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.
Introduction

I-3


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

complete the report, management should make every effort to obtain complete information

concerning the claim or incident, including the names and addresses of any witnesses and

photographs of where the incident occurred. Only managers, or their designees, who are

familiar with reporting procedures should have this responsibility. If necessary, the

responsible manager or designee should interview the guest(s) or employee(s) to obtain all

necessary information. Hotel policy should encourage employees to report all injuries and accidents. The following are examples of claims or incidents that should be reported to the Risk

Management Department:




  • Guest or employee injuries.

  • Loss or damage of guest property.

  • Loss, damage or destruction of company property or assets.

  • Fire.

  • Any incident which could result in a claim against the company.

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.
Introduction

I-5


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:


  • Inventory and supplies destroyed or damaged.

  • Salvage operation cost, including labor and materials.

  • Machinery and equipment and associated supplies.

  • Office furniture, fixtures and associated supplies.

  • Structural repairs, including improvements thereto.

  • Removal of debris.

  • Temporary repair costs and protection.

  • Employees' personal effects.

  • Property of others (guests, employees, visitors, contractors, etc.) for which the

  • company may be liable.

  • Business interruption (Loss of revenue due to property loss)

  • All losses in excess of $500.00, or involving fire, should immediately be reported to the

  • Risk Management Department.

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.

Tenant or Vendor Loss

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.

Introduction

I-7


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:



  • Devoting the funds necessary to accomplish the requirements of an effective security

  • program.

  • Requesting from the hotel Safety Committee periodic status or progress reports and

  • following up on those areas in need of attention.

  • Spending reasonable time in discussions with employees of safety and security

  • problems.

  • Delegating to operational management the responsibility for the successful application

  • of safety and security programs.

  • Providing effective training programs for employees.

  • Providing guests with educational material in the areas of safety and security.

  • Participating in community safety organizations and training opportunities.

  • Investigating promptly, and taking corrective action on, all guest complaints and

  • incidents.

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.

Hiring Process

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.


Employee Procedures & Controls

II-3


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:



  • Social Security Number.

  • Position and salary.

  • Basic physical description.

  • Nature of duties.

  • Verification of dates of employment.

  • Performance rating.

  • Reason for termination or resignation.

  • Previous employment as shown on their records.

  • Whether eligible for rehire and if not, why not.

  • Character, honesty, and reputation.

  • Attendance and tardiness record at work.

  • Any other job-related information.

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.

Hiring Standards

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:


  • More than two moving violations have occurred within the last three years.

  • A "driving while intoxicated" or "driving while under the influence" violation has

  • occurred within the last five years.

  • The driver's license has been suspended or revoked as a result of moving violations

  • within the last five years.

  • No employee under the age of 18 should be allowed to drive a company vehicle.

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:


  • The license should be valid for the state in which the vehicle will be operated.

  • The license should cover the type of vehicle being driven or the use involved (for

  • example, a chauffeur's license may be required for a courtesy van driver).

  • The license should be current. (Note the expiration date.) Ensure the license is

  • renewed on time and a copy of the renewed license is placed in the personnel jacket.

  • Employee Procedures & Controls

  • II-6

  • The name on the license should be exactly as it appears on the hotel's payroll.

  • The driver should meet any specifications or restrictions stated on the license.

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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