Tag Archives: Hotel Security

by | August 29, 2011 · 9:07 am

Hospitality Industry Security Risks: Hotels Are Targeted By Terrorists For "Worldwide Attention"; Housekeepers Should Be Trained To "Report Suspicious Activity"

“…Terrorists are increasingly targeting hotels because of the worldwide attention such attacks receive…so it’s important to have a plan in place. Marriott, for one, uses a multi-point crisis management program that is reviewed semiannually…”

Preparedness should extend beyond a company’s executives, said Tom Whitlatch of Hospitality Risk Controls. Housekeepers, those employees who spend a considerable amount of time in hotel hallways and guestrooms, need to be trained to keep an eye out for suspicious behavior.

Housekeepers, he said, should not be afraid to challenge people they see in hallways to show room keys. “We have to train them and get them to understand it’s OK to do that,” Whitlatch said.

Further, housekeepers need to keep their eyes open for suspicious activity in guestrooms, too, Durham said.

“It’s the housekeeper who might go into the room who might notice something unusual about a piece of equipment or luggage sitting on the bed,” she said.

For more:  http://www.hotelnewsnow.com/Articles.aspx/6312/Experts-detail-hotel-security-plans

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by | August 22, 2011 · 9:14 am

Hospitality Industry Safety Concerns: Survey Ranks Hotel's "Cleanliness" Over "Security" As Most Important Factor In Making Reservation

Americans rank cleanliness (43%) over security (11%) as the most important factor in selecting a hotel, according to a survey conducted on behalf of the Chubb Group of Insurance Companies.

The survey also showed that 84% of Americans would not refrain from traveling for business on September 11, 2011, the 10-year anniversary of the 9/11 terrorist attack. Fewer than one in five of Americans are fearful of flying on September 11, 2011, while only 16% are fearful about flying on an airplane on a national holiday.

“Travelers should take safety precautions more seriously, and travel security should be higher on their checklist than cleanliness,” said Jim Villa, a senior vice president and North American manager for Chubb’s Accident & Health business. “It seems that more people are concerned about housekeeping than security.”

In other survey findings regarding the 9/11 anniversary:

  • Nearly one-third of respondents would be concerned about being near a nuclear power plant on September 11;
  • 22% would avoid a chemical plant;
  • 18% would avoid entering a sports stadium or entertainment venue with a large crowd of people;
  • 16% would be concerned about being near an oil refinery;
  • 13% would be concerned about being near a military base;
  • 14% would not take a cruise;
  • 11% would not take a train; and
  • 9% would avoid taking a ferry.

For more:  http://www.chubb.com/corporate/chubb14110.html

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by | August 16, 2011 · 8:43 am

Hospitality Industry Theft Risks: Valuable Original Artwork Stolen From Los Angeles Hotel Located After "News Coverage" Leads To Tip; Hotel Security Video Holds Key To Finding Suspects (Video)

“We got an anonymous tip because there was so much news coverage…That really was the turning point. The news coverage led people to call us and say, ‘Hey, I’ve seen this, and this is where I’ve seen it.’

[youtube=http://www.youtube.com/watch?v=o-PNBTI5Crw&feature=player_embedded]

“…High-tech specialists are scouring hotel security video, and authorities may release a sketch or stills of the suspects later this week or next week…”

 

Owners of the drawing, known as “The Judgment,” verified just after midnight that the recovered 11 X 16 inch pen-and-ink artwork was indeed the original that had vanished from an exhibit on Saturday night, said Steve Whitmore, spokesman for the Los Angeles County Police Department.

An anonymous tip led investigators to the church around 7 p.m. on Monday. Experts from the Linearis Institute, which owns the drawing, later verified its authenticity, he said.

There are no suspects in custody, and authorities are not commenting on how the drawing — valued at $250,000 — ended up at the church on Ventura Boulevard in the city about 25 miles from Los Angeles. They also are not confirming the name of the church.

The drawing was in “a building on the church grounds, not in the sanctuary,” Whitmore said. It wasn’t hanging on a wall or otherwise displayed, he said.

For more:  http://www.reuters.com/article/2011/08/16/us-rembrandt-heist-california-idUSTRE77F49620110816

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by | July 26, 2011 · 10:25 am

Hospitality Industry Security Risks: Hotel "Cyber Liability Myths Exposed"

Cyber Liability Myths Exposed

By Brad Durbin – Petra Risk Solutions 

 

In today’s e-commerce society, operating your hotel without cyber liability coverage is like attempting to drive your car blindfolded on a  Southern California  freeway during rush-hour traffic. 

Here are three common myths and misconceptions I’ve heard repeatedly when discussing cyber liability insurance coverage with hotel owners and operators. 

