I. Introduction Loss Prevention Surveys

Contract Security Service

There are several advantages and disadvantages to be considered before utilizing a

contract security service.

Advantages:

• 
  In smaller locations, contract security may provide depth of coverage that in-house
  
• 
  security cannot.
  
• 
  Contract security services should be able to provide immediate replacements in the
  
• 
  event that an officer is absent. Unsatisfactory guards usually can be replaced upon
  
• 
  request.
  

Security Officers Program

VIII-5

Contract security may be more cost-effective than in-house security.

Disadvantages:

• 
  Contract personnel may not be familiar with the hospitality industry, the hotel or its
  
• 
  policies and procedures.
  
• 
  Contract officers may not be customer service oriented.
  
• 
  Contract officers may display a lack of loyalty to the hotel.
  
• 
  Hotels should be cautious when signing a contract with a security service. Often these
  
• 
  contracts are designed to protect the security company rather than the hotel. If you
  
• 
  decide to use a contract security service, a sample standardized security service contract
  
• 
  is included in the appendix. This document is designed to protect the legal interests of
  
• 
  the hotel. Do not use any other contract without the approval of the legal department.
  

Off-Duty Law Enforcement Officers

A third option is to contract with off-duty law enforcement officers. When using off-duty

officers, the hotel should work through the local police department. As with contract

security services, a written contract should be executed. The contract should address at

what point an off-duty officer ceases to function as hotel security and becomes a law

enforcement officer. Off-duty officers must comply with the weapons policy section of

this chapter.

Advantages:

• 
  The contracting of off-duty law enforcement officers often improves the hotel’s
  
• 
  relationship with local authorities.
  
• 
  The presence of off-duty officers and their vehicles often provides an added
  
• 
  deterrence.
  
• 
  Law enforcement officers are probably more familiar with the law and its application
  
• 
  with respect to problems at your hotel.
  
• 
  They also know other law enforcement officers on duty and can enlist their help
  
• 
  quickly when it is needed.
  
• 
  They are more likely to identify suspicious or criminal activity.
  

Disadvantages:

• 
  Off-duty officers may not be as cost effective as other forms of uniformed security.
  
• 
  The law enforcement officer may become involved in a criminal action not
  
• 
  necessarily involving your hotel, and make an arrest or take some action that could
  
• 
  result in litigation. A legal question may arise as to whether he was acting as a
  
• 
  security guard or as a law enforcement officer at the time.
  
• 
  Some jurisdictions may require their officers to carry a weapon while at the hotel.
  
• 
  Off-duty officers may not be customer service oriented and may be less willing to
  
• 
  perform foot patrols.
  

Security Officers Program

VIII-6

Training & Meetings

The hotel is responsible for the actions of its staff, whether or not it has a separate

security department. The hotel cannot evade this responsibility by using off-duty officers

or a contracted security force because these officers can be considered the hotel’s agents.

If the security officers are negligent, the hotel may be held liable. Contracted security

does not relieve the hotel of its legal responsibility to provide “reasonable care”.

Training of security personnel is critical to an effective security program, regardless of

the source of the staff on the premises. Although a contract security officer should be

trained by the contract security company, they still need orientation to the philosophy and

special service needs of the particular hotel. Orientation is also needed for off duty police

officers since they are shifting from an apprehension role to that of an on-premise

security officer.

Security officer training should include a review of written post orders. The post orders

should address the scope of the officer’s responsibilities. This should include a

description of the patrol route, the frequency of patrols, administrative and other special

duties, and interactions with guests and employees. New officers should conduct patrols

with or shadow a veteran officer or member of hotel management to familiarize

themselves with their responsibilities and duties.

Hotels may consider having their security officers complete a recognized training

program such as the AH&LA’s “Lodging Security Officer Program”. A security officer’s

guide of recommended policies and procedures is available from the Loss Prevention

Department.

Staff Meetings

To help ensure the effectiveness of the security function, staff meetings should be held on

a monthly basis. Staff meetings should be used to communicate the following:

• 
  Changes in hotel operations.
  
• 
  Upcoming special events.
  
• 
  Introduction of new policies and procedures.
  
• 
  Discussion of new trends or security threats.
  
• 
  Discussion of the security monthly statistical report.
  
• 
  Idea exchange, recommendations and brainstorming.
  
• 
  Staff development and training.
  
• 
  Minutes of the meeting and a list of attendees should be maintained. This documentation
  
• 
  could prove useful in demonstrating reasonable care in the event of litigation.
  

