EMERGENCY
SITUATIONS
PROCEDURE
GUIDELINES
HOTEL NAME HERE
Last Revision Date: ______________
Property Completion Sign Off
This plan has been reviewed by and approved by:
Date Name of General Manager Signature
WCG Chief Operating Officer and VP of Engineering & Construction
This plan has been reviewed by:
Date Paul Francisco & Jose Benavides Signature / Signature
05/26/2017 1/44
EMERGENCY SITUATIONS TABLE OF CONTENTS
Situation Emergency Situation Call 911 Status Additional Page
# References #
Active Shooter Immediate Potential Non
1 Bed Bugs Evacuation 4
2 Bomb Threat X Shelter in Place / Evacuation 5
3 Choking X Shelter in Place / Evacuation 6
4 Civil Disturbances 7
5 Community/Local Area Crisis X Death on Premise 8
6 Computer System Crash - Catastrophic Technology Failure X Evacuation 9
7 Criminal Activity (Theft, Robbery) X 10
8 Death on Premise Death on Premise 11
9 Disabled Guest Assistance X 12
10 Drowning X Evacuation 13
11 Earthquake – Natural Disasters X Evacuation 14
12 Electric Shock and Electrocution Evacuation 15
13 Elevator Entrapment- Catastrophic Technological Failure X 16
14 Employee Incident / Accident – Injury X Evacuation 17
15 Evacuation Death on Premise 18
16 Explosion X 19
17 Freeze – Weather Related X Evacuation 20
18 Fire 21
19 Fire Alarm / False Alarm X Evacuation 22
20 Flooding – Weather Related X Evacuation 23
21 Food-Borne Illness X Evacuation 24
22 Gas Leaks X Death on Premise 25
23 High Winds – Weather Related Evacuation 26
24 Hostage/Kidnapping Situation X Evacuation 27
25 Hurricane – Natural Disasters X 28
26 Injury/Accident/Illness (Guest) X 29
27 Investigation by Law Enforcement 30
28 Natural Disasters (reference) X 31
29 Phone Failure- Catastrophic Technological Failure X 32
30 Plumbing Malfunction / Flooding X 33
31 34
32 Power Failures - Catastrophic Technological Failure X 35
33 X 36
34 Shelter in Place X 33
35 Spills; Hazardous Material X 38
36 Sprinkler Head Breaks X 39
37 Structural Collapse / Damage X 40
38 Suicide Attempt / Threat X 41
39 Suspicious Item or Package X 42
40 Terrorism Threat X 43
41 Tornado – Natural Disasters X 44
Transportation Incident
X
X
X
X
X
X
X
MOD: Manager on Duty LEGEND/KEY: VPE&C: Vice President of Engineering & Construction
HERT: Hotel Emergency Response Team SOP: Standard Operating Procedure COO: Chief Operating Officer
GM: General Manager LSOP: Life Safety SOP RVP: Regional Vice President of Operations
DOO: Director of Operations POS: Point of Sale System (F&B)
HR: Human Resources PMS: Property Management System
PP&E: Property, Plant & Equipment
05/26/2017 2/44
WCG HOTELS EMERGENCY FLOW CHART & RESOURCES
ADDITIONAL RESOURCES AND REFERENCE MATERIALS
Emergency Situation Standard Operating Forms and Reports
Materials Procedures
• Guest Incident Report
• WCG Emergency Manual •Engineering SOP's • Voluntary Statement
• WCG MOD Manual •Guest Services SOP's • Bomb Threat Checklist
• WCG MOD Training Materials •Accounting SOP's • Manager on Duty Report
• WCG Hotel Specific Local Plan •Local SOP's • Food Borne Illness Report
• Hotel Specific Building Schematics
• Shelter in Place Identified Location +
• Shelter in Place Cabinet w/ Supplies
• Computer Crash Box (manual)
• Code Red
When Applicable, Reference Materials will be noted in the Emergency Procedure Guidelines with
BLUE FONT TEXT
05/26/2017 3/44
Active Shooter Potential 911 Emergency
1 An active shooter has begun an attack on the hotel. Law enforcement will contain and terminate threats as quickly as possible.
SCENARIO The following guidelines will enable you to take appropriate & immediate action and are intended for emerging/ in progress
situations. Follow “In an Emergency”as soon as it is safe and possible to do so.
In An Emergency
Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Active shooter is in sight when shooting Active shooter is on property but not in immediate vicinity:
occurs: Step 1: Evacuate if there is a safe route out of hotel and away from the shooter.
Step 1: Immediately seek protection. Put Step 2: Alert those around you of route and tell everyone to call 911 once safely off
something between you and the assailant. property.
Step 2: Consider trying to escape; if you Step 3: If unable to escape safely off property, advise people around you to go with
know where the assailant is and there is a you to a secure location. Block the door using whatever is available.
safe escape route available to you. Step 4: After securing the door, stay behind solid objects and away from the door.
Step 3: If escape is not an option, find the Tell everyone with you to do the same.
safest area available and secure it the Step 5: Advise everyone around you to turn off cell phones and radios.
best way you can. Step 6: Close blinds/Block windows/Place signs in exterior windows to identify your
Step 4: Secure individuals around you by location and/or the location of injured persons/Keep people calm and quiet.
concealing them out of the sight of the Step 7: Consider the risk of exposure posed by opening the door for any reason.
shooter, if safe to do so. Note: Attempts to rescue people outside a secure area should only be made if it can
Step 5: (QUIETLY) Advise everyone be done without endangering people inside secured area.
around you to turn off their cell phones Note: Be aware that assailant may bang on the door, yell for help, or attempt to
and radios. entice you to open the door of a secured area.
Step 6: Stay out of sight until law Step 8: Stay out of sight until law enforcement is able to remove you. Or if it is
enforcement is able to remove you. completely safe to evacuate, do so.
TRAINING GUIDELINES AND REFERENCE MATERIALS
What is an Active Shooter? Remember - Be prepared to provide law enforcement
An active shooter is likely to engage with information such as:
Active shooters usually have some What is happening?
many targets as quickly as possible. familiarity with the location they Where you are located
General first indication of a shooter choose. Number of people at your specific location
Injuries, including number of injured and
is beginning to assault victims. Do not sound fire alarms. This may types
Active shooters often go where put others at risk. Your name and other information
requested
potential victims are close at hand. If hotel is equipped with panic alarms Try to note as much as possible about the
Negotiation may not work; they linked to Police, activate if safe. assailant, including:
What was heard-gunshots, etc.
typically continue their attack Assailant may not stop until his /her Specific location of the assailant
despite arrival of authorities. objectives have been met or
Active shooters are often better neutralized by police. Number of assailants
armed than law enforcement and
are not limited to firearms. Peoplewill follow the lead of the Gender, race, and age of the assailant
Active shooters may have a plan MOD during an emergency situation.
and be prepared for confrontation. MOD should be prepared to: Language/commands used by
Active shooters may use diversions, o Take immediate action assailant
e.g. smoke bombs or fire alarms. o Remain calm
Active shooters may be o Lock and barricade doors Clothing color and style
indiscriminate in violence or they o Evacuate staff/guests via
may seek specific victims. preplanned route Physical features-height, weight,
Active shooters may be suicidal, o Assist those with special facial hair, glasses, etc.
deciding to die at the hand of needs.
others or by a self-inflicted wound. Weapon Type-handgun, rifle,
Reference – (Viewer Discretion) shotgun, etc.
https://youtu.be/5VcSwejU2D0
Description of any backpack or bag
Recognition of the assailant?
PITFALLS TO AVOID - TIPS
YOU ARE NOT EXPECTED TO FIGHT AN ASSAILANT OR PUT YOURSELF IN HARM’S WAY. YOUR SAFETY IS OF UTMOST IMPORTANCE AND
PROTECTING YOURSELF IS TOP PRIORITY. YOU ARE NOT EXPECTED TO DO ANYTHING YOU ARE UNCOMFORTABLE WITH.
05/26/2017
4/44
Bed Bugs Potential Non 911 Emergency Situation
2 Notification a guest sees signs of insect/bug sighting in a guest room believing to be bed bugs and/or a person
SCENARIO
believes they have been bitten by bed bugs.
In An Emergency
MOD is notified.
Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: There are three common scenarios:
a. If guest just checked in proceed to move guest with all their belonging to a new room away from current location.
b. If guest has stayed over and will not be checking out, as a precaution notify the guest they may want to “bag” their belongings
until confirmation as to whether there were bed bugs found by Pest Control Company and relocate them.
c. If guest is checking out, thank the guest for informing us and let them know we will have someone inspect the room and call
our Pest Control Company immediately. Confirm you have the guests contact information. Proceed to Step 2.
First priority should be to relocate the guest to another room located well away from the current room if possible.
When no other rooms are available and when a guest is greatly distressed (or there is NO question about bed bugs) MOD should
recommend an available comparable priced alternative hotel.
Step 2: MOD contacts Engineer on shift and both (based on shift) go to the room in question together and follow the Checklist&
Visuals for detecting bed bugs. Whether team identifies bed bugs, Pest Control Company is called to inspect room. MOD follows
up with the guest and informs them as a precaution they have been called in. Room is put out of order as a precaution and room
should be double locked by engineering until case is confirmed.
Step 3: If a bed bug or signs of a bed bug infestation is identified, discuss hotel’s protocol with guest to gain consent with
precautionary measures they should take – reiterating the washing or dry cleaning of their belongings. Offer to bag belongings and
to treat them with the room items that will be treated.
Comp Room night(s) should only be decided after the case of bed bugs have been confirmed and at the GM’s Discretion.
Step 4: Complete a Guest Incident Reportand note on MOD Report
Step 5: Inform guest that GM will contact them directly to follow-up.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift / keep Front Office informed.
Convey to the guest we care greatly about every guest’s experience. We take hotel hygiene and sanitation very seriously. As a
result, we have established very strict standards of cleanliness for our hotel that either meet or exceed public health department
regulations, including pest control. In the unusual event we are made aware of a concern, we respond immediately to the
situation and take the appropriate steps to remedy whatever problem we find.
We are not qualified to confirm or treat if a guest has bed bug bites, if a guest is in search of a diagnosis, direct them to a local
medical facility. Offer complimentary transportation if necessary. Refrain from offering to pay for any medical services.
Should bed bugs be identified and guest has inquired about compensation regarding dry cleaning / fumigation, on a case by case
basis hotel will pick up the charges. Most instances regarding compensation will be determined by the GM after the case has
been confirmed and most likely the following day. Work with the GM to confirm what the compensation would entail.
Refer to Brand Related Materials on how to handle the guest service side of the situation “Service Recovery / Make it Right.”
GM to forward incident report, pest control inspection report and voluntary statement to insurance company.
If confirm bed bug activity, GM to contact CFD.
PITFALLS TO AVOID - TIPS
GM to forward incident report, pest control inspection report and voluntary statement to insurance company
REFRAIN FROM DISCUSSING HISTORY OF BED BUGS WITH GUEST. USE STANDARD PROTOCOL VERBIAGE PROVIDED SO THAT NO
CONVERSATIONS / INFORMATION CAN BE TAKEN OUT OF CONTEXT.
05/26/2017 5/44
Bomb Threat Potential 911 Emergency
3 Notification of a Bomb Threat has occurred. This may be in the form of a note, phone call, mail or email.
SCENARIO Employee(s) who received threat should immediately write down order of events and as much information about
the encounter as possible. Treat all incidents seriously.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
DO NOT USE RADIO’S OR CELL PHONES UNTIL ALL CLEAR IS GIVEN
Step 1: MOD is briefed and follows “In an Emergency”. Have employee who received threat complete a Bomb Threat Checklist
Form ASAP.
Step 2: Contact Engineer on Duty.
Step 3: Direct Front Desk to proactively secure guest sensitive paperwork, sign-off computer and secure valuable items, obtain
downtime reports and department work schedules.
Step 4: Review Evacuation Emergency Procedures. Proactively be prepared to evacuate the building (employees and guests)
Step 5: Refrain from providing any information about the incident to guests or anyone inquiring – simply state that there has
been an incident that is being investigated and as a precaution we may evacuate or are evacuating the building and thank them
in advance for their cooperation.
Step 6: Continue to follow the instructions of the Operator and/or Area Safety Official.
Step 7: When all clear is given, report Incident on MOD Shift Report and include Bomb Threat Checklist Form in Report Packet.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift / keep Front Office Informed.
Follow instructions of the first responder / area safety official when 911 is involved.
Every department has a designated place to meet at a remote location of the building – see Evacuation
Emergencyas a precaution.
Based on severity, GM/Chief will advise if you are to contact VP of Construction & Engineering and Regional Vice
President or they will themselves.
If a suspicious package, vehicle, or item is discovered, do not touch or move it. Keep clear until authorities arrive –
see Suspicious Package / Vehicle Emergency Procedure as a precaution.
Evacuation routes may need to be moved depending on where the identified threat is located.
Scrutinize delivery trucks and personnel.
Vendor sign in / log in sheet at the front desk –hand out badges (A = Atrium, B = Back of the House, E = Exterior, G =
Guest Room.)
PITFALLS TO AVOID - TIPS
REFRAIN FROM ASSUMING THAT THE THREAT IS NOT REAL. LEAVE THAT DETERMINATION UP TO LAW ENFORCEMENT OFFICALS.
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Choking Potential 911 Emergency
4 The universal sign for choking is hands clutched to throat with the inability to talk and difficulty breathing or noisy
SCENARIO breathing with the inability to cough forcefully. Time is of the essence – any employee certified to perform the
Heimlich maneuver should act immediately while another notifies the MOD.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: Employee at scene ask guest who is choking if they need help, if guest is visibly in distress and unable to respond proceed to step 3.
Any employee or willing nearby guest (volunteer) certified to perform the Heimlich maneuver should act immediately while another
employee/person notifies the MOD/Calls 911. If the object is dislodged quickly go to Step 5. Otherwise proceed to Step 2 - choking cuts off
oxygen to the brain – first aid needs to be administered quickly as possible.
