Security at Work
Key Control Procedures: A log can be used to monitor the distribution of master keys. This log should include the date, time and the name of the person who signed for a particular key. Every time an employee receives or returns a master key he/she should be required to initial or sign the log. The person issuing the keys should also initial or sign the log each master key transaction. In larger properties, the linen room attendants. At smaller properties, the executive housekeeper or the front desk may assume this function. Employees issued keys should keep the keys on their person at all times. Key belts wrist bands, or neck chains are recommended devices for keeping track of master keys. Master keys should never be left on top of a housekeeping cart, in a guestroom.
Operation of key systems within the establishment:
Ø The security of premises can be both expensive and time consuming, but more and more public and staff is demanding a higher level of safety.
Ø Complete security of areas is different security nee.
Systems:
· Grand master
· Master
· Floor
· Section
Ø Control – Security efforts may involve guestroom security, key control. Perimeter control and more.
Ø Each establishment is different and has a different security need.
Key control:
Ø
· An emergency key should never be taken from the hotel property.
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· When not in use on the property, a master key should be secured in a designated place for safekeeping.
· Only authorized personal should have access to master keys.
· Keys are issued to personnel based on their needs to use the key.
· A written record should be maintained of which employee’s have received a master key.
Ø A guestroom key - opens a single guestroom if the door is not double – locked.
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· Front desk agent should remain guests to return keys at check-out.
· Properties have reduced key deposits from each guest at registration.
· Key deposits also help to bring guests back to the front desk before he or she leaves.
· The front desk should work closely with engineering and maintaining to assure that guestrooms are rekeyed periodically.
· Hotels have been held liable for the theft of guest items from guestrooms because they failed to change door locks.
· A code number is typical stamped on the key in place of the room number, a master code list is maintain at the front desk.
· Employees should never take hotel keys from the property.
· Organizations required that all keys be returned to secured and placed in locked cabinet in a secured area of the property.
· Keys issued on a temporary basis should be recorded in a log.
· In the log it should indicate the reason for issue date, time out, time in, recipient’s name and issuer’s name.
· Whenever there is any known or suspected compromise of key, an unauthorized entry be key, or any loss or theft, every lock effected should be changed or rotated to another part of the property.
SECURE KEYS FROM UNAUTHORISED ACCESS AT ALL TIMES
v Always keep your keys with you – never leave them in locks or lying around while you are busy with something else.
v Don’t give your keys to:
· Any unauthorized person.
· Anyone that you feel might not understand the responsibility of security measures.
· External contractors, colleagues or guests or anyone who claims to have lost their keys.
Securing storage areas:
ü Through the building there will be areas designates as storage, whether for customers or staff.
ü Storage areas, particularly those allocated for customers.
ü Store rooms, refrigerators, freezers and cellars often contain a great deal of stock which constitutes some of the assets of the business, theses must be protected from potential loss.
ü Some items can be easily removed from the premises and are therefore a particular concern.
· Small items such as linen, cutlery, crockery, food, wine, toiletries, ect, can be easily concealed in a carrier bag pr package and removed without too much difficulty.
· Larger items such as equipment, food packages and computers can also be removed from the general need more thought and planning beforehand.
Securing access:
The following points show how you might prevent unauthorized access to certain areas:
· Ensure access to storage areas in restricted to specific individuals. Will make it easier to trace any missing items and is likely to reduce the risk.
· Limit the number of duplicate and master keys and keep a record of all key holders.
· Never leave keys lying around or in locks.
· Never lend keys to other staff especially master keys.
· Follow any organizational procedures regarding the reporting of lost keys.
Dealing with lost or missing property:
From time to time company, customer or staff property may go missing
v This can be due to a variety of reasons, such as:
ü Customer property may have been left behind
ü Company property may have been moved without people knowing and may, in fact, be misplaced rather then lost.
ü A member of staff may have been careless about returning property, such as dirty linen to the line room than lost.
ü Items may have been stolen from the premises.
