Hoteliers often walk a fine line between providing a safe and secure environment for their guests and staff while also maintaining a warm and welcoming atmosphere. But best practices combined with new technologies can help make properties safe without creating a “bunker mentality.”
Advances in artificial intelligence, emergency communications and robotics provide a unique opportunity to dramatically improve safety while still creating a memorable guest experience, said Stacy Stephens, executive vice president and chief client officer at Knightscope.
“Stationary devices available to hoteliers include facial recognition systems that may be used to identify known threats such as terminated employees, people to whom criminal trespass warnings have been issued, and domestic abusers attempting to reach their victims at work,” Stephens said.
Stephens added that fully autonomous security robots are now capable of patrolling hotels and their parking lots/decks to seek out anomalies and deter undesirable behavior. They do this through 360-degree 4K video, two-way audio, license plate readers, people detection, wireless device detection and thermal imaging. They can even be branded to match each hotel’s “persona” including graphics, voice of the robot, and custom broadcast messages sensitive to context (such as night/day, restricted areas, public spaces, etc.).
“Layering in modern, solar-powered, wireless emergency communication devices such as blue-light towers and ADA-compliant e-phones with security robots further strengthens and elevates the security profile of any hotel, and also helps cure an overconfident dependence on cell phones,” Stephens said. “Towers and e-phones reduce liability by being conveniently placed throughout a property to provide a direct communication portal in times of danger, personal crisis, medical emergencies, or to report suspicious behavior or activities.”
Keeping the Promise
In 2019, the hotel industry included employee safety requirements into the American Hotel & Lodging Association’s Five-Star Promise. To help address this requirement, AT&T Professional Services developed a customized solution called AT&T Staff Alert, and today it is in place at hotel properties in the U.S. and Canada.
AT&T Staff Alert is a wearable, lightweight device that can activate an alert for help by an employee who is feeling threatened or in danger. The employee’s location is sent to hotel responders, who are designated at the property level to provide immediate assistance.
“Staff Alert operates through a combination of Bluetooth, AT&T’s LTE Network and an Internet of Things infrastructure to provide location data,” said Lee Wagner, area vice president, AT&T Connected Solutions. “This means employees do not have to rely on spotty local Wi-Fi networks or other technology to send critical life-saving alerts.”
AT&T Professional Services also can monitor the solution infrastructure to ensure the locator beacons and other hardware are operating properly, helping improve hospitality professionals’ safety with an IoT-connected solution, Wagner added.
Subtle, Effective and Easy to Implement
Safety technologies can be implemented subtly and without overhauling the structure or ambiance of a building, said Yasmine Mustafa, CEO of ROAR. She noted that a wearable panic button system offers an easy-to-implement solution. These systems allow employees to silently and instantly call for help when they feel threatened, spot unauthorized visitors or contraband, or witness anti-social behavior. Responders can pinpoint the employee’s exact location, facilitating swift action to reduce risks and preserve the guest experience.
“There are many panic button solutions out there, and we’ve seen them pay for themselves in the outcomes they’ve had, such as reducing incidents, improving morale, and even enhancing recruitment and retention,” Mustafa said. “Panic button technology empowers staff to act as vigilant property observers, helping detect and address suspicious behavior early, reducing escalation risks. Moreover, these devices have proven beneficial in scenarios where staff assist guests during medical or domestic crises, and in human trafficking interventions, ensuring staff can report concerns safely.”
Mustafa added that management that provides awareness and de-escalation training, uses panic buttons, restricts entry access, and employs cameras and signage are following best practices in protecting staff and guests. Those with security teams that monitor areas, conduct drills, and use AI-enhanced CCTV to autonomously detect and report issues are offering additional safety layers.
Revolutionizing Hotel Security
Parminder Batra, CEO of TraknProtect, said leveraging technology empowers hoteliers to create a secure yet welcoming environment for everyone. Real-time location tracking systems, in-room devices and wearable panic buttons for staff enable rapid response to incidents and help ensure a safe environment.
“Best practices include integrating these technologies with existing security systems, conducting regular training for staff, and maintaining clear communication channels for reporting and addressing safety concerns,” Batra said. “Recent technological advances such as IoT-based asset tracking, AI-driven security analytics and advanced access control systems are revolutionizing hotel security. These innovations not only protect guests and staff but also streamline operations and improve the overall guest experience.”
This article was originally published in the July/August edition of Hotel Management magazine. Subscribe here.