hotel management

Chapter 33 Safety and Health Management (2)
The employees of the relevant departments in the hotel should follow the relevant procedures to help ensure the safety of the guest rooms.Housekeeping must be on when cleaning rooms.And be careful not to leave the room key on the cleaning car at will.During the cleaning work, it is necessary to check various safety devices in the guest room, such as door locks, door chains, and alert eyes.In case of damage, report to the Security Department in time.The porter who guides the guests into the room introduces the use of safety devices to the guests, and reminds the guests to read the safety notices or instructions displayed on the table. The hotel staff should not disclose the status of the checked-in guests to outsiders. When someone calls to inquire about a guest's room number, the telephone operator can connect the call to the guest's room, but must not tell the other party the room number.When dealing with tourists, the waiters at the front desk should follow the principle of keeping the guests confidential, and must not take the initiative to tell the unidentified visitors about the guests.

([-]) Guest room door lock and key control
1. Guest room door lock
Guest room door lock is a key to protect the safety of passengers and property.Strong and safe door locks and strict keys are an important guarantee for passenger safety.

The door locks of hotel rooms can be divided into two categories: one is mechanical locks (such as locks with lock channels on the handle, standard mortise locks, etc.); the other is electronic locks.

Mechanical locks have a long history and many varieties.The vast majority of hotels use mechanical locks; electronic locks are a new lock system controlled by electronic computer programs that have emerged in recent years.Electronic locks are safer than mechanical locks, and have the characteristics of safety, reliability, and convenience.In some high-end hotels newly built at present, many use electronic locks.

Compared with mechanical locks, electronic locks have the following characteristics.

(1) The safety factor is greater. For example, Sirik electronic locks can produce keys with one trillion different passwords.It is several million times higher than the repetition rate insurance factor of mechanical lock keys.

(2) Easy to use, the use of electronic locks can reduce the work of sending, receiving and keeping keys.A large number of data files do not need to be established, and the trouble of preparing keys and replacing locks can also be saved.

(3) Avoid loss. Once the master key or emergency use key of the mechanical lock is lost, it will cause great losses to the hotel.The electronic lock only needs to change the program of the key.

(4) It is beneficial to solve the case. The electronic lock of each room has the function of automatic recording. Once there is a problem in the room, you can immediately find out whose key opened the room at what time, which is conducive to the detection of the case.

2. Key control
To ensure the security of the hotel, a strict key control system is essential.The loss of keys, random distribution, unauthorized copying or theft will bring serious security problems and losses to the hotel, which should arouse the attention of hotel operators.

Generally speaking, hotel keys are divided into the following levels: emergency use keys, all-purpose keys, universal keys and special keys.

The emergency use key can open all the doors of guest rooms, offices and workplaces in the hotel, even if the door is double locked, it can be opened for emergency or special situations.In the event of a fire, in order to save the guests and employees; to rescue the patients in the guest room; to deal with and stop the special abnormal situation or criminal activities in the room in time.This key can also be used to lock the room in case of emergency or special situation.At this time, no other key can open it.There are only one or two keys of this kind in the whole hotel, which are kept in the security office, and each use must be approved by the director of the security department, and recorded and archived.

Universal keys are divided into three categories according to their scope of use.

(1) Full universal key.Can open and lock all rooms in the hotel, including guest rooms, offices and workplaces.However, it cannot be used when the room is double-locked. This kind of key is generally copied three times for use by the general manager, resident manager and security department manager. The original key is kept in the security department.

(2) Universal keys for guest rooms.It can open and lock all guest rooms, but cannot open the doors of offices and workplaces. The users are room managers and their assistants.

(3) Regional common key.Can open and lock all the door locks in a certain area.Zones can be divided by floor or room combination as appropriate.This key is for supervisors or waiters.

The special key is exclusive to each guest room, office, and workplace, and cannot be shared with each other. It can be used by guests and staff.

The hotel management agency should design a practical room key issuance, storage and control program that combines the actual situation of the hotel to ensure safe guest rooms and the safety of guests and property.Generally speaking, this procedure includes the following contents.

