HOTEL SECURITY3

The Protection of Funds

Checks and Balance- Division of Labour

The term "checks and balances" refers to a system of quality control that ensures things (or people) stay within the prescribed limits and guidelines and giving the checking task to one person and the balance to another.

For instance, by having a system of checks and balances on your store inventory and on your cash register sales, you can make sure the inventory is being sold and not stolen.

You "check" the inventory and you "check" the cash register receipts, then you "balance" the one against the other to make sure everything missing from inventory has been paid for. 

The term probably comes from a standard accounting practice called a "balance sheet"( where a company's assets are checked and listed alongside its liabilities, requiring that the two figures balance to zero.) 

Checks and Balance- Division of Labour

By dividing the check function to one person and the balance to another person, the organization will reduce the possibility of fraud as the same person could tamper the records or put faulty figures or even omit a transaction which are very hard to find errors in accounting.

Inventory Control

Inventory Control also known as stock taking in the hotel, is a form of counting and recording the available stock or items that the hotel will need for its daily operations.

The accounts department conducts a periodical and sometimes unannounced inventory to check if there is any misplacement, theft or shortage of stocks.

External auditors visit the hotel to check the store, their storekeeping practices and whether the right items are stored at the right place.

A check on the purchases matched with the issue plus stock will verify the accuracy of the store keeping.

Proper LIFO/ FIFO system should be practiced with a pre determined reorder, Maximum, Minimum level for stock.

Proper Issuing, requisitioning, purchasing and storing techniques helps the organization to control store better

Payroll

There are many ways that the employees or even administrative staffs dealing with payroll could manipulate and cheat using the payroll. Some of them are:

Alter The Records Time, Create Fake Or Ghost Employee, Fake Agents, Commit Commission Fraud

Control Measures

To control such frauds the accounting section should :

Limit the authority of lower level staff to look into others accounts and manipulate it.

Hourly and salaried employees use a time-keeping system, that employees show identification when they pick up their paychecks and that new employees are audited every week.

 Establish internal controls in your sales department to regulate payroll fraud. For example, if sales are dropping but commissions are rising, investigate why.

Control Measures

Implement proper procedures for terminated workers, such as stopping their direct deposit, paying final wages with a paper check and immediately removing their access to confidential information.

Surprise internal audits and reviewing the company’s payroll and accounting records can uncover payroll fraud.

See if multiple employees are depositing their paychecks into the same bank account. Look for duplicate data such as names and addresses.

Ensure all employees exist and have their own unique payroll file. Reconcile your payroll expenses with payroll amounts frequently paid.

Sequential numbering system Every file, KOTs, BOTS, Bills, Vouchers, Cheques

received by the hotel should be sequentially numbered and recorded for verifying purpose.

If a bill number or a KOT is missing a statement clarifying the reason should be sought and any copies of the missing bill or invoice or KOTS should be found and tallied.

Sequential numbering system will only find out any missing bill or invoice or any transactional document and has a great implication in checking frauds.

Bank Deposits and issue

In a large organization, there are many bills that are paid through cheque. The cheque account holder, usually the MD or Chairman will not check the amount or the distance between or after the digit or words and then that is the time when the fraud takes place and the depositor of the

Sometimes, kiting of cheque, i.e making cheque in advance without having the required sum in the bank and expecting it to be there till the time the cheque receiver will deposit the cheque into the bank. This is cheating the payee to some extent with false cheque which during the time of issue will not be cashable. This may result in cheque bounce, if the cheque holder deposits it into bank earlier.

The accounting department should re-check these cheques and bank statement regarding the deposit should be periodically checked.

Considerations for physical safety of the Accounting Function

Location of accounting offices, safes Accounting offices are located at the back

office away from the guest interaction areas with minimum authorization for entrance.

Secured locking system, proper shelving for important information and an advanced hi-tech safety locker should be installed within the department to ensure no theft or misplacement of records.

Safety lockers and shelves should be easily accessible and visible from every angle to ensure no suspicious activity will take place.

Considerations for physical safety of the Accounting Function

Equipment CCTV cameras should be angled at the best spot. The material of the safes should be strong and

unbreakable as possible. Alarm system and anti burglar systems should be

installed in the door and safety deposit lockers for extra protection.

Silent alarm system connected to the police station should be installed so that at the time of theft or robbery, the robbers wouldn’t know that the alarm was activated.

Double lock system with electronic coding – biometric system should be installed for entry of authorized person only.

