PART II - CHAPTER I -INTRODUCTION TO CROWD AND CRISIS MANAGEMENT

Course Objectives:
The students are able to achieve their:
* ability to independently identify,structure,and analyze complex crisis situations.
* ability to think critically and constructively about competing theoretical perspectives.
* knowledge about literature from different types of crisis,antagonistic as well as non-antagonostic.
CROWD AND CRISIS MANAGEMENT
Introduction:
This course focus on Crowd and Crisis Management process within the hotel,ship,events and other crowd
industry.The purpose of the course is to prepare students for a professional career management.This course
develops knowledge and competence necessary for positions in crisis management and preparedness work on
local,regional national and international levels.
The course also aims to prepare students for crisis management and offers the basics in
identifying,preventing,and controlling crisis situations.
The crisis management basics from preparation to training and compliance are discussed,as.are various stages of
crisis,and the need to establish a crisis management team.Clearly identifying the roles and functions of each
crisis management team member is essential for the ultimate success of contingency planning.
The course widely discussed for helping students to identify potential risks or situations that may percipitate a
crisis or emergency and learn approaches on how to respond to such incidents.The importance of
communication and making instant and effective decisions is also covered,as are a variety of emergency
response scenarios;from planning evacuation and other safety strategies for survival.
CRISIS MGT
- depends on developing,assessing and determining consequences of contingency plans and helps students
identify the most common weaknesses found in many crisis management plans
CROWD MGT
- is the organized and substantiated planning and the direction given to.the orderly progressnof events where
large groups of people gather together. This is called crowd control'.
Continuation of the Introduction to Crowd and Crisis Management and Types of Crisis in Hotel
industry

6 STEPS FOR A SAFE AND EFFECTIVE CROWD MANAGEMENT STRATEGY

Event organizers have a responsibility to ensure that health and safety risks are properly managed for all attendees, including staff,
contractors, volunteers and members of the public. This might not seem like a challenge when walking around your empty venue, but as soon
as a crowd starts forming it doesn’t take much for minor or major injuries to occur.
Example Maltaward,a company that specializes in public safety solutions, about how to make sure an event with a large volume of people
runs smoothly and safely. There are six key steps that appear in the planning of every big event, whether it’s a sports match, music festival,
enthusiast convention or tourist attraction.
1. PLANNING
Crowd management is integral to running a safe, enjoyable event, and should be considered in the earliest stages of your planning.
Even as the organizer, you’re not expected to plan the event entirely on your own. Consult with key figures both inside and outside
of your organization, including:
 Your heads of department/team leaders
 Event contractors
 The venue owner (if it’s not you)
 Local authorities
 Emergency services, first responders
 Local transport providers
 Neighboring businesses and other third-parties affected by your event
  2.UNDERSTANDING YOUR CROWD
Working out how many attendees your expecting might be challenging, depending on the nature of your event. Some companies
have got crowd calendars down to a fine art, while others are almost entirely at the mercy of holidays, weather, or special attraction
timetables. Base your estimates on previous turnout, advance ticket sales or attendance at similar events.
Be aware that your venue will have a maximum capacity and plan accordingly – not only for those inside, but in case there are guests
queueing outside to get in. If there is any chance that your event will reach (or exceed) capacity then you must have a contingency in place to
manage excess numbers. Make sure that your site is accessible for everyone, with facilities and safe travel routes for wheelchairs and
children.
Keep in mind the expected demographic of your event. Are they likely to be familiar with the venue or format, or will you need to
provide a lot of direction? Will fans arrive early to get a good spot, or do you expect people to be constantly flowing in and out? Certain
behaviors can be predicted, like music fans surging to the front during a popular song or sports fans getting emotional at the end of a game.
3.ASSESSING THE RISK
It may be part of your legal requirement to assess the potential risks at your event, from malfunctioning equipment to fire and bomb threats.
Considering the risk generated by the crowd itself is not always as straightforward.
The main health and safety risks associated with crowds are to do with its movement. Swaying and surging can escalate to crushing and
trampling, so identify ways to safely manage the motion of large volumes of people while they are gathered in one location and while they
move through your venue.
