Merlin Entertainments, the owner of Thorpe Park and Alton Towers, has launched a retraining programme for all staff at its guest hotels following a recent sexual assault case that raised concerns about an industry-wide security issue.
Ramesh Ganeson, vice president of hotel operations and global performance at Merlin, said the attractions group had not experienced problems with room security, but rolled out refreshed training to ensure staff were sticking to strict guidelines on room access and handing out keys.
Security failures blamed on human error
Speaking at the group's Chessington World of Adventures Resort hotel outside London, Mr Ganeson said the sector's room key technology systems were robust and security failures would be caused only by "human error". He said these issues were down to staff "not being trained well enough or being lazy".
Mr Ganeson, who has held a raft of senior roles within Merlin and was previously a top executive at hotel chain Marriott International, said room security failures "will dent the (sector's) reputation, as the guests trust that they're safe to be there outside the home".
Widespread issues found in Travelodge review
It comes as hotels across the sector lead a push to overhaul their security protocols in the wake of the Travelodge case. A review by barrister Paul Greaney KC into the Travelodge sexual assault found room security issues were widespread and not restricted to the one business.
His review was commissioned earlier this year after a woman was attacked at a Travelodge in Maidenhead, Berkshire, by a man who had been given a keycard to her room.
Merlin already ensures its staff undertake rigorous training and role plays, with the group stressing "the safety and security of our guests is always our top priority, particularly as a family-focused resort destination".
Premier Inn reviewing procedures
The boss of Whitbread-owned chain Premier Inn also said it was reviewing hotel staff training and procedures following the Travelodge case. Dominic Paul, chief executive of Whitbread, said: "We took it as an opportunity to look at our procedures and our training for staff."
He added: "When we have spoken with staff, we have been underscoring the importance around our identification and verification processes. We have also reminded guests about the extra lock we have on doors within the room."
"You can never be complacent on safety because it is so fundamental," he said.
Expansion plans continue
Merlin's comments on security follow the group's recently announced plans to open a new Minecraft World Hotel, themed around the global best-selling video game. It will open in the group's Chessington resort in 2027, alongside the Minecraft World theme park land, which is currently under construction.
The hotel will have 69 themed rooms and an immersive restaurant and bar, tapping into mounting demand for interactive and immersive experiences. Merlin has been expanding its hotel offering, with the number of themed rooms across its estate having more than doubled in the past decade to nearly 5,900. Hotels now contribute around 14% of Merlin's worldwide revenues after strong growth in the past few years.
