Chapter 7 Security and the Lodging Industry

1. Chapter 7Security and the Lodging Industry Managing Front Office OperationsEighth Edition (333TXT or 333CIN)

2. Competencies forSecurity 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.

3. 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

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

5. 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

6. 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

7. Identity Theft • Dumpster diving • Skimming • Change of address

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

9. 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)

10. 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

11. 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

12. 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

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

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