SOP Procedure for Medical Emergency
Handling Medical Emergency Standard procedure:
- The hotel emergency team members should consist of the Duty ManagerManager is a person in the hotel operations who is assigned to manage or supervise a group of employ..., Security Manager or Supervisor, Front Office Manager, Manager on Duty, and the General Manager.
- A health emergency is defined as any situation when a guest or staff’s well-being or threats to his /her life e.g.: Cardiac Arrest, Respiratory Arrest, Unconscious Individual, or any Conscious Person in Acute Distress.
- As the first point of contact, the Telephone operator / GuestDefinition of Guest in Hospitality Industry: A guest is the most important person in any business. A... service agent should check with the guest about what problem he is facing.
- If the guest service team is the first who receive the call, inform the operator to contact SecuritySecurity is the prevention of theft; fire; and other emergency situations in the workplace. and rush to the scene.
- Take down the caller’s name, room number, or location of the scene, type of sickness or injury, and inform the Front Office Manager or Duty manager immediately.
- If the guest requires hospitalization then an ambulance is to be called, or a hotel vehicle may be offered depending upon the situation/condition of the guest.
- The hotel staff should Stay with the guest or injured person till the arrival of the Emergency Unit.
- In case a guest requests to call a doctor (doctor on call) then the standard procedure should be followed.
- In case of a serious medical emergency, the Manager on Duty should act as the leader of the medical emergency team.
- The Security Manager must be immediately notified and should be present to assess the situation.
- The First aid trained staff should attempt to stabilize the victim with the assistance of the Security Team / Manager while the ambulance is being called.
- A wheelchair should be placed on standby if required, and the Security Supervisor / Manager will arrange for an elevator to carry out the evacuation.
- As per the hotel policy, the ambulance will be directed to arrive either via the Employee Entrance or to the hotel’s emergency exit.
- All medical emergencies must be logged onto the HotelA Hotel or Inn may be defined as an establishment whose primary business is providing lodging facili... log, Security Log, and Front officeFront office is the communication; accounting; and service center of the hotel daily log.
The following information must be obtained once the guest is taken to hospital:
- Name of the hospital where the guest is admitted.
- Ward number or room number and how to contact the guest in the hospital thereafter.
- Identify the ‘In case of emergency’ number provided by the guest at the time of check-in from the registration card or contact the local company representative (booker) in case the guest is booked through a company.
- Contact the above number and provide relevant information about the incident.
- Payment methods while staying in the hospital must be obtained from either the booker or guest.
In the event the guest death before the arrival of the Medical Team:
- Hotel Staff should wait for the arrival of the Medical Team.
- Do not move the victim or anything at the scene.
- Upon confirmation of death by the Medical Team, call the Police.
- Restrict Staff and guest moments in this area.
- The Security Manager should seal the room and wait for further instructions from the Police.
- Provide the ‘In case of emergency’ number provided by the guest at check-in or the Booker details to the Police.
Test your knowledge
SOP – Front Office – Hotel Medical Emergency
Which five hotel roles constitute the official medical emergency team?
The team consists of the Duty Manager, Security Manager or Supervisor, Front Office Manager, Manager on Duty, and General Manager.
How does hotel SOP define a 'health emergency'?
It is any situation threatening life or well-being, such as cardiac arrest, respiratory arrest, unconsciousness, or acute distress.
What is the immediate action for a guest service agent who is the first contact in a medical emergency?
They must inform the telephone operator to contact Security and then rush to the scene.
What specific details must be recorded from the caller during a medical emergency report?
Staff must obtain the caller’s name, room number or location, and the type of sickness or injury.
What are the two transportation options provided by the hotel if a guest requires hospitalization?
The hotel may call an ambulance or offer a hotel vehicle depending on the guest's condition.
How long must hotel staff remain with an injured guest during a medical crisis?
Staff must stay with the guest until the Emergency Unit arrives.
Who is designated as the leader of the medical emergency team during a serious incident?
The Manager on Duty (MOD) acts as the leader of the team.
Which department head must be present to assess the situation during a medical emergency?
The Security Manager must be notified and present to assess the scene.
What is the responsibility of first-aid-trained staff while waiting for an ambulance?
They should attempt to stabilize the victim with assistance from the Security Team.
Who is responsible for arranging an elevator for a medical evacuation?
The Security Supervisor or Manager coordinates elevator use for evacuation.
To which two specific hotel entrances should an ambulance be directed?
An ambulance is directed to the Employee Entrance or the hotel's emergency exit.
In which three logs must every medical emergency be recorded?
Incidents must be recorded in the Hotel log, Security Log, and Front Office daily log.
What information regarding the guest's location is required after they are taken to the hospital?
Staff must obtain the hospital name and the specific ward or room number where the guest is admitted.
Where should the front office check first to find a guest's emergency contact number?
The information is retrieved from the registration card completed at check-in.
What is the primary rule for staff at the scene if a guest dies before medical help arrives?
Staff must not move the victim or anything else at the scene while waiting for the Medical Team.
Who must be called immediately after the Medical Team confirms a guest's death?
The police must be called immediately.
What action must the Security Manager take regarding the guest's room following a death?
The Security Manager must seal the room and wait for police instructions.
If a guest is hospitalized, what alternative contact should be used if no 'in case of emergency' number is listed?
The staff should contact the local company representative or booker.
What should a Guest Service Agent check with a guest before initiating a 'doctor on call' request?
They must check with the guest to understand the specific problem or symptoms they are facing.
Who must be advised whenever a guest requests the House Doctor?
The Manager on Duty or the Head of Security must be advised of the request.
What financial information must be communicated to the guest before a doctor arrives?
The guest must be informed of the doctor's consultation fee.
Who is responsible for escorting an arriving doctor to the guest's room?
The Duty Manager or a Guest Relation Executive must escort the doctor.
How is the purchase of prescribed medicines handled financially for a guest?
The hotel arranges the purchase and charges the expense to the guest account as a 'Paid Out'.
What is the standard follow-up procedure the day after a guest sees a doctor?
Guest RelationsThe establishment of personal rapport and goodwill with guests through service and attention to indi... staff should make a courtesy call to check on the guest's condition.
Within how many rings should a hotel telephone be answered?
The phone should be answered within three rings.
What is the standard greeting for an external hotel call?
The phrase is a greeting based on time of day, followed by the hotel name and 'How may I help you?'
Why is it important to smile while speaking on the telephone?
A smile can be 'heard' by the caller, helping to convey a positive attitude.
What is the correct protocol for a guest call when you need to check information?
You must ask for permission to put the call on hold while checking for the required information.
When allocating rooms, what is the default bed type for couples?
Couples are to be allotted King-size beds rather than twin beds.
What is the policy for allotting smoking guests to non-smoking rooms?
Smoking guests should never be allotted non-smoking rooms.
Who must approve any room upgrade for a guest?
An upgrade must be approved by the Front Office Manager or the Duty Manager.
If a room is downgraded, what must the front office ensure regarding the guest's billing?
The front office must ensure that the room rate is adjusted to match the lower category.
What should a front office employee do if they see debris in the lobby?
The employee is responsible for picking up the debris to maintain the work area.
How should front office staff respond to guest complaints according to the 'Do's and Don'ts' SOP?
They should listen carefully and take notes without contradicting or interrupting the guest.
What is the purpose of the daily front office briefing?
It ensures staff are aware of the current day's events, room status, and special guest requests.
Which document must all Front Office staff read and sign at the beginning of their shift?
All staff must read and sign the logbook.
What is the objective of the Guest Registration process?
The objective is to collect accurate guest information and satisfy statutory requirements with a signature.
Which document is designated as the 'Group Coordinator's' primary tool during arrival?
The rooming list is used to manage group check-ins and signatures.
