1. CHAPTER OBJECTIVES
1. To stress the importance of keeping hotel
guests and employees safe.
2. To identify a variety of internal and external
resources available to help hoteliers meet their
safety and security goals
3. To describe the safety threats that are unique to
the hotel industry
4. To stress the importance of property security
5. Know different measures in emergency
situations that occur in the hospitality industry.

2. The Importance of Safety
Safety: protection of an individual’s physical
well-being and health.
Security: protection of an individual or
business’ property or assets.

3. DUTY OF CARE
 Employers have a duty of care to provide a
place of work that is safe and without risk to
health.
 The hotel can be held legally responsible for
the results of injury to guests and employees
if it does not exercise reasonable care

4. Legal Liability
Reasonable Care: a legal concept identifying
the amount of care a reasonably prudent
person would exercise in a specific situation.
Damages: the actual amount of losses or
costs incurred due to the wrongful act of a
liable party.

5. Legal Liability
Compensatory Damages: a monetary amount
intended to compensate injured parties for actual
losses or damage they have incurred.
Punitive Damages: a monetary amount assessed
to punish liable parties and to serve as an
example to the liable party as well as to others
not to commit the wrongful act in the future.

6. Hotel Responsibilities for
Guest Safety
To demonstrate reasonable care, a hotel must
address:
1. The hotel’s facility
2. The hotel’s staff
3. Policies and procedures implemented by
the hotel
http://www.albertahotelsafety.com

7. HOTEL FACILITIES
 The management and staff of the hotel
should develop and maintain an active threat
analysis.
 Threat Analysis- a systematic procedure
designed to identify and eliminate
identifiable safety risks.
 It is an organized procedure by which a hotel
facility is assessed for possible hazards

8. Facility
Steps in demonstrating commitment to
reasonable care/guest safety:
– Identifying and removing threats to safety
– Informing guests about existing safety threats
– Prohibiting behavior that creates safety threats

9. SOURCES OF GUEST INJURIES IN
THE HOTEL
 Bathrooms - tubs and showers
 Guestroom - unstable object, rough
edges, defective
furniture
 Public and internal areas – defective
carpeting and flooring
defective lighting
broken glass
elevators
obstacles in
passageways

10. SOURCES OF GUEST INJURIES IN
THE HOTEL
 Public and external areas- defective lighting
-cracks in sidewalk
-trash on walking surface

11. HOTEL FACILITIES
 Example of possible hazards
 Swimming pool without lifeguards
 Signage can be developed to communicate the risk and
must be placed in highly visible place
 Possible wording alternatives:
 Swim at your own risk
 No lifeguard on duty
 Adult swimmers only
 Children must be supervised by an adult
 No running or diving

12. Additional steps that can be
taken in a threat analysis
program are to prohibit
behavior by guests and others
that could be a threat to
safety.
Ex. Glass bottles or
drinking glass in a pool
area.

13. Staff Training
OSHA: the Occupational Safety and Health
Administration—responsible for developing and
enforcing regulations to help assure safe and
healthful working conditions.
www.osha.gov

14. OSHA – OCCUPATIONAL SAFETY AND
HEALTH ADMINISTRATION
 Guest safety is important, but the safety of
employees when they work is equally important.
 OSHA is a federal agency established in 1970
that is responsible for developing and enforcing
regulations related to assuring safe and healthful
working conditions.
 The purpose of OSHA is to help assure safe and
healthful working conditions.
 It is also very aggressive in enforcing the rights of
workers.

15. OSHA – OCCUPATIONAL SAFETY AND
HEALTH ADMINISTRATION
 Hotels are required to comply with the
extensive safety practices, equipment
specifications, and employee communication
procedures mandated by OSHA.
 OSHA requirements call upon employers to:
 Provide a safe workplace for employees by
complying with OSHA safety and health
standards.
 Provide workers only with tools and equipment to
do their jobs that meet OSHA specifications for
health and safety.

16. OSHA – OCCUPATIONAL SAFETY AND
HEALTH ADMINISTRATION
 Establish training programs for employees who
operate dangerous equipment.
 Report to OSHA within 8 hours any work site
accident that results in fatality or requires the
hospitalization of five or more employees..
 Provide all employees an access to the Material
Safety Data Sheets (MSDS) that provide
information about the dangerous chemicals they
may be handling during work.

17. MATERIAL SAFETY DATA SHEET
(MSDS)
 A written statement describing the potential
hazards of, and best ways to handle a
chemical or toxic substance.
 An MSDS is provided by the manufacturer of
the chemical or toxic substance to the buyer
of the product and must be posted and/or
made available in a place where it is easily
accessible to those who will actually use the
product.

18. Policies and Procedures
Will vary by operation based upon:
– Hotel size
– Location
– Layout
– Guest amenities offered
Standardized, written policies are still
important to ensure employee/guest safety.

19. Incident Report
Incident Report
a document prepared to record the details of
an accident, injury, or disturbance and the hotel’s
response to it.
www.hospitalitylawyer.com

20. Special Safety-Related
Threats
 Swimming Pools
 Spas
 Exercise Facilities
 Parking Areas

21. SWIMMING POOL SAFETY
 Post the pool’s operational hours and open the
pool only during those hours.
 Clearly mark the depths of pools accurately and
in both metric measure and in feet/inches.
 Make sure that the pool is properly illuminated
 Install self-locking door to prevent unauthorized
access to the pool area
 Have appropriate life saving equipment on hand
and easily accessible, as well as atleast one CPR
(cardiopulmonary resuscitation) certified
employee on duty at all times or as long as the
pool is open.

22. SWIMMING POOL SAFETY
 Allow pool use by registered guests
 Post all pool policy and information signs in
the language of guests.
 Provide an emergency telephone in the pool
area that rings directly to the front office
 Carefully document all pool activities related
to pool maintenance

23. SPAS
 Inspect and document the inspection of spa drain covers on a daily basis.
 Post all spa policy signs in the language(s) of guests.
 Install a thermometer and check the spa temperature frequently;
recording your readings. A range not to exceed 102-105 degrees
Fahrenheit (38.9-40.6 degrees Celsius) is recommended.
 Display spa temperatures in a manner that is easily readable by guests.
 Do not allow the consumption of alcohol while using the spa.
 Install non-slip flooring surfaces around the spa and provide
stairs/ladders for entry and exit.
 Prohibit spa use by children and non-guests.
 Provide an emergency telephone in the spa area that rings directly
either to the front desk or to 911 depending on the preference of the
hotel’s insurer.
 Carefully document all activities related to spa maintenance, local
ordinance compliance, and operating policy enforcement

24. Exercise Facilities
 Signs act as a constant reminder of the dangers
inherent to exercise facilities. In general, signs
can be classified into four types:
 Policy Signs – Signs stating rules and regulations
involving the use of the facility.
 Warning Signs – Signs stating specific risks in an area
of the facility or with a particular piece of equipment.
 Directional Signs – Signs indicating entrances, exits,
fire evacuation plans, and other safety information.
 Emergency Signs – Signs indicating where various
emergency items are stations, such as fire
extinguishers, first aid kits, and telephones.

25. Parking Areas
 Inspect parking lot lighting on a daily basis. Arrange for replacement of burned out lights
immediately.
 Inspect parking lot surfaces daily and arrange for pavement patches immediately if they
threaten guest safety.
 Ensure that parking lot stripes and directional signs are easily seen to avoid
pedestrian/vehicle accidents.
 Post easily readable signs in the parking lot reminding guests not to leave valuables in their
vehicles.
 If valet parking is provided, document the training of all drivers employed.
 Require guests to identify their vehicles by license number or make/color upon check-in.
 Keep landscaping around parking lots well trimmed to avoid dangerous areas that may
provide hiding places for individuals who could threaten guest safety or property security.
 If possible, arrange for regular and frequent parking lot drive-through patrols by local law
enforcement officials.
 Arrange for daily daytime and nighttime walk-through patrols by hotel staff.
 Use a manager’s daily log to document parking lot maintenance procedures.

26. RISK MANAGEMENT

27. RISK MANAGEMENT
Regardless of location, potential emergencies include:
 Fires
 Bomb threats
 Robberies
 Explosions
 Power Blackouts
Depending on location, other emergencies could include:
 Earthquakes
 Hurricanes
 Floods
 Tornados

28. Risk Management
 The process of
analyzing exposure to risk and
determining how to best handle
such exposure.

29. Process of Risk Management
Identification
The process of managing risk is to identify potential risks.
Risks are about events that, when triggered, cause problems.
Hence, risk identification can start with the source of
problems, or with the problem itself.
Assessment :
Once risks have been identified, they must then be assessed
as to their potential severity of impact (generally a negative
impact, such as damage or loss) and to the probability of
occurrence.
Control
the process used to identify all practicable measures for
eliminating or reducing the likelihood of injury, illness or
disease in the workplace, to implement the measures and to
continually review the measures in order to ensure their
effectiveness.

30. ARMED HOLD-UP SURVIVAL RULES
 Steps during armed hold-up
1. Stand still-do not make any sudden moves
2. Obey the robber’s instruction-do exactly what you are
told.
3. Remain calm and quiet-speak only when spoken to.
Avoid shouting or provoking the robbers.
4. Observe, if you can, safely- make a mental note on the
robber’s appearance.
5. Stay out of the danger area-do not try to outsmart
them.

31. ARMED HOLD-UP SURVIVAL RULES
6. Stay where you are, do not chase-leave it to the
police, observe the direction of departure
7. Call the police- when it is safe, call the police.
8. Seal off the hold-up area- evidence must not be
touched.
9. Ask witness to remain-the person in-charge
should ask all witness to stay until the police
arrive.

