Managing Risk in China
Shangri-La Hotels and Resorts
中国保安风险管理中国保安风险管理 - - 香格里拉酒店集团香格里拉酒店集团
Mr Angus Stevenson-Hamilton
Director of Corporate Security, Shangri-la Hotels & Resorts
AGENDAAGENDA
议议程程
•• Group To-dayGroup To-day
目前集目前集团团的概况的概况
•• Security Structure GuidelinesSecurity Structure Guidelines
安防安防结结构指引构指引
•• Regional/Area ResponsibilitiesRegional/Area Responsibilities
区域区域//地区地区责责任任
•• Security Audits and ExpectationsSecurity Audits and Expectations
安防安防审审核及核及预预期期
•• Threat LevelsThreat Levels
危机危机级别级别
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
•• Security Systems Security Systems
安防系安防系统统
•• Crisis and Risk Management Crisis and Risk Management
危机及危机及风险风险管理管理
•• Emergency Response Emergency Response
紧紧急事故之反急事故之反应应
•• Future Developments Future Developments
将来将来发发展展
•• Questions Questions
问题问题
AgendaAgenda
议议程程
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
The Group TodayThe Group Today
目前集团的概况目前集团的概况
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
2010 68 Hotels 28,961 Rooms
2012 110 Hotels 46,745 Rooms
Hangzhou
Baotou
Muscat
Dalian
Harbin
Changchun
ShenyangBeijing
Qingdao
Shanghai
Taipei
Hong Kong
Zhongshan
Yangon
Bangkok
Dubai
Penang
Putrajaya Singapore
Jakarta
Surabaya
Kota Kinabalu
Cebu
Manila
Wuhan
Changzhou
Fuzhou
Xian
New Delhi
Suzhou
Kuala Lumpur
Abu Dhabi
Chengdu
Guangzhou
Huhhot
Shenzhen
Beihai
Chiangmai
Cairns
Fiji
Sydney
London
Paris
Vienna
Vancouver
Chicago
Toronto
Las Vegas
New York
Miami
Tianjin
Macau
Doha
Maldives
Ningbo
Wenzhou
Guilin
Urumqi
Bangalore Boracay
Phuket
Manzhouli
Tokyo
Zhoushan
Taiyuan
Tainan
Mumbai
Seychelles
Yangzhou
Ulaanbaatar
Kuwait
Lhasa
Qinhuangdao
Sanya
Recent Openings
新开业的酒店
Futian Shangri-La, ShenzhenFutian Shangri-La, Shenzhen
深圳福田香格里拉大酒店
Shangri-La Hotel, NingboShangri-La Hotel, Ningbo
宁波香格里拉大酒店
Shangri-La Hotel, WenzhouShangri-La Hotel, Wenzhou
温州香格里拉大酒店
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
2010 Openings
2010 新开业的酒店
Shangri-La Hotel, GuilinShangri-La Hotel, Guilin
桂林香格里拉大酒店
Shangri-La Hotel, ManzhouliShangri-La Hotel, Manzhouli
Inner MongoliaInner Mongolia
内蒙古满州里香格里拉酒店
China World Shangri-La Hotel, BeijingChina World Shangri-La Hotel, Beijing
北京国贸大酒店
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
Flagship Properties
旗舰物业
China World Shangri-La Hotel, Beijing
北京国贸大酒店
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
Flagship Properties
旗舰物业
China World Hotel, Beijing
北京中国大饭店
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
China Development
中国发展
Shangri-La Hotel, Lhasa, TibetShangri-La Hotel, Lhasa, Tibet
西藏拉萨香格里拉大酒店
Shangri-La Hotel, GuilinShangri-La Hotel, Guilin
桂林香格里拉大酒店
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
SECURITY STRUCTURE GUIDELINESSECURITY STRUCTURE GUIDELINES
安防架构指引安防架构指引
Organisation StructureOrganisation Structure
组织组织架构架构
•• Critical for larger groupsCritical for larger groups
对对大大规规模模组织组织有有关键关键作用作用
•• Clear reporting lines on operational sideClear reporting lines on operational side
操作操作层层面上清晰的面上清晰的报报告流程告流程
•• Security Manager/Director Security Manager/Director →→ Regional/Area Director Regional/Area Director →→ Corporate Corporate
Director Director →→ Chief Operating Officer Chief Operating Officer
安防安防经经理理//主管主管 → → 区域/地区主管 →→ 公司总经理 → → 公司营运总裁
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
•• Security Manager must report to GM/RMSecurity Manager must report to GM/RM
安防安防经经理必理必须须向向总经总经理理//区域区域经经理理汇报汇报
•• Security cannot report to HR / Engineering / Housekeeping / Security cannot report to HR / Engineering / Housekeeping /
FinanceFinance
