The hotel industry is one of the most important components of the broader service industry, providing

customers with overnight lodging. Many tourists consider the hotel to be their temporary home during their

stay in the country, so they are looking for a place that will provide them with both comfort and safety. The

research determines the safety and security of hotel guests. To ensure that every customer who arrives feels

welcomed, pampered, and completely secure in their temporary living situation.

This research was conducted to assess the safety and security of guest in hotel. Identified the problems

encountered by guest during stay and proposed an action plan. This study utilized a descriptive-correlation

method. A survey questionnaire created by the researcher was distributed to four hotels in Ormoc City to

collect data for this study. A total of 80 registered guests were surveyed with specific inclusions criteria:

safety and security of guest. The following are strongly advised by the researcher: The proposed action plan's

implementation; and further research.

The hotel industry is one of the most important components of the wider service industry, catering for

customers who require overnight accommodation. For many tourists, the hotel serves as their temporary home

throughout their stay in the country, so they are definitely looking for a place that will give them both comfort

and safety. The amenities and facilities at a hotel may seem very eye-catching, but the first thing should be

Ensure the possibility of immediate and effective response in the case of any event that requires the

intervention of hotel staff or representatives of third parties (White & Johnson, 2022). Installing security

systems and using the most advanced surveillance software and technologies, hiring security personnel to make

sure the safety of the guests not only deliver a positive customer experience but also amplify the brand value of

the hotel (Khurana & Sharma, 2021).

Today guests are paying more attention to hotel safety and security before booking. They read reviews and

check on the experience of other guests. The hotel management need to protect the reputation of the hotel

and keep their guests satisfied and safe, because it only takes one negative experience or review to turn guests

off to the establishment (Smith & Doe, 2022). There are some obvious reasons for guests to give a bad

feedback. To protect the hotel reputation from bad feedbacks it should be able to solve all of these issues and

Unexpected hotel crimes and terrorism have been reported, as have lost and found item issues. The most

serious or unpleasant thing that could happen is the death of a guest.

The purpose of this study assessed the safety and security of guest in hotels. To make sure that each customer

who checks in feels welcomed, pampered, and completely secured in their temporary living situation. Guest

may also encountered problems during the stay so that hotel management should be prepared for any situation

that may arise during the course of the day and take immediate action (Taylor & Wilson, 2023) Having a

positive feedback from customer experience, will help to increase the hotel's sales and brand value.

Safety is essential, both inside and outside the hotel. Whether a guest travels for business or pleasure, safety

and security are the most important requirements (and concerns) of any traveler. This study is anchored on

more stable and less anxious about potential threats when their safety needs are met. According to Maslow's

hierarchy of needs, individuals must first address their safety needs before moving on to higher-level needs like

love and belongingness, esteem, and self- actualization. However, safety needs persist throughout life, and

people may revisit them during times of crisis or instability.

Safety needs are essential for human well-being because they promote a sense of security and stability. When

safety needs are met, people can concentrate on higher-level needs like social belonging and self-esteem. In

contrast, unmet safety needs can cause feelings of insecurity, anxiety, and vulnerability, impeding personal

growth and fulfillment.

Safety

are

expressed

through

a

variety

ensure protection. This may include looking for stable employment, living in safe neighborhoods, saving

feelings of insecurity can trigger defensive behaviors such as avoiding unfamiliar situations or seeking

reassurance from others.

emerging threats like cyber breaches, pandemics, and social unrest. Theory and practice are evolving to

include agile frameworks and decision-making processes that allow organizations to pivot quickly and

effectively in the face of uncertainty (Cunliffe & Jun, 2021).

The crisis management theories are from public relations, management and include some rhetorical theories

such as image restoration and apology theory. Crisis management theories are frameworks and models used to

understand, plan for, and respond to crises (Smith, 2022). When a brand, company, organization, or institution

faces an issue that wasn't foreseen, then the problem can turn into a crisis and at the same time, a crisis can

create an issue. That crisis can trigger lots of issues, not single a single one, depending on the gravity of the

situation. These types of crises usually have a theory, hence the name. Leaders and managers discover the

theories and try to deal with them through crisis management.

