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Sample Crisis Management

Emergency planning is a management function and of particular importance in the task of reducing the harmful effects of special situations.

The Resort/Hotel has an obligation (Duty of Care) to protect guests, visitors and employees from harm or injury. The particular situations for which emergency plans should be made, and indeed the priority of their production and promulgation, will emerge from periodic risk assessment exercises.

Consequently, it is the responsibility of each resort/hotel to enact local resort and or hotel procedures to describe the duties and actions of hotel personnel during emergency situations.

We at KENT consider the following areas when helping you with your emergency planning procedure:

  • Medical Response (e.g. slips / falls, etc.)
  • Fire (including alarm response / incident response, etc.)
  • Evacuation Procedures / Business Continuity Plans
  • Bomb Threat / Explosion Procedure
  •  Emergency Response Procedures
  • Protest / Demonstration
  • Death on Premises
  • Spa / Fitness Center Emergency Response Procedure

This format is widely used and should provide not only guidance for those tasked with preparing plans but also a degree of uniformity.  Among the factors to be considered in contingency planning are:

  • Situation –  a general description of the emergency against which the plan is being made and outline the risks to the guests, visitors, employees, operations, or property.
  • Objective – This should be a simple, clear statement of the objective of the plan.
  • Plan:
    • General Outline
    • Detailed responsibilities
    • Coordination
    • Administration & Logistics
    • Control & Communication
    • Importance

An example of Plan/Communication when using fire as the scenario:

Emergency Response Cycle - Fire