安防部不能向人事部安防部不能向人事部//工程部工程部//管房部管房部//财财政部政部汇报汇报
•• In crisis clear lines of communication up to SLIM level vitalIn crisis clear lines of communication up to SLIM level vital
发发生生紧紧急事故急事故时时，沟通必，沟通必须须清晰至清晰至SLIMSLIM级别级别
Security Structure GuidelinesSecurity Structure Guidelines
安防架构指引安防架构指引
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
SECURITY ORGANISATION CHART SECURITY ORGANISATION CHART
(NORTH ASIA)(NORTH ASIA)
安防安防组织结组织结构构 ( (北北亚亚))
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
REGIONAL/AREA RESPONSIBILITIESREGIONAL/AREA RESPONSIBILITIES
區域區域//地區責任地區責任
•• Monitoring standards and procedures of respective Security Monitoring standards and procedures of respective Security
.
監察相關安防部門的水平與程序監察相關安防部門的水平與程序
•• Developing Security AwarenessDeveloping Security Awareness
培養安防意識培養安防意識
•• Improving communication between hotelsImproving communication between hotels
改善酒店間的溝通改善酒店間的溝通
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
•• Developing risk management awarenessDeveloping risk management awareness
培養風險管理意識培養風險管理意識
•• Implementing structured training/drillsImplementing structured training/drills
實施結構性訓練實施結構性訓練//演習演習
•• Conducting Security AuditsConducting Security Audits
進行安防審核進行安防審核
•• Liaison with Director of Corporate SecurityLiaison with Director of Corporate Security
與企業安防主管聯系與企業安防主管聯系
Regional/Area ResponsibilitiesRegional/Area Responsibilities
區域區域//地區責任地區責任
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
2009 SECURITY AUDIT RESULTS2009 SECURITY AUDIT RESULTS
20092009年保安年保安审审核核结结果果
•• 64 hotels audited64 hotels audited
6464间间酒店接受了酒店接受了审审核核
•• 9 hotels self audited9 hotels self audited
99间间酒店酒店进进行自我行自我审审核核
•• 6 hotels below 80%6 hotels below 80%
66间间酒店低于酒店低于80%80%
•• 36 hotels below 85%36 hotels below 85%
3535间间酒店低于酒店低于85%85%
•• 13 hotels above 85%13 hotels above 85%
1313间间酒店高于酒店高于85%85%
•• Average pass mark 83%Average pass mark 83%
平均合格分数平均合格分数为为83%83%
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
2010 AUDIT EXPECTATIONS2010 AUDIT EXPECTATIONS
对对2010 2010 年年审审核的核的预预期期
•• Hotels not audited in 2009 to be audited in 2010Hotels not audited in 2009 to be audited in 2010
所有在所有在20092009年没参与年没参与审审核的酒店将会在核的酒店将会在20102010年年进进行行审审核核
•• Higher operational scoringHigher operational scoring
提升操作得分提升操作得分
•• More professional investigation and recordingMore professional investigation and recording
更更专业专业的的调查调查和和纪录纪录
•• Monthly Crime and Incident DrillsMonthly Crime and Incident Drills
实实行行每每月罪案与事故演月罪案与事故演习习
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
•• Hotel staff security awareness to improveHotel staff security awareness to improve
提高酒店提高酒店员员工的安防意工的安防意识识
•• Guest Profiling to be InitiatedGuest Profiling to be Initiated
实实施施宾宾客研究客研究
•• Audit System now under review for 2010 – based on standards Audit System now under review for 2010 – based on standards
and processesand processes
正在正在检讨检讨20102010年的年的审审核制度核制度 – – 按照按照标标准及程序准及程序
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
2010 Audit Expectations2010 Audit Expectations
对对2010 2010 年年审审核的核的预预期期
HOTEL THREAT LEVELSHOTEL THREAT LEVELS
酒店的危机程度酒店的危机程度
For our Group we categorize our 68 or so hotels into:For our Group we categorize our 68 or so hotels into:
我我们们把集把集团团旗下旗下6868间间酒店划分酒店划分为为以下以下级别级别︰︰
•• High ThreatHigh Threat
高度危机高度危机
•• Medium ThreatMedium Threat
中度危机中度危机
•• Low ThreatLow Threat
轻轻度危机度危机
This is based on geographical location, prevailing political, terrorist and law This is based on geographical location, prevailing political, terrorist and law
and order order situation.
