PAUL MOXNESS Carlson Rezidor Hotel Group

SAFE

No. 03 2015/2016

“The agreement with Safehotels means an increased focus on security”

DUTY OF CARE SECURITY 24/7 CRISIS MANAGEMENT CERTIFICATION INCREASES EXPERTISE THE ALARM GOES OFF – WHAT HAPPENS? Conference Acrobat *

* You notice it on the chair in the meeting room, the temperature in your hotel room or maybe on the raspberries in the jam. Details that might be difficult to put your finger on, but makes all the difference for your conference. aaaaaaaaaaaaaaaaaaaaaaaaaa Nova Park offers cozy rooms, small and large meeting rooms and a Water Lounge to relax in at the end of the day, all just 12 minutes from Arlanda airport. And employees who make your stay a little bit more special. INTRO | 3 SAFE

LEGALLY RESPONSIBLE EDITOR IN CHIEF Atti Soenarso

[email protected] PUBLISHER Roger Kellerman Good Momentum for [email protected] INTERNATIONAL DIRECTOR OF SALES Graham Jones SAFEHOTELS ALLIANCE [email protected] TEXT Meetings International PHOTOS Jesper Anhede, More and more incidents that recognition more frequently and in Sara Appelgren, Eric Beaulieu, happen at hotels are drawing atten- all parts of the world. Nicole Cambré (omslag), Roger Kellerman, tion because the occurrences are not Travelling and participating in

Tomas Nordtorp, Hedvig Stabell, Jon van Terry accidents. It often concerns incidents meetings with Hotels, Travel man-

TRANSLATION Bryan Ralph DESIGN kellermandesign.com that could have been avoided, or did agement organisations, Tour Oper-

EDITORIAL RAYS OF SUNSHINE Bimo’s cello ensemble not need to happen, if the hotel had ators and other organisations are adopted a more systematic approach a big part of my work. One month + Teitur + London Here East + M A Charpentier to security. there was a trip to London, invited + The Literary Hub SUBSCRIPTION Four issues: Security is among the three most by one of the world’s largest travel Sweden €39, Europe €73, Outside Europe €77. Buy at important criteria when travel man- management companies. Nairobi was [email protected] or agers choose a hotel for a company’s visited, where we certified another www.meetingsinternational.com. Single copies employees. hotel. Then there was Oslo … always are €15 + postage when ordered online. Working with people 24 hours a interesting. What were the results of CONTACT Meetings International Publishing, day means exposure to risks – the this trip? Well, for instance in Hong P.O. Box 224, SE-271 25 Ystad, Sweden, Editorial Office human factor is ever-present. That’s Kong we signed a cooperation agree- +46 8 612 42 20, Commercial Office +46 730 40 42 96, why it’s important to prevent inci- ment with the Asian Rugby Football [email protected], meetingsinternational.com dents as much as possible. The aim is Union. Rugby is a major sport around

PRINT Trydells Tryckeri – environmentally certified to avoid them altogether, as well as to the world. The agreement helps the

(ISO 14001) PAPER Arctic Paper Munken Lynx 240g/100g. limit damage when something does organization to in the future identify

FSC labeled paper Cert No SGS-COC-1693 happen. hotels they use throughout Asia as

TYPE Adobe Berthold Akzidenz Grotesk; DS Type A representative of one of the safe venues. ARFU arrange about 30 companies we work closely with tournaments every year. This means Leitura Display; Hoefler & Frere-Jones Chronicle Text, described it this way: “For me, Safe- enormous exposure in the market, Chronicle Display, Knockout. ISSN 1651-9663 hotels certification works like airbags both in terms of hotels and major in cars. When people sit behind the companies. wheel, everyone knows that an inci- Finally, I would like to say that it’s dent can happen. But the more, and very satisfying to get feedback from

Reproduction of articles and other material, whole or better, airbags there are in the car, the hotel employees, who have found it in part, is forbidden without the prior consent of the publishers. Quoting, however, is encouraged as long bigger the chance the driver has of to be a very positive experience when as the source is stated. surviving. When I think about hotels, we have been on site to train them. I I want there to be as many airbags as would like to take the opportunity to possible – that Safehotels has been relay that gratitude back to your ho- to the hotel and told us the air bags teliers and directors, who show that are mounted correctly and that they they care about guests, employees

Meetings International is a member of ICCA, MPI, work.” and other interested parties. Thank SITE and The International Federation of Audit The agreement with the Carlson you for taking responsibility! Bureaux of Circulations, IFABC. Rezidor Hotel Group is the most See you all out there! Stay Safe! important agreement we have signed so far. Other major hotel chains now Hans Kanold CEO and Chairman, review their security work, as well Safehotels Alliance Meetings International Publishing uses environmentally as smaller groups and independent certified printing, paper and distribution. hotels. Safehotels Alliance is gaining

 instagram @meetingsinternational 2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 4 | EIBTM

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 SECURITY | 5

”Intensified Focus ON HIGHER SECURITY”

The Carlson Rezidor Hotel Group is quickly realized they could adjust work relating to travel management one of the world’s largest hotel com- their self-evaluation programme to and thereby hotel security issues. panies with just over 1,350 hotels in the Safehotels security standard, In a way, Carlson Rezidor already operation or under development. The which would be a good step for both had this in their DNA within the hotel group has a presence in 105 countries parties. group, explains Paul Moxness. It and several brands: Quorvus Collec- “Now we receive a good third party meant they were in a good position tion, Radisson Blu, Radisson, Radis- approval that what we do internally when the emphasis on these issues son Red, Park Plaza and Park Inn by actually helps our hotels to create a increased considerably. Radisson, as well as Country Inns and good global standard. Another pos- “Yes, I often get asked about which Suites By Carlson. itive effect is that we gain full certi- markets are our ”hot spots” from a With its long history in the in- fication of several hotels at a time, security standpoint. It’s easy to point ternational hotel world, the group instead of security-marking hotels to countries where security issues has broad expertise within all key one by one.” are in the news every day. One dif- segments and business models plus a According to Paul Moxness, there ference between those countries and growing revenue-generating capacity. is a greater focus on routines actually our domestic markets is often that The 88,000 employees deliver USD 7.5 being followed according to the Glob- awareness of security risks at these billion in revenue. al Hotel Security Standard issued by ”hot spots” is extremely high.” The agreement with Safehotels Safehotels. However, in contrast to According to Paul Moxness, people covers Rezidor’s hotels – about 400 many other industries, there are no at vulnerable destinations know what in 60 countries – but the hotel group global industry standards relating to the threats are, regardless of whether hopes to extend the agreement to the hotel security. it relates to terrorism, crime and/or entire Carlson Rezidor group once “The Safehotels international diseases, as these people confront the they have tested the approach. The hotel security standard keeps its dangers on a personal level every day. first phase involves the certification focus on the guests in a way that – just The hotels must have visible meas- of 40 hotels. When asked why they like our own security work – can be ures in place as a step towards gaining chose the Safehotels security stand- adapted and managed by most of our contracts with corporate customers. ard, Paul Moxness, Vice President, employees who work on hotel prem- “At places we perceive as safe, Corporate Safety and Security, replies ises. In geographical terms, it can be things happen more slowly and can that they have followed the compa- used everywhere.” change over time as we become ny’s progress since the start in 2001. The terrorist attacks in the USA complacent. We tend to trust the “In recent years we have noticed on 11 September 2001 and the dra- local authorities and that they deal that they have further strengthened matic expansion of the hotel chain with issues, but we tend to forget that their expertise. They have built up in several emerging markets were anything can happen, anywhere, at Carlson Rezidor more knowledge on hotel security factors that intensified the focus on any time.” photo and their programme has moved increased security work. Obligations Paul Moxness says they have closer towards our own guidelines to show greater prudence plus other noted that so-called risk-assessment and the practice we apply.” legal changes in many countries also companies have begun to raise the Paul Moxness says they started made it increasingly important for risk level of many European cities to to discuss security issues with Safe- companies to analyze their partners’ levels that can, for example, be com- hotels in early 2015. The hotel group pared with cities in the Middle East.

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL Radisson Belgium Blu Royal Hotel, Brussels, ▲ 6 | SECURITY

