Emergency Procedures

Resort name

SECTION : EMERGENCY PROCEDURES

REFERENCE : TABLE OF CONTENTS

TABLE OF CONTENTS Objectives Implementation Introduction Fire Procedures Fire Information Fire Prevention Program Fire Equipment Safety/Control Areas Fire Brigade Committee Fire Evacuation Plan Bomb Procedures PBX Department Procedures Bomb Threat Check List Building Search Plan Flood Procedures Earthquake Procedures Earthquakes After an Earthquake Earthquake Safety Program Typhoon Procedures Preparing for a Typhoon Evacuation No Evacuation During a Typhoon Power Failure Bell Captain Chief Engineer Rooms Division Manager Section 1

Section 2

Section 3 Section 4

Section 5

Section 6

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REFERENCE : TABLE OF CONTENTS SECTION : EMERGENCY PROCEDURES

TABLE OF CONTENTS CON’D Water Shortage Chief Engineer Political Crisis Staffing Information Person Informing the Guest Emergency Service and Supplies Section 7

Section 8

Reviewing the Plan Section 9 Developing an Emergency Plan Promoting a Safety Attitude Everyday

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SECTION : EMERGENCY PROCEDURES

REFERENCE : OBJECTIVES

OBJECTIVES OF THE EMERGENCY PROCEDURE STANDARD The objectives of the Standard are to : 1. Assist the GM in implementing an emergency procedure system that promotes the safety of guests, staff and hotel property. Prepare staff in handing an emergency. Assist each department in training their staff to understand the emergency policies and procedures.

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SECTION:EMERGENCY PROCEDURES

REFERENCE : IMPLEMENTATION

IMPLEMENTATION OF THE STANDARD To better understand the Standard, please become familiar with the table of contents. Each section outlines what role each department must take in an emergency. The first section, “Fire Procedures” goes into great depth detailing all the standard emergency procedures. The sample evacuation plan that is provided in the “Fire Procedures Section” must be customized by hotel in order that the plan meets the needs of the hotel. The plan meets the needs of the hotel. The plan should then be reviewed on a regular basis as part of emergency planning and preparation. The GM, Rooms Division Manager, Chief Engineer and Security should become familiar with the Standards. Each individual section should then be passed on to the appropriate manger through training.

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SECTION:EMERGENCY PROCEDURES

REFERENCE : INTRODUCTION

The following emergency procedures outline how to react in the event of a fire, bomb threat, flood, earthquake, or water shortage. 1. Because disasters often hit us when we are least prepared, it is important that staff is familiar with the procedures and equipment to avoid confusion and to control and minimize damage. Every hotel must have an overriding paging system which can be heard in all areas of the property. These areas include outdoor, back-of-house, front-of-house and guest Room. Every hotel must also have wireless communication for use during the emergencies. Code numbers must be uniformly used on the overriding paging system to alert staff of an emergency situation and are as follows: Contact the following people in the event of an emergency (in order of sequence) : GM Chief Security Chief Engineer Rooms Division/Resident Manager/EAM Food and Beverage Manager If the GM is not on the property, contact the next person on the list.

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Resort name

SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

FIRE INFORMATION HOW FIRES BURN 1. To produce a fire, FUEL, HEAT, AND OXYGEN must be simultaneously present.Without anyone of them, a fire cannot start or continue to burn. Fires may be placed into one of three classifications based upon their source of fuel. For each, a different method of extinguishment must be used as shown below:

2.

CLASS

FUEL

METHOD OF EXTINGUISHING Quenching

TYPE OF EXTINGUISHER Water, Dry chemical. Dry chem.

A

Paper, cloth, wood, rubbish Liquids (gas, oil, paints, Cooking oils) Fire in live electrical equipment

B

Smothering

C

Non-conductor

Dry chem.

Oriental Hospitality Consultants – OrientalHospitality.com CODE:

SECTION : EMERGENCY PROCEDURES REFERENCE :FIRE PROCEDURES

IF YOU DISCOVER A FIRE 1. Stay calm and do not panic.

2. Once a fire is suspected in an area, do not open any doors without first checking to see if they are warm. If so, leave the doors closed.

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Never open a door if smoke is coming out. Activate the internal fire alarm system.

5. Contact the operator and give your name and the exact location of the smoke or fire. FIRE FIGHTING TIPS 1. Try to remove flammable materials from the fire zone (i.e. curtains, sheets, table cloths, paints, cleaning supplies, oil, gasoline, fuel, light wood, plastics, etc.). 2. Attempt to fight fire with available extinguishers until help arrives.

3. If a person catches on fire, cover them with blankets or sheets. This will extinguish the fire since fire can not burn without oxygen.

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Resort name

SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

FIRE PREVENTION PROGRAM FIRE DRILLS Security Department should conduct fire drills every two months to ensure that staff know How to respond in the event of a fire. FIRE TRAINING PLAN It is important to educate all staff in preventing fires. This involves training and drills on a regular basis as follows: 1. The gas valves must be turned off by the Chef at the end of each day. A hanging chart should be kept in the kitchen and signed once the valves have been turned off. Engineering must test the fire alarm control systems weekly and test the fire hose and extinguishers quarterly. They should be checked for both pressure and content. 2. Although the tanks may be pressurized according to the guage, the content may compress and not be usable. Human Resources should test the performance of the fire brigade monthly. Thus, the fire brigade will be called using “Code Red”. 3. Drill should be conducted biannually. (Guests must be notified prior). The paging system must be tested in every guest room and all public areas. Three random sprinkler systems should also be checked.

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FIRE EXTINGUISHIERS Fire extinguishers are supplied through Santos Engineering Ltd Fire extinguishers are set through the property in relevant areas to ensure the safety of our customer’s property and associates alike. The responsibilities for the upkeep and checking is done through our security office who is assigned to the personnel department. Each extinguisher should have a bin card attached with the date of inspection, also indicated would be the typed of extinguisher. The procedure would be that on a monthly basis our security officer shall check each and every extinguisher in the resort, on doing so he submit a check list indicating he has checked all. Those that need changing must be done right away and replaced with a full extinguisher. The report will be sent to the following General Manager Financial controller Resident manager Personnel manager Engineering department One copy will be with the security officer for inspection form the health and safety officers who will inspect the property as and when required.

