I. Introduction
Loss Prevention Surveys ...................................................................................................2
Claims & Incident Repor ting System..............................................................................3
Property Loss Procedures.................................................................................................5
Litigation ............................................................................................................................6
Management Commitment ...............................................................................................7
Introduction
I-2
Loss Prevention Surveys
Surveys of Company Owned/Managed Hotels
The Loss Prevention Department conducts Loss Prevention Surveys at all company-owned and/or managed hotels.
The survey includes a review of equipment and procedures related to fire prevention, safety and security activities at
the hotel. After the survey is completed, an oral report will be given to the General Manager. A written report will also
be prepared and submitted to the General Manager and their Regional Vice President of Operations. The General
Manager is required to respond “in writing” to the recommendations given in the report within 45 days. The response
will include a list of the recommendations which have been accomplished, and the action planned on remaining
recommendations.
Surveys of Franchisee Hotels
Franchisees may contract with the Loss Prevention Department to provide consulting
services at their hotels. It is understood that franchisees have discretion and control over all
loss prevention policies and procedures at their properties and are not required to have
surveys conducted by the Loss Prevention Department.
Telephone consultations are available by calling The Loss Prevention Department at 770604-2626.
Introduction
I-3
Claims & Incident Reporting System – Owned & Managed Hotels
The Claims and Incident Reporting System is the means by which the General Manager of
a company-managed hotel can report a fire, security, guest or employee incident to the Risk
Management Department. The reporting of a claim or incident is the responsibility of the General Manager, but may
be assigned to any member of management. When a claim or incident occurs or is discovered, the details of the
claim or incident should be called in within 24 hours to the
Risk Management Department at 1-800-RISKMGT (or 770-604-5960). In order to
complete the report, management should make every effort to obtain complete information
concerning the claim or incident, including the names and addresses of any witnesses and
photographs of where the incident occurred. Only managers, or their designees, who are
familiar with reporting procedures should have this responsibility. If necessary, the
responsible manager or designee should interview the guest(s) or employee(s) to obtain all
necessary information. Hotel policy should encourage employees to report all injuries and accidents. The following
are examples of claims or incidents that should be reported to the Risk
Management Department:
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company.
Major or significant occurrences, including those involving serious injury, death or any
substantial loss of assets, should immediately be reported to the Risk Management
Department. Supporting material should be faxed to 770-604-2502.
If a serious incident occurs after business hours, a member of the Risk Management staff
should be contacted at home. The cooperation of every General Manager is required to
make this reporting system a helpful, accurate tool in achieving the corporate goal of
minimizing losses and incidents at all hotels. Twenty-four hour emergency contact
numbers are available in the SCH Claims Reporting Manual.
Hotels should submit a report within 24 hours to the Risk Management Department,
regardless of the severity of the incident. A sample Loss & Incident Report is located in the
appendix.
Introduction
I-4
Hotel operations may be subject to small claims involving guests’ property. Because prompt
settlement of a guest's property claim is often essential to guest satisfaction, the General
Manager may settle a claim for up to $500 U.S.D. These claims, however, should be carefully
handled to avoid unfavorable publicity or other potential problems. A release form should be
signed by the guest. A sample release form is located in the appendix. No claim which involves either physical injury
or personal injury to a guest should be settled by the hotel. The General Manager, however, should show
compassion and, if appropriate, provide small courtesies, i.e., flowers, candy, discounted or complementary room etc.
Introduction
I-5
Property Loss Procedures
Hotel Property Loss Procedure
When the hotel experiences a property loss such as fire, wind, or water damage, the general
approach should be to act as though no insurance exists for the claim. Hotel Management
should immediately begin prompt, temporary repairs to protect hotel and guest property, as
well as prompt salvage operations to minimize the loss. Steps should also be taken to expedite the return to normal
business operations as quickly as possible. The General Manager should keep detailed records of every expense
directly related with the property loss. Some examples of these expenses may be:
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d materials.
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effects.
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company may be liable.
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All losses in excess of $500.00, or involving fire, should immediately be reported to the
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Risk Management Department.
Business Interruption
In conjunction with property damage, a detailed report should be completed which outlines
the loss of all business, guest nights, food and beverage, rents, etc., and be sent to the
assigned adjuster. A sample business interruption worksheet is included in the appendix.
Boiler and Machinery Damage
In the event of boiler and machinery damage, a detailed report should be sent to the Risk
Management Department.
Tenant or Vendor Loss
Immediately upon serious loss or injury to a tenant or vendor within the hotel or on the
hotel's grounds, a complete investigation should be conducted and a report sent to the Risk
Management Department.
Introduction
I-6
Litigation
The hotel should not accept service of a suit. Processor servers should be referred to the
local CT Corp office. However, in the event the hotel has accepted service of a lawsuit,
hotel management should immediately forward copies of all legal documents as well as
copies of the guest incident report to the litigation section of the legal department.
Consultation with the plaintiff’s legal counsel should only be done in conjunction with the
litigation section of the legal department.
Introduction
I-7
Management Commitment
Management Responsibilities
The General Manager is responsible for adopting reasonable safety and security policies
and procedures based on environmental conditions and foreseeable acts.
Management can demonstrate a positive position by:
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program.
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following up on those areas in need of attention.
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e in discussions with employees of safety and security
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problems.
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of safety and security programs.
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ests with educational material in the areas of safety and security.
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incidents.
Department heads and supervisors should accept responsibility for the application of a
safety and security program within their areas of responsibility.
Employees should be assigned responsibilities for certain safety and security functions,
including:
of first aid and fire equipment.
equipment.
other
intrinsically valuable objects.
security practices and training programs.
II. Employee Procedures & Controls
Introduction .......................................................................................................................2
Hiring Process....................................................................................................................2
Driver Selection .................................................................................................................5
Termination Process..........................................................................................................7
Orientation .........................................................................................................................9
Employee Identification ..................................................................................................10
Employee Entrance Control ...........................................................................................11
Employee Parking ...........................................................................................................12
Employee Time Cards.....................................................................................................13
Employee Packages/Purses.............................................................................................14
Use of Personal Vehicle for Company Business ...........................................................16
Personal Belongings ........................................................................................................17
Locker Rooms/Locker s ...................................................................................................18
Internal Theft...................................................................................................................19
Workplace Violence.........................................................................................................26
Smoking Policy.................................................................................................................31
Serving of Alcohol ...........................................................................................................32
Employee Accidents & Illnesses.....................................................................................35
Death of an Employee .....................................................................................................37
Drug Testing ....................................................................................................................38
ADA .................................................................................................................................39
Employee Procedures & Controls
II-2
Introduction
The most important factors in any successful loss prevention program are the employees of
the hotel. A complete background investigation of applicants prior to employment is
considered the best insurance against hiring dishonest persons. Once an individual is hired
it is management's responsibility to ensure they are properly trained.
Hiring Process
It is the responsibility of the General Manager, or their designee, to have each applicant
complete the "JANKO HOSPITALITY LLC Application for Employment" and make
appropriate background and reference checks on any prospective employees.
All of the information requested on the application should be supplied in detail. This
includes each period of employment and unemployment, the reasons for leaving each job,
and where the periods of unemployment were spent. The applicant should also sign the
statement on the last page of the application form verifying that all the information given is
true. In the United Sates, a federal law known as the Fair Credit & Reporting Act (FCRA)
requires that employers who utilize a third party to conduct pre-employment background
investigations obtain a separate or “stand alone” background authorization release from the
applicant. The authorization to release information paragraph traditionally appearing at the
end of the application form is no longer sufficient. “Stand alone” background investigation
release forms may be obtained from Human Resources. A “stand alone” authorization release is not required if the
employer is conducting the investigation without using a third party agency. For example, the Hotel Security Director
may personally verify an applicant’s previous employment. The Human Resources Department or the applicant’s
supervisor may conduct the background checks of non-managerial personnel. The checks can be made in person, by
telephone, or by mail as circumstances dictate. The results of these checks should be
recorded in the employee's personnel jacket. A sample Background Investigation Checklist
is included in this section. A representative of the Loss Prevention Department may audit these personnel jackets
periodically when they visit the hotel to determine the extent and quality of the background
investigations. Education should be verified for candidates applying for positions which require specific
education and training.
Employee Procedures & Controls
II-3
The background investigations should also include a criminal history check. Individuals
with felony criminal convictions involving acts of violence or sexual assault should not be
hired. The Loss Prevention Department should be contacted if there are questions
concerning an employee’s criminal history.
(SAMPLE)
Background Investigation Checklist
Reference checks should be thorough, preferably the last 5 years for most job
classifications and 10 years for more sensitive positions. Each previous employer should
be asked the following information on the applicant:
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ng.
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-related information.
If a previous employer declines to answer these questions, they should be asked why.
Other sources, which may be contacted at management's discretion, include personal
references such as, neighbors, acquaintances, teachers, and schools. Where pertinent, local
records should be reviewed.
If a discrepancy develops between the investigation results and the data given on the
application, the applicant should be required to verify the data furnished on their
application.
When any application is reviewed, certain items may need clarification to verify the
accuracy of the applicant's responses. Examples would be gaps in employment, frequent
changes in employment, and listing only two years of past employment for an individual
reasonably expected to have had a more extensive employment history. A successful pre-employment
screening program greatly reduces the turnover rate at a hotel.
Employee Procedures & Controls
II-4
Criminal History Checks
Background Screening by Outside Companies
As an alternative to conducting background screening by hotel personnel, the General
Manager may prefer to contract with a local investigative firm to perform this service. If an
outside investigative firm is hired, the firm's credentials should be verified and the
following suggestions should be considered:
guidelines listed above for this purpose.
rs the items you requested.
Credit History
Applicants being considered for such critical or sensitive positions such as a General
Manager, Controller, General Cashier or Purchasing Agent should be asked to authorize the
employing hotel to obtain a credit history report. Stand alone written authorization should
be obtained from the prospective employee. Release forms may be obtained from Human
Resources.
Employee Procedures & Controls
II-5
Driver Selection
Many hotels provide courtesy transportation for guests. Each hotel providing this service
should carefully select the drivers for the company vehicles. The driver’s license must be
valid and appropriate for the vehicle type. Only associates who have met the minimum
requirements listed below should be allowed to drive company vehicles.
Hiring Standards
A sample Motor Vehicle Records (MVR) release form is included in the appendix. The
form should be completed for all persons being considered for the position of driver, and
signed by the applicant. This form authorizes the hotel to obtain a certified copy of the
applicant's driving record from the State's Division of Motor Vehicles.
In order to be considered for hire, the individual should have stated in the application that
he or she has a valid commercial driver's license. The commercial driver’s license is
appropriate for the vehicle being driven. Such license should be valid either in the state
in which the hotel is located or the state where the operator currently resides. The hotel
should verify that all driving violations during the past three years have been listed and
do not indicate an unsafe driving record.
After the applicant has been hired, their driving record should be obtained from the state.
If the driving record shows that the associate has misrepresented his or her driving history
on the employment application, then the associate may be discharged or placed in another
position.
Persons with unsafe driving records should not be employed as drivers. Any one of the
following violations constitutes an unsafe driving record:
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occurred within the last five years.
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has been suspended or revoked as a result of moving violations

within the last five years.
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Records
A copy of the employee's driver's license should be maintained in the individual's
personnel jacket. The license should be reviewed for the following:

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example, a chauffeur's license may be required for a courtesy van driver).
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renewed on time and a copy of the renewed license is placed in the personnel jacket.
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Employee Procedures & Controls

II-6
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Hotels may require employees to report all moving violations. If an employee fails to
report an incident which is later discovered, resulting in the employee becoming
ineligible to drive, then the employee may be disciplined up to and including termination.
Current drivers who become ineligible to drive due to a moving violation should be
reassigned to another position until such time as they are deemed to have a safe driving
record. In addition, a Motor Vehicle Record Check should be conducted on the associate
every six months after the initial check. A copy of the employee’s driving record should
be kept in the personnel jacket.
Vehicle Familiarization
A new driver should be given the opportunity to become thoroughly familiar with the
operation of the hotel vehicle(s). All operators’ instructions should be reviewed carefully
with the driver.
Employee Procedures & Controls
II-7
Termination Process
All terminations should follow the processes outlined by corporate Human Resources. It is
not uncommon at hotels for termination to consist of nothing more than payment of final
wages and turning in a uniform.
The terminated employee's personnel file should include a detailed record of all the hotel's
property that has been issued on a permanent basis that should be reclaimed, such as:
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Identification cards and tags.
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Before the terminated employee receives their final payroll check, a locker inspection
should be conducted by the department head or a security representative along with a
member of human resources. All department heads should be advised of a person's
termination date so appropriate action can be taken.
Former employees should not be allowed access via the employee entrance or in any nonpublic
areas. Any safe combinations or other sensitive access codes, such as electronic
lock codes, should be changed.
In some cases, a termination can dramatically affect an employee's mental state.
Management should be aware that an employee can sometimes act irrationally and resort to
physical violence toward the manager, other employees or the property. For this reason the
following is recommended:

Terminations should only be conducted by management, human resources or their
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designee. The employee’s supervisor may be excused from this process if it is felt their
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presence would make the termination more difficult.
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istory or
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remarks, a security person should be present or available during the termination.
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If the employee has committed physical threats or acts of violence, it is recommended
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that the employee be notified by certified mail or telephone of his termination and barred
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from physically entering the property. A report should also be filed with the local police
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department if such threats or actual violence occurs. In most jurisdictions, it is a
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violation of the law to verbally threaten an individual.
Employee Procedures & Controls
II-8
Care should be taken to ensure that a hotel’s termination process is in compliance with all
applicable laws.
Theft/Employee Misconduct
In the event an employee is terminated for cause, termination should be immediate in lieu
of notice. The terminated employee should not be allowed to return to a sensitive area for
any reason unless accompanied by their department supervisor or a security officer.
Hotel termination procedures should comply with the SCH Human Resources termination
policy.
Employee Procedures & Controls
II-9
Orientation
As outlined in previous sections of this manual, employee training is an ongoing, important
aspect of safety and security for both present and new employees.
Each new employee should be given an orientation that includes:
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grounds and the location of the various hotel departments.
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ergency procedures on the first day of work.
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employee during an emergency.
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hotel's standards of conduct.
A sample New Hire Safety and Security Training Checklist is located in the appendix.
Employees can also be a valuable source of information. "Back of the house" employees
are in a much better position to recognize and report "sleepers," undesirables, possible
thieves or troublemakers. In addition, employees may know if another employee is stealing
from the company. Many employees will assist management in the control of internal theft
if they are asked to help. However, most employees will not volunteer such assistance on
their own. Encourage employees to recognize the goal they share with management of
maintaining a safe and secure property by reporting any suspicious activity. This could
include the presence of a firearm at the hotel or unauthorized persons loitering in the hotel
for extended periods of time. All employees hired by the hotel should understand what is
expected and required for his/her job performance.
Training is a continuing process for all employees. The training of employees in the areas
of safety, security, and fire prevention is the responsibility of management.
Employee Procedures & Controls
II-10
Employee Identification
It is important for each hotel employee to be easily identified. Identification can be
accomplished in several ways:
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a waitress, etc.
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When this is used, it is suggested that the printing be large enough for anyone to read, and
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that the contrast (background to lettering) be such that the name stands out.
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individual, the typed name of the individual, his or her department in the hotel (normally
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shown by a background color), and the name of the hotel on the front of the card. The back
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of the card may have more personal information such as height, weight, age, employee ID
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number or fingerprint, if desired. The date of issue and the signature of the employee
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should be on the card also. The cards may be either carried or displayed by the employee.
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At large hotels, this system assists the security force in identifying employees.
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If the picture I.D. system is used, all attempts should be made to recover and then destroy
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the card when an employee leaves the hotel. Records should be maintained in the
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employee's personnel file to indicate that he or she has lost an I.D. badge and that another
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was issued.
Employee Procedures & Controls
II-11
Employee Entrance Control
It is preferable to restrict employees to the use of certain entrances. When this is required,
the employees should be told during their orientation which entrance to use to come to and
from their jobs. This entrance can then be controlled, and is a good point at which to check
packages coming into and leaving the hotel. It is also a good place to have the employees'
time clock.
The employee entrance can be most effective when:
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ar name badges.
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trance.
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both occasions.
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A specified entrance for employees and contractors is useful in preventing theft and
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restricting unauthorized removal of hotel assets.
Employee Procedures & Controls
II-12
Employee Parking
The assignment of specific entrances also allows management to assign specific parking
areas to employees. These spaces should be away from the building making it difficult for
an employee to take hotel property to a vehicle without being seen. A major component of
theft is opportunity and the presumption of a risk-free environment.
The assignment of parking areas and entrances can also control employee movement within
the property. General Managers should take special note of the fact that many employees
are required to go to their cars very late at night. The safety of employees should always be
of foremost concern to the hotel. The following suggestions should be considered:
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groups of two or three people. If an employee is leaving alone, another on-duty
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employee may walk to the parking lot with that person. The departing employee can
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then drive the on-duty employee back to the main entrance of the hotel.
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cars.
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Employee Procedures & Controls
II-13
Employee Time Cards
Each hotel should have specific instructions as to how time cards are to be handled by
employees. The following considerations are suggested for developing a time card
program:
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-based time card system in order to run detailed reports of which
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employees are on property.
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one for employees who are off duty. This way you can determine immediately which
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employees are working in the hotel.
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where intent to defraud the company can be proven, the employee should be subject to
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disciplinary action up to and including termination.
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ployee who has “clocked out” should leave the property. No employee should be
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permitted to remain on the premises when off duty unless authorized by management.
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filled out properly.
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Employee Procedures & Controls
II-14
Employee Packages/Purses
Management should put into practice a policy to control packages and purses that are
brought into or removed from the hotel. As part of this policy, a package/purse search
procedure should be implemented. Employees should be notified of the hotel’s
package/pass policy during orientation.
Package Searches
Before implementing a package/purse search procedure, notices should be posted in an area
that will be seen by all employees. The notices should describe the procedure, specify when
it will go into effect, and clearly identify the employee exit that is to be used by all
employees without exception.
A member of management or a designated representative, such as a security officer, should
ask employees leaving the building with packages to produce package passes and open the
packages to verify the listed contents. Only the employee to whom the pass was issued
should open the package and remove the contents for inspection.
In the event of a discrepancy with the package contents and the contents listed on the pass,
the employee's supervisor or department head should be contacted. The General Manager
should be notified if any hotel employee refuses to cooperate with the package search
procedures.
Package Passes
Employees should be required to obtain written permission from a member of management
before taking packages from the hotel. The pass can simply state the name of the employee
to whom the pass was issued, the type of item the employee is removing, the date the pass
was issued, and the person who issued the pass.
However, when the property being removed is not normally found in the department in
which the individual is employed (for example, a room attendant removing a kitchen item),
the signatures of both the employee's supervisor and the department head of the area from
which the item came should be required. A sample pass is available in this manual.
This system helps to prevent the unauthorized removal of property belonging to the hotel.
Package Pass Procedure
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guest stating the employee's name, a description of the contents, and the guest’s

signature.
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every
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effort should be made to verify the information.
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should possess valid parcel passes signed by the department head.
Employee Procedures & Controls
II-15
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hould keep a current list of individuals who are authorized to sign passes.
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procedure.
If an employee is removing something on a loan basis, the pass should clearly indicate that
fact, plus the date it is to be returned. As a general rule this practice should be discouraged.
A sample package pass is included in the appendix.
Employee Procedures & Controls
II-16
Use of Personal Vehicle for Company Business
On occasion, it may be necessary to ask an employee to use their personal vehicle for
company business. By adhering to the following guidelines, you can prevent any
confusion or misunderstanding in the event of an incident.
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driver’s license prior to utilizing their personal vehicle for company business.
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business. An exception exists if the employee's job description states that they may,

on occasion, be requested to drive their personal vehicle for company business.
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vehicle, other vehicles, claims of bodily injury to others, and/or any insurance

deductibles resulting from the accident will be their responsibility.
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be reimbursed for actual mileage at the current IRS rate. This rate does not apply if
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the employee receives a car allowance.
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complete a Use of Personal Vehicle for Company Business Waiver form. A sample
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form is located in the appendix. This form should be maintained in the employee's
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file.
Employee Procedures & Controls
II-17
Personal Belongings
Rules should be established specifying the type of property employees are allowed to bring
to work. When lockers are not provided, a "safe area" should be made available where employees'
belongings can be secured. Each major department (housekeeping, maintenance, kitchen,
etc.) should have this type of area and the department head should control the key. The area
should be locked except when property is being placed into or being removed from it.
Employees found to be storing or transporting stolen material, alcoholic beverages, illegal
drugs, or weapons should be disciplined according to company policy, up to and including
termination.
Employee Procedures & Controls
II-18
Locker Rooms/Lockers
Employee lockers can present a two-fold problem. If not of suitable quality and adequately
protected, they may be broken into. This could have a negative impact on morale. On the
other hand, lockers could become places for concealment of hotel or guest property.
The following actions should be taken to address this problem:
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explanation that the hotel is limited in its ability to provide property protection.

-type changeable
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combination locks. Employees should make their own combination selection.

nt reserves the right to inspect lockers.
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both the security and the human resources departments. In the absence of a security

person, an assistant manager or department head should be present. Union collective

bargaining agreements should be consulted where applicable.
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being taken out of the hotel.

mployees, it is imperative that measures be

taken to secure the personal belongings of each individual.
When locker rooms are provided for employees, these rooms should be separate from the
normal work area and limited to employee use. A number should be assigned to the
individual lockers for each employee who wishes to use one.
A sign should be posted in the locker room stating that lockers are subject to inspection by
hotel management. The following is a sample statement for this purpose:
“The management of this hotel reserves the right to inspect any locker furnished by the
hotel to the employee, and to inspect any packages that employees may have in their
possession upon leaving the premises.”
When a large proportion of the hotel's employees can be expected to speak a language other
than English, the signs should be displayed in both English and the predominant other
language.
Employees should be instructed that valuable merchandise, money, or illegal/prohibited
goods (stolen goods, alcoholic beverages, illegal drugs or weapons) cannot be stored in the
locker, and that violation of this rule could result in disciplinary action up to and including
termination.
Employee Procedures & Controls
II-19
Internal Theft
Motivations for Employee Theft
In order to develop the policies and procedures that will protect corporate assets from
internal theft, it is necessary to understand what often motivates an employee to steal.
You will generally find three fundamental factors contributing to an employee's decision
to steal:
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dependency, etc.
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funds/property to be a theft. To them, the theft is a "loan" or it is "owed" to them for

their hard work. They might minimize the offensiveness of their misconduct by

assuming that if they are caught, the worst thing that will happen is that they will

have to pay for what they took.
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eal: More than anything else, the belief

that the theft will go undetected or that management will make no effort to identify

the perpetrator will drive an employee over the line to larceny.
Preventing Employee Theft
Losses due to employee theft can be significantly reduced by implementing policies and
procedures which:
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Policies
Some proven policies include, but are not limited to, the following:

Have a written policy which notifies your staff that you will investigate all allegations

of employee theft in a timely and thorough manner.

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consistently respond with a thorough investigation. Knowing that you will always

attempt to identify the perpetrator is a powerful deterrent.

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reduce the amount of cash exposed to embezzlement and robbery.

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should indicate that management reserves the right to inspect all handbags, packages,

containers, etc. coming onto or leaving the property.
Employee Procedures & Controls
II-20
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vehicles in a designated location away from the employee entrance/loading

dock/kitchen doors.
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entrance when entering and exiting the property.

Prohibit employees from wandering about the hotel in

areas where they have no business.

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oncerning the issuing of additional room keys.
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ment Discrepancies: If your staff knows that you

will tolerate a $10.00 cash shortage then you can expect to routinely lose $10.00 a

day in cash shortages. You will get what you demand concerning cash management.

Implement a policy that requires written corrective action reports concerning cash

shortages or overages.


all possible, require that all internal transfer of funds be documented and verified by

at least two employees. Attempt to deny any one person total control over money or

property.



of any invoice item.

el funds.


have a legitimate need to visit in the course of their duties. Prohibit "visitors" from

coming onto the property for the purpose of meeting with employees.

ire competitive bidding all goods and services. Develop a form that will enable

staff to document bid requests obtained over the phone.


fication. Prohibit more than one

open bottle of any one brand of liquor in the bar.


incident of theft from a guestroom.
Employee Procedures & Controls
II-21

l combinations or computer passwords be changed whenever an

employee having knowledge of a combination or password is terminated.


handle the disposition of all out-going hotel property.
Procedures
What follows are procedures and techniques that will significantly reduce losses to
employee theft. They include, but are not limited to, the following:

omputer

equipment, furniture, appliances, tools, radios, etc.



eliminate the "risk free" perception that leads to internal theft. Frequently "spot

check" banks, deposits, tills, liquor, food, surplus property and employee handbags,

subject to applicable laws.

-up service.

If this is not an option, transport the deposit using two employees traveling in

separate vehicles. Set a limit on the amount of money allowed on property.


have sought to conceal their theft of deposits by attaching the deposit verification slip

from the previous year to the report of deposit from which they are stealing.


know that you will periodically conduct random "Integrity Tests". For example, on

the pretense of auditing a till drawer at the front desk, take the drawer at mid-shift

and, without being seen, slip a $10.00 bill into the drawer. If at end of shift the till is

over by $10.00, inform the staff of what you did and give the $10.00 to the clerk. If

the till balances, you have obtained important information at a very low cost.

-employment background investigations (subject to applicable laws) which

include criminal history background checks, employment verification, education

verification, and credit history checks.

ndency is a common motive

in cases of employee theft.


(trash receptacles, closets, storage areas, loading dock, etc.) are routinely inspected in

order to help prevent employees from using those locations to hide hotel property

which they intend to retrieve later.


company property to his/her personal use they often take license to do the same.
Employee Procedures & Controls
II-22


Service" can be effectively used to identify employee theft, provided sufficient

controls are in place to insure the integrity of any evidence generated by the

undercover effort.


agent is acting in the best interest of the company, conduct quarterly market surveys

of vendors for services and goods to insure that you are paying a competitive price.

-forone

bottle exchange with requisition. Break or mark returned bottles. Maintain an

inventory control list on the door to the liquor storage room that will reflect the

amount of alcohol on property. Check behind the bar during the shift for unauthorized

bottles.


building, otherwise use a cage and lock to secure liquor.



etc. Require combination or password changes whenever an employee having

knowledge of a combination or password leaves the hotel’s employment.


sufficient to determine the presence of accounting/financial improprieties.

de freezers to lock away red meat and

seafood.


or misconduct by providing them with a method of confidentially communicating

their suspicions.

-marketing programs that reward employees for enrolling new

members.

Employees have been known to submit fraudulent enrollment data into computer

databases.


municate your "trust" to your staff by allowing

them to conduct business with little or no supervision creates the risk-free perception

that motivates some employees to steal. Accept the fact that given the right set of

circumstances even, a trusted staff member may steal.


comprehensive audit and inventory of all money and property. Experience has taught

that much embezzlement occurs during a transition in management. The perception is

that the outgoing general manager is preoccupied with relocating while the new

general manager will be unable to detect theft.
Employee Procedures & Controls
II-23


Documentation will enable you to identify and track significant patterns.



beginning and ending check numbers. Unused checks are to be accounted for at the

end of each shift.


applicable laws) implementing a post accident drug testing policy, requiring that

employees utilize a physician or clinic that has set fees, reviewing all medical

expenses, and developing modified duty programs that may enable an employee to

return to work.
Employee Procedures & Controls
II-24
Detecting Internal Theft
Detecting an internal theft requires very little effort. The trick to picking up the “trail”
begins with learning to recognize and respond to those things indicative of employee
theft. Avoid the “codependent” behavior of making excuses for discrepancies and deficiencies
and learn that what might appear to be an unintentional oversight or error might be a
warning that you are being victimized by one of your employees.
It is important to understand that an indicator of internal theft is not evidence. Any of the
following items could be accounted for as something other than employee theft.
Extreme caution must always be exercised in communicating any allegation of employee
misconduct. The following “indicators” should function only as a signal that employee
theft is a possibility and that further inquiry should be made.
Some indicators of potential employee theft include, but are not limited to, the following:


immediately addressed.


t and inn daily activity report.


of his/her own bottle).


-reconciled accounts.

g from finance.

-reconciled change orders or change orders not reconciled in a timely manner.


tes.




iliar vendors.




the controller/purchasing agent

and vendors.
Employee Procedures & Controls
II-25




cular brand of liquor.


bar or restaurant. When a bartender is pouring out of their bottle, they often have to

keep track of the number of drinks sold in order to extract the corresponding amount

of cash from the till when they close out at the end of their shift.


orders.

the price. Look for

orders taken in pencil.


administrative staff who spot inconsistent or inappropriate accounting entries. It is

important to train your staff to trust their instincts and to report anything suspicious.

-ins” which seem improbable or conspicuously convenient.

Embezzlers have often sought to conceal or camouflage their theft by fabricating an

event which they can use to explain missing funds or property.




computer terminals.


p codes, addresses, telephone numbers.


Employee Procedures & Controls
II-26
Workplace Violence
Violence in the workplace can have a devastating effect on the productivity and the quality
of life for the entire staff. This section focuses on management strategies used to deal with
violence committed by non-strangers within the workplace. To reduce the hazards of
violence in the workplace you should consider the following:





A risk assessment should consider the likelihood of incidents occurring by reviewing

such information as:



d business.
Threat Management Team
Hotel Management may establish a Threat Management Team consisting of
representatives from security, human resources and a designated executive committee
member. It may also include external consultants such as psychologists, psychiatrists or
threat assessment experts. The primary responsibility of this team is to develop a threat
management plan to resolve bona fide threats or acts of violence. In addition, team
members may be responsible for managing violence prevention programs, including
needs assessment and awareness training.
The plan might include:



parties.

incident. For example, media relations,

internal communications, and the possible use of a rumor control desk.



are in the event of a crisis.


Employee Procedures & Controls
II-27
(Sample)
Policy for Workplace Threats and Violence
Nothing is more important to JANKO HOSPITALITY LLC than the safety and
security of its employees and guests. Threats, threatening behavior or acts of
violence against employees, visitors, guests, or other individuals by anyone on hotel
property will not be tolerated. Violations of this policy will lead to disciplinary
action that may include dismissal, arrest, and prosecution.
Any person who makes substantial threats, exhibits threatening behavior or engages
in violent acts on hotel property shall be removed from the premises as quickly as
safety permits. Those individuals shall remain off hotel premises pending the
outcome of an investigation. The hotel will initiate an appropriate response. This
response may include, but is not limited to, suspension and/or termination of any
business relationship, reassignment of job duties, suspension or termination of
employment, and/or criminal prosecution of the person or persons involved.
No existing hotel policy, practice, or procedure should be interpreted to prohibit
decisions designed to prevent a threat from being carried out, a violent act from
occurring or a life-threatening situation from developing.
All hotel personnel are responsible for notifying management of any threats which
they have witnessed, received, or have been told that another person has witnessed
or received. Even without an actual threat, personnel should report any behavior they
have witnessed which they regard as threatening or violent. This is especially true
when that behavior is job related, might be carried out on hotel premises, or is
connected to company employment. Employees are responsible for making this
report regardless of the relationship between the individual who initiated the threat
or threatening behavior and the person or persons who were threatened or were the
focus of the threatening behavior. If a management representative is not available,
personnel should report the threat to their supervisor.
All individuals who apply for or obtain a protective or restraining order which lists
company locations as being protected areas should provide to management a copy of
the petition and declarations used to seek the order. In addition, a copy of any
temporary protective or restraining order which is granted and a copy of any
protective or restraining order which is permanent should also be provided to
management.
JANKO HOSPITALITY LLC understands the sensitivity of the information
requested and will strive to protect the confidentiality of the information provided.
Employee Procedures & Controls
II-28
Threat Incident Report
Hotel policy should require employees to report all threats or incidents of violent behavior,
which they observe or are informed about, to hotel management. Hotel management should
take steps necessary to complete an incident report as quickly as possible, including private
interviews of the victim(s) and witness(es). This report will be used by hotel management to
assess the safety of the workplace and to help determine a plan of action. The following
facts should be included in the incident report:

-maker and his/her relationship to the hotel and to the recipient.




hreat.


threat.

-maker appeared (physically and emotionally)


d.


-maker after the incident?



cident?




Warning Signs of Potentially Violent Individuals
There is no exact method to predict when a person will become violent. One or more of
these warning signs may be displayed before a person becomes violent, but does not
necessarily indicate that an individual will become violent. A display of these signs should
trigger concern.






on.




Employee Procedures & Controls
II-29


other substances.





Recognizing Inappropriate Behavior
Inappropriate behavior is often a warning sign of potential hostility or violence. When left
unchecked, it can escalate to higher levels. Employees who exhibit the following behaviors
should be reported and disciplined:

name-calling, obscene language, and other abusive behavior.



or whether a person is the target of a thrown object.


harassing manner. That includes such acts as hitting, slapping, poking, kicking,

pinching, grabbing, and pushing.

s obscene gestures, “getting in your

face” and fist shaking.
Suggestions to Minimize Violence
Train employees to notify hotel management or security if a person’s behavior escalates
beyond their comfort zone. Notify local authorities if there is evidence of threats or
violence. The following are suggestions you can use in your daily interactions with people
to deescalate potentially violent situations:
Do




they have to say.

aintain a relaxed yet attentive posture and position yourself at a right angle rather than

directly in front of the other person.


as asking the person to move to a quieter area.


consequences of any violent behavior.


drink of water (in a disposable cup).


problems.


“You’re probably right” or “It was my fault.” If the criticism seems unwarranted, ask

clarifying questions.
Employee Procedures & Controls
II-30


you.

not blocked.

Do Not


coldness, condescension, roboticism, going strictly by the rules, or giving the runaround.

of the person’s demands from the start.


or crossing your arms.


nts, which can be seen as threatening. Instead, notice the tone,

volume and rate of your speech.


feel foolish.

vidual.







you and the person.
Employee Procedures & Controls
II-31
Smoking Policy
Smoking is the number one cause of accidental fires. For this reason, the hotel should
establish a specific smoking policy. Smoking should be allowed in designated areas
only. This helps to ensure a safe working environment. Employees should be informed
at the time of orientation where the designated smoking areas are and when they may use
them. If the smoking area is outside of the hotel, consideration should be given to
providing the employees with some level of protection from the environment.
Employees should be informed that the smoking policy is not designed to inconvenience
smokers or to isolate them from other employees, rather it has been established to save
lives and property.
Employee Procedures & Controls
II-32
Serving of Alcohol
Due to the effects of alcohol upon a person’s judgment and activities, reasonable care
should be taken with the service of alcohol. Training programs for servers should be
established. The following guidelines should be considered in any training program:




relations approaches in requesting identification and how to determine the legitimacy of

identification provided.


pped

in the opinion of the server.
Hotels serving alcohol need to be aware of the risk associated with what is often referred to
as “Dram Shop” litigation.
“Dram Shop” (an old English term for a pub) involves a civil complaint alleging that a
business “illegally” served alcohol to an individual who then (as a direct result of having
been “illegally” served alcohol) caused another person to experience suffering or loss. An
example of such a lawsuit could involve an individual claiming loss as the result of your
hotel having “illegally” served alcohol to their spouse who, while driving under the
influence, was permanently disabled in a automobile accident.
Demonstrating Compliance with the Law
You can defend yourself in a “Dram Shop” lawsuit by demonstrating to a judge and jury
that you consistently provide alcohol in a responsible and legal manner. Examples are:



A written policy on the service of alcohol should be developed for your hotel. All
training should be documented and a copy placed in the employees' personnel file. A
shift activity log should be completed after every shift. The log should be used to
document unusual activity, such as denying service to a minor or refusing to serve
additional alcohol to a patron who is obviously intoxicated. If no unusual activity
occurred, the log should still be completed and indicate the lack of activity. A sample log
is included in the appendix.
Employee Procedures & Controls
II-33
(SAMPLE)
Written Policy concerning the Sale/Distribution of Alcohol
1. Alcohol will be served only to those patrons who can provide some form of photo
bearing identification that provides the patron’s date of birth. Under no circumstance will
alcohol be served to any person who cannot provide the required identification. ALL
PATRONS WILL BE REQUIRED TO PROVIDE PHOTO BEARING
IDENTIFICATION.
2. Alcohol will be served only to those patrons who are of legal age.
3. Alcohol will not be served to any individual who appears to be intoxicated.
4. All members of the wait staff are empowered to terminate the sale of alcohol to any
individual they reasonably suspect is intoxicated.
5. All members of the wait staff are to immediately advise their supervisor and all
bartenders concerning their decision to terminate service to any person they have reason
to believe is intoxicated.
6. Once communicated, the decision by the waiter/waitress to terminate service will be
enforced by all members of the hotel staff. No one is authorized to countermand or
reverse the decision to terminate the sale of alcohol to a person they suspect is
intoxicated.
7. The waiter/waitress terminating service of alcohol will prepare a hotel security incident
report documenting the events and circumstances precipitating their decision to terminate
the sale of alcohol. This report will be completed before the waiter/waitress leaves the
hotel. The MOD will also note in the MOD Log/Daily Report that service was
terminated to a patron suspected of being underage or intoxicated.
8. “Double” shots of alcohol are strictly prohibited.
9. Patrons may order no more than one drink at a time per person.
10. Any type of “Special” alcohol sale is prohibited. There will be no “Two-For-One”
specials or reduced price special sales such as “Quarter Beer” night.
11. Bartenders are specifically prohibited from mixing any "custom" drinks that require more
than the customary amount of alcohol contained in a single "jigger" type liquormeasuring
device.
12. All alcohol will be routinely inventoried and stored in compliance with current alcohol
control policies.
Employee Procedures & Controls
II-34
Employee Training Records:
It will be important that you are able to demonstrate that you had provided all employees
who serve alcohol with:



intoxicated”.
A copy of the hotel alcohol sales policy should be signed by all alcohol servers and
placed in their personnel or training file.
All employees who may serve alcohol should be trained and certified through a third
party alcohol server program. This type of training can be obtained through programs
such as the “TIPS” (Training for Intervention ProcedureS) or “CARE” (Controlling
Alcohol Risks Effectively).
This training functions to provide a clear understanding of what constitutes “obviously
intoxicated” and how to identify someone who is intoxicated. The training also provides
strategies for dealing with a potentially intoxicated patron.
For information concerning the TIPS program, call 1-800-GET-TIPS. For information
concerning the CARE program call 1-800-752-4567.
Sale/Distribution of Alcohol Claims
“Dram Shop” claims are refuted by demonstrating, as a matter of standard operating
procedure, that the hotel refuses service to underage persons and terminates service to
intoxicated persons. Any incident or event resulting in refusal to serve or termination of
service should be documented as a hotel security incident.
This report should be prepared by the member of the wait staff terminating service and
should be completed before that person leaves the property. The report should contain
the date, time, location and name of the wait staff member and if possible, the name and
room number of the patron being denied service. The report should contain a brief
synopsis of why the wait staff member terminated service and a copy of the receipt
documenting the sale of alcohol to the terminated patron should be attached to the report.
As a supporting document, and for reference purposes, the MOD Log/Daily Report
should also be used to document any incident involving the refusal or termination of
service to a patron suspected of being intoxicated. The MOD Log/Daily Report should
reference the hotel incident report prepared by the member of the wait staff terminating
service.
These reports should be routinely reviewed by management and archived as potential
evidence.
Employee Procedures & Controls
II-35
Employee Accidents & Illnesses
Only qualified personnel should administer first aid to an employee who is injured or ill.
An employee who is seriously injured should be transported immediately by ambulance to
the nearest emergency room. If the injury is not serious, the employee should be taken by
taxi to the nearest emergency room or the hotel doctor. The next of kin should be notified
whenever an employee is admitted to the hospital.
When applicable, a worker's compensation form should be completed and an accident
investigation should be conducted. OSHA records should also be updated. If the injury was
caused by defects in equipment or building construction, these problems should be
corrected as soon as possible. If three or more employees are hospitalized due to one
accident, or an accident results in the death of an employee, OSHA must be notified at 1800-321-OSHA.
All hotels should carefully evaluate each employee accident. This procedure will help the
hotel identify any pattern or circumstance that caused the accident. Steps can then be taken
to eliminate the causes and reduce the potential for future accidents to occur.
The accident investigation form included in this manual can be used as a written report of
the accident. The form is designed to provide enough details so a series of accidents over a
period of time can be analyzed with specific trends noted.
A member of the Safety Committee should conduct the investigation. When the accident
involves medical treatment for the employee, the employee’s supervisor should conduct the
investigation.
If possible, the investigation should be completed as soon as possible after the accident,
while the facts can still be remembered accurately. The investigation should be conducted
at the location of the accident so a comparison can be made between the individual's report
of the facts and the physical conditions present.
Always call the Loss Prevention Department at 1-800-RISKMGT or 770-604-5960 to
report the injury with all pertinent information.
The following guidelines can be used to obtain information for the accident report:



words.


Try to determine the true cause of the accident.



for the department.
Employee Procedures & Controls
II-36


present at the time of the accident, such as a very busy shift or a short staff.

ate.


accident and to prevent a reoccurrence.
In addition, the person completing the report should avoid using the term "carelessness" as
a description of the cause of the accident. The investigation report should provide specific
facts that can be related directly to the accident.
The completed accident investigation report should be given to the Safety Committee for
review. A representative of the Safety Committee should meet with the General Manager
as soon as possible to discuss any recommendations that should be implemented. The
accident report should also be discussed during the next regularly scheduled Safety
Committee meeting.
Employee Procedures & Controls
II-37
Death of an Employee
Upon receiving a call about a possible death of an employee at the hotel, the manager on
duty should respond to the location with first-aid equipment, and, if available, personnel
qualified to administer first aid. Call an ambulance and instruct the operator to also notify
the local police authorities.
Instruct the security officer or manager on duty to seal off the area. Do not attempt to clean
up the area or remove anything from the scene until given permission by the local
authorities. If the accident is a result of a work-related injury, notify the nearest OSHA
office within 8 hours by calling 800-321-OSHA and report the employee’s death.
Normally, the local police authorities handle notification of next of kin. However, there
may be cases where the General Manager will want to fill this role. If it is felt that a
physician, minister, or family friend should be present when the next of kin is informed.
The General Manager should make these arrangements.
For assistance in public relations, refer to the section concerning dealing with the media.
Depending upon the severity of the accident, some employees may require counseling.
For assistance in arranging counseling, contact the company’s Employee Assistance
Program (EAP), Medical Management Company, or other mental health professional.
Counseling may or may not be covered under Worker’s Compensation depending upon
local jurisdiction.
Additionally, report this death immediately by telephone to the Risk Management
Department by calling 800-RISKMGT or 770-604-5960.
Employee Procedures & Controls
II-38
Drug Testing
To deter drug use among the hotel staff, the hotel should consider the use of preemployment
and post-accident drug screening. Although extremely effective in minimizing
drug activity on the property, the program may be administered with caution to avoid
policies or practices that can potentially result in claims of discrimination. Local laws
should be thoroughly reviewed by SCH Legal before implementing a drug-testing program.
Recent studies have shown a significant return on investment for implemented drug
screening programs by reducing employee health care costs, increasing productivity,
reducing time away from work, improving absenteeism and tardiness, reducing work related
injuries and increasing employee morale/motivation.
JANKO HOSPITALITY LLCHuman Resource’s Department should be contacted for
additional information on the drug testing program.
Employee Procedures & Controls
II-39
ADA
Hotels in the U.S. should adhere to the standards set forth in the Americans With
Disabilities Act (ADA). The ADA provides individuals with disabilities the right to
participate in and enjoy the goods, services, privileges, benefits and accommodations
offered to the general public. It also provides access to employment opportunities offered
to the general public. In addition, it requires businesses to provide barrier free accessibility
to all public accommodations and commercial facilities.
A hotel should take such steps necessary so as to ensure that individuals with disabilities
are not excluded, denied services, segregated or otherwise treated differently because of the
absence of auxiliary aids and services. A hotel may choose between various alternative
aids, provided the result is effective.
Special consideration should be provided to any person with an apparent or stated
disability. These considerations range from structural modifications for the removal of
barriers, to employee sensitivity training on how to serve disabled guests.
A primary concern should be to develop a system to alert the hotel staff of the presence and
location of disabled persons on the property when an emergency arises. The following is
suggested:

e that can be

entered onto a guest's folio display. At any given time a report can be run requesting all

disabled guests who are registered, along with the type of disability they have. In

manual systems, a discreet marker can be placed on the rack registration card to flag a

disabled person's presence.


notified by the front office immediately upon the check-in of a disabled guest, along

with their expected departure date. Any change to the guest's status i.e. room number,

departure, date, etc. should be communicated immediately.

Other considerations provided for disabled patrons should include:


hould be maintained at the front desk and

PBX.



close, and alarm bells with a designation in Braille
Employee Procedures & Controls
II-40

-by for a

guest’s request. These items can include: TDD (Telephone Communication Device for

the Deaf), closed captioned television decoders, local and system smoke detectors with

visual annunciation, visual/vibrating door knockers, visual/vibrating alarm clocks, and

telephone amplifiers.


equipment.

uld be provided with a TDD for communicating with guests and trained in its

use.


government or local legislation that may apply to a disabled person.
Consideration must be made for assisting handicapped individuals when developing and
practicing the hotel’s emergency plan. The local fire authority may be contacted for
assistance in developing a plan appropriate for your hotel.
III. Premises Protection
Fencing...............................................................................................................................2
Landscaping......................................................................................................................2
Lighting ..............................................................................................................................3
Parking Lots.......................................................................................................................5
Parking Garages ................................................................................................................6
Closed Circuit Television ..................................................................................................8
Building Access Control..................................................................................................10
Emergency Exits ..............................................................................................................11
Public Restrooms .............................................................................................................11
Elevator s...........................................................................................................................12
Unauthor ized Per sons .....................................................................................................13
Contractors ......................................................................................................................14
Receiving Door Control ..................................................................................................18
Salvage Sales ....................................................................................................................19
Premises Protection
III-2
Fencing
Fencing of the hotel grounds can often be an effective tool in improving perimeter
protection. The concept of fencing is to create a physical barrier between the hotel and the
surrounding areas. This can act as a deterrent to individuals cutting across the hotel grounds
and to would-be criminals.
The determination for whether or not a property should be fenced should be based on a
variety of factors, including the design and layout of the hotel and its grounds, the
neighborhood and neighboring businesses surrounding the hotel, and the history of criminal
activity in the area. The type of fencing to be used should be determined by the function it
will serve. For example:

cess, a fence at least six feet in height is recommended.

Special attention should be given to the portion of the fencing at ground level to

eliminate the possibility that someone could crawl under the fence.

id decorative fence at least six feet in height

can be used. The fence may be made of wood, brick or concrete blocks.

To ensure the effectiveness of the fence, it should be inspected for damage on a regular
basis. Shrubbery and trees that reduce the effectiveness of the barrier should be removed or
pruned. Shrubbery can be utilized as an effective "living fence". This may be accomplished
by using plants with thorns. For varying climates, some examples include:
Tropical

-most effective and decorative when in bloom.

-forms a very dense but non-thorny hedge wall.

-thorny, used in arid areas but not generally used as a climbing or

hedge plant.
Northern


-flowering thorny evergreen) very effective but slow growing.
The hotel should consult a local landscape architect or nursery to determine the plants best
suited to that area.
Landscaping
Landscaping that is not controlled can hinder hotel security. Landscaping should not block
security lighting or prevent passing police patrols from having a clear view of the property.
Landscaping should not be located so that it provides concealment, reduces illumination or
aids individuals in climbing fences and scaling barriers. Good visibility also makes the job
easier for security personnel.
Premises Protection
III-3
Lighting
Lighting has proven to be an excellent aid to security. The mere increase in light intensity
can result in decreased criminal activity. Lighting also has a positive impact on a guests
comfort level and opinion of the hotel. It is also effective in preventing slip/trip/fall
accidents.
Security lighting should be used in the following places:


can move safely about the area. It should also be in accordance with recognized lighting

standards.

te all exits and

entrances and eliminate areas of deep shadow that might conceal a person.

-guest" doors: Provide sufficient lighting to allow eases of observation for

guard patrols or police.

he lighting is subdued (as in the lounge).


night-lights to enable hotel personnel to see into these areas clearly.

asy observation by guard

patrols or police.


Assistance in determining the level of lighting can be obtained from a qualified lighting

engineer.
If automatic timers are used to control exterior lighting, the timer switches should be
placed in an area where access to them is controlled by management. This prevents
employees or those with improper motives from changing the time setting on the control
panel. Utilization of photo cells will help overcome this problem.
Emergency Lighting
Emergency lighting is necessary to help ensure the safe egress of guests and employees in
the event of a power failure or other emergency. There are two basic types of emergency
lighting; generator powered lights and battery powered lights. Each have their advantages
& disadvantages.
Emergency lighting is recommended for use in all hallways of interior corridor hotels,
elevators, stairwells, public areas, kitchens, and administrative areas. It is also
recommended that you place emergency lighting at the top of each stairway in an exterior
corridor hotel.
Premises Protection
III-4
Generators
Generators typically operate off diesel or propane gas. They provide back-up electricity
to existing hotel fixtures. To ensure limited interruption in illumination, they should be
equipped with an automatic transfer switch, which will activate the generator and provide
electricity automatically. They have the ability to provide electricity for extended periods
of time and may be able to provide power to elevators and coolers. Unfortunately if the
generator fails, emergency lighting will be unavailable.
To ensure proper operation, generators should be exercised on a weekly basis and load
tested annually.
Battery Pack Lights
This type of lighting may have a battery in each unit or may have a centralized battery
location servicing several areas. Fixtures are charged off building power and activate
automatically. They should provide illumination for a minimum of 90 minutes. Since
units are independent, if one fails, only that area is affected. Lights should be tested
monthly to ensure proper operation and placed on a preventive maintenance schedule for
battery replacement.
Premises Protection
III-5
Parking Lots
Outside parking areas are causes of concern to all hotels as electronic equipment, mobile
telephones and sophisticated sound systems have become commonplace in vehicles and are
easily stolen. The following information is provided to assist each hotel in improving
parking lot security.


in outdoor lots is recommended. An inexpensive light meter can be purchased at

a local camera shop. Local lighting contractors may also be used to conduct photometric

surveys of the hotel grounds at little or no cost.


trimming of trees and shrubbery, the cleaning of lenses and reflectors and replacement

of bulbs.

ote on their patrols the exact location of all light fixtures that need

repairs. These fixtures should be reported for repair or replacement on the following

day, or, if the city or a contractor is involved, at the earliest possible date.

onspicuous places on the lot reminding motorists to remove valuables.

Suggested signage would include: "Please remove all valuables from your vehicle, user

assumes all risk and liability". Additionally it should be stated that parking is for guest

use only. Reminding guests to remove their property may help to reduce the incentive

and opportunity for theft.


all but one entrance after dark to prevent unwanted cars from entering the lot.

Restricted access may help deter criminals.

ls of the parking lot. Additionally, ask the local

police to drive through your lot several times a night.


presence in the parking lot. If someone is arrested breaking into vehicles, charges

should be brought against those individuals. The fact that you take action against those

who break the law might serve as a deterrent to others that might contemplate similar

activities.
Premises Protection
III-6
Parking Garages
Since visual control and guard patrol of these structures may be more difficult than in the
open parking lot, additional procedures should be considered.

-candles of light are recommended for security purposes. An inexpensive light

meter can be purchased at a local camera shop. Local lighting contractors may also be

used to conduct photo-metric studies of the hotel grounds at little or no cost. Often

lighting can be improved by painting the ceiling and walls white, cleaning the lens and

reflectors and by changing the bulbs.


Suggested signage would include: "Please remove all valuables from your vehicle, user

assumes all risk and liability". Additionally it should be stated that parking is for guest

use only. Reminding guests to remove their property may help to reduce the incentive

and opportunity for theft.

possible, control your stairwells and elevators with alarmed panic hardware to force

those leaving the garage to exit in the lobby or at the street level. If other routes are

available, emergency stairwells from room level floors should have panic hardware

installed to prevent entry from the parking garage.


each garage parking level using an irregular patrol route.
Self-Parking

.


authorities should be contacted to determine if speed bumps could interfere with

emergency vehicles). If installed, all speed bumps should be painted yellow or a

contrasting color.



clean up of garage spaces, oil spills, broken glass and other debris.

Valet Parking


open.

any damage. The

damage should be documented on the parking ticket.
Premises Protection
III-7


check should indicate that the parking facility is independently operated.


theft, damage, fire, etc.. The hotel should be listed as an additional insured.

dor

not the hotel.


via contract, specifying who is responsible for clearing garage surfaces of vehicle fluid

spills and other debris.

n fire lanes or blocking fire exits.


as possible.


other secure area. Returned claim tickets should be destroyed. Vehicle keys should be in

the immediate control of the parking attendant stored in a locked drawer, key cabinet or

other secure area.

red to produce

photo ID which can be checked against vehicle registration or car rental agreement.



to hire and every 6 months thereafter.
Premises Protection
III-8
Closed Circuit Television
Closed Circuit Television (CCTV) systems can be an effective and integral part of your
security program. However, if improperly used, they could at best be ineffective and at
worst a significant liability. Whether planning a new system or simply evaluating your
existing CCTV system, a determination should be made as to its purpose. Is the purpose
of your system guest safety or asset protection? Your answer should influence the
design, scope and placement of the system.
A few general recommendations should be incorporated into every CCTV system. The
image quality of the camera should be sufficient to allow positive identification of
individuals and clearly document any activities, which occur within view of the camera.
To accomplish this, a high quality digital (preferably color) camera and lens should be
used. All cameras should be continuously recorded on a multiplexed 24-hour time lapse
VCR or digital recorder. The use of a digital multiplexer will prevent the loss of images
even when a camera is not being viewed on the monitor. Recording times should not
extend beyond 24 hours as doing so reduces image quality. Consider using a videotape
library of 31 tapes (plus 2 alternates). This will provide a complete month of
documentation and could prove useful in the event the report of a crime or injury is
delayed. Tapes can be numbered 1-31 for each day of the month. This method avoids relabeling
tapes daily. Tapes should be rotated every 24 hours. If you are limited to using a
standard VCR, consider purchasing T-200 tapes. A T-200 tape will provide in excess of
10 hours recording in SLP mode (compared to 6 hours with T-120 tapes).
To help ensure the integrity of the system, access to the multiplexer and recording
equipment should be restricted by placing them in a tamper resistant cabinet, security box
or secure office. Ensure that cameras and wiring are out of reach or tamper resistant. If
an incident occurs, the tape on which the incident occurred should be pulled from rotation
and replaced with an alternate.
False or “dummy” cameras should not be used. If it is deemed necessary to have CCTV
coverage in any area, a real system should be installed.
Guest Safety
Cameras located in the parking areas, fitness center, swimming pool and other public
areas not staffed by employees may provide the guest with an expectation that someone is
watching over them and will respond in the event that they require assistance. These
cameras may be perceived to be for guest safety. Therefore cameras in these areas should
be continuously viewed by hotel staff whose primary responsibility is monitoring the
cameras. The employee(s) should be able to immediately respond to any guest injury,
criminal act, violation of hotel rules, or suspicious activity observed on the monitors. To
avoid fatigue, staff should be frequently rotated. Cameras, which may create a false sense
of security for guests should be removed.
Premises Protection
III-9
Asset Protection
With systems designed for asset protection, cameras should only be placed in public areas
staffed by employees such as the lobby, front desk, hotel entrances & exits and other
desired public areas staffed by employees. In the back of the house, cameras are best used
in key asset locations such as the drop safe, general cashier’s safe, service corridors,
liquor or other storerooms, bellmen’s closet, and other desired back of the house areas.
The purpose of these cameras is to track what enters and leaves the hotel and monitor
hotel assets. CCTV systems designed for asset protection may or may not be
continuously monitored by staff, but should be recorded as described above.
CCTV systems can play an important roll in hotel security. To ensure that your system is
an asset rather than a liability define the purpose of the system and manage it accordingly.
Premises Protection
III-10
Building Access Control
Exits / Entrances
Hotels typically have multiple exterior doorways that serve a variety of purposes. The
security requirement for each of these entrances/exits should be addressed individually.
All entrances and exits should be well lighted and well marked. Keep every doorway free of
heavy shrubbery which could serve as a hiding place or which could obscure it from
security patrols.
If other perimeter doors are not identified as emergency exits, are not used by guests, and
are not under direct management control, they should be locked wherever possible.
Panic hardware should be placed on doors which are used primarily as exits and are locked
to prevent the door from being opened from the outside.
In colder climates, a snow removal policy should be implemented for the removal of snow
and ice from exit doors.
During their patrol, guards should check all doors to ensure they are not open or wedged to
prevent them from locking.
Remote perimeter entrances to guest areas should remain secured with electronic locks.
Signage indicating “Card key required for entry” should be posted on both sides of the
doors. In meeting and convention areas, the doors may remain open during set times.
Signage indicating “This door locked from ___ to ____. Please use key for entry” should be
posted on both sides of the door. Emergency exits should never be locked in a manner
which prevents egress.
Building code requirements for emergency exits do not prevent securing doors that might be
used for entry as long as this does not impede egress. Access control can be achieved as
follows:


television (CCTV).


secured with electronic locks. In some areas, it might be possible to close and lock the

lobby entrances by providing an electro-mechanical lock operated from the front desk,

by the doorman, or a security officer.


doormen may use this to verify registration or contact a guest awaiting a visitor.
Premises Protection
III-11
Emergency Exits
Some doorways in a hotel are constructed as emergency exits. These doors can be found at
the end of guestroom corridors, at the side or rear of public areas, restaurants, lounges, and
banquet rooms, and in employee work areas.
Each emergency exit door should be clearly marked with an illuminated exit sign. No
emergency exit door should be locked in such a way as to prevent a person from exiting the
building.
Emergency exits and exit signs should never be hidden by drapes or other decorative wall
coverings. These exits should be visible and unobstructed at all times. Directional arrows
should point in the direction of the exits.
Exterior emergency exit doors which are not used as entrances should have panic hardware
installed if the door is normally kept locked. When the door is located and is not under
constant observation by the management, an alarm attached to the panic hardware may be
an effective security aid. This alarm will sound when the door is opened. If the door is too
far away for the local alarm to be heard, a remote alarm buzzer can be installed to alert the
front desk or security office when the door is opened.
Some panic hardware devices offer delayed egress. When this hardware is activated, the
hardware sounds an audible alarm, however the door's opening is delayed for 15 seconds.
Use of this type panic hardware should be approved by local fire officials before
installation.
Public Restrooms
In some cities, criminals may try to take advantage of guests or employees who might use
the hotel’s public restrooms. These areas should be patrolled routinely by security
personnel. The lighting in the restrooms should be arranged so that it operates continuously,
or is activated via motion detection. In multiple occupancy restrooms, the doors should
either remain unlocked or should be equipped with a deadbolt keyed on both sides. Hourly
checks should be made in all restrooms by security and/or management personnel. Care
should be taken to prevent loitering by undesirables in the hotel.
Premises Protection
III-12
Elevators
In hotel’s where elevators access both parking levels and guest floors, the elevator, when
possible should be programmed to stop and open on the lobby level. This gives security
and/or front desk personnel a better opportunity to observe all persons in the elevator. As
an alternative, during the late evening/early morning hours, one elevator could be
programmed to operate solely between the lower entrance floor or garage and the lobby.
This would require all passengers seeking access to the guest room floors to change
elevators in the lobby. Additionally elevators may be equipped with card readers,
requiring a valid guest room keys to access guest floors.
Alarms or telephones should be available in the elevator for use during emergencies. The
telephone should be wired to ring at the switchboard when the handset is lifted from its
hook. If the elevator is remote from the front desk and a local alarm cannot be heard, the
alarm should be wired to sound at the front desk. Elevator telephones and intercoms should
be inspected on a monthly basis.
Emergency lights should be installed in elevators through a tie-in with the emergency
generator, or, if there is no emergency generator, by installing battery-operated fixtures. If
the latter is used, the battery should be checked on a routine basis.
Signage indicating "IN CASE OF FIRE DO NOT USE ELEVATORS, USE EXIT
STAIRWAYS" should be posted at each guest and service elevator landing. Ashtrays
should be provided at each elevator landing.
Except in the case of emergencies, elevator extractions by hotel staff should be discouraged.
All contracts for service should be reviewed by the legal department.
Premises Protection
III-13
Unauthorized Persons
A hotel, although open to the public, is private property. Management has the responsibility
to monitor and, when appropriate, to control the activities of persons on the premises.
However, it is imperative that any activities that limit the freedom of movement of any
person or persons in the hotel be undertaken by the hotel's staff with the utmost discretion.
Laws applicable to places of public accommodation govern the eviction of a person.
Management should review the country, state or municipality statutes applicable to the
hotel's location utilizing the legal department if necessary.
Hotels can be burdened with vagrants and other undesirables because the lobby may
appear to be a public place and provide a place to get "out of the weather," to "panhandle"
or to find an easy victim for a burglary.
Encourage room attendants, bellmen, housemen, and other personnel who move about the
property to report suspicious persons to the front office or security. Also, they should be
asked to report anyone who is seen in possession of an illegal substance or weapon.
After observation of the individual, the security officer or a member of management
should approach the person and very politely ask if they are a guest in the hotel. If the
person does not belong in the hotel, they should be asked to leave the property and be
advised not to return under penalty of arrest as a trespasser. If possible, a picture should
be taken of the person as well as noting their name, date, and the circumstances of the
incident. A sample Criminal Trespass Warning form is included in the appendix. If the
individual refuses to leave, contact the local police for assistance. The individual should
not be taken into custody, detained or chased.
Hotel facilities are not deemed open to the public. No one other than guests, legitimate
visitors of guests, invitees and customers should be in these areas. Back of the house areas
should be restricted to hotel employees and other authorized individuals.
Unauthorized persons should not be allowed to enter the hotel through the employee
entrance unless approved by a department head. If approval is given, then they should be
escorted to their destination. Unauthorized persons entering the back of the house areas
from public spaces should be reported to security.
All contractors performing work in the hotel should report to management or security every
workday. They should provide a list of the total number and names of all persons that will
actually be working in or on the property that workday. Management/Security should
consider issuing temporary nametags with an expiration date for the contractor's employees.
Premises Protection
III-14
Contractors
All operations by contractors engaged in construction, maintenance, installation, repair or
other service on the hotel premises should not violate recognized safety and fire prevention
practices, jeopardize the safety of personnel, or cause damage or loss to the property.
In an effort to make contractors aware of safety and fire prevention policies, each hotel
should develop its own contractor information sheets. This document should specify
minimum safety practices to be met during the performance of their contract. This
document should be signed and retained by both the contractor and General Manager.
All contractors are expected to cooperate and comply with any safety recommendations
outlined by the hotel management, local, state, and federal authorities.
All standards of conduct imposed upon the regular hotel employees should apply to
contractors while working on the property. A copy of said standards should be provided to
the contractor's site supervisor as it should be their responsibility to review it with their
staff.
When contractors are employed, there may be an increased risk to the welfare of the
occupants and damage to buildings and contents. The presence of large quantities of
combustible materials and debris, and ignition sources such as temporary heating devices,
cutting, welding, plumber's torch operations, open fires, and smoking may increase the
potential for fire. The threat of arson may also be greater during construction and
demolition operations due to the on-site availability of combustible materials and potential
open access to the site.
The contractor's employees are generally unfamiliar with the site and often make little
distinction between a construction site and an operating hotel. Depending on the scope of
work, existing fire detection and suppression systems may sometimes be temporarily deactivated,
which increases the risk.
To ensure that no unnecessary fire and security problems arise, both the hotel management
and the contractor should have a thorough understanding of the required contractual
obligations, precautions, instructions and procedures to be followed before and while the
contractor is at work.
General Responsibility
It is the duty of the contractor to ensure that the safety of the hotel, its customers and its staff
are given paramount consideration. The contractor should also be directly responsible for
his sub-contractors. The contractor should consult the hotel's chief engineer before work is
commenced and before leaving the premises.
Premises Protection
III-15
Insurance and Special Conditions
The contractor should provide a certificate of insurance indemnifying the hotel against any
expense, liability, loss, claim or proceeding in respect to any injury or illness of any person
or loss of or damage to property arising out of the work performed by such contractor and/or
its subcontractors. Janko Hospitality LLC should be listed as an additional insured on the
contractor’s certificate of insurance.
The contractor should maintain and similarly cause their sub-contractors to maintain with
insurers of repute such insurance as may be necessary to cover both the contractor's and any
subcontractor's liability. The sum involved should be discussed and agreed with the Risk
Management Department prior to the commencement of any work.
The contractor should be responsible for ensuring that all persons they employ have been
trained in safety matters. This should include a full awareness of the requirements for fire
prevention, the hotel's life safety systems, means of egress and fire alarm procedures. In
addition, all persons should carry the hotel's security passes at all times while on hotel
property.
Insurance Coverage and Notification


contractor's insurance coverages.

fety system is planned, the Risk Management Department

should be notified. Insurers may charge an additional premium for the increased risk.


insurers of the existing structure notified.


plumber.

-torch, welding and cutting, the

hotel's property insurance carrier should be notified. Written permission should be

obtained from the hotel's chief engineer prior to the initiation of any "hot work."
Safety and Fire Precautions


immediately to the hotel management.


If this is required because of the nature of the job, appropriate measures, such as

initiation of a fire watch should be implemented.

impairments to the fire systems should be eliminated at the

end of each working day.


separation between the work site and operative parts of the hotel are erected, then

exiting should still be possible in order to comply with codes.

Premises Protection
III-16


over or collide with them. Any unavoidable, temporary obstruction should be clearly

identified with a hazard warning.
Environmental Factors
suspected presence of ACMs (asbestos containing material) or PCBs (polychorinated
biphenyls containing electrical equipment). Care should be taken to ensure these
materials are not accidentally damaged or released.


reported immediately and dealt with in accordance with local, state, and federal

requirements.


made.
Hot Work Precautions

, cutting, or other hot work is to be done, the

hotel's Chief Engineer should be informed in advance. No hot work (including the use

of bitumen boilers, winter heating stoves) may be undertaken without the approval of

the hotel's Chief Engineer and the issuance of a Hot Work Permit. All work, including a

fire watch should be conducted in compliance with the hotel's "hot work" program

outlined elsewhere in this manual.



of, or suspicion of, a fire.
Contractor Equipment/Tools/Supplies
Unless otherwise agreed, contractors should provide their own tools, steps, access
platforms, scaffolding and lifting gear. All should be in good condition.


ified times as agreed upon with hotel management.

They may be stored and brought to the working site as agreed with hotel management.

Contractors are responsible for unloading their vehicles and safe storage. The hotel has

no responsibility for this. Delivery trucks shall not block access for the local fire

brigade vehicles.


They should only be used if the scope of work includes the elevators. The use of service

lifts for the transportation of materials should be at time schedules as agreed with

Management.


accumulate, and should therefore be removed without delay. For the removal of

rubbish, no trolleys, garbage containers and garbage rooms of the hotel can be used.


management.
Premises Protection
III-17


separately.

d be in accordance with codes and should not cause a safety

hazard nor cause overloading of the hotel's circuits. No electricity, air conditioning and

water connections should be shut off or disconnected without obtaining permission

from the hotel's Chief Engineer.



with management.
Contractor Security and Conduct

those of their staff who will be

working on hotel premises so that security passes may be prepared and issued.


and dealt with swiftly.



program.

ch contractor's employees, their

personal belongings and all materials whilst on, entering or leaving the premises.

-of-house hotel areas other than

those designated for work or as may be necessary for the orderly execution of the work.


of radios that offend or disturb customers or staff are not permitted.

food cartons, surplus

materials etc. on site should be considered to have failed to complete their contract.


scope of work requires it, they should only be provided with temporary masters for use

in unoccupied areas.
Failure to Comply
Hotel management should reserve the right to refuse entry to the premises to any contractor
employee if they fail to comply with the above requirements.
Bid Processing
Before bids are issued to a specific contractor, a discreet investigation should be made as to
the reputation of that contractor. This can be accomplished by contacting other hotels or
companies who have dealt with the contractor in question. The Better Business Bureau and
other local organizations can also supply information concerning the contractor.
After three contractors have been selected by this process, each contractor should be given
identical information from which to bid for services or merchandise. None of the
contractors should be allowed access to the quotations furnished by the other contractors.
Upon receipt of the three bids, the selection should be made based on quality of service
and price. The two other bids should be maintained in the folder for audit backup.
Premises Protection
III-18
Receiving Door Control
Accounting Control Procedures should be adopted in an effort to control and minimize
losses at the receiving door, particularly those in which vendors, delivery staff and
employees may be involved.
The hotel has the right to designate certain hours for deliveries in order to have a responsible
person on hand to accept and handle the items.
Accounting Control Procedures should be established which set forth the following:


the receiving area.


tickets are signed. Weights and quantities should be noted on both the vendor's and the

hotel's copies of the delivery tickets.


merchandise delivered will be stamped to acknowledge conditional acceptance, subject

to inspection and verification of the contents within a reasonable time. Deliverymen

should be confined to the receiving area.


holding area as soon as possible after acceptance.
One or more items should be selected at random for an actual physical count or weight check
and compared with the delivery ticket and purchase order.
Premises Protection
III-19
Salvage Sales
When equipment or other items owned by the hotel are no longer usable, they should be
sold as salvage merchandise. The General Manager may be authorized to conduct sales
below $1,000. All salvage sales where merchandise exceeds $1,000 should be authorized by
Senior Management prior to sale.
The following procedures should be followed when selling salvage items.
1. The General Manager determines whether sales tax should be levied on any salvage
sale.
2. The General Manager then collects the payment for the total amount of the
sale and fills out a three-part cash receipt form indicating:







marketability are disclaimed by seller, and


is."
This receipt is distributed as follows:
Original: Given to purchaser who presents it to the department head responsible for storing
and securing the item as proof of purchase.
Second Copy: Attached to the Miscellaneous Voucher and posted through the front desk.
Third Copy: Remains in the receipt book as the hotel's permanent record of all salvage
sales.
Materials which are damaged or may present a safety hazard should not be given away or
sold. For example, a damaged ladder or equipment with missing guards should be rendered
unusable and disposed of as waste.
IV. Asset Protection
Inventory Control............................................................................................................................2
Financial Controls...........................................................................................................................4
Cash Handling Procedures ........................................................................................................5
Credit Cards........................................................................................................................................7
Guest Credit.........................................................................................................................................7
Bank Deposit .......................................................................................................................................8
Purchase Order s...............................................................................................................................9
Accounts Receivable .......................................................................................................................9
General Cashier ................................................................................................................................9
Bad Debts.............................................................................................................................................10
Payroll....................................................................................................................................................10
Checks ....................................................................................................................................................11
Traveler's Checks ...........................................................................................................................12
Vending Operations ......................................................................................................................12
Asset Marking ..................................................................................................................................13
Alarms....................................................................................................................................................13
Audio/Visual Equipment ...........................................................................................................13
Computer Secur ity.........................................................................................................................14
Asset Protection
IV-2
Inventory Control
Maintaining control over valuable assets and storage areas is important to prevent
shrinkage in supplies and materials. Some of the more common areas include coolers and
freezers, dry goods storage, linen/housekeeping storage, banquet storage, audio/visual
equipment storage and liquor storage.
Coolers and Freezers
The value of products stored in coolers and freezers can be considerable. Depending upon
operations, high value food items such as meat and frozen seafood should be stored in
separate, limited access coolers/freezers. When facilities are limited, a single cooler/freezer
may be used by securing high value items in a restricted access cage. Access to these
areas should be controlled by the food and beverage director or their designee. Preparation
and staging coolers/freezers should be secured during non-operating hours. During nonoperating
hours, seals should be placed on cooler/freezer locks. All entries and items
removed should be documented.
When kitchens are equipped with exterior exits, they should be equipped with local audible
or delayed egress panic hardware and a CCTV camera installed to document egress.
Inventories should be conducted at least monthly. Discrepancies and high food costs
should be thoroughly investigated to ascertain the cause. In the event that a key is lost or
believed compromised, locks should be re-keyed.
Dry Goods Storage
Large storerooms should be under the direct control of the food and beverage manager or
designated personnel. This person should be responsible for the inventory of the
storeroom. The storeroom should be kept locked at all times except when merchandise is
removed for daily use.
All incoming shipments of merchandise should be opened and compared with the invoice
from the original order. The merchandise should then be taken directly to the storeroom
and placed on the shelves.
To help prevent spoilage, a strict FIFO (First In, First Out) stock rotation program should
be implemented. When stock rotation is in question, items may be dated when they are
received.
Linen/Housekeeping Storage
The linen storage areas on each floor of the hotel should be locked when not attended by an
employee. The supplies in the storeroom should be kept in an orderly fashion to simplify
the monthly inventory. The inventory should be conducted by the executive housekeeper,
or in the absence of the housekeeper, by a member of management who does not work in
the housekeeping department. Any shrinkage in inventory should be reported and
thoroughly investigated.
Asset Protection
IV-3
Liquor Storage
Due to the high cost and liability associated with liquor, inventories should be tightly
controlled. When selecting a location for liquor storage, a secure, limited access storeroom
should be chosen. To help prevent theft, access to the storage room should be controlled
utilizing a uniquely keyed 1” deadbolt or electronic lock. Keys to the storeroom should be
retained by the food and beverage director or their designee and secured in a locked
cabinet. No other person, including members of the clean-up crew or maintenance staff,
should have access to this storage room. Hotels experiencing high liquor costs may choose
to install a second, uniquely keyed 1" deadbolt lock. The keys to which should be
controlled by security or other management staff. Access to the storeroom would then
require two keys.
The storage room should be structurally secure. It should not be accessible through a drop
ceiling, single layer drywall, windows or other doors.
A "bottle for bottle" issuing system should be used in filling orders. The order should be
accompanied by a written requisition with appropriate signatures.
An unique stamp or label should be used to mark all bottles as hotel inventory. Bottles
should be labeled when they are placed into storage. Access to the label/stamp should be
carefully guarded by the food and beverage director or their designee.
To keep an accurate inventory and to prevent shrinkage, a perpetual inventory should be
maintained.
If your hotel experiences a substantial number of room service orders for liquor, consider
having the front desk supply a daily list of rooms to the bartender that cannot have room
service charged. These would include those rooms which were paid for in advance without
being secured by a credit card.
To help prevent employees from pouring from their own bottle, the food and beverage
director and/or General Manager should conduct unscheduled inventories of bar stock to
determine that all merchandise being used belongs to the hotel.
Asset Protection
IV-4
Financial Controls
The Accounting department relies on a number of procedural safeguards. Whenever
possible, the various accounting functions should be handled by different staff members.

one individual.



deposit.

ons handled by

different employees.


helps keep employees from misappropriating cash and charging sums to false accounts.

be located away from the public and

guest areas of the hotel and if possible, in close proximity to the front office cash

handling area.


1" deadbolt lock and a CCTV camera.
Inventory Control
Inventory control should be handled by the accounting department. Although some
departments perform inventories for their own benefit, major inventories should not be
conducted by department heads or supervisors for their own departments. Better control is
obtained when the inventory staff comes from outside the department.
Master Payroll
Master payroll files should be routinely matched with master personnel files to ensure that
everyone on the payroll is currently employed by the hotel. Payrolls may also be padded
when employees claim to have worked more hours than they actually did. An effective
timekeeping system should be employed and supervised by the department heads.
Forms
All order forms, blank checks, invoices, F & B checks, and other forms required for a
specific function should be numbered sequentially. Every number should be accounted for,
including voids and the reason for the void. Two signatures are required on all checks.
Asset Protection
IV-5
Cash Handling Procedures
Bank Contracts
To prevent fraud and embezzlement, hotels should utilize an effective bank contract
which outlines the employees standard of conduct and responsibilities. A sample
contract is located in the appendix. Use of this contract may prove effective in verifying
unaccountable monies from employees.
Banks
Cash banks can present many unique challenges. Employees should never share a bank.
In general, there are 2 types of cash banks: individual and shift. Banks should be limited
in size to the amount necessary for conducting business. This amount will vary based on
type and location of hotels, seasonal conditions, and by position.
Associates should have a secure, traffic free area for preparing deposit drops and
counting their cash drawers. Areas used for the storage of funds should be available only
to those employees who are depositing drops or collecting the deposit drops. All other
employees should keep clear of this area while money is being counted. Access to cash
handling areas should be restricted to employees handling funds.
To help prevent theft, the locks on the cash drawers at the front desk should be equipped
with uniquely keyed and secure locks. Guest Service Representatives should use these
locks in replacement of or in addition to the locks on their cash boxes.
Guest Service Representatives should be trained to conduct partial deposit drops during
their shift. Partial deposit drops should be made anytime their cash drawer balance is
double their authorized bank. Authorized banks should be limited to the amount
necessary to conduct business.
Individual Banks
When utilizing individual banks, the bank is assigned to a single individual who
maintains care, custody and control of that bank at all times. The bank should be secured
in a safe deposit box in which the employee controls the only access key. At the
beginning of every shift, the employee removes his/her bank and transports it to the cash
drawer they will be using for their shift. Keys for the cash drawer should be obtained
from the prior shift or Manager on Duty. During shift operations, the cash drawer door
should remain locked and should only be opened when conducting a transaction. At the
end of every shift, the employee should remove their bank and proceed to the cash
counting area or counting room. There, the employee should count out the drawer, and
return the drawer to its designated balance minus any due-backs. Excess funds should be
prepared and placed in a drop envelope. The envelope should then be sealed and the
employee should sign their name across the seal. The sealed envelope should be dropped
in the assigned drop safe. This procedure should be witnessed and documented on the
drop log form. A sample deposit log is included in the appendix.
Asset Protection
IV-6
Shift Banks
Shift banks may be assigned to the front desk or to individual shifts. Banks should be
funded only for the amount necessary to conduct business. At the end of each shift, the
outgoing associate should count out his/her bank and prepare the drop in the presence of
the incoming associate or other witness. Then, the bank is either secured in the safe
deposit box for the next shift or turned over to the incoming associate who in turn counts
the bank in the presence of the outgoing associate or other witness.
Bank Audits
Banks should be audited randomly on a monthly basis. When a bank is to be audited, the
general cashier should either contact the employee at the beginning of his/her shift
indicating that their bank is to be audited, or, if possible, lock out the employees bank
requiring the employee to visit the general cashier prior to beginning their shift. Banks
should only be opened by the employee who has signed for the bank and should be
counted in the presence of the employee or a witness.
Key Points

loyees should be prohibited from cashing personal checks or taking loans from

their bank.



ssigned cashier should be allowed to use funds contained in

the cash drawer.
Drop Safes
The drop safe should be a single purpose safe whose sole use is for the temporary storage
of cash drops. The drop safe should be of sufficient design as to prevent money from
being removed from the drop, or the safe being forced open. Roll-top safes are preferred.
The safe should be securely fastened to the floor or wall to prevent unauthorized removal.
The safe should be designed to require 2 keys or a key and a combination to be opened.
To maintain the integrity of drops, no one employee should have the ability to open the
safe. Rather, one key or combination should be provided to the general cashier or
equivalent and the other provided to another manager.
When deposit envelopes are removed from the "drop safe," the general cashier should have
a witness to count the number of envelopes removed and ensure the "drop safe" is empty.
The employee and the witness should then sign the deposit log and post the number of
envelopes removed. For added protection, a CCTV camera should be installed to monitor
the drop safe.
Asset Protection
IV-7
Cash Purchasing
At times, it may be necessary to make purchases with cash. Certain procedures should be
established, however, to protect the assets of the hotel.




was purchased.
If a local ordinance requires that liquor be purchased with cash, detailed records
should be kept of the purchases.
Credit Cards
When a credit card is used in the hotel the following procedures are to be followed:

-in.

e card has a valid name and expiration date.



If the P.O.S. Terminal is down, ensure that the card number does not appear on a

cancellation bulletin published by the respective credit card agency.


authorizing charges. Cards should be imprinted and charges authorized by phone at

check-in. When check-ins are heavy, the hotel may choose to register the guest and

verify authorization at a later time.
To help prevent fraud, guest credit card information should be tightly controlled. Credit
card numbers should only be produced on reports when it is a business necessity. Credit
card numbers should not appear on express checkout folios, registration cards, or hotel
bills, when possible. Access to audit packs and other guest records should be limited to
authorized staff who have a business need.
Allegations of credit card fraud are a serious matter and should be fully investigated. If
additional assistance is needed, the hotel should contact the Loss Prevention Department.
Guest Credit
Cash Paying Customers
To help limit losses, strict controls over cash paying customers should be maintained.
Cash paying guests should pay up front for the entire length of their anticipated stay.
Room keys should be encoded to automatically expire at the checkout time on their
departure date. A deposit should be required for incidentals. When a deposit is made, the
folio should be checked daily to ensure usage does not exceed the deposit. Restaurant,
room service and bar charges should be restricted or closely monitored.
Asset Protection
IV-8
Credit Card Pre-authorizations
When reservations are made by a third party for an arriving guest and charges are to be
billed to the third party’s credit card, strict procedures are to be followed to prevent fraud.
The third party should be required to fax authorization to the hotel prior to the guest’s
arrival. Authorization should include faxed copies of the credit card (front and back), the
driver’s license or photo bearing ID of the third party, the name and address of the third
party and the name and address of the arriving guest. Standard credit card procedures
should be followed to ensure availability of funds.
]
Direct Billed Customers
Caution should be taken when extending credit to a guest, company, or group. When a
meeting planner or a guest requests credit for a function, a credit application should be
completed a minimum of 48 hours prior to the function. The credit manager or their
designee should contact the hotel’s bank or credit agency to obtain credit approval.
Bank Deposit
The best method of depositing money in a bank is to have an armored car service pick up
the money at the hotel. This reduces the possibility of robbery and possible injury to an
employee while enroute to the bank.
When an armored car service is used, the hotel should maintain a current signature list of
authorized armored car personnel. Before giving the hotel’s deposits to the transporting
guard, a comparison should be made between the guard's receipt and the hotel's list. If
positive identification is in doubt, the deposit should be retained and the armored car
service notified. Deposits awaiting armored car pickup should remain secure in the safe.
When an armored car service is not available but the hotel has a contract or in-house
security force, a member of management and a member of the security force should jointly
make the deposit. In the event that neither an armored car service or guard service company
is available, a member of the hotel's management should make the deposit. It is
recommended that another hotel employee accompany this manager.
If management makes the deposit, the following steps should be taken to safeguard the
deposit:



to take the deposit to the bank. Similarly, the employee who delivers the deposit should

not wear a uniform that is recognizable or attracts attention.




Asset Protection
IV-9


bank, criminal elements in the area surrounding the bank, and the area between the

hotel and the bank.
Purchase Orders
Purchase orders should be prepared for all purchases made by the hotel. These orders
should be signed by the department head requesting the purchase and by the General
Manager.
Information on the purchase order should be clear and concise to remove any doubt as to
the item(s) desired. Also, the quantity and the price agreed upon per item should be on the
form.
After the paperwork has been processed, a copy of the purchase order should be given to
the person who will receive the merchandise.
At the time the merchandise is delivered to the hotel, the original purchase order document
should be compared with the merchandise received.
A copy of the approved purchase order should be submitted along with the invoices to
accounts payable for payment.
Accounts Receivable
Employees who work with accounts receivable should be separated from the cash
handling function. There should be frequent reviews of the city ledger by the General
Manager or their designee to ensure consistent and accurate billing of accounts. All
incoming checks should be audited to verify that they are credited, in full value, to the
appropriate account.
General Cashier
The hotel/general cashier funds should be stored in a tamper and theft resistant safe.
Access to the safe should be limited to a single individual. The door to the general cashier's
office should be of solid core construction and equipped with a uniquely keyed 1" deadbolt
or electronic lock. A CCTV camera should be installed to monitor the safe.
Hotel funds should never be stored in a cabinet or other unsecured area.


lock combination should be a random set of numbers. Birthdays, addresses, telephone

numbers, or other personal information should not be used.

ral cashier resigns, is terminated, transferred, or for some other reason no

longer requires access to the safe, the combination should be changed.
Asset Protection
IV-10

t of

the combination should be provided to the general manager in a sealed envelope and

the other part provided to another hotel manager in a sealed envelope. When access is

required, each manager should retrieve their portion of the combination and enter it into

the safe. Care should be taken not to reveal the combination or any part there-of.


presence of a witness. A temporary cashier should be selected and provided with the

combination from the sealed envelopes. The lock to the general cashier's office should

be re-keyed. Upon the return of the general cashier, the safe should be counted in the

presence of the temporary and general cashiers. The combination to the safe should be

changed.

re they

cannot see the combination.


leaving the safe area, always close the door and "spin" the dial to ensure it is locked.

Instruct all cashiers and desk clerks to maintain a minimum of cash in their registers and

to make mid-shift deposit drops as necessary. During their shift, cashiers should keep

their register cash drawer key on their person. The cash drawer should be closed and

locked after each transaction.
Bad Debts
Bad debts are bottom line losses and should not be written off until every means has been
taken to settle the debt. If collection attempts are unsuccessful, the bad debt should be
turned over to a third party collection agency.
Payroll
There should be a separation of responsibilities for the employees who prepare the hotel
payroll. For example, the person who prepares and submits the payroll should not be the
person who receives and distributes the paychecks. The General Manager should maintain
total control over both the payroll and paychecks to ensure that there are no "ghosts" on the
payroll.
The payroll roster should be purged frequently to take all people who are no longer
employed by the hotel off the roster. Each department head at the hotel should be
responsible for determining the current status of their employees and that the payroll roster
reflects only those employees currently on the payroll.
If the paychecks are distributed to department heads who in turn distribute the individual
paychecks to the employees, then the department head should sign the payroll roster to
certify to the General Manager or their designee that all checks received are for active
employees.
Asset Protection
IV-11
The General Manager or their designee should ensure that periodic "payoffs" are
conducted by members of hotel management. As employees personally receive their
paychecks, they should be required to show positive identification.
Checks
To help reduce fraud and loss due to insufficient funds, proper check procedures should be
implemented. Personal checks should only be accepted when the information on the check
matches that on a valid photo ID. Checks should only be accepted from registered guests.
Check cashing privileges should only be granted to guests who have checked into the hotel.
Counter checks, third party checks, and checks which appear to have been altered should
not be accepted.
All checks should be authorized through a third party verification service. The approval
code should be recorded on the back of the check and on the hotel's copy of the bill. If the
legitimacy of a check drawn on a business account is in question, the company should be
contacted.
To prevent a future claim of payment when the check was exchanged for cash, stamps
reading "Received for Cash" and "Received as Payment" should be obtained. All incoming
checks should be stamped appropriately. The clerk should also initial the check to indicate
who received it.
Check Register
All checks received in the mail should be stamped for deposit, initialed, and entered in
the check register by the person opening the mail. The person posting the checks in the
front office should record the folio number in the check register. The General Manager or
their designee should verify each check to determine that it was posted properly by
tracing the payment to the applicable folio. The General Manager or their designee
should also verify that all incoming checks have been applied in full to the proper
account.
Problems can occur because checks received through the mail are substituted for cash
from the register. To prevent this, it should become a daily practice to audit the check
processing system to ensure that each check is being handled properly. After the deposit
is prepared, the checks should be compared to the check register to insure that all checks
received that day are included in the deposit.
City ledger items sometimes have a way of "growing old". The General Manager or Front
Office Manager should schedule a time each week to review the city ledger. No cashhandling
employee should be allowed to keep the city ledger.
Asset Protection
IV-12
Traveler's Checks
Traveler's checks are an increasing source of fraud. When accepting traveler's checks, care
should be taken to verify the type currency (ex. American Dollar, French Franc, Canadian
Dollar). Counter signatures should be made at the time of use. Checks which are not
signed in the presence of hotel staff should be verified against photo ID. Counter signature
and original signature should be compared for similarities. If the legitimacy of the check is
in question, the issuing bank should be contacted.
Vending Operations
Many hotels operate under a vending contract negotiated by their corporate office, but
others have local contracts or own or lease their own vending equipment. To limit problems
with the vending operations, the following suggestions should be considered:


acts should be kept for all vending equipment.


the front desk in order to reimburse the front desk for “paid outs”. An employee should

go with the vendor to witness the emptying of money from the vending machines.

If no vending contractor is used, a log should be maintained on all machines completely

controlled by the hotel. The log should contain the following information:


he date the machine is opened,



Vendor commissions should be “rung up” on a master folio for each vending company. If
there is an unexplained drop in revenue, an investigation should be conducted to determine
the reason for the decrease. Vending machines should be located in a well-lighted, highly
visible areas.
To ensure safe operation of the vending equipment and to prevent employee or guest
injury, the hotel should ensure that the cord is properly maintained and the plug is
grounded. In vending areas which are exposed to water, ice machines, or other potentially
damp environments, the outlets should be protected with ground fault circuit interrupters
(GFI’s).
Vending machines which can be easily moved or are unstable should be secured to the wall
or floor.
Asset Protection
IV-13
Asset Marking
All hotel property should be identified by the hotel name and or a number. A thief will
often hesitate to steal something that can be easily identified. The identification makes it
possible for a police agency to locate the owner in the event that stolen property is
recovered. In addition, the marking allows the property to be positively identified in a court
of law. Serial numbers of assets should be recorded and maintained on file.
Alarms
Alarms may be useful for expanding coverage and detecting breaches in security. There are
several types that can be put to use throughout the hotel.
Egress panic hardware equipped with an alarm can be used on doors that should be
available for emergency use only. Some devices may also be used to delay egress through
the door for up to 15 seconds. The main purpose for these devices is to deter unauthorized
access by drawing attention with an audible alarm. These alarms can annunciate both
locally and at a centralized location.
Burglar alarms can be used to control access to certain areas of the building after normal
working hours. These alarms can be made up of door and window contacts, motion
sensors, glass break sensors, pressure pads, and beam detectors. They are often used
where valuable hotel assets are stored, including liquor storage and the general cashier's
office.
Audio/Visual Equipment
Due to its high cost and ease of resale, audio visual equipment is often a target for theft. All
AV equipment should be marked with a permanent label identifying the equipment as
property of the hotel. The serial numbers of the equipment should be recorded and
maintained on file.
When equipment is to be used, it should be secured to a cart, bench or table with security
cables or similar devices to prevent its unauthorized removal.
AV equipment should be stored in a secure limited access storeroom. The door to the
storerooms should be equipped with a uniquely keyed one-inch deadbolt or electronic lock.
When large quantities of equipment are present, a CCTV camera may be used to document
access to and removal of AV equipment. AV equipment should be inventoried on a regular
basis.
Asset Protection
IV-14
Computer Security
Illegal entry into the hotel's computer could greatly damage the hotel's financial stability.
Hotel management should prepare for and take action to prevent potential computer
problems. Hotel management should consider:


storage. Access should be limited to authorized employees.

lines should prevent access from

unauthorized persons outside the hotel.


their own unique password, which should be a minimum of 4 characters in length.

Passwords should never be written down. If an employee leaves the hotel, is

terminated, or their job function changes, then their password should be removed.

Access to master lists of passwords should be restricted to the system administrator.

should not be allowed to enter the computer room

unless accompanied by security personnel.


keyed 1" deadbolt or electronic lock.

cted from hazards. The

computer room should be constructed of fireproof or fire resistant materials

(minimum of two hour fire rating). When appropriate, the room should be equipped

with a "clean agent" fire suppression system.

an should be prepared and posted in the computer room.

The plan should assign specific responsibilities for computer personnel.


connected to an emergency generator to provide an uninterrupted power supply. In

addition, electric surge suppression should also be provided.


software from being introduced to hotel and guest amenity computers, a list of

authorized applications should be maintained. License agreements for these

applications should be kept on file. Any unauthorized or unlicensed applications

should be removed. Additionally, the hotel may consider removing or locking out

computer floppy and CD-ROM drives. This will prevent the introduction of

unauthorized, unlicensed programs and viruses.

-user terminals

should be locked out or removed when it is not required for their job function.
Protection of Computer Records
All vital records should be protected and backed up. Records should be stored in an off-site
facility designed for the storage of computer records, or in an appropriate fire-rated safe.
Records stored in the computer room should be kept to the absolute minimum required for
efficient operation.
Asset Protection
IV-15
Hundreds of computer viruses are created each month. To help protect computer
equipment from damage, computers should be equipped with a commercially available
anti-virus program. The software should be programmed to scan the computer on a regular
basis and monitor all incoming e-mail. The virus definition files should be updated at least
quarterly.
Computer’s for Guest Use
Computers which are provided as an amenity for guests should be protected with the
current version of an anti-virus software. Internet connections should be configured so as
to restrict access to pornographic material. On a regular basis, the hard drive should be
inspected and purged of documents which may have been left by guests. This hardware is
often subject to vandalism or theft and should be secured with a security cable and
inspected on a regular basis.
V. Guest Security
Written Security Policy.....................................................................................................2
Guest Information & Privacy...........................................................................................2
Visual Access......................................................................................................................3
Phone Procedures ..............................................................................................................3
Key Control & Procedures ...............................................................................................4
Safe Deposit Boxes & Keys ...............................................................................................9
In-Room Safes..................................................................................................................10
Lost & Found ...................................................................................................................11
Conventions, Meetings, Exhibits & Shows....................................................................13
Baggage & Bell Staff .......................................................................................................15
Cleaning of Guest Rooms................................................................................................17
Guest Room Security.......................................................................................................20
Automobiles & Contents.................................................................................................22
VIP Security.....................................................................................................................23
Guest Security
V-2
Written Security Policy
Security and safety in the hospitality industry cannot be standardized because the
elements that define reasonable care are site and time specific. Each hotel should
develop its own property specific set of security guidelines and policies. These written
policies should identify and address the hotel’s efforts in training its staff, educating its
guests and documenting the efforts and level of care taken by the hotel to help meet its
duty of care.
There is no universal “off-the-shelf” set of written security policies and procedures that
would appropriately address the unique security needs of each property. Rather this
document is offered as a guide to assist hotels in developing their own unique plan. The
adoption of a written security plan will help quantify the hotel's efforts in providing
reasonable care and provide a road map for the hotel’s security program.
Guest Information & Privacy
Audit Packs
Guest information such as guest name, address and credit card numbers can often be
found in audit packs. To help prevent an employee or third party from using this
information, audit packs should be stored in secure areas. Access should be limited to
accounting staff.
Express Checkout Folios
To protect the identity of guests and to ensure their privacy, express checkout folios
should be slid completely under the door so that they cannot be retrieved from the hall.
Guest address and credit card information should not be printed on the folio.
Advance Room Assignments and Priority Club Check-In
Advanced room assignment and Priority Club check-in folders which contain room keys
and guest information should be positioned so they cannot be retrieved or have their
contents viewed from the lobby side of the front desk.
Breakfast Menus
Breakfast menus which are hung on guestroom doors should not contain the guest's
name.
Room Assignment Sheets
Room assignment sheets should not contain the guest's name or payment information. In
the rare occasion that guest name information is required for customer service purposes,
room assignment sheets should remain in the possession of the housekeeper at all times.
Registration Information
Registration information should not be released to any unauthorized individuals,
including friends and family members. Employees should be required to forward all
inquiries for guest records to the General Manager or their designee.
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V-3
Individuals requesting to make changes to their registration information, including
registering additional parties or changing payment method, should be required to provide
positive identification in the form of photo ID or verification of registration information,
including signature.
When dealing with law enforcement officials, the hotel should ensure that proper
procedures are followed when releasing guest information. The hotel may verify if a
guest is currently registered at the hotel, but should not provide any additional
information without a court-approved, signed subpoena.
Visual Access
Each hotel should be inspected to ensure there is no unauthorized visual access into any
guestroom, public restroom, or any other area where an individual would expect privacy.
Any area found to have unauthorized visual access should be immediately placed out of
order until repairs can be made.
If the hotel has chase-ways or service areas behind the guestrooms, a uniquely keyed
dead bolt lock should be installed on the door to the chase-way. The keys should be kept
in a lock box and the key to the lock box should be placed on the MOD key ring and
signed out when necessary. Any claims of unauthorized visual access should be taken
seriously and investigated.
Phone Procedures
Proper telephone procedures are necessary to ensure guest privacy. To ensure the
legitimacy of a call, calls ringing to a guestroom from an outside line or house telephone
should first ring to the hotel operator. To help ensure this, all house telephones should be
programmed to ring directly to the hotel operator.
When a caller asks to be connected to a room, the operator should ask the caller for the
name of the guest they are calling. The name should be verified against the guest’s
registration information. If the caller cannot provide this information, the call should not
be forwarded. Room numbers or names of guests should not be released over the phone.
Guest Security
V-4
Key Control & Procedures
It is essential for each hotel to establish sound key control procedures. These procedures
should include regular inventories, secure storage, and re-keying of locks.
Electronic Locks
Hotels utilize electronic locking systems for the hotel guestroom door locks. These locks
are distinguished from conventional key-accessed door locks by the presence of a credit
card-sized slot or an opening designed for a computer or isolinear chip. Keys for these
locks are reusable, reprogrammed at check-in and are used to gain access to guestrooms.
Major benefits of these systems include:

locks

-keying locks



When an appropriately programmed key is inserted into the lock, the interior mechanism
reads the computer code. When a valid key is removed, the lock is unlatched allowing the
lever to turn and the door to be opened.
As with hard key controls, electronic locking systems in hotels allow for many levels of
controlled entry. These include:

Guest - access to assigned guest room(s). The card code is changed for each

registering guest.

Suite - access to the main entrance door to the suite plus one of the sleeping areas; a

second key allows access to the main suite entrance door plus another sleeping area

of the suite.

Section/Floor Master - access to a predetermined number of guestrooms in a section

or floor.

Supervisor - access to several designated sections or floors.

Grand Master - access to all doors in the hotel.

Emergency ("E" key) – Grand Master which overrides the deadbolt of a guest room

lock.

In addition to these controls, electronic locking systems offer additional features as follows:

Blocking - prevents access to the guestroom by the last issued guest card. It is

cleared by the next guest level key card issued for that room.

One-Time - opens a specific lock only one time and then is cancelled.

Display - allows a member of hotel management to lock a door to a specific room

preventing entry to that room by use of any hotel key except the current guest key

and the "E" key. Reuse of the display key will clear this lock back into the system

(can be used for vendors with wares displayed in their room).
Guest Security
V-5

Back Up - prepared guest key cards for issuance when there is a power failure

and the computer cannot function. Allows access to designated guestrooms that

have a battery powered electronic door lock.

Programmer - programs locks, sets date and time.

Inter rogator - a piece of equipment which downloads the details of recent lock

openings. In some systems, a single piece of equipment functions as both the

programmer and the interrogator.
Key Security
Duplicates of keys should not be made. If an additional key is required, uniquely coded
keys for that lock or section should be made. Lock interrogations will reveal the exact key
that was used. This will help ensure accountability.
To maintain accountability, each key should be uniquely coded and identified. Keys
should be secured in a locked cabinet, signed out and signed in on a daily basis. In
addition, keys may be programmed to work during designated shifts and will not work
during any other time. Keys should not be removed from the property. If an employee
takes a key home, they should be required to return the key to the property immediately.
Blank key cards for guestrooms are to be stored in a secure manner, in a locked cabinet
under the control of the Guest Service Manager with restricted access as designated by the
General Manager. Backup keys and blank key cards for all other levels should be stored in
the General Manager's safe. The issuance of each department level card and all error/voids
should be automatically recorded through the use of a printer. The record of levels and
number of keys made, and by whom, should be reviewed to ensure key controls are
maintained.
Security of the key cards is critical. If a master level key is lost, stolen or compromised,
immediate action should be taken. The security code for that level should be changed and
new keys for the affected sections should be made. The old keys will continue to function
in the affected locks until the new key is inserted.
Employees should be trained that their key is for their use only. They are not permitted
to admit other employees or guests to a guestroom. An employee who is authorized to be
in the guestroom should have their own key. Guests should be informed “To help ensure
guest safety, I am not authorized to open doors for guests” and referred to the front desk
to obtain access.
In addition to security of the keys, key security also encompasses the ability to make keys.
The electronic key system will allow anyone with knowledge of a password to make a key.
With the correct password, master level keys can also be made. Therefore, each hotel
should consider the following policies when allowing access to key making equipment.

Passwords – Each person who is authorized to make keys should have their own,

unique password consisting of at least 4 characters. When an electronic lock is

interrogated, it will tell what key opened the lock, when the lock was opened, and who
Guest Security
V-6
made the key that opened the lock. Therefore passwords should never be shared.

Timed Log Off – Some key making systems allow the automatic log off time to be

changed. Each hotel should ensure that the automatic log off time of their key system

is set for less than one minute. Therefore, one minute of inactivity will cause the

system to automatically log off and subsequently require the use of a password for

further keys to be made. This will help prevent someone from making a key and

walking away, allowing additional keys to be made without the employee’s knowledge.

