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Security in Rooms’ Division Management

Security in Rooms’ Division Management


Every individual in hotel facility is entitled to security and safety of themselves and their belongings. Safety can be defined as the act of protecting the employees and the guests from any potential injury or occurrence of death in the hotel (Chan & Lam, 2013). Hotels ought to have strategies and ways of protecting their guests from accidents such as fire, terror attacks, and theft. Every employee and guest are entitled to reasonable protection by the hotel of which otherwise, the hotel is liable and should compensate for the punitive damages experienced. However, the safety attributes are affected by the age, market segment and location of the hotel. Most people make hotel reservations without enquiring security in the hotel as they assume protection from the hotel. However, the recent hotel attacks have raised concern on security issues and the proactive involvement of the hotels for the safety of the employees and the guests.

Impact of Sep 11, 2001, Attack, on Security in Accommodation Properties in Australia

The terror attack of September 11, 2001, in New York, affected the international tourism sector. This led to changes in the hospitality industry. Moreso, the attack greatly impacted on security issues in Australia as about 75% of the hotels changed on their security measures by tightening their security strategies (Chan & Lam, 2013). As a result of the attack, the management of accommodation facilities created awareness on the potential vulnerability of facility attack so as to take precautions. Additionally, the hotel management enhanced management training for preparedness of attack as well as keeping emergency plans current and updated.

Changes that Occurred in the Management of Security in Accommodation Facilities

With regard to the September terrorist attack, the accommodation facilities have taken precaution and invest on security measures in need to protect their guest, employees as well as the facility. The management has to balance the security and safety needs of the guests and still maintain a friendly service to the guests. In this aspect, the guests detailed are fed in the system and verified and they are thoroughly screened at the entrance together with their luggage. Further, the employees are checked more as the photo Id is screened as they check in. The safety equipment such as fire alarms, CCTV, and fire monitoring systems are maintained. The security system is well integrated for maximum security. Another change that has occurred is having fire safety plans and plans regarding emergency attacks. Many accommodation facilities have come up with safety programs whose function is to train the employees on safety measures to take in cases of attacks disasters such as fire. Additionally, many accommodation facilities have opted to hire additional security from security firms (Law et al., 2014).

Effectiveness of the Changes in Security Systems

The changes in the security system have enhanced safety and security in hotel facilities in that, the hiring of qualified security staff has improved coordination and communication in the security system. Installation of advanced security equipment has also improved security as there is great monitoring of the whole facility.

In House Versus Contract Security

The security providers of a hotel depend on factors such as the structure, capacity of the hotel, location, profile as well as the feasibility of the hotel (Rao, 2014). The in house security and contract security are commonly used by hotels. The in house security company is whereby a particular individual company is responsible for managing their security staff. Conversely, a contract security company is often a professional security company whereby it gets into a contract with another company with the aim of providing their security services to that company. There advantages and disadvantages accrued from both forms of security companies.

The in house security is more expensive than the contract security. This is because for in the house security, the company is responsible for providing the higher wages for the qualified personnel. This is contrary to the contract security whereby the cost is low due to the lower wages as all the benefits are covered in the service. In house security, the staff is more loyal as there is an opportunity to grow. However, in cases where the company is forced to lay down workers then security can be compromised. This is an advantage to the contact company in that it is able to deal with emergent staffing problems hence does not compromise security. The contract security may affect loyalty and commitment due to the high turnover rate. Additionally, with in house security, there is a good rapport and relationship with the guards and the employees. However, sometimes this is a threat to the hotel as the guides may compromise security with the aim of maintaining the relationship. This differs from contract company whereby there is no a strong relationship between the workers and the security officers (Rao, 2014).

Emerging Issues

Cyber Crime Attacks

Cyber crime has become the most challenging issue in the hospitality. Hotels are experiencing attacks such as phishing and advanced persistent threats. APTS is one of the dangerous attacks whereby the attackers bypass the defenses that are already in existence. Most of the hotels have unsecured WIFI. Hence, the WIFI is prone to hacking which risks exposure of the guest’s data. According to Schuckert et al. (2015), the data breach has been reported almost daily by the media, which is a great concern in the hotel industry.

Physical Crime

Even though physical crime differs from one country to another, there has been a noted increase in physical crimes in hotels. Physical crime includes burglary where social engineering techniques are used to possess the victims’ assets. Another technique that is used is the use of drug laps, especially in the guests’ rooms. This has been an emerging trend as some of the drugged guests end up losing their life as well as valuable items. There have been reported cases of physical murder in the hotel rooms whereby guests are found dead either as a result of strangling or stabbing. Terrorism has been on the rise especially for hotels in tourist attraction sites such as theme parks.

Credit Card Fraud

Generally, credit card fraud has been experienced globally in all types of businesses. The hotel networks are hacked with the aim of withdrawing funds from the credit cards and stealing the identity of the guests. In this type of crime, the fraudsters target a chain of individuals other than one individual. This is seen as a form of current pick pocketing but on large scale.

Loss as a Repercussion of Attacks

After a terrorist attack, the hotel undergoes a hard time in its recovery. The recovery costs; the attention of the media is often a high investment. Sometimes the hotel is forced to temporarily close to giving room for investigation and repair. This takes time and affects the reputation of the hotel. Hence, affecting the competitiveness of the hotel as it struggles to recover.


There are various strategies that may be put in place to overcome the challenges that the hotel industry is facing. Hotels can take security such as protecting their passwords and encrypting their data systems to prevent the cyber attacks. The hotels should further tighten their security both externally and internally, where all employees and guests are screened thoroughly, put up perimeter walls, CCTV can be installed and security guards in all parts of the hotel. Security equipment should be digitalized and use the latest technology (Schuckert et al., 2015). This will help reduce the physical attacks of the hotel. Hotels should also come up with an online payment method that does not require the use of credit cards by the guests. This will reduce the loss of money through the credit cards. With regard to repercussions of the attacks, the hotels should set up emergency funds to cater for any disasters that may occur.

Security Requirements

The security department should ensure that the guest room is well, equipped with security enhancing equipment such a 24-hour communication system, a peephole through the door, suitable locks on the doors, and biometric application which can be used to limit access to various rooms hence enhancing security. The security management should also have a two-way cable which is interactive so as to enhance security through emergency communication. This will help to monitor the guest rooms. Hotels should have floor plans that give information on the guest in case of emergencies such s fire. Hence, hotels should reinforce strategies to curb terrorism and other security issues in the hotel.


Chan, E. S., & Lam, D. (2013). Hotel safety and security systems: Bridging the gap between managers and guests. International Journal of Hospitality Management32, 202-216.

Law, R., Buhalis, D., & Cobanoglu, C. (2014). Progress on information and communication technologies in hospitality and tourism. International Journal of Contemporary Hospitality Management26(5), 727-750.

Rao, R. S. (2014). Emerging trends in hospitality and tourism. International Journal Of Research–Granthaalayah A knowledge Repository1(1), 1.

Schuckert, M., Liu, X., & Law, R. (2015). Hospitality and tourism online reviews: Recent trends and future directions. Journal of Travel & Tourism Marketing32(5), 608-621.