MODULE 2: PREVENTATIVE
PROCEDURES FOR SAFETY
AND SECURITY
LEARNING Provide safety and security information to
■
customers.
OUTCOMESConduct appropriate safety and security
■
checks and control procedures.
■ Be proactive in routine identified risks and
security breaches.
■ Be vigilant for suspicious person and
abnormal situations.
■ Seek help for the appropriate safety and
security needs of customers.
■ Inform authority of serious potential risks,
safety hazards, and security breaches.
■ Document appropriate safety and security
actions.
A. PROVISION SAFETY AND SECURITY
INFORMATION TO CUSTOMER
An important aspect of following preventative safety and security procedures is the
provision
Of safety and security information to customers. Tourism and hospitality-related
businesses
need to be proactive in relation to safety and security for the following reasons.
• To discharge and demonstrate compliance with legal obligations;
• To give customers confidence in their choice of provider and what they are about to
experience;
• To inform, advise, assist, and educate the customers;
• To prove those leading the trip, tour, or event have undertaken sufficient and
relevant planning,
Know what is expected/going to happen, and have prepared approximately;
• To help ”the scene” for the experience the customers are about to have;
• To demonstrate proof and claims made about safety and security in fact/in practice
underpinned
by actual/practical action; and
There will commonly be a pre-departure/on-departure briefing which
will provide the opportunity for the tour guide /tour leader to address
the following when providing safety and security information to
customers;
• Distributing safety and security information through
handouts/information sheets, video/DVD and/or posters
demonstration, and real examples;
• Verbally discussing terms and discussions as it is standard for many
organizations to require their sales staff
or tour guides/tour leaders;
• Advising costumers to take reasonable care for their own safety and
security;
• Demonstrating safety and security practices and;
• Encouraging and answering questions from customers relating to
safety and security.
B. DESIGNATED SAFETY AND SECURITY
CHECKS
In relation to the requirement to conduct regular safety and security checks, the
following generally
Applies;
• A checklist is usually prepared to guide the actions required and ensure nothing is
missed.
• The checklist may have to be completed and signed as proof the checks have been
undertaken.
• An attempt should be made to ensure tour group members and others see/know
these checks
are being conducted-it helps to reassure them and also serves to deter problems.
• Checks can be required multiple times per day– for ex., morning and late
afternoon/early evening
and/or at night: attention should be paid to avoiding “same time every day” so as
to avoid making
checks predictable.
The following are representative examples of safety and security checks which
may need
to be made on tour;
Monitoring of customer and their actions—this is an ongoing requirement on
all trips/tours.
It needs to be done so action can be taken to address unacceptable or unsafe
behavior
Performing regular and ongoing checks—these need to be a combination of
1. Physical checks
2. Visual checks
Monitoring weather and other environmental conditions
Patrolling perimeters---this involves foot patrols of (for examples):
1. Camp sites;
2. Vehicles; and
3. Rooms and sites.
Investigating and/or responding is required:
1. Requests from tour groups members;
2. Alarms; and
3. Suspicious, unusual, or unexplained sounds, smells, or sights.
C. REQUIRED SAFETY AND SECURITY CONTROL
PROCEDURES
The following need to exist to enable effective adherence to requirements:
• Written policies, procedures, plans, and other protocols.
• Training to explain requirements.
• Practice to enable implementation of practices.
• Constant vigilance—tour guides/leaders must maintain “situational
awareness by :
o Observing what is taking place;
o Listening to what is happening/being said;
o Monitoring the environment; and
o Predicting possible problems, threats, and difficulties.
• Taking action when the need to do arises—it is never acceptable to
identify a problem issue, threat, danger, or an unacceptable situation
and ignore it.
Use the list below as a basis for implementing primary control safety
and security procedures while on tour:
i. Know the starting information
ii. Conduct a comprehensive pre-departure briefing
iii. Walk the talk
iv. Start the tour/trip on time
v. Keep groups together
vi. Oversee activities and direct actions
vii.Provide personal protective clothing and equipment
viii.Adhere to local safety and security guidelines
ix. Comply with prepared plans for safety and security control
D. ACTIONS TO ADDRESS ROUTINE
IDENTIFIED RISKS
AND SECURITY BREACHES
When tour guides identify on tour risks and/or security breaches, they will be
expected to implement established responses to the individual nature of the
issue. Specific responses will depend on the particular circumstances but can
expected to include the ff. generic solutions.
• Notify/advertising tour group members of the situation;
• Providing safety and security of costumers and employees on an ongoing
basis;
• Limiting actions of costumers;
• Controlling actins and access of group and/or individuals to activities, areas,
vehicles, and other destinations;
• Preventing tour group members from engaging with activities if they are
physically unsuitable, ill, or otherwise impaired;
• Removing participants from danger, activities, or locations if they
are at risk or putting themselves in harm’s way;
• Removing certain people from the tour—if their ongoing
behavior/actions is contrary to stated/expected behavior as
stipulated “terms and conditions” of the trip/tour; and
• Changing the itinerary—as required by the emergent risk or
security breach’
E. ON SUSPICIOUS PERSONS AND
ABNORMAL
SITUATIONS
Standard procedures will exist to guide actions when on tour to
investigate suspicious persons and abnormal situations. All
employees should be tuned-in to the presence of anyone who
displays suspicious behavior, and be on the lookout for any
occurrences that could be deemed as suspicious. It is essential to
consider the security of tour group members (and staff) as a high
priority on all tours/trips at all times. Many issues can be avoided
simply by making potential perpetrators/offenders aware their
presence in and around the tour/camp has been observed and
noted. The essence of this requirement is “PREVENTION IS
BETTER THAN CURE”
i. Suspicious behavior
ii. Abnormal situations
In any of these cases, responses should embrace the following
concepts and actions:
• Use common sense;
• Act—never ignore a situation but always avoid overreacting;
• Never take action which will pose a threat/danger to sell or the tour
group—never try to be a hero;
• Think before acting;
• Take notes and/or photographs—if safe/practical to do so, capture
evidence; and
• Notify and involve relevant others—appropriate persons to
advise/include may be security staff, local
authorities, or any other staff member.
. ASSISSTANCE TO ADDRESS SAFETY AND SECUR
NEEDS FROM RELEVANT PERSONNEL
When on tour, instances can occur, when it becomes necessary to seek assistance from
other people to
help address safety and security needs. No staff member is ever expected to deal with a
emergency on
their on. There are always others who can help, and it is to be expected that these peopl
are contacted
And asked to assist as required. It is also expected that assistance is obtained as soon as
possible when
an emergency is identified: in practice, this means getting help immediately. When deali
with any type
of emergency, it is vital that tour guides, tour staff, and tour leaders do not place
themselves at risk or do
anything to endanger those on tour.
Seeking assistance might mean calling:
• Fire department
THANK YOU
Juspher Codillo
Sandralyn Quitoriano
April Plaida