这这是按照地理位置、当前政局、恐怖份子及法是按照地理位置、当前政局、恐怖份子及法规规情况而定的。情况而定的。
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
SYSTEMS FOR LOW THREAT HOTELSSYSTEMS FOR LOW THREAT HOTELS
轻轻度危机酒店的系度危机酒店的系统统
Basic Systems for Hotels – Low ThreatBasic Systems for Hotels – Low Threat
基本酒店系基本酒店系统统 - - 轻轻度危机度危机
•• Digital CCTVDigital CCTV
数数码闭码闭路路电视电视系系统统
•• One month DVR recordingOne month DVR recording
长长达一个月的达一个月的DVRDVR摄录摄录
•• Motion detectorsMotion detectors
动动作作传传感器感器
•• Metal detectorsMetal detectors
金属金属传传感器感器
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
Basic Systems for Hotels – Low ThreatBasic Systems for Hotels – Low Threat
基本酒店系基本酒店系统统 - - 轻轻度危机度危机
•• Door contact alarmsDoor contact alarms
门户门户接触警接触警报报器器
•• Anti bomb blast blanketsAnti bomb blast blankets
防爆毯防爆毯
•• Permanent (internal) and contractual (external) staffPermanent (internal) and contractual (external) staff
永久性永久性 ( (内部内部))员员工及合工及合约约制制 ( (外部外部))员员工工
•• Annual Security AuditsAnnual Security Audits
年度保安年度保安审审核核
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
Systems for Low Threat HotelsSystems for Low Threat Hotels
轻轻度危机酒店的系度危机酒店的系统统
ISLAND SHANGRI-LA, HONG ISLAND SHANGRI-LA, HONG
KONGKONG
香港港香港港岛岛香格里拉大酒店香格里拉大酒店
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
SYSTEMS FOR MEDIUM RISK HOTELSSYSTEMS FOR MEDIUM RISK HOTELS
中度危机酒店的系中度危机酒店的系统统
•• Perimeter security including infra red cameras for resortsPerimeter security including infra red cameras for resorts
周周边边安防系安防系统统，包括，包括为为渡假村而渡假村而设设的的红红外外线摄线摄影机影机
•• PTZ cameras for key areas (ID Vehicles and people)PTZ cameras for key areas (ID Vehicles and people)
在重点区域在重点区域设设置置PTZPTZ摄摄影机影机 ( (核核实车辆实车辆及人物身份及人物身份))
•• Function and pre function areas covered by camerasFunction and pre function areas covered by cameras
活活动动区域及区域及筹备筹备活活动动区域需被区域需被摄摄影机覆盖影机覆盖
•• Guest profilingGuest profiling
宾宾客研究客研究
•• Vehicle checkpointsVehicle checkpoints
车辆检测车辆检测站站
•• Caller display function for PABXCaller display function for PABX
为专为专用自用自动动交交换换机机(PABX) (PABX) 而而设设的来的来电显电显示功能示功能
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
CHINA WORLD HOTEL, BEIJING CHINA WORLD HOTEL, BEIJING 北京中国大饭店
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
CHINA WORLD HOTEL, BEIJINGCHINA WORLD HOTEL, BEIJING
北京中国大饭店
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
FUTIAN SHANGRI-LA
深圳福田香格里拉大酒店
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
SYSTEMS FOR HIGH RISK HOTELSSYSTEMS FOR HIGH RISK HOTELS
高度危机酒店的系高度危机酒店的系统统
Primarily Anti Bomb MeasuresPrimarily Anti Bomb Measures
基本防爆炸措施基本防爆炸措施
•• Cordons (Outer/inner)Cordons (Outer/inner)
封封锁线锁线 ( (外部外部//内部内部))
•• Baggage x-rayBaggage x-ray
行李行李XX光光检测检测
•• Panic/Intruder alarms for guest roomsPanic/Intruder alarms for guest rooms
