Chapter 16 Study Notes Book 2:

Front 1

name who the hospitality and tourism security program are designed to protect.

Back 1

THEY PROTECT:

. employee

. guests,

. assets.

Front 2

Crimes involving the theft assets usually result in greater losses than crimes against people, but crimes against persons have ag reater effect on publice relations.TRUE OR FALSE?

Back 2

True.

Front 3

what are two possible affects crimes against persons can have on a hospitality and tourism operation?

Back 3

It can affect the occupancy, public relations, and cause high expense.

Front 4

who should be involved in developing securty guidliens?

Back 4

all members of the management team should be involved.

Front 5

when should the security guidelines be reviewed?

Back 5

The security guide lines should be reviewed when in the draft form

Front 6

when should the security guidlines be provided to employees?

Back 6

on approval by representatives.

Front 7

employees will be more likely to review the material if they are given what?

Back 7

if they are given specific assignments than if than if the report details the entire security operation.

Front 8

Trunover and changes in job assignements necessitate a regular review of the program to keep all employees ware of the thier security responsibilities. TRUE OR FALSE?

Back 8

True.

Front 9

How can guests and employees create security problems?

Back 9

they can create security problems by stealing property and service from the company.

Guests may become intoxicated adn cause damage to property

Disgruntled employees may pose a securtiy issue

Front 10

what are the two possible effects crimes agianst persons can have on a hospitality and tourims operation?

Back 10

Crimes against persons cna affect occupany and cause high legal expense.

Front 11

Why should an employee review her company's security program each time sheanges job assignements?

Back 11

An employee might steal property from the company, steal service from the property or cause damage to the property or a disgruntle employee might pose a security issue.

Front 12

How can the hospitality and tourism accomplish ways to make guests feel that their personal assets are safe in the guest room when they leave the room for the day?

Back 12

Use of surveillance equipment

Safe deposit boxes

access control

Front 13

Surveillance plays a major role in guest and property security. What are the forms that it can take?

Back 13

Patrol

closed ciruit television (CCTV)

Front 14

What is a Closed Circuit TV?

Back 14

The use of video cameras to transmit signal to a specific place.

Front 15

who monitors the CCTV?

Back 15

Security personnel.

Front 16

what patrol surveillance procedure is most affective for preventing crime?

Back 16

Patrols should follow a varied patter in terms of both timing and areas, to avoid setting a consistent pattern that criminal can observe or work around.

another answer can be

varyign both the patrol pattern and patrol time.

Front 17

How can front desk agents help in the surveillance of the property?

Back 17

Front desk employees can observe the lobby, the entrance and the elavators.

Front 18

how can housekeepers help in the surveillance of the property?

Back 18

Housekeepers can alert security to anything suspisious in the guestrooms'

Front 19

hotel employees should be on the lookout for any unauthorized persons, potentioal drug delaersm or smugglers. True or False>

Back 19

True,

Front 20

What are some of the general safe deposit boxes procedures that employees can follow?

Back 20

Safe deposit boxes should be located in an areas where there is limited access.

. Unauthorized persons, whethere guests or

employees should not be allowed in that area.

. Two keys should be required to open any

safe deposit box, the guest key and the

control or guard key.

. Only people authorized to grant access to boxes should ever have the gaurd keys.

. Only one guest key should be issued for each safe deposit bos.

. If the guest key is lost, the should be drilled open in the presence of a witness, the guest and someone from the property.

Front 21

Management should establish access procedures and make sure that employees are following them for every access, regardless of how often it or how well the employee knows the guest. TRUE OR FALSE?

Back 21

True.

Front 22

Require the guest to sign his or her name of a form requesting access.

. Compare it to the ------- on the agreement signed when the box is opened.

. Accompany the guest to safe deposit area.

. Use the guest key and --------- key to open the box.

. Give the box to guest and give him or her some -------.

. Never handle or be alone with the guests -----

. When the guest is finished, re-lock the box and return the guests key.

Back 22

Require the guest to sign his or her name on a form requesting access.

Compare it the signature on the agreement signed when the box is opened.

Accompany the guest to safe deposit area.

use the guest key and control key to open the box.

Give the box to guest and give him or her some privacy.

Never handle or be alone with the guests valuables.

Whne the guest is finished, re-lock the box and return the guests key.

Front 23

what does in room safe units have?

Back 23

. Key

. key card

. digital pad

. credit card reader opening systems.

Front 24

would management be responsible for any valualbes not placed in the in room safe?

Back 24

yes they would not be responsible.

Front 25

To who should lost and found items be assinged?

Back 25

Lost and found should be assigned to one department such as front desk or housekeeping.

Front 26

All lost and found items should be returned to the lost and found department. TRUE OR FALSE?

Back 26

True.

Front 27

What iformation is put in the Lost and found log?

Back 27

Where the item was found

Its description

The date and name of the employee who found it.

Front 28

The restaurant and lodging industries are particularly susceptible to internal theft since thier material can be easily exchanged for cash or used directly by the thief. TRUE OR FALSE?

Back 28

True.

Front 29

why is it challenging for the restaurant and lodging industries to effectively secure their operations against internal theft?

