Making hotels safer Global Lighthouse Certification Program - Hotel Security ...
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Making hotels safer Global Lighthouse Certification Program
Head Office
Sky Touch Global
Hotel Security Consulting Pty. Ltd.
Johnson
477 Boundary Street
Spring Hill, 4000, Queensland
Australia
mail@skytouchconsulting.com.au
Sales Offices Asia & Middle East
Sales Office Australia, New Zealand,
Indonesia, Malaysia, Papua New Guinea
Autorised Sky Touch Global Partner
iSafe Safety Management Systems Pty. Ltd.
Phone +61 1300 669 144
Regional Sales Office Bali
Bali Benoa Square 2nd Floor. JL. Bypass
We connect hospitality and security
Ngurah Rai No. 21A Kedonganan,
Kuta, Bali, Indonesia
Sales Office Indian Subcontinent &
Middle East, North Africa
Autorised Sky Touch Global Partner
Netrika Consulting India Pvt. Ltd.
Delhi, Sri Lanka, Dubai.
Phone +91 124-288-3000
Sales Office Europe About
Sales Office Germany, Austria, Switzerland
Autorised Sky Touch Global Partner
German Business Protection, Munich Sky Touch Global is a global independent hotel consultancy based in
Phone +49 89 357152-34 Australia. We provide specialised health, safety, and security auditing
and risk management services for hotels & resorts all over the world.
For all other sales enquiries please Our Global Lighthouse Certification program provides a 125-point
contact Sky Touch Global direct. assessment and validation tool, derived from safety & security best
practice, as defined and recognised by global hospitality industry
standards.
www.hotelsecuritydesign.com
The best way
to learn about
safety & security
is during an
audit!
Sky Touch Global developed a unique method
that combines safety & security audits with training
for hotel management, and it all begins with the
understanding of the Risk Management Cycle.
Learn about the global hotel safety & security best
practices during a live-audit and what can be done
to mitigate the risks. A successful risk plan needs
risk control measures. We help you to find the right
balance for your hotel.
Our Hotel Security Auditors walk with you through
the hotel, explaining at the same time how the audit
can save your company money and how it can
enhance the customer service experience.
Qualify your Manager’s on Duty, Operations
Management, Head of Engineering, and Security
Management in safety & security today and be
ready for the future.
Contact us for more information
1
Next level hotel security
The Global Lighthouse Certification Program identifies a hotel’s safety and
security through an extensive security audit. It provides our clients with a
mechanism to reduce security risks at an affordable cost.
We have selected 125 Global Hotel Security Standards against which to
audit a hotel. Most of these standards are already known as best practices in
leading hotels around the world. We summarize 13 areas in a comprehensive
cross audit report. Hotels that successfully pass the audit receive an
accreditation certificate.
We certify according to your needs.”
The program can be adjusted to hotel chain requirements, and various group
reports are available. It can also be tailored to your existing security audit.
Our security solution places a clear focus on the duty of care features. It is
divided into two sections; duty of care for travelers and hotel employees’
duty of care. The cross audit report from Sky Touch will bring weak points to
the attention of hotel management. Based on this expert analysis, we can
help our customers work out an action plan to improve security, customer
safety satisfaction, reduce risks, and avoid business disruption and associated
costs.
Supplemental security certifications are available for airline crews, high
profile conferences, diplomats, or elite athletes such as world champion
soccer league players or guests with a disability – all have different safety
and security needs. Supplemental audits can be added according to the
site’s requirement and can be included in the Global Lighthouse Certification
Program or requested individually.
More than just an audit and a certification!
Risk Mitigati
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A strategic unique selling proposition
Security as a marketing instrument
The program is designed to reduce risks. It also helps Also, corporations have a duty of care to their staff. This
hotel management target their market using recognized includes when the team travels overseas for work and stay
professional security standards. Using this security certification in a hotel. Certifying your hotel in security will demonstrate
as a marketing tool can positively benefit a hotel’s bottom line. to corporations that global security standards are in place
and supports their strategic risk management strategies.
Hotels gain an advantage by choosing a proactive position
and showing their customers that they provide world-class On the lookout for qualified staff?
hotel security standards. When the hotel becomes a certified
safe haven, Travel and Risk Managers will be quick to give it The safety of employees should be of paramount
preferred status. importance. Therefore, we have incorporated the
necessary safety precautions for hotel employees into the
Market a safe workplace Global Lighthouse Certification Program. The night shift
requires special attention as it presents most of the risks
Corporations in many countries, such as Germany and the for guests and employees. Hotels have a duty of care to
United States, are very concerned about losing their best their employees to provide a safe and secure workplace.
people to their competitors. This is a cross-border issue. Now, hotels can use their security certification to gain a
Corporations are discovering and using travel safety, and competitive advantage in the labor market.
security in job offers to lure people to come and work for them.
Why certify your hotel in security Why certify with Sky Touch Global
• It provides a unique selling proposition in the market. • Our professional consulting services are provided by
• It provides the framework for a safer environment for experienced safety & security specialists
your guests and staff.
• Engaging an independent audit partner • Each audit is fully independent, and assessments are
demonstrates good faith, builds trust, and reassures completely objective
stakeholders.
• The Security Framework caters for a security • We maintain high security and confidentiality standards
management initiative and guest satisfaction in the throughout the entire audit process.
hotel.
• The program is based on international customer • We can readly adapt our process to your existing
expectations. All our audits are designed to detect and security & management performance reviews and
mitigate potential hazards for guests and staff ahead of hotel chain requirements
time.
• Confirming your independently certified safety & security • We offer supplemental safety & security audits and
credentials gives your brand a strong and distinct specialised safety & security workshops
position in the market.
• The recommendations in the certification process have • Sky Touch and partners are globally networked and
the potential to save you costs over both the short and strategically positioned to meet the safety and security
long runs. needs of clients anywhere in the world.
3
Powerful
driving forces
Investors have the expectation that
the hotel takes all necessary actions to
protect property and assets.
Hotel staff have the right to expect their Hotel guests expect hotel management
employer will fulfil their duty of care at all will safely accommodate them at all times.
times and provide a safe workplace.
The legislator expects all hotel Corporations have a duty of care for
procedures to meet current legislation for their employees when they travel. It is
the safety and security of people. their expectation that all health, safety
and security standards are in place and
are functioning in the Hotel.
44
Trendsetter
Corporates
Duty of Care
Employers have a general duty of care from a legal, financial, and corporate social responsibility perspective. Laws in many
countries place the obligation on a company to maintain reasonable care of an employee during the course and scope of
their business travel. The duty of care now extends to the safety and security of employees who work abroad.
The Global Lighthouse Certification Program addresses the duty of care - a relatively new corporate travel community trend.
Duty of care is the buzzword across the travel risk management industry, as corporate Travel Managers increasingly recognize
their central role and responsibility in creating a robust and balanced business travel policy that protects their employees.
The hotel is one part of the Travel and Risk Managers’ journey when evaluating their risks. When a business traveler attends a
conference or a meeting in the same hotel as to where they are staying, this increases the overall time they spend in the hotel
to include work time. This means the welfare, health, and safety regulations from the company transfer to the hotel. The hotel
becomes the workplace.
As corporations and governments come to recognize the Global Lighthouse Certification Program from Sky Touch, the role of
Travel and Risk Managers in vetting hotels for their employees will become that much more comfortable, quicker, and at less
cost. They will have the confidence to book their employees into a hotel certified under the Global Lighthouse Certification
Program. In the future, corporations will prefer booking only those hotels that conform to their security policy or a global security
standard that more than caters to their requirements.
55
Excellence in hotel security
Certification of a hotel in security involves a pre-audit, followed by an on-site Global Lighthouse Audit.
The pre-audit is tailored to the requirements of the hotel. It determines if a hotel is ready to certify and, where necessary,
provides an action plan which will help the hotel prepare for and comply with the audit and 125 global security
standards.
The Global Lighthouse Audit is a comprehensive security audit in 13 areas of the hotel. The audit is divided into eight
categories and 25 sub-categories within the 13 parts of the hotel. An Auditor’s Guide backed up with rigorous training
and performance reviews ensure audits are consistent globally.