Myth #1 – “I use the online reservation system offered by my franchise.  They’ll cover me if their system is hacked and my guest’s personal information is compromised.”

This is by far the most common misconception among hoteliers about their exposure and responsibility for a data breach. It’s easy to see why.  You are using your franchisor’s reservation system, which is offered as part of your franchise agreement.  Why wouldn’t they cover you if their system is hacked? 

The answer is in your contract.  While some franchise agreements are more favorable in this area than others, most contain special provisions regarding the use of their online reservation systems.  These provisions typically state that the hotel will be responsible for defending the franchisor and holding them harmless, regardless of whether the data breach came from within the online reservation system. 

The exposure is even greater for non-franchised properties using third party reservations system providers or wholesalers.  I have yet to come across a contract for these services that could be viewed as favorable for the hotel in the event that the reservation system is breached. 

 Myth #2 – “If a hotel guest’s credit card information is stolen at the property level, my Payment Card Processing company will cover me under their policy.” 

Most hoteliers erroneously assume that their Payment Card Processing Company (PCP) will have their best interest in mind in the event of a data breach.  I’m not sure why.  No business, regardless of how great or longstanding your relationship with them has been, will volunteer to pay significant attorney costs and consumer notification fees for you unless they are contractually obligated to do so.  Not surprisingly, most PCP contracts are heavily weighted in favor of the PCP provider regardless of where the data was taken from or if the PCP company is to blame.

Your liability is even greater for a data breach that can be traced back to the hotel property level.  If this happens, the Payment Card Industry (PCI) mandates that you conduct a forensic accounting audit of all your records.  These audits can cost $20,000 – $25,000 for a single location, limited service property. This amount does not include fines typical for any non-compliance issues discovered during the audit. 

Myth #3 – “Cyber liability coverage is a waste of money.”

Most states have laws requiring you to notify EVERY GUEST in your database upon discovery of a breach (e.g. California Senate Bill 1386).  Analysts estimate that the average cost for this notification is approximately $30 per record.  Multiply this by the number of records in your system, or the number of guests who have stayed at your hotel over the years, and you can see just how financially devastating these claims can become. 

For a typical limited service franchised property with $2,500,000 – $5,000,000 in annual room revenue, a cyber liability policy with a $1,000,000 limit can usually be obtained for less than $7,000 annually… an extremely fair price point considering the risks and hefty costs associated with a data breach.

Final Thoughts

When a hotel data breach occurs, guests won’t know or care that another company may be responsible.  They will come directly to the hotel for a remedy. The ENTIRE FINANCIAL BURDEN for notification costs, legal defense, and monetary settlement of all related claims may be borne directly by the hotel – if it does not have an appropriate cyber liability insurance policy in force.

To protect your hospitality assets, select and obtain cyber liability coverage that will address PCI fines, consumer notification costs, credit monitoring, and any government or regulatory action levied against your business in the event that a data breach is discovered.  Not all cyber policies include coverage for these areas, so it’s important for you to work with a qualified hospitality insurance broker. 

Securing proper cyber liability insurance coverage is a cost effective method for hoteliers to help mitigate the risks associated with owning and operating a hotel in today’s digital society. 

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Brad Durbin is a Hospitality Insurance Specialist with Petra Risk Solutions. For questions about Hotel Cyber Liability or any other Hospitality Risk Solutions, contact Brad at bradd@petrarisksolutions.com.

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by | July 13, 2011 · 10:19 am

Hospitality Industry Guest Security: Hotels Launch "Radio Frequency Identification Technology" (RFID) To Better Secure Guestrooms And Limit Guest Access To Different Floors

One of the latest innovations to be launched in the customer security market within the hospitality industry is non-contact Radio Frequency Identification (RFID) technology. This allows guests to access the hotel and their rooms simply by waving their room card, rather than having to insert it into a lock.

The RFID cards can also be extended to lift-systems with cards encoded to allow guest’s access to only the floors that they are entitled.

This means that visitors can be rest assured that from the front door to their rooms, their safety is of the utmost concern, which will only enhance the customer experience.

  • Hoteliers need to ensure that they have a robust threat assessment procedure in position and ensure that a crisis plan is prepared and rehearsed. Security operations need to be agile to respond or expand to meet the required needs if new threats emerge.
  • When enforcing security checks or CCTV, be sensitive, as the guests still need to feel as sense of relaxation as well as safety.
  • Ensure all current staff is trained to identify, inform and respond to any suspicious activity or any crisis that a hotel could face.
  • Hotel staff should remain visible. This gives guests peace of mind and is a key way to deter any criminal activity.
  • Where possible, incorporate security features into the guest experience but do not let a security operation intrude on the customers stay.
  • Outsource specialist tasks like outdoor patrols and vehicle checks to trained third-party security providers. However, ensure they are trained in guest interaction by the hotel so they adhere to your standards.

