IMPACT ON EFFECTIVE HOSPITALITY SERVICES DELIVERY AND GUEST SATISFACTION

NIGERIAN HOTEL& CATERING INSTITUTE MCPE MAY 2012

NIGERIAN HOTEL& CATERING INSTITUTE MCPE MAY 2012

NIGERIAN HOTEL& CATERING INSTITUTE MCPE MAY 2012

NIGERIAN HOTEL& CATERING INSTITUTE MCPE MAY 2012

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KILLED AS ROBBERS RAID BANK IN DELTA STATE

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TENSION

IN BAYELSA STATE AS CULTIST RELOCATES TO CREEKS

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FOUR

DRUNKEN POLICEMEN KILL FUN SEEKERS

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 INFORMATION

TECHNOLOGY TERRORISM SKIMMERS LIABILITY AND INSURANCE FRAUD SECURITY AS A TABOO

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== == == = = == == ==

SEVERAL THOUGHT RUNS THROUGH THE MIND == PILFERAGE AND THEFT

ARSON ARMED ROBBERS / BURGLARY KIDNAPPERS MURDER RELIGIOUS EXTREMISTS ETHNIC RIFES POLITICAL INTOLERANCE
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EXTREME IMPORTANCE DISRUPTION OF NORMAL BUSINESS POTENTIAL FOR HUMAN SUFFERING OR LOSS RESOURCES LOSS (TIME,LABOUR OR MONEY) POTENTIAL SCRUTINY BY THE MEDIA THREAT TO PUBLIC GOOD WILL

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 FEAR

OF PATRONAGE LOW EMPLOYEE MORALE POOR BUSINESS BAD PUBLIC IMAGE POTENTIAL JOB LOSSES
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GUEST SATISFACTION

SERVICE DELIVERY

SECURITY

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WELL MANNED SECURITY PERSONNEL IN AND AROUND THE PREMISES WELL MANNED VEHICULAR AND PEDESTRIAN ENTRANCE AND EXIT ELECTRONIC KEY SYSTEM WITH WELL LATCHED DOORS AND SPY HOLE GOOD COMMUNICATION SYTEM IN THE ROOM WITH EXPLICIT TELEPHONE DIRECTORY

NIGERIAN HOTEL& CATERING INSTITUTE MCPE MAY 2012 14

DEVELOP A COMPREHENSIVE BACKGROUND CHECK ON ALL CASH HANDLING STAFF DEVELOP A MAXIMIUM LIMIT FOR CASH TO BE HELD AT ANY TIME RESTRICT THE INFLOW OF STAFFS TO CASH AREA ENCOURAGE OTHER MODE OF PAYMENT OTHER THAN CASH

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INTERNAL APPROACHES

 INTER/

INTRA BANK TRANSFERS USE OF CHEQUES (BANK AND PERSONAL) POINT OF SALES TERMINALS AUTOMATED TELLER MACHINE PAYMENT USE OF CREDIT CARDS ETC
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EXTERNAL APPROACHES LIGHTEN UP ALL AREAS OF THE ESTABLISHMENT AVOID UNMANNED MULTIPLES ENTRY AND EXIT TO THE ESTABLISHMENT ENCOURAGE THE USE OF BARS FOR ENTRY AND EXIT ENCOURAGE THE USE METAL DETECTOR FRISKING

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ENCOURAGE THE USE OF CLOSED CIRCUIT TELEVISION WITH INFORMATION OPEN TO THE PUBLIC ALIENATE VEHICLES FROM MOTORCYCLES/BICYCLES IN THE CAR PARK AREA ENGAGE THE UE OF ALARM TRIGGER SYSTEM WITH THIRD PARTIES USE OF ELECTRONIC SENSOR DOORS IS RECOMMENDED
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INTERNAL ISSUES THOROUGH BACK GROUND CHECK OF STAFFS IS MANDATORY SPOT AUDIT BE INTRODUCED PERIODICALLY KNOWLEDGE OF ESTABLISHMENT PASSWORD TO SERVERS SHOULD BE LIMITED ESPECIALLY FOR PAYMENT CARD INDUSTRIES ONLY DATA SECURED STANDARD BE EMPLOYED FOR PAYMENT ALL POS TERMINALS MUST BE PASSWORDED AND ASSIGNED TO SPECIFIC STAFF.
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EXTERNAL ISSUES THIRD PARTY AGENTS BE AVOIDED AS MUCH AS POSSIBLE END TO END DATA PROTECTION GUARANTEE MUST BE SOUGHT BEFORE AGREEMENT IS SIGNED WITH SERVICE PROVIDERS

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 SAME

PRINCIPLES OF SECURITY MEASURES TO BE ADOPTED EXCEPT FOR RESORTS WHERE HIGH SECURITY MONITORS OR RADARS ARE ADVISED. STICKY TONG PLANTS COULD ALSO BE EMPLOYED TO LIMIT GUESTS EXTERNAL MOVEMENT AREA
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MUST BE PRE DETERMINED FOR EACH POTENTIAL CRISES IDENTIFIED IN ANY ESTABISHMENT WHO SHOULD BE TOLD IF CRISES OCCUR WHAT SHOULD BE DONE AND WHO SHOULD DO IT IF CRISES OCCUR WHO SHOULD BE INFORMED OF THE IMPACTS OR RESULTS IF CRISES IS OVER

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COMMUNITY

EMPLOYEE

GOVERNMENT

EMPLOYER

GUEST

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THANK

YOU
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NIGERIAN HOTEL& CATERING INSTITUTE MCPE MAY 2012

QUESTIONS

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