Validated CBLM

LIST OF COMPETENCIES
No. Unit of Competency Module Title Code

1 Plan and schedule routine Planning and TRS512371
maintenance, repairs and scheduling routine
modifications maintenance, repairs
and modifications
2 Contribute to the Contributing to the TRS512372
implementation of implementation of
emergency procedures emergency procedures
3 Observe and monitor Observing and TRS512373
people monitoring people
4 Escort, carry and store Escorting, carrying and TRS512374
valuables storing valuables
Date Developed: Document No.

HOUSEKEEPING NC April 2014 Issued by:
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OBSERVE AND Developed by:
TESDA-SNSAT Vilma Colocado Revision # 00
MONITOR PEOPLE
MODULE CONTENTS
Learning Learning Content Progress Training

Outcomes Check No. Duration
LO1 Prepare to  Relevant national
monitor/observe or local laws
 Assignment
instructions
LO2 Monitor relevant
authorized stakeholders
access areas  Observation and
monitoring
 Following
LO3 Monitor instructions
movement of  Interpersonal
people and communication
materials  Problem-solving
 Identification of
LO4 Respond to suspicious
unlawful or behaviour
suspicious
behaviour

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HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL
Welcome to the module in “Observing and monitoring people”. This

module contains training materials and activities for you to complete.
The unit of competency " Observe and monitor people” covers the
knowledge, skills, behavior and motivations required to observe and monitor
people to maintain security, taking appropriate action to prevent loss or
damage to property and/or personnel. It is one of the specialized modules
required to complete the course Housekeeping NC III.
You are required to go through a series of learning activities in order

to complete each learning outcome of the module. Each of the learning
outcomes is provided with Information Sheets (Reference Materials for
further reading to help you better understand the required activities). Follow
these activities on your own and answer the self-check at the end of each
learning outcome. You may remove a blank answer sheet at the end of each
module (or get one from your facilitator/trainer) to write your answers for
each self-check. If you have questions, don’t hesitate to ask your facilitator
for assistance.
Recognition of Prior Learning (RPL)
You may already have some or most of the knowledge and skills
covered in this learner's guide because you have:
 been working for some time
 already completed training in this area.
If you can demonstrate to your trainer that you are competent in a

particular skill or skills, talk to him/her about having them formally
recognized so you do not have to do the same training again. If you have a
qualification or Certificate of Competency from previous trainings, show it to
your trainer. If the skills you acquired are still current and relevant to the
unit/s of competency they may become part of the evidence you can present
for RPL. If you are not sure about the currency of your skills, discuss this
with your trainer.
At the end of this module is a Learner’s Diary. Use this diary to record
important dates, jobs undertaken and other workplace events that will
assist you in providing further details to your trainer or assessor. A Record
of Achievement is also provided for your trainer to complete once you
complete the module.
This module was prepared to help you achieve the required competency
in Observing and Monitoring People. This will be the source of information
for you to acquire knowledge and skills in this particular trade

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independently and at your own pace, with minimum supervision or help
from your instructor.
 Talk to your trainer and agree on how you will both organize the
Training of this unit. Read through the module carefully. It is divided
into sections, which cover all the skills, and knowledge you need to
successfully complete this module.
 Work through all the information and complete the activities in each
section. Read information sheets and complete the self-check.
Suggested references are included to supplement the materials
provided in this module.
 Most probably your trainer will also be your supervisor or manager.
He/she is there to support you and show you the correct way to do
things.
 Your trainer will tell you about the important things you need to
consider when you are completing activities and it is important that
you listen and take notes.
 You will be given plenty of opportunity to ask questions and practice
on the job. Make sure you practice your new skills during regular
work shifts. This way you will improve both your speed and memory
and also your confidence.
 Talk to more experience workmates and ask for their guidance.
 Use the self-check questions at the end of each section to test your
own progress.
 When you are ready, ask your trainer to watch you perform the
activities outlined in this module.
 As you work through the activities, ask for written feedback on your
progress. Your trainer keeps feedback/ pre-assessment reports for
this reason. When you have successfully completed each element, ask
your trainer to mark on the reports that you are ready for assessment.
 When you have completed this module (or several modules), and feel
confident that you have had sufficient practice, your trainer will
arrange an appointment with registered assessor to assess you. The
results of your assessment will be recorded in your competency
Achievement Record.

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QUALIFICATION : HOUSEKEEPING NC III
UNIT OF COMPETENCY : Observe and monitor people
MODULE TITLE : Observing and monitoring people
INTRODUCTION:
This unit covers the knowledge, skills, behavior and motivations

required to observe and monitor people to maintain security, taking
appropriate action to prevent loss or damage to property and/or personnel.
This module consists of four (4) learning outcomes. Each outcome
contains learning activities for both knowledge and skills, supported with
information sheets, self-check activities and job/operation sheets, gathered
from different sources. Before you perform the manual exercises, read the
information/activity sheets and answer the self-activities provided to
confirm to yourself and to your instructor that you are equipped with
knowledge necessary to perform the skills portion of the particular learning
outcomes.
LEARNING OUTCOMES:
At the end of this module you will be able to:
LO1 Prepare to monitor/observe
LO2 Monitor authorized access areas
LO3 Monitor movement of people and materials
LO4 Respond to unlawful or suspicious behavior

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QUALIFICATION : HOUSEKEEPING NC III
UNIT OF COMPETENCY 3 : Observe and monitor people
MODULE TITLE : Observing and monitoring people
LEARNING OUTCOME 1: Prepare to monitor/observe
ASSESSMENT CRITERIA:
1.1 Assignment instructions are confirmed with superior.