32. EMERGENCY PLANS
 A document describing a hotel’s pre-determined,
intended response to a
safety/security threat it may encounter.
 An emergency plan must be a written
document. It is important because it must
identify what management or employees
should do in case of crisis.

33. COMPONENTS OF AN EMERGENCY
PLAN
 Identify types of disasters that may occur,
including natural disasters (hurricane,
tornado, floods)
 Provide a layout of the current hotel floor
plan.
 Identify who should be notified for each
emergencies, and what method will be used.
 Establish specific duties and responsibilities
of key individuals.

34. COMPONENTS OF AN EMERGENCY
PLAN
 Establish emergency shut down procedures for
designated parts of the building.
 Develops evacuation routes, including directional
signs both in the hotel and the emergency shelters,
and from exterior areas of the building to safe areas.
 Identify locations of secure shelters based on the
type of emergency.
 Prepare a systematic floor evacuation plan for high-rise
building.
 Secure participation by and cooperation with mutual
aid organization.

35. Hotel Emergency Procedures
All hotels are required by law to provide their guests
with a list of specific emergency procedures.
Because one of the most common emergency
situation in a hotel is a fire, emergency procedures
typically include:
 a detailed map of the floor and an outline of the route to
the closest exit.
Emergency preparedness also includes a list of what to do
once you've evacuated the hotel as well as what to do in the
event that you're prevented from evacuating.

36. Evacuation
 Hotels often post a room-specific evacuation map at the back of the door to
each room. The nearest exit is marked, as are all other exits on the floor in
case the closest one is blocked.
 Hotels that don't put individualized maps in each room are required by law to
provide general floor plan maps.
 Front desk staff may highlight the nearest stairwells and exits to a
guestroom on a paper copy.
 Emergency evacuation procedures begin by moving to exit when an alarm
sounds, even if you suspect it's a drill.
 Before opening the door, you should feel it for heat and look for smoke
coming underneath the door.
 Barring any smoke or flames, hotel procedures dictate that you should exit
via the safest, shortest route possible. If there's heavy smoke, you should
stay low to the ground.
 Never use elevators during an emergency evacuation; they may become
stuck . Also, the fire brigade may need to use the elevators to assist people.

37. Trapped During Fire
 Emergency procedures for becoming trapped in an area or room
inside a hotel begin by first closing as many doors as possible
between you and the fire and then sealing the area by placing water-soaked
towels and sheets over all vents and door cracks.
 Use the phone, if it works, to call 9-1-1 and report the fire and your
location in the building. Hanging a sheet or a noticeable item of
clothing from the window signals your location, whether or not
you're able to use the phone to call for help.
 Breaking windows or opening them more than a few inches can
invite flames and smoke from other openings inside. Fresher air is
always near the floor, so protocol dictates that you stay low.
 In addition, placing a wet cloth over your mouth and nose helps you
breathe better in a smoky environment.

38. FIRE ALARM
•Should an alarm occur, hotel associates will conduct a rapid
investigation of the alarm’s cause. Please remain calm and listen for
instructions over the public address system. Trained hotel staff will
advise all guests of the nature of the alarm and any actions that needs
to be taken.
•In the rare event that a hotel evacuation is requested; follow the
evacuation map that is located at the back of your guest room door.
Take your guest key and leave the room. Do not use the elevators.
Walk to the closest stairway and leave the hotel.
•If you are in a function room or food and beverage outlet, proceed
directly to the nearest Emergency Exit and exit the building.

39. Earthquake
Duck, Cover & Hold -
• o Duck under a sturdy desk or table
• o Cover your head and as much of
your body as you can
• o Hold onto the table; if it moves,
remember to move with it, keeping
yourself covered as you go.
• Do Not Run Outside. Falling objects from
the building can cause injury.
• Instructions will be made over the hotel’s
Public Address System advising all guests and
hotel associates of situation and any response
needed.

40. Things to remember during
accident investigation
 Let the injured party tell the story
 Take the injured party back to the scene of
the accident
 Determine what the injured party was doing
just before and at the time of the accident
 Although verbal reenactment of the accident
can be valuable, never allow anyone to repeat
an unsafe act physically
 Avoid placing or accepting blame

41. General Safety Information
 Never tell a stranger your room number.
 When checking into your room, take time to study the evacuation map at
the back of the guest room door and note the location of the nearest
emergency stairwell.
 Do not admit unexpected visitors into your room without first making
identification. A view portal is provided in your door. If there are any
doubts about the person’s true identity, please contact security.
 Guard your room key or access card. Don't set the key or card down in a
visible location when you're at a hotel pool or a dining room.
 Do not leave your room door open when carrying baggage into or out of
the room or when using vending machines.
 Do not leave valuables unattended in common areas of the hotel.
 If you must leave valuable items in your room, use the guest room safe.
 Don't hesitate to ask a hotel employee to accompany you to your room.