CHAPTER IV

OCCUPATIONAL HEALTH, SAFETY AND

WELFARE WITHIN THE LODGING
OPERATION
TOPIC 1: OCCUPATIONAL HEALTH
AND SAFETY PROCEDURES
• Occupational Health and safety, also known as OSH is
concerned with the health, safety and welfare of
employees in the workplace . It also includes the
protection of co-workers and family members. There are
some cases where OSH may also include customers,
employers and other people who the workplace may
affect.
• Hotel employees are exposed to different hazards and risks
because of the type of work environment present in the hotel
industry.Employees are then at risk and may possibly acquire
diseases and injuries if precautionary measures are not
observed in the workplace . It is therefore the responsibility of
the management as well as the employees to strictly implement
and follow such occupational health, safety and welfare
practices and procedures in the hotel establishment to ensure
that everyone is safe and secured.
• Reasons why injuries and diseases in the workplace occur
because of the following:
1. UNSAFE ACTS- occur when employees do not conform or depart from
an established standard, rules or policy. These often happen when an
employee has improper attitude, physical limitations or lacks knowledge or
skills. Examples include improper posture when lifting, not using
appropriate gloves when handling chemicals or reporting to work under the
2.UNSAFE CONDITIONS- are the physical or chemical properties of a
material, machine or the environment which could possibly cause injury to
people, damage to property, disrupt operations or other forms of losses. These
conditions could be guarded or prevented. For example, the lack of safety
guards on machinery or the presence of slippery and wet floors.

Thus, accidents and diseases in the workplace can be prevented

by the following:
1. Identifying the risks and then taking the appropriate
preventive measures. Employers are required to conduct risk
assessments to evaluate how work is organized and performed
and to identify potential hazards.
2. Assess the risks to workers.
3. Eliminate or minimize the risks.
4. Educate and train workers in safe work practices and
procedures.
 The common workplace hazards in hotels
and the preventive measures possible

• 1. Cuts- These are among the major risks in the hotel industry. They may
occur from the use of knives and machinery in kitchens, laundry shops and
engineering workshops. Employees may be injured while using or cleaning
machinery/equipment as a result of coming into contact or being trapped
between moving parts. Cuts may also arise from handling broken glass or
porcelain by room attendants. Machinery used in the kitchens and laundries
like mincers, food mixers and ironing machines should be properly guarded.
Where this is not feasible, sensors or two-hand controls can be used. A guard
that is provided but not put in position would not serve its intended purpose.
Regular maintenance would also reduce accidents that result from faulty
machinery. Staff should be encouraged to maintain good housekeeping at the
workplace.
Possible ways to prevent cuts
I. Use Machinery with care
a. Do not wear loose or frayed clothing or jewelry that could get caught
between moving parts.
b. Ensure that safety guards are in place before operating any machinery.
c. Follow the operating instructions from the manufacturer or supplier.
d. Do not try to reach into any moving parts of the machinery with your
fingers. Use a pusher/tool to avoid contact.
e. Make sure equipment are switched off prior to cleaning.
II. Use Knives with care.
a. Use the right knife for the job.
b. Always use a proper cutting board.
c. Make sure the knife is sharp.
d. Store knives in proper racks with the blade pointing down in a visible place.
e. Cut away from your body when cutting, trimming or de-boning.
f. Use protective gear such as mesh gloves.
g. Wash and clean sharp tools separately from other utensils.
2. Struck Against/By Objects. Injuries can occur when persons are hit by hard,
heavy or sharp objects. When materials are not properly stacked they may collapse,
causing injuries to persons nearby. Narrow and cluttered passageways can
contribute to the risk of such accidents. When trolleys and carts are not handled
with care, accidents may also arise.
Ways to Prevent being Struck in the workplace
a. Ensure goods and materials are stacked properly.
b. Make use of the appropriate personal protective equipment.
c. Do not rush through swing doors, especially with trolleys.
3. Burns and Scalds. The use of ovens and deep fryers without due care can cause
burns and scalds. A blast of heat or steam can be released when opening hot oven
doors, saucepan lids, etc. Staff should know the possible hazards and the preventive
measures when handling such appliances or hot liquids.
Possible Ways to Handle Hot Items with Care
a. Organize your work area to prevent contact with flames and hot objects. Don’t reach across hot surfaces.
b. Keep the floors clear.
c. Use gloves for handling hot objects.
d. Ensure safe temperature levels for hot liquid like oil or boiling water.
e. Ensure that the handles of pots and pans do not stick out from the counter or stove.
f. Do not open cookers and steam ovens that are still pressurized.
g. Open lids towards the direction away from you.
h. Open hot water and hot liquid faucets slowly to avoid splashes.
4. Slips, Trips and Falls
Many workplace injuries also result from worker’s slippery floors, tripping over physical
obstructions or falling from height. This could be due to insufficient lighting, poor
housekeeping, wet and slippery floors, and lack of handrails on platforms or staircases,
unsafe use of ladders or carelessness.
Preventing Slips, Trips and Falls
a. Avoid creating obstacles in work areas and floors.
b. Keep floors and stairs dry and clean.
c. Wear footwear appropriate to the type of floor surface like non-slip working shoes
or make use of anti-slip flooring.
d. Ensure carpets and rugs are free of holes and loose edges.
e. Create and maintain proper lighting.
f. Hang power cords over aisles or work areas to prevent tripping accidents.
g. Ensure elevated platforms are guarded against the fall of persons. Provide
alternatives like safety harnesses where physical guards are not feasible.
Safe use of ladders
a. Inspect the ladder before and after each use.
b. Do not use defective ladders e.g. broken or missing rungs: loose hinges, or
missing screws or bolts
c. Set ladders on a stable and level surface using slip-resistant heels or have
someone hold the ladder.
d. Maintain three points of contact when using ladders. “Three points of contact”
means two feet and one hand or two hands and one foot are always in contact with
the ladder.
e. Face the ladder when standing on it and when climbing up or down, gripping two
sides with both hands to maintain a three-point contact.
f. Stay within the side rails. Do not stretch the body to reach spots on either side of
the ladder. Move the ladder to the preferred position instead.
g. Use barricades and warning signs to keep vehicle and foot traffic away from
ladders.

