Question

What should be done in the case of death of an In-house guest in the hotel?

Hint:

In the event of a guest’s death, quick action and sensitivity are crucial. Follow all legal and hotel protocols to manage the situation with dignity and respect.

Answer 1

In the unfortunate event of the death of an in-house guest, the hotel staff should follow a series of procedures to manage the situation professionally and respectfully. The steps to be taken include:
1. Inform Authorities:
Immediately contact the local authorities, such as the police, to report the incident. They will need to investigate and confirm the cause of death.
2. Notify the Family:
Once the authorities have been informed, attempt to contact the guest’s family or next of kin, in a sensitive manner. This should be done as soon as possible.
3. Secure the Room:
Ensure that the guest’s room is secured and all belongings are left undisturbed for further investigation.
4. Notify Senior Management:
Inform the hotel management and legal team to ensure all steps are followed in accordance with local laws and hotel policies.
5. Handle Finances:
Make arrangements to settle the guest’s bill, ensuring that payment is handled according to the guest’s records or the family’s preferences.
6. Prepare for Media Inquiries:
If necessary, the hotel should be prepared to handle media inquiries. The management should respond to any public relations questions with sensitivity and professionalism.
7. Offer Support:
Provide support to other guests and staff affected by the incident. Ensuring that the situation is handled discreetly and with empathy is essential.
These procedures should be carried out with professionalism and respect for both the deceased guest and their family, as well as the other guests and hotel staff.