SECURITY DEPARTMENT

This department is in charge of the security and surveillance of the hotel facilities,
people and goods; in other words, it is responsible for guaranteeing the well-being and
safety of guests, employees and safeguarding the hotel facilities.

1. Objectives

 Taking care of the physical integrity of guests, employees and visitors.

 Taking care of hotel belongings, guests and employees
 Take care of the good image and prestige of the hotel.
 Maintain tranquility in the hotel.
 Preventing criminal acts in the hotel
 Represent the hotel in emergency situations
 Keeping people informed of activities related to hotel security

2. Organization chart

3. Job Description

a) Security Management
 He is the person in charge of the department and will be responsible for the
general custody of the hotel.
Functions:

 Establish, together with the maintenance department, safety standards for

employees in the performance of their duties.
 Periodically check the condition of exits, entrances, emergency stairways
and other safety devices such as fire extinguishers, emergency lights,
firefighting systems, among others that the hotel has.
 Design and implement training programs for all hotel employees on first
aid, evacuation and integral security.
 Determine those areas of the hotel that require greater vigilance.
 Provide support to the accounting department regarding the safekeeping
and protection of the money to be deposited in the safety deposit boxes.
 Establish hotel access controls.
 Instruct personnel on measures to be taken in case of accidents.
 Maintain contact with assistance centers and state security agencies.
 To train the personnel under his charge.
 Signaling danger areas.
 Report to the general manager, the status of the security systems that the
hotel has (emergency lights, fire system, smoke detectors, fire alarms), as
well as situations of theft to guests, lost objects and objects left in the
hotel.

b) Security Assistant

He/she is in charge of supporting the activities carried out by the security

manager and substituting him/her during his/her absence.
Functions:

 Prepare the personnel pre-payroll.

 Verify the attendance of security personnel.
 Elaborate rotating schedules.
 Assign roles and responsibilities.
  Supervise the personnel under his charge.
c) Supervisor

These are the people in charge of inspecting the aforementioned safety

systems such as: emergency lights, fire extinguishers, smoke detectors,
firefighting equipment, among others, the hotel facilities and enforcing safety
regulations.
Functions:

 Supervise the personnel under his charge.

 Report events to the safety manager.
 Periodically inspect the safety devices.
 Support staff check-in and check-out.
 Supervise the correct use of the uniform
 Conduct tours of the different emergency exits.
 Supervise the staff canteen service.
d) Security Agents

These are the persons responsible for the well-being and human and material
integrity of the hotel.
Functions:

 Control access for guests, customers and employees.

 Check in and check out employees.
 Prevent the entry of persons carrying objects that present risks.
 Carry out the floor tour.
 Verify that the rooms are closed.
 Report any type of irregularity in the floors.
 Prohibit the presence and access of unauthorized persons.
 To do tours assigned to him/her.
 Monitor the exit and entry of objects from the hotel.
 Monitor that employees turn in any items found.
 To make the report of the shift.
e) Time Taker

Functions:
  Verify the work material in custody.
 Check the bags, briefcases, purses, briefcases that workers have brought
in at the time of departure and in a polite manner.
 Control the exit of packages of any nature.
 Do not park vehicles in prohibited areas.
 Comply with and enforce compliance with other safety regulations.

4. STATIONERY

 Requisition to warehouse
 Overtime authorization
 Attendance list
 Employee exit pass
 Memorandum
 Outbound parcel pass
 Report of lost objects
 Control for the use of the safety deposit box
 Report of lost cash
 Guest accident report
 Employee accident report
 Format for entry of equipment and tools
 Release of liability for the hotel

5. MATERIALS

 Hand lamps for agents (night tours)

 CCTV cameras
 Metal handcuffs
 Invisible ink and ultraviolet light bulbs
 Motion sensor (to investigate thefts)
 Fingerprint detection and collection equipment
 First aid material.
 Portable time clock for tours

6. SECURITY PROGRAMS
6.1. Fire Prevention and Firefighting
1. Fire Prevention
Prior to the opening of the hotel, a set of actions must be established for
both fire prevention and firefighting. Recommended:
 Structure protected with fire protection materials.
 Emergency stairs to resist smoke.
 Emergency exits in conventions and bars.
 Elevators that automatically return to the lobby in case of fire.
 Automatic spraying system in some areas
 Emergency lighting
 Fire warnings for guests
 Thermoelectric detectors
 Actions to prevent.
 Frequent testing of the hotel's electrical loads.
 Do not place candles in the rooms.
 Close the gas access valves on the stove during the night.
 Use solid fuel when cooking food
 Constantly check fire extinguisher charges

Each hotel, depending on its characteristics, establishes its own safety

standards, but must comply at least with the health and safety regulations
of the Federal Labor Law.
2. Fire Fighting
All employees must be trained to fight any type of fire. It is advisable
that they be instructed as to the different forms that can occur:
Type A: Produced by solid fuels.
Type B: Produced by flammable liquids and gases.
Type C: Produced by electric current.

