Sunday, 28 April 2013
Medical Emergency: When Guest Become Sick
Today we will learn a serious Training on Medical Emergency. In a hotel, guest from different age level enjoy their time. During their stay, any of your valuable guest may suddenly become sick or may not feel good. Certainly, as a hotelier this is one of the toughest moment to handle, because if you don’t take proper step immediately, a valuable life may be lost at the same time it will welcome lots of legal and other problems.
So, here in this Training we will learn how to react When the guest complains he would like to go to the doctor or he is not feeling well. Don’t kill any time unnecessarily. A life depends on you, so you must act quickly and the following steps will assist you in doing so:
1. Politely ask the guest if they would like to have the doctor on call, if so call hotel’s doctor and request him to come as early as possible.
2. If the situation is too bad that, the guest or family member of the sick guest want to go to the hospital immediately then follow these steps below:
- Call the front office to have a car ready with driver
- Call the hospital to inform them we are on the way
- A car has to be made available even if we have to let guest wait at the airport etc, they will understand
- Try to explain the symptoms if you can
- Butler or host to go with them if its serious one Manager on duty to accompany
- Gm to be informed straight away
- Butler, host to call once they at the hospital and to keep GM
- If serious GM to go to the hospital to give added support
- We must inform the hospital if the guest has any illness or he she takes prescribed medication or any illness they might have, we must determine this at the first step
- A full report must be made by the butler – host as to what the guest has said and what has been done by the hotel to cover any mishaps that might occur, it must be documented as it might come back to us down the line.
- A log book of all accidents must be kept at front office in terms of customers and a report filled out by the MOD or the host who assisted the guest to the hospital
- If the guest stays over night we must look at food if they are allowed
- The spouse having to stay overnight at the hospital
- Any additional assistance they might need to contact their insurance company etc this must become a best practice
What you should write on Log Book:
- Time of call from guest
- Location
- What they have complained about
- Any medication they take due to illness
- Specific request from the guest to their illness
- Time of our driver on stand by
- What hospital we sent them to
- Any over night stay at hospital
- Any request additional from the hotel they want if they stay over
- Any food taken to them
