CHAPTER 4, SECTION 3Theft, Disturbances,

and Suspicious People

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

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.

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.

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.

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

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

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

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.

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.

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.

Section 4.3 Quiz1. 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:

a. Tell the guest that the property will replace the stolen items after an investigation is complete

b. Offer to secure the guest’s other valuables in your property’s safe deposit box.

c. Apologize for the poor quality of your property’s door locks.

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?

a. Inform securityb. Ask to see a room keyc. Ask the person to leave the premises

Section 4.3 Quiz

3. Areas in a property that are open only to guests, their visitors, and on-duty employees.

a. Employee areasb. Public areasc. Guest areas

Section 4.3 Quiz

4. Areas in a property that are open only to employees on duty.

a. Employee areasb. Public areasc. Guest areas

Section 4.3

5. Areas in a property that are open to all people.

a. Employee areasb. Public areasc. Guest areas