0. Chapter 7 Security and the Lodging Industry
Managing Front Office Operations Eighth Edition
(333TXT or 333CIN)

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

2. 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

3. Security Levels of Keys
Individual room
Section master
Floor master
Building masters
Grand master
Emergency key (E-key)

4. 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

5. 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

6. Identity Theft
Dumpster diving
Skimming
Change of address

7. Management’s Security Challenges
Balancing security with image of hospitality
Tailoring employee security information to specific jobs
Diversity of industry vs. security standards

8. 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)

9. Security Staffing: Contract Security Companies
(continued)
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

10. 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

11. 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

12. Legal Concepts Reasonable care Foreseeability Proximate cause
Negligence
Damages
Compensatory
Punitive
(continued)

13. Legal Concepts Trial court Plaintiff Defendant Summary judgment
(continued)
Trial court
Plaintiff
Defendant
Summary judgment
Directed verdict
Judgment notwithstanding the verdict
Appeals
Appellant
Appellee (respondent)