Safety, Security, and Travel Documentation PDF

Safety, Security and Travel Documentation BHM-703T UNIT: 01 SAFETY, SECURITY AND HOTEL Structure 1.1 Introduction 1.2 Objective 1.3 Best Practices of Safety and Security: A Study of Taj and Oberoi Hotels, Mumbai...

Safety, Security and Travel Documentation BHM-703T UNIT: 01 SAFETY, SECURITY AND HOTEL Structure 1.1 Introduction 1.2 Objective 1.3 Best Practices of Safety and Security: A Study of Taj and Oberoi Hotels, Mumbai 1.4 Security Departments of Hotels 1.5 Guidelines for Security in Hotels 1.6 Dealing with various Emergency Situations 1.6.1 Dealing with Fire 1.6.2 Dealing with Death 1.6.3 Dealing with Crisis 1.6.4 Dealing with Disaster 1.7 Significance of Safety and Security 1.8 Summary 1.9 Glossary 1.10 References/ Bibliography 1.11 Suggested Readings 1.12 Terminal Questions 1.1 INTRODUCTION Safety and security is the major concern among all the living creature of this universe. It is also described by Maslow through his Need and Hierarchy Theory. The safety and security does not confined to life only but it also emphasizes on job, health and environment. When we think for safety and security especially in hotels, automatically it comes on the part of tourists. As we know tourism is a recreational activity in which a tourist leaves his/her home to a distant place and safety and security is a major challenge for him/her. At this (new and unfamiliar) place he/she has to stay somewhere so that he/she can feel safe. Thus, some short of means of shelter is required to keep himself/herself safe from unforeseen circumstances. The moto of hospitality industry emphasizes that Guest is God and the God should be provided safety and security. The guests coming to the hotel must be given safe and secure environment so that their stay must be comfortable and enjoyable and over all the hotels are gaining monetary benefit from those guests. It is the moral and ethical responsibility of the hotels to protect guests from any mishap leading to their death and loss of baggage. The hotels are also aware that if they fail in providing safety and security to guests, the bad reputation tag will be tagged and it will affect their business in many folds. It has also been seen that hotel keeps on hiding the information of some eminent person/ VVIP/ celebrities movement in their premises because it will create chaos and hamper the smooth functioning of the hotel. It is a good practice to not disclose the identity of such persons and hotels are doing just to provide such guests an environment where such persons can feel safe and secure. The Uttarakhand Open University 1 Safety, Security and Travel Documentation BHM-703T hotels are putting a lot of efforts in curbing terror attacks and crimes by keeping an eye over suspected guests through various tools and technologies and also helpful in preventing other casualties caused due to nature. The ambience of the hotels itself describe that the hotel is very much concerned about the safety and security of not only the guests but their belongings as well. It is observed that safety and security concern is not limited to the guests only but yes, it has been extended beyond it. It also encompasses the hotel employees, the property and the tangible and intangible assets which are helpful in making the stay pleasant. However, the value of a hotel is estimated by its assets and that‟s why the safety and security concern other than guests are highly required by the hotels. The word safety and security are used together but it has literary differences too. Safety has been defined as a condition in which a person is being protected from harm caused by unintentional failure while security is defined as a condition in which a person is being protected from harms caused due to intentional human behavior or actions. So, in the present unit we will be discussing about the relevance of safety and security in the hotel industry along with the case studies of various hotel chains. 1.2 OBJECTIVE After reading this unit the students will be able to:  Understand Safety, Security and its types and significance  Know the best practices of Security and Safety in Hotel industry  Understand the term “emergency” and the ways to deal with different emergency situations 1.3 BEST PRACTICES OF SAFETY AND SECURITY: A STUDY OF TAJ AND OBEROI HOTELS, MUMBAI The hotels in order to fulfill their safety and security needs, have implemented proper safety and security system to protect their employees, guests and their belongings, tangible assets such as artifacts and décor, equipment and appliances, raw materials, grocery items and goods pertaining to various departments like production, housekeeping and front office along with intangible assets like garden and surroundings. The incident of 26/11 terror attack at Taj Hotel and Oberoi Hotel, Mumbai was an eye opener for many of us who were earlier advocating the privacy of the guests and did not allow the scanning and frisking of the guests and cordoning of guest‟s room (in some cases only). After this terror strike, almost all the popular hotels reviewed their safety and security system to cope up with any similar situation likely to happen in near future. The personnel from defense services were also impaneled for their expert advice and suggestion. However, the success of safety and security lies in the fact that everyone i.e. employees and guests should adhere with policies, procedure, strict rules and regulations Uttarakhand Open University 2 Safety, Security and Travel Documentation BHM-703T and instructions provided by the hotels time to time. The Taj Hotel, Mumbai, review its risk assessment on regular interval to incorporate and update its safety management features. Safety committees are deputed by The Taj Hotel Group to conduct monthly audits of the hotels in the light of the applying appropriate risk mitigations if any. The offices of the hotel are incorporated with safety and security features which are in the pattern of latest industry trends and regulatory requirements. Even these are also reviewed on regular basis to incorporate changes if required. In order to achieve its objectives, The Taj Hotel, Mumbai often organizes safety awareness programmes, workshops and safety weeks in collaboration with independent safety experts. The Taj group of hotels has conferred an award to its hotels for opting and performing best in safety aspects. The Taj Hotel, Mumbai reviewed its safety and security systems and implemented many new procedures after receiving inputs from many defense experts. Their policy itself says that the profit of the hospitality industry is based on the safety and security system which it provides to the guests in terms of bringing satisfaction and loyalty. In the initial phase of their safety plan, the Taj Hotel, Mumbai established collaborations with foreign organizations who had world class expertise in various terror operations. The Taj Hotel Mumbai, however provided extensive training to its security personnel in consultation with many international and national security experts and even they were sent to overseas to meet out the objective. The security personnel are equipped with bollards and similar appropriate technologies and also scanning machines have been installed for baggage screening and above all personal frisking has been mandate to be done by metal detectors. Separate male and female security personnel have been deputed for frisking of male and female guests. The dog squad is also invested to the hotel to prevent any mishap caused due to improvised weapons. The hotel also gives emphasis on organizing awareness programmes especially for the hotel guests and employees. In the process of winning confidence of guests regarding safety and security issues, the Taj Hotel, Mumbai is one which has opted for OHSAS 18001 certification. The Taj Hotel, Mumbai has also installed safety management devices throughout the hotel premises that keep on reminding the people (guests and employees) regarding issues related to health, safety and work place culture. The Taj Hotel, Mumbai has installed CCTV cameras of high quality and security personnel are constantly watching the movements of each guest and their behavior. The Taj Hotel has opted for floor security. Under these system, the guest is supposed to access those areas for which he/she is entitled. Like, if the guest‟s room lies on third floor, the lift will stop at its designated floor only and thus, the guest‟s movement can be restricted to its floor. Every room has been placed with safety procedure cards also known as “Credo Cards” indicating do‟s and don‟ts to be followed during any emergency circumstances. In case of vehicles approaching towards the Taj Hotel, all the vehicles have to pass through a barrier, which is under control by the Taj Hotel‟s own security personnel. As soon as the vehicle is stopped, its trunk and hoods are thorough check, and after satisfaction, the vehicle is allowed to proceed towards parking area or porch area. Uttarakhand Open University 3 Safety, Security and Travel Documentation BHM-703T So far As Oberoi, Mumbai is concerned, it is the first one who introduced Bollard based safety. Bollards are basically hydraulic cylinders that lie under the surface and is being controlled by button. It is used as a device against anti-terrorist activities. It is also responsible for averting any terror strike carried out in the form of a speeding vehicle. An orientation cum training programme of fifteen days duration became an essential part of recruitment process. It enables every staff member to be aware of and handle firefighting equipment in any emergency situation, helpful in locating emergency exit gates and may contribute as a disaster management team. It is being organized as an essential part of training for all newly recruited staff members and it is mandate for them to participate and secure minimum 75% marks. Those who are unable to score 75% marks, are given another chance to clear the exam. However, those who are unable to score desired percentile after two consecutive attempts such employees are not entertained to be an employee of Oberoi hotel. Oberoi Hotel, Mumbai created “Emergency Response Team” by re-employing the ex-employees of NSG. They were also deputed in lobby area and at scanner counter. The safety and security of the Oberoi, Mumbai is divided into two parts. First one that takes care of outer premises while another one is responsible for providing hotel inside safety and security. The outer premise is under the control of police that always