Managing Front Office Operations

1. Managing Front
Office
SQA I HOT 333

2. Security And The Lodging Industry
Developing the Security Program
Management’s Role in Security
Setting up the Security Program
Security and The Law

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

4. Doors, Locks, Key Control, and Access
Control A
Exercise good access
control in order to protect
guests & employees
Guestroom-access security
is top priority
Hotels have electronic locks
rather than mechanical
locks
Electronic systems can keep
track of every entry &
unauthorized entry attempt
New key codes are issued
each time a guest checks
in, typically programmed to
length of stay

5. Doors, Locks, Key Control, and Access
Control B
For employees, keys are coded
by department & have time
limits
Door also feature chains or
backup locks, deadbolts etc.
Locks are found on connecting
doors balcony or patio doors
Most hotels have multiple key-
security levels: individual room
key, section master key, floor
master key, building master key,
grand master key, E-key
All of hotel’s keys, no matter
what level should have controls
on them

6. Guestroom Security
In addition to
keys & control,
other security
measures &
procedures for
hotel guestrooms
Peephole in door
allows to see
outside
Hallways should
be brightly lit
Telephones are
important to call
for help when
necessary
Clear instructions,
such as “Dial 0 for
Emergencies,”
should be on or
near every
guestroom
telephone

7. Control of Persons on Premises
Controlling on premises most difficult issues
Private property, people can be excluded if necessary/appropriate
Surveillance systems—video cameras, motion detectors, other security devices—help monitoring &
identify don’t belong to hotel
Cameras are usually connected to monitors in the security office, front desk, telephone department,
and/or other areas where there is usually someone to watch
Motion detectors & other forms of passive security can be programmed to set off alarms

8. Perimeter and Grounds Control
Surveillance systems provide
security monitoring of such
outdoor areas as parking lots,
pools, tennis courts, and other
areas
Parking lots/garages should be
well-lit; they may also have
gates (sometimes manned) to
control access
Fences may be needed in high-
risk areas
Outside pools should be fenced
& gated
Valet parking attendants,
landscape staff members,
maintenance employees &
others should be trained to
watch for unauthorized people

9. Protection of Assets A
Hotel safe deposit boxes or in-
room safes can be used by
guests to protect their assets
Must sign signature card every
time they use their safe deposit
boxes, employees must verify
signatures before allowing
access
Safe deposit keys must be
secured at all times
Hotels have silent robbery alarm
at front desk connected to
police department
Hotels have more than one safe;
main safe & drop safe

10. Protection of Assets B
Bank audits, done on scheduled
basis or without notice, can be
used to protect contents of
cashier banks
Employee changing & locker
rooms should be secure & safe
to protect employees & their
assets
Hotels provide locks for
employees to secure their
clothing & other items in lockers
or lockable storage bags
Hotel departments have secure
storage areas for women’s
purses & employee personal
items
Front desks have lockable
drawers or other lockable spaces
nearby for employees to secure
personal items during shift

11. Emergency Procedures
Hotel have
procedures for
emergencies;
these are
included in
initial &
ongoing
employee
training
program
Hotels invite
local fire
department to
train
employees
Lifeguards
must be
properly
trained on
water safety &
CPR
Staff must
know what to
do during
robbery or
when guest
calls asking
medical
assistance
Hotel located
in hurricane or
flood-prone
area, staff
must know
what to do
If fire
reported, all
employees
should know
how to
respond
Employees
must be
trained in how
to assist
disabled
guests during
emergency
Hotel
standards
require guests
to be notified
in guestrooms
of emergency
exits &
procedures

12. Communications
Communication forms backbone of successful security program
During emergency situations, radios & pagers should be provided to key
personnel
Security information should be posted in high-traffic employee areas
Security should be frequent topic of conversation at departmental
meetings & others
Security intelligence should be reported to employees