5. Extreme Temperature. Kitchen, boiler room and laundry staff may be subjected
to heat stress from the machinery or equipment used in their workplace. This can
cause headaches, fatigue and discomfort. It may also result in heat related illnesses
such as prickly heat, heat exhaustion (fainting) or heat stroke.
Avoid Suffering a Heat Related Illness
a. Wear appropriate clothing.
 c. Improve the ventilation in the workplace.
d. Be aware of emergency / first aid procedures associated with heat related illness.

6. Electrocution. Electrocution occurs when the human body becomes part of an

electric circuit through which current passes. Electrical hazards include electrical
shock, burns sustained at the point of contact, and injuries due to muscle spasm
causing, for example, a fall from a ladder. Electrical equipment and appliances should
be regularly inspected by a qualified electrician to ensure good working condition.
Ways to prevent electrocution.
1. Handle Electrical Appliances with Care
a. Report any damaged plugs, wires, electrical equipment.
b. Ensure faulty equipment is taken out of use until repaired (label as faulty or remove
the plug to prevent use).
c. Keep power cords away from heat, water and oil.
d. Do not clean electrical equipment with flammable or toxic solvents.
e. Do not overload electrical points.
f. Pull the electrical plug, not the cord.
g. Establish a set of lockout-tag out procedures for the repair and maintenance of
electrical equipment.
7. Chemical Hazards. Some chemicals are hazardous and may be flammable,
toxic, corrosive or carcinogenic. The most common risks are through contact with
the skin or eyes, breathing in or swallowing. Many cleaning chemicals are
hazardous because they are corrosive and can cause burns or rashes from allergy
or irritation from direct skin contact. Volatile chemicals such as solvents can be
inhaled. Chemical spills and splashes may harm the eyes. High concentrations of
vapor or gas can accumulate particularly in poorly ventilated and confined areas. It
is therefore important that employees who work with chemicals are aware of the
hazards.
Chemicals are used mainly for cleaning in hotels. Persons at risk include
housekeepers, stewards, laundry workers and engineering or maintenance
personnel.
Safe work practices when working with Hazardous Chemicals
a. Make sure every chemical has a Material Safety Data Sheet and all
containers are properly labeled.
b. Always follow instructions and information in the use of cleaning chemicals.
c. When handling substances, especially concentrates (if unavoidable), always
wear PPE,
e.g. rubber gloves. If there is any danger of splashing, wear eye protection suitable
for splash risks, e.g. goggles or visors.
d. Ensure that rubber gloves are free from holes, tears or thin patches. If any of
these faults are present ask for replacements immediately.
g. If cleaning chemicals are accidentally splashed onto your skin or eyes, flush the infected area with running water. Seek
medical advice if irritation persists and tell your employer.
h. If you are dispensing powders, always use a scoop; never use your hand.
I . Open windows or air vents for proper ventilation. A suitable fume mask and goggles may also be required depending
on manufacturer’s instructions.
j. Always store chemicals as manufacturers advise, for example away from heat, sunlight, foodstuffs and humans,
especially children.
k. Check chemical containers regularly for damage or leakage.
l. Ensure chemicals are disposed of properly by following the instructions given in the safety data sheet.

