SHANTI MAURICE RESORT & SPA
CRISIS MANUAL
This document is a guideline to provide all personnel with the means to respond to a crisis in a coordinated effort. This manual is not intended to be an all-inclusive document; however, it does provide guidelines for prudent response in a number of crisis / emergency situations.
Table of Contents REF
4.1
4.2
4.3
4.4
DETAILS
PAGE
Objectives of the Manual
4
Crisis Manual and Procedure Administration Hotel Incident and Crisis Manual Customisation. Crisis Plan Updation
6
Crisis
8
Levels of Crisis
9
Hotel’s Crisis Response Team and Planning
10
Crisis and Incident Reporting
11
Departmental Crisis Plan Checklists
13
Documentations
16
Notes for the General Manager
20
7
Crisis Aide Memoire
22
4.5
Incident Guidance Notes
24
4.6
Direction and Control
28
Crisis Management Team Responsibilities
28
Procedures During a Crisis
30
The Reporting, Follow Ups and Documentation
31
Accident
32
Procedure in Case of Accident
33
Body Fluid Spillage in Pool
38
Procedure in Case of Spillage
39
Boiler Failure
42
Procedure in Case of Boiler Failure
43
4.7
5.1
5.2
5.3
REF 5.4
DETAILS Bomb Threat (by Postal Devices) Procedure in Case of Bomb Threat (by Postal Devices)
PAGE 44 45
5.5
Bomb Threat (by Phone Call)
48 49
5.6
Procedure in Case of Bomb Threat (by Phone Call) Broken Glass in Pool or Jacuzzi Procedure in Case of Broken Glass in Pool or Jacuzzi
53
5.7
52
Dealing with Undesirables Procedure when Dealing with Undesirables 5.8 Death Procedure when Dealing cases involving Death Demonstration or Protest 5.9 Groups Procedure when Dealing with Demonstration or Protest Groups 5.1 Electrical Failure Procedure when Dealing with Electrical Failure
54
5.11 Epidemic or Infectious Disease
68
Procedure when Dealing with Epidemic or Infectious Disease
69
5.12
5.13
5.14
56 60 61 62 63 64 65
Explosion Procedure in case of an Explosion Flood
72
Procedure in case of a Flood
77
Food Poisoning Procedure in case of Food Poisoning
80
73 76
81
Table of Contents REF DETAILS
PAGE
5.15 Tsunami
82
Procedure in case of Tsunami 5.16 Gas Leak Procedure in case of Gas Leak 5.17 Illness / Injury Procedure in case of Illness / Injury
83 88 89 90 91
5.18 Theft of Guest Property
92
Procedure in case of Theft of Guest Property Water Failure or 5.19 Contamination Procedure in case of Water Failure or Contamination
93
5.2 Rape
96
Procedure in case of Rape Robbery or Armed 5.21 Robbery Procedure in case of Robbery or Armed Robbery
94 95
97 98 99
5.22 Suicide
100
Procedure in case of Suicide 5.23 Telecommunication Failure Procedure in case of Telecommunication Failure
101
5.24 Murder
106
5.3
102 103
Procedure in case of Murder
107
Boiler Failure
42
Procedure in Case of Boiler Failure
43
OBJECTIVES OF THE MANUAL To keep control over situation in case of Crisis in order to minimise risk of injury and material loss To assist management and staff so that they are better able to deal with unusual situations. To establish who in senior management are to be involved in the crisis response structure. To manage reliable communications, pre-plan administrative support and reporting procedures
DEFINITION An Emergency Respond Planning (ERP) can involve a number of incidents that require decisive and immediate action such as fire, natural calamities, chemical spills, Gas Leakage, Transport accident, Mechanical issues or Bomb threats. Knowing what to do, who is responsible and how to attend it is vital. Hotel Emergencies are more complex than many other industries because it involves: • Potential high occupancy levels • Guest unfamiliarity with the estate • Guest being awaken from a sound or relaxing sleep • Language Barrier Therefore, this crisis manual covers the distinct emergencies:
Fire, Weather Calamities and Evacuation Procedures
Crisis Management Plan
Bomb Threats
Transport accident
Suspicious Packages
RESPONSIBILITIES General Manager Operation Manager Financial Controller Director of Human Resources Engineering Department Finance Department HR Department Manager on Duty Security Department
ABBREVIATIONS ACRONYM
DEFINITION
1
CEB
Central Electricity Board
2
CID
Central Investigation Division
3
CRT
crisis Response Team
4
CWA
Central Water Authority
5
DFoH
Director of Front of House
6
DHR
Director of Human Resources
7
ERP
Emergency Respond Planning
8
FC
Financial Controller
9
GM
General Manager
Objectives of the Manual | 5
ADMINISTRATION
4.1
CRISIS MANUAL AND PROCEDURE ADMINISTRATION
SPECIFICATIONS A hotel’s Crisis Response Team (CRT) must be established
The CRT should consist of: 1. General Manager (GM) 2. Resident Manager 3. Maintenance Manager 4. Director of Front of House (DFoH) 5. Director of Human Resources (DHR) 6. Financial Controller (FC) 7. Spa Manager 8. F&B Manager 9. Director of Sales & Marketing 10. Security Manager 11. IT Manager 12. Safety & Health Officer
Crisis Manual and Procedure Administration | 6
CRT General Responsibilities:
01
02
03
Minimise the loss of property and life
Care for the injured persons
Gather, Confirm and Evaluate incident information
04
05
06
Implement Response Strategy
Containment of the Situation
Manage Resources to resolve the specific situation
07
08
Ensure the individuals are assigned to support critical needs
Coordinate with the concerned authorities where applicable
09
Safeguarding of the specific equipment and assets
Hotel Incident and Crisis Manual Customisation. Crisis Plan Updation 1. This manual must be readily available at all times 2. Any existing emergency and evacuations plans must be reviewed and amended 3. This manual must be reviewed, updated and signed off every six months by the CRT. This review must be included in the hotel’s routine internal audit checks.
