1、VIII. Security Officers ProgramIntroduction（介绍）.2Staff Security Training（员工安全培训）.3No Uniform Security Service（安全人员的程序）.3Types of Uniformed Security Services（保安经理程序）.4Training & Meetings（培训与会议）.6Guard Conduct（保卫行为准则）.7Staff Requirements（员工要求）.8Patrol Procedures & Observations（巡逻程序和意见） .10Dress Requir
2、ements（着装要求）.13Communications Equipment（通信设备）.14Responsibilities（责任）.15Authority（管理）.16Use of Force（行动）.16Arrests（调查）.17Weapons Policy（用具的政策） .18Interviews（面试）.19Searches（搜索）.19Reports and Documentation（报告和文件 ）.20Responding to Alarms（应对警报）.22Security Officers ProgramVIII-2Non Security Related Functi
3、ons（非安全相关功能 ）.22Watch Clocks（看时间） .22Security Officers ProgramVIII-3IntroductionThe primary focus of the security officer program is to observe and report. Observations are made through patrols and audits. Reports of activities, safety and security related issues, violations of hotel policies and pr
4、ocedures, suspicious activity and criminal acts are made to hotel management and to local authorities when applicable. Training of staff is necessary to ensure proper response in the event of an emergency. Security cannot be standardized in the hospitality industry. Each hotel must be individually e
5、valuated as to their need for security officers. The decision to institute a security officer program should be based on a variety of factors, which may include:Size and layout of the hotel.Location of the hotel.Potential for criminal acts.Protection features of the hotel.An increase of crime at the
6、 hotel or nearby businesses.Special guests or events.In addition, a security service can reinforce its presence in a facility by educating the members of other departments in loss prevention techniques. All employees are an important part of the hotels security program and are valuable in preserving
7、 a safe environment for guests and for themselves.The appropriate size of the security department should be determined by the tasks to be performed. The department should be of adequate size to perform all patrols, checks, and other specific tasks, while being able to handle routine investigations a
8、nd inquiries. If you are adding security service for the first time, it is suggested that you list required tasks for each shift. Hire the number of people you feel will be needed to adequately perform these tasks and within 30 days, schedule a meeting with the security personnel to evaluate the sta
9、ffing needs and make any required adjustments.Security Officers ProgramVIII-4Staff Security TrainingThe concern for security should be communicated to all employees. Each member of the staff should be informed that they are a member of the security team. This involves being alert, knowing what is go
10、ing on within ones own area, identifying suspicious individuals, following proper procedures and taking appropriate corrective action when they are not.It is equally important hotel management and supervisors lead by example. Managers and supervisors who do not follow proper policies and procedures
11、can quickly undermine the security program.No Security Officer ProgramWhen conditions are such that the hotel does not require a security officer program, the General Manager should maintain a secure environment by utilizing some of the following alternative methods:A well-trained hotel staffFrequen
12、t patrols by local policeFrequent walkthroughs by the MODProtective features such as fences, lighting and restricted hotel access.Closed circuit television (CCTV) should not be used as a replacement for security officers. The General Manager should implement and maintain effective security and safet
13、y standards. They should be reviewed and updated on a regular basis or as a result of any criminal act. The General Manager should seek the full cooperation of local police departments by asking them to perform patrols of the hotel property at night and to respond quickly to emergency calls. The eff
14、ectiveness of the program may be increased by offering discounted meals, free coffee and establishing a parking program with the local police department. On occasions when large gatherings or meetings are held at the hotel, hotel management may consider hiring a guard service for these functions.Sec
15、urity Officers ProgramVIII-5Types of Security Officer ProgramsEach hotel represents a unique environment. To better serve the individual needs of hotels, there are several different types of security services. These include in-house security, contract security, off-duty police, or combinations of th
16、e three. In-House (Proprietary) Security Force The proprietary force is employed by the hotel and therefore is under the control of hotel management. They may be assigned to any duties relevant to security.Hotels may supplement their proprietary force with contract security to provide complete cover
17、age during times of high occupancy or special events. In addition, contract officers can be used as replacements during vacation and sick leave. Where several hotels are located in one city or region, a proprietary security force can be established for security at all the hotels. Patrols and reports