9. Biological Hazards. Staff can be exposed to blood and other body fluids through needle stick and other sharps
injuries. They may accidentally get in contact with used needles between bedsheets, under beds, in garbage containers,
and hidden in washrooms. These items could be contaminated with blood and body fluids infected with microorganisms
that can cause diseases. These are known as blood borne pathogens. The blood borne pathogens of most concern are the
human immunodeficiency virus (HIV) and the hepatitis B and C viruses. These viruses cause diseases that can lead to
death.
Preventing exposure to HIV/AIDS, and Hepatitis B and C

a. Wash hands frequently.

b. Never handle broken glass with your bare hands. Use tongs or pliers or a
broom and dustpan to pick up the glass. Place the broken glass in a separate
and secure container.
c. Don’t compress garbage or reach into hands. Remove the contents by
lifting out the bag or liner.
d. Hold garbage bags away from the body.
e. Sheets, bedspreads, towels or linens contaminated with blood or other
body fluids should be handled with care.
f. Contaminated laundry should be appropriately identified.
g. Always wear rubber or latex gloves when handling used linen or cleaning
the bathroom. For protection from blood spatters or splashes into the eyes
or mouth eye and face protection should be worn.
h. If the mucous membranes of the eyes, nose, or mouth are affected, flush with lots of clean water at a sink
or eyewash station.
I. If there is a wound, allow it to bleed freely. Then wash the area thoroughly with nonabrasive soap and
water.
j. If an area of non-intact skin is affected, wash the area thoroughly with nonabrasive soap and water.
10. Ergonomic Stresses.Musculoskeletal injuries are injuries and disorders that
affect the human body’s movement or musculoskeletal system (i.e. muscles,
tendons, ligaments, nerves, etc.). It could be due to a single incident such as lifting
a very heavy load or slipping and falling. However, it is more often due to gradual
wear and tear from frequent and repetitive activities. The chance of sprains and
strains increases with the effort and frequency of lifts, and with the awkwardness
of postures required to access and move these materials. Slips and falls can also
cause serious strains and sprains. Risks for slips and falls include uneven or
slippery floor surfaces, the presence of spilled materials, and excessively worn
footwear soles.

Workplace factors associated with musculoskeletal injuries and disorders include:

A. Awkward postures
Neutral position is when the body is relaxed, lengthened and aligned. Neutral
position can be either sitting or standing.
Preventing disorders from Awkward Postures
1. Use tools that will allow you to work in neutral postures.
•Don’t overstretch yourself. Reach only as high as is comfortable for you. Use
height-adjustable workbenches and chairs.
•Avoid bending over by using lift devices to hold items at waist-height.
 •Use step stools or ladders to avoid reaching overhead.
•Use long-handled tools to decrease reaching and stooping.
2. Store heavier or frequently used items at a height between workers’ hips and
chest to reduce awkward postures when handling these items.
3. Perform work at the proper heights:
•Above the elbows with elbow support for precision work such as cleaning or
sorting.
•At the elbows for light work such as peeling and cutting vegetables.
•Between the waist and elbows for heavy work demanding downward forces
such as cutting or slicing meat.
4. When awkward postures cannot be avoided:
• Take regular breaks
• Perform a variety of jobs to change postures
• Complete forceful actions closer to neutral posture
5. Avoid Awkward Sitting Positions
• Avoid bending forward and to the sides.
• Do not slouch.
• Make sure the height of your chair is just right. Avoid chairs that are too high or too low.
• Ensure proper height for your work table. Do not work with shoulders and arms raised
B. Manual handling
Strains and sprains to the lower back and even the neck and limbs, may occur
among hotel staff involved in manual materials handling activities. Improper
lifting may cause painful back injuries and muscle strain.
Preventing injuries from Manual Handling
1. Assess the weight. Make sure you can lift the load without over-
exertion.
2. Do not lift objects beyond your physical strength. Get help.
3. Use mechanical aids such as trolleys, pushcarts, hoists or
conveyors if available.
4. Push rather than pull.
5. Prepare for the lift by warming up the muscles.
6. Use the muscle power of the legs, not the back when lifting. Stand
over the object and bend your knees.
7. Use a wide stance to gain balance.
8. Keep the load as close to the body as possible.  Keep your back
comfortably straight.
 •Hold the object securely and check for slipping.
•Make sure you can see over the object while carrying it.
•Avoid sudden movements or jerking.
•Avoid twisting and bending to the side while lifting.
•Do not bend over when setting a load down.
9. Small steps are best when walking with a load.
10. Don’t store heavy items in small, confined areas where the worker may not be able to use proper lifting
techniques.
11. Wear proper gloves or other personal protective equipment when handling objects with sharp edges, or
objects that are very hot or cold.
12. Wear safety shoes to protect your feet.

