Security Department Manual (SOP)

STANDARD OPERATING PROCEDURE
(SECURITY DEPARTMENT)
Clarks Inn Group of Hotels
Our Vision:
To be the leading destination in the Hospitality Industry through dedication to

our team members, guests, business associates and owners.
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Our Virtues:
 I will always smile and greet my guests
 I will always respond positively to a guest.
 I will take pride in myself and my work
 I will extend respect and integrity to all my team members
 I will always do the right thing in the face of adversity
Our Guiding Values:

 Character- We will act honestly and sincerely to build confidence in our team.
 Teamwork- We communicates openly with winning attitudes to achieve our
goal. We respect our differences and support each other.
 Growth- We create an environment of individual and organizational growth.
 Focus- We want to be the preferred hosts to our guests, employers to our team
members and business partners to our business associates.
 Fun- Approach each day with a smile and a laugh. Our Guests and Team
Members appreciate a happy and positive environment.
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DEPARTMENTAL HIERARCHY
CHIEF SECURITY OFFICER
ASST. MANAGER - SECURITY
SECURITY SUPERVISOR
SECURITY GUARDS DOORMAN

(CONTRACTUAL)
VALETS
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DEPARTMENTAL VISION
Clarks Inn Group of Security Mission Statement: -
“THE Security at Clarks Inn Group of Hotels is

dedicated to maintaining a safe and secure environment,
providing quality service to guests and employees
following highest standards of hospitality, developing
community partnerships, and setting brand standard in
the Security Profession.”
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{ }
G (General Routine SOPs)
S (Situational SOPs)
E (Executive Tasks SOPs)
STANDARD OPERATING PROCEDURE
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INDEX
S.NO. PARTICULARS PAGE NO.
General Routine SOPs
1. How to get the uniform issued? 9
2. How to report for briefing? 10
3. How to carry out takeover of duties? 11
4. How to check area of responsibility? 12
5. How to note and inform any discrepancies in area of responsibility? 13
6. How to monitor entry/exit in outdoor parking? 14
7. How to monitor the parking area? 15-16
8. How to monitor Main Porch? 17
9. How to monitor Lobby Area? 18
10. How to screen inappropriate articles at DFMD? 19
11. How to handle the disqualification of a guest at the DFMD? 20
12. How to send a person for refreshment/meals? 21
13. How to greet the guest? 22
14. How to escort and bid fare well to guest? 23
15. How to Identify and approach guest in need? 24 - 25
16. How to receive guest feedback? 26
6
Situational SOPs
17. How to assist a sick guest? 27
18. How to assist an injured guest? 28
19. How to handle complaining guest? 29
20. How to help pregnant women? 30
21. How to assist a physically challenged guest? 30
22. How to maintain the decorum at our premises with undesirable guests? 30
23. How to monitor people/restrict black listed person? 31
24. How to react efficiently in fire emergency? 32
25. How to extinguish a fire? (A) 33
26. (How to extinguish a fire) How to operate hose reel hydrants? (B) 34
Executive SOPs
27. How to conduct a briefing? 43 - 44
28. How to allocate job responsibilities? 45
29. How to make incident report? 46-47
How to carry out interrogation? 48
30. How to carry out take over of duties? 49
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31. How to dispose off lost and found articles? 50
32. How to adopt correct procedure in case of Found Articles? 51
33. How to look for lost item? 52
34. How to keep accounting in case of cash is found? 53
35. How to handle and locate the parents/guardians of a lost child? 54 - 55
36. How to prepare a roster? 56
Process: How to get the uniform issued

Objective : To dress properly for the duty
Responsibility : Security Staff
Material Required: Keys of locker, pen
S. Procedure Standard (Measurement, Number,

No. Time, Quantity, Precautions,
Phraseology etc.)
1. Arrive at the staff gate  Punch your arrival
 Go to the Locker Room
2. Get the uniform issued from House  Make suitable entries in the register
Keeping Department  Take the uniform
3. Change in Locker Room  Come to locker room with the
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uniform
 Change into uniform
 Ensure all accessories which are
part of uniform are worn
 Ensure shoes shining
 After changing , move to briefing
area
Process: How to report for briefing

Objective : To know job responsibilities and expected challenges for the day
Material Required: Message book, Duty Forms, Note Books, Pen

Phraseology etc.)
1. Report on time  Report 10 minutes prior to the
designated time
2. Acknowledge by signing on the duty  Use only black/blue pen

deployment register  Enter time correctly
 Note the location of deployment
3. See message book  See the order for the day

 Note carefully, especially date, time
and location
4. Stand in an appropriate posture for  Grooming standard as per defined

briefing Clarks Inn Group of Hotels
Standards
 No folded arms
 No cross legs
 No hands in pocket
 Stand straight and easy
 Keep your hand at the back
5. Carry your pen and note book  Make sure your pen is working and
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not chipped
 Make sure your note book is not torn
6. Make important notes in the note book  Mark your note book date wise
 Enter all relevant information
conveyed during the briefing
Process: How to carry out take over of duties

Objective : To ensure smooth transition from one shift to another
Material Required: Handing/Taking over note books, torch, and Security equipment as per the
location (as applicable)

Phraseology etc.)
1. Greet your colleague  Wish him as per time of the day
 Identify yourself as his reliever
2. Check the details according to hand  Property on charge & so on

over
3. Move around and check for  Complete round of area
discrepancy  Be prompt
 Do not waste time in unnecessarily
details
 If any discrepancy note down
 Inform senior if required
4. Sign on Hand over note book  Fill up date and time