For more:  http://www.hotel-industry.co.uk/2011/07/identification-systems/

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by | July 7, 2011 · 6:35 am

Hospitality Industry Guest Room Security: Large Hotel Operator Converts Rooms To "Electronic Lock System", Replacing Mechanical Card Locks As "Magnetic Strip Keycards" Provide "Full Audit Accountability"

  • Each keycard is encoded using a portable Front Desk Unit (FDU), uniquely designed for the hotel industry
  •  The magnetic strip keycard reader provides full audit accountability, enabling management to provide legal support in the event of unauthorized access to a room.
  • For emergency use the Generation E-760 door locks provide emergency access through a mechanical key (fixed or recodable) or electronic override plus an emergency keycard.
 
La Quinta Inns & Suites has announced an agreement with Kaba to install the ILCO 760 locking systems in approximately 140 La Quinta hotels. Implementation will begin in fall 2011.
 
“KABA ILCO products demonstrate the reliability that La Quinta wants for its operators and guests,” says Gerald Rodriguez, vice president of purchasing for LQ Management L.L.C. “We were also impressed with KABA’s willingness to engage in a long-term partnership with La Quinta. This will enable us to provide security to our guests, and professional service and operational excellence to our hotels and their staff into the future.”
 
La Quinta began evaluating electronic lock system providers to replace its mechanical card locks in early 2010. This effort included field testing locks from several manufacturers to verify the best solution for La Quinta’s hotels. After testing, La Quinta chose KABA ILCO 760 locks and the Front Desk Unit (FDU).
 
 

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by | June 12, 2011 · 6:24 am

Hospitality Industry Guest Security: Texas Hotel Management Faces Questions On How A Man Stole A "Master Key" And Entered A Guest Room Before Assaulting Guests

“What shocks me most … This guy had a master key and just walked right into the kids’ room high and started swinging at them,” Hernandez said. “Thankfully the kids were screaming and (coach Joseph) Rosendo was nearby to help.”

Attempts to contact Clarion management for a comment on how they lost a master key and the attack itself were unsuccessful Saturday. Hernandez said at least it wasn’t the hotel room with his female athletes.

The coach of the Lubbock Warriors spoke out, voicing many concerns about the hotel’s security and the legal system after his squad was attacked early Friday morning, hours before a boxing competition.

Nicodemus Alvarado, 18, allegedly attacked members of the team while he was drunk and high on cocaine after using a stolen master key to gain entry into their hotel room at the Clarion on the 4300 block of West Wall Street about 12:20 a.m. Friday, police said.

Besides issues with the hotel’s security, Hernandez also raised questions about the legal system in general after he learned of Alvarado’s past.

Alvarado was arrested less than three months ago during an unrelated incident on the exact same charges: First-degree felony for burglary of habitat with intent to commit another felony and for possession of a controlled substance.

He was arrested for the first set of felonies following a March attack on a woman. He allegedly pushed his way into her residence and began assaulting her after he disconnected her emergency call to police, according to the March arrest affidavits.

Despite his $56,000 bond, Alvarado eventually was released from the county lockup. According to clerk of court records, Alvarado was only adjudicated for the misdemeanor charge of interfering with an emergency call during the March 6 incident. It was not known, as of press time Saturday evening, under what circumstances the felony charges were dropped or dismissed

Read more: Coach criticizes hotel, legal system after attack – Mywesttexas.com: Top Stories http://www.mywesttexas.com/top_stories/article_90772213-c4f4-5716-994b-a4279a012afb.html#ixzz1P4TArI00

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by | May 21, 2011 · 7:51 am

Hotel Industry Employee Security Risks: Arrest Of IMF Executive For Sexual Assault On Housekeeper Highlights Potential Dangers As Security Personnel Layoffs Leave Staff Vulnerable

“…Hotel housekeepers say they often feel a twinge of fear when they slide the key card, turn the door handle and step into a room to clean it. What will they find?…”

“…Many more (incidents) are hushed up, labor groups say, because the victims are illegal immigrants or because hotels are wary of scaring off guests. Many hotels laid off security staff during the recession, leaving workers even more vulnerable…”

For Argelia Rico, it was a naked man who touched himself as he ogled her. For Kimberly Phillips, it was a pair of dogs that tore into her leg.

Last week the former head of the International Monetary Fund, Dominique Strauss-Kahn, was charged with chasing a housekeeper around his $3,000-a-night penthouse suite and forcing her to perform oral sex on him at the Sofitel hotel in New York.

