Hospitality Security: Managing Security in Today’s Hotel, Nightlife, Entertainment, and Tourism Environment, Second Edition provides experience-based, proven methods for preventing and resolving the challenges faced by today’s hospitality security staff and leadership.
The lodging component of a hospitality environment creates challenges to the security professional by its complex set of assets and amenities—especially when combined with gaming environments. Whether the reader is establishing, or improving, a professional, proactive proprietary security force, or the manager of a boutique hotel, the practical methods described herein are applicable to everyone. Author Darrell Clifton takes the reader through a logical and methodical process to first evaluate what risks are inherent to hospitality environments, how to assess those risks through threat and vulnerability assessments and methods to mitigate, eliminate, or transfer them.
The book stresses the importance of prevention and investigation into the root causes of incidents as a tool for avoiding future undesirable events. This is especially important in that each registered guest brings with them their own unique set of circumstances, family values, problems, and social issues. The security function must operate to protect their individual rights, their right to privacy, and their desire to enjoy the facilities they are patronizing while contributing to the revenue stream. This must be balanced with the obligation, or duty, to provide reasonable care from foreseeable harm by the hotel to avoid incidents and litigation. Clifton, an experienced industry veteran, clearly establishes and identifies practical, reasonable, and cost-effective ways to accomplish this balancing of guest enjoyment with guest protection.
This new edition includes expanded content on premises liability, security force behavioral recognition, workplace violence, active shooter scenarios, evacuation planning, social media and guest reviews, and hotel scams. Additional coverage on nightclubs and bars has been added including four entirely new chapters on specialized security for events and venues, crime prevention through environmental design (CPTED), advances in technology, and industry trends for the gaming and hospitality sector.
Ideal for novices and veterans alike, Hospitality Security, Second Edition is an accessible, reader-friendly reference that enables security directors to evaluate what risks are inherent to hospitality environments, to analyze those risks through threat and vulnerability assessments, and to develop methods to mitigate or eliminate them—all the while keeping customers and personnel safe and improving the bottom line.
Author(s): Darrell Clifton
Edition: 2
Publisher: CRC Press
Year: 2022
Language: English
Pages: 517
City: Boca Raton
Cover
Half Title
Title Page
Copyright Page
Dedication
Table of Contents
Preface
Prologue
About the Author
What’s With the Pineapple?
1 Risk Assessment
Premises Liability and the Risk Assessment
External Risk Assessment
Internal Risk Assessment
Step 1—Divide the Property
Step 2—List Threats
Step 3—Severity
Step 4—Probability
Gathering Local Crime Data
Police Data and Statistics
Compiling Local Crime Data
Gathering Proprietary Incident Data
Gathering Market Incident Data
Determining Likelihood
Determining Risk
Foreseeability
Notice
Managing Foreseeability
Managing Risk
The Living Document
Talking Risk
What Does Risk Have to Do With Security?
Reacting to Risk
Pre-emptive Risk Assessments
Managing Threats
Many of the Questions That Came From Media and Others After October 1
Reasonable Steps
Security Plan
Crime Prevention
The Crime Triangle
The Physical Protection System
What Is a Plan?
Accident/Incident Prevention
Decisions
Building the Plan
Outlining the Plan
Organization
Job Description
Policies and Procedures
Overall Property
Specific Areas
Incident Action Plan
Summary
2 Policies and Procedures
Hierarchy of Rules
Regulations, Standards, and Other Legal Mumbo Jumbo
Elements
Codes
Standards
Guidelines
Best Practices
Company Policies
Types of Manuals
Policy Vs. Procedure
Company Manual
Security Manual
Training Manual
Building Your Manual
Foreword
Department Policies—Section 1
Organization—Section 2
Employee Policies—Section 3
Posts/Patrol Areas—Section 4
Systems/Procedures—Section 5
Crimes and House Policies—Section 6
Arrests
Emergency Procedures—Section 7
Incident Response—Section 8
Documentation—Section 9
Writing the Manual
Other Sources
Delegation
Compiling
Updates
Summary
Emergency Manual
Hazards and Threats
Starting the Emergency Manual
Testing the Manual
Incident Action Plan
3 Training
Making the Case for Training
Ability
Consistency
Liability
Funding Training
Guest Safety
Liability
Training Culture
Training Manager
Unique Classes
Include Everyone in the Process
Continue the Training From Day One Until the End of Time
Quality In Is Quality Out
Consistency
Training Program
Training Components
Classroom
Training Objective
Basic Laws
Laws of Arrest
Search and Seizure
Use of Force
Use of Force (More Stories Later)
Company Policies
Report Writing
Emergency Procedures
Guest Service
Field Training
Task List
Evaluations
In-Service Training
Defensive Tactics
Documentation
4 Staffing
Guards Or Officers?