Back 29

Becase the restaruant and lodging industries have high employee trunover and many restaruant and lodging operation have large properties.

Front 30

What are some exapmples that represent some potnetial internal theft opportucites and possible solutions?

INTERNAL THEFT:

Employees cheating on their time sheets.

Back 30

MONITORING STRATERGIES:

Department managers review time sheet; a time keeping system that verifies employee identity.

Front 31

INTERNAL THEFT:

Employees who no longer work at the hotel remaining on the books and receiving pay.

Back 31

MONITORING STRATERGY:

Verifying that checks issued by the property are recieved by the individuals to whom they are addressed.

Front 32

INTERNAL THEFT:

Managers and supervisors using gardners, painters, and maintenance personeesl for personal services on company time.

Back 32

Make sure employee know that these services are not acceptable and how to report such incidents.

Front 33

INTERNAL THEFT:

Employee placing long distance phone calls.

Back 33

MONTORING STRATERGIES:

When reviewing bills, look for 900 numbers (costly per minute charges) or off hour calls made from executive and administrative offices.

Front 34

INTERNAL THEFT:

Unauthorised employees taking meals:

Back 34

MONITORING STRATERGIES:

spot check of food facilities by security personnel at off peak hours.

Front 35

INTERNAL THEFT:

Employees taking home property or guest assests?

Back 35

MONITORING STRATERGIES:

Designating seperate employee entrance that is monitored by secirity staff or surveillance equipment; ristrict employee parking to an area away from the building.

Front 36

HUMAN RESOURCES:

new hires hould be screened. what types of screening may be considered?

Back 36

Criminal Convictions

Back ground check through professions envestigators.

Fingerprinting and submitting to local law enforcement.

Honesty exam

Credit check. especially for employee handling cash.

department of motor vehicles check (for employees involved in valet parking or other vehicle operation.

Front 37

It is HR'S responsiblity to perform ----------- ----------

Back 37

It is HR'S responsiblity to perform Exit interviews.

Front 38

what is exit interview?

Back 38

Conducted on a departing employee's last day of work for the purpose of obtaining feedback about the company.

Front 39

The exit interview should be an informal sessions conducted on the employees last day of work. Departing employees sometimes have interesting things to say. They might offer suggestions about how to improve theri departmen or provide information about illegal activites on the property. True or False?

Back 39

True.

Front 40

VIOLENCE AND DRUG ABUSE:

To help reduce the problems realted to drugs and violence, some companies choose to offer ---------- ---------- which provide employees with help in dealing with drug and alcohol dependence or anger management. they can also provide -------- --------- -------

Back 40

Assistance program

stress managent training.

Front 41

EMERGANCY MANAGEGEMENT AND MEDIA RELATIONS:

A good plan can mitigate losses and minimize loss of repeat business becaue it can allow the organization to get back to normal opertions faster. TRUE OR FALSE?

Back 41

tRUE.

Front 42

What does a written plan demonstrate?

Back 42

A written plan demonstrates that company has take reasonable care to protect guests adn their assesrs, which can protect the company from liability.

Front 43

EMERGANCY MANAGEMENT PLAN:

There are five factors that can influence an emergancy management plan. what are they?

Back 43

Location of the property

Personnel

History of previus emergancies

Types of emerganices

Local resoruces and disaster relief agencies.

Front 44

The parts of emergancy management plan should include?

Back 44

Staffing: Identify employees trained in first aid or those who have skills that night be useful, such as carpentry, or cooking, and assign emergancy responsibility.

Evacuation: Establish primary and secondary evacuations routes and meeting places, and determine whose responsiblity it is to activate the plan

Equipment: regualarly inspect safety equipment and emergancy supplies ( fire alarm, phones, exits lighting, sprinklers, generators, first aid, blankets, cots, food and water.)

Communication: determine how the property will communicate incase of an emergancy with employees, employees family, guests ( including those with disabilities and those who do not speak English). the corporate office, and the media.

Property Protections: Shut down, cover, or nove equipment to a safe area; store computer files; lock pantries and freezers; shut off energy sources; cover windows with plywood and lay out sandbags.

Documents: Gather building and site maps, insurance papers, emergancy call lists, and resource list.

Front 45

Both management and employees should know how to adress the meida before and emergancy occurs. true or false?

Back 45

TRUE.

Front 46

The property should ---------- a spokespersin to whom all media inquiries should be referred.

Back 46

The property should designate a spokes person to whom all media inquires should be reffered.

Front 47

The following steps of a crisis communication plan will show management to be responsible, competent, and cooperative in a time of emergancy:

Back 47

1. All facts and statment should be released

through a designated spokesperson.

2. Informations should be shared as soon as it

becomes available and can be confirmed.

3. The media should be allowed access to the property except for ares that are unsafe or have been declared off limits by investigators.

4. Whatever the nature of the crisis, the management should publicily express concern for the victims of any ahrms, loss, or iconveniece casued by crisis.

5. Mangement should publicily pledge to cooperate with all investigating authorities and, if necessary conduct its own stdy of the incidents.