1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Deceased HandlingEffective Date:01 August 2006Revised Date:NilApplicable :All StaffForms to use:NilRefers to :NilPurposeThe purpose of this policy is to assist the Police in their enquiry into the death in t
2、he hotel premised without disruption to the hotels operations and avoiding any publicity.PolicyIt is the policy of Hyatt Regency Dongguan that all cases of death in the hotel premises are dealt with within the guideline of Hyatt Regency Dongguan and the Local Authorities. Procedures1. If a hotel gue
3、st / patron / employee dies in the hotel premises, the body and his/her personal belongings should not be touched by anyone. The scene must be preserved for police investigation. 2. The person who discovers the body should immediately inform the Security Office and the Assistant Manager Front Office
4、.3. The Security Manager should then proceed to the scene together with the Assistant Manager - Front Office.4. The Assistant Manager Front Office will then inform the Front Office Manager, Director of Rooms, General Manager and Housekeeping Manager. 5. The Assistant Manager Front Office will call t
5、he police and inform the relevant Embassy or Consulate of the deceased.6. Hotel staff should be reminded not to make any comments on the incident. Any requests for information or enquiry by the media must be made by the Marketing Communications Manager.7. The police will be aided by the Security Dep
6、artment for investigation, notification to next-of-kin and handling of all other details.8. When the police have completed their investigation and the body is removed, an inventory of the deceaseds personal property should be made by the Security Manager and the Housekeeping Manager. They will then
7、securely pack and store the personal belongings and record them on a DECEASED PROPERTY FORM witnessed and signed by both.9. One copy of the “Deceased Property Form” will be packed with the deceaseds property, the second and third retained by Housekeeping Manager and Security Manager and the forth fi
8、led with the Assistant Manager Front Office Log.10. If a representative of the deceaseds inheritors calls for the property, the inventory will be reviewed in the presence of the representative, the Housekeeping and Security Staff and a receipt for the property together with and INDEMNITY FORM must b
9、e signed by the representative before the property is released to him / her.11. If the deceaseds property has to be shipped to his / her inheritors, the inventory should be used as a packing list and appropriate Bills of Landing and Delivery Tickets are to be used.12. If the deceased had a room with
10、 the hotel, the Front Office Manager has to liaise with Finance Department to try to collect funds for the outstanding amount from any of the inheritors.13. The area outside the Loading Dock should be kept clear by the Security Office for the police and / or ambulance to arrive and to park their veh
11、icles. 14. A service lift should be blocked off and Security Office should wait for the person concerned and lead them to the scene.15. The Security Officer should record both the names of the responding paramedics and police who enter the room and a description of any property that they may have re
12、moved.16. If informed by the police that the room is a crime scene, the room should be sealed and double locked until further notice.17. The Security Log Book must be updated as follow: 17.1 The location.17.2 Details of the death.17.3 Details of the police action taken. 17.4 Any other peculiar details.Prepared byJames FanDate01 April 2006Approved byDate Page 3
