Here's an interesting article from Hotel Interactive today.


The travel and hospitality industry was perhaps one of the hardest hit after the September 11th attacks. Suffering loss of revenue with cancellations and lowered occupancy, the lodging Industry grossed $16.1 billion in pretax profits following September 11th - 33 percent less than in 2000, according to a Smith Travel research study,

Despite having a newly appointed director of Homeland Security and a color coded system of monitoring potential security threats, the scare remained grave and occupancy in hotels across the country dropped drastically. In 2002, the industry grossed $14.2 billion in pretax profits, according to the Smith Research study, with the total industry revenue declining to $102.6 billion from $103.5 billion.

The United States has been fortunate in thwarting subsequent potential terrorist attacks, but know the threats are still all too real. Two of the most brutal attacks were at vulnerable targets in the travel and hospitality industry - the bombing of the Marriott Hotel in Jakarta in August 2003 where 12 people died and 149 were injured and at a heavily traversed railway in Spain with 202 fatalities on March 11th, 2004.

Improving and maintaining the highest levels of safety and security is of utmost importance to the survival of the hospitality industry.

Two-thirds of international visitors and 62 percent of domestic visitors who were visiting Southern California in late 2003 put safety and security at the top of their list in choosing hotel accommodations, says forecaster Marvin J. Cetron, PH.D., in his report "Hospitality in the Age of Terror."

The hospitality industry has responded in recent years by installing electronic locks with a secondary lock and door viewers in guestrooms to insure safety and security, according to Frederic E. Prassack, the Peabody director of security and safety and the American Hotel and Lodging Association's loss prevention committee chairman, "The hospitality industry has been focused on guest and employee security and safety for many years."

However, hoteliers still need to be aware of a few particular areas of vulnerability. The lobby, usually a large open space with multiple entrances where hundreds of people (depending on the size of the property) move in and out throughout a day can be a risk. "Depending on the size and business volume of the hotel, some properties have opted to secure their perimeter doors during certain hours to attain maximum security," says Prassack.

Loading docks, garages, and monitoring delivery vehicles are of additional concern. Prassack recommends prohibiting unauthorized vehicles from parking near the building (i.e taxicabs, limousines, busses). Front door valet parking and driveways make it easy for a driver in a "suspicious" vehicle to get very close to the hotel entrance. During "code orange" and "code red" statuses of alert, he suggests suspending the practice of front door valet parking altogether.

Bob Ogren, chief engineer and director of operations at the flagship Radisson Hotel in downtown Minneapolis has overseen and implemented standard operating procedures for safety and security prior to 9-11 and continues to do so. With 360 rooms and banquet facilities catering to a mid-market businessman, the Radisson in downtown Minneapolis typically has two types of guests; the Sunday to Friday business traveler and the weekend tourist.

He has what he calls his "HEAT" team, a hotel emergency action team, comprised of 14 personnel who are trained as "first responders" who can stabilize a person until emergency authorities arrive. Escape routes and evacuation procedures in the event of an emergency or security threat are in place and personnel are aware of the protocol.

As part of their ongoing pro-active approach to security, weekly operations meetings are held in which Ogren's security staff along with the rest of the hotel staff, including managers on duty discuss safety and security procedures and operations on how to prepare.

Monthly meetings with chief engineers representing each Radisson Hotel in the United States take place via conference calls where security issues are addressed. Potential new risks and threats are discussed and a revised preparedness operational system is implemented.

Since 9-11 Ogren has incorporated the potential for chemical and biological terrorist threats into his security measures and has executed the necessary strategies to circumvent them. "There's been a heightened "awareness since 9-11," he says, and a "watch system" implemented. "A cooperative 'handshake' approach to working together on the larger threat issue has developed amidst the participating local fire and police departments," he says. Communication networks throughout the city are far superior between emergency personnel and the security department at the hotel than they were before 9-11.

Mike Waldrip, director of operations at the Holiday Inn in Athens, Georgia has heeded the new security memos he receives from the corporate offices. He has restricted parking in areas where guest rooms are situated above and when the alert level is raised he has hired additional security staff. Once a week he receives pertinent data via e-mail which he reviews with his staff of seven department managers and front desk personnel. He says all of the staff are trained to handle emergencies in case of tornado, fire, and bomb threats.

