CRISIS MANAGEMENT REPORTING PROTOCOL A.R.E.A.S. A ssess R eport E scalate A ct S ummarize Be Calm. Be Aware. Be Safe.
NOTIFICATION PROCEDURES An incident is an occurrence unusual to our typical business operation. Many incidents will not be serious enough to warrant activating the entire Crisis Management Team. A communication plan must be followed for all incidents. ASSESS – BE ABLE TO PROVIDE AS MUCH INFORMATION AS POSSIBLE When receiving information from the guest/situation, determine the following: WHO: person(s) involved, victim, and perpetrator WHAT: specific facts surrounding the situation with as much detail as possible WHERE: location(s) of the incident WHEN: the exact time the incident occurred HOW: reason, if known, for the incident SEVERITY: from the guests’ perspective and the hotel’s perspective 1. Was there or could there be serious illness, injury, or loss of life? 2. Was there or could there be significant property damage or loss? 3. Was there or could there be significant business disruption? 4. Was there or could there be any criminal activity? 5. Were there or do you anticipate media inquiries or external interest? REPORT – FOLLOW THE CRISIS MANAGEMENT TEAM CONTACT LIST • If the answer to any question (#1 - #5) is yes, report this situation to the Manager on Duty (MOD). If the MOD is unavailable, find a manager or supervisor in the building to assist. • The MOD (or manager receiving the report) will contact the appropriate person(s) as designated under Reporting Protocol. (Also see Crisis Management Team Members Contact List.)
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