Safety and Security in Hotels. Safety and security are two responsibilities of hotel managers. Guests expect to sleep, meet, dine, and entertain in a.

Safety and Security in Hotels

Safety and security are two responsibilities of hotel managers.

Guests expect to sleep, meet, dine, and entertain in a facility that is safe and secure – and are entitled to reasonable care under law.

Housekeeping and Front Office personnel can help meet this guest expectation and, in some cases, make the difference in the property’s safety and security system.

Safety

A term that pertains to discussing disaster preparedness, fire prevention and protection,

protection devices, and conditions that provide for freedom from injury

and damage to property.

The two hotel departments most likely to have the largest number of accidents and injuries are maintenance and housekeeping.

One basis for this frequency is the sheer labor-intensity of these two departments. In many operations, housekeeping and maintenance employ more people than any other department.

Another reason lies in the fact that working in housekeeping or maintenance involves physical activities and equipment use – both of which increase the risks of accident and injury.

To reduce safety risks, the executive housekeeper must be aware of potential safety hazards and develop procedures to prevent accidents.

Safety should be a top priority. Ongoing safety training programs help ensures that safe conditions are maintained in all work areas.

To develop programs, management must be aware of the laws that regulate the work environment – and more specifically, how those laws affect housekeeping personnel.

Employee Morale and Management Concerns

Unsafe working conditions have a negative effect on employee morale. If employees are preoccupied with hazardous conditions in the work place, they will not be able to perform the best of their ability.

For most part, it is difficult to motivate employees until unsafe conditions are corrected.

One of management’s top concerns should be for the health and welfare of employees.

Employees are one of the most important assets a hotel has.

If managers want employees to provide quality service, they must treat employees fairly and with respect.

Respect for an employee’s right to work in a safe and hazard free environment is a good place to begin.

Potentially Hazardous Conditions

Accidents and injuries do not have to occur. By following three simple rules, employees can contribute to a safe, accident-free work environment:

– Take adequate time– Correct unsafe conditions immediately– Do it safely the first time

Lifting:

Housekeeping tasks often involve lifting heavy objects. Employees may also be required to move furniture in order to complete a thorough cleaning task.

Incorrectly lifting heavy objects such as bags, boxes, and containers may result in strained or pulled muscles and back injury. In turn, these injuries can result in loss of work and long-term pain and suffering.

Employees can also incur cuts and scratches when lifting items such as trash or dirty linens which contain pointy objects or broken glasses. In all instances, employees should know what conditions to look for and the special precautions to take.

Some guidelines for safe moving and lifting:

Inspect the object before lifting. Do not lift any item that you cannot get your arms around or that you cannot see over when carrying. Get help if it is too heavy.

Look for any protrusions, especially when lifting trash or bundles of linen. Quite often, these items contain pointy objects or broken glass. Exercise special care to avoid injury.

When lifting, place one foot near the object and the other slightly back and apart. Keep well balanced.

Keep the back and head of your body straight. Because the back muscles are generally weaker than the leg muscles, do not use the back muscle to lift the object.

Bend slightly at the knees and hips but do not stoop. Use both hands and grasp the objects using the entire hand. Lift with the leg muscles. Keep the object close to the body. Avoid twisting your body.

When setting an object down, do not use your back muscles. Use the leg muscles and follow the procedures used to lift objects.

When tucking in sheets, picking up a laundry or cleaning a tub, bend with the knee and not on the back, nor on the waist to prevent back injury.

Use your body weight in pushing and pulling the vacuum, not just your arms and shoulder. To avoid slipping and tripping, hold the cord and coil as you go.

Wear the right shoes. Working shoes should be slip resistant, with a closed toe and fit to give you the best comfort.

Watch where you are going to prevent slips and fall. Use door stopper and not linens or objects that could cause a slip

or fall. Turn on lights and look all sides before entering any room. There

may be spills or broken glasses on the floor that need to be cleared.

If a broken glass is found, sweep the floor and place the glass in a container separate from the trash.

To push the room attendant’s cart easily, check if it has sticking wheels. Without it, it will be harder to push and could injure the user. Remove sticking thread on the wheels.

Be careful with loose screw or sharp edges as they could catch on one’s clothing and cause cuts.

When pushing the cart, lean forward into the cart, rely on one’s legs and feel not unto one’s back or across the body.

