Given recent events, many operators are reevaluating their safety and security strategies—or they should be, experts tell HM. From keyless entry systems and discreet camera networks to in-room tablets that provide guest alerts, hoteliers are leveraging technology to increase guest safety while minimizing manpower requirements, ongoing investment and environmental impact wherever possible.
Access Management is Key
“The tragic shooting of the UnitedHealthcare executive has underscored the increasing need for hoteliers to revisit and strengthen their safety and security protocols,” said Nicolas Aznar, president, Americas, at Vingcard. “This incident highlights the importance of proactive measures to protect guests, employees and visitors from potential threats, particularly in high-profile or heavily trafficked locations.”
For the hospitality industry, Aznar said, the tragic event serves as a reminder to assess physical and digital vulnerabilities within existing safety infrastructures. “This includes investing in advanced access-management systems that enable precise control over who can access specific areas of the property, reducing the chances of unauthorized access and otherwise avoidable risks.”
Despite ongoing staffing shortages, said Aznar, technological advances are making it easier to manage daily security access operations while enhancing hotel and guest safety. “For example,” he said, “cloud-based access-management solutions enable employees to securely oversee operations from virtually any internet-connected device. This mobility frees staff from stationary terminals, allowing them to handle other responsibilities without neglecting security needs.” Staff members can swiftly address potential risks such as stolen or misused keycards with real-time alerts, which include the ability to instantly cancel compromised keys, Aznar added.
With most guests accustomed to using mobile devices, he said, travelers now expect hotels to streamline their arrival experience by removing unnecessary steps to grant immediate room access. Although some guests enjoy using services such as unlocking their room through hotel mobile apps, Aznar said, guests increasingly prioritize hassle-free convenience, seamless organization, and instant responsiveness.
Compatible with Google or Apple devices, Vingcard’s digital wallet-enabled mobile key services allow guests to check in online pre-arrival by using either an emailed link or the hotel’s website, depending on a property’s preferences. “Using web provisioning,” Aznar said, “guests receive a confirmation email that includes the option to add a mobile key to their digital wallet.” When a guest selects this option, the system generates a mobile key credential that is stored in the guest’s digital wallet, along with room details. “That’s it—no forms to fill out or app interfaces to navigate,” he said. “Guests simply tap their mobile device on the guestroom door lock reader for instant, hassle-free, secure access.”
Tablet Takeover
With fewer than 25 percent of guests typically using hotel loyalty apps, said Neil Schubert, chief product officer, Hotel Communication Network (HCN), alerting guests to safety and security issues through their personal devices is impractical, as is using in-room TVs, which might be turned off.
Conversely, tablets such as those available from HCN provide an always-on marquee, usually positioned near the bed, for displaying promotional and other relevant hotel information. Should an emergency occur, Schubert said, rather than making audio announcements or slipping notes under guestroom doors, loss-prevention officers can immediately push an alert to notify guests of anything from an active shooter (the most requested tablet capability since the 2017 Las Vegas mass shooting) to alarm-system testing or drones capturing outdoor B-roll. “In most cases,” he said, “the notifications are more about telling customers what not to be concerned about.”
In-room tablets save on labor, paper and printing, Schubert added, which helps send a “green” message to guests. Moreover, tablets provide a digital communication channel that is upgradable over time through software. Tablet hardware lasts up to seven or eight years, he said. “And the hardware cost is extremely low compared to where tablet technology was just a few years ago.”
Back-of-House Vulnerability
Trevor Dowsell, chief technical officer, Hotel Internet Services (HIS), said that larger independent properties with in-house IT teams often do well in securing back-of-house networks, as do branded hotels. The latter use tighter systemwide protocols and preferred vendors, he said, because hackers can do more damage within an interconnected enterprise.
However, Dowsell added, most independent properties fall short in back-of-house network security. Although HIS does not work on back-of-house systems, he said, company representatives have observed that many such networks are minimally supported. “They are not necessarily continually patched, or security is not at the forefront of everyone’s attention. There’s some exposure there, because there isn’t a singular entity that’s ensuring security.” Guest networks also are traditionally unsecure, added Dowsell, because operators often consider incorporating proper security and encryption to be overly burdensome for guests.
Smile, You're on Camera!
Regarding security camera systems, Dowsell said, top-of-the-line cameras’ AI-enabled features can provide sophisticated alerts for missing objects or perimeter breaches. “However, most people are still just looking for a high-resolution image and a good recording. That what you need most.” Most of the company’s clients choose 4K resolution, which he said can reliably determine facial features, license plate numbers and what is in someone’s hand. “These aren’t the old convenience-store cameras of the past, where everyone’s a gray blob.”
Among camera types, Dowsell added, turret cameras are hot. Aesthetically, he explained, bullet cameras appear raw, obtrusive and somewhat threatening. But turret cameras blend into their surroundings and are self-contained for easier cleaning than dome cameras, which include an additional piece of glass outside the lens.
This article was originally published in the February/March edition of Hotel Management magazine. Subscribe here.