Crowd & Crisis Management in Hospitality PDF

UNIT 1: INTRODUCTION TO CROWD AND CRISIS MANAGEMENT IN THE HOSPITALITY DISASTER - as “an occurrence that causes great distress or destruction” defined by Chapman INDUSTRY (200). CRI...

UNIT 1: INTRODUCTION TO CROWD AND CRISIS MANAGEMENT IN THE HOSPITALITY DISASTER - as “an occurrence that causes great distress or destruction” defined by Chapman INDUSTRY (200). CRISIS - pertains to any event or condition that is most likely to lead to an unstable, stressful, CRISIS - refers to “a stressful time in an individual's life when they experience a breakdown extremely difficult, and dangerous situation, adversely affecting a person, group, community, or disruption in their usual or normal daily activities or family functioning”. or an entire nation. - a crucial or decisive point or situation”, “a time of great disagreement, confusion, trouble, CAPACITY - a combination of all strengths and resources available within a community, society or suffering” and “a turning point for the better or the worse or organization that can reduce the level of risk, or effects of a disaster. CROWD - refers to large volume of people gathered in one place or in meetings. CLIMATE CHANGE - a change in climate that can' be identified by changes in the mean and/or variability of its properties and that persists for an extended period typically decades or CROWD CONTROL - involves security practice and protocols on how to manage and prevent longer, whether due to natural variability or as a result of human activity. the outbreak of crowd crushes, fighting, commotion, and riots of people in a large crowds or gatherings. DISASTER - a serious disruption of the functioning of a community or a society involving widespread human, material, economic or environmental losses and impacts, which exceeds CROWD CONTROL MANAGEMENT - is a specific training program regarding on how to control the ability of the affected community or society to cope using its own resources. the crowd and crowd safety that all part of the security and safety/crowd control team should need to learn. DISASTER MITIGATION - the lessening or limitation of the adverse impacts of hazards and related disasters. CRISIS MANAGEMENT - characterizes the ability of an organization or institution to react DISASTER PREPAREDNESS - the knowledge and capacities developed by governments, properly and manage the effect of a hazard and emergency situation. professional response and recovery organizations, communities and individuals to effectively anticipate, respond to, and recover from, the Impacts of likely, imminent or current hazard CROWD AND CRISIS MANAGEMENT - is the process of preparing for and managing events or conditions. emergencies and behaviors that threaten to harm an organization, its staff, and its stakeholders, including large groups of people who are gathered at a venue or an event. DISASTER PREVENTION - the outright avoidance of adverse impacts of hazards and related disasters, it expresses the concept and intention to completely avoid potential adverse INCIDENT - is considered the starting point – one that can evolve into the emergency, turn impacts through action taken in advance such as construction of dams or embankments that into a crisis and ultimately, without control, end in disaster for the person or the business. eliminate flood risks, land-use regulations that do not permit any settlement in high-risk EMERGENCY - is “an event or situation which threatens serious damage to human welfare or zones, and seismic engineering designs that ensure the survival and function of a critical the environment, or an act of war or terrorism which threatens serious damage to security”. building in any likely earthquake. CRISIS - as defined by Lucas Ludek (2016), is an important phenomenon, which has negative DISASTER RESPONSE - the provision of emergency services and public assistance during or influence on human society and this negative effect is a common sign of security breach and immediately after a disaster in order to save lives, reduce health impacts, ensure public safety crisis. and meet the basic subsistence needs of the people affected. Disaster response is the crisis is created due to predominantly focused on immediate and short-term needs and is sometimes called 1) unexpected and large negative situation and "disaster relief" 2) unmanaged control. DISASTER RISK - the potential disaster losses in lives, health status, livelihood, assets and ABATEMENT - Any act that would remove or neutralize a fire hazard. services, which could occur to a particular community or a Society over some specified future time period. ADMINISTRATOR - Any person who acts as agent of the owner and manages the use of a building for him. DISASTER RISK REDUCTION - the concept and practice of reducing disaster risks through systematic efforts to analyze and manage the causal factors of disasters, including through BLASTING AGENT - Any material or mixture consisting of a fuel and oxidizer used to set off reduced exposures to hazards, lessened vulnerability of people and property, wise explosives. 