"Our function is to identify a threat and bring in the experts," he says. They are minutes from a hospital and rely upon the local fire and police who respond immediately. The hotel has 300 rooms and an average occupancy rate of 60%. They often hold businesses seminars and because of the nearby University, have ex-presidents and dignitaries staying with them, who are key note speakers at graduation. He says since 9-11, the staff has been trained to look for anything unusual or out of the ordinary and to identify any particular vulnerable areas. There is a "wireless cloud" through which they have an instant connection to the internet.

Although some hotels have added security cameras to their lobbies and installed electronic locks, security in the age of technology can present even greater risks.

Hotels and wireless internet connections need firewalls, according to the Department of Homeland Security. In an article on its ready.gov website, "Common Sense Guide to Cyber Security for Small Businesses," a broadband security expert told CNN that despite offering secure broadband connections at their hotels, security managers are not as informed as they need to be in order to ask the appropriate questions of their providers to insure cyber security. Many laptops have a default setting that enables a person to share files with other computers. Unless this is shut off, hackers can easily get in when a traveler logs on to a wireless network. Personal firewalls can be used as a deterrent. These are software-based, and simple versions can be downloaded free off line.

The Radisson Hotel building is hard-wired and an impenetrable wireless internet system with firewalls in place for guests who wish to use laptops, which is entirely separate from the operating system at the hotel, according to Ogren.

At the state-of the art Borgata, in Atlantic City, more than 2,000 video cameras watch the 125,000 square foot casino floor, 70,000 square feet of event space, a 50,000 square foot spa, a 7,100 car parking lot, employee areas, and access routes to more than 2,000 guests, according to Cetron's "Hospitality in the Age of Terror."

"The safety and security of our guests and team members is always a top priority," says Kathy Shepard, VP of Corporate Communications at the Hilton Hotels Corporation.

Without interfering with your guests' privacy, hoteliers need to find the balance between inconvenience and vulnerability in their security systems.

"Taking good care of our guests and anticipating their needs in these uncertain times is number one," says Carolyn Hergert, director of Corporate Communications at InterContinental Hotel Groups (IHG) . IHG has provided all of its hotels with an emergency plan. "We remain vigilant and will strive to make guests feel comfortable and secure," Hergert says.

I have more day-to-day concern about thieves in US hotels than terrorists. I have even more day-to-day concern about an armed robbery at or around US hotels than I do about terrorists. This seems like just another way for a specialized segment of hotel employees -- and contractors/vendors and their employees -- to get a bit of financial security by riding the hype and get a few more bucks and time for meetings in far-flung places; instead they should focus on the safety and security issues which are far more frequent .... beginning with theft.

They assume that lower occupancy is due to fears of attacks on hotels??

This has to be the stupidest article I've read in ages.

Certainly not an article I would recommend. It shows a complete lack of understanding that we were already having economic difficulties before 9/11 which impacted occupancy rates significantly. Even before 9/11, hotel -- even and especially in NYC -- were dumping rooms onto Priceline and other such "distressed inventory" channels.

And terrorism fears have decreased since the end of 2002? As evidenced by all the "security" spending and firms/persons living on insecurity-related payments, people's actions are speaking louder than their words and the money talks loud that the insecurity persists. And that too, now we -- a still largely terrified nation -- witness that hotel rates in those areas most directly impacted by terrorism in the US are at record highs. How would the article writer explain that? By hotel staff in NYC and DC engaging in "improved security measures"?

I'm not saying that hotels should not be concerned about the safety of their guests, but. . .

The Bush Admin has perpetuated a hysteria in their attemt to show There is a Terrorist Under Every Bush, this is a War, No critisism of W or Haliburton Allowed. The Sky is Falling.

Secret Transcript from Al-Kinda Secret Terror Cell Target Selection Committee Meeting:

"We hit the Great Satan in New York, the Pentagon, and try for the Capitol and the White House. What is the next most important Target in the US whose destruction would cause the most damage to the country and glory for our cause?"