1.2 Appropriate equipment to undertake assignment is selected and tested.
1.3 Location is established to maximize observation of site target.
LEARNING OUTCOME 2: Monitor authorized access areas
2.1 Identification cards are checked, and display is ensured on entering

the premises.
2.2 Spot checks are conducted regularly to ensure established company
procedures are followed.
2.3 Authorized access areas are monitored by cameras both to act as
deterrent and as additional surveillance.
2.4 Authorized access areas are monitored by personnel according to
company procedures

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LEARNING OUTCOME 3: Monitor movement of people and materials
3.1 Unattended items are monitored and checked to establish whether they
pose a security threat.
3.2 Area is cordoned off and police notified where unattended items are
under suspicion.
3.3 Individuals or groups behaving in a suspicious and/or unusual manner
are identified and monitored according to agreed assignment
instructions.
3.4 Suspicious incidents are recorded using video surveillance tapes and/or
photographic evidence of persons, or other means as determined in
assignment instructions.
LEARNING OUTCOME 4: Respond to unlawful or suspicious behavior
4.1 Commitment of an offense or behavior which constitutes an offense is
identified based on witness accounts or other information.
4.2 Proof of commitment of the offense is obtained to ensure proper
response.
4.3 Level of appropriate response is identified in accordance with applicable
laws pertaining to the surveillance operation.
4.4 Help of colleagues is enlisted in the operation as required.
4.5 Relevant authorities are notified if required
CONTENTS:
 Relevant national or local laws

 Assignment instructions relevant stakeholders
 Observation and monitoring
 Following instructions
 Interpersonal communication
 Problem-solving
 Identification of suspicious behavior

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CONDITIONS:
The students/trainees must be provided with the following:
 Writing materials
 References
 Handouts
METHODOLOGIES:
 Lecture
 Demonstration
 Hands-on
ASSESSMENT METHODS:
 Written test
 Practical test
 Observation
 Oral questioning

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LEARNING EXPERIENCES / ACTIVITIES
LO 1- Prepare to monitor/observe people

LEARNING ACTIVITIES SPECIFIC INSTRUCTIONS
1. Read Information Sheet on

“Surveillance and Types of
Surveillance” (3.1.1a)
Compare answers with the answer key.

2. Answer self check If you got a perfect score, continue
reading on next information sheet. If
not, review by reading Information sheet
# 3.1.1a and try to answer the self check
again.
“Video Surveillance and Types of
Surveillance Camera” (3.1.1b)
# 3.1.1b and try to answer the self check
again.
“CCTV, Elements, Types and Uses”
(3.1.1c)
# 3.1.1c and try to answer the self check
again.
INFORMATION SHEET 3-1-1a

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Surveillance and Types of Surveillance
Learning Objective:
After reading this information, you should be able to know the
meaning of surveillance and identify the different types of surveillance.
Surveillance is the systematic observation of person, places, or things to

obtain information. Surveillance is generally carried out without the
knowledge of those under surveillance and is concerned primarily with
people.
It is the monitoring of the behavior, activities, or other changing

information, usually of people for the purpose of influencing, managing,
directing, or protecting.
It is observation from a distance by means of electronic equipment

(such as CCTV cameras), or interception of electronically transmitted
information (such as Internet traffic or phone calls). It may also refer to
simple, relatively no- or low-technology methods such as human intelligence
agents and postal interception.
Types of surveillance
1. Computer surveillance
It involves the monitoring of data and traffic on the Internet. In the

United States for example, under the Communications Assistance For Law
Enforcement Act, all phone calls and broadband Internet traffic (emails, web
traffic, instant messaging, etc.) are required to be available for unimpeded
real-time monitoring by Federal law enforcement agencies.
2. Telephones
The official and unofficial tapping of telephone lines. Mobile phones
are also commonly used to collect location data. The geographical location of
a mobile phone (and thus the person carrying it) can be determined easily
(whether it is being used or not), using a technique known as
multilateration to calculate the differences in time for a signal to travel from
the cell phone to each of several cell towers near the owner of the phone.
3. Surveillance cameras
Closed Circuit Television Camera

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Surveillance cameras are video cameras used for the purpose of
observing an area. They are often connected to a recording device, IP
network, and/or watched by a security guard/law enforcement officer.
Analysis of footage is made easier by automated software that organizes
digital video footage into a searchable database, and by automated video
analysis software
4. Social network analysis
One common form of surveillance is to create maps of social

networks based on data from social networking sites such as Facebook,
MySpace, Twitter as well as from traffic analysis information from phone
call records such as those in the NSA call database and others. These social
network "maps" are then data mined to extract useful information such as
personal interests, friendships and affiliations, wants, beliefs, thoughts, and
activities.
5. Biometric surveillance
Fingerprints being scanned
Biometric surveillance refers to technologies that measure and analyze

human physical and/or behavioral characteristics for authentication,
identification, or screening purposes. Examples of physical characteristics
include fingerprints, DNA, and facial patterns. Examples of mostly
behavioral characteristics include gait (a person's manner of walking) or
voice.
6. Aerial surveillance
Micro Air Vehicle with attached surveillance camera
Aerial surveillance is the gathering of surveillance, usually visual

imagery or video, from an airborne vehicle—such as a unmanned aerial
vehicle, helicopter, or spy plane. Militarysurveillance aircraft use a range of
sensors (e.g. radar) to monitor the battlefield.

