IN CASE OF
EMERGENCY
Emergency Plans
1
Written and Customized for HP Hotels, Inc. June 2002
Table of Contents
Topic
Pages Number
Bomb Threat
Blood Borne Pathogens
Carbon Monoxide / Gas Leak
Choking
Civil Disturbances
Death / Suicide
Drowning
Electrical Shock
Emergency Contact Numbers
Final Exam
Fire
Food Poisoning
Guest Hurricane Letter
Hurricane
Hurricane – After the Storm
Hurricane Watch
Hurricane Warning
Incident Report
Injury / Illness
Insurance Comp. Inspections
Insurance Reporting Procedures
Introduction
HP HOTELS Emergency Contact List
Media Policy
Phone System Failure
Power Failure
Robbery
Severe Weather Alert
Sprinklers
Thunderstorm / Tornado
Water Shut Off Procedures
7-8
13
9 – 10
11
5
33-34
12
11
4
37
14-16
18
26
18
3
19-25
21-22
7
28-29
41
38-39
27
32
35-36
30
31
35
27
40
17
42-51
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Written and Customized for HP Hotels, Inc. June 2002
Introduction
Emergencies can happen at any time in a hotel. Many of them can be prevented, but unfortunately,
some are unavoidable. Many of the emergencies also strike with little or no warning. So it is
imperative that the hotel staff be well trained and prepared for emergencies before they occur.
This Emergency Procedure Manual outlines the various threats that could occur at the hotel and
presents the step-by-step procedures that should be followed by the staff for each one.
This information will be maintained in binders in each department for quick access IN CASE OF
EMERGENCY.
Each member of the HP Hotels Managed Properties Team is a member of the Emergency Response
Team. All Team Members will be trained on all emergency procedures and tested on the action
steps. All Team Members will be retrained at six-month intervals. Periodic drills will be conducted
with the Team to ensure their readiness.
The Emergency Response Team is responsible for carrying out the action steps of the Emergency
Plan. Each Team Member must:









Understand the Emergencies that can occur in the hotel and what the goals are in case that
Emergency occurs
Understand their roles In Case of Emergency
Know how the hotel fire alarm and sprinkler systems work
Know the location of all fire pull stations
Know the location of all fire extinguishers and how to use them
Know who to contact In Case of Emergency
Know the location of First Aid Supplies
Know the location of Emergency Supplies
Know the proper insurance contact and reporting procedures
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Written and Customized for HP Hotels, Inc. June 2002
EMERGENCY CONTACT NUMBERS
Hotel Information
Name
Address
Phone Number
Street Address
City, State, Zip
General Manager
Name
Home Phone
Cell Phone
Area Director
Name
Home Phone
Cell Phone
HP HOTELS Emergency Numbers
Phone 205-879-7004 or Fax 205-879-2680
Cell 205-281-0274 – Home 205-823-1492
Cell 205-965-5504
Cell 205-242-3702
Cell 205-281-2424 – Home 205-870-4780
Cell 205 356-8207
Mike Hines
Kerry Ranson
Joe Powers
Chiman Patel
Jeff Schneider
Local Emergency Numbers
ALL EMERGENCY
FIRE DEPARTMENT
POLICE DEPARTMENT
LOCAL HOSPITAL
LOCAL CLINIC
SUICIDE PREVENTION
ELECTRIC COMPANY
GAS COMPANY
WATER COMPANY
POISON CONTROL
ELEVATOR COMPANY
TELEPHONE - LOCAL
TELEPHONE / SWITCHBOARD
INTERNET
CABLE COMPANY
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Written and Customized for HP Hotels, Inc. June 2002
HP Hotels - Emergency Contact List
Name
Direct Phone
Line
Tel Ext
Cell Phone #
205-
Home phone #
Internet Info / Misc Info
kranson@hp-hotels.com
Kerry Ranson
President
205-879-7004
21
205-9655504
504-301-0689
Chiman Patel
Chairman
205-879-7004
22
205-2812424
205-480-4780
Joe Powers
VP Accounting
205-879-7004
12
205-2423702
jpowers@hp-hotel.com
Jeff Schneider
VP Operation
205-879-7004
13
205-3568207
jschneider@hp-hotels.com
www.info@hp-hotels.com
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Written and Customized for HP Hotels, Inc. June 2002
HP Hotels, Inc.
Incident Report
Hotel Name_____________________
Date of Incident:________________
Time of Incident: ______________________
Reported By: _________________________
Type of Incident
__
Trip and Fall
__
Bomb Threat
__
Death
__
Fire
__
Hurricane
__
Phone System Failure
__
Robbery
__
Tornado
__
__
__
__
__
__
__
__
911 Call from Hotel
Carbon Monoxide Event/Gas Leak
Drowning
Food Poisoning
Illness/Injury
Power Failure
Suicide
Other
Description of Incident _________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
If bodily Injury: (What medical aid was given by whom?), or If property damage, give value
and how damaged.
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
Action Taken:_________________________________________________________
_____________________________________________________________________
Manager on Duty _____________________________________________________________
Employees Involved/Witnesses / Name of Guest with address and phone number.
______________________________________________________________________
HP HOTELS Notified? _____ Were Police Summoned? ______ Fire Department Summoned?
______
Fire Medics Summoned? ______ Emergency Procedure Checklist Attached? ______
File in Incident Report File and Copy to HP HOTELS (205-879-2680) and Hotel Ins. Company if with J Smith Lanier
send report immediately to Cynthia Hale 770-622-7236 (fax)
To call reports in 770 814-4534 Attach Copy of Police Report
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Written and Customized for HP Hotels, Inc. June 2002
Threats and Action Plans
Bomb Threat – Description
Any threat of someone placing a bomb in the hotel is to be taken very seriously in this day of
terrorist activity and violence. Fortunately, the actual placing or detonation of bombs is extremely
rare, but bomb threats do occasionally occur.
