AI Emergency Situations Manual June 2019

Archipelago International Emergency Situation
ARCHIPELAGO INTERNATIONAL
INDONESIA
EMERGENCY SITUATIONS
MANUAL
June 2019
Archipelago International Indonesia,

Wisma Staco, 3rd floor, Suite 100,
Jl. Casablanca Kav 18
Jakarta 12870
T: 021 8318800 F: 021 8317180
www.ArchipelagoInternational.com
www.Archipelago-International.com
www.ArchipelagoBaliHotels.com
www.AlanaHotels.com
www.KamuelaVillas.com
www.QuestHotels.com
www.NeoHotels.com
www.FaveHotels.com
PRIVATE PROPERTY 1
Contains private and/or proprietary information.

May not be used or disclosed outside Archipelago International except pursuant to
a written agreement
OBJECTIVES OF THE MANUAL
This Departmental Operational Manual is to be used by all department staff members. It

explains our department policies and procedures, rules, regulations, and standards of
performance.
The manual includes definitions of the operational function of each department section and the
scope and duties of each team member.
By referring frequently to the manual, we can ensure that we maintain a consistently high
standard of performance in our daily operations.
To be an effective tool, employees, department and division heads, and the general managers
should constantly review the manual. All suggestions received from staff members on ways to
improve the manual will be carefully considered and changes implemented upon approval.
UPDATING THE MANUAL
The organizing of the Departmental Operational Manual is one of the key responsibilities of
Division Heads and their respective Heads of Departments. The General Manager will approve
the manual.
Information contained in the manual should be updated at least once a year.
Manuals are updated using the following procedures:
1. The Head of Department reviews materials contained in the manual to determine whether
updates are needed.
2. A complete review of the manuals must be performed annually by March 31.
3. Bring recommended changes to the attention of the Division Head or executive member.
4. The Division Head approves changes and proposes them to the General Manager.
5. Once the changes have been approved, the Division Heads implements them.
PRIVATE PROPERTY i

a written agreement
MANUAL REVISION & APPROVAL RECORD
SECTION REVISED
DATE DEPT HEAD G.M.
COMPLETED REVISION SIGNATURE SIGNATURE
SECTION PAGE#S
AUTHOR’S NAME
PRIVATE PROPERTY ii

a written agreement
TABLE OF CONTENTS
TOPIC ITEM PAGE

NUMBER
Objectives of & Updating the Manual i
Manual Revision & Approval Record ii
Table of Contents iii
Purpose of Fire Guidelines 2
Activities/Events Immediately Following Fire
3
Alarms Activation
Hotel Personnel's Immediate Response to Fire
Alarms:
A. Telephone Operator 4
B. Assistant Manager 5
C. Duty Engineer 6
D. Housekeeper 7
E. All Other Managers 8
Guest Evacuation Plan 9
Evacuation of Hotel:
A. Emergency Assembly Area 10
FIRE EMERGENCIES B. Evacuation Procedure 11
C. Exits / Evacuation Routes 12
D. Personnel Responsibilities in
Evacuation:
1. Front Desk 13
2. Bell Staff 14
3. Housekeeping & Maintenance 15
4. Security 16
5. Manager on Duty 17
Evacuation of Restaurants:
1. Manager in Charge 18
2. Kitchen Manager in Charge 19
Purpose of Medical Response Procedures 21
Minor Accidents 22
Major Accidents 23
General Procedures:
MEDICAL
EMERGENCIES 1. If an Employee is Notified of a Medical
24
Emergency
2. If an Employee Discovers a Medical
25
Emergency
PRIVATE PROPERTY iii

a written agreement
TABLE OF CONTENTS
TOPIC ITEM PAGE

NUMBER
Objectives of Response Guidelines 27
Responsibility 28
Overview 29
Employee Procedures
ARMED 1. Preventative Actions 30
ROBBERY 2. If a Robbery Occurs 31
Security Procedures 32
Incident Report 33
Robbery Description Checklist 34
Primary Objectives 36
Key Personnel Involved 37
Assignments
1. General Manager / Property Manager 38
2. Hotel Managers / Executive Assistant
39
Managers
3. Chief of Security 40
CIVIL UNREST 4. Chief Engineer 41
5. Front Office Manager 42
6. Executive Housekeeper/Housekeeping
43
Managers
8. Accounting Division Manager 44
9. Purchasing Manager 45
10. Human Resources Division Manager 46
11. Reservations / Front Office 47
12. Chief Concierge 48
If Fire Occurs 49
Objectives 51
Responsibility 52
General Information 53
Employee Procedures: 54
A. Hotel Operator 55
B. Maintenance / Security 56
BOMB THREATS C. Manager on Duty 57
Search Methods 58
Equipment to Use in a Search 59
Bomb Location 60
Bomb Explosion 61
Points to Remember 62
Bomb Threat Checklist 63
PRIVATE PROPERTY iv

a written agreement
TABLE OF CONTENTS
TOPIC ITEM PAGE

NUMBE
R
Objectives of Earthquake Emergency Response Guidelines 66
Responsibility for Observance of Earthquake Guidelines 67
General Information 68
Dangers of an Earthquake 69
Earthquake Emergency Planning 70
Actions During an Earthquake 73
Actions After the Earthquake 75
Evacuation Procedures 77
EARTHQUAKE Exits / Evacuation Routes 78
Emergency Assembly Area 79
Personnel Responsibilities & Roles:
80
A. Front Desk
B. Bell Staff 81
C. Housekeeping & Maintenance 82
D. Security 83
E. Manager on Duty 84
Emergency Supplies Inventory 85
Purpose of Response Guidelines: 87
A. Electricity
1. Supply
2. Alternative / Back-up Supply 88
3. Generator Fuel Reserves, Capacity &
Consumption
4. Generator Fuel Tanks
5. Generator Tests 89
6. Alternative to Generators
7. Housekeeping Department Actions in
LOSS OF PUBLIC 90
Electrical Blackout
SERVICES 8. Assistant Manager Electrical Blackout Plan 91
B. Elevator Malfunction & Failure
1. Assistant Manager Action Plan 93
2. Housekeeping Action Plan
C. Computers
1. UPS Battery Backup for Select Computers
94
2. File Backup
3. Assistant Manager Action Plan
D. Switchboard / PABX Failure 95
E. Sewage / Waste Water Drainage 96
F. Water 97
PRIVATE PROPERTY v

a written agreement
TABLE OF CONTENTS
TOPIC ITEM PAGE

NUMBER
(continued on Water…)
1. Source 97
2. Housekeeping Action Plan 98
LOSS OF PUBLIC 7. Gas 99
SERVICES 8. Food
(continued) A. Dry, Refrigerated & Frozen Stores
B. Food Preparation – No Deliveries / Property
100
is
Isolated
C. Food Preparation – No Gas Supply
9. Daily Consumption 101
PRIVATE PROPERTY vi

a written agreement
FIRE
EMERGENCY RESPONSE
GUIDELINES
POLICIES & PROCEDURES
PRIVATE PROPERTY 1

a written agreement

Emergency Response Guidelines
Emergency : Fire
Topic : PURPOSE OF FIRE GUIDELINES
To ensure:
➢ The highest levels of guest and employee safety, and
➢ That property facilities and contents are protected to the maximum extent
possible.
PRIVATE PROPERTY 2

a written agreement

Emergency : Fire
Topic : EVENTS/ACTIVITIES
IMMEDIATELY FOLLOWING FIRE ALARM
ACTIVATION
1. The general alarm will sound.
2. Air conditioning will shut down; but fans will still operate in the fire stair area. This will
re-set once the fire system is re-set.
3. Gas supply to kitchens will be cut off and will have to be restored after the “All Clear” sign
is given.
4. Visual and audio fire signals will start in the stairwell.
5. All elevators immediately return to lowest level. Only clearing the alarm or using the
fireman service key can reactivate the elevators.
6. The Fire Department is automatically notified.
7. The Operator calls the reported alarms of fire to the following persons utilizing the call list
form:
(1) ERT(Emergency Response Team)
(2) Fire Department
(3) Engineer on Duty
(4) Front Office Manager / Front Desk (FOM / FO)
(5) Housekeeper on Duty
(6) General Manager (GM)
PRIVATE PROPERTY 3

