Emergency and SSM Mobile App

First Actions

Step One

  • Alert emergency services (police, fire, emergency medical)

Step Two

  • Ensure safety of, and account for, guests and associates

Step Three

  • Prioritize response actions based on situational needs
    • Identify most urgent actions to take
    • Task team members to do them

Step Four

  • Organize the situation
    • Initiate internal communication to
      Hyatt and owner
    • Initiate, if needed, external communication

Step Five

  • Send SSM notification to 24-hour SSM Hotline

Active Shooter

Actions/Considerations

    1. Assess the impact
      1. Has the threat been neutralized? If not, use PA system to encourage guests and staff to "Find cover, hide, barricade yourself. Prepare to escape when possible or fight if confronted."
      2. Consult Hyatt Active Shooter/Immediate Refuge Evacuation Checklist.
      3. What are the current operating conditions of the hotel?
      4. Can any part of the hotel be safely occupied?
      5. What are your immediate needs, by function – such as Engineering, Human Resources, Security, Food & Beverage, etc.?
    2. Communications (Messaging)
      1. Have you notified GPGS?
      2. Have authorities been notified?
      3. Has the owner been notified?
      4. What methods of communication are available?
    3. Casualty Management
      1. What is your casualty assessment? Identify how many people are killed and injured and who they are.
      2. Do you have first aid and triage stations? – location, staffing, supplies
      3. Account for guests and staff transported to a hospital.
      4. Do you have any medical evacuation needs for guests or staff?
      5. Do you have any immediate medication needs for guests or staff, such as insulin?
    4. Guest Evacuation, Accounting and Safe Transport
      1. If this is an ongoing situation, encourage all guests and staff to find safe shelter and prepare to evacuate when possible or when directed by authorities.
      2. What are you saying to guests and staff?
      3. Ensure timely and regular communications with guests and staff.
      4. Organize caring response for immediate needs of guests and staff.
      5. If the hotel is not able to be occupied, what safe place are you relocating guests to?
      6. If you need to relocate guests, how quickly must you act to relocate them to a safe place?
      7. As needed, who can provide safe transport?
    5. Partner/Refuge Hotel
      1. What is the location and phone contact number for the refuge hotel?
      2. What is the status of your refuge hotel?
      3. Who is your point of contact at the refuge hotel?
      4. Have you set up an alternate command post at the refuge hotel?
      5. How will you relocate guests and staff to the refuge hotel?
    6. Identify near-term and longer term issues
      1. Provide trauma counseling and support. Coordinate with GPGS.
      2. Basics: Bottled water, food, shelter, communications, cash?
      3. Implement SSM and emergency plans as appropriate.
      4. When situation and response needs relax, consider deactivation planning.
      5. Coordinate with authorities for any witness interviews.
      6. Facility inspection and recovery?
    7. Damage Assessment Considerations
      1. What are the results of your preliminary damage assessment?
      2. What do you need to complete damage assessment/inspections?
      3. What is the time line for completing assessment/inspections?
    Active Shooter

    Messaging

    1. Alert Reporting
      1. 24-hour GPGS Alert Center – 1-414-359-1067
      2. SSM Conference Bridge Number – 1-312-626-6799 ID #513446
    2. Ensure Public Relations engaged for messaging to the following:
      1. At the hotel
        • What is the hotel saying to guests?
        • What is the hotel saying to meeting and events planners/coordinators?
        • What is the hotel saying to staff?
        • What is the hotel saying to the owner?
        • What is the hotel saying to the media? (see "For Corporate" below)
      2. For Omaha – Customer Reservation Staff
        • What information are you providing for reservations staff?
        • Who is the point person coordinating hotel inventory and cancellation fee waivers, etc.? (Omaha and hotel)
      3. For GPGS
        • Have you received a script from Hyatt for GPGS call center operators?
        • How are you managing GPGS reports and requests?
      4. For Social Media
        • Have you sent out a social media statement?
        • Who is the point person for social media for this incident?
      5. For Corporate
        • Internal Communications – Who is managing posting for Hyatt Connect?
        • Who is managing messaging for key clients?
        • Who is managing response from GPGS?
        • Who is managing requests from the media?
    Active Shooter

    Coordination Between Hotel, Region, and Corporate Public Relations

    Identify Hotel Public Relations Point of Contact:

    Identify Region Public Relations Point of Contact:

    Identify Corporate Public Relations Point of Contact:


    Active Shooter

    Materials/Supplies

    Consider critical supplies and materials for the special situations response. Think about what is needed initially on Day 1, then from Day 2 or 3 until Day 10 or however long the disruption may impact the hotel. Focus on critical supplies for the immediate period of response. Consider the following:

    1. Essential Supplies
      1. Bottled water
      2. Medicine – medical supplies, first aid
      3. Weather appropriate attire and covering – rescue blankets
      4. Hygiene materials – hand sanitizer, toilet paper, wet wipes, garbage bags
      5. Cash, checks and other methods of paying for materials and services
    2. Materials
      1. Weather appropriate emergency covering – ponchos, blankets, umbrellas, reflectors
      2. Snap-lights
      3. Flashlights
      4. Back-up batteries
      5. Maps/directions
      6. Emergency escape tools
    3. Communications
      1. Radios
      2. Cellular phones
      3. Satellite phones
      4. Smartphones
      5. Back-up batteries
      6. Recharging capability for radios, cell phones and laptop computers
    4. Transportation
      1. Top off vehicle fuel tanks as soon as possible
      2. Restrict use of vehicles to essential transportation

    ​

    Active Shooter

    SSM Team Leader

    1. Ensure guests are cared for and informed regularly
    2. Gather and organize Hotel SSM Team – lead the response effort!
    3. Meet as frequently as necessary – suggest meeting every two hours
    4. Ensure staff are briefed regularly
    5. Identify support needs for Region and Global Security
    6. Ensure guest and staff safety, accounting & transport
    7. Connect and coordinate with local response resources
    Active Shooter

    SSM Deputy Team Leader

    1. Establish SSM operations center
    2. Coordinate staffing requirements for operations – identify status, needs, availability
    3. Coordinate with Emergency Response Team contacts – evacuation routes and assembly points
    4. Ensure you have best available and longest lasting communications capability
    5. Provide key contact numbers to Corporate and Region
    6. Prepare to receive arriving Region and other support staff
    Active Shooter

    Public Relations/Media Communications

    1. Make contact with Public Relations at Corporate
    2. Messaging for: social media, key event planners, guests, staff, media
    3. Receive information from Omaha and GPGS; provide to SSM Team Leader
    4. Activate media, digital, social media, analyst monitoring
    5. What are your immediate needs?

    Active Shooter

    Security

    1. Coordinate with onsite emergency responders
    2. Secure perimeter and implement access controls to property
    3. Identify and respond to guest security needs
    4. Coordinate safety and security of transportation away from the hotel.
    5. What immediate support do you need?
    Active Shooter

    Engineering

    1. Ensure entire property is inspected for damage (structural damage, smoke damage, water damage, systems and utilities)
    2. Inspect and make safety-based decisions – secure gas, fuel, hazardous materials
    3. Make interim fixes for urgent areas when they can be completed safely
    4. Coordinate with SSM Team on need and urgency of inspector visits
    5. What immediate support do you need?
    Active Shooter

    Rooms

    1. Print hotel Emergency Guest Reports
    2. Guest accountability
    3. Guest safety and security
    4. Transport guests and staff to refuge hotels
    5. Identify guest needs for high urgency items, such as medication
    6. Coordinate with Human Resources with hospitals, families and authorities
    7. Keep airport team informed of the situation. Provide guidance on where to take any arriving guests and how to support them.
    8. What are your immediate needs?

    Active Shooter

    Human Resources

    1. Obtain list of all associates on duty
    2. Print list of all associates
    3. Account for employees
    4. Ensure employee safety
    5. Coordinate with GPGS on trauma counseling needs
    6. Coordinate with Public Relations on internal communications – messaging and delivery
    7. Coordinate with Rooms to establish liaison with hospitals, families and authorities
    8. Alert group insurance company in case of casualties
    9. What are your immediate needs?

    Active Shooter

    Finance

    1. Identify financial needs and issues
    2. Consider needs for cash, increasing limits on credit cards, other payment methods
    3. Ensure insurance involved in inspection processes
    4. Track expenses and requirements
    5. What are your immediate needs?
    Active Shooter

    Food and Beverage

    1. Establish and support food service requirements for evacuating guests, visitors, and staff
    2. Provide food and beverages for local emergency response teams
    3. Coordinate with Engineering on power generators to support refrigerators and freezers
    4. Coordinate with suppliers about pending orders and needs in the immediate future
    5. What are your immediate needs?