 Mark signatures
Process: How to check area of responsibility
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Objective : To safe guard life & property and maintain safety and security
regulations in the area of responsibility
Material Required: Handing/Taking over note books, torch, and Security equipment as per the
location (as applicable)

Phraseology etc.)
1. Identify standing point  Should be a place in your area of
responsibility
 Should not overlap anybody else’s
area of responsibility
 The location is same for all relievers
2. Move physically in the area or to carry  He walks smartly

out physical domination of the area  He goes to all nooks and corners
 He keeps alert
 Maintain a good body posture
 To keep writing material with
scribbling pad in his pocket
 Ensure whistle is ready to use
3. Observe the area carefully  Make note of undesirable or suspect

person and request them to meet
supervisor
 Make note of any damage or
deviation to the property
4. Act as per observation  In case of discrepancy inform senior
5. Carry out periodical checks on regular  Each time to do a complete check

basis  Maintain strict vigil
Process: How to note and inform any discrepancy in area of
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responsibility
Objective : To convey timely information about the damage / deviations in area
of responsibility & to stop or minimize further damage
Material Required: Scribbling Pad and Pen

Phraseology etc.)
1. Note down the details  General Area
 Exact Location
 Time and date of observation
 Type of damage/deviation
 Possible cause
2. Convey the information immediately  Convey to your supervisor

 Use the fastest medium of
communication
 Convey all details
3. Act as per the instructions of his  Resume normal duty if instructed

supervisor  Stay at the location if instructed
 Any other instruction as per the case
Process: How to monitor Entry/Exit of Outdoor Parking
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Objective : To facilitate smooth movement of the vehicles at the entry /exit of the
Outdoor Parking
Responsibility : Security Supervisor & Guard
Material Required: Writing Stationary, Whistle

Phraseology etc.)
1. Check the route for any obstruction  Route to be free from any
obstruction at all times
 Any obstruction should be removed
as soon as possible
 Inform any cause or occurrence i.e.
beyond your jurisdiction to the senior
 Ensure presence at all times
2. Keep a watch on ticket/ token  Ensure all rules and regulations are
dispensing procedure met with
 Make a note of the staff present
3. Monitor the signage’s  Ensure that the signage's are in

place and conveying the right
directions
 Ensure the signage’s are clean and
in good condition
4. Assist the guest in movement to the  Guide with the use of hands to the
vacant parking lot desired vacant spot
5. Facilitate a smooth exit for departing  No overtaking

guest  No unnecessarily delays
 Assist a guest to clean the passage
if a vehicle breaks down
6. Maintain decorum at the entry / exit  No unnecessary honking by the

motorist
 No overtaking
 Ensure speed limit is maintained
 Ensure there is no Zigzag movement
by the motorist
Process: How to monitor the parking area

Objective : To ensure the safety of the guests and the vehicle parked
Responsibility : SS & Guard
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Material Required: Writing material, whistle, baton , torch

Phraseology etc.)
1. To ensure that vehicle parked in the  Inform guest to align the car as per
bay the parking bay
 If required assist them or guide them
with the help of whistle
2. To inform the guest to check the car  “Sir/Ma’am, Ap car main kisi tereh ka
for any vulnerable left in the car kimti saman ko na chode”
3. Apprise the guest for lights or door left  “Sir/Ma’am, please car ke lights our
open darwaje ko check kar liziye”
4. Keep an eye for any occupants in the  Would keep patrolling the area
car  In case of any unusual activity,
should go to the car and check
 Note down the car number, location
and make of the car
 If occupants are found, knock on the
glass to unroll the windows
 “ Sir/ Ma’am Mera nivedan hai ki ap
kripya bahar aa jayon or ise tatkal
band kar de Is tarah ke kam ki
yahan par anumati nahi hai”
 “Apka vyavahar asabhya mana
jayega. Kripya bahar aa jaye” or “
Kripya asabhya vayavahar band
karke bahar ajaye” or “kripya bahar
aake apni pehchan karayen”
5. Advise the drivers to stay with the cars  “ Kripya aap apni car ke sath hi
rahen”
6. Contact person/s exhibiting suspicious  Whistle to draw the attention of

movements in the parking area person/s
 Approach the person confidently and
ask for the identity
 “Kripya apni pehechan de”
 “Ap yahan par kya kar rahe hai”
7. Inform Security Supervisor regarding  Location

any unauthorized activity  Type of activity
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 Details of persons involved
8. Check the cleanliness of the parking  Inform House Keeping Department

and the washroom as and when required
 Check for any defective lightings or
water fixtures and suspicious activity
inside the washroom
 If require, inform the Security
Supervisor
 Dust bins at designated places and
check the same at regular intervals
 Request guest not to litter the area
and instead use the dustbins
9. Check the parking signage’s  Ensure all signage’s are fixed

properly
 The print on the signage’s should be
legible
Process: How to monitor Main Porch

Objective : To ensure safety of guest and to allow free flow of people without
any obstruction
Responsibility : Doorman and Guard
Material Required: Baton, whistle, writing material

Phraseology etc.)
1. Check for cleanliness and safety  Ensure the area in free from litter or
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aspects spilled water or broken tiles, loose
wires
 See all manholes are properly
closed
2. Check for the flow of people  Ensure any standees or advertising

material should not hinder the
smooth movement
 Check for group of people who are
blocking the passage
 “Kripya ek taraf hat jaye aur baki
logo ko bhi moka de”
3. Check for any suspicious activity  Not to allow people roaming around
aimlessly
 Writing notes, drawing pictures of
building
 Keep an eye on young couples
sitting at the corners
 “Kya main apki koi madad kar sakta
hoon”
4. Assist the guest in case required  If any guest calls for any kind of
assistance –
 Listen to their concern
 Take notes if required
 Call the SS if required
 Ensure people do not gather
around
 In case of a medical emergency
request for first aid
Process: How to monitor Lobby Area

