安徽大学研究生导师简介CreateTime

Chapter9:

SafetyandPropertySecurity

雷达物位计HotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458Hotelsarenotrequiredtoensureguestsafety.However,mustexercisereasonablecareforguestandemployeesafety.Hotelmaybeheldwhollyorpartiallyliableforresultinglossorinjuryifitisfoundthatahotelhasexhibitedanabsenceofreasonablecareforguestsafety.PersonalSafety:

LegalLiability&GuestSafetyProtectionofanindividual’sphysicalwell-beingandhealthSafetyProtectionofanindividualorofbusiness’propertyorassetsSecurityHotelsarenotrequiredtoensureguestsafety.HotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458FacilityEngineering&MaintenanceLocallawenforcementofficialscanprovideno-costsafetyandsecuritytrainingforemployees.Trainingemployeesto1)ensureguestsafety,2)worksafely,and3)assisthotel’ssecurityefforts.EmployeesafetytrainingisanongoingprocessReinforcesthat:Guestsafetyandhotelsecurityistheresponsibilityofeverymanager,supervisor,&employeeofthehotel.PersonalSafety:StaffingforSecurityOperationofSafety&SecurityCommitteeEmployeesafetytrainingLocallawenforcementHotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458ReducechanceforgueststobevictimizedintheirroomsbysomeonewhohadrentedthesameroomonapriornightHelpreducetheincidentofemployeetheftfromroomsPersonalSafety:SafetyResourcesRecodablelocksSurveillancesystemsUseofVCR-Recordingactivityatfrontdesk,inparkingareas,andnearcashiersUseofCCTV(Closed-CircuitTelevision)Inamultiple-entrypropertywheremanagementdesirestomonitoractivityoutsideeachentranceHotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458InternalalarmsAlarmsystemsNotify(contact)anexternalentitysuchasfireorpolicedepartmentsifalarmisactivatedContactalarmsPersonalSafety:SafetyResourcesServetodetercriminalormischiefactivityNotifyanareawithinthehotelifalarmisactivatedProtectstorageareas,hotelfacilities(pools,spa,andexerciseareas),andhotelandperimeterBothfederallawandlocalbuildingcodesmandatehotelfirealarmsHotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458Fire/poweroutages/severelyinclementweather/robbery/deathorinjurytoaguestoremployee/bombthreat/intensenegativepublicitybythemediaPersonalSafety:SafetyResourcesEmergencyPlans:theidentificationofathreattothesafetyandsecurityofthehotel&hotel’splannedresponsetothethreatResponsetoeventsinmosthotels’emergencyplansAnemergencyplanmustbeawrittendocument,including:TypeofcrisisWhoshouldbetoldwhenthecrisisoccursWhatshouldbedoneandwhoshoulddoitinthecrisisWhoshouldbeinformedoftheresultsorimpactofthecrisiswhenitisoverWherepractical,hotelsshouldpracticeimplementationoftheirplan!HotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458Figure9.3liststenkeypracticesforparkinglotsafetyFigure9.2liststenkeypracticesforspasafetyFigure9.1liststenkeypracticesforswimmingpoolsafetySwimmingpoolsPersonalSafety:SpecialSafetyIssuesSpasParkinglotsAlwaysrememberhowtoimproveguestsafetyandminimizethelegalliabilityofthehotel!HotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458Allhotelsshoulddocumenttheirsafetyandsecurityrelatedefforts!PersonalSafety:DocumentingSafetyEffortsPrepare&completeMODchecklistsforeachcriticalareaofhotelAppropriatefrequency,contentandnumberofchecklistshouldbedeterminedIncidentreportslistingthe“who,what,where,andhow”shouldbefiledandmaintainedDocumentminutesfromsafetyandsecuritycommitteemeetings,generalstaffmeeting’snotesrelevanttosafetyissues,recordsofemployeetrainingrelatedtosafetyandsecurity,andsafetyseminarsattendedbyemployeesHotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458ProvideasafeworkplaceforemployeesbycomplyingwithOSHAsafetyandhealthstandardsPersonalSafety:

OccupationalSafety&HealthAdministrationOSHAregulationsensurebusinesses:ProvideworkerswithonlytoolsandequipmentthatmeetOSHAspecificationsforhealthandsafetyEstablishtrainingprogramsforemployeeswhooperatedangerousequipmentReporttoOSHAwithin48hrsofanyworksiteaccidentthatresultsinfatalityorrequireshospitalizationoffiveormoreemployeesMaintainthe“OSHALog200”(anon-siterecordofwork-relatedinjuriesorillness)andsubmitittoOSHAonceperyearHotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458DisplayOSHAnoticesregardingemployeerightsandsafetyinprominentplaceswithinthehotelOSHAregulationsensurebusinesses(continued…)ProvideallemployeesaccesstotheMaterialSafetyDataSheetsthatprovideinformationaboutthedangerouschemicalstheymaybehandlingduringworkPersonalSafety:

TheOccupationalSafety&HealthAdministrationOfferno-costhepatitisBvaccinationsforemployeeswhomayhavecomeintocontactwithbloodorbodyfluidsCompliancewithOSHAstandardsResultsinFeweraccidentslowerinsurancecostshealthierworkforceHotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458HotelsbondthoseemployeesinapositiontoembezzlefundsPropertySecurity:ThreatstoAssetSecurity

-InternalThreatsMethodsoffraudrelatedtocashieringChargingguestsforitemsnotpurchased,thenkeepingtheoverchargeChangingtotalsoncreditcardchargesaftertheguesthasleftorimprintingadditionalcreditcardchargesandpocketingthecashdifferenceMisaddinglegitimatechargestocreateahigher-than-appropriatetotalwiththeintentofkeepingtheoverchargeVoidinglegitimatesalesas“mistakes”andkeepingthecashamountofthelegitimatesaleFacilityEngineering&Maintenance9Charginghigher-than-appropriatepricesforhotelgoodsorservices,recordingtheproperprice,thenkeepingtheoverchargeHotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458PropertySecurity:ThreatstoAssetSecurity

-InternalThreats(continued….)TimeShouldhavestrongcontrolsinplaceregardingtimecards.Threenoncashassetsmostsubjecttoemployeetheft:CompanypropertyCarefullyscreenemployeespriortohiringReducetheftopportunitiesbyusingeffectivesecurityTreatallprovencasesofsimilartheftinasimilarmannerServicesMonitorlong-distancetelephonebillsgeneratedbyeachadministrativetelephoneextensionnumberHotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458PropertySecurity:ThreatstoAssetSecurity

-ExternalThreatsCashRobberyisnottheoccasiontoattempttheprotectionofcashassets.Robberyisthetimetoprotectstaff!Duringarobbery,complyingwithrobber’sdemandsandobservingtherobbershouldbetheemployee’ssoleconcern.Ifnocontactalarmisinstalledinthecashier’scashdrawer,anemployeewhoisrobbedshould,attheearliestsafeopportunity,contactlocallawenforcementofficialsaswellasothersindicatedintherobberysectionofthehotel’semergencyplan.HotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458Otherassets:security-consciousmanager:PropertySecurity:ThreatstoAssetSecurity

ExternalThreats(continued….)Hangallartworkinlobbies&guestroomswithlock-downstylehangersAvoidplacingvaluabledecorations&décorpiecesinareaswheretheycanbeeasilytakenbyguestsTrainroomattendantstoalertmanagementifexcessiveamountsofin-roomitemsgomissingfromstay-overroomsBolttelevisionssecurelytoguestroomfurnitureTrainallemployeestobealertregardinglossofhotelproperty&toreportanysuspiciousactivityHotelOperationsManagement,1/e ©2004PearsonEducationHayes/Ninemeier PearsonPrenticeHall UpperSaddleRiver,NJ07458Guest-theftofhousekeepingsuppliesTheftfromguestroomsbyroomattendantsorotheremployees-bestpolicyistoreporttheincidenttolocallawenforcementLargestareaofsecur