Safe and sound
For guests, there are few bigger issues than hotel security — it’s often taken for granted, but if it shows signs of weakness, or worse fails altogether, the results can be disastrous.
It may not be the usual topic of discussion following a hotel stay; but while second-rate amenities or a queue at the check-in desk are disappointing — a lack of security in hotels is a serious problem.
At one end of the scale, guests losing their belongings to nimble-fingered passers-by can seriously taint a vacation, while visitors feeling physically unsafe will undoubtedly prevent them from returning to your hotel — and potentially lead to negative reviews on sites such as Trip Advisor, not to mention word of mouth.
But while hotels can’t take responsibility for the areas surrounding the hotel, or the experiences guests have in them, a failure to address security issues inside the hotel is unacceptable.
“It is our job in the hospitality industry to make the guests feel as if they are at home. Home is where people feel safe and secure for themselves and for their belongings, which is a human need, and no-one would stay in a place where he had lost something dear to him, regardless of the value,” explains Radisson Blu Hotel, Dubai Downtown security manager Ahmad Alrawashdeh.
“In order to maintain business, it is a very basic need that guests feel the efforts we perform to maintain the safety of their belongings and meet that in reality,” he adds.
But a hotel can be a challenging environment to run securely, warns Mövenpick Hotel Jumeirah Beach director of safety and security Frederick Pelser.
“The most important concern is the wellbeing and protection of guests visiting our hotel and their belongings. With the high level of movement inside the property it is, at times, difficult to detect and protect property misplaced or forgotten by the guest,” he explains.
But Taj Palace Hotel Dubai general manager Andreas Mueller says that security in his hotel is more linked to guest relations than to physical protection.
“Fortunately Dubai is a very safe destination and we generally only deal with minor issues. In some countries theft and undesirable visitors may be a security concern.
“Security officers in hotels here in the UAE are more part of the guest relations function and offer visible reassurance. The security department is very involved with health and safety and is responsible for the building’s fire safety. Regular drills and compulsory training sessions ensure that, in the event of an emergency, our employees are ready and skilled to deal with such events.”
In-room Security
When it comes to guest rooms, safes are now a minimum requirement, not a welcome addition.
“It is very important to make the guest more confident about the safety of his valuable belongings and/or cash — as he is the only one who can access the safe in his room with his own code,” explains Radisson’s Alrawashdeh.
“The safe box in the guest’s room is the only place which cannot be accessed by anyone except the guest himself, and that is why the safe box plays a big role in assuring guests that there is limited access for the safe itself and following certain hotel policy and procedures in accessing the safe in case of emergencies,” he adds.
“Safes in hotel rooms are a necessity,” agrees Mövenpick’s Pelser. “They provide the guest peace of mind that his valuables are secured while he is out of the room. I encourage all guests to use the facility rather than leaving valuable items unattended in the room.”
And it’s not just in-room gadgets making hotels safer. Aloft Hotels recently introduced its Smart Check-In programme, which uses advanced RFID technology VingCard in order to make check-in quicker and more secure.
Through the new programme, select Starwood Preferred Guest members who choose to participate receive an enhanced SPG/Aloft-branded RFID keycard. On the day of a stay, a text message is sent to the guest’s mobile device that indicates their room number at the property.
On arrival, guests can go straight to their room, where their encrypted SPG/Aloft-enabled keycard will unlock the door.
“The Smart Check-In programme, which we have begun rolling out across the Aloft brand, is specifically designed to meet the changing needs of today’s busy, tech-savvy travellers,” explains Brian McGuinness, senior vice president of specialty select brands for Starwood.
“Based on the positive feedback we have received from guests using the system so far, the ability to bypass the front desk is expected to become a valuable new amenity for guests at Aloft.
As the hotel industry continues to adopt more innovative self-service solutions, VingCard’s RFID technology is providing a way to not only increase the efficiency of the check-in process, but provides added convenience for our guests,” he adds.
“Starwood and its Aloft brand are on the leading edge of hotel technology, and we at VingCard are thrilled to help them make the future of hotel check-in a reality,” says George Winker, vice president of sales for Assa Abloy Hospitality in North America.
Technology such as this will continue to develop and hotels would be wise to follow the
trends and invest in those security systems and services — from products to people — that protect, reassure and comfort their guests.
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Top security tips from the people in the know
• A good hotel’s concern for guest safety reaches beyond the front entrance. The hotel’s concierge should advise on the dos and don’ts in various destinations around the world.
• Encourage guests to store valuables in hotel safes rather than carrying them around or leaving them on display in the room.
• Travellers have responsibilities too — they must arm themselves with information about the destination prior to travelling there.
• Travellers should carry only what is essential for excursions and leave passports and credit cards in the safe. Advise them to take enough cash for the day and lock up the rest.
On the market: Hotel security products
Vingcard Elsafe
VingCard Elsafe, the global leader in hospitality security and part of the Assa Abloy Group, has announced that a combination of its proprietary technology solutions have been integrated as critical components of a revolutionary Smart Check-In programme at one of Starwood Hotels & Resorts Worldwide’s newest hotels — Aloft Harlem. VingCard Elsafe is the world leader in developing locking systems and electronic in-room safes for the hospitality industry, offering user-friendly security systems that meet the unique operational needs of hotels and resorts.
Vingcard Elsafe
Web: www.vingcard.com /www.elsafe.com
Kaba
The Kaba Group is one of the leading providers of access control systems for hotels, and also offers technologically sophisticated solutions for residential properties, public buildings and business premises. The company’s product portfolio covers locking systems for hotels, with the concomitant management software, as well as keyless access control systems for residential premises and web-based access management for vacation rental homes. For business and industrial uses, the Kaba Group also offers electronic PIN and card locks as well as a range of other options.
Kaba
Web: www.kaba-saflok.com
Salto Systems
Recognising the need for a new access control concept, SALTO has developed a wide range of innovative products such as the SALTO Virtual Network and XS4 access control platform, while the company’s electronic escutcheons, wall readers and on-line and off-line control units now control security access for a growing range of end users from airports to hospitals, banks to government buildings, and universities to hotels.
Salto Systems
Web: www.saltosystems.com
Safemark
Since 1983, Safemark has provided the hospitality industry with guest room safe technology, combining innovative designs with user-friendly operations. Approved and utilised by top hotel brands, and with over 700,000 safe installations, Safemark’s products include the industry’s most comprehensive audit trail designed to protect guests’ valuables and shield hotels against alleged losses. Safemark’s vast array of safes is available around the world.
Safemark
Web: www.safemark.com