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1.0 1 1 Bo 1 2 RISI: MANAGEMENT PLAN (2009 FORE! MOMBASA SERENA BEACH HOTEL Standard Operating Procedures Post Explosion The following procedures shall be adopted by staff of MSBH and the Crisis Management Team, in case a bomb explodes in the premises. In all likelihood the bomb will explode within the inner premises/premises of the hotel. We also cannot rule out the possibility of the bomb explosion at the outer premises perimeter but not inside the building. In both the above eventualities the drills for salvage evacuation and control would be different. Explosion in the inner perimeter (inside building) Ifthe explosion occurs within the building, it would be much more devastating with lots of damage caused to human beings and materials of Mombasa Serena Beach Hotel. At this testing hour, don’t loose NERVE, try to remain calm and keep others in control. It would be the duty of every single staff of Mombasa Serena Beach Hotel to be as helpful and responsible as the Crisis Management Team (CMT). Blast within the premises is a terrible thing to happen, as the casualties are not only those who come in the beaten zone of flying splinters and the shock waves but there would be many others in a state of “shock”. Therefore a huge number of people will need immediate medical care/treatment. Immediate post explosion steps a. Duties of Crisis Management Team (CMT) 1. Establish a command post in CCTV room, Mashua conference or any other suitable area depending on the circumstances 2. Command post should be approximately 100 meters away from the explosion site 3. Command post should be closer to the casualty evacuation centre 4, Command post should have adequate provision of telephone lines and other helpful communication equipments 5. Establish assembly point after due consideration, such as Beach lawn: It should be an open area with clear access to the exits of the hotel, e.g. front lawn, parking, sports centre (area towards the staff entry gate) 6. Crisis Management Team would liaise with Whitesands/Nyali Beach Duties performed by the Security (Chief of Security/Assistant) ‘The Chief of Security (COS)/Assistant present on duty will take charge of the explosion site to cordon off the affected area Deploy security guards, own and out sourced around the cordoned area and on all the entry points of inner perimeter and outer perimeter Inform police 999 along with the Bomb Disposal Squad ~ telephone 2230947. Request concerned police to deploy policemen inside and outside the hotel Organize immediate removal of all casualties to initially a safer zone and eventually to Mombasa Hospital/Aga Khan Hospital after giving initial First Aid. This evacuation operation will be done in coordination with Human Resources and Front Office Departments - Hotel taxies will be used for evacuation purposes - Call paramedics for immovable casualties (Remember! Don’t pick up casualties with broken bones or backbone injuries; change of body posture is likely to inflict more damage) Clear off dangerous hanging splinters from and around the explosion site which are likely to cause further damage Inform respective Embassies in case of foreign national guests Involve Engineering to cut off electrical supply of the affected zone Manage chaos and stampede of people after the explosion and especially the car parking area where vehicles are bound to hit each other while fleeing in panic Restrict entry of unnecessary people within the premises, only allow law enforcement agencies/medical help to enter Ensure safety of hotel properly and guest belongings as during the chaos, certain opportunist elements are bound to get solved in pilferage/activities Ensure that ladies and children are moved to safety zones initially during the process of casualty evacuation Ensure that all fire exists are open and clear of all blockages Extinguish all fires which erupted due to the blast and call the fire brigade (if necessary) after consultation with the General Manager. Maintain the “Safety zone” in the front lawn of the hotel, for assembly of people Duties Immediately call the Hotel Nurse and doctor on call (Dr. Buran) — telephone Nos. Residence 472313, Clinic 5485238, Mobile 0722 412231 to report to the hotel with maximum paramedic staff and necessary equipment Ensure that the operator calls police 999 ly arrange hotel taxis and hotel vehicles for casualty evacuations Provide all First Aid Boxes to the doctor and security personnel in the safety zone. Provide water, cushions and pillows ete. Prepare Sports Centre to act as “Press centre location” Prepare a list of guests involved in the accident nationality wise and keep record of where the casualties are located at all times and what there condition is like Manage the exchange operators to answer rush of queries, from within and outside the hotel Keep updated record of all the in-house and checking out/escaping guests from the hotel Assist security agencies all times during their rescue and other operations Liaise with other