A Strong Partner for Sustainable Development

Module
in
THC 102
 
RISK MANAGEMENT AS APPLIED TO
SAFETY, SECURITY AND SANITATION
 
 
 
 

 
College of Business and Management
BSHM
i
 
WPU-QSF-ACAD-82A Rev. 00 (09.15.20)
 
 Module No. 2

IDENTIFICATION OF SAFETY AND SECURITY

REQUIREMENT,

PREVENTIVE PROCEDURES FOR SAFETY AND

SECURITY,

RESPONSE TO EMERGENCY SITUATIONS, AND

FEEDBACK TO MANAGEMENT ON SAFETY AND

SECURITY PROCEDURES

2nd Semester 2020-2021

Prepared by:

JOSEPH C. LLANTO
EDEL MIKEL ALI P. MAUTE
Faculty

ii
Table of Contents (Chapter Contents, Page)

Title Page i
Table of Contents ii
Instructions to the User iii
Introduction iv
MODULE 2 1
Overview 1
Learning Outcomes 1
Pre-test 2
Lesson 4 3
Learning Outcomes 3
Time Allotment 3
Discussion 3
Exercises/Activities 22
Post-test 24
Lesson 5 25
Learning Outcomes 25
Time Allotment 25
Discussion 25
Exercises/Activities 34
Post-test 36
Lesson 6 37
Learning Outcomes 37
Time Allotment 37
Discussion 37
Exercises/Activities 48
Post-test 50
References 51

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INSTRUCTION TO THE USER

This module would provide you an educational experience while independently

accomplishing the task at your own pace or time. It aims as well to ensure that learning
is unhampered by health and other challenges. It covers the topic about Identification of
safety and security requirement, preventive procedures for safety and security, response
to emergency situations and feedback to management on safety and security procedures.

Reminders in using this module:

1. Keep this material neat and intact.

2. Answer the pretest first to measure what you know and what to be
learned about the topic discussed in this module.
3. Accomplish the activities and exercises as aids and reinforcement for
better understanding of the lessons.
4. Answer the post-test to evaluate your learning.
5. Do not take pictures in any parts of this module nor post it to social
media platforms.
6. Value this module for your own learning by heartily and honestly
answering and doing the exercises and activities. Time and effort were
spent in the preparation in order that learning will still continue
amidst this Covid-19 pandemic.
7. Observe health protocols: wear mask, sanitize and maintain physical
distancing.

Hi! I’m Blue Bee, your WPU Mascot.

Welcome to Western Philippines University!

Shape your dreams with quality learning experience.

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 STAY SAFE AND HEALTHY!
Introduction

The student will develop knowledge, skills and values on the basic
principles of personal hygiene, food safety and sanitation as applied in tourism
and hospitality industry. Topics include the following: compliance with
workplace hygiene procedures, establishment and maintenance of a safe and
secure workplace, implementation of occupational health and safety procedures
and Performing basic First Aid procedures.

Additionally, at the end of this module, the students must be able to

differentiate the three main tasks of risk assessment-risk identification, risk
analysis, and risk evaluation in the context of risk management subsequently
applied in tourism and hospitality industries aspect of safety, security, and
sanitation.

Disclaimer: This Module is prepared for instructional purposes only. The

teacher does not claim ownership of this module but patterned the ideas from
different authors.

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 MODULE 2
RISK ASSESSMENT AS APPLIED TO SAFETY AND SECURITY

OVERVIEW

Philippine Statistics Authority (PSA) in the 2015/2016 integrated survey on

labor and employment (ISLE) which is conducted every two years highlighted the
number of occupational accidents reached a total of 44, 739 in 2015, a decline of 5.7
percent from the 47, 440 occupational accidents reported in 2013. Despite this
reduction, the resulting occupational injuries as an aftermath of these occupational
accidents in 2015 grew by 3.8 percent from 49, 118 in 2013 to 50, 961.
Further, across industries, manufacturing accounted for the highest shares
of total occupational injuries in 2015 and 2013 at 50.4 percent (25,667) and 48.1
percent (23,641), respectively. This was followed by wholesale and retail trade;
repair of motor vehicles and motorcycles with 11.4 percent and 11.7 percent in 2015
and 2013, respectively. The least share of occupational injuries for 2015 annd 2013
was registered in repair of computers and personal and household goods and other
personal service activities at 0.2 percent (96 cases) and 0.3 percent (136 cases),
respectively.
To address these concerns, the Philippines Senate and the House of
Representatives enacted Republic Act 11058 or the Act of Strengthening
Compliance with Occupational Safety and Health (OSH) Standards and Providing
Penalties for Violations and President Rodrigo R. Duterte signed it into law last
august 17, 2018.

