2. Security Week 13 Subject : V0206 – Administrasi & Operasional Kantor Depan Year : 2009

3. Bina Nusantara 3 Subject Importance of a security department to effective front office management Organization of a security department Hotel law Room key security system Fire safety Emergency communication procedures Employee safety programs

4. Bina Nusantara 4 Objectives: On completion of this lesson, the students will be able to: -show the relations between the roles of security and front office in ensuring the hotel’s security and safety

5. Bina Nusantara 5 Impact of September 11 Attack One in three hoteliers fear for the safety of their properties 50 % of hoteliers had not increased investment in security Of those who are increasing security efforts: –State-of-the-art camera surveillance systems in public spaces –Conducting more staff security briefings –Hiring extra security guards –Creating security desks –Asking guests for id cards ( April 2003)

6. Bina Nusantara 6 Importance of a Security Department Front office is communication center for guests. Proactive role of the security department. setting policies in security for guests organizing safety programs delivering training programs on safety preventing emergencies to insure guest safety and avoid litigation.

7. Bina Nusantara 7 Importance of a Security Department Example of Marriott International’s adoption of Crime Prevention Through Environmental Design (CPTED). Entrances to the building – brightly lit, no hiding shrubs Hotel lobbies – visually open Guestrooms – electronic locks Guest amenities – make it possible for guests to call for help Parking - metal halide lighting with one entrance and one exit

8. Bina Nusantara 8 Organization of a Security Department Organization chart for a security department Review job analysis of the director of security Text narrative of the job analysis of a director of security. Relate the administrative and supervisory role. Note the interaction with various department directors, employees, governmental officials, and guests. Note the hotel’s obligation in the area of guest safety – to protect guest from negligent or deliberate acts of hotel employees, acts of other guest, and acts by non-guests committed on the premises

9. Bina Nusantara 9 In-house Security Department versus Contracted Security Services Foot patrol – walking the halls, corridors, and outside property of a hotel to detect breaches of guest and employee safety Security escort service – a uniformed security guard escorting a hotel employee to a financial institution to make bank deposits, for performing regular hall patrol, and for maintaining surveillance of the parking garage Gap created by contracted security services. Fire safety and security equipment maintenance Record keeping for fire safety and security equipment Safety committee Security guidelines for departmental operation Training programs

10. Bina Nusantara 10 Room Key Security Example of eSecure and Gibraltar locks from SAFLOK Hard-key system – traditional large key that opens a preset lock with tumblers Electronic key system – battery powered or hardwired locks, a host Host computer – produces new combinations, and –Maintains master list of combinations »keypuncher »key template »electronic lock with microchip to accept new key and registering all previous combinations unacceptable »computer and terminals, keypuncher, and special entry keycards

11. Bina Nusantara 11 Room Key Security Hard key vs. Electronic Key system. Hard key is less expensive at the time of initial purchase. Maintenance of hard key and locks, over time, will add up. Reissuing of hard keys to guest presents security problems. A new electronic combination for each guest is issued. Initial investment for electronic system has to be evaluated over the low cost of replacement of keys and locks and increased guest security. An audit of who opened the electronic locks (guest, front office staff, housekeeping personnel, maintenance staff, etc.) is valuable.

12. Bina Nusantara 12 Room Key Security –SmartCard another version of the electronic key – an electronic device with a computer chip that allows a guest or employee access to a designated area, tracking, and debit card capabilities for the hotel guest –Biometrics – a measurement of uniqueness of a human being such as voice, hand print or facial characteristics Fingerprint image is converted into digital form by extracting a set of unique characteristics; abstract data taken from the recording is then encrypted and stored in the data base as a template to be later used as a reference for comparison purposes

13. Bina Nusantara 13 Fire Safety Development of effective fire safety plans. Interpret and apply municipal fire safety codes. Construction materials Interior design fabrics Entrance and exit requirements Space limitations Smoke alarm installation and maintenance Sprinkler system installation and maintenance Fire drill testing Fire alarm operation and maintenance Guest expectations of a safe environment.

14. Bina Nusantara 14 Proactive - Fire Safety Fire Safety Plan –Equip all guest rooms and public areas with smoke detectors and tied into a central communications area. –Test and maintain smoke detectors –Install, maintain, and test fire alarms as required by local fire code regulations

15. Bina Nusantara 15 Fire Safety Plan Constantly monitor smoke detectors and fire alarms. Prepare and post floor plans showing fire exit location by area Provide instructions for employees and guest on where the nearest fire extinguishers and fire alarms are located, as well as procedures for building evacuation and fire safety procedures Develop a fire action communication procedure for front office personnel.

