RK FP 03 Evacuation

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PAN PACIFIC KUALA LUMPUR

KEY STANDARD OPERATING PROCEDURE
Division: Executive Office
Standard: Evacuation
Issue Date:
17 JAN 2003
Business Unit: Hotel

P & S No.: RK-FP-03
Issue Type: y New Revised Date:
Standard: In severe emergency situation, such as fire, bomb threat, civil disturbance, earthquake, etc,
evacuation of the hotel premises may be necessary. As such all associate must be familiar with the
evacuation process and ready to respond as instructed to minimise danger to guests in emergencies.
1
EVACUATION PROCEDURE
Evacuation procedures can be classified into two categories, which are:
The evacuation of public areas and restaurants
The evacuation of guestrooms.
EVACUATION PROCEDURES FOR PUBLIC AREAS AND RESTAURANTS.

The public area of a hotel comprises restaurants, fitness center, lounge, pool area, banquet rooms,
lobby, business center, office areas etc. those areas shall be evacuated by the warden who work in
the respective area expect the offices areas.
Upon the activation of the general alarm and the evacuation announcement through the emergency
public announcement system, all associates shall:
Ceases any existing activities
Direct all guest to leave the building immediately but in an orderly and composed manner by
directing the way to the nearest stairway exit.
If any guest refuses to evacuate, guest must be escorted out.
When evacuation is completed, designated associates shall carry out the closing down
procedures for their respective areas.
EVACUATION PROCEDURES FOR GUESTROOMS

a)
The Guest Room Warden Team
The Guest Room Warden Team comprise members of the following departments on each shift:
Front office
This document and all the information contained therein is the property of Pan Pacific Hotels and Resorts
and is for internal use only. Any portion reproduced for internal use must state Property of Pan Pacific
Hotels and Resorts. For internal use only.
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Housekeeping
Security
Food & beverage (Mini bar)
b) The leader of the guest room warden team is the executive housekeeping department member on duty,
who shall ensure that every member of the team is familiar and fully trained with the evacuation
procedures.
4)
5)
The Emergency Master Keys:
Shall be designed to be capable of opening double-locked doors.

Shall be kept in the front office (Duty Manager safe box) and distributed to member of the
warden team on the activation of the general alarm.
Order of Response of the Guest Room Warden Team related to alarms.
Upon Activation of the Pre-Alarm.
Cease all routine activities
Associates who are already on the guest floor shall immediately clear their trolleys out of the
corridors.
Associates who do not have a master key in their possession shall proceed immediately to the
front office to collect it.
All members of the guest room warden team shall collect white chalk from the box near the
maid pantry room next to in house phone.
6) Upon Activation of the General Alarm and Emergency Public Announcement.

