call the police immediately.

case analysis

contents

1. lobby case

2. guest room case

3. restaurant case

4. vehicle case

5. guest fall case

6. fire fighting case

1. lobby case

1. multi-role fraud: Xiaoyao quickly consulted the relevant information in the housing registration and reported several names to him. The other party confirmed that one of them was the person he was looking for. Without thinking, Xiaoyao told him the room number 818 of the Chinese American.

After a while, the hotel reception desk received another call. The caller claimed to be a "Chinese-American" in Room 818, saying that he had a nephew surnamed Xie coming to see him. At this time, he was talking about a business and could not come back immediately. Please ask the waiter to give his room key to his nephew and let him wait in the room. Xiao Yao who answered the phone readily promised.

After a while, a young man in a stiff suit came to the service desk and claimed to be Xiao Xie, asking for the key. Xiaoyao saw it and thought it was really good, so he gave the key to room 818 to the young man without any worries.

In the evening, when the real Chinese-American returned to his room, he found a high-level password box missing, including a passport, thousands of dollars and some jewelry.

The above is an ugly drama that a criminal youth plays the roles of "friend of Chinese-American", "Chinese-American" and "nephew of Chinese-American" respectively.

a few days later, when this mysterious young man appeared in another hotel and used the same method to engage in fraud, he was caught by the receptionist and security guard at the front desk who were highly vigilant and strictly followed the hotel rules and regulations and service procedures.

Evaluation:

Impersonation is a common trick used by bad guys to commit crimes in hotels. In contrast, the fraud of the young criminal in this case is really not very clever. As long as the receptionist at the front desk is vigilant and strictly follows the rules and regulations, the criminals' embarrassment can be completely prevented.

first of all, according to the hotel's usual regulations, in order to protect the case of the guests staying in, their residence is strictly kept confidential. Even friends and acquaintances who know their names and other information should refuse to ask for their room number. The alternative method can be to call the guest's room for the visiting or caller, and the guest can talk directly with the visiting or caller; If the guest is not in, you can ask the visitor to leave a message or call to leave a message, which will be forwarded or conveyed to the guest by the front desk. This not only abides by the hotel's rules and regulations, protects the guest's case, but also communicates the contact between the guest and his friends and acquaintances. In this case, the caller can't even name his friend, which is suspicious, and the receptionist at the front desk should refuse the request.

Secondly, it is totally unacceptable for "Chinese Americans" to ask the front desk to let their "nephews" get the keys and wait in the room. Because according to the hotel regulations, anyone can get the key to enter the room only with the accommodation card. How to prove the legitimacy of visitors by "entrusting" with an unidentified phone call? The receptionist at the front desk easily agrees to others' "entrustment" based on a phone call, which obviously violates the service regulations and is very inappropriate. If the front desk can handle this second level well, there is still time to stop the criminal fraud plot.

2. Guests exchange money at the front desk

It's actually a cover-up for magic. The main means are to deposit money and exchange small money for big money. The main skill is to smoke and smoke the waiter to distract himself or ask for red envelopes.

Case (1) There is something fishy in the large amount of money exchange

On the evening of October 29th, 2114, the security department received a report from the staff of the front desk: half an hour ago

Cashier A at the front desk didn't know what was going on, and she was short of RMB 1,111 in cash. The security guard immediately replayed the monitoring, and found that a man in his 41 s arrived at the front desk and asked for a 3,111-yuan 51 yuan face value instead of a 3,111-yuan face value. After the waiter changed, when the man took the money and nodded, his left hand began to tamper with it (of which 1111 yuan was hidden in his palm), and then he put the tampered money back in front of the waiter and asked to change it into Hong Kong dollars or US dollars. When A replied that domestic guests didn't provide foreign currency exchange service, the man asked to change the 3111 yuan back to 51 yuan face value. Because of A's carelessness (thinking that it should be no problem to put the money where she can see it after counting), she returned it directly to the cashier drawer without counting it when she recovered the money, and returned the cash with a face value of 3,111 yuan just now from 51 yuan to him. After the fraud was made clear, the security department immediately notified all departments and carried out corresponding training, and finally reported it to the public security organ for the record.

