Enhancing Security Process And Systems In Hotel Industy Tourism Essay

Enhancing credentials Process And Systems In Hotel Industy Tourism EssayIntroductionSince its inception hotels control beard movelers with a tail end to stay away from home and which offers them amenities that would ensure their comfort and credentials system measures. The hotel fabrication core value is to deliver quality service to their invitee, and with it likewise comes the stipulation of organism responsible for their hostage while under their c ar. The shelter of a hotels guest and how the hotel forethought and staff take the steps to ensure this spells the achiever or failure of any establishment. A lax protective covering would besotted exposing the guest to a different number of risks and would as well reflect sickly on the hotels reputation. Therefore protective covering system is much or less subject the hotel application should invest upon to ensure its success, because the privy line is the question of whether or non a guest pull up stakes choose to return to a hotel depends solely on how safe and right they feel while staying in a hotel.However this basic supposal is not that easy to put in practice. opus different establishments wargon endeavoured to put in place certificate measures that would ensure the safety of its guests much(prenominal) as ensuring confidentiality of its guests personal data, using surveillance equipment and the like the fact is scientific feelers suffer besides been utilise by some criminal elements to perplex guarantor measures for their own unscrupulous intentions. Cases of identity theft using knowledge stored in a hotel guests key cards, and the recent curse of terrorist attacks are completely some of the bail issues that the hotel attention has to contend with. This paper seeks to hire the earnest measures measures being put in place by the hotel industry and how it relates to their avail adequate to(p) effectiveness. In go awayicular this research study sh wholly a im to achieve the undermentionedTo identify the forms of breaches in hotels certificate schemeTo identify the security system and other safety policies of three hotelsTo determine recommendations that willing enhance and however start the security system of the hotel industry.The method that will be use in this research paper is a instance study of the security measures of three hotels the Hotel Marriott, the Intercontinental Hotels host, and the Shangrila Hotel. The three hotels were selected in this study because they are cognise to be among the leaders in the hotel industry they feel faced or are in danger of facing serious concerns related to security (the Marriot Hotel was attacked by terrorist bombers in the past) and they are excessively leaders in the correction of hotel security. The analysis that will be used in this case study will be based on the assessment paper by Alan Orlob the Vice-President of Corporate pledge for the Marriott foreign, the talk delivere d by David Bradley Bonnel who is the Director of Global Security for the Intercontinental Hotels Group, and the Security protocol issued by Shangrila capital of Indonesia. This research paper shall besides review related literature concerning the hotel industry its values and principles in comparison to ensuring security, and related internet sources concerning hotel security procedures and measures.Literature Review tally to Capparella J. (2002), the tidings hotel is derived from the 14th Latin word hoste meaning person or thing that provides something for a guest, usually lodging, and some seasons food. The concept of a hotel was to provide some sort of temporary lodging accommodations for transients. Hotels varied little in antediluvian patriarch times when they were first described as simply being a boarding house providing a place to rest and nothing more. through go forth the early centuries (1 AD forward) the evolution of the hotel was also minimal. In the middle ages the hotel began to transform.European and English inns became the variations of the hotel during the middle ages. More specialized functions and amenities were included in the inns operate. Among these amenities include the private rooms, public kitchens and public gathering rooms. more or less inns apply also constructed small taverns which were aimed to bring comfort and convenience of the traveller. During this period, the hotel variations were no longer treated and viewed as merely a place to fall out(a) the night. This emergence in the middle ages provided the transition of the hotel concept which will ulterior on become part of the hospitality industry.As the said development emerged during the middle ages, the latter part of the period provided another significant advancement in the inns. Laws, rules and regulations pertaining to the operations of the hotel as well as the corresponding function of the owner were imposed. A French jurisprudence during the 1300s dictates that any lost quality of a client must be replaced by the landlord. A vitamin C passed when another French law mandates the registration of every hotel to the state. The English near this period has also formed another set of guidelines and regulations that discusses in pointedness the comfort and cleanliness provided by the hotel to their guests. The said guidelines solutionually served as the European precedent for hotels. However, in spite of these advancements, a number of hotels and inns stay lacking on measures involving the privacy and security of guests. Rooms that are considered private have no close ups and the guests are exposed to an un rock-steadyd communal setting.In the 16th century, France complete culinary requirements for hotels that offered dining services that were based on a military rank system geared toward quality, promotion, and competition. In the next century, this system of rating a hotel was formally established throughout Europe. By the 1700s, particularly in France, is when the hotel industry or hospitality business formally established itself. Lodging also transformed into a mixed-use business that now offered a variety of services and amenities. The standards for quality, comfort, value, and service were now synonymous with any place of lodging adding to its exposition of being a temporary place to spend the night. (Caparella, 2002)In the States the concept of the hotel as we know it was further develop with the appearance of life-sizeger hotels during the 1800s. These hotels differentiated themselves from other lodging types by their size and by fling of luxurious amenities. Most of these hotels were in large cities and along the major travel routes of stagecoaches, and later the railways. (Ibid, 2002)With the passage of time the core aspects of the services provided by the hotel industry was already well established with good service and security as one of the key concerns.Based on common law hotel patrons unrem arkably subscribe that hotels have created a relatively safe environment, and that the, common law concept of the innkeepers doctrine anticipatees the hoteliers piece in importanttaining a safe and secure environment by requiring the hotelier to take all reasonable measures to provide a secure environment for guests and to safeguard guests property. (Feickert, et.al. 2006)The concept of reasonable resistance was further advanced by the courts upon which the levels of liability of hotel owners were incrementd. The small and independent hotels were also similarly held liable to the standards imposed on large and popular hotels so giving emphasis on the issue of security among the industry disregardless of the size and popularity of the establishment. The said impression of the innkeepers doctrines common law aims to highlight the role of the hotelier in sustaining a safe environment through the adaption of all logical measures to ensure a secure environment to be enjoyed by th e guests. The concept of reasonable protection was advanced by the court and has positive into increasing levels of liability of hotels.To date, the issue of security inner the hotel industry dust a primary concern among hoteliers. The said issue remains first in the minds of both the guests and hotel jitneys particularly in light of the turmoil of field events. Such concerns of managers often dwell on the most acceptable security measures to hotel guests which will directly be viewed as a measure that will ensure safety and security. With these concerns, hotels must also ensure that providing a welcome environment remains their highest priority.The hotel guests needs reflect their view on the hotel industry. opus a traveller looks for adventure in his travels in each field and country, he still expects to rest and relax within the confines of his hotel room. While he expects to experience thrills out of exploring places, he would need to have entrance fee to recreational f acilities of the hotel such as the use of the pool and the services in the hotel bar. The guest anticipates the best treatment from the employees and expects traits such as honesty and complaisance for privacy to be recognized. Being on a holiday, the guest does not expect neither hassles nor inconveniences to hamper his trip. Adapting this perspective of the hotel guest, hotels have formed several(prenominal) quick and effective measures to ensure the security of the guest without invading the privacy.Hotels have also become the ideal target for terrorists since 2004, the post-9/11 period. Militants can assume the same type of strategies to give a statement against the Western imperialism. Hotels remain one of the best targets for such terroristic acts since Western businessmen, government officials, diplomats and intelligence officers public the hotels. Such place provides the ideal scene for inflicting terror through internationalistic media without penetrating the security ra nks of Embassies.The shift towards the targeting hotels was traced to the attacks against hotels in several parts of the earth i.e. Pakistan, Iraq, Jordan, India, Afghanistan, and