hotel management

Chapter 32 Safety and Health Management (1)
The first (section) security overview

[-]. The concept of hotel security
The hotel is not only a place to provide various services for hotel guests and the public, but also a place for hotel managers to organize and carry out various business activities.All hotel operations must be based on safety.This is because only in a safe environment can various service activities be carried out and their quality ensured; and only in a safe environment can hotel management activities achieve ideal social and economic benefits.

The objects protected by hotel security refer to all persons and property within the control of the hotel. "All personnel" not only refers to the guests who are legally registered in the hotel and guests who are legally participating in various activities in the hotel, but also includes the legal employees of the hotel and other people who are legally in the hotel. "All property" refers not only to property of hotel guests and other guests, but also property of employees and property of the hotel.

Hotel security has three meanings:
(1) The personal and financial affairs of hotel guests and hotel employees, as well as the property and properties of the hotel, shall not be divided within the scope of the hotel's control.

(2) The service and business order, work and production order, and public place order in the hotel are kept in a good and safe state.

(3) There are no potential factors in the hotel that will cause damage to the personal and property of hotel guests and employees, as well as hotel property.

However, it must be seen that the hotel has the following fatal weaknesses in terms of security.

(1) The hotel is a public place, and it is a business enterprise that provides services.On the one hand, it must show a warm welcome to the public, and must not offend any honest guest; It is not easy to handle the relationship between the two.

(2) The hotel is a place where a large amount of property, materials and funds are stored, and it is easy to become the target of theft by foreign bad elements and lawless hotel employees.There are many opportunities for hotel staff to have direct access to the belongings of guests as well as hotel property, and even more alluring to the belongings of overseas guests, as many hotel property and items have value for home use or resale.In particular, we should be vigilant against the theft and deceitful acts of the unscrupulous hotel employees colluding with unscrupulous elements in the society or supply unit personnel, causing losses to the guests’ belongings or the hotel’s funds and properties.

(3) In the building of the hotel, people are densely populated, and the activities of guests such as living, socializing, and consumption, as well as the production, service, and office activities of hotel employees, are frequent. There are deadly emergencies like fire etc.

Therefore, hotel managers must carry out and implement security work very seriously and carry out scientific management of security work, and regard hotel security management as a natural and organic part of the entire hotel management.The so-called hotel safety management can be defined as a series of planning, organization, command, coordination, control and other management activities to protect the personal and property safety of hotel guests and employees as well as hotel property safety.It includes the following five points.

1. Planning functions
Based on a comprehensive study of various factors in the hotel that may cause damage to guests, employees and the hotel, combined with the characteristics and reality of hotel service work and business activities, formulate a hotel safety work plan.

2. Organizational functions
Organize and establish a full-time security department and hotel security work network in the hotel, and establish and improve various rules and regulations related to security work.

3. Command functions
In the implementation process of the hotel safety plan, guide the safety work of various departments, positions and related hotels, clarify goals, issue instructions, and assign tasks.

4. Coordinating functions
Coordinate the safety work of various departments in the hotel, get in touch with the local public security, fire department and other law enforcement agencies, maintain a good working relationship with them, obtain their guidance and assistance on hotel safety work, systematically integrate the safety work inside and outside the hotel and Combine forces to better achieve the overall goal of hotel security work.

5. Control functions
According to the requirements of the hotel safety plan, establish the overall goal of the hotel's various safety work.

According to the requirements of the hotel safety plan, check the various safety work of the hotel, and evaluate the safety work of each department and position.Pay attention to feedback information, find deviations, and correct them in time.

Second, the characteristics of hotel security
1. Policy

The complexity of hotel security work determines that hotel security work has a strong policy nature.In the hotel security business, some belong to the scope of public security, some belong to the criminal scope, some are public, some are secret, and some are foreign-related.Different laws, regulations and policies apply to different business areas.In the absence of unified laws and regulations on hotel safety in our country, and the problems involved in some areas of hotel safety are not regulated in law, the policy is the basis for dealing with the problem.Therefore, in hotel safety management, hotel managers at all levels should not only have rich legal knowledge, but also have a strong policy concept and a high policy level.

2. Preventive

Hotel safety management should be based on prevention.Based on this policy, the hotel should establish a functional organization for security and security, equip full-time security personnel, establish a work network covering the security of the entire hotel, improve various hotel security systems, and various security-related facilities and equipment. The focus of the series of work is to prevent and stop various unsafe factors, public security incidents and criminal cases that may arise, rather than to deal with or make up for them afterwards.

3. Full staff

The safety of the hotel cannot be guaranteed by a small number of high-level managers or full-time personnel in the security department. The safety work of each department of the hotel involves every job post and every employee.Therefore, hotel safety management has obvious all-staff nature. It is necessary to let each employee establish the concept that their own work is related to the overall safety of the hotel through regular publicity, education and training activities, so that all employees can actively participate and cooperate hard. The safety work of each department and job position is included in the responsibilities of the department and post, so that each employee regards safety work as their own job.