Employees should know where hoses, extinguishers, and other types of

firefighting materials are available.
When a fire is discovered, it should be extinguished before it spreads, in
case it is extensive:
  The telephone operator will be called who will call the fire department,
the maintenance department and reception.
 An authority is established to direct combat maneuvers.
 Employee groups will be established to:
 Evacuation of guests
 Firefighting crew.
 Rescue of documents and belongings.
 There will be a communication system between employees and
guests.
 Fire drills.
 At least two drills should be conducted every year.
 They must be organized and coordinated by: the human resources
manager, maintenance manager and safety manager.
 It is recommended that the local fire department be invited.
 All employees must attend these drills, which must be held in the
morning and afternoon.
6.2. Area Lighting
The head of security should provide ideas on lighting in certain areas where
crimes may be committed.
Some of these areas may include:
 Parking
 Surrounding areas and boundaries
 Service areas
 Aisles
 Swimming pools
 Warehouses
 Employee locker rooms
 Maintenance areas
 Offices

6.3. Protection of cashiers

 During the night shift, three or four cashiers will come off work, carrying
reports and cash proceeds in an envelope. Security agents will be able to
 guard these employees on their way from the departmental cashier's office to
the place where they will deposit these envelopes. Some of these cashiers
are: cafeteria, bar, banquet cashier, etc.
 When a cashier transports a large amount of money, whether for simple
transfer or payroll purposes, the security department will be asked to provide
immediate protection and surveillance.

6.4. Theft Prevention

1. Guest Theft Prevention
Among the most important measures, the following should be taken into
account:
 A notice notifying of the hotel's non-liability for loss of money and
valuables must be placed in the lodging regulations, registration card and
notices in each room.
 Receptionists must verify the guest's name when handing over the key.
 Chambermaids must not open the rooms to strangers.
 Hotels that still use metal keys must have a better control of them; it
must be precise, charging a certain quality to the guest who does not turn
it in or misplaces it.
 Periodic rotation of the cylinders of the room sheets should be done.
 The master key must be well controlled.
 Chambermaids should not lend their room keys to anyone.
 Continuous tours of the hotel should be made by security agents,
especially in room areas.
 Telephone operators must verify guests' last names before calling them
to their rooms.
 Good night lighting should be provided.
2. Hotel Theft Prevention
Among the most important measures, the following are recommended:
 Box boundaries must be established.
 Security agents must accompany cashiers when transporting cash.
 Special care should be taken when several days' deposits are pooled
because the bank has been closed.
 The safe should not be opened in the presence of strangers.
  If the key to an important place is lost, the plate must be replaced.
 Cash registers must be closed, except when the transaction is made.
 Strict control of checks, orders and invoices must be maintained.
 Long distance calls must be monitored (periodic verification).
 Late departures must be controlled.
 The equipment brought in and out of the hotel by group and convention
organizers must be controlled.
 The garbage should be checked periodically.
 The review of packages that employees take out of the hotel must be
done.
 The perimeter area of the hotel should be monitored.
 Prospective hires, especially cashiers, should be thoroughly screened.
 There must be strict control of deposits made for reservations.
 Strict policies should be in place for accounts receivable.
 Guest balances should be checked daily.
 The tool used in maintenance must be controlled.
 The hotel's vehicles must be controlled.
 A night audit log should be prepared.

6.5. Thefts at the Hotel

Hotels are daily victims of criminals who take advantage of the lack of
control and surveillance to commit robberies.
These people can be:
a) Employees of the hotel itself.
b) Temporary employees (working in banquets and events).
c) Outside employees (telephones, fumigation, carpet cleaning, etc.).
d) Masons (repairs and remodeling).
e) Suppliers (gas, soft drinks, seafood, vegetables, etc.).
f) Clients (restaurants, bars, banquets).
g) Guests.
h) Convention and event organizers.
i) Musicians and variety artists.
 Some of these people steal objects that belong to the hotel, which is why the
security department must be constantly vigilant.

