“…Terrorists are increasingly targeting hotels because of the worldwide attention such attacks receive…so it’s important to have a plan in place. Marriott, for one, uses a multi-point crisis management program that is reviewed semiannually…”
Preparedness should extend beyond a company’s executives, said Tom Whitlatch of Hospitality Risk Controls. Housekeepers, those employees who spend a considerable amount of time in hotel hallways and guestrooms, need to be trained to keep an eye out for suspicious behavior.
Housekeepers, he said, should not be afraid to challenge people they see in hallways to show room keys. “We have to train them and get them to understand it’s OK to do that,” Whitlatch said.
Further, housekeepers need to keep their eyes open for suspicious activity in guestrooms, too, Durham said.
“It’s the housekeeper who might go into the room who might notice something unusual about a piece of equipment or luggage sitting on the bed,” she said.