Keep the cart close, use feet and legs and not arms and shoulders. In case a cart falls down, do not try to stop or stand it up by alone. It

is heavier than you think and can cause accidents. Ask for help. Do not overload laundry cart to make it easier to pull. When reaching for something, especially in the tub, never stand on

the edge of a toilet bowl. You might loose your balance and fall.

Ladders:

Ladders can be used when cleaning areas on or near the ceiling or for such tasks as changing light bulbs. When selecting a ladder for a particular cleaning job, its condition, height and footing should be inspected.

Check the ladder for stability and examine crosspieces for sturdiness. If the ladder is broken or defective, do not use it. Rather, tag the ladder, place it out of service, and report it to the appropriate housekeeping supervisor or the maintenance department

An aluminum or metal ladder should never be used when working near or on electrical equipment. Ladders with rubber footings should be used on tile floors or in kitchen areas to prevent slipping. In all instances, the floor should be dry and clean.

A ladder must be high enough so that an attendant can stand on it and do the job without overreaching. Never stand on the top step of a ladder. If the area cannot be reached while standing on the step below the top step, the ladder is too short for he job.

Ladders should be placed so footing is at least one fourth of the ladder length away from the wall. Never place a ladder against window or an uneven surface.

Before climbing, test the ladder for stability; it should be well balanced and secure against the wall and floor.

Always be sure to face a ladder when climbing and have a clean and dry hands and feet.

Do not hold any items or tools that may prevent the use of one or both hands. Mark the area underneath the ladder with caution signs so that guests or employees do not walk under the ladder.

Machinery:

Employees should be authorized and trained in the use of machinery and equipment before operating such devices. Most equipment, machineries, and power tools come with instructions.

Some employees may need additional training and supervised practice before operating equipment and machinery on the job by themselves.

Many power tools and other machineries are equipped with protective guards or shields. These safety guards should never be removed.

Employees may also be required to wear protective eye goggles or gloves. All protective gear should be worn per instructions.

Equipment and machineries should never be left unattended while in use.

When not in use, all tools and equipment should be turned off and stored in the proper place. Never use a piece of equipment or machinery that is not operating correctly. Contact the appropriate supervisor or the maintenance department to have it repaired as soon as possible.

Electrical Equipment:

Extra care must be taken when operating electrical equipment. Even one of the most common housekeeping appliances like a vacuum cleaner can be harmful or deadly if operated improperly or in unsafe conditions.

An employee should never operate electrical equipment when standing in water or when hands or clothing are wet.

It is also unsafe to operate electrical equipment near flammable liquids, chemicals, or vapors. Sparks from electrical equipment could start a fire.

Equipment that sparks, smokes, or flames should be turned off immediately. If it is possible and safe to do so, the equipment should be unplugged.

In no instance should an attendant attempt to restart the equipment. The malfunction should be reported to the appropriate housekeeping supervisor or the maintenance department.

Equipment wires and connections should be checked periodically. Equipment with loose connections or exposed wires should not be used.

An appliance should never be unplugged by pulling or yanking the cord. This will loosen the connection between the cord and the plug and cause sparks and shorts. Equipments should be unplugged by grasping the plug and pulling it gently away from the outlet.

When using electrical equipment, the cord should be kept out of traffic areas such as the center of hallways or cross doorways. This is not always possible, particularly with such tasks as vacuuming corridors. In such situations, keep the cord close to the wall and post caution signs in the work area. If the appliance will be stationary and in use for a lengthy period, tape the cord to the floor and place caution signs over the taped cord.

Extension cords are sometimes required – particularly when an electric outlet is not located near the work areas. Extension cords should be inspected for exposed wire before use just like any other electrical cord.

There are many types of extension cords; not all are acceptable for use in a hospitality operation. The local fire department can pinpoint which types of cords meet the local fire codes and regulations.

When cleaning guestrooms, room attendants should check electric lamps, appliances, and other fixtures for frayed wires, loose connections and loose plugs.

Exposed electrical wire may result in shock, injury, or even death when touched. Outlet and switch covers should be checked to ensure that they are covered properly and not cracked or broken. If any of these conditions are found, the room attendant should not attempt to fix them, rather, potential problems should be reported to the appropriate housekeeping supervisor or to the maintenance.

Chemicals:

Many housekeeping employees are exposed to dangerous chemicals in their daily work routines.

