TRABAJO PRÁCTICO: HOTEL´S SECURITY DEPARTMENT

ASIGNATURA: EDI 3
ALUMNO: RIVERO G. RODRIGO

DOCENTE: LILA VOEFFREY

FECHA: 04/07/2024
INSTITUTO SUPERIOR DE FORMACIÓN DOCENTE –
ESCUELA NORMAL Nº8 – PUERTO IGUAZU - MISIONES
 Hotel Security

What is Security?
Security as a condition is the degree of resistance to, or protection from, harm.
It applies to any vulnerable and valuable asset, such as a person, dwelling,
community, nation, or organization. Establishing or maintaining a sufficient
degree of security is the aim of the work, structures, and processes called
"security."

Concept in hotel
It is the moral and legal responsibility of a hotel to protect its guests and their
property against threats posed by human beings with a conscious intent to harm
them.
The security department of the hotel is responsible for the overall security of the
building, in-house guests, visitors, day users, and employees of the hotel.

Security why?
Hotel guests want to feel safe and secure in their temporary home. Hotels have a
duty to protect them. After all, the business depends upon them. Apart from the
possibility of death or injury and destruction, the adverse publicity from an
incident, can result in ruined reputations, failing business and knock-on effects to
tourism in the country or region.
The risk to hotels can also increase because of the identity of an individual guest
or his or her family. VIP's, celebrities or the infamous can present special
difficulties. Hotel staff may not even become aware of risks that some guests
may bring with them. Consequently, a hotel must be vigilant at all times.

What kind of risks is a hotel exposed to?

Examples of Risk:
 Terrorism
 Kidnapping
 Robbery by organized crime
 Opportunist robbery
 Burglary from rooms
 Baggage theft
 Fraud
 Invasion of guest privacy, by locals, press, interest groups
 Blackmail of staff
 Many more...

In order to prevent those risks, there must be an effective hotel security

program:
An effective hotel security program enables the hotel to avoid preventable
incidents and react in a quick, appropriate manner.
Three basic elements should be included in the program:
People
No matter which department or post everyone can contribute in making the
hotel a safe place for all. This is not only the concern of the security
department.
Procedure
Every property needs to have procedures for the stan to follow. The staffs
should be well informed about the emergency procedures as well as any
unusual events.
Equipment
 Simple safety equipment to state-of-the-art security surveillance system all
help make today's hotels a safer and better place to be.

People:
Depending upon the various factors such as the company profile, structure,
capacity, location, safety requirements as well as feasibility and economy of
the hotel, a hotel chooses one of the following types of security service
providers:
 Proprietary/ In- House Security
 Contract Security
Proprietary security and contract security companies are responsible for
protecting companies and businesses and ensuring the safety of employees
and consumers.
A proprietary security company is controlled entirely by a particular
company (hotel itself in this case) and is responsible for the hiring, firing and
management of personnel.
A contract security company is operated by a professional security
company and contracts its services to different companies.
Hotel Security Department Organization Chart:

1. Director of Security: The highest-ranking security officer in the hotel, responsible

for overseeing the entire security department, developing security policies and
procedures, and liaising with law enforcement agencies.
2. Assistant Director of Security: Assists the director in managing the security
department, supervising security personnel, and ensuring the implementation of
security protocols.
3. Security Supervisor: In charge of supervising security officers, conducting training,
and ensuring that security procedures are followed.
4. Security Officers: Responsible for patrolling the hotel premises, monitoring
surveillance cameras, responding to security incidents, and assisting guests and staff
with security-related issues.
5. Security Guards: Provide additional security presence at key access points, such as
entrances and exits, and may also be responsible for checking guest credentials and
monitoring guest behavior.
 6. Security Control Room Operator: Monitors surveillance cameras, alarms, and other
security systems from a central control room, and coordinates responses to security
incidents.
7. K-9 Unit: In some hotels, a K-9 unit may be employed to provide additional security,
particularly for events or high-risk situations.
8. Security Technicians: Responsible for maintaining and troubleshooting security
equipment, such as surveillance cameras, access control systems, and alarms.
9. Loss Prevention Officers: Focus on preventing theft and other criminal activities
within the hotel, often working undercover to identify and apprehend suspects.
10. Emergency Response Team: Trained staff members who are responsible for
responding to emergencies, such as fires, medical incidents, or security threats.
11. Security Training Officer: Develops and conducts security training programs for
hotel staff, focusing on topics such as emergency response, conflict resolution, and
guest safety.
12. Security Administrative Assistant: Provides administrative support to the security
department, such as maintaining records, scheduling shifts, and coordinating with
other hotel departments.

