safety and security in hotels

7/28/2019 Safety and Security in Hotels

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Safety and Security in Hotels

Safety and security are two responsibilities of hotel managers. Guests expect to

sleep, meet, dine, and entertain in a facility that is safe and secure and are entitled to

reasonable care under law. Housekeeping and Front Office personnel can help meet thisguest expectation and, in some cases, make the difference in the propertys safety and

security system.

Safety

A term that pertains to discussing disaster preparedness, fire prevention andprotection, protection devices, and conditions that provide for freedom from injury and

damage to property.

The two hotel departments most likely to have the largest number of accidents

and injuries are maintenance and housekeeping.

One basis for this frequency is the sheer labor-intensity of these two departments.In many operations, housekeeping and maintenance employ more people than any other

department.

Another reason lies in the fact that working in housekeeping or maintenance

involves physical activities and equipment use both of which increase the risks of

accident and injury.

To reduce safety risks, the executive housekeeper must be aware of potential

safety hazards and develop procedures to prevent accidents.

Safety should be a top priority. Ongoing safety training programs help ensures

that safe conditions are maintained in all work areas.

To develop programs, management must be aware of the laws that regulate the

work environment and more specifically, how those laws affect housekeeping

personnel.

Employee Morale and Management Concerns

Unsafe working conditions have a negative effect on employee morale. Ifemployees are preoccupied with hazardous conditions in the work place, they will not be

able to perform the best of their ability.

For most part, it is difficult to motivate employees until unsafe conditions are

corrected.


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One of managements top concerns should be for the health and welfare of

employees.

Employees are one of the most important assets a hotel has. If managers want

employees to provide quality service, they must treat employees fairly and with respect.

Respect for an employees right to work in a safe and hazard free environment is a goodplace to begin.

Potentially Hazardous Conditions

Accidents and injuries do not have to occur. By following three simple rules,

employees can contribute to a safe, accident-free work environment:

Take adequate time

Correct unsafe conditions immediately

Do it safely the first time

Lifting:

Housekeeping tasks often involve lifting heavy objects. Employees may also be

required to move furniture in order to complete a thorough cleaning task.

Incorrectly lifting heavy objects such as bags, boxes, and containers may result in

strained or pulled muscles and back injury. In turn, these injuries can result in loss of

work and long-term pain and suffering.

Employees can also incur cuts and scratches when lifting items such as trash or

dirty linens which contain pointy objects or broken glasses. In all instances, employees

should know what conditions to look for and the special precautions to take.

Some guidelines for safe moving and lifting:

Inspect the object before lifting. Do not lift any item that you cannot get your

arms around or that you cannot see over when carrying. Get help if it is too

heavy. Look for any protrusions, especially when lifting trash or bundles of linen.

Quite often, these items contain pointy objects or broken glass. Exercise

special care to avoid injury. When lifting, place one foot near the object and the other slightly back and

apart. Keep well balanced.

Keep the back and head of your body straight. Because the back muscles are

generally weaker than the leg muscles, do not use the back muscle to lift theobject.

Bend slightly at the knees and hips but do not stoop.

Use both hands and grasp the objects using the entire hand. Lift with the leg muscles.


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Keep the object close to the body. Avoid twisting your body.

When setting an object down, do not use your back muscles. Use the leg

muscles and follow the procedures used to lift objects. When tucking in sheets, picking up a laundry or cleaning a tub, bend with the

knee and not on the back, nor on the waist to prevent back injury.

Use your body weight in pushing and pulling the vacuum, not just your armsand shoulder. To avoid slipping and tripping, hold the cord and coil as you go.

Wear the right shoes. Working shoes should be slip resistant, with a closed toe

and fit to give you the best comfort. Watch where you are going to prevent slips and fall.

Use door stopper and not linens or objects that could cause a slip or fall. Turn on lights and look all sides before entering any room. There may be

spills or broken glasses on the floor that need to be cleared. If a broken glass is found, sweep the floor and place the glass in a container

separate from the trash. To push the room attendants cart easily, check if it has sticking wheels.

Without it, it will be harder to push and could injure the user. Remove stickingthread on the wheels. Be careful with loose screw or sharp edges as they could catch on ones

clothing and cause cuts.

When pushing the cart, lean forward into the cart, rely on ones legs and feel

not unto ones back or across the body. Keep the cart close, use feet and legs and not arms and shoulders.

In case a cart falls down, do not try to stop or stand it up by alone. It is heavier

than you think and can cause accidents. Ask for help. Do not overload laundry cart to make it easier to pull. When reaching for something, especially in the tub, never stand on the edge of

a toilet bowl. You might loose your balance and fall.

