chapter 14 safety and security issues. © 2012 stephen c. barth p.c. and john wiley & sons, inc....

Chapter 14Chapter 14

Safety and Safety and Security Security IssuesIssues

© 2012 Stephen C. Barth P.C. and John Wiley & Sons, Inc.All Rights Reserved

Security and Safety IssuesSecurity and Safety Issues

The Importance Of A Protected The Importance Of A Protected Environment Environment

Safety And Security Programs: Four-Safety And Security Programs: Four-Step Safety And Security Step Safety And Security Management Method Management Method

Crimes Against Hospitality Crimes Against Hospitality Businesses Businesses

Crisis Management Programs Crisis Management Programs


In This Chapter, You Will Learn:In This Chapter, You Will Learn:

1.1. To recognize the responsibility hospitality To recognize the responsibility hospitality managers have to protect the safety and managers have to protect the safety and security of guests and employees in hospitality security of guests and employees in hospitality operations. operations.

2.2. To carry out the procedures needed to limit the To carry out the procedures needed to limit the potential liability of safety risks and security potential liability of safety risks and security risks. risks.

3.3. To minimize the risk of crimes against your own To minimize the risk of crimes against your own business operation. business operation.

4.4. To recognize the need for and benefit of To recognize the need for and benefit of implementing an effective crisis management implementing an effective crisis management plan. plan.


The Importance of a Protected The Importance of a Protected EnvironmentEnvironment

Legalese:Legalese:

Safety ProgramSafety Program – Those procedures – Those procedures and and activities designed to insure theactivities designed to insure the

physical protection and good physical protection and good health health of guests and employees.of guests and employees.



Legalese:Legalese:

Security Program Security Program – Those procedures – Those procedures and activities designed to protect the and activities designed to protect the property or assets of guests, property or assets of guests, employees, and the business.employees, and the business.


Analyze the Situation Analyze the Situation 1414.1.1

Mr. and Mrs. Angelo were frequent diners at the Mr. and Mrs. Angelo were frequent diners at the Buffet World restaurant, a moderately priced Buffet World restaurant, a moderately priced operation that featured an all-you-can-eat lunch and operation that featured an all-you-can-eat lunch and dinner buffet. Jessie Carroll was the manager of the dinner buffet. Jessie Carroll was the manager of the restaurant. restaurant.

On a busy Sunday, Mr. and Mrs. Angelo On a busy Sunday, Mr. and Mrs. Angelo entered the restaurant, paid for their meal, and were entered the restaurant, paid for their meal, and were directed to their table by the dining room greeter. As directed to their table by the dining room greeter. As Mrs. Angelo sat down, the wooden dining room chair Mrs. Angelo sat down, the wooden dining room chair snapped under her weight. Her neck was injured as snapped under her weight. Her neck was injured as she fell on the restaurant's tile floor. she fell on the restaurant's tile floor.



The Angelos sued Buffet World, The Angelos sued Buffet World, charging negligence in the operation of charging negligence in the operation of the restaurant. Their attorney argued the restaurant. Their attorney argued that the normal wear and tear of chairs that the normal wear and tear of chairs was a foreseeable event, and thus an was a foreseeable event, and thus an inspection program should have been inspection program should have been in place. No such program could be in place. No such program could be shown by the restaurant to have shown by the restaurant to have existed. existed.



The attorney for the restaurant countered The attorney for the restaurant countered that Mrs. Angelo was that Mrs. Angelo was ““largerlarger”” than the average than the average guest, and therefore Buffet World could not guest, and therefore Buffet World could not have foreseen that she would be seated in a have foreseen that she would be seated in a chair that was not capable of holding her chair that was not capable of holding her weight. The restaurant's attorney also noted weight. The restaurant's attorney also noted that Buffet World had never experienced a that Buffet World had never experienced a problem like this before.problem like this before.



1.1. Is Mrs. Angelo's actual weight a relevant issue Is Mrs. Angelo's actual weight a relevant issue in her case against the restaurant? in her case against the restaurant?

2.2. What evidence could the restaurant have What evidence could the restaurant have provided to its attorney to demonstrate provided to its attorney to demonstrate reasonable care in the inspection of its dining reasonable care in the inspection of its dining room furniture? room furniture?

3.3. If it were independently owned, who would be If it were independently owned, who would be responsible for designing and implementing an responsible for designing and implementing an effective furniture inspection program for Buffet effective furniture inspection program for Buffet World? World?



