The guest, who comes to a particular hotel, comes with an understanding that he and his belongings both will be safe and secure during his stay at the hotel. At the same time it is also quite important that the hotel staff and assets are protected and secure. Hence it is very important to have a proper Safety and Security system in place to protect staff, guests and physical resources and assets such as equipment, appliances buildings, gardens of the hotel and also the belongings of the guest. Safety and Security is always the first priority towards guest service.


about hotel Safety and Security

The management must take care that the Safety and Security systems cover the following areas:

  1. Guest: Protection from crimes such as murder, abduction and health hazards from outsiders, hotel staff, pests, food poisoning etc.
  2. Staff: Providing staff lockers, insurances, health schemes, provident funds etc. Protective clothing, shoes, fire fighting drills, supply of clean drinking water use of aqua guards, sanitized wash rooms etc.
  3. Guest luggage: Secure luggage store rooms and proper equipment such as luggage trolley and bell hop trolley should be provided.
  4. Hotel Equipments: Lifts, Boilers, Kitchen equipment, furniture fitting and building etc. must be protected and for these the Safety and Security should cover up fire safety equipment, bomb threat security system, water floods security system, earthquake security system , safe vault safety and security system etc.
  5. Protection of raw materials, goods, provisions and groceries etc. For this the safety and security system should cover proper storage and pest control systems, apart from the application of total material management system.
  6. Protection of Funds:


  1. Physical aspecttypes of Safety and Security
  2. Safety and Security of persons
  3. Safety and Security of systems

1) Physical aspect is divided into two parts a) Internal b) External

  1. a) Internal security
  1. b) External Security

2) Security aspects of persons

  1. a) Staff
  1. b) Guests:is safety locker secure ? hotel guest Safety and Security
  1. i) Provide wide angle door viewer, dead bolt locks, night torch, chains on doors etc
  2. ii) Employees should be trained to not give any information about in-house guests to outsiders.

iii)While issuing a duplicate card key ask for identification if in doubt of the guest.

  1. iv) House keeping staff should never leave keys expose on unattended carts in corridors

3) Security aspects of systems

The term system implies the operations of the hotel eg: all the equipment used for operation, procedures laid down for operations and policies to be followed. Systems procedures and policies if followed properly shall safeguard the assets and increase life span of equipment as well as avoid any breakdown maintenance

This would mean the following:

10 important Safety and Security measures necessary in hotels: 

  1. Key Card Locks: Guest room locking systems these days include punch and magnetic key cards which have10 important Safety and Security measures necessary in hotelslocks with flash memory and other functions. The system can directly be linked with PMS.
  2. Security Guards: Trained security guards working 24-hours every day to provide the best in safety and security for the guests.
  3. Security Cameras: Security cameras with digital technology, intelligent access central system, software interface with CCTV for matching undesirable visitors and criminals, along with metal detectors, and spy cameras and use of biometric readers like hand key reader or face recognition system etc.
  4. Fire Alarms: Smoke detectors and fire alarms in each guest room and throughout the entire complex that is monitored 24 hours a day, 7 days per week that pinpoints the exact point of the alarm allowing our security staff to respond immediately to the area of any alarm condition.
  5. Emergency Power: Provision for emergency power in case of a power cut to provide uninterrupted guest service.
  6. Emergency Manual: Hotels maintain an emergency manual, detailing exits and help in the event of a variety of emergencies.
  7. Employee Photo ID: For added security, some hotels have employees wearing a photo ID nametag allowing quick identification.
  8. In-Room Safes: In addition to the safety deposit boxes offered by most hotels at the front desks, Some hotels provide in-room guest safes capable of holding a lap-top computer that use the guest’s own credit card as the key.
  9. Guest elevators
  10. Defibrillation Units: A life saving device in case of heart attacks, defibrillation units are starting to be deployed among police and emergency personnel across the nation.

Bomb threat security:                                            

Precautions and measures that may be taken in the above case:

Safety and Security measures for women hotel guests

Safety issues

It is the management’s duty to ensure “safety” in several areas, such as:

This is followed by:   

FIRE in hotel:

Fires in the hotel may result in the injury and loss of life of both the guests and the staff.

Main causes of fire are:

  1. i) Smoking:security and fire in hotel

-Smoke only where allowed.

-Put out cigarettes in the right place.

-Sufficient ash trays should be provided in eating places and in rooms, but away from   curtains and draperies.

-Educate the guests about fire possibilities due to smoking.

