UNIT I.

INTRODUCTION TO HOSPITALITY AND TOURSIM RISK MANAGEMENT

Overview

Tourism and hospitality are critical components of the economy. Each year, they experience tremendous
global expansion and are projected to expand much further in the future. Without a doubt, this is a
future industry. Growth implies that the world requires more capable individuals. By studying tourism
and hospitality management, you will acquire the knowledge and skills necessary to contribute to this
expansion.

There are dangers in every sector. Hospitality and tourism are two industries that face significant risk.
Risk management is critical for the smooth functioning of hospitality and tourism businesses. In this
Unit, we will discuss what the hotel and tourism industries entail and why risk management is critical in
this sector.

Learning Objectives

After successfully completing this course, students will be able to: Distinguish between the hospitality
and tourism industries;

• Contrast the definitions of hospitality and tourist management;

• Tell the difference between the hospitality and tourism industries;

• Recognize the importance of risk management to the hotel and tourism industries;

• Define and relate the term "risk management";

• Define and connect risk management to the hospitality and tourist management concepts; and

• Define and comprehend the terms "risk," "hazard," "safety," "security," and "sanitary."

HOSPITALITY AND TOURISM INDUSTRY: THE IMPORTANCE OF RISK MANAGEMENT

What Does Hospitality and Tourism Mean?

Hospitality and tourism are a huge sector that encompasses both tourism and other businesses. Tourism
firms are technically classified as entertainment enterprises, as they rely on excellent customer service
to generate revenue. They must ensure that their consumers have a pleasant and welcoming
experience. Otherwise, visitors will not return, and some may share their negative experience with
friends or family members.

All hospitality businesses, even those not in the tourism industry, take a similar approach to their
operations by emphasizing the importance of excellent, personalized customer service.

What Is Tourism?

Tourism is a concept as well as a business. Tourism as a concept relates to travel for business or
pleasure, either within or outside of one's own country. More exactly, the World Tourism Organization
defines tourism as the action of "traveling and residing in regions outside their usual surroundings for no
more than one continuous year for pleasure and no less than 24 hours for business or other purposes."
The tourism industry is made up of businesses that provide goods or services to travelers, referred to
commonly as "tourists."

Typical examples of tourist enterprises include the following:

> Cruise lines

> Hotels

> Tour guides

> Amusement parks/ Destinations

> Travel agents

> Transportations

What Is Hospitality?

As with tourism, hospitality is both a concept and a business. As a concept, hospitality refers to the
interaction between a guest and a host. When you visit a friend's house for supper, he or she is the host,
and you are the guest. This relationship is defined by the concept of hospitality. The hospitality industry
as a whole is comprised of businesses that rely heavily on such collaborations. To thrive, hospitality
businesses must develop deep and meaningful ties with their guests. Failure to do so almost inevitably
results in customers switching to the goods or services of a competitor.

Typical hospitality businesses include the following:

> Cafes

> Restaurants

> Hotels

> Bed & breakfasts

> Clubs

> Event planning

What Is the Difference Between Tourism and Hospitality Management?

What is hospitality management exactly?

It comprises monitoring the daily administrative, operational, and commercial tasks of businesses such
as hotels, resorts, restaurants, catering establishments, retail establishments, casinos, and amusement
parks, among others. The hospitality industry encompasses everything from big hotel chains to the
smallest food establishments. When you work in hospitality management, your goal as a manager is to
put your guests at ease and to ensure they have the finest experience possible at your establishment.
How is tourism management defined?

Tourism management is the oversight of all tourism and hospitality related operations. It is a
multidisciplinary field that trains individuals who have a passion in, expertise with, and training in the
food, lodging, and tourism industries for management jobs. Tourism management may also refer to the
businesses, associations, and government agencies that sell tourism services to prospective travelers.

Tourism management marries three areas:

1. Business administration functions, such as finance, human resources, and marketing

2. Management theories and principles

3. Tourism industry topics, such as travel motivation, environmental factors, and tourism organizations

The tourism sector typically contains three major business-related components. These are:

• Accessibility - Travel and transportation arrangements such as a vehicle, public transit, cruise ships,
railroads, and airlines.

• Accommodation - Hotel, hotel, resort, cottage, and other types of lodging are available.

• Attraction - Theme parks, historical sites, and natural sites are all examples of attractions (or some
form of amusement or activity).

Occasionally, the terms "hospitality" and "tourism" are used interchangeably. While they are similar,
they are not usually identical. To operate in either of these industries, it is necessary to understand the
distinctions between hospitality and tourism. Only then will you be able to choose the job that is the
best fit for you.

Let's take a closer look at how the tourist and hotel industries differ. Hospitality is a vast industry that
comprises a variety of tourism-related businesses. Due to the fact that tourism businesses rely on strong
and meaningful relationships with their customers to thrive, they are occasionally classified as
hospitality businesses as well. The tourism and hospitality industries are distinct in that the former is a
smaller sector focused exclusively on travel activities, whilst the latter is a broader industry that
encompasses all businesses that rely on strong and lasting client relationships.

Careers in Tourism

Travel agents, tour guides, hoteliers, theme park managers, event planners, and tourism officers are just
a handful of the tourism industry's interesting and financially lucrative positions. A travel agent is one of
the most common occupations in the tourism industry. Travel agents earn an average of $62,074 a year
in the United States, which is more than double the median wage reported by the United States Census
Bureau. Travel agents, tour guides, hoteliers, theme park managers, event planners, and tourism officers
are just a handful of the tourism industry's interesting and financially lucrative positions. A travel agent
is one of the most common occupations in the tourism industry. Travel agents earn an average of
$62,074 a year in the United States, which is more than double the median wage reported by the United
States Census Bureau.
Other Opportunities in Hospitality

Tourism is simply one of several sectors associated with hospitality. There are hundreds of various
positions available in the hotel industry that do not involve tourism. Among the positions available are
concierge, executive chef, hotel manager, waiter/waitress, food and beverage director, barista,
housekeeping manager, and restaurant host/hostess.

