Secure options

Security is one of the foremost concerns at hotels everywhere in the world. With the evolution of technology, the tools available for security and surveillance have also improved greatly today. Hoteliers can choose the equipment with care, and along with trained personnel, they can ensure that guests’ comfort and safety is not compromised at any cost during their stay at a hotel.
Says Yogesh Pote, head of security, Sofitel Mumbai BKC, “We consider guest comfort and security as our priority, particularly when faced with today’s global security challenges. Our proactive security programmes are integral to the operations of our hotels. Trained staff, or ambassadors as we call them, are responsible and accountable for looking after the security and well-being of our guests and visitors. Advanced security technologies are now available to facilitate safeguarding security, such as integrated surveillance systems, advanced lock and access control systems, and sophisticated asset protection tools.Rigorous security and safety assessments and reviews are continuously conducted, including dedicated fire/life/safety systems and monitoring. Additionally, a comprehensive emergency response plan is in place that ambassadors are regularly trained on.”
He adds: “Starting from the gates, we have vehicle scans, sniffer dogs and dedicated profiler at the gate. As you walk inside, you have a second set of profilers at the lobby access along with the X-Ray machine, discreet door frame metal detectors, explosives detector and dedicated surveillance camera for facial recognition. Round-the-clock security shift managers at the lobby, restricted access control for elevator access to guest floors, along with access leading to every event, point both at the front and back of the hotel including the loading bay area are all part of our security features. Surveillance across the guest rooms and floors is conducted with dedicated officers monitoring it live for any suspicious activities. Dedicated floor guards are also allocated to patrol guest floors.”
N Krishnan, general manager, Sheraton Park Hotel & Towers, Chennai lists some of the measures adopted at his hotel: “No walk-in guests are entertained for room booking; CCTV IP cameras are installed all over the property which includes guest corridor, outer/inner periphery, public area, elevators and back of the house monitored 24×7; access control system is in place to restrict unauthorised entry to guest area; access system also exists in the guest elevators to ensure no unauthorised person have access. All access points (inner/outer periphery) are manned by trained guards 24×7; crash resistance boom barriers are used at these access points to prevent enforced vehicle entry and enable proper vehicle screening.”
Listing some of the innovations in this field, he names IP-based day and night CCTV cameras, AED, X baggage scanner and visitor management system as the latest buzzwords in the hotel industry. Pankaj Mathur, general manager, The Suryaa New Delhi also lists the latest technological offerings: “CCTV cameras, baggage scanning machines, hotel video surveillance systems, and IP cameras are some of the key security and surveillance tools available in the market today. The efficacy of these gadgets lies in alert and adequate manning of the same, followed by timely response to untoward situations.”
This is an aspect highlighted by most hoteliers across India – the necessity of trained and skilled manpower, who can deal with any security issues at the hotels. Says Pote, “The marketplace today has several sophisticated explosive and narcotics substance analysers and detection kits. Technological advancements enhance and assist security professionals to detect a potential threat early and enables the team to respond in adequate time.”
Hotels, therefore, stress on training and manpower upgrades to ensure that their properties function safely and smoothly. Pote says the Sofitel property conducts daily checks in this regard: “Security reviews are a daily requirement which is conducted during briefings with the security team and also on a weekly basis within other departments for cross exposure and intelligence exchange.”
Krishnan agrees, “All safety and security related devices/equipment are critical and thus reviewed daily.” Mathur also lists surprise checks and audits as a necessary part of the security system review at his property.
With security being the topmost priority of hotel guests, the level of tools and technology used in this regard does not vary too greatly between categories of hotels or locations. Adds Mathur, “Post 26/11, it has become a critical minimum need for any hotel irrespective of its size or location. Compromising with this vital need can mean compromising with the very existence of the entity itself.
“Under today’s circumstances, the level of security and surveillance has to be location neutral. Having said this, hotels close to airports and those of iconic stature have been subject to terrorist attacks.” On his part, Pote says, “All hotels need an equal amount of security and surveillance as the maximum number of visitors are expatriates and they are always a soft target. The threat perception today is mostly for soft target like five star hotels, hospitals, schools and similar institutions.” However, he says that the level of security measures adopted by hotels does vary a little according to location. “To some extent, the threat level changes from metro cities to smaller tier cities as five star luxury hotels operations tend to be larger in the metros and therefore require higher manning and equipment. In addition, the population of the cities are larger, as a result, the vastly populated areas are more difficult to protect and require closer attention such as shopping malls, railway stations, etc.”
Krishnan explains, “Each location is categorised based on the Threat matrix grade which may be extreme, high, medium or low.” Of course, this also means that the hotels source the products/equipment with care, from vendors they trust or have been working with for many years. Says Pote, “Most products such as highdefinition cameras, video analytics and explosive detectors have been sourced from overseas. Daily on-the-job training activities are conducted and special job specific trainings are conducted on a weekly basis for our personnel.” Krishnan explains, “Products are sourced from identified vendors/authorised dealers centrally based on the brand standard, quality and features. Main source of manpower in security is from ex-Army/ Paramilitary/police personnel. Hotel security expertise personnel and trained, wellgroomed uniformed security guards are sourced from external agencies.”
On his part, Mathur adds: “We source through well-known vendors who can also provide reliable after sales service, and manpower sourcing is through various channels as deemed appropriate by our HR department regarding training, daily briefings and debriefings are its key elements, besides classroom instructions imparted on a monthly basis through trained faculty.” All this highlights the importance that hotels attach to the security and surveillance aspect of their business – no comprise when it comes to guest safety and security, that is the motto all hoteliers and operators are living by.