[ Analysis] Hotels are service industries, and we have been establishing the service idea of "taking guests as the center" when receiving training. However, it is worth noting that the

products of hotel services should be based on hotel products. In this case, the service of the receptionist at the front desk is admirable, but she lacks vigilance. In the daily service of the hotel, we should keep a certain vigilance against some guests who

have no normal consumption but ask for other services, and don't

let them take advantage of it.

case (2) cheating

a hurried man came in the lobby and ran straight to the cashier at the front desk. "young lady,

change 5111 yuan for me quickly. I'm waiting for it urgently! " As he spoke, he took out a

cowhide envelope, and a thick stack of RMB was exposed. The cashier said, "Good

sir, how do you want to change it?" The cashier took the money from the man and counted it carefully. The money counter has been checked, and there is no problem. "Oh, please change all of them into 51 yuan's. No need to check them. My money won't be counterfeit." The guest still looks very anxious. "Please wait a moment." The cashier carefully counted enough 51 yuan RMB and handed it to the man. The man took the money, counted it and put it in a brown paper bag. He was about to turn around and suddenly turned around. "Miss, you'd better change it all into 111 yuan." Then he took the money out of the kraft paper bag again and gave it to the cashier. Because I personally counted the money, the waiter only counted it and put it in the cupboard. Soon, 51 111-yuan bills were handed over to the guests, "Please keep them". The guest put the money back in the kraft paper bag. The guest turned around and took a few steps, then turned around hesitantly, smiled at the cashier and said, "Miss, I'm sorry, I still haven't made up my mind. You'd better change it to 51 yuan. Please, I have something special today." After that, he took out the money he had just counted from the brown paper bag and gave it to the cashier. The cashier took the money again. Because he had counted the money twice, he put it in the counter without counting it this time, and handed it to the guest again. After the guest took the money, he counted it again. After confirming it, he showed a satisfied smile: "Thank you, Miss, the service in your is really good." Then he strode towards the door of the hotel. After the guest left, the cashier thought more and more wrong, and took out the money that the guest had just handed in his hand and counted it. There were actually seven bills with a total of 1,111 yuan missing! The cashier was shocked on the spot.

[ Analysis] This kind of fraud means using a special envelope or

paper bag with a sandwich inside (which can hide several bills) to commit a crime alone. By changing money, when the front desk is busy, change different currencies repeatedly in front of the cashier, and commit crimes when the cashier is bored and relaxed, so as to achieve the goal of "changing less for more". Mostly at the reception desk. For the prevention of such fraudulent means, the waiter should carefully count the number when changing money, and can only change money after confirming that it is correct, and can't take it lightly. Notify the monitoring center immediately if any abnormality is found, and focus on monitoring such guests, so as not to give fraudsters the opportunity to exploit loopholes.

case (4) changing money

At 21: 31 on September 7, 2114, a guest with a foreign accent, Wang, smoked

cigarettes and came to the front desk to ask for the money to be deposited. The front desk lady told her that non-lodging guests could not

deposit it, and Wang immediately asked for accommodation and took out 6,111 yuan to the front desk lady. At this time, the front desk lady felt the smoke. After counting it four times, it was confirmed that it was 6,111 yuan in cash, and then the money was put in the drawer. At this moment, Wang XX suddenly said that he could not save it and asked to return it to him. When the receptionist at the front desk took out 6,111 yuan to return it to him, Wang XX took it with both hands, but did not put it in his pocket and bag. At this moment, he said that he would change the face value of 51 yuan into a large bill with a face value of 1,111 yuan (at this time, he had sneaked away 2,311 yuan by the receptionist at the front desk). When the receptionist at the front desk saw that the 6111 yuan handed to him was not put into the bag, she still handed it back to her intact. Thinking that it was still 6111 yuan, she agreed to her request and exchanged 611111 yuan bills for Wang. After receiving the money, Wang XX said that he would not stay and walked out of the hotel door with the money.

[ Analysis] After the incident, a report was made to the public security organ, and the hotel industry association was informed

. At the same time, all the brother hotels were invited to conduct an investigation. If similar suspicious personnel were found, they were given

attention and informed. At the same time, the hotel stipulates that when guests exchange small bills for big money, they must be operated in the presence of security guards. Avoid similar losses from happening again.

Case (5) How to make red envelopes

On February 28th, 2113, a guest came to the hotel restaurant, claiming to be surnamed Wang. After

eating, he came to the cashier and asked the cashier to give him 11 red envelopes, saying that he would share them at the end of the year. At the same time, he took out 8,111 yuan and demanded that all of them be changed into 111 yuan. After a while, he took all the money out of the red envelope bag and said that he would change it into 51 yuan face value. This was repeated several times. In the process of repeated money exchange, the cashier did not find that Wang XX secretly hid a part of the money (1311 yuan), thinking that the amount of 8111 yuan had not changed, he still exchanged it for him at the last time. When Wang XX thought he had succeeded, he was stopped by the security guard when he wanted to leave the hotel after changing money.

Analysis: It turns out that Wang XX was in the process of changing money at the cashier's desk, but the cashier didn't pay attention to the action of

secretly putting some money into his trouser pocket, and the controller got a clear view from the monitor. When Wang XX wanted to leave, he informed the public security guard to stop him on the spot, and took him to the consumer control center for inquiry, and at the same time alerted "111". The late Wang XX returned the defrauded 1311 yuan and was investigated for criminal responsibility by judicial organs according to law.

Remarks: (1) Do not provide convenience unless you are a guest.

(2) Security guards must be present to provide convenience for guests.

2. Cases in guest rooms

1. Breaking and entering through windows (doors and windows are not locked)

2. Being robbed while staying in the hotel (criminals followed the guests into the room, tied their hands and feet, shut their mouths, stole cash and valuables and fled the hotel)

3. Fishing theft (ground floor rooms, criminals used bamboo poles to pick the clothes or other valuables of the guests). )

5. Articles in the guest room were stolen (foreign wine, murals, handicrafts and computers equipped in the guest room were stolen, and they left directly without checking out)

6. High-tech crime (stuffing chewing gum in the lock hole)

Mr. Liu and his wife stayed in Room 1112 of a hotel during the "Eleventh Golden Week", and

on the morning of the third day of their stay, they bought some local products and put them in the room. When the young couple hurried back to the hotel, ready to pack their bags and go home, they found that the room was a mess. Someone entered the room when they went out to eat and robbed the valuables in the room! Mr. Liu realized the seriousness of the problem and immediately notified the hotel's security department. The security personnel rushed to the scene. According to Mr. Liu's verification, a platinum necklace and a laptop were lost, with a total value of more than 21,111 yuan. Asked if Mr. Liu had given his room card to others, Mr. Liu was very sure that it was just a room card, and he always took it with him, and he also took the door when he left the room. Eleven-storey room with no balcony, where did the thief come in? Security personnel inspected the scene while checking the surveillance video, which showed that two men had pushed through the door. After careful inspection, I found traces of chewing gum on the door. The security personnel suddenly realized that Mr. Liu was followed by thieves when he came back from shopping. After Mr. Liu opened the door, he did not pay attention and stuck a ball of chewing gum on the magnetic card lock of the room door. When Mr. Liu put down his things and went out to eat, he thought that there was a reset device on the hotel door, so he took the door with him and left in a hurry without verifying whether it was closed. Looking at the video further, the picture confirms this inference: since Mr. Liu checked in, two men have been wandering and stepping on the floor. When Mr. Liu came back from shopping, he followed him and stuck gum on the magnetic card lock when Mr. Liu was not paying attention. After Mr. Liu walked out of the door and thought that the door had been closed, the gangster broke into the house?

[ Analysis] Theft cases of guest rooms often occur in hotels, and criminals use various means to commit crimes, which are always tried and tested. The occurrence of the case caused property losses to the guests and brought extremely bad negative effects to the hotel. Before committing a crime, criminals will step on the floor, observe, take advantage of the time difference between guests going out, open the door by various means, or connect rooms, which is easy to climb, or break into houses without closing doors and windows. In order to prevent the theft of guest rooms, security personnel should make a good patrol, take the initiative to interrogate suspicious personnel, and persuade those without room cards to leave in time. At the same time, the monitoring center should always pay attention to the situation of guest rooms' floors and deal with problems in time. The floor attendant should have high vigilance, pay attention to asking suspicious personnel or informing the security department, and remind or close the doors and windows of the guests in time.

Remarks: (1) Criminals have visited the scene more than once and are familiar with the crime environment;

(2) The monitoring facilities are in good condition, and the monitoring personnel have a strong sense of responsibility

(3) Ask the guest service personnel in time and inform the relevant personnel to keep a high degree of vigilance

(4) Operate according to the standard to prevent criminals from exploiting loopholes

(5) The security personnel pay close attention to the personnel carrying articles in and out of the hotel

(6) Make frequent rounds and inspections

. After the loopholes appear, how to recover and how to deal with them depends on the assistant manager of the hotel lobby.

at 11: 11 in the morning, Mr. Wang, a guest in Room 1914, claimed that his 11,111 yuan cash was stolen in the room. be on duty