Hotel Business Review Archives

Hotel security goes well beyond just protecting the property assets. Having a dependable, informed, alert and properly trained staff utilizing sound judgment that remains calm in a crisis is the foundation of good hotel security. But many other aforementioned tools and resources play a major role as well, including relying on employees and guests to assist in preventing many threats hotels face today.

In many parts of the world, and Asia, hoteliers’ and guests’ security concerns are already heightened. And although the risks in North America are generally lower, the threat level and appropriate design solution depends on the density, surroundings, and patronage of the specific property. Even a low-level threat — primarily due to local crime, theft by employees, theft from guest rooms, intrusion of homeless persons, and high levels of foot traffic in the area — merits design solutions to mitigate the threat. That is why wise owners are thinking seriously about security when they undertake a new project or major renovation almost anywhere today.

In a world of extremes the hotel executive isn’t immune regardless of the city or state they are located. As nightly news broadcasts provide the details of the latest flood or hurricane, terrorist threat, cyber attack or deadly food alert, the hotel executive must anticipate and plan for the unthinkable. Why, because it may unfortunately become a reality at the property or because the guests that are now checking into your hotel have just barely escaped with their lives, while losing all their worldly possession in their personal disaster.

This article identifies some of the risks that Hotel owners and operators face, and provides a guideline for Hotel Owners and operators to utilize various security measures to assist in identifying, preparing for and mitigating risk. Hotels and specifically hoteliers have been providing lodging and other hospitality services for guests for centuries. From humble beginnings as rests for pilgrims and other travelers to the gleaming mega structures that abound today, the most respected hoteliers provide not only comfort but one of the most important basic needs—safety.

Building a comprehensive proactive safety culture is critical in today’s environment. You can never underestimate just how important safety and security are. It’s easy to think about the almighty dollar, and many times “building a culture” sounds expensive, but it can be quite the contrary. Protecting guests and employees is of paramount importance for all of us in the industry. The properties that do it best adhere to a philosophy of active safety.

Security personnel and electronic surveillance do not typically offer sufficient coverage of hotel premises. Hotel employees play an important and crucial role in hotel security as they interact with guests, visitors and vendors in the regular course of business. Staff may be trained to mindfully look out for, identify, and report suspicious activity, giving security staff and hotel management the necessary intelligence and early warning upon which they may act to prevent crime or attacks against the hotel or its residents.

Hotels face a universal challenge: how to manage security without encroaching on guests’ privacy and experience. Hoteliers need to artfully juggle providing discreet security for their guests while ensuring that their stays are pleasurable. Due to their open-access nature, hotels present significant challenges to the management and security team. New York security professional, Craig Schwab’s article titled, “Access Control: Best Practices for After-Hours Operation” features tips for hotel management to implement as part of their business operations to ensure the safety and security of their guests, staff and visitors.

How often can we change an existing operational expense, into a cost saving enterprise? The security department is an often overlooked source of substantial expense reduction. It may pay for you to perform a cost-benefit analysis of security operations considering all related losses suffered across your business models. In this analysis, the associated insurance, legal, contractual and regulatory costs affected by these losses should be factored. The impact of negative press reports and its brand tarnishing effects can be quantified in lost revenue due to shifting customer loyalty as well.

Over the last several years, hotel security monitoring systems have evolved into useful tools that enhance overall safety and security. CCTV systems are of crucial importance when it comes to maintaining a secure property and providing safety for guests. New digital technology, such as high-definition and larger digital storage options have changed the way this technology can be used in these monitoring systems.

Guest safety is a top concern in hotels but inadequate lighting or landscaping that can conceal perpetrators can reduce guest safety and increase hotel liability risks. This article points out some of the more common failings in lighting and landscaping designs and provides suggestions on improving security. It addresses lighting around the perimeter of hotel properties and especially parking lots and addresses the difficulties in providing attractive landscaping with good security.

There has never been a time more significant than the past 10 years that has caused many hotel and lodging professionals to move security up the line in terms of importance and criticality. Across the nation, substantial dollars are being spent to establish, upgrade or enhance security in a wide range of applications. Often these increased measures of security cameras, restricted access control, employee training, panic systems, covert surveillance and overall awareness incrementally decrease the risk and threat levels of a lodging or resort property. However, is there a possibility that these efforts can be further improved upon to deliver a greater return on investment?

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.

Reviewing and employing proactive safety and security measures during the holiday season presents challenges within itself. This is magnified during holiday travels. Moreover, the security measures mentioned above are merely suggestions and are not intended to be official list of measures to take. Being aware of your surroundings, communicating with your family or travel companions and careful planning drives travel safety and security. Remember that the holiday is a joyous occasion, but security and safety must come first.

Resort security is no longer a second or third priority. Real dangers exist resulting in loss of life, destruction of property and ruined business reputation. Guests, patrons and public opinion fed by the media, expect reasonable safety and security at resorts where they vacation. Executive management must revisit their priorities and provide additional budgeting and organizational support for security. If the existing Security Manager or Director is not qualified for appointment to the Executive Management Team, a replacement should be hired. Finally, resort security officers, their appearance, ability to communicate and how professionally they respond, reflect the reputation of the resort and the competency of resort management. The consequence of inadequate security should not be underestimated.

The Security and Safety Awareness: High ROI article highlights advantages, challenges, and key elements of an effective hotel security and safety awareness program. When appropriately managed such a program equates to a high Return On Investment (ROI). Key program elements include: senior management buy-in; accountable program manager; adequate resources; accurate information and documentation; and communication, collaboration and training. These elements will contribute to high ROI by enhancing the protection of life; reducing or avoiding incident related injuries, reducing legal liabilities; safeguarding tangible and intangible assets, including enhancing the “hotel customer experience” which can have a significant impact on the hotel’s and corporate ROI.