COMMUNICATION All hotel guests displaying symptoms must be asked to stay in their rooms and hotel associates must not enter their rooms. Communication is to be done by telephone or through the guest room door. • Communicating with the guest - See Sample Guest Letters in this section: a. FIRST REPONSE: The GM is to issue a First-Response Letter to the guest within 24 hours of receiving an illness complaint. b. WITH SAMPLE / no fault: The GM will issue a Sample Available Letter to the guest as soon as the investigation has been completed; OR c. NO SAMPLE / no fault: The GM will issue a No Sample Available Letter to the guest. d. UNDETERMINED FAULT: Only with General Counsel approval, the General Manager will issue an Undetermined Fault letter if ALL of the following circumstances apply: • Food History and Operations Checklist Form is satisfactory.
• Satisfactory food sample results are received or no samples available. • This is an isolated incident, and no other incidents are reported. • There are no reported illnesses involving food-handling Associates.
• The Undetermined Fault letter will notify the guest that the investigation does not indicate that the cause of the illness cannot be directly related to the hotel. In other words, the investigation did not exonerate the hotel, nor did it reveal a directly attributable fault. • In all other cases, Refer to your VPO for assistance: − Laboratory results have failed or seem suspicious. − The Food Operations Checklist highlights a failing. − Local Food Safety / Heath Authority Inspectors are involved. − Many guests were involved. − There is a potential claim or legal action. • Maintain a communications log to document interactions with guests or Associates during an Outbreak.
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