Ladders:

Ladders can be used when cleaning areas on or near the ceiling or for such tasksas changing light bulbs. When selecting a ladder for a particular cleaning job, its

condition, height and footing should be inspected.

Check the ladder for stability and examine crosspieces for sturdiness. If the ladderis broken or defective, do not use it. Rather, tag the ladder, place it out of service, and

report it to the appropriate housekeeping supervisor or the maintenance department

An aluminum or metal ladder should never be used when working near or on

electrical equipment. Ladders with rubber footings should be used on tile floors or in

kitchen areas to prevent slipping. In all instances, the floor should be dry and clean. Aladder must be high enough so that an attendant can stand on it and do the job without

overreaching. Never stand on the top step of a ladder. If the area cannot be reached while

standing on the step below the top step, the ladder is too short for he job.


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Ladders should be placed so footing is at least one fourth of the ladder length

away from the wall. Never place a ladder against window or an uneven surface.

Before climbing, test the ladder for stability; it should be well balanced and secure

against the wall and floor. Always be sure to face a ladder when climbing and have a

clean and dry hands and feet. Do not hold any items or tools that may prevent the use ofone or both hands. Mark the area underneath the ladder with caution signs so that guests

or employees do not walk under the ladder.

Machinery:

Employees should be authorized and trained in the use of machinery and

equipment before operating such devices. Most equipment, machineries, and power toolscome with instructions.

Some employees may need additional training and supervised practice before

operating equipment and machinery on the job by themselves. Many power tools andother machineries are equipped with protective guards or shields. These safety guards

should never be removed.

Employees may also be required to wear protective eye goggles or gloves. All

protective gear should be worn per instructions. Equipment and machineries should neverbe left unattended while in use. When not in use, all tools and equipment should be

turned off and stored in the proper place. Never use a piece of equipment or machinery

that is not operating correctly. Contact the appropriate supervisor or the maintenance

department to have it repaired as soon as possible.

Electrical Equipment:

Extra care must be taken when operating electrical equipment. Even one of the

most common housekeeping appliances like a vacuum cleaner can be harmful or deadly

if operated improperly or in unsafe conditions. An employee should never operateelectrical equipment when standing in water or when hands or clothing are wet. It is also

unsafe to operate electrical equipment near flammable liquids, chemicals, or vapors.

Sparks from electrical equipment could start a fire.

Equipment that sparks, smokes, or flames should be turned off immediately. If it

is possible and safe to do so, the equipment should be unplugged. In no instance should

an attendant attempt to restart the equipment. The malfunction should be reported to theappropriate housekeeping supervisor or the maintenance department.

Equipment wires and connections should be checked periodically. Equipmentwith loose connections or exposed wires should not be used. An appliance should never

be unplugged by pulling or yanking the cord. This will loosen the connection between the

cord and the plug and cause sparks and shorts. Equipments should be unplugged by

grasping the plug and pulling it gently away from the outlet.


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When using electrical equipment, the cord should be kept out of traffic areas such

as the center of hallways or cross doorways. This is not always possible, particularly withsuch tasks as vacuuming corridors. In such situations, keep the cord close to the wall and

post caution signs in the work area. If the appliance will be stationary and in use for a

lengthy period, tape the cord to the floor and place caution signs over the taped cord.Extension cords are sometimes required particularly when an electric outlet is not

located near the work areas. Extension cords should be inspected for exposed wire before

use just like any other electrical cord.

There are many types of extension cords; not all are acceptable for use in a

hospitality operation. The local fire department can pinpoint which types of cords meet

the local fire codes and regulations.

When cleaning guestrooms, room attendants should check electric lamps,

appliances, and other fixtures for frayed wires, loose connections and loose plugs.

Exposed electrical wire may result in shock, injury, or even death when touched. Outletand switch covers should be checked to ensure that they are covered properly and not

cracked or broken. If any of these conditions are found, the room attendant should notattempt to fix them, rather, potential problems should be reported to the appropriate

housekeeping supervisor or to the maintenance.

Chemicals:

Many housekeeping employees are exposed to dangerous chemicals in their daily

work routines. These chemicals are powerful cleaners, and, when used properly withproper protective gear, are relatively harmless. However, when used improperly, these

same helpful chemicals can cause nausea, vomiting, skin rashes, cancer, blindness, and

even death.

Chemicals are used to clean all areas of a lodging property including bathrooms,

kitchens and floors. Potentially hazardous chemicals are also used to kill insects androdents. Some housekeeping situations require employees to handle toxic substances to

unstop clogs in toilets and other plumbing fixtures. Often the use of such hazardous and

toxic chemicals cannot be avoided.