Key Making Access – Each person who is authorized to make keys should be granted

an access level that is appropriate for their job description. Front desk employees

should only be granted guestroom key making ability. If the person whose job

description entails the making of master keys also checks in guests, then they should

have two separate access levels (one with and one without master level access) with

separate passwords. This will help prevent someone from making a guestroom key,

leaving and having another person come up and make a master key before the system

has logged off.
In addition to limiting the access to the key making equipment, the hotel should also keep
the local time current for all guestroom locks and the central key making computer. This
will help reconcile lock interrogations and give accurate reading of when keys were made
and when guests or employees entered a room. This should take a priority whenever a
time change occurs (such as the beginning or end of daylight savings time).
Also, each hotel should change the master codes for all of the master keys a minimum of
once a year. This helps ensure guest and employee safety by restricting the length of
time master key codes are active. This task may be accomplished at the same time as a
time change.
Guest Keys – If a guest requests a replacement room key, care must be taken to ensure
that the individual is registered to the room. The guest should be required to produce
positive identification in the form of photo ID or verification of registration information
and comparing signatures on the registration card. If the guest cannot produce positive
identification, additional keys should not be issued. Additionally, the hotel may choose
to escort the guest to the room and allow admittance only after photo identification has
been produced.
Victims of domestic abuse and other crimes often seek refuge in hotels. To help ensure
guest safety, guestroom keys can only be provided to registered guests. Unregistered
guests and family members should not be granted access to guestrooms. At check-in, if a
guest requests more than one room key, the guest should be asked if they would like any
additional parties registered to the room.
In the event that an unregistered guest requests access to a guestroom, they should be
directed to a house telephone to make contact with the guest. If the guest is not in their
room, the unregistered guest should be informed “To help ensure guest safety, we do not
provide keys or guest information to unregistered individuals.”
The hotel should offer to leave a message for the guest and may offer hotel amenities at
the hotel’s discretion.
The guest room number should not appear on the room key.
Emergency Keys - The emergency key, or "E" key, should be used for emergency
situations only, and should not be used in the normal course of business. The hotel should
maintain two “E” keys. Additional keys should be maintained where required by the local
governing authority. One “E” key should be placed in a sealed envelope with the
manager’s signature and date written across the seal. This envelope should be secured in
the General Manager’s safe or the MOD’s safety deposit box. A second "E" key should be
secured in a break-glass box convenient to the front desk for use in emergencies. The key
box should not be visible from the lobby side of the front desk. Usage of either key should
be recorded in an “E” key log.
Key Lanyards & Attachments – To help prevent the loss or theft of keys, they should be
attached to employees by a thin lanyard, wrist bracelet or similar means of attachment. A
small hole should be punched near the non-sensitive end of the key cards and a metal
grommet or ring inserted in the hole to prevent tearing.
Department Key Control (Metal)
Various departments maintain metal keys which access their individual back of the house
areas. To help protect hotel assets, key control procedures similar to electronic locks must
be implemented.
Each department will have keys specific to their area. These keys should be individual and
uniquely identifiable. To prevent potential removal of keys, tamper resistant rings should
be used. These keys should be inventoried on a regular basis. The key rings should be
signed in and signed out each day. While not in use, the key rings should be stored in a
locked key cabinet within a secured office. Two separate keys should be required to gain
access to the key cabinet.
Depending upon the size and complexity of the hotel, management may choose to have
keys controlled at a departmental level or on a hotel-wide level by security. Regardless of
which method is chosen, all keys must be accounted for daily.
Liquor Storage Keys – Due to the cost of inventory and the potential for misuse, access
to the liquor storage room should be tightly controlled. There should be a limit of two
keys, when possible. One key should be secured by the General Manager or their designee.
The second key should be controlled by the Food and Beverage Director. If an electronic
lock is used, keys may be programmed to work on the first and second shifts only.
Metal Key Audits - the Security Director or a member of hotel management should "spot
check" storage of department keys on a random basis to ensure all keys have been
returned and properly stored.
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V-8
Duplication of Metal Keys - Any request for the duplication of keys should be submitted
in writing to the General Manager who should thoroughly review the request before
granting approval. Approval should be in writing. If the key was broken, the broken parts
should be given to the General Manager for comparison with the master. If the key was
lost, the circumstances under which it was lost (how, where, and when) should be discussed
to determine the need for re-keying the locks. If there is any doubt as to whether the key
could be recovered or used to access the hotel, the affected locks should be re-keyed.
Guest Security
V-9
Safe Deposit Boxes & Keys
Most jurisdictions have enacted laws known as “Innkeeper's Liability” laws which limit a
hotel’s responsibility for lost or stolen property. Jurisdictions may have statutory
requirements covering the availability of safe deposit boxes. A notice should be posted
regarding their availability. The notice should be posted in the guestroom, the front desk
and in other locations in accordance with state law. The liability of the hotel may be limited
through compliance with these laws.
Safe deposit boxes should be available at no extra charge to registered guests, and their use
should be encouraged. The hotel should have boxes of varying sizes in order to store
valuables that are slightly oversized. Boxes reserved for guest use and for storage of inhouse
banks should have two locks that can be opened only by using an office control key
and an access key simultaneously. All safe deposit box keys should be inventoried at least
quarterly. There should be only one access key for each of the safe deposit boxes
designated for guest use. Duplicate guest use keys can create added liability for the hotel.
All duplicate keys for the safe deposit boxes should be destroyed in the presence of a
witness. The key bows should be retained as evidence of their destruction.
A safe deposit record and agreement form, which complies with your jurisdiction, should
be available. This form normally contains a paragraph outlining the law and limits of
liability. The form should also contain a notice specifying that there is only one guest key
and the amount they will be charged in the event the key is lost. The guest should be
required to complete the form with their name, permanent address and signature in the
presence of a hotel employee. An employee should also sign and date the form. The form is
not to leave the custody of the hotel and should not be taken from the desk by the guest. A
separate receipt should be given to the guest for the items stored when the jurisdiction
requires this practice. A sample safe deposit record is provided in the appendix.
In the event a guest key is lost, they should be reminded of the fee associated with opening
the safe deposit box. A locksmith should be contacted and a time scheduled for opening
the box. The forced opening of any safe deposit box should only be conducted with the
approval of and in the presence of the guest and the general manager or their designee.
Beginning with the first deposit, a record should be kept each time the guest accesses the
safe deposit box, listing the time of entry and the signatures of both the guest and the
witnessing employee. The employee should check to ensure the guest signature matches
the authorizing guest signature. Any doubt concerning the similarity of the signature to
previous signatures should be resolved by valid identification or by the manager on duty.
Only the guest named on the record should have access to the safe deposit box.
When a hotel guest requests a safe deposit box, an employee should select a vacant safe
deposit box and record the key number on the deposit form. The guest should deposit their
items in the safe deposit box in a private area. The employee should secure the safe deposit
in the guest's presence. Hotel employees should never handle an unlocked box outside of
the guest's view. The guest should retain their key. The employee should return the hotel
control key to its proper place.
Guest Security
V-10
The assignment of a safe deposit box should be noted either on the guest's folio or by
placing the safe deposit record with the folio. A guest who no longer needs the safe deposit
box should complete and sign the surrender declaration on the card. This indicates that the
guest has removed all articles from the box. The employee then signs the card as a witness
and the guest surrenders the safe deposit key. The box should be surrendered before the
guest checks out. Normally, the safe deposit record should be filed and retained for a
minimum of two years. However, the safe deposit record of a guest who has filed a security
complaint should be retained for the period of time specified by the jurisdiction's statute of
limitations required for civil suits.
The safe deposit boxes should be located where a front office employee can monitor
access. When not in use, the safe deposit control key should be kept locked and not left in a
key slot. The guest service shift leader should be responsible for seeing that the key is kept
secure at all times.
If a guest requests the use of a safe deposit box and all boxes are in use, special
arrangements should be made to have the guest's valuables stored in the General Manager's
safe. The same paperwork procedure applies with one additional requirement. The
valuables should be inventoried by the guest and a member of management, and both
parties should sign this inventory sheet. This will help prevent a claim for "lost"
merchandise that was not actually stored.
In-Room Safes
In-room safes are being introduced and used in certain properties for the protection of guest
valuables. However, in-room safes are not substitutes for safe deposit boxes or a hotel safe
under direct control of hotel management. In each guestroom, a “posting” should be made to
make it clear to the guest that safe deposit boxes or a safe is available in the offices for the
storage of valuables.
When selecting in-room safes, only those safes which offer an interrogation feature should
be installed.
Guest Security
V-11
Lost & Found
Every item found by an employee on the hotel's premises should be turned over for
safekeeping to a designated person, usually the executive housekeeper or security manager.
This individual should designate a lost and found storage area, typically a secure closet
within their office or a limited access storage room. Access to these areas should be
limited to this individual or their designee. Items should be logged and secured in the lost
and found storage area by the end of each business day. Each item should be recorded in
the lost and found log as follows:


identifying characteristics. If the item is a container such as a pocketbook or suitcase

and is unlocked, the contents should also be inventoried.


the item was found outside the hotel, give the approximate distance and direction

from a specific facility landmark.





The lost and found log should be kept in the housekeeping department and all calls about

lost items should be referred to the executive housekeeper or their designee. Some hotels

may choose to have the lost and found items collected and controlled by the security

department. A sample lost & found log is included in the appendix.
All items found should be sealed in bags to prevent damage. The bags should be labeled so
they can be found easily in the storage area. A two digit month and three digit item
identifier code may be used to identify items.
To ensure guest privacy, the hotel should not attempt to contact guests or return lost items.
Rather, hotels should only respond to inquiries about lost items. When inquiries are
received about an item, the person should be asked for their room number, date of stay and
a specific description of the item. Details from the log should not be provided to the caller.
The caller should not be informed that the hotel has the item until it has been retrieved from
the lost and found storage area and verified. Items should not be left unsecured.
If the owner has arranged to pick up an item, the individual should sign the logbook to
acknowledge that the item has been returned. Items should be mailed only when the owner
requests it and should be sent to the address given by the owner. All mailed items should be
returned at the guest’s expense. The name and address of the person to whom the item was
mailed should be recorded in the log.
Guest Security
V-12
Any valuable item, such as a credit card or jewelry, should be turned over to the General
Manager or their designee who records their acceptance of the item on the lost and found
log. After packaging and identifying the item, it should be secured in the safe or other
equally secure location.
Items should be held for a period of at least 90 days. Valuable items may be held up to 180
days at the hotel’s discretion. If no inquiry is received within this time, the property should
be returned to the employee who discovered it. To ensure the effectiveness of the lost and
found program, it is important that the employees know that valuable items will be returned
to them if not retrieved by guests.
Guests often leave various items as a tip. This may include food items, alcohol, or money.
If there is any doubt as to whether an item is meant as a tip or was forgotten by the guest,
the employee should be instructed to contact their supervisor.
Food Items
Nonperishable food items and food within its original, sealed containers may be returned to
the employee who discovered them at the end of the following business day. Perishables
and food or drinks in open containers should be disposed of immediately. Employees
should be educated as to the hazards inherent with open containers and potential tampering.
Alcohol
Alcoholic beverages sealed in their original container should be secured for a period of
seven days. At which time the item may be destroyed in the presence of a witness.
Alcohol should not be introduced into the hotel’s liquor inventory. In the event that a hotel
decides to return alcoholic beverages to the employee who discovered it, the hotel should
ensure that the employee is of legal drinking age. A package removal pass should be
issued and the alcohol returned to the employee at the end of their shift. The alcohol
should not be permitted to be consumed during working hours or on hotel property.
Contraband
In the event that drugs or other contraband are discovered, the room should be sealed and
the local authorities contacted. Employees should take special care not to touch or
otherwise handle the substance.
Handgun
In the event that a handgun is discovered by an employee, the room should be sealed and
the local authorities contacted. The handgun should be submitted to the local authorities as
a lost and found item. A copy of the receipt should be maintained on file with the lost and
found log. If a guest inquires about the item, they should be referred to the local authorities
and provided with a copy of the receipt. At no time should the hotel return a weapon to the
employee who discovered it.
Guest Security
V-13
Conventions, Meetings, Exhibits & Shows
Conventions, meetings, exhibits, and shows are desirable types of business. However,
their presence can increase the potential for security incidents. The presence of these
gatherings can increase the potential for theft. Certain groups have valuable equipment
and merchandise, and may carry excessive amounts of cash. Additionally, the potential
for vandalism increases. Controversial organizations may increase the potential for
protest meetings, demonstrations and the presence of undesirable media. The hotel should
consider notifying local law enforcement when major events or controversial groups
schedule activities.
The security department, in conjunction with the sales and the food and beverage
departments, should develop a policy for events that may require special security
considerations. Security should be able to participate in meetings between the hotel
representatives and the convention manager in order to plan intelligently for the proposed
event. The security department should be notified by the sales department prior to signing
any contract for these types of events. Law enforcement officials may also have some
recent intelligence information that can help hotel security evaluate the precautions and
programs needed to handle the visit of controversial organizations or persons. If the hotel
determines that additional security is necessary, this should be written into the contract at
the group’s expense.
When negotiating with meeting planners, the hotel representative should state clearly that
the hotel can assume no responsibility or liability for the loss of the exhibitor's
merchandise. The hotel should only use a contract which has been reviewed and approved
by the hotel’s legal representatives. Hotel representatives should not sign any contracts
presented to them by meeting planners unless prior approval has been obtained. If the
group desires additional security beyond that which the hotel can provide, consideration
should be given to utilizing a local contract security force at the group’s expense. In the
event that a group provides its own security, the group security manager should meet with
the security director or the general manager prior to the scheduled event to outline policies
and procedures.
Groups frequently have expensive items on display. The meeting planner and the hotel
management should agree that all items of value are to be the responsibility of the group.
The meeting planner should be informed that the hotel is a public place, that they are
responsible for securing the meeting space during breaks, and that the hotel is not
responsible for loss due to theft or vandalism. If possible, the hotel should equip their
meeting and banquet space with electronic locks. If electronic locks are not provided, the
hotel should re-key the mechanical lock for each group, at the group’s expense. A
minimum of two keys for the lock should be produced. One key should be sealed in an
envelope with the date and signatures of two managers written across the seal. This should
be placed in a safety deposit box for emergency access. The remaining key(s) should be
given to the group. Any use of the hotel’s key should be documented in the MOD and/or
security log.
Guest Security
V-14
Often, a hotel is restricted in the amount of storage it can offer. Taking this into account,
the meeting planner should be informed that the hotel is limited in the amount of materials
that can be stored long term. In the agreement, the hotel should establish a beginning
arrival date for the group’s packages. These materials should be logged as they are
received and secured in a limited access area. Special arrangements should be made for
high value items.
At times, a meeting may be of a restricted nature and may require an invitation or special
identification for admission. Consideration should be given to ensure that these materials
are not easily reproducible. If the hotel is providing the invitations or identifications,
these should be tightly controlled.
Guest Security
V-15
Baggage & Bell Staff
Whenever the hotel takes temporary custody of luggage for a guest, care should be taken
to ensure that it is returned in the same condition as it is received. The hotel should
maintain a supply of approved, two-piece baggage claim slips complete with waiver and
limit of liability statement. The slips should not include the name or brand of the hotel.
To help prevent fraud, the tags should be stored in a locked cabinet or storage room.
The hotel should take care in selecting the appropriate location for the bell stand and closet.
Preferably, the closet should be visible from the front desk. The bell closet should be a
single purpose storage area designated for the storage of guest luggage. Access should be
restricted to a single entrance if possible, and the doors should be equipped with selfclosing,
self-latching hardware. If possible, an electronic lock should be installed on the
door. For added protection, the hotel should consider installing a CCTV camera in the bell
closet. A high security cage or cabinet should be installed in the bell closet for storage of
high value items, such as briefcases, laptops, and other valuable items. This cage should
remain locked at all times.
When checking guest baggage, the attendant should inquire of the guest how many bags
they wish to check. The appropriate number of luggage claim checks should be retrieved
from their secure location. Tags should not be left unattended or in an unsecured location.
The guest should be asked to sign the top half of each tag. The claim checks should be
removed and given to the guest. The tags should be attached to the bags in the presence of
the guest and the bags should be immediately placed in the bell stand closet.
When the guest returns, the attendant should request their claim check and retrieve the
baggage from the bell closet. At no time should guests or any other unauthorized personnel
be permitted to enter the checkroom. The attendant should retain and destroy all claim
checks. This eliminates the possibility of someone acquiring it in an attempt to defraud the
hotel.
In the event that a guest has lost their claim check, positive identification must be made
prior to the guest being given their baggage. The hotel should maintain a log for lost
baggage claim checks. The attendant should ask the guest to describe the baggage in detail
and inquire about any luggage tags or other unique identifiers on the baggage. An entry
should be made on the log, including the number and description of bags being stored. The
guest should be asked to sign the log, and this signature should be compared to the
signature on the baggage tag. If the signature doesn’t match, the guest should be asked to
present photo ID. If it is an additional member of the party retrieving the bag, the guest’s
name should be compared with the registration file. If the person is not registered to the
guest’s room, the guest should be informed for security reasons that the bag cannot be
returned and that the person who checked the bag must return to retrieve it.
If unused luggage tags are lost or misplaced, the numbers of those tags should be entered
into the log to prevent a third party from attempting to defraud the hotel.
Guest Security
V-16
At times, a bag may remain in storage for a long period of time. The hotel should
investigate to see if the guest is still registered. If the guest has checked out and has not left
instructions for long term storage, then the bag should be moved to lost and found. Guests
wishing to store their bags for a long period of time should be provided with a written copy
of the hotel’s policy for long term storage. A pick-up date for the baggage should be
established. In the event that the bag is not claimed by that date and additional provisions
have not been made, the bag should be placed in the hotel’s lost and found and disposed of
in accordance with that policy.
If the hotel loses a guest bag, a loss and incident report should be completed. A report
should be filed with the hotel’s insurance carrier, and the guest should be provided with
their name and contact number.
In the event that a hotel chooses to store large items or packages for a guest, care should be
taken to ensure that they are secured and handled in a fashion similar to normal baggage.
Large Groups
It is not unusual for hotels to be required to store large quantities of baggage for groups
pending their check-in or departure. When this occurs, care should be taken to ensure the
security of the baggage. Procedures similar to the normal baggage claim policy should
be followed. If possible, the hotel should arrange for a vacant meeting or guestroom to
be used as a temporary bell closet. A hotel may also choose to use restaurant or lounge
areas if they are closed during these hours. The baggage should be placed in this area and
secured in a manner similar to a bell closet. In the event a secure room is not available,
the hotel should select a single area for the bags to be stored. This area should be
cordoned off to create a designated perimeter. A member of the hotel security or bell
staff should be assigned to continuously monitor the baggage until it is either picked up
by or delivered to the guests.
Guest Security
V-17
Cleaning of Guest Rooms
To help ensure the safety of employees and guest property, room attendants and
engineers should work in rooms with the doors closed unless the guest is present. A sign
indicating “Guestroom being serviced” should be posted on the door. If the guest returns
when the employee is in the room, the employee should ask the guest for their key and
dip it in the lock. If the key works in the lock, the employee should allow access and
offer to return later. If the guest does not have a key or the key does not work, the guest
should be referred to the front desk. At no time should the employee be in the room with
the guest with the door closed.
When housekeeping is being performed, the cart should be placed so it blocks the doorway.
Guestrooms should never be left unsecured. The practice of opening multiple guestrooms
simultaneously for cleaning should be avoided. Employees should be instructed not to
smoke, make phone calls, utilize the bathroom facilities, or watch TV while in a
guestroom.
In performing their assigned duties, the employees should note whether or not any hotel
property has been removed or damaged. This applies whether the room is occupied or
vacant. If property has been removed or damaged, the employee should call their
supervisor or security immediately. A lock interrogation should be preformed and the guest
should be billed for any missing or damaged property. If desired, hotel management may
choose to block the room.
Guest Keys
If an employee discovers a key in a guestroom door, they should make contact with the
guest and return the key. If the guest is not present, the key should be returned to the front
desk.
Open Doors
If a guestroom door is found ajar, the employee should approach the room, announce their
presence and make contact with the guest. If the guest is present, they should inquire if
they can be of assistance. If the room is vacant, the door should be closed and the incident
reported to either security or the MOD.
Room Service Trays
If room service trays are present in the corridors, hotel employees should pick them up and
remove them to a service area or contact room service for pickup. Room service trays
should not be left in the hallway as this might provide indication that a guest is present in
the room or may create a trip hazard.
Security Check
Before leaving the guestroom, employees should check to see that all locks and/or security
devices on windows and connecting and sliding glass doors or windows are in the locked
position.
Guest Security
V-18
Do Not Disturb Signs
Each room should be serviced and inspected each day. A daily room-status report should
be implemented and completed by the housekeeping department after the normal, posted
guestroom checkout time. The report should indicate each guestroom, whether it is
occupied and whether it was serviced. After the posted checkout time, housekeeping
should review the report and the rooms that were not serviced should be called. If there is
no answer to the call, the room should be entered and serviced.
Taking into account long shifts, unusual working hours and airline crews, the question
often arises regarding what action should be taken when a guest asks not to be disturbed.
A guest may give notice at the front desk, via telephone or with a simple sign on the door.
No matter how the guest indicates their desire for privacy, to help ensure their safety and
to protect hotel property, several important procedures must be followed. Failure to
follow these procedures could have serious consequences, including delayed medical
treatment for a guest, discovery of a deceased guest and legal actions taken against the
hotel.
To ensure the safety of guests, rooms must either be checked once each day or contact
made with the guest. In the morning, rooms for which the guest has requested privacy
should be bypassed. If at the end of the shift, a privacy sign is still posted on the door,
contact must be made. The room attendant or the housekeeping supervisor should call
the room and ask if the guest requires anything. If the guest inquires about the call after
having asked for privacy they should be told: "To help ensure your safety, it is hotel
policy to make contact with our guests on a daily basis". If there is no answer, the
housekeeping supervisor should proceed to the room and again attempt contact. If there is
no answer at the door, it should be opened in the presence of a witness. Often this is the
result of a guest oversight or early checkout. If the door is deadbolted or the secondary
latch is engaged, attempts at contact should be made through the door. If there is no
response, the MOD, security, and the chief engineer should be contacted. The room
should be checked to determine if it has a connecting or exterior door which could have
been used to exit the room. If none exist, or they are locked, the emergency key should
be used to unlock the door. If necessary, the night chain or latch should be disabled or
cut. If the room is discovered vacant, a note should be made in departmental logs and the
MOD report.
If a non-responsive guest is discovered, attempts to awaken the guest should be made. If
there is no response, Emergency Services (EMT's, Police, etc) should be immediately
contacted and CPR/First Aid procedures implemented by qualified personnel. Care
should be taken so employees do not expose themselves to bodily fluids. If the guest is
discovered deceased, the room should be immediately vacated and sealed and the local
authorities contacted.
In the event that contact is made with the guest and the guest does not want their room
serviced, consideration should be given to the use of a "Guest Refusal of Service" card.
If there is concern about possible theft or damage, the hotel has the right to enter and
inspect the room each day. In the event there is evidence of contraband or other crimes,
the police should be contacted.
Guest Security
V-19
Non-Responsive Guests
From time to time a room attendant may open a room and discover the guest sleeping in
the room. In the event that contact is not made with the guest, a note should be made to
recheck the room later. If contact has not been made by checkout time (for due outs) or
the by the end of the business day, the door should be opened. If the guest is present in
the room and does not respond, Security or the MOD should be contacted. Two
employees should enter the room to make contact with the guest. The guestroom door
should remain open. If the guest is non-responsive, Emergency Services (EMT's, Police,
etc) should be immediately contacted and CPR/First Aid procedures implemented by
qualified personnel.
Housekeeping and Maintenance Carts
If, for any reason, an employee must leave the floor, their cart should be moved to a linen
room or service area for safekeeping. Carts should not be left in guest areas or stairwells.
Housekeeping carts should be provided with a secure lock box in which the room attendant
should place all room keys found in vacant rooms or public areas.
A member of management should inspect employee carts on a random basis to ensure the
cart is properly maintained and to check for inappropriate or lost and found items.
Guest Security
V-20
Guest Room Security
Care should be taken by the staff to ensure that all safety and security features in the
guestroom are functioning properly and engaged, where appropriate.
Guestroom Door
Guestroom doors should be equipped with multiple security devices. These include an
electronic lock, secondary latch, one-way viewer and self-closing mechanism.
Guestroom doors should be equipped with an approved electronic lock. Locks should be
inspected on a regular basis to ensure its proper operation. Special care should be taken
to ensure the latch aligns properly to the strike plate and the anti-shim device is operating
properly and is depressed when the door is closed.
A secondary latch such as a night latch or a security chain should be securely fastened to
the door and frame. Latches should be inspected on a regular basis. Staff should be
trained not to use the latches to hold doors open.
The one-way viewer (viewport) is designed to allow the guest to identify persons at their
door without opening it. The viewer should be installed five feet from the floor. In
rooms used for handicapped guests, an additional viewport should be installed 42 inches
from the floor. The viewport should be of a tamper resistant design to prevent
individuals from removing or reversing it.
Guestroom doors should be equipped with an automatic, self-closing mechanism. The
mechanism should be capable of closing and latching the door when released from a 45o
angle. When testing its effectiveness, care should be taken to ensure that all windows are
closed and that the air conditioning is turned off.
Connecting Room Doors
Connecting room doors should be of a solid core design. They should be secured with a
mortised, 1-inch dead bolt lock. A tamper-proof cover plate should be installed to guard
against unauthorized entry.
Sliding Glass Doors
Sliding glass doors should be supplemented with a secondary latch, such as a “Charlie
Bar” or “J” hook. To ensure guest safety, the secondary latch must be visible to the
guest. Charlie bars should be installed at the midpoint of the door and “J” hooks should
be installed above the primary door lock. Security pins and track bars may not be readily
visible to the guest and should be avoided. Sliding glass doors or large panels of glass
may appear to be open passageways and should be equipped with a decorative decal to
keep guests from walking into the glass. Sliding glass doors which open on the ground
level or open onto a balcony which may be accessible from adjacent balconies should be
equipped with a notice reminding guests to secure the door when they are sleeping or are
not present in the guest room.
Guest Security
V-21
Windows
To prevent loss or injury, guestroom windows should either be sealed to prevent their
opening, or equipped with a stop which limits their opening to 4 inches. In some
jurisdictions, the local authority may require windows to be fully operable. In this event,
the hotel should comply with the local authority, and maintain documentation of the
requirement.
Lighting
Lighting capable of partially illuminating the guestroom should be operable from the
entrance door. Corridor lighting should be sufficient to allow guests and employees to
identify individuals at their door or in the corridor.
Educational Mater ial
Materials designed to educate guests as to their safety and security should be available in
the guestroom. Emergency procedures should be posted on the back of the door and in
the guest directory. An informational sheet, such as the AHLA’s Traveler’s Safety Tips,
should be conspicuously placed in the room
Guest Security
V-22
Automobiles & Contents
To help prevent crimes of opportunity and to educate guests, signs should be conspicuously
placed throughout parking areas. Signage should remind motorists that parking is provided
for guest use only, and that the user assumes all risk and liability. Often, reminding guests
to remove valuables from their vehicles may help deter crime. Suggested verbiage
includes:
“Parking for Guest Use Only. Please Remove Valuables From Your Vehicle. The hotel is
not responsible for loss due to theft or damage.”
Valet attendants should make sure each guest's car is locked when parked, and the keys
secured to prevent theft of the car or its contents. Valet attendants should ask guests to
remove from their vehicles, or ask guests to place out of sight, any articles in the vehicle
that might attract burglars or vandals.
Security patrols in all parking areas should be alert for loiterers and should determine the
reason for the individual's presence in the parking area. Frequently a thief has a lookout
with him in the area while he is in the process of rifling the contents of a car. If the
individual says they are "waiting for a friend" or offers another suspicious excuse, security
should determine if the individual or his "friend" is a registered guest and obtain their room
number. If the information furnished by the individual cannot be supported, security should
request that they leave the property. If the situation warrants, the police can be contacted to
escort an individual from the property. All incidents should be documented in the officers
patrol log.
Security personnel should be alert for incidents involving damage to an automobile. A
report should be prepared that includes the license numbers of the automobile(s) involved
and all other pertinent information. If a vehicle has been damaged or entered illegally, the
front desk should be notified so the guest can be advised. Any claim for damages to an
automobile by a guest should be thoroughly investigated. Attempts to blame the hotel for
existing damage may be made. All incidents involving guest loss or injury should be
reported to the hotel’s insurance carrier.
Guest Security
V-23
VIP Security
Special considerations may be required for handling visits by government officials,
dignitaries, personalities in the entertainment industry, spokesmen for newsworthy groups,
and other individuals who are the subject of controversy.
When notified of the visit, the General Manager should designate one member of
management to act as the hotel's representative. This contact should be assigned to
coordinate all preparations for the VIP's stay. If an organization or government agency is
involved, its representatives should be directed to the hotel's contact.
The visiting organization should be asked by the contact to appoint their representative to
act as a liaison. This will allow continuous communication between both parties.
Cooperation among all departments is critical when VIP guests are on property. VIP
guests may require additional security personnel to be present. The hotel may wish to
request the assistance of the local police. If the individual has a personal security staff,
armed or otherwise, arrangements and accommodations may need to be made by the
hotel and the local police. The General Manager and the Director of Security should be
made aware of all armed persons in the hotel.
Properties expecting the arrival of a controversial guest should also review emergency
evacuation and bomb threat procedures with the hotel staff, Safety Committee, and ERT
before the guest arrives. Management should review the hotel’s guest privacy and media
policies with all appropriate staff prior to the guest’s arrival. All media inquiries should
be directed to the General Manager or the hotel’s designated contact.
Special Security Considerations
Additional manpower and/or equipment may be required to increase security in the affected
lobby, parking and hotel areas. Expect curious passers-by, and arrange for the control of
extra car traffic. Appropriate law enforcement personnel should be alerted if an unusual
volume of traffic is expected.
Location of rooms and/or suites should be chosen to provide necessary conveniences for
the VIP and a minimum of inconvenience to the other guests. If possible, select
accommodations at the end of a hallway. This allows a check point desk, manned by the
VIP's staff, to be set up for screening visitors to the VIP area. Depending on the security
requirements, rooms above, below, and on either side of the VIP's room may be secured.
Extra room keys may be needed, but the number of keys issued should be controlled so all
keys can be accounted for. Prior to arrival, security personnel and the General Manager
should inspect assigned rooms and elevators. In certain situations, employees having direct
contact with the VIP may need a special security clearance.
Pre-registration may be desired. This can be handled in conjunction with prearranged room
assignments and allows the VIP and his party to be escorted directly to their rooms. When
the VIP arrives, the hotel's contact should furnish the VIP's representative with the room
assignments, arrange for card signatures, distribute room keys and provide secure baggage
Guest Security
V-24
handling. To minimize time spent in the lobby area, an attended elevator should be waiting
to provide express service to the assigned floor. Depending on the circumstances, a discreet
arrival through a side entrance may be desired.
Communications can be handled by establishing a "command post" or room for use by the
VIP staff. All incoming inquiries, telephone calls, deliveries, and visitors should be referred
to this “command post”. Hotel personnel who should have access to the restricted area are
also cleared through this command post. The telephone switchboard and front desk clerks
should be instructed regarding their responses to inquiries by the press and to telephone
inquiries. Security of house telephone equipment and supplemental telephone lines should
also be considered. Inspection of all deliveries (flowers or packages, for example) should
be arranged.
In the event that the VIP represents a highly controversial viewpoint or organization,
security may contact the telephone company security department. The telephone company
can be prepared to initiate action in the event of harassing telephone calls.
Special parking arrangements may be established as necessary for the VIP and any staff
cars. If this is required, security should be provided for these vehicles.
Security posts may include the VIP parking area combined with outside observation of VIP
rooms to prevent harassment. Increased property patrols (outside and inside) and
preparation for crowd control may be considered if a public gathering is planned. If
appropriate, security should also contact local police to advise of the duration of the visit of
the VIP and to determine if the police have any intelligence information that would be of
assistance (such as planned demonstrations). Through the hotel's contact, security can
determine from the VIP's appointed staff member whether special precautions are needed
elsewhere by the VIP, and the extent of these precautions.
It is vital for all personnel to cooperate with the person appointed as the hotel's contact
with VIP guests. All departments should channel requests through this liaison to
eliminate confusion and duplication of effort.
Senior security personnel should be available for immediate decisions if necessary.
Adequate communication methods (preferably cell phones or 2-way radios) should be
available for use by security personnel.
The hotel’s contact and the VIP’s liaison should develop contingency plans to be
implemented in the event the fire alarm is activated or bomb threats received during their
stay. These plans should not interfere with the hotel’s emergency management plan or
negatively impact safety.
VI. Guest Emergencies
Guest Incidents ..................................................................................................................2
Guest Illness and Injuries .................................................................................................4
Attempted Suicide .............................................................................................................5
Death of a Guest.................................................................................................................6
Guest Emergencies
VI-2
Guest Incidents
When a guest makes a claim of any type, the responding employee should be courteous yet
firm and follow company policy. All pertinent information should be obtained about the
incident by asking who, what, when, where, and how much. If appropriate, a description or
statement of what occurred should be obtained from the guest. The guest should only be
provided with a copy of his or her own statement. A guest who wishes to file a complaint
should complete a guest “Notice of Report on File” form. Once the form is completed, the
guest may receive a copy. Guests should not be provided with copies of any hotel
documents, including investigative reports and witness statements.
A hotel employee should never offer an opinion on the cause of an incident. When the
claim involves a theft, assault, or other criminal violation, the police should be contacted.
Hotel employees should not discuss insurance settlements or argue with the guest. If
appropriate, the guest should be referred to the hotel’s claims department.
The guest should be asked to complete a detailed statement in writing if the loss is in
excess of $1,000, or if the guest makes any statement indicating responsibility for the
incident.
Hotel management is responsible for obtaining all information in order to complete a report
of the incident. The guest should not be given a copy of this report.
This report should also be used both to note any outstanding characteristics of the claimant,
such as bifocal glasses, types of shoe, unsteadiness while standing or the smell of alcohol,
and to describe the condition of the area where the incident took place. At the discretion of
hotel management, photographs of the area may be taken.
In addition to the completion of the report, the claims department should be notified. If the
situation dictates, a claims representative may be asked to come to the property.
Before the General Manager elects to settle any claim by a guest, the Risk Management
Department should be contacted or reference should be made to the Claims Procedures
Manual.
Guest Loss or Injury
Immediately upon serious loss or injury to a guest within the hotel or on hotel property, a
complete investigation should be conducted. The hotels should submit a report within 24
hours to the Risk Management Department, regardless of the severity of the incident.
In the event the injury or illness is serious, local emergency medical services should be
contacted immediately. For non-life threatening requests for medical or dental services,
it is important not to make specific referrals to a particular doctor, dentist, clinic or
hospital. The guest should be provided with "listings" of area medical/dental
professionals allowing them to choose for themselves. After the guest selects a listing,
Guest Emergencies
VI-3
the hotel may assist the guest and arrange appointments. The practice of maintaining a
"house" doctor is discouraged if adequate emergency services are available.
Hotel operations may be subject to small claims involving guests’ property. Because
prompt settlement of a guest's claim is often essential to guest satisfaction, the General
Manager may settle a claim for up to $500 U.S.D. These claims, however, should be
carefully handled to avoid unfavorable publicity or other problems. If handled locally,
appropriate settlement release forms should be obtained from the Risk Management
Department.
No claim which involves either physical or personal injury to a guest should be settled by
the hotel. The General Manager, however, should show compassion and, if appropriate,
provide small courtesies, i.e., flowers, candy, discounted or complementary room etc.
Litigation
In the event the hotel receives notice of a lawsuit, hotel management should immediately
forward copies of all legal documents as well as copies of the guest incident report to the
legal department.
Any consultation with the plaintiff’s legal counsel should be coordinated by the litigation
section of the legal department.
Guest Emergencies
VI-4
Guest Illness and Injuries
In the event that a guest has an accident at your hotel, it is important that your staff
responds in a prompt and professional manner. Be courteous and do not argue. Hotel
staff should contact security or the designated first aid providers immediately. If the
injury is minor, first aid should be provided to the guest by qualified staff. For non-life
threatening requests for medical or dental services, it is important not to make specific
referrals to a particular doctor, dentist, clinic or hospital. The guest should be provided
with "listings" of area medical/dental professionals allowing them to choose for
themselves. After the guest selects a listing, the hotel may assist the guest and arrange
appointments. The practice of maintaining a "house" doctor is discouraged if adequate
emergency services are available.
Guests should be transported via taxi, employees should not use personal vehicles. When
the injury is serious, an ambulance should be called and the individual should be taken to
the nearest hospital emergency room. First aid procedures should be initiated, pending the
arrival of emergency services. If the injury is a result of a fall, the guest should not be
moved. Employees should follow Universal Precautions, as outlined in the Bloodborne
Pathogens program when dealing with guest’s bodily fluids. If the guest declines medical
treatment, they should be asked to sign a declination for medical treatment form which
should be submitted as part of the accident investigation form. A sample form is located in
the appendix.
Hotel staff should not discuss the accident or offer any opinions or speculation about the
cause of the accident. Action should be taken to correct any known problems or hazards.
Actions taken to eliminate any hazards after the accident has occurred are not admissions of
negligence, rather, this will help prevent a reoccurrence of the accident. An accident
investigation should be completed as outlined in this manual. Upon request, the guest
should be provided with the name and phone number of the claims adjuster handling the
file. Claim settlements or liability issues should not be discussed with the guest. The guest
should not be provided with any of the hotel’s documentation concerning this event, with
the exception of a Notice of Report on File. A sample form is included in the appendix.
If the guest is admitted to the hospital and they wish their room to be vacated, a designated
member of hotel management should make an inventory of the room contents in the
presence of a witness. Try to contact the guest's employer or relatives. If proper
notification cannot be made, contact local police officials for their assistance. Relatives
claiming these items should sign the inventory list as the receipt for the items. Detailed
notes concerning the cause of the accident and the condition of the guest (thick glasses,
slurred speech, smell of alcohol, and other noticeable details) should be made as soon as
practical. At the discretion of hotel management, photographs of the area where the
accident occurred may be taken.
Guest Emergencies
VI-5
Attempted Suicide
Management and security should make every reasonable effort to prevent disturbed
persons from attempting suicide. Upon receipt of information that a suicide is threatened,
local authorities should be immediately notified.
Security officers or hotel management should go to and remain at the scene to assist and
to calm the person involved. When the local authorities arrive, they will take charge.
In dealing with a suicide attempt, the management on duty should:




k any personal items and give them to the police or place them in

the ambulance with the individual. Have the police sign the inventory list as a

receipt.


accepted again as a guest.


responsible individuals stay with the person until a relative or public agency

representative arrives to assume responsibility for the individual. If the individual

is a female, at least one female staff member should be present at all times.


For action to take in the event of an actual suicide, see the section entitled "Death of a

Guest."
Guest Emergencies
VI-6
Death of a Guest
In the event of a death, these guidelines should be followed:





hould be handled by the local authorities.




lar office.


inventory of the deceased's belongings, if he was a registered guest. These items

should be stored securely and not released until the local authorities give

permission.


A receipt should also be obtained from the individual authorized to claim the

personal effects of the deceased.

es prior to cleaning the

guestroom. Hotel staff should follow Universal Precautions when encountering

bodily fluids. If significant quantities of bodily fluids are present, the hotel should

consider hiring a professional cleaning service. Any damage or loss should be

reported to the Claims Department.


the Loss Prevention Department.
Only the General Manager, or his designee, should discuss a death in the hotel with the
news media. Care should be taken to not speculate or offer any opinion. Employees
should refrain from making any statements to staff, guests or the media.
VII. Criminal Acts & Misconduct
Introduction .......................................................................................................................2
Prostitution........................................................................................................................2
Theft of Guest Proper ty ....................................................................................................4
Counterfeiters ....................................................................................................................5
Armed Robbery .................................................................................................................6
Drug Activity......................................................................................................................8
Drug Testing ......................................................................................................................9
Distraction Theft..............................................................................................................10
Theft by Guests................................................................................................................11
Harassment ......................................................................................................................12
Sexual Assault ..................................................................................................................12
Denial of Occupancy .......................................................................................................13
Guest Eviction ..................................................................................................................13
Unruly Guests & Disturbances.......................................................................................13
Criminal Trespass Warning...........................................................................................14
Criminal Acts & Misconducts
VII-2
Introduction
Criminal acts against guests, employees, and the hotel, no matter how minor, must be
investigated. Failure to investigate these occurrences can lead to an escalation of the
frequency and severity of these crimes. The police department should always be contacted
if a crime such as a robbery or assault occurs, or in the event that a guest makes a claim for
lost property.
If a guest is injured as a result of a criminal act, the hotel should follow the procedures
outlined in the “Guest Injury and Illness” section of this manual.
In preparation for possible litigation, these incidents should be completely investigated and
documented. Statements should be taken from appropriate staff and witnesses. The events
should be documented in the MOD report, the security officer’s log, and the incident
report. The Risk Management Department should be put on notice of the event. Copies of
applicable reports should be obtained from local authorities.
Prostitution
Prostitution on hotel premises presents a problem that requires delicate handling.
Occasionally, the security personnel or management of a hotel may maintain a picture file
of known persons who have been issued trespass warnings. These individuals can be asked
to leave the premises as soon as they are recognized. If the person suspected of prostitution
is not known, then care should be exercised in deciding whether to approach that person.
Consider the following suggestions in dealing with suspected prostitutes.
If an individual attempts to solicit "business" by knocking on guestroom doors or by
approaching guests in the lounge, public areas, or restaurant, then the individual should be
asked to leave the property. At this time, the suspect should be told that future visits to the
property could result in prosecution for trespassing.
If a suspected prostitute checks into the hotel and is believed to be conducting "business" in
their room, the guest should be contacted regarding the unusual activity. Care should be
taken not to defame or otherwise accuse the individual of prostitution. If the activity
continues or guest complaints are received, the hotel should consider evicting the guest and
may choose to issue a criminal trespass warning. The fact that an individual has become a
guest in the hotel does not sanction use of the room for illegal purposes. In the event the
individual creates a disturbance, procedures as outlined in the “Unruly Guests and
Disturbances” section of this manual should be implemented.
When a person who has been previously warned enters the hotel and approaches a guest,
the police should be contacted and the hotel management should file charges of trespassing.
It may be easier to prove a charge of trespassing than to prove a charge of soliciting.
Penalties for trespassing are often more severe than penalties for solicitation.
Criminal Acts & Misconducts
VII-3
Repeated prostitution at a hotel may indicate that there is an inside contact soliciting the
business. The hotel should investigate to ensure that employees are not involved in any
illegal activity.
The General Manager should initiate and maintain programs designed to effectively
reduce the many problems that stem from either active or passive toleration of
prostitution. Criminal activities associated with prostitution may be deterred by:




udgment in questioning

suspects.



-market and out of order (DNR) rooms.

property.



General Managers should not adopt programs to combat on-site solicitation without prior

consultation with the Loss Prevention Department, particularly if police cooperation is

desired.
Criminal Acts & Misconducts
VII-4
Theft of Guest Property
All allegations of theft and guest personal property should be taken seriously and
investigated. If the guest wishes to file a claim, a report should be filed with the local
authorities and the hotel should notify the Claims Department.
Guestroom Theft
In the event of a guest complaint of missing or damaged items, the MOD or a member of
security should meet with the guest and take a report of the loss. The guest should be
asked to establish a time the item was last seen. An interrogation of the guest lock should
be conducted immediately. If the lock interrogation reveals that no entries were made
into the room during this period of time, the MOD or security should inspect the door and
lock for the following:




-functioning anti-shim device.


The presence of any of these could be used to help validate a guest's claim of loss. In the

absence of any evidence of criminal activity, the guest should be tactfully informed of the

results of the lock interrogation and asked if they would like assistance in searching for

any missing items. Searches should only be completed with the consent of the guest.

During a search, at least two employees should be present. The door should remain open.

In the event that the lock interrogation indicated activity of hotel staff during the

specified time, a check should be made to ensure that the employee was authorized to be

in that room at that time. The employee should be interviewed to determine if they saw

the item. If there is any suspicion of guilt, the procedures outlined under the "Employee

Theft" section of this manual should be implemented.

If the guest wishes to file a claim, the hotel should request that the guest file a report with

the local authorities and their homeowner's insurance carrier. Guests should not be

provided with copies of hotel documentation, including investigative summaries, loss and

incident reports or lock interrogation reports. The guest may be provided with a Notice

of Report on File. A sample form is included in the appendix.
Criminal Acts & Misconducts
VII-5
Counterfeiters
Detection of counterfeit currency is becoming more difficult. Counterfeiters rarely make
one, five or ten dollar bills. The denominations of twenty, fifty, and one hundred dollar
bills are more commonly targeted. Hotel staff should be trained in the detection of
counterfeit and suspect bills. Materials to aid in training staff are available from the
treasury department, local banks and the local police. Tools to help in the identification
of counterfeit bills are readily available and include counterfeit markers, scanners, and
posters.
If a clerk does receive a bill that is suspected to be counterfeit, they should inform the
potential guest that the hotel can not accept their currency. Staff should request an
alternate form of payment. Management should be informed and the local authorities
contacted. Care should be taken not to accuse a guest of passing counterfeit currency.
Criminal Acts & Misconducts
VII-6
Armed Robbery
Hotels may become a target for armed robbery. To reduce your exposure for armed
robbery, proper cash handling procedures should be followed. The amount of cash at the
front desk should be limited to that necessary for conducting business. Clerks and cashiers
should make deposit drops whenever their bank doubles or large currency bills are
received. In addition, the following recommendations should be followed:


followed in the event of an armed robbery.

sons are seen loitering on

the hotel property.


conduct frequent tours of the hotel property beginning and ending their tour in the

lobby.

given to the installation of CCTV cameras at the front desk

and lobby.


an intercom and securing the front door with an electronic latch.

utilized in properties with limited staff. Prior to

installation, the hotel should discuss response procedures with law enforcement. Care

should be taken to ensure that staff is trained in the proper use and operation of the

alarm. Alarms should ring directly to a central station.
Action when Robbery Occurs
Armed robberies are volatile situations. The focus of the employee should be to provide
the robber with what they demand in a calm and efficient manner. No effort to detain or
slow the robber's departure should be made. Staff should be trained to repeat a robber's
instructions and recite them while they are being implemented. Advise every staff member
to keep the following suggestions in mind:

ld be taken not to incite or

argue with the robber.




make.


identification later.


s extremely important to

obtain the license number as well as a description of the automobile.

Notify the police immediately after the robbery. Limit access to the area where the crime

occurred in the likelihood that evidence such as fingerprints could be obtained if the area is

not disturbed. This includes any doors opened by the robber(s). As soon as possible after
Criminal Acts & Misconducts
VII-7

calling the police, write a description of the robber(s) and the means of escape. Ask any

witness to wait until the police arrive so they may give a description of the robber(s).

All media inquiries should be referred to the General Manager or their designee. Certain

details of the incident should not be given to the media. Examples include:

f money taken in the robbery.





Any video surveillance of the robbery.
The media should be given a general statement concerning the event of the robbery, and the
media should then be directed to the police who are making the official investigation of the
crime. Refer to the section of this manual on "Communications with the Media" for
information on how to prepare a news release of this type.
The hotel should notify the Risk Management Department as soon as possible. A copy of
the police report should be obtained.
Criminal Acts & Misconducts
VII-8
Drug Activity
Illegal drugs and the abuse of prescription and over-the-counter drugs pose a legitimate
threat to the hotel and its guests. The employees at the time of orientation should be
informed of the hotel's drug policy. Employees should be encouraged to report drug use or
the presence of drugs by either guests or employees to hotel management. The hotel should
consider implementing a drug-free workplace policy.
Guest Use
In the event that the hotel becomes aware of the presence or use of illegal drugs by a guest,
the following items should be considered.
Report of alleged drug use:


y themselves

and ask to speak with the registered guest.



using or in the possession of illegal drugs and to notify the authorities.


should be requested to vacate the hotel. If the guest refuses to leave or creates a

disturbance the local authorities should be contacted.


Observation of illegal drugs:


ed to the guestroom and verify the presence of drugs.

Employee Use
In the event management is informed of alleged use or possession of illegal drugs by an
employee, the following procedures should be considered.


behavior.


of alcohol or drugs, the hotel should implement procedures as dictated by its drug

testing policy.



search section of this manual.

rities should be contacted.

Criminal Acts & Misconducts

VII-9


including termination. Employees should be informed of this policy at the time of

orientation.

When contacting the local authorities, the following items should be considered:





required before authorities are granted access to a guestroom.
Drug Testing
To deter drug use among the hotel staff, the hotel should consider the use of pre-employment
and post-accident drug screening. Although extremely effective in minimizing
drug activity on the property, the program may be administered with caution to avoid
policies or practices that can potentially result in claims of discrimination. Local laws
should be thoroughly reviewed by the legal department before implementing a drug-testing
program.
Recent studies have shown a significant return on investment for implemented drug
screening programs by reducing employee health care costs, increasing productivity,
reducing time away from work, improving absenteeism and tardiness, reducing work related
injuries and increasing employee morale/motivation.
Janko Hospitality LLC. Human Resources Department should be contacted
for additional information on the drug testing program.
Criminal Acts & Misconducts
VII-10
Distraction Theft
Distraction theft typically involves an organized group of criminals who target
individuals in high traffic public locations. Typically, an individual will mark a guest,
approach them, and distract them by direct interaction with the guest or creating a
disturbance. The goal is to draw the guest's attention away from their property so that
another individual may remove their property unobserved. The individual may turn the
guest property over to a third individual who will remove it from the hotel.
One of the best defenses against distraction theft is staff training. Front desk, bell,
housekeeping, and food and beverage staff should be trained to identify and report
distraction thefts and suspicious actions to security or their manager. Individuals
suspected of being involved in distraction theft should be confronted and asked if they are
a guest at the hotel or require assistance.
Security Departments should ensure that lines of communication between themselves and
other hotels in the area (along with the local police) are open and active regarding the
criminal activity in the area.
Listed below are examples of diversion crimes that may occur at hotels:


-pocketing.



Criminal Acts & Misconducts
VII-11
Theft by Guests
Thefts by a guest can be very difficult to prove. To help minimize the potential for thefts
by guests, the following items should be considered:



limited the quantity.

circumstances, some hotels may choose to place a sign in the guest

bathroom stating that all linens are inventoried daily.


purchase at a designated cost.

t that furnishings are removed from a room, a lock interrogation should be

conducted.
Because of the prevalence of lawsuits today, it is becoming more difficult to confront the
guest directly with questions regarding theft. If you know a guest has stolen from the hotel
and you feel that you may have sufficient evidence to approach him or report him to the
police, contact the Loss Prevention Department for guidance. If time will not allow this,
contact the local authorities, advise them of all the facts, and let them take appropriate
action. The guest may be charged for any damaged or missing items which can be directly
tied to the guest. In the event that a guest is arrested and charged with theft, the hotel
should cooperate fully with the investigation and any required court proceedings.
Criminal Acts & Misconducts
VII-12
Harassment
Any conduct, comment, gesture or contact of any nature that is likely to cause offense or
humiliation to an employee or that might be perceived by that employee as placing a
condition of a sexual nature on employment or the opportunity for promotion should not
be allowed in the workplace.
Examples of harassment are:


calls or kissing sounds.





hysical contact such as touching, patting, or pinching.

