WORKPLACE HYGIENE PROCEDURES

This lesson provides an understanding of the importance of sanitation in maintaining a

safe food environment. It familiarizes with the proper procedures in workplace hygiene
through proper cleaning and sanitizing. It also embraces the food handler’s proper personal
hygiene and maintaining good grooming as part of the enterprise requirement in preventing
hygiene risks.

HYGIENE RISKS

1. Poor Personal Hygiene

Employee hygiene is one of the major causes of foodborne illness. It also has a
significant influence on the overall perception of the food establishment's cleanliness. According
to the CDC and FDA, there are five foodborne pathogens transmitted by food handlers. These
are Hepatitis A, Salmonellosis, E-Coli Infection Shigellosis, and Noro Virus. These foodborne
illnesses are highly contagious. These occur when an infected person's feces, unwashed from his
or her hands, contaminates food during preparation or comes into direct contact with another
person.

2. Poor Work Practices

Poor workplace hygiene and inadequate cleaning increase several risks in the working
environment; it also increases the risk of food contamination. Unhygienic environments
endanger the employees to risk infection, or contamination causes health and safety problems if
the management does not pay attention to the best workplace hygienic practices. Employees
can be exposed to infection in many different ways that include the following:

 Airborne Infection. An example is when an infected person sneezes or coughs, viruses,

and germs can spread and escalate the spread through the air.
 Contact infection. An example is when an infected person has direct contact with a
worker or employee with blood or body fluid
 Indirect contact infection. An example is touching an object or surface that has been used
or affected by an infected person

Implementing and maintaining a hygienic workplace policy is a good management practice

to ensure that all employees ar workers strictly follow the same standard. Therefore, all
workplace environment needs to be clean and safe for all employees, guest, customers, and
visitors.

3. Inappropriate Cleaning and Housekeeping Practices

Not all cleaning reduces contamination, and bad cleaning tends to increase contamination, the
following are indications of weak cleaning system.
  Floors are not fully dry
 Spills are left unattended
 Cleaning product has built up residues
 Cleaning equipment is left on the walkways

4. Vermin

Flies and cockroaches are two of the most common pests and disease propagators in the
food establishment. They have known carriers of typhoid, cholera, and dysentery. Pests require
only three things to survive, food, water, and shelter. In the food business, sanitation is a key to
control pests. A reliable pest management process is essential to address this problem.
Management must take a proactive approach to ensure the business is protected from pest as
much as possible. The process is not a one-time event, but an ongoing cycle, and there is no one-
size-fits-all strategy for pest management.

Some of the manifestations that pests are present in the area are:

 Flies - larvae are found around drains and garbage bins. Flies reproduce rapidly and
must act fast to control them.
 Cockroaches - Strong unpleasant odors with coffee ground-sized droppings are
evidence of these resilient pests. They could be found behind or under kitchen
equipment.
 Rodents - These pests leave droppings consistently, so watch out for tiny pellets. Dark
rub marks around baseboards, especially around corners, are a good indicator of a
potential problem as well. They love finding stored food products to bite into.

GARBAGES AND CONTAMINATED WASTES

Wastes from the kitchen, dining area, storage areas may cause contamination if they are
not correctly disposed of. They may invite rodents, flies, and insects that may in contact with
food and contaminate water and food.

IMPLEMENT AND CONTROL HYGIENE PROCEDURES

Although every business has different policies and procedures about cleaning and
sanitizing the workplace. Some general rules apply in all situations. Every individual are
expected to comply with safe food handling practice indicated by the three possible sources, (1)
Legislation, mandates set by the law (2) Enterprise policies, it is determined by the company (3)
Internal safe food handling system, it may be a system the workplace voluntarily imposes on
itself in order to optimize the safety of the food it serves.

GENERAL REQUIREMENTS ON HYGIENE PROCEDURES

 1. Personal Hygiene

Every employee has a responsibility to ensure that every food being prepared and served is free
from any harmful substances. It is therefore that they carry specific duties to their health and
hygiene. These may include the following:

 Taking a bath every day.

 Frequent hand washing with lukewarm water approximately 100°F scrubbing
vigorously of their arms and hands for at least 20 seconds.
 Trimmed, cleaned and polished fingernails.
 Hair must be shampooed regularly and neatly tied up with hair strain.
 Proper dental care including brushing teeth daily, dental floss and mouth wash.
 Clean-shaven or have neatly trimmed beards or mustaches.
 Wearing clean and fresh clothes every day.
 Not chew gum, tobacco, smoke and drink inside the working areas.
 Wearing single-use disposable gloves (when handling raw and ready-to-eat foods).
 Wear suitable clothing and PPE.

2. Safe and Hygienic Food Handling

 Inspect the food deliveries; this includes taking appropriate temperature and visual
inspection before accepting the food item. Accept only if the food items are within the
receiving criteria and reject if they do not meet the minimum requirement.
 Inspect the food delivery vehicle - check it is clean and is a dedicated food delivery
vehicle.
 Potentially hazardous food must stay out of the danger zone.
 Practice the First In First Out inventory method.
 Any contaminated food is thrown out - this includes contamination by customers
coughing or sneezing over the food.
 Use a color coding chopping board for each food item.

3. Cleaning and Sanitation

 Conduct a regular cleaning schedule. This program includes the specific person in
charge to clean, how often a particular area needs to be clean, how it is to be cleaned,
what chemicals and equipment are to be used when cleaning.
 Clean and sanitize equipment and utensils after every use.
 Eating and drinking utensils must be in a clean and sanitary condition immediately
before they are used.
 Use appropriate cleaning and sanitizing chemicals according to the manufacturer's
instruction.
 Store cleaning and chemicals in their proper storage areas, away from food storage and
preparation area.
  Food contact surfaces may need to be cleaned and sanitized if they have been used for
long periods to prepare or process potentially hazardous foods.
 Use PPE when using chemicals.

4. Vermin Control
 The food establishment's layout, design, construction must be by legislation to permit
good hygiene practices. This includes protection against contamination and pests. It
should be kept clean and maintain in good repair and condition
 Food wastes should be removed immediately to avoid accumulation and should be
placed in a tightly closed sturdy container and free of animals and pests.
 Food waste containers should be kept clean and sanitized.
 Make sure to inspect food supplies if there is the presence of insects and pests before
accepting and placing them in the storage area.
 Food establishments must acquire adequate screening to prevent the pests from entering
the vicinity.
 All chemicals including pesticides should be appropriately labeled and kept in a manner
against contamination to food, food contact surfaces, and packaging materials.
 Pesticides are only to be used only in a way that prevents disease.
 An effective pest control program managed by someone with appropriate competence,
training, and license.
 The vicinity should be equipped with electronic fly killer and traps in a way it is
positioned appropriately to reduce risk of contamination by pests of raw materials,
ingredients, finished products, surfaces or during monitoring
 Doors and windows should be kept closed all the time and making sure there are no
gaps that allow pest access.

