FRONT OFFICE AND GUEST SAFETY AND

SECURITY

INTRODUCTION

Providing security in a hotel means protecting people- guests, employees,

and other – and assets. Because the diversity of the lodging industry
makes national security standards infeasible, each lodging property or
chain must develop its own security program. Each hotel’s security
program should meet the hotel’s own particular needs.

The front office is a hotel’s communication center and serves as a

command center; it is the vital link between the hotel management and
the guest. When a guest calls for assistance because of fire, illness, theft,
or any other emergencies, it is usually the front office that must respond.
The staff on duty at the front office cannot leave and resolve the
emergency because they must continue to provide communication
services and process financial transactions. The security department staff
must react with speed and efficiency to serve the guests.

A security program is more effective when all employees participate in

the hotel’s security efforts. Front office personnel play a particular
important role. Front desk staff, door attendants, bell persons and
parking attendants have the opportunity to observe all the people who
arrive at or depart from the premises. Suspicious activities or
circumstances involving a guest or a visitor can be reported to the hotel’s
security department.

Security encompasses areas such as security of the property itself,

company assets, employees' and customers' personal belongings and
valuables, life security, personal security etc.
  
In all workplaces management stipulates that it is not responsible for
valuables and employees personal belongings (their handbags, items kept
in the personal lockers, etc.).  Yet management must take all possible
measures to prevent theft among employees and of employee belongings
through its hiring practices and through the implementation of effective
management, human resources and operational policies, such as:  

 Background checks of selected applicants

 Policies related to employees' entry to, and exit from, the workplace
 Spot checks of locker rooms and lockers
 Effective supervision and control during the work cycle
 Policies related to the discovery of criminal records and wrongdoing
among, and by,  employees
 Control of people entering and exiting the workplace

With regard to guest valuables, management informs guests that the

hotel is not responsible for valuables left in the room, advising them to
secure these in safety deposit boxes provided by the hotel.  Besides
taking care of security issues related to the people they employ (as
outlined above), management must undertake some necessary measures,
among which:

 Providing "secure" (safety) deposit boxes and areas to keep

valuables
 Policies and practices to ensure the security of these boxes and
areas
 Management and operational policies regarding the security of
guest rooms
 Management and operational policies regarding the security of
public areas
 Security policies and practices for the back-of-the-house areas
 Employment and training of security personnel
 Policies and practices to minimize the "presence" and "patronage"
of  "shady characters" and criminals, verification of registration and
check-in personal data and documentation submitted, and curtailing
free movement of unknowns on the premises, as well as direct, free
flowing communication with local, national and international
security authorities)
 Training of staff in guest and valuable security

Effective supervision and control procedures. IMPORTANCE OF A

SECURITY SYSTEM

The guest, who comes to a particular hotel, comes with an understanding

that he and his belongings both will be safe and secure during his stay at
the hotel. At the same time it is also quite important that the hotel staff
and assets are protected and secure. Hence it is very important to have a
proper security system in place to protect staff, guests and physical
resources and assets such as equipment, appliances buildings, gardens of
the hotel and also the belongings of the guest.
The management must take care that the security and safety
systems cover the following areas:

 Guest: Protection from crimes such as murder, abduction and

health hazards from outsiders, hotel staff, pests, food poisoning
etc.
 Staff: Providing staff lockers, insurances, health schemes, provident
funds etc. Protective clothing, shoes, fire fighting drills, supply of
clean drinking water use of aqua guards, sanitized wash rooms etc.

 Guest luggage: Secure luggage store rooms and proper equipment

such as luggage trolley and bell hop trolley should be provided.

 Hotel Equipments: Lifts, Boilers, Kitchen equipment, furniture fitting

and building etc. must be protected and for these the security and
safety should cover up fire safety equipment, bomb threat security
system, water floods security system, earthquake security system ,
safe vault security system etc.
  Protection of raw materials, goods, provisions and groceries etc. for
this the security system should cover proper storage and pest
control systems, apart from the application of total material
management system.