2009lawsprem management of land and the environment, and improved preparedness for adverse events. DAMPER - A normally open device installed inside air duct system which automatically closes DISASTER RISK REDUCTION AND MANAGEMENT - the systematic process of using to restrict the passage of smoke or fire. administrative directives, organizations, and operational skills and capacities to implement strategies, policies and improved coping capacities in order to lessen the adverse impacts of FIRE - The active principle of burning, characterized by the heat and light of combustion. hazards and the possibility of disaster. FIRE TRAP - A building unsafe in case of fire because it will burn easily or because it lacks EMERGENCY - unforeseen or sudden occurrence, especially danger, demanding immediate adequate exits or fire escapes. action. FIRE ALARM - Any visual or audible signal produced by a device or system to warn the EXPOSURE - the degree to which the elements at risk are likely to experience hazard events occupants of the building or fire fighting elements of the presence or danger of fire to enable of different magnitudes them to undertake immediate action to save life and property and to suppress the fire. Hazard - a dangerous phenomenon, substance, human activity or condition that may cause loss of life, injury or other health impacts, property damage, loss of livelihood and services, FIRE DOOR - A fire resistive door prescribed for openings in fire separation walls or partitions. social and economic disruption, or environmental damage. FIRE HAZARD - Any condition or act which increases or may cause an increase in the REHABILITATION - measures that ensure the ability of affected communities/areas to restore probability of the occurrence of fire, or which may obstruct, delay, hinder or interfere with their normal level of functioning by rebuilding livelihood and damaged infrastructures and fire fighting operations and the safeguarding of life and property. increasing the communities' organizational capacity. FIRE LANE - The portion of a roadway or public-way that should be kept opened and RISK ASSESSMENT - a methodology to determine the nature and extent of risk by analyzing unobstructed at all times for the expedient operation of fire fighting units. potential hazards and evaluating existing conditions of vulnerability that together could potentially harm exposed people, property, services, livelihood and the environment on FIRE PROTECTIVE AND FIRE SAFETY DEVICE - Any device intended for the protection of which they depend. buildings or persons to include, but not limited to, built-in protection system such as sprinklers and other automatic extinguishing system, detectors for heat, smoke and STATE OF CALAMITY - a condition involving mass casualty and/or major damages to property, combustion products and other warning system components, personal protective equipment disruption of means of livelihoods, roads and normal way of life of people in the affected such as fire blankets, helmets, fire suits, gloves and other garments that may be put on or areas as a result of the occurrence of natural or human-induced hazard. worn by persons to protect themselves during fire. VULNERABILITY - the characteristics and circumstances of a community, system or asset that FIRE SAFETY CONSTRUCTIONS - Refers to design and installation of walls, barriers, doors, make it susceptible to the damaging effects of a hazard. windows, vents, means of egress etc. integral to and incorporated into a building or structure in order to minimize danger to life from fire, smoke, fumes or panic before the building is ✓ Defines the culture. evacuated. ✓ Strong commitment to excellent service. Objective of Leadership JUMPER - A piece of metal or an electrical conductor used to bypass a safety device in an - To develop the teamwork and camaraderie of an organization, in order to electrical system. accomplish a task. LEVELS OF LEADERSHIP OCCUPANCY - The purpose for which a building or portion thereof is used or intended to be a. Position Level – Your subordinates follow you because they have to. used. b. Permission Level – Your subordinates follow you because they want to. c. Production Level – Your subordinates follow you because of what you have done to the OCCUPANT - Any person actually occupying and using a building or portions thereof by virtue organization. of a lease contract with the owner or administrator or by permission or sufferance of the d. Personal Development Level – Your subordinates follow you because of what you have latter. done to them. e. Personhood Level – Your subordinates love and follow you because of who you are and OVERLOADING - The use of one or more electrical appliances or devices which draw or what you represent. consume electrical current beyond the designed capacity of the existing electrical system. LEADERSHIP INDICATION OWNER - The person who holds the legal right of possession or title to a building or real property. PUBLIC ASSEMBLY BUILDING - Any building or structure where fifty (50) or more people congregate, gather, or assemble for any purpose. SPRINKLER SYSTEM - An integrated network of hydraulically designed piping installed in a building, structure or area with outlets arranged in a systematic pattern which automatically TRAITS OF A LEADER discharges water when activated by heat or combustion products from a fire. 1. Knowledge – The leader should develop a program of learning, which will give him a more distinct personality. He can do this by reading, conducting research on matters he does not STANDPIPE SYSTEM - A system of vertical pipes in a building to which fire hoses can be know or understand. attached on each floor, including a system by which water is made available to the outlets as 2. Courage – It is a quality of the mind to act properly in times of danger and hardship. needed. 