Source: https://wwnw.rentokil.com/food-processing/pest-control-legislation-in-food-
processing

5. Waste Disposal
 Practice waste segregation. Each should have its areas in th garbage storage areas and
need to be kept clean and secure.
 Waste disposal bins should be made from sturdy plastic material equipped with trash
liner and foot pedal.
 Garbage bins need to be cleaned and sanitized daily. Allowed to air dry before being
used the next day again
 Waste disposal bins should be placed around the work preparation area.
 Waste disposal bins are distinguishable from other storage bins
 When food waste is removed from the bin. It must be placed in a tightly covered plastic
container and secured away from the animals and pests.
Source Center for Food Safety
https://www.cfs.gov.hk/english/programme/programme_haccp/programme_haccp_basics_l
ink3.html

PD 856: CODE OF SANITATION IN THE PHILIPPINES

The Code of Sanitation in the Philippines was promulgated in 1976 by former President
Ferdinand E. Marcos. The ultimate objective of this code is to protect and promote the health of
Filipinos through public health services.

Sanitation Requirements for Operating Food Establishment

1. Sanitary Permit
 All operating food establishments should acquire a Sanitary Permit and should be
renewed every year.
 Current Sanitary Permit should be visible for inspection by any officer in the
Department of Health, local health office unit or local government.

2. Health Certificates and Food Handlers

 All employees working with food must secure a health certificate issued by a city or
municipal health office. A certificate should only be issued only after a physical, medical
and immunization by a local health officer.
 The health certificate must be renewed every year.
 The health certificate is not-transferrable.
 EHS Form must be clipped in the upper left portion of the garment while on duty.
 Food handlers should observe and practice good personal hygiene.
 Food handlers should wash their hands as frequently as possible
 Smoking, chewing, and eating is prohibited while on duty.
 Food handlers with communicable diseases must not work around food.

3. Quality and Protection of Food

 All foods must be acquired from reputable suppliers approved by a local health
authority.
 All food and food materials should be transported in sanitary transportation equipped
with tightly covered containers.
 Perishable foods like meat, fish, and poultry should be kept at the temperature below
7°C (45°F). Hot foods should be kept at 60°C (140°F) and above.
 Menus being displayed must be free from contaminants.
 Food contact utensils must be cleaned and sanitized after every use.
4. Food Service Spaces
 Floor, walls, and ceilings should be made from concrete, other impervious, no absorbent
and easily cleaned materials.
 Ceilings should be dustproof and washable.
 Lighting should be free from glare and well distributed to avoid shadows.
 Colored lights and bulb in the food display areas is prohibited.
 Adequate ventilation must be provided to prevent excessive heat, prevent, and
formation of excess moisture.

5. Sanitary Facilities Requirements

 A hand washing facility should have an adequate and clean supply of water. It is
installed in a location accessible to the customers.
 Proper clean and sanitized toilet facilities for males and females should be provided in
the properly located areas should be equipped with enough washbasin with an
adequate supply of clean running water.
 Toilets must be well lighted and ventilated.
 Toilet doors must be self-closing and opening outward.

6. Water Supply
 Water supply should be adequate, clean and potable, the quality of water should by the
Philippine National Standard for Drinking Water.
 Hot and cold running water should be provided in the food preparation areas, areas for
utensils and equipment.
 Bottled drinking water should be handled, stored and protected from contaminations.

7. Sewage Disposal and Drainage

 All sewage discharged from food establishments shall be disposed of in a public sewage
system.
 A grease trap shall be used and installed outside the food establishment.
 Segregate waste in a washable, cleaning, impervious materials and tight-fitting cover.
 Dispose of garbage regularly by a municipal, city or private collection.
 Open burning of refuse is prohibited.
 Refuse are separated as follows:

 Recyclables - dry papers, cardboard, plastics, rubbers glasses, metals and minerals
 Trashes - ashes, rice hulls, husks, shells, cobs, paper, cardboard
 Food Materials - food leftovers, kitchen/cooking wastes, food washings, vegetable
trimmings, fruit peelings, eggshells, bones, entrails, and gills.
 Refuse should be stored in a manner that no insects, animals, and pests have no access
  All waste receptacles should be cleaned, sanitized and dried regularly. It should be
equipped with the plastic lining

8. Vermin Control
 Food storage, preparation, and service should be constructed and maintained to exclude
vermin.
 All opening should have a protected screen of non-corrosive materials.
 Doors should be self-closing, tight-fitting.
 Regular vermin abatement program must be managed.
 Good housekeeping and cleaning must be observed at all times.

9. Equipment and Utensils

 A three-compartment sink should be provided for manual washing and sanitizing of
utensils and equipment.
 Sinks must be constructed of smooth, easy clean and noncorrosive materials.
 Old utensils, cracked glasses should not be used and should be discarded.

Source: Code of Sanitation in the Philippines

Health and safety play an essential aspect of every employee in the industry because all
workers and employees desire to work in a safe, secure and protected environment. Although
there are laws and regulations, exist to ensure the safety of employees, customers, and guests,
yet there every year thousands of serious injuries occur.
In many cases, sickness, diseases, injuries may have long term severe consequences for both
employees, families, and employers. Loss of human lives is immeasurable and intolerable. The
costs of workplace accidents and injuries to employers may have many forms, these include the
cost of incidents, the cost of property damages, loss of productivity, and investigation expenses.
It may take time to recover the costs associated with workplace accidents.
All industries have their safety risks, but management must strategize to what safety
precautions are required explicitly in their own company to ensure that employees are safe at
all times.

3.2 isOCCUPATIONAL
What Occupational HealthHEALTH
and SafetyAND SAFETY
Program?

OHSA is designed to manage and prevent injuries and diseases caused by employees'
work and work environment, this would enable us to facilitate and implement programs
concerning health and safety issues in the workplace. It allows help identify and correct unsafe
work practices and conditions.
 RA 11058
"An Act Strengthening Compliance with Occupational Safety & Health Standards and
Providing Penalties for Violations"

August 17,2018 signed by President Rodrigo Duterte

This mandate intends to strengthen the compliance by all employers and employees in
private establishments in ensuring full compliance with the OSH standards in the workplace.
Employers are required to furnish workers with a hazard-free workplace environment that may
cause death, diseases or physical harm to the workers. It mandates all employers to provide
safety instructions and orientation to employees and define preventive measures to eliminate or
minimize possible risks within the working areas.
Each employee has his/her responsibilities to ensure full compliance with OSH
standards. Allow the employees to identify and report any work hazards in the workplace. The
employee has the right to refuse to work if an imminent danger situation in the workplace
exists. The management makes sure that a representative worker or employee actively
participates in planning, implementing, and evaluating safety and health program.
In a manner that the employer refuses to comply with the mandate, a One Hundred
Thousand Pesos fine per day will be imposed. The employers are encouraged to examine and
evaluate their work environment, review the existing policies and make necessary adjustments
to ensure compliance with the new law.

