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Chapter 14 Safety and Security Issues

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Security and Safety Issues

 The Importance of a Protected Environment

 Safety and Security Programs: Four-Step Safety and Security Management Method

 Crimes Against Hospitality Businesses  Crisis Management Programs

In This Chapter, You Will Learn:

1. To recognize the responsibility hospitality managers have to protect the safety and security of guests and employees in hospitality operations.

2. To carry out the procedures needed to limit the potential liability of safety risks and security risks.

3. To minimize the risk of crimes against your own business operation.

4. To recognize the need for and benefit of implementing an effective crisis management plan.

The Importance of a Protected Environment

 Legalese:

Safety Programs – Those procedures and activities designed to insure the physical protection and good health of guests and employees.

Analyze the Situation 14.1 Mr. and Mrs. Angelo were frequent diners at the Buffet

World restaurant, a moderately priced operation that featured an all-you-can-eat lunch and dinner buffet. Jessie Carroll was the manager of the restaurant.

On a busy Sunday, Mr. and Mrs. Angelo entered the restaurant, paid for their meal, and were directed to their table by the dining room greeter. As Mrs. Angelo sat down, the wooden dining room chair snapped under her weight. Her neck was injured as she fell on the restaurant's tile floor.

Analyze the Situation 14.1

The Angelos sued Buffet World, charging negligence in the operation of the restaurant. Their attorney argued that the normal wear and tear of chairs was a foreseeable event, and thus an inspection program should have been in place. No such program could be shown by the restaurant to have existed.

Analyze the Situation 14.1 The attorney for the restaurant countered

that Mrs. Angelo was “larger” than the average guest, and therefore Buffet World could not have foreseen that she would be seated in a chair that was not capable of holding her weight. The restaurant's attorney also noted that Buffet World had never experienced a problem like this before.

Analyze the Situation 14.1

1. Is Mrs. Angelo's actual weight a relevant issue in her case against the restaurant?

2. What evidence could the restaurant have provided to its attorney to demonstrate reasonable care in the inspection of its dining room furniture?

3. If it were independently owned, who would be responsible for designing and implementing an effective furniture inspection program for Buffet World?

The Importance of a Protected Environment

 Legalese:

Crisis – An occurrence that holds the potential to jeopardize the health of individuals and or the business.

Crisis Management  Active shooters  Human trafficking  Power outages  Vandalism  Arson / fire  Bomb threats  Robbery  Looting  Hurricanes  Tornados  Earthquakes  Floods  Snow and Ice

 Accident / injury  Drug overdose  Medical emergency  Rescue breathing /

cardiopulmonary resuscitation (CPR)

 Death / suicide  Intense media scrutiny  Adversarial governmental agency

investigation  Civil disturbance

Analyze the Situation 14.2 Wayne Dobinion was the district

manager for a franchised quick- service Mexican-style restaurant in a large city. On a Friday night at 11:30 P.M., just after the restaurant locked its front doors to the general public, three masked men entered the store through the unlocked back kitchen door. They demanded that the 19- year old assistant manager on duty at the time turn over all the restaurant's cash.

Analyze the Situation 14.2 Nervously, the assistant manager explained that all the cash had been deposited in a safe in the manager's office and that he had no ability to open it.

Angry at their inability to rob the restaurant, the gunmen shot two of the restaurant workers, including the assistant manager, as they fled the restaurant. The assistant manager died from his wounds. The robbery and shootings made that night's local television news.

Analyze the Situation 14.2 A lawsuit filed by the assistant manager's

parents charged that the restaurant lacked proper alarms and locks on the back door. In addition, they charged that the restaurant owners and the franchise company failed to provide any training to its staff regarding the proper response to an armed robbery. The lawsuit was reported in a front-page article in the local paper.

Analyze the Situation 14.2 An investigative reporter

from another television station in the city called the restaurant's manager requesting an on-air- interview regarding the training employees receive related to robberies. The manager referred the call to Mr. Dobinion.

Analyze the Situation 14.2 1. What issues will the courts and a jury likely

consider as they evaluate the legitimacy of the parent's lawsuit?

