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Safety and security in the tourism industry is often taken for granted. However, a key branding element of Fiji as a preferred destination is built on the country’s safety – people can freely explore the country and enjoy its beaches, ocean, forests and trails, as well as entertainment and shopping.
From the security provided by smiling police patrols in and around the city, to the quiet perimeter checks by security guards around resorts, hotels, ports, restaurants and shopping areas.
The security we often take for granted is usually ensured by thousands of security guards in various uniforms patrolling on foot and in vehicles, helping you get in and out of places while being vigilant for any form of trouble.
To reduce safety risks, tourism operators must remain aware of and comply with the Safety Industry Act (2010) to ensure their safety measures are effective and meet standards for work, wages and conditions of employment.
It is vital for tour operators to comply with these licensing requirements, whether they manage security in-house or outsource these services, as compliance includes verifying that any outsourced security provider holds a valid Security Master License and establishing clear contracts outlining the provider’s legal responsibilities.
A master license is essentially the legal authorization for a company or individual to engage in security-related activities.
For hotels employing their own security personnel, resorts hiring security consultants or travel companies installing CCTV systems, they all need to have a valid Master License in order to operate legally.
A Master License is more than just a legal obligation; it represents a commitment to the highest security standards within their organization, and failure to comply carries severe legal consequences, including fines of up to $10,000 for organizations, up to $5,000 for individuals, and/or imprisonment.
In the tourism industry, it’s common to see security guards managing the entry and exit of resorts, and most of the time, they’ll wave and say an enthusiastic “BULA!”
During peak season, the friendly security gate staff may also stop you at the resort entrance to confirm whether you are a hotel guest or visiting for a scheduled meeting or seminar.
But the peak seasons we have experienced over the past few years have put pressure on resort and hotel services, with high staff turnover in most locations due to increased overseas labor mobility and the resulting onboarding and training cycles for new employees.
This in turn puts pressure on food and beverage services, which can reach breaking point when a hotel or resort has to accommodate an additional 200-300 conference or forum attendees.
As a result, the average “individual traveler” may be hampered, while international and local visitors who arrive at the resort without a confirmed reservation and wish to stop by for a snack, lunch or even just a coffee during their drive may be turned away.
Larger city hotels with several snack bars and adequate staff may attract unexpected “casual” guests, but resorts and hotels far from tourist hotspots, located in rural areas, often have fewer staff and must better manage their services to prioritize the needs of hotel guests.
These more remote resorts must now take safety more seriously.
Therefore, the security guard at the gate may not allow you to enter. Although FHTA encourages the distribution of explanatory leaflets at these locations to better explain why people are denied entry, conflicts can arise when people decide to argue with security guards about why they were denied entry and the security guards do not explain it clearly enough.
As a result, security personnel may take more drastic measures when dealing with a conflict with someone asking to come in. They may only allow entry to expected guests, visitors, delivery personnel, and employees who are required to show identification.
Allowing in unexpected visitors looking for a coffee or a meal puts more pressure on already high-demand food and beverage services, which can slow down further as demand increases, while leading to complaints of poor or slow service and even perceived discrimination.
Additionally, there are now more restaurants, service stations, shopping and pull-outs along the highway with diners and clean restrooms to welcome travelers.
Little-discussed but widespread security breaches, such as people lingering near beaches and highways or taking personal belongings left by hotel guests around pools and beaches, also highlight the need to better manage security risks, especially as resorts try to cope with high occupancy rates, increasing staffing gaps and/or train large numbers of new employees.
This risk is managed by placing additional security personnel at entrances and exits to reduce pressure on high-demand food and beverage services, maintaining access to restrooms for hotel guests (particularly in pool and beach areas), reducing theft in purchasing and inventory areas, and working to ensure reasonable safety for guests and their families wherever they rest.
The need for good security has increased significantly as people become more concerned about child safety, wary of drug use or trafficking, and even wary of illegal offshore activity at island resorts.
These include discouraging the photographing of children – whether they are tourists or locals – without explicit parental consent.
It is a serious matter for the industry to be able to rely on well-trained security personnel to reduce risks and ensure the safety of property and people while complying with the requirements of the Security Act.
Sometimes everything goes smoothly with few hassles and no complaints, and sometimes everything goes haywire when security personnel fail to meet expectations and complaints need to be dealt with.
Ensuring the safety of tourists is the expectation and practice of the entire industry.
We are very aware that the international media will be quick to exaggerate any perceived risk as they also realise how much our destination brand relies on the safety aspect.
Maybe they envy our efforts and the success we have had so far.
We will continue to work hard to keep it that way because our economy needs this success.
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