2013 Crisis, Safety and Security Review. conducted for. Sheraton Haikou Resort

Transcription

1 ! 2013 Crisis, Safety and Security Review conducted for!!

2 2013 Crisis, Safety and Security Review conducted for Property ID. EmcorpGroup Risk Consultant Matthew H. Johnston Date/Time Review started 15/07/13 9:00 Property Address of Review 199 Bin Hai Road Haikou Hainan China Completed on 17/07/13 23:57

3 Director's Forward Herein contains the results and break down of the 2013 Starwood Crisis, Safety and Security Review (CSSR) process for your Property. You will also note a secondary report detailing our feedback in relation to the HIMS training and scenario presentation conducted during our visit. I would like to take this opportunity to thank you and your team for their valuable assistance during the Review process and for allowing our Risk Consultant access to the various areas of your Hotel operation. As before we will be utilizing the guidelines and standards from AS/NZS and ISO 31000:2009, that are embedded within our Review template in addition to Starwood Hotel Group s company standards and local legislation in each country. The review process for 2013 has been subject to some simple but significant changes. During the latter stages of 2012, Emcorp Group project team worked closely with your Starwood Security Champions to develop a more in-depth, accurate and robust Review template. This will afford Starwood a more holistic identification of the risks that you, your Associates, Guests and other Visitors to your Hotel may be exposed to. So by design the revised Review process will greatly enhance and build upon your existing Hotel risk management framework. Based on the original CSSR criteria the process now focuses on each specific point contained within the criteria. It seeks to not only highlight areas of potential risk including dormant risks that are present, but also identify a Hotel operation that either exceeds normal operations or conversely those that may have difficulties reaching acceptable levels of competencies and best practices. We hope the modified and updated CSSR process has been beneficial to you and your team and look forward to assisting you in the future. We are committed to this process and will continue to support and assist you in providing a pleasurable, safe and secure environment for Guests and Associates alike. You will receive further information from us regarding you access to the Emcorp Group web-portal to initiate any actionable items requiring your attention. Please accept this Review document on behalf of the Emcorp Group team and should you have any further inquiries please feel free to contact either the Risk Consultant or one of the Emcorp Group team. Richard Stevens Director Client Services

4 Table of Contents 2013 CRISIS, SAFETY AND SECURITY REVIEW 1 Director's Forward 2 Disclaimer 4 Privacy & Confidentiality 5 PROPERTY PROFILE 7 Owner details 7 Property Management 7 Account Billing 7 Property Specifics 7 [A] DOCUMENTATION 9 [A.1.] Emergency Crisis Management Plan Manuals 9 [A.2.] Threat Levels 9 [A.3.] Emergency Equipment 9 [A.4.] Stakeholder Liaison 9 [A.5.] Standard Operating Procedures (SOPs) 9 [A.6.] Incident, Patrol or Investigative Reporting 9 [A.7.] Documented Self Review 10 [A.8.] Dangerous Goods (DG) Identification and Management 10 [A.9.] Certifications 10 [B] TRAINING 11 [B.1.] Drills and Exercises 11 [B.2.] Rescue / Response 11 [B.3.] Cardiopulmonary Resuscitation (CPR) / First Aid 11 [B.4.] Automated Electronic Defribulator (AED) 11 [B.5.] Procedural Training 11 [B.6.] Children and Youth Care Responsibilities 11 [C] GUIDED REVIEW 12 [C.1.] Emergency Command Centre 12 [C.2.] CCTV Monitoring room 12 [C.3.] Duress Alarms 12 [C.4.] Security or Fire Control Office / Team 12 [C.5.] Reception / Front Office 12 [C.6.] Fire Evacuation routes 12 [C.7.] Operator 12

5 [C.8.] Elevator Emergency Response 12 [C.9.] Business Data Server room 12 [C.10.] Payment Card Industry (PCI) integrity 12 [C.11.] Heart of House Access points 13 [C.12.] Starwood ID cards / Passes 13 [C.13.] Security control of external areas 13 [C.14.] Concierge / Valet 13 [C.15.] Housekeeping 13 [C.16.] Laundry 13 [C.17.] Engineering 13 [C.18.] General Heart of House 13 [D] UNGUIDED REVIEW 14 [D.1.] Emergency Equipment 14 [D.2.] Heart of House access 14 [D.3.] Housekeeping / Room Service 14 [D.4.] Reception 15 [D.5.] Concierge / Doorman 15 [D.6.] Restaurants and Bars 15 [D.7.] Bodies of Water 15 [D.8.] Fitness Facility and Spa 15 [D.9.] Engineering / Contractors 15 [D.10.] Kitchens / Food and Beverage / Function Areas 16 [E] ASSOCIATE KNOWLEDGE VALIDATION 17 [E.1.] Security Department 17 [E.2.] Reception 17 [E.3.] Concierge 17 [E.4.] Emergency Calls 17 [E.5.] Bars / Restaurants / Shops 17 [E.6.] First Aid / CPR 17 REVIEW COMPLETION 18 Potential Best Practice 18 Any Guidance or Recommendations 18 Potential Risks outside of Review Scope 18 Debrief 18 Report completion 18 MEDIA 20

