Bomb Threat emergency situation.
Fire Threat emergency situation.
Death of an In-house Guests in the hotel.
Accident emergency situation.
Lost and Found.
Theft emergency situation.
Illness and Epidemics emergency situation.
Vandalism.
Damage to property by the guest.
Handling drunken guest.
A bomb threat is one of the most critical emergencies in the hospitality industry. Whether genuine or a hoax, it creates fear, panic, and disruption among guests and staff. Hotels, being public places with high footfall, are considered vulnerable targets for such threats.
The Front Office department plays a central role in handling bomb threats because:
It is often the first point of contact (via phone call or direct information).
It acts as the communication hub between management, security, guests, and external authorities.
It is responsible for ensuring the safety and evacuation of guests.
Telephone Call – Most common (anonymous caller).
Written Note/Email/Message – Sent to hotel or left in public area.
Suspicious Object – Unattended bag, parcel, or package.
Guest or Employee Information – A guest/staff may alert about seeing something unusual.
If call received, the receptionist must:
Stay calm and keep the caller engaged.
Note exact words used.
Record time of call, voice characteristics, background noise.
Use a Bomb Threat Checklist if available.
👉 Example Questions to Ask Caller:
Where is the bomb located?
What does it look like?
When will it explode?
Why are you placing the bomb?
Who are you?
Immediately notify:
Front Office Manager / General Manager
Security Department
Local Police & Bomb Disposal Squad
Do not announce publicly to avoid panic.
Security team conducts search with trained staff.
Front Office assists by:
Providing floor plans, guest lists, and master keys.
Identifying suspicious guests or packages.
Important: Staff must never touch suspicious items.
Guests should be informed discreetly (not in alarming words).
Example communication: “Sir/Madam, we are conducting a safety drill for your security. Please cooperate and follow the exit signs.”
Evacuation must be calm, systematic, and via fire exits (not elevators).
Elderly, disabled, and children must be given priority.
Panic can cause stampede or chaos.
Front Office staff should maintain a calm and composed demeanor.
Avoid giving details to media or outsiders; only authorized management should handle press.
Once authorities declare the premises safe:
Guests are allowed to return.
A debriefing meeting is held with staff.
Incident is recorded in the Front Office logbook and official reports.
Precautions & Preventive Measures
Training – Regular bomb threat drills for staff.
Communication Tools – Availability of bomb threat checklist at Front Office.
Security Measures – CCTV surveillance, baggage scanners, and visitor checks.
Emergency Evacuation Plan – Updated evacuation routes displayed in all rooms and public areas.
Coordination with Authorities – Quick liaison with police, fire brigade, and bomb squad.
At a luxury hotel in Delhi, an anonymous caller warned of a bomb in the lobby. The receptionist remained calm, recorded all details, and immediately informed security and police. Guests were evacuated smoothly, and the suspicious bag was later found harmless. Because of professional handling by the Front Office, panic was avoided and the hotel’s reputation was protected.
Among all emergencies in hotels, fire is the most dangerous because it can cause loss of life, injury, property damage, and panic within minutes. Fire may occur due to electrical short-circuits, kitchen mishaps, guest negligence (like smoking in bed), use of candles, or even sabotage.
Hotels, being large public spaces with many rooms, banquet halls, kitchens, and storage areas, must have strict fire safety systems in place. The Front Office, being the central communication hub, plays a crucial role in coordinating the response.
Electrical Faults – Short circuits, overloading, or faulty wiring.
Kitchen Accidents – Cooking oil fires, gas leaks, unattended stoves.
Guest Negligence – Smoking in non-smoking rooms, leaving candles unattended.
Storage Issues – Improper storage of flammable items (alcohol, cleaning chemicals).
Arson/Sabotage – Deliberate attempts to start a fire.
If fire is detected, the receptionist or duty officer must:
Activate the fire alarm system immediately.
Inform the fire brigade and security department.
