How to handle emergency situations that one comes across at Front Desk in hotels

1. HANDLING EMERGENCY
SITUATIONS

2. EMERGENCY SITUATIONS
1. TERRORIST ACTIVITIES & BOMB
THREATS
2. ROBBERY AND THEFT
3. DRUNKEN GUEST
4. DEATH OF GUEST

3. TERRORIST ACTIVITIES AND BOMB
THREAT:
 Do not interrupt the caller
 Jot down caller’s exact words
 Try to find out everything related to call
 Write everything as soon as the call is disconnected
 Inform the competent authority immediately
 Do not spread the rumor
 Do not try to defuse the bomb if located.

4. ROBBERY AND THEFT:
 Comply with robber’s demand
 Remain quiet
 Cashier may switch on the secret alarm
 Observe the robbers carefully
 Note the direction of escape
 Do not touch any object that might have been
touched by the robbers
 Gather details and record in a crime report form

5. DRUNKEN GUESTS:
 Act politely
 Never argue
 Talk softly and lead away from public area
 Last option is to inform hotel security

6. DEATH OF GUEST
 The lobby manager and security should immediately be
informed
 The FOM or Resident Manager and the GM must be
informed. The hotel doctor would be required to confirm the
death.
 The room sealed to prevent entry of unauthorized personnel.
 The hotel will inform his relatives, etc. a death certificate
should be taken from the doctor.
 The police will need to be called for further investigations.
 When allowed by the police, the body will be removed.
 The body is removed through the service elevator and back-
of-the- house.
 An incident report should be prepared covering the details of
the occurrence of death- time, room number, steps taken,
etc.
 In case there is luggage and other belongings of the guest,
these should be collected, a list prepared and the items
placed in the luggage room.

7. UNIVERSAL RULES IN
HANDLING: