Enhancing Guest Safety and Security in Hospitality Industry.

INTRODUCTION

Providing a safe and secure environment for hotel guests should be a top priority for any hotelier. From implementing the latest security technologies, to training staff on safety protocols, there are many steps hotels can take to enhance guest safety.

Controlling Access

The first line of defense in hotel security is controlling access to the premises and restricting entrance to authorized personnel only. Hotels should have a single, clearly identified point of entry to allow security team to properly screen all visitors. Other access control measures include:

• ? Installing electronic keycard door locks for guest rooms to track entries.
• Requiring keycards to access restricted areas like gyms, pools, garages.
• Maintaining a secure perimeter with barriers, fencing or surveillance monitoring.

Besides physical access controls, hotels should use security camera surveillance systems to monitor access points and track visitors. All entry and exit points should be captured by CCTV cameras, which can help deter criminal activity and help with post-incident investigations should anything untoward occur.

Staff Training and Emergency Protocols

Well-trained hotel staff are pivotal in recognizing and responding to security threats or safety issues on the property. Thorough training should include:

• How to identify suspicious persons or behaviors.
• Procedures for reporting concerns, incidents, and emergencies.
• Protocols for assisting guests during medical, fire or other emergencies.

It is critical that all guest-facing staff learn how to promptly and properly escalate occurrences while remaining calm and courteous to avoid panic. Training should be provided when staff are onboarded, with periodic refreshers to ensure readiness. Response plans should designate staff emergency roles, evacuation routes marked by emergency way out signs, and back-up communications protocols in case normal systems fail. Regular emergency drills will allow hotels to test and refine their protocols.

Guest Room Safety

While screening is done on visitors entering the premises, hotels must also ensure security within guest rooms. Staff (housekeeping, security and front desk) should verify the identity of guests and visitors before allowing entry. Other in-room precautions include:

• Installing interior secondary locks, latches, and door viewers.
• Storing valuables in secure in-room safes.
• Providing printed safety tips informing guests to lock doors, close curtains/blinds and notify the front desk of disturbances.

Certain category of rooms, such as rooms allocated to female travelers, may require additional layers of security, including extra locks, nearby CCTV camera surveillance or being located closer to emergency exits.

Public Area Safety

The multitude of public spaces in hotels also necessitates vigilant monitoring to deter threats. Staff should conduct periodic patrols across all public areas while security cameras provide constant video surveillance where permissible by law. Emergency way out signs should guide patrons towards exits in case of emergencies. Other public area safety guidelines:

• Ensure adequate lighting in hallways, stairwells, exterior paths with motion sensor lights.
• Remove objects that obscure visibility allowing hidden dangers or persons.
• Position the front desk with direct sight lines to the entrance and lobby.
• Mount mirrors and security cameras to eliminate blind spots.
• Install silent or panic alarms for staff to signal threats.
• Utilize CCTV analytics to detect suspicious behaviors like loitering.

While guest safety is the priority, measures must be balanced against guests’ right to privacy in areas like swimming pools, spas and gyms where surreptitious recording may be illegal or unethical.

Partnering with Local Law Enforcement

The most effective hotel security programmes entail cooperation with local law enforcement authorities. Police or Intelligence Service can advise hotels on deterring risks unique to the region and assist if an incident occurs requiring emergency responder expertise. Other partnerships can include:

• Inviting police to conduct security analysis walkthroughs.
• Developing data sharing networks of local hotels and police to track security threats.
• Participating in training exercises alongside law enforcement.
• Maintaining direct contact details for police liaisons.
• Formulating joint plans for responding to security incidents.

Teaming up with law enforcement as partners invested in community safety means hotels can augment their internal security capabilities.

Leveraging Security Technology

Technology infrastructure forms the foundation upon which hotels can deploy layers of electronic security measures. State-of-the-art systems should include:

• IP-based CCTV camera networks with cloud-based storage.
• Centralized software to monitor multiple security systems from desktop or mobile devices.
• Integrated alarm systems with motion detectors, panic buttons and other sensors.
• Electronic locking systems on entry points and restricted areas.
• High-bandwidth Wi-Fi across premises.

The capabilities of these systems can be expanded based on risk profiles by incorporating analytics, facial recognition, thermal sensors, or other emerging technologies. With cybercrime ranked amongst the top threats in the travel industry, IT security deserves equivalent attention to guard systems against hacking attempts.

Ongoing Assessments and Updates

With evolving security threats, it is essential that hotel risk mitigation strategies adapt as well. Hotels should undergo recurring assessments analyzing incidents, identifying ongoing vulnerabilities, and refreshing approaches based on findings. It is also prudent to budget for ongoing security system upgrades factoring in new equipment or features coming to market. For instance, analytics or artificial intelligence that refine detection accuracies. Through continual evaluations and system updates, hotel security can stay resilient against emergent safety hazards.

Conclusion

Guest safety is paramount from both a legal and ethical perspective across the hospitality sector. While no premises can be made completely risk-proof, this guide outlines internationally recognized best practices spanning access control, staff training, physical safeguards, partnerships, and technologies that hotels can adopt. Bolstered by robust security protocols and vigilant staff, hotels can foster reputations where visitors feel wholly cared for and protected during their stays. The most critical step, however, is a culture that places guest safety at the center of all operations, from hiring to everyday business conduct. By both telling and showing customers they are safe, hotels can earn rewards of trust, loyalty and positive word-of-mouth.

Operating in an increasingly security-conscious world, hotels that prioritize guest safety can distinguish themselves from competitors as trusted sanctuaries for visitors seeking hassle-free stays. With constant emphasis on training, technology upgrades, and resilience testing, hotels can continually adapt to mitigate risks as they emerge going above and beyond baseline security standards. The goal for every hotel should be not just preventing safety incidents but making security intrinsic to the guest experience

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Author: Joshua Abuor

Group Security Manager

Superior Hotels Kenya.