Emergency Protocol for Lodging Property

The way an emergency is handled at the beginning ______the situation. Employees must know how to handle emergencies ______to effectively ______customers, ______people to safety, avoid further injuries, ______, and control property damage. Also owners and managers are responsible for making sure their property employees comply with local government codes and federal safety regulations at all times.

A hotel guest calls front desk distressed about a man in her room. She sounds a little weird. This is how the Marriott staff handled the situation.

  1. AYS (At Your Service) receives the call from a ______
  2. ______(Manager on Duty) and ______(Loss Prevention) officer go to the guest room, ______, ______themselves and ______the guest’s room.
  3. Situation is assessed and action determined
  • In this case Randy (LP) asked guest, who was incoherent, if he could check through her handbag and his wallet for identification.
  • She agreed and all he was able to locate was a small calendar in her purse with phone numbers in it.
  • Immediately the area is secured, nothing is touched in the room that could affect investigation by authorities.
  1. Police was contacted along with ______(Adult Protective Services). It could be that ______(Child Protective Services) would have been called.
  2. Emergency responders were greeted by the Bellman and directed to the guest room. Front Desk Hosts continue to operate keeping the disruption to a minimum so as not to alarm or disturb other guests.
  3. At this point ______during the ensuing investigation.
  4. The ______was called in to remove the body. An investigation must be conducted by local law enforcement to insure there was no foul play involved in the death.
  5. A Marriott employee must stay with the guest to insure she does not harm herself or damage or tamper with the room and surroundings. Her needs are to be taken care of while she is here waiting to go home.
  6. MOD then writes a report for the ______to know what is going on in-house. Security writes a report in the ______.
  7. A relative has arrived to take care of the guest and their travels home.

Expression of Hospitality-during a situation or time like this it is necessary for management and staff so ______and ______. It is after all the Hospitality Business. Hospitality is showing ______to all.

There is a ______evacuations, fires, etc. but not a death of a guest. In this situation employees follow the lead of the local law enforcement officials. MGS (Marriott Global Source), is a digital employee handbook with set protocol that can be printed for future use.

Emergency Preparedness is the responsibility of the Security team of a property. The hotel must be prepared to handle a wide variety of sensitive and potentially dangerous situations. The best method for being prepared is to build ______. This plan is created by employees, managers from every department.

The Preparedness Cycle has 5 steps

  • Plan
  • Organize and Equip
  • Train
  • Exercise
  • Evaluate and Improve

Department responses to the incident

Executive Office – ______and care for Hosts that were ______

Housekeeping – an ______would be called upon

Front Desk – ______and work with law enforcement

Engineering – necessary ______and ______

Loss Prevention – complete a______for property and Corporate, and ______officials

Possible Emergencies include but are not limited to:

  • ______- both within the property and/or the surrounding environment of the property
  • ______
  • ______
  • ______(Earthquake, Tsunami, Volcanic activity)
  • Threat of Violence – ______, ______
  • Anti-Terrorism
  • Bomb Threats
  • ______
  • Meth Labs
  • ______

2008 Mumbai, India – Taj Hotel was the scene of a brutal terrorist attack leaving 167 guests injured and/or dead.

1