Security

Security on the radar

Security in this service-oriented industry has come to occupy a significant position in orer to protect guests from crime risks and compromise their reputation and goodwill. Vikram Kharvi investigates

Hoteliers are responsible for the protection of their property as well as the well-being of their guests. But the continuous flow of people in and out of a hotel poses a longstanding challenge to the property's security and to the safety of the people in that hotel. Given the semi-public nature of hotel buildings, it is becoming increasingly difficult to distinguish among legitimate guests and visitors and people who pose potential threats.

In such a scenario, it is risky for hotels to either lower their guard against crime or be lulled into complacency thinking it's under control. Yet more depressing is the warning from experts that hotels may soon become targets of terrorism. In response to these concerns, most hotel owners have created new security procedures such as conducting detailed background checks on their employees, bringing in elaborate security measures into place, installing specialised equipment and providing materials and information outlining safety and security procedures.

But in order to preserve customer-service standards, it is awkward for hoteliers to lock their doors during certain hours or implement identification procedures at entry points. Indeed, maintaining the highest possible standards of safety may conflict with preserving hotels' hospitable and welcoming image. While the lack of safety and security standards can be a liability, security that is too strict (or obtrusive) may ruin customer experiences. While they might prefer hotels with high standards of safety and security, they might be put off by the measures themselves. As a consequence, hotel operators need to strike a sensitive balance between safety and accessible and friendly service.

Romil Ratra, director (Operations) at Intercontinental located on Mumbai's plush Marine Drive, says, "Security has taken centre-stage the world over today, especially for travellers and has become a major concern in hotels. We have security everywhere and even cars entering the hotel premises are checked underneath, baggage in the car is checked; staff and suppliers are screened before they enter through metal detectors. Previously these things were never even thought of let alone implemented. Hotels didn't have metal detectors, staff who carried valuables in their bags simply made an entry in the register. Hotels normally relied on the trained eyes of security officers. But now most hotels don't even allow staff to get their mobile phones. We also coordinate with the police who advise us about the days on which we need to be more vigilant going to the extent of inviting hoteliers for meetings and updating us on security issues." She adds that guests don't mind being screened and checked before entering a hotel because they understand that it is for their own good.

Technology in use

CCTVs have made a technological impact for security upgradation. Wi-Fi networks can be used to support the CCTVs. Once a Wi-Fi network is in place to give guests access to the Internet, CCTV functionalities can be added with no additional infrastructural costs, although hoteliers will have to invest in cameras and a server to run the system. One advantage of running a CCTV off a wireless network is that properties can position their cameras in locations that have traditionally been hard to reach for hard-wired systems. As long as the network antennas are set up to transmit to a chosen far-flung location, such as the back of a car park, a camera can be installed. The plug-and-play nature of Wi-Fi-enabled digital cameras means they can be moved around easily to take up a temporary position, as long as there is an electrical plug point nearby to power the camera. This versatility facilitates extra surveillance services for a conference or other social events.

Outdoor digital cameras tend to be large and cumbersome since they have to be housed in a special casing. But they can be made inconspicuous indoors by hiding them in clocks or behind wall panels. Small digital microphones can also be attached to them. The cameras can be set up to take digital images as often as twice a second, each image being stored on the server with a date and time tag, or they can be adjusted to react to movement or sound.

Since the system is based on IP - the basic internet technology - the images can even be viewed remotely. A hotel manager away from his property need only find a PC with a web browser to access the system and make sure all is as it should be. What is amazing is the endless number of new applications this technology has thrown up and being made use of by companies resourcefully. The Prem Group, for example, which manages a range of hotel chains including Premier Apartments and Days Inn brands, has come up with a system that uses Wi-Fi to track the use of in-room safes.

Checks and balances

Hyderabad International Convention Centre and Novotel, Hyderabad have ingeniously employed a mix of trained personnel, security measures and various gizmos to provide safety and security. Ajay Kumar, its chief of security, informs, "We monitor movements of people and vehicles through physical security and CCTVs. All materials brought into the premises are screened with round-the-clock patrolling on a regular basis. We use metal detectors, both doorframe and handheld during special events. Fire alarm panels, smoke detectors, Vesda systems that are sensitive to smoke for halls, fire protection system, PA system, etc are inherent to modern day hotels. At Novotel Hyderabad, we conduct evacuation drills every six months. Close networking with the local government agencies such as the fire services and the police as well as exchange information with other hotels and IT companies in the vicinity is imperative."

At Le Royal Meridien, Mumbai all security aspects are of international standards. Doubling the security personnel for increasing surveillance in the hotel is an ensuring investment. The parameters in the hotel have increased with respect to inspection of vehicles. There is tight security supervision of luggage movement; storage areas and other key areas within the hotel. The hotel has over a hundred closely-monitored security cameras both in the guest areas as well the operational back-of-house areas. Other than this the hotel also has a proximity control door security system." He adds that the hotel has also increased the number of training sessions on security for employees, wherein every employee goes through all training modules including bomb threats, fire security, etc.

Santosh Parab, security executive at Le Royal Meridien, Mumbai, says, "We have been continuously upgrading our technologies with modern equipment and innovations. Right from monitoring systems to security checks, the technological advancements include the latest metal detectors, security cameras, proximity control doors, alarm systems and more."

Security without problems

Hotels are worried about security especially vis-à-vis terrorism. There are security experts who believe in radical approach supporting the idea of making hotels into 'armed camps' to ward off terrorist attacks.

Unfortunately, being in the hospitality industry they have to be open 24x7. The problem is that the precautions that hotels commonly take aren't enough to thwart attacks. It may be impossible, for instance, to install barriers in front of a hotel on city streets. But solving security problems poses others. Hotels want to be seen as welcoming people and so they shy away from putting up concrete barriers or inspecting luggage.

Raman Kannan, security manager at Taj Residency, Bangalore, says they have the right measure of security in place. With respect to guestroom access and safety, he explains, "Only authorised persons like the hotel service, housekeeping and engineering staff are permitted in guest areas. Contractors are allowed only with appropriate passes and entry at the time office. Engineering delivery cards and housekeeping room servicing charts as well as maintenance job orders are records that indicate movement in guest areas. Beat books are placed at all strategic points in the corridors with regular patrolling. CCTV is judiciously capitalised on for continuous monitoring to check the movement of staff, guests and visitors. Guest floors are treated as sterile zones and only authorised persons are allowed movement. Lock link reports will indicate the last 100 entries to any room."

Outsourcing

Several hotels prefer outsourcing security agencies. Core areas that are normally placed under external security include the main entrance gate, periphery walls, main doors, valet zone, restaurant areas and the terrace. Deepak Monga, brand manager of Topsgrup, says, "Our security support to the hospitality industry is provided by well-trained uniformed personnel including security guards, lady guards, security officers, valets, vigilance officers, assignment officers, traffic guards, etc. Our electronic surveillance systems incorporate access control, intrusion alarm, bar coding, smoke detectors, gas leakage indicator, CCTV, fire extinguishers, metal detectors and a host of other services. Our security is a mix-n-match of manpower and gadgets all provided according to the clients' requirements and demand."

Outsourcing can ensure better-trained security personnel with a strong back up provided by area officers, operations officers, etc. This guarantees a high level of integrity, better monitoring system with tailor-made services. Intended for the hospitality industry, they are trained to develop a vigilant eye, maintain a smiling gesture, be courteous and be able to communicate well in English. The security personnel are more like PR as they are the first point of contact.

Doing business with nearly 30 five-star and other category hotels including JW Marriott, Oberoi, Ambassador and Taj, Monga believes that to remain ahead of competition it is necessary to integrate the most advanced technology as well as provide specialised training to employees. He says, "We have the latest equipment including access controls, CCTV, night vision cameras, video backup, fire detectors, etc."

Not all is well though

There are some reservations about outsourcing security. Vinay Dharne, security manager at The Orchid, says, "Most of the time the external security personnel are not trained properly in security management. The agencies just recruit people, train them for couple of days and deploy them on site. Well-trained qualified personnel are way too expensive for any organisation. But some areas have to be outsourced due to management and HR reasons."

Meanwhile, the core team at The Leela Palace Kempinski, Bangalore comprises retired army officers, JCOs and NCOs. Col. Ziauddin, its head (Vigilance and Security), says, "Our doormen are retired Presidential bodyguards all cleared by state security who are placed intentionally to play the dual role of service provider, being unobtrusive and welcoming, but with the ability to respond to any eventuality."

Photo courtesy: Topsgrup

Whatever be the case, the obsession that is uppermost in the hotel manager's mind is whether the increased security affects his guest. While on one hand the hotel does not want to take the risk by dodging security requirements, it also doesn't want to overdo it and lose clients. Dharne states, "Some guests feel insulted when they are frisked and screened. But we have strict instructions from our management that nobody goes in without screening. Even our MD is subjected to the same kind of security check."

Considering the current global scenario, security has become a primary concern with most hotels and guests. Kannan adds, "Many tour operators use hotels only when they are satisfied with its security measures. Safety security of a hotel also determines if the guest is likely to come back or not."

Kumar says, "Unless the security measures are too interfering, guests don't really object. Typically the security staffs appear to be authoritative and suspicious, which can be intimidating. But at Accor we have thought through the process and have attempted to make these interactions friendlier. Even our uniforms are designed keeping in mind this objective."

What's in store

Experts predict that hotels in future will have biometric scanning of guests, the science and technology of measuring and statistically analysing human body characteristics such as fingerprints, eye retinas and irises, and facial patterns.

US-based security firm ODI Security, for example, has developed a small, discreet fingerprint scanner system that does away with the problem of lost or stolen room keys. Guests checking in need only swipe their finger across a scanner at reception several times to register their details. Specialised software converts the scanned information into digital form and this data is stored on a database. A record of the fingerprint is kept only momentarily before being transformed into data that describes patterns and matchpoints on that fingerprint. This is used to create a unique algorithm, which is sent to a module on the room door via a network connection. When they reach the door, guests simply roll their finger over a small pad on the module and enter. The chances of two people having the same fingerprint are about eight million to one. However, experts claim that fingerprints can be damaged if people cut their fingers or work with chemicals or on a building site, for instance. More reliable, they say, are iris recognition systems because no two people have the same iris patterns, not even identical twins.

Panasonic has come up with an iris scanning system. Originally developed to offer secure access to banks, laboratories and airports. It works like ODI's finger-scanning system except that guests are required to look into a small camera at reception. This captures images of an individual's iris. This information is sent to a flat wall-mounted unit, the size of an A4 piece of paper.

In future there can be even surveillance systems based on technology used to protect military locations and nuclear reactors. Vehicles will be parked away from the hotel premises to avert detonation threats and luggage will be screened. These technologies have yet to gain widespread acceptance in the hospitality sector, perhaps because managing security in hotels is a delicate balancing act.