Require a complete hotel room system

Job responsibilities of security personnel

Wei Gang Zhize, Security Hospital

A, back office job responsibilities

The monitoring center is not only the information and image control center for the daily security work of the hotel, but also the command center for the hotel to deal with emergencies. Employees in the monitoring center must have a high sense of responsibility to ensure the normal operation of the equipment they are responsible for.

1. Implement the Fire Protection Law and the instructions of the superior, giving priority to prevention and combining prevention with elimination.

2. The personnel on duty are responsible for fire control, monitoring, telephone answering and on-site contact.

3. Be responsible for arranging irregular fire safety inspection for key parts and key departments, and it is forbidden to pile up sundries and inflammable and explosive articles in channels and tube wells.

4, without the approval of the superior, all personnel are forbidden to visit and stay in the control room, keep a secret.

5, without the approval of the superior, it is strictly prohibited to play back the monitoring video content to others and borrow relevant materials.

6, strictly abide by the operating system, shall not arbitrarily change or delete the settings and data on the device.

7. If there are no special circumstances, you are not allowed to leave your post, join your post, make friends, or shelter irrelevant personnel, so as to be "responsive, responsive, and rescue in case of emergency" and notify relevant personnel in time.

8, familiar with monitoring points and fire control facilities, equipment, the correct use of fire fighting equipment and fire fighting equipment, to ensure the normal operation of equipment.

9, keep the workplace clean and tidy, clean equipment, cleaning and wiping every day.

10, hand over the shift 10 minutes in advance, and fill in the shift record carefully and neatly according to the requirements of the fire monitoring duty log.

Second, the field work responsibilities

1, neatly dressed, full of energy, generous, warm, polite and thoughtful to answer the guests' inquiries, so as to satisfy the guests, and it is forbidden to treat the guests with rude words.

2. Be responsible for the management of cars and electric bicycles in the parking lot, guide vehicles and pedestrians to pass suddenly, ensure the safety of vehicles and pedestrians, and make the front door unobstructed.

Be polite to the guests who come to the shop. Welcome guests who come on foot or by bus. Assist the usher to take care of the guests when they get off the bus. If guests request to park their cars in the parking lot, they should be guided to a suitable place to park. If there is no parking space, they should explain to the guests or drivers and introduce them to park their cars in the nearby parking lot.

4. When the tour group checks in, it is necessary to clear the driveway or arrange a welcome team, and clear the driveway and parking position ten minutes before the guests arrive at the hotel.

5. Guests who bring dangerous goods, inflammable and explosive articles into the hotel are advised to hand them over to the security department for safekeeping.

6. Welcome the departing guests to come again next time, politely ask the departing guests who are carrying large items, release the luggage that is really the guest, and help the bellman to carry the luggage on the car.

7. Security guards should study for the people, delve into business, be good at judging according to the characteristics of the hotel, and improve the quality of work.

8, strictly control the first level, high alert, found that mental patients or disheveled, suspicious, resolutely prevent them from entering.

9, always have a high degree of attention, do a good job in front of the alert, especially at night, pay attention to the safety of vehicles and pedestrians, many people should pay attention to theft, to prevent trouble around the door, half a dozen and a half, to ensure the safety of the door.

10, strictly implement the system of succession.

1 1. Record the registration, charging and condition inspection of vehicles entering and leaving.

12. Command the entry and parking of vehicles, maintain the hotel traffic order and ensure the safety of vehicles.

13, illegal vehicles should be stopped and corrected in time.

14, check the racing situation of parked vehicles, and notify the owner in time if water or oil leaks.

15, do a good job in cleaning the parking garage.

16. Regularly check whether the fire control facilities are in good condition and effective. If there is any damage, it is necessary to promptly notify the superior for maintenance and replacement. Don't wash the car with fire water.

17. The doorman of the parking garage is not allowed to bring relatives and friends to stay in the garage without permission, and irrelevant personnel should persuade them to leave.

18, the personnel on duty are not allowed to sleep, play chess, play poker or do other things unrelated to duty. They should patrol frequently, observe more, pay attention to the situation of vehicles entering the parking garage and the behavior of the owners at any time, and report to their superiors in time when problems are found.

Daily work flow of security department

Baoan burichang studio

Security patrol, security inspection and other special tasks, three shifts 24 hours a day.

Morning shift: 7: 30- 15: 30.

Handover matters:

1. vehicle: whether there is a license plate for parking time, whether it is a foreign car department or an accommodation vehicle, and whether the electric car has a license plate.

2. Personnel: Are the outsiders registered, and are there any suspicious persons among the guests?

3. Safety: whether there is an emergency in the night shift, record the handling opinions, and whether the goods entering at night occupy the fire escape.

