CODE NO. I551-002-3:2017 -C04/IS(10/12) Page : 2 of 6 INFORMATION : Pre-registration Activities are those which is done prior to guest arrival at the property and is also one of the most important stage in guest cycle . Pre-registration is normally done for Group's, VIP / VVIP guests and also for FIT bookings. 1. GUEST PROFILE A guest profile is essentially a way of keeping track of your guests so that you can better optimize your operations and marketing activities. A profile records all the contact information and historical information of your different types of guests, their actions, and their preferences in order to better tailor the guest experience for future stays. A profile allows you to get insights into your guest’s behavior by giving you a historical overview of their transactions, previous reservations, other comments and notes about the guest behavior, as well as revenue generated, booking behavior (cancellations and no-shows), and a range of other useful data. Especially in a smaller hotel, it should be a daily practice of your front desk staff to familiarize themselves with the profiles of the guests that are staying at your facilities, and for sales and marketing staff it is a powerful tool to unlock trends and analyze the type of clients they should target. Activities such as room assignment, updating guest profile, preparing welcome letters, collecting all reservation correspondence and sending request for amenities etc. are part of pre arrival activities and normally done one to two days prior to guest arrival. 1.1 Type of hotel guest profiles Since each target segment is different, it’s important to have different types of profiles set up so you can better use the information to your advantage when it comes time to analyze the success of your marketing initiatives. Let’s take a look one by one at each of the possible types.
CODE NO. I551-002-3:2017 -C04/IS(9/12) Page : 3 of 6 a) Guest profile The standard guest profile should include personal details like name and last name, address, email, payment details, nationality and ID. You will also want to include marketing information like whether they want to subscribe to your newsletter or not and if they opted in for other types of communication like promotions and special deals. You will also want to include special notes, preferences, booking information from past or future bookings, invoices, revenue generated and the communications that have been sent (pre-arrival email, post-departure email, etc.). Having this information on hand is incredibly useful for providing personalized service and staying one step ahead of the competition. b) Company profile Business travel represents an important target to help increase occupancy rates, seeing as business travelers often travel during the week when occupancy is low. It’s important to have the company details on file like the company name, the person in charge of bookings, negotiated room rates and package deals, as well as past and future booking details. Because of the importance of this target, you want to be sure to make these clients feel special with better group rates, special promotions and added services. This extra attention will help set you apart from the competition and make them choose to stay at your hotel on a regular basis. This special attention may also inspire corporate travel managers to trust your brand for their corporate events and meetings.
CODE NO. I551-002-3:2017 -C04/IS(10/12) Page : 4 of 6 c) Travel agent profile A travel agent profile contains all the information about the travel agents who do business with your hotel. This will contain the contact information, communication details, commissions, the marketing account manager, daily agreed room allocation, invoice information and any other distinguishing details you will need to keep the client on file and facilitate smoother operations. Just like with companies, travel agents who you do regular business with should have a complete profile so that you can use it as a reference. You can consult the profile to look at the total revenue generated, cancellation rate, and upcoming bookings to decide whether to make special arrangements for them like giving them better rates, holding a room beyond the regular release data, or giving a better commission. c) Group profile This profile is similar to travel agent and company profiles, and normally will be linked to one or both of these. You’ll want to include the name of the group, tour, or conference, so it is easily traceable, along with the leader’s contact information. Invoice details, upcoming bookings or past bookings, details of special agreements and prices, as well as invoices and revenue should be included. d) Source profile The source refers to the name of the OTA or third party site where the booking came from, as well as promotional rates. Putting in a special profile for a promotion helps track the success of that campaign, so it is easily replicable and traceable if it’s successful. In this type of listing you would want to include the name of the online travel agent or promotion, the contact person, and the commission rate.