Legalese:Legalese:

Crisis Crisis – An occurrence that holds the – An occurrence that holds the potential to jeopardize the health of potential to jeopardize the health of individuals and or the business.individuals and or the business.


Crisis ManagementCrisis Management Power outagesPower outages VandalismVandalism Arson / fireArson / fire Bomb threatsBomb threats RobberyRobbery LootingLooting HurricanesHurricanes TornadosTornados EarthquakeEarthquake FloodsFloods SnowSnow and Ice and Ice

Accident / injuryAccident / injury Drug overdoseDrug overdose Medical emergencyMedical emergency Rescue breathing / Rescue breathing /

cardiopulmonary cardiopulmonary resuscitation (CPR)resuscitation (CPR)

Death / suicideDeath / suicide Intense media scrutinyIntense media scrutiny Adversarial governmental Adversarial governmental

agency investigationagency investigation Civil disturbanceCivil disturbance



Wayne Dobinion was the District Manager Wayne Dobinion was the District Manager for a franchised quick-service Mexican-style for a franchised quick-service Mexican-style restaurant in a large city. On a Friday night at restaurant in a large city. On a Friday night at 11:30 P.M., just after the restaurant locked its 11:30 P.M., just after the restaurant locked its front doors to the general public, three masked front doors to the general public, three masked men entered the store through the unlocked men entered the store through the unlocked back kitchen door. They demanded that the back kitchen door. They demanded that the Assistant Manager on duty at the time turn over Assistant Manager on duty at the time turn over all the restaurant's cash. all the restaurant's cash.



Nervously, the Nervously, the 19-year-old19-year-old Assistant Manager Assistant Manager explained that all the cash had been deposited explained that all the cash had been deposited in a safe in the Manager's office and that he had in a safe in the Manager's office and that he had no ability to open it.no ability to open it.

Angry at their inability to rob the store, the Angry at their inability to rob the store, the gunmen shot two of the restaurant workers, gunmen shot two of the restaurant workers, including the assistant manager, as they fled the including the assistant manager, as they fled the restaurant. The Assistant Manager died from his restaurant. The Assistant Manager died from his wounds. The robbery and shootings made that wounds. The robbery and shootings made that night's local television news. night's local television news.



A lawsuit filed by the Assistant A lawsuit filed by the Assistant Manager's parents charged that the Manager's parents charged that the restaurant lacked proper alarms and locks on restaurant lacked proper alarms and locks on the back door. In addition, they charged that the back door. In addition, they charged that the restaurant owners and the franchise the restaurant owners and the franchise company failed to provide any training to its company failed to provide any training to its staff regarding the proper response to an staff regarding the proper response to an armed robbery. The lawsuit was reported in a armed robbery. The lawsuit was reported in a front-page article in the local paper.front-page article in the local paper.



An Investigative Reporter from another An Investigative Reporter from another television station in the city called the television station in the city called the restaurant's Manager requesting an on-air- restaurant's Manager requesting an on-air- interview regarding the training employees interview regarding the training employees receive related to robberies. The Manager receive related to robberies. The Manager referred the call to Mr. Dobinion. referred the call to Mr. Dobinion.



1.1. What issues will the courts and a jury likely What issues will the courts and a jury likely consider as they evaluate the legitimacy of the consider as they evaluate the legitimacy of the parent's lawsuit? parent's lawsuit?

2.2. What legal position might the franchisor take if What legal position might the franchisor take if it had provided training materials to the local it had provided training materials to the local franchisee, but never utilized those materials? franchisee, but never utilized those materials?

3.3. What is the likely outcome if Mr. What is the likely outcome if Mr. Dobinion refuses to meet with the Dobinion refuses to meet with the investigative reporter? What if Mr. investigative reporter? What if Mr. Dobinion has not been trained to do so? Dobinion has not been trained to do so?


Advantages of PreplanningAdvantages of Preplanning

1.1. Improved employee morale.Improved employee morale.2.2. Improved management image.Improved management image.3.3. Improved employee recruiting Improved employee recruiting

effectiveness.effectiveness.4.4. Reduced insurance rates.Reduced insurance rates.5.5. Reduced employee costs.Reduced employee costs.6.6. Improved operating ratios.Improved operating ratios.