6.6. Theft and Loss of Objects from Guests

In the event that a guest reports the theft of jewelry, valuables or money from
his/her room, you should proceed as follows:
a) Isolate the guest, take him/her to an office and interview him/her in private.
b) Listen to it carefully.
c) Please refer to the article of the hotel's rules and regulations, which states
that the hotel is not responsible for items not deposited in the safety deposit
boxes.
d) Indicate to the guest that an investigation will be made.
e) Invite you to fill out the security report or lost report.
f) Summon the guest several hours later to inform him/her of the results of the
investigation.
g) Initiate the investigation.

Important Recommendations
 Note in the report if the guest makes a report to the Public Prosecutor's
Office (number, date and name of the agent).
 Note on the reverse side the names of the employees who worked that shift.
 Keep a file of thefts (by areas).

6.7. Lost Report

 It is convenient to have this form printed when receiving a report from a
guest about the loss of an object or cash, which should be filled out by the
guest himself after the report has been made.
 This report asks for data that helps a lot in the investigation, and also asks
the guest some aspects such as: type of object, brand, model, price at which
it was bought, when it was bought, where it was bought, etc.
 On some occasions, when asked for a copy of the invoice, guests present
invoices for items that they did not report as stolen.
 It is also very important to ask the guest if he/she is traveling insured and, in
the case of tourists, if he/she filed a declaration with customs for valuables
reported stolen or lost.
The report must be signed by the guest, along with the security manager and
another hotel executive.

6.8. Investigation of Loss

a) Forgetfulness in the room: Search in the closet, drawers, mattresses, floor,
clothes, ducts, guest's clothes, shoes, dirty clothes, terrace, under the beds,
guest's luggage, etc. (This check is made by the security supervisor and the
housekeeper or supervisor on duty with the supervision and authorization of
the guest).
b) Forgetfulness in other areas of the hotel: Search in: hallways, garbage
cans, laundry, pools, gardens, restaurants and bars, sports courts, beach,
lobby, entrance, public restrooms, left luggage office, maid stations, parking
lots, luggage storage, etc.
c) Forgetfulness outside the hotel: Go to look for all the places where the
guest has been: cabs, stores, tour buses, yachts, parties, restaurants, bars, etc.
1. Investigation of Individuals
a) Hotel employees: Chambermaids, supervisors, bell boys, waiters,
housekeepers, waiters, bar attendants, laundry valets, etc. (all employees
who have room access keys).
b) External employees: Telephone operators, fumigators, painters,
bricklayers, etc. (people who go to work and are employees of other
companies, garbage collectors, people who pick up materials at the end
of congresses and conventions, musicians, etc.).
c) Guests: Investigate them, their acquaintances and relatives and the
person who reported the theft, as well as any suspicious person.
d) Customers: people who go to the restaurant or bar to eat and who are
not staying at the restaurant or bar.
2. Location search (Possibility that the stolen object is hidden somewhere)
Employee lockers, garbage, surrounding areas, gardens, ducts, employee
belongings, waiters' stations, packages that employees take home, flower
pots, plants, etc.
 3. Self-theft (Investigate the same customer who reported the theft)
a) Who is it?
b) Did you arrive with a reservation?
c) Regular customer?
d) Cash balance?
e) Credit cards?
f) Type of car?
g) With whom do you travel?
h) Company where you work?
i) Have you stayed in other hotels?
j) Behavior?
k) Did you declare the items at customs?
l) Do you travel insured?

6.9. Loss of cash to the guest

Although the hotel is not responsible for the loss of money not deposited in
the hotel's safe deposit boxes, some guests have complained about this fact.
Many hotels are visited by professional scammers who try to circumvent
the hotelier's good faith in order to demand payment of a certain amount stolen
from the hotel itself. The technique used by this type of people is to blackmail
the hotel by indicating that they will make a real scandal through the press,
embassies or consulates and their friends in the government, since most of the
guests claim to be very influential.
The guest should be asked to fill out a special questionnaire designed for
this type of event and sign it at the end. (It is very important to ask the guest
for identification and in case of a foreigner, the passport, to make a photocopy,
which is attached to the report).