Crisis Manual and Procedure Administration | 7
4.2
CRISIS
CRISIS DEFINITION A crisis is a situation that threatens life safety, the profitability or reputation of the Company and, for various reasons, cannot be handled through normal management procedures.
Crisis | 8
LEVEL OF CRISIS
Example
Crisis Level 1
Accident
Crisis Level 2
Crisis Level 3
Major injury to one person
Major injury to more than one person
Van accident
Material damages and no injury reported.
Several injured persons under trauma
Severe injury causing death
Armed robbery or hold up
Theft of money; no injury
Theft involving assault
Serious assault/hostage taken
Violence at work
It can be verbal abuse.
It can be physical threat with no injury.
Physical violence causing injury.
Boiler or electrical failure
3 to 4 hours
4 to 12 hours
12+ hours
Bomb alert with suspicious device identified
Hoax
Suspect device found and/or evacuation required
Suspect device detonates in hotel or near vicinity
Bomb Threat
Non-coded message, potential hoax
Coded message, hotel specific
Code validated by Police as genuine
Death by natural causes
Any other death
Demonstrators in hotel
Riot in or near vicinity of hotel
Allegations from five or more people
Major incident with confirmed cases
Fire causing injury
Fire causing major injury, death or property damage
Death Demonstration
Peaceful group outside hotel
Food poisoning Fire or explosion Theft or loss
Fire causing minor damage to property
Property or articles of value Rs 100,000.00 more
CRISIS RESPONSE TEAM
CRT
4.3
CRISIS RESPONSE TEAM AND PLANNING
ROLES The primary role of the CRT is to manage the orderly evacuation of guests and OBJECTIVES employees in the event of an emergency, when required. Its secondary role is to implement pre-set procedures to control and minimise damage to individuals, the hotel and its reputation.
CRT and Planning | 10
CRISIS AND INCIDENT REPORTING The CRT Team is responsible for informing the General Manager of the following: • Death of guests, employees and visitors from other than natural causes. • Rapes or sexual assaults. • Aggravated assaults of guests, employees and visitors that result in physical injury. • Fires or natural disasters resulting in major property damage or injury to guest(s) or employee(s). • Theft of hotel or guest property • Any other incident that results in guests, employees or visitors being taken to hospital. • Any other incident that could result in major financial loss or adverse publicity to the hotel • Any other incident must be reported within 24 hours.
Objectives of the Crisis Response Team To protect life and property. • To control the situation. • To restore the hotel back to normal operational status as soon as possible, including: - Business restoration. - Property repairs. • To provide damage limitation in terms of reputation and morale. • To liaise with respective authorities for support. • To investigate and report the circumstances in order to avoid recurrence and / or improve performance. • To control litigation through minimisation of claims.
CRT and Planning | 11
CRISIS AND INCIDENT REPORTING
The following information must be readily available at the Front Desk, Private Dining and at the Security post at the main gate, as well as, in all departments.
01
Hotel’s emergency checklists and procedures, including hotel plan.
02
Hotel level Crisis Response Team training requirements.
03
Other staff training requirements in relation to the Crisis Plan.
04
Consideration of special procedures for disabled or elderly guests and children.
05
Fire and emergency teams.
06
Local authority and emergency services liaison. Routine liaison will aid planning of a major crisis response and must become established procedure
CRT and Planning | 12
DEPARTMENT CRISIS PLAN CHECKLISTS
TRAINING AND MAINTENANCE OF THE CRISIS PLAN
CRT and Planning | 13
DEPARTMENT CRISIS PLAN CHECKLISTS
Untitled-Project.jpg
CRT and Planning | 14
ARRANGING AN EVACUATION POINT Depending on the gravity of the crisis, the General Manager will take the necessary steps to identify a suitable emergency evacuation point. As part of the planning for possible evacuation, it is important to put together equipment and supplies that will, or may, be required in the event of an evacuation
Clothing equipment for CRT members (and other Hotel Emergency staff)
Other Equipment
1
Fluorescent jackets
Crisis Plan and Crisis Manual
2
Hard hats
Torch (ashlight) and batteries
3
Latex gloves
Clipboard/notepad
4
Heavy duty gloves
Clasp knife
5
Face masks
Pen, pencil, markers
6
Goggles
Cylumes / Chemical light sticks
First Aid / Life Safety
Communications
1
First aid kit
Two way radios
2
Heavy duty hazardous material bags
Battery operated FM radios
3
Fire blankets
Loud hailer (s)
CRT and Planning | 15
DOCUMENTATIONS
1. Major Incident Hotel Profile The General Manager and the CRT have completed this document as part of the hotel’s crisis planning activities. The document gives useful information about the hotel, in particular its geography and location of utilities, and is intended principally as a guide for the Emergency Services in event that they are called to attend a major incident.
2. Terrorist Threat Risk Assessment The hotel uses this assessment form to assess its terrorism threat level. Because this level can change according to circumstances, the assessment must be carried out on a regular basis. The CRT has decided that the assessment will be conducted every six months, and also in preparation for an imminent special event, such as the arrival of a head of state or other VIP, or after any specific terrorist related incident that clearly demonstrates a shift in the level of risk.