16. Bina Nusantara 16 Fire Safety – Employee Training Discuss training programs in fire safety and evacuation. Instruct employees on locations of fire exits, fire extinguishers, and fire alarms, and methods of building evacuations. Spot-check employees for knowledge of these locations. Ask for assistance from local fire departments to develop and offer training. Instruct guests on fire safety. Inform guests at time of registration that all rooms are equipped with smoke detectors, location of nearest fire exit from guest room, location of a fire extinguisher on guest floor, and method to report a fire.

17. Bina Nusantara 17 Fire Safety Training - Guests Encourage guests to read the fire evacuation guidelines posted on the door of the guest room with enticing promotions. Example – special coupons attached to guidelines on door (2 for 1 breakfast, free newspaper, etc.)

18. Bina Nusantara 18 Fire Safety – Panic Control Fire Communication Training Plan After a fire report is received, information on its location is reported to the fire department. Management and security are alerted. Guest and employee evacuation procedures are initiated and organized. Prior established procedures on communications are initiated.

19. Bina Nusantara 19 Fire Safety – Panic Control Front desk clerk will produce a list of occupied guest rooms. 101, 102, 103, 108, 111, 115, 119, 201, 203, 206, etc. Inform fire fighters of fire room location, and distribute duplicate copies of occupied rooms, and location of children or handicapped guests. Switchboard operator handles calls from inside and outside the hotel. Monitor the security of guest rooms, cash drawer, and inventory to avoid looting and pilfering.

20. Bina Nusantara 20 Emergency Communication Procedures Embassy Suites disaster incident. Emergency communication plan (non-emergency situation such as bomb threat, fire in adjacent building, gas leak, or electrical power outage) as listed in text. Discuss development of the Emergency Communication Plan Emergency Communications Manager on Duty Responsibilities of the Front Office Responsibilities of Other Hotel Departments Training

21. Bina Nusantara 21 Employee Safety Programs Establishing a Safety Committee: Discuss the innkeeper’s responsibility in providing a safe environment “…the innkeeper must periodically inspect the facility to discover hidden or latent defects and then to remove or repair those defects.” Importance of front line employees’ knowledge of the details of day-to-day hazards. Representatives from every department Discuss management’s participation needed to carry out long-range plans and clout needed to implement the procedures.

22. Bina Nusantara 22 Employee Safety Programs Department director’s encouragement of a safety-conscious attitude in employees: »Through proper operation of equipment »Through scheduling of adequate staff during busy time periods »Through follow-up on requests for repairs

23. Bina Nusantara 23 Departmental safety training programs. Review areas for concern specific to their department. Develop orientation program to highlight safety. Films Handouts Booklets Importance of maintaining integrity of regularly scheduled training sessions with detailed progress of participants. Importance of preparing a budget to include funds for additional labor hours, if needed, to offer training sessions at off-time periods.

24. Bina Nusantara 24 Group Discussion PROBLEM 1: Time 8.00 pm A guest approach the desk. He is respectably dressed but carries no luggage Guest: “Good evening, my name’s Skipper. I’d like a room for the night. I’ve just arrived from Paris but I’m afraid my luggage hasn’t. You know what airlines are like, ha..ha..ha..” The receptionist is aware that a guest answering to a similar description – though using a different name or names – has left several hotels recently without paying the bill.

25. Bina Nusantara 25 Group Discussion PROBLEM 2: Time 9.30 am Guest: (in state of agitation) “Me Senora Gomez. We ‘ave bin robbed. We leave our jewellery in locked room while we ‘ave meal. When we come back, windows broken, all gone!” The basic facts will turn out to be as stated. The windows of the Gomez’ room looks onto a garden which normally unattended at this time. The window can be reached via drainpipe, but only by an unusually determined and athletic burglar. No previous thefts of this type have been recorded. The missing jewellery can be assumed to have a value of £2000 - £3000. The hotel displays the standard Innkeepers Act disclaimer notice in the lobby, and a further notice on the inside of the bedroom doors advises guests to deposit valuables with reception for safe keeping.

26. Bina Nusantara 26 THANK YOU AND HAVE A GOOD DAY