Smoking is the number one cause of accidental fires. For this reason, the hotel should
establish a specific smoking policy. Smoking should be allowed in designated areas
only. This helps to ensure a safe working environment. Employees should be informed
at the time of orientation where the designated smoking areas are and when they may use
them. If the smoking area is outside of the hotel, consideration should be given to
providing the employees with some level of protection from the environment.
Employees should be informed that the smoking policy is not designed to inconvenience
smokers or to isolate them from other employees, rather it has been established to save
lives and property.
Due to the effects of alcohol upon a person’s judgment and activities, reasonable care
should be taken with the service of alcohol. Training programs for servers should be
established. The following guidelines should be considered in any training program:
as “Dram Shop” litigation.
“Dram Shop” (an old English term for a pub) involves a civil complaint alleging that a
business “illegally” served alcohol to an individual who then (as a direct result of having
been “illegally” served alcohol) caused another person to experience suffering or loss. An
example of such a lawsuit could involve an individual claiming loss as the result of your
hotel having “illegally” served alcohol to their spouse who, while driving under the
influence, was permanently disabled in a automobile accident.
You can defend yourself in a “Dram Shop” lawsuit by demonstrating to a judge and jury
that you consistently provide alcohol in a responsible and legal manner. Examples are:
training should be documented and a copy placed in the employees' personnel file. A
shift activity log should be completed after every shift. The log should be used to
document unusual activity, such as denying service to a minor or refusing to serve
additional alcohol to a patron who is obviously intoxicated. If no unusual activity
occurred, the log should still be completed and indicate the lack of activity. A sample log
is included in the appendix.
Employee Procedures & Controls
1. Alcohol will be served only to those patrons who can provide some form of photo
bearing identification that provides the patron’s date of birth. Under no circumstance will
alcohol be served to any person who cannot provide the required identification. ALL
2. Alcohol will be served only to those patrons who are of legal age.
3. Alcohol will not be served to any individual who appears to be intoxicated.
4. All members of the wait staff are empowered to terminate the sale of alcohol to any
individual they reasonably suspect is intoxicated.
5. All members of the wait staff are to immediately advise their supervisor and all
bartenders concerning their decision to terminate service to any person they have reason
to believe is intoxicated.
6. Once communicated, the decision by the waiter/waitress to terminate service will be
enforced by all members of the hotel staff. No one is authorized to countermand or
reverse the decision to terminate the sale of alcohol to a person they suspect is
7. The waiter/waitress terminating service of alcohol will prepare a hotel security incident
report documenting the events and circumstances precipitating their decision to terminate
the sale of alcohol. This report will be completed before the waiter/waitress leaves the
hotel. The MOD will also note in the MOD Log/Daily Report that service was
terminated to a patron suspected of being underage or intoxicated.
8. “Double” shots of alcohol are strictly prohibited.
9. Patrons may order no more than one drink at a time per person.
10. Any type of “Special” alcohol sale is prohibited. There will be no “Two-For-One”
specials or reduced price special sales such as “Quarter Beer” night.
11. Bartenders are specifically prohibited from mixing any "custom" drinks that require more
than the customary amount of alcohol contained in a single "jigger" type liquormeasuring
It will be important that you are able to demonstrate that you had provided all employees
who serve alcohol with:
placed in their personnel or training file.
All employees who may serve alcohol should be trained and certified through a third
party alcohol server program. This type of training can be obtained through programs
such as the “TIPS” (Training for Intervention ProcedureS) or “CARE” (Controlling
Alcohol Risks Effectively).
This training functions to provide a clear understanding of what constitutes “obviously
intoxicated” and how to identify someone who is intoxicated. The training also provides
strategies for dealing with a potentially intoxicated patron.
For information concerning the TIPS program, call 1-800-GET-TIPS. For information
concerning the CARE program call 1-800-752-4567.
“Dram Shop” claims are refuted by demonstrating, as a matter of standard operating
procedure, that the hotel refuses service to underage persons and terminates service to
intoxicated persons. Any incident or event resulting in refusal to serve or termination of
service should be documented as a hotel security incident.
This report should be prepared by the member of the wait staff terminating service and
should be completed before that person leaves the property. The report should contain
the date, time, location and name of the wait staff member and if possible, the name and
room number of the patron being denied service. The report should contain a brief
synopsis of why the wait staff member terminated service and a copy of the receipt
documenting the sale of alcohol to the terminated patron should be attached to the report.
As a supporting document, and for reference purposes, the MOD Log/Daily Report
should also be used to document any incident involving the refusal or termination of
service to a patron suspected of being intoxicated. The MOD Log/Daily Report should
reference the hotel incident report prepared by the member of the wait staff terminating
Only qualified personnel should administer first aid to an employee who is injured or ill.
An employee who is seriously injured should be transported immediately by ambulance to
the nearest emergency room. If the injury is not serious, the employee should be taken by
taxi to the nearest emergency room or the hotel doctor. The next of kin should be notified
whenever an employee is admitted to the hospital.