Continual training in chemical safety is necessary for two reasons: First, misused

chemicals can cause serious injury in a short period. Second, new employees especially

in properties with high employee turnover need to be trained immediately.

Handling Chemicals Safely:

Read the labels and the material safety data sheet.

Wear personal protective equipment like goggles and hand gloves for

protection from spills and splashes. To use the chemical correctly, follow the direction of the label.


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Use only one chemical for its intended purpose.

Be sure the correct chemical goes in a properly labeled container when

refilling spray bottles. Cap of bottles/ containers should be tight and the broken nozzles must be

replaced to prevent drips.

Never mix chemicals the result can be potentially deadly like fumes createdby mixing bleach with ammonia.

Use the right amount of chemicals. Excessive amount may damage surfaces.

If a chemical spills, block the surface. A minor spill can be cleaned up. If notsure of how to clean up a spill, ask the supervisor.

If a chemical spill blocks your skin, rinse as directed in the material safety

data sheet If your eyes are exposed and contaminated by a spill, rinse it with a clean

water and get immediate medical assistance.

Handle potentially contaminated items as little as possible.

Use proper container for disposal of items.

Clean contaminated areas. Thoroughly wash hands after using chemicals.

Security

Security refers to the freedom from fear, anxiety, and doubt involving ourselves,as well as to the protection and defense against the loss or theft of guest, employee, and

company property and prevention of other emergencies.

Security Committees:

Security committee should consist of key management personnel including

departmental heads. Supervisors and selected hourly employees can also contributeimportant security information and add to the committees effectiveness.

Committee Responsibilities:

Development of security handbook and the design of training and awareness

programs.

Monitoring, analyzing, and suggesting solutions for returning securityproblems.

Maintaining records on such incidents as theft, vandalism, and on-site

violence.

Conducting spot security audits and property inspections.

Investigating security incidents.

Maintain open lines of communication with the local police department.


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Theft:

Guest theft: most hotels assume that guests will take items such as matches,pens, shampoo, ashtrays, and sewing kit. For most part, these items are provided for the

guests convenience and are actually a form of advertising used by the hotel. However,

towels, bathrobes, trash bins, and pictures are not part of the marketing strategy and arenot meant to be taken by guests. When these items turn up missing, it can add up to a

large expense for a hospitality operation.

To reduce the theft of these items, some properties keep count of the number of

amenities inside the room. When the guest request for additional item, it is noted at the

front desk. The room attendant, too, notes how many items are in the room, when

cleaning the next day. The room attendants ability to spot missing item may allow thehotel time to charge the guest for items that have been taken.

Another strategy, some hotels place items such as towels, bathrobes, and leather

stationery folders and the like are on sale in their gift shops. This may reduce thelikelihood of theft since guests have the option of purchasing these items. Also, having

these items on sale helps set a standard price that can be levied against guests for amissing item.

Other helpful ideas to reduce guest theft:

Use as few monogrammed items as possible. Keep storage rooms closed and locked Affix or bolt guestroom items and fixtures to appropriate surfaces. Secure windows.

Employee theft: it is up to the management to set the standards for reducingemployee theft and to act as a good example. A manager who takes hotel steaks home

to barbeque will not be effective when asking employees not to steal food, linen, and

other hotel property. Management should also detail explicit rules and regulationsconcerning employee theft. The employee handbook should spell out the consequences of

stealing hotel property.

Managers should screen applicants before making a job offer. A throughbackground check should be conducted, including a check for any criminal convictions.

Before asking any questions or making inquiries, check local laws to ensure that the

selected screening techniques are not illegal or prohibited.

Good inventory control procedures can also help control theft. Detailed records

that note any unusual or unexplained fluctuations should be kept of all items in stock. It isa good practice to conduct a monthly inventory of all housekeeping supplies including

toilet paper, amenities, and linens. If the items in storage do not match the usage rate, or

if too little stock is on the shelves, it may be an indication of employee theft. Employees


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should be aware of the results of monthly inventories especially when shortages are

discovered.

In addition to keeping records of items in stock, records should be kept of stolen

or missing items- including those from guestrooms. The record should include the name

of the room attendant and any other hotel employees who had access to the room.

Keep all storeroom doors locked. Storerooms should be equipped with automatic closing

and locking devices. Locks on storerooms should be changed periodically to reduce theopportunity of theft.

Management should designate employee entrances and exits. These entrances

should be well-lighted, adequately secured, and provided with round-the-clock security.Employee entrance may include a security staff office which monitors arriving and

departing employees.

Employees should know what items they may bring onto or remove from theproperty. Management may establish a claim-checking system for bringing items onto the

premises and a parcel-pass system for taking items off the premises. If an employee haspermission to remove hotel property, he/she should be issued a signed permit from the

supervisor or an appropriate manager before doing so.

