International Hotel & Restaurant Association

65 Years of Service to the Global Hospitality Industry

Impact of Natural Disasters, Terrorist

Attacks & EpidemicsOn Hospitality Industry

Presented by Dr Ghassan Aidi, President

Natural Disasters are…. Destructive and tragic events

that harm people, the environment, and economies.

Alter lives. Personal tragedy through injury or loss of loved ones.

Heath Crisis

Epidemic such as SARS or Bird Flu are dominated by emotional aspects.

Dealing with Epidemic crisis is very difficult and hard to predict its outcome

It’s up to Local Government as well as the International Organizations to resolve this matter

Hospitality Industry isHospitality Industry is Especially vulnerable to Especially vulnerable to

disasters & crisis disasters & crisis

It is a soft target for terror groups

The Hospitality Industry

We invest heavily in marketing campaigns and customer relationship management to foster customer Loyalty. This huge investments can be destroyed in hours, if our guests are not given the protection and help they expect in a time of need.

Terrors Attacks

“The Unlawful Use of Force Against Persons or Property to Intimidate a Government, the Civilian Population, or Hospitality Industry will not serve the Political or Social Objectives.”

(Source IH&RA)

Causes of Attacks

WarsSocial

ConflictsExtremism

Mr. Francesco Frangialli, WTO

“..despite the continuing large number of global threats, their impact on international tourism is tailing off..”

Direct & Indirect Impact

Direct Hotels damages Docks/Marinas Landscaping Restaurants Transportation

vehicles Cultural attractions Historical museums

Indirect Occupancy rates Lower tourist

expenditure Lower tax revenue Cost of promotions

to counteract negative image from media

Cham Palaces & Hotels (IH&RA member)

And

Royal Regency Int’l Hotels (IH&RA Member)

Risk Management Plan

CPH and RRIH CPH and RRIH IH&RA MembersIH&RA Members

Risk ManagementRisk ManagementStatement Statement

RRIH Hotels & CPH are committed to the safety and security of their guests and employees, as well as

their Assets.

RRIH & CPH HOTELS RRIH & CPH HOTELS Risk Management Risk Management

PolicyPolicyIt is their policy in the event of a

disaster to: Protect their guests and employees Limit the property loss Communicate & Restore the hotels to

normal operations quickly and safely.

RRIH & CPH RRIH & CPH Risk Management Risk Management

What we didWhat we did Royal Regency Hotels has taken appropriate steps

to strengthen the security of our hotels. A task force committee was deployed with the

question of ‘how prepared are we’ The committee devised a Disaster Contingency Plan

based on levels of threat (green, Orange &Red). The committee devised a strategy to deal with a

Disaster before, during and after a crisis.

STAFF TRAINING

PLAN BY STAGE

OF DISASTER

THREATLEVEL SYSTEM

IMPLEMENTEDSECURITY

ENHANCEMNTS

WHAT WEDID

Royal Regency Hotels Royal Regency Hotels Risk Management Risk Management Security EnhancementSecurity Enhancement

Digital CCTVDigital CCTV Vehicle checkpointVehicle checkpoint Established checkpoints Established checkpoints

at entrancesat entrances Barricades were Barricades were

installed installed

Metal detector screening Metal detector screening all all

Luggage screening Luggage screening Limited times for Limited times for

deliveriesdeliveries Laminated GlassLaminated Glass

Threat Level

Low

Severe

High

Specific action steps are taken depending on the level of threat (from low to severe) as determined by the local authorities and our intelligence data.

“Green”• Review bomb threat, evacuation plan, & fire procedures with staffReview bomb threat, evacuation plan, & fire procedures with staff

• Background checks on EmployeesBackground checks on Employees

• Stationing Security guards at hotel entrance Stationing Security guards at hotel entrance

• Security patrols of interiorSecurity patrols of interior

• Electrical, boiler and pump rooms securedElectrical, boiler and pump rooms secured

• Round the clock monitoring of CCTVRound the clock monitoring of CCTV

• All visitors to pass through metal detectorsAll visitors to pass through metal detectors