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Resort name

SECTION: EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

KITCHEN FIRE TRAINING PROGRAM The majority of hotel fires occur in the kitchen. Therefore kitchen staff should be trained thoroughly and regularly. The training program should be coordinated by the corporate Chief Engineer, the Corporate Executive Chef, and the Training Manager. Kitchen staff are still requested to participate in the regular training programs. FIRE EQUIPMENT FIRE TROLLEY Each property should have a fire trolley for use in kitchen fires. The Chief Engineer should control and equip it with the following equipment: 2 liters of water 5 kilograms dry chemical 5 kilograms CO2 first blanket flashlight can of sand gas masks with 4 canisters bolt cutter sprinkler wrench gloves for handling asbestos hard hats sprinkler plugs box assorted sprinkler heads hydrant reducers nozzle fire axe

Oriental Hospitality Consultants – OrientalHospitality.com CODE:

SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

FLASHLIGHTS Every outlet, office, kitchen and guest room must have a flashlight. The flashlights should be hung near the entrance of each area except in the guest rooms. The flashlights should be checked regularly to ensure that the batteries are still functioning. BACKPACK Each property should have a fire fighting backpack for use in all other areas of the hotel with the following equipment: 5 kilograms dry chemical 5 kilograms CO2 500 meter rope (200 lb. load) flashlight fire axe (short) gas mask asbestos gloves hard hat sprinkler wrench bolt cutter FIRE EXIT PLAN Every guest room must have a fire exit plan on the back of the entrance door with a highlighted route of evacuation from the room. Housekeeping is responsible for the maintenance of the plan.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

EMERGENCY LIGHTING/WATER PUMP The chief Engineer is responsible for ensuring that the emergency power generator and the water Pump are ready for use at all times. OTHER EQUIPMENT The Chefs, Outlet and Catering Managers are responsible for fire extinguishers in their areas. Any missing from their stands/hooks, must be immediately reported to Engineering. Equipment such as fire extinguishers, smoke detectors, sprinkler systems and alarm systems must meet the standards established by the Group Technical Services Department and be maintained by the Chief Engineer. Each hotel must have a strong rope or roll ladder attached to the top of the building which Engineering should check regularly. SECURITY On a daily basis, Security must inspect: Fire extinguishers – are they in right places Fire exits – are they clear Walkways – are they clear

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SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

SAFETY/CONTROL AREAS Each property must have a designate safety area in the event of an evacuation. This area should be away from the building and in an open area. Use the lobby as the command post to centrally locate all communication. FIRE BRIGADE COMMITTEE Each property should have its own in-house fire brigade committee. The following must be members of the fire brigade committee: GM Rooms Division/Resident Manager/EAM F&B Division Manager Executive Chef Chief Engineer Human Resources Manager Chief Security The committee is responsible for establishing fire prevention programs and fire fighting regulations for: Equipment: 1. Extinguishers 2. Hose reel 3. Pump 4. Alarm system Training : 1. Classroom 2. Operation of equipment 3. Evacuation training

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SECTION : EMERGENCY PROCEDURES

REFERENCE : TABLE OF CONTENTS

FIRE EVACUATION PLAN Three primary rules for everyone to follow are: 1. Stay calm and do not panic. 2. Inform guests and direct them to nearest fire exit or fire stairway. 3. Do not use elevators. The next section lists tasks each department must do in the event of a fire. All staff should be trained to be familiar with the procedures so that they know how to react during an actual fire. Once all the tasks have been completed, the staff MUST REPORT TO THE DESIGNATED SAFETY AREA.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

TELEPHONE OPERATOR ALARM 1. Upon receipt of emergency call or fire alarm, you must immediately inform the GM of the fire and its location. If the GM is not on the property, inform the first available person according to the following list: EAM/Resident/Rooms Division Manager F&B Manager Chief Engineer Duty Engineer Chief Security/Duty Security 2. Call engineering to verify that they have also received the alarm or notify them of emergency calls. FIRE BRIGADE The approval to call the in-house fire brigade committee over the paging system must come from the GM, Resident Manager/EAM, or Chief Engineer if an actual fire is found.Operator should use Code Red followed by the location of fire. EVACUATION 1. The guests must then be given immediate instructions from the GM using the overriding paging system. 2. Switch on all switch-boards for house calls.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

CHIEF ENGINEER/DUTY ENGINEER ALARM 1. Upon receiving a fire alarm, attempt to reset the alarm. If you are able to reset, it is most likely a false alarm. Physically inspect the location to verify. If you are unable to reset the alarm, there is a greater chance of an actual fire.Inspect the location to verify.Bring the fire trolley if the alarm is in the public areas or kitchen.

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You will also be notified by the operator or security of an alarm in the event that the engineering alarm board is not functioning properly.

FIRE If there is a fire, duty engineers must: 1. Notify the operator who then notifies the GM. 2. Shut off main gas valves at the tanks. EVACUATION 1. Shut off the boilers, air conditioning chillers and air handling units. 2. Place the fire pump in the automatic position.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

GENERAL MANAGER You will be alerted by the operator. FIRE 1. Go to location of fire and give assistance. 2. You must decide whether to notify the operator to call the in-house fire brigade committee on the overriding paging system. If you do, you must five immediate instructions to the guests to keep them calm (they will hear the Code Red call). 3. Discuss the situation with the in-house fire brigade committee. Then decide if it is necessary to call the fire department. EVACUATION If evacuation is advised by the fire team, notify the operator to give the evacuation notice on the overriding paging system. EAM/ RESIDENT MANAGER/ ROOMS DIVISION MANAGER F&B MANAGER If the GM not available, you will be contacted in the event of a fire. Follow the procedures Outlined for the GM.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