checks the guest‟s movement through barricades. The safety and security of the inner self of the hotel is taken care by the armed and undercover guards that keep an eye over the every movement. They check the necessary documents of guests against the proof of their hotel reservation and on confirmation they accept the baggage for inspection and x-ray scanning. The guests are then allowed to pass through metal detectors to detect something unwanted. The same procedure is applicable to the employees as well where everyone has to pass through scanner located at entry and exit gates. The Oberoi, Mumbai set an example in implementing safety and security majors. Their rooms are fitted with sensors and rooms will be opened only when the actual guest arrives at the gate. Also, the elevator will lead the guest to the exact floor by sensing the location of the room. This will prevent the guest‟s intention to loiter unnecessarily on every floor. The Oberoi, Mumbai is also destined to provide safety and security to its employees as well. For female staff/s whose shift is over by midnight, the hotel administration with the help of hotel security provides pick up and drops facility from/to their resident/s. This facility is rendered against even if the employee comes by her own conveyance and is provided as an escort service till she enters in her residence. However, there are some more preventive steps taken by the Oberoi, Mumbai to handle any awkward situation. They are as follows: 1. Introduction of PABX system specially for voice recording 2. Introduction of finger print based entry system in room 3. Installation of bullet proof glasses at strategic locations 4. Installation of PA system with multiple language to be used during emergency 5. Installation of CCTV cameras and motion detectors 6. Creation of ample evacuation routes 7. Provision of safe deposit boxes Uttarakhand Open University 4 Safety, Security and Travel Documentation BHM-703T 8. Installation of smoke detectors 9. Implementation of clearly visible marks showing exit gate 10. Installation of alarms at every entry points 11. Introduction of electronic card locking system that includes deadbolt locks 1.4 SECURITY DEPARTMENTS OF HOTELS One of the most important aspect that talks about customer satisfaction in the hospitality industry is security. The security department of a hotel is held responsible for protecting guests and their luggage, employees and staff of the hotel, hotel equipment, raw materials, groceries and other resources of daily use and fund protection. This department provides safeguards to the movable and immovable properties pertaining to the hotel. This department closely works with room division and provides training to the staff members of the hotel to fight against any emergency situation. This department is also responsible for maintaining HIT (Hospitality Information Technology) system that includes all surveillance system installed in the hotel premises. They guard and keep an eye over every movement that is happening in and around hotel through these CCTV‟s. The functioning of security department of a hotel is based on the size and structure of the hotel. The five star properties have the provision of either security head or individual head. Security head is appointed by the HR department while individual head is appointed by the hotel management directly. Security head/Individual head is assisted by four security personnel who are addressed as shift in-charge. They take care of movement of every shift i.e. morning, evening and night. The job role of these security personnel are widespread i.e. whole complex is under their supervision. They cover mainly entrance gate, scanning area, digital recording room (security supervisor cabin) of the front area of the hotel, the back area like the entrance gate for hotel staff and their frisking, receiving mobile handsets from each one and issuing tokens, distributing vehicle passes to the hotel staffs are also done by them. They also assist in procuring consumable materials supplied to the hotel. It is responsibility of this department to receive such items and put entry into the entry register, duly signed by date and timings. The security personnel are also liable for issuing gate passes against damaged items/non- functioning items which are being carried out of the hotel for maintenance or discard purpose. CHECK YOUR PROGRESS - I 1. What do you mean by security? ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _______________________________________________________________________ Uttarakhand Open University 5 Safety, Security and Travel Documentation BHM-703T 2. Write down the major steps taken by Taj Hotel, Mumbai to improve its security. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ 1.5 GUIDELINES FOR SECURITY IN HOTELS A hotel must focus on providing safety to its employees, guests and their valuables, hotel equipment, protection of hotel resources and fund protection. It is the responsibility of the hotels to keep on reviewing its safety and security majors and update accordingly. Though the guidelines for security in hotels vary from country to country and chain to chain but their common agenda is to provide an ambience where all the key players of the hotel component must feel safe and secure. The major guidelines are discussed below: 1. Regarding Guests and their valuables: The guests should be protected from the crimes like murder, killing, abduction, threat from hotel staff or outsider. Should be provided with hygienic and fresh food and drinking water. The guest room should be ensured safe and protected by locking system. The added advantages of this type of doors are that they are supported by electronic devices controlled by smart cards and magnetic strips. It enables the hotel to know at what time the guest checked in the room and at what time. The guest is also supplied in room safes that are operated by key cards. Even some of the smarter safes are equipped with biometric configuration that uses thumb impression or retina scan to open it. 2. Regarding its employees: The backbone of every hotel is its employees and it is the moral responsibility of the hotels to take care of its employees. To provide them with a terror free working environment, the hotel management must focus on deputing security personnel at all the strategic locations, entry points, scanning area, staff entry gate, installation of CCTV cameras. They should also be given staff lockers, insurance, free pickup and drops facility, health schemes and many employee oriented benefits. They should be provided with aqua guard drinking Uttarakhand Open University 6 Safety, Security and Travel Documentation BHM-703T water, training and mock drills over firefighting equipment, evacuation process during emergency situation. The hotel employees of every functional department must maintain the dress code as per industry requirement. 3. Regarding hotel equipment: The delivery part of the hotel operation is dealt by the equipment and hence it is utmost required to take care of these machines. The major technologies used in the hotels are in the form of lifts and boilers, the instruments used in kitchen for production are technology based and the movable and immovable assets of the hotels like furniture and hotel complex must be protected against fire, flood, earthquake and bomb. The hotel management must ensure that there are proper safety and security devices installed in the hotel that can alarm the staff well in advance to prevent any damage to the hotel. 4. Regarding protection of hotel resources: The hotel administration ensure the contamination free storage of all the perishable and non- perishable food stuff. The whole hotel complex should be treated with proper pest control mechanism. Implementation of total material management may also check the usage and misusage of the resources. The hotel administration may also depute security personnel for keeping all the records of in house supply. 5. Regarding fund protection: Funds are very crucial for any hotel and it must be handle with special care. The hotel makes a policy to put cash at a safe place where limited people can access and after every shift all the cash is kept under tight security and 24x7 CCTV monitoring. The hotel makes a policy that only one employee (confidential) should be held responsible for accessing cash bank. All the entries pertaining to transactions must be done immediately. The person in charge receiving cash should close the cash drawer after every transaction. In some of the five star properties automatic lock is installed in the cash box that asks biometrics for every transaction. However, certain hotels have policy of surprise audit of the cash register of the front office and it is done by the person from the accounting section with the prior permission of hotel management authorities. Other than above discussed guidelines, there are other guidelines that are equally important and directly contribute in maintaining security in hotels. These are: a. Certain hotels have established defibrillation centre in its own premises in collaboration with police and where heart attack guests can be provided emergency help. b. Elevators have been installed specially for guests staying in designated floors. No one other than guests are supposed to use it. c. The hotels have made it mandate for its employees to wear photo identity card provided by hotel during their duty hours. d. Some hotels also maintain emergency manuals to help guests during emergency situations. e. Big hotels also maintain an emergency power backup to provide uninterrupted power to the hotels when it needed. Uttarakhand Open University 7 Safety, Security and Travel Documentation BHM-703T f. The big properties have installed smoke detectors and fire alarms in its every guest room, entire complex and at every floor. It will enable the quick response team (QRT) to identify and respond the place/ area for quick action. 1.6 DEALING WITH VARIOUS EMERGENCY SITUATIONS As we know emergency situation occurs without our estimation. We may confront it at any point of time with multiple forms. The emergency situations are always challengeable and many times it attracts loss of human life and property. The preparedness in fighting against all these emergency situations may minimize its impact on health and wealth. The organizations who peep into the future and plan accordingly may overcome emergency situation. Likewise, fire is a common hazard which is confronted by almost every building. But the advance preparation by organizations may minimize its impact on health and wealth. 