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Definition:

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.

Potential Exposures:

• Any entrance to the building itself
• Any dark areas of the parking lot
• Any room with only one exit
• All information kept at the front desk or by the front office personnel
• Any person who has a key
• Any untrained or mismanaged staff members

Prevention:

• All 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.
• A daily building walk should be performed to note any potential breaches of security.
• Every light in the building, on the building and in the parking lot should be clean and in working condition at all times.
• Multiple 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. 
• Every 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 work equipment. 
• Master Keys should be labeled, signed in and out with a witness, inventoried daily and reprogrammed monthly.
• Guest keys should only be active for the actual dates of the stay or one week at a time, whichever is shorter.
• All staff members should be trained to direct any locked out guest to the front desk.
• Only guests listed on the registration with a valid ID should receive a key to a guest room.
• Every 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.
• A guest’s room number should never be stated out loud or shared.
• “911” should be programmed on all phones to be a direct call, having no requirements to access an outside line first.
• All staff members should be trained to refrain from any conversations with guests regarding other guests or company business.
• All personal and payment information for guests should be kept in a locked drawer.
• All 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.
• Any 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.

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