Hotel Front Office Management, 3rd Edition

C H A P T E R 1 4SecurityOPENINGDILEMMACHAPTER FOCUS POINTSThe general manager has been considering establishing an in-house securitydepartment. Security at the hotel has been outsourced in the past five years withminimal concern. However, with the recent media emphasis on the safety ofboth guests and employees, the general manager thinks it is time to prepare aplan of action to investigate the possibility of an in-house security department.The act of delivering hospitality is thought to occur naturally. However,throughout this text, delivering hospitality has been discussed as a plannedconcept, complete with research on guests’ needs, policy and program development,establishment and delivery of training programs, and follow-up informationsystems. Hospitality also includes providing a safe environment forguests, which requires a well-organized department to oversee and implementsafety programs. The security department of a hotel is vital to delivering hospitalityto guests. This department is responsible for establishing the details ofthe following systems:• Importance of a securitydepartment to effectivefront office management• Organization of a securitydepartment• In-house security departmentversus contractedsecurity services• Hotel law• Room key security system• Fire safety• Emergency communicationprocedures• Employee safety programs• Guest and employee safety• Room key security• Fire safety systems• Bomb threat action• Emergency evacuation plansTLFeBOOK