FRONT OFFICE MANAGER 1. If there are any injured or handicapped guests, send two Assistant Managers to assist the guests to safety. 2. Keep the front desk manned until your own personnel have to be evacuated. Secure and remove a current guest list ( in-house, arrival report) and lock up safe. BELLMAN 1. As soon as you hear Code Red, stop guests from using elevators. 2. Call down and isolate all guest elevators at the lobby level. 3. Upon evacuation order, assist and evacuate hotel guests. CHIEF SECURITY 1. In the case of a fire indicating light, immediately call Engineer. 2. Physically investigate the location of the alarm. 3. In case of evacuation, secure all building exits and gates. Stop all outsiders from entering the hotel. 4. Closely coordinate with the hotel’s evacuation crews.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

HOUSEKEEPING If an evacuation is ordered, report any rooms occupied by injured or handicapped persons to the operator and request assistance in evacuating them. Remove all master keys, lock offices, and then evacuate. assist with the evacuation of guests from the guest floors. If time permits,check all rooms before leaving the floor.Mark vacant room doors with an “x” in chalk. LAUNDRY MANAGER 1. Stop all machines and turn off gas supply to the tumblers and switch off all electrical equipment. 2. If an evacuation is ordered, direct employees to the nearest fire exit and close all doors behind you. ROOM ATTENDANTS 1. In case of an evacuation, check all rooms before leaving the floor, advising guests to vacate. Mark vacant room doors with an “X” in chalk. 2. Assist guests to proceed immediately to nearest fire exit/stairway.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

BANQUET MANAGER 1. Upon evacuation order, direct guests and staff to nearest fire exits. 2. Check that all function rooms are vacated and close the doors behind you. OUTLET MANGERS 1. Upon instruction assist your staff to direct guests calmly to the nearest fire exit. EXECUTIVE CHEF 1. Upon evacuation order, turn off all electrical equipment and main gas valve. 2. Assist with the evacuation of staff. COMPTOLLER 1. Upon evacuation order, secure and remove all important documents, checks and money. Store them in a fireproof safe. 2. Front Office Cashier must secure and remove trays, keys and money.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : FIRE PROCEDURES

INFORMATION SYSTEMS MANAGER 1. Upon evacuation order, secure and remove all important diskette files from the shelves. Store in a fireproof safe. 2. Shut off the system before leaving the office. PERSONNEL MANAGER 1. Upon evacuation order, instruct the employee cafeteria staff to switch off all electrical equipment and turn off the gas stove. 2. Check that all locker rooms are vacant and close the doors behind you. TIME KEEPER Upon evacuation order, collect all time cards.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : BOMB PROCEDURES

PBX DEPARTMENT PROCEDURES When a person calls with a bomb threat, try to record message on the answering machine. 1. Ask the following principal questions: WHERE WHEN WHAT WHO WHY is the bomb located? will it explode? kind of bomb is it? are you? have you planted the bomb?

2. Obtain detailed information from caller ( use the check list on the following page). 3. Try to remember the exact words of the message. Make notes as caller is taking or write the message as soon as caller hangs up. 4. After or during the threat, you must immediately inform all the following people in this order of sequence: GM EAM/Resident/Rooms Division Manager F&B Division Manager Chief of Security Chief Engineer Front Office Executive Housekeeper Comptroller 5. The local bomb squad can only be contacted with approval of the GM.

6. Upon instruction, begin the evacuation process (refer to Fire Procedures).

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SECTION : EMERGENCY PROCEDURES

REFERENCE :BOMB PROCEDURES

BOMB THREAT CHECK LIST OPERATOR’S IDENTITY CALLER’S INDENTITY Male _______ Female _______ Adult _______ Juvenile _______ Race _______ Approximate Age _______ VOICE CHARACTERISTICS Loud ______ Soft ______ Deep ______ High Pitch ______ Raspy ______ Intoxicated ______ ACCENT Local ______ Not Local ______ Foreign ______ BACKGROUND NOISES Music ______ Street Traffic ______ SPEECH Fast ______ Slow ______ Distinct ______ Distort ______ Stutter ______ Nasal ______ MANNER Calm ______ Irrational ______ Deliberate ______ Incoherent ______ Quiet ______ Voices ______ LANGUAGE Excellent ______ Fair ______ Good ______ Poor ______

Emotional ______ Angry ______ Coherent ______ Laughing ______

Did caller appear familiar with hotel by his description of the bomb location? Write out the message in its entirety and any other comments on a separate sheet of paper and attach to this check list.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : BOMB PROCEDURES

SECTION : EMERGENCY PROCEDURES

IF AN OBJECT IS FOUND 1. Do not touch it, move it, handle it or smoke near it. 2. Inform the GM through the Front Office. 3.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : FLOOD PROCEDURES

FLOOD PROCEDURES 1. Contact operator to inform of the exact location. 2. The operator should inform the following: GM EAM/Resident/Rooms Division Manager Duty Engineer Housekeeping 3. The GM should give appropriate instructions depending on the extent of the flood (see Typhoon H.5.). 4. Engineering should check that power generators are not flooded. If they are, shut down the generators that serve those gas and electrical lines. 5. Keep 100 empty sand bags in each property and fill at the beginning of each rainy season. Place may rise and cause damage to the property.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : EARTHQUAKE PROCEDURES

GENERAL PROCEDURES TO FOLLOW 1. Do not panic and remain calm. 2. For those inside, stand under should be pointed out by Engineering Department to all staff during Earthquake Drills. 3. For those outside, do not stand near hanging trees, fence areas or buildings. The ideal location is an open area without structures, tall trees or wires overhead. 4. Do not use candles, matches or anything which causes a spark. 5. Inform drivers to stop their car and stay seated inside when an earthquake begins. 6. At seaside properties, do not go near the ocean to avoid the risk of tidal waves (tsunami). 7. At seaside properties, instruct boat drivers to go out to sea during an earthquake. They should not approach the land for the duration of the earthquake.

AFTER AND EARTHQUAKE After an earthquake tremor has ended, the following steps should be announced on the overriding paging system or bullhorn: 1. Check for those people around you.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : POWER FAILURE

In the event of a total power outage, the following procedures must be followed: BELL CAPTAIN Locate all guest/ back-of-house elevators to check for guests and staff. Advise them to stay calm until they can be removed form the elevators. CHIEF ENGINEER 1. Start up generator to supply the load. 2. Contact the Metropolitan or Provincial Power Authority to determine problem and approximate duration of power outage. 3. Notify Operator who should then notify the GM. 4. Assist staff and guests that are stuck in the elevators. ROOMS DIVISION MANAGER Inform the Executive Housekeeper who should instruct the

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room attendants to check their guest room floors to ensure all emergency exit lights and lighting is functioning properly.