Getting Ready for a Career in Hospitality and Tourism

Some persons begin their careers in the hospitality and tourism industries by starting at the bottom and
working their way up. While many firms will hire individuals without formal education or experience, it is
strongly recommended that you obtain some form of training, such as a recognized professional
development certificate or diploma.

By committing time and effort to earning a certificate or certification in business, hospitality, or tourism,
you will acquire the necessary skills and knowledge to thrive in these rapidly growing fields.

The Importance of Risk Management in the Hospitality and Tourism Industry

Because hospitality and tourism providers face a unique set of hazards in their everyday operations,
professionals of this business must have an effective risk management approach. Risk management
enables personnel to identify, analyze, and assess risks posed by a range of sources, including financial
disruption, legal implications, accidents, natural disasters, data or cyber security breaches, and many
others. It highlights various risks encountered in the hospitality and tourism industries, as well as how to
establish procedures that effectively address them before they become a larger problem. Risk
management does not begin with the occurrence of a problem, but far earlier. Every hotel and tourism
business should address risk management in order to be prepared for a crisis.

Why should you be concerned about risk management?

Risk management is undertaken by hospitality and tourism operators for two primary reasons: to
protect visitors and employees from harm and to protect their business operations from financial or
physical disaster.

Operators have a moral and ethical responsibility to keep their visitors and employees safe, which
includes avoiding both emotional and physical harm. Protecting business operations include shielding
against property damage, reputational injury, and any financial ramifications of litigation. Operators
demonstrate that they value human health and safety while also maintaining their company's economic
sustainability by using this two-pronged technique.
UNIT II: RISK MANAGEMENT CONCEPT: SAFETY, SECURITY, AND SANITATION

Unexpected events, such as a natural disaster, theft of funds, or injury to staff, customers, or on-site
visitors, pose a risk to all businesses and non-profit organizations. Any of these instances may result in
financial loss and damage to the organization's image, or they may result in the organization's ultimate
closure. The institution can prevent it from happening through risk management, which involves
identifying and mitigating risks and additional expenses in advance of their emergence. Consider
potential hazards or events in advance and implement a risk management strategy to try to preserve
funds and resources while safeguarding the organization's future. The discussion below will assist you in
defining and appreciating risk management as it relates to safety, security, and sanitation, by outlining
the critical components of risk management.

HOW IS RISK MANAGEMENT EXACTLY DESCRIBED?

Risk management is a fundamental business discipline that enables businesses to identify, evaluate,
track, and mitigate risks in their business environment. Risk management is carried out at all stages of
business; small businesses carry it out haphazardly, big enterprises systematize it.

Businesses expand with the goal of ensuring long-term stability. Managing the risks that affect the
business is critical to its stability. Unawareness of the threats that may affect the business could result in
financial losses. Unawareness of a competitive risk can result in market share loss, unawareness of a
financial risk can result in financial losses, unawareness of a safety risk can result in a mishap, and so on.

Corporations have a risk management department whereas tiny firms just have one risk manager. those
in charge of company risk monitor the organization and its environment They look at both internal and
external factors that may affect the company.

Forecasting a hazard helps companies maintain a competitive advantage. When a corporation predicts
financial disaster, it stops investing and concentrates on its finances. When one can identify the dangers
and effects of a safety issue, this can yield a major competitive advantage.

Corporate racetracks are paved with potholes. All companies must watch out for these hazards if they
wish to earn the checkered flag. Risk management is the process of discovering and measuring potholes,
then devising a strategy to prevent injuries. A little pothole may require merely caution; nevertheless, a
massive pothole may require avoidance.

Informed risk taking allows businesses to deploy resources more efficiently. Basing decisions on the
existing dangers will result in businesses deciding what needs to be done, and which may be neglected.
Risk management allows organizations to prevent harm before it occurs. There are different ways to
manage the various types of dangers.

“Risk management is a critical business discipline that assists firms in identifying, evaluating, tracking,
and mitigating risks in the business environment. Risk management is undertaken by firms of all levels;
tiny organizations do it haphazardly, while large firms formalize it.”
What is Hazard?

The definition of the term hazard might be puzzling. Often, dictionaries do not provide exact meanings
or mix it with the word "danger." For example, one dictionary defines hazard as "a danger or risk," which
helps to explain why many people use the phrases interchangeably.

There are various definitions for hazard, but the most popular one when discussing occupational
health and safety is:

A hazard is any source of potential damage, harm or adverse health effects on something or someone.

The CSA Z1002 Standard "Occupational health and safety - Hazard identification and elimination and risk
assessment and control" uses the following terms:

Harm is defined as physical hurt or harm to one's health.

A possible cause of injury to a worker is defined as a hazard.

Basically, a hazard is the potential for harm or an adverse effect (for example, to people as health
effects, to organizations as property or equipment losses, or to the environment).

Sometimes the resulting harm is referred to as the hazard instead of the actual source of the hazard. For
example, the disease tuberculosis (TB) might be called a "hazard" by some but, in general, the TB-
causing bacteria (Mycobacterium tuberculosis) would be considered the "hazard" or "hazardous
biological agent".

What are Examples of a Hazard?

Workplace hazards may arise from a variety of causes. Any item, object, method, or behavior that has
the potential to cause damage or bad health effects to a person or property is an example of a hazard.

Examples of Hazards and Their Effects

Workplace Hazard Example of Hazard an Example of Harm Inflicted

Thing Knife Cut

Substance Benzene Leukemia

Material Mycobacterium tuberculosis Tuberculosis

Source of Energy Electricity Shock, electrocution

Condition Wet floor Slips, falls

Process Welding Metal fume fever

Practice Hard rock mining Silicosis

Behavior Bullying Anxiety, fear, depression

Workplace hazards also include practices or conditions that release uncontrolled energy like:

• an object that could fall from a height (potential or gravitational energy),

• a run-away chemical reaction (chemical energy),

• the release of compressed gas or steam (pressure; high temperature),

• entanglement of hair or clothing in rotating equipment (kinetic energy), or

• contact with electrodes of a battery or capacitor (electrical energy).

What Types of Hazards are There?

A common way to classify hazards is by category:

• Biological - bacteria, viruses, insects, plants, birds, animals, and humans, etc.,

• Chemical - depends on the physical, chemical and toxic properties of the chemical,

• Ergonomic - repetitive movements, improper set up of workstation, etc.,

• Physical - radiation, magnetic fields, pressure extremes (high pressure or vacuum), noise, etc.,

• Psychosocial - stress, violence, etc.,

• Safety - slipping/tripping hazards, inappropriate machine guarding, equipment malfunctions or

breakdowns.

• Environmental

What is Risk?

The likelihood or possibility that a person would be injured or suffer an undesirable health outcome if
exposed to a danger is referred to as risk. It may also apply to instances involving the loss of property or
equipment, as well as negative environmental repercussions.

The CSA Z1002 Standard "Occupational health and safety - Hazard identification and elimination and risk
assessment and control" uses the following terms:

Risk – the combination of the likelihood of the occurrence of a harm and the severity of that harm.

Likelihood – the chance of something happening.

Note: In risk assessment terminology, the word “likelihood” is used to refer to the chance of something
happening, whether defined, measured, or determined objectively or subjectively, qualitatively or
quantitatively, and described using general terms or mathematically (e.g., a probability or a frequency
over a given time period).

For example: the risk of developing cancer from smoking cigarettes could be expressed as:
• "cigarette smokers are 12 times (for example) more likely to die of lung cancer than non-smokers", or

• "the number per 100,000 smokers who will develop lung cancer" (actual number depends on factors
such as their age and how many years they have been smoking). These risks are expressed as a
probability or likelihood of developing a disease or getting injured, whereas hazard refers to the agent
responsible (i.e. smoking).

Factors that influence the degree or likelihood of risk are:

• the nature of the exposure: how much a person is exposed to a hazardous thing or condition (e.g.,
several times a day or once a year),

• how the person is exposed (e.g., breathing in a vapour, skin contact), and

• the severity of the effect. For example, one substance may cause skin cancer, while another may cause
skin irritation. Cancer is a much more serious effect than irritation.

Occasionally, the terms hazard and risk are used interchangeably. Due to the fact that you will
encounter them throughout the course, it is vital that you understand their distinctions.

Hazard – a source or situation with a potential to cause harm in terms of injury, ill health, damage to
property, damage to the environment or a combination of these.

Risk – a combination of the likelihood of an occurrence of a hazardous event with specified period or in
specified circumstances and the severity of injury or damage to the health of people, property,
environment or any combination of these caused by the event.

Every key sector of the workplace must be monitored and protected from threats. Every step of the
work process should combine occupational safety and health, including the handling of raw materials,
manufacturing of products, the usage of varied equipment, and establishing a risk-free work
environment.

What is Safety?

Safety is the state of being "safe" (from French sauf), the condition of being protected against physical,
social, spiritual, financial, political, emotional, occupational, psychological, educational or other types or
consequences of failure, damage, error, accidents, harm or any other event which could be considered
non-desirable. This can take the form of being protected from the event or from exposure to something
that causes health or economical losses. It can include protection of people or of possessions.

What is Security ?

Security is freedom from, or resilience against, potential harm (or other unwanted coercive change)
caused by others. Beneficiaries (technically referents) of security may be of persons and social groups,
objects and institutions, ecosystems or any other entity or phenomenon vulnerable to unwanted
change.
Safety and security are critical to hospitality and tourism. The success or failure of a hospitality and
tourism destination and establishment rests on having a safe and secure atmosphere for visitors. Proper
risk management identifies, analyzes, and avoids or mitigates risk from diverse sources. For people in
the hospitality sector, there are numerous potential risks to detect and handle in order to keep
everyone safe. Quality service is fundamental to excellence in hospitality and tourism. Success or failure
of a hospitality and tourist location and firm is primarily dependent on the capacity to provide a safe and
secure environment for travelers. By detecting, analyzing, and avoiding or managing certain risks,
businesses and workers both benefit. In order to ensure the safety of your staff and clients, there are
various possible threats that you should be aware of and ready to deal with. Tourism safety and security
are essential for any thriving tourism business. Tourism that is sustainable depends on the security and
safety of travelers.

What is Sanitation ?

Sanitation is the creation and use of sanitary measures for the purpose of cleanliness and health
protection. It is also the process of keeping areas clean and healthy.

The Impact of Sanitation

Clearly, a company's cleanliness program flaws could lead to regulatory action. However, sanitation goes
beyond governmental intervention. This program has a great impact on the whole operation of a
hospitality and tourism company.

UNIT II. RISK MANAGEMENT: SAFETY

Overview

A safe and healthy workplace not only protects employees from injury and illness, but it also has the
potential to reduce injury/sickness costs, absenteeism, and turnover, increase productivity and quality,
and promote employee morale. In other words, business benefits from safety. A safe and healthy work
environment benefits the organization in numerous ways. This lesson will explain and assist you in
comprehending the core concept of safety as it relates to the hospitality and tourism industries. In
addition to the discussions, the following issues will be discussed: Safety and health at work; risky
actions and incidents; proper workplace hygiene; facility safety regulations; and water safety These
issues should aid businesses in the hospitality and tourism industries in minimizing personal harm as a
result of workplace accidents and illness.

Learning Objectives

On completion of this unit students will be able to;

• Define and discuss what is Occupational safety and health;

• Distinguish the duties of employer, workers and other person in implementing the OSH Standards by
DOLE

• Identify and relate the relationship between unsafe/unhealthy acts and unsafe/unhealthy conditions;
• Explain accident and its causes;

• Distinguish ways to promote safety consciousness;

• Relate the value of practicing good housekeeping;

• Recognize and explain the role of management, supervisor and employees in good housekeeping
activities;

• Identify and discuss good housekeeping practices and the importance of good housekeeping in
preventing most common accidents in the workplace;

• Distinguish and relate Facilities Safety Requirements in hospitality and tourism sector;

• Recognize the importance of safety inspections; and

• Discuss and relate Water Safety.

