Notes, Exercises, Videos, Tests and Things to Remember on Handling Unusual Event
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A hotel is a big place and there are lots of guest along with lots of staffs. So there may be lots of unusual situations that happen in the hotel. So hotel staffs must be careful and must be able to deal with the unusual situation that happens or occurs in the hotel. The different unusual situations which may occur in the hotel are as follows:
Hence in the hotel, there is a number of people's death is also one of the unusual situation that happens in a hotel. Dealing with unusual events like death (guest or employee ), the following steps must be taken.
Accidents are unpredicted and may be minor or major depending upon the condition of the incident. In the case of any unusual accidents, the following steps should be taken.
Natural disaster, human errors and other guest and employee activities might cause damage to the hotel property.
Following are some of the procedures as how to handle damages caused by the guest.
Hotel belongings can be stolen by guest or employees. If the guest has stolen an item from the room then the value of the item should be placed on the guest account or guest folio at the front office cashier. Guest is politely informed about his deeds only if one sure that the guest is to blame. If not, hotel security is informed by providing all the necessary details about the incident. The necessary action is taken after the serious scrutiny.
Sometimes hotel may come over to handle unusual incidents like drunken guest. It is understandable not to argue with the drunken guest. He or she must be politely taken to his or him room or away from the public area. If the situation gets worse and difficult to handle, the hotel security must be called and handed over to them. The necessary steps will be taken to bring the guest in n the rmal position.
In the cases of births in the hotel, precautions are taken before handling the case. If the incident of such types occurs they are taken to the nearby health centers hospitals by providing necessary support from the hotel. Hotel doctor and relatives are informed if possible.
Skippers are big problems to a hotel business, therefore, the necessary precautions should be taken to control skippers by checking the complete address in a registration form. Suspicious guests perhaps are asked for the payment in advance or full payment. If the guest found to be with a scanty baggage, the front office personnel or the staff should keep an eye on the guest, limit the amount of the bill to restrict the expenses from going up.
In a case of big fire, city fire brigade should be called after consulting with the management.
Oli Gopal Singh et.al., Hotel Management Principles and Practices-XI, Buddha Prakashan, Kathmandu.
Bhandari, Saroj Sing et.al., Principles of Hotel Management-XI, Asmita Books Publication, Kathmandu.