Objective : To ensure safety and security of the Guest and their Luggage
Responsibility : Security Supervisor, Doorman, Guards
Material Required: Writing material

Phraseology etc.)
1. Check for any suspicious activity  Check for suspected looking
persons – question them “May I
assist / help you”
 Guest without luggage
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 Nervous in check in
 Unusual questions regarding
hotel staff, VIP visits
2. Luggage  Make a note of the guest luggage

– number of baggage and put a
tag on arrival
 Make sure that no guest leaves
his baggage at the lobby area
and goes out
 Excessive weight of luggage
 Luggage sent ahead
 Luggage left unattended
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Process: How to screen inappropriate articles at DFMDs
Objective : To safeguard life and property of guests and team members
Material Required: Writing Material, Metal Detector, Gloves

Phraseology etc.)
1. Observe the guests for passing  Observe any unnatural or
through the DFMD uncomfortable or hesitation
movement or any guest seeking
alternate route
2. Check the guest physically  Every male guest to be checked

physically
 Every female guest to be checked
for bag, containers and contents by
lady checker
 Start with the left leg followed by
waist and then right leg
 Collar (Blade) downwards to the
waist
3. Check for the contents of lady’s hand  Empty the contents gently on to a
bags gently clean tray in good working
conditions
 Assess for any objectionable
material
 In case of any objectionable
material, request the guest to leave
the item secured at their own
responsibility, outside the premises
 “ Sir/ Ma’am, Hamain Khed hai ki
(_____ item) ko lekar ap ko prawesh
ki anumati nahi hai, kripya isse apni
gadi main chor daen”
 Put the items back into the bag
gently
 Thank the guest for cooperation
 “ Apke sahayog ke liye Dhanyawad”
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Process: How to handle the disqualification of a guest at the DFMD
Objective : To prevent entry of objectionable item in a polite and helpful manner
Responsibility : Security Supervisor and Guard
Material Required: Writing material, baton, and whistle

Phraseology etc.)
Inform the guest about the  Take the guest aside with the
objectionable item belonging
 Express regret “ Sir/ Ma’am, Hamin
khed hai ki is item ko aap andar
nahin leja sakete. Kripya isse park
ke bahar hi surakshit rakh de”
 Be polite, gentle and courteous
If the guest disagrees call superior  Maintain a constant eye over the
officer possessor to rule out a mishap
 Immediately inform Security
Supervisor with description of the
article and location deliberately and
clearly
Express regret for edible item “ Sir / Ma’am, khana peena ki

Suwiddha andar uplabdh hai , Kripya
apna khane ka saman bahar hi chod
ayain”
If the guest doesn’t agree, inform  Carry type of time and place to be
superior officer contacted
 “Sir/Ma’am, please wait maine apne
senior ko bata diya hai. Wahi is bare
main decision lenge or
 Mere senior yahan aa rahe hai aap
unse baat kar lejiyega
Process: How to send a person for refreshment/meals

Objective : To ensure continuous and timely functioning of respective areas of
responsibility
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Material Required:

Phraseology etc.)
1. Communicate the information  At the time of briefing or on a
regarding the breaks request
 Communicate the time, duration and
the person who will be relieving
 Leave only when the reliever comes
2. Convey all the details/rules for the  Convey all the important details
break required for the reliever to carry out
duties efficiently
 Hand over equipments/ materials
required to carry out the duties
 Stick to your timings. Incase more
time is required, convey the same to
the supervisor
 Do not waste time in undue
conversation or other unnecessary
activities if time does not permit
Process : How to greet the guest

Objective : To give the guest feeling of delight and warmth
Materials Required: None
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S.No PROCEDURE STANDARD (MEASUREMENT,
. NUMBER, TIME, QUANTITY,
QUALITY, PRECAUTIONS,
PHRASEOLOGY ETC.)
 Complete, clean and well
1. Check your grooming
ironed uniform and in good
condition.
 No body odor.
 Properly shaved.
 Neat hair style.
 Polished shoes
2. Prepare to greet the guest  Have a smile.

 Maintain eye contact.
 Be alert and polite with a good
body posture.
 Greet the guest when

3. Greet the guest
approximately a meter away.
 Script: “Good morning /
afternoon / evening Mr./Ms,
Sir/ma’am (Everyone! if it is a
group), Welcome to the Clarks
Inn Group of Hotels
Process: How to escort and bid fare well to guest

Objective : To escort the guest in a proper and hospitable way
Responsibility : Security Supervisor, Doorman and Guard
Material Required:
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Phraseology etc.)
1. Express pleasure in escorting “Certainly Sir/Ma’am please allow me to
escort you to…….”
2. Escort the guest  Show direction with open palm

gesture
 Script : “This way please”
 Always lead a guest approximately a
meter ahead
 Indicate any level difference or
slippery floors
 Maintain eye contact at regular
intervals
3. Offer assistance and bid farewell to  Stop on searching the destination

the guest  Announce arrival
 Bid farewell
 Script : “Have a pleasant day/
evening”
Process : How to Identify and approach guest in need

Objective : To ensure maximum guest satisfaction is achieved
Responsibility : All team members
Materials Required: None
S.No PROCEDURE STANDARD (MEASUREMENT, NUMBER,

