From safeguarding VIPs to embedding cybersecurity, his leadership redefines hotel loss prevention
In today’s world, where cyber threats blend with physical risks and luxury must remain uninterrupted, hotel security has quietly become one of the most complex jobs in hospitality. Rajendra Tiwari, Head – Loss Prevention & Administration at ITC Hotels, knows this better than most. With over three decades in the field, his journey-from the days of manual registers to today’s smart hotels, he has been helming safety and loss prevention efforts at ITC Hotels, continuing to shape the industry’s best practices with a blend of discretion, foresight, and unwavering commitment.
In this conversation, he shares how security can stay discreet yet powerful, and why future leaders must balance innovation with empathy.
Your role demands both discretion and strength. What defining moments or beliefs have helped shape your leadership approach at ITC Hotels?
My leadership approach is rooted in the belief that true strength lies in quiet confidence. I’ve always believed in leading by example, whether it’s conducting late-night checks or being the first responder in a crisis, leadership in security means staying alert, decisive, and grounded. At ITC Hotels, where the guest experience must remain uninterrupted, our strength lies in staying discreet yet effective.
One of the most defining moments for every hotel security professional in India was the 26/11 attack. It fundamentally changed how we approach hotel security, shifting our focus from “what is going out” to “what is coming in.” That incident reshaped the industry’s mindset and remains a pivotal influence on how I lead today.
What are the unique security challenges of managing five-star properties that host VIPs, diplomats, and high-profile events?
Five-star hotels present a paradox, they are high-visibility spaces that must guarantee privacy. Hosting dignitaries, celebrities, and high-profile events requires flawless coordination, often involving multiple agencies, shifting protocols, and last-minute security changes.
The primary challenges include controlling unauthorized access, preventing tailgating, managing protest risks, and monitoring for cyber intrusions targeting guests. Security must remain low-profile yet high-impact. One of the biggest hurdles, however, is sourcing quality manpower. Loss Prevention is still not a preferred profession for many young people today, which makes talent acquisition a persistent concern.
ITC is known for its “Responsible Luxury” philosophy. How does your security approach align with sustainability, inclusivity, and cultural sensitivity?
Security should reflect the ethos of the brand it protects. At ITC Hotels, our loss prevention strategy is aligned with sustainability, inclusivity, and cultural respect.
We use energy-efficient lighting, promote digital record-keeping, and work with vendors who align with ITC’s sustainability goals. Our teams are trained in cultural sensitivity, from respecting religious practices to understanding guest privacy preferences. Security protocols are adapted during festivals or culturally significant events to ensure comfort and compliance.
We don’t just protect physical spaces, we safeguard the brand’s values and the trust of our guests and associates.
With digital check-ins, smart rooms, and IoT devices becoming common, how are you integrating cybersecurity with physical safety protocols?
Cyber and physical security can no longer exist in silos, they must operate as one. At ITC Hotels, we’ve created joint operating protocols between our IT and physical security teams to monitor smart devices like locks, elevators, CCTVs, and room controls.
We conduct regular penetration testing, use secure APIs, and ensure network segmentation. Additionally, we train staff to identify threats like phishing and social engineering, which often serve as precursors to physical breaches.
We also run routine BCP (Business Continuity Planning) and DR (Disaster Recovery) drills to test our integrated responses. Our goal is to make this cyber-physical convergence a standard across all future properties.
“The greatest danger in times of turbulence is not the turbulence—it is to act with yesterday’s logic,” said Peter Drucker. In your view, what emerging threats is the hospitality sector overlooking today, and if you were to reimagine hotel security five years from now, what new capabilities, mindsets, or innovations would define it?
The industry continues to underestimate threats like AI-driven fraud, IoT vulnerabilities, and deepfake-enabled social engineering. These new-age risks often bypass physical perimeters and target trust systems.
If I were to reimagine hotel security five years from now, it would include; AI-powered behavioral monitoring, biometric-only access controls, integrated cyber-physical command centers, and predictive threat modeling based on real-time global incidents.
The mindset shift is just as critical. Security must evolve from being viewed as a cost centre to a pillar of brand trust. Future leaders in hotel security must be more than protectors, they must be tech-savvy, ethically grounded, and aligned with brand values. Innovation must be paired with empathy, ensuring protection never compromises privacy or dignity.
About the Interviewee
Rajendra Tiwari is the Head – Loss Prevention & Administration at ITC Hotels Ltd., bringing with him a distinguished career of over 35 years in hospitality security. A graduate of Calcutta University, he holds an MBA in HR from NMIMS and has completed a Security Managers course in Israel.
Starting his journey with IHCL (Taj Hotels) in 1991, he rose to become Corporate Director – Safety & Security for North, West & East India. Since July 2022, he has been leading security operations across ITC Hotels, aligning luxury hospitality with robust, culturally sensitive, and forward-looking security strategies.
Disclaimer: Views expressed are in individual capacity and do not reflect those of the employer.