    Active Shooter

    Information Technology

    1. Ongoing systems support for response – provide connectivity and limited online capability
    2. Safe shut down for all other systems – what is at risk?
    3. Technology security provisions. Secure hardware as needed.
    4. Obtain communications or charging station access for evacuated guests, visitors, and employees
    5. What are your immediate needs?
    Active Shooter

    Actions/Considerations

    1. Notification/Receipt of Threat
      1. How was the threat received? – phone, message, e-mail, letter, security center, external agency, other?
      2. If phone call, was information captured on Bomb Threat Record?
      3. When was it received?
      4. Has law enforcement been notified?
      5. Has hotel made the SSM notification?
    2. Notification of Suspicious Package
      1. Where is the package?
      2. When was it noticed?
      3. What is suspicious about it?
      4. Notified law enforcement?
      5. Area around the package been cleared?
    3. Assessment for Action – Proceed with Caution, Evacuation Considerations
      1. What are the current operating conditions of the hotel?
      2. Is the threat inside or outside the hotel?
      3. What type of device? – package, luggage, vehicle, or other type?
      4. What is location and stand-off distance?
      5. What action would be most protective of guests?
    4. Communications (Messaging)
      1. Have authorities responded? What actions are they taking?
      2. Has the owner been notified?
    5. Search Teams
      1. Activate search teams
      2. Provide briefing on threat, areas for inspection, processes for checking and marking once completed and contingency plan if a potential device is found.
      3. If law enforcement has responded, consider pairing hotel team members with law enforcement to check and mark selected areas.
      4. Monitor and track completion of searches.
      5. Have additional threats or clarifying information been received? Via same or different method? What does the new information indicate?
    6. Guest Evacuation, Accounting and Safe Transport
      1. If the threat against the hotel prevents it from being occupied, what safe place are you relocating any remaining guests to?
      2. Ensure timely and regular communications with guests and staff.
      3. What are you saying to guests and staff?
      4. As needed, who can provide transport?
      5. If you need to relocate guests, how quickly must you act to relocate them to a safe place?
      6. Organize caring response for immediate needs of guests and staff.
      7. Communicate with arriving guests/airport team
    7. Coordination with Responding Authorities
      1. Who is responsible for meeting an briefing arriving law enforcement?
      2. Where is briefing area?
      3. What must the hotel provide to the responders? Details of the threat, maps and drawings and explanation of specific hazards and constraints. Who is responsible for delivering that information?
    8. Evidence Management
      1. Coordinate with law enforcement for interviews with PBX and other staff
      2. Preserve and control any physical evidence – letter, telephone recording, etc.
      3. Secure and preserve any electronic evidence such as photographs, CCTV images, phone recording, e-mails, etc.
    9. If detonation occurs
      1. See Explosion.
    Bomb Threat

    Messaging

    1. Notify GPGS to connect to Corporate Security; will include Omaha and Public Relations based on details of the situation
    2. Alert Reporting
      1. 24-hour GPGS Alert Center – 1-414-359-1067
      2. SSM Conference Bridge Number – 1-312-626-6799 ID #513446
    3. Ensure Public Relations engaged for messaging to the following:
      1. At the hotel
        • What is the hotel saying to guests?
        • What is the hotel saying to meeting and events planners/coordinators?
        • What is the hotel saying to staff?
        • What is the hotel saying to the owner?
      2. For Omaha – Customer Reservation Staff
        • What information are you providing for reservations staff?


    Bomb Threat

    Coordination between Hotel, Region and Corporate Public Relations

    Identify Hotel Public Relations Point of Contact

    Identify Region Public Relations Point of Contact

    Identify Corporate Public Relations Point of Contact



    Bomb Threat

    Public Relations/Media Communications

    1. Make contact with Public Relations at Corporate
    2. Messaging for: social media, key event planners, guests, staff, media
    3. Activate media, digital, social media, analyst monitoring
    4. What are your immediate needs?
    Bomb Threat

    Security

    1. Secure perimeter and implement access controls to property
    2. Coordinate with onsite emergency responders – support search teams, evacuations as called, establishing perimeters as requested
    3. Coordinate safety and security of assembly points
    4. Identify and respond to guests' security needs
    5. What immediate support do you need?
    Bomb Threat

    Engineering

    1. As a member of search team, ensure entire facility is inspected
    2. Be prepared to shut down gas lines and other central infrastructure
    3. If device is located, then coordinate actions with law enforcement and SSM Team
    4. What immediate support do you need?


    Bomb Threat

    Rooms

    1. Print hotel Emergency Guest Reports
    2. Guest accountability
    3. Guest safety and security
    4. Identify guest needs for high urgency items, such as medical assistance
    5. Keep airport team informed of the situation. Provide guidance on where to take any arriving guests and how to support them.
    6. What are your immediate needs?



    Bomb Threat

    Human Resources

    1. Obtain list of all associates on duty
    2. Print list of all associates
    3. Ensure employee safety and accountability
    4. Coordinate with Public Relations on internal communications – messaging and delivery
    5. What are your immediate needs?




    Bomb Threat

    Food and Beverage

    1. Consider food service requirements for evacuating guests, visitors, and staff (e.g., bottled water)
    2. Coordinate with suppliers about pending orders and needs in the immediate future
    3. What are your immediate needs?





    Bomb Threat

    Early Warning Actions/Considerations

    1. 96 hours prior to arrival – Activate SSM Team to evaluate potential and develop plans
      1. What are the current operating conditions of the hotel?
      2. What are vulnerabilities of hotel and area to wind, rain-driven flooding, coastal flooding and storm surge, including power, water and communications? What mitigating actions can be taken within the available time?
      3. What are anticipated needs of the hotel by department if storm impacts area directly? Define requirements for securing property, and for obtaining supplies and materials for operations during and following the passage of the storm. Develop department action plans.
      4. What is the projected path, size and strength of the storm? What are the main threats? Strong storms may create life threatening and property threatening conditions near landfall. All storms should be respected. All storms that have attained highest strength status should be considered very dangerous even if the strength is reduced prior to impact.
      5. Will guests likely need to leave? Will guests likely desire to leave? Coordinate with airport, airlines, embassies, and reservations center. Will you rely on a partner hotel in the region?
      6. Define expectations and action/departure time-lines – communicate to event planners, guests and reservation center. Inform Region and Global Security.
    2. 72 hours prior to arrival – Update evaluation; plan actions and evacuation
      1. Update the track, size and strength of the storm.
      2. What are authorities saying about transportation systems, evacuations and expectations?
      3. If hotel or area infrastructure is in the direct track or threatened areas, coordinate with reservation center any cancellation of events and notification of guests expected to arrive during or immediately after the storm.
      4. Communicate with guests and event planners about the storm, threats and plans for voluntary, recommended or required evacuations. Organize additional rides to the airport or any refuge hotels. Coordinate departures and travel.
      5. What is the status of each department? Update requirements for securing property, and for obtaining supplies and materials for operations during and following the passage of the storm.
      6. Develop staffing and communications plans for time from 24 hours prior to impact through duration of the storm. Send any members expected to remain at the hotel during the storm to their homes with guidance to prepare their family and property and return. Consider requests to allow family members to stay at the Hotel or other local arrangements.
    3. 48 hours prior to arrival – Finalize actions and implement plans
      1. Update the track, size and strength of the storm? What are local requirements based on storm forecast and government decisions?
      2. Evacuating guests should have departed or be departing within hours. Conduct walk-through of the hotel and ensure no unexpected people are present.
      3. Inspect the mitigating actions – removing outside movable furniture, garbage bins, flags and other items that may be damaged or become airborne and damage property or injure people.
      4. Receive and store all arriving supplies and materials. Ensure all battery-powered radios, flashlights and other devices will be fully charged prior to the arrival of the storm.
      5. Ensure staff plan is finalized; that any staff that will remain in the hotel are briefed and provided information on safety actions, first aid supplies, provisions, communications equipment and sleeping quarters. If any will remain, ensure there will be at least two staff.
      6. Notify GPGS of SSM threat.
    4. 24 hours prior to arrival – Final preparations
      1. Have all the guests departed for travel or for refuge?
      2. Has each department provided their completed action lists with any contingency plans for the duration of the storm?
      3. What are your security provisions?
      4. Have you tested all communications devices?
      5. Inform any staff remaining behind what to expect once the storm has passed. What initial facility inspections should they conduct and communicate?
      6. Are utilities and technology secured? Are remaining staff prepared to secure utilities and technology as needed?






    Cyclone

    Post Storm First Actions

    Step One

    • Alert emergency services (police, fire, emergency medical)

    Step Two

    • Ensure safety of, and account for, guests and associates

    Step Three

    • Prioritize response actions based on situational needs
      • Identify most urgent actions to take
      • Task team members to do them

    Step Four

    • Organize the situation
      • Initiate internal communication to
        Hyatt and owner
      • Initiate, if needed, external communication

    Step Five

    • Send SSM notification to 24-hour SSM Hotline
    Cyclone

    Post-Storm Actions/Considerations

    1. Assess the impact
      1. What are the current operating conditions of the hotel?
      2. What are your immediate needs, by function – such as Engineering, Human Resources, Security, Food & Beverage, etc.?
      3. Conduct preliminary damage assessment.
      4. Can the hotel or portions of the hotel be safely occupied?
      5. Is the situation stable? Do you expect additional flooding? What is status of local utilities?
    2. Guest Evacuation, Accounting and Safe Transport
      1. If the hotel is not able to be occupied, what safe place are you relocating any remaining guests to?
      2. Ensure timely and regular communications with remaining guests and staff.
      3. What are you saying to remaining guests and staff?
      4. As needed, who can provide safe transport?
      5. If you need to relocate guests, how quickly must you act to relate them to a safe place?
      6. Organize caring response for immediate needs of guests and staff.
      7. Communicate with arriving guests/airport team.
    3. Casualty Management
      1. What is your casualty assessment? Identify how many people are killed and injured and who they are.
      2. Do you have first aid and triage stations? – location, staffing, supplies
      3. Account for guests and staff transported to a hospital.
      4. Do you have any medical evacuation needs for guests or staff?
      5. Do you have any immediate medication needs for guests or staff, such as insulin?
    4. Partner/Refuge Hotel (if used)
      1. What is the status of your refuge hotel?
      2. What is the status of any guests sent to refuge hotels prior to storm's arrival?
      3. Have you set up an alternate command post at the refuge hotel?
      4. How will you relocate guests and staff to the refuge hotel?
      5. Who is your point of contact at the refuge hotel?
      6. What is the location and phone contact number for the refuge hotel?
    5. Identify near-term and longer term issues
      1. Basics: bottled water, shelter, food, communications , cash?
      2. Implement SSM and emergency plans as appropriate.
      3. Trauma counseling and support?
      4. Facility inspection and recovery?
      5. When situation and response needs relax, consider deactivation planning.
    6. Assess the damage
      1. What are the results of your preliminary damage assessment?
      2. What do you need to complete all damage assessment/inspections?
      3. What is your time line for completing assessment/inspections?
      4. What feedback are you receiving from staff members about their own families and property? What is the impact on staffing and expertise needed in response?