  1. ii) Defective wiring, faulty appliances and motor and worn out insulation. Such hazards should be immediately reported to the concerned person and such equipment should be immediately repaired

iii) Laundry Areas: Care should be taken to see that none of the electrical equipment is left on after use

iv)Gas leaks: Precautions should be taken against this especially in kitchen areas.

  1. v) Combustible waste: Combustible material should never be left near the boiler room
  2. vi) Kitchen: All equipment such as chimneys, exhausts, ventilators, grills, hoods etc. which collect a lot of fume vapor and catch fire easily should be cleaned regularly.

vii) Elevator shafts: These require constant check and inspection. Cigarette butts can ignite the debris and oils that gather at the bottom of elevator shafts.

Types of Fire and fire extinguishers:

Hotel personnel are trained about the fire protection procedure and the types of fire. They must be able to recognize the various type Air contains O2 which is necessary for combustion. Fire has been classified in 5 categories depending on how they can be extinguished-

  1. Class A Fire- It is the fire of wood, paper, linen and similar dry materials. They are extinguished by cooling and quenching effect of water. The water reduces the temperature of burning substances below their combustion temperature. These are the most frequent and easiest to extinguish when there is an ample water supply and when water can be directed on the combustible material .Keeping the other combustible material wet will limit the spreading of fire
  2. Class B Fire-These include fires of oil, gasoline, grease and other petroleum product. These fires are extinguished by blanketing the source of burning substances and eliminating the supply of OPetroleum products is lighter than water and will float on water and continue to burn and spread by means of flowing water to other section of the building, hence water is never used for this category.
  3. Class C Fire-These are the fires of pressurized gases. For e.g. L.P.G., most of the gases are lighter than air but L.P.G. is heavier than air. Water is not to be used for this class of fire.
  4. Class D Fire-These are fire of metals having low burning temperature for e. g. Na, Mg etc. This class of fire does not exist in the hotel.
  5. Class E Fire-These are electrical fire. The fire extinguishing agent must not conduct electrical energy which could spread the fire. Electrical fires are usually blanketed and cooled down. Water is a good cooling agent but it also conducts electricity, so it is not used to control or extinguish this class of fire. Electrical fire is usually caused by a part of circuit overheating or by short circuit. Controlling the sizes of electrical fuses and circuit breaker will often minimize this class of fire.

There are 2 systems of fire protection

  1. Portable fire extinguisher.
  2. Stationary fire fighting system.
  3. Portable fire extinguisher

Soda acid fire extinguisher- It is used for class A fire. The extinguishing agent is H2O.The fire extinguisher is a cylinder type of pan in which a rubber or flexible hose is attached to the top. When it is desired to use the extinguisher, it is carried to the fire and inverted. A small bottle of acid usually H2SO4 is spilled when the cylinder is inverted or turn upside down. Powdered sodas, bicarbonate of soda (Baking Soda) is mixed with H2O when the tank is charge or fills with water. The chemical reaction of acid and soda water creates a pressure which forces the water out of the cylinder or tank. The hose is used to direct the flow of water to the fire. It has 2 disadvantages:-

-It must be kept away from freezing

-Acid causes corrogen problem which reduce the life of the tank or cylinder. The corrogen problem has been minimized by replacing the acid with CO2 cartridge. Upon the cylinder inversion the cartridge opens and releases CO2 gas under high pressure. The high pressure gas than forces the water out of cylinder.

CaCl2 fire extinguisher-It is also used on class A fire. . CaCl2 is a salt which when added to water form brine which has very low freezing temperature. CO2 cartridge is used as pressure agent to force H2O and CaCl2 out of the cylinder to the fire. These extinguishers are used where freezing is a potential hazard

Foam type extinguisher-It is used on class B type of fire. The extinguisher is charged with special chemical (Al2SiO4), the chemical spread on the burning material and the solution, blanket the fire by excluding O2.

CO2 fire extinguisher- It is used on C, D and E class of fire. The CO2 types spray a chemical fog towards the fire. The fog quickly excludes the O2 from the burning material and blanket the combustible material.

D.C.P. extinguisher- It can be used on C, D and E class of fire. The most common extinguishing agent is sodium bicarbonate or plain baking soda. The extinguisher is charged with the dry chemical and a small tank of CO2 gas. The CO2 gas exerts pressure on dry chemical and forces it out of a nozzle directly to the fire. The powder strict the fire and the heat from the fire breaks down the chemical which releases CO2 gas on a large scale which helps in extinguishing the fire.