“We have focused on this for strongest and weakest link. They have of our best sources of risk informa- several years. Our self-assessment defined the challenge in this way: tion is our own hotels.” programme and the new agreement ”Maintaining suitable levels of safety Carlson Rezidor works globally with Safehotels helps us to maintain and security at our hotels is depend- with the same basic templates for our focus, so that we avoid falling into ent on every day’s measures and that incident reporting and escalation of the complacency trap.” all employees, at all levels and in all threats. They focus intensively on Every day there are many guests situations, are updated and trained.” monitoring hot trends and imple- and companies staying at the group’s “Technology can help, but we still ment preventive measures on site hotels around the world. Have their need the right person in the right in order to ”stay ahead of the curve”. demands increased in recent years? place to do the right things at the Paul Moxness emphasizes they are Can you deliver a higher level of secu- right time.” very aware of the fact that incidents can happen at any time, anywhere. “Our hotels have access to a good selection of training material. We do not want to centrally dictate about “Anything can happen, every training course that each hotel must carry out. It’s preferable for this anywhere, at any time” to be based on local needs, risks and requirements. All our hotels have access to Safehotels training courses.” Paul Moxness is keen to stress two rity than before? It is clear that there are employ- things. Instead of having a prescrip- “Yes, but what we are not really ees on duty around the clock at a tive scope for security work, in which seeing is a good connection between big hotel, but how is security work everyone uses the same handbook certain demands on our checklists, carried out behind the scenes? worldwide – not possible with 1, 350 which the hotels are requested to fill “The number of employees we hotels in 105 countries – they use a in, and what actually contributes to have at any given place and time is so-called TRIC = S formula. increasing security in a certain place. based on operative needs and risk “The TRIC = S acronym stands for Documentation of what we do and assessments. We don’t comment Threat assessment + Risk mitigation the agreement with Safehotels means on specific numbers, as these can + Incident response + Crisis manage- more and more companies will trust change.” ment, Communication and Continu- that their employees are secure with At group level there is a dedicated ity = Safe, Secure and Sellable hotel us.” team of the company’s security staff rooms. It’s the sum of TRIC that gives An everyday perspective: More whose sole task is to provide support us our S.” and more hotels are putting combi- for the group’s hotel activities. This In addition, the group has devoted nation locks on room doors and on can be provided via information and a lot of work to ensure their pro- the hotel’s toilets to prevent unau- guidance or on site with physical sup- gramme actually helps hotels. thorized people getting in and caus- port, depending on the hotel’s needs. “We try to think and talk like hotel ing problems. How do you view this Being a part of Carlson Rezidor owners when we provide internal development? also provides links to an internal guidance and support. If you care “Technical developments con- global operations centre for security, about people, their possessions and tribute to raising the bar for security which has a monitoring role and the world we live in, we become at hotels. We look at, and evaluate, can issue warnings or information better at looking after people, our issues very thoroughly, but we are updates at any time. This is carried possessions and the world around us. also very aware that just buying a new out in addition to direct alarms from That is what safety and security is all technology does not mean you can security companies, media coverage about.” relax and think that the problem is and official government sources. solved.” “It helps hotels to plan and pre- Paul Moxness comments that their pare for possible threats and risks guests are always potentially their that can change on a daily basis. One

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 DEVELOPMENT | 7

Safehotels Joins UN PRIVATE SECTOR PARTNERSHIP

Safehotels Alliance has been invit- Hans Kanold, CEO of Safehotels ed to join the Private Sector Part- said: “We are very pleased to join UN System Staff College/Larissa Nowak College/Larissa UN System Staff nership on disaster risk reduction UNISDR’s Private Sector Partnership photo initiated by the United Nations Office and to support the Hotel Resilient in- for Disaster Risk Reduction (UNISDR). itiative, which is currently developed The 107 private sector partner’s by UNISDR and its partners to build work together to implement the glob- resilience in the hotel industry.” al targets set out in the new global UNISDR is the UN’s focal point for agreement, the Sendai Framework for the implementation of the Sendai Disaster Risk Reduction 2015–2030, Framework for Disaster Risk Re- adopted at a UN World Conference in duction 2015–2030. UNISDR brings March, 2015. governments, civil society organiza- Safehotels is, through its regional tions, universities, institutions, cor- offices in Europe, Middle East, Asia, porations, and individuals together to Africa and USA, ready to promote work on reducing mortality, the num- disaster risk reduction and support bers of people affected and economic the implementation of the Sendai losses resulting from disasters. Framework by working with local authorities and regional tourism organizations.

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL Margareta Wahlström, Special Representative of the UN Secretary-General for Disaster Risk Special Representative of the UN Secretary-General Reduction Wahlström, Margareta Hedvig Stabell photo

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 Lotten Fowler, CEO, SBTA SBTA CEO, Lotten Fowler, SECURITY | 9 Security SBTA’S MOST IMPORTANT ISSUE

The Swedish Business Travel many times higher than in most other for example in their introduction Association, SBTA, asked its members parts of the world. What I think can programme for new employees and in what their managers and executives make the difference is the education information on the travel portal.” thought was the most important and training of personnel, and it’s Your members presumably have matter to focus on. The answer was: here where investment is sometimes agreements with a global travel security issues. lacking.” company. Do you consider any of Lotten Fowler, the CEO of SBTA, The time factor in alerting guests the major travel companies such as says the organization has about to alarms is perhaps the most signifi- Amex, CWT, HRG or Resia as more 250 member companies. The major cant issue in the case of a fire. DoSB - advanced in the area of security than company group, SBTA Global Net- TA’s members place their employees others?” work, currently has 12 globally active as hotels that do not have night staff? “All international travel agencies companies. “In general our member compa- offer some type of product, but there Is it possible to estimate how nies are aware of security issues and are also many independent players in many hotels your members have probably choose hotels with night the market that have specialized in agreements with in Sweden, Europe staff to a great extent. In certain small this area. Certain companies prefer and worldwide? towns perhaps there is no alternative, an independent supplier, others pre- “That’s virtually impossible, as but night staff is important precisely fer the benefits offered by an integrat- we have such a large mix of member because of the factor you mentioned, ed product.” companies. There is everything from namely time.” What’s your assessment of secu- authorities that visit small Swedish What do members think about rity issues at hotels? destinations to multinational compa- communications and computer “Hotel security is important. At a nies that, for example, travel to cities security? hotel, the traveller is more vulnerable in China which you and I have never “Many companies have hard fire- than otherwise, as this is where you heard of,” says Lotten Fowler. walls and regulations concerning, for relax, undress, sleep and so on. Dur- It almost goes without saying example, the use of public Wi-Fi. The ing the journey itself you are prob- that we think about higher security issue is often one for the company’s ably more alert than when you have when we travel internationally, but IT department, but it’s my impres- arrived and are ready to rest.” statistics show there are just as many sion that travel managers and those How much more important have incidents in Sweden, a country that is responsible for trips are becoming these issues become in the last five perceived by most people as safe. more and more involved with IT and years? It was ten years ago that security security departments regarding these “Hotel security in itself has not was tightened at all the world’s air- issues. The informal networks within really become more important, it’s ports, including Sweden’s. However, companies are tightening up.” rather that we have broadened the many North Americans view the Nor- During many years of air travel we concept of security. From having dic countries as a high-risk area since have seen representatives of major talked about security during the flight the caricature cartoons in Denmark Swedish companies reading confi- itself and at the hotel, we now include and the “roundabout dog” installa- dential documents and discussing everything under the term ”duty of tions of artist, Lars Vilks. Is it time for internal issues. It’s as if they assume care”. The company’s responsibility more hotels and meeting facilities to nobody else can understand Swedish for its employees is far more in focus raise security standards? if, for example, they fly Dubai–Hyder- today. We travel more, more people “In general, I believe there is abad or Seoul–Amsterdam. travel, we travel to places we did not considerably high confidence in how “Naturally, it varies from compa- go to before, we perhaps travel to Swedish hotels approach security. ny to company, but I know that the trouble spots regardless of whether Our authorities’ requirements are major companies have guidelines, there are disturbances or not. One

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 10 | SECURITY

example is infrastructure investment, “It varies greatly from company to ‘best practice’ with other travel man- which carries on despite troubles in a company. I believe that most compa- agers/trip arrangers. We also arrange country.” nies today have some kind of crisis seminars about risk and security.” What do you think about Safeho- plan, but it can differ widely. It’s diffi- If something happens, how is it tels certification? cult to compare a listed global compa- reported? “There are few areas within the ny with a Swedish authority, or with a “In large companies it’s always travel sector that are so non-stand- company that has 50 employees.” reported to the security manager ardized as hotels. Therefore, it’s good Is security in mind when thinking with copies to the travel manager if it to have guidelines and methods that about the location of hotel rooms? relates to ‘during the trip’. It varies.” make comparisons easier. Safehotels For example, situated near to emer- What are the most important security issues for your members at the moment? “We are talking about security and risk. How are you going to commu- “The companies that do not safeguard nicate with the traveller during the their employees will be the ones that trip? How are you going to prepare the traveller? To what extent can, or stand to lose out” should, we utilize existing technology for traveller tracking? We talk about integrity issues, and, for instance, also works hard on what I mentioned gency exits, secure fire protection and what applies in different countries in earlier: education and training of preferably on floors two to eight, as terms of legislation.” staff.” no fire ladders reach higher than the Are there instructions or rules for Do your members book a security eight floor? members when their employees are certified hotel because it has been “I know many companies put to hire a car? certified by Safehotels or because those kind of questions in their “Practice differs from company to they already know it is a safe hotel? Request for Proposal. Hotel security company. More and more, for exam- “It‘s difficult for me to talk about is one of the selection criteria. Of ple, are recommending a taxi instead what influences our member compa- course, its priority can differ from of a car if you arrive late or have flown nies’ choices and to what degree one company to company.” in. There are recommendations in knows about Safehotels certification. When talking about security, is our policy.” But, I do know that hotel security is there discussion on whether compa- How important will security issues something that is always checked and nies should have a security plan? be in five years? documented in the choice of a hotel.” “It’s not discussed at that level, as “They will continue to be im- “We welcome all developments it depends very much on what type of portant. They will be discussed and that make it easier to compare hotels company it concerns.” developed in line with changing tech- with each other. And a certification How do your members regard nology. But, I think that other parts of whose content is known to us makes collection for airport transfers? the sustainable approach will become it undeniably easier to compare one “This differs a lot as well. Certain more prominent, for example the hotel with another.” companies have only the company issue of traveller wellbeing. How do Has SBTA an agreement with SOS name, others have the person’s name, my employees feel as a result of busi- Alarm for its members? while some perhaps have a booking ness travel? An important question “We don’t make agreements on number.” is the responsibility to create a travel behalf of our member companies. Do you offer members training in programme that does not adversely We are a neutral platform where security matters? affect employees’ health and family everything can be discussed, but “We have offeredSafe Travel life. It’s significant, as expertise will decisions and agreements are made courses in cooperation with compa- be a commodity in short supply. The by individual companies.” nies such as Safehotels. Many com- companies that do not safeguard their Is crisis preparedness something panies have internal courses, but we employees will be the ones that stand that is discussed between members? consider that it can be good to discuss to lose out.”

