Ski – resort and regional development: profile of visitors ... - E-Journal

Leisure tourists’ considerations regarding destinations recently experiencing safety and/or security problems
The second question examined the features that make hotel guests feel safe and secure (table
No 6). Participants were asked to check up to three features.
The results show that the “facility’s compliance with fire codes” was the participants’ main
concern (59%). This proves the importance of the correct positioning of exit signs on visible
places as well as the placement of fire extinguishers, fire detectors, etc.
Next in order of importance is the feature of “staff trained in crisis management”. This result
suggests that it might be a good advantage to stress this feature when promoting a hotel and
building up a brand image. It is worth mentioning the Marriott example and its reaction after
the 9/11 terrorist attacks. The Marriott organization clearly understood how the lodging
industry – considered a “soft target” – has had to change since 9/11. Prior to this, health and
safety policies had mostly focused on routine injuries to guests and employees, and the basic
protection of customers. Although these elements are still in place, the focus, behavior and
operations have all changed to give more protection to the company and its guests and
employees in today’s uncertainty of natural and man-made disasters (Kyriakidis & Viles,
2006). In order to prove the abilities of the staff and assure the customers, some hotel operators
have created new security procedures, such as conducting more detailed background checks
on their employees (Enz & Taylor, 2002).
Table No 6: Hotel features that make guests feel safe and secure
Tourism Today - Fall 2007 - Full Paper
55