Professional Documents
Culture Documents
TM Escort Carry & Store Valuable Items Refined
TM Escort Carry & Store Valuable Items Refined
D1.HSS.CL4.08
Trainee Manual
Project Base
Acknowledgements
The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member
States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia,
Myanmar, Philippines, Singapore, Thailand and Viet Nam.
The ASEAN Secretariat is based in Jakarta, Indonesia.
General Information on ASEAN appears online at the ASEAN Website: www.asean.org.
All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox
Development for Front Office, Food and Beverage Services and Food Production Divisions”.
This publication is supported by the Australian Government’s aid program through the ASEAN-
Australia Development Cooperation Program Phase II (AADCP II).
Copyright: Association of Southeast Asian Nations (ASEAN) 2013.
All rights reserved.
Disclaimer
Every effort has been made to ensure that this publication is free from errors or omissions. However,
you should conduct your own enquiries and seek professional advice before relying on any fact,
statement or matter contained in this book. The ASEAN Secretariat and William Angliss Institute of
TAFE are not responsible for any injury, loss or damage as a result of material included or omitted
from this course. Information in this module is current at the time of publication. Time of publication is
indicated in the date stamp at the bottom of each page.
Some images appearing in this resource have been purchased from stock photography suppliers
Shutterstock and iStockphoto and other third party copyright owners and as such are non-transferable
and non-exclusive. Clip arts, font images and illustrations used are from the Microsoft Office Clip Art
and Media Library. Some images have been provided by and are the property of William Angliss
Institute.
Additional images have been sourced from Flickr and SXC and are used under Creative Commons
licence: http://creativecommons.org/licenses/by/2.0/deed.en
File name: TM_Escort_carry_&_store_valuable_items_refined.docx
Table of contents
Unit descriptor................................................................................................................... 3
Glossary ........................................................................................................................... 7
Recommended reading................................................................................................... 81
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Introduction to trainee manual
The first thing you may notice is that this training program and the information you find in
the Trainee Manual seems different to the textbooks you have used previously. This is
because the method of instruction and examination is different. The method used is called
Competency based training (CBT) and Competency based assessment (CBA). CBT and
CBA is the training and assessment system chosen by ASEAN (Association of South-
East Asian Nations) to train people to work in the tourism and hospitality industry
throughout all the ASEAN member states.
What is the CBT and CBA system and why has it been adopted by ASEAN?
CBA involves collecting evidence and making a judgement of the extent to which a worker
can perform his/her duties at the required competency standard. Where a trainee can
already demonstrate a degree of competency, either due to prior training or work
experience, a process of ‘Recognition of Prior Learning’ (RPL) is available to trainees to
recognise this. Please speak to your trainer about RPL if you think this applies to you.
Competency standards are descriptions of the skills and knowledge required to perform a
task or activity at the level of a required standard.
242 competency standards for the tourism and hospitality industries throughout the
ASEAN region have been developed to cover all the knowledge, skills and attitudes
required to work in the following occupational areas:
• Housekeeping
• Food Production
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Introduction to trainee manual
All of these competency standards are available for you to look at. In fact you will find a
summary of each one at the beginning of each Trainee Manual under the heading ‘Unit
Descriptor’. The unit descriptor describes the content of the unit you will be studying in the
Trainee Manual and provides a table of contents which are divided up into ‘Elements’ and
‘Performance Criteria”. An element is a description of one aspect of what has to be
achieved in the workplace. The ‘Performance Criteria’ below each element details the
level of performance that needs to be demonstrated to be declared competent.
The final heading you will see before you start reading the Trainee Manual is the
‘Assessment Matrix’. Competency based assessment requires trainees to be assessed in
at least 2 – 3 different ways, one of which must be practical. This section outlines three
ways assessment can be carried out and includes work projects, written questions and
oral questions. The matrix is designed to show you which performance criteria will be
assessed and how they will be assessed. Your trainer and/or assessor may also use
other assessment methods including ‘Observation Checklist’ and ‘Third Party Statement’.
An observation checklist is a way of recording how you perform at work and a third party
statement is a statement by a supervisor or employer about the degree of competence
they believe you have achieved. This can be based on observing your workplace
performance, inspecting your work or gaining feedback from fellow workers.
Your trainer and/or assessor may use other methods to assess you such as:
• Journals
• Oral presentations
• Role plays
• Log books
• Group projects
• Practical demonstrations.
Remember your trainer is there to help you succeed and become competent. Please feel
free to ask him or her for more explanation of what you have just read and of what is
expected from you and best wishes for your future studies and future career in tourism
and hospitality.
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Unit descriptor
Unit descriptor
Escort, carry and store valuable items
This unit deals with the skills and knowledge required to Escort, carry and store valuable
items in a range of settings within the hotel and travel industries workplace context.
Unit Code:
D1.HSS.CL4.08
Nominal Hours:
30
1.1 Identify valuables that require escort, carrying and secure storage
1.2 Describe the legal requirements that apply to responsibility for guest property
1.4 Identify the characteristics of people with responsibility for escorting, carrying and
storing valuable items
1.6 Identify host establishment policies and procedures in relation to the movement of
cash and valuable within, and outside of, the premises
1.7 Identify potential threats that may exist when moving valuables within, to and from
the host establishment
1.8 Identify resources required to facilitate secure escort and carry duties
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Unit descriptor
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Assessment matrix
Assessment matrix
Showing mapping of Performance Criteria against Work Projects, Written
Questions and Oral Questions
The Assessment Matrix indicates three of the most common assessment activities your
Assessor may use to assess your understanding of the content of this manual and your
performance – Work Projects, Written Questions and Oral Questions. It also indicates
where you can find the subject content related to these assessment activities in the
Trainee Manual (i.e. under which element or performance criteria). As explained in the
Introduction, however, the assessors are free to choose which assessment activities are
most suitable to best capture evidence of competency as they deem appropriate for
individual students.
1.5 Prepare plans for regular escort and carry 1.2 10, 11, 12 5
duties
1.7 Identify potential threats that may exist when 1.2 14, 15 7
moving valuables within, to and from the host
establishment
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Assessment matrix
3.2 Assess potential threats for the individual job 3.1 29, 30 17
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Glossary
Glossary
Term Explanation
EDC Every Day Carry: items which security staff will carry
with them all the time
Intel Intelligence
Scope of authority The extent to which you can make decisions and/or take
action without reference to/asking permission from
anyone else
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Glossary
Term Explanation
Situational Awareness Being fully aware of the environment you are in, and
how, why and if it is changing
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Element 1: Prepare to undertake escort and carry duties
Element 1:
Prepare to undertake escort and carry
duties
1.1 Identify valuables that require escort, carrying
and secure storage
Introduction
An essential starting point when preparing to undertake escort, carriage and storage
duties is to identify the items involved.
Valuables – defined
‘Valuables’ are anything with value in the eyes of the owner.
Examples of valuables
The following is a list of items commonly considered to be valuable and needing escort,
carriage or safe storage.
Cash
Cash may be:
• Local currency
• Foreign currency
• Notes and/or coin
• Any amount.
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Precious stones
Precious stones; natural gems as well as stones which have been mounted.
Jewellery
These are decorative items generally made from gold, silver and precious stones.
Bullion
Bullion is a generic term referring to bars, ingots or coins made from precious metals.
Documents
It is common for the following documents to require special
treatment:
• Passports
• Traveller’s cheques
• Business documents. This can include a wide variety of
documents such as:
Contracts and other legal documents
Business performance information
Documentation required in support of intended sales and purchases
Documentation for presentations.
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Electronic data
Documents and data can exist in electronic form and you may be
required to provide services in relation to:
• Computers
• Portable devices
• A range of storage devices.
Artwork
Artwork which can require security may include:
• Paintings and sculptures
• Local items (including craftwork) bought by guests for on-
shipping
• Artefacts.
In some cases it can be difficult to determine where an item fits in terms of its
classification. For example, an elaborate piece of necklace, pendant, brooch or bangle
may be regarded by some as a work of art, by some as a piece of jewellery and by others
as both.
The value placed on the item by the owner of the item who may be
the venue, an individual guest or an organisation/company.
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Bailment
Bailment occurs when an item is transferred from one person to another.
In a hotel situation, bailment could occur when a guest places a valuable item into safe-
keeping.
An important aspect of bailment is the ownership of the item does not change. The item
still remains the property of the guest even though it has been given to the hotel for safe
custody.
Under bailment:
• The hotel must take good care of the item offered for bailment
• The hotel must return the item when requested by the owner.
Where problems arise regarding bailment, the owner of the goods can take civil action
against the hotel to recover their property or damages.
Duty of Care
Duty of Care is a common law obligation imposed on all businesses.
and
• Avoid foreseeable loss or damage to their property.
Where the venue fails to discharge its Duty of Care obligations it is under a legal liability
to make good the injury, loss or damage which occurred.
If the venue fails to meet their obligations it can be sued for negligence by guests, for
damages.
Exclusion Clauses
Exclusion clauses are statements made by a venue seeking to limit their liability in the
event something goes wrong and, for example, a guest is injured or their valuables are
lost or damaged.
An exclusion clause may state ‘All care and no responsibility’, or ‘This venue takes no
responsibility for items offered for safe-keeping’ (or similar).
Increasingly Courts are not allowing businesses to rely on these clauses and, when a
case goes to Court, are finding more and more for the person who was injured or whose
property was lost or damaged.
To stand any chance of being effective an exclusion clause must be brought to the
person’s attention before it can be relied on.
This means the guest must, for example, have the exclusion read out to them, and
perhaps sign to say they have been told about it and accept it.
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Theft
Theft (‘stealing’) refers to talking someone’s property without
their permission with the intention of:
• Depriving them of the item
and
• Converting it to your own benefit by, for example, using it or
selling it.
Anyone who steals an item while they are escorting it, carrying it or while the item is in
storage commits a crime and is subject to prosecution.
Theft by finding
It is an offence to keep an item you have ‘found’.
If you find an item left in a guest’s room and keep it, you commit an offence.
If you find an unattended item in the hotel lobby and keep it, you commit an offence.
You do not have the right to retain any item you find and keep it for yourself or your own
use.
It must be:
• Reported – commonly using a Lost and Found Register or similar
• Handed in.
This section identifies generic training requirements for staff in this regard.
General pre-requisites
In most venues:
• You will not be allowed to undertake escort, carriage and storage tasks until you have
successfully completed the required in-house training
• Training will be structured and formalized meaning:
All staff performing these tasks will receive the same training
Testing to demonstrate competency will be part of the training
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Nominated topics (see below) will covered as part of the training. These will
commonly address:
– Skills required to undertake the work
– Knowledge necessary to underpin safe, effective and correct work
– Attitudes required in relation to the customer contact and interpersonal skills
needed in this type of work as well as the personal characteristics required
(see more in Section 1.4)
You will be paid to undertake the training – that is, the training will be conducted
during your working hours
• Training in this regard will be a combination of:
Theory training
Demonstrations on what to do and how to do it
Practical training giving you an opportunity to
practice what you have learned
• Your first few workplace tasks will be supervised by a
more experience staff member to:
Ensure you perform as required
Assist where necessary
Provide constructive feedback.
Even where you have previous experience with escorting, carrying and storing valuable
items in another venue, you will still have to undertake training at a new venue where you
work.
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Trainers used
Most training of this type will be conducted by either:
• A dedicated workplace trainer who conducts all or most workplace training across all
venue job positions
• Head of security
• Front Office manager or their designated representative.
Commonly the training can also be expected to feature the use of guest speakers who
may be:
• Experienced staff who work in the venue
• Representatives from the external security provider used by the venue
• Officers from the local authorities (police).
