Let's Discuss Bad Guest Behavior - And, How to Get the POLICE to respond to your Hotel

Let’s Discuss Bad
   Guest Behavior
And, How to Get the POLICE to
    respond to your Hotel

        Todd Seiders CLSD
        Petra Risk Solutions
   todds@petrarisksolutions.com

▪ Your Employees are “Shell Shocked” from the last
                   12 months of Covid.
                  ▪ Ever changing health code regulations, mask
                   wearing, plexiglass barriers, social distancing, who
                   was an “essential” guest, furloughs, reduced hours,
                   reduced reservations, the daily Covid infection
                   counts….
                  ▪ Your staff instead of providing “hospitality”, have
“Deep Thoughts”    become “rule” enforcers and thrown into managing
    by Todd        more unruly guest behavior.
                  ▪ Moving FORWARD as things get back to normal,
                   Businesses need to “tighten things up” a bit.
                  ▪ You need to discuss providing “hospitality” again,
                   but also take quicker and more decisive action.
                   Fewer warnings, more direct instructions to guests,
                   getting answers to questionable behavior, less
                   warnings, and MORE action.

▪ Hotels and Businesses are PRIVATE
            PROPERTY, including your parking lots. They
            are for the exclusive use of your guests and
            those people YOU AUTHORIZE to be there.
           ▪ Homeless, Skateboarders, people parking in
            your parking lot but not guests, CANNOT be on

  The       your property without your approval!
           ▪ Right to Refuse Service!
“BASICS”   ▪ Guests do have more rights and access up to a
            point. Their behavior will dictate your response.
           ▪ Do not serve non-guests if you do not want
            them at the Hotel (i.e. Homeless, etc.)
           ▪ Excessive CUSTOMER SERVICE is the best
            security! Crooks do not want to be noticed.

• Guestrooms are for Sleeping only.
             • Parties, card games, gatherings
               are only allowed with
               managements approval.
             • You decide on what activities
               are appropriate inside
               guestrooms.
Guestrooms   • Guestroom Hallways are for
               Guests Only
             • You must provide “Peace and
               Tranquility” to all guests.
             • If something is going on inside a
               room, ask questions, GET
               answers!

▪ If it’s an OBVIOUS party, shut it down now,
           and evict. (There’s booze, food, large crowd
           for size of room, music etc.)
          ▪ Ask for the REGISTERED GUEST. If they are
           not there, easy eviction, as your only legal
           obligation is to the REGISTERED guest.
 Take     ▪ Simply state they “violated your No Party
Action!    policy”. Hold the door open, tell people they
           must leave, block/cancel key door lock.
          ▪ No Warnings are required if it’s an obvious
           problem-take action!
          ▪ If it’s just a couple of people being loud, then
           a warning might be appropriate.

▪ Managers need to be more aggressive, sooner, on noise/
             parties/bad behavior, and not worry about internet reviews.
             Solve the problem before it grows into something
             unmanageable.
            ▪ Stop APOLOGIZING to BAD guests! Take control and show
             them you’re in charge.
            ▪ BACK UP YOUR STAFF! If a guest complains, don’t assume
Take More    the employee was wrong! Be more PROACTIVE. It will
             upset some guests, explain it’s all about SAFETY and

  Action     SECURITY and defend your staff. These are NOT normal
             times…..
            ▪ Guests DO NOT tell you how to run your business. You
             TELL THEM what is expected, and if they fail, you must
             take action. Doesn’t matter what their guest status is…
            ▪ Of course you try to please and accommodate! But if you
             do not get compliance, then you must take action
             decisively.

▪ City Attorneys/Prosecutors have very specific requirements for
                arresting someone for Trespassing…these requirements apply to
                all cities in CA.
              ▪ The business must show an exact DATE and TIME, that the ejected
                person was “admonished” about trespassing. The EMPLOYEE’s
                NAME who spoke to the trespasser, and a clear indication of a
                “Trespass Warning”.
              ▪ You should have a prepared “Trespass Warning” an employee can
   Take         read to someone you are ejecting from the property. See your PD,
                or email me for verbiage for the warning. It provides “proof” that

  Control       the person “knew” he was not allowed back on property.
              ▪ TAKE A PICTURE OF THE PERSON. They do NOT have to agree to

TRESPASSING     taking the picture. You can take a pic anywhere in public of
                anyone.
              ▪ Make a “Trespass” form, that has the date and time, employee
                name, the “trespass warning”, space to record the ejected persons
                name, description etc. Attach the picture to this form. Now the
                person cannot say “no one ever told me not to return”.
              ▪ Keep these forms in a “Trespass Book”. Available to staff, to show
                proof of the trespass warning in the past. The Police need this info
                (or form) to complete an arrest.

NO TRESPASSING NOTICE
Date:_________________________
Time:_________________________
Hotel Employee(s): ____________________________________
Trespasser Name(s): ___________________________________
____________________________________________________
Address:
__________________________________________________
Insert Photo Here
Physical Description: Male____ Female____
Height:_____________________

Weight:_____________________                                                                                              Picture Here
Clothing:

_______________________________________________
_______________________________________________
Hotel Room #(s) Involved:__________________________
Guest Name(s) Involved:
_______________________________________________
Police Response: Yes____ No____
Officer Name:
___________________________________
Police Report #:______________________
READ THIS STATEMENT TO ALL PERSONS BEING REMOVED FROM PROPERTY:
• This Hotel is PRIVATE PROPERTY.
• You are no longer allowed to be here and must leave immediately.
• If you refuse to leave, you will be trespassing under California Penal Code Section 602, and subject to immediate arrest.
• You are not allowed to return to this property at any time in the future.
• If you do return, you are subject to arrest for trespassing at the discretion of the employees.

Initials of Employee Supplying Statement:________

Brief Description of the Incident:
_______________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________________________________________________
__________________________________________________________________________________________________

▪ In talking to guests, tell them to comply, or you will call the
              Police. Sometimes just the threat gets compliance. Or, tell them
              “the police have been called and are already responding”.

            ▪ Calling the Police:
            1. Do NOT apologize to the Police for calling! DON’T DOWNPLAY
               the CALL! You need help, make sure you convey that!
            2. Use appropriate terms- “Trespassers”, causing a
Get Help:      “Disturbance”, have been “warned multiple times”, “refuse to
               leave”, “causing damage” etc.

 POLICE     3. If a guest even “hints” at getting physical with you, that
               translates to the Police as a “threat of violence”. If you were
               pushed/assaulted or weapons involved, convey that to Police!

            4. Do not have an other employee call Police for you, they cannot
               answer the questions by dispatchers. Call Police from the
               room or hallway directly.
            5. Be specific and direct with the Police.

Thank You!          My Contact is:
             Todds@petrarisksolutions.com
              www.petrarisksolutions.com