Hiring
Recruitment
Job Posting
The Screener
Qualifications
Starting Wage
Loosen Up
Application Process
Interview
Standard Questions
The Questions
Second Interview
Group Interview
Background
Drug Testing
Before Hiring
Orientation
Deployment
Schedules
Minimum Staffing
Wage Structure
Survey
Base Wage
Raises
Training
Experience
Benefits
Reputation
Officer Development Program
Contract Security
Leadership
The Hierarchy
Creating Managers
Responsibility
Supervision
Training and Coaching
Delegation
Managing Managers
Maintaining Morale
Empowerment
Other Morale Boosters
Image
Guards
Recognition
Proper Training and Equipment
Patrol
Overall Property
Physical Protection System
People
Deployment
Work Force
5 Patrol
Basics
Prevention
My Perception of the Recent History of Policing
A Tale of Two Cities
Preventive Patrol
Posts
Post Types
Post Orders
Elevators
Hotel Patrol
Combining Layers
Summary
VIP Protection
Dispatch
Communication
System Monitoring
Documentation
Patrol Procedures
Safety
Parking
Headcounts
Purse Advisories
Loiterers
Eye Contact
Greeting
Patrol Duties
Room Entry
Housekeeping
Marijuana
Service Animals
Wheelchairs Or Other Mobility Devices
Parties in a Room
Underage Drinkers
Domestic Fights
Cooking and Other Unsafe Practices
Door Ajar
Welfare Check
Privacy
Unknown Guest
Room Inventories
Weapons
Room Thefts
Violent Crimes
Restrooms
The Lobby
Lost and Found
Administration
Tracking
Found Objects
Valuables and Cash
Storage
Do the Math
Disposition of Items
Security Measures
Search Stations
Arrests
Refuse Service
Trespassing
Last Resort
Procedures
Video Patrol
Camera Placement
Special Training
Bike Patrol
Escalators
Spas and Pools
Lifeguards
Pool Rules
Safety Equipment
Hot Tubs
Spa Treatments
Chemical Hazards
Pool Parties (Wet Clubs)
Theft
Valet
Employee Theft
Guest Accidents and Injuries
Vehicle Damage
Conventions, Meetings, and Banquets
Event Type
Specific Group
Number of People and Demographics
Alcohol
BYOB
Music
Politics
Admission
Merchandise
Security
Dress and Prohibited Items
Age
Crowd Management
Minor Events
Security Plan
Special Event Permits
Outdoor Events
Parking
Cleanliness
Lighting
Access Control
Security Patrol
Parking Enforcement
Casino Security
Casino Controls
Regulation Hierarchy
Casino Patrol
Detention
Deployment
Innovation
Medical
6 Physical Security and Crime Prevention Through Environmental Design (CPTED)
CPTED
Crime Prevention Through Environmental Design, By Russell Kolins
Exterior Physical Security
Landscaping
Lighting
Put It All Together
Physical Barriers
Walls and Fences
Conclusion
7 Emergency and Incident Response
Major Emergencies
Fire Alarm
Directional Signage
Means of Egress
Doors
Alarm Function
False Alarms
Bottom Line
Fire
Active Shooter
Response
Security Response
Objective
Physical Response
Police Notification
General Procedures
Additional Details
Panic Alarm
Bomb Threat
Medical
Suicidal
Lost Child
Weather—Blizzards, Hurricanes, Rain/Flood, Winds
Earthquake
Power Failure
Indoor Contaminant Release
Outside Chemical Release
Secondary Effects
October 1, Las Vegas Mass Casualty Incident
Recovery
Mutual Aid
Incident Response
Medical Incidents
Domestic Fights
Suspicious Person
Trespass
Room Losses
Value of Item
Crimes in Rooms
Proprietary Loss/Damage
Room Disturbance
Bed Bugs
Major Incidents
Guest-Room Attendants
8 Investigations
Preliminary Investigations
Initial Response
Preparation
Response
Starting the Investigation
