SECURITY and SAFETY in the HOSPITALITY INDUSTRY

1.0 INTRODUCTION

Hospitality also includes providing a safe environment for guests as well as for the hotel employees.

The hotel guests demands an atmosphere that assures their safety to the greatest degree possible.

Even when the management is truly committed to guest safety, it takes the effort of every employees

in the hotel to eliminate the greatest threat of safety & security to hotel guests, employees and hotel

assets.

In large hotels, Director of Safety & Security head the hotel’s safety program. In other cases, a

private security firm may be hired to provide similar security services. This department is responsible

for establishing safety & security program which includes:

Guest and Employee Safety

Room Key Security

Fire safety systems

Bomb threat action

Emergency Evacuation Plan

Employee Safety Training Plan

Emergency communication Plan

Security operational procedures and policies must be developed in order to safeguard the hotel’s

assets & minimize the owner’s legal liability. Hence, the objective of this lesson is:

To focus on the safety & security responsibilities & practices in the Housekeeping & Front

Office Department towards our guests, employees and owners.

1.1 Safety Vs. Security

The General term of “SECURITY” and “SAFETY” is somewhat different.

“Safety” includes discussing matters related to disaster, fire prevention and its devices, conditions

that provide for freedom from injury and damage to property.

“Security” used more as a means to describe providing freedom from

fear, anxiety, protection and defense against the loss or theft of guest,

employee’s property as well as company property.

In the hospitality operation, “safety” refers to the actual conditions in a

work environment whereas “security” refers to prevention of theft, fire

and other emergencies. This includes hotel guests, visitors and hotel employees and also their

properties. (Mitschke. A, Managing Housekeeping Operations)

2.0 Departments involved

The two departments that are prone to accidents and injuries are:

(a) Housekeeping

(b) Engineering

Why? Working in the two departments involves physical activity and using equipment, thus

increasing the risk of accident and injury.

The managers and hotel employees must work together to keep all job functions safe –no matter how

routine or difficult from becoming hazardous. Hotel employees must be alert, careful and be well

trained to recognize hazardous conditions & to take appropriate corrective actions.

Hazardous conditions such as wet floors, slippery walkways, cluttered floors, cleaning equipment left

idle, improper lifting techniques by hotel employees can lead to injuries such as sprains, strains and

falls.

2.1 How to reduce safety risks?

To reduce safety risks, the Executive Housekeeper must be aware of potential safety hazards and

develop procedures to prevent accidents.

There must be ongoing safety training programs to ensure that safe conditions are maintained in all

work areas. The safety training must be conducted during employee orientation. The orientation

has to include the hotel safety rules & regulation. The Safety training does not end at orientation.

Periodic safety education program should also serve as refresher sessions for both new and

seasoned employees.

3.0 Safety practices in Housekeeping Department

Chemicals safety regulations:

(a) Safety Equipment for Using Chemicals

Housekeeping employees may use chemicals that require wearing protective gear. Personal

protective gear may be used for covering the eyes, face, head, hands and entire body. Gloves

are required when diluting chemicals for cleaning purposes or when mixing chemicals.

(b) Common Housekeeping chemicals

There are a number of all-purpose cleaners which can be used to wash walls, scrub floors,

clean tubs, windows & mirrors. All-purpose cleaners are generally concentrated & can be

diluted with water to adapt to different cleaning needs. Some cleaners include abrasives,

wetting agents, etc.

(c) OSHA Regulations

OSHA – “Occupational Safety & Health Act was enacted in 1970’s to protect the worker at the

workplace. The regulations are quite extensive and cover a variety of areas that concern

housekeeping employees. These include areas where employees work, materials used & other

safety issues. OSHA also lists the job titles or people who can be contacted during emergency plan.

Others areas of concern are:

(i) Work areas - OSHA covers areas such as storerooms, hallways and service areas. These

areas must be kept clean at all times and organized. Ladders used must be in good conditions.

(ii) Means of Egress – Exists must be clearly marked. The exits and paths should not be blocked.

Exits doors should NEVER be locked to ensure guests and employees could not escape from a fire.