2. What legal position might the franchisor take if it had provided training materials to the local franchisee, but never utilized those materials?

3. What is the likely outcome if Mr. Dobinion refuses to meet with the investigative reporter? What if Mr. Dobinion has not been trained to do so?

Advantages of Preplanning

1. Improved employee morale 2. Improved management image 3. Improved employee recruiting effectiveness 4. Reduced insurance rates 5. Reduced employee costs 6. Improved operating ratios

Advantages of Preplanning

7. Reduced penalty costs for violations 8. Support in the event of an accident 9. Increased guest satisfaction 10. Marketing advantages 11. Reduced likelihood of negative press

Four-Step Safety and Security Management Method

1. Recognition of threat 2. Program development (response to

threat) 3. Program implementation 4. Monitoring of program results

Recognition of Threat Areas of Safety and Security Concern

Guests  Parking lots  Guest rooms  Public areas  Dining rooms  Bars and lounges

Employees  Work site safety  Workplace violence  Worker accidents  Employee locker rooms

Recognition of Threat Areas of Safety and Security Concern

Property  Coatrooms  Guestrooms  In-room safes  Parking lots  Safety deposit boxes

Facility Assets  Cash and cash equivalents  Operating supplies  Food inventories  Beverage/mini-bar inventories  Vending income/equipment  Telephone access

Recognition of Threat Areas of Safety and Security Concern

All People and Property – Crisis Situations  Medical emergency  Criminal activity  Natural disaster  Utility outages

Program Development

1. Training for threat prevention 2. Increased surveillance and/or patrol 3. Systematic inspections 4. Modification of facilities 5. Establishing standard procedures

Significant Elements of a Hotel Security Program

 Key controls  Effective guestroom lock system  Proper and adequate training of security staff  Guestroom doors with one-way viewers and

chain/latch bars  Adequate lighting and ongoing maintenance  Perimeter controls

Significant Elements of a Hotel Security Program

 Employee background checks  Employee education  Guest safety education  Written security policies and procedures  Established responses to incidents and

corrective action  Liaison with local authorities

Analyze the Situation 14.3 The Commodore Hotel was owned by the

First Community Insurance Company and managed by Fieldstone Hospitality Management. After two separate guest assaults occurred on the hotel property, Fieldstone Management approached First Community Insurance with the idea of either installing a closed circuit video camera (CCVC) system in all hallways, or increasing the lighting levels of the hotel's corridors.

Analyze the Situation 14.3

First Community Insurance authorized Fieldstone Management to purchase a video surveillance system consisting of six cameras and a central location to view them. The events shown by the cameras were not being recorded.

Late on the evening of February 6, Mrs. Cynthia Larson checked into the Commodore and was assigned a room at the end of one of the hotel's corridors. As she attempted to insert her electronic key card into the door lock, she was assaulted.

Analyze the Situation 14.3

Mrs. Larson sued both Fieldstone Management and First Community Insurance, claiming that both companies' failure to monitor their cameras was a direct cause of her assault. In addition, she claimed that the cameras' use was deceptive, in that it gave her a false sense of security. As she stated, “The cameras showed me the hotel cared about my security, and I wanted to stay in a safe location.”

Analyze the Situation 14.3 According to timesheets

provided under subpoena by the hotel, an employee was assigned to view the cameras in the central location for an average of two hours per night between the hours of 8:00 P.M. and 6:00 A.M. The assault occurred at a time when no employee was monitoring the cameras.

Analyze the Situation 14.3 The attorney for First Community

Insurance stated that the company was merely the owner of the hotel, and not responsible for day-to-day management, thus it should not be held responsible for Mrs. Larson's injuries. Fieldstone Management maintained that it too should not be held responsible just because the cameras installed were not monitored at all times.

Analyze the Situation 14.3 The presence of the cameras themselves and electronic locks on their guestroom doors demonstrated that the company used reasonable care in the protection of its guests.

Analyze the Situation 14.3 1. Will First Community Insurance be held

partially responsible for the actions of Fieldstone Management?

