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.
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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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