1.6.1 Dealing with Fire The hotels are not exceptions in confronting emergency situations. Similar to other buildings, hotels are also at risk of fire. But fire in other buildings and fire at hotels make a big difference in terms of people and property. Being sensitive against fire, the hotels are always at stake leading to threat to life of guest and host. The major causes of fire in hotels are due to smoking, short circuits, gas leaks, open flames and flammable grease, combustible waste and fault in elevator shafts. The hotels can prevent the fire by adopting certain safety measures. Like smoking should be prohibited and should be allowed at certain designated areas called smoking zone. The cigarette butts and live cigarettes should be properly disposed of. The hotel administration must ensure that ash trays are supplied to every guest room to prevent throwing of used cigarette hither and thither. The short circuits can be checked in the hotels by regularly inspecting electronic appliances and identifying the loose wires, poorly fitted electronic devices and insulators. These potential hazards must be brought into the notice of the concern department and remedial action must be taken in priority basis. The functional department also ensure that none of their electronic devices are kept on “on” mode and after using the appliances, it is placed at its place. To check the fire caused due to gas leakage, the cylinders are placed outside the kitchen area and the production manager/supervisors physically monitor the activities in the kitchen. The supervisor in the kitchen also ensures that deep cleaning of the kitchen appliances like chimney, exhausts, grills, ventilators etc must be done on regular basis. The elevator shafts must be greased properly so that the smooth functioning of the elevators can be ensured. However, there are certain strict code of conduct and guidelines from National Building Code of India (NBCI) against fire safety and confirmed to be observed by every hotel. As per this, the hotel will appoint a full-fledged fire officer and will report to chief executive of the hotel. The hotel management will also ensure that the information pertaining to gas mask and fire escape routes must be displayed in online and off line mode. The guest‟s room must have information displayed regarding floor plan, escape routes, stair cases and dos and don‟ts during fire situation. The hotel will also establish a centralized fire command centre at ground floor and possibly at entry gate. The hotel administration must Uttarakhand Open University 8 Safety, Security and Travel Documentation BHM-703T provide training to its employees regarding raising an alarm during fire, use of first aid kit and tackling firefighting gadgets along with making them familiar with evacuation plan and entrusting them their individual role during any emergency situation. The hotel administration will depute a person to call fire services during emergency and will also guide fire men to specific location. The hotel administration will take care of all the safety measures on daily basis and ensure that all the escape routes are opened, housekeeping is doing its job and there is no scope of any hazardous situation. The hotel management will also ensure that testing, inspecting and maintenance work is going on to avert any hazardous situation in near future. The hotel administration will assign strategic locations to install firefighting equipment in accordance with NBCI. A letter depicting hot work permit or work permit is required either from Fire Officer or Security Officer to outside contractor who is about to work inside hotel. The hotel administration will also ensure that the displayed items used to décor the hotel have class I flame spread rating and do not produce harmful gases on burning. Such items should not be placed at position where it may lead to create obstacle during evacuation or exit process, may hide any important notice or sign or obstruct any door or passage. The reflecting mirrors/objects should not be used at placed which are supposed to be used during emergency situation to avoid any confusion. The mattresses use to cover staircases and floors should be ensured that they are not slippery and stacked tightly. The division of the guests on each floor should be in the manners of 60:40 ratio i.e. 60 % occupied and 40 % kept reserved. The less number will help authorities during evacuation process. The safety lies into the hands of guest as well. The hotel administration takes all the pain to curb out emergency situation caused due to fire but sometimes the role of guests are equally important in overcome any unforeseen situation. As soon as the guest arrives in the hotel, it is expected that he/she must take a look of their floor plan and evacuation routes, staircases, exit and emergency exit gates, nearby fire alarm and also go through the manual provided in the room. During the fire situation, leave and close the door of the room, sound the alarm and proceed towards staircases/emergency exit gate and it is advisable that avoid using elevator. It has been seen that major fatalities has been caused due to smoke inhalation, so certain tips can help guests out in minimizing the death tolls. During the fire the guests can crawlon floor and put water soaked cloths on the door. This process will check smokes to come out from the fire area. Hotel fire can also be checked if the guest will not use beds, sofas and other places as a means of comfort to enjoy smoking. These areas where the smoldering butts cannot be traced easily. So while leaving/checking out from room, a small inspection can avoid fire event. Also, it is assumed that the guest will not dump ashes directly to the wastebasket and never use electronic appliances other than that they are provided to fulfill a purpose. 1.6.2 Dealing with Death Death is an inevitable truth of this world. Any one may die at any place and at any moment, whether it is a work place, home, travelling, playing, enjoying or even holidaying no maters. The major reason of the deaths in the hotels are caused due to drug abuse or suicide. There are few deaths that have been reported by hotels and major cause of such deaths are due to heart failure. The hotels generally follow certain guidelines divided into three categories i.e. preserving the scene for police investigation by the hotel Uttarakhand Open University 9 Safety, Security and Travel Documentation BHM-703T authorities, safeguarding the guest‟s personal belongings and removal of dead body and cleaning up process of the guest room while handling with the dead guest. The details of the handling procedure is given below: 1. While declaring the guest dead, make sure he is not asleep or into a state of unconsciousness. After analyzing the vital signs absent such case should be immediately reported to the front office manager though front desk and the front office manager will bring the mishap into the notice of the GM or the resident manager. In some cases security manager is also informed. The general manager/resident manager/security officer will inform the local police station and simultaneously the hotel doctor is also called upon who will check, verify and put confirmation of the death. 2. After receiving the confirmation from the doctor, the details of the diseased like home address, contact numbers etc are retrieved and information is shared with the decedent near and dear by the hotel. 3. The police after doing all the formalities, ask the hotel administration to remove the dead body with the help of coroner and lock and seal the room for further forensic investigation if any required. The dead body will be fully covered and will be carried through stretcher. In this process the service elevator will be used rather than guest elevator. 4. The hotel administration must collect the death certificate from the doctor. 5. The hotel administration will prepare a list that will depict the information like the person who reported the case, date and time, date and time of check in into the hotel by the diseased along with room number, date, time and reason of the death. A proper list will also be prepared by the hotel which will have the details of the belongings and luggage possessed by the guest. The luggage of the dead person will be then shifted to the luggage room and the concerned who is dealing with all these exercises will sign on all the documents as an evidence. 6. So far as the rebooking of such room where any death has been occurred is concerned, it is the responsibility of the hotel administration to request for a clearance letter from police department. After receiving NOC from the competent authority, the room will be opened and treated with chemicals to disinfect and sanitize it and with the permission of the GM/RM the room will be opened for further booking. 1.6.3 Dealing with Crisis As we know tourism and hotel are interlinked and if there is any disturbance in tourist traffic movement (tourism) it will affect hotel as well. In general terms we may define crisis as an occurrence of any threat that hampers the smooth operation of tourism industry. It is damaging the reputation of the destination in terms of safety, security, comfort, attractiveness by spreading the negativity into the minds of tourists causing a down turn in the economy. As there will be a declination into the tourist arrival and expenditure pattern, it will lead towards unemployment and crisis in all the segments of Uttarakhand Open University 10 Safety, Security and Travel Documentation BHM-703T the tourism i.e. whether it is travel agency, hotels, tour operators, Destination Management Company (DMC), souvenir shops owners, restaurants operators, everywhere there will be a turmoil condition and a question of survival will emerge. The major form of crisis that is often confronted by tourism and hotel are natural calamity, economy slum, rise in prices (tax levied), epidemic and pandemic, terrorist activities, violence over destination caused due to political instability, lock down imposed to prevent spreading of pandemic, misdeeds by staff and management, negative reviews of the destination or hotels and customer dissatisfaction. The crisis is not an everlasting event and it will be removed and once again the movement of the tourism industry and other secondary and tertiary affiliations will start flourishing. The biggest challenge in front of hotel industry is to reacting and coping up with situation. The hotels need to establish relations with the locals