In case of a bomb threat, the goals of the hotel are to:
1.
2.
3.
4.
5.
Determine as much information from caller as possible.
Notify police immediately.
Evacuate the hotel as quickly and smoothly as possible.
GM or MOD to accompany police to search building
Properly record the incident on an incident report
Bomb Threat – Action Plan
___
Determine as much information as possible from caller. Pick up clues such as voice,
background noise. Ask when device is set to go off and where it is located. Ask caller what
type of device it is. Ask why bomb is being placed. Write down details of call immediately.
___
DO NOT USE ANY TYPE OF WALKIE-TALKIE RADIOS as they may set off bomb.
___
Dial 911 and inform operator that there has been a bomb threat at the hotel
___
Contact MOD immediately.
___
Begin Evacuation of Guest Rooms:
__
Assign staff member at assembly area in front of hotel to receive guests, calm them
and meet police officers
__
Pull fire pull station to sound alarm
__
Keep one staff member on switchboard to answer incoming calls
__
Print In-House Guest Lists for staff members that will be calling
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Written and Customized for HP Hotels, Inc. June 2002
__
Call each room, saying: “This is the front desk, I am sorry to disturb you, but we have
received a bomb threat and we are evacuating the hotel. Please exit the building at the closest
end of the hallway to you and assemble in front of the building. (If the room is an accessible
room, ask the guest if they need assistance.)
__
Each caller to check off each room, noting whether guest was reached or not
__
Take blankets/coffee to Assembly Area. Aid/assist guests in any way possible.
___
Follow police instructions, including accompanying bomb squad on search.
___
No one to release information to media except for General Manager.
___
Notify HP HOTELS Officer.
___
Take special effort to be sensitive to guest needs after incident.
___
Complete incident report. File and fax to HP HOTELS.
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Written and Customized for HP Hotels, Inc. June 2002
Carbon Monoxide Poisoning Description
Occasionally, poorly vented equipment will cause carbon monoxide exhaust to concentrate in the
laundry or in hot water heater areas. This can cause sickness or even death to employees or guests.
Action Plan
Look for symptoms such as drowsiness, dizziness, headaches and nausea. If these occur, do the
following:
___
Shut off equipment in affected area.
___
Evacuate staff and nearby guests to fresh air.
___
Summon emergency medical help immediately.
___
Be sure equipment is repaired before restarting.
___
No one to release information to media except for General Manager.
___
Notify HP HOTELS Officer.
___
Take special effort to be sensitive to guest needs after incident.
___
Complete incident report. File and fax to HP HOTELS.
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Written and Customized for HP Hotels, Inc. June 2002
Gas Leak – Action Plan
If presence of gas is detected in hotel by smell, do the following:
___
Notify Gas Company immediately.
___
If leak appears to be coming from building, evacuate building immediately.
___
Run In-House Guest List and make copies.
___
Start calling each guest room, marking ones that answer and don’t answer.
___
Send someone to evacuate meeting rooms.
___
Select someone to go handle assembly area.
___
When evacuation is complete, or firefighters direct, Front Desk locks cash drawer and
evacuates.
___
No one to release information to media except for General Manager.
___
Notify HP HOTELS Officer.
___
Take special effort to be sensitive to guest needs after incident.
___
Complete incident report. File and fax to HP HOTELS.
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Written and Customized for HP Hotels, Inc. June 2002
Choking/Electrical Shock
Choking and electrical shock are very real threat in a hotel. It is imperative that the Hotel Staff be
prepared to immediately respond in case of these emergencies.
Choking/Electrical Shock – Action Plan
If a guest or employee exhibits signs that they are choking, do the following:
___
Perform Heimlich maneuver on guest. (Trained Employee)
___
Summon emergency medical assistance
___
Trained employee should perform CPR if necessary.
___
No one to release information to media except for General Manager.
___
Notify HP HOTELS Officer.
___
Take special effort to be sensitive to guest needs after incident.
___
Complete incident report. File and fax to HP HOTELS.
If a guest or employee is being shocked or electrocuted:
___
Shut off power to the affected area or knock the source of electricity away from the victim
with a wooden stick, broom or mop handle.
___
Be careful not to step into water that might be carrying the current, such as the swimming
pool.
___
Summon emergency medical help immediately.
___
Trained employee should perform CPR.
___
No one to release information to media except for General Manager.
___
Notify HP HOTELS Officer.
___
Take special effort to be sensitive to guest needs after incident.
___
Complete incident report. File and fax to HP HOTELS.
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Written and Customized for HP Hotels, Inc. June 2002
Drowning
Hotels that have swimming pools face the threat of accidental drowning. It is imperative that the
Hotel Staff knows what to do in case of a drowning incident in order to attempt to save the victim.
In case of a guest drowning, the goals of the hotel are to:
1.
2.
3.
4.
Attempt rescue
Summon emergency medical assistance
Administer CPR
Properly record the incident on an incident report
Drowning - Action Plan
___
Person discovering victim: Call Front Desk immediately on pool phone
___
Front Desk: dial 911
___
Front Desk: contact MOD
___
Rescuer: If victim is conscious:
___
__
Attempt to rescue using shepherd’s crook or life ring
__
Enter water if trained with proper assistance.
__
Once victim is moved to solid ground, assess condition, reassure them, get blanket,
comfort them
Rescuer: Unconscious victim
__
Turn victim face up and move to shallow end of pool quickly
__
Move to solid ground.
__
Check to see if breathing.
__
If not breathing, check for obstructed airway, begin CPR and continue until
paramedics arrive.
___
Follow up to check on guest condition.
__
No one to release information to media except for General Manager.
___
___
Notify HP HOTELS Officer.