TYPES OF SECURITY:

1) Physical aspect
2) Security of persons

3) Security of systems

1) Physical aspect is divided into two parts a) Internal b)external

a) Internal security

Against theft
Fire safety
Proper lighting
Safeguarding assets
Track unwanted guests

b) External Security
Proper lighting outside the building
Proper fencing of the building
Fecing of pool area to avoid accidents in the night
Manning of service gates to restrict entry
Fixing of closed circuit TV cameras

2) Security aspects of persons

a) Staff

Effective recruitment and selection

Identification of staff
Key control
Red tag system
Training
Locker inspection

b) Guests:

Check scanty baggage guests

Guests suspected of taking away hotel property should be charged
according to hotel policy
Guest room security:
Provide wide angle door viewer, dead bolt locks, night torch, chains on
doors etc
Employees should be trained to not give any information abount in house
guests to outsiders
While issuing a card key ask for key card if in doubt of the guest.
House keeping staff should never leave keys expose on unattended carts
in corridors

3) Security aspects of systems:

Record of all losses and missing items immediately

Inventory control should be proper
Auditing should be done on a regular basis
Proper system for cash disbursements should be made

The term system implies the operations of the hotel eg: all the
equipment used for operation, procedures laid down for
operations and policies to be followed. Systems procedures and
policies if followed properly shall safeguard the assets and increase life
span of equipment as well as avoid any breakdown maintenance

This would mean the following:

Fix duties and responsibilities: Fix duties of staff members so that they
don’t interfere with others’ work.
Make surprise checks
Staff who have access to liquid assets should be made to sign a bond so
that in case of theft the concerned person can easily be caught
Hiring of some independent security company to check the security
system of the hotel

IMPORTANCE OF GUEST SAFETY

Several procedures front desk staff should use to protect guest and
property should be followed diligently. For example, front desk agents
should never give keys, room numbers, messages, or mail to anyone
asking for them without first seeing appropriate identification. The front
desk staff should not announce an arriving guest’s room number.

Guests may be further protected if the hotel prohibits staff members from
providing guest information to callers or visitors. Generally front office
staff should not give out guest room numbers. People calling guests at
the hotel may be directly connected to the appropriate guest room
without being told the room number or may be scanned (as per guest
request). Those inquiring in person about a guest may be asked to use
the house phone to call the guestroom

CREATING A SAFER ENVIRONMENT

At the policy level there is a need for stringent laws against terror for
creation of an overarching climate unfavorable to the development and
expansion of terrorism.

Within the broad safety umbrella, the tourism industry needs to work on
a plan guaranteeing a higher degree of safety to tourists from the point of
entry to that of exit. This would include airports, road, rail transport,
hotels and tourism destinations. Travel, especially for women, should be
safer and include radio or GPS monitoring of taxis by a control room so
that they do not go astray.

it might be the right time for the hospitality industry to converge on a

common set of security standards that are well defined and
internationally accepted. Such measures would help win the confidence of
travelers, especially international ones. Guests should be checked along
with their baggage by X-ray machines and metal detectors. The screening
should start at the very entrance so that situation such as what took
place in Marriott in Karachi is not replicated. Effective security systems
and intruder deterrents should be in place so that hotels can react
immediately to the situation. The security especially at the entry points
and perimeters should be strengthened so that an easy walk in, like at
Mumbai is not facilitated. It should be supported by latest technology, for
example a sensor like system by way of which the general manager
would know that the initial security had been breached and an immediate
action may be initiated.

This may be also be linked to an external control team in the government

with a specified person in charge who would then initiate a coordinated
action plan given the range of different agencies required for the rescue
efforts.

Knowledge of hotel layout and who has this knowledge has emerged as a
crucial differentiator in the terror war. The captured terrorist disclosed
that they were familiarized with the hotel layout through videos hence
video/photography that could potentially compromise the security of the
hotel must be prohibited. Even hotels that give guided tours on their
websites must abstain from showing layouts and focus only on the
attractiveness of their facilities. attractiveness of their facilities.
TECHNOLOGICAL PRODUCTS/DEVELOPMENTS THAT NEED TO
COME TO INDIA

 Stricter checking procedures for every individual entering in India

such as photo ID, finger prints, baggage checks etc
 Advanced technology in CCTV to have coverage more clear with
additional facilities to cover building surroundings
 CCTV to be programmed online with the help of the wireless
application network, so that we can see that from any part of the
world.
 Various weapons can be kept in the premises with necessary
license for trained personnel
 Advanced explosive detectors
 Bollards which can stop a vehicle with a six ton load approaching at
60kmph
 Electric perimeter fencing
 Use of video analytics
 Auto number plate recognition system
  Face recognition system
 Radio frequency ID based access control and smart card
applications.

