Case Study

Hilton Hotels Enhance Security with JWM’s WM-5000V4S Guard Tour System

Customer success story with Hilton Hotels

Client Profile: Hilton Hotels – A Global Leader in Hospitality

Hilton Hotels, part of the Hilton Worldwide Holdings group, is one of the largest and most well-known hotel chains globally. With over 2,700 properties in 115 countries, Hilton offers a wide range of accommodations, from luxury to mid-range options. The brand has built a reputation for offering a high standard of service, comfort, and safety to millions of guests each year.

Hilton International Hotels (HI) operates more than 400 hotels across the globe, with prominent locations in cities such as London, Paris, New York, and Tokyo. As Hilton continues to expand and operate high-traffic hotels, the brand remains dedicated to ensuring the safety and well-being of its guests, making security one of their top priorities.

The Challenge: Security Vulnerabilities in High-Traffic Hilton Hotels

Hilton Hotels faced significant challenges in maintaining security across their high-traffic properties. These hotels, especially in urban locations, experienced frequent security issues that impacted both guest safety and hotel operations. The following challenges were identified as key areas where improvements were needed:

1. Inconsistent Patrol Verification

The existing manual patrol logs were unreliable and prone to errors. A significant gap in security oversight was identified, as hotel staff was unable to verify patrols consistently. Internal audits revealed that over 25% of scheduled patrols were either missed or not recorded properly. This lack of verification left several hotel areas unmonitored, making it difficult to ensure safety and accountability.

2. Delayed Incident Escalation

Hilton’s previous security reporting system caused delays in incident escalation. On average, it took more than 20 minutes to alert hotel management or local authorities about safety or security incidents. This delay allowed potential security threats, such as unauthorized access or emergency situations, to escalate, resulting in heightened risks and operational disruptions. The lack of timely intervention contributed to financial and reputational losses for the hotel, highlighting the need for a faster and more reliable incident reporting system.

3. Limited Monitoring and Reporting Capabilities

Hilton’s previous security solution lacked real-time monitoring, making it difficult to track patrols effectively. Hotel managers had limited visibility into patrol compliance and response times, which hindered the ability to make adjustments and ensure security was consistently maintained.

4. Inefficient Use of Security Personnel

The lack of a streamlined system resulted in inefficiencies in how security staff were deployed. The unpredictable patrol routes and inadequate tracking led to time being wasted on redundant checks, and in some cases, critical areas were overlooked. This inefficiency impacted the hotel’s ability to allocate resources where they were needed most.

Why Hilton Chose JWM?

Hilton’s need for a reliable, scalable, and efficient security system led them to partner with JWM. JWM, a trusted provider of advanced guard tour systems, offered the WM-5000V4S solution, which was customized to meet Hilton’s specific security needs.

The WM-5000V4S Guard Tour System provides Hilton with a powerful tool to enhance patrol efficiency, optimize security workflows, and improve real-time monitoring, addressing the security gaps that had previously impacted operations.

Demonstrated Track Record

Global Deployments in diverse environments
Decades of R&D in guard tour and checkpoint technology
Close Collaboration with leading retail and corporate clients

Durable and functional products

Anti-tamper casing withstands -40°C to 85°C
4-day battery life per patrol device
Customizable checkpoint sequences

Trust & Authoritativeness

High Compliance Standards: Adherence to strict operational guidelines and data security protocols.
Dedicated Support: 24/7 technical assistance ensures minimal downtime and prompt resolution to queries.

JWM Solution: Targeted Deployment of WM-5000V4S

Customized Deployment for Hilton’s Unique Needs

1. Hardware Installation and Checkpoint Placement

JWM’s team worked closely with Hilton to understand their specific security needs and identified critical locations within the hotels. Checkpoints were strategically placed in high-traffic areas such as hotel entrances, fire exits, elevators, restaurants, and hallways—areas that are crucial for both guest safety and staff accountability. The checkpoints were fitted with NFC tags to ensure fast, accurate verification during patrols.

2. Dynamic Patrol Customization

One of the standout features of the WM-5000V4S system is its ability to create flexible patrol routes. Unlike static patrols, security staff can rearrange checkpoints dynamically, making it difficult for potential security threats to predict the security team’s movements. This added flexibility ensures a more secure environment, especially in high-risk areas.

3. Seamless Integration and Reporting

The WM-5000V4S system integrates with Hilton’s existing security management software, allowing for automated reports and compliance checks. Patrol data is instantly logged and can be easily accessed for audits or future analysis, simplifying Hilton’s security management process.

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Execution Process: Tailored Deployment for Hilton Hotels

1. Initial Security Audit and Site Surveys (Feb-Mar 2023)

Conducted a detailed audit at Hilton’s flagship property, the Hilton Paris Charles de Gaulle Airport.
Focused on high-risk areas such as the main entrances, corridors, fire exits, and elevators.
Reviewed 40+ past security incidents at the hotel to identify vulnerabilities and recurring issues, such as delays in emergency response and missed patrols.

2. Customized System Design and Configuration (Apr-May 2023)

Based on audit findings, the WM-5000V4S system was tailored for the Hilton Paris Charles de Gaulle Airport with 25 checkpoints installed at key areas, including entrances, hallways, and high-value storage rooms.
The system was configured to operate offline, with each checkpoint capturing time and location data when scanned by the security staff, ensuring accurate verification of patrols.

3. Pilot Deployment and Staff Training (Jun 2023)

Deployed the system at Hilton Paris Charles de Gaulle Airport, setting up 25 checkpoints across critical areas.
Trained security personnel on how to scan checkpoints using the WM-5000V4S reader, which logs location and time data offline for later upload and review.

4. Full-Scale Rollout and Optimization (Jul 2023)

After successful pilot testing, the deployment was expanded to Hilton’s other high-traffic properties, including Hilton Paris Opera and Hilton Paris La Défense.
A total of 120 checkpoints were installed across these three flagship hotels, covering additional key areas such as restaurant floors, emergency exits, and staff-only zones.
The system’s offline functionality allowed Hilton to track patrol compliance and improve security procedures with less reliance on network connectivity.

5. Ongoing Support and System Optimization (Aug 2023-Present)

Monthly system updates were carried out to optimize patrol routes based on security feedback from Hilton Paris Charles de Gaulle Airport and the other locations.
New checkpoints were added to high-risk areas, such as parking garages and secluded corridors.

Operational Results (8-Month Pilot)

Metric	Improvement	Business Impact
Incident Response Time	52% faster	£6,000/month loss prevention
Security Incident Prevention Rate	82%	Enhanced guest satisfaction and trust
Operational Efficiency	20% reduction in security staff hours	Improved resource allocation and operational efficiency

Conclusion: Enhancing Hilton’s Commitment to Guest Safety

The deployment of the WM-5000V4S Guard Tour System at Hilton Hotels has significantly improved their ability to monitor and manage security across high-traffic locations. The system’s dynamic features and real-time monitoring capabilities have enhanced security coverage, reduced response times, and helped Hilton to maintain a safer environment for its guests.

Hilton’s partnership with JWM showcases the impact of modern guard tour systems in transforming hotel security. By embracing cutting-edge technology, Hilton has strengthened its commitment to guest safety and enhanced operational efficiency, positioning itself as a leader in hospitality security. With continuous optimization and ongoing support, Hilton Hotels is better equipped to meet evolving security challenges while ensuring a secure and comfortable experience for its guests.