Chapter One

1
Chapter One

• Supplementary notes

2
Procedures in handling equipment materials more
safely secure

• Case Example 1
• Theft Case Handling
• The Duty Manager should try the best to safeguard
  of Hotels reputation and be very sensible to use
  their own judgment and discretion in theft case
• The Duty Manager should handle the case and given
  proper instruction and guideline to Security
  Officer and in conjunction with the Housekeeper
• Enquiry should be tactfully gone through. If the
  case is serious, the Chief Security Officer or
  Duty Executive should be informed to handle
  directly with aforesaid personnels

3
Case Example 1

• 4. Try to resolve guest discomfort and grievance
  and tell the guest that we would continue to
  investigate. Meanwhile brief the guest with our
  tighten security system. Do not encourage guest
  to report police. If the case needs to report to
  police, the Hotel Manager or Duty Executive
  should be informed. Handle the case in room or
  business centre but never in public areas
• Since the case is classified as allegation(??),
  the Duty Manager should not commit guest with any
  compensation. Also there is no confirmation for
  guest to distinguish such type no matter what is
  the fact. The hotel would not hold any liability
  and responsibility for the recover age of the
  lost unless otherwise it has been proved
  absolutely our negligence

4
Case Example 1

• There is needless to bargain and negotiate with
  guest for the result of the case or the
  compensation of their lost and never inform the
  guest with our negligence after investigation
• The investigation should be done by Chief
  Security Officer prior to any evident and fact
  obtained from the involved and final decision
  will come from top management

5
Case Example 2

• Hotel Property Damage Handling Procedure
• Having received the hotel damage property report,
  Duty Manager should take photos of the damaged as
  record and reference
• Housekeeping will advise the cost involved to
  replace the damaged and Duty Manager to make out
  a miscellaneous voucher with full details on the
  amount charged
• When the guest is being contacted by Duty Manager
  regarding the case, the charged involved will be
  clearly explained to the guest

6
Case Example 2

• The guest will be requested to put his /her
  signature on the charge voucher to acknowledge
  settlement of the amount prior to departure. The
  miscellaneous voucher is then passed to the Front
  Office Cashier to be posted into the folio
• Duty manager to put details into the log book
  with photos attached for managements information

7
Case Example 3

• House Patrol Procedure
• To coordinate with Security Officer to patrol and
  inspect all public areas regularly I.e. floor
  corridors, staircases, podium, all exits,
  driveway, lobby, elevators, outlets, lightings,
  hotel exterior, sideline, etc.
• Alert those irregularities, I.e. door ajar,
  damage, precarious(???), suspicious guest in
  public areas etc. Ensure departments concerned
  problem encountered