These FREE sections will assist in your efforts to decide the best actions to take in making the working environment a happier place to be. There are also links to some companies that may be able to advise in your security measures.
What is a resident?
A resident is someone who has contracted a room for payment. This
is a needed person in your hotel. The normal important time
for this is when the License law applies. 'Non residents can not be
served alcoholic beverages outside licensing hours' [local laws apply].
The majority of cases start when someone has had to much or to little
alcohol and wants more. You can refuse to serve alcohol to anyone
who is, or appears to be under the legal age or intoxicated. You (the
bar staff or licence holder) has a duty not to allow unruly, offensive
or drunken behaviour.
Another good habit to get into is the policy that bar staff are not
permitted to serve alcohol in the bar without checking a copy of the
registration card. NOT the door key. This does not apply to restaurants
where alcohol is served with the food under a 'supper' licence.
What is a guest:
A guest is someone who is not resident, but uses your facilities.
Such as the swimming pool, or bar before closing time, or the restaurant.
The terms guest and resident are interchangeable, but here we use
them to make a distinction. This is someone you want in your
hotel.
What is a Non resident
This is someone who does not fit into the
above categories. There can be several people here; a person who has
come in to ask questions, a friend of the above, a 'floater' or ad hoc
in the restaurant. This is someone you would like in your hotel.
Who is undesirable.
Person who does not fit into the above categories,
but wants to abuse them. The person may have started out as one of the above
but through their actions you now longer want. Simple case for this is where
someone decides to have a party in their room, wakes up the neighbours and
then decides to rearrange the bedroom in the style of the the latest art
show. A person who attempts to obtain services without paying, a person
who is abusive or threatening.
These should all be dealt with diplomatically, at first, ask them if they
are a resident. If unsure, ask them their name and why they are doing it
or what they want. Then start with the 'calm down' and finally head for
the 'stop or I will have to ask you to leave'. Once you have go to the leaving
stage, you need to remember two things.
What do I need?
You can say that whatever you have is not enough. The smallest attack
alarm is a must. Panic or raid alarms also need to be easily in reach
and connected to the local monitoring or police centre. For larger hotels,
I would also suggest that you make at least one of your phones able to
dial straight out with CLI so that you can dial the emergency services
and have the call traced. Obviously CCTV is the next item on the agenda.
c.c.t.v or closed circuit television is not the newest thing on the market,
but there are now some wonderful systems out there. Why buy a dummy camera
when a small web cam for the same cost can be connected to your computer
to monitor things. Then if the need arises, you can start recording the
images. There are a lot of video systems out there that can also be plugged
straight in to a video recorder, and cost about £100/$160.
Computer video recording. One of the biggest problems you may encounter
is that the courts may not accept digital video as reliable evidence due
to tampering of images. Always have a video back up and change the tape.
The other problem with giving police evidence from a computer is the threat
of virus. There is one local police force who will not accept floppy disc
but will accept CD roms, can someone explain that for me please? Ensure
that any video footage from a computer includes the software to play it
back.
When siting cameras, please make sure that you do not leave it for the
security company to decide. You know the building better than they do,
and consider thing like street lamps glaring into the camera at night
time. Talk to your staff about concerns as well.
What about credit Cards
These are the god send for both the hotels and criminals. If you do get
a funny credit card and it comes up to call the authorisation center,
DO IT! keep the person talking, make a joke about them spending a lot
for a change, hence the phone call. This does happen a lot a Christmas
time. We have known for receptionist to drop credit cards down the back
of the desk to delay the person.
Your premises will have a special code for 'funny' cards. When you make
the call in front of a person, use it in a phrase, don't say 'err, I need
a code x, I have a stolen card'. Check the card thoroughly. If you have
a stolen card then the card people will probably quietly call the police
for you, they will tell you to check the person in and give you a special
code for the machine, while the go faster taxi heads for you. If the signature
card is scratched and unreadable, take no chances, call even if it does
go through the machine. There is a big myth that a found credit card gives
you £50, this lead to people stealing cards or 'holding' them at
reception. This does not happen any more. You now only get the money if
the 'declined keep card' message comes up. Sorry!
Thankfully in the days of Chip and Pin, the most common form of fraud and theft is via 3rd Party credit cards forms. If you dont see the card, don't take the booking
Where should I go?
For smaller items like alarms or the direct to TV CCTV systems, try
Argus, Maplins or tandy. For more complex systems, try some of the
national accredited companies.
One word of advice, what ever system you get, ensure you have the
serial numbers, instruction book, help line numbers and they are registered
in your name. One hotel bought a system, it went wrong, the company
installing it went bust and the manufacturers would not help as it
was in the installers name, nice for a £15k system.
Speak to your local beat officer or hotel group. They may have good
or bad experience of systems.
I want more details:
Great, for more details on how you can protect your business. Please contact and register with us.