2. Did Fieldstone Management use reasonable care in the installation and operation of the camera system? Would it matter if the cameras were recording?

3. What could the hotel owners do in the future to help avoid a similar situation with a guest?

Safety and Security Programs

 Legalese:

Interdiction Programs – An arrangement whereby citizens contact police to report suspected criminal activity before a crime is committed.

Program Implementation

 Safety and Security Departments  Safety and Security Guards  Safety Committees  Law Enforcement Relationships

1. Regularly scheduled meetings 2. Neighborhood business watch programs 3. Property safety and security reviews 4. Interdiction programs 5. Training programs

Establishing an Effective Guestroom Lock Policy

1. Install an electronic locking system 2. Train ALL new employees on the procedures

used to insure key security 3. Never announce guestroom numbers out loud 4. Do not allow the room number to be marked

directly on the key 5. Do not identify the hotel with the key

Establishing an Effective Guestroom Lock Policy

6. Do not reissue keys to guests without checking their IDs

7. Do not issue duplicate keys to anyone except the registered guest

8. Minimize the number of master keys 9. Keep a log of all existing masters and

submasters keys 10. Train all managers on duty (MODs) on

the procedures to conduct a lock audit. Record the results of any audits performed

Monitoring Program Results  Number of inspections performed  Inspection or quality scores  Number of incidents reported  Dollar amount of losses sustained  Number of insurance claims filed  Number of lawsuits filed  Number of serious or minor accidents  Number of lost workdays by employees  Insurance premium increases  Number of drills or training exercises correctly

performed

Analyze the Situation 14.4 Peggi Shulkey managed a commissary

for a large cafeteria company. Her facility prepared food products for 75 company restaurants. While her operation did not have a tremendous number of work- related accidents, Ms. Shulkey believed the number of those that did occur could be reduced.

Analyze the Situation 14.4 To that end, she formed a

safety committee made up of employees and management, and charged them with the task of developing a model program to reduce employee injuries. The committee proposed the six-step plan presented below along with their rationale for each step.

Analyze the Situation 14.4

1. Proper selection of employees. Since an employee with a drug problem is dangerous, applicants should be required to take a drug test before being hired. The applicant must also execute a continuous authorization for drug testing, which permits the employer to administer a drug test in the event of an accident.

Analyze the Situation 14.4

2. Designation of a Safety/Injury Coordinator. The safety/injury coordinator will review past accident records and implement programs to reduce situations that may result in accidents. The safety coordinator will maintain a logbook of incidents so each department supervisor can review for incident trends.

Analyze the Situation 14.4

3. Implementation of mandatory safety training. Each employee will be trained in safety related to his or her job.

4. Increased awareness of safety. By implementing programs, games, and posters, employees will be reminded to think intelligently and safely.

Analyze the Situation 14.4 5. Implementation of incentive programs

for safety. To further encourage safety, rewards and incentives will be given to employees who practice safe behavior.

6. Measurement of results. To be determined by the general manager.

Analyze the Situation 14.4

1. What specific measurements might Ms. Shulkey use to gauge the effectiveness of the group's plan?

2. How effective is training likely to be in reducing employee injuries?

3. Analyze the committee's plan for thoroughness. Are there potential liabilities that still need to be addressed?

Analyze the Situation 14.5

Karin Pelley was employed as a district manager by Ron's Roast Beef, a regional chain of 150 quick-service restaurants serving sandwiches, soups, and soft drinks. Most of the stores were located in shopping mall food courts or strip malls. Ms. Pelley worked out of her home office, traveling to visit her 12 assigned stores on a regular basis.

Analyze the Situation 14.5 Ms. Pelley communicated with the corporate

office via telephone, and e-mailing through a wireless system in her home using a modem, all of which were installed in her home by Advance Technology, a telecommunications company selected by Ron's Roast Beef to supply telecommunications equipment and services to its employees. As part of its contract with Ron's Roast Beef, Advance Technology serviced the machines used by Ms. Pelley in her daily work.