LEARNING OUTCOMES

At the end of the module, you can:

1. Describe relevant legislation on safety and security requirements;

2. Inform authority of serious potential risks, safety hazards, and security
breaches;
3. Document appropriate safety and security actions;
4. Act appropriately to emergency situations;
5. Follow emergency response procedures; and
6. Ask help in emergency situations from pertinent authority personnel.

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 PRE-TEST
Instructions:

 Answer the following questions and write your answer on the given
space.
 Result of this test is confidential and will not be used as a basis of your
work performance.

TRUE OR FALSE

___________1. Standard emergency management plan can only be revised in

terms of deviation.

___________2. The presence of a deranged person can be considered as an

emergency situation in a group tour.

___________3. It is not recommended for emergency ambulance call takers to

give medical advice over the telephone to assist with the patient's needs until the
ambulance arrives.

___________4. Where there has been a need to respond to an emergency

situation, it is a standard practice to complete nominated documentation to record
the event and the action taken.

___________5. No staff member is ever expected to deal with an emergency on

their own.

___________6. Fire department, ambulance, police are some of the examples of

seeking assistance might mean calling.

___________7. Reports can be spoken or written.

___________8. Earthquakes, tsunamis, bushfires/wild fires are example of

Natural calamities.

___________9. Management or employers will always expect employees to show

initiative and provide recommendations to solve identified problems with safety
and security procedures.

___________10. The maintenance form is to provide the basis for initiating

repairs/ service to nominated gear, equipment, and items.

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 LESSON 4
A. Learning Outcomes

At the end of the lesson, you can:

1. Describe relevant legislation on safety and security requirements;

2. Illustrate business enterprise safety and security policies and procedures;
and
3. Attain relevant safety and security information about tour, trip or event.

B. Time Allotment

3 hours (Week 1)

C. Discussion

IDENTIFICATION OF SAFETY AND SECURITY REQUIREMENT

a. Legislated Safety and Security Requirements

b. Provision for Safety and Security Policies and Procedures

c. Resources Availability to Support Required Safety and Security

d. Consequences of Failing to Follow Safety and Security Procedures

e. Authority and Responsibility for Safety and Security

f. Acquisition of Tour, Trip, or Event Safety and Security Information

A. LEGISLATED SAFETY AND SECURITY REQUIREMENTS

Occupational safety and health in country is primarily

governed by the Philippine Constitution of 1987, which
states that under Article XII, Section 3:
 The State shall afford full protection to
labor, local and Overseas, organized and
unorganized, and promote full
employment and equality of employment
opportunities for all. It shall guarantee the
rights of all workers to self- organization,
Source: osh.svg
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 collective bargaining and negotiations, and peaceful concerted activities,
including the right to strike in accordance with law. They shall be entitled to
security of tenure, humane conditions of work, and a living wage. They shall
also participate in policy and decision-making processes affecting their
rights and benefits as may be provided by law.
 The State shall promote the principle of shared responsibility between
workers and employers and the preferential use of voluntary modes in
settling disputes, including conciliation, and shall enforce their mutual
compliance therewith to foster industrial peace.
 The State shall regulate the relations between workers and employers,
recognizing the right of labor to its just share in the fruits of production and
the right of enterprises to reasonable returns on investments, and to
expansion and growth.

The legal basis of Occupational Safety and Health

(OSH) laws in the Philippines is the Presidential
Decree 442 otherwise known as Labor Code of the
Philippines. It was passed in 1974 and the relevant
provisions on OSH was contained under Book IV of
the Labor Code. The primary contents of the Labor
Code include revised and consolidated labor and
social laws to afford full protection to labor, promote
employment and human resources development, and
ensure industrial peace based on social justice. The
Department of Labor and Employment (DOLE)
thrusts were also based on this law which are the:
promotion of employment and human resources
Source: hsuwa.com.au
development, maintenance of industrial peace, and workers' protection and
welfare.

DOLE, being the lead agency in implementing and enforcing OSH policies and
practices, possesses enforcement and rule- making powers in particular with
regard to the following laws and standard:

- Philippine Labor Code on prevention, compensation;

- The Administrative Code on Enforcement of Safety
and Health Standards;
- The Occupational Safety and Health Standards
(OSHS);
- Executive Order 307 creating the Occupational Safety
and Health Center under the Employees
Compensation Commission;
- Presidential Decree 626 Employees Compensation and
State Insurance Fund;
- Hazard-specific laws regarding anti-sexual
harassment;
- RA 9165 Comprehensive Drugs Act of 2002;
Source: hungryjpeg.com
- RA 8504 National HIV/AIDS Law of 1998; and
- RA 11058 Act of Strengthening Compliance with Occupational Safety and
Health (OSH) Standards and Providing Penalties for Violations.

