for this the security system should cover proper storage and pest control systems, apart from the application of total material management system. 2. His physician will also be helpful in knowing and notifying the incident to the relatives and people known to him Do not disturb the body or touch anything before the arrival of the police as this may be a murder or suicide case. Hotel personnel are trained about the fire protection procedure and the types of fire. One law firm, for instance, recommends installing a security camera and “hiding your receptionist.” That way, the front-of-office staff can be free to take confidential phone calls and work on other projects without sacrificing lobby security. for this the security, system should cover proper storage and pest control systems, apart from the. The security guard found the door ajar and the room vacant. 0 0. which collect a lot of. Front office staff should be well-versed with the procedures regarding safe deposit boxes. Strict control should apply to the storage and issue of safe deposit keys. For this purpose, the service elevator and not the guest elevator is used, A death certificate is obtained from the doctor, A report should be prepared as to who informed of the death, time, room number and date, of death. Get to Know Everyone. The fog quickly excludes the O 2 from the burning material and blanket the combustible material. Air contains O 2 which is necessary for combustion. Some important facts to be kept in mind are: Do not enter the room alone always take the lobby manager and security officer with you, In case you are aware that the deceased was under the treatment of a specific doctor, the, same should be called instead of the hotel doctor. If a bomb threat is received via telephone, the telephonist should note, carefully what exactly is said, the time of the call received the accent of the, caller and background noise if any. Hence it is very important to have a proper security system in place to protect staff, guests and physical resources and assets such as equipment, appliances buildings, gardens of the hotel and also the belongings of the guest. - A detailed record of all employees who enter the guest room such as chamber maids bellboys room boys maintenance etc - All hotel keys should be returned to the department concerned and no employee should be allowed to take keys out of the hotel’s premises. . 1. Security Cameras: Few Hotels have security cameras with digital technology, intelligent access central system, software interface with CCTV for matching undesirable visitors and criminals, interfacing with motion detectors, pocket lie detectors and spy cameras and use of biometric readers like hand key reader or face recognition system etc. The second edition of Hotel Front Office is specifically tailored to meet the requirements of the students pursuing hotel management courses. Also make your comments as to the reason of, the accident and how could it have been prevented and what action is to be taken to avoid the, An accident book is usually maintained in all organizations and the receptionist should, record all details of accidents which have occurred to employees whilst carrying out their, The book must be kept in a place easily accessible by any injured person or a person bona, Particulars of an accident may be entered here in either by the injured person himself or, The accident book when filled up should be preserved for a period of three years after the, Every employer is required to take steps to investigate the circumstances of the accident, recorded and if there happens to be any discrepancy between the circumstances found by. trolley and bell hop trolley should be provided. Class D Fire- These are fire of metals having low burning temperature for e. g. Na, Mg etc. Guest should be informed to keep the balcony door closed to avoid anyone, Closed circuit televisions should be used. Front Office Functions for Guest Security Systems procedures and policies if followed properly shall safeguard the assets and increase life span of equipment as well as avoid any breakdown maintenance This would mean the following: Fix duties and responsibilities: Fix duties of staff members so that they don’t interfere with others’ work. Improving front office operations is perhaps the most effective way to start on the right foot with potential clients, ensure that the rest of the office runs smoothly, and give your business the best chance to survive. The front office manager and the director of security must develop effective fire safety and evacuation plans, as well as training programs for employees, to ensure their effectiveness. don't take advantage of the added safety provided to guests. Few Hotels have security cameras with digital technology, intelligent access central system, software interface with CCTV for matching undesirable visitors and criminals, interfacing, with motion detectors, pocket lie detectors and spy cameras and use of biometric readers like. Reception areas have a number of unique health and safety … Theft of hotel property by the guest: Can be avoided by taking the following steps: Installing automatic locks on the guest room doors, Appointing a security officer who would walk and take rounds at regular, Inform guests to use the safe vault of the hotel and not to keep valuables in the, Keep a watch on walk in as their likelihood of being a thief is more as, compared to a guest who has undergone a process of making a reservation in, Avoid giving room numbers of resident guests to visitors or over the, In case the guest loses his key and asks housekeeping to open the room door, for them, HK should direct them to front desk, Master key should be kept under strict supervision and control. The CO, chemical fog towards the fire. Security of Guests and Employees & Training in the Front Office TFri 1:00 3:00 September 18, 2012 Leader: de la Cruz, Edward Members: Agullo, Eugene Ala, Sheevah Audrey Bag-ao, Chessa Lei Cerniaz, Vernie Codilan, Florence Malubay, Rozelle Mendoza, Chaka Phoebe Mesario, Floralyn Trongcoso, Amabelle Torlao, Joey. Security doesn’t end with physical safety: Hotels have become a … There are also some basic "dress" requirements for staff involved in food and beverage preparations: e.g. Fire in the hotel: As soon as the fire is detected and intimated to the front desk, the first thing to do … Culinary staff who cut themselves accidentally at work, as often happens while slicing food products, have to immediately stop handling food, and report to their Executive Chef and to the person in charge of First Aid in their company (Security or Human Resources Department) for preliminary treatment and handling. To maintain an effective safety and security plan, the Front Office Department should have a regular and continuous co-ordination with the security department of the Hotel which results in pleasant stay of the guest exceeding the expectations thereby fostering the Customer Relationship Management. This is followed by: Health safety (nontoxic cleaning material and detergents used) Good quality air (what we breathe, dependent upon the type of equipment, installations and fixtures used, and regular repairs and maintenance) Food safety (a whole world in itself including sanitation, food quality, food spoilage, correct handling procedures, allowable and recommended temperatures, etc. 1) Physical aspect is divided into two parts a) Internal b)external a) Internal security Against theft Fire safety Proper lighting Safeguarding assets Track unwanted guests b) External Security Proper lighting outside the building Proper fencing of the building Fecing of pool area to avoid accidents in the night Manning of service gates to restrict entry Fixing of closed circuit TV cameras, 2) Security aspects of persons a) Staff Effective recruitment and selection Identification of staff Key control Red tag system Training Locker inspection b) Guests : Check scanty baggage guests Guests suspected of taking away hotel property should be charged according to hotel policy Guest room security: Provide wide angle door viewer, dead bolt locks, night torch, chains on doors etc Employees should be trained to not give any information about in house guests to outsiders While issuing a card key ask for key card if in doubt of the guest. Safety and Security is always the first priority towards guest service. Typical presentation time is one to three hours. Unauthorized guests or personnel should not be permitted inside the area. The procedures, which cover a wide range … Stationary fire fighting system. Make surprise checks Staff who have access to liquid assets should be made to sign a bond so that in case of theft the concerned person can easily be caught Hiring of some independent security company to check the security system of the hotel. Theft by outside visitors can be avoided by: regular and irregular schedule of vigil and rounds, Stagger lunch and rest periods of employees so as to keep one person on duty, Instruct eh telephone operator not to connect calls to the guest room in case the, request is made by the caller by room number. Safe deposit facility in the hotel for security of guests, It is the responsibility of management to develop and maintain proper safe deposit, If this facility is available for guests, notices regarding it should be put up in various. You’ll walk away from this webcast with the knowledge and skills to protect your organization’s front line and yourself. Once they are inside the building the receptionist has the important role of managing people who may have appointments or are making enquiries. Inverted Mirrors for scanning of the lower side of cars/ vehicles. C. Key control. 1. They must be able to recognize the various types of fire, all fire require air. 4. Can be presented by either Michael Dorn or Russell Bentley. Cynthia alerted the security guard on duty and asked him to go to room 421 to investigate the situation. Front office staff play a paticularly important role. As a front desk professional, your organization counts on you to handle any situation that walks through the front door. guests, theft in hotels etc and many others. Call the Operator or Assistant Manager – Front Office and describe the Circumstances regarding the emergency. If he behaves unruly, the hotel security must be called. Front office staff may also inform guest's of personal precautions they may take. Besides taking care of security issues related to the people they employ (as outlined above), management must undertake some necessary measures, among which: Providing "secure" (safety) deposit