6.10.Waste

It is truly incredible how costly it is for hotels to adopt certain attitudes that
directly or indirectly cause waste of material and human resources, the most
common of which are the following:
 Lights on in living rooms and unoccupied rooms.
  Lights on during the day in open areas.
 Stoves lit for 18 hours a day that are actually underutilized most of the time.
 Water leaks in toilets and urinals due to valve and gasket failures.
 Air conditioning system operating in unoccupied rooms, bars, lounges.
 Rooms blocked for simple repairs for a long time, when the hotel is full.
 Use of hotel vehicles for private employee business.
 Inappropriate use of office supplies and note paper.
 Lack of control over copiers.
 Poorly used linens, mainly by chambermaids who use towels to clean the
room and stewards who use napkins and tablecloths to clean the stoves.
 Cleaning supplies and items poorly used by personnel, due to lack of training
or motivation, especially detergents, acids, soaps, deodorants, etc.
 Excessive food purchases.
 Very large portions in the dishes.
 Lack of control of refrigerator and cold room temperatures.
 Lack of standard bar and kitchen recipes.
 Waste of human resources by not giving breaks, leaves or vacations during
periods of low occupancy.
Safety officers should avoid and report actions that cause waste.

6.11.Control of employee drawers

Employees will be given a drawer to store their belongings while working;
they, in turn, will be required to purchase a padlock and leave a copy of the
key in the time clock.

This is for the purpose of:

 Request a copy from the time taker.
 Periodic checks to detect possible theft by employees.

Important note: Checks to the drawers must be made by three people: the
security manager or security assistant, the personnel manager and the union
representative. In case of finding objects belonging to the hotel, a report of the
fact must be made and these persons will sign as witnesses.

6.12.Time clock
 This location will be under the direct supervision of the security manager
and will have the following main objectives:
 Control the entry and exit of employees.
 Control of temporary personnel
 Control employee time cards
 Monitor absences, tardiness and overtime.
 Control incoming and outgoing packages by plant and temporary staff.
 Keeping some keys (laundry, shopping, personnel, etc.)
 Safeguarding hotel vehicle keys.
 Prepare some reports requested by the personnel, security and accounting
departments.
 Oversee compliance with the internal work regulations.

6.13.Checkout of objects from the hotel

All items removed from the hotel by regular or temporary employees must
be supported by a check-out pass authorized by the respective department
head, which must be given to the time taker.
Food and beverages taken out of the hotel must also have the authorization of
the food and beverage manager.

6.14.Forgotten objects
Agents must ensure that all objects found by employees are reported. It is
recommended that the following rules be observed:
a) Objects found in the lobby: Leave them at the front desk for two hours
and then send them to the housekeeper.
b) Objects found in cafeteria or bars: Leave them in the box and then send
them to the housekeeper.
Very valuable items should be kept in the safety deposit box, after having
been checked in at the housekeeping department.
Employees should be rewarded for their honesty by giving away items that
were not claimed after a certain period of time.

6.15.Pool safety
 In order to achieve more adequate guest safety, the following should be
done:
 Mark the depth on the banks.
 Have cork line to indicate depth differences.
 Assign the schedule for its use.
 Have a lifeguard.
 Post a notice indicating: Hours, private use for guests, no food and
beverages allowed, no animals allowed, no drunken persons allowed.

6.16.Accidents to guests and employees

When an employee has an accident within the hotel, the security
department must be notified and the employee must be taken to the
corresponding clinic. This will be noted in the security reports and a copy will
be passed to the personnel manager.
In the event of an accident, the hotel doctor will be called and in serious
cases, the ambulance will be called immediately.

6.17. Sick guests

 It is convenient for each hotel to have the support of two physicians, so
that they can be taken immediately when the guest requests the service.
Generally, there is a regular physician and an alternate physician, who can
be reached 24 hours a day. In the event that the regular physician is busy or
out of town, the alternate physician should be called.
 Upon learning that a guest is sick, it is suggested to call the hotel's doctor,
who will charge his fees directly to the guest. Medicines will be bought by
the bellboys and must also be paid for by the guest.
 A log book is available at the front desk or at the reception desk where the
physician must record your visit (date, room number, name and type of
illness diagnosed). In the event that the disease is contagious, the physician
must report the fact to management.
 The public relations department should keep statistics on guest illnesses
(diarrhea, burns, etc.).
6.18. Tours of the hotel areas
Supervisors should assign tours to be performed by security agents, but
calculate the time for each one of them. The following is recommended during
these tours:
 Ensure that the offices are closed.
 Detect strangers.
 Report the respective place, abandoned objects.
 Report open room doors when guests are not inside.
 Detecting lamps that are unnecessarily lit during the day.
 Locate water or fuel leaks
 Report employees who are out of their work area.
 Report trash in some areas
 Report abandoned luggage.
 Report the presence of animals in the hotel
 Report scandals.

