By Venkatachari Jagannathan Chennai, Nov 26 : .The terrorist attack on star hotels in Mumbai, including the Oberoi Trident and Taj Mahal Palace, in which many guests and staff were killed, has altered the security situation in the hospitality sector, according to hoteliers.
They stated that hotels used visible and invisible security measures to protect their guests and staff after the 26/11 attacks.
“Post 26/11, the hotel industry underwent a paradigm shift.
The principles of hospitality were no longer applicable, including the first impression.Vikram Cotah CEO, GRT Hotels and Resorts told IANS that guests and staff had to pass strict security hurdles such as body scans, luggage scans and car checks to be allowed into the hotels.
GRT Group owns and operates a number of resorts and hotels.
“Though they (hotel guests), were used to flying airlines, it was a new experience for them in hotels.
This change changed the way people saw hotels.He said that the focus has shifted to sanitation and cleanliness, including contactless services, which is another shift in a close-contact industry.
Star hotels installed X-ray machines in their baggage scanners soon after the 26/11 attacks.Security personnel also used handheld devices to scan the bags.
Cotah said that larger hotels had invested in X-ray machines as well as under chassis scanning machines and pole detectors.
Courtyard by Marriott in Chennai also had sniffer dogs.
“Access controls have been installed in critical areas.In the lifts, only guests can access the floors with their rooms.
IANS preferred anonymity because access controls are in place for drinking water sources and other critical areas,” said a General Manager at a five-star hotel.
“The hotel’s star status and profile will determine the level of security measures.
IANS was told by another hotelier that high-profile hotels will have more security measures because terrorists would normally attack such properties.
There are certain government regulations that require details of guests from certain countries to be reported to law enforcement agencies.
However, some hotels do not accept walk-in guests from certain countries.
“Guests from countries known to support terrorists and drug cartels are generally not allowed to stay at our property unless they have a corporate account.
A star hotel head told IANS that guests from these countries are not permitted in the property.He preferred anonymity.
Hotels also have the option of securing a government ID card for guests who wish to stay on their property.
The policy is “No government ID, no room to sleep” The hotelier explained that some guests can obtain a copy of their government identification card at restaurants.
The requirements for hiring hotel staff, vendors, and outsourced personnel have been increased since 26/11.
“Background checks for recruits have become more stringent.
IANS was told by a hotelier that anyone with a record of employment in Pakistan/Bangladesh, or a travel record to Pakistan/Bangladesh is subject to more thorough background checks.
“When hiring, we perform third-party checks on the potential candidate.The importance of crisis management has increased.Mock drills for safety precautions in the event of terror attacks are now included in fire safety mock drills, Rahul Nama, General Manager at Mercure Chennai Sriperumbudur told IANS.
Nama, who was in charge of the Mumbai HomeTel property at the time of the 26/11 terror attack, recalled that: “On hearing the attack we closed the hotel gates, and advised the guests not to leave.Those who wanted access to the property were advised not to.The hotel security staff were asked to be extra vigilant.
Background checks are performed on all applicants, but vendors are not subject to such rigorous scrutiny.
The hotels are based on the reference given.At this time, no background checks on vendors are being done.A hotelier stated that while hotels have uniformed staff at the gate to welcome guests, professional security personnel in coloured clothes is not used as it increases the cost.
(Venkatachari Jagannathan can be contacted at v.jagannathan@ians.in)
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