4. Service

The hotel takes service as its purpose, so ensuring the personal and property safety of guests is an indispensable part of the hotel's entire customer service, and it is also an indispensable part of ensuring the quality of hotel service.The idea of ​​service must be run through in the process of carrying out security work.Security personnel must also pay attention to appearance, civility, respect for guests, and grasp the principle of tight inside and loose outside, so as to convince people with reasoning instead of rudeness.In short, in all aspects (links) of hotel safety management, such as the formulation of safety standards and work procedures, as well as regulations and systems related to safety work, etc., the service-oriented purpose should be reflected.

[-]. Contents of hotel security
According to the laws and regulations of the state and public security departments on social security management, combined with the characteristics of hotel management, social security prevention responsibility regulations, fire regulations, and regulations and methods of tourism administrative departments on tourism safety management and hotel industry security management, hotel security Work should pay attention to the following points.

1. Hotel Guard
Hotel security refers to the special work that the hotel organizes special forces to guard, patrol and monitor hotel entrances, important places, and important targets to maintain public order and prevent crimes and public security disasters.

The interior of the hotel is the main area for guards, and if necessary, it can be extended to the pedestrian passages around the hotel.The main targets of the guards usually include hotel entrances, lobbies, guest rooms, floors, luggage rooms, vaults, garages, shopping malls, entertainment venues, etc.The content of guard work is to grasp the situation of personnel and vehicles entering and exiting, control illegal items, discover hidden dangers of accidents, and stop illegal and criminal acts.

The hotel security work is divided into three aspects: fixed-point security, patrol inspection and monitoring and control.Fixed-point security refers to security work with fixed positions, such as door guards, parking lots and driveway management, etc.; patrol inspection refers to security personnel patrolling in designated areas, such as lobbies, guest room floors, public places, etc., in order to detect unsafe factors in time and timely Deal with various illegal and criminal acts; monitoring and control refers to the installation of monitors in important places and targets of the hotel, and full-time personnel to monitor in the security monitoring room. Patrol personnel contact, cooperate and take action.The places where the monitor is installed are generally the lobby, elevator entrance, guest room corridor, guest valuables storage, cash storage, etc.

2. Hotel order management
Hotel security and order management means that under the guidance of the public security organs, the hotel's full-time security personnel cooperate with relevant departments in the hotel to manage the public order in the hotel to protect the personal and property safety of guests, employees and the hotel.

Hotels should establish accommodation and visitor registration and management systems to maintain security and order in guest rooms and guest room floors.Guest accommodation needs to go through accommodation registration, and the guest must fill in the registration form. The staff at the main station should carefully check the relevant documents, and report any suspicious situations to the security department; Service personnel should pay attention to the movement.Night visitors shall not stay longer than the stipulated time limit.Visitors staying overnight should go to the main desk to go through the registration procedures and check the certificates according to the regulations.

Maintaining the law and order of restaurants, bars, and entertainment venues, and dealing with various law and order issues is another main content of hotel law and order management.The security personnel shall cooperate with the relevant departments to promptly discover various factors and behaviors that hinder public security and order in the business process and correct them.Prevent the occurrence of vicious incidents such as theft, fighting, drinking and rioting, so as to ensure the normal operation order.Those who violate the law are transferred to the public security organs for processing.

Hotel security order also includes the management of dangerous goods, flammable and explosive chemicals in the hotel, the order of vehicle traffic and parking in the hotel, and the collection and processing of dynamic information on security in the hotel.

3. Investigation and handling of illegal cases and accidents in the hotel
Full-time security personnel investigate, collect evidence, put forward handling opinions on illegal and criminal cases and accidents that occurred inside the hotel, and submit them to the public security organs for approval.

All kinds of illegal and criminal cases investigated and dealt with by the hotel include general criminal cases, public security cases, sabotage accidents, and accidents with serious consequences that caused certain property losses and personal casualties.The hotel security department should also assist the public security organs in detecting other types of criminal cases and public security cases.

4. Hotel fire management
Under the guidance and supervision of the fire management agency, the hotel should conscientiously implement the working principle of "prevention first", and do a good job in the hotel's fire situation, fire alarm, fire prevention and daily fire safety management.

The content of hotel fire management includes: implement the national fire protection laws and regulations, improve the internal fire management system of the hotel; improve the fire protection organization, specify the special management personnel, implement the post responsibility system for fire prevention, and regularly carry out publicity, education and training of fire prevention knowledge; Conscientiously configure fire-fighting facilities, equipment, and equipment, and insist on regular inspections to ensure that they are always in a practical, complete and effective state for battle; strive for a complete treatment plan, and have clear procedures for all aspects of alarm, fire extinguishing, evacuation, and aftermath. Keep the personnel in various departments and positions calm in the face of danger, abide by the unified command, make corresponding responses according to the established procedures, and perform their duties to minimize the loss of personnel and property.

The second (section) safety plan

[-]. Guest safety plan

Hotels have a special responsibility for the safety of their guests, that is, within reasonable limits, to protect their persons from harm and to protect the safety of their property.