. TIME, QUANTITY, QUALITY,
PRECAUTIONS, PHRASEOLOGY ETC.)
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1. In case if you see a senior citizen  Look if he/she carrying something heavy.
Offer some assistance. ”Good
morning/evening sir/ma’am allow me to
assist you with your bag...”
2. In case if u see someone trying to  Look for the guest who is reading
get some information. signage, asking somebody about the
park and mall area.
 “May I help you”. “May I assist you”.
 Assist the guest to the concerned place
or information he is requiring if in case
information not available with you inform
team leader.
3. In case you see some physically  Offer your assistance by offering chair or
challenged guest as required
4. In case if you see someone hurt  Look for guest who is walking very
slowly, or injured.
 Offer first Aid or doctor as on situation
appears to be.
5. Lost Personal belongings  Look for the guest who is trying to search
the area/lockers.
 “Sir/Ma’am, are you looking for
something, may I help you.
 Comfort the guest by providing him/her
place to sit and then inquire about the
belonging and inform Duty Manager in
case of any costly materials, and try to
search it in the area.
 “Sir/Ma’am, we are trying to locate your
belonging”
6. Feeling Lost/Worried  Look for the guest who appears to be

worried/crying or feeling lost.
 Approach the guest and offer assistance.
 “Sir/ma’am is there anything I can assist
you with”.
 Assist the guest as per the requirement
for things beyond your jurisdiction or
comprehension handover the guest to
your senior or supervisor
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7. Eve teased  Look for the guest who is feeling
uncomfortable with a group, and looking
for help.
 Inform team leader
 Take the control of the situation with the
help of security.
 Take the female guest away from the
situation and ask security to take control
of whole situation.
Process : How to receive guest feedback

Objective : To ensure delivery of service is fast and fault free
Responsibility : Security Supervisor
Materials Required: Notepad, pen

. NUMBER, TIME, QUANTITY, QUALITY,
PRECAUTIONS, PHRASEOLOGY ETC.)
1.  Check your grooming.
Speak with the guest
 Have a smile on your face.
 Script: “How was your stay?”
“I hope you are satisfied with the
facilities.”
1.  Maintain notebook date wise and write
Write down any suggestions
down any necessary suggestions.
 Tell these suggestions to your AMS at
the time of morning briefing.
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2. If any complaints  Maintain date wise complaint column
in notebook and write down any
problem if notified by the guest.
 Script:
“My apologies sir/ ma’am, I’ll put up
this matter to the concerned
department, and ensure to rectify the
problem as soon as possible”
Offer immediate service.
3.  Thank you very much for providing us
Provide return feedback
your valuable feedback.
4.  Discuss issue with the concerned
Check follow-ups
department and try to finish the work
as soon as possible.
5.  “Sir/ma’am, I hope everything is fine,
Take guest feedback
is there anything else I can assist you
with.”
Process: How to assist a sick guest

Objective : To ensure timely precautionary assistance is provided to the sick
guest in the hotel

Phraseology etc.)
1. Position yourself close to the guest,  At an arm length enable immediate
when called by the GRA physical support if required
 Spontaneously extend appropriate
help to avoid the guest from falling /
injury or loss of self control
 Script : “Sir/ma’am, How are you
feeling? Are you able to walk by
yourself or would you like me to call
for a wheelchair?
 Call for wheel chair
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2. Act as per the guest response  Offer him chair / wheelchair as per
the response
3. Assess the situation of the guest  Call the doctor if the guest wants or
the situation requires
 The doctor, manager needs to be
immediately communicated and
called
 Comfort the guest and assist in the
medication procedure
4. Offer assistance  “Please let us know if you require

any further help”
5. Call for ambulance  Location : Green Belt Parking
Process: How to assist an injured guest

Objective : To ensure timely assistance is provided to an injured guest
Responsibility : Security Supervisor / Security Assistant
Material Required: Writing Material

Phraseology etc.)
1. In case of an injury  Stay Calm
 Inform SO
 Notify the doctor and ambulance and
 Give your name
 Location of the injured guest
 Describe the guest and the type
of injury
 Do not move the guests injured part
2. Assist the doctor  In case of hospitalization assist the

doctor to lift the guest in the
ambulance
3. Evacuate as per the doctors advise  Ask doctor about the evacuation to
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the nearest hospital
 Driver to carry phone with him
 Ensure guest is always escorted
Process: How to handle complaining guest

Objective : To ensure maximum guest satisfaction is achieved by handling
guest’s complaint in a hospitable way
Responsibility : ASM, Security Supervisor, Security Assistant
Material Required: Writing Material

Phraseology etc.)
1. While receiving a guest complaint  Give the same courteous attention to
any complaint whether real or
imaginary
 Be attentive
 Show concern
 Be positive with “Yes I Can ” attitude
2. Take him away from the crowd  Only one person should handle the
complaints at a time
 Write the problem in the note book-
 Type of the complaint
 Date and time of complaint
 Actions taken
 Inform the SO or the concerned
department for which the problem is
raised
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3. If situation is out of control  Do not indulge in any fights
 Call SO
 Inform the problem to the SO before
he meets the guest
 Move away from the situation as
soon as SO arrives
Process: How to help pregnant women

Objective : To ensure the safety of pregnant woman
Material Required: Writing material, baton, whistle