a written agreement

Emergency : Fire
Topic : TELEPHONE OPERATOR’S

IMMEDIATE RESPONSE TO FIRE ALARM
(1) Note the alarm and write it down on the emergency call list.
(2) Immediately make calls on the emergency call list.
(3) Using the emergency call list give the “All Clear” order if so instructed.
(4) Call the Fire Brigade once informed by the Manager on Duty of the nature of fire
alarm (it maybe a false alarm).
PRIVATE PROPERTY 4

a written agreement

Emergency : Fire
Topic : MANAGER ON DUTY

(MOD) IMMEDIATE RESPONSE TO FIRE ALARM
(1) Pick up the emergency phone from the control room and go to the scene of the alarm.
If for any reason the MOD cannot use the emergency phone, the walkie-talkie will be
used as a back–up.
(2) If using an elevator, go to the floor below the alarm and take the stairs up.
(3) Locate the cause of the alarm and immediately establish communication.
(4) In the event of a fire, after reporting the fire on the emergency phone, attempt to isolate
or extinguish it. If the fire is serious, do not attempt to fight it but evacuate the
immediate area. Assist the Fire Department on arrival.
(5) In case of a false alarm, with the approval of the Fire Department sound an “All
Clear” on the emergency phone to silence the alarm.
(6) After an “All Clear” is determined, confirm that the alarm system is again operational.
(7) File a “Fire Alarm Activity Log” Report.
NOTE: Front Office staff members are also responsible for assisting with lobby crowd
control.
PRIVATE PROPERTY 5

a written agreement

Emergency : Fire
Topic : DUTY ENGINEER’S

(1) Go to the scene of the alarm with the Emergency Response Team.
(2) At the scene of the alarm, assist the MOD as instructed.
(3) All persons called to report to the fire scene should report with a fire extinguisher at
hand.
PRIVATE PROPERTY 6

a written agreement

Emergency : Fire
Topic : HOUSEKEEPER’S
(1) Report to the Basement to coordinate crowd control.
(2) Keep people clear of the stairwell as they exit.
(3) Keep people calm, tell them the alarm is being investigated.
(4) Direct them to the holding area.
PRIVATE PROPERTY 7

a written agreement

Emergency : Fire
Topic : ALL OTHER MANAGERS’

(1) Report to the Lobby for instructions.
(2) Evacuate if so directed, following evacuation procedures.
(3) Guests should be advised that the alarm is being investigated.
PRIVATE PROPERTY 8

a written agreement

Emergency : Fire
Topic : EVACUATION OF HOTEL

GUEST EVACUATION PLAN
Should there be a need to evacuate the premises, the Manager on Duty/General Manager should
contact the Control Room to activate the evacuation procedures for the Hotel and for each
restaurant and kitchen.
PRIVATE PROPERTY 9

a written agreement

Emergency : Fire

EMERGENCY ASSEMBLY AREA
All guests and employees should be directed to the Assembly Area:
PRIVATE PROPERTY 10

a written agreement

Emergency : Fire

EVACUATION PROCEDURE
1. The goal of the Evacuation Plan is to evacuate all persons from the hotel in the shortest
period of time, in a safe way and without creating panic.
Only the General Manager, the Manager on Duty, the Fire Department, the police, other
government officials and senior Management of the Archipelago International property
are authorized to order the evacuation of the property.
2. All guests, employees and others in the building will be instructed to evacuate by:
➢ Sounding the fire alarm system.
➢ Continuously repeated announcement on the PA System: “Please evacuate
the building immediately. Please stay calm. Do not panic. Use the
stairways to exit the building now.”
➢ Using bullhorns to announce the need to evacuate.
➢ Going from door-to-door and informing people.
3. During an evacuation, use the stairs only. Do not use the elevators.
This is important, as during emergencies there are frequent power outages that could
trap people inside the elevator.
PRIVATE PROPERTY 11

a written agreement

Emergency : Fire

EXITS/EVACUATION ROUTES
(These are only examples, you will need to revise for your hotel)
i. ALL GUEST FLOORS: 3 exits are located on each floor. At either end of the building
and at the middle of the building.
ii. GROUND FLOOR: Exits from upper floors both are located at the:
 Art Gallery, and
 Employees’ entrance.
ii. BASEMENT: Exits from upper floors are located in front of the Purchasing Office.
PRIVATE PROPERTY 12

a written agreement

Emergency : Fire
Topic : Evacuation of Hotel ⎯ Personnel Responsibilities In An

Evacuation - FRONT DESK
1. Inform all guests and employees by phone of the need to evacuate.
2. Secure all cash and guest records.
3. Shut down all computers.
4. Provide a list of guests with disabilities.
5. Assist in the lobby area as needed.
6. Proceed to the Assembly Area ⎯
PRIVATE PROPERTY 13

a written agreement

Emergency : Fire

Evacuation - BELL STAFF/DRIVERS
1. Keep the entrance area of the Hotel clear for emergency vehicles.
2. Direct people to the Assembly Area
3. Then go to the Assembly Area yourself once people have passed or when instructed to
do so by a supervisor or manager.
PRIVATE PROPERTY 14

a written agreement

Emergency : Fire

Evacuation - HOUSEKEEPING AND MAINTENANCE
1. If safe to do so, remove all carts from hallways.
2. Direct people to the nearest safe staircase, making sure that the elevators are not being
used.
3. If safe to do so, floor housekeepers will check all rooms in their section and inform
people to evacuate.
4. Mark each door of the rooms that have been checked with a sticker placed at eye-level
on the door.
5. Assist disabled guests as needed and as requested by Management or the Front Desk.
6. Proceed to the Assembly Area, using a safe staircase.
PRIVATE PROPERTY 15

a written agreement

Emergency : Fire

Evacuation SECURITY
1. Assist with notifying all persons to evacuate.
2. If safe to do so, check the disabled rooms and assist as needed.
3. Direct people to use the staircases and tell them not to use the elevators.
4. Assist with traffic control.
5. Secure the entrances of the property.
6. Keep the entrance area of the property clear for emergency vehicles.
7. Assist the Fire Brigade as needed.
PRIVATE PROPERTY 16

a written agreement

Emergency : Fire

Evacuation
MANAGER ON DUTY / ASSISTANT MANAGER
1. Report to the Front Desk and take the responsibility of coordinating all activities during
an emergency.
2. If necessary, as approved by the General Manager, order evacuation of the building
before the arrival of fire and police officials. Advise all available staff to assist with
the evacuation and then to also evacuate themselves.
3. Review the list of disabled guests and arrange for special assistance, if required.
Provide the list to fire/police officials.
4. Coordinate the notification of all people in the building.
5. Assure that all cash and records are secured.
6. Make arrangements to secure the entrances of the hotel.
7. Handle media communications, or designate someone to do so, to assure that the media
receives accurate information.
8. Arrange for assistance from other hotels, if needed.
9. Notify corporate officials as necessary.
10. Authorize the call-off of the emergency.
PRIVATE PROPERTY 17

a written agreement

Emergency : Fire
Topic : EVACUATION OF RESTAURANTS

MANAGER IN CHARGE
1. Organize evacuation of guests from the restaurant in a calm and orderly fashion to the
assembly area.
2. If time allows, secure valuable items and stores, and lock restaurant.
3. Proceed to the Assembly Area.
PRIVATE PROPERTY 18

a written agreement

Emergency : Fire
Topic : EVACUATION OF RESTAURANTS

KITCHEN MANAGER-IN-CHARGE
1. Organize the shutting down of all gas lines and electrical supplies in the kitchen.
2. Ensure the orderly evacuation of kitchen employees to the Assembly Area.
3. If time allows, secure valuable items and store, and lock kitchen.
4. Proceed to Assembly Area.
PRIVATE PROPERTY 19

a written agreement
MEDICAL
EMERGENCIES
EMERGENCY RESPONSE
GUIDELINES
PRIVATE PROPERTY 20

