SUPPLIER ROUNDTABLE: Hotel security

MEET THE PANELLISTS: 

Manit Narang, vice president Middle East, Africa & India, VingCard Elsafe AS. Created in 1979, VingCard Elsafe provides electronic security solutions to the hospitality industry and has products installed in more than 39,000 properties worldwide, securing in excess of 6.5 million hotel rooms.

Alan Macmillan, director of security services, Transguard Group. The Transguard Group, an Emirates Group company, was established in 2001 and is now one of the leading security services providers in the region.

Jennifer Ferris, vice president sales, Asia Pacific and Middle East, Safemark Systems. Since 1983, Safemark has been supplying hotels with security solutions for their guestrooms. With over 750,000 safes installed worldwide, it is one of the leaders in innovation in the field.

Muhammad Qasim Bin Naseer, security manager, Ramada Ajman, UAE. Located in the city centre, the luxury four-star Ramada Hotel & Suites Ajman features 336 rooms and suites.

Enver Khaibullaiev, security manager, Iberotel Miramar Al Aqah, Fujairah, UAE. The 321-room Iberotel Miramar Al Aqah Beach Resort lies directly next to a private beach and is embedded in a garden that is more than 60,000m2.

Moussa El Hayek, COO, Al Bustan Centre & Residence, Dubai. Al Bustan Residence Hotel Apartments in Dubai sprawls across an area of 1.2 million ft2 and offers 640 fully furnished and serviced suites. Situated only five minutes away from Dubai International Airport and seven minutes from the heart of Downtown Dubai, it also includes almost 100 retail outlets.

Robert Kunkler, senior vice president hotel operations for Anantara Hotels, Resorts & Spas. Anantara was born in 2001, with the launch of the first Anantara Resort in Thailand’s Hua Hin and moved out of the country in 2006 with the launch of Anantara Maldives. In the Middle East, it now has three properties operating in Abu Dhabi including Eastern Mangroves Hotel & Spa, which opened earlier this year.

Christophe Landais, managing director, Accor ME. Accor is present in 92 countries with more than 3500 hotels and 440,000 rooms spanning brands such as Sofitel, Pullman, Mercure, Ibis and Novotel. After almost 45 years in the market, Accor now employs more than 150,000 staff. In the Middle East alone, it has 164 hotels, featuring more than 28,000 rooms.

Stefano Cini, general manager, Probe Technology LLC. Probe Technology LLC has been established to act as a value added distributor and provides the supply, consultancy and technical support of IP security products to system integrators and IT specialists in the Middle East. Probe’s main product focus is based on CCTV solutions, including IP video, megapixel and HD CCTV.

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Q: How should hotels approach crisis planning?
Alan Macmillan, director of security services, Transguard Group: Hotels should be developing their SOPs to include crisis management and escalation planning, which are a set of procedures put in place to deal with potential problems in a variety of contexts.

Manit Narang, vice president Middle East, Africa & India, VingCard Elsafe AS: Security issues have become a higher priority in recent years across all major hotels, but we do not see that many hotels are implementing a thorough procedure to handle crisis situations.

Muhammad Qasim Bin Naseer, security manager, Ramada Ajman: We have developed a comprehensive crisis management manual and have implemented it so that we may respond swiftly in the event of any crisis.

Enver Khaibullaiev, security manager, Iberotel Miramar Al Aqah: In case of crisis management, senior staff takes charge of the situation assisted by designated officials. Robert Kunkler, SVP Hotel Operations for Anantara Hotels, Resorts & Spas: Middle East hotels are very well prepared in managing for crisis situations.

Christophe Landais, managing director, Accor ME: We have a standard operating procedure in case of any crisis; these procedures vary based on the crisis itself. Our SOP manual is called Accor Process to Act in Crisis, Hazards and Emergencies.

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Q: What are the trends we will see in the coming year in terms of hotel security in the Middle East?
Stefano Cini, general manager, Probe Technology LLC: The use of IP video surveillance equipment is forecast to account for 79% of video surveillance in the Middle East by 2016 in all sectors, especially in the hotel industry.

The luxury hotels are more likely to use IP surveillance for better image quality and object identification. Jennifer Ferris, vice president sales, Asia Pacific and Middle East, Safemark Systems: There will be a renewed focus on providing accountable security.

For example, with safes, hotels will implement safes that can be audited and provide 100% visibility of what has occurred on the safe. Knowing it has been opened by a staff member is not good enough – knowing which staff member has opened a safe is what is necessary to protect all stakeholders.

Muhammad Qasim Bin Naseer: We will witness much advancement in the field of security. Human intelligence with appropriate tools, such as GPRS cameras, advance and rapid surveillance close circuit units, etc., are some of the major ways through which we can see a more secure and safe Middle East.

Robert Kunkler: One trend will be to blend the security associates into each department to enhance the guest experience. This is something we are already implementing. Christophe Landais: If the instability we see in other countries around us were to overflow in the UAE, we could see the implementation of metal detectors – they are already present with some of our competitors.

Another action we might encounter is a stricter control of identification monitoring upon guest check in, even though today it already is very well monitored. Alan Macmillan: It is always difficult to assess future security trends, but certainly technology will be the key driver.

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Q: How should hotels train staff in terms of security?
Alan Macmillan: We make sure that any of our staff who are deployed or, from a consultant stand point, staff who are hired directly by the hotel, have attended mandatory security training courses such as DPS/PSBD.

PSBD has also recently introduced a hospitality specific training course; we ensure that all of our staff have completed this course. Christophe Landais: The laws in the UAE oblige us to have all security personnel trained via the local authorities.

Their certification is renewed yearly and comes along with refresher courses. In addition we provide guest service attitude training, so when spoken to they know how to answer or direct the guest to a person who can answer.

Moussa El Hayek, COO, Al Bustan Centre & Residence: We have a special training programme designed for our new joiners and for all our existing security staff to ensure everyone understands and follows our best practices.

We also enroll our security personnel in government security courses conducted by Dubai Police and Civil Defense. We regularly conduct trainings for our security staff.

Manit Narang: Security solutions are managed and controlled by people and therefore, it is critical that hotel properties clearly define programmes and procedures to ensure that hotel staff are highly trained and that the knowledge is maintained due to the typical high staff rotation at hotel properties.

Jennifer Ferris: Consistent procedures must be created for all staff and training videos used, with examples of both good and bad behaviours.

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Q: What security aspects should be outsourced?
Alan Macmillan: Obvious reasons that instantly spring to mind from a cost and practical aspect are events, conferences or any hotel activities where there is going to be a significant increase in footfall. Hotels can also leverage the use of a security service provider and thus drive efficiencies within their own hotel security operations.

Jennifer Ferris: The installation of hotel safes – outsourcing this to the provider company (or their local representative) ensures that equipment is installed in the most secure way according to manufacturers’ guidelines by experienced technical staff.

This service also frequently includes a final QC check, and programming of safes ready for guest use. Security patrols for large parties and gatherings should also be outsourced. Moussa El Hayek: We outsource services from the local police, Dubai Civil Defense, Dubai Municipality and the ambulance service.

We refer to the said institutions in case of crimes, fighting, fire evacuations and deaths. Christophe Landais: You can outsource all security aspects, and this gives you an independent source of feedback specifically with associates.

As they are not working for the same company they can be stricter in their scrutiny. Also they have a different perspective towards external guests than they would have if they worked directly for the hotel.

Enver Khaibullaiev: Each emirate in UAE has its own rules whether hotels must outsource security personnel or organise training for their staff and get security licences for them (through Department of Protective System in Dubai). If you have experienced security personnel in your department, I believe you do not need to sign a contract with an outsourcing security company.

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Top tips for ensuring your hotel is secure againts threats

• Alan Macmillan: A resilient main security control room within the property is essential.
• Manit Narang: Every increase in security levels should be analysed, considering the impact on guest comfort. Also, hope for the best but plan for the worst.
• Stefano Cini: Hotels should ensure that the hotel CCTV system is constantly being maintained to the highest of quality and standards.
• Jennifer Ferris: Be sure to select a safe where detailed reporting is available to track all guest openings and closings, time outs, and emergency overrides.
• Muhammad Qasim Bin Naseer: Hotels should focus on training staff and multi-tasking. Hands-on knowledge of equipment is also very important.
• Enver Khaibullaiev: Prevention is best. Always be alert on any security issues regardless of how minor or serious the issues being dealt with are.
• Moussa El Hayek: Hire equipped and highly trained security professionals as well using the latest technology in this sector.
• Robert Kunkler: New hotels should make the investment in a quality security consultant with specific experience in the hospitality sector.
• Christophe Landais: If you are to open a hotel in a potentially hostile environment, actions like gas via your A/C system or poisoning via your water supply should be considered and deterrents implemented.