Complete incident report. File and fax to HP HOTELS.
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Written and Customized for HP Hotels, Inc. June 2002
Bloodborne Pathogens
Blood or other bodily fluids may contain hepatitis or other harmful diseases. Direct
contact with eyes or skin must be avoided. Consult with General Manager or Head
housekeeper for proper handling procedures.
Action Plan
When encountering suspected bodily fluid, following precautions must be taken to avoid exposure to
Blood borne Pathogens.
___
Wear protective gloves (found in Housekeeping)
___
Wear protective gowns and goggles (found in Blood borne Pathogen Kit in Housekeeping)
___
Clean stained area with approved disinfectant.
___
Dispose of all soiled materials in thick trash bags.
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Written and Customized for HP Hotels, Inc. June 2002
Fire
Fire is a very real threat in a hotel and is one of the most deadly potential emergencies that can
occur. Fortunately, the hotel is protected by smoke detectors, but quick action by the Hotel Staff
will save lives and property in case of a fire.
In case of a fire, the goals of the hotel are to:
1.
2.
3.
4.
Summon fire department immediately
Evacuate guests as rapidly and smoothly as possible to an appointed assembly area
Secure vital information
Properly record the incident on an incident report
Action Plan - Departments
Person Discovering Fire
___
Notify Front Desk by Radio or Phone. Give exact location and extent.
___
Attempt to use fire extinguisher to put out fire if it is safe to do so and fire is small.
___
Knock on guest doors in the immediate area to alert them to evacuate.
___
Close any doors in the area to slow spread of fire.
Front Desk
___
Make sure fire alarm is still sounding. If not, pull the pull station at the Front Desk to sound
Alarm again. Allow it to continue sounding.
___
Call 911 again immediately. State there is a fire definitely in progress and location.
___
EVACUATE HOTEL: Run In-House Guest List and make copies.
___
Start calling each guest room, marking ones that answer and don’t answer.
___
Send someone to evacuate meeting room.
___
Select someone to go handle assembly area.
___
Have E-key and deadbolt/chain cutters for firefighters when they arrive.
___
When evacuation is complete, or firefighters direct, Front Desk locks cash drawer and
evacuates.
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Written and Customized for HP Hotels, Inc. June 2002
Assembly Area Coordinator
___
Pull time cards.
___
Take in-house guest list.
___
Go to assembly area and mark off employees and guests as they are accounted for.
___
Keep everyone calm.
Housekeepers/Laundry
___
Move carts from walkways.
___
Report to Front Desk to assist with Evacuation.
___
Shut down all laundry equipment.
Maintenance
___
Assist with evacuation.
___
Be prepared to shut off water to sprinkler system.
___
Reset fire panel.
General
___
No one to release information to media except for General Manager.
___
Notify HP HOTELS Officer.
___
Take special effort to be sensitive to guest needs after incident.
___
Complete incident report. File and fax to HP HOTELS.
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Written and Customized for HP Hotels, Inc. June 2002
Fire Action Plan - General
If notified about Room Smoke Detector sounding:
___
Talk to guest to see if there is smoke. If so, proceed to Actual Fire Procedures.
___
If guest cannot be contacted, dispatch someone to investigate.
___
Notify maintenance if smoke detector is inoperable and block room.
If Fire Alarm Siren Sounds:
___
Check fire panel to determine zone. Send someone to investigate source of alarm
immediately with radio.
___
Dial 911 immediately. Tell them you have a fire alarm and source from fire panel.
___
Check out source of alarm immediately. Dispatch someone, or go yourself if you are alone.
If you are the only staff member on duty at the hotel: Take cordless phone and in-house
guest list and go to investigate quickly.
___
Notify MOD as soon as possible.
Person investigating alarm:
___
Check for smoke or sign of fire. If you see or smell smoke, proceed to steps for Actual Fire.
___
Check fire alarm devices in area.
If no fire:
___
Reset pull box if one has been pulled.
___
Notify fire department.
___
Reset Fire Alarm Panel.
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Written and Customized for HP Hotels, Inc. June 2002
Food Poisoning
We strive to keep our continental breakfast bar and healthful and sanitary as possible. However, a
guest could become ill from tainted food. If a customer reports that they became ill with food
poisoning after eating our breakfast bar, we will take steps to investigate.
ACTION PLAN
1.
2.
3.
Contact Local Hospital
Contact your HP HOTELS Representative
Fill out First Report of Injury and fax to HP HOTELS and Ins. Co.
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Written and Customized for HP Hotels, Inc. June 2002
Severe Thunderstorm/Tornado
The primary tornado season is January – April, but tornadoes can occur in any month of the year.
The Hotel Staff must be aware during periods of severe weather for the threat of an approaching
tornado and be prepared to take immediate action to protect lives.
In case of a tornado, the goals of the hotel are to:
1
2
3
4
Have a reliable source for severe weather information
Act when a tornado warning is issued to move guests and employees to safe locations as
rapidly as possible
Properly record the incident on an incident report.
CPR/First Aid Training
The management staff of the hotel will be trained in CPR and First Aid. Periodic retraining will be
conducted to ensure staff readiness.
ACTION PLAN
When a SEVERE THUNDERSTORM WATCH is issued or strong storms are forecast:
___
Stow pool umbrellas.
When a TORNADO WATCH is issued:
___
Notify guests with letter under occupied room door that there is a risk of severe weather,
including possible tornadoes.
When a TORNADO WARNING is issued:
___
Call each guest room. Tell them there is a tornado warning until (time). Notify them again
that the safest place is in their guest room bathroom.
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Written and Customized for HP Hotels, Inc. June 2002
Hurricane/High Wind
South Coastal Alabama is prone to hurricanes during the summer and fall months. Fortunately, there
is plenty of advance warning about approaching hurricanes, which gives the hotel time to prepare.
