Relaxed security and access control makes guests uneasy

By Sarah Davison, Industry Reporter

Borders have reopened and tourists are eager to see more of the world. However, while masks and social distancing may have relaxed, personal security remains a high priority for travellers.

Earlier this year, the 16-storey Londoner Hotel made headlines after installing over 500 CCTV cameras in the interests of security for their “high profile” guests and extensive art collection.

In the United States, hotel employee unions are proposing legislation that would mandate personal panic buttons for all hospitality workers. It follows a hotel siege in Somalia that left 21 people dead in late August. These recent examples highlight the need for a renewed focus on safety and security for property, hotel guests and staff. There is now overwhelming evidence that the mindset of guests changed in recent years, with survey after survey revealing that travellers prioritise security and safety. With terrorist attacks and crimes in hotels making headlines globally, it could be theorised that the mindset of the traveller has changed from one of ‘it won’t happen to me’ to one of ‘it might happen to me’. Studies have consistently shown that hotel security is an important factor when booking, with guests responding especially well to safety and security features they could see and touch (sprinklers, CCTV, smoke detectors, and so on) considering them an important part of a hotel’s ‘service-scape’. And importantly, studies found that guests are willing to pay more for additional safety and security measures. A 2020 study of female solo travellers highlighted the need to help guests feel safe and secure within the hospitality accommodation setting. From the 181 study participants, researchers determined the elements of the hotel stay that caused the greatest uneasiness. The check-in process was found to be one of the greatest causes of anxiety for solo female travellers, who felt that checking in alone left them vulnerable to criminal behaviour. Additionally, entry points such as the parking area, corridors, elevators, and other spaces where travellers could be followed were reported to be big areas of concern. However, unlike other venues or public spaces, accommodation offerings must juggle the importance of visible safety and security measures while also creating a hospitable and welcoming environment. The balancing act between providing a comfortable and inviting space and one that adequately responds to security concerns requires nuance and forward-thinking. P58

Image courtesy of Salto Oceania

Retro hotel meets modern access technology

The Isla is the perfect Batemans Bay getaway for holidaymakers who value retro style with and modern high-tech. So when the owners designed the fully renovated hotel, they incorporated the latest in technology from the start – including hotel access.

The Isla’s owners partnered with SALTO Systems to install an electronic access control (EAC) system that makes accessing the hotel simple, streamlined and effi cient. They installed SALTO XS4 Original Keypad locks on all 18 of the hotel’s rooms and suites, which are accessed via a PIN code that the guest receives when they book. The SALTO system integrates with the hotel’s online booking system and property management system (PMS) for a sleek, hassle free experience. The guest simply books online and receives a PIN via SMS. The booking system automatically sends the guest details to SALTO, which generates the PIN, and notifi es the PMS, which updates the lock to receive the correct code.

On arrival - no matt er what the time of day or night - guests can go straight to their rooms without checking in, and because the PIN code expires aft er their stay, checkout is simply leaving the room at the end of their trip. It's not just the guest rooms that use SALTO’s innovative technology: when guests want to purchase The Isla’s selection of local produce (or simply buy the toothbrush they forgot) they use the same PIN to access the ‘Cantina’ - a room full of custom-built vending machines containing local beers, wines, snacks and essentials.

For the hotel, using SALTO’s cloudbased EAC brings many benefi ts: it fi ts perfectly with the ethos of the hotel – which combines the nostalgia of iconic design with the convenience of modern technology. It saves the cost staffi ng a reception desk, stocking of individual mini-bars, and producing and managing keys or key cards. Above all, it contributes to an outstanding customer experience, where every element – from booking to checkout – is designed to remove hassle so guests can focus on enjoying their time in beautiful Batemans Bay.

Contact Tim Kneebone, Hospitality Vertical Manager at SALTO Systems, to learn how your accommodation can benefi t from the SALTO smart access solution: t.kneebone@saltosystems.com | 0426 789 983.

Contact SALTO Oceania

+61 3 8683 9782 info.oceania@saltosystems.com hospitality.saltosystems.com

Image courtesy of Salto Oceania

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To help you select the correct security system for your accommodation, AccomNews spoke to industry expert Tim Kneebone, the Hospitality Vertical Manager, Salto Oceania. He determined that the use of technology provides the best and most discreet defence for perimeter security for accommodations.

He said: “Technology not only secures the perimeter but also allows accommodation providers to fulfi l their duty of care to their guests and staff alike.” According to Mr Kneebone, the major danger zones are the multiple access points to your property. “Both guests and staff need to have the appropriate access rights to an entry point. Should someone try and access an area they do not have the rights to, or if a door is forced or left open, the manager of the property should be notifi ed in real-time, so they can act accordingly” he said. “Therefore, the best way to keep accommodation perimeters secure relies on real-time electronic access control.”

He explained this can be done by “using a fully integrated security solution including online access control integrated with CCTV. Staff and guests can be kept safe in the knowledge that their movements and the movements of others is being monitored for their safety.”

On CCTV, he said: “It is an important aspect of accommodation security and when fully integrated with cloud-based access control, numberplate, and facial recognition technology it provides reassurance that a premises is secure and much less likely to suff er from theft and vandalism. Moreover, if security is ever breached it is comforting to know that a manager is notifi ed in real-time and the event is recorded.” Late check-in is another accommodation activity and access point where it is vital to make guests feel comfortable, safe and secure. And again, Mr Kneebone said technology is the key.

“By utilising self-check-in technology solutions guests can be issued a pin code or a mobile key ahead of their stay which is only valid for the duration of their booking,” he said.

“This means that guests arriving aft er hours can open the front door and comfortably proceed to their room. This avoids any risk to those arriving in the dark and it eases worries such as being unable to safely enter the property.”

Finally, on future technologies, Mr Kneebone revealed: “Utilizing cloud technology to manage your access control requirements means you can monitor your accommodation from anywhere in the world in real-time.

“User rights can be updated, and mobile keys can be issued simply using the application on a mobile phone. If someone is having problems gett ing access to their room, the manager can verify their identity and remotely open the door from anywhere in the world.

Tim Kneebone, the Hospitality Vertical Manager, Salto Oceania.

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