The Certification is valid for 12 months, and it can be extended to a 24 months cycle. Covert audits may be undertaken
during the audit cycle for quality purposes and are available as an addition. After 12 or 24 months, the hotel has
the choice to extend the Certification through a retake audit for a further 12 or 24-month period. The retake audit is
necessary to maintain the quality of the certification program.
The Global Lighthouse Certification Program is now also available for Small Hotels. The criteria are tailored to hotel
operations with 65 or fewer hotel rooms. In Small Hotels, we audit only 95 out of 125 Global Standards. This helps this hotel
segment to be more competitive and secure at an affordable cost. Whether your hotel is a small budget design hotel in
India or a privately owned boutique hotel in the United Kingdom, safety and security is nowadays paramount. With the
increase of hotel properties worldwide, hotels can achieve a competitive advantage with the program.
Security Security
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Small Hotels
Category + 65 rooms 65 or less rooms (Small Hotels)
Category 1 All, excluding mandatory standards 3,4,5
Management All, excluding discretionary standards 6,8
Category 2 All, excluding mandatory standard 11
Workplace, Health & Safety,
All, excluding discretionary standard 32
Fire safety part 1
Category 3
Keys
Category 4 All, excluding mandatory standard 51
Rooms, Fire safety part 2
Category 5 All, excluding mandatory standards
Guest Property 76,78,79,90,93
Category 6 All, excluding mandatory standards
PCI Compliance, Identity
98,101,102
protection
Category 7 All, excluding mandatory standards
Night Security 105,108,110, 115, 116,117
Category 8
Perimeter security
Checkpoints 125 Global Hotel Security Standards 95 Global Hotel Security Standards
Auditor on site 2 days, 1 night 1 day, 1 night
Further information is available in The Guide to Certification
6
The 13 areas the Global Lighthouse Audit covers are taking local circumstances into account:
1. Safety and security in the hotel room
2. Protection of guest property
3. Identity protection
4. Security and incident management
5. Emergency responses
6. Access and key management
7. Perimeter security
8. Hazard material handling
9. Night time safety and security
10. Personnel screening – background checks
11. Staff competence in health, safety and security
12. Safety and security arrangements for hotel staff
13. Precautionary measures for loss of competitive advantage
Level of Certification
Performance + 65 rooms 65 or less rooms (Small hotels)
To achieve the Global Lighthouse Security To achieve the Global Lighthouse Security
Level 1 Certification, 98 % of 2000 mandatory points must be Certification, 98 % of 1460 mandatory points must be
achieved at the time of the audit. achieved at the time of the audit.
To achieve the Global Lighthouse Security To achieve the Global Lighthouse Security
Certification with an additional ‘Outstanding in Certification with an additional ‘Outstanding in
Level 2l 2 Security’ recognition, a minimum of 65% from 407 Security’ recognition, a minimum of 65% from 312
discretionary points must be achieved at the time of discretionary points must be achieved at the time of
the audit. the audit.
Hotels that achieve a minimum of 85% from the Hotels that achieve a minimum of 85% from the
Level 3 407 discretionary points are entitled to receive the 312 discretionary points are entitled to receive the
recognition ‘Exceptional in Hotel Security’. recognition ‘Exceptional in Hotel Security’.
Hotels that achieve 100% in the 2000 mandatory Hotels that achieve 100% in the 1460 mandatory and
Level 4 4 and 407 discretionary points are entitled to receive 312 discretionary points are entitled to receive the
recognition ’Excellence in Hotel Security’. recognition ’Excellence in Hotel Security’.