C. Prolonged Standing
Most jobs in the hotel involve standing work for many hours. Standing for a long period
of time can contribute to aches and pain in the lower limb.
Preventing disorders from Prolonged Standing
1. Use foot rails or footrests to be able to shift body weight from one leg to the other to reduce stress on your
back and legs.
2. Change working positions frequently.
3. Controls and tools should be positioned so the worker can reach them easily without twisting or bending. Avoid
overreaching.
4. Wear shoes with well-cushioned insteps and soles to relieve the stress on your knees and back
5. Wear shoes that allow your toes to move freely.
6. DO NOT wear shoes with heels higher than 5 cm (2 inches).
D. Repetitive movements
Repetitive use of the hands and upper limb may cause pain in wrist, elbow and shoulder. Persons at risk include room
attendants, laundry operators and kitchen staff. Preventing disorders from Repetitive Movements 1. Position hand and wrist
comfortably.
Reduce repetition as much as possible by pacing your work at a comfortable rate. Vary your tasks and take a few minutes to do
something that uses different muscles.
Use ergonomically designed tools.
Maintain tools in good working condition to avoid the need to exert excessive force.
Take “micro pauses”. Let muscles rest by pausing for 5 to 10 seconds.
Once in a while, return to an upright posture and let your arms hang loosely by your sides.
 Topic 2: Safety and Welfare
Procedures within Lodging Operation
• Employee welfare includes the schemes that benefits the
employees working in the company. Although it is a costly
procedure for the companies yet it is needed as it helps in
the overall development of the employees.
• The success and growth of any organization or business
depend upon several factors and timely actions taken.
Thus, the most important resources are the employees of
the organization who work hard to achieve the goals of
the organization. Which means that it is an ethical
responsibility of the employer to take extra care for their
employees.
Though employees are paid for the work they perform employers must also
establish measures to ensure the enrichment and welfare of employees. These
are not necessarily in monetary form but may also come in few extra facilities for
the improvement and comfort of the employees. However, since an organization
differs from others, so does the welfare activities will. The following are some
examples of common welfare measures for workers:
-Fixed work hours
-Adequate or sufficient wages
-Avoiding Industrial exhaustion and rest breaks
-Preventing any kind of accidents
-Taking proper health and safety measures
-Avoiding overcrowding of workspace
-Fire protection
-Proper lighting and ventilation
-Eliminate labour discontent
-Employee complaints should be heard
-Educational assistance
-Transportation allowance
-Provision of lunch rooms, cafeterias as well as restrooms and medical services.
-Financial assistance. For example, loan assistance, co-operative savings, mutual benefit plans, pension scheme,
house ownership and the like.
Other important activities may also include:
- Training young recruits
- Working Library
- Work-related books and magazines
- Yearly recreational activities or Team building activities
- Annual celebrations
- Help and consolation fund for worker families in difficulties
- Enquiry commission for conduct related complaints
- Special benefits for women and young employees working
- Accident or sickness insurance
Benefits of Employee Welfare Measures
1. High efficiency. The employee welfare schemes act as a morale booster. When the
employees get an appreciation for what they do, it helps in increasing the work
efficiency of the employees. When work is done lauded by the organization, it proves
lucrative to both the company as well as employees.
2. Boost the morale of employees. The employees work well when they are motivated
to work. If the employers want 100% output form the employees, it is necessary for
them to encourage the employees.
3. To build a competitive edge. It is nice to create a healthy competition work
environment to help in getting the required work from the employees. Thus, there
should always be an equal opportunity for everyone.
4. To get timely result. If companies want the employees to give the result on time or
deliver the work in time, there is a need to give some extra effort by the company so as
to encourage the employees to give timely work. Performance appraisal with welfare
schemes can be the best way achieve it.
5. Improved industrial relation. The employees when benefited, results in good
industrial relations too. Not just the work output is good, but also the amiable relations
are built by the employees when encouraged through various schemes.
6. Mental and moral health are also improved. The employees when given different
facilities at work; it improves mental health as well as helping in becoming a good
citizen. So, it helps in overall development of the employee.
7. Social benefits. The employees also get various social benefits which are
advantageous to the company also. The social benefits increase productivity, production
as well as the work efficiency of the employees.
8. Invites more employees. The employee welfare schemes invite more employees
within an organization. This is one of the good ways of recruiting employees. If your
company has less staff, then these schemes are enough to invite more employees within
the company.
9. Urge to do better. The benefits to the employees urges the other employees to
work better. It creates a competitive edge and helps in the growth of the employees.
The employees who get such schemes may influence other employees to perform better
which creates a competitive environment in the organization.
10. Helps in overall growth of the employee. The schemes are motivating factor to
the
employees and it helps in the overall growth of the employees. Both common
organizational goal
and the personal goals are easily achieved, which benefits not just the company but
also the
members in the company.
11. Retains more employees for more time period. The company needs to establish
schemes to
retain the employees for a longer period of time. This could only be possible with the
 Topic 3. Handling losses of
Guests Valuables
• Generally, the guests usually loss different items during their stay in the hotel. These
items are categorized by the following:
• Valuable items. These items are considered as costly. Examples are jewelry ,
money, laptops, mobiles, cameras and cards.
• Non- Valuable items. These items may include clothes, shoes, bags, umbrella, cosmetics and
perfumes.