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7. Data mining and profiling
Data mining is the application of statistical techniques and
programmatic algorithms to discover previously unnoticed relationships
within the data. Data profiling is the process of assembling information
about a particular individual or group in order to generate a profile — that
is, a picture of their patterns and behavior.
8. Corporate surveillance
Corporate surveillance is the monitoring of a person or group's
behavior by a corporation. The data collected is most often used for
marketing purposes or sold to other corporations, but is also regularly
shared with government agencies. It can be used as a form of business
intelligence, which enables the corporation to better tailor their products
and/or services to be desirable by their customers.
9. Human operatives
Organizations that have enemies who wish to gather information
about the groups' members or activities face the issue of infiltration. In
addition to operatives' infiltrating an organization, the surveilling party may
exert pressure on certain members of the target organization to act
as informants (i.e., to disclose the information they hold on the organization
and its members)
10. Satellite imagery

The satellites and aircraft sensors will be able to penetrate cloud
cover, detect chemical traces, and identify objects in buildings and
"underground bunkers", and will provide real-time video at much higher
resolutions than the still-images produced by programs such as Google
Earth.
11. Identification and credentials
A card containing an identification number
One of the simplest forms of identification is the carrying of

credentials. Some nations have an identity card system to aid identification.
Other documents, such as passports, driver's licenses, library cards,
banking or credit cards are also used to verify identity.
RFID and geolocation device
Hand with planned insertion
point for Verichip device

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RFID tagging
Radio Frequency Identification (RFID) tagging is the use of very small

electronic devices (called 'RFID tags') which are applied to or incorporated
into a product, animal, or person for the purpose of identification and
tracking using radio waves. The tags can be read from several meters away.
Verichip is an RFID device produced by a company called Applied

Digital Solutions (ADS). Verichip is slightly larger than a grain of rice, and is
injected under the skin. The chip is encased in glass, and stores a "VeriChip
Subscriber Number" which the scanner uses to access their personal
information, via the Internet, from Verichip Inc.'s database, the "Global
VeriChip Subscriber Registry".
12. Global Positioning System
Diagram of GPS satellites orbiting Earth
Dewalt Mobile Lock GPS Locator with ANTI-THEFT Alarm

GPS tracking devices in people's vehicles to monitor their
movements, without a warrant.
13. Surveillance devices
Surveillance devices, or "bugs", are hidden electronic devices which

are used to capture, record, and/or transmit data to a receiving party such
as a law enforcement agency.
14. Postal services
As more people use faxes and e-mail the significance of surveilling the
postal system is decreasing, in favor of Internet and telephone surveillance.
But interception of post is still an available option for law enforcement and
intelligence agencies, in certain circumstances.
Surveillance system – a series of monitoring devices designed to check on

environmental conditions; a closed –circuit television system (CCTV) used to
maintain close observation of a person or a group.
INFORMATION SHEET 3-1-1b

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Video Surveillance and Types of Surveillance Camera
Learning Objective:
After reading this information, you should be able to define video
surveillance, differentiate the types of surveillance camera and know the
steps in preparing for a surveillance work.
Video surveillance is defined as the use of one or more cameras for the
purpose of monitoring an area or facility, in the interest of observation or
safety. Commonly, video surveillance is thought of as the tiny cameras
hidden in corners of shopping malls and supermarkets, but it's important to
realize that surveillance cameras are also used in the observation of
experiments and for public safety as well. It is used in order to survey areas
for security purposes. Usually these surveillance cameras are used in
shopping stores, fast food restaurants, convenience stores, airports, casinos,
military instillations and banks. They are there to document anything which
goes on in different areas within a control room mainly to guard and secure
sensitive areas.
Types of surveillance camera:
a. Surveillance system two camera switcher system

– an affordable way to prevent stock loss.
b. Full dome security mirror

- protects blind areas
c. Simulated security camera

- each time the camera senses movement it will
automatically sweep from side to side with the red light
blinking.
d. Surveillance system warning decal

- a powerful and affordable way to defer theft.
Video cameras
Video cameras are either analogue or digital, which means that they
work on the basis of sending analogue or digital signals to a storage device
such as a video tape recorder or desktop computer or laptop computer.
Analogue

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Can record straight to a video tape recorder which are able to record
analogue signals as pictures. If the analogue signals are recorded to tape,
then the tape must run at a very slow speed in order to operate
continuously.
Analogue signals can also be converted into a digital signal to enable
the recordings to be stored on a PC as digital recordings. In that case the
analogue video camera must be plugged directly into a video capture card in
the computer, and the card then converts the analogue signal to digital.
Digital
These cameras do not require a video capture card because they work
using a digital signal which can be saved directly to a computer.
Network
IP cameras or network cameras are analogue or digital video cameras,
plus an embedded video server having an IP address, capable of streaming
the video (and sometimes, even audio).
Digital still cameras
These cameras can be purchased in any high street shop and can take
excellent pictures in most situations. These cameras can be plugged into
the USB port of any computer (most of them now have USB capability) and
pictures can be taken of any camera scene. All that is necessary is for the
camera to be mounted on a wall bracket and pointed in the desired
direction.
Surveillance preparation:
1. Secure surveillance job

2. Obtain vital information needed to identify the target
3. Prepare necessary materials and equipment for the job (prepare
a checklist if necessary)
Materials and Equipment to prepare are:
a. CCTV
b. Still camera
c. Video camera
d. Floor plan or map
e. Pad and pencil
f. Two way radio (portable)
g. binoculars
4. Prepare an incident report

5. Record and report any unlawful behavior/object detected.

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INFORMATION SHEET 3-1-1c
CCTV, Elements, Types and Uses
Learning Objective:
After reading this information, you should be able to define CCTV,

identify the elements, types and its uses.
WHAT IS CCTV?
Closed Circuit Television (CCTV) is an installation of directly

connected components creating a circuit which cannot be viewed by
anybody outside of the circuit. CCTV cameras, commonly referred to as
surveillance cameras, operate by sending a video feed directly to a television
monitor or media storage device. It can produce images or recordings for
surveillance purposes, and can be either video cameras, or digital stills
cameras.
THE ELEMENTS OF CCTV EQUIPMENT
1. Camera
The camera is the element which captures the image and transmits
the picture back to a monitor.
2. Lens
The camera needs a lens to be able to focus on the subject. There are
a wide variety of lenses to suit different applications.
3. Monitor unit
The monitor is the receiver unit which converts the captured image
into a picture, allowing you to see it.
Types of CCTV Cameras

