6 CALIFORNIA LODGING NEWS www.calodging.com that would enable guest room access in case of a power failure. It’s also important not simply to tell people how to be safer—it’s also important to ask them what they need, Edwards-Peña said. “We have fire drills, we show videos about bedbugs and pathogens, but on top of that at the end of every single safety meeting we ask every staff member, is there anything you need to make your job better,” she says. “Better supplies? More vacuums? I feel that the better quality of life they have on the job, the more productive they are, and the more productive they are the happier they are—and happier people are safer people.” The Role of Technology While having a well-trained staff is at the core of safety, the task can be augmented by the use of technology. In an age where safety technology is continuously evolving and becoming more accessible, hoteliers have countless options depending on their needs. For instance, high-quality surveillance cameras can catch crime in real-time as well as act as a deterrent. If a property is looking to take its visual surveillance up a notch, companies like Code 4 Private Security in Los Angeles even offer drone service that “provides a level of monitoring that ground-based efforts may not achieve,” said Operations Director John Garcia. Harris similarly emphasized the importance of a robust communication system inside the property. Radios reduce response lag time; online texting apps like Zingle or ALICE enable managers to quickly send a text to the whole team. For extra room safety, mobile keyless entry provides a safeguard against unwanted access. Digital key usage is easily monitored by staff, who can also deactivate them in an emergency. Artificial Intelligence (AI) and biometric technology are also becoming increasingly accessible. Security teams can utilize AI to analyze and recognize suspicious behavior on video surveillance. At the same time, biometric authentication methods, known as facial recognition or fingerprinting, ensure that only authorized individuals can access secure areas on a property. While these gadgets can reinforce security efforts, they are only effective if properly maintained. Garcia emphasized that hoteliers should check that software and access control systems are up to date and that devices are routinely charged and tested. Consider Cyber Security Physical security isn’t the only concern for the hospitality industry: There’s also an increased risk around data, especially related to guests. Hotels are constantly collecting sensitive data from a guest’s credit card number and email address to an employee’s W-2. Systems also can contain confidential business data, from financials to sensitive emails. So, it’s crucial to safeguard against cyberattacks. According to a 2022 IBM Security study, the average cost of a data breach in the hospitality industry is $2.94 million. Hoteliers can utilize virtual private networks (VPN), multi-factor authentication methods, and encryption services to prevent data breaches. Training staff to recognize signs of ransomware attacks and phishing is another way for hotels to mitigate risk. Collaboration with Local Law Enforcement According to Harris and Alvarez, having a good working relationship with local law enforcement is essential. Harris participates in a weekly conference call with local San Francisco law enforcement agencies and said maintaining a friendly relationship has benefited his property FEATURE
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