Advantages of PreplanningAdvantages of Preplanning

7.7. Reduced penalty costs for Reduced penalty costs for violations.violations.

8.8. Support in the event of an accident.Support in the event of an accident.

9.9. Increased guest satisfaction.Increased guest satisfaction.

10.10. Marketing advantages.Marketing advantages.

11.11. Reduced likelihood of negative Reduced likelihood of negative press.press.


Four-Step Safety and Security Four-Step Safety and Security Management MethodManagement Method

1.1. Recognition of threat.Recognition of threat.

2.2. Program development (response to Program development (response to threat).threat).

3.3. Program implementation.Program implementation.

4.4. Monitoring of program results.Monitoring of program results.


Program DevelopmentProgram Development

1.1. Training for threat prevention.Training for threat prevention.

2.2. Increased surveillance and/or Increased surveillance and/or patrol.patrol.

3.3. Systematic inspections.Systematic inspections.

4.4. Modification of facilities.Modification of facilities.

5.5. Establishing standard procedures.Establishing standard procedures.


Significant Elements of a Hotel Significant Elements of a Hotel Security ProgramSecurity Program

Key controlsKey controls Effective guestroom lock systemEffective guestroom lock system Proper and adequate training of Proper and adequate training of

security staffsecurity staff Guestroom doors with one-way viewers Guestroom doors with one-way viewers

and chain / latch barsand chain / latch bars Adequate lighting and ongoing Adequate lighting and ongoing

maintenancemaintenance Perimeter controlsPerimeter controls


Significant Elements of a Hotel Significant Elements of a Hotel Security ProgramSecurity Program

Employee background checksEmployee background checks Employee educationEmployee education Guest safety educationGuest safety education Written security policies and Written security policies and

proceduresprocedures Established responses to incidents Established responses to incidents

and corrective actionand corrective action Liaison with local authoritiesLiaison with local authorities



The Commodore Hotel was owned by The Commodore Hotel was owned by the First Community Insurance Company, and the First Community Insurance Company, and managed by Fieldstone Hospitality managed by Fieldstone Hospitality Management. After two separate guest Management. After two separate guest assaults occurred inside the hotel rooms, assaults occurred inside the hotel rooms, Fieldstone Management approached First Fieldstone Management approached First Community Insurance with the idea of either Community Insurance with the idea of either installing a closed circuit video camera (CCVC) installing a closed circuit video camera (CCVC) system in all hallways, or increasing the system in all hallways, or increasing the lighting levels of the hotel's corridors. lighting levels of the hotel's corridors.



First Community Insurance authorized First Community Insurance authorized Fieldstone Management to purchase a video Fieldstone Management to purchase a video surveillance system consisting of six cameras surveillance system consisting of six cameras and a central location to view them. The events and a central location to view them. The events shown by the cameras were not committed to shown by the cameras were not committed to tape.tape.

Late on the evening of February 6, Mrs. Cynthia Late on the evening of February 6, Mrs. Cynthia Larson checked into the Commodore and was Larson checked into the Commodore and was assigned a room at the end of one of the hotel's assigned a room at the end of one of the hotel's corridors. As she attempted to insert her electronic key corridors. As she attempted to insert her electronic key card into the door lock, she was assaulted.card into the door lock, she was assaulted.



Mrs. Larson sued both Fieldstone Mrs. Larson sued both Fieldstone Management and First Community Insurance, Management and First Community Insurance, claiming that both companies' failure to claiming that both companies' failure to monitor their cameras was a direct cause of monitor their cameras was a direct cause of her assault. In addition, she claimed that the her assault. In addition, she claimed that the cameras' use was deceptive, in that it gave her cameras' use was deceptive, in that it gave her a false sense of security. As she stated, a false sense of security. As she stated, ““The The cameras showed me the hotel cared about my cameras showed me the hotel cared about my security, and I wanted to stay in a safe security, and I wanted to stay in a safe location.location.””



According to timesheets provided under According to timesheets provided under subpoena by the hotel, an employee was subpoena by the hotel, an employee was assigned to view the cameras in the central assigned to view the cameras in the central location for an average of two hours per night location for an average of two hours per night between the hours of 8:00 P.M. and 6:00 between the hours of 8:00 P.M. and 6:00 A.M. The assault occurred at a time when no A.M. The assault occurred at a time when no employee was monitoring the cameras.employee was monitoring the cameras.



The attorney for First Community The attorney for First Community Insurance stated that the company was Insurance stated that the company was merely the owner of the hotel, and not merely the owner of the hotel, and not responsible for day-to-day management, responsible for day-to-day management, thus it should not be held responsible for thus it should not be held responsible for Mrs. Larson's injuries. Fieldstone Mrs. Larson's injuries. Fieldstone Management maintained that it too Management maintained that it too should not be held responsible just should not be held responsible just because the cameras installed were not because the cameras installed were not monitored at all times. monitored at all times.



The presence of the cameras themselves The presence of the cameras themselves and electronic locks on their guestroom and electronic locks on their guestroom doors demonstrated that the company doors demonstrated that the company used reasonable care in the protection of used reasonable care in the protection of its guests.its guests.



1.1. Will First Community Insurance be held Will First Community Insurance be held partially responsible for the actions of partially responsible for the actions of Fieldstone Management? Fieldstone Management?

2.2. Did Fieldstone Management use reasonable Did Fieldstone Management use reasonable care in the installation and operation of the care in the installation and operation of the camera system? Would it matter if the cameras camera system? Would it matter if the cameras were recording to tape? were recording to tape?

3.3. What could the hotel owners do in the future to What could the hotel owners do in the future to help avoid a similar situation with a guest? help avoid a similar situation with a guest?


Safety and Security ProgramsSafety and Security Programs

Legalese:Legalese:

Interdiction Programs Interdiction Programs – An – An arrangement whereby citizens arrangement whereby citizens contact police to report suspected contact police to report suspected criminal activity before a crime is criminal activity before a crime is committed.committed.


Program ImplementationProgram Implementation

Safety and Security DepartmentsSafety and Security Departments Safety and Security GuardsSafety and Security Guards Safety CommitteesSafety Committees Law Enforcement RelationshipsLaw Enforcement Relationships

1.1. Regularly scheduled meetings.Regularly scheduled meetings.2.2. Neighborhood business watch programs.Neighborhood business watch programs.3.3. Property safety and security reviews.Property safety and security reviews.4.4. Interdiction programs.Interdiction programs.5.5. Training programs.Training programs.


Establishing an Effective Establishing an Effective Guestroom Lock PolicyGuestroom Lock Policy

1.1. Install an electronic locking system.Install an electronic locking system.

2.2. Train ALL new employees on the Train ALL new employees on the procedures used to insure key security.procedures used to insure key security.

3.3. Never announce guestroom numbers out Never announce guestroom numbers out loud.loud.

4.4. Do not allow the room number to be Do not allow the room number to be marked directly on the key.marked directly on the key.

5.5. Do not identify the hotel with the key.Do not identify the hotel with the key.


Establishing an Effective Establishing an Effective Guestroom Lock PolicyGuestroom Lock Policy

6.6. Do not reissue keys to guests without a Do not reissue keys to guests without a positive ID check.positive ID check.

7.7. Do not issue duplicate keys to anyone except Do not issue duplicate keys to anyone except the registered user.the registered user.

8.8. Minimize the number of master keys.Minimize the number of master keys.9.9. Keep a log of all existing masters and Keep a log of all existing masters and

submasters.submasters.10.10. Train all managers on duty (MODs) on the Train all managers on duty (MODs) on the

procedures to conduct a lock audit. Record procedures to conduct a lock audit. Record the results of any audits performed.the results of any audits performed.


Monitoring Program ResultsMonitoring Program Results

Number of inspections performedNumber of inspections performed Inspection or quality scoresInspection or quality scores Number of incidents reportedNumber of incidents reported Dollar amount of losses sustainedDollar amount of losses sustained Number if insurance claims filedNumber if insurance claims filed Number of lawsuits filedNumber of lawsuits filed Number of serious or minor accidentsNumber of serious or minor accidents Number of lost workdays by employeesNumber of lost workdays by employees Insurance premium increasesInsurance premium increases Number of drills or training exercises correctly Number of drills or training exercises correctly

performedperformed



Peggi Shulkey managed a Peggi Shulkey managed a commissary for a large cafeteria commissary for a large cafeteria company. Her facility prepared food company. Her facility prepared food products for 75 company restaurants. products for 75 company restaurants. While her operation did not have a While her operation did not have a tremendous number of work-related tremendous number of work-related accidents, Peggi believed the number accidents, Peggi believed the number of accidents could be reduced. of accidents could be reduced.



She formed a safety committee made She formed a safety committee made up of employees and management, and up of employees and management, and charged them with the task of developing charged them with the task of developing a model program to reduce employee a model program to reduce employee injuries. The committee proposed the six-injuries. The committee proposed the six-step plan presented below. Their rationale step plan presented below. Their rationale for each step is shown in italics.for each step is shown in italics.



1.1. Proper selection of employees.Proper selection of employees.

Since an employee with a drug problem is Since an employee with a drug problem is dangerous, applicants should be required to dangerous, applicants should be required to take a drug test before being hired. The take a drug test before being hired. The applicant must also execute a continuous applicant must also execute a continuous authorization for drug testing, which permits authorization for drug testing, which permits the employer to administer a drug test in the the employer to administer a drug test in the event of an accident.event of an accident.



