Pearson New International Edition International pcl tp indd 1

FRONT OFFICE : HUB OF THE HOTEL
FRONT OFFICE SEMANTICS
Identity theft:
Crime that occurs when someone obtains and uses another individual’s personal information
to commit fraud, theft, or both.
Terrorism
Hoteliers in a strategic city, an airport, and in facilities that serve large numbers of
guests and large group meetings must be increasingly concerned about terrorism. The
tragedies of September 11, 2001, and the August, 2003, truck bombing at the Jakarta
(Indonesia) JW Marriott show clearly that hotel security procedures must be updated
to address terrorism-related concerns. (For a riveting description of the aftermath of
the 9/11 tragedy at the World Trade Center Marriott, see the Web site locations
noted in the “Front Office and the Internet” section at the end of this chapter.)
Developing the proper response to a terror threat or actual act of terrorism
requires concentrated study and changes in the emergency plans and safety proce-
dures of many hotels. Figure 7 outlines some tactics applicable to the front office
department as the risk of terrorist attacks increase. Recall that door and parking
attendants are front office employees. When reviewing Figure 7, note that as the risk 
of terror attacks increases, more stringent requirements are needed. Even though restric-
tions may have a negative impact on guest service, they are intended to have a positive
effect on guest safety. The tactics suggested for times of the highest risk of attack were
in use at the time of the bombing at the Jakarta JW Marriott. The vehicle containing
the bomb was stopped as it entered the hotel’s driveway, about 40 yards from the lobby
entrance. The bomb exploded and killed 12 persons. Only one victim was inside the
hotel, and it is believed that the restrictive tactics that were in place saved lives.
Will door attendants need training to screen luggage and to assist persons
entering the hotel through metal detectors? Perhaps this is a rhetorical question.