Member of the guestroom warden team shall initiate the searching and evacuation of all
guestrooms. The following procedures shall be carried out:
Open every guestroom using the master key. Feel the door before opening it to check if it is
warm
Search the bedroom area, the bathroom, and the wardrobe.
If the room is confirmed empty, mark with the white chalk on the outer side of the door
closed and repeat the procedure in the next room.
If the room is occupied, instruct the guest to evacuate immediately and direct them to the
nearest stairway exit.
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7)
Once the guests has been alerted do not wait until the guests has evacuated the room but
proceed further to the next room. Do not mark the door unless the room is vacant.
When all rooms on the floor have been searched, repeat the search procedure for those
rooms without white marking on its door and ensure that all guest have evacuated their
room. Mark the door only if the room has been evacuated and ensure that all rooms are
vacant on that floor.
When all doors on that floor have been marked with white chalk, move down through the
staircase exit to the lower floor, to assist evacuation on that floor.
Evacuation of Disabled Guests
When Disabled Guests or those who need assistance identified, assist such person to the
nearest stairway exit. Instruct the person to stay in that location and wait for further
assistance or ask other able-bodied guest to assist them.
When evacuation on that floor has been completed, return to the location of the disabled
person. If the person has been evacuated, move to the lower floor provides assistance on
that floor.
If the disabled persons are still in their location near the stairway exit:
Either ask able bodied persons to assist the disabled person to the assembly area, or:
8)
Assist that person to the assembly area and return into the building to assist in the evacuation
of other floors.
Responsibilities Of Hotel Associates
i)
The Division and Department Heads shall be responsible for ensuring that their
divisions/department are evacuated. Upon completion of the evacuation in their respective
division/department, they shall report to the general manager at the fire command center for further
assignments.
ii)
The Executive Housekeeping or the Evacuation Team Leader shall ensure the comfort of
evacuated guests at the assembly area by providing their requirements such as blankets, hot
beverages, or refreshment.
iii)
Associates on duty
The primary objectives in an event of an evacuation are the safety and prevention of loss to human
lives. Occupants must be aware of the procedures to take when evacuating or when encountering a
life threatening situation.
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The three events that are commonly encountered when evacuating are:
a) Event 1- Fire Exist Available
Do not use elevators
Use a handkerchief or towel over your nose and mouth to reduce inhalation if smoke and
fumes are present.
If heavy smoke is present, crawl near the floor to the nearest exit and close the door behind
you.
Do not run through the smoke, inhaling high volume of toxic fumes is dangerous and causes
disorientation.
When going down through the stairway, seize the handrail while walking down and close
every door behind you to isolate the smoke and flames.
Keep calm and reassure other people not to panic, provide assistance where necessary.
b.
Do not attempt to open any door without first checking the door with the back of your hand.
Even if the door is just a little warm, do not open it. If the door is cool, stay low near the
floor and open the door slightly to check for possible smoke. If everything is clear, proceed
to the nearest exit.
If it is safe to do so, keep going down and do not leave the staircase until you reach the
ground floor.
Event 2- Fire Exists Available to Go Up Only
Try all possible communication to report immediately to fire command center or call4224 (extension)
Keep going up through the stairway until you reach the rooftop of the building. If you
are blocked by thick smoke or find a door that is locked on the way up, change to event
3.
Upon reaching the rooftop, keep calm and wait for rescue. Assure other people not to
panic.
If helicopter rescue is not available, use the escape hoist (if available) down to the
ground and proceed to the assembly area. Give priority to children and ladies followed
by elderly and disabled.
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c.
Event 3- Trapped on the Fire Floor
Go back to your room and close the door
Try all possible communication to report your position and situation immediately to fire
command center or call 4224 (extension).
Hang towel or sheet out of the window to attract attention.
Switch off the air-conditioning system.
Fill gaps around the doors with wet towels or sheets to prevent smoke and fumes
penetrating the room.
Use a handkerchief or towel over your nose and mouth to reduce inhalation of smoke
and fumes.
If the room contains smoke, open the window for a few moments to clear the smoke and
close it thereafter. Do not leave the window open.
Fill the bathtub with water and wet your body with the water, but do not get in.
If the sprinklers in the room have not been activated, cascade the room all over with the
water, using the waste bin especially around the entry door.
Location Of Emergency Posts

Hotel has identify the location of the assembly area and the fire command center. .
i) The Hotel Assembly Area (RIVERSIDE)
The purpose of an assembly area is to provide a safe area where guests and associates
who have evacuated the building during an emergency can assemble and be accounted
for.
ii) The Fire Command Center (FCC)
The purpose of this center is to co-ordinate and control the evacuation procedure in an
emergency situation. The FCC is responsible:
For alerting member of HEAT TEAM of any emergency situation

Assembly point for all member of HEAT TEAM. Local government emergency
agency such as fire brigade, police etc.
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Relaying messages between members of HEAT TEAM, warden, and associates.

Activating evacuation alarm and associates.
Activating evacuation alarm and messages.
EMERGENCY TELEPHONE NUMBERS

List of emergency telephone numbers
DEPARTMENT CONCERNED
TELEPHONE NUMBER
Dang Wangi Police Station Tel : 03-2691222

Fire Station, Jalan Sentul Tel : 03-40413949
General Hospital KL Tel : 03-2615555
Tawakal Hospital Tel: 03-40237899
Sentosa Medical Centre Tel : 03-40437166
Polyclinic Lourdes Tel : 03-40425335
Clinic Negara Tel : 03-40410700
Clinic Uni-Med Tel : 03-40424113
Food Poison Department
1. Tel : 03-79853000
2. Tel : 03-79853131
Elevator Maintenance Company
1. Fujitec Tel : 03-77825351
2. Kone Lift Tel : 03-77841268, 20733612
Fire Protection Company
HQ Tel : 03-92233760
Service Centre Tel : 03-92239880
Licensed Electrical Supervising Engineer
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Tel : 03-22824040 (Mr Inderjit Singh)
PABX Maintenance Company
Tel : 03-79505555 (Mr Lau)
Vehicle Towing Company (DBKL)

