RISK MANAGEMENT UNIT 5 Lesson 3

Question 1

As the manager of your facility, you will be responsible for a large number of
activities designed to protect people and property. All of these activities can be
grouped under the commonly used terms of safety programs and security programs.

Answer 1

Safety and Security Management

Question 2

are those procedures and activities designed to ensure the
physical protection and good health of guests and employees.

Answer 2

Safety programs

Question 3

is an occurrence that holds the potential to jeopardize the health of individuals and or the business.

Answer 3

crisis

Question 4

for certain types of accidents and events, you will be able to
minimize the possibility of injury or loss, demonstrate reasonable care, and show a jury that you were able to foresee a potentially dangerous situation, as well as take appropriate steps to prevent the harm from occurring or to mitigate the
consequences

Answer 4

Preplanning

Question 5

Advantages of Preplanning

Answer 5

1. Improved employee morale.
2. Improved management image.
3. Improved employee recruiting effectiveness.
4. Reduced insurance rates.
5. Reduced employee costs.
6. Improved operating ratios.
7. Reduced penalty costs for violations.
8. Support in the event of an accident.
9. Increased guest satisfaction.
10. Marketing advantages.
11. Reduced likelihood of negative press.

Question 6

Four-step Safety and Security Management
Method

Answer 6

1. Recognition of threat
2. Program development (response to a threat)
3. Program implementation
4. Monitoring of program results

Question 7

Safety and security programs generally start with the recognition of a need,
that is, a realization that a threat to people or property exists. Consider the case of
Garth Rivers. Garth is the manager of a popular pizza parlor that also serves beer
and wine. Over the past six months, Garth has had four guests and two employees
complain of vandalism to their cars. The damage ranged from scratched paint to
broken windows, and in it least one case, it appeared that the vandals attempted to
break into the car. Before these six incidents, Garth never had a problem.

Answer 7

Recognition of Threat

Question 8

Once a threat to safety or security has been identified, managers and security
personnel can develop an appropriate response to address that threat.

Answer 8

Program Development

Question 9

In some cases, holding a routine and comprehensive inspection of facilities
can help identify possible threats to safety and security. As a professional hospitality
manager, you will be expected to carefully monitor your facility’s compliance with
accepted standards of a safe and secure operation.

Answer 9

Systematic Inspections

Question 10

Routine policies and procedures can also serve as an effective response to
threats to safety and security. Consider the case of the hotel that offers guests the
use of a safety deposit box. Procedures should be in place to ensure the security of
the items placed on deposit with the hotel.

Answer 10

Establishing Standard Procedures

Question 11

Once a hospitality firm has identified the threats to its operation, and
designed a safety and security program that addresses those threats, it must put the
program into action. Large hospitality facilities may have individuals specifically
designated for these tasks, while in smaller properties every employee may have
implementation responsibilities. Both large and small properties may find the need for temporary or longer-term security assistance, which may be provided by a
security guard company.

Answer 11

Program Implementation

Question 12

If yours is a small facility, you may decide that it makes sense to contract with a security guard company to hire a guard to implement all or a portion of your
safety and security program.

Answer 12

Safety and Security Departments

Question 13

Many managers find that property safety
committees can play a valuable role in the
identification and correction of safety and security problem areas. Ideally, a safety committee should
consist of members from each of a property’s
departments.

Answer 13

Safety Committees

Question 14

Training videos, new policies and
procedures, and related instruction can be presented. The committee members must see their role as that of a teacher, not just a police officer because a worker’s peers can often best reinforce the dissemination of important safety and security
information.

Answer 14

Safety or security instruction

Question 15

Members should be informed of the actions
that were taken in response to safety and security concerns raised in prior meetings.
If, for example, a member of the dishwashing crew expressed concern in a previous
meeting that the chemical sanitizer in the automatic dispenser was not working
properly, he or she should be informed of the actions that have been taken to
correct the problem.

Answer 15

Review of safety concerns

Question 16

If accidents have decreased,
committee members should be made aware of that fact. If accidents have increased,
that too should be shared. The meeting is also a good time to let committee members know how important you consider their contribution to the overall success
of your facility.

Answer 16

Effectiveness report by the manager

Question 17

In addition to your staff, local law enforcement officials are an important part
of any safety and security effort. Establishing and maintaining a good working relationship with them is an integral part of your job.

Answer 17

Law Enforcement Relationships

Question 18

If a safety program is not working—that is, if it is not reducing or eliminating
the threats to people or property you have identified—then the program must be
reviewed for modification.

Answer 18

Monitoring Program Results

Question 19

Hotels, for example, would more likely face challenges associated with evacuating
guests during a weather-related crisis than would the manager of a take-out
restaurant. A property’s physical location is another factor in crisis preparations.
Hospitality managers in the midwestern part of the United States, for example, might
not have to worry about preparing for a hurricane, but they would have to be ready
for snow and ice storms that can be just as disruptive and threatening.

Answer 19

Crisis Management Programs

Question 20

It’s too late to prepare for a crisis when you are experiencing one. If you are
unprepared, not only will you respond poorly, but you may also be held legally
responsible for your lack of planning.

Answer 20

Precrisis Planning