    Cyclone

    Messaging

    1. Alert Reporting
      1. 24-hour GPGS Alert Center – 1-414-359-1067
      2. SSM Conference Bridge Number – 1-312-626-6799 ID #513446
    2. Ensure Public Relations engaged for messaging to the following:
      1. At the hotel
        1. What is the hotel saying to guests?
        2. What is the hotel saying to meeting and events planners/coordinators?
        3. What is the hotel saying to staff?
        4. What is the hotel saying to the owner?
      2. For Omaha – Customer Reservation Staff
        1. What information are you providing for reservations staff?
        2. Who is the point person coordinating hotel inventory and cancellation fee waivers, etc.? (Omaha and hotel)
      3. For GPGS
        1. Have you received a script from Hyatt for GPGS call center operators?
        2. How are you managing GPGS reports and requests?
      4. For Social Media
        1. Have you sent out a social media statement?
        2. Who is the point person for social media for the event?
        3. What is guidance on using social media beyond social media statements?
      5. For Corporate
        1. Internal Communications – Who is managing posting for Hyatt Connect?
        2. Who is managing messaging for key clients?
        3. Who is managing response from GPGS?
        4. Who is managing requests from the media?




    Cyclone

    Coordination between Hotel, Region and Corporate Public Relations

    Identify Hotel Public Relations Point of Contact

    Identify Region Public Relations Point of Contact

    Identify Corporate Public Relations Point of Contact





    Cyclone

    Materials/Supplies

    Consider critical supplies and materials for the special situations response. Think about what is needed initially on Day 1, then from Day 2 or 3 until Day 10 or however long the disruption may impact the hotel. Focus on critical supplies for the immediate period of response. Consider the following:

    1. Essential Supplies
      1. Bottled water
      2. Medicine – medical supplies, first aid
      3. Weather appropriate attire and covering – rescue blankets
      4. Temporary shelter
      5. Hygiene materials – hand sanitizer, toilet paper, wet-wipes, garbage bags
      6. Generator fuel supplies – top off as soon as possible – conserve
      7. Cash, checks and other methods of paying for materials and services
    2. Materials
      1. Weather appropriate emergency covering – ponchos, blankets, umbrellas, reflectors
      2. Snap-lights
      3. Flashlights
      4. Back-up batteries
      5. Maps/directions
      6. Emergency escape tools
    3. Communications
      1. Radios
      2. Cellular phones
      3. Satellite phones
      4. Smart phones
      5. Back-up batteries
      6. Recharging capability for radios, cell phones and laptop computers
    4. Transportation
      1. Top off vehicle fuel tanks as soon as possible
      2. Restrict use of vehicles to essential transportation in order to conserve fuel






    Cyclone

    SSM Team Leader

    1. Ensure guests are cared for and informed regularly
    2. Gather and organize Hotel SSM Team – lead the response effort!
    3. Meet as frequently as necessary – suggest meeting every two hours
    4. Ensure staff are briefed regularly
    5. Identify support needs for Region and Global Security
    6. Ensure guest and staff safety, accounting & transport
    7. Connect and coordinate with local response resources
    8. Consider continuing impact of storm and loss of utilities on situation and safety – plan accordingly


    Cyclone

    SSM Deputy Team Leader

    1. Establish SSM operations center
    2. Coordinate staffing requirements for operations – identify status, needs, availability
    3. Determine impacts on staff families and property – support as resources are available
    4. Coordinate with emergency response team contacts – evacuation routes and assembly points
    5. Ensure you have best available and longest lasting communications capability
    6. Provide key contact numbers to Corporate and Region
    7. Prepare to receive arriving Region and other support staff



    Cyclone

    Public Relations/Media Communications

    1. Make contact with Public Relations at Corporate
    2. Messaging for: social media, key event planners, guests, staff, media
    3. Receive information from Omaha and GPGS; provide to SSM Team Leader
    4. Activate media, digital, social media, analyst monitoring
    5. What are your immediate needs?


    Cyclone

    Security

    1. Secure perimeter and implement access controls to property
    2. Identify and respond to guests' security needs
    3. Coordinate with onsite emergency responders
    4. Coordinate safety and security of routes for local transportation
    5. What immediate support do you need?



    Cyclone

    Engineering

    1. Ensure entire plant is inspected for damage
    2. Inspect and make safety-based decisions – secure gas, fuel, hazardous materials
    3. Coordinate with SSM Team on need and urgency of inspector visits
    4. Make interim fixes for urgent areas when they can be completed safely
    5. What immediate support do you need?




    Cyclone

    Rooms

    1. Print hotel Emergency Guest Reports
    2. Guest accountability
    3. Guest safety and security
    4. With Human Resources, provide liaison with hospitals and families of injured guests
    5. Transport guests and staff to refuge hotels
    6. Identify guest needs for high urgency items, such as medication
    7. Keep airport team informed of the situation. Provide guidance on where to take any arriving guests and how to support them.
    8. What are your immediate needs?




    Cyclone

    Human Resources

    1. Obtain list of all associates on duty
    2. Print list of all associates
    3. Ensure employee safety and accounting
    4. Coordinate with GPGS on trauma counseling needs
    5. Coordinate with Public Relations on internal communications – messaging and delivery
    6. Establish liaison with hospitals and families of injured staff; coordinate with Rooms
    7. Alert group insurance company in case of casualties
    8. What are your immediate needs?





    Cyclone

    Finance

    1. Consider needs for cash, increasing limits on credit cards, other payment methods
    2. Identify financial needs and issues
    3. Ensure insurance involved in inspection processes
    4. Track expenses and requirements
    5. What are your immediate needs?






    Cyclone

    Food and Beverage

    1. Establish and support food service requirements for evacuating guests, visitors, and staff
    2. Provide food and beverages for local emergency response teams
    3. Coordinate with Engineering on power generators to support refrigerators and freezers
    4. Coordinate with suppliers about pending orders and needs in the immediate future
    5. What are your immediate needs?







    Cyclone

    Information Technology

    1. Ongoing systems support for response – provide connectivity and limited online capability
    2. Safe shut down for all other systems – what is at risk?
    3. Technology security provisions. Secure hardware as needed.
    4. Obtain communications or charging station access for evacuated guests, visitors, and employees
    5. What are your immediate needs?








    Cyclone

    First Actions

    Step One

    • Alert emergency services (police, fire, emergency medical)

    Step Two

    • Ensure safety of, and account for, guests and associates

    Step Three

    • Prioritize response actions based on situational needs
      • Identify most urgent actions to take
      • Task team members to do them

    Step Four

    • Organize the situation
      • Initiate internal communication to
        Hyatt and owner
      • Initiate, if needed, external communication

    Step Five

    • Send SSM notification to 24-hour SSM Hotline
    Earthquake

    Actions/Considerations

    1. Assess the damage and impact
      1. What are the current operating conditions of the hotel?
      2. What are your immediate needs, by function – such as Engineering, Human Resources, Security, Food & Beverage, etc.?
      3. What are the results of your preliminary damage assessment?
      4. Can the hotel be safely occupied?
      5. What do you need to complete damage assessment/inspections?
      6. What is your time line for completing assessment/inspections?
      7. Is the situation stable? You can expect aftershocks or a tsunami – depending on location
    2. Communications (Messaging)
      1. Have you notified GPGS?
      2. Have authorities been notified?
      3. Has the owner been notified?
    3. Guest Evacuation, Accounting and Safe Transport
      1. If the hotel is not able to be occupied, what safe place are you relocating guests to?
      2. Ensure timely and regular communications with guests and staff
      3. What are you saying to guests and staff?
      4. As needed, who can provide safe transport?
      5. If you need to relocate guests, how quickly must you act to relate them to a safe place?
      6. Organize caring response for immediate needs of guests and staff.
      7. Communicate with arriving guests/airport team
    4. Casualty Management
      1. What is your casualty assessment? Identify how many people are killed and injured and who they are.
      2. Do you have first aid and triage stations? – location, staffing, supplies
      3. Account for guests and staff transported to a hospital.
      4. Do you have any medical evacuation needs for guests or staff?
      5. Do you have any immediate medication needs for guests or staff, such as insulin?
    5. Partner/Refuge Hotel
      1. What is the status of your refuge hotel?
      2. Have you set up an alternate command post at the refuge hotel?
      3. How will you relocate guests and staff to the refuge hotel?
      4. Who is your point of contact at the refuge hotel?
      5. What is the location and phone contact number for the refuge hotel?
    6. Identify near-term and longer term issues
      1. Basics: bottled water, shelter, food, communications, cash?
      2. Trauma counseling and support?
      3. SSM and emergency response?
      4. Facility inspection and recovery?
      5. Implement SSM and emergency plans as appropriate.
      6. When situation and response need relax, consider deactivation planning.










