Theft, Disturbances, and Suspicious People. A guest who take towels or bathrobes An employee who...
-
Upload
clifford-garrett -
Category
Documents
-
view
215 -
download
0
Transcript of Theft, Disturbances, and Suspicious People. A guest who take towels or bathrobes An employee who...
CHAPTER 4, SECTION 3Theft, Disturbances,
and Suspicious People
Thieves
A guest who take towels or bathrobes An employee who takes home anything ,
from paper to food supplies A criminal hanging around the property
looking for an opportunity to steal
Deterring Guest and Employee Theft
Lock storage and supply rooms. Keep track of the number of guestroom
items such as towels. Bolt items such as pictures, television
sets, and radios to guestroom floors, walls, and furniture.
Deterring Employee Theft Use a labeling system that helps separate
employee belonging form those of property.
Conduct bag checks at employee entrances and exits.
Enforce a package pass policy that identifies employee belongings from those of the property.
Install devices that can tell who entered a particular room and when.
Depend on honest employees to report dishonest ones.
Reducing Theft of Guest Belongings
Be alert to suspicious people, guestroom security, access control, and key lock control.
Remind guest not to leave valuables in their rooms or cars-unless they lock them in the trunk.
Provide safe deposit boxes for guests’ valuables.
Warn guests about high-crime areas around the property and the city.
Assisting Theft Victims
Respond empathetically. Call a supervisor or a manager right
away. Ask if the guests has other valuables that
you can secure for him or her. Tell the guest what you will do according
to your property’s policies
Can you Name Two Examples of a Disturbance?
Loud noises from the room next door keep guests awake.
Someone in the restaurant offends a guest by talking loudly and using vulgar language
Suspicious Behaviors
Looking lost, nervous, or out-of-place Hanging around in one area Trying to enter employee areas Going for room to room knocking on or
trying to open doors
Approaching a Suspicious Person
Ask whether the person is a guest and ask to see a room key.
Remain calm and polite. Offer assistance or direction. Never accuse the person. Never threaten the person.
Writing a Security Report
Complete the report as soon after the experience as possible.
Tell what happened. Give the exact day and time of the
incident. Identify the people involved.
Writing a Security Report, continued
Tell where you saw the suspicious person and why the person seemed suspicious
Give only the facts. Re-read the report and make sure it tells
what really happened. Sign and date the report and give it to
your manager.
Section 4.3 Quiz1. Suppose a guest at your property has had
valuables stolen from his room. After you have reported the theft to a supervisor or manager, you should:
a. Tell the guest that the property will replace the stolen items after an investigation is complete
b. Offer to secure the guest’s other valuables in your property’s safe deposit box.
c. Apologize for the poor quality of your property’s door locks.
Section 4.3 Quiz
2. What should you do if a person is acting suspiciously at your hotel and you think the person looks dangerous?
a. Inform securityb. Ask to see a room keyc. Ask the person to leave the premises
Section 4.3 Quiz
3. Areas in a property that are open only to guests, their visitors, and on-duty employees.
a. Employee areasb. Public areasc. Guest areas
Section 4.3 Quiz
4. Areas in a property that are open only to employees on duty.
a. Employee areasb. Public areasc. Guest areas
Section 4.3
5. Areas in a property that are open to all people.
a. Employee areasb. Public areasc. Guest areas