1. © 2009, Educational Institute
Chapter 7
Security and the
Lodging Industry
Managing Front Office Operations
Eighth Edition
(333TXT or 333CIN)

2. © 2009, Educational Institute
Competencies for
Security and the Lodging Industry
1. Explain important issues in developing and
managing a security program.
2. Describe the role that managers play in a property’s
security program.
3. Explain the importance of setting up a security
program, including security staffing and having a
liaison with local law enforcement.
4. Identify the elements of security training that are
critical to an effective security program.
5. List and describe the legal concepts and societal
concerns related to security issues.

3. © 2009, Educational Institute
Elements of a Security Program
• Doors, locks, key control, access control
• Guestroom security
• Control of persons on premises
• Perimeter and grounds control
• Protection of assets
• Emergency procedures
• Communications
• Security records
• Staff security procedures

4. © 2009, Educational Institute
Security Levels of Keys
• Individual room
• Section master
• Floor master
• Building masters
• Grand master
• Emergency key (E-key)

5. © 2009, Educational Institute
Common Security Procedures
• Never mention a guest’s room number aloud
• Require identification before issuing a key
• No one enters a guestroom without a key
• Valet parking control with 3-part forms
• Provide safety information in each guestroom
• No charge purchases without a key
• Require immediate reporting of security issues

6. © 2009, Educational Institute
Effective Ways to Secure
Card Numbers
• “Mask” card numbers; show only a portion
• Destroy obsolete transaction records
• Secure databases from unauthorized access
• Secure back-up tapes from unauthorized removal
• Use systems that encrypt card numbers

7. © 2009, Educational Institute
Identity Theft
• Dumpster diving
• Skimming
• Change of address

8. © 2009, Educational Institute
Management’s Security Challenges
Balancing security with image of hospitality
Tailoring employee security information to specific jobs
Diversity of industry vs. security standards

9. © 2009, Educational Institute
Security Staffing:
Contract Security Companies
• Screened, tested, and trained personnel
• Consulting services
Surveys on hotel security requirements
Debugging sweeps
Data processing security
Contingency planning: bomb threats/disasters
(continued)

10. © 2009, Educational Institute
Security Staffing:
Contract Security Companies
• Decision checklist
Guard training programs
Previous lodging experience
State certification, if applicable
Property inspection frequency
Staffing for large-scale emergency
Daily incident reporting to management
Liability and workers’ compensation issues
(continued)

11. © 2009, Educational Institute
Security Staffing:
In-House Security Staff
• Greater control over security officers
• More focused training
• Quality of personnel becomes hotel decision
• More effective integration with other hotel departments
• Career paths can reduce security officer turnover

12. © 2009, Educational Institute
Security Staffing: Off-Duty Police
Pros
• Superior training in reacting to security incidents
• Knowledge of the law
• Better able to recognize criminals
• Immediately recognized as authorities
• May enhance police response to incidents
Cons
• Trained more toward apprehension than prevention
• May be required to carry firearms
• May not be permitted to wear police uniforms
• Fatigue may become a factor

13. © 2009, Educational Institute
Legal Concepts
• Reasonable care
• Foreseeability
• Proximate cause
• Negligence
• Damages
Compensatory
Punitive
(continued)

14. © 2009, Educational Institute
Legal Concepts
• Trial court
Plaintiff
Defendant
Summary judgment
Directed verdict
Judgment notwithstanding the verdict
Appeals
Appellant
Appellee (respondent)
(continued)