. Chapter 7: Security and the Lodging Industry
Emergency Procedures Continued from previous slide…
• If a hotel is located in a hurricane or flood-prone area, its staff
must know what to do when these emergencies arise.
• If a fire is reported, all employees should know how to respond.
• Employees must be trained in how to assist disabled guests
during an emergency.
• All states require guests to be notified in their guestrooms of
emergency exits and procedures.
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12. Chapter 7: Security and the Lodging Industry
Communications
• Good communication forms the backbone of any successful
security program.
• During emergency situations, radios and pagers should be
provided to key personnel.
• Security information should be posted in high-traffic
employee areas.
• Security should be a frequent topic of conversation at
department meetings and other staff meetings.
• Security intelligence should be reported to employees.
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13. Chapter 7: Security and the Lodging Industry
Communications Continued from previous slide…
• Employees should be given specific instructions on what to do
when facing a security problem.
• Hotels should have procedures in place for front desk agents
to follow when guests ask for medical assistance; in real
emergencies, the local emergency medical service (EMS)
should be called.
• Hotel employees should be trained on how to communicate
with guests during an emergency.
• Hotel employees should be aware of the hotel’s policy
concerning media contact during emergencies.
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14. Chapter 7: Security and the Lodging Industry
Security Records
• Any activity that has a security-related dimension should be
recorded for future reference (for example, when an E-key is
issued or a cashier bank audit is performed).
• Written reports should be made about robberies, assaults,
personal injuries to guests or employees, and property
damage or theft.
• Security records include vehicle maintenance records and
preventive maintenance records.
• Security records allow hotel management to track issues,
protect the hotel from legal action, and assist the hotel with
insurance claims.
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15. Chapter 7: Security and the Lodging Industry
Staff Security Procedures
• Front desk employees should never mention a guest’s room number
out loud.
• Front desk agents should require identification from anyone who
comes to the front desk and asks for a key.
• Room attendants should not allow anyone to enter a guestroom
without a key.
• Valet parking attendants should use a three-part form to control cars.
• Hotels should provide guest safety information in each guestroom.
• Guests should be asked for a room key (or other proof of occupancy)
when they want to charge purchases to their rooms.
• Employees should immediately report possible security issues.
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16. Chapter 7: Security and the Lodging Industry
Security Issues with Payment Cards
• Hotels must be extremely careful to keep card data secure; some
countries and states have laws regarding this issue.
• The payment card industry has imposed its own comprehensive
set of security requirements; all businesses that accept payment
cards must comply with the Payment Card Industry Data Security
Standard (PCI DSS).
• Payment card industry standards deal with the collection, storage,
transmission, and use of customer and account information.
• Security issues include payment card fraud, identity theft, and
misuse of data.
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17. Chapter 7: Security and the Lodging Industry
Identity Theft
• Dumpster diving
• Skimming
• Change of address
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18. Chapter 7: Security and the Lodging Industry
Effective Ways to Secure Payment Card Numbers
• “Mask” card numbers on folios, POS receipts, confirmations,
screen displays, and reports
• Destroy obsolete transaction records
• Secure all databases containing card numbers from
unauthorized access
• Secure back-up tapes from unauthorized removal
• Use systems that encrypt card numbers
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19. Chapter 7: Security and the Lodging Industry
Management’s Role in Security
• Managers should develop security guidelines that address their
hotels’ unique security needs; legal counsel should review these
guidelines.
• Once reviewed, security guidelines should be communicated to
all employees, if possible on a department-by-department basis.
• Due to employee turnover and changes in job assignments,
security guidelines should be reviewed periodically.
• Lodging properties should clearly define the security role of their
managers.
• All managers (and all employees) should be constantly alert to
possible security breaches.
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20. Chapter 7: Security and the Lodging Industry
Hotel Areas of Vulnerability
• Hotels must be sensitive to their hospitality image when
designing security programs.
• Hotels must use adequate procedures for checking and giving
credit to guests, while taking care not to offend them.
