A Critical Examination of Safety and Security Concerns in Hospitality Industry

A Critical Examination of Safety and Security Concerns in Hospitality Industry

Chapter One

General Objective

The general objective of the study is to improve the safety of tourists and the security of heritage attractions in the heritage industry of the Eastern region of Nigeria.

Specific Objectives of Study

The specific objectives of the study include:

to identify existing safety security measures in the heritage industry of the region;
to examine the strengths and weakness of the existing safety and security measures,
to identify available and potential safety and security threats faced by tourists and heritage attractions in the region,
to examine various causes of these safety and security threats in the heritage industry, and
finally, to examine other available safety and security measures to integrate them into the existing ones.

CHAPTER TWO

LITERATURE REVIEW

THE HOSPITALITY INDUSTRY

Hagan (2008:1) supports Assistant Professor, Jennifer Calhoun’s description of hospitality as ‘self -discovery’, meaning, as humans, we need other people who will allow us to discover our strengths and weaknesses. So, hospitality provides that medium for us to explore different places, culture and things.

The hospitality industry is viewed as broader than any other industry as it involves different businesses. It focuses on customer satisfaction and meets leisure needs of the customer. Furthermore, the industry relies on the happiness of the customer since it provides luxury services. In addition, the industry reliant on disposable income and leisure time of the customer. More specifically, this industry is meant for tourists and/or rich patrons. When a country is hit by recession, the industry will suffer since the patrons will not have extra money to spend and enjoy the services. Hotels form part of the industry. As Nike lake resort, Enugu is known for providing excellent service, customers visit hotels to get away from their hectic schedule, needing relaxing under private conditions. Once guests experience bad experiences, it would be difficult for them to return to that hotel again. Brand loyalty plays a significant role to guests, hence, related hotels ensures best services. Staff hired by hotels must have acquired skills and display behaviour that will be acceptable to guests in providing all the needs required (Baum, 2006:348). Skilled hotel staff will be able to place Nike lake resort, Enugu in a progressive state.

THE ROLE OF HOTEL INDUSTRY IN NIGERIA

Nike lake resort, Enugu industry plays a significant role in the Nigerian economy. In July 2012, the growth of hotels in Nigeria was between 9.8% for 3-Star rated category and to 12.6% for 5-Star hotels (Demes, 2013:1). Price water house Coopers Hospitality Outlook predicted hotel growth at 14.4% in 2012 only and 8.7% annual growth rate from 2012 to 2016 (Demes, 2013:1).

Nike lake resort, Enugu industry growth prediction depends on gross domestic product (GDP) and employment growth. As the Nigerian GDP and the employment rate are low, the average daily rate and occupancy is also low. This results in the low availability of new hotels as well as low room pipeline (fewer additional rooms planned). Guests have established a “buy-down” trend whereby guests obtain discount on high graded Nigerian hotels and this has a negative impact on budget hotels (Demes, 2013:1).

The 5-Star hotels have discounted rates of 19.4%, the 4-Star hotels have 19.9% discounted rate and the 3-Star hotels have discounted rates of 12.2% (Demes, 2013:1). The discounts received by guests do not inspire them to move from one hotel to another for better rates and benefits, which is usually their deed.

THE RATIONALE BEHIND HOTELS PROTECTION

Enz (2009:552) maintains that good hotel management pursues to welcome and present easy access to guests and their possessions. However, the smooth access presents a challenge since Nike lake resort, Enugu management finds it demanding to differentiate among legitimate guests and visitors, and people who are potential threats. Furthermore, hoteliers find it cumbersome to uphold the highest possible standard of safety and security while reserving Nike lake resort, Enugu’s hospitable and welcoming image (Enz, 2009:553).

In addition, the above author points out the emphasis on hotel security as advanced since the Sheraton hotel attacks by terroristsin November 2008and July 2009 respectively (ibid, p.553). Those hotels were viewed as “soft targets” due to the continuous flow of people in and out. Nike lake resort, Enugu management took a stand of protecting their assets by establishing a security programme to be run by security manager with an intention of minimizing hotel traffic, control and manage hotel properties.

CHAPTER THREE

RESEARCH DESIGN AND METHODOLOGY

RESEARCH DESIGN

The case study design involves methodologies that include a detailed in-depth data collection method with multiple sources of information that is rich in context (De Vos et al., 2005:272). The methodology that the researcher employed for collecting data was interviews whereby an interview schedule was used.

There are over 200 hotels in Nike, Enugu. Motels, bed and breakfasts, self-caterings, lodges are also categorised as hotels according to the association. The researcher only dealt with Nike lake resort. The workers were about 150 from the cooks to the bartenders, and they were the ones the researcher conducted the study on. The process the researcher used for identification was to filter respondents from the list of workers.

