Using technology to overcome human error
Security breaches are becoming increasingly complicated, and digital technology has made it easier for criminals to forge or imitate identities. To cope with this evolving threat, hotels need to turn to digital authentication solutions — such as GTRIIP’s patented check-in software — to process and manage guests identities in a faster, safer and more accurate manner.
GTRIIP’s solution utilizes passport detection and biometric verification technology to authenticate guests identity.. In Singapore, this authentication process can be further automated through integration with the newly launched E-Visitor Authentication (EVA) System, which allows hotels to verify their guests’ visa validity at check-in. Leveraging on such digital solutions allows hotels to not only reduce human error but also deliver a more seamless guest experience.
Using staff to identify threats
While technology is a great way to bolster security efforts, hotel staff are also play a vital role against constant terror threats. They have frequent contact with hotel guests, and are able to read subtle reactions and shift in human emotions that cannot be captured by digital technology. Hotels need to equip their staff with the necessary skills to identify and manage situations that are suspicious, hazardous, or potentially dangerous.
At the front desk
As the first point of contact, the front desk team are in an advantageous position to suss out any inconsistencies during check-in. They can help to identify potential threats by taking note of the following :
- Mismatch of guests’ identification photo or details against their e-registration card
- Refusals to provide mandatory personal details
- Guests who use cash for high-cost purchases within the property
- Guests who take particular interest in the hotel’s security system, access points, and various exits and entrances
- Guests who request specific rooms on floors that are not considered premium choices
By the porters
Terrorist can sometimes exploit luggage — their own or others — to bring in dangerous items and weapons. While assisting guests, porters have a chance to handle the luggage and pick up on tell-tale signs. They can look out for:
- Luggage with unusual shapes, weight, and sizes
- Changes in the number of luggage vis-à-vis the duration of stay
- Guests who overreact when porters try to assist with heavy luggage
- Guests who forcefully insist on handling their own luggage
By housekeeping staff
Within the hotel team, the housekeepers are the only ones with access to to guests’ rooms. While cleaning up rooms, well-trained staff can keep an eagle eye out for signs of suspicious activities in the room,.
They can watch out for:
- Guests who deny cleaning or maintenance services for an extended period
- The presence of unusual odours from cleaning solvents, fuel, chemical products, or empty containers used to hold such liquids
- The presence of electronic components, electrical tape, batteries, soldering guns, and wires
Closing the security loop
It is essential for hotels to integrate robust staff training and the latest artificial intelligence and machine-learning technology in order to bring about safer and more secure stays for guests. This is the direction most hotel owners are adopting to ensure security is never compromised at their properties.
To explore how to improve your security while delivering frictionless service with the GTRIIP and EVA systems, drop us your details via the link below and let’s get the conversation going.