Professional Documents
Culture Documents
Security
Issues
Security and Safety Issues
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In This Chapter, You Will Learn:
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The Importance of a Protected
Environment
Legalese:
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The Importance of a Protected
Environment
Legalese:
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Analyze the Situation 14.1
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Analyze the Situation 14.1
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Analyze the Situation 14.1
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Crisis Management
Power outages Ice
Vandalism Accident / injury
Arson / fire Drug overdose
Bomb threats Medical emergency
Robbery Rescue breathing /
Looting cardiopulmonary
resuscitation (CPR)
Hurricanes
Death / suicide
Tornados
Intense media scrutiny
Earthquake
Adversarial governmental
Floods agency investigation
Snow Civil disturbance
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Analyze the Situation 14.2
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Analyze the Situation 14.2
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Analyze the Situation 14.2
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Analyze the Situation 14.2
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Advantages of Preplanning
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Four-Step Safety and Security
Management Method
1. Recognition of threat.
2. Program development (response to
threat).
3. Program implementation.
4. Monitoring of program results.
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Program Development
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Significant Elements of a Hotel
Security Program
Key controls
Effective guestroom lock system
Proper and adequate training of security staff
Guestroom doors with one-way viewers and
chain / latch bars
Adequate lighting and ongoing maintenance
Perimeter controls
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Significant Elements of a Hotel
Security Program
Employee background checks
Employee education
Guest safety education
Written security policies and procedures
Established responses to incidents and
corrective action
Liaison with local authorities
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Analyze the Situation 14.3
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Analyze the Situation 14.3
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Analyze the Situation 14.3
1. Will First Community Insurance be held
partially responsible for the actions of
Fieldstone Management?
2. Did Fieldstone Management use reasonable
care in the installation and operation of the
camera system? Would it matter if the cameras
were recording to tape?
3. What could the hotel owners do in the future
to help avoid a similar situation with a guest?
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Safety and Security Programs
Legalese:
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Program Implementation
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Establishing an Effective
Guestroom Lock Policy
1. Install an electronic locking system.
2. Train ALL new employees on the procedures
used to insure key security.
3. Never announce guestroom numbers out loud.
4. Do not allow the room number to be marked
directly on the key.
5. Do not identify the hotel with the key.
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Establishing an Effective
Guestroom Lock Policy
6. Do not reissue keys to guests without a positive
ID check.
7. Do not issue duplicate keys to anyone except
the registered user.
8. Minimize the number of master keys.
9. Keep a log of all existing masters and
submasters.
10. Train all managers on duty (MODs) on the
procedures to conduct a lock audit. Record the
results of any audits performed.
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Monitoring Program Results
Number of inspections performed
Inspection or quality scores
Number of incidents reported
Dollar amount of losses sustained
Number if insurance claims filed
Number of lawsuits filed
Number of serious or minor accidents
Number of lost workdays by employees
Insurance premium increases
Number of drills or training exercises correctly
performed
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Analyze the Situation 14.4
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Analyze the Situation 14.4
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Analyze the Situation 14.4
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Analyze the Situation 14.4
2. Designation of a Safety/Injury
Coordinator.
The Safety/Injury Coordinator will review
past accident records and implement
programs to reduce situations that may
result in accidents. The Safety Coordinator
will maintain a logbook of incidents so each
Department Supervisor can review the log
for incident trends.
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Analyze the Situation 14.4
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Analyze the Situation 14.4
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Analyze the Situation 14.4
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Analyze the Situation 14.5
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Analyze the Situation 14.5
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Analyze the Situation 14.5
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Analyze the Situation 14.5
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Analyze the Situation 14.5
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Analyze the Situation 14.5
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Crimes Against Hospitality Business
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Crisis Management Programs
Legalese:
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Crisis Management Programs
Legalese:
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Crisis Management Programs
Legalese:
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Crisis Management Programs
Legalese:
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Crisis Management Programs
Precrisis Planning
Emergency Plan Development
Emergency Plan Practice
Crisis Response
Management Response
Staff Response
Guest Response
Media Relations
Postcrisis Assessment
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Search the Web 14.1
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Search the Web 14.1
1. Currently, only the operation of motor vehicles and machinery
caused more workplace deaths than homicide. List five
explanations you believe can be used to help understand the
proliferation of workplace homicide incidents.
2. Identify the 10 occupations that most put workers at the risk of
serious workplace violence.
3. List five actions suggested by NIOSH to reduce life-threatening
situations at work.
4. Address the question of how a serious incident of workplace
violence would impact:
(a) Other employees
(b) Guests
(c) The business itself
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Analyze the Situation 14.6
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Analyze the Situation 14.6
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Analyze the Situation 14.6
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What Would You Do?
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What Would You Do?
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What Would You Do?
1. Write a memo to your Executive Housekeeper outlining
the steps she is to take for servicing Mr. Barneys room.
2. Assuming a drug interdiction program is in place in your
city, would you contact that program to report Mr.
Barney?
3. Regardless of your decision in question 2 above, if the
police asked to use the room next to that of Mr. Barney
for an undercover operation, would you allow them to do
so?
4. Write a memo to the chief of police stating your position
in question 3, along with your rationale for the decision.
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Rapid Review
1. Describe three threats to safety and three threats to
security in the hospitality organization with which
you are most familiar. Explain how management
currently addresses (manages) these threats.
2. Assume you are the Foodservice Manager of a
college dormitory. You are asked to address parents
regarding the impact your facility will make on the
overall educational experience of their children.
Compose a five-minute presentation that addresses
your safety and security philosophy and its relation
to the well-being and educational experience of your
residents.
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Rapid Review
3. Analyze the four-step safety and security
management method. Select one of the steps and
prepare a three-minute presentation that could be
delivered to members of your safety committee, in
which you emphasize the importance of this step.
4. Assume you have implemented a safety program
designed to reduce employee accidents resulting from
improper lifting techniques. Identify at least three
different measurable outcomes that could be used to
evaluate the program's effectiveness. Explain which
of these three you would use and why.
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Rapid Review
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Rapid Review
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Rapid Review
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