All allegations of harassment should be taken seriously and fully investigated.
Janko Hospitality LLCHuman Resources Department should be contacted for
additional information on the company's harassment policy.
Sexual Assault
In the event that a sexual assault is reported at your hotel, immediately contact the local
police and report the incident to the Risk Management Department. While waiting for
the local authorities to arrive at the property, attempt to calm the victim and make them
as comfortable as possible. First aid and medical treatment should be provided as
indicated in this manual. Staff should immediately be advised of the description of the
suspect. A lock interrogation should be conducted as soon as practical. In no event
should the hotel staff talk or speculate about the incident to anyone other than hotel
management and the police. All media inquiries should be referred to the General
Manager or their designee.
Even if no negligence is believed to have been involved on behalf of the hotel or its staff,
it is critical that the incident be well-documented and appropriate notifications made.
The incident should be reported to the Loss Prevention Department within 24 hours of the
hotel being notified.
Criminal Acts & Misconducts
VII-13
Denial of Occupancy
A person attempting to register at a hotel may, under limited circumstances, be denied a
room. Denial can be considered when a person registering:





rbance,

caused property damage, or failed to pay for the room.
Consideration may also be given to denying a room if prior notification has been received
from another hotel that this person has a history of defrauding the innkeeper, public
disturbances, or destruction of property.
Guest Eviction
When evicting a guest, care should be taken so that it is done in a reasonable manner and
in compliance with applicable laws. Local authorities should be contacted for assistance
when necessary. Reasons for eviction may include:




Property left by guests should be handled in accordance with the Lost and Found
procedures outlined in this manual.
Unruly Guests & Disturbances
During orientation and training sessions, employees should be made aware that
occasionally a guest under the influence of alcohol or some other drug can become a threat.
When dealing with irrational or disruptive people they may not respond to logical
reasoning. A calm attitude should be maintained and assistance should be obtained at the
first indication of a problem. Employees should always think of their safety and the safety
of guests when dealing with these individuals.
When dealing with a guest who is behaving irrationally, the employee should retreat to a
safe position if possible. Care should be taken not to touch or invade the personal space of
a guest. Aggressive gestures and language should also be avoided. Use force as a last
resort for self-defense. The individual causing the disturbance should be asked to return to
their room. Failure to comply may be considered grounds for eviction. If violence is
threatened or violent acts are committed, the police should be contacted. If the individual
is to be evicted, this should be done only when security or local police are there to provide
assistance. If the individual is a guest, consider refunding their money.
Criminal Acts & Misconducts
VII-14
Items left by the guest should be handled in accordance with lost and found procedures. If
the guest is arrested, an inventory of their personal items should be made in the presence of
a witness, and the items sealed and placed in the lost and found program. At the end of 90
days, if the guest has failed to claim their personal belongings, the items should be turned
over to the local authorities and introduced into their lost and found program.
Local authorities should be contacted and asked to handle problems caused by guests who
appear to be mentally disturbed. The authorities should be given all information known on
the individual for notification of his company or next of kin.
Criminal Trespass Warning
A hotel, although open to the public, is private property. Management has the responsibility
to monitor and, when appropriate, to control the activities of persons on the premises.
However, it is imperative that any activities that limit the freedom of movement of any
person or persons in the hotel be undertaken by the hotel's staff with the utmost discretion.
Laws applicable to places of public accommodation govern the eviction of a person.
Management should review the country, state or municipality statutes applicable to the
hotel's location utilizing legal counsel if necessary.
Hotels can be burdened with vagrants and other undesirables because the lobby may
appear to be a public place and provide a place to get "out of the weather," to
"panhandle" from your guests or to find an easy victim for a burglary.
Encourage room attendants, bellmen, housemen, and other personnel who move about the
property to report suspicious persons to the front office or security. Also, they should be
asked to report anyone who is seen in possession of an illegal substance or weapon.
After observation of the individual, the security officer or a member of hotel management
should approach the person and very politely ask if they are a guest in the hotel. If the
person does not belong in the hotel, they should be asked to leave the property and be
advised not to return under penalty of arrest as a trespasser. If possible, a picture should be
taken of the person as well as noting their name, date, and the circumstances of the
incident. A sample Criminal Trespass Warning form is included in the appendix. If the
individual refuses to leave, contact the local police for assistance. The individual should
not be taken into custody, detained or chased by hotel staff. Hotel facilities are not deemed
open to the public.
VIII. Security Officers Program
Introduction .......................................................................................................................2
Staff Security Training .....................................................................................................3
No Uniform Security Service............................................................................................3
Types of Uniformed Security Services.............................................................................4
Training & Meetings .........................................................................................................6
Guard Conduct ..................................................................................................................7
Staff Requirements............................................................................................................8
Patrol Procedures & Observations ................................................................................10
Dress Requirements.........................................................................................................13
Communications Equipment ..........................................................................................14
Responsibilities ................................................................................................................15
Authority ..........................................................................................................................16
Use of Force......................................................................................................................16
Arrests ..............................................................................................................................17
Weapons Policy................................................................................................................18
Interviews .........................................................................................................................19
Searches ............................................................................................................................19
Reports and Documentation ...........................................................................................20
Responding to Alarms.....................................................................................................22
Non Security Related Functions.....................................................................................22
Watch Clocks ...................................................................................................................22
Security Officers Program
VIII-2
Introduction
The primary focus of the security officer program is to observe and report. Observations
are made through patrols and audits. Reports of activities, safety and security related
issues, violations of hotel policies and procedures, suspicious activity and criminal acts
are made to hotel management and to local authorities when applicable. Training of staff
is necessary to ensure proper response in the event of an emergency.
Security cannot be standardized in the hospitality industry. Each hotel must be
individually evaluated as to their need for security officers. The decision to institute a
security officer program should be based on a variety of factors, which may include:
In addition, a security service can reinforce its presence in a facility by educating the
members of other departments in loss prevention techniques. All employees are an
important part of the hotel's security program and are valuable in preserving a safe
environment for guests and for themselves.
The appropriate size of the security department should be determined by the tasks to be
performed. The department should be of adequate size to perform all patrols, checks, and
other specific tasks, while being able to handle routine investigations and inquiries.
If you are adding security service for the first time, it is suggested that you list required
tasks for each shift. Hire the number of people you feel will be needed to adequately
perform these tasks and within 30 days, schedule a meeting with the security personnel to
evaluate the staffing needs and make any required adjustments.
Security Officers Program
VIII-3
Staff Security Training
The concern for security should be communicated to all employees. Each member of the
staff should be informed that they are a member of the security team. This involves
being alert, knowing what is going on within one's own area, identifying suspicious
individuals, following proper procedures and taking appropriate corrective action when
they are not.
It is equally important hotel management and supervisors lead by example. Managers
and supervisors who do not follow proper policies and procedures can quickly undermine
the security program.
No Security Officer Program
When conditions are such that the hotel does not require a security officer program, the
General Manager should maintain a secure environment by utilizing some of the
following alternative methods:

-trained hotel staff


t walkthroughs by the MOD

Closed circuit television (CCTV) should not be used as a replacement for security
officers.
The General Manager should implement and maintain effective security and safety
standards. They should be reviewed and updated on a regular basis or as a result of any
criminal act.
The General Manager should seek the full cooperation of local police departments by
asking them to perform patrols of the hotel property at night and to respond quickly to
emergency calls. The effectiveness of the program may be increased by offering
discounted meals, free coffee and establishing a parking program with the local police
department.
On occasions when large gatherings or meetings are held at the hotel, hotel management
may consider hiring a guard service for these functions.
Security Officers Program
VIII-4
Types of Security Officer Programs
Each hotel represents a unique environment. To better serve the individual needs of
hotels, there are several different types of security services. These include in-house
security, contract security, off-duty police, or combinations of the three.
In-House (Proprietary) Security Force
The proprietary force is employed by the hotel and therefore is under the control of hotel
management. They may be assigned to any duties relevant to security.
Hotels may supplement their proprietary force with contract security to provide complete
coverage during times of high occupancy or special events. In addition, contract officers
can be used as replacements during vacation and sick leave.
Where several hotels are located in one city or region, a proprietary security force can be
established for security at all the hotels. Patrols and reports can be standardized under the
supervision of a security manager who serves the entire area. This type of program
should be coordinated through the Loss Prevention Department.
Advantages:

s, and

culture.


-house officers are a member of the hotel staff and subsequently offer greater

customer service and improved guest relations.

y to hotel management rather than to the contracting

service employer which creates a more efficient and beneficial operation for the hotel.
Disadvantages:


vacation, termination, or other reasons.



uniforms, or procedures.
Contract Security Service
There are several advantages and disadvantages to be considered before utilizing a
contract security service.
Advantages:

-house

security cannot.

able to provide immediate replacements in the

event that an officer is absent. Unsatisfactory guards usually can be replaced upon

request.
Security Officers Program
VIII-5
-effective than in-house security.
Disadvantages:


policies and procedures.



Hotels should be cautious when signing a contract with a security service. Often these

contracts are designed to protect the security company rather than the hotel. If you

decide to use a contract security service, a sample standardized security service contract

is included in the appendix. This document is designed to protect the legal interests of

the hotel. Do not use any other contract without the approval of the legal department.
Off-Duty Law Enforcement Officers
A third option is to contract with off-duty law enforcement officers. When using off-duty
officers, the hotel should work through the local police department. As with contract
security services, a written contract should be executed. The contract should address at
what point an off-duty officer ceases to function as hotel security and becomes a law
enforcement officer. Off-duty officers must comply with the weapons policy section of
this chapter.
Advantages:

-duty law enforcement officers often improves the hotel’s

relationship with local authorities.

-duty officers and their vehicles often provides an added

deterrence.

amiliar with the law and its application

with respect to problems at your hotel.


quickly when it is needed.

.
Disadvantages:

-duty officers may not be as cost effective as other forms of uniformed security.


necessarily involving your hotel, and make an arrest or take some action that could

result in litigation. A legal question may arise as to whether he was acting as a

security guard or as a law enforcement officer at the time.


-duty officers may not be customer service oriented and may be less willing to

perform foot patrols.
Security Officers Program
VIII-6
Training & Meetings
The hotel is responsible for the actions of its staff, whether or not it has a separate
security department. The hotel cannot evade this responsibility by using off-duty officers
or a contracted security force because these officers can be considered the hotel’s agents.
If the security officers are negligent, the hotel may be held liable. Contracted security
does not relieve the hotel of its legal responsibility to provide “reasonable care”.
Training of security personnel is critical to an effective security program, regardless of
the source of the staff on the premises. Although a contract security officer should be
trained by the contract security company, they still need orientation to the philosophy and
special service needs of the particular hotel. Orientation is also needed for off duty police
officers since they are shifting from an apprehension role to that of an on-premise
security officer.
Security officer training should include a review of written post orders. The post orders
should address the scope of the officer’s responsibilities. This should include a
description of the patrol route, the frequency of patrols, administrative and other special
duties, and interactions with guests and employees. New officers should conduct patrols
with or shadow a veteran officer or member of hotel management to familiarize
themselves with their responsibilities and duties.
Hotels may consider having their security officers complete a recognized training
program such as the AH&LA’s “Lodging Security Officer Program”. A security officer’s
guide of recommended policies and procedures is available from the Loss Prevention
Department.
Staff Meetings
To help ensure the effectiveness of the security function, staff meetings should be held on
a monthly basis. Staff meetings should be used to communicate the following:






ming.


Minutes of the meeting and a list of attendees should be maintained. This documentation

could prove useful in demonstrating reasonable care in the event of litigation.
Security Officers Program
VIII-7
Guard Conduct
All security officers are expected to abide by a Security Officer Code of Conduct and to
perform their duties accordingly. A copy of the code of conduct is included. In general,
the security officer is to be courteous, tactful and helpful, yet firm in enforcing company
and hotel policies and procedures. Security officers should remain professional in
attitude, appearance, and action.


borrow money from a guest or employee of the hotel. Security personnel should not

accept gratuities from anyone for performing the functions of the job.

t be allowed on duty. Security officers should not report to work

under the influence of alcohol or with the smell of alcohol on the breath.


the proper performance of duties. All people should be treated with respect.


authorization. While off-duty, the security officer should not return to the hotel as a

patron.

force only when absolutely necessary to defend his or

her self or another person from injury.

A copy of the Janko Hospitality LLC Security Officer Code of Conduct is included in the

appendix. Each officer should be required to read the code of conduct and sign and date

it. A copy of the form should be placed in each employee’s personnel file.
Security Officers Program
VIII-8
Staff Requirements
Job descriptions should be written for each security position, including the Director of
Security, security officers and timekeepers. These descriptions should include the
following:






The hotel should establish basic qualifications to be used in the selection of a security

force. Minimum qualifications should include:

-one years of age and in good physical condition.



ctions for felonies or serious misdemeanors.




e responsibility,

and work well with others.


event of an emergency.
A security officer should be familiar with all forms pertaining to the security function and
perform administrative duties such as key control, equipment issue, filing, scheduling,
handling time cards, posting notices on bulletin boards, and writing reports.
Director of Security
The Security Director is charged with the implementation and operation of the security
department. They should be a management-minded professional who is able to motivate,
organize and delegate duties within the security force as well as communicate with both
subordinates and superiors. The security director should establish priorities and set
realistic objectives and be capable of achieving them. Preferably, the security director
should be a full member of the hotel executive committee and report directly to the
General Manager.
It is incumbent upon the Director of Security, or individual charged with the
responsibility for hotel security, to be familiar with applicable laws regulating private
security. In addition to fulfilling the qualifications for a security officer, a Director of
Security should possess the following:
Security Officers Program
VIII-9



including the ability to handle budgets and administrative functions.

ability to plan, organize and present material for training.


dealing with guests.


rate supervisory skills necessary to manage the department.

The security director should keep the General Manager and department heads informed
on matters pertaining to security. Every effort should be made to maintain good intradepartment
relationships and solicit employee observations and suggestions. The
security director should form relationships with other security heads, local hospitality
security organizations and law enforcement. The security director should make an effort
to identify potential threats to the hotel, including criminal activity, labor disputes,
inclement weather, social unrest, controversial meetings and groups.
Security Officers Program
VIII-10
Patrol Procedures & Observations
One of the most important aspects of the security function is the patrol. Patrols help
ensure a safe environment by identifying potential threats, providing a visible presence,
creating a deterrence, reporting criminal activity and providing assistance when needed.
To conduct an effective patrol at a hotel, it is first necessary for the security officer to
become familiar with the hotel and grounds. New employees should patrol the property
with veteran staff or a member of hotel management. In this way, knowledge of the
veteran employees can be passed on.
The patrols should be varied on a daily and hourly basis so a pattern cannot be
determined. Patrols should be established so that all public and service areas are visited.
While patrolling, priority should be given to areas that require special attention and these
areas should be visited as frequently as required and as allowed by other duties. These
areas include the following:















Laundry

In large properties, the hotel may be divided into patrol zones. A complete tour of the
hotel or patrol zone should be completed once per hour.
When beginning a tour, security should ensure they have all of their equipment, including
a two-way radio, pencil and notepad, flashlight, patrol wand (watchclock), and keys.
Before starting a tour, the officer should always report to their supervisor or MOD to
obtain updated instructions and/or assignments. Tours should always begin and end at the
front desk. All tours should be documented with an electronic watchclock system. This
system is necessary to ensure and document security efforts and reasonable care.
All unusual activity should be noted and pertinent actions taken during the patrol should
be documented by the patrol officer. A sample security patrol checklist and patrol activity
Security Officers Program
VIII-11
report are included in the appendix. During their patrols, officers should be alert for the
following conditions:

ious persons and vehicles




-functioning light fixtures



ays




Officers finding potential problems during their patrols should notify the appropriate
manager. Officers should re-check items on subsequent days to ensure that any problems
have been corrected. Any outstanding issues should be reported as having not been
addressed.
When patrolling the parking lot or parking garage, care should be taken to tour each aisle.
Officers should use their flashlight to inspect shaded or dark areas. Effort should be
made to look between rows of vehicles for signs of damage or vandalism. Trucks and
trailers should be inspected to ensure they are secure. If suspicious individuals or
evidence of a crime is observed, the officer should first check in with their radio and
report that they are investigating a potential crime.
The swimming pool and sauna should be checked hourly. Any unattended children or
persons using the facilities after hours should be requested to leave and the event should
be documented. Security officers should walk the pool deck looking for safety hazards
and missing or damaged lifesaving equipment. They should look into the pool and do a
visual check of the main drain. If the main drain is not visible or any safety hazards are
present, the pool should be closed. Access points to the pool, including doors and gates
should be locked when the pool is closed.
All hotel entrances and exits should be checked. Doors which are supposed to be locked,
or which are equipped with electronic locks should be checked to ensure that they are
closed and locked. Emergency exits should be checked and kept free of obstacles.
When hallways are patrolled, officers should look for doors which are left open or only
partially closed. The officer can check any doors found open by knocking on the door and
announcing their presence. If someone is in the room and the reason for their presence is
questionable, their identity and purpose in the room should be established. Any
questionable circumstances should be resolved by calling the MOD. If the room is
Security Officers Program
VIII-12
vacant, the door should be closed and a call made to the front desk. The incident should
be documented on the watchclock or patrol log.
Officers should look for any items left in corridors or in stairwells. These should be
removed when possible, recorded in the patrol log and reported immediately to the MOD.
Hotel property or trash should not be stored in exit stairwells.
Security should check the lounge once per hour, but should not loiter or fraternize with
guests or employees.
Another way to check on the reliability of guards on patrol is to have a supervisor spotcheck
them on an unscheduled basis during their evening rounds.
Security Officers Program
VIII-13
Dress Requirements
Security staff should wear a uniform which distinguishes themselves from other hotel
employees. A nametag identifying the employee as hotel security should be visible on
the front of the uniform. The choice between formal uniforms (police-like) and business
attire (plain-clothes) is the decision of local management. In order to help you with this
decision, the following guidelines are provided:
Formal Uniforms are preferable when:
The officer will be outside most of the time.
The appearance of a uniformed authority is desired.
The hotel is in a high crime area.
Clientele may expect an "officer" to be on duty.
If a uniform is used it should always be worn as a complete uniform and should be clean
and pressed. Only clip-on neckties should be used. Shoes should be shined and uniform
metal should be polished. Patches or embroidery should be used to identify the officer as
a hotel employee.
Business Attire is preferable when:
The majority of the security duties are inside.
You are not in a high crime area.
The clientele you serve might react unfavorably to the presence of a uniformed officer.
The business attire should be professional, clean and pressed, and compliment the
uniforms worn by other staff. It is the responsibility of the General Manager or the
Security Director to ensure the uniforms are appropriate for the environment.
Hotel guests will encounter security personnel daily. Their impression of the hotel will
be affected by this interaction. While a formal daily inspection is not required, the
appearance and professionalism of security should be a subject of concern.
Whether in uniform or in business attire, the individual's hair should always be
professional in appearance. Hands and fingernails should be kept clean.
Security Officers Program
VIII-14
Communications Equipment
Communication between patrolling security staff and the front desk or dispatch should be
available at all times. This communication is necessary to ensure prompt response to
emergencies, investigate suspicious activities and ensure customer service.
Two-way radio communication on protected channels is an effective form of
communication. This allows immediate contact between the officer and the desk as well
as between individual officers. These systems can be purchased, rented, or leased. When
establishing a radio program, care should be taken to ensure that all applicable licenses
are maintained and all FCC regulations are complied with.
"FRS" radios (Walkie Talkies) should be avoided as they are limited in range and the
frequencies are not protected.
Pagers provide both one-way and two-way contact, but are not always adequate for
emergency use.
Since this equipment is important to hotel operations, it should be tightly controlled. All
equipment should be signed out, signed in, and audited daily. Broken or damaged
equipment should be repaired immediately. Batteries sufficient to ensure continuous
operation should be available.
Security Officers Program
VIII-15
Responsibilities
The purpose of a security department is to help ensure that the hotel provides reasonable
care for its guests, employees and their property, as well as the protection of hotel assets.
An effective security program may include the following activities:



unlawful or questionable conduct.

cation

programs.


agencies.



personnel department, meaningful educational

programs designed to instruct and create cooperation with the employees on loss

prevention.

Security Officers Program
VIII-16
Authority
A hotel security officer normally possesses no powers greater than those of a private
citizen. However, as a representative of a private business, a security officer has the
authority to enforce hotel policies. Because a hotel security officer is involved in
protective functions on a daily basis, and because of training and experience, they may
use certain powers more than other citizens. The exercise of these powers may involve
nothing more than simply stopping undesired activities or behavior.
Local, state and federal law sets limits on the behavior of hotel security officers. Activity
beyond these limits could result in criminal or civil actions being filed against the hotel
and the employee.
In performing their duties, hotel security personnel may become involved in a variety of
protective functions which impact guests and employees. The security officer should be
courteous in their actions and use good judgment and common sense. The security
officer should function within the law at all times.
Security personnel should take no action impacting an individual’s freedom or right to
privacy, conduct confidential investigations, or provide assistance to governmental
authorities relating to hotel matters without prior approval of the Director of Security or
General Manager, unless action is required before approval can be obtained. The
Director of Security or General Manager should be apprised of all pertinent facts
immediately after the action is taken.
Criminal complaints should not be signed on behalf of the hotel without the prior
approval of the Director of Security or General Manager.
Use of Force
Security officers should not put their hands on anyone unless the officer is assisting an
individual with their expressed or implied consent.
Employees should not use any force unless there exists a reasonable fear of substantial
physical injury or death, either to the employee or another person. If excessive or
unreasonable force is used, the security officer may be criminally charged and the hotel
may be subject to civil litigation.
Security Officers Program
VIII-17
Arrests
An arrest occurs when an individual is restrained or deprived of their freedom. This
deprivation or restraint can be either physical or verbal, and could be subject to
interpretation.
Local police should be responsible for arresting criminal offenders. It is company policy
that security officers NOT attempt a citizen’s arrest.
Voluntary detention or confinement is permissible, but the person being voluntarily
detained or confined should clearly understand that they are free to leave at any time.
Immediately upon the voluntary detention of an individual you should notify hotel
management and the local authorities.
Under normal circumstances, security personnel should not carry handcuffs or other
material designed for conducting an arrest. Care should be taken to document all
activities and events. Include statements from witnesses.
Security personnel may be required to appear in court. Failure to do so could result in the
charges being dropped and potential litigation being brought against them.
If the individual being voluntarily detained is a female or a minor, at least one female
member of the hotel staff should be present at all times.
Shoplifting statutes are typically very restrictive. Generally, security personnel should
not respond to requests for assistance in detaining persons suspected of shoplifting by
owners or managers of retail shops who are occupying leased space in the hotel.
Security personnel should not pursue any person attempting to leave the property.
Security Officers Program
VIII-18
Weapons Policy
Under normal circumstances, firearms or other weapons (chemical, edged, or blunt)
should not be carried by hotel or security staff. The decision for security to carry a
weapon should not be taken lightly. Company managed hotels must submit a formal
request to their Regional Vice-President and Vice President of Risk Management
Operations. No officer should carry a weapon until written approval from both parties is
received.
Any request for authorization should include the following:




met.

upervised training received by the officers to be employed at the

hotel.

Written authorization allowing weapons to be carried at a particular facility may contain
limiting provisions, for example, evening hours only.
Security officers who carry firearms should be tested for proficiency annually at a
supervised firearms range. The most current certification should be kept on file at the
hotel.
Weapons should only be used by the security officer to protect their life or the life of
another person.
Employees should be informed at the time of orientation that weapons are not allowed on
premises. Employees who have a legal permit to carry a weapon do not have the right to
carry that weapon to work. Violation of this policy should result in disciplinary action up
to and including termination.
Security Officers Program
VIII-19
Interviews
There is no prohibition against security officers interviewing guests, employees or other
individuals. However, the person being interviewed is under no obligation to answer the
questions and may leave at any time. An individual should not be detained for the
purpose of interviewing. When appropriate, routine questioning should be conducted
quietly in public areas so there can be no subsequent allegation of false imprisonment or
slander.
During interviews, at least two employees should be present. If the person being
interviewed is a female or minor, a female member of the hotel staff should be present at
all times. The use of physical force or threats of force to coerce answers is prohibited.
Such actions could result in civil litigation and in criminal charges being filed against the
hotel security officer. Accusations should not be made unless charges are to be filed. A
security officer should also be aware that compelling a person to accompany them to a
location in the hotel for interviewing could be construed as false imprisonment. The
person should be informed that they are under no legal obligation to accompany the
security officer to an office or room for interrogation.
Persons should be encouraged to complete a Voluntary Statement. The statement should
be completed voluntarily and without threats or coercion. A sample Voluntary Statement
is included in the appendix.
Searches
A search may be conducted when a person voluntarily consents. Consent should be
obtained in writing. The consent and search should be witnessed by at least one other
member of the hotel staff. Searches of employees should be conducted as outlined in this
manual.
Security Officers Program
VIII-20
Reports and Documentation
Records are potentially great assets in the event that a lawsuit results from an incident.
Reports and documentation should be legible, professional, and accurate. Opinions and
speculations should not be included in reports. Records should be as complete and
detailed as possible. All records, including watch clock data should be held for the length
of time specified by the hotel's record retention policy or state statute of limitation for the
filing of a civil action. The exact length of time can be obtained by contacting the legal
department.
Written reports pertaining to an employee's activities should be completed prior to the
completion of their shift. Departing security officers should brief relief staff on any
pertinent incidents. Copies of all reports should be furnished to the General Manager or
their designee and a copy should be retained for the security file. Copies of reports
should not be provided to third parties without the specific approval of the General
Manager or legal department. Guests requesting documentation should only be provided
with a notice of incident report.
Reports should be maintained on all criminal acts which take place or which directly
affect hotel property. This will include theft, robbery, crimes of violence, embezzlements,
frauds, unethical practices on the part of employees, losses or shortages of assets not
previously reported, and arrests of employees, guests, or third parties arising from any of
the above. Reports should also be maintained on guest illness; injury in the hotel; lost,
stolen, or missing property; fires; employee accidents; deaths; or any other actions for
which there should be a record.
Loss and Incident Report Forms can be used by hotels to maintain a record of an incident.
Where warranted, supplemental narrative reports should be maintained to provide a
complete record of an incident. Copies of applicable police reports and any associated
correspondence should be filed with the related incident report. All incidents and claims
occurring at company-managed hotels should be furnished to the Risk Management
Department by calling 1-800-747-5648 x5960.
Shift Activity Report
An activity report should be maintained for each shift. A sample report is located in the
appendix. The report should include the following:







e of officer completing the report
Security Officers Program
VIII-21
Monthly Statistical Report
A monthly report of security related incidents should be developed and furnished to the
general manager. The report should present an accurate picture of activities and
incidents. The report should include the following information:




-room.














and incidents.
Loss and Incident Report
A loss and incident report should be completed in response to any alleged incident
involving loss or injury to an employee, guest or third party. A loss and incident report
should be factual and professional. The report should document the facts of the incident.
This should include the following:






Statement of police involvement, including names of police personnel, case numbers

and badge numbers.

Records Maintenance
To help ensure the effectiveness and accuracy of security records, reasonable efforts
should be made to maintain and update security records and documentation as the
incident evolves. This may include correspondence, investigative reports, notes, hotel
records, and other information.
Security Officers Program
VIII-22
Responding to Alarms
When an alarm (fire, burglar) activates, security should immediately respond with the
assumption that it is legitimate. An alarm should not be silenced or reset until the cause
of the alarm has been determined.
Non Security Related Functions
Security personnel may be asked to perform activities which may not appear to be
security related. Activities which can coincide with the patrol function are permissible,
however should be closely monitored to ensure that they do not impede the security
function. These may include delivering express checkout folios and newspapers or
picking up breakfast menus. Activities which directly interfere with the security function
should be avoided.
Watch Clocks
The modern electronic watch clock system is a critical component of the hotel's security
program. The watch clock system is a management tool designed to provide the hotel
with detailed information regarding the job performance of individual staff, overall
effectiveness of its security program and reports on safety and security trends.
An effective watch clock system should include the following features:








IX. Fire Safety
Introduction .......................................................................................................................2
Fire Training & Dr ills.......................................................................................................2
Fire Prevention ..................................................................................................................7
Fire Alarm Systems ...........................................................................................................9
Smoke Control .................................................................................................................10
Means of Egress ...............................................................................................................10
Banquets, Meetings & Functions ...................................................................................11
Self Inspection..................................................................................................................12
Maintenance....................................................................................................................13
Sprinkler s .........................................................................................................................14
Fire Fighting Equipment ................................................................................................15
Impairments....................................................................................................................16
Hot Work..........................................................................................................................17
Guest Emergency Instructions .......................................................................................19
Fire Safety
IX-2
Introduction
Fire prevention is the single most important aspect of fire safety. The General Manager
should ensure that employees are well trained in both prevention and response.
Employees should be introduced to fire safety during their new employee and
departmental orientations. The Safety Committee should be involved with conducting
monthly inspections of the hotel and addressing any safety hazards.
Fire Training & Drills
The General Manager is responsible to provide for the training of employees in fire safety
and for regular drills so that such training will be kept current.
MOD's, security officers and other designated staff should be trained in the operation and
use of the fire alarm panel and emergency procedures.
All employees should be trained in the proper method for activating the alarm, in the use
of fire extinguishers and proper exiting procedures.
Each new employee should participate in basic fire safety training as part of their
orientation. All employees should be encouraged to participate in fire extinguisher
training. The local fire authority should be contacted to provide extinguisher training if
the hotel desires to have employees practice extinguishing live fires.
Fire safety training of some type should be conducted on a monthly basis. The training
may be at the department level and consist of departmental procedures. All training
should be documented.
Telephone operators should be thoroughly familiar with their duties. They should
practice their emergency duties in conjunction with regular fire drills.
Fire Drills
Fire drills are important for instilling a course of action in employees. When done
regularly the right way, fire drills will empower employees to take quick action in the
event of a fire. This will ensure prompt notification of the fire department and an
effective evacuation of the hotel. However, if fire drills are not a part of the hotel’s
routine, or if they are done improperly, then employees will not be prepared for a fire
emergency. There are three main components of every fire drill: Planning, Procedures,
and Performance.
Planning:
Fire drills need to be performed a minimum of twice a year. This includes every shift. If
the first shift employees are very aware of what to do in the event of a fire but the third
shift employees don’t have any idea, if a fire occurs during the third shift, a disaster
could ensue. Participation in fire drills is only necessary for hotel employees. However,
guests should be encouraged to participate.
Fire Safety
IX-3
Fire drills need to be planned so that they minimize the inconvenience to both guests and
employees. Ideally, it is best to plan fire drills when the hotel is at a lower occupancy.
Often, there are seasonal occupancy fluctuations. With a bit of forecasting, you can
reveal expected times during the year when the hotel is not full. If the occupancy rate
remains high year-round, it is a good idea to try and schedule the fire drill on a day when
there are a lot of sleepovers to minimize the inconvenience to employees.
Another thing to remember is that you don’t always want to have an announced drill
because fires are never announced. There are many creative ways to hold fire drills
within specified time guidelines without performing general announcements to the
employees. One popular method is to have a sign which says “FIRE” on it, and to
instruct all hotel employees to treat this sign as a real fire if they ever encounter it in the
course of their daily operations. By placing this sign either in a vacated guestroom,
banquet room, or other area, you can gauge the response of employees to a found fire, as
well as gauge the overall hotel’s response to a fire emergency. Another popular method
is for the General Manager or their designee to proceed to an unannounced area of the
hotel at a prearranged time and give a random employee a practice problem, e.g., "This is
a drill, do whatever you would in the event there was a fire in Room 115". At that point,
begin the fire drill. It is a good idea to have one announced and one unannounced fire
drill for every shift each year.
In order to minimize any inconvenience to guests, all guests should be alerted 24 hours in
advance before any drills are held. Notices should be posted in the lobby, elevators and
stairways and indicate the reason for the drill and the beginning and ending times of the
drill. Additionally, the hotel may provide the guest with a copy of a letter at check-in or
under their door. The notice should inform guests that the drill is being conducted to help
ensure their safety and that they may either choose to participate by evacuating or
continue on their way. Also, third shift drills can be performed without annunciating the
general fire alarm. However, it is imperative that all employees participate in these drills.
Every effort should be made to accommodate specific needs of guests. Have the
PBX/front desk operator prepared with a statement alerting guests who call that the hotel
is participating in a fire drill for the safety of the guests. Have a list of all
ADA/handicapped accessible rooms available at the fire panel for a quick cross-reference
at the desk to see if there are any guests who might require additional assistance to
evacuate the hotel.
Before beginning a fire drill, the following items should be completed:
The fire alarm monitoring company should be notified that you will be testing the system
and given specific times, if applicable.
The fire department should be notified and asked to participate if they so choose. Usually,
when invited, the Fire Department will send a representative to observe the drill. The
Fire Safety
IX-4
presence of the fire department representative adds importance to the exercise, and
his/her comments may be useful. Care should be taken to ensure that all guests have
been alerted that a fire drill will be taking place during their stay. An observer to time the
drill and subsequent evacuation should be positioned to know when the drill begins and
the evacuation is complete.
Procedures:
Fire drill procedures are really quite simple in their most generic form. A fire alarm is
triggered and people evacuate the facility. However in hotel occupancies, more than just
a simple evacuation is needed. Employees must perform a set of tasks before, during,
and after the evacuate the facility in an organized and timely manner. Specific and
separate tasks are required for each member of every department. For examples of what
duties can be assigned to each departmental employee, please refer to the Hotel
Emergencies chapter of this manual.
Before a fire drill, each employee should be aware of the first 4 things to do if they
discover a fire within the hotel:



location of the fire.


evacuate!

During a fire drill, employees should first be able to recognize that the fire alarm has
been activated. Next, every employee should be aware of any specific information that
needs to be obtained or secured before evacuating the building. For example, the front
desk personnel, among other things, should obtain a complete occupancy list in order to
confirm that all guests have been safely evacuated. Upon evacuation, employees should
gather at a predetermined place or rally point where they are to report to their supervisor
who, in turn, reports to the General Manager or their designee that all employees have
been accounted for. After reporting to their supervisor, employees should be ready to
perform any tasks assigned to them by their supervisor such as aiding guest evacuation
and relocation. Once the General Manager or their designee is notified that all employees
have been safely evacuated, the fire alarm can be cancelled and the employees can return
to work.
Performance:
It is vital for the safety of all employees that hotel evacuations occur smoothly and with
minimal delay. For this reason, a detailed evaluation should be made after every fire drill
and kept in a fire drill log. This log should include recording the date and time of the
drill, a list of the participating hotel staff and the total elapsed time from the initiation of
the alarm to the evacuation of the last hotel employee. In addition, input should be
solicited from employees and supervisors as to how to improve the procedure. These
suggestions should be evaluated and incorporated, as necessary, into the hotel’s
emergency procedures manual. Copies of the fire drill log should be kept on file.
Fire Safety
IX-5
Due to the varying size of hotels, a common standard cannot be set for an acceptable
length of time needed for a successful evacuation. Every effort should be made to
evacuate the hotel as quickly as possible.
Sample Fire Drill Checklist:
In the days prior to the drill:



-ins who are scheduled to stay in the

hotel on the day of the drill and present this to them as they check-in.


ask for their input and participation.


begin the drill; or will a mock fire need to be discovered by a member of the hotel

staff, who will in turn activate the alarm).

The day of the drill:


perform a test of the system and that you will call back when finished.


alarm sounds.




alarm until the final employee has checked

in)


improvement, how can changes be implemented, etc.)

Post drill:


ent



The drill should be documented to identify the effectiveness of the procedures, areas for
improvement and any problems with equipment.
A sample fire drill report form is included in the appendix.
Fire Safety
IX-6
Sample Lobby Sign:
Sample Guest Letter:
Sample Post Drill Evaluation Form for Evacuations:
Date: _________________
Shift: _________________
Time initial alarm sounds: _________________am / pm
Time evacuation is complete: ______________am / pm
Total time to complete evacuation: _________
< 4 min: Excellent
4 – 8 min: Acceptable
8 – 12 min: Needs Improvement
> 12 min: Unacceptable
(Note: These times will vary depending upon building size and complexity. Check with
your local fire marshal to determine what is acceptable for your hotel.)
Employee Suggestions:
Changes implemented:
Updated training completed on: ___________________
Dear Guest,
While you are staying at our hotel, we will be performing a fire drill. The drill will occur on (insert day
and date here) at approximately (insert time here). Hotel participation in the fire drill helps ensure that
our staff is adequately trained in the event of a fire. Please excuse any inconvenience this may cause you
while staying at our facility. We will make every effort to minimize the impact upon your stay. Your
participation is appreciated but is not required. If you have any questions or concerns, please feel free to
contact me through the hotel operator.
Sincerely,
__________________________
General Manager
To help ensure guest and employee safety, the hotel will be
practicing a fire drill today at (insert time). Your participation
is appreciated but is not required. We apologize for any
inconvenience this might cause. If you have any questions,
please see a member of the hotel staff at the front desk.
Fire Safety
IX-7
Fire Prevention
Flammable Liquids
The use of flammable liquids should be minimized whenever possible. Often, nonflammable
paints and chemicals may be easily substituted. The following should be
required when handling or storing flammable liquids:




when possible.

dicating "NO-SMOKING" and "Caution - Flammable Liquids" should be

conspicuously posted.


storage cabinet.

-20BC fire extinguisher should be installed at the entrance to the area.
Often, the hotel may have a need for the storage of gasoline for yard maintenance, snow
removal and other equipment. When gasoline is required, the amount should be limited
to a maximum of 5 gallons. Gasoline should be stored in an approved safety can. Plastic
and non-rated containers should be avoided.
Laundry
Greasy kitchen rags are a major cause of laundry fires. The presence of grease on
combustible material, in a closed environment creates the potential for spontaneous
combustion. Rag fires usually occur when they are washed at the end of a shift and then
placed in a driver over night. The heat from the dryer begins the combustion process. It
may take several hours of the rags smoldering before full ignition takes place. To prevent
greasy kitchen rag fires from occurring, the following procedures should be implemented:






Since it takes a long time for the combustion process to begin, by washing the rags in the
morning, staff will have ample notice of a problem before a fire can ignite.
Another cause of fire in laundry rooms is a buildup of highly combustible dryer lint. To
prevent this, dryer lint screens should be cleaned at the beginning of each shift.
Secondary traps and filters should be inspected and cleaned on a regular basis.
Fire Safety
IX-8
Laundry & Trash Chutes
To help prevent smoke spread during a fire, the terminus of laundry and trash chutes
should be equipped with a fire rated door and self-closing mechanism. The door should
only be held open with a fusible link to ensure it will close during a fire.
Laundry and trash chute doors located on guest floors should be equipped with fire rated
doors and self-closing/self-latching hardware. The doors should remain closed at all
times to help limit smoke spread. To help prevent unauthorized use or guest injury,
either the chute door or the door leading to the chute area should remain locked at all
times.
Kitchen
Grease, if allowed to accumulate in kitchen hood, creates a significant potential for fire.
Regular maintenance is necessary to limit this hazard. Kitchen hood filters should be
removed and cleaned on a daily basis. The hood and duct system should be
professionally cleaned by a third party on a quarterly basis. Additional cleanings may be
necessary depending on operations.
wn cycle.
Kitchen hoods and ducts should be protected by a full surface extinguishing system. The
system should be inspected on a semi-annual basis.
Many gas lines are equipped with devices which will automatically shut off the flow of
gas in the event the kitchen hood extinguishing system activates. In systems which lack
this feature, the manual gas shut off should be conspicuously labeled and easily
accessible.
Deep fryers should be protected from sources of open flame. The fryer should either be
eighteen inches from all open flame appliances or an eight inch high baffle should be
installed between the fryer and the open flame equipment.
Cooking food should never be left unattended. When the kitchen closes, care should be
taken to ensure all cooking appliances are turned off. Non-kitchen staff should not be
allowed to enter the kitchen or prepare food after the kitchen is closed.
Public Areas
Adequate receptacles for smoking materials should be available and maintained.
Material should not be stored in stairwells or guest corridors.
Smoking Policy
Smoking is the number one cause of accidental fires. For this reason, the hotel should
establish a specific smoking policy. Smoking should be allowed in designated areas
only. This helps to ensure a safe working environment. Employees should be informed
at the time of orientation where the designated smoking areas are and when they may use
them. If the smoking area is outside of the hotel, consideration should be given to
providing the employees with some level of protection from the environment.
Employees should be informed that the smoking policy is not designed to inconvenience
Fire Safety
IX-9
smokers or to isolate them from other employees, rather it has been established to save
lives and property.
A sample Fire Safety Inspection Report is available in the appendix.
Fire Alarm Systems
Early notification of guests and employees to a potential fire is necessary to ensure their
safety. All fire alarms should be reacted to as if they are real and fully investigated.
Alarms both false and actual should be documented in an alarm log along with the date,
time, and cause of the alarm.
The MOD or other designated individual trained in the operation of the fire panel should
inspect the fire panel once per shift to ensure it is operating normally. Trouble alarms,
tamper alarms or other problems indicated on the panel should be investigated
immediately. The panel condition should be documented in a log along with the date,
time and individual inspecting the panel.
If the fire alarm system becomes inoperative, immediately notify the General Manager,
the fire department and the Risk Management Department.
The repair company should be contacted and asked for expedited service. One or more
persons should be given the responsibility for a fire watch that patrols the affected
area(s), and necessary precautions should be taken to maintain the safety of employees
and guests.
When the repairs are completed and have been satisfactorily tested, written certification
from the servicing company of the repairs that were made and that the system was made
fully operational should be obtained and filed.
All aforementioned persons and organizations should be informed of the return to normal
operations.
If local officials of the fire marshal's office inspect the hotel and indicate that additional
fire protection equipment is necessary to comply with the local fire code, please contact
the Loss Prevention Department for assistance.
Fire Safety
IX-10
Smoke Control
Smoke control is essential for saving lives in the event of a fire. In the majority of all
fires, more injuries and deaths occur from smoke inhalation than from the actual fire
itself. Smoke control is accomplished through the concept of compartmentalization. The
following components are important to ensure proper compartmentalization of the hotel:
be equipped with self-closing and self-latching hardware and should not be propped
open.
-closing and self-latching fire
rated doors. Doors should not be propped open.
ncluding pipe chases,
ductwork, cables and conduit should be sealed with an approved fire stopping
material.
Means of Egress
Places of assembly shall have three (3) exits (on opposite ends) for 300 - 1,000 people
and two (2) exits for between 50 and 300 people. All EXITS should be properly
identified and illuminated.
Corridors, stairways and aisles should be free of temporary or permanent blockages such
as chairs, tables, linen, trays, trolleys or trash. To provide illumination in the event of a
power failure, emergency lighting should be available in all meeting and public areas.
Entry and exit doors should not be held open with wedges or latch bolts. If required to
remain open, they should be held open magnetically and close automatically upon
activation of the fire alarm system. Exit doors should not be locked or secured in a way
that could prevent egress at any time. Doors to exit stairs should close and latch
automatically after.
Exits should be clearly labeled. Care should be taken to ensure directional arrows lead to
the exit.
Doors, which may be mistaken for an exit, should be clearly marked "NOT AN EXIT"
or should be marked by a sign indicating its actual use e.g. "STORAGE ROOM" .
Care should be taken to ensure that items such as decorations or furnishings do not impair
the visibility of the exit.
Exit doors should remain free of obstructions and should only be secured through
the use of panic hardware.
Fire Safety
IX-11
Banquets, Meetings & Functions
During banquets, parties and other functions the hotel should consider:
-retardant. Minor decoration materials that are
not flame retardant should not be located near spotlights nor any other possible
ignition sources. Note: Temporary flame-retardancy can be achieved through
chemical treatment.
permitted. Example: Styrofoam.
other combustible materials before an exhibit opens, and no such materials should be
permitted to accumulate.
seats between a wall and an aisle.
it areas during set-up, while the
exhibit is open, and during exhibit breakdown.
combustible materials as a part of the meeting or exhibition.
00 people, the chairs should be fastened to each other to
maintain safe egress.
for chafing dishes, flambé cooking, candle-light dinners etc., shall be prevented by
providing flame-retardant decoration materials, full sprinkler coverage, and fire
detection and alarm systems. Such ignition sources shall be remote from any flame
supporting material.
ned by the
NFPA, should not be permitted. Protected outdoor areas are excluded from this
requirement.
-ups should not obstruct access to exits, electric
panels and fire fighting equipment such as hoses and fire extinguishers.
used in a manner that may present a fire hazard.
ceilings.
ks) within function rooms are not permitted, and their use
outdoors on hotel property should be carefully monitored by specialized professionals
retained for their use.
function areas.
unlocked.
Fire Safety
IX-12
Self Inspection
To assist your safety committee members in conducting inspections of the property, a
Loss Prevention Checklist is provided in the appendix. This checklist should be revised
by individual General Managers to conform to their property requirements.
It is suggested that a different member of the safety committee be requested to complete
this checklist each month and present the results at the safety committee meeting for
discussion.
Fire Safety
IX-13
Maintenance
To help ensure the availability and functionality of life safety equipment, it should be
inspected and tested on a regular schedule in compliance of local codes and brand
standards. The following is a suggested inspection and testing schedule:
Kitchen - Dry or Wet Chemical - 6 Months
Automatic Sprinkler System - 6 Months
Fire Alarm - 6 Months
Fire Pump - 12 Months
Hood & Duct System (cleaning) - 3 Months
Emergency Generator (load test) - 12 Months
Portable Extinguishers - 12 Months
Guest Room Smoke Detectors - 3 Months
All inspections, with the exception of guestroom smoke detectors, should be conducted
by a licensed and insured contractor. Guestroom smoke detectors may be tested inhouse.
Work Orders
To help ensure that prompt attention is given to any life safety issue, and to help maintain
a safe environment for guests and employees, each hotel should have a work order
prioritizing system. This system should designate all life safety work orders so that they
receive immediate priority when scheduling repairs. There are many ways of designating
life safety work orders, such as having life safety work orders be a different color or be
placed into a separate bin. Upon receipt of the work order, the Chief Engineer or their
designee should give immediate attention to the life safety request. These work orders
should take precedence over other maintenance issues.
Fire Safety
IX-14
Sprinklers
Many hotels are equipped with automatic fire sprinkler systems. These systems are
designed to contain a fire until the fire department can respond. Sprinklers operate
individually and are activated by the heat created by a fire. When a sprinkler head reaches
the set temperature, the head opens and water will begin flowing. This will send a signal
to the fire alarm indicating a sprinkler head has activated. Water will continue to flow
until the system is shut off.
If a head malfunctions or if it is damaged by a guest or employee, there is significant
potential for water damage. Selected members of staff and MOD's on all shifts should be
trained how to respond when a head malfunctions. A map of the hotel indicating the
location of sprinkler isolation valves should be posted at the fire panel. Care should be
taken to isolate only the affected section of the system. After a section has been isolated
the procedures outlined in the "Impairments" section of this manual should be
implemented.
Smoke Detectors
Hotels have been provided with smoke detection equipment. There are two basic types of
smoke detectors in use:
The photoelectric detector operates on a simple mechanism, which transmits a beam of
light from one cell to another. As the smoke enters the light chamber, the intensity of the
light beam is reduced. This reduction of light causes the detector to alarm.
The ionization detector operates by ionizing the air in a special chamber. Smoke particles
entering the chamber upset the normal ionization, which results in an alarm condition.
Hotels should be equipped with in-room smoke detectors for the guestrooms. These are
typically “stand alone”, “hardwired” smoke detectors. That is, these smoke detectors
typically only sound a local alarm within the room in which they are located, and they are
connected to the hotel’s electrical system and equipped with a battery back-up.
In addition to guestroom smoke detectors, hotels may also be equipped with “system”
smoke detectors located in the guestroom corridors and throughout the rest of the hotel.
These smoke detectors are connected to the fire alarm panel and will activate a general
alarm throughout the building. They are powered by the alarm system.
Fire Safety
IX-15
Fire Fighting Equipment
Portable Fire Equipment
Fire extinguishers may be designed to work with one or more of these types of fires.
Care should be taken to ensure that the appropriate class of extinguisher is available for
the hazards in each area. The most common extinguisher is the multi-purpose
extinguisher typically these are designed to fight ABC or BC type fires.
Each hotel should have a full complement of fire extinguishers in compliance with local
codes. Extinguishers should be visually checked on a monthly basis to ensure they are in
place and fully charged. Missing or defective extinguishers should be removed and
replaced. Extinguishers should be serviced annually be a third party.
A fire extinguisher can only be as effective as its operator. All employees should be
familiar with the use and operation of the various types of fire extinguishers on the
property.
NOTE: Inverting types of extinguishers and pyrene extinguishers are no longer
approved and should be replaced.
Classification of Fires
There are four classes of fires, based upon the different types of combustible materials.
Class A - Common Combustibles: Paper, cloth, wood and most plastics.
Class B - Flammable Liquids: Grease, paint, oil, solvents, gasoline, etc.
Class C - Electrical: Wiring, appliances, motors. Any energized electrical equipment.
Class D - Combustible Metals: Magnesium, titanium, sodium (because of the
infrequent occurrence of Class D fires in hotels, no further reference will be made to
this type fire).
When to Use A Fire Extinguisher
A fire extinguisher SHOULD NOT be used to fight a fire when:
e fire is spreading rapidly.
An extinguisher SHOULD be used to fight a fire when:
has been called.
individual knows how to use it.
Fire Safety
IX-16
Impairments
Impairments to fire protection equipment are events that either partially or totally disable
the fire protection system or equipment. Impairments may be planned events for the
purpose of maintenance of the fire protection equipment, but are often unplanned. When
impairments are planned, the work to restore the impairment can also be planned for the
shortest possible duration and the hazard associated with the impairment minimized.
Sometimes it is possible to partially restore impairment and minimize the hazard.
The potential for disastrous fires is greater when there are impairments of fire protection
equipment. Whenever an impairment is experienced, it is necessary to compensate for the
loss of the impaired system or equipment with a heightened state of awareness. There are
also certain steps that should be taken to lessen the probability of a fire during this period
of time. These are:



special instructions they will wish you to follow.


hazardous situations and conditions.


operations).


Exit signs, emergency lights, and fire doors; stairwells should be free of combustibles

and obstructions; extinguishers in place and serviced).


a fire alarm system is impaired. Patrols should be made on a maximum interval of one

hour, however thirty-minute intervals are encouraged. A log of the patrols should be

maintained.


continuous, if possible, with a minimum of interruptions until completed.
To prevent the impairment from being forgotten, high visibility tags should be placed on
the impaired equipment. A corresponding reminder should be placed in a conspicuous
location to remind the manager supervising the impairment to restore the condition or
inform the Manager on Duty of the condition before leaving the property. The Risk
Management Department should be notified of all impairments to any life safety system.
Fire Safety
IX-17
Hot Work
Welding, oxyacetylene cutting, grinding, soldering, and other activities that produce
sparks or use flame can increase the likelihood of fires when improperly used.
The principal hazard associated with portable hot work equipment is that it can introduce
ignition sources into random areas of the facility. Heat sufficient to start fires or ignite
combustible materials may come from a number of sources including:





Hot work within the maintenance shop should be limited to areas designed to minimize
the hazards such operations present. To properly control the hazards of portable hot work
equipment, management should establish a comprehensive hot work permit program that
includes the following elements:

nsibility for the program.