2.2. Designation of a Safety/Injury Designation of a Safety/Injury Coordinator.Coordinator.The Safety/Injury Coordinator will review The Safety/Injury Coordinator will review past accident records and implement past accident records and implement programs to reduce situations that may programs to reduce situations that may result in accidents. The Safety Coordinator result in accidents. The Safety Coordinator will maintain a logbook of incidents so each will maintain a logbook of incidents so each Department Supervisor can review the log Department Supervisor can review the log for incident trends. for incident trends.



3.3. Implementation of mandatory safety Implementation of mandatory safety training.training.Each employee will be trained in safety Each employee will be trained in safety related to his or her job. related to his or her job.

4.4. Increased awareness of safety.Increased awareness of safety.By implementing programs, games, and By implementing programs, games, and posters, employees will be reminded to posters, employees will be reminded to think intelligently and safely.think intelligently and safely.



5.5. Implementation of incentive programs Implementation of incentive programs for safety.for safety.To further encourage safety, rewards To further encourage safety, rewards and incentives will be given to and incentives will be given to employees who practice safe behavior.employees who practice safe behavior.

6.6. Measurement of results.Measurement of results.To be determined by the General To be determined by the General Manager.Manager.



1.1. What specific measurements might What specific measurements might Peggi use to gauge the effectiveness Peggi use to gauge the effectiveness of the group's plan? of the group's plan?

2.2. How effective is training likely to be in How effective is training likely to be in reducing this particular threat to safety? reducing this particular threat to safety?

3.3. Analyze the committee's plan for Analyze the committee's plan for thoroughness. Are there potential liabilities thoroughness. Are there potential liabilities that still need to be addressed? that still need to be addressed?



Karin Pelley was employed as a District Karin Pelley was employed as a District Manager by Ron's Roast Beef, a regional Manager by Ron's Roast Beef, a regional chain of 150 quick-service restaurants chain of 150 quick-service restaurants serving sandwiches, soups, and soft drinks. serving sandwiches, soups, and soft drinks. Most of the stores were located in shopping Most of the stores were located in shopping mall food courts or strip malls. Ms. Pelley mall food courts or strip malls. Ms. Pelley worked out of her home office, traveling to worked out of her home office, traveling to visit her 12 assigned stores on a regular visit her 12 assigned stores on a regular basis.basis.



Ms. Pelley communicated with the Ms. Pelley communicated with the corporate office via telephone, fax machine, and corporate office via telephone, fax machine, and modem, all of which were installed in her home modem, all of which were installed in her home by Advance Technology, a telecommunications by Advance Technology, a telecommunications company selected by Ron's Roast Beef to company selected by Ron's Roast Beef to supply telecommunications equipment and supply telecommunications equipment and services to its employees. As part of its contract services to its employees. As part of its contract with Ron's Roast Beef, Advance Technology with Ron's Roast Beef, Advance Technology serviced the machines used by Ms. Pelley in her serviced the machines used by Ms. Pelley in her daily work.daily work.



When Ms. Pelley's modem stopped When Ms. Pelley's modem stopped working one day, she contacted her home working one day, she contacted her home office, which then called Advance Technology office, which then called Advance Technology to request that a Service Technician be to request that a Service Technician be dispatched to Ms. Pelley's home. The dispatched to Ms. Pelley's home. The technician arrived, but in the course of his visit technician arrived, but in the course of his visit assaulted Ms. Pelley. The technician was later assaulted Ms. Pelley. The technician was later apprehended by the police and convicted of apprehended by the police and convicted of felony assault, his third such conviction in felony assault, his third such conviction in three years.three years.



Ms. Pelley sued Advance Ms. Pelley sued Advance Technology claiming negligent hiring. In Technology claiming negligent hiring. In addition, her attorney submitted a addition, her attorney submitted a demand letter to Ron's Roast Beef, demand letter to Ron's Roast Beef, requesting a $400,000 settlement from requesting a $400,000 settlement from the company for negligence in the company for negligence in contracting its telecommunications contracting its telecommunications services from Advance Technology. The services from Advance Technology. The attorney for Ron's Roast Beef refused to attorney for Ron's Roast Beef refused to pay theclaim stating that:pay theclaim stating that:



Ron's had no control over the hiring Ron's had no control over the hiring practices of Advance Technology. practices of Advance Technology.