宾宾客房客房间间恐慌恐慌//入侵警入侵警报报
•• Vehicle/pedestrian control pointsVehicle/pedestrian control points
车辆车辆//行人控制站行人控制站
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
Systems for High Risk HotelsSystems for High Risk Hotels
高度危机酒店的系高度危机酒店的系统统
•• Security Personnel – screening (metal, sniffer dog, visual, Security Personnel – screening (metal, sniffer dog, visual,
vapour)vapour)
安防人安防人员员 – – 审查审查((金属、嗅探犬、目金属、嗅探犬、目视视探探测测、汽化危、汽化危险险品品))
•• Entry denial (personnel and equipment)Entry denial (personnel and equipment)
拒拒绝进绝进入入((个人或物品个人或物品))
- door immobilizer- door immobilizer
门户发动门户发动机防盗系机防盗系统统
- shatterproof glass- shatterproof glass
防防砸砸碎玻璃碎玻璃
- armed response- armed response
武装防武装防卫卫
- alarm system- alarm system
警警报报系系统统
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
RECENT ADDITIONS TO
SECURITY
近期新增设的保安系统
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
LIFT ACCESS
电梯通道
• Can be either push button/card readers
读取方法可用按掣式或拍卡式
• Readers either insertion or proximity
采用插入式读取器或感应式电子咭
• Normally for 6 star or special case hotels
一般用于六星级或特殊个案酒店
• Advantages include restricted access to floor/floors can be locked down
优势包括可限制进出某些楼层 /楼层可被封锁
• Guests more secure
宾客更安全
• Large Corporations have a preference
多为大规模企业的选择
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
. HONG KONG – 2006 . HONG KONG – 2006 香港世香港世贸贸会会议议 2006 2006
ISLAND SHANGRI-LA ISLAND SHANGRI-LA 港港岛岛香格里拉大酒店香格里拉大酒店
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
BEIJING OLYMPICS
北京奥运
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
SECURITY SITUATION ASSESSMENT
安防情况评估
• Likelihood of incidents?
发生事故的机率？
• By who?
由谁发动？
• Terrorist Incidents
恐怖袭击
• Disruptive elements
分裂性元素
• Natural disasters
天然灾害
• Criminal Acts (explosion)
犯罪行为 (爆炸)
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
PSB ASSESSMENT
公安局评估
• Tibet dissenters
西藏异见人士
• Falun Gong
法轮功
• Xinjiang Muslims
新疆回教徒
• Criminal Elements (Murder of American)
犯罪元素 (谋杀美国人)
• Beijing to lock down, apart from key hotels remainder to look after own
security
封锁北京，其他重点酒店顾全自身安全
• Regional hotels to increase security levels
区域酒店需提高安防程度
• No known external threats
无已知外在威胁
• Spontaneous demonstrations
自发性游行
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
PSB EXTERNAL SECURITY
公安局的对外安防
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
CHINA WORLD HOTEL – OLYMPIC SECURITY
北京中国大饭店 – 奥运之安防
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
PSB SNIFFER DOGS 公安局嗅探犬
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
CHINA ECONOMIC SUMMIT – CHENGDU
中国经济高峰会议 – 成都
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
KEY FACTORS FOR CONFERENCE SUCCESS
会谈成功关键因素
• Early liaison meetings with PSB a Local Govt.