a written agreement

Emergency : Medical
Topic : PURPOSE OF MEDICAL RESPONSE PROCEDURES
Because of the number of guests we have in our hotel daily and the additional numbers of
employees we have serving these guests, we can expect to have people require medical care
periodically. While most situations in which medical care is required involve minor injuries
or mild illnesses, there will be occasions when you will need to deal effectively with major
injuries or illnesses.
These unfortunate circumstances must be handled properly so that appropriate and effective
medical attention is obtained in the shortest possible time.
PRIVATE PROPERTY 21

a written agreement

Emergency : Medical
Topic : MINOR ACCIDENTS
Minor accidents are those in which first aid will normally be the only treatment necessary.
Considered as minor accidents are:
➢ A slip and fall without serious injuries
➢ Minor cuts and scrapes
➢ Contusions to the head, etc.
PRIVATE PROPERTY 22

a written agreement

Emergency : Medical
Topic : MAJOR ACCIDENTS
A major accident involves:
➢ Loss of consciousness
➢ Broken bones or immobilization
➢ Serious pain
➢ Heart attack
➢ Stroke
➢ Choking
➢ Drowning
➢ Any condition that threatens the life of the victim.
Personnel at the scene of a major accident should be certified in CPR and First Aid and will
stabilize the victim to the best of their ability.
PRIVATE PROPERTY 23

a written agreement

Emergency : Medical
Topic : GENERAL PROCEDURES
If an Employee is informed of a medical emergency
The employee should:
1. Determine the exact location of the emergency, the extent of the injury or sickness, and
the name or names of the people calling.
2. Call the Front Desk or MOD and inform him/her that a medical emergency has been
reported.
3. Give the exact location of the emergency and remember to keep calm and speak clearly
so that the Front Desk or MOD does not misinterpret you. By remaining calm, the
message will be understood much more clearly.
PRIVATE PROPERTY 24

a written agreement

Emergency : Medical
Topic : GENERAL PROCEDURES
If an Employee discovers the medical emergency himself or herself:
1. Do not leave the person unattended unless:

➢ You get no response when you yell or call out for assistance
➢ The situation is not serious
➢ If there is no phone immediately at hand
2. If the situation looks serious, immediately contact the Front Desk or MOD to call for
an ambulance and doctor.
3. While waiting for the MOD or Security to arrive, remain calm and reassuring.
➢ Keep talking to the patient to calm them down.
➢ Loosen the patient’s clothing and keep them warm.
➢ When the MOD or Security arrives, describe the situation accurately to them
and allow them to take charge of the incident.
4. DO NOT attempt to move the victim, unless the scene becomes unsafe.
5. Administer First Aid or CPR only if you know the proper procedure and are qualified.
6. NEVER make any comments regarding fault or liability for the injury.
PRIVATE PROPERTY 25

a written agreement
ARMED ROBBERY
EMERGENCY RESPONSE
GUIDELINES
PRIVATE PROPERTY 26

a written agreement

Emergency : Armed Robbery
Topic : OBJECTIVES OF ARMED ROBBERY RESPONSE

GUIDELINES
1. To implement standard operations procedures for safeguarding the lives of employees,
hotel guests and the hotel property and its contents.
2. To ensure that the procedures and instructions herein are understood, and followed by
all employees.
3. To avoid panic which could otherwise endanger employees’ own lives and our ability
to protect the lives, well-being, and property of the Archipelago International property,
guests and visitors.
PRIVATE PROPERTY 27

a written agreement

Topic : RESPONSIBILITY
It is the responsibility of each Department Head to ensure that the guidelines and individual
department’s responsibilities outlined in this standard operating procedure are understood and
followed by all employees assigned to each department.
No deviation from stated procedures are permitted unless approved by the General Manager.
PRIVATE PROPERTY 28

a written agreement

Topic : OVERVIEW
Wherever there is money or valuables involved, there are bound to be people who would
attempt to obtain these things through force or intimidation.
A robbery is defined as the taking of something of value from another by use of force or implied
force against the person’s will.
1. Always keep in mind that lives are not replaceable, money and valuables are.
2. The primary concern during any armed robbery is for the hotel guests and employees
to remain safe.
3. No Security Officer or other employee should jeopardize his or her personal safety to
prevent a robber from escaping.
4. No action should be taken which might result in gunfire.
PRIVATE PROPERTY 29

a written agreement

Topic : EMPLOYEE PROCEDURES
1. PREVENTIVE ACTIONS
➢ Keep the minimum amount of money needed in cash drawers.
➢ Conduct the internal transfer of funds in as quiet a manner as possible so that you
do not attract attention to your activities.
➢ Use the safest route possible to transfer funds and do so in the company of
security guards and / or manager assistance.
➢ Immediately report to security if you notice any suspicious person or persons on

the property.
PRIVATE PROPERTY 30

a written agreement
Continued….EMPLOYEE PROCEDURES
2. IF A ROBBERY OCCURS:
➢ Do not put up any resistance.
➢ Do as the robbers say, particularly if a weapon is shown or force is implied.
➢ Treat all guns as if they are loaded.
➢ Avoid any action that might excite the robber or make him angry.
➢ Do whatever is necessary to get the robber “on his way” as quickly as possible.
➢ Carefully note and observe the robber’s:
- Mannerisms - Clothing
- Height - Weight
- Sex - Facial Hair
or anything unusual that would set the robber apart from anyone else.
➢ If possible, obtain a description and the license number of any vehicle involved, but
only if this can be done without endangering anyone.
➢ Call security and the police immediately after the robber(s) leaves.
➢ Keep a mental picture of the robbery in your mind and use the Robbery
Description Checklist to assist authorities in identifying the robber.
PRIVATE PROPERTY 31

a written agreement

Topic : SECURITY PROCEDURES
1. Report to the scene with the utmost caution and ascertain from a distance if it is safe to
enter the area.
2. At no time should a Security Officer confront an armed suspect.
3. If a suspect is seen still at the location of robbery, observe the suspect from a distance.
4. Contact Security Control to call the police.
PRIVATE PROPERTY 32

a written agreement

Topic : INCIDENT REPORT
Security or the Assistant Manager must write the Incident Report. (A copy of this form is
the Security Manual)
Witnesses and the victim should also make written statements.
PRIVATE PROPERTY 33

a written agreement

Topic : ROBBERY DESCRIPTION CHECKLIST
Be aware of the information required to fill out the Robbery Description Checklist (see
following page), and try to remember these details accurately.
ROBBERY DESCRIPTION CHECKLIST
DATE _____________ TIME ______________
SEX _______ AGE ______ RACE _________________ WEAPON ________
HEIGHT ___________ WEIGHT ___________ SPEECH/ACCENT ____________________
COLOR & TYPE OF CLOTHING
SHIRT _________ JACKET __________ HAT __________ PANTS__________
DRESS _________ SHOES ___________ GLOVES ________ GLASSES ________
HAIR COLOR _________ HAIR LENGTH/STYLE _________________ FACIAL HAIR ________
OTHER DETAILS
ANY UNUSUAL SCARS/TATOOS ___________________ CALM/NERVOUS _________
APPROACHED FROM WHICH DIRECTION __________________________________________
LEAVING FOR WHICH DIRECTION _______________________________________________
VEHICLE IDENTIFICATION
MAKE ________________ MODEL ________________ COLOR _________________
LICENSE PLATE # __________________ OTHER ___________________________________
WITNESSES _________________________________________________________________
PRIVATE PROPERTY 34

a written agreement
CIVIL UNREST
EMERGENCY RESPONSE
GUIDELINES
PRIVATE PROPERTY 35

a written agreement

Emergency : Civil Unrest
Topic : PRIMARY OBJECTIVES
1. Restrict all unauthorized persons from entering the premises.
2. Protect the property from damage and destruction and ensure the safety of all tenants, hotel
guests and employees.
PRIVATE PROPERTY 36

a written agreement

Topic : KEY PERSONNEL
Key personnel include:
▪ General Manager
▪ Chief Of Security / Assistant Chief of Security
▪ Hotel Manager
▪ Executive Assistant Manager / Rooms Division Manager
▪ Chief Engineer
▪ Accounting Division Manager
▪ Purchasing Manager
▪ Front Office Manager
▪ Reservations Manager
▪ Housekeeping Managers
▪ Human Resources Manager
▪ Chief of Concierge
PRIVATE PROPERTY 37