13. Security Records
Security records allow management to track issues, protect hotel from legal action, & assist hotel with insurance claims
Security records include vehicle maintenance records & preventive maintenance records
Written reports to be made about robberies, assaults, personal injuries to guests or employees, & property damage or
theft
Activity that has security-related dimension should be recorded for future reference (E-key is issued or cashier audit)

14. Staff Security Procedures
Employees never mention guest’s room number out loud
Front office require identification from anyone who comes to asks for key
Room attendants should not allow anyone to enter guestroom without key
Valet parking attendants should use three-part form to control cars
Hotels should provide guest safety information in guestroom
Guests should be asked for room key or other proof of occupancy when want to charge purchases to rooms
Employees should immediately report possible security issues

15. Security Issues with Payment Cards
Hotels must be
extremely careful to
keep card data secure
Payment card
industry has imposed
comprehensive set of
security requirements;
all businesses that
accept payment cards
must comply with the
Payment Card
Industry Data Security
Standard (PCI DSS)
Payment card
industry standards
deal with collection,
storage, transmission,
& use of customer &
account information
Security issues
include payment card
fraud, identity theft,
& misuse of data

16. Identity Theft
Dumpster Diving
• Trash & Garbage
• Guest Personal
Information
Skimming
• CC & DB
• Number or Scan
Change of address
• Directing Billing
Instructions
• Change in
authorization

17. Effective Ways to Secure Payment Card
Numbers
“Mask” card numbers
on folios, POS receipts,
confirmations, screen
displays, and reports
Destroy obsolete
transaction records
Secure all databases
containing card
numbers from
unauthorized access
Secure back-up tapes
from unauthorized
removal
Use systems that
encrypt card numbers

18. Management’s Role in Security
Managers should develop security guidelines that address hotels’ unique
security needs
Once reviewed, security guidelines should be communicated to employees
Employee turnover & changes in job assignments, security guidelines should
be reviewed periodically
Lodging properties should clearly define the security role of their managers
All managers should be constantly alert to possible security breaches

19. Hotel Areas of Vulnerability
Hotels must be sensitive to
their hospitality image when
designing security programs
Hotels must use adequate
procedures for checking &
giving credit to guests, while
taking care not to offend them
Physical assets such as
tableware, ashtrays, linens, &
towels are often stolen from
hotels by guests
Employee theft is another area
of vulnerability for hotels

20. Hotel Security Requirements
Number of lodging
properties, variety of
lodging concepts,
varying communities
in which lodging
properties are located
all add to hotel
industry’s security
challenges
No two hotels have
same security
requirements;
therefore, national
security standards are
not feasible
Managers must create
& implement security
programs that are
uniquely suited to
their properties—not
an easy task

21. Setting Up a Hotel Security Program
Setting up hotel security program typically
involves following elements:
Establishing working
relationships with local
governmental agencies
Choosing whether to
use contract or in-house
security personnel
Creating an appropriate
& effective security
training program for all
personnel

22. Relations with Local Governmental
Agencies A
Important to establish relationships
with personnel in government &
agencies such as police, fire, health,
& emergency management
Coordinating their security plans
with local & regional law
enforcement agencies helps to gain
insight into community’s security &
emergency planning issues
Each government/emergency
agency requires special attention,
because each is unique
Security or loss prevention
department should be hotel’s
official contact with local agencies;
GM/FOM often assumes this role
Hotel managers should cultivate
cooperative relationships with local
law enforcement & other agencies

23. Relations with Local Governmental
Agencies B
Invite appropriate law
enforcement personnel to visit
hotel; hotels hire off-duty police
officers for purposes
Local fire department can train
employees how to use fire
extinguishers & help managers
identify fire escape routes &
create evacuation procedures
Hotels should establish
relationships with local hospitals
Hotel managers should be
involved in local & regional
emergency planning
Hotels & government agencies
should understand each other’s
needs

