Prioritizing hotel security—the goal of every hotel owner is to provide safe, secure accommodations, while also offering friendly customer service.
It’s crucial to have robust security measures in place that keep both your guests and employees safe. Not only does inadequate safety and security put the property and its guests at risk from problems like theft, but hotels can also be held liable for criminal acts committed on their property. One act of violence or crime against a guest can destroy a hotel’s reputation.
While hotel security technology is moving into the cyber security sector, with an eye on customer data protection, physical security and awareness remain crucial to the safety of your guests. Here are nine tips for keeping your hotel safe while making sure it’s also friendly and accommodating:
1. Make Security a Top Priority
Ascertain that employees are checking IDs every time someone asks for a replacement room key, or when handing over keys at the valet to someone who’s well-dressed. Compliance in the name of security can benefit your entire establishment, and cover you in cases of legal investigations. You may even want to have meetings where you show safety videos and provide hand-outs about how to spot suspicious behavior and other safety issues. Having your managers and employees thinking about security and safety goes a long way toward creating a secure property for guests.
2. Update Room Keys and Locks
Make sure your employees and contractors are well-trained regarding how room keys are distributed. Electronic key locks that are re-keyed between guests are the safest. Deadbolts help prevent external burglary threats. And locks that keep track of who goes in and out of a room can be a great deterrent to theft.
3. Provide Staff With Uniforms and Name Tags
You should consider outfitting your employees in company-issued uniforms and having them wear name tags. A properly uniformed staff allows guests to easily distinguish between hotel employees and those not employed by the hotel, which is especially important in guest areas, such as halls and rooms. It not only helps guests easily identify who they can reach out to for assistance, but it can also make them feel safe, knowing that your staff is constantly keeping an eye on the property.
4. Engage With Your Guests
Maintain hotel security by encouraging your staff to be not only friendly and courteous with guests, but to also take an interest and get to know them when appropriate. You have the opportunity to meet people from all walks of life in the hotel business, and may potentially spot any nefarious characters if you get involved.
5. Always Check Credentials
Train your staff to verify the identity of every contractor that walks onto your property, whether they’re delivering flowers or fixing a sink. Make sure you thoroughly check the background of any contract partners as well, such as security officers or landscapers.
6. Control After-Hours Access
There’s a balance between customer service and hotel security; your guests should feel both welcome and safe. Station security personnel at all your property’s main access points during the off-hours and train them to both greet guests and turn away anyone that doesn’t have business there. A 24-hour security presence is a great deterrent to those who are up to no good.
7. Monitor Your Closed-Circuit Television
It’s not enough to just install cameras; make sure to check them, too. There are activity-activated cameras that issue an alert when there’s activity somewhere there shouldn’t be, or you might hire a third party to monitor your cameras. Some systems have voice-command capabilities, meaning you can not only monitor, but also verbally warn people off.
8. Regularly Evaluate and Make Changes
Your security director should be reviewing hotel conditions on a regular schedule. Consider using checklists to ensure that areas like stairwells and hallways are well-lit, clean and safe.
9. Have a Clear Emergency Response Plan
Make sure your management team meets with law enforcement and emergency services on a regular basis, so there’s good two-way communication, and update your emergency plans as needed.
Hotel security is critical; it’s every hotel owner and manager’s goal to provide safe and secure accommodations, while at the same time providing excellent and friendly customer service, and that can be a tricky balance. When implementing your hotel security, be sure to keep these considerations in mind to help protect your guests and employees.