CRT and Planning | 16
3. Checklists (for telephoned bomb threat, food contamination threat, and kidnap threat).
Management will ensure that telephone operators have ready access to a copy of each of these in case they receive a threat phone call. Operators will be trained in the use of the
4. Incident Reports
checklists
to
information
about
record the
caller.
There are different reports for different types of incident. The type that should be used is given in the relevant incident guidance note. The manager on duty who is handling the incident is responsible for ensuring that the incident report is completed after the incident and sent to the General Manager and Assistant Financial Controller .
CRT & Planning | 17
5. Crisis Debrief Form After every incident a debrief form will be completed and a meeting held to review the outcomes of the incident
FOLLOW UP PROCEDURE
CRT and Planning | 18
GENERAL MANAGER
4.4
NOTES FOR THE GENERAL MANAGER
INTRODUCTION The General Manager will use an aide memoire useful in training staff to understand the basics of crisis response
Notes for the General Manager | 20
Notes for the General Manager | 21
4.5
INCIDENT GUIDANCE NOTES
Incidence Guidance Notes give an overview of each type of incident
NOTES
DEFINITION These Guidance Notes give an overview of each type of incident and an outline of actions to take in addition to step-by-step procedures for handling the incident; including completing a report once the incident is over. Some incidents require the use of checklists
Incidence Guidance Notes | 24
HEALTH RELATED INCIDENTS Type of incident
Reports or checklists
Broken glass in the pool
Accident and Dangerous Occurrence Report Incident Report
Death
Sudden Death Report
Epidemics or infectious diseases
Accident and Dangerous Occurrence Report Accident and Dangerous Occurrence Report Incident Report Allegation of Food Poisoning Report Accident and Dangerous Occurrence Report Accident and Dangerous Occurrence Report Crime Report Sudden Death Report Incident Report
Body uid spillage in pool
Food contamination (suspected) Food contamination (threat) Food poisoning Illness (guest or staff) Pollution Rape Suicide Water failure or contamination
ACCIDENTS Type of incident
Reports or checklists
Accident
Accident and Dangerous Occurrence Report
Incidents involving guests when they are away from the hotel
Accident and Dangerous Occurrence Report Crime Report Incident Report Depending on Nature of Incident
Injury
Accident and Dangerous Occurrence Report
FIRE AND LIFE SAFETY INCIDENTS Type of incident
Reports or checklists
Fire or explosion
Fire Incident Report
Flood
Incident Report Incidence Guidance Notes | 25
THEFT Type of incident Theft of Guest's Property
Reports or checklists Crime Report
HOTEL PROPERTY RELATED INCIDENTS Type of incident
Reports or checklists
Boiler failure
Incident Report (required only if failure lasts longer than 12 hours)
Electrical Failure
Incident Report (required only if failure lasts longer than 12 hours)
Fire or Explosion
Fire Incident Report
Flood
Incident Report
Food contamination (suspected)
Incident Report
Gas failure
Incident Report (required only if failure lasts longer than 12 hours)
Gas leak
Accident and Dangerous Occurrence Report
Lift failure
Accident and Dangerous Occurrence Report
Panic alarm activation
Incident Report
Pollution
Accident and Dangerous Occurrence Report
Pool: body uid spillage
Accident and Dangerous Occurrence Report
Pool: broken glass
Incident Report
Telecommunications failure
Incident Report
Water failure or contamination
Incident Report
Incidence Guidance Notes | 26
EXTERNAL THREATS AND ATTACKS Type of incident
Reports or checklists
Bomb threat (telephone)
Incident Report, Telephoned Bomb Threat Checklist
Bomb threat (postal devices)
Incident Report
Dealing with undesirables
Incident Report
Demonstrations or protest groups
Incident Report
Food contamination (threat)
Incident Report, Food Contamination Threat Checklist
Kidnap or ransom demand or extortion
Crime Report, Kidnap or Ransom Threat Checklist
Political unrest or riots or war
Incident Report
Robbery, or suspected robbery/hostage taking
Crime Report
Suspect device
Incident Report
TERRORISM THREAT OR ATTACK Type of incident
Reports or checklists
Terrorist attack
None
Terrorist threat response levels
None
Incidence Guidance Notes | 27
4.6
DIRECTION AND CONTROL
Crisis Management Team Responsibilities Ressources & Compliance
DIRECTION & CONTROL CRISIS MANAGEMENT TEAM RESPONSIBILITIES 1. The Crisis Management Team controls all incident related activities. 2. Whilst the GM heads the team, an Incident Commander is required to oversee the technical aspects of the response. 3. The Security Manager or Director of Human Resources has been proposed to be the Incident Commander. 4. The Incident Commander must have the capability and authority in close collaboration with the GM to: a. Assume command. b. Assess the situation. c. Implement the Crisis Management Plan. d. Determine response strategies. e. Activate resources. f. Oversee all incident response activities. Direction & Control | 28 g. Declare that the incident is “over�
Cooperation and Coordination with External Authorities In some cases, laws, codes, prior agreements or the very nature of the
emergency
Incident
require
Commander
to
the turn
operations over to an outside response organisation. The
protocols
established
Crisis Management Team Resources 1. Emergency 3 mobile phones and 3 walkie talkies 2. An action logbook. 3. Copies of the Crisis Management Plan(s). 4. Hotel floor plans and local map
between the hotel and the outside
5. Status board.
response
6. A list of CMT personnel and
implemented.
