hotel management

Chapter 34 Safety and Health Management (3)
When a fire breaks out in the hotel or a fire alarm is issued, all employees in the store are required to stick to their posts, keep calm, and must not panic and run around.Respond accordingly in accordance with the usual procedures.All personnel are not allowed to use the telephone unless there is an emergency, so as to ensure the smooth flow of the telephone line, and it is more convenient for the management to issue orders.

[-]. Emergency handling plan

1. Dealing with the death of guests
The death of a guest refers to the death of a guest due to illness, accidental death, suicide, homicide or other unexplained death during the stay in the hotel.Except for the former normal death, all others are abnormal deaths.

After receiving the death report of the guest, the staff of the security department should ask the reporter about the place, time, reason, identity, nationality, etc. of the guest's death, and report to the manager of the security department immediately.After receiving the report, the manager of the security department went to the scene together with the lobby manager and medical staff.In the case that the guest is not dead, the emergency medical treatment must be sent quickly. After the inspection by the medical staff, when the guest is confirmed to be dead, the security department personnel should be sent to protect the scene.All items on the scene must not be moved, and irrelevant personnel are strictly prohibited from approaching the scene, and at the same time report to the public security department.

After all matters are dealt with, the security department shall record the death and the whole process of handling in detail.

2. Dealing with violations against customers
Guest violations generally refer to acts that violate the laws of our country such as hooliganism, fighting, whoring, theft, gambling, and smuggling during the stay in the hotel.After receiving the guest's violation report, the duty officer should immediately ask about the time, place and process of the accident, and record the name, nationality, gender, age, identity, etc. of the person involved, and report to the duty manager immediately.After the duty manager receives the report, he must immediately send the internal security supervisor and security personnel to the scene to understand the situation, protect and maintain the order of the scene.For more serious incidents, the manager of the security department needs to go to the scene to investigate in person and report it in time.

Security department personnel must be cautious and know the identity of the guests before looking for the guests to understand the situation.For general quarrels and other bad behaviors between guests, the security department can come forward to mediate, and for their illegal behavior, after finding out the situation and obtaining the consent of the superior, report to the public security department.

If the incident involves foreign guests, it should be reported to the foreign affairs department of the local public security organ; if the offender is a domestic person, it should be reported to the police station or the Public Security Bureau.All incidents involving guests in the hotel must be reported to the hotel's superior authority.

After reporting to the public security department, the personnel of the Ministry of Security should monitor the offender. While waiting for the arrival of the public security personnel, the personnel of the Ministry of Security cannot detain the perpetrator and should wait for the public security personnel to come to deal with it.

After the incident is dealt with, the Security Department shall keep records of the incident and the handling results.

3. Dealing with the customer's loss report
Guest report loss refers to the event that the guest reports the loss, theft or deception of property in the hotel to the hotel during the stay.After receiving the loss report from the guest, the staff of the security department should immediately ask the owner of the loss with the lobby manager about what happened.It is necessary to record in detail the owner's name, house number, nationality, address, the name and quantity of the lost property (including the model, brand, specification, old and new, type and denomination of banknotes, etc.) of the lost property, and the process of the lost property.

In the process of asking about the situation, help the owner to recall the situation before and after the store as much as possible, such as whether they have inspected the store before coming to the store, whether they have used it after visiting the store, and whether they have been misplaced.After obtaining the consent of the owner, help find the item, and ask the opinion of the guest (especially foreign guests) whether to report the case to the public security organ.If the guest is willing to report the case, the guest must sign the record or ask the guest to write a detailed loss process.

If the guest's belongings are obviously lost in the hotel, the security personnel on duty should contact the loot registration office of the room department, the front hall inquiry office and the lobby manager to find them, and send personnel to search in the store.If the guest loses ID documents such as passports, home return permits, and Hong Kong return permits, he should contact the foreign affairs department of the local public security organ and ask the owner to report the case; Get in touch with the Bank of China and control the foreign exchange offices.

After the guest's loss report is determined to be a case, the security department should cooperate with the public security department to file a case for investigation, and keep detailed records of the situation and handling results.