3. Initiative – This is the quality of a leader to do action even without being told by his superior. UNIT 2: LEADERSHIP AND DECISION-MAKING PROCESS 4. Decisiveness – The ability of a leader to make decisions promptly and express them in a clear, forceful manner. LEADERSHIP - is a process by which an individual influences others to accomplish an objective 5. Tact – The ability of a leader to deal with situations in a respectful manner. It involves the and directs the organization in a manner that makes it more cohesive and coherent. understanding of human nature and considerations for the feelings of others. 6. Justice – This is the quality of a leader of being impartial and consistent in giving credits, IMPORTANCE OF LEADERSHIP punishments while dealing with others. ✓ Making everyone in the organization committed to high levels of guest service. 7. Dependability – The ability of a leader to perform duties with or without supervision from ✓ Create and sustain the organization culture. his superior. ✓ Persuade employees and managers to believe in their culture. 8. Bearing – The quality of a leader to create good impression in general appearance, carriage 7. Train Your Men as a Team – Develop a team spirit among your subordinates through and behavior. training that will motivate them to cooperate with others in achieving a common goal. It is a 9. Endurance – The ability of leader to withstand pain, fatigue, stress and hardship to be able duty for a leader to inculcate teamwork to his subordinates to have trust and respect for each to perform his functions properly. It is also the mental and physical stamina of a leader. other. 10. Enthusiasm – The ability of a leader to display sincere interest and zeal in the 8. Make a Sound and Timely Decisions – The ability to make a rapid estimate of any situation performance of his duties. and arrive at a sound decision. Announce decisions on time to allow your subordinates to 11. Unselfishness – The quality of a leader to ensure the comfort, pleasure and recreation of make their necessary plans. The leader should be able to act logically. his subordinates before attending to his own. 9. Seek Responsibility and Develop a Sense of Responsibility among Subordinates - Learn the 12. Integrity – It is the state of adherence to moral and ethical principle. duties and responsibilities of your own immediate supervisor. The leader must have the 13. Loyalty – The quality of being loyal to his seniors and subordinates, to his unit, to the initiative in the absence of his superiors. Be quick to recognize accomplishments of your country, and to the organization he belongs. subordinates. Prove to your subordinates that you are ready and willing to accept 14. Judgment – This is the ability of a leader to make quick and wise decisions on valid facts. responsibility. 10. Employ Your Command in Accordance with its Capabilities – The leader must have PRINCIPLES OF LEADERSHIP knowledge of the tactical and administrative capabilities and limitations of his unit. As a 1. Know Your Job – The leader should be ready to handle his duties and responsibilities to an leader you should employ the task properly. organization. He must be knowledgeable to understand the methods and procedures of a 11. Take Responsibility for Your Action - The leader is responsible for what his unit does or unit. fails to do. The objective is to build trust between a commander and his subordinates. If a 2. Know Yourself and Seek Self Improvement - Analyze yourself honestly to determine the leader makes mistakes, accept justified criticism and take action out of it. Avoid putting the strong and weak points of your character. Make an effort to overcome them. You should blame on someone else. develop a program of learning by reading, conducting research on matters you do not know or understand. LEADERSHIP STYLES 3. Know Your Men and Look for their Welfare - The leader should be friendly and The Seven (7) Primary Leadership Styles approachable. Create an intimate knowledge and understanding of your subordinates 1. Autocratic Style through personal contact and available records. In small commands, it is imperative not only 2. Authoritative Style that the leader knows how to address his subordinates by names, but also to be familiar with 3. Pacesetting Style their characteristics. 