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General Security Procedures

Entrances

Minimise the number of public entrances. Install an automatic bell on the front door of small hotels where reception desks are unmanned. Control other entrances with locks or alarms acceptable to your fire service.
A separate staff entrance may be appropriate, away from the public entrance.
Vary the timings of high risk activities such as the removing cash from the premises locking up at closing time.

Public areas and car parks

Arrange furniture so that public areas can be easily observed. Mirrors can help reception, bar staff to view comings and goings discreetly.
Outdoor areas should be well lit. Avoid plants and trees that allow thieves to work unseen.
Put up signs in car parks to remind customers to secure vehicles and remove valuables or place them out of sight.

Protecting customers and guests

Have a safe or personal security locker available for guests to leave valuables.
People enquiring about guests should not be able to find out what room number they are staying in.

Key control

Limit access to master keys.
Change locks if keys are lost.
Do not label keys with your address. Label keys with phone number or P.O. Box only.

Lost property

Use a lost property book to record details of items and persons who claim them.
Try to trace the owner yourself or if the item is valuable contact the police.

Cash security

Empty tills regularly of excess cash.
Keep large amounts of cash secure – in a safe. Or remove large amounts of cash regularly from the premises.

Banking cash

Vary your routine and route for carrying the cash.
Have two persons go to the bank for depositing cash.

If you are attacked

Your safety and the safety of your customers is the main priority.
Co-operate with the attacker.
Never take the chance on a gun not being the real thing.
Note details about the attacker’s appearance, speech, vehicle, and direction of escape. Never follow the attacker.
Alert the police and security immediately.
Do not handle anything the attacker has touched so that fingerprints can be preserved.

Bomb threats

Keep calm.
Try to keep the caller talking, using excuses if necessary, eg. “I’m sorry there’s a lot of noise here, I can’t hear you properly”.
Obtain as much information as you can.
If possible, alert someone else without the caller being aware – so that your manager/security officer can be informed.
Do not put the handset down, or cut off the conversation.
When the call is finished, immediately contact your manager/security officer.

Checklist

Telephone bomb threats
Record as much of the following information as possible.

Message exact words
Code name used (if any)

If you are not told these details ask the caller:

The first two questions are the really important ones

Where is the bomb
What time will it go off
What does it look like
What kind of bomb is it?
How is the bomb fused
Why are you doing this?
Who are you?
Which organisation do you represent?

Listen for the following information.

Time of call________________________________________________

Other details

Number of telephone on which call was received _____________________

Your name___________________________________________________

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