Analyze the Situation 14.5 When Ms. Pelley's modem stopped working

one day, she contacted her home office, which then called Advance Technology to request that a Service Technician be dispatched to Ms. Pelley's home. The technician arrived, but in the course of his visit assaulted Ms. Pelley. The technician was later apprehended by the police and convicted of felony assault, his third such conviction in three years.

Analyze the Situation 14.5 Ms. Pelley sued Advance Technology

claiming negligent hiring. In addition, her attorney submitted a demand letter to Ron's Roast Beef, requesting a $400,000 settlement from the company for negligence in contracting its telecommunications services from Advance Technology. The attorney for Ron's Roast Beef refused to pay the claim stating that:

Analyze the Situation 14.5

 Ron's had no control over the hiring practices of Advance Technology.

 Ms. Pelley was prohibited by law from pursuing any injury claim against her employer other than workers' compensation, because the assault occurred in Ms. Pelley's “office.”

Analyze the Situation 14.5 1. What responsibility did Ron's Roast Beef have

for providing a safe home working environment for Ms. Pelley?

2. Will Ron's Roast Beef be held liable for the damages suffered by Ms. Pelley? Will Advance Technology be held liable?

3. What should Ron's do in the future to avoid potential liability in situations such as this?

Crimes Against Hospitality Businesses

 Consumer Theft of Services  Fraudulent Payment

 Credit cards  Cash  Personal checks

 Internal Theft of Assets  Embezzlement  Theft of company property

Crimes Against Hospitality Businesses

 Legalese: Bond(ing) – An insurance agreement in

which the insurer guarantees payment to an employer in the event of financial loss caused by the actions of a specific employee.

Human Trafficking Sex Trafficking:  Pays for room in cash or with pre-paid

card  Extended stay with few possessions  Requests room overlooking parking lot  Presence of excessive drugs, alcohol, sex

paraphernalia  Excessive foot traffic in/out of hotel room  Frequently requests new linens, towels,

and restocking of fridge  Exhibits fearful, anxious, or submissive

behavior  Dresses inappropriately given the climate

Human Trafficking Sex and Labor Trafficking:

 No control of money, cell phone, or ID  Restricted or controlled communications  No knowledge of current or past whereabouts  Signs of poor hygiene, malnourishment, or fatigue  No freedom of movement, constantly monitored

“As an industry, we recognize that hotels can play an important role in fighting human trafficking networks which often rely on legitimate businesses, including hotels, to sustain their illegal operations and infrastructure.” – Katherine Lugar, AH&LA president & CEO

Human Trafficking

Labor Trafficking:

 Prevented from taking adequate breaks  Doing different work than was contracted  Living and working on-site  Forced to meet daily quotas  Forced to turn over wages  Exorbitant fees deducted from paychecks  Not paid directly

Search the Web 14.1  Go online to www.gozoe.org  Click on LEARN  Click on What is Human Trafficking?  Describe what human trafficking is in today’s world.  How big is this problem in the world? In the U.S.?  What are the U.S. government’s efforts to end human

trafficking?  What government agency oversees the efforts?  What can hotels do to help limit human trafficking in

hotels?

http://www.gozoe.org/

Crisis Management Programs

 Legalese: Emergency Plan – A procedure or series

of procedures implemented in response to a crisis.

Crisis Management Programs

 Legalese:

Post-Traumatic Stress Disorder – A severe reaction to an event that threatened an individual’s physical or emotional health.

Crisis Management Programs

 Legalese:

Off the record – An oral agreement between a reporter and an interviewee wherein the reporter promises not to quote the interviewee’s comments for publication.

Crisis Management Programs

 Legalese:

Press Release – An announcement made by an organization or individual distributed for use by the media.

Crisis Management Programs

 Precrisis Planning  Emergency Plan Development  Emergency Plan Practice  Crisis Response

 Management Response  Staff Response  Guest Response

 Media Relations  Postcrisis Assessment

Media Relations

 Legalese:

Press Release – An announcement made by an organization or individual distributed for use by the media.