The Global Hospitality Risk Assurance Program

1. The Global Hospitality Risk Assurance
Program
A holistic approach to managing hospitality risks
Version 1.1 Dated 20th May 2017

2.
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Your safety is our assurance
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In today’s hospitality business risk management should be high on the
agenda of every organization. Management and owners should be
able to demonstrate their duty of care and be confident that their
business provides a safe and secure environment for all. Ensuring
guests enjoy great experiences safely and employees are assured a safe
and secure working environment. These factors are crucial to building
a positive brand image and business reputation, and are core to
running a responsible business.

3. MORE THAN AN
AUDIT
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StaySafe is so much more than your typical audit
program. Our aim is to improve the overall risk
management performance of hotel businesses
against established industry standards and best
practices.
Our StaySafe program was developed by
respected professionals from the hospitality and
risk management industry. We have built
adaptability into the assurance program as not
all hotels have the same risks. Our program is
developed to fit your needs.
We are committed to providing a successful risk
assurance program. Importantly, supporting
businesses overcome their challenges and
continually improve whilst reducing their risks
and ensuring compliance.
Our StaySafe Advisory Service (SAS) is included
within the assurance program. The purpose is to
ensure each hotels receives professional,
competent and consistent ‘life cycle’ support on
their journey to excellence.
“Our StaySafe program is
adaptable as we recognize
hotels are not all the same.
Our program is developed to
fit your needs.”

4. WHAT MAKES IT
UNIQUE
Our hospitality risk assurance program provides a fresh approach to managing risks
in the hotel industry. Developed and designed by hospitality professionals specifically
for the hospitality industry. The tools, audits, standards and risk advisory service are
all provided to enhance the support and systems the hotels currently receive.
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Holistic in-depth audits to review risk categories that are relevant to the industry,
including; health & safety, security, fire safety, leisure safety, food safety, crisis
management, environment and ethics.
Audits are comprehensive with a coaching and advisory service during and after
the audit. StaySafe Advisory Service provided every month following up with the
audit progress.
Analytical visual data reports, charts and graphs to provide meaningful
information and add value to the business.
International recognized standards and best practices, developed by hospitality
and risk professionals specifically for the hospitality industry.
Mandatory standards to attain a certificate with optional standards to drive
towards excellence.
Providing reputable risk assurance to your employees, owners, management
companies and guests.

5. JOURNEY TO
EXCELLENCE
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Excellence is the ultimate goal for any hotel to achieve with
StaySafe as a partner. Following the support and guidance
from our team, your journey to achieving top audit results will
appear seamless.
We understand that every hotel is different and will often
require an alternative approach to managing their risks.
Together we will embed a positive risk culture on your journey to
achieving excellence.

6. Steps to StaySafe Excellence
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Registration - Become a StaySafe Partner and begin the journey to excellence.
Pre-Audit / Survey - Typically a desktop survey and completion of pre-audit
questionnaire. Pre-audit site surveys can be carried out in agreement with hotel.
Risk Assurance Audit - Auditor will be on site for three days in total. This will
include a comprehensive document review, site audit and a night audit.
Executive Summary Debrief - Provide an initial score, report the significant
risks, key observations and best practices.
StaySafe Committee Review - StaySafe will review audit findings and agree the
final audit result.
Assurance Certificate - Provision of assurance certificate and other award as
appropriate subject to the outcome of the audit.
Report - Final report will be provided with will provide useful visual data
analytics and a hotel risk register.
Risk Mitigation & Improvement Plan (RMIP) - Will be provided to enable hotel
prioritize the identified issues from the audit.
StaySafe Advisory Service (SAS) - Continued monthly calls to support the hotel
with the management of the RMIP
Annual Re-audit - The program requires an annual audit for continual
improvement.