i.e. administration, police, Fire men, environmentalist, NGO‟s, cybercrime department, banks etc. The environmentalist will suggest hotelier to comply with strict norms while police department will assist hotel in how to be responsive while tracing an unidentified article in hotel surrounding, the fire department will provide assistance in installing firefighting equipment at the strategic locations in the hotels. As hotels have their conference rooms and it can be offered to the concern organizations/departments at discounted rates or sometimes free of cost may create some sense of belongingness. The participation into the local fare and festival will also boost the hotelier‟s relationship with locals and it will act like a supporting hand for them during any crisis. Compromise with certain things can also lead to overcome crisis. As there are certain hotels who are strict with their “no pet please” policy but due to the low tourist movement they relaxed the policy to motivate guests intending to stay in the hotel along with their pets. Hotels offer special incentives to attract travelers like pay for four night and get one night additional free or discounted coupons to redeem during happy hours or casino coupons to play over casinos of the hotel. During power outage, the hotel may request all the guests to check out simultaneously it may also request for blackout party those who want to stay. The hotel administration can also create a corpus with funds provided by themselves and they can ask for a compulsory contribution from every employees as well. This corpus must have a crystal clear norms while utilizing during crisis. If the employees and their family members are protected, then the hotel will be in a position to earn profit. The hotel administration can also take the help of technologies to cope up crisis. The technological advancement will enhance the quality of the security in hotel. Establishing communication with the guests those who have been served in past. It will help hotel administration to establish a customer relation and efforts should be to convert them into a loyal customer. The record keeping is a healthy exercise and can be used for future reference as well. The guest who stayed into the hotel long back may seek any information pertaining to his/her stay, food served, food preparation process and many more at any point of time. A customer will be delighted if as per the guest history records Uttarakhand Open University 11 Safety, Security and Travel Documentation BHM-703T the hotel management may offer the services to him i.e. the choice of meal, the type of room, any special requirement etc. The preparedness in crisis will also have a positive impact on hotel operation. The Hotels have been asked to install CCTV cameras, metal detectors, x-ray screening and bollards to its premises. Even the hotel employees have also provided with the training to fight against any crisis. Cost cutting during crisis can be a wise decision to be in business during such scenario. The major areas of cost cutting can be traced out like all the recruitment process can be withheld, staffs can be sent on vacations, and volunteers can be asked for vacations. The hotel floors where guests have not been turned up, the electric and water supply can be closed. It will save electricity and thus, efficiently man power can be utilized. Crisis management teaches the lesson to survive with in limited available resources. 1.6.4 Dealing with Disaster The major concern of hospitality industry is its services, amenities, guest satisfaction and earning profit by receiving and entertaining guests. The inner self ambience of the hotel may be enough to attract guests to the hotels but the important question lies in this fact that whether the hotel building is strong enough to provide safeguard to the in house guests and employees. The hotel‟s compatibility to fight against flood, hurricane and other natural disaster add extra weightage in the minds of the guests while looking for booking a room. A proper planning in this regard may save the lives of the valuable guests, money to be spent on repairs and damages and many potential litigations that may be confronted during the post disaster incidence. The hotels preparedness in advance against disasters may ensure safety and security along with helping guest to not face any terrific experience. The law also emphasizes that hotel should be liable for accidents that happen due to negligence on their part. So the hotels must ensure that they have ample evacuation plans and spaces, all exit gates are functioning without any impediments and exit door indicators are clearly visible and the hotel CCTVs camera are working and proper monitoring and recording is done, have ample of food stuff, water and other resources available in the kitchen to be served during disaster. The hotel administration can also offer free or discounted accommodation to the victims, volunteers and relief workers. The hotel administration should ensure that it has offered training to its every employee to fight against disaster. The hotel staff must be competent enough to understand the situation and accordingly, the course of action to be followed. When the Taj Hotel, Mumbai was under terrorist attack, it was their staff members who brought guests to the safer places. It was done because the employees were able to sense the impact of such incidents and they focused only on providing safety and security to the guests calmly and without taking care of their own lives. The hotel administration must bind the employees into a team and communicate accordingly like the employee should know whom to report and how to react while dealing against a disaster. Uttarakhand Open University 12 Safety, Security and Travel Documentation BHM-703T The communication system of the hotel should be effective and be accessible to everybody. The hotel‟s website must display the latest information/notices pertaining to disaster. The social media platforms should be used to update the latest happenings and progress to all the stakeholders i.e. guests, community and interested parties of the hotel. There should be provision of direct question and answer facilities also so that the fresh queries and doubts can be entertained. All the guests and employees needs to be connected with in a fraction of moment if any disaster occurs. The hotels may also seek opinion from any restoration company regarding pre-loss assessment so that the hotel administration may purchase insurances against property and physical loss. As soon as the disaster is over and upon feeling that now it is safe to roam around, the hotel administration can take a look of the damages and instruct maintenance and engineering department to take care of the repair or replacements at the earliest so that the hotel operation can be ensured. In the meantime a circular will also be issued to the residing guests to not visit the dangerous area indicated through a map. The hotel administration will also make a file regarding the loss and damages caused due to disaster for the final insurance claim. After doing all these exercises, it is good to engage the staff members in cleaning up process. The hotel staff should be indulged for cutting the unnecessary trees and branches fallen down, removing debris, draining water from the logging areas and drying it for further use. The counseling session followed by a religious rituals before opening for booking can also be helpful in overcoming the trauma felt by the hotel administration. CHECK YOUR PROGRESS – II 1. Discuss some of the guidelines followed by hoteliers regarding safety. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _______________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _______________________________________________________________________ Uttarakhand Open University 13 Safety, Security and Travel Documentation BHM-703T 2. What are the major causes of fire in a hotel? Discuss the strategies adopted by a hotel to curb fire if any in their premises. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ 1.7 SIGNIFICANCE OF SAFETY AND SECURITY Safety and security is important for every individual because it ensures the wellbeing of the concerns. The more the people will be safe and secure, the more it will contribute into society by his/her efforts. Similarly, the organizations are also important so far as safety and security is concerned. If the organizations are safe, it ensures its productivity for a longer time, the employees feel happy and government receives revenue. The hotel organization also considered into the list of safety and security. The profit share of the hotels are based on the turn up of the satisfied guests and satisfaction comes when they (guests) feel safe and secure. Though other components of the services offered by hotels also contribute into guest satisfaction, but safety and security of the guests, employees, assets and reserves are highly recommended. After terror strike in many parts of the world in recent past, targeting the hotels became the talk of the town for many renowned hotel chains. The hotel became the soft targets as many people are gathered at a single place and the target against the crime such as terrorism, theft, assault, murder are solved. The hotels took the help of many safety and security service providers and received suggestions from army retired personnel in coping up the potential hazardous situation. The hotels installed many safety and security features to its premises to ensure nothing go wrong against guests, property and hotel staff. Over all these are the assets of the hotel that bring revenue to the organization. 