(1) The general service desk is the place where room keys are issued and kept.When a guest completes the check-in process, the key to the room is issued.Guests keep the key by themselves during their stay, or give the key to the service desk when they go out, and pick it up when they return to the room.

(2) When guests go to the general service desk to collect the keys, they should show their accommodation card to indicate their identity.The identity of the staff at the main service desk must be checked before issuance.

(3) When the guest goes through the check-out procedure, the staff in the front office should seize every appropriate opportunity to remind the guest to return the key.For example, when the guest checks out, collects luggage, or walks out of the hotel gate, the staff in each part of the front hall can ask politely and remind the guest not to take the room key away.

(4) The staff should pay attention not to throw away the keys at will, and they should be required to carry the room key with them.Therefore, some hotel attendants tie the room keys on their belts.When the room attendant is working on the floor, if a guest who claims to have forgotten to bring the key asks to open the door for him, he must not open the door for him.

(5) It is even more necessary to prevent the staff who hold the key of the guest room from plotting against the law.The general key of the regional guest room is usually in charge of the room attendant, and it is sent to the corresponding room attendant when going to work every day, and it is taken back after the work is completed.The room department records the key issuance and use every day, such as the recipient, issuer, release and return time, etc., and is signed by the recipient.The room department should also ask the waiter to record the specific time of entering and exiting the room on the work record sheet.

(6) Replacing the locks of the guest room door locks in a timely manner is a measure to further ensure the safety of the guest rooms. Especially in the case of frequent incidents such as loss of keys and unauthorized copying of keys, the hotel should decisively replace the locks of the guest room door.Under normal circumstances, the hotel should also change the key system of the entire hotel regularly (every two years) to ensure safety.

([-]) Safe deposit boxes for passengers' belongings
According to the relevant laws and regulations of our country, hotels must set up safe deposit boxes for passengers' belongings, and establish a set of registration, collection and handover systems.Although the guest room has door locks and other security measures, it is not absolutely safe.Foreign laws and regulations stipulate that if the hotel fails to provide a safety deposit box for passengers' belongings and causes the guest to lose valuables in the room, the hotel will be obliged to compensate the guest for the loss.

The safe deposit box for hotel property should be placed in a place that is easy to use and easy to control.Unauthorized persons, regardless of passenger employees, are prohibited from entering.The safety deposit boxes for passengers' belongings are generally located in the area behind the general service desk, and this area should be directly monitored by the hotel.If the hotel is equipped with a closed-circuit television system, a camera should be placed in the safe deposit box area. When using the safe deposit box, only one passenger is allowed to enter, so that guests can safely deposit valuables in the safe deposit box.

In order to keep the valuables of passengers well, according to international practice, only one key is prepared for the guests of the safe deposit box. If the passenger loses the key or fails to return the key, I will pay all the fees for opening the safe deposit box.The fee paid should be indicated on the "Safety Deposit Box Usage Form".

([-]) Disposal of lost property of guests

It is possible for guests to leave items in the guest room after leaving the hotel.In order to continue to ensure the safety of guests’ belongings and enable guests to retrieve their belongings smoothly, the hotel should have regulations and procedures for handling lost and belongings of guests, the main contents of which are as follows.

(1) It is strictly stipulated that if the staff finds the lost property of the guest within the hotel, they must hand over the items to the room department in full.Anyone found to have embezzled the lost property of the guests without authorization must be severely punished.This provision should be clearly included in the code of conduct for hotel staff and reiterated frequently in the usual education.

(2) The room department is the department in charge of dealing with the lost property of the guests.The guest room department sets up a guest lost and found log to record the lost and found of the guests handed over by the staff, such as the date, type, quantity, location of the found object, and the name of the person who picked it up, etc., and the lost and found should be kept properly.

(3) Staff at the main service desk, switchboard or other staff cannot answer at will when encountering inquiries about lost items from guests.After checking by the room department, we can give the guest a clear answer.

(4) If the guest comes to the store to claim it in person, the staff of the room department must ask about the lost property and ask the guest to describe the item in detail to prevent counterfeiting.For guests who cannot come to the store, but explain the above situation by phone or letter, after verification, the housekeeping department can mail the items to the guest, and the postage will be borne by the guest (it must be explained to the guest in advance), and the post office receipt should be kept for a period of time.