  1. Stationary fire fighting system

Automatic sprinklers-It is generally mounted just below the ceiling height with a temperature detector or smoke detector, attached with each sprinkler. The temperature from the fire melts the fusible link on the detector, which opens a water valve. The water is then sprayed on the ceiling and falls on the floor, extinguishing the fire. If the fire area should spread, more sprinklers are automatically opened, thus confining the fire to a small area. The temperature detector can be purchased for different activating temperature. The high temperature detectors are often used in kitchens.

Fire Hose System-It is a semi portable system. In this system the fire hose box is permanently located but the flexible hose can be moved to various distances throughout the building. The hose used to fight fire within a building should be of linen type. The linen allows some water seepage through it which will prevent its burning when in use.


Apart from fire and bomb threat etc. the front office staff at some point of time have to handle a lot of unusual situations also. Some such situations may be death and illness of guests, theft in hotels etc and many others.

1) Death of a guest in the hotel :

Once the information comes to the front desk it should directly be reported to the front office manager.

The front office manager will then report it to the GM or resident manager

The security manager should also be informed immediately

The police is informed and the hotel doctor is summoned who will check and confirm the death

Meanwhile the hotel will locate the residential address of the deceased and will inform the relatives.

Once the police complete all formalities and activities and gives the permission, the dead body is fully covered and then removed from the room on a stretcher. For this purpose the service elevator and not the guest elevator is used

A death certificate is obtained from the doctor

A report should be prepared as to who informed of the death, time,, room number and date of death. In case there is any luggage of the deceased in the room a list should be prepared and the luggage should be kept in the luggage room and the person performing this activity should sign this report

The guest room is locked and sealed.

After obtaining clearance from the police the room is opened and thoroughly disinfected and spring cleaned and only after permission of the police and subsequent permission of the GM or resident manager the room should be sold.

Some important facts to be kept in mind are:

Do not enter the room alone always take the lobby manager and security officer with you

In case you are aware that the deceased was under the treatment of a specific doctor, the same should be called instead of the hotel doctor. His physician will also be helpful in knowing and notifying the incident to the relatives and people known to him

Do not disturb the body or touch anything before the arrival of the police as this may be a murder or suicide case.

2) Handling accident cases:

The accident book:

3) Situation of Theft:

Theft is divided into four categories:

  1. Theft by employees of the hotel can be avoided by:

Work business and personal references should be checked before the employee is hired.

A detailed record of all employees who enter the guest room such as chamber maids bellboys room boys maintenance etc

All hotel keys should be returned to the department concerned and no employee should be allowed to take keys out of the hotel’s premises.

  1. Damage of hotel property by the guest can be avoided by:

The hotel staff should identify the main cause for the damage.

If the damage is appears to be done intentionally the hotel can ask the guest to pay compensation for the same. For this it is necessary that the front desk is well versed with the cost of the damaged item.

III. Theft of hotel property by the guest:

Can be avoided by taking the following steps:

  1. Theft by outside visitors can be avoided by:

4) Situation of illness and epidemics:

The receptionist may be called for assistance during sickness of a guest.

Patient should be advised to consult the house physician but in case the guest has his own physician the same should be called.

Housekeeping needs to be notified about the sickness and instructions if any

If the case of serious sickness, the guest should be moved to a nursing home

During epidemics all precautionary measures especially in food and beverage service area should be followed.

5) Handling a drunk guest :

The guest should be removed from the lobby as early as possible but being careful not to irritate/offend him.

Preferably taken to the back office or to his room.

If he behaves unruly, the hotel security must be called.

Safe deposit facility in the hotel for security of guests’ valuables:

It is the responsibility of management to develop and maintain proper safe deposit procedures for its property.

If this facility is available for guests, notices regarding it should be put up in various conspicuous/noticeable places in the hotel and also should be mentioned to the guest.

Safe deposit boxes should be located in an area, in vicinity of the front desk and which has limited access. Unauthorized guests or personnel should not be permitted inside the area.

Front office staff should be well-versed with the procedures regarding safe deposit boxes. Strict control should be maintained for the storage and issue of safe deposit keys.

At any point of time there should be only one key issued for each safe even if more than one person is using the safe.

Two keys are required to open a safe deposit box: one being the guest’s key and the other being the control key/guard key put in by the cashier/safe deposit attendant.

After the verification f the identity of the guest, the safe deposit attendant/cashier should accompany the guest to the safe deposit area where in clear sight should make use of the control key and the guest’s key to open the safe.

Sometimes the hotel may not be able to meet the demand for individual safe box; in that case a large box containing the belongings of more than one guest is used. Each guest’s belongings are put in an envelope which is sealed. The key to this box is stored in a secure place and a log is maintained which records an entry each time the key is used to open the box. Contact us for more information.