Well-Trained Employees Make Risk Management a Team Effort
By Elizabeth Johnson Senior Public Relations & Marketing Manager, American Hotel & Lodging Educational Institute | December 04, 2011
Guest safety and security are not the sole responsibility of a property's security or risk management team. Every hotel employee plays a role in maintaining the security of the property and its guests. Therefore, training in basic security awareness and response is a necessary component of every employee's orientation and continued training, no matter what department they work in.
Security training issues to be covered include protecting guests' information and assets, recognizing and reporting unsafe conditions, fire prevention, and anti-terrorism awareness. Training develops confident employees who perform their security duties as one aspect of the service they deliver to guests.
When guests visit a property, they expect a stay that is clean, comfortable-and safe. Even if they can't quote the law, they know that a hotel has a duty to provide reasonable care for the safety and security of its guests. That includes having someone on staff who is responsible for security and risk management.
But whether that person is a director of risk management, security director, or the general manager, he or she can't single-handedly manage every possible security risk. That takes a team effort and a commitment by everyone on staff to be aware of potential risks and to do their part to keep guests safe. A big part of any risk manager's job is training all employees to think about security as they perform their daily tasks.
Educate Employees About Reasonable Care
Clarence Izzard, senior risk control manager for Starwood Hotels & Resorts, stated that the basis for all employee security training is the concept of reasonable care.
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