From One Hospitality Professional to Another: Why Guest Safety Starts with You

Dear hotel and restaurant team members, 

You are the heart of our industry. Every day, you greet guests with a smile, solve unexpected problems, and do your absolute best to ensure that every visitor leaves with a positive experience. You know how to make people feel welcome, comfortable, and cared for. 

But here’s the reality: hospitality isn’t just about great service – it’s also about safety. 

Think about what you would do if you came across a back door left ajar when it should always be locked. Or if a customer, frustrated about bad experience, starts raising their voice at the front desk. These moments may seem routine, but how you respond can determine whether a situation stays under control or escalates into something more serious. 

Workers at every level, from front desk agents to line cooks to managers, play a role in ensuring the well-being of guests. Security isn’t just for law enforcement or designated personnel. It’s for you. Because when something goes wrong – whether it’s an angry guest, a medical emergency, or an unforeseen threat – your response can make all the difference. 

So let’s talk about some ways you can use the same skills that make you great at hospitality to keep your guests and colleagues safe. 

Situational awareness: Seeing more than what’s in front of you 

What happened the last time you noticed a guest looking confused or concerned? You probably stepped in to help without hesitation, right? That instinct – the ability to assess a situation and offer assistance – is situational awareness in action. 

Now, apply that same skill to guest safety. What if you noticed someone behaving suspiciously near the restaurant’s entrance? What if a guest seemed distressed, or if an unattended bag sat in the lobby for too long? In the same way you anticipate a guest’s needs, you can anticipate potential risks and take action before they escalate. 

Here are some ways to work on your situational awareness skills: 

• Sharpen your powers of observation: Start by making mental notes of your surroundings when you enter a room. Who is there? What seems normal? What feels out of place? Personally, as someone who is color-blind, I’ve realized I sometimes have to rely on movement, shapes, and facial expressions more than color cues to notice subtle changes in my environment. This has actually helped me tune into people’s body language, which is a critical skill for spotting unusual behavior. Even if you aren’t color-blind, practicing the habit of looking beyond surface details – like what someone is wearing – and focusing on body language can help you pick up on potential red flags more effectively.
• Stay aware, even during busy times: It’s easy to focus solely on tasks, but you should always take a few seconds every so often to scan the environment. One simple way to build this habit is to set a mental reminder – like every time you walk through a doorway or finish a task, take a quick glance around.
• Encourage a culture of communication: Open and proactive discussions among team members is key to maintaining a safe environment. If you notice something unusual, let a manager or colleague know. Likewise, encourage your co-workers to share their observations. Make it clear that bringing up concerns – whether about suspicious behavior, a broken security feature, or an unusual guest interaction – is a shared responsibility and not an overreaction. In daily pre-shift meetings, discuss situational awareness and emphasize that safety is a team effort because the more comfortable your coworkers feel about speaking up, the more likely potential risks will be addressed. 

De-escalation: The art of turning problems into solutions 

Great hospitality is about creating positive experiences, even when things don’t go as planned. When orders are delayed or a room isn’t working out, your role is to listen, empathize, and find a way make it right for the inconvenienced guest. 

The same skills that help you turn a bad experience into a good one can also help you navigate high-tension situations where safety is a concern. If someone is upset and growing aggressive, your tone, body language, and choice of words can either ease the tension or make things worse. Knowing how to respond calmly and strategically can prevent situations from spiraling out of control. 

Consider these practical approaches to handle tense situations effectively: 

• Stay calm and neutral: Keep your voice steady and your tone even. Avoid raising your voice, even if the other person does – this is not the time to mirror their energy.
• Use open body language: Keep your hands visible, avoid crossing your arms, and maintain a relaxed stance. If you naturally gesture while speaking, keep your movements slow and open to appear more approachable. A deep breath and a quick reset of your posture – relaxing your shoulders and standing tall – can help you stay loose and convey confidence.
• Acknowledge their feelings: Say things like, “I hear you. That sounds frustrating.” Validating their emotions can help to defuse tension.
• Avoid direct orders: Instead of saying “You need to calm down,” “You’re overreacting,” or “That’s our policy,” try “Let’s figure this out together.” This approach shifts the dynamic from authority to collaboration, and it reassures the individual that you are on their side and willing to work toward a solution.
• Know when to disengage: If someone is becoming aggressive and the previous techniques are not working, have a plan for getting help or involving others on the team. 