Step 2: MOD assess situation, verifies 911 has been called, if not; Follow “In an Emergency.”
Step 3: Advise person to remain calm while you/or another person continues to administer the Heimlich maneuver and let them know help
is on the way. Skin, lips and nails turning blue or dusky and loss of consciousness indicate the situation is critical; perform standard CPR
with chest compressions and rescue breaths until help arrives.
Step 4: Refer to list of certified CPR employees to determine if others are on property to assist if emergency services have not yet arrived
and person is still choking. Look for those who performed task in the past, time permitting. Turn over process to paramedics upon arrival.
Step 5: Once object has been dislodged, if person is conscious, coherent and able to speak ask if they need further medical services.
Contact 911 if needed. If not, offer hospitality and water if needed. Once guest is out of danger, complete a Guest Incident Reportand
Voluntary Statement.
Step 6: Report incident on MOD Report and e-mail incident report to GM.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift / keep Front Office Informed
Follow instructions of the first responder / area safety official when 911 is involved.
Refresher for those Certified in CPR: Red Cross recommends “Five and Five” approach to delivering first aid: Give 5 Back Blows between the
shoulder blades with the heel of your hand. Give 5 Abdominal Thrusts known as the Heimlich maneuver. Alternate between 5 back blows and
5 thrusts until the blockage is dislodged. It is ok not to use back blows if you have not learned the technique. (911 directions)
When an available employee is present, even with the experienced certified person performing, it is advisable to have a copy of this
emergency page and to have them recite out loud the steps to ensure no step is missed during the fast paced process of a real live situation.
Heimlich maneuver:Stand behind the person; wrap your arms around the waist. Tip the person forward slightly. Make a fist with one hand;
Position it slightly above the person’s navel. Grasp the fist with the other hand; Press hard into the abdomen with a quick, upward thrust – as
if trying to lift the person up. Perform a total of 5 abdominal thrusts; if needed. If the blockage isn’t dislodged, repeat the five and five cycle.
Clearing airway of a pregnant woman or obese person:Position your hands a little bit higher than with a normal Heimlich maneuver, at the
base of the breastbone, just above the joining of the lowest ribs. Proceed as with the Heimlich maneuver, pressing hard into the chest, with a
quick thrust. Repeat until the food or other blockage is dislodged or the person becomes unconscious.
Clearing the airway of a choking infant younger than age one:Assume a seated positionand hold the infant face down on your forearm. Thump
the infant gently but firmly five times on the middle of the back using the heel of your hand. The combination of gravity and the back blows
should release the blocking object. Hold the infant face up on your forearm with the head lower than the trunk if the above doesn’t work.
Using two fingers placed at the center of the infant’s breastbone, give five quick chest compressions. Repeat the back blows and chest thrusts
if breathing doesn’t resume. Begin infant CPR if one of these techniques opens the airway but the infant doesn’t resume breathing. Ifthe child
is older than age 1, give abdominal thrusts only.
Clearing the airway of an unconscious person; Lower the person on their back onto the floor. Clear the airway;If there’s a visible blockage at
the back of the throat, reach a finger into the mouth and sweep out the cause of the blockage. Be careful not to push the food or object deeper
into the airway, which can happen easily in young children. Begin CPR if the object remains lodged and the person doesn’t respond after you
take the above measures. The chest compressions used in CPR may dislodge the object. Remember to recheck the mouth periodically.
Additional information can be referenced in the Emergency Manual under First Aid / CPR.
PITFALLS TO AVOID - TIPS
CERTIFIED EMPLOYEES SHOULD NOT REFRAIN FROM WAITING FOR HELP TO ARRIVE – TIME IS OF THE ESSENCE. NON-CERTIFIED
EMPLOYEES SHOULD ONLY ATTEMPT TO ADMINISTER HEIMLICH OR CPR WITH DIRECTION FROM A 911 OPERATOR.
05/26/2017 7/44
Civil Disturbances Potential 911 Emergency
5 Notification of a Civil Disturbanceusually involves acts of violence / disorder prejudicial to public law and
SCENARIO order.Acts include riots, violence, insurrections based on public expressions of displeasure. MOD is notified.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: MOD assess situation; awareness is key; monitor radio and TV news broadcasts as well as internet/social media in the event
of a known community / city unrest event brewing or on the rise. Proactive steps and planning will be critical in the event of a
catastrophic multiple person/mob incident. If situation is beyond proactively managing follow Step 2, otherwise skip to Step 3.
Step 2: Follow “In an Emergency”.
Step 3: In the event hotel is in the pathway of a civil march or disturbance, notify GM and Engineer immediately providing the
highlights of what you know about the situation. Follow their direction.
Step 4: Conduct a visit to each Department and make the supervisor/employees aware of the situation. Review each department’s
designated place for a lock down if needed and what is needed to ensure guest safety. Verify team leaders have emergency whistles.
Step 5: Work with Engineer on shift. Determine if exterior doors need to be locked/secured to discourage suspicious activity (guests
could still gain entry using their keys) and points of entry safety plan. Determine if barricades need to be prepped and ready to use.
Step 6: Continue to monitor situation. Contact 911 if situation escalates however in the most extreme situations local emergency
services will not be able to assist. Review Shelter in Place and Evacuation Emergency Procedures.Report Incident on MOD Report.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift or security if available / keep Front Office Informed.
Follow instructions of the first responder / area safety official when 911 is involved.
If necessary have a sign in log and badges for all non-guest visitors (above and beyond vendor badge system). Review looking
for suspicious activities with the employees.
Assign whistles to department leads/employees and instruct team in emergency notification techniques should a disturbance
break out in their area.
Any victims of the disturbance should be kept safe and aid administered if necessary / emergency services notified.
If the disturbance is one person or a few, clearly document description and where they are located if possible.
Based on severity, GM/Chief will advise if you are to contact RVP/VPE&C or if they will.
Engineering/Chief Engineer:
Review Shelter in Place Cabinet Items to ensure inventory is in place and easily retrievable. Determine where and what can be
used as a barricade if needed.
PITFALLS TO AVOID - TIPS
REFRAIN FROM TRYING TO APPREHEND OR APPROACH SUSPECTS, OBSERVE AND REPORT TO LAW ENFORCEMENT (911) ASAP.
05/26/2017 8/44
Community/Local Area Crisis Potential 911 Emergency
6 A list of items can be found at the bottom of this page. These crises are defined as major catastrophes and in the
SCENARIO event there is time to prep OR if hotel is still standing will be dependent on whether this guidance is relevant.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
Situations Step 4: Call Elevator Company and report the elevator entrapment.
Situation #1: MOD assesses a catastrophic event is about to happen with time to prep. If hotel can be evacuated or if shelter in
placeis in need of being activated, MOD will act according to the procedures outlined in those emergency guidelines.
Situation #2: If an event occurred without warning, no time to prepare and based on severity of the situation MOD will need to;
assess how guests can best be protected (directed to Shelter in Place and/or evacuation procedures. When it has been identified it
is best to stay holed up, medical needs, guest and employees will need to be accounted for, inventory of supplies and rationing will
need to be considered in order to survive and maximizing resources hotel does have in addition to attempting to get a hold of
emergency services if any available. Follow “In an Emergency” and attempt to seek 911 for assistance.
Situation #3: There may be a time based on location of hotel, condition of hotel that Local Government or National Agencies will
“take over” the building and management of the crisis by designating the hotel as a place of safe harbor or retreat for local people.
In the event of this situation, MOD will work with officials to ensure guest safety and to assist where possible. Multiple attempts to
contact GM to be conducted. In some situations locations will already be a designated evacuation center for those that cannot
escape the situation.
Report outcome onMOD Report.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift and security if available / keep Front Office Informed
Follow instructions of the first responder / area safety official when 911 is involved.
Follow Evacuation Emergency Plan or Shelter In Place Emergency Proceduresbased on incident and severity and safety official
direction.
Based on where your hotel is located any of these items could potentially define a local crisis:
Extreme-climate/geography; major earthquake, major hurricane, major flood, major tornado, major blizzard, major volcanic
eruption, major mudslide/ avalanche, major dam failure
Miscellaneous: Regional power outage, civil disturbance, cyber terrorism, public health emergencies (such as an outbreak of
SARS or pandemic flu disease / influenza), Wild land or community-based fires,commercial transportation accidents,train
derailments, air crashes, multiple highway casualties, Sudden influx of residents with health care and other basic needs
(food, water, shelter, clothing), from neighboring communities.
Major Attacks; Nuclear detonation, Aerosolized anthrax biological attack, Pneumonic plague biological attack, Food
contamination biological attack, Foot and mouth disease biological attack, Blister agent chemical attack, Toxic industrial
chemicals attack, Nerve agent chemical attack, Chlorine tank explosion chemical attack, Dirty bomb radiological attack,
Terrorism / Improvised bomb explosives attack, and weapons of mass destruction, bombs (conventional or
nuclear),biological/chemical agents.
PITFALLS TO AVOID - TIPS
LIKELIHOOD OF THESE EVENTS HAPPENING (9-11) ARE EXTREMELY RARE HOWEVER. MAKE SURE YOU IDENTIFY TRAIN & PRACTICE
DRILLS FOR POTENTIAL SCENARIOS ANNUALLY TO MITIGATE LOSS OF LIFE AND IMPACT.
05/26/2017 9/44
Computer PMS Crash Potential Non 911 Emergency Situation
7 A PMS system outage will affect the entire hotel, most visibly – Front Office operations. They can be caused by
SCENARIO power failure or system malfunction. The outcome in short and long term scenarios are the Front Desk will run its
operations manually. This entails check ins/check outs beingdone manually, with the least possible amount of
guest inconvenience and operational disruption, while recording accurate revenues.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: Identify symptoms of outage.
Step 2: Contact Chief Engineer or engineer on site to assess extent of situation, i.e. electrical power failure.
Step 3: Advise Front Office to operate in manual mode and call support desk.
Step 4: Notify all departments of the extent of outage, explain that you are working to fix the problem and that any affected departments
have the resources they need to operate smoothly. Inform all departments to refrain from accessing the system until further notice.
Step 4: Document - all systems involved in outage, date and time of incident. Give full reports to RVP and Corporate IT.
Step 5: Make sure Front office has retrieved, and is using, most recent downtime reports. (These need to be printed on a regular basis.)
Note: In the event of a total power outage and you are unable to print the Downtime Reports, contact Hotel Support for a copy of
the report equivalent. You should also check with Housekeeping to obtain the most recent room statuses that they have available.
Step 6: Prepare multiple copies of In House Guest Lists and Cash Paying Guest Reports for all outlets (secure guest sensitive
information/paperwork).
Step 7: Have a special copy of the In House List and Special Needs report ready for the Security Department.
Step 8: Set up a “control center” for front office. The “control center” will take over issuing rooms. Declare a Room Captain, who will work
from a Room Status report and control what rooms will be given out and to whom.
If the outage lasts over several shifts, there always needs to be a designated Room Captain. This way, all room and guest related
information will be available in one single spot.
Step 9: Once system is up and running, have as many people as possible checking in and checking out guests from the manual registration
cards. This will ensure that the system is available for your team members as soon as possible.
TRAINING GUIDELINES AND REFERENCE MATERIALS An EMERGENCY SYSTEM BOX should be easily accessible. It
should contain the following:
Manager on Duty (MOD): Manual Guest Checks (small batch)
Manual Guest Check Issuance Log - created each shift by
To diffuse guest pressure, the hotel should provide lobby
greeters and set up refreshments in the lobby area. outlet manager for each server.
Manual Credit Card Carbon Vouchers (small batch)
Expect mistakes. It will happen. Red Pens (for red-lining guest checks and guest folios)
F&B Shift Summary Forms
It is unrealistic to expect the same kind of speed and Manual Guest Registration Cards
efficiency from manual operations compared to a fully Manual Guest Folios
automated one. Due to increased potential of human F/O Shift Summary Room Status Cards
error, the Front Office team needs to carefully plan and Below is a list of reports that are needed to effectively run
execute manual operations process. your operation manually
Arrivals for Business Date
Organization is the key to successful manual operations. Cash Guest List
Guest List All
Despite the manual check in process, be cognizant to the High Balance
importance of protecting rate integrity and general room In-house Stay Over
type availability for the hotel. Failure to do so could result Room Balance Summary
in revenue loss, room rate allowances and overselling of Room Status Inquiry
room.
Special Needs Report
Once again, the emphasis is not on speed, but accuracy of
guest information and their safety.
PITFALLS TO AVOID - TIPS
GUESTS SHOULD NEVER BE GIVEN AN ESTIMATED TIME AS TO WHEN WE ANTICIPATE THE SYSTEM COMING UP. THEY SHOULD,
HOWEVER, KNOW THAT THE HOTEL IS DOING EVERYTHING IN THEIR POWER TO RESOLVE THE SYSTEM ISSUE AS SOONAS POSSIBLE.
05/26/2017 10/44
Criminal Activity(Theft, Robbery Assault, Rape, Kidnap) Potential 911 Emergency
8 There are 2 major types of Criminal Activity 1) Personal Crimes such as; Assault, Battery, False Imprisonment,
SCENARIO Kidnapping, Homicide, Rape, Sexual Assault and 2) Property Crimes such as; Larceny (Theft & Stealing), Robbery
Burglary, Arson, Embezzlement, Forgery, False pretenses, Receipt of stolen goods.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Personal Crimes: In the event of an attack on a person such as Assault, Battery, Kidnapping, Homicide, Rape, Sexual Assault 911
should be called immediately. No team member should put themselves at risk in the prevention of or attempting to apprehend the
perpetrator. Victims should be granted a safe secure location and be in the presence of the hotel’s MOD and/or Security /
designated response team to these types of incidents until 911 arrives. Render First Aid if warranted. Using the Guest Incident
report; record as many known details about the perpetrator as possible. If Victim wants to record a statement, use the Voluntary
Statement form.