18、 can be standardized under the supervision of a security manager who serves the entire area. This type of program should be coordinated through the Loss Prevention Department.Advantages:Proprietary personnel become familiar with the hotel, its policies, operations, and culture.Hiring standards can b
19、e established to meet your specific requirements.In-house officers are a member of the hotel staff and subsequently offer greater customer service and improved guest relations.Proprietary officers have a loyalty to hotel management rather than to the contracting service employer which creates a more
20、 efficient and beneficial operation for the hotel.Disadvantages:In smaller hotels, coverage may be difficult in the event of absences due to illnesses, vacation, termination, or other reasons.The hotel may have difficulty providing adequate coverage during special events.The hotel may have to meet a
21、ny local, state, or federal laws requiring training, uniforms, or procedures.Contract Security ServiceThere are several advantages and disadvantages to be considered before utilizing a contract security service. Advantages:In smaller locations, contract security may provide depth of coverage that in
22、-house security cannot. Contract security services should be able to provide immediate replacements in the event that an officer is absent. Unsatisfactory guards usually can be replaced upon request.Security Officers ProgramVIII-6Contract security may be more cost-effective than in-house security.Di
23、sadvantages:Contract personnel may not be familiar with the hospitality industry, the hotel or its policies and procedures.Contract officers may not be customer service oriented.Contract officers may display a lack of loyalty to the hotel.Hotels should be cautious when signing a contract with a secu
24、rity service. Often these contracts are designed to protect the security company rather than the hotel. If you decide to use a contract security service, a sample standardized security service contract is included in the appendix. This document is designed to protect the legal interests of the hotel
25、. Do not use any other contract without the approval of the legal department.Off-Duty Law Enforcement OfficersA third option is to contract with off-duty law enforcement officers. When using off-duty officers, the hotel should work through the local police department. As with contract security servi
26、ces, a written contract should be executed. The contract should address at what point an off-duty officer ceases to function as hotel security and becomes a law enforcement officer. Off-duty officers must comply with the weapons policy section of this chapter.Advantages:The contracting of off-duty l
27、aw enforcement officers often improves the hotels relationship with local authorities.The presence of off-duty officers and their vehicles often provides an added deterrence.Law enforcement officers are probably more familiar with the law and its application with respect to problems at your hotel.Th
28、ey also know other law enforcement officers on duty and can enlist their help quickly when it is needed.They are more likely to identify suspicious or criminal activity.Disadvantages:Off-duty officers may not be as cost effective as other forms of uniformed security. The law enforcement officer may
29、become involved in a criminal action not necessarily involving your hotel, and make an arrest or take some action that could result in litigation. A legal question may arise as to whether he was acting as a security guard or as a law enforcement officer at the time.Some jurisdictions may require the
30、ir officers to carry a weapon while at the hotel.Off-duty officers may not be customer service oriented and may be less willing to perform foot patrols.Security Officers ProgramVIII-7Training & MeetingsThe hotel is responsible for the actions of its staff, whether or not it has a separate security d
31、epartment. The hotel cannot evade this responsibility by using off-duty officers or a contracted security force because these officers can be considered the hotels agents. If the security officers are negligent, the hotel may be held liable. Contracted security does not relieve the hotel of its lega
32、l responsibility to provide “reasonable care”.Training of security personnel is critical to an effective security program, regardless of the source of the staff on the premises. Although a contract security officer should be trained by the contract security company, they still need orientation to th
33、e philosophy and special service needs of the particular hotel. Orientation is also needed for off duty police officers since they are shifting from an apprehension role to that of an on-premise security officer.Security officer training should include a review of written post orders. The post order