IP (Internet Protocol) surveillance is now making hotel security foolproof
IP surveillance system is a part of the upgraded IT infrastructure which
can install to ensure safe and seamless functioning at their units.
 Deploy as many IP surveillance cameras as possible around the
hotel; by means of several view points to detect dubious movement
 Continuously observe all guests and their colleagues entering the
hotel and other points of sale(restaurant, spa, guest public areas)
 Hotels should capture and store images from IP surveillance
cameras in and 50 kms away from the hotel.

 Maintain offsite backups and hotels should store guest profiles and
business data from PMS,S&M<HR and accounts applications at least
50 kms away from hotel site.

 Data backups are an essential part of disaster recovery plan and

contribute in crisis management situations. Reports like guest in
house, arrivals for the day, expected checkouts, checked out in the
past few hours should be emailed to a monitored hotel email ID ho
handle any unforeseen crisis.

LOST AND FOUND

The operation of lost and found in the hotel is assigned to the

housekeeping department and in some hotel this may be taken care by
the security department. Nevertheless, most guests will contact the front
desk when they attempt o locate missing belongings. Clear procedure
should be developed for inquires concerning lost and found items. All
telephone calls about lost and found items should be directed to the
department/person concerned.

To avoid conflicting information to the caller, no one else but the

authorized employee or department should discuss lost and found items
with the guest.
When a hotel employee discovers a mislaid article, he or she should
immediately bring it to the attention of lost and found personnel. In some
properties, such items are kept at the front office till the next day
morning to facilitate claiming by guests. Unclaimed articles are then
forwarded to the lost and found department for inventory.
The following details are filled up in the inventory book/sheet.
 Complete description of the article
 Time and place where it was found
 Name of the finder (employees)

Employees responsible for the items should ask the caller to provide a
description of the item, and to estimate where and when it was lost. Lost
and found articles are stored till it is claimed by the owner or for the
length of time designate by management policy.

Under no circumstances should a found article be mailed to the address

on a registration card without the guest’s explicit permission. The hotel
should send a letter to the guest that asks him or her to contact the hotel
to identify the found item. Once ownership of the item is established, the
item can be mailed to an address specified by the guest. Employees
should keep record of all such actions. Unclaimed articles beyond a
certain period of time are either give off to charity, or auctioned off or
give to the finder as deemed by the management.

SCANTY BAGGAGE

It may not be possible to refuse a room for all scanty baggage guests.
Forethought and caution are the only mean of avoiding a potential
skipper. Precautions to be taken for guest, who arrive in the hotel with
scanty baggage:
 Insist on a advance payment
 Monitoring the housekeeper’s report
 Ensure Interim/part payment for long staying guests.

SKIPPER

Experience helps a hotel staff in detecting skippers. There are various

subtle indications, which help them to ‘smell a wrong guest’. This includes
an absence of luggage (scanty baggage) & a lack of corroborative
evidence of identity, evident nervousness and a reluctance to provide
registration details.

Housekeeping staff can check whether the guest has unpacked very much
personal belonging. A minimum of toilet articles & an unlocked suitcase
are strong grounds for suspicion. Update of scanty baggage should be
intimidated to the lobby manager & security personnel.
MEDICAL EMERGENCIES

Lodging properties need to be prepared for the possibility of a serious

illness, an injury, or even the death of a guest or employee. The hotel’s
security staff should be knowledgeable and ready to deal appropriately
with such unfortunate incidents. Front office personnel usually will
perform an important communications function in the event of medical
emergencies. Many hotels maintain lists of nearby physician, dentists,
hospitals, ambulance services, and other medical professionals and
facilities. These lists are kept at the front desk or with the telephone
operator.

