Pearson New International Edition International pcl tp indd 1

EVERY PROPERTY NEEDS A CRISIS PLAN
Every hotel’s highest priority during a fire, bomb threat, natural disaster, or other emer-
gency is to protect the safety of the guests and staff. A second priority is to protect the
hotel’s assets and its reputation. The key to managing a crisis is preparation.
All hotels need to consider the types of crises that can occur and develop plans and
train staff to address them. Plans should include step-by-step procedures to follow in an
emergency, including phone calls to fire and police agencies and details about when and
how to evacuate the property. Keeping the hotel premises safe is an important first step,
and this can help in defending the property against allegations of negligence if a disas-
ter occurs. The alarm and emergency communications systems should be tested regu-
larly so that, if an emergency occurs, it will be possible to alert guests, inform employees,
and quickly contact emergency personnel.
The crisis plan must be kept current. Evacuation guides posted on the back of 
guestroom doors do not constitute an emergency plan. Plans should ensure that guests
receive adequate warning about emergencies, including effective directions for evacuation.
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Managers should provide ongoing training and conduct drills to ensure that all staff
members know what to do if there is an emergency.
If a disaster occurs, guests need to be warned immediately. It may not be possible to
physically accompany all guests out of the building. However, hoteliers have a profes-
sional and legal liability to ensure that there are no blocked exits or inadequate lighting
that can hinder evacuation.
Front desk personnel must know how to address the specific or unique concerns of
hotel guests. They must be aware of guests who have physical disabilities or who are
sight- or hearing-impaired. Also, issues concerning guests who do not understand English
or other predominant languages of hotel staff members must be addressed.
Security and safety involves every hotel employee; therefore, training and educa-
tion must begin at the time of new employee orientation. Newly recruited front office
employees and their peers should learn details about the property’s safety and pre-
vention procedures. The information presented to them should include what to do in
the case of fire, storms, power outages, or other emergencies and how to report
injuries, intoxicated persons, and individuals who look suspicious. Front office staff
may participate in security and safety audits such as regular inspection of the locking
systems of guestroom doors. They may have suggestions about ways to update safety
and security procedures, and they can evaluate security training that is provided.
Security personnel typically make security rounds that require them to regularly
walk through specific areas of the hotel such as public spaces, hallways, parking lots,
and back-of-house areas. The lobby and front desk areas are a primary focal point of
these routine inspections. Front desk agents can normally be in immediate contact
with security staff by telephone or by wireless communication; however, face-to-face
conversations between security and front desk personnel are important.