NOTE: A cutting, welding or hot work permit should be filled out each time hot work is
conducted, and should be kept available at onsite.
In order to prevent losses, management should appoint a qualified person to closely
supervise the use of all portable cutting, welding, and other hot work equipment. This is
typically the Chief Engineer. Employees and outside contractors should secure a written
permit before beginning hot work. Such a permit system will help ensure that proper
procedures and controls are in place. A blank permit can be obtained from the Risk
Management Department.
The essence of a good hot work permit program is as follows:


examine the location of any proposed work, insist on other methods if conditions

cannot be made safe, and make sure that the precautions listed on the permit are

taken.


work. No work should be allowed without a properly signed permit.

cation continues for more than one shift, a new permit should be issued

for each shift.
Fire Safety
IX-18
Welders and other personnel who might be using hot work equipment should be
instructed in precautions to be taken, and a list of these precautions should be posted in
the maintenance shop, on the equipment, and on the permit. These precautions should
include:


cannot be moved to it.


should be thoroughly checked.

welding, cutting, or other hot work equipment in a

building where sprinklers are out of service.


cannot be moved, they should be protected by metal guards or by flameproof curtains

or covers rather than ordinary tarpaulins.


including residues, until they have been completely cleaned and purged.

have been swept clean and, if

combustible, wet down.


have been tightly covered or otherwise protected with metal guards or flameproof

tarpaulins.

ork until responsible persons have been assigned to watch for

dangerous sparks in the area and on floors above and below.


electrical arc welding equipment.

Since an improperly made ground can be a source of ignition, the ground clamp

should be connected as close to the work as possible so that it may be easily

observed.

bove and below, during any break

in the work, such as lunch or rest periods, and for at least half an hour after the work

has been completed. If the hot work ends near the time of a shift change,

arrangements should be made for the patrols to continue into the next shift.

-purpose extinguisher should be located within 15 feet of all hot

work. An observer should be in over-watch and be prepared to use the extinguisher

in the event of a fire. The observer should remain in over-watch for a minimum of 30

minutes following the completion of the job.


to its storage area.

Fire Safety
IX-19
Guest Emergency Instructions
Evacuation plans should be conspicuously posted in all guestrooms. These notices should
include, but are not necessarily limited to:


r locations.


YOU ARE HERE".

The floor plan should be facing the way a guest would read a plan in their room, so that
the fire exits are in the proper direction (left or right) when a guest leaves the room.
Some of the emergency information to be listed on the floor plan may have to be omitted
due to space limitations and the number of languages required. The guest should be
referred to the Fire Safety booklet or Directory of Services located in the room.
The floor plans located in the public spaces, and back-of-the-house areas, etc. should
show the items listed above. However, they do not have to list the emergency
information other than "USE FIRE EXITS, DO NOT USE ELEVATORS".
Country, state or municipality liability laws pertaining to guest losses may be posted in
each guest room and be incorporated into the same placard as the evacuation plan if
permissible by law.
A reminder for guests to use their dead bolt lock, door viewer and chain or bar.
A reminder for guests to use safe deposit boxes for valuables.
A reminder to secure sliding glass doors before leaving the room and before retiring.
Other information as determined necessary by local circumstances, statutes, regulations
or corporate directives.
In addition, there should be a guest safety information in each room outlining additional
safety and security measures.
X. Health & Safety
Introduction .......................................................................................................................2
Safety Committees.............................................................................................................2
Accident Investigation.......................................................................................................8
First Aid & CPR ..............................................................................................................13
Hot Water .........................................................................................................................15
Legionella .........................................................................................................................15
Food Sanitation................................................................................................................16
Company Sponsored Sports Activities ..........................................................................18
Slip & Fall Injuries..........................................................................................................19
Back Safety.......................................................................................................................20
Kitchen Floor Cleaning Procedures...............................................................................21
OSHA Introduction .........................................................................................................22
Bloodborne Pathogens (29 CFR 1910.1030)..................................................................24
Hazard Communication - HAZCOM (29 CFR 1910.1200).........................................42
Lockout/Tagout (29 CFR 1910.147)...............................................................................51
Asbestos Awareness (29 CFR 1910.1001)......................................................................55
OSHA Record Keeping Requirements Forms 300, 300A & 301.................................59
Personal Protective Equipment (29 CFR 1910.132).....................................................60
Occupational Noise Exposure.........................................................................................62
Ladder s & Platforms.......................................................................................................63
Machinery and Machine Guarding ...............................................................................65
Health & Safety
X-2
Introduction
The General Manager is charged with the responsibility of overseeing the Safety &
Health of employees in the workplace. This duty is met by implementing policies and
procedures designed to:





An effective program will reduce accidents, lost work time and cost while improving
productivity and the health and morale of employees.
One of the General Manager's best tools in meeting this duty is the Safety Committee. A
Safety Committee consisting of management and line level staff can effectively inspect
the hotel, identify safety hazards, conduct accident investigations and organize training.
Safety Committees
Each hotel should maintain a functioning Safety Committee. The purpose of this
committee is to promote safety and security throughout the hotel and to encourage
employees to submit recommendations and suggestions which will improve these
standards as well as the hotel environment.
Responsibilities


follow up to ensure the effectiveness of the corrective actions.



procedures to control or minimize them.

ing reasonable safety and security suggestions, then developing policies and

procedures to address the issues.


risks, and inspection reports. Minutes of these meetings should be taken and kept on file

for review by management and committee members.


campaigns, education, health fairs, etc.
Health & Safety
X-3

training programs for employees.


are in place and operational.

Health & Safety
X-4
Safety Committee Organization
Membership of the Safety Committee should represent all operating departments within the
hotel and include a level of management with the experience and authority to implement
safety and security programs and recommendations.
Membership will vary at each property but the following shall serve as a guide:
General Manager Chairman - responsible for convening and
overseeing the work of the Committee
Resident Manager/Executive Assistant
Manager
Guest and employee evacuation
Chief Engineer and/or Director of Security Fire brigade, property safety (fire exits &
equipment), training of hotel staff, machinery and
equipment safety, fire equipment operation, guest/
employee and property security.
Executive Housekeeper Guestroom safety, room attendants' safety, guest
corridor, storeroom security, FF/E flame resistance,
guest evacuation.
F&B Manager Kitchen safety, food and beverage security, guest
and employee evacuation.
Laundry Manager Laundry safety and employee evacuation.
Human Resources Director Accident records, training.
Front Office
Operations Director
Handicap procedures, occupied rooms, and locations
for guest evacuation
Controller Cash, cash handling and accounting record security
Secretary Record and maintain minutes of meetings.
Employee Representatives Advise on employee safety and security problems or
issues
Loss Prevention Consultant Provide advice and make property inspections
Health & Safety
X-5
The committee should be made up of a representative from each department and meet at
least once a month. Accurate minutes for review by insurance and government agencies
should be kept of each meeting. The committee minutes should contain:




commendations and planned action.

Education
Outside speakers for committee meetings can be very informative and can keep the
meetings from becoming repetitious and poorly attended. Suggested sources for speakers at
meetings are:





In addition, since every hotel employee should act as an integral part of the hotel's Loss
Prevention Program. All employees should be given a thorough orientation in Loss
Prevention at the time they are hired and should be regularly exposed to an ongoing Loss
Prevention educational program throughout the term of their employment, i.e. monthly
fire drills, fire extinguisher training, observation, etc. Such continuing educational
programs can occur in conjunction with departmental staff meetings, such as showing
loss prevention videos. Records of attendance and minutes of such meetings should be
maintained for possible future use.
Hotel Self Inspection
To assist your Safety Committee members in conducting inspections of the property,
sample self inspection checklists are included in the appendix. These checklists may be
revised to conform to individual property requirements.
It is suggested that a different member of the Safety Committee be requested to complete
this checklist each month and present the results at the Safety Committee meeting for
discussion.
Reports and Projects
A brief description should be provided of any safety-related activities, such as
distribution of safety handout materials, showing of films, use of guest speakers, or the
assignment of a special project that took place during the month at the hotel.
Health & Safety
X-6
Safety Committee Meeting Minutes
Meeting minutes should be documented and filed. Outstanding items should be addressed
at the next meeting. Sample Safety Committee meeting minutes are included on the
following page.
Hotels should forward copies of the Loss Prevention Minutes to their Loss Prevention
Consultant via email or fax at 770-604-2635.
Loss Prevention Support
The Loss Prevention Department can provide the hotel's Safety Committee chairman with
instruction, literature, and leadership for "mini" seminars so the Safety Committee can
share ideas and experiences from other hotels. The Safety Committee can then hold
periodic meetings with individual groups of employees to discuss problem areas at the
hotel, or to train them in areas such as first aid or emergency lifesaving techniques.
Health & Safety
X-7
Sample
Safety Committee Minutes
Date: Month, day and year
Member s Present: List the names of all members present.
Member s Absent: List the names of all members absent.
Outstanding Recommendations:
Record the status of all previous recommendations reviewed at the meeting, using the
number assigned to each issue discussed.
NOTE: All new recommendations should be given a number according to the
month and the sequence in which they were initially discussed. For example, #3-2 would
refer to the second recommendation brought up in March.
The minutes should record the progress made on a recommendation at each meeting until
some final action is taken.
Example:
1-4 Completed.
2-6 Capital funds needed. Will be put in next year's budget.
3-1 General Manager is to review with the district director. Results will be reported at
next month's meeting.
Review of Loss and Incident Reports:
The committee should review all accidents that have occurred since the last meeting. Each
incident should be reviewed to determine its likely cause and to initiate corrective action
and/or employee training in order to prevent a similar accident. If no incidents have been
reported this should be indicated.
New Recommendations:
All new recommendations for the month should be listed here using the numbering system
described above in the "Note." Give a brief description and include the name and title of
the person or department to whom a responsibility was assigned.
Example:
4-1 Water on kitchen floor from broken ice machine. Engineering will repair.
4-2 Malfunctioning manual pull station on 2nd floor west end exit. General Manager
has called alarm service to repair.
4-3 Front desk personnel responded to electrical fire drill with a water-type fire
extinguisher and switchboard operator did not follow established emergency
procedures. Front desk manager is to retrain front desk staff in proper use of fire
extinguishers and discuss emergency procedures.
Health & Safety
X-8
Accident Investigation
Introduction
Guest & employee accidents can have a significant impact on hotel operations. It drives
up the cost of conducting business through increased premiums, labor costs and
equipment costs. They can also have a negative impact on business through bad press,
disappointed guests and development of a poor reputation.
The failure of people, equipment, supplies, or surroundings to behave or react as expected
causes the majority of all accidents. Accident investigations determine how and why
these failures occur, and provide potential solutions to prevent a recurrence.
Accident investigations should always be conducted with accident prevention in mind,
not to place blame. The primary goal of the investigation should be to determine the
Proximate Cause(s) of the accident. The proximate cause is considered to be the root
action, situation or environment that brought about the event.
An accident is any unplanned event that results in personal injury to a guest or to an
employee, or in property damage to the hotel or to hotel property. All accidents should
be investigated regardless of the extent of injury or damage. Performing accident
investigations is essential to determining what happened and what can be done to prevent
a similar accident from occurring in the future. The accident investigation form may also
be important in defending the hotel against future litigation.
Proximate Cause
Accidents can be complex and may be the result of a number of events or factors. All of
these events could be causes for the accident. When an accident occurs, it is usually the
result of one or more unsafe acts or unsafe conditions.
Unsafe Acts
Unsafe acts could be the result of unsafe work habits, insufficient training, poor decision
making, or personal, environmental, or other factors. If an investigation determines that
the accident was the result of an unsafe act, steps should be taken to prevent the act or
actions from recurring. This could require additional staff training or changes in work
procedures.
Unsafe Conditions
Unsafe Conditions could include deteriorated or damaged surfaces, broken machinery,
missing guards, unlabeled chemical containers, lack of signage, wet or slippery walking
surfaces.
In the event the accident was the result of an unsafe condition, a physical change or
change in procedure may be required. This could include the repair or replacement of
damaged equipment or deteriorated walking surfaces, the installation of additional
lighting or handrails, or procedural changes to prevent the unsafe condition from
developing.
Health & Safety
X-9
Trends
It is also important to determine what type of accident has occurred, i.e. slip and fall, cut,
contusion, back strain, muscle strain, etc. This is necessary to identify trends in order to
help prevent recurring accidents.
Additional factors include the location and type of accident. Trends may be discovered
by reviewing accidents that occur in a specific location or as the result of a specific job
function. Identifying trends can help to minimize the risk of repeat accidents and create a
safer working environment for all hotel employees and a safer place to stay for guests.
Investigation Procedures
The actual investigative procedures used in a particular investigation depend upon the
nature and the outcome of the accident. The general manager or the manager on duty
should always be alerted to the situation. At that time, they will appoint someone
(generally the MOD, Director of Security, Chief Engineer, or Safety Committee
Chairman) to perform an accident investigation. The following procedures should be
followed when conducting an investigation.
Accident Site


unless a hazard exists.

to guests, employees or the property

should be corrected in a safe and timely manner.


involved in the accident or witnesses should not be photographed. Each photo and

sketch should be carefully labeled and accurately represent the conditions after the

accident occurred.


accident. For example, what was the source of the water that led to the slip & fall.


employees or guests. All statements should be voluntary.
Statements
In general, statements should be written by the person giving the statement. If needed, a
statement can be written or typed by the interviewer as long as the person giving the
statement signs each page indicating the statement as a whole is accurate.


itness on a master chart (including the direction of

view).


immediately following the event or at some other time.

ion).



Health & Safety

X-10


that it is accurate and as intended.




he witness to describe each observation. Do not

"put words into a witness' mouth."



experience, etc.).
You may supply each witness with a copy of his or her statement. Request that the
witness signs a copy of their statement.
Written statements should not be obtained until all appropriate medical care has been
provided and the individual is agreeable to being interviewed. If a victim or a witness
will not provide a statement, record that the individual refuses to provide a statement. If
a victim or a witness cannot provide a statement, be sure to inform them that they will be
contacted soon and asked to provide a statement.
After interviewing all witnesses, the investigator should analyze each witness' statement.
You may wish to re-interview one or more witnesses to confirm or clarify key points.
While there may be inconsistencies in witnesses' statements, you should assemble the
available testimony into a logical order. Analyze this information along with data from
the accident site.
Documentation
As soon as possible, the accident investigation form should be completed. The form
should include the following:


description of the injuries/damages, what occurred, and a description of the accident

scene).


at leading up to and including the accident.



the event.

Additional documentation which may be helpful to your investigation could include the

following:


as well as the

accident site, work orders, or reports of difficulties or abnormalities.
A sample Accident Investigation form is included in the appendix.
Health & Safety
X-11
Analyze
Use the information obtained to determine:

ar at the time of the accident



Review past Accident Investigation reports to determine if the event in question may be
part of a trend.
Include in the summary all recommended actions to prevent a recurrence of any similar
accident. The report should be distributed to the General Manager, the MOD, and the
Safety Committee. The report should not be released to anyone outside of the company
without the permission of the legal department.
Suggested Investigation Tools








flashlight.
Sequence of events
The following are the suggested actions that should be taken when an accident occurs.




s.

-800-747
5648) within 24 hours of the event or knowledge of the event.



istribute the accident investigation report to General Manager, MOD, Safety

Committee, and affected department heads.


employees or death of employee occurs.

ate corrective actions to prevent a recurrence.
Health & Safety
Accident Investigation Checklist
Upon Notification of an Accident





- If necessary:







otect the evidence.


Post Accident



- Sign and date (both long distance and close-up photos).

ondition of the scene (check position and condition of tools, equipment,

furniture, layout, etc.).



records, etc. (MOD log, Security reports, key logs,

audit packs, etc.)



trolled substances (to be determined via

post-accident drug testing for CMH employees).


- include dimensions.

nt (1-800-747-5648)


required corrective actions.


MOD, Safety Committee, and all affected department heads.


Health & Safety
X-13
First Aid & CPR
At least one employee on each shift should be trained and certified to render first aid and
CPR. The American Red Cross offers classes in first aid training at little or no cost. In
addition, group-training classes can be held for employees by various public safety
organizations. The American Red Cross will also provide instructional posters covering
various emergencies, which the average employee could be asked to handle.
Each hotel should have first aid kits available in the front desk area, the restaurant area, and
the housekeeping area. The kit should contain an adequate supply of the following
materials:


-tipped applicators



-wrapped adhesive dressing



lls, 1" wide



The hotel should contact the American Red Cross for a complete listing of materials.
Improper first aid treatment can, at times, do more harm than good. Some of the most
common mistakes made in first aid are:


injured person should never be moved without adequate help, and then only after all

suspected fractures have been splinted.

a person injured by electric shock without first disconnecting the current.


increase the chance of infection.

r for 15 minutes after contact

with an irritating chemical.

-conscious or unconscious person.

-up first aid with other medical attention when the situation calls for it;

for example, when there is a puncture or eye wound or possible fracture.



These substances may irritate the skin or cause allergic reaction. Mild soap and water is

the best and safest cleanser for first aid.



First aid is just that -- the first assistance that is given an accident victim. Only a qualified

person should administer first aid. If the situation dictates, call an ambulance or a physician

as quickly as possible so professional attention can be given.
Health & Safety
X-15
Hot Water
The hot water temperatures for guest and public use should be closely monitored to
prevent accidental scalding. Boilers and hot water heaters should be set so that the
maximum water temperature at the room or faucet closest to the source does not exceed
125 degrees Fahrenheit. Boilers should be checked regularly to ensure the proper
temperatures are being maintained. Guest use water should be checked periodically to
ensure appropriate temperatures are maintained.
Legionella
Legionnaires' disease is a type of pneumonia that is caused by Legionella, a bacterium
found primarily in warm water environments. Both the disease and the bacterium were
discovered following an outbreak traced to a 1976 American Legion convention in
Philadelphia. Pontiac fever, a flu-like illness, is also caused by Legionella organisms
(legionellae), but is not as serious as Legionnaires' disease. Most people who get Pontiac
fever recover within five days, without having to be hospitalized. Legionnaire's Disease
is more common than previously thought.
Legionella can be found in stagnant and unsanitized water sources. This could include
decorative water fountains, pools/ponds and standing water. Legionella has also been
found in improperly maintained swimming pools and whirlpools. The growth of
Legionella and other bacteria can be controlled by maintaining a minimum of 1-PPM
chlorine (2-PPM Bromine). Water which is not sanitized can become an attractive
medium for growth. The appearance of algae or other growth should be a warning sign
for the potential presence of Legionella.
In hotels, which have cooling towers be sure that the water is treated with a bactericide or
disinfectant which is effective on bacteriological agents. To prevent the growth of
harmful bacteria and algae, the water for the cooling towers should be treated on a
continuous basis. Where this is not possible, intermittent use is necessary. At a minimum
in clean systems or where clean potable water is used for makeup, a level of 1-PPM
chlorine should be maintained for a minimum of one hour each day. System cleanliness
and the effectiveness of disinfection controls should be checked regularly by visual
inspection as well as through testing of the water. The Cooling Tower Institute reports
that chlorine levels of 3-5 PPM will control bacteria/microbial growth and algae without
causing corrosion. Water samples should be tested for bacteria/microbial growth on at
least a monthly basis. When test results show greater than 100 CFU/ml of Legionella or
in systems which are dirty, sit stagnant or use reclaimed wastewater as makeup, a
chlorine level of at least 5 PPM must be maintained for a minimum of 6 hours to ensure
disinfection.
Health & Safety
X-16
Food Sanitation
To prevent the spread of food poisoning, do the following:



assign them to other duties.

ase, or who have been in contact with an

infected individual, should be examined and treated if necessary.



skin lesions or infections should not work around food.




preparation surfaces with HOT soap and water. Do not use food preparation utensils

to serve cooked food.




canned food.
Food supplies may become contaminated by improper handling and storage procedures.
Procedures should be followed closely on receipt, storage and preparation of food to
reduce the possibility of contamination.
Refrigerated Walk-in and Reach-in Box Temperatures
The importance of keeping foods at the right temperature cannot be over stressed.
Bacteria growth is ever present and foods stored at the wrong temperature can cause
considerable sickness.
Health & Safety
X-17
Refer to the chart below for specific walk-in cooler temperatures. Alarms may be
installed on each cooler so that if the temperature rises above the following, an alarm will
sound:
Temperatures
oFoC
Guest Room Hot Water
Laundry Hot Water
Kitchen Hot Water
Final Dishwater Rinse
Reach-in, Walk-in Freezers
Poultry
Meat
Fish
Ice Cream
Reach-in, Walk-in Coolers
Vegetables
Meat
Poultry
Fish
Dairy
White Wine Coolers
Beer Coolers
125
140
140
180
000 23 to 15
36
36
36
36
36
50
46
49
60
60
82
-18
-18
-18
-10 to +5
22222
10
8
Self Inspection
A sample Food and Beverage Inspection Report is included in the appendix.
Health & Safety
X-18
Company Sponsored Sports Activities
Company sponsored sporting events are often utilized for team and morale building
purposes. A problem can arise when an employee is injured. When selecting an activity,
consideration should be given as to the likelihood of that activity resulting in an employee
injury. Participation in activities which could likely result in an injury should be
voluntary.
When planning an activity, the hotel should contact the Risk Management Department to
determine coverage and benefit issues. Due to the possibility of injury, participants should
be required to complete a release of liability when allowed by law.
A sample release form is provided in the appendix.
Health & Safety
X-19
Slip & Fall Injuries
Slips, trips and falls are a leading cause of employee and guest injuries. These accidents
are serious and can often result in debilitating injuries. A fall may occur due to the
presence of a trip hazard, slick surface, or human error. Although hotels can not address
human error, they do have the ability to address trip hazards and slippery surfaces.
Proper footwear is important to prevent these types of injuries. A normal shoe may have
a coefficient of friction (CoF) of 0.2 when wet. A slip resistant shoe has a coefficient of
friction of 0.6 when wet. This means a slip resistant shoe has 300% more slip resistance
than an ordinary shoe. To encourage use of safe footwear, consideration should be given
to sharing the cost with the employees, making it part of the required uniform and
providing a payroll deduction program for employees.
Training
As with most safety issues, training is a key component of slip, trip and fall prevention.
Employees should be informed of their responsibilities and the steps they should take to
minimize these hazards. This should include:








by any hazards, rather to take ownership of them.

Areas of special concern involve changes in elevation. Specific items include:




lighting


In areas where steps or landings separate levels, care should be taken to ensure that they
are readily visible to guests and employees. The material covering these areas should be
designed with a color or pattern that is different than the area above and below them. In
carpeted areas, this may be accomplished by the installation of contrasting color inlays on
the leading edge of the top and bottom steps.
Guestroom tubs represent a large number of all slip, trip and fall injuries. In light of this,
there are some basic guidelines which should be followed including training employees
to:


Health & Safety
X-20




To prevent trip and fall injuries, keep housekeeping and engineering carts out of the
center of the corridors. Tape down electrical cords when possible. Clean up all spills and
report any leaks to your supervisor. Take personal responsibility, the injury you prevent
may be yours.
Grab/Balance Bars
Grab bars designed to assist guests when using hotel facilities should be designed and
installed to support a minimum load of 250 pounds. Grab bars should be inspected
regularly to ensure that they have not become loose or damaged.
Engineering & Maintenance
When renovating flooring, only materials with a minimum CoF rating or 0.6 should be
used. When an area appears or is reported to be slick, an evaluation of the surface should
be completed. Often slick areas may be the result of a build up of grease, dirt or other
material. The solution may simply be to thoroughly clean the area. If the area is clean,
and remains slick especially when wet, other measures may need to be taken. This could
include finding a way to remove the source of the water, replacing the material, the use of
mats or a chemical treatment.
Back Safety
Overexertion & lifting are major causes of employee injuries and lost workdays. Serious
back injuries can result in permanent disability. Back injuries are preventable. The most
important component of back safety is employee training. Employees who will be
required to lift heavy objects, or lift light objects repeatedly should be trained in proper
lifting techniques. These include:

-planning their lift






ts over their heads



For assistance in implementing a back safety program contact the Loss Prevention
Department.
Health & Safety
X-21
Kitchen Floor Cleaning Procedures
Slips and falls in the kitchen are a major cause of employee injury in the hospitality
industry. They typically occur as a result of a slick walking surface. Often this may be due
to untimely or insufficient cleaning efforts or as the result of spilled grease or liquids. To
reduce the number of accidents in the kitchen, certain procedures should be followed to
keep kitchen floors clean and dry.
Falls also may occur when employees wear improper footwear. Employees working in the
kitchen should be required to wear a slip resistant shoe as part of their uniform. Slip
resistant shoes often have soles which are many times more slip resistant than normal
shoes.
The kitchen manager or supervisor should make sure all floor-cleaning procedures are
followed. Employees should be assigned the task of cleaning the kitchen floor at least two
times per shift. In addition, they may be required to conduct spot cleaning.
All employees should be instructed to clean up accidental spills of liquids and solids
immediately. The employee discovering, or responsible for a spill should be responsible for
cleaning it up.
Procedures
The following procedures are suggested as an effective method of cleaning kitchen floor
surfaces:


slippery or being cleaned.


rpose cleaner

and/or a degreaser with hot, clean water. Follow the manufacturer's instructions in

mixing the cleaner and water. Laundry detergent and other cleaners which leave a

residue should not be used.

e with a clean mop. A string mop is

recommended for the best results.

-to-side motion of the mop.


tes to allow it to cut through the

dirt and grease.




he water should be changed whenever it becomes soiled or cool.



week.
Health & Safety
X-22
OSHA Introduction
The following guidelines have been taken from the United States of America
Occupational Safety and Health Administration's (OSHA) Standards.
These are considered the minimum standards for all JANKO HOSPITALITY LLC
properties regardless of their location.
Hotels should comply with all country, state, and municipal laws or regulations that
govern occupational safety in the workplace. These laws vary throughout the world.
General Duty Clause
"Each employer shall furnish to each of his employees, employment and a place of
employment which are free from recognized hazards that are causing or are likely to
cause death or serious physical harm to his employees"
Contacting OSHA
In the event a work related accident or illness results in the death of one or more
employees or the hospitalization of three or more employees, the General Manager is
charged in seeing that the OSHA office having jurisdiction is contacted within 8-hours of
the event. The number for the local OSHA office may be contacted by calling 800-321OSHA
OSHA Inspections
OSHA inspectors are granted authority from the federal government to inspect all
business locations under their jurisdiction. An inspection may occur as a result of an
employee complaint, workplace accident, high workers compensation modification
ration, or random selection. Contact the Loss Prevention Department as soon as possible
after receiving notice of an inspection.
The following are recommendations for all General Managers when a Health & Safety
Inspector arrives on the property to conduct a Safety Assessment and/or Inspection:


interview.


rson should be someone qualified to

answer questions about the business' Safety & Health program and/or equipment,

machinery and be able to obtain documents as requested. The Chief Engineer, Risk

Manager and Training Manager would be good prospects.

he inspection is being made as a result of a complaint, try to limit the inspection to

the area involving the complaint.


spection.


on, and should document and photograph the area.
Health & Safety
X-23


inspected at the time of inspection.


during inspection.

The Escort is to document what employees are interviewed and what questions were

asked of the employee by the inspector.

ment all changes made by the Inspector with photographs.



and, if possible, set a time for corrections.
If an inspection lasts for more than one day, most likely fines will increase. Ensure that
employees are trained in proper responses to give when interviewed by a Health & Safety
Inspector. All interactions with a Health & Safety Inspector should be pleasant and
cordial.
If you are cited for a safety violation, contact the Law Department within 1 business day.
Health & Safety
X-24
Bloodborne Pathogens (29 CFR 1910.1030)
Federal regulations governing Occupational Safety and Health have been amended to
encompass the management of employee exposure to Bloodborne Pathogens (Title #29
CFR 19 10.1030) in all occupations, not just the health care industry.
To ensure compliance with the Bloodborne Pathogens (BBP) Standard, it is mandatory
that hotels develop an exposure control plan. The plan is designed to protect all
employees who may be exposed to blood or other potentially infectious materials in the
workplace. These typically include room attendants, laundry workers, house-persons,
engineers, MOD's and first aid providers. Through proper planning, training and the use
of proper procedures, the number of employees exposed to these hazards can be kept to a
minimum.
This guide includes discussions of the following:


mple hotel exposure plan.





BIOHAZARD.

and decontamination of equipment.


How to use this material
The enclosed exposure control plan may be reviewed and modified to meet your hotel's
needs. The following information should be included to make your written exposure
control plan complete.
A title sheet should be added with the hotel's name and the person who has overall
responsibility for the program. We would suggest this be the Safety Committee
chairperson since the Safety Committee should have a major role in the development of
this program.
The person with the responsibility for chemicals being used and decontamination
procedures should be listed in the written program.
Department heads and supervisors will have a role in training and keeping employees
informed of hazards and procedures. This should be documented by names and titles
whenever training occurs.
Health & Safety
X-25
The method for issuing personal protective equipment to employees should be included
in the written plan.
The exact method to dispose of contaminated sharps and equipment should be included in
the written plan.
Definitions
It is important for the employees to understand the material provided in this program.
The following terms will be used repeatedly throughout this manual. You may make
copies of this section and provide them to the employees as a training aid.
BIOHAZARD Container- the containers and labels used to dispose of contaminated
equipment. These containers will be labeled BIOHAZARD and will be fluorescent
orange or orange-red in color.
Bloodborne Pathogens - microorganisms found in human blood and other body fluids
that can cause disease.
Contaminated - the presence or possible presence of blood or other potentially infectious
material on an item or surface.
Contaminated Laundry - laundry that has been soiled with blood or other potentially
infectious material or laundry that contains sharps.
Decontamination - the washing and use of chemicals to remove or destroy Bloodborne
pathogens.
Engineering Controls - controls designed to remove the exposures from the workplace.
They are designed to attempt to eliminate the hazards. This is the preferred method of
control and should be used whenever possible.
Exposure Control Plan - the hotel's written plan which describes the procedures being
used to train and protect the employees from Bloodborne pathogens.
Exposure Determination - the hotel's list of job functions and employees who may have
an occupational exposure to Bloodborne pathogens.
Exposure Incident - an incident where an employee has had contact with blood or other
infectious material that results from performance of their job duties.
HBV - Hepatitis B Virus.
HIV - Human Immunedeficiency Virus.
Handwashing Facilities - any location within the hotel that has an adequate supply of
running water, soap, single use towels or hot air drying machines.
Health & Safety
X-26
Hazard Reduction - the hotel will be reviewing hazards on a continuous basis in order to
train and keep employees informed of those hazards.
Licensed Healthcare Professional - a person legally permitted to give Hepatitis B
vaccinations and post exposure evaluation and follow up. For our purposes this is a
doctor or registered nurse.
Personal Protective Equipment (PPE) - special clothing and equipment worn by the
employee for protection against a hazard.
Red Bags or Red Containers - BIOHAZARD containers used to store and dispose of
contaminated laundry and bedding.
Sharps - anything that can cause a puncture wound and expose employees to blood. The
most commonly encountered sharps are hypodermic needles.
Univer sal Precautions - an approach used to help reduce exposure to HIV, HBV and
other Bloodborne pathogens. It is a precaution set up to treat all human blood and body
fluids as infectious.
Video
After reviewing the above definitions and information with employees you should
consider showing them the first section of the safety orientation video which covers
Bloodborne Pathogens or any similar BBP training video. These videos contain basic
information and procedures for employees and also reviews important points for
protection. It will assist in simplifying information provided on the subject but it should
not replace actual training. After the video, the employees should be encouraged to ask
questions.
Hotel's Exposure Plan
A sample written exposure control plan is included with this section. This is a general
guide and your hotel will have to make modifications so that the information applies to
your hotel’s needs. During training, the employees should be given a copy of this written
plan or made aware of where it will be available for review. It is a good idea to allow the
employees to have input into the development of your specific program because they are
“on the front lines”. This will give them a sense of participation as well as providing
them feedback on their concerns.
Exposures
The program leader should emphasize the following during training with employees and
these should be included as part of the written control plan.


the heading Employee Exposures. The hotel will have to add the specifics of how the
employees will be informed of the exposures. This includes training for new
employees, employees who transfer into different departments, and how they will
kept informed of changes to the program.
Health & Safety
X-27


their exposures and the procedures for how this will be done. The exposure
determination sheets should be used and explained to the employee. You should
identify the most common hazards associated with performing their jobs and list them
on the exposure sheets. Some of the more common exposures are included with this
program. It is designed so that you only need to add the names, department and jobs
to the sheet. However, all jobs should be looked at carefully to identify other
potential exposures.


aid. They should be trained in how to use first aid equipment and how to protect
themselves. These individuals should be identified to the hotel staff. It should be
made clear however that we are not in the business of health care and those
individuals trained in basic first aid are not medical professionals.
Hazard Reduction
You should always look for engineering controls to eliminate hazards whenever possible.
However, it is understood that this cannot be done for every exposure and many of the
exposures in a hotel will be the type that can not be engineered out. Many of these
exposures exist because of guest's actions or simple accidents. Therefore, you should
place heavy emphasis on prevention. Basic precautions should be emphasized during the
training of employees. Many of these precautions are included here.
potentially contaminated sharps. It is recommended that the employee contact their
supervisor, who will dispose of any sharps by following the hotel’s established
procedures.


container should be picked up and dumped.


check it for sharps, blood or other potentially infectious materials before handling.

, face and eye

protection will be given to employees who are exposed to contaminates. The hotel

will furnish these at no cost to employees. As they are issued, employees will be

instructed as to what they will protect against and how they are to be cleaned and

disposed of if it becomes necessary. The hotel should obtain this information from

the manufacturer and follow their instructions (a list of suppliers are included with

this outline). This equipment must be available to housekeeping and laundry

employees. Laundry employees should wear them while handling potentially

contaminated linens.


will be immediately replaced. This includes cracked, peeling, torn, punctured or

otherwise damaged PPE.


they have been exposed to any contaminants.
Health & Safety
X-28
BIOHAZARD containers.
item should be cleaned up using a broom and dust pan or mop if needed.
their hands.
These are just some of the basic procedures that should be reviewed as part of the control
plan and training for employees. The hotel should evaluate their own specific jobs and
circumstances to add to this plan where needed.
Handwashing
Employees should wash their hands immediately after removal of gloves or PPE. They
should wash areas which came in contact with blood or other potentially infectious
material immediately with soap and water.
Disposal of contaminated sheets, linens and bedding
Employees should not touch or handle contaminated sharps. Small items like hypodermic
needles and syringes should be picked up with tongs and placed in a “sharps container”.
Sharps should never be placed in trash containers or any other container that isn't
puncture resistant.
Soiled linens and bedding should not be sorted in the guest rooms. Linens and bedding
should be handled with protective gloves and placed in BIOHAZARD bags. If they are
to be washed at the hotel, only trained employees should handle the contaminated
laundry. These employees should be provided with gloves, aprons, and masks as needed.
The red bag should not be re-used. It should be disposed of as hazardous waste. Linens
and bedding should be washed with a disinfectant. Material that can not be cleaned
should be disposed of as hazardous waste.
Cleaning and decontamination
Bleach and water will decontaminate most of the equipment found in the hotels. This is
the preferred method for decontamination because it doesn't expose the employee to
harsh chemicals and they are readily available. It is important to be sure that all of the
hazard is removed and there are no residues left on the equipment. PPE should always be
used while cleaning and decontaminating equipment.
Hepatitis B Vaccinations
This section was originally written by OSHA to apply to the Health Care industry and
those professionals exposed due to their health care occupation. However, if it has been
determined that employees have been exposed to Hepatitis B, you must make available to
the employee the Hepatitis B vaccination series. There must also be a post-exposure
follow-ups for all employees who have had an exposure incident. You must make sure
that the medical evaluations and procedures including the Hepatitis B vaccination series
and post-exposure evaluation are: Made available to the employee at no cost; Made
available to the employee at a reasonable time and place; Performed by or under the
supervision of a licensed physician or by or under the supervision of another licensed
Health & Safety
X-29
healthcare professional. If the employee declines to receive the vaccination after an
exposure incident, that employee should sign the declination form provided in the
appendix. If the employee decides at a later date to then receive the Hepatitis B
vaccination, you must make it available at that time. If there is an exposure incident, the
Hepatitis B vaccination should be given immediately. It should be your goal never to be
in a situation where you must give the Hepatitis B vaccination due to an exposure
incident. Through proper engineering controls, training, education, and the use of PPEs,
exposure incidents can be avoided.
All first aid providers who render assistance in any situation involving the presence of
blood or other potentially infectious materials, regardless of whether a specific exposure
incident occurs, should be offered the full Hepatitis B immunization series no later than
24 hours following the incident. In order for this to apply, there must be first aid
procedures in place. These procedures include:
Standards.
Post Exposure Procedures
If an exposure incident occurs as mentioned above, the hotel should offer the Hepatitis B
vaccine as well as a post exposure evaluation and follow up. Any medical care required
or received by the employee due to the exposure incident must be provided at no cost to
the employee.
The hotel must offer and allow the employee to receive the treatment at a convenient time
and place for the employee. Typically this means it will be offered during normal
working hours. If there are travel expenses associated with the treatment, the hotel must
bear the cost for this as well.
The following procedures must also be followed after an exposure incident:
facts surrounding the cause of the incident and what corrective action will be taken to
prevent it from happening again. Be sure to indicate whether or not the employee was
wearing PPEs at the time of the exposure incident. The use of PPEs must be stressed
heavily during training. If it is determined that the employee was not wearing PPE,
you must indicate why it was not used, what is the likelihood of this happening again,
and what can be done to make sure the employee uses PPEs in the future.
guest room we should identify the guest (or the last person who had the room in cases
of checkout) and discuss the incident with them. If you are not able to identify the
person responsible, then you should state what steps you took in your attempts to
identify this person.
Health & Safety
X-30
test. If they refuse, this should be documented in your incident report.
to the exposed employee. However, the employer is not authorized under law to be
informed of the results of the blood test. The licensed healthcare professional is only
required to give this information to the employee.
blood collection following the incident to decide to test for HIV. The collected blood
should be preserved for at least 90 days following its collection if the employee is not
immediately tested for HIV following the incident.
professional within 15 days of the incident on the status of the Hepatitis B vaccination
and whether the vaccination was completed. The health care professional should
indicate that a post exposure evaluation was performed on the exposed employee and
the employee was informed of the results along with any medical conditions resulting
from the exposure. This report should also state if there is further evaluation or
treatment required. It is not necessary to state what treatment or evaluation is needed,
only that more is required.
Recordkeeping Procedures
An employee training sign off form is included in the appendix and as training is
completed, each employee should sign the form documenting this training. These should
be kept in a manner that is readily available for review. It is suggested these be kept in
the employee's personnel file, in each department, and a master list kept of all employees
who have received this training. This will ensure records can be obtained when needed.
All employees should receive retraining within one year of their initial training and
each year thereafter . Training records must be maintained for three years. The medical
records of employees must be kept for the duration of their employment plus 30 years.
OSHA’s Needlestick Safety and Prevention Act – With the enacting of the Needlestick
Safety and Prevention Act on April 18, 2001, OSHA has now established new
recordkeeping requirements for needlestick injuries. The recordkeeping requirements
state that:
“The employer shall establish and maintain a sharps injury log for the recording of
percutaneous injuries from contaminated sharps. The information in the sharps injury log
shall be recorded and maintained in such manner as to protect the confidentiality of the
injured employee. The sharps injury log shall contain, at a minimum: (A) The type and
brand of device involved in the incident, (B) the department or work area where the
exposure incident occurred, and (C) an explanation of how the incident occurred.”
In addition, the log should contain enough information to allow for the identification of
the device, location, and circumstances surrounding an exposure incident, without
compromising the privacy of the individual.
From a practical stance, each hotel should maintain a log of all needlestick injuries. The
log should identify each person with a separate, unrecognizable ID. This ID should
correspond to the employee’s file for this incident, which will contain all personal
information. The log should also identify the type of device (i.e. hypodermic needle,
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etc.), the brand of device (if known), the location of the incident (i.e. guestroom, laundry
room, etc.), and a brief description of the accident (i.e. employee reached into garbage
can and was pricked by needle, etc.).
The new OSHA worker’s injury forms (OSHA forms 300, 300A and 301) can be
effectively used as the required log, as long as the brand name of the needlestick device is
recorded on the form. In fact, all needlestick injuries should be included on the new
forms, so it may be advantageous for the hotel to use those forms, rather than create a
separate needlestick log.
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SAMPLE
Bloodborne Pathogens
Written Exposure Control Plan
Purpose: This section contains the hotel's written procedures for developing a program
to reduce health risks due to exposures from blood and other infectious materials. The
program includes the following information:






EMPLOYEE EXPOSURES:
Due to the nature of most jobs in a hotel there is a potential for exposure to blood and
other infectious material. There should be an ongoing evaluation of each job function to
identify tasks and work methods that could result in exposures to Bloodborne pathogens.
The hotel should use the Univer sal Precaution approach to reduce the risks associated
with Bloodborne pathogens. The evaluations should include:
1. An incident report completed for all exposure incidents. The supervisor or department
head should be notified whenever an exposure incident has occurred. This individual
will then need to complete an investigation. The investigation and subsequent report
should be completed on the same day of the incident. Immediate corrective action and
decontamination procedures will be implemented if it is determined that the exposure
is still present and poses a hazard to other employees.
2. Copies of the incident and the investigation report will be sent to the safety committee
for review. They will examine the exposures and determine if other corrective action
is needed. If necessary, a special safety committee meeting will be called to review
the incident. The main purpose of the committee review is to ensure that additional
corrective action isn't being overlooked and to help develop training programs when
more training is needed. However, in no case should corrective action be delayed for
a committee review when other employees are exposed to a hazard.
3. If additional corrective action or training programs are needed, the safety committee
should develop an action plan that describes what will be done. If you have trouble
with this you may contact the Loss Prevention Department for assistance. The action
plan should include personnel responsibilities and time frames for each action that is
to be completed. Before issuing the plan, the Safety Committee Chairperson will need
to take it to the General Manager for approval. The Safety Committee Chairperson
will have the responsibility to see that the action plan is completed and implemented
correctly. The results and status will be discussed in each meeting until all actions are
completed.
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4. If an incident occurs because of a failure to provide or use the proper PPE, the reason
for the failure will need to be determined. If additional PPE is required, it should be
provided as quickly as the item can be purchased and delivered.
5. All employees should receive training on proper procedures for handling and disposal
of needles and linens which have possibly been exposed to blood or other infectious
material. Special attention will be given to the training of housekeepers and laundry
employees since they typically are most affected. If there is an incident involving a
hypodermic needle or syringe, the person who last stayed in the room will need to be
contacted as soon as possible. You will need to obtain that person’s consent to
perform a blood test if it is determined to be theirs.
6. Each job and job function will be reviewed in an effort to identify potential hazards.
The Safety Committee will be responsible to develop procedures that ensure all jobs
are reviewed. The person performing the job will have the opportunity to provide
input on hazards through their Safety Committee representative. As potential hazards
are identified, the Exposure Determination Sheet should be completed. When all job
hazards or potential hazards have been identified, they will be reviewed by the Safety
Committee to see if any of these hazards can be eliminated through engineering
controls. When engineering controls are not possible, the Safety Committee will
review the job procedures to ensure PPEs are provided and there is training for this
particular type of exposure.
7. Copies of the Exposure Determination Sheet will be given to each department head
after all jobs have been reviewed. It will be the responsibility of the department heads
and supervisors to become familiar with the exposures listed. They are also
responsible for making sure all employees follow the safe practices that have been
established for their job function. They will also need to go over the exposures and
procedures with any part time or transferred employees.
8. Contaminated surfaces should be decontaminated with the appropriate disinfectant
following the rules established by the hotel. This will be done only by employees
trained in these procedures. Attached with this plan is a list of approved disinfectants.
You should also include a list of employees trained in decontamination procedures.
EMPLOYEE INFORMATION:
The hotel's employees should be made aware of any control plans implemented by the
Safety Committee that affect their job functions. The Safety Committee is charged with
the review and implementation and should be able to discuss the procedures in this
program at any time with any of the employees. The employees, the department
manager, and the supervisors will develop training programs for each employee in their
department describing the hazards and hotel policy regarding this written plan.
Employees will be able to review this program at any time and should be encouraged to
make suggestions for improvements. All suggestions will be reviewed by the full Safety
Committee to determine if they will be used. The employee will be informed of the
results of the Safety Committee review any time they make suggestions.
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HAZARD REDUCTION:
The hotel’s Safety Committee should make special efforts to identify hazards and take
corrective action before employees become exposed or possibly injured. The first step
will include engineering controls to eliminate the hazard whenever possible. When
engineering controls are not possible, training and PPEs will be utilized. The following
are some of the basic procedures that should be implemented:

yees will be trained in identifying “sharps” and what to do when there is

contact with them. The word "sharps" will be used to describe anything that can cause

a puncture wound or cut and expose employees to blood or other infectious materials.

that find a “sharp” should not attempt to dispose of it themselves unless

they have been properly trained in the established procedures. The employee should

immediately contact their supervisor to dispose of the sharp for them.

ted not to reach into waste baskets or areas where

contaminated sharps could be found.


check it for either sharps, blood or body fluids before handling. PPEs in the form of

gloves, face and eye protection will be given to employees to wear if there is a

possibility they could be exposed to contaminates.


different trash can to push down the trash. The employee should not use their hands

to push or compact trash in a trash container.


before use if they have become contaminated.

r hands whenever there is contact with blood

or contaminated equipment.


maintained according to the manufacturer’s instructions. PPEs will be supplied and

maintained at no cost to employees.


be replaced. This includes any PPE that is cracked, peeling, torn, punctured or

otherwise damaged. If equipment should become contaminated, labels will be

attached to inform other employees or service people of the hazard. The label will

state BIOHAZARD and be in fluorescent orange or orange-red. Bedding or items

that can be placed in containers will not have labels but will be placed in red bags or

red containers.

The employees need to sign the attached Bloodborne Pathogens Training Sheet indicating

they are aware of this program and have been trained in the procedures.
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ANNUAL REVIEW AND UPDATES:
This entire program will be reviewed at least once a year (more often if exposures change
or more exposures are identified) by the Safety Committee. All employees MUST be
informed of any changes by posting notices on the employee bulletin board or in a staff
meeting (it is a good idea to do both). The information given to the employees must
include the names of who to contact in order to review the program. New employees
should receive training on these procedures prior to starting work as part of their new
employee orientation.
ANNUAL RETRAINING:
All employees should receive retraining within one year of their initial training and each
year thereafter.
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Bloodborne Pathogens
Exposure Determination by Jobs
The following is a sample list of jobs that could have exposures to Bloodborne
pathogens. This list IS NOT a list of jobs where the employees have been exposed. It is
only a list of jobs where circumstances could develop and there may be an exposure.
This list IS NOT all inclusive. Each hotel must evaluate their particular jobs to determine
if an exposure exists. As jobs are identified that are believed to have exposures, these
jobs should be listed on the exposure determination sheet included with this program.
HOUSEKEEPING
Bedding: Blankets, sheets, and pillow cases should be handled only as instructed by
supervisors. They should be inspected for blood, body fluids, needles, or other sharps that
could cause a puncture wound or cuts.
Carpet, Couches, chairs, and furniture: The employees must watch for needles or
sharps left in or on any of these items. DO NOT reach hands between cushions or stick
hands in drawers without looking in them first. Also look for blood or other body fluids.
Trash Containers: Never reach into trash containers. Empty them by lifting and
dumping the entire waste basket or container or as instructed by supervisors.
Needles: If a needle or syringe is found DO NOT attempt to pick up or handle it. Call
your supervisor immediately who will dispose of it according to hotel policy.
Bathrooms: Pick up towels by edges and inspect them before handling. Watch for razor
blades, needles or other sharps. Never reach into a pile of towels.
LAUNDRY:
The major exposure in this area is blood or body fluids found on linens. Dirty linens
should be inspected and handled according to instructions given by your supervisor.
FOOD SERVICES:
Exposures in this area are not as common as those previously listed but there may be
some exposures due to guests who may bleed on table cloths, napkins, or fixtures. There
may also be exposures from being cut while cleaning up broken glass or from improper
disposal of glass that has blood on it.
KITCHEN:
Exposures in this area could be from trash, broken dishware, blood on silverware, blood
on machinery, knives (causing cuts or punctures), and fixtures.
BUSPERSONS:
Exposures here could range from contaminated dishes or improperly disposed of trash to
sharps found in bus pans.
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ROOM SERVICE:
Possible exposures could be from broken glass and sharps left on room service trays left
for pickup.
BANQUET SETUP:
Exposure in this area is usually from tables, fixtures and table cloths that may have
become contaminated.
BARTENDERS:
Knife cuts and broken glass account for most of the exposures here.
SECURITY:
Contact with contaminated equipment, fights or altercations where blood is present, and
applying first aid represent the greatest exposures.
ENGINEERING:
Because engineers’ jobs can be in any one of the areas above, they must stay alert for all
of the hazards that are listed. Should an engineer get cut while using saws, hand tools or
other equipment they must decontaminate the equipment and any other materials, tools,
etc., that may have become exposed.
FIRST AID:
Employees rendering first aid to guests or other employees should use UNIVERSAL
PRECAUTIONS.
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BLOODBORNE PATHOGENS
PROGRAM CHECK LIST
This check list should be used as a reference guide to ensure that all parts of the program
have been properly implemented. It is a quick and easy reference for the hotel so you
may properly develop an effective program.
PROGRAM LEADER'S GUIDE:
____The program leader's guide was given to the Safety Committee chairperson or
another member of management who is in charge of this program.
____The Safety Committee has reviewed the program leader's guide and developed a
plan of action to execute the program.
____The action plan includes:
trained in decontamination procedures, types of disinfectant to be used, and PPEs that
will be utilized.
will conduct them.
Controlling Exposures to Bloodborne Pathogens or the first
section of the Safety Orientation video.
identify employee exposures to Bloodborne pathogens.
dents and if Hepatitis B
vaccinations are currently needed.
long they will be stored.
WRITTEN EXPOSURE CONTROL PLAN:
The written control plan has been modified by the hotel to include information needed to
make it fit the needs of the hotel and still conform to federal guidelines.
____The procedures included in the action plan above are included in the written
exposure control plan.
____Methods are in place to ensure all employees are aware of this written program.
____The employees have been given the opportunity to have input into the program.
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____Personal protective equipment is available for employee's use and they are aware of
it and encouraged to use it at all times.
____Personal protective equipment is provided at no cost to the employees and they have
been informed of this.
____Employees have been instructed on how to use and dispose of personal protective
equipment and what it will protect against.
____Employees have been instructed to contact their supervisor or other designated
person if personal protective equipment is defective.
____Procedures are in place to inspect and maintain personal protective equipment.
____Labels and use of red bags or containers are reviewed in this program.
____Procedures have been discussed for the disposal of needles or other contaminated
equipment or materials.
____The vaccination policy has been established and explained to employees.
____Recordkeeping procedures are in place.
____An annual review and update policy has been established.
EMPLOYEE TRAINING RECORDS:
____All employees have signed the employee training record verifying training has been
received.
____All training forms have the signature of the person conducting training.
____Training was given to the employees in a language they understand.
____Classroom sessions were conducted and the employees were given the opportunity
to ask questions about anything they did not understand.
____All training records are kept in a manner that is readily accessible to employees and
management during reasonable hours.
____Employees know who to contact if they want additional information or if they have
suggestions for improvements in the program.
____Procedures have been established to keep training records for at least three years.
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EXPOSURE INCIDENTS:
____Incident investigation and reopen procedures have been established for incident
exposures.
____Investigations will include corrective action procedures to prevent or reduce future
exposures.
____Investigation and report procedures include a review of the use of personal
protective equipment and reasons if this equipment is not used.
____The investigation will identify the source person, if possible. If the source person is
not identified, the reason(s) will be stated in the report.
____When the source person is identified, consent to perform blood testing from this
person will be requested.
____If blood testing is done on the source person, the results will be provided to the
affected employee. The employees have been told that the results of this test are
considered confidential information and only the employee will receive the
results. The employer will not request this information from the employee.
____Employees involved in an exposure incident have been told they have 90 days
following the initial blood collection to decide if they want testing for HIV.
____Procedures are in place to obtain a written opinion from a health care professional
within 15 days. This includes:
results.
____Procedures are in place to keep employee medical records for the duration of
employment plus 30 years.
HEPATITIS B VACCINATIONS:
____Employees have been informed of their right to receive hepatitis B vaccinations if
there are exposure incidents that indicate a need.
____Employees have been informed these vaccinations will be provided at no cost to
them.
____Employees have been told they can receive treatment at a convenient time and place
for them if there is an exposure incident.
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____The employees understand the hotel will pay for any related travel expenses for
treatment, if necessary.
____If there are exposure incidents and employees refuse the Hepatitis B vaccine, the
declination form has been signed and placed in the files.
____The declination form has not been changed in any way.
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Hazard Communication - HAZCOM (29 CFR 1910.1200)
OSHA's Hazard Communication Program is designed to protect employees from the
hazards associated with chemicals found in the workplace. Each hotel should develop a
program that meets its individual needs.
The program should include the following:






-routine hazards.


