The act of delivering hospitality is thought to occur naturally. However, throughout this
text, delivering hospitality has been discussed as a planned concept, complete with
research on guests ̳ needs, policy and program development, establishment and
delivery of training programs, and follow-up information systems. Hospitality also
includes providing a safe environment for guests, which requires a well-organized
department to oversee and implement safety programs. The security department of a
hotel is vital to delivering hospitality to guests. This department is responsible for
establishing the details of the following systems-
Fire Safety
Room Key Securtiy
Accidents
Bomb Threats
Robbery
Fire Safety
Fire is among the potential hazards associated with the hotel. Hotel must be equipped to safeguard guest and its property from the fire. All the employees must be aware of any specific procedure laid down for the establishment and be ready to comply with them at all the time.
The three basic elements if present at a place will result in outbreak of fire. They are:
Fuel (a combustible substance)
Oxygen (necessary as fire is an oxidation reaction)
Heat (ignition temperature)
If any one of them is absent the fire cannot outbreak. Therefore, fire can be extinguished by following three principles:
Starving: Starving is the removal of the fuel from the vicinity of fire so that there is nothing to burn. Suppose fire outbreaks in the area where wood is stored, it can be extinguished by removing all the wood from that area. This will lead to elimination of one major element necessary for fire.
Smothering: Fire can be extinguished by cutting off supply of air (oxygen) which is necessary for existence of fire. Removal of air is known as smothering.
Cooling: Heat (ignition temperature) is another essential for the existence of fire. Cooling can be achieved by putting water.
Classification of Fire:
Fire control equipment:
Fire Extinguisher: |
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Hydrant and Fire Hose Reel: |
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Smoke Detector and Heat Detector: |
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Fire Alarm: | System that detects and notifies occupants of a fire, often including alarms, strobe lights, and sometimes voice instructions. |
Water Sprinkler: |
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Fire Blanket: |
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Types of Fire Extinguishers
Water-Based Fire Extinguishers |
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Foam-Based Fire Extinguishers |
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Powder-Based Fire Extinguishers (ABC/BC/D Type) |
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Carbon Dioxide (CO2) Fire Extinguishers |
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Clean Agents Fire Extinguishers |
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Water Mist Fire Extinguishers |
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STEPS TO MAKE HOTEL FIRE SAFE
To install appropriate firefighting system in hotel.
To provide fire extinguishers in kitchens.
To provide sprinkler systems in required areas.
To provide smoke detectors and fire signals.
To have flame proof motors in pumps and other such motor operated equipment located in the basement adjacent to control room.
To provide very good electric system.
Regular maintenance of water boilers, geysers, AC plants etc.
Staff should be trained to handle fire hazards.
Ensure that the valves of the gas bank are shut off after the kitchen closes.
Regular scheduled maintenance of all firefighting equipment.
Procedure in the Event of Fire:
Most of the hotels follow the following procedure in an event of fire:
First save yourself and then save others.
The person concerned must be informed immediately on detection of fire.
Do not panic
Warn other people on the vicinity and sound the fire alarm
Do not jeopardize your own safety or that of others
Follow the procedure laid down by your establishment
Fire brigade must be informed immediately
Dot not try to extinguish fire if you are not trained for the same otherwise your faulty procedure may lead to spread of fire.
If you are trained for firefighting, use appropriate fire extinguisher to extinguish fire, if the fire is small.
Close doors and windows; turn off supply of electricity and gas.
Do not wait for the fire to get out of control before calling fire brigade.
LEGAL REQUIREMENTS
Every hotel has to obtain fire safety certificate from local fire services authorities.
The restaurants and hotels with seating capacity of 50 or more persons are required to ensure fire safety measures in place irrespective of the height of the building.
The restaurants are required to have a minimum fire safety device as specified by the local fire services department as follows:
An underground water tank of 50,000 litres capacity.
A terrace water tank of 5000 litres capacity for hose reel and 10,000 litres capacity if sprinklers are not provided.
If the covered area is more than 1500 sq. m or seating capacity is more than 1000 persons there should be a sprinkler system.
The fire water pump and fire water line have to be painted red.
The telephone numbers of the nearby Fire Stations are to be displayed in the reception area.
Room Key Security
The access to the room is controlled by placing lock at the door. Hotel has a strict control over the room keys. People who possess the key can access the room. Hotel may have hard key system or electronic key system. If hotel is using hard key system following security measures can be followed:
Ask the guest to deposit room keys at reception while moving out of the hotel premises.
Discourage guest to carry room key along with them while going out of the hotel premises. This is mostly done by putting heavy and large key tags which is inconvenient to carry.
In an event of loss of keys, the lock should be replaced immediately.
The electronic key system is an investment in guest safety and security. As each new guest registers, a fresh plastic, metallic or hard-pressed paper key is produced. The room door lock combination can be changed as and when required by option available through master computer, hence if a guest carries away the electronic key with them will not pose any security threat.
Types of Room Keys: Hotel, for security reason may use three types of room keys:
Emergency / Grand Master Key
Master Key
Guestroom Key
Floor Master key
Emergency Key / Grand Master Key: An emergency/grand master key opens all guest room door lock even if they are double locked (Double lock is an internal safety locking device, if locked from inside the room, it cannot be opened from outside by its own keys and master key). Emergency key should be highly protected and should only be used in an event of emergency. A strict key control is maintained for the same. It should not be taken out of the premises. Generally emergency key is under control of the head of the property.
Master Key: A master key opens all guest room lock which is not double locked. This key may be such that it can unlock all guest room lock or may open only specific floor’s guest room locks. The master key is under control of executive housekeeper of the hotel. There may be several floor master keys used by room attendant for cleaning guest room. These keys are strictly controlled and issued only to the staff on duty. They have to sign before taking the key and at the time of submitting.