a written agreement

Topic : Personnel Assignments

GENERAL MANAGER
1. Responsible for coordinating overall effort to protect the property and the safety of all
hotel guests and employees.
2. Responsible for communicating the current status with the Hotel owner and property
owners, as well with Archipelago International’s corporate offices.
PRIVATE PROPERTY 38

a written agreement


HOTEL MANAGERS / EXECUTIVE ASSISTANT
MANAGER
1. Set up a command post in the lobby of the hotel or any other area necessary.
2. Coordinate with all departments to ensure that all necessary responsibilities and
assignments are delegated.
3. Ensure the General Manager is kept fully informed at all times.
PRIVATE PROPERTY 39

a written agreement


CHIEF OF SECURITY
(These are Examples please prepare for your own hotel )
1. Restrict entry to the property by establishing security posts at the driveway entrances,
main hotel entrances, parking area.
2. Ensure that any access way linked to the Shopping Center/Connected Buildings
remain locked at all times and are constantly monitored by Security Officers.
3. Establish security posts on Jl. Sudirman entrances leading to the Hotel from the road
and from the Shopping Centre. These posts are the first defense to restrict entry into
the property, and will be reinforced with military personnel.
4. Establish a watch post on the rooftop to provide visual surveillance of the surrounding
areas. A Security Officer who will communicate with the main security post via
walkie-talkie will man this post. The post will also be supported by a member of the
Hotel staff who is responsible for communicating with the hotel’s command post.
PRIVATE PROPERTY 40

a written agreement


CHIEF ENGINEER
1. Responsible for securing ALL entrances into the Hotel building by locking the stairwell
doors (but must be able to exit in case of an emergency) and securing other entry doors.
2. Provide keys for the entry doors to the lobby to the Front Office Manager. These doors
will be locked if the security posts fail to prevent entry to the property.
3. In the event restriction to the property fails and entry to the property is eminent, the
Chief Engineer will shut down power to all elevators. (Important: wait until you
receive notice from the Front Office Manager that all personnel have moved to a higher
floor).
4. Assign teams of people to each of the fire hydrant stations at the front of the Hotel.
These teams are responsible for activating the fire hoses when necessary.
5. Responsible for activating the Emergency Power Generators in case of power failure.
PRIVATE PROPERTY 41

a written agreement


FRONT OFFICE MANAGER
1. Responsible for communication with hotel guests in order to keep them abreast of the
situation and to prevent panic.
2. An In-House Guest List must be updated once every four hours and a printout made
before shutting down the computer system.
3. All reports must be downloaded for safekeeping.
4. Also responsible for evacuating the lobby in the main building prior to locking the entry
doors. Once the building is secured, move to a higher floor and advise the Chief
Engineer to shut off power to the elevators.
PRIVATE PROPERTY 42

a written agreement


EXECUTIVE HOUSEKEEPER/HOUSEKEEPING
MANAGERS
1. Responsible for preparing rooms on the higher floors for Hotel staff members and key
personnel.
2. Also responsible for assuring that all storerooms and offices in the basement are locked
and secure before evacuating the basement area.
3. Responsible for providing emergency lights (candles, flashlights, etc.) to assist our
guests and employees if necessary.
4. Responsible for maintaining adequate supplies of First Aid Kits (minimum of 4).
PRIVATE PROPERTY 43

a written agreement


ACCOUNTING DIVISION MANAGER
1. Responsible for securing all cash and diskettes in the fire proof safe.
2. Ensure that all accounting reports are downloaded prior to shutting down the computer
system.
3. Responsible for ensuring that the EDP Manager has successfully loaded a pre-recorded
message onto the PABX System to advise callers that the hotel’s phone system is
“temporarily out of service”. This procedure is to be carried out prior to evacuating the
basement area.
PRIVATE PROPERTY 44

a written agreement


PURCHASING MANAGER
1. Responsible for assuring that the storeroom is fully stocked with drinking water,
propane gas, fruits and non-perishable food.
2. Also responsible for maintaining adequate supplies of facial & toilet tissue, bath soap
and other necessities for personal hygiene.
PRIVATE PROPERTY 45

a written agreement


HUMAN RESOURCES DIVISION MANAGER
1. Responsible for maintaining a record of the location and well being of all employees.
2. Check with each department head to verify attendance, status & location (safe at home,
injured, left the city, etc.)
3. Coordinate employee transportation and/or arrange for temporary housing for
employees in the Hotel if necessary.
4. Responsible for ensuring there is an adequate supply of food in the staff canteen.
5. Coordinate daily counts with all department heads.
PRIVATE PROPERTY 46

a written agreement


RESERVATIONS MANAGER
1. Responsible for monitoring the availability of rooms to avoid an over booking situation.
2. Due to widespread damage, many neighboring residents may elect to move into a hotel
for safety reasons. Be sure to incorporate employee housing into the availability reports.
PRIVATE PROPERTY 47

a written agreement


CHIEF CONCIERGE
1. Responsible for assisting the Front Office Manager to communicate with our tenants
and hotel guests.
2. Also responsible for monitoring the television and/or radio for updated information and
passing new information to the General Manager as soon as possible.
PRIVATE PROPERTY 48

a written agreement

Topic : IF FIRE OCCURS
1. Activate the fire alarm system and activate the public announcement system.
2. Evacuate the building utilizing the fire escape stairwells.
3. Direct all guests and tenants to the Emergency Assembly Area.
PRIVATE PROPERTY 49

a written agreement
BOMB THREATS
EMERGENCY RESPONSE
GUIDELINES
PRIVATE PROPERTY 50

a written agreement

Emergency : Bomb Threats
Topic : OBJECTIVES
1. To implement a standard operations procedure (SOP) for safeguarding the lives of
employees, guests and property.
2. To ensure that the procedures and instructions herein are understood, rehearsed, and
followed by all employees.
3. To avoid panic which could otherwise endanger employees’ lives and our ability to protect
the lives and the well being of hotel guests.
4. To increase the responsiveness of those in charge to proceed with disaster preparedness
plans, damage assessments, and implementation of recovery contingencies in an orderly
and timely manner.
PRIVATE PROPERTY 51

a written agreement

Topic : RESPONSIBILITY
department’s responsibilities outlined in this SOP are understood, rehearsed and followed by
all employees assigned to each department.
No deviations from stated procedures are permitted unless approved by the General Manager.
PRIVATE PROPERTY 52

a written agreement

Topic : GENERAL INFORMATION
The possibility of a bomb threat or an actual bombing should be considered as a real and present
danger. Increasing availability of materials and access to information on how to construct
explosive devices contribute to the present danger.
1. TERRORISTS
Terrorists are a major concern worldwide and they are usually affiliated with a military or anti-
government organization.
Terrorists think nothing of using their lives to obtain the life of another or of a group of people.
Innocent bystanders are of no concern to a terrorist, and they are only out for international
recognition or notoriety.
2. EMOTIONALLY DERANGED
The emotionally deranged are extremely dangerous in that their actions are totally
unpredictable.
They are usually so far out of touch with reality that there is no reasoning with someone in such
an emotionally unstable condition in order to deter them from their intention to detonate an
explosive device.
PRIVATE PROPERTY 53

a written agreement

If you are informed of, or discover that a bomb or an explosive of any type is planted on the
property:
1. If you are informed by telephone, DO NOT PANIC AND NEVER HANG UP ON

