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SafetyandSecurityChapter 9
Learning Objectives

9-1 Identify the legal rights and responsibilities of guests

and the lodging property under innkeeper laws.

9-2 Identify the duties and responsibilities of positions in

the security department.

9-3 Identify the role all property employees play in the

security of the property.

9-4 Identify the duties and responsibilities of the security

manager or director of security.

Learning Objectives

9-5 Describe the role of security in maintaining control

over both metal and electronic key systems.

9-6 Explain how surveillance and access control

measures are used to protect guests and assets.

9-7 Describe how technological solutions are used to

minimize security issues.

Learning Objectives

9-8 Describe the security team’s role in managing the

types of emergencies common during daily

operations.

9-9 Explain the purpose of the emergency response

plan and how it is used in emergency situations.

• The security department focuses on the protection of

guests, employees, and the actual assets on the

property.

Chapter 9 Introduction

• Reasonable care is a legal term that means an

operation has done everything (within reason) to ensure

that a safe operation and product was delivered.

• Negligence is failure to act in a safe manner, including

failure to follow rules and improper use of equipment.

9.1 Legal Considerations

• Liability is the

responsibility of the

operator for the actions or

the condition of an

establishment.

Legal Considerations

• An innkeeper is an individual or business owner who

provides overnight accommodations for guests in

exchange for reasonable compensation.

• An inn is a place where lodging is made available to

guests for a fee.

• Innkeeper laws are laws that focus on the operator’s

areas of responsibility and liability for guest security,

evictions, and discrimination.

Innkeeper Laws

Knowledge Check

1. Explain reasonable care and how a hotel

employee can provide such care.

2. What is an innkeeper?

3. When can a hotel refuse service to a guest?

• If a hotel does not have a security department, security

falls to the engineering department.

• In a small hotel or bed and breakfast, the responsibility

might fall to the front office staff.

9.2 The Security Department

• The security manager oversees the operations of the

department and overall safety of the property and all

persons on the property.

• The security supervisor supports the security manager

and the management function.

Positions and Responsibilities

• The security officer, or loss

prevention officer, has

multiple responsibilities and

is the “boots on the

ground.”

Positions and Responsibilities

• Hotel security officers patrol the property, check

stairwells, view property surveillance, and submit incident

reports.

• An incident report lists the circumstances that caused

and contributed to the event, specific details about the

event, injuries or property damage, methods and

strategies for avoiding incidents in the future, and how

the operation can improve safety and security measures,

if appropriate.

Positions and Responsibilities

• All employees play a role in safety and security.

• Situational awareness is team members’ understanding

of what is going on around them, which can potentially

prevent unsafe situations.

• Suspicious activity is any observed behavior that could

indicate crime or terrorism.

Security Is Everyone’s Job

• Who did you see?

• What did you see?

• When did you see it?

• Where did it occur?

• Why is it suspicious?

Security Is Everyone’s Job

• Human trafficking is a form of modern-day slavery. It

includes the force, fraud, or coercion to obtain labor or

commercial sex.

• Human traffickers sometimes use hotels to conceal their

victims more easily.

• Hotel employees must be trained to recognize and report

signs of human trafficking.

Human Trafficking

Knowledge Check

1. What is situational awareness important?

2. How do different properties handle security

responsibilities? What accounts for their

different approaches?

• The director of security oversees all security and safety

efforts.

• Loss prevention includes actions and procedures that

ensure the safety and security of the property and its

guests and that prevent problems from occurring.

9.3 The Director of Security

• The director of security

maintains relationships with

law enforcement,

emergency responders, the

FBI, and FEMA, which

serve as resources should

hotel employees need

assistance handling issues

at the hotel.

Relationships with Local Agencies

• The security department works closely with human

resources on employee-related security issues.

• The security department is involved in employee issues

such as workplace disputes, theft, and violence.

• The security and human resources departments work

together on the safety committee to decrease the number

and severity of employee accidents.

Working with Human Resources

• The security department is responsible for training

employees to be prepared to handle emergency

situations, training employees on evacuation procedures,

and training employees on how to handle medical or

weather-related emergencies.

