1 March 2024

Benefits of Having Hotel Security Services

Hotels are commonly targets for crime, and incidents of thefts are on the rise. People staying in hotels often let their guard down and make the assumption that they are in a safe place. This might lead them to leave valuables lying around or to not pay close attention to their possessions. When this happens, thieves can strike, often posing as other hotel guests.

While your reception staff can help to limit instances of crime, responsibility for security and safety should not be left entirely on their shoulders. After all, they are hired to help improve customer experience, not play hotel police.

To help strike a balance, hotel security can offer numerous benefits. It will demonstrate your ongoing commitment to keeping guests and staff safe. It can also improve customer service, as your security staff can focus on keeping everyone safe, whilst your reception and concierge team are freed up to focus on delivering an incredible customer experience.

Here are just some of the reasons why you should consider adding security to your hotel staff.

Make guests feel more secure

Make guests feel more secure

It’s important to strike a balance between making guests feel safe and making guests question the safety of your hotel. This all comes down to how your hotel security is presented. If your security team are highly courteous doormen in smart attire, this will look a lot better than the puffer jacket-wearing security guards you might see outside a nightclub.

To make guests feel more secure, you need to strike the right tone with your security guards and ensure they are dressed the part. One benefit of positioning your security guards on the door is that they will greet everyone. While the security guards might work shifts, they will get to know guests over their stay. This will enable them to easily identify anyone who they haven’t encountered before, and they can then focus their attention on their behaviour. 

Stop people from taking advantage

Stop people from taking advantage

Did you know that it’s a popular “life hack” for individuals to try their luck at walking into a busy hotel and helping themselves to the breakfast buffet. Some will even try their chances and attempt to charge hotel food to a random room. To avoid people like this from scoring a free meal, try introducing security staff on the door.

First, this will provide a visual deterrent that might put people off from trying in the first place. Security can also stop and ask to see a room key for those people who are trying their luck anyway. Provided this is handled in a discreet and courteous manner, the genuine hotel guests are unlikely to mind being asked to confirm they are staying at the hotel.

Improve customer service

Improve customer service

As mentioned above, hiring security guards lightens the load for the reception team. This will enable them to focus on delivering a customer experience like no other. Instead of feeling they need to have an overview of the reception area at all times, they can focus on the customer in front of them.

Your security staff also play a role in customer service. They will be the friendly face that guests see when they arrive at your hotel. They might also be the person to offer directions to a passerby. They might not be staying at your hotel at the time, but their perception of your hotel still matters.

Assistance in an emergency

Assistance in an emergency

If there is an emergency situation to deal with, having security staff on site can help to keep everyone safe and direct large groups of people towards safety. If there is a fire alarm, for example, they can help to clear the hotel and work with reception staff to make sure that everyone is accounted for. 

They can also help to make sure that no one uses the chaos of the moment to gain entry to the hotel. Setting off a fire alarm and then using this as a distraction to break into rooms is not an uncommon occurrence. Having security on site will help you to beef up your protection and ensure that your staff and guests feel safe.

Final thoughts

There are many reasons to consider hiring security for your hotel. Your reputation is everything as a hotelier, so you cannot risk your hotel becoming known as a place that isn’t safe or a target for crime.

Hiring security could be a preventative or a reactive measure, but the outcome will be the same: improved safety and a better customer experience for your guests. While security might be an additional cost, it can save you money in lots of different ways in the longer term as well as protecting revenue streams from existing customers who are happy to come back and recommend your hotel to their friends, family and colleagues at work.

Security services can protect against loss, safeguard your reputation and help to keep everyone safe and informed in an emergency situation. In short, the role of hotel security should not be overlooked when building your hotel team.