    Earthquake

    Messaging

    1. Alert Reporting
      24-hour GPGS Alert Center – 1-414-359-1067 
      SSM Conference Bridge Number – 1-312-626-6799 ID #513446
    2. Ensure Public Relations engaged for messaging to the following:
      1. At the hotel
        • What is the hotel saying to guests?
        • What is the hotel saying to meeting and events planners/coordinators?
        • What is the hotel saying to staff?
        • What is the hotel saying to the owner?
      2. For Omaha – Customer Reservation Staff
        • What information are you providing for reservations staff?
        • Who is the point person coordinating hotel inventory and cancellation fee waivers, etc.? (Omaha and hotel)
      3. For GPGS
        • Have you received a script from Hyatt for GPGS call center operators?
        • How are you managing GPGS reports and requests?
      4. For Social Media
        • Have you sent out a social media statement?
        • Who is the point person for social media for the event?
      5. For Corporate
        • Internal Communications – Who is managing posting for Hyatt Connect?
        • Who is managing messaging for key clients?
        • Who is managing response from GPGS?
        • Who is managing requests from the media?











    Earthquake

    Coordination Between Hotel, Region, and Corporate Public Relations

    Identify Hotel Public Relations Point of Contact

    Identify Region Public Relations Point of Contact

    Identify Corporate Public Relations Point of Contact




    Earthquake

    Materials/Supplies

    Consider critical supplies and materials for the special situations response. Think about what is needed initially on Day 1, then from Day 2 or 3 until Day 10 or however long the disruption may impact the hotel. Focus on critical supplies for the immediate period of response. Consider the following:

    1. Essential Supplies
      1. Bottled water
      2. Medicine – medical supplies, first aid
      3. Weather appropriate attire and covering – rescue blankets
      4. Temporary shelter
      5. Hygiene materials – hand-sanitizer, toilet paper, wet-wipes, garbage bags
      6. Generator fuel supplies – top off as soon as possible – conserve
      7. Cash, checks and other methods of paying for materials and services
    2. Materials
      1. Weather appropriate emergency covering – ponchos, blankets, umbrellas, reflectors
      2. Snap-lights
      3. Flashlights
      4. Back-up batteries
      5. Maps/directions
      6. Emergency escape tools
    3. Communications
      1. Radios
      2. Cellular phones
      3. Satellite phones
      4. Smart phones
      5. Back-up batteries
      6. Recharging capability for radios, cell phones and laptop computers
    4. Transportation
      1. Top off vehicle fuel tanks as soon as possible
      2. Restrict use of vehicles to essential transportation in order to conserve fuel




    Earthquake

    SSM Team Leader

    1. Ensure guests are cared for and informed regularly
    2. Gather and organize Hotel SSM Team – lead the response effort!
    3. Meet as frequently as necessary – suggest meeting every two hours
    4. Ensure staff are briefed regularly
    5. Identify support needs for Region and Global Security
    6. Ensure guest and staff safety, accounting & transport
    7. Connect and coordinate with local response resources
    8. Consider aftershock impact on situation and safety – plan accordingly



    Earthquake

    SSM Deputy Team Leader

    1. Establish SSM operations center
    2. Coordinate staffing requirements for operations – identify status, needs, availability
    3. Coordinate with emergency response team contacts – evacuation routes and assembly points
    4. Ensure you have best available and longest lasting communications capability
    5. Provide key contact numbers to Corporate and Region
    6. Prepare to receive arriving Region and other support staff




    Earthquake

    Public Relations/Media Communications

    1. Make contact with Public Relations at Corporate
    2. Messaging for: social media, key event planners, guests, staff, media
    3. Receive information from Omaha and GPGS; provide to SSM Team Leader
    4. Activate media, digital, social media, analyst monitoring
    5. What are your immediate needs?





    Earthquake

    Security

    1. Secure perimeter and implement access controls to property
    2. Identify and respond to guests' security needs
    3. Coordinate with onsite emergency responders
    4. What immediate support do you need?






    Earthquake

    Engineering

    1. Ensure entire plant is inspected for damage
    2. Inspect and make safety-based decisions – secure gas, fuel, hazardous materials
    3. Coordinate with SSM Team on need and urgency of inspector visits
    4. Make interim fixes for urgent areas when they can be completed safely
    5. What immediate support do you need?







    Earthquake

    Rooms

    1. Print hotel Emergency Guest Reports
    2. Guest accountability
    3. Guest safety and security
    4. Transport guests and staff to refuge hotels
    5. Identify guest needs for high-urgency items
    6. Keep airport team informed of the situation, providing guidance on where to take any arriving guests and how to support them
    7. What are your immediate needs?








    Earthquake

    Human Resources

    1. Obtain list of all associates on duty
    2. Print list of all associates
    3. Ensure employee safety and accounting
    4. Coordinate with GPGS on trauma counseling needs
    5. Coordinate with Public Relations on internal communications – messaging and delivery
    6. Establish liaison with hospitals and families
    7. Alert group insurance company in case of casualties
    8. What are your immediate needs?









    Earthquake

    Finance

    1. Consider needs for cash, increasing limits on credit cards, other payment methods
    2. Identify financial needs and issues
    3. Ensure insurance involved in inspection processes
    4. Track expenses and requirements
    5. What are your immediate needs?










    Earthquake

    Food and Beverage

    1. Establish and support food service requirements for evacuating guests, visitors, and staff
    2. Provide food and beverages for local emergency response teams
    3. Coordinate with Engineering on power generators to support refrigerators and freezers
    4. Coordinate with suppliers about pending orders and needs in the immediate future
    5. What are your immediate needs?











    Earthquake

    Information Technology

    1. Ongoing systems support for response – provide connectivity and limited online capability
    2. Safe shut down for all other systems – what is at risk?
    3. Technology security provisions. Secure hardware as needed.
    4. Obtain communications or charging station access for evacuated guests, visitors, and employees
    5. What are your immediate needs?
    Earthquake

    First Actions

    Step One

    • Alert emergency services (police, fire, emergency medical)

    Step Two

    • Ensure safety of, and account for, guests and associates

    Step Three

    • Prioritize response actions based on situational needs
      • Identify most urgent actions to take
      • Task team members to do them

    Step Four

    • Organize the situation
      • Initiate internal communication to
        Hyatt and owner
      • Initiate, if needed, external communication

    Step Five

    • Send SSM notification to 24-hour SSM Hotline
    Explosion

    Actions/Considerations

    1. Assess the impact
      1. What are the current operating conditions of the hotel?
      2. Was the explosion an isolated incident? What is potential for other explosions/violence?
      3. Are guests and staff sheltering in place or evacuating?
      4. What are your immediate needs, by function – such as Engineering, Human Resources, Security, Food & Beverage, etc.?
      5. Can any part of the hotel by safely occupied?
      6. Is the situation stable? Can impacted areas be isolated?
    2. Communications (Messaging)
      1. Have you notified GPGS?
      2. Have authorities been notified?
      3. Has the owner been notified?
    3. Casualty Management
      1. What is your casualty assessment? Identify how many people are killed and injured and who they are.
      2. Do you have first aid and triage stations? – location, staffing, supplies
      3. Account for guests and staff transported to a hospital.
      4. Do you have any medical evacuation needs for guests or staff?
      5. Do you have any immediate medication needs for guests or staff, such as insulin?
    4. Guest Evacuation, Accounting and Safe Transport
      1. What are you saying to guests and staff?
      2. Ensure timely and regular communications with guests and staff
      3. Organize caring response for immediate needs of guests and staff.
      4. If the hotel is not able to be occupied, what safe place are you relocating guests to?
      5. If you need to relocate guests, how quickly must you act to relocate them to a safe place?
      6. As needed, who can provide safe transport?
      7. Communicate with arriving guests/airport team
    5. Partner/Refuge Hotel
      1. What is the location and phone contact number for the refuge hotel?
      2. What is the status of your refuge hotel?
      3. Who is your point of contact at the refuge hotel?
      4. Have you set up an alternate command post at the refuge hotel?
      5. How will you relocate guests and staff to the refuge hotel?
    6. Identify near-term and longer term issues
      1. Safety and protection of evacuating guests and staff
      2. Basics: bottled water, food, shelter, communications, cash?
      3. Implement SSM and emergency plans as appropriate.
      4. Trauma counseling and support?
      5. When situation and response needs relax, consider deactivation planning.
      6. Facility inspection and recovery?
    7. Damage Assessment Considerations
      1. What are the results of your preliminary damage assessment
      2. What do you need to complete damage assessment/inspections?
      3. What is the time line for completing assessment/inspections?
    Explosion

