The document outlines procedures for dealing with terrorist threats, robbery, theft, and drunken guests at a hotel. For terrorist threats, staff should not interrupt callers, write down exact words, gather information, and immediately inform authorities without spreading rumors. For robbery, staff should comply, remain quiet, activate alarms, observe robbers, note escape routes, avoid touched objects, and file a report. For drunken guests, staff should act politely, avoid arguments, talk softly and remove them from public areas, involving security as a last resort. Overall, staff should stay calm, not panic, and follow emergency procedures.