Lessons from Las Vegas

The deadliest shooting in U.S. history, will force the nation’s hotel industry to rethink security procedures, but there may be little new they can do now to prevent such events, experts say.

Hotels can’t install metal detectors or other elements deemed intrusive without damaging the whole concept of hospitality that is at the heart of their business. Hotel operators will have to rely even more on the eyes and ears of regular employees such as housekeeping staff and front desk workers to detect and report unusual behavior.

Hotel operators will have to rely even more on the eyes and ears of regular employees such as housekeeping staff and front desk workers to detect and report unusual behavior.

“No matter what we do, there are always going to be security issues. The responsibility has to be on every level and not just security personnel. Everyone should be flagging odd behavior,’’ said Mehmet Erdem, a hospitality professor at the University of Nevada Las Vegas.

While casinos and hotels do not permit people to walk through their private property with concealed or unconcealed weapons, there is little to stop them from letting guests enter with guns hidden in bags.

In the aftermath of the horrific mass shooting in Las Vegas, it’s important to refresh yourself and your staff on the best practices that have been in place for many years.

Casinos will likely add more security personnel in the aftermath of the massacre, said Michael McCall, a professor at Michigan State University’s School of Hospitality.

“Security being present to the extent that they are noticeable would be a disincentive’’ to criminals, said McCall.

“Security being present to the extent that they are noticeable would be a disincentive’’ to criminals.”

McCall agreed with Erdem that metal detectors would not be a viable solution as it would hurt the guest experience. People will not want to stand in long lines like they do at airport security posts.

“Vacationers want to relax, they don’t want to be reminded of the dangers in the world,’’ said McCall.

Hotels will need to beef up their training programs so that all employees, and not just security personnel, can learn to detect suspicious behavior, said Erdem. Strip casinos could consult with airlines on how they spot suspicious behavior, he said.

During a call with Homeland Security and the FBI, The Colorado Hotel and Lodging Association learned that the perpetrator of this heinous act:

• Checked in as one person with 9 suitcases and did receive bellman assistance to his room.   Over the course of the four days he stayed, he brought an additional 6 suitcases into his room.
• Refused cleaning services in his room for multiple days
• Ordered room service, but met them in the hall and never allowed access or even the door to be opened.

Odd behavior in isolation can often be explained away, but if several employees notice unusual behavior and report it to a central location, hotels can respond before tragedy happens, Erdem said.

For more information on what should be considered suspicious and what you should do if you see suspicious activity, please download the FBI’s “Potential Indicators of Terrorist Activities related to hotels and motels” by clicking here.  In addition, through their Hometown Security program, the Department of Homeland Security offers multiple resources and training tools, including “See Something, Say Something” and active shooter training, for businesses to help prepare for and protect themselves from attack.

This article was brought to you in association with the Las Vegas Review-Journal and the CHLA.

You might also like…