Job description of security manager:

Responsible for: Security Department
Main Scope and General Purpose of Job:
To direct and co-ordinate the overall activities of the Security Department. To
guarantee the safety of all the guests, employees and hotel property.
Give direction and control all activities relating to the Security department,
ensure the hotel meets its financial and guest satisfaction objectives.
Responsible for creating and coordinating trainings or anything related to
employee development programs.
Job description of security guard:
The primary responsibility of a hotel security guard is to protect the hotel and
the guests, employees and property within it.
Hotel security guards spend the majority of their time patrolling the grounds
and premises of the hotel or monitoring the hotel via security cameras. They
report to either the head of security or the hotel manager.

Hotel security organization chart

Relationship with other departments
The Main Security Functions of Hotel Front Office

The Front Office Department plays a crucial role in ensuring the security of a hotel. This department
is responsible for managing the entry and exit of guests, employees, and visitors. They also handle the
security of the hotel’s assets, such as cash, valuables, and confidential information.

One of the primary functions of the Front Office Department is to monitor the hotel’s CCTV cameras.
These cameras are strategically placed throughout the property to ensure that all areas are covered.
The Front Office Department staff are trained to identify any suspicious activity and notify the
appropriate personnel immediately.

Furthermore, the Front Office Department is responsible for checking the identification of guests
during check-in and ensuring that only authorized individuals have access to the hotel’s rooms and
facilities. They also issue room keys and monitor key usage to ensure that only authorized personnel
have access to the rooms.

In addition, the Front Office Department is responsible for handling emergencies, such as fire or
medical incidents. In such cases, they are trained to remain calm and act swiftly to ensure the safety of
guests and employees.
Inter-Departmental Relationship with House Keeping
 The coordination here is mainly concerned with the prevention of fire and thefts and the
safekeeping of keys and lost property.

 Housekeeping personnel should also report anything of a suspicious nature or movement in a

hotel immediately to the security staff.

 Housekeeping has to coordinate if they see any anti-social activities in the guest room such as
gambling, smuggling, and so on.

 The security department is responsible for conducting training sessions on handling

emergency situations for the staff. e.g they conduct fire drill to train staff to gear up in a fire
emergency

Equipment:

They can be broadly divided into 5 categories:

1. Equipment for Physical Security and perimeter control: Physical
security involves the protection of the hotel buildings, its ground and the
assets within the building.
Perimeter control is concerned with restricting access to a property.
2. Equipment for Surveillance: Apart from other sophisticated
surveillance equipment such as Biometric Reader- retina recognition, voice
recognition, finger print recognition or the surveillance from the satellite,
hotel surveillance is done either personally or by the help of Closed Circuit
Television Cameras which not only helps us to see what is going on but also
record it at the same time on your PC, Laptops or smart phones as well.
3. Communication System: Communication is the most basic and the most
important aspect or tool of efficient service and effective security. Today hotel
have adopted numerous communication devices which have eased the
process of communication. To respond quickly to a security need, a
communication system is required to quickly notify staff responsible for the
security function. Our main aim is prevention is better than cure and this
exactly fits in this definition.
Paging System (Pager)- Alarm, Message or Call me, Walkie- Talkie (Two way
radio communication)- Uses radio frequency to communicate, Telephone- the
easiest and most efficient medium - intercom, PABX, etc.
4. Alarm System: A burglar alarm is a system designed to detect intrusion -
unauthorized entry - into a building or area. They are also called security
alarms, security systems, alarm systems, intrusion detection systems,
perimeter detection systems, and similar terms. Burglar alarms are used in
residential, commercial, industrial, and military properties for protection
against burglary (theft) or property damage, as well as personal protection
against intruders. Car alarms likewise protect vehicles and their contents.
Prisons also use security systems for control of inmates.
Types of sensors on alarms: hotel alarm systems are often used for monitor
the many entrances and emergency exits found throughout a hotel. There are
various type of sensors used in the alarm according to its different functions -
fire, burglary, heat, smoke etc. Some of them are: Infrared, Ultrasonic, Smoke,
heat, Carbon monoxide, Microwave, Vibration, Magnetic Field, Glass Break
etc.
5. Equipment for Guest Room Security: Guest room locks, biometrics,
secondary access limiting devices, view ports, telephone, safety box, smoke
detectors, fire extinguishers, carbon monoxide detectors, sprinkler systems,
accident prevention signs.

