Standard Operating #SEC004
Procedure
Approved by: Director of Security
Signature:
Approved by: General Manager
Signature:
Subject: Accident & Incident
Investigation Procedures
Effective Date:
OVERVIEW:
This policy and its procedures aim to ensure that;
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Accident and incidents are investigated by the assigned department and has been correctly
recorded.
A Security management approach is applied to the findings of accident and incident
investigations so that any hazards identified are eliminated or minimized.
Agreed preventative and corrective actions are implemented, monitored and reviewed for
effectiveness.
The privacy and confidentiality of personal and health information pertaining to an
injured worker or person is maintained.
The hotel is committed to the protection of its employees, guests, the environment and its physical
assets. The hotel will continue to maintain a safe work environment and safe systems of work
in order to prevent occupational injuries and illnesses.
PROCEDURE:
1. When an Accident/Incident Occurs:
All work related accidents and incidents must be reported to the immediate supervisor who will
report the same to the Security Representative. It is the responsibility of all employees to report
accidents, incidents and near misses.
2. Investigating an Accident or Incident:
A Security representative will investigate the accident/incident together with the staff or person
who was involved in the accident/ incident (where possible). The investigation should commence
as soon as reasonably practicable after the accident/ incident occurs. Upon receiving the notice, he
or she will create the new incident report in the Diligence in line with Starwood reporting policies.
The Security Representative who will investigate the incident is varied to the nature of the incident
as follows:
Nature of Accident/Incident
Damage Items
Kitchen Accident / Incident
Breakages
Investigate by
Engineering
Hygiene Manager
Hygiene Manager
Lost & Found
Food Poison
Injury
Security Team
Hygiene Manager
Security Team
3. Corrective and Preventative Actions:
The Security Representative, together with the immediate supervisor identifies the corrective and/
or preventative actions required to prevent a recurrence of the event. The findings must
demonstrate that any risks to health and safety are eliminated, or where that is not reasonably
practicable, minimized.
4. Monitor and Review Actions for Effectiveness:
The Security Representative will:
▪ Track and monitor the implementation of agreed corrective and/or preventative actions
▪ Discuss, monitor and evaluate controls for effectiveness in consultation with staff in the
affected area.
▪ Include a review of any controls implemented into workplace inspections, as relevant
Communicate the outcomes of the accident and incident investigation process to the
General Manager.
▪ The incident report, photo and correspondence to be uploaded to the Diligence to close the
incident file.
Initial Investigation Minimum Standards
A – PURPOSE
This document is designed to assist all customer facing associates in gathering information
required for security to be able to launch an effective investigation on behalf of a guest.
Whilst this document will not cover each and every scenario, it will offer a good guide to what
kind of information the Security team needs.
B – SCOPE
The majority of allegations received by the Security team relate to missing property from guest
rooms or F&B venues. In order to effectively investigate allegations such as these it is vital the
following information is gathered at the time of complaint, preventing the need to go back to the
guest to ask for further information at a later time.
Not all the questions will be relevant for every case and I urge you to use your
discretion when asking guests for information if we already know the answer. The
first 5 questions are to be asked of the guest ONLY
QUESTIONS/REASONS
1. Description of missing item? – Allows us to correctly identify an item if it is found, please
include as many details as you can such as color, brand, material
E.g. A brown leather Armani wallet
2. When was the item last seen? – Allows us to focus the time frame of the investigation
3. Where was it last seen within the room/area? – Allows to identify who had access to the
property and if CCTV evidence can be gained
4. Room number– Often guests move rooms and this allows us to ensure we do not waste
time investigating the wrong location. This also allows us to contact the guest if we need
to if not in house guest
5. Telephone number – As above
6. Date of when guest reported to hotel and name of associate taking report – Often guests
do not report items missing immediately and allows us to speak to the Associate taking
the report to gather information on the guest’s demeanor during the report
7. Guest status (e.g. VIP/SPG) – The more information we have about the guest allows us
to ensure a bespoke service is given by the Security team
8. Date guest is checking out of hotel? – Allows us to priorities investigations
9. Any other pertinent information (e.g. guest moved rooms) – Gives the report writer to
inform us of anything they think is relevant to the investigation
PLEASE SEE NEXT PAGE FOR FORM
Investigation questions
1. Description of missing item?
Brand, Color, Identifying marks?
(Example – White iPhone 5)
2. When was the item last seen?
(Time and date)
3. Where was it last seen within the
room/area?
(e.g. left on bed)
4. Room number?
5. Telephone number of guest
TO BE COMPLETED BY ASSOSCIATE FROM AL Habtoor City
DO NOT ASK GUEST
CALL HOUSEKEEPING AND CHECK IF ITEM HAS BEEN HANDED IN, IF NOT
THEN COMPLETE THE BELOW QUESTIONS AND INFORM SECURITY
6. Date of when guest reported to hotel
and name of associate taking report
7. Guest status (e.g. VIP/SPG)
8. Date guest is checking out of hotel?
9. Any other information
(e.g. guest moved rooms, guest very
upset)
Training Acknowledgement
I hereby acknowledge that I have received a training to perform my duty on (name of respective
training).
I have read and understood my responsibilities as they pertain to my role and agree to carry them
out.
From time to time this task may change to improve the process, guest satisfaction and our
productivity.
Name:
Signature:
Date: