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.

1. Hotel Safety & Security
Challenges, Precautions, Preventive
Measures & Damage Control

3. 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.

4. 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

6. Types of Security:
•Physical aspect
• Security of persons
• Security of systems

7. 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

8. 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.

13. Security aspects of persons
Staff
• Effective recruitment and selection
• Identification of staff
• Key control
• Red tag system
• Training
• Locker inspection

14. 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.

16. Guests:
Check scanty baggage guests.
Guests suspected of taking away hotel property
should be charged according to hotel policy.

17. 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.

22. 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.

23. 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.

24. 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.

25. Hotel Security Staff
• Internal (employees)
• Contracted
Hotel prefers to hire ex-Army, ex-Para Military &
ex-Police as security staff & officers.

26. 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.

27. 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.

28. 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.”

29. 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.

30. 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.

31. 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.

32. Understanding Hazard
• Harm - physical injury or damage to health.
• Hazard - a potential source of harm to a
worker.

33. 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.

34. Fire Safety
Major potential hazard with high probability of
occurrence.
Possible causes of fire are;
Cigarette
Electrical short-circuit
Kitchen fats & oils
Boilers

35. 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

39. Fire Triangle

40. 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.

41. Extinguishing Fire
Starve
(Remove
Fuel)
Cool
(Remove
Heat)
Fire
Fighting
Smother
(Remove
Oxygen)

42. 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.

43. 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

46. 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.

47. 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.

48. 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

49. Reasons for Accident
• Excess of hurry to do thing.
• Carelessness.
• Anxiety (worry, fear)
• Dislike for work
• Distraction & absent-mindedness
• Negligence to follow safety rules

50. 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

54. 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

55. 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.

56. Why Accident Form is Necessary?
• To find areas with frequent accidents,
• Providing First Aid correctly
• Calling Ambulance timely
• Quick assessment of lossdamageinjury.

57. 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.

58. 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)

59. 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

60. 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.

62. • 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.

63. 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.

65. 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.

67. 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.

69. 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.

71. 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.

73. 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.

74. 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

75. 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.

76. 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).

78. 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.

79. 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.

81. Handling Emergency Situation
• Terror Attack
• Bomb Threat
• Robbery
• Theft
• Drunken Guest
• Death of guest
• Natural Disaster
• Workplace Violence

82. 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

87. 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.

88. Caller Profile: Bomb threat
Concentrate on following to assist police
investigation:
Caller’s voice
Accent
Mannerism
Age
Sex
Background sounds, if audible

89. 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.

90. 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.

91. Robbers Description
• Height
• Build
• Eye colour
• Hair colour
• Mannerism
• Complexion
• Clothes
• Scar marks (to help police recognize)
• Any identification mark or sign

92. 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.

93. 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.

94. 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.

95. Violent Guests
• Remove from hotel as soon as possible. If they
are armed, police must be brought in.

96. 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