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Hotel Safety & Security

The presentation differentiates between the safety and security, the broad measures adopted by a large and busy hotel. It also highlights the role a Front Office employee is expected to play during emergency situations.

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Hotel Safety & Security

  1. 1. Hotel Safety & Security Challenges, Precautions, Preventive Measures & Damage Control
  2. 2. Front Office And Guest Safety & Security Security covers areas such as protection of life, body, assets, personal belongings, valuables etc. Hotels always claim that they can not be held responsible for any crisis, crime, accidents or natural disasters, but it is their moral, social and legal responsibility. Many risks can be minimized by adopting simple policies listed below.
  3. 3. Precautions • Background checks of selected applicants • Making policies related to employees' entry to, and exit from, the workplace • Spot checks of locker rooms and lockers • Effective supervision and control during the work cycle • Making policies related to the discovery of criminal records and wrongdoing by employees • Control of people entering and exiting the workplace • Key control
  4. 4. Types of Security: •Physical aspect • Security of persons • Security of systems
  5. 5. TYPES OF SECURITY: Physical aspect is divided into two parts a) Internal b)External Internal security •Against theft •Fire safety •Proper lighting •Safeguarding assets •Track unwanted guests
  6. 6. External Security • Proper lighting outside the building • Proper fencing of the building • Fencing of pool area to avoid accidents in the night • Manning of service gates to restrict entry • Fixing of closed circuit TV cameras at hotel periphery.
  7. 7. Security aspects of persons Staff • Effective recruitment and selection • Identification of staff • Key control • Red tag system • Training • Locker inspection
  8. 8. Red Tag System In a nutshell, when a person finds an item that they either don’t know what it is, or is not needed in a process, they tag it. The red tag acts as a signal to everyone else in the area that someone plans to remove the item out of the work area in the future. This leads to a discussion about the item, and ultimately, a decision about whether or not the item stays or goes.
  9. 9. Guests: Check scanty baggage guests. Guests suspected of taking away hotel property should be charged according to hotel policy.
  10. 10. Guest room security: •Provide wide angle door viewer, dead bolt locks, night torch, chains on doors etc •Employees should be trained to not give any information about in-house guests to outsiders. •While issuing a card key, ask for key card, if in doubt of the guest. •House keeping staff should never leave keys exposed on unattended carts in corridors. •Never say guest room no. aloud.
  11. 11. Security definition • protection of a person, building, organization, or country against threats such as crime, terror or attacks by foreign countries: • The state of feeling safe, stable, and free from fear or anxiety. • Procedures followed or measures taken to ensure the security of a state or organization.
  12. 12. Hotel Security: Responsibility Security Department has the overall responsibility. But, everyone has to support them. Hotels can be taken to court by the guests, seeking large sums of money as compensation for medical bills, lost wages, rehabilitation costs, psychological trauma, pain and suffering and more , for any act of negligence, oversight or harm.
  13. 13. Home Away from Home? • Any negligence can result in hotel and motel guests becoming the victims of battery, strong-arm robbery, sexual assault, rape or even murder.
  14. 14. Hotel Security Staff • Internal (employees) • Contracted Hotel prefers to hire ex-Army, ex-Para Military & ex-Police as security staff & officers.
  15. 15. Main tasks of security staff include; Patrolling, Monitoring Surveillance Equipment, Room Key Security, Fire Safety System, Emergency Evacuation, Emergency Communication, Co-ordinating With Police, Tackle Vandalism, Terror Attack, Bomb Threat, Robbery, Theft, Drunken Guest, Violence Etc. Setting up a System And Emergency Procedures.
  16. 16. Security Measures Taken • CCTV surveillance with recording • House telephone audio recording • Lighting of Public Areas • FencingBoundary Wall • Guards at EntryExit points • Independent Security Audit to test the effectiveness of system and identify weak spots.
  17. 17. Security audits Independent security audits are a good idea for businesses and homeowners, because the property's security is important. “If you want to keep your family or business safe, you need to understand which parts of your premises are most vulnerable to a security breach or attack.”
  18. 18. Role of Front Office Staff • Be the eyes & ears of system • Reportrecord suspicious (red flag) behaviour • Spot potential trouble makers • Prevent any breach of security system • Act with confidence and authority in difficult situations • Never disclose guest identity and room number to strangers • Report any threat immediately before it is too late.
