Hotel security is serious business

In the aftermath of the horrific attacks that occurred in April, one now encounters several security measures adopted by many hotels. During my recent visits to several hotels in Colombo, I found a range of different approaches to executing the security policy.

Admittedly, there is a common shift in focus towards the broader concerns of threats from terrorism. However, some hotels have as yet, not adapted to developing loss prevention strategies to its fullest.

It is recognised that there is a need to maintain a friendly and welcoming atmosphere within the hotel environment, without creating a ‘fortress mentality’. There is however a balance to be achieved, where those responsible for security are informed that there are robust protective security measures available to act against the threat of terrorism.

Any effective hotel security programme must enable the hotel to avoid preventable incidents and react swiftly in an appropriate manner should the no longer unthinkable happen. Three basic elements are intrinsically linked to making the programme successful, namely: „People

People

What I observed was that engagement with hotel visitors by the hotel in-house security (proprietary) staff was vastly superior to that displayed by the staff hired from security providers (contractors). The proprietary security personnel are often more loyal to the hotel, develop a camaraderie with fellow employees and have an opportunity for growth/promotions. More importantly, they are trained to meet the specific needs of the operation and taught to recognise the delicate balance between providing hospitality and security. On the other hand, the contracted security staff, who work for the interest of their employer (contractor), are less committed and loyal to the hotel and need to be micromanaged. High turnover in contractual hires, means staff here today – are gone tomorrow.

While hotels may install more cameras, baggage scanners and metal detectors, the best protection against future attacks is well-trained hotel staff. Every hotel employee, from housekeeping to bartending, needs to be trained in how to recognise ‘suspicious indicators’ of an imminent attack.

Procedures

The responsibility for planning and putting in place proper procedures for the implementation of protective security measures rests upon a dedicated security manager or a knowledgeable person within the hotel team. He or she must be involved in the planning of the premises’ exterior security, access control, contingency plans, etc. so that the terrorist dimension is taken into account.

Vehicle borne improvised explosive devices (VBIEDS) are one of the most effective weapons in the terrorist’s arsenal. A vehicle search regime at entrances to hotels is now been undertaken by most hotels. The other day, while my vehicle was searched at the main gate of this five-star city hotel, I observed a large delivery van driving into the hotel via the goods/service entrance that ran parallel to the main driveway.

On questioning the guard as to why the van was allowed to proceed to the hotel building unchecked, I was informed that checking was done at the goods receiving bays. Now, this hotel has several floors, housing guestrooms that are also located above the receiving areas. Apart from that, the main ballroom is also located in close proximity. So, whilst this hotel has established a visitor’s vehicle control access control point at a safe distance from the building, it is not the same safe procedure for goods delivery vans, etc.

Then, there is this other fivestar hotel where similar to that in most other hotels, everyone who enters, through the front doors, has to place his or her wallet, handbag, mobile and whatever items in their pockets/they carry, into a tray, which is then passed thru a baggage scanner. Apart from that, the visitor has to pass through a walk-in metal detector. Now, at this same hotel, one can drive and park one’s vehicle at the hotel’s car park, take the lift down to the lobby and enter the hotel totally bypassing any security check. This is indeed a very serious flaw in access control planning.

Hotels are either using walk-through metal detectors (WTMD) or hand-held detectors (HHMD). However, there appears to be an inconsistency in the procedures adapted by them. Some security checks require you to place the contents in your pockets (wallet, car/other keys, mobile, pen, etc.) in a tray as well as to remove the belt and wristwatch, whilst others allow you to wear the belt and watch.

Equipment

Metal detectors (hand-held or walk-thru) and scanners are now at the forefront in hotels. Vehicles entering the property are checked. Unfortunately, for many the inspections are cursory and unsophisticated, utilising in many cases only a mirror at the end of a pole for inspecting the periphery of the vehicle’s undercarriage. On the one hand, advanced security systems can be very costly; on the other hand, a sense of heightened security is itself both a deterrent and a reassuring offering.

Most hotels have WTMDS at the main entrance as well as at the separate entrance to the Main Ballroom. This makes sense, as on average, it takes nine seconds to use a walk through the metal detector on one patron, as against the average 16 seconds to use a hand-held metal detector. No small wonder that large queues form at the entrance to a wedding venue when only HHMDS are used.

It’s the same situation when a stream of vehicles enters the hotel, where a large event or function is taking place. The vehicle inspection system prior to reaching the hotel building creates an unavoidable queuing up of vehicles. Moving forward, new hotels on the pipeline, especially five and four-star properties and those that cater to a large carrying capacity, will have to seriously consider investing in a technology-aided vehicle inspection station.

It is worth remembering that measures considered for countering terrorism will also work against other threats, such as theft and burglary. Any extra measures that are considered should integrate wherever possible with the existing security. (Shafeek Wahab, Editor of Hospitality Sri Lanka, is a consultant, trainer and an ex-hotelier)