提早与公安局及当地政府进行联系会议
• Thorough recce of venue(s)
彻底搜索场地
• Detailed operational planning required
需要周详的运作计划
• Review manpower resources
重新审核人力资源
• Ascertain PSB manpower commitment
查明公安局可保证提供的人力资源
• Equipment required and from where
需要的工具及其来源
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
SICHUAN REGIONAL PSB
四川市公安局
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
SHANGRI-LA CHENGDU 成都香格里拉大酒店
9 HEADS OF STATE 9位省长
透视跨国企业进驻中国内地市场的保安风险管理
Managing Security Risk in China: Multi-National Perspectives
Managing Risk in China
Shangri-La Hotels and Resorts
3rd June, 2010
AGENDA
•• Group To-dayGroup To-day
•• Security Structure GuidelinesSecurity Structure Guidelines
•• Regional/Area ResponsibilitiesRegional/Area Responsibilities
•• Security Audits and ExpectationsSecurity Audits and Expectations
•• Threat LevelsThreat Levels
•• Security SystemsSecurity Systems
•• Crisis and Risk ManagementCrisis and Risk Management
•• Emergency ResponseEmergency Response
•• Future DevelopmentsFuture Developments
•• QuestionsQuestions
The Group Today
2010 68 Hotels 28,961 Rooms
2012 110 Hotels 46,745 Rooms
Hangzhou
Baotou
Muscat
Dalian
Harbin
Changchun
ShenyangBeijing
Qingdao
Shanghai
Taipei
Hong Kong
Zhongshan
Yangon
Bangkok
Dubai
Penang
Putrajaya Singapore
Jakarta
Surabaya
Kota Kinabalu
Cebu
Manila
Wuhan
Changzhou
Fuzhou
Xian
New Delhi
Suzhou
Kuala Lumpur
Abu Dhabi
Chengdu
Guangzhou
Huhhot
Shenzhen
Beihai
Chiangmai
Cairns
Fiji
Sydney
London
Paris
Vienna
Vancouver
Chicago
Toronto
Las Vegas
New York
Miami
Tianjin
Macau
Doha
Maldives
Ningbo
Wenzhou
Guilin
Urumqi
Bangalore Boracay
Phuket
Manzhouli
Tokyo
Zhoushan
Taiyuan
Tainan
Mumbai
Seychelles
Yangzhou
Ulaanbaatar
Kuwait
Lhasa
Qinhuangdao
Sanya
Recent Openings
Futian Shangri-La, ShenzhenFutian Shangri-La, Shenzhen Shangri-La Hotel, NingboShangri-La Hotel, Ningbo Shangri-La Hotel, WenzhouShangri-La Hotel, Wenzhou
2010 Openings
Shangri-La Hotel, GuilinShangri-La Hotel, GuilinShangri-La Hotel, ManzhouliShangri-La Hotel, Manzhouli
Inner MongoliaInner Mongolia
China World Shangri-La Hotel, BeijingChina World Shangri-La Hotel, Beijing
Flagship Properties
China World Shangri-La Hotel, Beijing
Flagship Properties
China World Hotel, Beijing
China Development
Shangri-La Hotel, Lhasa, TibetShangri-La Hotel, Lhasa, Tibet
Shangri-La Hotel, GuilinShangri-La Hotel, Guilin
SECURITY STRUCTURE GUIDELINES
Organisation Structure Organisation Structure
•• Critical for larger groupsCritical for larger groups
•• Clear reporting lines on operational sideClear reporting lines on operational side
•• Security Manager/Director Security Manager/Director →→ Regional/Area Director Regional/Area Director →→ Corporate Corporate
Director Director →→ Chief Operating Officer Chief Operating Officer
•• Security Manager must report to GM/RMSecurity Manager must report to GM/RM
•• Security cannot report to HR / Engineering / Housekeeping / Security cannot report to HR / Engineering / Housekeeping /
FinanceFinance
•• In crisis clear lines of communication up to SLIM level vitalIn crisis clear lines of communication up to SLIM level vital
SECURITY ORGANISATION CHART (NORTH SECURITY ORGANISATION CHART (NORTH
ASIA)ASIA)
REGIONAL/AREA RESPONSIBILITIES
•• Monitoring standards and procedures of respective Monitoring standards and procedures of respective
Security depts.
