Twin Attack at Ritz Carlton and JW Marriot Jakarta - Case Study Example

SECURITY AND THE HOTEL by Student’s Name Code + Course Name Professor University City/State Date Security and the Hotel In this century, the increased height of crime and terrorist attacks has attracted more attention on hotels security since they are more vulnerable. Hotels are considered as soft target because, by their nature, they have very little access controls. Although terrorist attack on the hotel started before September 11, aftermath, security of guests’ has gained more significance as it is among the topmost contributor of hotel success (Clifton 2012, p.37). On 17, July 2009, the security threats-bombings at the JW Marriott and the Ritz-Carlton Jakarta that claimed several lives had an effect on the safety, security, and emergency policies of the hospitality industry. These two hotels are serious about the guest commitment, but the two events have designed the safety, security and emergency policies for both organizations. This twin attack at Ritz Carlton and JW Marriot Jakarta was a surprise to the members of the intelligence community, hotel industry, and the security. Collectively, the attacks reaffirmed that, with no doubt the hospitality industry is facing threat from terrorist and extremist groups. This paper explores how the two events have informed legislation and shaped safety, security and emergency procedure for the organization that are serious about the commitment to their guests. In hospitality industry, especially hotel, safety and security are classified as most important factors. It is a legal and moral duty for hotel management to ensure their employees and guests are safe. Ensuring safety not only guarantees guests safety but as well reduces legal liabilities to the hotel and improves profitability of the firm. For hotels that are seriously committed to their guest, their guest expects security measures to be adhered to (Pizam & Holcomb 2008, p.252). Before the attack, both the JW Marriott and the Ritz Carlton hotel were operating at stringent security measures similar to those used in airport. There were several gates with tight security measures that prevented the vehicle that carried out the attack from getting in the hotels. Both hotels were assumed to have tight and strong security as even gate patrons went through the attacker's luggages with metal detectors. According to some scholars, these measure prevented massive impacts of the bombs. No other hotel in the city was assumed to have such tight security measures (Jerard, Ashuti, & Feisel 2010, p.13). On the other hand, despite such measures being in place, the attackers were able to accomplish their mission. The two events stressed the need to employ more security in the hotel industry. The hotels had to add more controls to its security measures to deal with the terror threat. Both hotels hardened their security measure by focusing on total physical protection and intelligence thorough cooperation with government agencies to lessen the risk of possible attacks. They invested heavily in training security personnel and procuring surveillance equipment to ensure strong security measures are in place to monitor the hotel. More advanced security technologies such as walk through metal detectors, hand held metal detectors, and handheld explosive vapor detectors (EVD) were put in place to assist security team (Jerard, Ashuti, & Feisel 2010, p.14). In hospitality environment, effective communication and planning in the pre-event stage should be employed, authenticated and joined with all the stakeholders of the industry and government agencies. Since any form of crises affect the image of the hotel and increase the risk of losing customers, effective planning should regularly be conducted (AlBattat & MatSom 2015, p.2). Direct communication and written emergency preparedness plan are great tools that assist in preventing much destruction during crisis. In ensuring hotel security, notifying guest in case of any emergencies is very fundamental. There are cases where some hotels have tried to address some emergencies such putting off the fire without notifying the guests. It is ethical and of importance to notify the guest in case of emergency and whether they should try to vacate the room or remain in the rooms until the emergency is handled. From the lesson learned from the JW Marriott and the Ritz Carlton Jakarta attack and many others, many hotels have executed strategies to improve communication with the guest in the room. For instance, they put corridor speakers that are audible enough such that the guest inside the rooms can hear. According to Penner, Adams, and Rutes (2013, p. 396), some policies stress that a guest evacuation sound system be transmitted via independent low-voltage, master television antenna or telephone system. Considering that, smoke is more dangerous than fire, in cases of fire incidents; much awareness has been created on the importance of controlling spreading of smoke. Today this goal is achieved horizontally by building automatic closer to guestroom, as well as increasing other doors and installation of fire doors at elevator lobbies. These elevator lobbies close automatically when they detect a fire because they are held open by magnet (Penner, Adams, and Rutes 2013, p. 396). Other security devices