Security of the guest and their property is of great importance for a hotel. In the US, hundreds of cases of negligence and lawsuits for large sums are fi led. A hotel would always prefer to have an out-of-court settlement not only to avoid money and wastage of time but also to keep itself away from controversy and save its reputation. Basically, hotel security involves areas such as guest room locking systems and public areas security. The guest room locking systems these days are taken care of by punched and magnetic card key systems. These systems include locks with fl ash memory and include productivity linked functions. The system can be directly interfaced with PMS. Public area vigilance is important because people can reach these areas freely. Systems that can alarm and record suspicious movement should be installed in such areas. Boundary and periphery security can be achieved by traditional barbed wires, hedges and the modern electrifi ed fencing and active infrared detectors. Other various modern
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EARNINGO
BJECTIVESAfter reading this chapter, you will be able to
Understand manning and procedure of guest safety and security in the hotel Know various licenses required for hotel business
Get acquainted with prevailing laws pertaining to hotel operations Know how front offi ce operations can be computerised
Get an idea of various kinds of visas and passport and their relevance for tourist
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equipment such as CCTV with digital technology, intelligent access central system, software interface with CC TV for matching of undesirable visitors, and criminals interfacing of CCTV with motion detectors, pocket lie detectors and spy cameras and use of biometric readers like hand key reader or face recognition system, etc. are also used. In some hotels, access to guest fl oors are restricted to in-house guests only by interfacing the elevator with a room electronic lock system, where swiping room card key takes the guest to the fl oor on which he is staying. In case guests have visitors, the guests will have to meet them in the lobby or will have to accompany them to their room. Guest room doors are fi tted with electronic eye interfaced with videophone. Scan cameras to monitor undercarriages of vehicles should be used apart from all the various equipment and gadgets. Trained and experienced workforce with attributes such as eye for details, problem-solving methodology, knowledge of human psychology, positive attitude and ability to become a part of security service are important. The security department must provide a secure work environment for employer and employee and also at the same time, safe and secure environment for guest so that the guest has confi dence in the hotel.
The following are some of the safety and security measures:
Resident card should be used.
Key control system should be used.
Maintain record of master key used by staff.
Housekeeper’s occupancy report is to be made regularly.
Double lock system, magic eye and a door chain system are to be used.
Proper ‘left luggage system’ is to be followed.
Safety lockers for guest valuables should be provided.
Modern and effi cient fi refi ghting systems should be used.
Smoke detectors are to be installed.
Proper and regular maintenance of equipment, appliances and building should be done.
Close circuit cameras at parking and other strategic areas in the hotel are to be installed.
Fire escape route must be displayed in each room.
Computerised room keys or magnetic keys must be used.
Importance of Security System
The guests who come to a hotel with their luggage come with an expectation that they and their belong- ings, both, will be safe and secure in the hotel during the stay. At the same time, it is also necessary and rather essential that the hotel staff and its property is properly protected and secure in the hotel. Hence, it is very important that the hotel has a proper security system to protect the guests and the staff and the physical resources and assets such as equipment, appliances, buildings and gardens of the hotel and also the belongings of the guest. Therefore, it is important for the hotel management to select a system that will protect hotel from all such threats.
The management must take care of the security and safety systems for the areas as follows:
1. Protection of guests from crimes such as murder, rape, molestation, abduction and health hazards from outsiders, hotel staff, pests, and other such things like food poisoning.
2. Protection of hotel staff by providing staff lockers, insurances, health schemes, provident funds, etc. Protective clothing, shoes, fi re fi ghting drills, fi rst-aid drills and fi rst-aid equipment, a small dispensary may prove to be very useful, supply of clean drinking water, use of aqua guards, sani- tized of washrooms, etc. must be covered in the systems.
3. Secure luggage store rooms and proper equipment such as luggage trolley and bell hop trolley should be provided.
4. Hotel equipment such as lifts, boilers, kitchen equipment, furniture fi tting and building must be protected and for these the security and safety should cover up fi re safety equipment, bomb threat security system, water fl oods security system, earthquake security system, pest control system for furniture and fi ttings, etc. Safety and security measures against accidents such as bursting of boiler, electric shock, etc. can be prevented by regular and periodic maintenance.
5. Protection of raw material, provisions and groceries, etc. For this, the safety system should cover proper storage and pest control systems, apart from the application of material management system.
Types of Security
With regards to hotels, the security can be classifi ed under following three aspects:
1. Physical aspects
2. Security of persons (guest and staff) 3. Security of systems
1. The physical aspect of security can further be divided into the following two parts:
Internal Security Against theft
Fire security (smoke detectors, fi re alarm, water sprinklers, fi re extinguishers) Proper lighting (lighting of corridors, fi re escape, basement and other areas) Safeguarding assets (proper inventory, regular physical checks, etc.) Keeping track of unwanted guests
External Security
Proper lighting of boundary and outside of the building Proper fencing of the building
Fencing of pool area to avoid accidents in night
Planting of shrubbery can also help in restricting perimeter access of property Avoid poisonous and thorny bushes and barbed wire
Manning of service gates to restrict entry Fixing of closed circuit TV cameras
2. Security aspects of persons can further be subdivided into the following two parts:
Staff
A fourteen-point effective programme for this is suggested as follows:
Effective recruitment and selection: References check and proper thorough screening.