SECTION : EMERGENCY PROCEDURES

REFERENCE : WATER SHORTAGE

Washing machines F&B Department Dish washing machines Housekeeping Use less water for cleaning bathrooms Stop using water for gardening Stop all outside cleaning

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SECTION : EMERGENCY PROCEDURES

REFERENCE : WATER STORAGE

CHIEF ENGINNER CONT’D 4. If available, use a deep water well but not for the following: Air conditioning equipment Cooling tower Drinking water/coffee machine Dish washing machines Boiler 5. If you do not have an in-house water source, contact an outside source to supply water by a tanker. 6. Water storage for the fire pump, fire hose, and sprinkler system must be maintained as a first priority. 7. The decision to purchase water has to be made by: GM Chief Engineer Senior Assistant Manager Rooms Division Manager F&B Division Manager 8. When the water supply has returned to normal, the Duty

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Engineer must notify all departments concerned. 9. Housekeeping should check each room when water service is restored to save water from faucets left in an open position, as well as non-stop flushing system including public area toilets.

SECTION : EMERGENCY PROCEDURES

REFERENCE : POLITICAL CRISIS

In the event of a political crisis within the country, the following procedures should be followed: STAFFING 1.Senior person on duty should determine whether it is safe for staff to return home. 2. If so, all nonessential staff should be released. 3. Skeleton staff should remain and be given complimentary accommodation (two persons per room if possible.) 4. Male staff should be used to assist security to stand guard outside ONLY if immediate area is involve in crisis. No staff on duty should involve themselves in any sort of violence. If there is a problem,police should be contacted. INFORMATION PERSON It is extremely important to stay well informed during a political crisis. One contact person in each hotel should be

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informed of all details. It is then their responsibility to disseminate all the information.At the beginning of the crisis, all staff should be informed of this information person.

SECTION : EMERGENCY PROCEDURES

REFERENCE : POLITICAL CRISIS

INFORMING THE GUEST 1. A letter from the GM or Public Relations Manager should be sent to each guest room informing them of the situation and giving recommendations as per official advice form various embassies. 2. Provide tea/coffee, when possible to sooth guests. 3. Management should be available to guests in public spaces to answer guest enquiries/concerns. EMERGENCY SERVICES AND SUPPLIES 1. If our contracted services are unable to continue service during a crisis, the hotel must provide replacement services (i.e., airport transfer). 2. The following supplies should be collected in bulk and stored in the event of a long-lasting crisis: Gasoline Petrol Water

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Fresh food items Batteries (if stock is low) First aid supplies

SECTION : EMERGENCY PROCEDURES

REFERENCE : REVIEWING THE PLAN

WHY SHOULD WE BE PREPARED 1. To provide safety and security to guests and employees. 2. To protect the property’s assets. HOW DO WE BECOME PREPARED 1. Develop an emergency plan. 2. Promote a safety attitude everyday. 3. Conduct regular training. DEVELOPING AN EMERGENCY PLAN You have been provided with a sample emergency plan in Section 1 which is to be reviewed by the Executive committee to identify and correct hazardous situations. The plan must be customized because each hotel faces different safety and emergency hazards. These are based on the structure, age, and location of the building. Set up a regular schedule to review the emergency plan provide (every 6 months),reading it page-by-page with the

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emergency committee. Make changes where necessary by considering the following:

SECTION : EMERGENCY PROCEDURES

REFERENCE : REVIEWING THE PLAN

WHO 1. Who is assigned to key responsibilities? 2. Who is the designated leader? If that person is not there, who is in charge? 3. Who is the media spokesperson to ensure that all statements to the press are accurate. 4. Who notifies police, fire, other authorities, or guests? 5. Who should make an investigation after an emergency, e.g. a crime – take pictures for evidence etc. 6. Who are the local agencies that can help in the event of an emergency, e.g. police etc.? 7. Who is responsible for making the decision to notify the guests? WHAT 1. What emergency supplies will we need? 2. What in-house equipment do we have? 3. What communications equipment do we have? 4. What paperwork should be completed? 5. What strategy is in place to combat? 6. What is our post emergency strategy?

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WHEN 1. When do we notify the police, fire, other authorities, or guests? 2. When do we notify our guests? 3. When do we notify handicapped guests?

SECTION : SANITATION AND SAFETY

REFERENCE : TABLE OF CONTENTS

TABLE OF CONTENTS Objectives Implementation Introduction Personal Sanitation Kitchen Sanitation General Guidelines Principles of Microbiology Bacterial Food Poisoning Preventing Food Poisoning First Aid Procedures Chocking Procedures Public Area Safety Front of House Signs Back of House Signs Car Park Signs Section 1 Section 2

Section 3 Section 4 Section 5

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General Kitchen Safety Preventing Burns Preventing Cuts Preventing Falls Laundry Safety Working Area Safety Engineering Safety Fire System Maintenance Section 6

Section 7 Section 8 Section 9

SECTION : SANITATION AND SAFETY

REFERENCE : OBJECTIVES

OBJECTIVES OF THE SANITATION AND SAFETY STANDARD The objective of the Standard is to: 1. Assist the GM in implementing a safety and sanitation system that promotes a safe environment for guests and staff. 2. Prepare staff in handling an emergency situation that could result form an unsafe work environment. 3. Assist each department in training their staff to understand sanitation and safety policies and procedures.

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SECTION : SANITATION AND SAFETY

REFERENCE : IMPLEMENTATION

IMPLEMENTATION OF STANDARD

To better understand the Standard, please become familiar with the table of contents. Some sections detail specific procedures for individual departments whereas others, such as First Aid are applicable to all departments. 1. The GM, EAM and Security should become familiar with the Standards. Each individual section should then be passed on to the appropriate department manager so that he in turn can train the staff. 2. A set number of staff from each department should be properly trained and certified in First Aid/Chocking Procedures (through the Red Cross or some other certified organization). These members should then be part of Emergency Committees etc. 3. Corporate will conduct ongoing training and spot-checks to ensure that sanitary and sage measures are practiced throughout the hotels.

