When something like this happens, your response needs to be calm, respectful and professional.
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Do Not Unnecessarily Disturb the Room
Unless emergency services instruct you otherwise or you need to take action to try to save the person’s life, avoid moving the guest or disturbing belongings in the room.
An unexpected death may need to be treated as a scene requiring Police and potentially Coronial examination.
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Keep Other Guests Away
Protect the person’s privacy and dignity. Keep unnecessary staff and guests away from the room and avoid creating speculation around the property.
You certainly don’t need other guests walking past trying to see what has happened.
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Follow Police and Emergency-Service Instructions
Once Police, Ambulance or other emergency personnel arrive, let them take control.
Provide any information they request, including the guest’s registration information, booking records and details about when staff last had contact with the guest.
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Preserve Relevant Records
Keep the guest’s booking details and any relevant access records, CCTV footage, electronic door-lock information, communications and staff notes.
Do not delete or alter records relating to the incident.
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Contact the Owner or Senior Manager
Make sure the appropriate property owner, General Manager or senior manager is advised as soon as practicable.
One person should ideally coordinate the property’s response so information isn’t coming from several different people.
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Do Not Contact Family Unless Directed to Do So
It can be tempting to ring an emergency contact or family member.
However, in the case of a sudden or unexpected death, allow Police or the appropriate authorities to manage formal notification unless they specifically ask you to assist.
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Respect Confidentiality
Staff should not discuss what happened with other guests, post anything online or share photographs or information.
If somebody asks what happened, a simple response such as “We had a medical emergency and emergency services attended.” is generally all they need to know.
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Look After Your Staff
Finding someone who has died can be extremely distressing.
Check on the staff member who discovered the guest and anyone else directly involved. Give them time away from the immediate situation where possible and consider professional support if it is required.
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Review What Happened Afterwards
Once the authorities have finished and the immediate situation has been dealt with, sit down with the team and review your procedures.
Ask:
- Did staff know who to call?
- Were emergency contact numbers easy to find?
- Could emergency services quickly access the room?
- Were guest records available?
- Did we maintain the guest’s privacy?
- Is there anything we should change in our emergency procedures?
HospoGuy’s Take
Have a simple plan
This isn’t about turning accommodation managers into emergency-service professionals.
It’s about having a simple plan.
Call 111. Follow their instructions. Protect the scene. Protect the guest’s dignity. Keep information confidential. Look after your staff.
Hopefully you’ll never need this particular HospoGuy Hint. But it is one every accommodation operator should have thought about before the day they actually need it.