If the property of the guest is stolen, lost or cheated outside the scope of the hotel, the owner can report the case to the public security department in person.

4. Dealing with natural disasters
Natural disasters that threaten hotel safety include: fire, flood, earthquake, hurricane, tornado, snowstorm, etc.According to the geography, climate, hydrology and other characteristics of the area where the hotel is located, a safety plan for the hotel to prevent and deal with possible natural disasters should be formulated.The safety plan should include the following.

(1) Various preventive and emergency measures of the hotel.

(2) The responsibilities and specific tasks of each department and each job post in the event of a natural disaster.

(3) All kinds of equipment and equipment to deal with natural disasters should be prepared, and regular inspections should be made to ensure that they are in good condition.

(4) Emergency evacuation plan when the situation requires it (similar to emergency evacuation plan for fire).

5. Handling of power outages
Power outages may be caused by an external power supply system or a failure of the hotel's internal power supply, which is more likely than natural disasters and fires.Therefore, for hotels with more than 100 rooms, emergency power supply devices should be equipped.The device can automatically start power supply immediately after power failure.This is the best way to deal with power outages.In hotels without such devices, adequate emergency lights should be provided.Hotels should usually design a comprehensive safety plan to deal with power outages, including the following.

(1) Ensure that all employees stay calmly at their respective jobs.

(2) Explain to the guests and employees that this is a power outage accident, and emergency measures are being taken to eliminate the fault and restore the power supply.

(3) For example, at night, it is used for electric lighting in public places, helping guests stranded in corridors and elevators to move to a safe place.

(4) Send maintenance personnel to find out the cause of the power outage.If it is an external reason, you should immediately contact the power supply unit to find out the cause and time of the power outage; if it is an internal reason, you should eliminate the fault as soon as possible.

(5) During power outages, security personnel must step up patrols and dispatch security personnel to protect areas with cash and valuables to prevent people from taking the opportunity to commit crimes.

Third (Section) Security Organization

[-]. Organizational setup of hotel safety management
1. Principles of Institutional Setup
In modern management, all kinds of agencies are set up to be streamlined, unified and efficient, and hotel security agencies are no exception.

(1) The principle of adapting to the hotel management system.As the hotel's functional department responsible for security work, the Safety and Security Department, like other departments, is directly under the leadership of the general manager and is responsible to the general manager.The safety and security department is a small system within the hotel's large system, and its institutional settings must be compatible with the hotel's overall management system.

(2) The principle of adapting to the star level of the hotel scale.The scale and star rating of the hotel are different, the level of receiving guests is different, and the security requirements are also different.Therefore, the establishment and strength of hotel security agencies must be compatible with the size and star level of the hotel.For example, the fire protection requirements of high-rise buildings are higher than those of ordinary buildings, while garden-style luxury hotels occupy a large area and have a wide range. The setting of safety agencies must adapt to the above characteristics.

(3) The principle of adapting to the safety facilities of the hotel.Most high-end hotels are equipped with automatic fire extinguishing, alarm, and security TV monitoring systems, all of which need to set up special management positions and special security management personnel.

(4) The principle of adapting to the security tasks undertaken.Due to the different management mechanisms of hotels, the tasks of hotel security departments are also different.For example, some hotel safety and security departments need to invest more in the implementation, implementation, inspection, and assessment of other hotel departments' safety work, while others are mainly responsible for each department itself, and the safety and security department only needs to inspect and supervise.

2. Institutional organization system
The organizational structure of the hotel security department is mainly composed of security department managers, deputy managers, team leaders, supervisors, foremen, and security guards. The branches mainly include internal security teams, security teams, offices, and firefighting teams.

[-]. Security Team

1. The work content of the security team
(1) Under the leadership of the Security Department, do a good job in the security and guard work in the hotel, and guard against various unsafe factors.

(2) Understand the characteristics of the security work of the hotel, be familiar with the situation within the security range, master the security situation of the hotel, and properly arrange the work within the scope of the group.

(3) Responsible for security guards at all entrances and exits of the hotel.