4. Sanitation: whether the parking lot needs cleaning, whether flowers and trees need watering, and whether the sentry box is wiped.

5. Clean up and receive books, newspapers and letters.

6. Transfer public property: fill in the sentry box register and camping supplies carefully.

Precautions:

1, cleaning, keep the vehicle clean at any time, clean up in time when garbage is found, keep the sentry box clean, and ensure hygiene without dead ends.

2. Do a good job in guiding, parking, registering and charging vehicles. Patrol regularly, cross-examine suspicious persons who enter the hotel, persuade or warn advertisers and swindlers to ensure the personal and property safety of the hotel, and do a good job of inspection and inventory when employees are off duty to ensure that public property does not flow out.

3. Answer and register every call, actively cooperate with leaders and departments, and be on standby at any time, and the police will come out. In case of emergency, fill in the handover record carefully, so that things in your class will never be pushed to the next class.

Middle shift: 15: 30-22: 30.

Handover matters:

1, check the log records and ask for help in time if you don't understand.

2. Vehicles: mainly focus on the entry and exit of motor vehicles and electric vehicles, whether there are stop signs and whether there are scratches.

3. Safety: Because there are many people and employees coming and going during this period, you should be careful in your work and deal with the situation quickly if you find it, so as to avoid the aggravation of the situation.

Precautions:

Mainly do a good job in vehicle guidance, parking, public property handover, employee inspections, and inquiries from outsiders.

Night shift: 22: 30-7: 30.

1. vehicles: whether overnight vehicles and monthly rental vehicles have parking plates.

2. Safety: ensure the personal safety of residents and the safety of public property and facilities.

Precautions:

1, strengthen patrol, especially cooperate with the monitoring attendant to patrol the floors irregularly during key periods, deal with emergencies in time, do a good job in night security, and actively cooperate with the guest room and front desk to ensure the guests have a safe and peaceful night.

2. Try to meet the reasonable requirements put forward by the guests, guide the vehicles correctly, ensure the smooth flow of the parking lot and ensure the smooth completion of all the work in the hotel.

Security management system

Baoan yuan management zhidu

1. Hotel security guards should have a strong sense of responsibility, be conscientious and responsible in their work, act impartially, work boldly, not be selfish, maintain a high level, dare to stand up and stop criminal activities and violations of law and discipline;

2. Have the consciousness of serving the hotel wholeheartedly, treat people with dignity, neatness and courtesy, strive to pursue the service tenet of "guests first, service first", and truly embody the hotel service style of "respecting guests, being agile and thoughtful" in security service;

3. Strive to specialize in security service knowledge, master hotel security service skills, and maintain vigorous energy when on duty;

4. Obey the instructions and work arrangements of the superiors, be familiar with the tasks and requirements of the posts in this department, earnestly implement the responsibilities of safety posts, do a good job, and ensure the safety of the hotel;

5. Deal with serious accidents in the hotel and assist all departments of the hotel to deal with the safety problems of guests or employees, be familiar with the post distribution, and take care of the communication equipment and various facilities on the post;

6. Patrol the hotel, deal with emergencies decisively, and politely check suspicious people and things;

7, to assist the relevant departments to defend the important guests in and out of the hotel, do a good job in the safety of large-scale meetings, patrol the gathering point of hotel employees, and stop gambling, fighting and theft of personal finance;

8. Be familiar with the monitoring area and location of fire control facilities, accurately judge the location and time of alarms and suspicious situations, understand the layout, use and operation of hotel fire control facilities, and ensure that any police will know and be removed;

9. Regularly check the alarm system, safety and fire control system, and strictly control the entrance, service area and project delivery area around the building;

10, strictly abide by the rules and regulations of the hotel, especially the safety system, implement the handover system, do not leave the post at work, do not do private affairs, and ensure safety;

1 1, each shift shall be handed over clearly, and important events shall be left blank, and internal and external duty shall be coordinated to remind each other, leaving no dead ends and hidden dangers.

Parking lot management system

Parking lot management zhidu

1. Vehicles entering the parking lot must have all valid documents, including driving license or pending documents, insurance policies, etc. The vehicle number plate should be consistent with the driving license, and the vehicle to be processed should be consistent with the certificate to be processed.

2. The driver who enters the parking lot shall go through the parking formalities in accordance with various procedures for entering and leaving the parking lot, and park the vehicle in the designated parking space.

3. After the vehicle is parked, the driver must cooperate with the security guard to make inspection records of the vehicle, lock the doors and windows, and take away valuables. Security guards have no obligation to help drivers keep their belongings.

4. It is forbidden to enter the vehicle to refuel, repair the car and try to brake, and it is forbidden for anyone to learn to drive the vehicle in the field.

