COCU 2 : FRONT DESK OPERATION

CODE NO. I551-002-3:2017-C02/IS(16/18) Page : 4 Of 7 Figure 3: Example Of Official Receipt (Deposit) OFFICIAL RECEIPT NOTES: PLEASE SHOW THIS RECEIPT UPON CHECKOUT TO REFUND YOUR DEPOSIT’S RECEIPT NO : 0432 ROOM NO : 212 DATE : 7 JUN 2021 PAYMENT FOR: - ROOM DEPOSIT (RM100) TOTAL RECEIVE: RM CENTS 100 00 TOTAL RM100.00 PAY BY: RECEIVE BY : EXAMPLE

CODE NO. I551-002-3:2017-C02/IS(16/18) Page : 5 Of 7 3. PAID-OUT Paid out are being given when processing guest departure. Usually the item being paid out are refunding guest deposit or any excess made by the guest during their registration. Example are as follow : Situation 1 Mr. Hamid have made a booking and already paid for his choice such as below detail’s : Check in date : 7 June 2021 Check out date : 8 June 2021 Room types : Deluxe (King bed) Room price : RM200.00 (1 night) Mr. Hamid already paid for the room price during his check in and he also paid RM100.00 for the room deposit as per the hotel policy. The paid out that will be received by Mr. Hamid upon check out are as follow : OFFICIAL RECEIPT (STAFF SIGNATURES) Room no : 101 Date : 8 June 2021 PAYMENT FOR: - Refund Room Deposit (Rm100) TOTAL RECEIVE : RM CENTS 100 00 TOTAL RM100.00 PAID BY : RECEIPT NO : 0234

CODE NO. I551-002-3:2017-C02/IS(16/18) Page : 6 Of 7 Situation 2 Mr. Hamid have made a booking and already paid for his choice such as below detail’s : Check in date : 7 June 2021 Check out date : 8 June 2021 Room types : Deluxe (King bed) Room price : RM200.00 (1 night) Mr. Hamid have paid for the room price over than he supposed to pay with an excess of RM50 during his check in and he also paid RM100.00 for the room deposit as per the hotel policy. The paid out that will be received by Mr. Hamid upon check out are as follow : OFFICIAL RECEIPT (STAFF SIGNATURES) Room no : 101 Date : 8 June 2021 PAYMENT FOR: - Refund Room Deposit (Rm100) - Excess Room Price (Rm50.00) TOTAL RECEIVE : RM CENTS 100 00 50 00 TOTAL RM150.00 PAID BY : RECEIPT NO : 0234

CODE NO. I551-002-3:2017-C02/IS(16/18) Page : 7 Of 7 QUESTIONS : 1. What is mean’s by “refund” in general term’s? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. What are the process involve in getting room deposit from the guest? _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. Give three (3) detail’s that can be found in Official Receipt being held at Front Office Department. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. Give three (3) advantages in taking room deposit from the guest. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. What are the different between cash deposit and paid out? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ REFERENCES : 1. https://www.ezeefrontdesk.com/hotelpms.php%C2%AB%20Previous%20Topics&text=As%20mentioned%20earlier%2C %20processing%20guest,to%20the%20guest's%20individual%20account. 2. https://setupmyhotel.com/component/tags/tag/paidout.html

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 PROGRAMME CODE, COMPETENCY UNIT CODE AND TITLE I551-002-3:2017 - C02 FRONT DESK OPERATION WORK ACTIVITIES NUMBER AND STATEMENT 1. PREPARE FRONT DESK OPERATION REQUIREMENT 2. TAKE OVER CASH FLOAT 3. ASSIGN ROOM TO ARRIVAL GUEST 4. HANDLE GUEST ARRIVAL ACTIVITIES 5. CARRY OUT BUCKET CHECK DUTIES (NIGHT SHIFT) 6. CARRY OUT GUEST DEPARTURE ACTIVITIES 7. CARRY OUT CASHIERING ACTIVITIES 8. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017-C02/IS(17/18) Page : 1 Of 10 TITLE: SHIFT CLOSING REQUIREMENT PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding on shift closing requirement focus in Front Office Department. KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET

CODE NO. I551-002-3:2017-C02/IS(17/18) Page : 2 Of 10 INFORMATION : 1. INTRODUCTION TO BASIC SHIFT The 24-hour nature of front office operations requires constant staffing. The day in the front office is usually divided into three shifts. The first shift or morning shift typically is from 7 am to 3 pm. The morning shift arrives to relieve the night shift and take over from them for the day’s operations. The second shift or afternoon shift usually is from 3 pm to 11 pm. This is important since important tasks like handover, cash counting, tallying and briefing happen during this overlap. Sometimes departmental meetings or training sessions are scheduled during this time too. The third shift or the night shift is from 11 pm to 7 am. They relieve the afternoon shift. Night audit happens during the night shift. This shift is also called as (Graveyard shift) Figure 1 : Flowchart Of Basic Shift MORNING SHIFT (7AM UNTIL 3PM) EVENING SHIFT (3PM UNTIL 11PM) NIGHT SHIFT (11PM UNTIL 7AM)

CODE NO. I551-002-3:2017-C02/IS(17/18) Page : 3 Of 10 2. JOB AND RESPONSIBILITIES OF CASHIER Posts revenue centre charges to guest accounts, Receives Payments from guest accounts at check-out. Coordinates the billing of credit card and direct-billed guest accounts with the accounting division. All guest accounts are balanced by the cashier at the close of each shift. He / She normally entails answering guest inquiries regarding fees and services. Front Office Cashier Duties And Responsibilities: ✓ Operates front office posting software. ✓ Obtains the house bank and keeps it balanced. ✓ Completes cashier pre-shift supply checklist. ✓ Completes guest check-in procedures. ✓ Clarifies customers question or concerns about the charges on their bills. Figure 2 : Cashier Using Credit Card Terminal Machine

CODE NO. I551-002-3:2017-C02/IS(17/18) Page : 4 Of 10 3. DOCUMENT REQUIRED DURING CLOSING SHIFT Before Cashier make their closing, they need to know the value or revenue that they have make based on each of their account on the system. Each personnel at the reception have to print out their own cashiering report to know the value of revenue they have been making on particular shit on that day. There are variety of document related to shift closing such as registration form, official receipt, miscellaneous receipt and etc. Below are the example of form mention above. Figure 3: Reviewing Source Of Data To Make Conclusion

CODE NO. I551-002-3:2017-C02/IS(17/18) Page : 5 Of 10 a) Registration form There are certain details that need to give attention in order to getting the exact amount for revenue for certain shift such as below : • Guest room no • Room type • Staff signature • Arrival and departure date • Method of payment • Sum of payment • Other related , etc Figure 4 : Registration Form

CODE NO. I551-002-3:2017-C02/IS(17/18) Page : 6 Of 10 b) Official receipt Figure 5 : Official Receipt

CODE NO. I551-002-3:2017-C02/IS(17/18) Page : 7 Of 10 4. CASHIER BALANCING PROCESS Cashier balancing is a process usually conducted in businesses such as grocery stores, restaurants and banks that takes place at the closing of the business day or at the end of a cashier's shift. This balancing process makes the cashier responsible for the money in his or her cash register. a) Short (shortage) The manager refers to this slip when counting the cashier's sales money. If the money counted does not match what is on the balancing slip, the cashier may be over or short (in cash). Whenever a discrepancy such as overages or shortages occur, the money is usually counted again to ensure that the amount is correct. Figure 5 : Collection Of RM50 Notes b) Finding discrepancies in your end-of-day balance There are a few different kinds of discrepancies that you need to be on the lookout for, both overages and shortages. Overages are when the amount in your register is more than your POS system says you should have. Shortages, however, are where your POS system says you should have a certain amount of cash, but your till comes up short.

CODE NO. I551-002-3:2017-C02/IS(17/18) Page : 8 Of 10 ➢ Shortages • Most reason are cashier over charging the guest account, thus the cashier need to review the whole document related to the amount such as room rates and other charges. Figure 6 : Money Shortage ➢ Overages • Most reason are the cashier are missing or forget on updating the system regarding guest charges or payment It is important for each personnel that have been designed to this position need to be meticulous and extra careful when handling numbers.

CODE NO. I551-002-3:2017-C02/IS(17/18) Page : 9 Of 10 5. CASHIER CLOSING PROCESS All the transaction recorded by PMS must be printed and submitted to account department. The cashier for each shift must print guest folio or tax invoice and compile or attach with the supporting document such as coffee house bill, paid out voucher and miscellaneous voucher. The report of collection settlement must be printed every shift and will be submit to the account department together with collection. The remittance envelope will be used for collection of settlement such as cheque, cash and traveller’s cheque ❖ Procedure of cashiering closing : 1. Insert remittence envelope of shift collection to finance department into safe deposit box 2. Keep the float money into the safe deposit box 3. Record the movement of safe deposit box key into the log book 4. Hand over safe deposit box key to the supervisor after shift end. ❖ Cashier’s Report Some hotels run the traditional three shift (7.00am – 3.00pm, 3.00pm – 11.00pm, and 11.00pm – 7.00am) for cashier. In larger hotel, several cashiers may work each shift. No matter how many cashier work per shift, each is responsible for actual cash and credit card payments received; these are compared to PMS totals. The cashier’s report lists cashier activity including cash and credit cards and PMS totals. It is an important part of the financial control system of a hotel. The front office manager and the controller review this part of the night audit and look for discrepancies between the actual amount receivable and the PMS total. The front office manager also maintains an analysis of the accounts receivable balance that indicates the source of each account receivable – city ledger, direct billing, or various credit cards. They also assess the cashier’s accuracy

CODE NO. I551-002-3:2017-C02/IS(17/18) Page : 10 Of 10 QUESTIONS : 1. What are the basic shift held at Front Office Department’s? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. What is mean by “revenue”? _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. Give three (3) jobs and responsibilities of cashier in front Office Department. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. Give three (3) example of document related to preparing shift closing reports. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. What are the different between “overage” and “shortages”? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ REFERENCES : 1. https://www.ezeefrontdesk.com/hotelpms.php%C2%AB%20Previous%20Topics&text=As%20mentioned%20earlier%2C %20processing%20guest,to%20the%20guest's%20individual%20account. 2. https://setupmyhotel.com/component/tags/tag/paidout.html

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 PROGRAMME CODE, COMPETENCY UNIT CODE AND TITLE I551-002-3:2017 - C02 FRONT DESK OPERATION WORK ACTIVITIES NUMBER AND STATEMENT 1. PREPARE FRONT DESK OPERATION REQUIREMENT 2. TAKE OVER CASH FLOAT 3. ASSIGN ROOM TO ARRIVAL GUEST 4. HANDLE GUEST ARRIVAL ACTIVITIES 5. CARRY OUT BUCKET CHECK DUTIES (NIGHT SHIFT) 6. CARRY OUT GUEST DEPARTURE ACTIVITIES 7. CARRY OUT CASHIERING ACTIVITIES 8. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 1 Of 21 TITLE: HANDLING EMERGENCY SITUATION PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding type and activities handling emergency in hotel. KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 2 Of 21 INFORMATION : 1. INTRODUCTION TO SAFETY, HEALTH AND SECURITY Figure 1 : Signs And Symbols For Safety, Health And Security Safety is the state of being "safe" which come from French words “sauf”, the condition of being protected from harm or other non-desirable outcomes. Safety can also refer to the control of recognized hazards in order to achieve an acceptable level of risk. Security mostly refers to protection from hostile forces, but it has a wide range of other senses such as the absence of harm to certain parties especially humans. Besides that, security also known as a key to survival for any living organism because life is full of perils and threats, both physically, environmentally and socially. Thus, it is vital that organisms construct mechanisms to maximise their security. Despite that, safety and security is one of the most important aspect which all human beings should learn and able to practise in terms of handling any issue or situation. Generally, safety and security at hotel can be involves our surroundings such as workplace, collegues and guests. Any successful hotel business will see a constant stream of guests arrive and depart. Our hopes as service provider is effortly to ensure of our guest to have an enjoyable stay at our hotel and will leave without any accidents or injuries befalling them. It’s fair for customers to expect that whilst staying at your hotel establishment, they will well looked after, both themselves and their personal possessions.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 3 Of 21 However, as well as guests staying with you, the hotelier also has a responsibility to ensure that the hotel are safe for employees to carry out their duties. In other words, safety and security are not particularly focus on guests but its generally covers staffs of hotels and also their surroundings. For hotel safety and security, they will try and applies or practices any method including man power, education or updated technology to maintain and prevent from internal or external threat. 2. HOTEL BASIC HEALTH, SAFETY AND SECURITY Normally, in order to build a hotel and its management will requires most standards including approvals from certain organization that approves their business in terms of health, safety and security. Thus, every well developed hotel will surely have their own general safety manual for all their staffs to work in accordance to Occupational Safety and Health. Act of 1970 (OSHA) in terms of safety, health and security developed standards. These are the general meanings and hotel efforts for health, safety and security :- a. Health The terms refers to the human beings health status or the state of being free from illness or injury. Figure 2 : First Aid Kit And Sanitary Hand Wash

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 4 Of 21 Health of a person whether for hotel staff is very important to ensure the hotel operation runs smoothly. Moreover, same goes by placing a high concern for guest health during their accomodation at hotel. Some of the efforts that hotel made to ensure the hotel meets their standards by facilitate their rooms or each department with the first aid kit for early treatment for light injury. Furthermore, hotels also facilitate their staffs and guest by placing the sanitary hand wash at toilet, pantry and also at guests rooms due to health care in order to prevent bacteria infection. Besides that, we also might see some of the places arround hotel have been placed caution sign especially that able to affects the health of a person (staff or guest). Thus, this efforts may create people awareness for particular place in terms of health safety. b. Safety and security Refers to the quality or state of being free from danger. By focusing on the each words generally, safety more to the foundation of being free from danger while security enhancing the status as another protection layer for safety. Figure 3 : Safety Equipments for Hotel Staff Refers on the illustration above, it shows the safety equipment that provides by hotels for their staff in handling the daily job. For instance, Bellman at Front Office Department using the fabric hand gloves in handling guest luggage to prevent from any infection that surrounds the luggage bag. Another example, Housekeeping staff using latex hand gloves, safety shoes and face mask which provides by hotels in handling their daily task.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 5 Of 21 Figure 4 : Surveillance Camera and Monitoring Room Moreover, in order to enhance and improve the empowerment of security aspects for total safety, hotel equiped their surroundings with updated tehnologies such as surveillance that normally done through hidden circuit camera at various hotel entrances or public area such as the lobby area that located near the front desk and guest rooms. Besides that, for safety reason and to meet workplace safety standards all hotel need to provides fire extinguisher and alarm systems to fight fire incidents at early stage. 3. EMERGENCY SITUATION IN HOTEL Figure 5 : Emergency Situation Emergency situation can be define as a serious, unexpected, and often dangerous situation requiring immediate action. During the situation, the people that involves such as staffs need to be equiped with knowledge and skills in order to make assistance. Furthermore, handling difficult situation in hotel is a gigantic task inded. Almighty forbid, there is an accident or an emergency situation in your hotel, but still anything can take a turn. Thus, to handle an accident or emergency situation in hotel or resort we must have pre-cautinery arrangement or some policy.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 6 Of 21 There are several types of emergency situation such as :- i. Fire Fire incident is a situation whereas the burning flame burns certain places and make the surroundings air become hot and polluted with smokes. For fire incident it might happen because of many causes due to clumsiness, gas piping failure, machine overheating and more. ii. Death The death means the situation that someone had died because of several main causes such as body system failure, external threat by exposed to hazzard environment (chemichal, radiaton etc) and by human act (murdered). iii. Bomb threat Anxious situation which threaten the hotel through phone calls, mobile text messaging (social apps etc.), mail and others. This situation requires a good skills among the staff that received the threat to interpret the messages correctly and act in accordance to standards which have been train and taught by the managements of the hotel or safety organization. iv. Disturbance (Fighting, Riot) Situation that involves uncontrollable people exposing their frustration and disatisfaction through anger towards another person, group or organization. The disturbance might have its own level and stages which can be handle or requires assitance from the local authorities officers such as police. v. Terrorist The situation that beyond staffs and guests power to handle. Mostly in the early stages of this threat, as staff or guest need to reach local autorities officers by calling the hotline such as 911 to handle and to avoid casualties.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 7 Of 21 4. BASIC FIRE FIGHTING SKILLS (FIRE EXTINGUISHER) Figure 6 : Table of Fire Extinguisher and types. Most organization whether Government and Non-Government need to meet the safety standards and provides basic facilities in terms of safety such as fire detector, water hose reels, emergency alarm and also fire extinguisher. For fire extinguisher will be particularly placed on selected area under safety reason. Fire extinguisher comes with various sizes and types (refers to the table above). Figure 7 : Picture Of Various Types of Fire Extinguisher

