Front_Office_Operations

Chapter 7– Security and safety responsibilities

Health and safety aspects of hotels

2.Health and safety aspects of hotels

2.1Everyday health and safety hazards in hotels

2.2Health and safety at work

2.3Fire prevention and fire emergency

2.4First Aid

2.5Emergency evacuations

2.6Incident reporting

Chapter 7– Security and safety responsibilities

Health and safety aspects of hotels

The front office will naturally be the place for staff and guests where potential risks are reported (e.g.. if a guest or member of staff discover faulty wiring or an area of wet floor); where actual accidents or cases of ill-health are reported; where assistance is requested (e.g.. if a guest requires first aid or the calling of a doctor or ambulance); and where people look for guidance in case of emergency.

2.1 Everyday health and safety hazards in hotels

Guests and staff may be going busily about their duties. So it is easy to be unaware of potential hazards as you move about a familiar area Hotel staff, however, are in a better position to identify potential hazards, and they also have a duty of care to guests: either to eliminate the risks, or to inform guests about them before accidents happen.

Chapter 7– Security and safety responsibilities

Health and safety aspects of hotels

Hazards that may be present for guests

Awareness and vigilance. Front office staff should look out for hazards and take note of any reports or comments by guests or other staff that might indicate a potential problem.

Removal of hazards, where possible. If you notice a problem that you can put right yourself (e.g.. moving obstructions from a gangway, or closing an open filing cabinet), do so.

Warnings. If a hazard cannot immediately be dealt with, it will issue a warning (wet surface sign over a spillage, out of order).

Reporting. Hazards that need authorisation or special skills to deal with should be notified to the appropriate person (e.g.. the duty manager, housekeeping or maintenance staff) as soon as possible.

Supervision, training and discipline. If any staff member or a guest is breaking safety rules (smoking in no-smoking areas), he/she should be approached politely, and tactfully 'reminded' of the rules, if necessary, by informing someone in authority (duty manager) may be unpleasant to be the 'whistleblower'.

Chapter 7– Security and safety responsibilities

Health and safety aspects of hotels

2.2 Health and safety at work

Chapter 7– Security and safety responsibilities

Health and safety aspects of hotels

2.2 Health and safety at work continued…

The Act requires, hotels should have their own health and safety policies, clearly posted on the staff notice board, in office manuals etc.

Different types of health and safety risks.

●Housekeeping staff may face risks from the storage and handling of cleaning chemicals which may be dangerous if misused. Such matters are covered by separate provisions in the Control of Substances Hazardous to Health (COSHH) regulations. Front Office should have on file a Materials Safety Data Sheet (MSDS) with information on the storage and handling of a chemicals, and what to do in case of emergency.

●Maintenance staff may be at risk when using tools or dealing with electrical wiring.

●Porters may be at risk of back injury through heavy lifting (and poor lifting technique).

●Any staff may be at risk of fails, slips and trips; misuse of equipment; and so on.

Chapter 7– Security and safety responsibilities

Health and safety aspects of hotels

2.3 Fire prevention and fire emergency

Fire is a particularly terrifying prospect in a hotel, because of the number of people housed in what is for them an unfamiliar (and potentially confusing) environment. It is vital that front office staff are fully familiar with, and practised in fire emergency drills; and that they be available to give calm, practical leadership in the event of a fire emergency.

The main causes of fire in a hotel are:

●Electrical fires (e.g.. from overloaded power sockets or poorly maintained Wiring)

●Flammable substances (such as chemicals or aerosol cans left in direct sunlight)

●Flammable materials (such as waste paper, chemical-soaked rags, clothing and some furniture materials), particularly where these are likely to come into contact with heaters, electrical sparks, cigarettes or sparks from log fires

●Human error (e.g.. carelessly disposed of cigarettes, fat fires in the kitchen, heaters obstructed with towels or clothes causing overheating)

Chapter 7– Security and safety responsibilities

Health and safety aspects of hotels

2.4 First Aid

Every hotel should have:

●At least one member of staff who is qualified to render first aid. Front office staff, being the first port of call in an emergency, would be good candidates for this kind of training.

●A telephone directory of staff members who hold a first aid qualification, for contact in an emergency; and another directory of local doctors, emergency dentists, hospital accident and emergency departments and the ambulance service, for call if first aid is not sufficient to deal with the problem

●A number of first aid boxes (one of which will be held at reception), with basic first aid supplies, including bandages, splints, antiseptics and so on, with instructions for their use.

Chapter 7– Security and safety responsibilities

Health and safety aspects of hotels

2.4 First Aid continued…

Limits of the authority and expertise as follows.

Step 1 : Attend quickly - Time is of the essence. Have another person to cope with you because you cannot do it alone, in order to have a witness, assistant or 'crowd controller' to reassure other guests.

Step 2 : Stay calm, and help the sick or injured person to stay calm as far as possible: listen and reassure.

Step 3 : Assess the severity and nature of the incident, in order to decide what to do next, whom to call, and how to minimise risk, stress and disruption to other guests.

Step 4 : Do not attempt to deal with a hazard or injury, unless you are competent and qualified to do so.

●Call for assistance from specialised personnel (e.g.. maintenance) if required to control further risks (e.g.. to deal with broken glass, spillages, electrical hazards etc).