CODE NO. I551-002-3:2017 -C04/IS(9/12) Page : 5 of 6 1.1 Advantages of updating guests information : • Helps to accelerate the guest registration or check-in process. • Almost completed / pre populated registration card can be generated from the system. • Guest only need to verify the information instead of writing down them at the time of check-in. • Special requirements from guests can be met in advance and kept ready at the time of arrival. • In room check-in can be provided for all pre-registered guests. Figure 1 : Individual Guest Profile
CODE NO. I551-002-3:2017 -C04/IS(10/12) Page : 6 of 6 SECTION A : SHORT ANSWER Fill in the answer in the space provided. 1. What is mean by “guest profile”? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 2. What is the type of hotel guest profile? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 3. What is mean by Group profile? _____________________________________________________________________ _____________________________________________________________________ (3 marks) 4. What is the advantage of updating guest profile? _____________________________________________________________________ _____________________________________________________________________ (2 marks) REFERENCE : 1. Stutts A.T,Wortman J.F (2006), Hotel & Lodging Management: an Introduction,2nd ed,John Wily And Sons, New Jersey.ISBN : 0-471-47447-9 2. https://www.mews.com/en/blog/hotel-guest-profiles
PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 COMPETENCY UNIT NO. AND TITLE I551-002-3:2017 C04 GUEST SERVICE OPERATION WORK ACTIVITIES NO. AND STATEMENT 1. PREPARE VIP GUEST ARRIVAL ACTIVITIES 2. HANDLE VIP GUEST ARRIVAL ACTIVITIES 3. PERFORM GUEST RELATION ACTIVITIES 4. ASSIST FRONT DESK FOR GUEST DEPARTURE ACTIVITIES 5. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017 - C04/IS(11/12) Page : 1 Of 12 TITLE: TAX INVOICE PURPOSE : The purpose for these Information Sheet is to explain about the tax invoice requirement that have to be followed according to the establishment standard KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET
CODE NO. I551-002-3:2017- C04/IS(11/12) Page : 2 Of 12 INFORMATION : A guest arrival/departure is defined as a person who arrives at/leaves a collective accommodation establishment or private tourism accommodation and checks in/out. Because tourists arrive at and leave from an accommodation establishment within a relatively short time, there is statistically not much difference between the numbers of arrivals and departures. The arrivals of non-tourists (refugees, guests on medical referral, etc.) should be counted separately, if possible. 1. GUEST DEPARTURE a) Room Key/Card Collection ❖ Guest Service staff or cashier must try their best to collect the key from the guest. ❖ Ask guest room number b) Verification Of Guest Folio ❖ Confirm guest name ❖ Confirm miscellaneous charges ❖ Confirm billing charges ❖ Verify guest folio against system c) Check guest folio and confirm guest charges payment and refund guest’s deposit if any. Forms Used To Process Guest Charges and Payments. ❖ Paid out Paid out is a balance amount from the payment of guest deposit. Paid out also may be required front office to pay immediately for goods and services on behalf of guests, such as delivery of flowers, valet services and COD (cash on delivery packages. These charges are usually preauthorized by the hotel on behalf of the guest. The amount paid out can be charged to the guest’s folio in the front office cash balance and the departmental account in process.
❖ Miscellaneous charges Miscellaneous charges is an extra charges charged by front office due to the guest consumption. This feature can also be used to post miscellaneous charges to the city ledger accounts. d) request for deposit receipt/slip ❖ Request for deposit slip is important to verify whether the guest is paying the deposit upon check in to make sure it is correct. ❖ Guest service staff must against the folio in a system. Figure 1: Deposit Slip e) confirm mode of payment and generate check out folio Types of settlement There are two types of settlement: I. Personal Account II. Company Account • Company • Travel agent • Incentives
I. Personal Account Guest pay the bill on their departure with ❖ Cash-local ❖ Currency foreign exchange ❖ Travellers cheque ❖ Credit cards ❖ Cash-local Cash has long absolute as a means of payment, because the amount involved can be quite considerable. Any hotels in existing on cash payment were probably loose a lot of business. The hotel must provide a cash float to allow the cashier to give change and the cash received must being stored safely. The bill should be printed paid by cash. The issue of a receipt is particularly important because the guest will have no other record of the payment. ❖ Currency foreign exchange The hotels have to observe currency regulation and must be aware of current rates exchange which may change daily or even hourly. In the hotels there should be a notice board the current exchange rates as set by account. ❖ Travellers cheque Travellers cheque are issued by manager bank and financial institution in different currencies and in fixed denominations. Customers have to sign their travellers cheque where they are issued, but they do not come valid until they are sign a second time in presence of the receiving cashier and ask for additional document evidence to identity as a passport. It is also common practise to note the room number on the river side in case any queries.
