Time’s up!


Many hotels don’t have dedicated in-house security teams, and interestingly, hotels that don’t have security departments have been known to score better than hotels with in-house specialists when guest “sense of security” is surveyed.

It’s common for operations staff to be the key to how a property’s security is perceived. Room attendants know what is and isn’t “normal” in a guest room. Experienced front desk clerks know which types of guest and which types of bookings are most likely to cause problems during a guest stay.

Remember that you’re not alone. Liaise with local police and fire authorities, as well as the management of companies engaged to provide security support services (i.e., guarding company, CCTV servicing company, alarm services company, etc.). Keep a roster of key contacts that includes relevant phone numbers and email, including after-hours contact information. Plan regular meetings with these contacts so responders have a familiarity with the property and the intended actions of the hotel for various emergency scenarios (e.g., a walkthrough of the active shooter plan with the local police, a walk-through of the fire response plan with the fire department, etc.).

Help employees understand how their workplace is designed to keep them safe and that they’re responsible for taking their personal security seriously. The more comfortable, confident, safe, and secure your staff members are, the better they’ll perform their tasks. When this occurs, guest service is enhanced, which in turn leaves guests with a satisfying feeling of personal safety, security, and comfort.

How can you raise the “sense of security” level in your hotel?

Paul Moxness is Managing Partner at NorthPoint International, a company specializing in hospitality security, safety, resilience, and public-private partnerships. He is also a member of the UN Global Network of Experts on Protection of Vulnerable Targets Against Terrorist Attacks. He can be reached at .


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