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SECTION : SANITATION AND SAFETY

REFERENCE : INTRODUCTION

INTRODUCTION Sanitation and safety play an important role in the hotel. We have an obligation to provide a sage and clean environment for our guests and employees. Serious accidents can be a result of unsanitary and unsafe work environments. Although we want to protect and look after our equipment, no risk should be taken that could harm a person. Furthermore, we need to understand human limits and realize that long shifts without breaks increase the risk of accidents. The Sanitation and Safety Standard starts by emphasizing basic personal hygiene standards. These good habits can then be brought into the work place. These are noticed by guests and form the basic for their impression and opinions. To provide a safe environment all staff should know emergency procedures for reporting accidents and fires ( See Security, Rooms Division, Volume C). They should also know the location of fire extinguishers and fire exits.

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SECTION : SANITATION AND SAFETY

REFERENCE : KITCHEN SANITAION

GENERAL GUIDELINES The kitchen is the most important area in the hotel form the point of view of sanitation. 1. 2. 3. 4. 5. 6. kitchen staff must wear socks. kitchen staff may not wear nail polish. kitchen staff may not have hair hanging below collar. provide hand washing facilities with soap dispensers containing anti-bacterial soap in every kitchen. prohibit smoking in all kitchen areas. sore food at appropriate temperatures to protect against spoilage (while being stored, prepared,displayed,served or sold.) maintain all potentially hazardous food at safe temperatures except during necessary periods of preparation and service (at either 7 C or less or at 60 C or more). keep all equipment and utensils that come into contact with food,and areas in which food is processed, clean at all times. clean work tables and surfaces immediately after use. clean refrigerators daily using sanitizing solution.

7.

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9. 10.

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11.

clean freezers and storerooms once per month using sanitizing solution

12. Clean floors after after each meal period 13. Keep wet garbage in a cold storage area to prevent odour (4 square metres/outlet). 14. clear garbage once daily (or more if needed). 15. clean drainage once daily (or more if needed).

SECTION : EMERGENCY PROCEDURES

REFERENCE : KITCHEN SANITATION

PRINCIPLES OF MICROBIOLOGY A basic knowledge of the principles of microbiology is provided to better understand food sanitation. Micro-organisms are organisms so small that they can only be seen through a microscope.they consume food, give off waste and multiply. Some are harmless,some are beneficial and others are very dangerous as they can cause food spoilage and food-borne illnesses. To prevent food-borne illnesses and food spoilage, follow these principles: 1. Control food temperatures when storing, cooking and holding food. 2. Protect food from micro-organisms,roaches, flies, rodents and pets. 3. Protect food from poisonous chemicals and poisonous materials.

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SECTION : EMERGENCY PROCEDURES

REFERENCE : KITCHEN SANITATION

BACTERIA Most bacteria are harmless and can even be useful. Some are important in the production of foods. Bacteria need moisture, food and heat for growth. Some bacteria require oxygen, others thrive better without air. Most bacteria prefer non-acidic, protein rich food such as dairy products, meats, poultry, fish, and glazes. Food can be contaminated through dirty or soiled hands, clothes and towels, tables, utensils, containers and machinery. It may also result from contact with pets, rats,mice,flies,cockroaches,insects and polluted water. Bacterial contamination of food can be prevented by controlling food temperature. Most bacteria develop best between 10 C (50 F) and 49 C

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(120 F). Bacteria practically stop growing and multiplying at temperatures above 74 C (165 F ) and below 4 C (40 F). Most harmful bacteria can be destroyed by: 1. Boiling water at 100 C (212 F) or immersing food in 82 C (190 F) for ten seconds. 2. Applying heat when cooking or sterilizing food. 3. Using chemical compounds, such as chlorine, iodine or quaternary ammonium to clean and sanitize equipment and utensils.

SECTION : SANITATION AND SAFETY

REFERENCE : KITCHEN SANITATION

MOULD Mould is made up of many cells that require air and moisture for growth. Some mould may be beneficial while others may cause problems. Moulds can grow on almost all food which can cause food spoilage detectable by the fuzzy growth, an unpleasant odor and a musty flavor. The formation of mould in food can be prevented by controlling storage periods. Mould can be destroyed by the same methods used to eliminate bacteria. YEASTS Yeasts are organisms that absorb food and moisture and multiply by germinating. Whenever yeast cells are combined with warm temperature,

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air, moisture and sugar they multiply and grow. Yeasts are important in making breads, wines and alcoholic beverages.

SECTION : SANITATION AND SAFETY

REFERENCE : KITCHEN SANITATION

BACTERIAL FOOD POISONING The following four bacteria provide the mot concern to food service operations: STAPHYLOCOCCUS “Staph” causes most food poisoning outbreaks, and many have been traced to prepared or unheated food such as custard-filled pastries, salads, fish and meat products. It is transmitted by the people handling the food. It can take a few hours at room temperature for this toxin to produce. It dose not affect the appearance or flavor of the food. The poisonous substance or toxin is not affected by heat. Heating the food will kill the bacteria, but the poisonous substance still remains. SALMONELLA

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This is caused by bacteria which produce a food infection. The actual bacteria cause the trouble, instead of the poisonous substance produced by the bacteria. Food is infected by salmonella bacteria from infected animals used as food, form infected rodents contaminating the food, and from people who have been contaminated by the bacteria passing the infection to the food. There is no charge in appearance or taste of the food.

SECTION : SANITATION AND SAFETY

REFERENCE : KITCHEN SANITAION

STRETOCOCCUS This is caused by “Strep” bacteria which produce a food poisoning infection when eaten in food. Usually the bacteria comes from human sources. Outbreaks of “Strep” food poisoning have been traced to food such as poultry dressing. Canned sausages, beef croquettes, coconut cream pies, and cheese. BOTULSM This kind of bacteria occurs in canned food and is very difficult to detect with normal means, although a good guideline is to never use heavily dented or damaged tins. Open tins should be emptied or transferred to other containers not later than 8 hours after opening.