Note down the exact location of the fire (floor, room, or area).
Inform guests calmly, avoiding panic.
Use public address (PA) system or direct communication.
Example message: “Attention please, for your safety we request you to calmly proceed towards the nearest exit.”
Guide guests towards fire exits and staircases (never elevators).
Ensure priority evacuation for elderly, disabled, and children.
Provide flashlights or emergency lighting if power is cut.
Front Office maintains a record of evacuated guests using the guest list.
Provide floor maps, master keys, and guest room status reports to the fire brigade.
Assist security team in blocking unsafe areas.
Cooperate with engineering staff for power and water control.
Arrange first aid, blankets, water, and temporary accommodation.
Reassure guests and provide updates until it is safe to return.
ecord all details in the Front Office logbook.
Prepare an incident report mentioning:
Time of fire
Cause (if known)
Action taken
Guest safety status
Damages reported
Fire Safety Training – Regular drills for staff.
Equipment Installation – Fire alarms, sprinklers, extinguishers on every floor.
One of the most sensitive and challenging emergencies in the hospitality industry is the death of a guest within hotel premises. It may occur in a guestroom, restaurant, lobby, swimming pool, or any other facility. Such an incident can create panic among guests, legal complications, and emotional distress for staff.
The Front Office staff plays a crucial role in managing the situation with discretion, dignity, and professionalism, ensuring that the matter is handled legally and ethically while protecting the hotel’s image.
Natural Causes – Heart attack, stroke, or age-related illness.
Accidental Death – Slips, drowning, choking, burns, or road accidents.
Suicide – By hanging, poisoning, or self-harm in guestroom.
Criminal Activity – Murder or assault leading to death.
Each situation requires immediate medical confirmation and police involvement.
If staff or guest reports a death:
Do not announce publicly to avoid panic.
Send hotel doctor or nearest medical officer immediately.
Confirm whether the guest is unconscious or deceased.
Notify
General Manager / Duty Manager
Security Manager
Local Police (mandatory by law)
Never move the body until police arrive, unless life-saving measures are still possible.
Lock and seal the guestroom or area where death occurred.
Restrict access to outsiders, media, or unauthorized staff.
Protect guest belongings carefully to avoid theft or tampering.
Front Office retrieves registration card, ID proof, and stay details of the deceased guest.
Provide documents to police for investigation.
Note down emergency contact information provided at check-in.
Contact the family or emergency contact with compassion and sensitivity.
Example: “We regret to inform you that Mr. ___ has been taken ill at our hotel. The matter is very serious, and we request you to come immediately.” (Avoid using the word “death” over phone; let doctor/police confirm in person).
Assist police in preparing reports.
Provide CCTV footage, key card records, and witness statements if required.
Hotel staff must never speculate about cause of death.
Other guests should be reassured and shielded from unnecessary panic.
If incident occurred in public area (e.g., pool, restaurant), move guests to other areas quickly.
Maintain hotel’s calm environment.
Record the entire sequence of events in Front Office logbook and incident report.
Include:
Time of discovery
Person reporting
Actions taken
Names of staff/security involved
Police and doctor details
Emergency Response Training – Staff must know CPR and first aid.
Confidentiality Training – Information must not leak to media or outsiders.
Cultural Sensitivity – Respect cultural/religious practices of deceased guest’s family.
Crisis Communication – Only authorized spokesperson should talk to press.
A business traveler in a hotel in Delhi passed away in his sleep due to a cardiac arrest. The receptionist, informed by housekeeping, immediately called the hotel doctor and GM. Police were informed, the room sealed, and belongings secured. The family was contacted sensitively. Because of professional and discreet handling by the Front Office team, panic among guests was avoided and the hotel’s reputation was preserved.
Accidents are unforeseen events that may cause injury, trauma, or damage within hotel premises. Even in a well-managed hotel, accidents can occur due to human error, negligence, or unavoidable circumstances. Since hotels welcome a diverse group of guests, including children, elderly people, and differently-abled individuals, the risk of accidents is always present.
The Front Office plays a vital role in accident management because it is the central information point and the first contact for emergency reporting. Proper handling of such situations is essential to ensure guest safety, minimize panic, provide immediate help, and safeguard the hotel’s reputation.
Slips, Trips, and Falls – Wet floors, loose carpets, poor lighting.
Burns and Cuts – Accidents in restaurants, kitchens, or room service.
Swimming Pool Accidents – Drowning, slipping near poolside.
Road Accidents – Guest involved in an accident outside hotel premises.
Elevator or Escalator Mishaps – Malfunctioning equipment.
Fitness/Health Club Injuries – Wrong use of gym equipment.
Accidents in Banquets/Events – Stampede or stage/equipment collapse.
When informed of an accident, the Front Office should:
Stay calm and reassuring.
Call for first aid assistance or in-house doctor.
If serious, immediately arrange an ambulance.
Trained Front Office or security staff may provide basic first aid until professional help arrives.
First aid kits must always be available at the reception.
Notify:
Duty Manager / General Manager
Security Department
Medical Officer (if available)
Ensure coordination between departments for smooth handling.
Assist injured guest with empathy and care.
Offer water, blanket, or emotional support.
If accident involves multiple guests, arrange temporary shelter or alternate rooms.
Front Office coordinates with ambulance services or arranges hotel car if needed.
Ensure a staff member accompanies guest to hospital if required.
Guest’s personal property must be collected and kept securely until returned.
In case of hospitalization, belongings should be handed over to family/companions.
Detailed incident report must be prepared, including:
Time and location of accident
Name of injured guest
Nature of accident/injury
Immediate action taken
Names of witnesses/staff involved
Entry in Front Office logbook is mandatory.
Contact family members immediately using details from registration card.
Provide honest but calm updates (avoid panic-inducing words).
If serious injury occurs, notify local authorities.
Assist guest with insurance claim documentation.
Hotel must cooperate fully in investigations.
Safety Signage – “Wet Floor” boards, pool safety warnings, elevator load limits.
Staff Training – In first aid, CPR, and emergency response.
Maintenance Checks – Regular inspections of lifts, gym equipment, and fire exits.
Security Surveillance – CCTV monitoring of lobbies, pools, and public areas.
Guest Awareness – Providing safety instructions in rooms (e.g., emergency evacuation plan).
A guest slipped near the swimming pool in a Goa resort. The receptionist quickly called the hotel doctor and security, while a bellboy provided first aid. An ambulance was arranged, and the guest’s belongings secured. The family was informed, and the guest was taken to a hospital. Because of the Front Office’s quick, calm, and professional action, the guest recovered safely, and the incident was managed without panic.
The Lost and Found situation is a common yet sensitive issue in the hospitality industry. Guests may accidentally misplace or lose their belongings within the hotel premises, or sometimes, items may be found by staff or other guests. Handling such cases properly reflects the professionalism and integrity of the hotel.
Procedure for Handling Lost and Found Items:
Immediate Reporting:
Any item found by staff or guests must be reported immediately to the housekeeping or front office department.
Documentation:
Details such as description of the item, date, time, location where it was found, and the name of the finder must be recorded in the Lost and Found Register.
Storage:
The found item should be safely stored in the hotel’s Lost and Found section/room under secure conditions.
Claiming by Guest:
Guests claiming the item must provide identification and proper details to verify ownership. A signature is required in the register before handing over the item.
Unclaimed Items:
Items not claimed within a specific period (as per hotel policy, usually 3–6 months) may be donated, auctioned, or disposed of responsibly.
Confidentiality:
Guest privacy must always be respected. Sensitive items like wallets, passports, or jewelry must be handled with extra care.
Importance:
Builds trust and credibility of the hotel.
Prevents disputes or legal complications.
Demonstrates honesty and professionalism of hotel staff.
