Hotel Front Office Management, 3rd Edition

IN-HOUSE SECURITY DEPARTMENTS VERSUS CONTRACTED SECURITY SERVICES 385HOSPITALITY PROFILE?Juliano is director of Mr. Juliano says that his job requires more inJohnsafety and security at the the way of management than operations. He developsprotective/preventative measures to keep theRoyal Sonesta Hotel, Cambridge,Massachusetts. After hotel from experiencing security problems and liabilitylawsuits. He needs to be knowledgeableearning a bachelor’s degree in criminal justice, heworked in private security and then went on to work about local ordinances as well as state laws andin hotels for the past 17 years.OSHA regulations. Mr. Juliano’s department is asMr. Juliano feels a safe, secure environment involved with guest relations as the front desk,is very important to travelers. He has been told guest services, or the concierge. He has a very goodby guests that they feel as if they are at home relationship with the front office manager. He providesthe front office manager with informationalwhen they stay at the Royal Sonesta Hotel; they wantto feel as safe there as they do in their own house. guidelines. By following these guidelines, the frontHe is responsible for the day-to-day operations of office manager and staff come to develop an understandingof what to do in certain situations. Whilethe security department, including scheduling andmanagement. He investigates incidents (theft, damagedproperty, etc.) and acts as a liaison with the manager on a daily basis, the front office managerMr. Juliano does not interact with the front officehotel’s safety committee. He is involved with employeetraining (CPR, airborne antigens, etc.); dis-for his feedback. Mostly, he deals directly withwill call him about situations that occur and askseminates information on state, federal, and OSHA guests or with a hotel employee when something goesrequirements to supervisors; and helps to implement wrong.new safety procedures.Failure to conform to the reasonableness standard in these three areas provides aliability risk for the hotel. 3The responsibilities outlined in the job description for the director of security may beassigned to other workers in some hotels due to budgetary reasons. The general managerin a limited-service property, for example, may assign the crisis management role of maintainingcontrol of an emergency situation to the manager on duty. The administrativerole may be shared with the assistant manager, reservations manager, and/or housekeeper.In-House Security Departments versus ContractedSecurity ServicesGeneral managers of hotels must determine if operating an in-house security departmentis cost-effective. Operating a well-organized security department must be the primaryconcern when considering the hiring of an outside security firm. As the job analysis forTLFeBOOK