Integrating operations in hotels and casinos

ISJ hears exclusively from Frank Rojas, Business Development Manager (Hospitality and Gaming), Traka Americas on the importance of key and asset management in hotels and casinos.

Access control within hotels and casinos doesn’t begin at the outer door; it begins in a meeting room with all relevant stakeholders.

Both are inherently diverse and complex security environments with an array of solutions and systems, which can make managing and monitoring assets and threats difficult.

Operators need to prioritise internal alignment across all teams as threats continue to evolve, as any weakness represents not only a safety risk to guests and staff but also a financial liability should normal business operations be affected.

A consolidated, more integrated approach to access control solutions represents the future of operations, which begins with safeguarding arguably the most important physical asset to any hotel or casino.

Key versus keyless

Physical keys remain a critical asset to operations, both as a primary asset and as a redundant measure in the rare event that a keyless solution malfunctions.

As such, integrated solutions like intelligent key cabinets that communicate with an access control platform are a valuable resource to operators who are seeking a more comprehensive view of key usage.

Managers designate who has access to which key, which reduces the possibility of an employee removing a key they’re not supposed to.

Cabinets notify managers when keys haven’t been returned by a certain time, which helps quickly identify if one is missing and speeds up finding it.

Most importantly, cabinets provide real-time auditing and reporting for operators, who must remain in compliance with regulatory agencies regarding certain security systems or else face potential fines.

A practical example of this is slot machines. Many of them still require physical keys to open and if any of those keys end up in the wrong person’s hands, the result could be significant.

Utilising key cabinets

The applications of key cabinets within hotels and casinos are extensive and it behoves operators to have a clear understanding of how each department is utilising their keys and who exactly needs to have access to which ones.

Furthermore, cabinets need to be positioned strategically, which helps improve operational efficiency.

If security personnel are located in one section of the hotel and maintenance tools and materials are in another, separate key cabinets can be placed in the respective areas to avoid having staff travel from one end of the facility to the other.

This also helps isolate certain types of keys to the cabinets in their area, which ensures only authorised users can remove the keys that are needed for their job.

The same benefits experienced in implementing intelligent key cabinets are seen in modular asset management lockers as well, which are being leveraged in hotels and casinos worldwide for safeguarding essential shared assets like tablets, phones and radios.

Lockers not only provide safe storage and charging capabilities but also allow managers to see holistic usage across departments.

By consistently evaluating how many devices are being used, managers determine how many are truly needed and if resources need to be reallocated elsewhere.

Key cabinets and asset management lockers provide obvious benefits, but it’s how they integrate with an existing security ecosystem that highlights their true value.

Operators are constantly looking to consolidate systems to create a more streamlined infrastructure that’s not only more secure with fewer systems to monitor but also easier to operate for employees.

Solutions that require additional training and don’t communicate effectively with an existing framework can ultimately be detrimental to operations and more cumbersome to manage.

Safety, profitability and satisfaction

“Key management, access control and asset tracking are no longer isolated systems and are instead being integrated into a broader security operations framework,” Ken Gastro, Regional Vice President, Strategic Accounts said.

“This allows properties to move beyond a reactive approach to potential issues and instead be more proactive in addressing both potential opportunities and risks. For forward-thinking industry businesses, this ultimately translates into improved safety, profitability, guest satisfaction and loyalty.”

Proof of impact

Due to the size and scale that many hotels and casinos operate, it can be daunting to consider implementing any solution into an entire facility, let alone a portfolio of locations.

Executives need to have proof of impact regarding any solution, particularly in security and it’s worth integrating them on a phased basis to ensure system-wide adoption.

Consider a hotel in the Midwest that recently switched its key management from an outdated, random return solution to one that utilises fixed return.

They were apprehensive at first, as the previous solution had been a part of their operations for years.

They agreed to a test run of a fixed return key cabinet and after three months, agreed to move forward with implementing it in two more properties.

The internal buy-in was clear and it allowed them the flexibility to evaluate a solution on a smaller scale before investing in a more wholesale implementation.

As hotels and casinos continue to evaluate solutions for nearly every aspect of their operations, the most progressive operators are trending toward a fully integrated landscape.

Consider a scenario where Jim, a maintenance worker, uses a single access credential to not only gain entry to the building but also to the key cabinet and asset locker that stores the keys, radio and phone he needs for his shift. His manager sees that he clocked in at 5:00am and at 5:10am, he checked out the correct master keys needed for his shift.

Across the property, Amanda, a guest services representative, completed her room checks with her mobile credential and returned her tablet to the asset locker near the breakroom.

Both of her transactions were recorded and monitored through the same integrated system that Jim’s were, which not only represents efficient and consolidated operational oversight but also establishes an important security structure should any personnel issue arise.

If either employee were to leave the company, their access would be deactivated immediately, which could reduce the likelihood of them accessing sensitive material or seeking retribution if they were terminated.

The above scenarios paint a clear picture of how hotels and casinos should operate with all solutions tied to a central system.

Aligning for the future

It’s not enough to evaluate physical security technology like key and asset management for their singular benefits, but rather how they fit into an overall operational footprint.

Access control impacts every sector of hotel and casino operations, and all key decision makers like IT, security, HR, purchasing and communications must be aligned with how solutions communicate with one another.

That’s the future of efficient operations and operators who adopt that integrated framework are best positioned to respond to threats that continue to evolve daily.