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Categorized according to:
Types of Images
CCTV cameras generally take both black and white or color video
images. In addition, many CCTV cameras even have night vision capabilities
that allow a CCTV camera to view and record low light images using special
technology.
Frames per Second

Frames per second is the amount of full frames that a video camera
captures and sends to a recording device or monitor per second. While most
CCTV camera systems easily capture 30 or more frames per second (30 fps
is considered real time), the amount of video tape or digital storage would be
enormous to record every moment of everyday. For most stores, speeds of 1
to 6 frames per second are more than enough to catch and record a
perpetrator committing a crime.
Pan Tilt Zoom (PTZ) Cameras

These types of CCTV cameras allow a person controlling the
surveillance of an area to move the camera remotely, usually with an RF or
wired controller. Most movable cameras allow the person monitoring it to
move the camera from right to left (pan), up and down (tilt), and from a tight
angle to a wide angle (close up zoom).
Cameras with Special Accessories

Certain CCTV cameras have special functions that are made for
specialty uses. For instance, there are extremely small surveillance cameras
that are used for spying (Nanny Cams), night viewing, are vandal resistant,
and that are specifically made for indoor or outdoor uses.
Two main ways to record video images that CCTV cameras capture
Analogue tape
Most analogue video recorders use VCR tapes or standard VCRs to

record the images or special security time-lapse VCRs to record images for a
longer period of time.
Digital Video Recorders
There are two types of DVRs (Digital Video Recorders). They are either stand
alone devices or hard drives that are connected to a computer system. DVRs
work similar to VCRs, but the images they capture from the CCTV camera is
digital. The amount of digital images captured on a DVR is determined by a
few factors including the frames per second recorded, the amount of
cameras hooked up to the DVR device, the resolution that the DVR saves
the images at, and the video compression used (e.g. MPEG4).

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Self check 3.1-1
Matching type:
Answer Column A Column B

1. A type of camera which can
sense movement and will
automatically sweep from side
A. Video surveillance
to side with the red light
blinking.
2. It is a policy or program
designed to prevent or control
crisis situations that may cause
B. Security control
harm to employees.
3. It is the systematic
observation of person, C. Simulated security
places, or things to obtain camera
information.
D. It is defined as the use of one
or more cameras for the
purpose of monitoring an
D. Surveillance system
area or facility, in the
interest of observation or
safety.
E. It is a series of monitoring
devices designed to check on
environmental conditions; a
closed –circuit television
system (CCTV) used to E. Surveillance
maintain close observation of
a person or a group.

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Answer key #1
1. C
2. B
3. E
4. A
5. D

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LO 2- Monitor authorize access areas


Access Control (3.2.1)
2. Answer Self Check #2 Compare answers with the answer key.

If you got a perfect score, continue
#2 and try to answer the self check
again.

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INFORMATION SHEET 3-2-1
Access Control
Learning Objective: After reading this information sheet, you should be

able to monitor and control access areas in hotel.
What is an access control?
Access control is a system which enables an authority to control

access to areas and resources in a given physical facility or computer-based
information system. An access control system, within the field of physical
security, is generally seen as the second layer in the security of a physical
structure.
Access control is, in reality, an everyday phenomenon. A lock on a car

door is essentially a form of access control. A PIN on an ATM system at a
bank is another means of access control. The possession of access control is
of prime importance when persons seek to secure important, confidential, or
sensitive information and equipment.
What is an access control system?
An access control system determines who is allowed to enter or exit,

where they are allowed to exit or enter, and when they are allowed to enter
or exit. Historically this was partially accomplished through keys and locks.
When a door is locked only someone with a key can enter through the door
depending on how the lock is configured.
Physical access
In physical security, the term access control refers to the practice of

restricting entrance to a property, a building, or a room to unauthorized
persons. Physical access control can be achieved by a human (a guard,
bouncer, or receptionist), through mechanical means such as locks and
keys. Physical key management may also be employed as a means of further
managing and monitoring access to mechanically keyed areas or access to
certain small assets.

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What is a security control?
It is a policy or program designed to prevent or control crisis

situations that may cause harm to employees.
Means of Verifying Identity Before Access is Given
1. Electronic access control uses computers to solve the limitations of

mechanical locks and keys. A wide range of credentials can be used to
replace mechanical keys. The electronic access control system grants access
based on the credential presented. When access is granted, the door is
unlocked for a predetermined time and the transaction is recorded. When
access is refused, the door remains locked and the attempted access is
recorded. The system will also monitor the door and alarm if the door is
forced open or held open too long after being unlocked.
2. Passwords are common means of verifying a user's identity before access

is given to information systems.
3. A credential is a physical/tangible object, a piece of knowledge, or a

facet of a person's physical being, that enables an individual access to a
given physical facility or computer-based information system. Typically,
credentials can be something you know (such as number or PIN), something
you have (such as an access badge), something you are (such as a biometric
feature) or some combination of these items. The typical credential is an
access card, key ,magnetic strip, bar code, card-swipe. Typical biometric
technologies include fingerprint, facial recognition, iris recognition, retinal
scan, voice, and hand geometry.
Common Security Risk
1. Following the legitimate user through a door

2. Levering the door to open
3. Crashing
4. Spoofing locking hardware
4. Access cards themselves have proven vulnerable to sophisticated attacks.

