Crisis Management WHAT IS A CRISIS A crisis is a by honeybee1987


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									WHAT IS A CRISIS ???
A crisis is a serious or
abnormal event that
 usually ends with a
   major calamity
 Why do we need a manual ?
The crisis manual is provided to aid and assist
us in competently handling events at both ends
                 of the scale

  The manual provides us with an effective
   means of controlling and limiting the
     damage such an event can cause.
Every organization is
susceptible to a crisis

TRUE ?   Or   FALSE ?
Experience has shown that the use of and
 the testing of pre-planned emergency
procedures provides a framework which
    enables a company to deal more
  effectively in times of a crisis and it
      prevents unnecessary stress.

  More importantly, a well handled crisis can limit the
damage to a company’s reputation. It may even enhance it.
 A badly managed incident could
scar the company’s image forever.

Both products and company names have
   been known to disappear because
 they failed to recover from the impact
            of a major crisis.

We are measured on our consistency.
  Crisis procedures seek to aid that end.
 Many items listed, might appear merely:

Common sense however is often absent in a crisis situation.

     It is triggered by a coherent plan.
 What therefore is the function of a:

• To heighten awareness of the need for effective response.

• To provide an action plan to assist us in dealing with
abnormal situations which we can effectively handle
•To assist us in developing internal plans which
compliment the corporate strategy.
• To establish points at which divisional management
 are to be involved.
Actions which are against the law or situations
       where people and material items
     are put at risk and where, in general
            terms,help is required.

              Help in a form of

    Police          Fire      Ambulance

Boiler failure   Bomb Threat
Food Poisoning   Theft
Gas Leak         Assault / Murder
Lift Failure     Demonstrations / Murder
Fire             Celebrity Customer
Accident         High profile bookings
Suicide           / guests
Natural Disasters    Major incidents

Flood               Kidnap / Ransom /
Fire                Extortion
Death               Explosion : gas or Bomb
Earthquake /        Structural collapse
tremor              Fire
Gales /             Multiple deaths
High Winds          Food poisoning
    The aims of the Crisis
     Management Plan
1- Protect life and property
2- To restore normality as quickly as possible
  A) Business restoration process
  B) Effect repairs
3- Damage limitation in terms of reputation
   and morale.

4- Governmental and State Agency liaison
5- To investigate and report on circumstances
      to avoid recurrence or to improve

6- Litigation control - minimization of claims.
      The crisis management team
              comprises of
General Manager

Resident Manager / Deputy G.M.
Food and Beverage Manager
Front office Manager    Night Manager

Executive Housekeeper   Duty Manager
Chief Engineer          Security Manager
       The duties of the Crisis
        Management Team
  To prepare individual Department plans in conjunction with the
 emergency procedures, should a crisis happen in your department
                      or the Hotel in general.
  You and Your people should know what to do to:
• Protect life and property
• To restore normality as quickly as possible
• Minimize damage limitation
Each department should have its
 own Emergency checklist which
  should include shutting down
   plant, equipment etc. Which
  pertains to that Department.
    These checklists should be
released regularly and all staff be
      made aware of them.
The key element of the
  crisis management
      manual is :
   The most critical aspect of
 handling a crisis is the ability
   to ensure that all relevant
 information is communicated
  to the appropriate people as
precisely and swiftly as possible
   2. Emergency Procedures Guide
• Major incident Plan -notes
• Accident
• Armed Robbery / Hold - up /
Hostage Taking
• Boiler Failure
• Bomb Threat
• Death (see also suicide)
• Demonstration
• Electrical Failure
• Epidemic / Infectious Diseases
• Fire and / or Explosion
• Flood / Flood Contamination Alert
• Food Contamination Threat
• Food Poisoning
• Gas Failure
• Gas Leak
• Guest Illness
• Incidents Involving Guests Away From Hotel
• Injury
• Kidnap / Ransom / Extortion
• Lift Failure
• Pollution
• Political Unrest / Riot / War
• Rape
• Suicide
• Telecom Failure
• Theft Of Guest Property
• Water Failure / Contamination
It must be remembered the control of
a major incident may be taken out of
             our hands.

    As in the case of a Fire. We do have a
   support role to play that would include
 supplying full and accurate information to
Emergency Services, communicating what is
     happening to Head Office etc..etc...
When the immediate crisis is
over, we will have to respond
 quickly to secure the assets
     and secure the site.
       Accident - ( SEE ALSO DEATH )
1- Look after injured party’s welfare - medical assistance.
2- Non-admission of liability.
3- Provide situation warning to others
1- Visit scene of accident / injured person.
2- Summon appropriate medical assistance
  (ie : first aid or ambulance)
3- Implement situation warnings for others.
4- Ascertain and record nature and cause from injured
   person / witnesses.
5- Rectification of cause or fault.
6- Follow up to injured person’s welfare.
7- Make notes at the time, your observations and
   witnesses (preferably independent)

1- Complete and dispatch incident report form.
2- Serious injury / death must be reported to
   Operations Director immediately
3- In cases of accident leading to prolonged work
   absence or serious injury, inform local health &
   Safety authority
4- Complete entry in hotel / statutory accident book.
5- Notify relatives - if appropriate.
                 GUEST ILLNESS
1- Ensure that guest is comfortable and is receiving the
   necessary supervision
2- Minimise disruption to Hotel routine.
3- If possible, limit any further spread of illness.