BOMB THREAT

Precautions and measures that may be taken in the above case:

1. Security nets and body searches for guests not known to the
staff.
2. Banqueting suites and other non-public areas should be
security checked and locked after use

3. Goods received and bags should be checked and kept tidy.

4. If a bomb threat is received via telephone, the telephonist

should note carefully what exactly is said, the time of the call
received the accent of the caller and background noise if any.
After the alert the GM should stay put in the lobby where he
can be reached easily.

5. Duties and responsibility of staff during an emergency should

be well-defined.

6. The hotel should work closely with the police to keep them
updated.

7. Chamber maids and HK supervisors should be trained to

conduct security checks in the guest rooms.

SECURITY MEASURES FOR WOMEN TRAVELERS

-Mirrored walls of the guestroom floor elevators so that you can see who
is walking behind you
-Well-lit public areas such a s lobby bars
-Valet parking services to avoid the need o a woman to enter the parking
lot
-Assigning rooms closer to the elevator
-If a woman traveler is not assigned a room on the special executive floor
, hotels most often on request, upgrade her accommodation to that floor
without an increase in room rate. The floor is staffed almost 24 hours a
day with a concierge .

Fires in the hotel may result in the injury and loss of life of both the
guests and the staff.

Main causes of fire are:

i) Smoking:

-Smoke only where allowed.

-Put out cigarettes in the right place.
-Sufficient ash trays should be provided in eating places and in rooms,
but away from curtains and draperies.
-Educate the guests about fire possibilities due to smoking.

ii) Defective wiring, faulty appliances and motor and worn out
insulation
Such hazards should be immediately reported to the concerned person
and such equipment should be immediately repaired

iii) Laundry Areas:

Care should be taken to see that none of the electrical equipment is left
on after use

iv)Gas leaks:
Precautions should be taken against this especially in kitchen areas.

v) Combustible waste
Combustible material should never b e left near the boiler room

vi) Kitchen
All equipment such as chimneys, exhausts, ventilators, grills, hoods etc.
which collect a lot of fume vapor and catch fire easily should be cleaned
regularly.

vii) Elevator shafts:

These require constant check and inspection. Cigarette butts can ignite
the debris and oils that gather at the bottom of elevator shafts . The front
office is often responsible for monitoring fire alarms and alert systems.
The government bodies make it mandatory to have evacuation plans,
highlighting fire exits and other information for guests in case of fire to be
put in the corridor/rooms.
The following point may be noted in case of fire evacuation:
 In case of fire, the front office & telephone operator is in-charge of
notifying the guests in danger area to evacuate. A calm business
like message will get the people out and may avoid needless injury
& death.
  Senior staff/managers at location will give order for the evacuation.
Keys located at emergency exit should be used.
 Special attention should be given to guest like elders, children,
physically challenged, the sick, etc.
 The staff should search all guest rooms & look under the bed, in
closets, bathroom & ensure that no one is left out.
 Do not use an elevator as a fire exit. Smoke, heat, and fire may put
it out of operation.

As a general rule, the guest checking in should be informed about the
escape route map, which is placed behind every room door & elevators.

A hotel fire brigade is formed with members for all department of the
hotel & trained by the local fire authorities and the security personnel.
Training session should include operational procedures & information on
applying the appropriate type of fire extinguishers. Installation of smoke
detector, fire jets in every guest room is made mandatory.

FIRE: WHAT SHOULD FRONTOFFICE STAFF DO?

 Stay calm
 Phone the fire department
 Contact the general manager and all the department heads
 Retrieve the room status and in-house guest listing, emergency
reports.
 Compile a list of disabled guests who need assistance
 Phone all occupied rooms and inform occupants of the situation.
Instruct guests to feel the door before opening, if it is cool they
should leave the room with their keys and follow emergency exit
signs (don’t use the elevator). if a guest encounters smoke or
cannot leave the room he or she should notify the front desk, seal
all cracks under the door ,turn off the air-condition and fan hang a
sheet from the window and fill the tub with water
 Keep a list of any room in which guest could not be contacted ,and
any guests who were unable to leave their room because of smoke
or fire
 Lock the cash drawer and take the key while leaving the area.
 Take all the reports (room status and in-house guest listing, guest
with room no who need assistance along with guest registration
details while leaving the building.

Fires in the hotel may result in the injury and loss of life of both the
guests and the staff.

