| Department: | Security | Section: | Security |
| Reference #: | Approved by: |
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| Subject: | SOP | ||
| First issued by: | Date: |
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| Last revised by: |
| Date: |
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| Pages: |
| Related Information: |
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TABLE OF CONTENTS
TASK PAGE
TASK 01: Read Daily Activity Sheet/ Log Book................................................................... 4
TASK 02: Radio Phone Procedures.................................................................................................. 5
TASK 03: Radio Phonetic Codes....................................................................................................... 6
TASK 04: Emergency Call Codes/Call Signs........................................................................... 7
TASK 05: Radio Communications................................................................................................... 8
TASK 06: Security Assistance To Other Departments............................................... 9
TASK 06: Security Assistance To Other Departments (cont'd)........................ 10
TASK 07: Notify Security Manager............................................................................................ 11
TASK 08: Departure Check-Point................................................................................................... 12
TASK 08: Departure Check-Point (cont’d).............................................................................. 13
TASK 09: Mail................................................................................................................................................. 14
TASK 10: Bicyle/Tricyle Park............................................................................................................ 15
TASK 11: Officer’s Conduct................................................................................................................ 16
TASK 12: Monitoring Suppliers & Contractors............................................................... 17
TASK 13: Key Audit.................................................................................................................................... 18
TASK 14: Periodic Trash Inspections...................................................................................... 19
TASK 14: Periodic Trash Inspections (cont’d)................................................................. 20
TASK 15: Package Pass............................................................................................................................. 21
TASK 16: First Aid..................................................................................................................................... 22
TASK 16: First Aid (cont'd)............................................................................................................... 23
TASK 17: Medical Emergency Procedures............................................................................... 24
TASK 18: Maintaining Oxygen And First Aid Equipment........................................ 25
TASK 19: Fire Alarms............................................................................................................................... 26
TASK 20: Fire Fighting......................................................................................................................... 27
TASK 21: Patrol Knowledge............................................................................................................... 28
TASK 21: Patrol Knowledge (cont'd)......................................................................................... 29
TASK 22: Resort Patrol........................................................................................................................ 30
TASK 22: Resort Patrol (cont'd)................................................................................................... 31
TASK 23: Incident Reports................................................................................................................ 32
TASK 24: Emergency Plan..................................................................................................................... 33
TASK 25: Securing Lost And Found Resort......................................................................... 34
TASK 26: Lost And Found Reports............................................................................................... 35
TASK 26: Lost And Found Reports (cont'd)......................................................................... 36
TASK 27: Handling Fights................................................................................................................. 37
TASK 28: Intoxicated Guests........................................................................................................ 38
TASK 29: Use Of Force............................................................................................................................ 39
TASK 30: Theft Or Lost Items Report...................................................................................... 40
TASK 30: Theft Or Lost Items Report (cont'd)................................................................. 41
TASK 30: Theft Or Lost Items Report (cont'd)................................................................. 42
TASK 31: Arrest/Detention Procedures................................................................................ 43
TASK 32: Handling Bomb Threats................................................................................................ 44
TASK 32: Handling Bomb Threats (cont'd).......................................................................... 45
TASK 32: Handling Bomb Threats (cont'd).......................................................................... 46
TASK 32: Handling Bomb Threats (cont'd).......................................................................... 47
TASK 33: Security Log........................................................................................................................... 48
TASK 34: Confidentiality................................................................................................................. 49
TASK 35: Log Book Recap....................................................................................................................... 50
TASK 36: Check Out With Supervisor....................................................................................... 51
SUB-TASK
n Read the daily activity sheet and log book to identify pertinent information which falls into the scope of responsibilities and activities. Examples:
1) Accidents
2) Incidents
3) Termination
4) Safety hazards
5) Maintenance requests
6) Operational changes
7) Special operations
8) New instructions
9) Other operational data
n Read all documents completed since your last work shift.
n Initial that you have read the log.
n Read the information board and familiarize yourself with all pertinent information.
n Update the log and hot line information board. Call in the incident to Security Manager/Asst Security Manager and visually verify it was entered.
KEY POINT
n All daily activity sheet, log books and information board read and initialed.
n All pertinent information is documented daily.
n All officers briefed on new activities or changes on a daily basis.
n All officers have an up to date knowledge of current operations.
n All updates recorded on log immediately.
SUB-TASK
n If making outgoing calls, call for name/call sign that you are communicating to, “ __ (receiver’s name/call sign), this is ___ (caller’s name/call sign), over.”
n When answering incoming calls using radio phone, answer, "This is ____(name/call sign), over."
n Once If message is not understood, ask them to repeat message, “Please repeat, over”.
n If message is understood by receiver, “Roger out”.
n Caller to reply, “Roger out” to end communication.
n Long conversations are referred to a phone, unless in an emergency situation.
n If Officer is too busy to handle a call when attending to another guest, use their name or radio call signs and ask them to wait, “___ (name/call sign), please standby”.
n To activate caller, “ __ (caller’s name/call sign), this is ___ (receiver’s name/call sign) send over.”
n Communicate in English.