THE CALLER. Obtain as much information as you can by asking the following
questions:
a) When is it set to go off?
b) Where is it? (Restroom, floor, elevator shaft, etc.)
c) Why are you doing this?
d) How is it built? Going to be detonated?
e) What does it look like?
2. See Bomb Threat Checklist.
3. The individual receiving the call should remain with the caller. Transferring the call
may terminate the call without receiving vital information.
4. DO NOT TREAT THE CALL AS A JOKE!
5. If at all possible, get someone’s attention without disturbing the caller and inform
him/her of the situation.
6. If you cannot get anyone’s attention nearby to pass on the information, wait until the
caller hangs up the phone, then contact the hotel operator and inform him/her of exactly
what was said. The operator will contact all appropriate personnel.
7. Note the time of the call and be available to assist if necessary.
PRIVATE PROPERTY 54

a written agreement


HOTEL OPERATOR
If you are informed of, or discover that a bomb or an explosive of any type is planted on the
property:
1. DO NOT PANIC. Write down the time of the call.
2. Notify the following personnel immediately. Do NOT mention “bomb” ⎯ simply

instruct them to come to the Front Office immediately and if they ask why, tell them
they will be informed of the emergency at the Front Office.
➢ General Manager
➢ Executive Assistant Manager / Rooms Division Manager
➢ Manager on Duty
➢ Security / Assistant Manager
➢ Engineering Maintenance Chief or Maintenance Staff
PRIVATE PROPERTY 55

a written agreement


MAINTENANCE/SECURITY PROCEDURES
(EMERGENCY RESPONSE TEAM)
If you discover or are informed that an explosive of any type is planted on the property:
1. Report it immediately to the Front Office.
2. Wait for specific instructions from the police or bomb disposal authorities.
3. If recommended by the police or bomb disposal authorities, the Emergency Response
Team will search the hotel property.
4. Search teams will consist of two people.
5. Do not use RADIOS and WHATS APP to communicate.
PRIVATE PROPERTY 56

a written agreement


MANAGER ON DUTY
1. Ensure that the Emergency Authorities have been called.
2. Inform the General Manager of the situation if not already informed. Await arrival of
the police and bomb disposal unit.
3. With the assistance of the police, determine what would be the most appropriate action:
➢ Determine whether to evacuate.
➢ Determine whether to search and how.
4. After problem is resolved, complete a detailed Incident Report.
5. Ensure key staff members also complete Incident Reports and that person who received
the threat has documented what was said.
PRIVATE PROPERTY 57

a written agreement

Topic : SEARCH METHODS
1. A bomb search should start in the area identified by the caller if that information is
available.
2. If there is no location given by the caller then begin the search from the ground floor
levels working up to the upper floors.
3. Search the outside and inside of the buildings.
4. Do not touch or move any item that appears suspicious or out of place. These might
include suitcases left unattended for a length of time, packages, paper bags, boxes, etc.
Sometimes pipe bombs are left out in the open and appear simply to be small innocent-
looking lengths of pipe.
5. NEVER attempt to touch or move any object that you suspect is a bomb.
6. Always perform body searches of persons starting from ground level to waist level and
upwards.
7. Pay special attention to ice machines, vending area, restrooms, and all trash cans
throughout the property.
8. DO NOT ALARM THE GUESTS OR OTHER EMPLOYEES

i. If you have to search in public areas (dining rooms, restrooms, etc.) and a guest
questions you about your activities, your response should be that you are
attempting to find an important item and that you are not able to tell them what
this item is.
ii. NEVER inform guests or other employees that you are looking for a
bomb.
PRIVATE PROPERTY 58

a written agreement

Topic : EQUIPMENT TO USE IN A BOMB SEARCH
1. Use a flashlight. Never turn on a light switch, as it may also be a trigger for the bomb.
2. Use chalk, masking tape or duct tape to mark doors and areas already searched.
PRIVATE PROPERTY 59

a written agreement

Topic : BOMB LOCATION
1. If an explosive device is located, clear all persons within 300 feet from the area.
2. Police and bomb disposal authorities must be called to the location, and when they
arrive they will take over the responsibility for the situation.
3. If an evacuation is based on the actual location of the bomb, all guests and employees
must be moved at least 300 feet away from the suspected device. The Emergency
Response Team will isolate the area.
4. In case more than one bomb was placed, the Emergency Response Team will conduct
further searches
5. Follow all instructions given by the police, bomb disposal authorities, General
Manager, Executive Assistant Manager, or Manager on Duty.
PRIVATE PROPERTY 60

a written agreement

Topic : BOMB EXPLOSION
If a bomb does explode:
1. Assess all injuries.
2. Call for medical assistance if needed.
3. Maintain order in the area.
4. Complete a headcount and locate all personnel, guests or visitors known to have been in
the area of the explosion.
PRIVATE PROPERTY 61

a written agreement

Topic : POINTS TO REMEMBER
1. Not all calls are phony. Although most bomb calls are merely pranks or tricks used to
disrupt the operation of the hotel or facility, we must still be on our guard and give the
highest priority to the safety of persons in the Hotel. Treat the call as though the
threat is real.
2. NEVER TELL OTHER EMPLOYEES OR GUESTS WHAT IS GOING ON
UNLESS IT IS AN EVACUATION.
3. Ensure that a security investigation of every call of a bomb threat is carried out and that
copies of all the reports prepared are distributed to the proper authorities and managers.
PRIVATE PROPERTY 62

a written agreement
BOMB THREAT CHECKLIST
Time of Call: _______ Person Receiving Call: ________________ Date: ____________

Exact Wording of the Threat: _______________________________________________
_______________________________________________________________________
TRY TO KEEP CALLER ON LINE (write down answers to the following)

When will the bomb go off? ________________________________________________
Where is it located? _______________________________________________________
What does it look like? ____________________________________________________
What kind of bomb is it? ___________________________________________________
What will cause it to explode? _______________________________________________
Did you place the bomb? ___________________________________________________
Why? __________________________________________________________________
You don’t want to hurt innocent people, especially children. Tell us where it is so we can protect them.
________________________________________________________
WHEN THE CALLER HANGS UP CALL THE GENERAL MANAGER IMMEDIATELY. THEN
COMPLETE THE FORM.
Did person seem familiar with the hotel? ______________________________________
Sex of caller: _____________ Age (approx.): ________ Length of call: ___________
Juvenile _____ Child ______ Adult ________
Could you determine origin of call? Local _______ Long Distance ___________
Phone Booth _________ In-house _______________
Number at which call was received: __________________________________________
PROVIDE AS MANY OF THE FOLLOWING CHARACTERISTICS AS POSSIBLE:
SPEECH ACCENT
Calm Stutter Local
Angry Raspy Regional
Excited Deep Which area
Slow Ragged Foreign
Rapid Clearing Throat Which country
Soft Deep Breathing
Loud Cracking Voice GRAMMAR
Laughter Disguised Excellent
Crying Familiar Average
PRIVATE PROPERTY 63

a written agreement
Normal Whispered Poor

Distinct Nasal
Slurred Foul/Swearing
Other:
Could you detect any background noise?

Street noises Office Machinery School
Voices Factory Machinery Sports Event
PA System Animal noises Bar/Restaurant
Music Clear Motor
House noises Static Children
Other
DO NOT DISCUSS WITH GUESTS OR EMPLOYEES OTHER THAN THE GENERAL

MANAGER, MANAGER ON DUTY, OR SECURITY MANAGER.
PRIVATE PROPERTY 64

a written agreement
EARTHQUAKE
EMERGENCY RESPONSE
GUIDELINES
PRIVATE PROPERTY 65

a written agreement

Emergency : Earthquake
Topic : OBJECTIVES OF EARTHQUAKE EMERGENCY

RESPONSE GUIDELINES
1. To implement a Standard Operations Procedure (SOP) that safeguards the lives of
employees and hotel guests during and after an earthquake.
2. To ensure that the procedures and instructions are understood, rehearsed, and followed
by all employees so that we avoid panic that could otherwise endanger employees’ lives
and our ability to protect the lives and the well-being of hotel guests.
3. To increase the responsiveness of those in charge so that they proceed with disaster
preparedness plans, damage assessments, and implementation of recovery activities in
an orderly and timely manner.
PRIVATE PROPERTY 66

a written agreement

Topic : RESPONSIBILITY FOR OBSERVANCE OF

EARTHQUAKE GUIDELINES
Department’s responsibilities outlined in this SOP are understood, rehearsed and followed by
all employees assigned to each Department.
No deviation from stated procedures is permitted unless it is approved by the General
Manager.
PRIVATE PROPERTY 67

a written agreement

Topic : GENERAL INFORMATION
➢ Earthquakes can happen anytime, anywhere and without warning.
➢ Severe earthquakes can cause loss of life, injury, property damage, damage to utility lines
and the major disruption of a community.
➢ It can also cause fires, landslides and generate tidal waves.
PRIVATE PROPERTY 68