6 Disclaimer The information and opinions expressed in this report have been provided in good faith, based on information provided by the client and to the best of the author s knowledge at the time of writing. Accuracy of information provided by the client and/or their authorised representative/s cannot be guaranteed. While all care has been taken to prepare this document in accordance with current legislation and practice, the information provided herein does not constitute legal advice, which should be sought from a registered legal practitioner if required. The inspection was primarily non-invasive with no attempt made to remove, modify, or repair any fixture or fitting, nor to assess or test every part of the building and associated plant. This report may not list every conceivable, potential safety item at this premises but addresses issues identified as likely to have significant consequences. The extent of this assessment is based on the assumption that the premises was designed, approved, constructed, and certified in accordance with the relevant authority requirements of the day, and every effort has been made to maintain the premises in accordance with those requirements. Also, this report is confined to Risk Mitigation matters only and is not a structural engineering report. This report was compiled without prejudice and, in the belief that no pertinent information has been withheld; Emcorp Group has the right to review the report in light of such information. This report has been prepared by Emcorp Group for the client s sole internal use, and shall not be reproduced, copied or disseminated for any other purpose without written permission.

7 Privacy & Confidentiality Emergency Corporation Pty Ltd (Emcorp Group) is committed to respecting the privacy of its customers. The following policy discusses how personal information received by Emcorp Group will be dealt with. Emcorp Group is required by law to comply with the provisions of the Privacy Act 1988 (C th) and the national privacy principles referred to in that act. Emcorp Group may change the privacy policy from time to time to ensure that it s policies remain in accordance with the Privacy Act 1988 (C th) and the national privacy principles. When Emcorp Group May Collect Information Any information requested or collected by Emcorp Group, will be directly necessary for a particular function or activity carried out by Emcorp Group and for a lawful purpose. Individuals and organizations have the option of not identifying themselves when communicating with Emcorp Group, providing this is practicable. Emcorp Group will, where reasonable and practicable, only collect information about an individual or an organization directly from that individual or organization. Emcorp Group will ensure that any information collected is relevant to that purpose, is not excessive, and is accurate, up to date and complete, and that the collection of the information does not intrude on the personal affairs of the individual or organization. How Emcorp Group Will Use Information Emcorp Group will not use or disclose information:! without ensuring that the information is relevant, accurate, up to date, complete and not misleading;! for a purpose other than that for which it was collected without consent unless the use of the information for that other purpose is necessary to prevent or lessen a serious and imminent threat to the life or health of the individual to whom the information relates or of another person; or! which relates to an individual's ethnic or racial origin; political opinions; religious or philosophical beliefs; trade union membership; health or sexual activities. Right of Access and Corrections to Information At the request of an individual or organization, Emcorp Group will confirm whether it holds any information about that party and if so, the nature of the information, the purpose for which is held, and allow the individual or organization access to the information. If an individual or organization notifies Emcorp Group that information held about that party is incorrect, Emcorp Group will make appropriate amendments at the individual/organization s request. Storage, Security and Disposal of Information Emcorp Group will take all reasonable steps to prevent unauthorized use or disclosure of information held by it. Emcorp Group will also ensure that information is kept for no longer than is necessary, that the information is disposed of securely, that the information is protected against loss, unauthorized access, use, modification or disclosure.

8 Property Profile Question Response Details Owner details Please add details of the Owner / Representative / Company Property Management Please add details of the General Manager and other Managers involved in review GM / Managers 1 Name Position Subash Basrur General manager Phone number address Subash.basrur@sheraton.com (Optional) Insert copy of business card GM / Managers 2 Name Position Tania Rodrigues Operational Excellence Manager Phone number address Tania.rodrigues@sheraton.com (Optional) Insert copy of business card Account Billing Who is the billing Account Manager? Property Specifics What is the Property management status? General Manager Managed Date hotel opened? 15/12/07 Number of rooms? 321

9 Question Response Details Number of staff? 420 Occupancy at time of review (%)? 14 Number of CCTV cameras? 142 Number of security staff? 30 Number of floors? 5 Number of Function Rooms? 8 Number of personnel in Starwood controlled Offsite Staff / Associate accommodation? 381 Did the property have a Pre-Opening Crisis, Safety and Security assessment conducted? 2012 HACCP score? LRA score? Crisis, Safety and Security Review score? 94.5 Please add any relevant comments relating to last years reviews?

