BOMB THREATS Bomb Threat calls may be designed to minimize personal injury or property damage when the caller has knowledge of an explosive or incendiary device that has been placed in a hotel, however, the purpose is generally to attract attention to a cause, to ensure proper credit is given to the responsible group or person(s), and to create fear/anxiety and panic causing disruption to normal hotel activities.
Bomb Threat calls are to be handled on a priority basis.
TELEPHONE OPERATOR PROCEDURES (ASSOCIATE RECEIVING THE CALL): 1. Obtain as much information as possible from the caller. Ask the caller to repeat the message, particularly the location of the bomb, time of detonation, etc. 2. Create a written record of the message, using exact words or language. The call may be recorded if the hotel has the technology and has been given advance permission to do so by the corporate legal department. 3. Listen for background noises which may identify the location of the caller. 4. Pay attention to the caller’s voice so you may be able to identify the voice if you hear it again. Listen for accents, dialects, speech impediments, etc. 5. Immediately notify GM or MOD if the GM is not available.
ACTION PLAN FOR GENERAL MANAGER OR MANAGER ON DUTY: A. Report 1. Contact the local police department immediately.
2. If ransom or other demands are made, contact the national/state law enforcement agency. 3. Notify the appropriate AH Corporate Contacts and Brand/Franchisor’s Crisis Hotline if applicable. 4. Obtain a written Incident Report from the Associate who received the call. B. Activate the designated Command Center and instruct the appropriate Crisis Management Team Members to report to the Command Center. The Command Center should be accessible to Crisis Management Team Members and law enforcement but separate from hotel guests and the public. C. Consult 1. Discuss with GM, Security Manager, Chief Engineer, designated Crisis Management Team Member and Corporate Contact to determine whether a bomb search is to be conducted by hotel Associates.
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