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 8 Of 21 These followings are the procedure in handling fire extinguisher :- • Firstly, select the type of fire extinguisher that are suitable to use (according to the situation, for instance the risks and level of emergency situation) • Second, be in a position of the wind direction during using the fire extinguisher. • Third, execute according to P.A.S.S practices. P.A.S.S refers to Pull, Aim, Squeeze and Sweep. Below are the explaination of P.A.S.S :- Method / system P.A.S.S P – Pull : Pull the safety pin A – Aim : Point the nozzle towards the fire source S – Squeeze : Press the “lever” where an extinguishing agent is injected out S – Sweep : Send the nozzle / hose to the left and right to speed up the deletion process Figure 8 : P.A.S.S System

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 9 Of 21 5. LEVEL OF EMERGENCY SITUATION Figure 9 : Diagram of Emergency Situation Level Generally, level of emergency situation clasified into three main stages which according and depends to the risk of situation. For basics level of emergency may refers as the Illustration 5 above. According to OSHA, in order to identifiy the level of the emergency will refers to the risk assessment matrix. Thus, hotel should provides the staffs through health, safety and security training program to help the staffs in understanding how to analyze the level of emergency situation. These are the basics and summerization for the level of emergency situation :- i. Low risk : The level of emergency which considered as not critical and easy to handle. For instance, minor injury like scatch wounds which able to be treat with basic medical aid (first aid-kit). Nonetheless, person who treats the injured person should have at least basic knowledge to using the basic medical aid for early treatment. ii. Medium risk : The next level which a bit higer from low risk and considered as medium critical situation which also need fast response. For example, major injuries such as broken bones, critical breathing problem, mental disorder, and physical threats.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 10 Of 21 iii.High risk : Most critical situation that normally labeled as red situation which really need to be handle with fast and wise response. Some of the high risk level of emergency situation will refers to situation such as natural disaster, incidents that causes casualties (badly injured and death). Due to this situation will required immidiate assistance from special force like police department, fire and rescue, ambulance etc. 6. PHASES OF EMERGENCY For emergency management, there are basically four main phases such as mitigation, preparedness, response, and recovery. Below are the four phases and its general meanings sue to emergency management The Four Phases of Emergency Management Mitigation (Preventing future emergencies or minimizing their effects) Includes any activities that prevent an emergency, reduce the chance of an emergency happening, or reduce the damaging effects of unavoidable emergencies. Buying flood and fire insurance for your home is a mitigation activity. Mitigation activities take place before and after emergencies. Preparedness (Preparing to handle an emergency) Includes plans or preparations made to save lives and to help response and rescue operations. Evacuation plans and stocking food and water are both examples of preparedness. Preparedness activities take place before an emergency occurs. Response (Responding safely to an emergency) Includes actions taken to save lives and prevent further property damage in an emergency situation. Response is putting your preparedness plans into action. Seeking shelter from a tornado or turning off gas valves in an earthquake are both response activities. Response activities take place during an emergency. Recovery Recovering from an emergency Includes actions taken to return to a normal or an even safer situation following an emergency. Recovery includes getting financial assistance to help pay for the repairs. Recovery activities take place after an emergency.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 11 Of 21 7. EMERGENCY EVACUATION PROCESS It is important, so please make sure you know the location of the closest fire exit in each area of the hotel, as well as the location of fire hose reels, fire extinguishers and fire blankets. Also, please ensure your work area is kept clean and tidy. Do not block corridors, entrances or exits Figure 10 : Sample of Assembly Point Place The procedure to be followed in the event of fire: 1. The Department Manager's / HOD's are responsible for ensuring each person in the department has been trained in the department. 2. Always Remain Calm in the event of a fire. 3. If no one is available, activate the closest fire alarm or dial switchboard or operator. If one is not, call the emergency fire services number as per the local authority. 4. State your name, location, the location of the fire or smoke and the type and size of the fire (ie electrical, fuel or paper). 5. If possible, without endangering yourself, try to put out the fire ensuring you use the proper extinguisher. 6. If this is not possible, close all doors to the fire area and follow the evacuation procedure. 7. If it is safe to do so, wait in an area that is a safe distance from the fire so you are able to direct personnel arriving on the scene to the location of the fire. Things to remember in an emergency: 1. Do not use the elevator.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 12 Of 21 2. Feel any door you are going to open (with the back of your hand) to see if it is hot. If so do not open the door. 3. Stay low to the floor and if necessary crawl to avoid smoke “Stop, Drop and Roll”. 