Labor groups and hotel housekeepers have reported at least 10 other such incidents in the United States in recent years, from Gaithersburg to remote Grand Island, Neb.

“It’s dangerous work,” said Yazmin Vazquez, who works at a hotel in downtown Chicago. “These customers think they can use us for anything they want, because we don’t have the power that they have or the money that they have.”

For more:  http://www.washingtonpost.com/politics/in-wake-of-strauss-kahn-arrest-hotel-housekeepers-say-jobs-often-make-them-wary/2011/05/21/AFIe6j8G_story.html

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by | May 18, 2011 · 6:58 pm

Hotel Industry Video Surveillance Issues: San Francisco Hotel Video Tapes Are Central In High Profile Court Case Implicating Police Officers In "Illegal Search And Seizure" Charges (Video)

A San Francisco police officer accused of stealing items from a man’s residential hotel room following a drug arrest has been captured on video in a second incident, appearing to leave a residence at the Julian Hotel with property never booked into evidence.

The video, released Tuesday, May 17, by San Francisco Public Defender Jeff Adachi, comes less than a week after Adachi released surveillance footage documenting a similar incident on Dec. 30 at the Jefferson Hotel.

 [youtube=http://www.youtube.com/watch?v=B0pnz670Nj0&feature=player_embedded]

The new footage stems from a Feb. 25, 2011, illegal search and drug arrest by Mission Station officers Ricardo Guerrero, Reynaldo Vargas, Jacob Fegan, Christopher Servat and Adam Kujath. Guerrero, Vargas and Fegan were also involved in the Jefferson Hotel incident.

In the most recent video, officers can be seen walking into the building empty-handed. However, Guerrero is later seen leaving with property that appears to be consistent with a laptop inside a bag, which was confirmed missing from the room later that day along with a camera. Vargas is carrying a second bag containing unknown items. Neither bag was booked into evidence.

Officers arrested resident Jesus “Jessie” Reyes, 64, for possession for sale of methamphetamine. Prosecutors dropped the charges against Reyes May 4 after Guerrero failed to show up to testify despite a subpoena. Reyes had never before been arrested, said his attorney, Deputy Public Defender Cindy Elias.

For more:  http://sfbayview.com/2011/more-videos-reveal-illegal-searches-theft-brutality-by-sfpd/

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by | April 20, 2011 · 6:37 am

Hospitality Industry Security Risks: "Extended-Stay" Hotels Can Be "Havens For Crime" Unless Extra Security Measures Are Implemented Including Use Of Off-Duty Police Officers And Criminal Record And Sex Offender Background Checks

Extended-stay hotels make up about 10 percent of the hotel industry, said Joe McInerney, president of the American Hotel and Lodging Association.

“…the list of crimes reported at a Value Place extended-stay hotel included prostitution, drug sales, methamphetimine manufacture, heroin use, drug overdoses, child pornography, theft and a rape.

“…City officials and hotel leaders met April 4 and hashed out an agreement…. The hotel agreed to employ an off-duty Arnold police officer 24 hours a day. The hotel already was checking to make sure potential guests weren’t sex offenders, but will now check for other criminal offenses, as well….”

City officials were fed up and threatened to revoke the hotel’s business license. But a recent agreement to curtail crime at the 124-unit hotel is working, authorities say.

“By word of mouth, one tells the other this is a place where you can set up shop and be unencumbered,” Unrein said. Police had been called to Value Place about 230 times since it opened, Unrein said. That’s more than triple the number of calls to the city’s three other hotels combined, he said.

Problems reached a head this month. The hotel is offering a free hotel room where an Arnold police officer can live and have allowed police dogs to roam the halls this month, said Gina-Lynne Smith, president of Value Place.

The chain has a hotel in St. Charles. Police get more calls for service at that hotel than others in town, but it’s certainly not a nuisance, said Sgt. Todd Wilson of the city’s police department.

The hotels are not popular everywhere. Subdivision residents in Oakand Park, Fla., launched a campaign to keep a Value Place from being built nearby. So far, they have succeeded.

Their guests range from those who can’t afford a lease to professionals away from home for a temporary job assignment or extended training.

Kell Stovall of Memphis, an estimator for a roofing company, said he is spending his third week at the Arnold Value Place. He plans to move to an apartment at the end of the month.

He considered staying elsewhere after hearing about the hotel’s history but opted not to leave because he hasn’t had any problems. He said police officers knock on his truck windows to check on him when he talks on his phone on the hotel’s lot.

For more:  http://www.stltoday.com/news/local/metro/article_76aae994-5d06-5e84-aaf6-5d7f13adc180.html

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