22/04/2012

Security at work

Key Control Procedures:

A log can be used to monitor the distribution of master keys. This should include the date, time and the name of the person who signed for a particular key. Every time an employee receives or returns a master he/she should be required to initial or sign the log.

The person issuing the keys should also initial or sign the log for each master key transition. Exhibit 7.7 shows a sample key control log. In larger properties, the linen room attendant distributes and secures a key for room attendants. At seller properties, the housekeeper or front desk may assume the function.

Employees that issued keys should keep the keys on their person at all times. E.G. Key belts, Wrist band or neck chains. Master keys should never be left on top of a housekeeping cart, or in someone else’s hand. It is very important that the correct authorized personal handle certain keys, to avoid theft, confusion, missing stock, unhappy guests and loss of effective time management.

Key control:

The grand master key:

These double locks a room so that nobody can enter until a senior member or staff opens it again. Such a key is normally used in a hotel where it is advisable that the door remains locked for a specific reason. This key is normally held by the duty manager, security officer or other responsible person.

·       There use should be strictly controlled and recorded.

·       An emergency key should never been taken from the hotel property.

Master key:

These will open all doors expect where a door has been locked with a grand master. They are usually carried by junior manager or department heads. The loss of a master key required the changing off all locks at ones.

·       When not in use on the property, a master key should be secure in a designated place for safekeeping.

·       Only authorized personnel should have access to master keys.

·       Keys are issued to personnel based on their needs to use the key – not simply on their status.

·       A written record should be maintained of which employee have received a master key.

A floor key:

Is a key that operates only a portion of the locks (as on one floor of a hotel) in a master-keyed system.

A guest room key:

Opens a single guestroom if the door is not double locked.

·       Front desk agents should not give a guestroom key just to anyone; the agent should check appropriate identification to ensure that the person who asks for the key is the guest registered to that room.

·       The front desk should remind to the guest to return the key, when they check out.

·       Key deposit also helps to bring the keys back to the front desk – which can contribute to the effective settlement of a guest account.

·       The front desk should work closely with engineering and maintenance to assure that guestrooms are rekeyed periodically.

·       Keys issued on a temporary basis should be recorded in a log. – Issue date, time out, time in, recipient’s name and issuer’s name.

·       Always keep your keys with you.

From time to time company, customers or staff property may go missing. This can be due to variety of reasons, such as:

Customers property may have been left behind.

Customers property may have been moved without people knowing and may, in fact, be misplaced rather than lost.

A member of staff may have been careless about returning property, such as dirty linen to the linen room or crockery to the crockery store.

Items may have been stolen from the premises.

In most establishments there will be procedures for dealing with any missing property.

If you discover that property has gone missing it is important that you follow the right procedures. E.G. What is missing – Description; Date and time; the action of what you gone do.

In some cases you organization may decide to report the lost to the police.

Procedures for reporting lost and found:

Length of time held – All lost and found items should be kept for at least 90 days.

Procedures for valuable items – All items should be tagged, logged and secure after they have been turned over to the lost and found, valuable items tagged, logged and then kept in the hotel safe.

Procedures for passports – Is being kept for the period of time in the hotel safe.

Disposal items – If the items are not claimed it is up to management as to show the dispose of the items properly.

Recording lost property:

In most establishment there are procedures for recording lost property.

Write it in the Lost Property Book.

·       Information required should be recorded clearly and accurately.

·       Important to take an address or telephone number so that the person can be contacted.

·       If you find property it is your responsibility to report the find so that you can returned to the person.

Lost Property Record
Date/ Time loss reported	Description of item lost	Where item lost	Lost by (Name, address, Tel)	Item found (where, when, by whom)	Action taken

·       Clear procedures should be developed for inquiries concerning lost and found items.

·       All telephone calls should go directly to the department  responsible.

·       The employees should record this information.

·       Lost and found personnel store the item until its claimed by the owner.

·       Lost and found should be secured according to management policy.

·       Under no circumstances should a found article be mailed to the address on a registration card without the guest’s explicit permission.

·       The hotel should send a letter to the guest that asks him or her to contact the hotel to identify the found item.

·       Once ownership of the item is established, the item can be mailed  to an address specified by the guest.

·       In some states, the hotel has a legal right to sell unclaimed property if the owner does not respond to letters or other appropriate forms of contact within a stipulated length of time.

