• Contaminated food and utensils: when a vomiting event has occurred in the vicinity of cutlery, glasses, dishes, etc., all potentially infected surfaces must be thoroughly washed or decontaminated. • Direct person to person: most commonly seen when caring for someone with the illness. Cross-contamination between infected and non-infected persons is one of the biggest risk factors escalating an incident of isolated illness into an outbreak. Segregating symptomatic guests and Associates should be given high priority. INITIAL PROCEDURES UPON RECEIPT OF COMPLAINT: • Ensure the guest’s comfort as much as possible and offer to summon medical assistance. • The MOD should be notified immediately of all food-borne illness complaints. • As soon as possible, notify the GM, Head Chef, and F&B Manager. ASSOCIATE ILLNESS: • Infected Associates must be excluded from work immediately and not permitted to return for 48 hours AFTER symptoms have ceased. Supervisors are to make sure Associates know of this restriction. • Complete an Illness Report Form for each Associate exhibiting symptoms and use the Associate Illness Coordinator’s Log to track dates and times of all communications and actions. • Staff Accommodations: If infected Associates are staying at the hotel, ensure they are isolated in accommodations and are provided with clean linen and soluble linen bags for soiled linen. Bottled water and meals should be taken to the affected persons wherever possible and left outside their door. A note should be placed on the door warning all Associates not to enter. If the infected Associates use a communal toilet, the toilet should be cleaned every four hours. If possible, a separate toilet should be allocated for infected Associates to avoid cross- contamination. If rooms are being shared, infected and non-infected Associates should be segregated and moved to different rooms. Most complaints can be handled at hotel level. If any of the following occurs, additional reporting is required. • An outbreak is confirmed • A guest is hospitalized • Press involvement has or will likely occur
• Local food safety & health authorities have become involved • A claim or request for compensation has arisen or is likely
IF ANY OF THE ABOVE HAS OCCURRED, NOTIFICATION SHOULD MOVE TO ABOVE-PROPERTY LEVELS. BRANDED HOTELS MUST ALSO NOTIFY THE RESPECTIVE FRANCHISOR’S CRISIS HOTLINE. REFER TO THE AH CORPORATE AND CRISIS MANAGEMENT TEAM MEMBER CONTACTS.
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