The General Manager of The JAGZ, Ibadan, Mr Jonathan Odia, has said hotels have a responsibility to guarantee the safety of their guests regardless of their social or economic status, stressing that security is part of the service customers pay for.
Odia stated this while speaking as a panelist at the JAGZ Hospitality Conference 2.0 in Ibadan, where he addressed guest safety, privacy, political entourages and cooperation between hotels and security agencies.
According to him, the primary objective of any hospitality establishment is to provide satisfaction, comfort and safety, adding that guests should be able to stay in a hotel with the assurance that their security is being protected.
Responding to a question on how The JAGZ handles politicians who arrive with convoys of vehicles, security personnel and large numbers of associates, particularly during election periods, Odia said the hotel operates a policy regulating the number of people who can accompany a client into the premises at a time.
He explained that an exception could apply where the hotel’s conference hall has been booked for a meeting or event involving a larger gathering.
Odia said the hotel also considers the impact that large political entourages and crowds could have on other guests and therefore attempts to strike a balance between accommodating clients and maintaining the comfort and security of everyone within the premises.
Speaking on cooperation with security agencies, Odia said the hotel works with law enforcement authorities when requests are made for relevant guest information and financial analysis connected to their activities.
He, however, stressed that hotels equally have an obligation to protect the privacy and security of their customers.
According to him, people patronise hotels partly because they expect privacy and security, making it necessary for management to exercise caution over the amount of information released about guests except where disclosure becomes necessary in relation to criminal investigations.
Odia added that members of staff are trained to identify suspicious activities and potential security threats and to alert the appropriate authorities whenever such situations are observed within the hotel premises or its surroundings.
