Security management of the hotel industry in Malta

Abstract

A hotel is a location that could be accessed by any one including potential offenders. The solution is to achieve a balance between hospitality and security (Groenenboom & Jones, 2003). Security is the liberty from anxieties, terrorisations or jeopardies and the desire to be safeguarded (Buzan, 1991; Hall, Timothy & Duval, 2004; Parasuraman, Zeithaml & Berry, 1985). This research analyses how all eleven five-star hotels in Malta, four four-star hotels in high criminogenic areas in Malta and a company providing security services deal with security management. This study examines the methods used to cope with crimes committed in hotels, which security measures and procedures could minimise the crime rate and amplify the hotels’ security. This dissertation utilised the qualitative research method and semi-structured face-to-face interviews with sixteen participants to collect detailed data on security management and hotels. It is construed that several crimes occur, but the most repeated crime is theft. Security policies that help to reduce crimes and to improve the level of security are additional security guards, new security procedures and supplementary coaching for employees. Safety measures that are required are more advanced security measures. This thesis discovers the countless standpoints of the word ‘security’; the main onuses of the security manager and the reasons why offenders target hotels. This study reveals the procedures that are followed every time a crime is performed; if the police are notified and which security policies and measures currently protect hotels. Moreover, this research divulges which is the ideal security system; if security management is given prominence by the hotel executives; how to find equilibrium between security and hospitality and if the security managers consider help from external security companies. This dissertation ends by providing a list of recommendations to improve current policies and introduce new ones together with suggestions for future research.