Cashiering Procedure

Cashier’s Float

This is the amount of money that the cashier starts or opens the balance every day. It is the amount of money he/she needs to maintain everyday and used for changes or any petty cash payment after authorization form the manager or supervisor.

Procedures 

The FO float is drawn by the FOM for the operations of the entire Front Office.

The AM is responsible to ensure the float is balanced daily when passing over the shift.

The FO Float key must be safely kept by the AM when passing over shifts.

Only the AM or FOM will collect the due backs from the General Cashier.

Only the AM or FOM will change due back for the cashiers The Night Manager does not has the right to open the FO

float unless during emergencies All individual cashiers must balance their floats prior to

the beginning of the shifts and after ending the shifts.

Procedures 

The balancing of the floats must be done in the presence of a Supervisor or the previous cashier to serve as a witness.

All due back must be entered neatly and clearly. Shift cashiers must change their due backs with the AM before

going home to ensure the next shift will have the exact amount when starting shift.

The cash drawer should never be left unattended, even for a short period of time, unless it is locked first.

The Guest Services Officers must keep the keys to their cash drawers at all time.

Cash should never be left lying around outside of the cash drawer.Loose cash is always a great temptation to passers by.

When cash is on the counter for any reason, Guest Services Officers should not let anything (for example, answering the phone) distract their attention untilit is kept away safely.

Use of Cash Register

Apart from the traditional cash register registering all the cash related payment or receipt to or from a second party, modern cash registers are computer based system which maintain the cash transactions on a daily basis.

Special considerations while maintaining these registers are: Proper mentioning of the date of transaction Mentioning time would be an extra support while checking frauds or

mistakes. Proper amount in clear figures without cuts or errors should be ensured. Changed figure, in case of traditional cash registers, should be signed

marking an official change. The name of the person or company with whom the transaction has

taken place should be written clearly with the address and contact information.

Proper closing and opening of the balances should be checked regularly.While using cash register, it is very easy to manipulate figures and amount

o supporting receipts or bills should be attached or maintained to ensure its authenticity or validity.

Recording of transaction

Recording is the primary and most important function in any accounting process. Employees could manipulate or mistakenly write wrong figures which could result in discrepancy in the accounts.

Most of the time the cashiers forget or intentionally omit a transaction and the amount from that transition reaches their own pockets, so there should be check of balance during the closing and opening of a shift with proper KOTs- BOTs or any bill or invoice and tallied. Any discrepancy will be directly borne by the cashier.

Placement of Currency during cash transaction

During a busy hour, currency exchange can be a mess and often cashiers tend to give out more change. They sometimes put the cash in the table and forget and misplace it.

Many times they put the cash in their cashier drawer and get confused whether they have received the money or not.

A separate compartment in the cashier’s drawer should be used for currency exchange and the cashier should ensure the rates and proper change pronouncing the change to the guest.

Completion of transaction before handling other requests

It is very important to finish an ongoing transaction before handling others as the pending request will catch up and then there will be confusion resulting in loss or angry customer.

If there is a guest trying to get your service, politely ask him to wait and try to explain that you are busy with the previous guest. Multitasking is a hard job and could result in loss to the hotel with shortage of cash, payment in wrong exchange rates, over payment, etc could be the result.

Computer Security

Restriction of Computer Access A hotel will generally contain the information of

various of guest that have stayed in the hotel. Hotel needs to respect and protects its guest’s

privacy. Hotel also has valuable information regarding its upcoming launches, business ventures, or even the SOP of different outlets and departments which are the to be maintained as discrete as possible.

For this purpose, the valuable information should be restricted to only few computers and restricted authorization to insider(hotel employees) and no access to outsiders(guest) should be allowed.

The business centre computers should not be linked with the system computers and access to hotel system computers shouldn’t be allowed at any circumstances.

Use of Password

Computers should be password protected and access to only authorized level of employees should be granted access and proper firewall and hack proof systems should be installed and maintained to secure hotel information from the outsider or computer hackers.

Make sure a password has been set on computer. Default passwords such as password, root, admin or no password will allow easy access to your computer or your Internet account.

Change passwords often. It is recommended at least once every few months.

Create a Basic Input Output System (BIOS)password. When creating a password, add numbers or other characters to the

password to make it more difficult to guess; for example, 1mypassword23!.

Do not use sticky notes around your computer to write down passwords. Instead use a password manager.