•• Developing Security AwarenessDeveloping Security Awareness
•• Improving communication between hotelsImproving communication between hotels
•• Developing risk management awarenessDeveloping risk management awareness
•• Implementing structured training/drillsImplementing structured training/drills
•• Conducting Security AuditsConducting Security Audits
•• Liaison with Director of Corporate Security Liaison with Director of Corporate Security
2009 SECURITY AUDIT RESULTS
• 64 hotels audited
• 9 hotels self audited
• 6 hotels below 80%
• 36 hotels below 85%
• 13 hotels above 85%
• Average pass mark 83%
2010 AUDIT EXPECTATIONS
•• Hotels not audited in 2009 to be audited in 2010Hotels not audited in 2009 to be audited in 2010
•• Higher operational scoringHigher operational scoring
•• More professional investigation and recordingMore professional investigation and recording
•• Monthly Crime and Incident Drills Monthly Crime and Incident Drills
•• Hotel staff security awareness to improveHotel staff security awareness to improve
•• Guest Profiling to be InitiatedGuest Profiling to be Initiated
•• Audit System now under review for 2010 – based on Audit System now under review for 2010 – based on
standards and processesstandards and processes
HOTEL THREAT LEVELS
For our Group we categorize our 68 or soFor our Group we categorize our 68 or so
hotels into:hotels into:
•• High ThreatHigh Threat
•• Medium ThreatMedium Threat
•• Low ThreatLow Threat
This is based on geographical location, prevailing political, terrorist This is based on geographical location, prevailing political, terrorist
and law and order law and order situation.
SYSTEMS FOR LOW THREAT HOTELS
Basic Systems for Hotels – Low ThreatBasic Systems for Hotels – Low Threat
•• Digital CCTVDigital CCTV
•• One month DVR recordingOne month DVR recording
•• Motion detectorsMotion detectors
•• Metal detectorsMetal detectors
•• Door contact alarmsDoor contact alarms
•• Anti bomb blast blanketsAnti bomb blast blankets
•• Permanent (internal) and contractual (external) staffPermanent (internal) and contractual (external) staff
•• Annual Security AuditsAnnual Security Audits
ISLAND SHANGRI-LA, HONG KONG
SYSTEMS FOR MEDIUM RISK HOTELS
•• Perimeter security including infra red cameras for Perimeter security including infra red cameras for
resortsresorts
•• PTZ cameras for key areas (ID Vehicles and people)PTZ cameras for key areas (ID Vehicles and people)
•• Function and pre function areas covered by camerasFunction and pre function areas covered by cameras
•• Guest profilingGuest profiling
•• Vehicle checkpoints Vehicle checkpoints
•• Caller display function for PABXCaller display function for PABX
CHINA WORLD HOTEL, BEIJING
CHINA WORLD HOTEL, BEIJING
FUTIAN SHANGRI-LA
SYSTEMS FOR HIGH RISK HOTELSSYSTEMS FOR HIGH RISK HOTELS
Primarily Anti Bomb MeasuresPrimarily Anti Bomb Measures
•• Cordons (Outer/inner)Cordons (Outer/inner)
•• Baggage x-rayBaggage x-ray
•• Panic/Intruder alarms for guest roomsPanic/Intruder alarms for guest rooms
•• Vehicle/pedestrian control pointsVehicle/pedestrian control points
•• Security Personnel – screening (metal, sniffer dog, visual, vapour)Security Personnel – screening (metal, sniffer dog, visual, vapour)
•• Entry denial (personnel and equipment)Entry denial (personnel and equipment)
- door immobilizer- door immobilizer
- shatterproof glass- shatterproof glass
- armed response- armed response
- alarm system - alarm system
RECENT ADDITIONS TO SECURITY
LIFT ACCESS
• Can be either push button/card readers
• Readers either insertion or proximity
• Normally for 6 star or special case hotels
• Advantages include restricted access to
floor/floors can be locked down
• Guests more secure
• Large Corporations have a preference
. HONG KONG – . HONG KONG – 2006
ISLAND SHANGRI-LAISLAND SHANGRI-LA
BEIJING OLYMPICS
SECURITY SITUATION ASSESSMENT
• Likelyhood of incidents?