hotels in case of total evacuation performed by engineering- Hotel Engineer To cut off the electrical supply in the blast affected tea Cut off air conditioning/exhaust in the affected area if necessary Ensure that the requisite staff is posted at their respective stations Ensure that the water sprinklers, fire hydrants and fire extinguishers are working properly and assist security staff in the use of the same wherever required Provide gas masks, torches, fire axes, fire blankets etc. Detail one representative with required tools with the security at the cordoned off area to technically sort out dangerous situations beyond the knowledge of Housekeeping (Assistant Executive Housekeeper) Assist secu alty evacuation and also ensure the provision of necessary materials like towels, pillows, blankets etc. Ensure to lock rooms of the run-away guests and maintain records of the same Keep guests calm and safe Keep the door ways, fire exi blockage/debris s and corridors clear of any Deploy manpower in the “safety zone” to help guests Ensure reporting of all damages seen in the building to the engineer i.e, cracked walls, and ceilings, leakages etc. performed by CMT ‘To manage and deal with the press in the press centers — only General Manager To deal with the in-house and fleeing/panicked guests, meet their needs and calm them down, CMT will be responsible in handling the guests during the crucial post explosion time To act as effective liaison between the guests and their concemed far away families To ensure that the undamaged portion of the hotel keeps functioning i.e. the staff to remain at their respective stations taking into account of damages (if any) and protecting hotel property To keep the hotel running. The tendency of staff crowding at the blast site is to be averted Make sure that the work of the damaged area is temporarily started at an alternate place. However depending on volume of damage, CMT is to justify and coordinate all such affairs Keep the moral of staff up and take into account the damage done to men and property Involve effectively the law enforcement agencies in their post explosion campaigns, and render all possible help General purpose duties for all Mombasa Serena Beach Hotel staff Do not gather around the explosion site and the casualties Ifyou have not been ordered to go to your work place ~ ask Security and Front Office any help — remember! ALL helping hands are required — you could be of great assistance Keep an eye all around and see that nobody tries to steal hotel property, theft incidents to be reported to security Do not pick anything inside the cordon or enter the cordon Be helpful to guests, ladies and children. Protect them and their belongings. Face the crisis boldly Do not panic, keep control Report any damage, cracks, leakages and short circuiting any where in the hotel to Engineering and Security Do not talk to the media or press. Do not give any interview/comments, if you are approached, politely refer them to CMT/General Manager at the press centre 1.0 2.0 CRISIS MANAGEMENT PLAN BOMB THREAT This is a threat by explosive materials. Placement of any item within the premises which by virtue of its configuration can explode is attributed to a bomb threat. Such devices are very flexible in nature and they can be made in any sizes from a cigarette and match box to eliminate a single person, to the size of 6 pound cake to destroy big buildings. They can be placed, lobbed/thrown, hidden in baggage and motor vehicles and at times fixed (rockets/shells etc) on targets. The following are the most common anticipated bomb threats:- a. Baggage bombs Hidden in parcels, bags or any other kind of belongings (time device or remote controlled) In case unidentified baggage is spotted it should be immediately reported to Security and Safety Manager/Security officer, or Duty Manager. Security will organize removal of the baggage outside the hotel premises on checking it carefully by Bomb Disposal Guard. b. Car Bombs Hidden in motor vehicles or motor cycles time device-remote-impact/suicidal. c. Human Bombs Personally carried by suicide attackers, wrapped around their waists, with electric impulse button, within reach or in hand, normally dynamite sticks strapped around the waist to make a human bomb. d. Lobbed/thrown bomb Grenade and rockets etc ec. Planted bombs Bombs hidden inside the premises/buildings (time device, bona corded or remote controlled) PROCEDURE IN CASE OF A BOMB HOAX Bomb hoax is normally received through a telephone call, or a written message. Once this threat is received, by whosoever, the following procedure is to be adopted. a. Immediate steps i) Inform the Duty Manager )) Security and Safety Manager/Security Offi ‘Team — Telephone 2230947 Bomb Dispos: Mombasa) for search/sean + to call Rescue Response Team (PCIO’s Office ~ ig and disarming, iv) Do not create panic and remain on your duty Information on the caller Whosoever received the hoax call, should try to get maximum information such as:~ i) Time of detonation/explosion? ii) Callers