It is crucial that hotel management, staff and contracted security officers work together as one effective team. This is particularly important when a security incident arises.
The hotel’s Security Standard Operation Procedures usually clearly defines how staff should respond to security emergencies: what, to whom, how, and in what timeframe – so they know which situations they should bring to the attention of management and/or other key staff on duty.
In my opinion, these Security Standard Operation Procedures are also great guidelines for professional security officers working in the hotel to know. They may not be familiar with the hotel industry and these procedures will help them fit in more effectively. Once trained in the procedures, and after they have learned their way around the hotel, security officers become your extra eyes and ears to respond to anything suspicious and to protect guests and staff.
“Bravo 1 to Hotel 1 … do you copy?”
Using radios for communication between hotel management/staff and security can pose certain risks, however, these risks are particularly serious when security incidents arise.
Security officers often use Simplex or Repeater radios. In most cases, the security company provides these to their officers. While Simplex Systems are more locally restricted, stand-alone solutions using Repeater Systems work outside the radius. When installed correctly, they allow the security officers to have reception deep down in the basement or outdoors. This allows easy communications among the security team and to others to call for backup if necessary.
When there is a problem, security should inform the Manager on Duty. However, this is where it often becomes tricky and communications can break down. Hotels that use radios for their own purposes communicate on a different channel to that used by security. Both parties should be aware of any differences through on-going communication training to lessen the risk of a communication breakdown in an emergency.
Tips to remember
You should consider the following points when reviewing your in-house security communications:
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Carry out regular radio training in the hotel using the security language
The language used in Security Standard Operation Procedures written by the hotel often contains hotel terminology and hotel-typical phrases, but staff coming from the security world tend to use their own radio language, including the phonetical alphabet and the 24-hour clock system.
Does your hotel management/staff know how to copy that?
Ensure all your own staff/managers who have to use radios understand the importance and the meaning when security officers on the other end use words and phrases like ‘sierra’, ‘echo’ or ‘charlie’, ‘copy’, ‘over’ and ‘over and out’.
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Avoid double work
When security guards have to place an emergency call, you don’t want them to lose any valuable time. Try to avoid having them use a second communication device to call for backup from hotel staff.
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Use earpieces in the hotel
Security officers will tend to use earpieces and it is a good idea that your managers or key staffers do the same. They might look like a Secret Service Agent with the wire underneath their suit and the radio clipped on the belt, but it has one great advantage – it means they can deal with a security incident discreetly. A guest right next to them does not need to become alarmed unnecessarily when they hear, for example,”…Bravo 1 one to base…I have found a suspicious box in the foyer that looks like an IED…over”. IED stands for improvised explosive device. Using no earpiece can quickly cause panic.
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Radio checks
Carry out frequent radio checks throughout each shift to ensure all radios are working
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Radio speak
Please remember, when using radios always:
- Select an area with good reception
- Speak clearly and with your normal voice
- Don’t interrupt
- Do the training
It’s important to avoid misinterpretations during communications. As with so many things in life, it all comes down to training, training and more training. Ask your security provider to provide frequent training for your hotel staff in how to use radios correctly. This service is also in the interest of your security provider and they usually provide it free.
About the author
Stefan Vito Hiller is the Founder & Managing Director of Sky Touch – Global Hotel Security Consulting. He has over 20 years international experience in the hotel industry, including five years specifically in security.His hotel experience includes rooms division management, pre-opening, fire, health & safety, risk management & cost control. He has worked for leading hotel brands in Munich, Frankfurt, Bremen, Berlin, Cork, Edinburgh and Doha in the Middle East.
He graduated in 2002 as a Hotel Management Consultant at the Steigenberger Hotel Management School. He gained valuable experience as a Cost Controller at the Sheraton Hotel & Towers at Frankfurt Airport. He worked three years in Ireland where he built on his experience as a former volunteer fire officer and became a qualified IOSH Health & Safety Officer. He effectively combined the field of Health & Safety with his Assistant Manager positions.
Stefan now consults to hotels to implement innovative and affordable strategies to raise their level of security to meet growing global demands
