Charles S' Sadler, CHSP

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• Charles S. Sadler, CHSP
• Deputy Director SGMP

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Hotel Safety SecurityLooking Beyond the
Peephole!
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Todays Program is About

• This session looks at the liability of the
  planner and the hotel when guests can be at risk.
  A review of studies will show that hotels of all
  types need to be accessed for safety and what
  questions you should ask on a site visit or your
  RFP.

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Todays Learning Objectives

• You will be able to access the safety features
  and environment of a hotel.
• You will be able to apply case studies to direct
  questions on site visits.
• You will be able to decide
  what key safety concerns should
  be addressed in
  your RFP.

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We all know a hotel is generally a very large
building and for the most part a public building.

• A hotel can be a little city within itself
  housing, restaurants, bars, gift shops, service
  companies, i.e. car, travel, airline desks, spas,
  health clubs and lots and lots of people. From
  employees to guests, to meeting attendees to
  people just coming to the lobby to relax and
  enjoy the environment and some good
• old fashion people watching.

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Ever find yourself in a place feeling like
this???!_at_(_at_
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So Just how safe and secure are U.S. Hotels?

• According to a new study by the Center for
  Hospitality Research (CHR) at Cornell University,
  which looked at 2,123 properties, the level of
  safety and security is uneven at best. Its report
  reveals differences across
• property size,
• age, price segment
• and property type.

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The CHR's Study Defines Safety As

• Hotel considerations that
  protect people.
• Security factors that embrace the
  protection of hotel property and
  the possessions of guests.

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Safety Equipment Includes Such Items As

• Sprinklers and Smoke Detectors for example

While Security Includes
Electronic Locks and Cameras for example
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As Part of the Study

• The higher the hotel's score on each measured
  index, the greater its level of safety and
  security.
• The index was graded on a possible 100 point score

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Lets Do the Numbers By Price

• BEST Safety Rating
• Luxury Hotels
• BEST Security Rating Upscale Luxury
• When examining price segment, luxury hotels
  receive the safest rating (82) and tie with
  upscale hotels for the highest security rating
  (79).

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Lets Do the Numbers By Price

• WORST Safety Rating
• Mid-Price Full Service
• WORST Security Rating Economy
• Mid-price, full-service hotels perform the worst
  in safety (65) and economy hotels perform the
  worst in security (66).

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By Age

• BEST Safety Rating Built under 7 years
• WORST Security Rating Built over 29 years
• Hotels that were constructed less than seven
  years ago are the safest and
  most secure, (79/76) while
  those constructed 29 or more
  years ago are by far the least
  safe and secure (57/47).

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By Location

• BEST Safety Rating Airport
• WORST Security Rating Resorts
• It might surprise you to learn that hotels at
  airport locations get higher safety/
  security ratings (77/78) than
  any other location--
  including resorts, which have
  extraordinarily low ratings
  (61/46).

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By Lodging Type Best

• BEST Safety Rating
• All-Suite 76
• Conference-Convention 73
• Standard Hotel 73
• Extended-Stay 68

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By Lodging Type Worst

• Worst Safety Rating
• Bed Breakfasts 58
• Motels 57
• Villas 55
• Vacation Condos 55
• It should be noted that the villa and condo
  category scores very poorly on security issues,
  as well (28).

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Perhaps contrary to conventional wisdom, it's
the largest hotels (those with 250 or more rooms)
that are the most safe and secure (79/76).
Smaller, boutique hotels or
bed-and-breakfasts
score the
lowest (48/25).
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You may remember, NBC's Dateline exposed some
hotels' poor safety policies.

• Sleeping Security Guards
• Guest room doors without bolts or deadlocks
• Front Desk issuing lost key without
  identification
• Failure to program or rotate locks to change
  after a guest departs

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Moreover, no organization -- not even


the American
Hotel and Lodging Association -- maintains
property safety records or establishes policies
for the industry. The AHLA only "encourages"
good safety policies and procedures. The only way
meeting professionals and guests can find out a
property's safety record is by asking the
property to produce it. However, the property has
no obligation to do so.
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How Can Planners Put Attendee And Staff Safety
First During Site Inspections?
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Be on the Offensive!
When evaluating a property, take the time to ask
questions, and definitely include safety issues
in your site inspection. Ask to see the
property's security/incident record, and find out
if the local police will provide any information.
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Check the Locks

• Examine doors and locks all over the hotel,
  especially entrances and guest rooms. Look for
  deadbolts, chains and peepholes.

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Get It on Paper

• Ask for a copy of the property's safety policies
  and procedures. If nothing is in writing, that
  should be a serious red flag.

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Check Who's on Guard

• Ask about the presence and schedule of security
  guards, and speak with the security company about
  its incident history. Get the statistics in
  writing, if you can. Whether the property
  directly employs guards or contracts with an
  outside company, it can be held liable for the
  guards incompetence when security is breached.

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Know the Property

• How secure are external entrances to the parking
  lot? Do they open into hidden or dark areas?

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Inspect the Lights

• Examine the presence and condition of internal
  and external lighting. Ask when outside lights go
  on. Check that hallways and stairways are always
  properly lit, and parking lots are well lit after
  dark

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Use Force

• Ask the sales manager or security guard to allow
  you to try to open entrances and guest room doors
  when they are locked to determine the strength of
  the locks.

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Check ID

• Speak with the front office and general manager
  to ensure that all people requesting "lost" keys
  are required to provide ID, and get a copy of
  this policy in writing. Conduct surprise
  inspections for verification.

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Pick up the Phone

• Verify that all guest room telephones have direct
  911 access.

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Check the Keys
Inquire about the type of keys used by guests
(metal, electronic card, electronic card with
holes). Hotels should re-key rooms right after
the guest has checked out. Get in writing from
the hotel how frequently room keys are changed
(immediately after a guest checks out, one day
later, etc.).
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Ask Who Has Access

• Find out who on staff has keys to which areas,
  including who has master keys.

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Follow the ADA

• Determine how easily and quickly a disabled
  person will be able to get help from the front
  desk or the police.

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Walk Away

• If a property is uncooperative and/or fails to
  live up to your safety standards, immediately
  take it off your selection list.

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Using Your RFP for Safety Security

• Just like the site inspection checklist we
  covered develop a detailed security checklist for
  your RFP.

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RFP Checklist Item 1

• Has your hotel been reviewed by an independent
  third-party company for security and safety
  features?

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RFP Checklist Item 2

• Does the hotel employ twenty-four-hour security
  personnel? (In many cases, a hotel will say they
  do have twenty-four hour security, when, in fact,
  the security staff might consist of only the
  hotel engineer or maintenance person. Also, is
  the security officer an employee of the hotel or
  someone working for a subcontractor?

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RFP Checklist Item 3

• Does the hotel require proof of identification of
  all guests?

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RFP Checklist Item 4

• Is access to guest room floors restricted to
  resident guests with valid electronic key cards
  only?

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RFP Checklist Item 5

• Do all of the hotel rooms and common areas have
  working fire sprinklers and smoke detectors?

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RFP Checklist Item 6

• How many incidents of burglary and other crimes
  are there each year at the hotel?

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RFP Checklist Item 7

• Are there in-room safes or another hotel safe in
  which to store valuables?

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RFP Checklist Item 8

• Does the hotel perform pre-hire criminal
  background checks on employees?

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Arriving at the Hotel What Can You Do to Better
Ensure Your Safety?
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When you travel, it's important to take the
proper precautions. After all, your personal
safety and the security
of your belongings should never be
compromised. Never gamble withsafety security.
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When Checking Into Your Hotel Try to Avoid

• Ground floor rooms, which can provide easy access
  for burglars.
• Make sure clerks write down your room number,
  rather than announcing it so others might
  overhear.
• If you arrive early in the day and your room is
  not ready, ask to store your luggage in a locked
  room.
• If you have valuables or important documents,
  store them in the hotel safe and get a receipt.

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Ask Specific Questions About the Hotel's
Security Features, Such As

• If there are hotel security guards, how can they
  be reached?
• Does the hotel lock the outside doors at a
  certain hour? If they do, what is the best way to
  re-enter?

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Upon Entering Your Room, Do a Thorough Security
Check

• The door should have a peephole, a deadbolt lock
  and a safety chain or latch that operates from
  the inside.
• Make sure any doors to connecting rooms, windows
  and sliding glass doors are closed and locked.
• Don't answer your hotel room door without
  verifying who it is. If someone claims to be a
  hotel employee, call the front desk to verify.
• Be sure to acquaint yourself with the location of
  stairways, fire escapes, exits and alarms.

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When Returning to the Hotel at Night

• Use the main entrance and valet parking if
  available.
• Be observant before entering parking lots. If you
  see suspicious activity, contact hotel security.

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Dont Be Careless

• By displaying your room key or large amounts of
  cash in public areas, such as in swimming pool
  areas or restaurants.
• Report missing or lost keys immediately and ask
  to be moved to another room.
• Be discreet when tipping. Prepare tips for
  service staff ahead of time.
• Keep your key close and your
• room number to yourself.

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In Your Room 1

• Use deadbolt and other locks provided by the
  hotel. Keep entry, connecting
  room and balcony doors
  locked.
• Keep your room key close
  to your bed, where you can easily
  find it. Don't leave keys
  out in the exercise room
  or pool.

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In Your Room 2

• Safeguard valuables. Use a room safe or safety
  deposit box provided by the hotel. Store
  expensive items out of sight, even when you're in
  the room.

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In Your Room 3

• Never open the door to a stranger. Even when
  expecting guests, use the peephole to make sure
  you know who's waiting outside.
• Give the appearance of an occupied room. As you
  leave, turn the TV on and close the curtains. Do
  not post a "please make up
  room" sign. If your room has
  already been cleaned, use the
  "do not disturb" door hanger.

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In Your Room 4

• Do not place the in-room breakfast menu on your
  door at night. This sends a clear message that
  there is a single person in the room.
• Never prop your hotel room door open. When
  closing the door, always use the dead bolt, as
  well as a chain lock if one is available.

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Hotels are a place to have fun or get business
done. Its a hotels job to achieve your overall
satisfaction without feeling obtrusive. So much
of the safety practices go on quietly around you
with little notice.
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It is a difficult balance but there are many
hotels that meet those safety goals and your
guest satisfaction everyday.
The key is for you to be a partner in safety and
security with the hotel you contract with, it
will be a win-win for both of you.