|
Hotel security and the security
professionals
by Dave Scepanski, Sun City Security Service, Inc.
Hotel security and safety is a predominant concern among travelers throughout the world. There is an increased expectation on the part of the public for improved security and safety; one only has to look at the negative impact on hotel reservations following a terrorist attack, to see how important the perception of security is to the traveler. Travelers frequently seek out hotels that have better security amenities, and the security features could well determine the continued loyalty of a guest.
In most states the legal responsibility owed to their guests by lodging management requires the operator to �exercise reasonable care� in identifying potential crime risks, and to take �reasonable measures� to counteract or prevent possible crimes. In most cases the greater the probability of future crime or injury, the greater the innkeeper�s liability to defend or warn against it. To summarize, hotel management is likely to be deemed negligent and liable for a criminal attack on a guest, when: (1) the criminal act was reasonably predictable; and (2) the innkeeper�s response, in light of that premise, was irrational or inconsistent with good judgment and proper countermeasures.
Basically, hotel operators have two legitimate options to meet their security needs. They can hire, train, and manage an in-house security team, or they can contract with a reputable, well qualified outside security company. While there are some major differences between a contracted security and in-house security, both are required to be registered with the Texas Private Security Bureau (TPSB) and both must comply with the mandated rules and regulations set forth by that agency as well as the proprietary standards established by the hotel/motel.
CONTRACTED SECURITY
Many hoteliers find contracted security to be an attractive, cost-effective, and efficient option because it tends to reduce their liability exposure and eliminates the human resource responsibilities of recruiting, hiring, and training qualified employees. Reputable and experienced security companies understand the hotel�s legal responsibilities, can identify security weaknesses and vulnerabilities, and can immediately develop and implement sound security solutions to reduce or eliminate the potential threat of crime.
When choosing and hiring contract security, accept the fact that the words �quality and reasonable price� are often contradictory terms. Paying the highest or lowest price for contract security doesn�t always equate to the quality of service. Ensure the company is registered with the Texas Private Security Bureau; investigate the company�s financial status, professional standing, management background, level of expertise and years of experience in hotel/motel security, and liability and workers� compensation coverage. Always obtain and evaluate references of their clients in the same industry.
THE SECURITY SURVEY
The first step in the development of strong, proactive security presence is to conduct a comprehensive �Security Survey� of the property to ensure that the program, in its final form, addresses substantive issues and problems. This is the cornerstone of any successful security program; it is the most effective tool for assessing and addressing security needs.
The Security Survey is a formal and comprehensive on-site evaluation of vulnerability and criticality factors and real or perceived threats and hazards. A thorough needs assessment utilizes multiple
data-collection methods such as observation, surveys, interviews, and individual and organizational performance. The scope of the security survey includes employees, property perimeters, exterior lighting, internal access control, room key management, guestroom security, and parking lot security.
Employees
Since security and safety is the responsibility of all staff members, a common starting point is to evaluate the scope and depth of training the staff has received in the areas of security, safety, emergency evacuations, terrorist acts, and bomb threats. Employee training programs are instrumental for providing a safe and secure setting for guests, staff, and visitors. Another important step is to examine employee records to determine what pre-employment screening has been conducted and review the circumstances of employees who have been terminated in the past three months.
Perimeter
The first chance to present a positive impression about the relative safety of a hotel property is at the perimeter. For maximum effectiveness, there should be a discernable transition between the property and the public street. A strong transition sends a message to the criminal that the hotel is private property and its use is available guests only. Crime prevention deterrents include walls, fencing, terraces, and a well-defined driveway and main entrance. Trees and shrubs should be trimmed or removed to provide an unobstructed view of the property and reduce the number of potential hiding places.
Exterior lighting
The most important nighttime security feature is good exterior lighting. Well-designed lighting conveys a feeling of warmth and comfort and makes a property feel safe. Exterior lighting should provide a view of potential threat at 75 to 100 feet. This level of visibility allows time to respond to a threat before being confronted by it.
Parking lot
The parking lot is perhaps the most vulnerable and often the most overlooked area on a hotel property. Crimes are more likely to occur in the parking lot than in any other site, because parking lots offer the criminal the best hiding places, the fewest witnesses, and the quickest escape routes. Parking lot surveillance can be accomplished by installing video cameras, but nothing works better than a highly visible, uniformed security officer who is skilled in responding to criminal confrontations and can call for assistance.
Interior access control
Interior access control involves establishing procedures and policies. The entire staff should be trained to be attentive to all persons and report suspicious activity to the manager-on-duty.
Guestroom security
The guestroom represents the inner-circle of a hotel security plan, guest expect to be safe. Doors and windows must be fortified to prevent forced entry.
Post-orders
The final phase of a survey is to prepare standard operating procedures or �post-orders,� which serve as the blueprint for the security services being provided. The post-orders should be written, and should define all details of the security-related operational duties, staff requirements, performance standards, and functions to be performed.
KEYS FOR GOOD SECURITY
In closing, if a security contractor is carefully selected, and responsibilities and functions are clearly defined, outsourced security offers a viable and cost-effective solution. It is essential for the innkeeper to closely monitor the contracted security activities to ensure that there is no degradation of service. Beware of security companies to profess more than they possess.
When hiring contract security, always ask for a copy of their company license, evidence of liability and workers compensation insurance, and a list references. Insist on having detailed written
post-orders with proper instructions, and ensure uniformed security officers have the proper equipment, including a notebook, pen, and flashlight. Your property should have a foot patrol with high visibility and random times for patrol. All incidents should be documented with written activity logs and the security officers should be professional, friendly, and courteous.
Remember, you have contracted the company to provide property security; this should not include any activities that could compromise your security posture, such as driving your vehicles for airport runs, delivering linens and supplies to the guest rooms, or any other non-security related functions. I would expect any reliable security company to indicate this to you prior to signing a contract.
Dave Scepanski is a security professional and partner of Sun City Security Service, Inc., El Paso, Texas. His company has been providing hotel/motel security since 1980, and has been affiliated with the Hotel Motel Association of El Paso since 1981. The views and opinions expressed in this article are those of Dave Scepanski and do not necessarily reflect the opinions and views of ASSIST or its members.
|