Setting Up

Name: ______________________________________ Score: ___________________________

Program/Year / Section: _________________ Date: ____________________________

Picture Interpretation. What took place just before? Why do you think that circumstance/incident
happened? Write your response as concisely as possible.

1.

2.

Lesson Proper

BASIC OCCUPATIONAL SAFETY AND HEALTH STANDARDS IN A WORKPLACE

What is occupational safety and health (OSH)?

Occupational safety and health is a broad-ranging topic that encompasses three distinct areas:
occupational safety, occupational health, and industrial hygiene.

• Occupational safety is concerned with determining the causes of workplace accidents and devising
strategies to prevent harmful acts and situations in any organization. Safety at work covers topics such
as proper housekeeping, material handling and storage, machine safety, electrical safety, fire prevention
and control, safety inspection, and accident investigation.

• Occupational health is a wide concept that describes how various dangers and risks at work can result
in illness and stresses the critical role of health programs in preventing work-related and/or
occupational diseases.

• Industrial hygiene is concerned with identifying, evaluating, and preventing physical, chemical,
biological, and ergonomic dangers on the job.
“In its broadest sense, OSH aims at:

a. the promotion and maintenance of the maximum possible level of physical, mental, and social well-
being for all workers;

b. preventing harmful health consequences of working conditions

c. the placement and upkeep of people in a work environment that is physically and mentally suitable
for them; the adaptation of work to humans (and NOT the other way around).

Occupational health and safety, in other words, involves the social, emotional, and physical well-being of
workers, or the "whole person."

Occupational health and safety strategy requires the collaboration and participation of both employers
and workers, and includes the consideration of occupational health, industrial hygiene, toxicology,
education, engineering safety, ergonomics, psychology, etc.

Occupational health issues tend to provide less attention because they are often more difficult to deal
with. When the health of an employee is addressed, safety is addressed as well. A so-called healthy
workplace is not necessarily also a safe workplace. It is crucial to address health and safety issues in
every workplace.

OSH Situation in the Global and Local Levels

This lecture will offer context for both the domestic and international occupational safety and health
situation. In hope that just by raising awareness and concentrating attention on the extent of workplace
accidents, injuries, and illness, students will gain a better understanding of the prevalent circumstances
that contribute to workplace accidents and disease.

Begin to share with everyone a historical occurrence that resulted in early nineteenth-century advances
to occupational safety and health. The industrial revolution of the 1800s - 1900s saw widespread use of
machines, equipment, and chemicals as manufacturing processes, agriculture, and train/steam engine
transportation were the economy's driving forces. Nonetheless, several workplace accidents and deaths
have occurred as a result of dangers in these industries. At the time, statistics indicated that safety risks,
chemical exposures, and injuries associated with factory operations were quite high. This resulted in the
development of rules and standards to safeguard workers in the areas of the business from workplace
dangers and risks.

Trends in accidents and diseases may also show how workers are affected as work patterns shift. From
the late twentieth century to the present, the service sector has heavily influenced (wholesale and retail
trade, education, hotels and restaurants, banks, and health care, to name a few), and we are now
challenged with data revealing work-related muscle and joint injuries suffered by service sector workers,
as well as the emergence of the science of ergonomics, which will be discussed in detail later in this
chapter.

DEPARTMENT OF LABOR AND EMPLOYMENT (Philippines)

OCCUPATIONAL SAFETY AND HEALTH STANDARDS (As Amended, 1989)

RULE 1000 GENERAL PROVISION

1005: Duties of Employers, Workers and other Persons

(1) Each employer covered by the provisions of these Standards shall:

a. Furnish his workers a place of employment free from hazardous conditions that are causing or are
likely to cause death, illness or physical harm to his workers;

b. Give complete job safety instructions to all his workers, especially to those entering the job for the
first time, including those relating to the familiarization with their work environment, hazards to which
the workers are exposed to and steps taken in case of emergency;

c. Comply with the requirements of this Standards; and

d. Use only approved devices and equipment in his workplace.

(2) Every worker shall cooperate with the employer in carrying out the provisions of this Standards. He
shall report to his supervisor any work hazard that may be discovered in his workplace.

(3) Every worker shall make proper use of all safeguards and safety devices furnished in accordance with
the provisions of this Standards for his protection and that of others, and shall follow all instructions
given by the employer in compliance with the provisions of this Standards.

(4) It shall be the duty of any person, including any builder or contractor or enforcement agent, who
visits, builds, renovates, or installs devices, or conducts business in any establishment or workplace, to
comply with the provisions of this Standards and all regulations of the employer issued there under as
well as with other subsequent issuances of the Secretary

Acts and Conditions that are Unsafe / Unhealthy

What are unsafe/unhealthy acts and conditions?

To begin defining this, let us return to the work system, which is formed of several components:
employees, raw materials, tools and equipment, and the work environment. The interaction of these
elements results in the accomplishment of certain tasks such as manufacturing items. However, if an
accident occurs, the task(s) will be unable to be completed or would be postponed..

Accidents

An accident is an unexpected, unforeseen, unplanned and unwanted occurrence or event that causes
damage or loss of materials or properties, injury or death.

Common types of accidents:

• fall from height and fall from the same level (slips and trips)

• struck against rigid structure, sharp or rough objects

• struck by falling objects

• caught in, on or in between objects

• electrocution

• fire

Costs of accidents

Accidents entail costs for businesses, whether direct or indirect. The Iceberg Theory provides the best
explanation for the expense of accidents. Once an accident occurs, money must be spent on the injured
worker's/workers' medical expenditures, insurance premiums, and, in some situations, penalty and
litigation expenses. Additionally, businesses spend significant sums to replace broken equipment and
squandered raw materials. These are the direct expenses of accidents. However, this is only the top of
the iceberg.