Restricting employee parking to a carefully selected area can also help control

losses. Keeping the area well-lighted reduces the temptation to steal and also makes the

lot safer for employees who leave work after dark. The employee parking area should not

be so close to the building that it allows employees to easily and quickly transfer stolenproperty to their cars.

If the hotel is large or has a very high turnover rate, employees are less likely toknow their fellow workers. In such cases, identification badges may be required to

prevent strangers who pose as employees to gain admittance to the property.

Bomb Treats:

Housekeeping procedures for handling bomb treats should be part of the

propertys security manual. Housekeepings role usually consists of helping in the searchfor any suspicious objects that could be bombs.

Where and how the search is conducted will depend on the way the propertyreceived the bomb threat. Information from the caller or letter may give clues on where

personnel should search and on what type of bomb or object to look for.

Searches often include stairways, closets, ashtrays, trash containers, elevators, exit

areas, and window sills. It may be helpful to take a flashlight to inspect areas with little

light.


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Search team employees look for objects that are normally not found in an area.

Housekeeping personnel have an advantage since their daily routines promote familiarity

with many hotel areas. If a suspicious looking object is found, it should not be touched ormoved; notify the person in charge of the search team or an appropriate supervisor

immediately.

Notification is best done face-to-face or over the telephone. Avoid using radios,

walkie- talkies, or beepers. Some bomb devices are sensitive to these sound waves and

may go off.

If nothing is found after completing the search, all teams should regroup in a

designated area. An all-clear sign should be given after all search procedures have been

performed and management is satisfied that the guests, employees, and property are notunder by real threat.

Quite often, guests are not notified when bomb threats are received. This is

because many bomb threats are just that threats. However, bomb threat emergencyprocedures should still be followed just in case it is a real emergency. Generally, these

procedures do not include notifying guests until a search is completed. If a guest does askan employee what he/she is doing during a search, the employee should respond in a way

that does not arouse unnecessary suspicion or fear.

The safety and security manual should include evacuation plans in case a bomb

should actually be found or explode on the premises. It should also include provisions for

emergency medical services. In these instances, housekeeping employees should follow

procedures to assist in rescue efforts. The local police should be notified of all bombthreats. If police respond to such calls, the hotel should follow the directions laid out by

police personnel.

Fires:

Fires are grouped into four classifications based on the different products ofcombustion. Many hotel fires are fueled by a combination of combustibles. It is very

likely that a fire started by Class A combustibles could grow to include Class B and C

materials.

Fires start for many reasons. Some fires may be caused by an accident or

mechanical malfunction. Others may be the result of arson.

Mission:

To save lives and property


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Fire Behavior:

Burning, also called combustion, is a simple chemical reaction. It is described as arapid, persistent chemical change that releases heat and light and is accompanied by

flame, especially the exothermic oxidation of a combustible substance.

Accident Prevention:

An accident can be defined as the result of a series of events and conditions that

lead to an unsafe situation resulting in injury and/or property damage. Accident chain, a series of events and conditions that can lead to an accident.

Classifications:

Environment

Human factors

Equipment Event

Injury

Environment:

Included here are physical surroundings such as weather, surface conditions, access,lighting, and physical barriers.

Human Factors:

This includes human and social behaviors, training (lack of training), fatigue,fitness, and attitudes.

Equipment:

Included here are apparatus, maintenance, and serviceability, proper application,and equipment limitations.

Event:

The event is the intersection of the foregoing components. Something or someone

had to bring those components together in such a way to create the unsafe situation.

Injury:

Deals with the actual injury (or property damage) associated with the accident. Anear miss or close call is an accident without injury or physical damage.


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Fire Safety Rules and Principles:

When you discover a fire, call out your discovery, sound the fire alarm andsummon help.

Never pass the fire to get an extinguisher. A dead-end passageway could trap

you. If you must enter a room to combat the fire, keep an escape path open. Never

let the fire to get between you and the door.

If you enter a room and your attack with a portable extinguisher fails, get outimmediately. Close the door to confine the fire. Your knowledge of the

situation will aid those responding.

Fight the fire with the wind or the wind coming from your back. Never use and direct a solid stream of water on liquid fire as it will cause

splashes and make the fire more difficult to handle.

Never use foam and water on electrical fire, as this will cause electrocution.

When entering an enclosed space, see to it that the space is gas-free and with

sufficient oxygen. Regular training and drills are very necessary so that each member learns his

duties and the order in which they must perform. To be successful in firefighting, adequate preparation is very much required.

Well-planned actions for every emergency will surely achieve firefighting

operations safely, efficiently and effectively. One of the priorities that should be given due attention is the escape route. Be

curious enough to know all the shortest possible ways to escape from a fire

zone to a safe place in order not to be trapped.

Smoke is a visible product of fire that aids to the problem of breathing. Roomsfilled with thick smoke, there will be great possibility of suffocation because

oxygen content of the room will be reduced to a minimum.

Safe Practices:

Smoke only at the designated area. Raise the fire alarm promptly upon discovery of a fire.

Know how to extinguish fire correctly with the use of portable extinguishers and

other methods. Know how to recognize fire hazards and to take the necessary steps to prevent fire.

Fire Triangle and Tetrahedron:

The combustion process was once depicted as a triangle with three sides. Each side

represented as essential ingredient for fire:

Heat

Fuel Oxygen


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As researched, it became evident that a fourth ingredient was necessary. That fourth

element was the actual chemical combustion. Thus the name fire tetrahedron

The Burning Process:

The process of burning occurs in clearly defined stages:

Ignition Growth Fully developed

Decay

Growth Stage:

From the point of ignition, fire begins to grow.

Starting out as a spark or a small flame, other combustibles heat up, liberateflammable gases, and ignite, spreading the chain reaction to other flammables and

resulting in an increase in size.

Several factors in the growth of fire:

Oxygen supply the amount of oxygen will have a direct effect on the speed of

growth and the size of the fire. Fuel size of the fire will naturally depend on the amount of fuel available to burn. Container size in a structure, the container would be the surrounding walls and

obstructions. A large container would permit dissipation of heat and slow the

growth of fire. Insulation heat that is radiated back into unburned areas will accelerate growth.

Fully Developed Stage:

This stage is recognized as the point in which all contents within the perimeter of

the fires boundaries are burning.

Decay Stage:

When the point at which all fuel has been consumed is reached, the fire will begin

to diminish in size.

Ultimately, the fire will extinguish itself when the fuel supply is exhausted.

Modes of Heat Transfer:

Heat is a by-product of combustion that is of significant importance to the fire

fighter.


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The three modes by which heat transfers its energy from one substance to another

are through: Conduction

Convection

Radiation

Conduction:

When a hot object transfers its heat, conduction has taken place.

The transfer could be to another object or to another portion of the same object.

Convection:

Air that is hotter than its surroundings rises, air that is cooler than its surroundings

sinks.

Radiation:

When combustion occurs, light is produced. Light travels by way of light waves.

These light waves range from ultraviolet to infrared.

Fire produces infrared light waves, and with enough concentration, can permit fireto jump from the source to a distant object, heat it up again, and if intense enough,

cause it to ignite.

Classes of Fire:

Class A type made up of ordinary combustibles such as cellulose, rubber, or

plastic. Combustibles such as paper, wood, cloth, rubber and other organic solidsincluding petro-chemical solids (plastics) make up this class.

Class B type are fueled by liquids, gases, or grease-type fuels. Oil, gasoline,alcohol, and other liquids are more common types found in this class of fuel.

Class C type are basically fueled by electricity. In this case, the electricity is

actually the heat source that propagates the fire and often communicates to otherfuels of the class A or B type to sustain the burning process.

Class D type a less common fire type, is fueled by metals. A particular class ofheavy metals, which can be identified on the periodic table of the elements and

found mostly in the alkali metal group, will burn. Most metals in the group are

magnesium, titanium, zirconium, sodium, and potassium, thorium, plutonium,hafnium, lithium, zinc, uranium, and calcium.


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Fire Extinguishment:

Class A fire, is extinguished by coolingthe fire. The application of water cools thefire by absorbing as water is converted to steam. When enough of the heat is

removed, the temperature of the fire is lowered below the ignition temperature of

the substance and thereby collapses the fire pyramid.

Class B fires, the application ofsmotheringagent is used to prevent oxygen from

getting to the fuel and propagating the chain reaction of fire by removing theoxygen leg of the fire pyramid. In this case, the fire collapses due to a lack of

oxygen.

Class C fires, fueled by electricity, is overcome by removal of the flow of electriccurrent. In this case, the removal of fuel, electricity, is the action taken to break

down the fire pyramid and put the fire out.

Class D fires, combustible heavy metals differ somewhat in their reactions underfire. In some cases, the mere presence of water will cause a violent reaction,

releasing heat and brilliant light. In other cases, the mere presence of air will causethe reaction. Each metals characteristics should be evaluated on its own merits.

Fire extinguisher classification symbols:

Classes of fire should be identified primarily to determine the type of fire

extinguisher that would be used.

Fire extinguisher classification symbols are displayed by shape, color and letter for

flexibility of the user for better recognition, identification and utilization.

Class A fire extinguishers will put out fires in ordinary combustibles such as wood

and paper. The numerical rating for this class of fire extinguishers refer to the

amount of water the fire extinguisher holds and the amount of fire it will extinguish.

Class B fire extinguishers should be used on fires involving flammable liquids such

as grease, gasoline, oil, etc. The numerical rating for this class of fire extinguisher

states the approximate number of square feet of a flammable liquid fire that a non-expert person can expect to extinguish.

Class C fire extinguishers are suitable for use on electrically energized fires. Thisclass of fire extinguishers does not have a numerical rating. The presence of the

letter C indicates that the extinguishing agent is non-conductive.

Class D fire extinguishers are designed for use on flammable metals and are often

specific for the type of metal in question. There is no picture designator for Class D

fire extinguishers. These extinguishers generally have no rating nor are they given a

multi-purpose rating for use on other types of fires.


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How to use fire extinguishers?

P ull the pin

This unlocks the operating lever and allows you to discharge the extinguisher.

A im the base of the flame

Point the extinguisher nozzle of hose at the base of the flame

S queeze the lever

This discharge the extinguishing agent. Releasing the lever will stop the discharge

S weep from side to side

Moving carefully toward the fire keep the extinguisher aimed at the base of the

flame and sweep back and forth until the flames appear to be out.

Personal Protective Equipment:

Helmet Goggles

SCBA (Self-Contained Breathing Apparatus)

Coat and pants Boots

Hood

Gloves

Radio Flashlight

PASS Device (Personal Alert Safety System)

Pocket tools

Four Main Types of Automatic Fire Detectors:

Smoke detectors all fire emits smoke and gases, often long before open flames

are visible. The smoke detector can therefore be activated before the actual outbreak of a

fire.

Flame detectors the flame detector is activated when it is hit by the varying

infrared or ultraviolet rays from the flames.

Heat detectors (thermal contact) is, as the name implies, affected by heat. The

alarm is usually activated when the room temperature rises to about 70 oC.

Differential detectors is activated by an abnormally rapid rise in room

temperature, e.g. 3oC in 20 seconds.


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Key Control

Proper key control procedures are important for guest security and privacy. Key

control also protects the property by reducing the possibility of guest and property theft.

Housekeeping is primarily concerned with four categories of keys:

Emergency key Master key

Storeroom key

Guestroom key

Emergency keys open all doors in the property even those that guests have

double locked. These keys should be kept in a secure place. Some properties also keep an

emergency key off the premises. Distribution and use should occur only in emergency

situations such as a fire or when a guest or employee is locked in a room and needsimmediate assistance. Most housekeeping personnel do not use emergency keys on a day-

to-day basis.

Master key also open more than one guestroom. Master keys are separated into

three levels of access. The highest level is thegrand master. This key opens every hotelroom and, many times, all housekeeping storage rooms. If the guest has turned the dead

bolt, master keys will not open the door. Master keys can be used in emergency situations

when it is vital for an employee to enter some or all areas of a hotel. Master keys are kept

at the front desk for such emergency purposes.

The next level of master key is the section master. This type of master key opens

rooms in one area of a hotel. An inspector may be issued more that one key of this typebecause he/she may be required to inspect the work of more than one room attendant.

The lowest level of master key is thefloor key. Generally, a room attendant isgiven this key to open the rooms he/she is assigned to clean. If the employee has rooms to

clean on more than one floor or area, he/she may need more than one floor key. Floor

keys typically open the storeroom for that floor unless the room is specially keyed or is

accessed by another master key.

Guestroom key are those keys distributed to guests. This type of key opens a

single guestroom and, in some cases, other locked areas such as the pool. Guestroomkeys are stored at the front desk when not in use.

Key Control Procedures:

A log can be used to monitor the distribution of master keys. This log should

include the date, time and the name of the person who signed for a particular key. Every

time an employee receives or returns a master key, he/she should be required to initial or


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sign the log. The person issuing the key should also initial or sign the log for each master

key transaction. In large properties, the linen room attendant distributes and secures the

keys for the room attendants. At smaller properties, the executive housekeeper or thefront desk may assume this function.

Employees issued keys should keep the keys on their person at all times. Keybelts, wrist bands, or neck chains are recommended devices for keeping track of master

keys. Master keys should never be left on top of a housekeeping cart, in a guestroom or in

an unsecured area. An employee should never loan the key to a guest or to anotheremployee.

The room attendant who signed for the master key is the employee who is

responsible for it and should never leave the property.

Finally, a room attendant should never use a master key to open a room for a

guest. If a guest asks an employee to unlock a room, the employee should politely explain

the hotels policy and direct the guest to the front desk.