Security Officers Program

VIII-7

Guard Conduct

All security officers are expected to abide by a Security Officer Code of Conduct and to

perform their duties accordingly. A copy of the code of conduct is included. In general,

the security officer is to be courteous, tactful and helpful, yet firm in enforcing company

and hotel policies and procedures. Security officers should remain professional in

attitude, appearance, and action.

• 
  The security officer should not become socially involved with, loan money to, or
  
• 
  borrow money from a guest or employee of the hotel. Security personnel should not
  
• 
  accept gratuities from anyone for performing the functions of the job.
  
• 
  Drinking should not be allowed on duty. Security officers should not report to work
  
• 
  under the influence of alcohol or with the smell of alcohol on the breath.
  
• 
  Personal feelings should be kept personal and should not be allowed to interfere with
  
• 
  the proper performance of duties. All people should be treated with respect.
  
• 
  The security officer should not abandon the property while on duty without
  
• 
  authorization. While off-duty, the security officer should not return to the hotel as a
  
• 
  patron.
  
• 
  The security officer should use force only when absolutely necessary to defend his or
  
• 
  her self or another person from injury.
  
• 
  A copy of the Janko Hospitality LLC Security Officer Code of Conduct is included in the
  
• 
  appendix. Each officer should be required to read the code of conduct and sign and date
  
• 
  it. A copy of the form should be placed in each employee’s personnel file.
  

Security Officers Program

VIII-8

Staff Requirements

Job descriptions should be written for each security position, including the Director of

Security, security officers and timekeepers. These descriptions should include the

following:

• 
  Reporting relationships.
  
• 
  Duties and responsibilities.
  
• 
  Qualifications
  
• 
  State accountability.
  
• 
  Confidentiality clause.
  
• 
  The hotel should establish basic qualifications to be used in the selection of a security
  
• 
  force. Minimum qualifications should include:
  
• 
  At least twenty-one years of age and in good physical condition.
  
• 
  A high school graduate or equivalent education.
  
• 
  A satisfactory military record, if applicable.
  
• 
  No prior convictions for felonies or serious misdemeanors.
  
• 
  A pleasant and courteous manner.
  
• 
  Effective written and oral communication skills.
  
• 
  Fulfillment of all training and licensing requirements.
  
• 
  An officer should possess the ability to use good judgment, assume responsibility,
  
• 
  and work well with others.
  
• 
  Security officers should be able to represent the hotel in a responsible manner in the
  
• 
  event of an emergency.
  

A security officer should be familiar with all forms pertaining to the security function and

perform administrative duties such as key control, equipment issue, filing, scheduling,

handling time cards, posting notices on bulletin boards, and writing reports.

Director of Security

The Security Director is charged with the implementation and operation of the security

department. They should be a management-minded professional who is able to motivate,

organize and delegate duties within the security force as well as communicate with both

subordinates and superiors. The security director should establish priorities and set

realistic objectives and be capable of achieving them. Preferably, the security director

should be a full member of the hotel executive committee and report directly to the

General Manager.

It is incumbent upon the Director of Security, or individual charged with the

responsibility for hotel security, to be familiar with applicable laws regulating private

security. In addition to fulfilling the qualifications for a security officer, a Director of

Security should possess the following:

Security Officers Program

VIII-9

• 
  Exhibit the leadership abilities required for the position.
  
• 
  Have a thorough knowledge of the organization and functioning of a security force,
  
• 
  including the ability to handle budgets and administrative functions.
  
• 
  Have the ability to plan, organize and present material for training.
  
• 
  Be mature in judgment and be able to represent the management of the hotel when
  
• 
  dealing with guests.
  
• 
  Have a basic understanding of civil and criminal court proceedings.
  
• 
  Are able to demonstrate supervisory skills necessary to manage the department.
  
• 
  Ability to develop and implement policies and procedures.
  

The security director should keep the General Manager and department heads informed

on matters pertaining to security. Every effort should be made to maintain good intradepartment

relationships and solicit employee observations and suggestions. The

security director should form relationships with other security heads, local hospitality

security organizations and law enforcement. The security director should make an effort

to identify potential threats to the hotel, including criminal activity, labor disputes,

inclement weather, social unrest, controversial meetings and groups.

Security Officers Program

VIII-10

Patrol Procedures & Observations

One of the most important aspects of the security function is the patrol. Patrols help

ensure a safe environment by identifying potential threats, providing a visible presence,

creating a deterrence, reporting criminal activity and providing assistance when needed.

