Hotel Security: Time for some security housekeeping?

As the world’s borders continue to reopen and passenger numbers continue their slow return to preCOVID levels, what are the security risks that you should be planning for and mitigating against?

The last few years have been a bit of a whirlwind. Faced with the unprecedented challenges thrown up by COVID, hospitality operators have had to adapt quickly to changing circumstances. The rush to more agile approaches to change and more flexible approaches to work have, however, introduced risks.

Having quickly onboarded new vendors, contractors, and point solutions to fill immediate needs, hotel operators have introduced a range of potential vulnerabilities into their organisations. Reviewing recent changes and conducting a vulnerability assessment is a worthwhile step to take in order to identify where the weaknesses are and put in place measures to strengthen them.

In 2020, New Zealand Police released Protecting Our Crowded Places from Attack: New Zealand’s Strategy. The strategy introduces a number of helpful guidelines and tools to assist owners and operators of crowded places reduce the chance of an attack occurring and lessen its consequences, and to better understand how to deter, detect, delay and respond to an attack.

A ‘crowded place’ is any location that large numbers of people access easily and predictably, such as schools, shopping centres, places of worship, entertainment venues, and hotels. These places can be particularly attractive to attackers because of their often-symbolic nature and because of the potential harm they can inflict.

Terrorist attacks aren’t generally what tourists to New Zealand are expecting, but at the same time we are never immune from it. The NZ Police’s crowded places strategy includes some very helpful self-assessment resources, and I recommend that you consider working through these or seeking professional security assistance to work through these with you.

Along with CCTV, gates, doors, and alarm systems, security guards are among the myriad security measures available to hotels. Security staff are a valuable part of an overall security solution.

A key feature that sets security staff apart from other security measures is that they are human. This means that they can carry out any number of roles, from patrolling to bag searches, VIP escorts to identity checks, CCTV monitoring to detecting behavioural red flags. Their role can also extend to reception, concierge, and wayfinding services, and just generally making visitors feel safe and looked after.

Faced with an unfolding security incident or a sudden threat, a well trained and experienced security officer will make the right decisions quickly. Faced with a distressed patron, an experienced officer will know how to engage and diffuse. Visible and well turned out security personnel provide reassurance to guests and deterrence against crime and antisocial behaviours.