Case study: Spotting the signs and taking action
Earlier this year, police officers and cadets carried out an Operation Makesafe test at a chain hotel in the south of England to see how staff might respond to a potentially vulnerable young person.
Two cadets entered the hotel reception. One asked to use the toilet, which was allowed, and then left the area. The other stayed behind in reception. When the receptionist returned, the remaining cadet pretended to make a phone call, saying she had been unable to book a room. A plain‑clothed officer then entered the reception and also attempted to book a room before leaving shortly afterwards.
The member of hotel staff noticed the situation and began to ask gentle but important questions. She checked whether the young person was alright, asked who her friend was and how old she was, and whether she knew the other man who had been in reception.
Concerned for her safety, the staff member contacted the police. While waiting, she invited the young person to stand behind the reception desk with her, helping to ensure she was safe and supported.
Once the call to police had been confirmed, officers entered the building and explained that the situation had been a test purchase exercise.
The staff member said she receives regular in‑house training but found the exercise extremely valuable. She felt it had increased her confidence to challenge unusual situations and to act when something doesn’t feel right.
This example shows how awareness, confidence and calm questioning by hotel staff can play a vital role in safeguarding children and young people.
What this shows
This example shows how well‑trained and confident staff can play a crucial role in protecting children and young people.
By noticing something that didn’t feel right, asking simple but appropriate questions, and acting early, the hotel staff member helped to reduce risk and ensure the young person was safe.
The response demonstrates the value of routine safeguarding training, professional curiosity, and the confidence to challenge situations respectfully.
It also highlights how the hospitality sector can act as an important first line of defence, with staff well placed to spot potential vulnerability and seek support when needed.
