Hotel Security: AU Explores Industry Concerns and Solutions

Business and leisure travelers frequently check reviews, amenities, and location prior to booking a hotel. However, most hotel guests neglect to research security measures prior to their stay. These tools are not typically highlighted on a hotel website or at check-in, both to keep such information out of potential criminal hands and to avoid alarming guests. Hotel owners want to put their guests at ease and a lengthy list of safety and security features may cause concern. As such, property owners and managers undertake the enormous responsibility of overseeing the safety and security of all guests and visitors to their hotel.

Hotel guests have a right to feel safe and secure on property and it is the responsibility of the hotel owner and management to protect all those enjoying the property from any foreseeable harm. Allied Universal, a hotel security service provider, urges hoteliers to implement the following security solutions:

Maintain Security Minded Customer Service

Front desk staff and valets 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.

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….Hoteliers should remind all guests of the security safeguards they offer and remind guests to use their lock bars and chains and dead bolts when retiring for the evening. Room safes or securing valuables at the front desk should also be recommended if available. 

Establish Evergreen Background Screening Protocol 

While the hotel industry is ahead of the curve on ensuring that applicants complete comprehensive background screening, not all hoteliers are as vigilant when reviewing the processes of their contract partners such as landscaping and security. In addition, background screening should be an evergreen process….Re-screening employees annually can help hoteliers maintain the high level of quality staff they desire. 

Control After Hours Access

For maximum safety, posting security personnel at front entrance and other access points is vital. Security personnel are able to report suspicious activity, conduct property tours and protect guests and guest information from outsiders. This effort shouldn’t end when the sun goes down and foot traffic in the lobby slows. An around-the-clock security presence is a strong deterrent to unwanted activity and a clear signal to guests that your property is secure. Also ensure that your up-to-date closed circuit system is tracking all of the hotel’s public areas, including the parking lot, gym, restaurants, loading dock, etc.

Assess Location and Local Crime Statistics

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….This knowledge is power and can lay the groundwork for your hotel’s safety and security plan. 

Security Officers that Welcome and Protect

Hotels must foster an inviting atmosphere for guests while ensuring safety and security. Presenting security personnel in a customer service role with officers dressed in upscale business clothing rather than traditional police or military style uniform, makes for a more accessible presence. This careful balance of customer service and security requires experience, specialized training and supervision. When your guests feel that they are both welcome and watched-over, they will feel more comfortable. 

Maintain Emergency Response Plan and Team

The collaboration between law enforcement and private security needs to extend beyond on-the-spot information sharing. 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. 

Commitment to Ongoing Training

Hotels are held to extraordinarily high standards with regard to safety and security. 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. The open environment fostered by hotels is welcoming to guests and visitors but, unfortunately, also creates vulnerabilities that must be addressed. Ensuring that all public spaces are continually monitored by staff and security personnel is crucial in maintaining a hospitable environment.

Read full article at Allied Universal.

Victims of Hotel Security Negligence: What Are My Legal Options for Justice and Compensation?

As each case and property is unique, victims of hotel crime should speak with an experienced security negligence firm as soon as possible to ensure all evidence, such as surveillance footage or broken lighting, is preserved and their best interests are protected.