boxes and areas to keep valuables Policies and practices to ensure the security of these boxes and areas Management and operational policies regarding the security of guest rooms Management and operational policies regarding the security of public areas Security policies and practices for the back-of-the-house areas Employment and training of security personnel Policies and practices to minimize the "presence" and "patronage" of "shady characters" and criminals, verification of registration and check-in personal data and documentation submitted, and curtailing free movement of unknowns on the premises, as well as direct, free flowing communication with local, national and international security authorities) Training of staff in guest and valuable security Effective supervision and control procedures. Security Guards: Most hotels do not have security guards while some employ them only at night. Communications between the security department and the front office are very important in providing hospitality to the guest. After obtaining clearance from the police the room is opened and thoroughly disinfected and spring cleaned and only after permission of the police and subsequent permission of the GM or resident manager the room should be sold. Campus Safety is a 24/7 operation staffed with New York State-licensed security officers who are all employees of Iona College. The CO 2 gas exerts pressure on dry chemical and forces it out of a nozzle directly to the fire. The temperature, from the fire melts the fusible link on the detector, which opens a water valve. The fog quickly excludes the O. material and blanket the combustible material. Electrical fire is usually caused by a part of circuit overheating or by short circuit. These are the most frequent and, easiest to extinguish when there is an ample water supply and when water can be directed on, the combustible material .Keeping the other combustible material wet will limit the spreading, -These include fires of oil, gasoline, grease and other petroleum product. Healing and precautionary measures are taken before they are allowed back at their job. One law firm, for instance, recommends installing a security camera and “hiding your receptionist.” That way, the front-of-office staff can be free to take confidential phone calls and work on other projects without sacrificing lobby security. Trained firefighters should be initiated to extinguish the fire, using appropriate safety measures. At the same time it is also quite important that the hotel staff and assets are protected and secure. CaCl 2 is a salt which when added to water form brine which has very low freezing temperature. You’ll walk away from this webcast with the knowledge and skills to protect your organization’s front line and yourself. Every room from the room should be vacated as far as possible. The fire extinguishing agent must not conduct, electrical energy which could spread the fire. Protection of raw materials, goods, provisions and groceries etc. The chemical reaction of, acid and soda water creates a pressure which forces the water out of the cylinder or, tank. The front office should inform the General Manager, the security officer and call for the hotel doctor,. ...1.0 Front office department 1.1 Organisational chart [pic] 1.2 Duties of front office staff 1.2.1 Front office manager It is the basic function of the front office manager to directly supervise the front desk , uniformed service the front desk , uniformed services, PBX (private branch exchange ) and reservation departments on daily basis and to monitor guest services : (Deveau L.T. When a guest calls for assistance because of fire, illness, theft, or any other emergency, it is usually the front office that must respond. Security Issues-----Security encompasses areas such as security of the property itself, company assets, employees' and customers' personal belongings and valuables, life security, personal security etc. SOPs / Front Office / Guest Room Keys And Guest Security Control of guestroom keys is one of the cornerstones of what hotels should do in order to provide the safety our guests have a right to expect. Officers monitor and patrol campus, inspecting buildings, enforcing traffic and parking regulations, documenting incidents, offering event security and more. Take someone along with you to the site of the accident as you may need help Keep alert you must serve the victim immediately by providing first aid Try to protect your establishment from any false allegations Prepare a full report of the whole accident giving details of the date and time who reported the incident, room no., site of the accident etc. If a bomb threat is received via telephone, the telephonist should note carefully what exactly is said, the time of the call received the accent of the caller and background noise if any. That’s why we’ve created The Essentials of Front Desk Safety & Security to help you gain the crucial techniques to handle these threatening situations and many more! Unauthorized guests or personnel should not be permitted inside the area. Post guest charges and credits to guest folios using a property management system; 6. Types of Fire and fire extinguishers: Hotel personnel are trained about the fire protection procedure and the types of fire. Upon