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 Laws and Regulations Under Jurisdiction of Government Organizations other
than DOLE:

- Department of Health: Sanitation Code;

- Department of Agriculture: Fertilizer and Pesticides Act;
- Department of Environment and Natural Resources: RA 6969, Ratification
of Stockholm Convention, Chemical Control Order, Mining Law (small scale
and large);
- RA 9185 Comprehensive Dangerous Drugs Act of 2002;
- RA 6541 National Building Code of the Philippines;
- RA 6969 Toxic Substances Act; and
- RA 9231 Special Protection of Children against Child Abuse, Exploitation
and Discrimination Act.

International OSH Conventions

Since the Philippines became a member of the International Labor

Organization (ILO) in 1948, it has ratified 31 ILO Conventions including
some related to safety and health. Initiatives are on the way to consider for
ratification ILO Convention 155 on Occupational Health Services as well as
the new ILO Convention on Agriculture. Adopted at the 95th ILO
Conference, a Promotional Framework Convention on Occupational Safety
and Health and its accompanying recommendation promote the
development of a "preventative safety and health culture."

As such, legislation is designed to:

- Protect workers and members of the public from accident, injury, or loss;
- Present advice and direction on action which needs to be taken to optimize
safety and security;
- Create confidence among the public (domestic and international) in the safe
and responsible conduct and operation of businesses in the country-which is
an important consideration in optimizing travel and tourism; and
- Provide penalties for breaches and non-compliance which will act as
motivation to comply with what is required.

B. PROVISION FOR SAFETY AND SECURITY POLICIES AND

PROCEDURES

With the legal framework for safety and security, employers will provide a
wide range of policies and procedures for employees to follow in order to optimize
workplace safety and security.

- Justifications for organizations to develop safety and security policies and

procedures.

Tourism-related organizations prepare and develop safety and security

policies and procedures in order to:

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  Comply with legislated requirements to avoid penalties and create a good
corporate citizen image and good corporate governance;
 Reduce the likelihood of accidents and injury to avoid Customer complaint,
reduction of repeat business, incidence of legal suit, damage to equipment
and facilities, and public embarrassment;
 Provide consistent and standardized dealing with or handling of common
operational problems and circumstances, thus; consistency in the delivery of
quality goods and services to achieve customers experience consistency;
 Increase efficiency and effectiveness of business operational activities and
processes as applied to marketing, production (operation), human capital,
and finance;
 Reflect the unique nature of organizations with passion for details of safety
and security protocols; and
 Facilitate staff training in required practices based on training needs analysis
and plans.

The Philippine government through Bureau of

Working Conditions, Department of Labor and
Employment, the International Labor Organization
(ILO) Manila Office and the tripartite sectors, the
revisions to the OSH Standards were approved in
August 1989. With the latest improvements in the
Standards, all establishments covered will now be
provided with a better tool for promoting and
maintaining a safe and conducive working
environment. It contains administrative
requirements, general safety and health rules,
technical safety regulations, and other measures to
eliminate or reduce OSH hazards in the workplace.
Source: betterfactories.org

Likewise, provisions for communicating workplace safety and security protocols

shall be in-placed. Some way of communicating workplace safety and security
protocols are as follows:

 New employees' orientation program;

 Mandatory safety and security training to cover all relevant protocols to
individual job roles and responsibilities;
 Townhall assemblies or similar activities as venue for employees to raise
safety and security concerns with management
 Inclusion of safety and security a regular agenda item in staff meetings and
management meetings;
 Creation of workplace-based safety and security teams or committees; and
 Inclusion of all safety and security protocols in staff handbooks or company's
intranets.
- Use of personal protective clothing and equipment

Personal protective equipment (PPE) can help manage/ control safety and
security in some instances. Many organizations will have policies and procedures
relating to the use of PPE and clothing by:

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1. Employees - to protect them when they undertake
certain duties or engage in certain activities. Common
duties/activities will include:
- Cleaning and dealing with chemicals;
- Dealing with hot products, food, or drinks;
- Handling petrol or other flammable liquids; and
- Working in extreme conditions.

