SECURITY DEPARTMENT

POLICY AND PROCEDURE FORM

TITLE : EMERGENCY PROCEDURE- DEATH IN THE HOTEL

POLICY NO.: SD -1 PAGE: 5

PREPARED BY: SECURITY MANAGER EFFECTIVITY DATE:

Noli L. Peña / August 29, 2013

Signature over Printed Name/Date
APPROVED BY: RESIDENT MANAGER REVISED DATE:

Rommel T. Gonzales / August 29, 2013

Signature over Printed Name/Date
COMMUNICATE TO:

1. SUSPECTED DEATH IN THE HOTEL

o GUIDELINES

A. All suspected death cases must be treated with “STRICT CONFIDENTIALITY”.

Do not discuss with other hotel guests, media people, and outsiders or among
staff.

B. The General Manager, Security Manager and the Manager on Duty (MOD) must be
informed immediately.

C. Only the General Manager or his 2nd in command shall be authorized to handle
media queries or issue press statements.

D. In case questioned by person who have seen the body or witness the incident, do
not admit or confirm the suspected death of the hotel guest. Explain that
professional medical attention is being provided to save the life of the person and
had already been brought to the hospital. Do not speculate. Refer to the hotel
spokesperson.

E. All the legal procedures should be followed in handling incidents. The company
lawyers should be consulted for advice.

F. If death occurs inside the hotel, immediately call the Company Nurse/ Doctor or in
their absence, the first aid team. If trained, always attempt to revive or
resuscitate the victim unless it is obvious that the person had been dead for some
time.

G. If death occurs in a public area inside the Hotel, move the body in a private place
(if appropriate) or cordon off, secure and clear the area from spectator and
unneeded staff.

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 H. Always have the body brought to the hospital for examination by the company
Nurse/ Doctor or first aid team or even when death is confirm. Inform the hospital
in advance about the arrival of the body and request for confidentiality in their
handling the case.

I. At the hospital, stay calm and maintain low profile in order not to attract any
attentions. As much as possible avoid being identified as coming from The Bellevue
Resort. If possible, talk to the attending hospital staff discreetly.

J. If the suspected death occurs outside the hotel, check first if guest is registered
after receiving the report. General Managers should be informed and will
subsequently send the Security Manager or Supervisor together with the staff who
can confirm the identity of the guest to the Hospital, Funeral parlor, Police station
or place where the body was found or located.

K. The following should be informed immediately after death of the guest is confirmed.

Action to be taken by:

o Top management to call/inform Embassy or Consular office

o Top management to contact/inform the relative or next of kin
o General Manager to contact the Company or travel agent
o Security Manager to coordinate with Police Authorities
o HRD Manager / Manager to make staff Announcement
o As much as possible, prevent speculation by the staff. Emphasize Strict
Confidentiality.

PROCEDURES:

 Employee who received the report of death or dying person;

A. Any employee who received a report or comes across a suspected dead or dying
guest or staff should immediately call the telephone operator. He/ she should
state the following:

o His/her name
o Department
o Location of the dead or dying person
o If the suspected dead person is inside the guest room, also inform the
Manager on Duty (MOD)
o Executive Housekeeper
o General Manager

B. After making the call, remain at the scene and wait for the arrival of help. DO
NOT TOUCH THE BODY OR ANYTHING, unless it is necessary due to the
possibility that the person life could still be saved, e.g. CPR, First-aid to stop
bleeding.

C. In case of drowning, remove first the body from the water, call for help,
administer CPR/ first –aid if trained and appropriate.

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 D. Upon arrival of the first aid team or Security Officer, Housekeeping Supervisor
or Executive Housekeeper brief them on all the information regarding the
discovery of the suspected dead person and the action you have taken, then
stand aside and wait for further instructions.

E. Help in the preservation of the scene and keep the unauthorized persons from
entering the room or milling a possible in order not to attract attention of other
guest. Close the room and guard from the inside. Do not give any statement nor
answer queries from other employee or guest.

F. Cooperate in the investigation to be conducted by Security and the Police

Department.

 Telephone Operator

A. Upon receipt of a report of a suspected death in the Hotel notify the company
Nurse/ Doctor or in their absence, the first-aid team.

B. Verify with the responding employee the veracity then call for ambulance.

 Security Officer

A. Upon receipt of a report of a suspected death/ dying person inside the

premises, respond immediately, instruct the informants to remain calm and
help in securing the place while waiting for help.

B. Inform the Security Manager or the Security Supervisor on duty; relay all the
information about the suspected death / dying person.

C. Alert other Security to clear the nearest entrance/ exit area for the ambulance.

D. Stand by for further instruction from the Security Manager/Security

Supervisor. Keep the incident “SECRET” on the need to know basis.