demands? (make a request to stop the explosion, this way at least we know, if the bomb is real and whether or not itis remote controlled) iii) Try to talk as much as possible to the caller, meanwhile try to identify the background sounds and the temperament of the caller — is he serious or just a joke? Does he sound familiar? Accent? Educated? iv) Ask the caller why you have done this? Any demands? Normally such calls are very brief but try to prolong it to get as much information as you can v) Take notes (there after follow immediate steps at s at above 2.1 PROCEDURE IN CASE OF BOMB SEEN DETECTED a. Immediate steps i) Don’t panic/bolt or run and DO NOT TOUCH THE BOMB! ii) Don’t switch ON/OFF any light and don’t disturb the surrounding Switch OFF mobile and wireless sets iii) Don’t shout/call for help iv) Move slowly away (20 paces) and then report the matter to the Duty Manager and Security and Safety Manager Counter measures to avert sabotage and bomb threat Bomb threats are the most common sabotage activity leading to the achievement of terrorist elements of national/international levels. The counter measures adopted would be different for varying threats:~ Car Bomb threat In such kind of sabotage, surprise is the key element coupled with thorough reconnaissance by the terrorists, as the operation is planned after taking into account the fixed routines, timings and other related factors of the target. The car bombs are detonated in three different ways: a) Thorough physical search of the car is carried out at the entry point before the entry is allowed, through service gate for contractors and ©) Boot and engine to be searched physically. d) Interior to be searched physically ©) Ifa bomb is detected the car is to be stopped by force at the same place, driver arrested and physically checked for arms triggering device. The car to be removed from close proximity of the premises and Bomb Disposal Squad called, Suicidal Attempt — Explosive car hitting and target, 8) The objective of the suicide bomber is always to penetrate deep into the target to achieve maximum human casualty and destruction to property, b) Therefore, counter measure is to keep the bomber as far away as possible by checking the vehicles at the entry points i.e. the gates will remain closed to deny entry of a speeding suspicious motor vehicle. ©) However, in case of a very high risk condition and on speci instruetion by the National anti Terrorist Task Force (Government Agency), conerete blocks may be placed on the ramp leading to the reception lobby in a zig zag fashion; primarily to break the speed of the car to zero and secondly to form a permanent barrier. d) The conerete blocks should however be supplemented with strong metal pole lift barriers, to be closed for physical check search (only in emergency situation) Human Bomb This is a bomb carried on a person, ‘The counter measure is to physically check all individuals at the outer, parameter entry points. A body search with the help of a metal detector is, sufficient to serve the purpose. In case of detection, the attacker is to be immediately incapacitated especially his/her hand by means of which he can trigger the device by simply pressing a button, DUTIES OF SECURITY AND SAFETY MANAGER 1. Cordon off the area at least 50 meters in diameter and remove all guests/personnel within this area, Deploy guards around the cordon. Switch off wireless sets as electrical impulse can trigger the devise. Use telephone and visual signals. Don’t try to disarm the bomb, but instead put blockade in the corridors and passages etc to muffle the shock wave. These blockades are made out of mattresses covered with fire blankets, pillows and other soft materials provided by Housekeeping. Keep handkerchiefs/rubber under your teeth and block ears with cotton cloth for all men working in near proximity (i.e. cordon). Remove leather/nailed shoes to avoid sparking and ground thumping produced by walking. Remember! At all times bombs are sensitive to any minute impulse or change of temperature. They can detonate at times by an over casting shadow. Keep the area clear of any hassle till the Bomb Disposal Squad arrived. When a member of the Management Team is not on the property at the on set crisis, the next on duty — senior manager in his department will perform his function until the arrival of the CMT member. Maintain high alert security on all entry/exit points Maintain effective control on staff panic likely to lead to any hasty move such as running for life. Ensure that staff do not talk to the News Media, and that all are directed to the General Manager or the officer authorized by him in lieu of. Coordinate with the fire brigade and police and other law enforcing agencies Maintain control along with the CMT in case partial or full evacuation is ordered. Tie-up and maintain car pool (Rent-a-car) in coordination with Rooms Division in case of casualty evacuation, DUTIES OF DUTY MANAGER 1. 