• The emergency manual is a document that details the

emergency procedures designed to maintain safety of

guests, employees, and the property.

Emergency Preparedness

Knowledge Check

1. Why is it important for hotel security

departments to have a good relationship with

local law enforcement agencies?

2. Identify various employee-related security

issues.

3. Why is it important to have an emergency

preparedness plan?

• Key control refers to procedures that control access to

property keys to increase guest security and privacy and

to reduce the possibility of theft.

• Any key issued to employees by management should

use a key numbering system.

9.4 Protecting Guests/Employees/Assets

Protecting Guests/Employees/Assets

• Emergency key (E-key): Allows the door lock to be

overridden to open the electronically engaged deadbolt.

• Master key: A key that allows access into all of the door

locks of the hotel.

• Floor master key: Key that provides access to all doors

on one specific floor.

Protecting Guests/Employees/Assets

• Section master key: A key used by guestroom

attendants that is coded to open only a selection of

rooms in a specific section.

• Guestroom key: A key that opens the door of the room

that has been assigned to the guest.

• One-shot key: A specifically encoded key, typically used

by the bell attendant to handle a luggage pull. The key

provides one-time entry into a selection of rooms.

Protecting Guests/Employees/Assets

• The director of security issues keys to the appropriate

individuals.

• A logbook is used to sign keys in and out.

• Employees must leave their driver’s license or personal

keys in exchange for a key.

• The night auditor audits the keys in the key control box

behind the front desk to ensure all keys are accounted for

on a nightly basis.

Protecting Guests/Employees/Assets

• Surveillance: The close

observation of a situation to

provide information for

investigations regarding

guests, employees, and

asset protection.

• Surveillance can be done

by watching CCTV screens

of the security cameras.

Surveillance

• A guestroom key can be

encoded to provide access

to areas that are open to

guests, such as the fitness

center or pool.

• Key access may be used

for elevators, private floors,

and stairwells.

Access Control

• Body heat detection in rooms

• Facial recognition

• Patrolling technology

• Security alerts for staff

• Robots that perform security functions

Technological Advances in Security

Knowledge Check

1. Why is access control important to implement?

2. List several ways that technology can advance

the efforts made by the security department.

• The security team is responsible for any emergency

situations that may arise at the hotel.

• Emergencies at hotels may include theft, medical

emergencies, guest or employee death,

disputes/violence, power outages, and elevator

malfunctions.

9.5 Emergency Preparedness

• Evacuation plans

are located on the

back of guestroom

doors.
Emergency Preparedness

Emergency Preparedness Cycle

• External threats come from outside such as weather or a

bomb threat.

• Internal threats are something that happens in the hotel

like a fire or gas leak.

Emergency Response Plan

Knowledge Check

1. The chapter listed emergencies that can occur

on a daily basis. What additional ones can you

think of?

2. What are the various types of incidents that

would require an emergency preparedness

Plan?

Chapter 9 ChatGPT Notes

Certainly! Here's a more organized and detailed breakdown of Chapter 9:
Safety and Security, focusing on hotel security operations, legal
considerations, roles and responsibilities, and emergency preparedness.