7Reporting When a hotel is certified in hotel security with Sky Touch they receive comprehensive security reports on the results of the Global Lighthouse Audit and /or the Supplemental certification audit. Executive summary report The Audit rationing system is split into mandatory questions and discretionary provisions. When certain mandatory questions are not applicable in a particular hotel for any reason, for example, when the hotel does not have a spa or a conference area, the auditor can easily remove this question from the total count. Discretionary provisions are questions that would increase the level of security for the better. Mandatory and discretionary points are totalled in the Executive summary report, which determines the Hotel security certification award. A sub-category report is also provided and details the result of the hotel against each question within the sub-categories. Crime always a step ahead The Sky Touch cross audit report is provided when Supplemental security certifications are combined with the Global Lighthouse Certification Program. The cross audit report provides an in-depth analysis of security and highlights weak areas. For example, a hotel might have good training standards, but when it comes down to a supplemental audit, such as high risk, the report may indicate there are areas to improve. 8
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Putting hotel security in a new light
99Supplemental security certifications for different markets Supplemental security certifications are available for airline crews, guests with a disability, high profile conferences, diplomats and elite athletes such as world champion soccer league players - all have different safety and security needs. The content corresponds with Best Practice Guidelines in hotels, which are further explained in the eBook ‘Understanding the impact of global risks to hotels’. Supplemental security certifications, which involve an audit, may be added to the Global Lighthouse Certification. Supplemental audits can be added according to the requirement on site. Detailed reports, including a cross audit report, on the results of the audit are provided. Module - Airline Crew Security The safety and security of airline crews are vital. Heightened security is necessary for all aspects of a crew’s hotel experience. The hotel plays an integral part in efficient airline operations. It is sometimes the only place for aircrew to rest. Therefore, it is crucial to take every necessary step to avoid any intrusion into their privacy during their stay. Preventing sabotage of flight plans is essential to prevent any awkward compensation charges against the hotel. Module - Ski Resort Hotels Certification requires 26 specific safety, and security standards are met to make the ski resort experience safer. Ski resort hotels promise guests an unforgettable experience in a winter wonderland. Whether it is winter holidays in the French Alps with the family, skiing in January in Canada on weekends with friends, participating in snowboarding competitions in Japan, Après-ski in Austria or visiting the Skidoo race event in New Zealand in August, winter sports activities in mountain regions around the world are fun and popular with all age groups. To fulfill the promise of an unforgettable experience for all guests, safety and security standards must be at the highest level. Ski Resort Hotels cannot expect to escape the increasing security incidents we see around the world. It is no time to be complacent. Two main potential risk categories that can significantly cause inconvenience or worse to guests during a ski vacation are identified - theft of ski/snowboard gear as well as potential risks caused by Mother Nature. 10 10
Module - Diplomats and V.I.P. Security
Certification requires 26 specific safety, and security standards are met to make the ski resort experience
safer. Ski resort hotels promise guests an unforgettable experience in a winter wonderland. Whether it is
winter holidays in the French Alps with the family, skiing in January in Canada on weekends with friends,
participating in snowboarding competitions in Japan, Après-ski in Austria, or visiting the Skidoo race
event in New he safety and security for diplomats, celebrities, elite athletes and champion league sports
teams require special security attention. When looking at security concepts, the main concerns are
sabotage or penetrators, causing significant damage in or outside the hotel. In the worst case, it can
lead to the withdrawal of an event from the hotel. Sky Touch can help hotels identify individual risks and
prepare hotel operations for high profile events via a supplemental audit.
Corporations who have chosen your hotel as their venue, for example, Road Shows, Board of Director
meetings, annual Shareholder Conventions, etc. will automatically question if the venue has the
necessary security standards. Security is a bottom-line issue during high profile events.
This Supplemental security certification is another selling point in your conference and event brochure.
Module - Disability Security
Hotel guests with a disability expect to feel secure and safe in their hotel surroundings. Hotels that cater
to those with disabilities will increase their share of this growing market segment.
Sky Touch has consolidated 21 common security standards for hotel guests with a disability in our
supplemental Disability Security Certification. Through the Disability Security Certification, existing
concepts are reviewed and evaluated to help hotels achieve a full-service experience for guests with a
disability.
• We audit safety and security procedures for hotel guests who have impairment in:
• Mobility: requiring a wheelchair or scooter;
• Hearing: relying on optical alarm devices;
• Sight: the need to navigate safely in an emergency.
At night, fire safety is a primary concern for guests with a disability, and we assess this critically.
