If you are not a security officer, you may think that security is not part of your job. The truth is, every hotel employee is an important part of our security team. In fact, one of the best defenses against crime is a friendly and alert staff who are on the lookout for suspicious activity.
1. It is important to note that the vast majority of people visiting hotels have legitimate reasons for being in the hotel. However, from time to time, persons who have no legitimate reason may try to enter the hotel. These persons may or may not be intending to commit a crime, however they are trespassing.
2. Believe it or not, one of the best defenses is your smiling face. While you are working, make eye contact, smile, and greet each guest that comes within five feet of you. Being friendly and greeting each guest serves two important purposes. It instills a warm, positive feeling of customer service with our guests. It also informs any would-be criminals that our staff is alert and observant and could identify them later.
3. If you observe persons loitering in the lobby, guest corridors, the back of the house, or other areas, approach the person and identify yourself as an employee. Be professional and courteous. Ask how you may be of assistance and if the person is registered as a guest.
4. If the person claims to be a guest, ask to see their room key. If the person claims to be visiting a guest, ask for the guest's name and room number. Use a house phone to verify this information. When PBX confirms the name and room number, escort them out of any unauthorized areas and allow them to proceed.
5. When the person can give no legitimate reason for being on the property, or the front desk cannot confirm the registration, consider the person to be a trespasser. Ask the individual(s) to leave the premises and notify security or the MOD.
6. If you ever feel uneasy or endangered by a suspicious person, leave the area and notify security or the MOD immediately. Note any details about the person such as their height, weight, clothing, hair color, ethnicity, gender, location, etc. Never put yourself at risk.
7. Vehicles left unattended at the lobby entrance, unattended luggage and suspicious packages are also of concern and should be immediately reported to security or the MOD.
8. It is important that we block access to back of the house areas for unauthorized persons. This can be easily accomplished by closing and locking all storage and mechanical room doors.
By following these steps, you can deter would-be criminals and at the same time provide a warm and friendly environment for our guests and fellow employees.
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