At hotels across the world, the front desk clerk asks questions to make sure that their guests’ stay is up to par. And on flights that crisscross the sky, the flight attendant walks around the cabin making small talk to make sure everyone on the flight is comfortable. But these dedicated staff are not just providing excellent customer service. The reality is that these hospitality and travel industry employees are on the front lines of ensuring public safety. And with the right questions, these well-trained staff members might uncover information that is anything but routine.
Through new programs and initiatives, airlines and hotels are taking proactive security measures and giving their employees the tools and training to help identify and report safety issues. By training staff to recognize and report suspicious behaviors and activity to the appropriate authorities, travel and hospitality companies can help make a difference in the communities they serve and possibly save lives. Utilizing mobile reporting options like the STOPit mobile app is one way that hospitality industry leaders can begin making this important difference in the lives of their employees and guests.
Law Enforcement Partners
When law enforcement knows that hotel and travel companies are their partners on public safety issues, a collaborative and productive relationship can grow. That relationship improves the community and helps victims–and limits liability for hospitality industry employees, owners, and brands.
Protecting guests and employees can also help protect–and even strengthen–a business’ reputation. By teaching staff how to identify and report issues, businesses can identify warning signals, mitigate risk, and even deter crime. It’s not just due diligence: ensuring that staff across all fronts are trained to identify and report key indicators is critical for success. According to the Department of Homeland Security, there need to be different instructions for different roles since the signs a front desk clerk needs to be alert of may be different from that of a housekeeper or a parking lot attendant. Homeland Security offers a training toolkit available in both English and Spanish.
In September 2018, in a show of unity in the competitive hotelier industry, Hilton, Hyatt Hotels Corporation, IHG, Marriott International, Wyndham Hotels & Resorts, and the American Hotel and Lodging Association (AHLA) announced the 5-Star Promise, their commitment to advancing employee and guest safety on their properties. AHLA members have committed to implementing better policies, training, and resources aimed at improving hotel worker and guest safety. One of the key goals of the 5-Star Promise is to provide all U.S. hotel employees with employee safety devices, also called portable panic buttons, by 2020. Participating hotels will have a wide range of options to choose from, including noise-emitting features and emergency GPS tracking available at the push of a button.
Tackling Human Trafficking
Assuring guest privacy is an important priority for the hospitality and travel industries. But human traffickers can take advantage of that privacy, especially when staff are not trained to recognize and report the signs of exploitation. And while high-profile events like next month’s Super Bowl can create a climate that traffickers exploit according to anti-trafficking organizations, the reality is that human trafficking is an everyday problem.
But experts say progress is being made, especially with help from hospitality industry leaders. As National Slavery and Human Trafficking Prevention Month comes to a close, many companies have made new commitments to combat human trafficking.
Last year Delta Air Lines launched a human trafficking training initiative for the airlines’ employees. Now 56,000 of those employees have been trained to watch for signs of human trafficking on flights or in airports around the world, and how to report concerns to the Delta operations center. The center then passes the information on, ensuring that there are multiple layers of checks and balances in the process.
And as part of their global commitment to safety and human rights, Marriott International launched its human trafficking awareness training program in January 2017. Marriott announced earlier this month that it has successfully trained 500,000 staff members on how to identify and respond to human trafficking in its hotels.
“By educating and empowering our global workforce to say something if they see something, we are not just standing up for the most vulnerable in society, we are also protecting associates and guests as well as living up to a core company value — serving our world,” Arne Sorenson, President and Chief Executive Officer of Marriott International said in a statement.
Every employee in the hospitality industry can make a difference: the more hotel and travel companies become involved in training their staff to identify and respond to safety concerns, the harder it will be for crime to go unnoticed and unreported.
The STOPit mobile app is a simple, fast and powerful tool that empowers individuals to protect themselves and others. The platform also includes a robust incident management system, which enables administrators and management to get in front of issues, mitigate risk, and adhere to the always changing world of compliance.