Workplace violence in the hotel industry.

摘要

The purpose of this study is to determine whether the 'learning organization' model is a viable mechanism for improving hotel security systems. Prior research has shown that information and responsibility-sharing among all staff (not just security personnel) is critical to maintaining a safe hotel. Thus, the author hypothesizes that a horizontal management strategy would increase the overall effectiveness of a hotel's security system.;To investigate this topic, the author surveyed 300 employees at a Ramada Inn, at all professional levels, from housekeepers to top management. The author queried them about their perceptions of existing hotel security, the intra-staff communication network, and any training they may have received while working at the Inn.;In principle, the findings support the hypothesis that horizontal management strategies like the 'learning organization' model are effective in the hotel security context. The hotel's security was deemed highly effective, and it did have a very strong communication network. The majority of the staff did feel responsible for guests' safety, suggesting that they would take the necessary steps to prevent crime. Further, management was considered to be highly responsive to staff members' reports of violence and potentially violent situations.;The staff did report some shortcomings in the hotel's security system, and the hotel would become a safer place to visit and work if these changes were made. First, the staff indicated that here was not enough violence prevention training. If more training were offered, staff would feel more confident in handling difficult and potentially violence customers. Second, the staff recommended that additional security technologies be put in place. These include: (1) replacing peep holes with CCT cameras, so guest can get a full view of visitors; (2) additional CCT cameras in the parking lot and stairwells; and (3) a security gate in the parking lot that keep intruders from entering. A small percentage of the staff also recommended more security practices, such as (1) having more armed guards patrolling the premise; (2) requiring proper ID from all visitors who enter the hotel; and (3) restricting access to the building after-hours. If management followed through with these suggestions, it is likely that security at the hotel would improve and the likelihood of violent crime would diminish. If this was accomplished, security could be used as a strong selling point for the hotel, to draw in individual guests as well as corporate groups.