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  • Kelvin Nicolay

Behind the Scenes of Luxury Security

From VIP Encounters to Crisis Management in Elite Hospitality



As I reflect on my 17-year career within some of the world’s best luxury hotels, I can't help but think about the experiences, challenges, and triumphs that have shaped my journey. Stepping into the fast-moving environment of luxury hospitality, I embarked on a path filled with unforeseen emergencies, encounters with VIPs, fallen in love and moments that tested me. But I had three role models to guide me through and they are Douglas Glen, Francis Green, and Brian Hladnik. Who I am very thankful too! I also had a great teacher,  David Cleak, who I’ll never forget. Thank you Sir.



The Highs and Lows of Luxury Hotel Security.


From the bustling lobbies to the suites, each day in a 5-star hotel presents a new set of challenges. Whether it's ensuring guest experiences or managing complex operations, the dynamic nature of this industry keeps professionals on their toes. Over the years, I've witnessed my fair share of emergencies – from fires, sprinkler activations and power outages during events, to disasters threatening the safety of Guests and Team Members alike. In these moments of crisis, quick thinking, dynamic risk assessments, effective communication, and decisive action became invaluable assets.

Handling the Unthinkable: Crime, Murder, and suicides.

One of the biggest challenges I've encountered in my career involved navigating instances of crime and, tragically, even a Royal murder within the confines of the hotel. While these occurrences are rare, they demand a delicate balance of compassion, professionalism, and adherence to protocol. Collaborating closely with law enforcement, providing support to Guests and Team Members, and upholding the integrity of the establishment are paramount in such circumstances. Though emotionally taxing, these experiences reinforced the importance of resilience and solidarity of the team within the hospitality community.



Welcoming VIPs: A Test of Precision and Poise


Amidst the chaos of emergencies and unforeseen circumstances, the presence of VIPs adds another layer of complexity to the equation. Whether it's Royalty, Presidents, Prime Minister, Mayors, Hollywood celebrities, All Sports Clubs from Football, NFL, MLB, Rugby, Cricket, Olympic and many more, political figures, wealthy guests and renowned dignitaries, catering to the needs of high-profile guests requires planning and impeccable execution. From orchestrating elaborate arrangements to safeguarding their privacy and security, every detail must be flawlessly executed to ensure a memorable experience befitting their stature.

Lessons Learned and Looking Ahead


As I reflect on my journey through the world of 5-star hospitality, I'm reminded of the invaluable lessons learned along the way. From the importance of adaptability and resilience to the power of teamwork and empathy, each experience has shaped me into the professional I am today. As I look ahead to the future, I'm grateful for the challenges overcome and the relationships forged in this dynamic industry. With each new day, I embrace the opportunity to continue serving guests with the same passion, dedication, and grace that have defined my career so far. #VIPSecurity #hotelsecurity #knsecurity #London


 

To find out more about Kelvin's training programme for Luxury Hotel Security contact Kelvin at kelvin@knsecurity.co.uk

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