• Perishable items. These are the items with shelf life. These may include food, beverages,
vegetables and fruits.
• Operating Procedures in Handling lost and found items of guests.
• 1. Any service personnel who finds any item left behind by guests in guestrooms and or other parts of the hotel shall
bring the said item to the Housekeeping for safekeeping. Failure to do so is an offense and subject to disciplinary action.
• 2. The office staff who receive the item/s shall do the following:
• 2.1 Fill up the lost and found (L&F) receipt slip in triplicate (Exhibit 1.)
• 2.2 Wrap the item and attach the original copy of the L &F receipt.
2.3 Give the 2nd copy of L & F receipt slip to the finder for it will be presented upon claiming the unclaimed item of
the guest.
2.4 File the 3rd copy of the L&F slip at the Housekeeping Department and records the recovered item in the Lost and
Found logbook.
3. Lost and found item shall be kept in the designated safekeeping vault:
a. 2 to 6 days if it is a perishable food, fruits etc. The items can be released
according to the discretion of Housekeeping Manager.
b. 6 months for non-valuable items like cloths, towels, bags etc.
c. One (1) year for valuable items. The items can be released according to the
discretion of the manager.
*The grace period may vary depending on the policy of the hotel.
4. Efforts have to be taken to inform the possible owner of the lost item. In case of
group bookings, the organizer shall be informed.
5. If items are not claimed after the grace period set for claiming the said item, the
hotel management has the option to award it to the finder.
6. Upon endorsing the item/s, the finder shall sign in the lost and found logbook.
7. When a claimant appears to claim the item, the custodian of lost and found item must
do the following:
a. Check the name and identity of the finder. Ask for proper identification.
b. Ask him to describe his lost item and compare it with the one inside the
vault.
c. If the identity of the item and the guest is confirmed, surrender the lost item
to the claimant.
d. Ask claimant to sign the acknowledgement receipt of the item.
 Topic 4. Handling Suspicious
Objects and Persons
• In ensuring that guests and everyone who stay in the hotel are safe and secured, the hotel or
lodging establishment observe standard operating procedures in emergencies like handling
suspicious objects and persons. The company therefore are held responsible for any
discrepancies in the implementation of safety and security.
• Operating Procedures in Handling Suspicious Objects and Persons
• Suspicious looking persons and objects are to be reported to security office or duty manager
immediately for proper investigation.
1. In the event that a suspicious object is found in the premises of the hotel, the following shall
be undertaken:
1.1 Do not touch the object nor open it for it may be a bomb that will explode.
1.2 Report the matter to the security office (if there is one) or the duty manager.
1.3 Security office or duty manager will coordinate with bomb experts to check the object.
 1.4 If the object is proven to be a bomb or explosive, the surrounding areas around the explosive shall be cordoned.
1.5 Guests occupants within the affected area will be asked to vacate the said area.
1.6 A bomb disposal squad shall be asked to handle the emergency.
1.7 Caution everyone to calm down and assure them that everything is under control. Note: A suspicious object is one
that is not supposed to be in its place. For instance, an unidentified package inside a bathroom or guestroom, a gift
item for a guest from unidentified person, a package with a tinkling sound similar to a watch, a package or bag in
plant boxes or in hidden areas etc.

2. When suspicious looking person is seen in the hotel vicinity, the following steps should be done:
2.1 The concern hotel personnel should fill out the log book. Indicate the date, time, location where the suspicious
person is seen, physical features/ description of the person and other important information.
2.2 After which, it should be reported immediately to the security office or duty manager for proper action.
General Safety and Security Measurers for Guests
1. If possible, all entrances to the hotel should be secured with a full-time security
guard. Entrances without guards should be locked to prevent the entry of suspicious
and unauthorized personnel.
2. Provide roving guards who will monitor movements within the hotel premises,
particularly in guestrooms and surrounding areas. In some hotels, there is a floor
guard in every floor or area who logs down and reports movements in the guestrooms
like entry of visitors (including the date, time and description of their guests).
Many losses in guestrooms are due to theft wherein the joiner is the culprit. When
the hotel is able to monitor movements of people in the room, it is easy to track down
who is responsible for thefts or crime. 3. Suspicious looking persons
and objects are to be reported to security office or duty manager immediately for
proper investigation.
4. In the event that a suspicious person/object is seen, the concerned personnel should
to strictly follow the procedures mentioned above.
5. Inside the hotel guest’s identity, room number or whereabouts should not be
revealed to anyone unless advised to do so by the guest especially when there is an
expected visitor by the guest. Usually, the guest will give instructions when they are
expecting someone. Ask them the complete name of their expected visitor. More strict
measures should be taken to secure dignitaries, VIP’s government officials.
The following measures are designed to protect guests from their possible enemies who may be in disguise as a visitor.