All hotels must have written emergency escape plans. The escape routes and procedures must be

clearly indicated. The plan should specify employee duties & placement within the facility during the

emergency.

(iii) Signs & Tags – OSHA standards require signs for safety reasons.

(iv) First aid supplies should be stocked & readily available.

(v) Tools & Equipment that meets OSHA Requirement.

(vi) OSHA inspection – Some hotels in Kuala Lumpur such as Renaissance has a manager (Loss

Prevention Manager) whose responsibilities include conducting hazard and risk assessments at the

property to include quarterly OSHA/SAFETY audits, incident tracking, and the hazard abatement

process.

4.0 Security Practices in Housekeeping Department

Providing security in a hospitality operation is the broad task of protecting hotel guests, employees

and hotel assets. The areas of concern for security efforts are guest rooms’ security, key control,

locks, access control, perimeter control, alarm systems, communication systems, lightings, closed

circuit television, safe deposit boxes, inventory control, credit and billing procedures, emergency

procedures, safety procedures and others. In simple explanation, it can best describe as that major

preventive and proactive activity use to protect the assets of the organization.

Security should be recognized as and used as a management tool. Some hotels develop and refine

security guidelines. In Traders Kuala Lumpur, the Security Manager is responsible for the

coordination, planning, organization, maintenance and supervision of all aspects of operation in the

Hotel’s Security Department for the security and safety of its property, employees and guests.

It must be noted that even though there is a security department in the hotel but the function of

hospitality security is every employee’s responsibility.

4.1 Security issues in Housekeeping Department

There are two distinctly different security issues in the Housekeeping Department. There are:

(a) Theft of the Housekeeping supplies such as in –room amenities, towels, sheets and others.

Theft can be committed either by guests and employees. Although it is virtually impossible to

stop all theft of minor amenities and in room items, but proper control & systems should be in

place to detect and respond to significant thefts of this type.

(b) Second, issue involves theft from guest rooms by room attendants or by other employees &

even guests themselves. It IS a worldwide problem that affects many hotels and resorts with

little solution in sight. Items taken from hotel rooms include towels, cups and saucers,

teaspoons, paintings, bathroom slippers, tissue box covers, drinks from the mini bar (there are

those who leave without paying for them) and hair dryers. There are also guests who have

carted away the plasma television set. Surprisingly, many guests assume it is okay to walk

away with what belongs to the hotels

Most times, when guests travel, they often keep valuables in the room safe deposit box.

When there is a theft cases in the room, there are possible scenarios to it:

Guest may have misplaced the items and reported it stolen

Guest pretend to defraud the hotel.

Theft can be committed by other guests

A hotel employee has committed the theft

4.2 Security tips practiced by Housekeeping Department

Certain security measures that must be practiced by the Housekeeping

department are:

(a) The guest rooms’ master keys/section keys must always be attached to a belt or in the room

attendants’ pocket to avoid inadvertently left on the trolley or in the guestrooms. The keys

should never loan the keys to other employees or guests.

(b) The room attendants are not allowed to open the door for the “guests”. Refer guests to front

desk.

(c) Keep storage areas, pantry locked at all times.

(d) Do not leave confidential guest information such as rooming lists with guest names and room

numbers on the trolley for public viewing.

(e) If an individual is seen loitering, checking doors and knocking on door or looking nervous, he

should be considered suspicious. Housekeeping staff must be vigilant about noticing suspicious

people. For instance, not allowing suspicious people to enter the rooms when room attendants

are cleaning the rooms.

(f) Guest theft: Most guests look for souvenirs. Some may just take amenities but others may take

towels, or bathrobes or even the bed sheets. Ensure all pantries are locked at all times.

(g) Lost & found items – All items should be tagged, logged

and secured after passing to the L&F department.

Ensure a log book is used to record all the items. What

are the most commonly left items from guests in hotel

rooms?

http://www.gadling.com/2011/02/02/top-10-items-left-

behind-in-hotel-rooms

Guestroom cleaning – security in guest room is important to maintain the safety of the guests &

employees. Room attendants assigned to cleaning the rooms should respect guest property & not

open guest luggage or packages or snoop in chest drawers or closets. Some procedures even

forbid room attendants to move the guest property to wipe the surface. Room attendants need to be

more vigilant while removing linen as some guests kept their valuables in pillows or between

mattresses. If the room attendants come across the following items or situations, they need to report

to their supervisor immediately.