Depending on the layout of the space, you may want to consider:
 Staggering the entry process
 Arranging concrete or plastic barriers to keep pedestrians and vehicles separate
 Using fencing to keep emergency access routes clear
 Employing stewards to supervise entry and exits to keep the flow of guests moving
 Navigating people away from areas likely to cause bottlenecks (stairs, narrowing corridors, gates or turnstiles)
 Ensuring all walkways are well lit
 Keeping the pathway between main attractions clear from obstacle
4.COMMUNICATING WITH THE CROWD
The most effective methods of getting a message to your attendees will depend on the nature of your event and venue.
Prominently displayed signage is the easiest way to communicate key information, either with a fixed notice or LED board showing
updates. Try to position signs so that they are visible from afar, making it less likely that guests will need to stop and crowd around signage.
Give guests access to maps – either on signs or on your printed promotional material – so that they can find alternative routes around the
venue. Mark these out clearly on your map and include any accessibility issues that might make them unsuitable for certain guests.
Aside from signs, you may want to consider a PA system, or employing stewards to share information about designated areas. An
information desk may also be appropriate in larger spaces.
5.COMMUNICATING WITH YOUR TEAM
Having a clear line of communication between team members around the venue is essential, particularly in case crowds start to become
difficult to manage. Two-way radios remain the most reliable method of communication, although telephone systems and verbal messages
may be adequate in a smaller venue.
Establish a forman language and procedure to use over the duration of the event so that all vital information can be communicated
effectively. In the event of an incident, you will need to know who is calling, where they are and their situation. Agree on codes or names to
ensure there is no confusion and consider keeping one line for emergency use only.
6.REVIEW
Once your event has finished – whether it’s been an evening, a weekend or an entire season - resist the urge
to simply pack up and go home. Reviewing how the event unfolded with your team is as important as your
initial planning and doing so while incidences are still fresh in their minds is a huge benefit. If you can’t speak
to every individual team member, make sure that you at least meet with team leaders and any key witnesses to
particular issues.
Assess which approaches worked well and which could have been improved, making notes that you can
refer to in the planning stages of your next event. Even if you’ll be at another venue, working with a new team
or managing a different crowd, learn everything you can at each event.
Why is crowd management important?
People act differently when they’re part of a large crowd of faceless individuals. Strong emotions such as
joy, anger, and excitement can quickly spread and become dangerous.
Lack of crowd management can lead to the destruction of property, personal injury, and general hooliganism.
Tips for effective crowd management at events
 As you can see, crowds can be dangerous unless they’re managed properly. So let’s dive into some crowd
management strategies that will help you avoid a disaster at your event.
1. Know your audience
Football matches and heavy metal festivals will have a little more action than academic conferences and trade
shows. Know who your attendees are and how they act in crowds.
1. Plan in advance
How you deal with the crowds at your event should be part of your event planning process. Once
you’ve selected a venue, you can start thinking about how people will move around.
2.Inform the relevant parties
Once you have an idea of the who, when, and where, you can start contacting everyone that will be affected by
your event and needs to know what kind of crowd to expect.
Make sure to contact the following:
 Emergency services
 Event contractors
 Local authorities
 Neighbouring businesses
 Venue management
They’ll be able to help you work out the practicalities of crowd management, as they’re likely to have
experience with similar events in the past.
3.Make a risk assessment
Risk assessments for health and safety at your event are an integral part of planning your crowd management
strategy. Identify potential dangers and plan how to keep people away from them.
4.Have an emergency plan
Things can go wrong no matter how meticulously you’ve planned your event. That’s why you should always
have a contingency plan for when they do.
You should have a plan for some of these worst-case scenarios:
 The weather suddenly changes
 Flammable objects catch fire
 A fight breaks out between attendees
 Someone is caught stealing
 Everyone panics and people trample each other
Figure out the best way to manage those situations so you don’t lose control if they happen.
5.Use a lot of signage
You can avoid having to answer a lot of questions on the day if you use proper event signage. Make sure
that your attendees can find their away around and know where not to go.
Have big signs that can be read from afar for the following:
 Registration queues
 Restrooms
 Smoking areas
 Staff-only rooms
 Potential hazards
 6.Demarcate
the different areas
Use barricades, cones, ropes, or stanchions to show where people should queue up for tickets and
registration. Make clear where the main event is and fence off the areas you want to be left alone.
7.Limit access to alcohol
Alcohol is a good ice-breaker, but it can also break a lot of other things if consumed in copious amounts by an
excited crowd. Depending on your crowd, you might want to consider imposing certain limits.