An effective OHS program will:

 Identify hazards in the workplace;

 Prevent or minimize accidents, injuries, diseases or loss of life;
 Prevent or reduce financial burden resulting from accidents, injuries, illnesses or loss of
life; and
 Be monitored to ensure that it meets its goals.

7 Steps to Improve Health & Safety in the Workplace

1. Identify and control hazards to develop a safety plan in the workplace.

2. Develop a routine to inspect the workplace.
3. Ensure to train the employees through orientation, providing them written instructions and
proper
supervision.
4. Meet and discuss health and safety issues in the workplace, and allow the employees to help
improve
safety in the workplace.
5. Investigate the incidents, and develop new policy and procedures to control the hazard.
6. Ensure to maintain records of the incident investigations, inspections, training activities, and
first aid
 treatments. This information is vital to identify the common unsafe conditions in the
workplace.
7. Create a pro-active approach to health and safety in the workplace and make it a part of the
business.

EMPLOYEE'S ORIENTATION AND TRAINING

Workplace accidents happen during the first six months of employment of the young
and new employees. The best way to prevent accidents from happening is a practical
orientation and training. The employer's primary responsibility is to ensure that their
employees have enough knowledge and awareness of their job before they start working.
Training must be mandated and become a part of the employee's requirements before starting
their work.
Continuous training is essential for experienced workers and employees to need a new
orientation if circumstances changes or new hazards develop. For example, a new task or
assignment, new equipment, a new work process, workers moved to a new location.
Training and Orientation may include the following:

 Job-specific hazards;
 Employees rights and responsibilities;
 Employee's right to refuse unsafe work;
 Violence in the workplace;
 Bullying and harassment;
 Working alone or in isolation;
 Accident investigations;
 Workplace Hazardous Materials Information System (WHMIS);
 Personal protective equipment (PPE);
 Reporting potential hazards and unsafe work conditions;
 First aid policies and procedures;
 Reporting injuries, accidents, and close calls;
 and Emergency and evacuation procedures.

Employer's Responsibilities

 All work must be executed without any form of risks or work-related diseases;
 Ensure that all machinery and equipment are safe and performing well;
 Permanent structures like buildings must be capable of withstanding any stresses;
 Buildings and structures including machinery, equipment, tools, and places of
employment is in a well-maintained condition;
 Frequent and regular inspections to machinery, equipment, arrangements to ensure
safety;
 Any unsafe conditions must be corrected immediately;
  All employees/workers are supplied with all their necessary protective equipment
required by the law;
 All employees must undergo training and instructions in the safe performance of their
duties;
 They should provide a secure entry and exit from the work area;
 A fire extinguisher should be provided and maintained;
 Workers with physical or mental impairment should not work where there impairment
endangers themselves and others.
 Employees or workers under the influence of drugs, alcohol or other substances should
not be permitted to work and stay in the workplace.

Employee's Responsibilities

 Workers and employees are responsible for their safety on the job;
 Workers have the right to refuse to do a specific task or operate any tool, appliance, or
equipment that may cause danger;
 The worker should wear proper clothing and use PPE provided by their employer
required for the job;
 The worker must not remove any safety equipment from machines or equipment such
as shields from grinders and mixers;
 Workers need to be instructed and undergo an orientation about new machinery or
equipment before using;
 Workers should inform the other workers about a defective machine, equipment or tool
that has the potential to cause injury;
 The worker should clear any blockage in the work area and ensure a safe movement;
and
 The worker must wear protective eyewear when using grinders and other equipment
that may be hazardous to the eyes.
WORKPLACE HAZARDS
SAFETY SIGNS & SAFETY LABEL REQUIREMENTS

To ensure that all employees understand the various types and meanings of each sign is
to include the training as part of the orientation of the new employees. Displaying the safety
signs and their meanings and also include in the newsletter and posting in the bulletin board
will also help improve employees' awareness of the hazard signs.
 Placement of the hazard signs should be as close as possible to the hazard, this would
enable to inform the public the link between the message and the hazard, or should be placed in
the door. Place the signs that are highly visible to the tool operator. Damaged and faded signs
need to be replaced immediately.

DANGER
"Danger sign indicates an immediate hazard could happen; this would result in death or severe injury if not
avoided right away.
Black and red letters are printed on the white background or white letters on a black background.

WARNING
"Warning sign indicates a harmful situation which if not avoided could result in a severe injury or even death.
The black letter is printed on an orange background. The safety alert symbol precedes the heading "Warning"

CAUTION
Caution sign indicates a dangerous situation if not avoided may result in moderate or minor injury. The sign is
placed where potential hazards or damaged equipment to prevent using or to caution against unsafe practices
The black letter is written on a yellow background and preceded by a safety alert symbol.

BIOLOGICAL HAZARD
Biological hazard sign indicates an actual or potential biological hazard presence in an equipment,
containers, rooms, materials.
The black letter is written in a fluorescent orange background or red-orange background.

NOTICE SIGN
Notice sign provides information relevant to a building, an area, equipment or machine.
The black letter is written in white background or a white letter written on a black background.

GENERAL SAFETY SIGN

This sign is to inform the public of the general practice and rules related to health such as first aid,
medical equipment, sanitation, housekeeping.
The message and safety symbols should be printed in green or black on a white background.

Source: ALG Labels & Graphics https://www.safetyinfo.com/safety-signs-and-safety-labels-

FIRE SAFETY
workplace-free-index/
This sign indicates the location of fire extinguishing equipment and material.
WORKPLACE SAFETY
The safety symbol PROCEDURES
is printed in a red or white background.

PROHIBITORY SIGNS
This sign indicates that the area does not allow any act indicated in the symbol.
 OTHER SAFETY SYMBOLS
It is commonly called "pictograms." Safety symbols provide information required
actions, consequences, effects of the interaction of certain chemicals.
Accidents may happen at any time and may occur in many ways and forms. There are
two basic factors of workplace accidents first is ignorance and the other is carelessness. The
workers must do things right.

General Safety

The following precautions must be observed in any working area:

 Do not engage in rough practical jokes during work.

