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Maintaining Quality Security Standards in the Hospitality Industry

Degradation in the maintenance of high level security solutions is often experienced in the hotel security segment, which is why it has become significant to provide these clients with a tailored security offering ensuring total satisfaction.


Centurion, Gauteng, South Africa - Perhaps an unchartered territory for some, security in hotels has been positioned in a different spectrum, as opposed to its more familiar, expected areas of placement in the industrial “hardcore” premises’ segment.

“Hotel security, with regards to the guarding element, requires security officers that are fully trained (PSIRA registered), skilled and knowledgeable, and of course, presentable and well-groomed”, Herman Mulder, Managing Director of Elite SA Security Solutions states, “especially where the service offering and visual appearance of all physical and intangible of service elements in the hospitality industry is of great significance, it is imperative to the hotel / lodge to have in place a security guarding solution that runs concurrent with their presentability and service standards.”

 “On the other side of the fence, where the private security industry is served with a number of security companies, it has especially come into factor lacking in some areas of the security industry, is a high level of participation in client contact and on-site experiences which affects the quality of the service provided,” Mulder says.

In perspective, it has come into view that a 360-degree security offering is very much in need in the hospitality industry, where Elite SA Security Solutions adds value to their hotel security offering and provides a full service security solution that is transparent in all aspects of service delivery. Furthermore, it is not only imperative to offer an excellent security service or concept thereof, but also to maintain and uphold the quality and level of security services provided to these hotels and lodges.

For the purpose of surveying an establishment’s security and quality standards, Elite SA Security Solutions follows a structured approach of analyzing, measuring, reviewing and scoring: Firstly, the premises must be inspected in order to ensure that all physical security measures are in place, for instance fencing, surveillance, presence of security guards and equipment. Thereafter, perspectives of the guests, personnel and managers of the establishment are analyzed in order to rate the overall satisfaction toward the existing security guard company at the hotel / lodge at hand.

Elite SA also takes into consideration the measuring of the level of service delivery with regards to the existing security company in terms of basic service elements relating to the current: security guarding service, security guard duties and achievements, specific security training of the security officers /security guards, and whether hotel security procedures are followed, which impacts on the overall service delivery aspects.

“The quality of the specific hotel security service elements that are available is to be reviewed, in order to indicate the output quality of the service elements which are measured in terms of whether they are present, and the degree of satisfaction of the performance of these service elements,” Mulder articulates. The results of the above mentioned are recorded, where the outcome (the security rating of the establishment) indicates the quality of performance of the current security offering.

The outcome is then utilized to specifically focus on improving current guarding services and hotel security management, ensuring that these standards are constantly followed up, where high levels of quality and client centricity becomes the point of focus in all areas of Elite SA’s service delivery.

“By involving clients in the service experience and building a relationship with them is what really sets one security company apart from the other. Through client participation, the service provided is constantly improved upon and the clients’ needs are met through constant communication,” Mulder concludes.

Elite SA Security Solution is a private security services provider located in Centurion, South Africa and can be visited online at . With 15 years of expertise in the security industry, Elite SA specializes in providing guarding operations, special investigations, undercover operations, security training, and risk management to its industrial and corporate clients.


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