Property Crimes: In the event of Larceny (Theft & Stealing), a Robbery or Burglary, Arson, Embezzlement, Forgery, or False pretenses
911 should be called as soon as possible without risk to employees/guests. After the perpetrator has left use the Guest Incident
report, record as many known details about the perpetrator as possible. If guests are involved they should be asked to complete a
Voluntary Statement form.
A Robbery (Intent to steal using force) or Burglary (breaking in to commit an undefined potential crime) and Theft and Stealing are
the most common property crime types.
Follow “In an Emergency”. Do not attempt to apprehend. Set up a private office where police can conduct their investigation upon
arrival. Note on MOD Report and e-mail incident report to GM.
TRAINING GUIDELINES AND REFERENCE MATERIALS Manager on Duty (MOD):
Manager on Duty (MOD): ROBBERY OF A HOTEL GUEST
ROBBERY OF THE HOTEL Need to Know
In Progress Robberies:
Need to Know Call 911 Immediately
Remain calm, do not make any sudden movements Have person/employee reporting incident to write
and cooperate with all demands. everything down they can recall
Contact Engineer on Duty and work to keep other guests
Make a mental note of cash handed over including the
amounts and denominations if possible. from entering the area
Do not attempt to stop the robbery, do not put other
Make a mental description of the suspect; height
weight build race approximate age facial hair employees or guests in danger
additional identifiable features scars, glasses, gloves, Provide safety to the victim when the robber has fled
clothing. Robberies Reported After The Fact:
Make a mental description of any weapons Show empathy to the victim – ask if they need medical
perpetrator used. attention.
Note if suspect touched anything (protect any Determine if perpetrator may still be a threat or in building –
potential evidence and the scene of the crime) prepare to provide as many details to first responders
Acknowledge if there is security video tape for review Have victim if able recap events with as many details as
possible.
Arrange debriefing session with all employees affected
/ present. Refer media inquiries to law enforcement
Refer media inquiries to law enforcement Contact GM to determine if as MOD you will or if they will be
conveying incident to RVP/CFD.
Contact GM to determine if as MOD you will or if they
will be conveying incident to RVP/CFD. Using the Guest Incident report, record as many known details
about the perpetrator as possible. If Victim wants to record a
statement, use the Voluntary Statement form.
PITFALLS TO AVOID - TIPS
REFRAIN FROM SPEAKING PUBLICALLY OR TO GUESTS ABOUT ANY CRIMINAL ACTIVITIES OR PROVIDE ANY INFORMATION. EMPLOYEES
SHOULD NEVER PUT THEMSELVES AT RISK. NEVER ATTEMPT TO APPREHEND OR STOP SUSPECT.
05/26/2017 11/44
Disabled Guest Assistance Potential Non 911 Emergency Situation
10 In the event of an arrival of a guest(s) with disabilities; proper hospitality, comfort and safety should be delivered
SCENARIO regardless of the potentially different types of disabilities. Hotel team must also be ready to properly manage /
react to any emergency situations involving a guest with disabilities
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
In an Emergency Situation; EVACUATION / SHELTER IN PLACE
Follow instructions of the first responder / area safety official when 911 is involved.
Contact GM and Chief Engineer. Work with Engineer on shift / keep Front Office Informed
If possible, print 3 new copies of the “Special Needs Report” and “Guest List –ALL Report” to give to first responders if possible. If
not able to do so, pull the most recent ones from your Downtime Reports.
Assist when you can, & leave the building via designated exit or nearest safe exit to hotel’s designated Evacuation meeting spot OR
ensure identified team members assist with relocation of ADA guests to the Shelter in Place Location.
When an All Clear is given, ensure that ADA guests are assisted and taken care of as needed. Apologize for the inconvenience.
Ensure they are able to return to their rooms / previous location and identify if there is anything they need further assistance with.
Ongoing Protocol - Non-Emergency Things to Know:
ALWAYS Use “Person-first philosophy.” State the person/guest first, then the disability. (I.E. people with disabilities vs. disabled
people. Guest who has asthma vs. asthmatic guest).
ADA kits available upon request (which include TTY/TTD, telephone signaler, VibeAlert alarm clock, door knocker and a
telephone amplifier).
If you see someone check in with any disability (hearing impairments, physical impairments, visual impairments, etc.) click the
“Special Needs” box within the reservation (luggage tag screen with all guest info) so they will appear on the Special Needs
Report. This report is included in Downtime Reports. (*Used for internal purposes only-guest does not see this.*)
Notify Housekeeping of any service animals so all suite keepers and supervisors are aware (also note in hidden notes in
reservation and MOD report).
Be sure hotel staff is printing a fresh set of Downtime Reports every hour to be proactive in case of an emergency.
If there are ANY complaints / grievances expressed, related to ADA services, accessibility, etc, they MUST be written down in
the ADA Complaint Log and notify GM as soon as possible.
When a guest checks in who books an accessible room (whether they "need" it or not), be sure to include a copy of the on-site
ADA Contact Person insert in their key packet and explain what it is.
TRAINING GUIDELINES AND REFERENCE MATERIALS
MOD and Front Desk Personnel “NEED TO KNOWS” at all times
Room numbers of guest's with disabilities (discuss this list daily and on each shift)
Whether the guest has any special equipment needs
Where the emergency exits are located
How to evacuate a guest with visual, mobility, auditory or other disabilities
MOD’s must be CERTIFIED in ADA TRAINING.
Service animals now include only dogs and, with some limitations, miniature horses. The ADA has very specific directions that
govern, for example, what inquiries can be made about service animals and the extent to which they must be accommodated.
PITFALLS TO AVOID - TIPS
DON’T FORGET - DOWNTIME REPORTS MUST BE PRINTED EVERY 1-2 HOURS. ALL FRONT OFFICE TEAM MEMBERS ARE TO BE TRAINED
ON SPECIAL NEEDS BOX & REPORT
05/26/2017 13/44
Drowning Potential 911 Emergency
11 Notification that someone is drowning or has drowned in a pool / spa / water feature located in the hotel.
SCENARIO
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: Follow “In an Emergency.”Have a team member wait for the first responders and lead them to the scene.
Step 2: If MOD or someone nearby is certified in Lifeguard Drowning skills – follow training to save the victim.
Someone is drowning and is above water and conscious
Call 911 as a precaution if they have not been called already, have a team member clear all unnecessary people from the scene
Use life hook and throw lifesaving ring into pool
Take victim out of the water
Confirm victim is ok. Confirm if additional medical assistance is requested by victim
Someone is drowning and is face down or below water and not sure if conscious or not
Call 911 if they have not been called already
Use the life hook and throw lifesaving ring into pool – if unsuccessful and only if needed, employee certified in lifeguard drowning skills
may enter the pool as a last resort
Once the victim is out of the water:
Immediately position person on their side
Check for breathing if not breathing, check pulse
If no pulse, start CRP if certified
If not, check around for a guest who states they have CPR Training
Drowning resulting in death - immediatelysecure area and remove bystanders from scene, refer to Death Emergency Procedures.
Complete Guest Incident Report. Note Incident on MOD Report.
Step 7: Once Person(s) are free, offer hospitality, a beverage, ask if they need anything. Nice Touch; send up a note card and small
TRAOIoNpINs AGmGeUnIiDtyE.LINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
If not certified in First Aid / CPR wait at the scene for the First Responders to arrive.
Do not speculate or comment to any on-lookers about how or why the drowning may have occurred.
Do not announce the death by drowning on radio or where guests can overhear.
Refer media inquiries to law enforcement.
Notify your GM, they will contact the CFD & RVP and other corporate team members.
Make sure team members on duty have been briefed and reminded providing no comments to the media or people inquiring.
If needed, offer counseling services to any employees that were on scene and may need to talk to someone about the incident.
PITFALLS TO AVOID - TIPS
DO NOT SPECULATE OR COMMENT TO ANYONE (GUESTS AND BYSTANDERS) ABOUT THE INCIDENT. REFRAIN FROM ENTERING THE
POOL IF NOT TRAINED WHEN VICTIM IS CONSCIOUS AND THRASHING AROUND.
05/26/2017 14/44
Earthquake Potential 911 Emergency
12 An Earthquake has just occurred. The scenario will consist of either a mild quake where the damage/impact is
SCENARIO uncertain or where immediately it is know there is definitely some damage and impact.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
*When an earthquake hits – follow the safety procedures to protect yourself and others for as long as it occurs*
Step 1: Upon impact MOD should be prepared to: once the quake stops; if able and safe to do so, head to the front desk. Along the way
making visual contact with guests, employees, and the structure to determine if any physical evidence of damage or injured persons exists.
Call 911if immediate help is obviously needed. As a precaution take the nearest stairwell. If the fire alarm has been triggered, follow
normal evacuation procedures until confirmed there is no danger.
Step 2: Contact the Engineer on Duty to help with the assessment.
Light Quake No Immediate Threat Firm Quake Possible Threat Unknown Strong Quake Damage Evident
No Fire Alarm is triggered automatically Assign team members help in assessing Call 911– most likely may not work
Quake was mild and barely felt by most and reporting any areas of concern.
People are going on with their business Call for immediate evacuation
DO NOT ASSUME THERE IS NOT THREAT Engineer on Duty will be instrumental in procedures to begin, trigger Fire Alarm
Assign team members help in assessing checking all Life Safety items as trained. if it is not going off and able to reach
and reporting any areas of concern. Upon any reportthat suggests immediate Pending on location of damage and
If it is determined all areas are safe concern for the safety of our guests, Call ability to reach emergency supply kit,
911 and follow normal evacuation retrieve.
report on MOD Report all clear. procedures.
GM and Chief to conduct full assessment Move guests and employees cautiously
If it appears damage exists but extent of out to a safe location – validate where
damage or the threat to life is unknown, you are sending the guests is safe prior
report to GM and Chief. Further to directing them.
discussion will ensue as to who should be
called in to evaluate the impact of the
situation.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift / keep Front Office informed. Run downtime reports, 3 Guest Lists, and Special Needs Reports.
Follow instructions of the first responder / area safety official when 911 is involved.
Management should report to the Fire Panel Location or staff assembly area after the earthquake and conduct a team and guest
headcount. Complete floor-by-floor checks for injured or frightened guests/employees as well as structural damage if safe to do so.
Based on the assessments of the team investigating the building keep GM/Chief Engineer informed. They will contact VPE&C/RVP.
Upon an Earthquake that poses no threat – it is important to retrieve Emergency Supply Kit and keep at front desk in case of
another.
It is important that gas should be shut off until assessment has occurred. Do not use open flames, propane or gas as a light
source because these present serious fire hazards. Wait until all clear has been given.
Guests and employees can easily be shaken up and scared. Reassure everyone we are taking the necessary precautions and to
remain calm. It is imperative that as the MOD you show resolve, leadership and direction to ensure everyone feels as secure as
possible during the incident. Be prepared to deal with medical situations that occur as a direct result of the earthquake.
Report on MOD Report
PITFALLS TO AVOID - TIPS 15/44
DO NOT ASSUME BECAUSE THERE IS NO VISIBLE DAMAGE THAT ALL IS CLEAR
05/26/2017
Electric Shock and Electrocution Potential 911 Emergency
13 Notification a person has had a sudden discharge of electricity through some part of their body. The danger from an electrical shock
SCENARIO depends on the type of current, how high the voltage is, how the current traveled through the body, the person's overall health and
how quickly the person is treated. NOTE: Electrocuted refers to injury or death. Electrocution refers to Death by Electricity.
1.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: MOD assess situation; determines if the guest or the employee is out of danger; walking on own (go to Note), no longer
connected to the source of the electric shock or if the person is still visibly getting shocked / connected to the source and/or
appears to be unconscious or dead (go to step 2)
Step 2: Follow “In an Emergency”. Contact Engineer on Duty. Designate a team member to meet and direct first responders.
Step 3: While waiting for medical help, follow these steps:
a. Look first. Don't touch.Person may still be in contact with the electrical source. Touching them may pass the current through you.
If this accident involved high-voltage wires and/or active currents, STOP, stay away, clear area and wait for 911. If not assess further.
b. Turn off the source of electricity, if possible. If not, move source away from you and the person, using a dry, non-conducting object made of
cardboard, plastic or wood, if possible. If not, STOP, stay away, clear area of any people and wait for 911.
c. Don’t move a person with an electrical injury unless the person is in immediate danger and there is no danger to you. Do not touch a person
with your bare hands if you are not sure whether or not they are still in contact with the electrical current.
d. If free of the electrical source, check for signs of circulation (breathing, coughing or movement). If absent and you are certified, begin CPR.
e. Prevent shock. Lay the person down and if possible position the head slightly lower than the torso with the legs elevated. Wait till first
responders arrive and let them take the lead.
Step 4: Once first responders have resolved the incident, complete Guest/Employee Incident and report on MOD report. If
death has occurred, follow Death Emergency Procedure.
NOTE: Regardless how victim feels after even mild electrical shock they should be advised to see a doctor to check for internal injuries even if no
obvious symptoms. Employees are required to go to urgent care. Complete employee / guest incident report, note on MOD Report.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Victims may exhibit the following symptoms; muscle spasms, seizures, interrupted breathing, irregular heartbeats or cardiac
arrest, third degree burns, unconsciousness
Work with Engineer on shift / keep Front Office Informed
Secure around the area, protect other guests and/or employees if applicable.
Don't get near high-voltage wires until power is turned off. Stay at least 20 feet away — farther if wires are jumping and
sparking.
Engineering/Chief Engineer:
If equipment or machine needs to have a lockout / tagout implemented, refer to the LSOP Lockout/Tagout Procedures.
PITFALLS TO AVOID - TIPS
WAIT FOR 911 TO ARRIVE IF HIGH-VOLTAGE ELECTRICITY IS INVOLVED. DO NOT TOUCH THE VICTIM IF NOT SURE IF THEY MAY STILL
BE CONNECTED TO THE ENERGY SOURCE.