([-]) Luggage storage

The hotel is obliged to ensure that the luggage is safe and undamaged when transporting and storing the luggage for the guests.

(1) When carrying the luggage for the registered guests, the porter must find out the room number to avoid sending the luggage to the wrong room.When carrying group luggage, each piece of luggage should be marked with a correct serial number with the assistance of the reception staff.During handling, handle items with care.After the guest enters the room, the luggage is directly handed over to the guest.

(2) For the luggage of the guests who are still checking in in the lobby, especially the luggage of the group guests waiting to be delivered to the guest room, the bellman and the security personnel patrolling the lobby must watch closely to prevent accidents.

(3) Set up a luggage room at the back of the lobby and take safety measures.The luggage room is used for the storage and storage of the luggage of group guests.

(4) Luggage storage and distribution shall be carried out in accordance with the prescribed procedures, such as putting a deposit tag on each luggage stored, and sending a copy to the guest.When receiving the guest voucher, check the luggage tag number and take back the voucher.

([-]) Handling of injuries and illnesses of guests

The hotel should have various measures to prevent guests from getting injured or sick.If a guest is injured or sick, the hotel should have emergency measures and qualified rescue personnel.

(1) If the hotel does not have a special medical room and professional medical staff, appropriate staff should be selected to receive professional emergency training and be equipped with various first aid equipment and medicines.

(2) If it is found that the guest is injured, on the one hand, first aid should be provided on the spot, and on the other hand, the patient should be quickly arranged to go to a nearby hospital.

(3) For the injury incidents of the guests, the original records should be detailed, and the report of the injury incidents should be written when necessary.

[-]. Employee safety plan

As far as the hotel is concerned, it has a legal obligation and a moral responsibility to protect the safety of employees on the job, because employees are neglected, and employee safety accidents caused or generated by failing to take various protective measures and preventive measures, The hotel has an inescapable responsibility and will even be prosecuted by law.In addition, from the employee's point of view, employees, like guests, need the sense of security that human beings crave, and hope to be protected from harm to themselves and their belongings.Without this basic guarantee, it is difficult to require employees to do their jobs well, ensure service quality, and improve work efficiency.

Therefore, employee safety should also be an integral part of a hotel's safety plan.When formulating employee safety plans, we should review the entire operation process of the hotel from the perspective of employee safety, and formulate safety work rules based on the characteristics of each job position, and propose employee safety standards and various protection methods and preventive measures.

[-]. Property Security Plan

A hotel with a large amount of property and goods, whose property and goods are the material basis for normal operation, service and good service for guests.They are touched and used by hotel staff, guests and other outsiders on a daily basis.Any theft and misuse of these property and items means loss to the hotel.In addition, the hotel retains a considerable amount of cash during the business process, and a large number of goods are purchased. Without strict control, corruption or fraud by the staff will also cause losses to the hotel.Therefore, the hotel security plan should include carefully formulated policies, methods and measures to control, so as to ensure that the property of the hotel is not damaged.

1. Prevent employees from stealing

Facts have proved that hotel employees are in direct contact with various property and items of the hotel in the course of daily work and service, therefore, there are many opportunities to misuse or spoil these properties and items.Coupled with the fact that many properties and items in the hotel have value for personal, family use or resale, it is easy to induce hotel employees to steal.

In order to prevent employees from stealing, one of the basic issues that should be considered is the quality and moral standards of employees.This requires strict control when recruiting employees, operational education and strict reward and punishment measures after entering the store.Reward and punishment measures should be specified in the employee code of conduct and strictly implemented in accordance with regulations.Encourage and reward employees with honest performance, on the contrary, deal with dishonest and stealing employees according to the seriousness of the case, until they are expelled from the store.Ideological education and rewards and punishments complement each other, as long as they are effectively implemented, the effect will be remarkable.

In addition, various measures should be adopted to limit and reduce the opportunities and possibilities of employees stealing as much as possible.These measures include the following seven aspects.

(1) Employees must wear work uniforms and name tags to facilitate identification by security personnel.

(2) When employees go to and from get off work, security personnel are on duty to check and control the items brought in and out by employees.