4. In a fire, smoke kills 80% of people - more than the actual fire itself. What to do when you hear an alert tone activated: 1. Always Remain Calm and do not panic. 2. Follow the fire evacuation procedure for your department and/or await instruction from your supervisor. 3. If guests ask what is happening, let them know there is no need for concern and the alarm is being investigated. 4. Never say there is a fire. In the event you are instructed to evacuate the premises: 1. Close all doors and windows and turn off all electrical equipment as you leave your area. 2. Escort guests from the property as per the evacuation procedures. 3. Make your way, via the fire stairs and exits, to the evacuation assembly point. 4. Roll call will be taken of all staff to ensure no one is missing. 5. Other specific fire instructions are located in the fire evacuation procedures manual located in your department. 6. Please familiarise yourself with your responsibilities in the event of a fire. What to do when you are in a guest room/ enclosed department that is not your own: During a fire, before you leave your guestroom: 1. Look at the back of the door for the location of the closest fire exit. 2. Take your room key in case the fire or smoke is too heavy and you have to come back. 3. Count the number of doors to the fire exit in case the smoke is too heavy to see so you can feel your way. 4. Feel the door with the back of your hand to see if it is hot; if so do not open it. 5. The doors in the hotel have a 4 hour burn time before the fire can get through them.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 13 Of 21 If you get trapped in a guest room: 1. Dial switch from the room telephone and let the operator know you are trapped in a room. 2. Fill the bathtub or sink with water. 3. Wet towels and put along the bottom of the door to prevent smoke from entering. 4. Turn off the air conditioning to prevent smoke from coming into the room. 5. Remain calm until the Fire Brigade arrives. 7.1 HANDLING ACCIDENT, SICKNESS AND DEATH Accidents, illness and death are some emergencies that may affect guests and employees from time to time and it may be the business of the Housekeeping dept. and Front Office to deal with them. • All employees should have knowledge of first aid and in any such situation they should be levelheaded, calm and not give in to panic and confusion. It should also be stressed upon staff that there should be no loose talk or gossiping and rumor mongering with other employees or guests. • Nearly all hotels have a resident doctor or resident nurse (large hotels) or a doctor-oncall (small hotels) and he can be contacted when required. • An ambulance can also be available in an emergency. Accidents: Accidents can occur anywhere and at any time and in a hotel, the likelihood of accidents occurring is even higher because of the amount of human traffic that moves through it. These accidents may involve guest or staff.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 14 Of 21 • All accidents have to be dealt with quickly without panic and keeping the interests of the hotel management in mind. • The housekeeping department is normally responsible for dealing with First Aid and must maintain a first-aid box for dealing with such incidents. • It also makes sense to maintain first-aid facilities or box in areas more prone to accidents such as the kitchens and the maintenance departments. • The services of a (house) doctor should be available whenever required. Procedure in case of an accident: 1. If possible remove the accident victim from the site of accident as soon as possible to a quiet secluded place. Make him comfortable, use a stretcher in case it is needed. 2. Preferably, take someone with you to the accident site and to help in handling the person. 3. Call the hotel doctor if the need is felt. 4. Handling of the accident victim should preferably be done by a trained first aider till the arrival of a doctor. Never try to move an accident victim who seems to have suffered a fracture- seeing an unnatural angle of the limbs, or if guest is in too much of pain, etc. 5. Keep calm, but don’t take too much time to decide on any action, time lost may be important. 6. Try to protect your establishment against any false allegations later. 7. Making a full report when the event is recent and fresh helps here. This record needs to be maintained by management in case of any queries later on or if the guest blames the hotel later on.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 15 Of 21 Figure 11 : Guest Accident Inside Bathroom Procedure in case of guest illness : 1. When a guest or staff does not feel well, the housekeeper should be informed. 2. She may visit the guest/staff, enquiring of his welfare and seeing what needs to be done towards their treatment. It also reassures the patient. 3. The front office should also be informed so that they too can follow up on the condition of the guest from time to time. 4. If the hotel doctor feels that the patient should be moved to hospital the guest is advised so, and if he agrees, then he is moved to a hospital- maybe of his choice. 5. The guest is required to pay for the hospitalization expenses. 6. The front office must maintain a list of specialist doctors along with their phone numbers and addresses. If the guest desires, they may be contacted and the guest pays for their services. The services of the hotel doctor may not be charged for. 7. In case of a notifiable or communicable disease, the doctor will advise removing the person to a hospital. 8. In this case the room may have to be fumigated and thoroughly cleansed and proper clearance and authorisation will be required from the housekeeping, maintenance and the FOM before the room is released for new guests. 9. Also, the relatives of the patient will have to be informed by front office.