I. Introduction Loss Prevention Surveys

Drug Activity

Illegal drugs and the abuse of prescription and over-the-counter drugs pose a legitimate

threat to the hotel and its guests. The employees at the time of orientation should be

informed of the hotel's drug policy. Employees should be encouraged to report drug use or

the presence of drugs by either guests or employees to hotel management. The hotel should

consider implementing a drug-free workplace policy.

Guest Use

In the event that the hotel becomes aware of the presence or use of illegal drugs by a guest,

the following items should be considered.

Report of alleged drug use:

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  The General Manager or the security department should be informed immediately.
  
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  Designated staff should go to the guestroom, knock on the door, identify themselves
  
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  and ask to speak with the registered guest.
  
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  The registered guest should be informed that they are investigating alleged drug use.
  
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  The guest should be informed that it is the hotel's policy to evict individuals found to be
  
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  using or in the possession of illegal drugs and to notify the authorities.
  
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  If the guest admits to drug use or if drugs are observed in the guestroom, the guest
  
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  should be requested to vacate the hotel. If the guest refuses to leave or creates a
  
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  disturbance the local authorities should be contacted.
  
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  At no time should hotel staff tamper with or remove any illegal drug or contraband.
  
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  Observation of illegal drugs:
  
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  The General Manager or the security department should be informed immediately.
  
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  Designated staff should proceed to the guestroom and verify the presence of drugs.
  
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  Once verified, local authorities should be contacted.
  

Employee Use

In the event management is informed of alleged use or possession of illegal drugs by an

employee, the following procedures should be considered.

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  The employee should be confronted and an observation should be made of their
  
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  behavior.
  
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  If designated staff has determined that the employee appears to be under the influence
  
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  of alcohol or drugs, the hotel should implement procedures as dictated by its drug
  
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  testing policy.
  
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  Designated staff may request an employee to empty their pockets.
  
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  The employee's locker may be searched in accordance with the package and locker
  
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  search section of this manual.
  
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  If contraband is discovered, local authorities should be contacted.
  
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  Criminal Acts & Misconducts
  
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  VII-9
  
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  The presence, use or sale of drugs should result in disciplinary action, up to and
  
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  including termination. Employees should be informed of this policy at the time of
  
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  orientation.
  
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  When contacting the local authorities, the following items should be considered:
  
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  Inform the authorities of all facts known concerning the incident.
  
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  Do not provide opinions or overstate observations.
  
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  Allow the authorities to determine if an arrest should be made.
  
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  While the guest is still registered, an appropriate warrant or other document should be
  
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  required before authorities are granted access to a guestroom.
  

Drug Testing

To deter drug use among the hotel staff, the hotel should consider the use of pre-employment

and post-accident drug screening. Although extremely effective in minimizing

drug activity on the property, the program may be administered with caution to avoid

policies or practices that can potentially result in claims of discrimination. Local laws

should be thoroughly reviewed by the legal department before implementing a drug-testing

program.

Recent studies have shown a significant return on investment for implemented drug

screening programs by reducing employee health care costs, increasing productivity,

reducing time away from work, improving absenteeism and tardiness, reducing work related

injuries and increasing employee morale/motivation.

Janko Hospitality LLC. Human Resources Department should be contacted

for additional information on the drug testing program.

Criminal Acts & Misconducts

VII-10

Distraction Theft

Distraction theft typically involves an organized group of criminals who target

individuals in high traffic public locations. Typically, an individual will mark a guest,

approach them, and distract them by direct interaction with the guest or creating a

disturbance. The goal is to draw the guest's attention away from their property so that

another individual may remove their property unobserved. The individual may turn the

guest property over to a third individual who will remove it from the hotel.

One of the best defenses against distraction theft is staff training. Front desk, bell,

housekeeping, and food and beverage staff should be trained to identify and report

distraction thefts and suspicious actions to security or their manager. Individuals

suspected of being involved in distraction theft should be confronted and asked if they are

a guest at the hotel or require assistance.

