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-
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
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
Guest or employee injuries.
Loss or damage of guest property.
Loss, damage or destruction of company property or assets.
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
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.
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.
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
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
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.
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
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
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
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,
Proper operation of first aid and fire equipment.
Housekeeping routines, maintenance of egress spaces, and access to fire fighting
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
considered the best insurance against hiring dishonest persons. Once an individual is hired
it is management's responsibility to ensure they are properly trained.
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