Enterprising hackers have built portable readers that capture the card
number from a user’s proximity card. The hacker simply walks by the user,
reads the card, and then presents the number to a reader securing the door.
This is possible because card numbers are sent in the clear, no encryption
being used.
ACCESS CONTROL STRATEGIES
Access control is usually associated with either information or an enclosed

space. In either case, the basic organization and approach to defining the
control strategy should be as follows:

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A. Prevent unauthorized people from entering facility
 Implement photo employee ID badge system;

 Establish control and custody process for badges;
 Enforce display of badges for employees and visitors;
 Rely on employees to challenge individuals with no visible badge or
credentials;
 Install a fence around facility;
 Install security guard station(s) at gate(s), but leave them unstaffed;
and
 Install perimeter lighting.
 Periodically patrol the site at irregular intervals to spot individuals not
displaying their badges;
 Occasionally test employee response to individuals without visible
badges or credentials.
 Limit site access to one entrance and exit;
 All visitors must be escorted at all times; and
 Post a security guard at the gate for 24-hour (around the clock)
coverage.
 Deny visitors and vendors access to the site.
B. Install external Surveillance
 Install closed-circuit television (CCTV) to observe your facility

externally and actively monitor its view of critical spaces;
C. Provide obstacles and barriers
Obstacles and barriers provide the ability to prevent, discourage, or delay

entry into the protected space at its outer boundaries.
 Install a fence around the site;

 Fenced sites should have a “clear zone” inside and outside the fence
for unobstructed observation;
 Fenced-in sites should have the capability to have locked, secure
gates;
 Install a security alarm system;
 Have sufficient lighting in and around the site; and
 Test the security alarm systems;
 Test the site alarm system with local law enforcement;
 Locking hardware for gates should be casehardened chain and high-
security padlocks.
 Routinely check lighting in and around the site; and
 Activate previously installed lighting in areas not routinely covered;
 Backup automated access systems with employees.
 Employ additional portable lighting in and around the site for critical
assets, and

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D. Maintain control of everyone entering the facility
 Determine if employee identification badges are required;

 Establish a control and custody process for the identification badge
program;
 Enforce display of badge for employees while at work;
 Require photo identification badges;
 Limit site access to one entrance and exit;
 Post security guard at gate(s) if not routinely done; and
 Deny visitors, vendors, and job applicants access to the site.
E. Intrusion Detection
 Train employees to recognize unauthorized people inside the facility;

 Institute periodic roving patrols of the facility perimeter;
 Install a property alarm system;
 Integrate alarm systems with security force and regularly exercise and
check for reliability;
 Tie site alarm system and video surveillance system (if applicable)
 Have a video camera monitor areas not under direct observation;
 Employ explosive detection devices; and
 Use metal detectors/x-ray machines to screen personnel, visitors, and
bags.
KEY CONTROL SYSTEM
One of the most important features of a guest room is the lock on the door.
Key control systems are used to ensure guest safety by changing the access
to a guest room between guests.
In the past, key control systems were limited to basic metal keys. These
were easily lost and costly to replace.
Key control systems eventually evolved into systems that were easier to
replace called key cards. These plastic keys resembled a playing card and
were filled with small holes on one end that the door lock could read when
inserted.
Although an improvement over metal keys, they had to be replaced as well.

Another drawback to key cards was that they had the room name printed on
it. This posed security risk for those guest who misplaced keys during their
stay.

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Modern hotels today use computer-controlled key control system. A
credit card-type is assigned a special code when activated by the front desk.
This key is preprogrammed with a guest’s arrival and departure information
as well as specific guest room information. This card will only work for the
duration of the guest’s stay and only and in specific room.
Upon departure, this card can be reprogrammed for a new guest and new
room. If lost, the information can be erased easily. Another benefit to this
key is that no guest room number is printed on them, therefore lost keys
pose no security risk.
As technology advance, so does evolution of key control system. New key

card systems are being developed, embedded memory chips and multi-
purpose micro processor. These advancements over the more traditional
magnetic strip allows hotel to better manage their key control system.
Efficiencies are gained in improving security, while also reducing the need to
change door lock as often.
Policies to consider when controlling keys:
1. Keys for lockers and cabinets should be under the custody of

designated custodian or stock clerk
2. A key custodian should never lend his keys to anyone
3. Always log in received and returned keys
4. Room attendants should attached their key of their uniform or around
waist so that it does not get lost
5. Misplaced or lost keys should be reported immediately to the
supervisor
6. If a room key cannot be found, change it or interchange the lockset of
the room to another room
7. If a guest happen to leave his key in his room, request a supervisor of
room attendant to open it (RA should verify on the front desk if the
guest is the registered occupant)
8. If the room attendant is asked to open a guest’s room, asked for the
guest’s key just to make sure he is a registered occupant
9. Desk clerk should give the room key only to a registered occupant, if
in doubt, ask the guest for his ID
10. Keys should be kept in key cabinets, away from the sight of guests
and public

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Self check 3.2-1
A. Identify the following statement. Write the correct answer on the space
provided each number.
1. It is a system which enables an authority to control access to areas and

resources in a given physical facility or computer-based information system.
______________________________
2. A physical/tangible object, a piece of knowledge, or a facet of a person's

physical being, that enables an individual access to a given physical
facility or computer-based information system. _________________________
3. It determines who is allowed to enter or exit, where they are allowed to

exit or enter, and when they are allowed to enter or exit. ________________
4. Uses computers to solve the limitations of mechanical locks and keys..
B. MATCHING TYPE: Match column A from Column B then write the letter
on the space provided
COLUMN A COLUMN B
____1. Rely on employees to challenge A. Install external
individuals with no visible Surveillance
badge or credentials. B. Intrusion Detection
____2. Use metal detectors/x-ray C. Maintain control of
machines to screen personnel, everyone entering the
visitors, and bags. facility
____3. Install closed-circuit television D. Prevent unauthorized
(CCTV) to observe your facility people from entering
externally and actively monitor facility
its view of critical spaces. E. Provide obstacles and
____4. Install a security alarm barriers
system
_____5. Enforce display of badge for
employees while at work.