34、s should address the scope of the officers responsibilities. This should include a description of the patrol route, the frequency of patrols, administrative and other special duties, and interactions with guests and employees. New officers should conduct patrols with or shadow a veteran officer or m
35、ember of hotel management to familiarize themselves with their responsibilities and duties.Hotels may consider having their security officers complete a recognized training program such as the AH&LAs “Lodging Security Officer Program”. A security officers guide of recommended policies and procedures
36、 is available from the Loss Prevention Department.Staff MeetingsTo help ensure the effectiveness of the security function, staff meetings should be held on a monthly basis. Staff meetings should be used to communicate the following:Changes in hotel operations.Upcoming special events.Introduction of
37、new policies and procedures.Discussion of new trends or security threats.Discussion of the security monthly statistical report.Idea exchange, recommendations and brainstorming.Staff development and training.Minutes of the meeting and a list of attendees should be maintained. This documentation could
38、 prove useful in demonstrating reasonable care in the event of litigation.Security Officers ProgramVIII-8Guard ConductAll security officers are expected to abide by a Security Officer Code of Conduct and to perform their duties accordingly. A copy of the code of conduct is included. In general, the
39、security officer is to be courteous, tactful and helpful, yet firm in enforcing company and hotel policies and procedures. Security officers should remain professional in attitude, appearance, and action.The security officer should not become socially involved with, loan money to, or borrow money fr
40、om a guest or employee of the hotel. Security personnel should not accept gratuities from anyone for performing the functions of the job. Drinking should not be allowed on duty. Security officers should not report to work under the influence of alcohol or with the smell of alcohol on the breath. Per
41、sonal feelings should be kept personal and should not be allowed to interfere with the proper performance of duties. All people should be treated with respect. The security officer should not abandon the property while on duty without authorization. While off-duty, the security officer should not re
42、turn to the hotel as a patron. The security officer should use force only when absolutely necessary to defend his or her self or another person from injury.A copy of the Six Continents HotelsInterContinental Hotels Group Security Officer Code of Conduct is included in the appendix. Each officer shou
43、ld be required to read the code of conduct and sign and date it. A copy of the form should be placed in each employees personnel file.Security Officers ProgramVIII-9Staff RequirementsJob descriptions should be written for each security position, including the Director of Security, security officers
44、and timekeepers. These descriptions should include the following:Reporting relationships.Duties and responsibilities.QualificationsState accountability.Confidentiality clause. The hotel should establish basic qualifications to be used in the selection of a security force. Minimum qualifications shou
45、ld include:At least twenty-one years of age and in good physical condition. A high school graduate or equivalent education. A satisfactory military record, if applicable. No prior convictions for felonies or serious misdemeanors. A pleasant and courteous manner. Effective written and oral communicat
46、ion skills.Fulfillment of all training and licensing requirements. An officer should possess the ability to use good judgment, assume responsibility, and work well with others.Security officers should be able to represent the hotel in a responsible manner in the event of an emergency. A security off
47、icer should be familiar with all forms pertaining to the security function and perform administrative duties such as key control, equipment issue, filing, scheduling, handling time cards, posting notices on bulletin boards, and writing reports.Director of SecurityThe Security Director is charged wit
48、h the implementation and operation of the security department. They should be a management-minded professional who is able to motivate, organize and delegate duties within the security force as well as communicate with both subordinates and superiors. The security director should establish prioritie
49、s and set realistic objectives and be capable of achieving them. Preferably, the security director should be a full member of the hotel executive committee and report directly to the General Manager.It is incumbent upon the Director of Security, or individual charged with the responsibility for hote
50、l security, to be familiar with applicable laws regulating private security. In addition to fulfilling the qualifications for a security officer, a Director of Security should possess the following: Security Officers ProgramVIII-10Exhibit the leadership abilities required for the position.Have a tho
