In all hospitality work, your staff and property are the backbone of every memorable guest interaction. But in today’s risk environment, protecting them both takes more than compliance. From workplace injuries and extreme weather to verbal altercations and liability claims, hotel operators must rethink workplace safety to be a strategic advantage.
A strong workplace safety plan does more than reduce incidents. It keeps operations running, boosts employee retention and strengthens your brand. Here are four essential steps hotel managers can take to build a safety plan that protects staff, safeguards property and supports long-term resilience.
- Protect Your Frontline
Your staff is your frontline—interacting with guests, handling emergencies and maintaining the property. In a time when 65 percent of hotels face staffing shortages, investing in employee safety and well-being isn’t just the right thing to do—it’s essential for business continuity.
Start by creating a safety culture that emphasizes both physical safety and mental resilience. Employees who are trained to recognize and respond to conflict, harassment or even extreme weather events are better prepared to act with confidence during critical moments. Prioritize training in conflict resolution, de-escalation techniques and reporting protocols, and make it clear that speaking up about safety concerns will never lead to retaliation.
Encourage open communication across all departments and shifts. Promote the reporting of all incidents—even minor ones—to stay ahead of costly claims and identify patterns in near-misses. A strong incident-reporting culture helps surface potential risks like slippery surfaces, poor lighting or gaps in security before they escalate into liabilities.
- Know Your 2025 Risks
Hotels have long planned for traditional risks like fires, guest injuries or theft, but today’s risk landscape is broader. Emerging threats such as human trafficking, pool chemical accidents, HVAC-related health hazards (such as Legionella) and pest infestations (like bed bugs) are increasingly triggering costly lawsuits, regulatory penalties and brand backlash—especially when incidents go viral or lead to guest harm.
Workplace violence is another growing concern. Many assume this refers only to extreme incidents, but nearly 80 percent of nonfatal workplace violence incidents involve no weapon at all. Intimidation, harassment and even verbal threats between guests or employees can quickly escalate and create a hostile work environment. An effective workplace violence prevention program should include a zero-tolerance policy, clearly defined behavioral expectations and swift, consistent disciplinary action.
- Plan For Emergencies
Roughly 25 percent of businesses don’t reopen after a disaster. Whether it’s a wildfire, hurricane, power outage or violent altercation in the lobby, hotels need a crisis plan that prepares staff to act swiftly and confidently.
Hotels in high-risk areas should implement site-specific emergency plans that account for weather-related disruptions, evacuations, power outages and remote security issues. Make sure these plans are well-communicated and updated regularly, with training that reinforces protocols during onboarding and through periodic drills.
Partner with your insurance broker, local law enforcement and crisis management experts to identify vulnerabilities unique to your location and operations. Tailored strategies, such as transient guest control protocols or common area theft prevention measures, can drastically reduce risk during high-stress events.
- Use Insurance Strategically
Hotel insurance rates are deeply influenced by how well you manage your risks. A proactive, long-term approach to insurance that includes year-round communication with your broker—not just at renewal time—will position your business for better coverage and more competitive premiums.
A broker with hospitality expertise can help you identify gaps that standard policies often miss, like cyber breaches, third-party liabilities (think guests, vendors, delivery personnel) and reputational risks. They can also flag areas where you may be unintentionally self-insuring risks like pest infestations or chemical storage.
Maintaining your building will also pay dividends. Energy-efficient upgrades, HVAC modernization and documented preventive maintenance not only improve safety, but they boost your insurance score and unlock rebates or better coverage.
The Payoff of a Safer Hotel
Hotels that prioritize safety don’t just reduce risk—they build trust. Employees who feel protected and valued are more likely to stay, reducing turnover and preserving institutional knowledge. Guests, too, are increasingly attuned to how businesses treat their workers and respond to crises.
Workplace safety doesn’t have to be overwhelming. Start by taking small, consistent steps:
- Evaluate your current protocols.
- Open lines of communication.
- Invest in training.
- Leverage your broker’s expertise.
By embedding safety into your culture and operations, you’ll not only protect lives but elevate the guest experience and position your hotel as a leader in hospitality excellence.
Kimberly Gore is the national practice leader of HUB International’s Hospitality Specialty Practice.