Loss Prevention Handbooks

Loss Prevent ion Handbooks:
Hot els and Mot els

H O T E L A N D M O T E L S
Repr i nt ed w i t h per mi ssi on by Amer i c a Fi r st I nsur anc e
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Hot el and Mot el
Exposure Abst ract

Lines of Insurance Areas of Concern Risk*
Commercial Automobile Transportation of guests, staff, and supplies; the use of
maintenance vehicles on the hotel/motel property; valet parking
service; incidental vehicle use; vehicle theft and vandalism

H
Liability Slippery conditions; trip hazards; hot water; electrical hazards;
defective furnishings; crime; recreational facilities; fires and
emergencies; meetings and special events; food service; alcohol
service; valet parking

M
Property - Crime Employee theft, robbery, burglary, and vandalism M
Property - Fire Cooking equipment; laundry rooms; suspicious or arson fires M
Property - Inland Marine
/ Business Interruption
Business interruption; loss of or damage to accounts receivables,
equipment, bailed property, and fine arts
M
Workers Compensation Falls; strains; hazardous substances; cooking; workplace violence L
*Risk: L-Low, M-Moderate, H-High

Descript ion of Operat ions
Hotels/motels can be one or more buildings, under the same management, that provide sleeping accommodations for 16 or more guests for a limited period of
time. Whereas hotels can comprise hundreds of guest rooms in many different types of buildings, including high rises, motel buildings generally are one to three
stories in height. Entrances to guest rooms in hotels generally are through a central lobby, while entrances to motel guest rooms usually are directly from parking
areas.
Hotels/motels provide customers primarily with lodging and meals. Hotel types include full-service, limited-service, suite, resort, convention, and conference
centers. Motels include motor lodges, motor courts, motor hotels, motor inns, tourist courts, and tourist lodges. Both hotels and motels provide automobile
parking facilities.
Full service hotels may provide a wide range of services, including room service (food served in the sleeping room), in-room snack bars, bellhop services, dry
cleaning services, and transportation to/from airports. They may have other facilities on premises, such as meeting rooms, banquet halls, exhibit halls,
restaurants, coffee shops, cocktail lounges, beauty shops, gift shops, newsstands, laundries, fitness centers, shopping and amusement areas, and swimming pools.
Limited-service hotels provide fewer services than full-service types. Suites provide sleeping and limited cooking facilities, usually in separate rooms. Residential
hotels include apartment buildings with housekeeping, dining services, and room service. Resorts provide the typical hotel services, and generally provide a wide
range of indoor and outdoor recreational services, either seasonally or year-round. Convention hotels provide services to large groups for conferences and trade
shows. Conference centers, as a minimum, have 60 percent of the total occupancy generated by conferences.
Facilities that exist in hotels/motels to support their operations may include laundry rooms, boiler rooms, maintenance shops, kitchens, restaurants, bars,
elevators, escalators, offices, and employee work areas. Hotels located in downtown city areas may provide access to train stations and bus stations. Casino
operations in hotels are not covered in this report.
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Commercial Aut omobile
Exposure Assessment

A variety of vehicles may be employed by a hotel/motel, including
passenger and cargo vans, passenger cars, and maintenance vehicles. A
comprehensive driver qualification and training program needs to be in
place for drivers of all types of vehicles. The following areas should be
reviewed to provide a comprehensive exposure assessment.
Operat ions
Is a safety policy in place addressing the safe operation of vehicles
by employees?
What are the types and numbers of vehicles owned/leased?
Are multiple locations being managed that may require employees to
drive between locations for business purposes?
Is a policy in place requiring that all employees be secured in a seat
belt when a vehicle is in motion?
Is there a written policy addressing the consumption of alcohol and
illegal substances by drivers?
If valet parking is provided, is there a key control program in place?
Are vehicles specifically designed for the required needs (e.g.,
luggage racks)?
Are company vehicles kept in a secure location with adequate key
control?
Driver Qualificat ion
Is it predetermined what employee positions will require driving
duties?
Are drivers properly licensed for the type of vehicle they will
operate?
Is the operation of vehicles restricted to qualified drivers?
Is a drivers State Motor Vehicle Record obtained when first hired,
and periodically updated and reviewed?
Where driving will be part of the applicant's responsibilities, do
reference checks include information on driving?
Are drivers physically qualified to provide the assistance needed by
guests (e.g., luggage handling) and meet other job requirements?
Driver Training
Are drivers provided the necessary training to drive and work safely?
Are drivers instructed on how, as well as provided with the
equipment, to properly secure items in or on the vehicles?
Are drivers instructed to only use communications devices (e.g.,
cellular phones) when their vehicle is stopped?
If valet parking is provided, are drivers properly trained to operate
different vehicles (e.g., standard transmission)?
Are drivers instructed to lock vehicles, and activate the alarm system,
if provided, when vehicles are unattended?
Are records of driver training documented in the employees
personnel file?
Driver Supervision
Are drivers work schedules adjusted to limit fatigue and provide for
the safe operation of vehicles?
Vehicle Maint enance and Inspect ion
Are company vehicles properly maintained and are maintenance
records kept?
Are drivers required to inspect vehicles before operation?
Accident Report ing, Recording and Analysis
Are drivers trained on what to do at the scene of an accident?
Does management record and analyze each accident to help prevent
future occurrences?
Liabilit y Exposure
Assessment
The following questions highlight factors to be considered when
evaluating a hotel for liability exposures.
Loss Cont rol Management
Does the dealer have an organized system for managing liability
exposures?
Do employees receive orientation on their responsibilities under the
system?
Life Safet y
Are hotel buildings regularly inspected for structural integrity?
Are automatic door closers provided on all guest room doors?
Are floor plans, the location of the room and all nearby fire exits,
evacuation directions and other safety information posted in all
guest rooms?
Are means of egress free and unobstructed?
Does the facility have a sufficient number of fire extinguishers?
Are there hard-wired smoke detectors in every guest room?
Are building services (e.g., electricity; heating, ventilating and air
conditioning equipment; and water supply) maintained in safe
condition?
Has the hotel implemented an organized plan for addressing
reasonably foreseeable emergencies on the premises, such as fires,
inclement weather, or medical emergencies?
Is emergency information posted on or near each telephone?
Does the hotel maintain records of all reported guest injuries and
illnesses?
Accident s Prevent ion
Are walking surfaces stable and slip resistant?
Are floors regularly cleaned and swept?
Are high risk areas (e.g., high traffic or frequently wet areas)
inspected frequently for potential hazards?
Are changes in levels, platform edges, or floor openings clearly
marked?
Do stairs, ramps, balconies, platform edges, elevated walkways, or
similar structures have hand or guard rails?
Are the rails securely fastened and free of splinters, rough surfaces
or other accident hazards?
Does the hotel have a regular inspection and maintenance program
for room fixtures and furnishings?
Is water temperature regulated to prevent scalds?
Are cords on electrical equipment in guest areas shortened to limit
trip hazards?
Is the hotel and surrounding premises, including parking facilities,
well-lighted?
Are electrical outlets in frequently wet areas equipped with ground
fault circuit interrupters (GFCI)?
Are vending machines secured to prevent toppling?
Are recreational areas (e.g., swimming pools, fitness rooms, and
playgrounds) free of obvious hazards?
Is adequate protective surfacing located under and around
playground equipment?
Is guest access restricted from areas where building renovations or
maintenance are taking place?
Does the hotel have procedures for handling inclement weather?
Does the hotel have procedures for controlling liability exposures
from use of independent contractors?
Crime
Has the hotel evaluated its property and surrounding area for crime
hazards?
Does the hotel have procedures for limiting the distribution of keys
to guest rooms?
Does the hotel take steps to reduce the amount of cash on hand at
the front desk?
Are employees trained in procedures to follow during robberies to
limit the threat of violence?
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If security guards are used, are they properly trained and supervised?
Are parking lots regularly patrolled?
Is there a program for checking the background of current and
prospective employees?
Are liability notices posted in each guest room?
Ot her Concerns
Are valet parking areas secured?
Is the driving record of all valet parking attendants verified?
Is food prepared and served in safe and sanitary locations?
Does the hotel have organized procedures for managing liquor
liability?
Does the hotel have procedures for managing liability exposures
associated with special events?
Are maximum occupancy limits established for all ballrooms and
conference areas?
Propert y - Crime Exposure
Assessment
Hotels/motels are exposed to the property crimes of employee theft,
robbery, burglary and vandalism. Robbery of customers and front-desk
personnel during late-night hours is of greatest concern because of the
potential for violence and the adverse public relations that could result.
However, from a monetary standpoint, employee theft would be the most
significant exposure.
Robbery
Is the business isolated from its neighbors? Robbers prefer targets
that allow them to escape unseen.
Is cash on-hand or in cash drawers kept at a minimum?
Is cash, especially large bills, removed from registers and deposited
in drop safes?
Is cash transferred to the bank regularly, but not on a set,
predictable schedule?
Is there a need for armored car service or for having a guard
accompany bank messengers (especially for night deposits)?
Is entrance through side and rear entrances controlled during
nighttime hours and are signs placed on the doors to inform guests
of the doors hours of operation?
Is access to the lobby controlled during late-night hours?
Are guests required to pass through a central lobby to access guest
rooms from parking areas?
Are guest room doors provided with self-closing devices and self-
latching locks?
How many personnel, including bellhops and clerks, are on duty
during the high-risk late-night hours? Having more than one person
on duty during late-night hours can be a deterrent to robbery.
Are employees advised to observe and report suspicious persons?
Are employees trained in procedures to follow during and after a
robbery?
Are there security personnel on duty during late-night hours?
Are there security patrols of the facility, including parking areas?
Is there closed circuit television (CCTV) surveillance of parking
garages, rear and side entrances, and other areas of the property,
such as a swimming pool?
Is there adequate lighting of parking areas, rear and side entrances,
and access routes to other areas, such as fitness facilities and
swimming pool?
Employee Theft
Are all job applicants thoroughly screened prior to employment?
Are there controls on the distribution of keys to closets and rooms
that are used for the storage of hotel property?
Are there controls on the issuance of guest room keys to cleaning
and maintenance personnel and are the keys required to be returned
to management at the end of shifts?
Are there controls on petty cash disbursements, bank deposits and
withdrawals, issuance of checks, payrolls, reconciliation of bank
statements, and the paying of invoices?
Can employees enter or leave the facility without being seen?
Is there closed circuit television (CCTV) surveillance of stock
rooms, loading docks, rear and side doors, etc.?
Can employees who are caught stealing be successfully prosecuted?
The fear of prosecution is believed to be an effective employee theft
prevention measure.
Are there inventory controls for hotel/motel property?
Burglary
Is the facility located in a high-crime area? The local police should be
able to provide statistics on property crime and, in particular,
burglary for the area.
Are entrances and exits to the facility provided with secure locks
that meet life safety codes requirements?
Can entrance be gained into the facility through fire exits and
emergency exits?
Is there evidence on doors or door jambs of attempts to break into
the premises?
Are entrances and exits to the facility and outside areas, including
parking garages, provided with adequate lighting?
Are exterior lighting fixtures protected against breakage, and are
damaged lighting fixtures or burned-out bulbs replaced on a timely
basis?
Is high value stock, such as liquor and wines, kept in a locked room
or security cage?
Is access to guest room floors controlled, especially during nighttime
hours?