 Do not work if the employee is under the influence of drugs or alcohol
 Pay strict attention to moving and falling objects, such as equipment, dollies, slicers, and
mixers.
 Do not run in the work area.
 Stay alert at all times on the job.

Safety in the Kitchen

1. Cuts
 Do not catch the falling knives. Step backward to avoid being cut;
 Carry the knife with the tip pointing downward, and the cutting edge is away from the
body;
 Never touch knife blades especially when it is newly sharpened;
 Putting a damp towel under the cutting board to prevent slipping;
 Do not engage in horseplay with the knife;
 When working with a knife, always cut away from the body;
 Do not place the knife under the soapy water in the sink;
 Use a cutting board at all times;
 Use a correct knife for the job and do not use a knife to open the can or bottle;
 Sharpen the knife before using them. Sharp knife is safer than a dull one;
 Pick up the knife by the handle only;
 Hold the knife firmly and make sure that the handle is free of grease;
 Never grate the food too close to the cutting surface and
 Store knives to their proper storage when not in use;

2. Burns
 Always assume that pots and pans are hot;
 Use a dry potholder in handling hot pans. Wet cloths conduct heat easily;
 Clean the work area regularly to avoid grease scattered around the cooking area;
 In case of fire caused by grease, never use water to extinguish the fire, in this case, it
enables to spread the fire to other areas;
 Lift the lids slowly and away from the face or body
 Provide reminders on hot objects especially in moving the hot objects from one place to
another;
 Keep the towels used in handling hot foods away from the cooking ranges, in order not
to catch fire;
 Do not overfill the pot with oil in frying,
 Never allow the extended handles of saucepan or skillet to extend into the work area, for
this may be hit or bumped and tend to fall off the range;
 Ventilate gas ovens before igniting this is to allow any compressed gas to escape;
 Ensure that fire extinguisher is visible where it can be easily seen. Train employees to
use them;
 Wear protective equipment;
 Ask for help when moving objects containing hot liquid;
 The employee should not leave the working area especially when cooking with grease;
 Always use tongs when putting the food to boiling water or oil; and
 Drink a lot of water when working around hot areas like the kitchen, this is to allow the
body to cool down to avoid heat exhaustion or heat stroke.

3. Slips and Falls

 Keep the floor clean and dry;
 Wipe any spilled liquid immediately and pick up any objects on the floor;
 Walk and do not run or slide on the floor,
 Keep the kitchen free from clutters;
 Use proper footwear in the work area. (Do not wear sole leather shoes, open toes, heels);
 Post a warning sign around spills or wet floor;
 Install non-slip floor tile or rubber mats in the work area:
 Use slip-resistant ladder; and
 Use a ladder and set it on a flat and stable place;

4. Sprains and Strains

 Ask help when necessary to lift heavy objects;
 Use dollies in moving heavy objects around working areas;
 Provide training to employees in the proper lifting techniques;
 Organize storage area by weight, with heavier items between knees and chest levels to
minimize lifting;
 Use the ladder in reaching items on higher shelves;
 Keep the object close to the body,
 Lift objects with legs and bend knees before lifting;
 Do not lift with your back;
 Rotate tasks, especially working with a constant motion;
 Provide mechanical equipment to perform a repetitive task, and
  Take a short break when doing a repetitive task.

5. Lock-outs
 Train employees to operate the machine. Never allow employees to use the machine if
not been trained to use it;
 Turn-off electrical switches and pull the plug off the electrical outlet before cleaning or
adjusting any parts of the machine;
 Keep fingers, hands away from the moving part. Wait until the machine is in a full stop
condition;
 Place special care in cleaning the slicing machine;
 Do not start a mixer until the bowl is locked in place and the attachments are fully
secured and fastened;
 Turn off the motor of the mixer when scraping the bowl;
 Use a wooden or plastic plunger to push the meat down into a slicer. Do not use your
hands;
 Food cutter is the most dangerous pieces of equipment in the kitchen. Keep your hands
off to the front of the revolving bowl when operating a food cutter;
 Make sure that all parts of the machine are secured in their proper places before starting
a machine;
 Lock-out procedures must be posted near the machine. And ensure that the employee
knows the lock-out procedures;
 Always follow the manufacturer's instructions and recommendations when using
electrical power equipment; and
 Inform the employees not to wear any jewelry such as ring, wristwatch or a tie when
operating electrical power equipment.

6. Dishwashing Safety

 Do not overload trays or force tray into the machine;

 Use a long pole with a hook to pull back the tray that stuck in the machine;
 Do not leave the knife under soapy water in a washbasin;
 Stand close to the front of the work surface;
 Support your feet to prevent twisting your back;
 Provide carts to put dirty containers to prevent the workers from carrying heavy objects;
 Empty and sort cutlery bins before they are full;
 Use a cleaning tool with good grips when working with heavy-duty tasks; and
 Put one foot on a step to reduce stress on the legs and back when working for an
extended period.

Source https://www.go2hr.ca/up-content/uploads/2017/07/go2HR-Accomm-RA-Safety-
Sweep.pdf
Safety for Room Attendants

 Use a pump spray bottle to reduce repetitive strain injuries;

 Provide extended cleaning poles for hard-to-reach areas;
 Install a door stopper to hinges to avoid bending down;
 Use vacuum that is lightweight, quiet and self-propelled to reduce vibration;
 Rotate work assignments and schedule work that minimize exposure to hazardous
materials,
 Shorten work hours and provide regular breaks as possible;
 Allow a five to ten-minute stretching activities before going to work;
 Maintain excellent communication with regards to safety to refresh employee awareness
and knowledge; and
 Wear protective clothing like gloves, non-slip footwear, mask, goggles, knee pads.

Service Staff Safety

 Provide servers with smaller containers for table clean-up to prevent carrying excessive
weight;
 Provide carts with large wheels to bring food and dirty dishes to avoid the servers
carrying heavy loads and to prevent strains and sprain injuries,
 Divide the large orders when serving;
 Move around the table to help guests to reduce the need for reaching;
 Carry heavy tray over the shoulder to support it;
 Balance the serving tray by placing the heavier items in the center of the tray;
 Use both hands to support and carry the tray;
 Grasp the outside edge of the tray by keeping both wrists in a neutral position;
 Move the glass closer to the server when filling up with liquid
 Wrap a serving towel around the handle of the water jug to minimize the pressure on
the finger;
 Learn how to use both hands when carrying a heavy tray to allow the muscles of each
arm to rest;
 Get help when moving tables and chairs, do not lift them alone;
 Carry fewer plates at a time and carry items closed to the body to lessen the strain on the
arms and back reaching;
 Place a caution sign to remind the employees that plates under heat lamps are hot;
 Avoid grasping items over the table candles while serving or removing food from the
tables;
 Avoid using wet cloth when holding a hot object;
 Never stick a hand into areas where hot liquids are dispensed; and
 Place a caution sign when removing items from the microwave,
 Some food item continues to heat after the microwave turns off
Bar Staff Safety

 To prevent the risk of injury, wear shoes with enough cushioning to relieve the stress of
the knees and back when standing for long hours;
 Alternate the foot on the rail from time to time to reduce stress on the back;
 Take short pauses. Let the muscle rest for 5 to 10 seconds;
 Use a step stool when reaching items on high shelves;
 Store glasses and liquors between a shoulder and hip level, and close when they are
needed;
 When lifting heavy stuff, keep them close to the body;
 Keep the elbows close to the body when dispensing drinks, and
 Be mindful of the posture depending on the type of work and position of the body.