organisation
is
descriptions of their duties. 7. Technical information and data for advising authorities. 8. Building security systems information. 9. Information and data management capabilities. 10. Telephone directories. 11. Small portable backup generator 12. Emergency supplies
Sous Vide | 75 Direction & Control | 29
PROCEDURES
4.7
PROCEDURES DURING A CRISIS
THE PROCESS
Procedures During a Crisis | 30
The Reporting, Follow Ups and Documentation Prepare and report situation to relevant authorities. This should include the following: 1. Nature
and
circumstances
of
incident with time, date and location 2. Any injuries/damage sustained 3. Location and identity of victims 4. If
hostage
taking/kidnapping
incident 5. Identity and number of terrorists involved, weapons used or any other descriptive data 6. Terrorist demands or claims 7. Assessment, including effect on hotel operations 8. Initial
actions
taken
by
local
government 9. Precautionary measures taken by hotel to protect other associates and assets. 10. Statement
on
any
media
involvement 11. Anticipated actions on part of hotel 12. Schedule
further
Crisis
Management Team meetings to handle or monitor crisis as deemed necessary. 13. Determine
local
government’s
capabilities in handling crisis. Procedures During a Crisis | 31
ACCIDENT
ACCIDENT
5.1
ACTION STEPS OVERVIEW
Accident | 32
Accident | 33
PROCEDURE IN CASE OF ACCIDENT
3-blank-copy-1.jpg
Accident | 34
Accident | 35
TRANSPORTATION ACCIDENT / OFF SITE INJURY
1-new-block.jpg
Accident | 36
BODY FLUID SPILLAGE IN POOL
BODY FLUID SPILLAGE
5.2
ACTION STEPS OVERVIEW 1. Evacuate all persons from the pool. 2. Close the pool immediately. 3. Control the area. 4. Make the pool safe again.
Body Fluid Spillage in Pool | 38
PROCEDURE IN CASE OF SPILLAGE
Body Fluid Spillage in Pool | 39
SOLID MATTER REMOVAL
Body Fluid Spillage in Pool | 40
LIQUID MATTER REMOVAL
Body Fluid Spillage in Pool | 41
B O I L E R FA I L U R E
BOILER FAILURE
5.3
ACTION STEPS OVERVIEW Maintain hot water for guests, food and beverage kitchen areas, and public areas and so on. If necessary: - Hire in temporary heating equipment Note: Beware of the increased fire risk. Repair the boiler Minimise adverse guest impact
Boiler Failure | 42
PROCEDURE IN CASE OF BOILER FAILURE
Boiler Failure | 43
B O M B T H R E AT ( B Y P O S TA L DEVICES)
BOMB THREAT
5.4
ACTION STEPS OVERVIEW 1. The package / envelope may have a smell of marzipan or machine oil. 2. Wires or metal foil may be visible, especially if the package has been damaged in transit. 3. A letter / package may feel overly heavy for its size. 4. A letter/package may be heavier on one side or in the middle. 5. A package may appear to be over-wrapped. 6. A letter / package may be incorrectly addressed, show poor handwriting, spelling or typing. 7. A letter / package may be over-stamped for its size or weight. Bomb Threat | 44
PROCEDURE IN CASE OF BOMB THREAT (BY POSTAL DEVICES)
1-Slide-1-copy-1.jpg
Bomb Threat | 46
5.5
B O M B T H R E AT ( B Y P H O N E CALL)
BOMB THREAT
ACTION STEPS OVERVIEW 1. Try to filter as much information as possible as regards an eventual bomb detonation. 2. Obtain the maximum details from the caller. 3. Communicate the information to senior management and same be channeled to Crisis Team Bomb Threat | 48
PROCEDURE IN CASE OF BOMB THREAT (BY PHONE CALL)
Bomb Threat | 49
TRAINING AND ADMINISTRATION 1. Staff who receive incoming telephone calls are to be trained/refreshed in this procedure every six months to ensure it is fully understood. 2. Copies of the Telephoned Bomb Threat Tick Sheet must be easily accessible and available for completion by telephone operators. Bomb Threat | 50
BROKEN GLASS
5.6
BROKEN GLASS IN POOL OR JACUZZI
ACTION STEPS OVERVIEW 1. Isolate the area where broken glass is located. 2. Evacuate all persons from the pool. 3. Close the pool immediately. 4. Control the area. 5. Make the pool safe again.
Broken Glass in Pool or Jacuzzi | 52
DEALING WITH UNDESIRABLES
UNDESIRABLES
5.7
DEFINITIONS Undesirables: An undesirable is a person(s) who is not welcomed in the Hotel whether before entering or once in the premises Private Properties: The Hotel is private property and access can be denied at the hotel’s discretion. Dealing with Undesirables | 54
ACTION STEPS OVERVIEW The ultimate decision to ban anyone from the hotel premises, belong to the GM and will affect both resident and non-resident guests. This decision will be based on the evidence provided by Duty Security Officer. Examples of undesirables are as follows: 1. Prostitutes. 2. Alcohol and drug related problem persons. 3. Beggars / Tramps. 4. Those persons with the intent to commit an act deemed criminal or disruptive whether resident or not. 5. Previously Banned guests / patrons. Caution should be advised and observations kept when informed by a third party of an undesirable
REPORTING AND DOCUMENTATION The DM / Security Officer will compile and maintain a recording procedure in all cases of nuisance and attempts to re-enter the premises. This file should be available for use in a Court of Law should it become necessary to resort to taking out legal injunctions. Dealing with Undesirables | 55
Prostitution In this case, we should always be seen to be complying with registration procedures which apply to all guests and visitors when an incident occurs on the Guest floors. Never use the word prostitute in any conversation with ANY person. Hotel Security Officers are required to enforce refusal or ejection after trespass of anyone who is perceived to be an undesirable or has been identified as undesirables.