Levels of Authorizations

A company will have valuable information regarding its operations which will be very useful to its competitors. Leak of such plans and events may result in operational inefficiency and could provide the competitor with an advantage.

Hotels should ensure that their computers have login or user identification system with access to information according to the level or position of the employee in the organization with the access level increasing on hierarchy basis- top position having the highest access.

Use of Audit Trail

Audit trails can be used for a number of purposes in banking business processes and security controls, both supported by IT systems.

Good audit trails provide and/or support: • Accounting and other business-related record-keeping, including

the need to reconstruct a complete data processing sequence in chronological order;

• Fault detection and resolution; • Performance monitoring; • Demonstration of adherence to security policy, contract,

regulatory requirements or the law; • Detection and investigation of breaches of security policy,

contract, regulatory requirements or the law; • Preservation and presentation of evidence relating to any of the

above.

Audit Trail

Use of Audit Trail

Audit Logs can benefit an organisation in many ways:

They help to ensure that computer security records are stored in sufficient detail for an appropriate period of time.

Routine log reviews and analysis are beneficial for identifying security incidents, policy violations, fraudulent activity, and operational problems shortly after they have occurred, and for providing information useful for resolving such problems.

Features to prevent Illegal Entry Hacking is illegal entry in to the

computer with out the owner’s permission. The reasons with their prevention are mentioned below:

Operating system and software patches and updates

There is no such thing as perfect software, often a software program may have several issues and could potentially have security vulnerabilities that can leave your computer open to attacks that compromise your computer and your data.

Software patches, updates, and drivers are made available, often for free, to consumers to help keep a software program and operating systems running properly and secure.

If the program you're using does not have any method of checking for updates on its own it is up to you to verify the program is up-to-date.

Often this can be done by visiting the web site of the developer who created the program. 

Passwords

Make sure a password has been set on computer. Default passwords such as password, root, admin or no password will allow easy access to your computer or your Internet account.

Change passwords often. It is recommended at least once every few months.

Create a BIOS password. When creating a password, add numbers or other

characters to the password to make it more difficult to guess; for example, 1mypassword23!.

Do not use sticky notes around your computer to write down passwords. Instead use a password manager.

Get a hardware or software firewall

We highly recommend all computer users have a firewall solution. There are two ways a firewall can protect your computer and network.

Hardware firewall - A hardware firewall is a hardware device that is connected to your network. Often many home users who have a home network use their network router as a firewall solution.

Software firewall - A software firewall is a software program that you install on your computer that helps protect that computer from unauthorized incoming and outgoing data.

Know how to handle e-mails

Today, e-mail is one of the most popular features on the Internet. Being able to identify threats sent through e-mail can help keep your computer and your personal information safe. Below are some of the most common threats you may encounter while using e-mail.

Attachments - Never open or run e-mail attachments. Viruses, spyware, and other malware are commonly distributed through e-mails that have attachments. For example, an e-mail may want you to open an attachment of claiming to be a funny video, when it's really a virus.

Phishing - Phishing or an e-mail phish is an e-mail that appears to be from an official company (such as your bank) indicating you need to log onto the site to check your account settings. However, the e-mails are really sites setup to steal confidential information such as your passwords, credit card information, social security information, etc.

Alternative browser

Before the release of Microsoft Windows XP SP2 and Internet Explorer 7.0, Microsoft Internet Explorer was notorious for security and spyware related issues. Although it has improved since then we still highly recommend considering an alternative browser such as Mozilla Firefox.

Run system scans to check for vulnerabilities

There are several sites on the Internet that allow users to check their computers for potential threats or issues their network or computer may have that can allow users unauthorized access to their computer. Below are a listing of recommend sites to try:

Gibson Research Corporation - The Gibson Research Corporation, or GRC, is a great location to learn about network security as well as well as test your computer or network for vulnerabilities.

Hacker Wacker - Another great site with computer security related information, help, and programs to help test your computer and network.

Procedure to prevent embezzlement

Embezzlement is the act of dishonestly withholding assets for the purpose of conversion (theft) of such assets by one or more individuals to whom such assets have been entrusted, to be held and/or used for other purposes.

Embezzlement is a kind of financial fraud. For instance, a lawyer could embezzle funds from clients' trust accounts, a financial advisor could embezzle funds from investors, or a spouse could embezzle funds from his or her partner.

Embezzlement may range from the very minor in nature, involving only small amounts, to the immense, involving large sums and sophisticated schemes.