Photos
Witnesses
Interview
Evidence
Drugs and Contraband
Report Writing
Format
Narrative
Corrections
Attachments
Next Steps
Retention
Report Writing Software
Investigations
Report Follow-Up
Personnel Investigations
Interview
Victim
Witnesses
Non-witnesses
Character Witness
Suspect Employee
Post-interview Conference
Interrogation
Resignation Versus Termination
Cooperation
Unions
Translators
Burden of Proof
Criminal Investigation
Private Versus Public
Restitution
Workers’ Compensation Investigation
Guest Claims
Triggers
Statements
Witnesses
Analysis
Metrics
Data Sources
More Data Is Better
Analyzing the Data
Slip and Falls
Crime Analysis
Location
Crime Type
Time
Suspect
Other Sorts
Crime Triangle
Suspect
Victim
Location
Off-Property Incidents
Reacting to the Data
Special Operations
Undercover Operations
Outside Agencies
Private Outside Agencies
In-House Operations
Integrity Checks
The Preliminaries
The Setup
Now Some Warnings
The Sting
More Warnings
Covert Cameras
Bag Checks
Drug Testing
Random
Random Testing
Post-accident
Cause Testing
Abandoned Luggage
Risk Assessment
Back Track
Internal Procedures
Official Response
Internal Crime
Employee Crime Stats
Internal Audit
Security Audits
Types of Audits
Performing Audits
Fraud Detection
Accounting
Payroll Scams
Collusion
Credit Card Fraud
Identity Theft
Charge-Offs
Fake Vendors
Cashiers
Voids
Returns
Coupon
Restaurants
Receiving
Outgoing Theft
Receiving Theft
False Orders and Return Thefts
Lost Merchandise
Housekeeping
Security
Background Checks
9 Executive Skills
Finding Your Place
Cooperation and Collaboration
Executive Meetings
Communication
The Boss
Your Staff
Maintaining Morale
Your Peers
Networking
Government Meetings
Associations
Local Trade Groups
Nonprofit Groups
Public/Private Groups
Online
Regional Training
Regional Communication
Mutual Aid
Written Agreement
Sharing of Resources
Regional Disaster Planning
Personal Growth
Your Work Ethic
Stress
Time Management
Delegation
Visibility
Respect
Attitude
Tactical Planning
Budgeting
Basics
What Is It?
Prior Year
Process
Full-Time Equivalent
Wages
Recurring Expenses
Overtime
Benefits
Budget Submission
Your Budget
Capital Expenses
Life Safety
Saving Labor
Security Envy
The Pitch
Security Revenue
Restitution
Parking
Special Events
Lost and Found
Back-Charging
Justifying Security
Crime Rates
Internal Crime
Guest Comfort Level
Terrorism
Making Those Cuts
Creative Scheduling
Briefing
Supervisors
Spending
Procedural Changes
Patrol Areas
Arrests/Reports
10 Nightclubs, Restaurants, and Bars
Alcoholic Beverages
Alcohol
Guest Service
Training
Training Topics
Appearance
Shared Labor
House Policies
Age Requirements
Identification
Crowd Manager
VIPs and Known Persons
Tips
Bottle Service
Prohibited Activity
Dress Code
Prohibited Items
Searches
Weapons
Drugs
Date Drugs
Violence
Pre-violence
Taking Action
Ejections
Occupancy
Staffing Ratios
Restrooms
Emergency Exits
Re-entry
Hand Stamps
ID Scanners
Closing Duties
Posts
Line Control
Door Host
Floor Person
Situations and Procedures
Violence
Ejections
Intoxicated Persons
Trespasses
Use of Force
Policy
Emergency Procedures
Person Down
Fight (Two Or More Persons)
Ejections
Fire Alarm—Sirens and Strobes
Smoke Or Fire
Power Failure
Earthquake
Hurricane/Blizzard/Tornado
Active Shooter/Shots Fired
Restaurants
Slips, Trips, and Falls
Food Poisoning
Allergies
Now the Financial Stuff
Walk-Out
Credit Cards
Bars
