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Theft is an opportunistic crime and few places offer criminals more opportunities than a hotel or resort. From the moment a guest first enters the parking lot until they finally check out and leave, theft risk lurks even in the best hotels. What’s more serious is that the damage caused by thieves can far exceed the loss of valuables; just a one-star review titled “My stuff was stolen” can cause irreparable damage to a hotel’s reputation and profits.
Fortunately, good employee education and well-thought-out policies can help mitigate some of the risks. By implementing a combination of proper facility protocols and employee safety awareness programs, hotel managers can help protect their organizations from liability while ensuring the safety of guests and their property.
For both brokers and insureds, it all starts with recognizing the potential risks that exist throughout the property.
Parking lots are one of the easiest targets for thieves.
From the contents inside the car to the vehicle itself, parking lots are attractive places for thieves, especially those with minimal and/or poor lighting and a lack of security or cameras. Ultimately arriving at your destination may give guests a false sense of security, leaving their vehicles vulnerable to attack. However, it only takes a thief less than 10 seconds to break the window, grab the laptop bag, and be on their way.
The risk of theft in hotel parking lots stems primarily from the large number of items people place in their vehicles when traveling, as well as the fact that vehicles are left overnight.
Property location is also important. Hotels off the interstate are more likely to accommodate transient travelers who won’t always move everything in their car for a one-night stay than a resort where people are more likely to move their luggage into a multi-night stay . Proximity to highways also provides easy escape routes, which may make these locations more attractive to criminals.
A certain degree of crime prevention can be achieved through environmental design. Lighting is an important part of the solution – not only is a bright field a deterrent in and of itself, but good lighting also aids in motion sensors and patrolling.
The presence and visibility of security patrols is also critical. A nighttime security team that travels to many locations can help prevent both instant and premeditated thefts.
Cameras should be installed in entrance and exit areas and placed high enough to avoid damage, but low enough to capture clear photos of vehicle occupants and their activities.
Finally, the sign states that the restaurant is not responsible for any theft, which is an inexpensive and highly recommended tactic as it may deter individuals from leaving items exposed.
Employee training and procedures can also deter criminals from breaking into vehicles and driving away. At hotels that require a room key to exit the parking lot, thieves may use a phone booth to say their key card doesn’t work and demand the door be opened. If a camera is installed, it should be used to confirm the presence (and ownership) of the non-working card before pressing the button to raise the arm.
If there is no camera, passengers in the car can be guided to the front desk to receive new cards. The card will only be provided after the driver provides appropriate identification (including driver photo ID) and vehicle ownership can be verified through vehicle registration or rental agreement.
When cameras are not available, another option is to have at least two employees meet the vehicle at the exit to provide a new key card for security reasons (if available), again, provided proper identification and ownership are provided.
Public areas are places where people tend to let their guard down.
From restaurants and lobby bars to swimming pools and recreational facilities, people feel relatively safe in hotels. This false sense of security causes guests to let down their guard. If someone leaves their phone on the table or puts their wallet on the back of a chair, a thief can easily make off with their valuables simply by diverting their attention for a moment.
Guests should be encouraged to remain vigilant, but employees should also remain vigilant for such incidents during the work day.
Valet parking areas are another vulnerable public location. Leaving vehicle keys in the valet lane is a common practice with security implications, and the tendency of both guests and employees to trust everyone can be a recipe for disaster. A simple mitigation would be for staff to check ID and take down the guest’s name when taking away keys.
This makes it easier to ensure a match between guest and vehicle and prevents the inevitable awkward moment when a guest says, “I don’t have a ticket, but that’s my black truck.” If the ticket does go missing, the valet agent should re- Check the driver’s photo ID and verify vehicle ownership through vehicle registration or rental agreement.
Finally, don’t forget that some guests may feel uncomfortable handing over their keys to a stranger. Ensuring employees are appropriately dressed and have name tags clearly visible can help combat this problem.
The registration process presents additional security risks.
Guests who are focused on checking in may pay less attention to their luggage and other personal belongings. Additionally, inadvertently sharing their room number with everyone within earshot creates further security concerns for guests.
From a process perspective, front desk staff should be careful not to say a guest’s room number out loud or for anyone other than the person checking in to see it. A key card system that only allows access to the guest’s floor can provide an extra layer of protection by helping to prevent anyone from tracking the guest in the elevator.
If criminals manage to track a guest to their floor, one of the things they often have to pay attention to is the automatic closing mechanism after the guest enters the room. If the door won’t close and lock, it’s not secured properly; a thief can gain access simply by waiting for the guest to drop off their belongings and leave.
Preventive maintenance can help mitigate this risk. It should be standard practice for housekeeping staff to check that doors are locked as part of their daily checklist and contact engineering if a problem is discovered.
Indoor theft: Contrary to public belief, employees are not the culprit.
Historically, employee theft has been a concern in the hospitality industry. Today, however, we see far less employee theft than before simply because standards and practices are better.
“A certain degree of crime
Prevention can
through completion
Environmental design.
Still, to address the risk of employee theft charges, hotel rooms must have an in-room safe that is functional (check batteries frequently), well-located, and easily accessible (not too high or too low on a shelf). in an inaccessible corner) and with simple instructions for use (if guests can’t quickly figure out how to use the safe, they simply won’t). The safe should also be secured to the wall using bolts from inside the safe so it cannot be removed.
Many times, safes are hidden for aesthetic reasons, but hiding a safe in a cabinet discourages its use. Best practice is for bellhops, front desk staff, or any other staff member who interacts with guests at check-in to ensure guests understand that there is a safe in the room and that all valuables should be locked during their stay.
Another indoor risk common in resort settings is sliding glass doors opening to a patio or beach. Direct access to the beach or pool can be considered an upgraded room feature, but safety and security considerations are not kept in mind. They often exit their rooms this way, and without their keycards – and unlocked and unattended rooms make easy targets. Signs and reminders to keep sliding doors closed and locked at all times can help mitigate this common exposure.
A safe stay is a positive stay.
Making people feel at home is a top priority in the hospitality industry, and no one wants to spread fear to the point where guests feel uncomfortable in their surroundings. But with a little caution and a well-trained team, restaurants and resorts can effectively help protect guests and themselves from potential theft risks. Carrier risk control teams can be valuable partners in helping hotel industry insureds identify and reduce theft risk.
Ball and Luttrell are senior casualty specialists at Sompo International North America
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