Chapter 4, Section 5Handling Emergencies

Basic Emergency Training TechniquesEvacuation techniquesFirst aidBasic firefighting techniques (on a small

scale)Power failure response techniquesCrowd controlEmergency equipment use

Emergency EquipmentFire extinguishers and hosesManual elevator controlsEmergency generatorsFirst aid kidsOxygen in tanksGas and electrical shut-off vales.

Organizations that May Provide Emergency TrainingLocal American Red

CrossHospitalsPolice departmentsFire DepartmentsEmergency medical

teams

Local health

departmentsCommunity collegesEquipment supply

vendors

Emergency DrillsFire drillsEvacuation drillsMedical emergency response drillsPower failure drillsWeather emergency and natural disaster

drills

Notifying the Fire Department of an EmergencyTrigger a pull station fire alarmRadio or call the front desk or PBX operator

and have someone call the fire department.Call the fire department yourself.

Prevent a Fire from SpreadingClose windows, doors, and fire doors behind you.

Remove combustible materials, such as gasoline or oily rags, from the area, but only if you have time.

Shut off fans, air conditioners, or air circulators.

If possible, shut off fuel to gas-powered equipment.

If you think the fire is electrical, shut off electrical current to the area.

Protecting Yourself in a Fire AreaMake sure you always have an escape route

and try not to get cut off from an exit.Stay low in smoky conditions.If you get cut off, go into a guestroom and

close the door.

Helping Firefighters Have master keys and a list of guests with disabilities available.

Direct them to the fire.Answer any questions that they might have.Alert them to any potential dangers, such as

hazardous materials that might affect how they fight the fire.

Follow their directions and obey their commands immediately.

Be prepared to leave the property if firefighters instruct them to do so.

What are some ways to help protect people during a power failure?Post employees with flashlights at all ramps,

escalators, and especially at stairways. The property may have battery-powered lamps that can be used as well.

Notify guests about the problem. The front desk or PBX operator may do this by telephone or public address system, but if the systems are out, someone may be asked to go to guestrooms to give personal notice

What are some ways to help protect people during a power failure?Ask guests to remain in their rooms unless it

is absolutely necessary that they leave. The more guests roaming around in the dark, the greater the chance that someone will get hurt. However, some situations, such as fire, might justify the added risk of guests evacuating the guestroom areas.

What are some ways to help protect people during a power failure?Some properties may advise guests to call the

front desk for an escort if they need to leave their rooms.

Be calm when speaking with guests. Reassure them that the situation is being taken care of and remind them of the danger of tripping or falling in the dark. The employees’ attitudes will help keep them calm.

What are some ways to help protect people during a power failure?Don’t spend a lot of time talking to any one

guest. There will probably be a lot of ground to cover and employees can’t afford to waste time. Give guests only the information they need to know.

Remind guests about the potential fire hazards of using matches ,lighters, or candles for light. Tell guests to open drapes for external lighting during daylight.

Planning for Weather EmergenciesKnow where emergency supplies are kept

and when to get them out.Secure money, important papers, and other

valuables in weather tight areas.Prepare all hazardous materials. Be

prepared to shut off gas if necessary.Carry out responsibilities using a property’s

emergency plan

Planning for Weather EmergenciesMake sure everyone has taken shelter in

designated safe locations, if appropriate.Remain at assigned posts, as long as it’s safe,

until ordered to seek shelter, or until relieved.Keep people in shelters until the danger has

passed.

Helping Injured Persons Talk to them. Tell them that you’ve called for medical help.

Render whatever first aid you can.Keep them calm.Make them as comfortable as possible.Keep the victims still.Ask them if they have a relative or friend that

should be called.Keep by standers away from the scene.

Common First Aid ProceduresThe Heimlich

maneuver

Mouth-to-mouth resuscitation

Cardiopulmonary resuscitation

Handling the Death of a GuestImmediately alert property management and

police.Find out if the guest is really dead.Try to disturb the scene as little as possible.Secure the area until police arrive.

Terrorism Precautions Watch unattended baggage.Increase security training.Lock all entry doors except lobby entrances.Do not allow any non-guest or non-hotel

vehicles to park near the premises..Suspend valet parking during code-red or

code-orange alerts.Hire extra security officers.

Protecting a Property That is Under Threat of TerrorismSecure all entrances except the main

entrance to the lobby.Secure ground level windows and vulnerable

windows or entrances on other floors.Lock up alcoholic beverages and any

valuables, such as cash or important papers.Patrol guest floors.Check fire equipment.

1. Fire extinguishers labeled “A-B’C” can be used to put all fires except those fueled by _____ elements such as gasoline or oil rags.

2. The _____ _____ is used to dislodge an obstruction when someone is choking.

3. During your shift, a fire alarm is triggered. Your property has had several false alarms recently and you suspect that this is another one. What should you do?

a. Continue with your regular duties unless a manager notifies you that there is a real emergency.

b. Treat is as the real thing until a manager or emergency personnel confirm that it’s a false alarm.

c. Fill out a maintenance request to have the faulty smoke and fire detectors repaired.

4. During a power failure, it is best if guests:a. Evacuate the property until power is

restored.b. Move to public areas of the property, such

as the lobby.c. Remain in their rooms unless it is absolutely

necessary that they leave.

5. If a guest has a life threatening medical emergency, who should start first aid procedures while waiting for emergency personnel?

a. The first employee to arrive at the sceneb. Only an employee who has proper trainingc. Only a security officer