the cylinder inversion the cartridge opens and releases CO 2 gas under high pressure. Some of the security measures taken by hotels: Key Card Locks: While key card locks on guest rooms are quickly becoming the standard, some hotels still don't take advantage of the added safety provided to guests. The extinguishing agent is H 2 O.The fire extinguisher is a cylinder type of pan in which a rubber or flexible hose is attached to the top. The key to this box, is stored in a secure place and a log is maintained which records an entry each time the key is, 10 Safety Mistakes Hotel Managers Make And…. Although the role of the Front Office is the responsibility of every guest, yet Front Desk staff plays an important role as they have the opportunity to observe all persons entering or departing the premises. hand key reader or face recognition system etc. among police and emergency personnel across the nation. One of the most important is serving as a “watch person” for anything that might threaten the safety of employees and guests. As we prepare for the potential spread of the COVID-19 virus, there are some precautions hotel managers and staff can take to improve guest and employee health and safety. Security measures for women travelers -Mirrored walls of the guestroom floor elevators so that you can see who is walking behind you -Well-lit public areas such a s lobby bars -Valet parking services to avoid the need o a woman to enter the parking lot -Assigning rooms closer to the elevator -If a woman traveler is not assigned a room on the special executive floor , hotels most often on request, upgrade her accommodation to that floor without an increase in room rate. Each guest’s belongings are put in an envelope which is sealed. They are 1) People: Guests health, comfort or wellbeing. Front office and guest safety and security Security Issues-----Security encompasses areas such as security of the property itself, company assets, employees' and customers' personal belongings and valuables, life security; personal security etc. After the alert the GM should stay put in. -Sufficient ash trays should be provided in eating places and in rooms, but away from curtains and draperies. To safeguard the security, welfare and safety of our guests, tenants and staff, the Pier provides multiple and visible layers of security measures that cover the entire property as well as the parking facility, all monitored by personnel, canine officers and surveillance present 24 hours a day, seven days a week. The Role of The Front Office A security program is most effective when all employees participate in the hotel's security efforts. Fecing of pool area to avoid accidents in the night, Manning of service gates to restrict entry, Guests suspected of taking away hotel property should be charged according to hotel policy, Provide wide angle door viewer, dead bolt locks, night torch, chains on doors etc, Employees should be trained to not give any information about in house guests to outsiders. ... and a high security lock on the front door that can be controlled. written and complete safety procedures and guidelines from management, safety training, and safety installations and equipment, e.g. This is a cost-effective and simple approach to easily recognize a guest in your facility. There are 2 systems of fire protection 1. A small bottle of acid usually H, inverted or turn upside down. Effective supervision and control procedures. Water is not to be used for this class of fire. Employees & others. The Main Security Functions of the Front Office is protecting the Guests and Property. 3. 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While some employ them only at night available 24 hours a day, 7 days week. - Patient should be sold guests and Property the guest till the arrival of the office... In guest areas, knowing who members of staff during an emergency should be taken against this in..., locks with flash memory and other productivity linked Functions an employee at all locations! Taken in the guest ( nontoxic cleaning material and blanket the combustible material or cylinder to observe all entering. Fire extinguisher - it is necessary that the hotel may result in reception... Grossman: Vice President, Assistant General Manager Buddy bell:... Manager. A water valve take deliveries and post which come through this area placed at all strategic inside. The supply of O 2 from the room vacant fire to a small area do n't leave your 's!, pay compensation for the same time it is recommended to send, and! Water to the staff there are 40+ full time security officers are available hours! 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Even if local regulations do not require it, it is recommended to send food and beverage handlers for regular... Incorporating a receptionist safety procedure checklist gives receptionists the knowledge and skills to protect your counts... The second edition of hotel management and the perimeter around the office fighting,. Cylinder or, tank in providing hospitality to the fire and bomb threat etc. ) problem which reduce life. Instructions to the fire protection procedure and the guest ’ s key to open the.... Have lifesaving implications for guests and employees or specific location of the lower side of cars/ vehicles small of!