2. Inform Security and Safety Manager and General Manager Telephone Rescue Response Team and Bomb Disposal Squad on 999 or 2230947 PCIO’s office ~ Mombasa. Keep the treat secret from the guests, till such time evacuation is ordered by General manager). Route of the evacuation will be decided by the General, Manager at the spot keeping in view of the location of the bomb. Inform Engineering not to change the status of elect the affected area unless told to do so. ry and cooling ete ~ in Inform Housekeeping to provide soft mattresses and pillows and fire blankets in a maximum quantity near the affected zone in the custody of Security Officer. Maintain a log of events. DUTIES OF CRISIS MANAGEMENT TEAM a) b) °) d) Establish command post in CCTV room or any other suitable area deper circumstances Try to clear out the entire affected zone without creating any alarm/panie. Execute partial/full evacuation on advise of Bomb disposal Squad. Contain/restrict staff from initiating their own search/measures for the bomb and its disposal, as it ly professional job and should be carried out by the Bomb Disposal Squad ONLY. Any slight mistake can lead to an explosion. General Safety The hotel Engineer will ensure that all engineering staff are available and ready at respective stations (Boiler, Generator etc) to act upon instructions for switching off electricity All departmental, section heads and secretaries to ensure safe custody and shi their important files/documents/materials, if evacuation is ordered for all. ng of The hotel exchange and telephone operators to perform a vigilant duty and to keep a log book of all telephone calls, such as passing on the information to all CMT. members and to ensure proper passage and reception of all messages during the time of crisis. Communication will have to rely on telephones, as the wireless network would be switched off. CRISIS MANAGEMENT TEAM MEMBERS A Crisis Management Team (CMT) is a group of management staff who have the ability and authority to expedite and effectively execute tasks controlling and minimizing loss from crisis. It operates by assessing the situation, analyzing information, making and communicating decision, and applying their individual skills to team efforts. ‘The CMT consists of the following members: General Manager Food and Beverage Manager Rooms Division Manager Security and Safety Manager Hotel Engineer Duty Manager Reservations Manager Executive Housekeeper/Assistant Executive Chef Human Resources Manager Secretaries Sales and Marketing Executive Doctor on call/Hotel Nurse When a major incident occurs, it will be immediately investigated by the Security and Safety Manager, Duty Manager, shift in-charge Repairs and Maintenance and the departmental manager who has the responsibility over the department. In the absence of the CMT. member, the next on duty shall perform his/her functions until the arrival of the CMT. member. Immediate and necessary steps shall be taken to ensure the security and safety of all persons within the premises. PURPOSE OF THE CRISIS MANAGEMENT PLAN y way of ensuring that the policies, procedures, resources, analysis communications and decision-making are directed optimally to reduce loss to property and save life. ‘A prepared emergency action plan shall help in ensuring that the hotel’s image and ‘The Crisis Management Plan covers all incidents that may close down the normal operations of the hotel. Such an incident may result in the need to relocate guests and staff and may also result in temporary closing of the hotel or close one or more departmental operations. At least 70% of established and operating businesses have never reopened to business after being destroyed by fire. A cri an hotel can be dra: incubating food-borne diseases. ically obvious as a fire and as deceivingly subtle as a slowly mples of such incidents that woul Mechanical breakdown Loss of utility services (water, electricity, gas power) ‘Natural catastrophes (earthquakes, Tsunami) Other incidents may include: Terrorist Acts The crime of rape Robbery or major burglary Dead body in a guest room Suicide Strikes ete. CRISIS MANAGEMENT TEAM PROCEDURES Introduction In the event of a crisis, the General Manager shall be the official spokesperson for Mombasa Serena Beach Hotel. If he is unavailable, the next chain of command takes his, responsibilities. He shall keep CMT abreast of all pertinent information and will support the spokesperson. CMT’s success is based on a foundation of set rules:- * Calm appearance © Manner of speal ng adopted as soon as CMT is alerted of a possible crisis Calmness assures the guests and serves as a model for the team. It also impresses the media and other officials. Note ~The CMT is on stage from the beginning to the end of the crisis. Command Post ‘The Executive Secretary or Telephone Operator shall notify the CMT to meet at Mashua Conference for an emergency meeting with a summary of the incident. ‘The General Manager/2™ chain in command shall give instruction on how to deal with the emergency and spearhead the operations. jons/Instructions to be taken in the event of an emer CMT a) Act calmly b) CMT members be notified immediately by Telephone Operator/Duty Manager. Telephone Operators shall have the telephone numbers (mobile) of CMT and their assistants. ©) Systematic floor check by the Emergency response Team. d) Telephone Operators to carry out telephone room check. 