Unfortunately, a tropical storm or hurricane can cause havoc with high winds, flooding from rains
and tidal surges and tornadoes.
In case of a hurricane, the goals of the hotel are to:
1.
2.
3.
4.
5.
Protect lives of employees and guests.
Stockpile supplies and equipment. You can never have enough supplies or equipment on
hand.
Protect building.
Protect furniture fixtures and equipment.
Provide comfort to guests for the duration of the incident.
Properly record all actions taken on an incident report
ACTION PLAN
START OF HURRICANE SEASON (JUNE 1)
___
Establish the Hurricane Action Team, to consist of GM, AGM, Director of Housekeeping
and Maintenance Director. Meet to ensure readiness. Go over entire Hurricane Emergency
Plan so that all team members know their roles.
____
Cover Hurricane Emergency Plan in each department’s training sessions so that all
employees understand their roles.
____
Following positions to be staffed during hurricane:
__
GM
__
AGM
__
Director of Housekeeping
__
Director of Maintenance
__
2 housekeepers
__
1 Laundry
__
3 Front Desk/Night Auditors
Volunteers should be solicited for line positions. Any employee who stays in hotel is
permitted to allow their family to stay with them, understanding that all children must be
under supervision.
___
Ensure that all Hurricane Action Team members are trained in CPR and First Aid.
___
GM and AGM are to constantly monitor conditions in the tropics.
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Written and Customized for HP Hotels, Inc. June 2002
___
Know history of storms that have affected the area in the past. Study damage caused by past
tropical storms and hurricanes. Check with Emergency Management or Civil Defense to
review maps to determine if hotel will be affected by flooding from storm surge or rainfall.
___
Complete supply of photocopied evacuation route maps for use if mandatory evacuation is
ordered, or if guests decide to voluntarily evacuate.
___
Make reservation with local rental company for an emergency generator for fire system,
refrigerators, coffee maker and laundry equipment.
___
Survey all first floor areas that could be affected by flooding. Decide what equipment,
furnishings and records will need to moved to higher floors if a significant hurricane
threatens. Decide where the items will be stored if necessary.
___
Designate emergency supply storage area in cool dry place.
___
Designate safe areas in hotel that guests will be evacuated to if conditions become especially
severe. Choose downwind side of building or in center rooms away from windows and
above expected water levels.
___
Designate which windows in lobby and office area that will be shuttered if Category 2 winds
(>95 mph) are anticipated.
___
Inventory plywood for shutters. ½ inch marine plywood works well. Pieces should be cut to
fit each window and marked. Holes should be pre-drilled every 18 inches for screws. ¼ inch
lead sleeve anchors (not plastic) should be hammered in the holes. Anchors should be at
least two inches long. Tapping screws at least two inches long will be used to bolt the
plywood in place.
___
Review cutoffs for water, gas and electricity. Make sure that all Hurricane Action Team
members are familiar with these cutoffs. You should not have to cut off natural gas. If you
do, do so at the cutoffs at the appliance.
___
Items to have on hand:
__
Jugs of water (enough for 1 gallon per room for two days)
__
6 Higher Quality Flashlights for staff
__
One inexpensive flashlight per room
__
Three sets of batteries for staff flashlights; one set for each guest flashlight and plenty
for portable radios and weather radio
__
Tape (masking and duct tape)
__
Sandbags
__
Heavy plastic for emergency repairs
__
Can of roofing tar
___
Trim back any dead branches from trees. Prune trees to allow air to flow through.
___
Contact agencies and companies that will be conducting official business in the area during
and after the hurricane.
___
Update letter that will be given to all guests on arrival about special hurricane policies. Write
script that Front Desk will use to alert guests making reservations about policies.
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Written and Customized for HP Hotels, Inc. June 2002
HURRICANE WATCH
Hurricane conditions possible within 24-36 hours.
___
Obtain generator from rental company. Ensure there is sufficient fuel to run generator for 3
days. Do not store fuel inside building.
___
Stay in constant contact with HP HOTELS Director of Operation to inform of situation.
___
Conduct a Hurricane Action Team meeting to bring everyone up to date and go over Action
Plan.
___
Conduct meeting of all employees. Tell them what to expect and review individual and
departmental roles in preparing for the hurricane.
___
Give employees regular progress reports on the hurricane and how it will impact the hotel.
___
Allow employees who will be staying during the storm to go home and make their personal
preparations.
___
Compile list of official shelters that will be used for guests if a mandatory evacuation is
ordered.
___
Verify good supply of photocopied evacuation route maps for use if mandatory evacuation is
ordered, or if guests decide to voluntarily evacuate.
___
Secure disaster business for hotel:
__
Contact insurance adjuster
__
Contact FEMA 404-562-8725
__
State Emergency Management
__
Television stations that will have crews in the area
__
Utility companies
___
Obtain and store additional items needed:
__
2 days supply of canned food products (Spam, Deviled Ham, Vienna Sausage,
Crackers, bread, Peanut butter, jelly, etc.)
__
Extra flashlight batteries
__
Fill all automobile gas tank to full, stations may not work when power is out.
__
Styrofoam plates, plastic flatware and trash bags.
__
Continental breakfast items for 3 day period for everyone in the hotel. Purchase
single service, non-perishable items as much as possible.
__
Nails, tools, , plastic, etc. for minor repairs after storm.
__
Several gallons of regular household bleach (no soap or additives) for water
purification after storm
__
Secure a supply of games and magazines to keep guests occupied during storm.
___
Try to limit trips, as roads will be busy.
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Written and Customized for HP Hotels, Inc. June 2002
___
Secure cellular phone with one spare battery for outside communication.
HOTELS Director of Operations of the number.
Notify HP
___
Have camera and film on hand to document any damage for insurance purposes.
