CHAPTER OBJECTIVES

1. To stress the importance of keeping hotel guests and employees safe.

2. To identify a variety of internal and external resources available to help hoteliers meet their safety and security goals

3. To describe the safety threats that are unique to the hotel industry

4. To stress the importance of property security5. Know different measures in emergency

situations that occur in the hospitality industry.

The Importance of Safety

Safety: protection of an individual’s physical well-being and health.

Security: protection of an individual or business’ property or assets.

DUTY OF CARE

Employers have a duty of care to provide a place of work that is safe and without risk to health.

The hotel can be held legally responsible for the results of injury to guests and employees if it does not exercise reasonable care

Legal Liability

Reasonable Care: a legal concept identifying the amount of care a reasonably prudent person would exercise in a specific situation.

Damages: the actual amount of losses or costs incurred due to the wrongful act of a liable party.

Legal Liability

Compensatory Damages: a monetary amount intended to compensate injured parties for actual losses or damage they have incurred.

Punitive Damages: a monetary amount assessed to punish liable parties and to serve as an example to the liable party as well as to others not to commit the wrongful act in the future.

Hotel Responsibilities for Guest Safety

To demonstrate reasonable care, a hotel must address:1. The hotel’s facility2. The hotel’s staff3. Policies and procedures implemented by the hotel

http://www.albertahotelsafety.com

HOTEL FACILITIES

The management and staff of the hotel should develop and maintain an active threat analysis.

Threat Analysis- a systematic procedure designed to identify and eliminate identifiable safety risks.

It is an organized procedure by which a hotel facility is assessed for possible hazards

Facility

Steps in demonstrating commitment to reasonable care/guest safety:

– Identifying and removing threats to safety

– Informing guests about existing safety threats

– Prohibiting behavior that creates safety threats

SOURCES OF GUEST INJURIES IN THE HOTEL

Bathrooms - tubs and showers Guestroom - unstable object, rough

edges, defective furniture

Public and internal areas – defective carpeting and flooring

defective lighting broken glass elevators obstacles in passageways

SOURCES OF GUEST INJURIES IN THE HOTEL

Public and external areas- defective lighting

-cracks in sidewalk

-trash on walking surface

HOTEL FACILITIES

Example of possible hazards Swimming pool without lifeguards

Signage can be developed to communicate the risk and must be placed in highly visible place

Possible wording alternatives: Swim at your own risk No lifeguard on duty Adult swimmers only Children must be supervised by an adult No running or diving

Additional steps that can be taken in a threat analysis program are to prohibit behavior by guests and others that could be a threat to safety.

Ex. Glass bottles or drinking glass in a pool area.

Staff Training

OSHA: the Occupational Safety and Health Administration—responsible for developing and enforcing regulations to help assure safe and healthful working conditions.

www.osha.gov

OSHA – OCCUPATIONAL SAFETY AND HEALTH ADMINISTRATION

Guest safety is important, but the safety of employees when they work is equally important.

OSHA is a federal agency established in 1970 that is responsible for developing and enforcing regulations related to assuring safe and healthful working conditions.

The purpose of OSHA is to help assure safe and healthful working conditions.

It is also very aggressive in enforcing the rights of workers.

OSHA – OCCUPATIONAL SAFETY AND HEALTH ADMINISTRATION

Hotels are required to comply with the extensive safety practices, equipment specifications, and employee communication procedures mandated by OSHA.

OSHA requirements call upon employers to: Provide a safe workplace for employees by

complying with OSHA safety and health standards.

Provide workers only with tools and equipment to do their jobs that meet OSHA specifications for health and safety.

OSHA – OCCUPATIONAL SAFETY AND HEALTH ADMINISTRATION

Establish training programs for employees who operate dangerous equipment.

Report to OSHA within 8 hours any work site accident that results in fatality or requires the hospitalization of five or more employees..

Provide all employees an access to the Material Safety Data Sheets (MSDS) that provide information about the dangerous chemicals they may be handling during work.

MATERIAL SAFETY DATA SHEET (MSDS)

A written statement describing the potential hazards of, and best ways to handle a chemical or toxic substance.

An MSDS is provided by the manufacturer of the chemical or toxic substance to the buyer of the product and must be posted and/or made available in a place where it is easily accessible to those who will actually use the product.

Policies and Procedures

Will vary by operation based upon:– Hotel size– Location– Layout– Guest amenities offered

Standardized, written policies are still important to ensure employee/guest safety.