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• Be formally trained – in-house and/or from an external training provider with expertise
in security
• Fitness and agility to:
Provide strength for lifting and carrying
Take action when required.
Other factors
Employers will also set great store in:
• Experience:
In escorting and carrying valuable items
Storing valuable items
Working in venues similar to their own
• Physical size. Many employers will look for security staff who have an imposing
physical presence believing this will act as a deterrent to threats
• People who hold current certification as required by local laws for security staff.
Situational Awareness
Those providing security services must operate in a situation where they are fully aware
of everything happening in their environment. This is referred to as ‘Situational
awareness’.
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• Analysing everything:
What was that noise?
Why did the noise happen?
Where did it come from?
What does it indicate?
What action do I need to take in response?
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• Provision of special service by the venue to VIP guests in recognition of their status
and to demonstrate the respect in which the guest is held
• Responses to individual requests for escort and/or carriage duties as deemed
necessary by the guest
• Response to an identified and credible threat which has emerged
• Response to a situation where changed conditions exist, for example:
Access to what is normally deemed to be a safe route or passage no longer exists
because of renovations to the property
Bigger crowds than normal are expected
Standard security equipment or systems are not available as they usually are.
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Benefit from their previous experience in relation to carrying and escorting items in
the venue
Gain authorisation for extra time, staff, resources which may be required
Obtain their approval for the final route and any specific actions needing to be
undertaken
• Other internal security staff to:
Benefit from their experience
Enhance communication between staff and within the venue
Involve them in the planning process
• External security consultants to:
Identify resources and expertise they may be able to provide
Integrate in-house activities with externally-provided security or protection
Enhance communications.
Specific considerations
When developing plans for escorting and carrying duties you should take care to consider
all the following:
• Determining possible threats in terms of:
Who they might be
Numbers and strength
Form of attack
Reason or motivation
Possible location of attack
Threat level
• Identifying the most secure routes. This should be done by:
Planning the route
Walking the route to visually check/inspect it and time it
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Seeing the route through the eyes of offenders – Where would they strike? Why?
Developing a primary route and a series of secondary routes – see Section 2.1
• Designating staff for specific duties comprising the total carry and escort assignment.
Doing this:
Avoids delays: delays always translate into increased potential for threat or attack
Enhances internal communication so staff know what is expected or is happening
Supports proper planning
Demonstrates competency and professionalism
• Determining and obtaining resources required for the
task. Resources may be:
Physical resources – security equipment,
surveillance systems, comms, carts, containers
Human Resources – internal staff, staff from
external security companies, police attendance
Financial resources to pay for staff (time) and required resources
Intelligence – information relating to the specific task being planned or undertaken
• Preparing written plans. Written plans may be required by house policies and are
developed to:
Demonstrate due diligence has been discharged
Provide the basis for feedback on the suitability of the plans
Facilitate the communication and sharing of arrangements
Provide a basis for training and other necessary preparation activities in relation to
the job (such as closing areas, locking doors, obtaining physical resources,
rostering staff)
Provide a growing database for future reference when similar jobs need to be
planned and undertaken.
Complacency
It is safe to say there are many common factors between most carrying and escorting
duties.
This is especially the case for ‘regular’ escorts and carrying jobs.
It is important you realise this can lead to complacency, and complacency often precedes
a problem or task failure.
Complacency is adopting an attitude which believes because you have had no problems
in the past, you will have none in the future. Complacency leads you to situations where
you:
• Fail to properly plan for the work to be done
• Do not take the required care with the job
• Do not pay proper attention to what is needed and what is happening
• Demonstrate a lack of interest and commitment to the work.
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You must realise the ‘sameness’ of carrying and escorting jobs makes many of them
relatively easy and tempting targets for thieves. The thieves can often readily identify:
• The route you will take
• The number of staff on the detail
• The security equipment used
• The precautions taken.
This section identifies how you can become aware of these requirements and provides
examples of what they may be.
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• Defining action to be taken in the case of a security threat or breach occurring which
will traditionally make reference to:
Need for immediate notification of the event internally,
which will (according to established SOPs) trigger
external notification
Identification of ways or options for notification
Authorized response options to threat
Implementation of venue-wide (or area-specific)
Emergency Management Plans
Placing the safety of persons above the security of
physical or valuable items
The resistance level (if any) staff are expected to
provide in the event of an attack (see below
‘Responding to an attack’)
• Prescribing or otherwise providing direction in relation to a wide variety of issues
commonly involving:
Minimum number of staff required for standard or regular tasks
Equipment (including vehicles) to be used when escorting and carrying valuable
items
Times when valuable items may be carried
Identification of primary routes – see Section
2.1
Notification to be made to internal staff,
management or external security companies or
authorities prior to embarking on a carry or
escort job
Documentation required:
– Prior to beginning a job – which will authorize the work and provide plans on
execution of the task
– To be completed by the guest/client as part of or on completion of the job
– When items are entered into safe-keeping
– If an incident occurs during the job
Identification of goods and items which are not to be carried. There is always a
ban on working with anything which is illegal, and often a ban on:
– Carrying live animals
– Handling hazardous substances
– Moving items over a given size and/or weight
– Accepting perishable foods for storage.
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This section describes how to determine what these threats might be and presents a
standard list of potential threats which most or all venues are likely to face.
Determining threats
You can determine potential threats by using the following techniques.
You are advised to use a combination of the following rather than using
just one or two options:
• Encouraging staff to report any suspicious persons they have seen
or comments they have overheard
• Making security a regular topic at all staff meetings and briefings
• Talking to other security staff about:
What they regard as threats and how they determine whether or
not a threat exists
Their personal experience with threats – what happened; who was involved, when
and where it took place’ and what the responses were
• Talking to customers, guests and clients who have indicated a need for special
carriage, escort and storage. They often have experiences they can share with you
which provides a new or better insight into a particular security activity. Their input can
be extremely useful and valid as they see things through their eyes (as the recipients
of the service provided) rather than as the service provider.
• Reading through venue-specific Incident Reports, Patrol Logs and Response
Registers which provide information and insight into security issues within/at the
venue
• Liaising with local authorities and police to find out what they know about current and
emerging threats
• Conducting interviews with guests and others who use the venue to ask them what
they think are threats which need to be taken into account
• Establishing cooperative communication and exchange of information between your
venue and other local hospitality venues. This is done to encourage and facilitate the
sharing of security-related information, events and intelligence
• Undertaking regular (weekly or monthly) workplace inspections (these are actual
‘walk-throughs’ of areas, routes, departments, internal and external locations) to view
and review:
The venue and identify physical changes to the venue which will impact on
movement of valuable items
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Types of threats
The basic types of physical threats which exist when moving valuables within, or to and
from, the venue are:
• Theft – where someone tries to steal the valuable being moved
• Assault – where offenders physically attack those involved in the movement of items
in order to obtain the goods. The attack may involve fists, feet or weapons as well as
chemicals (sprays and acid).
• Vehicle accident when engaged in escorting valuable to and
from the venue.
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Resources available
The variety of physical resources available to facilitate secure escort and carry duties will
vary between venues.
Some venues have an extensive range of items and systems while others have
significantly less.
Some venues boast state-of-the art devices and technologies while others have more
basic equipment.
You can expect to find the following in the workplace to help you securely escort and
move valuable items:
Transport vehicles
Many venues will use their own vehicles to move cash and valuable items.
Other venues will use the services of a certified, external security business with armed
guards and/or dogs. These services are relatively expensive but the work is guaranteed
and supported by insurance which can be relied on in the event of an incident, theft, loss
or damage.
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Receptacles
Receptacles refers to containers used to transport items
Generally:
• Available in different sizes
• May be secured with padlock or combination lock
• Smaller receptacles may be carried by hand
• Larger containers require use of a trolley or cart
• The practice of handcuffing the container to a staff member is to be avoided. It may
look dramatic but places the person in increased danger. The container may however
be handcuffed to the trolley or cart.
Weapons
Weapons include:
• Firearms and pistols:
You must comply with local laws regarding their possession
and use
Licences and special training are commonly required
It is possible to argue the provision of armed guards will
only serve to escalate the level of attack should an offender
seek to steal the valuables being guarded
• Less than lethal options such as:
Asps and batons
OC spray and similar
CED (‘Tasers’)
Handcuffs.
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Important note:
• Most staff are not issued with or allowed to handle weapons. Their main task is to act
as a deterrent, identify problems and report them and summon assistance.
Comms
Communication devices may include
• Hand-held two-way radios (UHF and VHF) which may feature
lapel microphones
• Communication headsets with earpieces allowing the hands to be
free for other work
• Landline telephones such as the internal telephony system in a
venue
• Cell phones provided by management.
Dye-bombs
Used to help deter theft of cash especially notes.
Dye bombs are placed in with the cash and if the cash is stolen the
device is triggered remotely (by hand, or by passing through a
detection device at egress points) by radio waves.
The dye discolours the money rendering it useless and also ‘paints’ the offender with
usually a red colour to assist with detection and apprehension. Tear gas will incapacitate
the offender.
Physical barriers
Where plans determine they are suitable or necessary you may use
physical barriers to assist with protection when escorting and
carrying.
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Security devices
Security devices refers to a range of equipment, systems
and technology which can be used to support security work.
Time-delay locks
A time-delay lock uses technology to delay the opening of a
combination lock for a given time (10 – 15 minutes is
common) after the correct access code has been entered.
Time-delay locks may be fitted with a ‘duress option’ meaning security staff can override
the time-delay and enter a pre-determined access code to open the lock. Entering this
code also sends a covert message to the command and control centre alerting them an
emergency is taking place.
In order for time-delay locks to be most effective, their use needs to be made public so
they act as a deterrent.
Safes
All venues will have one or more safes.
Assignment instructions
‘Assignment instructions’ are instructions provided by management to staff about activities
they are required to undertake.
Some assignment instructions will be in writing but the majority will simply be verbal
instructions.
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• Time on and time off – duration of assignment including day and date
• Specific work tasks which comprise the assignment, for example:
Retrieve items from XYZ vehicle in basement car park
Verify security and contents. Advise if evidence of tampering or other security
breaches
Load into XYZ containers fitted with XYZ devices
Carry and/or escort along nominated route which will be a route plan attached to
the assignment instructions
Seal access to all entries along route
Clear destination of members of public
Secure area when delivery has been made
• Resources to be used to achieve the objectives. These can include requirements
relating to:
Human resources – by name and number
Physical resources – such as barricades, comms, PPE, weapons
Intelligence – information about the event, situation or job
• Management for the assignment detailing:
Who is in charge
Reporting protocols
Command and control authority
• Documentation involving:
Photographs of people who are known threats
Issuing of relevant forms, logs, registers as
appropriate to or necessary for the assignment
Provision of relevant plans, routes and schedules
Distribution of any paperwork needing to be completed as part of the assignment,
or when the assignment has been finalised.
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Work Projects
It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.
1.1 Prepare and submit a report which provides comprehensive, current and accurate
answers to the following:
• In an international style hotel what sort of ‘valuable items’ may guests require to
be escorted, carried and/or stored?
• What local legal requirements apply to the responsibility a hotel has for the:
Protection of guest property?
Safe-keeping of guest items offered for safe custody?
Return of guest items offered for safe custody?
1.2. Interview a manager, owner-operator or other relevant person in a hotel, ask them
the following questions, record their responses and submit a report based on their
answers:
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Summary
Prepare to undertake escort and carry duties
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Element 2:
Undertake escort duties
2.1 Identify route to be taken
Introduction
All escort assignments should take place along an identified route.
Escorting defined
Escorting duties may be:
• Accompanying valuable items which are being carried
by others
• Providing an escort service to an individual or group of
individuals.