Procedures to prevent embezzlement are:

Separate the Financial Duties:

Divide each side of the accounting duties (paying bills and issuing invoices) between at least two people.  The person who enters the bills, should not write the checks.

 Likewise, the invoice entry and deposits should go to two different people.  In addition to reducing the opportunity for an individual to defraud you, this “check-and-balance” system will greatly reduce mistakes and oversights.

Look at the Bank Statements  The bank is your partner in avoiding and

uncovering theft.  Be sure you’re looking at the original statement straight from the bank. This is the single best strategy to avoid theft. If anything on that statement looks unusual, make it your job to track it down with credit card bills or online payment details.

Few others could be:

Not paying a suspicious seller Pay through credit cards as they are

safer then cash payments. Never give out personal details or credit

card number to anyone without properly identifying their authenticity.

Do not wire payment before receiving goods.

Verify the existence of the seller or the company that your are going to pay.

Physical protection of computerThe computer must be protected from: Moisture Strong electromagnetic radiations (the diskettes are particularly

sensitive to demagnetization, not to pose them on electricals appliance for example)

Heat (to avoid for example wedging a central processing unit or a screen counters a wall)

Cuts of tension Shocks (to be irritated in the event of planting and to knock its

computer are not used for nothing) Dust and tobacco It as should be made sure as the machines are in buildings which

are not in free access. Concerning the portable computers, a major risk is the flight. Thus

never to leave it, and to preferably transport it in a bag pain-killer rather than in the case of origin. In this case, a data protection by cryptography is essential (in the event of flight, the data will be at least preserved).

Use of outside computer services An institution like hotel will have multiple users and

due to frequent use, they are prone to viruses, system breakdown and need repair and maintenance.

They usually call for the help of outside expert. The hotel should ensure that these are outside company are monitored by an IT personal from the hotel and the detailed information should be transferred and then deleted from the damaged computer to secure information.

As the outside company could be working for other hotels also hiding the critical information is a must.

Emergency Management

Emergency management can refer to the work of a public authority (government), a group of professions such as police officers and soldiers, or an interdisciplinary research field.

 All aspects of emergency management deal with the processes used to protect populations or organizations from the consequences of disasters, wars and acts of terrorism.

Emergency management doesn't necessarily avert or eliminate the threats themselves, although the study and prediction of the threats is an important part of the field.

The basic level of emergency management are the various kinds of search and rescue activity.

Principles: Emergency management must be:

Comprehensive – consider and take into account all hazards, all phases, all stakeholders and all impacts relevant to disasters.

Progressive – anticipate future disasters and take preventive and preparatory measures to build disaster-resistant and disaster-resilient communities.

Risk-driven – use sound risk management principles (hazard identification, risk analysis, and impact analysis) in assigning priorities and resources.

Integrated – ensure unity of effort among all levels of government and all elements of a community.

Principles: Emergency management must be:

Collaborative – create and sustain broad and sincere relationships among individuals and organizations to encourage trust, advocate a team atmosphere, build consensus, and facilitate communication.

Coordinated – synchronize the activities of all relevant stakeholders to achieve a common purpose.

Flexible – use creative and innovative approaches in solving disaster challenges.

Professional – value a science and knowledge-based approach; based on education, training, experience, ethical practice, public stewardship and continuous improvement.

Requirements:

In order to operate an effective emergency management, following requirements should be considered:

Forming an executive committee which will monitor, plan, regulate and control all the activities.

Assessing the potential or possible emergencies for the particular area or property.

Finding out and coordinating with local agencies which will provide support in the event of an emergency.

Awareness for the neighbors with their active participation.

Requirements:

An internal assessment of the hotel’s human resource pool- availability for staff and skills.

Develop of an emergency response team collecting volunteers or security and maintenance personnel.

Buy and develop required emergency equipments, supply of these and other required communication and security facilities.

Develop and implement training to prepare employees for emergency.

Requirements:

In order to operate an effective emergency management, following requirements should be considered:

Forming an executive committee which will monitor, plan, regulate and control all the activities.

Assessing the potential or possible emergencies for the particular area or property.

Finding out and coordinating with local agencies which will provide support in the event of an emergency.

Awareness for the neighbors with their active participation. An internal assessment of the hotel’s human resource pool-

availability for staff and skills. Develop of an emergency response team collecting volunteers

or security and maintenance personnel. Buy and develop required emergency equipments, supply of

these and other required communication and security facilities. Develop and implement training to prepare employees for

emergency.