(3) Improve the procedures for employees to receive items, and follow the rules and regulations to be strict.

(4) Strictly control the storage materials in the warehouse, regularly check and count the number of materials.

(5) When the purchased materials enter the store, relevant parties, especially the controllers of the financial department, should participate in the acceptance inspection to inspect their variety, quantity and quality, and prevent fraud in both supply and purchase.

(6) Control and limit the amount of cash deposited at the cash register of each business point.Cash is handed over accompanied by security personnel.

(7) Strict property system, implement financial inspection, and guard against staff corruption.

2. Prevent guests from stealing
The items in the guest room are often the object of the guest's theft, such as hand towels, bath towels, tableware for dining in the room, and other valuable or commemorative items.There are three measures that can be taken in this regard.

(1) Print or stamp the hotel's standard or special logo on these items that may become the target of the guest's theft, which can make the guest dispel the idea of ​​stealing.

(2) Some items that arouse the interest of the guests and are worth keeping as souvenirs are available for sale.This can be explained in the "Instructions for Passengers".

(3) The room attendant checks the items in the room when cleaning the room; checks the equipment and items in the room after the guest leaves the room.Report any stolen items or damaged equipment immediately.

Hotels may also suffer from "invisible theft" by guests.The so-called "invisible theft" refers to the evasion of accounts by customers, as well as fraudulent behaviors such as fraudulent use of credit cards and checks.To stop these "invisible thefts" the following preventive measures can be taken.

(1) When the guest checks in, check the passport of the foreign guest, and verify the validity of the passport and the identity of the passport holder. If two people live in one room, both guests should be required to register and show their passports.

(2) To verify the credit card submitted by the guest, that is, to print out the credit card when the guest checks in, which can be further verified during their stay.

(3) The cashier should be familiar with the currencies of various countries and various traveler's checks, and use the currency inspection machine to distinguish counterfeit currency and counterfeit checks.

(4) For a guest who has neither reservation nor luggage, he must pay the room fee first. If he proposes to pay by credit card, he must verify it on the spot.

(5) The cashiers of each business point should transfer the credit bill to the general service desk in time to prevent missing accounts, especially to prevent deliberate account evasion when checking out immediately and leaving the store.

3. Prevent outsiders from stealing
(1) Strengthen entrance control, floor aisle control and other public places control to prevent outside bad elements from sneaking in to commit crimes.

(2) The hotel should not place valuables in public places when safety measures are not taken.

(3) Outside clerks, deliverers, repairers, etc. can only use the employee entrance, and must be cleared by the security personnel on duty before they can enter.After completing the task, these people must also leave through the staff exit.Security personnel should be aware of the items they bring out of the store.

Hotel equipment, utensils, articles, etc. that must be taken out of the store for repairs must have the signature of the manager of the department to which they belong, and can only be released after being registered by the security staff on duty.

[-]. Fire safety plan

Once a fire breaks out in a hotel, the first thing to do is to call the police. The hotel should make every employee understand that under normal circumstances they should be the first to call the police.After receiving the fire alarm, the relevant personnel should arrive at the scene immediately, organize remediation, and notify the public security fire brigade according to the fire situation.Whether to notify the fire brigade should be decided by the leader in charge of fire protection of the hotel.Smaller fire hotels can organize personnel to extinguish it in a short time; if the fire is larger, the fire department must be notified.The hotel should divide the alarm into two levels.The first-level alarm means that when a fire breaks out in the hotel, the alarm is only sent to the fire center of the hotel, and the bell cannot be heard in other places, which will not cause tension in the entire hotel; the second-level alarm means that when the fire center confirms that a fire has broken out in the store , only to call the police to the whole hotel.

Hotel fire alarm systems can generally be divided into two categories.One is the automatic fire alarm system, which includes smoke-sensing fire alarm and temperature-sensing fire alarm, etc.; the other is the manual alarm system, which has the alarm of breaking the glass of the alarm button, and the alarm through the electric bell. Call the police to the relevant department.

Each hotel should design a plan according to the layout and scale of the hotel, so that all hotel employees understand the measures to be taken after a fire occurs.

(End of this chapter)