The name of the compliance officer and the general contents of this program should be
posted on the employee bulletin board at the beginning of the year or whenever there are
changes that effect the program. In addition, the employees should be able to see this
written program anytime upon request.
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Sample
Hazard Communication Program
Hotel Compliance Officer
The compliance officer for this hotel is _____________________________ . All
HAZCOM program activities will be coordinated through the compliance officer and no
changes will be made to the program or procedures without the compliance officer’s
approval. Any employee who has questions or wishes additional information about the
HAZCOM Program should refer their questions to the compliance officer.
The compliance officer will review the MSDS's for chemical hazards and ensure the
necessary safety information is included in all employee training and is presented in a
manner the employees understand. The compliance officer and/or the Safety Committee
should periodically question employees on the chemicals they are using. This should be
done at random with new hires and established employees. The compliance officer
should document these discussions. The compliance officer should obtain new MSDS's
as chemicals are added to the program. He/she should make sure employees are kept
informed of all safety and health information regarding use of chemicals at the hotel. The
compliance officer should have a master file of all chemicals and MSDS's used at the
hotel. These master lists should be made available to any employee who wishes to inspect
them.
At least twice a year, the compliance officer should review - with the Safety Committee the HAZCOM program to determine if changes or improvements are necessary. Any
employee may make suggestions to the compliance officer at any time for improving the
HAZCOM Program. The compliance officer should ensure all changes to the program are
dated and the changes are disseminated to the employees. He/she should also keep a
master copy showing the original program along with changes and dates of the changes.
It is part of the compliance officer's duties to ensure the HAZCOM program does not
become static but instead is constantly changing to meet the needs of the employees.
Chemical Inventory
The department heads should be responsible for supplying the compliance officer with an
inventory of all chemicals used in their departments as well as the MSDS from the
vendor. This information should be supplied on the Chemical Inventory Sheet (included
with this program) along with the other requested information. All chemicals used in the
department must be listed. It will be the compliance officer's responsibility to determine
if it is hazardous as defined by law. It will also be the compliance officer's responsibility
to keep the chemical list current and make additions or deletions to the list as needed. No
new chemicals can be used until the compliance officer has been given the name of the
chemical and the MSDS and not before the employees using the chemical have been
trained. The department heads should be responsible for informing the compliance officer
when chemicals are removed permanently from the workplace.
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The compliance officer should review the Chemical Inventory List along with the
MSDS's supplied and complete the Hazardous Chemical List Sheet (attached) for
chemicals deemed to be hazardous. This list should be dated and signed and sent back to
the department head and posted in each department. The master list should be kept by
the compliance officer. As chemicals are added or deleted, the compliance officer will
send out a new dated and signed list to each department. The chemical list will be posted
in each department in a conspicuous manner so the employees can review them at
anytime and during all work shifts.
Purchasing Procedures
The hotel should require that all vendors for chemicals supply the hotel with:


Any supplier or vendor who has not provided this information should be contacted and
asked to provide it or other necessary documentation showing the chemical’s contents. If
the vendor can not or will not provide either, they should be dropped and another supplier
or a different chemical should be used.
Material Safety Data Sheets - MSDS
The compliance officer should be responsible for reviewing the MSDS's to insure they
are acceptable and that the containers include the proper labeling based on the data in the
MSDS. He/she should check the sheets before filing them to be sure they contain at least
the following information:




cs of the

hazardous chemical.






e identification of the organization preparing the sheet.
The number on the chemical list will be posted on the MSDS so the MSDS for any
chemical can be easily matched up for review by employees. In other words, the
employee can simply find the number and then go immediately to the MSDS for an
explanation of that chemical.
If the employee does not understand the MSDS, the department manager, supervisor, or
the compliance officer should explain it to the employee's satisfaction or contact the
supplier for addition information. If it is determined a chemical is hazardous and the
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MSDS does not have the proper information on safety precautions, the supplier should be
asked to remove the chemical from the property until the proper precautions are
established or another chemical is found.
A master list of all MSDS's should be kept by the compliance officer. This master list
should be kept on the property for at least 30 years. All employees will have the right to
review the master list when requested.
Container Labeling
The department manager working with the compliance officer should verify that all
containers: Are clearly labeled as to the contents; provide all appropriate hazard
warnings; and list the name and address of the manufacturer.
No labels should be removed or defaced unless they are immediately replaced with inhouse
labels. The label should include:





Labels are not required for portable containers when: They are for immediate use; the
chemical was transferred from a labeled container; and it is being used by the employee
who made the transfer. The employee using the unlabeled container should return any
unused portions back to the original labeled container immediately when they are
finished using it. All unlabeled containers not being used should be disposed of
immediately according to hotel policy.
Employee Training & Information
The compliance officer should post his name along with the general content of the
program on the employee bulletin board each January or whenever a new compliance
officer is selected or the program content changes. The department manager or supervisor
should ensure all employees are aware of the program and it is available for their review.
It will also be their responsibility to inform the employees of the location of the MSDS's
and the list of chemicals used by the department.
Employees who use hazardous chemicals as part of their regular duties or when there is a
possibility they may be exposed during an emergency should be trained in the specific
hazards associated with that chemical as well as the safety precautions to follow. There
should be an ongoing program to identify all hazardous chemicals by the Safety
Committee. They should conduct regular inspections of the property in order to identify
hazardous chemicals or employees using chemicals in an unsafe manner. All accidents
involving chemicals should be reviewed by the Safety Committee to determine if there
were previously unidentified hazards which caused or contributed to the accident. If new
hazards are identified, corrective action should be taken immediately and
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additional training provided as needed. The Safety Committee should also review the
program at least twice a year to ensure it is providing the necessary protection for the
employees.
The training for employees who use hazardous chemicals should consist of:
1. Physical and health hazards of the chemical.
2. Visual appearance of the chemical, when appropriate.
3. Odors associated with the chemical, when appropriate.
4. Protective measures that can be taken such as the following:



onal protective equipment




chemicals.
The initial training on the use of hazardous chemicals should be done by the compliance
officer who will explain the program content and the basic terms used in the MSDS's.
The specific work methods and detailed explanations on how to use the chemicals should
be supplied by the department manager or supervisor. Employees who receive the
HAZCOM training should sign a form to verify they attended the training and understand
the hazards and precautions as described in the training. A copy of this form is located in
the appendix. Completed forms should be kept in each department by the department
manager with copies sent to the personnel file and to the compliance officer who will
maintain a master list of all training done.
Non-Routine Hazards
When an employee is transferred to another department or is assigned a job that is not
considered part of their normal duties, the supervisor should check to be sure this
employee will not be using a hazardous chemical unless properly trained. If they have
not been trained in the use of a particular chemical, the employee should be given
information about the chemicals following guidelines as mentioned above for training
and information. It should be hotel policy that no employee will begin work until such
training has been provided.
Informing Outside Contractors
Since most work performed by outside contractors will be done in conjunction with the
engineering department, the Chief Engineer or the Assistant Engineer should work with
the contractor to develop procedures to inform them of any hazardous chemicals. This
should be part of the pre-planning for the job. Each department manager should
coordinate efforts with the Engineering department to ensure that the contractor’s
employees are given the information before work begins. The contractor's project
manager and the engineering department should review the work to determine if any
special or unusual chemical hazards will develop or are present because of the work
being performed. At the same time, a plan of action should be developed on how they
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will keep the contractor's workers informed of the chemical hazards present at the hotel.
As a minimum, they should be given the following information:


compliance officer for the hotel.

MSDS's are kept.



they are exposed.
It should be the Chief Engineer or the Assistant Engineer's duties to inform and discuss
these procedures with contractors who perform work at the hotel on a regular basis.
When the contractor assigns new employees to perform these tasks, they should be
informed of these procedures as part of the orientation and familiarization of the work to
be performed.
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Frequently Asked HAZCOM Questions By OSHA
In addition to these specific items, OSHA inspectors may ask the following questions in
assessing the adequacy of your program:
-routine
tasks outlined?
ls contained in
unlabeled pipes in their work areas?
-employer worksites, has the employer provided other employers with
information about labeling systems and precautionary measures where the other
employers have employees exposed to the initial employer's chemicals?
representatives?
employees in your workplace, and provides answers to the basic questions outlined
above, it will be found to be in compliance with the rule.
Compliance Checklist
The following checklist is designed to assist you in complying with OSHA’s HAZCOM
program requirements:
Obtain a copy of the rule. _____
Read and understood the requirements. _____
Assigned responsibility for tasks. _____
Prepared an inventory of chemicals. _____
Ensured containers are labeled. _____
Obtained MSDS for each chemical. _____
Prepared written program. _____
Made MSDSs available to workers. _____
Conducted training of workers. _____
Established procedures to maintain current program. _____
Established procedures to evaluate effectiveness. _____
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General Chemical Safety Rules
1. Proper safety equipment MUST be worn when working with corrosives and
solvents. Proper methods for checking safety equipment should be followed;
safety glasses MUST be worn, rubber gloves should be inspected before each use,
defective equipment should be discarded and replaced immediately.
2. If part of your job is to dispense chemicals, make sure that you have received
proper training for mixing, pouring, and handling them. Use ONLY the correct
disposal methods for each waste chemical.
3. Always read the labels on chemical bottles and them in well ventilated areas. If
you suspect that the ventilation is NOT working properly, immediately notify your
supervisor. Always make sure that proper ventilation is present when handling
chemicals to prevent the accumulation of excessive fumes in the room.
4. Initially treat all spills of liquids as though they might be solvents - Hazard Class FLAMMABLE.
5. Do NOT eat, drink, or smoke around chemicals.
6. The immediate First Aid for chemical burns is: Place the affected area under
cold running water for 15 to 20 minutes.
7. In the event of contact with corrosives, use the safety showers and/or eyewashes
which are located in every chemical use area. It is wise to become familiar with
the operation of these systems before an accident occurs, to speed up the washing
of the contact area, and minimize impact of the chemical burn.
8. Always carry acids and solvent bottles in an appropriate container, such as a
bottle carrier, or chemical cart.
9. Check all chemical containers before using them to be sure that the proper
chemical is being used.
10. Wipe up ALL spills and clean your area with water after using acids to avoid
burns.
11. NEVER touch your face or body with your safety equipment on. Remove it and
check your hands before scratching your ear or rubbing your eye, to prevent
injuries.
12. NEVER pour water INTO acid!!! This may cause a violent reaction. Always add
acid SLOWLY into water when this mixture is required.
13. Always rinse safety equipment (especially gloves) and wipe them dry before
removing. This is in case you may have spilled acid on your safety equipment.
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14. Keep highly reactive chemicals separated when is storage (acids, alkalis, and
oxidizers must NEVER be stored near solvents, fuels, or toxic chemicals).
15. Whenever possible, store acids and bases below eye level to minimize the risk of
a splash injury. All chemical containers must be stored with caps or lids tightly in
place.
16. Should skin contact ever occur with any chemical, WASH the affected area
thoroughly and IMMEDIATELY with water. If your clothing comes into contact
with chemicals, change your cloths at once.
17. Make sure that ALL chemical containers are labeled and dated correctly and
accurately with the chemical name, hazard class, and first aid information.
18. Properly discard (and dispose) of old chemicals which may contain unknown
decomposition products.
19. Always have adequate lighting prior to removing chemicals from storage areas.
DO NOT take the chance of selecting the wrong chemical in the dark.
20. Check for sources of ignition before pouring flammable liquids. In the event of
spills, increase ventilation, open the doors and windows. DO NOT operate
lights!!!
21. NEVER MIX two or more chemicals together unless you are completely sure of
the reaction that will occur, and that you can control the results. Many chemicals
will react VIOLENTLY when mixed together. Others will release poisonous
fumes when mixed.
Examples: Flammable Solvent + Acid = EXPLOSION!!!
Flammable Solvent + Oxidizer = EXPLOSION!!!
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Lockout/Tagout (29 CFR 1910.147)
Hazardous Energy Source Program - Lockout/Tagout
This program is designed to provide employees with the minimum safety requirements
they should follow when working on or around equipment which uses electricity. The
program is designed to prevent employees from coming into contact with energized
equipment or a power supply which can result in an injury. The program includes the
following procedures:
at the hotel
which could be activated and result in injuries.



ar areas where lockouts and

tagouts will be applied and procedures for training new employees assigned to these

areas.


meets the needs of the hotel and provides the necessary protection to the employees.
Definitions
Lockout - the preferred method used to isolate energy sources. It should be used
whenever possible. Lockout means the equipment or the energy source has a lock placed
on it so the device or energy source can not be activated while the lock is in place.
Tagout - a tag is placed on the equipment or energy source warning others that
maintenance is being performed on the equipment. It does not stop the equipment from
being energized. The tagout is the least desirable method and should be used only in
limited circumstances.
Qualified Per sons - those persons who have been trained to work on or near energized
equipment.
Unqualified Per son is not permitted to work on or near exposed energized parts. All
persons who work at the hotel will be considered unqualified unless trained and
approved as qualified by the Chief Engineer.
Energy Sources
The chief engineer and/or the hotel's electrician (or person with the most knowledge of
electrical equipment) should identify all sources of potentially hazardous energy and the
methods that will be used to isolate the energy source. All of the equipment should be
listed on the Hazardous Energy Source Checklist. The list should be signed and dated by
the Chief Engineer. It should be the Chief Engineer's duty to keep this list current.
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Training
Training for the Hazardous Energy Source Program should be done by the Chief
Engineer and/or the hotel's electrician. All effected employees should be required to read
and understand all aspects of the program. The training should include a basic review of
electrical terms and safety precautions as well as the procedures for lockout/tagout. After
the classroom review, the Chief Engineer or the electrician should conduct on-the job
training to ensure all procedures have been understood. This training should continue for
as long as necessary until the employee(s) fully understands the procedures. No
employee should be allowed to perform any of these job functions until they have been
trained and the training has been documented. It will be the Chief Engineer's duty to keep
all records current on training and authorized persons. A master list for all training
should be kept in the Chief Engineer's office. Additional copies of signed documentation
should be kept in the employee's personnel file. No transferred or new employee will be
allowed to work on or near any energy source until the training is completed and
documented.
It should be the hotel's policy to de-energize electrical equipment rather than expose
employees to energized equipment. If exceptions are necessary, only people trained and
qualified to perform this type of work will be allowed near the equipment. The training
will include the following:

iques necessary to distinguish energized parts from other parts of

electric equipment.


necessary clearance based on this voltage.

and tools to minimize exposure when

servicing energized equipment.

Training documentation forms are located in the appendix.
All Employee Training
All employees who may come in contact with electrical sources should be trained in basic
electrical safety. This training includes:
will depend on the equipment and the exposure of the employee. The Hazardous
Energy Source Checklist will be used as a guide in determining exposures.

of leaving safety devices operational. The importance of leaving

covers in place.




uts and tagouts.



Training documentation forms are located in the appendix.
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Tagout Regulations:
Tags are warning devices only. A tag should only be removed by the person who
installed it. A tag must never be bypassed, ignored, or defeated. Tags should be legible.
Employees must understand what they are and the rules for their use.
All employees who receive training should sign a confirmation of this training. Copies
should be kept in their personnel files and a master list should be kept by the Chief
Engineer.
Lockout/Tagout Procedures
Workplace activities such as constructing, installing, adjusting, inspecting, modifying,
maintaining and servicing machines and equipment should be done in accordance with
the hotel's lockout/tagout procedures. Only persons properly trained in these procedures
will be allowed to perform these tasks. Records documenting the training should be
available at the hotel. A list of persons authorized to perform lockouts or tagouts should
be kept by the Chief Engineer.
The basic steps for completing a lockout/tagout include:
breakers, valves, or other devices. Remember, more than one energy source may
supply a single piece of equipment.
is going to be implemented and
the reason.
placed it on the equipment. Also, inform them they must not try to start or operate
the equipment in any way as long as the lockout/tagout is in effect.
started. Stored energy such as in springs, elevated machine parts, rotating flywheels,
hydraulic systems, and air, gas, or water pressure should be dissipated or restrained
by methods such as repositioning, blocking, bleeding, etc.
supplying the equipment so it can not be activated. Each qualified person should
have an individual lock or tag that identifies them so it can be easily determined who
is working on the equipment. There should only be one key per lock per qualified
employee.
is properly locked out by activating the operating controls. After testing, turn the
controls back to the off or neutral position.
After the service, maintenance or repair has been completed and the equipment is ready
for normal operation, check the area around it to make sure no one is exposed. Remove
all tools, replace the guards, and then remove the lock or tag. Operate the energy devices
to restore the energy and test the equipment to make sure it is working properly. Inform
the employees the work is completed and the equipment is ready for use.
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Group Lockout/Tagout Procedures
If more than one person is required to use a lockout/tagout, each person shall place
his/her own personal lock or tag on the energy-isolating device(s). If the equipment will
not accept more than one lock or tag, then a multiple lockout/tagout device (hasp) may be
used. This is acceptable as long as all locks require removal before the energy source can
be activated. If neither of these methods will work, a single lock will be allowed if the
key to the lock is kept in a cabinet with multiple hasps. Each person who is working on
the equipment will place a lock on the cabinet. The key for the lock to the energy source
can not be removed from the cabinet until all the locks have been removed. As each
employee is finished, he/she removes his/her lock. The last person removing a lock has
access to the key locking out the energy source and is responsible for activating the
equipment. Group lockout/tagout should only be used by employees trained and
authorized to use group lockouts. A list of authorized group lockout/tagout persons
should be kept by the Chief Engineer.
Program Review
This program will be reviewed at least annually to ensure the procedures are adequate.
The review should be done by the Safety Committee with the guidance and help of the
Chief Engineer and the hotel's electrician.
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Asbestos Awareness (29 CFR 1910.1001)
OSHA has enacted asbestos related regulations designed to protect employees from the
hazards associated with asbestos exposure. They require businesses who operate in
buildings constructed prior to 1981 to presume that certain building materials contain
asbestos unless the presumption is rebutted by laboratory testing. These presumed
asbestos containing materials are subject to special handling and training requirements.
Presumed asbestos containing materials will be referred to here as PACMs. Employee’s
who could potentially become exposed to asbestos in the workplace must be trained upon
hire or job change and then annually there after. Typically in a hotel environment, this
training is limited to engineering and housekeeping, however, each hotel must determine
which employees could potentially become exposed. Training should be documented in
the employees personnel file. A sample training form is included in the appendix.
Sample Asbestos Awareness program
Introduction
Asbestos, once the solution to thousands of industrial problems, is now known to pose
certain health risks to people with significant repetitive exposures, primarily
occupational. The risk of developing any asbestos related disease or condition depends
on the quantity of asbestos fibers inhaled over a period of time (the dose). Under normal
conditions, the air in buildings carries no heavier dose (or amount) of asbestos fibers than
outside air. Care should be taken not to disturb in place asbestos containing materials so
that fibers do not become airborne.
This awareness program has been designed to provide you with an understanding of
asbestos, its health effects and means of exposure. The program will also describe what
materials in the hotel are presumed to contain asbestos. You will be advised where they
may be located in the hotel.
What is Asbestos
Asbestos is a naturally occurring mineral that is usually excavated from open-pit mines.
The asbestos is then crushed to free the fibers. The three most common types of asbestos
found in today's industrial applications include:
Chrysotile - The most often used asbestos. It is highly resistant to heat and can
easily be spun into asbestos cloth. It is commonly referred to as "white asbestos” and
can be found in pipe insulation and ceiling tile. When damaged it will look like a
white powdery substance.
Amosite - Commonly referred to as "brown asbestos", is highly resistant to heat and
acid. It has been used mainly in bulk form for thermal and molded pipe insulation.
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X-56
Crocidolite - Highly resistant to acid, is used to make battery cases and acid-resistant
cement pipes. Crocidolite is also commonly referred to as "blue asbestos".
Asbestos is usually mixed with a material that binds the fibers together so it can be used
in many different products. In a bonded state, asbestos poses no danger to you. There are
two forms of asbestos you should be aware of:
Fr iable asbestos can be crushed or reduced to a powder by hand pressure. Because it
is easily crumbled, friable asbestos is more likely to release fibers into the air.
Examples include sprayed-on materials used for fire-proofing, insulation or sound
proofing.
Non-fr iable asbestos does not usually release airborne fibers unless it is subjected to
cutting, sanding or grinding. Materials such as vinyl asbestos floor tile or roofing
felts are considered non-friable.
Where Asbestos is located
Prior to the 1980’s, asbestos was commonly used in commercial building products.
Below is a list of presumed asbestos containing materials (PACMs) in buildings built
prior to 1981.



nsulation.


-proofing.



ingles.
You should contact your chief engineer to determine where asbestos may be located in
your hotel.
Means of Exposure
Asbestos containing materials (ACM) used in commercial buildings are not hazardous in
their original condition and OSHA does not require their removal. ACM's only become
hazardous when they are Damaged or Deteriorated and Friable and Airborne.
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Conditions that can cause damage or
deterioration include:
Evidence of deterioration includes:
Water.
Aging.
Vibration.
Impact such as striking.
Cutting or penetration.
Debris on horizontal surfaces.
Hanging material.
Cracks.
Scrapes or marks.
Missing or dislodged material.
Stains due to water damage.
In addition, work operations involving disturbance of ACMs can cause release of the
materials’ fibers.
If you perform housekeeping, maintenance, or repair work, you should be aware of a
possible asbestos exposure. ACMs which are encapsulated or undamaged are not a health
hazard. You should always avoid any PACM that is damaged, deteriorated and friable.
You will be advised where PACMs are located in your building. If you find a PACM is
damaged or deteriorated or find what appears to be debris from a PACM on the floor or
any other surface, seal off the area and notify your supervisor. Do not attempt to handle
the PACM or the debris yourself.
Health Effects
Airborne fibers are too small to be seen by the human eye. When you breathe airborne
asbestos fibers into your lungs, the body traps some of the fibers in the nose and throat.
Some fibers can pass through the nose and throat, down your windpipe and into the
lungs. Once there, they can become embedded in the alveoli. The alveoli allow the
gaseous exchange of oxygen and carbon dioxide to take place.
Once asbestos fibers enter the alveoli, they cannot be removed. Over a long period of
time and with multiple significant exposures, scar tissue can form. This reduces the
alveoli's ability to pass oxygen into the blood stream and causes shortness of breath, a
condition that is called asbestosis. Asbestosis is also suspected to cause cancer in various
organs or the digestive tract.
Other diseases caused by years of significant unprotected exposure to asbestos include
lung cancer and mesothelioma, a cancer of the lining of the lungs or abdominal cavities.
Symptoms of these diseases do not develop immediately; they may take 20 years or more
to occur and most workers, even those with multiple exposures, do not develop the
diseases.
Asbestos related communications
Your supervisor or chief engineer will advise you regarding where PACMs may be
located in your hotel and can provide additional information regarding its health effects.
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Housekeeping Requirements
If you work around ACM's during your job activities, it is important that you follow good
housekeeping and safe work practices to prevent the release of asbestos fibers into the air.


300 revolutions per minute (rpm).


that the pad cannot contact the ACM.

holes or hammer nails in walls or ceilings that contain asbestos.


materials.


ered with ACM.




best not to remove the filter
when dry. Mist the filter with water first. Always properly dispose of filters.
If your work requires you to perform the floor stripping or filter removing tasks described
above, don’t perform them without first contacting the chief engineer and asking for
instructions about how to do them. Also, contact your supervisor or chief engineer if you
have any questions regarding any of the other procedures noted above.
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OSHA Record Keeping Requirements Forms 300, 300A & 301
OSHA requires hotels which at any time during the year employ 11 or more employees to
keep a record of occupational injuries and illnesses. An occupational injury or illness is
any injury such as a cut, fracture, sprain, etc., which results from a work-related incident
or from exposure involving a single incident in the work environment. You are required
to record any injury or illness which results in one of the following:







incident and include the type and brand of

the device involved in the incident in Column F of Form 300)
Unless state or local law requires otherwise, work-related injuries and illnesses are
recorded in two places.
OSHA Form 301 - Injury and Illness Incident Report - Each occupational injury or illness
must be recorded here within seven calendar days from the time the employer learns of it.
Substitutes for Form 301, such as your states 1st report of injury form, may be used as
long as they contain all of the information on Form 301.
OSHA Form 300 - Log of Work-Related Injuries and Illnesses - Each occupational injury
or illness must be logged on this form within seven calendar days from the time the
employer learns of it. At year's end, Form 300 should be totaled. This information
should be recorded on OSHA Form 300A, Summary of Work-Related Injuries and
Illnesses. Form 300A should be posted in an area accessible to employees from February
1st to April 30th. On May 1st, this form should be filed and held for five years at the
hotel.
Form 301 or its substitute, Form 300, and Form 300A should be retained for the current
year and for five additional years. To provide the government inspector with only the
information he/she has requested, each year's records should be kept in separate files.
Reporting Serious Injuries
If an on-the-job accident occurs which results in the death of an employee or in the
hospitalization of three (3) or more employees, the employer is required by law to make a
detailed report of the accident to the nearest OSHA office within 8 hours. (1-800-321OSHA).
Included in the appendix is an order form for the OSHA Form 300, 300A, and 301.
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Personal Protective Equipment (29 CFR 1910.132)
OSHA requires that employees be protected from hazards. The best way to protect the
employee is to eliminate the hazard. This may be done through elaborate engineering
controls or simple product changes. If however, the hazard can not be eliminated, it must
be controlled. Personal Protective Equipment (PPE) is designed to protect employees
from these hazards.
Hazard Assessment
Many jobs in a hotel are going to have some type of function that exposes the employee
to a hazard for which PPEs are an effective means of reducing the risk of injury. When it
is determined that these hazards are present, the hotel should:


from a hazard.


The hotel should verify the required workplace hazard assessment has been performed
through a written certification which identifies the workplace, the person certifying the
evaluation, and the date. A sample copy of this form is included in the appendix.
Training
Training shall be provided for each employee who is required to use PPE. Each
employee shall be trained in the following areas:





Employees should be able to demonstrate an understanding of the training and use of PPE
before performing work requiring its use. Employees should be retrained when the types
of PPE changes, the workplace changes, or the employee does not fully understand the
training or use of PPE. Documentation of the PPE training should be maintained in the
employee’s personnel file. A sample form is located in the appendix.
Employees should consult with their supervisor if they have any questions regarding
exposures or use of PPE. If any PPE is found to have been damaged or broken, the
employee should report it to their supervisor. Defective or damaged PPE should never be
used.
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Equipment
The following chart indicates the PPE that may be needed to perform certain job duties.
A Hazard Assessment should be performed by your safety committee to determine
exactly which duties require PPE.
ENGINEERING
FOOD &
BEVERAGE
HOUSEKEEPING
GLOVES: rubber - used to protect the hand from
chemicals and Bloodborne pathogens. X X X
GLOVES: mesh/cut-resistant - used to protect the
hands from edged tools, knives, and cleaning meat
slicers. X X
EYE PROTECTION: Used to protect the eye
from foreign objects produced by cutting, sawing,
hammering, grinding, spot welding, spraying
chemicals, Bloodborne pathogens, etc. X X X
HEARING PROTECTION: used to protect the
employee’s hearing from noise. X
If any chemical exposures at your hotel require the use of Respiratory Protection you
should attempt to eliminate the exposure by changing products or contact the Loss
Prevention Department for assistance. OSHA requires extensive training and testing for
employees who use respirators.
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Occupational Noise Exposure
Excessive noise can cause permanent hearing damage. To protect employees, it is
management's responsibility to make sure they are not exposed to noise levels in excess
of the standards. The current standard is 90 decibels (A - weighted) or 90 dBA for an
eight hour exposure. Even at this noise level, hearing damage can be expected in some
individuals. It may soon be a requirement, and it is considered good practice, to have
hearing checked (audiometric testing) on an annual basis, for all employees exposed to
85-90 dBA noise levels for eight hours daily. If no hearing loss is observed, ear
protection is not required.
At greater than 90 dBA exposures (eight hours per day) or for higher noise levels in
excess of the allowable time (e.g. 100 dBA for more than two hours) a continuing,
effective hearing conservation program should be administered. Reference to the
following table gives estimates of noise levels and the maximum allowable exposure
times. It is required that either engineering controls such as enclosing noisy equipment,
or administrative controls, such as limiting time of exposure, be utilized to reduce noise
level or the exposure time to comply with the standard. If these control measures are not
feasible, then effective personal protective equipment is required. There are many forms
and types of ear protection that can be considered from earmuffs to ear plugs. Some are
more useful than others, depending on the noise level, the frequency of the noise, and
how well they fit the individual. It is necessary to provide protection that is effective and
reasonably comfortable to the wearer.
The following table is provided to assist in the evaluation of the noise levels in the
workplace. If referral to the table indicates that levels and time of exposure are such that
corrective action is needed, it is recommended that professional help be sought to correct
the problem. A noise survey by adequately equipped and trained personnel should be
made before implementing engineering and administrative controls, and/or setting up a
hearing conservation program.
Permissible Noise Exposures
Noise Sources
Sound
Level
Maximum
Exposure
Speaking effort required between
two people at various distances
Pheumatic Chipper (at 5 Ft) 115 15 Min. Nearly impossible to communicate
by voice
Chain saw (at ear)/Rock N Roll Band 110 30 Min. Very difficult to communicate by
Voice
Wood Planer/Punch Press 105 1 Hour Shout with hands cupped between
mouth and other person's ear
Pneumatic Air Hoist, 4000 Lb 100 2 Hours Shout at 0.5 foot
Newspaper Press/Power Lawn Mower
(at ear)
95 4 Hours Shout at 1 Foot
Vaneaxial Ventilating Fan(1500
CFRM)/Boiler Room
90 8 Hours Telephone use impossible
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Ladders & Platforms
Ladders are often necessary to ensure that a job is completed in a safe manner, however
the improper use of a ladder could result in serious injury. When ladders are used for any
reason, the attached guidelines should be followed.


must extend at least 3 feet (.9 m) above the upper landing surface. When such an

extension is not possible, the ladder must be secured, and a grasping device such as a

grab rail must be provided to assist workers in mounting and dismounting the ladder.

A ladder extension must not deflect under a load that would cause the ladder to slip

off its support.

of oil, grease, and other slipping hazards.


built nor beyond their manufacturer's rated capacity.


-self-supporting ladders must be used at an angle where the horizontal distance

from the top support to the foot of the ladder is approximately one-quarter of the

working length of the ladder. Wood job-made ladders with spliced side rails must be

used at an angle where the horizontal distance is one-eighth the working length of the

ladder.

-ways, doorways, or driveways, or where they

can be displaced by workplace activities or traffic must be secured to prevent

accidental movement, or a barricade must be used to keep traffic or activities away

from the ladder.


measured from the back side of the ladder.

ly on stable and level surfaces unless secured to prevent

accidental movement.


feet to prevent accidental movement. Slip-resistant feet must not be used as a

substitute for the care in placing, lashing, or holding a ladder upon slippery surfaces.



ladder could contact exposed energized electrical equipment.


-bracing on the rear section of stepladders must not be used for climbing unless

the ladders are designed and provided with steps for climbing on both front and rear

sections.


basis and after any incident that could affect their safe use.

-rail ladders must not be used.

er, the worker must face the ladder.


the ladder.
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X-64
lose balance and fall.
Platforms, Railings and Toe Boards
from the upper surface of the top rail to the floor, platform, runway, or ramp should
be 42 inches. The intermediate rail should be approximately halfway between the top
rail and the floor.
dimension requirements (42 inches high with mid rail) and can withstand 200 pounds
applied in any direction at any point on the top rail. For wood railings, the rails and
posts should be of at least 2" x 4" stock with posts spaced not more than six feet.
with posts spaced not more than eight feet.
metal shapes of equivalent strength with posts spaced not more than 8 feet.
n height from the floor
to its top edge, with no more than a quarter inch gap between the toe board and the
floor. It may be constructed of any substantial material either solid or perforated, as
long as the openings are smaller than one inch.
-sided floor or platform four feet or more above the adjacent floor or
ground level should be railed on all open sides except where there is entrance to a
ramp, stairway, or fixed ladder.
s except the
entrance to the stairway.
on all sides, with passage through the railing so constructed as to prevent a person
from walking directly into the opening.
ry runway or catwalk should have railings on all open sides four feet or more
above ground or floor level.
walk beneath the open sides of a platform or under similar structures or where things
could fall from the structure (for example, into machinery below).
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Machinery and Machine Guarding
Machines designed for fixed locations should be securely anchored to prevent "walking"
or tipping. One or more methods of machine guarding should be provided to protect the
operator and other employees in the machine area from hazards such as those created by
point of operation, in running nip points, rotating parts, flying chips and sparks.
Guarding devices should prevent the operator from having any part of the body in the
danger zone during the operating cycle. Many equipment representatives can assist in
obtaining the necessary protective devices.
The most common methods of guarding a hazard or hazardous machine operation are:






-hand tripping devices

In-running Nip Points
In running nip points are special dangers existing only through action of rotating objects.
Whenever machine parts rotate toward each other, or where one rotates toward a
stationary object, an in-running nip point is formed. Objects or parts of the body may be
drawn into this nip point and be bruised or crushed.
Cutting Actions
Cutting action results when rotating, reciprocating, or transverse motion is imparted to a
tool so that material being removed is in the form of chips. The danger of cutting action
exists at the movable cutting edge of the machine as it approaches or comes in contact
with the material being cut. Such action takes place at the point-of-operation in cutting
wood, metal, or other materials as differentiated from punching, shearing, or bending by
press action. Typical examples of mechanisms involving cutting action include band and
circular saws, boring or drilling machines and grinding machines.
Radial Saws
To ensure safe operation, radial saws should be provided with the following:
include the end of the saw arbor. The sides of the lower exposed portion of the blade
should be guarded to the full diameter of the blade by a device that automatically
adjusts to the thickness of the stock being cut.
-kickback dogs on both sides of the saw, designed to provide adequate holding
power for all thickness of material being cut, if used for ripping.
beyond the distance
necessary to complete a cut in repetitive operations.
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X-66
label should be affixed to the rear of the guard reading: "DANGER, DO NOT RIP
OR PLOUGH FROM THIS END".
Table Saws
To ensure safe operation, table saws should be provided with the following:

.


impractical. In this case, an effective guarding procedure can be utilized by the use of

a jig to hold the work, thereby keeping the hands away from the blade.

ripping should be equipped with an anti-kickback device and

spreader.

Grinders
To ensure safe operation, grinders should be provided with the following:
- Safety guards should cover the spindle end, nut, and flange
projections. The exposed area of the grinding wheel and sides for the safety guards
should not exceed more than one-fourth of the entire wheel. When measuring the
guard opening, the visors or other accessory equipment is not included as a part of the
guard unless this accessory equipment is as strong as the guard.
- These rests should be of strong construction and designed to be
adjustable to compensate for wheel wear. Work rests should be closely adjusted to
the wheel, with a maximum clearance of 1/8 inch, to prevent the work from becoming
jammed between the wheel and the work rest.
- This safety guard should be constructed so
that the tongue guard can be adjusted to the constantly decreasing diameter of the
wheel. The distance between the tongue guard and the wheel should never be more
than ¼ inch.
- These should be worn by the operator.
Fans
To ensure safe operation, if fans are located within seven feet of the floor, they should be
guarded with grille or mesh, limiting openings to not more than ½ inch.
Hand Tools
The following is a partial list of regulations governing use of hand tools:


employees, including tools and equipment which may be furnished by employees.


heads, or bent or broken wrenches should not be used.

-held powered tools should be equipped with a dead-man control so that

the power is automatically shut off whenever the operator releases the control.
Health & Safety
X-67


plate or shoe. The lower guard should retract when the blade is in use, and

automatically return when the tool is withdrawn from the work.

-held portable electrical equipment should have its frame grounded by means

of a separate ground wire or be doubly insulated and identified as such.

e methods of cleaning
surfaces should be sought. Compressed air should never be used to blow debris from
a person. Compressed air may be used if no alternate method of cleaning surfaces is
acceptable. The downstream pressure of compressed air should remain at a pressure
level below 30 psi whenever the nozzle is dead ended, and then only when effective
chip guarding and personal protective equipment is used.
XI. Leisure Activities
Swimming Pools and Whirlpools .....................................................................................2
Fitness Center ....................................................................................................................8
Sauna .................................................................................................................................9
Playgrounds .......................................................................................................................9
Jogging Trails ....................................................................................................................9
Baby-sitting ......................................................................................................................10
Leisure Activities
XI-2
Swimming Pools and Whirlpools
Water Quality
Water quality is a key component to swimming pool enjoyment. To ensure water quality,
swimming pools and whirlpools should be tested and documented 3 times per day. Water
quality is usually assessed by measuring pH and sanitizer levels.
A sanitizer is a chemical, which is used to keep the water free from harmful bacteria and
algae. In most cases, Chlorine or Bromine is used as the sanitizer. A chlorine residual of
1.0-3.0 PPM (parts per million) should be in the water at all times. When Bromine is
used it should be maintained at a level of 2.0-6.0 PPM. If another sanitizer is used, the
level should be maintained in accordance with manufacturer's recommendations.
pH is the measure of the degree of acidity or alkalinity of pool water. Readings below 7
are increasingly acidic, above 7 are increasingly alkaline. Under normal conditions, the
proper pH for pool water is approximately 7.5 with pH 7.2-7.8 being an acceptable range.
pH levels outside of this range may cause discomfort and irritation.
Another measure of water quality is clarity. When testing water quality, clarity should be
checked by observing the main drain of the pool. The ability to see the main drain should
be recorded on the pool log. If at any time the main drain of the pool is not visible, the
pool should be closed. When water quality in a pool or spas falls outside of the levels
stated above, the facility should be closed until the water quality is restored.
Enclosures
To prevent unauthorized access to the pool during normal operating hours or while the
pool is closed, the pool and whirlpool should be surrounded by a fence or separated from
other public areas by an enclosure or barrier. If possible, guestrooms should not open
directly onto the pool deck. A minimum of 5 feet of deck should extend between the
pool and the pool enclosure.
Ideally the fence surrounding the pool will be a minimum of 48 inches in height and have
intermediate rails or an ornamental pattern such that a sphere 4 inches in diameter cannot
pass through any opening. Gates should be equipped with self-closing and self-latching
child resistant hardware. To help ensure proper operation, the gates should be inspected
regularly.
If the pool is located in a separate room, access to the room should be controlled by a
card key access lock. All doors to the pool room should be equipped with self-closing
self-latching hardware.
Safety Devices
To help prevent possible entrapment on pool drains, all swimming pools should be
equipped with one of the following drain designs:



-vortex drain cover.
Leisure Activities
XI-3
Pools equipped with a single main drain which is 12 x 12 inches or smaller and is not
equipped with an anti-vortex drain cover should either have an anti-vortex drain cover or
an additional main drain installed.
A visual inspection of the pool drain should be conducted each time the water is tested. If
the drain cover appears damaged or loose, the pool should be closed until it can be
repaired. Each time the pool is drained, the main drain should be physically inspected to
ensure its structural integrity.
GFI
Ground Fault Interrupters (GFI) should be installed on all electrical outlets within 40 feet
of the swimming pool and all other wet areas. Typical appliances to protect are ice
machines, game machines and vending machines. GFI devices should be inspected and
tested on a regular basis.
Lighting
Pool lights should illuminate the pool so that the bottom is clearly visible from the deck.
In the event that lighting is inoperable and the main drain is not clearly visible, the pool
should be closed. Lighting typically falls into two categories 110 volt and low voltage
(14 or less volts). GFI devices should be installed on all underwater lighting circuits,
which are 15 or more volts.
Floater Line/Dividing Rope
A floater line should be permanently installed between the shallow and deep ends of the
pool at the five-foot level, or at any sudden change in depth. Pools, which reach a
maximum depth of five-feet are not required to have a floater line. In some jurisdictions,
a painted or tiled marker, which follows the walls and bottom of the pool at the five-foot
section is required. This device is not considered a replacement or substitute for the
floater line.
Life Preservers
Two USCG rated life rings complete with a rope having a minimum length of 1.5 times
the width of the pool should be conspicuously provided at the pool.
Shepherd's Hook
A shepherd's hook capable of reaching the main drain from the pool edge should be
conspicuously posted poolside. In exterior pools, the hook should be constructed of nonconductive
material.
Telephone
An emergency telephone, which is programmed to ring directly to the hotel operator,
should be conspicuously installed within the pool enclosure or be easily accessible from
it. A sign indicating "Emergency Phone" should be prominently posted near the phone.
If possible, the phone should be programmed to have priority status.
Leisure Activities
XI-4
Fecal Material
Due to health concerns, special care should be taken in the event fecal material is
discovered in the pool.
Formed Stool
Upon discovery of a formed stool, the pool should be closed and the material removed.
Water quality should be tested. Sanitizer levels should be maintained at the specified
levels and the pool should remain closed for a minimum of two hours.
Liquid Stool
If evidence of diarrhea is discovered in the pool, it should be closed and the following
actions taken:


recommended to use a vacuum.


guidelines (chlorine 20 ppm).

osed for a minimum of 8 hours.


accordance with state and local regulations. Do not return backwash through filter.

Disposable filters should be replaced.

d not be opened until the water quality returns to the specified

operational levels.
Closing the Pool
The pool should be closed when any of the following conditions exist:


not visible.





-close or self-latch properly.

Leisure Activities
XI-5
Signage
Pool Rules
Swimming pool signage should be prominently posted around the pool to alert guests to
the pool’s regulations. The lettering on the signage must be large enough to be easily read
from the pool deck. In addition to wording required by local codes, the signs should
contain the following information:
unless lifeguard is on duty".)








lease shower before entering.



Whirlpool Rules
Signage, which contains the following information, should be conspicuously posted at the
whirlpool:


- No Jumping or Diving.



n the whirlpool.


permission:





Kill Switch
Whirlpools should be equipped with an emergency power disconnect or "Kill Switch"
connected to the circulation pump. The switch should shut off power to the circulation
pump when it is activated. The switch should be labeled "Emergency Shut-off" and be
conspicuously installed near the whirlpool.
Leisure Activities
XI-6
Depth Markings
Depth markings should be posted in both feet and meters. The markings should be on the
pool deck and on the inside edge of the pool above the water line. The markings should
be posted on each end and each side of the pool. In large or irregular pools, additional
signage should be installed to accurately indicate the pool depth. The maximum distance
between depth markings should not exceed 30 feet.
In "Zero Depth"/"Beach Entry" pools where the water is less than 1 foot deep, the
signage should indicate "Shallow Water" rather than the depth. International "NODIVING"
signage should be posted next to each sign.
Leisure Activities
XI-7
No-Diving Signage
“NO-DIVING” signage with the International “NO-DIVING” symbol should be posted
on the pool coping near depth markings and prominently displayed where it can be seen
from all areas in and around the pool and in a location noticeable when entering the pool
area.
The lettering and the symbols on all signs should be in contrasting colors to the
background and should be large enough to be easily read from the pool deck. Signs
installed on the pool deck should have a slip resistant surface.
Supervision
One of the most important aspects of pool safety is the supervision of children. Children
should be attended by a custodial adult at all times. If any unsupervised children are
observed in the pool area by hotel staff, they should be escorted from the pool area. A
visual inspection of the pool by hotel staff should be made regularly. Children should
never be left unattended in the pool area. When the hotel provides lifeguards, they
should comply with local and state requirements. Lifeguards should not be a substitution
for the presence of a custodial adult. Pool signage should be adjusted accordingly.
Use of Pool by Unregistered Guests
Unauthorized persons using the facilities should be considered trespassers and handled in
accordance with the trespassing procedures outlined in this manual.
Persons authorized by the hotel to use hotel facilities should be required to provide their
name, address, phone number, and name of the hotel guest if applicable.
Leisure Activities
XI-8
Fitness Center
To help prevent unauthorized access to the fitness center, the fitness center entrance
should be equipped with an electronic lock coded to guest keys. The deadbolt lock
should be disabled.
A house phone which rings directly to the hotel operator should be installed in the fitness
center.
Exercise Room Equipment Signage
A sign should be placed in the exercise room that states:



only for its intended purpose.

else present.

-exercise. At the first sign of stress or discomfort, discontinue use.

JANKO HOSPITALITY LLC is not

responsible for injuries relating to equipment use.

ed hotel guests only.


In addition, printed instructions for the use of the equipment provided by the
manufacturer should be posted. To these instructions the following caution should be
added: "Use this equipment only as directed in the posted manufacturers’ instructions."
Waiver for Leisure Facilities
A waiver, which may be used for non-guest use of leisure facilities, is included in the
appendix. It is recommended that non-guests who wish to use the facilities complete this
form prior to use.
Leisure Activities
XI-9
Sauna
In buildings equipped with an automatic sprinkler system, a high temperature sprinkler
head should be extended into the sauna.
Periodic inspections should be made to ensure that combustible materials (paper,
cardboard or towels) have not been left inside the sauna.
Signage, which contains the following information, should be conspicuously posted at the
whirlpool:

Children must be accompanied by an adult





without doctor’s

permission:





Playgrounds
To help prevent injuries, a cushioned fall zone should be installed and extend a minimum
6 feet around stationary playground equipment. The fall zone should consist of padding
material equivalent to 12” of mulch or sand.
Periodic inspections of playground equipment should be conducted and documented.
Jogging Trails
Hotels, which provide information on jogging trails should inform guests that they cannot
guarantee the safety of anyone using the trails and that the guest assumes all risks.
The following disclaimer may be used on maps of jogging and walking trails:
“These maps are furnished for our guests who choose to run or walk outdoors. This hotel
has not investigated the safety or security of this route. Users of this map should take
precautions for their safety if they choose to follow the indicated route.”
Leisure Activities
XI-10
Baby-sitting
Guests who request information on the availability of baby-sitters should be furnished with
the names of local, bonded baby-sitting services. When a commercial baby-sitting service
is not available, the hotel should not provide any recommendations. A disclaimer should
be provided stating the following: "The hotel provides this list of baby-sitting services for
informational purposes only. The hotel accepts no liability for the services provided.
Guests should interview the individuals prior to leaving their children in their custody.
Guests should provide baby-sitters with any necessary rules and instructions."
It is recommended that guests using baby-sitters at the hotel be advised to ask their babysitters
to conform to the following:


-locked at all times.

-sitters should be instructed to use the oneway

viewer before opening the door and to keep the chain latch fastened whenever the

door is opened.


-sitters are not allowed to smoke while attending guests' children as a lighted

cigarette may cause an accidental burn.

aby-sitter with the telephone number and address of the

place where they can be contacted.

-sitters should not engage in any activities that could distract them from their

primary assignment as baby-sitters.

-per-view movies shut off.
XII. Hotel Emergencies
Emergency Response Team..........................................................................................................2
Emergency Management Plan......................................................................................................8
Fire Emergencies .........................................................................................................................11
Floods...........................................................................................................................................25
Hurricane/Typhoon.....................................................................................................................28
Tornadoes/Windstorm................................................................................................................34
Winter Storms.............................................................................................................................36
Re-Opening After Evacuation Due to Storms...........................................................................38
Earthquakes ................................................................................................................................40
Structural Collapse and Explosions...........................................................................................47
Food Contamination...................................................................................................................48
Terrorism ....................................................................................................................................49
Bomb Threats..............................................................................................................................50
Evacuation Procedures ...............................................................................................................58
Arson............................................................................................................................................60
Civil Disturbances, Pickets & Protests ......................................................................................62
Strikes ..........................................................................................................................................64
Kidnapping..................................................................................................................................68
Extortion......................................................................................................................................70
Nuclear Emergencies...................................................................................................................71
Biological/Chemical Emergencies ..............................................................................................72
Mail Threats & Suspicious Substances .....................................................................................86
Hotel Emergencies
XII-2
Emergency Response Team
The primary responsibility for protection of persons and property from injury and loss during an
emergency belongs to the General Manager. Often they can best meet this responsibility through
the establishment of an Emergency Response Team (ERT). The ERT can then be charged with
identifying, planning for and responding to emergencies. The ERT should:






horities are notified in a timely fashion.





nd report losses

Emergency Organization Staffing
The number of employees assigned to the ERT on a full-time or part-time basis will depend on
local conditions, including the availability and response time of the emergency agencies. In smaller
hotels, the ERT may consist of the General Manager and the Chief Engineer or the engineer on
duty.
The ERT will not be successful unless it receives management support, adequate training and
equipment.
Additionally, on each shift there should be employees trained in first aid and the use of fire
equipment as well as instructed on what to do in case of an emergency.
In some hotels, these employees may be considered part of the ERT, but in general, the employees
selected for the ERT should be selected with the idea of forming teams within departments that may
respond to an emergency at anytime, anywhere in the hotel. It is desirable to have one team made
up of persons from engineering. The Chief Engineer or his assistant should be a member of the
ERT.
Every person who is a member is expected to perform physical duties, i.e. fight a fire, lifting,
climbing, etc. All members should be available for duty at all times, or in accordance with a
prearranged schedule.
Hotel Emergencies
XII-3
Hotels operate 24 hours a day and the selection of ERT personnel should take into account the
availability of employees during periods of reduced staffing. It is important to select persons from
all shifts in order to provide adequate coverage at all hours, and that periodic checks are conducted
to be sure that the rotation of personnel or changes in assignments have not depleted the ERT on
any one shift.
Selecting a Emergency Organization Director
The General Manager should designate the ERT Director. The Director should be given full
support from management. Responsibilities of the Director should be clearly defined and
understood by the hotel staff.
ERT Director should meet the following criteria:

hotel life safety and security systems, fire

fighting and emergency planning.