  19. 19. Security & Control of Key • Metal key Ask the guest to deposit room key when going out of the hotel Replace lock if key is loststolen. Hand-over key to a guest after confirming the identity proof. • Electronic Card Key Change key code immediately, if key is lost.
  20. 20. What is safety in the work place? • Describes policies and procedures in place, to ensure the safety and health of employees within a workplace. • Involves hazard identification and control according to government standards, and; • Ongoing safety training and education for employees.
  21. 21. Understanding Hazard • Harm - physical injury or damage to health. • Hazard - a potential source of harm to a worker.
  22. 22. What types of hazards are there? • A common way to classify hazards is by category: • biological - bacteria, viruses, insects, plants, birds, animals, and humans, etc., • chemical - depends on the physical, chemical and toxic properties of the chemical, • ergonomic - repetitive movements, improper set up of workstation, etc., • physical - radiation, magnetic fields, pressure extremes (high pressure or vacuum), noise, etc., • psychosocial - stress, violence, etc., • safety - slipping/tripping hazards, inappropriate machine guarding, equipment malfunctions or breakdowns.
  23. 23. Fire Safety Major potential hazard with high probability of occurrence. Possible causes of fire are; Cigarette Electrical short-circuit Kitchen fats & oils Boilers
  24. 24. Preventive & Damage Control Measures • Smoke Detectors • Fire Alarm • Ceiling water sprinkler • Fire Blankets • Fire Hose Reels • Signage (instructions) • First Aid Kits • Routine inspection & maintenance of wiring, equipment • Fire drills (mock drills) • Fire Extinguishers • Fire exits with battery- lit signs • Evacuation and assembly point
  25. 25. Fire Triangle
  26. 26. Knowing Fire Triangle • The triangle illustrates the three elements a fire needs to ignite: heat, fuel, and an oxidizing agent (usually oxygen). A fire naturally occurs when the three elements are present and combined in the right mixture, meaning that fire is actually an event, rather than a thing.
  27. 27. Extinguishing Fire Starve (Remove Fuel) Cool (Remove Heat) Fire Fighting Smother (Remove Oxygen)
  28. 28. Procedure in Case of Fire • Alert SecurityFO. • Don’t panic. • Warn others. • Sound Fire Alarm. • Don’t risk anyone’s life. • Call Fire Brigade. • Use Fire extinguisher, only if trained. • Close doorswindows. • Turn off electricity & gas supply.
  29. 29. Types of Fire • A - free burning materials, paper, wood, plastics • B - flammable liquids, petrol, diesel, solvents • C - Electrical short-circuit • D - metals, potassium, sodium, magnesium etc. • E - flammable gases, LPG, CNG, methane, hydrogen etc • F - cooking fats & oils
  30. 30. Extinguishing Metal Fire • "A Class D dry chemical fire extinguisher should be used if available, or else the fire should be covered with sand or magnesium foundry flux. • An easy way to put out small metal fires is to place a polythene bag filled with dry sand on top of the fire.
  31. 31. Types of Key & Custodians • EmergencyGrand Master Key- opens all doors, including double lock. GM is responsible. • Master Key: opens all doors, but not double lock. Executive Housekeeper is responsible. • Guest Room Service Key- opens 1 room. HK Assistant must sign on Key Register before taking the key and return at shift end. Signee is responsible.
  32. 32. Accident: Definition An unfortunate incident, that happens unexpectedly and unintentionally, typically resulting in damage or injury. The two most frequent types of accidents are; Slips, trips and fall Manual handling injuries
  33. 33. Reasons for Accident • Excess of hurry to do thing. • Carelessness. • Anxiety (worry, fear) • Dislike for work • Distraction & absent-mindedness • Negligence to follow safety rules
  34. 34. Frequent Accident Areas • Stairs • Balconies • Landings (A level area at the top of a staircase or between one flight of stairs and another.) • Ramps • Car Park • Bath Tubs & Showers • Lobby floor • Kitchen
  35. 35. Measures to Prevent Accident • HandrailsGuardrails • Non-slippery surface • Sufficient landing area • Obstruction-free path • Monitor staff’s health & behaviour • Proper lighting • Caution signage (wet, slippery etc.) • Protective gear & uniform
  36. 36. Accident Form • However careful you try to be, it is inevitable that some unfortunate or unforeseen events will occur. • All accidents must be documented and reported.
  37. 37. Why Accident Form is Necessary? • To find areas with frequent accidents, • Providing First Aid correctly • Calling Ambulance timely • Quick assessment of lossdamageinjury.
  38. 38. What is First Aid? • Help given to a sick or injured person until full medical treatment is available. • First Aid kit is a small box containing items such as bandages, plasters, and antiseptic wipes, for use in giving help to a sick or injured person, until full medical treatment is available.
  39. 39. First Aid Box: Items 1. plasters in a variety of different sizes and shapes 2. small, medium and large sterile gauze dressings 3. at least 2 sterile eye dressings 4. triangular bandages 5. crêpe rolled bandages 6. safety pins 7. disposable sterile gloves 8. tweezers 9. scissors 10.alcohol-free cleansing wipes 11.sticky tape 12.thermometer (preferably digital)
  40. 40. First Aid Box: Items 13. skin rash cream, such as hydrocortisone or calendula 14. cream or spray to relieve insect bites and stings 15. antiseptic cream 16. painkillers such as paracetamol (or infant paracetamol for children), aspirin (not to be given to children under 16), or ibuprofen 17. cough medicine 18. antihistamine tablets 19. distilled water for cleaning wounds 20. eye wash and eye bath 21. It may also be useful to keep a basic first aid manual or instruction booklet with your first aid kit. https://www.nhs.uk/chq/Pages/990.aspx?CategoryID=72&SubCategoryID=725
  41. 41. First Aid for Common Mishaps • Shock • Symptoms- fainting, vomiting, sweaty skin, pale (white) face • First Aid- make victim lie down, cover with blanket to keep warm.
  42. 42. • Cuts • Symptoms- bleeding • First Aid- stop bleeding by pressing firmly against cut. Wash with anti-septic lotion. Cover with dressing. Call emergency if bleeding continues. Dial toll free no. 102, Ambulance Call Centre in Bihar.
  43. 43. First Aid for Common Mishaps • Nose Bleeding • Symptoms- profuse bleeding from nose. • First Aid- make patient sit, head bent forward. Loosen clothing. Pinch nostrils shut for five minutes to stop bleeding. Call emergency if bleeding continues.
  44. 44. First Aid for Common Mishaps • Fainting (sudden collapse after standing in a hot, poorly ventilated area for long time) • Symptoms- excess sweating, giddiness, whiteness • First Aid- Make victim lie down, feet raised up. Upon regaining consciousness, take out in fresh air. Check for injuriesdamages for other help.
  45. 45. First Aid for Common Mishaps • Bone Fracture • Symptoms- Strong pain, sudden huge swelling • First Aid- relieve pressure on fracture point. Don’t try to re-align bone. Call emergency. Stop bleeding, if any. Apply ice-pack on swelling. If fainted and having difficulty in breathing, make victim lie down with head lower than body, and legs raised up.
  46. 46. First Aid for Common Mishaps • Burns & Scalds (burn caused by dry heat source & scald by wet) • Symptoms- burn sign and • First Aid- Rinse burned skin with cool water until the pain stops. Rinsing will usually stop the pain in 15 to 30 minutes. Do not use ice or ice water, which can cause tissue damage. Take off any jewellery, rings, or clothing that could be in the way or that would become too tight if the skin swells.
  47. 47. First Aid for Common Mishaps • Muscle Sprain & Strain: • A sprain is a stretch or tear in a ligament. Ligaments are bands of fibrous tissue that connect bones to bones at joints. • A strain is also a stretch or tear, but it happens in a muscle or a tendon. Tendons link muscles to the bones.
  48. 48. Strain & Sprain • Symptoms- pain and inflammation, and sometimes bruising, at the injured area. Depending on how bad the sprain or strain is, the pain may be mild, moderate, or severe. • First Aid- R-I-C-E treatment. Rest, apply ice pack, compress the swelling (with crepe bandage) & elevate the injured part above heart level to stop build-up of fluids.
  49. 49. Common Chemical & Biological Hazards in Hotels • Respiratory, dermal (skin related) and carcinogenic (cancer causing) hazards from chemicals in cleaning products • Mould and microbial contaminants • Infectious agents
  50. 50. Common hazardous substances in the workplace include: • acids • caustic substances • disinfectants • glues • heavy metals, including mercury, lead, cadmium and aluminium • paint • pesticides • petroleum products • Solvents.
