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Security in Hotels
Semester 1
Identify housekeeping's security responsibilities in relation to theft, key control, lost and found procedures and emergencies
How Secure Are
Guests
Employees Guests
Large workforce Amount of equipment /
materials used Pressure and stress of the
job Potentially dangerous
environment Cost of accidents Distress of accidents
What examples can you think of?
Home away from home Guest expectations – safe
and secure environment
What did you learn from the video?
What are your own experiences?
React fast, positively and professionally
Handle as a complaint
Show concern and assistance
Be objective
Insurance & liability
Police or no Police ?
Usually from guest bedrooms
Maid’s trolleys and stores
Conference rooms
Restaurants (especially silver ware)
General public area fittingsrequires a case-to-case approach, tact and diplomacy
Are purchases controlled ?
Is receiving controlled adequately ?
Is there an inventory control program ?
Is employee entrance & exit controlled ?
Are employees stealing time ?(known as time-clock fraud)
Screening staff at recruitment
Record keeping Who ? When ? Where ? etc …
Inventory control
Closed circuit TV
Baggage check in and out
Employees in collusion with Vendors ?
Employees in collusion with each other ?
Use of laundry, cleaning supplies, telephone lines, are they controlled ?
Are supplies being stolen ?
Are cash handling precautions preventing theft by employees ?
How have keys in hotels evolved?
Guestroom / Individual roomAccess to an assigned (guest) room - - changed each time – limited in time, will expire at guest c/o
Section / Floor master Access to a pre determined number of rooms in a section / floor
Supervisor Access to several designated sections / floors in a building
Grand master Access to all door in a hotel
Emergency key (E-key) Grand master which overrides the deadbolt
of a guestroom lock
Key Control Procedures
• Only to be given to a registered guest• Should never be left out or around• Should not bear the Hotel’s name nor the room number• Must always be retrieved from the departing guest
• Never broadcast room numbers• Keep Reception free of loose keys• Know to whom you are giving a key• Change key/lock if in doubt
Slips due to spillages Wet/cluttered floors /bath tubs/showers
Hazardous materials and work areas
Lifting Cords Ladders/stairs Machines Chemicals
Blood borne pathogens
Emergency procedures
Fire Suspicious activities Guest theft Employee theft Bomb threats Onsite violence Sexual harassment Access and egress
Take full details from caller Call the Police Search Decide Never touch suspicious
objects If in doubt, all out !
When the alarm goes … what then ? Detailed instructions to follow Every department has a plan Different staff positions have different duties Day plan and night plan Plans posted and displayed
Heat activated
Smoke activated
Fire alarms
Sprinkler systems
Fire extinguishers
Carbonaceous Liquid (Fat, oil, Petrol) Electrical Chemical
Water Gas Foam Dry powder Fire blanket
Why should we not mention the name and room number of a guest?
What is meant by key control?
What should be done in a situation of bomb threat?
What is the fire triangle?
Revision for Midterm test.