CODE:

43

SECTION : SANITATION AND SAFETY

REFERENCE : KITCHEN SANITATION

PREVENTING FOOD POISONING To prevent the spread of bacteria, the following precautions should be taken: 1. Do not let people with known infections handle food. 2. Take stool tests of all kitchen staff during the annual physical exam. 3. Protect kitchen form insects and rodents. 4. Keep facilities clean. 5. Handle food rapidly. 6. Use packages and other containers to prevent contamination. 7. Know how to store and transport food that is being used for an outside restaurant or catering.

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8. Do not use a product after its expiration date. 9. Stock items according to first in, first out in walk-ins and refrigerators.

SECTION : SANITATION AND SAFETY

REFERENCE : KITCHEN SANITATION

REFRIGERATION Although refrigeration retards the growth of bacteria, some will continue to multiply.However, they multiply at a slower rate so that spoilage occurs days or even weeks rather than hours. Since refrigeration is essential in preventing food poisoning, the following precautions must be followed: 1. store meat, fish, poultry, vegetables, fruit, and dairy products separately to prevent cross contamination. 2. refrigerate left-over food immediately. 3. keep perishable food as cool as possible during preparation time and refrigerate as soon as prepared. 4. place warm foods in shallow, small containers for aster temperature cooling when refrigerating. 5. use tight wrappings to keep out bacteria and preserve freshness. HEAT

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To destroy food-poisoning bacteria, food should reach temperatures of 80 C or 170 F. Re-heat left-over food to at least 80 C. Food held on steam tables or bain maries must be kept at 65 C or higher.

SECTION : SANITATION AND SAFETY

REFERENCE : KITCHEN SANITATION

STORAGE TOMERATURE AND HUMIDITY

Storage Temp C Meat and sausages Fish in ice Milk, Butter, Cream Fruits & Vegetables 1 to 2 1 to 2 2 to 4 4 to 7 FREEZING

Relative Humidity in % 70 to 75 80 to 100 75 to 85 80 to 90

Freezing refers to the process of preserving fresh or prepare food by reducing the temperature of the food to -18 C to -21 C. At these temperatures, meat, fish, fruits, vegetables, game, poultry, and ice cream precuts can be preserved over long periods of time without any substantial loss in aroma, flavor, or vitamin content.

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All defrosting should be done slowly in the refrigerator. OTHER One of the biggest threats for food poisoning is using contaminated serving utensils when dishing a product such as ice-cream. Never use hands in ice-machine. Always use ice-scoop.

SECTION : SANITATION AND SAFETY

REFERENCE : FIRST AID

FIRST AID First Aid is the immediate care given to a victim during an injury or a sudden illness. A person’s knowledge of and skill in first aid techniques can mean the difference between life and death. Each hotel must take measures to provide a safe environment for its guest. However, accidents can still happen, especially in resorts. When they do occur, the hotel staff must be prepared to handle them. A fist aid training courser should be conducted on a regular basis in every property. This section and I.4. “chocking” are guidelines and may not take the place of professional First Aid Training. Publications on First Aid and other relevant issues should be obtained form the Red Cross. The following people must be trained in First Aid CPR: GM

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EAM/Resident Manager F&B Manager Human Resources Manger Rooms Division Manger Director of Security First Aid includes the following: Wounds, injuries and Burns Shock Respiratory Emergencies, Choking (see I.4) Poison and Drugs Heat and Sudden Illness Dressing and Bandage

SECTION : SANITATION AND SAFETY

REFERENCE : FIRST AID

GENERAL DIRECTIONS When an accident occurs, simple first aid steps can make the difference. 1. Decisions and actions will very depending on the nature of the accident, number of people involved, availability of medical assistance, equipment, urgency of action, and help from others. 2. Always adapt to the situation and start by making priorities. 3. Enlist the help of bystanders by giving them complete instructions. This will have a calming effect on the injured person and others around you. Inform the Operator immediately who will then call the in-house doctor and the appropriate Manager. 4. Never ignore an injured guest. Even if you are not properly trained in first aid simple attention to an injured guest before the arrival of properly trained personnel will

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assist the guest. 5. Attempt to speak to the victim to determine the level of coherency and the location of injury. Speaking with the victim, also helps to calm the person.

SECTION : SANITATION AND SAFETY

REFERENCE : POLICY & PROCEDURE

POLICY & PROCEDURE Medical emergency Applies to all requests to be admitted in a hospital The following steps are required 1. When the guest complain and the request to go to the hospital. 2. Operator calls M.O.D and mainland team. 3. Operator call the vessels night team on board the junk. 4. Calls mainland for the car or van with driver stand by. 5. Calls the hospital give them ETA 6. CONFIRM ALL THE ABOVE WITH TIMES OF CONFIRMATION AND CALLS MADE FOR OUR REFERENCE IN CASE A CLAM WILL BE MADE. 7. Ensure you have sufficient assistance, call senior management. 8. Assign yourself and one staff to go to the hospital, one form human resources, as they will be able to assist more in terms of talking to the hospital.

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9. Make sure you reassure them,talk to them comfort them all the way. 10. Make sure the nurse handle the emergency + stay with the guests. Problems we might come across. Low tide and must ensure we,or jetty ask the captain where is the most convenient making sure a night trip will be more treacherous with the guests. Decision must be made to evacuate the guest. Medical assistance from phuket such as helicopters and ambulances all information must be at “Rayavadee services” High winds, not being able to leave the resort at that moment in time. Cannot reach the boat captains who are on the junk.

SECTION : SANITATION AND SAFETY

REFERENCE : REVIEWING THE PLAN

WHERE 1. Where are the emergency and control center located? 2. Where is the back-up power source,electrical panel, and shut-off valves for gas and water located? 3. Where are the assigned emergency work-stations? 4. Where is the designated guest safety area? HOW 1. 2. How covers step-be-step plans. How to effectively train the staff.