4. Democratic Style 4. Keep Your Men Informed - Keep your subordinates informed on matters related to his 5. Coaching Style mission and plans for future operations. They need to know the capabilities and the 6. Affiliative Style limitations of the organization. Be alert to detect the spread of false information. Stop them 7. Laissez-Faire Style by replacing true information. 5. Set the Example - As a leader you should set as an example to your subordinates. Be THE DECISION-MAKING PROCESS physically fit, mentally alert, well groomed, and correctly dressed. Avoid the development of 7 Steps in Decision Making favoritism to your unit. You must set high but attainable standards. You need to share danger 1. Identify the decision. and hardship with your subordinates 2. Gather relevant information. 6. Insure that the Task is Understood, Monitored, and Accomplished – The leader must 3. Identify the alternatives. develop the ability to think clearly and to issue clear, concise, positive orders that cannot be 4. Weigh the evidence. misunderstood. Supervise your subordinates to insure that the orders are properly executed 5. Select among the alternatives. and done. Assist them in accomplishing the mission. 6. Take action. 7. Review your decision and its consequences.  Parts of Triangular Bandages UNIT 3: EMERGENCY RESPONSE PROCEDURE FIRST AID has been defined as the care, given to casualties before a regular medical or surgical treatment is administered by trained individuals. It is the application of measures designed to temporarily lessen the physical pains being suffered by an individual. THE FOUR LIFE SAVING STEPS ▪ First Step: Stop the bleeding. ▪ Second Step: Protect the wound. ▪ Third Step: Prevent the shock or treat shock. POISONING - Ingestion of any substance whether solid liquid or gas which can be harmful to ▪ Fourth Step: Restore breathing. one’s health and can even cause death. Treatment: THE TWO PRIMARY METHODS FOR ADMINISTERING ARTIFICIAL RESPIRATION 1. Induce vomiting by sweeping the back of the throat with a finger, spoon handle or 1. Mouth to Mouth Method chopstick. 2. Mouth to Nose Method. 2. Neutralize and dilate the poison by giving 1-2 glasses of milk or water. 3. Take the victim to the nearest hospital. WOUND - is described as any break in the continuity of the skin of the body. Classification of Wounds FRACTURE - It can be defined as a broken bone or skull. 1. Open wound - There is a break in the skin or mucus membrane. 2. Close wound - It involves the underlying tissues without a break in the skin or mucus Two Classes of Fracture membrane. 1. Simple or Close Fracture - no injury or wound that is visible to the skin Types of Wounds 2. Compound or Open Fracture - when the bone is broken into two or more pieces. 1. Abrasion 2. Incised wound BURNS - It caused by fire, hot gases, hot objects, friction, chemical agents or radiation. 3. Lacerated wound 4. Punctured wound Classification of Burns Complications of Wounds 1. First degree burn (superficial injury) - there is pain and redness of the skin 1. Bleeding - continuous blood flow from the wound 2. Second degree burn (Medium injury) - symptoms include swelling, presence of blisters, 2. Infection - when the healing process is delayed peeling of the skin; severe pain can be felt 3. Third degree burns (Deep injury) - painless because the nerve endings are destroyed but BANDAGES the affected part is white, waxen/black and charred. A bandage any cloth material use to hold dressing in place and control the bleeding of a wound. It can also tie splint in place. Bandages can be sterile or not. DROWNING - Obstruction of the airway caused by the spasm of the larynx while in the water Causes Cramps - Incapacitate a swimmer because of severe pain due to muscle contraction. Hyperventilation - Excessive rate and depth of respiration leading to abnormal loss of carbon dioxide from the blood. BOMB - Is an explosive weapon used to create blast, fire, shock, and heat to cause extensive potential hazards that may arise is the commotion and disorderliness of the damage to the target and even individuals. These devices contain incendiary or explosive attendees that may result to fighting, stampede, and injury. substances which can be either factory made or homemade. CROWD CONTROL - Is a security practice and protocols on how to manage and prevent the IED stands for IMPROVISED EXPLOSIVE DEVICE. These could be either factory made or outbreak of crowd crushes, fighting, commotion, and riots of people in a large crowds or homemade, whichever constructed from the military or nonmilitary components. It is gatherings. generally seen in terrorist group actions to produce crimes and chaos. CROWD CONTROL MANAGEMENT - Is a specific training program regarding on how to control METHODS OF BOMB / IED INITIATION the crowd and crowd safety that all part of the security and safety/crowd control team should 1) Time Operated Bomb – The initiation and explosion of bomb will depend on the desire need to learn. It involves leadership skills, accurate communications, proper equipment, and time set by the bomber. decision making in managing the crowd. 