Ø In most establishments there will be procedures for dealing with any missing property.
Ø If you discover that property has gone missing it is important that you follow the correct procedure.
Ø The type of information you should report will probably include:
« A description of the missing item/s
« The date and the time you discover the item/s were missing
« The location where item/s are normally stored
« Details or any searches or actions taken to locate the item/s.
Ø In some cases your organization may decide to report the lost to the police.
Ø If the police are involved, you may be required to give them information, so it is essential for you to be clear on the circumstances of the losses.
Procedures for reporting lost and found:
Many times the housekeeping department handles the lost and found function. Lost and found items should be stored in a area that is secured and has limited access.
« Length of time – all lost and found items should be kept for at least 90 days ( 13 months )
« Procedure for valuable items – all items should be tagged, logged and then kept in the hotel safe. Front office and management are informed.
« Procedures for passports – passport or any other identification documents is be kept for the period of time in the hotel safe. Unclaimed property is turned over to law enforcement authorities.
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Recording lost property:
v In most establishments there are procedures for recording lost property.
v This usually occurs personal property lost by customers, visitors or staff rather than property which have been deliberately removed from the premises.
v If someone report they have lost an item it is usually for this to be recorded in a Lost Property Book.
« The information required should be recorded clearly and accurately. This information can then be used as a reference point for nay property found on the premises.
« When recording lost property it is particularly important to take an address to telephone number so that the person can be contacted should the item/s be found.
« If you find property it is your responsibility to report the find so that it can be returned to the appropriate person.
« In some organizations, found property is retained for a period of, for example, 3 months and then either returned to the person who reported it or sent to a charity shop.
A lost property book form:
LOST PROPERTY RECORD
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Date /time loss reported
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Description of item lost
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Where item lost
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Lost by (name, address, tel, no)
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Item found(where, when, by whom)
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Action taken
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Ø Clear procedures should be developed for inquiries concerning lost and found items
Ø All telephone calls about or found items should be directed to the department responsible for the lost and found function.
Ø To avoid giving conflicting information to the caller, no one else but the authorized employee or department should discuss lost and found items with the guest.
Ø Employee responsible for the items should ask the caller to provide a description of the item, and to estimate where and when it was lost.
Ø The employee should record this information, as well as the guest’s name and address.
Ø Responding properties to guest inquiries depends on effective lost and found procedures.
Ø Lost and found items should be secured according to management policy.
Ø Under no circumstances should a found article be mailed to the address on a registration card without the guest’s explicit permission.
Ø The hotel should sent a letter to the guest asks him or her to contact the hotel to identify the found item.
Ø Once ownership of the item is established, the item can be mailed to an address specified by the guest.
Appropriate security practices with regard to equipment and materials
« Maintaining effective security should be the concern of everyone working within establishment will aspects of protecting people on the premises, looking after the security of the building and the property.
« May be staff within your own organization employed as security officers whose role will include al aspects of protecting people on the premises looking after the security of the building and the property contained within it.
« Effective security practices can be protected the profit of the business by reducing the likelihood of losses through, for example:
· Theft, whether through braking – ins causing damage to the building or through walk-outs where customers leave without paying for their service.
· Fraud, by customers or staff
· Missing stock
Your role:
« Handle all cash transaction away from the customer and preferable out of their sight.
« Keep your own belongings, such as handbags or w, secure and out of sight in a locked compartment or drawer.
« Keep alert to anyone or anything that looks suspicious, for example, an occupied car parked outside the building for a long period of time, boxes or ladders placed near to windows.
v These procedures are there both for your benefit and to minimize any loss to the business.
· Crime prevention – regular stock takes should be done , at least once per year.
· Misuse – stocking and issuing of goods will prevent wastage and pilfering.
· Cost reduction – control procedures for keys, linens, supplies, equipment and other items.
Security hazards
Hazards: Bomb threats, suspicious packages, suspicious people, broken items, missing items, faulty locks
Ø A main port of an employee’s work is to carryout procedures and comply with regulations which have been designed to encourage good working practices and to reduce the risks of injury to themselves and others.