Emergency preparedness: What to do when it matters most 

Emergencies happen when we least expect them. A guest could collapse in the lobby. A fire alarm could sound during peak business hours. An intoxicated customer could become belligerent and violent. The question is: will you know what to do in those moments? 

Many hospitality professionals assume that emergency response is someone else’s responsibility – security, managers, or local authorities. But in reality, being prepared can mean the difference between chaos and a controlled situation. Knowing where to go, who to call, and how to assist guests safely is just as critical as knowing how to check someone into a room or serve a perfect meal. 

Here’s how to be ready for any emergencies that arise: 

• Familiarize yourself with emergency exits and procedures: Do a quick walkthrough of your workplace and note where fire extinguishers, AEDs, and first-aid kits are located. This exercise will be especially important if you transfer to a new location or are temporarily covering shifts at a different workplace.
• Learn basic first aid and CPR: Even a short online course, in-person training session, or a YouTube video tutorial can make a difference.
• Participate in drills: Practice drills can make the difference between chaos and an efficient, life-saving response. If your workplace doesn’t conduct regular safety drills, suggest them to the executive leadership team.
• Have an action plan for different scenarios: If a crisis occurs, knowing the next steps can prevent panic and keep guests safe. Who do you report emergencies to? What is the protocol for different situations? If your organization has a safety guide that hasn’t been reviewed in years, take a moment to find it or ask your HR director to resend it. If one doesn’t exist, suggest that they create a quick-reference document for your team. 

Securing your facility: Strengthening safety before issues arise 

Ensuring a secure hospitality environment goes beyond emergency response – it involves proactively reinforcing your facility to prevent potential risks and deter crime. When guests see a secure environment, they feel at ease, knowing their safety is a priority. This not only fosters trust but also contributes to a more positive and enjoyable visit. 

These key steps can help to protect both guests and staff in your workplace: 

• Address maintenance concerns before they become hazards: If a door doesn’t shut properly, report it ASAP. If lighting in a parking lot is dim, bring it up to management. Guests may not always notice what’s working well, but they will notice what isn’t, so ensuring a well-kept facility helps ease their minds.
• Identify and document recurring safety concerns: If the same environmental risks keep surfacing over and over, they should be formally tracked and addressed with long-term solutions. This step not only helps resolve ongoing concerns but also creates valuable data for refining overall safety strategies and operational procedures.
• Keep restricted areas safe: Employees can play a key role in keeping private areas secure by ensuring doors to staff-only sections, storage rooms, and emergency exits remain closed and locked when not in use. Report any broken locks, malfunctioning keypads, or surveillance blind spots to management. Also, be mindful of tailgating – when an unauthorized person attempts to enter a restricted area behind an employee – and politely verify their credentials if necessary. If something seems off, trust your instincts and alert a supervisor or security team. 

Safety and service go hand in hand 

When guests walk into your hotel or restaurant, they trust you – not just to provide excellent service, but to keep them safe. 

The best hospitality professionals don’t see security as an interruption to service; they see it as part of service. They understand that a guest who feels safe is a guest who can fully enjoy their experience. They know that their ability to remain calm and collected in a crisis is just as valuable as their ability to offer personalized recommendations or handle special requests. 

So, as you step onto the floor, into the kitchen, or behind the front desk today, remember this: You are not just a host. You are a guardian of your guests’ well-being. 

By embracing safety training, staying aware of your surroundings, and responding effectively to challenges, you’re not just serving guests – you’re protecting them. 

So stay safe. Stay prepared. And keep making the world a more welcoming, secure, and exceptional place for everyone who walks through your doors. 

With gratitude, 

A Fellow Hospitality Professional Who Knows the Power of Preparedness 

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This letter was inspired by the principles discussed at the De-escalation & Active Threat Response Training breakout at the recent CHART conference in Louisville, Kentucky. This session was moderated by Chip Romp of the National Restaurant Association and Jennifer Bonilla of the American Hotel & Lodging Educational Institute, both of whom reinforced how frontline hospitality professionals play a crucial role in maintaining both guest satisfaction and safety. 

You can learn more about the training that they offer at this link: https://www.servsafe.com/access/ss/Catalog/ProductList/261