Phraseology etc.)
1. Approach the lady  Speak politely
 Request her if she needs to be
seated
2. Guide her to nearest bench  Follow same as escorting with the

guests
3. Call wheel Chair  If need arises ask wheel chair after

getting consent of the lady
4. Request lady to sit in the mean time  “ Madam jab tak wheel chair aati hai,
aap yahan baith jain
 Offer glass of water
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Process: How to assist a physically challenged guest
Objective : Ensure safety of a physically challenged guest in the park
Material Required: Writing material, Walkie Talkie

Phraseology etc.)
1. Talk with the guest  Kneel or band down to the level of
the guest when you speak to him/her
 If the guest ask you a question,
speak directly to the guest, not to
another member of the party
 NEVER ask a guest with a disability
what is wrong with him/her
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Process: How to maintain the decorum at our premises with undesirable
guests
Objective : To present and maintain pleasant environment for our guests
Responsibility : All security staff
Material Required:

Phraseology etc.)
1. When the Guest is abusive  Isolate the guest
 Take him away from public glance
 Do not use force
 Show your concern
 Speak politely
 Note his grievances
 Do not abuse back
 Call ASM/Lobby Manager to into his
grievances
2. When Guest is violent  Sub due him with physical presence
of guards and own permanent staff
 Call these people from near vicinity
 Maintain aggressive posture to
keep him subdued
 Do not man handle
 Do not abuse
 Try and make him see reason
 Call ASM to control the situation
 Do not create panic
 Keep yourself cool and calm
3. When guest hits our own staff  Own staff not to hit him back
 Retain the guest
 Call ASM immediately
 Police help to be sought at the
discretion of CSO/Lobby Manager
4. If a visitor attacks with an intention to  Quickly immobilize the guest by
cause serious injury overpowering him
 Ask Help
 Isolate him from the others
 Search for fire arms with the help
from others
Process: How to monitor people/restrict black listed person

Objective : To maintain peaceful environment at our premises by keeping record
30
of such individuals
Responsibility : ASM / Security Executive
Material Required:

Phraseology etc.)
1. Identification of such guests  If looking or moving around in
suspicious manner
 On the basis of his past misdeed
our premises
 Photographs of such individuals to
be displayed in staff room
 Photographs of such individuals to
be displayed in staff room
2. Obtain the record from local services  Liaison with local police
 Seek photographs and related
information
 Display in staff room
 CSO /Lobby Manager to share
information with local police on
regular basis
3. If identified in our area  Immediately inform CSO /Lobby

Manager
 Keep him under observation
 Inform other staff members also to
keep him under strict vigil
4. Only CSO/ASM to contact them  CSO /ASM on being informed

should make a contact with such
individuals
 They would report him to leave the
premises
5. If the visitor is reluctant to leave the  Inform him that police help is being
premises sought and he would be ready for
the consequences
6. Visitor to be told that Right of  Display board at the entrance
admission are reserved with the  Guest to be told about this in polite
management but firm manner
7. Incase of lady Guest  Only to be dealt by CSO

/ASM/Lobby Manager
31
 On identification, keep them under
surveillance
 Inform own staff about their
presence
 In case in a group, the whole group
be watched
 Inform everyone about the
identification tools such as dress,
hairstyle, cap etc.
8. If such lady guests found in  CSO /ASM/Lobby Manager to

objectionable act immediately contact the guests
 Request her to leave the premises
 If found reluctant seek police help
or tell her to be ready for police
intervention
9. If she refuses to leave the premise  Call police immediately

 Let police handle her
 Request police to take her out so
that she does not become nuisance
to other guests
Process: How to react efficiently in fire emergency

Objective : To lay down an emergency fire procedure to minimize the loss
Responsibility : All team members
Material Required:

Phraseology etc.)
32
1. Basic Steps F- Find
I- Inform
R- Restrict
E- Extinguish
2. Find the location and type of fire  Find the location with the help of –
 Flame, if visible
 Smoke
 Spark
 Smell
 Sudden rise in temperature
 Find the type whether it is–

 Electric Fire- In case of any
spark electric fittings
 Liquid Fire- Petrol Kerosene
 Fire due to cloth, wood, paper
etc
3. Inform  Contact telephone operator

immediately
 Give name, exact location, size and
type of fire
 If phone is not working break the
glass of nearby manual call box
(MCB) to activate fire alarm
4. In case of small fire -

 Call guards/ own staff for your help
 Use suitable fire extinguisher
 Remove all possible combustible
material from the vicinity of the fire
 Wait until the fire fighting team
arrives
 Move out of their way
 Be available for questioning later
 Do not panic
5. Telephone operator to notify all  Telephone operator to notify the

concerned following-
 CSO
 ASM
 QRT
33
 Lobby Manager
 Electrical Room
 GM
 Chief Engineer
 Shift Engineer
 IT Manager
 Executive House keeper
 Manager F& B
6. Fire Fighting Procedure and  Fire Fighting team of QRT to fight

evacuation the fire
 CFO/CSO to inform the local fire
brigade and police in consultation
with GM
 Evacuation team of QRT to carry out
evacuation of the guests
 Evacuation only on order of GM
7. Move to Assembly area  Location –

 Guest to be guided through Main
Porch
 First aid team to be kept ready there
8. Arrangement at the Assembly Area  HR to carry out Head Count

Procedure
 Medical staff to arrange first aid
 Security Staff to keep ambulance
ready
 F&B Manager to ensure drinking
water arrangement
9. Positioning of Ambulance  As soon as the message of a fire

emergency is received, the SA/
driver on duty to immediately bring
vehicle at the parking
 Parking area guard to come and
assist the driver to get the casualty
inside the vehicle
10. Action by Para Medical Staff  To assemble at assembly point