___
Obtain sand for sandbagging entrances, etc.
___
Check and secure all external windows, doors and door locks to ensure they are in proper
working order, especially all rooftop doors.
___
Ready the plywood for shuttering windows when hurricane warning is issued if winds are
expected to exceed 115 mph.
___
Make sure there is sufficient cash on hand ($1000) to make purchases for the hotel.
___
Check fire extinguishers.
___
Check first aid kits.
___
Check weather radio and portable radio for batteries and proper operation.
___
Clean and check all roof drains and gutters.
___
Keep guests informed of the storm’s status so that they can prepare. Distribute memos to
them about progress of the storm and hotel preparation. Post notices in lobby also. Keep
lobby or breakfast area TV on Weather or News Channel for continuous updates.
___
Do not drain swimming pool. Add extra chlorine.
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Written and Customized for HP Hotels, Inc. June 2002
HURRICANE WARNING – ACTION PLAN
Hurricane Conditions expected within 24 hours.
___
Make decision on evacuation of the hotel after consultation with HP HOTELS Director of
Operation and Local Emergency Management Officials.
If Category 4 conditions in Houma or if Local Emergency Management Officials order hotel
to be evacuated, then the decision will be made to evacuate.
___
Stay in constant contact with HP HOTELS Director of Operation to inform of situation.
___
Follow instructions given by local officials.
___
Secure all loose outside items in storage (Pool furniture, trash cans, large plants, pots, etc.) to
prevent them blowing around in high winds. This should be done early as high winds will
precede the hurricane by several hours. Do not place pool furniture in pool if sand may be
pushed into pool, as it will make clearing pool later much more difficult.
___
Shut down electricity to pool equipment. Continue to add extra chlorine.
___
Sandbag any areas as needed to protect against expected flooding, especially the lobby.
___
Move first floor storage to second floor or higher if flooding is expected.
___
Recheck cellular phones. Recharge all cellular phone batteries.
___
Keep guests informed of the storm’s status so that they can prepare.
Continue to distribute memos to them about progress of the storm and hotel preparation.
Review safety options with the guests for height of storm:
 Guest bathrooms will be safest place, with door closed if on a floor high enough
above any possible flooding.
 Point out other safe areas that will be used during the storm, such as stairwells,
interior rooms, storage areas, etc.
 Designate a guest assembly area for entertainment during storm, with games,
magazines, television, etc.
 Inform guest to close drapes tightly to minimize chance of any glass flying into room.
 Move vehicles to best area to prevent damage from flooding.
 Inform guests that candles or other sources of open flame are not to be used.
___
Post notices in lobby also. Keep lobby or breakfast area TV on Weather or News Channel
for continuous updates.
___
Turn freezers and refrigerators to maximum cold and open doors only when absolutely
necessary.
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Written and Customized for HP Hotels, Inc. June 2002
___
Install plywood shutters on designated windows.
___
Close all drapes in the hotel.
___
Fill all bathtubs with water for use after storm if water is shut off (for bathing, flushing
toilets, etc.)
___
Avoid using elevators, as power disruptions are likely in advance of the storm.
___
Make sure generator is grounded. Connect heavy gauge wire between generator grounding
lug and an external ground source. Make your own if necessary by driving a length of
copper piping into the ground.
___
Operate generator away in a highly ventilated area, not inside building. Keep elevated off
ground with plywood. Let generator reach operating speed before electrical loads are
connected. Keep air intake and ventilating grills clear.
___
Do not refuel generator while it is running.
DURING STORM
___
Remain calm.
___
Serve refreshments, including coffee.
___
Give frequent updates on storm progress.
___
No candles or sources of open flame are to be used in the building.
___
Stay away from windows and doors, even if they are shuttered.
___
Keep doors and windows tightly shuttered during storm.
___
Be alert for tornadoes spawned by the hurricane’s circulation. If a tornado approaches:
 Go to an interior hallway or room
 Stay away from windows or glass
 Get under furniture or something sturdy
___
Be aware of the eye of the hurricane. If the eye passes over, there will be a period of calm
conditions. Do not go outside. The hurricane conditions will return rapidly and with almost
no notice from the opposite direction.
___
Stay in protected areas until all clear is given.
___
Use telephones only in case of emergency.
___
Turn off utilities if advised to do so by local officials or if leaks develop.
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Written and Customized for HP Hotels, Inc. June 2002
IF HOTEL IS EVACUATED OR SHUT DOWN TO GUESTS BEFORE STORM
This decision must be made in conjunction with local officials and discussed with HP HOTELS
Director of Operations prior to decision being made.
___
Stay in constant contact with HP HOTELS Director of Operation to inform of situation.
___
Place large sign in front window stating:
 Hotel closed due to hurricane
 All Money has been removed from building
 Emergency numbers to call (GM, HP HOTELS)
___
Communicate evacuation information to guests:
 Time they have to leave by
 Locations of nearby shelters, directions, acceptance of pets, etc.
___
Settle all guest accounts as they check out.
___
Conduct night audit as soon as last guest has checked out.
___
Make bank deposit with any cash left on property.
___
Move following items into storage areas that will be safe from flooding and away form
potential broken windows:
 Computer terminals
 Audit boxes
 Critical files
___
Do not clean rooms. Secure all drapes in rooms. Remove any food left in rooms. Make sure
all doors are locked.
___
Move all first floor furniture to higher floods if flooding is expected.
___
Make sure everything in hotel is unplugged.
___
GM removes important items:
 Any remaining cash
 direct billing information
 computer backup tapes
 credit card machines
 PMS CPU
 Employee Files
 Keys
___
Lock doors and take keys.
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Written and Customized for HP Hotels, Inc. June 2002
SEVERE WEATHER ALERT!
