The term security has become complex and comprehensive; nothing can be left outside

its ambit. Therefore, policies and strategies should be framed keeping in mind any future
requirements and not merely looking at current scenario. (Singh, 2011) In view with this,
security agencies face a dynamic and rapidly evolving environment which requires them to
collect and process data from a broader range of sources and at a faster pace than ever before.
These agencies were challenged to acquire, identify, integrate, analyze and disseminate relevant
information from the collected data to achieve proficient performance. (Giri, 2011)
According to the report entitled Better Information Management Leads to Better Internal
Security, the greater the economic base, whether it is a country or a business, the higher security
threats will be. There cannot be a blanket approach to dealing with those threats. Therefore, the
threat mitigation strategy should be multi-pronged. It should be pre-emptive in nature, proactive,
reflects unity of efforts with all stakeholders, minimum collateral damage through surgical
strikes, wherever applicable and comprehensive enough to ensure cessation of recurrence of the
threat. (Confederation of Indian Industry, 2011)
Safe lodging and the reputation of a hotel are critical if not paramount to ensure success
for a single inn, hotel or hotel chain. These entities must properly provide for the protection and
maintenance of assets. This includes protecting human, physical and intangible assets. A hotels
reputation and standard conduct of business is based on the protection that is afforded to guests,
employees, visitors, contractors, the physical structure of the premises and all that is contained
therein and pertinent to the property.
Hotel security has become one of the industry's most importantand least discussed
issues. Internationally, there are no specific standards on providing security for commercial

buildings, especially for hotels. And in the turn of 21 st century, travelers have become concerned
for their safety, not just in the air, but on the ground. (Benham, 2003)
It is important to respect human freedom and rights while ensuring the best internal
security. And as promoter of tourism, hotels have two primary goals -- to make customers
comfortable and to keep them safe. (Benham, 2003) When guests check in, theyre likely more
concerned about making a meeting or going sightseeing. Security shouldnt be on their minds
during, or after their visit. (Donaldson, 2013)
Filipino hospitality is renowned worldwide, a distinct and joyous welcome, replete with
heartwarming feelings. (Valdez, 2014) However, local hospitality industry is one of the most
concerned about the security and safety of hotel guests because there is always the threat that
something may happen. For instance, Dusit Hotel Manila employs multi-faceted security
programs, combining the use of sophisticated equipment, a well-trained and disciplined force,
drills and other forms of educating employees and guests, and strict enforcement of security
procedures. (Arceo-Dumlao, 2001)
Technology can also be integrated in the internal security to enhance the security
capability of an establishment. (Singh, 2011) In Dusit Hotel Manila, in particular, they sports
sophisticated walk-through metal detector at the main and side entrances to ensure that no bomb
will get into the hotel. (Arceo-Dumlao, 2001) But recent study sponsored by Cornell Hotel &
Restaurant found that hotel guests did not appreciate the use of metal detectors, the obvious
presence of armed guards, and checking guest identification documents against law enforcement
records. (Lindblad, 2003)
Video surveillance in public areas around the hotel, monitored by a front desk employee
or a security officer, is a cost-effective way to keep track of what is happening on the premises.

The presence of closed-circuit television security cameras in plain sight around the hotel acts as a
deterrent and gives guests an additional sense of security. (Lindblad, 2003) In the Discovery
Suites in Ortigas uses closed circuit television (CCTV) system that allows security personnel
working on shifts 24 hours a day to immediately respond to an emergency and provide additional
sense of security to their guests. (Arceo-Dumlao, 2001)
But according to Lindblad, human surveillance is still an effective way to make the hotel
safer. Many hotels employ security personnel to act as bellhops and doormen, securing the
perimeter of the hotel and providing an early warning system for suspicious behavior. Mandarin
Oriental Manila provides this kind of security measures wherein they provide security officers
positioned at strategic areas in the lobby, public areas and the elevators. Roving guards monitor
the hotel perimeter 24 hours a day. (Arceo-Dumlao, 2001)
In the hospitality industry, security is a delicate balancing act. (Lindblad, 2003) Hotel
industries have two primary mandates, which exist at total cross-purposes: they want to put
guests at ease, but they also need to implement safety and security measures that may make them
uneasy. While it can be reassuring to see obvious signs of security precautions, it is a delicate
balancing act to not make the guests overly anxious about threat levels. (Cooper, 2009)
Hotel properties are wrought with upscale amenities from lavish architecture and
furnishings designed to transform the world, exotic ingredients and foods to satisfy even the
most squeamish and discerning palates, rare wines and cocktails procured specifically to take
guests on a euphoric journey. Even what is smelled, what is in the air, has been carefully selected
to entice guests to embrace the full experience and pleasure of what the hotel has to offer. Yet
with no expense being spared on providing these amenities; the security and safety for guests
often falls short (Farina, 2015).

