Security as a New Normality for Hospitality
25 February, 2020, 3:00 pm - 4:00 pmFree - £10
Parts of the travel industry are required to take security extremely seriously. In the aviation industry, passenger safety and security are all-pervading, even overriding comfort and service. However, in the hotel sector security is prominent. This is curious given that a hotel becomes your home for the duration of your stay and your home should be a place of safety and security.
Hotels are exemplary at providing excellent standards for comfort and service, but security is often not a priority and consequently there is a mixed picture across the industry.
There is now overwhelming evidence that the mind set of guests has changed in recent years, with survey after survey revealing that travellers prioritise security and safety over all else. The mindset of the traveller has undoubtedly changed from one of ‘it won’t happen to me’ to one of ‘it might happen to me’. This has been influenced by the increased reporting of criminal and terrorist attacks on hotels in recent years. Many hotels have long acknowledged that service and security are not mutually exclusive concepts and have afforded security the same priority as service and comfort. They have thoughtfully designed security into their service provision at every level in an effective but unobtrusive way and see good security not only a moral obligation, but an indispensable part of good service. After all, it only takes one security episode to undo all the good work of a hotel and destroy a hotel’s reputation.
We are going to discuss how service and security can be one and the same and send subliminally reassuring messages to guests whilst at the same time prove threatening to intruders.