• By who?
• Terrorist Incidents
• Disruptive elements
• Natural disasters
• Criminal Acts (explosion)
PSB ASSESSMENT
• Tibet dissenters
• Falun Gong
• Xinjiang Muslims
• Criminal Elements (Murder of American)
• Beijing to lock down, apart from key hotels
remainder to look after own security
• Regional hotels to increase security levels
• No known external threats
• Spontaneous demonstrations
PSB EXTERNAL SECURITY
CHINA WORLD HOTEL – OLYMPIC
SECURITY
PSB SNIFFER DOGS
CHINA ECONOMIC SUMMIT -
CHENGDU
KEY FACTORS FOR CONFERENCE
SUCCESS
• Early liaison meetings with PSB a Local
Govt.
• Thorough recce of venue(s)
• Detailed operational planning required
• Review manpower resources
• Ascertain PSB manpower commitment
• Equipment required and from where
SICHUAN REGIONAL PSB
SHANGRI-LA CHENGDU
9 HEADS OF STATE
DALIAN ECONOMIC SUMMIT
SHANGRI-LA XIAN
SHANGRI-LA QINGDAO
LARGE LCD SCREENS IDEAL FOR
EVENT MONITORING
HOTEL CRIME – GUEST ROOM THEFT
DRUGS AND FIREARMS
MUMBAI 2008 – TARGETS
MUMBAI – THE ONLY TERRORIST
ARRESTED
MUMBAI CONT/D.
MUMBAI –LESSONS LEARNT
• Terrorists infiltrated Taj – access control/screening
• Explosives and Weapons stored on site
• Thorough recces conducted by terrorists
• Key points for attack well thought out
• Security Control Room not secure
• Random execution of staff and guests
• High Risk Profile ?
JAKARTA – RITZ/MARRIOTT
RITZ-CARLTON , JAKARTA
JAKARTA BOMB MAKING EQUIPMENT
LESSONS LEARNT
• Conduct regular audits
• Make sure equipment is working
• Ensure sufficient cameras in key areas
including porte cochere, front desk reception,
lobby and guest corridors
• Learn to profile walk in/cash paying guests
• More thoroughly check baggage
Sichuan Earthquake – 12th May, 2008
An earthquake, magnitude , struck Sichuan province of China at 2:28PM,
May 12, 2008. The epicenter of the earthquake, Wenchuan, is about 90 miles
from Chengdu. The earthquake released more energy than 500 atomic
bombs, 30 times more than the Kobe earthquake in Japan, 1995. By May 19,
there are more than 32,000 confirmed dead, more than 20,000 still missing,
and more than million houses collapsed or heavily damaged.
