REC. 400
CH. 14-
1. Give one example of a threat in an HRT setting and describe how the four-step safety and security management method could be used to address (manage) that threat (write full sentences in paragraph form an include details from Chapter 14 in your own words to support your statements in every posting).
2. Describe three techniques you will use as a manager to reduce employee accidents and injuries in a hospitality, recreation or tourism business or organization (write full sentences in paragraph form and include details from Chapter 14 in your own words to support your statements in every posting).
3. Describe the techniques discussed in Chapter 14 to manage guest relations in a crisis situation (write full sentences in paragraph form and include details from Chapter 14 in your own words to support your statements in every posting).
CH.15-
1. Describe four different types of insurance coverage other than health/dental/vision that would be needed for a hospitality, recreation, or tourism business or organization, and discuss the importance of each (write full sentences in paragraph form and include details from Chapter 15 in your own words to support your statements in every posting).
2. Describe some of the changes in the global insurance market and global legal climate that are forcing underwriters and hotel managers to re-examine their insurance coverage (write full sentences in paragraph form and include details from Chapter 15 in your own words to support your statements in every posting).
3. Discuss four ways that hospitality, recreation, and tourism agencies worldwide can manage risk more aggressively and consistently (write full sentences in paragraph form and include details from Chapter 15 in our own words to support your statements in every posting).
To earn points, submit well-developed postings before the due date. Apply details, lessons, and examples from the assigned textbook chapter in every posting (interpreted in your own words).
ch141.pdf
ch151.pdf
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Chapter 14 Safety and Security Issues
Images used under license from Shutterstock.com
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Security and Safety Issues
The Importance of a Protected Environment
Safety and Security Programs: Four-Step Safety and Security Management Method
Crimes Against Hospitality Businesses Crisis Management Programs
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
In This Chapter, You Will Learn:
1. To recognize the responsibility hospitality managers have to protect the safety and security of guests and employees in hospitality operations.
2. To carry out the procedures needed to limit the potential liability of safety risks and security risks.
3. To minimize the risk of crimes against your own business operation.
4. To recognize the need for and benefit of implementing an effective crisis management plan.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
The Importance of a Protected Environment
Legalese:
Safety Programs – Those procedures and activities designed to insure the physical protection and good health of guests and employees.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.1 Mr. and Mrs. Angelo were frequent diners at the Buffet
World restaurant, a moderately priced operation that featured an all-you-can-eat lunch and dinner buffet. Jessie Carroll was the manager of the restaurant.
On a busy Sunday, Mr. and Mrs. Angelo entered the restaurant, paid for their meal, and were directed to their table by the dining room greeter. As Mrs. Angelo sat down, the wooden dining room chair snapped under her weight. Her neck was injured as she fell on the restaurant’s tile floor.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.1
The Angelos sued Buffet World, charging negligence in the operation of the restaurant. Their attorney argued that the normal wear and tear of chairs was a foreseeable event, and thus an inspection program should have been in place. No such program could be shown by the restaurant to have existed.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.1 The attorney for the restaurant countered
that Mrs. Angelo was “larger” than the average guest, and therefore Buffet World could not have foreseen that she would be seated in a chair that was not capable of holding her weight. The restaurant’s attorney also noted that Buffet World had never experienced a problem like this before.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.1
1. Is Mrs. Angelo’s actual weight a relevant issue in her case against the restaurant?
2. What evidence could the restaurant have provided to its attorney to demonstrate reasonable care in the inspection of its dining room furniture?
3. If it were independently owned, who would be responsible for designing and implementing an effective furniture inspection program for Buffet World?
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
The Importance of a Protected Environment
Legalese:
Crisis – An occurrence that holds the potential to jeopardize the health of individuals and or the business.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Crisis Management Active shooters Human trafficking Power outages Vandalism Arson / fire Bomb threats Robbery Looting Hurricanes Tornados Earthquakes Floods Snow and Ice
Accident / injury Drug overdose Medical emergency Rescue breathing /
cardiopulmonary resuscitation (CPR)
Death / suicide Intense media scrutiny Adversarial governmental agency
investigation Civil disturbance
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.2 Wayne Dobinion was the district
manager for a franchised quick- service Mexican-style restaurant in a large city. On a Friday night at 11:30 P.M., just after the restaurant locked its front doors to the general public, three masked men entered the store through the unlocked back kitchen door. They demanded that the 19- year old assistant manager on duty at the time turn over all the restaurant’s cash.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.2 Nervously, the assistant manager explained that all the cash had been deposited in a safe in the manager’s office and that he had no ability to open it.