Duties of the Emergency Response Team Director

and provide plans of action to meet

emergency situations in the hotel.


nd

discuss problems with regard to the hotel's loss prevention program.



designed to train the ERT members under varying conditions






maintenance and supervise the testing of these systems.
unction with the
security program. Copies of the inspection report should be filed with the Secretary of the
Safety and Security Committee.
Emergency Response Team Director s/Supervisor s
Assistant ERT Directors
Assistant ERT Directors should be appointed by the General Manager to assist the ERT Director
and to act as director during the Director's absence. The Assistant Directors should have similar
qualifications and duties as the Director. The Director and the Assistant Directors should try not to
be absent from the property at the same time.
Team Captains
The Director should appoint Captains of various teams within the ERT who will supervise the
individuals in their team. These individuals should be capable of taking charge during an
emergency.
Hotel Emergencies
XII-4
Phase One
In Phase One the ERT should be prepared to aid the victims, relocate guests and notify senior
management and Risk Management of the emergency.
Providing Aid

agencies, such as the police, the fire department, and medical

services of conditions at your hotel.


not be moved unless their lives are in danger or there is a possibility of additional injury.


need. Be prepared to respond to requests made by medical personnel, as they may need your
assistance if there are large numbers of victims. Employees who have been trained in CPR
and first aid should be available to assist. Basic first aid materials, towels and blankets should
be provided to the emergency personnel for use in helping victims.
Relocating Guests

essional emergency personnel, evacuate the hotel and relocate guests

to an area away from the endangered zone. Hotel staff should assist guests in moving to this

pre designated relocation center. At that time the ERT should be prepared to implement the

transportation and housing plans established for such purposes. If it is necessary to move

guests away from the hotel, make arrangements for guests to make calls to relatives. The

hotel may wish to arrange for the hotel to pay for these calls.


including the relocation of injured guests. Use the materials in the emergency response kit

(guest identification tags and roster) to keep track of each relocation. These records should be

turned over to the General Manager.



occurred. Pertinent records for employees should be obtained from the hotel's personnel

director. Guest records should be obtained from front desk personnel.


around the endangered zone. Contract security may be used is necessary. Initiate and
coordinate procedures to secure guests' personal effects. If guests have been removed from
the hotel, the guest room doors should be "double locked." Security should conduct frequent
patrols of the hotel.
It may be necessary to remove belongings from guestrooms. Inventory guest belongings (use two
employees) and store belongings in a secure location. The General Manager or his designee
should maintain the key to this location.
Hotel Emergencies
XII-5
Phase Two
In this phase the ERT should establish an operations center, arrange for communications,
establish emergency security, shut down utilities/inspect for structural integrity, and make
arrangements for communicating with the media.
Hotel Operations Center
If for safety reasons the hotel cannot be occupied, a hotel operations center should be established
close to the emergency area as soon as possible following the evacuation of the hotel. This will
allow the ERT to continue managing and controlling the emergency while ensuring the
continuation of the hotel's business. If necessary, the center should be staffed and open 24 hours a
day. The Manager on Duty should remain in the operation center to coordinate hotel operations
and communicate with local authorities and senior management.
Communications


-way radios" for management's use.


are knowledgeable enough to answer guests' and employees' questions.


at the hotel may not be in service. It may be possible that pay phones will be working while

internal hotel phones will be out of service. Also, there is a possibility that phone calls may

be placed out of the area but calls may not be able to be made into the affected area.)


ecessary staffing requirements and communicate work schedules to hotel

employees.
Emergency Security
In cooperation with local authorities, immediate steps should be undertaken to survey the
property and provide security for guests, employees and company assets.


provided 24 hours a day. Establish patrol patterns that will provide coordinated security of

the hotel's perimeter and buildings.

y contractor to provide additional services as required.



and any outside material. If the building structure is damaged or will be out of service for an

extended period, it may be necessary to erect fencing around the hotel.


property. This system would allow security to identify employees and outside individuals

who have a need to be in and around the emergency area. Hotel employees should wear their

nametags as identification.

ed area and furnish this

information to security. Only those individuals should be allowed to enter the affected area.
Hotel Emergencies
XII-6
Records should be maintained by security of the name, date and time of the entry and exit of
all individuals.
Utilities/Structural Integrity
In the event of structural damage these additional items should be considered:



their employees to confirm the integrity of the hotel's systems.

ectrical contractor to install temporary lighting and emergency generators, if

necessary.


necessary for a structural engineer to conduct an in-depth inspection.
Communications with the Media
Refer to Communications with the Media Section of this Loss Prevention Manual for instructions
on communicating with the media, or contact the JANKO HOSPITALITY LLC
Communications Department.
Establish a location away from the emergency area where media representatives can assemble.
Establish a rigid timetable for dispensing information or holding news conferences.
Phase Three
In this phase the ERT will arrange for an investigation of the emergency incident, conduct
management reviews of the actions being taken, and conduct a review of your emergency plan to
accommodate unforeseen losses.
Emergency Investigation
Prepare a report on the emergency that includes the following information:





Witnesses to the emergency should be interviewed and their information included in the report.
The report should be sent to the hotel's senior management as soon as possible.
Hotel Emergencies
XII-7
Once senior management has received the report, the ERT should determine what their response
to the emergency is and coordinate with them to ensure that the proper resources are mobilized to
help manage the emergency.
Also, note that major hotel emergencies will usually involve agencies from all branches of
government (local, state, federal). Space should be made available to accommodate agencies
involved with the emergency.
Once the property has been released by the local authorities, the ERT should prepare to take over
its security by:



Plan for both short-term and long-term investigations of the emergency. Each investigating entity

involved with losses to the hotel will need space in which to work as well as the following

arrangements:




the magnitude of the incident)

-way radio)


-processing

plant


work)

Management Review
During the first 72 hours following the occurrence of the emergency, schedule meetings with the
ERT at least three times a day to ensure that all assigned duties are being carried out. After the
first 72 hours, continue to meet at least daily or as often as circumstances require.
Add or restructure job duties or functions as required by the current situation. Continue meetings
and critiques as long as emergency conditions exist.
Plan Review
Unexpected issues that will require your attention will emerge as additional losses to the hotel are
discovered after the initial crisis. The ERT should reevaluate the emergency plan to
accommodate for these issues.
Hotel Emergencies
XII-8
Emergency Management Plan
Natural emergencies, although infrequent, do happen and the ERT should be prepared for them.
Depending upon its location, a hotel may have to cope with earthquakes, floods, tidal waves,
hurricanes/typhoons, tornadoes, windstorms, power failures or severe snowstorms. In some
instances, natural disasters present unique problems whereby the hotel might be used as shelter or
hospital for nearby residents. These situations may have a traumatic effect on the victims, their
families and the hotel. Emergency planning can greatly reduce the impact of these situations and
can assist in the efforts to re-establish operations following a loss.
The hotel's ERT should develop Emergency Management Plans (EMP) for those perils likely to
impact the hotel. These plans are a critical part of any hotel's operating procedures. The ERT
should prepare hotel staff to implement emergency plans with little notice.
The goals of an emergency plan are as follows:
disaster or other catastrophe.
ol for training employees in actions that should be taken in the event of an
emergency.
any others directly affected by the incident.
ers in the evaluation of the cause(s) of any losses and in an assessment
of the magnitude of damage.
Contingency Planning
Preparation and training are critical components of any emergency plan. An effective emergency
plan will provide for the following:
Training: Employee training and drills should be conducted semi-annually and on all shifts to
ensure that in the event of an emergency, employees are aware of their duties and responsibilities.
The ERT should critique the employees' actions on these drills to evaluate and correct the hotel's
emergency plan.
Emergency Resources: To help ensure hotel operations are restored in a timely fashion, a list of
vendors, contractors and other resources should be maintained. The list should contain names, 24
hour contact numbers, and a description of the services offered. A minimum of two vendors
should be listed for each resource. Each vendor or contractor should be contacted on a regular
basis to confirm that they will respond to your request and are capable of providing the services
or equipment required.
Hotel Emergencies
XII-9
Relations with Local Authorities: The ERT should establish a working relationship with local
authorities who will be responding to emergencies at the hotel. The ERT should know the names
of individuals within the public agencies who can help coordinate the safety efforts undertaken
by the hotel. In the event of a major emergency, local and state authorities might take control of
the hotel property for a period following the emergency. Efforts in preparation for an emergency
will help ensure cooperation with these authorities before, during and after an emergency.
Emergency Checklists: Each department manager should have a checklist of actions that they
should perform in the event of an emergency. Where appropriate, drawings of the hotel
identifying utility controls, assembly points, and any other important information should be
maintained. Sample checklists for each department are shown as exhibit #. Department
managers should be trained through a practice drill to become familiar with their respective
responsibilities during and following an emergency. Department managers should delegate
specific responsibilities on the checklists to their employees and train them in those
responsibilities.
Emergency Response Kit: An emergency response kit should be kept at the front desk that
contains supplies that will enable the hotel's management to keep track of the relocation of
employees and guests after an emergency. The kit should contain the following:










The guest identification tags are used to identify the guest or the guests property if they have been
relocated or are being relocated to a medical facility. They should have space to record the guest's
name and room number, and the name of the medical facility to which the guest was transferred.
The tag should be a two-part form. One part of the form should be provided to the guest or
placed on their property. The second part should be kept at the hotel by the General Manager to
account for and identify the current location of the guests.
The guest identification roster should also be used to keep track of the location of all guests who
had been staying at the hotel at the time of the emergency. It should record the guest's name, the
room number to which the guest is registered, the name of the location to which the guest was
transferred, and whether it was a medical facility or alternate housing.
Hotel Emergencies
XII-10
First Aid Training and Supplies: Selected personnel on each shift should be trained in first aid
and CPR procedures. This training should be kept current. A basic first aid kit should be
maintained with a complete inventory of supplies.
Mutual Assistance Agreement: The ERT should develop a Mutual Assistance Agreement with
several local hotels or businesses to provide for the transportation and relocation of guests in the
event it is required. This agreement should be developed in advance and in writing when
possible. The plan should be reciprocal for all parties.
Emergency Plan Review: Emergency plans should be reviewed by the ERT a minimum of twice
each year at the time of training or drills. A post drill review should be conducted to determine if
any changes to the plan are necessary. All contact information should be verified to ensure it is
current.
Reporting Instructions
After an emergency occurs, the General Manager should inform the senior management and Risk
Management department, company, owners, and insurance carriers of the incident by telephone,
providing as much information as possible. Immediately thereafter the following reporting
procedure is to be observed:
List nature and extent of all injuries, sustained or reported by guests or employees.
Assess the damage to the facility and the impact on business operations including.
NOTE: Repair work, other than that necessary to protect the building and its contents, should not
be started until approved by the Risk Management department.
Hotel Emergencies
XII-11
Fire Emergencies
The importance of thoroughly educating all employees in the actions to be taken in case of fire
cannot be overemphasized. Individuals who can react to a fire in a quick, quiet, efficient manner
can often avert panic and prevent injury to people and property.
Refer to the JANKO HOSPITALITY LLC Emergency Management Plan for guidelines in
developing a plan for responding in the event of a fire. Once a hotel has developed their plan, a
copy of the plan may be sent to the local fire authority for review and approval. The local
authority should sign and date the plan indicating that it has been reviewed and returned to the
hotel with comments.
Once the fire alarm system has been activated, it should not be silenced until management has
determined that no fire exists or the fire department requests that the alarm be silenced.
After the fire, notify senior management and the Risk Management department. Submit a Loss
and Incident Report containing all pertinent information concerning the fire.
Instructions for Reporting a Fire
1. Remain calm but react quickly.
2. Immediately pull the nearest fire alarm available, then call the telephone operator. Describe to
the operator the exact location of the fire.
3. Never yell, "fire" or exhibit any action that might panic the guests.
4. Return to the fire area with an extinguisher. Attempt to extinguish or contain the fire only if
you are trained and it is safe to do so.
5. If the fire cannot be extinguished, evacuate and seal off the area. Close all doors and
windows.
Instructions for the Switchboard Operator
1. Immediately notify the fire department giving them the name and address of the hotel and the
location of the fire.
2. Notify the emergency organization chief that there is a fire and tell them where it’s located.
3. When answering the phone, give first priority to the in-house calls. Inform guests that the
alarm is being investigated and request that they proceed to their door and follow the
procedures listed there.
4. When the fire department, General Manager or emergency organization chief orders a floor or
area evacuated, begin a systematic ringing of the rooms in that area. Notify the guests to
evacuate the area. Deliver the following suggested message in a calm, steady voice:
“This is the Hotel Operator, remain calm, we are currently investigating the alarm. For your
safety, follow the Emergency Procedures located __________ (location in guestroom).
Hotel Emergencies
XII-12
During any evacuation, a written record of all the rooms contacted should be maintained.
Sample Fire Plan
Some hotels may find it useful to summarize key components and post them for employee use.
The following is a sample plan which utilizes this concept. Hotels should develop their own
which is designed to meet their specific needs.
PTEMBER 1999
Instructions for printing and placement of plan:

. When the Action

Card has two pages, the card should be printed two-sided.



s in order into one brightly colored accordion file).



Fire Procedure Plan.


they are notified of the existence of a fire.


desk or according to their training.


employee is on duty.

Hotel Emergencies
XII-13
ACTION CARD 1
FIRST RESPONDER
EMERGENCY FIRE PROCEDURES
8AM ~ 5PM
EMERGENCY PHASE




d “Action Card 2”




of danger


If all Action Cards have been retrieved, assist the DIRECTOR (Action Card 5)
NOTE: The alarm panel should not be reset or silenced until it has been determined that there is
no fire or emergency.
Hotel Emergencies
XII-14
Action Card 2
FIRE SQUAD (ENGINEER & GSR)
Emergency Fire Procedures
8AM ~ 5PM
EMERGENCY PHASE


RESPONDER (Action Card 1)




the dispatcher
If a fire is visible…


extinguisher


doors

cher

If Alarm Source is behind a Closed Door



no sign of smoke, enter the room, locate alarm source



y closing

the door
Hotel Emergencies
XII-15
No Sign of Fire


POST EMERGENCY
Return to front desk to assist DIRECTOR (Action Card 5)
Hotel Emergencies
XII-16
ACTION CARD 3
COMMUNICATOR
EMERGENCY FIRE PROCEDURES
8AM ~ 5PM
EMERGENCY PHASE





we are currently investigating the alarm. For

your safety, proceed to ________________ and follow the Emergency Procedures listed

there.”


ard 5)




POST EMERGENCY

GM/MOD) on how to respond to guest and

media inquiries


Hotel Emergencies
XII-17
ACTION CARD 4
UTILITY
EMERGENCY FIRE PROCEDURES
8AM ~ 5PM
EMERGENCY PHASE



elevator(s)


or Plans (enclosed)




chematic & Keys



POST EMERGENCY


operty and equipment



Hotel Emergencies
XII-18
ACTION CARD 5
DIRECTOR (GM/MOD)
EMERGENCY FIRE PROCEDURES
8AM ~ 5PM
EMERGENCY PHASE





provide to COMMUNICATOR

(Action Card 3) and UTILITY (Action Card 4)




y where guests will be relocated




e Number: __________________




guests (enclosed)

as needed

Hotel Emergencies
XII-19
ACTION CARD 5 ~ SIDE 2
DIRECTOR
EMERGENCY FIRE PROCEDURES
8AM ~ 5PM
POST EMERGENCY

el

JANKO HOSPITALITY LLC Risk Management department.




(enclosed)

curity for the property


-establish a communications system (radios, cellular phones, etc.)


o guests, employees,

relatives, media, etc. (sample enclosed)

Hotel Emergencies
XII-20
ONE EMPLOYEE ON DUTY
EMERGENCY FIRE PROCEDURES
EMERGENCY PHASE


d activate the fire alarm




“This is the Hotel Operator, remain calm, we are currently investigating the alarm. For your

safety, proceed to _______________ and follow the Emergency Procedures listed there.”






3





– Provide Occupancy Reports, Floor Plans and E Keys


Hotel Emergencies
XII-21
LAUNDRY
EMERGENCY FIRE PROCEDURES
EMERGENCY PHASE
When Alarm Sounds…




exits
POST EMERGENCY



they are not evacuated)

Company: _______________________ Phone Number: __________________
Company: _______________________ Phone Number: __________________
Hotel Emergencies
XII-22
HOUSEKEEPING
EMERGENCY FIRE PROCEDURES
EMERGENCY PHASE
When Alarm Sounds…

r nearest guestroom


POST EMERGENCY

Hotel Emergencies
XII-23
GUEST SERVICES
EMERGENCY FIRE PROCEDURES
EMERGENCY PHASE
When Alarm Sounds…




hen 5 or more employees are on duty, and a

special card for use when one (1) Employee is on Duty



n card and follow the procedures listed on the yellow laminated card.
POST EMERGENCY

Hotel Emergencies
XII-24
Re-Opening of Property
In the event the hotel is damaged by fire the decision to re-open the hotel is the responsibility of
the General Manager, in conjunction with the local authorities. It is not advisable to make this
decision without first identifying all of the essential prerequisites to re-open.
Building/safety inspections will be conducted by the Chief Engineer, Director of Security and the
Housekeeping Director. Depending upon the nature of the emergency, the following areas are to
be inspected:






The hotel’s Safety and Security Committee should meet to determine:


-opening strategies


ements


Hotel Emergencies
XII-25
Floods
The General Manager should determine what the flood potential is for their location. This
information may be obtained from the Risk Management department, local library, or the local
authorities. A hotel does not have to be located near a river or stream to have the potential for a
flood. Flooding can be caused by large amounts of rainfall during short periods of time,
overloaded storm sewers, broken water mains or improperly designed run-off areas.
Refer to the JANKO HOSPITALITY LLC Emergency Management Plan for guidelines in
developing a plan for responding in the event of a flood. In addition, your plan should include the
provisions described below.
Preparation
As in other possible emergencies, the planning for floods should be completed in advance.
Before a flood occurs, the hotel should have the following equipment on hand:

ree

days).

-operated radios with spare batteries.





s for lashing down objects that could be swept away.


Division of Responsibility
General Manager:

dates.



emergency.


local authorities.

Engineer:



Hotel Emergencies
XII-26

pool furniture, trash cans and other outside fixtures in place.


emergency generators.


ck to ensure that all sewer and roof drains are clear of obstructions.

Housekeeper:

-level rooms and store on upper floors.


placed on upper floors should be moved to the top shelves.


sanitation.


Food and Beverage Manager:

-day supply of canned goods and other nonperishable food items to an

upper floor.



ith the food items, a three-day supply of paper plates, plastic flatware

and trash bags.


ss absolutely

necessary.
Front Office Manager:


hotel. Offer guests the opportunity to decide if they should stay or leave.

upper floors.



Guests and employees:


r that is deeper than the level of your knees.

Hotel Emergencies
XII-27
After the Flood Waters Recede


r possible contamination.


before returning it to service.


may be trapped.


Hotel Emergencies
XII-28
Hurricane/Typhoon
Advance planning can play a major role in limiting the damage caused by hurricanes and
typhoons. Each hotel should form an emergency organization early to make plans for violent
weather. The team should be aware of the immense destruction that such tropical storms can
produce and the need for acting together quickly should one threaten to strike.
Refer to the Emergency Management Plan in the Loss Prevention manual for guidelines in
developing a plan for responding in the event of a hurricane/typhoon. In addition, your plan
should include the provisions described below.
Before hurricane season starts...
Hurricane season runs June 1 through November 30.
Emergency Team:
The team should have on hand at the hotel the following equipment and make the following
preparations:


three days).

-operated radio with spare battery.




windows on ground floors.



-aid kits.

-up" procedures, so that they can be executed quickly and

efficiently when the need arises.

Hotel Emergencies
XII-29
Landfall: – 4 Days
General Manager:

phone numbers for local emergency preparedness (civil defense), police and

fire departments, the JANKO HOSPITALITY LLC Loss Prevention Department and

your Franchise Service Manager.


Engineer:

hat dead limbs, coconuts and debris are removed from trees, the grounds

and the rooftop.



Housekeeper:


Front Office Manager:

Landfall: – 3 Days
General Manager:

ts for storm information or receive regular reports

from the “weather watcher.”



e precautions being

taken by the staff.

Engineer:


agree that it is not a good use of time to simply tape windows, so if shutters or plywood

are installed, skip to the next task.)


ducts).

after

the storm to a safe place.

Housekeeper:


meeting rooms.

ns, etc., to low level rooms that have been

emptied of furniture. Secure these rooms.


lashed in place. Patio furniture may be placed in the pool.
Hotel Emergencies
XII-30


sump pump rooms.
Food and Beverage Manager:

-day supply of paper plates, plastic flatware, and

trash bags.

ll goods from pool bars.
Front Office Manager:


hotel.
Landfall: – 2 Days
A hurricane watch is issued when a storm threatens to hit the area within 24 to 36 hours. When
the weather bureau issues a hurricane watch, the emergency organization should move smoothly
into action. Each department head should take the preliminary action outlined below so all
departments are ready if the storm continues on the established course.
Engineer:


-critical areas.

Food and Beverage Manager:

-perishable items to an upper

floor room.

g utensils and sterno to a room near the food items.


Front Office Manager:


he storm area.
Landfall: – 1 Day
A hurricane warning means that a storm is expected to hit a specified area within 24 hours.
Begin final preparation for the protection of life and property immediately. Know where the eye
of the hurricane will strike the coast and know its velocity. These facts are crucial to your
emergency preparations. In the northern hemisphere, winds move in counter-clockwise rotation.


damage.


will still be high.

Use this information to be prepared for both situations. Responsibilities should be delegated as

follows:
Hotel Emergencies
XII-31
General Manager:



ployees who wish to work at the hotel during the storm move with their families into

the hotel.

Engineer:

s.

-lying portions of the hotel.



Housekeeper:

plies, etc., as storage space allows to an upper floor.


Food and Beverage Manager:

ulins and waterproof covers.



necessary.

flooded waters.

Front Office Manager:




the latest storm information.

During the Storm...
If the eye of the hurricane passes directly overhead, do not go outside; the winds start up again
rapidly. The wind direction will switch after the eye passes. Continue to use public utilities
until they fail.
General Manager:



tch for flooding conditions in the hotel.

All available staff:

Hotel Emergencies
XII-32
Engineer:


failure, turn off electrical switches to prevent reactivation before necessary

checks are completed. Follow lockout/tag out procedures.
After the Storm...
General Manager:

JANKO HOSPITALITY LLC Loss

Prevention Department by the most expedient means of communication.


assistance.

if the

hotel has been severely damaged.

Engineer:


survey for damage to foundations or underground piping. Coordinate the cleaning, checking,

and repairing of electrical and hydraulic equipment.


storm.


torn roof coverings immediately. Clean roof drains and remove debris from roof to prevent

drainage problems.

Front Office Manager:


-in, inform guests of any reduction in services.
Sample guest letters, notices and waivers for failure to evacuate the hotel are located in the
appendix.
Hotel Emergencies
XII-33
Terms Used in Storm Reports
Here is a glossary of some of the terms the National Hurricane Center uses as it tracks the 2000
Atlantic storm season:
Hurricane/Typhoon: A tropical cyclone in which the maximum sustained surface wind is 74
mph or more. The term hurricane is used for Northern Hemisphere cyclones east of the
International Dateline to the Greenwich Meridian. The term typhoon is used for Pacific cyclones
north of the Equator west of the International Dateline.
Hurricane Season: The part of the year when hurricanes are most likely. The season in the
Atlantic, Caribbean and Gulf of Mexico runs from June 1 to Nov. 30.
Hurricane Warning: A warning that sustained winds 74 mph or higher associated with a
hurricane are expected in a specified coastal area within 24 hours. A hurricane warning can
remain in effect when dangerously high water or waves continue even though winds may be less
than hurricane force.
Hurricane Watch: An announcement of specific coastal areas where a hurricane or an incipient
hurricane condition poses a possible threat, generally within 36 hours.
Tropical Storm: A tropical cyclone in which the maximum sustained surface wind speed ranges
from 39 mph to 73 mph.
Tropical Storm Warning: A warning for tropical storm conditions that are expected in a
specified coastal area within 24 hours or less.
Tropical Storm Watch: An announcement that a tropical storm poses or tropical storm
conditions pose a threat to coastal areas generally within 36 hours.
Center: The vertical axis or core of a tropical cyclone.
Eye: The relatively calm center of the tropical cyclone that is more than one half surrounded by
wall cloud.
Storm Surge: An abnormal rise in sea level accompanying a hurricane or other intense storm.
Additional Resources
National Hurricane Center (US) ~ http://www.nhc.noaa.gov/
FEMA (US) ~ http://www.fema.gov/fema/trop.htm
Forecasting and Storm Watches ~ http://www.earthwatch.com/
Hotel Emergencies
XII-34
Tornadoes/Windstorm
It is important to know the difference between a tornado watch and tornado warning. A tornado
watch simply means that conditions are favorable for the formation of a tornado. A tornado
warning is issued when a tornado has actually been sighted or is indicated on radar.
Refer to the JANKO HOSPITALITY LLC Emergency Management Plan for guidelines in
developing a plan for responding in the event of a tornado. In addition, your plan should include
the provisions described below.
Instructions for a Tornado Watch
A weather alert radio is a useful tour for monitoring inclement weather. The General Manager,
when made aware of a tornado watch, should monitor radio and television broadcasts for changes
in current weather conditions. The telephone operator should notify all department heads that a
tornado watch has been issued by the U. S. Weather Service.
The hotel can continue normal operations until the National Weather Service issues a tornado
warning.
Instructions for a Tornado Warning
The General Manager should:
conditions.
supplies after the tornado, if necessary.
do spotter at a location that gives him a view to the southwest, the direction from
which tornadoes usually approach.
If the spotter sights a tornado, he should notify the front desk immediately. By a prearranged
signal, the front desk manager should instruct all employees to seek shelter in an area of the hotel
on the ground level that has no windows.
Telephone Operator:

"The hotel is under a tornado warning. If the tornado strikes, proceed to your bathroom and
close the door."
Hotel Emergencies
XII-35
Guest Service Manager or Night Auditor:

rea.


tornado warning area. We recommend that you return to your room. In the event that the

tornado strikes, proceed to your bathroom and close the door."
Engineer:


damaged in the storm.


Hotel Personnel:

-aid as necessary for guests and employees.



The general manager or their designee should notify senior management and the Risk
Management department of any damage.
If the tornado does not strike and the all clear is issued, all activities should return to normal. The
telephone operator and public address announcer should inform guests:
"The danger has passed. Thank you for your cooperation."
Hotel Emergencies
XII-36
Winter Storms
In areas where winter storms can be particularly severe, the emergency organization of the hotel
should begin to make plans in October for the coming winter.
Refer to the JANKO HOSPITALITY LLC Emergency Management Plan for guidelines in
developing a plan for responding in the event of a winter storm. In addition, your plan should
include the provisions described below.
Preparation
The committee should first make sure that the following equipment is on hand before the storm
season arrives:

-operated radio and spare batteries


-day food supply

-day emergency fuel supply


Division of Responsibility
Engineer:
The engineer should check the following to make sure the hotel's buildings are ready for the
coming winter:



sprinkler systems are heated.

-pipe systems.


type.
Management:
When a winter storm is imminent, the management on duty should:

-time, core employees or employees willing to live at the hotel while

it is isolated.


should attempt to travel or remain at the hotel. Remember: It is usually safer to stay at the

hotel than to risk being trapped in the storm.
Hotel Emergencies
XII-37


and the claims adjustment organization, and submit a Loss and Incident Report containing

details of the damage.
In areas where winter storms can be particularly severe, the ERT should begin to make plans well
in advance for the coming winter. Preparations are similar to that for hurricanes and the
following items should be on hand before the storm season arrives:
Battery operated radios and spare batteries. (The emergency generator is operable and the fuel
oil tank is full or near full at all times during the season).




-aid kits.
The ERT Director should check the following to make the building ready for winter:
Be sure that all areas containing wet sprinkler and fire standpipe systems are heated.
Drain all cooling towers and condenser water piping that is exposed to the weather.
Drain condensation from all dry pipe systems and water from all outside sprinkler systems, hose
bibs, exposed water coils in HVAC systems, or make certain that coils, hose bibs, etc. are of the
non-freeze type.
Make certain that any fire extinguishers exposed to freezing temperatures are the non-freeze type.
Install heat tracers on all water lines that are operable during winter but exposed.
The ERT should:


isolated.


attempt to travel or remain at the hotel.
NOTE: it is usually safer to stay at the hotel than to risk being trapped in the storm.
Hotel Emergencies
XII-38
Re-Opening After Evacuation Due to Storms
An action and assessment meeting with all key departments should take place prior to re-opening
for business. In this meeting strategies, supplies, staffing, safety, communications and available
moneys should all be taken into consideration.
Meetings of all key personnel should take place each day following the re-opening process to
review, update and prioritize issues or needs.
The Chief Engineer and members of the Security and Safety Committee should conduct a
complete inspection of the property to insure that it is safe to re-open for business. Any area that
is deemed unsafe should be blocked off and secured to prevent injury.
Considerations for re-opening should include water pressure, electricity, guest room conditions,
public area safety hazards and structural damage.
Patrols of the property and perimeter should be implemented for fire watch and crime prevention.
All findings should be reported back to the General Manager as soon as possible.
As soon as the storm passes, the hotel should be prepared for guests to arrive, anxiously wanting
access to the building. Doors should not be opened until all inspections have been completed
and a plan of action has been discussed. It is likely that manual operations will be your only
means of control.
Make arrangements to retrieve those guests housed in shelters.
A block of rooms should be set-aside for employees and their families. Many will have worked
several shifts and others will have been left homeless. Rooms should also be set-aside for those
who will be returning from shelters.
Consideration should be given to those individuals arriving at the Hotel with previous
reservations. However it is likely that local residents will require shelter as well as emergency
and utility companies.
An employee dispatch area should be set up immediately. All employees should report to the
center so that they can be dispatched to departments and areas with priority needs in an effort to
get operations back to normal.
It is important not to undertake more than can be handled. Staffing will be difficult. If you will
not be providing services as expected, it is important to inform guests on arrival. Guests should
be updated throughout their stay on services or lack there of. It is likely that this will have to be
accomplished manually through letters or the guest message center.
Hotel Emergencies
XII-39
It cannot be stressed enough how important each individual employee can be in this situation.
All efforts should be made through human resources and department heads to speak to each
employee to ascertain their personal situation. Assistance in the way of food, shelter,
transportation and in some instances monetary compensation will be needed to help the employee
who will in turn be of great assistance to you in returning the hotel to normal operations.
Hotel Emergencies
XII-40
Earthquakes
An earthquake is a natural disaster, which can strike without warning and is capable of creating
major destructive or disruptive damage to a hotel property. Hotels, especially in the western
United States, are constantly susceptible to earthquakes. Increased earthquake activity makes the
possibility of a major earthquake an everyday reality.
Scientists are focusing on the search for means of predicting impending earthquakes but, as yet, a
completely accurate prediction of time and place of an earthquake cannot be made.
The actual movement of the ground in an earthquake is seldom the direct cause of injury or
death. Most casualties result from falling objects and debris because the shocks can shake,
damage, or demolish buildings and other structures. Earthquakes can also cause landslides and
generate huge ocean waves (seismic sea waves), each of which can cause great damage.
Training and increased preparedness are essential to survival both during and following the
earthquake. In every case, the ultimate concern should be for the safety of our guests and
employees.
If your hotel is located in an earthquake prone area, an earthquake emergency plan should be
developed. Refer to the JANKO HOSPITALITY LLC Emergency Management Plan for
guidelines in developing your plan. In addition, your plan should include the provisions
described below.
Before the Earthquake
There are many actions which a hotel in an area in which the threat of earthquakes is a real threat
should take to reduce the dangers from earthquakes to your guests, employees, and the property.
The ERT Director should thoroughly inspect the hotel and make certain that:

-fired equipment is properly bolted down since fire damage can result from broken gas

lines.


arge and heavy objects are placed on the floor or lower shelves.


-heavy objects are braced or anchored.


panic during an earthquake.


at the water service entrance into the building.


disasters. Do not tell frightening stories about disasters.
Hotel Emergencies
XII-41
Have each employee complete an Employee Skills Questionnaire. Use this questionnaire to
determine which employees have unique skills, which could be used during an earthquake
emergency.
Prepare a list of emergency telephone numbers (see the Resource Checklist shown as Form #).
Prepare a list of the property's public pay telephone numbers.
Obtain emergency supplies and determine how they will be distributed in the event of an
earthquake. Make sure you have adequate supplies for the number of guests to be served.




-powered radios.

Blankets and towels.
NOTE: The hotel may be without gas, water, electricity, sewage and telephone service after an
earthquake.
Establish an earthquake locker that should contain at least the following tools: sledgehammers,
shovels, crowbars, and additional flashlights and fresh batteries.
Identify and plan auxiliary power supplies for areas critical to the operation of the hotel after an
earthquake:





-way radios

Have a radio and television set available at the front office area which can operate on both AC
and battery power.
Prepare a diagram of water, gas, and electrical cut-offs.
Consider the purchase of a cellular phone in case hotel communications are disrupted. (Bear in
mind that pay phones often work when hotel phone systems are down.)
Determine who will assist physically handicapped guests.
Hotel Emergencies
XII-42
Bolt down or provide strong support for all water heaters, gas appliances, high or top shelves,
machinery and any other equipment which could fall during a tremor. Ensure that all pictures are
fastened securely to the wall.
Have the chief engineer maintain a current set of blueprints and plans of the hotel.
Conduct inspections at least twice a year to ensure that new additions and changes to the hotel
building and grounds are identified and secured. Remember to especially identify potential
hazards from falling objects.
Identify several alternate guest relocation sites in case the hotel is severely damaged and should
be evacuated.
To assist in evacuating guests from the hotel, employees should be identified and assigned as
"emergency floor coordinators." These coordinators should be able to give instructions to the
guests for a safe evacuation, such as "use the stairs, not the elevator," and "walk, do not run."
Identify employees who can speak different languages and who could be used in communicating
instructions to foreign guests.
Train employees what to do to protect themselves during an earthquake.


doorway.


During the Earthquake
If possible, have public announcements made immediately. A sample announcement is as
follows:
"Attention, please. We are experiencing an earthquake. Get under a heavy table or object if
possible, or drop to the floor and cover your head. Do not run. Remain calm. Please avoid
windows and heavy objects suspended from ceilings such as lights, fans, or ornaments."
(Repeat if necessary in multiple languages.)
Following the cessation of the initial shock waves, make the safety of guest and employees your
first concern. Be aware that there may be possible aftershocks.
Hotel Emergencies
XII-43
After the Earthquake
ERT members should immediately be stationed throughout the hotel, on guest floors, at
elevators, food stores and freezers, fire equipment main switchboard, emergency generator, etc.
to protect, calm and reassure guests and employees and to guard vital services.
Important: If employees can contact families as soon as possible after the earthquake, they may
then be in a better position to aid the hotel.
Post Earthquake Checklist


persons unless they are in immediate danger of further injury.


shut off the main gas valve.

Shut off electrical power if there is damage to your wiring. Report damage to the appropriate

utility companies and follow their instructions. Do not use matches, lighters, or open flame

appliances until you are sure no gas leaks exist. Do not operate electrical switches or

appliances if gas leaks are suspected as they create sparks that can ignite gas from broken

lines.



protective gear should be worn.

er heaters, toilet tanks, pool,

melted ice cubes, F&B supplies and canned vegetables.


uids may be

strained through a clean handkerchief or cloth if danger of glass contamination exists.


well ventilated areas.


and information.


areas and at the roof line. Unnoticed damage could lead to a fire. The initial check should be

made from a distance. Approach chimneys with caution.


for objects falling from shelves.

ets adjacent to the hotel clear for passage of emergency vehicles.


are smaller than the main shock, some may be large enough to cause additional damage.
Hotel Emergencies
XII-44


but do not go into damaged areas unless your help has been requested. In some areas, you

may be arrested for getting in the way of disaster operations. Cooperate fully with public

safety officials.



case should guests or displaced persons be allowed in back-of-the-house areas.


supervised.


son or persons to use the public address system to inform guests and employees

of current information about conditions at the hotel. (Note: The same voice has a tendency to

calm and reassure guests.)

loors and interior stairwells with keys,

radios, whistles, and emergency lighting (such as flashlights, fluorescent lanterns or light

sticks) to conduct room-to-room searches, make damage checks and assist guests and

employees in moving to a safe area.

sher guests to a central, secure location.


are not injured.


tilities as necessary, and check for damage.

Do not reset utilities or elevators without inspection by outside contractors or consultants.


Engineer or the Loss Prevention Department can assist in obtaining a qualified individual.


phones or cellular phones.

soon as possible. Request

assistance as needed.


know if they're all right.
Safe Areas


f the room with management personnel.

-powered television and radio to provide guests with outside

information.

Hotel Emergencies
XII-45

d be used to post:





Important: Where applicable, messages should be in multiple languages.
If possible, provide refreshments to guests in this area. Restrain or limit bar and lounge hours to
control overindulgence. Strictly limit cash on hand in bars or public areas following the
emergency.
Using employees or security personnel, establish door security as soon as possible to control
entry of unauthorized persons. Have the Food and Beverage Department implement plans for
serving guests:






n heavy, sealed garbage bags and place them outside of the hotel.

Injuries
Injuries as the result of an earthquake are commonly caused by:

neys, falling brick from wall facings and

roof parapets, collapsing walls, falling ceiling plaster, light fixtures and pictures.

-rise

structures.)

fixtures and other furniture and appliances.


aggravated by the lack of water for fire fighting due to broken mains.

Additional Considerations
During an earthquake all hotel personnel and guests should be urged to remain calm.
If indoors, watch for falling plaster, bricks, light fixtures and other objects. Watch out for high
bookcases, china cabinets, shelves, and other furniture, which might slide or topple. Stay away
from windows, mirror and chimneys. If in danger, get under a table, desk or bed; in a corner
away from windows; or in a strong doorway. Encourage others to follow your example. Usually
it is best not to run outside.
Hotel Emergencies
XII-46
If in a high-rise building, do not dash for exits, since stairways may be broken and jammed with
people. Power for elevators may fail.
If in a crowded space, do not rush for a doorway since hundreds may have the same idea. If you
should leave the area, choose your exit as carefully as possible.
If outside, avoid high buildings, walls, power poles, and other objects which could fall. Do not
run through streets. If possible, move to an open area away from all hazards. If in an
automobile, stop in the safest place available, preferably an open area.
Hotel Emergencies
XII-47
Structural Collapse and Explosions
Refer to the JANKO HOSPITALITY LLC Emergency Management Plan for guidelines in
developing a plan for responding in the event of a structural collapse or explosion.
In addition, if a structural collapse or an explosion occurs, the management on duty should
follow these actions:
--gas, water, and electrical.
tering the damaged
area.
list of occupied rooms.
Hotel Emergencies
XII-48
Food Contamination
Using our best efforts to follow sound food preparation procedures cannot always guarantee that
food will not become contaminated. It is possible that individuals may try to contaminate food
supplies or that distributors may furnish a faulty product. In addition, it is possible for products to
become spoiled or contaminated after receipt.
Any information regarding threats of food contamination should be forwarded to the Loss
Prevention Department and to local police and health officials for action.
Any food supplies purchased should be thoroughly checked for quality upon receipt. Items
requiring refrigeration should be immediately placed in the appropriate facility cooler or
refrigerator. Temperatures on these units should be checked regularly and recorded.
In the event information is received that food supplies have been contaminated or someone has
suffered food poisoning, the following steps should be implemented:




rigerate. Save samples of suspected items.




storage or the refrigerator.



eas.

Depending on the type of illness, such as salmonella or botulism, it may be necessary to have
employees that handled or prepared food supplies to take physical exams to determine if they
may have caused the contamination.
Hotel Emergencies
XII-49
Terrorism
Terrorism is a worldwide problem that could affect any number of hotels. Terrorist acts can
include bombings, bomb threats, arson, kidnapping, taking hostages, rioting, extortion and civil
disorders.
As incidents of sabotage, extortion, riot, kidnapping, and insurrection have increased and become
more complex, a hotel's need to develop appropriate responses has also increased. The basic
policy in this regard is to immediately telephone the local authorities, senior management, and
the Risk Management department.
Hotel Emergencies
XII-50
Bomb Threats
Because hotel security cannot be standardized, it is necessary that each hotel prepare a plan
concerning bomb threats that will address the situations unique to each property. The attached
should be used as a guide only. Planning should be done in coordination with the local
authorities when possible. When there has been organized, advance planning to handle bomb
threats, the actual threat can be handled without panic
In preparing to cope with a bomb incident, it is necessary to develop two separate but
interdependent plans. Specifically:
PHYSICAL SECURITY PLAN, which provides for the protection of property, personnel,
facilities and material against unauthorized entry, trespass, damage, sabotage, or other illegal or
criminal acts.
BOMB INCIDENT PLAN, which provides detailed procedures to be implemented when a
bombing attack is executed or threatened.
Hotel Emergencies
XII-51
Physical Secur ity Plan
The Physical Security Plan should be designed to prevent incidents from occurring. The plan
should address the following:
Restrict Parking: If possible, require that employee and visitor vehicles be parked no closer than
300 feet from your building. If restricted parking is not feasible, properly identified employee
vehicles should be parked closest to your facility and visitor vehicles parked at a distance.
Heavy shrubs and vines should be kept cut close to the ground to reduce their potential to conceal
criminals or explosive devices.
A highly visible security patrol can be a significant deterrent. A security guard is optimally
utilized outside the building.
Consider an intrusion alarm system installed and serviced by a reputable company. Post signs
that such a system is in place. This would be appropriate for storage rooms, loading dock
entrances, facility service areas, etc.
Controls should be established for positively identifying personnel who are authorized access to
critical areas and for denying access to unauthorized personnel. Train all employees to be alert
and to immediately report people who act in a suspicious manner, as well as objects, items, or
parcels, which look out of place or suspicious.
Doors or access ways to such areas as boiler rooms, mail rooms, computer areas, switchboards,
and elevator control rooms should remain locked when not in use. Key control and
accountability must be a priority. Keys should be controlled in accordance with the procedures
outlined in this manual.
Trash or dumpster areas should remain free of debris. A bomb can be easily concealed in the
trash.
Maintain and keep current the following items which will be needed for use in the command
center should a bomb threat incident occur:


building blueprint or floor diagrams.


the event an incident occurs.



pre-designated assembly points.

s.
Hotel Emergencies
XII-52
Training
Conduct regular training sessions with all members concerning the Physical Security and Bomb
Threat Incident Plan. Review Evacuation Procedures. Document the training by recording the
date, time, location and names of the individuals attending.
Oral Bomb Threat
Any employee who becomes aware of a bomb threat through personal contact or by overhearing
someone make such a threat, should advise the General Manager quickly, making every effort not
to alarm the guests. The police should be called immediately.
If possible, the person issuing the threat should be kept under observation and the person's
physical characteristics noted. These include race, sex, age, height, weight and build, color of
hair and eyes, a description of clothes and jewelry, and any other identifying features like a beard,
scars, or limp.
If this person leaves the hotel before he can be stopped to determine his identity, record the mode
of transportation and the direction. This would include a bus number, the car company and
number, an automobile description (make and model, license plate number and state), and the
number of persons in the car.
Telephonic Bomb Threat
Train all staff members what to do if a bomb threat call is received. It is always desirable that
more than one person listens in on the call. To do this, a covert signaling system should be
implemented by using a coded signal to a second reception point. In some locations it may be
appropriate to install equipment to record bomb threats.
Train all staff members that a calm response to the bomb threat caller could result in obtaining
additional information. This is especially true if the caller wishes to avoid injuries or deaths. If
told that the building is occupied or cannot be evacuated in time, the bomber may be willing to
give more specific information on the bomb’s location, components, or method of detonation.
The bomb threat caller is the best source of information about the bomb. When a bomb threat is
called in:




him/her for this information.


death or serious injury to many innocent people.


other noise which may give a clue as to the location of the caller.


impediments. Immediately after the caller hangs up, report the threat to the person

designated by management to receive such information.


appendix.
Hotel Emergencies
XII-53

ATF, FBI, and

other appropriate agencies. The sequence of notification should be established in the bomb

incident plan.


l want to interview you.
Written Bomb Threat
When a written threat is received, save all materials, including any envelope or container. Once
the message is recognized as a bomb threat, further unnecessary handling should be avoided.
Every possible effort must be made to retain evidence such as fingerprints, handwriting or
typewriting, paper, and postal marks. These will prove essential in tracing the threat and
identifying the writer.
While written messages are usually associated with generalized threats and extortion attempts, a
written warning of a specific device may occasionally be received. It should never be ignored.
Suspicious packages or letters
Your Physical Bomb Security plan should provide the following information concerning
package/letter bomb detection and what is considered “suspect”. Specifically;




what feels like a rigid framework or structure.


exists and if they sent a package or letter.

t weighed by the

Post Office.

-canceled postage is suspect.


“Your Lucky Day is Here” - “Prize Enclosed”.





eturn address.


if the item was received.

Hotel Emergencies
XII-54
Bomb Threat Incident Plan
The following is a recommended outline for the development of a written Bomb Threat Incident
Plan.
Designate a “chain of command” and identify by position. These individuals will have the
authority to evacuate the hotel. Anticipate that when an incident occurs, the General Manager
will not be available to make critical decisions. The command list should be printed and
circulated to concerned parties.
Establish a command center.
Establish primary and secondary methods of communication this may include telephones and
cellular phones. Two-way radios should be avoided as they could detonate the bomb.
Determine to what extent the available bomb squad will assist and at what point the squad will
respond.
Evaluation of Bomb Threat or Warning
The decision to evacuate or not to evacuate may be made during the planning phase. The
General Manager may authorize in advance an immediate evacuation in the event of a bomb
threat. An evacuation can of course result in guest annoyance if the threat is a hoax. The
alternative is for the person in charge to make the decision on the spot at the time of the threat.
Initiating a search after a threat is received and evacuating a building after a suspicious package
or device is found is perhaps the most desired approach. This method is not as disruptive as an
immediate evacuation and will satisfy the requirement to do something when a threat is received.
If a device is found, the evacuation can be accomplished expeditiously while at the same time
avoiding the potential danger areas of the bomb.
The authenticity of each threat should be determined in conjunction with the local authorities.
Threats should be evaluated and graded based on the information provided.
Threats evaluated "Priority Three" will require a search of the premises without evacuation.
Threats evaluated "Priority Two" will require a search of the premises and evacuation of all
public areas.
Threats evaluated "Priority One" will require a search of the premises and total evacuation. The
general manager may choose to evacuate the effected areas prior to a search being conducted.
Hotel Emergencies
XII-55
Care should be taken to inspect the evacuation routes of the hotel prior to an evacuation
beginning. Terrorists have been known to place devices in the evacuation path to maximize
causalities.
Provide an evacuation plan with enough flexibility to avoid a suspected danger area.
Searches
Designate search teams. It is recommended that more than one individual be used to search any
area or room, no matter how small. Each team should have a designated leader. Searches can be
conducted by supervisory personnel, area occupants or trained explosive search teams.
Using trained staff to search their own areas is the best method for a rapid search. They are
familiar with what does or does not belong in a particular area which will expedite the search.
Designate areas to be searched. Searches should begin in areas having the greatest public access
which includes the lobby, public rest rooms, loading docks and break areas. Establish techniques
to be utilized during search. The most fundamental method is to:

CLEAR area to be searched. Move guests, visitors and employees out of the area to
be

searched into a secure location away from windows and doors.

SEARCH cleared area as described below.

SECURE area to prevent any person from entering the searched area.
Suggested Search Procedure: Utilizing two-person search teams, have each team move into
their assigned area and stand quietly with their eyes closed and listen for a clockwork device.
Frequently, a clockwork mechanism can be quickly detected without use of special equipment.
Even if no clockwork mechanism is detected, the team is now aware of the background noise
level within the room itself.
The individual in charge of the room searching team should look around the room and determine
how the room is to be divided for searching and to what height the first searching sweep should
extend. The first searching sweep will cover all items resting on the floor up to the selected
height.
The room should be divided into two equal parts. The division should be based on the
number and type of objects in the room to be searched and not on the size of the room. An
imaginary line is then drawn between two objects in the room; i.e.: the edge of the window
on the north wall to the lamp on the south wall.
Hotel Emergencies
XII-56
First Room-Searching Sweep
The first searching height usually covers the items in the room up to hip height. After the room
has been divided and a searching height has been selected, both individuals go to one end of the
room division line and start from a back-to-back position. This is the starting point, and the same
point will be used on each successive searching sweep. Each person now starts searching around
the room, working toward the other person, checking
all items resting on the floor around the wall area of the room. When the two individuals meet,
they will have completed a “wall sweep.” They should then work together and check all items in
the middle of the room up to the selected hip height, including the floor under the rugs. This first
searching sweep should also include those items which may be mounted on or in the walls, such
as air-conditioning ducts, baseboard heaters, and built-in wall cupboards, if these fixtures are
below hip height.
Second Room-Searching Sweep
The height of the second room-searching sweep is from the hip to the top of the head. The two
persons return to the starting point and repeat the searching technique at the second selected
searching height.
Third Room-Searching Sweep
When the second searching sweep is completed, the person in charge again determines the next
searching height, usually from the chin or the top of the head up to the ceiling. The third sweep
is then made. This sweep usually covers high mounted air-conditioning ducts and hanging light
fixtures.
Fourth Room-Searching Sweep
If the room has a false or suspended ceiling, the fourth sweep involves investigation of this area.
When the search is completed, conspicuously post a sign in the area which indicates “Search
Completed”. Place a piece of colored Scotch tape across the door and door jamb approximately
2 feet above floor level if the use of signs is not practical.
Suspicious Objects
It is important that personnel involved in a search be instructed that their only mission is to
search for and report suspicious objects. If a suspicious object is located, no one should disturb,
move, jar, or touch it or anything attached to it. The removal or disarming of a bomb must be left
to the professionals in explosive ordinance disposal. When a suspicious object is discovered, the
following procedures are recommended:
be relayed immediately to the command center, which will, notify the police and fire
Departments, and rescue squad. These officers should be met and escorted to the scene.
Hotel Emergencies
XII-57

-designated assembly points assigned to all members.

