Chapter 4, Section 3

1. Chapter 4, Section 3 Theft, Disturbances, and Suspicious People

2. Thieves • A guest who take towels or bathrobes • An employee who takes home anything , from paper to food supplies • A criminal hanging around the property looking for an opportunity to steal

3. Deterring Guest and Employee Theft • Lock storage and supply rooms. • Keep track of the number of guestroom items such as towels. • Bolt items such as pictures, television sets, and radios to guestroom floors, walls, and furniture.

4. Deterring Employee Theft • Use a labeling system that helps separate employee belonging form those of property. • Conduct bag checks at employee entrances and exits. • Enforce a package pass policy that identifies employee belongings from those of the property. • Install devices that can tell who entered a particular room and when. • Depend on honest employees to report dishonest ones.

5. Reducing Theft of Guest Belongings • Be alert to suspicious people, guestroom security, access control, and key lock control. • Remind guest not to leave valuables in their rooms or cars-unless they lock them in the trunk. • Provide safe deposit boxes for guests’ valuables. • Warn guests about high-crime areas around the property and the city.

6. Assisting Theft Victims • Respond empathetically. • Call a supervisor or a manager right away. • Ask if the guests has other valuables that you can secure for him or her. • Tell the guest what you will do according to your property’s policies

7. Can you Name Two Examples of a Disturbance? Loud noises from the room next door keep guests awake. Someone in the restaurant offends a guest by talking loudly and using vulgar language

8. Suspicious Behaviors • Looking lost, nervous, or out-of-place • Hanging around in one area • Trying to enter employee areas • Going for room to room knocking on or trying to open doors

9. Approaching a Suspicious Person • Ask whether the person is a guest and ask to see a room key. • Remain calm and polite. • Offer assistance or direction. • Never accuse the person. • Never threaten the person.

10. Writing a Security Report • Complete the report as soon after the experience as possible. • Tell what happened. • Give the exact day and time of the incident. • Identify the people involved.

11. Writing a Security Report, continued • Tell where you saw the suspicious person and why the person seemed suspicious • Give only the facts. • Re-read the report and make sure it tells what really happened. • Sign and date the report and give it to your manager.

12. Section 4.3 Quiz • Suppose a guest at your property has had valuables stolen from his room. After you have reported the theft to a supervisor or manager, you should: • Tell the guest that the property will replace the stolen items after an investigation is complete • Offer to secure the guest’s other valuables in your property’s safe deposit box. • Apologize for the poor quality of your property’s door locks.

13. Section 4.3 Quiz 2. What should you do if a person is acting suspiciously at your hotel and you think the person looks dangerous? • Inform security • Ask to see a room key • Ask the person to leave the premises

14. Section 4.3 Quiz 3. Areas in a property that are open only to guests, their visitors, and on-duty employees. • Employee areas • Public areas • Guest areas

15. Section 4.3 Quiz 4. Areas in a property that are open only to employees on duty. • Employee areas • Public areas • Guest areas

16. Section 4.3 5. Areas in a property that are open to all people. • Employee areas • Public areas • Guest areas