Safety and Property Security

Chapter 9:
Safety and Property Security

Personal Safety:
Legal Liability & Guest Safety
Safety Protection of an individual’s physical well-being and health
Security Protection of an individual or of business’ property or assets
Hotels are not required to ensure guest safety.
However, must exercise reasonable care for guest and

employee safety.
Hotel may be held wholly or partially liable for resulting

loss or injury if it is found that a hotel has exhibited an
absence of reasonable care for guest safety.
Hotels are not required to ensure guest safety.
Hotel Operations Management, 1/e ©2004 Pearson Education
Hayes/Ninemeier Pearson Prentice Hall
Upper Saddle River, NJ 07458
Personal Safety: Staffing for Security
Operation of Safety & Security Committee
Reinforces
that:
Guest safety and hotel security is the responsibility of every
manager, supervisor, & employee of the hotel.
Employee safety training
Training employees to 1) ensure guest safety, 2) work
safely, and 3) assist hotel’s security efforts.
Employee safety training is an ongoing process
Local law enforcement
Local law enforcement officials can provide no-cost safety
Facility Engineering & Maintenance
and security training for employees.
Personal Safety: Safety Resources
Recodable locks
Reduce chance for guests to be victimized in their rooms
by someone who had rented the same room on a prior night
Help reduce the incident of employee theft from rooms
Surveillance systems
Use of VCR
- Recording activity at front desk, in parking areas, and near cashiers
Use of CCTV (Closed-Circuit Television)

-In a multiple-entry property where management desires to monitor
activity outside each entrance
Alarm systems
Serve to deter criminal or mischief activity

Internal Notify an area within the hotel if alarm is activated
alarms Protect storage areas, hotel facilities (pools, spa, and
exercise areas), and hotel and perimeter
Contact Notify (contact) an external entity such as fire

alarms or police departments if alarm is activated
Both federal law and local building codes mandate hotel fire alarms

Emergency Plans: the identification of a threat to the safety and
security of the hotel & hotel’s planned response to the threat
Response to events in most hotels’ emergency plans
Fire / power outages / severely inclement weather / robbery
/ death or injury to a guest or employee / bomb threat /
intense negative publicity by the media
An emergency plan must be a written document, including:
Type of crisis
Who should be told when the crisis occurs
What should be done and who should do it in the crisis
Who should be informed of the results or impact of the crisis
when it is over
Where practical, hotels should practice implementation of their plan !

Personal Safety: Special Safety Issues
Swimming pools
Figure 9.1 lists ten key practices for swimming pool safety
Spas
Figure 9.2 lists ten key practices for spa safety
Parking lots
Figure 9.3 lists ten key practices for parking lot safety
Always remember how to improve guest safety and minimize the

legal liability of the hotel!
Personal Safety: Documenting Safety Efforts
All hotels should document their safety and security related
efforts!
Prepare & complete MOD checklists for each critical area

of hotel
- Appropriate frequency, content and number of checklist
should be determined
Incident reports listing the “who, what, where, and how”

should be filed and maintained
Document minutes from safety and security committee

meetings, general staff meeting’s notes relevant to safety
issues, records of employee training related to safety and
security, and safety seminars attended by employees
Personal Safety:
Occupational Safety & Health Administration
OSHA regulations ensure businesses:
Provide a safe workplace for employees by complying with

OSHA safety and health standards
Provide workers with only tools and equipment that meet OSHA
specifications for health and safety
Establish training programs for employees who operate
dangerous equipment
Report to OSHA within 48 hrs of any worksite accident that
results in fatality or requires hospitalization of five or more
employees
Maintain the “OSHA Log 200” (an on-site record of work-
related injuries or illness) and submit it to OSHA once per year
Personal Safety:
The Occupational Safety & Health Administration
OSHA regulations ensure businesses (continued…)
Display OSHA notices regarding employee rights and safety in
prominent places within the hotel
Provide all employees access to the Material Safety Data Sheets
that provide information about the dangerous chemicals they may
be handling during work
Offer no-cost hepatitis B vaccinations for employees who may
have come into contact with blood or body fluids
Compliance with OSHA standards
Results in
Fewer accidents lower insurance costs healthier workforce