Security Departments should ensure that lines of communication between themselves and

other hotels in the area (along with the local police) are open and active regarding the

criminal activity in the area.
Listed below are examples of diversion crimes that may occur at hotels:

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  Luggage theft.
  
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  Pick-pocketing.
  
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  Purse/briefcase theft.
  
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  Package delivery theft.
  
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  Laptop computer theft.
  

Criminal Acts & Misconducts

VII-11

Theft by Guests

Thefts by a guest can be very difficult to prove. To help minimize the potential for thefts

by guests, the following items should be considered:

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  Linen storerooms should be secured whenever the attendant is not present.
  
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  If the hotel provides high value amenities, they should either be locked in the cart or
  
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  limited the quantity.
  
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  Depending upon circumstances, some hotels may choose to place a sign in the guest
  
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  bathroom stating that all linens are inventoried daily.
  
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  Other hotels may place signs on robes or towels indicating that they are available for
  
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  purchase at a designated cost.
  
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  In the event that furnishings are removed from a room, a lock interrogation should be
  
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  conducted.
  

Because of the prevalence of lawsuits today, it is becoming more difficult to confront the

guest directly with questions regarding theft. If you know a guest has stolen from the hotel

and you feel that you may have sufficient evidence to approach him or report him to the

police, contact the Loss Prevention Department for guidance. If time will not allow this,

contact the local authorities, advise them of all the facts, and let them take appropriate

action. The guest may be charged for any damaged or missing items which can be directly

tied to the guest. In the event that a guest is arrested and charged with theft, the hotel

should cooperate fully with the investigation and any required court proceedings.

Criminal Acts & Misconducts

VII-12

Harassment

Any conduct, comment, gesture or contact of any nature that is likely to cause offense or

humiliation to an employee or that might be perceived by that employee as placing a

condition of a sexual nature on employment or the opportunity for promotion should not

be allowed in the workplace.

Examples of harassment are:

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  Repeated unwelcome remarks, jokes, innuendo or taunting.
  
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  Suggestive and insulting sounds such as whistling, wolf calls or kissing sounds.
  
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  Comments about weight, body shape, size or figure.
  
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  Displaying pornographic or other offensive or derogatory pictures.
  
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  Practical jokes which may cause awkwardness or embarrassment.
  
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  Leering or other gestures.
  
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  Unnecessary physical contact such as touching, patting, or pinching.
  
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  Derogatory comments about a person's looks, dress, appearance or sexual habits.
  

All allegations of harassment should be taken seriously and fully investigated.

Janko Hospitality LLCHuman Resources Department should be contacted for

additional information on the company's harassment policy.
Sexual Assault

In the event that a sexual assault is reported at your hotel, immediately contact the local

police and report the incident to the Risk Management Department. While waiting for

the local authorities to arrive at the property, attempt to calm the victim and make them

as comfortable as possible. First aid and medical treatment should be provided as

indicated in this manual. Staff should immediately be advised of the description of the

suspect. A lock interrogation should be conducted as soon as practical. In no event

should the hotel staff talk or speculate about the incident to anyone other than hotel

management and the police. All media inquiries should be referred to the General

Manager or their designee.

Even if no negligence is believed to have been involved on behalf of the hotel or its staff,

it is critical that the incident be well-documented and appropriate notifications made.

The incident should be reported to the Loss Prevention Department within 24 hours of the

hotel being notified.

Criminal Acts & Misconducts

VII-13

Denial of Occupancy

A person attempting to register at a hotel may, under limited circumstances, be denied a

room. Denial can be considered when a person registering:

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  Is not of legal age.
  
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  Cannot provide identification.
  
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  Cannot provide an acceptable form of payment for the room.
  
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  The individual has been issued a criminal trespass warning.
  
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  The individual was a previous guest of the hotel and either created a disturbance,
  
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  caused property damage, or failed to pay for the room.
  

Consideration may also be given to denying a room if prior notification has been received

from another hotel that this person has a history of defrauding the innkeeper, public

disturbances, or destruction of property.

Guest Eviction

When evicting a guest, care should be taken so that it is done in a reasonable manner and

in compliance with applicable laws. Local authorities should be contacted for assistance

when necessary. Reasons for eviction may include:

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  Failure to pay.
  