8.Screen attendees
If you think there’s a chance that some of your attendees will try to bring anything illegal to your event,
consider having the security team pat down everyone when they arrive.
9.Streamline check-in to reduce queues
A sure-fire way to tick people off is to make them wait. Long queues can turn otherwise civilised event
attendees into their polar opposites.
Here are some ways to streamline the check-in process:
 Have multiple check-in points
 Use a ticketing app like Billetto
 Assign customer-minded staff to handle registrants
 Use turnstiles, barcode scanners, or RFID chips
 10.Have the right number of staff
You can’t do it on your own, so make sure you’ve hired the right number of staff in proportion to the size
of the crowds you expect.
There should be ushers to show people around. Your whole team should know the layout of the venue.
They should also have a convenient way of communicating with each other, such as walkie-talkies or a group
chat on everyone’s phone.
Place your staff strategically around the venue and make sure you cover key points of interest:
 Entrances
 Check-in lines
 Ticket purchase windows
 Seated areas
 Guest service desks
 Presentation rooms
11.Hire security
Big events usually require a third-party security firm that is trained to deal with large crowds, rowdy behaviour,
and dangerous situations.
The security personnel you hire should deal with the following:
 Screening attendees for contraband
 Breaking up physical confrontations
 Contacting the emergency services 12.Ask
everyone to report suspicious behaviour
Your security personnel won’t be everywhere all the time, so you need to recruit more eyeballs. Ask your team
and event attendees to report anything shady or suspicious to security.
13.Have a way to alert everyone
It’s easy for your voice to be drowned out by a roaring crowd, so you’ll need other forms of communication in
case you need to alert them of anything important. Consider using a PA system to amplify your message, or
alert attendees via your event app if possible.
14.Review your strategy
Once your event is over and done with, review your crowd management strategy. Speak to your team and
security firm and ask what worked well and what could be improved.
Here are top 5 crowd control management techniques:
1. Wayfinding Optimization
2. Queue Management
3. Temporary Closures
4. Rapid Deployment
5. Customer Flow Management
 A curbside pickup area, hospital check-in desk, museum entrance, or retail returns counter, are all examples
of important destinations within your venue that attract multitudes of people. To guide your visitors there, you’ll
need strong wayfinding techniques.
Fraud
Fraud, which can be defined as a dishonest way to achieve or secure some type of benefit, is one of the more
prevalent crimes associated with hotels. Fraud can take many different forms, including identity theft and cyber-
crimes. Identity theft occurs when an unauthorized person uses another person's personal identifiers (social
security number or date of birth, for example) for their own unlawful use. This can occur many ways in a hotel,
even by the employees of the hotel.
Since employees may have access to some or all of a guest's personal information, it makes the guests an easy
target for having their identity stolen. Cyber-crimes are those crimes which are committed through the use of
computer technology. Hotels make cyber-crimes easier to commit due to many of their networks being
unsecured, meaning that they are unprotected. This increases the probability of sensitive online information
being stolen if it's entered on a computer connected to the hotel's unsecured network.
Physical Crimes
In contrast to fraud, physical crimes at hotels are seen as an even bigger problem because of the risk of
physical injury that exists. Physical crimes at hotels might involve robberies, which can occur in dark or poorly
lit parking lots of hotels, or even inside of hotels. There have been instances in which criminals wait inside a
hotel room, peering through a peephole until an unsuspecting guest walks past. The guest is then robbed as they
attempt to enter their room. Other areas of hotels, such as stairwells and vending areas, present an opportunity
for criminals to rob guests of any money or valuables that they may have on them at the time.
Another physical crime that hotels are susceptible to are car break-ins. Although many hotels have security
cameras, this may not deter criminals from trying to break into a vehicle, especially if they are able to see
something of value inside the car. Most people who frequent hotels are typically away from home and will
therefore have many of their belongings with them.
Items such as clothing, cash, and credit cards will be needed because hotel guests are away from home.
Criminals know this, so they might break into a car to search for these items. Or the criminal may simply want
to steal the car itself.
Theft rounds out the physical crimes that may occur at hotels and lodging locales. Unlike robberies, which
entail one individual accosting another, theft is the taking of an item that is not yours, often without the owner
knowing that the item has been taken. Theft can be a serious problem in hotels because many hotel staff
members, such as housekeeping and maintenance, have access to the rooms of hotel guests. This access may
allow these hotel employees to take items from guests or peruse through their belongings.
PART II - PREVENTIVE MEASURES
Learning Objectives :
At the end of the lesson, the students are able to :
* Identify the preventive hazards
* Develop a comprehensive plan regarding risk management
PART III - RISK MANAGEMENT IN HOSPITALITY INDUSTRY

LEARNING OBJECTIVES :
A.) Identify the risk factors in hospitality industry
B.) Assess the potential risk factor causing damages in hospitality services
6 Risk Factors In the Hospitality Industry
The potential areas of risk in the hospitality and hotel industry are similar to those in restaurant and bar
business settings. However, some are room- and guest-specific. Overall, the areas of risk in a hospitality
business can be found in every room and every function of the business.
A hospitality business–like a hotel, motel, or similar establishment–is a combination of otherwise disparate
service offerings. It contains everything from food and beverage services, to special event settings, to every
nuance involved in the rooms for guests. The effects of inflation–even food inflation–come into play as well.
These six risk factors in the industry show the scope of what you have to be aware of in hospitality risk
management. They range across a hospitality business’s varying departments and corresponding needs. They
also include some back-of-house (BOH) risks, as the back-of-house department of a hospitality business is
equally important.
1. Liquor Liabilities
Anywhere liquor is sold and you’re stocking a bar, there are liquor liabilities. In a hotel bar, it’s hard to know
where your guests may be headed after they’ve had a drink or two.
The best thing you can do is keep tabs on how many they’ve had with you. You should also keep an eye on
areas like the pool for safety measures.
When you confirm your business’s status as a place that is licensed to sell alcoholic beverages, you take on the
responsibility of serving guests. Your state will have its own rules about what your responsibilities are toward
guests and their consumption of alcohol. BinWise isn’t a legal advisor, be sure to check your regulations to
make sure you check every box.
2. Hazardous Chemicals
Cleaning is a big part of keeping hotels and hospitality businesses ready for guests. This is even more important
given the recent COVID-19 pandemic. There are more stringent bar cleaning checklist rules and hotel
standards. Of course, this brings with it the hazard of dangerous chemicals.
The best way to avoid risk with these chemicals is to keep them in the hands of the cleaning crew. That can
mean either on carts or in a locked store room. You should also have a specific section of your inventory
management system devoted to these chemicals.
3. Common Safety Hazards
The most common safety hazards in a hospitality business are slips, trips, and falls. To avoid these risks, make
sure your carpets are well-maintained and keep wet floor signs available. Additionally, it's a good practice to
have stairs and steep areas lit up for greater visibility at night.
Your precautions for these common safety hazards keep your business safe for guests and staff alike. These
precautions and solutions should be implemented everywhere. That includes all front-of-house and back-of-
house locations where there is heavy foot traffic.
4. Special Event Management
Special event management–from the banquet server work to the banquet manager job to banquet table setup
ideas– is a unique type of risk. Events, from parties to corporate functions, bring together food and beverage
risks and general guest satisfaction and safety risks. A full risk assessment and plan is needed for the event
management department.
When it comes to the management of special events and their risk factors, it’s best to have one person
overseeing the entire operation. This person should have no other tasks under their responsibilities. This will
help to ensure your events go smoothly and leave guests satisfied.
5. Property Damage
Some amount of property damage is bound to happen from time to time with so many guests moving through
the hotel, bed and breakfast, or other hospitality space. Property damage can be as small as a bit of chipped
paint on the wall to as large as a broken nightstand. It can be hard to avoid, as guests are unpredictable.
The best risk management plan is to have a budget set aside for damages. On top of that, you should have a
liability and property damage waiver included in your room agreements. With guests signing a waiver that says
“You break it, you buy it” you’re less at risk of careless mistakes.
6. Food Safety
Food safety is paramount in a hospitality business. From in-house restaurants to room service to catering, a lot
of food moves through a hotel. With all that food, food safety is a top need to meet–for everyone. The best way
to mitigate it is to have operational efficiency in the kitchen and food storerooms.
This operational efficiency starts from the top chef and food and beverage management. It’s also vital to have
everyone in the food preparation process be fully aware of every safety measure required. When the team works
together to ensure safety, the food being served will be of the highest quality in every possible way.
PART IV - HAZARDS IN FOODSERVICE ESTABLISHMENTS
Learning Objectives:
1.) identify the types of hazards in foodservice establishments
2.) analyze the impact of hazard prevention in foodservice establishments