Property Security: Threats to Asset Security
- Internal Threats
Hotels bond those employees in a position to embezzle funds
Methods of fraud related to cashiering
Charging guests for items not purchased, then keeping the
overcharge
Changing totals on credit card charges after the guest has left or
imprinting additional credit card charges and pocketing the cash
difference
Misadding legitimate charges to create a higher-than-appropriate
total with the intent of keeping the overcharge
Voiding legitimate sales as “mistakes” and keeping the cash
amount of the legitimate sale
Charging higher-than-appropriate prices for hotel goods or
services, recording the proper
Facility price,
Engineering & then keeping the overcharge 9
Maintenance
- Internal Threats (continued….)
Three noncash assets most subject to employee theft:
Should have strong controls in place regarding time

Time
cards.
Carefully screen employees prior to hiring

Company Reduce theft opportunities by using effective security
property Treat all proven cases of similar theft in a similar
manner
Monitor long-distance telephone bills generated by

Services each administrative telephone extension number
- External Threats
Cash
Robbery is not the occasion to attempt the protection of
cash assets.
Robbery is the time to protect staff !
During a robbery, complying with robber’s demands and
observing the robber should be the employee’s sole
concern.
If no contact alarm is installed in the cashier’s cash drawer,
an employee who is robbed should, at the earliest safe
opportunity, contact local law enforcement officials as well
as others indicated in the robbery section of the hotel’s
emergency plan.
External Threats (continued….)
Other assets: security-conscious manager:
Hang all artwork in lobbies & guest rooms with lock-down
style hangers
Avoid placing valuable decorations & décor pieces in areas
where they can be easily taken by guests
Train room attendants to alert management if excessive
amounts of in-room items go missing from stay-over rooms
Bolt televisions securely to guestroom furniture
Train all employees to be alert regarding loss of hotel
property & to report any suspicious activity

Department-Specific Threats to Asset Security
Front Office
Largest area of security concern is fraudulent selling of
rooms
Use housekeeping discrepancy report to detect room revenue
fraud
Housekeeping
Guest-theft of housekeeping supplies
Theft from guest rooms by room attendants or other
employees
- best policy is to report the incident to local law enforcement
Department-Specific Threats to Asset Security
Food & Beverage
Hotel suppliers such as silverware and glassware taken by guests
Employees accepting kickbacks from vendors or by purchasing,
then stealing, food and beverage items intended for the hotel
Sales & Marketing

Misstating mileage traveled, clients entertained, or sales trips
taken
Maintenance & Engineering
Employee theft of hand tools and supplies
Implementing a sign-in/sign-out program for tools

Safety and Property Security

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Chapter 9:

Safety and Property Security

Security Protection of an individual or of business’ property or assets

Hotels are not required to ensure guest safety.

However, must exercise reasonable care for guest and

Hotel may be held wholly or partially liable for resulting

Use of CCTV (Closed-Circuit Television)

Serve to deter criminal or mischief activity

Contact Notify (contact) an external entity such as fire

Hotel Operations Management, 1/e ©2004 Pearson Education

Where practical, hotels should practice implementation of their plan !

Always remember how to improve guest safety and minimize the

Prepare & complete MOD checklists for each critical area

Incident reports listing the “who, what, where, and how”

Document minutes from safety and security committee

Provide a safe workplace for employees by complying with

Fewer accidents lower insurance costs healthier workforce

Should have strong controls in place regarding time

Carefully screen employees prior to hiring

Monitor long-distance telephone bills generated by

Hotel Operations Management, 1/e ©2004 Pearson Education

Sales & Marketing

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