Date: ___________________________________
Time: __________________________________
Dear Special Guest:
We are glad to have you as our guest at the ___________________________.
monitor
We constantly
weather conditions across _______________________________-in case severe weather is possible.
The National
Weather Service has informed us that there is a risk of severe weather in the area between now
and _______________________.
Should a TORNADO WARNING be issued, the safest place is in your guest room bathroom.
Please do not drive during a tornado. Cars are among the unsafe places to be.
Please monitor television channels ____________ for local broadcast severe weather coverage.
Please note that we are in _________________.
If you have any questions, please don’t hesitate to call the front desk by dialing 0.
Thanks!
General Manager
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Written and Customized for HP Hotels, Inc. June 2002
Hotel Guest Hurricane Information
Dear Guest,
Thank you staying with us. The _____________________Hotel will remain
open unless local officials order a mandatory evacuation or Category 4
conditions are expected. Please be aware that we might be operating under very
adverse conditions and want to advise you of a few important points:
 Please be aware that electrical power may be interrupted, as the hotel does
not have full emergency power.
 Phone service may also be interrupted, so please bring a cellular phone if
possible.
 No open flame sources will be allowed, so please do not bring Coleman
stoves or lanterns or candles.
 We will provide 1 gallon of drinking water per room, 1 flashlight with 1 set
of batteries per room. As supplies last.
 There will be a cold continental breakfast each morning, hopefully with
coffee.
 Please be aware that pets will not be accepted under any situation. Please
board your animals or make other arrangements.
 Please be aware that housekeeping services will be limited during the
hurricane. We will make every attempt to provide you with fresh linen
during the storm.
Thank you for your patience during this weather event. Please contact the front
office if you have questions or special needs.
Sincerely,
General Manager
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Written and Customized for HP Hotels, Inc. June 2002
AFTER THE STORM
___
Hurricane Action Team to survey all guest rooms and public areas to evaluate when full
operations can begin again. Assess what equipment and repairs will be needed and get
underway.
___
Implement any security controls to limit access to property.
___
Document all storm damage with photographs. Contact insurance company for any claims
that need to be filed.
___
Re-install all equipment.
___
Move all items from safe storage.
___
Evaluate any employee assistance needs.
___
No candles or open flames.
___
Beware of downed power lines, weakened tree limbs or damaged structures that might fall.
___
Do not drive or walk in standing water.
___
Check utilities before turning them back on. Gas must be turned on by professionals. If
building has been flooded: do not turn electrical circuits back on until a qualified electrician
has checked them.
___
Check for sewer and water line damage. If you suspect sewer line damage, do not use toilets
until the damage has been checked.
___
Do not reset breakers or replace fuses if water is still present in the building. Wait until all
water has receded.
___
Do not stand in water when working with anything electrical. Wear dry clothes and rubber
soled shoes.
___
If any electrical appliances smell or trips breakers when re-installing, do not use.
___
If you smell gas, or hear a blowing or hissing sound, contact Gas Company immediately.
___
Do not use tap water unless you are sure that it is safe. If you are advised of a water
advisory, purify water before using. Boil water vigorously for three minutes. If there is no
means to boil water, add 8 drops of newly purchased household bleach per gallon of water,
then mix and allow standing for 30 minutes. You may also use water-purifying tablets.
___
Drive only if necessary.
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Written and Customized for HP Hotels, Inc. June 2002
___
Cover broken windows and torn roof coverings immediately.
___
Clean all roof drains and remove any debris from roof.
___
Beware of snakes, insects and animals that may be driven to higher ground by flooding.
___
Check food for freshness before using.
___
Cut fallen tree limbs and felled trees.
___
Use proper safety precautions if chain saws are to be used.
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Written and Customized for HP Hotels, Inc. June 2002
Injury/Illness
Medical emergencies can arise at any time. Guests and employees can suffer from heart attacks,
strokes, reactions to medication, food poisoning, falls and a myriad of other things. Rendering
assistance immediately can be critical to the eventual outcome of the emergency and the health of
the person.
In case of an injury/illness, the goals of the hotel are:
1.
2.
3.
Summon emergency medical assistance.
Administer first aid
Properly record the incident on an incident report
(Heart Attack, Stroke, Work Injury)
Action Plan
___
Contact MOD.
___
Assess medical situation.
___
Administer First Aid.
___
Call 911 if necessary if medical assistance is necessary.
___
Have someone direct paramedics to location.
___
Investigate incident and document all pertinent information. Record eyewitness statements.
___
If employee, complete workers compensation form and forward to insurance carrier within
24 hours.
___
No one to release information to media except for General Manager.
___
Notify HP HOTELS Officer.
___
Take special effort to be sensitive to guest needs after incident.
___
Complete incident report. File and fax to HP HOTELS.
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Written and Customized for HP Hotels, Inc. June 2002
Phone System Failure
The phone system is very vital to the operation of the hotel. For that reason, the hotel staff must be
very sensitive to any interruption in phone service and to take steps to minimize disruption in case
one occurs.
In case of a phone system failure, the goals of the hotel are to:
1.
2.
3.
4.
Check for minor problems that might be causing the failure
Notify phone service vendor immediately
Have cell phones and fax phones available for guest use
Properly record the incident on an incident report
Phone System Failure – Action Plan
___
Check for simple problem such as a loose cord.
___
Call Phone Vendor to report problem.
___
Arrange to use fax line as the incoming phone line. Give that number to guests. Take
messages if they receive calls and deliver to the room.
___
Use cell phones also for emergency guest calls.
___
Notify all guest rooms that phone system is not working.
___
Receive calls on the Lucent extension in phone room.
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Written and Customized for HP Hotels, Inc. June 2002
Power Failure
Interruption of power to the hotel is a very disruptive situation. Fortunately, most outages are of a
short duration. It is imperative that the Hotel Staff be prepared for actual power outages, in order to
minimize the inconvenience to the guests of the Hotel.