1.8 SUMMARY To sum up it can be said that safety and security is a prime component that contributes into the mental satisfaction. If a tourist is aware of that he is safe and secure, he/she will enjoy the destination in the desired manner. The hotel‟s safety and security is also Uttarakhand Open University 14 Safety, Security and Travel Documentation BHM-703T important because it provides shelter to those persons who are new to the town. They prefer a place to stay because the need a place where they may feel as they are safe. By seeing the events of frequent terror strike at hotels, the hotels reviewed their safety and security mechanism and upgraded the hotels with latest equipment and technologies that they found suitable in curbing the situation. The hotels formulated policies in which they clearly mentioned that in house training to the employees are must so that they can be a supportive hand during any emergency situation. They reviewed their security features related to room safety, floor safety, emergency evacuation doors, exit and entry points for guests and staff and many more. The hotels also came out with their special security department and formulated guidelines pertaining to guests and its belongingness, its employees, hotel equipment, hotel resources and fund protection to be strictly followed by everyone i.e. guests and hotel staff. The hotels also formulated action plans to fight against emergency situations created by manmade or nature. They formulated course of action to be taken in case of fire, death crisis and disaster. From the above discussions it is clear that safety and security is an important aspect of modern tourism and why it should not be as the hotels are indulged into the business and after all they are promoting destinations 1.9 GLOSSARY Tourism: The motive which pursues a traveler to visit certain place. Safety: It has been defined as a condition in which a person is being protected from harm caused by unintentional failure Security: It can be defined as a condition in which a person is being protected from harms caused due to intentional human behavior or actions. Hotel Resources: The components that contribute into providing guest satisfaction. It includes all the facilities offered by hotel to recreate its guests. Emergency Situation: The situation that cannot be predicted and can arise due to man made efforts or nature. Evacuation Process: The procedure that is being followed by the guests with the help of the hotel staff to be at a safer place during any emergency situation. 1.10 REFERENCES/ BIBLIOGRAPHY  Tourism Security: Strategies for Effective Managing Travel Risk and Safety By Peter Tarlow  Safety and Security in Tourism Relationships, Management and Marketing By C. Michael Uttarakhand Open University 15 Safety, Security and Travel Documentation BHM-703T  Hall, Dallen J. Timothy and David Timothy Duval.  Tourism, Security and Safety (The Management of Hospitality and Tourism Enterprises) -Yoel Mansfeld & Abraham Pizam 1.11 SUGGESTED READINGS  Tourism Security: Strategies for Effective Managing Travel Risk and Safety By Peter Tarlow  Safety and Security in Tourism Relationships, Management and Marketing By C. Michael  Hall, Dallen J. Timothy and David Timothy Duval.  Tourism, Security and Safety (The Management of Hospitality and Tourism Enterprises) -Yoel Mansfeld & Abraham Pizam 1.12 TERMINAL QUESTIONS 1. Write a note on „Best Practices of Safety and Security: A Study of Taj and Oberoi Hotels, Mumbai‟. 2. Define security? Explain the importance of Security Departments of Hotels. 3. List the guidelines of security followed in hotels. 4. As a manager of a five star hotel how you will deal with: a. Dealing with Fire b. Dealing with Death c. Dealing with Crisis d. Dealing with Disaster 5. Write the note on „Significance of Safety and Security‟. Uttarakhand Open University 16 Safety, Security and Travel Documentation BHM-703T UNIT: 02 SAFETY SECURITY AND TOURIST DESTINATION Structure 2.1 Introduction 2.2 Objective 2.3 Destination Images from Tourist Perspective 2.4 The Role of Media in Influencing Consumer‟s Perception of Travel Safety 2.5 Understanding Tourist Security, its importance and Impact on Tourism Industry 2.6 Consumer Awareness of Travel Advisories and Their Influence on Behavior 2.7 Common Problems and Challenges with Hotel and Tourism Destinations Security 2.8 Security Issues at Airports, Railway Stations, Single Women Travelers in India 2.9 Tourist Police and Its Role 2.10 Role of Ministry of Tourism, Government of India/ UN WTO Guidelines/ Advises on safety and Security 2.11 International Issues on Tourist Security 2.12 The Role of Insurance in the Travel Industry 2.13 Summary 2.14 Glossary 2.15 References/Bibliography 2.16 Terminal Questions 2.1 INTRODUCTION Safety and security are vital to providing quality in tourism. More than any other economic activity, the success or failure of a tourism destination depends on being able to provide a safe and secure environment for visitors. In the case of leisure tourists on organized trips, the tourists‟ travel behavior is facilitated by two stakeholders in the tourism system––tour operators in the generating markets and tour operators in the receiving destination. Both share a common objective of mitigating the almost inevitable damage resulting from a change in the security climate of a given destination. Since these stakeholders do not normally coordinate their reactions to security-oriented crises, each has to perform an individual assessment of the other side‟s actions taken to mitigate the damage. 2.2 OBJECTIVE After reading this chapter, the students will be able to:  Understand perception and role of media in influencing consumer‟s perceptions. Uttarakhand Open University 17 Safety, Security and Travel Documentation BHM-703T  Understand the significance of tourist security and problems of tourist destination.  Understand the concept of tourist police and its role in maintaining security over destinations.  Define the role of Ministry of Tourism and UNWTO in maintaining safety and security over destinations.  Know the role of various insurance policies applicable in tourism industry. 2.3 DESTINATION IMAGES FROM TOURIST PERSPECTIVE The image of the destination plays an important role in attracting tourists. This image is being based on the perceptions of the visitors about the particular destination which further leads towards tourist behavior and choice of destination. It has been seen that whenever we plan a holiday, we check so many things about our planned destination. The sources of all the desired information pertaining to this specific destination may be many more ranging from print media to electronic media and even word to mouth publicity. The image of the destination has been picturized by citing good things about the destination like its facilities, location, people (host), food and culture, safety and security etc. All these components, if bind together make a distinct image of destination, which further leads towards attracting more and more tourists. To define an image of destination it can be said that it is a set of components like ideas, belief and impressions that a tourist possesses regarding a destination. The tourists have their own imaginations regarding a destination and it is based on many believes and perception. According to Pike and Ryan (2004) image has three distinct components which are commonly known as cognitive, affective and conative. This image is considered as an amalgam of large number of associations and essential information pertaining with the place.The image building is an important exercise for the destinations because it attracts tourists and bring satisfaction to them. It often creates competition among similar types of destinations and thus, making a confusion among the travelers regarding their choice of destination. Major components of Destination Image can be broadly divided into two parts: 1. Tangible Attributes: Tangible attributes are those components which are available over destination and it supports a place calling it a “destination”. Hotel buildings, infrastructure, attractions etc. are included in this list. 2. Psychological Attributes: These are the components which deals with the individual‟s belief about the destination and often called as cognitive components. It often talks about the tourist behavior and helps in decision making while choosing a destination. Uttarakhand Open University 18 Safety, Security and Travel Documentation BHM-703T Check Your Progress-I 1. Define Destination image with example. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ 2.4 THE ROLE OF MEDIA IN INFLUENCING CONSUMER PERCEPTIONS OF TRAVEL SAFETY Safety and security has been a prime component of tourism when it comes to plan for a holiday. As the place is new and no acquaintance is available and even the basic support of friends and relatives are absent, the most important aspect is safety and security of person and belongings over the destination. A place totally new to a traveler, may not be aware of the actual risk which he/ she can confront. During any crisis the traditional media is very helpful while the smart phones are also liable for the updating of information related to destination. The nexus of smart phones and social media cannot be ignored because the person can access their social account with in a fraction of second and any update can be checked. Generally a tourist may confront the situations over destinations in the form of crime, disaster, diseases like heart attack, natural calamity, weather, cultural barrier and sometimes political risk. Take an example, if I leave my home place for holidaying and in between anything happens wrong due to manmade and natural factors, how come I will be aware of such happenings. So in this way the role of media exists and the timely help in spreading the information may save the life and travail which may be faced by the tourist. In fact the social media has been considered as a reliable source of crisis related up to date information in a quick manner if compared to traditional media. It is also observed that during crisis all the means of social media become active and share the information in their own manner. Sometimes the media helps the travelers by sharing information on do‟s and don‟ts, the contact person along with contact details, and other pertinent information so that the diseased may opt the services on time. Thus, in brief we can say that social media has been proved as an emerging information source that every individual is likely to access during crisis. As a matter of fact, the information related to crisis which may not be easily provided by traditional media is often made available on social media. Also, the younger generation who is technologically shabby and also share certain social media platform, often found inquisitive about crisis information through various social media platforms because it provides original essence of latest information with credibility. There has been a long debate on the credibility of the information shared by traditional media over social media and the users have found that social media is more reliable because it opens the path of two way communication which seems to be more realistic Uttarakhand Open University 19 Safety, Security and Travel Documentation BHM-703T and authentic. There are various examples when social media platforms were used to shorting out the issues raised during travelling. We can recall when social twitter (media platform) was used for eradication of technical fault witnessed by railway passengers and even camel milk was also supplied to the patient during lock down period from Rajasthan to Mumbai in a short span of time.Even Twitter was also used by the Dallas-Fort Worth International Airport to share information with the travelers of an approaching tornado threat and proper safety precautions. So, no doubt social media plays an active role in motivating people in seeking/ sharing information during various crisis. Significance of using social media: There are any purposes by which the users are following social media. Their details are discussed below: 1. The timely shared information may cautious the traveler from any potential crisis like harm, crime, loss of life, political risk, natural calamity etc. 2. The traveler may likely to cope up the crisis which may lead to meager impact. 