Casino Dealer Safety

 Use a step to reach the cards and bets, or if applicable request the players to return the
cards closer to you;
 Regulate the position of the body to deal with the cards comfortably and maintain visual
contact with all the betting positions;
 Sit back in the chair and maintain a good posture whenever possible;
 Frequently used items should be closer to you to reduce bending the body. Move over
the table to reach objects rather than bending over;
 Use a "snap" technique to spin the ball instead of using your wrist; and
 When pinching cards, move only the middle and index finger. Do not move your wrist.

Front Desk Staff Safety

 Take a few minutes to break to relieve the muscles in doing repetitive work;
 Vary your activities and pace of tasks to rest the muscles,
 Put one foot on a step or rail alternately from time to time to reduce stress on the back;
 Wear shoes with enough cushioning to help reduce stress on the back when standing for
long hours;
 Request to install anti-fatigue matting to help reduce stress on the back when standing
for long hours;
 Ask for assistance if required to move heavy luggage;
 Adjust work station when necessary to reach frequently used items;
 Make sure that the monitor is at the eye level and the keyboard is at the elbow level, and
 Maintain a good posture when at work.

Bell Staff Safety

 Use a cart or dolly to lift heavy items;

 Pushcarts and avoid pulling. Place your hands just below the shoulder when pushing,
  Check regularly if the tires and wheels are in good condition to decrease the amount of
force in pushing the cart;
 Report defective carts to the supervisor;
 Change your position or switch the task to reduce stress in holding postures for long
periods;
 Wear comfortable shoes with enough cushioning and non slip soles to minimize stress
on the knees and back;
 Use different muscles (alternating the left and right hands to handling luggage);
 Take a short break to rest the muscles;
 When lifting luggage from a car trunk, keep both feet firmly on the ground. Get close to
the load before lifting;
 Bend the knees and do not use your back when lifting;
 Store large luggage upright at low levels. Store smaller items at waist levels; and
 Avoid storing items above the shoulder level cabinet.

Handling Luggage

 Alternate the left and right hands in carrying luggage;

 Pause a break when needed;
 Ask a buddy for help when needed;
 Lift heavy items using a dolly,
 Use a cart when transporting luggage to another area;
 Push instead of pulling the cart;
 Place the hand below the shoulder level on the cart handle when pushing a cart;
 Make sure that the cart of working properly. Ensure that the tires are fully inflated;
 Report faulty carts immediately to the supervisor; and
 Wear comfortable shoes with non-slip soled and cushioning to relieve stress on the
knees and back.

Work Safety with Chemicals and Other Hazardous Materials

 Some chemicals are harmless, but when combined with another compound may
produce a reaction that may be combustible or release toxic fumes. For example, two
cleaning agents like ammonia and bleach when mixed will produce toxic chlorine gas;
 Some chemicals may trigger by heat or radiation. There are some oven cleaners that can
produce toxic gas when heated;
 Make sure that all chemicals are stored in their original containers with a clear label;
 Make sure that all chemical containers have labels that identify the chemical products,
even water;
 Never store chemicals in an empty food container and unlabelled containers;
 Do not store aerosol containers near the hot surface; residual contents are highly
flammable;
  Do not use chemicals that are not intended for use;
 Be aware of the hazards of cleaning chemicals before using them;
 Always use protective clothing and equipment when working with chemicals. Examples
are safety glasses and goggles, rubber gloves;
 Corrosive and flammable chemicals should be used only in well-ventilated areas. Never
use them in a confined space:
 Minimize exposure to chemicals by preventing splashing; and
 Use lower shelves to store chemicals to avoid the risk of spills.

Robberies and Assaults Safety

 The cash register should be visible to the dining area;

 Provide information that cash register only contains a small amount of cash by posting a
sign;
 Store a large amount of cash immediately in a drop safe. limited access to secure or
comparable type of safe;
 Ensure that alarm is installed and working on all doors;
 Provide surveillance cameras and/or mirrors or silent alarm;
 Do not count cash in front of customers;
 Establish a policy and train employees on responding in case of robbery or assault;
 Post police numbers in a visible area and next to the phone;
 Install good lighting in the workplace, parking lots and alleys where employees and
customers pass through the night;
 Post a reminder on the back exits to remind safety to employees;
 Have more than one exit workers can reach in case of an emergency;
 Assign two adult people during the night shift;
 Perform and maintain a document and reporting process for violent incidents and
violent acts;
 Maintain a modest uniform for servers;
 Post legislations and policies against assaults, stalking and violent acts;
 Use a buddy system in walking to public transportation, parking areas, taking the trash
out during the night
 Ensure that back doors have locks and employees still be able to exit easily, and
 Keep background noise down so people will be aware of any problem.

PERSONAL PROTECTIVE EQUIPMENT

In addition to the awareness and preventive measures on the hazards in the workplace, an
employee must use the appropriate protective clothing and equipment. Personal Protective
Equipment (PPE) is designed to be worn in the workplace to protect them from the risk of
injury or illness.
Rule 1080: Personal Protective Equipment & Devices

General Provisions: Every employer as defined in 1002:

"Shall at his own expense furnish his workers with protective equipment for the eyes, face,
hands and feet, protective shields and barriers whenever necessary by reason of the hazardous
nature of the process or environment, chemical or radiological or other mechanical irritants or
hazards capable of causing injury or impairment in the function of any part of the body through
absorption, inhalation or physical contact". (OSH Standards Department of Labor and
Employment)

Personal Protective Equipment includes the following:

Eyes - (Safety spectacles, goggles, face screens, face shields, visors), to protect the eyes from gas,
vapor, dust, chemical splash, metal splash, and radiation. Make sure that the requirements of
the law approved eye protection, it fits appropriately and comfortable to use, shall not interfere
with the movements of the user, durable, easy to clean and capable of being disinfected.