Primary route
The primary route is your preferred route for the escort based on all relevant factors and
taking into account all associated details and requirements.
It will be the route which is deemed to be the safest and most secure.
Secondary routes
The secondary route is your Plan B should the primary route
be compromised or become unavailable, unusable or unsafe.
Generic pre-requisites
Before a route is confirmed as being either a primary or secondary route it is advisable to:
• Conduct test practice runs using the identified routes. These should:
Be conducted at the time of day the real escort is required
Use the same staff as will be employed for the actual assignment
Feature use of ‘actors’ to simulate the person or persons being escorted
Duplicate as closely as possible the ‘actual’ conditions which will apply to the
escort
• Time progress through each sector of the route and the overall escort assignment
• Include simulated ‘events’ in the test/practice runs to reflect situations or threats which
have been identified as being likely to occur. This may include:
Crowd disturbances
Media interventions
Threats and attacks.
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• Determining quickest route. The quickest route is most commonly the route to take as
it reduces exposure and opportunity but this can sometimes not be the route the
person or persons being escorted want to take. Sometimes the person being escorted
wants a high-profile event involving crowd interaction, photo opportunities and
publicity
• Assessment of the weather expected at the time and how it is likely to impact:
Routes
Activities
Threats
• Evaluation of the time of day the escort is required which will have major impacts on:
Equipment required
Routes available
• Identification and analysis of relevant other issues such as:
Day of the week
Local events, celebrations, sporting occasions which may
impact on:
– Access
– Road closures
– Stress on other security staff, authorities and security
systems, equipment and technology
In-house events such as seminars, conferences, meetings or functions being
conducted in the venue at the same time
Levels of expected trade and traffic
General environmental issues such as noise, lighting, temporary structures and
displays obstructing normal routes and/or lines of sight.
This section explains the need for this assessment and discusses factors which need to
be considered.
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Factors to assess
Context
Providing escorts to valuable items and providing escorts to people are different activities.
This said, both contain an element of risk. There is always the potential people will want
to steal an item and there is always the potential offenders will want to attack or kidnap a
person.
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Generic factors
When assessing threats for escorting duties:
• Review all your internal intelligence
• Contact local authorities for updates
• Plan for the worst and hope for the best. Always adopt a worst case scenario
• Eliminating a threat is a better option than reducing the potential of a threat:
Restricting or closing access to a route is preferable to having to deal with people
along the route
Undertaking the escort when there are no other people present is better than
doing it when there are lots of bystanders and onlookers.
Case-by-case factors
For individual escort assignments:
• Always talk to the person or persons to be escorted or
their representative to identify:
Specific requirements
Personal preferences
Known threats and/or troublemakers
Previous incidents involving escort of the person at other venues or locations
• Never exceed your designated scope of authority when making decisions and/or
taking action to meet unique demands regarding escorting service provision
• Ensure all actions taken comply with internal policies and procedures
• Never engage in any illegal activity as part of the service provided such as use of
illegal tactics, use of illegal weapons, assaults.
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– Crowd control
– Dealing with criminal activities
Organisation of responses to identified issues and incidents.
This section defines what is meant by close escort duties and describes the activities
involved in delivering this service.
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This section presents a range of responses which are standard in the industry when
responding to a perceived threat.
Threat classifications
Threats may be classified as:
• Identified – these are threats identified as part of the planning process (risk
identification). They may or may not translate/materialise into an actual threat. They
are simply threats which might eventuate
• Perceived threat. This refers to a set of conditions or circumstances which your
instinct and observation (Situational Awareness) tells you could indicate an actual
threat is imminent. Again, the perceived threat may not become an actual threat.
Signs might be:
Unusual activity or the presence of an unexpected number of people
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Sample documents
The documents to be completed will vary depending on whether the assignment was
successful and without incident, or if an incident occurred.
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To request:
– Changes to established plans
– More or different resources
– Modifications or additions to existing SOPs and policies
• Security lodgement forms. These are forms which may have been competed:
By guests/clients who lodge items for safe-keeping with the venue
By you when you lodge guest/client or venue valuables with a third party provider
(such as a bank or an external security company) for safekeeping
• Items issued/items released forms. These forms record the
transfer of items from the venue to their rightful owners
detailing:
Time and date of the transaction
Description of item or items
Proof of ownership used to confirm legitimate ownership
Signature and name of person to whom the item was
released
Signature and name of staff who released the item
• Security threat reports incorporating suspicious person report –
completed at the end of shift to:
Communicate situations which are believed to give rise to a new or modified threat
Communicate updated evidence related to established or identified threats
Give details of suspicious persons and suspicious activity
• Incident report to record details relating to an incident which has occurred in the venue
• Witness statements taken when members of the public are prepared to make
statements regarding what they observed when an event, incident or offence took
place
• Recommendations for action. This is a form allowing staff to formally convey
suggestions and ideas for issues such as:
Changes to SOPs
Introduction of new SOPs
Replacement of items
Disposal of faulty or damaged equipment
Purchase of new and different items and equipment
• Bank documentation. This covers documents generated by both the venue and the
bank in relation to transactions between them in respect of
issues such as:
Deposits for safe-keeping
Payments and deposits of cash
Change
Foreign currencies
Traveller’s cheques.
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Work Projects
It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.
Use their responses as the basis for preparing a written report detailing their
responses:
• How do you determine the routes to be taken when there is need for a security
escort to be provided? What factors or issues do you take into account?
• What is involved in assessing the potential threats which may exist for a
particular escort assignment? How do you work out what the threats might be?
• Who do you seek assistance and input from when you are planning to undertake
an escort assignment, and who might you seek help from if you encountered a
problem while undertaking an escort job?
• What close escort services do you provide and what do they entail? Who
provides them? What planning is involved?
• What are your internal protocols for security staff responses to an assault or
attack on a person being escorted, and to an attempt to steal valuables being
escorted?
• What documentation has to be completed in relation to the provision of escort
duties within the property?
