Crisis and incident reporting is an important discipline that aims to preserve the health and safety of guests and staff, minimise brand damage, limit the loss exposure and proactively identify and subsequently control incidents.
There are two levels of incidents that warrant reporting:
1. Serious Incidents
Death of a guest, employee or visitor
Sexual assaults
Aggravated assaults of guests, employees or visitors that result in physical injury
Fire or natural disasters resulting in major damage to property or injury to guests and staff
Theft of property of a value of > USD $ 50,000
Any other incident that results in guests, employees or visitors requiring in-patient care athospital
Any other incident that could result in major financial loss or adverse publicity to the hotel or IHG.
Serious incidents should be reported immediately to Asia Pacific Risk Management and/ or Crisis Communications Center via +1 801606 5907
2. Incidents and Claims
All incidents, insurance claims orpotential claims should be reportedwithin 24 hours. Examples ofincidents include:
Fire
Loss of cash
Incidents Requiring Police Response
Letter or notice of claim
Food poisoning allegation
Strike or protest
Major plant failure
Notice served by a regulatory authority/ body
Incident are reported via:
Verbally - Asia Pacific Risk Management or +65 6395 6152
Facsimile - +65 6395 6158
E-mail - ap.incidentreport@ihg.com
Template incident reports, available in paper-based and electronic form, have been developed to notify Asia Pacific Risk Management of incidents.
Incident Management
The priorities of incident management are:
Provide medical assistance
Control the scene
Provide assistance
Assist in notification of incidents
Not admit liability
If a guest requests a copy of the internal incident report, a notification of report should be provided to the guest that simply states that:
an incident was recorded;
the particulars of the guests/ employees affected or having witnessed the incident;
the nature of the incident (e.g. theft, injury, fire, etc.);
the details of the date of the incident;
the location of the incident; and
description as to the loss, damage or injury (e.g. bruising to the knee; cash theft; etc.).
Incident reports are not provided to guests in the interests of providing detail within incident reports without prejudice.
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