Ms. Pelley was prohibited by law Ms. Pelley was prohibited by law from pursuing any injury claim from pursuing any injury claim against her employer other than against her employer other than workers' compensation, because workers' compensation, because the assault occurred in Ms. Pelley's the assault occurred in Ms. Pelley's ““office.office.””



1.1. What responsibility did Ron's Roast Beef have What responsibility did Ron's Roast Beef have for providing a safe home working environment for providing a safe home working environment for Ms. Pelley? for Ms. Pelley?

2.2. Will Ron's Roast Beef be held liable for the Will Ron's Roast Beef be held liable for the damages suffered by Ms. Pelley? Will Advance damages suffered by Ms. Pelley? Will Advance Technology be held liable? Technology be held liable?

3.3. What should Ron's do in the future to What should Ron's do in the future to avoid potential liability in situations such avoid potential liability in situations such as this? as this?


Crimes Against Hospitality BusinessCrimes Against Hospitality Business

Consumer Theft of ServicesConsumer Theft of Services Fraudulent PaymentFraudulent Payment

Credit cardsCredit cards CashCash Personal checksPersonal checks

Internal Theft of AssetsInternal Theft of Assets EmbezzlementEmbezzlement Theft of company propertyTheft of company property


Crimes Against Hospitality Crimes Against Hospitality BusinessBusiness

Legalese:Legalese:

Bond-(ing) Bond-(ing) – An insurance – An insurance agreement in which the insurer agreement in which the insurer guarantees payment to an guarantees payment to an employer in the event of financial employer in the event of financial loss caused by the actions of a loss caused by the actions of a specific employee.specific employee.


Crisis Management ProgramsCrisis Management Programs

Legalese:Legalese:

Emergency Plan Emergency Plan – A procedure or – A procedure or series of procedures implemented series of procedures implemented in response to a crisis.in response to a crisis.



Legalese:Legalese:

Post-Traumatic Stress Disorder Post-Traumatic Stress Disorder – A – A severe severe reaction to an event that reaction to an event that threatened an threatened an individualindividual’’s s physical or emotional physical or emotional health.health.



Legalese:Legalese:

Press Release Press Release – An official – An official statement, from statement, from an individual or an individual or organization, that is distributed to organization, that is distributed to the media and other parties judged the media and other parties judged to be interested in the information to be interested in the information it contains.it contains.



Legalese:Legalese:

Off The Record Off The Record – An oral agreement – An oral agreement between a reporter and an between a reporter and an

interviewee interviewee wherein the reporter wherein the reporter promises not to promises not to quote the quote the intervieweeinterviewee’’s comments for s comments for publication.publication.



Precrisis PlanningPrecrisis Planning Emergency Plan DevelopmentEmergency Plan Development Emergency Plan PracticeEmergency Plan Practice Crisis ResponseCrisis Response

Management ResponseManagement Response Staff ResponseStaff Response Guest ResponseGuest Response

Media RelationsMedia Relations Postcrisis AssessmentPostcrisis Assessment


Search the Web Search the Web 1414.1.1

Go online to Go online to www.cdc.gov/niosh/homicide.htmlwww.cdc.gov/niosh/homicide.html

You will arrive at a Web site developed and You will arrive at a Web site developed and operated by the National Institute for operated by the National Institute for Occupational Safety and Health (NIOSH). NIOSH Occupational Safety and Health (NIOSH). NIOSH is operated by the federal government's Centers is operated by the federal government's Centers for Disease Control (CDC). for Disease Control (CDC).

At the site, scroll downAt the site, scroll down, locate and read NIOSH , locate and read NIOSH Publication No. 93-109, then proceed to the Publication No. 93-109, then proceed to the following:following:


Search the Web Search the Web 14.14.11

1.1. Currently, only the operation of motor vehicles and Currently, only the operation of motor vehicles and machinery caused more workplace deaths than homicide. machinery caused more workplace deaths than homicide. List five explanations you believe can be used to help List five explanations you believe can be used to help understand the proliferation of workplace homicide understand the proliferation of workplace homicide incidents.incidents.

2.2. Identify the 10 occupations that most put workers at the Identify the 10 occupations that most put workers at the risk of serious workplace violence.risk of serious workplace violence.

3.3. List five actions suggested by NIOSH to reduce life-List five actions suggested by NIOSH to reduce life-threatening situations at work.threatening situations at work.