Sichuan Earthquake
Devastation
SICHUAN EARTHQUAKE – LESSONS
LEARNT
• Need third possible Command Post/Crisis
Management Centre
• Too reliant on mobiles/need more walkie talkies
• No black spots
• Heads of dept. need hard copies of Crisis/Loss
Prevention Manuals
• Require more evacuation drills
• GM/RM need better working knowledge of manuals
CURRENT RISK AND CRISIS MANAGEMENT CURRENT RISK AND CRISIS MANAGEMENT
STRATEGIESSTRATEGIES
Crisis Management Manual, Loss Prevention Crisis Management Manual, Loss Prevention
Manual and Security Operations ManualManual and Security Operations Manual
Cover:Cover:
•• Bomb ThreatsBomb Threats
•• ExplosionsExplosions
•• Fire Fire
•• EarthquakesEarthquakes
•• Tsunamis – Kidnapping – Blackmail – RobberyTsunamis – Kidnapping – Blackmail – Robbery
•• SOPs and day to day coverageSOPs and day to day coverage
•• Available on Shang IntranetAvailable on Shang Intranet
EFFECTIVENESS OF CURRENT RISK AND CRISIS EFFECTIVENESS OF CURRENT RISK AND CRISIS
MANAGEMENT STRATEGIES – MARRIOTTMANAGEMENT STRATEGIES – MARRIOTT ? ?
CURRENT RISK AND CRISIS MANAGEMENT CURRENT RISK AND CRISIS MANAGEMENT
STRATEGIESSTRATEGIES
Effectiveness – Current SystemEffectiveness – Current System
•• Annual Review of CM and LP ManualsAnnual Review of CM and LP Manuals
•• Periodic review of Latest security equipmentPeriodic review of Latest security equipment
•• Annual Security Audits (all hotels)Annual Security Audits (all hotels)
•• Newly expanded Security Organisation Structure to cover Newly expanded Security Organisation Structure to cover
Corporate, Regional and AreaCorporate, Regional and Area
•• Regular use of Security ConsultantsRegular use of Security Consultants
•• Developing Effective Information and Intelligence NetworkDeveloping Effective Information and Intelligence Network
•• New style drills . bomb threat, suspicious object, penetration New style drills . bomb threat, suspicious object, penetration
teststests
FUTURE DEVELOPMENTS AND JOINT FUTURE DEVELOPMENTS AND JOINT
STRATEGIES IN THE INDUSTRYSTRATEGIES IN THE INDUSTRY
Common ThemesCommon Themes
•• Evolution of tactics in step with evolution of security/preventionEvolution of tactics in step with evolution of security/prevention
•• Security must continue to adaptSecurity must continue to adapt
•• TargetingTargeting
- - Known Western or even Chinese targetsKnown Western or even Chinese targets
- - Selection of “Soft” targetsSelection of “Soft” targets
- - Study of targets to determine greatest injury (bars, lobbies, Study of targets to determine greatest injury (bars, lobbies,
special events, public transport, restaurants)special events, public transport, restaurants)
FUTURE DEVELOPMENTS AND JOINT STRATEGIES FUTURE DEVELOPMENTS AND JOINT STRATEGIES
IN THE INDUSTRYIN THE INDUSTRY
EquipmentEquipment
Tel Aviv Airport & London Underground introduce vapour and metal Tel Aviv Airport & London Underground introduce vapour and metal
detector body scannersdetector body scanners
•• Vapour detectors that can detect up to 20 explosivesVapour detectors that can detect up to 20 explosives
•• Scanners and x-ray machines standard for lobbies, luggage, Scanners and x-ray machines standard for lobbies, luggage,
deliveries and staff entrancesdeliveries and staff entrances
•• Biometric readers for selected guests and all staffBiometric readers for selected guests and all staff
•• LCD Screens plus MATRIX CCTV manager system standard for LCD Screens plus MATRIX CCTV manager system standard for
all hotelsall hotels
•• X-ray screening for vehiclesX-ray screening for vehicles
•• Proximity cards for front and heart of houseProximity cards for front and heart of house
•• Lift access cards for guest floorsLift access cards for guest floors
JAKARTA – VEHICLE X-RAY SYSTEM
ARCHWAY DETECTORSARCHWAY DETECTORS
PUDONG SHANGRI-LA – SABRE 4000
CATS CLAWS
ANTI EXPLOSION BLANKET
(MAKE SURE YOU GET THE RIGHT EQUIPMENT)
NEW ADDITIONS TO SECURITY –
MAKATI’S FINEST
103
Shangri-La Hotels & Resorts
Thank You
