Chapter 7 Security and the Lodging Industry

1
Chapter 7Security and the Lodging Industry

• Managing Front Office Operations
• Sixth Edition
• (333T or 333)

2
Competencies for Security and the Lodging
Industry

•  
• 1. Explain the key issues in developing and
  managing a security program.
• 2. Describe the role that managers play in a
  propertys security program.
• 3. Explain the importance of setting up a
  security program, including security
  staffing and having a liaison with local law
  enforcement.

(continued)
3
Competencies for Security and the Lodging
Industry (continued)
4. Identify the elements of security training
that are critical to an effective security
program. 5. List and describe the legal
concepts and societal concerns
related to security issues.  
4
Elements of a Security Program
Doors, locks, key control, access control
Guestroom security Control of persons on
premises Perimeter and grounds control
Protection of assets Emergency procedures
Communications Security records Staff
security procedures  
5
Security Levels of Keys
  Individual room Section master Floor
master Building masters Grand master
Emergency key (E-key)  
6
Common Security Procedures

•  
• Never mention a guests room number aloud.
• Require identification before issuing a key.
• No one enters a guestroom without a key.
• Valet parking control with 3-part forms.
• Provide safety information in each guestroom.
• No charge purchases without a key.
• Require immediate reporting of security
  issues.

7
Managements Security Challenges
Balancing security with image of
hospitality Tailoring employee security
information to specific
jobs Diversity of industry vs. security
standards
8
StaffingContract Security Companies

•  
• Screened, tested, and trained personnel
• Consulting services
• Surveys on hotel security requirements
• Debugging sweeps
• Data processing security
• Contingency planning bomb threats/disast
  ers

(continued)
9
StaffingContract Security Companies (continued)

•   Decision checklist
• Guard training programs
• Previous lodging experience
• State certification, if applicable
• Property inspection frequency
• Staffing for large-scale emergency
• Daily incident reporting to management
• Liability and workers compensation issues 

10
StaffingIn-House Security Staff

•  
• Greater control over security officers
• More focused training
• Quality of personnel becomes hotel decision
• More effective integration with other hotel
  departments
• Career paths can reduce security officer
  turnover

11
StaffingOff-Duty Police

•   Pros
• Superior training in reacting to security
  incidents
• Knowledge of the law
• Better able to recognize criminals
• Immediately recognized as authorities
• May enhance police response to incidents

(continued)
12
StaffingOff-Duty Police (continued)

• Cons
• Trained more toward apprehension than
  prevention
• May be required to carry firearms
• May not be permitted to wear police uniforms
• Fatigue may become a factor

13
Security TrainingAll Employees
  Nature/role of private security
Nature/extent of crime Criminal justice
system Legal powers/limitations of security
personnel Patrol techniques
(continued)
14
Security TrainingAll Employees
(continued)
Access control procedures Report
writing Fire prevention Alarm systems
Communication systems  
15
Limits of Authority
  Citizens arrests Search Use of
force
16
Legal Concepts
  Reasonable care Foreseeability
Proximate cause Negligence
Damages Compensatory Punitive
(continued)
17
Legal Concepts (continued)

• Trial court
• Plaintiff
• Defendant
• Summary judgment
• Directed verdict
• Judgment notwithstanding the verdict
• Appeals
• Appelant
• Respondent (appellee)
•