a written agreement

Topic : THE DANGERS OF AN EARTHQUAKE
➢ The actual movement of the ground in an earthquake is seldom the direct cause of death or
injury. Most casualties result from falling objects and debris because the shocks can shake,
cause damages, or demolish buildings and other structures.
➢ Earthquakes may also trigger landslides and generate huge ocean waves (seismic sea waves
or tsunami), which can cause great damage.
Injuries are commonly caused by:
1. Partial building collapses, such as falling brick from wall facings and roof edge's
protective railings, collapsing walls, falling ceiling plaster, light fixtures, and pictures.
2. Flying glass from broken windows which may be a greater danger in buildings
containing many windows and in high structures.
3. Overturned bookcases, fixtures, and other furniture and appliances.
4. Fires from broken gas lines, and similar causes.
5. The fire danger may be aggravated by lack of water caused by broken water mains or
pipes.
6. Fallen power lines, gasoline leaks or other release of toxic gases or flammables.
7. Drastic actions due to panic by employees or guests.
PRIVATE PROPERTY 69

a written agreement

Topic : EARTHQUAKE EMERGENCY PLANNING
In areas prone to earthquakes and because no one knows when an earthquake may occur, the
best defense is to ensure that Department Heads, Managers, and Supervisors check their work
areas and identify earthquake.
Department Heads, Managers, and Supervisors should know the location of shut-off
valves and electricity mains as well as water and gas mains and pipes.
1. Any potential earthquake hazard found must be reported to the Executive Housekeeper.
2. Preventive measures include organizing additional securing, bolting or nailing down or
installing strong support for water heaters and other gas appliances since fire can be caused
by broken gas lines and appliance connections.
3. Request that wherever possible Engineering Staff or contractors use flexible connections
when they install equipment that operates with gas or other fuel.
4. Tie high storage racks in the storeroom together at the top with braces. Braces can be
located
where they will not interfere with stock and removal of supplies.
5. Place large and heavy objects on lower shelves, and do not place or store objects on the
top of cabinets.
PRIVATE PROPERTY 70

a written agreement
Earthquake Emergency Planning continued:
6. Securely anchor shelving to walls and secure other high or top-heavy items that could
topple
over during the quake.
7. Install flanges on shelving used to store supplies so that items are prevented from crashing
to the floor.
8. Secure to concrete foundations, all heavy machinery including machines not in use.
9. Make sure that file cabinets are locked (even if their keys are left in the keyhole) to prevent
drawers from sliding open and contents from falling to the floor.
10. For any new construction or renovation of the hotel, the Executive Housekeeper must
ensure that contractors follow building codes to minimize earthquake hazards.
11. Make certain that, where possible, glass installations are shatterproof.
12. Sites for new construction should be selected and engineered to reduce the hazard of
damage from earthquake and loss of business/revenue.
13. Hold occasional drills in your office, kitchen, or outlets to avoid injury and panic during an
earthquake.
14. Ensure the engineering technicians teach all members of your staff how to turn off
electricity, gas, and water mains, switches and valves. Also in each location, post signs
with clear instructions on how and when to operate the mains, switches and valves.
15. Ensure that all employees know the danger of turning power on or off when power has been
restored and/or when gas smell from a gas leak is present. Employees should be made
aware of the danger of using matches or lighters or hitting together any objects that may
cause sparks, ignite the gas and cause an explosion.
16. Keep battery operated flashlights and transistor radios on hand and ready to use.
PRIVATE PROPERTY 71

a written agreement
Earthquake Emergency Planning continued:
17. Ensure that staff members are knowledgeable with basic first aid instructions because
medical facilities may not be accessible immediately after a severe earthquake.
18. Do not tell frightening stories about disasters when conducting drills or discussions about
earthquakes and other possible disasters.
19. Encourage your staff to think about what to do if an earthquake occurs when they are in
any area of the hotel, in their office, at home, driving a car, in a store, a bus or taxi, a public
hall or ballroom, a theater, visiting friends, or involved in any other activity.
PRIVATE PROPERTY 72

a written agreement

Topic : ACTIONS DURING AN EARTHQUAKE
1. “STAY CALM AND DO NOT PANIC” ⎯ Department Heads, Managers,

Supervisors, and staff must try to remain calm. Everyone should think through the
action steps that must be taken. Demonstrating that you are confident and sure about
what needs to be done is very important. Stay calm and focused so that you reassure
guests and other employees and help them not to panic.
2. If indoors ⎯ watch for falling plaster, bricks, light fixtures, and other objects.
3. Be aware of the possibility of the doors of high bookcases or storage cabinets being
shaken open and spilling their contents. Watch also for heavy objects, china cabinets,
shelves, and other furniture that might slide or topple.
4. Steer people away from windows, mirrors, steam pipes, and gas lines.
5. If in danger ⎯ Use the “Triangle of Life” stay down next to a strong object in the safe
triangle area.
6. Encourage others to do the same.
7. If the area of the building has to be evacuated ⎯ choose the most efficient exit route
and go to your designated assembly area in as orderly and calmly a manner as possible.
8. If in higher floors of the Hotel ⎯ Find a good “Triangle of Life’ area next to a bed or
solid object. Do not dash for exits, since stairways may be damaged or jammed with
people.
9. If in a crowded area ⎯ do not rush for a doorway since many people may have the
same idea.
PRIVATE PROPERTY 73

a written agreement
Action During an Earthquake continued:
10. Once outside ⎯ stay away from high buildings, walls, power poles, and other objects
that could fall.
11. Do not allow employees or guests to run through streets. If possible, move them to an
open area away from all hazards.
12. If in an automobile, STOP as soon as possible in the safest place available away from
buildings then stay in your car until it is safe to get out.
PRIVATE PROPERTY 74

a written agreement

Topic : ACTIONS AFTER THE EARTHQUAKE
1. Be prepared for after-shocks.
2. Check employees and guests for injuries and administer first aid as needed. Use correct
forms for employees being admitted to any Hospital or clinic. Ambulance can transport
employees to the hospital, or if the injury is only a minor one, Hotel personnel can
transport hotel guests to the hospital. If the injury is so severe that the guest cannot be
moved without professional help, call for an ambulance.
3. Do not attempt to move seriously injured employees or guests unless they are in
immediate danger of further injury. Always check for hazards before moving anyone.
4. Check for property damage. If you find gas leaks, fallen electrical lines, or structural
damage, report these to the General Manager. Do not allow people to enter the affected
areas. Do not use open flames because there is a strong possibility of gas leaks
following an earthquake. ABSOLUTELY NO ONE IS PERMITED TO SMOKE.
5. Do not use matches, lighters, or open flame appliances until the area has been
thoroughly checked and you are sure that there are no broken gas lines or gas leaks.
Because they may create sparks and ignite gas, do not operate electrical switches or
appliances if gas leaks are suspected.
6. Do not touch fallen power lines or objects that are touching the wires.
7. Immediately clean up spilled chemicals and other potentially harmful materials and
dispose of rags and liquid residues.
PRIVATE PROPERTY 75

a written agreement
Action after the Earthquake continued:
8. Engineering must check to see if sewage lines are intact before allowing toilets to be
flushed.
9. Water to flush toilets may be obtained from the swimming pool when water is turned
off.
10. Make sure freezers are operational. If a freezer that contains food that will spoil is
damaged, place food items in another freezer immediately.
11. Do not use the telephone except for emergency calls.
12. Check storage areas carefully and watch for objects falling from shelves.
13. The initial check of the building for damage should be made from a distance. Approach
damaged walls and other building structures with caution.
14. Shut off all elevators until they can be inspected.
15. Turn on emergency radio to receive instructions from local authorities.
16. If a tsunami warning is issued, head for high ground immediately following official
notification from local authorities.
17. Make clear records of any damage, and secure damaged areas.
18. Keep street areas near the Hotel clear for passage of emergency vehicles.
19. If the building needs to be evacuated, use the evacuation procedures outlined.
PRIVATE PROPERTY 76