that are used by hotels to offer security are alarm systems, recordable locks, and surveillance systems (Pizam, & Holcomb 2008, p.252). However, the installation point of these alarms and surveillance systems should be well considered. In addition, although a large percentage of security personnel are outsourced, it is important to ensure the majority of all members of staff are trained the general security precautions. Equipping them with skill of responding and handling emergencies has been treated as main weapon against the security threat ( Jerard, Ashuti, & Feisel 2010,p.19). In reality, security is a duty of every individual, however in the hotel industry; security responsibility lies with the hotel management. Without considering the vulnerability of hotels, some hoteliers ignore installation of security measure. Many are awakened by the major events like the ones of Ritz Carlton and JW Marriot. Currently, due to technological advancement, managing and controlling threat has become more expensive and challenging. Nonetheless, majority of hoteliers are always concerned with expenses involved in budgeting for security issues (Mayok 2012, par.3). Since hotel security threat can come from interior/employees or exterior sources, safety measures cover a large portion. Safety measures start from guest and employees to environment and facility, and hotel management should be aware of this role. Hotels operate different outlets such as Casinos and gymnastic areas, and each of these facilities must be guided by safety, emergency, and evacuation policies which are in line with international standards on safety. Emergency systems should always be installed to ensure protection and safety from fire and other hazards (AlBattat & MatSom 2015, p.2). Emergency system such fire alarm, extinguishers, sprinklers, emergency lights, smoke and heat detector as are important and should regularly be checked and put to test to ensure proper use in time of crises. Strong –in-house system can be of importance as it prevents damages in times of crises. In hotel industry, safety committee is headed by human resource department and a representative from all the departments to ensure that safety measures are observed. In case of emergencies, due process is supposed to be followed. A person must be designated to take all enquiries and disseminate information during crises. In additional, fire marshals, first aid trainers and security official should be on site. According to international safety standards thing such as a fire exit should be well marked, first aid kit, exit ladder, fire extinguisher and evacuation points must be reached by all people. In addition, it is important for management to ensure proper dressing of security employee to ensure it is in line with the hotel philosophy. In most cases, most staff and guest are not aware of safety measures they are supposed to take in case of emergencies. It is failure on the management part not to put safety measures in place or equip employee with safety skills. Many are the times that, in hotel setting you can find fire extinguishers equipment’s empty or they have not been examined for over six months. Safety audits are other aspects that have been neglected in most cases, sometimes, it is carried out for over a year or when emergencies occur (Jerard, Ashuti, & Feisel 2010, p.29). This failure on the part on the part of the management puts to question the integrity and professional ethics of the hotel and its management. However, with the view of maintaining integrity and respect of customers in the industry, international institutions have currently set high standards and procedures on safety, security, and emergency management. This help in preventing and dealing with any incident of safety and insecurity. In conclusion, hospitality industry has been more vulnerable to terror and security threat. The recent events at Ritz Carlton and JW Marriot that claimed several lives reveals that terror threats are more complex and recurring than before. Therefore, it is better for hotel management to be well prepared to mitigate and reduce the potential impacts of such incidences. Indeed ,in the hospitality industry, safety and security of the guests is an important issue as it contributes to the success of the industry. Effective planning and an updated emergency plan with equipped staff will help the industry to reduce and avoid the risk. Security and surveillance systems are very crucial in ensuring guest safety. Therefore, continuous checking and updating will assist in ensuring losses are minimal in case disaster strikes, and integrity and ethics are maintained in the industry. References AlBattat, AR & Mat Som, AP 2015, Emergency management and loss prevention in the hotel industry. Available at: Clifton, D 2012), Hospitality security: Managing security in today's hotel, lodging, entertainment, and tourism environment, CRC Press, Boca Raton, FL. Jerard, J, Astuti, F & Feisal, M 2010, Bombing Of JW Marriot And Ritz Carlton, Jakarta. Available at: Mayok, P 2012, 5 pressing hotel security concerns for 2012, Hotel News Now, viewed 13 March 2015,. Penner, R, Adams, L & Rutes, W 2013, Hotel design, planning and development, Routledge Pizam, A & Holcomb, J 2008), International dictionary of hospitality management, Elsevier/Butterworth-Heinemann, Amsterdam. . Read More