These chemicals are powerful cleaners, and, when used properly with proper protective gear, are relatively harmless. However, when used improperly, these same helpful chemicals can cause nausea, vomiting, skin rashes, cancer, blindness, and even death.

Chemicals are used to clean all areas of a lodging property including bathrooms, kitchens and floors. Potentially hazardous chemicals are also used to kill insects and rodents.

Some housekeeping situations require employees to handle toxic substances to unstop clogs in toilets and other plumbing fixtures. Often the use of such hazardous and toxic chemicals cannot be avoided.

Continual training in chemical safety is necessary for two reasons: First, misused chemicals can cause serious injury in a short period. Second, new employees – especially in properties with high employee turnover – need to be trained immediately.

Handling Chemicals Safely:

Read the labels and the material safety data sheet. Wear personal protective equipment like goggles and hand

gloves for protection from spills and splashes. To use the chemical correctly, follow the direction of the label. Use only one chemical for its intended purpose. Be sure the correct chemical goes in a properly labeled container

when refilling spray bottles. Cap of bottles/ containers should be tight and the broken nozzles

must be replaced to prevent drips. Never mix chemicals the result can be potentially deadly like

fumes created by mixing bleach with ammonia.

Use the right amount of chemicals. Excessive amount may damage surfaces.

If a chemical spills, block the surface. A minor spill can be cleaned up. If not sure of how to clean up a spill, ask the supervisor.

If a chemical spill blocks your skin, rinse as directed in the material safety data sheet

If your eyes are exposed and contaminated by a spill, rinse it with a clean water and get immediate medical assistance.

Handle potentially contaminated items as little as possible. Use proper container for disposal of items. Clean contaminated areas. Thoroughly wash hands after using chemicals.

Security

Security refers to the freedom from fear, anxiety, and doubt involving

ourselves, as well as to the protection and defense against the

loss or theft of guest, employee, and company property and prevention of

other emergencies.

Security Committees:

Security committee should consist of key management personnel – including departmental heads. Supervisors and selected hourly employees can also contribute important security information and add to the committee’s effectiveness.

Committee Responsibilities:

Development of security handbook and the design of training and awareness programs.

Monitoring, analyzing, and suggesting solutions for returning security problems.

Maintaining records on such incidents as theft, vandalism, and on-site violence.

Conducting spot security audits and property inspections.

Investigating security incidents. Maintain open lines of communication with the local

police department.

Theft:

Guest theft: most hotels assume that guests will take items such as matches, pens, shampoo, ashtrays, and sewing kit. For most part, these items are provided for the guest’s convenience and are actually a form of advertising used by the hotel. However, towels, bathrobes, trash bins, and pictures are not part of the marketing strategy and are not meant to be taken by guests. When these items turn up missing, it can add up to a large expense for a hospitality operation.

To reduce the theft of these items, some properties keep count of the number of amenities inside the room. When the guest request for additional item, it is noted at the front desk. The room attendant, too, notes how many items are in the room, when cleaning the next day. The room attendant’s ability to spot missing item may allow the hotel time to charge the guest for items that have been taken.

Another strategy, some hotels place items such as towels, bathrobes, and leather stationery folders and the like are on sale in their gift shops. This may reduce the likelihood of theft since guests have the option of purchasing these items. Also, having these items on sale helps set a standard price that can be levied against guests for a missing item.

Other helpful ideas to reduce guest theft:

Use as few monogrammed items as possible.

Keep storage rooms closed and locked

Affix or bolt guestroom items and fixtures to appropriate surfaces.

Secure windows.

Employee theft: it is up to the management to set the standards for reducing employee theft – and to act as a good example. A manager who takes hotel steaks home to barbeque will not be effective when asking employees not to steal food, linen, and other hotel property. Management should also detail explicit rules and regulations concerning employee theft. The employee handbook should spell out the consequences of stealing hotel property.

Managers should screen applicants before making a job offer. A through background check should be conducted, including a check for any criminal convictions. Before asking any questions or making inquiries, check local laws to ensure that the selected screening techniques are not illegal or prohibited.

Good inventory control procedures can also help control theft. Detailed records that note any unusual or unexplained fluctuations should be kept of all items in stock.

It is a good practice to conduct a monthly inventory of all housekeeping supplies including toilet paper, amenities, and linens. If the items in storage do not match the usage rate, or if too little stock is on the shelves, it may be an indication of employee theft. Employees should be aware of the results of monthly inventories – especially when shortages are discovered.