Building on traditional notions of organizational resilience, recent developments in crisis management theory

have investigated the concept of antifragility, the ability to not only withstand shocks but also thrive and

grow stronger as a result of disruption. This viewpoint encourages organizations to see volatility, uncertainty,

complexity, and ambiguity (VUCA) as opportunities for innovation and improvement (Smith & Brown,

(2022). With the rise of digital media and social networking platforms, crisis communication theory has

evolved to meet the challenges and opportunities of communicating in the digital age. Organizations must

navigate an increasingly complex media landscape while remaining transparent, authentic, and credible in their

communications (Li & Cheng, 2021).

Recognizing that crises can disproportionately affect different groups in society, recent research in crisis

management theory has emphasized the importance of intersectionality and diversity in crisis response. When

Offense-defense theory, developed by Robert Jervis (1978) investigates how the balance of offensive and

defensive military capabilities influences conflict behavior and outcomes. It implies that the relative

advantages of offense and defense influence states' strategic decisions, including conflict initiation, escalation,

and decision-making processes. (Smith, 2023).

In the offense-defense theory, offensive moves are growing, marketing, hiring and trying new things, while

defensive moves are waiting for people to call you instead of reaching out to them first, being reactive and

playing it safe. The offense-defense theory encourages a positive view of international politics by arguing that

war can be avoided if defense gains an advantage over the offense. It also claims that effective arms control

can reduce the possibility of arms races and wars.

The

technical

capabilities

of

a

state

and its geographical position are two essential factors in deciding

whether offensive or defensive action is advantageous. He argues that at a strategic level, technical and

geographical factors are of greater favour to the defender. For example, in the 19th century railway and

roads construction were rapidly changing the composition of capabilities of states to attack or defend

themselves from other states. Thus, considerable effort in diplomatic relations and intelligence were

specifically focused on this issue (Jervis,1978)

An offensive player in business works on tasks that get them closer to scoring, and delegates other tasks that

get in the way of them reaching their goal. They ignore distractions and keep their eyes on the prize. A

defensive strategy is critical to the firm's well-being and survival, and failure is not an option.

Even the most powerful companies will fail if they do not have a strong defense. Of course, you have to find

a balance in business and in life. Even though you may try to play offense every day, there will still be

unforeseen things that happen that force you to play defense when they hit (Smith, 2022). The most important

thing you can do is focus on what you can control. Start your day on an offensive note by working out, reading

or listening to something positive.

Hotel management has divided hotel safety into two broad categories: safety and security. The Management

classified safety because the aspect of safety was also included in the services provided of the hotel interior

designs, ensuring that they are safe for employees to work in and, of course, for in house guests (Smith, 2022).

The guest who arrives at a particular hotel does so with the understanding that he and his belongings will be

safe and secure during his stay. At the same time, it is critical that the hotel's staff and assets are safe and

secure. As a result, it is critical to have a proper Safety and Security system in place to protect staff, guests, and

physical resources and assets such as equipment, appliances, buildings, gardens, and guest belongings. Safety

Bringing together thousands of people as employees, clients, or service personnel implies having control over

the facilities and everything that occurs within them. Although security guards play an important role in

ensuring protection, a security protocol tailored to these surfaces is also required.

administrative spaces, warehouses, boilers, and safes that require special protection. As a result, a security

strategy tailored to each center is required.

road accidents and plane crashes, contamination, epidemics or pandemics, and other possible risks. Chan and

Lam (2013) showed that tourists correlate hotel safety and security with the existence of fire prevention

For managers who ensure the operative management of hotels, safety and security means providing video

security systems and alarms, emergency lighting systems, and cards instead of keys for opening the rooms and

activating the elevators.

threats. Lagat et al. (2018) indicated peace as one of the most important factors that motivate tourists to travel