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C. True or False: Write T if the statement is correct and F if the statement
is incorrect.
______1. Keys for lockers and cabinets should be under the custody of
designated chief security.
_______2. Room attendants should attached their key of their uniform or

around waist so that it does not get lost
_______3. If a room key cannot be found, change it or interchange the

lockset of the room to another room
_______4. If a guest happen to leave his key in his room, request a

supervisor of room attendant to open it immediately.
_______ 5. Desk clerk should give the room key only to a registered
occupant, if in doubt, ask the guest for his ID

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Answer key # 2
A.
1. Access control
2. Credential
3. Access control system
4. Electronic access control
B.
1. D
2. B
3. A
4. E
5. C
C.
1. F
2. T
3. T
4. F
5. T

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LO 3- Monitor movement of people and materials


“CCTV Camera Operation,
Importance and Benefits” (3.3.1)
2. Perform Operation Sheet 3.3.1.a Evaluate your own work using

“Operating CCTV” performance criteria
3. Perform Task sheet 3.3.1a Evaluate your own work using

“Monitor and Observe People and performance criteria
Materials using CCTV”
4. Perform Task sheet 3.3.1.b Evaluate your own work using

“Screening Visitors” performance criteria

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INFORMATION SHEET 3.3-1
CCTV Camera Operation, Importance and Benefits

able to operate a CCTV and enumerate its benefits to users.
CLOSED-CIRCUIT TELEVISION CAMERA
Closed-circuit television (CCTV) cameras can produce images or

recordings for surveillance purposes, and can be either video cameras, or
digital stills cameras. CCTV cameras, commonly referred to as surveillance
cameras, operate by sending a video feed directly to a television monitor or
media storage device.
Importance Of Closed Circuit Television (CCTV)/Surveillance Camera
Closed circuit televisions, or CCTV, are important to keep your

workplace safe and free of intruders. They can also catch employees goofing
off on the company clock or engaged in illegal behavior.
A CCTV system is a proven method of increasing the level of security

of your premises. Its visual appearance alone will deter a criminal from
approaching or entering your property for fear of being captured and
identified on the system. Most CCTV systems are used for surveillance,
which can include security monitoring, spying, or safety monitoring.
However, they also raise privacy concerns and require strict adherence
to legal requirements.
What Are the Benefits of Surveillance Cameras in the Workplace?
Many companies are using surveillance cameras in the workplace to

help protect the integrity and security of the business. Surveillance cameras
may or may not be hidden. The use of surveillance cameras has brought

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forth many concerns about the protection of employees' privacy; however,
there are benefits to employers.
1. Reduction of Property Damage
Visible security cameras work as a deterrent to damaging and

vandalizing company property. The employer has a good chance of collecting
money for damages based on proof on camera of who destroyed property. If
the security footage is monitored by a security guard or company, the
person damaging the company's property may be caught immediately.
2. Theft Prevention
A lot of theft is committed by employees. Well-placed security cameras

may help the company to identify any employees who may be stealing
company property. Like in the case of property damage, having the
surveillance cameras monitored by security personnel can increase the
chance of catching anyone stealing company property and further
discourage theft.
3. Personal Safety
Security cameras can help to prevent violence and help employees feel
safer, especially if the footage is continually monitored by security guards.
To help prevent violence it is important that security cameras cover areas
that are minimally frequented and where an attack may be more likely to
occur. Because violence can also be caused by non-employees, it may be
helpful to monitor entrances to the building.

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Record Suspicious Incident
Important details that should be included in your report are:
1. Date of incident
2. Time when incident was detected
3. Place of Occurrence
4. Victim(s)
5. Suspect(s)
6. Description of Incident
Sample Form
Suspicious Incident Form
Date: May 5, 2011

Time: 11:56 pm
Place of Occurrence: Hotel entrance
Victim/s: None
Suspect/s: Unknown (give description: e.g. color of shirt,

complexion, height, etc.)
Description of incident: Left a blue plastic near the hotel

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OPERATION SHEET 3.3.1
Observe and Monitor People
Learning Outcome:
3. Monitor movement of people and materials
Learning Activity:
3.1 Operating CCTV
Steps/Procedure:
1. Check that there are no worn-out power cord and damaged power
outlet to ensure safety before using.
2. Insert power cord to power outlet; use adaptor if the male plug is 3-
legged and the outlet is a 2 ganged hole outlet.
3. Press POWER on. First, the Auto Voltage Regulator (AVR) followed by
the Video Monitor.
4. Press REC button to start recording. Observe the images in the video
monitor for at least 5 minutes. Fill-in the suspicious incident form.
Press again REC button to stop recording.
5. Press PLAY button to start playing back the most recently recorded
segment. Press PLAY to stop playing back.
6. Press ENTER/MODE button to switch to full screen or quad display.
7. Press ESC to return to last menu
8. Press POWER off. Video Monitor – AVR.
9. Remove power cord from the power outlet by holding the plug firmly.
Note: A slide presentation and a video clip can be viewed to visualize the
actual operation.

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PERFORMANCE CRITERIA CHECKLIST
OPERATION SHEET 3.3-1
CRITERIA YES NO
Inserted power cord to power outlet properly

Switched on power to start playing
Pressed appropriate button to view/record images on
screen
Viewed screen and observe movement of
people/objects
Recorded images seen in the monitor using the
suspicious incident form

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TASK SHEET 3-3-1a
Title: Observe and Monitor People using CCTV
Performance Objective:
Given the necessary tools and equipment, observe and monitor

movement of people using CCTV.
Supplies and Materials:
Information sheet #1, suspicious inident report form

Equipment:
CCTV camera, digital camera, still camera
Steps/ Procedure:
1. Go to the security control room of the hotel.