3. The social media flashes the news first i.e. the firsthand information is being shared by social media which is more authentic and reliable in nature. 4. It crosses the geographical area very fast. 5. To get in touch with outer world regarding the latest happenings. Check Your Progress-II 1. Explain the role of media in influencing consumer perception in travel safety. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _______________________________________________________________________ 2.5 UNDERSTANDING TOURIST SECURITY, ITS IMPORTANCE AND IMPACT ON TOURISM INDUSTRY The word safety and security are used together but it has literary differences too. Safety has been defined as a condition in which a person is being protected from harm caused by unintentional failure while security is defined as a condition in which a person is being protected from harms caused due to intentional human behavior or actions. Safety and security is the major concern among all the living creature of this universe. It is also described by Maslow through his Need and Hierarchy Theory. The safety and security does not confined to life only but it also emphasizes on job, health and environment. Uttarakhand Open University 20 Safety, Security and Travel Documentation BHM-703T As we know tourism is a recreational activity in which a tourist leaves his/her home to a distant place because of leisure and pleasure or fulfill different motives. For him safety and security is a major challenge. At this (new and unfamiliar) place he/she has to stay somewhere so that he/she can feel safe. Thus, some short of means of shelter is required to keep himself/herself safe from unforeseen circumstances. One of the prime component of tourism industry is tourists who contribute into the local economy by their spending. They also bring revenue to the governments by invisible trade. Once the image of a destination get deteriorated due to misbehave, cheating and theft or any hostile behavior shown by the locals may have serious consequences over the tourist inflow and probably it may hamper economics of tourism over the place. That‟s why many countries have concentrated on tourist safety and security. In India, also, the government has talked about seven “S” out which “SURAKSHA” is one of the essential components. The Ministry of Tourism, Government of India is destined to offer safety and security to solo travelers, female travelers and every national and international travelers. Importance of Tourist Security: The destination is being represented by the tourist. The overall satisfaction is being felt by the traveler generates more tourists to the destination, the attributes of the destination brings more satisfied tourists and hence, the destination get converted into a brand. More tourist facilities are increased and supply pattern is being changed. The dependency of the locals on tourism is also increased gradually. More tourist inflow will generate more employment opportunity and the flow of income is maintained. But it all are based on tourist inflow and better services. The safety and security is one of the components that bring satisfaction to the travelers. So a dissatisfied traveler will stop many to visit a place which is not compatible (tourist friendly) to travelers. The destination with negative image (often confronted with agitation, crime, curfew, community clashes etc.) will hardly attract tourist from remote places. So, a tourist centric destination is important not for individual tourists but for every stakeholders who is reaping benefit from it i.e. government, locals etc. Impact on Tourism Industry: For the prosperity of any nation it is utmost required that government should create a favorable environment for tourists to visit. If the governments are considering tourism as a cash cow, they should provide amenities at least of that extent. The slackness in maintaining law and order at destinations may affect tourist inflow. The reputation of the destination will also be affected which may prevent the tourists to visit and revisit. Tourism is a business and in any business investment is required, similarly, tourism development attracts a lot of investments from various stakeholders and imagine if the tourists are not willing to visit what will be the consequences? As we know all touristic activities are meant for solace and peace of mind and any miss-happening will bring all his time and money spoilt. Therefore, the governments are putting a lot of efforts to branding a destination crime free and tourist friendly. In this regard a lot of capacity building programmes and awareness programmes have been launched to signify the importance of tourist safety and security in the prospects of economy. Uttarakhand Open University 21 Safety, Security and Travel Documentation BHM-703T Check Your Progress-III 1. Define tourist security. What is its importance in tourism? ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ 2.6 CONSUMER AWARENESS OF TRAVEL ADVISORIES AND THEIR INFLUENCE ON BEHAVIOR To define an advisory, it can be said that it is a piece of information, bulletin or an announcement that is used to advise and warn people regarding potential hazards. This advisory plays an important role in making aware the tourist regarding their holiday plan and destination, types of preparation required and in fact it is the standard operating procedure (SOP) which is badly required. It can be checked well in advance before finalizing a booking and also during leaving for destination because there is a huge time gap when some books a holiday package and actual journey starts. These advisories are helpful to tourists in many folds but the question is whether tourists use certain sources to access these advisories, how much they rely on these sources and in the last do they really act as per the SOP mentioned in the advisory. The answer to these questions are different because on cannot estimate the number of the tourists. The content of the travel advisory varies from country to country and destination to destination. But most of the common information are related with travel safety and security, health, entry and exit procedure and documents required, local laws and culture, weather and climatic conditions. Travel advisory also share certain dos and don‟ts. It also highlights the emergency contact details for instant help during crisis situation. We should not forget that COVID 19 emerged as a crisis throughout globe and every country released advisory on travelling. Airlines also came forward with their advisories along with SOP, hotel industry opted their own SOP, and special guidelines were launched for tourist, tourism and destinations. Sources of Travel Advisory: There are many sources of travel advisories but the significance lies in the fact that which are the reliable and authentic sources. Statutory Bodies: The advisory in India in always being circulated through the government bodies like Ministry of Home Affairs, Ministry of Environment or Ministry of Tourism when it comes to deal with tourism. All the information are shared through their official websites and links. These are the most reliable sources of information. Social Media: There are certain sources which are linked all together and spread travel advisory. These platforms are called as social media platforms. These are volunteering Uttarakhand Open University 22 Safety, Security and Travel Documentation BHM-703T services and information may be reliable or unrealistic. Twitter, Facebook, LinkedIn, etc are counted in this form of source of travel advisory. Traditional Media: Traditional media like radio and television also shares advisories but it is not possible that every time people are careful to read or listen advisories. It is also considered as a reliable source of sharing advisories. Web Portals of Airlines, Hotels, Travel Agents and other officials dealing with the tourism: The official websites of the tourism stakeholders also helpful in offering essential information on tourism and related activities in their respective countries and areas. It also supports travelers in deciding their holiday packages. Check Your Progress-IV 1. Define travel advisory with example ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _______________________________________________________________________ 2. What are the sources of travel advisory? ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ 2.7 COMMON PROBLEMS & CHALLENGES WITH HOTEL AND TOURISM DESTINATIONS SECURITY Safety and security is utmost required over destination. The loss of life and theft of belongings of tourists along with protecting the ambience of destination is a prime concern. Any destination free from crimes is always a temptation for travelers. Though tourism is a recreational activity in which people travel because of some diverse motivation which we can say is not a cumbersome job. The people spend a quality time with hassle free job over the destinations. They seek a good hotel to stay and relax. If their stay and holidaying is full of misery and be spent with terror, what to describe it. Tourist and destinations are always targeted as a soft target for all types of crimes. Be it prostitution, drug puddling, late nights rave parties, gambling, looting, misbehave, Uttarakhand Open University 23 Safety, Security and Travel Documentation BHM-703T molestation with the foreign tourists, cheating and theft are a common practice that have been observed during tourist season over destinations. It has become a common practice because there is no interference of the government organizations? If any case of crime is being reported the government fulfills the decorum of the task and report of such happenings never being shared in public domain. Let‟s discuss some of the common problems of safety and security of the destinations: 1. Terrorism in the form of lone wolves: There are certain individuals who are radicalized and are ready to sacrifice themselves for the unknown noble cause. This type of terrorism is caused due to identifying 2. Responsibility of Media: Many times it has been seen that media breed hysteria. A small incident is been narrated with such a twist that it becomes a blow out of proportion. The media gives an impression that the particular place is not safe place for visitors and thus tourism get affected. 