 Move patient to safe place
 Move patients to fresh air if number
is more
 Do not allow crowding around the
patient
 Remove/ cut away clothes from
34
affected parts of the body
 Open buttons and loosen clothing’s
 Give artificial respiration, if
necessary
 Take the serious patient immediately
to Hospital through Ambulance
11. Actions to recover after the fire (By  Restore fire detection and
CFO and CSO suppression system
 CSO park to arrange for additional
security for cordoning off the area
Process: How to extinguish a fire

(A)
Objective : To train guards and other team members for correct use of fire
extinguisher while controlling a fire emergency inside the park
Responsibility : Fire & Safety Team member and guard
Material Required: Fire Extinguishers according to type of two

Phraseology etc.)
1. Operating Water / CO2 Type Fire  Carry extinguisher to the vicinity of
Extinguisher (Up right Type) fire
 Pull out the safety clip
 Press the plunger downwards to
pierce CO2 Cartridge
 Direct the jet of water to the base of
fire
35
 Use cylinder keeping in an upright
position
 Note : Length of jet approx. 6-8
mtrs for 60 seconds
 To be used for fire involving
ordinary combustible material such
as textile, wood, paper, jute etc.
2. Operating Mechanical Foam Type Fire  Carry extinguisher near the fire
Extinguisher  Lift ‘T’ handle or knob of plunger
 Turn it in clockwise direction and
rest the guide pin on ‘U’ notch
 Once pressure is felt remove the
finger and direct it on the base of
fire
 Lift, invert and shake the cylinder 2-
3 times by keeping one finger
placed on the nozzle till pressure
built up is felt against finger
 Range: 5-8 mtrs for 90 seconds
 To be used for fires involving
flammable liquids such as petrol,
oils, lubricants, solvents, paints
varnishes etc.
3. Operating CO2 type Fire Extinguisher  Remove safety clip

 Lift cylinder in an upright position
 Hold discharge horn in position
 Open the valve fully by turning anti
clockwise
 Direct the released gas at the base
of fire
 Range: 2-3 mtrs for a period of 20
seconds
 To be used for fire involving
combustible gaseous substances
such as LPG, Coal Gas, Hydrogen
and Acetylene
4. Operating Dry Chemical Powder  Remove safety clip

(DCP) – ABC Type Fire Extinguisher  Lift cylinder in an upright position
 Strike the plunger with hand to
pierce CO2 cartridge inside
 Direct the stream of powder from
discharge nozzle to the fire with a
side to side sweeping motion
36
Process: (How to extinguish a fire) How to operate hose reel hydrants
(B)
Objective : To train guards and other team members for correct use of fire hose
reels in hydrants so that the hydrants can be made operational
without wasting time
Responsibility : Firemen and guards
Material Required: Items used for fire fighting
S. Procedure Standard (Measurement, Number, Time,

No. Quantity, Precautions, Phraseology etc.)
1. Use of Rubber Reel (Length 35  Open the Fire hydrant cabinet door
mtr)  Tilt the hose reel outwards
 Start unrolling the rubber hose open 01
inch size hydrant valve
 Open quick shut off valve on the nozzle
and direct water jet at the base of fire
 Note:- Hose reel is connected to one
branch of 2-way landing valve
2. Use of RRL Hose (Length -15  Open the hydrant cabinet door
mtr)  Unroll the rubber line hose
 Connect its male coupling end to hydrant
valve
37
 If required, connect additional hoses
depending upon the distance between the
fire and the hydrant
 Ensure the length of hose in not kinked
 Connect water jet nozzle to female coupling
 Hold the female coupling with your left
hand and hold your left wrist with Right
hand to keep it intact
 Keep the hose pressed between the body
and right arm
 Throw of water can be adjusted by
regulating the hydrant valve
 Note:- 2-3 persons handle the canvas hose
 01 person at the valve
 01 person with the nozzle
 01 person with the hose
Process : How to conduct a briefing

Objective : To ensure staff is prepared to handle the ups and downs for an operational
day.
Responsibility : Executive
Materials Required: writing material
S.No PROCEDURE STANDARD (MEASUREMENT, NUMBER, TIME,

. QUANTITY, QUALITY, PRECAUTIONS,
PHRASEOLOGY ETC.)
1. Read the message book Read all the unread entries and acknowledge by signing.
2. Reach the place  Reach the designated place 5 minutes prior to the
briefing with the logbook.
 Check attendance
 Check for any absenteeism/ late coming information
3. Check grooming  Check staff grooming standard as per the company
norms.
 Check Handout for gentlemen.
 Check Handout for ladies
38
4. Discuss details  Discuss
 previous day operation’s snags
 Achievements
 footfalls
 today’s function
 expected guests/VIP’s/
 Check for any queries
 Solution’s for any previous day query
 Weekend and any special event rate
 Any other important information
5. Assign duties  Pre-assigned staff and free staff for an operational day.
 Assign duties to the free staff on the most crowded
areas.
 Other duties as per the need.
6. Communicate weekly weather  At the time of briefing communicate the “Weather
forecast forecast of the day” and then communicate the
necessary instructions and precautions.
7. Wish a good day  As per the time of the day
39
Process : How to allocate job responsibilities
Objective : To ensure appropriate duties assigned to the staff for an operational day
Materials Required: Writing material, Ready to Operate Tag, Duty Log or Deployment Register
S.No PROCEDURE STANDARD (MEASUREMENT, NUMBER, TIME,

. QUANTITY, QUALITY, PRECAUTIONS,
PHRASEOLOGY ETC.)
1. Check the ROT  Assess the number of rides available for the
day.
 Make sure that no repetition is made in

2. Check the previous day roster for the
allocating the ride in regards to the previous
assigned duties
day.
 Daily attendance
3. Check for the staff available for the day
 Check the regular off.
 Check for any other absenteeism
 Allocate them with an experience staff

4. Check for the new joiners
member.

5. Ensure that the staff reaches the
designated work area.
40
Process: How to make incident report
Objective : To keep record of sequence of action to facilitate proper investigation

Phraseology etc.)
1. Fill up the incident form (attached as  Note down details properly
Annexure A)  Fill all colums
 Be to the point
 Ensure no point is left which could
be vital for future
ANNEXURE ‘A”
ACCIDENT / INCIDENT FORM
41
Tenant Date and Time of Incident
Type of Incident Date and Time of Completion of Report
Place of Incident Estimated value of goods involved
Police/Fire Brigade/ Ambulance Called Yes …. Prepared by

No ….. Contact Person …….. Appointment
Person reporting the incident Phone No.
Person (s)/ Victim (s) involved Phone No.
Witness (es) Phone No.
Suspect (s) Phone No.
Brief Description of Accident / Incident (please attach separate sheet in case of requirement of
more space)
Action Taken
Remarks
________________ ____________________ ____________

Person Reporting the incident CSO GM
Process: How to carry out interrogation

Objective : To carry out investigation in an impartial manner to assist the guests
42
1. Taking down statement  Note down statements separately
 While noting down one statement the
other person should not be aware of this
 This is to be done to get different
versions of a situation
2. Compare the versions  Take down what is common and what is

uncommon
 Make your inference
 Inform the superior officer in case
anything important is found out
3. Always obtain guest information  Information to include name, address,

telephone no. (contact no.), two
references
 Cross check the information through the
references provided
4. Things to remember about  Guest with a complaint expect some

guests form of action or resolution taking place
 This action would include-
 Getting their name and address
 Calling superior officer who can solve
the problem
 Resolving the problem on the spot
 Convince the guest that you will take
follow up action and the situation will
not occur again
Process: How to carry out take over of duties

Objective : To ensure smooth transition of responsibilities from one shift to
another for efficient functioning
Material Required: Writing material, Duty Officer Form, Message book, work permits details, log
book. Duty roster, Any other relevant communication
43
1. Report to the Senior Most  Ensure you have checked in at the Time
Security Officer Office
 Check you are in complete uniform and
grooming
2. Read this log book message book  Read all unread details of the previous
and Duty Roster days
 Read completely
 Note down points for implementation if
any
 Acknowledge by signing
 Put time and date
3. Take over of equipment like  Choose a full charged set

CCTV, Search Torches  Check complete functionality
 Make necessary entries in register and
sign
4. Physically inspect the area  Check entire area physically

against the duty officers form filled by the
reliever
 Note down any variation / omissions and
clarify if needed
5. Plan for other responsibilities  Prepare for the briefing of the shift due to
arrive
 Delegate any task or responsibilities if
required
Process: How to dispose off lost and found articles

Objective : To take immediate steps to locate and hand over lost item to the
guest

Phraseology etc.)
44
1. Receiving information about the lost  If guest has personally contacted
item the staff to inform about the loss of
item, he should be taken to
information desk
 Guest to be requested to fill up the
lost article form
2. Carry out investigation for recovery  Likely place where the guest must
have lost the item
 Search
 Inform other staff members about
the lost item
 Result of investigation be sent to
information desk
3. Convey information about the result of  Information desk to inform the desk
investigation to the guest  In case, item found, inform them to
collect it from Security Department
4. Handling over of item lost but found  Security Department to carry out
check of genuineness of the guests
claiming the item
 Check the details of the lost item
 Cross check the reference given in
the lost article form
 If genuineness verified hand over
the item
 Take signature on receipt
Process: How to adopt correct procedure in case of Found Articles

Objective : To hand over the item to the genuine guest whom the article
belonged to

1. When own staff, whether  To hand over immediately to security
permanent or contractual finds department
an item  Place from where found be conveyed
 Take signature of person whom the item
45
handed over in a register kept at “Lost &
Found” Cell
2. Actions when item/s received by  Items to be classified as valuable and

the security department non valuable items
 Information Desk be immediately
informed
 The description of item be conveyed to
them
 Information desk on receiving any
complaint about the similar lost item, to
direct the guest to Security Department
3. Classification of items  Classification as valuable or non

valuable
 Valuable items be kept in lockers inside
CSO’s office
 Invaluable items be kept in lockers of
security room in the central atrium
4. Registering of found item  Proper entry be made inside found article

register
 Weekly record to be kept up by CSO
 Monthly report about the status be put up
to GM
5. Action on guests claiming a  Similar to “Lost items”

found article
Process: How to look for lost item

Objective : To trace the lost item at the earliest
Material Required: Walkie Talkie, writing material, writing material

1. On being informed about the lost  Note down the description of the lost
item item
 Take guest to the likely place where the
item must have been lost
 Carry out thorough search of the area
 Check the garbage bins and corners
2. In case item is not immediately  Note down the details in lost item register
found  Take down relevant details from the
46
guests
 Request him to contact information desk
for status
3. In case guests wants to lodge a  Guide him to the nearest police post
police complaint  Ensure that the report is lodged by the
guest
 This to be one to one between guest and
the police
 However, CSO/ ASM to follow up the
case from local police
 All cooperation to be extended to the
guests in future also
Process: How to keep accounting in case of cash is found

Objective : To keep a transparent record of cash received as lost item

1. When cash is found  Person finding it, to deposit this with
Security Department immediately
 Cash to be taken on charge on separate
“Found Register” for cash
 Notes (Rupees) of different denomination
be entered in the register
2. Procedure to keep proper  Cash be kept in CSO’s office

accounting  CSO to ensure proper entries in register
 Weekly checking of the cash is carried out
47
by him
3. Procedure in handing over the  Guest to come to security department to

cash to the guest claim the cash
 He must provide the following information-
 Place where he lost the cash
 How much cash
 Rupee note denomination
 If details are found correct, the cash
be handed over
 Name, address, contact number,
signature be taken on handing over
register
Process: How to handle and locate the parents/guardians of a lost child

Objective : To find the parents/guardians of a lost child at the earliest

Phraseology etc.)
1. On finding the lost child  Immediately inform the Help Desk
and control room
 The control room be located in
admin building
 In case child can tell his name and
parents name, note down these
details
 In case child is unable to give any
information, take down details of
clothes, age, complexion etc
2. Details to be conveyed to Help Desk  Name
48
and Control Room  Age
 Clothes colour, design etc.
 Any visible identification feature
3. Help Desk to make announcement on  Give out details as mentioned

PA System above
 Repeat the message 03 times and
then wait
4. Child be brought to the Medical Room  Child be kept in Medical Room

under the observation of the
medical staff
 Medical staff to ensure that child
does not get hurt
5. When parents come to help desk  Child be brought to help desk

 The medical staff to come along
 CSO/ASM to check the
genuineness of the parents
/guardians
6. When genuineness is established  The child be handed over

 Following details be obtained-
 Parents/ Guardians name
 Address
 Contact no.
 Taking over note stating that
the custody of child has been
taken when the child is in fit
mental and physical condition
 Fitness certificate also to be
signed by the doctor
 Details of any injury sustained
be also mentioned
49
Process : How to prepare a roster
Objective : To ensure proper holiday distribution and job allocation
Materials Required: Nominal Roll, details of Sundays, holidays, special events, availability of staff

. NUMBER, TIME, QUANTITY,
QUALITY, PRECAUTIONS,
PHRASEOLOGY ETC.)
1. Check for holiday’s.  Check for any upcoming:
 Holidays
 Festivals
 Assign or cancel off to ensure
proper manning is maintained in
the Shift for smooth operations.
2. Check for group blockings  Birthdays

 Events
 School groups
 VIP’s Expected for the day
 Inform staff and ticket supervisor
for the same.
3. Check for staff requests  Check for any special staff request
for off’s and replace the staff from
reliever
4. Check for any special function’s in the

Senate/TGKF/NLC
5. Allocate the duties and Off’s  Assign duties of new joinees with
an experienced employee to make
him learn.
50

Security Department Manual (SOP)

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STANDARD OPERATING PROCEDURE

Clarks Inn Group of Hotels

To be the leading destination in the Hospitality Industry through dedication to

Our Guiding Values:

CHIEF SECURITY OFFICER

ASST. MANAGER - SECURITY

SECURITY GUARDS DOORMAN

Clarks Inn Group of Security Mission Statement: -

“THE Security at Clarks Inn Group of Hotels is

S.NO. PARTICULARS PAGE NO.

General Routine SOPs

1. How to get the uniform issued? 9

2. How to report for briefing? 10

3. How to carry out takeover of duties? 11

4. How to check area of responsibility? 12

5. How to note and inform any discrepancies in area of responsibility? 13

6. How to monitor entry/exit in outdoor parking? 14

7. How to monitor the parking area? 15-16

8. How to monitor Main Porch? 17

9. How to monitor Lobby Area? 18

10. How to screen inappropriate articles at DFMD? 19

11. How to handle the disqualification of a guest at the DFMD? 20

12. How to send a person for refreshment/meals? 21

13. How to greet the guest? 22

14. How to escort and bid fare well to guest? 23

15. How to Identify and approach guest in need? 24 - 25

16. How to receive guest feedback? 26

17. How to assist a sick guest? 27

18. How to assist an injured guest? 28

19. How to handle complaining guest? 29

20. How to help pregnant women? 30

21. How to assist a physically challenged guest? 30

23. How to monitor people/restrict black listed person? 31

24. How to react efficiently in fire emergency? 32

25. How to extinguish a fire? (A) 33

27. How to conduct a briefing? 43 - 44

28. How to allocate job responsibilities? 45

29. How to make incident report? 46-47

How to carry out interrogation? 48

30. How to carry out take over of duties? 49

32. How to adopt correct procedure in case of Found Articles? 51

33. How to look for lost item? 52

34. How to keep accounting in case of cash is found? 53

35. How to handle and locate the parents/guardians of a lost child? 54 - 55

36. How to prepare a roster? 56

Process: How to get the uniform issued

Material Required: Keys of locker, pen

S. Procedure Standard (Measurement, Number,

3. Change in Locker Room  Come to locker room with the

Process: How to report for briefing

Material Required: Message book, Duty Forms, Note Books, Pen

S. Procedure Standard (Measurement, Number,

2. Acknowledge by signing on the duty  Use only black/blue pen

3. See message book  See the order for the day

4. Stand in an appropriate posture for  Grooming standard as per defined

Process: How to carry out take over of duties

S. Procedure Standard (Measurement, Number,

2. Check the details according to hand  Property on charge & so on

4. Sign on Hand over note book  Fill up date and time