Security Issues-----Security encompasses areas such as security of the property itself, company assets, employees' and customers' personal belongings and valuables, life security, personal security etc. If the, fire area should spread, more sprinklers are automatically opened, thus confining the, fire to a small area. 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. II. 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 management must take care that the security and safety systems cover the, Guest: Protection from crimes such as murder, abduction and health hazards from. They are 1) People: Guests health, comfort or wellbeing. These are the most frequent and, easiest to extinguish when there is an ample water supply and when water can be directed on, the combustible material .Keeping the other combustible material wet will limit the spreading, -These include fires of oil, gasoline, grease and other petroleum product. 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. 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. Security & Safety. The chemical reaction of acid and soda water creates a pressure which forces the water out of the cylinder or tank. 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, 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. Securing Online Data. D. Emergency situations (Accident, illness, theft, fire, bomb) 07 FRENCH. The building should be enclosed with a Fencing-High rise concrete wall, wired etc. The hotel staff should identify the main cause for the damage. Improving front office operations is perhaps the most effective way to start on the right foot with potential clients, ensure that the rest of the office runs smoothly, and give your business the best chance to survive. 0 0. The last thing a guest wants to have to consider is if the hotel is safe enough. Smart office. Goods received and bags should be checked and kept tidy. That’s why we’ve created The Essentials of Front Desk Safety & Security to help you gain the crucial techniques to handle these threatening situations and many more! extinguisher-  It can be used on C, D and E class of fire. Precautions and measures that may be taken in the above case: Security nets and body searches for guests not known to the staff. At the same time it is also, quite important that the hotel staff and assets are protected and secure. written and complete safety procedures and guidelines from management, safety training, and safety installations and equipment, e.g. Front desk agent, door attendants, bellpersons, and parking attendantshave the oppurtunity to observe all persons entering or departing the premises. -   Patient should be advised to consult the house physician but in case the guest has his own physician the same should be called. The front office reception staff receives the guest in the reception. 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. Supply more information to the Assistant Manager – Front Office. - Assist guest services, safety services, housekeeping, and engineering team - Maintain confidentiality of all guestsMust be able to multitask and prioritize departmental functions to meet deadlines Health & Safety You are responsible for all aspects of Health, Safety & Security within your team, in line with the Group Policy (HS001). Bomb threat security : Precautions and measures that may be taken in the above case: 1. Air contains O, is necessary for combustion. B. Guest Safety and Security Guest Safety and Security. The receptionist should insist. -   The book must be kept in a place easily accessible by any injured person or a person bonafide -   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. 2. Some important facts to be kept in mind are: Do not 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. They, must be able to recognize the various types of fire, all fire require air. The Main Security Functions of the Front Office is protecting the Guests and Property. Security Cameras:  Few Hotels have security cameras with digital technology, intelligent access central system, software interface with CCTV for matching undesirable visitors and criminals, interfacing with motion detectors, pocket lie detectors and spy cameras and use of biometric readers like hand key reader or face recognition system etc. control key and the guest’s key to open the safe. The front office along with security staff should alert all in-house guests by informing them to use staircases, not elevators. Effective supervision and control procedures. Co-ordination between Front office and Laundry Department. The floor is staffed almost 24 hours a day with a concierge 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. Water is not to be used for this class of fire. Apart from fire and bomb threat etc. Hotel Equipments: Lifts, Boilers, Kitchen equipment, furniture fitting and building, etc. -   Preferably taken to the back office or to his room. 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. 2) Property - Hotel Equipment, machinery, Hotel Room Supplies, fixtures & fittings, software, revenue, reputation etc. Security doesn’t end with physical safety: Hotels have become a … don't take advantage of the added safety provided to guests. That’s why we’ve created The Essentials of Front Desk Safety & Security to help you gain the crucial techniques to handle these threatening situations and many more! The temperature from the fire melts the fusible link on the detector, which opens a water valve. As we prepare for the potential spread of the COVID-19 virus, there are some precautions hotel managers and staff can take to improve guest and employee health and safety. Some of the security measures taken by hotels: While key card locks on guest rooms are quickly becoming the standard, some hotels still. For the guests safety and security, ... we need to make sure that our telephone staff such as the PBX operators, as well as the front office such as the receptionists, ... we can either explain to the outside caller that this person is not a guest at the hotel or we can explain that for guest confidentiality, safety and security… Some important facts to be kept in mind are:    Do not 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. At Best Western Sterling Inn, we have our own staff of trained security guards working 24-hours every day to provide the best in safety and security for our guests Defibrillation Units:  A life saving device in case of heart attacks, defibrillation units are starting to be deployed among police and emergency personnel across the nation. -   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. 1. Don't leave your company's security to chance. It is a semi portable system. In this system the fire hose box is  permanently located but the flexible hose can be moved to various distances throughout the building. Unauthorized guests or personnel should not be permitted inside the area. You meet, greet, screen, direct, soothe, and address the myriad needs of parents, students, staff, vendors, contractors, sales reps, delivery people and countless others who come to the main office each day. The linen allows some water seepage through it which will prevent its, Apart from fire and bomb threat etc. In this system the fire hose box is, permanently located but the flexible hose can be moved to various distances, throughout the building. Front Office Functions for Guest Security safety of furniture, equipment, appliances, and utensils. Front ofce and guest safety and security. b. -   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 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 in case the request is made by the caller by room number. Fecing of pool area to avoid accidents in the night, Manning of service gates to restrict entry, Guests suspected of taking away hotel property should be charged according to hotel policy, Provide wide angle door viewer, dead bolt locks, night torch, chains on doors etc, Employees should be trained to not give any information about in house guests to outsiders. The receptionist is a company’s first line of defense when it comes to office security. 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. Bardi (2010) points out that the front desk helps people in making their preference towards a hotel, which means that the front desk operations play an integral role in losing or winning a potential customer. The hose is used to direct the flow of water to the fire. Anyone involved with the safety and security of your organization's front desk will … After the alert the GM should stay put in the lobby where he can be reached easily. fire fighting units, regular maintenance schedules for safety equipment and installations, wider traffic areas (to prevent accidents), adequate staffing, and last but not least, continuous effective training in work procedures. Chamber maids and HK supervisors should be trained to conduct security, -Mirrored walls of the guestroom floor elevators so that you can see who is walking behind, -Well-lit public areas such a s lobby bars, -Valet parking services to avoid the need o a woman to enter the parking lot, -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. -Put out cigarettes in the right place. Of no lesser importance is the safety of work tools and work procedures covering all areas, such as stable ladders, secure shelving, safety shoes, well-fitting work garments, clearly. Main causes of fire are: i) Smoking : -Smoke only where allowed. b.   CaCl 2  fire extinguisher- It is also used on class A fire. For e.g. 3rd/4th Sem Front Office Notes Last updated on Jan 5, 2020 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. . For e.g. These departments work together very closely in maintaining guest security. The most common extinguishing agent is sodium bicarbonate or plain baking soda. It can be used on C, D and E class of fire. Unauthorized guests or personnel should not be permitted inside the area. When it is desired to use the extinguisher, it is carried to the fire and inverted.    Hotel Equipments: Lifts, Boilers, Kitchen equipment, furniture fitting and building etc. 2. 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. Upon the cylinder inversion the cartridge opens and releases CO 2  gas under high pressure. Recognize professional techniques when responding to requests, complaints, safety, security and other guest services; 5. temperature. The water reduces the temperature of, burning substances below their combustion temperature. The fog quickly excludes the O 2 from the burning material and blanket the combustible material. The reception area is the work environment of the receptionist and, a… The CO 2 types spray a chemical fog towards the fire. Electrical fire is usually caused by a part of circuit, overheating or by short circuit. Front Desk - Organization’s Safety & Security . Employees & others. 3. A. well versed with the cost of the damaged item. Stationary fire fighting system. Prioritise Security. This class of fire does not exist in the hotel. The front office should inform the General Manager, the security officer and call for the hotel doctor,. Some hotels has a 2-Megawatt stand-by generator that provides 100% emergency power that can provide uninterrupted guest service during a power outage. The fog quickly excludes the O. material and blanket the combustible material. no alarm is raised and none of the guest to be informed .the General Manager may decide to call the police .the room to be sealed till police formalities are over. Powdered sodas, bicarbonate of soda (Baking Soda) is mixed with H2O when the tank is charge or fills with water. Chefs' hats (to prevent hair and whatever hair contains to fall into the, food), discreet earrings (non-dangling) or no earrings for women, and long hair neatly and. Trained firefighters should be initiated to extinguish the fire, using appropriate safety measures. Types of Fire and fire extinguishers: Hotel personnel are trained about the fire protection procedure and the types of fire. The corrogen problem has been minimized by replacing the acid with CO 2 cartridge. which collect a lot of fume vapor and catch fire easily should be cleaned regularly. The temperature, from the fire melts the fusible link on the detector, which opens a water valve. Typical presentation time is one to three hours. Precautions should be taken against this especially in kitchen areas. Hotels managed by Hyatt Hotels & Resorts consider guest comfort and security as our priority, particularly when faced with today's global security challenges. the GM or resident manager the room should be sold. 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, characters" and criminals, verification of registration and check-in personal data and, documentation submitted, and curtailing free movement of unknowns on the, lowing communication with local, national and, Training of staff in guest and valuable security. See you around and happy Hoteliering. Another security device found on guest room doors is the peephole. Guest should be informed to keep the balcony door closed to avoid anyone, Closed circuit televisions should be used. The temperature detector can be purchased for different activating. Security cameras in particular can allow for greater flexibility in reception. The Front Desk staff should never disclose the information about the guest to anyone. Security Guards:  Most hotels do not have security guards while some employ them only at night. The temperature detector can be purchased for different activating temperature. The front office along with security staff should alert all in-house guests by informing them to use staircases, not elevators. management, human resources and operational policies, such as: Policies related to employees' entry to, and exit from, the workplace, Effective supervision and control during the work cycle. Expressions de politesse et les commander et Expressions d’encouragement. Automatic sprinklers- It is generally mounted just below the ceiling height with a temperature detector or smoke detector, attached with each sprinkler. Insuring Safety and. Although the role of the Front Office is the responsibility of every guest, yet Front Desk staff plays an important role as they have the opportunity to observe all persons entering or departing the premises. -Educate the guests about fire possibilities due to smoking. on knowing the name of the guest who the caller wishes to speak to. ... and a high security lock on the front door that can be controlled. There are also some basic "dress" requirements for staff involved in food and beverage, preparations: e.g. Goods received and bags should be checked and kept tidy. 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. Reception areas have a number of unique health and safety … The, floor is staffed almost 24 hours a day with a concierge, 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. This captivating session examines the crucial role that receptionists, secretaries administrative assistance and others who serve as “gate keepers” in schools and support facilities play in the prevention of, preparedness for and response to school and support facility crisis events. 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 . This is followed by:    Health safety (nontoxic cleaning material and detergents used)    Good quality air (what we breathe, dependent upon the type of equipment, installations and fixtures used, and regular repairs and maintenance)    Food safety (a whole world in itself including sanitation, food quality, food spoilage, correct handling procedures, allowable and recommended temperatures, etc. We would like to share with you some of the proactive security programs that are integral to the operations of our hotels. -   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. SOPs / Front Office / Guest Room Keys And Guest Security Control of guestroom keys is one of the cornerstones of what hotels should do in order to provide the safety our guests have a right to expect. Company policy should state that visitors shouldn’t be allowed to wander around on their own for both security and safety reasons. 1. Once they are inside the building the receptionist has the important role of managing people who may have appointments or are making enquiries. Security encompasses areas such as security of the property itself, company assets, employees' and customers' personal belongings and valuables, life security, personal security etc. III. Get sample Stationery, Formats, Hotel SOP's, Staff Training Tips, Job Descriptions and more. d.   CO 2 fire extinguisher-  It is used on C, D and E class of fire.    Protection of raw materials, goods, provisions and groceries etc. The receptionist may be called for assistance during sickness of a guest. Fire has been classified in 5 categories depending on how they can be extinguished- Class A Fire - It is the fire of wood, paper, linen and similar dry materials. Cigarette butts can ignite the debris and oils that gather at the bottom of elevator shafts. Some of the security measures taken by hotels: Key Card Locks:  While key card locks on guest rooms are quickly becoming the standard, some hotels still don't take advantage of the added safety provided to guests. CaCl 2  is a salt which when added to water form brine which has very low freezing temperature. are taken before they are allowed back at their job. Staff: Providing staff lockers, insurances, health schemes, provident funds etc. is heavier than air. B. Patient should be advised to consult the house physician but in case the guest has his, 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, The guest should be removed from the lobby as early as possible but being careful not. 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. outsiders, hotel staff, pests, food poisoning etc. Protection of raw materials, goods, provisions and groceries etc. Class E Fire- These are electrical fire. Front ofce and guest safety and security. 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. 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