I. Introduction Loss Prevention Surveys
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- Bu səhifədəki naviqasiya:
- Protection of Computer Records
- Computer’s for Guest Use
- Written Security Policy.....................................................................................................2
- Phone Procedures ..............................................................................................................3
- In-Room Safes..................................................................................................................10
- Conventions, Meetings, Exhibits Shows....................................................................13
- Guest Room Security.......................................................................................................20
- Guest Information Privacy Audit Packs
- Advance Room Assignments and Priority Club Check-In
- Breakfast Menus
- Registration Information
- Key Control Procedures
- Guest
- Section/Floor Master
- Blocking
- Programmer
Asset Marking All hotel property should be identified by the hotel name and or a number. A thief will often hesitate to steal something that can be easily identified. The identification makes it possible for a police agency to locate the owner in the event that stolen property is recovered. In addition, the marking allows the property to be positively identified in a court of law. Serial numbers of assets should be recorded and maintained on file. Alarms Alarms may be useful for expanding coverage and detecting breaches in security. There are several types that can be put to use throughout the hotel. Egress panic hardware equipped with an alarm can be used on doors that should be available for emergency use only. Some devices may also be used to delay egress through the door for up to 15 seconds. The main purpose for these devices is to deter unauthorized access by drawing attention with an audible alarm. These alarms can annunciate both locally and at a centralized location. Burglar alarms can be used to control access to certain areas of the building after normal working hours. These alarms can be made up of door and window contacts, motion sensors, glass break sensors, pressure pads, and beam detectors. They are often used where valuable hotel assets are stored, including liquor storage and the general cashier's office.
Due to its high cost and ease of resale, audio visual equipment is often a target for theft. All AV equipment should be marked with a permanent label identifying the equipment as property of the hotel. The serial numbers of the equipment should be recorded and maintained on file. When equipment is to be used, it should be secured to a cart, bench or table with security cables or similar devices to prevent its unauthorized removal. AV equipment should be stored in a secure limited access storeroom. The door to the storerooms should be equipped with a uniquely keyed one-inch deadbolt or electronic lock. When large quantities of equipment are present, a CCTV camera may be used to document access to and removal of AV equipment. AV equipment should be inventoried on a regular basis.
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Computer Security Illegal entry into the hotel's computer could greatly damage the hotel's financial stability. Hotel management should prepare for and take action to prevent potential computer problems. Hotel management should consider:
Protection of Computer Records All vital records should be protected and backed up. Records should be stored in an off-site facility designed for the storage of computer records, or in an appropriate fire-rated safe. Records stored in the computer room should be kept to the absolute minimum required for efficient operation.
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Hundreds of computer viruses are created each month. To help protect computer equipment from damage, computers should be equipped with a commercially available anti-virus program. The software should be programmed to scan the computer on a regular basis and monitor all incoming e-mail. The virus definition files should be updated at least quarterly.
Computers which are provided as an amenity for guests should be protected with the current version of an anti-virus software. Internet connections should be configured so as to restrict access to pornographic material. On a regular basis, the hard drive should be inspected and purged of documents which may have been left by guests. This hardware is often subject to vandalism or theft and should be secured with a security cable and inspected on a regular basis. V. Guest Security Written Security Policy.....................................................................................................2 Guest Information & Privacy...........................................................................................2 Visual Access......................................................................................................................3 Phone Procedures ..............................................................................................................3 Key Control & Procedures ...............................................................................................4 Safe Deposit Boxes & Keys ...............................................................................................9 In-Room Safes..................................................................................................................10 Lost & Found ...................................................................................................................11 Conventions, Meetings, Exhibits & Shows....................................................................13 Baggage & Bell Staff .......................................................................................................15 Cleaning of Guest Rooms................................................................................................17 Guest Room Security.......................................................................................................20 Automobiles & Contents.................................................................................................22 VIP Security.....................................................................................................................23 Guest Security V-2
Written Security Policy Security and safety in the hospitality industry cannot be standardized because the elements that define reasonable care are site and time specific. Each hotel should develop its own property specific set of security guidelines and policies. These written policies should identify and address the hotel’s efforts in training its staff, educating its guests and documenting the efforts and level of care taken by the hotel to help meet its duty of care. There is no universal “off-the-shelf” set of written security policies and procedures that would appropriately address the unique security needs of each property. Rather this document is offered as a guide to assist hotels in developing their own unique plan. The adoption of a written security plan will help quantify the hotel's efforts in providing reasonable care and provide a road map for the hotel’s security program. Guest Information & Privacy Audit Packs Guest information such as guest name, address and credit card numbers can often be found in audit packs. To help prevent an employee or third party from using this information, audit packs should be stored in secure areas. Access should be limited to accounting staff.
To protect the identity of guests and to ensure their privacy, express checkout folios should be slid completely under the door so that they cannot be retrieved from the hall. Guest address and credit card information should not be printed on the folio. Advance Room Assignments and Priority Club Check-In Advanced room assignment and Priority Club check-in folders which contain room keys and guest information should be positioned so they cannot be retrieved or have their contents viewed from the lobby side of the front desk. Breakfast Menus Breakfast menus which are hung on guestroom doors should not contain the guest's name.