3. Cyber Crimes: We are residing in such a world where things are just one click away. The plastic money is with us and it is being used for all types of payment made to airlines, hotels, shopping, food etc. For this purpose a computer set up is required which keeps an eye over all the billing process. The most of the fraudulent cases has been reported over the destinations are related to cybercrime in which all the personal e data are stolen and re used through morphed exercises. 4. Quality of food stuffs: The ingredients used by the hotels and restaurants are another treat to life because being a tourist we do not know the quality of the food stuff which are being used for food and beverages services. There is no such mechanism to check the quality of the poultry products, milk products and fruits and vegetables and even the preparation standards. Genetically Modified (GM) foods are highly demanded products but it is not good for health while Chinese salt (MSG) is a cancer causing substance which is often used in restaurants for preparation of Chinese dishes. 5. Lack of tourist police services over destinations: At many of places we do not find tourist police who is there to help tourists during crisis. Though tourism is an industry that supports GDP for many countries but it has been left unattended. A sense of security over destinations may lead to more satisfaction to the tourists. The helpline numbers provided by the governments may work for a particular time slot and sometimes there is none to pick the calls or if even picked up, the response team reaches the spot when everything is almost over. 6. Over Taxation: The tourism has been considered as a cash cow and it is the reason why the governments are imposing so much taxes particularly on tourism related services. It is their faith that tourists are richer and they Uttarakhand Open University 24 Safety, Security and Travel Documentation BHM-703T are here to spend some money and travelers are not their vote bank. It hardly matters for such politicians to increase taxes. But the increased taxes will kill tourism and it will hamper the growth of economy. The local employment whose income is based on tourism flow only will be affected badly. There will be loss in the revenue as well. The guests are always welcomed by hotels because it depicts Guest is God. The accommodation facility has been granted to everyone who is intending to stay and capable to pay. But there are also threat of security in the hotels as well. The details are given below: 1. Unauthorized Visitors: During season time the accommodation units are filled with guests and it is very difficult to identify who is authorized person and who is unauthorized. The hotels must have certain mechanism to check unauthorized person in the hotel premise. 2. Theft: The theft is a common problem which can be seen in almost every hotel. The belongingness of the guest and luggage are often picked up by someone who seems to be the hotel employee but when it is enquired, it seems a spurious person who entered the hotel by pretending himself as an employee. Sometimes guests are also held responsible for carrying out theft in the hotel. The picking up of towels, soaps, ashtrays, hair driers, T.V and AC remote are some of the common items which have been recovered from guests during checking out. 3. Theft from Parking Area: Parking area is most vulnerable to theft because once the vehicle is parked, it seems a guest is relaxed. By keeping all his belongingness in the car, he/she leaves for hotel. It is the high time when thieves are super active and break the glass of the car to pick up the valuable articles like laptop. 4. Disorderly Conduct: When a rock star, super star or cine star stays in a hotel, the public behaves rudely asthey want to get the glimpse of their favorite star. The crowd management is a big challenge because public can be rowdy and create ruckus. The potential damage to hotel property, people and vehicles cannot be ignored. Check Your Progress-V 1. Discuss some of the issues prevailing over tourist destinations regarding tourist safety and security. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _______________________________________________________________________ Uttarakhand Open University 25 Safety, Security and Travel Documentation BHM-703T 2.8 SECURITY ISSUES AT AIRPORTS, RAILWAY STATIONS, SINGLE WOMEN TRAVELLERS IN INDIA The airports have been considered as very sensitive places that may harm many individuals together. After 9/11, all the countries reviewed their security management at airports and made strategies to overcome any awkward situation. The passengers at airports significantly represent a richer section of the society who has been categorized as IP, VIP and VVIP. They travel by air because they want to reach their destination on time. The security issues at airports does not concentrate on the passengers only but it also highlights baggage, cargo, fence checks, inspecting retail sections, enforcing checkpoints along with formulating and executing emergency plans relating to natural disaster, fire and civil threat. However, there are no such full proof system that may ensure 100% safety and security at the airport. There are certain issues which needs to be discussed. 1. Every airport has its uniqueness in terms of serving passengers. The security companies and personnel are trained as per the training manuals provided by the government agencies. However, it is highly suggested that the security personnel must be selected and identified to carry out special duties at airports. The special training and certification courses will enhance their qualification and practical exposure. 2. Automation is required at every airport because many a times we come to know that a dummy passenger entered the airport through a cancelled ticket. The security personnel are not aware whether the holder of the ticket is a genuine passenger. They check the print copy of the ticket and a valid identity proof but there is no such mechanism to trace the passengers entering airport premises with dummy tickets. 3. Safety of runways from wild animals are another concern because open area is always a fascination for wild animals who come out of their holes to run and prey. It affects the safe landing of the air crafts. 4. Clear Open sky for aircrafts is also required because bird hitting is a common phenomenon. The aircrafts are damaged and complains of engine failure often happen due to the bird hitting exercise. Many flights are cancelled due to engine failure and passengers are left stranded with no option. 5. Flights are also unavailable due to fog. The meteorological services at majority of airports get failed during dense fog in winters. The flights are remain cancelled or delayed due to operational reasons. Even sometimes the passengers are grounded to some other airports and from there they are sent to their final destination with some other alternate arrangements. 6. Airports are now a hub of beggars, homeless people, drug abuse and mentally ill people who loiter heather and thither in the airport campus Uttarakhand Open University 26 Safety, Security and Travel Documentation BHM-703T without any reason. The movement of such people should be completely banned in the premises of the airport. 7. The public side of the airports are highly vulnerable when it comes to terror attack which may be confronted in the form of active shooting, baggage filled with explosives, ramming of vehicles into the airport area, weaponized drones etc. 8. The outrage scenes created in the flights by drunkard persons, sexual abuses and misbehave with the flight attendants and co passengers are another issue of safety and security. 9. Potential safety and security threats caused due to airport employee who is indulged in supporting and assisting terrorist. The person can get involved in smuggling drugs, weapons, money laundering etc. Recently, a flight attendant was caught with carrying foreign currencies illegally and that were kept in food pouches, supposed to be served to the passengers with freshness during journey. The direct access to the aircraft might have motivated miscreants to indulge into this type of crime. Security issues at Railway Station: Railways are the backbone of Indian passengers because millions of people travel from one place to another. The railways stations are most vulnerable in safety and security because of number of persons available at a time. The safety and security at the railway station is divided into the following parts: 1. Safety and security of Passengers and their belongingness 2. Safety and security of Railway Assets 3. Safety and security of Trains 4. Safety and security of Employees The major challenges which a railway station may face fall under the category of terrorism, fire, abandoned luggage, entry to restricted area, evacuation process during any emergency situation without much harm. Railway stations are also home to differently abled people, beggars, orphans, widows, young and small children, unauthorized persons and nobody is there to bother. The antisocial elements also become active during night time and always waiting for their preys. The thieves are always waiting for a suitable time to pick the belongingness or pocket of passengers who is standing in a que for ticket, enjoying tea in the cafeteria or busy in chit chat with their friends and relatives. The other group of the miscreants are there to wait for the trains to be into the sheds where they can exercise their motives of theft and other illegal activities. Security issues relating to female solo travelers in India: It has been a debatable topic whether India is safe for female solo travelers. There is a mix response against it. Those who have seen India with in its proximity, have different opinion. However, the common issues which is confronted by majority of the female solo travelers are discussed below: Uttarakhand Open University 27 Safety, Security and Travel Documentation BHM-703T 1. Eve teasing, sexual assaults and attacks: Many of the female travelers have shared their experience of sexual assaults and attacks at destination places, trains and public transport. The individual or group of persons are often indulged into this type of activities. 