International hotels seek mix between hospitality, security

— -- The terrorist attacks in Mumbai once again have revealed the delicate balance that large international hotels face, acting as a public gathering place for a sophisticated business clientele without sacrificing security.

Security experts say the standard safety measures in place at most upscale hotels in international business centers could not have entirely prevented last week's invasion of the Taj Mahal Palace & Tower and Oberoi Hotel. But the attacks in Mumbai are triggering new discussions about the proper level of security that should be in place at hotels frequented by business travelers, which often attract large crowds with few limits on access.

"The industry has specific, unique challenges," says Todd Brown, executive director of Overseas Security Advisory Council (OSAC), a federal advisory panel that works with the State Department for global security and safety issues. "They're inviting people in and they want to be hospitable, but some are also operating in an environment that is real threatening, especially with terrorism."

The Association of Corporate Travel Executives on Monday issued a list of security practices that it'll urge hotels to implement, including: providing blueprints or other detailed hotel information to police and fire officials; installing secondary communications, such as a PA system, to inform guests about fires or emergencies; training staffs more efficiently in evacuating guests; and a surveillance system (such as closed-circuit cameras) to monitor access points.

"Not every hotel will have (all the measures) right away," says Susan Gurley, executive director of ACTE. "But by demanding now, it'll be the beginning of new standards."

Some of the procedures outlined by ACTE are already being adopted by many upscale hotels, says Jim Stover, a security consultant who specializes in hotels for security risk management firm Arthur J. Gallagher & Co. While training for supervisors and managers has been adequate, the level of awareness among line employees could be "hit or miss," he says.