How safe are hotels in the Philippines?

HOTEL guests really have it easy. They check in, go to their rooms, shower, eat, probably go the gym and then have a good night’s sleep. They do not realize the beehive of activity at the backroom of the hotels to make sure they are safe and sound.

Safety and security are among the most important features that hotel management companies put in place to protect their reputation, along with good food, service, comfort and luxury.

Safety never played as big as role as this past year when Metro Manila was hit by bombing attacks and threats of terrorism. The scare peaked in Dec. 30 last year when five bombs simultaneously went off in the city, raising concerns that establishments like hotels are not equipped to protect their guests.

Local hotels surveyed by SundayBiz, however, say the local hospitality industry is one of the most concerned about the security and safety of its guests because there is always the threat that something may happen. They expect the unexpected, so to speak.

Dusit Hotel Nikko Manila

Chiyuji Fujimoto, general manager of Dusit Hotel Nikko Manila says safety and security are at the top of his list of most important concerns in running the hotel.

Dusit Hotel, for instance, employs a 70-member security force headed by Col. Fortunato Revillas of PMA Class ’82 to protect the hotel guests and employees.

"Our security program is a multi-faceted one, combining the use of sophisticated equipment, a well-trained and disciplined force, drills and other forms of educating employees and guests, and strict enforcement of security procedures," Revillas says.

Dusit Hotel prides itself in using a sophisticated walk-through metal detector at the main and side entrances to ensure that no bomb will get into the hotel. The hotel also checks luggage, cars, basement parking and employee entrance/exit areas as part of standard operating procedures.

"We also conduct regular security and safety seminars, quarterly general emergency drills, including fire, earthquake and other disasters, which are focused on the safe evacuation of hotel guests and personnel," Fujimoto says.

Mandarin Oriental Manila

Charisse Chuidian, director of communications of the Mandarin Oriental Manila, says the hotel uses almost the same kind of standard operating procedures. Like the Dusit, it also has security officers positioned at strategic areas in the lobby, public areas and the elevators. Roving guards monitor the hotel perimeter 24 hours a day.

A watchman clock is installed on every guest floor and fire exit to record the time when the roving security inspected the area.

"Security and emergency precautions comprise an entire section in the in-room directory of guest services, covering such emergencies as fire, typhoons and earthquakes. We also provide written advice to guests to make them cautious of prank calls and impostors. We encourage the use of the hotel’s accredited taxis for their own safety," Chuidian says.

The Mandarin Oriental also inspects the fire extinguishers and fire safety equipment quarterly just to make sure that everything is ready. Employees go through general fire drills together with the Makati Fire Department.

The fire alarm system is tested weekly and there are unannounced periodic drills to test the responses of in-house fire brigade.

And as part of the hotel’s continuing effort to improve its services, a close circuit television is being installed to further beef up its security and safety measures.

Discovery Suites

The Discovery Suites in Ortigas already has a closed circuit television (CCTV) system that allows security personnel working on shifts 24 hours a day to immediately respond to an emergency--be it a fire or even a heart attack.

"Even before the bombings hit Metro Manila, we were already strict in our security measures because most of guests make their home here. We regularly check the corridors, public areas and the perimeter as well.

We also have a security manager who also goes around the hotel," says Discovery operations director Jose Parreño.

For added security, Parreño says Discovery Suites has a system where they have to pass through some 100 critical security stations every day using their watchman’s card. These are monitored daily by the security managers.

"We also teach the employees on what to do during an emergency. We have procedures for handling bomb threats, earthquakes, typhoons, fire and even death. We have first aid classes and most of the people know how to administer CPR. We have refresher courses every two months," he says.

Pan Pacific Hotel

Pan Pacific general manager Desmont Acheson believes that security is the most important aspect of running a hotel, more so for his hotel that caters mainly to the embassies of the United States and Japan.

"If we are not perceived as safe then we have a problem because our guests require the utmost security," Acheson says.

Pan Pacific, for instance, has a safety committee that meets every month to discuss how the hotel can further improve the safety procedures that cover fire and life.

"We have a control center where we can immediately see if a fire alarm or a smoke detector went off. Our security team is immediately dispatched and they have radios and pagers so they can be contacted immediately," Acheson says.

The Pan Pacific conducts a full evacuation fire drill between two and four times a year to keep the employees and the guests on their toes. There are mini evacuation drills at least every week. These are unannounced and affect only the staff.

"We are all involved and we take these security procedures seriously," he says.

As an added security for guests, Pan Pacific has a key card system where only hotel guests can access the guest floors. A CCTV system is also in place to monitor movements along the public areas and corridors.

"We also have a system in place to protect guests who don’t want anyone to know that they checked in the hotel. They can register under a false name if they want," Acheson adds.