10 [A] Documentation Question Response Details [A.1.] Emergency Crisis Management Plan Manuals [A.2.] Threat Levels [A.2.2] What is the properties current Security Threat rating? [A.2.4] What is the properties current Terrorism Threat rating? Guarded Guarded [A.3.] Emergency Equipment [A.3.5] Is there a documented policy in place to prevent misuse of any phone recording function? [A.4.] Stakeholder Liaison [A.4.2] (NOT SCORDED) Please detail the process or extent of that liaison. For example, "Casual Adhoc Meetings". [A.4.3] (NOT SCORDED) Please identify if any records or minutes are kept of the meetings. [A.4.4] (NOT SCORDED) Please describe the detail of information shared, particularly relating to local crime trend data. Regular meetings are held with the police as there is a very close relationship between them and the hotel. Good records are kept, by the hotel including diary entries, briefing reports, and s from the Police department. Good local crime trends including general incidents that do not directly effect the hotel but may impact local community population. [A.5.] Standard Operating Procedures (SOPs) [A.6.] Incident, Patrol or Investigative Reporting [A.6.7] Is the Incident Register recorded in an electronic / soft copy format? [A.6.12] How many Investigations remain open? 0 [A.6.13] Please confirm Investigations are properly completed.

11 Question Response Details [A.6.15] (NOT SCORDED) What is the total amount of investigations recorded in the register? t known [A.7.] Documented Self Review [A.7.6] Has the property documented a security self audit at least one per quarter with current threat category recorded? [A.7.8] Are Daily Guest Room hard keys audits documented? self audit has been done as per the Starwood documentation. However on the island the hotels as a group have teamed up and visited with each other to conduct a full assessment using the contents of this review. This is a fantastic process but is focused on achieved scoring well annually in the review rather than as am internal checking mechanism to ensure the property is remaining compliant. [A.7.9] Are Daily Casual issue key audits documented? [A.8.] Dangerous Goods (DG) Identification and Management [A.9.] Certifications [A.9.1] (NOT SCORDED) Is the Property certified Tsunami prepared? [A.9.2] (NOT SCORDED) Is the Property certified Earthquake prepared?

12 [B] Training [B.1.] Drills and Exercises Question Response Details [B.1.2] Please provide date of Evacuation training. [B.1.6] Please provide date of Fire Drill training. [B.1.9] Please provide date of Tabletop Exercise. 29/05/13 29/05/13 10/07/13 [B.2.] Rescue / Response [B.2.2] Please provide date of ERT training. 16/06/13 [B.2.4] Please provide date of Elevator rescue training. 7/05/13 [B.3.] Cardiopulmonary Resuscitation (CPR) / First Aid [B.3.7] Are all Spa Attendants certified in CPR by an approved trainer? [B.4.] Automated Electronic Defribulator (AED) [B.5.] Procedural Training [B.5.2] Is the latest Security and Safety Training Package in place, as part of a Program according to Policy. (Schedule & Training records should be reviewed). [B.6.] Children and Youth Care Responsibilities [B.6.1] Are Crèche Staff / providers qualified in Child Care Services? [B.6.2] Are Police Criminal Record checks done on Staff / providers in Child Care Services?

13 [C] Guided Review Question Response Details [C.1.] Emergency Command Centre [C.2.] CCTV Monitoring room [C.3.] Duress Alarms [C.4.] Security or Fire Control Office / Team [C.4.9] Does the First Aid kit at the Security or Fire Control Office have the following equipment included as per SOP: [C.5.] Reception / Front Office [C.5.3] Does the First Aid kit at Reception or front office have the following equipment included: [C.5.10] Is there an AED at the Front Reception area of the property? [C.6.] Fire Evacuation routes [C.6.11] Are Guest floor exit doors equipped with one way panic push bars or lock on entry mechanisms? [C.7.] Operator [C.7.5] (NOT SCORDED) Can Operators record a phone conversation? [C.7.7] (NOT SCORDED) Is there Key Control Access in place for authorized entry into the Operator office? [C.8.] Elevator Emergency Response Guest Elevators Service Elevators [C.9.] Business Data Server room [C.10.] Payment Card Industry (PCI) integrity

