Security Policies 310
Employee ID Cards 310
Key Control 311
Limiting Number of Entrances 312
Lost and Found Procedures 312
Special Procedures 313
Surveillance 313
People 314
Physical Conditions 314
Routine Tasks 314
Safety and Emergency Procedures 314
Records and Investigations 315
Security and Front Desk Cooperation 315
Role of All Employees 316
Report Accidents and Hazards 316
Report Strange People 316
Take Responsibility for Keys 317
Preventing Employee Theft 317
Role of the Director of Security 317
Develop and Implement Policies 317
Train Employees 318
Prepare Staff Schedules 318
Maintain Equipment 318
Chapter 14
Engineering 320
Purpose 321
Safety 321
Guest Satisfaction 322
Profitability 323
Functions 324
Preventive Maintenance 325
Deep Cleaning 326
Repairs 326
Remodeling 327
Resource Management 327
Emergencies 328
Building Systems 328
Electrical Systems 328
Rodolfo Casparius—Expert in Latin American
and Mexican Hotels 330
Plumbing Systems 331
Heating and Air Conditioning
Systems 331
Building and Equipment 332
Roofs, Walls, Floors 333
Parking Lot 333
Elevators and Escalators 334
Kitchen Equipment 334
Guest Rooms and Public Areas 334
Recreational Equipment 335
Swimming Pools 336
Hot Tubs 337
Exercise Equipment 337
Grounds 337
Basic Groundskeeping 338
Golf Courses 339
Engineering Staff 340
Restaurants 340
Lodging Properties 340
Part 4
The Business of
Hospitality
Chapter 15
Business Basics 346
Business Structure 347
Units 347
Ownership 347
Management 349
Chains and Franchises 350
Management Functions 352
12
Contents