05/26/2017 16/44
Elevator Entrapment Potential 911 Emergency
14 Notification of an Elevator Failure has occurred. Person(s) may or may not be trapped or stuck in the elevator.
SCENARIO .
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: MOD assess situation; if unknown and needed, call elevator phone to determine if person(s) present and if passenger(s) are
in distress or in need of medical attention, advise them to remain calm and notify them help is on the way.
Step 2: Contact Engineer on duty. Trained Engineer will assess the situation get the key and be on standby.
Step 3: The elevator company will be contacted.
Step 4: Follow “In an Emergency.”
Step 4:Maintain reassuring contact throughout the ordeal. If reachable, offer water or items for comfort (blanket for example).
Step 5: MOD to determine who will contact GM & Chief.
Step 6: Contact Elevator Company.
Step 7: Continue to monitor situation. Report Incident on MOD Report.
Step 8: Once person(s) are free, offer hospitality, a beverage, ask if they need anything. Nice Touch; send up a note card and small
amenity.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift / keep Front Office Informed
Follow instructions of the first responder / area safety official when 911 is involved.
Secure area around the elevator, post out of order signage until incident is over.
Based on severity, GM/Chief will advise if you are to contact RVP/VPE&C or if they will.
Make sure that an employee or you stay with guests at all times (on other side of the door) and that a presence is made to the
guests.
A situation such as this can cause panic and anxiety among guests in the elevator. Having structure, organization, and a plan
when speaking to guests will help ease heightened emptions.
Be sure to express empathy throughout the entire situation, as well as after.
Engineering/Chief Engineer:
If passengers are trapped in the inoperative elevator, refer to the LSOP Elevator Entrapment Procedures.
If it is determined with certainty that the inoperative elevator does not have passenger’s onboard, turn off the lights, lock the
elevator, and place a barricade in front.
If needed, contact the elevator maintenance company to immediately dispatch a mechanic. Meet the mechanic upon arrival to
inform him of all known details.
PITFALLS TO AVOID - TIPS
FOR THE SAFETY OF THE PASSENGERS AND EMPLOYEES, ONLY AN AUTHORIZED ELEVATOR MECHANIC SHOULD ATTEMPT TO
RELEASE PASSENGERS FROM AN INOPERATIVE ELEVATOR.
05/26/2017 17/44
Employee Accident / Incident Potential 911 Emergency
15
SCENARIO
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
PITFALLS TO AVOID - TIPS 18/44
05/26/2017
Evacuation*CRITICAL KNOWLEDGE* Potential 911 Emergency
16 In the event a situation has occurred that deems the hotel unsafe to occupy it will be necessary to evacuate all guests
SCENARIO and employees. This scenario is used when an evacuation has already been determined.Depending on the
circumstance the evacuation may be in a controlled manner or one that is abrupt and chaotic. It could be advised based
on 911 or a situation where the MOD must make the call themselves. EXAMPLES: Bomb Threat, Structural Damage,
Severe HAZMAT Chemical Spill, Gas Leak, Fire, Natural Disaster Impact, Civil Disturbances, Community/Local Crisis,
Explosion, Suspicious Package, Terrorism Threat.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
In a controlled evacuation follow “In an Emergency.” If MOD has to make a decision in duress (ie. not able to contact or get in touch with
911) and even with the help of 911 it is imperative that these steps are well trained and known without need to consult this page in case
actions must be taken swiftly and without pause. Refer to the Local Emergency Response Planfor your hotel – should be located on back of
this page and in this section in the binder.
Step 1: Determine where evacuees will be designated to assemble / directed based on severity of conditions, elements and accessibility.
Already prepared signs should be ready to put in place to direct the evacuation and place of assembly.
Step 2: Identify / assemble additional HERT members. Assign & review duties for each.
a. Front Office to secure downtime reports, ADA Guest List, cash registers, folios, safe deposit boxes.
b. Make 3 copies of In-House Guest List, identify ADA rooms/guests and provide copies to the first responders
c. Dependent on the severity of the cause of the evacuation and the number of team members available, assist ADA guests.
d. If MOD cannot be the one in the assembly area, designate a team leader to be with and assist guests with reassurance.
Step 3: Utilize Fire Panel Enunciation and/or activate the Fire Alarm System.
Step 4:Reiterate the importance to all personnel of staying calm, providing guidance and leadership and following the plan to ensure the
safety of the guests and remaining employees. The preservation of life is more important than equipment or property.
Step 5: Follow up with Hotel Team Leaders to ensure duties have been / are being executed.
Step 6: Once the all clear has been given, execute announcement stating the all clear has been given and you are now free to return to your
rooms.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift / keep Front Office Informed
Follow instructions of the first responder / area safety official when 911 is involved.
Contact GM and Chief Engineer explaining the severity – they will reach out to the VPE&C and RVP, if unreachable, MOD to make the call.
Refrain from discussing incident with Media or people inquiring. Direct all inquiries to fire and police for information and comment.
Determine where staging area should be for the arriving first responders – brief them on the situation.
Assign a team leader to keep track of guests using one of the In-House Guest Lists so all guests can be accounted for.
Add guidelines on ways the employees can assist; phone calls, in person
Engineering/Chief Engineer:
Assist with Emergency Relief Items
Assist first responders as needed
PITFALLS TO AVOID - TIPS 19/44
KEEP GUESTS CALM. MAKE SURE EVACUATION ROUTES ARE CLEARLY UNDERSTOOD.
05/26/2017
Explosion Potential 911 Emergency
17 Notification or direct sound of what appears to have been some sort of an explosion occurs. It is not uncommon
SCENARIO for an explosion to result in an eruption of a fire. If fire breaks out – refer to Fire Emergency Procedures.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: MOD assess situation upon hearing/seeing an explosion;unless immediately known to be non-life threatening the explosion
should automatically be considered a 911 emergency. Use Engineer on Duty for assistance.
Step 2: If unknown, quickly and safely determine where the explosion occurred and note as many specific details to be relayed to
911 and to the front desk team leader (Location, Seriousness, and Injuries)
Step 3: Follow Fire and Evacuation Emergency Procedures.
Step 4: If the alarm system does not automatically go off, deploy a team member or go to the nearest manual fire alarm and
activate the device. Deploy team members to their stations for evacuation procedures (as long as their designated area is not
impacted by the explosion). Deploy a team member to secure downtime reports (3 copies of guest in-house lists – ADA guests),
confidential and valuable items.
Step 5:Engineering to assist first responders in identifying utility shut offs when they arrive and when applicable.
Step 6: Safety of our employees and guests is the number one priority – ensure through this crisis they are our focus.
Step 7: When all clear is given, announce over PA it is safe for guests to return to the building, apologize for the inconvenience and
thank them for their patience.
Step 8: Continue to monitor situation, upon resolution. Report Incident on MOD Report.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift / keep Front Office Informed
Follow instructions of the first responder / area safety official when 911 is involved.
If the severity of the explosion is unknown, error on the side of safety.
This is an emergency that as a guideline should be practiced in drills conducted as this emergency will need fast and immediate reaction in the
worst case scenario.
Engineering/Chief Engineer:
Assist Safety Officials as needed and requested.
PITFALLS TO AVOID - TIPS 20/44
DO NOT ALLOW ANYONE EXCEPT EMERGENCY PERSONNEL TO USE ELEVATORS.
05/26/2017
Fire Potential 911 Emergency
18 The fire alarm in the hotel has gone off. A CERTIFIED and TRAINED HERT member closest to the fire panel has
SCENARIO radioed engineer on duty (Chief Engineer, if on site) or security (pending time) and informed them of the location.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: MOD reports to Fire Panel and verifies alarm location and confirms location via radio with engineers.
Step 2: Follow “In an Emergency”.
Step 3: MOD and HERT members report to Fire Command Central. Typically, this will be in the back of Front Office, away from
guests and near fire panel. If indoor location is compromised, relocate to the designated off property location.
Step 4: MOD deploys HERT members to emergency exit “EXTERIOR” locations along with (optional) Fire Evacuation Sign, making
sure they have a radio or phone for communications
Step 5: MOD advises one Front Office team member to handle the phones and to advise all callers to evacuate the building for their
safety. Keep track of the room numbers they have spoken to.
Note:If an ADA person calls, LOG them down and if they are able, direct them to the nearest fire safe stairwell – meaning if
in a wheelchair they can fit on the landing and if they cannot tell them to go into the bathroom, close the door, and help
will be sent to them.
Step 6: MOD verifies Front Desk has run downtime reports, including the Special Needs List. If unable to print, use the most recently
run reports to start calling those rooms to inform them of the fire.
Step 7: MOD deploys a HERT member to meet the fire department outside the hotel and lead them in to the post.
Step 8: Once Fire Department arrives on property, release charge to them. Act as a supporting liaison to them, providing any
information necessary. Evacuate building.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
At all points of interaction with guests during the emergency, act with compassion and try to keep guests calm and comfortable.
Follow instructions of the first responder/area safety officials.
Remember that the safety of everyone involved is of top priority, do not put yourself in dangerous situations.
Engineering/Chief Engineer:
When checking the location of the reported fire, do not put yourself in any sort of danger.
Report via radio or phone to MOD/HERT member at Command post the severity of the fire. If possible and safe, try to close off fire, to limit
spreading. Alert and evacuate guests or team members who may be immediately endangered by the fire. Evacuate the area and wait from
further instruction from Fire Department.
HERT Members (When reporting to the location of the fire):
If reported in room - go to door - pound on door to see if anyone is inside, listen for sprinkler, listen for fire, feel the door for heat.
If there is heat, go to rooms next to it without opening the and repeat - if no signs are present - open door look for guests and announce
yourself and alert them of the evacuation - place a towel on the door so it hangs from the top and can be seen from the outside as a marker
for the fire department of cleared rooms. As long as it is safe to do so, keep doing this until fire department arrives; continue telling guests
to leave the building using the designated emergency exit routes.as you make your own way out of the building.
PITFALLS TO AVOID - TIPS
ALL FIRE ALARMS ARE CONSIDERED REAL. A FIRE ALARM IS NEVER TO BE TURNED OFF/ RESET. EVACUATIONS SHOULD COMMENSE
IMMEDIATELY AND REENTRY SHOULD ONLY OCCUR AFTER OKAY IS GIVEN BY FIRE DEPARTMENT.
05/26/2017 21/44
Fire Alarm / False Alarm Potential 911 Emergency
19 TBDA fire alarm has sounded, sprinklers have turned on, or someone – guest or employee – has reported a fire.
SCENARIO
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: MOD reports to Fire Panel and verifies alarm location and confirms location via radio with engineers.
Step 2: Follow “In an Emergency.”
Step 2: Radio emergency responders the location and type of device in alarm or location of reported fire. If it is a fire
reported by guest or associate, activate alarm by pull station at front desk
Step 3: Instruct front office to call 911 and report alarm
Step 4: At the fire panel, acknowledge the alarm according to hotel procedures
Step 5: Proceed to the fire control room and ensure appropriate announcement is made
Step 6: Instruct the front office to run downtime reports and post someone to meet the fire department
Step 7: If emergency responders report there is no fire, make an announcement that no emergency exists and guests
can return to their normal activity.
Step 8: Continue to monitor situation. Report Incident on MOD Report.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
It is imperative that every alarm is treated as an actual emergency and the MOD ensures all associates proceed
immediately with assigned duties.
Engineering/Chief Engineer
Acknowledge to radio transmission and proceed immediately to the alarm location
If using elevators to respond, stop two floors below the alarm floor and walk to the alarm floor
Upon arrival to the alarm floor, notify the MOD by radio
Once at the door of the alarm area, feel the door handle or frame to see if it is hot. If it is hot or if smoke is visible, do not
open the door. Radio the MOD of the status and await the arrival of the fire department.
If it is not hot, open the door and proceed to the alarm location. Search for smoke or fire and the activated alarm device.
Advise MOD by radio of findings.
If no emergency exists, await the arrival of the fire department for their investigation and permission to reset the alarm
EPnITgFiAnLeLeSriTnOg/ACVhOieIDf -ETnIgPiSneer:
If passengers are trapped in the inoperative elevator, refer to the LSOP Elevator Entrapment Procedures.
DO NOT ASSUME ALARM IS FALSE. ALWAYS ASSUME IT IS A REAL AND ACT ACCORDINGLY FIRE UNTIL OTHERWISE CONFIRMED.
If it is determined with certainty that the inoperative elevator does not have passenger’s onboard, turn off the lights, lock the elevator, and
place a barricade in front.
If needed, contact the elevator maintenance company to immediately dispatch a mechanic. Meet the mechanic upon arrival to inform him of
05/26/2017 details. 22/44
all known
Flooding –Weather Related Potential Non 911 Emergency Situation
20 Two Scenarios: 1) Flood Warning has been issued. Hotel must prepare and plan to protect guests, employees, and
SCENARIO the asset. 2) Flood is happening / has occurred – hotel must follow procedures during and react afterwards to ensure
the safety of guests and employees.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
WARNING HAS BEEN ISSUED FLOODING IN PROGRESS / AFTER THE FACT
Step 1: MOD Flood is imminent or is in progress: Step 1: MOD assess situation:
Take immediate precautions. Determine location and extent of the Flood.
Contact GM; Chief Engineer ASAP. Keep affected area clear.
Contain flood.
Step 2: Prepare for the flood: Identify other dangers i.e. electrical equipment
Complete Pre Flood Check List. hazards.
Engineering to complete a full property tour and visual
inspection of all storm sewer drains including roof Step 2: Notify the following Departments:
overflow drains and gutters. Emergency Response Team.
If any drains are compromised clean out if safe to do Housekeeping Department.
so. Engineering Department.
Engineering to check Emergency Generator i.e. Guest Service/Front Desk and PBX.
batteries; Fuel.
Step 3: AQ Follow “In an Emergency”:
Step 3: Communicate: Contact RVP and CFD.
Control Communications by assuring guest and Follow JSA; PP&E if dealing with a hazardous
employees that the flood warning is being monitored. condition.
Dial 911 for any emergency.
TRAINING GUIDELINES AND REFERENCE MATERIALS Manager on Duty (MOD):
Manager on Duty (MOD): Relocate guest from affected rooms and or area.
Prepare and follow shelter in place protocol if rooms are no
Work with Engineer on shift / keep Front Office Informed
Follow instructions of the first responder / area safety official longer safe to stay in..
Coordinate and assist with distributing emergency supplies if
when 911 is involved.
Secure area affected, post signage and or block access if necessary.
Prepare and Guest Incident Reportand take plenty of pictures.
needed. Follow media guidelines if media is present.
Based on severity, GM/Chief will advise if you are to contact
Engineering/Chief Engineer:
RVP/CFD or if they will.
Follow Post Flood Protocol SOP
Engineering/Chief Engineer: Check elevator pits for water, follow elevator pit access SOP.
Check all life safety/emergency systems for proper operation.
Monitor area affected and disconnect utilities if needed and if Check roof and façade for damage.
it’s safe to do so.
Check all life safety/emergency systems for proper operation.
Contact General Contractor; Restoration and or Mechanical
Company if needed.
PITFALLS TO AVOID - TIPS 23/44
Avoid contact with contaminated or sewer water and electrical.
05/26/2017
Food-borne Illness Potential 911 Emergency
21 A food-borne illness outbreak is considered a possibility when two or more persons report illness from food served during
SCENARIO the same meal period, function, or event. Typical cases includein-house guests who report becoming ill after eating a meal
at the hotel or a past guest calling to state they ate a meal recently at the hotel and became very ill / got food poisoning.
In An Emergency paDsitagl u91es1tRs ecopmorptlIanincidtheenyt became Filol lolor win-Ohpoeursaetgour’essItnsstarnudctions Contact GM, Chef, F&B Director
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapmSceennt.ario Two: Past Guest
Scenario One: In-House Guest
A past guest calls stating they ate a meal at
A guest states they ate a meal at hotel and became very ill / food
hotel and became very ill / food poisoning.
poisoning.MOD to ask guest if they need medical attention and call 911 if
Step 1: Call transferred to MOD, completes
requested or they are unable to make decision. If declined, suggest list of
a “Foodborne Illness Incident Report”.
medical facilities nearby and offer to contact taxi. Shuttle?
Step 2: The MOD informs caller they took
Step 2: If guest is able, MOD completes a “Foodborne Illness Incident
the information down and they will bring to
Report”. Offer guest the opportunity to complete a “Voluntary Statement”
the GM/Head Chef for review and follow
recapping their experience.
up. Thank them for calling and adds
Step 3: Follow first responder’s instructions if 911 called.
incident to the MOD Shift Report.
Step 4: Incident should be added to MOD Report and calls to the Head
Step 3: GM is notified ASAP if 2 cases in
Chef / F&B Dir should be made to ensure if additional claims are made
one shift is reported orconsecutive shifts.
hotel can track and monitor. Notify GM a.s.a.p. if more than one case
is identified during a shift or reported on consecutive shifts.
Step 5: Immediately stop serving any items suspected of causing illness.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Important: Handle allegations of food borne illness courteously, show compassion and concern without assuming responsibility on
the hotel’s part. Advise that a thorough investigation will be carried out which may involve testing food samples and may therefore
take 7-14 days to reach a conclusion. Remember, such allegations can lead to brand damage and bad publicity. Based on severity,
GM will contact RVP and a letter is to be issued by the General Manager to the guest outlining an investigation has been undertaken
and once complete; they will be contacted again with the result. Upon laboratory confirming results: If negative: GM to contact
guest/s advising result did not indicate cause of illness is related directly to the hotel. If positive: GM will advise guests and contact
Health Authorities upon direction of RVP.
Chef/F & B Manager: Provides information on any food samples that may be available and applicable to guest’s alleged illness.
Samples should be placed in a frozen cool pack and sent to the hotel’s nominated food laboratory or passed on to the hotel’s food
safety consultants for micro-biological examination. The laboratory MUST be told that the sample is related to an allegation of food
borne illness to ensure they conduct the full range of tests applicable to the specific food type which is implicated. See sampling
technics below for further details.
FOOD SAMPLING TECHNIQUES: The following guidelines should be followed when obtaining food samples:
1. Do not procure samples from guest’s plates, waste bins, or any other contaminated location
2. Wash and sanitize hands before taking a food sample
3. Use clean utensils to obtain the sample of food
4. Use a sterile bag or container to procure the sample (check with your nominated laboratory which containers are
acceptable). Sterile bottles will be required for liquids
5. Try not to mix food types together as this will prevent accurate testing
6. Apply the date, time and description of sample on the container
7. Freeze samples to -18°
8. Ensure samples are transported to the laboratory frozen using ice packs
9. Ensure at least 200g of food is sampled so the laboratory can conduct all the required tests
10. If a viral outbreak is suspected ensure the laboratory is asked to conduct a test for viruses
MEDIA INQUIRIES: All inquiries should be transferred to the GM. Thank them for calling and let them know that you are not aware
of the details but you will be more than happy to give them the name of the GM / Phone Number / Transfer them. Team members
are not to discuss the incident; it is very easy to relay misinformation. When known cases are widespread GM to notify brand reps.
PITFALLS TO AVOID - TIPS
DO NOT NOTIFY OTHER HOTEL GUESTS THAT ARE NOT INVOLVED IN THE INCIDENT BY WAY OF ANNOUNCEMENTS OR LETTERS
FOR 05/26/2017 OF THE PASSENGERS AND EMPLOYEES, ONLY AN AUTHORIZED ELEVATOR MECHANIC SHOULD ATTEMP24T/4T4O
THE SAFETY
Freeze - Weather Related Potential Non 911 Emergency Situation
22 Temperatures below 32 degrees are considered potential freezing conditions along with wind chill factors. Freezing
SCENARIO Temperatures Warning may be announced but regardless we should be ready to act based on physical temperatures
and outlook.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
FREEZE WARNING HAS BEEN ISSUED
Step 1: MOD Freezing Conditions is imminent or is in progress:
Take immediate precautions to prepare the building for extreme cold.
Contact GM; Chief Engineer ASAP.
Step 2: Prepare for the Freezing Weather:
Complete Pre-Freeze Condition Check List.
Engineering to drain all drip drums associated to dry pipe systems.
Engineering to complete a full property tour (prepare (anti-freeze granulated salt) sidewalks and walkways that could be a
potential hazard when frozen or iced over) and visual inspection of Exterior grounds; doors and roof access and equipment.
o Refer to Freeze Map and Engineer to initial all areas prepared/secured.
Engineering to secure outside air dampers and cover if necessary.
o On Equipment operating with outside air only, turn unit off and cover outside air dampers and operate waterlines in
manual mode “on” with valves open.
Step 3: Communicate as needed to guest/employees assuring them we are preparing and we suggest they take precautions when
exiting the hotel
Step 4: Engineering to secure chiller and run pumps on hand, check heating systems pumps.
POST FREEZING/AFTER THE FACT
Step 1: MOD assesses situation and works with the engineer on duty to be on the lookout:
Be vigilant - pipe breaks associated to freezing may happen when outdoor temperatures rise!
TRAINING GUIDELINES AND REFERENCE MATERIALS Manager on Duty (MOD):
Manager on Duty (MOD): Relocate guest from affected rooms and or area.
In the event that a whole floor (or multiple rooms) is
Work with Engineer on shift / keep Front Office Informed
In the event that the fire sprinkler system is activated it will flooded in a sold out situation with no place to walk,
prepare our shelter in place to house those guests and
notify 911. Follow instructions of the first responder / area follow protocol.
safety official when 911 is involved. Coordinate and assist with distributing emergency supplies
Secure the affected area; post signage and or block access if if necessary.
needed. Prepare an Incident Reportand take plenty of pictures.
Based on severity, GM/Chief will advise if you are to contact Follow media guidelines if media is present.
RVP/CFD or if they will.
Engineering/Chief Engineer:
Engineering/Chief Engineer:
Follow Post Flood Protocol.
Monitor area affected and disconnect utilities if needed and if Check elevator pits for water, follow elevator pit access
it’s safe to do so.
SOP. Check roof and façade for damage.
Check all life safety/emergency systems for proper operation.
Contact General Contractor; Restoration and or Mechanical
Company if needed.
PITFALLS TO AVOID - TIPS 25/44
DO NOT UNDERESTIMATE THE POTENTIAL SEVERITY OF THE SITUATION. DON’T WAIT UNTIL TOO LATE TO PREPARE.
05/26/2017
Gas Leak Potential 911 Emergency
23 Presence of gas is detected in hotel by smell or there is notification from engineering that there is a gas leak
SCENARIO
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: Notify Gas Company immediately. Follow “In an Emergency”.
Step 2: If leak appears to be coming from building, evacuate building immediately.
Step 3: Advise Front Desk to run In-House Guest List and make copies.
Step 4: Assist in calling each guest room, marking ones that answer and don’t answer.
Step 5: Send someone to evacuate meeting rooms.
Step 6: Select someone to go handle the off-site evacuation area to begin a guest count.
Step 7: When evacuation is complete, or when directed by authorities, make sure Front Desk locks cash drawer and evacuates.
Step 8: File incident in MOD Report.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift / keep Front Office Informed
Follow instructions of the first responder / area safety official when 911 is involved.
Do not release information to media.
Take special effort to be sensitive to guest needs after incident.
Engineering/Chief Engineer:
Upon finding leak, the Engineer will perform the needed task to resolve the problem or reduce any further damage that may be
done due to explosion or excessive gas fumes.
Main gas supply lines to hotel are to be shutdown by the Engineering Department. This will assure no gas entering the building
to further complicate the situation.
PITFALLS TO AVOID - TIPS
PROMPT EVACUATION IS OF THE UTMOST IMPORTANCE AT THIS TIME. DO NOT DEAL WITH THIS ON YOUR OWN.THIS IS A VERY
DANGEROUS SITUATION.
05/26/2017 26/44
High Winds - Weather Related Potential Non 911 Emergency Situation
24 Weather Warning Extreme High Winds are on the way. When Winds are occurring additional actions will be required
SCENARIO if it happens during the MOD Shift.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
1. WATCH HAS BEEN ISSUED 2. HIGH WINDS STORM HAS BEEN ISSUED
Step 1: MOD monitor, weather authorities and storm Step 1: MOD/GM to contact RVP and CFD and determine if a
closely. full evacuation is justified and or recommended.
Step 2: Prepare hotel and staff for High Wind Conditions:
If evacuation is in order follow Evacuation Scenario
Engineering to inspect exterior of building and If not evacuating follow step two:
roof equipment for loose covers and or items. Step 2: Establish and activate the Emergency Command
Center with local 2-way radio communication and satellite cell
Remove and secure items found. is available.
Step 3: Patrol property. Ensue all loose gear; supplies and
Secure exterior doors and windows. equipment are secure and report to the Emergency Command
Step 3: Notification to hotel executive committee; GM and Center.
Chief Engineer. Step 4: Print ADA report and visit each guest on the registered
Step 4: Check shelter in place and F&B inventory at this list and help them to the appropriate Shelter in Place.
time. Step 5: Obtain final list of personnel and guest in-house.
Step 5: Maintenance Engineering to check emergency
supplies and all life safety systems at this time, i.e. Ensure everyone is in a safe location.
emergency generator; fire alarm and fuel.
Step 5: Remind everyone to charge cell phones and two way Step 6: Remove guest and employees from windward facing
radios at this time.
building and rooms.
3. HIGH WINDS DURING STORM HURRICATRNAEINININPGROGGURIDESESLI/NAESFTAENRDTRHEFFEARCETNCE MATERIALS
Step 1: Update Guest and Employees on the Storm’s Status.
Step 2: Secure lines of communication with Corporate Personal. Step 1: MOD assess situation; if unknown and needed, call
Step 3: Record Date and Time and log of current events and
check list. eleMvaatnoargpehroonentDoudteyte(rMmOinDe)i:f Person(s) present and if
Step 4: Follow instructions of the first responder / area safety
official when 911 is involved. passenWgeorr(ksw) aitrheEinngdiniseterreosns sohrifitn/nkeeeedp ForfomnteOdfifcicael aIntftoernmtieodn,
advise them to remain calm help that is on the way.
4. POST HIGH WIND CONDITION
Step 1: Engineering to walk building and report damage. Follow instructions of the first responder / area safety official
Step 2: Communicate Guest and Employees - via Fire Alarm Step 2:whFeonllo9w11“isIninavnolvEemde. rgency”.
Annunciator the current state and next steps associated to the Step 3:Secure Staff and family members if staying to assist during
safe return to their rooms and or if evacuation is needed. ContacsttoErnmg.ineer on Duty.
Step 3: Contact All Utility Companies on Status of Restoring
Services if needed. Follow departmental procedures in securing guest sensitive
Step 4: Document Damage via written report with pictures. information and log off computers.
Secure Employee/Managers work schedule and contact
information.
Engineering/Chief Engineer:
Secure as many Engineering Personnel as Possible and assist
where possible before; during and after the storm.
PITFALLS TO AVOID - TIPS
FOR ETnHgEinSAeFeErTinYgO/CF hGiUeEf SETnAgiNnDeeErM: PLOYEES, DO NOT UTILIZE AND OR DRINK PORTIBLE WATER AFTER THE STORM/FLOOD!
05/2If6/p2a01s7sengers are trapped in the inoperative elevator, refer 27/44
to the LSOP Elevator Entrapment Procedures.
Hostage / Kidnapping Situation Potential 911 Emergency
25 Notification of an Elevator Failure has occurred. Person(s) may or may not be trapped or stuck in the elevator.
SCENARIO MOD is notified.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: Follow “In an Emergency”.Report the incident.
