Safety and Security

Objectives: examining how to ensure safety and security in the hotel through

efficient housekeeping operations

To reduce safety risks,

The exec. housekeeper must: be aware of potential safety hazards develop procedures to prevent

accidents develop ongoing safety training

programs be aware of the laws that regulate

the work environment

Safety and Security

Safety: refers to the actual conditions in the work environment.

Security: refers to the prevention of theft, fire, and other emergencies.

Safety and Security (cont’d)

Housekeeping & Maintenance departments have the highest risk for accidents and injuries because:both departments employ more people than other department.

working in these departments require physical activity and equipment use.

Unsafe Work Environments cause:

insurance and liability concerns- expensive medical costs- legal problems e.g. fines or lawsuits- decreased productivity

employee moral and management concerns- negative employee morale- low performance

Potentially Hazardous Conditions

Managers must train employees to recognize potentially hazardous conditions and take corrective actions before they cause injuries like sprains, strains, falls;

- wet floors and slippery walkways- messy floors - equipment left out in the way- improper lifting techniques

Three Rules for safe, accident-free work

environment1. Take adequate time2. Correct unsafe conditions

immediately3. Do it safely the first time

Safety Tipsfor potentially hazardous conditions in the

HKLifting Incorrect lifting may cause, strained

or pulled muscles and back injury, and cuts and scratches.

Safety Tips (cont’d)Ladders - when selecting a ladder,

inspect its condition, height and

footing: do not use broken or defective ladder do not use aluminum or metal ladder

when working near or on electrical equipment

use rubber footing on tile floors and in kitchen

floor must be dry and clean should be high enough

Safety Tips (cont’d) never stand on the top step never place a ladder against a

window or uneven surfaces should be well-balanced when climbing, face the ladder

and have clean and dry hands and feet

mark the area underneath the ladder with caution signs

Safety Tips (cont’d)Machines

employees should be authorized and trained to use them before operating

follow the instructions and train and supervise staff

safety guards of the machines should not be removed, protective eye goggles should be worn

never leave them unattended, turn off and store

never use a machine that is not operating correctly, have it repaired

Safety Tips (cont’d)Electrical Equipment

never operate electrical equipment with wet hands or cloths

do not operate near flammable liquids, chemicals or vapors

turn off them when sparks, smokes or flames are seen

check the wires and connections periodically

Electrical Equipment (cont’d)

never unplug them by pulling the cord

keep the cords out off traffic areas

when cleaning guestrooms, room attendants should check for frayed wires, loose connections, loose plugs, broken switches

Safety Tips (cont’d)

Chemicals when used improperly, they can

cause nausea, vomiting, skin rashes, cancer, blindness and even death. Potentially hazardous chemicals are used to kill insects and rodents or unstop clogs in toilet.

continual training in chemical safety is necessary

Job Safety Analysis

A Job Safety Analysis is a detailed report that lists every job function performed by all employees in a housekeeping department with safety tips and potential hazards being cited.

The analysis should be produced in booklet form and used in training. Housekeeping managers should demonstrate and explain each task when training.

Safety Training1. It begins the first day of the job

with an orientation about safety rules and regulations.

2. It should include the presentation of the hotel’s safety philosophy during orientation.

3. It does not end at orientation. Every employee should participate in an ongoing safety education program at least once a month.

Security

Is the task of protecting both people and assets by:• guestroom

security• key control• perimeter control• emergency

procedures• lighting• security records

whether the property requires a large security staff or one or several on-premises supervisory personnel, the security role must be clearly defined and implemented.

Security Issues

Suspicious Activities

The individuals allowed in guestroom areas are:

Guests Their visitors On-duty employees

All properties should establish a policy on how to approach and handle unauthorized or undesirable people.

Suspicious Activities (cont’d) Suspicious people are those:

checking doors knocking on doors\ or looking nervous.

Approach the person looking suspicious politely. If the person claims to be a guest, ask for the room key.

If the person says that he is not a guest, then explain the hotel policy and direct the guest to the front desk.

Suspicious Activities (cont’d)

Employees who are not in their designated area should be asked if they need help. Depending on the person’s response and manner, report to security.