8) h) d Step | Step 2: Step 3: Step 4 Set up a disposing area in housekeeping for necessary items such as towels, blankets and toiletries, Food and Beverages to be handled by any of the hotel kitchens for displaced lodging. Arrange alternative lodging for the guests at Whitesands, Nyali Beach Hotel. Provide transportation to such alternative lodgings. Establish a Damage Assessment Team. Hotel Accountant to handle claims. CRISIS MANAGEMENT TEAM (ACTION STEPS) Determine location of press information centre Mashua Conference is the primary location, however, location may vary due to nature of emergency. Notify CMT Advise location of press information centre and ask all concerned to proceed to the centre. CMT Member Telephone Numbers General Manager (0734699813 Food and Beverage Manager (0734699840 Rooms Division Manager 0734699854 Security and Safety Manager 0722 314632 Hotel Engineer 0734699861 Hotel Accountant (0734699839 Front Office Manager (072333934085 Executive Housekeeper 07 21260013 Executive Chef (0733287733 Human Resources Manager (0722824325 Sales and Marketing Manager (0734699853 Executive Secretary (0724175014 IT Manager 0734699815 Hotel Nurse 0722289574 Inform TPS (K) Office on (020) 2842000, 22710511, Nairobi Serena Hotel on 020 2725111-8 Provide details of the situation and assure them of regular updates. ask them to Set up location of press information centre Location may vary due to nature of emergency: a) Lesser emergency i.e. criminal act b) Major emergency ice. fire, bomb-scare, hostage situation Crisis communication case This is maintained in security and safety office. It contains the following:~ * 4x Radio Steps: Steps: Step 8 Flash lights and spare batteries Multi-band radio with spare batteries Writing pads and pen Hotel floor plans Batteries One auto focus eamera plus batteries irst Aid Kit CCTV/CCTY room Manual siren/portable loud speaker White paper dots — adhesive stickers Equipment available in Human Resource Office: Additional telephones Desks and stationary Desk Top/or Lap Top Computer Copy Machine TV (Security office) The above listed (4B) ‘The Sports Centre will become the holding area for the media representatives. Further access to the hotel from this point to be controlled by Security Department. Establish ongoing communication links to emergency area via Engineering, Fire department, ete. Press information centre must be updated immediately on all developments. Instruct Telephone Operator and Security staff to refer all media personnel and inquiries to the designated press information centre. Operators and other staff MUST not answer any questions from the media and must NEVER say “NO COMMENT. Refer the media to the press information centre (no one should speak to the press but designated Hotel spokesperson). information centre to gather all facts and formulate an immediate press statement (typewritten, but may be oral if time is limited). ‘The statement should:- . Provide Who, What, When, Where and Why facts; * Be public relations exercise to get statement (s) to New agencies. If possible, clear statement from Serena Hotels Head Office, Nairobi. © Co-ordinate statement with local hospitals, rescue squads, fire departments etc, © Know your liability limits based on legal advise Stay on top of events/return all calls/log all activities © If possible provide refreshments to press if crisis continues over prolonged period, © Be cautious about giving personal interviews outside initial press conference. © Keep everything in short statements so everyone (CMT) is saying the same thing, Step 9: Post Crisis Period * Evaluate information promptly and make necessary changes * Make hotels appreciation known through letters to medical/fire/police personnel/news media ete to recognize especially good jobs of reporting/handling of crisis. ion to staff and their families press hotels’ appreci . Check and restock crisis communi MEDIA HANDLING CHECKLIST FOR CMT Although the following guidelines are specific to the spokesperson (General Manager), a general understanding of how to communicate with the media, a necessary part of dealing the a crisis, is of value to CMT and the information centre. Determine the facts CMT members with fact-finding responsibilities should not delay in relayi the information centre and/or spokesperson. Media can be very impatient. information to Prepare a statement and be consistent A clear concise statement should be written and immediately cleared by the General Manager —the head of the CMT. If more than one spokespersons are needed, make sure that each person is reading the same statement to the press. Do not go “off the record” and never say “No comment” Avoid “off the record” and “No comment” when speaking to the