(4) Manage personnel and materials entering and leaving the hotel and guest visits, and register at the front door of the hotel.All personnel who come to discuss work must register and enter in the employee channel: all materials entering the hotel should be inspected and registered; packages carried by employees should also be inspected.

(5) Carry out 24-hour guard patrols to the hotel to prevent various incidents from happening.

(6) Maintain the order at the hotel entrance, manage all kinds of vehicles inside and outside the hotel, avoid traffic jams, and ensure the order of the hotel entrance.

(7) Dissuade passengers who intend to bring inflammable, explosive and other dangerous goods into the store, and report those who do not listen to the advice to the leaders of the Security Department for processing.

(8) (holidays) holidays, peak times when tourists enter and leave the store, and places where tourist activities are relatively concentrated, attention should be paid to strengthening security; suspicious persons should be monitored and asked politely; found criminals should be reported to the manager of the security department in time.

(9) Treat major accidents and incidents in the hotel calmly, report to the security manager in time, and protect the scene.

(10) When the hotel needs to evacuate in case of emergency (such as fire, etc.), the evacuation of personnel and materials in the hotel should be organized quickly, and the personal safety of passengers should be protected during the evacuation process, and attention should be paid to anti-theft.

(11) Escort the financial staff to the bank to pay and withdraw money.

(12) Responsible for the clock-in and clock-in management of hotel employees.

2. Hotel doorman
The doorman is a security officer. As a representative of the hotel, he greets the guests first; when the guests leave, he warmly sends them off on behalf of the hotel.He is responsible for the beginning and end of the hotel reception service.The guards should be selected to be physically strong, flexible and experienced in security.

The dress of the doorman should be eye-catching and solemn; the guests should be respectful when welcoming and seeing off guests, so that the self-esteem of passengers can be satisfied.

The main job of the doorman is as follows.

(1) Greeting and seeing off guests.

(2) Implement the principle of "tight inside and loose outside" to prevent bad guys and bad elements from entering the hotel.

(3) Rectify the traffic order in front of the hotel.

(4) Door guards should be more vigilant, pay attention to discovering and stopping anyone from bringing inflammable, explosive, highly toxic and other dangerous items into the hotel, and should report in time if found, and take measures to deal with it properly.

(5) Take care of passenger luggage.

(6) To answer relevant questions from passengers. During the interrogation, we must be patient and thoughtful, and strictly implement the security system to prevent leaks.

(7) For those who come to the store to meet customers, their certificates must be verified, and the visitor registration form must be filled in in detail, in duplicate (one copy is kept at the end, and the other is handed over to the service desk on the relevant floor by the meeting guest), and the interviewees are asked to After the consent of the staff, you can enter, and the doorman will notify the relevant floor attendant.

3. Patrol

In addition to setting up guards and fixed posts, the hotel also organizes security personnel to patrol the store.From the perspective of time and route, patrols in the store should be changed frequently, and regular and regular patrols should be avoided.Unscrupulous actors can easily take advantage of immutable patrols.Patrols are not just about walking in or around a hotel, patrol officers need to be able to detect and contain any incidents and problems that compromise safety.The main tasks of patrol are as follows.

(1) Patrol personnel should be conscientious and responsible, be vigilant, pay special attention to suspicious people or situations, and stop violations of regulations.

(2) In addition to reporting abnormalities or accidents to the leader in time, necessary measures must be taken to prevent fires, accidents, and sabotage.

(3) When criminals such as theft, riots, fights, murders, arson, poisoning, explosions, rapes, etc. are discovered, decisive measures must be taken to try to catch the criminals.

(4) In the event of theft, sabotage, murder, fire, poisoning, and any other cases or incidents that have a scene, first protect the scene and then report it quickly, actively provide information to the public security department, and assist in the investigation.

(5) Patrol personnel should inspect while patrolling, paying special attention to key and critical departments, such as warehouses, finance departments, shopping malls, important computer rooms, power distribution rooms, switchboards, oil depots, garages, etc., and unattended and possibly problematic place.

(6) Patrol personnel should know the common sense of fire fighting, be able to use fire fighting equipment, and be able to extinguish the initial fire in time.