Conduct head count at assembly point to insure all members are accounted for.

s, never metal shields, around
the

suspicious object. Do not attempt to cover the object.


floors below and above the object.

ndows are open to minimize primary damage from
blast

and secondary damage from fragmentation.

-entry into the building until the device has been removed/disarmed,
and the

building declared safe for re-entry.

ort and track progress of the search and a method to lead

qualified bomb technicians to a suspicious package.
Hotel Emergencies
XII-58
Evacuation Procedures
These procedural guidelines can be used when the decision is made to evacuate any part of a
building for any reason. At all times, the personal safety of the guests and employees should have
priority.
In a large building that is structurally sound, authorities may not wish to evacuate all floors even
if a bomb is found, because of the risk of panic. Normally initial evacuation would include the
floor on which the bomb is found, and the two floors above and below that floor.
A record of chronological activity should be established.
Before an evacuation is put into effect, personnel should be dispatched to the stairwell entrances
on each floor to direct and reassure the guests. Elevators, initially, may not be used, and should
be returned to the main floor.
The switchboard rack should be checked to determine if any cards are marked with a colored
"flag" to indicate that handicapped guests are registered at the hotel. When there are handicapped
guests staying in the hotel, employees should be sent to the rooms occupied by these guests to
assist them in evacuating the hotel. When the guest is deaf, but is accompanied by someone who
can hear, the switchboard operator should call the room to inform both guests that someone is
coming to assist them.
Many telephone companies provide switchboards capable of simultaneous calling to a group of
rooms. If this is available at your hotel, it should be used.
List rooms not responding to the switchboard's call. Contact room occupants personally for their
safety.
If the building is evacuated, controls should be established immediately to prevent unauthorized
access to the building. These controls may of necessity have to be provided by management. If
proper coordination has been effected with the local police and other agencies, they may assist in
preventing re-entry into the building until the danger has passed.
Keep personnel a safe distance from the building to protect them against debris and other flying
objects in the event of an explosion. If the building is evacuated, upon instruction of the
authority having jurisdiction and where possible evacuation should be along routes recommended
by the authorities. At their instructions, all utilities should be cut off at the main switch or valve.
Pre-emergency plans should include a temporary relocation in the event the bomb threat
materializes and the building is considered indefensible for a long period of time.
Hotel Emergencies
XII-59
Additional Considerations


-to-follow procedure for the person receiving the bomb threat.

curity plan in conjunction with the development of your bomb

incident plan.

inquiry

concerning the incident.


ation with outsiders, especially the news media. Train all staff to
refer

inquires to the General Manager or the MOD.
Hotel Emergencies
XII-60
Arson
The act of Arson can have serious implications to fire safety. Life Safety systems are designed
based on the hazards they protect. The use of accelerants in arson may overwhelm the fire
protection features of a hotel resulting in serious damage and the potential for loss of life.
Following the security policies and procedures outlined in this manual may make the hotel a
more difficult target and have a deterrent effect.
The motives for arson, in addition to fraud, may include revenge, hate, intimidation, or
concealment of another crime. Therefore, when investigating a fire, consider whether these
possible motive could have been involved.
Preventive Measures
Thoroughly check the background of all new employees. Records show that many persons
previously convicted of arson, even "pyromaniacs", have secured positions in establishments
where large groups of people gather.
Maintain good housekeeping to make igniting fires for the potential arsonist more difficult.
Remember, the firebug, like the sneak thief, should work when no one is looking. Thus, it's
unwise to present the arsonist with raw material for a bonfire through poor housekeeping.
Light up the outside of the property. Few methods will discourage arson as effectively as proper
illumination of little used areas. Timing or light sensitive devices are available that will turn
lights on and off at a prescribed time if no watchman is on the premises. When watch personnel
are employed, they should be instructed to discourage loitering.
Notify local police of any acts of vandalism on the property, or the presence of any unauthorized
groups. Keep the hotel free of weeds or brush, especially near buildings. A deliberately or even
carelessly thrown match may start a fire that could spread to the building. If the roof of the hotel
is accessible from adjacent property, discourage prowlers by putting up a fence.
Check outside storage buildings to make certain that the doors and windows are properly locked
at night or when not in use.
All security, housekeeping and maintenance personnel should be alert to suspicious looking
people. All personnel should be alert to foreign or suspicious objects, items or parcels which do
not appear to belong in the area where such items or parcels are observed.
All doors to utility closets, housekeeping rooms, mechanical equipment rooms, storerooms,
office areas not in use, function rooms not in use, and F&B areas not in use should be kept
locked.
Hotel Emergencies
XII-61
Security and all hotel staff should be alert to unoccupied areas that are left open and should be
locked. In the case of function rooms the guest and service doors from the back of the house
should also be locked when not in use.
Security, housekeeping and maintenance personnel should be instructed to make periodic checks
of all rest rooms, stairwells, areas under stairwells and other areas of the building to assure that
unauthorized personnel are not loitering or hiding in the area.
Additional Considerations
If a fire occurs, the General Manager or the ERT Director or his designee should follow the
procedures in Fire Safety Section. A fire report form should be completed, paying particular
attention to the area where the fire occurred, who discovered the fire and by what means it was
extinguished. A sample form is located in the appendix.
In many cases it has been found that "firebugs", to win favor with their employers or to place
themselves in the spotlight and be recognized as a “hero”, have actually started fires,
"discovered" them, extinguished them and received some type of recognition.
Report all fires to the Fire Department so the Fire Marshall can assist in the investigation and
determination of cause. Too frequently a fire cause is listed as "unknown" and arson is not ruled
out.
Leave all of the evidence intact until representatives of the investigating agency arrive, if arson is
suspected. Cooperate fully with the investigating agency.
Hotel Emergencies
XII-62
Civil Disturbances, Pickets & Protests
A civil disturbance is the action of a group of dissenters protesting or demonstrating at or near
the hotel.
If a civil disturbance occurs, the General Manager should be notified. The General Manager
should determine whether the disturbance is potentially dangerous and whether the disturbance is
directed against the hotel, a guest, a group, or other individual. It is the General Manager's
responsibility to decide to alert the staff and to keep a chronological record of events.
Potentially Dangerous Disturbances
If the disturbance is evaluated as potentially dangerous, the police should be contacted and a
member of management should arrange to meet with police representatives. If necessary, hotel
security personnel should secure the outside of the building, including all guest, employee
delivery, and parking entrances, and outside elevator landings. Always remember to remain calm
and transfer a calm attitude to others by your actions.
The procedures to be used in handling potentially dangerous disturbances can be divided into two
phases.
Phase I:
removed from the demonstrators.
















ons from the lobby area.
-aid supplies.
Phase II:
te outside areas.
Hotel Emergencies
XII-63








-rise,
nonessential personnel should be directed to another section of the hotel away from the
scene
of the demonstration.
them.
Management should maintain a high regard for the safety and security of guests,
employees and
the property.
Peaceful Disturbances
Sometimes a disturbance is directed against a guest or group in residence and is not potentially
dangerous. Security should proceed to the area of the disturbance, communicating with the
General Manager by radio. Security should maintain control over the areas of access to the hotel.
If a group not considered to be dangerous is inside the facility, security should isolate the area of
the disturbance to deny the demonstrators access to other parts of the facility. The hotel is a
private place of business, and management has the right to request that demonstrators leave the
property.
Security should insure that the entrance is controlled to allow only guests to enter during the
critical period. Telephone communication with the front desk is also essential to verify guest
registration.
Consideration for the safety and security of all guests, employees and property should be
foremost in the minds of managers.
Management may choose to tape the demonstrations with a video camera to record acts of
destruction or vandalism.
A detailed report of the disturbance should be prepared by security and by each member of
management involved.
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XII-64
Strikes
Depending on a hotel's location and labor conditions, consideration should be given to
developing a plan for the possibility of a strike. Pre-planning is important to ensure a proper
response by management, and to minimize the impact on operations and employee relations.
As part of the hotel's plan, it should be made clear to all members of the management team that
retaliation against striking employees is strictly prohibited and could potentially result in
litigation. Consideration should be given to having the strike plan reviewed by the hotel's legal
council.
Striking employees should be treated with courtesy and diplomacy. Consideration for the safety
and security of all guests, employees, and property should be foremost in everyone's mind.
At no time should representatives of the hotel attempt to photograph, videotape or attempt to
intimidate protestors.
In the event that your hotel becomes the focus of a strike you should consider taking the
following steps to avoid unnecessary complications:
Police



employees, and


protestors.
operational suggestions provided by police.
Preparation
Hold a staff meeting to review the hotel's response plan and re-emphasize basic safety and
security procedures. Management and non-striking employees should:

ent Plans.

backof
the-house areas.

guests to the

front desk for verification and a second key.

-enforce the importance of cleaning rooms with the doors closed.



re alarm, bomb threat,
calls for

guest assistance, or a guest injury.

hotel

should respond to the news media. Assure the staff that they will be informed who the

designated spokesperson will be.
Hotel Emergencies
XII-65
providing any personal comments.
Security
Maximize security efforts by taking the following actions:

ict access to hotel's commercial areas. This may require locking all exterior doors
except

those leading to the lobby.


-key the electronic locks.

the

premises.)

grounds.

artments to ensure
they

contain the exact order.

supervisory

approval.

only

identification is the name and company on their delivery papers.


exterior

areas near the transformer, satellite dish, pool house, equipment shed, dumpster and out

buildings.
Response
If an action is staged at your hotel, you should consider taking the following steps:
Security

ivities.

staff

member assigned to oversee security.

use of

contract security or off duty police.






Security
Officer's Guide or other relevant hotel security training.
ketch of the property to make them more
effective.
Hotel Emergencies
XII-66
Patrols - Interior




are
locked and that guestroom floors are secure with no rooms left open or keys left indoors.
should be
done in a tactful manner and verified by radio call to the front desk.)
Patrols - Exterior
Security officers should not carry weapons except as outlined in the Weapons Policy
provisions
of this manual.
Guest Protection Measures


premises on the day of the action.

d employee vehicles away from the protest site.

-term parking area as close as practical to the registration area for
use by

guests checking in or departing.

ted away
from the

protest site. Consider temporary barriers to block other entrances. Post-conspicuous

directional signs to controlled entrances.

noise.

cers may be needed to prevent interference by protestors with traffic flow
onto and

off the hotel premises.

crossing an

entrance where injury from traffic entering from a heavily traveled street is possible,
tactfully

bring this matter to the attention of the police and/or the protest leader.

observe

the protesters.
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XII-67
Dealing with the Media








impression of your business and the company.
disturbance should be prepared by security and by each
member of
management involved.
person
is.
son and
remind them

not to make comments to the media representatives.
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XII-68
Kidnapping
Kidnapping is taking a person by force and holding them against their will. The basic policy is
that any incident of actual or suspected kidnapping of any hotel guest or employee should be
reported immediately to the local police and senior management.
If a hotel receives a telephone or written message that a guest or employee has been kidnapped
the note should be handled as little as possible and then only by the corner edges. It should be
given to the General Manager to be placed carefully in an envelope for safekeeping.
The employee originally receiving the note should record promptly the description of the
messenger and facts of the incident.
A telephone message would be received, normally, at the switchboard on the hotel's public
telephone number. Usually, the caller is brief and to the point to make certain that there is not
enough time to trace the number. The caller may ask for a specific person by name or by title or
the caller may speak with the operator. The person receiving the telephone call should remain
calm and listen to every word.
Written notes should be taken and special emphasis should be given to any background noise,
any accent or special voice feature of the caller and his or her general attitude. The checklist
provided for recording bomb threats may be useful in documenting information.
After receiving the message, the person should contact the General Manager or alternate
immediately, giving all the information received.
Attempt to contact the individual reported to have been kidnapped to see if he or she is actually
missing. If an individual is discovered to be missing, the local authorities should be contacted
immediately.
Review the hotel's media policy with all employees. Caution any personnel who know about the
kidnapping to discuss it only with the officials investigating the incident. Information of the
kidnapping should not be given to anyone over the telephone.
Guests
If a guest is kidnapped, the General Manager should notify the guest's traveling companion(s),
the hotel's management company, legal council and the Loss Prevention Department. Security
should begin a log of events.
Move anyone sharing the guest's room to another room temporarily. Lock the windows and
doors, double lock the entrance to keep room attendant service out. Use extra caution in the room
to keep possible evidence, such as fingerprints, undisturbed. If the room was recently cleaned,
recover the trash from housekeeping.
Hotel Emergencies
XII-69
Station a guard with family or business associates of the guest pending arrival of law
enforcement agents. Ask the family representative or business associate to receive any calls for
the guest in the meantime.
Be prepared to provide a private area for law enforcement to use as an office while at the hotel.
Law enforcement officials, if required, should handle official notification of family and/or
business.
Review the registration card for personal data and identify the guest's car and secure it without
entering or touching it.
Obtain records of all deliveries, messages and calls to or from the person's room. Check with
bellmen and room attendants, front desk, and restaurant personnel to identify any visitors to the
guest. Review security patrol reports for any recent observation of strangers.
Employees
When the person kidnapped is an employee, contact the employees family, the management
company and the Loss Prevention Department. Assemble personal data on file, including a recent
photograph of the executive for future use in dealing with the kidnapper.
If calls are to be received from the kidnapper, assign a person to receive the calls for the family
and the company. A private room or office should be established where all calls can be taken.
Adequate writing material and recording devices should be available.
After their arrival, the law enforcement officers should take responsibility for all activities and
they should be given total cooperation.
Hotel Emergencies
XII-70
Extortion
Extortion is a demand for something of value, usually money, through the use of implied or
actual force or threats, for example, "We will kidnap (or kill) your wife unless you deliver
$100,000."
The demand is received, normally, by written message or by telephone. The procedure to follow
in handling the message or telephone call is the same as that listed above under "kidnapping".
When an extortion demand is received, the person receiving the communication should
immediately contact the General Manager or, in his or her absence, the manager on duty.
The manager should make sure that the information is kept confidential and contact the police
immediately. This notification should be private and should remain confidential since the
extortionist may threaten further harm if anyone is contacted.
Advise the Risk Management department of the threat received and the contacts already made.
Allow law enforcement officials to handle events and give them total cooperation. A
chronological record should be maintained as events-occur.
Hotel Emergencies
XII-71
Nuclear Emergencies
All states which have nuclear facilities either under construction or in operation have established
a set of radiological emergency plans for use in those areas near the facility. All state regulatory
information is handled either by the state health department or the state civil defense (office or
emergency services) department operating within the state. Plans for action in the event of a
nuclear problem have been prepared by one of these agencies. These plans, and information on
their use, can be obtained by contacting the appropriate agency in your state.
The basic plan for actions to be taken by your hotel in a nuclear emergency should conform with
the plans established by the state regulatory agency.
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XII-72
Biological/Chemical Emergencies
Advance planning can play a major role in limiting injuries to and damage caused by Chemical &
Biological attacks or accidents. Often a hotel can utilize its existing Emergency Response Team
(ERT) in planning for and responding to a chemical or biological disaster. The team should be
aware of the enormity of the potential disaster if such an incident were to occur. Biological and
chemical incidents (BCI) in a community can be caused by an intentional act, accidental event or
natural cause. The ERT should evaluate these threats based upon their unique location and
exposures.
Intentional Acts
Terrorism is a growing threat in the world today. Scientists, defense experts and government
officials have been warning of the potential for a biological or chemical terrorist attack for many
years. This is of great concern, as these weapons could be targeted at population centers and
result in tremendous casualties. Symptoms of a release could be immediate or take several days
depending on the type of agent used. The potential does exist for the initial release of a
biological/chemical agent (BCA) to go unnoticed by both the population and the government.
When evaluating a terrorist threat, ERT members should take into account the following:


or

meeting at the hotel.

ats against the government, country, ethnic origin or religion of groups residing,
meeting

or demonstrating near the hotel.
Accidental Events
The accidental release of chemical agents could be the result of a rail accident, tanker truck
accident, industrial fire, or an industrial accident at a chemical plant.
When evaluating the threat of accidental release of a chemical agent, the ERT should evaluate the
proximity of the hotel to the following exposures:





Often the local fire, health and civil defense authorities can be of assistance in determining if any
threats exist at local industrial or rail facilities.
Hotel Emergencies
XII-73
Natural Causes
Since most biological agents are present in nature, the potential does exist for a biological
incident to occur naturally. The threat of a naturally occurring biological agent is largely
dependent on the environment. These threats could include Botulism and Hemorrhagic Fever.
Local health authorities can assist in determining what, if any, exposures exist in your area.
Biological Agents
Biological agents include both living microorganisms (bacteria, protozoa, rickettsia, viruses, and
fungi), and toxins (chemicals), which are produced by microorganisms, plants, or animals. Some
of these agents are highly lethal, others serve mainly in an incapacitating role. Speculation has
also circulated about the possible terrorist use of new, genetically-engineered agents designed to
defeat conventional methods of treatment or to attack specific ethnic groups. In the right
environment, they can multiply and self-perpetuate. They can also naturally mutate, potentially
frustrating protective measures. Chemical weapons, for all their horrors, become less lethal as
they are dispersed and diluted. However, even the tiniest quantities of disease organisms can be
lethal. For example, botulinum toxin has been described as 3 million times more potent than the
chemical nerve agent sarin. Of the potential biological agents, only plague, smallpox, and viral
hemorrhagic fevers are spread readily from person to person via aerosol and require more than
standard infection control precautions (gown, mask with eye shield, gloves).
Biological agents have, in the past, been used by various groups and governments. Iraq used
biological agents during the Iran-Iraq conflict. In September 1984, in order to influence the
outcome of a local election, a cult located in Oregon contaminated salad bars in local restaurants
with Salmonella typhi (typhoid), resulting in the poisoning of 750 people.
Chemical Agents
The chemical agents used in warfare or terrorist attacks are usually dispersed into the air, either
as vapor droplets or as particles, and their effects are felt when they are inhaled or deposited on
the skin. Although these chemical agents do not normally persist for long in the air, they
incapacitate their human victims in a devastatingly effective manner. Their effects on the
environment can persist for very long periods of time. It is difficult for large populations to
protect themselves against such risks.
The distinguishing component of a chemical weapon (CW) is the toxic chemical compound or
the chemical warfare agent. The toxic properties of the chemical warfare agent cause lethal,
injurious or damaging effects in humans, animals or plants. There are four major types of
chemical weapons. These include:
Blood agents that enter the body through respiration and affect the capability of the blood
system to carry oxygen, or to transfer the oxygen from the blood to the cells. Examples
include: Arsine, cyanogen chloride, and hydrogen chloride.
Choking agents that cause irritation and inflammation of the respiratory tract and, in extreme
cases, the exposed victim suffocates because his lungs become filled with fluid. Examples
include: Chlorine, diphosgene, and phosgene.
Nerve agents that attack the nervous system of the human body and thus prevent the normal
functioning of the skeletal muscles as well as several organs. Examples include: Sarin,
soman, tabun and VX.
Hotel Emergencies
XII-74
Blister agents that cause exposed tissue to become inflamed, blister, or be destroyed. They
affect the lungs, eyes and skin, in particular. Examples include: Sulfur Mustard agent and
lewisite.
Protective Actions
In the event of a biological/chemical incident, it is likely that emergency services, basic utilities,
and local transportation will be disrupted. The ERT should develop plans to address these
contingencies. In the event of an incident, regardless of the cause, the decision must be made
whether to evacuate the hotel or Shelter-In-Place.
Evacuation requires the implementation of the hotel’s evacuation plan and is similar to the
hotel’s fire evacuation plan. It is important the decisions process on whether to evacuate or not is
spelled out during the development of the plan. The plan should be practiced and tested to
ensure its effectiveness, avoid confusion, and evacuate people from the hotel in a timely fashion.
Shelter-In-Place is used when the environment outside of the hotel is more hostile than the
environment within the hotel. It includes additional precautions to prevent the introduction of BC
agents into the hotel. Shelter-In-Place can be used when there is little time to react to an incident
and it would be more dangerous to be outside.
In planning for a biological/chemical incident, in addition to the procedures outlined in the ERT
section of this guide, the following special precautions should be made:

down

all ventilation and air handling equipment in common areas.


breaker panels.

separate lines

and may function in the event the main phone system is unavailable.

(where

available) or by calling guestrooms directly.


the

hotel.

-determined first aide area should be supplied and staffed. Where possible,
this area

should include facilities for showering.

Typically a

connecting guest room arrangement should be used

ng list and staffing reports, should be printed and
faxed

to regional management.
Hotel Emergencies
XII-75
Public Address System
In the event of an evacuation, guests should be informed of the emergency with the public
address system. Hotels that do not have a public address system should call rooms directly. The
following announcement is suggested:
“May I have your attention please. The hotel management requests that all guests and visitors
evacuate the hotel as a precaution. Please leave the building by the nearest exit. Do not use the
elevators. Take your room key with you. Please remain calm.”
In the event of a shelter-in-place emergency, the following announcement is suggested:
“May I have your attention Please. This is the hotel Safety Director. A civil defense emergency
is taking place state location. Please close all doors and windows and remain calm. Do not
evacuate the hotel. Remain in your rooms”
Announcements should be repeated a minimum of three times and should be given in English
and the local language. Efforts should be made to update staff and guests when information is
obtained.
Decontamination
A decontamination area complete with showering facilities should be identified. Typically
connecting guestrooms or suite arrangements should be used. Individuals who may have been
contaminated should enter the “dirty” room. Clothing and any contaminated material should be
removed and sealed in three layers of plastic bags. They should then proceed to a shower and
wash with soap and hot water or 5% bleach water solution. After showering, individuals should
proceed to the “clean” room bypassing contaminated areas and dress in non-contaminated
clothing. Decontamination sections (dirty room, showering and clean room) should be separated
by multiple layers of overlapping plastic sheeting. All HVAC equipment in these areas should
be shut down. In the event that persons are incapable of caring for themselves, First Aid
providers should take all reasonable efforts to protect themselves from exposure.
First Aid/CPR
Regardless of the emergency, staff should always use Universal Precautions when providing first
aid. This means that first aid providers should assume that the victim is contagious and take
measures to protect themselves from bloodborne pathogens and chemical agents. In most cases
this would require the use of protective gloves, mask, goggles and apron.
Typically, when a victim has been exposed to a chemical attack, an attempt should be made for
the person to go through a decontamination procedure. If facilities are not available, all
contaminated clothing should be removed and sealed in three layers of plastic bags. Skin should
be washed with large amounts of soap and water or a 5% liquid household bleach solution.

be rinsed for a minimum of 15 minutes.


Hotel Emergencies
XII-76
Biological Agents
Anthrax
Several nations are believed to have offensive biological weapons programs. Iraq has
acknowledged producing and weaponizing anthrax. Experts believe that the manufacture of a
lethal anthrax aerosol is beyond the capacity of individuals or groups without access to advanced
biotechnology.
In 1979, an accidental aerosolized release of anthrax in the former Soviet Union resulted in at
least 79 cases of anthrax infection and 68 deaths. Estimates of cases and deaths following the
theoretical aircraft release of anthrax over an urban population predicts millions of deaths.
The Disease
Anthrax is an acute infectious disease caused by the spore-forming bacterium Bacillus
anthracis. Anthrax most commonly occurs in warm-blooded animals, but can also infect humans.
Symptoms of this disease vary depending upon how the disease was contracted, with symptoms
usually occurring within seven days. Initial symptoms of inhalation anthrax infection may
resemble a common cold. After several days, the symptoms may progress to severe breathing
problems and shock. Inhalation anthrax usually results in death in 1-2 days after onset of the
acute symptoms.
The intestinal disease form of anthrax may follow the consumption of contaminated meat and is
characterized by an acute inflammation of the intestinal tract. Initial signs of nausea, loss of
appetite, vomiting, fever are followed by abdominal pain, vomiting of blood, and severe diarrhea.
Intestinal anthrax results in death in 25% to 60% of cases.
The Risk
Although anthrax can be found globally, it is more often a risk in countries with less
standardized and effective public health programs. Areas currently listed as high risk are South
and Central America, Southern and Eastern Europe, Asia, Africa, the Caribbean, and the Middle
East. Direct person-to-person spread of anthrax most likely does not occur.
Early diagnosis of inhalation anthrax would be difficult and would require a high index of
suspicion. The first evidence of a clandestine release of anthrax as a biological weapon would
most likely be patients seeking medical treatment for symptoms of inhalation anthrax.
There is no need to immunize or treat patient contacts (e.g., household contacts, friends,
coworkers) of a patient unless they were also exposed to the aerosol at the time of the attack.
Serious consideration should be given to cremation of persons who die in order to help prevent
further transmission of the disease.
Hotel Emergencies
XII-77
Treatment
Anthrax is diagnosed by isolating B. anthracis from the blood, skin lesions, or respiratory
secretions, or by measuring specific antibodies in the blood of suspected cases.
Given the rapid course of symptomatic inhalation anthrax, early antibiotic use is essential. A
delay, even in hours, may lessen chances for survival. For those treated with antibiotics and
survive, the risk of recurrence remains for at least 60 days.
Doctors can prescribe effective antibiotics. Usually penicillin is preferred, but erythromycin,
tetracycline, or chloramphenicol can also be used. To be effective, treatment should be initiated
early. If left untreated, the disease can be fatal.
The anthrax vaccine for humans licensed for use in the United States is a cell-free filtrate
vaccine, which means it uses dead bacteria as opposed to live bacteria. The vaccine is reported to
be 93% effective in protecting against cutaneous anthrax. The anthrax vaccine was developed
and is manufactured and distributed by the Michigan Biologic Products Institute, Lansing,
Michigan. (Anthrax vaccines intended for use in animals should not be used in humans.)
The vaccine should only be administered to healthy men and women from 18 to 65 years of age.
Because anthrax is considered to be a potential agent for use in biological warfare, the
Department of Defense has engaged in the systematic vaccination of all U.S. military personnel.
Hotel Emergencies
XII-78
Botulism
Botulism toxin is the most potent lethal substance known to man (lethal dose 1ng/kg). Botulism
toxin is made by the bacterium Clostridium botulinum. Botulinum toxin was developed as an
aerosol weapon by several countries. No human data exists on the effects of inhaling botulinum
toxin, but it may resemble the foodborne syndrome.
If people have intentionally been exposed in a bioterrorist attack, breathing the toxin, or ingesting
the toxin via contaminated food or water are the likely routes of exposure that might lead to a
serious illness (foodborne botulism).
Spores of C. botulinum are found in soil worldwide. Terrorists with the technical capacity to
grow cultures of the bacterium and harvest and purify the toxin could use it as a bioterrorism
agent. Contaminating food with botulism toxin could cause a devastating event.
The Disease
About 25 cases of foodborne botulism occur each year, usually due to improperly prepared
home-canned or damaged canned foods. Outbreaks from commercial products and foods
prepared improperly in restaurants have also occurred. Botulism is a muscle paralyzing disease
caused by a nerve toxin that is made by a bacterium called Clostridium botulinum. The toxin
types most commonly associated with human disease are types A, B, and E. There are three main
kinds of botulism.
Foodborne Botulism occurs when a person ingests the PRE-FORMED toxin that leads to illness
within a few hours to days. Only foodborne botulism is a public health emergency because it
could indicate that a food is still available to other persons (besides the patient).
Infant botulism is a condition that occurs in a small number of susceptible infants each year.
For unknown reasons, the botulism bacteria is able to grow in their intestines. Infant botulism is
not a public health emergency because the infants are not consuming food containing the toxin.
Rather, they are consuming C. botulinum spores (which are everywhere in the environment), but
for unknown reasons these few infants are susceptible to gut colonization.
Wound botulism is caused by the growth of living botulism bacteria in a wound, with ongoing
secretion of toxin that causes the paralytic illness. In the United States this syndrome is seen
almost exclusively in injecting drug users.
Symptoms of botulism include double vision, blurred vision, drooping eyelids, slurred speech,
difficulty swallowing, dry mouth, and muscle weakness which always descends the body: first
the shoulders, then the upper arms, then the lower arms, then the thighs, calves, etc. Paralysis of
breathing muscles can cause a person to stop breathing and die, unless he/she is assisted by a
ventilator. For foodborne botulism, symptoms begin from six hours up to two weeks after eating
toxin-containing food; most commonly the delay is about 12-36 hours. Infants with botulism
appear lethargic, feed poorly, are constipated, and have a weak cry and muscle tone.
Hotel Emergencies
-79The Risk
Foodborne botulism can occur in all age groups. Botulism is not spread person-to-person.
Botulism can result in death due to respiratory failure if appropriate medical care is not available.
However, in the past 50 years, the proportion of patients with botulism who die has fallen from
approximately 50% to 8% because of the improved medical care available in intensive care units.
Treatment
The CDC maintains the national botulism anti-toxin supply. A physician diagnosing a case of
botulism and wishing to treat the patient with anti-toxin must contact the CDC through their state
health department. This way, public health officials are alerted immediately about potential
cases of botulism. The CDC provides clinical consultation to physicians for botulism cases 24
hours a day, and ships botulism anti-toxin when needed. If symptoms occur, individuals should
seek treatment. Botulism can be fatal and should be considered a medical emergency.
The paralysis and respiratory failure that occur with botulism may require a patient to be on a
breathing machine (ventilator) for weeks, plus intensive medical and nursing care. The paralysis
slowly improves, usually over several weeks. If diagnosed early, foodborne and wound botulism
can be treated with an anti-toxin from horse serum which blocks the action of the toxin
circulating in the blood. This can prevent patients from worsening, but recovery still may take
many weeks.
Hotel Emergencies
-80Pneumonic Plague
A weapon designed to aerosolize the plague bacterium could cause a rapidly severe and fatal
disease in exposed persons. The Yersinia pestis, the causative agent of plague, is found in
rodents and their fleas in many areas around the world. It can be grown in large quantities and
disseminated by aerosol. The result could be an epidemic of the pneumonic form with the
potential for secondary spread of cases.
A bioterrorism attack would be characterized by pneumonic cases occurring simultaneously in
persons 1 to 6 days following a common exposure, and in a secondary wave in unprotected case
contacts. There are no effective environmental warning systems to detect an aerosol of plague
bacilli.
The Disease
Although pneumonic plague is an uncommon form of the disease, large outbreaks of pneumonic
plague have occurred. The patient typically experiences fever, prostration and rapidly developing
pneumonic plague (shortness of breath, chest pain, and cough), often accompanied by
gastrointestinal symptoms (nausea, vomiting, abdominal pain and diarrhea).
The first signs of illness would be expected to be fever, headache, weakness and cough with
bloody, sometimes watery sputum. In 2 to 4 days the illness would lead to septic shock and,
without early treatment, high mortality. Before antibiotic treatment, nearly 100 percent of cases
were reported to be fatal. A pneumonic plague outbreak would initially resemble an outbreak of
other severe respiratory illnesses, but would quickly be distinguished by the rapid development
of life threatening respiratory failure, sepsis, and shock. Antibiotics need to be given within 24
hours of first symptoms to prevent high mortality.
The Risk
Primary pneumonic plague results from the inhalation of plague bacilli. Person-to-person
transmission of pneumonic plague occurs through respiratory droplets, which can only infect
those who have direct and close (within 6 feet) exposures to the ill patient.
Yersinia pestis is very sensitive to the action of sunlight and does not survive long outside the
host. Research suggests it may survive in the exposed environment for up to one hour.
Immediate notification of suspected plague to local or state health departments is essential for
rapid investigation and control activities, and for definitive tests through a state reference
laboratory or the CDC.
Confirmatory testing for Yersinia pestis usually takes from 24 to 48 hours; presumptive
identification by fluorescent antibody testing takes less than 2 hours. Few physicians in the
United States have ever seen a case of pneumonic plague.
Vaccine against plague does not prevent the development of primary pneumonic plague, and is
not presently available in the U.S. The fatality rate of patients when treatment is delayed more
than 24 hours after symptom onset is extremely high.
Hotel Emergencies
81
Treatment
Early treatment and prophylaxis with streptomycin or gentamicin antibiotics, or the tetracycline
or fluoroquinolone classes of antimicrobials are advised. In a community experiencing a
pneumonic plague epidemic, all persons who develop a fever or new cough should promptly
begin antibiotic treatment.
Persons having household, hospital, or other close contact with persons with untreated
pneumonic plague should receive postexposure antibiotic treatment for 7 days. (Close contact is
defined as contact with a patient at less than 2 meters.) The use of disposable surgical masks is
recommended to prevent the transmission of pneumonic plague to persons in close contact with
cases.
Hotel Emergencies
82
Smallpox
Smallpox was eradicated from the world in 1977. In 1980, the World Health Assembly
recommended that all countries cease vaccination and that all laboratories destroy their stocks of
variola (smallpox) virus or transfer them to one of two World Health Organization reference
labs. All countries reported compliance.
The United States cannot, with complete certainty, verify that the virus is not being held in places
other than the two WHO reference laboratories; therefore, the deliberate reintroduction of
smallpox is regarded as a possibility. Because this virus is relatively stable (not easily destroyed
in the environment) and the infectious dose is small, an aerosol release of variola virus could
disseminate widely.
A single suspected case of smallpox would be treated as a health emergency and should be
brought to the attention of national officials through local and state health authorities. However,
varicella, or chickenpox, which infects millions of children each year in the United States, is the
disease most frequently confused with smallpox. (Chickenpox lesions are much more superficial
and are almost never found on the palms and soles.)
The Disease
The variola virus, which causes smallpox, belongs to a genus of viruses known as Orthopoxvirus;
four of which can cause infection of varying degrees in humans. These include variola
(smallpox), vaccinia, monkeypox, and cowpox virus.
Smallpox outbreaks involve either variola minor or the more deadly variola major. Case fatality
rates range from approximately 1 to 30 percent, with deaths most often occurring during the first
or second week of illness.
The incubation period is about 12 days (range: 7 to 17 days) following exposure. Symptoms
include high fever, fatigue, and head and back aches, which are followed in 2-3 days by the rash.
Lesions in the mouth and throat that appear early in the illness ulcerate and release large amounts
of virus in the saliva. The most visible symptom of smallpox is a rash with lesions most dense on
the face, arms and legs. The lesions are round, tense, and deeply embedded in the skin, and
appear over a 1- to 2-day period, evolving at the same rate on the body. Lesions become pusfilled
and begin to crust early in the second week of the rash. Scabs eventually develop which
separate and fall off after about 3-4 weeks.
Two less common types of smallpox disease are Hemorrhagic and flat-type (malignant). Health
care providers seldom recognized these cases as smallpox unless an outbreak was in progress.
Hotel Emergencies
83
The Risk
Smallpox is spread, most often, by an ill person releasing virus infected saliva droplets from their
mouth into the air that are inhaled by a susceptible person in close contact with the ill person
(face-to-face contact). Because virus titers in saliva are highest during the first week of illness,
this is when people are the most infectious.
The disease is most often transmitted from the time the ill person first develops the rash
throughout the first week of illness. However, the person is still infectious until the rash has
resolved (all scabs have fallen off). The virus is also present in the scabs that separate from the
skin, but these are much less infectious than saliva.
Routine vaccination against smallpox stopped in 1972 and few persons younger than 27 years of
age have been vaccinated. Also, the level of immunity among persons older than 27 in the United
States is uncertain. The duration of immunity has not been well measured. It must be assumed
that the population at large is susceptible to infection.
Prevention
Vaccine against smallpox is a live virus vaccine, made with a related virus called vaccinia virus.
It does not contain smallpox virus. The United States currently has a limited supply of smallpox
vaccine (approximately 15 million doses) available for emergency use, if needed. New methods
for the production of additional smallpox vaccine in large quantities are being explored. At this
time, no preventive vaccination program is planned.
Smallpox vaccine is very effective and can lessen the severity or even prevent illness in people
exposed to smallpox if given up to 4 days after exposure. People with smallpox must avoid
contact with unvaccinated individuals in order to prevent transmitting the disease to them.
Treatment
At this time, there is no proven treatment for smallpox. Patients with the illness would be given
non-specific supportive therapy as needed (intravenous fluids, medicine to control fever or pain,
etc.) and antibiotics for any secondary bacterial infections that occur.
No antivirals have yet proven effective for treating smallpox, however research is ongoing. A
smallpox outbreak would spread unless checked by vaccination and the monitoring of contacts to
smallpox patients and isolation of infectious smallpox patients. All individuals suspected to have
contracted smallpox should be placed under health monitoring.
Hotel Emergencies
84
Chemical Agents
VX
VX was originally developed in the United Kingdom in the early 1950s, and was given to the
United States for military development. VX is a nerve agent. A nerve agent is a compound that
is designed to kill people by binding up a compound known as acetylcholinesterase (the body's
off switch), this compound is essential for removing acetylcholine, the body's voluntary muscle
and gland "on switch." With reduced or no acetylocholinesterase, the glands and voluntary
muscles continue to be stimulated by the acetylcholine; eventually the muscles tire and can no
longer sustain breathing functions. VX is considered to be at least 100 times more toxic by entry
through the skin, than Sarin (GB) and twice as toxic by inhalation.
Risk
VX is lethal. It can enter the body by inhalation, ingestion, through the eyes, and through the
skin. VX is extremely persistent. When dispersed heavily, it can persist for long periods under
average weather conditions. In very cold conditions, VX can persist for months. It evaporates at
least 1,500 times slower than water.
Symptoms
Symptoms may appear in varying order based upon route of exposure (the way it entered the
body), but commonly noted symptoms include:


he chest, difficulty in breathing.




Decontamination
Skin: Remove contaminated clothing and wash skin with large amounts of soap and water or 5%
liquid household bleach. Rinse well with water. VX absorbs slowly through the skin, but is
extremely toxic by this route of entry.
ve gotten VX in your eyes, immediately flush your eyes with water
for 10 - 15 minutes. VX absorbs rapidly into the eyes, reportedly at least 100 times faster than
Sarin.
o not
induce vomiting.
Treatment
If you believe that you have been exposed to VX, you first should remove the agent from the skin
and call 911. Ambulance teams and hospitals in many communities are stocking the antidotes.
Hotel Emergencies
85
Soman (GD)
Soman (GD) was originally developed in Germany in 1944 as an insecticide. Soman (GD) is a
nerve agent. A nerve agent is a compound that is designed to kill people by binding up a
compound known as acetylcholinesterase (the body's off switch), this compound is essential for
removing acetylcholine, the body's voluntary muscle and gland "on switch." With reduced or no
acetylocholinesterase, the glands and voluntary muscles continue to be stimulated by the
acetylcholine; eventually the muscles tire and can no longer sustain breathing functions. Soman
is the most poisonous of the "G" agents. Antidotes are not effective even a few minutes after the
exposure. The agent binds irreversibly to acetylcholinesterase.
Risk
Soman is lethal. It can enter the body by inhalation, ingestion, through the eyes, and to a lesser
extent through the skin. Soman is persistent. When dispersed heavily, it can persist for one to
two days under average weather conditions. It is thought to evaporate four times more slowly
than water.
Symptoms
Symptoms may appear in varying order based upon route of exposure (the way it entered the
body), but commonly noted symptoms include:





ng and convulsions.

Decontamination
Skin: Remove contaminated clothing and wash skin with large amounts of soap and water or 5%
liquid household bleach. Rinse well with water.
n Soman in your eyes, immediately flush your eyes with
water for 10 - 15 minutes.
induce vomiting.
Treatment
If you believe that you have been exposed to Soman, you first should remove the agent from the
skin and call 911. Ambulance teams and hospitals in many communities are stocking the
antidotes.
Hotel Emergencies
86
Mail Threats & Suspicious Substances
Although the likelihood of receiving a bomb or a letter laced with a biological/chemical agent
(BCA) is remote, a small number of these packages have been delivered. Typically these letters
have been targeted at Political or High Profile targets, however some may have been sent on the
basis of controversial stances that companies have taken. In the wake of these incidents there has
been an increase in the number of prank and threatening letters and the misidentification of
common materials as suspicious or dangerous substances.
Although the probability of receiving a package bomb or BCA laced letter are remote, the
introduction of such a package, even one involving a prank can have significant repercussions on
guests, employees and the operation of the hotel. Preplanning for this type of event is necessary to
reduce the impact such an event may have on your hotel.
Mail Processing
To minimize the impact a threatening letter can have on your hotel, a review of mail handling
procedures should be conducted. In the event that a potential biological or chemical weapon is
received, the hotel may be required by the local authorities to quarantine those areas in which the
letter passed or was opened. These areas could remain unavailable for a period of days in the event
of a prank or weeks in the event of an actual attack. For this reason, each hotel should examine
what impact the loss of access to the current mail processing area and adjacent areas would have on
hotel operations. Careful consideration should be given to select a mail sorting area that is located
in a non-critical portion of the hotel. Preferably an area in which the hotel could continue to operate
in the event it is quarantined.
When selecting a location, preference should be given to non-critical areas that can be easily
sealed off and that are not attached to a central HVAC system. If the most desirable location is
connected to the central HVAC system, return and supply vents should be taped and sealed to
help prevent distribution of the biological/chemical agents. The area should be easy to evacuate,
isolate and seal off. Desirable locations could include: Storerooms, Shipping Receiving Areas,
Annex Buildings or Sheds.
Staff Precautions
To ensure the safety of mail handlers and reduce the impact on operations, staff should receive
training in identifying suspicious packages and personal protection.
If you have reason to believe that a biological/chemical threat is likely, staff should wear disposable
latex or rubber gloves. Consideration should be given to wearing a disposable particulate respirator
with a N100 rating. A supply of ziplock type bags should be readily available in the mail sorting
room.
Hotel Emergencies
87
Opening Mail
Prior to opening or distribution, mail should be inspected to determine if it is legitimate.
Dangerous packages often have telltale indicators they could help identify it as suspicious prior
to it being opened. These indicators include:


- Handle With Care” or “Rush - Do Not
Delay”.




-and-paste lettering on the address.

ins or peculiar odors.


Letter & package bombs may feel rigid, appear uneven or lopsided. They may be wrapped
in an

unprofessional manner with several combinations of tape. They may have irregular
shapes, soft

spots or bulges. Sloshing sounds may be heard.







If a package is believed suspicious, DO NOT OPEN IT. The package should be set aside.
An
attempt should be made to contact the sender of the package to determine its legitimacy.
If the
sender can not be contacted:
and evacuate the immediate area.
of
caution.




When opening any letter or package care should be take to do it in a safe fashion. Mail
should be
opened in an upright position to avoid spreading potential BCA. It should not be dumped
or turned
over to empty its contents. Never blow into a letter or package to facilitate removal of the
contents.
Mail Threats
In the event a suspicious package or a letter containing an overt threat is opened or discovered on
property, the following procedures should be implemented.




worn, set the letter aside.



-lock bag.


ad any contact with the letter MUST also wash their hands with soap
and

water.
Hotel Emergencies
88



a
contact phone number for each person in case follow-up is necessary).
Suspicious Powders
To date, the method of delivery for an anthrax attack has come in the form of a mailed envelope
with an attached overt threat. Although the potential does exist for the bulk delivery of a BCA,
there is no evidence that it has happened. All BCA scares to date involving a “suspicious
powder”, not delivered via envelope or package, have been false alarms. These have most often
turned out to be spilled talcum powder, baking soda, flour, creamer, etc.
If a suspicious powder is discovered onsite, the General Manager should exercise their best
judgement in determining how to proceed. If a threat is included with the powder, it should be
taken seriously and BCA threat procedures implemented.
Evacuations as a result of BCA or external threat
If it is determined that the hotel has received a potential BCA, a local evacuation of the affected
areas or a hotel-wide evacuation may be ordered. In addition to BCA threats against the hotel,
evacuation may be required as the result of external threats. Each hotel should be prepared to
evacuate and shut down the hotel on 30 minutes notice. The evacuation should take into
consideration the possibility that the hotel may need to be closed for several days.
Regardless of the cause, each hotel should develop a means of initiating an evacuation. This
could include utilizing a hotel-wide public address system, utilization of the fire alarm system, or
other acceptable means of alerting the affected portion of the hotel. If the public address system
is utilized, a prepared statement should be announced. The following announcement is
suggested:
“May I have your attention please. The hotel management requests that all guests and visitors
evacuate the hotel as a precaution. Please leave the building by the nearest exit. Do not use the
elevators. Take your room key with you. Please remain calm.”
Announcements should be repeated a minimum of three times and should be given in English
and the local language. Efforts should be made to update staff and guests when further
information is obtained. Evacuations not involving fires may allow for the continued operation
of the elevators. The guest list should be checked to determine if handicapped guests are
registered at the hotel. When there are handicapped guests staying in the hotel, employees should
be sent to the rooms occupied by these guests to assist them in evacuating the hotel.
Evacuated staff and guests should travel a minimum of 300 feet from the hotel. Evacuations as
the result of a BCA or terrorist event may result in the hotel being closed for an extended period
of time. As a result, the hotel must be capable of securing the hotel perimeter and locking all
doors.
Hotel Emergencies
89
The hotel should develop an emergency evacuation and contingency plan in the event that the
local authorities declare a civil defense emergency and require that the hotel be evacuated for an
extended period. A sample evacuation checklist is included below.
Sample Evacuation Checklist








n report.


-attendant indicating that the hotel is currently closed and
provide

information contact number. If possible, forward the phone to an outside line.

or, coolers and freezers.


-fired equipment and close main gas valve.



ernal exits/entrances.



emergency

generator should be allowed to activity or be disabled.
Relocation of Guests/Staff
Provisions should be made for the relocation of guests. This should include creating Mutual
Assistance Agreements with a location(s) near the hotel and a location(s) several miles away.
For locations near the hotel, an agreement with the hotels where “walk” arrangements are in
place might be considered. For these locations, transportation should be considered, including
provisions for walking as well as utilization of hotel vans and/or outside vendors, such as taxis or
limousines. For locations separated from the hotel by longer distances, establishing agreements
with similarly branded hotels on the other side of the city, or in an adjacent city might be
considered. In these instances, considerations for transportation during a city-wide emergency
should be taken into account. Alternate means of transportation might be difficult to locate and
agreements may need to be established with a transportation company.
Management personnel should be assigned to monitor the relocation of guests and staff away
from the hotel, including the relocation of injured persons. Use the materials in the emergency
response kit (guest identification tags and roster) to keep track of each relocated guest. Guests
and employees who were present at the hotel at the time the emergency occurred must be
accounted for. Pertinent records for employees should be obtained from the hotel's personnel
director. Guest records should be obtained from front desk personnel.
Hotel Emergencies
90
Recovery Plan
A detailed recovery plan should be developed for each property which includes provisions for reentering
the hotel, re-establishing utilities and normal operating procedures, returning employees
to work, and allowing guests to retrieve personal effects.
Repor ting
To report a BCI, use the following contact numbers:
(770) 488-7100
(301) 443-1167 or 800-USA-NDMS
(301) 443-5146 (FAX) or 800-USA-KWIK (FAX)
XIII. Communications with the Media
Introduction .......................................................................................................................2
Official Press Releases.......................................................................................................3
Media Interviews ...............................................................................................................4
Sample Pr ess Releases.......................................................................................................5
Communications with the Media
XIII-2
Introduction
A crisis communications plan should be prepared and implemented by the hotel's
executive committee. Major points that should be included in the plan are:
Pre-Crisis

anagement and

the public relations manager.


communication team.

During the Crisis
In the initial stages of a crisis, the dissemination of information by the company's and the
hotel's Public Relations Department should be accurate, authoritative, and timely. The
following rules should be carefully observed by all persons involved in a crisis:

media and information center should be manned immediately.


notified immediately.


Relations Manager for use with the media and other audiences and updated during the

crisis as developments warrant. This statement and any updates should be reviewed

by the Legal department and Corporate Communications in Atlanta prior to release.

should be instructed to defer any inquiries to the hotel's official

spokesperson.


center with the local authorities having jurisdiction during the emergency, i.e., fire

department, police, military, etc.


discussions may be held with, local officials conducting an investigation only after

consultation with the Legal department and the Risk Management department.




.
Communications with the Media
XIII-3
Official Press Releases
Reporters are interested in news events that involve property damage, personal injury, or
loss of life. Because hotel personnel are placed under great stress during such tragedies, a
simple statement containing basic information can prevent the publication of inaccurate
information that had to be obtained from unreliable sources.
The hotel’s official spokesperson (preferably the communications department or General
Manager) should prepare and issue a statement containing certain essential facts about the
incident. The press release should be approved by Corporate Communications prior to its
release.
All hotel personnel should be instructed to refer all inquiries to the member of management
responsible for this statement.
Sample press releases are available in this manual. When preparing a press release, the
following guidelines should be followed:
When
The day of the week, the date, and the time that the event took place.
Where
The location of the event as specified by the floor, or section of the commercial area.
Who
The number of people injured or involved. The names of injured persons are never
released.
What
The nature of the incident (fire, theft, etc.).
How Much
In the event of a theft or robbery, never divulge the amount of money that was taken.
Simply state that figures are unavailable. The area and degree of damage may be described
by a general statement such as "Seventeen rooms were damaged by smoke."
How Long
An estimation of the length of time required for any interrupted services be resumed.
Remember--many events taking place at the hotel receive publicity. An accurate news
release sent to reporters who have covered events at your hotel, often results in positive
publicity.
Never speculate as to the cause of the incident, offer opinions or misrepresent facts. If you
don't know all of the details, indicate that an investigation is underway.
Communications with the Media
XIII-4
Media Interviews
Following a catastrophe, reporters may request an interview with hotel management. In
these cases, follow these guidelines:
to a designated manager.
d another source for their
material. Rather schedule a time to meet with the media. This will provide you with
the time necessary to prepare a statement.
hotel policy.
Answer questions with facts. Never include opinion, rumor, or speculation.
that the information is confidential. If the reporter pursues the point, tell him it will
have to be reviewed by your management. Contact the communications department and
discuss an appropriate follow up.
know, say so. You can offer to find out more information if you feel it is important to a
fair news story. If the reporter requests the information, make every effort to get it.
Reporters have a difficult job. The easier you make the job for them, the greater the chance
that the information reported will be correct and favorable. Trying to impede their efforts
frequently results in more media time and space than such an event would normally
receive.
Any media inquiries regarding labor strikes, union election, or any other labor problem
should be directed to the hotel’s Employee/Labor Relations Department. Do not issue any
statements to the newspapers or radio, or to television reporters on this subject without first
clearing the statement with the hotel’s Employee/Labor Relations Department.
Communications with the Media
XIII-5
Sample Press Releases
Press releases for the following types of situations are included in the appendix:









