The two primary goals of hotels -- to make customers comfortable and to keep them safe -- are at cross purposes. Hotels need to implement safety and security measures without making guests feel uneasy. "Cornell Hotel & Restaurant Administration Quarterly" found that hotel guests did not appreciate the use of metal detectors, the obvious presence of armed guards, and checking guest identification documents against law enforcement records. In the hospitality industry, security is a delicate balancing act.
Video surveillance in public areas around the hotel, monitored by a front desk employee or a security officer, is a cost-effective way to keep track of what is happening on the premises. The presence of closed-circuit television security cameras in plain sight around the hotel acts as a deterrent and gives guests an additional sense of security.
Human surveillance is still an effective way to make the hotel safer. Many hotels employ security personnel to act as bellhops and doormen, securing the perimeter of the hotel and providing an early warning system for suspicious behavior.
Every hotel should train its personnel on how to identify risky situations and how to get help when they think a dangerous situation may be imminent. Hotel staff should also be trained in emergency evacuation procedures. Hotels should conduct drills and simulations to test their emergency plans.
Hotel management should share information with law enforcement and first responders in advance of any problem. The fire department should have a copy of the hotel floor plans in case of emergency, and law enforcement should alert hotel management of general security alerts such as warnings of terrorist activity.
Good design can help keep hotels safe. The hotel should be set back from the street, with driveways and parking garages located well away from guest rooms. Lobby windows should be protected with bulletproof glass. Hotel key cards should be keyed only to the floor where the guest's room is located. Guests on the 16th floor, for example, should not be able to press an elevator button that lets them stop on the 14th floor.