How well a hotel controls to protect its guests depends in part on the design of the hotel, its layout, where it is located, how it is run, the type of guests, and many other factors.However, there are certain forms of crime that commonly harm guests and some that are particularly motivating for criminal activity that require special attention when developing a guest safety plan.

The following points are safety measures to ensure the safety of guests and property.

([-]) Entry control

The door of a commercial hotel is open to the society, and guests are welcome to come to stay, dine, receive guests, hold meetings, visit exhibitions, etc.The daily flow of people in and out is frequent, and it is inevitable that there will be criminals or criminals mixed in.Gate entrances should include the following security measures.

(1) The hotel should not have multiple entrances, and the entrances should be set at controlled gates.This type of control refers to control by security guards or CCTV monitoring equipment.At night, only one entrance should be used.

(2) The doorman at the hotel gate is not only a welcome greeter, but also a security officer.Door guards should be trained in security so that they can observe and identify suspicious elements and suspicious activities with their eyes; in addition, there are always full-time security personnel from the security department patrolling the hotel gate and lobby.They work closely with the guards to monitor the flow of people entering and leaving and various activities in the hall.If suspicious persons or activities appear, they should contact the security department through modern communication equipment in time, so as to take further surveillance actions and stop possible crimes or other bad behaviors.

(3) If possible, install a closed-circuit television monitor (camera) at the entrance of the gate to monitor the entrance without barriers, and the full-time personnel will monitor it 24 hours a day in the security monitoring room.Surveillance personnel, guards and security personnel patrolling at the entrance weave an invisible and effective surveillance network to ensure the safety of the gate entrance.

([-]) Elevator control

In most hotels, especially in high-rise buildings, elevators are the main access to guest rooms.In order to ensure the safety of the guest room floor, a service post can be set at the elevator entrance of the lobby.The waiters greet and escort the guests who go up and down, and assist the guests to use the elevator to go up and down reasonably and safely, so that the flow of people can be evacuated as soon as possible.The waiters in this position should also receive safety training, learn to detect and identify suspicious persons entering the guest room floor, or contact the security personnel patrolling the guest room floor to monitor suspicious persons entering the guest room floor.Hotels with closed-circuit television monitoring network should install a camera at the elevator entrance of the lobby (preferably also at the elevator entrance of the guest room floor), and the full-time personnel in the security monitoring room will monitor the people who go up and down the elevator. Patrol officers to liaise, conduct further surveillance or take action to stop bad or criminal behaviour.

([-]) Safety of guest room aisles

It should be a daily and routine activity of the security department to send security personnel to patrol the guest room aisles.During inspections, pay special attention to strangers wandering on the corridor and hotel staff who should not enter the guest room floor or guest room; also pay attention to whether the door of the guest room department is closed and locked. Go to the nearest place and call the room.If the guest is in the room, remind him to close the door; if the guest is not in the room, go directly into the guest room to check whether there is any abnormal phenomenon. Notice to remind guests to lock the door when leaving the room.

However, it is far from enough to rely solely on security personnel to patrol to ensure the safety of guest room aisles.Due to the small number of security personnel patrolling and the large area of ​​the guest room floor, there are great limitations.

The hotel security plan should clearly require that all hotel staff who work in the guest room area, such as room attendants, room supervisors and managers, and personnel in the room dining department, should play a role in it, and report suspicious persons and inappropriate people noticed to the security department in a timely manner. normal circumstances.Of course, hotels with closed-circuit television surveillance systems are equipped with cameras on each floor, which can also assist in the monitoring and control of guest room aisles.

The hotel should also pay attention to the normal lighting of the aisle on the guest room floor and the flat carpet laying to ensure the safety of guests and employees walking.

([-]) Room security

The guest room is the main place where the guests live temporarily and the storage place for the guest's belongings, so the safety of the guest room is particularly important, and it is the main content of the hotel's security plan.The hotel should ensure the safety of the guests' personal and belongings when they are in the guest room from the two aspects of the equipment of the guest room and the design of the work procedures of the relevant departments.

In order to prevent external intrusion, the safety device of the guest room door is very important, including a double-lock lock device, a safety chain and a wide-angle peeping eye (the unobstructed viewing angle is not less than 160°).With the exception of the main entrance, all other entrances to guest rooms can be barred or locked.These entrances include: balcony doors, doors communicating with adjacent rooms, etc.

To ensure the safety of electrical equipment in the room.There should be measures to prevent guests from slipping on the floor of the bathroom and in the bathtub.The tea sets in the guest rooms and the mouthwash cups, water cups, and buckets provided in the bathroom should be disinfected in a timely and effective manner.If the tap water in the bathroom does not meet the standard for direct drinking, the "non-drinking water" mark should be marked on the faucet.In normal times, the firmness of furniture, especially beds and chairs, should be checked regularly to protect guests from harm.

There should also be notices or notices showing harmful safety issues on the guest room table, telling guests how to use the equipment and devices in the guest room safely, the function of the device specially used for security, the contact number used in case of emergency and the actions to be taken .Notices or notices should also remind guests not to tell other guests or any strangers the room number unscrupulously; pay attention to unscrupulous elements posing as hotel employees to enter the guest room.

(End of this chapter)