Security – Ketenangan Tamu yang Sering Tak Terlihat
Keamanan hotel sering terasa seperti bayangan: ada, tetapi tidak ingin diperhatikan. Selama tidak terjadi apa-apa, petugas security dianggap biasa saja. Namun begitu muncul kehilangan barang, tamu asing yang mencurigakan, atau gangguan di tengah malam, peran security langsung menjadi pusat perhatian. Dalam keseharian, mereka berjalan pelan, mengamati diam-diam, dan memastikan ketenangan tetap terjaga tanpa mengganggu kenyamanan tamu.
Secara akademis, persepsi keamanan sangat memengaruhi keputusan tamu dalam memilih hotel. Penelitian oleh George dan Booyens (2019) dalam Tourism Safety and Security Studies menunjukkan bahwa rasa aman berkontribusi signifikan terhadap loyalitas tamu, bahkan lebih tinggi dibandingkan faktor fasilitas tambahan. Data UNWTO (2021) juga mencatat bahwa insiden keamanan di area akomodasi dapat menurunkan tingkat hunian hingga 20% dalam waktu singkat akibat dampak reputasi.
Di Indonesia, survei internal Perhimpunan Hotel dan Restoran Indonesia (PHRI, 2022) menunjukkan bahwa hotel dengan sistem keamanan terpadu—CCTV, kontrol akses, dan patroli rutin—memiliki tingkat keluhan tamu yang lebih rendah. Ahmad Fauzi, Chief Security hotel bintang lima di Jakarta (wawancara, 2023), menyatakan bahwa tantangan utama security adalah “menjaga kewaspadaan tanpa menciptakan rasa diawasi”. Penelitian Gill et al. (2020) mendukung hal ini dengan menekankan pentingnya pendekatan preventif dan komunikasi interpersonal dalam keamanan hotel.
Kesimpulannya, security adalah penjaga ketenangan yang bekerja tanpa panggung. Ketika tamu merasa aman tanpa menyadari alasannya, di situlah peran security berhasil. Dalam industri perhotelan, rasa aman bukan nilai tambah, melainkan fondasi kepercayaan yang tidak boleh goyah.
TIM
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SECURITY: GUEST TRANQUILITY THAT OFTEN GOES UNSEEN
Hotel security often feels like a shadow—present, yet unnoticed. As long as nothing happens, security officers are rarely acknowledged. However, when theft, suspicious visitors, or late-night disturbances occur, their role immediately comes into focus. On a daily basis, they move quietly, observe discreetly, and maintain order without disrupting guest comfort.
Academically, security perception strongly influences guests’ hotel choices. Research by George and Booyens (2019) in Tourism Safety and Security Studies found that perceived safety significantly contributes to guest loyalty, sometimes outweighing additional facilities. UNWTO data (2021) also shows that security incidents in accommodation facilities can reduce occupancy rates by up to 20 percent in a short period due to reputational impact.
In Indonesia, an internal survey by the Indonesian Hotel and Restaurant Association (PHRI, 2022) revealed that hotels with integrated security systems—CCTV, access control, and routine patrols—experience fewer guest complaints. Ahmad Fauzi, Chief Security of a five-star hotel in Jakarta (interview, 2023), explained that the main challenge is “maintaining vigilance without making guests feel watched.” This aligns with Gill et al. (2020), who emphasize preventive approaches and interpersonal communication in hotel security.
In conclusion, security professionals are guardians of tranquility who work without a stage. When guests feel safe without knowing why, security has succeeded. In hospitality, safety is not an added value, but a fundamental pillar of trust.
THE TEAM
