Ramping up hotel security in the face of terrorism
From past experiences, we know that the threat of terrorist attacks is not a new phenomenon for hotels and, that in the immediate aftermath of any act of terrorism; the flow of tourists will dramatically plummet or even totally stop. To put things into perspective, after the Paris attacks in November 2016, hotels’ occupancy rates reportedly dropped 21% the very next day and 23% two days later. The Chairman of the Mount Lavinia hotel reported a 30% drop in bookings at that hotel within a few days after the Easter Sunday attacks.
Given the horrific nature of Easter Sunday’s terrorist attacks, the public’s nervousness is understandable. Colombo and other cities in the island were eerily quiet - especially by evening. Hotels, restaurants and late night venues are reporting both cancellations and reduced customers, as Sri Lankans, coupled with the drop-off in tourist business, are not staying out after work.
Like the rest of the country, 10 years after the end of the war with the LTTE, complacency set into our mindset. No one it seems expected a major threat. Up until 9/11, terrorists mainly targeted military and government facilities. As government and military agencies strengthened security, terrorists found civilian sites such as places of worship, popular tourist attractions, hotels and restaurants to name but a few ‘easier-to-hit’ targets. So long as there are extremists terrorists globally, the threat level, especially to hotels and restaurants, which are perceived as purveyors of western influence, will constantly remain high.
Managing, eliminating or mitigating the risk from terrorism will need to be an everyday business continuation decision-making process from now onwards. No longer can it be adhoc, because it is incredibly difficult to have a quick-fix solution to what we witnessed.
For some hotels and restaurants basic common sense together with vigilant staff and well planned (rehearsed as well) contingency arrangements may be sufficient. Larger hotels and establishments may need to do more.
The hotel industry should work with the security and ‘first responders’ to devise crisis action plans. Detailed blue-prints including computer-aided visuals of all internal and external aspects of the hotel building structure should be instantly available. This would enable assault teams to identify what to expect even before going in. For example, long corridors and hidden stairwells can turn into dangerous mazes in the heat of the moment.
Prioritise the types of threats and allocate protective and preventive resources (technology, manpower, etc). An integrated approach is necessary. This involves planning about physical, information and personnel security. Remember, terrorism can manifest itself in different forms including threats or hoaxes aimed to frighten, intimidate and cause chaos.
Safety of guests and staff is paramount. Hotels should therefore invest in training their staff. It should be all staff and not just security and frontline staff. Everyone must have a basic training and be knowledgeable in counter terrorism measures.
Just as much as we tell our staff ‘know your guests’, staff need to be familiar with the behavioural pattern of terrorists. Staff needs to keep a closer eye on customers – especially hotel guests. The day housekeeping staff carry explosive detectors may not be too far away.
In the end, no system is foolproof… and yet not having a system is absolutely foolhardy.
Shafeek Wahab – Editor, ‘Hospitality Sri Lanka, Consultant, Trainer, Ex-Hotelier |
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To terrorist extremist, it’s all about vulnerability. It no longer matters if yours is a ‘no-frills’ hotel or five-star hotel. So long as there are rooms, food, service and staff, people are going to be staying there. It’s the same in a restaurant.