Are keys to guest rooms controlled by front desk personnel?
Are doors to guest rooms provided with a deadbolt lock and night
latch or security chain?
Does the self-closing device on guest room doors operate properly?
Are guest room doors to balconies or terraces provided with secure
locking devices?
Are adjoining doors in guest rooms provided with secure locks?
Are safe deposit boxes or room safes provided for the use of guests?
Are guest room floors patrolled by security personnel?
Vandalism
Are there signs of vandalism on the premises, such as graffiti on
building walls?
Are there signs of transients or vagrants living on or about the
property?
Is access to buildings and parking areas controlled?
Propert y - Fire Exposure
Assessment
The fire exposures for hotel and motel properties will vary based on the
type of building construction, the size of the facility, and the operations
involved. The loss of life, as well as the structure and furniture, are the
primary fire-loss concerns. Fires may be related to cooking equipment,
clothed dryers, incendiarism, or careless smoking.
Facilit y Design and Const ruct ion
Is the facility in compliance with local building and fire prevention
codes? What is the date of the last inspection of the facility by the
local fire department? Have any renovations and/or alterations been
made since the inspection?
Are there fire exposures from adjacent buildings or structures?
Are boiler rooms and storage rooms separated from each other and
all other spaces by firewalls or fire barriers?
Are fire exits readily accessible?
Are guest rooms provided with at two exit routes?
Are concealed spaces in attics properly fire stopped, or otherwise
protected?
Are the buildings furnishings and decorations fire retardant?
Are high-rise buildings provided with at least one elevator having a
protected (back-up) power source and available to the fire
department?
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Are high-rise buildings provided with a centrally located control
center for monitoring alarms, building services, and
communications?
Are exit corridors at least 44 in (112 cm) wide, and equipped with
an emergency lighting system?
Is the travel distance from an exit enclosure to a public way or street
not more than 100 ft (30 m)?
Ut ilit ies
Does the electrical system appear to be in good working condition?
Is electrical equipment used in wet areas, such as restrooms and
kitchen facilities, designed to provide ground fault protection,
including the use of isolated power supplies?
Is gas- and oil-fired equipment maintained following the
manufacturers recommendations?
Is the electrical system adequate to handle the expected loads?
Are protected power systems provided for critical systems such as,
fire alarms, elevators, and fire pumps?
Are protected power sources designed to meet Class I, Type 60
requirements in accordance with NFPA 70, National Electrical Code,
published by the National Fire Protection Association (NFPA)?
St orage Areas
Are accumulations of combustible materials, such as bedding, paper
supplies, and records, stored in an area separated by firewalls or
barriers?
Are flammable liquids stored in containers that are listed/approved
by a nationally recognized testing laboratory, such as Underwriters
Laboratories Inc. (UL)?
Fire Suppression and Alarm Syst ems
Is the building protected by an alarm system that provides both
manual and automatic initiation devices?
Does the building have a sprinkler system that is installed and
maintained in conformance with NFPA 13, Standard for Installation of
Sprinkler Systems?
Is the facility equipped with a fire detection system?
Are guest equipped with smoke detectors that are tied to the
building fire alarm system?
Are buildings over two-stories; or having fifty or more guest rooms
separated in to individual fire alarm zones?
Are fire alarm zones noted on an annunciation panel located in a
central control center?
Are portable fire extinguishers provided? Are employees trained in
their use?
Operat ions
Is smoking allowed on the premises? If yes, is it restricted to certain
areas?
Are there commercial kitchen facilities? If yes, are they equipped
with fire protection systems?
Are cooking appliances inspected on a regular basis - at least
annually?
Are clothes dryers cleaned and serviced following the manufacturers
recommendations?
Are soiled linen and trash containers made from non-combustible
materials, equipped with a self-closing lid when the capacity exceeds
20 gallons?
Emergency Preparedness
Is there an emergency action plan for the facility?
Are emergency evacuation drills conducted on a quarterly basis?
Do employees check the exit doors and exit paths on a daily basis to
ensure access during an emergency?
Does each guest room have an evacuation map indicating the guest
location and the route to an exit affixed in close proximity to the
room door?
Incendiarism and Arson
Does a fence protect the perimeter of the property?
Are all exterior areas of the property illuminated?
Are exterior doors and windows secured from un-authorized access?
Propert y - Inland Marine
Exposure Assessment
The following areas should be reviewed in order to assess the inland
marine exposures of a hotel or motel.
Business Int errupt ion
What is the history of natural hazards, such as flooding, hurricanes,
tornadoes, and lightning, in the area?
What is the potential for a natural disaster closing the business?
Is the facility protected by an automatic sprinkler system that meets
applicable codes and standards?
Is it a full-service establishment, with exhibit halls, conference
centers, casinos, bars, restaurants, or entertainment facilities?
Does the business operate independently or is it part of a chain,
such that a temporary business interruption could be handled by
another facility in the chain?
Is the business in a stand-alone building or is it located such that a
fire in adjoining premises could spread to the facility?
What is the financial condition of the business?
What would be the effect if a loss occurred during the peak business
season?
What is the experience and training of the employees?
What are the usual hours of operation?
Accounts Receivable and Valuable
Papers/Records
Is there potential for theft or vandalism?
Are records stored in basement areas such that there is a potential
for mold, water, or flood damage?
Are valuable papers/records stored in appropriate record protection
equipment?
Is there a well-organized and supervised bookkeeping system in
place?
Are there general control procedures to protect records, and are
these controls enforced?
Do automatic sprinklers and smoke detectors protect the facility?
Is the fire alarm system connected to a central station monitoring
service?
Are smoking regulations enforced?
Are good housekeeping practices maintained throughout the hotel
or motel?
Are there set administrative procedures for delayed vendor or
customer service payments?
Are there contingency plans in place for the retrieval and recovery of
damaged records?
Elect ronic Dat a Processing Equipment and Media
What are the numbers, ages, and condition of all types of
computers, cash registers, and other special equipment?
Is there any custom-made software in use?
Are computer systems used or accounting, record keeping, state
inspections, or inventory control?
Are computer files backed up on a regular basis?
Are backup files for such systems kept in the appropriate record
protection equipment or stored at an off-site location?
Bailment
Have background checks been performed on all personnel with
access to bailed property?
Are safe deposit boxes in a secure location?
Is there a program to control access to the keys to the safe deposit
boxes?
Is there a need for fire or flood protection for bailed property?
Have the average and maximum values been determined for bailed
property?
Is there a record-keeping system for the receipt and return of bailed
property?
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Equipment
What are the ages, condition, numbers, and types of equipment that
could be exposed to loss?
Is the equipment secured against theft?
Are there sign-out sheets for recreational equipment and are records
kept on file?
Is inventory of all equipment taken on a regular basis?
Is the equipment kept clean, well maintained, and in good working
order?
Signs and Awnings
Is each type sign and awning described in detail, indicating the age,
type of material, description of the size and type of lettering, and
their location on the facility?
How are the signs and awnings constructed, at what height from
street level are they located, and how are they fixed to the structure?
Are signs attached or of the freestanding type?
Are outside signs and awnings subject to fire, hail, windstorms,
vandalism, or damage from moving vehicles?
Are both signs and awning fixtures constructed of metal or other
noncombustible materials?
If there are street clocks located at the hotel or motel, what are their
ages, present condition, and are they in good working order?
Fine Art s
What are the ages, condition, numbers, and types of fine arts that
could be exposed to loss?
Have all fine arts been photographed, appraised and cataloged?
Is an inventory of all fine arts taken on a regular basis?
Is there potential for theft, arson, or vandalism, or for water or flood
damage?
Are valuable statues, paintings, and other works of art protected
from damage or theft?
Are good housekeeping practices maintained throughout the facility?
Is the facility protected by automatic sprinklers and smoke
detectors?
Is there a fire alarm system and is it connected to a central station
monitoring service?
Workers Compensat ion
Exposure Assessment
For hotel and motel workers, an assessment of exposures to injuries and
illnesses should focus on falls, strain, hazardous substances, and
workplace violence. However, in analyzing the level of safety for any
organization, consideration should be given to managements concern and
actions in establishing safe work procedures, and workers involvement in
creating a safe work environment.
Management
Is there a formal and written safety program?
Is there an understanding of the financial impact of losses/injuries
on the bottom line?
Is there a safety orientation and training program for new workers?
Are healthcare and/or other benefit programs made available to all
workers?
What are the ages, training, and experience of the workers?
Is there high turnover?
Are less-experienced workers properly supervised?
Are new workers required to take pre-employment physicals?
What is the historical frequency and severity of workers
compensation claims?
Are on-site medical services provided?
Has the company ever been cited for safety deficiencies by Federal
or State agencies?
Is personal protective equipment (PPE) provided to workers?
Falls
Is slip-resistant flooring or mats used in appropriate locations?
Are all areas kept neat and orderly to prevent same-level slips, trips,
and falls?
Are warning signs used during and after a floor has been mopped or
waxed?
Is adequate lighting provided in aisles, stairways, and storage rooms?
Are good-housekeeping procedures emphasized?
Is trash removed on a daily basis?
Are worn, torn, or loose flooring immediately repaired?
Are wiring and telephone cords properly secured to prevent tripping
hazards?
St rains
Are workers instructed in the use of safe-lifting techniques?
Are workers encouraged to obtain help when lifting or moving
heavy objects?
Are procedures for two-person lifts used, where appropriate?
Are back injuries investigated to determine the causes and identify
needed procedural changes?
Hazardous Subst ances
What hazardous chemicals are stored, handled, or used by workers?
Are Material Safety Data Sheets (MSDSs) obtained and made
available to workers?
Are all workers able to read the MSDS and understand the hazards
and safety requirements?
Are hazardous chemicals properly labeled?
Are workers trained according to the requirements of the OSHA
Hazard Communication Standard?
Is personal protective equipment (PPE) provided for workers who
use or handle chemicals?
Are chemically-soiled materials and equipment either sterilized or
discarded?
Are any carcinogenic chemicals used in the school science
department?
Is the exhaust ventilation system adequate to remove
flammable/toxic vapors?
Are flammable and combustible liquids stored in approved
containers?
Are waste removal procedures for chemicals established?
Are emergency overhead showers and eye wash stations provided?
Cooking Operat ions (Cut s & Burns)
Are stoves, ovens, fryers, heat lamps, microwave ovens, or other
heat generating apparatus used?
Is PPE provided for handling hot utensils and appliances?
Are signs posted to alert personnel to hot surfaces?
Is there any potential for grease splattering?
Does food preparation require the use of slicing machines, and are
they properly guarded?
Are knives, slicers, and other cutting devices used?
Are sharp instruments used during food preparation, as well as for
unpacking materials?
Are electrical appliances properly grounded, and wires in good
service?
Is the food preparation area (cooking) adequately ventilated?
Workplace Violence
Are workers trained in identifying situations that may lead to
workplace violence?
Are workers trained in conflict resolution?
Are procedures established to address what actions to take following
a violent incident?
Are procedures established to foster open communication between
workers and supervisors?
Are supervisors trained to recognize potential worker conflicts and
behavior leading to workplace violence?
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Commercial Aut omobile
Exposure Cont rols

A loss control program to address the commercial vehicle exposures of
hotels and motels should include the following factors: operations; driver
qualification, training, and supervision; vehicle maintenance; and accident
reporting, recording, and analysis.
Operat ions
Safety Policy - It is essential that drivers be instructed that the safe
operation of vehicles is extremely important. This directive commonly
takes the form of a safety policy that states management's concern with
safe operations, including vehicular safety.
For further information, see Commercial Vehicle Report CV-10-04, Safety
Policy.
Employee Vehicles - Even when employees are using their own vehicles
to perform tasks, such as picking up supplies or going to the post office,
management should be concerned about their driving skills, as the
business still may be held liable for damages should the driver become
involved in an accident.
Driving - Management should insist that the driver and all employee
passengers be secured in a seatbelt whenever a vehicle is in motion.
Drivers should be trained to suggest to guests that they consider using seat
belts as well for their safety. Drivers taking medications should be aware
of their side effects, and decline to drive a vehicle if they have any
concerns about adverse reactions to the medication. Drivers should take
steps to minimize distractions while driving. The use of cellular phones
and other communication devices should be prohibited when the vehicle
is in motion.
Substance Abuse - The consumption of alcohol should be prohibited for
drivers anytime during working hours and for four hours prior to driving.
The policy should also prohibit the use of controlled substances.
Vehicle Design - Vehicles transporting equipment and luggage need to
be equipped to provide occupants protection against shifting or falling
cargo (e.g., a barrier between the driver's compartment and cargo
compartment of a van, luggage racks, etc.).
Personal Use of Vehicles - A business may allow employees to use
company vehicles for personal activities. If this is allowed, there should be
specific rules on who is allowed to operate the vehicle and the acceptable
radius of operation.
Security - To prevent theft of vehicles, all vehicles owned/leased by the
business should be locked when unoccupied and alarm systems activated,
if provided. Keys to vehicles should be controlled and in a secure location,
and adequate lighting and other crime prevention precautions should be
taken on the business' property. Drivers should always lock unattended
vehicles.
Driver Qualificat ion, Training and Supervision
Establishing Policy - All individuals, who will be driving vehicles on
behalf of the business, should be screened to make sure that they are
qualified and have safe driving records. Management should not assume
that anyone who drives is suitable to drive for the company. The
establishment of a meaningful and realistic driver selection and
qualification program is vitally important.
Driver History - An applicants employment application should require
information on driving history when the applicant is likely to operate a
vehicle for the business. A copy of the driver's Motor Vehicle Record
(MVR) should be obtained from each state where a driver holds a license,
to ascertain that the applicant has a valid license and to review the driver's
past record. A driver may be licensed in multiple states to spread
violations and give the appearance that he/she has an acceptable driving
record. A history of accidents and moving traffic violations could indicate
a major problem with the applicant. The MVR should be updated
periodically to identify any problems that might have developed.
Reference Checks - Reference checks with previous employers should
include specific information on the ability and experience of the potential
employee in the operation of vehicles. Information should include length
of employment, job performed, accident record, and whether the previous
employer would re-hire the individual.
Driver Issues - The physical fitness of the driver also should be
considered before hiring and should be periodically reevaluated. As fatigue
can have a severe effect on the ability of a driver to operate a vehicle
safely, schedules should be carefully assessed to help assure that the driver
has sufficient rest.
Driver Testing - A qualified driver should take a test drive with the
applicant to determine any deficiencies in driving skills. Defensive-driving
techniques should be evaluated. Defensive driving is driving to prevent
accidents in spite of the incorrect actions of others or adverse driving
conditions (such as weather, traffic, lighting, vehicle or road conditions, or
the driver's physical or mental state). Any bad driving habits should be
corrected prior to a driver's first trip.
Driver Qualification File - A copy of the drivers license and current
MVR, and information on reference checks, road testing, and training,
should be made part of the drivers personnel file.
Driver Training - Proper training reduces operational disruptions and
minimizes unnecessary costs from accidents and equipment abuse.
Positive driver attitudes can be promoted by emphasizing that the intent
of the training program is to benefit drivers by helping them to perform
their jobs safely and efficiently. Drivers need to be instructed on the
proper way to operate vehicles (e.g., where controls are located, and how
to secure cargo). Emergency procedures to follow should problems be
encountered while en route should be included in the training. In case of
mechanical problems with the vehicle, the driver should know what to do
with the disabled vehicle and the person(s) to contact. Proper procedures
to follow in case of an accident should also be established.
If 15-passenger vans are used, the handling characteristics of the vans, and
their greater risk of having a rollover crash, requires drivers to be specially
trained in their operation.
For further information, see Commercial Vehicle Reports CV-25-00,
Driver Training and CV-90-05, Safe Operation of 15-Passenger Vans.
Driver Supervision - Some techniques to determine if drivers are
performing in a safe manner are to follow the driver when dispatched
(caution needs to exercised, as the driver may panic if they think they are
at risk); to park somewhere on the driver's route and observe the vehicle
when it passes; and to include a clearly displayed telephone number on the
vehicle to report driver performance (the phone should be answered by
someone with supervisory responsibility).
Vehicle Maint enance and Inspect ion
Accountability - Vendors providing vehicle maintenance should be
qualified to perform the work and reputable. When vehicles are leased, it
should be clearly stated who is responsible for providing maintenance.
The schedule for performing maintenance should be detailed and
performed accordingly.
Recordkeeping - There should be a record of all preventive maintenance
and repair work performed on company vehicles. To be useful,
maintenance records should clearly identify the vehicle, be kept current,
record only meaningful data, and be reviewed on a periodic basis.
Pre-Trip Inspection - Drivers should inspect vehicles at the start of each
day to assure that everything is functioning properly, especially those
related to safe operation (e.g., tires, lights, windshield wipers, and brakes).
Any problem that develops should be promptly reported.
For further information, see Commercial Vehicle Report CV-35-00,
Vehicle Maintenance.
Accident Report ing, Recording, and Analysis
Preparedness - A system of reporting, recording, and analyzing the facts
surrounding accidents should be established. These procedures should be
reviewed often to assure that all those involved know their role should an
accident occur, and that the procedures provide for a thorough analysis of
the events that led up to the accident. An information packet containing
instructions and forms for use in case of an accident should be carried in
the vehicle at all times.
Accident Investigation - All accidents should be investigated to some
extent and should not merely seek the specific act that was involved, but
should go further into the conditions responsible to avoid problems in the
future. A determination should be made as to whether the accident was a
"preventable accident" on the part of the business's driver.
For further information, see Commercial Vehicle Reports CV-45-00,
Accident Reporting, Recording, and Analysis and CV-45-01, Determining the
Preventability of Motor Vehicle Accidents.
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Liabilit y Exposure Cont rols
The liability exposures at a specific hotel and motel will vary depending
upon a number of factors, including the location, the types of products
sold and services provided, and the size of the facility. The following
sections provide recommendations for controlling liability exposures
typically found in hotel and motels.
Loss Cont rol Management
Hotel and motels should establish an organized system for managing
liability loss exposures. This system should define the policies and
procedures that the organization will take to eliminate or control potential
loss exposures.
The formality of the program will vary depending upon the size of the
business; however, the system should include provisions for the regular
inspection of the premises for loss exposures; documentation of
inspection results and corrective actions taken, if any; investigation of
accidents; and analysis of losses.
Employees should receive orientation in their responsibilities under the
program when first hired. Retraining should be provided on a regular
basis. For further information on developing loss control management
systems, see Liability Report LB-20-01, Loss Control Management System.
Life Safet y
General - Hotels should meet all applicable building and fire code
requirements for life safety in the event of a fire or similar emergencies.
These requirements will vary by jurisdiction. One commonly used source
of requirements for fire and life safety is the Life Safety Code, NFPA
Standard 101, published by the National Fire Protection Association
(NFPA). This code contains requirements for the design, construction,
and operation of businesses and structures. For general information about
the Code, see LB 30-10, The Life Safety Code.
Structural Integrity - Hotels should be built to applicable building code
requirements. The structure should be regularly inspected for signs of
structural insufficiency. Special attention should be paid to unique
architectural features in buildings that pose increased levels of hazard,
such as elevated walkways (e.g., sky walks), balconies, or long-span atria.
Buildings located in areas exposed to natural hazards, such as earthquakes
or hurricanes, should be designed, constructed, and maintained to resist
such hazards.
Building Egress - The building should provide a sufficient number of
means of egress in case building evacuation is necessary. Every exit should
be clearly visible or the route to the exit conspicuously indicated, and the
exit access and exits themselves should be marked and lighted as required
by local code. Hotels are required to post floor plans, the location of the
room and all nearby fire exits, evacuation directions and other safety
information in all guest rooms. All means of egress should be free and
unobstructed. Exit doors should be arranged to open readily when the
building is occupied. Powered doors should be designed and installed to
be functional even in the event of power failure.
Smoke Control - Buildings should be constructed with smoke barriers to
control smoke movement. Most fatalities in hotels are the result of smoke
inhalation. Fire doors should be regularly inspected and kept clear.
Automatic door closers and self-latching locks should be installed on
every guestroom door. Closers should be randomly inspected on a regular
basis. If inoperable closers are found, all closers should be tested.
Nonfunctioning closers should be repaired or replaced.
Fire Prevention and Control - Hotels should meet applicable code
requirements for the installation and maintenance of building services.
Special attention should be paid to high-hazard areas, such as restaurant
kitchens, in-house laundries, and boiler rooms. The sufficiency of these
systems should be reevaluated if any major new equipment is installed or
renovations are performed.
Guest areas should have AC-powered smoke detectors. Also, hotels and
motels that are more than three stories should be fully sprinklered. Water
supply to the system should be regularly tested and booster pumps
provided, if necessary.
Fire extinguishers should be provided on premises. The type and number
of extinguishers will usually be specified by local code. Hotels should
maintain an inventory of all units and regularly verify that the units are in
place and are fully charged. Extinguishers should be inspected and tested
according to fire code requirements. All employees should be trained
periodically in using the extinguishers.
Flammable and combustible materials should be stored away from heat-
or flame-producing equipment. If laundry facilities are provided for guest
usage (or, if laundry services are provided on property), lint filters in
dryers should be regularly cleaned and the machines properly maintained.
Pool chemicals should be stored away from incompatible substances and
according to local hazardous materials regulations.
For additional information of fire prevention and control at hotels, see the
Property - Fire section of this report.
Emergency Preparedness - Facilities should develop and implement
plans for addressing reasonably foreseeable emergencies on the premises.
Such emergencies can include fires, explosions, hazardous material spills,
severe weather, natural disasters, crime, and medical emergencies. The
plan should include procedures for promptly notifying emergency services;
protecting employees, customers and the general public; protection of
property; resuming operations as soon as possible, damage control
procedures, communication with media and other outside entities; and
prompt notification of legal or insurance contacts. Routine emergency
drills should be established to train employees how to effectively respond
to such situations. Most jurisdictions mandate regular employee fire drills.
Guest Injuries and Illnesses - Instructions in the correct procedures for
obtaining emergency assistance should be posted on or near all
telephones. These instructions should include any special numbers (e.g.,
8 or 9) that must be dialed before connecting to a hotel operator or
an outside line. Hotel operators should be trained in how to handle
emergency calls. Also, hotel personnel should never delay or refuse to call
911 for a guest in an emergency situation.
All reported guest injuries and illnesses should be documented. A
standardized report form should be developed and used. This form
should contain space for collecting information on witnesses to the
incident (other than staff). Employees should be trained on how to fill out
the form. Staff should be taught never to editorialize about what
happened and only report facts. Opinions of others about the cause of the
incident should be prefaced with alleged or other term acceptable to
hotel legal counsel.
Carbon Monoxide - Chimneys, flues, and vents for fuel-burning
appliances and equipment should be evaluated annually for leaks and
blockages by creosote or debris. All vents to furnaces, water heaters, or
boilers should be checked to make sure that they are not loose or
disconnected.
Accident Prevent ion
General - Hotel operators should implement an organized program for
identifying and correcting accident hazards on the premises. This program
should include regular inspection of the premises and maintenance of
equipment, fixtures, or furnishings that could become hazardous if not
properly serviced (e.g., a leaky sink that causes a wet condition, which
results in a slip and fall).
Walking Surfaces - All walking surfaces should meet building code
requirements for stability and slip resistance. Existing surfaces should be
retrofit or reconditioned to improve slip resistance, as necessary. High-
traction floor finishes may be used to enhance or maintain slip resistant
properties of the floor surface. Floor mats or slip-retardant floor coverings
should be used entrances, exits or other frequently wet areas. Differences
in floor height or texture should be clearly marked.
The hotel should regularly be inspected for fall hazards, such as spilled
liquid, tracked in snow or rain, or obstructions in walkways. Inspectors
should pay special attention to high-risk spots (e.g., high traffic or
frequently wet areas). Hazards identified during the inspection should be
marked and corrected. If the correction cannot be done promptly, the
hotel operator should take steps to warn guests about the hazard (e.g.,
station an employee at the hazard or restrict access to the hazard). If
warning signs are used, the sign should not be generic, but should
specifically address the hazard present (e.g., CAUTION - WET FLOOR).
A floor cleaning program should be established to address both regular
cleaning of floor surfaces and clean-ups in response to spills or other
accidents. Floor cleaning is extremely important. Floor contamination can
increase the slipperiness of an otherwise acceptably designed floor. The
frequency of cleaning will vary depending upon foot traffic, weather and
other factors.
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Workers responsible for floor cleaning should be trained in proper floor
cleaning techniques. Slip retardant flooring may require specific
maintenance procedures. Also, applying too much cleaner or improperly
removing finishing products can increase the slip hazard of the floor. All
floor cleanings should be documented with the date, time of cleaning, and
the person who performed the cleaning. Managers should regularly review
employee performance.
Parking Lots - Parking lots should be designed without wheel stops or
speed bumps. Gratings, posts, or other obstructions, or changes of
surface, should be clearly marked. Designated walkways or sidewalks
should be provided for guests. Sidewalks should meet building code
requirements and should not be obstructed with garbage or other debris.
The parking lot should be well lighted.
Outdoor garbage areas should be located away from guest entrances.
Pathways to outdoor garbage-area enclosures should be regularly
inspected and cleaned. Roof drain downspouts should be located away
from building entrances or patron walkways.
The parking lot should be posted with signs or markings indicating where
vehicles are to travel, and other appropriate signs and warnings, such as
safe speed limits or warnings about the presence of speed bumps or other
obstructions. The markings should be easily visible and understandable.
Entrances and Exits - People may become trapped in, or collide with,
entry and exit doors. All doors should open in the direction of pedestrian
traffic. If different doors are provided for entering and exiting the
premises, each should be marked so that guests do not attempt to enter
through the wrong doorway.
Glass panels in doors should be made of safety glazing. The panels should
be free of cracks and abrasions. Glass doors should be marked with some
form of conspicuous pattern or design near eye level to prevent customers
from walking into an unopened door.
Metal doors should be free of burrs and sharp edges. Thresholds and door
saddles should be firmly fastened to the ground.
Full-width walk-off mats should be used at all entrances. The mats should
be recessed in wells or be of low profile design to reduce trip hazards,
have non-slip backings to reduce slippage, and abrasive to provide traction
when wet conditions are present. They should be easy to clean.
Automatic Doors - Automatic doors should be designed, constructed
and installed in accordance with building code requirements. Many codes
require compliance with ANSI/ Building Hardware Manufactures
Association (BHMA) standard A156.10, American National Standard for
Power-Operated Pedestrian Doors. Store personnel should inspect doors each
day for proper functioning. Doors that are not working properly should
be noted, maintenance arranged, and steps taken to protect customers
from the hazard (e.g., placing signs to warn of the hazard or locking the
door open). A technician who is certified by the door manufacturer or
American Automatic Door Manufacturers Association (ADAAM) should
inspect doors at least annually.
Changes of Level - All changes of level (e.g., ramps, stairs, elevators, and
escalators) should be designed, constructed, and maintained according to
local building and fire code requirements. All changes in level should be
well lighted, clearly marked, and free of obstructions.
Stairs that may become wet or slippery should be equipped with slip-
resistant surfaces. When carpeting is used on stairs, special attention
should be given to the pattern or design on the carpet because some
carpet or rug patterns make it difficult to detect the leading edges of the
stair tread. It may be necessary to highlight the leading edge of the stair
with a different textured material. Steps with three or fewer risers should
be avoided wherever possible. Stair and handrails should be firmly
fastened to walls and steps. The top rail should be smooth to prevent
injuries to hands.
Ramps should be provided with slip-resistant surfaces. The slope on
ramps should not exceed 1:12. The Americans with Disabilities Act
Accessibility Guidelines (ADAAG) recommend the use of slopes between
1:16 and 1:20 whenever possible, especially for ramps with long runs. The
slope of the ramp should be consistent along the full length of the run.
Exterior ramps should be provided with a slight cross-slope to permit
drainage.
Elevators and escalators should be inspected and maintained, according to
applicable state regulations. Boarding areas should be clearly identified.
Balconies - Balconies should be provided with railings to prevent falls.
Railings should meet building code requirements. Railings should be
firmly mounted, and should be regularly inspected for corrosion, loose
bolts, or broken rails. Inspections should be documented.
Sliding glass doors to balconies should be of tempered safety glass or
other appropriate material. The glass should be clearly marked with decals
or otherwise indicated to prevent people from running into doors. Doors
to balconies should have locks that are difficult for a child to operate.
Lighting - All lighting should comply with local building and fire code
requirements. If no requirements are specified, lighting should meet the
guidelines of the Illuminating Engineering Society of North America
(IESNA).
Lighting should be inspected regularly and burned-out bulbs should be
replaced on a timely basis. Electrical wiring to fixtures should not be
exposed, and lighting fixtures should be protected from vandalism.
Outdoor lights should be able to withstand the elements.
Emergency lighting should be installed, wherever required, and regularly
tested.
Water Temperature - Water temperature in bath, sinks, showers, hot
tubs, spas, and whirlpools should be regulated to prevent scalds.
Regulation of water temperature can also result in lower energy costs.
The temperature of hot water should be monitored regularly for
temperature extremes. The water temperature should be tested at the
guestroom nearest the hotels water supply. Testing should be done at
different times of the day to account for differences in water usage at the
hotel. Water temperature at the faucet should be limited to 120-125F (48-
52C). If water is delivered to faucets at higher temperatures, a
temperature regulator or anti-scald device should be installed. Also,
industry standards recommend that hot tubs and spas be kept between
98F (36C) and 103F (39C).
Hot and cold water controls should be properly installed and maintained.
For two-control faucets, the cold water control should be on the right and
the hot water on the left. For single control faucets (i.e., rotary faucets
with internal mixing valves) there should be instructions on the faucet to
indicate the proper turning direction for hot or cold.
Electrical Outlets and Fixtures - All electrical outlets and fixtures
should be installed in accordance with local electrical codes. All wall
receptacles in wet areas, including bathrooms and near sinks, should have
ground fault circuit interrupters (GFCI). Electrical cords and plugs should
be regularly inspected and kept in good repair. Cords in guest rooms
should be shortened to limit guest trip hazards. Extension cords, if used,
should be UL-Listed and never placed under carpets.
All electrical appliances and equipment also should be listed by a
nationally recognized testing laboratory. Appliances should be regularly
inspected for damage and repaired or replaced, as necessary.
Furniture, Fixtures, and Equipment - Hotel and motels should
establish a regular inspection and maintenance program for furniture,
fixtures, and equipment. These items should be inspected for safety when
purchased and installed, then inspected on a regular basis to ensure the
safety of the item. Areas of inspection include damaged or uneven chair
and table legs; rough surfaces, splinters, chips or cracks; loose or missing
fasteners; and protruding springs. Mirrors drink carafes, and glassware in
guest areas should be inspected for chips and cracks.
Employee training should identify the importance of reporting problems,
and employees should be encouraged to inspect furniture, fixtures, and
equipment, and report items in need of repair. Damaged items should be
removed from the guest area until they can be repaired. If the item cannot
be removed, the item should be tagged as being damaged, and signs
placed to warn guests against using the item until it can be repaired.
Repairs should be supervised. If done in-house, employees should be
trained in proper maintenance techniques. Repair done by outside
contractors should be inspected before the item is put back in service. A
log should be kept of when the item was repaired and by whom, and
stickers placed on it as a means of identification.
Particular attention should be paid to cribs and play yards provided to
guests with young children. A spot check of hotels and motels by the
National SAFEKIDS Campaign in fall 1999 found unsafe cribs and play
yards in 80 percent of hotels and motels visited. Of the cribs inspected, 82
percent had at least one safety hazard, including loose hardware or lack of
secured mattress supports that could entrap a baby; soft bedding,
including quilts, comforters or pillows that could cause suffocation; and
adult- sized sheets that pose a strangulation and suffocation hazard. Of
the play yards and mesh cribs inspected, 52 percent had at least one safety
hazard, including tears or holes in the meshing, which pose an entrapment
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risk to babies, and soft bedding. CPSC and SAFE KIDS have prepared
and made available information those hotels and motels can use to make
sure cribs and play yards are not hazardous.
Vending Machines - Hotel and motels may have vending machines for
dispensing of ice, candy, soft drinks, or other items. Wall mounted
vending machines should be firmly secured in place. Floor standing
machines should be secured to prevent tip-over. Vending machines
should not be placed in egress pathways or other aisles where they could
block access to exits.
Rubber mats or slip-retardant floor covering should be placed under self-
service vending machines used to dispense ice or liquids. If a raised mat or
covering is used, it should be clearly visible with distinctly different
coloring than the surrounding floor. Also, the area surrounding the
machine should be regularly inspected for liquid spills and cleaned
accordingly.
Displays and Decorations - Numerous displays and decorations may be
found in hotel and motels. These may include lobby signs, seasonal
decorations, flowers, plants, wall hangings, or statuary. All displays and
decorations should be evaluated for fire safety before installation. Special
care should be taken with live plants, such as Christmas trees, or flaming
decorations, such as lighted candles or luminaries. In addition, intended
installations should be evaluated for potential accident exposures (e.g.,
distraction of patrons, creation of tripping hazards, or obstruction of
means of egress) and measures should be taken to address any concerns
that arise (e.g., securely fastening the item or locating the display out of
aisles). All displays should be inspected regularly and corrective action
taken, if necessary.
Pools - All swimming pools and spas should meet local requirements for
design, installation, and operation. Regulators typically refer to the
National Spa and Pool Institute (NSPI) standards for these requirements.
The pool should be enclosed within a fence and access to the pool should
be restricted to pool guests. Hotels that provide kiddie pools for young
children should separate these pools for adult pools. Also, the hotel
should consider placing a second fence around the smaller pool.
Pool hours should be posted at all entrances to the pool area. If lifeguards
are not provided, No Life Guard on Duty signs should be prominently
displayed. There should also be a list of water safety rules that guests
should follow. Designated hotel staff should be made responsible for
making sure that hotel rules are observed.
Swimming pool depth markers should accurately reflect the depth of
water. Older pools may have deep water sections where diving once was
permitted. Hotels should consider reducing the depth of the deep water
areas to reduce the potential drowning hazard. Deep water pools should
always be supervised by certified life guards. All lifeguards should have up-
to-date certifications.
An emergency phone should be placed in the pool area. The phone should
be conspicuously marked. Management should post emergency dialing
instructions on the phone. Safety equipment should also be provided.
For more information on pool safety, see Products Liability Report PS-80-
11, Swimming Pools, and Liability Report LB-30-63, Public Swimming Pools.
Exercise Rooms - Exercise rooms should meet the American College of
Sports Medicine recommendations for health clubs and recreational
facilities. Access to the rooms should be restricted to hotel guests or
paying members. For more information see Business Link Report BL-20-
13, Health Clubs.
Playgrounds - The areas around playground equipment should be
equipped with protective surfaces. All equipment must be fabricated in
accordance with ASTM Standard F1487, Playground Equipment for Public
Use. The equipment should be carefully maintained to prevent loose
components and sharp points from developing. All equipment should be
well anchored. Equipment should be laid out so children using adjacent
equipment do not collide. Suitable impact absorbing surfacing materials
should be provided and properly.
Beaches - Cabanas, beach chairs, and umbrellas provided to guests
should by regularly inspected and kept in good repair. Guests should be
warned about unreasonably dangerous conditions, such as strong currents,
steep drop-offs to deep water, hidden rocks, or extreme weather that the
hotel has knowledge about. Areas patrolled by lifeguards should be
marked.
Renovations - Arrangements should be made to restrict access to areas
where building renovations or maintenance are occurring. Major
renovations or maintenance should be scheduled for non-customer hours,
whenever possible. Electric cords used during maintenance and
construction should be brightly colored. Areas where maintenance and
construction is being done should be cordoned off and signs should be
placed to warn of tripping hazard. Also, the area should be frequently
inspected for accident hazards, such as spilled liquids.
Inclement Weather - Inclement weather, such as rain or snow,
may temporarily increase accident hazards at the hotel and motel. The
hotel and motel should establish housekeeping procedures during these
periods of increased risk. Such procedures may include removing snow
from sidewalks and parking areas, sanding outdoor areas to increase
traction, laying rubber or vinyl mats at entrances and exits, preventing
access to outdoor recreational areas, and placing signs to warn of the
increased hazard. Snow and ice removal equipment should be available
and in good working order. A supply of sand or other traction-enhancing
substance should be kept on hand.
All cleaning times and sand applications should be documented in a log.
The log should also document the placing of floor mats and the cleaning
of lobby ways and entrances. Particular attention should be paid to the re-
freezing of melted snow as sundown approaches.
Contractors - Independent contractors may be used for security services,
equipment maintenance, or a variety of other operations. Liability
exposures created by the use of independent contractors can be managed
through contractor selection, contractual agreements, and certificates of
insurance. Once on-site, the contractors should be made familiar with the
safety policies.
Securit y
Crime Assessment - Hotels should evaluate the crime hazard for their
location and take steps to address these hazards. Local police should be
contacted to develop an incident history and profile for the surrounding
neighborhood. Communication should be established with other
hotels/motels in the area to determine crime patterns. The hotel property
itself should be evaluated to determine whether building features, such as
alleyways, alcoves, and recessed doorways, increase the opportunity for
crime.
Facility Design - All walkways, hallways, parking lots, and other open
public areas should be properly illuminated. This will not only benefit
security, but will help prevent accidents. Hotel grounds should be cleared
of underbrush to make visual surveillance easier. Access control, perimeter
security, and surveillance cameras should be considered in areas or
facilities that are remote or isolated, such as swimming pools and fitness
centers.
Security Guards - If security guards are used, steps should be taken to
ensure that they are properly hired, trained, and supervised. Also, guards
should wear uniforms that visually identify them as security personnel.
This serves two purposes - customers can identify the guards and the
guards may serve as a deterrent to criminals. See Crime Prevention Report
CP-74-10, Security Guard Services: Liability Considerations, for a discussion of
liability concerns with the use of guards.
Guest Rooms - Criminal assaults in guestrooms is a significant concern in
hotels. A guest safety program should be in effect. This should include
providing security information to guests, making sure all locks in
guestroom doors are functioning properly, implementing procedures for
controlling the issuance of guestroom keys, and utilizing other measures
for keeping guests safe. For detailed information on guest safety at hotels,
see Crime Prevention Report CP-93-30, Security for Hotels and Motels.
Parking Lots - Criminal attacks may occur in parking lots. Liability for
injuries suffered by customers in a criminal attack generally is determined
by who controls or has maintenance responsibility for the parking lot.
This responsibility is usually contained in a lease agreement. For additional
information on parking lot security, see Crime Prevention Report CP-93-
40, Security for Parking Facilities.
Robbery - Guests can be injured during a robbery. To reduce potential
liability, hotels should have a written robbery prevention program.
Elements of the program may include limiting the amount of cash at the
front desk, using cash control safes, and making bank deposits on a
regular basis. Employees should be trained in the proper procedure to
follow during a robbery.
Employee Selection - A hotel may be liable for the injuries to a guest due
to the act of an employee who was not properly hired. Prospective
employees should be carefully screened prior to hiring. Prospective
employees should be required to fill out an application form listing prior
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work experience and references, and this information should be verified.
For information on interviewing and background checks, see LB-70-50,
Interviews and Background Checks.
Liability Notices - Most states have laws that let innkeepers limit their
liability for the loss of guest valuables. These laws typically require the
hotel to post a notice in each room or public area notifying hotel guests of
the liability limitation. They may also require hotels to provide guests with
access to safes or other secured storage. Local requirements should be
identified and followed.
Ot her Concerns
Valet Parking - Cars accepted from guests should be parked in secure
areas and locked. Signs at valet parking stands should remind guests to
remove valuable items from the car. Tickets/receipts for their cars should
be provided to guests and should be required back when guests reclaim
their cars. Customer keys should be secured to prevent theft. In high
volume operations, hotels should consider videotaping cars to document
car condition before and after parking.
Hotels should check the motor vehicle records of all parking attendants.
Criminal background checks also should be considered. Attendants should
be required to log the cars that they parked and the location of the car.
Accidents involving a patrons car should immediately be reported to
management.
Hotels may consider contracting valet parking to a professional service
provider. If this is done, the providers credentials and insurance should
be examined and references verified.
Food and Drink Service - Hotels may offer food and drink services to
their guests. These services may range from vending machines and in-
room honor bars, to room service, to full-service restaurants and
nightclubs. Food services may be operated by the hotel or contracted to a
food service provider.
Vending machines should be regularly examined and consumables
restocked or replaced as necessary. Alcoholic substances made available
for sale in rooms should be stored in locked cabinets or refrigerators, and
keys only provided to guests that are of legal drinking age. Hotel staff
should inspect in-room bars between guests, and should remove any
opened or damaged products.
Restaurant and bar operations pose a variety of premises and products
liability exposures. For information on these liability exposures, see
Liability Report LB-30-41, Restaurants.
Meetings, Conferences, and Special Events - Hotels may have exhibit
halls, ballrooms or other areas that are made available to third parties for
private meetings, conferences, and special events. Hotels that provide
such services should have procedures for addressing the liability exposures
associated with these practices.
The hotel should establish a maximum occupancy load for each available
room with the fire marshal or local authority having jurisdiction.
Prospective renters should be made aware of these occupancy limits and
rooms should not be rented to people with guest loads anticipated to
exceed this limit.
All tables, chairs, raised platforms, and other furnishings provided by the
hotel should be inspected for loose bolts, rough edges, splinters, missing
hand rails, exposed springs, wobbly legs, and other accident hazards. The
hotel should not provide chairs in excess of the maximum allowed
occupancy for the room.
Dance floors and carpeting should be inspected for slip, trip, and fall
hazards prior to the event. Renters should be made aware of any special
hazards posed by the space being rented that the hotel is aware of and any
additional safety features required (e.g., presence of a certified lifeguard at
an event held poolside).
If additional staff will be required for a special event, the same hiring,
training, and supervision procedures should be followed as with regular
staff. If the additional staff is hired by contract, the contract should
stipulate that hiring and training procedures have been followed.
All contracts should specify the obligations of each party. Hotel and
motels should be named as covered parties on any special event insurance
procured for the event.
Propert y - Crime Exposure
Cont rols
A crime prevention program for hotels/motels should be designed to
control robbery, employee theft, burglary, and vandalism, the crimes to
which they are most susceptible.
Robbery
General - Guests are subject to robbery of their personal possessions.
Personnel at front desks, as well as those working in cocktail lounges and
retail shops, are also at risk of robbery. To protect employees and guests
from robbery, management should implement a robbery prevention
program. The Occupational Safety and Health Administration (OSHA), in
its Guidelines for Workplace Violence Prevention Programs for Night Retail
Establishments, has developed a set of recommendations that can be used in
implementing a robbery prevention program.
Control of Cash - Cash at the front desk should be kept at the lowest
possible level (usually $50 or less) by removing extra cash and depositing it
in a time-delay cash drop safe for later deposit in the bank. A sign should
be placed on the safe indicating that employees do not have access to it.
Access Control - Facilities located in high crime areas should implement
some form of access control, such as locking the lobby during late-night
hours, hiring security guards, and installing CCTV systems.
Access to guest floors should be controlled, especially during nighttime
hours, by directing traffic through the front lobby. Concierge floors that
requires guest to use their card key to access the floor from the elevator
provide an added level of security on the floor. Security patrols of guest
floors also can serve as deterrents to robbers
Doors to guest rooms should be of solid construction and provided with a
self-closing device, a deadbolt lock, a self-locking latch, a night latch or
security chain, and a peephole. The peephole will allow guests to see who
is outside the door before opening it. Patio doors to balconies and terraces
also provide a means of illegal entry into guest rooms. These doors should
be provided with auxiliary locking devices and instructions placed on the
door to alert guests to their availability and use.
Security Equipment - Facilities that have been victimized by robbers, or
have check-in windows located outside, should consider installing robbery
protection equipment. This can include bullet-resisting barriers at
counters, prominently displayed surveillance cameras, silent holdup alarm
systems, and bullet-resisting vision windows and deal trays. Employees
should be trained in the proper use of security equipment, especially
holdup alarm systems.
Security Personnel - The use of security guards or off-duty police
officers can serve as deterrents to robbery. Having at least two employees
on duty during high-risk hours may also be effective. However, these
measures have added, long-term costs and, as such, should be considered
after other robbery-prevention measures have been implemented. For
additional information, see Crime Prevention Report CP-71-10, Guidelines
for the Selection, Training, and Licensing of Private Security Officers.
Employee Training - Studies have shown that resistance to a robbers
demands accounted for 82 percent of commercial robbery killings.
Management must establish a policy of nonresistance and give it top
priority in training programs. Employees should be trained on what to do
before, during and after a robbery.
Protective Lighting - All interior and front and rear entrances of the
premises should be well lit. Adequate outside lighting of the parking area
and approaches during nighttime hours of operation enhances employee
and guest protection. The IES Lighting Handbook, published by the
Illuminating Engineering Society of North America, provides information
on lighting levels for specific areas and locations.
Employee Theft
Preemployment Screening - The first line of defense against employee
theft is to hire honest employees at the outset. This is best accomplished
through a program of preemployment screening. By performing in-depth
checks of an applicant's job history and references, management can
reduce its exposure to theft while creating an environment of honesty. A
thorough screening process will convey to employees that management is
concerned with ensuring the highest level of integrity in the workforce.
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Employers should be aware that there are many state and federal laws
intended to protect an employee's rights and privacy and thus impact on
an employer's preemployment screening program. Employers should be
familiar with the provisions of these laws and aware of the risks associated
with their violation. For additional information, see Liability Reports LB-
70-50, Interviews and Background Checks, and LB-70-51, Criminal Background
Checks.
Procedural Controls - Procedures that make theft more difficult or
apprehension more likely are opportunity reducing. They are intended to
limit the opportunity for theft. In any event, the application of these
procedures and devices must be performed with the knowledge of
employees and their agreement; otherwise, there may be a damaging effect
on employee morale and productivity.
Guest room supplies, such as towels, robes, and linens, should be kept in
locked closets. An inventory program should be established as a means of
accounting for such supplies. If in-room snack bars are provided, supplies
for the bar should also be inventoried.
Human resource programs designed to build employee loyalty and align
employee and company goals, such as profit sharing, promotion-from-
within policies, and fair compensation practices, are effective at reducing
employee theft. Through such programs, management can establish an
atmosphere of positive attitudes that will benefit the company not only in
terms of increased honesty, but in terms of increased productivity as well.
Management must enhance employee morale.
Although its effectiveness is often debatable, a policy of apprehension and
prosecution is considered a control strategy because of its role as a
deterrent. The fear of being caught, coupled with dismissal, possible
prosecution, and the threat of jail (depending on the severity of the crime),
will cause many employees to think twice about stealing.
For additional information, see Crime Prevention Report CP-24-11,
Employee Theft Prevention.
Burglary
General - Property that is vulnerable to burglary include cash, office
equipment, audio/visual equipment, food stock, wine and liquor stock,
and the personal possessions left in rooms. As such, a burglary prevention
program should be implemented.
Physical Security - All exterior openings, which are accessible to
intruders, including main, side and delivery entrances, windows, skylights
and roof hatches, and openings for ventilation, should be evaluated with
respect to their resistance to forced entry and adequately secured. Exterior
doors should be of solid construction and provided with secure locking
devices.
Hotel property, especially high-value items, such as audio/visual
equipment and computers, should be secured in locked rooms or closets.
Other property, such as meats, wines and liquor, and other high-value
stock, should be secured in locked freezers and/or security cages.
Doors to guest rooms should be of solid construction and provided with a
self-closing device, a deadbolt lock, a self-locking latch, a night latch or
security chain, and a peephole. Patio doors to balconies and terraces also
provide a means of illegal entry into guest rooms. These doors should be
provided with auxiliary locking devices and instructions placed on the
door to alert guests to their availability and use.
Safe depository - historically, safe deposit boxes have been provided for
the use of guests. In recent years, the trend has been to providing in-room
safes that guests can use to secure their valuables, such as cash, jewelry,
and even laptop computers. These safes allow users to enter their own
passwords prior to placing their valuables in it.
Safes - cash should be kept to the lowest possible level and secured in a
burglary-resistant safe. The right type and class of safe should be chosen
for the values to be protected. Safes are either fire-resistive or burglary-
resistant, and are available in various protection classes (or levels). The
greater the values to be protected, a correspondingly higher level of
protection should be afforded by the safe. UL has listings for safes in
various protection classifications. The number of people with access to
the safe or combination should be kept to a minimum.
Key Control - The issuance of keys to all locks to the facility should be
controlled. A program should also be developed for controlling the
issuance of keys to guest rooms and a key return box provided in the
lobby as a reminder to, and for the convenience of, guests to return their
keys.
State-of-the-art card access control systems can provide for increased
security against burglary of guest rooms. The system should be of the type
that issues a new card and lock code on registering of the guest. The card
should not provide identification of the room number.
Security Patrols - Patrols of the property by security personnel will serve
to deter burglars as well as other unauthorized persons. To be effective,
patrols should be on a regular, but unpredictable, basis, and supervised.
For additional information, see Crime Prevention Report CP-73-10,
Supervision of Guard Patrols.
Protective Lighting - Good exterior lighting is an effective deterrent
since burglars hate to be seen. Rear and side doors should be provided
with overhead lights. Burned out lights should be replaced on a timely
basis. Adequate illumination also should be provided in parking areas.
Vandalism
The primary method of preventing vandalism is to design buildings that
are difficult to vandalize. The physical design of buildings, such as features
that allow for increased visibility of intruders, plays an important role in
deterring vandalism. Inadequate lighting and places of concealment, such
as dense shrubbery, isolated parking areas, and alleyways, create
opportunities for vandalism.
Grounds should be kept clear of rocks, bottles, and other objects that can
be used as missiles. Clear anti-graffiti coatings can be applied to surfaces
to make them easier to clean. Exterior lighting will serve to discourage
vandals; lighting fixtures should be protected through the use of plastic
lenses or metal screens over the fixtures. Physical barriers, such as chain-
link fencing and walls, will serve to limit access onto the property. Remote
or unattended areas that may be subject to vandalism, such as game
rooms, exercise facilities, and swimming pools, should be provided with
surveillance cameras.
Another effective vandalism prevention measure is security patrols.
Security patrols serve as deterrents because they increase the risk that a
vandal will be caught.
Propert y - Fire Exposure
Cont rols
Facilit y Design and Const ruct ion
Building Construction - The facility should comply with local building
and fire prevention codes. While codes can vary widely from state to state,
some basic measures are common to all codes. These include: fire
exposure from adjoining facilities or adjacent structures should be limited
by fire barriers or building separation; concealed spaces should be properly
fire stopped or otherwise protected; and, in multiple-story buildings,
floors should be constructed to act as smoke barriers and vertical
openings protected to prevent the spread of smoke and fire.
While buildings may be of any construction type, as provided in NFPA
220, Standard on Types of Building Construction, published by the National Fire
Protection Association (NFPA), NFPA 101, The Life Safety Code, requires
that, regardless of the type of construction, the walls, floors, and ceilings
should have a minimum of a one-hour fire resistance rating. Wall and
ceiling coverings should be limited to materials with a flame spread of: 25
or less (Class A) for all exit enclosures; and 76 or less (Class A and B) for
lobby areas in accordance with NFPA 701, Standard Methods of Fire Tests for
Flame-Resistant Textiles and Films.
High-rise buildings, having a total height over 75 ft (23 m), should have: at
least one elevator having a protected (back-up) power source and available
to the fire department; and a centrally located control center for
monitoring alarms, building services, and communications.
Means of Egress - Means of egress should be designed in accordance
with requirements of NFPA 101. This means that: a minimum of two fire
exits be provided for each smoke compartment; aisles providing access to
fire exits not be blocked, that fire exits be provided with panic hardware
and not be locked, such as by chains or padlocks, and that doors located
in exit paths be equipped with hold open devices, if those devices are
designed to automatically close the doors upon activation of the premises
fire alarm system.
The locations of fire exits should be indicated by clearly visible signs. Exit
corridors should be at least 44 in (112 cm) wide, and equipped with an
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emergency lighting system. The maximum travel distance in building
protected by and automatic sprinkler systems should not exceed: 125 ft
(38 m) from inside any guest room to an exit corridor; and 200 ft (60 m)
from any guest room door to an exit. The maximum travel distance in
buildings not protected by and automatic sprinkler systems should not
exceed: 75 ft (23 m) from inside any guest room to an exit corridor; and
100 ft (30 m) from any guest room door to an exit. The travel distance
from an exit enclosure to a public way, such as a street should not exceed
100 ft (30 m).
Ut ilit ies
Electrical - The electrical system should comply with NFPA 70, National
Electrical Code. Some basic requirements of NFPA 70 include: electrical
conductors should be securely fastened in place; outlet and junction boxes
should be properly secured, covered, and without evidence of overheating;
wiring insulation in outlet and junction boxes should be in good condition
and not frayed or loose; an adequate number of electrical outlets/circuits
should be provided to avoid overloading of circuits; the use of extension
cords should be prohibited; electrical panels and branch circuit
disconnects should be freely accessible at all times; and all electrical
equipment should be inspected and maintained according to
manufacturers instructions.
Electrical equipment used in wet areas, such as greenhouses and
restrooms, should be equipped with ground fault protection. The electrical
systems in areas where fuels are stored or dispensed should be approved
for Class I, Division 1 locations, in accordance with NFPA 70. High-rise
buildings should be equipped with protected (backup) power sources
capable of powering the control center, fire alarms, fire pumps,
communications systems, egress door controls, and at least one elevator
for fire department use. Protected power sources should be designed to
meet Class I, Type 60 requirements in accordance with NFPA 70.
Heating and Air Conditioning - Heating and air conditioning systems
should comply with NFPA 90B, Standard for the Installation of Warm Air
Heating and Air Conditioning. Air circulation systems should be designed to
automatically shutdown in the event of a fire. Proper maintenance of these
systems will help to prevent overheating of motors, which could result in
fires.
St orage Areas
Supply Rooms - Consumable supplies should be stored in conformance
to local fire code requirements and follow good storage practices. The
specific types of storage practices will depend upon the products and
storage arrangements, as follows: (1) supplies should be stored on stable
surfaces, in stable configurations, and stock should not block access to fire
and emergency exits; (2) adequate aisles/spacing should be provided to
limit congestion, prevent the spread of fire, and provide for fire fighting
access; (3) ordinary combustible materials, such as records, tools and
paper supplies, should be stored separate from flammables liquids; and (4)
storage rooms, trash rooms, and similar areas should be separated from
other areas by one-hour fire barriers or protected by automatic sprinklers.
Flammable and Combustible Liquids Storage - Flammable and
combustible liquids should be kept in covered containers when not in use.
Spills should be cleaned up promptly. Flammable and combustible liquids
should be stored in accordance with NFPA 30, Flammable and Combustible
Liquids Code. Storage rooms containing flammable or combustible liquids
should be segregated by fire barriers and protected by and automatic
sprinkler systems. Inside storage should be limited so that not more than
120 gal (454 l) of flammable or combustible liquids are stored in any one
cabinet, and no more than three cabinets should be located in the same
storage area. In addition, storage areas should be (1) provided with spill-
containment devices; (2) provided with electrical equipment that is
approved/listed for a Class 1, Division 1 use; and (3) equipped with
ventilation equipment designed to maintain a constant flow of air to
prevent the buildup of flammable vapors.
See Fire Protection Report FP-70-12, Storage of Flammable and Combustible
Liquids in Containers, for additional information on this topic.
Fire Suppression and Alarm Syst ems
Fire Alarm System - A fire alarm system should be designed,
installed, and maintained in accordance with requirements of NFPA 72,
National Fire Alarm Code. The system should be monitored by a central
station alarm company, with automatic retransmission of fire alarm signals
to the fire department. NFPA 72 requires that a fire alarm system be
covered by a maintenance and service contract, and regularly tested and
inspected.