1. Tel : 03-92812050 (Cheras)
2. Tel : 03-62509036 (Jinjang)
Airport KLIA Information Counter
Tel : 03-87762000
Foreign Embassies and Consulates
1. US Embassy Tel : 03-21685000
2. French Embassy Tel : 03-20535500
3. British High Com Tel : 03-21488222
4. Australian High Com Tel : 03-21465555
5. Japan Embassy Tel : 03-21427044
6. Singapore Embassy Tel : 21616277
7. Indonesia Embassy Tel : 03-21421151
Department Head Tel Numbers
General Manager Tel : 012-3992207
Rudy Chai (Chief Engineer) Tel : 019-2255352
Corina (Director of PIE) Tel : 019-3565720
Ansar (Director of Finance) Tel : 012-3998808
Wan (Front Office Manager) Tel : 017-8811368
Vijay (Security Manager) Tel : 012-3998848
Gopal (MIS Manager) Tel : 012-2597792
Lam (Director of Operations) Tel : 013-3427818
Raja Anis (Marketing and Communication Manager) Tel: 03-012-3025032
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10 CLOSING DOWN PROCEDURES

i)
General
The primary objectives of closing down procedures is to ensure that each department is
properly closed down, secured and evacuated in the event of an emergency evacuation. The
secondary objective is to secure and/or if possible bring important assets and documentation
in the possession of the relevant department in the event of an emergency evacuation.
However, the safety and security of human life remains paramount and the security and
safety of the hotel property shall be second in priority without jeopardizing the first priority
in any way.
ii)
Standard office closing down procedure

The following procedures applies to all offices within the premises, which shall be executed
without delay by the relevant office upon the activation of the general alarm and/or the
evacuation announcement through the public address system.
i)
Switch off and unplug all electrical equipment and appliances in the office.
ii)
Clear all loose papers off desks and place them in drawers or cabinets.
iii)
Collect and take out only essential files and documents
iv)
Close and lock all filling cabinets, cupboard, desk drawers, etc.
v)
Switch off the air-conditioning units
vi)
Expect when a bomb device is suspected in the room, close all doors and windows.
vii)
Report to your warden and proceed to the assembly area.
Finance Department
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Secure and take out the income book, payable, ledger, general ledger, assets registration file,
receivables ledger, operation equipment ledger, cashbook, and insurance file.
Secure and take out any computer diskette and keep them in the fireproof safe.
Carry out the standard Office Closing Down Procedures
Report to the warden and proceed to the assembly area.
General Cashiers
Put all cash, vouchers, and negotiable and supporting documentation into the safe and lock it.
Carry out the standard office closing down procedures
Secure the safe combination and take out the key
Outlet cashiers
Secure all cash and signed vouchers and take them out with you
Switch off the cash register unit
Storerooms
Ensure there is no person left in the storerooms.
Secure and take out the purchase logbook
Expect when a bomb device is suspected in the room, close all doors and windows.
Return key to the security department.
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Engineering Department
Many engineering systems switch off automatically upon the activation of the general alarm
system. However, the Chief Engineer shall establish specific closing down procedures that
include.
Switch off all air conditioning units and any other air treatment systems.
Switch off all chillers and boilers
Switch of all secondary power circuits such as the one to the laundry and kitchen.
Ensure that all exhausts are left on.
One engineer shall be assigned to remain in the plant room to ensure that emergency pumps and
other primary systems are functioning properly. The remaining engineering associates are to be
assigned to assist member of the HEAT TEAM.
Engineering workshops
Engineering workshops include carpentry, machinery and electronics workshop in the premises.
Switch off and unplug all electrical equipment and machinery.
Expect when a bomb device is suspected in the room, close, and lock all door and windows.
Report to the Chief Engineering for the assignment of emergency duties.
Fitness center
Evacuate all people from the fitness center, pool, and the locker room.
Switch off all electrical equipment
Report to the warden and proceed to the Assembly Area.
Front office
In additional to the emergency responsibilities assigned to the front office associates, the
following closing down procedures shall be followed:
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Print out an emergency reports and bring it to the assembly point.
Secure or take out any personal documents and airlines tickets belonging to guests.
Remove guest registration cards.
Carry out the standard office closing down procedures.
Front office associates without any emergency responsibilities shall report to the warden and
proceed to the warden and proceed to the assembly area.
Front office cashier
Place all cash, credit vouchers, and credit card receipt in the safe.
Secure the safe deposit boxes and take out the master key.
Time permitting, print out the guest ledger showing outstanding balance or otherwise bring
along all the guest folios.
Print out the telephone charges and take them with you.
Food and beverage outlets
Request all guests to extinguish their cigarettes and evacuate them from the outlet.
Turn off all food heaters and burners.
Switch off and unplug all electrical equipment such as coffee warmers, toasters, plate warmers,
etc.
Purchasing Department
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Secure and take out the petty cash box
Secure and take out the pending purchase order.
Secure and take out the files of the paid bills.
Bell desk
Call the fire command center (FCC) and identify the exact location of the hazard.
Prevent any person entering the premises except emergency assistance team member and the
police.
Remain at lobby until instructed otherwise by the manager-on-duty, or when the hazard caused
by the emergency situation threatens your safety or life.
When appropriate, report to the warden and proceed to the assembly area.
Security Department
The lobby security officer shall direct all guests in the lobby to proceed to the assembly area.
Prevent all guests from assembling at the lobby.
Prevent any guest from using the elevators.