In the event that an unknown visitor asks for the room number or whereabouts of a guest, do not reveal it. Instead do
the following:
5.1 Ask the guest’s name, “ May I have your name please?”
5.2 Do not just say “Just a moment” as this gives an impression that the guest is really around. Simply say. “Let me
check if he is in the hotel right now. Is he expecting you today?
5.3If you are a room boy or housekeeper, refer the matter to the front desk disposition.
Tell the guest. “ May I suggest that you see or call the front desk about that matter.”
5.4. If you are the desk clerk or telephone operator, do not give the room number, do number
then call the guest and say: “Mr. Guest, a Mr./Ms. _________ is looking for you. Are you expecting someone
today?
If the guest says yes, ask, “Would you like to meet him/her at the lobby or advise him/her to go to our room?”
5.5 If the visitor is not known to the guest and appears to have suspicious motive, do not allow the visitor to locate
the guest. Make an alibi saying like” I am sorry but Mr./Ms. _____ does not seem to be in the hotel. Would you
like to leave a message?” (this is done to protect the guest without sounding offensive to the visitor).
6. All calls of house guests should be screened.
6.1 Ask for name of caller.
6.2 Verify with the called party if he wants to entertain the call.
6.3 Turn over the line to the guest only if he says he wants to receive the call.
7. Advise guests or visitors (especially foreigners) not to entertain people nor transact business unknown and suspicious
persons.
8. If you notice a suspicious joiner leaving the rom of a guest, make it a policy to check with the guest, make it a policy to
check with guest if he has no missing valuables before allowing the joiner to leave the hotel. There are occasions wherein
guests become victims of syndicate (usually done by a joiner) who lull the guest to sleep with drugs (usually mixed with
drinks) and then the visitor robs guest valuables.
Part of the security policy in some hotel is for the floor/area guard to alert the lobby guard that a joiner just left a hotel room
and must be on hold until the joiner is cleared of possible theft in the room.
If there are no guards, a room boy or supervisor can call the guest directly in his room and say: “ Mr/Ms Guest, your visitor
just left your room. Is everything ok with you? Would you like to check your valuables?”
If nobody answers in the room, report it to the duty manager, who will put the visitor on hold at the lobby; have the room of
the guest opened to check his condition. Appropriate action must be taken if the guest has robbed.
9. During room make-up and housekeeping always be on alert for safety hazards found in guestrooms or elsewhere. A
safety hazard is anything that can cause accidents, fires or injury like: dangling wires, open electrical outlet, frail cords,
broken tiles etc.
Any observed safety hazard shall be reported immediately to the supervisor who will call facilities maintenance for proper
action.
Rooms with safety hazards should not be sold for occupancy until the defect has been corrected.
 Topic 5: Nature of Emergencies

•An emergency is a situation that poses an immediate risk to health, life, property, or environment. While some
emergencies are self-evident (such as a natural disaster that threatens many lives), many smaller incidents
require that an observer (or affected party) decide whether it qualifies as an emergency.

•Example of an occupational health and safety factor includes chemicals, Biological agents, Physical
factors, adverse ergonomic conditions, allergens a complex network of safety risks and a broad range of
psychosocial risk factors. Personal protective equipment can help protect against many of this hazards.
•Thus, to avoid such emergencies, the first step is to develop an emergency response plan which aims to
conduct a risk assessment to identify potential emergency. An understanding of what can happen will
enable you to determine resource requirements and to develop plans and procedures to prepare your
business.
Tips in Writing an Emergency Action Plan
1. Do not store your action plan in electronic form only; make sure hard copies are readily available.
2. List the location of important utility shutoffs and include digital photos of it to locate quickly and easily.
3. List any equipment or machinery that must be shut down in an emergency and name of person(s) who has the
responsibility of doing it.
4. Have each department review all pertinent parts of the plan to ensure accuracy and workability.
5. Conduct periodic drills to ensure employees know what to do in an emergency.
6. Be sure to include provisions in the plan for inspectors to the facility.
7. List in plan the location of special equipment to be used and emergency supplies (food, water etc) in the event employees
are stranded at the facility.

Emergency Action Plan should include the following minimum requirements:

1. Emergency Coordinators should be designated. The employer should designate at least one or more coordinators and
backup coordinators with clearly delineated responsibilities in developing procedures; assessing situations; calling for medical
rescue, or fire assistance; declaring neighboring business/buildings about the nature of the emergency of emergency; and
directing the shutdown of operations.
2. Worksite leaders. Team leaders ensure that the planned operations and procedures are followed in their areas, including:
2.1 Procedures to be followed by employees who remain to operate facility operations before they evacuate.
2.2 Procedures to account for all employees after emergency evacuation has been completed.
2.3 Training for people who will assist with evacuation
3. Floor plans. Floor plans or workplace maps that clearly show multiple escape routes and refuge areas should be included
in the EAP, posted in several high-traffic locations and given to local first responders.
4. Employee warning system/ communication system. Set up system that will reach employees everywhere in the workplace
with instructions and information on emergency information. If there are workers who are hearing impaired or do not speak,
make contingency plans, such as the use of flashing lights or other visual signals.
5. Accounting for employees. It is important to designate an area away from workplace where employees can assemble
following an emergency in order to see who is accounted for and who might be missing. Also designate cellular or out-of-
area numbers where employees can leave an “I’m OK” message.
6. Evacuation of the disabled. Determine how self-identified blind, deaf or disabled employees are to be evacuated or taken
to areas of refuge.
7. Medical aid/first aid. OSHA requires that at least one on-site person be adequately trained to provide first aid unless
there is healthcare facility for treating injured employees and guests within 3 to 4 minutes for life-threatening emergencies
and medical personnel be identified for consultation.
8. Fire prevention plans. The OSHA Act also requires written fire prevention plans.
9. Workplace violence. Employers should consider the possibility of workplace violence when creating EAPs. Select a
code word that employees can use to indicate there is a threatening situation.
10. Temporary employees and contractors. Temporary employees and contractors should be given a shortened presentation
that includes emergency evacuation routes, hazardous substances on-site and any other information needed to avoid injury
and lessen the company’s liability from possible worker’s compensation.
To implement such plan effectively, management should establish the following:
1. An employer must have and maintain an employee alarm system.
2. An employer must designate and train employees to assist in an safe and orderly evacuation of other employees.
3. An employer must review the EAP with each employee covered by the plan.
In the event of an emergency the responsibility of the control organization is to follow a system of procedures to organize
and supervise occupants to ensure, as far as its practicable, the safety to persons and property and its necessary, the orderly
movement of people and safe evacuation from a danger zone.
Four phases of emergency management
Emergency managers think of disasters as recurring events with four phases. This is considered as the preparedness cycle
which is an important organizational tool.
1. Mitigation. This phase includes actions taken to prevent or reduce the cause, impact and consequences of disasters.
2. Preparedness. This includes planning, training and educational activities for events that cannot be mitigated. Examples
include:
- Developing disaster preparedness plans for what to do, where to go, or who to call for help in a disaster
- Exercising plans through drills.
-Creating a supply list of items that are useful in a disaster.
3. Response. The response phase occurs in the immediate aftermath of a disaster. Personal safety and well-being in an
emergency and duration of the response phase depend on the level of preparedness. Examples include:
-implementing disaster response plan
- conducting search and rescue mission
4. Recovery. During the recovery period, restoration efforts occur concurrently with regular operations and activities. The
recovery period can be prolonged. Examples of recovery activities are:
-preventing or reducing stress-related illnesses and excessive financial burdens
 -rebuilding damaged structures based on advanced knowledge obtained from the proceeding disaster
In addition, 3 Cs when dealing with an emergency is also important to keep in mind. It is a first thing to do during
emergency situation. Follow the three Cs Check, Call and Care first, survey the scene for any possible hazards.
Emergency management is important for it is considered as the managerial function charged with creating the framework
within which communicates reduce vulnerability to hazards and cope with disasters vision. It seeks to promote safer, less
vulnerable communities with the capacity to cope with hazards and disasters.
Topic 6: Dealing with Bomb Threats

•Bomb threat is a threat to signify that an explosive or incendiary device may cause property damage, death or injuries. In
lodging operation, bomb threat call is usually received by the telephone operator of the hotel. The telephone operator must
be therefore very discreet in handling bomb threat and other related calls in as much as the security of the hotel and its
occupants are at stake.
•When a bomb threat is received by a telephone operator, should do the following:
1. Keep the caller on line as long as possible to be able to get as many important information.
2. Ask important information and note them down in a bomb threat call sheet (Exhibit 2). Questions to ask include:
1. Where is the bomb?
2. What kind of bomb?
3. When is it set to explode?
4. Where are you?
5. Who are you and why are you doing this?
 3. Inform the duty manager right away and give him the details.
4. Duty manager will coordinate with the security office (or with the police if they have no security office) for appropriate
action. Usually a bomb disposal squad is sent to make bomb search. If needed there is a bomb, the affected areas are
condoned.
5. If the presence of the bomb is confirmed, the affected area is condoned and the occupants are advised to vacate the area.
Exhibit 2. Bomb Threat Call Sheet
Crown Royal Hotel
Bomb Treat Call Sheet
Telephone Exchange Section

Time of call: ______________________ Date:___________

What bomb is set to explode : _______ Time set to explode: _________Where:____________
Characteristics of Caller
Sex: _________ Voice/Sound language:___________
Temperament/disposition/others: ________________________________________________________
Background-noises. Sounds etc. ________________________________________________________

Possible location of caller: ________________________________________________________

Given reasons for installing the bomb: ____________________________________________________ Other observation________________
 Topic 7: Natural Disasters

• Natural disasters are a sudden catastrophic event caused by natural processes of the Earth. Thus,
many natural disasters are the result of natural geological and metrological processes of the Earth,
human activities such as forest degradation, pollution, engineering and construction are also
altering natural systems dramatically and destabilizing climate, resulting in such disasters.
1. Hurricane
A hurricane (also called tropical cyclone or typhoon) is a giant, spiraling tropical storm characterized by a low-pressure
center and a spiral arrangement of thunderstorms that produce heavy rain and strong winds. Wind speeds in a hurricane can
reach up to 300km/hr in very severe occurrences and can cause over 9 trillion liters of rainfall per day! The center of a
hurricane, also called its eye, is typically about 30-65km in diameter and notoriously calm. The outer edge of the eye, called
the eyewall, is where the greatest wind speeds and highest precipitation occur. Hurricanes cause far greater damage to coastal
regions and typically weaken over land.
2. Drought
A drought is a continuous or extended period of dry spell caused by lack of rainfall and other forms of precipitation.
Depending on the severity, droughts can last up to a month or several years and have an adverse impact on the ecosystem,
agriculture and economy of the affected areas. A drought can result in prolonged shortages in water supply and loss in water
quality, loss of biodiversity and agricultural output, creation of deserts, famines and malnutrition, increased pollution levels
and diseases as well as mass migration and displacement of human and animal life.