Head and Neck - (Hard hats, safety helmets, hairnets, bump caps), to protect the head from
falling and flying objects, hair being tangled in machinery, risk of hitting the head, chemical
splash or drips. The total weight of hard hats should not more than .45 kg or 16 ounces, made
from non-combustible materials and should be non-conductor of electricity; it should have brim
around to protect the head, neck, face, and back.

Ears- (Earplugs, earmuffs, semi-insert/canal caps), to protect thee from high-level noise. Choose
ear protection to reduce noise to acceptable level to allow constant communication and safety.

Hands and Arms - (Uniform with an appropriate length of sleeves, gloves, gloves with cuff).
This protects the body against burn, cuts, punctures, abrasion electric shock, vibration, and
biological agents. Gloves, mittens or pads for handling sharp-edged or abrasive objects should
be made from tough and heat- resistant materials. Avoid wearing gloves for a prolonged
period, this may cause skin irritation use separate inner gloves made from cotton to help
prevent skin problems. Avoid wearing gloves when operating machines where gloves might
get caught.

Feet and legs - (Safety boots, non-slip sole, closed-toe, closed-back shoes, high leather tops,
shoes with protective caps). To protect the feet and legs against wet, hot and cold conditions,
slipping, cuts, punctures, falling objects, metal, and chemical splash, electrostatic build-up.
Appropriate footwear needs to be selected for the risks identified and according to its uses.

Lungs - (Simple filtering facepieces - half or a full mask, respirators, or power-assisted

respirators, fresh air hose, self-contained breathing apparatus). Protection against dust, gases,
vapors, smokes, oxygen deficit environment Use appropriate respirators according to the
hazard conditions, there should be a sufficient training and instruction in the proper use and
 limitation of the equipment, as much as possible respirator should be exclusive for individual
use, appropriate testing and exposure to determine effectiveness and safety.

Whole body - (Overalls, aprons, chef jacket, boiler suits, chemical suits). To protect the body
against excessive heat, burn, chemical and metal splash, contaminated dust, Materials used
should be flame retardant, anti-static, impermeable from chemicals and high visibility.
Source: Labor Code of the Philippines and Health and Safety Executive

One of the most crucial aspects in the workplace is the security of the people, valuable
information, and other physical assets of the company. It is one of the key responsibilities of the
firm to provide a secure working environment. In today's modern world, the security system is
becoming advance such as CCTV to monitor the interior and the exterior of the property or a
biometric scan to ensure only employees can enter and leave the workplace. Security checks
from time to time can also prevent unpleasant circumstances.

Workplace security protects employees from work-related injuries and secure from
intruders. Therefore, every company must obtain a workplace safety place.

Security Issues in the Workplace

Absence of modern physical access control system;

Lack of proper monitoring among the staff and visitors; Insufficient budget to
implement an advanced security system;
 Absence of appropriate workplace security policy;
 Too much exposure to social media;
 Regular changing of the passwords and keys: Maintenance of access control and
3.3 WORKPLACE SECURITY
surveillance system;
 Lack of awareness on workplace security and procedures; and Allowing visitors to
unattended in the workplace.

Advantages of Having a Workplace Security Plan

1. Reduce turnover rate

2. Higher standards in the workplace.
1. Fewer insurance claims
2. Better chances of retaining the customers and guests.
3. Reduce business cost and disturbance

Aspects of Workplace Security

1. Facility Maintenance - This is a crucial security protocol to keep the building and the
premise safe and secure by periodical planning, check-up, and maintenance activities.
Building facility become unstable because of age, frequent use, or become expired
because of the technical capabilities of materials.

The following aspects of the facility that require attention are:

Construction works Over the period, masonry works worn out. This should be checked at
least once a month for any visible cracks, Routine checking on the roofing must also be
inspected;

Doors, windows, gates, and other openings - Hinges, locks, and handles break faster and
prevent proper door functioning. Check, repair or install new locks or hinges if needed;

Lighting - Power supply must be inspected daily;

Plumbing - Replacing faulty pipelines or a valve can avoid major problems,

Fire Equipment - Fire extinguisher and sprinkler system must be serviced at least once a
year, while the door and crawl spaces should be inspected more frequently, and

Heating and Cooling System - Requires regular cleaning and maintenance

2. Server Room Security - This is one of the most important areas in the building and the
business. They store all the digital information, which includes sensitive data and back-
ups. This also keeps the company's network and digital operations online Server rooms
are a considerable investment of the company and must meet specific environmental
conditions to avoid crashes and failures and prevent physical damage.
 Requirements needed to protect and secure the server rooms:

Cooling server rooms-computer generates heat and if overheated resulting issues may
affect the computer performance. Therefore proper air cooling system is a pre-requisite to
server room security;
Space requirement - The room should have no windows to avoid exposure to the sun. The
ceiling should at least 9 feet in height to allow more space to heat to dispense. The floor
should be made from anti-static materials to allow a smooth movement and prevent shocks.
Soundproofing to prevent other areas from distractions of vibrations and whirring of the
servers;
Equipment and electrical requirement - The server room must have a backup electrical
system in case of power interruption. Ensure that the computing equipment has a maximum
electrical intensity of 300 watts per square foot. Install a telephone line or other
communicating devices to allow accessible communication in case of emergency, and
Security requirements Server rooms need security from intrusion. The door should be
locked at all times. Install a surveillance system, door alarms to monitor the people coming
in and out of the room. Implement a strict No Visitor Policy. Issue ID badges for authorized
staff members.

3. Emergency Exits - It is vital that every workplace should have an emergency plan and
protocols in various locations of the building, Regular emergency drills need to be
performed to prepare the staff to be alert in case of an emergency.

Requirements to emergency exits:

 Exit doors and signs must be visible to everyone. Lit with light with a distinct color.
 All exit doors must be in standard and approved by a testing laboratory.
 All exit doors must be open outside. It should not be revolving or sliding.
 All exit routes must be free from any obstructions. It should have adequate lighting
at all points.
 Exit routes must have signs throughout to direct the people properly to the exits.

4. Unauthorized Access - Physical access to a room by a stranger or illegal entry of an

employee is an example of unauthorized access, and it may lead to many forms of criminal
acts such as theft,
vulgar, vandalism and even loss of human lives. The workplace needs to develop a program
to eradicate any possible loopholes to unauthorized access.

Unauthorized access may be due to the following:

 Lost or stolen keys;

 Unlocked room doors;
 Tailgating:
  Weak doors locks that can be easily opened by any devices; and
 Smart cards can be easily hacked.