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 16 Of 21 Figure 12 : Hotel Guest Having Chest Pain Procedure in case of death : 1. In case of death of a person on the premises, the lobby manager and security should immediately be informed, usually by the housekeeping. 2. The FOM or Resident Manager and the GM must be informed. The hotel doctor would be required to confirm the death. 3. The room’s air conditioning or central heating would be switched off and the room sealed to prevent entry of unauthorized personnel. 4. The hotel will locate the residential address of the guest and inform his relatives, etc. a death certificate should be taken from the doctor. 5. In all circumstances, especially doubtful circumstances, the police will need to be called for further investigations. 6. When allowed by the doctor or police, the body will be removed. 7. To avoid needless unpleasantness from spreading amongst the guests the body is removed through the service elevator and back-of-the- house. 8. Staff should be instructed not to gossip needlessly with other employees or guests. 9. An incident report should be prepared covering the details of the occurrence of deathtime, room number, steps taken, etc.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 17 Of 21 10.In case there is luggage and other belongings of the guest, these should be collected, a list prepared and the items placed in the luggage room with a note and the signature of the person performing this activity must be recorded as well. The incident report should be submitted to the management. Figure 13 : Death 8. FRONT OFFICE EMERGENCY CALL PROCEDURE Calling for emergency assistance is not something that we can play and make fun. This is because when calling emergency line to request for immidiate assitance form emergency department such as police, ambulance, fire and rescue will be describe as a critical incident had happen and requires immidiate action. Nowadays, fake or prank calls made by caller can be trace and the person who make the prank calls will be fined and convicted in accordance to law. In Malaysia, the emergency hotline to request emergency assistance is 999.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 18 Of 21 These followings are the basic procedure to call emergency hotline : • Firstly, observed, identify and analyze the emergency situation that occurs and its level of emergency. • Second, find a phone that ables to make an out call and dial 999. • Third, when the line is connected to the hotline operator start the conversation calmly with clear and precise pronounciation. • Fourth, state caller name and the phone number that being use to call that hotline. • Fifth, state the emergency situation whether its related to fire incident or not. This is to ease the operators in order to make classification towards the incident occurs. • Sixth, to ease the related department reaching the incident place please give a proper address and direction with nearest visible landmarks. • Seventh, close the conversation by saying “thank you for the assistance”. • Lastly, update and record the emergency call in the telephone daily log. Every usage of hotel phone will be recorded at call log form by Front Office staff to enables to tracking call records synchronize with the monthly network reports. This activity or practise somehow very helpful in tracking misconduct among the staff or even to track unwanted activities which may become a threat in terms of safety and security of a hotel. Nonetheless, by recording the calling activities also may contribute to safe and security aspect for a hotel. Other than that, for some well developed hotel such as five stars hotels which have automated answering phone call system able to record any external call automatically and this technology able to record any calls including fake, pranks and threat calls from external calls.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 19 Of 21 Figure 14 : Front Office Department Call Log These are the basic procedure for using phone call at Front Office : • First, determine and confirm the number and person that want to be call. • Second, fill-up the call log form details such as the name or company, phone number, date, time of call and purpose of call. • Third, lift the phone and start press the number that gonna be call. • Fourth, some of the hotel have a small screen that determine phone call period time which able to know the calls duration time. For some phone that don’t have the small screen indicator need to look at the clock due to the time start making the call and fill in the starting time at provided column at the form. • Fifth, start a conversation with warm greeting, clear and precise pronounciation when the phone connected to the other person. • Sixth, conclude the conversation with warm appreciation by saying “thank you” towards the person or guest. • Seventh, hang up the phone after the guest

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 20 Of 21 • Eighth, look at the clock in order to know phone call duration and fill the duration at the form. • Lastly, for the call need to be follow up just remarks at the given column at the form.

CODE NO. I551-002-3:2017-C02/IS(18/18) Page : 21 Of 21 QUESTIONS : 1. What are the “act” (law) that related to safety, helath and security? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. What is mean by “safety”? _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. What are the “safety and security” refer’s to? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. List all type of emergency situation in hotel. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. What are the standard procedure for using fire extinguisher? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ REFERENCES: 1. https://en.wikipedia.org/wiki/Emergency 2. Https://flamesafety.ca/use-fire-extinguisher/ 3. https://www.osha.gov/