  51. 51. Look for these on Packing. • hazard pictograms • signal words (such as danger and warning) • hazard statements (such as fatal if swallowed) • precautionary statements (such as wear protective gloves).
  52. 52. Use These. • Personal protective equipment (PPE) is clothing and equipment worn by employees, students, contractors or visitors to protect or shield their bodies from workplace hazards.
  53. 53. Categories of PPE • Respiratory protection - for example, disposable, cartridge, air line, half or full face Eye protection – for example, spectacles/goggles, shields, visors • Hearing protection – for example, ear muffs and plugs • Hand protection – for example, gloves and barrier creams • Foot protection – for example, shoes/boots • Head protection – for example, helmets, caps, hoods, hats • Working from heights - for example, harness and fall arrest devices • Skin protection – for example, hats, sunburn cream, long sleeved clothes • Other personal protective equipment: This may include PPE for specific tasks such disposable clothing for working with chemicals, radiation hazards, welding, painting. Examples include: lead aprons for x-ray protection; sleeve protectors, aprons, coveralls when using chemicals; leather jackets, trousers and spats for welding; thermal and cold protective clothing for work near furnaces and cool rooms.
  54. 54. Handling Emergency Situation • Terror Attack • Bomb Threat • Robbery • Theft • Drunken Guest • Death of guest • Natural Disaster • Workplace Violence
  55. 55. Terror Attack: Precautions • Respect all, suspect all. • Install CCTV • Metal Detectors • X-Ray Baggage Scanners • Sniffer Dogs • Body Frisking • Sand Bank Embankment • Permanent Para-Military Deployment • Modern Arms & Ammunitions • RegularRandom police Checks • Strict Employee background Check • Monitor use of Hotel Computers
  56. 56. Bomb Threat over Telephone • Inform Police and follow instructions. • Listen without interrupting. • Try to find details of bomb (place, time, colour, motive, identity) • Give Police the exact version of call. • Inform hotel authority. • Don’t spread rumours. • Don’t handle the bomb. • Evacuate the area. • Complete Bomb Threat Form.
  57. 57. Caller Profile: Bomb threat Concentrate on following to assist police investigation: Caller’s voice Accent Mannerism Age Sex Background sounds, if audible
  58. 58. Armed Robbery • Large amount of cash with cashier, jewellery and precious stones in Guest possession attract robbers to target hotels. • Preventive measures: Encourage guest to use safety lockers. Transfer cash out of public zones to safe zones regularly.
  59. 59. How to handle robbery attack • Quickly obey the order. • No sudden movement, or robbers might fire. • Do not talk, unless asked by robbers. • Do not confront or combat. • Try switching secret alarm in cash drawer, but extremely carefully. • Observe robbers without being obvious.
  60. 60. Robbers Description • Height • Build • Eye colour • Hair colour • Mannerism • Complexion • Clothes • Scar marks (to help police recognize) • Any identification mark or sign
  61. 61. Notice the following: • Direction of escape • Type of vehicle, colour etc • Registration number Observe these precautions: Do not touch any thing. (finger prints) Fill crime report form, with the help of all witnesses.
  62. 62. Handling Drunken Guest If the guest is not causing any issues, ignore but monitor for any signs of trouble. If causing issues, isolate to secludedback area as soon as possible. Do not touch the guest. Try sending to room or handover to any accompanying friend or family. If becomes unruly, ask Security to take charge of situation.
  63. 63. Death of Guest Within Hotel • Seal the area till police arrives. • Do not touch any thing. (evidences, fingerprints etc.) • Inform authority immediately. • Call hotel doctor immediately. • Call police. • Do not disturb other guests. • Call family, company or friends.
  64. 64. Violent Guests • Remove from hotel as soon as possible. If they are armed, police must be brought in.
  65. 65. Security Measures For Women Travelers Mirrored walls of the guestroom floor elevators, so that lady can see who is walking behind her. -Well-lit public areas such as lobby bars. -Valet parking services to avoid the need of a woman to enter deserted parking lot. -Assigning rooms closer to the elevator -If a woman traveler is not assigned a room on the special executive floor, hotels most often, on request, upgrade her accommodation to that floor without an increase in room rate. The floor is staffed almost 24 hours a day with a concierge