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11. Crisis And Incident Reporting

อัปเดตเมื่อ 16 ก.ย. 2562

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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