IKL Knowledge

Policies & Procedures

GUEST & TEAM POLICIES

Violence Fighting / Alleged Rape / Domestic Violence / Racial Abuse CONTINUED

• 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 • If required, put the room out of order on Opera (including the reason why) and notify Central Reservations. • Do not make any comment to the press but instead refer them to Public Relations at RSC • Assist emergency services where required • 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 friends / family at the hote l can be comforted. This should be away from the main area of the hotel for privacy

See section 1 Incident Reporting.

Kidnap / Bomb Threats

35. Kidnap / Bomb Threats The company Bomb and Security Threat procedures are held within the Security policy docu- ment, refer to this and the Bomb Threat poster in the retail business team information board.

Laundry Trolleys

36. Safety of laundry trolleys

Where Laundry Trolleys are used by the Housekeepers, steps must be taken to stop them being a trip hazard or blocking fire exits.

If the fire alarm sounds and evacuation is required, part of the evacuation procedures is that the trolley is pushed into the room currently being serviced and stored here before the housekeeper evacuates the building. This will prevent obstruction during an emergency situation.

Trolleys must be stored in laundry rooms when not in use.

Laundry trolleys must be stable, in a good state of repair and be loaded to ensure it is stable.

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Innkeeper’s Lodge

Policies & Procedures Guide