Physical Security Guide

 Perimeter security, ensure that the area is secured with gates fences, security guards,
surveillance cameras around the perimeter;
 Install motion detectors and alarm systems for additional security:
 Require all the employees, visitors, and contractors to wear their identification cards all
the time;
 Provide heavy-duty locks to areas with sensitive information or enforce delay control on
server room doors;
 Conduct a thorough background check to new employees;
 Set up different access control levels. Not all employees can be granted permission to
enter areas. Require access to authorized personnel only;
 Install cable locks for computers to prevent theft;
 Lock up sensitive files in a safe drawers, and
 Develop an emergency plan and train staff to resolve possible safety problems and
inform them of any suspicious behavior.

5. Information Security - The majority of the companies value information security with the
highest price. Information on customers' credit history, patent applications, valuable designs,
financial records, customers' confidential information, all of these constitute data security.
Unauthorized access to data, interception of data transit, and data corruption are among the
possible risks of loss of valuable information.

Information security includes:

Security awareness. The company ensures that every employee understands the security
policies and recognize their responsibility for maintaining a secure workplace;
Physical security - Have a reliable security system to prevent unauthorized access to certain
premises;
Information security - find ways to specify how users can be identified and create strong
password protection;
Virus protection - Install a strong virus security;
Incident response - what steps to be taken in case of data loss; and
Relationship with third parties - A special software is used to encrypt the files automatically.

6. Workplace Surveillance - Surveillance system plays a vital role to monitor the activities in
the workplace. The main objective of the workplace surveillance is to protect the assets and
valuable information of the company.

Workplace Surveillance helps to:

 Identify suspicious activities in the workplace by employees and visitors;

  Inhibits data theft and other office assets;
 Improves the personnel security;
 Track any intrusions and activities in the past, and
 Comply with the legislation requirement.

The 21st century is already been described as the century of travel. In 2010, about 900
million travel across the international border, about 4.5 billion made domestic trips. The
incredible increase in travel and tourism appear to face a growing threat not only in safety and
security but also in natural and man-made disasters.
A disaster is a sudden event, either an accident or a natural catastrophe, these causes
great damage or loss of lives. A disaster can be caused by natural disasters such as typhoons,
earthquakes, tsunami, floods, and volcanoes. And the other is a man-made disaster or a correct
term as "human instigated" examples are transportation accidents in land, sea, and air, chemical
toxic air in polluted areas, pandemics such as swine flu and SARS. Another thing to consider is
the acts of terrorism. The 9-11 attack in 1997 has brought a big impact in the world of travel and
tourism.

Impacts of Natural Disasters on the Hospitality and Tourism Industry

Tourism brings a huge amount in the business industries and economic development.
Several factors that may have an impact on tourism, it may be a positive impact or a negative
impact. Disaster either natural or man-made can affect the natural beauty of the tourist
destination, brings risk to the tourist's safety and security.

DISASTER MANAGEMENT

When studying tourism and disaster, it considers continuum, all the stakeholders the
private sectors, government community, business, the tourists) work together to reduce the risk
of a disaster and integrates the plans to respond and recover When disaster strikes, these
agencies come together to provide result identify the mortalities, shelter, and medical
assistance. The tourist anxiety may be reduced by recovering their passports, dealing with the
embassy, retrieving their important documents such as ID and money. Tourism and hospitality
are business that means resilience rapid recovery, and gaining back a reputation. (Gordon,2015).

PREPARING & RESPONDING TO NATURAL DISASTERS

Before the Natural Disaster

Natural disasters can be predicted such as typhoons and tsunamis except for
3.4earthquakes.
DISASTER MANAGEMENT
Despite AND SAFETY
advances in technology there is noPREMISE
complete accuracy how a typhoon will
be on landfall and its intensity.
 Observation and data are the most effective tools in predicting a natural disaster.
Scientist analyzes past disasters and finds a pattern in natural phenomena, this can give
warning of future events. Another way to predict natural disasters is constant surveillance,
using off-shore cameras in prone areas to monitor the winds, waves, ocean currents and
weather patterns, predictions can be calculated. In this way, immediate response and recovery
teams work together to lessen the effect on people and affected places.

1. Perform a risk assessment. Identify hazard that is vulnerable to disasters like floods.
2. Disaster preparedness training. Train employees on how to prepare and respond to
disaster.
3. Develop disaster response with the community. It involves pre-positioning of relief
supplies, community task force who have proper training in disaster management such
as search and rescue and basic first aid.
At the emergency phase:

1. Coordinate with stakeholders.

1. Provide necessities like water, food, first-aid kit, communication devices like fully
charged cellphones, power bank, whistles during the first 48 hours.
2. Conduct a rapid assessment of the damage to identify the immediate response for the
most critical needs and preferences for assistance.

EARTHQUAKE

Earthquake is known as "tremor", "quake" or "tremblor" is a sudden movement of the surface of

the earth.

Types of Earthquake

a. Tectonic earthquake - created by a sudden movement along the faults and plate boundaries.
b. Volcanic earthquake - induced by rising lava or magma beneath active volcanoes.

Earthquake Monitoring System

Philippine Institute of Volcanology and Seismology

(PHILVOCS) is a service institute under the Department of Science and Technology (DOST)
accountable to monitor and mitigate disasters that may occur from earthquakes, volcanic
eruptions, tsunami, and other related geotectonic phenomena. At present PHIVOLCS operates
101 seismic monitoring stations in the Philippines (PHILVOCS,2019).

Magnitude and Intensity

Magnitude and Intensity measure different characteristics of the earthquake. Magnitude

measures the amount of energy released at the source of the earthquake. It is determined from
the measurements on seismographs. While intensity measures the strong vibration or shaking
generated by the earthquake at a certain area. Intensity is established from the effects on people,
man-made structures, and the natural environment.

SOURCE
https://www.phivolcs.dost.gov.ph/index.php/earthquake/earthquake-intensity-scale

PREPAREDNESS BEFORE EARTHQUAKE

 Safely secure hanging objects to the wall or ceiling;

 Learn to deactivate gas, water, and electricity;
 Secure heavy furnishing; do not position heavy objects on high shelves; and
 Examine the fire system regularly.
WHAT TO DO DURING THE EARTHQUAKE

 Apply drop, cover and hold;

 Stay calm and do not panic;
 Shut off electricity, gas, and water tap;
 Protect self from falling objects;
 Do not attempt to run out of the building, and
 Never use an elevator during the earthquake.