This must always be done with the awareness and agreement of the DM. If a person refuses to leave, the DM may ask the person again to leave. Upon refusal to leave, the individual then becomes a ‘trespasser’. In case of presence of ‘trespassers’, Gm is informed GM will decide whether reasonable force may be used against the trespasser. The GM may decide to call the Police, who should act to prevent any ‘breach of the peace’.
Public Areas and Bars The DM has the right to refuse entry or service to any person, not resident in the hotel. There is no requirement at this stage to give a reason for being asked to leave. Common information
sense from
and
solid
Outlet
Team
Members and Security Officers is vital for informed decision-making. Dealing with Undesirables | 56
Correction Action Plan | 110
Beggars and Tramps Security Officers must always be vigilant. He must FIRMLY inform the person that he will not be allowed to enter the premises or wait outside the entrance. In case the person becomes an offender to the recommendation, the Security Officer informs the person that the Police will be called to assist if they do not move on as requested.
Trespassing in Private Areas Room Floors
Dealing with Undesirables | 57
Caution should be taken when approaching any person at any time. Verify if the person might be: a legitimate guest a trespasser, who may be dangerous and present with criminal intentions. As a rule when addressing visitors on the floors, in pairs: the conversation can be made by the Duty Security Officer and supported by the DM Simple and clear wording should be used when approaching any member of the public. Every person should be treated with respect.
The Hotel Guest - Previously Barred Dealing with previously barred or other problem guests and visitors. People under this category are normally those guests or public area patrons who have: - Committed a criminal offense. - Used insulting or abusive behaviour towards hotel staff or patrons. - Behaved regularly in a habitually drunken manner. - Solicited for immoral reasons, or are Beggars. The decision to ban individuals from the hotel is made by the GM
Previous Problematic Hotel Guests should be identified at reservation stage, or upon check-in. During
Check-In,
the
DM
and
Director of Front of House take charge of the communication Problematic
Food
&
Beverage
Outlet Guests should be identified by the specific Outlet M If required, they are requested to leave
in
the
presence
and
assistance of the Duty Security Officer. Dealing with Undesirables | 58
The decision to ban relies on: - the hotel’s Incident Report Procedure (usually completed by the Duty Security Officers) - a supporting statement from the relevant DM Such issues are addressed in Operations Meetings where the GM will decide on the suitable actions to be taken The decision taken by the GM must be communicated back to front liners, in order that it is dealt with appropriately, confidently and consistently.
5.8
D E AT H
DEATH
ACTION STEPS OVERVIEW 1. Be sympathetic and respectful when dealing with the distressed relatives, friends or staff. 2. Seal off the area and treat it as a crime scene to assist the required Police investigation. 3. Ensure involvement of authorities to identify nature and cause of death. 4. Minimise disturbance and involvement of other guests. Exercise maximum discretion and diplomacy 5. Consider use of portable screens if in a public area. Death | 60
PROCEDURE WHEN DEALING WITH CASES INVOLVING DEATH
D E M O N S T R AT I O N O R PROTEST GROUPS
DEMONSTRATION
5.9
ACTION STEPS OVERVIEW 1. Establish the reason behind the demonstration. 2. Secure the hotel perimeter and all access points. 3. Minimise disruption to guests, employees and the hotel.
Demonstration or Protest Groups | 62
PROCEDURE WHEN DEALING WITH DEMONSTRATION OR PROTEST GROUPS
01
Inform DM / GM / DHR
If the event involves a protest group:
02
- Avoid confrontation. DHR to make contact with the group organizer or leader if safe to do so. - Determine the cause of the demonstration. - Request them to walk off - DFoH to establish a security team to monitor the protest. - GM gives instructions to contact the Police (call 999). - Take every measure to avoid the protest group to enter the hotel - If the protest group does gain entry to the hotel, then rely on the Police to physically control it.
If the event involves a pre-planned demonstration:
03
04
- DHR to make contact with the group organizer or leader if safe to do so. - Determine the cause, exact route and estimated timing of the demonstration. - Avoid confrontation. - GM gives instructions to contact the Police. - If applicable, GM gives instructions to seal off hotel exits and entrances so demonstrators cannot gain entry. - GM to establish a security team to monitor the demonstration. - Security Manager to ensure CCTV cameras are fully functional and recording key areas.