[-]. Internal Security Team of Security Department

The work content of the internal security team is as follows.

(1) Assist the hotel leaders to educate employees on law popularization, law-abiding and "four defenses", help hotel departments to establish and implement safety precautions, and assist the public security department to investigate and solve various cases in the hotel.

(2) Assist the hotel leaders to establish security teams of various departments, with clear responsibilities and check their implementation.

(3) Assist the Personnel Department in educating and dealing with those who violate store rules and regulations; cooperate with the Personnel Department in the political review of newly recruited personnel.

(4) Protect the personal and property safety of guests; arrange key protection work for VIPs (important guests); eliminate unsafe factors.

(5) Quickly detect general cases that occur in the hotel.For major cases and major accidents, it is necessary to protect the scene, report to the superiors in time, and assist the public security department to deal with it.

(6) Responsible for investigating and recovering stolen items from guests and hotels, and try to avoid theft incidents.

(7) Responsible for the management of hotel door lock keys and file management of key preparation.

(8) Familiar with the basic situation of the hotel staff, understand the hotel's customer situation; receive and deal with transfers, letters and visits within the scope of the work of the group; handle temporary access to the hotel staff pass.

(9) During festivals and peak tourist seasons, actively cooperate with security guards and firefighting teams to do a good job in safety precautions.

[-]. Fire Department of Security Department

The work of the fire department is as follows.

(1) Strictly implement the national laws and regulations on fire safety work, and do a good job in the education of fire prevention knowledge and fire training for hotel staff.

(2) Responsible for formulating hotel fire safety clauses, formulating fire prevention, evacuation and fire extinguishing plans.

(3) Assist various departments to formulate departmental fire safety plans, and regularly check their implementation; strengthen fire prevention work in key departments and parts, and implement fire prevention work in key departments.

(4) Regularly inspect and maintain the fire extinguishing facilities and equipment, and promptly discuss and rectify with relevant departments when problems are found; if major hidden dangers or problems that cannot be solved are found, report to the superior in written form, and take effective preventive measures at the same time.

(5) Familiar with the hotel building layout structure, characteristics of building materials, emergency evacuation plan and route, fire-fighting equipment and setting conditions.

(6) Immediately rush to the scene when a fire signal or fire report is received; when a fire is found, personnel should be organized to fight the fire immediately, and at the same time report the fire situation and location to the manager of the security department and the general manager, and the general manager will decide whether to report to the public security fire department. .

(7) Formulate fire safety measures for units or individuals who come to the hotel for construction, and approve the application for "use of open flame operations".

(8) Supervise all kinds of dangerous goods (flammables, explosives, etc.) in the hotel.Frequently check whether there are fire hazards in each department, and urge timely rectification to eliminate unsafe factors.

(9) Establish and improve safety work files.

(10) Keep in close contact with the local fire department and accept the guidance of the fire department.

[-]. The relationship between the Security Department and other departments
The hotel security department has a very close relationship with other departments, such as the front office, room department, work department, catering and entertainment department, and finance department, in terms of safety work.

1. Relationship with Front Office

(1) Assist the Front Office Department in managing the order of the lobby.When the passenger flow reaches its peak, the safety and security department should strengthen the control of the safety work in the hall. In addition to having special personnel patrol the hall, there is also a TV monitoring system for day and night monitoring.Once a safety issue is found, it should respond in time and deal with it.

(2) By establishing a system, assist the front office to strengthen safety management.The content of security management includes guest registration, checkout, foreign currency exchange, luggage access, safe rental, room key management, etc.If a case or public security incident occurs in the front office department in the above-mentioned link (session), the safety and security department shall be responsible for the investigation, and the front office department shall cooperate.

(3) Work with the front office to accept reports and complaints from guests related to safety.When the front office department receives reports or complaints from guests about theft, loss, personal accidents, etc., it should promptly notify the security department and receive them together, and then the security department will intervene. The investigation results should also be carried out together with the front office department reply.

(4) Cooperate with the public security organs and national security organs to understand the relevant situation of the front office, and the security department will play the role of intermediary contact.

(End of this chapter)