When applicable, a worker's compensation form should be completed and an accident
investigation should be conducted. OSHA records should also be updated. If the injury was
caused by defects in equipment or building construction, these problems should be
corrected as soon as possible. If three or more employees are hospitalized due to one
accident, or an accident results in the death of an employee, OSHA must be notified at 1-
All hotels should carefully evaluate each employee accident. This procedure will help the
hotel identify any pattern or circumstance that caused the accident. Steps can then be taken
to eliminate the causes and reduce the potential for future accidents to occur.
The accident investigation form included in this manual can be used as a written report of
the accident. The form is designed to provide enough details so a series of accidents over a
period of time can be analyzed with specific trends noted.
A member of the Safety Committee should conduct the investigation. When the accident
involves medical treatment for the employee, the employee’s supervisor should conduct the
If possible, the investigation should be completed as soon as possible after the accident,
while the facts can still be remembered accurately. The investigation should be conducted
at the location of the accident so a comparison can be made between the individual's report
of the facts and the physical conditions present.
Always call the Loss Prevention Department at 1-800-RISKMGT or 770-604-5960 to
report the injury with all pertinent information.
The following guidelines can be used to obtain information for the accident report:
a description of the cause of the accident. The investigation report should provide specific
facts that can be related directly to the accident.
The completed accident investigation report should be given to the Safety Committee for
review. A representative of the Safety Committee should meet with the General Manager
as soon as possible to discuss any recommendations that should be implemented. The
accident report should also be discussed during the next regularly scheduled Safety
Upon receiving a call about a possible death of an employee at the hotel, the manager on
duty should respond to the location with first-aid equipment, and, if available, personnel
qualified to administer first aid. Call an ambulance and instruct the operator to also notify
the local police authorities.
Instruct the security officer or manager on duty to seal off the area. Do not attempt to clean
office within 8 hours by calling 800-321-OSHA and report the employee’s death.
Normally, the local police authorities handle notification of next of kin. However, there
may be cases where the General Manager will want to fill this role. If it is felt that a
physician, minister, or family friend should be present when the next of kin is informed.
The General Manager should make these arrangements.
For assistance in public relations, refer to the section concerning dealing with the media.
Depending upon the severity of the accident, some employees may require counseling.
For assistance in arranging counseling, contact the company’s Employee Assistance
Program (EAP), Medical Management Company, or other mental health professional.
Counseling may or may not be covered under Worker’s Compensation depending upon
Additionally, report this death immediately by telephone to the Risk Management
Department by calling 800-RISKMGT or 770-604-5960.
To deter drug use among the hotel staff, the hotel should consider the use of preemployment
and post-accident drug screening. Although extremely effective in minimizing
drug activity on the property, the program may be administered with caution to avoid
policies or practices that can potentially result in claims of discrimination. Local laws
should be thoroughly reviewed by SCH Legal before implementing a drug-testing program.
Recent studies have shown a significant return on investment for implemented drug
screening programs by reducing employee health care costs, increasing productivity,
reducing time away from work, improving absenteeism and tardiness, reducing work related
injuries and increasing employee morale/motivation.
JANKO HOSPITALITY LLCHuman Resource’s Department should be contacted for
additional information on the drug testing program.
Hotels in the U.S. should adhere to the standards set forth in the Americans With
Disabilities Act (ADA). The ADA provides individuals with disabilities the right to
participate in and enjoy the goods, services, privileges, benefits and accommodations
offered to the general public. It also provides access to employment opportunities offered
to the general public. In addition, it requires businesses to provide barrier free accessibility
to all public accommodations and commercial facilities.
A hotel should take such steps necessary so as to ensure that individuals with disabilities
are not excluded, denied services, segregated or otherwise treated differently because of the
absence of auxiliary aids and services. A hotel may choose between various alternative
aids, provided the result is effective.
Special consideration should be provided to any person with an apparent or stated
disability. These considerations range from structural modifications for the removal of
barriers, to employee sensitivity training on how to serve disabled guests.
A primary concern should be to develop a system to alert the hotel staff of the presence and
location of disabled persons on the property when an emergency arises. The following is
practicing the hotel’s emergency plan. The local fire authority may be contacted for
assistance in developing a plan appropriate for your hotel.
III. Premises Protection
Fencing of the hotel grounds can often be an effective tool in improving perimeter
protection. The concept of fencing is to create a physical barrier between the hotel and the
surrounding areas. This can act as a deterrent to individuals cutting across the hotel grounds
and to would-be criminals.
The determination for whether or not a property should be fenced should be based on a
variety of factors, including the design and layout of the hotel and its grounds, the
neighborhood and neighboring businesses surrounding the hotel, and the history of criminal
activity in the area. The type of fencing to be used should be determined by the function it
will serve. For example:
basis. Shrubbery and trees that reduce the effectiveness of the barrier should be removed or
pruned. Shrubbery can be utilized as an effective "living fence". This may be accomplished
by using plants with thorns. For varying climates, some examples include: