July 10th, 2007
Reality check: every hotel can attract criminals - Checking in: perspective & letters
What would we do without television sweeps?
When TV networks pull out all the stops and offer their most “significant” contribution, we put everything else on hold so we can see exactly what a fat, obnoxious fiance is going to do to gross out his future in-laws, don’t we? Or perhaps we’ll see “The Donald” ultimately hire his replacement. I’d rather be subjected to the joys of “The Family Guy” or even “Blues Clues” than watch most of what TV networks are dishing out. Rod Serling–help us get out of this fifth dimension!
The drivel coming out of Hollywood and New York always has a hotel twist to it. In the fall, it was an expose about the cleanliness of hotel rooms. This month, we’ll be subjected to a look at the lack of safety at hotels. I can’t argue that cleanliness and safety are not important topics to consumers–they probably rank one and two in any consumer survey. An open look at security measures in the U.S. hotel industry should include the good as well as the bad, but I get the feeling that the good side of the story will get shelved in a quest for ratings. I’m sure NBC will do a bang-up job instilling fear in the traveling public. Hidden cameras, undercover expeditions, belligerent interviews–you know, all the journalism styles that talking heads on television have in their bag of tricks.
The fact is, no hotel is completely safe from criminal activity. Lodging operators are the target of crooks just like any business that opens its doors to the public.
Any hotel can be preyed upon by law-breaking scoundrels if the operators aren’t observant and diligent with their efforts to remain a safe haven. It’s important that hotel operators head off these dirtbags before they can cause trouble.
Having a security program in place–regardless of the size of a property–is the No. 1 priority for hotels. Crimes at your property will circumvent your business objectives. As Tony Marshall, our resident legal guru, will tell you: Common law requires a hotel to exercise reasonable care for the safety and security of its guests.
There are ways to provide guests an experience that’s safe, as common law requires:
* Complete background checks on all employees. They usually cost less than 35 bucks–money well spent for peace of mind.
* Have professionals train employees how to identify possible criminal activity. Properly trained employees can lessen the probability of crimes.
* Hire dedicated security agents.
* Enforce lock and key control. Let guests know their room numbers discreetly and require that guests have room keys to enter the building overnight.
* Illuminate your property.
* Illuminate your property some more. There can never be enough interior or exterior lighting at a hotel.
* Install and monitor a surveillance system. If you aren’t watching, bad things can happen, and you could end up in court and on TV.
* Don’t be afraid to get chummy with the local police department. Would it hurt to invite the guys on your beat over for the hot continental breakfast you serve daily as a way of saying thanks? Having a few extra police cruisers traversing your parking lot is never a bad idea.
* Purchase the American Hotel & Lodging Assn.’s video about safe traveling and offer it as an option on your in-room entertainment system.
Having the proper security policies and instruments in place can greatly reduce the risk of criminal activity at your property. Having TV camera crews show up at a hotel isn’t bad, as long as it isn’t to cover a crime or other problem. You can help prevent that by being alert.
There are bright spots during TV sweeps and the reality-TV craze. Jon Tisch, the personable leader of Loews Hotels, will be featured in a reality TV show that will show him performing everyday jobs at one of his hotels while the employees act as his boss. It’ll be a cliffhanger: Will Jon will use a toothbrush to clean the bathroom floor?