24. Security Staffing
Hotel must decide whether to hire
•Own full-time security personnel
•Outsource security function by contracting security
company
•Part-time protection with local off-duty police
officers
•Some combination of these options
Some hotels assign security
responsibilities to a member from
management, RM, EAM, HRM, FOM etc.
Some hotels have full-time security staff
If hotels hire their own security staff, they
must answer questions such as:
•Will this staff wear uniforms?
•Will some or all of staff be armed?
•Which work shifts need security personnel?
Lodging industry security executives
oppose use of firearms by security staff

25. Security Staffing: A
Contract Security Companies
Provide sophisticated security services at considerable savings
Provide screened, tested & trained personnel
Provide consulting services:
• Surveys of hotel security requirements
• Debugging sweeps
• Data processing security
• Contingency planning: bomb threats/disasters

26. Security Staffing: B
Contract Security Companies
What hotels should look for when hiring contract security company:
• Security guard training programs
• Previous lodging experience
• State certification (if applicable)
• Frequent property inspections to check on guards
• Ability to increase staff for large-scale emergencies
• Daily incident reporting to hotel management
• Good rate of client retention
• Potential liability & workers’ compensation issues if hotel managers give instructions to contract security employees

27. Security Staffing:
In-House Security Staff
Advantages of using in-house security staff include following:
Greater control over security officers
Training can be more directly related to lodging industry
Quality of personnel is under direct control of hotel
More effective integration with other hotel departments
More loyalty to hotel
Career paths can reduce security officer turnover

28. Security Staffing:
Off-Duty Police Pros
Superior training in reacting to security incidents
Knowledge of law
Better able to recognize criminals
Immediately recognized as authorities
May enhance police response to incidents
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

29. Security Training
Every hotel employee must be trained to identify security issues & take appropriate action
Everyone must understand limits of on-premises security officer’s authority
Employees should be given thorough security orientation when hired & ongoing security training throughout employment
Training should include aspects of protection of guests, general public, employees, assets of guests, employees, & property
Security needs of each lodging property call for development of individually designed security system & training
Hotel should write down its security standards & procedures in security manual to help train employees

30. The Authority of a Security Officer
Hotel security officer has no more authority than any other private citizen
Law permits injured party to bring lawsuit for damages against security officer, employing
property, for unreasonable conduct as false arrest, false imprisonment, malicious prosecution,
defamation, slander, etc.
Security officer should make citizen’s arrest only if police officer cannot respond in time & good
judgment requires prompt action

31. The Authority of a Security Officer
Security officers must be familiar with statutory arrest authority of private citizens
Arrest made without proper legal authority may constitute false arrest/imprisonment & could result in civil /
criminal liability
After citizen’s arrest officer can search someone for offensive weapon under certain circumstances
Such force as is reasonably necessary to effect lawful arrest or to prevent escape of person under custody; if
excessive or unreasonable force is used, security officer may be subject to criminal & civil action

32. The Team Concept
Goal of hotel’s security training
program is to turn hotel’s entire
staff into security-conscious team
Team concept, staff regard
security as aspect of their jobs
Staff should be instructed to
• Be alert for & report suspicious activities or persons
• Avoid confronting suspicious individual
• Report drug paraphernalia or other suspicious items
• Alert security when guests have large but empty pieces
of luggage
• Check on proper posting of innkeeper laws
• Check to make sure that information/tent cards
providing security information to guests are in their
proper locations

33. Security and the Law
Every state has its own statutes &
court rulings on innkeeper laws
Lodging managers & security
personnel should read innkeeper
laws of their state & review recent
court & jury decisions dealing with
hotel security matters
More & more lawsuits are being
filed every year, & lodging
properties are not immune from
this trend
Hospitality industry, with its
emphasis on people & personal
services, represents area where
possibility for litigation is very
great

34. Legal Concepts
Reasonable care Foreseeability Proximate cause Negligence
Damages
• Compensatory
• Punitive
Trial court Plaintiff Defendant
Summary judgment Directed verdict
Judgment, not with
standing verdict
Appeals
• Appellant (party appealing)
• Appellee (respondent)

35. ?
Any Questions