4.4. Address the question of how a serious incident of Address the question of how a serious incident of workplace violence would impact:workplace violence would impact:

(a) Other employees(a) Other employees(b) Guests(b) Guests(c) The business itself(c) The business itself



Irving Nash managed a 24-hour table Irving Nash managed a 24-hour table service restaurant that specialized in service restaurant that specialized in breakfast items. Lendal Ketchar, a customer, breakfast items. Lendal Ketchar, a customer, arrived at the restaurant at approximately arrived at the restaurant at approximately 2:00 A.M. one morning. Upon entering the 2:00 A.M. one morning. Upon entering the restaurant, Mr. Ketchar tripped over the curb restaurant, Mr. Ketchar tripped over the curb leading to the sidewalk and broke his hip. leading to the sidewalk and broke his hip. Because Mr. Ketchar was a very visible city Because Mr. Ketchar was a very visible city councilman, the incident was reported in the councilman, the incident was reported in the local paper.local paper.



Mr. Nash was interviewed extensively Mr. Nash was interviewed extensively about the cause of the accident. He about the cause of the accident. He specifically mentioned to reporters that the specifically mentioned to reporters that the curb had not been painted bright yellow as a curb had not been painted bright yellow as a warning to guests, nor were lighting levels warning to guests, nor were lighting levels very high at the entrance area where he fell. very high at the entrance area where he fell. Irving Nash read the interviews and shared Irving Nash read the interviews and shared them with his two assistant managers. them with his two assistant managers.



Both suggested that the restaurant Both suggested that the restaurant paint the curb area, install additional paint the curb area, install additional lighting, and inform the media that lighting, and inform the media that these actions were undertaken. Mr. these actions were undertaken. Mr. Nash's boss vetoed this idea, however, Nash's boss vetoed this idea, however, stating that any action such as painting stating that any action such as painting the curb and installing light could imply the curb and installing light could imply previous negligence on the part of the previous negligence on the part of the organization and thus could increase organization and thus could increase the organization's potential legal the organization's potential legal liability.liability.



1.1. Which factors would influence the potential liability of Which factors would influence the potential liability of Mr. Nash's restaurant for the accident? Mr. Nash's restaurant for the accident?

2.2. Is the future liability of the restaurant greater under the Is the future liability of the restaurant greater under the proposed action of Mr. Nash's assistant managers or proposed action of Mr. Nash's assistant managers or his boss? his boss?

3.3. What effective safety and security programs could be What effective safety and security programs could be undertaken to limit legal liability if Mr. Nash is required undertaken to limit legal liability if Mr. Nash is required to follow the advice of his boss? to follow the advice of his boss?

4.4. As a professional hospitality manager, is Mr. Nash As a professional hospitality manager, is Mr. Nash ethically obligated to take action to prevent a further ethically obligated to take action to prevent a further occurrence of this type? occurrence of this type?


What Would You Do?What Would You Do?

You are the manager of a 150-You are the manager of a 150-room limited service, all-suite hotel room limited service, all-suite hotel located off the interstate highway near located off the interstate highway near a large metropolitan area. Kate Roessler a large metropolitan area. Kate Roessler is your executive housekeeper. Ms. is your executive housekeeper. Ms. Roessler contacts you to ask you to go Roessler contacts you to ask you to go with her to inspect room 415, which is with her to inspect room 415, which is occupied by a guest, Mr. Barney.occupied by a guest, Mr. Barney.



Ms. Roessler explains that the Ms. Roessler explains that the guest has been checked in for 10 days, guest has been checked in for 10 days, and has had a and has had a ““Do Not DisturbDo Not Disturb”” sign on sign on the door for all but two of those days. the door for all but two of those days. She has asked you to view the room She has asked you to view the room before it is cleaned, because she says before it is cleaned, because she says she is concerned for the safety of her she is concerned for the safety of her housekeepers in their routine cleaning housekeepers in their routine cleaning tasks.tasks.



Upon entering the room, you Upon entering the room, you observe several ripped plastic baggies, observe several ripped plastic baggies, money wrappers, large quantities of money wrappers, large quantities of empty fast food containers, a scale, empty fast food containers, a scale, and a pistol holster partially hidden and a pistol holster partially hidden under a mattress. You recall that this under a mattress. You recall that this is the same man who arrived by cab to is the same man who arrived by cab to the hotel, and paid cash up front for a the hotel, and paid cash up front for a two-week stay.two-week stay.



1.1. Write a memo to your Executive Housekeeper outlining Write a memo to your Executive Housekeeper outlining the steps she is to take for servicing Mr. Barneythe steps she is to take for servicing Mr. Barney’’s room. s room.

