IKL Knowledge

Policies & Procedures

LODGE & ROOM SECURITY

23. Armed Robbery

Armed Robbery

See Section 1. Accident & Incident Reporting

Violence in the workplace may affect any employee or guest causing injury or stress.

Mitchells & Butlers will minimise the risks with the following measures:

• Will seek to prosecute any person who assaults our employees. Support will be provided where needed through the company counselling service • All acts of violence, threats of violence to team members or guests will be recorded in the Incident Report Book on site, following the Incident Reporting Procedure detailed in that document. Reports will be monitored in each outlet, by RBM’s and by the Safety Assurance Team • The E-Learning induction completed by all Team Members includes the section “Security” which covers Drugs, Security and Conflict • All team members will receive Guest Service training, as good guest service will reduce the risk of violence • Team Leaders and Managers will receive “Conflict Training” where appropriate • CCTV and radio communications will be installed in businesses where necessary A site specific risk assessment is undertaken to assess the threat of violence within the business, this is required to be reviewed after a serious incident. See Section 34 , also refer to the violence risk assessment 1.17 and 1.18 located in the Legal Certificates and Risk Assessment folder Lodge Specific: If a serious Incident occurs on your premises involving a hotel guest the following procedures should be followed additionally: • If required, put the room out of order on Opera (including the reason why) and notify Central Reservations. • Collect all reservation documentation relating to guests involved • If guests involved are 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 • 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

Lodge Specific

24. Do not Disturb Policy

Do not Disturb Policy

“Do Not Disturb” signs must be honoured until check-out time of noon under any circumstance, except in an event requiring life safety measures.

Day of check-out When the guestroom is scheduled for check-out and the check-out time has passed, the Manager on Duty or the Housekeeping Supervisor must first call and then visit the room. If there is no answer, determine if the guest plans to extend their stay or has already departed. Stay over The housekeeping team check on a room at the end of their shift and if the DND sign is still in place, the housekeeper must note this on their housekeeping sheet and then in the handover diary at reception. They would then need to place a DND Service note under the door & leave a small bag of goods (containing towels, toilet roll and tea tray items) outside the room.

If the bag of goods is still present outside the room the following morning and the guest has not made contact then the Housekeeper must call the manager to check the room.

• For safety purposes, each guest must be checked on at least once during each 24-hour period. The Manager on Duty must verify the time of check-in, and if the 24-hour period has passed, must call the guest • If there is no answer, the Manager on Duty must physically check the room with another colleague present • If the guest is not in the room, a DND Service note must be left in the guest room • If the guest is in the room, the Manager on Duty should explain the hotel’s safety policy, apologise for any disturbance, and offer housekeeping services if the guest wishes.

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Innkeeper’s Lodge

Policies & Procedures Guide