With this Supplemental Audit, we assess the existing security plan to achieve a great guest experience.
Our approach is based on an international framework defined by the United Nations (Barrier-Free
Tourism for people with disabilities) and best practices in hotels worldwide.
“Let your target market know that your hotel meets international safety
standards. Disability Security Certification allows the disabled to identify up
front before making bookings that your hotel is suitable and caters to their
specific needs.”
11Module - High-Risk Protection
Learning from history
Hotels are vulnerable when it comes to terrorism and are viewed as a soft target. The King David Hotel
bombing in Jerusalem in 1946 was one of the first terrorist attacks that happened in a hotel. It caused 91
fatalities of various nationalities, and 46 were injured. Unfortunately, other devastating explosions in hotels
have followed in the last two decades around the world. Since September 11th, 2001, there have been
over 70 attacks against hotels in 20 different countries. Officials have declared hotels worldwide as soft
targets. A ‘lone wolf’ attack is currently the biggest threat to hotels.
Soft skills and professional expertise
The High-Risk Supplemental Audit can be conducted after undertaking a vulnerability assessment as the
first step, and a physical security survey as step two to identify specific weaknesses.* We assess the hotel
property and the hotel operations from an independent and different perspective and work with hotel
management to tailor a strategy to prevent attacks before they even occur. Looking at future trends,
counter-surveillance is one of the keywords in high-risk hotel security.
In the vulnerability assessment and physical security survey for high-threat properties, we focus on many
areas, including Perimeter Security, Access Control, Training, Car park Security, Window Protection, CCTV-
Monitoring, Background checks, Screening, Security Management, and Counter Surveillance.
We are aware that a hotel cannot be secured as can an airport terminal. Worldwide, many different
costly concepts have been tried and proven ineffective. An IED (improvised explosive device) can be
brought into a hotel in many different ways. Choosing a different approach, we look at intelligent and
innovative methods to prevent a bombing or minimize its severity. There are practical solutions on the
market that can save peoples’ lives. We will help you to find the right balance that suits your business
plan.
* The vulnerability assessment and physical security survey are not part of the Supplemental Certification Program and are at an additional
cost.
Learning about the present
abstract danger
The Hotel Security Awareness Online Course from the Ehotelier Academy
is 100% compliant with the Global Hotel Security Standards. This interactive
online course features videos, animations, case studies and exercises for all
learning styles. This basic training raises security awareness to help employees
in dealing with suspicious behaviour, items, luggage, vehicles and emails.
The high quality training in security skills for staff is designed to refresh security
to be prepared for security incidents. It covers the See, Hear Feel and Tell
approach, Basic human rights, duty of care, security procedures, suspicious
activity, terrorism, active shooter incidents, credit card fraud and cyber crime.
Ehotelier Academy is a partner of Sky Touch and
we offer this training module in addition to the
certification. Further information is available on
our website.
skytouchconsulting.com.au/online-courses
12Your security - our demand for quality
Total Security Management (TSM)
Security plays an important part throughout the entire process. We will give you
the opportunity to verify our auditors every time they come on site. A robust TSM
ensures that customer data is kept secure at all times. Our program is global, with
all our experienced auditors undertaking extensive training to deliver a consistent
audit to the same standards anywhere in the world.
Security is a quality feature, therefore all our auditors are:
• Licensed and police background checked
• Highly qualified to carry out this duty
• Have agreed to the Sky Touch Code of Conduct
• Have agreed to the Sky Touch Anti-Corruption Policy
• Have agreed to the Sky Touch Customer Information Policy
• Signed confidentiality agreements.
The certification process
Pre-audit Audit Physical Result sent
check preparation full audit in to the
(optional) by the hotel each hotel Committee
Licensed
Support Certification
and qualified
provided by issued
auditors
hotel security independent
conduct
specialists by Sky Touch
security audit
Requirements for the certification
Sky Touch Global offers the Global Lighthouse
An electronic key card system and CCTV Certification Program Special Edition for
system is mandatory to complete the audit. heritage protected hotels. Contact us for more
information.
13www.hotelsecuritydesign.com/certification www.facebook.com/skytouchglobal
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