Egypt. Attacks instigated in Amman, Mumbai, capital of Indonesia and Sharm el-Sheikh were coordinated to hit more than one hotel.Addressing this issue, hotels have adapted measures that will develop security within hotels. The hotel security was comprehend to have improved since 2004. Such security mechanisms in several hotel have helped saved lives such as the Marriott Hotel in capital of Pakistan. The hotel industrys vulnerability to attacks is caused however by the strategic nature of hotels.In addressing security issues, the typical notion of habitual manages and security manages is that the installation of obtrusive and indiscrete security mechanisms will only generate more concern from the guests instead of creating a safe and secured environment. new(prenominal) hoteliers often see security meas ures as unnecessary and merely increase the hotel expenses. Nevertheless, the security department and its managers role increased throughout the years. A main concern of hotel owners is the merging of security measures in the operations of the hotel. Instead of separate the security department from others, security must be integrated within the operating procedures of the hotel. Security measure served as part of the hotel security rule particularly different types of technology such as electronic card-locking system, tv camera and communication system, as well as a closed electrical circuit television. Additional security features can include safe-deposit boxes, guest- admittance locks as well as the regular life-safety systems i.e. sprinkler systems, alarms and fire extinguishers.Hotel security features have been increasingly unquestionable in the past years. This can attri anded to the increase in neighbourhood crime, scientific advancements and a shift in the demographics o f the hotel guests. Such is the case of the electronic door locks which generates a feeling of security expected from the safety measure. Hoteliers have also taken a closer look at the needs and wants of the female person traveller being primarily concerned over safety and security measures.As expected, hotel managers may face challenges as the media continuously work on bringing criminal actions to the limelight particularly since the news of the 9/11 attack have changed the perceptions on travelling and safety.Body of the Study and seek ResultsCase Study Number 1 The Marriot Hotel ExperienceOn July 17, 2003 the JW Marriot and the Ritz Carlton in the upscale area of capital of Indonesia, Indonesia were attacked by two suicide bombers. The bomb nail cut down killed nine concourse and injured about 52 individuals. Based on the investigation following the attacks it was found out that the suspects checked into the hotel as guests, and that the explosives they used were smuggled in to the hotel in their luggage which was not checked because it was too big and had to be placed in a trolley. The hotel staff did not detect anything because they assumed that hotel guests cannot be terrorists. On September 20, 2008 another Marriott hotel was attacked in Islamabad, Pakistan. A dump truck which was filled with explosives was detonated in front of the hotel killing 54 persons and injuring 266 individuals.Based on the report that the Vice-President for Corporate Security Alan Orlob made to begin with the United States Senate commissioning on Homeland Security and Government personal business in 2009, the Marriott security measures helped in preventing a much bigger mishap in both the Jakarta and Islamabad attacks. In Jakarta during the time of the attack the hotel security were on Threat Condition Red. Orlob claims that the checkpoint placed at the hotel gates prevented the suicide bomber from driving a vehicle take away with explosives straight into the lobby of the hotel. Orlob also states that because of the alert solvent of the Merriotts three security violence who were manning the checkpoints that day, helped in preventing the driver from entering the lobby of the Hotel.In the Islamabad attacks a combination of a hydraulic barrier and a stray down barrier prevented the vehicle of the suicide bombers from approaching the main set forth of the hotel. The vehicle filled with explosives was detonated at the barrier killing 56 people out of the 1,500 people who were billeted at the Marriott during that day. Orlob claims that the casualties would have been larger if there were no security measures that were put in place. During the attacks in Islamabad, Orlob states that the hotel had 196 security personnel, 60 of which were on duty during that day. They also had sixty two CCTV cameras placed on the inside and outside of the hotel and bomb sniffing dogs.However a paper by security expert, John Solomon the Head of Terrorism Research, World Check (2009) states that in both the Jakarta and Islamabad Marriots security program has had shortcomings on two aspects. jump is that the hotel did not have adequate measures for screening guest and staff for executable terrorism risk. Solomon pointed out that in both the Jakarta and Islamabad attacks the terrorists were able to study the area of the hotel and gather intelligence information by checking in as guests. The second shortcoming relates to the failure of the hotel security and risk manager to correctly analyze the accomplishable security risks that the hotel faces. According to Solomon the problem is callable to security and heel callterrorism specialists penchant for analyzing a security threat exclusively on historical patterns.The common practice of hotels is to hire these security specialists to make a risk assessment which the hotel faces. However by seeing terrorist attacks as fall out patterns what happens in the future will be the same to what is occurri ng in the stupefy and what transpired in the recent past fails to grasp the fact that terrorist tactics are constantly evolving and developing. The result of this way of thinking is that security experts fails to adopt cover measures that are applicable to the possible dangers the situation poses.Ironically Orlob also had a similar observation when, as part of a team of hotel security specialist, he visited Mumbai, India after the terrorist attacks in 2009 to the Taj Mahal, Oberoi, and Trident hotels. Orlob included these findings in the same Senate Committee hearing that i have mentioned above. According to Orlob the Taj Mahal hotel failed to address the following security concernsBefore the attacks the terrorists were staying in the hotel for several months posing as guests. They were seen taking photographs and have been studying the layout of the hotelThe police who responded to the attacks were not familiar to the building layout and the plans that were outdated and did not indicate the renovations that has taken placeThe Taj Mahal hotel lowered their security measures due to a wrong intelligence report that was given to themThe hotel did not have sensual security measures such as barriers, sprinkler systems and the like which could have helped to slow down the terrorists if not deter them.Orlob has noted during the Senate Committee report that after the attacks on the Marriott the security measures in placed have already been reviewed and developed to wangle with the threat of terrorists groups.Case Study Number 2 The Intercontinental Hotels GroupThe Intercontinental Hotels Group (IHG) is one of the leading international hotel chains in the world today. Currently there are about 4,186 IHG hotels operating world(a) bearing the IHG brands of InterContinental Hotels, Crowne Plaza Hotels, Holiday Inn and many more which are franchised and are owned by private companies. The IHG main military headquarters is based in the United Kingdom and there are re gional offices for the Americas and Asia Pacific region.During the 2009 Mumbai terrorist attacks the Intercontinental Hotels Group were able to send out instruction manual to two of its hotels in the area concerning security measures they should put in place. According to the Director for Global Security of IHG David Bonne, this quick response helped to shield the IHG properties from the attacks. Bonnel points out in a report dated March 11, 2009 that the IHG were able to address the threat posed by the Mumbai incident due to the timely and germane(predicate) information shared by individuals who are in charge of the security and counter terrorism program in their respective corporations. This association of professionals dealing with incarnate security were instrumental in providing intelligence that helped to facilitate assign response to the crisis, effectively deploy resources, and ensured the flow of information between the corporate headquarters and the hotels that were a ffected by the attacks.Bonnel states that after 9/11 attacks the IHG has developed a security plan that specifically addresses the threat posed by global terrorism. This security plan is based on the provision indicated in Title IX of the 9/11 Commission Act which has mapped out crisis caution as the preparedness of the private and public sector on three aspects of operation which deals with rescue, restart, and recovery.According to Bonnel the IHG crisis management system is an integral part of the whole structure of the corporation, organizational culture, and operations of the company, and provides an effective and flexible response to probable and expected threats to security. The IHG system works through different but interconnected aspects which focuses on the following constant threat assessment tinge action plans and business continuity plans that are specific to the site gnarled a crisis response plan for senior executives crisis response teams a communicate for interna l communications and a training program for emergency response. The IHG crisis management systems main thrust is to ensure that in the event of a threat or crisis its investments and guests are protected and rescued if the need arises, and in the event of damage to the corporations asset, the system ensures continuity in operations and business functions. angiotensin converting enzyme of the core aspects of this crisis management system is the development of a comp counter terrorism program which is based on responding to threats and leads gathered from a tried intelligence network connected with the Department of Homeland Security (DHS). This counter terrorism program works by evaluating and then categorizing all of IHGs hotels against a profile on terrorist risk. Each hotel location will also be assessed in a regional strategic threat assessment. The entire IHG hotels mental ability to resist an attack will also be comprehensively assessed, and management will be provided with an action plan that would increase the hotels security capability. A strict monitoring of residency to the plan will also be carried out to ensure its implementation and in order to have a constant evaluation of the whole implementation process. According to Bonnel the IHGs counter terrorism program was designed with the view of implementing it within the framework of mandatory compliance with standards regarding operational and structural safety and security.Case Study Number tierce The nirvana Hotel JakartaHotel Shangri-la Jakarta is one of the hotels that are in operation in the Southeast Asia region. The information issued by Shangri-la Jakarta states that it has a superb reputation when it comes to ensuring the safety and security of its guests and personnel, and the hotel claims that many experts in security has considered it to be a preferred base in the urban center in case of emergencies. The security measures implemented by Shangri-la Hotel Jakarta are quite similar to the Marriot and IHG. It has a UVS or Under vehicle Scanning system which is located at the main gate of the hotel it has EVDs or Explosive Vapour Detectors it employs bomb sniffing dogs that have been certified by the Australian Law Enforcement and Working Service Dog Handler Association its roentgenogram machines for luggage scanning are state of the art around 330 CCTV cameras are installed in the hotel there are around 200 highly practised security staff there are satellite telephones in case normal phone communications are cut off and the hotel also has a helipad on its roof. The Shangri-la Jakarta also boasts of a comprehensive Civil Disturbance Plan designed to address different possible situations that might arise in its country of operation.Like the Marriott and IHG the Shangri-la Hotel Jakarta hires security experts that acts as consultants to the hotel. Reliable intelligence is provided for by these security consultants. The Shangri-la hotels team of local and internati onal experts in security helps in property the hotel abreast to the security situation in Jakarta which develops its readiness and competency to respond to any potential threat to its guests safety and security. The chart beneath shows the comparative data of the three hotels based on the reference secular usedHotel MarriotIHGShangri-la Hotel, JakartaSecondary 1 deadbolt lock jackpot detectors and fire sprinkler systemsCCTV camerasExplosive Vapour DetectorsX-ray machinesCCTV CamerasX-ray machinesSmoke detectors and fire sprinkler systemsOther security measures possibly use but not identified in reference material used by researcher.UVS (Under fomite Scanning) systemEVDs (Explosive Vapour Detectors)X-ray machinesCCTV camerasSatellite telephonesHighly trained security personnelBomb sniffing dogsExpert ConsultantHighly trained security personnelBomb sniffing dogsExpert ConsultantHighly trained security personnelBomb sniffing dogsExpert ConsultantViewports in all guestroom doors inn er corridor access onlyaccess control on all guest exterior access doorsViewports in all guestroom doorsbollards and barriersSame although not indicated expressly in the reference used by the researcher.Same although not indicated expressly in the reference used by the researcher.Roof helipadSecurity Guidelines and tweak PlansCooperation with International Security specialists groups and Government Agencies concernedSecurity Guidelines and Emergency PlansCooperation with International Security specialists groups and Government Agencies concernedSecurity Guidelines and Emergency PlansCooperation with International Security specialists groups and Government Agencies concernedConclusionThe case study of the security measures being implemented by the Marriott, IHG, and Shangri-la shows certain similarities in terms of the equipment used, personnel involved, physical structures built, and development of a comprehensive security and crisis management plan. any three has hired security e xperts to provide detailed intelligence reports and to acquit and develop a crisis and threat assessment in order to develop the hotels preparedness in the event that such threats will occur. It is also come about that security plans are directly related to the hotels image and reputation, and most security plans is actually part of the hotels commitment to its guests to ensure that their peace of mind and security are taken cared of while under their care.