1 Apr 2010
Army Lodging
Standard Operating Procedures
Criminal, Suspicious, and Prohibited Activities or Serious Incidents
1. Purpose: To ensure the safety and security of lodging guests, staff members and
assets.
2. Scope: All lodging operations.
3. Authority/Responsibility: All lodging staff members
4. Procedures:
a. Lodging Managers will obtain local installation plans for Criminal, Suspicious,
and Prohibited Activities or Serious Incidents, amend this SOP as warranted based on
local policy and attach the installation plan as an Appendix to this SOP.
b. Staff members shall be trained in responses to respond to Criminal, Suspicious,
and Prohibited Activities or Serious Incidents to include the following:
1. Suspicious Person(s) (non-guest area)
a. After asking the person(s) if they need help, and insuring that they are not hotel
guests, ask them why they are there and render assistance, if necessary.
b. If you determine that the person(s) should not be on property, ask them to
leave. If uncomfortable dealing with the situation directly notify a supervisor or manager
of the person’s presence.
c. Make sure to get a detailed description of the individual and what they were
doing.
d. Check the area for any suspicious packages, or signs of breaking and entering,
if apparent, follow relevant procedures in this document.
e. Notify the duty or area supervisor, Front Desk and insure the information is
recorded in the Front Desk Log.
2. Barred person (person of official bar list published locally)
a. If the barred individual is requesting reservations, inform them that there are no
rooms available.
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b. Call Military Police or supervisor, and report the incident.
c. Upon arrival of the Military Police, identify the individual and let them take
control of the situation.
d. Complete an Incident Report (separate SOP)
3. Solicitors (salespersons) without an appointment with management.
a. After asking the person(s) if they have an appointment need help and assuring
that they are, in fact solicitors, (starting to listen to their sales pitch or obtaining a copy of
their information papers and or business cards) state that the hotel has a “No Solicitation
Policy”.
b. Ask the person(s) to leave property.
c. Request assistance from a supervisor or manager if needed.
d. Provide the information to the Front Desk, and attach any business cards or
flyers to the Front Desk Log.
4. Assaults (domestic violence, child abuse, robbery, disturbances, suicide threats, etc).
a. Notify supervisory or management personnel.
b. If supervisory or management personnel are not available call Military Police
and identify this as an emergency situation. Advise them that you need assistance, or
emergency medical assistance. Provide the name of the facility, the telephone number,
location and nature of the emergency, and the current situation.
5. Alleged Thefts
a. Encourage the victim to indicate the description, value, and circumstances of
the missing property, and for them to notify appropriate law enforcement office.
b. Notify the senior employee on duty.
c. Complete an Incident Report (separate SOP)
d. If an individual is caught stealing lodging assets, regardless of the property
value, immediately notify the law enforcement office and senior employee on duty.
6. Breaking and Entering – If a secured area, like a guest room, hotel office or hotel
storeroom appears to have been forcibly entered:
a. Notify the supervisor and/or Lodging Manager.
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b. Notify the Military Police.
c. Prepare an incident report (separate SOP).
d. When a guest is involved, let them know that the Military Police have been
notified.
7. Vehicle Accidents
a. Notify the appropriate law enforcement office, with sufficient information for
the emergency operator to dispatch appropriate assistance.
b. Attend to the injured people, applying first aid or CPR, as needed, but only
within limits of your ability/training.
c. Notify supervisor or front desk clerk
d. Complete an Incident Report Form (separate SOP).
e. Follow accident reporting requirements in the vehicle dispatch operating
procedures.
f. Do not discuss the accident with any other driver.
8. Obscene Phone Calls: Hang up the phone.
9. Weapon Found in a Guest Room – There should be a local policy that prohibits
unattended weapons in Lodging facilities. If a policy exists and an unattended weapon is
found:
a. Notify the Front desk to lockout the room.
b. Notify the supervisor and /or Lodging Manager.
c. In the absence of a supervisor or Manager contact the Military Police.
10. Robbery: If approached in a robbery situation:
a. If you are the victim:
1. Give them all your cash, cooperate fully
2. Stay calm.
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3. Press duress alarm (if available), as soon as it is safe, (All front desk
operation should have a duress alarm).
4. Get a good description of the assailant. Notice height, build, hair color,
and any distinguishing features.
5. Notice direction of flight, clothing worn and any accomplices or
vehicle used.
6. Notify the Military Police and supervisory or management personnel.
7. Complete an incident report.
b. If you arrive after a robbery:
1. Calm the victim.
2. Isolate the victim.
3. Notify the Military Police and follow the other emergency notification
procedures, if another lodging employee has not already completed this action.
4. Complete an incident report.
11. Sexual Assault.
a. Calm the victim; call the Military Police as well as Emergency Medical
personnel if needed.
b. Isolate the victim.
c. Secure the area containing evidence and protect it from contamination for law
enforcement.
d. Complete an incident report.
12. Attempted Suicide.
a. If you receive a suicide threat by telephone:
1. Keep the caller on the line, as long as possible, to learn his/her name
and/or location. If the phone you are using has caller ID, determine the location the call
is coming from and note the number.
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2. If another employee is close by, try to signal him/her or write on a
piece of paper so he/she can notify the supervisor of Lodging Manager, while you talk to
the caller.
3. Notify the Military Police and supervisory or management personnel.
4. Talk to the person and assume a gentle, but positive attitude with
reassuring voice to determine their name and location. Keep talking to them as long as
possible, and upon arrival of the law enforcement officers, follow their directions.
b. If you are confronted in person by a suicidal person:
1. Insure someone notifies the Military Police and supervisory or
management personnel.
2. Keep the area cleared and protected from onlookers.
3. Do not place yourself or anyone else in danger.
4. Assume a gentle, but positive attitude, using a soft and calm reassuring
voice. Be friendly and even affectionate.
13. Death on Property.
a. Notify the Military Police and Emergency Medical personnel.
b. Check for signs of life and if appropriate, begin CPR/First Aid if trained, and
within your ability.
c. Notify the supervisor or Lodging Manager.
d. Secure the area and do not allow entry except to medical and law enforcement
authorities. Ensure that nothing is touched, removed or disturbed in any manner until the
authorities have completed their investigation.
e. Ensure that no pictures are taken unless done so by the authorities.
f. Once the area is released by the authorities, it is to be secured. If the area is a
guest room, it must be re-keyed.
d. Manager will designate an employee to identify Lodging property, and observe
inventory of personal property of the deceased. Secure items until released (signed for)
to appropriate personnel (not lodging personnel). Lodging is responsible for the
deceased’s property until released.
e. Complete an Incident Report Form (separate SOP).
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f. Notification to a deceased’s next of kin will be done by the Military Authorities
not Lodging or CPO personnel.
g. In the event of an employee death by accident or natural causes, military
authorities make arrangements for the proper notification of the next of kin.
14. Local Appendix.
Local policy on Criminal, Suspicious, and Prohibited Activities or Serious Incidents
Weapons Policy
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