• Physical assets such as tableware, ashtrays, linens, and towels
are often stolen from hotels by guests.
• Employee theft is another area of vulnerability for hotels.
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21. Chapter 7: Security and the Lodging Industry
Hotel Security Requirements
• The number of lodging properties, the variety of lodging
concepts, and the varying communities in which lodging
properties are located all add to the hotel industry’s security
challenges.
• No two hotels have the same security requirements;
therefore, national security standards are not feasible.
• Managers must create and implement security programs that
are uniquely suited to their properties—not an easy task.
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22. Chapter 7: Security and the Lodging Industry
Setting Up a Hotel Security Program
Setting up a hotel security program typically involves the following
elements:
• Establishing working relationships with local governmental
agencies
• Choosing whether to use contract or in-house security personnel
• Creating an appropriate and effective security training program
for all personnel
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23. Chapter 7: Security and the Lodging Industry
Relations with Local Governmental Agencies
• It is important for hotel managers to establish relationships with
personnel in government departments and agencies such as police,
fire, health, and emergency management.
• Coordinating their security plans with local and regional law
enforcement agencies helps hotel managers gain insight into the
community’s security and emergency planning issues.
• Each government/emergency agency requires special attention,
because each is unique.
• Hotels that have a security or loss prevention department should make
that department the hotel’s official contact with local agencies; in
hotels without such a department, the hotel’s general manager or front
office manager often assumes this role.
• Hotel managers should cultivate cooperative relationships with local
law enforcement and other agencies.
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24. Chapter 7: Security and the Lodging Industry
Relations with Local Governmental
Agencies
• Managers should invite appropriate law enforcement
Continued from previous slide…
personnel to visit the hotel; some hotels hire off-duty police
officers for security purposes.
• The local fire department can train hotel managers and
employees in how to use fire extinguishers and help managers
identify fire escape routes and create evacuation procedures.
• Hotels should establish relationships with local hospitals.
• Hotel managers should be involved in local and regional
emergency planning. Hotels and government agencies should
understand each other’s needs.
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25. Chapter 7: Security and the Lodging Industry
Security Staffing
• A hotel must decide whether to hire its own full-time security
personnel, outsource the security function by contracting with a
local security company, arrange for part-time protection with local
off-duty police officers, or some combination of these options.
• Some hotels assign security responsibilities to a member of the
management staff, such as a resident or assistant manager, chief
engineer, or human resources director.
• Some hotels have a full-time security staff.
• If hotels hire their own security staff, they must answer questions
such as: Will this staff wear uniforms? Will some or all of the staff
be armed? Which work shifts need security personnel?
• Lodging industry security executives oppose the use of firearms by
security staff.
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26. Chapter 7: Security and the Lodging Industry
Security Staffing: Contract Security Companies
• May be able to provide sophisticated security services at
considerable savings
• Provide screened, tested, and trained personnel
• Provide consulting services:
• Surveys of hotel security requirements
• Debugging sweeps
• Data processing security
• Contingency planning: bomb threats/disasters
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27. Chapter 7: Security and the Lodging Industry
Security Staffing:
Contract Security Companies
• What hotels should look for when hiring a contract security
Continued from previous slide…
company:
• Security guard training programs
• Previous lodging experience
• State certification (if applicable)
• Frequent property inspections to check on guards
• Ability to increase staff for large-scale emergencies
• Daily incident reporting to hotel management
• Good rate of client retention
• Potential liability and workers’ compensation issues if hotel
managers give instructions to contract security employees
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28. Chapter 7: Security and the Lodging Industry
Security Staffing: In-House Security Staff
Advantages of using in-house security staff include the following:
• Greater control over security officers
• Training can be more directly related to the lodging industry
• Quality of the personnel is under the direct control of the hotel
• More effective integration with other hotel departments
• More loyalty to the hotel
• Career paths can reduce security officer turnover
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29. Chapter 7: Security and the Lodging Industry
Security Staffing: Off-Duty Police
Pros
• Superior training in reacting to security incidents
• Knowledge of the law
• Better able to recognize criminals
• Immediately recognized as authorities
• May enhance police response to incidents
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30. Chapter 7: Security and the Lodging Industry
Security Staffing: Off-Duty Police Continued from previous slide…
Cons
• Trained more toward apprehension than prevention
• May be required to carry firearms
• May not be permitted to wear police uniforms
• Fatigue may become a factor
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31. Chapter 7: Security and the Lodging Industry
Security Training
• Every hotel employee must be trained to identify security issues
and take appropriate action.
• Everyone must understand the limits of an on-premises security
officer’s authority.
• All employees should be given a thorough security orientation
when hired and ongoing security training throughout their term
of employment.
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32. Chapter 7: Security and the Lodging Industry
Security Training Continued from previous slide…
• Training should include all aspects of the protection of guests, the
general public, employees, and the assets of guests, employees,
and the property.
• The unique security needs of each lodging property call for the
development of individually designed security systems and
training programs.
• Each hotel should write down its security standards and
procedures in a security manual that can be used to help train
employees.
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33. Chapter 7: Security and the Lodging Industry
The Authority of a Security Officer
• Generally speaking, a hotel security officer has no more authority
than any other private citizen.
• Tort law permits an injured party to bring a lawsuit for damages
against a security officer, as well as the employing property, for
such unreasonable conduct as false arrest, false imprisonment,
malicious prosecution, defamation, slander, and other tortious acts.
• Citizen’s arrests: A security officer should make a citizen’s arrest
only if a police officer cannot respond in time and good judgment
requires prompt action.
• Most states permit arrests by private citizens under certain
circumstances; security officers must be familiar with the statutory
arrest authority of private citizens in the state in which he or she is
employed.
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34. Chapter 7: Security and the Lodging Industry
The Authority of a Security Officer Continued from previous slide…
• An arrest made without proper legal authority may constitute false
arrest/imprisonment and could result in civil and criminal liability
on the part of the security officer and civil liability on the part of
the lodging property.
• In some states, after a citizen’s arrest a security officer can search
someone for an offensive weapon under certain circumstances.
• A security officer should use only such force as is reasonably
necessary to effect a lawful arrest or to prevent the escape of a
person under custody; if excessive or unreasonable force is used,
the security officer may be subject to criminal and civil action, and
the hotel to a civil action for damages.
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35. Chapter 7: Security and the Lodging Industry
The Team Concept
• The goal of a hotel’s security training program is to turn the
hotel’s entire staff into a security-conscious team.
• In a team concept, all staff members regard security as an
aspect of their jobs.
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36. Chapter 7: Security and the Lodging Industry
The Team Concept Continued from previous slide…
• All staff members should be instructed to:
• Be alert for and report any suspicious activities or persons
• Avoid confronting a suspicious individual
• Report any drug paraphernalia or other suspicious items
• Alert security when guests have large but empty pieces of luggage
• Check on the proper posting of innkeeper laws
• Check to make sure that information/tent cards providing security
information to guests are in their proper locations
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37. Chapter 7: Security and the Lodging Industry
Security and the Law
• Every state has its own statutes and court rulings on
innkeeper laws.
• Lodging managers and security personnel should read the
innkeeper laws of their state and review recent court and jury
decisions dealing with hotel security matters.
• More and more lawsuits are being filed every year, and
lodging properties are not immune from this trend.
• The hospitality industry, with its special emphasis on people
and personal services, represents an area where the
possibility for litigation is very great.
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38. Chapter 7: Security and the Lodging Industry
Legal Concepts
• Reasonable care
• Foreseeability
• Proximate cause
• Negligence
• Damages
Compensatory
Punitive
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39. Chapter 7: Security and the Lodging Industry
Legal Concepts Continued from previous slide…
• Trial court
Plaintiff
Defendant
Summary judgment
Directed verdict
Judgment notwithstanding the verdict
Appeals
Appellant (party appealing)
Appellee (respondent)
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