HOTEL EMERGENCY PROCEDURES

All hotels are required by law to provide their guests with a list of specific emergency
procedures. Because one of the most common emergency situation in a hotel is a fire,
emergency procedures typically include a detailed map of the floor the room is on and an
outline of the route to the closest exit. Emergency preparedness also includes a list of what to
do once you've evacuated the hotel as well as what to do in the event that you're prevented
from evacuating.

EVACUATION

Hotels often post a room-specific evacuation map on the back of the door to each room. The
nearest exit is marked, as are all other exits on the floor in case the closest one is blocked.
Hotels that don't put individualized maps in each room are required by law to provide general
floor plan maps. Front desk staff may highlight the nearest stairwells and exits to a guestroom
on a paper copy.

Emergency evacuation procedures begin by moving to exit when an alarm sounds, even if
you suspect it's a drill. Before opening the door, you should feel it for heat and look for
smoke coming underneath the door. Barring any smoke or flames, hotel procedures dictate
that you should exit via the safest, shortest route possible. If there's heavy smoke, you should
stay low to the ground. Never use elevators during an emergency evacuation; they may
become stuck mid-descent, or the shaft may fill with smoke. Also, the fire department may
need to use the elevators to assist immobile people.

BECOMING TRAPPED

Emergency procedures for becoming trapped in an area or room inside a hotel begin by first
closing as many doors as possible between you and the fire and then sealing the area by
placing water-soaked towels and sheets over all vents and door cracks. Use the phone, if it
works, to call 9-1-1 and report the fire and your location in the building. Hanging a sheet or a
noticeable item of clothing from the window signals your location, whether or not you're able
to use the phone to call for help.

Breaking windows or opening them more than a few inches can invite flames and smoke
from other openings inside. Fresher air is always near the floor, so protocol dictates that you
stay low. In addition, placing a wet cloth over your mouth and nose helps you breathe better
in a smoky environment.
FOLLOW UP

Often, but not always, hotel emergency procedures request that evacuated guests gather in a
predetermined area--usually in front of the hotel. It's important to report yourself to the
person who's taking roll call of all of the guests on the register so rescue workers won't go
into the burning building looking for someone who has already evacuated.

In situations where it's unclear whether or not the fire department has been called, you should
call 9-1-1 if there's a way to do so. If you believe someone is trapped in the hotel, never
attempt to go back inside. Rather, tell a member of the police or fire department.

CHECKLIST: EMERGENCY EVACUATION

1. Create a written emergency response plan, including clear procedures for evacuation.
Distribute the written plan to all managers and supervisors.

2. Designate specific roles for staff members and make your management team accountable
for implementing the plan.

3. Managers and supervisors, in turn, should document specific departmental and employee
responsibilities.

4. Bring the plan to life through routine staff training and periodic practice drills. Employees
should be trained in hotel evacuation procedures when they are hired and at least semi-
annually thereafter. Evacuation drills should be performed in cooperation with the local
fire department at least annually. Staff performance should be evaluated and any
weaknesses reviewed and follow up training completed.

5. All emergency systems including alarms, emergency lighting, annunciator panels, PA

systems, and the like should be routinely checked and kept in working order on a
documented testing and maintenance schedule.

6. Employees should be taught to treat all alarms as serious. Managers and supervisors must
assure that the “false alarm” syndrome does not set in.

7. Security, or other designated staff members, should always investigate alarms and
communicate immediately with the front desk. If two-way radios are available, they
should be used.

8. Guests with disabilities that might make evacuation difficult should be noted during
check-in and certain staff members should be designated to assist with evacuating these
guests. This requires specific training on assistance techniques.
9. It is very important to decide, ahead of time, on a logical meeting area that is a safe
distance from the building so guests and staff may be accounted for.

10. Preferably, any elevators will be automatically recalled to the first floor and locked out
except for fire department use; if not, then this should be a manual responsibility assigned
to trained personnel.

11. Elevators should be clearly posted with signs that tell guests “Do not use elevators in the
event of a fire alarm - use stairwells.”
12. Assign a security or staff person to meet the fire department and direct them to the fire, if
known, or to the annunciator panel, if available.

13. Guest evacuation procedures should be posted in each room, including universally
understood exit diagrams on the inside of each guest room access door.

14. Signs should be posted to instruct guests on safe behaviours during an emergency alarm,
including advice to check their room door for heat before opening. If hot, they are to stay
in their room and seal door and vent openings with wet towels, and as soon as possible, to
make their way to the nearest stairwell and exit the building.

ERT (Emergency Response Team) Eg: Hotel Shangri La