a written agreement

Topic : EVACUATION PROCEDURES
Only the General Manager, the Manager on Duty, the Fire Department, the police, other
government officials and senior Management of the Archipelago International property are
authorized to order the evacuation of the property.
1. The goal of the Evacuation Plan is to evacuate all persons from the hotel in the shortest
period of time, in a safe way and without creating panic.
2. All guests, employees and others in the building will be instructed to evacuate in the
following ways:
3. By sounding the fire alarm system.
a. Using the PA system
b. Using bullhorns to announce the need to evacuate.
c. Going from door-to-door and informing people.
4. During an evacuation, use the stairs only. Do not use the elevators. This is important,
as during emergencies there are frequent power outages that would trap people inside
the elevator.
PRIVATE PROPERTY 77

a written agreement

Topic : EXITS/EVACUATION ROUTES
(These are examples please create your own policies)
1. ALL GUEST FLOORS: 3 exits are located on each floor, at either end of the building
and at the middle of the building.
2. GROUND FLOOR: Exit from upper floors are located at the ____ lobby, next to
_____.
3. BASEMENT: Exits from upper floors are located next to the Housekeeping Office.
PRIVATE PROPERTY 78

a written agreement

Topic : EMERGENCY ASSEMBLY AREA
All guests and employees should be directed to the Assembly Area:
PRIVATE PROPERTY 79

a written agreement

Topic : PERSONNEL RESPONSIBILITIES ⎯ FRONT DESK
1. Inform all guests and employees by phone of the need to evacuate.
2. Secure all cash and guest records.
3. Shut down all computers.
4. Provide a list of guests with disabilities.
5. Assist in the lobby area as needed.
6. Proceed to the Assembly Area.
PRIVATE PROPERTY 80

a written agreement

Topic : PERSONNEL RESPONSIBILITIES ⎯ BELL STAFF
1. Keep the entrance area of the Hotel Lobby clear for emergency vehicles.
2. Direct people to the Assembly.
3. Then go to the Assembly Area your self once people have passed or when instructed to
do so by a Supervisor or Manager.
PRIVATE PROPERTY 81

a written agreement

Topic : PERSONNEL RESPONSIBILITIES ⎯ HOUSEKEEPING

& MAINTENANCE
1. If safe to do so, remove all carts from hallways.
2. Direct people to the nearest safe staircase, making sure that the elevators are not being
used.
3. If safe to do so, floor housekeepers will check all rooms in their section and inform
people to evacuate.
4. Assist disabled guests as needed and as requested by management or the Front Desk.
5. Proceed to the Assembly Area, using a safe staircase.
PRIVATE PROPERTY 82

a written agreement

Topic : PERSONNEL RESPONSIBILITIES ⎯ SECURITY
1. Assist with notifying all persons to evacuate.
2. If safe to do so check the disabled rooms and assist as needed.
3. Direct people to use the staircases and tell them not to use the elevators.
4. Assist with traffic control.
5. Secure the entrances to the property.
6. Keep the entrance area of the property clear for emergency vehicles.
PRIVATE PROPERTY 83

a written agreement

Topic : PERSONNEL RESPONSIBILITIES ⎯

MANAGER ON DUTY
1. Report to the Front Desk and take the responsibility of coordinating all activities during
an emergency.
2. If necessary, order evacuation of the building before the arrival of fire/police officials.
Advise all available staff to first assist with the evacuation and then to evacuate
themselves.
3. Review the list of disabled guests and arrange for special assistance, if required.
Provide the list to fire/police officials.
4. Coordinate the notification of all people in the building.
5. Assure that all cash and records are secured.
6. Make arrangements to secure the entrances of the hotel.
7. Handle media communications, or designate someone to do so, to assure that the media
receives accurate information.
8. Arrange for assistance from other hotels, if needed.
9. Notify corporate officials as necessary.
10. Authorize the call-off of the emergency.
11. Check the status of sister hotels in areas affected by the earthquake.
PRIVATE PROPERTY 84

a written agreement

Topic : EMERGENCY SUPPLIES INVENTORY
ITEMS QUANTITY
FLASHLIGHTS __
EXTRA BATTERIES (FLASHLIGHTS) __
NYLON ROPE ___ FEET
AM/FM PORTABLE RADIO (BATTERY OPERATED) __
EXTRA BATTERIES (RADIO) __
WORK GLOVES __ PAIRS
RAIN GEAR __ SETS
RUBBER BOOTS (STEEL TOE) __ PAIRS
CAMERA
FIRST AID KITS __
LARGE WATER JUGS __
2” MASKING TAPE __ ROLLS
DUCT TAPE __ ROLLS
BULLHORN __
HARD HATS __
GOGGLES __ PAIRS
2-WAY RADIOS __ SETS
WHEELCHAIR __
AXE AND HATCHET __
PRIVATE PROPERTY 85

a written agreement
LOSS OF PUBLIC
SERVICES
EMERGENCY RESPONSE
GUIDELINES
PRIVATE PROPERTY 86

a written agreement

Emergency : LOSS OF PUBLIC SERVICES
Topic : PURPOSE OF RESPONSE GUIDELINES
Because there is often little or no notice or warning of natural disasters and emergencies, it is
important that all departments are aware of their individual roles so that we may deal with these
situations quickly, professionally, and efficiently.
We must also respond in the most cost-effective way while paying the utmost attention to the
safety and health of employees and guests.
PRIVATE PROPERTY 87

a written agreement

Emergency : LOSS OF PUBLIC SERVICES ⎯ ELECTRICITY
Topic : ELECTRICITY SUPPLY & BACK-UP GENERATORS
1. SUPPLY
Electricity is primarily provided by the PLN, the Government Electric Company.
2. ALTERNATIVE/BACK-UP SUPPLY
The generators should automatically switch on within 12-15 seconds

➢ After the main PLN supply is cut, or
➢ If the PLN voltage becomes insufficient and unable to cope with the current
usage demands of the Hotel.
When an electrical black out occurs, all three generators are automatically activated.
The number of generators operating is then automatically adjusted to suit the electrical
usage of the property.
3. GENERATOR FUEL RESERVES, CAPACITY & CONSUMPTION
Fuel reserves stored on location are maintained at sufficient levels to run the generators
for a maximum of approximately 3 days at 100% occupancy. Each generator consumes
between 100 to 200 litres per hour, depending on demand.
PRIVATE PROPERTY 88

a written agreement
Electricity Supply & Back Up Generator’s continued:
4. GENERATOR FUEL TANKS
The following two tanks on property are used to store fuel to operate the generators:
i. Daily Tank -- 3,000 litres capacity
ii. Monthly Tank -- 10,000 litres capacity
5. GENERATOR TESTS
To ensure that the generators are operating at maximum efficiency, they are tested once
each week. Tests include operating all three generators for approximately 30 minutes.
6. ALTERNATIVE TO GENERATORS
If both PLN and the property’s generators fail to provide sufficient electricity for the
property, arrangements will be made to rent a mobile generator from the PLN in the
local district.
PRIVATE PROPERTY 89

a written agreement

Topic : HOUSEKEEPING DEPARTMENT ACTIONS IN

ELECTRICAL BLACKOUT
1. Distribute candles that are stored in the Housekeeping Office to all occupied rooms,
and to the Front Office for distribution to arriving guests.
2. Place the candles and matches on the vanity in each bathroom.
3. If the length of the blackout warrants it, distribute Apology Letters from Management
to all occupied rooms and to the Front Office for guests who check-in.
4. When the blackout ends, ensure that candles are collected when Housekeeping staff
makes up the rooms.
PRIVATE PROPERTY 90

a written agreement

Emergency : LOSS OF PUBLIC SERVICES ⎯ ELECTIRICTY
Topic : ASSISTANT MANAGER ELECTRICAL BLACKOUT

ACTION PLAN
1. Calm all guests down by remaining calm and working through the action plan in an
orderly manner.
2. Provide information to all departments concerning the nature and length of blackout,
and ensure they are aware of the procedures to be followed.
3. Shift Electrician to ascertain

➢ Nature/cause of blackout
➢ Length of blackout
4. Page / Ring the following in their Rooms (if after hours)

➢ Technical Service Consultant
➢ General Manager
Give them as much information as possible.

5. Ensure switchboard operators and Front Desk personnel are fully informed and able to
handle and answer guests’ inquiries effectively.
6. Check that no one is caught in the elevators, public toilets or exit stairwells.
7. Check emergency lighting in all fire exists and post a security guard in the stairwells if
lights are not working.
8. Arrange to have other security guards to patrol the floors offering assistance where
necessary.
9. One fire stairwell to be used to take guest up to floors, post a porter / GRO on ground
floor with correct keys to unlock floor exit doors.
PRIVATE PROPERTY 91

a written agreement
Assistant Manager Electrical Black Out Action Plan continued:
10. The computer has a UPS system, which should provide 30 minutes to 2 hours back-up.
All computers will operate until the back up shuts down.
11. Assistant Manager should go to the computer room to check the UPS system display
and determine the length of time available on the UPS.
12. Organize print-outs of: -

➢ In house guest list
➢ Expected Arrival
➢ Expected Departure
➢ Detailed Guest Folio Report
13. Request constant briefings from Engineering and communicate information to

supervisors and staff so that they may inform guests.
14. When power comes on again, remember to check that the telephone interface is
rebooted and is operating with the correct times in the system.
15. Hold brief meeting with staff directly involved with guests during the blackout to
determine follow-up actions required.
PRIVATE PROPERTY 92

a written agreement

Emergency : LOSS OF PUBLIC SERVICES⎯ELECTRICITY
Topic : ELEVATOR MALFUNCTION & FAILURE
All of the three guest and two service elevators in the Hotel are covered by a maintenance
contract.
Each elevator has an emergency alarm button that rings a bell in the elevator room situated on
the top of the building.
1. ASSISTANT MANAGER’S ACTION PLAN

i. Ensure that voice contact is kept with people trapped inside at all times.
ii. Contact Engineering to investigate and contact the elevator contractor
iii. Ensure a Manager is on hand when guests emerge from elevator.
iv. Inform guests of the reason where possible – especially in the case of
“overloading”.
v. Ensure refreshments are on hand if guests have been trapped for any length of
time.
vi. Take a list of all names and pass to GM for follow up.
2. HOUSEKEEPING ACTION PLAN

i. Ensure Assistant Manager and the Front Office is immediately and fully
informed of the situation
ii. Assist guests to use stairs
iii. Position water bottles on every floor by the doors leading to stairwells
iv. Distribute Apology Letters from Management to all occupied rooms.
PRIVATE PROPERTY 93

a written agreement

Topic : COMPUTERS
1. UPS BATTERY BACKUP FOR SELECT COMPUTERS

The servers and workstations have battery back-ups (UPS), which will continue to
provide electricity to these computers if electrical black-outs or surges occur.
The UPS operates immediately when PLN electricity fails and then reverts to the
generators' electrical supply as soon as the generators kick in.
The UPS can provide back up power for a maximum duration of 2 hours.
2. FILE BACKUP
 Backup for other computers are the responsibility of individual users.
 Cloud Servers will automatically back-up
3. ASSISTANT MANAGER ACTION PLAN

ii. Go to the computer room and check display on UPS system. It will tell you how
much time the back up system can operate.
iii. All computers will operate until backup system shuts down.
iv. Print guest detailed balance report.
v. Ensure that every person logs off before the 10 minutes are up.
vi. Be prepared to work without the computer system for a long time.
PRIVATE PROPERTY 94

a written agreement

Topic : SWITCHBOARD / PABX FAILURE
ASSISTANT MANAGER ACTION PLAN
1. If the switchboard fails

➢ Check all connections, power etc,
➢ Check that board is not on night switch.
➢ If the problem still exists, try operating second board.
2. If the power failures or there is a cut of electrical supply to the hotel

➢ The backup batteries will support the system for two hours.
3. Be aware that the PABX can trip out because of high temperature.
4. If the system fails completely

➢ Communications will have to be carried out via walkie – talkie.
5. Inform the EDP Manager or Chief Engineer.
6. If necessary, generate an Apology Letter that is to be signed by the General Manager

and ensure that signed copies are distributed to all occupied rooms
PRIVATE PROPERTY 95

a written agreement

Topic : WATER ⎯ SOURCE
i. Public Water Company (PAM)
Provides the most economic supply of water and is the primary source
of water for the property.
ii. Reservoirs On-Site:
The on-site reservoirs are activated when the PAM supply is cut off or is
insufficient to meet the demands of the property. The water level in both
reservoirs is maintained from the PAM supply.
Water is pumped from the basement tanks to the roof tank before being
distributed to the Hotel rooms and outlets.
PRIVATE PROPERTY 96

a written agreement

Emergency : LOSS OF PUBLIC SERVICES ⎯ WATER
Topic : HOUSEKEEPING ACTION PLAN
1. Ensure Assistant Manager and Front Office are immediately and fully informed of any
cuts in water supply.
2. Housekeeping staff to collect from Housekeeping storeroom and distribute one gallon
of mineral water to each occupied room.
3. Collect empty gallons and replenish if necessary when Housekeeping staff makes up
rooms.
PRIVATE PROPERTY 97

a written agreement

Topic : FOOD
1. DRY, REFRIGERATED & FROZEN STORES
Approximately one week’s supply of food and water should be maintained in these stores to
accommodate the needs of employees and current number of guests.
2. FOOD PREPARATION IF NO DELIVERIES / PROPERTY ISOLATED FROM

SURROUNDINGS
Food will be prepared in the main kitchen for staff and guests until deliveries resume or access
to outside areas is restored.
3. FOOD PREPARATION IF NO GAS SUPPLY
Done in the main kitchen on electrical stoves for as long as electricity supplies, ventilation and
lighting are operating.
PRIVATE PROPERTY 98

a written agreement

AI Emergency Situations Manual June 2019

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

AI Emergency Situations Manual June 2019

Uploaded by

Copyright:

Available Formats

Archipelago International Emergency Situation

Archipelago International Indonesia,

Contains private and/or proprietary information.

OBJECTIVES OF THE MANUAL

This Departmental Operational Manual is to be used by all department staff members. It

UPDATING THE MANUAL

Information contained in the manual should be updated at least once a year.

Manuals are updated using the following procedures:

Contains private and/or proprietary information.

MANUAL REVISION & APPROVAL RECORD

Contains private and/or proprietary information.

TOPIC ITEM PAGE

PRIVATE PROPERTY iii

Contains private and/or proprietary information.

TOPIC ITEM PAGE

Contains private and/or proprietary information.

TOPIC ITEM PAGE

Contains private and/or proprietary information.

TOPIC ITEM PAGE

Contains private and/or proprietary information.

Contains private and/or proprietary information.

POLICIES & PROCEDURES

Topic : PURPOSE OF FIRE GUIDELINES

➢ The highest levels of guest and employee safety, and

Contains private and/or proprietary information.

POLICIES & PROCEDURES

1. The general alarm will sound.

4. Visual and audio fire signals will start in the stairwell.

6. The Fire Department is automatically notified.

(1) ERT(Emergency Response Team)

(2) Fire Department

(3) Engineer on Duty

(4) Front Office Manager / Front Desk (FOM / FO)

(5) Housekeeper on Duty

(6) General Manager (GM)

Contains private and/or proprietary information.

POLICIES & PROCEDURES

Topic : TELEPHONE OPERATOR’S

(2) Immediately make calls on the emergency call list.

Contains private and/or proprietary information.

POLICIES & PROCEDURES

Topic : MANAGER ON DUTY

(7) File a “Fire Alarm Activity Log” Report.

Contains private and/or proprietary information.

POLICIES & PROCEDURES

Topic : DUTY ENGINEER’S

(2) At the scene of the alarm, assist the MOD as instructed.

Contains private and/or proprietary information.

POLICIES & PROCEDURES

(1) Report to the Basement to coordinate crowd control.

(2) Keep people clear of the stairwell as they exit.

(4) Direct them to the holding area.

Contains private and/or proprietary information.

POLICIES & PROCEDURES

Topic : ALL OTHER MANAGERS’

(1) Report to the Lobby for instructions.

(2) Evacuate if so directed, following evacuation procedures.

(3) Guests should be advised that the alarm is being investigated.

Contains private and/or proprietary information.

POLICIES & PROCEDURES

Topic : EVACUATION OF HOTEL

restaurant and kitchen.