The system should include both manual and automatic initiation devices
that provide immediate evacuation notification to the occupants. Fire
suppression systems for commercial cooking equipment should be
equipped with alarms that are integrated into the building alarm system.
Activation of the system should cause the release of hold-open devices on
smoke compartment doors.
All guest rooms should be equipped with smoke detectors that are tied to
the building alarm system. Buildings over two-stories or having more than
forty-nine guest rooms should be separated in to individual fire alarm
zones. Fire alarm zones should be noted on an annunciation panel located
in a central control center. Activation of the building alarm system should
cause the release of hold-open devices on smoke compartment doors and
provide notification to the central control center.
Fire Suppression Systems - Building(s) under four stories should be
protected by an automatic fire sprinkler system meeting the requirements
of NFPA 13R, Standard for the Installation of Sprinkler Systems in Residential
Occupancies up to and Including Four Stories. Building(s) having four or more
stories should be protected by an automatic fire sprinkler system meeting
the requirements of NFPA 13, Standard for the Installation of Sprinkler Systems.
However, NFPA 101 allows that rooms that have an exit directly to the
outside do not require the installation of an automatic sprinkler system.
Properties located in areas without public water systems should be
protected by alternate water sources, in accordance with NFPA 1142,
Standard on Water Supplies for Suburban and Rural Fire Fighting. An automatic
extinguishing system, listed for the exposure, should protect commercial-
grade ranges, fryers, and related equipment.
When service, repair, or maintenance activities will impede the sprinkler
system for more than four hours (in a 24 hour period), the fire department
should be notified. In addition, the building should be evacuated or fire
watch established during the period of system impairment.
Fire extinguishers should be located throughout the facility, in compliance
with local codes and as required by NFPA 10, Standard for Portable Fire
Extinguishers. Fire extinguishers listed for kitchen exposures should be
provided within 10 ft (3.05 m) of any cooking equipment. Employees
should be trained in the care and use of these extinguishers, including
proper selection and application for the classes of fire presented.
Operat ions
Smoking - Careless smoking is the fourth leading cause of fires in the
hotel and motel industry. Smoking should be prohibited. If smoking is
permitted, designated smoking areas should be established. However, No
Smoking signs should be posted in all other areas of the facility.
Improperly discarded smoking materials, such as cigarettes, can ignite
combustible waste. Non-combustible receptacles for smoking materials
should be provide and routinely emptied by the staff.
Housekeeping - Used cardboard cartons, packing, and crating materials
can accumulate in stock rooms, increasing the fire load in such areas. To
minimize the danger of fire, storerooms should be tidy and orderly, and
trash should be removed to an outside trash dumpster or otherwise
disposed of. Storage rooms, trash rooms, inside dumpsters, and similar
areas should be separated from other areas by one-hour fire barriers or
protected by automatic sprinklers.
Dispensing of Fuels - Fires involving liquid-fueled equipment generally
result from fuel spillage during refueling operations. Refueling operations
should be performed by trained and designated personnel, and only in
specified, well-ventilated areas. Smoking should be prohibited whenever
refueling is being performed. Before dispensing fuel, the equipment
should be turned off, all open fames extinguished, and the area surveyed
for potential heat sources. The equipment should be checked to determine
if any surfaces are hot enough to present an ignition source. Very hot
surfaces should be allowed to cool, before refueling.
Liquids with a flashpoint below 100
o
F (37.8
o
C) should not be transferred
between containers unless both containers are bonded and grounded.
Proper bonding/grounding is required to prevent the buildup of static
electricity produced by the transfer of liquids. Provisions for bonding and
grounding include: (1) connecting the containers to each other electrically,
before transferring the liquid; and (2) connecting both containers
electrically to earth ground, before transferring the liquid.
See Fire Protection Report FP-70-08, Static Electricity, for additional
information on this topic.
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Furnishings - Guest rooms, offices, dining rooms, and lounges should be
provided with furnishings with flame-spread ratings meeting Class I
requirements, in accordance with NFPA 260, Standard Methods of Tests for
Cigarette Ignition Resistance of Components of Upholstered Furniture. Bedding,
drapes, and wall decorations should be limited to materials with flame-
spread ratings of 75 or less (Class A or B), in accordance with NFPA 701,
Standard Methods of Fire Tests for Flame-Resistant Textiles and Films.
Kitchens - Larger facilities may have full-scale, commercial-grade kitchens
designed to provide meals for guests and other patron. According to data
from the National Fire Incident Reporting System, cooking equipment is
the leading cause of fires in hotel and motel properties.
All kitchen facilities should be designed and maintained in accordance
with NFPA 96, Standard for Ventilation Control and Fire Protection of
Commercial Cooking Operations. Cooking appliances, such as ranges, deep fat
fryers, steamers, broilers, hot plates and griddles, and microwave ovens,
should be installed in compliance with NFPA 96, Standard for Ventilation
Control and Fire Protection of Commercial Cooking Operations and NFPA 54,
National Fuel Gas Code. Cooking appliances should be installed with
adequate clearance to prevent overheating of adjacent surfaces. Deep-fat
fryers should be installed with at least a 16-in. (4.06-cm) space between the
fryer and adjacent cooking equipment; and should be equipped with
automatic fuel cutoff valves. Control valves for gas service should be
readily accessible and in good working condition.
Kitchen equipment, including cooking appliances, exhaust hoods, grease
removal devices, exhaust ductwork, exhaust fans, dampers, and all other
auxiliary or ancillary components or systems, that are involved in the
capture, containment, and control of grease-laden cooking effluent, should
be inspected and maintained according to NFPA 96. Cooking appliances
should be inspected on a regular basis - monthly for solid fuel cooking
appliances, quarterly for high-volume cooking operations, semiannually
for moderate-volume cooking operations, and annually for low-volume
cooking operations. Hood and ducts for collecting cooking vapors and
residues should be constructed of steel or equivalent material, equipped
with easily accessible and removable noncombustible grease filters,
explosion-proof lights, vented to the exterior of the building, and
provided with an accessible opening for inspection and cleaning. Grease
traps should be located under filters and pitched to drain into a metal
container.
See Fire Protection Report FP-23-04, Kitchen Fire Protection and UL 300, for
additional information on this topic.
Laundry Rooms - Clothes dryers are the second leading cause of fire in
the hotel and motel industry and are. Dryers should be installed following
the manufactures recommendations and local building codes. Dryer
exhaust systems should be routed away from combustible materials and
provide access for routine cleaning. Clothes dryers are subject to
accumulation of lint, which presents a fire hazard. The lint should be
removed on a regular basis and dryers should be serviced regularly.
Gas-fired dryers should be installed and maintained in accordance with
the NFPA 54, National Fuel Gas Code. Exhaust dusts should not be
assembled with hardware that penetrates the inside of the duct. Dryers
and all related components should be listed/approved by an independent
testing organization. Dryers and exhaust ducts should be installed with a
minimum of 6-in (150-mm) between the equipment and all other
combustible materials.
Maintenance Shops - The building may have small maintenance shop
for routine service and repair to onsite equipment. Particular attention
should be given to the storage of flammables, cutting operations, and
welding. Typical control measures that should be implemented for repair
shops include: (1) the electrical service should be of sufficient capacity to
handle the heavy loads created by the many types of electrical equipment
used in repair shops; (2) all electrical equipment should be properly
grounded to prevent the generation of sparks; (3) cutting, welding, and
soldering operations should use a hot work permitting system; and (4)
dust collection systems should be provided in areas where wood is cut or
sanded.
Emergency Preparedness
In order to ensure that customers and employees are prepared to evacuate
the facility, the following practices should be followed: (1) employees
should check the exit doors and exit paths on a daily basis to ensure access
during an emergency; (2) emergency evacuation drills should be conducted
on a quarterly basis; (3) during evacuation drills, all of the alarm
components should be activated; (4) personnel should be assigned to
assist with the orderly evacuation of the occupants; (5) each guest room
should have a evacuation map indicating the guest location and the route
to an exit affixed in close proximity to the room door; and (6) all
employees should be trained in the proper selection and use of portable
fire extinguishers.
See Fire Protection Report FP-45-10, Emergency Action Plans (OSHA
1910.38), and FP-45-15, Fire Prevention Plans, for additional information on
this topic.
Incendiarism and Arson
Intentionally set fires are the third leading cause of fire in the hotel and
motel industry. Basic protection against incendiarism and arson requires
that the property be secured from unauthorized entry and equipment
protected, as follows: (1) a fence should protect the perimeter of the
property; (2) all exterior areas of the property should be illuminated; (3)
trees and vegetation should be cut back to provide a clear space of at least
100-ft (30.4-m) clearance around the perimeter of the property; (4)
combustible materials and trash in yard areas should be properly
discarded; (5) deadbolt locks should be installed on all exterior doors; and
(6) ground level and below-grade windows, and other accessible openings,
should be secured.
See Fire Protection Report FP-42-01, Incendiarism and Arson, and Crime
Prevention Report CP-30-10, Physical Protection Afforded by Buildings, for
additional information on these topics.
Propert y - Inland Marine
Exposure Cont rols
The following information can assist in controlling inland marine losses in
hotels or motels.
Business Int errupt ion
Emergency Planning - Business-interruption insurance protects against
both a direct loss of income resulting from a fire or other natural disaster
temporarily closing the facility, and also the extra expenses incurred for
fixed costs and retaining key employees. To limit business interruption
losses from natural disaster, the business should have an emergency
preparedness plan. Emergency preparedness planning is essential for
successfully minimizing any adverse effects of an emergency or disaster on
a business and its operations. The plan should be designed to limit
potential damage so as to keep the business operating or, in the event of a
closing, to bring it back to operation as soon as possible. Records of
natural disasters in the area should be obtained and analyzed - this analysis
could help to determine what emergencies need to be planned for.
For additional information on emergency planning, see Natural Hazards
Reports NH-30-10, Emergency Response - An Overview; NH-30-11, Emergency
Response - Developing the Plan, NH-30-12, Emergency Response - Example Plan;
NH-30-14, Emergency Response - Recovery Operations; and NH-30-15, Emergency
Response - Protecting Vital Records.
Fire Protection - To limit business interruption losses from fire, the
facility should be designed and constructed to minimize the potential for
fire and, in the event of a fire, to contain the fire to the room of origin.
Requirements for fire are provided in the Property - Fire Exposures
Control section of this report.
Account s Receivables and Valuable Papers/Records
Records Protection - A business that suffers a loss due to fire, flood, or
other natural disaster may be unable to collect accounts receivables and/or
other monies owed. Valuable papers and records, such as customers
names and address, payment and credit accounts, inventory records,
receipt record books, contractual agreements, rental agreements, insurance
documents, inspection and audit records, deeds, and mortgages, may also
be damaged or destroyed.
Plans should be developed to protect accounts receivables. Records
should be duplicated and updated on a regular basis, with off-site storage
of backup records. Otherwise, accounts receivable records should be
stored in the appropriate record protection equipment that is used only
for such purpose. Contingency plans should be in place to retrieve and
recover damaged records.
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Valuable papers and records should be stored in a fire-resistive cabinet or
safe and backup copies stored off premises.
Fire Protection - Automatic sprinklers, smoke detectors, or other fire
protection systems that are intended to protect the facility also will serve
to protect accounts receivables and valuable papers and records. Smoking
should be prohibited throughout the facility or restricted to specifically
designated areas.
