This document outlines standard procedures for responding to a lift rescue at a hotel. [1] It details communication procedures with trapped passengers, notifying relevant departments and the lift company for assistance, and ensuring passenger well-being and safety upon release. [2] The duty manager is responsible for communicating with passengers, coordinating the response, and meeting passengers when released. [3] The duty engineer assists the lift technician in resolving mechanical issues while the security supervisor logs details and provides on-site assistance.

1. Subject: Department:
Lift Rescue Engineering
Standard
To release the guests and return the lift to operation in the quickest possible time with the assistance of the
lift company (MITSUBISHI). To maintain verbal contact with the passengers via the lift intercom to
assure passengers of their release and to have the passengers met once released from the lift to ensure their
well-being. To be prepared to apply any First Aid as may be required when the passengers are released
from the lift.
A. GSC Personnel
On receiving the alarm through lift panel:
2. Speak through the intercom to the concerned lift to verify if there are any passengers trapped.
“Good morning / afternoon / evening, this is Hotel GSC, may I help you?”
Then listen very carefully for response. If no reply, repeat at least twice.
3.b If there are passengers trapped:-
I. Speak through the intercom, “Sir / Madam, please don’t worry, I will call the lift company at
once and please wait a moment.”
II. Call MITSUBISHI Company elevator for assistance immediately.
III. Speak through the intercom, “Sir / Madam, the lift company had been informed, the
technician is on the way now. Is everybody alright?”
IV. Inform the Duty Manager of the incident.
V. Keep communicate with the trapped passenger(s) every two minutes until the arrival of the
Duty Manager.
If the Mitsubishi technician is not at the scene within a reasonable amount of time call then again
or call the Fire Service Department for assistance.
B. Duty Manager
On receiving the lift alarm through in-house paging system or informed by Security Control Room:-
1. Check with Security Control Room of the situation and to confirm whether there are passenger(s)
trapped.
If there are passenger(s) trapped:-

2. The Duty Manager is to proceed to Security Control Room and use the intercom to talk to the
passenger(s) trapped in the lift.
“Good morning / afternoon / evening, this is the Hotel Duty Manager; please accept our apologies
for the lift interruption. Is everybody alright?”
Then wait for response.
“We have called the lift technician and he is working on the problem now. How many people in
the lift. Does anyone need any other assistance?”
Pause and wait for response.
“Please be assured that we have the situation under control and I will be here to maintain
communicate with you.”
It is important to maintain communication with passengers trapped inside the lift in order to calm
and assure them.
2. On the arrival of lift technician, confirm with the technician of the location that the passenger to be
released.
3. Duty Manager to proceed to the location to meet the passenger and extend apologies upon release
from the lift. After assessing the individual needs, Duty Manager to authorize refreshment /
amenities.
4. Duty Manager to re-confirm with Security that the lift is back in normal operation and log the
incident in the Duty Manager Log book.
C. Duty Engineer
On receiving the lift alarm through in-house paging system or inform by Security Control Room:-
1. Proceed to Security Control Room to check the situation and wait for the arrival of lift technician.
On the arrival of lift technician:-
1. Proceed to the lift machinery room together with the lift technician to provide assistance.
2. Inform Security Control Room the location of the passenger(s) to be released.
3. Check with the lift technician the reason of malfunction.
4. Log down all information in the Engineering Department log book.
D. Security Supervisor
On receiving the lift alarm through in-house paging system or by Command Control Room:

3. 1. Proceed to Security Control Room and assist to communicate with trapped passenger.
2. After confirm the location of trapped passenger to be released. Proceed to the location together
with Duty Manager to meet the passenger(s).
3. Log down all information in the Security log book.