CUSTOMER SAFETY & SECURITY

MANAGEMENT

UNIT: 1
Introduction
 Introduction
• Hospitality means providing service to others, as
well as demonstrating consistent excellence and
quality.
• Most of all, hospitality should be a “place”,
where people can still be exceptional individuals
and they can extend their own personality and
style.
• The hospitality industry is part of a huge group
of companies known as travel and tourism
industry.
• The hospitality and tourism industries are the largest
and fastest-growing industries in the world.
• Frequent terroristic incidents, natural disasters like
tsunami, hurricane and forest fire warn hospitality
suppliers and buyers to be prepared for just any
imaginable crisis.
• Security is not limited to only a single aspect it is
been classified into various types even Enz and Taylor
(2002) stated that safety involves preventing
employees and customers within the hotel property
from potential death and injury, such as from
accidental slips, falls, cuts, burns and so forth, as well
as preventing related property damage.
 TYPES OF SECURITY:

1. Physical aspect (Internal & External)

2. Security of persons

3. Security of systems
 Physical aspect
• Physical aspect is divided into two parts Internal
security and External security.
• Internal Security is against theft, Fire safety,
Proper lighting, Safeguarding assets and Track
unwanted guests.
• External Security includes Proper lighting
outside the building, proper fencing of the
building, fencing of pool area to avoid accidents
in the night, Manning of service gates to restrict
entry and fixing of closed circuit TV cameras.
Security aspects in a property
• Staff Effective recruitment and selection,
Identification of staff, Key control, Training and
Locker inspection
• The guest who needs to work out for protection of
hazard like: Guest room security, Provide wide angle
door viewer, dead bolt locks, night torch, chains on
doors, Employees should be trained to not to give
any information about in house guests to outsiders.
Housekeeping staff should never leave keys exposed
on unattended carts in corridors.
Security Aspects of Systems
• Record of all losses and missing items
immediately, Inventory control should be
proper, Auditing should be done on a regular
basis and Proper system for cash disbursements
should be made.
Understanding safety and security

• Safety is the state of being "safe" the condition

of being protected from harm or other non-
desirable outcomes.
• Safety can also refer to the control of recognized
hazards in order to achieve an acceptable level of
risk.
• Safety is the condition of a “steady state” of an
organization or place doing what it is supposed to do.
“What it is supposed to do” is defined in terms of
public codes and standards, associated architectural
and engineering designs, corporate vision and
mission statements, and operational plans and
personnel policies. For any organization, place, or
function, large or small, safety is a normative concept.
It complies with situation-specific definitions of what
is expected and acceptable.
• Security is the process or means, physical or
human, of delaying, preventing, and otherwise
protecting against external or internal, defects,
dangers, loss, criminals, and other individuals
or actions that threaten, hinder or destroy an
organization’s “steady state,” and deprive it of
its intended purpose for being.
Hazard Identification, Risk Assessment and Risk
Control
• There are three steps used to manage health and
safety at work place.

a) Spot the Hazard (Hazard Identification)

b) Assess the Risk (Risk Assessment)

c) Make the Changes (Risk Control)/ Safe work

procedures
Spot the Hazard
• A hazard is anything that could hurt you or someone
else.
Examples of workplace hazards include:
▫ frayed electrical cords (could result in electrical shock)
▫ boxes stacked precariously (they could fall on
someone)
▫ noisy machinery (could result in damage to your
hearing)
During work experience, you must remain alert to
anything that may be dangerous. If you see, hear or
smell anything odd, take note and inform your
supervisor.
Assess the Risk
• Assessing the risk means working out how likely it is
that a hazard will harm someone and how serious
the harm could be.
• Whenever you spot a hazard, assess the risk by
asking yourself two questions:
▫ how likely is it that the hazard could harm me or
someone else?
▫ how badly could I or someone else be harmed?
Always tell someone (your employer, your supervisor or
your health and safety representative) about hazards
you can't fix yourself, especially if the hazard could
cause serious harm to anyone.
• For example:
▫ ask your supervisor for instructions and training
before using equipment
▫ ask for help moving or lifting heavy objects
▫ tell your supervisor if you think a work practice
could be dangerous
• If you are not sure of the safest way to do
something on work experience, always ask your
work experience supervisor.
Make the Changes
• It is your employer's responsibility to fix
hazards. Sometimes you may be able to fix simple
hazards yourself, as long as you don't put yourself or
others at risk.
• For example, you can pick up things from the floor
and put them away to eliminate a trip hazard.
• The best way to fix a hazard is to get rid of it
altogether.
• This is not always possible, but employer should try
to make hazards less dangerous by looking at the
following options (in order from most effective to
least effective):
• Elimination - Sometimes hazards - equipment,
substances or work practices - can be avoided
entirely. (e.g. Clean high windows from the ground
with an extendable pole cleaner, rather than by
climbing a ladder and risking a fall.)
• Substitution - Sometimes a less hazardous thing,
substance or work practice can be used. (e.g. Use a
non-toxic glue instead of a toxic glue.)
• Isolation - Separate the hazard from people, by
marking the hazardous area, fitting screens or
putting up safety barriers. (e.g. Welding screens can
be used to isolate welding operations from other
workers.
• Safeguards - Safeguards can be added by
modifying tools or equipment, or fitting guards
to machinery. These must never be removed or
disabled by workers using the equipment.

