Hotel Front Office Management, 3rd Edition

384 CHAPTER 14: SECURITY5:00 p.m. Meets with the general manager to discuss the status of fire safety trainingin all departments.5:30 Responds to a call from the front office that a guest has fallen on hotelproperty. Assists the guest with first aid and arranges for transportationto a medical facility. Completes an accident report. Assists the family ofthe guest in making arrangements for an extended stay.6:00 Confers with maintenance personnel on the operational status of fire safetyequipment.6:15 Prepares a “to do” list for the next day.6:30 Checks with the banquet captain on the status of guests at scheduled banquets.6:45 Checks with the lounge manager on the status of guests.6:55 Checks with the front office manager on the status of guest check-in.7:00 Checks with the garage attendant for an update on activities.7:05 Checks with the shift security supervisor for an update on patrol activities.7:10 Departs for the day.This job analysis shows the security director to be very involved with managing detailsconcerning the whereabouts of people and showing a proactive concern for their safety.There is constant interaction with various department directors, employees, governmentofficials, guests, and operational equipment. All of these job tasks describe a very responsibleposition in the hotel. The following comment on hotel guest safety outlines theobjective of a hotel’s obligations to guests:The hotel is not the insurer of guest safety but it must exercise the care of a reasonableand prudent operator in protecting the guest. This duty extends to aninnkeeper’s obligation to protect guests from• negligent or deliberate acts of hotel employees• acts of other guests• acts by nonguests committed on the premises.FRONTLINE REALITIESguest calls down to the front desk indicating that her son has not returned from the vendingmachine area. He has been gone for 25 minutes. How should the desk clerk respond? What6Asystems need to be in place for prompt, efficient actions?TLFeBOOK