| It is unfortunate the computer and its many communication facilities can, at times, be a problem
for the lodging industry. Recent telephone pranks have been a problem during the first half of
2009. From Canadian Broadcast Corporation sources, it was reported in February, a guest was
called in a Canadian hotel and instructed to throw the television and mini-refrigerator through the
window as there was a gas leak in the hotel and this would help increase air flow in the hotel.
Presumably the call was from the front desk staff. The guest was also to pull the building fire
alarm. He did and all guests and staff became involved in the hoax.
"Chat room" comments provide a warning to the lodging industry as news of the hoax spreads
quickly. Comments included:
This "prank" was allegedly done by a professional scammer, Dex, {who has already been
banned for pranks under a program called paltalkscene.). He is now operating a room on
a program called beyluxe.
The commenter's further conjecture alleges the perpetrator does these acts as a "heartless
prank to get a laugh out of peoples' misfortunes. He has gotten people to perform sexual
acts and has personally embarrassed people and ruined their lives.
It is further noted the perpetrator has cd's which he sells to make money off his illegal
acts. (Editorial note: Such action may assist in intercepting the individual)
Another commenter notes "people in hotel rooms will believe anything you tell them if
you claim you're from the front desk."
A copycat incident was reported in early June in Conway, Arkansas where a telephone hoax
from a presumed representative of the Grinnell Corporation claimed there was a problem with
the hotel's fire sprinklers and it was necessary for the staff person to pull the building fire alarm
to reset the system. Additional instructions resulted in about $50,000 in damage to the property
through broken windows and damage of a sprinkler head resulting in water damage to carpets,
furnishings and the electrical system.
.
Other incidents have been reported in Salt Lake City and New Orleans. With similar instructions
to destroy property, activate the fire alarm and create as much chaos as possible. Some have
involved staff and others the guest.
The following strategies should be considered:
Employees -
Establish a roster of 800 numbers for emergency calls to all your major systems'
installers or maintenance contractors for such systems. This permits confirmation of an
emergency call from the service organization.
Work with local response organizations - police. fire, HAZMAT, local DHS officials or
other appropriate response teams in the community for procedures for response to verify
an emergency situation at the property. Decide if they should be called immediately or
after a confirming call to the systems provider and/or maintenance personnel.
The incident will invariably be implemented at night when the staff level is at its lowest.
If the organization has a watch engineer and security supervisor assigned, involve them in
investigation as to whether there is a gas leak or other emergency situation.
Never put a call through to a room number if the caller does not provide a guest's name.
When such a call is refused, the perpetrator may use the excuse of being a pizza or other
fast food outlet and he didn't get the name and wants to verify the order. Ask for the callback
number so the guest can call back if the transaction is "for real." It will be rare an
order has been placed.
Guests -
Work with your communications and legal offices (probably at corporate level.)
Determine the method to be used for advising the guest of the phone prankster scam.
Emphasize the importance of immediately calling the front desk to verify whether
there had been a call to the guest room. Advise against breaking windows or
sprinkler heads or throwing items from the hotel room. The front desk should be the
control center even if the call to the room allegedly originated in engineering, security
or other hotel department
Be sure all hotel courtesy phones (house phones) go through a central board to avoid
a prankster calling without an intercept.
As always, please share any strategies you may have developed in controlling phone pranksters.
Email to raycellis@gmail.com. |
Article
The Dark Side of Cyberspace