KEY POINT
n Be familiar with radio phone procedures and call signs.
n Use correct band width.
n Speak loudly and clearly.
n No long conversations.
n Message is understood, repeat message if necessary.
n Ask caller to hold (standby) if attending to another guest.
SUB-TASK
n Radio Phonetic Codes to be use:
A - Alpha
B - Bravo
C - Charlie
D - Delta
E - Echo
F - Foxtrot
G - Golf
H - Resort
I - India
J - Juliet
K - Kilo
L - Lima
M - Mike
N - November
O - Oscar
P - Papa
Q - Quebec
R - Romeo
S - Sierra
T - Tango
U - Unicorn
V - Victor
W - Whisky
X - X-Ray
Y - Yankee
Z - Zulu
KEY POINT
n Proper codes used at all times.
n Codes spoken loud and clear.
SUB-TASK
Emergency Call Codes:
n Emergency call codes are used to establish consistency and to ensure that guests/hosts are not unnecessarily alarmed:
___ Medical Emergency
___ Disturbance/fight
___ Fire/smoke
___ Evacuation
___ Bomb threat
___ Intruder
Call Signs;
n Call signs are used to identify individuals or group of individuals who need to respond.
Example:
ZERO ONE - Security Manager
ZERO TWO - Asst Security Manager
ZERO THREE - Officer A
ZERO FOUR - Officer B
ZERO FIVE - Officer C
ZERO SIX - Officer D
TANGO ONE - Group 1 (Officers A &B)
TANGO TWO - Group 2 (Officers C & D)
ZULU ZULU - All to respond
KEY POINT
n Codes are used to establish consistency and to ensure that guests/hosts are not unnecessarily alarmed.
n Keep calm when communicating.
n All emergencies responded to promptly.
n Communicate call codes clearly and accurately.
n Emergency codes given the highest priority.
SUB-TASK
n Keep radios in designated order in charging packs when not in use.
n When a radio is issued, check that it works properly and that it is charged. Make sure only authorized persons sign them out.
n Sign only for the radio issued.
KEY POINT
n All officers familiar with and operate within Fire & Safety regulations.
n Radios issued out are charged and work properly.
n Only authorized personnel are issued radios.
n Radio log identifies which radio is issued to a particular individual, the time out and time returned.
SUB-TASK
Use the following codes for routine and emergency calls:
REQUEST FOR SERVICE (ROUTINE)
n Respond as soon as possible.
SMOKE OR FIRE
n Respond immediately.
MEDICAL EMERGENCY
n Respond medical emergencies immediately:
1) The first Officer on the scene will radio his requirements for necessary equipment (oxygen, first aid kit, wheelchair, blankets, etc.).
2) Assist in island evacuation.
DISTURBANCE/FIGHT
n Respond immediately:
1) The first Officer on the scene will radio Security Manager.
2) If disturbance/fight involves host(s) and guest(s), separate host(s) away from guest(s).
3) If disturbance/fight involves guests, separate parties.
4) Allow General Manager/Resort Manager/Guest Relations Manager/ Manager on Duty/Security Manager to speak to guest.
5) Allow Head of Department/Dir of HR to speak to host(s).
KEY POINT
n Codes are used to establish consistency and to ensure that guests/hosts are not unnecessarily alarmed.
SUB-TASK
EVACUATION
n Respond at the direction of the General Manager/Resort Manager/Security Manager.
BOMB THREAT
n See task titled "Handling Bomb Threats" for information.
INTRUDERS
n All Security Officers to respond immediately to site.
n Security Manager to update situation to Guest Relations Manager, inform local authorities if necessary.
KEY POINT
n Officer never confronts an armed suspect.
SUB-TASK
n When the following situations occur, the Security Manager must be alerted immediately:
1) Death of a guest or host.
2) Serious injury of guest or host.
3) Assault on a guest or host on resort.
4) Robbery of a guest or host on resort.
5) Any serious problem with a guest or host.
6) Fire, bomb or shooting threat.
7) Serious power outage.
8) Serious weather alert.
9) Serious guest accident.
10) Any criminal act discovered on resort.
11) Any serious breach of policy, procedure or directive.
12) Any alarm activation.
13) Resort vehicle involved in traffic accident.
14) Any major disaster.
15) Any request from local law enforcement.
16) Any incident requiring the initiation of an incident report.
17) Any situation in which you have a question as to proper action to be taken.
KEY POINT
n Security Manager called when these emergencies occur.
n Any event that occurs on resort or that involves guests or hosts will be relayed to the Security Manager, if serious or has the potential to have serious consequences.
SUB-TASK
n All hosts, including all Supervisors leaving the resort will be required to report to the departure check-point.
n Officers will check the personal belongings, bags and/or handbags of hosts before departure.
n A re-check will be done if the host leaves the departure check-point together with his personal belongings, bags and/or handbags.
n If resort items are found without authorized package pass, Officer to retain the host and item(s) and report immediately to Security Manager/Asst Security Manager.
n Do not delay other host(s) whilst pending investigation, check and clear other host(s).
n If resort items are declared in the authorized package pass, retain 1 copy for documentation.
n Record incident in the Security log for further investigation:
1) Name of host
2) Department
3) Date/Day/Time
4) Description/Number of item(s) found
5) Name of Security Officer
KEY POINT
n All hosts and supervisors to report to the departure check-point before leaving the resort.
n Re-check if host leaves departure check-point.
n Retain host if resort item(s) are found without authorized package pass.
n 1 copy of the authorized package pass is to be retain and documented.
n Report immediately to Security Manager/Asst Security Manager.
n Record incident in Security log.
n Do not discuss with other host(s) without the permission from the Security Manager/ Director of HR before investigation or the outcome of disciplinary being action taken.
SUB-TASK
n Security Manager/Asst Security Manager will notify the relevant Head of Department and Director of HR on this matter.
n Security Manager/Asst Security Manager will issue a complete report to the General Manager/Resort Manager copied to the relevant departments and Director of HR.
n If employee is a union member, Director of HR will inform the union officials.
n Officers are not to discuss about the incident with other hosts without the consent from the Security Manager/Director of HR before any investigation or outcome of any disciplinary action being taken.
KEY POINT
SUB-TASK
n As you make rounds, make sure Security mail is checked several times daily for updated information. Example:
1) Guest Arrival reports
2) Accident reports
3) Special memos
KEY POINT
n All mail is picked up twice daily (a.m. & p.m.).
SUB-TASK
n Ensure that there are ample spare bicycles and tricycles in the park:
1) __ bicycles
2) __ tricycles (adult)
3) __ tricycles (children)
n Check that tyres have correct __ psi pressure, if necessary, pump tyres.
n All bicycles and tricycles are to be properly tagged accordingly to the villa assigned.
n Replace missing tags and strings, ensure tags are secured.
n Check that dynamo is working, send to Engineering if faulty and raise maintenance work order.
n If bicycles/tricycles need repair, send to Engineering, raise maintenance work order.
n Upon guest check-out, wash down bicycles/tricycles with fresh water to remove salt content, grease after each wash.
n Bicycles/Tricycles in the park are to be wash down with fresh water __ every week and greased.
KEY POINT
n Maintain Bicycle/Tricycle Entry to ensure the numbers of spare bicycles/tricycles are available at any given time.
n Maintain cleanliness and condition of bicycles and tricycles in park.
n Maintain correct __ psi tyre pressure.
n Bicycles/Tricycles to be properly tagged according to villa use.
n Report and send faulty bicycles/tricycles to Engineering for repair or service.
SUB-TASK
n A Security Officer has a high code of conduct.
n A Security Officer is also expected to comply with all company and departmental policies and procedures.
n Refer to Security rules and regulations manual (see attached).
n Refer to host handbook.
KEY POINT
n All officers work within local laws.
n All officers work within company policies and procedures.
SUB-TASK
n No suppliers/contractors will be allowed on the resort unless prior approvals have been obtained.
n All suppliers/contractors are required to dock their dhoni at the designated jetty for the purpose of off-loading and on-loading.
n Off-loading and on-loading are carried out by resort hosts (gardeners).
n Obtain arrival schedules of the dhoni which are coordinated with Purchasing or F&B.
n No resort items to be taken out without an authorized package pass e.g. exchange of items.
n Be present 5 minutes before arrival of dhoni, check surroundings for suspicious packages.
n Leave 5 minutes after the dhoni has left the jetty.
n Report to Security Manager if suspicious activities are observed.
KEY POINT
n No unauthorized personnel to be admitted on the resort unless prior approval has been obtained.
n Check arrival schedules and be present 5 minutes before dhoni arrives.
n Check surroundings for suspicious packages.
n Report to Security Manager on any suspicious activities.
SUB-TASK
n Assist Security Manager in conducting Key Audit once a year or as required:
1) Obtain current Departmental Key Inventory List.
2) Conduct physical key control checks against list.
3) Review key request duplication/ replacement forms.
4) Verify that key duplications/ replacements are properly documented.
n Report any discrepancies in key audit report.
KEY POINT
n Key audit conducted once a year or as required.
n Report any discrepancies.
SUB-TASK
n Conduct periodic trash inspections unannounced as instructed by Security Manager.
n Have the following equipments ready:
1) Hand held metal detector
2) Trash bin and trash bags
3) Stick and tongs
4) Torch light
n Trash bags with food waste/bottles:
1) Scan trash bags with hand held metal detector.
2) If hand held metal detector “beep”, it indicates presence of metal.
3) Empty contents of trash bags into trash bin for inspection.
4) Use stick and/or tongs to sieve contents to check for resort item(s) for cutlery items such as spoons, forks, dinner knives & etc.
5) Do not use bare hands
n Trash bags with metal:
1) Empty contents of trash bags into trash bin for inspection.
2) Use stick and/or tongs to sieve contents to check for resort item(s) for cutlery items such as spoons, forks, dinner knives & etc.
3) Do not use bare hands.
KEY POINT
n Periodic trash inspections to be conducted when informed by Security Manager.
n Have the equipments ready before inspections.
n Scan trash bags with food waste/bottles with hand held metal detector.
n To prevent injury, do not use bare hands to sieve through contents.
SUB-TASK
n If resort item(s) are discovered, record incident in Security log:
1) Name of host
2) Department
3) Date/Day/Time
4) Description/Number of item(s) found
5) Obtain identification of contractor(s) involved.
6) Name of Security Officer
Note: Further investigation needed to ascertain host or other host(s) involvement.
n Inform Security Manager/Asst Security Manager immediately.
n Security Manager/Asst Security Manager will notify the relevant Head of Department and Director of HR on this matter.
n Security Manager/Asst Security Manager will issue a complete report to the General Manager/Resort Manager copied to the relevant departments and Director of HR.
n If employee is a union member, Director of HR will inform the union officials.
n Officers are not to discuss about the incident with other hosts without the consent from the Security Manager/Director of HR before any investigation or outcome of any disciplinary action being taken.
KEY POINT
n Further investigation required to ascertain host or other host(s) involvement.
SUB-TASK
n Host Package Pass is a part form that fully describes the item(s) authorized for removal from the premises.
n ANY resort being removed from the premises MUST be accompanied by a valid package pass.
n To be valid, the package pass must:
1) Have the signature of the authorizing manager or supervisor (list of authorized persons will be kept at the Control Station).
2) Have the name and department of host authorized to remove item(s).
n Verify the item against the package pass by asking the host for the package pass and ask the host to display the contents for visual inspection.
n When a host refuses to display item(s) for visual inspection, notify Supervisor.
n If unauthorized resort is found and host supervisor is not available, notify Security Manager/Asst Security Manager.
n Sign the package pass when verified.
n White stays with the package, yellow with Security and the pink copy goes to the department manager.
n Copies of package passes are sent to all departments that issue a package pass.
KEY POINT
n All outgoing packages and resort include an AUTHORIZED package pass.
n Package pass forms filled out completely with authorized signatures.
n Package pass is routed to appropriate manager.
n Officers do not make comments about item(s) found during visual inspection.
n If something cannot be seen inside the package, the host will be asked to remove the item(s).
n Copies of package passes are distributed to all department managers involved.
n Notify Security Manger/Asst Security Manager if a problem or discrepancy occurs.
TASK16: First Aid
SUB-TASK
n Upon receiving page or by verbal information, PBX Operator to advise the Guest Relation Manager for guest and Director of HR/Head of Department for host of the accident.
n Notify the Security Manager by radio or dect phone.
n Report to the scene of the accident as soon as possible.
n For minor injuries, first aid will be administered to the injured persons by the in-house doctor or by trained host(s) at the scene of the accident.
n If in-house doctor is in attendance, provide necessary assistance.
n Complete an Accident Report after situation is under control.
n The resort will secure adequate transport to and from the resort to the Hospital for all guests and hosts at the advice of the in-house doctor.
n The Guest Relations Manager will coordinate the transportation.
n If the injured persons has neck, back or hip injury at no time will the person be moved, except due to extreme situations, fire or from falling objects.
KEY POINT
n Provide necessary assistance to in-house doctor in attendance.
n All Security Officers possess a valid first aid and CPR certificate by Red Cross/Crescent.
n First Aid will not be administered unless requested by victim or in life/limb threatening situations.
n All injuries will take priority over normal operations and the nature of the injury will be quickly determined. Medical assistance is called as soon as possible.
n Emergency medical service off the resort (if needed) will be called after immediate First Aid is administered.
n Incident Reports must be filled out:
1) Host Accident Report by the Supervisor.
2) Guest Accident Report by the Guest Relations Manager;
3) Security Report on serious accidents or when Security.
SUB-TASK
n Treat the injured persons for the following:
1) Stop the bleeding.
2) Attend to the injury or wound if present.
3) Prevent shock (cover or keep person warm and comfortable).
4) Do not administer any liquid to the injured person.
n Keep crowd of onlookers dispersed so the injured person can receive some fresh air.
n In-house doctor will advise if any emergency medical service is needed. If in doubt concerning the extent of the injury, it is best to be safe by calling for emergency medical service.
n Any minor injury such as cuts, bruises, slight sprains or other minor symptoms, the injured person can be treated by the in-house doctor.
n At the guest request for treatment at the hospital, the Guest Relations Manager will assist.