However, the larger and more dangerous portion of the iceberg is the one that sits beneath the surface
of the ocean. This reflects the accident's indirect costs, which are more detrimental to the worker, their
family, the company, and the community at large. Indirect costs include the following:

1. Lost or lesser productivity of the injured – workers lose their efficiency and income due to work
interruption on the day of the injury.

2. Loss of productivity among other employees due to work stoppage when assisting the injured worker,
inspection or merely out of curiosity. The psychological impact of the accident reduces the workers’
productivity.

3. Loss of productivity among supervisors because instead of focusing on managing people and the work
flow, they spend their time assisting the injured, investigating the accident and preparing inspection
reports.

4. Hiring and training replacement workers

5. Downtime due to equipment damage

Apart from this, accidents have humanitarian consequences such as grief over loss, hardships and
inconveniences, physical pain and discomfort, and psychological disorders.

Accident Causation

After knowing what accidents are and the costs that will be incurred when these happen, we will now
look at the primary causes of accidents. Understanding this topic will help you identify appropriate
measures to prevent accidents from happening.

Are these phrases familiar to you?

• "Oras na niya"

• "Malas niya lang"

• “Tanga kasi”

• “Kasama sa trabaho”

People usually utter the abovementioned phrases or statements when someone gets injured or dies in
an accident. However, these are not the real causes of accidents but mere excuses of people who do not
understand the concepts of occupational safety and health. Accidents are primarily caused by unsafe
and unhealthy acts and conditions.

Unsafe/unhealthy Act: the American National Standards Institute (ANSI) defines this as “any human
action that violates a commonly accepted safe work procedure or standard operating procedure.” This is
an act done by a worker that does not conform or departs from an established standard, rules or policy.
These often happen when a worker has improper attitudes, physical limitations or lacks knowledge or
skills.

Examples of unsafe acts include: horse playing, smoking in non-smoking areas, using
substandard/defective tools, non - wearing of goggles/gloves, driving without license, reporting to work
under the influence of liquor or drugs, and improper storage of paints and hazardous chemicals among
others.

Unsafe/unhealthy Condition: ANSI defines this as the physical or chemical property of a material,
machine or the environment which could possibly cause injury to people, damage to property, disrupt
operations in a plant or office or other forms of losses. These conditions could be guarded or prevented.

Examples of unsafe conditions include: slippery and wet floors, dusty work area, congested plant lay-
out, octopus wiring, scattered objects on the floor/work area, poor storage system, protruding nails and
sharp objects, unguarded rotating machines/equipment, etc.

To detect unsafe or unhealthy conditions, be as descriptive as possible. The term “poor housekeeping”
is a vague and broad term that doesn't provide specifics about the workplace's current demands. Unsafe
and harmful situations should not be general terms when cited. Stating your point more precisely, like:
Workplace is dusty, and paints are improperly stored. Another generic statement is “non-wearing of
personal protective equipment (PPE).” You must utilize the correct type of personal protective
equipment. Your observation should be: not wearing gloves and masks while mixing chemicals, or not
wearing goggles while welding.

Specific unsafe/unhealthy activities and conditions are necessary to provide a foundation for
suggestions to management. Only general statements about the topic will provide only general
recommendations or solutions. Your answer to the problem would be logical if you said the problem
was “bad housekeeping”. It's important to have specificity when trying to convince management that
safety and health issues in the workplace are important.

Can Accidents be Prevented?

The industrial safety pioneer, Herbert William Heinrich, undertook a study on insurance claims for
Travelers Insurance Company. Heinrich discovered that 98% of workplace accidents are preventable and
only 2% are caused by workers themselves. Of the 98% preventable accidents, 88% are attributable to
“man failure” and 10% are due to unsafe/unhealthy settings. This paper highlights the reasoning for
instilling a safety and health mindset within workers and management.

How do you prevent yourself from performing unsafe/unhealthy acts that will cause unsafe/unhealthy
conditions at work?

By raising everyone's awareness, we may all begin to see that our daily activities impact other people in
the workplace, even if they do not appear to effect them. We're a part of the issue, but we might also be
a part of the solution. In the opinion of OSHC, Filipinos are good employees. With adequate knowledge,
training, and the correct motivation, we can all make a safe and healthy workplace. BOSH training is
therefore being done.

Workplace Housekeeping

This course will educate you on the critical nature of proper housekeeping in preventing the most
frequent workplace accidents (we also think it will be good to implement in your homes and schools).

The 5S method, a Japanese idea aimed at optimizing time for production, is a very practical,
straightforward, and time-tested approach to workplace housekeeping improvement. Housekeeping is
critical because it helps prevent accidents, as well as associated injuries and diseases. As a result,
production is increased and direct/indirect expenses associated with accidents/illnesses are minimized.
Housekeeping entails relocating everything to its rightful location. It is everyone's responsibility to
enforce it in the workplace.

Defining Housekeeping

Let us begin by showing you what are bad practices on housekeeping: It is shown when your
surroundings have:

• cluttered and poorly arranged areas

• untidy piling of materials

• improperly piled-on materials that results to damaging other materials

• items no longer needed

• blocked aisles and passageways

• materials stuffed in corners and out-of-the-way places

• materials getting rusty and dirty from non-use

• excessive quantities of items

• overcrowded storage areas and shelves

• overflowing bins and containers

• broken containers and damaged materials

Do you agree with this?

Housekeeping include avoiding all of the above, as well as several more. Rather than being grumpy and
complaining about bad cleaning, why don't we look at ways to instill and enforce excellent
housekeeping in our workplace? Consider the two images here. Are you familiar with these seven
wastes and how they may be eliminated? You have it! By virtue of good housekeeping!

What is 5S?

5S is a systematized approach to:

• organizing work areas

• keeping rules and standards

• maintaining discipline

5S Utilizes:

• workplace organization

• work simplification techniques

5S Practice...

• develops positive attitude among workers

• cultivates an environment of efficiency, effectiveness and economy

5S Philosophy

• Productivity comes from the elimination of waste

• It is necessary to attack the root cause of a problem, not just symptoms

• Participation of everybody is required

• To acknowledge that the human being is not infallible

5S TERMS:

1. SEIRI/SORT/SURIIN – is the first S which means sorting out unnecessary items and discarding them.

 Make the work easy by eliminating obstacles

 Eliminate the need to take care of unnecessary items

 Provide no chance of being disturbed with unnecessary items

• Prevent faulty operation caused by unnecessary items.

2. SEITON/SYSTEMATIZE/ SINUPIN – is the second S which means we need to organize things.

7 Seiton Principles:

• Follow the first-in-first-out (FIFO) method for storing items

• Assign each item a dedicated location.

• All items and their locations should be indicated by a systematic labeling

• Place items so that they are visible to minimize search time

• Place items so they can be reached or handled easily.

• Separate exclusive tools from common ones.

• Place frequently used tools near the user.

3. SEISO/SWEEP/SIMUTIN – is the third S which means we have to sanitize or clean our workplace.

• Keep environmental condition as clean as the level necessary for the products

• Prevent deterioration of machinery and equipment and make checking of abnormalities easy

• Keep workplace safe and work easy

4. SEIKETSU/STANDARDIZE/SIGURUHIN – is the fourth S which means we have to standardize what we

are doing.

5. SHITSUKE/SELF- DISCIPLINE/SARILING KUSA – is the fifth and last S which means we have to do this
process without prodding.

For quality improvement to occur, proper housekeeping is required. This results in a decrease in
rejects/losses. When the workplace is in order, performing the job becomes effortless. Work
improvement is synonymous with a simpler task that is free of faults, produces continuously, and
maintains an ordered work environment. And, with ISO Certification on the rise, a company's image in
the community is critical. A business that practices proper housekeeping will undoubtedly be known as a
source of high-quality services and goods.

Management’s Role

• Providing adequate equipment

• Including housekeeping in the planning of all operations

• Including maintenance of good housekeeping as part of individual’s job responsibility

• Providing clean-up schedule and personnel

• Maintaining executive supervisory and interest

Supervisor’s Role

• Maintaining constant check on housekeeping conditions

• Seeing that employees maintain good housekeeping

• Having unusual situations corrected or cleaned up immediately

• Planning for orderliness in all operations

• Issuing definite instructions to employees

• Insisting on clean-up after every job

Worker’s Role

• Follow housekeeping procedures

• Maintain an orderly workplace

• Report to supervisors any unsafe condition

WORKPLACE HOUSEKEEPING CONCLUSION

As an individual, you may make your work space more enjoyable and favorable to productivity,
therefore increasing job efficiency, safety, and product quality. 5S is an integrated strategy to
production, quality, cost reduction, on-time delivery, safety, and morale inside a business. To
summarize, it is not a matter of learning Japanese terms relating to a housekeeping system. What
matters is a sincere commitment to the observance of proper housekeeping. After reading this, you will
undoubtedly see the need of excellent housekeeping as the first and most fundamental step in
preventing accidents and averting varying degrees of damage to productivity, property, materials, and
equipment, regardless of their human component.

COMPLIANCE WITH SAFETY REQUIREMENTS IN HOSPITALITY AND TOURISM BUSINESS FACILITIES

To demonstrate reasonable care, a business must address the safety risks associated with hospitality
and tourism facilities. A hospitality or tourist company facility is responsible for ensuring the safety of
both staff and guests. Unacceptable workplace safety rules can result in high-cost employee
absenteeism and undermine moral values.

When under tension and during hectic periods, it is all too easy for safety violations to go unreported
and for errors to go unidentified. The effects can be severe. In 2016, the US Occupational Safety and
Health Administration (OSHA) recorded 5,190 workplace fatalities.

The topics covered will assist you in determining ways to reduce safety breaches and errors. At process,
experts view discussions as a valuable tool for increasing efficiency and avoiding human mistake.
UNIT III. RISK MANAGEMENT: SECURITY

Overview

Since its inception, security has undergone considerable transformation: from a more or less passive element, it
has grown into an active component of the hospitality and tourism industries, a requirement to act in order to
protect guests and visitors, as well as the industry's accomplishments. To ensure the safety of both guests and
employees in today's world, this course will stress the core principles of security as a critical problem for the
hospitality and tourism sectors.

Learning Objectives
On completion of this unit students will be able to;
o Recognize and distinguish the safety and security principles of guests, employees and assets in a
hospitality or tourism business;
o Identify and relate different types of security use in the hospitality and tourism sector;
o Recognize and relate the important safety and security measures necessary in Hotels/Hospitality and
Tourism Establishment;
o Explain and relate Safety and Security Measures for Women Guests /Tourists; and
o Recognize and distinguish Security Tips for Hospitality and Tourism Management.

Setting Up

Name: ______________________________________ Score: ___________________________

Program/Year / Section: _________________ Date: ____________________________

Picture Interpretation: Answer questions based on pictures. Write your answer as concise as possible.

1. What exactly is going on? Describe what the people are up to in this scene. Who are the individuals
involved?

2. Create a catchy title for the image or a catchy phrase to accompany it.

Lesson Proper

SECURITY FOR GUEST/VISITOR, EMPLOYEES AND BUSINESS FACILITIES

Properties in the hospitality and tourism industry, which include hotels, motels, casinos, conference centers,
resorts, and other similar establishments, are meant to be inviting to guests, visitors, and the general public.
They are also more prone to crime, terrorism, and violence as a result of these same factors. With large
numbers of transient travelers arriving by car, taxicab, public transportation, and on foot, many with luggage
and packages, hospitality and tourism establishments must be thorough in developing comprehensive security
plans in order to remain safe and pleasant places to stay for their customers and visitors. The issue for owners,
site managers, and planners is to strike a balance between clear and visible security measures while also
ensuring that visitors and guests feel comfortable and safe in their surroundings.
Everyone on a team must be aware of the potential dangers, policies, functions, and security problems
associated with hospitality and tourism facilities in order for the team to plan and build effective solutions.
When it comes to hospitality and tourism, the most important considerations are the safety of guests and
employees, the facilities, and on-site security.... While designing a facility and developing a security plan,
these aspects must be taken into consideration. Concentrating on a single facet of security to the neglect of the
others could leave the facility open to compromise.

Safety and Security of Guests, Employees and Assets

In order for a team to develop and design efficient solutions for hospitality and tourism facilities, all team
members must be aware of potential dangers, policies, functions, and security concerns. The key security
concerns in the hospitality and tourism industries are the safety of guests and personnel, the facility, and the
properties themselves. These considerations must be taken into account throughout the design and planning of
facilities. Concentrating on one facet of security to the neglect of the others could leave the facility susceptible.

Importance of Safety and Security System

The management must take care that the Safety and Security systems cover the following areas:
1. Guest: Protection from crimes such as murder and kidnapping, as well as health threats posed by strangers,
hotel personnel, vermin, and food poisoning, among other things.
2. Staff: Providing lockers for employees, insurance, health plans, and provident funds, among other things.
Protective clothes, shoes, firefighting drills, the provision of safe drinking water through the use of aqua
guards, sterilized washrooms, and other measures are in place.
3. Guest luggage: It is necessary to provide secure luggage storage areas as well as appropriate equipment
such as luggage trolleys and bellhop trolleys.
4. Establishment Equipment: It is necessary to protect things such as lifts, boilers, kitchen equipment,
furniture fittings, and the structure itself; for this, the Safety and Security department should provide
equipment such as fire safety equipment, bomb threat security system, flood security system, earthquake
security system, safe vault safety and security system, and so on.
5. Protection of raw materials, goods, provisions and groceries etc. In order to accomplish this, the safety
and security system should include suitable storage and pest control methods in addition to the implementation
of a whole material management system.
6. Protection of Funds:
• Only one person should be able to access each cash bank, and each cash bank should be kept in a separate
drawer from the others.
• All transactions should be documented as soon as they occur.
• After each transaction, the cashier should ensure that the cash register drawer is properly closed.
• Cashiers should complete the transaction currently in process before converting cash into new denominations
for the guests' benefit. In order to minimize confusion, each modification request should be treated as a
separate transaction.
• It is recommended that a supervisor or a member of the accounting division conduct an unscheduled audit of
the front desk cash registers on a regular basis.
• The hotels should have a policy in place that specifies where cash should be placed during a transaction by
their personnel.

Types of Security
1. Physical aspect
2. Safety and Security of persons
3. Safety and Security of systems

1) PHYSICAL ASPECT is divided into two parts

a) Internal security
• Against theft
• Fire safety
• Proper lighting
• Safeguarding assets
• Track unwanted guests
b) External Security
• 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
• Fixing of closed-circuit TV cameras

2) SECURITY ASPECTS OF PERSONS

a) Staff
• Effective recruitment and selection
• Identification of staff
• Key control
• Red tag system
• Training
• Locker inspection
b) Guests:
• Check scanty baggage guests
• Guests suspected of taking away hotel property should be charged according to hotel policy
• Guest room security:
ü Provide wide angle door viewer, dead bolt locks, night torch, chains on doors etc
ü Employees should be trained to not give any information about in-house guests to outsiders.
ü While issuing a duplicate card key ask for identification if in doubt of the guest.
ü Housekeeping staff should never leave keys expose on unattended carts in corridors

3) SECURITY ASPECTS OF SYSTEMS

The term system implies the operations of the hotel e.g.: all the equipment used for operation, procedures laid
down for operations and policies to be followed. Systems procedures and policies if followed properly shall
safeguard the assets and increase life span of equipment as well as avoid any breakdown maintenance
This would mean the following:
 • Fix duties and responsibilities: Fix duties of staff members so that they don’t interfere with
others’ work.
• Make surprise checks
• Staff who have access to liquid assets should be made to sign a bond so that in case of theft
the concerned person can easily be caught
• Hiring of some independent security company to check the security system of the hotel
• Record of all losses and missing items immediately
• Inventory control should be proper
• Auditing should be done on a regular basis
• Proper system for cash disbursements should be made.

Important Safety and Security Measures Necessary in Hotels, Hospitality and Tourism Establishment
1. Key Card Locks: Guest room locking systems these days include punch and magnetic key cards
which have locks with flash memory and other functions. The system can directly be linked with
PMS.
2. Security Guards: Security guards who are well-trained and available 24 hours a day, seven days a
week to provide the highest level of safety and security for the guests.
3. Security Cameras: Security cameras with digital technology, intelligent access central system,
software interface with CCTV for matching undesirable visitors and criminals, along with metal
detectors, and spy cameras and use of biometric readers like hand key reader or face recognition
system etc.
4. Fire Alarms: Smoke detectors and fire alarms in each guest room and throughout the entire complex
that is monitored 24 hours a day, 7 days per week that pinpoints the exact point of the alarm allowing
our security staff to respond immediately to the area of any alarm condition.
5. Emergency Power: Provision for emergency power in case of a power cut to provide uninterrupted
guest service.
6. Emergency Manual: Hotels maintain an emergency manual, detailing exits and help in the event of
a variety of emergencies.
7. Employee Photo ID: For added security, some hotels have employees wearing a photo ID nametag
allowing quick identification.
8. In-Room Safes: In addition to the safety deposit boxes offered by most hotels at the front desks,
Some hotels provide in-room guest safes capable of holding a lap-top computer that use the guest’s
own credit card as the key.
9. Guest elevators
10. Defibrillation Units: A life saving device in case of heart attacks, defibrillation units are starting to
be deployed among police and emergency personnel across the nation.