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  Public disturbances.
  
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  Violation of hotel policies.
  
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  Commission of a crime.
  

Property left by guests should be handled in accordance with the Lost and Found

procedures outlined in this manual.

Unruly Guests & Disturbances

During orientation and training sessions, employees should be made aware that

occasionally a guest under the influence of alcohol or some other drug can become a threat.

When dealing with irrational or disruptive people they may not respond to logical

reasoning. A calm attitude should be maintained and assistance should be obtained at the

first indication of a problem. Employees should always think of their safety and the safety

of guests when dealing with these individuals.

When dealing with a guest who is behaving irrationally, the employee should retreat to a

safe position if possible. Care should be taken not to touch or invade the personal space of

a guest. Aggressive gestures and language should also be avoided. Use force as a last

resort for self-defense. The individual causing the disturbance should be asked to return to

their room. Failure to comply may be considered grounds for eviction. If violence is

threatened or violent acts are committed, the police should be contacted. If the individual

is to be evicted, this should be done only when security or local police are there to provide

assistance. If the individual is a guest, consider refunding their money.


Criminal Acts & Misconducts

VII-14

Items left by the guest should be handled in accordance with lost and found procedures. If

the guest is arrested, an inventory of their personal items should be made in the presence of

a witness, and the items sealed and placed in the lost and found program. At the end of 90

days, if the guest has failed to claim their personal belongings, the items should be turned

over to the local authorities and introduced into their lost and found program.

Local authorities should be contacted and asked to handle problems caused by guests who

appear to be mentally disturbed. The authorities should be given all information known on

the individual for notification of his company or next of kin.

Criminal Trespass Warning

A hotel, although open to the public, is private property. Management has the responsibility

to monitor and, when appropriate, to control the activities of persons on the premises.

However, it is imperative that any activities that limit the freedom of movement of any

person or persons in the hotel be undertaken by the hotel's staff with the utmost discretion.

Laws applicable to places of public accommodation govern the eviction of a person.

Management should review the country, state or municipality statutes applicable to the

hotel's location utilizing legal counsel if necessary.

Hotels can be burdened with vagrants and other undesirables because the lobby may

appear to be a public place and provide a place to get "out of the weather," to

"panhandle" from your guests or to find an easy victim for a burglary.

Encourage room attendants, bellmen, housemen, and other personnel who move about the

property to report suspicious persons to the front office or security. Also, they should be

asked to report anyone who is seen in possession of an illegal substance or weapon.

After observation of the individual, the security officer or a member of hotel management

should approach the person and very politely ask if they are a guest in the hotel. If the

person does not belong in the hotel, they should be asked to leave the property and be

advised not to return under penalty of arrest as a trespasser. If possible, a picture should be

taken of the person as well as noting their name, date, and the circumstances of the

incident. A sample Criminal Trespass Warning form is included in the appendix. If the

individual refuses to leave, contact the local police for assistance. The individual should

not be taken into custody, detained or chased by hotel staff. Hotel facilities are not deemed

open to the public.
VIII. Security Officers Program

Introduction .......................................................................................................................2

Staff Security Training .....................................................................................................3

No Uniform Security Service............................................................................................3

Types of Uniformed Security Services.............................................................................4

Training & Meetings .........................................................................................................6

Guard Conduct ..................................................................................................................7

Staff Requirements............................................................................................................8

Patrol Procedures & Observations ................................................................................10

Dress Requirements.........................................................................................................13

Communications Equipment ..........................................................................................14

Responsibilities ................................................................................................................15

Authority ..........................................................................................................................16

Use of Force......................................................................................................................16

Arrests ..............................................................................................................................17

Weapons Policy................................................................................................................18

Interviews .........................................................................................................................19

Searches ............................................................................................................................19

Reports and Documentation ...........................................................................................20

Responding to Alarms.....................................................................................................22

Non Security Related Functions.....................................................................................22

Watch Clocks ...................................................................................................................22

Security Officers Program

VIII-2

Introduction

The primary focus of the security officer program is to observe and report. Observations

are made through patrols and audits. Reports of activities, safety and security related

issues, violations of hotel policies and procedures, suspicious activity and criminal acts

are made to hotel management and to local authorities when applicable. Training of staff

is necessary to ensure proper response in the event of an emergency.

