The contingency plan sets out the duties of hotel staff in the event of a disruption to normal operations. A condensed version of this plan can be found in the PDF file below:
Contingency planA detailed description is required, given the particular importance of
Behaviour in the event of a fire
Hotel management
In the event of a fire alarm in the hotel, the management, or hotel management, is primarily responsible for coordination and leadership tasks:
* Coordinate emergency and evacuation measures and oversee the implementation of the contingency plan.
* Ensure that the fire brigade has been alerted and that all staff are aware of their duties.
* Supervise the evacuation and ensure that guests, visitors and staff leave the building.
* Cooperate with the emergency services and provide key information about the hotel, occupancy and specific hazards.
* Make crisis management decisions and coordinate communication between departments.
* Check that everyone is present at the assembly point or collate the relevant reports from the departments.
* Pass on information about missing persons to the fire service.
* Maintain calm and order and support an orderly evacuation.
* After the incident, organise the resumption of operations or arrange for necessary closures and safety measures.
* Ensure that the incident is documented and that a debriefing and evaluation of the events take place.
Principle: The management team assumes leadership and coordination, but must not put themselves at risk. Saving lives and ensuring the safety of guests and staff always take the highest priority.
Receptionists
In the event of a fire alarm in the hotel, receptionists play a key role in emergency management.
Their specific duties include:
* Taking the fire alarm seriously and activating the contingency plan.
* Alerting the fire brigade if this has not already happened automatically or if the situation requires it.
* Informing guests and visitors and guiding them to safety.
* Remaining calm and preventing panic.
* Have room occupancy lists, guest lists or electronic occupancy data to hand so that emergency services can determine whether anyone is missing.
* Meet the fire brigade and emergency services and pass on important information
(e.g. location of the fire, missing persons, specific hazards).
* Take lifts out of service, provided this is stipulated in the hotel’s regulations.
* Keep emergency exits and escape routes clear.
* Organise and supervise the assembly point, where this is provided for in the contingency plan.
* Receive reports from staff regarding which areas have already been checked and whether anyone is missing.
* Do not allow any guests back into the building until clearance has been given by the fire service or the incident commander.
Example of a checklist available at the reception desk:
Hotel Technician
In the event of a fire alarm in a hotel, hotel technicians have specific technical and safety-related duties:
* Check the fire alarm system and identify the area where the alarm has been triggered, provided this can be done safely.
* Guide the fire brigade and provide technical information about the building.
* Secure or switch off technical systems, e.g. ventilation, air-conditioning or gas supply systems, if this is stipulated in the contingency plan.
* Check smoke and fire doors to ensure they close properly.
* Take lifts out of service or switch them to the prescribed fire mode.
* Keep escape and rescue routes clear and ensure that emergency lighting is in working order.
* Report sources of danger, e.g. gas cylinders, fuel stores, electrical installations or other technical hazards.
* Assist with the evacuation, particularly in technical areas, cellars and ancillary rooms.
* Inspect technical rooms (heating, plant rooms, electrical rooms), provided this can be done safely.
* Report to the assembly point or the incident command centre which measures have been carried out and whether any particular hazards exist.
* Do not attempt to extinguish major fires on your own initiative; rescuing people and ensuring your own safety take priority.
Example of a hotel technician’s checklist:
Kitchen staff
In the event of a fire alarm in the hotel, kitchen staff have specific duties in addition to the general evacuation procedures:
* Switch off cooking and heating appliances, provided this can be done safely.
* Secure the gas supply and electrical appliances (in accordance with operational instructions).
* Tackle fires at their source, but only if there is no risk to your own safety and suitable extinguishing agents are available.
* Never use water on grease fires.
* Use a suitable lid or grease fire extinguisher.
* Clear the kitchen and storage areas and ensure that no one remains there, provided this can be done safely.
* Close the doors to the kitchen to prevent the spread of fire and smoke.
* Alert guests and colleagues and assist with the evacuation.
* Go to the assembly point and pass on important information to your shift manager or the incident commander (e.g. source of the fire, missing persons, hazardous substances or gas cylinders).
Principle: Saving lives always takes precedence over protecting property. As soon as there is a risk to your own safety, you must leave the kitchen immediately and carry out the evacuation.
Example of a notice to be displayed in the kitchen:
Housekeeping staff
In the event of a fire alarm in the hotel, housekeeping staff have important duties, particularly with regard to keeping escape routes clear in the guest corridors.
Typical duties include:
* Remaining calm and taking the alarm seriously
* Ensuring their own safety and that of the guests is the top priority.
* Alerting guests in their designated areas to the alarm.
* Assist with the evacuation, particularly of elderly people, children or people with reduced mobility.
* Check guest rooms, corridors, public areas or other designated areas, provided this can be done safely.
* Ensure that no one remains in the rooms.
* Push service trolleys from the corridor into a room
* After checking, close the doors (do not lock them) to slow the spread of fire and smoke.
* Do not use the lifts
* Direct guests to the stairwells and emergency exits.
* Proceed to the assembly point
* Wait there for further instructions
Example of a notice to be displayed in the housekeeping lounge or on the service trolley: