Hotels are looking at upgrading their technologies to ensure a safe property. BY BABITA KRISHNAN
With rising acts of terrorism across the board, tourists and travellers have become skeptical about security issues within the hotel premises and often safety quotient of the property. There are enough and more examples that suggest that hotels are not sparing any effort to ensure the security of not just the guests but the property and staff as well. A key element of this is constant monitoring within and outside the premises of the hotel.
In hotels, safety is broadly classified into two categories — safety and security. The management categorises safety as those falling under the construction and design of the hotel that ensure the property is built safe for the employees to work in and for guests. However, security is related to external threats. It is vital to take precautionary measures and continually evaluate security programmes as having robust security in place means a better and safer guest experience. Security is an important issue for not only guests, but staff as well and there is no doubt that every hotel has to improve and maintain their security standards. A noticeable change is that hotels have really geared up in terms of physical and electronic security to secure hotel guests and property. One of the most powerful tools of security that has emerged to aid the hotel security is the CCTV System.
They are no doubt the cornerstone of all security considerations as it allows the instant visibility of an unusual occurrence that could potentially be dangerous. The added advantage is that the records can be stored for a longer time. The most important component is the CCTV camera. “Most cameras will do the job as long as they have good night vision and good intelligent placement. The important thing is the software integration to other devices and the analytic capabilities like stitching, etc. This automation and analytical alerts together make a great system,” explains Khushru Siganporia, director IT, Taj Group. He elaborates that expressive analytics and video stitching are two important features for any system to perform successfully.
Given the heightened need of security that depends on precision, the security departments are increasingly looking at a seamless tool that will be able to work around the drawbacks of the CCTV systems. The Internet Protocol (IP) surveillance system is slowly gaining ground in the industry having proved its efficiency in different industries. “IP CCTV is becoming popular because of it being low on maintenance and high on performance. We have implemented IP CCTV on a 28-acre land for Vana Retreats and the performance is far better than DVR’s. We have placed around 200 cameras across the property,” reveals Dominic Vijay Kumar, senior manager – corporate (head of IT).
Harish Chandra, GM, IT & Telecom, Sarovar Hotels feels, “IP CCTV is required in huge campuses like Park Hyatt Goa or Hilton Shilim which spread in acres. This impacts the cost while installing the system. IP CCTV for a mid market hotel, where the guest pays Rs3,000 ARR, is a very expensive proposition and also the AMC affects the hotel’s GOP in OPEX costs.”
Countering the cost argument, Gayasuddin Sulaimani, senior manager IT, Apodis Hotels and Resorts Ltd, reveals, “It’s time we move on from Analog to IP as a technological upgrade and better control. We have upgraded to a little known brand but have faced no problems for the last two years at our 100-room property Tune Hotel in Ahmedabad. We have deployed server hardware and 40 cameras in the property.” Shailesh Bhagwat, DGM-IT hotel vertical of Panoramic Group that has the United 21 brand of hotels, has deployed IP-based CCTV but feels that the distance at the property may vary depending on the floor location. “All CCTVs can be controlled at property level and also at central location in Mumbai,” he explains.
“Even we have deployed 105 IP cameras on NVR and hooked up 60 old Analogue cameras to same NVR system for better centralised control,” reveals Amrendra Gupta, head IT & infrastructure at Sahara Hospitality. Continuing the upgrade story, Srinivasa Reddy Polu, IT manager Park Plaza Bengaluru and Sarovar Portico Davanam adds, “We implemented BYOD (all gadgets supported) for our HOD’s (GM, security head and IT Head) by providing Public IP based access rights through DVR for our Survelliance Solution. This can be done for any Analog CCTV Solution available in the market with minimal cost. This has been helping us in monitoring, incident analysis and safeguarding our property and personnel in general and in case of contingency for better guidance and support to our team at all times.”
But security also needs to see beyond the CCTV technology. And there is no dearth of solutions thereof. “In addition to IP CCTV, biometrics and technology being deployed for prime security measures is actually low on technology and involves staff and guests,” says Rajesh Mohan, GM strategy, sales & marketing, IT & engineering, Aamby Valley City & Hotel Sahara Star. “We are more aware of the related vulnerabilities. Today, the need is to integrate staff, technology, animals and guests. We need to train our staff and build awareness among our guests,” he adds. According to Kumar, “If we are looking at security as our first priroity for the guest, things like biometrics/charged doors/IP CCTV/VMS are mandatory.”
But what is the use of security systems if there is no or little awareness about security standards or practices that one needs to follow to maintain security standards among hotel staff. While there are fire drills, there is none for any other emergency situations like bomb hoax, terrorist attack or for any other internal or external emergency or crisis situation. Every hotel brand is focusing on brand standards, better services, more facilities; five star environment, etc. It is probably time to introduce security as one of the brand standard as well. Krishan Kant Srivastava, IT manager, Grand Hyatt Muscat (OMAN), suggests the introduction of a ‘Panic Button’ that would inform all of an emergency situation and help take quick measures. “There should be a communication mechanism in place to tackle such kind of situations where building occupants are put on alert in one single mode of communication. Focus should be on how to communicate crisis situation from outside to inside effectively and correctly to all hotel occupants in minimum time,” he says.
Training personnel in safety and security measures is important for the hospitality industry — life is precious. Unfortunately, till quite recently, most hotels used technology for safety and security system to protect their guest. The focus has now slowly moved to other training methods and procedures to train their employees and educate guests as a precautions to avoid accidents happening. With proper training, the hotel brands will generate employees loyalty and increase guest satisfaction, where both will feel safe — just like in their own house. In the mean time, it will also increase the goodwill of the brand and grab attention of travellers and within the industry, if it is known that the hotel is focussed on safety and security matters. This this will brings benefits to the hotel especially when they need more manpower and increase the economy and status of the brand.
