Pearson New International Edition International pcl tp indd 1

FRONT OFFICE : HUB OF THE HOTEL
individual then determines whether local law enforcement or emergency service
authorities should be contacted.
The person who phones in a bomb threat may unknowingly provide information
that can assist authorities in their subsequent investigation of the call and in their
search for the caller. The staff member taking the call can help by remaining calm and
by asking the caller questions such as these: When will the bomb explode? Where is
the bomb located? What kind of bomb is it? Where are you calling from? What is the
reason for the bomb threat? Listening for unique background noises may help deter-
mine where the call was made; for example, is there traffic noise, music, or the sound
of machinery? The caller’s gender, approximate age, race, voice, accent, or attempt to
disguise the voice might be noted. All possible details about the call should be recorded
to begin tracking the activities undertaken during the response to the threat.
When there is a bomb threat, the front office should contact all department heads
immediately. They should then tell all employees to report to a predetermined location
and remain available until they are released by a manager. One employee should be
assigned to guide police when they arrive and, if the situation dictates, other staff mem-
bers should keep stairwells, public restrooms, and other public areas under surveillance
for unauthorized persons. Staff should not touch, handle, or move any suspicious
objects.
Bombs may be hidden in restrooms, large ashtrays, cabinets, equipment rooms, elec-
trical panels, water fountains, and air ducts. If a suspicious package or bomb is found, it
should not be moved, touched, or disturbed, and the area should be evacuated. Block off
a 300-foot area in all directions and make sure that all doors and windows are open.
Assign a staff member to meet the bomb squad outside the building to lead them to the
location. Front office employees and their peers throughout the hotel will need to follow
instructions provided by law enforcement officials to help ensure their safety.