KEY POINT
SUB-TASK
n Call PBX Operator to request for in-house doctor’s attendance.
n Provide PBX Operator with the following information:
1) Nature of emergency (heart attack, etc.)
2) Exact location of individual.
3) Whether additional Security is needed.
n Console and make guest/host comfortable until emergency vehicle arrives.
n Have PBX Operator notify situation to:
1) Security Manager.
2) For guest, Guest Relations Manager, Resort Manager, General Manager.
3) For host, Director of HR and respective Head of Department.
n Document incident in Security log.
n Turn in report to Security Manager who will perform follow-up.
n Fill out Accident Report.
n Oobtain witness statement (if any).
KEY POINT
n Prompt reaction on all medical emergencies.
n Medical procedures are understood by all hosts.
n All incidents are documented in Security log.
n All reports filled out neatly and accurately.
SUB-TASK
n First aid equipment and oxygen tanks will be secured in the Security Department.
n Take oxygen tank readings at the end of each shift. Document readings on Supervisor Report.
n Check first aid equipment supply at the end of each shift.
n Notify Security Supervisor when oxygen tanks are below acceptable levels or first aid supplies are needed.
KEY POINT
n All first aid equipment stocked and updated.
n Oxygen tanks filled and in good working condition.
n Pressure readings are recorded of all oxygen tanks at end of shift.
n All readings recorded on Security log.
SUB-TASK
n When you hear the fire alarm going off immediately verify the situation visually.
n Proceed with caution with fire extinguisher.
n If false alarm, reset fire alarm, inform PBX Operator immediately:
1) Verify your name to PBX Operator.
2) Confirm false alarm and resetting fire alarm.
“This is __ (name of Officer), false alarm, resetting fire alarm.”
n If it is an actual alarm, activate fire fighting emergency procedure, inform PBX Operator immediately:
1) Verify your name to PBX Operator,
2) Confirm fire alarm activation is REAL.
3) Provide exact location of fire.
“This is __ (name of Officer), we have __ (fire code) at __ (location), I repeat, we have __ (fire code) at __ (location).”
n PBX will activate Fire Fighting activation,
1) Security Manager
2) General Manager
3) Resort Manager
4) Fire fighting team
n After the situation is safe, complete respective documentation.
KEY POINT
n All alarms immediately investigated and verified.
n All alarms reset.
n Fire extinguisher is in good working condition.
n If actual fire alarm is activated, inform PBX Operator.
n The word "fire" is not to be used over the radio.
n Keep calm and pass on accurate and audible information.
n All documentation completed.
SUB-TASK
n Actual fire discovered:
1) Ensure all residents are evacuated from the building before attempting to put out the fire.
2) Assist in evacuating residents wherever necessary.
3) Where possible, account for the exact number of residents in the affected building.
4) Where necessary, verify and account for missing guest/host.
5) If small fires extinguished with fire extinguishers; point fire extinguisher at the base of the fire.
6) If fire is out of control, do not attempt or allow residents to enter building to retrieve personal belongings.
7) Wait for Fire Fighting Team to arrive; where possible activate water hose and spray water at the fire source and its surroundings.
KEY POINT
n Security to have fire extinguisher with them when responding to all fire alarms.
n Ensure all residents are evacuated in the affected location.
n Point fire extinguisher at the base of the fire.
n Account for exact number of residents affected.
n Do not attempt to re-enter burning building to retrieve personal belongings.
SUB-TASK
n Two basic theories of patrol:
1) Attract attention, or
2) Attract little attention
n Use attract attention when:
1) Dealing with fights
2) Prevent an offence
3) Give public information
n Use attract little attention when:
1) Checking windows and doors
2) Fire alarms
n Before starting rounds, obtain:
1) Pen
2) Pad
3) Keys
4) Radio
5) Torch light (for night duty)
n Know resort layout and be able to describe location accurately.
n Know location of fire alarm boxes, accessible telephones and connecting posts.
n Name and locations of departments.
n Learn which places have protective devices, where safes and cash registers are located.
KEY POINT
n Correct theory of patrol is used for situation.
n Officer will observe and take action to correct safety hazards, security of guest, protection of assets, criminal activity, disturbances and render aid to those who need it.
n Familiar with resort layouts.
n Location of all relevant equipment and information is known for post.
n Guest feel confident that they are in a secure environment by seeing the Officer acting in a professional manner.
SUB-TASK
n Learn location of valuable stocks and all light switches.
n Learn types of merchandise stored in particular areas.
n Know managers, hosts and their habits.
n Be acquainted with the guest.
n Learn from reports the types of incidents.
KEY POINT
SUB-TASK
n Patrol all areas of the resort in a random, yet thorough fashion to complete the following:
1) Complete at least patrols per shift (more often if needed). Avoid a pattern when conducting this patrol.