"The next most significant Target in the whole US is the Holiday Inn in Athens, Georgia. Why they have 300 rooms and an average occupancy rate of 60%."

"Scratch the Pentagon and White House off the target list, we Must Strike the Holiday Inn in Athens, Georgia and bring America to its knees!!!"


Sadly, there are supporters of Bush who believe this. Fifty years from now, this mass hysteria is going to make the McCarthy witch hunts look sane by comparison.

Unless there are more stealth security measures in place, I see hotels more concerned about raking in the high-speed internet fees than security.

Very good observation by the OP.

Being an IT guy, I found this amusing:

"The Radisson Hotel building is hard-wired and an impenetrable wireless internet system with firewalls in place for guests who wish to use laptops, which is entirely separate from the operating system at the hotel, according to Ogren."

There is no such thing as an impenetrable system, especially a wireless one. If I really wanted to hack someone at the hotel and I was in the area, I'd go to the hotel ... on THEIR side of the "impenetrable" network.

In computer networking and software, there is no such thing as impenetrable. There is always another hole, vulnerability, or exploit that can and will be used if someone wants in. There are steps that can be taken to make a network more secure, and keep the casual scriptkiddie out. Keeping the corporate network separate from the guest network is a step in the right direction. Keep the determined and savvy hacker out is another story.

Just like airport security, there is a such thing as too much security and kabuki security. Try to lock things down too much and the system becomes unusable or too cumbersome for normal use. Apply kabuki computer security and you have a false sense of security. One again, operative word is risk management.

On another note, I agree that there is too much paranoia out there. If I felt threatened staying at a particular hotel, I'd reserve somewhere else and not bother. I'm not worried about getting bombed in Athens, Ga, nor at the Hampton Inn in my hometown. Likewise, I think it's good that they have a fire and tornado plan, as I'd be more worried about those happening than a terrorist attack.

I'm also surprised to learn that someone actually pays attention to the color codes.

It also reminds me of some idio ... er "expert" I saw on TV earlier this year saying we should have WTMD's and xrays at hotel entrances as they were prime targets.

Well "they" do blow up a lot of Hiltons-- in Egypt, Lebanon, Bali, Bagdad, etc. The difference is that these places are 100% concentrations of Outsiders, not locals, the very people "they" are trying to target. If I stayed in the Hilton or some other international chain in Bagdad I would feel uneasy. Even though these places have the "best security" in the country, they are also an obvious target for a truck bomb.

At the Atlanta Hilton I would worry about the local muggers and homeless beggers. Not truck bombs.

Maybe the "expert" had financial interests in the insecurity industry or perhaps he was just an advocate of "Full Employment Acts" -- for subsection of the labor pool -- and corporate doles.

I would probably worry regardless of the hotel I stayed at in any of those locations. But you're right, abroad those chains are more likely to attract a foreigner than the Baghdad Motor Inn.

As such, I would hope that those higher profile places would at least comtemplate security more than they do here.

Wouldn't surprise me. A lot of those spokesholes/experts get their "expertise" from somewhere, and the private sector would be fitting.

As someone who spends at least over 300 nights in hotels each year I will never check into a hotel without checking: (1) The room; (2) That the room windows open; (3) There is a fire alarm in the room; or (4) stay on a floor higher than the third level.

After check-in I walk down the fire escape stairs to make sure they are clear and that no door, including the one to the outside is permanently locked (or chained).

In high-risk destinations I never dine in the hotel or near 'picture windows'; hang around lobbies; use cabs known to the hotel. Always 'dress down' and daunt flaunt 'high technology'. Carry bags in front of you and don't wait on the edge of the kerb for a light to change.

In Russia using old shoes when walking avoids attention, too.

Much good advice in this post. Also as some one else stated, you are much more likely to be the victim of a robbery than of an act of terrorism.
I feel for the most part hotels are safe. Try to stay with the major chains & try to find out as much about the area as possible in advance. You are responsible for your own safety. If the worst happens you be certain the police will not be there. Being alert, being aware, not looking like a victim, these are your best defenses. If something doesn't feel or look right, it probably isn't........