Step 2: On being given the order for evacuation, evacuate guest and employees from hotel.
Step 3: Advise and assist in securing confidential and valuable items. (If possible)
Step 4: Print ADA and In – house report to asses if any guests will need assistance evacuating
Step 5: Leave the building via designated exit or nearest safe exit.
Step 6: Assist police in establishing emergency phone lines if requested to do so.
Step 7: Provide police with floor plans and information regarding utilities
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Hostage incidents create a unique set of challenges. Because lives are in immediate danger, it is likely that both the hostage and
the hostage taker will be highly emotional and perhaps irrational. As a result, it is important that all hotel employees remain
calm and give the appearance of control and calmness at all times.
Notify Chief Engineer and General Manager of happenings, keep them informed.
Keep guests calm and comfortable, assisting them with any needs they may have.
PITFALLS TO AVOID - TIPS
DO NOT ATTEMPT ON YOUR OWN TO RESCUE THE HOSTAGE OR OVERPOWER THE HOSTAGE TAKER; THAT IS BEST LEFT TO
TRAINED LAW ENFORCEMENT PERSONNEL.
05/26/2017 28/44
Hurricane Potential Non 911 Emergency Situation
26 Two Scenarios: 1) Hurricane Warning has been issued. Hotel must prepare and plan to protect guests, employees,
SCENARIO and the asset. 2) Hurricane is happening / has occurred – hotel must follow procedures during and react afterwards
to ensure the safety of guests and employees.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
HURRICANE WATCH HAS BEEN ISSUED OFFICIAL HURRICANE WARNING HAS BEEN ISSUED
Step 1: MOD monitor weather authorities and storm Step 1: MOD/GM to contact RVP and VPE&C, determine if full
closely. evacuation is justified and/ or recommended.
Step 2: Prepare hotel and staff for a possible hurricane If evacuation is in order follow Evacuation SOP.
and refer to Hurricane Watch Check List. If not evacuating follow step two:
Step 3: Notification to hotel executive committee; GM Step 2: Establish and activate the Emergency Command Centerwith
and Chief Engineer. local 2-way radio communication and satellite cell if available.
Step 3: Patrol property. Ensure all loose gear; supplies and
Step 4: Check Shelter In Placeand F&B inventory. equipment are secure and report to the Emergency Command
Center.
Step 5: Maintenance Engineering to check emergency Step 4: Print ADA report and visit each guest on the registered list
supplies and all life safety systems at this time, i.e. and help them to the appropriate Shelter in Place.
emergency generator; fire alarm and fuel. Step 5: Obtain final list of personnel and guest in-house. Ensure
everyone is in a safe location.
Step 5: Remind everyone to charge cell phones and two Step 6: Remove guest and employees from windward facing areas.
way radios at this time.
HURRICANE DURING STORM
Step 1: Update Guest and Employees on the Storm’s Status. Step 2: Secure communication by Satellite Cell &/or Texting w/Corporate personnel.
Step 3: Record Date/Time and log of current events and check list. Step 4: Follow instructions of area safety official if 911 is involved.
POST HURRICANE
Step 1: Engineering to walk building and report damage. Step 2: If all clear is given – announce to Shelter In Place guests what the next steps will be
Step 3: Continue to communicate Guest and Employees - via Fire Alarm Annunciator the current state and next steps associated to the safe return to
their rooms and or if evacuation is needed. Step 4: Contact All Utility Companies on Status of Restoring Services if needed.
Step 5: Document Damage via written report with pictures.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
EnginWeoerrkiwngit/hCEhngieinfeEernogninsehieftr:/ keep Front Office Informed / follow instructions of the first responder / area safety official when 911 is involved.
IfSepcaussreenSgtaefrfsaanred tfraampiplyedmienmthbeerisnoifpsetraaytiinvgeteoleavsastisotrd, ruerfinergtsototrhme.LSOP Elevator Entrapment Procedures.
Follow departmental procedures in securing guest sensitive information and log off computers.
Secure Employee/Managers work schedule and contact information.
Engineering/Chief Engineer:
Secure as many Engineering Personnel as Possible and assist where possible before; during and after the storm.
PITFALLS TO AVOID - TIPS
FOR THE SAFETY OF GUESTS AND EMPLOYEES, DO NOT UTILIZE AND OR DRINK NON POTABLE WATER AFTER THE STORM/HURRICANE
05/26/2017 29/44
Injury/Accident/Illness (Guest) Potential 911 Emergency
27 Notification a guest has suffered an accident/injury or is ill. There are a broad range of potential scenarios; an
SCENARIO accident where the result is minimal injury all the way to a life threatening condition. An illness can be a
stomachache all the way to a full blown medical emergency that is also life threatening.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Guest Conscious and Able to Respond Guest Unconscious or Unable to Respond
If guest is able to respond and explain the injury or illness and If injury MOD assesses situation; call 911 if guest is
or illness is not severe follow basic first aid treatment. unconscious or unable to respond. Advise
Step 1: Ask if they need medical assistance, offer to call 911 or advise them help is on the way. If needed, perform
you can call a taxi, and provide a list of medical facilities nearby. If they Basic First Aid/CPR (if certified). Keep them
decline skip to Step 3. as comfortable as possible until first
Step 2: Call 911 or the taxi based on guest response. responders arrive, then follow their
Step 3: While waiting for 911 or the taxi, or if the guest has declined instructions.
emergency services, ask the guest if they would like to fill out a NOTE: If situation is an accident and involved
Voluntary Statement Form. Regardless if a guest accident or illness a potential fall and not moving on own –
and they declined previously ask again if they would like medical DON’T MOVE GUEST.
services – especially if visual or the physical actions of the guest causes Step 1: If guest is traveling with a companion
concern. If someone is traveling with them, confer with them as well. ask them if they would like to fill out a
Step 4: GUEST ACCIDENT OR INJURY – engage team member to take Voluntary Statement Form.
pictures of the scene immediately. Step 2: GUEST ACCIDENT OR INJURY –
Step 5: Note incident on MOD Shift Report, Guest Incident Report engage team member to take pictures of the
(email to GM) scene immediately.
Step 3: Note incident on MOD Shift Report,
TRAINING GUIDELINES AND REFERENCE MATERIALS Guest Incident Report (email to GM)
Manager on Duty (MOD): 911 Related Accidents and Illnesses
Ensure Hotel Emergency Response Team Members are deployed as necessary if accident or medical emergency is located
in a public setting and the scene needs to be shielded and guests need to be rerouted.
All team members should remain calm and assure other guests that the situation is being addressed and that 911 is on
their way. Discussions about the incident should be not be conducted in front of guests or other employees. Refrain from
speculations or referencing what might have happened.
Media or guest inquiries should be handled if possible by the MOD. Statement should state, “There is a medical situation
or emergency situation, 911/officials are handling or are on their way, I have no further information.” Refer them to the
GM’s Phone Number for further comment.
If there were witnesses in the event of an accident, MOD should attempt to get Voluntary Statements from them.
If situation was traumatic for employees and/or guests, quiet location may be needed. Offer water/coffee, Kleenex and
team member standing in to provide assistance if needed. No further information should be shared with anyone.
Engineering/Chief Engineer
Works with MOD, assesses if the accident is in need of being coned off until area is confirmed safe or if cleanup is required.
PITFALLS TO AVOID - TIPS
DO NOT TRANSPORT GUEST TO HOSPITAL. DO NOT PROVIDE GUEST WITH INGESTED MEDICINE. DO NOT MOVE GUEST WHO MAY
HAVE SUFFERED A FALL. DON’T PROVIDE WATER or FOOD TO AN UNCONSCOUS PERSON OR APPEARS AS A HEART
ATTACK/STROKE.
05/26/2017 30/44
Investigation by Law Enforcement Potential Non 911 Emergency Situation
28 TBD
SCENARIO A law enforcement official appears in person or calls requesting guest or associate information
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: If the official calls, inform them that inquiries can only be responded to in person or in writing. We are unable
to provide any information over the telephone.
Step 2: For in person visits, the guest name can be verified if requested by the official. If the official asks if the guest is
from a certain city, that information can be verified. Any additional information, such as address, phone number, dates
of stay, or charges will need a court order to provide.
Step 3: In situations where a law enforcement official is executing a warrant, verify the warrant information and then
follow the directions of the official. Suggest ways to mitigate any guest inconvenience, such as having engineering
access the guestroom and/or providing a dedicated elevator for the official’s departure. Notify the General Manager
and complete an incident reportincluding the information on the official presenting the court document.
Step 4: If an official requests review of any surveillance footage, the request can only be fulfilled by a court order.
Step 5: Report Incident on MOD Report.
Step 7: Once Person(s) are free, offer hospitality, a beverage, ask if they need anything. Nice Touch; send up a note card and small
TROAoIpNsINAGmGenUitIDy.ELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Most municipalities require hotels to provide basic guest information, normally verifying if we have a guest registered.
Information beyond this requires a court order, normally a warrant or subpoena. Viewing guest information or surveillance
video also requires a court order. If in doubt, contact the General Manager.
Any persons inquiring about what is going on – inform them that the incident is a police matter and you are not able to
comment as you are unaware of the details.
Do not allow yourself to be bullied and if you have any concerns, contact the General Manager or a Corporate Official if the
GM is not available to verify how you should handle the situation.
Be respectful of law enforcement, even when declining the allowance of information
Engineering/Chief Engineer
Assist law enforcement officials as requested by the MOD.
Be prepared to assist with unlocking a guestroom and the safety latch
Suggest utilizing back entrances and lock off an elevator to escort law enforcement to lessen impact on other guests.
PITFALLS TO AVOID - TIPS
DO NOT FEEL COMPELLED TO HAND OVER INFORMATION WITHOUT PROPER COURT ORDERS AND IDENTIFICATION.
05/26/2017 31/44
Natural Disasters Potential 911 Emergency
29 The four main Natural Disasters; Hurricanes, Tornadoes, Flooding, Earthquakes
SCENARIO
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: Follow the steps outlined on each of the pages in the Emergency Situation Manual regarding Hurricanes, Tornadoes,
Flooding and Earthquakes.
Earthquakes – Pg.
Flooding – Pg.
Hurricanes – Pg.
Tornadoes – Pg.
Step 2: If there is a natural disaster not listed that pertains to your hotel please create a page for it.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Follow Training Guidelines and Reference Materials on each of the pages in the Emergency Situation Manual regarding Tornadoes,
Hurricanes, Earthquakes, and Flooding.
Engineering/Chief Engineer:
Follow Training Guidelines and Reference Materials on each of the pages in the Emergency Situation Manual regarding Tornadoes,
Hurricanes, Earthquakes, and Flooding.
PITFALLS TO AVOID - TIPS 32/44
BE PREPARED FOR NATURAL DISASTERS BEFORE THEY OCCUR.
05/26/2017
Phone Failures Potential Non 911 Emergency Situation
30 The properties main phone system switch has stopped working. There are 3 likely scenarios; 1) down for less
SCENARIO than 2 hours, 2) down for 24 hours, and 3) a long outage as a result of a major breakdown. Any of these scenarios
could be due to an emergency situation rendering the phone system inactive.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Short Term Outage
Step 1: MOD assess situation to determine if problem is isolated to single/ small group of phones/service, or whether it is system-wide.
Step 2: Notify GM and Chief to make them aware of scope of system failure so they can contact telephone system vendor to report the matter.
Step 3: Identify cell phones and respective phone numbers that can be used at guest contact points such as front desk, room service and
restaurant during the outage. Send email to managers making them aware of these numbers for ongoing usage.
Step 4: Notify brand’s Central Reservation staff so they can post a message on the reservation system home page for the hotel and provide a front
office cell phone number to call to contact the hotel.
Step 5: Produce a guest letter explaining the outage, include cell phone numbers to reach outlets. Make them aware that for emergencies they
should call 911. Explain that wake-up call feature is not functioning and to use their cellphone or alarm clock for wake up service.
Step 6: Send notification email to RVP of Operations, Corporate Facilities Director, Above Property team and WCG corporate home office staff.
Long Term Outage
Step 1: Be available to GM and Chief to provide information on status of system. Share action steps that have been put into place.
Step 2: GM and Chief Engineer will work with telephone vendor to secure and evaluate options temporarily restoring some phone service to hotel
while a permanent solution is being determined. Once short term options are available they will be reviewed with above property leadership to
gain approvals for expenditures related to temporary fix to restore phone service to hotel. Upon approvals, orders will be placed accordingly.
Step 3: GM and Chief Engineer will work with various vendors to secure bids to repair/replace telephone system as determined by the evaluation
of the existing phone system. Once bids are secured they will be reviewed with above property leadership to determine most viable solution.
Step 4: All MOD’s will actively communicate with hotel guests and staff as necessary during the outage to ensure guest awareness of the situation.
Once the system is repaired or replaced, various action steps put in place can be cancelled and hotel can return to normal operations.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Short Term
Manager on Duty (MOD):
Work with the Front Office staff to facilitate guest communication as possible.
Work with the engineer on duty to make sure outage has been reported to phone vendor.
Work with available staff to secure cell phones and numbers and develop guest contact letter.
Facilitate notification of senior hotel management as well as Brand (Marriott/Hilton) reservations notification.
Facilitate notification of WCG staff as per action steps outlined above.
Engineering/Chief Engineer:
Attempt to re-boot phone system in an effort to restore functionality.
Work with telephone system vendor to diagnose phone system problem in an effort to restore functionality.
Contact fire panel monitoring company to determine if automatic notification service is still intact for emergency monitoring.
Long Term
Manager on Duty (MOD):
Keep good records of action steps implemented and status of equipment outage to provide good information to the GM and Chief Engineer..
Make a list of any guest requiring assistance related to the telephone system outage. Share this information with staff members as needed.
Document the details related to the telephone system outage and include them in the MOD shift report.
Be familiar with procedures related to handling telephone system outages as outlined in the MOD manual. Be prepared to share this
information with other associates as necessary.
Be familiar with the location of telephone system mainframe equipment and phone room to assist in providing access to this.
PITFALLS TO AVOID - TIPS
Do not over promise to our guests that phone service will be restored at any exact time. Also do not allow staff to take manual
wake up calls that require a hotel employee to go to a guest room to deliver the wakeup call.
05/26/2017 33/44
Plumbing Malfunctions / Flooding Potential Non 911 Emergency Situation
31 Two Scenarios: 1) Flood by a domestic cold/hot water source. Hotel must prepare and plan to protect guests,
SCENARIO employees, and the asset. 2) Flood by a mechanical chemical containing water source, is happening / has occurred –
hotel must follow procedures during and react afterwards to ensure the safety of guests and employees.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
DOMESTIC COLD/HOT WATER SOURCE FLOOD MECHANICAL UNKNOWN CHEMICAL WATER SOURCE FLOOD
Step 1: MOD Flood is imminent or is in progress: Step 1: MOD assess situation:
Take immediate precautions. Determine location and extent of the Flood.
Contact Engineering Department; GM and Chief Keep affected area clear.
Engineer ASAP. Contain flood, if safe to do so.
Identify other dangers i.e. electrical equipment
Identify water source/Water type and shut off hazards.
associated equipment i.e. boilers and pumps and
other electrical equipment. Step 2: Outsource Clean-up by qualified restoration company
dealing with hazardous chemical spills:
Isolate water source, as soon as possible.
Step 2: Flood Clean-up:(If safe to do so.) Emergency Response Team.
GM and Chief Engineer.
Begin Flood restoration efforts in-house.
Call Restoration Company if flood is too big to handle Step 3: AQ Follow “In an Emergency”:
Dial 911 for any emergency.
in-house. Contact RVP and VPE&C.
Take plenty of pictures of the affected area/s and Follow JSA; PP&E if dealing with a hazardous
condition.
document flood damage to property and contents.
Step 3: Communicate:
Contact RVP &VPE&C of situation and if Insurance
notification is needed.
TRAINING GUIDELINES AND REFERENCE MATERIALS Manager on Duty (MOD):
Manager on Duty (MOD): Relocate guest from affected rooms and or area.
Prepare and follow Shelter in Place Protocolif rooms are no
Work with Engineer on shift / keep Front Office Informed
Follow instructions of the first responder / area safety longer safe to stay in..
Coordinate and assist with distributing emergency supplies if
official when 911 is involved.
Secure area affected, post signage and or block access if necessary.
Prepare and Incident Report and take plenty of pictures.
needed. Follow media guidelines if media is present.
Based on severity, GM/Chief will advise if you are to contact
Engineering/Chief Engineer:
RVP/VPE&Cor if they will.
Follow Post Flood Protocol.
Engineering/Chief Engineer: Check elevator pits for water, follow Elevator Pit Access SOP.
Monitor area affected and disconnect utilities if needed and
if it’s safe to do so.
Contact General Contractor; Restoration and or Mechanical
Company if needed.
PITFALLS TO AVOID - TIPS 34/44
AVOID CONTACT WITH CONTAMINATED OR SEWER WATER AND ELECTRICAL SOURCES.
05/26/2017
Power Failures Potential Non 911Emergency Situation
32 A power failure within the hotel has just occurred. It is not yet known if it is throughout the entire hotel or only in
SCENARIO part of the hotel. It is also unknown if other buildings in the area are also enduring power failures.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: MOD assess situation; determine the extent of the power loss through correspondence with Engineer on duty.
Step 2: Determine the extent of the power loss.Notify property’s power company located in LERP.
Step 3: MOD - NotifyHERTmembers of the extent of the issue, give direction for handling the power outage.
Step 4: MOD - Using whatever means of communication available, notify all the employees and building occupants about the
problem.If failure occurs during the night time hours after guest activity has ceased, do not disturb sleeping guests until
determined necessary to do so.
Step 5: Ensure that all fire safety systems are operational through emergency generator or battery supplied power.
• GM/Chief Engineer to establish a fire watch on each guest floor if emergency power is not available. Define fire watch.
Step 6; Dispatch flashlight equipped employees to any occupied area of the building that is dark.
Step 7: Move hotel occupants to areas that have natural light (during daylight hours) or emergency illumination.
Step 8: MOD advise Food & Beverage supervisors to take action to protect perishable items. Ensure that all valuables are
protected; cash, liquor, guest property, etc.
Step 9: Determine need for hotel evacuation.
Step 10: Upon restoration of power, inspect the hotel to determine any damage and/or theft that may have occurred.File MOD
Incident Report
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift / keep Front Office Informed
Maintain communication with Emergency Response Team
If an emergency occurs during a power failure in the hotel Follow “In an Emergency”.
Engineering/Chief Engineer:
Shut down equipment to avert power surges when electricity is restored.
Inspect emergency lighting to ensure it is functioning.
.
PITFALLS TO AVOID - TIPS
KEEP GUESTS CALM AND COMFORTABLE. DO NOT PROMISE GUESTS POWER WILL BE BACK ON IN A CERTAIN AMOUNT OF TIME.
05/26/2017 35/44
Shelter in Place *CRITICAL KNOWLEDGE* Potential 911 Emergency
33 In the event of an unforeseen emergency the Grand Ballroom may be utilized as a designated “Shelter in Place.
SCENARIO Explain 911 situations and need for services.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
MOD assess situation and confirms the location of where our Shelter in Place is located. MOD must determine whether that
location is occupied with other occupants or if it is currently available. Need to explain to the occupants the reasoning and what is
about to happen. Start the Shelter in Place as follows:
Step 1: Follow “In an Emergency”. 1st NOTIFY and then possibly request first responder assistance for guest safety.
Bring Hotel emergency response team together to review plan of action. (Notify Banquets and Housekeeping to prepare the
designated area for shelter in place
Engineering & Housekeeping to deliver and clean linen and blankets and pillows. Have a few cribs available if needed.
Have F&B prepare and deliver bottled water to the location.
Have Front Desk dispatch agents to lobby level elevators and assist guests.
Step 2: Maintenance Engineering:
Unlock shelter in place cabinet and load cart with the following Items:
- Ladder; duct tape; plastic wrap and utility knife.
Turn off air handling equipment to the shelter in place room.
Utilize shelter in place emergency snack supply and water supply, flashlights/batteries.
Step 3: Notification:
Utilize the Fire Alarm System “PA” Annunciation System/ Bull Horns alert guest and employees of current situation.
(SCRIPTING)
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Only transport guest and employees to the shelter in place if it’s safe to do so.
Work with Engineer on shift / keep Front Office Informed
Follow instructions of the first responder / area safety official when 911 is involved.
Based on severity, GM/Chief will advise if you are to contact RVP/VPE&C or if they will.
PITFALLS TO AVOID - TIPS
NOT HAVING MATERIALS AND INVENTORY IN PLACE, TRYING TO DO EVERYTHING BY YOURSELF INSTEAD OF DELEGATING, AND
NOT BEING PREPARED COULD CAUSE SERIOUS RISK FOR SHELTER IN PLACE.
05/26/2017 36/44
Spills; Hazardous/Non Hazardous Potential 911 Emergency
Or Unknown/Unidentified
34
SCENARIO A hazardous Material/Chemical spill has been identified and it is a danger to guest and employees in the
hotel. A non-hazardous chemical spill has occurred. An unidentified chemical spill has occurred.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: Once alerted about the spill, notify Chief Engineer or Engineer on duty to gain more information about the amount and the
type of chemical that has spilled.
Step 2: Determine whether the spill may cause harm to guests and employees.
Step 3A: If there is a severity of needing guests and employees to evacuate the property, follow “In an Emergency” and evacuate
the hotel. Follow evacuation scenario.
Step 3B: If there is a degree of danger if a guest were to come in contact with the spill, block off access to area around spill, begin
proper clean up procedures – whether it be done through engineering, or a chemical clean up company.
Step 4: Document amount of chemical and type of chemical that spilled.
Step 5: Notify General Manager.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
The severity of the spill and the type of chemical or material involved will determine the level of response required and if
evacuation is necessary. In any case, the first responsibility is the safety of the guests and employees.
Move guests and other employees away from the material. If the spill is severe and the chemical is believed to be dangerous,
evacuate the Hotel.
Local emergency services should be called if anyone has come in direct contact with a hazardous chemical and needs medical
assistance.
If situation is deemed safe, move the injured/ill person to a safe area and remain with them until help arrives.
Engineering/Chief Engineer:
Do not put yourself in danger when attempting to asses a spill or when trying to clean a spill. Contact professionals if needed.
PITFALLS TO AVOID - TIPS 37/44
MAKE YOURSELF, GUEST AND EMPLOYEE SAFETY A TOP PRIORITY.
05/26/2017
Sprinkler (Fire) Head Breaks/Leak Potential 911 Emergency Situation
35 During fire alarm activation, MOD goes to the Fire Panel and acknowledges a water flow device alarm.
SCENARIO
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
FIRE SPRINKLER HEAD ACTIVATION FLOODING IN PROGRESS / AFTER THE FACT
Step 1: Verify Alarm sprinkler head activation location: Step 1: MOD assess situation:
Take immediate precautions. Determine location and extent of the Flood.
Contact GM; Chief Engineer ASAP. Keep affected area clear.
Isolate broken/activated sprinkler head if no Contain flood.
emergency exists. Identify other dangers i.e. electrical equipment
hazards.
Step 2: Prepare for the flood:
Secure location of the flood i.e. contents and Step 2: Notify the following Departments:
document by taking pictures of affected area/s. Emergency Response Team.
Begin restoration process in-house and or outsource if Housekeeping Department.
needed. Engineering Department.
Guest Service/Front Desk and PBX.
Step 3: Communicate:
Control Communications by assuring guest that Step 3: AQ Follow “In an Emergency”:
emergency is under control. Contact RVP and CFD.
Contact RVP and CFD of event. Follow JSA; PP&E if dealing with a hazardous
condition.
Follow Emergency Responders lead when they arrive Dial 911 for any emergency.
TRAINING GUIDELINES AND REFERENCE MATERIALS Manager on Duty (MOD):
Manager on Duty (MOD): Relocate guest from affected rooms and or area.
Prepare and follow shelter in place protocol if rooms are no
Work with Engineer on shift / keep Front Office Informed
Follow instructions of the first responder / area safety longer safe to stay in..
Coordinate and assist with distributing emergency supplies if
official when 911 is involved.
Secure area affected, post signage and or block access if necessary.
Prepare and Incident Report and take plenty of pictures.
needed. Follow media guidelines if media is present.
Engineering/Chief Engineer: Engineering/Chief Engineer:
Monitor area affected and disconnect utilities if needed and Follow Post Flood scenario.
if it’s safe to do so. Check elevator pits for water, follow Elevator Pit Access SOP.
Check all life safety/emergency systems for proper operation.
Check all life safety/emergency systems for proper operation Check adjoining rooms/areas for damage.
ongoing. After incident it will need to be restored / reset.
Contact General Contractor; Restoration and or Mechanical
Company if needed.
PITFALLS TO AVOID - TIPS 38/44
Avoid contact with electrical sources if standing in water.
05/26/2017
Structural Collapse/Damage Potential 911 Emergency
36 Notification part of the hotel or a major portion of the has structurally collapsed.
SCENARIO
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: MOD or deployed team member immediately contacts 911. Deploy front desk team leader to run downtime reports or use
last reports ran if unable – secure 3 in-house guest lists / ADA guest list. Designate team member to be point person to keep track of
located guests that are safe, guests inquiring about missing persons. (if applicable based on where collapse occurred). Secure on
duty department work schedules and validate / update list as located.
Step 2: MOD assess situation and assists with removing everyone from the area a.s.a.p. that is able to move on their own accord.
Deploy team members and able bodied guests to assist with any injured that are not life threatening, unconscious or requires the
safety of other employees and guests.
Step 3: MOD to follow setting up an emergency command post and stock with emergency supplies and be ready to turn over
control to first responders with a progress / status update. Set up area identified for Reporting Missing Persons.
Step 4: Affected area needs to be evacuated immediately and once first responders arrive and upon request, follow Evacuation
Emergency Proceduresas directed.
Step 5: If possible, complete MOD Reportand note incident. Handle situation until General Manager arrives or provides additional
direction.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Work with Engineer on shift to determine if a full evacuation is needed prior to the first responders arriving.
Keep Front Office Informed
Follow instructions of the first responder / area safety official when 911 is involved.
Secure area around the collapse if applicable – do not allow any bystanders near the area.
Remain calm and encourage team members and guests to stay calm. Advise any inquiries that our main focus is ensuring the
safety of our guests and we have no further information at this time.
Be aware of dangers associated with the continuation of the deterioration of the collapsed area.
Refrain from providing any statements to media or persons inquiring. Advise them responders are on the way or here and they
are handling thesituation.
PITFALLS TO AVOID - TIPS
IF THERE ARE ANY QUESTIONS ABOUT THE SAFETY OF OUR GUESTS, EVACUATE AND ERR ON THE SIDE OF THEIR SAFETY. DO NOT
ATTEMPT TO MOVE SEVERLY INJURED OR UNCONSCIOUS PERSONS.
05/26/2017 39/44
Suicide Attempt/Threat Potential 911 Emergency
37
SCENARIO There has been notification of a person attempting or threatening to commit suicide somewhere on the property.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
MOD calls 911 if it has not been called and then assesses situation. Contact or have a team member contact the General Manager
immediately. Determine where the location of the person attempting or making the threat is; bring cell phone to location to call 911;
1. React quickly and discreetly, clear area where person is located of guests and other employees. Offer no commentary other than there is a
medical emergency.
2. Do not leave the person alone, if needed and possible; eliminate access toany item/tool they could use to try to commit suicide.