🏨 Chapter 9: Safety and Security – Hotel

Operations
Learning Objectives

1. Legal Rights & Responsibilities

a. Understand the legal obligations of guests and lodging properties
under innkeeper laws.
 b. Recognize the rights of guests and the duties of innkeepers to
ensure safety and security.
2. Security Department Roles
a. Identify the duties and responsibilities of positions within the
security department.
b. Understand the hierarchy and functions of security personnel.
3. Employee Involvement in Security
a. Recognize the role all property employees play in maintaining
security.
b. Understand how situational awareness and reporting contribute
to safety.
4. Security Manager Responsibilities
a. Identify the duties of the security manager or director of security.
b. Understand their role in overseeing security operations and
emergency preparedness.
5. Key Control Systems
a. Describe the role of security in managing metal and electronic
key systems.
b. Understand key control procedures to prevent unauthorized
access.
6. Surveillance & Access Control
a. Explain how surveillance and access control measures protect
guests and assets.
b. Understand the use of technology in monitoring and controlling
access.
7. Technological Solutions
a. Describe how technological solutions minimize security issues.
b. Explore advancements in security technology and their
applications.
8. Emergency Management
a. Describe the security team's role in managing common
emergencies.
b. Understand procedures for responding to various emergency
situations.
9. Emergency Response Plan
a. Explain the purpose of the emergency response plan.
b. Understand how it is used in emergency situations to ensure
safety.
 1. Legal Considerations & Innkeeper Laws
 Innkeeper Definition: An innkeeper is an individual or business that
provides overnight accommodations for guests in exchange for
compensation.
 Innkeeper Laws: These laws focus on the operator’s responsibilities
and liabilities concerning guest security, evictions, and discrimination.
 Liability: Operators are responsible for the actions or conditions of
their establishment, including ensuring a safe environment for guests.

2. Security Department Structure & Roles

Security Hierarchy

1. Director of Security: Oversees all security operations, develops

policies, and liaises with law enforcement.
2. Security Manager: Implements security programs, supervises staff,
and conducts risk assessments.
3. Security Supervisor: Manages daily operations, conducts training,
and ensures adherence to security protocols.
4. Security Officers: Patrol premises, monitor surveillance, respond to
incidents, and assist guests.
5. Security Control Room Operator: Monitors security systems and
coordinates responses to incidents.
6. Loss Prevention Officers: Focus on preventing theft and other
criminal activities within the hotel.
7. Emergency Response Team: Trained staff responsible for
responding to emergencies such as fires or medical incidents.
8. Security Technicians: Maintain and troubleshoot security equipment
and systems.

Note: The specific roles and titles may vary depending on the hotel's size
and structure.
👥 3. Employee Involvement in Security
 Situational Awareness: Employees should be aware of their
surroundings to identify potential security threats.
 Reporting Suspicious Activity: Staff should report any unusual
behavior or incidents promptly to security personnel.
 Human Trafficking Awareness: Employees must be trained to
recognize and report signs of human trafficking.

🧭 4. Security Manager Responsibilities

 Policy Development: Create and implement security policies and
procedures.
 Training: Ensure all staff are trained in security protocols and
emergency procedures.
 Coordination: Work with local law enforcement and emergency
services to address security concerns.
 Incident Management: Oversee the response to security incidents
and ensure proper documentation.

🔑 5. Key Control Systems

 Key Types:
o Master Key: Access to all rooms.
o Floor Master Key: Access to rooms on a specific floor.
o Guestroom Key: Access to a specific guestroom.
o One-Shot Key: Temporary access for specific purposes.
 Key Control Procedures:
o Maintain a logbook for key issuance and returns.
o Use a key numbering system for accountability.
o Conduct regular audits to ensure all keys are accounted for.
🎥 6. Surveillance & Access Control
 Surveillance Systems: Use CCTV cameras to monitor hotel premises
and deter criminal activity.
 Access Control: Implement systems to restrict access to authorized
personnel only.
 Technology Integration: Utilize advanced technologies like facial
recognition and motion sensors to enhance security.

🧠 7. Technological Solutions
 Advanced Surveillance: Implement AI-powered video analytics for
real-time threat detection.
 Intrusion Detection: Use motion sensors and alarm systems to
detect unauthorized access.
 Automation: Automate security processes to improve efficiency and
response times.

🚨 8. Emergency Management
 Common Emergencies:
o Medical incidents
o Fires
o Natural disasters
o Security threats
 Response Procedures:
o Follow established emergency protocols.
o Coordinate with emergency services.
o Communicate effectively with guests and staff.
📋 9. Emergency Response Plan
 Purpose: To ensure a coordinated and effective response to
emergencies.
 Components:
o Evacuation procedures
o Communication plans
o Roles and responsibilities
o Contact information for emergency services
 Implementation:
o Regularly review and update the plan.
o Conduct drills to ensure staff are prepared.
o Ensure all employees are familiar with the plan.

If you need further details or specific information on any of these topics, feel
free to ask!