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3. Volcanic Eruption
Volcanic eruption is a natural event in which lava, ash and many gases are expelled from a volcanic vent. There are many
different types of eruptions but in terms of activity, can be categorized as either explosive or effusive. Explosive eruptions
are primarily gas-driven explosions that propel magma and fragmented lava. Effusive eruptions, however, involve
outpouring of lava as a thick, sticky liquid without a significant eruption. The Volcanic Explosivity Index (VEI) is a scale
from 0 to 8 that measures the strength of volcanos and is similar to the Richter Scale used for Earthquakes, where every
interval represents a ten-fold increase in magnitude.

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4. Flood
A flood is an overflow of water from lakes, rivers or oceans that submerges nearby land. Floods are of various types such as
Over-bank or Riverine (caused by overflowing of rivers), Flash Floods (caused by rapid rise of fast moving water in a very
short time frame), Coastal flooding (often caused by thunderstorms, hurricanes and tsunamis) and Catastrophic floods
(caused by engineering or infrastructural failures such as collapse of a dam). Floods can take on severe levels and cause
massive destruction to life, property and economy of the affected area.

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5. Earthquake
An earthquake is a sudden release of energy in the Earth’s crust caused due to tectonic plate movements. The movements
generate seismic waves and result in a perceptible shaking of the
Earth’s surface that can be violent enough to destroy entire cities. While earthquakes are generally caused by rupture of
geological faults, they can also be caused by volcanic activity, landslides, mine blasts and nuclear tests. The point on the
ground directly above the origin of the tremor is called the epicenter and is the worst affected area. The magnitude of an
earthquake is measured using the Richter Scale and based on current instrumentation, it is estimated that 500,000
earthquakes occur each year around the world!
6. Tsunami
Tsunami, literally meaning “harbor wave”, is derived from the Japanese words tsu (meaning harbor) and nami (meaning
wave). A tsunami is a series of giant water waves generated by water displacement generally occurring in oceans. This water
displacement can be caused by a number of reasons such as earthquakes, volcanic eruptions, landslides and glacier calving.
Tsunamis are also sometimes referred to as tidal waves because they initially resemble a rapidly rising wave, though they
aren’t actually tidal in nature. In the open ocean, they travel up to 800 km/hr but appear only a foot or so in height, making
them difficult to detect. As they approach the coastline and enter shallow waters, they slow down but gain in height,
smashing into land with waves as high as 100 feet or more and causing massive destruction to life and property.

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7. Tornado
A tornado, also known as twister or whirlwind, is a violently rotating column of air that is in contact with the Earth’s surface
as well as a thunderstorm cloud. Appearing as a large spinning funnel, a tornado is often encircled by debris and dust. While
most tornadoes have wind speeds less than 180 km/hr and stretch about 80 meters across, the more extreme tornadoes can
attain wind speeds of more than 480 km/hr and stretch more than 3 km across. Tornadoes have been recorded on every
continent except Antarctica but are more prominent in North America. The strength of a tornado was earlier measured using
the Fujita scale (F-scale), but are currently measured using the Enhanced Fujita scale (EF-scale), which comprises of 6
categories from EF0 to EF5 and a tornado is classified into one of these categories based on factors such as wind speed and
damage indicators.

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8. Wildfire
Wildfire is an uncontrollable fire in combustible vegetation (such as forest or grass) that occurs in a woodland or the
countryside. Depending on the kind of vegetation where the wildfire occurs, it may be classified as forest fire, grass fire,
bush fire, hill fire or desert fire. Wildfires may be ignited due to various reasons such as lightning strikes, volcanic eruptions
or spontaneous combustion in hot and dry climate due to substances with low ignition temperature such as hay, straw and
peat. Wildfires may also be caused by humans through unattended campfires, cigarette butts, sparks from equipment and
slash-and-burn clearing. The severity of a wildfire depends on flammable material present, weather conditions, vegetation
density and topography of the area.
9. Avalanche
An avalanche, also called a snow slide or snow slip, is a rapid flow of snow down a sloping surface such as a mountainside.
Avalanches are caused when the snowpack (or layers of accumulated snow) is disturbed or weakened by events such as new
or heavy snowfall, deforestation, earthquakes or even natural movement of animals. Avalanches may be slow to pick up but
once initiated, they accelerate very quickly and grow in mass and volume as they entrain more snow and flow down the steep
slopes. Although composed primarily of flowing snow and air, avalanches can also entrain rocks & trees and their destructive
capability is the result of their potential to carry enormous masses of snow at very high speeds. They are mainly of two types:
loose snow avalanches and slab avalanches.

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THANK YOU!