Collect all punch cards, visitor, contractor, casual wages information and hand over to senior
security officer.
Security officer at the associates entrance shall clear the area and prevent any of the evacuated
associates and guests from re-entering the building. Direct them clearly to the assembly area.
Only member of the hotel senior management, HEAT TEAM, fire service, and the police are
allowed to re-enter the building during the emergency evacuation.
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Kitchens
Switch off all electrical and gas appliances and switch off the main electrical master switches to
the kitchen.
Turn off all gas master valves to the kitchen.
Ensure all deep fat friars are covered with their lids or fire blanket.
Clear all cooking grills.
If charcoal grills are in use, extinguish them using water.
Ensure all doors of freezers and chillers are closed.
Report to the Warden and proceed to the Assembly Area.
Laundry Section
Switch off all electrical equipment and switch off the main electrical master switches to the
laundry section
Secure and take out the guest laundry logbook.
Secure and take out the linen and uniform records
Report to the Warden and proceed to the Assembly Area.
People Innovation Department
Secure and take out all passports, ID cards and other personal documentation.
Secure and take out associates register and confidential files
Carry out the Standard Office Closing Down Procedures
Report to the Warden and proceed to the Assembly Area. Provide assistance to the Assembly
Area Chief Warden.
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Handy Hints:
Comments & Notes:
Prepared by:
Endorsed by
(Guardian):
Approved by
Facilitator:
Approved by
GM:
Approved by
PPHR:
Vijaykumar
Position:
Security Manager
Position:
Date: 17.3.2003
Date:
Date:
Christo
Diamandopoulos
Position: General Manager

Date:
Date:

RK FP 03 Evacuation

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Page 1 of 14

PAN PACIFIC KUALA LUMPUR

Business Unit: Hotel

The evacuation of public areas and restaurants

The evacuation of guestrooms.

EVACUATION PROCEDURES FOR PUBLIC AREAS AND RESTAURANTS.

Ceases any existing activities

If any guest refuses to evacuate, guest must be escorted out.

EVACUATION PROCEDURES FOR GUESTROOMS

The Guest Room Warden Team

The Emergency Master Keys:

Shall be designed to be capable of opening double-locked doors.

Order of Response of the Guest Room Warden Team related to alarms.

Upon Activation of the Pre-Alarm.

Cease all routine activities

6) Upon Activation of the General Alarm and Emergency Public Announcement.

Search the bedroom area, the bathroom, and the wardrobe.

Evacuation of Disabled Guests

Responsibilities Of Hotel Associates

Do not use elevators

Event 3- Trapped on the Fire Floor

Go back to your room and close the door

Hang towel or sheet out of the window to attract attention.

Switch off the air-conditioning system.

Location Of Emergency Posts

For alerting member of HEAT TEAM of any emergency situation

Relaying messages between members of HEAT TEAM, warden, and associates.

EMERGENCY TELEPHONE NUMBERS

Dang Wangi Police Station Tel : 03-2691222

Vehicle Towing Company (DBKL)

10 CLOSING DOWN PROCEDURES

Standard office closing down procedure

Collect and take out only essential files and documents

Switch off the air-conditioning units

Report to your warden and proceed to the assembly area.

Carry out the standard Office Closing Down Procedures

Report to the warden and proceed to the assembly area.

Carry out the standard office closing down procedures

Secure the safe combination and take out the key

Report to the warden and proceed to the assembly area.

Switch off the cash register unit

Report to the warden and proceed to the assembly area.

Ensure there is no person left in the storerooms.

Secure and take out the purchase logbook

Return key to the security department.

Report to the warden and proceed to the assembly area.

Switch off all chillers and boilers

Ensure that all exhausts are left on.

Switch off and unplug all electrical equipment and machinery.

Switch off all electrical equipment

Report to the warden and proceed to the Assembly Area.

Print out an emergency reports and bring it to the assembly point.

Remove guest registration cards.

Carry out the standard office closing down procedures.

Front office cashier

Carry out the standard office closing down procedures.

Report to the warden and proceed to the assembly area.

Food and beverage outlets

Turn off all food heaters and burners.

Secure and take out the petty cash box

Secure and take out the pending purchase order.

Secure and take out the files of the paid bills.

Carry out the standard office closing down procedures.

Report to the warden and proceed to the assembly area.