WASHINGTON, DC— Hotel guests are much more willing these days to be inconvenienced if the result is a more secure environment, noted Chad Callaghan, vp/loss prevention, Marriott International. “The line that separates customer convenience and customer safety has shifted since Sept. 11,” said Callaghan. At airports, most travelers don’t object to stepped-up screening of baggage, Callaghan noted. And at hotels, “we’re able to have fewer entrances and restrict access to parking lots and guests accept it.” Since the terrorist attacks, corporate groups and conventions coming into Marriott properties have many more questions about safety and security than in the past, Callaghan said. For business travelers and leisure guests, “a secure environment is a basic need, much like food and shelter” he said. While Callaghan declined to be specific about any new procedures in place at Marriott properties, he reported that the company has been operating under “a higher-threat condition alert” since Sept. 11. Additionally, a certain number of hotels— because of their locations or level of clientele— have been put on an even higher alert with a beefed-up security presence and more restricted access. These would include properties near high-risk businesses, airports and military or government installations. Although there has not been a noticeable change in the amount of security equipment at Marriott’s properties, every effort is being made to use the equipment more efficiently, according to Callaghan. “For example, we make recommendations on whether cameras should be visible or covert, depending on their use,” he said. It would be desirable for a security camera to be visible “to stop things from happening,” while a camera used for investigative purposes would be concealed, he explained. But no matter how good the security equipment is, Callaghan said hotel operators have to urge guests to use it properly. For instance, he noted that Marriott has three means to secure the guestroom door including the latch, deadbolt and night latch, “and guests are reminded to use all the locking devices. We also caution them to use the viewport in the door to identify people” before admitting them to the room. Additionally, guests are advised that all Marriott employees are required to wear identification so that an unauthorized person would be easy to spot. As for hotel operators, Callaghan suggested working hard to develop a reputation for being a safe and secure hotel, which will bring more guests in while keeping undesirables out. He noted that loss-prevention personnel should be visible around the premises. “This is especially important because you want people to see them,” he said. Controlling access to the property is likewise important, according to Callaghan. “At Courtyard properties, only one door is open to those without a key card,” he noted. But making what he calls “prudent investments” in safety and security “must provide a payback,” he added. As a general rule, he indicated that loss-prevention measures should reduce the amount of losses by 10%.
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