2. Customers - to protect them when they participate I

activities as part of their trip, travel, or tour which
have been identified through internal risk management procedures as posing
a potential threat/risk. Common instances will include:
Source: safetypostershop.com
- Wearing seat belts in vehicles;
- Using/wearing helmets, guards, and other protective items when playing
sport or games or engaging any adventure-type activities which carry
inherent dangers; and
- Travelling/touring in extreme conditions.

Use of PPE is the lowest level in the six-tier Hierarchy of Controls available
to address risk. The Hierarchy of Controls consists of:

Elimination

Substitution

Isolation

Engineering Controls

Administrative Controls

PPE

a. Elimination - the most effective option: involves getting rid of the

threat/risk.
b. Substitution - the second most acceptable method involves replacing
the hazardous process/procedure or product with a less hazardous one.
c. Isolation - means removing people from the threat or moving the
danger away from people to a safe distance, or erecting/using a protective
barrier/shield of some kind.
d. Engineering controls - requires changing/making physical alterations
to the workplace, site, or processes to:
i. Minimize the generation of risk;
ii. Suppress or contain the risk; and
iii. Limit the risk in should an event occur.

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 e. Administrative controls- requiring (for example) the. busines to:
i. Restrict access to an area or activity;
ii. Provide assistive technology or equipment to help with
required activities/work;
iii. Train staff as appropriate; and
iv. Develop necessary protocols.

f. Personal Protective clothing and equipment (PPE)

Example of PPE:

1. Face mask
2. Hard hat
3. Protective vest
4. Fire safety practices
5. Protective hand gloves

SAFE WORK PRACTICES

Safe work practices may include, but not limited to regular workplace
activities which employees are expected to do, workplaces activities, duties and
tasks employees are required to undertake and activities tour group members are to
engage in on tour. Standard operating procedures (SOPs) must be developed to:

a. Comply with relevant legislation-

requiring:

- Employers to provide a safe and

secure workplace for staff, and
- Organizations to provide a safe and
secure environment for customers.

b. Align with the concept of "safe place"

rather than "safe person"-meaning the
employer is obliged to make the
workplace/ environment safe rather
than rely on people humans to do the
right thing in order to make it safe/not
cause accidents or injury. "Safe place"
is a passive approach in which the Source: istockphoto.com
place/activity will be safe regardless of
who uses it (their age, gender, experience, size, and capability) while "safe
person" is an active option relying on the person to take certain action/s to
remain safe.

c. Protect people, which means employees and customers.

CUSTOMER PREREQUISITES

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 Organizations may have prerequisites to be attained prior to customers
engaging in certain activities or methods of travel. These include, but not limited to,
the following:
 valid passport and/or visa;
 travel insurance;
 physically fit for the intended activities;
 return ticket;
 cash and traveler's check and full payment for tour/travel/tickets by a
given date.

1. Emergency procedures

Businesses should develop an'

emergency management plan (EMP)
for their operations. The EMP will
comprise a series of emergency
procedures designed to address
risks/threats which have been
identified for the workplace and/or
its other (perhaps off-site travel and
touring) activities. At a minimum,
tourism and hospitality enterprises
shall have the following EMP:

Source: peopletime.co.uk  Emergency situations which

have been identified for. the business-covering both:

Internal emergencies such as fire or flood in the office, gas leak, loss of
power/electricity, armed hold-up, and loss of data/bookings; and

External emergencies are events which may occur on tour such as loss of
aircraft where carrier airplane has crashed, vehicle breakdown and accident,
medical emergency, arrest of a tour group member, missing person/tour
group member.

 Detailed, approved, and effective procedures to follow and action to take to

address the identified situation in sequential order.
 Roles and responsibilities of designated personnel as required by the nature
of the emergency/response.
 Communication requirements to notify relevant others to advise and obtain
assistance.
 Relevant safety and security tips, advice and/or mandatory preventative
actions as appropriate to the nature of individual identify
threats/emergencies.
 People or organizations to contact to include names, addresses, and contact
numbers.
 Contingency plans.

All emergency procedures should:

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  Be the result of structured analysis of business operations and subsequent
formal risk management procedures of identified issues/threats;
 Be documented to facilitate dissemination of requirements to staff and/or
customers;
 Be practiced by training and drill must be provided, to support to enable
implementation;
 Be resourced as relevant equipment or devises must be provided; and
 Be reviewed and revised as necessary on a regular basis to ensure relevance
and proper application.

Emergency procedures (may) need to be developed to:

 Demonstrate due diligence/duty of care;

 Give customers Confidence in the business;
 Enable effective responses to emergencies;
 Meet insurer requirements;
 Fulfill contractual obligations with partners, Enhance/protect business
image and reputation; and Comply with legislated obligations.