Ø These regulations are also designed to make the working environment more comfortable and safe to work.
Employer’s responsibilities:
ü Provide and maintain plants and systems of work that are safe and without risks to health
ü Provide such information, instruction, training and supervision as will ensure the health and safety of employees.
Employees responsibilities
« Take reasonable care of your own health and safety.
« Take reasonable care for the health and safety of the other people who may be affected by what to do or neglect to do at work.
« Report any physical condition or systems, which you consider unsafe or potentially unsafe to a supervisor.
Hazard Spotting
1. When you spot a hazard, or potential hazard, remove it immediately ( if you can )and report the situation to your supervisor.
2. You may also need to place signs, such as “caution, wet floor” to warn others of the potential hazard they are approaching.
3. Take note of all signs warning of dangers or potential hazard, especially those associated with: use of machinery, hazardous chemicals , cleaning fluids.
Reporting a suspicious item
1. What the suspicious package looks like
2. The exact location of the suspect device
3. The precautions you have taken so far
4. The existence of any known hazard in the surrounding area
5. The reason for your suspicion
6. Any witnesses to the placing of the package or item
Dealing with a Bomb threat:
Staff should:
Ø Be aware of and follow establishment policy with regard to bomb threats and evacuation procedures.
Ø Evacuate your immediate work area
Ø Search you work area should this be your responsibility.
Ø Evacuate the premises and usher all guests/staff though appropriate exits to specified assembly areas. A count should be taken of all persons to determine their safety and minimizing the risk fatal accidents.
What to do if involved in violent situations:
Armed robbery:
« Do not attempt to delay or fight back when approached by a robber
« Remain calm and obey all reasonable commands
« Keep movements slow and careful with hands in plain sight
« Never lie
« Give robber what you can or wants
« Compile a description of the robbers while it is still fresh in your memory
« Compile a report of the robbery and hand it to your supervisor.
Terrorist attack or hijacking:
v Do not delay or fight back when approached by a terrorist or hijacker.
v Remain calm an obey all reasonable commands
v Keep movement slow and careful with hands.
v Never lie.
v Do not try to be a hero if lives are at stake
v Compile a description of the attackers while it is still fresh in your memory
v Compile a detail report of the attack while it is still fresh in your memory and give to supervisor.
Accidents (STAFF OR GUESTS)
Ø Remember that you will be held responsible in law for any accident that occurs because of your negligence.
Ø Health and safety legislation has been lad down to prevent and deal with accidents.
Ø The various state health and Safety at Work Acts are concerned with protecting the health and safety of employees and the public.
Your role
ü Whether or not there are security staff employed within your organization, you will find there are many situation within your working day where you need to be security conscious.
ü It is easy to become lazy in your working habits, which can lead to an opportunity being seen and taken advantage by thief
ü Example of this is when a casher leaves their cash drawer open after transactions, thus giving a guest the opportunity to remove cash from the till when the casher turns away.
ü Reporting of missing property, whether it be guest property or staff property of hotel/ restore property , is extremely important and required for insurance purposes.
ü Following your hotel/resort procedures in documenting missing property can assist in locating the missing item, and/or assist in catching the person responsible for taking the item
ü Daily work patterns can also offer an opportunity to be taken advantage by thief.
ü Security threats that could affect the guest and staff or your establishment include:
· Personal attack
· Armed robbery
· Theft of guest’s possessions
· Theft of establishment property
· Terrorist threats.
Sample in – house record of accident and dangerous occurrences
Full name of injured person:
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Occupation:
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Supervisor:
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Time of accident:
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Date of accident:
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Time of report:
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Date of report:
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Nature of injury or condition:
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Details of hospitalisation:
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Extent of injury (after medical attention):
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Place of accident or dangerous occurrence:
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Injured person’s evidence of what happened:
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Witness evidence (1):
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Witness evidence (2):
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Supervisor’s recommendations:
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Date: supervisor’s signature:
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