media. If you don’t want the information to appear DON’T SAY IT. Do not stall Stalling and hoping reporters will go away does not usually work. if the spokesperson cannot answer a reporter's question, tell him/her “why not”. Never tell a reporter that he/she will get formation and not deliver. This ruins the hotel’s credibilit Do Not get trapped into talking damage Information on causes and estimates should not be given until the General manager what he oe Ole Soante tr. arate actimatee chanld he ojven ‘The spokesperson should not make any statement that could be an admission blame. Taking a positive attitude to media relations even during a crisis will lessen the negative picture of the hotel. Do not volunteer negative information and agree with the reporters that everything is a disaster, you will be quoted with great relish and will sowed only in selling papers, not rooms, Media conference The media conference plays an important role in establishing the Hotel’s philosophy and its position in dealing with the crisis through a prepared statement delivered by the General Manager. Facts and other details will be issued by the authorities and experts only, ie. fire, police, city officials. The General Manager to use a prepared statement/reviewed in advance of release by legal counsel). Statement should:- © Reiterate the safety record and hotel’s commitment to its first priority, “the safety of their guests and staff”. * Make reference to advance preparation and crisis management planning. © Highlight safety devices i.e. (F.F.E) for the case of fire, © Recognize staff for the efforts and guests for their co-operation during the crisis. * Commend fire and police departments, city officials, area hospitals, neighbouring, hotels ete, for their tireless services rendered Note — One operations are resumed, promptly notify the media that it is “Business as usual”. Limit access to the media Although the hotel will want to be as co-operative as possible, “No Entry” areas by erecting barricades or by having police officials, which people are not allowed. To ensure all staff are well informed and prepared for an emergency, a simulated er fire, bomb threat and mechanical failure will be staged twice a year. Points to remember When dealing with the press: © Make sure they know that you want to co-operate in meeting their needs © Donot speculate; verify all information Try to provide Who, What, When, Where and Why informati Who was involved? What happened? When did it happen? Where did it happen? Why? What was the cause and how much damage is there. Let the media know that the hotel spokesperson is the best source of information, Remember: whether you co-operate with the press or not, a story will be prepared. it is therefore, our responsibility to make sure that the information is ACCURATE! CRISIS HANDLING CHECKLIST Get the appropriate public relations persons on site. Media from around the country will send reporters to cover the story. Inform TPS (K) immediately and ask them to inform other hotel chains. with a major crisis, each of our properties will be called upon by the media for comment. Give them parameters of a statement Be concerned about the crisis, but our statement should be designed to protect the “image” of our hotel brand. Questions regarding the injured and/or dead to be referred to the police and fire departments, Make sure you draw up any questions possible, tough or not before a press conference. I you have a press conference, have it recorded Draft possible questions and answers for the next day at the end of each day. Go over your proposed answers with the legal counsel. Be consistent. If we need more than one spokesperson because of the size of the crisis, we must make sure all statements are written down and everyone is, reading the same statement to the press. An inconsistency signals to the press that we must be hiding something. what the fault Don’t always be eager to apologize and rake the blame. Dete is before making any statement. and take advantage of them. The more good news we can weave in with the bad news, the better off the entire “image” will be. Guest Services Department should play a key role in determining the solution to the problem, in not just communicating. + Remember that the crisis we must respond to, need not be our own. Major problems in the industry can put us in a position where we may have to comment. . Don’t be eager to take advantage of another hotel’s crisis unless we have our own house in order. Media: Newspaper/T'V/Radio/Magazines (Kenya ~Mombasa/Nairobi) Nation Media 2224122 ‘The East African Standard 2312781 Reuters — Nairobi 020 330261 BBC — Nairobi 020 221592/227470/250744 CNN Radio Citizen and TV — Nairobi 020 249120-7 The People 2220646 ‘Coastweek 2313589/2313767 (020 2712982-7 2228098/2228204 2313380/2224903/2223506 ‘TELEPHONE NUMBERS FOR HOSPITALS: THE AGHA KHAN HOSPITAL (MSA) ~ 222711/3 MOMBASA HOSPITAL ~ 2228712 / 222710 PANDYA HOSPITAL— 2314262 / 2314140 COAST GENERAL HOSPIAL ~ 2314201 / 2222148 Compiled by David Kamanga.