GM may seek advice and assistance from the Hotel Legal advisor; Police and local authorities Demonstration or Protest Groups | 63
E L E C T R I C A L FA I L U R E
ELECTRICAL FAILURE
5.10
ACTION STEPS OVERVIEW Maintain the hotel lighting facility: - Hire temporary lighting equipment (see Emergency Hotel contact). - Beware of increased fire risk. - Provide emergency Lights. Repair electrical fault. Minimise adverse guest impact. Increase security patrols or security cover. Electrical Failure | 64
Electrical Failure | 65
Electrical Failure | 67
EPIDEMIC
5.11
EPIDEMIC OR INFECTIOUS DISEASE
Epidemic or Infectious Disease | 68
PROCEDURE
Epidemic or Infectious Disease | 69
Epidemic or Infectious Disease | 70
5.12
EXPLOSION
EXPLOSION Explosion | 72
PROCEDURE IN CASE OF EXPLOSION
1-Slide-1-copy1.jpg
Explosion | 73
1-Slide-1-copy1.jpg
REPORTING AND DOCUMENTATION 1. Maintenance Manager, Security Manager, Safety & Health Officer and Financial Controller to make a full and detailed report of the incident and enter details into the Hotel Fire Safety Report and submit it to the GM 2. It is essential to comply fully with Statutory Regulations. Tragic events in hotels that result in loss of life result in detailed enquiries into a hotel’s fire precautions, procedures and records. 3. GM to send Incident Report to: - CEO - Ministry of Labour. - Fire Brigade and Police. 4. GM to instruct FC to organize for recording of all related costs in cooperation with the Insurance Company 5. Maintenance Manager to immediately carry out minor emergency repair work. Permanent or extensive repairs must be authorised by the GM and the Explosion | 75 Financial Accountant.
FLOOD
FLOOD
5.13
ACTION STEPS OVERVIEW 1. Control the spread of water (if possible). 2. Isolate water supplies at the nearest sources and repair. 3. Minimise disruption to hotel operations. 4. Implement clean-up operations for prompt return to normal operations as soon as possible. 5. Consider the purchase of small portable pumps or borrowing or hiring pumps from the Fire Service. 6. If the incident is serious, inform the Emergency Services and ensure they have a copy of the Major Incident Hotel Profile
Flood | 76
PROCEDURE IN CASE OF A FLOOD
REPORTING AND DOCUMENTATION After the incident, Maintenance Manager to complete an Incident Report and submit it to - GM, DFoH - Police , SAMU, Fire Service Ministry of Labour, Ministry of Environment, Ministry of Tourism. FC to record separately all related costs
Flood | 78
5.14
FOOD POISONING
FOOD POISONING ACTION STEPS OVERVIEW 1. Obtain details of date, time and items consumed by affected parties. 2. Identify where else food/drink was consumed by guests other than in the hotel. 3. Consider the implications and identify an action plan to put to the authorities. 4. Isolate samples of suspected cause. 5. Be discreet. Food Poisoning | 80
PROCEDURE IN CASE OF FOOD POISONING 1. DM to call the external Hotel Doctor for provision of medical assistance. 2. DM to immediately inform GM, Security Manager, Executive Chef and F & B Manager. 3. F&B Manager to check with Executive Chef on all foods consumed by the guest(s) 4. Follow up complaint procedure. 5. Executive Chef to impound and deep-freeze a sample of each of the relevant foods then dispose of the remainder. 6. DHR to follow up on individual(s) welfare. 7. Do not admit legal liability. 8. F&B Manager and Executive Chef to determine from relevant staff how the food was prepared and ensure procedures are corrected where appropriate. 9. DHR to inform the Ministry of Health.
Food Poisoning | 81
TSUNAMI
TSUNAMI
5.15
ACTION STEPS OVERVIEW Ensure safety of all guests and Team member
AT THE SAFE ZONE 1. Ensure everybody is accounted for 2. Re-assure the guests 3. Provide warm clothing and basic survival food to the guests and team members as necessary
AFTERMATH 1. We ensure that all our hotel guests are taken care
Tsunami | 82
FRONT OFFICE 1. Print out all in house guests at the Hotel and Submit to the Security / HR Department 2. Print a separate list for all physically challenged guests and team members and to submit to the Crisis team 3. Reassure the guests and ask them not to panic and take good care of them
BOAT HOUSE 1. Stop all nautical activities 2. Ensure all hotels’ guests are accounted for 3. Ensuring the Red flag is in position
Tsunami | 83
HOUSEKEEPING 1. To ensure blankets and warm clothing are available in case of needs arise at the safe zone 2. To assist in securing the all items as far as being practicable 3. Ensure electric torches, batteries and candles are available at safe zone
FOOD AND BEVERAGE 1. To have a quick drink and food packed for guests 2. To liaise with the hotels in the higher areas to supply for food at the safe zone for our guests 3. Secure liquor and luxury beverage to safe areas Tsunami | 84
FINANCE 1. Secure all valuable, confidential documents and vaults in safe areas 2. If possibility exists, seek assistance from security for the safe guards to the transport
ENGINEERING 1. Secure all vitals installations as far possible to avoid any hazard outbreak 2. Ensure electricity is switched off before final evacuation 3. Cut off main gas supply 4. Prepare emergency tools to be taken along in cases of emergency while evacuating
Tsunami | 85
CRISIS COMMITTEE
Tsunami | 86
GAS LEAK
DEMONSTRATION
5.16
ACTION STEPS OVERVIEW 1. Preserve life. 2. Cut off the flow of gas. 3. Prevent a fire situation. 4. Eliminate additional hazards.
Gas Leak | 88
PROCEDURE IN CASE OF GAS LEAK
Gas Leak | 89
ILLNESS | INJURY
5.17 I L L N E S S / I N J U RY
ACTION STEPS OVERVIEW 1. Ensure that the guest is comfortable and is receiving the necessary medical supervision 2. Minimise disruption to hotel operat
Illness / Injury | 90
PROCEDURE IN CASE OF ILLNESS | INJURY
THEFT
OF GUEST 5.18 THEFT PROPERTY
ACTION STEPS OVERVIEW 1. Offer assistance and minimize guest inconvenience. 2. Call Police if requested to do so. 3. Carry out an in-depth investigation and fully document all procedures and findings. 4. Not admit any legal liability.