Over-Pouring
Over-Serving
Over-Charging
By Russell Kolins
CPTED Concepts
CPTED Basic Principles
Natural Surveillance
Access Management
Territoriality
Facility Maintenance
Order Maintenance
Activity Support
It Starts With a Plan
CPTED Checklist for Venues That Serve Alcohol—Bar Area
Internal Layout
Crowding
Lighting
Outdoor Drinking Areas
CCTV
Entrances and Exits
Staff
Retail
Policies
Shoplifting
Catching Shoplifters
Arrests
Preventing Shoplifting
Retail Staff Training
Store Layout
Cameras and Mirrors
Antitheft Devices
Organized Retail Crime (ORC)
Credit Cards
11 Employee Awareness
Culture Change
Ownership
Communication
Awareness
Security Awareness
Housekeeping
Drugs and Paraphernalia
Parties
Weapons
Prostitution
Safety Hazards
Criminal Activity
Front Desk
Identity Theft
Key Theft/Room Entry
Night Auditor
Vertical Security
Hotel Operator
Credit Card
Vandalism
Long Distance Call
Purchasing Scam
Behavioral Recognition
Step One—Objective
Step Two—Observe
Step Three—Second Look
Step Four—Challenge
Social Engineering
Front Desk
Workplace Violence
Type I—Criminal Acts
Type II—Customer/Client/Patient Violence
Type III—Worker-On-Worker Violence
Type IV—Violence Stemming From a Personal Relationship
History
Conclusions
Anger
Workplace Violence Policy
Developing the Program
Related Policies
Training Program
Threat Management Team (TMT)
Domestic Violence
Conclusion
Valet Parking
Video Cameras
Reducing Obstacles
Back It In
Background Check
Height
The Ticket
Clearance
Theft Claims
Drunk Drivers
Porte-cochère
Concourse
The Point
Podium
Office
Keys
Virus
Virus Overview
Airborne
Ingested Poisons
Contact Poisons
Prevention
Mitigation
Norovirus
Preventing Norovirus
Water Supply
Prohibited Items
Microwaves and Other Appliances
Coolers
Pizza Coupons
Trafficking/Prostitution
End-User
Pimp
Solutions
Front Desk Clerks
Guest-Room Attendants
Valet, Bell, and Concierge
Online Enticement
Child Sex Trafficking
Child Pornography
Prostitution Glossary (Caution: Explicit Language)
Drug Use
Marijuana
Parties
Unplanned Parties
Sales Groups
Squatters
Sub-Letting
Safety
Objective
Culture of Safety
Safety Value
Executive Team
Coordinator
Accountability
Participation
Efficiency
Branding
Program
Compliance
Awareness
Safety Committee
Departmental Inspections
Training
Communication
Safety Newsletter
Safety Wall
Safety Suggestions
Insurance Company
Workers’ Comp
Accidents
Documentation
Risk Management
Restroom Logs
Safety Sweeps
Spill Stations
Escalator Shutdown
12 Technology
Guest Surveys
Guest Satisfaction
Employee Development
Fresh Ideas
Liability
Fire Alarms
Sensors
Panel
Communicator
Types of Alarms
Fire Sprinklers
Metal Detectors
Concerts
Policy
Placement
Settings
Bottles/Liquor
Searches
Wands
Smoking; Re-Entry; In and Out
Cell Phones
Manpower
Crowd Management
Planning
Communication
Direction
Gun Shot Detection
Artificial Intelligence
Anti-Terrorism
X-Ray Luggage
Bomb Dogs
Data Security
Data Investigations
Employee Duress
Tour Tracking
Employee Lockers
Issuance
Key Control
Video
Cameras
Analog and Digital
Digital
Lens Types
Compression
Speed
Analytics
Applications
Facial Recognition
Analytics in Real Life
Deterrence
Detection
Elevator Camera
Investigation
Guest-Room Locks
Elevator Keys
Radios
Report Writing Software
License Plate Recognition
Robots
Armed Security
Off-Duty Police
Contract Security
Proprietary Security
Hiring
Training
Tasers
Weapons Policies
Conclusion
Index
