Don’t Let Criminals Steal a Guest’s Good Time: Theft Awareness and Prevention in the Hospitality Industry

Theft is an opportunistic crime, and few places provide more opportunity for a criminal than a hotel or resort. From the moment that guests first pull into the parking lot until their eventual check out and departure, theft risks lurk even in the nicest of properties. To compound the exposures, damage wrought by a thief can go far beyond loss of valuable items; just a single one-star review with the headline “my stuff was stolen” can do irrevocable harm to a hotel’s reputation and bottom line.

Fortunately, good employee education and thoughtful policies can help mitigate some of this risk. By implementing a combination of proper facility protocols and safety awareness programming for staff, hospitality executives can help protect their organizations from liability while simultaneously ensuring the safety of guests and their belongings.

For brokers and insureds alike, it all begins with recognizing the potential risks that exist throughout the property.

Parking Lots Are One of the Easiest Targets for Thieves.

From the contents of automobiles to the vehicles themselves, parking lots are attractive spots for thieves, particularly those with little and/or poor lighting and a lack of security or cameras. Having finally arrived at their destination may foster a false sense of security for guests that makes their vehicles vulnerable. Yet it takes a thief under 10 seconds to break a window, grab a laptop bag, and be on their way.

Contributing to the theft risk in hotel parking lots is the sheer amount of stuff people keep in their vehicles while traveling, and the fact that vehicles are left overnight.

Property location also matters. In contrast to a resort where people are more likely to move their luggage in for a multi-night stay, hotels next to an interstate are more likely to host transient travelers who won’t always remove everything from their vehicles for a single night stay. Adjacent highways also offer an easy getaway, which may make those locations more attractive targets for criminals.

Some degree of crime prevention can be accomplished through environmental design. Lighting is a huge part of the solution – not only is a well-lit lot a deterrent in its own right, but good lighting can also help with motion sensors and patrolling.

The presence and visibility of security patrols is also key. An overnight security team walking through a lot can help prevent both in-the-moment and premeditated theft.

Cameras should be present at the entrance and exit gate area, and placed high enough so that they can’t be damaged yet low enough to capture a clear picture of car occupants and their activity.

Finally, signage explaining that the property is not responsible for any theft is an inexpensive and highly recommended tactic, as it may deter individuals from leaving items exposed.

Employee training and procedures can also hinder criminals who are inspired to break into a vehicle and drive away. At properties where a guest room key is required to get out of the lot, thieves may use the call box to say their key card isn’t working and ask that the gate be opened. If a camera is in place, this should be used to confirm the presence (and ownership) of the non-working card before pressing a button to lift the arm.

In the event that no camera is available, the occupant of the car can be directed to come to the front desk to secure a new card. The card would be provided only after the driver has provided proper identification including a driver’s photo ID and can verify vehicle ownership, either by vehicle registration or rental agreement.

Another option when a camera is not present is for security, if available, or at least two employees to meet the vehicle at the exit to provide a new key card, again, only if proper identification and ownership is provided.

Public Areas Are Easy Places for People to Let Their Guard Down.

From restaurants and lobby bars to swimming pools and recreational facilities, people feel relatively safe within the confines of a hotel property. This false sense of security allows for guests to let their guard down a bit. All it takes is for someone who has left their phone beside them on the table or their pocketbook over the back of their chair to turn their attention away for a moment, and a thief can easily walk away with their valuables.

Guests should be encouraged to practice vigilance, but employees should also be on ready alert to such incidents as they go about their workday.

Valet areas are another public spot that can be vulnerable. Leaving keys in vehicles on the valet driveway is a common practice with safety ramifications, and the tendency of both guests and staff to trust everybody can be a recipe for disaster. One easy mitigation procedure is for staff to check IDs and write guests’ names down when they take their keys.

This makes it easier to ensure a match between guest and vehicle, and protects against the inevitable awkwardness of a guest who says, “I don’t have my ticket but that’s my black truck.” In the event a ticket truly is lost, the valet should re-check the driver’s photo ID and verify vehicle ownership, either by vehicle registration or rental agreement.

Finally, don’t forget that some guests may feel uneasy about handing over their keys to a stranger. Ensuring staff is properly attired with name badges easily visible can help address this concern.

The Check-In Process Presents Additional Security Exposures.

Guests who are focused on the check-in process may be paying less attention to their luggage and other personal belongings. Additionally, unwittingly sharing their room number with all those within earshot creates a further security issue for guests.

From a process standpoint, front desk employees should take care never to say a guest’s room number out loud or make it visible to anyone other than the person checking in. Key card systems that only offer access to a guest’s floor can provide an additional layer of protection by helping to prevent anyone from following a guest up in an elevator.

Should a criminal manage to follow a guest up to their floor, one of the things they will often be watching for is the automatic closing mechanism after the guest enters their room. If the door does not close and latch, it is not secured properly; the thief then needs only to wait for the guest to drop their belongings and leave before accessing the room.

Preventative maintenance can help alleviate this risk. It should be standard practice for housekeeping staff to check that doors are latching as part of their daily routine checklist, and to contact engineering if an issue is found.

In-Room Theft: Contrary to Public Belief, Employees Are Not the Primary Culprits.

Historically, there has been a lot of focus on staff theft in the hospitality industry. Today, however, we are seeing that staff theft is far less common than it used to be, simply because standards and practices are better.

Nonetheless, to combat the risk of staff theft accusations, it’s essential for hotel rooms to have an in-room safe that’s functioning (check the batteries frequently), well-positioned and easy to get to (not too high up on a shelf or down in an unreachable corner), and has easy instructions for use (if guests can’t quickly figure out how to use a safe, they simply won’t). Safes should also be secured to the wall using bolts on the inside of the safe so that they can’t be removed.

Too often, safes are tucked away for aesthetic reasons, but hiding a safe in a cabinet does not encourage its use. Best practice here is for the bellman, front desk crew, or any other staff members that interact with guests at the point of check-in to ensure guests understand that there is a safe in the room and any valuables should be locked away for the duration of their stay.

An additional in-room risk that is common in resort settings is a sliding glass door to the courtyard or beach. Direct access to the beach or pool can be considered an upgraded room feature, but people fail to keep in mind the safety and security considerations. They often walk out of the room that way and don’t bring their key card – and a room left unlocked and unattended is an easy target. Signage and reminders to keep sliding doors closed and locked at all times can help mitigate this common exposure.

A Secure Stay Is a Positive Stay.

Making people feel at home is a priority for the hospitality industry, and no one wants to fear monger to the point that guests feel uncomfortable in their surroundings. But with a little bit of caution and a well-trained team, hotels and resorts can effectively help protect their guests – and themselves – against potential theft exposures. Carrier risk control teams can be a valuable partner in helping hospitality industry insureds to identify and mitigate theft risk.