Incident Report

Incident Report a document prepared to record

the details of an accident, injury, or disturbance and the hotel’s response to it.

www.hospitalitylawyer.com

Special Safety-Related Threats

Swimming Pools Spas Exercise Facilities Parking Areas

SWIMMING POOL SAFETY

Post the pool’s operational hours and open the pool only during those hours.

Clearly mark the depths of pools accurately and in both metric measure and in feet/inches.

Make sure that the pool is properly illuminated Install self-locking door to prevent unauthorized

access to the pool area Have appropriate life saving equipment on hand

and easily accessible, as well as atleast one CPR (cardiopulmonary resuscitation) certified employee on duty at all times or as long as the pool is open.

SWIMMING POOL SAFETY

Allow pool use by registered guests Post all pool policy and information

signs in the language of guests. Provide an emergency telephone in

the pool area that rings directly to the front office

Carefully document all pool activities related to pool maintenance

SPAS Inspect and document the inspection of spa drain covers

on a daily basis. Post all spa policy signs in the language(s) of guests. Install a thermometer and check the spa temperature

frequently; recording your readings. A range not to exceed 102-105 degrees Fahrenheit (38.9-40.6 degrees Celsius) is recommended.

Display spa temperatures in a manner that is easily readable by guests.

Do not allow the consumption of alcohol while using the spa.

Install non-slip flooring surfaces around the spa and provide stairs/ladders for entry and exit.

Prohibit spa use by children and non-guests. Provide an emergency telephone in the spa area that rings

directly either to the front desk or to 911 depending on the preference of the hotel’s insurer.

Carefully document all activities related to spa maintenance, local ordinance compliance, and operating policy enforcement

Exercise Facilities

Signs act as a constant reminder of the dangers inherent to exercise facilities. In general, signs can be classified into four types: Policy Signs – Signs stating rules and regulations

involving the use of the facility. Warning Signs – Signs stating specific risks in an

area of the facility or with a particular piece of equipment.

Directional Signs – Signs indicating entrances, exits, fire evacuation plans, and other safety information.

Emergency Signs – Signs indicating where various emergency items are stations, such as fire extinguishers, first aid kits, and telephones.

Parking Areas

Inspect parking lot lighting on a daily basis. Arrange for replacement of burned out lights immediately.

Inspect parking lot surfaces daily and arrange for pavement patches immediately if they threaten guest safety.

Ensure that parking lot stripes and directional signs are easily seen to avoid pedestrian/vehicle accidents.

Post easily readable signs in the parking lot reminding guests not to leave valuables in their vehicles.

If valet parking is provided, document the training of all drivers employed.

Require guests to identify their vehicles by license number or make/color upon check-in.

Keep landscaping around parking lots well trimmed to avoid dangerous areas that may provide hiding places for individuals who could threaten guest safety or property security.

If possible, arrange for regular and frequent parking lot drive-through patrols by local law enforcement officials.

Arrange for daily daytime and nighttime walk-through patrols by hotel staff.

Use a manager’s daily log to document parking lot maintenance procedures.

RISK MANAGEMENT

RISK MANAGEMENT

Regardless of location, potential emergencies include:

Fires Bomb threats Robberies Explosions Power Blackouts

Depending on location, other emergencies could include:

Earthquakes Hurricanes Floods Tornados

Risk Management

The process ofanalyzing exposure to risk and determining how to best handle such exposure.

 

Process of Risk Management

Identification The process of managing risk is to identify potential risks. Risks are about events that, when triggered, cause problems. Hence, risk identification can start with the source of problems, or with the problem itself.

Assessment :Once risks have been identified, they must then be assessed as to their potential severity of impact (generally a negative impact, such as damage or loss) and to the probability of occurrence.

Control the process used to identify all practicable measures for eliminating or reducing the likelihood of injury, illness or disease in the workplace, to implement the measures and to continually review the measures in order to ensure their effectiveness.

ARMED HOLD-UP SURVIVAL RULES

Steps during armed hold-up1. Stand still-do not make any sudden moves2. Obey the robber’s instruction-do exactly

what you are told.3. Remain calm and quiet-speak only when

spoken to. Avoid shouting or provoking the robbers.

4. Observe, if you can, safely- make a mental note on the robber’s appearance.

5. Stay out of the danger area-do not try to outsmart them.

ARMED HOLD-UP SURVIVAL RULES

6. Stay where you are, do not chase-leave it to the police, observe the direction of departure

7. Call the police- when it is safe, call the police.

8. Seal off the hold-up area- evidence must not be touched.

9. Ask witness to remain-the person in-charge should ask all witness to stay until the police arrive.

EMERGENCY PLANS

A document describing a hotel’s pre-determined, intended response to a safety/security threat it may encounter.