Procedures
Some of the procedures that must be included in a program are:
There are various systems to protect hotel guests and staff. They include
policies, staffing and technologies you can subtly apply to monitor movement,
secure property and guarantee guest safety. Here's a checklist of security
measures you can enforce:
1. Access security
It's necessary to have an inventory of all locks in the hotel, including those for
doors, windows and slide-and-chain bolts on guest room doors. Whether the
hotel uses proximity cards, swipe cards or hard keys, ensure you account for
and constantly track each spare key you use. Then schedule reorders that
keep you ahead of that rate. Also, create an inventory for and test locks on
doors to all backhouse spaces and make sure these doors are always out of
sight, especially during and after interior design changes.
2. Registration process
Ensure employees provide accurate and updated information in their
registration process. Ask guests for several pieces of identification and know
the number of occupants in every guest room during a given period. Also,
adhere to data protection policies, keep accessible records and use secure
payment systems.
Related: 8 essential security guard skills
3. Vehicle safety
Evaluate the parking facilities for guests and ensure their security. Ensure
functional and bright lighting in the parking spaces. Trim down bushes and
trees that may obstruct the line of vision from building entrances. If the hotel
or resort has carts and vehicles, also evaluate their security and secure their
keys when they're not in use. Also, accurately track who is using them at
every given time. You can set up fleet management software to help you keep
track of these details, especially if the hotel has a large vehicle fleet.
4. Mobile device safety
Confirm that emergency services are available in every guest room and
ensure hotel staff have mobile devices. Create a policy for hotel staff to
contact emergency services if phone networks are down. Make sure your
current storage and management strategy can secure mobile phones and
tablets and make them available when required. If you manage a big hotel,
consider developing an intelligent asset management system to manage
mobile devices for service staff.
5. Outdoor maintenance
Keeping the hotel exterior in perfect condition can improve its security. It
gives entrances and exterior surveillance cameras clear views unhindered by
bushes and trees. It also deters criminals looking to compromise features in
the venue's outdoor environment. Also, a well-maintained exterior gives
guests a positive perception of your establishment.
Related: How to become a security guard in 8 steps (with skills)
6. Key surveillance
Establish a system for tracking and auditing all key usage. Keep every
backhouse key in a secure location. You can improve security by
implementing an electronic key management system that reduces the
chances of someone else entering a guest room without permission. This
system also keeps a meticulous record of who has which key in a given
period, making it easier to identify security irregularity and handle it quickly.
These electronic systems are cheap to purchase and operate. They also work
efficiently.
Related: A guide to hospitality management and what it involves
7. Restrict entrances
It's easier for security staff and surveillance systems to monitor movement in
and out of the hotel when there are fewer entrances. Position entrances in
places you want to direct the traffic towards and make them part of your
access plan. Also, design exits to allow a swift departure from the hotel
building in case of a fire or other emergencies.
8. Video surveillance
To guarantee the safety of guests in the hotel, you need a surveillance system
that captures good footage with playback. Implement and monitor a
documented retention policy for surveillance footage, preserving camera
footage for a relatively long period. Ensure the surveillance cameras are
recording and can play back archived footage. Also, check coverage
frequently to ensure landscaping and interior designs have not created blind
spots.
9. Cash handling protocol
Put practices in place that guarantee the safety of cash collections at the
reception desk, restaurants, counters and other locations. You can vary the
cash collection schedule to make it unpredictable and difficult for thieves to
track. Also, ensure staff count cash in a safe place outside the view of guests
and use a licensed cash management agency to transport cash to the bank.
10. Duress alert systems
Duress alert buttons, or panic buttons, can help to ensure the personal safety
of guests. If the hotel doesn't yet have a duress alert system, devise other
efficient ways to implement one. If the hotel building already has a duress
alert system, prepare periodic exercises to ensure it's in working condition
and allow employees to rehearse responding to an alarm. Also, decide
whether it's necessary to enforce policies for recording expected response
times and devise ways to reduce and manage potential misuse.
11. High-security lockers
The hotel can provide lockers for high-value items that don't require regular
signing in and out. If the hotel has safes, ensure they're in perfect working
condition, physically secured and hidden from the view of guests. Also,
account for the keys to these storage units and store them safely.
12. Security personnel
Ensure the hotel has enough security staffing to provide adequate coverage
at every given period. You can decide to operate an in-house security
department or employ a security agency. If you have security staff, ensure
they have proper training and licensing. Also, update their training and audit
their performance regularly. Create policies describing how you want security
operatives in the hotel to handle sensitive situations that may arise in the
venue. This policy may include ways to deal with unattended vehicles,
suspicious packages and trespassers.
Related: How to write a director of security CV with a template
13. Guest item safety
If guest rooms have safes and other storage units, ensure they're always in
good working condition. Also, consider the efficiency of using an asset locker
for guests to deposit items at centrally managed locations. This location can
be behind the reception desk or the pool and can operate electronically for
better customer service.
Related: What does a guest relation officer do? (With skills)
14. Emergency procedures
 Create a documented emergency action plan and update it regularly to reflect
recent changes in the hotel's operations. You can also create a summary of
your emergency and evacuation procedures on the hotel safety and security
guidelines. Ensure these procedures align with new interior designs and
renovations in the hotel. Also, conduct regular testing on smoke detectors
and alarm systems and install an automated system that accounts for the
location of each guest during an emergency.

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