2. Dealing with death

Businesses which conduct trips and tours will commonly have protocols for
dealing with the death of a tour group member while on activities or tour. These
protocols will traditionally cover action to address requirements and directions in
relation to:

 Protecting the scene;

 Respecting the deceased person;
 Reporting requirements
to local authorities,
head office;
 Comforting others;
 Capturing evidence,
information, and details
relating to the event by
taking photographs,
making notes, and
asking for witnesses;
 Assisting officials and
authorities;
 Dealing with the media;
 Not admitting liability;
 Not releasing details of
the deceased to others
apart from officials; and
Source: dailymoss.com
 Determining action to take either to terminate trip/tour or adjust itinerary.

These protocols are developed for:

 Direction to staff about what to do;

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  Compliance with legal requirements which apply following the demise of a
person for the purposes of a police investigation;
 Damaged control for the negative impact of the event on other tour group
members; and
 Information control for media.

3. Personal safety and security

This relates to the safety of tour group members and tour staff
while on tour and to the security of documents, property, and cash
belonging to the company customers.

Protocols addressing the issues for personal safety and health

will commonly address but not limited to the following:

 Identification of threats and issues which are likely to be

encountered on tour, through research, communication with
others (agencies, operators, tour guides, authorities, previous
customers/tour group members
 Provision for suitable facilities for tour vehicles and tour staff
to allow security, and asset protection while on tour.
 Training of staff in relation to use of facilities and resources Source: freelancer.com
provided, identify problem areas/destinations, communicate,
and advise tour group members in relation to security concerns and issues.
 Dissemination of information on-tour to include hard copy advice (safety
and security) to travelers as part of the package they receive when they make
a booking. These "kits" including relevant. maps and local promotional
materials, should be produced to cater for the specific requirements of
individual tours/trips and attention paid to ensure they contain current
information and detail. Information in these kits may relate to:
o Soliciting;
o Drug-related activities-using, buying, or selling;
o Child prostitution;
o Theft Assaults; and
o Public intoxication.

 Provision of list of contacts for the countries/ areas the clients will be visiting
such as medical, police, embassies, and local in- country agencies associated
with the primary provider.

4. General safety suggestions for travelers

 Safe-keep travel itinerary to include airline booking, accommodation, and

travel plans.
 Avoid travelling at night.
 Avoid crowded areas during night time.
 Seek advice from reliable source, i.e., hotel personnel.
 Bring along all times the contact embassy when travelling abroad and a
photocopy passport.
 Avoid using ATMs.

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  Use a secured credit card, manager's check, and traveler's check accordingly.
 Do not engage in socio-political protest and similar activities.
 Be aware of fire escapes and emergency exits.
 Do not wear excessive jewelry.
 Familiarize with the information about accommodation, local police stations
(where appropriate), travel agent, and embassy.

5. Customers with special needs

There is an increasing trend of those with special needs engaging with travel and
tourism. They do this on their own and often with careers and family members.
Many countries have legislation making it an offence to discriminate against those
with disabilities. In the Philippines, the Magna Carta for Disabled Persons was
enacted in 1992 through Republic Act No. 7277 An Act Providing for the
Rehabilitation, Self- development and Self-reliance of Disabled Persons and their
Integration into the Mainstream and for other Purposes.

Businesses need to be proactive in responding to and effectively addressing their

special needs. This applies to those who may be: vision/sight impaired, hearing
impaired, and mobility impaired.

Safety and security may include, but not limited, to the following:

 Developing packages, products, and services which are inclusive and suitable
for/appropriate to those with disabilities in consultation with those who
have disabilities and those who will use/buy the items;

 Planning routes and activities with the needs of differently abled persons in
mind;

 Providing wheelchair access to rest rooms for differently abled persons in

organizational buildings and transport;

 Providing vehicles used with wheel- chair compatible facilities;

 Ensuring restroom facilities differently abled persons are available at

destinations;

 Ensuring accommodation venues used on tour have general facilities to

effectively cater for anticipated or known differently abled tour group
members;

 Liaising proactively with special needs customers to learn/identify their

needs, wants, and preferences instead of only responding (passively) to their
needs;

 Training staff in awareness and practical assistance techniques and

strategies to facilitate engagement of differently abled persons with trips,
tours, and activities;

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  Providing dedicated staff to assist with differently abled tour group
members;

 Creating a committee within the workplace to focus on developing and

maintaining positive relationships with differently abled clients and groups;
and

 Seeking targeted feedback from differently abled tour group members to

identify lessons which can be learned to improve future tours/activities for
those with disabilities.

