Security Revisited

New Security technology gives hotels ways to win back consumer confidence.

By Rebecca Oliva, Technology Editor -- HOTELS Magazine, 4/1/2002

In the wake of recent terrorist attacks, security

has been top of mind with hoteliers and guests. Hoteliers want to

reassure their guests and restore the general public’s confidence

in the travel industry. Guests want peace of mind and visible security

measures.

Each one’s wishes are attainable. New security technology promises

to resolve some of these security issues and offer a changed hotel environment—part

convenience and part innovation. “Since 9/11, the better properties

are looking at the security of their guests more than they ever had,” says

Michael Squires, president, Softscribe, a technology consulting firm

based in Atlanta. “Security is changing company-wide and even

industry-wide.”

Part of that change is still to come with the adoption of biometrics,

Bluetooth chips, wireless check-in and more efficient online locking

systems. For the time being, however, many new products are ready today

to help hoteliers overcome the most difficult security challenge in

history.

Watchful Eye

Many hotels are focusing their attention on surveillance

cameras, according to Squires. “I have talked with several hotels that are planning

to install security cameras,” Squires says. “Many of them

are spending money on security cameras because of liability

issues.”

In fact, since September 11, many of the new security measures implemented

have been less about technology and more about increasing security visibility.

Surveillance cameras are being widely acknowledged as valuable tools

to help management keep tabs on public spaces.

Properties have made their security personnel

more visible to guests and employees. In fact, the Congress Plaza

Hotel in Chicago is not allowing guests to leave their baggage at

the front desk unless they are frequent guests. “We have made security more visible than it was before,” says

assistant manager Shakeel Siddiqui.

Marriott has raised its concerns about security

since one of its own hotels was destroyed in the World Trade Center

attacks. “We have

heightened our security awareness through means of training staff and

communicating better,” says Patrick Murphy, director of loss prevention

services, Marriott International, Washington, D.C. In

addition, controlled parking has become a standard, and vehicles are

never left unattended.

Tracking, recording and streamlining security

incidents has become a major tactic. Certain Marriott hotels are using

software to record incident reports. “The software helps the hotel pinpoint days

and times of incidents,” Murphy says. Manufactured by PPM 2000,

Edmonton, Alberta, Canada, properties can run trend reports

of suspicious activity.

To help hoteliers with continuous surveillance on their properties,

Atlanta-based TESA Entry Systems has introduced a new security camera

system that allows for simultaneous full-screen recording of all cameras,

the HotelObservationSysteme 8 (HOS8). At a list price of US$3,000, the

HOS8 multiplexer has inputs for up to eight cameras and can accommodate

intercom facilities and remote door opening, which also has a snapshot

feature for viewing visitors. The gem of the system is that all eight

camera-inputs can be recorded in full screen view. This feature makes

it easy for hotel management to track incidents or questionable activity.

Cameras record in color and feature functions such as video motion detection.

In other developments, security vendors are introducing

biometric technology to ensure guests’ safety and provide added convenience. Leksvik,

Norway-based Elsafe recently introduced its new Biometric safe, which

identifies the user and provides access to the safe via an electronic

fingerprint reader built into the system. The safe has a memory that

can retain an account of up to four fingerprints and is available as

an upgrade to the Infinity collection. “Biotechnology is an up-and-coming

thing,” says Murphy. “It even has potential for guestroom

locks.”

Channeling Access Control

While electronic lock systems are well developed and remain the key

component of hotel security, the access control system has gone through

major changes, including wider options for access entry.

In fact, several vendors have made strides in access control development.

Key cards, Smart cards and no-contact transponder devices all strive

to give the guest the benefit of convenience and the hotel the opportunity

to conduct more efficient operations.

“Access control is a major way of controlling threats,” says

Marriott’s Murphy. Marriott is researching new products and ways

to better its entry methods. Certain properties are using

key cards that open guestroom doors, property doors and open gates for

cars.

Kaba Ilco, Montréal, Quebec, Canada, has launched an upgrade

to the Oracode 4400 stand-alone lock, which is a time-sensitive system.