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Summary
Undertake escort duties
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Element 3:
Carry valuable items
3.1 Identify route to be taken
Introduction
Carriage of valuable items must occur using an identified route.
This section presents considerations in determining what the route should be.
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Factors to consider
Determining the route to be taken must be the result of considering all the following
factors in combination with each other.
Certain factors will carry more weight than others but all the following must be considered
and decisions made ‘on balance’:
• When does the carry have to take place?
For example:
A carry job which needs to be done when the venue is closed will present a wider
variety of route options than when the venue is open for business
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Carry work during very busy times presents challenges not present when the
venue is quiet or closed
Moving items externally at night increases risk and introduces the need for
specialist equipment such as possibly floodlights, flashlights, vehicles with
spotlights and restricted access to areas normally open to the public
• What human resources are available?
Your approach to route selection will be different based on factors such as:
Whether you are working alone
The number of other staff who are available to work on the task
The experience and ability of the staff allocated to assist with the assignment
Whether you have support from an external security company
• What is the nature of the valuable item which needs to be carried?
This is an obvious piece of information needed before proper planning can occur. It is
best if you can see the item or items prior to determining the routes because it can be
difficult or even impossible to gain a full or proper understanding of the item just from
a verbal or written description. For example what you will need to carry ‘ten pieces of
artwork from the basement car park to the Old Masters Exhibition in the Great Space’
will be vastly different to a need to ‘carry a briefcase from Room 210 to the office’. You
need to know:
Size/dimensions – sometimes in general terms and
sometimes more accurately
Weight
Number of items or pieces
Specific carrying requirements such as:
– ‘Do not top load/stow’
– ‘Fragile’
– ‘Do not drop’
Any unique factors or issues applicable to the individual job. Is the item going to be
difficult to pick up? Will it be hard to grip? Will there be a need for manual handling
equipment to assist with the carry (see ‘Resources’ below)?
• What are the start and finish points?
This identifies the collection point and the destination which will determine distance
and provide an essential starting point for route identification.
• What internal restrictions exist to limit or restrict route selection?
For example:
– Are certain areas closed for renovations?
– Are there functions in certain rooms or areas making them unavailable?
• What are the potential threats? (see Section 3.2)
Certain threats will automatically mean certain route options are excluded from
consideration
• Who is the guest or client?
While all venues seek to provide high-levels of service to everyone it is a fact of life
some guests (VIPs and high-value guests) receive better treatment than others. This
may mean an established or standard route will be used for one guest whereas a
special and more covert or secure route could be developed for another.
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Resources
Physical resources available to assist with carry or transport of valuable items will always
need to be considered.
Manual handling devices and equipment may be required to assist
with heavy or awkward loads or items.
These include:
• Forklifts
• Pallet jacks
• Conveyor belts
• Trolleys
• Carts – especially carts used to transport cash and protect it from theft during the
process. Carts are also useful for disguising what is being transported. Because carts
have sealed sides and tops (with drawers and/or compartments) they could, from an
observer’s point of view be carrying anything
• Slings.
General advice
The following generally applies:
• Threat levels when carrying valuable items are usually lower than when escorting a
person
• Cash is the main target for attacks
• Armed hold-ups are often associated with attempts at stealing money
• While many hold-ups are planned by the offenders, many are also ‘opportunistic
crimes’ – see below.
Opportunistic crimes
Opportunistic crimes are crimes which are committed by people who decide to act on the
spur of the moment.
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Where you have the benefit of advance notice of the job, your threat assessment should
consider:
• Speaking with the client or their representative:
To identify their requirements
To enquire if they know of any threats made or received in relation to the item
and/or their presence at the venue
To determine any previous attempts or attacks made involving them and/or the
item they want carried
• Talking to other internal venue staff to:
Ask what they know about the client and the item
Ask for advice and suggestions
Obtain information about how previous similar jobs
were completed
• Communicating with local authorities. If the item is
important and/or valuable enough:
To see if anything is known about the client and/or the item
To ask for advice
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House rules
It is always good to know what you are being asked to carry when taking delivery of a
valuable item for transport or movement.
In the vast majority of cases guests will volunteer what the item is but they are not obliged
to tell you what the item is.
The briefcase they ask you to place into safe-keeping may contain a bomb or drugs.
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This section discusses the practical elements associated with carrying valuable items with
a venue.
The following are all standard requirements for carriage duties within a venue:
• If a plan has been developed:
Share the plan with staff involved in the assignment
Obtain the necessary resources
Be prepared to rehearse the plan if and where necessary
Prepare the venue – close/lock doors, erect barriers
Follow and implement the plan
Be alert to changed circumstance which impact the plan
• Respond to requests for movement of valuable items promptly
• Ensure required documentation is completed. Venues will have strict protocols for you
to observe before you take possession of goods and carry them:
Entry of item details
Day, date and time
Signature – acknowledging any limitations the venue wishes to apply to the
transaction
Leaving a receipt with the guest – to enable them to retrieve the item when
required
• Adopt a covert orientation – do not draw attention to yourself or what you are carrying
• Retain Situational Awareness – constantly scan for threats as opposed to looking
without a focus
• Take the shortest and quickest route between collection and delivery of the item
(subject to planning requirements which require a
different approach)
• Use common sense. This can mean:
Putting small items into your pocket rather than
drawing attention to the item by using a container
Varying plans on-the-run as the need to do so arises
• Never handcuff items to yourself
• Refuse to carry illegal items
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• Move quickly but without rushing or causing any sort of alarm among guests/members
of the public: do not dawdle
• Be prepared to ask immediately for additional support if you believe the actual job you
are being asked to undertake:
Is significantly different to the assignment you were given (and perhaps had
planned for)
Poses a significant threat
Is such there is an evident demand for extra human and/or physical resources
• Never put yourself in danger if a threat arises. Remember the basics:
Comply with demands made by attackers
Safety of people (yourself included) must always take priority over the security of
items
• Focus on the carry job as the prime objective:
Do not get side-tracked
Do not initiate or continue conversations with others:
– Tell other staff of the venue you are busy and cannot stop
– Terminate contact with others, for example, people who ask questions, for
directions or for local or venue information promptly but politely or arrange for
someone else to assist
Do not stop and get a drink or a snack
Avoid using the rest room
• Stay in communication (using radio, landline/internal phone
system or cell phone) with nominated person/control room. Let
them know:
When you have arrived for collection of the item
When you are about to depart
The route you intend taking if a plan has not been
developed
Destination
Your expected arrival time at the destination. It is standard practice not to describe
or identify the valuable item being carries on the radio
• Aim to stay deep within the venue to the greatest extent possible. This means:
Using back-of-house corridors rather than public areas or spaces
Using staff/room service elevators as opposed to public elevators
Avoiding routes which will take you close to ingress and egress points.