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 SECURITY | 11

Max Cheli, Medina Palms, Kenya: “SECURITY IS A PRIORITIZED ISSUE”

“No one wants to take risks when you book a hotel for one of your employees”

Medina Palms is a Kenyan hotel and already worked with the Sankara In terms of meeting spaces, Medi- villa complex situated by the Indian Hotel in Nairobi. na Palms has about 5,000 m² of space, Ocean in Watamu. It is an exclusive “We know the Sankara has a including a 300 m² ballroom. There destination situated in a remote part high quality standard, it’s one of the are other meeting rooms with capaci- of the country. leading hotels in Nairobi, and that’s a ties ranging from 22 people up to 150 Max Cheli, CEO of the facility, sufficiently good business reference participants. Events include board states that security is a prioritized for me. In today’s international polit- meetings, conferences, incentive trips issue, and that they make major ical climate, security is definitely one and company gatherings. The beach investments in training for every of the most important issues.” is rated as one of the ten best on the department. The training process, Medina Palms has started the Indian Ocean and is frequently used which includes health and secu- security certification process. As for a variety of events. rity, also plays an important role in soon as the certification is issued and “Travel managers and business employee induction and selection of reviewed by external auditors, the travellers want peace and quiet as personnel. As a part of the facility’s message will be spread. a basic precondition for booking a CSR initiative, the majority of employ- “The entire world will come to hotel. No one wants to take risks ees live in nearby villages. know that the hotel has been secu- when you book a hotel for one of your “These are very important issues rity-certified by Safehotels. It gives us employees. The issue is even more and we give them high priority. We a platform that means we can in- important for Medina Palms as a have spent a long time looking for crease occupancy rates next year, and destination, due to its geographical an accreditation company for our in the years ahead.” location,” says Max Cheli. security that gives us an effective “Apart from the business aspect, and proactive support system, which as CEO I also have a legal responsibil- means that we can fulfill internation- ity. An annual inspection gives us a al requirements that guests, travel clear goal to strive for and an aim to managers and company manage- continuously improve. In addition, ments set for us,” says Max Cheli. travel managers can be assured that During his search for a profession- we maintain a very high standard of al company in security certification, security, because our employees are Max Cheli discovered that Safehotels so well trained in security issues.”

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 12 | CERTIFIERING

“The certificate shows the hotel takes a preventive approach to minimize risks and is prepared if something does happen” Sara Appelgren Sara photo

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 Hans Kanold, CEO, Safehotels Alliance Safehotels CEO, Hans Kanold, CERTIFICATION | 13

Certification HOW IT WORKS

Hans Kanold is CEO of Safehotels Al- itself is a mark of quality, a so-called 6. Working process. liance, an international certification Trust Symbol.” 7. Return visit, review of certifica- and training company for the hotel “It’s also a new sales argument tion. and the meetings industry that works that everyone understands and a in cooperation with a global network marking that gains attention and When the hotel has achieved what of experienced security consultants. means something.” Safehotels considers a satisfactory Today, the company works with According to Hans Kanold, one level, it gains its certificate. Sub- well-known hotel brands such as of the biggest benefits for companies sequently, an annual inspection is Carlson Rezidor, Accor Hotels, De- and organizations in the meetings carried out to show the standard has sign Hotels, Marriott, Scandic Hotels, industry is fast access to information been maintained at the same high Choice Nordic Hotels, World Hotels about which hotels are certified. level as the original quality marking. and Coco Palm. “You know that it’s a third party Hans Kanold gives some examples “Now it’s easier to identify ho- audit carried out by an independent of what is involved in gaining The tels that have the right approach to source and is therefore comparable Global Security Standard certifica- security issues. The certificate shows with other inspections that are car- tion. the hotel takes a preventive approach ried out. It’s easier to identify hotels It includes signs, training, doc- to minimize risks and is prepared if that work in accordance with best umentation, organization, mainte- something does happen,” says Hans practice. But it‘s also important that, nance, alarms, lock systems, medical Kanold. as a buyer, you can reduce your, and equipment, routines for recruitment When a hotel gains a security cer- the company’s, need to carry out your and evacuation, fire training, incident tificate from Safehotels, it simplifies own checking routines. This is some- reporting, follow ups, collection of communication between the hotel thing that saves time and money for information, crisis management, the and the company in negotiations. The companies’ travel managers.” ability to strengthen security and how hotel also undergoes a third party Hans Kanold considers that to write a report. audit. Subsequently, there is an annu- another benefit of certification is Many aspects are involved in a al inspection, which in itself creates that it creates a communication tool certificate issued by Safehotels. It continuity in security work. between the hotel and the guests. It requires extensive cooperation for an Hans Kanold explains that certi- creates security for the guests and for annual inspection, as well as writing fication acts as independent support the hotel’s employees. a report listing measures to be imple- for management, and that the quality “It not only shows the hotel takes a mented. And, it also involves an SSA marking generates ROI for secu- preventive approach and has prepar- site, which is a document bank on the rity-related investments. In addition, edness in the event of an accident, but web. it is also a hallmark of quality for the also that the hotel has the capability “The site is web-based to enable hotel. to increase security if the threat level systematic fire protection work and Fewer incidents happen as secu- rises.” exposure on the Safehotels home rity-certified hotels, which means page. It includes signs for the lobby, that costs are kept down. It also Quality marking is divided into seven diplomas, access to logos etc. for strengthens the brand and shows that phases: hotels’ own marketing, information you, as a hotel owner, care about your 1. Presentation of the certification for guest rooms and exposure via our guests’ and customers’ well-being, process. activities nationally and internation- comments Hans Kanold. Gaining 2. Review of the hotel’s documen- ally.” certification is also an advantage from tation. a market perspective. 3. Evaluation via the test procedure. “You create a competitive advan- 4. Interviews with employees. tage over other hotels, and that in 5. Reporting.

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL Sara Appelgren Sara photo

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 Daniel Stenbäck, CEO, Gothia Towers Stenbäck, Gothia Towers Daniel CEO, SECURITY | 15

“We. Develop Through COMPLEX SECURITY SOLUTIONS”

Hotel Gothia Towers in Gothen- it is important to offer qualitative measures such as attendants, recep- burg was already Sweden’s largest security solutions. tion and cordoning off are expected as hotel before it was decided to build “Security issues are becoming a part of the hotel’s service for people a third tower and add a small inside more significant, both for us at the who require high security. In general, hotel to one of the existing towers. hotel and for our guests. We are trends point to a need to protect our With over 1,200 rooms, Gothia is also seeing a clear increase. The limits are assets better and to limit accessibility one of Europe’s largest hotels. shifting all the time and we normalize to some extent. Gothia Towers was one of the first events and behaviour today that just “It’s also a natural consequence of hotels to be certified by Safehotels. a few years ago were improbable or our geographical location. As a large Daniel Stenbäck, CEO of the hotel, unacceptable. This means that the city hotel we are automatically in an says Safehotels contacted them in preparedness and flexibility to face exposed situation. There is a choice late 2001and presented an interesting them must be higher.” to be made between wanting to be a concept. “It’s time to think more glob- public meeting place or a more closed “It was a natural step to be certi- ally than locally when it concerns off environment. We have chosen fied, as security was already a strate- security, but it’s also important to to be part of the public space with gically important area at that time,” have respect for the guests’ reality. welcoming environments, which sets says Daniel Stenbäck. Security exists to create assurance high demands on our employees to be He points out that security issues among the guests, therefore we need alert and security-conscious. Tech- are important for both corporate to understand which of the guest’s re- nology is definitely our aid for the customers and hotel guests. But, the quirements must be fulfilled to make future, with the telephone, above all, issues vary depending on who the that person feel secure. Seen from as our most important tool for flexi- customers and guests are. that perspective, it’s generally time to bility and security.” “We have guests who choose us raise the standard of security.” It goes without saying that person- because of our excellent security What was previously seen as nel are on duty around the clock at a work, but then there are guests who leading-edge thinking in security are large hotel, but what about security don’t attach any value to security today’s hygiene factors. Today’s great- work behind the scenes? whatsoever.” er demands mainly relate to special “We ensure that personnel are Daniel Stenbäck considers that to solutions to be included in a stay. As involved in security work. It‘s difficult be a competitive and attractive hotel, an example, Daniel Stenbäck says to achieve success over time other-

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 16 | SECURITY

“It’s time to think more globally than locally when it concerns security”

wise. We have an internal security de- there are also several advanced train- “That’s of course with the provi- partment consisting of three people, ing courses. sion that there will be more security but overall there are about 12 man- There are fire protection courses technology with the hotel’s expan- years devoted to working on security.” at three levels, depending on work sion. It requires an even more dynam- Gothia Towers and Svenska Mäs- role, and DCPR (Cardio-Pulmonary ic organization, as with more guests, san have a joint crisis management Resuscitation with Defibrillator) the hotel’s minimum manning level organization that is convened by training for employees in front of increases.” calling an internal alarm number. The house positions. Daniel Stenbäck concludes by organization has two levels. An assis- “We also have courses on threats saying that the best basis for creating tance group gathers to assess the situ- and violence as well as crisis re- a good culture for security is the pos- ation and can subsequently choose to sponse/crisis management. There are sibility to work actively on security convene the crisis management group also courses in what we call general matters in everyday routines. via a call to SOS Alarm. Thereafter, the security, which offer the respective “We do this, as we often host peo- crisis management group has three departments security training adapt- ple and events that require complex pre-selected management sites where ed for their specific areas of work.” security solutions. It’s through these the command function can be set up. Daniel Stenbäck explains that that we continuously develop and The hotel has a well-established regarding new employees, it’s very challenge ourselves.” crisis management plan that is important to work closely with the regularly practiced through scenario HR department to create transpar- exercises. This was done most recent- ency and a systematic approach for ly in early September with exercise recruitment processes, as it is the leaders. respective department manager’s As Gothia is an integrated hotel responsibility to ensure the new and a meeting place hosting many employee has the required security large and small events, it is of the expertise. greatest importance to have com- If complementary training is mitted and knowledgeable employ- required, this is managed within the ees. This means they have access to organization, as the security manager several courses, which are held every can adapt the training according to year. There is also a joint one-day in- existing needs. The aim is to be able troduction course, which is run twice to guarantee security in all its aspects a year for new employees. In addition, within the existing frameworks.