6. Travel insurance

Many passengers will want to take out

travel insurance when travelling. Agencies will
seek to recommend, promote, and sell travel
insurance to optimize sales/profit generated
from commission and to provide reassurance
for their customers. Benefits of travel
insurance for the passenger/traveler. The
main benefit of travel insurance is it protects
them from the unforeseen circumstances
Source: travellingcolors.com
which can be associated with travel such as
(but not limited to:

 Need to delay, defer, or cancel travel arrangements due to ill health;

 Accident and injury which occurs during the travel/trip;
 Death;
 Theft of items;
 Evacuation;
 Compensation in the event of flight cancellations;
 Loss of documents and credit cards; and
 Lost luggage

However, there are some exclusions (not covered) by travel insurance policy,
though exclusions may vary between insurance providers. Common exclusions are:

 Accident or injury associated with participation in professional sporting

events;
 Expenses related to child birth;
 Personal decision to change travel plans "change of mind" or "disinclination
to travel": need to change travel arrangements due to financial
considerations is also usually not covered;
 Travelling to countries where government warnings not to do so are in place;
and
 Expenses/compensation which can be claimed against the carrier.

7. Approval from authorities

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 In some cases, the business will need to obtain
approval from government authorities for
elements of proposed tours. In many/ most cases,
specific authority is not needed but standard
operating procedures may be, to advise/notify
them of intentions so they know what is planned
and are prepared for the trip/tour and can
assist/facilitate activities as and if needed. While
names/titles of these departments/agencies vary
between countries, there can be a need to seek Source: pngio.com
approval from those with interests in:

 Immigration
 Customs
 Parks and Wildlife/Natural Attractions and Heritage
 Health
 Travel and Tourism

8. Media Communication following an event/ incident

All operators will seek to control their communications with the media. This is
especially the case where there has been an event or incident such as:

 An accident or injury while on tour; Damage to while on tour;

 Close calls/near-misses happening when on tour; property or equipment
 Loss of company or tour group member property while on tour;
 Delays to and/or postponements and/or cancellations of tours or activities;
and
 Complaints made to the media by dissatisfied customers/tour group
members.

Protocols in this regard will contain:

 Identification of person/s who have organizational approval to deal with the
media;
 Need to never admit liability or allocate blame in the first instance;
 Definition of standard details which may be released to the media such as:
o Dates and times
o Destinations and locations
o Name and type of tour/trip
o Numbers on tour
o Names of carriers

Internal requirements for:

 Developing media releases;
 Checking and authorizing/ approving media releases for release; and
 Responding to media enquiries.
 Details regarding:
o Types of approved contact with the media; and
o Frequency of media releases and/ or interviews.

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  Training in dealing with the media which should feature:
o Role-plays; and
o Simulated scenarios.

9. Ethical operation of the business

Organizations will always seek to integrate ethical conduct into the operation of
their business so as to:

 Meet legal and contractual obligations.

 Maintain a positive image for the business in the marketplace.
 Remain a good/responsible corporate citizen.
 Cultivate a basis for optimizing:
o Repeat business; and
o Referral business.

Protocols relating to integrating ethical conduct into safety and security include:

 Training of staff- in relation to:

o Organizational expectations; and
o Legal requirements.
 Need for openness, honesty, and transparency in all dealings.
 Requirement for promotions and/or sales techniques to:
o Never be misleading or deceptive;
o Not put pressure on people to make a purchase.
 Planned and detailed responses for:
o Dealing with complaints; and
o Issue resolution.
 Making the safety and security of tour group members the number one
priority at all times-regardless of all other considerations, with special
reference to not compromising safety/ security in order to:
o Save money; and
o Save time and/or keep a tour running according to the itinerary.
 Placing the safety of people/tour group members:
o Above the security of their personal belongings; and
o Above the security of organizational resources.
 Never taking any action or making any compromises which will compromise
safety or security.

C. RESOURCES AVAILABILITY TO SUPPORT REQUIRED SAFETY

AND SECURITY PROCEDURES

All organizations will need to dedicate resources to implement required safety

and security procedures identified as being necessary for the operation of the
business. This section identifies and discusses what these resources may be.

1. Training

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 It is one of the primary resources underpinning support for required safety and
security procedures. The training must embrace the three components of
competency-based training:
 Skills;
 Knowledge; and
 Attitude.

This means it must encompass the practical and theoretical elements of the
job for each employee/job position.

Delivery strategies for this training could/should include:

 Demonstration;
 Drill/practice;
 Role-plays;
 Case studies;
 Practical exercises;
 Explanations; and
 Discussions.