The lock is priced at approximately US$53,000 for a 200-room hotel.

Guests receive a 6-digit PIN code at check-in that is active only for

the duration of their stay. The big benefit here is convenience at guests

can check in at anytime—in person or by phone or fax. The lock

can be interfaced with the PMS or guest database.

Other products eliminate key cards by using a

match-sized transponder stick. Nagold, Germany-based Häfele’s

Dialock is a radio-controlled lock so there is no contact between

the lock and the stick. Key sticks can be encoded up to one million

times and guests do not have the hassle of unresponsive key card readers.

Security Innovations takes access control a step further with new enhancements

made to the Access-Plusw online security system. The lock is now compatible

with readers such as magstripe, Smart card, proximity or biometric.

Guests have the option of choosing to use their own credit card or traditional

key cards to access their room. The whole system offers real-time monitoring

of guestroom doors, and sets off an alarm when a door has been forcibly

opened. Since the system is online, it allows hotel management to track

the number of entries by guests and employees. Length of time is recorded

and maintained in the records.

Security Marries Convenience

While security remains of the utmost importance, convenience and efficiency

continue to drive security product development. Kiosks, curbside check-in

and other wireless devices are inching their way into the spotlight.

Many security companies have extended their product lists to include

these items by creating partnerships with other hospitality technology

vendors.

Accor’s Ibis hotel at the Charles de Gaulle Airport Station in

Paris recently started operating the DUO 3000 made by VingCard, Kolbotn,

Norway, and Ariane, France. The 556-room hotel, in close proximity to

the airport, maintains an occupancy rate of 92%. “To make check-in

and check-out fluid, we have decided to offer our guests the complimentary

service of kiosks,” says the hotel’s General Manager Jean-Marc

Vendioux.

The DUO kiosk is an interactive self-service touch-screen

for check-in/check-out. The kiosk can be linked to the hotel’s

property management system (PMS) and security system for distribution

of keys. Ibis only uses it for check out purposes for now. It is currently

in the midst of setting up the necessary interface between its reservation

system, PMS and locking system to allow guests to check in. When it

is operating at its full potential, Vendioux expects to see a return

on investment in one year.

But even without the check-in capability, check

out is done in less than 30 seconds, Vendioux says. Guests are pleasantly

surprised, Vendioux says, to be able to go through check out painlessly

and quickly. “They

enjoy the innovation, new technology and the speed,” Vendioux

says. The convenience factor keeps guests coming back.

Other hotels that have pioneered the kiosk systems

agree. The Congress Plaza in Chicago might have been one of the first

to test this concept, installing a kiosk with a Hamilton, New Jersey-based

Timelox interface in 1998. Assistant General Manager Siddiqui says

the kiosks automate the check-out process. In fact, almost 90% of

the Congress’ guests

use it to check out, which cuts down on some of the lobby

traffic.

But, Siddiqui says, hotel management was disappointed

with guests’ responses

to check-in with the kiosk. Even though the system streamlines the check-in

process, prints receipts and distributes keys with the touch of a button,

the hotel wasn’t seeing maximum benefits. “Guests love it

because they don’t have to stand in line, but there is also frustration,” Siddiqui

says. “Guests were coming back to the reception desk because they

had additional requests, or wanted another room size.” In addition,

the kiosk only work if guests leave their credit card

number when they made a reservation, eliminating trial by a sizeable

amount. Many of these problems, however, have been resolved. Kiosks

now include more information about guestrooms and allow guests the flexibility

to choose amenities.

A little further away from widespread adoption is Bluetooth technology,

a wire-free online technology that can communicate with other Bluetooth

chips. The Holiday Inn Wall Street District, New York, is Bluetooth-enabled,

but few guests are ready to use it. At the 139-room hotel, a guest with

a Bluetooth-enabled mobile telephone or personal digital assistant is

recognized via the Bluetooth-enabled PMS.

SAFLOK, Troy, Michigan, Timelox and a number of other companies have

been experimenting with Bluetooth technology. Many experts predict it

will be at least another four to five years before Bluetooth hits the

mainstream.