3. Don't try to handle a suicide threat or attempt alone. Involve other people. Do not risk your own health and safety.
4. While waiting for help to arrive, listen closely to the person if appropriate. Acknowledge the person's feelings. Be empathetic; let the person
know that help is available. Be understanding. Refrain from being judgmental or argumentative.
5. Stay with the suicidal person until you are sure they are in the hands of competent professionals. Make sure someone stays with the person
until professional help arrives.
6. If a person attempts suicide, administer first aid if certified and when deemed necessary. Cordon off the area. If death occurs, follow Death
Emergency Procedure
7. All team members should be advised to remain calm and to not comment on the situation to any guests or anyone inquiring.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Do not alarm guests. Respond and react to reports/inquiries in a calm and controlled manner
Isolate area and clear scene of any guests or unneeded employees
Employee Management
o Assess the affect the situation has on the staff, any employee having serious emotional problems with the incident, release them from work if
possible and ensure they arrive home safely.
o Maintain a calm demeanor when addressing employees and take extra caution with your dialogue.
o It is important all team members keep a professional appearance and attitude so guests and other team members do not panic.
o If team members are directly exposed to the action or scene ensure employees are provided EAP Services.
o Contact HR / Corp HR to deploy counseling resources if needed for team members.
Media Management & Inquiries
o Any inquiries identified or unidentified as media are not to be responded to. Typical statement, “my apologies we are currently treating this as a
medical emergency, we have no further information at this time.” If 911 has arrived, “my apologies, this medical emergency is in the hands of law
enforcement.” General Manager will make the necessary calls to the RVP & Corporate HR. Discussion will lead to brand notification.
PITFALLS TO AVOID - TIPS 40/44
DO NOT PUT YOURSELF AT RISK.
05/26/2017
Suspicious Item or Package Potential 911 Emergency
38 Notification of a Suspicious Item or Package has been found. This would include items that appear to be out of
SCENARIO place and odd. When in doubt treat items as suspicious.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: MOD assess situation; determining whether an item or package is to be considered suspicious is a difficult task to execute.
See training guideline. It is when an item meets the criteria of being suspicious and out of place that emergency procedures
should be followed. Notify your GM immediately or your Chief Engineer and provide the details of the suspicion. Follow “In an
Emergency”
Step 2: Respectfully question employees or guests who may be aware of where the item came from and how long it has been
there.
Step 3: Contact Engineer on Duty and together assess the situation; if possible without touching it determine the nature of the
item. Do not shake, open or empty the contents, do not sniff, touch, taste or look closely at it or any contents that may have
spilled. Do not carry the item to show it to others. Take notes of all of the information you are aware of regarding the package to
present to law enforcement.
Step 4: if after visual examination, inquiring, informing the GM, determine if it is considered suspicious noting the reason for the
concern and call 911. Cordon off the area and move guests and employees away from the area. Do not let anyone go near.
Step 5: Refrain from speaking to people who are inquiring about what is going on other than we are acting on behalf of our guests
and acting proactively to protect their safety.
Step 6: If law enforcement requires evacuation or you have credible information the threat is real, follow evacuation procedures
Step 7: Complete Incident Report and MOD Report.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Proactive measures and awareness are keys to reducing the opportunity for an item to be considered suspicious when in fact it is
a harmless act of someone leaving behind a personal and valuable item.
o Teach team members to be aware of bags guests come into their area with and learn to sweep area with their eyes as
people leave ensuring no guest accidently leaves an item. Employees should immediately let the guest know they
almost left without their property by pointing to the item / confirming that it is theirs without physically touching it.
This includes front desk area, restaurants, lounges, meeting rooms, public spaces, recreational areas, etc.
When a common item is left behind and in a location that is not odd nor does the item appear to be suspicious; team member
should observe the item without touching it to determine any identification tags visibly present. Identify if the person is
registered and contact them to see if they left an item behind. It will be the GM / MOD’s call to attempt to identify further.
Work with Engineer on shift / keep Front Office Informed
Follow instructions of the first responder / area safety official when 911 is involved.
Determine with the GM/Chief who will contact the RVP and Corporate Facilities Director in the event it will be treated as a potential bomb.
PITFALLS TO AVOID - TIPS
DOEnNgOinTeTeOrUinCgH/COhRieMf OEnVgEiAnNeeIrT:EM YOU BELIEVE TO BE SUSPICOUS.
If passengers are trapped in the inoperative elevator, refer to the LSOP Elevator Entrapment Procedures.
If it is determined with certainty that the inoperative elevator does not have passenger’s onboard, turn off the lights, lock the elevator, and
05/p26la/2c0e17a barricade in front. 41/44
Terrorism Threat/Attack Potential 911 Emergency
39 Terrorist activity comes in many forms, not just a physical attack on a facility to harm life and property, terrorists
SCENARIO may also seek guest or key information about the hotel. Terrorist also use threats of violence intimidate or
frighten those involved. Terrorism is used for many reasons; political, religious, or an ideological goal.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
Step 1: Follow “In an Emergency”. Report what type of threat has been made.
Step 2: If attack is in the form of a suspicious package, bomb, active shooter, or explosion refer to those pages within the Emergency
Situations Manual.
Step 3: If threat warrants evacuation, ask dispatcher whether or not pulling the fire alarm is an acceptable form, or if this would create
danger for guests and employees. It may be safer to call rooms directly and inform guests of an evacuation that way.
Step 4: Print in-house guest report. Assist in calling each guest room, marking ones that answer and don’t answer.
Step 5: If setting off the fire alarm is not viable send someone to evacuate meeting rooms and return to confirm evacuation.
Step 6: Select someone to go handle the off-site evacuation area to begin a guest count.
Step 7: Make sure Front Desk locks cash drawer and evacuate.
Step 8: File incident in MOD Report.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Hotels should develop a plan that is property specific and that encompasses local trends, laws and practices. Regular training of the hotel
team is necessary to minimize the likelihood of terrorist activity. Training should encompass suspicious activity, suspicious persons and how to
identify them.
A key trait to be developed by team members in response to a terrorist threat is situational awareness. This will take the form of a general
awareness of threat. Some key terrorist attack indicators:
o “INDICATOR”: A sign that is noticed when something is not right in the environment. This could be a sign of impending attack.
o “PRESENCE OF THE ABNORMAL”: Indicators that something is amiss. Examples would include: The presence of unusual objects,
perhaps with no explanation and not usually present.
o “ABSENCE OF THE NORMAL”: A key indicator missing from the environment.Secure area around the elevator, post out of order
signage until incident is over.
If a threat turns into an attack, refer to the page in the Emergency Situations Manual and follow procedures as described there.
Engineering/Chief Engineer:
PITFIAf LpLaSssTeOngAerVsOarIeDt-raTpIpPeSd in the inoperative elevator, refer to the LSOP Elevator Entrapment Procedures.
CONSIDIfEiRt iAs dLeLtTeHrmRiEnAedTSwTitOh cBeErtRaiEnAtyLt.hTaAt KthEeAinLoLpTeHraRtiEvAeTeSleAvaNtoDr HdoAeNsDnoLEt hTaHvEeMpasWseInTgHerT’sHoEnHboIGarHdE, StuTrnLEoVffEtLhOe lFigShEtsR,IlOocUkStNheESeSle.vKaEtoErP, and
GUESTSplCaAceLMa bAarNriDcadCeOiMn fFrOonRtT. ABLE AT ALL TIMES OF HANDLING A THREAT OF TERRORISM.
If needed, contact the elevator maintenance company to immediately dispatch a mechanic. Meet the mechanic upon arrival to inform him of
all known details. 42/44
05/26/2017
Tornado - Natural Disasters Potential 911 Emergency
40 Two Scenarios: 1) Tornado Warning has been issued. Hotel must prepare and plan to protect guests, employees, and
SCENARIO the asset. 2) Tornado is happening / has occurred – hotel must follow procedures during and react afterwards to
ensure the safety of guests and employees.
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD STEPS Step 4: Call Elevator Company and report the elevator entrapment.
THUNDERSTORM WATCH HAS BEEN ISSUED SEVERE THUNDERSTORM AND TORNADO HAS BEEN ISSUED
Step 1: MOD monitor, weather authorities and storm closely. Step 1: MOD/GM to contact RVP and CFD and determine if a
full evacuation is justified and or recommended.
Step 2: Prepare hotel and staff for Severe Weather and
possible Tornado and refer to Tornado Watch Check List. If evacuation is in order follow evacuation SOP.
If not evacuating follow step two:
Step 3: Notification to hotel executive committee; GM and Step 2: Establish and activate the Emergency Command Center
Chief Engineer. with local 2-way radio communication and satellite cell is
available.
Step 4: Check shelter in place and F&B inventory at this time. Step 3: Patrol property. Ensue all loose gear; supplies and
equipment are secure and report to the Emergency Command
Step 5: Maintenance Engineering to check emergency Center.
supplies and all life safety systems at this time, i.e. emergency Step 4: Print ADA report and visit each guest on the registered
generator; fire alarm and fuel. list and help them to the appropriate Shelter in Place.
Step 5: Obtain final list of personnel and guest in-house. Ensure
Step 5: Remind everyone to charge cell phones and two way everyone is in a safe location.
radios at this time. Step 6: Remove guest and employees from windward facing
building and rooms.
DURING STORM TRAINING GUIDELINES AND REFERENCE MATERIALS
Step 1: Update Guest and Employees on the Storm’s Status.
Step 2:Secure lines of communication by Satellite Cell and or HUMRaRnICaAgNeEr IoNnPDRuOtGyR(EMSSO/DA):FTER THE FACT
Texting with Corporate Personal.
Step 3: Record Date and Time and log of current events and check Step 1:WMorOk DwiathssEensgsinseiteuraotniosnh;ifitf/uknekenpoFwronntanOdffinceeeIndfeodrm, ceadll
list. elevatoFrolplohwoninesttroucdteiotnesrmofintheeifirPset rseospno(sn)dpere/saerneat asanfdetiyf official
Step 4: Follow instructions of the first responder / area safety passenwgehre(ns)9a11reisinindvoislvtreeds.s or in need of medical attention,
official when 911 is involved. advise them to remain calm help that is on the way.
POST STORM Secure Staff and family members if staying to assist during
Step 1: Engineering to walk building and report damage. Step 2:stFoormllo. w “In an Emergency”.
Step 2: Communicate Guest and Employees - via Fire Alarm Step 3:Follow departmental check list in securing valuable information
Annunciator the current state and next steps associated to the ContacatnEdncgoinmepeurteorns.Duty.
safe return to their rooms and or if evacuation is needed.
Step 3:Contact All Utility Companies on Status of Restoring Secure Employee/Managers work schedule and contact
Services if needed. information.
Step 4: Document damage via written report with pictures.
Engineering/Chief Engineer:
Secure as many Engineering Personnel as Possible and assist
where possible before; during and after the storm.
PITFALLS TO AVOID - TIPS
FOR TEHnEgiSnAeFeErTiYngO/FCGhUieEfSETnAgNinDeEeMr:PLOYEES, DO NOT UTILIZE AND OR DRINK PORTIBLE WATER AFTER THE STORM/FLOOD!
05/26/2017 43/44
If passengers are trapped in the inoperative elevator, refer to
Transportation Incident (Vehicle/Van) Potential 911 Emergency
41 A hotel owned vehicle or employee vehicle being driven on company business is involved in a collision or
SCENARIO transportation incident
In An Emergency Dial 911 Report Incident Follow Operator’s Instructions Contact GM & Chief Engineer
MOD Manager onSteDpu4t:yCall Elevator Company and report the elevator entrapment.
In the event that an MOD receives a call from an employee driving a company owned vehicle or employee vehicle being driven on
company business, the vehicle driver should be following the steps below and MOD should review them if necessary. These procedures
should also be located in the glove box of the vehicle along with the Transportation Incident Checklist.
VEHICLE DRIVER
Step 1: Determine if there are any injuries to our passengers. . DO NOT MOVE INJURED INDIVIDUALS.
Call 911 and report the incident even if there are no injuries.
Step 2:Stay in vehicle if there is a risk of injury or if moving might put you at risk of further injury
Move vehicle to a safe locationif creating a safety hazard or obstructing traffic. Do not leave the scene of the accident!
Step 3: Contact Hotel dispatch (MOD). Provide details of the incident. Request another vehicle to pick up if necessary. If appropriate,
the MOD should go to the scene to provide support to the employee.
Step 4: If conditions allow, retrieve insurance &driver’s license information from other drivers involved in the incident.
Step 5:Take pictures with the provided disposable camera located in glove box.
Step 6:Cooperate all law enforcement questions.
Step 7:Assist passengers as needed - Get names of all passengers.
Step 9:If there are no injuries, help passengers move items to the other vehicle sent from the Hotel.
Step 10: Complete Transportation Incident Checklist. Take employee to our designated urgent care facility for a standard drug testing
MOD: Ensure employee completes Incident Report inform General Manager of all details pertaining to the incident. Report incident on
the MOD Report.
Vehicle driver should not discuss the details of the incident to any persons other than law enforcement.
Vehicle driver should state the facts of the incident and refrain from offering opinions.
TRAINING GUIDELINES AND REFERENCE MATERIALS
Manager on Duty (MOD):
Contact local emergency services (9-1-1) if not contacted already. Notify the General Manager.
If there are uninjured passengers, dispatch another vehicle to retrieve them.
Only remove passengers from the accident if safe to do so and or cleared by officials.
General Manager
If necessary, report to the scene after making arrangements for a replacement manager to handle responsibilities at the Hotel.
Fill out a full report with a full outline of costs for insurance purposes.
Contact the Corporate HR, RVP and insurance carrier with specifics of the incident.
Ensure appropriate compassionate follow-up with the injured/ill person.
PITFALLS TO AVOID - TIPS 44/44
DO NOT MOVE INJURED INDIVIDUALS
05/26/2017
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