Orlando Hilton Word Maps - Emergency Proceedures

If your hotel’s fire alarm went off right now, do you know what to do? What immediate steps do you take? Where is your evacuation meeting location? How long do you wait there? When can you return to your job?

Your hotel’s Emergency Procedures Manual provides a specific and detailed plan for the protection of life and property at the hotel, so that the questions above are answered. Your Emergency Procedures Manual should be kept in the Front Office area, for immediate use in the event of an emergency.

Your hotel’s manual should cover the basic emergency procedures for fires, medical emergencies, bomb threats, civil unrest, armed robbery, earthquakes, weather-related events, food crises, elevator emergencies and power outages. The manual will also contain a list of Emergency Phone Numbers for local authorities, such as the Fire and Police Departments, and it also provides Crisis Communication Guidelines, regarding how to properly communicate with team members, guests, the public and the media.

This handout will discuss some of the basic emergencies you might face. Your supervisor will provide you additional information regarding how your hotel specifically handles each emergency, should you have any questions.


Fire procedures include these five basic principles:

1. Prompt discovery of a fire.
2. Confirm location to PBX Operator or Security Dispatcher if you can safely do so.
3. Sound the alarm and notify the Fire Department.
4. Contain or confine the fire.

Evacuate the area or hotel when notified to do so by the Fire Department or a management representative.

Your supervisor will review with you what you are supposed to do, where you are to evacuate to, and when you can return to your job, should a fire alarm activate. You should also practice these actions during your hotel’s fire drills.


A designated extension number should be utilized for reporting emergency conditions at your hotel. Telephone operators receiving calls requesting medical assistance will handle the calls on a priority basis. The operator will determine if the call is an emergency or non-emergency request for assistance. If the caller requests that the operator call 911 or if the operator determines that there is a medical emergency, the operator will immediately call 911 to dispatch emergency medical personnel.

If it is an emergency (guest is unconscious, has stopped breathing, etc.), then the operator will immediately call for paramedics, then they will notify the hotel employees trained in CPR to respond to assist the guest. A designated employee should also be assigned to meet the ambulance and direct attendants to the guest. The MOD will also be notified.


In the event of an actual armed robbery, Front Desk Agents and General Cashiers should:

1. Comply with the robbers’ demands.
2. Only activate the alarm (if one is available) when safe to do so.
3. Be able to recall a description of the robber and any other pertinent information.


Telephone operators will handle a bomb threat call on a priority basis. They will obtain as much information about the caller as possible, and they will record the message in writing, using exact words or language. They will listen for background noises and they will pay attention to the caller’s voice so it can be identified if it is heard again. The General Manager, MOD and Security should be immediately notified so that prompt follow up can occur, including calling the Police Department and conducting a systematic sweeping hotel search.


Appropriate emergency equipment should be kept on the property at all times, including disposable flashlights or approved light sticks, rechargeable general lighting lanterns, portable AM/FM radios and extra batteries.

Identify the type of power failure: local power failure due to loss of main transformer or internal hotel switchgear failure; rolling brownouts/blackouts due to utility system overload conditions; total blackout due to utility grid failure.

Regardless of the type of power failure, an immediate plan for the control of the building occupants and their needs must be implemented. The emergency generator should be activated and all emergency lighting should be on. All elevator systems should be checked to determine if any elevators are stalled with passengers trapped.


Emergency procedures are serious business. Your hotel has an Emergency Procedures Manual that tells you how to properly respond to emergency situations. Your hotel’s Emergency Response Team practices emergency procedures, so that you will be ready to handle the emergency if and when it occurs.

You will also be involved in emergency response, during fire drills and other emergency procedures training. If you are not sure what to do, always ASK YOUR SUPERVISOR.