• Restricting parking near the hotelRestricting parking near the hotel

• Inspecting all vehicles driving up to the hotel entranceInspecting all vehicles driving up to the hotel entrance

• All staff go through a Loss Prevention trainingAll staff go through a Loss Prevention training

ThreatThreat Level LowLevel Low

“Orange”• No storage of luggage unless inspectedNo storage of luggage unless inspected• Entrance doors restricted to minimumEntrance doors restricted to minimum• Parking / Garage close to hotel restrictedParking / Garage close to hotel restricted• Security patrols around the clockSecurity patrols around the clock• Restriction of photo taking or video recordingRestriction of photo taking or video recording• Current lists of Employees and guests Current lists of Employees and guests

updated to head officeupdated to head office• No vendor allowed into hotel without a hotel No vendor allowed into hotel without a hotel

employee escortemployee escort

ThreatThreat Level Level HighHigh

“Red”• Metal detector screening of all persons entering hotelMetal detector screening of all persons entering hotel• Guest’s luggage inspectedGuest’s luggage inspected• Identification required and recorded for all vehicles Identification required and recorded for all vehicles

entering parking lotsentering parking lots• No vehicles unattended around hotelNo vehicles unattended around hotel• All vehicles inspected prior to entry in parking lotsAll vehicles inspected prior to entry in parking lots• Parking beneath the hotel is not allowedParking beneath the hotel is not allowed• Emergency items at hand (Flashlights, batteries ..etc.)Emergency items at hand (Flashlights, batteries ..etc.)• No luggage storageNo luggage storage

ThreatThreat Level SevereLevel Severe

Cham Disaster ManagementPlanning

Pre Crisis

During Crisis

Post Crisis

“By taking proactive safeguards, rather than reactive measures, the hospitality industry can minimize risk efficiently and cost effectively. The important point is not to wait until a major crisis occurs. The time to assess risks and build security and crisis management systems is before-not after-a crisis

By Dr. Ghassan AIDI, Barcelona 2005

IH&RA & APELL

Background

In 2005, IH&RA was invited by the UN Environment Programme (UNEP) to participate in a tender for a Post-Tsunami Relief project funded by the European Union under the Asia Pro Eco Programme II B.

Using the UNEP programme for Awareness and Preparedness for Emergencies at the Local Level APELL, the project is designed to improve the ability of coastal tourism communities to deal with disaster management by establishing mechanisms and processes for disaster preparedness and reduction.

The tender was awarded to UNEP in September 2006.

The project will run from October 2006 to September 2008 in three pilot destinations: Kannyakumari (India); Pattong and Phi Phi Island (Thailand)

IH&RA & APELL

• Working with chain & independent hoteliers via the IH&RA membership network

- GMs & CSO of international and national hospitality chains

- GMs & CSOs of independent properties

• Working with local project managers via this network

• Drawing on the experience of International Chains:

- Sharing Crisis Management Plans

- Developing Hospitality Security Guidelines

• Drawing on the experience of National Associations

e.g. Caribbean Hurricane Procedures Manual

IH&RA Global Council onSecurity

Objective: in synergy with the UNEP APELL project, draft Security Guidelines for Hospitality Operators

Stage 1 – Assess vulnerability & determine response

•Establish Crisis Management Strategy & Team

• Execute & Audit the Crisis Management Plan

• Evaluate Performance

Stage 2 – Train & Prepare

- Use of warning systems

- Crisis-specific prevention/preparation

- Implementation & Testing

Stage 3 – Recovery

IH&RA & APELL

Working via : Thai Hotel Association

-Chanin Donavanik, President-Prakit Chinamourphong, Vice President

Fed. of Hotel & Restaurant Assocs of India FHRAI-Manbeer Choudhary, President

Hotel Association of India - HAI- R.K. Puri, Secretary-General

Dr. Ghassan AIDIPresidentInternational Hotels & Restaurants Association (France)Cham Palaces & Hotels (USA,SYRIA,JORDAN,LEBANON)ROYAL REGENCY INTERNATIONAL HOTELS(USA,EGYPT, ABU DHABI,MINSK,SYRIA)

International Hotel & Restaurant Association

65 Years of Service to the Global Hospitality Industry