Security cannot be standardized in the hospitality industry. Each hotel must be

individually evaluated as to their need for security officers. The decision to institute a

security officer program should be based on a variety of factors, which may include:

Size and layout of the hotel.

Location of the hotel.

Potential for criminal acts.

Protection features of the hotel.

An increase of crime at the hotel or nearby businesses.

Special guests or events.

In addition, a security service can reinforce its presence in a facility by educating the

members of other departments in loss prevention techniques. All employees are an

important part of the hotel's security program and are valuable in preserving a safe

environment for guests and for themselves.

The appropriate size of the security department should be determined by the tasks to be

performed. The department should be of adequate size to perform all patrols, checks, and

other specific tasks, while being able to handle routine investigations and inquiries.

If you are adding security service for the first time, it is suggested that you list required

tasks for each shift. Hire the number of people you feel will be needed to adequately

perform these tasks and within 30 days, schedule a meeting with the security personnel to

evaluate the staffing needs and make any required adjustments.

Security Officers Program

VIII-3

Staff Security Training

The concern for security should be communicated to all employees. Each member of the

staff should be informed that they are a member of the security team. This involves

being alert, knowing what is going on within one's own area, identifying suspicious

individuals, following proper procedures and taking appropriate corrective action when

they are not.

It is equally important hotel management and supervisors lead by example. Managers

and supervisors who do not follow proper policies and procedures can quickly undermine

the security program.

No Security Officer Program

When conditions are such that the hotel does not require a security officer program, the

General Manager should maintain a secure environment by utilizing some of the

following alternative methods:

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  A well-trained hotel staff
  
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  Frequent patrols by local police
  
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  Frequent walkthroughs by the MOD
  
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  Protective features such as fences, lighting and restricted hotel access.
  

Closed circuit television (CCTV) should not be used as a replacement for security

officers.

The General Manager should implement and maintain effective security and safety

standards. They should be reviewed and updated on a regular basis or as a result of any

criminal act.

The General Manager should seek the full cooperation of local police departments by

asking them to perform patrols of the hotel property at night and to respond quickly to

emergency calls. The effectiveness of the program may be increased by offering

discounted meals, free coffee and establishing a parking program with the local police

department.

On occasions when large gatherings or meetings are held at the hotel, hotel management

may consider hiring a guard service for these functions.

Security Officers Program

VIII-4

Types of Security Officer Programs

Each hotel represents a unique environment. To better serve the individual needs of

hotels, there are several different types of security services. These include in-house

security, contract security, off-duty police, or combinations of the three.

In-House (Proprietary) Security Force

The proprietary force is employed by the hotel and therefore is under the control of hotel

management. They may be assigned to any duties relevant to security.

Hotels may supplement their proprietary force with contract security to provide complete

coverage during times of high occupancy or special events. In addition, contract officers

can be used as replacements during vacation and sick leave.

Where several hotels are located in one city or region, a proprietary security force can be

established for security at all the hotels. Patrols and reports can be standardized under the

supervision of a security manager who serves the entire area. This type of program

should be coordinated through the Loss Prevention Department.

Advantages:

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  Proprietary personnel become familiar with the hotel, its policies, operations, and
  
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  culture.
  
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  Hiring standards can be established to meet your specific requirements.
  
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  In-house officers are a member of the hotel staff and subsequently offer greater
  
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  customer service and improved guest relations.
  
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  Proprietary officers have a loyalty to hotel management rather than to the contracting
  
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  service employer which creates a more efficient and beneficial operation for the hotel.
  

Disadvantages:

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  In smaller hotels, coverage may be difficult in the event of absences due to illnesses,
  
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  vacation, termination, or other reasons.
  
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  The hotel may have difficulty providing adequate coverage during special events.
  
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  The hotel may have to meet any local, state, or federal laws requiring training,
  
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  uniforms, or procedures.