Emergency plans for fire should include:

Emergency escape procedures and emergency escape route assignments.

Procedures to be followed by employees who remain to operate critical hotel operations before they evacuate.

Procedures to account for all employees after emergency evacuation procedures have been completed.

Rescue and first aid duties for those employees who are to perform them.

Then preferred means to reporting fire and other emergencies.

Names or regular job titles of persons or departments who can be contacted for further information or explanation of duties under the plan

Each class of fire requires a specific type of extinguishing agent which we have dicussed earlier as well. Properties should inform its staff or where its fire extinguishers are located and train them in how to use the type or types of fire extinguisher available on the premises.

Most injuries and deaths are caused by smoke and gas inhalation and not by actual flames.

Bomb Threats

The proper handling of bomb threats requires particular attention and the cooperation of all employees. The Emergency Committee/Management should

Establish use of a checklist. Determine which staff members are most likely to receive a bomb

threat by telephone. Ensure that sure staffs are trained in the use of checklist. Provide copies of checklist. Instruct staff not to use a radio or beeper system. Be informed and the necessary authorities alerted. Instruct the individual receiving the call to obtain as much

information as possible from caller. Ensure a search of the relatives/ parents or family is conducted

immediately after receipt of a bomb threat. Decide whether evacuation is necessary. Include procedures for possible explosion on premises – i.e.

emergency medical service, evacuation of the injured to a medical facility, search of trapped individuals, etc.

Floods

Procedures in food control include the following considerations:

To make sure all employees and guests are aware of the possible emergency.

Evacuation of rooms and the relocation of guests (and vehicles)

Ensure equipment is accessible and in working order (pump, sandbags, generators, emergency warning lights, supplies etc.)

Clearing the basement of any objects that may get lost, damaged

Constant patrols and assessment of the situation Reassure and assist guests Cooperation with local authorities

Blackouts

In preparation for light and power failure, a property should consider the following security measures:

Emergency generators, portable generators or battery powered lighting are available.

Money and negotiable items are secured. Guests or employees trapped in stalled elevators are

freed. Frequent patrols to reassure the guests and staff and to

minimize any acts of vandalism, sabotage or looting. Special attention paid to the fire hazard from candles

provided in guest rooms Greater controls at access points Hotel and staff vehicles to be stationed strategically to

provide perimeter lighting.

Robberies

Prevention is the key in preventing robberies. However, when a robbery does occur, management's three basic objectives are:

To provide safety for guests and employees

Holding down the amount of financial loss

To provide full information to the police

Robbery

Your cool headedness and familiarity with these procedures will make the different if you are the victim of a robbery in the hotel. Your safety is most important. Cashiers should

Be aware of your surroundings Report suspicious persons and activities for investigation Stay calm when confronted by armed robbers Comply with a robber's demands and make no sudden movements that might be

perceived as an attempt to thwart the crime. Not do anything to jeopardize their lives or the lives of other persons Use elements of the security system (escorts, alarms, foot bar, money clips,

predetermined bills where appropriate, only when it is safe to do so) No comment should be made – the cashier should not offer unsolicited information Avoid the appearance of setting off an alarm Look at the suspect and try to remember his description (height, weight, build,

color of eyes, hair, scars, tattoos, clothing and anything unusual) Pay attention to voice and mannerisms Note the type of weapon Note the suspect's direction and mode of escape

When it is safe to do so

Inform the necessary personnel/authorities

Write down all information (using checklist)

Not conduct any further transactions and keep area clear for possible evidence (finger prints, notes, etc.)

Guest Accidents

Most guests who sustain injury or property damage are not interested in the presentation of a formal claim as they are in what action the hotel management will take to correct the inconvenience caused.

Minor injuries may be common place in the hotel. What seems routine to the hotel employee, may be a first occurrence and a big event in the life of that particular injured guest. A solicitous word or offer of assistance often times is what the guest expects

Instructions for non-supervisory employees

Make the injured person as comfortable as possible If the person is lying down, do not move him. A pillow, cold towel on the face, fresh air, open clothing

at the throat, etc. can be helpful Be courteous but do not make any statements like: "we

have a lot of accidents in this area", "it's the hotel's fault", "I told them to fix the broken furniture a long time ago", or "don't worry, our insurance company will take care of this."

Call your supervisor and let him take over the case Assist your supervisor in any way possible, such as

securing the first aid kit, wheelchair, making a telephone call, etc.