WHAT TO DO AFTER THE EARTHQUAKE

 Assess the people around that are hurt and provide necessary first aid treatment;
 Monitor the disaster reports and pay attention to the emergency instructions;
 Wear sturdy shoes or wear boots to avoid injury caused by broken window glass and
other sharp objects;
 Inspect the structure and condition of the building. Evacuate the building calmly and
use the stairs;
 Go to the nearest high places and stay away from beaches and ports for tsunami
warning; and
 Prepare to experience aftershocks.

TYPHOON PREPAREDNESS AND RESPONSE

1. Prepare and plan for possible flooding

 Check drainage to ensure no clogging; and
 Check pumps for draining water to prevent flooding.

2. Prepare and plan for possible damage to some infrastructures caused by strong winds
 Inspect ceilings and roof for possible damage when strong winds come; and
 Check for a possible leak from the roof.

3. Prepare and plan for possible brown-outs or power failure.

 Ensure the functionality of the generators;
 Ensure an adequate supply of functional flashlights; and
 Prepare radios for communication within the establishment.

4. Prepare and plan for possible water shortage.

5. Prepare and plan for possible manpower shortage.

 Prepare for a scheme to ensure adequate manpower during the typhoon; and
 Prepare for an overtime scheme for staff before, during, and after the typhoon.

6. Prepare for possible manpower being stranded in the establishment

 Prepare for food for the staff who may be stranded in the establishment.
 Prepare for lodging for the staff who may be stranded in the establishment.
RESPONDING TO MAN-MADE DISASTER

Responding to Fire

Fire in the workplace can be very destructive if not controlled immediately, it would result in
serious injuries and even death.

Preventing Fire from the Workplace

1. Establish and carry out a program that will provide information to recognize and
prevent the fire hazards;
2. Ensure that employees have enough training in handling combustible and flammable
material:
3. Maintain safe housekeeping practices to prevent the risk of fire; and
4. Always keep and maintain adequate fire extinguishers in the work area.

General Safety Measures

The following are general safety measures in establishing and maintaining fire protection in the
workplace:

 Do not store flammable matters within 10 feet of a building or other structure;

 Ensure to use only permitted containers for disposal and separation of combustible
wastes. Do not forget to always replace the cover;
 Always clear the area that firefighting equipment can pass thru in case of fire;
 Do not stack combustible materials and accumulate in any part of the work area;
 Dispose of combustible debris and scrap periodically;
 Stack and pile materials in an orderly manner; and
 Use only approved containers and tanks for storage, handling, and transport of
combustible and flammable liquid.

Responding to Fire and Other Alarms

When establishing the nature and location of the alarm, needs to examine what has
triggered the alarm. This may be produced by a fire, motion (intruder), smoke, heat, water and
gas.
Emergency numbers should be posted in various location
throughout the building and near the telephones. Make sure that emergency numbers are
stored in the cell phones of each employee.

When reporting the emergency response, the caller needs to do the following:

 State your name, position and, location (bar attendant, duty manager, front office
personnel);
  Say that you are reporting an emergency;
 Describe the nature of the emergency (fire, intruder, water or gas);
 Provide the location of the emergency (floor, room number, office);
 Listen carefully and be guided as the operator provides instructions;
 Provide information if people being trapped;
 Provide information and describe the condition of the area (power out, escaping gas);
 Provide information on the quickest and best possible entrance and approach; and
 Do not hang up the phone until the emergency response told to do so.

During the emergency someone is designated to meet the emergency response theme on
their arrival on-scene. Whoever does this job must know where the emergency and the details
about the emergency. He/she is able to quickly direct or lead the response theme to the site of
the emergency, and be able to provide relevant information such as the site plans, the number
of people in the building, lay-out of the property, the potential dangers, and vulnerable group
of people such as the elderly, children, babies disabled, workers, guests.

Note: Anyone who has been appointed to do the role of awaiting the arrival of the emergency
response group must understand this is a very responsible position. You must not abandon
this position to do something else.

In dealing with an emergency situation, follow the three Golden Rules:

Contact
Secure emergency
your safety as soon as
possible

Save lives
first before
property

Immediate response means:

 Do not delay
 Do not run around
 De not overthink the situation
 Stay calm and not panic
 Activate alarms
 Restrict others to affected areas
 Remove people from danger
 Do not shout
 Alerting occupants
 Provide basic first aid
THE RULE OF THREE SURVIVAL PRIORITIES (absence of these means sudden death)

You can survive:

3 Minutes without breathing (drowning, asphyxiation)
3 Days without water (dehydration), and
3 Weeks without food (starvation).
Responding to Guest with Inappropriate Behavior

Acceptable behavior may depend on the requirements of a certain place or venue. A bar
may be different from a hotel or restaurant. However, in general, inappropriate behavior may
include the following:

 Rudeness and aggressiveness;

 A person committing an act of violence in a certain place;
 The loud argument that causes disturbance to other people
 Aggressive intoxicated guest or patron;
 A person using a profane and abusive language;
 A room that exceeds the number of guests allowed where other guests are being
disturbed; and
 A customer wearing inappropriate dress codes for a certain part of the venue.

Responding to the people with this kind of behavior must be taken proactively like for
example, talking appropriately to the person and politely modify their behavior, escorting the
person away from the area, advising the patrons of what is acceptable and expected, engage in a
conversation until the right authority arrives.

Responding to Act of Terrorism

1. Suspicious Packages

Terrorism has many faces and forms today. Employees and staff must be knowledgeable of any
suspicious and unattended packages around the area or a place it should not be. The
appropriate response is as follows:

 Do not attempt to touch the package;

 Ask who is the owner of the package:
 Notify the management; and
 Contact the local police or security in the area.

2. Bomb Threats

A bomb threat is a very rare situation, in circumstances, it could happen to respond efficiently
and effectively can be done. When a bomb threat is received through a phone call, here are
some approaches that need to be done:

 Make sure the bomb threat checklist is near to the phone;

 Listen attentively and handle the call calmy;
 Have someone from the area listen in the conversation;
 Write down the exact words, the time when the call was made; and
 Check if there is a caller ID number.
It is important to pay attention to:

 Time and length of the call;

 Name of the person taking the call and the name of the caller,
 The age and gender of the caller; and
 Keep the caller taking as long as possible. Ask the caller the following information:
 Where is the exact location of the bomb?
 When will it explode?
 What does it look like?
 What kind of bomb is it?
 What cause it to explode?
 Who placed the bomb?
 What is the reason in planting the bomb?

 Be attentive to the background sounds such as animal noises, music, noises, language,
diction and tone of people conversing:
 Pay attention to the caller's voice (accent, diction, speech impediment, cracking voice,
stutter, clearing throat);
 After the call, immediately speak to the proper authority and local security, and
 If the evacuation is announced, take your personal belongings quickly and calmly go to
the assigned assembly area.