14 Question Response Details [C.11.] Heart of House Access points [C.11.3] (NOT SCORDED) Is there a daily list of scheduled Contractors, Visitors or Vendors held at the relevant entrance point? [C.12.] Starwood ID cards / Passes [C.13.] Security control of external areas [C.14.] Concierge / Valet [C.14.1] If vehicle is Valet parked, has the vehicle been checked for damage and recorded on the Valet parking docket? [C.14.3] Is there a Daily Inventory Log of checked/stored luggage in place? [C.14.4] If luggage is kept at the Concierge/Bell desk is it physically secured? [C.15.] Housekeeping [C.16.] Laundry [C.17.] Engineering [C.17.5] Does the First Aid kit at the Engineering office have the following equipment included: [C.18.] General Heart of House [C.18.2] Does the Property display Tsunami Evacuation signage in strategic areas?

15 [D] Unguided Review Question Response Details [D.1.] Emergency Equipment [D.1.7] Are Fire Extinguishers, hoses and equipment in good condition with no indication of splitting? [D.1.] Add Breaches Breach 1 [D.1.8] Equipment Damaged? [D.1.] Please provide media to support Breach 2 [D.1.8] Equipment Damaged? [D.1.] Please provide media to support [D.1.9] Were any Fire Escapes found to be obstructed? [D.2.] Heart of House access [D.2.1] Is the Reviewer able to enter any Heart of House areas? Yes [D.2.] Add Breaches Breach 1 [D.2.2] Level of Breach? Full breach, Controls [D.2.] Please provide media to support [D.3.] Housekeeping / Room Service [D.3.3] Was the Reviewer able to enter a Guest room whilst it is being serviced by Housekeeping? Yes [D.3.] Add Breaches

16 Question Response Details Breach 1 [D.3.5] Did the Housekeeper require validation that the Reviewer had a Guest room key able to open the Guest room door? [D.3.6] Did the Housekeeper leave the room and notify Security Personnel immediately? [D.4.] Reception [D.5.] Concierge / Doorman [D.6.] Restaurants and Bars [D.6.1] Restaurants / Bars - If used or collected and it contains at minimum the Guest name and Room Number, is it secured in a manner making it inaccessible to unauthorized persons? [D.6.] Add Breaches Breach 1 [D.6.2] Unsecured information? [D.6.] Please provide media to support [D.7.] Bodies of Water [D.8.] Fitness Facility and Spa [D.8.4] Is Safety information for correct use of apparatus displayed on each piece of fitness equipment? [D.8.11] Is there an AED in the Fitness Facility at the property? [D.8.14] Does the First Aid kit at the Fitness Facility have the following equipment included: [D.9.] Engineering / Contractors

17 Question Response Details [D.10.] Kitchens / Food and Beverage / Function Areas [D.10.9] Are Function Rooms locked when there are no property Associates in attendance? (Including lunch breaks etc) [D.10.] Add Breaches Breach 1 [D.10.10] Level of Breach? Full breach, Controls [D.10.] Please provide media to support

18 [E] Associate Knowledge validation Question Response Details [E.1.] Security Department [E.2.] Reception [E.3.] Concierge [E.4.] Emergency Calls [E.5.] Bars / Restaurants / Shops [E.6.] First Aid / CPR

19 Review Completion Question Response Details Potential Best Practice Items of commendation Commendation 1 Please Highlight potential Best Practice Excellent grab bag in preparation for an event or incident. Please provide media to support Appendix 1 Appendix 2 Any Guidance or Recommendations Any Guidance or Recommendations? Continued support to develop Security managers transition to a Starwood property. Please provide media to support Potential Risks outside of Review Scope Areas of concern Debrief Property management Review comments Property management Training validation comments 2013 Crisis, Safety and Security overall score Areas of non compliance discussed and some suggestions given to assist with encouraging all staff to participate in ensuring security and safety. Training given for HIMS to an interested team with good participation from the team. Questions were answered well and I believe the system will be embraced and developed over the coming months Report completion

20 Question Response Details Summary comments A good score this year, in the face of a more detailed review. Tania Rodrigues deserves special mention for her involvement in the review. Without her determination to excel and effort to comply the score this year would not have been achieved. Any additional Media Date review completed 17/07/13 Signature of EmcorpGroup Risk Consultant MHJOHNSTON 17/07/13 23:57

21 Media Appendix 1 Appendix 2