PROMOTION A SAFETY ATTITUDE EVERYDAY An effective emergency plan promotes a safety attitude at work by calling attention to detail. All staff must be trained to: 4. Report broken emergency equipment, e.g. smoke alarms, emergency lights etc., broken house-phones,

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elevators, or outside lights. 5. ensure that emergency exits and stairwells are not blocked. 6. be more aware of potentially hazardous areas, e.g. boxes etc. 7. ensure that unused rooms are locked e.g. banquet SECTION : SANITATION rooms SAFETY AND etc. REFERENCE : FIRST AID

URGENT CARE In case of a serious injury or sudden illness, give immediate attention to the following: 1. Rescue victim promptly (e.g. remove victim from fire or water) 2. Ensure that the victim has an open airway. Give mouth-to-mouth if necessary. 3. 4. Control any severe bleeding. Provide First Aid for poisoning.

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51

SECTION : SANITATION AND SAFETY

REFERENCE : FIRST AID

ADDITIONAL FRIST AID DIRECTIONS 1. 2. 3. Do not move an injured person, unless in immediate peril, such as fire or drowning. Protect the victim form additional disturbances. Use blankets to avoid chilling. Determine causes of injury or illness: Collect information from witnesses. Look for an emergency I.D. Such as a card, (may help determine condition). If the victim is unconscious and has no sign of external injury, look for I.D. to contact family or relatives Examine the victim: Loosen any constricting clothing. Check for injuries – remove clothing, if need be. Rib or cut clothing but take care not to cause more injury. Use discretion. Check general appearance – note discolouration and other hints for the illness. (if poison is suspected – look for stains around the mouth). Check pulse. Check level of coherency. If unconscious, check for head injury or paralysis. Do not move victim.

4.

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SECTION : SANITATION AND SAFETY

REFERENCE : FIRST AID

ADDITIONAL FRIST AID DIRECTIONS Check the eyes and size of pupils. Check trunk and limbs for open and closed wounds or for signs of fractures. Check to see if the victim has had a laryngectomee (person who does not breathe through the nose or mouth but through the larynges). Check for clues in the vicinity such as weapons, pill bottles etc. 5. Provide First Aid according to the nature of the injury, the needs of the situation, and the availability of human and material resources: Apply dressings and bandages. Do not move the victim unless absolutely necessary. Utilize all measures and techniques that appear reasonable. Remain in control until the victim is turned over to qualified persons.

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53

SECTION : SANITATION AND SAFETY

REFERENCE : FIRST AID

REPORT Any staff member who attends a victim must complete a detailed accident report with a representative from Security. FIRST AID KITS. First aid kits are to be placed in all the following places and should not contain any prescriptive medication. Housekeeping Security Kitchen Timekeeper Personnel

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54

SECTION : SANITATION AND SAFETY

REFERENCE : CHOKING

In the F&B outlets, staff must be trained to handle a victim who is choking. Chocking is the result of food getting caught in the throat, or aspiring fluids and objects into the larynx or lower air passages. Chocking is an urgent matter because the victim will begin to panic and can die within minutes. The following procedures are guidelines for handling a victim who is choking. They should not be used to replace any professional First Aid training , but may be used to reinforce the training. Keep in mind that young children are often victims of choking. Anyone administering First Aid must understand that the procedures for handling a choking child versus a choking adult differ. Below are listed different types of choking and how to administer aid for them. ASPIRATING INTO THE LARYNX/LOWER AIR PASSAGE Anything that is caught in the air passage usually creates an immediate crisis. Foreign objects are trapped by a spasm of muscles at the level of the larynx. When the spasm relaxes, the object is usually coughed out. If the object is not coughed out, contact medical help immediately. Encourage the victim to cough as soon as the spasm of the larynx subsides.

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SECTION : SANITATION AND SAFETY

REFERENCE : PUBLIC AREA SAFETY

OBSTRUCTED AIRWAY – UNCONSCIOUS VICTIM 1. Place the victim on his side facing you with his face looking down. This change in head position may clear the airway. Then administer four hard blows as described above. If this does not help, place the victim on his back. The person administering the First Aid should straddle the victim and apply the abdominal thrust. Take care not to push to either side since this can damage the spleen or liver. Place the heel of one hand on the abdomen with the other on top. Press upwards with four sharp thrusts. Open the victim’s airway to remove any stuck objects. Grasp the tongue an jaw with your thumb and lift it. This draws back the tongue which may be the cause of the obstruction. Use your other hand to remove the object with the index and middle finger. Take care not to push the object farther into the throat. If this is ineffective, repeat the procedures: attempt to reposition the head give four hard blows give four abdominal thrusts use your fingers to check the mouth If at any point, the victim begins to cough or breath, do not continue the procedures. Watch the victim carefully to make sure the choking does not start again. The victim should be checked by a doctor.

2. 3.

4. 5.

6.

7.

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SECTION : SANITATION AND SAFETY

REFERENCE : PUBLIC AREA SAGETY

FRONT OF HOUSE SIGNS To ensure guest safety, the following signs/notices must be placed in all public areas of every hotel in multiple languages: 1. 2. 3. 4. 5. 6. 7. 8. 9. Fire exits. Hidden steps/curbs. Slippery areas (use temporary signs). Areas closed due to chemical cleaning. Apology for any renovations or restorations. Fire exit plan in each room. Safety instructions booklet in each guest room. Mirrors or polite warnings at blind corners. “Are closed” signs during cleaning, maintenance, or pest control. Stickers/notices on glass or mirrors. Pool cleaning during appropriate hours. Lifeguard on duty/ not on duty. Areas restricted to guests.

10. 11. 12. 13.

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SECTION : SANITATION AND SAFETY

REFERENCE : PUBLIC AREA SAFETY

BACK OF HOUSE SIGNS To ensure staff safety, the following signs/notices must be placed in all back of house area: 1. 2. 3. 4. Fire exits. Hidden steps/curbs. Hot pipes/equipment. High voltage equipment .

5. Areas where smoking is dangerous due to flammability. 6. 7. 8. 9. 10. 11. 12. 13. Areas where smoking is prohibited. Stairways. Service elevators. Entrances to public areas. Dangerous doorways. Slippery areas (use temporary signs). First Aid Kits. Restricted areas t o general staff.

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58

SECTION : SANITATION AND SAFETY

REFERENCE : PUBLIC AREA SAFETY

CAR PARK SIGNS Include the following: 1. 2. 3. 4. Height of ceiling Directional lines Exits for cars Exits for passengers

GERERAL 1. 2. Check emergency exit light signs daily. Check hallway lighting daily.