❖ Credit cards Credit cards now represent one of the main method by which bills are settle. Normally the credit cards that re accepted by the hotels are : • Master card • Visa Card • America Express (AMEX) • Diners Club International (Diners) • JCB card (Japan Credit Bureau) Upon check out, guest service staff should verify the same credit card using upon check-in. Then if the same credit card, guest service staff must using offline mode and charge the correct amount. II. Company Accounts Those accounts which are not settled directly by guest but are settle by: ❖ Company If a company use the establishment regularly to house their staff, a credit arrangement is commonly sought and given. The company will pay the account. Always check the billing instruction has been confirm in writing on check in. Guest must agree to sign the account on check out folio to ensure that the establishment gets reimbursed or incentives by the company. ❖ Travel agent Travel agent voucher arise when the guest pay with as the agency for his food and accommodation in advance. One copy goes to the hotel to confirm the booking and other is given to the guest for him/ her to present to the hotel when he/she register. Group tours organized by travel agent are often paid for by group voucher. The tour organizer is generally expected to agree the number of person or meals period to arrival.
Figure 2: Voucher f) Types of guest charges ❖ Early check-in/ late check-out ❖ Mini bar ❖ Laundry ❖ Room service ❖ Food and beverages ❖ Internet/phone ❖ Business centre ❖ Spa
CODE NO. I551-002-3:2017- C04/IS(11/12) Page : 2 Of 12 g) Tax Invoice ❖ The Use For The Tax Invoice Is a standard format invoice required under SST system. A SST-registered company must have a valid Tax invoice from the supplier in order to claim back the SST they have paid on the purchase for their business. A tax invoice is the primary evidence to support an Input Tax Credit claim. ❖ The Importance Of Tax Invoice. Tax invoice is one of the most important documents that must be issued by any enterprise that is required by law to collect VAT when they sell VATtaxable goods or services. For the buyer, the tax invoice is evidence that the liable VAT has been paid. A value-added tax (VAT), known in some countries as a goods and services tax (GST), is a type of tax that is assessed incrementally. It is levied on the price of a product or service at each stage of production, distribution, or sale to the end consumer.
Example of tax invoice as follow ’s : Figure 3 : Example Of Tax Invoice
f) Tax invoice supporting document In order for Front Office staff to issue tax invoice, they must referred to some document to make sure the amount are key in correctly. Below are the example of supporting document needed : ➢ Guest Registration Form Figure 5 : Example Of Registration Form ➢ Official receipt/slip
Figure 6 : Official receipt
SECTION A : SHORT ANSWER Fill in the answer in the space provided. 1. What is mean by “Departure” _____________________________________________________________________ _____________________________________________________________________ (2 marks) 2. When is the suitable time for guest departure? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 3. What are the types of settlement being used in hotel? _____________________________________________________________________ _____________________________________________________________________ (2 marks) 4. What is the purpose of tax invoice? _____________________________________________________________________ _____________________________________________________________________ (2 marks) REFERENCE : 1. Stutts A.T,Wortman J.F (2006), Hotel & Lodging Management: an Introduction,2nd ed,John Wily And Sons, New Jersey.ISBN : 0-471-47447-9 2. https://www.mews.com/en/blog/hotel-guest-profiles 3. https://partnerhub.agoda.com/how-to-issue-tax-invoice/
PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 PROGRAMME CODE, COMPETENCY UNIT CODE AND TITLE I551-002-3:2017 C04 GUEST SERVICE OPERATION WORK ACTIVITIES NUMBER AND STATEMENT 1. PREPARE VIP GUEST ARRIVAL ACTIVITIES 2. HANDLE VIP GUEST ARRIVAL ACTIVITIES 3. PERFORM GUEST RELATION ACTIVITIES 4. ASSIST FRONT DESK FOR GUEST DEPARTURE ACTIVITIES 5. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017-C04/IS(12/12) Page : 1 Of 21 TITLE: HANDLING EMERGENCY 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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-C04/IS(12/12) 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/