Room assignment sheets should not contain the guest's name or payment information. In the rare occasion that guest name information is required for customer service purposes, room assignment sheets should remain in the possession of the housekeeper at all times. Registration Information Registration information should not be released to any unauthorized individuals, including friends and family members. Employees should be required to forward all inquiries for guest records to the General Manager or their designee. Guest Security V-3
Individuals requesting to make changes to their registration information, including registering additional parties or changing payment method, should be required to provide positive identification in the form of photo ID or verification of registration information, including signature. When dealing with law enforcement officials, the hotel should ensure that proper procedures are followed when releasing guest information. The hotel may verify if a guest is currently registered at the hotel, but should not provide any additional information without a court-approved, signed subpoena. Visual Access Each hotel should be inspected to ensure there is no unauthorized visual access into any guestroom, public restroom, or any other area where an individual would expect privacy. Any area found to have unauthorized visual access should be immediately placed out of order until repairs can be made. If the hotel has chase-ways or service areas behind the guestrooms, a uniquely keyed dead bolt lock should be installed on the door to the chase-way. The keys should be kept in a lock box and the key to the lock box should be placed on the MOD key ring and signed out when necessary. Any claims of unauthorized visual access should be taken seriously and investigated. Phone Procedures Proper telephone procedures are necessary to ensure guest privacy. To ensure the legitimacy of a call, calls ringing to a guestroom from an outside line or house telephone should first ring to the hotel operator. To help ensure this, all house telephones should be programmed to ring directly to the hotel operator. When a caller asks to be connected to a room, the operator should ask the caller for the name of the guest they are calling. The name should be verified against the guest’s registration information. If the caller cannot provide this information, the call should not be forwarded. Room numbers or names of guests should not be released over the phone.
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Key Control & Procedures It is essential for each hotel to establish sound key control procedures. These procedures should include regular inventories, secure storage, and re-keying of locks.
Hotels utilize electronic locking systems for the hotel guestroom door locks. These locks are distinguished from conventional key-accessed door locks by the presence of a credit card-sized slot or an opening designed for a computer or isolinear chip. Keys for these locks are reusable, reprogrammed at check-in and are used to gain access to guestrooms. Major benefits of these systems include:
When an appropriately programmed key is inserted into the lock, the interior mechanism reads the computer code. When a valid key is removed, the lock is unlatched allowing the lever to turn and the door to be opened. As with hard key controls, electronic locking systems in hotels allow for many levels of controlled entry. These include:
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Key Security Duplicates of keys should not be made. If an additional key is required, uniquely coded keys for that lock or section should be made. Lock interrogations will reveal the exact key that was used. This will help ensure accountability. To maintain accountability, each key should be uniquely coded and identified. Keys should be secured in a locked cabinet, signed out and signed in on a daily basis. In addition, keys may be programmed to work during designated shifts and will not work during any other time. Keys should not be removed from the property. If an employee takes a key home, they should be required to return the key to the property immediately. Blank key cards for guestrooms are to be stored in a secure manner, in a locked cabinet under the control of the Guest Service Manager with restricted access as designated by the General Manager. Backup keys and blank key cards for all other levels should be stored in the General Manager's safe. The issuance of each department level card and all error/voids should be automatically recorded through the use of a printer. The record of levels and number of keys made, and by whom, should be reviewed to ensure key controls are maintained. Security of the key cards is critical. If a master level key is lost, stolen or compromised, immediate action should be taken. The security code for that level should be changed and new keys for the affected sections should be made. The old keys will continue to function in the affected locks until the new key is inserted. Employees should be trained that their key is for their use only. They are not permitted to admit other employees or guests to a guestroom. An employee who is authorized to be in the guestroom should have their own key. Guests should be informed “To help ensure guest safety, I am not authorized to open doors for guests” and referred to the front desk to obtain access. In addition to security of the keys, key security also encompasses the ability to make keys. The electronic key system will allow anyone with knowledge of a password to make a key. With the correct password, master level keys can also be made. Therefore, each hotel should consider the following policies when allowing access to key making equipment.
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made the key that opened the lock. Therefore passwords should never be shared.
In addition to limiting the access to the key making equipment, the hotel should also keep the local time current for all guestroom locks and the central key making computer. This will help reconcile lock interrogations and give accurate reading of when keys were made and when guests or employees entered a room. This should take a priority whenever a time change occurs (such as the beginning or end of daylight savings time). Also, each hotel should change the master codes for all of the master keys a minimum of once a year. This helps ensure guest and employee safety by restricting the length of time master key codes are active. This task may be accomplished at the same time as a time change.
that the individual is registered to the room. The guest should be required to produce positive identification in the form of photo ID or verification of registration information and comparing signatures on the registration card. If the guest cannot produce positive identification, additional keys should not be issued. Additionally, the hotel may choose to escort the guest to the room and allow admittance only after photo identification has been produced. Victims of domestic abuse and other crimes often seek refuge in hotels. To help ensure guest safety, guestroom keys can only be provided to registered guests. Unregistered guests and family members should not be granted access to guestrooms. At check-in, if a guest requests more than one room key, the guest should be asked if they would like any additional parties registered to the room. In the event that an unregistered guest requests access to a guestroom, they should be directed to a house telephone to make contact with the guest. If the guest is not in their room, the unregistered guest should be informed “To help ensure guest safety, we do not provide keys or guest information to unregistered individuals.” The hotel should offer to leave a message for the guest and may offer hotel amenities at the hotel’s discretion. The guest room number should not appear on the room key.
situations only, and should not be used in the normal course of business. The hotel should maintain two “E” keys. Additional keys should be maintained where required by the local governing authority. One “E” key should be placed in a sealed envelope with the manager’s signature and date written across the seal. This envelope should be secured in the General Manager’s safe or the MOD’s safety deposit box. A second "E" key should be secured in a break-glass box convenient to the front desk for use in emergencies. The key box should not be visible from the lobby side of the front desk. Usage of either key should be recorded in an “E” key log.
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