3. Check emergency exit doors daily to ensure they are free from obstruction. 4. Check that hallways are not blocked by any obstructing object. 5. Check proper functioning of telephones on guest floors. 6. Guest floor staff must be familiar with fire exit plan from their assigned area. 7. Guest floor staff must be able to verbally commutate directions to the fire exit in case of enquiry by a guest. The most frequent kitchen injures are the result of accidents caused by burns, cuts, and falls. To avoid such accidents, staff should:

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59

SECTION : SANITATION AND SAFETY

REFERENCE : KITCHEN SAFETY

The most frequent kitchen injuries are the result of accidents caused by burns, cuts, and falls. To avoid such accidents, staff should: PREVENTING BURNS 1. Keep oven doors closed except when loading and unloading the oven.

2. Open and ventilate gas ovens a few minutes before lighting. 3. Use only dry pads to move hot pans or cooking utensils. 4. Use long-handled hooks to open covers of steam kettles. Stir contents with long handled paddles. 5. Stand back from equipment when opening doors of pressure steamers and lids of steamjacketed kettles. 6. Lift lids on the side of the pan opposite you to allow steam to escape. 7. Keep handles of pans out of the aisle and away from the direct source of heat, such as over an open flame or burner. 8. Open valves of steam-jacketed kettles and urns slowly to avoid splashing hot water and steam. 9. Close all valves and taps in urns or kettles before filling them. 10. Get assistance when moving heavy containers and hot food. 11. Wear clean uniforms that fit properly. 12. Wear closed shoes for protection from spills of hot food and liquids.

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13. Strike matches in a direction away from you.

SECTION : SANITATION AND SAFETY

REFERENCE : KITCHEN SAFETY

PREVENTING BURNS CONT’D 14. 15. 16. Avoid spattering liquids into hot fat. Do not handle electrical equipment with wet hands or while standing in water. Continuously check pilot lights to see that they are lit.

PREVENTING CUTS 1. Always read directions and learn the complete instructions for operating meat slicers, food choppers. Keep blades of knives and slicers sharp. Store knives in sage holders, racks or drawers when not in use. Knives should never be left in a sink or in an area where they cannot see. Never try to catch a falling knife. Move out of its path and let it fall. Use a cutting board away from your body. Turn switch to “off” position before cleaning or adjusting a machine. Do not remove load from a machine until the machine stops. Check switches of equipment and be sure that they are in the “off” position before plugging into the outlet. Dispose of chipped and broken china and glassware. Place them in a container that had no other use. Use disposable towels and cloths to pick up broken pieces of glass and china.

2. 3.

4.

5. 6.

7.

8.

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SECTION : SANITATION AND SAFETY

REFERENCE : KITCHEN SAFETY

PREVENTING CUTS CONT’D

9.

Use the proper tools to open crates, boxes, cans and bottles. Remove nails, staples, and wires and put them in a disposable container. Drain the water from the sink before removing broken glass or china. Turn the switch of mixers, slicers and other equipment to the “off” position when the task is completed. Use safety guard when using equipment. Use knives for cutting and chopping only. Never use a knife to open lids, cans. etc. Be attentive to the job when using a knife.

10.

11.

12. 13.

14.

PREVENTING FALLS 1. Stand on a sate ladder – not chairs, stools, or boxes – to clean coffee urns, deck ovens and hoods. 2. Keep floors and stairs free of grease, spills and wet spots. 3. Keep floors and stairs free of grease, spills and wet spots. 4. Stack cars and trucks no higher than eye level.

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SECTION : SANITATION AND SAFETY

REFERENCE : LAUNDRY

GENERAL STANDARDS To ensure the safety of laundry room staff when operating laundry equipment, the following standards must be followed: 1. Supervisory staff must always be present when machinery is in operation. Do not leave machinery on when not in use. Do not leave machinery on unattended. Only properly trained staff may operate machinery. Use proper cleaning procedures. Do not stand in a pool of water when operating machinery. Unplug small equipment when not use. Keep laundry piles in appropriate containers in specified area. Store laundry chemicals in properly marked containers in a specified area. Place debris in non-flammable containers and clear daily.

2. 3. 4. 5. 6.

7. 8.

9.

10.

11. Inspect ventilation systems biannually for effectiveness and cleanliness. 12. Store flammable supplies (plastic bags, boxes for guest laundry) in a separate area form machinery.

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SECTION : SANITATION AND SAFETY

REFERENCE : WORKING AREA SAFETY

GENERAL STANDARDS Most emphasis on cleanliness is in the front of house area. However, it is equally important that the back of house office areas are kept clean and safe. The following should be done regularly: 1. Store all paper supplies in appropriate areas. 2. Clear desks regulary of all paperwork. 3. Old and unused files which may not be thrown away should be placed into sealed boxes and stored properly. 4. Clean office periodically to ensure full participation and thorough cleaning. 5. Keep a first aid kit in every office area in case of injury to staff. 6. Store sharp office supplies such as scissors, razors,pins,etc. 7. Report damaged office equipment immediately to engineering such as sharp edges, broken chairs, etc. 8. Inform housekeeping immediately in case of broken glass which should be vacummed at the earliest convenience of Housekeeping. 9. Remove all broken equipment. 10. Inform engineering of any frayed wiring or broken electrical equipment and do not use items until repaired.

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64

SECTION : SANITATION AND SAFETY

REFERENCE : ENGINEERING SAFETY

The Engineering Department is responsible for creating a sage environment in the hotel through safe equipment. Any concerns or malfunctioning of emergency equipment will be communicated to Engineering who then handles it. Engineering who then handles it. Engineering should work with Security to conduct regular spot-checks throughout the hotel. FIRE SYSTEM MAINTENANCE Test and inspect the following items to ensure their fire safety: 1. Fire alarm control weekly. 2. Kitchen hood and ducting monthly. 3. Fire hose, extinguisher pressure and contents, emergency lighting and emergency water pump quarterly. 4. Paging in rooms and public areas and sprinkler systems biannually. 5. Refer to Emergency Procedures Standard for further detail.

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