5. Drivers of vehicles entering the venue should keep the venue clean. It is forbidden to throw or discard wastes and sundries in the venue, and smoking is prohibited in the venue.

6, the driver must abide by the safety fire regulations, it is forbidden to carry inflammable, explosive, toxic and other dangerous goods vehicles into the parking lot.

7. Vehicles, container trucks and sick vehicles with oil or water leakage exceeding the height limit of the parking lot are prohibited from entering the parking lot.

8. If the vehicle entering the site does not obey the command of the security guard, the vehicle itself will be damaged at its own risk.

Reward and punishment system of security department

Bao 'an Bu Jiang Chengzhi Du

First, illegal business.

1. Those who violate national laws should be removed from the list;

2. Deliberately destroying or damaging hotel facilities and property, and being removed from the list;

3. Those who steal hotel property will be removed from the list;

4. If you don't take the initiative to save in case of disaster, you will resign;

5. People who turn a blind eye to danger will resign themselves to fate;

6. If you fight with others or insult others, resign yourself.

Second, on-site management

1, those who don't dress for work according to the regulations;

2, not according to the provisions of the inspection in and out of the vehicle;

3, not according to the provisions of the command vehicle parking;

4. Failing to fill in vehicle records and issue "stop signs" as required;

5. The vehicle stop sign is lost;

6. Failing to check the articles taken out of the hotel as required;

7. Lost property in the line of duty;

8. Leaving the post, sleeping, making friends or doing things unrelated to work during the duty;

9. Those who are late or leave early;

Third, internal management.

1, disobeying the arrangement;

2. Do not participate in group activities without help;

3. knowingly failing to report, deceiving his superiors and deluding his subordinates;

4. Failing to cross-examine suspicious persons or visitors or visitors as required;

5. Failing to send and receive letters, books and newspapers as required;

6. Failing to clean the post and regional sanitation as required;

7. Those who are absent from work and do not ask for leave;

8. Those who arbitrarily change and delete the data set on the device;

9. Disclosing the monitoring content to others at will;

10, playing back the video content to others without the consent of the superior.

Fourth, reward

1, project active, earnest and responsible person award;

2. Stop the criminals and save the hotel property loss award;

3. Put forward reasonable suggestions and adopt rewards;

4. Blocking the hotel property loss award;

5. Outstanding Achievement Award for Fire Prevention and Theft Prevention;

6. Rewards for those who have made special contributions to the hotel;

7. Reward those who can't find money;

8. Win an honorary award for the hotel.

Hotel internal security management system

Bing Guan bu le ZHI an Guan Li ZHI du

First, the hotel internal security management responsibilities

1. The security department shall formulate the internal security system of the hotel according to the building structure, business scope, access and distribution of engineering equipment and facilities of the hotel, make overall consideration and correctly delimit the patrol route;

2. Be responsible for protecting the personal and property safety of hotel guests and employees, and use fire-fighting equipment correctly in case of fire;

3. Strengthen the management of public places, such as lobbies, restaurants and floors. And stop people who wear work clothes, stay in public places and have untidy clothes and shoes after work, or persuade them to leave;

4. Be responsible for maintaining the order of the hotel and stopping hotel employees from violating discipline, such as riding motorcycles or bicycles in the hotel, frolicking, damaging flowers and trees, etc.

5. Be responsible for the disciplinary inspection of employees' access and employees' entry and exit; Check the personnel carrying hotel supplies out according to the regulations to prevent theft.

Second, the employee violation handling system

1, employee violations are based on the relevant rules and regulations promulgated by the hotel, and security guards at all levels must master the contents and application scope of each rule and regulation.

2. The hotel staff's violations are checked by the security department: security guards on duty; Duty foreman or supervisor; Project personnel.

3. The direct correction and command of violations are mainly the safety officer on duty, the foreman on duty and the supervisor on duty, and the investigation and verification are mainly the personnel of the project class.

4. Give criticism and education to employees whose violations are really minor and harmful. For those that are serious and harmful, the project team will organize special materials to be reported to the personnel department and the department where the employees violate the rules.

5, investigation and handling procedures:

(1) The security guard on duty or the foreman, the project class and the security manager shall verify step by step;

(2) The prosecution report issued by the project category is in triplicate;

(3) report to the personnel department and its subordinate departments;

(4) The security department shall make detailed records and file them.

6, hotel staff illegal disposal, by the security leadership for instructions.

Third, the handling system of illegal cases.