Jane, a room attendant at the Key Point Hotel, is cleaning room 603. She hears a door slam

shut down the hall. A few seconds later a man in the hall tells her that he just

locked his key inside his room, number 610, and asks her to open the door for him.

What should Jane do?

4.2 Guest comments on Housekeeping security practices on Trip Advisor (Travel

& Hotel reviews)

The hotel is ok but too noisy and very, very big and no

security...I left my bag and my wallet in the room and

went to breakfast, when I returned the housekeeper was

cleaning and when I search in my bag, the money

disappeared from my valet. The housekeeping staff stole

my money. Is it possible in a 5 stars hotel????”

A hotel in Bulgaria

( , Sept 2009)

“Also after being out for the whole day, returning late in the evening we discovered the housekeeping

staff had come and made the bed but not shut or locked the

door behind them. Anyone could have simply pushed the

door open and come in”.

A hotel in England

(,

A hotel in Indonesia

( , April 2011)

“We had gone out for the day, the next morning we opened our locked suitcases to find that all our money and credit cards were stolen even though our room was locked. I leave it up to you all to decide who done it!!!!!!! Never ever again will we stay here!!!!!!!!!!!

Nov 2010

A hotel in Las Vegas, ( , Feb 2011)

“I usually had the "Do Not Disturb" sign on the door and I

noticed on the 2nd morning it disappeared. When I

return later that day, I noticed there are lots of monkeys

around the place and the "Do Not Disturb" sign was back

on the door, and got a shock when I entered my

room...found food remains everywhere, luggage lock

broken, and safe tampered with, and the only sign of

entry was a window left opened”

A resort in Langkawi

( , June 2010)

“The only big issue we had was a Coach clutch bag that was stolen out of our suitcase by housekeeping on our second day of our trip. I made a report with security and was expecting to be told that I should have put it in the safe. However, since I could prove that the housekeeper moved our suitcase (which they are not allowed to do), they refunded us some money. It was about half of what the purse was purchased for, but I thought it was a fair resolution. I was really disappointed that a place this

5.0 Safety & Security in the hotel

From the earliest days of the hospitality industry, one of the most important duties of an management

has been to protect guests from harm while staying on the property. Crimes which involve theft of

assets will lead to monetary losses whereas the crimes against people have a greater effect on

hotel’s public relations and therefore its low occupancy.

5.1 Doors, Locks, Key control and access control

(a) Guestroom access security – Guestroom access security is

the most common security. For guests, security is enhanced

because each time a new guest check in, a new code is

encoded. The keys are issued upon check in and will work for

a limited duration of time.

However, nowadays, hotels are experimenting with new

technologies to replace the magnetic key card. For instance, KUBE

hotel, Paris is using electronic fingerprint readers as a means to enter guest rooms. Currently,

Hilton and InterContinental Hotel are testing “OpenWays technology” by using mobile phone to open

room door. Starwood, are turning their loyalty cards into permanent keys that returning guests can

use for multiple stays. All new changes go to ensure operation efficiency, guest security and

satisfaction.

On the day I checked out, one of the front office staff had given my personal contact details to a random guest. I am a young woman travelling on my own, while I am a cautious traveller having my personal contact detail been given out to people I do not know is highly unacceptable and quite worrying. (April, 2011 – Trip advisor)

Sometimes, mistakes can be made by the front desk staff such as double check in.

“My problems started when my key card wouldn't work for my room. I went

back to the front desk and I was given new keys. The key worked, but when

I entered, it was an occupied room! That was very disconcerting to me.