7. EMPLOYERS
DUTY OF CARE
Employers have a duty of care to their employees, contractors, guests, and visitors.
This means they should take all steps which are reasonably possible to ensure their
health, safety, security and wellbeing. Demonstrating concern for the physical and
mental health of your workers shouldn't just be seen as a legal duty - there is a clear
business case too. It can be a key factor in building trust and reinforcing your
commitment to your employees, and can help improve staff retention, boost
productivity and pave the way for great employee engagement.
Legally, employers must abide by relevant local laws, as well as the common law duty
of care. They also have a moral and ethical duty not to cause, or fail to prevent,
physical or psychological injury, and must fulfill their responsibilities with regards to
personal injury and negligence claims. The obligation may apply both to acts and
omissions.
Employers are due to build a broad culture within their organization addressing
health, safety, security and wellbeing of their employees and other related
collaborators to the business. To do so they are expected to develop and deploy
appropriate risk management approaches to protect people from harm.
An employer can be deemed to have breached their duty of care by failing to do
everything that was reasonable in the circumstances to keep employees safe from
harm. Employees also have responsibilities for their health & wellbeing at work - for
example, in most Countries they are entitled by law to refuse to undertake work that
isn't safe without fear of disciplinary action.
The scope of duty of care is far reaching, it also extends to employees whilst traveling
for work. This is one of the main reasons why hotels are continually audited by
corporate clients, airlines, insurers, etc. When hotels participate in the StaySafe
Assurance Program it will enable them to demonstrate their duty of care, from a legal,
financial and corporate social responsibility perspective.
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8. BENEFITS OF THE
PROGRAM
Although hotels are insured against a variety of losses, many associated costs are not
recoverable, these are uninsured costs. The ratio between insured costs and
uninsured costs lies in the range of 1:8 to 1:36, therefore every $ recovered from
insurers will mean at least 8$ is being wasted. These uninsured costs come straight
off the bottom line profits. Below lists a number of the significant benefits for hotels
when participating in the StaySafe Assurance program.
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A fresh pair of eyes - A professional
hospitality risk audit by a third party with
fresh views of your hotel and new
perspectives.
Duty of Care - Ability to demonstrate fulfilling
your duty of care.
Efficiency and Recognition - Reduced
number of external audits due to acceptance
of StaySafe assurance program. This will
improve as businesses and governments
recognize the StaySafe Assurance program.
These entities will have greater confidence to
book their employees in a hotel participating
in the StaySafe Risk Assurance program.
Reduced Insurance Premiums - Participation
should enable the hotel to negotiate with
their insurance broker for a reduction in
premiums or ensure no increase at renewals.
Demonstrate Legal Compliance &
Credibility - By meeting the StaySafe
standards which are recognized as industry
best practices and regulatory compliance.
Insured and uninsured costs can be
likened to an iceberg: costs that are
recoverable are visible but those
that are unrecoverable are hidden
below the waterline and are much
greater, between 8 and 36 times
greater in many cases.

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Improve Performance - Enable benchmarking between departments and risk
categories from the performance data within the final audit report.
Key Performance Indicators - Establish KPIs following the audit to monitor
performance and drive continual improvement.
Reduction in Incidents & Accidents - Proactive risk management and a positive
risk culture is proven to reduce incidents and accidents. This will reduce lost
time injuries, guest claims, investigation time, poor reviews and bad publicity.
Improved Employee Engagement - Improved working environment for
employees, less staff turnover.
Improved Guest Satisfaction - Possible improvement in reviews on travel sites
due to guests feeling they are in a safe and secure environment.
Enhanced Brand Reputation - Enabler to protect and enhance the hotel brand
reputation.
Increase Business - Provide a competitive advantage due to participation of
StaySafe program. The StaySafe Assurance certificate can be used in hotel
marketing strategies.
Business Resilience - Be prepared for those unexpected eventualities in times
of Crisis.

10. AUDIT CRITERIA AND
STANDARDS
Our hospitality assurance standards are developed from internationally recognized
standards and best practices. We are committed to using and promoting these
standards in the industry.
The risk categories included in the program include;
Health & Safety Fire Safety
Security Food Safety
Leisure Safety Crisis Management
Environmental Ethics, Anti-Bribery & Corruption, Human Rights
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11. Risk Categories and Sub-Categories
The information below lists some of the risk sub-categories / topics included in the
StaySafe program. However these can and may change dependent on new
information in the risk industry.
Health & Safety Fire Safety
Safety Management System Fire Maintenance & Prevention Plan
Legionella Mangement Fire Strategy
Asbestos Management Fire Evacuation Planning & Procedure
Contractor Management Fire Drills
Manual Handling Fire Alarm & Detection Systems
Slips, Trips & Falls Fire Suppression Systems
H&S Training Means of Escape
Ergonomics Fire Safety Signage
Chemical & Hazardous Substances Fire Equipment
Electrical & Gas Safety Fire Pumps
Accident Reporting & Investigation Emergency Lighting
Consultation & Communicatons
Pressure Vessels & Confined Spaces
Permit to Works
First Aid & AED Provisions
Provision & Use of Work Equipment
Planned Preventative Maintenance
Guest & Child Safety
Employee Welfare Facilities
Security Crisis Management
Security Planning & Procedures Crisis Planning & Preparedness
Guest Room Security Business Continuity
Access Controls Crisis Management Teams
Security Management & Organization Training
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12. Network & Intelligence Gathering Risk Profiling
Personal / Duress Alarm Systems PR & Communications
Threat Escalation Procedures Crisis Recovery
Security Training
Patrolling & Resources
CCTV Systems & Monitoring
Security Risk Assessments
Fraud Prevention
Data Privacy & Cyber Security
Background Checks
Counter Terrorism
Food Safety Leisure Safety
Food Safety Management System Swimming Pools Safety
HACCP Beach Safety
Temperature Controls Water Treatment
Supply Chain Management Spa Pools Safety
Allergen Awareness & Management Lifesaving Provisions
Hygiene Standards Health Club Safety
Pest Control Sauna & Steam Rooms Safety
Cleaning & Santitation Leisure Activiites
Equipment & Calibration Training
Environment Ethics, Anti Bribery, Corruption &
Human Rights
Environmental Management System Company Policies
Environmental Policy Training
Environmental Monitoring Reporting
Energy Consumption Code of Ethics / Code of Conduct
Waste Management
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13. Sample Standard (Security Management)
Below is a sample standard within the StaySafe Assurance Program. It is used to
show the variety of sections used within each question, points allocated, mandatory
or optional standard, description, evidence required for audit, departments,
technique.
Recycling
Environmental Aspect & Impact
Assessments
Roles & Responsibilities
Environmental Training
Environmental Compliance
Security Management
Standard Point Value = 8 Mandatory / Optional
The property has a manager who has the responsibility for security
Description & Reasoning
The manager can be someone with the sole responsibility for Security e.g. Security Director or it could be
one of the managers who has security as their additional responsibilities
Evidence Required
• Job Description detailing Security Management Responsibilities
• Organisational Chart outlining nominated person and security organization
• Discussion of role with Manager Responsible for Security
General Departments / Locations
GM Office | Finance | Human Resources | Rooms Division | Information Technology | Security | Health &
Safety | Environmental | Engineering | Kitchens | Food & Beverage | Sales & Marketing | Laundry |
Housekeeping | Procurement | Spa, Fitness & Wellbeing | Front Office | Landscaping | Valet
Audit Technique
Interview / Documentation Review / Physical Inspection
Pillars of Risk Excellence
Leadership & Management | Risk Profiling & Risk Reduction | Compliance | Competence & Training |
Consultation & Communication | Audit & Review
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14. LEVELS OF RECOGNITION &
AWARDS
There are three levels of the StaySafe Assurance Program which are directly related to
the scores achieved during the hotel audit.
Hotels that achieve the levels of Advanced or Excellence will also receive a glass
plaque in recognition of their achievement.
All mandatory standards must be achieved before awarding the hotel the initial
StaySafe Certificate Level.
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15. EXECUTIVE SUMMARY AND FINAL
REPORTS
Following completion of the audit the hotel will
receive a summary of the significant risks, key
observations and best practices noted during the
audit process. They will also receive an initial
evaluation of the overall score and level of
achievement. However this is subject to final
approval by the StaySafe Committee.
Where mandatory items that are applicable to the hotel are not achieved they will be
advised during the audit process and in the closing meeting. Optional items are
included in the audit at the discretion of the auditor.
The StaySafe committee will review the final report and risk management
improvement plan and scoring before approving the final outcome. A final report will
be provided within ten working days of the completion of the audit. This will be sent
via email to the General Manager or appointed deputy. Certificates and awards will
also be despatched as soon as received from the printers & engravers.
The Executive Summary report provides useful analytical visual data, charts and
graphs. The purpose is to enable the hotel Executive Committee to easily identify
areas of improvement either by department, risk category or pillars of excellence.
Examples of visual data charts and tables are shown below:
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16. A risk register will also be included in the report that will identify the top risks at the
hotel. Photographic evidence will also be used in the report to demonstrate
significant items / good practices etc. Below is a sample of a Risk Register and
photographic evidence.
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17. Risk Mitigation & Improvement Plan
Each hotel will be provided with a bespoke Risk Mitigation & Improvement Plan
(RMIP) to enable them to prioritize their resources and to address the identified
issues and risks.
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Photographic Evidence Example

18. StaySafe Advisory Services
The StaySafe consultant will participate in a monthly
follow-up call with the nominated responsible person
at the hotel. The purpose is to continually review the
RMIP and provide ongoing support on these risk
management issues.
Quarterly Corporate Risk Report
If there are five or more hotels from one hotel group participating in the StaySafe
Assurance Program then a quarterly report may also be provided to a nominated
person at the Corporate / Regional Office. This report will include a summary of the
following:
Executive Summary / Update
Key operational Risks for the group (Risk Register)
Performance data on hotels to allow benchmarking
Outstanding & completed actions from hotels RMIP to monitor progress
Key Performance Indicators
Balance Scorecard for Risk Management
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19. HOW CAN WE HELP
CONTACT US
StaySafe is the assurance program developed and managed by PragmaRisk
International FZE. StaySafe is a global program however the head office is located in
UAE.
info@staysafehospitality.com
www.staysafehospitality.com
UAE +971 (0) 521 627237
UK +44 (0) 7730 673404
PragmaRisk International also provides bespoke risk management consultancy
services. For further information please check our website @ www.pragmarisk.ae or
email info@pragmarisk.ae
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