Secure storage areas:

·       Throughout the building there will be areas designated as storage, weather for customers or staff.

·       Storage areas, particularly those allocated for use by customers (such as a secure lockers in hotel) are especially sensitive and can lead to a great deal of damage to the business if items from such areas are lost or go missing.

·       Store rooms, refrigerators, freezers and cellars often contain a great deal of stock which constitutes some of the assets of the business, these areas must be protected from potential loss.

·       Some items can be easily removed from the premises and are therefore of particular concern. E.g. Small linen, cutlery, crockery, food, wine, toiletries etc. Large items can also be taking but will need lots off planning.

·       It is therefore important to minimize the risk as much as possible by following some fundamental guidelines.

Securing access:

·       By carrying out regular checks.

·       Ensure access to storage areas in restricted to specific in individuals. These will make it easier to trace any missing items.

·       Never leave keys lying around or in locks.

·       Never lend keys to other staff, visitors, especially master key.

·       Follow any organizational procedures regarding the reporting of lost keys. It may be necessary to trace the lost key.

·       If you are working in a secure area, e.g. a food store room, always lock it when you leave, even if it’s for a few moments.

Permiter control:

A survey of the building and surrounding should be made. Following measures:

·       The surrounding areas

·       The external building face

·       Fire and explosive hazards

·       Vital facilities

Crime prevention:

It is impossible to eliminate all employees and guest theft in a hospitality operation. However management can reduce the volume of furniture, fixtures, equipment and soft goods stolen from property by reducing the opportunity to steal.

E.g.

Guest theft:

Unfortunately, guest is all too common in hotels. Some guest theft is considered a form of marketing, other is not.

Employee’s theft:

Good inventory control procedures can control theft. Detailed record that note any unusually or unexplained fluctuation should be kept off all items in sock. If property designs permits, management should designate employee entrance care under law.

Customer/client reassurance:

Guest expect to sleep, meet and dine and entertain in a facility that they feel safe and secure and is entitled to reasonable care under law. Hotel staff can be help meet this guest expectation and in some cases make the difference in the property’s safety and security system.

My Role:

It is important for you to follow any particular security procedures that are in place in your establishment.

Crime prevention – Security should be concerned with ensuring that needed equipment and materials is available in the right quantities at the right time when enquire.

Misuse – To find out the total if items used over a period of time the housekeeper and maintenance department will make sure of a monthly consumption sheet.

Cost reduction – Assets are everything the hotel owns which has commercial or exchange value. Control procedures for keys, line.

Guest belongings:

Never tell what you saw in a room of a guest

Never thatch or look in guest belongings.

If you do porter service, take the guests information and never give it to someone. Also never let the information lay around that everybody can see.

Customer confidentiality:

ü Never give out information to member of the media, always refer them to the General Manager.

ü Never tell any guest or member of the public the room number of any other guest.

ü Never give out information regarding hotel occupancies, this is confidential information.

ü Never give information out regarding salaries, numbers.

ü When you do cash up never do it in front of a guest, do it behind a close door.

ü Never count money in front of people, someone can watch and later rob you.

ü Never give card number out to any guest or staff member that have nothing to do with it.

ü Never give information to a guest about the stock you bay and for how much you shell.

ü Also don’t discuss another staff member  with a guest.

“ As als in n besigheid nie nagekom word nie, maak diet 50 deure toe vir mense/ besighede”

 Equipment and utensils:

When keys go missing it is always a security risk. As soon as you notice or are information those keys have gone missing, inform the head of your manager and change the locks, but don’t tell anybody just the necessary.

Always have a copy, at security and when needed, sign in and out.

Have a key sheet of signing in and out of keys, to see who is using it.

Check the security in your hotel/ restaurant, tray to see if any items that can be stolen, not been stolen. Have cameras or sign in and out sheets.

Ensure that storage areas are kept locked.

Report a suspicious item:

o   If you are reporting a suspicious item make sure you are able to tell your contact.

o   What the suspicious package looks like.

o   The exact location of suspect devises.

o   The precaution you have taken so far.

o   The existence of any knows hazards in the surrounding area.

o   The reason for your suspicion.

o   Any witnesses to the placing of the package or item. 

Employer’s responsibilities:

§  Provide and maintain plants and systems of work that are safe and without risks to health.