2. Familiarize yourself on the use of CCTV surveillance camera.
3. Observe and monitor movement of people.
4. Record situations/conditions that may threat security and safety of
hotel.
5. Report the incident using the suspicious incident form
6. Submit recording and report to your facilitator.
Assessment Method:
Performance Criteria Checklist

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TASK SHEET 3-3-1a
CRITERIA YES NO
1. Go to the security control room of the hotel.
2. Familiarize yourself on the use of CCTV

surveillance camera.
3. Observe and monitor movement of people.
4. Record situations/conditions that may threat

security and safety of hotel.
5. Report the incident using the suspicious
incident form.
6. Submit recording and report to your facilitator.

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TASK SHEET 3.3-1b
Title: Screening Visitors
Given one situation assigned to your group, you should be able to

screen visitor of the hotel looking for registered guests.
Information sheet 3.3-1,page 28 Guest list
Equipment:
Telephone, two- way radio
Steps/ Procedure:
1. Greet the visitor and offer assistance. “good morning _____ or

Sir/madam. May I help you?”
2. If the person is looking for anyone, do not give the room number.
“Excuse me sir. Are you looking for someone?”
3. Once the visitor mentions the name of a person he wants to see, tell
him to get seated at the lounge and to wait while you check with the
guest. (this is needed for him to hear your conversation with guest as
you check if he/she wants to see the visitor). “Sir/Ma’am. Do you
mind waiting in our, lounge and I’ll find out if _____is around.
4. Check your work against the performance criteria checklist below.
5. Present your work to your trainer.
Assessment Method:

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TASK SHEET 3-3-1b
CRITERIA YES NO
1. Greet the visitor and offer assistance
2. If the person is looking for anyone, do not give

the room number of the guest
3. Assisted visitor’s guest to wait in the lounge

4. Once the visitor mentions the name of a person
he wants to see, tell him to get seated at the
lounge and to wait while you check with the
guest.

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LO 4 – Respond to unlawful or suspicious behavior

1. Read information sheet on

“Responding to suspicious objects or
person” (3.4.1)

# 3.4.1 and try to answer the self check
again.
3. Perform job sheet 3.4.1 Evaluate your own work using

performance criteria

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INFORMATION SHEET 3.4-1
RESPONDING TO SUSPICIOUS OBJECT OR PERSON

able to detect and handle suspicious behaviour in accordance with the
standard procedure.
What is SUSPICIOUS BEHAVIOUR?
Anyone who acts abnormally or anything that is placed in a location that is

not usual should be considered suspicious. Examples of suspicious behavior
includes: unusual noise, including screaming, sounds of fighting, glass
breaking or any illegal activity such as;
 Unauthorized person in restricted areas
 People who change their behavior when they notice that they have
been detected
 People dressed inappropriately in occasion
 People abandoning items in unusual locations
DETECTING SUSPICIOUS BEHAVIOUR

Suspicious?
1. Place your observation into context. Is there a

plausible explanation that would account for the
activity you observe? Does this explanation
convince you that there is no potential for a threat
to public safety?
2. Do not accept a benign explanation for an
observation without considering other
possibilities. Do not attempt to rationalize your suspicions away.
3. After this analysis, if you have feeling that the actions or
circumstances you observe are suspicious, report observations
immediately.

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DEALING WITH SUSPICIOUS OBJECTS OR PERSONS IN HOTEL
1. Suspicious looking persons or objects are to be reported immediately

to the security officer or duty manager for proper investigation.
2. In the event that a suspicious object is found in the premises of the
hotel, the following shall be undertaken:
 Do not touch the object nor open it for it may explode.
 Report to the security officer or duty manager
 Security office or duty manager will coordinate with bomb
experts to check the object
 If the object is proven to be a bomb or explosive shall be
cordoned
 Guests and occupants within the affected area will be asked
to vacate the said area
 A bomb disposal squad shall be asked to handle the
emergency
 Caution everyone to calm down
REPORTING SUSPICIOUS ACTIVITY
When reporting suspicious behavior include as much of

the information if possible:
WHO? – identify yourself and who you feel is involved in
the activity
WHAT? – describe the suspicious activity

WHEN? – indicate if the activity is in progress
WHERE? – give your location and the location of
suspicious activity
WHY? – indicate why the activity is suspicious to you
HOW?- describe how the suspicious acts are carried out

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HANDLING BOMB THREAT CALLS
Telephone operators must be very discreet in handling bomb threat

and other related calls in as much as the security of the hotel and its
occupants are at stake.
When a bomb threat is received by a telephone operator, he/ she should:
1. Keep the caller on line as long as possible to be able to get as many
important information
2. Ask important information and note them down in a Bomb Threat Call
Sheet (Figure 1). Questions to ask include:
Where is the bomb?
What kind of bomb?
When is it set to explode?
Where are you?
Who are you and why are you doing this?
3. Inform the duty manager right away and give him the details.
4. Duty manager will coordinate with the security office (or police) for
appropriate action. Usually a bomb disposal squad is sent to make
bomb search.
5. If the presence of the bomb is confirmed, the affected area is cordoned
and the occupants are advised to vacate the area.

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Use of the Cordon:
1. To guard the scene

2. To protect the public
3. To control sightseers
4. To prevent unauthorized interference with the investigation, and
5. To facilitate the operation of the emergency services and other agencies.
Figure 1.
SNSAT MINI-HOSTEL
Bomb Threat Call Sheet
Telephone Exchange Section
Time of call: ___________ Date: _________

What bomb is set to explode: _____________________________
Time set to explode: __________ Where: _______
Characteristics of Caller
Sex _____ Voice/Sign language _______________
Temperament/disposition/others _____________________
Background – noises/ sounds etc. _______________________________

Possible location of caller ______________________________________
Given reasons for installing the bomb ____________________________
Other observations:
____________________________________________________________________
_______________________________________________________

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Self Check 3.3-1
Answer the question:
1. Why do we need to cordon the area where the bomb is located?

