INTRODUCTION
The hotel trade is constantly changing and responding to the traveller's needs. The move from a 'wayside inn' to the modern hotel with its international standards, continues with improved rooms, restaurants, bars, conference centres and other facilities. However, the majority of hotels remain small family run businesses but all must respond to the higher standards of accommodation and safety demanded by their guests.
Clearly, the guest is seeking secure and safe accommodation, not only for their own personal safety but, also, for their property, including their motor vehicles. In considering guest security and the integrity of the hotel, it is also appropriate for the hotel industry to address safety of the staff.
Thought, therefore, needs to be given to introducing unobtrusive modern security systems. This includes close circuit television (CCTV), card reading access control security training for staff and regular contact with other local hotels, businesses and police, concerning intelligence on hotel crime and suspects. In seeking to achieve this, the need to maintain a friendly and non-hostile environment is paramount.
It is recognised that funds are not always readily available to implement security systems. However, one of the key steps in securing a building is making the staff aware of crime problems and seeking their help and enthusiasm to prevent offences against the guests, staff and the hotel being committed.
A satisfied guest 'may'; return at a later date but a thief, pleased with his or her visit to your hotel will, doubtless, return to feed off easy ill-gotten gains.
Guests from various parts of the world have different concepts of crime and it is, therefore, difficult to provide all-embracing advice on crime prevention. It would also by inappropriate to unnecessarily raise the fear of crime in visitors coming to the United Kingdom.
Hotels are one of the few buildings that can be entered without restriction. In fact, the public is encouraged to enter. There is clear evidence that the more luxurious the surroundings of a hotel, the less security conscious are the guests. They frequently leave unattended bags containing valuables, in public areas whilst they visit facilities available in the hotel.
Hotels and their staff must accept that they have a responsibility to enforce hotel security. This may be achieved through physical and procedural crime prevention methods, staff involvement and designing out opportunities for crime.
CCTV
Good door and window locks, and Access Control are seen as a necessity for enhanced security measures. Building on this basic principle, CCTV is a sound addition to a security system and can provide the means to deter and monitor occurrences.
CCTV is now used in many public and semi-public places including airports, shopping centres, offices, hospitals and public buildings. This has resulted in guests no longer feeling uncomfortable with CCTV use in hotels.
Before installing any system, management needs a clear understanding of what is required from a particular camera, what crime they are trying to prevent and what incident response is required or available. Each camera needs to be carefully and strategically sited appropriate to the problem or need.
CCTV can have a deterrent effect on individuals but its main value is achieved in:
a) providing surveillance for a number of locations and
b) in recording evidence of incidents or criminal acts.
A camera, positioned watching the Reception area, is not only able to monitor the approach of a criminal but will also show who accompanied a guest or what property that guest was carrying. Frequently, property is left by a guest at the airport or in a taxi but is only missed after the guest has registered, with a subsequent claim being made on the hotel for missing property. Recorded entry of guests' movements in and out of the hotel may resolve such claims. Where possible, constant monitoring offers the best use of CCTV.
Cameras may also be used to monitor staff and goods entrances, ground and car parks.
The specifications for CCTV systems can often be very critical and engineering standard, quality and servicing back up can vary greatly.
Weather conditions, lighting levels, strategic positioning, picture resolution monitoring and recording requirements should be carefully planned and researched before outside contractors are given the opportunity to tender, supply or install.
ALWAYS IDENTIFY YOUR NEED AND PROBLEM PRIOR TO INTRODUCING CCTV.
STAFF EMPLOYMENT
It is understood that employing good staff is not always easy. However, when considering staff for hotel employment, references must be obtained and taken up before the operative starts work. In urgent cases, enquiry by telephone, with immediate confirmation by FAX on company letter headed paper, can offer a solution. All employees should know their Conditions of Service, particularly in relation to:
i) Property found ii) Security of guest rooms iii) The possibility of being randomly searched
All these matters should also be clearly re-iterated on Induction and at Staff/Management meetings.
STAFF TRAINING
Security of the guest and his/her property must be seen as a vital element in the service delivery of a hotel. Staff should always be seen as a major influencing factor in hotel security. It is impossible to rely on guests but properly motivated staff can take an active part in crime reduction. Their suspicions should always be responded to and encouraged by management.
Staff training should incorporate both a re-active and pro-active approach.
The value of 'key security' has been discussed but it is pointless to have modern security and access control systems if staff are going to open room doors on request, without challenging or reporting suspicious persons. If someone is seen in the corridor and they are suspicious, staff should approach and enquire if they can help the guest. The genuine guest will appreciate the courtesy but the criminal will feel uncomfortable and, doubtless, leave the hotel for a less threatening location. Staff should then report their suspicions immediately to management or hotel security.
Recent years have seen a change in the trends and types of crime committed. Management needs to make staff aware that some hotels are being used covertly, as quiet and private locations from which to conduct drug transactions. Here, again, any suspicions need to be reported immediately.
Terrorist activity in this country is low compared to other areas of Europe. However, in order to respond to this threat it is necessary to establish 'contingency plans' dealing with assessing the threat, searching premises and, if appropriate, evacuation.
The latter two cannot be achieved without the understanding and involvement of staff. A formula for dealing with BOMB THREATS at hotel premises is a requirement.
NB: Remember, excellent physical security measures such as Access Control can be compromised by poor staff procedural discipline.
Copyright - Corden Consultants
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