Theft of Guest Property | 92
PROCEDURE DM, Front Office Director and GM to visit the guest’s room or scene of the theft
01 02 03
Front Office Director/ DM to ensure no disruption to the room
Security Manager/ Front Office Director to view CCTV and check door lock operations in the presence of the Senior Security Officer on duty
04 05
Inform the GM, Director of Human Resources, DM and Front Office Director In any event, no member of Management should go to the guest room unless accompanied by a Senior Security Officer (most Senior Security Officer on duty)
DM to record all details carefully, noting lost items
06 07
Front Office Director to organize in close collaboration with the DHR & Security for interviewing staff to see if they may be implicated or if anything suspicious was seen
08
Front Office Director to ensure that all claims by the guest are submitted in writing
10
09
GM to decide whether to call CID / Police
Do not admit any legal liability
Theft of Guest Property | 93
5.19
WATER FAILURE OR CONTAMINATION
WATER FAILURE
ACTION STEPS OVERVIEW 1. Minimise guest inconvenience. 2. If the contamination is serious, inform the Emergency Services
Water Failure | 94
PROCEDURE IN CASE OF WATER FAILURE OR CONTAMINATION 1. In case of water failure, Maintenance Manager to call Central Water Authority on 170 and enquire about resumption time frame of water supply 2. Maintenance Manager to inform GM and Front Office director, as well as DM 3. In case water tanks are empty, Maintenance Manager to call for tanker lorries to ensure sufficient water for the Hotel operation 4. In case of water contamination, Maintenance Manager to immediately inform GM and Security Manager 5. Maintenance department to stop water supply pumps and locate source of contamination. 6. Once source of contamination found, Maintenance Team to isolate the source and to do necessary to empty water tanks 7. In the meantime, Maintenance Team to prepare bypass for potable water supply from CWA (if clean) or from tanker lorries. 8. Check all water storage vessels for contamination. 9. Check ice cubes for contamination. 10. Frontconsidered Office Director/ Executive to advise 1. Are a "highF&B risk"Manager/ food because of theHousekeeper poor health standards guestswhich not tothey useare water in drinks or for personal use (for example, brushing under manufactured. teeth). The will provide bottled (Hot waterdogs) for drinking in likely everytooccupied 2. Ground beefhotel (hamburgers) & Turkey are more harbour suite and villas E-coli than any other food. life-threatening 11. F&Bmaximum Manager quality, to ensure food hot is prepared decontaminated water (that 3. For freeze dogs no with longer than 1 or 2 months. And, is, of water sterilized with hot decontamination course, never leave dogs at room tablets). temperature for more than 2 hours. 12. Executivehot Housekeeper to organize sending laundry outrisk for washing. 4. Although dogs are fully cooked,forthose at increased of foodborne 13. illness Maintenance do needful for the meat carrying of water should Manager reheat hottodogs and luncheon untilout steaming hotanalysis before and inform that contamination problem is solved. eating, due GM to the threat of listeriosis. 14. GM to advise guests as soon as the water is back on. 5. Microbial Hazards associated arepossible Listeria that monocytogenes & E.coli. 15. Do not admityounger legal liability. 6. For children than 4, whole hot dogs and other round foods can be a 16. choking In extreme case, The if contamination is confined only to theadvises Hotel, that GM to to hazard. American Academy of Pediatrics considerchoking, the possibility of transferring guestsortointo another prevent cut hot dogs lengthwise very hotel. small pieces before giving them to children. If the hot dogs have a casing, remove it before cutting the hot dog into pieces for the child. 7. Make burger patties thin so that they cook all the way through. 8. Cook hamburger and other ground meats thoroughly. Ground beef can turn brown before disease- causing bacteria are killed. Water Failure | 95 Beef | 38
5.20
RAPE
Rape is a type of sexual assault usually involving sexual intercourse or other forms of sexual penetration carried out against a person without that person's consent.
RAPE
DEFINITION
ACTION STEP OVERVIEW 1. Be sympathetic to the victim and relatives. 2. To ensure that the case is treated in complete confidentiality and the strict minimum of people is aware. 3. Seal off the area and treat it as a crime scene to assist the Police investigation. 4. Ensure correct involvement of authorities. 5. Minimise disturbance and any involvement of other guests. 6. Avoid any media intrusion. 7. Consider whether a staff briefing is appropriate. Rape | 96
PROCEDURE IN CASE OF RAPE GM accompanied by the DHR or DM to make sure the victim is comfortable and accompanied by a member of staff (of the same sex) or a member of the guests’ family. Note: Where the use of drugs is suspected, do not give the alleged victim anything to drink until the victim have been seen by the doctor or the Police, as traces of the drug still in the body may be diluted. GM to immediately contact the Hotel doctor, the Police and SAMU if required. Full assistance to be given to the Emergency Services, where required. DHR to assist guest/relatives with further arrangements, for example, providing transport to see authorities.
The act of rape may be carried out by physical force, coercion, abuse of authority, or against a person who is incapable of giving valid consent, such as one who is unconscious, incapacitated, has an intellectual disability or is below the legal age of consent.
