Hilton Woodland Hills Tour Paper

LOSS PREVENTION & SECURITY

Chapter 8 page 189

Guest Safety and Security

Safety = Loss Prevention

Protecting hotel’s resources

Accident/Loss

Damage/Injury

Prevention & Investigation

Loss Prevention

Guest Room Safety Measures Imposed

 Most common accident slip and fall in the bathroom

 Chemical etching tub surface

 Rough edges, glass

 Sharp hardware

 Burns from hot water

 Strips in the tub, rubber mat provided

 Stable towel rack & soap dish

 Printing safety messages for guests

 Diligent Housekeeping and Engineering maintenance logs

Loss Prevention

Public Areas Measures Imposed

 Primary injury are slips and falls

 Loose carpets, separated seams

 Poor lighting

 Ice and water

 Tripping on cords, vacuum cleaners

 Elevator floors/doors

 Outside areas

 Walk public space for all possible hazards

 Engineering walk-through for repairs

 Safety team inspects monthly

 Lobby attendant rounds & everyone’s responsibility

 Mats down at entrances extras during rainy season

Loss Prevention

Banquet Areas Swimming Pools

 Lighting

 Stairs

 Falls out of or over chairs, carpeting

 Dance floor – liquid on or too much to drink

 Don’t allow to save chairs

 Constant check of dance floor/clean on breaks

 TIPS trained staff

 Slipping on wet tile

 Drowning

 Glass in pool or pool area

 Violation of safety rules

 Post pool safety rules/hotel rules and hours

 Children supervised

 Lifeguard

 Staff trained in CPR/1st Aid

Safety Committee Meets once a month w/reps from each department including hourly staff

Safety non-slip shoes company pays 75%

Safety topic of the month w/sign off

Safety mats

Rotation of monthly department inspection sheets

Safety fairs

CPR/1st Aid training

Fire Training & evacuation drills

Safety Bingo

Incentive raffle Big Screen TV

Every accident/injury must be documented

Reported to your immediate supervisor & security

A hotel standard questionnaire with a body diagram to denote exact location of injury

List of witnesses

Injured persons statement

Security conducts the investigation

Reports forwarded to the GM, HR, department head, Insurance Company

Initiate follow up i.e.. Ambulance, provide transportation to a doctor/hospital, provide 1st Aid

Accident Investigation

Director of Security’s Role:

 Responsible for implementing hotel security policies and procedures

 Reports to the General Manager

 Limits Access to Restricted Areas

 Monitors Activity/Cameras

 Guest Relations

 Contracts with outside Security

 Works with Law Enforcement

 Guest Room Security

 Lost and Found

 Key Control / Master Keys

 Baggage Storage

 Employee Locker Control

 Arrest

 Bag Checks

I. Bomb Threats

II. Floods

III. Earthquakes

IV. Tornadoes

V. Fires

VI. Hurricanes

VII. Gas Leaks

VIII. Loss of Utilities

IX. Riots

X. Elevator Evacuations

XI. Union Strike

XII. Civil Unrest

Emergency Plans