The hotel security service agencies has seen an upturn in demand from hotel operators now that lockdown has eased. The hospitality sector suffered considerably as a result of the pandemic but now, as routines revert to normal, hoteliers are recognising the essential need for bolstered security.
Here, we provide a synopsis on hotel security services and their importance.
SIA Hotel Security: Upholding Your Brand Image
All hotel customers expect to be safe, secure, and respected by hotel staff. This needs to be consistently shown throughout their stay. Therefore, outsourced security staff training needs to extend beyond the basics in order for the staff to consistently display attentiveness, customer-care, and approachability. These are vital skills for a security professional.
It is important customers that can unwind, knowing that they are safe but without feeling intruded upon by an overbearing security team. A good security company can deliver this without being obtrusive and can therefore allow the customers to fully relax.
Security and Customer Impressions
If you create a secure environment, guests will immediately sense the hotel’s care for customer safety when they arrive. Features such as parking barriers, CCTV tower, security notices and attentive staff send a clear message of customer protection. It is worth discussing these assets with a security specialist who can advise on access controls and cost-effective perimeter systems that deter theft and intrusion.
Routine Security Services
Each hotel has individual features and requirements and need not necessarily utilise all the services offered by a good security company. Hence, having early discussions with a security adviser is advantageous. Choosing the right service package will ensure the safety of the business and guests without unnecessary spending.
Below are examples of services that could help make up an effective package.
External security patrols are a key element in ensuring the hotel grounds and parking facilities are secure. Staff are not only acting as a visible deterrent for potential thieves and vandals. They can also check security features and issues that may affect the guests’ impressions of the hotel, such as graffiti, that can then be addressed. Furthermore, the staff’s presence helps reassure guests of their safety.
A Warm Reception
Security staff will often multi-task and become part of the guest’s reception experience, assisting with customer queries and more. This helps to makes them more productive and more cost-effective additions to the team.
Unlike more visible ‘door staff’ in other sectors, hotel security professionals typically aim to blend in with the rest of the hotel team, subtly performing varied additional tasks in the reception area and wherever else they are required.
Scrutiny and Surveillance
Staying alert to potential issues, such as unauthorised or problematic guests, is another element of the role of an experienced security specialist. Problems can quickly be dealt with before guests’ experiences are dampened.
Patrols are essential in identifying potential issues and risks. Staff can undertake routine floor walks, patrolling the interior of the hotel and drawing management’ attention to issues such as obstructed fire exits, possible leaks, damaged doors, locks or windows and so on.
As part of routine room checks, security staff can check that ‘vacant’ rooms are truly vacant, and perform other tasks such as checking for damage, suspicious objects and any failures of locks on doors and windows. They will then report any such issues to management.
Event Reporting and Response
Record keeping of patrols, incidents and conditions within the establishment is another key part of the security staff role. These records help with staff training and planning, they demonstrate due diligence, and can act as evidence against a contested insurance claim or customer complaint.
Security staff can monitor CCTV systems if this is not managed by a specialist off-site agency. This allows for a practical and dynamic CCTV system, with staff able to identify warning signs early and, thus, prevent problems from escalating.
At night where employing a hotel receptionist may not be cost-effective, security staff can multitask by being present at reception whilst also monitoring CCTV.
Effective security companies will be able to offer an ‘accompanied attendance’ service, where security staff can assist the hotel member to deal with an issue, such as an intrusion.
Security professionals can be relied on to deal with difficult guests who are affecting other customers’ experiences. Trained staff will be able to prevent a drunken or angry situation from escalating by maintaining a calm demeanour. De-escalating conflict can protect staff from distress, and since stress is often associated with higher levels of employee sickness and absence, it can help indirectly with operational efficiency.
Specialist Security Roles
• In the case of VIPs, outsourced security staff can introduce extra security measures.
• Experienced hotel security staff can offer clear and useful advice on staff training, emergency evacuation plans, and more.
• Having discussions with a professional security adviser is crucial when wishing to create a specific security plan. This will help with risk assessment, the application of resources, and the maintenance and management of security measures.
For advice about security planning, training or on-site support, please call us on 0800 035 6607. Alternatively, you can send us your questions via our enquiry form.