2.2. Assuming a drug interdiction program is in place in your Assuming a drug interdiction program is in place in your city, would you contact that program to report Mr. city, would you contact that program to report Mr. Barney? Barney?

3.3. Regardless of your decision in question 2 above, if the Regardless of your decision in question 2 above, if the police asked to use the room next to that of Mr. Barney police asked to use the room next to that of Mr. Barney for an undercover operation, would you allow them to for an undercover operation, would you allow them to do so? do so?

4.4. Write a memo to the chief of police stating your position Write a memo to the chief of police stating your position in question 3, along with your rationale for the decision. in question 3, along with your rationale for the decision.


Rapid ReviewRapid Review

1.1. Describe three threats to safety and three threats Describe three threats to safety and three threats to security in the hospitality organization with to security in the hospitality organization with which you are most familiar. Explain how which you are most familiar. Explain how management currently addresses (manages) management currently addresses (manages) these threats.these threats.

2.2. Assume you are the Foodservice Manager of a Assume you are the Foodservice Manager of a college dormitory. You are asked to address college dormitory. You are asked to address parents regarding the impact your facility will parents regarding the impact your facility will make on the overall educational experience of make on the overall educational experience of their children. Compose a five-minute presentation their children. Compose a five-minute presentation that addresses your safety and security philosophy that addresses your safety and security philosophy and its relation to the well-being and educational and its relation to the well-being and educational experience of your residents.experience of your residents.



3.3. Analyze the four-step safety and security Analyze the four-step safety and security management method. Select one of the steps and management method. Select one of the steps and prepare a three-minute presentation that could be prepare a three-minute presentation that could be delivered to members of your safety committee, delivered to members of your safety committee, in which you emphasize the importance of this in which you emphasize the importance of this step.step.

4.4. Assume you have implemented a safety program Assume you have implemented a safety program designed to reduce employee accidents resulting designed to reduce employee accidents resulting from improper lifting techniques. Identify at least from improper lifting techniques. Identify at least three different measurable outcomes that could three different measurable outcomes that could be used to evaluate the program's effectiveness. be used to evaluate the program's effectiveness. Explain which of these three you would use and Explain which of these three you would use and why.why.



5.5. Contact your local law enforcement officials Contact your local law enforcement officials to determine what training programs are to determine what training programs are offered to businesses for the purpose of offered to businesses for the purpose of assisting those businesses in their safety assisting those businesses in their safety and security efforts. Determine the cost, if and security efforts. Determine the cost, if any, of the programs, and the frequency any, of the programs, and the frequency with which they will be offered in the with which they will be offered in the

coming 12 months.coming 12 months.



6.6. The Educational Institute of the American The Educational Institute of the American Hotel and Motel Association (EI) certifies Hotel and Motel Association (EI) certifies hospitality security guards. Log on to its Web hospitality security guards. Log on to its Web site at www.ei-ahma.org and identify the site at www.ei-ahma.org and identify the methods of qualifying for the designation of methods of qualifying for the designation of Certified Lodging Security Director (CLSD). Certified Lodging Security Director (CLSD). Assume your property is considering such a Assume your property is considering such a program for the head of your Safety and program for the head of your Safety and Security department. Prepare a memo for Security department. Prepare a memo for your immediate supervisor detailing the your immediate supervisor detailing the advantages and disadvantages of using the advantages and disadvantages of using the EI program, as opposed to one you would EI program, as opposed to one you would develop yourself.develop yourself.



7.7. Assume that a bomb threat has forced Assume that a bomb threat has forced you to evacuate your restaurant. The you to evacuate your restaurant. The police have arrived; no one has been police have arrived; no one has been hurt, but the press is at your property. hurt, but the press is at your property. Create an outline of a one-page press Create an outline of a one-page press release that would address the items release that would address the items about which the media would be most about which the media would be most interested in learning.interested in learning.



8.8. An employee who burned himself while An employee who burned himself while working did not seek medical treatment. working did not seek medical treatment. The employee missed five days of work, The employee missed five days of work, then later filed, and won, a workers' then later filed, and won, a workers' compensation claim, because the burn compensation claim, because the burn became infected. Draft a memo outlining became infected. Draft a memo outlining the criteria your managers should use in the criteria your managers should use in the future for determining which the future for determining which employee accidents will result in employee accidents will result in mandatory medical treatment.mandatory medical treatment.

chapter 14 safety and security issues. © 2012 stephen c. barth p.c. and john wiley & sons, inc....

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