Security minded
In a small hotel or restaurant with owner's living accommodation, particularly one in a rural location, a dog in an outside kennel is still a very effective burglar alarm. The barking will not only wake the owner, but scare off the intruder. If the would-be burglars have done their homework in the first place and seen there is a dog-watch, they may not even attempt an entry.
Other measures to protect your property include:
lIssuing master keys only on an as-needs basis and not as a status symbol. Number all master keys, record who has them and make regular spot checks to see the key-holder still has it.
lInvolving all staff in security by providing incentives for anyone who discovers theft or comes up with ways of combating it.
lScaffolding provides a perfect ladder into your premises, so if there is any in place ask contractors to blank off the bottom 12 feet of it with vertical planks. Be diligent about open windows near scaffolding.
lTrain housekeeping staff to report anything odd seen in bedroom such as large bunches of keys, several suitcases for a single occupancy, hard pornography, unusual tools or drug-related equipment.
GUARDING THE GUESTS
If the lights go out in the car park it could be just a blown bulb, but it may be the deliberate work of car thieves who don't want anyone to see them. Make it a rule that failed car park lights are reported and replaced immediately. If car theft is a problem, consider buying wheel clamps for use by guests.
Train all staff who have bedroom keys never to open a room on the request of a "guest" unless the guest is able to produce the key card for that room number. There is still the danger that a thief has picked up a dropped or discarded key card, so an even safer policy is that room servicing staff do not open locked doors for guests.
To reduce the risk of theft, train staff to respond if they see a "guest" strugging to open a room. Politely ask for the keycard "to check you've got the right number, sir". It's helpful as well as smart.
If a guest paying by credit card does not take away the flimsy copy, train staff to tear it up into four pieces and not just crumple it and drop it into a bin. Thieves regularly rummage through dustbins for these, since they will give all the details needed to fraudulently order goods on a guest's credit card.
KEY POINTS
Don't have room keys on a numbered board at reception or pigeon-holed so that a thief can spot who is in and who is out. Have a "letterbox" type receptacle or slit in the reception desk so guests can deposit keys when no one is on the reception desk. This will prevent thieves picking them up.
If you suspect a guest has accidentally taken home a room key, send a stamped envelope and polite letter enquiring if he or she still has the key? If so, ask them to post it back in the pre-paid envelope. It's cheaper than having a new key cut. If a room key cannot be recovered, always have the lock changed.
Train housekeeping staff not to leave bedroom keys in the housekeeping trolley while they are servicing a room. It could be picked up by a passing thief.
BEHIND BARS
If you suspect a member of staff is pocketing cash, arrange for a trustworthy acquaintance to make test purchases. Ask him or her to use exact money - not having to give change means the till need not be opened and the money can be discreetly pocketed.
Watch for any member of bar staff having a disproportionately large tips glass. They may be good at their job or a favourite with the customers, but it may be that they are simply cheating.
Examine till rolls regularly. Check if any member of staff has rung up a large number of "voids" or "no sales". If you have more than one till in a bar area, at a peak time, close one and do a till check. This is when it is least expected by someone who is planning to remove money at the end of the shift.
Ensure every member of staff who uses a till is trained according to a written house manual and that they sign to say they have been trained. Should an employee dismissed for irregular till procedures take you to a tribunal, you then have documentary proof that the ex-employee was shown the correct procedure, but chose to disobey it.
TAKING STOCK
Have a senior chef check the weight of more costly incoming goods such as meat and fish, and record it. Blaming suppliers for short-measure deliveries is one smokescreen for theft of food. Checks will also ensure supplier really are providing value for money.
It is not unknown for draymen to wheel out empty barrels and wheel one of them back in among the full beer barrels, the "spare" barrel being sold on later to an unscrupulous landlord. Marking barrels as they become empty is one way to spot this trick.
Institute a pass-out system for all hotel goods. In this way no one can leave the building with hotel property, claiming the goods are unwanted or worn out and that verbal permission had been given. The simple pass-out form must be signed by an appropriate manager.
Have a system of identity badges for non-employees who may temporarily be working at the hotel and have access to non-guest areas where hotel property may be lying around. o
