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Security & Safety

CCTV in Hotels: How much is enough?

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Co-authored by Alan W. Zajic, CPP, CSP

There is a constant reminder that video monitoring has become an important part of the business world and the hospitality industry is no exception. The constant bombardment of technology demonstrated in television programs and movies depict sophisticated monitoring and equipment that a large portion of the traveling public truly believes exists in every environment.

As a result the demands for sophisticated Closed Circuit Television (CCTV) systems continue to challenge manufacturers and the industry is responding with impressive analytics and capabilities for all environments including hotels and resorts. Real time monitoring of a hotel surveillance system can be done from a general manager’s laptop or smart phone virtually anywhere where there is internet access in the world.

This popularity of using cameras looking at employees and customers needs to be managed and utilized in a professional and productive manner when deciding to put a video monitoring system in a hotel environment. There is a balance between the responsibility of using this technology and any possible legal duty that exists with the sacred privacy of the guests paying for a temporary domicile. Assurance that a guest or employee will not be video recorded in a location where there is an expectation of privacy is very important.

Today's digital media; storage, analytics, capabilities

Technology is ever improving our ability to install and operate hotel surveillance systems. Today’s digital cameras and systems provide high quality cameras and recording that function very well in the hotel environment. It is highly recommended that a proper assessment to determine how much security the hotel actually requires be done as such systems can get expensive. Determining how many cameras you need, where they are to be positioned, what they will monitor, and for how long, are critical questions that should be answered prior to purchasing a CCTV system.

In a hotel environment, digital storage of video for seven to ten days is usually recommended. However, storage should be based on the type and frequency of activity occurring at the hotel. Additional storage can always be added at a later time if needed.

Digital systems can also provide analytics that can be useful in tracking individuals or inventory if needed. Most systems provide motion detection capabilities as a standard item that will activate recording. Beyond that, most hospitality environments do not need to spend the money on fancy analytics that they will never use.

Reality Check: No one is monitoring live; how useful is it?

If a video monitoring system is installed in a hotel there has to be a determination how it is to be utilized. If the facility is not large enough to support a full time security employee to conduct live, real time viewing of what the cameras are pointed at, the security value decreases. In these environments special consideration should be made not to Imply or state to customers that there is always someone watching when in reality there is not. One important measure to look at when deciding on installing a CCTV system is to do a comparative analysis of similar facilities within the immediate geographical area. You should know what the competition has because it will most likely come into play if an assault or death occurs and litigation is brought against the hotel.

There are benefits of having a system that records certain areas of a faculty 24/7 regardless if it is not constantly manned. There are criminology studies that demonstrate that the mere placement of an obvious video camera in a visible location can have a deterrent effect on certain criminals. It has no effect on a criminal who cannot be deterred or who simply knows that wearing a ball-cap low over the forehead will prevent identification and therefore possible criminal prosecution. There are also studies that demonstrate that it does not have a deterrent effect on criminals at all.

Whether a facility installs monitors viewable by the guests and potential criminals at the front desk, it is viewable by the clerk only, or it is locked away in an office is a business security decision. Whatever that decision is, the property and its owners need to be prepared to explain and justify that decision in front of a jury if and when a lawsuit is filed for a criminal event.

Hotel guest corridors and cameras: Invasion of privacy?

In many newly constructed properties CCTV systems include camera placements in hotel elevators and in guest corridors. If used properly these camera views can be helpful in several ways. The guest is also very aware of these cameras and their response will vary from pleased that there appears to be good security to wondering why a hotel needs to see when I leave my room and return?

In Las Vegas numerous hotels have had great success in solving crimes after they have occurred with the use of video from a guest corridor and elevator car. A push in robbery of a guest can be identified and often the perpetrator followed from the hotel room all the way out of the building. The traveling cables in all elevator systems installed over the last 30 years already have wiring for cameras which makes this installation cost effective. As an example at a Las Vegas property, properly placed cameras solved a murder several years ago. A prostitute and her pimp tricked rolled and killed a tourist. A housekeeper found the body a day later when she entered to clean the room. Due to the placement of cameras in the elevators, the elevator lobby, and the hotel corridor, the perpetrators were quickly identified and apprehended.

Entrances and exits: An important documentation function with cameras

It is also important when installing a CCTV system in a hotel is to obtain professional advice on equipment, placement of cameras, digital storage, and monitoring locations. Property maintenance personnel are typically not qualified to do these installations should be avoided and left to professional installers.

Entrances and exits are commonly referred to as choke points. If a camera is installed properly it can capture the identity or at least description of any person entering and exiting a hotel at any time. A camera installed inside the building and another outside pointed at each access door provides visible evidence of security awareness presence and documents all persons entering and exiting. This also is an important investigative tool that can not only help to protect customers and employees; it can also control internal and external theft of hotel property.

Additionally since one of the highest exposures to third party assaults in hotel environments is the parking areas this should also have consideration for cameras strategically placed for best observation, possible response and post investigation to determine the circumstances or to refute a false claim.

Asset protection: Monitoring the front desk and lobby

Regardless if the lobby is locked down during dark hours or it is a 24/7 access, the lobby, front desk, recreation areas, indoor pools and spas are quickly becoming areas where hotels install cameras. The benefits of reviewing activity that has occurred in these areas can not only improve security, it can also improve operational efficiency if utilized correctly.

It often isn’t recognized that internal theft and fraud can and does occur at the front desk. An example would be when front desk clerks have sold rooms and not entered them into the system, allowing the clerk to pocket the cash. In some instances clerks work with local prostitutes by providing them a place to go for a percentage of the profits in return for anonymity. And of course in today’s world of terrorism the ability to see who checked in under a certain name or who left a bag unattended in the hotel lobby can be critical and at times needed quickly.

Installing and utilizing cameras in these areas can assist in the detection of internal crime and help provide guest protection. It is rapidly becoming a best practice in all environments.

Inspecting attics and walls: The bad employee spying on our guests

In rare situations (but highly publicized) a rouge employee will install a hidden camera in attics or behind walls in closets. They may also merely make a hole through the same locations and peek through it to view guests and even employees. A periodic check of these areas of potential acts should be accomplished by professional and building maintenance supervisors. Very clever and creative covert video cameras and wireless transmission equipment can be bought at any spy shop or online by anyone including past guest or employees. This should be included in the daily, weekly and monthly inspections of guest rooms by housekeeping, maintenance and management.

Zajic This article was co-authored by Alan W. Zajic, CPP, CSP. Mr. Zajic is a Nevada licensed, Board Certified independent security consultant specializing in hospitality, gaming and retail security environments primarily in Nevada. He has over 30 years of practical hands on experience in security and surveillance operations to include Security Director for the Sahara Tahoe and High Sierra resorts in Lake Tahoe as well as corporate security for Del E. Web, Corp. in Nevada. Mr. Zajic is a member of ASIS International where he holds the designation of Certified Protection Professional (CPP) and is currently a vice-chairman and immediate past chair of the Hospitality, Entertainment and Tourism Security Council as well as being an active member of the Gaming and Wagering Protection Council. He is actively involved in the Northern Nevada and Las Vegas Chapters as well as the international security community. He was awarded the ASIS International “Outstanding Council Chairman of the year” for 2010. He is a member of the International Association of Certified Surveillance Professionals (IACSP) where he holds the designation of Certified Surveillance Professional (CSP) and is a member of the International Association of Professional Security Consultants (IAPSC). He is also a subject matter expert and Track Advisor for the American Gaming Association. Mr. Zajic can be contacted at alzajic@sbcglobal.net

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