Pearson New International Edition International pcl tp indd 1

FRONT OFFICE : HUB OF THE HOTEL
Power Outages
Front office personnel will likely learn about a power outage at the same time as their
peers. However, they will need to help protect guests and other employees during the
emergency. They may be stationed at the first-floor location of elevators to remind
guests that stairways must be used; they may suggest that guests delay visits to their
guestrooms, if possible. Front office staff can assist security personnel in ensuring that
emergency lighting is operative. If it is not (e.g., on a specific floor), procedures may
require that guests in affected rooms be called and given directions to stairwells if
they choose to leave the building.
Earthquakes
The first step in preparing for the possibility of an earthquake is to assess the front
desk work area. For example, if the workstation is near window or glass partitions,
determine where front desk personnel can take cover to avoid being injured by flying
glass. If the work area is near temporary walls or partitions, make sure they are
securely anchored. If there are materials stored on top of cabinets or shelves, consider
moving or securing these items.
There is little or no warning about an earthquake, so there will be no time to alert
guests about the emergency. Several actions may be helpful to all persons, including
front desk employees and guests in their rooms or throughout the property:
•
Remain calm: Do not panic or attempt to go outside; protect yourself.
•
Act quickly: Move away from windows, temporary walls or partitions, and free-
standing objects such as cabinets or shelves.
•
Duck: Stoop or drop down to the floor.
•
Cover: Take cover under a sturdy desk, table, or other furniture. If this is not
possible, seek cover against an interior wall and protect your head and neck
with your arms.
•
Hold: If you take cover under a sturdy piece of furniture, hold on to it and be
prepared to move with it.
•
Stay put: Remain in position until the ground or building stops shaking, and it is
safe to move. Stay inside; do not attempt to leave the building during the shaking.
If there appears to be damage after the earthquake such as fallen objects, broken
glass, or fallen ceiling tiles, the FOM and other managers should inspect their areas
for potentially dangerous situations. They should also plan for aftershocks. It is the
responsibility of the ranking manager on-site to provide further instructions based
on procedures in the property’s earthquake emergency plans. Telephone lines, if
operative, must remain clear for emergency communications. If possible, employees
need to check all telephones to make sure the receivers have not been shaken off.
Managers should form emergency response teams with no less than two persons
per team to check all floors for damage and injuries. Each team needs at least one
radio, one fire extinguisher, and one flashlight per person. Team members should
provide first aid (or find someone who can do so) to any injured persons. The injured
should not be moved unless absolutely necessary. Team members and building
managers should have access to basic first-aid kits. As one team checks the water
heater and a second team checks the kitchen, a third team should visit the laundry to
check for gas leaks. If leaks are detected, the gas should be shut off at the furthest
possible point from the hotel itself—from outside the property if possible or from its
interior entry point to the hotel if that is not possible.
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