In case of a power failure, the goals of the hotel are to:
1.
2.
3.
4.
5.
6.
7.
Notify power company
Establish fire watch throughout hotel
Check emergency lighting
Distribute flashlights to staff members
Keep front desk functions running as smoothly as possible
Provide extra levels of comfort to the guests
Properly record the incident on an incident report
Power Failure - Action Plan
___
Contact GM or MOD.
___
Contact Power Company to report outage.
___
Distribute flashlights to all staff members.
___
Run down-time reports before Property Management System Power backup shuts down.
___
Check to ensure that emergency lights are working.
___
Use fail-safe keys for guests checking in.
___
Notify guests if power outage will be for an extended period. Make decision to evacuate
hotel if power will be out more than 24 hours. Contact HP HOTELS Official to make this
decision.
___
Set up fire patrols for duration of outage. Have staff members work in shifts, walking hotel
for an hour at a time.
___
Safeguard continental breakfast food against spoilage during outage.
___
Protect against theft during outage by making sure that all cash and deposits are secured.
___
Take special effort to be sensitive to guest needs after incident.
___
After power is restored, inspect hotel to look for damage.
32
Written and Customized for HP Hotels, Inc. June 2002
Suicide / Death
Unfortunately, suicide is a very part of our society today. One of the places that people choose to
commit suicide is often a hotel. For these reasons, the Hotel Staff must be cognizant of potential
suicide victims and react in case of an attempted suicide. In addition, natural deaths do occasionally
occur in hotels.
In case of a guest death or suicide, the goals of the hotel are to:
1.
2.
3.
4.
5.
6.
7.
Summon emergency medial assistance and police immediately
Administer first aid
Prevent possible injury to other guests or employees
Secure area
Secure personal effects of deceased
Properly record the incident on an incident report
Death – Action Plan
___
Upon notification, dial 911.
___
Contact MOD.
___
Secure area.
___
After police have released area, clean room using proper Bloodborne Pathogen procedures.
___
With witness present, secure guest belongings, taking complete inventory of items. Secure
for relatives to pick up.
___
Be especially sensitive to needs of family members who come to the hotel to pick up
belongings.
___
No one to release information to media except for General Manager.
___
Notify HP HOTELS Officer.
___
Complete incident report. File and fax to HP HOTELS and Insurance Company
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Written and Customized for HP Hotels, Inc. June 2002
Suicide – Action Plan
___
If person calls from room saying they are going to attempt suicide, GSA should connect them
immediately with Suicide Prevention. Try to see if they have a gun.
__
On switchboard, press START, dial number for suicide prevention
___
Immediately dial 911 and tell operator that we have guest attempting suicide. Tell operator if
caller had gun.
___
Contact MOD immediately.
___
Secure E-Key, bolt cutters and information on guest and have ready for police arrival.
___
Dispatch staff member to clear floor of staff members and post at elevator to prevent guests
from stepping off on floor and direct emergency personnel.
___
Secure area.
___
After police have released area, clean room using proper Blood borne Pathogen procedures.
___
With witness present, secure guest belongings, taking complete inventory of items. Secure
for relatives to pick up.
___
Be especially sensitive to needs of family members who come to the hotel to pick up
belongings.
___
No one to release information to media except for General Manager.
___
Notify HP HOTELS Officer.
___
Complete incident report. File and fax to HP HOTELS.
34
Written and Customized for HP Hotels, Inc. June 2002
CIVIL DISTURBANCES PROCEDURES
Internal Disturbance
(Non-Violent)
___
Notify emergency response team
___
If group is not violent, the team leader (or other person skilled in group interaction) should
contact the leader and attempt to find the reason for the disturbance.
____
Suggest a cessation of activity while attempts are made to resolve the situation privately.
____
If disturbance is directed toward an in-house individual or group contact the individual or group
spokesperson to find out additional information.
(Uncooperative or violent)
____
Contact police and provide them with as much information as possible.
____
Remove guests from the area if possible.
____
Remove cash or other valuables from the area, if possible.
_____ Attempt to isolate the disturbance from other areas of the hotel.
_____ Monitor group activity and record any actions taken against the hotel or its guests.
_____ Meet arriving police and be prepared to brief them about the situation.
External Disturbance
_____ Contact Emergency Team
_____ Call police and provide as much detail as possible.
_____ Secure building entrances wherever possible.
_____ Position individuals to safeguard the hotels vital equipment; communications, water supply,
electrical stations and other critical areas.
_____ Follow instructions of arriving police
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Written and Customized for HP Hotels, Inc. June 2002
Robbery – Action Plan
___
In case of a robbery do not panic.
___
Give the robber the money.
___
Do not try to hide money from them. Remember that your safety is more important than any
amount of money.
___
Once the robber has left, call the police immediately.
___
Give them as much information as you have and follow their instructions.
___
Then call the General Manager or Manager on Duty.
___
Call a representative of HP HOTELS.
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Written and Customized for HP Hotels, Inc. June 2002
Crisis Communication Policy / Media Policy
During emergencies, it is possible for the media to show up at your hotel and
inquire about he events that have taken place.
It is the policy of HP Hotels for all questions from the media to be directed to
the Hotel General Manager or the HP HOTELS Director of Operations.
During employee orientation the General Manager must convey this policy to
all employees.
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Written and Customized for HP Hotels, Inc. June 2002
HP HOTELS MANAGED PROPERTIES
EMERGENCY PROCEDURES
FINAL EXAM
Name ________________________________ Date _________________
1.
a.
b.
c.
d.
In case of a bomb threat, the building is searched by:
A team of employees from the hotel
The fire department
Smokey the Bear
The MOD and any designated employees
2.
a.
b.
c.
d.
e.
f.
