summary
asnveeyme
fire_in_hotel.pptxFire safety in a hotel
1
Fire safety in a Hotel
Subject of Fire safety in a hotel from the perspective of a travel guide
What a travel guide should consider about fire safety in the hotel beforehand
What can a travel guide do to mitigate the risks that emerge from a hotel fire
Slideshow
Two parts:
1. Usefull information about fire hazards in a hotel and panic reactions
2. Step by step customer journey: what travel guide can do?
Fire hazards in a Hotel
Notable places of fire in a hotel are sited on the lower level, while guest rooms are mostly sited on the upper floors
Toxic gases are most dangerous factor of fire hazards
Early evacuation helps preventing damages
Emergency situations cause panic
Panic
To manage fire safety, it’s important to understand panic reactions
People tend to seek the proximinity of familiar persons and places
To prevent panic it is important to keep the exit routes and signs visible
Mawson 2007
Emotional partner guide
Works for a organization that offers intensive training programs
Collects instant customer feedback
Changes the actions taken according to customer feedback
A good coordinator of masses
Investigates and takes into account the different backgrounds of the customer and their behavioral habits
THE EMOTIONAL PARTNER GUIDE
“BREAKING THE ICE WITH HUMAN INTERACTION.”
CARPE DIEM – ENJOY THE INTERCULTURAL DIFFERENCES!
Innoguide.pptx 2015
PROFILE EDIT PH 08.03.2015
6
Customer Journey of the emotional partner guide to minimize hotel fire risk
On the way to hotel
Arrival at the hotel
During the hotel stay
Choosing of Hotels
Realization of Fire
Touchpoints
Hotel information folder
Staff of the Hotel
Activities with the customers
Designated evacuation point at the hotel
Hotel Information folder
Transportation of the customers to the destination hotel
Representative of the Hotel
Customer service of the Hotel
Evacuation point of the hotel
Customer information folder of the travel guide
Actions, feelings and thoughts
Giving 5 minutes for safety each time when meeting the customers.
Do the customers themselves feel safe?
Is the evacuation point designated clearly enough
Was the folder where it supposed to be
How to inform the customers?
Do they listen?
Inspection of the hotel
Is the hotel safe?
Is the hotel folder up to date?
Try to keep calm
Lead the customers by example
Gather the information about the whereabouts of the customers
Inform the authorities responsible for the overall situation
Key Journey Steps
Reminding customers about fire safety issues
Asking about the feeling of safety
Keeping the customer information folder in order
Pointing out the evacuation point
Recommendation to read the safety instructions
Sharing of safety information during this time
Evaluation of the hotel fire safety
Deciding the use of the hotel
Updating the hotel folder
Evacuate yourself first to the designated evacuation point
Start the gathering of the customers
Take along the Customer information folder
Moments of thruth
1. Evaluate the fire safety of hotel
2. Decide the use of the hotel
3. Create the hotel folder
Choosing of hotel
1. Share the safety information during the transportation to the hotel
On the way to hotel
Point the exact evacuation point to customers
Recommend customers to read the safety instructions
Arrival at the hotel
Remind the customers about safety issues during their holiday
Ask about their feelings
Keep the information folder in order
During the hotel stay
(Evacuate yourself to designated evacuation point)
Start to gather your customers to the designated evacuation point
Inform hotel staff and local officials about the situation of your customers
Take the customer information folder with you
Realization of fire
Sources
Mawson, A. 2007. Mass Panic and Social Attachment. Ashgate Publishing Group.
Salonen, J. (Sales director). Matkapojat Oy. Interview 16.3.2015. Helsinki. Personal communication.
Henriksson, K. 2015. Innoguide.pptx. 2015. From Laurea Optima workspace R0023 SPRING 2015 HSA1421. Accessed 4.5.2015. https:// optima.discendum.com/learning/id74/bin/doc_show?id=3805981&ws=3698141