Angry at their inability to rob the restaurant, the gunmen shot two of the restaurant workers, including the assistant manager, as they fled the restaurant. The assistant manager died from his wounds. The robbery and shootings made that night’s local television news.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.2 A lawsuit filed by the assistant manager’s
parents charged that the restaurant lacked proper alarms and locks on the back door. In addition, they charged that the restaurant owners and the franchise company failed to provide any training to its staff regarding the proper response to an armed robbery. The lawsuit was reported in a front-page article in the local paper.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.2 An investigative reporter
from another television station in the city called the restaurant’s manager requesting an on-air- interview regarding the training employees receive related to robberies. The manager referred the call to Mr. Dobinion.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.2 1. What issues will the courts and a jury likely
consider as they evaluate the legitimacy of the parent’s lawsuit?
2. What legal position might the franchisor take if it had provided training materials to the local franchisee, but never utilized those materials?
3. What is the likely outcome if Mr. Dobinion refuses to meet with the investigative reporter? What if Mr. Dobinion has not been trained to do so?
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Advantages of Preplanning
1. Improved employee morale 2. Improved management image 3. Improved employee recruiting effectiveness 4. Reduced insurance rates 5. Reduced employee costs 6. Improved operating ratios
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Advantages of Preplanning
7. Reduced penalty costs for violations 8. Support in the event of an accident 9. Increased guest satisfaction 10. Marketing advantages 11. Reduced likelihood of negative press
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Four-Step Safety and Security Management Method
1. Recognition of threat 2. Program development (response to
threat) 3. Program implementation 4. Monitoring of program results
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Recognition of Threat Areas of Safety and Security Concern
Guests Parking lots Guest rooms Public areas Dining rooms Bars and lounges
Employees Work site safety Workplace violence Worker accidents Employee locker rooms
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Recognition of Threat Areas of Safety and Security Concern
Property Coatrooms Guestrooms In-room safes Parking lots Safety deposit boxes
Facility Assets Cash and cash equivalents Operating supplies Food inventories Beverage/mini-bar inventories Vending income/equipment Telephone access
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Recognition of Threat Areas of Safety and Security Concern
All People and Property – Crisis Situations Medical emergency Criminal activity Natural disaster Utility outages
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Program Development
1. Training for threat prevention 2. Increased surveillance and/or patrol 3. Systematic inspections 4. Modification of facilities 5. Establishing standard procedures
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Significant Elements of a Hotel Security Program
Key controls Effective guestroom lock system Proper and adequate training of security staff Guestroom doors with one-way viewers and
chain/latch bars Adequate lighting and ongoing maintenance Perimeter controls
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Significant Elements of a Hotel Security Program
Employee background checks Employee education Guest safety education Written security policies and procedures Established responses to incidents and
corrective action Liaison with local authorities
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.3 The Commodore Hotel was owned by the
First Community Insurance Company and managed by Fieldstone Hospitality Management. After two separate guest assaults occurred on the hotel property, Fieldstone Management approached First Community Insurance with the idea of either installing a closed circuit video camera (CCVC) system in all hallways, or increasing the lighting levels of the hotel’s corridors.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.3
First Community Insurance authorized Fieldstone Management to purchase a video surveillance system consisting of six cameras and a central location to view them. The events shown by the cameras were not being recorded.
Late on the evening of February 6, Mrs. Cynthia Larson checked into the Commodore and was assigned a room at the end of one of the hotel’s corridors. As she attempted to insert her electronic key card into the door lock, she was assaulted.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.3
Mrs. Larson sued both Fieldstone Management and First Community Insurance, claiming that both companies’ failure to monitor their cameras was a direct cause of her assault. In addition, she claimed that the cameras’ use was deceptive, in that it gave her a false sense of security. As she stated, “The cameras showed me the hotel cared about my security, and I wanted to stay in a safe location.”
