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:
-
The General Manager or the security department should be informed immediately.
-
Designated staff should go to the guestroom, knock on the door, identify themselves
-
and ask to speak with the registered guest.
-
The registered guest should be informed that they are investigating alleged drug use.
-
The guest should be informed that it is the hotel's policy to evict individuals found to be
-
using or in the possession of illegal drugs and to notify the authorities.
-
If the guest admits to drug use or if drugs are observed in the guestroom, the guest
-
should be requested to vacate the hotel. If the guest refuses to leave or creates a
-
disturbance the local authorities should be contacted.
-
At no time should hotel staff tamper with or remove any illegal drug or contraband.
-
Observation of illegal drugs:
-
The General Manager or the security department should be informed immediately.
-
Designated staff should proceed to the guestroom and verify the presence of drugs.
-
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.
-
The employee should be confronted and an observation should be made of their
-
behavior.
-
If designated staff has determined that the employee appears to be under the influence
-
of alcohol or drugs, the hotel should implement procedures as dictated by its drug
-
testing policy.
-
Designated staff may request an employee to empty their pockets.
-
The employee's locker may be searched in accordance with the package and locker
-
search section of this manual.
-
If contraband is discovered, local authorities should be contacted.
-
Criminal Acts & Misconducts
-
VII-9
-
The presence, use or sale of drugs should result in disciplinary action, up to and
-
including termination. Employees should be informed of this policy at the time of
-
orientation.
-
When contacting the local authorities, the following items should be considered:
-
Inform the authorities of all facts known concerning the incident.
-
Do not provide opinions or overstate observations.
-
Allow the authorities to determine if an arrest should be made.
-
While the guest is still registered, an appropriate warrant or other document should be
-
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.
-
Purse/briefcase theft.
-
Package delivery theft.
-
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:
-
Linen storerooms should be secured whenever the attendant is not present.
-
If the hotel provides high value amenities, they should either be locked in the cart or
-
limited the quantity.
-
Depending upon circumstances, some hotels may choose to place a sign in the guest
-
bathroom stating that all linens are inventoried daily.
-
Other hotels may place signs on robes or towels indicating that they are available for
-
purchase at a designated cost.
-
In the event that furnishings are removed from a room, a lock interrogation should be
-
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:
-
Repeated unwelcome remarks, jokes, innuendo or taunting.
-
Suggestive and insulting sounds such as whistling, wolf calls or kissing sounds.
-
Comments about weight, body shape, size or figure.
-
Displaying pornographic or other offensive or derogatory pictures.
-
Practical jokes which may cause awkwardness or embarrassment.
-
Leering or other gestures.
-
Unnecessary physical contact such as touching, patting, or pinching.
-
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:
-
Is not of legal age.
-
Cannot provide identification.
-
Cannot provide an acceptable form of payment for the room.
-
The individual has been issued a criminal trespass warning.
-
The individual was a previous guest of the hotel and either created a disturbance,
-
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:
-
Failure to pay.
-
Public disturbances.
-
Violation of hotel policies.
-
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:
-
A well-trained hotel staff
-
Frequent patrols by local police
-
Frequent walkthroughs by the MOD
-
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:
-
Proprietary personnel become familiar with the hotel, its policies, operations, and
-
culture.
-
Hiring standards can be established to meet your specific requirements.
-
In-house officers are a member of the hotel staff and subsequently offer greater
-
customer service and improved guest relations.
-
Proprietary officers have a loyalty to hotel management rather than to the contracting
-
service employer which creates a more efficient and beneficial operation for the hotel.
Disadvantages:
-
In smaller hotels, coverage may be difficult in the event of absences due to illnesses,
-
vacation, termination, or other reasons.
-
The hotel may have difficulty providing adequate coverage during special events.
-
The hotel may have to meet any local, state, or federal laws requiring training,
-
uniforms, or procedures.
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