Identifi cation of staff: Issue identity badges and use distinct uniform for easy identifi ca- tion.
Key control: Maid should carry the key in her possession and issuance and return should be properly recorded.
Red tag system: Proper security system for hotel property to be formulated.
Training: Proper training to employees to note unusual events, safety drills to be con- ducted.
Adherence to management policy of security: An employee disregarding policy should not be confi rmed.
Trash handling: Trash should be checked to see if employees are smuggling out materi- als out of hotel with trash.
Employees parking: Proper checking of employees’ vehicles at the time of going off duty. If possible, it should be away from the main parking.
Locker inspection: From time to time, surprise checking of staff lockers is to be done.
Inventory records of linen, stores and other items.
Bring in experts (snoops): Hire an outsider, bring him as an employee to check and report about the culprit staffs.
Security consciousness: Guest should be told to be careful about his property.
Enlist employees: Employees are trained to report about suspected person and guests with scanty baggage, etc.
Set example: Management should follow these rules and should encourage employees.
Guest Room Security: Guest rooms are critical areas of hotel security programme. Personal belongings of guest may be stolen; guest may be subjected to criminal assault, etc. Room furnishing such as curtains and supplies may be stolen.
The following steps may be taken for guest room security:
1. Provide wide-angle door viewer, dead bolt locks, night torch and chains on doors.
2. Employee should be instructed not to divulge information about guests to outsiders.
3. While giving room keys, ask for key card from the guest, in case of doubt.
4. Information about any suspicious person roaming in corridor must be immediately reported.
5. Housekeeping staff should ensure never to leave keys on unattended carts in corridors.
3. The security of systems can be ensured as follows:
Record all losses and missing items immediately.
Inventory control should be proper.
Auditing should be done on regular basis.
Proper system for cash receipts and disbursements should be made.
The term ‘systems’ means the operations of the hotel, e.g. all the tools used for operation, procedures laid down for operations and policies to be followed.
The objective of such security is to safeguard the assets of the hotel. Systems, procedures and the policies followed properly shall safeguard the assets and shall increase the lifespan of equipment as well as avoid any breakdown maintenance. This would entail the following:
Fix duties and assign responsibility, which will help in pin-pointing responsibility in case of thefts, losses due to negligence and any other similar eventuality.
Make surprise checks.
Bonding of employees: People who have access to liquid assets should be bonded so that in case of any theft, etc. the concerned person is accountable.
Hire an independent agency for checking of your systems of security.
Fire
Fires in hotels are too often and may result in the injury/and loss of life or both of the guests and staff. It also causes loss of property and tarnishing of the image of the establishment.
Main causes of fi re in hotels:
1. Smoking
2. Defective wiring, faulty appliances and motor and worn-out insulation 3. Untidy and unattended laundry areas
4. Gas leaks 5. Rubbish
6. Blocked staircases and exits 7. Disorganised paint shops
8. Deposition of grease in the kitchen 9. Elevator shafts
Basic types of fi re
Class A: Fires in combustible material. Extinguished by the cooling effect of water or solutions contain- ing large percentage of water.
Class B: Fires in infl ammable liquids, grease and similar substances where a blanketing or smothering effect is necessary for extinguishing.
Class C: Fires in electrical equipment, where the use of non-conductive extinguishing agent is essential.
Fire Fighting Training
It is probably the responsibility of the chief engineer to train staff from each department who are identi- fi ed to be included in fi re fi ghting crew. Knowledge of sprinkler, valves, air ducts and fi re-hose equip- ment require a professional background. Regular inspection of fi refi ghting equipment, fi refi ghting practice sessions and demonstrations by the fi re brigade department are indispensable for the specially designated fi refi ghting crew.
Fire Alarm Accessories
Ionization smoke detector This is a dual chamber detector with Americium 241 radioactive material.
Offers a high-standard of performance and quickly responds to visible and invisible combustible par- ticles generated by the fi re in its incipient stage.
Photo-electric smoke detector This optical detector operates on light emitting principle, quickly re- sponds to particles of fi re and transmits the valid signal to the equipment.
Accident book An accident book should be kept in every organisation and the receptionist should record all the details of accidents that have occurred to employees while they were engaged in carrying out their normal daily duties. The accident book should be preserved for a period of three years. Every employer is required to take reasonable steps to investigate the circumstances of every accident recorded herein and, if there is discrepancy between the circumstances and the entry made, he is required to take necessary action.
Figure 6.1 shows a fi re exit plan.
Exit Corridor Exit
Exit Fire alarm
and Extunguisher
Fire alarm and Extunguisher
Fire alarm and Extunguisher
Fig. 6.1 Fire exit plan
Security and Safety Instruction Booklet
Hotels usually use a folder to instruct the guest about security and safety instructions. This folder gener- ally consists of the following:
Key to security and safety Instructions in case of fi re Escape plan