To conduct an effective patrol at a hotel, it is first necessary for the security officer to

become familiar with the hotel and grounds. New employees should patrol the property

with veteran staff or a member of hotel management. In this way, knowledge of the

veteran employees can be passed on.

The patrols should be varied on a daily and hourly basis so a pattern cannot be

determined. Patrols should be established so that all public and service areas are visited.

While patrolling, priority should be given to areas that require special attention and these

areas should be visited as frequently as required and as allowed by other duties. These

areas include the following:

• 
  Parking lots and garages
  
• 
  Hotel perimeter
  
• 
  Entrance and Exit doors
  
• 
  Swimming pool
  
• 
  Lobby
  
• 
  Guest corridors
  
• 
  Exit stairwells
  
• 
  Roof access
  
• 
  Fitness center
  
• 
  Meeting and convention space
  
• 
  Mechanical and store rooms
  
• 
  Restaurant
  
• 
  Kitchen
  
• 
  Lounge
  
• 
  Laundry
  
• 
  Vending areas
  

In large properties, the hotel may be divided into patrol zones. A complete tour of the

hotel or patrol zone should be completed once per hour.

When beginning a tour, security should ensure they have all of their equipment, including

a two-way radio, pencil and notepad, flashlight, patrol wand (watchclock), and keys.

Before starting a tour, the officer should always report to their supervisor or MOD to

obtain updated instructions and/or assignments. Tours should always begin and end at the

front desk. All tours should be documented with an electronic watchclock system. This

system is necessary to ensure and document security efforts and reasonable care.

All unusual activity should be noted and pertinent actions taken during the patrol should

be documented by the patrol officer. A sample security patrol checklist and patrol activity

Security Officers Program

VIII-11

report are included in the appendix. During their patrols, officers should be alert for the

following conditions:

• 
  Suspicious persons and vehicles
  
• 
  Safety hazards
  
• 
  Security breaches
  
• 
  Evidence of criminal acts
  
• 
  Non-functioning light fixtures
  
• 
  Emergency exit signs that are not illuminated or point in the wrong direction
  
• 
  Trash or equipment in stairwells
  
• 
  Room service trays
  
• 
  Missing or damaged fire equipment
  
• 
  Doors that are not properly secured or have been wedged or propped open
  
• 
  Unattended children
  
• 
  Violations of hotel policies
  

Officers finding potential problems during their patrols should notify the appropriate

manager. Officers should re-check items on subsequent days to ensure that any problems

have been corrected. Any outstanding issues should be reported as having not been

addressed.

When patrolling the parking lot or parking garage, care should be taken to tour each aisle.

Officers should use their flashlight to inspect shaded or dark areas. Effort should be

made to look between rows of vehicles for signs of damage or vandalism. Trucks and

trailers should be inspected to ensure they are secure. If suspicious individuals or

evidence of a crime is observed, the officer should first check in with their radio and

report that they are investigating a potential crime.

The swimming pool and sauna should be checked hourly. Any unattended children or

persons using the facilities after hours should be requested to leave and the event should

be documented. Security officers should walk the pool deck looking for safety hazards

and missing or damaged lifesaving equipment. They should look into the pool and do a

visual check of the main drain. If the main drain is not visible or any safety hazards are

present, the pool should be closed. Access points to the pool, including doors and gates

should be locked when the pool is closed.

All hotel entrances and exits should be checked. Doors which are supposed to be locked,

or which are equipped with electronic locks should be checked to ensure that they are

closed and locked. Emergency exits should be checked and kept free of obstacles.

When hallways are patrolled, officers should look for doors which are left open or only

partially closed. The officer can check any doors found open by knocking on the door and

announcing their presence. If someone is in the room and the reason for their presence is

questionable, their identity and purpose in the room should be established. Any

questionable circumstances should be resolved by calling the MOD. If the room is

Security Officers Program

VIII-12

vacant, the door should be closed and a call made to the front desk. The incident should

be documented on the watchclock or patrol log.

Officers should look for any items left in corridors or in stairwells. These should be

removed when possible, recorded in the patrol log and reported immediately to the MOD.

Hotel property or trash should not be stored in exit stairwells.

Security should check the lounge once per hour, but should not loiter or fraternize with

guests or employees.