Friends and relatives of employees should not be allowed in guestroom areas or employee locker rooms.

Theft(a) Guest Theft can be reduced by: using fewer items with logos reduces

temptation to steal keeping storage rooms closed and locked fixing or bolting guestroom items and

fixtures to appropriate surfaces when cleaning, notifying the front desk or

security for any missing items securing all first floor windows and sliding

glass doors

(b) Employee Theft can be reduced by: acting as a good example as managers writing down the consequences of

stealing in the employee handbook and implementing them for everyone without discriminating

screening applicants (background check) before making a job offer

having good inventory control procedures, taking physical inventory every month

keeping records of stolen or missing items

keeping all storeroom doors locked and changing the locks periodically

designating employee entrances and exits with security staff

establishing claim-checking and parcel-pass systems

restricting employee parking in large hotels, using identification badges

to prevent strangers

Bomb Treats

As housekeeping, helping in the search for any suspicious objects that could be bombs. Searches often include:

Stairways Closets Ashtrays Trash containers Elevators Exit areas Window sills

Bomb Treats (cont’d)

If a suspicious looking object is found, it should NOT be touched or moved, notify the person in charge of the search team

Avoid using radios, walkie-talkies, or beepers

The safety and security manual should include evacuation plans

The local police should be notified of all bomb threats.

Fires

Fires are commonly grouped into four(4) categories: Class A - wood and paper products Class B - flammable liquid, grease, and

gasoline Class C - electrical, Class D - combustible metals.

In the lodging industry, two (2) most common causes of fires are: electrical malfunction arson

Fires (cont’d)

Managers must pay special attention to: installation of fire detection systems -

smoke detectors, suppression systems (sprinklers) , alarms (pull stations)

fire safety training - in evacuating the building, reporting fire, emergency escape procedures and duties, escaping from a smoke-filled room, putting out a small fire (fire extinguishers, type ABC)

using fire-resistant fabrics and materials

Key Control

Housekeeping is concerned with he following keys: Emergency (opens all doors even

those that have been double locked) Master (three levels -the highest

level is the grand master opens every hotel room and HK storage rooms, the next level is the section master opens rooms in one area, the lowest level is the floor key opens the rooms on the allocated floor and storeroom

Guestroom (used by guests)

Key Control

Key control procedures commonly practiced by housekeeping staff includes:

(1) use of log book for signing-out and signing-in keys

(2) use of key belts, wrist bands or neck chains for keeping keys

(3) keys should never be loaned (4) keys should not be left on trolleys or carts (5) never open a room for a guest (6)use of card key systems.

Lost and Found:

Are usually handled by housekeeping

Should be stored in a secure area

All items should be:tagged (with numbers) logged (to record the date, time,

place, person),secured (keep at least 90 days,

donate unclaimed items)

Guestroom Cleaning:

Room attendants should: not steal guest valuables not open guest luggage or packages be careful when removing linens,

dusting the top of closets and under lamps, since guests sometimes hide valuable belongings

Guestroom Cleaning(cont’d)Immediately notify Housekeeping,

Security or Front Office, if any of the following items are noticed:

guns/weapons drugs cooking/unsafe electrical appliances unusual foul odors pets ill guest large amounts of cash or valuable

jewelry

keep the door open and the cart rolled in front of the entrance to block access from outside, when cleaning guestrooms.

politely ask the guest name and see the room key, if a guest wants to enter the room while the attendant is cleaning

never leave a room unattended with the door open

after cleaning the room, check all windows and sliding doors whether they are locked, check the guestroom as well to see that it is locked

END OF PRESENTATIONEND OF PRESENTATION

THANK YOUTHANK YOU

TUTORIAL # 2TUTORIAL # 2

ASSIGNMENT # 1ASSIGNMENT # 1 Visit the website View and/or Download (read) the

PowerPoint presentation entitled “ Managing Inventories and Controlling Expenses”

Complete the tutorial attached to the presentation.

Tutorial will be creatively presented at the next class (February 22, 2009).

END OF CLASSEND OF CLASS

Ladies and Gentlemenenjoy your day

and see you next month…