    Messaging

    1. Alert Reporting
      1. 24-hour GPGS Alert Center – 1-414-359-1067
      2. SSM Conference Bridge Number – 1-312-626-6799 ID #513446
    2. Ensure Public Relations engaged for messaging to the following:
      1. At the hotel
        • What is the hotel saying to guests?
        • What is the hotel saying to meeting and events planners/coordinators?
        • What is the hotel saying to staff?
        • What is the hotel saying to the owner?
        • What is the hotel saying to the media? (see "For Corporate" below)
      2. For Omaha – Customer Reservation Staff
        • What information are you providing for reservations staff?
        • Who is the point person coordinating hotel inventory and cancellation fee waivers, etc.? (Omaha and hotel)
      3. For GPGS
        • Have you received a script from Hyatt for GPGS call center operators?
        • How are you managing GPGS reports and requests?
      4. For Social Media
        • Have you sent out a social media statement?
        • Who is the point person for social media for this incident?
        • What are you learning from social media? Useful?
      5. For Corporate
        • Internal Communications – Who is managing posting for Hyatt Connect?
        • Who is managing messaging for key clients?
        • Who is managing response from GPGS?
        • Who is managing requests from the media?
    Explosion

    Coordination Between Hotel, Region, and Corporate Public Relations

    Identify Hotel Public Relations Point of Contact

    Identify Region Public Relations Point of Contact

    Identify Corporate Public Relations Point of Contact


    Explosion

    Materials/Supplies

    Consider critical supplies and materials for the special situations response. Think about what is needed initially on Day 1, then from Day 2 or 3 until Day 10 or however long the disruption may impact the hotel. Focus on critical supplies for the immediate period of response. Consider the following:

    1. Essential Supplies
      • Bottled water
      • Medicine – medical supplies, first aid, respirator masks (N95)
      • Weather appropriate attire and covering – rescue blankets
      • Hygiene materials – hand sanitizer, toilet paper, wet-wipes, garbage bags
      • Cash, checks and other methods of paying for materials and services
    2. Materials
      • Weather appropriate emergency covering – ponchos, blankets, umbrellas, reflectors
      • Snap-lights
      • Flashlights
      • Back-up batteries
      • Maps/directions
      • Emergency escape tools
    3. Communications
      • Radios
      • Cellular phones
      • Satellite phones
      • Smart phones
      • Back-up batteries
      • Recharging capability for radios, cell phones and laptop computers
    4. Transportation
      • Top off vehicle fuel tanks as soon as possible
      • Safety and security of transportation away from the property
      • Restrict use of vehicles to essential transportation



    Explosion

    SSM Team Leader

    1. Ensure guests are cared for and informed regularly
    2. Gather and organize Hotel SSM Team – lead the response effort!
    3. Meet as frequently as necessary – suggest meeting every two hours
    4. Ensure staff are briefed regularly
    5. Identify support needs for Region and Global Security
    6. Ensure guest and staff safety, accounting & transport
    7. Connect and coordinate with local response resources



    Explosion

    SSM Deputy Team Leader

    1. Establish SSM operations center
    2. Coordinate staffing requirements for operations – identify status, needs, availability
    3. Coordinate with emergency response team contacts – evacuation routes and assembly points
    4. Ensure you have best available and longest lasting communications capability
    5. Provide key contact numbers to Corporate and Region
    6. Prepare to receive arriving Region and other support staff




    Explosion

    Public Relations/Media Communications

    1. Make contact with Public Relations at Corporate
    2. Messaging for: social media, key event planners, guests, staff, media
    3. Receive information from Omaha and GPGS; provide to SSM Team
    4. Activate media, digital, social media, analyst monitoring
    5. What are your immediate needs?





    Explosion

    Security

    1. Coordinate with onsite emergency responders
    2. Secure perimeter and implement access controls to property
    3. Identify and respond to guest security needs
    4. Coordinate safe transportation routes with law enforcement/authorities
    5. What immediate support do you need?






    Explosion

    Engineering

    1. Ensure entire property is inspected for damage(structural damage, smoke damage, water damage, systems and utilities)
    2. Inspect and make safety-based decisions – secure gas, fuel, hazardous materials
    3. Make interim fixes for urgent areas when they can be completed safely
    4. Coordinate with SSM Team on need and urgency of inspector visits
    5. What immediate support do you need?







    Explosion

    Rooms

    1. Print hotel Emergency Guest Reports
    2. Guest accountability
    3. Guest safety and security
    4. Coordinate with HR in establishing liaison with hospitals, authorities & families
    5. Transport guests and staff to refuge hotels
    6. Identify guest needs for high urgency items, such as medication
    7. Keep airport team informed of the situation. Provide guidance on where to take any arriving guests and how to support them.
    8. What are your immediate needs?








    Explosion
    Explosion

    Human Resources

    1. Obtain list of all associates on duty
    2. Print list of all associates
    3. Account for employees
    4. Ensure employee safety
    5. Coordinate with GPGS on trauma counseling needs
    6. Coordinate with Public Relations on internal communications – messaging and delivery
    7. Establish liaison with hospitals, authorities, and families
    8. Alert group insurance company in case of casualties
    9. What are your immediate needs?









    Finance

    1. Identify financial needs and issues
    2. Consider needs for cash, increasing limits on credit cards, other payment methods
    3. Ensure insurance involved in inspection processes
    4. Track expenses and requirements
    5. What are your immediate needs?










    Explosion

    Food and Beverage

    1. Establish and support food service requirements for evacuating guests, visitors, and staff
    2. Provide food and beverages for local emergency response teams
    3. Coordinate with Engineering on power generators to support refrigerators and freezers
    4. Coordinate with suppliers about pending orders and needs in the immediate future
    5. What are your immediate needs?











    Explosion

    Information Technology

    1. Ongoing systems support for response – provide connectivity and limited online capability
    2. Safe shut down for all other systems – what is at risk?
    3. Technology security provisions. Secure hardware as needed.
    4. Obtain communications or charging station access for evacuated guests, visitors, and employees
    5. What are your immediate needs?












    Explosion

    First Actions

    Step One

    • Alert emergency services (police, fire, emergency medical)

    Step Two

    • Ensure safety of, and account for, guests and associates

    Step Three

    • Prioritize response actions based on situational needs
      • Identify most urgent actions to take
      • Task team members to do them

    Step Four

    • Organize the situation
      • Initiate internal communication to
        Hyatt and owner
      • Initiate, if needed, external communication

    Step Five

    • Send SSM notification to 24-hour SSM Hotline
    Fire

    Actions/Considerations

    1. Assess the impact
      1. What are the current operating conditions of the hotel?
      2. What are your immediate needs, by function – such as Engineering, Human Resources, Security, Food & Beverage, etc.?
      3. Can any part of the hotel by safely occupied?
      4. Is the situation stable? Has the fire department cleared the building?
    2. Communications (Messaging)
      1. Have you notified GPGS?
      2. Have authorities been notified?
      3. Has the owner been notified?
    3. Casualty Management
      1. What is your casualty assessment? Identify how many people are killed and injured and who they are.
      2. Do you have first aid and triage stations? – location, staffing, supplies
      3. Account for guests and staff transported to a hospital.
      4. Do you have any medical evacuation needs for guests or staff?
      5. Do you have any immediate medication needs for guests or staff, such as insulin?
    4. Guest Evacuation, Accounting and Safe Transport
      1. What are you saying to guests and staff?
      2. Ensure timely and regular communications with guests and staff
      3. Organize caring response for immediate needs of guests and staff.
      4. If the hotel is not able to be occupied, what safe place are you relocating guests to?
      5. If you need to relocate guests, how quickly must you act to relocate them to a safe place?
      6. As needed, who can provide safe transport?
      7. Communicate with arriving guests/airport team
    5. Partner/Refuge Hotel
      1. What is the location and phone contact number for the refuge hotel?
      2. What is the status of your refuge hotel?
      3. Who is your point of contact at the refuge hotel?
      4. Have you set up an alternate command post at the refuge hotel?
      5. How will you relocate guests and staff to the refuge hotel?
    6. Identify near-term and longer term issues
      1. Basics: bottled water, food, shelter, communications, cash?
      2. Implement SSM and emergency plans as appropriate.
      3. Trauma counseling and support?
      4. When situation and response needs relax, consider deactivation planning.
      5. Facility inspection and recovery?
    7. Damage Assessment Considerations
      1. What are the results of your preliminary damage assessment
      2. What do you need to complete damage assessment/inspections?
      3. What is the time line for completing assessment/inspections?
    Fire

    Messaging

    1. Alert Reporting
      1. 24-hour GPGS Alert Center – 1-414-359-1067
      2. SSM Conference Bridge Number – 1-312-626-6799 ID #513446
    2. Ensure Public Relations engaged for messaging to the following:
      1. At the hotel
        • What is the hotel saying to guests?
        • What is the hotel saying to meeting and events planners/coordinators?
        • What is the hotel saying to staff?
        • What is the hotel saying to the owner?
        • What is the hotel saying to the media? (see "For Corporate" below)
      2. For Omaha – Customer Reservation Staff
        • What information are you providing for reservations staff?
        • Who is the point person coordinating hotel inventory and cancellation fee waivers, etc.? (Omaha and hotel)
      3. For GPGS
        • Have you received a script from Hyatt for GPGS call center operators?
        • How are you managing GPGS reports and requests?
      4. For Social Media
        • Have you sent out a social media statement?
        • Who is the point person for social media for this incident?
      5. For Corporate
        • Internal Communications – Who is managing posting for Hyatt Connect?
        • Who is managing messaging for key clients?
        • Who is managing response from GPGS?
        • Who is managing requests from the media?
    Fire