Elect ronic Dat a Processing Equipment and Media
Records Protection - EDP equipment and media include computer
hardware and software, specialized software, computer data, and storage
media, including discs and magnetic tapes. Telephone systems and fax and
copy machines can also be included. Most body shops will keep detailed
customer files on a computerized database for their records. The exposure
to loss for electronic data processing and computer media equipment can
include: fire, flood, smoke, extreme heat or other natural disasters;
computer fraud, errors and omissions; power outages and brownouts;
lightning-induced electrical surges (e.g. spikes of electricity); and burglary
and theft.
EDP equipment and media should not be located in basement locations
to limit damage from floods, and should be provided with surge
protection to protect against lightning-induced electrical surges. Backup
copies of specialized software should be stored in the appropriate record
protection equipment, or at an off-premises location. Backup copies of
critical data, such as medical and financial records, should be kept in off-
site storage facilities. Computer files should be backed up daily.
Fire Protection - An automatic sprinkler system can help to minimize
losses from a fire. For more information on fire protection, see the
Property - Fire Exposure Controls section of this report.
Inventory - An inventory system should be established for all EDP
equipment and media. This will help to determine if theft is a problem and
whether or not security measures are affective.
Bailment
General - If safe deposit boxes or a coat-checking facility is provided, a
bailment occurs. Items left in safe deposit boxes are considered to be in
the care of the business. However, if a room safe is provided for guest
usage, a bailment does not occur for property left in the guestroom safe.
The business is required to exert the same degree of care that an ordinary,
careful person would exercise over his or her own property. In addition, if
a laundry or dry cleaning service, regardless of whether the garments are
cleaned in-house or sent out, the business is responsible for loss while the
items are in its care.
Loss Prevention - Guest property that has been put in the safe
depository or sent for laundry or dry-cleaning should be secured against
loss, vandalism and theft, and protected against fire or water damage. A
protection program for these types of properties should be implemented.
The depository container should provide both fire and burglary resistance,
be located in a secure area, and have a good key control program.
Procedures should be implemented to decrease the possibility of returning
an item to someone other than the rightful owner. Detailed records
should be maintained on the receipt and return of all property.
Equipment
Inventory - The types of equipment that are exposed to loss from fire,
theft, and natural disasters include, cleaning/maintenance equipment,
special furnishings, general office equipment, audiovisual equipment,
televisions, VCRs, radios, security monitoring cameras, public address
systems, and recreational equipment. A list of the ages, condition, and
serial numbers for all equipment leased or rented should be maintained in
a secure location, preferably off-premises in a fire resistive safe.
Security - All equipment should be secured against vandalism and theft.
Expensive equipment should be protected from theft by etching with
identification numbers. A list of the numbers and descriptions of the
equipment should be registered with the police and copies of the list kept
in a secure location. All high-value, specialty equipment should be placed
in a secure location when not in use. An accurate inventory and videotapes
and/or photographs of all specialized equipment should be kept. Portable
equipment, when not in use, should be kept in a locked storage room or
cabinet. For additional information, see Property - Crime Exposure
Controls section of this report.
Signs and Awnings
Outdoor signs and awnings can be exposed to loss. Generally, outdoor
signs less than 12 feet (3.65 meters) above the sidewalk are not covered
under an inland marine policy. The types of signs exposed to losses
include neon, florescent, automatic or mechanical electrical signs, and
lamps owned by the facility. Street clocks, if owned, also would be
covered.
A maintenance and protection program for signs and awnings should be
implemented. Preventive maintenance and routine inspections should be
performed on a regular basis to assure all signs and awnings are properly
secured in place. Signs should be located with adequate setbacks from
parking areas or roadways. In locations where there is a potential for a sign
being struck by vehicles, the sign should be elevated or protected by safety
barriers. Illumination of signs will help to deter theft or vandalism. Signs
and awnings should be inventoried on a regular basis.
Fine Art s
General - Fine arts can also be exposed to loss from fire and other natural
hazards. Some facilities can have elaborate lobbies where fine art paintings
or antique furniture are on display. Items that are exposed to loss can
include: paintings, etchings, pictures, tapestries, antique furniture, rare
books or models, statues, manuscripts, collectibles, and other articles of
historic value or artistic merit. If the fine arts are of high value, a
doorman/security guard should be kept on duty in the lobby.
Loss Prevention - Artwork, collectibles, antiques, and other fine arts
should be secured against vandalism and theft, and protected against fire
or other natural disasters. The security and fire protection systems
installed to protect the facility will also serve to protect these objects.
Additional protection may be required if the values of the objects are very
high.
Fine arts should be secured in place to prevent accidental damage. Access
controls, security alarms, and monitoring cameras should be installed to
discourage vandalism and theft. Pictures and descriptions of all fine arts,
antiques, or collectibles should be kept in a fire-resistive safe. Fine art
areas should be properly illuminated and protected by an alarm system.
Workers Compensat ion
Exposure Cont rols
Management Syst em
Establish Safe-Work Procedures - Management and workers should be
aware that the cost of accidents has a direct influence on the cost of
operating the business. Management can take many actions that will
directly impact the level of safety and subsequent accidents. First is a
positive, no-nonsense demand that workers use established safe-work
procedures. Management must insist on strict adherence to safety
protocols and the use of approved personal protective equipment (PPE).
Management also should lead by example and perform all tasks in a safe
manner.
Written Safety Program - The organization should have a written safety
program to help stress the seriousness of working safely and to help
identify all the exposures that need to be addressed. Outlining the
expected safe work procedures will aid in on-the-job training and set a
foundation for unsupervised work. Management should provide initial and
continuous safety training.
Employee Training - All workers should have a clear understanding of
managements attitude toward safety. They should have and use the
proper safety equipment and PPE for the task at hand. Workers should be
responsible for inspecting their PPE each day. Workers who have a voice
in the selection of PPE will generally be more receptive to its use. Workers
should not take shortcuts or guess at the proper method to accomplish
the task. Instead, workers should know they can count on management to
help them when difficult situations arise, and that they will be rewarded
for safe acts.
Fall Prevent ion
Climbing - Workers need to be vigilant when climbing and descending
stairs, and while using ladders or step stools, to ensure they are free from
slippery conditions.
TM

1 6
Walking Surface - When pulling or pushing carts or lifting equipment,
workers should analyze the path to the destination and take appropriate
actions. Conditions that could cause a fall should be corrected or by-
passed.
Management should consider the following to reduce worker exposure to
falls: (1) require workers to wear shoes with a slip-resistant sole; (2) have
workers clean up liquid spills as quickly as possible; (3) coat building steps
with a non-slip material; (4) keep walkways and parking areas clear and
unobstructed from debris, snow and ice; (5) provide adequate lighting
indoors and outdoors, including on walkways and in parking areas; and (6)
inspect and properly maintain all portable ladders and step-stools.
A standard safety railing should be provided for all open-sided floors or
platforms (e.g., storage lofts, balconies, etc.) 4 feet (1.2192 m) or more
above the adjacent floor or ground level. A toeboard also should be
provided with the safety railing wherever people walk beneath. Permanent
aisles should be appropriately marked to indicate access areas
St rain Prevent ion
Prevention Program - Management should have a strain prevention
program that outlines the procedures for the safe use of equipment,
provides criteria for two-person lifts, and reinforces the need for storing
heavy objects at waist level.
Employee Training - Much of the success in preventing strain injuries
can be attributed to understanding the exposure. Workers can help to
prevent a back injury or strain by reducing bending and twisting, and
getting help with heavy loads. Manual materials handling equipment
should be sized for the task and the user. Additionally, management
should know which workers have back problems and ensure they are
lifting safely, such as by using a buddy system. Finally, the best prevention
technique to control strain injuries is recognition by the individual of the
hazard and then taking the appropriate action. There should be no stigma
attached with asking for help.
Hazardous Subst ances
Personal Protection Equipment - Occupational injuries and illnesses
can be caused by exposure to harmful substances or the environment.
Management should conduct a hazard assessment to determine what PPE
should be worn. PPE, such as hard hats, safety shoes, gloves, boots,
aprons, face shields, goggles, hearing protection, respirators, etc., may be
necessary to prevent worker injury. In addition, workers should be trained
on the proper selection, use, and maintenance of PPE.
For additional information, see Occupational Safety Report OS-70-02,
Personal Protective Equipment, and Report OS-70-11, Occupational Eye and Face
Protection.
OSHA Hazard Communication Program - A formal Occupational
Safety and Health Administration (OSHA) Hazard Communication
Program should be established to control the handling of hazardous
chemicals used by workers in garden centers. The program should include
written procedures, hazardous materials inventory, MSDSs, worker
training, and container labeling.
For additional information, see Occupational Safety Report OS-20-12,
Hazard Communication.
Other Factors - Other factors that should be considered for protecting
workers from hazardous chemicals include: (1) provide spill clean-up kits
in accessible locations; (2) develop and implement written spill control
plans; (3) store chemicals in areas that are not subject to physical damage;
(4) do not store heavy loads on top of small, chemical-holding containers;
and (5) provide proper PPE for each chemical used.
Cooking Operat ions
Written Procedures - There are numerous methods to protect workers in
a cooking environment. Since these methods may differ by operation,
management should ensure the procedures they want followed are clearly
spelled out. Some of the preventive methods that may be used include: (1)
posting caution signs on hot counter surfaces below heat lamps; (2)
providing towels, dry cloths, mitts, or potholders to handle hot utensils
and appliances; (3) cleaning stoves and hoods on a regular basis to prevent
grease buildup; (4) keeping oven doors closed when not being used; and
(5) cleaning ovens, stoves, and other hot cooking equipment only after
they have cooled
Workplace Violence
General - Nearly any business today is exposed to potential violence from
customers, visitors, and from other workers. A workplace violence
prevention program should be developed and implemented to address
these exposures. The key to protecting workers from assaults by
disgruntled customers (and strangers) in the workplace is to restrict access
by unauthorized individuals.
A clear and explicit policy that defines what unacceptable behavior by
workers is, advises workers that threats and intimidation will not be
tolerated under any circumstances, and spells out what disciplinary actions
will be taken by the employer for violations should be established. The
policy should provide for a grievance procedure for accused workers to
defend themselves. Reviewed by legal counsel, the policy should stress
both the company's commitments to a safe workplace and the need for
workers to respect each other regardless of age, gender, race, creed,
national origin, or position within the organization. The policy should be
communicated to all workers.
Recommendations - The first step in developing a workplace violence
prevention program is to assess how vulnerable the company is to
workplace violence and what preventative actions could be taken. Staff
members who actually perform the tasks should participate in the
development and testing of the procedures designated to protect
employees. After developing the procedures and testing them, all
employees should receive initial and recurring training to include robbery
prevention training. Physical security should be made as complete as
facilities and operational issues will allow. Limit cash on site and use
"cash-control" safes. Put signs in windows to let robbers know about the
cash control program and add security devices, such as closed circuit
television systems and panic alarms.
COPYRIGHT 2004, ISO Services Properties, Inc.
The information contained in this publication was obtained from sources
believed to be reliable. ISO Services Properties, Inc., its companies and
employees make no guarantee of results and assume no liability in
connection with either the information herein contained or the safety
suggestions herein made. Moreover, it cannot be assumed that every
acceptable safety procedure is contained herein or that abnormal or
unusual circumstances may not warrant or require further or additional
procedure.

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