2) Victim Operated Bomb – The initiation and explosion of bomb will depend on the action of the victim to activate the switch of the bomb. POINTERS TO CONSIDER IN MANAGING AND CONTROLLING A CROWD 3) Command Operated Bomb – The initiation and explosion of bomb will depend on the Organized Entrance/Exit Lines remote control system of the bomber to activate the switch of the bomb. Be Aware of Your Audience’s Characteristics and Behavior Control to Liquor Access BOMB THREAT PREVENTIVE AND DETECTIVE MEASURES Number of Attendees CCTV Camera Search and Screen Alarm Illumination/Lighting Security Personnel Patrolling/Roving Availability of Equipment Search/ Check Reporting of Any Suspicious Activity Scanner and Detector Pointers to Consider in Managing and Controlling a Crowd Inspection Mirror Communication Awareness Risk and Vulnerability Assessment Organized Your Crew EARTHQUAKE AND FIRE SITUATION RESPONSE Make a Crowd Control Management Plan Planning of Organization for the Earthquake Drill Trainings and Drills Establish a Crisis Management Committee - Emergency Response Team SAFETY PROCEDURES - First Aid Team TYPHOON OR TROPICAL STORM - is a tropical cyclone that forms and occurs in the - Evacuation Team northwestern Pacific or Indian oceans. - Fire Safety Team FLOOD - is an overflow or accumulation of an expanse of water that submerges land. In the - Security and Safety Team sense of "flowing water", the word may also be applied to the inflow of the tide. - Communication Team Safety Tips during Storm/Typhoon and Floods CROWD CONTROL MANAGEMENT PROCEDURE 1. Remain calm and stay indoors. - Event organizers have the responsibility to ensure the security and safety of all 2. Stay tuned in to radios and televisions for the latest weather report. attendees including the staff, suppliers and volunteers during the event. One of the 3. Cut off the branches of trees that might hit or fall onto your house, and those that are touching the power lines. 4. Remove all obstacles on the road to pave the way for emergency vehicles. 5. If your house is in a flood-prone area, flee to the nearest evacuation center. PANDEMIC SITUATION 6. Prepare a flashlight and a portable radio with new batteries. Pandemic – An outbreak/epidemic of a disease occurring worldwide, or in a very wide spread 7. Stock enough supplies of canned goods, food, potable water, fuel, batteries, and keep a area that usually affecting a large volume of people. first aid kit. Covid19 Virus – The Coronavirus disease (COVID-19) is an infectious disease caused by a 8. Turn off the main power safety switch and water valve if there’s a flood. newly discovered coronavirus. It was reported as a pneumonia outbreak started in December 9. Carry and transfer your home appliances and all your important documents to a higher 2019 at Wuhan China, and given an interim name of 2019- Novel Coronavirus (2019-nCoV) place to prevent floodwaters from reaching it. by the World Health Organization (WHO). Most people infected with this virus will experience 10. Avoid low lying areas, river banks, creeks, mountain sides, hill sides and ravines. Heavy mild to moderate respiratory illness and may result to severe cases if complications arise. The downpour can cause landslides, mudslides or rockslides. COVID-19 virus spreads primarily through droplets of saliva or discharge from the nose when 11. Do not wade in the floods nor cross a raging river. an infected person coughs or sneezes. 12.Do not use electrical appliances or gas stoves which were submerged in flood water. 13.If there’s a need to proceed to the evacuation area, do the following: PANDEMIC SITUATION a. Close all the windows and lock all the doors of your house. Community Quarantine b. Switch off the main circuit breaker or fuse box. - Enhance Community Quarantine (ECQ) c. Close the valve of the liquefied petroleum gas cylinder. - General Community Quarantine (GCQ) d. Elevate all the important documents, things, and possessions. Other Measures e. Bring the following when evacuating: Extensive/Extreme Enhanced Community Quarantine (EECQ) First aid kit which contains bandages, antiseptics, cottons and medicines for cough Modified Enhance Community Quarantine (MECQ) and colds, fever, LBM, etc. Modified General Community Quarantine (MGCQ) Flashlight, new batteries, matches, and candles Total or Special Concern Lockdown Transistor radio and new batteries Blankets, clean clothes, boots, and raincoats Safety Tips against Covid 19 Virus Basic needs of infants, elderly or physically challenged people Potable water in a sealed container Enough cash and loose change Strong plastic bags that are big enough to cover and store all your important documents and personal belonging VOLCANIC ERUPTION - refers to the release of gas, ash, molten materials or hot water into the atmosphere or onto the Earth's surface from a volcano or other opening in the Earth's surface. TSUNAMI - is a series of ocean waves generated by sudden displacements in the sea floor, landslides, or volcanic activity. It is derived from the Japanese terms “tsu” and “nami” which means “harbor wave” when translated literally. In the deep ocean, the tsunami wave may only be a few inches high. The tsunami wave may come gently ashore or may increase in height to become a fast moving wall of turbulent water several meters high. Tsunamis are sometimes referred to as tidal waves.