IKL Knowledge

Policies & Procedures

FIRE HEALTH & SAFETY

Water Supply Failure

CONTINUED

Water Supply Failure

Contact your local Water Company (details are recorded in the Core Information sheet displayed in the front of this policy folder) Establish the extent of the failure and how long it will be before the water supply is restored.

If this is a long term problem you will need to Out Book guests. Start by informing guests still to check in of the problem

Occupied rooms must have hot and cold running water to all services. (Sink, shower / bath and Toilet)

Where this requirement cannot be met then guests need to be Out Booked, you must inform your RBM and Central Reservations to facilitate this.

See section 1. Accident & Incident Reporting

Procedure: • If required, put the room out of order on Opera (including the reason why) and notify Central Reservations as rooms will need to stop being booked until water is restored

• Establish if failure is a localised problem or loss to area • Remember you will lose hot and cold water facilities

• ASAP place letter under guest door and advise all guests on check in of the current status. The letter should explain the general problem and what actions we will take. On the letter there should be a telephone number for the guests to use should they require further information • Take advise via your RBM if he/she is not available, your RD and inform him/her of the details. (Financial implications) • Provide situation updates to other guest when required • Do not make any comment to the press but instead refer them to Public Relations at RSC • If problem persists and water runs out you must Out Book all guests • Complete Incident Report Log

17. Telecom / Wi-Fi Failure

Telecom / Wi-Fi Failure

If a phone line fails your Opera booking system will still work normally. In the event of broadband failure the Opera will stop functioning, however Central Reservations can update the Opera booking system on your behalf. You should notify them of the situation as soon as the problem occurs.

Priorities • Re-establish communication links • Minimise adverse guest impact • Protect hotel reputation

Procedure: • Guests need 24 hour access to telephones in case of emergency. Conduct site specific risk assessment. Provide guests with a temporary mobile phone number they can ring to get assistance if required. This should be a phone held by the manager / night porter as required • Need to run manual check in – Micros / Opera system will also be down • Notify Central Reservations • ASAP place letter under guest door and advise all guests on check in of the current status – the letter should explain the general problem and what actions we will take / alternative temporary numbers • Take advise via your RBM if he/she is not available, your RD and inform him/her of the details. (Financial implications) • Provide situation updates to other guest when required • Establish if telecom failure is a localised problem or loss to area • Place maintenance call to approved contractor only if required

Contact Details

Contact Details:

IT Helpdesk – M&B 0800 44 55 00 Central Reservations 0121 498 6868

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Innkeeper’s Lodge

Policies & Procedures Guide