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Policies & Procedures

GUEST & TEAM POLICIES

Violence in the workplace may affect any employee or guest causing injury or stress. 34. Violence Fighting / Alleged Rape / Domestic Violence / Racial Abuse

Violence Fighting / Alleged Rape / Domestic Violence / Racial Abuse

If a Team Member suffers physical or verbal violence then an Incident Report should be completed See section 1. Accident & Incident Reporting.

A violence risk assessment must be completed.

Domestic Violence If a complaint is received regarding a room occupants fighting then a two people should inves- tigate this, one of whom should be a manager. If one occupant is being threatened or assaulted then the guest should be moved to another room and the police called to deal with the situation.

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

• Will seek to prosecute any person who assaults our employees. Support will be provided for team members in this process • All acts of violence, threats of violence to team members or guests will need to 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 service will reduce the risk of violence • Team Leaders and Managers will receive “Conflict Training” where appropriate

Serious incident

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 any guests involved • 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 the RSC • Maintain safety of team members and other guests • Ensure hotel policies and procedures are maintained at all time • Protect hotel property when safe to do so

Allegations of Rape / Sexual Assault / Racial Abuse

Priorities • Be sympathetic to the victim and kin • Seal off area to aid police investigation if required • Ensure correct involvement of authorities • Minimise disturbance to, and involvement of, other guests • Avoid media intervention where possible • Consider whether a Team Briefing is appropriate

Procedure • Make sure guest is comfortable and accompanied by a team member, of the same sex or family member • Provide a separate room for the injured party to make then comfortable / keep them away from the aggravating party • Inform the police if required

• Notify other guests who may be travelling with the injured party • Collect all reservation documentation relating to the guest

CONTINUED

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