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.3 According to timesheets
provided under subpoena by the hotel, an employee was assigned to view the cameras in the central location for an average of two hours per night between the hours of 8:00 P.M. and 6:00 A.M. The assault occurred at a time when no employee was monitoring the cameras.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.3 The attorney for First Community
Insurance stated that the company was merely the owner of the hotel, and not responsible for day-to-day management, thus it should not be held responsible for Mrs. Larson’s injuries. Fieldstone Management maintained that it too should not be held responsible just because the cameras installed were not monitored at all times.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.3 The presence of the cameras themselves and electronic locks on their guestroom doors demonstrated that the company used reasonable care in the protection of its guests.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.3 1. Will First Community Insurance be held
partially responsible for the actions of Fieldstone Management?
2. Did Fieldstone Management use reasonable care in the installation and operation of the camera system? Would it matter if the cameras were recording?
3. What could the hotel owners do in the future to help avoid a similar situation with a guest?
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Safety and Security Programs
Legalese:
Interdiction Programs – An arrangement whereby citizens contact police to report suspected criminal activity before a crime is committed.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Program Implementation
Safety and Security Departments Safety and Security Guards Safety Committees Law Enforcement Relationships
1. Regularly scheduled meetings 2. Neighborhood business watch programs 3. Property safety and security reviews 4. Interdiction programs 5. Training programs
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Establishing an Effective Guestroom Lock Policy
1. Install an electronic locking system 2. Train ALL new employees on the procedures
used to insure key security 3. Never announce guestroom numbers out loud 4. Do not allow the room number to be marked
directly on the key 5. Do not identify the hotel with the key
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Establishing an Effective Guestroom Lock Policy
6. Do not reissue keys to guests without checking their IDs
7. Do not issue duplicate keys to anyone except the registered guest
8. Minimize the number of master keys 9. Keep a log of all existing masters and
submasters keys 10. Train all managers on duty (MODs) on
the procedures to conduct a lock audit. Record the results of any audits performed
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Monitoring Program Results Number of inspections performed Inspection or quality scores Number of incidents reported Dollar amount of losses sustained Number of insurance claims filed Number of lawsuits filed Number of serious or minor accidents Number of lost workdays by employees Insurance premium increases Number of drills or training exercises correctly
performed
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.4 Peggi Shulkey managed a commissary
for a large cafeteria company. Her facility prepared food products for 75 company restaurants. While her operation did not have a tremendous number of work- related accidents, Ms. Shulkey believed the number of those that did occur could be reduced.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.4 To that end, she formed a
safety committee made up of employees and management, and charged them with the task of developing a model program to reduce employee injuries. The committee proposed the six-step plan presented below along with their rationale for each step.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.4
1. Proper selection of employees. Since an employee with a drug problem is dangerous, applicants should be required to take a drug test before being hired. The applicant must also execute a continuous authorization for drug testing, which permits the employer to administer a drug test in the event of an accident.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.4
2. Designation of a Safety/Injury Coordinator. The safety/injury coordinator will review past accident records and implement programs to reduce situations that may result in accidents. The safety coordinator will maintain a logbook of incidents so each department supervisor can review for incident trends.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.4
3. Implementation of mandatory safety training. Each employee will be trained in safety related to his or her job.
4. Increased awareness of safety. By implementing programs, games, and posters, employees will be reminded to think intelligently and safely.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.4 5. Implementation of incentive programs
for safety. To further encourage safety, rewards and incentives will be given to employees who practice safe behavior.
