Hospitality Focus on Safety: Hotel Security
Hotel Security is one of the most important responsibilities you have to your guests and your fellow staff members. It requires a forward-thinking mentality so that every precaution is taken to protect both life and property.
entrance to the building itself
dark areas of the parking lot
room with only one exit
information kept at the front desk or by the front office personnel
person who has a key
untrained or mismanaged staff members
staff members on the property should be dressed in a clean and properly fitted
uniform with a name tag. This is one of
the most common negligent practices in hotels and it is extremely
important. The staff should be set
apart, trusted and in charge while working.
An absent, incomplete or ill-fitted uniform suggests an imposter and
will give the guests reasons to question the security of the hotel.
daily building walk should be performed to note any potential breaches of
light in the building, on the building and in the parking lot should be clean
and in working condition at all times.
checks should be performed every day to make sure that all entrances to the
building are closed and locked. The
front door should be the only open access and it is recommended that the front
door is locked also between the hours of 11 pm and 7 am.
guest room door and house area door should remain closed and locked at all
times unless a staff member is directly blocking the door with his person or
Keys should be labeled, signed in and out with a witness, inventoried daily and
keys should only be active for the actual dates of the stay or one week at a
time, whichever is shorter.
staff members should be trained to direct any locked out guest to the front
guests listed on the registration with a valid ID should receive a key to a
guest at the hotel must be required to show a valid ID at check in, to receive
a duplicate key or to receive any information from the front desk regarding a
reservation, payment or stay.
guest’s room number should never be stated out loud or shared.
should be programmed on all phones to be a direct call, having no requirements
to access an outside line first.
staff members should be trained to refrain from any conversations with guests
regarding other guests or company business.
personal and payment information for guests should be kept in a locked drawer.
access to the PMS systems should lock down automatically after five minutes of
non-use. If any staff member walks away
from a PMS system for any time, he should manually lock it down.
suspicious activity should be reported immediately and taken care of.
In the event of a security incident:
- Follow the guidelines for the incident found in the Emergency Binder.
- If you feel you may have incurred an injury of any kind, report it immediately to your supervisor.
- Be very clear on whether you require immediate medical attention, imminent medical attention or request additional accommodations to prevent injury in the future.
- Report the incident to the Risk Management Team.
- Inform the staff of the incident and make corrections to procedures or errors to ensure that this incident does recur.
June McCreight began her career in the hospitality industry as a housekeeper in 1996. In the years since, she has risen through the ranks, learning maintenance, front office, sales and revenue management, property management and district management, bench management and opening team management. She has trained hundreds of hoteliers and won many awards for her management successes. In 2011, June wrote and published, The Strangers in My Beds, a fictional novel based strictly on the strange events of her career in hotels. In 2014, June partnered with her father, a very accomplished software architect, and opened the business, Coba Enterprise Management, LLC with a very unique and specialized CMMS (Computer Maintenance Management System) software for hotels.