§  Make arrangements to ensure safety and the absence of risks to health in connection with the use, handling, storage and transport of articles and substances.

§  Provide such information, instruction, training and supervision as well ensure the health and safety of employees.

§  Maintain any place of work under their control in safe condition without risk or health and provide at least statutory welfare facilities and arrangements.

Employees responsibilities:

§  Take responsible care of your own health and safety.

§  Take responsible care of the health and safety of other people who may be affected by what you do or neglect to do at work.

§  Report any physical condition or system, which you consider unsafe in the workplace.

Report all incidents:

Must report all incident it does not matter how small the incident was of how big, there must be all the correct procedures on the paper. The General Safety regulations and section 24 of the OHS act stipulate that injuries and accidents must be reported. The injuries and accidents to be reported are those of a serious nature in which professional medical attention is needed, and from which absence from work will occur.

Incidents report: Must write a report of what happened, so that the person can’t take you to court because he write something ells of what happened, and for your company to have evidence of all the incidence that happened.

Incidence on duty: Is when you get injured when you are on duty. So you have to fill in a incident on duty form.

E.g.

Full name of injured person:
Occupation:		Supervisor:
Time of accident:	Date of accident:	Time of report:	Date of report:
Nature of injury or condition:
Details of hospitalisation:
Extent of injury (after medical attention):
Place of accident or dangerous occurrence:
Injured person’s evidence of what happened (included equipment/item/or other persons):
Witness evidence:
Supervisor’s recommendations:
Date:                                         Supervisor’s signature:

Accidents in the workplace:

Accidents are always in a workplace. An employee must take care of his own health and safety, as well as that of other person who may be affected by his or her actions or negligence to act when needed.

The Occupational Health and safety act refers to the general duties of employees at work.

Take responsible care for health and safety of himself and other persons who may be affected by his acts or omissions.

Carry out any lawful order given to him and obey any health and safety rules and procedures laid down by his employer or by anyone authorised there to by his employer in the interests of health and safety.

Accident Prevention:

 For any accident/Injury that occurs at work, it is important to follow a few basic rules:

·       If you have first aid training, you can offer basis assistance.

·       Call for assistance.

·       Stay with the injury person at all time until help arrives.

When there is a violent situation staff may have to follow the company’s evacuation procedures.

As in every emergency, remain calm – guest and colleagues depend on you to think clearly. Your evacuation procedures will be a variation on the following procedures.

1.    Contact all guest and advise them to proceed assembly area. Staff must go and help deaf or disabled guests in the hotel.

2.    Secure all stocks and supplies.

3.    Switch off all machinery, electrical and gas mains.

4.    Collect all vital and valuable documents such as staff and guest lists.

5.    Evacuate along the pre- determined evacuation route.

6.    Assist to evacuate guests – politely and firmly move guests and colleagues out of the area and away from any potential danger.

7.    Report at the Assembly Area for head count.

8.    If necessary, and if possible assist Housekeeping to: Ensure that an adequate supply of blankets, pillows and old, clean sheets is available to the first aid stations.

9.    If necessary, and if possible assist the kitchen to: Ensure that an adequate supply of refreshments is available for member of the Emergency services, guests, staff and all assistants. Liase with other hotels in the area to assist with the provision of meals. Liase with service staff to set up refreshment station and staff these.

10.                       Do not ask guest to assist you in any way other than to follow evacuation procedures.

Checklist / Survey:

You have to have a checklist or survey of what is broken in you section. Because if you don’t have it or you don’t check what is broken or lose it can offend you or your guest, something can happen and that can cause an accident. Also for people like the Health inspector that can close your hotel/ restaurant/section because you don’t check for hazards and can cause health and safety for you, the guests and staff.

Your company must maintain appropriate security documentation.

Checklists- it can help to see if the checklists are completed.

Explain how to maintain a high level of security for staff, customers and describe the impact o the organisation of not doing this:

 

Security within the organisation is extremely important for both the guest and staff. The organisation must meet national and provisional standards in order to secure the environment:

1.    Ensure that all surveillance equipment, namely cameras. CCTV, ect are in place and in working condition.

2.    Metal detectors must be in place at all public entrance.

3.    Hotel security must be on accessible twenty-four hours.

4.    Spot checks must be carried to ensure that security procedures are in place.

5.    All fire exits must be tightly secure from the outside.

6.    Alarms must be in working condition.

7.    All staff must have identification cards in order to be allowed access to certain unauthorised areas.

8.    Security sign, preventing access to demarcated areas must be clearly visible.

Regardless of their job title, it is staff’s responsibilities to ensure that all the company property within their work areas is secure properly:

1.    Do not all unauthorised people to walk through your work area or use your equipment.

2.    Report lost or stolen items.

3.    If you notice suspicious people loitering outside the gate, inform security and your head of department immediately.

