Working Procedures » Emergency Situations

What you'll learn this session

Study time: 30 minutes

How to identify different types of emergency situations in travel and tourism
Standard emergency procedures used in the travel and tourism industry
The roles and responsibilities of staff during emergencies
How to communicate effectively during crisis situations
Real-world case studies of emergency responses in tourism
How to create and implement emergency action plans

Introduction to Emergency Situations in Travel & Tourism

When we travel, we hope everything goes smoothly, but sometimes emergencies happen. In the travel and tourism industry, being prepared for these situations can literally save lives. From natural disasters to medical emergencies, transport accidents to terrorism, tourism professionals need to know exactly what to do when things go wrong.

Key Definitions:

Emergency: A serious, unexpected situation requiring immediate action.
Emergency procedure: A set of planned actions to be followed in case of an emergency.
Evacuation: The organised movement of people from a dangerous place to somewhere safe.
First responder: Someone who is among the first to arrive and provide help at an emergency.

Types of Emergency Situations

⚠ Natural Disasters

These include earthquakes, floods, hurricanes, volcanic eruptions and tsunamis. Tourism businesses in high-risk areas must have specific procedures for each type of natural disaster. For example, coastal hotels need tsunami evacuation plans, while those in earthquake zones need to conduct regular earthquake drills.

🏥 Fires

Fire emergencies can happen anywhere - hotels, attractions, transport facilities and restaurants. All tourism establishments must have clearly marked fire exits, evacuation plans, fire extinguishers and regular fire drills. Staff need to know how to help guests evacuate safely and how to use fire safety equipment.

💊 Medical Emergencies

These range from individual health crises (heart attacks, severe allergic reactions, injuries) to widespread health issues like disease outbreaks. Tourism staff should be trained in basic first aid and know how to quickly contact emergency medical services. Many tourism facilities now have defibrillators and staff trained to use them.

🚨 Security Incidents

These include terrorism, civil unrest and crime. Tourism businesses need procedures to protect guests during such events, including lockdown protocols, communication systems and evacuation plans. Staff should be trained to recognise suspicious behaviour and report it appropriately.

Standard Emergency Procedures

While specific procedures vary depending on the type of emergency and the tourism setting, there are standard steps that apply to most emergency situations:

🔔 Alert

Recognise the emergency and activate the alert system. This might be sounding an alarm, calling emergency services, or notifying management.

🚩 Assess

Quickly assess the situation to determine the severity and type of response needed. Is evacuation necessary? Are there injured people?

🛠 Act

Follow established procedures for the specific emergency. This might include evacuation, providing first aid, or securing the area.

The Emergency Action Plan (EAP)

Every tourism business should have a written Emergency Action Plan that includes:

Emergency contact numbers (internal and external)
Evacuation routes and assembly points
Staff roles and responsibilities during emergencies
Location of emergency equipment (first aid kits, fire extinguishers, etc.)
Communication procedures during emergencies
Procedures for accounting for all staff and guests

Staff Roles and Responsibilities

During an emergency, everyone in a tourism business has specific responsibilities:

👤 Managers/Supervisors

Responsibilities include:

Overall coordination of the emergency response
Decision-making regarding evacuation or other major actions
Communication with emergency services
Ensuring all staff know their roles
Post-emergency assessment and reporting

👩 Front-line Staff

Responsibilities include:

Guiding guests to safety during evacuations
Providing first aid if trained
Implementing specific emergency procedures
Keeping guests calm and informed
Reporting to supervisors about the situation

Effective Communication During Emergencies

Clear communication is crucial during emergency situations. Tourism businesses should have multiple communication methods available:

Internal communication: Two-way radios, mobile phones, internal phone systems, PA systems
Guest communication: Alarms, announcements, digital displays, in-room information
External communication: Direct lines to emergency services, media contacts for major incidents

When communicating during an emergency:

Be clear and concise - avoid jargon
Stay calm to help others remain calm
Give specific instructions rather than vague directions
Repeat important information
Consider language barriers - use simple language and visual cues

Case Study Focus: Tsunami Response in Phuket, Thailand

The 2004 Indian Ocean tsunami devastated coastal areas in Thailand, a popular tourist destination. Some hotels had better outcomes than others based on their emergency procedures:

Positive example: The Marriott Resort in Phuket had trained staff who recognised the warning signs of a tsunami (rapidly receding water). They quickly evacuated guests to higher floors before the waves hit. Their clear communication and pre-established evacuation routes saved many lives.

Learning points: The tourism industry in Thailand now has much better tsunami warning systems, regular drills and clearer evacuation routes. Hotels train staff to recognise natural warning signs and have designated tsunami evacuation areas.

Training and Preparation

Effective emergency response doesn't happen by accident. It requires:

📚 Regular Training

All staff should receive training on emergency procedures when they start work and through regular refresher courses. This includes:

First aid training for key staff
Fire safety training
Evacuation procedures
Use of emergency equipment
Communication protocols

📝 Practice Drills

Regular practice drills help ensure everyone knows what to do in an emergency:

Fire drills (at least twice yearly)
Evacuation drills
Table-top exercises for managers (discussing scenarios)
First aid scenarios
Security incident response practice

Post-Emergency Procedures

After an emergency is resolved, tourism businesses need to:

Account for everyone: Ensure all staff and guests are safe
Provide support: Arrange medical attention, accommodation, or transport as needed
Document the incident: Record what happened for insurance and improvement purposes
Debrief: Review the response to identify what went well and what could be improved
Update procedures: Revise emergency plans based on lessons learned
Offer counselling: Provide psychological support for affected staff and guests

Case Study Focus: Manchester Arena Attack Response

Following the 2017 terrorist attack at Manchester Arena, local hotels implemented emergency procedures to help those affected:

The Holiday Inn Manchester City Centre became a refuge for displaced concert-goers, particularly children separated from their parents. Staff:

Quickly set up a safe area for those affected
Provided free rooms, food and drinks
Helped reunite families
Worked with emergency services to share information

Learning points: Tourism businesses should consider their role in wider community emergencies, not just incidents within their own premises. Having procedures to support the community during major incidents can be vital.

Summary: Key Points for Emergency Procedures

Preparation is essential - have clear written procedures for different types of emergencies
Regular training and practice drills help ensure everyone knows what to do
Clear communication systems and protocols are vital during emergencies
Staff should understand their specific roles and responsibilities
After an emergency, review and improve procedures based on what was learned
Different emergencies require different responses, but the principles of alert, assess and act apply to most situations

Remember: In emergency situations, a calm, organised response based on well-practiced procedures can save lives and minimise harm to guests and staff.