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 this guest expectation and, in some cases, make the difference in the property’s safety and security system.

Safety

A term that pertains to discussing disaster preparedness, fire prevention and protection, 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. If employees 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.

One of management’s 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 employee’s right to work in a safe and hazard free environment is a good place 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 the object.

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.

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 arms

and 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 attendant’s cart easily, check if it has sticking wheels.

Without it, it will be harder to push and could injure the user. Remove sticking thread on the wheels.

Be careful with loose screw or sharp edges as they could catch on one’s clothing and cause cuts.

When pushing the cart, lean forward into the cart, rely on one’s legs and feel not unto one’s 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 tasks as 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 ladder is 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. A ladder 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.

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 of one 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 tools come with instructions.

Some employees may need additional training and supervised practice before operating equipment and machinery on the job by themselves. Many power tools and other 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 never be 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 operate electrical 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 the appropriate housekeeping supervisor or the maintenance department.

Equipment wires and connections should be checked periodically. Equipment with 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.

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 with such 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. Outlet and 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 not attempt 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 with proper 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 and rodents. 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.

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 created

by 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 not

sure 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 contribute important security information and add to the committee’s effectiveness.

Committee Responsibilities:

Development of security handbook and the design of training and awareness programs.

Monitoring, analyzing, and suggesting solutions for returning security problems.

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.

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 guest’s 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 are not 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 attendant’s ability to spot missing item may allow the hotel 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 the likelihood 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 a missing 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 reducing employee 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 regulations concerning employee theft. The employee handbook should spell out the consequences of stealing hotel property.

Managers should screen applicants before making a job offer. A through background 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 is a 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

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 the opportunity 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 the property. 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 has permission 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 stolen property to their cars.

If the hotel is large or has a very high turnover rate, employees are less likely to know 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 property’s security manual. Housekeeping’s role usually consists of helping in the search for any suspicious objects that could be bombs.

Where and how the search is conducted will depend on the way the property received 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.

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 or moved; 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 not under 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 emergency procedures 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 ask an 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 bomb threats. 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 of combustion. 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”

Fire Behavior:

Burning, also called combustion, is a simple chemical reaction. It is described as a rapid, 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. A “near miss” or “close call” is an accident without injury or physical damage.

Fire Safety Rules and Principles:

When you discover a fire, call out your discovery, sound the fire alarm and summon 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 out immediately. 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. Rooms filled 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

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, liberate flammable 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 fire’s 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.

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 fire

to 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 solids including 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 other fuels 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 of heavy 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.

Fire Extinguishment:

Class A fire, is extinguished by cooling the fire. The application of water cools the fire 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 of smothering agent is used to prevent oxygen from getting to the fuel and propagating the chain reaction of fire by removing the oxygen 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 electric current. 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 under fire. 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 cause the reaction. Each metal’s 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. This class 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.

How to use fire extinguishers?

P – ull the pinThis unlocks the operating lever and allows you to discharge the extinguisher.

A – im the base of the flamePoint the extinguisher nozzle of hose at the base of the flame

S – queeze the leverThis discharge the extinguishing agent. Releasing the lever will stop the discharge

S – weep from side to sideMoving 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 70oC.

Differential detectors – is activated by an abnormally rapid rise in room temperature, e.g. 3oC in 20 seconds.

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 needs immediate 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 the grand master. This key opens every hotel room 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 type because he/she may be required to inspect the work of more than one room attendant.

The lowest level of master key is the floor key. Generally, a room attendant is given 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. Guestroom keys 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

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 the front desk may assume this function.

Employees issued keys should keep the keys on their person at all times. Key belts, 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 another employee.

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 hotel’s policy and direct the guest to the front desk.

Room attendants are also responsible for retrieving guestroom keys if the guest leaves the key in the room. Many hotels provide key lock boxes on the room attendant’s 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 attendant finds 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 items be left in an unsecured spot such as on top of a room attendant’s cart.

Items should be tagged, logged, and secured after they have been turned over to the 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

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 policy that 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 between mattresses, 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 guest his/her name and ask to see a room key. This ensures that the room being cleaned is that the guest’s 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 look around. Again, the attendant should explain that this if the hotel’s policy and is enforced for the guest’s safety and security.

A room should never be left unattended with the door open. If an employee must leave 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.

This is just one more reason for room attendants to be considerate of guest property and to protect the guest’s room for many possible thefts. For most part, an employee who is alert and careful can contribute to the overall guest’s 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

hotel’s 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 hotel’s security department or a designated staff member.

Securing Guests Against Possible Threats and Losses

Inside the hotel, guest’s identity, room number, or whereabouts should not be revealed 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 or

transact 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 leave the 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 guest’s 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 Guest’s Calls

Greet callers and offer assistance. When a caller asks for guest’s names, don’t give room number. Ask for

caller’s 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.

If guest does not know the caller and the latter appears to be a suspicious person, don’t 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 reduce employee 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 system’s capability, 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 the premises. 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 property’s 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 small property, 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 television can be an effective surveillance tool in multiple-entry properties.

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 the items 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 guest’s 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 the length 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 property should 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 robber’s demands and make no sudden movements or attempts to thwart the crime.

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, and should not attempt to disarm the robber or use a weapon.

If it can be done without any danger, the cashier and other employees who encounter 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 the robber’s voice, mannerisms, and the type of weapon he or she is carrying.

Employees should also observe the robber’s direction of escape and the type and license number of any vehicle used. Following the incident, the property should immediately 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.