8. Once all pertinent information is obtained from the guest, an immediate search of the surrounding area is to be conducted prior to making inquiries about associate names of who were in the area where the theft occurred.
If the item in question is found it needs to be verified with the guest and returned. The Manager will handle this situation and apologize to the guest. Any inquiries of the guest as to the name of the person who took the item are not to be answered and the guest should only be advised that the proper authorities have been advised to handle the situation.
If the item is not found, and the guest makes reference to compensation, the Manager should advise the guest that because of the fact that we provide free safety deposit boxes and in room safes for the storage of valuables under the Hotel Innkeeper's Act, there is no liability on behalf of the hotel. If the guest wishes to force the issue they should be referred to the General Manager or the offer should be made to have the General Manager contact them to discuss the matter further. No further discussion should transpire regarding compensation after the above has been communicated to the guest except that the General Manager would be more than happy to discuss this issue with them.
9 Under no circumstances should any reference be made to the guest of any other possible thefts in the hotel which have happened in the past. No reference should be made that we suspect or have a person under surveillance.
10 Once all the information from the guest has been obtained and the area searched, the Loss Prevention Officer, and Manager, should start to formulate a list of those Associates who accessed the area where the theft occurred. This list should include everyone from the Engineer to Supervisor/Manager. Make sure contractors are also listed. When obtaining these names, it is important to be discreet; the information should only be obtained from the Associate's immediate Manager.
No reason or explanation needs to be given or should be given regarding the need for the requested information except that an investigation is being conducted. This is done to avoid causing any potential embarrassment to the associates or causing rumors to spread through the hotel.
Once a complete list is compiled, the Loss Prevention Department is responsible for conducting interviews and obtaining statements from