Inaugural Prometheus Series Workshop on Crisis Management for the Hotel Industry at Harmony Hall, HTA - Speech By Mr Masagos Zulkifli, Senior Parliamentary Secretary for Home Affairs

21 August 2009

Executive President, Singapore Hotel Association
Acting Commissioner of Police
Distinguished Guests
Ladies and Gentlemen

It gives me great pleasure this evening to meet the participants of the inaugural workshop in the Prometheus Series on Effective Crisis Management.

2. Developed in close collaboration with the Singapore Hotel Association, the Homefront Security Division and the Singapore Police Force, this new initiative is aimed at helping the hotel industry enhance its resilience during and in the aftermath of crises. I am confident that all workshop participants have gained in the last three days, a better understanding and appreciation of the security landscape; the threats the hotel industry faces; the fundamentals in security preparedness measures, and the desired responses required to assist the authorities to manage any crisis arising from a terror attack, effectively.

3. While you may have identified the vulnerabilities and gaps in your existing systems during the course of the workshop, I believe that the session would have also provided you with the essential tools and insights to reassess your existing crisis management plans and refine operational staff processes for a better in-situ capability in managing a crisis at your premises.

Cost of Risk Myopia

4. With the threat of terrorism remaining unabated, the hotel industry continues to remain a potential target, not just for criminals, but also for terrorists. Security analysts have identified three sectors that remain vulnerable to security threats, namely: hospitality, transportation and extraction industries. We understand that some hotels may be concerned that security measures may turn guests off due to the perception of loss of privacy or inconveniences.

It is also not uncommon for businesses to view security as "costs" rather than generating profits for their business.

5. Having participated in this programme, I’m sure that you will agree with me that paying attention to security and developing a robust crisis management system are worthwhile investments that pay large dividends in the long term.

6. Security does not necessarily need to come at the expense of hospitality or service. For example, we can win guests over by handling them professionally and explaining how the stringent security checks will ensure their safety and security. The local hotel industry can develop a unique brand of service quality where security is an integral but unobtrusive part of the hospitality experience.

Fortifying the frontline and The Need to be Vigilant

7. Singapore is an active participant in the global tourism market. Given our status as a developed country with an open and business-friendly economy, it is imperative that the hotel industry not only flourish, but remain well-prepared to respond effectively to any unforeseen challenges.

8. From the twin bomb blasts at the JW Marriot and Ritz-Carlton hotels a month ago, terrorists continue to strike at “soft” targets such as hotels, shopping malls and transportation hubs. It is our duty to not falter in our vigilance and remain alert to any suspicious people who seem out of place, or behaving suspiciously. More importantly, we need to always stay one step ahead of them.

9. Therefore, it is of paramount importance that every hotel staff is adequately trained to react appropriately in times of crisis. Staff training alone, is not enough. Coupled with the training, staff must be regularly tested and exercised to ensure they know exactly what to do when a crisis strikes. Inter-agency and public-private sector participation in exercises like the recently concluded Northstar VII can help the hotel industry better manage crises and also coordinate well with the authorities.

Conclusion

10. The key takeaway from prior incidents seemed to be that no matter how strong our systemic responses are, one will not succeed if our frontline officers, operators and other security personnel on the ground lack the correct training. For our robust frameworks and varied experiences to translate to safety, security, law and order on the ground, both the frontline forces and the domain owners need to be attuned to the operating environment in and around the hotels as a whole. And this is why training opportunities such as this workshop are so important. On this note, I would like to thank everyone involved in putting together this workshop and especially, you, the participants, for taking time out from your busy schedules to be part of this inaugural event. Thank you.

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