2) Check and correct the security of all villas/offices/facilities:
a) doors locked
b) keys in doors
c) master keys unattended
n Check the following items for fire prevention:
1) Fire extinguishers are properly placed and tagged.
2) All passages are clear and unobstructed.
3) All storage areas are neat and orderly.
n Check the heart of the house:
1) Vending machines
2) Corridor
3) Restrooms
4) Storerooms
5) Storage areas
n While patrolling, check specifically for:
1) Fire escape blockage
2) Lights not working
3) Safety hazards (e.g. exposed wires)
4) Maintenance problems
5) Intruders
6) Guest/management problems
KEY POINT
n Consistent patrolling of resort is done in random patterns to ensure constant monitoring of all public guest space and host work areas.
n Officer will observe and take action to correct safety hazards, security of guest protection of resort assets, criminal activity, disturbances and render aid to those who need it.
n No keys left in door locks.
n No unattended master keys.
n All fire prevention measures are maintained at all times.
n All abnormalities are reported immediately to Security Manager.
n Maintenance problems and faults reported to Engineering.
n Cleanliness problems reported to Housekeeping.
n All unusual events or situations are logged and followed up on.
SUB-TASK
n Bicycle/Tricycle Checks:
1) Bicycles returned to respective villas when guest check out.
2) Tricycles returned to bicycle park.
Note: Refer to Task 10 – Bicycle/Tricycle Park
n Maintain positive public relations among Security Officers, guests and hosts while patrolling.
n Document all actions taken in the Officer's Duty report.
n Log unusual events or situations.
n Security Manager will highlight in Department Head meeting on resort maintenance issues e.g. lights not working at __ (location).
KEY POINT
SUB-TASK
n Incident reports by the Officer in attendance are required for the following:
1) Arrests of hosts/guests.
2) Removal of hosts/guests.
3) Host misconduct or procedure violations.
4) Any use of physical force (any degree by Security).
5) All injuries to host or guest.
6) All medical emergencies or evacuations.
7) All resort damage.
8) All fire alarms (including false alarms).
9) Bomb or extortion threat.
10)Detention of intruders.
11) Any other incident that constitutes a crime or violation of laws which may result in a liability of any kind.
n All incidents will be fully documented and submitted to Security Manager.
KEY POINT
n All incident reports written legibly and accurately.
n All reports clear, simple and direct.
n Reports contain facts only, no opinions.
SUB-TASK
n All Security Officers shall be versed in the emergency plan.
n All Security Officers will participate in emergency drills.
n Emergency plan is issued and a copy of this plan and the master plan will be kept on file:
1) Fire & Safety Procedures
2) Tsunami Emergency & Evacuation
3) Hurricane Emergency & Evacuation
KEY POINT
n All Security Officers are completely familiar with emergency plan.
n All officers receive regular training on subject.
SUB-TASK
n When an item is found:
1) Log the item.
2) Bag, tag and give the item to _______.
3) Valuables (such as money, credit cards, travelers checks or other valuables) are kept in a safety deposit box at Security.
4) Complete an incident report and give a copy to .
KEY POINT
n Valuables to be secured in a designated locked box.
n All items found are bagged, tagged and logged.
n All reports are completed.
SUB-TASK
LOST REPORT
n Guests or hosts who lodge lost report will be directed to a Security Officer who will cross-check the lost and found log in an effort to locate the item.
n If the item is not located, complete the lost and found report describing the item completely.
n Attempt to locate the missing resort and record the efforts on the lost and found report form.
n Date, time and officer's initials are required on all report entries.
n File a Lost Report.
FOUND REPORT
n Resort items found by hosts or guests will be turned over to Security.
n Officers will cross-check the lost and found log in efforts to locate the owner.
n Officer receiving the item(s) will complete a lost and found sheet sequentially numbered, completely describing the item(s) and identifying the finder.
KEY POINT
n Attempt is made to locate lost resort.
n All information is completed on lost and found report.
n After days, lost and found report will be deleted.
n All information is logged in lost and found log.
SUB-TASK
n All efforts such as phone calls or letters to locate the owner, will be logged on the lost and found report.
n The date, time and Officer's initials are required for every entry.
n Found report will be filed by category in the found report file.
n Found items will be collected by Officers and stored in the lost and found villa.
n Found items not claimed by the owner or finder will be disposed through the Security Manager and Director of HR’s recommendation to management in one of the following ways:
1) Converted to company use
2) Donated to charity
3) Destroyed
4) Given to finder after days, if requested.
KEY POINT
SUB-TASK
n When called to a scene where there is fighting, take the following steps:
1) Separate the host/guest and interview them separately.
2) If host is involved, host to be immediately suspended from work pending investigation.
3) Escort host/guest separately.
4) Fill out an incident report.
n Injuries are to be attended to by giving first aid treatment.
n Where necessary, call in-house doctor. Doctor in attendance will decide if injuries need to be treated at the hospital.
n If guest request, coordinate with Guest Relations Manager to escort guest to hospital.
