10 Types of Emergency Situations Encountered in Hotels
1) Bomb Threat emergency situation.
2) Fire Threat emergency situation.
3) Death of an In-house Guests in the hotel.
4) Accident emergency situation.
5) Lost and Found.
6) Theft emergency situation.
7) Illness and Epidemics emergency situation.
9) Damage to property by the guest.
10) Handling drunken guest.
There are different types of emergency situations encountered in hotels during the day to day operations and functioning of the hotel. These unforeseen emergency situations which can come across anytime without any notice and the hotel staffs should be well trained to identify such emergency situation and to be able to act quickly on them.
The various types of emergency situations encountered in hotels are as explained under:
1. Bomb Threat Emergency Situation:
In case of any call received regarding the bomb threat, the hotel should tie-up with the local police authority and follow their instructions. The person who receives the call should take complete details of the situation and should even try to note down the voice and accent of the person calling regarding a bomb threat. Immediately the hotel should inform the anti-bomb squad and should defuse the bomb after locating the place where it is planted.
Signal the colleague to also listen in the call and try to find out the location through the exchange. Listen to the caller carefully and make it prolong and get all the information carefully like the place where planted, time of explosion and strength of explosives.
If possible this call may be taped and note the back noise and try to catch information from accent and police to be informed. Immediately after disconnection, the G M and security officer has to be informed. If the location is identified the department head should be also informed People from that suspected area have to be evacuated from that particular location. After “all clear” signal from the police, the normal process of the hotel can be continued.
2. Fire Threat Emergency Situation:
Fire is the most common emergency situation which could break in the hotel at any point in time. The most probable reason for a fire break in the hotels can be a kitchen or faulty wirings in the hotel. The concerned staff should be immediately informed and fire brigade should be informed immediately.
Do not panic, If the hotel staff is well versed with the fire fighting equipment then immediately fire extinguisher should be used. The supply of electricity and gas should be immediately turned off whenever any news regarding fire comes to the hotel.
3. Death of an In-House Guest in the Hotel:
Whenever information comes regarding the death of an in-house guest the Front Office Manager should be reported directly who informs the General Manager and the Security Manager. Later on, the police authority is even told and the hotel doctor is summoned to confirm the death of the guest.
The residential address of the guests is also identified and the relatives are informed. Once the doctor has confirmed the death and the police has given the permission the dead body is removed by the help of a stretcher. In the meanwhile, if the deceased guest was under some other doctor consultation then that doctor is also enquired.
A death certificate is also prepared and a report is prepared to mention the time, room number and other details related to the deceased guest. The guest room is locked and sealed and after the permission and clearance of police the room is opened and spring cleaned and can be resold again after the approval of the local authority.
Read more SOP for Handling Death and Medical Emergency In Hotels
4. Accident Emergency Situation:
Accidents can take place in the hotels at any point of time due to faulty stairs, ramps, and balconies and even due to the parking places. The hotels should ensure that handrails, the non-slip surface should be used while framing the architecture plan for the hotels.
3. Lost and found:
This is a term used in hotel parlance to refer to any item which is left by the guest or temporarily misplaced by the guest but traced later by the hotel staff. Such articles to be handed over to the housekeeping department which maintained a special locker for this purpose.
If the item belongs to the guest who has already checked out, then a letter has to be sent to the forwarding address left by the guest while checkout or which is there in the registration card. If no reply is received by the hotel within a certain time limit, that may be auctioned to the hotel employees or take a decision as per the hotel policies and rules.
6. Theft Emergency Situation:
The front desk is having cash with them so there is also the possibility of theft. Also, there are belongings of in house guest. To discourage theft, the front office should inform the guest to deposit their valuables in the safety deposit locker.
7. Illness and Epidemics Emergency Situation:
There should always be a Doctor on call available for the hotel so that in case if any guest suffers from any kind of problem he /she can be given the concern treatment as soon as possible.
The front office staff must call the hotel security and order the main door to be locked. If the situation gets out of the hand then the security manager should call the police immediately.
9. Damage to property by the resident guest:
The front office cashier is instructed to raise a charge for the value of the damages to property, a responsible guest will never argue but if he does the subject to be referred to the general manager.
10. Handling Drunken Guest:
A drunken guest may disturb another guest. In order to avoid this, the drunken guest should be escorted to an isolated area like a back office. Hotel staff should calmly handle the situation by following the SOP for Handling drunken guests.