Guestroom Key: These are individual room keys for each room. A guestroom key opens the lock of the individual guestrooms. These keys are under control of front desk. These are issued to guest who has registered and collected back when they depart from the hotel.
Floor Master Key: Given to Guest Room Attendants (GRAs) and floor supervisors, the Floor Master Key can open all rooms on a specific floor. However, it cannot open rooms that are double-locked. This key is crucial for housekeeping operations and is usually kept with the floor supervisor.
Accidents
According to oxford dictionary, an unpleasant event that happens unexpectedly and causes damage, injury or death ‘. The accident may occur due to one of the following reasons:
Excessive haste
Carelessness
Anxiety
Lack of interest
Lack of concentration
Failure to apply safety rules
Excessive haste: Excessive haste is one of the prime causes of accident because person in haste may overlook the safety rules or obstacles in the way. Therefore, the golden rule should be never run to avoid an accident.
Carelessness: Carelessness is another root cause of accidents. A careless handling of the equipment may eventually lead to accidents.
Anxiety: Anxiety is a feeling of worry or fear. An anxious person will not be able to concentrate on the task that is
carried out by them and will lead to accidents.
Lack of interest: Lack of interest in the work leads to carelessness in the person and ultimately the person will not be able to follow the correct procedure for carrying out the task and accidents may occur.
Lack of concentration: there may be several reasons why an employee may not be able to concentrate on their work. The possible reason for lack in concentration are personal worries, lack of interest, distractions etc. When someone is not able to concentrate on their work may eventually meet with accidents.
Failure to apply safety rules:
Safety rules, if followed will prevent the occurrence of accidents. Operating procedures of any equipment that are mentioned in the manuals of equipment should be followed to eliminate the chances of accidents. A failure in applying safety rule will cause accident.
Accident Report: The organizations take all possible precautions to avoid accident but in spite of all care the accidents may occur. An accident occurring on the premises where the employee works must be reported to the employer and a record of the accident must be entered in the accident book as shown in figure below:
Proper reporting of accidents may help the management in following ways:
Identification and spotting the accident prone area so that appropriate signals may be place to avoid any future accidents.
Assessment of loss due to accident
Requirement of ambulance
First aid to be given
Bomb Threats
Hotels catering to VIPs must treat bomb threats and other terrorist risks with utmost seriousness. These hotels usually maintain close coordination with local police forces, who guide them on security measures and take control whenever high-risk guests are staying. While the most extreme threat could be an assassination attempt, such events are highly unlikely. In such cases, no one expects front office staff to intervene — the best response is to take cover and ensure personal safety.
Police will require full cooperation in other areas as well. Due to their open nature, hotels are inherently vulnerable to terrorist infiltration, making it essential for all staff to be vigilant.
Steps to Follow During a Terrorist Threat:
Stay Calm and Document: Do not interrupt the caller. Write down their words exactly as spoken.
Record Details: Once the call ends, immediately note all details you remember about the caller’s voice, behavior, and tone. It's important to do this right away when the information is freshest. Avoid embellishing the facts.
Prepared Forms: It’s helpful to have a standard form ready (like the one shown in Figure) for quick documentation during such events.
Letter Bombs:
Another significant threat comes from letter bombs. While police typically advise on handling suspicious mail, it's impossible to predict where or when a terrorist may act. Staff handling mail should receive training on identifying and managing suspect packages. Generally, unopened packages are relatively safe, but damaged ones may present a higher risk. Furthermore, there’s a slight chance that a detonator could be triggered by radio transmissions. Suspicious packages should be kept away from any radio or paging equipment in use at the hotel.
Additional Considerations:
Emergency Protocols: Hotels should have well-defined emergency protocols in place that all staff are trained to follow during terrorist threats. These protocols should include evacuation plans, communication procedures, and safe areas for guests and staff.
Staff Training: It's essential that all staff members — not just those handling mail or phone calls — receive basic training on how to identify suspicious activity and respond appropriately. Continuous drills and refreshers ensure everyone is prepared.
Guest Communication: A plan should be in place for discreetly communicating with guests during threats. This ensures their safety and keeps them informed without causing unnecessary panic.
Modern Security Measures: Implementing security practices like surveillance systems, baggage screening, and collaborating with private security agencies can greatly enhance a hotel's ability to prevent and respond to threats.
Post-Threat Support: After an incident, hotels should offer support to staff and guests, such as debriefing sessions or counseling, to help them cope with the emotional impact.
Robbery
Robbery is a possibility in hotels as there may be a large sum at the front desk cash and bills sections, and also at the point of sales. In the event of an armed robbery, hotel employees should normally follow the procedures mentioned below:
Comply with the robber's demands.
Do not make sudden movements that could provoke the robbers to use weapons or firearms.
Remain quiet unless directed to talk by the robbers.
Do not attempt to disarm the robber, as this may jeopardize the life of the person doing the act and others in the vicinity.
The cashier may switch on the secret alarm (if installed in the cash drawer) while following the robbers' directions without being suspicious enough to be noticed by them.
Observe the robber carefully, noting physical characteristics like height, build, eye color, hair color, mannerisms, complexion, clothing, scar marks, or anything that could help identify the robbers.
Employees may also note the direction of escape, the type, and the registration number of the vehicle used by the robbers.
Employees should refrain from touching any objects that might have been touched by the robbers and restrict movement in the area to preserve possible evidence until the police arrive.
The hotel may have a format to record the details of the robber, gathered from those who witnessed the event. (Like the format given below:)
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