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 SAMARBETE | 17 ARFU photo Strategic Agreement WITH THE ASIAN RUGBY FOOTBALL UNION

The Swedish Safehotels Alliance has officials. Our cooperation agreement industry. The company has certified signed an agreement with the Asian means that, as far as possible, we use security at hotels in countries such as Hans Kanold and Trevor Gregory and Trevor Hans Kanold Rugby Football Union, ARFU. The hotels certified by Safehotels,” states Norway, China, Turkey, the Maldives, strategic collaboration means that Trevor Gregory. United Arab Emirates, India, Qatar Safehotels will ensure that players Hans Kanold considers that the and Kenya. and team officials always live at collaboration means they can show The company’s business concept security-certified hotels during their that it’s not only the Asian rugby fam- is to evaluate and enhance security at tours. ily, but also other international sports hotels and meetings facilities around The Asian Rugby Football Union organizations that want to see the the world and to certify the hotels undertakes 30 tours per season in the hotel, meetings and events industry that live up to the company’s security region with over 4,000 players and invest in the security of their guests. standards. officials travelling in the 29 member Hotels that are members of the Safe- In order to address growing countries. The area is vast – over hotels Alliance become a prioritized concerns about hotel security among 44 million km2 with just over three partner for other important organiza- many of today’s business travellers, billion inhabitants. tions around the world. Safehotels has created an objective “Global sport today is big business. According to the agreement, the third party evaluation of business and International organizations, such as Asian Rugby Football Union will work meetings hotels’ security standards ARFU, share the same worries as other towards more hotels in Asia becom- worldwide. The extensive evaluation industries around the world concerning security-certified in accordance covers all significant aspects of hotel ing security for its players and teams,” with the Safehotels model. The aim and meetings security. says Hans Kanold, CEO of Safehotels. is to create a broad range of certified Safehotels has also produced The He considers that in the long term hotels in Asia in order to help develop Global Hotel Security Standard in this is also good for Swedish business and expand The Global Hotel Security order to meet requirements for meas- travellers, as they are beginning to Standard throughout the region. uring hotel and meetings security, ask for Safehotels security certifica- “The security of our players and and to fulfill the demands of more and tion at Swedish hotels. Now, business officials is the highest priority for the more business travellers who want travellers can also begin to find more Asian Rugby Football Union. This to see a global security standard for certified hotels around the world. collaboration helps us to ensure that hotels. The standard includes inde- Trevor Gregory, President of the the official hotels for our tours and pendent assessments from travellers Asian Rugby Football Union, says the events around Asia share our view on and partner organizations in its anal- agreement shows the union is taking security,” says Trevor Gregory. ysis of hotels and meetings facilities its travellers’ concerns seriously. Safehotels is aiming to become worldwide. “Security issues are becoming a global company in security certi- more important for our players and fication for the hotel and meetings

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 18 | PAGE TITLE Jon van Terry Jon van photo

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 Bert van Walbeek, Winning Edge Bert Winning Edge Walbeek, van CRISIS MANAGEMENT | 19

“Every Crisis HAS ITS OPPORTUNITIES”

Safety and security are important is- At an ancillary event in conjunc- Major destinations are vulnerable sues, today – perhaps more than ever tion with the meeting, he moderated in terms of safety and security. The before. That is the opinion of Bert and led a discussion on whether it is continuous flow of people at a big van Walbeek, who points out that the possible to make hotels safer. In the city-centre hotel, for instance, can issues of finding the right employ- days before the meeting he searched make the hotel a so-called soft target. ees and crisis management are very for ideas on how to increase security “Maintaining a high level of closely connected. and new approaches among hotels customer service while also being As one of the best-known ”Masters and hotel organizations. able to guarantee security in a hotel’s of Disasters” in Asia, Bert van Wal- In order to make the security work public spaces is a challenge for any beek has spoken about crisis preven- more in-depth, he created a small hotel owner. It‘s hard to differentiate tion and recovery management for working group. legitimate guests and meeting par- 45 years. He recently gave a talk to an “That’s when I found Safehotels ticipants from people who have bad audience of 700 buyers and suppliers, and realized they had a more detailed intentions.” entitled What else can go wrong, are approach to security, as well as a Bert van Walbeek says that many we still in the people business? broader perspective. I immediately hotels around the world keep up some In cooperation with the PATA saw that there were mutual opportu- kind of image: if the city is relatively organization, he has produced an nities.” safe, this means our hotel is safe. We information brochure on risk and Bert van Walbeek realized at an know it doesn’t take very much for crisis management called Expect the early stage how important secu- that image to be shaken. He points to Unexpected. He developed the organ- rity issues and security functions today’s big football matches as one ization’s first courses on the subject are – for business travellers, their example. in 2006. His company, The Winning travel managers, travel arrangers “It only takes an instant for a Edge, is currently managing several and hotel owners. He considers that club’s image to be shaken to its risk prevention projects including security-related issues are one of the foundations if something has gone crisis management in Bahrain, China, three most important current criteria wrong. And the same thing applies to Taiwan, Macao, Malaysia, Mauritius, when business travellers select some- successful hotels. Too many hotels Pakistan and Thailand. where to stay, along with accessibility live in the belief that ‘It won’t happen Bert van Walbeek found out about factors and getting value for money. to us’. If you close your eyes, ears and the Safehotels Alliance when he was “In Asia this is a big challenge. other channels for information, you participating in a UNISDR (UN Office Guests, congress and meeting dele- definitely won’t see anything at all.” for Disaster Risk Reduction) meeting gates, as well as tourists, want to feel Regarding Bangkok and Thailand in Manila about a year ago. It was safe. However, they would prefer as markets, Bert van Walbeek uses his shortly after the devastating typhoon, not to notice security measures or favourite expression: ”Every crisis Haiyan, which killed thousands of feel surrounded by visible guards or has its opportunities.” people in the Philippines. security personnel.”

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 20 | CRISIS MANAGEMENT Get involved and gain Global recognition - become certified by Safehotels Alliance

“Too many hotels live in the belief that ‘It won’t happen to us’”

“We have great opportunities, Other general, challenging issues “The major changes happen when especially when you think that crises that Bert van Walbeek mentions are owners and management begin to are increasing in number and extent changes in behaviour, expectations realize that the brand that has been in Thailand. Thai culture is still very and the increasingly disruptive built up over the years is a part of much based on ignoring risks. In- technology that surrounds us. He marketing. When safety and security stead, there is a hope that fate and also mentions the negative publicity do not work properly, it can rapidly chance will sort out any unpleasant created by natural disasters, distur- have a disastrous effect on business. situations.” bances and the increasing number of Unfortunately they need to suffer, He illustrates this with another transport-related accidents. precisely as we are now doing in Thai- example: why does someone not wear “Ensuring that the consumer’s un- land, before they see the light.” a helmet when driving a motorcycle? derstanding is factual, balanced and The launch of a partnership Despite many motorcycle accidents timely is not only a compassionate between Safehotels and The Winning causing injuries and deaths, most mo- duty, but also a business challenge.” Edge means that an entirely new per- torcyclists drive without a helmet. It concerns equipping every spective on hotel security is reaching “It’s because the issue isn’t under- individual, so each person is able to Asia. However, Asia is vast and has stood ”because in any case, it won’t actively and positively manage their many different cultures. happen to me”. conditions, he explains. It is also Bert van Walbeek believes that Even so, perhaps change is in the about creating a result that increases this creates a need for a large network air. Bert vad Walbeek notes that the the customers’ and employees’ confi- of partners, a necessity for everyone meetings and event industry, includ- dence, and also makes it possible for to speak and understand the local ing the entire hotel sector in Thai- organizations and sectors not only to language, and a requirement to be rel- The Global Hotel Security Standard©- Global presence 2015; land, has begun to realize that with meet the challenges, but also to stand evant concerning regional disasters. ever more frequent crises facing the stronger than ever before. “When we have achieved success country, something has to be done. “Today the issues of finding the in Thailand, the word will spread Abu Dhabi | Bahrain | Belgium | Denmark | Dubai | Egypt | Ethiopia | Georgia | Germany | Holland | Italy | Jordan | Kenya | Kuwait | Lebanon Maldives | Norway | Oman | Qatar | Russia | Saudi Arabia | South Africa | Sweden | Switzerland | Tunisia | Turkey | United Kingdom | Ukraine | Zambia However, most of the security right employees and crisis manage- quickly to our neighbouring countries programmes on the market are either ment are closely linked. Safety and Burma, Laos and Cambodia. Today, New destinations to be added too expensive or complicated, which security are more important issues Asia accounts for 21 per cent of hotel is why they are ignored. today than ever before.” rooms globally, estimated most re- “The biggest advantage of the Bert van Walbeek says the Safe- cently in 2012 at almost three million. Safehotels certification process is hotels certification solutions and There is certainly a lot, or rather an that it can be implemented in stages, courses help to answer the question enormous amount, to do.” and that the investment is acceptable of ”how” in an easier way than ever for hotels and/or arenas.” before. MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 For more information contact us at [email protected] | www.safehotels.com safe hotels SÄKRA MÖTEN | 21 Get involved and gain Global recognition - become certified by Safehotels Alliance

The Global Hotel Security Standard©- Global presence 2015;

New destinations to be added

For more information contact us at [email protected] | www.safehotels.com2015/2016 No. 03 SAFEsafe MEETINGS | MEETINGS hotels INTERNATIONAL 22 | PAGE TITLE Sankara Hotels Sankara photo

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 Hans Kanold, CEO, Safehotels and Moshi Perer, GM, Sankara Nairobi GM, Sankara and Moshi Perer, Safehotels CEO, Hans Kanold, CERTIFICATION | 23

A Milestone for Security AT SANKARA NAIROBI

Sankara Nairobi is the first hotel veniences and services that the hotel curity is one of the most important in Africa to be certified in accordance offers to match each guest’s needs.” issues for today’s international hotel with the Safehotels security standard. Moshi Perer sees the annual and meetings industry. They have gained the quality marking security inspections as significant “Safety in food handling is a due to their leading-edge expertise in for overall security. Focusing on the major issue, especially for hotels, crisis management and security. The guest experience helps the hotel to and should be taken with the utmost hotel is also the first ever to achieve advance, so that it maintains the seriousness,” he says. 200 points in an audit, which means highest international class in all Often, it is lack of time and the ab- they have received both certification respects. It also helps the hotel to be sence of rapid measures that impede and the Trust Symbol. at the forefront of development in the progress towards meeting the grow- Moshi Perer, General Manager of industry. ing need for safety and security in the Sankara Nairobi, sees certification “The training element in the de- global meetings industry. as a milestone in the hotel’s develop- veloping security process at the hotel The Safehotels solution is to pro- ment. The aim is for the hotel to be is also very significant, as it helps our vide an objective third party evalua- world-class in the area of security. employees get a better understanding tion of the security standard at busi- “Certification is very important of the certification. In addition, they ness hotels and meetings facilities for us. It helps us to maintain a high get further training in the systems worldwide. It covers all significant service standard and clearly shows and security measures that have been aspects relating to security for hotels our guests that their needs are our introduced.” and various types of meetings. number one priority.” Since 2011, Sankara Nairobi has According to Moshi Perer, the also been certified in accordance with quality marking indicates an ap- Hazard Analysis Critical Control proach to security that creates great- Point, HACCP – again, the first hotel er assurance for international travel in Sub-Saharan Africa to achieve this. managers when looking at hotels for Certification is globally recognized as their meetings and negotiations in one of the most rigorous and exten- Nairobi. sive preventive food safety systems in “Now they have a reference point the world. they are familiar with and norms that Andy Williams, Global Operations correspond to their requirements. It Director of Safehotels, says that the helps them to focus on the other con- company was created because se-

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 24 | PAGE TITLE

ICCA Publishes Guidelines Roger Kellerman Roger Kellerman

ON CRISIS MANAGEMENT FOR ASSOCIATIONS photo

In cooperation with Safehotels Professional Congress Organisers more complex and challenging global Alliance, ICCA has launched a new (PCOs), Destination Management environment.” white paper designed for association Companies (DMCs), Hotel and Con- There are two complementary executives and meetings manage- ference Venues. forms of crisis management – oper- ment companies to plan, prepare, ICCA CEO Martin Sirk: “I’ve fre- ational and communications. Oper- manage, and recover from any crisis quently stated during presentations ational crisis management focuses situation. that “there is no such place as a safe on the practical organisation and The objective of crisis man- destination”, but that doesn’t mean arrangements to deal with a crisis agement is to develop structured that association meeting planners, with a priority on people and assets. solutions to crisis and emergency PCOs, destination marketers, and Communications crisis management situations by allocating and utilising venue directors can’t work together focuses on handling public relations effective resources to ensure minimal to help mitigate risks and prepare and the media with a priority on impact to people, reputation and as- to deal effectively with unexpected reputation. sets in this order of priority. The new crises. Planning, foresight, great con- The operational guidelines have white paper does not only provide tingency preparation, understanding been provided by Andy Williams of crisis management direction and how to communicate internally and Safehotels. The guidelines illustrate guidelines to association executives, externally, and, perhaps most criti- the main components of a Crisis but is also aimed at meetings man- cally, teamwork are all covered in this Management and Emergency Plan, agement companies an association is new ICCA document, which we hope planning and preparation for a crisis, engaged with, for example Associa- will enable international association examples of what designates a crisis tion Management Companies (AMCs), meetings to safely navigate an ever situation, roles and responsibilities of

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 Left to right: Martin Sirk, CEO, ICCA, Ksenija Polla, Director Association Relations, ICCA, Hans Kanold, CEO, Safehotels Alliances Safehotels Relations,Left to right: MartinDirector Association ICCA,CEO, Sirk,Polla, ICCA, Hans Kanold, CEO, Ksenija CRISIS MANAGEMENT | 25

“There is no such place as a safe destination”

a Crisis management team, an Appen- “Reactive or proactive? Seven factors effective meetings. Associations can dix with practical guideline templates for effective crisis communication for download the document by register- and links to useful resource and international meetings”, including ing for the ICCA Association Portal on information. a crisis communication checklist to www.associations.iccaworld.com – a Safehotels Alliance AB is the orig- prepare before an event, which has unique online platform providing inator of The Global Hotel Security also been published MeetingsPR.com, a safe environment through which Standard ©, and provides inde- a blog about PR and social media in Association Executives could get in pendently verified security and safety the meetings industry, supporting the touch with peers to exchange valua- certification for hotels and meeting ICCA Best PR Award. ble advice and information on their venues with regards to: The appendices include 2 ICCA meetings. ICCA members can down- Hotel facilities and safety services case studies on how ICCA has dealt load the publication from the My Process, procedures, training and with a specific communication ICCA section on www.iccaworld.com. management around potential crises involving an Security equipment outbreak of dengue fever before the Download Crisis Management for Meetings Fire equipment 2012 ICCA Congress in Puerto Rico from goo.gl/hOhLKN Fire procedures & training and geopolitical challenges related Risk prevention and crisis & re- to ISIS and Ebola at the 2014 ICCA covery management Congress in Antalya, Turkey, as well as an article on “Mastering the Media: The Safehotels Alliance’s certificates When the media spotlight is on you in allow hotels and meeting venues to times of crisis”. communicate their level of safety and Photo: Martin Sirk, CEO of ICCA, security, making them an easy choice Ksenija Polla, Director Association for safety concerned guests and more Relations and Hans Kanold, CEO of comfortable for its guests and partic- Safehotels launch the new Crisis ipants. Management Guidelines document at The crisis communications IMEX in Frankfurt. guidelines include “Managing the The Crisis Management Guide- media” by regular ICCA Congress lines are part of a series of ICCA speaker Tina Altieri of Media Aus- publications, specifically designed tralasia Xchange (MAX), as well as for the international association an article by ICCA’s Communication community to assist organisers and Strategist Mathijs Vleeming, called: delegates running more efficient and

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 26 | PAGE TITLE

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 SAFETY AND SECURITY | 27

Professor Paraskevas: “THE INDUSTRY HAS TO GO THE EXTRA MILE FOR SAFETY AND SECURITY”

As an academic, he has been in- until 2030 and was delighted to see “The topic of ‘safety and security’ volved in the field of risk, crisis and that safety and security were included cannot be ignored and every day we security for more than 10 years and as topics. I was slightly disappointed see reminders in the news of why has worked on numerous projects though when reading the report to that is so. Therefore, professionals in with hotel groups. He is also a mem- see that ‘safety’ was mentioned only the field will always have safety and ber of the largest global industrial four times, just as a title. ‘Security’ security issues on their checklists. security professional organization, was linked more with ‘information The question is whether these issues the American Society of Industrial security’ – which is a very legitimate, are the right ones and whether they Security (ASIS). Professor Alexandros but not the only point of concern – are just to be ‘ticked’ or to be scruti- Paraskevas, a professor of Strategic and broadly with technology, for in- nized. There are those professionals Risk Management, has a PhD in Crisis stance the use of robots for “cleaning, who approach the matter purely from Management from Oxford Brookes security or other routine work”. In a compliance perspective and those University. Today, he is the Chair the same study, 42 % of the respond- who are actually going the extra mile of Hospitality in the International ents (all experts in the MICE sector) for the safety and security of their Centre for Hotel and Resort Manage- felt that security is an issue that may staff and clients. Particularly when ment, part of the University of West strongly influence the industry in the it comes to safety – because we treat London. We met Professor Paraske- coming years and a further 26 % felt these two topics together, although vas to discuss safety and security in it will influence the sector, but less they are distinct – the regulatory the meetings and events sector but strongly. I’m not too sure about how systems vary from country to country. also the wider hospitality industry. to interpret these results. Should I be Organizations with a ‘compliance How high on the agenda are safety happy that 68 % of the expert re- mindset’ will vary their standards and security issues in the global spondents realize that security is, and accordingly, whereas the ones that meetings and events industry? will be, a serious challenge for the in- are actually running their businesses “When it comes to ‘mega-events’ dustry or worried about the 32 % who responsibly will have standards and and perhaps festivals, safety and don’t think it is? Or that in one part of requirements of the highest level security is always high on organizers’ the report, security features between implemented globally. This is not an agendas and this has been the case for ‘cleaning’ and ‘other routine work’? easy way to do business, but there are a few decades. I believe that it’s also Of course, this study concerns only a few good companies that strive to quite high on the agendas of meet- one European destination and not the achieve it.” ings, incentives and conventions or- global industry, but this destination is How much more important are ganizers, but perhaps not as high as it a mega-destination for meetings and safety and security issues today com- should be,” says Professor Alexandros events, and reflects the thinking of a pared to five years ago? And why? Paraskevas. “For example, I came significant part of the industry.” “Safety has always been impor- across a relatively recent study on Are there any companies and tant, but more recently it has become ‘mega-trends’ that will be shaping the organizations that are taking the lead a norm that’s taken for granted, meetings and conventions industry on safety and security issues? something that‘s no longer expected,

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 28 | SAFETY AND SECURITY

“Third party certifications are a form of quality assurance”

but rather demanded by any service in this matter. Clearly, and despite the which is a strategy. In that sense, provider. In the past we had accidents study I mentioned earlier, security it helps hotels go the extra mile by that were attributed to bad luck, can never be classified as “other rou- properly developing and validating human error or acts of God and com- tine work”. I am glad, in a way, that the implementation of safety and panies would more or less get away the professionals in this study see security policies, standards and pro- with them with few repercussions. information security as important, cedures. I understand that the 220 or They cannot do that anymore, even if because this shows they recognize more checkpoints of the certification the legal consequences in the after- the exponential growth of this threat audit points include the hotel’s com- math are not so serious. The recent over the past few years. However, munication policy offering guidance example of an accident in a resort with the global geopolitical situation, for the right response to any kind of hotel in Greece involving a major tour the terrorist threat is growing at the emergency, which is a huge step-up operator, says it all: the court of pub- same speed, if not faster, and, when for a large part of the industry.” lic opinion will be ruthless in many you add the grave societal problems Is it important to have third party cases and it will get more serious in all over the world, criminality and certification, and if so, why? the future. The larger companies will social unrest in general are growing “Third party certifications are a step up their game because of social threats too.” form of quality assurance for certain pressure and the smaller ones will What do you think of the Safeho- aspects and functions of a hotel. have to follow suit if they don’t want tels Alliance certification? Putting aside the star ratings and to lose business. This is relatively “It’s a very interesting initiative other similar schemes, these certifi- straightforward because employee in the hotel industry that comes cations started over 30 years ago and and customer safety are static risks at a time when safety and security involved areas such as staff develop- that can be managed with reasonable are higher on the business agenda. ment (Investors in People), quality effort.” Although these topics were always of service (Hospitality Assured) and “Security, on the other hand, is important for hotels, hoteliers tended various ISOs, but even today the most a more dynamic and complex risk to be reluctant to go the extra mile prominent ones relate to the hotel’s because here you normally have to and always took a regulatory compli- environmental concerns. Today, third deal with an adversary, whether it’s ance approach, which is not always party certifications have expanded a criminal, a hacker, a lone-wolf or the best one. Compliance to domes- into other areas of ‘responsible’ or a terrorist group, who are becoming tic rules and regulations will never ‘sustainable’ business such as the more and more sophisticated. The constitute a rounded hotel safety and supply chain. These certifications measures that you take today may not security strategy. Safehotels Alliance normally assure the individuals or be adequate tomorrow and this is why certification is based on the Global companies who care about these companies should not be complacent Hotel Security and Safety Standard, issues that the hotel meets the stand-

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 SAFETY AND SECURITY | 29

“A safety-conscious customer will prefer a certified hotel”

ards set by the certification provider. strategies and may eventually seek ber of the biggest global industrial The more known and respected the certification.” security professional organization. I certification provider is, the higher Is there any discussion in the aca- therefore know from first hand that the value of the certification.” demic world concerning comparisons it’s a “must” for all hotel groups, but With agreements such as the one between Safehotels certification and perhaps its position varies on their with Carlson Rezidor, Safehotels other safety standards? corporate agendas. The main issue for certification now extends around “There is some discussion about many (myopic) boards is that invest- the world. Will this mean other hotel third party certification in general, ing in safety and security does not chains have to follow suit and create but although Safehotels certification provide a clear return on investment. their own safety and security strat- has been available for a while, it’s too I’m sure that a number of executives egy? new to attract such a discussion. In will look at third party certifica- “I believe so. It will certainly cause general, safety and security stand- tion on safety and security more some ripple effects. Of course, certifi- ards receive little attention in the as a corporate social responsibility cation of this kind provides a certain hospitality academic world with a investment and prioritize it as such, competitive advantage in the battle to few exceptions, such as the work we which means “maybe in a year or two gain market share. A safety-conscious are doing with a number of hotel and … or more”. The more open minded customer will prefer a certified hotel. contract catering groups here at the will link any investment in safety and But, I think certification may not University of West London’s Inter- security with increased reputation mean much to the leisure or individu- national Centre of Hotel and Resort capital, reduced insurance premiums al traveller, the B2C segment. Where Management. It has received more and reduced claims relating to own- it will really make a difference is in attention in the events and festivals er’s liability and employee compen- the B2B segment, namely the corpo- sector from the University of Tech- sation. There may be some resistance rate segment, and, to a certain extent, nology in Sydney and for meeting also from existing hotel safety and in the tour operation segment. The planners by one or two academic security executives who will need to big corporations, under the pressure institutions in the US.” understand that such a certification is of ‘corporate manslaughter’ liability When do you think safety and not replacing their strategies but rec- for their staff, and the tour operators security strategy will become a must ognises and celebrates ‘good practice’ (travel and MICE) will certainly prefer for all big hotel chains? and offers opportunity for further to do business with a hotel that’s “As an academic, I have been improvements. The real wake-up call independently certified for its safety involved in the field of risk, crisis and for all those who lag behind will come and security. In order to compete in security for more than 10 years and from the loss of lucrative corporate this lucrative market, more hotels have worked on numerous projects and MICE accounts, which will move will step-up their safety and security with hotel groups. I am also a mem- to hotel groups that provide evidence

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 30 | SAFETY AND SECURITY

of their safety and security strategies context. Most hotel school curricula activist protests or terrorist attacks. and from the higher premiums their have been stripped of courses relating These risks are important today and insurers will be asking.” to safety and security. The ones that will become even greater challenges “One big challenge that hotel exist are mainly basic food hygiene tomorrow.” groups have, and will need to deal courses and some other relevant Looking five years ahead – how with in the near future, is the in- courses are offered as electives. Let’s much more important will safety and consistency of safety and security face it: safety and security are the security issues be then? standards between owned/managed least ‘glamorous’ functions in the “I can look back 30 years to when and franchised properties. What hospitality field for someone to study. I started working with Marriott. At most people don’t realize is that these Until there are culture changes at that time, the security officer was in charge of chasing prostitutes out of the hotel, checking the expiry date of fire extinguishers and perhaps searching staff bags in case someone “We will have more intense, stole hotel property. Today, we have sophisticated and complex security to deal with all the safety and security issues I described above – and threats to deal with” more. For example, a couple of years ago I was working with a hotel group on safety issues when the Tohoku standards may vary from hotel to board level regarding this area, it will earthquake hit Japan, where it had hotel. Franchised properties are not not be at the top of anyone’s agenda.” over 30 properties, a call centre and obliged to comply with all the safety What are the most important safe- a corporate office. We were ready and security standards of the brand ty and security issues in the global to deal with the earthquake, we had they have as a flag, and as a result two meetings, events and hotel industry safety standards in the event of a properties under the same flag may today and in the future? tsunami, we had business continuity have completely different standards. “Safety risks are static and based plans in place for the corporate office If something goes wrong, it’s the hotel on specific hazards, so they do not and the call centre, but we were not operator, not the brand, who is legally change dramatically over time. prepared for a nuclear threat. We had liable. However, guests choose a hotel Fire safety and food safety are the to become ‘experts’ in this, too. Five because they trust the brand, not its most important ones, followed by years from now, I expect that we will operator. This is something that the occupational health and safety for have more or less the same safety industry will need to address and employees, and premises usage safety risks, but more intense, sophisticated fairly quickly.” for hotel guests, and meeting and and complex security threats to deal Do you see a growing demand for convention delegates (slips, trips and with,” concludes Professor Alexan- training in safety and security mat- falls, room safety, pool and leisure fa- dros Paraskevas. ters? Which areas will be covered cilities safety, etc.). Security risks are first? more dynamic and based on evolving “Many hotel companies have de- social, technological and geopolitical veloped their own training schemes threats. This can vary from financial or rely on consultants such as fire criminal activity (petty theft, fraud in engineers, environmental officers various departments of the operation, and former military or police officers counterfeit tickets and coupons) to to develop their programmes and ‘serious crime’ (child prostitution, strategies. Organizations represent- forced labour by contracted agency, ing security professionals also offer a murder of guests and employees by number of courses to their members an active shooter), data breaches and people who are interested. There and hacking of business networks are professional courses available, (customer credit cards, denial of but not many in a hospitality industry service in reservation’s website) and

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 PAGE TITLE | 31

Park Inn Zurich Airport NEWEST PARK INN TO GET CERTIFIED

So far seven Park Inn by Radisson ty involves food and alcohol storage, staff and owners”, said Paul Moxness, have achieved the internationally guest service and security. In addi- Vice President, Safety & Security at recognised Safehotels certification. tion, daily inspections check emer- Carlson Rezidor Hotel Group. The properties mark the inauguration gency exits, escape routes, alarms and “Safehotels certification confirms of certifications within the Carlson overall security throughout the hotel. that the hotel focuses on key ele- Rezidor Hotel Group, who operate Furthermore, the guest’s identity and ments of guest security relating to the Park Inn by Radisson and Radis- privacy are protected by the hotel’s personal property and has appropri- son Blu hotels around the world. The 24-hour reception staff. ate response plans if ever there is an latest Park Inn Zurich Airport just Being awarded Safehotels Alli- accident or any kind of emergency. received it’s certification and you can ance’s certification, demonstrates The certificate shows the hotel is sin- see their happy faces in the picture that a hotel focuses on key elements cere in its guest’s personal well-being. above. of guest safety, personal property and Being independently audited and cer- In 2015, over 70 selected Rezidor is able to provide the right response if tified yearly by Safehotels strengthen hotels in Europe, Middle East and an incident or any kind of emergency the value of that communication im- Africa will undergo the Safehotels occurs during a guests stay. mensely. The Carlson Rezidor Hotel certification process. Its safety policy “Safety & Security play an in- Group has taken the already high covers fire protection,CPR and first creasingly important role for all level of internal precautions one step aid training for all the staff, emergen- global businesses. The agreement further by signing with Safehotels,” cy evacuation procedures, operating with Safehotels allows us to further says Hans Kanold, CEO for Safehotels and maintenance plans and proce- develop our industry leading safe- Alliance AB. dures for hotel suppliers and contrac- ty and security programme and to tors. Conference and restaurant safe- create additional value for our guests,

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL Safehotels Alliance ce rtify hotels according to The Global Hotel Security Standard©

Safehotels Alliance is an international certifi cation company for hotel and meeting venues. Safehotels certify hotels according to The Global Hotel Security Standard©. safe hotels safe hotels safe hotels The certifi cate based on an in-depth Safety & Security CERTIFICATE PREMIUM EXECUTIVE Audit annually, makes the communication between Travel Managers, Tour Operators, Business & Leisure Event organisers and all other buyers of hotel and meeting venues services easier. Travel industry stakeholders are now able to identify hotels that follow ”Best Practice” when it comes to CERTIFIED CERTIFIED CERTIFIED security equipment, staff awareness & training, fi re SAFEHOTELS CERTIFICATE LEVEL SAFEHOTELS PREMIUM LEVEL SAFEHOTELS EXECUTIVE LEVEL security and fi rst aid.

SAFEHOTELS ALLIANCE AN INTERNATIONAL NETWORK OF HOTEL SECURITY EXPERTS Some of the Items and sections included in the annual audit certiﬁ cation according to The Global Hotel Security Standard©

Signage Locking systems Follow up Training First aid equipment Network/intelligence safe hotels Documentation Recruiting routines Crisis management Organisation Evacuation routines Ability to adjust security www.safehotels.com Maintenance Fire training Report writing [email protected] Alarms Incident reporting First aid training Safehotels Alliance ce rtify hotels according to The Global Hotel Security Standard©

SAFEHOTELS ALLIANCE AN INTERNATIONAL NETWORK OF HOTEL SECURITY EXPERTS Some of the Items and sections included in the annual audit certiﬁ cation according to The Global Hotel Security Standard©

Andy Williams: Appelgren Sara WHAT’S YOUR RISK APPETITE? photo

Take a look at the CV of Andy Wil- of inheriting them. It was here that had an advisory role for the British liams and it shows he started working he also introduced the concept of the National Counter Terrorism Office, as a policeman in London in 1988 and security team’s work being first and the Council of the European Union became an investigator of serious foremost about hospitality. and the UN’s organ UNICRI on matters crimes, but decided after six adrena- Five years later Andy Williams be- such as ”security in public places.” lin-charged years to change his career came head of security for Marriott’s Earlier this year, Andy Wil- path. He chose the hotel industry – it eleven hotels and clubs in Britain. At liams decided it was time to utilize felt like a ”crossover” – and discov- the same time, the hotel chain took his knowledge and experience in ered that security work at a hotel over 30 hotels, which meant that he a company where he could help a is exactly like a small community: introduced security routines and larger number of people. He chose the running 24 hours a day, seven days a trained 10,000 employees to see the Swedish company, Safehotels. week, 365 days a year. importance of security in relation to “In my work roles I have been Andy Williams has been a security meetings and events. tied to one hotel or brand at a time.

manager for several hotels in London. “It was here that I gained valuable With the expertise I have, I am now Safehotels and Education, Andy Williams, Global Operations, Quality Assurance For three years he worked at The knowledge and experience of training in a position that offers unlimited Grosvenor House Hotel Park Lane, hotel staff to think in terms of secu- possibilities to share my experience. the city’s largest meetings and ban- rity.” Safehotels certification is an interna- quets hotel, which takes up to 5,000 In parallel, Andy Williams’ role tionally mature system that sets high participants at major events and was expanded to also manage security requirements. I will work towards 2,000 people for a formal sit-down work for the group’s hotels in Europe, introducing it in more parts of the dinner. In 1998 he became a security the Middle East and Africa, a job he world.” manager for Marriott, recruiting and had for seven years. His duties also Andy Williams’ knowledge in the training security teams from scratch, included responsibility for security area of security for meetings and and creating guidelines and routines analyses and standards for all takeo- events has taken him all over the for security from the start, instead vers and new buildings. He has also

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 RISK ASSESSMENT | 35

world. What are the most important totally removed, but you can try to “Many companies and organiza- issues in the meetings industry? minimize or control it. tions need more external business “A significant factor concerns “The questions companies should intelligence and need it more fre- allocating the right resources and be asking are: How big a risk am I pre- quently. This means we need to be infrastructure to the right place, but pared to take? Am I comfortable with wirelessly connected more often, if introducing new, fresh experience what the worst consequences can be? not all the time. But, do we always relating to events and destinations is Am I basing my security approach understand the risks? Or do we some- also important.” on the degree of probability that the times overestimate them?” He explains that global security, worst happens? Then I can adapt my On this matter, it is important knowledge and experience are impor- way of thinking to the facts and create that hotels, professional congress organizers, convention bureaus, destination management companies, event companies and travel agencies have security strategies in place for “The security team’s work is first their organizations, points out Andy and foremost about hospitality” Williams: “A strategy means forward-thinking, planning and allocation of resources. I was at a HR congress tant factors when evaluating possibil- resources for the people who are recently where the moderator said ities for setting up a new destination. going to hold the meeting.” there will be five billion middle-class This is particularly relevant for the According to Andy Williams, people worldwide by 2030. That BRIC countries (Brazil, Russia, India, information theft is the aspect we can be seen as five billion who are China, South Africa) or the latest ac- think least about. In contrast, we everything from people in middle ronym for countries that are making know about, and can quantify, risks management to top managers at exec- progress – MIST– (Malaysia, Indone- relating to fire, property theft and utive level. All of them will want, and sia, South Korea, Turkey). There is natural disasters. However, the com- need, to got to meetings and events.” an enormous market for destination pany’s intangible assets, where you “Competition for these customers development and security. should be thinking about information will be enormous and continue to Feeling anxiety in the face of security, are a lot more difficult to put grow. Regardless of how digitalized change is not unusual. Part of that your finger on. the world becomes, people will want anxiety stems from feeling uncom- “What are the advantages for your to meet face to face. This means they fortable in terms of security and staff of having a wireless network need an approach to security that safety, he says. during a meeting, if someone can get enables them to feel safe. This applies “Destinations must invest heavily access to your data traffic?” not least to new destinations, which to create the security that must exist Risk assessment is the term he are quickly realizing the importance for positive developments within uses. Does the fact that we must use of hosting international meetings. In the meetings industry to continue in a cable to connect to a wall socket order to do that, they always need a these countries.” perhaps mean that we lose business, security strategy.” When looking at risk management because we didn’t have access to a Andy Williams explains that the and meetings, Andy Williams empha- socket at that precise moment? He new destinations in the international sizes you should think about what stresses that it is important to rec- meetings world follow the new global is important for you, your meeting ognize the facts. We live in a world market’s developments and the same and your company – but not only where wireless communication often basic rules, but they look at the world that. Also think about your staff, your surrounds us – laptops, smartphones, from many new perspectives, in- property and your reputation. Ask the tablets. The question is not whether volving great complexity and mutual questions: What is the worst-case sce- there should be a cable or not, but dependency. nario? What resources do you want how we can be more secure in the “They more often work using a to allocate to the meeting in order to wireless world we are increasingly forward-thinking strategy and there- manage the risk? Risk can never be involved in.

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 36 | RISK ASSESSMENT

fore work in a third dimension, which He sees a clear connection be- Concerning developments in the gives them a lead.” tween hospitality and security. Hospi- European hotel sector over the last 20 When asked to consider the five tality relates to attention to detail, to years, Andy Williams says that several most important steps regarding crisis foresee guests’ needs and thereby be positive steps have been taken re- management, he quickly replies. ”But, proactive. At its best, security is about garding security issues. Improved fire don’t make the mistake of limiting attention to detail, namely to try and security systems, technical security yourself to ‘a most important five foresee what can happen and thereaf- systems (electronic lock systems), steps approach’. In a crisis it just ter work actively on prevention. renewed design and maintenance of leads to a fragmented strategy.” He “The two go hand in hand. Having public spaces, audits, training and would rather consider the five most a service and hospitality strategy certification have made both the hotels, and staying there, a much better experience. Security is expensive and you must have security guards, perhaps a whole “What resources do you want to allocate security department, at a large hotel. to a meeting in order to handle the risk?” Andy Williams points to possibilities to train service personnel at hotels in security awareness, something he introduced during his years at Marriott. important elements: creates a basic apporach that in all “Where the work force is expen- 1. Define roles and responsibilities. probability provides and maintains a sive, we are going to see less security, 2. Have a plan. secure environment.” and that applies particularly in Eu- 3. Decide the allocation of resourc- On one occasion Andy Williams rope. There you get a problem when es and available budget. has said that: ”In a perfect world the hotel or facility accepts it as the 4. Practice, practice, practice. there ought to be no need to think new norm and does not invest in se- 5. Debriefing and follow up meet- about security”, and pointed to the curity training or increased security ings must be carried out immedi- future. How far away is that? He consciousness for their personnel.” ately after the crisis is resolved. uses an example as an answer: If you According to Andy Williams, se- If you are the security manager at count the number of room-nights curity guards at European hotels are a hotel, you are in a business where in one year that involve delegates contracted uniformed guards visible hospitality and service are more in all meetings worldwide, and who in the lobby or when they patrol. For important than security issues. It is also stay at a hotel, we are probably half the amount of what a guard costs, important to remember that, under- talking about a 0.00001 percent it would probably be far more effi- lines Andy Williams. In general, when chance that something negative cient to spend the money on training people come to a hotel or meetings happens. That, of course, is very good, for all lobby staff. With the right facility, they have service and hos- if you don’t happen to be the 0.00001 training, the security consciousness pitality on their minds, not security percent person or the company that of staff increases. aspects. is exposed to the microscopic chance “Tell a hotel’s CEO that he/she is “Service and hospitality come that it happens – then you have 100 currently paying x thousand euro for in first, second, third and fourth percent of the problem. a guard to stand in the lobby every place. Possibly, security is in fifth “It goes back to the question of evening and night. A smart CEO would place, but not even that’s certain. By risk appetite and our own definition immediately see a saving of half the getting security managers at hotels of what is perfect. The development amount of what a security guard costs to understand what guests expect, of security around the world in recent and see that the alertness of lobby namely service and hospitality, there years has been to look at things from personnel would increase if they got is a greater chance that security is the perspective of ‘high risk, low the right training. Many eyes see combined with hospitality and then probability’, in which every eventu- more than a uniformed guard.” the visitor is provided with the best of ality creates ‘what if …’ or ‘worst case’ Andy Williams has also said that both worlds.” scenarios.” the hotel’s room price can cover the