Options for training delivery may feature:

 On-the-job training; Source: videotel.com
 Workplace coaching;
 Buddying-up of less experienced staff with more experienced workers;
 Formal training courses;
 Attendance at nonaccredited training courses delivered by:
o Peak industry bodies;
o Authorities and agencies; and
o Partners, suppliers, and carriers.
 Formal and/or informal assessment. ii.

2. PPE

Physical resources will also be needed

to support identified safety and
security and control procedures
which may include:

 Protective glasses,
goggles, eyewear or.
visors/ face shields;
 Clothing such as long-
sleeved shirts and long
trousers, aprons and
overalls, hi-visibility
clothing;
 Helmets, hats, and/or
caps;
 Guards (padded
protection) for body parts elbow guards, knee pads, groin protectors;

16
  Harnesses;
Source: istockphoto.com
 Gloves, gauntlets, and other palm and/or finger protection;
 Footwear-such as special purpose shoes or steel-capped boots;
 Hearing protection-such as ear plugs and/or earmuffs;
 Respiratory protection-such asfilters, breathing apparatus, and
 Sunscreen and insect repellent.

Likewise, organizational support must be given to ensure:

o Employees know how to use/wear the items;
o Staff know how to instruct others in the use of the items;
o Regular inspections and testing occur as appropriate;
o Service and maintenance are provided as required;
o Items provided are suitable for all those who use/wear them;
o Sufficient items are provided; and
o Items are readily available when needed.

1. Plans

Resources to support safety and security protocols must also include

implementation of a formal risk management process which results in the
development of:
 Emergency management plans; and
 Contingency plans.

Contingency plans are plans developed to address foreseeable but unplanned

problems in given areas of the operation of a business. They are "Plan B." They
detail what action needs to be taken when the situation described as the topic of the
plan arises.

Part of standard risk management protocols is to develop a suite of

contingency plans. Not all identified risks will necessitate the development of a
contingency plan-the nature of the identified risk and the associated consequences
and likelihood will be the prime determinants of whether or not these plans need to
be prepared. Consequences relate directly to the potential for "the event" to impact
on the operation of the business and the viability of products and services it
provides to its Customers.

A contingency is a set of circumstances which the organization has identified

as being something which could probably happen (that is, they are foreseeable) to
impact its business but are unlikely to happen. The "set of circumstances" can be
big or small-it is the impact/consequences which flow that should determine
whether or not a contingency plan should be developed.

Contingency plans are commonly prepared for circumstances where:

 Faults and malfunctions occur with significant organizational equipment

and systems such as:
o Reservation/bookings systems;
o Communications systems;

17
 o Security systems; Travel and transport, vehicles, and/or carriers;
o Stock control systems;
o Heating, vèntilation, and air conditioning (HVAC) systems
o Primary plant and equipment; and Primary office equipment critical
to processing transactions and customers.

 Adverse weather conditions (unseasonal weather, heavy rain, floods, high

wind, lightning, heat waves) which are climatic conditions which have the
capacity to:
o Negative impact on bookings and/or patronage and sales;
o Reduce the enjoyment of customers;
o Present a risk to the business and/or to Customers, and
o Cause the cancellation of a planned activity.
 Unexpected issues such as closure of a venue listed on the itinerary, inability
to reach/access a destination and failure of an inclusion to be open or
otherwise available.
 Data loss occurs relating to loss of information Such as reservations, special
requests, customer contact details and information, itineraries, and security
codes.
 Power failure.
 Loss or absence of key staff.
 Disaster recovery.

2. Equipment and systems

Organizations will also use a range of equipment and systems to support

required safety and security requirements. Again, the nature of the items used will
vary between operators based on:

 Previous experience-number and type of events which have occurred in the

past;
 Risk analysis of identified threats;
 Funds available; and
 Location of the identified threat/risk--for example, the .response to a
threat/risk in the main office will differ to a similar threat which may be
experienced while camping on tour.

In general terms, equipment and systems used in this regard will include:

 Lockable display cases and (portable, metal) containers;

 Security mirrors;
 Safes;
 Radio-frequency identification (RFID);
 Emergency alert system (EAS);
 CCTV;
 Motion detectors;
 Sensor pads;
 Lockable doors and windows; and
 Key card and key pad access protocols.
18
 3. Documentation requirements

Workplaces will always use a variety of

documentation to support and advise staff and
customers about required safety and security
procedures. Traditionally, these documents
include:

 Posters placed in various/strategic

workplace locations to advise and remind
customers about specific issues.
 Checklists to help staff implement
requirements and/or inspect areas for
compliance and/or problems.
 General advisory and safety-related
information/ sheets (handouts) provided to tour group
members as part of the pre-departure activities and/or while on
tour-some operators support and supplement this with screening of a digital
versatile disc (DVD) or any medium and/or have relevant information
available through their website.
 Information/advice sheets specific to individual:
o Destinations;
o Activities;
o Inclusions; and
o Venues.
 In-country advice provided prior to or on arrival in a new country-as it
relates to matters such as:
o Local customs;
o Places/areas to avoid;
o Examples of previous problems encountered; and
o What to do if a problem is encountered.