1. Employees of all departments shall immediately report any person suspected of violating the law to the security department;

2. After receiving the report, the Security Department should immediately rush to the scene to capture the personnel who are committing illegal acts;

3 after investigation by the Ministry of security, there are illegal acts, depending on the seriousness of the case transferred to law enforcement agencies;

4. Record and archive the process and results of the event.

Four, illegal guest handling system

1. The security department will assign special personnel to inspect the site. If it is illegal, it should be stopped in time and asked the security manager.

2, security personnel to do a good job of investigation, to determine whether it constitutes an illegal act:

(1) to the waiter, and make records;

(2) Ask the guests to cooperate with each other when contacting the service manager and service director, and ask in an appropriate tone to avoid misunderstanding;

(3) There is insufficient evidence to continue the investigation.

3. If it is a minor violation of the law, the service personnel can dissuade and stop it first. After dissuasion fails, the Security Department will assign a special person to dissuade and stop with the cooperation of service personnel. After repeated dissuasion, the manager on duty and the security manager handed it over to the relevant public security management department for handling. Service personnel and security department should take appropriate measures to avoid major conflicts in the hotel as much as possible.

4. In case of serious violation, strictly control and monitor employees, call the police immediately after asking for approval, and cooperate with the police.

5, security personnel to assist in the investigation of all kinds of illegal events and provide materials.

6, in the absence of conclusive evidence, shall not break into and search rooms.

Verb (abbreviation of verb) Property theft handling system

1. Get to the scene quickly and check whether the room is obviously damaged or pried open by hard objects.

2. After opening the door and entering the room, check whether the articles and luggage in the room, suitcase and cabinet have been pried open, and whether the glass and baffle of the commodity counter have obvious signs of being pried open.

3. If it is confirmed as theft through inspection, the security supervisor shall immediately take the following measures:

(1) Seal off the site and prohibit anyone from entering;

(2) Report to the security manager and increase security personnel;

(3) observe whether there are suspicious people coming in and out, record the value of lost property, and judge the time of theft;

(4) Don't move the scene and touch anything, shoot the scene with a camera;

(5) law enforcement officers to the scene to assist in the work, to provide a copy of information for law enforcement officers to conduct internal investigations.

4. Investigate the personnel of various departments involved, and investigate key parts and individuals.

Six, the hotel fight incident handling system

1. After receiving the report of the fight, the assistant manager in the lobby should immediately rush to the scene with the relevant personnel of the security department to control the situation;

2. If there are injured people, inform the hotel doctor or send them to a nearby hospital for treatment according to their injuries;

3. Separate the organizers as far as possible and evacuate the onlookers;

4, to the relevant personnel and the perpetrators to understand the reasons;

If the hotel has any property loss, you must fill in the property loss report. If it is necessary to claim compensation from the perpetrator, the assistant manager of the lobby can determine the amount of compensation according to the damage;

6. Inform relevant departments to clean up the site afterwards, and notify the engineering department for maintenance;

7. If there is any damage on the site, submit the Hotel Property Damage Report Form and site photos to the management and relevant departments;

8. Inform relevant departments to clean up the site afterwards, and notify the engineering department for maintenance;

9. Record the details in the duty diary and notify relevant departments to follow up;

10. If there is a fight between hotel employees, you should write down the job number and the department you belong to, and the department will handle it according to the relevant regulations.

Seven, theft handling system

1. After receiving the notice, the assistant manager on duty in the lobby shall immediately notify the security department to rush to the scene and inform the staff of the housekeeping department above the supervisor level;

2. Learn the details, process and time of the incident from the lost person;

3. Ask the guests to fill in the "Report of Property Loss of Guests" in detail;

4. If the property in the room is stolen, you should immediately go to the room with the duty supervisor of the security department and housekeeping department to investigate and search the room with the consent of the guests;

5. Ask the customer if there are any suspicious objects, ask the guests about their visit, and ask the floor service personnel about their duty;

6. Ask the informant if he is willing to call the police. If he doesn't want to call the police, ask the informant to indicate it on the "guest property loss report". If he asks to call the police, he will be accompanied by security personnel to call the police;

7. If the customer leaves, please leave the mailing address for contact;

8. Record the details in the duty diary.

Eight, emergency handling system

1. When an accident happens, all employees must obey the command and dispatch of the general manager or relevant leaders;

2. Hotel employees should immediately report to the Security Department once they find suspicious or various criminals and activities;

3, theft, robbery, murder or other emergencies, should immediately report to the security department and the supervisor on duty, at the same time protect the scene, in addition to emergency rescue, irrelevant personnel shall not enter the scene;

4, when the public security management department, security personnel for safety inspection and handling cases, the relevant personnel should actively cooperate and provide information correctly;

5. In case of fire, the staff shall immediately report to the fire control center and take effective measures immediately to put out the fire first. After the fire fighting, protect the site, and after inspection by relevant departments, the site can be sorted out.