In addition to keeping records of items in stock, records should be kept of stolen or missing items- including those from guestrooms. The record should include the name of the room attendant and any other hotel employees who had access to the room.

Keep all storeroom doors locked. Storerooms should be equipped with automatic closing and locking devices. Locks on storerooms should be changed periodically to reduce the opportunity of theft.

Management should designate employee entrances and exits. These entrances should be well-lighted, adequately secured, and provided with round-the-clock security. Employee entrance may include a security staff office which monitors arriving and departing employees.

Employees should know what items they may bring onto or remove from the property. Management may establish a claim-checking system for bringing items onto the premises and a parcel-pass system for taking items off the premises. If an employee has permission to remove hotel property, he/she should be issued a signed permit from the supervisor or an appropriate manager before doing so.

Restricting employee parking to a carefully selected area can also help control losses. Keeping the area well-lighted reduces the temptation to steal and also makes the lot safer for employees who leave work after dark. The employee parking area should not be so close to the building that it allows employees to easily and quickly transfer stolen property to their cars.

If the hotel is large or has a very high turnover rate, employee are less likely to know their fellow workers. In such cases, identification badges may be required to prevent strangers who pose as employees to gain admittance to the property.

Bomb Treats

Housekeeping procedures for handling bomb treats should be part of the property’s security manual. Housekeeping’s role usually consists of helping in the search for any suspicious objects that could be bombs.

Where and how the search is conducted will depend on the way the property received the bomb threat. Information from the caller or letter may give clues on where personnel should search and on what type of bomb or object to look for.

Searches often include stairways, closets, ashtrays, trash containers, elevators, exit areas, and window sills. It may be helpful to take a flashlight to inspect areas with little light.

Search team employees look for objects that are normally not found in an area. Housekeeping personnel have an advantage since their daily routines promote familiarity with many hotel areas. If a suspicious looking object is found, it should not be touched or moved; notify the person in charge of the search team or an appropriate supervisor immediately.

Notification is best done face-to-face or over the telephone. Avoid using radios, walkie- talkies, or beepers. Some bomb devices are sensitive to these sound waves and may go off.

If nothing is found after completing the search, all teams should regroup in a designated area. An all-clear sign should be given after all search procedures have been performed and management is satisfied that the guests, employees, and property are not under by real threat.

Quite often, guests are not notified when bomb threats are received. This is because many bomb threats are just that – threats. However, bomb threat emergency procedures should still be followed just in case it is a real emergency. Generally, these procedures do not include notifying guests until a search is completed. If a guest does ask an employee what he/she is doing during a search, the employee should respond in a way that does not arouse unnecessary suspicion or fear.

The safety and security manual should include evacuation plans in case a bomb should actually be found or explode on the premises. It should also include provisions for emergency medical services. In these instances, housekeeping employees should follow procedures to assist in rescue efforts. The local police should be notified of all bomb threats. If police respond to such calls, the hotel should follow the directions laid out by police personnel.

Key Control:

Proper key control procedures are important for guest security and privacy. Key control also protects the property by reducing the possibility of guest and property theft.

Housekeeping is primarily concerned with four categories of keys:

Emergency key Master key Storeroom key Guestroom key

Emergency keys

open all doors in the property – even those that guests have double locked. These keys should be kept in a secure place. Some properties also keep an emergency key off the premises. Distribution and use should occur only in emergency situations such as a fire or when a guest or employee is locked in a room and needs immediate assistance. Most housekeeping personnel do not use emergency keys on a day-to-day basis.

Master key

also open more than one guestroom. Master keys are separated into three levels of access. The highest level is the grand master. This key opens every hotel room and, many times, all housekeeping storage rooms. If the guest has turned the dead bolt, master keys will not open the door. Master keys can be used in emergency situations when it is vital for an employee to enter some or all areas of a hotel. Master keys are kept at the front desk for such emergency purposes.

The next level of master key is the section master. This type of master key opens rooms in one area of a hotel. An inspector may be issued more that one key of this type because he/she may be required to inspect the work of more than one room attendant.

The lowest level of master key is the floor key. Generally, a room attendant is given this key to open the rooms he/she is assigned to clean. If the employee has rooms to clean on more than one floor or area, he/she may need more than one floor key. Floor keys typically open the storeroom for that floor – unless the room is specially keyed or is accessed by another master key.