Which events require Evacuation of the Hotel?
Actual Fire or Smoke
__ yes
__ no
Bomb Threat
__ yes
__ no
Gas Leak
__ yes
__ no
Tornado
__ yes
__ no
Hurricane
__ yes
__ no
Power Failure
__ yes
__ no
___
__depends
__depends
__depends
__depends
__depends
__depends
3.
Scenario:
You are walking by the pool and notice a child floating face down in the
water. What would you do?
______________________________________________________________________________
______________________________________________________________________________
4.
Scenario:
Guest was supposed to have checked out at 12 noon. There has been no
answer on the telephone in the room. The housekeeper enters the room to clean it, but gets no
response from the guest. What should she do?
a.
Let the guest sleep until 4:00 pm.
b.
Contact MOD and attempt to rouse guest with another employee.
c.
Call 911 immediately.
d.
Tickle the guest carefully.
5.
a.
b.
c.
d.
Who is permitted to give out information to the media after an incident:
Any employee
GM or HP HOTELS representative
Company lawyer
Tom Brokaw
6.
What is the hotel’s address?
_________________________________________________________________________
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Written and Customized for HP Hotels, Inc. June 2002
7.
a.
b.
c.
What is the first thing to do if a guest calls saying they are going to attempt suicide?
Try to keep them talking on the line and ask someone else to call 911.
Connect them to the suicide prevention line and call 911.
Tell them you are sending someone up right away.
d.
Tell them you are calling the police.
8.
When the fire alarm sounds, do we silence it while investigating the source?
Yes ___________
9.
a.
No __________
c.
d.
e.
f.
g.
h.
i.
j.
Which incidents require you to call 911 immediately?
Fire Alarm
Yes ____ No _____
Actutal Fire
Yes ____ No _____
Suicide
Yes ____ No _____
Power Failure
Yes ____ No _____
Death
Yes ____ No _____
Hurricane
Yes ____ No _____
Injury or Illness
Yes ____ No _____
Bomb Threat
Yes ____ No _____
Robbery
Yes ____ No _____
Drowning
Yes ____ No _____
10.
a.
b.
c.
d.
What is the safest place for guests during a tornado?
Their car
Ditch or ravine
Lobby
Guest Room Bathroom
b.
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Written and Customized for HP Hotels, Inc. June 2002
Insurance Reporting Procedures:
By reading this Emergency Manual, you have learned the proper procedures to handle any
emergency that can happen at your hotel. Once the incident(s) has been handled, it is now time to
contact your hotel’s insurance company. Proper insurance forms must be filled out completely and
faxed to the appropriate insurance agent and HP HOTELS, within 24 hours of the incident.
This section includes HP HOTELS Incident Report forms, however your insurance agent will
require their own reports to be used. It is the responsibility of the General Manager to call and
request a proper First Report of Injury from the hotel’s insurance company.
Insurance Reporting Information: (to be filled in by GM)
Insurance Company Name
Contact Name
Phone Number
Fax Number
Address, City, State
First Report of Injury from requested?
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Written and Customized for HP Hotels, Inc. June 2002
Hotel Sprinklers:
Most hotels have a sprinkler system in the guest rooms and common areas. Things to remember
regarding sprinkler systems:
A. An authorized company must inspect them at least once per year. Keep the
inspection on file.
B.
For any reason, if your sprinkler system is down or temporarily out of order, you
must contact your hotel’s insurance company and notify them that your system is out
of order and how long it will remain out of order.
Failure to notify your insurance company will result in loss of
coverage!
Insurance Company Inspections:
Insurance companies sometimes perform “loss control” inspection visits from time to time and
they issue their recommendations (fire extinguishers, lighting). If there is a claim because one of
these recommendations were not followed through, then there is no defense to a claim, and loss
of coverage may result. or surfaces, etc.) It is very important that these recommendations be
corrected immediately
Incident Report Forms:
Immediately after injury or property damage has occurred, an incident report form or your
Insurance Companies “First Report of Injury” must be filled out completely and faxed to both
HP HOTELS and the insurance company.
41
Written and Customized for HP Hotels, Inc. June 2002
Water Shut – Off Procedures
There will be occasions when you will have to shut off the water in you hotel.
Each hotel will have property specific shut off valves. Most hotels have a main
valve outside the hotel. Another main valve may be found entering the building.
Other valves can be located throughout the building. If you can obtain a copy of
the hotel blueprints, then you can have accurate records of all water valves.
In the next few pages, paste Polaroid pictures of all valves at your hotel with
written explanations on procedures to turn valves off. Some valves require a
wrench or special tool.
42
Written and Customized for HP Hotels, Inc. June 2002
MAIN WATER VALVE – OUTSIDE
Picture One
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
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Written and Customized for HP Hotels, Inc. June 2002
WATER VALVE – AT BUILDING
Picture TWO
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
44
Written and Customized for HP Hotels, Inc. June 2002
Other Valve - _________________________
Picture Four
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
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Written and Customized for HP Hotels, Inc. June 2002
Water Valve – Other: ________________
Picture Five
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
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Written and Customized for HP Hotels, Inc. June 2002
Water Valve – Other: ________________
Picture Six
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
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Written and Customized for HP Hotels, Inc. June 2002
Water Valve – Other: ________________
Picture Seven
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
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Written and Customized for HP Hotels, Inc. June 2002
Water Valve – Other: ________________
Picture Eight
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
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Written and Customized for HP Hotels, Inc. June 2002
Water Valve – Other: ________________
Picture Nine
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
50
Written and Customized for HP Hotels, Inc. June 2002
Water Valve – Other: ________________
Picture Ten
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
____________________________________________
______________________________
51
Written and Customized for HP Hotels, Inc. June 2002
Gas Shut off Valve
52
Written and Customized for HP Hotels, Inc. June 2002