Room attendants are also responsible for retrieving guestroom keys if the guestleaves the key in the room. Many hotels provide key lock boxes on the room attendants

cart to store guestroom keys. If no lock box is available, room keys should be kept in a

secured area not on top of the cart until returned to the front desk. If a room attendantfinds a room key in the hallway or public area, the front desk should be notified

immediately. The key should be returned to the front desk or placed in the lock box.

Lost and Found:

Many times, the housekeeping department handles the lost and found function.

Lost and found items should be stored in an area that is secure and has limited access.One employee per shift should be assigned to handle the lost and found as part of his/her

job.

In large hotels, the linen room clerk may handle the lost and found procedures. In

smaller properties, the task may be delegated to the executive housekeeper or front desk

personnel. When an employee finds an item left behind by a guest, he/ she should

immediately turn it over to the lost and found. In no instance should lost and found itemsbe left in an unsecured spot such as on top of a room attendants cart.

Items should be tagged, logged, and secured after they have been turned over tothe lost and found. Tags may be numbered or used to identify the item. A log should be

used to record the date, time, where the item was found, and by whom. The log should

also have space to record if and when the item was recovered by it owner.

All lost ad found property should be kept for at least 90 days. If items are not

claimed after 90 days, it is up to the management to decide how to dispose of the items


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properly. Many hotels donate unclaimed lost and found items to local charities. It is

important to ensure that the lost and found policy of the hotel complies with local laws.

Guestroom Cleaning:

Security in guestroom areas is important to maintain for the safety of the guests

and employees. Room attendants should respect guest property and should not open guest

luggage or packages, snoop in dresser drawers or closets. Some hotels even have a policythat forbids room attendants to move guest property. In these instances, room attendants

are instructed to clean around guest objects.

Since guests sometimes hide valuables and belongings in pillowcases or betweenmattresses, room attendants must be extra careful when removing linens. Other favorite

hiding places for guest valuables include the top of closets and under lamps. If room

attendants notice any of the following while cleaning, they should immediately contact

their supervisor, security, or the front desk:

Guns or weapons of any kind Controlled substances or drugs

Unauthorized cooking or unsafe electrical appliances Foul odors Unauthorized pets

Ill guests Large amounts of cash or valuable jewelry

When cleaning, the room attendant should always keep the door open and the cart

rolled in front of the entrance to block access from the outside. If a guest wants to enter

the room while the attendant is cleaning, the attendant should politely ask the guesthis/her name and ask to see a room key. This ensures that the room being cleaned is that

the guests room. If the guest does not have a key, the attendant should tell him/her to

contact the front desk. A guest should never be allowed to enter a room just to lookaround. Again, the attendant should explain that this if the hotels policy and is enforced

for the guests safety and security.

A room should never be left unattended with the door open. If an employee mustleave the room while cleaning, he/she should lock the door on the way out. This

procedure should be followed even if the employee is out of the room for only a few

minutes.

After cleaning the room, all windows and sliding glass doors should be locked.

The guestroom door should also be checked to see that it is locked.

Unfortunately, guests often point the finger at the room attendant if an item comes

up missing from the guestroom.


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This is just one more reason for room attendants to be considerate of guest

property and to protect the guests room for many possible thefts. For most part, an

employee who is alert and careful can contribute to the overall guests safe and trouble-free stay.

Front Office Security Functions

Providing security in a hotel means protecting people guests, employees, and

others and assets.

A security program is most effective when all employees participate in the

hotels security efforts. Front office personnel play a particularly important role.Front desk agents, door attendants, bell persons, and park attendants have the

opportunity to observe all the people who arrive at or depart from the premises.

Suspicious activities or circumstances involving a guest or a visitor can be

reported to the hotels security department or a designated staff member.

Securing Guests Against Possible Threats and Losses

Inside the hotel, guests identity, room number, or whereabouts should not berevealed to anyone unless advised to do so by the guest himself as when he is

expecting a visitor.

All calls of house guest should be screened.

Advise all guests or visitors (especially foreigners) not to entertain people ortransact business with unknown and suspicious persons.

If you noticed a suspicious joiner leaving the room of a guest, make it a policy

to check with the guest for possible theft before allowing the joiner to leavethe hotel.

Visitors of guests are required to register and to be discretely interrupted by

the security guard for proper identification and to find out whom they are

going to visit and the purpose of their visit.

Visitors entering guests rooms are monitored and their identification and

time/ duration of visit is logged down by roving security.

Joiners of guests are not allowed in the room unescorted especially from 10

PM to 6 AM. Make this part of the house rules.

Joiners who are suspects for robbery are held for investigation until cleared of

their liability.

Screening of Guests Calls

Greet callers and offer assistance.