In what order should registration cards be kept for a group check-in?
They should be kept in alphabetical order for efficient processing.
When preparing for a group arrival, why is 'routing instruction' created on the PMS?
It ensures that specific charges, like room and tax, are automatically transferred to the group payment master.
What is the ideal duration for a daily front office briefing?
The briefing should be kept short, between 20 and 30 minutes.
What identification must be requested if a guest's room key details do not match the PMS?
Staff must request a valid photo identification like a passport or driving license.
If a guest has lost their room key, what must the front desk agent do when programming the replacement?
They must program the new key with a new code to disable the lost one.
What is the procedure for handling a cash advance request regarding the counting of money?
The staff must count the cash properly and then recount it to ensure accuracy.
What items are typically found in a guest Welcome KIT?
It contains a personalized welcome letter, key cards, meal coupons, and local maps or guides.
What is the maximum heel height permitted for female front desk staff shoes?
Heels must not exceed two inches.
Which department must be prioritized for cleaning rooms when a guest is 'On Queue'?
The HousekeepingA department of the rooms division; responsible for cleaning the hotel's guest rooms and public area... department must prioritize 'On Queue' rooms immediately.
If a guest does not answer their second wake-up call, what is the next step?
A staff member and a security officer should go to the room and knock on the door.
What document is used to record and authorize adjustments to a guest's bill?
An allowance slip or rebate voucher is used for this purpose.
What does the abbreviation 'S.O.F.' stand for on a guest folio?
It stands for 'Signature On File,' used for express checkouts where the guest has pre-authorized payment.
How many copies of a 'Room Change Form' are distributed, and to which departments?
Five copies are distributed to Front Desk, Room Service, CashierCashier is a person who processes guest checkouts and guest legal tender and makes change for guests..., Bellman, and Housekeeping.
Are gift certificates issued by the hotel refundable?
No, gift certificates are generally non-refundable and non-exchangeable.
Who is responsible for the final approval of a company's direct billing privileges?
The hotel credit manager or the financial controller provides the final approval.
What is a 'Walked Guest' in the hotel industry?
It is a guest with a reservation who is moved to another hotel because the current hotel is overbooked.
What costs does a hotel typically cover for a guest who is being walked?
The hotel pays for the first night's room and tax, transportation, and a long-distance phone call.
How should an intoxicated guest be handled when they need to be moved from a public area?
Staff should speak softly and lead the guest to a private area away from others.
What is 'paging' in a hotel context?
It is the process of locating a guest in the hotel's public areas using a paging board or digital display.
What is a 'locator' in a Property Management System (PMS)?
It is a function that records the guest's current location within the hotel to assist with paging.
What should a valet do if they notice valuables left inside a car they are parking?
They must notify the guest, the Duty Manager, and Duty Security.
What is the standard distance a bellman should maintain while escorting a guest to their room?
The bellman should walk a short step ahead, maintaining a distance of about 2 feet.
What must the concierge team obtain before following up on lost luggage with an airline?
They need the guest's Baggage Irregularity Report (BIR) or Property Irregularity Report (PIR) card.
What is the rule for delivering guest messages with sad news (e.g., death)?
The Duty Manager must be notified immediately before the message is delivered to the guest.
If a guest is not in their room during the day, where should a bellman place a delivered message?
The bellman should open the room and place the message at the foot of the bed.
What are 'Downtime Reports' used for?
They provide a physical or digital backup of guest and hotel information in case the IT infrastructure fails.
Training Summary questions:
Q1. How to handle a medical emergency in the hotel?
Q2. What should the staff do in case of the death of the guest?
Q3. What information needs to be collected in case the guest is moved to a hospital?
Q4. Who should be part of the hotel emergency team?
Q5. What details need to be collected when attending an emergency call?
Patreon Only SOP Download
SOP Number: Front Office SOP – 27
Department: Front Office – General
Date Issued: 08-May-2017
Time to Train: 30 Minutes
