Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Defibrillator:
Machine used to deliver an electrical shock to the heart in case of cardiac arrest (i.e., a
heart attack) in efforts to reestablish a normal heartbeat.
THE FRONT OFFICE AND MEDICAL EMERGENCIES
If you are a member of the front office staff and you are notified about a medical emer-
gency, obtain the following information:
•
Person’s name
•
Person’s location
•
Nature of the emergency
Notify the proper emergency responder identified on the property’s list of emer-
gency phone numbers and provide the following information:
•
Hotel’s name
•
Address
•
Nearest cross street
•
Nature of the emergency
•
Person’s general condition and location
•
Hotel entrance nearest the site of the person’s location (if not the main entrance)
•
Hotel’s call-back number
Do not hang up until the responder’s operator hangs up.
Then perform other activities:
•
Alert security personnel so that they can secure the largest elevator in the lobby or
other area for use by emergency personnel.
•
Assign someone to go to the person’s floor to assist.
•
Assign someone to meet emergency personnel at the appropriate hotel entrance, to
give them all relevant information, and to escort them to the person’s location.
•
Do not release information about medical emergencies to anyone other than man-
agement and emergency personnel.
•
Cooperate fully with emergency personnel. Do not offer further help when asked to
remain out of the way.
•
In the event of a death, secure the area around the body until police arrive. Do not
allow others in the area. Seek assistance from other employees, if necessary.
Never refuse to phone for emergency help for anyone who requests it. Call emer-
gency personnel even if the person requesting emergency attention does not seem like
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