1- Note that initial symptoms.
2- inform Hotel doctor or one directed by guest / kin.
3- Do not give the guest any food, drink or
   medication without medical supervision.
4- Keep a note to re-locate any other guests as
   directed by doctor.

1- Inform RVPO
2- Complete and dispatch incident Report after event

1- Establish the facts of the events.
2- Liaise with emergency services for information.
3- Be sympathetic and discreet in handling of
   distressed kin.
4- Minimise disruption to the Hotels.
5- If serious - use Major Incident Plan notes.
1- Liaison with emergency services to find out :
      A) The cause of the emergency
      B) The extent of to situation
      C) Who is involved ?
      D) The extend of any injuries or death
2- Set up an area to which calls can be transferred and
    where any kin at the Hotel can be comforted. This
    should be situated away from the main areas of
    the Hotel for privacy.
3- Secure the personal effects of guests injured or dead
   until they can be removed. These should be secured
   in a store room to be used.
   NB : Be cautious over release of property.
4 - Staff should assist kin in relation to requests for
accommodation and access to the personal belongings of
those injured or dead


1- Complete and dispatch Incident Report
2- Report any appropriate information to emergency
   services, e.g. medical information from kin
1- Look after injured person’s welfare - provide medical
2- Non-admission of liability
3- Rectify cause of incident and provide hazard warning to
   others, if necessary
4- If serious (I.e. multiple serious casualties) - see Major
   Incident Plan Notes
1- Visit scene of accident
2- Summon appropriate medical assistance (I.e. first aid
   or ambulance )
3- Implement Hazard warnings of others
4- Ascertain nature and cause from injured person /
    witnesses - record all relevant details. Make note of
   time and identify witnesses ( preferably independent )
5- Rectification of cause / fault
6- Follow up injured party’s welfare without any
   admission of liability
7- Notify relatives - if appropriate.

1 - Serious occurrences involving loss of life or limbs
    must be reported to RVPO immediately.
2- In cases of accident leading to prolonged work absence
    or loss of life or limb - Health and Safety
    executive of the local authorities must be informed.
3- Involve any other state agency required by law.
4- Complete entry in accident book / other statutory
5- Complete and dispatch Incident Report.
6- To refer claims / legal matters / correspondence
   to Operations Director.
1- Minimise involvement as far as possible.
2- Minimise risk to guests and staff.
3- Anticipate needs for guests to extend stay or leave
   rapidly (expatriation)
4- Ensure food / water stocks are available within hotel.
5- Be prepared for staff difficulties (I.e. inability to reach
    or leave hotel, or factional violence amongst personnel)
6- Warn RVPO of impending political unrest / riots / war
   when ‘warning signals’ first identify. Do not wait for
   them to start before acting.
1- Avoid confrontation with parties.
2- Make guests aware of difficulties without causing panic.
3- Maximise food stock.
4- Control access to Hotel as far as possible (door / window
    security, monitored access etc.
5- Increase security patrols within Hotel.
6- Contract appropriate embassies / consulates for advice
   on procedures to follow.
7- Send / Fax lists of guests and staff to Divisional Office in
8- Clear ground floor areas of attractive valuable items.
9- Ensure all Emergency Exits are clear
10- Remove externally stored combustible items as far as
possible. These could be used to develop fires.
11- Ensure water tanks are filled.
12- Develop appropriate billing procedures with guests
     which minimise risk of unpaid accounts - but display
    sympathetic treatment as necessary


1- Advise RVPO as soon as possible.
2- request assistance from Divisional Crisis Management
   Team where appropriate
1- Be understanding and minimise guest inconvenience.
2- Avoid admitting liability.
3- Call police, if required

1- Only go to guests room if the guest is present, and with
   an additional witness.
2- Ensure nothing is touched in the room.
3- Police to attend only if necessary.
4- Ensure hospitality to guest is maintained but without
   implying liability on the part of the Hotel.
5- Take down all details carefully, noting lost items. Stress
   matters will be reported to Divisional Office.
6- Interview staff to see if anything suspicious was seen.
7- Check any relevant Electronic Security records (I.e.
   Door operations etc.)
   Note: Compensation to be handled in accordance with
   pre-established operating regulations as laid down in the
  Standards Manual. All claims are to be submitted in
  writing by guests.

1- Complete Incident Report and send to RVPO.
2- Inform Regional Guest Liaison Manager in London.

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