KEY POINT
n All fights are stopped.
n Host/Guest are separated and interviewed.
n Guests separated and escorted to villa.
n Incident report filled out.
n Injuries to be treated, if necessary call in-house doctor.
n If requested, coordinate transportation with Guest Relations Manager to send injured to hospital for further treatment.
SUB-TASK
n When a guest is determined to be intoxicated, alcohol service must be cut off.
n The outlet manager is to approach the guest first and explain the policies. Coffee, non-alcoholic beverages or food will be suggested.
n If the guest becomes antagonistic, serve last order and go slow on follow orders, wait out.
n If guest is suggestive to continue his drinking binge at his villa, provide escort together with outlet manager.
n If a guest becomes difficult, Security will be called for BACKUP only.
KEY POINT
n The bar does not continue to serve an intoxicated guest.
n The server and outlet manager approach the guest first to resolve the situation.
n Intoxicated guests are escorted to their villa.
SUB-TASK
n Force may be used only to make a lawful arrest, detention, to regain personal resort or to protect the safety of one's self or others.
n The minimum amount of force is a verbal request.
KEY POINT
n Use of force will be used only as a last resort.
n Only minimum force will be used.
n No verbal abuse will be allowed toward the host/guest.
n Any incident report alleging excessive force will be fully investigated.
n Excessive use of force will result in termination.
SUB-TASK
n Security Officers to follow the procedures below to investigate an incident when receiving reports of:
1) Complaints
2) Thefts
3) Lost items
COMPLAINT OF THEFT (guest villa)
n Officer receiving complaint will respond by going to the location of the incident. Introduce yourself to the guest and acquire information:
1) Date
2) Time items were last seen
3) Serial number if applicable
4) Distinctive marking
5) Value of item
6) Visitors to the villa
7) Housekeeping service
8) In-Villa Service
9) Engineering maintenance service
10)Guest villa number
11) Guest's personal particulars (home address, contact number, email & etc)
n Request permission from the guest to perform a search of the villa for lost items. Request back-up officer or Guest Relations Manager/Security Manager, if required to assist in search.
KEY POINT
n Incident report filled out completely.
n A villa search is done with the authorization of the guest.
n Do not volunteer any information to the guest.
n If guest requests to file a police report, assist guest per Police department procedures.
SUB-TASK
n Ask guest whether items are insured and if they want the Police department to conduct an investigation and file a report.
n When police are involved in an investigation, note on report:
1) Officer's name
2) Unit number
3) Case number assigned
n If a host is involved, question the host(s) if available, as to the time and nature of business in guest villa. Note information on report.
n Fill out a complete investigation report as soon as possible.
COMPLAINT OF LOST ITEMS
n Officer responding to complaint will try to get as much information as possible concerning lost items:
1) Guest name
2) Complete address
3) Villa number
4) Location
5) Time item was last handled or seen
6) Identification of item
7) Color
8) Marking
9) Value
KEY POINT
SUB-TASK
n Police reports are helpful when items are covered by insurance.
n Conduct a search of the area where item(s) was/were last seen or handled.
n Question hosts within the immediate area, if applicable.
n Check with "Lost and Found" to see if particular item was turned in.
n After all possible approaches have been exhausted, complete incident report.
n Ensure that the necessary information is recorded in the Security log. The vitality of this information is later required when important statistics are needed for other reports.
n If credit cards, money or other types of money was involved, notify Guest Relations Manager/Security Manager.
n Assist guest with reporting the theft to police.
KEY POINT
n Obtain an accurate description of suspect from victim or witnesses, if applicable.
n Circulate description of suspect to all department management.
SUB-TASK
n All officers will make arrest in a manner prescribed by law.
n Prior to arresting any registered guest, the General Manager, Resort Manager and Security Manager will be called.
n All persons arrested shall be taken to the Security office, following a route out of public view.
n All arrests and transportation of arrestees are done so in a discreet manner.
n Upon arrival to Security office, all reports are to be completed and Police department immediately called, prior to filling out forms.
n Fill out all paperwork completely, including photographs of arrestees.
n See specific arrest procedures in Security office.
KEY POINT
n All arrests comply with legal requirements.
n All officers familiar with local laws as well as company policies and procedures.
n Arrests treated discreetly and professionally.
n Police department is directed to host entrance only.
SUB-TASK
n Completing Bomb Threat Report.
n Upon receiving a bomb threat, make every attempt to provide authorities with as much information as possible:
1) Time threat was made.
2) When bomb is supposed to go off.
3) Where bomb is located (get as many specifics as possible)
4) What can we look for (what kind of package?)
5) Exact words of caller (what did they say?)
6) Were there background noises or other indications of where call originated?
7) Any speech peculiarity (regional accent, foreign accent).
8) Start record of action and event log.
n Upon receiving a bomb threat and completing a Bomb Threat Report, Security Manager will coordinate and assign areas to be searched, focusing on areas the caller might have stated as the possible location.
n Security Manager in consultation with General Manager/Resort Manager will notify the police about bomb threat.
n Review with respective departments on recent received parcels or packages for guests or hosts.
KEY POINT
n Emergency procedure requirements followed.
n All non-emergency activity stopped until search is completed.
n Emergency log completed.
n No mention of bomb threat to guests or non-emergency personnel.
n No radio traffic.
n Suspicious packages or devices left to authorities to investigate.
n No information or comments released to unauthorized sources (paper, television, guests, etc.).
n Security Manager determines scope of search.
n All radios turned off during search.
n The word "bomb" never used over the radio.
n Bomb Threat Checklist turned in promptly.
n Type of search determined by General Manager, Resort Manager and Security Manager.
n Maintain safe distance from article found.
SUB-TASK
n All non-emergency Security duties cease until search is completed.
n Security and Engineering Supervisor will search back office areas.
n One Security Officer and one Engineer monitor fire control system.
n Emergency log completed and contains:
1) Areas searched
2) Which Officers assisted
3) Time and specific area searched
4) Time specific area cleared
5) Other information
n Bomb threat designated as Code ___.
n One key Officer reports to Command Post from each department.
n Decision will be made by General Manager or Security Manager to determine level of search required.
n All decisions regarding the search will be directed to PBX.
n PBX will direct all calls to command post.
KEY POINT
n All departments report to command post in regard to search status.
n Each department maintains its own bomb search checklist.
SUB-TASK
n Priority search areas:
1) Central plant and equipment room
2) Telephone switch room
3) Area designated by caller
4) All restrooms
5) All trash cans
LIMITED SEARCH:
n Specific areas (bar, office)
PUBLIC AREA SEARCH:
n Lobby, Banquet area
AUXILIARY BUILDING SEARCH:
n All areas located in auxiliary building
FULL-SCALE SEARCH; ALL AREAS:
n All areas, off-premise such as personnel, engineering, etc.
ARTICLE FOUND PROCEDURES:
n Notify Security Supervisor and Command Post.
n Maintain a safe distance until police or bomb squad arrive.
n Command Post will notify:
1) Police/Fire departments
2) General Manager
3) Resort Manager
4) Security Manager
5) Engineering Manager
6) Director of HR
KEY POINT
SUB-TASK
n All departments report to command post that search has been completed.
n Evacuation to waiting area, if needed, is ordered by Police/Fire Department, General Manager, Resort or Security Manager ONLY.
n Follow emergency procedures if evacuation is ordered (See evacuation procedures).
KEY POINT
SUB-TASK
n Record all pertinent information from shift on the SECURITY LOG identifying the following:
1) Day, date, shift time
2) Your name
3) All Incident Reports
4) All safety hazards
5) House status
6) Items to follow up on
n Sign the entry with your initials.
n Copy and distribute to:
1) General Manager
2) Resort Manager
KEY POINT
n SECURITY LOG accurately completed, initialed and distributed as stated.
n All pertinent information documented daily for each shift by each officer.
SUB-TASK
n When receiving information for any report or document involving the security operation, do not relay or allow knowledge of this information to any individual not authorized this information.
n Safeguard any and all information that you learn in the course of your work at the resort. Do not repeat information you receive from resort hosts or manager, except in accepted channels of communication.
n Any information released through the Security Office will be released by the Security Manager. The only individual allowed to release such information is the Security Manager.
n Any time one of these individuals requests information, provide it, and immediately call the Security Manager:
1) General Manager
2) Resort Manager
KEY POINT
n The security operation and the officers assigned to that operation will protect the confidentiality of all information. The release of information can only be approved by the Security Manager.
n Information can only be released upon request to the General Manager and Resort Manager. The Security Manager will be notified immediately should this request occur.
n When investigating incidents, etc. we collect information, not tell the story to those we come in contact with. We ask our questions, but do not release the details of the situation or person we may be investigating.
n Any questions are to be directed to the Security Manager.
SUB-TASK
n At the end of the shift, enter the following items in the log book:
1) Day/date/weather
2) House count
3) Absent/tardy hosts
4) Incidents/complaints
5) Special guests/VIP's
6) Message for follow up
7) Any pertinent information
n Sign the entry.
KEY POINT
n A log book entry is made for each shift and signed by the supervisor.
n Only professional remarks and comments are written.
SUB-TASK
n When all assignments are completed, check out with the supervisor before leaving.
n Make sure the work area is ready for the next shift.
n Brief oncoming hosts of any information for follow-up pertinent to operation during their shift.
n Sign out/punch out at designated location.
n Sign out/punch out for yourself only at the actual time of departure.
KEY POINT
n Assigned work completed prior to asking permission to leave.
n Work areas are clean, neat and free of debris. All supplies restocked.
n Next shift has been informed of any pertinent information.
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