A hotel-wide responsibility
The 2021 guide covers threats, preparation, response, recovery and resources. Hotel administration, security and non-security operations share responsibility: front desk, concierge, housekeeping and F&B each see different risks. Attacks can affect guests, staff, systems, supplies and reputation.
People, roles and protection
Appoint contacts, train all shifts and departments, prepare the ERP and test it through tabletop, lockdown and evacuation exercises. Review vehicle approaches, entrances, CCTV, restricted areas, barriers and safe spaces. Maintain floor plans and system locations for responders. Adapt controls to guest flow and layout.
Local hotel examples
The guide presents practices for adaptation rather than universal purchase requirements.
| Challenge | Example |
|---|---|
| Glass frontage and vehicle approach | Adjustable curtains and suitable perimeter protection. |
| Guest alerts and staff accounting | Guest-room communication devices and internal reporting channels. |
| Large patrol area | Assess mobility and communication tools for security teams. |
| Theory without practical readiness | Internal emergency hotline, contact cards and simulation drills. |
Observation in guest-facing operations
Front desk and concierge staff can report suspicious baggage or security enquiries. Housekeeping may observe tampered alarms, burns, unusual smells or concerning items and should report without handling them. Perimeter teams verify visitors, contractors and vehicles. Context matters: one sign alone does not prove a person is a threat.
Cyber and continuity planning
The guide addresses ransomware and phishing risks to payments and cloud-held guest/loyalty data. Prepare awareness, access controls, backups and response roles. Identify alternative food, amenity and critical-service suppliers and agree recovery priorities. Maintain partner contacts and reliable channels for guest and employee information.
Response and recovery
Activate ERP, alarms and PA; secure Fire Command Centre access; coordinate safe lockdown/evacuation and agency handover. Consider secondary dangers at assembly areas. For cyber incidents identify scope, contain, preserve evidence and obtain technical help. Support distressed people, address discrimination, verify facts and coordinate reopening. The resource chapters list training, apps and support schemes; 2021 scheme and contact details require current official confirmation.