That's about the worst sin a hotel could commit”….hotel in Washington

(b) Perimeter and grounds control - Some hotels have unique safety and security issues which

protect guests in swimming pool areas, spas & in other cases, parking lots. For instance, life

guard

(c) External threats – Since hotels are open 24/7, they are susceptible to threats anytime of the

day or night. Guests or non-guests can pose these threats – for instance robbery, stealing

items from rooms (TV, curtains, etc), drunk visitors, vandalism, accidents or others. (What

are the weirdest things stolen from the hotel rooms?)

http://www.smh.com.au/travel/travel-news/the-weirdest-things-stolen-by-hotel-guests-

20091001-gebj.html

Couples caught stealing from hotel rooms :

http://www.relax.com.sg/relax/news/563224/

Couple_caught_trying_to_steal_LCD_tv_from_hotel_room.html

5.2 Staff Security practices in Front Office

The front desk staff should be trained to ensure guest safety is enhanced. Some examples include:

(a) Do not say the guest’s room number loudly. Should a visitor ask for room number, direct them to

use the house telephone whereby the hotel operator can connect them to the person they want

to talk to. The caller can then be properly screened to provide additional security without

informing of the room number.

(b) When giving room key to a newly arrived guests, do not announced an arriving guests’ room

numbers. Instead it must be written down for guests.

(c) I have lost my room key, please give me another set? What would you do?

_____________________________________________________________________________

_____________________________________________________________________________

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(d) They must protect guest privacy. Do not give out guest personal information including credit

card details.

(e) The bellmen may also review any decals or notices in the room relating to guest security. This

should always include emergency evacuation paths and procedures

(f) Provide guests with devices like safe box to keep their valuables – in room safes or safe at front

desk counter. For safe at the front desk, only allow guests who were the

signatory to open the safe box.

(i) What would you do of the lady come and would like to open the box but her

name is not register on the form?

_____________________________________________________________________________

_____________________________________________________________________________

___________________________________________

(ii) What would you do if the guests lose the safe box key?

___________________________________________________________________

(g) Cash kept at the front desk drawer must be locked at all times.

(h) Foreign currencies exchange only perform for in house guests / patronize F&B outlets

(i) Do not leave any bags lying idle around the concierge. Chain or store in the luggage store room.

(j) Suspicious activities or circumstances involving a guest or visitor should be reported to the

hotel's security department or a designated staff member. Several procedures front desk agents

should use to protect guests and property have already been mentioned.

(J) Ensure the robbery alarm at the front desk is working. Normally under the drawers or on floor

near employee’s foot.

(k) Every hotel will have some sort of emergency such as robberies, injuries, fires, bomb threat,

power outages, and other emergency to deal with, all procedures must be documented. The

staff must undergone training so that they are ready to respond appropriately should emergency

occur in the hotel.

(l) Surveillance Systems: Properly implemented electronic surveillance can play a big role in a

hotel’s safety and security program. The Recording activities at the front desk, in parking areas,

and near cashiers’ are among the most frequent use of the CCTV surveillance system. A CCTV

consisting of several cameras and screens showing the camera's field of vision may be

monitored in a single hotel location. The use of CCTV helps the security team to monitor and

respond to situation more efficiently. The use of CCTV surveillance camera is casino is a

priority to detect players who cheat

http://www.youtube.com/watch?v=zf5h7hminno

(Fire Drill training, Federal Hotel KL)

Innkeeper’s ACT, 1952 Malaysia

……Copy of section 4 to be exhibited6. Every innkeeper shall cause at least one copy of section 4 ofthis Act printed in plain type to be exhibited in a conspicuous partof the hall or entrance to his inn, and he shall be entitled to the benefit of this Act in respect of such goods only as shall bebrought to his inn while such copy shall be so exhibited…………………….

Innkeeper’s ACT, 1952 Malaysia

……Copy of section 4 to be exhibited6. Every innkeeper shall cause at least one copy of section 4 ofthis Act printed in plain type to be exhibited in a conspicuous partof the hall or entrance to his inn, and he shall be entitled to the benefit of this Act in respect of such goods only as shall bebrought to his inn while such copy shall be so exhibited…………………….

Where should the innkeepers’ act be display in the hotel? How much will the hotel pay if items are stolen from the room’s safe box or safe box at front desk?

6.0 Conclusion:

Ongoing security training must be conducted to ensure that the hotel employees are able to handle

emergency situations pertaining to guest safety & security issues. No matter how sophisticated the

equipment is, they are useless if the employees are incompetent or procedures are not followed.

Hotels need to also work together