Hotel Security - Thomas Wahl presented by Hotel Resource

Hotel Security

This past week, I and many other industry professionals received an email from a lady that was assaulted in a Singapore Hotel. Her complaint was not the actual attack, but the manner in which the hotel dealt with it. Apparently there was a complete lack of compassion for the guest and no follow up whatsoever.
It is difficult to form an opinion in her particular case without speaking to all parties involved however, it does lead me to one of the fundamental rules of hospitality: The safe keeping of your guests and employees.

While we are all responsible for our own actions and unfortunately too many people jump and lay blame on other parties, it is reasonable to expect your hotel provides you with a safe environment.

Depending on the size and quality of the hotel, you can expect security staff on duty 24 hours a day. In smaller properties security concerns are deal with by the management staff on duty including overnight. A quality hotel will not only have high life safety standards, but also comprehensive security policies and procedures to protect its guests and employees.

From a guest’s perspective you should realize that these safety standards could be an inconvenience to guests. In my time I have taken numerous complaints from guests about false fire alarms and evacuations. The reality is that these systems are sensitive by design and intended to protect you.

My pet response to these complaints used to be: “I would much rather take your complaint, then to speak to one off your family members about something having happened to you!”

The bottom line; when choosing a hotel, consider the security offered to you. If you have any concerns regarding security, speak to management immediately. If your concerns aren’t taken seriously take your business elsewhere. Nothing ever happens until it does!

In hospitality Thomas

Date Listed: 2003-09-26

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