Instructions for management and supervisory employees

Notify the Duty Manager as soon as you have comforted the injured person. Have the Telephone Operator Notify Security of the accident so that a follow-up security report of the accident can be made.

Do not summon a cab or transportation to take the injured person anywhere unless the person requests it. (Ask the injured person at least twice during your conversation in alleged minor accidents if her wants medical assistance)

Do not take an injured person anywhere in your own care even if requested. Let the DM make the decision whether to transport guest by car or ambulance.

Secure name and addresses for an adequate accident report. All guest and employee accidents must be reported in writing as soon as possible. (This is the responsibility of the DM and Security Officer)

Investigate to see if the injured person made an unsafe act i.e. intoxication, physical disability, previous medical history etc.

Check physical condition of the accident scene, such as bad lighting, wet pavement etc. (if possible, photograph the area)

Do not mention the hotel's liability or circumstances of the accident. In fact, do not mention any opinion or statement regarding the accident to anyone at the scene of the accident.

Employee Accidents/Illnesses

The negative effects of employee accident or sudden illnesses can be greatly reduced if greater concern is shown in this area. Some of the undesirable effects are:

Time lost for the job Burdening other employees with additional

responsibilities Exposure to unnecessary wages and benefits

expense Additional administrative work for supervisors A host of other related non-productive effects

Handling employee accidents/sudden illnesses:

The following an guidelines to following in handling employee accidents/sudden illnesses:

All employees must report all accidents and sudden illnesses involving themselves or another employee to their supervisor immediately.

The manager or HOD should conduct a personal interview with the employee (s) involved as soon as possible to render first aid and assistance and obtain the facts about the accident/illness.

Fill in the relevant accident/illness from the accurately record pertinent data.

Inform the Duty Manager for the accident. Determine the extent of injury/illness. If it is not serious, alternate work

may be offered to employee after proper first aid has been rendered. If accident is serious, render first and summon professional assistance.

(Your sincere efforts in this area are not only of physiological importance but also of psychological importance for your employees)

"Light-duty" assignments can be considered as alternative for all "injured" employees. If need be, "temporary transfer" can be arranged to reduce exposure to "lost time" (subject to doctor's and union recommendations)

Suicide Attempts and the Mentally Disturbed

All repots of individual who express desires of committing suicide shall be immediately brought to the attention of the Duty Manager and the Security Officer on duty.

For persons wanting to commit suicide immediately as evidenced by violent and dangerous behavior, the police and the fire department will be called immediately for assistance.

For those more passive, the Duty Manager will talk to them and the Security Officer will notify the police and the fire department. The Duty Manager will direct all efforts to isolate the individual and to protect all others. No hotel employee or guest should make any risky attempts that could cause harm to themselves or anyone else.

The Command Center will be established. The police and fire department personnel will be met at the

front of the property by a bellman or security staff to direct them to the scene by a route that cannot be seen by the person attempting suicide.

Suicide Attempts and the Mentally Disturbed

They will be briefed at the scene by the Security Officer and assisted in any way possible.

The area will be kept clear of unauthorized persons (news media, guests, etc.)

If the individual has been successfully delayed, professional medical advice and help will be given either from the in-house doctor or someone from the suicide crisis center.

In any event, the person should not be left alone in the hotel and should be placed under medical observation at the hospital.

In cases of death, the police department is the only agency that is to notify the next of kin

The room account should be placed on a hold status. Any information or calls to be referred to the Duty Manager.

Food Poisoning

In the case of food poisoning breakouts, the following guidelines should be noticed:

When a guest or employee who has eaten food prepared in hotel kitchens and suspects the food is tainted, the incident must be reported immediately to the Restaurant Manager, Duty Manager and Security Officer.

The Restaurant Manager will obtain all the information from the complainant as stated on the Food Poisoning Complaint form.

The Restaurant Manager will immediately notify the Executive Chef and Sous Chef, the Food and Beverage Director and the General Manager/ Resident Manager.

If the complainant needs medical attention, they will be referred to the in-house doctor or the nearest hospital.

The Food Poisoning Complaint form given to the Food and Beverage Manager for immediate follow-up the management.

Samples of all perishable leftover food served at the suspected meal should be obtained. The food sample will be put in plastic bags and kept under refrigeration.

If the complaint is serious in nature, notify the Corporate Director, Public Relations and the respective authorities (e.g. health)