For many of us, hotels are a home a way from home during our travels, so we want to b
econfident that they are as safe as they possibly can be.
Hotel security teams work hard to ensure high levels of security, but they face
challenges in the form of high guest turnover and multiple entry and exit points
that are easy for anyone to access. Luckily there is a solution to these security
issues and it’s one that can give hotels a significant competitive edge in the face
of the growing pressure from the private lettings sector.
The hospitality industry faces challenges
Guests stealing towels, property damage and even pick-pockets making their way
into the lobby or bar: these are just a few of the things that result in hotels losing
thousands of pounds every year. But there are also economic challenges, and
hiring more staff to counter these issues is simply not a feasible option. But how
to then ensure safety and security for guests and staff without cutting into
profits?
An effective solution
The solution is to “work smarter” by using a modern, intelligent video surveillance
system that will protect guests, staff, premises and assets. A good video
management system platform can be tailored to any type of hotel and can be
upscaled or downscaled should requirements change over time. The hotel
management can choose to operate the system in-house, outsource its operation,
run it as a service or opt for any combination of these possibilities.
In addition to its security role, the video system can also function as a business
asset by using video analytics and artificial intelligence (AI) to provide data on
guest flows and behaviour. It is important to note however, that from May
2018, video surveillance systems must be carefully implemented to ensure that
they meet the requirements of the new European Union General Data
Protection Regulations (GDPR).
The benefits
Efficient video management and surveillance gives hoteliers a competitive
edge over individuals offering short-term rentals of their private homes. In the
latter instances, there is often no security at all and, even where it does exist, it
is likely rudimentary and unreliable.
This means that hoteliers can use their video security system as a marketing
asset and a powerful selling point, helping them stand out from the crowd.
Intelligent video systems will also alert hotel managers if assets are removed
from their premises and will allow potentially problematic incidents to be
quickly detected and fully documented to facilitate further investigation.
Perhaps even more important is that using video analytics and AI can help to
predict incidents before they happen, ensuring that staff and guests feel safe
anywhere on the hotel premises.
Giving hotel managers 20/20 site vision
Having complete situational awareness of a hotel offers more than just safety
and security, it also offers peace of mind and aids efficiency. Thanks to the
video feeds from cameras, hotel managers can monitor progress in the
preparation of rooms, tidiness in public hotel areas, crowding in the reception,
readiness of conference room and so much more.
This enables them to be more efficient and to assign staff intelligently to the
most important and urgent tasks. Recorded video footage can be used to
document best practices as an aid to training and to improve service quality. It
can also be used for simple things like showing the queue at the breakfast
buffet – which can lead to the creation of further efficiencies by finding ways
to reduce future queues.
With easy-to-use Milestone software, all of this insight can be acquired with a
few clicks of a mouse. Milestone supports more than 7,000 different devices,
enabling users to pick the perfect cameras for their individual business needs. It
even supports the use of cost-efficient television sets as monitors.
These features make it easy to add extra video services such as a swimming
pool camera so that parents can keep an eye on their children enjoying the
hotel pool. Monitors showing selected video feeds from the installed cameras
can also be used in hotel public areas to showcase the hotel’s dedication to
maintaining a safe environment.
Additional benefits from video software
When Milestone software is used with thermal imaging cameras, it can
intelligently monitor temperature changes in rooms, using an algorithm that
relates these changes to the number of people present in the room.
The software can then send signals to the hotel’s environmental management
system ensuring that the room is always maintained at a comfortable
temperature. The temperature monitoring function can also be used for fire
protection, as it can be programmed to generate an alarm if a fire breaks out.
Milestone can also be programmed to recognise individuals. This means it can
be used for access control, ensuring that only authorised persons are allowed
to enter certain rooms or areas, and also to log the presence of individuals in
particular areas so that in the event of an emergency, they can be quickly
warned by the security personnel.
Privacy and GDPR
The aim of the European Union General Data Protection Regulations (GDPR) is
to protect personal data throughout the EU. It includes within its scope all
forms of image data and recordings taken by video cameras and CCTV.
This means that camera placement in hotel premises needs to be considered
very carefully, especially in relation to bars and reception areas, where guests
can reasonably expect a level of privacy and confidentiality. Private
communication and social interaction are, after all, integral elements of bar
culture.
Installing a video surveillance system in the hotel reception and entrance areas
is only allowed if there are appropriate signs notifying people of its presence
and operation.
Furthermore, cameras must not point directly at the receptionists, as this could
lead to constant observation of the employees, which is strictly forbidden. And
although it may be acceptable to monitor the entrance and reception, the
lobby should be out of bounds as guests enjoy free time there.
Monitoring the exterior of the hotel should always be done in a considerate
manner avoiding, for example, accidental coverage of adjacent buildings and
areas. An important aid to achieving GDPR compliance in these cases is the use
of tools for pixelating or masking specific image sections.
Finally, there must be a good reason for video surveillance and this must be
recorded in writing. Because of GDPR, hotels and companies are accountable to
the relevant national data protection authority and it is worth noting that the
penalties for non-compliance are considerably large.
With Milestone video management software, images from hundreds of
cameras can be evaluated in real time. This allows for multiple sources of
information to be collated in a single central location.
Previously separate solutions such as building security, fire protection and
energy management can now be integrated. In a nutshell, smart video
surveillance using Milestone not only makes hotels safer, but also helps them
run more smoothly, more efficiently and more profitably.