    Coordination Between Hotel, Region, and Corporate Public Relations

    Identify Hotel Public Relations Point of Contact

    Identify Region Public Relations Point of Contact

    Identify Corporate Public Relations Point of Contact













    Fire

    Materials/Supplies

    Consider critical supplies and materials for the special situations response. Think about what is needed initially on Day 1, then from Day 2 or 3 until Day 10 or however long the disruption may impact the hotel. Focus on critical supplies for the immediate period of response. Consider the following:

    1. Essential Supplies
      1. Bottled water
      2. Medicine – medical supplies, first aid, respirator masks (N95)
      3. Weather appropriate attire and covering – rescue blankets
      4. Hygiene materials – hand sanitizer, toilet paper, wet-wipes, garbage bags
      5. Cash, checks and other methods of paying for materials and services
    2. Materials
      1. Weather appropriate emergency covering – ponchos, blankets, umbrellas, reflectors
      2. Snap-lights
      3. Flashlights
      4. Back-up batteries
      5. Maps/directions
      6. Emergency escape tools
    3. Communications
      1. Radios
      2. Cellular phones
      3. Satellite phones
      4. Smartphones
      5. Back-up batteries
      6. Recharging capability for radios, cell phones and laptop computers
    4. Transportation
      1. Top off vehicle fuel tanks as soon as possible
      2. Restrict use of vehicles to essential transportation
    Fire

    SSM Team Leader

    1. Ensure guests are cared for and informed regularly
    2. Gather and organize Hotel SSM Team – lead the response effort!
    3. Meet as frequently as necessary – suggest meeting every two hours
    4. Ensure staff are briefed regularly
    5. Identify support needs for Region and Global Security
    6. Ensure guest and staff safety, accounting & transport
    7. Connect and coordinate with local response resources
    Fire

    SSM Deputy Team Leader

    1. Establish SSM operations center
    2. Coordinate staffing requirements for operations – identify status, needs, availability
    3. Coordinate with emergency response team contacts – evacuation routes and assembly points
    4. Ensure you have best available and longest lasting communications capability
    5. Provide key contact numbers to Corporate and Region
    6. Prepare to receive arriving Region and other support staff













    Fire

    Public Relations/Media Communications

    1. Make contact with Public Relations at Corporate
    2. Messaging for: social media, key event planners, guests, staff, media
    3. Receive information from Omaha and GPGS; provide to SSM Team Leader
    4. Activate media, digital, social media, analyst monitoring
    5. What are your immediate needs?













    Fire

    Security

    1. Coordinate with onsite emergency responders
    2. Secure perimeter and implement access controls to property
    3. Identify and respond to guest security needs
    4. What immediate support do you need?













    Fire

    Engineering

    1. Ensure entire property is inspected for damage (structural damage, smoke damage, water damage, systems and utilities)
    2. Inspect and make safety-based decisions – secure gas, fuel, hazardous materials
    3. Make interim fixes for urgent areas when they can be completed safely
    4. Coordinate with SSM Team on need and urgency of inspector visits
    5. What immediate support do you need?













    Fire

    Rooms

    1. Print hotel Emergency Guest Reports
    2. Guest accountability
    3. Guest safety and security
    4. Transport guests and staff to refuge hotels
    5. Identify guest needs for high urgency items
    6. Keep airport team informed of the situation. Provide guidance on where to take any arriving guests and how to support them.
    7. What are your immediate needs?













    Fire

    Human Resources

    1. Obtain list of all associates on duty
    2. Print list of all associates
    3. Account for employees
    4. Ensure employee safety
    5. Coordinate with GPGS on trauma counseling needs
    6. Coordinate with Public Relations on internal communications – messaging and delivery
    7. Establish liaison with hospitals and families
    8. Alert group insurance company in case of casualties
    9. What are your immediate needs?
    Fire

    Finance

    1. Identify financial needs and issues
    2. Consider needs for cash, increasing limits on credit cards, other payment methods
    3. Ensure insurance involved in inspection processes
    4. Track expenses and requirements
    5. What are your immediate needs?













    Fire

    Food and Beverage

    1. Establish and support food service requirements for evacuating guests, visitors, and staff
    2. Provide food and beverages for local emergency response teams
    3. Coordinate with Engineering on power generators to support refrigerators and freezers
    4. Coordinate with supplier about pending orders and needs in the immediate future
    5. What are your immediate needs?













    Fire

    Information Technology

    1. Ongoing systems support for response – provide connectivity and limited online capability
    2. Safe shut down for all other systems – what is at risk?
    3. Technology security provisions. Secure hardware as needed.
    4. Obtain communications or charging station access for evacuated guests, visitors, and employees
    5. What are your immediate needs?













    Fire

    Early Warning Actions/Considerations

    On recognition or notification – Activate Emergency and SSM Team

    1. What are vulnerabilities of hotel and immediate area to coastal or river flooding? Is the hotel in flood warning zone?
    2. How much distance and relief are between the Hotel and the coast or river? If protected by levees, what are the details of the flooding potential?
    3. How much time do you have?
    4. Based on notification of flooding, you may have hours before the arrival of the destructive flood. If so, consider evacuation to higher ground or more protected area.
    5. If you are reacting to a sudden flood in your vicinity, notify people by all possible means to flee to higher ground. If impact is imminent, relocate to higher floors of the hotel.
    Flooding

    Post Flood First Actions

    Step One

    • Alert emergency services (police, fire, emergency medical)

    Step Two

    • Ensure safety of, and account for, guests and associates

    Step Three

    • Prioritize response actions based on situational needs
      • Identify most urgent actions to take
      • Task team members to do them

    Step Four

    • Organize the situation
      • Initiate internal communication to
        Hyatt and owner
      • Initiate, if needed, external communication

    Step Five

    • Send SSM notification to 24-hour SSM Hotline
    Flooding

    Post Flood Impact Actions/Considerations

    1. Assess the damage and impact
      1. What are the current operating conditions of the hotel?
      2. What are your immediate needs, by function – such as Engineering, Human Resources, Security, Food & Beverage, etc.?
      3. Conduct a preliminary damage assessment.
      4. Can the hotel or portions of the hotel be safely occupied?
      5. Is the situation stable? Do you expect additional flooding? What is status of local utilities? How long will the immediate area be flooded?
    2. Communications (Messaging)
      1. Have you notified GPGS?
      2. Has the owner been notified?
    3. Guest Evacuation, Accounting and Safe Transport
      1. If the hotel is not able to be occupied, what safe place are you relocating any remaining guests to?
      2. Ensure timely and regular communications with guests and staff
      3. What are you saying to guests and staff?
      4. As needed, who can provide safe transport?
      5. If you need to relocate guests, how quickly must you act to relate them to a safe place?
      6. Organize caring response for immediate needs of guests and staff.
      7. Communicate with arriving guests/airport team
    4. Casualty Management
      1. What is your casualty assessment?
      2. Do you have any medical evacuation needs for guests or staff?
      3. Do you have any immediate medication needs for guests or staff, such as insulin?
    5. Partner/Refuge Hotel (if used)
      1. What is the status of your refuge hotel?
      2. What is the status of any guests sent to refuge hotels prior to flood's arrival?
      3. Have you set up an alternate command post at the refuge hotel?
      4. How will you relocate guests and staff to the refuge hotel?
      5. Who is your point of contact at the refuge hotel?
      6. What is the location and phone contact number for the refuge hotel?
    6. Identify near-term and longer term issues
      1. Basics: bottled water, shelter, food, communications , cash?
      2. Implement SSM and emergency plans as appropriate.
      3. Facility inspection and recovery?
    7. Assess the damage
      1. What are the results of your preliminary damage assessment?
      2. What do you need to complete all damage assessment inspections?
      3. What is your time line for completing assessment inspections?
      4. What feedback are you receiving from staff members about their own families and property? What is the impact on staffing and expertise needed in response?
    Flooding

    Messaging

    1. Alert Reporting
      1. 24-hour GPGS Alert Center – 1-414-359-1067
      2. SSM Conference Bridge Number – 1-312-626-6799 ID #513446
    2. Ensure Public Relations engaged for messaging to the following:
      1. At the hotel
        1. What is the hotel saying to guests?
        2. What is the hotel saying to meeting and events planners/coordinators?
        3. What is the hotel saying to staff?
        4. What is the hotel saying to the owner?
      2. For Omaha – Customer Reservation Staff
        1. What information are you providing for reservations staff?
        2. Who is the point person coordinating hotel inventory and cancellation fee waivers, etc.? (Omaha and hotel)
      3. For GPGS
        1. Have you received a script from Hyatt for GPGS call center operators?
        2. How are you managing GPGS reports and requests?
      4. For Social Media
        1. Has a social media statement been prepared?
        2. Who is the point person for social media for the event?
      5. For Corporate
        1. Internal Communications – Who is managing posting for Hyatt Connect?
        2. Who is managing messaging for key clients?
        3. Who is managing response from GPGS?
        4. Who is managing requests from the media?
    Flooding

    Coordination between Hotel, Region and Corporate Public Relations

    Identify Hotel Public Relations Point of Contact

    Identify Region Public Relations Point of Contact

    Identify Corporate Public Relations Point of Contact

    Flooding

    Materials/Supplies

    Consider critical supplies and materials for the special situations response. Think about what is needed initially on Day 1, then from Day 2 or 3 until Day 10 or however long the disruption may impact the hotel. Focus on critical supplies for the immediate period of response. Consider the following:

    1. Essential Supplies
      1. Bottled water
      2. Medicine – medical supplies, first aid
      3. Weather appropriate attire and covering – rescue blankets
      4. Temporary shelter
      5. Hygiene materials – hand sanitizer, toilet paper, wet-wipes, garbage bags
      6. Generator fuel supplies – top off as soon as possible – conserve
      7. Cash, checks and other methods of paying for materials and services
    2. Materials
      1. Weather appropriate emergency covering – ponchos, blankets, umbrellas, reflectors
      2. Waders and life-jackets for staff that must enter standing water – WARN all against entering moving water during a flood.
      3. Snap-lights
      4. Flashlights
      5. Back-up batteries
      6. Maps/directions
      7. Emergency escape tools
    3. Communications
      1. Radios
      2. Cellular phones
      3. Satellite phones
      4. Smartphones
      5. Back-up batteries
      6. Recharging capability for radios, cell phones and laptop computers
    4. Transportation
      1. Top off vehicle fuel tanks as soon as possible
      2. Restrict use of vehicles to essential transportation in order to conserve fuel
    Flooding

    SSM Team Leader

    1. Ensure guests are cared for and informed regularly
    2. Gather and organize Hotel SSM Team – lead the response effort!
    3. Meet as frequently as necessary – suggest meeting every two hours
    4. Ensure staff are briefed regularly
    5. Identify support needs for Region and Global Security
    6. Ensure guest and staff safety, accounting & transport
    7. Connect and coordinate with local response resources
    Flooding

    SSM Deputy Team Leader

    1. Establish SSM operations center
    2. Coordinate staffing requirements for operations – identify status, needs, availability
    3. Determine impacts on staff families and property – support as resources are available
    4. Coordinate with emergency response team contacts – evacuation routes and assembly points
    5. Ensure you have best available and longest lasting communications capability
    6. Provide key contact numbers to Corporate and Region
    7. Prepare to receive arriving Region and other support staff





    Flooding

    Public Relations/Media Communications

    1. Make contact with Public Relations at Corporate
    2. Messaging for: social media, key event planners, guests, staff, media
    3. Receive information from Omaha and GPGS; provide to SSM Team Leader
    4. Activate media, digital, social media, analyst monitoring
    5. What are your immediate needs?












    Flooding

    Security

    1. Secure perimeter and implement access controls to property
    2. Identify and respond to guests' security needs
    3. Coordinate with onsite emergency responders
    4. Coordinate safety and security of transportation routes
    5. What immediate support do you need?














    Flooding

    Engineering

    1. Ensure entire plant is inspected for damage
    2. Inspect and make safety-based decisions – secure gas, fuel, hazardous materials
    3. Coordinate with SSM Team on need and urgency of inspector visits
    4. Make interim fixes for urgent areas when they can be completed safely
    5. What immediate support do you need?















    Flooding

    Rooms

    1. Print hotel Emergency Guest Reports
    2. Guest accountability
    3. Guest safety and security
    4. With Human Resources, provide liaison with hospitals and families of injured guests
    5. Transport guests and staff to refuge hotels
    6. Identify guest needs for high urgency items, such as medication
    7. Keep airport team informed of the situation. Provide guidance on where to take any arriving guests and how to support them.
    8. What are your immediate needs?













    Flooding

    Human Resources

    1. Obtain list of all associates on duty
    2. Print list of all associates
    3. Ensure employee safety and accounting
    4. Coordinate with GPGS on trauma counseling needs
    5. Coordinate with Public Relations on internal communications – messaging and delivery
    6. Establish liaison with hospitals and families
    7. Alert group insurance company in case of casualties
    8. What are your immediate needs?
    Flooding

    Finance

    1. Consider needs for cash, increasing limits on credit cards, other payment methods
    2. Identify financial needs and issues
    3. Ensure insurance involved in inspection processes
    4. Track expenses and requirements
    5. What are your immediate needs?















    Flooding

    Food and Beverage

    1. Establish and support food service requirements for evacuating guests, visitors, and staff
    2. Provide food and beverages for local emergency response teams
    3. Coordinate with Engineering on power generators to support refrigerators and freezers
    4. Coordinate with suppliers about pending orders and needs in the immediate future
    5. What are your immediate needs?












    Flooding

    Information Technology

    1. Ongoing systems support for response – provide connectivity and limited online capability
    2. Safe shut down for all other systems – what is at risk?
    3. Technology security provisions. Secure hardware as needed.
    4. Obtain communications or charging station access for evacuated guests, visitors, and employees
    5. What are your immediate needs?




    Flooding

    Early Warning Actions/Considerations

    On recognition or notification – Activate Emergency and SSM Team
    1. If you are reacting to an earthquake in your vicinity, notify people by all possible means to relocate to higher ground. If impact is imminent, move to higher floors of the hotel.
    2. What are vulnerabilities of hotel and immediate area to coastal flooding and storm surge? Is the hotel in a tsunami warning zone?
    3. How much distance and relief are between the hotel and the coast?
    4. How much time do you have?
    5. Based on notification of an earthquake in a remote location, you may have hours before the arrival of the destructive tsunami wave. If so, organize evacuation to higher ground or more protected area.
    6. Notify GPGS of SSM threat.















    Tsunami

    Post Tsunami First Actions

    Step One

    • Alert emergency services (police, fire, emergency medical)

    Step Two

    • Ensure safety of, and account for, guests and associates

    Step Three

    • Prioritize response actions based on situational needs
      • Identify most urgent actions to take
      • Task team members to do them

    Step Four

    • Organize the situation
      • Initiate internal communication to
        Hyatt and owner
      • Initiate, if needed, external communication

    Step Five

    • Send SSM notification to 24-hour SSM Hotline
    Tsunami

    Post Tsunami Impact Actions/Considerations

    1. Assess the damage and impact
      1. What are the current operating conditions of the hotel?
      2. What are your immediate needs, by function – such as Engineering, Human Resources, Security, Food & Beverage, etc.?
      3. What are the results of your preliminary damage assessment?
      4. Can the hotel by safely occupied?
      5. What do you need to complete all damage assessment/inspections?
      6. What is your time line for completing assessment/inspections?
      7. Is the situation stable? Do you expect additional tsunami waves? What is the status of local utilities?
    2. Guest Evacuation, Accounting and Safe Transport
      1. If the hotel is not able to be occupied, what safe place are you relocating any remaining guests to?
      2. Ensure timely and regular communications with remaining guests and staff
      3. What are you saying to guests and staff?
      4. As needed, who can provide safe transport?
      5. If you need to relocate guests, how quickly must you act to relate them to a safe place?
      6. Organize caring response for immediate needs of guests and staff.
      7. Communicate with arriving guests/airport team
    3. Casualty Management
      1. What is your casualty assessment? Identify how many people are killed and injured and who they are.
      2. Do you have first aid and triage stations? – location, staffing, supplies
      3. Account for guests and staff transported to a hospital.
      4. Do you have any medical evacuation needs for guests or staff?
      5. Do you have any immediate medication needs for guests or staff, such as insulin?
    4. Partner/Refuge Hotel (if used)
      1. What is the status of your refuge hotel?
      2. Have you set up an alternate command post at the refuge hotel?
      3. How will you relocate guests and staff to the refuge hotel?
      4. Who is your point of contact at the refuge hotel?
      5. What is the location and phone contact number for the refuge hotel?
    5. Identify near-term and longer term issues
      1. Basics: bottled water, shelter, food, communications, cash?
      2. Trauma counseling and support?
      3. Implement SSM and emergency plans as appropriate.
      4. Facility inspection and recovery?
      5. When situation and response needs relax, consider deactivation planning.
    Tsunami

    Messaging

    1. Alert Reporting
      1. 24-hour GPGS Alert Center – 1-414-359-1067
      2. SSM Conference Bridge Number – 1-312-626-6799 ID #513446
    2. Ensure Public Relations engaged for messaging to the following:
      1. At the hotel
        1. What is the hotel saying to guests?
        2. What is the hotel saying to meeting and events planners/coordinators?
        3. What is the hotel saying to staff?
        4. What is the hotel saying to the owner?
      2. For Omaha – Customer Reservation Staff
        1. What information are you providing for reservations staff?
        2. Who is the point person coordinating hotel inventory and cancellation fee waivers, etc.? (Omaha and hotel)
      3. For GPGS
        1. Have you received a script from Hyatt for GPGS call center operators?
        2. How are you managing GPGS reports and requests?
      4. For Social Media
        1. Have you sent out a social media statement?
        2. Who is the point person for social media for the event?
      5. For Corporate
        1. Internal Communications – Who is managing posting for Hyatt Connect?
        2. Who is managing messaging for key clients?
        3. Who is managing response from GPGS?
        4. Who is managing requests from the media?
    Tsunami

    Coordination between Hotel, Region and Corporate Public Relations

    Identify Hotel Public Relations Point of Contact

    Identify Region Public Relations Point of Contact

    Identify Corporate Public Relations Point of Contact







    Tsunami

    Materials/Supplies

    Consider critical supplies and materials for the special situations response. Think about what is needed initially on Day 1, then from Day 2 or 3 until Day 10 or however long the disruption may impact the hotel. Focus on critical supplies for the immediate period of response. Consider the following:

    1. Essential Supplies
      1. Bottled water
      2. Medicine – medical supplies, first aid
      3. Weather appropriate attire and covering – rescue blankets
      4. Temporary shelter,
      5. Hygiene materials – hand sanitizer, toilet paper, wet-wipes, garbage bags
      6. Generator fuel supplies – top off as soon as possible – conserve
      7. Cash, checks and other methods of paying for materials and services
    2. Materials
      1. Weather appropriate emergency covering – ponchos, blankets, umbrellas, reflectors
      2. Snap-lights
      3. Flashlights
      4. Back-up batteries
      5. Maps/directions
      6. Emergency escape tools
    3. Communications
      1. Radios
      2. Cellular phones
      3. Satellite phones
      4. Smartphones
      5. Back-up batteries
      6. Recharging capability for radios, cell phones and laptop computers
    4. Transportation
      1. Top off vehicle fuel tanks as soon as possible
      2. Restrict use of vehicles to essential transportation in order to conserve fuel
    Tsunami

    SSM Team Leader

    1. Ensure guests are cared for and informed regularly
    2. Gather and organize Hotel SSM Team – lead the response effort!
    3. Meet as frequently as necessary – suggest meeting every two hours
    4. Ensure staff are briefed regularly
    5. Identify support needs for Region and Global Security
    6. Ensure guest and staff safety, accounting & transport
    7. Connect and coordinate with local response resources






    Tsunami

    SSM Deputy Team Leader

    1. Establish SSM operations center
    2. Coordinate staffing requirements for operations – identify status, needs, availability
    3. Coordinate with Emergency Response Team contacts – evacuation routes and assembly points
    4. Ensure you have best available and longest lasting communications capability
    5. Provide key contact numbers to Corporate and Region
    6. Prepare to receive arriving Region and other support staff






    Tsunami

    Public Relations/Media Communications

    1. Make contact with Public Relations at Corporate
    2. Messaging for: social media, key event planners, guests, staff, media
    3. Receive information from Omaha and GPGS; provide to SSM Team Leader
    4. Activate media, digital, social media, analyst monitoring
    5. What are your immediate needs?






    Tsunami

    Security

    1. Secure perimeter and implement access controls to property
    2. Identify and respond to guests' security needs
    3. Coordinate with onsite emergency responders
    4. Coordinate safety and security of transportation routes
    5. What immediate support do you need?






    Tsunami

    Engineering

    1. Ensure entire plant is inspected for damage
    2. Inspect and make safety-based decisions – secure gas, fuel, hazardous materials
    3. Coordinate with SSM Team on need and urgency of inspector visits
    4. Make interim fixes for urgent areas when they can be completed safely
    5. What immediate support do you need?






    Tsunami

    Rooms

    1. Print hotel Emergency Guest Reports
    2. Guest accountability
    3. Guest safety and security
    4. Coordinate with Human Resources to provide liaison with hospitals and families
    5. Transport guests and staff to refuge hotels
    6. Identify guest needs for high urgency items, such as medication
    7. Keep airport team informed of the situation. Provide guidance on where to take any arriving guests and how to support them.
    8. What are your immediate needs?






    Tsunami

    Human Resources

    1. Obtain list of all associates on duty
    2. Print list of all associates
    3. Ensure employee safety and accounting
    4. Coordinate with GPGS on trauma counseling needs
    5. Coordinate with Public Relations on internal communications – messaging and delivery
    6. Establish liaison with hospitals and families
    7. Alert group insurance company in case of casualties
    8. What are your immediate needs?






    Tsunami

    Finance

    1. Consider needs for cash, increasing limits on credit cards, other payment methods
    2. Identify financial needs and issues
    3. Ensure insurance involved in inspection processes
    4. Track expenses and requirements
    5. What are your immediate needs?






    Tsunami

    Food and Beverage

    1. Establish and support food service requirements for evacuating guests, visitors, and staff
    2. Provide food and beverages for local emergency response teams
    3. Coordinate with Engineering on power generators to support refrigerators and freezers
    4. Coordinate with suppliers about pending orders and needs in the immediate future
    5. What are your immediate needs?






    Tsunami

    Information Technology

    1. Ongoing systems support for response – provide connectivity and limited online capability
    2. Safe shut down for all other systems – what is at risk?
    3. Technology security provisions. Secure hardware as needed.
    4. Obtain communications or charging station access for evacuated guests, visitors, and employees
    5. What are your immediate needs?






    Tsunami

    Background Considerations

    1. Bomb threat
      1. A verbal or written threat to detonate an explosive device to cause damage to property and/or harm individuals.
    2. Suspicious package
      1. An item for which the owner cannot be located or identified, or the circumstances surrounding it are uncertain.
    3. Warning
      1. When conducting a search effort and a suspicious device or package is located, DO NOT handle it or touch it. Notify the authorities and let them inspect it.
      2. Clear the area and establish controls to prevent others from entering the vicinity until the threat is resolved.
    Bomb Threat
    Press the phone icons below to access the call-in numbers. It may be necessary to press and hold the Conference Bridge icon/phone number and then select "Call." The meeting ID will be automatically entered, there will be a pause and then a prompt to enter the access code. Alternatively, use the Zoom link to join the meeting in the Zoom app.

    Food and Beverage

    1. Follow protocol within food safety management system.
    2. Ensure hygiene monitoring system is being followed.
    3. Consider food service requirements as a result of the incident.
    4. Coordinate with suppliers about pending orders and needs in the immediate future
    5. What are your immediate needs?











    Foodborne Illness

    Human Resources

    1. Obtain list of all associates on duty
    2. Print list of all associates
    3. Ensure employee safety and accountability
    4. Coordinate with Public Relations on internal communications – messaging and delivery
    5. What are your immediate needs?











    Foodborne Illness

    Rooms

    1. Print hotel Emergency Guest Reports
    2. Guest accountability
    3. Guest safety and security
    4. Identify guest needs for high urgency items, such as medical assistance
    5. Keep airport team informed of the situation. Provide guidance on where to take any arriving guests and how to support them.
    6. What are your immediate needs?











    Foodborne Illness

    Engineering

    1. Be prepared to shut down food prep and serving areas.
    2. Be prepared to support Head Chef/Hygiene Officer
    3. What immediate support do you need?











    Foodborne Illness

    Security

      1. Can Security be utilized to assist in preservation of evidence?
      2. Coordinate with onsite emergency responders and food control authorities.
      3. Assist in isolating guests and colleagues.
      4. Assist in securing evacuated rooms.










    Foodborne Illness

    Public Relations/Media Communications

    1. Make contact with Public Relations at Corporate
    2. Messaging for: social media, key event planners, guests, staff, media
    3. Activate media, digital, social media, analyst monitoring
    4. What are your immediate needs?









      Foodborne Illness

      Coordination between Hotel, Region and Corporate Public Relations

      Identify Hotel Public Relations Point of Contact

      Identify Region Public Relations Point of Contact

      Identify Corporate Public Relations Point of Contact









      Foodborne Illness

      Messaging

      1. Notify GPGS to connect to Corporate Security; will include Omaha and Public Relations based on details of the situation
      2. Alert Reporting
        1. 24-hour GPGS Alert Center – 1-414-359-1067
        2. SSM Conference Bridge Number – 1-312-626-6799 ID #513446
      3. Ensure Public Relations engaged for messaging to the following:
        1. At the hotel
          • What is the hotel saying to guests?
          • What is the hotel saying to meeting and events planners/coordinators?
          • What is the hotel saying to staff?
          • What is the hotel saying to the owner?
        2. For Omaha – Customer Reservation Staff
          • What information are you providing for reservations staff?










      Foodborne Illness

      Actions/Considerations

        1. Assess the damage and impact
          1. What is the current operating condition of the hotel?
          2. Is the incident suspected or confirmed?
          3. Was the incident localized or widespread?
          4. What was the likely source of the illness?
          5. Who is in charge of preservation of evidence?
          6. Has food control authority been notified?
          7. Has the hotel made the SSM notification?
        2. Communications (Messaging)
          1. Have authorities responded? What actions are they taking?
          2. Has the owner been notified?
          3. Have all guests and associates been notified?
          4. Have symptoms been communicated to guests and colleagues?
          5. Can Send Word Now be utilized to notify hotel teams?
          6. Are incident reports being created and updated? Who is responsible for this?
        3. Contamination considerations
          1. Where will affected person(s) be isolated?
          2. How will affected person(s) be triaged?
          3. Who will clear person(s) for entry to non-contaminated areas?
          4. How will clearance of non-affected person(s) be conducted?
          5. How will food preparation and serving areas be isolated?
        4. Coordination with responding authorities
          1. Who is responsible for meeting and briefing arriving authorities?
          2. Where is the briefing area?
          3. What must the hotel provide to the responders (details of the incident)? Who will deliver this information?
        5. Damage Assessment Considerations
          1. What are the results of your preliminary damage assessment?
          2. What do you need to complete damage assessment/inspections?
          3. What is the time line for completing assessment/inspections?
        Foodborne Illness

        First Actions

        Step One

        • Alert emergency services (food control authority, emergency medical)

        Step Two

        • Head Chief/Hygiene Officer contact Manager on Duty and coordinate with guests and associates reporting or suffering symptoms

        Step Three

        • Prioritize response actions based on situational needs
          • Identify most urgent actions to take
          • Task team members to do them

        Step Four

        • Organize the situation
          • Initiate internal communication to
            Hyatt and owner
          • Initiate, if needed, external communication

        Step Five

        • Send SSM notification to 24-hour SSM Hotline
        Foodborne Illness