“ I once stayed at an airport hotel in New Jersey. It was night when I got to my room and I was amazed at the bolts and chains and the amount of security notices on the back of the door. I went to bed but, as I was falling asleep, the telephone rang. I picked it up and the voice on the end of the line said, “Is Joey there?” I said “no” but he said, “Tell him I’m coming up. He’s going to get it.” I stayed awake worrying all night.” - Loyd Grossman

PROTECTING THE ASSETS: GUESTS, EMPLOYEES, STRUCTURES AND CONTENTS CHAPTER 2

Security Department Role  Hoteliers have had a traditional responsibility to protect travelers who choose to stay at their inns.  From 15 th century on, English common law required innkeepers to provide for the safety of their guests.

Security Department Functions – Plans, schedules, supervises and evaluates the work of the security staff – Enforces security, safety and emergency policies and procedures – Researches, develops and implements security, safety and emergency policies and procedures – Advises management on issues related to risk management and safety/security. – Maintains worker’s compensation reports and other communication between insurance companies and the hotel – Acts as hotel liaison with law enforcement agencies and fire departments.

Security Department Traditional Responsibility According to Burstein, security’s overall objective is to “protect and conserve an inn’s assets, provide for the reasonable protection of its guests and staff and prevent losses, not just crimes”

Security Department 1)Reasonable Care  The care given guests should be that of “an ordinarily prudent person”  Managers are expected to be cautious, sensible and practical in the ways they protect guests  Example: PAGE 17

Security Department 2)Foreseeability  If a manager could or should have foreseen that something dangerous was likely to happen, then he or she is requred to protect against that possibility.  Example: PAGE 18

Security Department 3)Proximate Cause  Refers to the relationship between what happened to the guest and any act of negligence by the hotel.  Example: PAGE 18

Court-Mandated Security Standards  Specify standards of security for hotel management  There are 3 categories: Physical or property related Personnel related Administrative or procedure related

Court-Mandated Security Standards Physical or Property Related –Locks o Electronic locks are considered safer than the more traditional system o Most hotels have, as standard equipment, viewport or peepholes, safety chains and mechanical locks with deadbolts o Door and locks must be sturdy enough to withstand attack.

Court-Mandated Security Standards Physical or Property Related –Lighting o Courts have mandated that hotels provide sufficient lighting in halls and other guest areas. o Lighting is a relatively inexpensive way to implement security for example brightly lit parking areas can deter potential criminals who wish to remain invisible o Particular attention should be given to: a)Entranceways b)Corridors c)Steps d)Walkways e)Recreational areas f)Parking facilities

Court-Mandated Security Standards Physical or Property Related –Remote Monitoring Cameras that are monitored by security staff are recommended in the literature as protection devices in remote or less trafficked areas of the property. –Limiting Access  Seeing people on elevators from the front desk  Having hotel entrances and guest floors that are well lit so no one can hide  Ensuring that exterior lighting is not screened by landscaping features  Having a layout that maximizes openness and an awareness of who is in the building.

Court-Mandated Security Standards Personnel Related  Hotels are expected to:  Hire security personnel to patrol both guest and other areas of the hotel  Hire armed security guards in locations where there are high rates of criminal activity  Train and instruct those armed security guards  Train all employees in how to report and deal with criminal activity in the hotel

Court-Mandated Security Standards Personnel Related  Security Personnel  Hire full-time staff  Contract with a local security company  Hire local off-duty police  Role of Employees  Training of employees to be the front line of defense in obtaining information for the security department tends to focus on the front office.  Example: PAGE 27

Court-Mandated Security Standards Personnel Related  Human Resources  the HR department can be instrumental in ensuring a first line of defense for the hotel by virtue of the type of employees hired.  The amount of care given to hiring  The training provided  How the employee is supervised  Housekeeping  Front office  Engineering  Training

Court-Mandated Security Standards Administrative or Procedure Related  Management is expected to:  Be aware of criminal activity in the area around the hotel  Inform guests about dangerous areas and/or crime in the area surrounding the hotels  Awareness  Policy for warning guests of previous criminal activity in the area.  Communication with guests

Court-Mandated Security Standards  Risk management combines an insurance program and its risk management tools with a safety and security department.  Threat assessment-to identify potential risks and areas where the hotel is especially vulnerable.  Threats can include any of following:  Simple and aggravated assault, Bomb threats and bombings, Burglary, Civil disturbance, Drug abuse, Gang activity, Gambling, Homicides, Imposters, Fraud, Kidnapping, Information loss, Robbery, Strikes, Vandalism and Terrorism.  Probability-looks at how likely it is that the threats just identified will occur

Court-Mandated Security Standards EMERGENCIES 1) Considerations The Federal Emergency Management Agency (FEMA) has established a list of considerations to assist in planning for an evacuation forced by an emergency. This agency suggests the following:  Identify the potential for evacuation. This will vary by geographic locale. Depending upon the hotel’s location, it may be necessary to plan for such things as hurricanes, floods tornadoes, winter storms or earth-quakes.

Court-Mandated Security Standards  Establish a chain of command. Employees need to know who has the authority to order an evacuation. Certain employees can be designated as “evacution wardens” to help evacuate guests and other employees and account for both.  Establish specific procedures for evacuation both from the hotel and from the community. Primary and secondary evacuation routes should be chosen and marked clearly  Determine which employees will close down critical operations and when they will do so.  Coordinate the hotel plans with those established by the local emergency office.

Court-Mandated Security Standards EMERGENCIES 2)Natural Disasters  Although natural disasters can occur quickly, the geographic location of the hotel can determine whether or not there is a real possibility of a problem occurring.  Science and technology make it easier to develop a response to acts of nature. 3)Fire Fire defense involves both fire prevention and fire protection.  Fire prevention-entails the control of heat sources and the elimination or isolation of the more dangerous fuels.  Fire protection-alarm evacuation, containment, fuel source.

Court-Mandated Security Standards EMERGENCIES 4)Robbery  The presence of cash on the premises makes hotels potential targets for robbery.  Most businesses tell employees to comply with the demands of a robber  Have a silent alarm in the cash drawer that is activated when a packet of specially marked bills is removed. 5)Terrorism  Hotels may be vulnerable than most buildings because of their accessibility to the public.  Problems can include bomb threats, kidnappings and hostage situations.