• The designated Crisis Management Team leader will contact: − AH Emergency Contacts. See AH CORPORATE AND HOTEL CRISIS MANAGEMENT TEAM MEMBER CONTACT NUMBERS . − Branded Hotels: Franchisor Emergency/Crisis Hot Line − All Crisis Management Team Members on property who are needed to properly address the incident. See Crisis Management Team Members Contact List and Team Member Roles . • If the answer to any of the first 3 questions is yes, we must also contact our insurer. • If the answers to ALL questions are no, file an incident report with the Manager on Duty (MOD). ESCALATE – MANAGER ON DUTY TO ESCALATE AS APPROPRIATE It is the responsibility of the staff member who is first provided the information related to the crisis to report the information to their immediate supervisor/manager and the MOD. It is the responsibility of the immediate supervisor/manager and the MOD to escalate the situation as appropriate following the reporting protocol. ACT – FOLLOW THE APPROPRIATE ACTION PLAN GUIDELINE Refer to the appropriate action plan guidelines for the type of incident that has occurred and follow the procedures set forth. Refer to your Emergency Equipment list for availability and location of any equipment or resources needed to handle your crisis. SUMMARIZE – GM OR MOD: EVALUATE ACTIONS TAKEN AND RESULTS After the incident is over, summarize the events and actions taken. Evaluate whether the procedures you followed were consistent with protocol and were effective. If necessary, you should adjust the steps to be taken and modify your guidelines to better fit your hotel, so that if a similar incident occurs in the future, it can be handled more efficiently. It is imperative that all required Incident Reports are completed and filed under the appropriate chain of authority.
REMEMBER: A.R.E.A.S A ssess R eport E scalate A ct S ummarize
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