Chapter 7 Security and the Lodging Industry

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

• Explain important issues in developing and
  managing a security program.
• Describe the role that managers play in a
  propertys 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.

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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

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Security Levels of Keys

• Individual room
• Section master
• Floor master
• Building masters
• Grand master
• Emergency key (E-key)

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Common Security Procedures

• Never mention a guests 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

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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

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Identity Theft

• Dumpster diving
• Skimming
• Change of address

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Managements Security Challenges

• Balancing security with image of hospitality
• Tailoring employee security information to
  specific jobs
• Diversity of industry vs. security standards

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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

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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

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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

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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

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Legal Concepts

• Reasonable care
• Foreseeability
• Proximate cause
• Negligence
• Damages
• Compensatory
• Punitive

(continued)
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Legal Concepts
(continued)

• Trial court
• Plaintiff
• Defendant
• Summary judgment
• Directed verdict
• Judgment notwithstanding the verdict
• Appeals
• Appellant
• Appellee (respondent)