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Answer key 3.3-1
Use of the Cordon:
1. To guard the scene

2. To protect the public
3. To control sightseers
4. To prevent unauthorized interference with the investigation, and
5. To facilitate the operation of the emergency services and other
agencies.

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JOB SHEET 3. 4-1
Title: HANDLING SUSPICIOUS OBJECT/ PERSON
Given a situation, you should be able to handle bomb threat and

suspicious object/person following the standard hotel procedures.
Information sheet 3-4-1, sample suspicious objects, bomb threat call sheet
Equipment:
Telephone, caution signs, two- way radio, cordon
Steps/ Procedure:
Situation 1 – A plastic bag was found unattended near hotel entrance
Situation 2 – A telephone operator receives a bomb threat call from an

unknown person.
Situation 1: Handling suspicious object
1. Suspicious looking persons or objects are to be reported immediately to

the security officer or duty manager for proper investigation.
2. In the event that a suspicious object is found in the premises of the hotel,
the following shall be undertaken:
 Do not touch the object nor open it for it may explode.
 Report to the security officer or duty manager
 Security office or duty manager will coordinate with bomb experts
to check the object
If the object is proven to be a bomb or explosive area shall be cordoned

 Guests and occupants within the affected area will be asked to
vacate the said area
 A bomb disposal squad shall be asked to handle the emergency
 Caution everyone to calm down
Situation 2: Handling bomb threat
When a bomb threat is received by a telephone operator, he/ she should:

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1. Keep the caller on line as long as possible to be able to get as many
important information
2. Ask important information and note them down in a Bomb Threat Call
Sheet (Figure 1). Questions to ask include:
Where is the bomb?
What kind of bomb?
When is it set to explode?
Where are you?
Who are you and why are you doing this?
3. Inform the duty manager right away and give him the details.
4. Duty manager will coordinate with the security office (or police) for
appropriate action. Usually a bomb disposal squad is sent to make
bomb search.
5. If the presence of the bomb is confirmed, the affected area is cordoned
and the occupants are advised to vacate the area.
Assessment Method:

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Job SHEET 3.4-1
CRITERIA YES NO
1.Report suspicious looking persons or objects
immediately to the security officer or duty manager
for proper investigation
2. Follow standard procedures on reporting

suspicious object
3. Get important information to the caller on line as
long as possible
4. Ask important information and note them down

in a Bomb Threat Call Sheet
5. Inform the duty manager right away and give

him the details.
6. Coordinate with the security office (or police) for

appropriate action. .
7. Ask to evacuate the area immediately

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References/ Reading Materials
Introduction to Front Office and Hotel Operations by: Amelia Samson Roldan;
2008 ed.
Professional Housekeeping Management
www. Western Carolina University; How to report suspicious object
www.Rutgers-New Brunswick; Detecting suspicious object

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LIST OF COMPETENCIES

No. Unit of Competency Module Title Code

Date Developed: Document No.

Learning Learning Content Progress Training

Date Developed: Document No.

Welcome to the module in “Observing and monitoring people”. This

You are required to go through a series of learning activities in order

Recognition of Prior Learning (RPL)

If you can demonstrate to your trainer that you are competent in a

Date Developed: Document No.

Date Developed: Document No.

UNIT OF COMPETENCY : Observe and monitor people

MODULE TITLE : Observing and monitoring people

This unit covers the knowledge, skills, behavior and motivations

At the end of this module you will be able to:

LO1 Prepare to monitor/observe

LO2 Monitor authorized access areas

LO3 Monitor movement of people and materials

LO4 Respond to unlawful or suspicious behavior

Date Developed: Document No.

UNIT OF COMPETENCY 3 : Observe and monitor people

MODULE TITLE : Observing and monitoring people

LEARNING OUTCOME 1: Prepare to monitor/observe

1.1 Assignment instructions are confirmed with superior.

LEARNING OUTCOME 2: Monitor authorized access areas

2.1 Identification cards are checked, and display is ensured on entering

Date Developed: Document No.

LEARNING OUTCOME 4: Respond to unlawful or suspicious behavior

 Relevant national or local laws

Date Developed: Document No.

The students/trainees must be provided with the following:

Date Developed: Document No.

LO 1- Prepare to monitor/observe people

1. Read Information Sheet on

Compare answers with the answer key.

INFORMATION SHEET 3-1-1a

Surveillance is the systematic observation of person, places, or things to

It is the monitoring of the behavior, activities, or other changing

It is observation from a distance by means of electronic equipment

It involves the monitoring of data and traffic on the Internet. In the

Closed Circuit Television Camera

Date Developed: Document No.

4. Social network analysis

One common form of surveillance is to create maps of social

Fingerprints being scanned

Biometric surveillance refers to technologies that measure and analyze

Micro Air Vehicle with attached surveillance camera

Aerial surveillance is the gathering of surveillance, usually visual

Date Developed: Document No.

10. Satellite imagery

11. Identification and credentials

A card containing an identification number

One of the simplest forms of identification is the carrying of

RFID and geolocation device

Hand with planned insertion

point for Verichip device

Date Developed: Document No.

Radio Frequency Identification (RFID) tagging is the use of very small

Verichip is an RFID device produced by a company called Applied

12. Global Positioning System

Diagram of GPS satellites orbiting Earth

Dewalt Mobile Lock GPS Locator with ANTI-THEFT Alarm