Theft, Disturbances, and Suspicious People

 A guest who take towels or bathrobes  An employee who takes home anything, from paper to food supplies  A criminal hanging around the property looking for an opportunity to steal

 Lock storage and supply rooms.  Keep track of the number of guestroom items such as towels.  Bolt items such as pictures, television sets, and radios to guestroom floors, walls, and furniture.

 Use a labeling system that helps separate employee belonging form those of property.  Conduct bag checks at employee entrances and exits.  Enforce a package pass policy that identifies employee belongings from those of the property.  Install devices that can tell who entered a particular room and when.  Depend on honest employees to report dishonest ones.

 Be alert to suspicious people, guestroom security, access control, and key lock control.  Remind guest not to leave valuables in their rooms or cars-unless they lock them in the trunk.  Provide safe deposit boxes for guests’ valuables.  Warn guests about high-crime areas around the property and the city.

 Respond empathetically.  Call a supervisor or a manager right away.  Ask if the guests has other valuables that you can secure for him or her.  Tell the guest what you will do according to your property’s policies

Can you Name Two Examples of a Disturbance? Loud noises from the room next door keep guests awake. Someone in the restaurant offends a guest by talking loudly and using vulgar language

 Looking lost, nervous, or out-of-place  Hanging around in one area  Trying to enter employee areas  Going for room to room knocking on or trying to open doors

 Ask whether the person is a guest and ask to see a room key.  Remain calm and polite.  Offer assistance or direction.  Never accuse the person.  Never threaten the person.

 Complete the report as soon after the experience as possible.  Tell what happened.  Give the exact day and time of the incident.  Identify the people involved.

 Tell where you saw the suspicious person and why the person seemed suspicious  Give only the facts.  Re-read the report and make sure it tells what really happened.  Sign and date the report and give it to your manager.

1. Suppose a guest at your property has had valuables stolen from his room. After you have reported the theft to a supervisor or manager, you should: a. Tell the guest that the property will replace the stolen items after an investigation is complete b. Offer to secure the guest’s other valuables in your property’s safe deposit box. c. Apologize for the poor quality of your property’s door locks.

2. What should you do if a person is acting suspiciously at your hotel and you think the person looks dangerous? a. Inform security b. Ask to see a room key c. Ask the person to leave the premises

3. Areas in a property that are open only to guests, their visitors, and on-duty employees. a. Employee areas b. Public areas c. Guest areas

4. Areas in a property that are open only to employees on duty. a. Employee areas b. Public areas c. Guest areas

5. Areas in a property that are open to all people. a. Employee areas b. Public areas c. Guest areas