REPORTING AND DOCUMENTATION After the incident, the DHR and Security Manager in close collaboration with the most senior Security Officer on duty to complete a Crime Report and submit it to: - GM - Police and SAMU Rape | 97
ROBBERY
5.21
ROBBERY OR ARMED ROBBERY
ACTION STEPS OVERVIEW 1. Avoid putting lives at risk. 2. For a robbery: - Immediately alert the Police and authorities. - Preserve any evidence. 3. For an armed robbery situation: - Stay calm - Evacuate the scene and surrounding area. - Avoid aggressive and confrontational action. - Do nothing that may endanger in any possible way the guests or staff in the said area Robbery or Armed Robbery| 98 - Immediately notify the Police.
2.
PROCEDURE 1. GM to inform the Police at the earliest opportunity without putting any person at risk. 2. DM to call control room to inform Security Manager 3. GM, Security Manager and DM
3. 4. 5. GM to retain Police contact name, crime number and contact number. 6. Security Manager to ensure CCTV coverage is retained for evidence. 7. DHR to record the observations of staff involved at the time.
to assist guests
AFTERMATH 1. Security Manager to record what property items have been taken; 2. Seal off the scene 3. Human Resources Department to obtain witness statements. 4. Security Manager/DM/Senior
REPORTING AND DOCUMENTATION After the incident, DFoH to complete a Crime Report and submit it to: - GM - Police , SAMU - Security Department
Security Officer on duty to take photographs of the area.
Robbery or Armed Robbery| 99
5.22
SUICIDE
DEFINITION Suicide is the act of intentionally causing one's own death.[9] Mental disorders —including depression, bipolar disorder, autism, schizophrenia, personality disorders, anxiety disorders, physical disorders such as chronic fatigue syndrome, and substance abuse are risk factors Suicide is the act of intentionally causing one's own death. Mental disorders— including depression, bipolar disorder, autism, schizophrenia, personality disorders, anxiety disorders, physical disorders such as chronic fatigue syndrome, and substance abuse. Common methods of suicide include hanging, pesticide poisoning, and firearms.
Suicide | 100
SUICIDE
ACTION STEPS OVERVIEW Minimise disruption and any involvement of other guests. Seal off the area and treat it as a crime scene to assist the Police investigation. Ensure correct involvement of authorities to identify the nature and cause of death. Be sympathetic and discreet with distressed guests, relatives or staff. Consider whether a staff briefing is necessary.
1
1
Immediately inform the GM, Security Manager and DM.
2
GM, Security Manager and DM to call Police and SAMU
3
GM, Security Manager and DM to comfort and assist relatives and/or staff in distress.
4
Full assistance to be given to the emergency services where requested
2
3
4 5 6
Not admit any liability.
PROCEDURE
5
6
GM, Front Office Director and DM to assist relatives or friends with further arrangements by, for example, extending their stay in the hotel or providing transport to the authorities. Do not admit any legal liability.
Suicide | 101
5.23
TELECOMMUNICATION FAILURE
Most common causes of telecommunication is to run out of fuel, batteries, equipment damage, LAN downtime and natural disasters
TELECOMMUNICATION
ACTION STEPS OVERVIEW 1. Re-establish communication links. 2. Repair the fault (if within hotel premises). 3. Minimise the impact to the guest.
Telecommunication Failure | 102
PROCEDURE IN CASE OF TELECOMMUNICATION FAILURE
Telecommunication Failure | 103
Telecommunication Failure | 104
MURDER
MURDER
5.24
ACTION STEPS OVERVIEW 1. Avoid any possible disruption and involvement of other guests and staff 2. Seal off the area and treat it as a crime scene to assist the Police investigation. 3. Ensure correct involvement of authorities to identify the nature and cause of death. 4. Be extremely sympathetic, discreet and diplomatic with distressed guests, relatives or staff. 5. Consider whether a General Staff meeting is necessary. 6. Do NOT admit in any circumstance any liability. Murder | 106
PROCEDURE 1. Immediately inform the GM, Security and DM followed by the CRT 2. GM to call Police and SAMU, as well as any other relevant authority 3. It is the sole responsibility of the GM to liaise with the media, as well as have any communication with them in
close
collaboration
with
the
Director of Human Resources 4. GM, Director of Human Resources and DM to comfort and assist relatives and/or staff in distress. 5. In the event, that the incident was witnessed by another guest or staff member, GM to immediately contact the guest or staff, in order to obtain first hand information and avoid any propagation
thereof.
Director
of
Human Resource to then follow-up with relevant staff member/s 6. GM to immediately inform the CEO of “Nira Hotels and Resorts� to report the incident, at which time, it will be decided as to the nature and extent of any news or info that will be shared in due course with any member of the press 7. Instructions to be given by the GM, that no media is permitted entry into the Estate, without explicit prior authorisation
Murder | 107
5. 6. 7. 8. To give full assistance to the emergency
services
and
local
authorities (Police, Embassy etc.) where requested 9. Director of Human Resource to ensure in close collaboration with all HODs, that all staff on duty remains so and are not permitted to leave the premises until further notice 10. Director of Human Resources to ensure that immediate instructions are given in close collaboration with
all
HODs,
that
the
said
incident is not discussed with any other guests nor revealed nor communicated
to
any
external
party 11. GM, Security Manager and DM to assist relatives or friends with further
arrangements
by,
for
example, extending their stay in the hotel or providing transport to the authorities. 12. Do not admit any legal liability.
DFoH to complete a Sudden Death Report Form and submit it to: - GM - Police and SAMU - Ministry of Health - Ministry of Tourism - Ministry of External Affairs
Murder | 108
SHANTI MAURICE RESORT & SPA
CRISIS MANUAL
Saint Felix, Coastal Road | Mauritius +230 603 7200 | +230 5 423 1111 | www.shantimaurice.com