• Instructing workers in the safest way to

do something - This means developing and
enforcing safe work procedures. Students on
work experience must be given information and
instruction and must follow agreed procedures
to ensure their safety.
• Using personal protective equipment and
clothing (PPE) - If risks remain after the
options have been tried, it may be necessary to
use equipment such as safety glasses, gloves,
helmets and ear muffs. PPE can protect you
from hazards associated with jobs such as
handling chemicals or working in a noisy
environment.
• Sometimes, it will require more than one of the
risk control measures above to effectively reduce
exposure to hazards.
Occupational Safety and Health
Administration/Act.( OSHA)
• The Occupational Safety and Health Administration
was established in 1971. Since then, OSHA and its
state partners, coupled with the efforts of employers,
safety and health professionals, unions and
advocates, have had a dramatic effect on workplace
safety.
• Fatality and injury rates have dropped markedly.
Although accurate statistics were not kept at the
time, it is estimated that in 1970 around 14,000
workers were killed on the job. That number fell to
approximately 4,340 in 2009.
• Since the passage of the OSH Act, the rate of reported
serious workplace injuries and illnesses has declined from
11 per 100 workers in 1972 to 3.6 per 100 workers in 2009.
OSHA safety and health standards, including those for
trenching, machine guarding, asbestos, benzene, lead, and
bloodborne pathogens have prevented countless work-
related injuries, illnesses and deaths.
• The workforce in Nepal is mostly engaged in informal
sectors, like agriculture and industries. Due to very few
large-scale industries operation in Nepal, most of the
workers are working in medium-sized and household-level
industries. Construction industry work is another common
workplace including construction of building, road,
bridges, power house and sewage). In building
construction itself, workers involve in different works like,
mason, carpenter, labour, electrician, plaster, plumber,
laying chips, marble and tiles etc.
Occupational Health Rules, Regulation
and Policies
• Back in 1919, ILO has maintained and developed a
system of international labor standards which aimed
at promoting opportunities for decent and
productive work, in conditions of freedom, equity,
security and dignity.
• The ILO Constitution sets forth the principle that
workers should be protected from sickness, disease
and injury arising from their employment. The ILO
has adopted more than 40 standards specifically
dealing with occupational safety and health, as well
as over 40 Codes of Practice. Nearly half of ILO
instruments deal directly or indirectly with
occupational safety and health issues.
• Most industrialized countries have developed an
occupational health policy that protects the safety of
their employees. The European Union Occupational
Safety and Health Administration (EU-OSHA)
formed in 1996 out of Bilbao, Spain. The Korean
safety organization, known as KOSHA, went into
effect in 1986.
• But in case of Nepal, the concept of Occupational
Safety and Health (OSH) is in its initial stage. After
the restoration of a multi-party system in Nepal,
Government of Nepal has begun to pay more
attention to industrial working conditions and
environment by enacting and enforcing the new
Labor Act 2048 (1992). It has highlighted few issues
and provisions on working hours, physical
infrastructural setup, yearly medical examination
and provisions of safety measures in work etc.
The OSH sector in Nepal has three
major identified sectors:
▫ government,
▫ the industries/ employers and
▫ the work force/labor unions.
• Till this time, the Labour Act 2048 (1992) and
Labour Rules, 2050 (1993) are the main labour
laws in Nepal that covers working conditions.
• THE END