POPULATION AND SAMPLING

The population entails the usage of a sampling frame to draw the sample elements. From the population of 150 workers in Nike lake resort, Enugu, where the sample of twenty (20) was derived, was the group within which the researcher was interested in for obtaining data. The participants involved in the study were part of the population. Since Nike lake resort, Enugu is huge, the researcher only conducted research within it

CHAPTER FOUR

DATA PRESENTATION, INTERPRETATION AND ANALYSIS

SECTION A: BIOGRAPHICAL DATA

Biographical data plays a significant role in research. The information obtained from research participants determined the relevance of participants.

CHAPTER FIVE

CONCLUSION AND RECOMMENDATIONS

CONCLUSION OF THE RESEARCH

The research employed a case study research design in Nike, Enugu where the security measures at hotel were assessed. As mentioned in Chapter 1, this is the first empirical study conducted in Nike, Enugu for asset protection and crime prevention strategies in Nike lake resort, Enugu industry. The significance of this study was pertinent to the community as a whole since its members are the people who are guests at Nike lake resort, Enugu facilities. Security awareness in identifying the inadequacy and ineffectiveness of security measures at hotels is created to the relevant stakeholders, like, the security industry directors, business persons, hoteliers, authorities and the ordinary guests who constitute the core business in Nike lake resort, Enugu industry. This identification fostered the comprehensive insight of incident and crime related issues facing Nike lake resort, Enugu industry due to the inadequacy of security measures at hotels in Nike, Enugu.

To generate attention to stakeholders in curbing incidents and crimes occurring at hotel facilities, through security measures, their effectiveness and adequacy had to be explored. The exploration comprised the qualitative research by means of interviews as data collection method which was conducted with 20 security managers or individuals who were performing security managers’ tasks stationed at hotels around Nike, Enugu. The study was conducted to determine and document the role played by security personnel in the protection of hotel assets, impact of the risks of crimes and incidents that manifest in Nike lake resort, Enugu industry as well as to identify the persons responsible for inappropriate behaviour in Nike lake resort, Enugu.

As the researcher was engaged in empirical study, the research processes and procedures were adhered to. All the aims and the objectives of the research study were also adhered to, as indicated on all the responses of the research questions in Chapter 5 – data presentation.

The exploration of the research was to explore whether the current security measures were adequate and effective enough to curb the incidents and crimes occurrence against assets at hotel facilities. The recommendations would then be identified as feasible mediation as construed by the research. RECOMMENDATIONS

The findings of the research provided numerous recommendations to Nike lake resort, Hotelier, security practitioners, law enforcement agencies, banking industry and government. The recommendations below are arranged according to the different stakeholders who form part of the protection in Nike lake resort, Enugu industry.

Recommendation to Nike lake resort, Hotelier

The recommendations for Nike lake resort, Hotelier are as follows:

Hotel security officers should be proactive rather than reactive. They should not be deployed on hotel floors only when there are events for guests that need extra protection but exercise the practice of floor patrolling regularly.
As Nike lake resort, Enugu facility has numerous access and egress points, such points should be minimised to two or three, with one on the main entrance, the second one at the back for deliveries and/or the third can be found where the parking lot is situated.
Guests’ vehicles should not be allowed to drive up to Nike lake resort, Enugu’s main veranda entrance door, for drop-off or disembark the luggage from the boot of the car. Guests must land at a distance and walk up to Nike lake resort, Enugu’s main entrance and they should be noticed while doing so. This will allow for security officer to observe any suspicious actions by the guests.
CCTV surveillance systems should be installed in all hotels’ strategic points such as at the reception area; at the entrances, at the exit points, at the parking areas and around the facilities. Privacy of the members of public should as well be taken into consideration at all times. These CCTV surveillance systems should be monitored by a trained Security Officer at all times for proactive purpose in terms of crime prevention at hotels.
Control room: There should be a dedicated control room at all hotels where Security Officer is continuously monitoring the activities. If suspicious objects, vehicles, persons or actions are observed, the security officer doing monitoring at the control room should alert the security officer immediately doing patrol to investigate.
The baggage must be scanned through a scanner to monitor hotel related items, like, towels, robes, cushions, among others, where identifiable colour/s will reflect on the monitor that will be programmed by Nike lake resort, Enugu for easy identification. It will be beneficial if this could be made on arrival and on departure of guests.
Guests’ visitors should be given a ‘visitors pass’ and their details must be noted on the visitors’ register. All the guests should be informed to carry their visitors pass at all times while in Nike lake resort, Enugu premises. This will reduce unnecessary checks by security officers posted at hotels when they have to check if all the people on the premises have the right to be there.
Regular security surveys should be conducted by the security managers at Nike lake resort, Enugu’s. This should not be done once a year, since hotel environment is very busy. It should also not be prompted by the incidents since this might make hotels suffer severe financial losses. The survey should include important aspects such as security measures and their effectiveness; assets; personnel; information; facilities; and all hotel properties.
Hoteliers must deal with reputable companies for repairing purposes, like, cabinets, plugs, window handles, to mention a few, rather than employing staff who used to work at Nike lake resort, Enugu as handy-man, as these are the individuals who may turn hotel perpetrators at a later stage.
Security features and designs at Nike lake resort, Enugu’s should be improved with time because if they are found to be lagging behind Nike lake resort, Enugu facilities will become more vulnerable.
The owner of Nike lake resort, Enugu is responsible for safety and security of all guests visiting Nike lake resort, Enugu. This should also be made clear to Nike lake resort, Enugu owner that omissions in this regard may result in Nike lake resort, Enugu owner being held liable.

Recommendations to security specialist

The following are recommendations that are made in order to help security specialists improve the level of security at hotels:

It is recommended that Nike lake resort, Enugu association meetings be attentively attended by all security managers from different hotels or alternatively nominate a representative on behalf of the security manager.
Security managers in hotels in and around Nike, Enugu must receive hotel crime statistics from the SAPS reflecting crime trends and profiles, as well as the extent and nature of types of crimes that occur in hotels.
In a case where international internal security imposing their security standards and procedures when protecting foreign dignitaries in hotels, Nike lake resort, Enugu must establish a training facility where the in-house security manager will be able to train security officers according to hotel’s specifications on the protection of all type of guests situated in hotels. Where there is no hotel in-house security manager, Nike lake resort, Enugu must design a hotel related security training manual that will be used by the private security in training those employees who will be working in Nike lake resort, Enugu environment as security officers. Alternatively, hotel security managers may be sent on workshops overseas to learn more about asset protection, especially in hotels.

Upon deploying of security personnel, security personnel must be provided with the orientation phase on the site to be guarded. This process will enable security personnel to know more about the core hotel business rather than allowing them to perform ‘non-confidential’ tasks which may cause them not to know what exactly is being guarded.
The study also revealed that the security officers are sometimes involved in theft, especially when colluding with the intruders and/or with employees of the institution they are guarding. The following are recommended:

Security officers must be paid on time monthly as they tend to borrow money from other sources with high interest rates and when they are paid, their salary is paid back to the lender and that may cause them to retrogress financially. This situation might render them vulnerable to criminals who might take advantage of their financial situation and buy their involvement into criminal activities against Nike lake resort, Enugu.
The private security finance department must ensure that payments are made monthly and on a specific date as agreed.
Security companies need to have surplus funding where security officers will receive part of salaries until payment day where the money advanced will be deducted from their salaries.
The security managers should always commend security officers for a job well done. Although a site with no loss encountered is part of the guard’s job, security officers should at least be incentivised, not necessarily by cash, but by stress-relief related items, like, in some instances, buy monthly cell phone airtime or dispense retail food vouchers to security officers on sites where minimum incidents of loss or none occur, to augment cash. Security officers may also be thanked for their positive contribution. In this way, the security officers will appreciate their importance in the organisation.
Recommendations presented to top management after a security survey is conducted must be adhered to. Failing to do that, any loss that will be experienced must be covered by Nike lake resort, Hotelier and not by the security company.

Rotation of security officers promotes exposure to other sites and discourages the familiarity between a security officer and Nike lake resort, Enugu employee, which may result in bad deal clinching. Clients are not required to impede the rotation process.
Security managers, either in-house or contract, must screen all contract staff members, like, housekeeping and restaurant staff as well as security personnel during the hiring process to ensure that staff members are who they claim to be, as well as periodically, that is, twice a year to ensure that staff members are still honest as when employed.

CONCLUSION

Hotel incidents and different types of crimes that occur in hotels seem to be continuing despite the presence of security measures in the facility. Security measures as complex phenomenon, which are hardly noticed for their role in Nike lake resort, Enugu facility, had to be assessed for their effectiveness and adequacy. It is the duty of all hoteliers to ensure that guests, who are individuals who foster growth and profit in Nike lake resort, Enugu facility, are protected throughout their stays in hotels.

The chapter involved the conclusion of the research where the summary of the whole research was noted. The recommendations for different stakeholders in Nike lake resort, Enugu industry were offeredbased on the findings. As the research was based on the unique phenomenon that have not been researched before in and around Nigeria, challenges that were experienced were also discussed in the chapter. The aspects gathered during data collection that needed future attention were also tabled for further research.

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