Another way to check on the reliability of guards on patrol is to have a supervisor spotcheck

them on an unscheduled basis during their evening rounds.
Security Officers Program

VIII-13

Dress Requirements

Security staff should wear a uniform which distinguishes themselves from other hotel

employees. A nametag identifying the employee as hotel security should be visible on

the front of the uniform. The choice between formal uniforms (police-like) and business

attire (plain-clothes) is the decision of local management. In order to help you with this

decision, the following guidelines are provided:

Formal Uniforms are preferable when:

The officer will be outside most of the time.

The appearance of a uniformed authority is desired.

The hotel is in a high crime area.

Clientele may expect an "officer" to be on duty.

If a uniform is used it should always be worn as a complete uniform and should be clean

and pressed. Only clip-on neckties should be used. Shoes should be shined and uniform

metal should be polished. Patches or embroidery should be used to identify the officer as

a hotel employee.

Business Attire is preferable when:

The majority of the security duties are inside.

You are not in a high crime area.

The clientele you serve might react unfavorably to the presence of a uniformed officer.

The business attire should be professional, clean and pressed, and compliment the

uniforms worn by other staff. It is the responsibility of the General Manager or the

Security Director to ensure the uniforms are appropriate for the environment.

Hotel guests will encounter security personnel daily. Their impression of the hotel will

be affected by this interaction. While a formal daily inspection is not required, the

appearance and professionalism of security should be a subject of concern.

Whether in uniform or in business attire, the individual's hair should always be

professional in appearance. Hands and fingernails should be kept clean.

Security Officers Program

VIII-14

Communications Equipment

Communication between patrolling security staff and the front desk or dispatch should be

available at all times. This communication is necessary to ensure prompt response to

emergencies, investigate suspicious activities and ensure customer service.

Two-way radio communication on protected channels is an effective form of

communication. This allows immediate contact between the officer and the desk as well

as between individual officers. These systems can be purchased, rented, or leased. When

establishing a radio program, care should be taken to ensure that all applicable licenses

are maintained and all FCC regulations are complied with.

"FRS" radios (Walkie Talkies) should be avoided as they are limited in range and the

frequencies are not protected.

Pagers provide both one-way and two-way contact, but are not always adequate for

emergency use.

Since this equipment is important to hotel operations, it should be tightly controlled. All

equipment should be signed out, signed in, and audited daily. Broken or damaged

equipment should be repaired immediately. Batteries sufficient to ensure continuous

operation should be available.
Security Officers Program

VIII-15

Responsibilities

The purpose of a security department is to help ensure that the hotel provides reasonable

care for its guests, employees and their property, as well as the protection of hotel assets.

An effective security program may include the following activities:

• 
  Patrolling buildings and grounds frequently and regularly.
  
• 
  Conducting preliminary investigations of all complaints alleging losses resulting from
  
• 
  unlawful or questionable conduct.
  
• 
  Assisting with the development and implementation of employee identification
  
• 
  programs.
  
• 
  Establishing and maintaining effective cooperation with law enforcement and fire
  
• 
  agencies.
  
• 
  Inspecting all incoming and outgoing employee packages.
  
• 
  Reporting safety hazards for corrective action.
  
• 
  Developing, in conjunction with the personnel department, meaningful educational
  
• 
  programs designed to instruct and create cooperation with the employees on loss
  
• 
  prevention.
  
• 
  Enforcing corporate and hotel policies and procedures.
  

Security Officers Program

VIII-16

Authority

A hotel security officer normally possesses no powers greater than those of a private

citizen. However, as a representative of a private business, a security officer has the

authority to enforce hotel policies. Because a hotel security officer is involved in

protective functions on a daily basis, and because of training and experience, they may

use certain powers more than other citizens. The exercise of these powers may involve

nothing more than simply stopping undesired activities or behavior.

Local, state and federal law sets limits on the behavior of hotel security officers. Activity

beyond these limits could result in criminal or civil actions being filed against the hotel

and the employee.

In performing their duties, hotel security personnel may become involved in a variety of

protective functions which impact guests and employees. The security officer should be

courteous in their actions and use good judgment and common sense. The security

officer should function within the law at all times.

Security personnel should take no action impacting an individual’s freedom or right to

privacy, conduct confidential investigations, or provide assistance to governmental

authorities relating to hotel matters without prior approval of the Director of Security or

General Manager, unless action is required before approval can be obtained. The

Director of Security or General Manager should be apprised of all pertinent facts

immediately after the action is taken.

Criminal complaints should not be signed on behalf of the hotel without the prior

approval of the Director of Security or General Manager.