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Seasonal Safety and Security Reminders


by Dr. John Hogan, CHE, CHA, MHS
December 8, 2011

In skating over thin ice , our safety is in our speed.
Ralph Waldo Emerson

I have spent virtually my entire career in the hospitality industry and find the holiday season is an excellent time to recall fundamentals in safety and security.  Because hospitality establishments have a certain amount of cash on hand, agents and cashiers may face the potential danger of robberies.  While it may seem simple to advise these staff associates to remain calm, the abundance of mixed messages from the mass media (movies, television and even video games) relating to how to best address this situation can be confusing.
 
Unemployment is at high levels in many locations globally, and the coming holiday seasons should be a reminder to observe common sense when dealing with this sensitive issue of preparedness.  In my career, I have noted an increase in robbery attempts at a number of different types of hospitality operations in the period in certain holiday seasons.
 
I am neither an attorney nor a law enforcement officer, and am not offering specific counsel here but I have learned a number of reasonable care practices in my career.  I also have had the good fortune to interact with several industry leading professionals on security and loss prevention.  
 
The following ideas are among those championed by a number of industry resources including those published  by the Educational Institute of AH&LA and used in many hospitality programs.
  1. Cashiers should comply with a robber's demands and make no sudden movements that the robber might interpret as an attempt to prevent the robbery.
  2. Cashiers should not do anything to endanger their own or other lives.
  3. Cashiers and desk agents should be aware that amateur criminals are often edgy and nervous, so cooperation is important.
  4. Management and ownership might consider silent alarms in the cash drawer that automatically activates when a certain item or pack of bills is removed.  Care should be taken to not draw attention to an alarm.
  5. Cashiers should not attempt lengthy conversations or make unsolicited comments with a robber.
Your local law enforcement agencies are highly motivated to be of assistance.   If your hotel is branded, there may be training material available from your franchisor’s training services.  Your hospitality association is another valuable source of information, as is your insurance carrier. 

The following is a representative form that contains the vital information needed in the event of an armed robbery.  There are many variations available.


Armed Robbery Report (sample)

Name:

 

Business:

 

Time:

 

Contact Phone:

 

PHYSICAL CHARACTERISTICS

SUSPECT(s) IDENTITY         FILL IN AS MANY BLANKS AS POSSIBLE

Offender:

Sex:

 

Age:

 

Height:

 

Complexion:

 

Race:

 

Hair (color/length):

 

Eyes:

 

Build:

 

Weight

 

Left/Right Handed

 

Speech (lisp, accent, etc.)

 

Other (glasses, beard, etc.)

 

# of Suspects

 

Piercings, jewelry

 

Disguises used by offender:

 

Words used by Offender:

(Names Used)

Comments (Scars/Tattoos/Peculiarities):

 

Weapon(s) Used:

 TYPE OF WEAPON

Handgun  __________________________________________________

Shotgun   __________________________________________________

Knife______________________________________________________

Other__________________________________________________

  Method of Escape

 

 Direction of Escape

 Vehicle Details:

 Distinguishing Marks

 

Type:

 

Make:

 

Color:

 

License Plate #

 

Number of Occupants:

Other Evidence Left:

Locate Witnesses:


  • Every witness should write their own version of the incident
  • WITNESSES SHOULD NOT DISCUSS OR COMPARE NOTES
  • WITNESSES SHOULD NOT TOUCH EXHIBITS
  • Contact Police

A Bakers’ Dozen of Reminders for

CRIME PREVENTION for ARMED ROBBERY!

  1. Have you maintained visibility into your business?
  2. Are your shop or outlet displays free from posters and signs?
  3. Are your counters and cases law enough for line of sight?
  4. Are all sections of business are visible from central cashier area?
  5. Do you call authorities if you suspect someone?
  6. Have you secured your desk or cashier operation if there is a reason for concern?
  7. Have you installed a holdup alarm system and instructed staff in its use?
  8. Do you keep minimal cash?
  9. Is your routine for bank deposits varied?
  10. Is your safe locked at all times?
  11. Have you taught robbery prevention to employees?
  12. Are references checked before hiring new employees?
  13. Do two or more people open and close your business?

What are you doing at your hotel today?



Hospitality Tip of the Week™: Focus on Thinking

    

Think globally, act locally.

- Rene Dubos



KEYS TO SUCCESS  is the umbrella title for my 2011-2012 programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my "HOW TO" articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE™  and Principles for Success.


Feel free to share an idea for a column at [email protected]   anytime or contact me regarding consulting, customized workshops, speaking engagements … And remember – we all need a regular dose of common sense.



John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is Co-Founder of www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.

Consulting Expertise and Research Interest

1.    Turn-around and revenue management
2.    Professional Development for the Organization and the Individual
3.    Customer Service
4.    Making Cultural Diversity Real
5.    Developing Academic Hospitality programs
6.    Medical Lodging Consulting
7.    Sales Management and training

If you need assistance in any of these areas or simply an independent review or opinion on a hospitality challenge, contact me directly for a prompt response and very personalized attention.

www.HospitalityEducators.com  is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.

www.HoganHospitality.com
Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations.


Contact:

John Hogan, CHE CHA CMHS    
United States - Phoenix, Phone: 602-799-5375
www.hoganhospitality.com
 [email protected]

http://www.linkedin.com/in/drjohnhoganchache



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KEYS TO SUCCESS™ - A Plan for All Seasons Revenue Management Should Mean Planning and Action at Every Type and Size Hotel - Part 1 of 2 / Dr. John Hogan / November 2011

A Baker's Dozen of Reality Checks in Hospitality - Myth or Fact? / Dr. John Hogan / September 2011

Remember and Reflect - A Tribute; American Lives: The Stories Of The Men And Women Lost On September 11 / Dr. John Hogan / September 2011

International Exposure Expands the Potential of Success in Hospitality Businesses and Academics / Dr. John Hogan / August 2011

Keys To Success - Answers and Practical Solutions from Readers on The Value of Hoteliers Helping Hoteliers / Dr. John Hogan / August 2011

Keys To Success™ - The Value of Hoteliers Helping Hoteliers / Dr. John Hogan / July 2011

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Lessons from the Field: Lessons in Leadership / Dr. John Hogan / July 2011

Lessons from the Field: If I Only Knew Then.... / Dr. John Hogan / July 2011

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Lessons from the Field™ A Training Exercise and Tips for Ways to Reduce Wasting Time in Hotels, Restaurants, Inns and Hospitality Businesses / Dr. John Hogan / June 2011

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Look Who's 40! - A Most Unique Recommended Reading / Dr. John Hogan / June 2011

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Principles of Success: Fine Tuning Your Hospitality Business Strategies for A Measurable Competitive Advantage - Part 2 / Dr. John Hogan / March 2011

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..
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