Bomb Threat Security

Precautions and measures that may be taken in the bomb threat case:
• Security nets and body searches for guests not known to the staff.
• Banqueting suites and other non-public areas should be security checked and locked after
use.
• Goods received and bags should be checked and kept tidy.
 • If a bomb threat is received via telephone, the telephonist should note carefully what exactly
is said, the time of the call received, the accent of the caller and background noise if any.
After the alert the General Manager should stay put in the lobby where he can be reached
easily.
• Duties and responsibility of staff during an emergency should be well-defined.
• The hotel should work closely with the police to keep them updated.
• Chamber maids and HK supervisors should be trained to conduct security checks in the
guest rooms.
Safety and Security Measures for Women Guests /Tourists
• Mirrored walls of the guestroom floor elevators so that you can see who is walking behind
you.
• Well-lit public areas such as lobby, bars etc.
• Valet parking services to avoid the need of a woman to enter the parking lot.
• Assigning rooms closer to the elevator.
• If a woman traveler is not assigned a room on the special executive floor , hotels most often
on request, upgrade her accommodation to that floor without an increase in room rate. The
floor is staffed almost 24 hours a day with a concierge.
Theft of Establishment Property by the Guest
This can be avoided by taking the following steps:
• Installing automatic locks on the guest room doors
• Appointing a security officer who would walk and take rounds at regular intervals
• Inform guests to use the safe vault of the hotel and not to keep valuables in the guest room
• Keep a watch on walk in as their likelihood of being a thief is more as compared to a guest
who has undergone a process of making a reservation in the hotel
• Avoid giving room numbers of resident guests to visitors or over the telephone callers.
• In case the guest loses his key and asks housekeeping to open the room door for them, HK
should direct them to front desk
• Master key should be kept under strict supervision and control
Theft by outside visitors can be avoided by:
• being aware of suspicious persons
• regular and irregular schedule of vigil and security rounds
• Stagger lunch and rest periods of employees so as to keep one person on duty on each floor
at all times
• Instruct eh telephone operator not to connect calls to the guest room in case the request is
made by the caller by room number. The receptionist should insist on knowing the name of
the guest who the caller wishes to speak to.
• Guest should be informed to keep the balcony door closed to avoid anyone entering the
rooms from the balcony
• Closed circuit televisions should be used

SECURITY TIPS FOR HOSPITALITY AND TOURISM MANAGEMENT

The most difficult challenge that the hospitality and tourism industry has is establishing a welcoming
environment while maintaining public safety and security. To meet these goals, a starting point for
understanding must be adopted, starting with staff training and guest education on safety and security
concerns. Furthermore, management must follow specified security requirements on a regular basis, such as
allowing only registered guests to access the hotel's grounds. To keep on top of these issues, it is also essential
to prepare ahead of time, particularly when the hotel conducts public events.

Control Access
- Controlling access is an important aspect of a business’s security plan since it keeps criminals from
stealing money and goods from guest rooms and other areas. Management must instruct employees on
how to limit room key distribution and restrict access to registered visitors only. During off-hours,
security staff should be stationed at all key entrances to greet visitors while discouraging anyone who
has no business on the site, particularly rowdy or intoxicated non-guests.
Mobile Room Keys
- Hotel keys might be misplaced or stolen. Mobile keys, on the other hand, increase security and allow
guests to avoid the front desk entirely. Everything is done through a smartphone, removing the need to
gather keys from guests, rooms, and other locations on the site.
Educate Guests
- It is the obligation of hospitality and tourism professionals to educate guests about their safety and
security duties. The challenge is to convey the message without significantly impacting the customer’s
experience. The bellman, for example, can emphasize the significance of closing hotel room doors to
prevent intruders from entering. Front desk staff should also dissuade guests from doing things like
flashing room keys or yelling room numbers across the lobby, which make them vulnerable to
criminals.
Staff Training
- A safe and secure environment begins with knowledgeable employees. Establish regular meetings
with all personnel to discuss visitor safety and security. Discuss OSHA regulations and how the team
can keep safe and secure in the event of an incident. You should also train your employees on
compliance rules and security breach response procedures.
- Consider the most efficient methods of employee training. Consider using instructional videos or
bringing in a professional lecturer. Distribute spreadsheets outlining important statistics and facts.
Allow employees to ask inquiries and file concerns in a variety of methods, including anonymously.
Cybersecurity
- Your IT and security departments should collaborate to provide a secure online experience for your
personnel as well as your hospitality and tourism guests. Your Wi-Fi should be a secure network that
requires users to check in before accessing it. Make it easier to find the username and password. In
addition, warn guests of potential security hazards, such as connecting to adjacent public Wi-Fi
networks that don't require a password.
- IT administrators should configure Wi-Fi with role-based access to guarantee that only guests can
connect. It’s comparable to how hotels restrict who can swim in the pool or participate in the
continental breakfast. This security feature prohibits unauthorized third parties, such as hackers, from
accessing private guest data.
Surveillance Cameras
- The majority of commercial properties have some form of video surveillance system. Security
personnel can keep an eye on important places including the front desk, cash drawer, and common
spaces. Improved software, on the other hand, allows hotel owners to match individual transactions
with security footage, minimizing the need to trawl through hours of tape to discover fraudulent
behavior.
- This type of device, which is powered by analytics, can detect when a cash register is open or when a
credit card is swiped. Make sure to invest in high-quality cameras capable of capturing little details
 such as facial features and bill amounts. Your hotel can save thousands of dollars by using this type of
security system.
Patrol Public Areas
- Technology has come a long way in assisting hotels in improving their basic security procedures.
Closed-circuit TV cameras with recording systems are critical for securing high-traffic areas such as
bars, ports, lounges, and parking lots. However, these spaces also provide easy access for disruptive
individuals, muggers, and pickpockets. Staff actively monitoring camera footage and good lighting
decrease the potential for such crimes. Providing a security concierge to accompany guests reduces the
danger of non-assaultive crimes such as suitcase theft.
Advance Measures
- Communicating fundamental safety and security procedures is especially critical at public events like
conventions, where attendees may feel as though they are leaving real-world risks behind.
Management should send out early communications to event goers to avoid difficulties. Basic safety
suggestions, such as locking doors, not leaving telephones or laptops unattended, and remaining
vigilant in public places, should be included in the notices.