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. As 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 ourselves. •To assist us in developing internal plans which compliment the corporate strategy. • To establish points at which divisional management are to be involved. “ A CRISIS NOT HANDLED CORRECTLY SOON BECOMES A CRISIS’S INCLUDE 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 EXAMPLES HOTEL GENERAL THIRD PARTY 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 Epidemics 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 performance. 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 ) PRIORITY: 1- Look after injured party’s welfare - medical assistance. 2- Non-admission of liability. 3- Provide situation warning to others PROCEDURE : 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) REPORTING : 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 PRIORITIES 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. PROCEDURE 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. REPORTING 1- Inform RVPO 2- Complete and dispatch incident Report after event INCIDENTS INVOLVING GUESTS AWAY FROM HOTEL 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. PROCEDURE 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 REPORTING 1- Complete and dispatch Incident Report 2- Report any appropriate information to emergency services, e.g. medical information from kin INJURY PRIORITIES 1- Look after injured person’s welfare - provide medical assistance 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 PROCEDURE 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. REPORTING 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 records. 5- Complete and dispatch Incident Report. 6- To refer claims / legal matters / correspondence to Operations Director. POLITICAL UNREST / RIOTS / WAR PRIORITIES 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. PROCEDURE 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 London. 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 REPORTING 1- Advise RVPO as soon as possible. 2- request assistance from Divisional Crisis Management Team where appropriate THEFT OF GUEST PROPERTY PRIORITIES 1- Be understanding and minimise guest inconvenience. 2- Avoid admitting liability. 3- Call police, if required PROCEDURE 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. REPORTING 1- Complete Incident Report and send to RVPO. 2- Inform Regional Guest Liaison Manager in London.