Its a common misconception. Most guests believe that due to the high level of
accommodations and the prices that they are paying for these services, their security and
protection is assured. In many cases, nothing could be further from the truth. Unfortunately,
security and safety in hospitality properties around the globe is considered way behind the curve
ball when compared to other industries.
The reasoning behind this can be three-fold: a. Reputation - Hospitality organizations are
concerned about their reputation to customers, stock holders and their competition. Any
information related to security, or lack thereof, can make the organization appear weak and is
often deemed a detriment that can affect the strength of their branding; b. Financial As noted,
hotels do place a tremendous emphasis on providing the best amenities to their guests while
attempting to maximize their revenue. This leaves little room for the security and safety aspect.;
c. Return On Investment, or ROI - Traditionally speaking, security and safety have not been
known to be revenue producing entities or contributors to the bottom line. Successful programs
attempt to quantify cost savings for the organization through a decrease in liabilities and risk.
This is where many hotels draw the line and don't have an expectation of anything more. To
complicate matters further, many hotel management teams place security and safety into
stereotypical "required" expense categories.
The result: security, if available, often ends up with the least amount of focus, attention
and resources needed to adequately address the challenges and risks facing numerous
organizations.
It's important to remember that no two hotel properties are exactly alike. Depending upon
ones geographic location, community crime trends, profile of guests and global branding, hotels
can be vulnerable to varying levels of risk. This may be as extreme as the element of terrorism or

simply more common risks such as violent crimes, theft, fraud, fire, food poisoning or accidents
occurring on property.
Hotels fall into a special segment and category all their own. By the very nature of their
high-end amenities and the spending habits of their affluent and high-net worth customers, they
may be expected to implement additional levels of security and safety. Additionally, many
properties are now quickly discovering that government customers, meeting and event planners
may require that certain standards be met and proven, prior to a contract ever being signed.
A recent survey conducted by Choice Hotels Europe, indicated that SECURITY ranked
as the #2 most important amenity requested by travelers. This is a strong trend that is catching on
globally and hoteliers can either stick their heads in the sand, like the ostrich and wait for an
incident to occur then react in a less than modest fashion OR can become proactive by
developing a strategic plan to address any potential risks. The wrong type of event occurring
against just one property can be grounds for the failure of the business and can send ripple effects
that are felt throughout the entire hospitality and tourism industries.
Incidents do not need to be extreme or security-related to affect the organization overall.
Safety is also a dominant consideration. A luxury property, for instance, that hires a
pest/extermination company to service its kitchen or restaurant areas may elect to have this
performed in the evening hours when it is slower, so as not to disrupt the preliminary business
activity. This is a common practice within the hospitality industry. However without proper
staffing, supervision or communication on the part of the hotel or a misunderstanding in
procedures and protocol from the pest control/extermination company; adequate venting and
control of chemicals might not occur. This failure can have staff and guests complaining of

suspicious fumes, exhibiting the possibility of illness or the late evening full evacuation of the
property. The usual negative media and press coverage of this incident goes without saying.
On a greater note, the economic downturn may be forcing some honest people into
desperation and dishonesty whether from external sources or within the employee pool itself.
Due to the open and welcoming environment of hospitality, criminals look at hotels and their
guests as easy targets with intentions to exploit their weaknesses. And there are a myriad of ways
for them to accomplish these goals.
In some cases, hotels may do a better job of protecting its employees, guests and assets
and in others, may fall well behind properties of a much lower level. In essence, just because a
property has a high star or diamond rating, or is a member of an exclusive group; does not
indicate a stronger level of security and safety. (Hotel Business Review Journal, 2015)

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