 Nurse/ Doctor

A. Upon receipt of the information about the suspected death or dying person,
respond to the scene with appropriate medical kit/ paraphernalia.

B. Upon arrival at the scene, examine the body. If still possible, attempt to
resuscitate the person.

C. Check the Telephone Operator or staff has called for an ambulance. Even if
death is confirmed, have the body brought to the hospital for further
examination by the Medico Legal.

D. Accompany the body to the hospital together with the Security and brief the
attending physician/ medico legal.

E. Prepare a report for attachment to the Security report.

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  MOD/ FOM

A. Upon receipt of the information about the suspected dead & dying person
proceed to the scene and confirm the situation then inform the General
Manager.

B. If the First-aid team is not yet around, attend to the person and see if any first-
aid or medical treatment can be applied.

C. Arrange for a backup car in case no ambulance is available. Stress that

ambulance or back up car to be directed to the nearest exit.

D. Depending on the circumstances of the event, the Security Manager shall call
the Police Chief and report the incident with the request that the matter be kept
strictly confidential. In the absence of the Security Manager the Security
Supervisor on duty shall make the call.

E. Assign Security Officer to secure the floor and restrict access to the room. If the
suspected death occurred in the public area, cordon off the place and politely
request all spectators to move away and restrict all access to the scene.

F. Take pictures of the body and scene covering all possible angles, evidence that
may help in the investigation. Do not touch or move anything as valuable
evidence or finger prints can be destroyed.

G. Upon arrival of the Police investigator, escort them to the scene and provide
necessary assistance. Be discreet in order not to attract too much attention.

H. After the go-signal to remove the body has been given by the Police, instruct
the ambulance crew to bring the body to the hospital.

I. If the body is to be taken from a guest room, make sure that the corridor is
clear of guest before bringing out the body from the room.

J. Instruct one Security Officer to escort the body to the hospital together with the
company Nurse/ Doctor and relative or friend of the dead guest (if available).

K. After the Police Investigation has been concluded, any belonging left behind
shall be stored for safekeeping until approval to release them has been given,
except if guest is accompanied by a relative (spouse or children). Inventory to
be complied by the Department Head concern and Security Officer. Pictures are
to be taken of objects before removal.

L. Impose a news blackout as far as practicable.

M. Obtain reports from the police:

 Police report
 Statement from people involved
 Request for Post Mortem
 Police order for Cremation.

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 N. Prepare an incident report. Secure a copy of the Police and Medical reports as
attachment.

 General Manager

A. General Manager shall notify without delay the next of kin or if a foreigner,
appropriate consulate offices/ embassies, source of booking, or corporate
offices.

 HRD Manager

A. Obtain the following report from the Hospital:

o Report from the Hospital
o Report of the Medical Officer carrying out the post mortem
o Autopsy Report
o Certificate of Cremation
o Registry of Death
o Health Certificate to repatriate the ashes/ body

I. SUSPECTED DEATH OUTSIDE THE PREMISES

 Telephone Operator

A. If report of suspected death is received by phone, identify who the caller is and the
location.

B. Get details about the suspected dead person (name, nationality, sex, identification
papers, etc.). Do not confirm if person is registered. Instead, request for the caller’s
telephone number and promise to call back after checking with the appropriate
Department.

C. Inform the Front Office Manager, General Manager, and Security Department.

 Front Office Manager

A. Upon receipt of information about the death of the guest from Telephone Operator,
Police or from Newspaper or radio report, check the guest records to confirm if the
person is registered.

 If registration is confirmed, the following should be done:

 Check the room if the guest is inside.
 If the guest is not in the room, check if the guest has a traveling
companion and inquire about the guest whereabouts.
 If guest is traveling alone, check if guest has sleep out notice.
 If there is no notice of the guest sleeping outside the Hotel have him/
her trace in the vicinity.
 If there is a sleep out notice, or if guests cannot be found inside the
premises, check the guest message for possible information.
 Inform the General Manager

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 B. After confirming that the guest is out of the premises, call back the informant and
advise that a person will be sent to identify the dead person if indeed a guest of the
Hotel. Ask for the exact location of the body and the contact person.

C. If the guest is traveling with companion, inform him/ her about the report and ask
if she/ he are willing to go to the given place with an accompanying Security Officer
to identify the body. If the guest is alone, look for a staff who, knew and can
identify the guest.

D. Request to the Security Manager for an Officer to accompany the guest companion
or staff.

E. After the dead body has been identified and confirmed a guest of the Hotel,
immediately inform the General Manager and Manager on duty about the
confirmation.

F. Arrange with the mortuary/ funeral service for the temporary holding of the body
until the arrival of the deceased’s next of kin or company official.

G. Follow the same guidelines and procedures of the “Death inside the Hotel”.

*** END OF POLICY***

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