Safety and Security in the Hospitality Industry - Challenges and Possible Counters

Since so little has been written about problems of security in the hotel industry, I thought to conduct in-depth analysis, using multiple case studies and field observations. Although there are many alternative ways that security can be organised, but based upon my observations and limited understanding I have highlighted challenges and suggested possible application of a differentiated model of security as contrasted to an imbedded model in which all employees are involved with security procedures.

Problems and perceptions of crime and security have grown dramatically in recent decades. Hotels/Hospitality based organisations feel the need to protect their investment, their employees and the general public from crime. There are not sufficient Security Personnel to provide adequate response and protection to these organisations. It is an incontestable fact that safety and security issues gained a much bigger importance in the last two decades in Hospitality. Changes in the World during the last two decades were enormous. Due terrorist acts, local wars, cultural diversities, regional issues, Religion Beliefs and natural disasters, that we were witnesses to, importance to Security has significantly increased in Hospitality. After the tragic terrorist actions of 9/ 11 a line of Hospitality Chains not only began to study problems of safety and security but these problems become a differentiated area of expertise in hospitality business. Security and safety has become a complex multidimensional notion with a wide range of components belonging to it: political security, public safety, health and sanitation, personal data safety, legal protection of tourists, consumer protection, safety in communication, disaster protection, environmental security, getting authentic information, quality assurance of services etc. Security has undergone a significant change: from a more or less passive factor it is now an active element of tourism, an imperative to act in order to protect tourists and their belongings as well as all the achievements of the industry.

It’s a known fact in the hospitality industry that hotels that fail to look forward will almost certainly be left behind in an increasingly competitive, globalised world. Hospitality world today faces many Safety and Security challenges but due to editorial limitations it’s impossible for me to mention all of them in detail so I am mentioning a few (but very briefly) :-

1.      Islands of Security: With increase in awareness of Electronic Security gadgets, hospitality industry has been on buying spree to ensure various electronic gadgets like Fire Alarm System, Access control, CCTV Surveillance, Intrusion Alarm, Attendance Management etc. but all of the traditional point solutions, which are installed to solve major threat and productivity issues, are difficult to deploy, manage and update, which increases operational complexities and overhead costs. All these disadvantages can lead to situations where organizations deploy reduced security and inferior policies.

2.      Physical Crimes: On a global scale a general increase has been recognized by the authorities and security experts. Terrorism, including the firing of weapons and disregard of human life, presents a major threat to global security. We need to accept that incidents can happen at anytime, anywhere in the world and no one is able to predict where the next attack will take place. Unfortunately, hotels along with restaurants, theme parks, cruise ships, tourist attractions and public transportation are classified as high risk and soft targets (South Asia and the Middle East are identified as the two regions where the risk of terrorism is greatest)

3.      Individuality Theft: Criminals from all over the worldwide try to hack into hotel networks in an attempt to steal guest identities, including creditcard details. Identity theft and credit card fraud is the new form of pick pocketing, but on a much larger scale. The number of compromised credit cards is expected to increase this and coming years.

4.      Cyber Attack: Hotels have to deal constantly with phishing attacks. These attacks simply bypass the defences that are in place. This applies to the hotel network, but also to the guest WIFI. Hotel WIFI-networks are notorious for their lack of security and therefore provide an open door for hackers and puts data from guests at a high risk. For example, a survey released mid 2013 by McAfee found 45% of the surveyed small to medium size business had been the target of an electronic attack. This is now potentially one of the biggest threat your hotel faces.

5.      Security Audit: The hotel industry is growing very fast and Hotels that belong to a chain or group require more physical audits in security then privately owned hotels in order to be compliant with group standards. Along with the huge number of hotels built in the last year, the number of auditors has not increased proportionally in every key market. The gap between the low number of qualified security auditors worldwide and new hotels built is getting bigger and bigger. This will result in complications in the future and a higher risk for hotels. The gap also leads to an increase in audit costs. The industry can expect that audits will be more expensive or be of a lower quality. The industry deals with the issue in different ways already. Some hotels are stretching the frequency between security audits, while others skip audit cycles completely to save money. Both trends lead to a higher risk to investors and hotel guests. Some hotel companies have started to implement a self-audit approach using qualified key people in the hotel to maintain security standards.

In today’s world, hotels have become second home for leisure travellers and second office for business travellers. With rising acts of terrorism on board, the tourists and travellers have become sceptical about security issues within the hotel premises and often safety quotient of the property. It is very important for Hospitality sector to counter the above mentioned challenges in order to stay successful and gain the confidence of their guests. Based upon observations and above mentioned challenges I suggest to use the following measures:-

1.      Cyber Security: Protecting Electronic Borders, as technology has advanced, so has criminals’ ability to exploit those new technologies. Property owners and managers should reassess cyber security about as often as physical security. Here are a few things to look for and consider as you evaluate your cyber security:

a.      Connect IT and security departments: Don’t keep a wall between the information technology and security departments of your property. The two departments should work together, because security is vital to both their jobs, and the two departments should conduct regular security meetings, perhaps as often as once a week.

b.      Upgrade to VLAN: One way to add more cyber security is to install a VLAN, or virtual network (VLANs often don’t require additional hardware). Installing this software can add another layer of security between your servers and potential hackers. Also, a common feature of VLANs is the ability to set up multiple wireless network names, which can have varying levels of security. Computers used for business and staff can have a high level of security, and guest WiFi networks can have a lower, easy-to-access level of security and be separated from the property’s network.

c.      Beware of social engineering: Not all cyber threats occur online. Social engineering and physical hacking of hotel computers pose a significant risk. Employees should have an awareness about the physical security of computers, access control, and passwords. Change passwords every three months. Also, employees should monitor the physical access points to a property’s computers and servers. Make regular patrols to look for people who are in staff-only areas of a property.