4.    If you noise someone loitering inside the property, politely ask if you may be assistance. If they do not want assistance, inform security and your head of department immediately.

5.    When keys go missing it is always A security risk and inform your head of department.

6.    Items left lying around the hotel constitute a potential security risk to guest and staff alike. No staff members should touch, handle or examine them. Inform security immediately.

7.    Ensure storage areas are locked. Must be locked at all times, just staff authorised persons include management.

8.    Company property must be left lying around when it is not needed.

9.    If you notice an area, which is not under control, has been left unlocked, inform the responsibility manager or security.

Security measures are carried out or not carried out, have the following impacted on the company as follows:

·       In a hospitality establishment, maintaining a secure environment for customers and staff is part of providing a high standard of service. If the security measures are not adequate guest will be dissatisfied with the service.

·       Security is a high priority for customers, their expectation is to feel that they are safe, their privacy is protected and their personal property is secure from theft or damage.

·       Security is also important for the establishment and its staff.

·       Employees also have the right to safe work environment where their personal safety is not threatened and they do not have to bear the cost of replacing stolen personal property.

There must be a high standard of security for staff and guest. If there is not a high standard your place is definitely not safe. So it is important to have a good security at your hotel, restaurant so that it can be safe for you and the guests. If it’s not safe and people get hurt or something get stolen from their staff they won’t come again or they will take you to court and that won’t be a good example. So there is lost off staff that you must look at e.g. their security, privacy ect.

Identify the areas of the environment which need attention in relation to security:

Customer areas: e.g. dining rooms, toilets, bars,

reception, cloakrooms

Staff areas: e.g. changing rooms, rest rooms, toilets

Storage areas: all storage rooms and cupboards

Visitors: guests’ visitors, external

Dealing with a bomb threat:

Immediate action need to taken as a bomb could go off at any moment.

Staff should know:

   Be aware of and follow establishment policy with regard to bomb threats and evacuation procedures.

   Evacuate your immediate work area.

   Search your work area should this be your responsibility.

   Evacuate the premises and usher all guest/staff through appropriate exits to specified assembly areas.

Hazards spotting:

When you spot a hazard, or potential hazard, rempve it immediately (if you can) and report the situation to your head of department.

If you are unable to remove the hazard, as in the case of a doorway blocked by a delivery of goods.

By taking immediate action over a potential hazard you will be contributing design and they will need a different approach and mover time to solve.

Dealing with suspicious individuals:

Since you are working in the business of hospitality, there will be inevitably and frequently be strangers within the building.

As part of your job you should keep yourself alert to the presence of strangers in areas reserves for staff.

An individual fitting any of these descriptions might said to be acting spuriously.

·       Someone wearing an incorrect uniform.

·       Someone asking for directions to certain areas where you would not expect them to work.

·       Someone carrying company property in an area not open to them.

·       Someone who appears lost or disorientated.

·       Someone who just look suspicions.

·       Someone who seems nervous, startled or worried, or in perspiring heavily.

Reporting to a suspicious individuals:

Challenge them politely: As if you can help them or direct them to the way out.

Report the presence of a stranger to your head of department.

Do not approach the person if you feel uncomfortable or potentially threatened by them.

In all cases, do not put yourself at risk.

Warning signs of a violent situation:

Spot the warning signs, observing what are going on inside as well as outside your work area.

Tell your Head of department before it’s too late.

Very often there are warning signs of a violent situation:

·       You can feel changes in the atmosphere or mood.

·       Sudden silence.

·       Higher pitched voices.

·       Head turned in the same direction, watching.

·       People moving away from the area.

·       A circle of people forming.

Minor incidents: Fell of the stairs, burn your hand. - Supervisor contact

Major incidents: raising alarm, evacuation of building – Head of departments.

Bomb threats: telephone procedure or threats. – Manager on duty and head of department.