6. Measurement of results. To be determined by the general manager.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.4
1. What specific measurements might Ms. Shulkey use to gauge the effectiveness of the group’s plan?
2. How effective is training likely to be in reducing employee injuries?
3. Analyze the committee’s plan for thoroughness. Are there potential liabilities that still need to be addressed?
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.5
Karin Pelley was employed as a district manager by Ron’s Roast Beef, a regional chain of 150 quick-service restaurants serving sandwiches, soups, and soft drinks. Most of the stores were located in shopping mall food courts or strip malls. Ms. Pelley worked out of her home office, traveling to visit her 12 assigned stores on a regular basis.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.5 Ms. Pelley communicated with the corporate
office via telephone, and e-mailing through a wireless system in her home using a modem, all of which were installed in her home by Advance Technology, a telecommunications company selected by Ron’s Roast Beef to supply telecommunications equipment and services to its employees. As part of its contract with Ron’s Roast Beef, Advance Technology serviced the machines used by Ms. Pelley in her daily work.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.5 When Ms. Pelley’s modem stopped working
one day, she contacted her home office, which then called Advance Technology to request that a Service Technician be dispatched to Ms. Pelley’s home. The technician arrived, but in the course of his visit assaulted Ms. Pelley. The technician was later apprehended by the police and convicted of felony assault, his third such conviction in three years.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.5 Ms. Pelley sued Advance Technology
claiming negligent hiring. In addition, her attorney submitted a demand letter to Ron’s Roast Beef, requesting a $400,000 settlement from the company for negligence in contracting its telecommunications services from Advance Technology. The attorney for Ron’s Roast Beef refused to pay the claim stating that:
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.5
Ron’s had no control over the hiring practices of Advance Technology.
Ms. Pelley was prohibited by law from pursuing any injury claim against her employer other than workers’ compensation, because the assault occurred in Ms. Pelley’s “office.”
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Analyze the Situation 14.5 1. What responsibility did Ron’s Roast Beef have
for providing a safe home working environment for Ms. Pelley?
2. Will Ron’s Roast Beef be held liable for the damages suffered by Ms. Pelley? Will Advance Technology be held liable?
3. What should Ron’s do in the future to avoid potential liability in situations such as this?
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Crimes Against Hospitality Businesses
Consumer Theft of Services Fraudulent Payment
Credit cards Cash Personal checks
Internal Theft of Assets Embezzlement Theft of company property
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Crimes Against Hospitality Businesses
Legalese: Bond(ing) – An insurance agreement in
which the insurer guarantees payment to an employer in the event of financial loss caused by the actions of a specific employee.
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Human Trafficking Sex Trafficking: Pays for room in cash or with pre-paid
card Extended stay with few possessions Requests room overlooking parking lot Presence of excessive drugs, alcohol, sex
paraphernalia Excessive foot traffic in/out of hotel room Frequently requests new linens, towels,
and restocking of fridge Exhibits fearful, anxious, or submissive
behavior Dresses inappropriately given the climate
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Human Trafficking Sex and Labor Trafficking:
No control of money, cell phone, or ID Restricted or controlled communications No knowledge of current or past whereabouts Signs of poor hygiene, malnourishment, or fatigue No freedom of movement, constantly monitored
“As an industry, we recognize that hotels can play an important role in fighting human trafficking networks which often rely on legitimate businesses, including hotels, to sustain their illegal operations and infrastructure.” – Katherine Lugar, AH&LA president & CEO
© 2017 Stephen C. Barth P.C., Diana S. Barber, JD and John Wiley & Sons, Inc. All Rights Reserved
Human Trafficking
Labor Trafficking:
Prevented from taking adequate breaks Doing different work than was contracted Living and working on-site Forced to meet daily quotas Forced to turn over wages Exorbitant fees deducted from paychecks Not paid directly
© 2017 Stephe
Interested in getting help with this assignment?
Get a professional writing team to work on your assignment!
Order Now
Recent postsFor this final assignment, you will prepare a brief paper detailing the steps undertaken to complete a presentation that disseminates information you assemble
Please choose to answer only one of the 2 following questions. Option 1: In your opinion and based on scientific, peer-reviewed published evidence, does child
At the beginning of the previous academic year, the institution announced it would drop football at the conclusion of the season. The announcement created pub
you will review current research in Personality and provide a critical evaluation of that personality research through an annotated bibliography. An annotated
In Module 5, we considered the third in our three-part series on research design. Specifically, the focus was on the longitudinal studies, in which the resear
Need help with a similar or different Task?
We have the best writers to help you. Hire Writer Now