Main causes of fire are:

i) Smoking:

-Smoke only where allowed.

-Put out cigarettes in the right place.
-Sufficient ash trays should be provided in eating places and in rooms,
but away from curtains and draperies.
-Educate the guests about fire possibilities due to smoking.

ii) Defective wiring, faulty appliances and motor and worn out
insulation
Such hazards should be immediately reported to the concerned person
and such equipment should be immediately repaired

iii) Laundry Areas:

Care should be taken to see that none of the electrical equipment is left
on after use

iv)Gas leaks:
Precautions should be taken against this especially in kitchen areas.

v) Combustible waste
Combustible material should never b e left near the boiler room

vi) Kitchen
All equipment such as chimneys, exhausts, ventilators, grills, hoods etc.
which collect a lot of fume vapor and catch fire easily should be cleaned
regularly.

vii) Elevator shafts:

These require constant check and inspection. Cigarette butts can ignite
the debris and oils that gather at the bottom of elevator shafts.

HANDLING EMERGENCY SITUATIONS

Apart from fire and bomb threat etc. the front office staff at some point of
time have to handle a lot of unusual situations also. Some such situations
may be death and illness of guests, theft in hotels etc and many others.

1) DEATH OF A GUEST IN THE HOTEL

 Once the information comes to the front desk it should directly be

reported to the front office manager.
 The front office manager will then report it to the GM or resident
manager
 The security manager should also be informed immediately
 The police is informed and the hotel doctor is summoned who will
check and confirm the death
 Meanwhile the hotel will locate the residential address of the deceased
and will inform the relatives.
 Once the police complete all formalities and activities and gives the
permission, the dead body is fully covered and then removed from the
room on a stretcher. For this purpose the service elevator and not the
guest elevator is used
 A death certificate is obtained from the doctor
 A report should be prepared as to who informed of the death, time,
room number and date of death. In case there is any luggage of the
deceased in the room a list should be prepared and the luggage should
be kept in the luggage room and the person performing this activity
should sign this report
 The guest room is locked and sealed.
 After obtaining clearance from the police the room is opened and
thoroughly disinfected and spring cleaned and only after permission of
the police and subsequent permission of the GM or resident manager
the room should be sold.

Some important facts to be kept in mind are:

 Donot enter the room alone always take the lobby manager and
security officer with you
 In case you are aware that the deceased was under the treatment of a
specific doctor, the same should be called instead of the hotel doctor.
His physician will also be helpful in knowing and notifying the incident
to the relatives and people known to him

 Donot disturb the body or touch anything before the arrival of the
police as this may be a murder or suicide case.

2) HANDLING ACCIDENT CASES

 A knowledge of first aid would come very handy in such situations. In

general the following points should be taken care of :
 Remove the person who has met with accident from the site of
accident {as early as possible and take him to a more comfortable
area, use a stretcher in case the need be}

 Call the doctor and if possible give him the details of accident and
gravity of the accident.

 Take someone along with you to the site of the accident as you may
need help

 Keep alert you must serve the victim immediately by providing first
aid

 Try to protect your establishment from any false allegations

Prepare a full report of the whole accident giving details of the date and
time who reported the incident, room no., site of the accident etc. Also
make your comments as to the reason of the accident and how could it
have been prevented and what action is to be taken to avoid the same in
the future.
THE ACCIDENT BOOK

- An accident book is usually maintained in all organizations and the

receptionist should record all details of accidents which have occurred
to employees whilst carrying out their daily activities.
- The book must be kept in a place easily accessible by any injured
person or a person bona fide
- Particulars of an accident may be entered here in either by the injured
person himself or by a person acting on his behalf
- The accident book when filled up should be preserved for a period of
three years after the date of the last entry
- Every employer is required to take steps to investigate the
circumstances of the accident recorded and if there happens to be any
discrepancy between the circumstances found by him and the entry
made, he is required to record the circumstances so found.

3) SITUATION OF THEFT:
Theft is divided into four categories:
I. Theft by employees of the hotel can be avoided by:
- Work business and personal references should be checked
before the employee is hired.
- A detailed record of all employees who enter the guest room
such as chamber maids bellboys room boys maintenance etc
- All hotel keys should be returned to the department
concerned and no employee should be allowed to take keys
out of the hotel’s premises.