6.19. Deceased persons

In the case of finding the deceased guest, proceed as follows:

 The room should be locked and no one should be allowed in.
 Call the Red Cross or the Green Cross (depending on the city), and report
the incident to the Public Prosecutor's Office agent assigned to that
location.
 The persons who received the call should be asked to enter the hotel
through the service door.
 The hotel staff should be given every facility to make their statement.
 Permission must be requested from the agent of the Public Prosecutor's
Office to pack the guest's personal belongings (prior inventory in front of
witnesses).
 If the police decide to take the belongings, an inventory must be taken and
a copy will be left with the hotel.
 Authorization must be requested to re-rent the room.
 All guest data must be provided to the authorities according to the
registration card.
  If the deceased guest is a foreigner, the respective embassy should be
called.
 Every effort should be made to notify the relatives of the deceased.
 Every effort should be made to ensure that the news does not spread.
 Hotel staff should be prohibited from making comments to other guests.

6.20. Strangers in the hotel

Security agents must perform these actions:
 Do not allow entry to street vendors and beggars.
 Prevent strangers from enjoying the facilities intended for guests
(swimming pool, tennis courts, games).
 Do not allow unauthorized entry of student groups.
 Proceed vigorously with prostitutes who come to the hotel for clients.
 Monitor when employees come in to make repairs to electricity,
telephones, etc.
 If these persons are found in areas where there are hotel securities and you
cannot explain the reason for their stay, the police should be called.

6.21. Notices to guests

These are messages posted in rooms, registration cards or public areas to
inform guests of certain security policies for their own protection.

6.22. Parking

Persons in charge of the parking lot should be aware of the following aspects.
 Note on the parking ticket if the car arrived damaged, and indicate where.
 Ask guests not to leave their valuables inside the car.
 Drive slowly.
 The cars of guests who stay there for several days should be placed in a
special place for better control.
 Plates should always be noted.
 Note the cars that do not have license plates.
 Do not deliver any car without a receipt.
 Notices should also be posted.
 Security officers should include during their tour the parking lot and report:
 Open vehicles.
 Vehicles struck.
 Suspicious vehicles.
 Abandoned vehicles.

6.23. Prostitution

Prostitution is one of the most damaging aspects of a hotel's prestige.

Receiving this type of clientele causes the following problems:
 Deterioration of image and prestige.
 Scandal problems.
 Problems of theft in the rooms.
 Murder of guests.
 Sanitation problems. Strategies should be put in place to avoid this type of
clientele.

a) Preventive Measures
 Deny rooms to couples without luggage who attempt to use the rooms
for sexual relations.
 Deny rooms to persons (women or men) whose appearance is
detrimental to the hotel's image.
 Monitor elevator and entrance areas to prevent the entry of prostitutes.
 Deny entry to rooms to unregistered persons.
 Deny room to drugged or intoxicated persons.
 No direct access from the bar to the rooms.
 Do not search people in the hotel bars.
 Deny room to men dressed as women.
b) Corrective Actions

In the event that a guest who is checked into his room attempts to
introduce a woman to his room, the following procedure will be followed:
 Before entering the room, an attempt is made to speak to the guest
alone without the woman accompanying him/her overhearing the
conversation.
 Please be advised that according to the hotel's internal regulations,
visitors are not allowed in the rooms.
 In case the guest indicates that the woman is his wife, he will be asked
to please check her in at the front desk and record her signature on the
same guest registration card.
 When the woman arrives at the front desk, she is given a test to
determine whether or not she is the guest's wife: she is asked to write
down on the back of the guest's registration card the guest's full name
with both last and last names and address. If it does, it will be
compared with the data recorded at the guest's entrance (in the case of
a prostitute, it will not recognize the full name, much less the address).
If you provide complete information, we wish you a pleasant stay and
welcome you. (Never judge a woman by her face, makeup or
appearance).
 In the event that the guest ignores the indications and forcibly
introduces the woman to his room (without authorization), do not make
a fuss, but simply report it to management so that the next day they can
ask the guest to vacate the room immediately. The use of force to
remove a woman from the room is not recommended, as this can cause
major problems.
 If during the night shift (or in the early hours of the morning), you
notice a man or woman leaving a room, you should not tell them
without first investigating the number of the room they came from and
checking with the guest about any damage or possible theft from
persons. If an adequate explanation is not received, the police may be
called to investigate.
 Occasionally, some women (especially tourists) want to bring men into
their rooms; men should be told that they may enter for some reason,
since if they do, the police will be called for their own safety.
7. Emergency manual for employees