Guestroom key

are those keys distributed to guests. This type of key opens a single guestroom and, in some cases, other locked areas such as the pool. Guestroom keys are stored at the front desk when not in use.

Key Control Procedures:

A log can be used to monitor the distribution of master keys. This log should include the date, time and the name of the person who signed for a particular key. Every time an employee receives or returns a master key, he/she should be required to initial or sign the log. The person issuing the key should also initial or sign the log for each master key transaction. In large properties, the linen room attendant distributes and secures the keys for the room attendants. At smaller properties, the executive housekeeper or the front desk may assume this function.

Employees issued keys should keep the keys on their person at all times. Key belts, wrist bands, or neck chains are recommended devices for keeping track of master keys. Master keys should never be left on top of a housekeeping cart, in a guestroom or in an unsecured area. An employee should never loan the key to a guest or to another employee.

The room attendant who signed for the master key is the employee who is responsible for it and should never leave the property.

Finally, a room attendant should never use a master key to open a room for a guest. If a guest asks an employee to unlock a room, the employee should politely explain the hotel’s policy and direct the guest to the front desk.

Room attendants are also responsible for retrieving guestroom keys if the guest leaves the key in the room. Many hotels provide key lock boxes on the room attendant’s cart to store guestroom keys. If no lock box is available, room keys should be kept in a secured area – not on top of the cart – until returned to the front desk. If a room attendant finds a room key in the hallway or public area, the front desk should be notified immediately. The key should be returned to the front desk or placed in the lock box.

Lost and Found:

Many times, the housekeeping department handles the lost and found function. Lost and found items should be stored in an area that is secure and has limited access. One employee per shift should be assigned to handle the lost and found as part of his/her job.

In large hotels, the linen room clerk may handle the lost and found procedures. In smaller properties, the task may be delegated to the executive housekeeper or front desk personnel. When an employee finds an item left behind by a guest, he/ she should immediately turn it over to the lost and found. In no instance should lost and found items be left in an unsecured spot such as on top of a room attendant’s cart.

Items should be tagged, logged, and secured after they have been turned over to the lost and found. Tags may be numbered or used to identify the item. A log should be used to record the date, time, where the item was found, and by whom. The log should also have space to record if and when the item was recovered by it owner.

All lost ad found property should be kept for at least 90 days. If items are not claimed after 90 days, it is up to the management to decide how to dispose of the items properly. Many hotels donate unclaimed lost and found items to local charities. It is important to ensure that the lost and found policy of the hotel complies with local laws.

Guestroom Cleaning:

Security in guestroom areas is important to maintain for the safety of the guests and employees. Room attendants should respect guest property and should not open guest luggage or packages, snoop in dresser drawers or closets. Some hotels even have a policy that forbids room attendants to move guest property. In these instances, room attendants are instructed to clean around guest objects.

Since guests sometimes hide valuables and belongings in pillowcases or between mattresses, room attendants must be extra careful when removing linens. Other favorite hiding places for guest valuables include the top of closets and under lamps. If room attendants notice any of the following while cleaning, they should immediately contact their supervisor, security, or the front desk:

– Guns or weapons of any kind– Controlled substances or drugs– Unauthorized cooking or unsafe electrical appliances– Foul odors– Unauthorized pets– Ill guests– Large amounts of cash or valuable jewelry

When cleaning, the room attendant should always keep the door open and the cart rolled in front of the entrance to block access from the outside. If a guest wants to enter the room while the attendant is cleaning, the attendant should politely ask the guest his/her name and ask to see a room key. This ensures that the room being cleaned is that the guest’s room. If the guest does not have a key, the attendant should tell him/her to contact the front desk. A guest should never be allowed to enter a room just to look around. Again, the attendant should explain that this if the hotel’s policy and is enforced for the guest’s safety and security.

A room should never be left unattended with the door open. If an employee must leave the room while cleaning, he/she should lock the door on the way out. This procedure should be followed even if the employee is out of the room for only a few minutes.

After cleaning the room, all windows and sliding glass doors should be locked. The guestroom door should also be checked to see that it is locked.

Unfortunately, guests often point the finger at the room attendant if an item comes up missing from the guestroom.

This is just one more reason for room attendants to be considerate of guest property and to protect the guest’s room for many possible thefts. For most part, an employee who is alert and careful can contribute to the overall guest’s safe and trouble-free stay.