I. Introduction Loss Prevention Surveys
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I. Introduction Loss Prevention Surveys ...................................................................................................2 Claims & Incident Repor ting System..............................................................................3 Property Loss Procedures.................................................................................................5 Litigation ............................................................................................................................6 Management Commitment ...............................................................................................7 Introduction I-2
Loss Prevention Surveys Surveys of Company Owned/Managed Hotels The Loss Prevention Department conducts Loss Prevention Surveys at all company-owned and/or managed hotels. The survey includes a review of equipment and procedures related to fire prevention, safety and security activities at the hotel. After the survey is completed, an oral report will be given to the General Manager. A written report will also be prepared and submitted to the General Manager and their Regional Vice President of Operations. The General Manager is required to respond “in writing” to the recommendations given in the report within 45 days. The response will include a list of the recommendations which have been accomplished, and the action planned on remaining recommendations. Surveys of Franchisee Hotels Franchisees may contract with the Loss Prevention Department to provide consulting services at their hotels. It is understood that franchisees have discretion and control over all loss prevention policies and procedures at their properties and are not required to have surveys conducted by the Loss Prevention Department. Telephone consultations are available by calling The Loss Prevention Department at 770- 604-2626.
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Claims & Incident Reporting System – Owned & Managed Hotels The Claims and Incident Reporting System is the means by which the General Manager of a company-managed hotel can report a fire, security, guest or employee incident to the Risk Management Department. The reporting of a claim or incident is the responsibility of the General Manager, but may be assigned to any member of management. When a claim or incident occurs or is discovered, the details of the claim or incident should be called in within 24 hours to the Risk Management Department at 1-800-RISKMGT (or 770-604-5960). In order to
Management Department:
Major or significant occurrences, including those involving serious injury, death or any substantial loss of assets, should immediately be reported to the Risk Management Department. Supporting material should be faxed to 770-604-2502. If a serious incident occurs after business hours, a member of the Risk Management staff should be contacted at home. The cooperation of every General Manager is required to make this reporting system a helpful, accurate tool in achieving the corporate goal of minimizing losses and incidents at all hotels. Twenty-four hour emergency contact numbers are available in the SCH Claims Reporting Manual. Hotels should submit a report within 24 hours to the Risk Management Department, regardless of the severity of the incident. A sample Loss & Incident Report is located in the appendix. Introduction I-4
Hotel operations may be subject to small claims involving guests’ property. Because prompt settlement of a guest's property claim is often essential to guest satisfaction, the General Manager may settle a claim for up to $500 U.S.D. These claims, however, should be carefully handled to avoid unfavorable publicity or other potential problems. A release form should be signed by the guest. A sample release form is located in the appendix. No claim which involves either physical injury or personal injury to a guest should be settled by the hotel. The General Manager, however, should show compassion and, if appropriate, provide small courtesies, i.e., flowers, candy, discounted or complementary room etc.
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Property Loss Procedures Hotel Property Loss Procedure When the hotel experiences a property loss such as fire, wind, or water damage, the general approach should be to act as though no insurance exists for the claim. Hotel Management should immediately begin prompt, temporary repairs to protect hotel and guest property, as well as prompt salvage operations to minimize the loss. Steps should also be taken to expedite the return to normal business operations as quickly as possible. The General Manager should keep detailed records of every expense directly related with the property loss. Some examples of these expenses may be:
Business Interruption In conjunction with property damage, a detailed report should be completed which outlines the loss of all business, guest nights, food and beverage, rents, etc., and be sent to the assigned adjuster. A sample business interruption worksheet is included in the appendix. Boiler and Machinery Damage In the event of boiler and machinery damage, a detailed report should be sent to the Risk Management Department.
Immediately upon serious loss or injury to a tenant or vendor within the hotel or on the hotel's grounds, a complete investigation should be conducted and a report sent to the Risk Management Department. Introduction I-6 Litigation The hotel should not accept service of a suit. Processor servers should be referred to the local CT Corp office. However, in the event the hotel has accepted service of a lawsuit, hotel management should immediately forward copies of all legal documents as well as copies of the guest incident report to the litigation section of the legal department. Consultation with the plaintiff’s legal counsel should only be done in conjunction with the litigation section of the legal department.
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Management Commitment Management Responsibilities The General Manager is responsible for adopting reasonable safety and security policies and procedures based on environmental conditions and foreseeable acts. Management can demonstrate a positive position by:
Department heads and supervisors should accept responsibility for the application of a safety and security program within their areas of responsibility. Employees should be assigned responsibilities for certain safety and security functions, including: Proper operation of first aid and fire equipment. Housekeeping routines, maintenance of egress spaces, and access to fire fighting equipment. Emergency fire drills and evacuation of the property. The safeguarding of moneys, important records, inventories and art or other intrinsically valuable objects. The monitoring of systems and machinery which operate continuously. Training new employees and periodically reminding existing employees of the hotel's security practices and training programs. II. Employee Procedures & Controls Introduction .......................................................................................................................2 Hiring Process....................................................................................................................2 Driver Selection .................................................................................................................5 Termination Process..........................................................................................................7 Orientation .........................................................................................................................9 Employee Identification ..................................................................................................10 Employee Entrance Control ...........................................................................................11 Employee Parking ...........................................................................................................12 Employee Time Cards.....................................................................................................13 Employee Packages/Purses.............................................................................................14 Use of Personal Vehicle for Company Business ...........................................................16 Personal Belongings ........................................................................................................17 Locker Rooms/Locker s ...................................................................................................18 Internal Theft...................................................................................................................19 Workplace Violence.........................................................................................................26 Smoking Policy.................................................................................................................31 Serving of Alcohol ...........................................................................................................32 Employee Accidents & Illnesses.....................................................................................35 Death of an Employee .....................................................................................................37 Drug Testing ....................................................................................................................38 ADA .................................................................................................................................39 Employee Procedures & Controls II-2
Introduction The most important factors in any successful loss prevention program are the employees of the hotel. A complete background investigation of applicants prior to employment is considered the best insurance against hiring dishonest persons. Once an individual is hired it is management's responsibility to ensure they are properly trained.