2.      Add Intelligence to video surveillance: Most properties have some sort of video surveillance of employee activities around sensitive areas, such as the front desk and cash drawer. But new technology enables another level of monitoring. Point of Sale integration enables hotel owners to match transactions with video surveillance, eliminating the need to watch hours and hours of video to find potential criminal activity.

3.      Maintain Security Minded Customer Service: Hotel Staffs are trained to embody a customer first, customer service model. While maintaining friendly, responsive interactions with customers is crucial, it is also important to vigilantly follow all security protocols.

4.      Meet and Greet: One of simplest, but most effective, ways of securing a property is to provide excellent customer service. “Engage customers you encounter” and Ask them about their stay and if there’s anything you can do to help. You don’t have to throw more labour at security. Just make employees a little smarter. By talking with people on your property, staff can determine if there’s a non-guest who may intend to commit a crime. Employees should also look out for people who don’t fit the profile of the hotel’s typical guest.

5.      Key Card Access Review: With a few pieces of hardware and minor programming, it is possible for a criminal to gain undetectable entree to millions of key card protected hotel rooms. Hotels need to ensure that their key card access systems are not vulnerable to hacking or unlawful access. Hoteliers should remind all guests of the security safeguards they offer and remind guests to use their lock bars/chains and bolts when retiring for the evening. Room safes or securing valuables at the front desk should also be recommended if available.

6.      Internal Theft and Fraud: Monitoring Employee Activities It’s a disappointing reality that hoteliers have to contend with employee theft and fraud. But theft and fraud can have a major impact on a property’s bottom line and guest satisfaction. This past year, a number of employee theft stories have made the headlines.

a.      Provide a sense of ownership: When employees have a sense of ownership in a property, security throughout the property will be much tighter. One method to promote such ownership is instituting some form of profit sharing.

b.      Boost employee empowerment: Related to ownership, when employees have a sense of empowerment, they’ll be able to solve safety and security problems quickly and often more efficiently.

7.      Establish Evergreen Background Screening Protocol: Not all hoteliers are as vigilant when reviewing the processes of their contract partners such as landscaping and security. Background screening should be an evergreen process, this is an important element of an ongoing commitment to safety and security. Re-screening employees annually can help hoteliers maintain the high level of quality staff they desire.

8.      Bolster Public-Private Initiatives: When private security works in partnership with law enforcement to respond to these issues, police officers have more time to focus on solving crimes and enforcing the law. The keys to success are the hiring of high quality security professionals who have developed quality relationships between all public and private groups - whether or not formal “partnerships” exist.

9.      Control After Hours Access: An around-the-clock security presence is a strong deterrent to unwanted activity and a clear signal to guests that your property is secure.

10.  Assess Location and Local Crime Statistics: Select the hotel location cautiously as all hotels are not created equal in terms of area crime statistics. A hotel in a rural community will have a very different crime profile than one in an urban market. CAP Index is recognized as the authoritative leader in quantifying the overall likelihood of crime or loss affecting a location’s safety, operational goals, or profitability. This knowledge is power and can lay the groundwork for your hotel’s safety and security plan.

11.  Security Officers that Welcome and Protect: Ensuring that the right type of person occupies this customer-centric security role is also important. It is important to identify candidates through selective recruiting resources like hospitality and concierge associations and conduct extensive interviewing to ensure they possess a high aptitude for customer interaction.

12.  Maintain Emergency Response Plan and Team: Proactive security efforts and emergency planning initiatives should also involve everyone with a vested interest in safety and security. As hotels proactively implement prevention and response plans for everything from workplace violence to natural disasters, security professionals are quick to recommend the involvement of local law enforcement agencies and first responders. Existing plans should be reviewed annually, and evacuation and response drills, as well as and other training sessions should include those external groups as well.

13.  Training: Given that security personnel are placed in the front line of an hotelier’s security force, it is vital that they have all the latest tools needed to handle emergency and crisis situations. Security professionals should be able to access training in a way that benefits their lifestyle whether it is online or classroom training.  It is critically important that all hotel staff be trained on appropriate security procedures for all high traffic areas including the lobby, front desk, baggage storage area, guest entry points, valet, and parking lot and receiving dock areas.

14.  Make time for safety meetings: Perhaps as part of a regular meeting, schedule time to talk about guest safety. Part of this time could also be spent watching training videos, handouts, which are a low-cost way to share information about guest safety and can train employees about how to spot suspicious behaviour.

15.  Evaluate and improve—Conducts weekly reviews of the property and prepare a checklists for staff to ensure areas, such as stairwells, are clean, safe, and well lit. If one knows of something that’s happened (if someone was robbed or there was an accident) that area should be quickly addressed.