Emergency Response and Crisis Management

Course Title: Emergency Response and Crisis Management
Course Code: ERCM-FO-2503-1.1

Accreditation Type: Certificate of Competency

Course Duration

Total Course Hours: 8 hours (1 day)

Course Fee

Total Course Fee: S$180/pax

Funding Available (If Applicable):

• Training Industry Professionals in Tourism (TIP-iT)
• NTUC Company Training Committee (CTC) Grant

Learning Objectives and Learning Units for Emergency Response and Crisis Management

Learning Objectives:

By the end of this course, learners will be able to:

1. Identify and follow standard procedures for fire, medical emergencies, and evacuations.
2. Understand the role of front office staff in emergency communication and coordination.
3. Effectively coordinate with security teams and emergency services to manage crises.
4. Provide clear and calm instructions to guests during emergency situations to ensure safety.

Learning Units:

Unit 1: Procedures for Fire, Medical Emergencies, and Evacuations

• Identifying different types of emergencies in a hotel setting.
• Standard Operating Procedures (SOPs) for fire response.
• Steps for handling medical emergencies and providing first aid support.
• Evacuation protocols: Routes, assembly points, and guest management.

Unit 2: Role of Front Office Staff in Emergency Communication

• Importance of clear and immediate communication during crises.
• Using emergency communication tools (alarms, PA systems, emergency phones).
• Liaising with management, security teams, and first responders.
• Managing guest inquiries and preventing panic.

Unit 3: Safety and Security Integration in Emergency Response

• Coordinating effectively with security teams and emergency services.
• Ensuring compliance with local regulations and hotel safety policies.
• Assisting guests with special needs during emergencies.
• Conducting post-incident reporting and debriefing.