US hotels vary in physical measures of safety
By Cathy A. Enz, Lewis G. Schaeneman, Jr. Professor of Innovation & Dynamic Management Strategy at Cornell University
The continuous flow of people in and out of a hotel makes it a “soft target” for harm and poses a challenge to the property’s security and to the safety of the people in that hotel. The tragic attacks in Mumbai this past November are a recent reminder of hotels’ vulnerability to safety and security threats. Preserving customer service standards and assuring safety in the quasi-public spaces of hotel buildings is challenging because it is often difficult to distinguish among guests, legitimate visitors and people who are potential threats. Moreover, hoteliers find it difficult to maintain the highest possible standards of safety while preserving a hotels’ hospitable and welcoming image.