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Responding to threats
Where a threat is suspected the appropriate action is, to the greatest possible given the
situation and circumstances which apply:
• Avoid the threat. This is the primary requirement in relation to responding to threats.
You are expected to:
‘Work around’ a threat rather than:
– Confront it
– Continue with a job/assignment when a threat has been
identified
Respond according to any pre-determined emergency,
evacuation of other plans or SOPs which apply
• Alter your route:
If your are working a primary route, switch to a secondary
one
If you have no planned route, shift from the one you are on
using your venue knowledge (of layout, facilities, support) to determine a viable
alternative
• Notify others in the venue. This can be:
A telephone call
A radio transmission
A shouted instruction or warning to staff or members of the public
Activation of some form of alarm. Standard practice is to notify internally. When
this notification has been received internally this should trigger automatic calls to:
– Police
– External security
• Call for back-up in addition to notifying others of your
suspicions or about an impending threat you should:
Ask for help – never assume it will be provided.
Standard procedure is to send assistance but it
should be standard to request it
Give details of location and assignment
Provide whatever information about the perceived threat you can
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• Act quickly – it is vital to take fast action. You significantly increase the potential for
problems (and the possible impact of the problem) if you:
Over-think the situation
Procrastinate
Worry about the ramifications if you have over-reacted or made a wrong call
Delay a call for back-up
Wait ‘to see what happens’.
• Do two things at once – see below
• Step up your observations by:
Making a conscious effort to remember the situation and recall descriptions of
those identified as possible offenders
Using a camera to record the situation
Taking notes
Communicating observations to the control room/centre or other staff.
When responding to a threat you have to develop (through practice) the ability and
capacity to do two things or more at the same time.
When you identify a threat you cannot simply apply the response options above in
sequential order.
Responding to an attack
Most venues have a standard requirement that staff are NEVER to resist an attack.
This means when an attack occurs (such as an armed hold-up, or a realistic threat in
which perpetrators are demanding and/or attempting to seize the valuable items) the
accepted (preferred or required) response is to:
• Allow offenders to take the items
• Offer no resistance
• Do not try to delay them
• Avoid eye contact
• Not speak unless spoken to
• Obey their commands
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This section lists the documents which may need to be completed when engaged in
assignments which require you to carry valuable items. Some of the information
presented is repeated from Section 2.6.
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Sample documents
Documents which may need to be completed include:
• Assignment/job sheets completed at the end of the
allocated assignment to:
Confirm the assignment was competed
Verify staff who completed the work
Show the time taken, resources used and date or
dates of the task
Indicate any problems or issues with the work performed
• Bills of lading (or similar documents) which are necessary to:
Prove the valuables (by description and number) being carried were handed over
to, as appropriate:
– Another person or company
– Another venue
– A transport provider
Relieve the venue of obligations from the time the bill of lading was signed by the
other party
• Insurance claims which need to be completed whenever a claim is made against an
insurance policy held by the venue. You will normally be required to provide
supporting information for your supervisor to complete this form, and they will ask you
for details regarding:
The incident giving rise to whatever caused the need for a claim to be lodged
Facts, dates, times and specific information about the event/incident
Details of the item/s stolen or damaged and/or injuries sustained
Preventative action taken to avoid the incident
Responses taken after the event
• Internal security request forms. These are competed:
When a new or modified risk or threat is identified as part of the activities involved
in discharging other escort duties
To request:
– Changes to established plans
– More or different resources
– Modifications or additions to existing SOPs and policies
• Security lodgement forms. These are forms which may have been competed:
By guests when items are collected from them for carriage to safekeeping
By guests/clients who lodge items for safekeeping with the venue
By you when you lodge guest/client or venue valuables with a third party provider
(such as a bank or an external security company) for safekeeping
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• Security threat reports incorporating suspicious person report completed at the end of
shift to:
Communicate situations which are believed to give rise to a new or modified
threat
Communicate updated evidence related to established or identified threats
Give details of suspicious persons and suspicious activity
• Receipts from:
Guests verifying they have had their valuable items
returned to them
Staff verifying:
– They have received, for example, the cash/float carried
to them
– The amount of money taken from registers/POS terminals as part of standard
register clearing operations during trade. A copy is also left in the register or
terminal cash drawer
• Incident reports to record details relating to an incident which has occurred in the
venue
• Witness statements taken when members of the public are prepare to make
statements regarding what they observed when an event, incident or offence took
place
• Recommendations for action. This is a form allowing staff to formally convey
suggestions and ideas for issues such as:
Changes to SOPs
Introduction of new SOPs
Replacement of items
Disposal of faulty or damaged equipment
Purchase of new and different items and equipment.
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Work Projects
It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.
Use their responses as the basis for preparing a written report detailing their
responses.
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Summary
Carry valuable items
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Element 4:
Store valuable items
4.1 Identify the storage option required
Introduction
When guests elect to store valuable items they may need to be made aware of the
options available to them.
This section identifies the commonly provided safe storage options for guests who wish to
store valuable items.
