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Trend Watch – As Suspects in Boston Bombings Surface, What's Next for Travel Security?
http://www.travelagentcentral.com/trends-research/trend-watch-suspects-boston-bombings-surface-whats-next-travel-security-40155
April 17, 2013
By: Adam Leposa
The LA Times and Associated Press are reporting that police have identified possible suspects in the Boston Marathon bombings. But as the investigation continues, what will this event mean for the future of travel security? Travel Agent caught up with Todd Seiders, director of risk management at Petra Risk Solutions and former director of loss prevention at Marriott, on how hotels and public events can work to increase traveler safety in the future. “The Boston Marathon bombing is just another example of how hard it is to secure public places and events,” Seiders says. “According to the news, bomb dogs had swept the finish line area 1 hour prior to the start of the marathon. So obviously police did everything they could to secure the area, and the bombs were brought in during the event.” Because of the nature of their business, implementing TSA-style security measures at hotels would not be a good idea, Seiders says. “They would have to limit the entry into their buildings, search bags, confirm you have business there and inconvenience everyone. The general public will not stand for that (look at the continuing uproar about the TSA at airports).” Complicating the issue is the fact that hotel staff members are, by and large, trained to please potential guests, which can render them vulnerable to security threats. “There is a constant clash between hotel security experts and seasoned hotel management people, whose pay and bonuses depend on guest satisfaction surveys and comments,” Seiders continues. “Hotel security experts need to find more guest friendly ways to provide security, and hotel managers need to take security more seriously. A large number of hotels do not have a dedicated security staff, so security falls on the guest service staff, and guest service staff is trained never to say no or to offend or interfere with the guest experience.” Seiders recommends hotels install HD cameras to monitor open public spaces, exits and entrances, both to deter crime and to aid investigation should one occur. Staff should be trained to pick up and investigate unattended bags or luggage, and hotels should work closely with their local police of sheriff department, along with Homeland Security, to discuss security and terrorism. “Hotel staff is scared to death that if they upset a guest and have a complaint, they will always get in trouble,” Seiders says. “This prevents hotel staff from acting in a security role and questioning suspicious behavior. Attitudes about hotel security need to change all around.”
Mark’s Comment: What goes for public transportation "see something, say something" goes for the hotel and hospitality industry too. In a free democracy that is not living in terror of the terrorists, citizens have to be trained to be aware of their surroundings and not depend on others to look out for them except at the macro national or regional law enforcement level. Certainly unattended luggage will continue to be problematic in a hotel lobby, for instance, but left items not entrusted to a bell hop should certainly be reported; or if spotted by staff placed in a secure area as a "customer service." Random patrols of major hotel lobbies by alert, courteous and well-armed law enforcement could provide a sense of security to travelers and serve to deter terrorists. Also, good customer service should not deter service staff or front desks from alerting security to suspicious behavior without confronting a guest.
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