XANTOS Eco Resort, a luxury beachfront resort, faced a series of security incidents, including thefts of valuables from guest rooms. These incidents caused significant concern among management and guests. Resort Manager, Mr. Gede, realized that the existing security system was outdated. Together with the newly hired head of security, Ms. Sariani, they took drastic action.
The proposed solution focused on three things: providing digital safes in every room, installing a trackable smart lock system, and tightening supervision and background checks for all staff, especially the housekeeping team. This story follows their journey to restore guest trust and uncover the mystery behind the thefts.
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That morning, in the cool lobby of Xantos Eco Resort, Mr. Gede, the manager, stared anxiously at an angry guest at the reception desk. Mr. Lim, a Singaporean businessman, had reported the loss of a luxury watch from his room. This had been the second such incident in the past month. The resort’s reputation, built over years, was now in jeopardy.
“This can’t be allowed to continue,” grumbled Mr. Gede to Ms. Sariani, the newly hired head of security. “What’s going on here, Sariani? We have a security team, but guests’ belongings keep disappearing.”
Mrs. Sariani, speaking calmly but firmly, checked the reports on her tablet. “The thefts are very neat, sir. There are no signs of force. Almost all of them happened during the day, while the rooms were being cleaned.”
“So, we’re accusing the cleaning staff?” asked Mr. Gede, feeling uncomfortable.
“I’m not accusing anyone, sir. I’m just seeing a pattern,” replied Mrs. Sariani. “Our system is too weak. The locks still use manual master keys, the safes in the guest rooms aren’t all digital, and our internal oversight is lax.”
Mr. Gede nodded. “Then, we’ll change everything. I want a permanent solution.”
“Okay, sir. We’ll start with three steps,” said Mrs. Sariani. “First, all rooms must be equipped with digital safes. That’s the most basic thing. At check-in, staff must explain how to use them and emphasize the importance of keeping valuables there.”
“Agreed. Budget doesn’t matter, as long as security is restored,” interrupted Mr. Gede. “What else?”
“Second, we’ll install a smart lock system. Each guest card can only access their own room, and every activity is recorded in the central system. The same goes for the cleaning staff’s master key. That way, we can track who entered the room and when, which will greatly assist in investigations if there are any further incidents.”
“Very good, Sariani. And finally?”
“Finally, strict internal monitoring. We will conduct background checks on all staff. For the cleaning team in particular, we will implement a pair-work system. No more cleaning staff will work alone in the hallways. And I will assign several security personnel to patrol the hallways, not just the public areas.”
Mr. Gede breathed a sigh of relief. “I like your idea. Implement it immediately. We must restore the trust of our guests, especially Mr. Lim.”
——
Two weeks later, the Xantos Eco Resort was completely transformed. The room doors were now equipped with shiny new sensors. Digital safes were neatly installed in every cabinet. At the reception desk, staff patiently explained how the safes worked to each guest who checked in.
Mr. Lim returned to the resort again, this time on business. He received a special welcome from Mr. Gede.
“Welcome back, Mr. Lim. We apologize for the inconvenience the other day. We’ve made extensive improvements to ensure your safety,” Mr. Gede said, handing him a new key card.
“Oh, really?” Mr. Lim took the key skeptically. “Hopefully, there won’t be any more unpleasant surprises, Gede.”
In room 305, Mr. Lim examined the new digital safe in his closet. “Hmph… not bad,” he muttered, then put his tablet and a few dollar bills inside. He then went out for lunch.
Shortly after Mr. Lim left, a housekeeper named Budi arrived with his colleague, Maya. They began cleaning the room. Maya cleaned the bathroom area, while Budi swept the floor. Suddenly, Budi stopped in front of the closet. His eyes glanced at the digital safe.
“Work quickly, Budi,” Maya admonished. “We have to move to the next room.”
“Yes, just a moment,” Budi replied, his gaze never leaving the safe. He pulled a manual master key from his pocket. It was an old key he shouldn’t have anymore. He knew the trick. If the master key didn’t work on the door, it might work on some older safes. But this was a new safe. He tried entering a random code, but the safe remained locked. He cursed under his breath.
In the security room, Mrs. Sariani watched the monitor. She saw Budi and Maya working. Suddenly, a notification appeared on the screen. Budi’s master key had just been tried in the digital safe in room 305. Mrs. Sariani’s face hardened. The door to room 305 was equipped with a new smart lock system. There was no way Budi could open it with the old key. However, something was strange. He shouldn’t have been able to try to open the new safe with the old key. This must have been a trick to check if there were any valuables inside.
“Field team, go to hallway 3, check room 305,” Mrs. Sariani ordered over the radio.
A few minutes later, Mr. Lim returned to his room. He punched in the safe code and retrieved his belongings. As he was preparing for the meeting, there was a knock on the door.
“Mr. Lim? This is security,” said a voice from outside.
Mr. Lim opened the door and saw Mrs. Kartika Sariani, an officer. “What’s wrong?”
Mr. Sariani smiled. “We just want to make sure everything is secure. May I check your safe for a moment?”
Mr. Lim was confused, but invited them in. Mrs. Sariani attached a special device to the safe. The device’s screen displayed an activity log. “No one tried to open your safe, Mr. Lim. But someone did try to check it,” said Mrs. Sariani. She turned to Mr. Lim. “Did you know that the digital safe in this room records every unauthorized attempt to open it?”
Mr. Lim paused. “No.”
“The same goes for the door,” Mrs. Sariani continued. “Our smart lock system records every time the master key is used, and by whom. We know Budi, one of the cleaning staff, just tried to access this safe.”
Mr. Lim was shocked. “So he’s the thief?!”
Mrs. Sariani didn’t answer immediately. She just smiled faintly. “Our system only records attempts, sir. But that’s enough for us.”
That night, Budi was called to the security room. Mrs. Sariani showed him activity logs and surveillance footage showing his suspicious movements. Budi finally confessed. He was part of an insider’s ring that exploited a lax security system. They managed to steal easily because many guests didn’t use the safe and no one was tracking their movements.
With the arrest of Budi and his network, the theft problem at the Xantos Eco Resort ended. The resort’s reputation slowly recovered. Mr. Lim, who had been angry, now gave a five-star review.
“Your security system is excellent,” he wrote. “The manager and security team worked very professionally. I felt very safe here.”
Mr. Gede read the review proudly. He looked at Mrs. Sariani. “Good job, Sariani. We did it.”
“We did it,” Mrs. Sariani replied, nodding. “But this is only the beginning. Security must continue to be improved.” (*)