An emergency plan must be a written document. It is important because it must identify what management or employees should do in case of crisis.

COMPONENTS OF AN EMERGENCY PLAN

Identify types of disasters that may occur, including natural disasters (hurricane, tornado, floods)

Provide a layout of the current hotel floor plan.

Identify who should be notified for each emergencies, and what method will be used.

Establish specific duties and responsibilities of key individuals.

COMPONENTS OF AN EMERGENCY PLAN

Establish emergency shut down procedures for designated parts of the building.

Develops evacuation routes, including directional signs both in the hotel and the emergency shelters, and from exterior areas of the building to safe areas.

Identify locations of secure shelters based on the type of emergency.

Prepare a systematic floor evacuation plan for high-rise building.

Secure participation by and cooperation with mutual aid organization.

Hotel Emergency Procedures

All hotels are required by law to provide their guests with a list of specific emergency procedures. Because one of the most common emergency situation in a hotel is a fire, emergency procedures typically include:

a detailed map of the floor and an outline of the route to the closest exit. Emergency preparedness also includes a list of what to do once you've evacuated the hotel as well as what to do in the

event that you're prevented from evacuating.

Evacuation Hotels often post a room-specific evacuation map at the back of the

door to each room. The nearest exit is marked, as are all other exits on the floor in case the closest one is blocked.

Hotels that don't put individualized maps in each room are required by law to provide general floor plan maps.

Front desk staff may highlight the nearest stairwells and exits to a guestroom on a paper copy.

Emergency evacuation procedures begin by moving to exit when an alarm sounds, even if you suspect it's a drill.

Before opening the door, you should feel it for heat and look for smoke coming underneath the door.

Barring any smoke or flames, hotel procedures dictate that you should exit via the safest, shortest route possible. If there's heavy smoke, you should stay low to the ground.

Never use elevators during an emergency evacuation; they may become stuck . Also, the fire brigade may need to use the elevators to assist people.

Trapped During Fire

Emergency procedures for becoming trapped in an area or room inside a hotel begin by first closing as many doors as possible between you and the fire and then sealing the area by placing water-soaked towels and sheets over all vents and door cracks.

Use the phone, if it works, to call 9-1-1 and report the fire and your location in the building. Hanging a sheet or a noticeable item of clothing from the window signals your location, whether or not you're able to use the phone to call for help.

Breaking windows or opening them more than a few inches can invite flames and smoke from other openings inside. Fresher air is always near the floor, so protocol dictates that you stay low.

In addition, placing a wet cloth over your mouth and nose helps you breathe better in a smoky environment.

FIRE ALARM•Should an alarm occur, hotel associates will conduct a rapid investigation of the alarm’s cause. Please remain calm and listen for instructions over the public address system. Trained hotel staff will advise all guests of the nature of the alarm and any actions that needs to be taken. 

•In the rare event that a hotel evacuation is requested; follow the evacuation map that is located at the back of your guest room door. Take your guest key and leave the room. Do not use the elevators. Walk to the closest stairway and leave the hotel. 

•If you are in a function room or food and beverage outlet, proceed directly to the nearest Emergency Exit and exit the building.                

EarthquakeDuck, Cover & Hold -

• o        Duck under a sturdy desk or table

• o        Cover your head and as much of your body as you can

• o        Hold onto the table; if it moves, remember to move with it,

keeping yourself covered as you go.

•Do Not Run Outside. Falling objects from the building can cause injury.

•Instructions will be made over the hotel’s Public Address System advising all guests and hotel associates of situation and any response needed. 

Things to remember during accident investigation

Let the injured party tell the story Take the injured party back to the scene

of the accident Determine what the injured party was

doing just before and at the time of the accident

Although verbal reenactment of the accident can be valuable, never allow anyone to repeat an unsafe act physically

Avoid placing or accepting blame

General Safety Information Never tell a stranger your room number. When checking into your room, take time to study the evacuation map at the back of the guest room door and note the location of the nearest emergency stairwell. Do not admit unexpected visitors into your room without first making identification. A view portal is provided in your door. If there are any doubts about the person’s true identity, please contact security. Guard your room key or access card. Don't set the key or card down in a visible location when you're at a hotel pool or a dining room. Do not leave your room door open when carrying baggage into or out of the room or when using vending machines. Do not leave valuables unattended in common areas of the hotel. If you must leave valuable items in your room, use the guest room safe. Don't hesitate to ask a hotel employee to accompany you to your room.