Storage options
When guests want to securely store valuables in a hotel they will usually have at least two
options to choose.
In-room safes
These located in guest rooms and used by them to store small valuable items.
Guests create their own security code and access the safe whenever they want, storing
whatever will fit into the safe.
User instructions for the safe are provided with the safe.
In many cases a guest will be prepared to use (or prefer to use) this option when they are
made aware of it.
While many guests are familiar with the presence of in-room safes, many are not so it is
always wise to make people aware of this option if called to a room to take an item for
safekeeping.
TDR safes
These are safes rated by manufacturers as being Torch and Drill
Resistant.
They are difficult for thieves to break into requiring them to use
special equipment to gain entry, and requiring them to spend time
to do so.
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In-floor safes
These are safes which are built into a concrete floor in an office.
The fact they are set into concrete means they cannot be removed
from the venue.
Time-delay safes
These work on the same principles identified for time-
delay locks as outlined in Section 1.8.
Time-lock safes
These are safes (they may be TDR or in-ground) fitted with technology which prevents
them from being opened between nominated hours.
Vaults
These are walk-in safes with high-tech protection.
Vaults are often available in 5-star plus hotels but moist venues do not offer vault
facilities.
Casinos will be more likely to have vault facilities and access to the vault is always
restricted only to staff regardless of:
• Who the client/guest is
• What is being stored there.
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Off-site storage
This covers any safe-storage option provided:
• At another site, and/or
• By another business.
Consideration of secure off-site storage must also embrace consideration of safe and
secure transport strategies.
This section describes a range of commonly used protocols which govern provision of this
very important service.
Storage protocols
Protocols vary between venues so make sure you identify what
is required in your workplace.
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Important note
It is possible you may not have authority or permission to access (open and close) safes
used for safekeeping of guest valuables.
You may only be authorised to accept the items for safekeeping and process the
transaction.
It may be someone else who physically places the item in the safe.
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This section identifies the documents which may need to be completed as part of the
process.
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• Name of, room number and signature/s from the guest. There can be a need for
multiple guest signatures:
In a register
On the redemption slip
Across a seal on an envelope or packaging.
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Work Projects
It is a requirement of this Unit that you complete Work Projects as advised by your
Trainer. You must submit documentation, suitable evidence or other relevant proof of
completion of the project to your Trainer by the agreed date.
4.1 Visit a venue and ask an appropriate person the following questions.
Use their responses as the basis for a written report detailing their answers:
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Summary
Store valuable items
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Presentation of written work
2. Style
Students should write in a style that is simple and concise. Short sentences
and paragraphs are easier to read and understand. It helps to write a plan
and at least one draft of the written work so that the final product will be
well organized. The points presented will then follow a logical sequence
and be relevant. Students should frequently refer to the question asked, to
keep ‘on track’. Teachers recognize and are critical of work that does not
answer the question, or is ‘padded’ with irrelevant material. In summary,
remember to:
• Plan ahead
• Be clear and concise
• Answer the question
• Proofread the final draft.
Format
All written work should be presented on A4 paper, single-sided with a left-hand margin. If
work is word-processed, one-and-a-half or double spacing should be used. Handwritten
work must be legible and should also be well spaced to allow for ease of reading. New
paragraphs should not be indented but should be separated by a space. Pages must be
numbered. If headings are also to be numbered, students should use a logical and
sequential system of numbering.
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Presentation of written work
Cover Sheet
All written work should be submitted with a cover sheet stapled to the front that contains:
• The student’s name and student number
• The name of the class/unit
• The due date of the work
• The title of the work
• The teacher’s name
• A signed declaration that the work does not involve plagiarism.
Keeping a Copy
Students must keep a copy of the written work in case it is lost. This rarely happens but it
can be disastrous if a copy has not been kept.
Inclusive language
This means language that includes every section of the population. For instance, if a
student were to write ‘A nurse is responsible for the patients in her care at all times’ it
would be implying that all nurses are female and would be excluding male nurses.
Mankind Humankind
Host/hostess Host
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Recommended reading
Recommended reading
Note: all Recommended Reading is sourced from ‘Trove: National Library of Australia’ at
http://trove.nla.gov.au/.
2001; The hotel emergency manual: guidelines on fire and life safety and security in
emergencies for the hotel executive team; 2nd ed, Global Hotel Technology, Gold Coast,
Qld
Brown, Gordon W & Kauffman, Kent D 2013; Legal terminology; 6th ed, Pearson
Education, Upper Saddle River, N.J
Clifton, Darrell 2012; Hospitality security: managing security in today's hotel, lodging,
entertainment, and tourism environment; CRC Press, Boca Raton, FL
Fischer, Robert J & Halibozek, Edward P & Walters, David, 1963 – 2013; Introduction to
security;, 9th ed, Elsevier, Amsterdam; New York
Singapore Hotel Association & Singapore. Police Force & Singapore. National Crime
Prevention Council 2003; Hotel security: the SHA manual; SHA Hospitality Press,
Singapore
Towers-Romero, Sandi 2013; Law and the hospitality industry; Carolina Academic Press,
Durham, N.C
Turner, Clive & Trone, John, 1970- 2013; Australian commercial law,;29th ed, Thomson
Reuters (Professional) Australia, Pyrmont, N.S.W
Walker, John R 2013; Introduction to hospitality management; 4th ed, Pearson, Boston
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Recommended reading
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Trainee evaluation sheet
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Trainee evaluation sheet
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Trainee self-assessment checklist
Yes No*
1.1 Identify valuables that require escort, carrying and secure storage
1.2 Describe the legal requirements that apply to responsibility for guest
property
1.7 Identify potential threats that may exist when moving valuables within, to
and from the host establishment
1.8 Identify resources required to facilitate secure escort and carry duties
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Trainee self-assessment checklist
Yes No*
Statement by Trainee:
Note:
For all boxes where a No* is ticked, please provide details of the extra steps or work you
need to do to become ready for assessment.
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