It is very important to have this type of manual, because since the hotel is in
operation 24 hours a day, problems can arise and the employees on duty sometimes
do not know how to solve them. Each hotel should prepare this manual in
accordance with its policies and procedures.
It is recommended that you include the procedures to be followed in the
following situations:
 Sick guests.
 Outrageous guests.
 Deceased guests.
 Guests injured inside the hotel.
 Guests injured outside the hotel.
 Guests in prison.
 Guests who have already left and abandoned their luggage.
 Guests (men and women) arriving drunk at the hotel.
 Guest who says he was robbed at the hotel.
 Late guests in the elevators.
 Guests who commit suicide.
 Fires in the hotel.
 Bomb threat.
 Theft of customers' cars.
 Theft of objects left inside the guest's car.
 Guests who do not want to pay the bill.
 Damage caused by customers.
 Guest who wants to introduce a prostitute to his room.
 Damage committed by the host.
 Lack of electric power.
 There is no water in the hotel.
 Guest who says his car was hit in the parking lot.
 Earthquake.
 Assault on an ATM.

This emergency manual should always be at the reception desk, and all
department managers should have it.
 One of the hotel industry's current policies is to have a manager or executive on
duty 24 hours a day, 365 days a year. Some of these "on-call executives" have not
been trained to deal with emergencies so they must know this manual inside out.

8. Logbooks

These are notebooks used by the security department; the most common are:
 Pending shift.
 Vehicle keys.
 Warehouse keys.
 Room keys.
 Office keys.
 Refrigerator and cold room faucets.
 Minutes of meetings of the security department.
 Security reports.

9. Department archive

It is essential for the security manager to have in his office a file of:
 Copies of the reports sent.
 Memoranda received.
 Event notifications.
 Pending notebook.
 Security personnel file (copy of reports of each agent).
 Data of each employee.
 Internal labor regulations.
 Internal rules and regulations for lodging.
 Job descriptions of security personnel.
 Safety procedures.
 Copy of the security program.
 Copies of meeting minutes.
 Archive of hotel thefts.
 Work shift.
 Outbound passes for packages.
10. Confidential information

Every day hotels collect a great amount of personal data from their guests, which
means that the hotel has a database with all this information, which implies a great
responsibility since it is private information of the guest; the data it has are:
 Room reservation.
 At the time of check-in
 During consumption at the bar or restaurant.
 When a lawsuit or claim is filed.
 In case the customer registers in a loyalty program.
 At the time of completing the satisfaction survey.
 When participating in a contest organized by the establishment.

Hotels collect and process this information to improve their management and for
accounting or administrative purposes, such as:
 The creation and preservation of documents required by your country's
accounting standards.
 Internal management of lists of customers who presented any inconvenience
related to payment or generated incidents at the site.
 During consumption control: telephone, bar, Wi-Fi and video, among other
services.
 By controlling access to the rooms.
 By analyzing your customers' needs and preferences.
11. Photos and videos of the hotel

Guests are prohibited from such activities and may only take photos or record
videos in public areas.
In order for any person to obtain videos of service areas (kitchen, laundry,
maintenance, warehouses, accounting, etc.) he/she must be authorized by the hotel
management.

12. Garbage monitoring and control

 Security agents should check the garbage to be removed from the hotel on a
daily basis since sometimes objects that are useful to the hotel are thrown away and
in other cases objects are stolen in the garbage.

13. Radio use

In many hotels security employees use radios to communicate with each other,
the following rules are recommended for their correct use:
 Speak in code.
 Use the appropriate volume.
 Only deal with brief matters.
 In case of long issues, please indicate the extension.
 Talk only about work matters.
 Taking care of our vocabulary.
 Check battery charges daily.
 BIBLIOGRAPHY .

 Báez Casillas, Sixto. (2010). Hospitality. Mexico City: Corunda.

 Soto Crespo, Yelitza del Carmen. (2008). Procedures manual for the security
department of the Marina Bay Hotel (undergraduate thesis). University of
Oriente, Venezuela
 ANNEXES

Figure 1: Sheet for filling out the guest baggage inventory

Figure 2: Sheet for filling out the requirement for warehouse items.
Figure 3: Staff attendance list and overtime authorization sheet.
Figure 4: Authorization form for employees to remove objects from the hotel

Figure 5: Card for monitoring the use of the safety deposit box
Figure 6: Format for reporting a guest's missing object
Figure 7: Format for reporting the loss of cash
Figure 8: Format for filling in equipment and tools entry form for the hotel
Figure 9: Warnings to guests in case of fire