When a caller asks for guests names, dont give room number. Ask for

callers name and tell him that you will check if guest is registered or around.

Call the guest in his/her room and ask if the guest is familiar to him or if

he/she is expecting a call from the caller.


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If guest does not know the caller and the latter appears to be a suspicious

person, dont transfer the call to the guest. Go back to the caller and make an

alibi.

There are two types of keys:

Mechanical key

Electronic key

Electronic locking system replaces traditional mechanical locks with

sophisticated computer-based guestroom access devices. A centralized electronic locking

system operates though a master control console at the front desk which is wired to every

guestroom door.

At registration, a front desk agent inserts a key or card into the appropriate room

slot on the console to transmit its code to the guestroom door lock. Centralized electronic

locking systems present an additional opportunity for improved security, it helps reduceemployee theft. Many of these systems keep track of which keys or cards opened which

doors by date and by time.

Report creation and other system functions should be controlled by operator

identification and password security codes. If the hotel staff knows about the systemscapability, employees tempted to steal may think twice since they realize the entry record

may incriminate them.

Surveillance and Access Control

Although open to the public, a hotel is a private property. An innkeeper has the

responsibility to monitor and, when appropriate, to control the activities of people on thepremises. All employees should be trained to watch for suspicious people and situations.

Most lobbies are set up so the front desk agent can see the propertys entrances,elevators, escalators, and stairways. Mirrors may be placed in strategic locations to aid

visibility

In many hotels, someone is stationed at the front desk at all times. In a smallproperty, a front desk agent may be the only staff member on the premises during late

night hours. Under such circumstances, some properties limit access to the lobby and

reception area, and give the front desk agent the authority to dent admittance.

Successful surveillance techniques typically rely on hotel personnel. Proper

equipment, however, can enhance many surveillance functions. Closed circuit televisioncan be an effective surveillance tool in multiple-entry properties.


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Lost and Found

The operation of a lost and found may be assigned to any of several departments.Nevertheless, most guests will contact the front desk when they attempt to locate missing

belongings. Clear procedures should be developed for inquiries concerning lost and found

items.

All telephone calls about lost and found items should be directed to the

department responsible for the lost and found function. Employees responsible for theitems should ask the caller to provide a description of the item and to estimate where and

when it was lost. The employee should record this information, as well as the guests

name and address.

When a hotel employee discovers a mislaid article, he or she should immediately

bring it to the attention of lost and found personnel. Some properties require employees

to complete a form that describes the item, and states where it was found, on what date,

and by whom.

Lost and found personnel store the item until it is claimed by the owner or for thelength of time designated by law.

Emergency Procedures

Hotel management should develop property-specific procedures for responding to

emergencies such as fires, floods, earthquakes, and other emergency situations and

procedures for medical emergencies and crimes including robbery within the propertyshould also be considered.

The front desk usually serves as the command center in the case of an emergency,summoning on-premise security staff, guests, the local police or all three, as determined

by management.

Lodging properties need to be prepared for the possibility of a serious illness, an

injury, or even the death of a guest or employee. Front office personnel usually will

perform an important communications function in the event of medical emergencies.

Many hotels maintain lists of nearby physicians, dentists, hospitals, ambulance

services, and other medical professionals and facilities. These lists are generally kept at

the front desk or in the switchboard area.

Robbery

Front office and revenue center cashiers should comply with a robbers demands

and make no sudden movements or attempts to thwart the crime.


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Unexpected actions or a lack of cooperation by hotel personnel might prompt the

robber to use a weapon. Cashiers should not do anything to jeopardize their lives or the

lives of others. They should remain quiet unless directed to talk, keep hands in sight, andshould not attempt to disarm the robber or use a weapon.

If it can be done without any danger, the cashier and other employees whoencounter a criminal should observe the person carefully, noting physical characteristics

such as weight, height, build, dress, color and style of hair, color of eyes, facial hair,

complexion, scars, tattoos, clothing, and anything unusual. Employees should note therobbers voice, mannerisms, and the type of weapon he or she is carrying.

Employees should also observe the robbers direction of escape and the type and

license number of any vehicle used. Following the incident, the property shouldimmediately notify the police.

Fire

The front office is often responsible for monitoring fire alarms and alert systems.

Written plans for possible fire emergencies must include:

Emergency escape procedures and route assignments.

Procedures for employees who remain to operate critical hotel operations

before they evacuate.

Procedures to account for all employees after evacuation.

Rescue and first aid duties for those employees who perform them.

The preferred means of reporting fire and other emergencies.

Names or regular job titles of persons who can be contacted for further

information or explanation of duties under the plan.

safety and security in hotels

Documents