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 RISK ASSESSMENT | 37

personnel’s security training, but per- For very large meetings, Andy “At night, when the hotel has most haps not a full-time security manager. Williams considers it is better to buy guests and the fewest members of “Obviously, having a full-time se- in expert help instead of having your staff on duty … that’s something you curity manager increases the hotel’s own expensive security department. should know about when making a costs. If you have other managers in When do you reach the point where decision on choosing a hotel.” the organization with an interest in you need to buy in specialists? Andy Williams affirms that as security, you can have someone who “If the meeting planners under- a travel manager and/or meeting is responsible for security without stand the term risk assessment when manager, you also ought to know the being a trained security manager, the security level is to be determined, difference between the fire systems and they can train people who are in that’s the point when taking in an that are on the market. And, you should also know the work schedule and the security training level of the people who are going to look after your group. “Theft of information is the aspect “They have your life and the lives we think about least” of your colleagues in their hands during the time you are paying to be there.”

the hotel’s front line to attain higher expert should be discussed. If you security awareness. In that way, the aren’t aware of risk assessment as a approach to security becomes part concept, but have a gut feeling that of the room price, without raising it. your resources are insufficient, then But, you must be very careful so that you shouldn’t hesitate.” you don’t sell security as a reason for He also says that instinct is good as a higher room price. If something a limit for deciding when it is time to goes wrong, it can become a high buy in one or more security experts. price to pay.” Realizing afterwards that you should A security manager, or the person have bought in specialist help can responsible for security, usually coop- have totally disastrous consequences erates closely with parts of the rest for you as an individual, your custom- of the organization and HR. Security er and your company. managers are a mystery to the sales In Sweden there are many compa- and marketing departments in Andy nies and organizations that put secu- Williams’ experience. He says that rity issues high on the agenda. How- his successes at Marriott mainly ever, there are no checks on whether depended on his cooperation with the hotel has night staff when all the the sales and marketing departments. company’s personnel are staying at This applied especially to important the same hotel after a meeting. company accounts, security issues for “Unfortunately, this doesn’t apply certain destinations, the writing of just to Sweden. It‘s the same for many Requests for Proposal and the visits companies and organizations around of particularly important guests to the world. And the closer you get to the hotel. emerging markets, their destinations “The message about who the guest and hotels, the worse it becomes.” is should be spread to everyone in It is a question of attitude and the organization. If security issues awareness, considers Andy Williams, have a high status at the hotel and all and takes one night at a hotel as an employees want to involved, we have example: come a long way in security work,”

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL 38 | PAGE TITLE

Three Leading Certified Meetings Hotels: Jesper Anhede

“SHARP INCREASE IN DEMAND FOR photo BETTER SECURITY”

“Too many people and organizations respond in the right way if a situation ing fact that a lot of meetings facilities lack knowledge about the require- occurs. They also emphasize the im- have no night staff at all. ments they can set for security,” says portance of preventive security work. “We have had night staff for many Charlie Edlund, Hotel Manager of “There is every reason for our years. I’m surprised that it’s still

Steningevik. sector to consider security work permitted to leave a fully occupied Steningevik Hotel Manager, Charlie Edlund, “When we decided to raise secu- from other perspectives, in line with hotel unmanned. The authorities rity at our facilities there were no the changes in the world around us. have many different requirements, other comprehensive security pro- Among other things, we are more but there is actually nothing about grams. Right from the start, Safeho- exposed to external threats. This night staff.” tels had high international credibility means that security-related work Placing trust in automatic alarms with measurements from third par- must have a broader scope,” states and other technical solutions that act ties as a basis for assessments. They Charlie Edlund. as alarms is not responsible, he feels. offer an extensive certification that At Steningevik they have also There are so many situations requir- covers all aspects of safety and secu- noted that there has unfortunately ing rapid measures that only staff can rity work. The annual certification been no increase in demands for carry out. also means that we get an impartial better security from companies that “A rapid response can be the and critical review of the work that are, for instance, booking conferenc- difference between a disaster and a has been done during the past year,” es. Charlie Edlund believes the reason minor incident that doesn’t affect states Charlie Edlund. for this is a low level of knowledge guests or the operation. In addition, Security issues are very important about security, so that people making having night staff is for us a question for the owners and management who the bookings do not know the re- of care, quality and service for our point out that a large part of Stenin- quirements they can set, or that there guests.” gevik’s reputation capital depends on is an assumption that security work is “We also have a policy that states security working on all levels. They carried out at all facilities. that we shall never work alone and consider it is important that the fa- When we talk about whether there that those who work on reception cilities’ employees can minimize the should be night staff or not, Charlie have assault protection to hand. In existing risks and that staff members Edlund comments that it is a depress- terms of IT security, we work contin-

MEETINGS INTERNATIONAL | SAFE MEETINGS No. 03 2015/2016 SAFETY AND SECURITY | 39

uously with the company that serves important for guests to feel and know important company information. The and manages the running of our that they are living in a safe hotel,” incident was a wake-up call and the computer environment.” says Patric E Österström, CEO of starting point for a close to 15-year High security was in mind right Stenungsbaden. collaboration on security issues from the start when Steningevik He explains that, due to certifica- between the meetings facility and bought the neighboring property, tion and cooperation with Safehotels, Safehotels. Säteriet, converting it into new meet- they are at the forefront in terms of “The customers perceive it as ings facilities as well as creating a new security, and their preventive work very positive that we have security in 10-room hotel building. has made the hotel more secure. mind in everything we do. As early as “We were already thinking about “We are better prepared. Society is the first meeting with a prospective customer, we inform them about security and safe meetings. We then offer groups and participants a five- to-ten minute long safety and secu- “Proactive work with good routines rity presentation at the start of their and trained staff is a continuously conference,” says Pelle Lindholm, the Property and Security Manager of ongoing process” Skogshem & Wijk. Many people who book various types of meetings consider that it is security when we bought it. Säteriet is changing, which means that we must important for hotel and meetings mainly intended for groups that want also change. Proactive work with facilities to have a high standard of to be secluded, so that they can talk good routines and trained staff is a security. freely and discuss sensitive material. continuously ongoing process,” says “It can never be wrong to feel as- In addition to having normal security Angelika Björkner, the Hotel Manag- sured about your routines concerning in mind, we have focused efforts on er responsible for security. fire and security. This is best achieved creating a meeting place that cannot The hotel has many guests each through long-term and continuous be bugged, is easy to guard and is not year and a high throughput in the security work with regular exercises overlooked.” facilities where many companies hold involving some, or all, of the staff, “That project naturally made us various types of meetings. It means depending on what we specifically think about what could be improved that requirements for security work want to practice.” in the rest of Steningevik. We have have increased in recent years and Pelle Lindholm considers that implemented several measures, but that the hotel has to be able to deliver many companies choose their facility above all general security-conscious- a better approach to security than because they know that the hotel has ness has been raised among all the previously. a well-defined approach to security staff.” “That’s right. Demands from issues. For the management of Stenungs- guests and customers are increasing. “We know that many people feel baden Yacht Club and Nordic Hotell More groups want to have a safety secure when they know that we have a & Resorts, it was an easy choice to and security presentation before the highly developed approach to security go through security certification and start of a conference. Awareness has and long experience of working with training together with Safehotels. risen sharply among our customers,” these issues in our everyday routines “Hotel security issues are very sig- says Angelika Björkner. with guests.” nificant for us, our customers and our In the early 2000s, an incident The ambition is to adapt security, guests. It’s important that everyone happened at Skogshem & Wijk on the so that a conference, course or event feels secure when they live and stay island of Lidingö when a large group is affected as little as possible. The with us. Safety and security covers so went off to lunch without the last aim of security solutions is to enable many issues that preferably become man checking that the meeting room the customers to focus on their core personal – everything from bookings was locked. When they came back activities and their meeting, and get and fire safety to trained staff and the they discovered that several comput- the most out of their stay. reception of guests. We consider it’s ers had been stolen, and with them

2015/2016 No. 03 SAFE MEETINGS | MEETINGS INTERNATIONAL #fivestarmeetingexperience #allinclusive#aftersunmeeting #bestconferenceever

At Steningevik we cherish leaving our guests breathless. That is why it may look like this when you share the experience with others. We give you a meeting experience and a service that not only exceeds your expectations but also impresses others. Welcome to a moment you can not help to share. You can find us 8 minutes from Arlanda airport by the shore of Lake Mälaren and at #steningevik.