2. Heat, dust and noise: This is a common issue of every destination. The poorly designed destinations are full of dust and noise and above all the prevailing climatic conditions of the Indian subcontinent is also responsible for creating nuisance to the travelers. 3. Staring, groping and stalking: The solo female travelers are always a prey for anti –social elements. Such elements always keep an eye over such female solo traveler/s (soft target) who can easily be victim. The need of the hour is to protect such travelers from miscreants through certain strict rules and regulations. 4. Getting Sick and feeling lonely: The major challenge with solo traveler is to take care of herself during any emergency situation. If she is ill, sick or met out with any awkward situation, who should be there to take care for her. 5. Friendliness behavior as a part of culture: The solo female traveler, if shows her friendly behavior towards a person, it should not be understood as a symbol of something but it should always be welcomed as a healthy. However, there is no hard and fast rule to curb safety and security issues pertaining to solo female travelers in India but it the sole responsibility of the concern herself how she is reacting/ tackling any awkward situation. The emergency contact numbers and women helpline numbers are always displayed at eye catching points in the cities, the local police station is also marked. It is also advised to such travelers that they should take extra precaution while traveling to destinations. Even general advisories are also issued by the governments time to time. Late night movements in case of pick up and drop from airports railway station, use of late night public transport and parties are always discouraged especially for solo travelers. Check Your Progress-VI 1. Discuss the security issues prevailing over airports in India. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _______________________________________________________________________ Uttarakhand Open University 28 Safety, Security and Travel Documentation BHM-703T 2. What are the major challenges of security and safety at railway stations? Discuss ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _______________________________________________________________________ 3. Explain the issues and challenges related to solo women traveler regarding safety and security issues. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _______________________________________________________________________ 2.9 TOURIST POLICE AND ITS ROLE / TOURIST FACILITATION AND SECURITY ORGANIZATION (TFSO) In the previous contents we have seen how important a tourist is for a country. To provide safety and security to the tourists is top priority for nations whose economy is fully depending on tourism. In India also the advocacy started for establishing certain organizations/institutions who can be helpful in offering safeguard to international and domestic tourists at various destinations. To maintain law and order and to provide safety and security to the tourists is the task of states. Some of the states have already deployed tourist police at prime destinations from their existing police personnel. But due to certain limitations and constrains it was not a wise decision to pull personnel from main corpus. Therefore, the concept called “Tourist Facilitation and Security Organization” was launched by Government of India to fulfill the purpose of providing safety and security to the tourists at destinations, counsel tourists for their safe visit to destinations and to help them in their seamless movement within the state. The added advantage is that the personnel employed are well trained and capable to facilitate and guide tourists in many ways. To encourage states and union territories against establishing Tourist Facilitation and Security Organization (TFSO) the central government is offering partial financial assistance (seed money) for the initial years. Funding: For the initial three years from the date of establishment, the central government will bear fifty percent of the expenditure incurred on this project. The remaining fifty percent (matching share) will be borne by the respective state governments and union territories. For the next three years, the Government of India will Uttarakhand Open University 29 Safety, Security and Travel Documentation BHM-703T bear 25 % share while remaining 75% will be met by the concerned state/ union territories. Pilot Project: Initially three states Uttar Pradesh, Rajasthan and Andhra Pradesh were identified for implementing this project. It was decided that certain individual destination/ circuit will identified from these concerned states. To check the effectiveness of the pilot project, Kushinagar and Shravasti from Uttar Pradesh, Jaipur from Rajasthan and Golconda Fort from Andhra Pradesh were chosen. Deployment of TFSO Personnel: Initially, they were deployed at tourist places assigned with the responsibility to escort the tourist group with in the destination or circuit. They were also deployed at railway station, bus stands and airports or at any place where there deployment is required. Role and responsibility of TFSO Personnel: The major role and responsibility of TFSO are: a. To maintain safety and security at the destination and report the crime if any against tourists to the local administration/ nearest police station. b. To provide necessary information to the tourists for their smooth movement at the destination. c. To make aware tourists about the do‟s and don‟ts of the place, also about the activities of touts and undesirable elements. It will also include the reporting of such cases to the higher authority in curbing the situation. d. To report any emergency situation related to tourists to higher authorities. e. To assist in loss and found activities along with managing traffic and crowd. f. To check unscrupulous practices like gambling, alcohol consumption, drug trafficking or illegal selling of liquors. g. To ensure cleanliness of the destination by advising the tourists to throw their litters at designated places. Tourist Police: In some of the states where TFSO personnel are not working, it is the tourist police who is taking care of tourist destinations and tourists. In general term,a police is a civil force that is responsible for detecting and preventing crime and to maintain law and order. Similarly, a tourist police constitute the similar task but specifically for tourist and tourism. If we turn the history of tourist police in India, it is the Goa state who formulated and executed the concept of tourist police somewhere in 1990. It not only ensured safety and security of the tourists in and around Goa but also helps tourism department in implementing the provisions of Goa Registration of Tourist Trade Act 1982. As per NDTV report, currently tourist police is active in 16 states and carrying out the following duties and responsibilities: a. To control crime and maintaining law and order over the destinations. b. To obtain and collect information relating to the person/s indulged in crime/s over the destination and vigilant over such culprits. c. To ensure that all the crimes reported and registered with the support of tourists. Uttarakhand Open University 30 Safety, Security and Travel Documentation BHM-703T d. To curbthe movement of the unauthorized persons, beggars, hawkers, touts at the destination. e. To ensure hassle free movement of the tourists at the destination. f. To provide emotional support to the tourists during any mishap like cheating, theft etc. g. To share information related to locations, facilities, transport system, authorized shops and shopkeepers, medical emergency prevailing over the destination. h. To assist tourist in identifying right type of accommodation, transportation and other services. i. To intervene in the events like pick pocketing, eve teasing, molestation, drug trafficking and consumption. j. To sensitize tourists regarding local ethos, rules and regulations, do‟s and don‟ts, law and order, special permits and security conditions at destination. k. To inform tourist about the procedure of foreign currency exchange and direct such tourist to approach right banks and counters for the same. l. To act as a liaison with FRRO during immigration situation at entry and exit points. m. To restrict the entry of unauthorized/ unlicensed tourist guides at the attractions and destinations. Tourist Police Station: It refers to any kiosk, place or post designated by the state government to offer policing services to the tourist at the destination. This tourist police post will work under the supervision of SP/SSP. This police station will be established either in permanent shape or moveable set up of fiber or glass furnished with a tables, chairs, small wardrobe and toilet facility. The establishment should be eye catching with a mixture of dark colors, clearly visible from a distance. The name of the tourist police station along with logo should be displayed, the slogan Incredible India should also be engraved to make aware the tourist about the brand of India tourism. Deployment of Tourist Police: The provision of deploying tourist police includes major tourist attractions that includes monuments falling under world heritage sites, entry and exit points like railway station, airports and bus terminals. Along with this, the police can be deputed to major religious shrines, shopping areas, entertainment areas where tourists interacts with touts, hawkers and shopkeepers. The deployment will ensure the hassle free movement of the tourists at these places and it will also build the sense of confidence among them. It may be concluded that tourism is a leisure activity and it should not be hampered because of any unscrupulous practice. To check such practices and to maintain law and order over destination is a prime factor if we really want to promote tourism and talk Uttarakhand Open University 31 Safety, Security and Travel Documentation BHM-703T about customer satisfaction. The tourist police can be a helpful hand in curbing negativity over destinations. Check Your Progress-VII 1. Describe the duty and respons