It is the responsibility of the General Manager, or their designee, to have each applicant complete the "JANKO HOSPITALITY LLC Application for Employment" and make appropriate background and reference checks on any prospective employees. All of the information requested on the application should be supplied in detail. This includes each period of employment and unemployment, the reasons for leaving each job, and where the periods of unemployment were spent. The applicant should also sign the statement on the last page of the application form verifying that all the information given is true. In the United Sates, a federal law known as the Fair Credit & Reporting Act (FCRA) requires that employers who utilize a third party to conduct pre-employment background investigations obtain a separate or “stand alone” background authorization release from the applicant. The authorization to release information paragraph traditionally appearing at the end of the application form is no longer sufficient. “Stand alone” background investigation release forms may be obtained from Human Resources. A “stand alone” authorization release is not required if the employer is conducting the investigation without using a third party agency. For example, the Hotel Security Director may personally verify an applicant’s previous employment. The Human Resources Department or the applicant’s supervisor may conduct the background checks of non-managerial personnel. The checks can be made in person, by telephone, or by mail as circumstances dictate. The results of these checks should be recorded in the employee's personnel jacket. A sample Background Investigation Checklist is included in this section. A representative of the Loss Prevention Department may audit these personnel jackets periodically when they visit the hotel to determine the extent and quality of the background investigations. Education should be verified for candidates applying for positions which require specific education and training.
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The background investigations should also include a criminal history check. Individuals with felony criminal convictions involving acts of violence or sexual assault should not be hired. The Loss Prevention Department should be contacted if there are questions concerning an employee’s criminal history. (SAMPLE) Background Investigation Checklist Reference checks should be thorough, preferably the last 5 years for most job classifications and 10 years for more sensitive positions. Each previous employer should be asked the following information on the applicant:
If a previous employer declines to answer these questions, they should be asked why. Other sources, which may be contacted at management's discretion, include personal references such as, neighbors, acquaintances, teachers, and schools. Where pertinent, local records should be reviewed. If a discrepancy develops between the investigation results and the data given on the application, the applicant should be required to verify the data furnished on their application. When any application is reviewed, certain items may need clarification to verify the accuracy of the applicant's responses. Examples would be gaps in employment, frequent changes in employment, and listing only two years of past employment for an individual reasonably expected to have had a more extensive employment history. A successful pre-employment screening program greatly reduces the turnover rate at a hotel. Employee Procedures & Controls II-4
Criminal History Checks Background Screening by Outside Companies As an alternative to conducting background screening by hotel personnel, the General Manager may prefer to contract with a local investigative firm to perform this service. If an outside investigative firm is hired, the firm's credentials should be verified and the following suggestions should be considered: Advise the firm of the items you want covered in their investigation. You may use the guidelines listed above for this purpose. Ask to be notified by telephone of the results, followed by confirmation in writing. Determine if their investigation covers the items you requested. Credit History Applicants being considered for such critical or sensitive positions such as a General Manager, Controller, General Cashier or Purchasing Agent should be asked to authorize the employing hotel to obtain a credit history report. Stand alone written authorization should be obtained from the prospective employee. Release forms may be obtained from Human Resources. Employee Procedures & Controls II-5
Driver Selection Many hotels provide courtesy transportation for guests. Each hotel providing this service should carefully select the drivers for the company vehicles. The driver’s license must be valid and appropriate for the vehicle type. Only associates who have met the minimum requirements listed below should be allowed to drive company vehicles.
A sample Motor Vehicle Records (MVR) release form is included in the appendix. The form should be completed for all persons being considered for the position of driver, and signed by the applicant. This form authorizes the hotel to obtain a certified copy of the applicant's driving record from the State's Division of Motor Vehicles. In order to be considered for hire, the individual should have stated in the application that he or she has a valid commercial driver's license. The commercial driver’s license is appropriate for the vehicle being driven. Such license should be valid either in the state in which the hotel is located or the state where the operator currently resides. The hotel should verify that all driving violations during the past three years have been listed and do not indicate an unsafe driving record. After the applicant has been hired, their driving record should be obtained from the state. If the driving record shows that the associate has misrepresented his or her driving history on the employment application, then the associate may be discharged or placed in another position. Persons with unsafe driving records should not be employed as drivers. Any one of the following violations constitutes an unsafe driving record:
Records A copy of the employee's driver's license should be maintained in the individual's personnel jacket. The license should be reviewed for the following:
Hotels may require employees to report all moving violations. If an employee fails to report an incident which is later discovered, resulting in the employee becoming ineligible to drive, then the employee may be disciplined up to and including termination. Current drivers who become ineligible to drive due to a moving violation should be reassigned to another position until such time as they are deemed to have a safe driving record. In addition, a Motor Vehicle Record Check should be conducted on the associate every six months after the initial check. A copy of the employee’s driving record should be kept in the personnel jacket. Vehicle Familiarization A new driver should be given the opportunity to become thoroughly familiar with the operation of the hotel vehicle(s). All operators’ instructions should be reviewed carefully with the driver. Employee Procedures & Controls II-7
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