A conversation with James Otigbah, Excel Security Solutions

Some events force an entire industry to pause. The tragedy in Crans-Montana was one of them. Not because it revealed anything entirely new, but because it sharply highlighted what is too often assumed to be “covered”: preparedness, awareness, and responsibility.

When speaking with James Otigbah of Excel Security Solutions, the tone is thoughtful and composed. “This isn’t about pointing fingers,” he says early in our conversation. “It’s about asking what changes follow such an event and whether we allow it to pass without learning.”

Excel operates largely behind the scenes, supporting hotels, venues, and businesses throughout the region. They specialise in first-aid training and security awareness, and, with partners, in Red Teaming, fire drills, fire safety inspections, and staff preparedness programmes. Their work rarely makes headlines, but events like Crans-Montana push it to the forefront.

Regulation or responsibility?
In the aftermath of tragedy, many expect tighter government regulations. Otigbah doesn’t downplay the importance of oversight but reframes the issue.

“Authorities will always review procedures after an incident, and rightly so,” he explains. “But the deeper question is whether organisations take initiative before they are asked to. That’s where real change happens.”

From his experience, true preparedness doesn’t come from ticking regulatory boxes. “You can pass an inspection and still not be ready,” he says. “Preparedness is a culture, something embedded within the way an organisation thinks and operates.”

Training is not a formality
“We can't assume everyone knows how to respond in an emergency,” Otigbah says. “First aid, security awareness, fire response, and evacuation are skills. And skills fade if they’re not regularly practised.”

He’s quick to point out that training shouldn’t end with watching a video or learning to use a fire extinguisher. “We go further,” he explains. “We help teams run full drills, tabletop exercises, followed by live simulations. Only then does everyone understand their specific role.” These drills, he adds, should reflect real conditions, including staff absences and peak-season activity. “Imagine the confidence it gives guests when they see a well-run drill in action. That’s not PR; it’s reassurance.”

Buildings change. Preparedness must keep up
Another overlooked risk lies within buildings themselves. Over time, renovations, extensions, or changes in use can outpace the safety measures originally designed for the structure.

“Fire alarms, escape routes, signage, and emergency lighting all need to be reassessed periodically,” Otigbah explains. “Not because anything is necessarily broken, but because the environment evolves.”

Often, Excel’s inspections reveal a series of minor oversights: blocked exits, outdated signage, and unclear chains of responsibility. “Individually, these issues may seem minor, but combined they can pose a serious risk.”

Private spaces. Shared responsibility
While much of the focus on preparedness is on hotels and public venues, private chalets deserve equal attention, particularly in regions where properties are large, multi-storey, and wooden, and often host guests unfamiliar with the layout.
“Chalets aren’t immune to emergencies,” Ot igba h warns. “In fact, with rarely any permanent staff, readiness becomes even more critical.” Many chalets, he explains, have been extended or updated over the years, with older systems still in place. “Just because an alarm was installed ten years ago doesn’t mean it still works, or that anyone knows what to do when it goes off.”

Excel now works regularly with private owners to audit detection systems, test evacuation plans, and ensure that what looks safe on paper is effective in practice. “Preparedness in private homes is about foresight. Comfort should never come at the cost of clarity.”

One recent incident highlighted this point: “A few days ago, we responded to a fire alarm at a chalet,” Otigbah recounts. “We arrived alongside the client's security agent, evacuated the property, called the fire brigade, and controlled and secured access for their arrival. They did an excellent job, may I add, of controlling and bringing the fire under control. The response worked – and it worked because someone had thought about it beforehand.”

Ultimately, the conversation returns to Crans-Montana – a moment that sparked widespread reflection.

“We owe it to those affected not to let it fade,” Otigbah says quietly. “Preparedness and education are not a checkbox. It’s a process, and it never stops.”

www.excelsecuritysolutions.ch