IKL Knowledge

Policies & Procedures

FIRE HEALTH & SAFETY

12. Death of Hotel Guest

Death of Hotel Guest

See Section 1. Accident and Incident Reporting

Should a Housekeeping Team Member discover a dead body in a room they must notify the Manager immediately. They should not touch the person or attempt any further form of investigation. They should vacate the room immediately without touching anything and close the door.

This could occur where there is no Do Not Disturb sign on the room and there was no response to the housekeepers knock before entering a room.

The Manager will need to: • Ensure the Emergency Services are called immediately • Ensure that the area is safe and that further people cannot be injured. This may involve closing off an area or piece of equipment • Isolate body/bodies (e.g. Lock bedroom, ban team member entry) • Obtain full details of the incident and of any third parties involved, taking names and addresses of witnesses • Where outside officials are involved, always check their identity making a note of their name and Authority and if possible obtain a business card • Do not make any comment to the press but instead refer them to Public Relations at the RSC • Ensure that you complete the Incident Report Form as soon as practically possible after the event and before you go off duty • Contact your RBM or if he/she is not available, your RD and inform him/her of the details • If required, put the room out of order on Opera and notify Central Reservations • If guest travelling alone, contact home address to notify family member of the accident. Take advise via your RBM if he/she is not available, your RD and inform him/her of the details • Assist emergency services where requested but insist on discreet removal of body from the premises where possible • Assist companions with further arrangements e.g. extend their stay in the hotel, provide transport to see the authorities • Set up an area to which calls can be transferred and where any next of kin at the hotel can be comforted. This should be away from the main area of the hotel for privacy • Secure the personal belongings of the guests injured or dead until they can be removed These should be secured in a store room to allow the room to be used. NB. Be cautious over the release of property • Manager should assist kin in relation to requests for accommodation and access to the personal belonging of those injured or dead • Notify other guests who may be travelling with the guest • Collect all reservation documentation relating to the guest

Additional Points

Additional Points for Suspected Suicide – (refer to the sections below for further action) • See section 31.0 Body Fluid Spillage • See section 1.0 Accident and incident reporting

Generic Checklist

If a serious incident / accident occurs on your premises the following procedures should be followed:

• Do not disturb the room in any way, leave any items / notes exactly where they are • In the event of a serious emergency you can contact the company’s health and safety specialist via the security team at the RSC • Isolate body/bodies (e.g. Lock bedroom, ban team member entry) • Call the Police 999 if suspicious circumstance • Set up an area to which calls can be transferred and where any next of kin at the hotel can be comforted. This should be away from the main area of the hotel for privacy • When the police release the area take appropriate action to clean (e.g. Contact Rentokil Hygienic Cleaning Services)

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Innkeeper’s Lodge

Policies & Procedures Guide