II. Damage of hotel property by the guest can be avoided by:

- The hotel staff should identify the main cause for the damage.
- If the damage is appears to be done intentionally the hotel
can ask the guest to pay compensation for the same. For this
it is necessary that the front desk is well versed with the cost
of the damaged item.

III. Theft of hotel property by the guest:

Can be avoided by taking the following steps:
- Installing automatic locks on the guest room doors
- Appointing a security officer who would walk and take rounds
at regular intervals
- Inform guests to use the safe vault of the hotel and not to
keep valuables in the guest room
- Keep a watch on walk in as their likelihood of being a thief is
more as compared to a guest who has undergone a process of
making a reservation in the hotel
- Avoid giving room numbers of resident guests to visitors or
over the telephone callers.
 -In case the guest loses his key and asks housekeeping to
open the room door for them, HK should direct them to front
desk
- Master key should be kept under strict supervision and control
IV. Theft by outside visitors can be avoided by:
- being aware of suspicious persons
- regular and irregular schedule of vigil and rounds
- Stagger lunch and rest periods of employees so as to keep
one person on duty on each floor at all times
- Instruct eh telephone operator not to connect calls to the
guest room incase the request is made by the caller by room
number. The receptionist should insist on knowing the name
of the guest who the caller wishes to speak to.
- Guest should be informed to keep the balcony door closed to
avoid anyone entering the rooms from the balcony
- Closed circuit televisions should be used

4) Situation of illness and epidemics:

- The receptionist may be called for assistance during sickness of a
guest.
- Patient should be advised to consult the house physician but in case
the guest has his own physician the same should be called.
- Housekeeping needs to be notified about the sickness and
instructions if any
- If the case of serious sickness, the guest should be moved to a
nursing home
- During epidemics all precautionary measures especially in food and
beverage service area should be followed

5) HANDLING A DRUNK GUEST

- The guest should be removed from the lobby as early as possible
but being careful not to irritate/offend him.
- Preferably taken to the back office or to his room.
- If he behaves unruly, the hotel security must be called.

EARTHQUAKES

There is little or no warning about an earthquake, so there will be no

time to alert guests about the emergency. Several actions may be
helpful to all persons, including front desk employees and guests in
their rooms or throughout the property.

 Remain calm: do not panic or attempt to go outside, protect

yourself
 Act quickly: move away from windows, temporary walls, or
partitions, and free standing objects such as cabinets and
shelves
 Duck: stoop or drop down to the floor
  Cover: take cover under a sturdy desk, table, or other furniture.
if it is not possible seek cover against an interior wall and protect
your head and neck with your arms
 Hold: if you take cover under a sturdy piece of furniture, hold on
to it and be prepared to move with it.
 Stay put: remain in position until the ground or building stops
shaking and it is safe to move. stay inside, do not attempt tom
leave the building during the shaking

SAFE DEPOSIT FACILITY IN THE HOTEL FOR SECURITY OF

GUESTS’ VALUABLES

- It is the responsibility of management to develop and maintain proper

safe deposit procedures for its property.
- If this facility is available for guests, notices regarding it should be put
up in various conspicuous/noticeable places in the hotel and also should
be mentioned to the guest.
- Safe deposit boxes should be located in an area, in vicinity of the front
desk and which has limited access. Unauthorized guests or personnel
should not be permitted inside the area.
- Front office staff should be well-versed with the procedures regarding
safe deposit boxes.
- Strict control should apply to the storage and issue of safe deposit keys.
- At any point of time there should be only one key issued for each safe
even if more than one person is using the safe.
- Two keys are required to open a safe deposit box: one being the guest’s
key and the other being the control key/guard key put in by the
cashier/safe deposit attendant.
- After the verification f the identity of the guest, the safe deposit
attendant/cashier should accompany the guest to the safe deposit area
where in clear sight should make use of the control key and the guest’s
key to open the safe.

Sometimes the hotel may not be able to meet

the demand for individual safe box; in that case a large box containing
the belongings of more than one guest is used. Each guest’s belongings
are put in an envelope which is sealed. The key to this box is stored in a
secure place and a log is maintained which records an entry each time
the key is used to open the box