Pearson New International Edition International pcl tp indd 1

FRONT OFFICE : HUB OF THE HOTEL
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FRONT OFFICE : HUB OF THE HOTEL
Front desk personnel may receive calls from guestrooms about health emergen-
cies. The telephone systems in many hotels route emergency (911) calls to the front
desk. In potentially life-threatening situations, front desk personnel must quickly and
carefully follow the hotel’s procedures for alerting the 911 operator, designated physi-
cian, or other emergency service provider. Guests may call the front desk directly to
request emergency assistance, and front desk agents must respond appropriately.
They should never fail to comply with a guest’s request even if, for example, the guest
appears irrational or has made similar calls that day or during the visit. A growing
number of hotels require that every security staff member be trained in cardiopul-
monary resuscitation (CPR), first aid, and the use of an on-site defibrillator.