D. CONSEQUENCES OF FAILING TO FOLLOW SAFETY AND SECURITY

PROCEDURES

Tourism and hospitality professionals need to be able to explain the

consequences of failing to follow safety and security procedures. Everyone working
in a tourism-related organization (at all levels and in all job positions) needs to
know the potential consequences of not implementing/adhering to required
organizational safety and security procedures in order to:
 Be able to explain them to other staff.
 Be able to describe and demonstrate them to customers.
 Motivate them to work in the way required by the business.
 Enhance job satisfaction and promote a personal feeling of workplace and
job-related pride in performance.
 Avoid the negative consequences described below:
o Need for the business to make insurance claims;

19
 o Need for staff to assist customers make insurance claims of their
travel and/or other personal insurance;
o Loss and/or damage to physical items;
o Personal impact in terms injury, illness, or death;
o Legal action;
o Damage to enterprise' image, brand, and reputation; and
o Disciplinary action and job loss.

E. AUTHORITY AND RESPONSIBILITY FOR SAFETY AND SECURITY

All employees will have an authority and responsibility for workplace safety and
security. Scope of authority and responsibility can also be referred as is sometimes
just referred to as-scope of authority, scope of responsibility, or scope of
employment. It is the authority given to a person (by virtue of their job
position/role within the organization) to take action on behalf of the business
without having to talk to anyone else in the workplace for the purpose of obtaining
their input or permission in order to make a decision or take other action which is
binding on the employer.

In effect, this scope refers to delegated authority given to an employee by their

employer to take unilateral action. All employees need to know their individual
scope of authority in order to:
 Ensure they act in a way expected by the employer;
 Perform tasks and responsibilities as directed by the organization;
 Not exceed authority invested in them by the business;
 Integrate their actions and decisions with others in the workplace;
 Give them confidence and surety in their work activities; and
 Know their limits-so they are aware:
o When they cannot make a decision and/or take unilateral action;
o When they need to refer a matter to a superior; and
o When they need to involve others in the issue.

F. ACQUISITION OF TOUR, TRIP, OR EVENT SAFETY AND SECURITY

INFORMATION

Prior to every trip, tour, or event, an employee needs

to acquire all relevant safety and security information. It
is an important prerequisite for employee to acquire
necessary safety and security information relating to an
upcoming trip, tour, or event in order to:
 Discharge duty of care obligations because this
information is/should be central to the ultimate decision
about whether the tour, trip, or event takes place at all, or
"as planned."
 Comply with standard internal organizational protocols- this is searchpng.com
Source: a
standard requirement in all businesses.
 Be able to share this knowledge with other tour, trip, or event staff.
 Determine whether or not the tour, trip, or event should:

20
 o Proceed as planned--according to the advertised/ this is a standard
requirement in all businesses. event staff. planned itinerary:
o Be delayed-for a period of time;
o Be deferred or postponed-to a later date;
o Be cancelled altogether;
o Have substitute inclusions/activities made to the itinerary; and
o Be modified in some other appropriate but relatively minor way such
changing planned routes but leaving activities/destinations the same,
altering sequence of planned activities/destinations, increasing or
reducing time spent at attractions, and using a different mode of
travel or carrier.

 ldentify the relevant knowledge which needs to be shared with tour group
members/customers.
 Make sure they have the required PPE to match requirements based on the
relevant knowledge.
 Integrate relevant knowledge into other knowledge and other plans.

21
 ACTIVITY/EXERCISE
Instructions:
1. For today’s activity, you will be creating your own PPE that is available in
your home. Always remember before you use it, make it sure you sanitize it.
Note: You don’t need to buy equipment or any materials, just DIY only (Do It
Yourself).
2. Document every equipment you need to use.
3. Capture yourself (whole body)
4. In the low section part, discuss about the importance of PPE especially in
this Covid-19 Pandemic.

(Activity Output 30pts)

Sample DIY PPE

22
Importance of PPE

____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
_____________________________.

RUBRIC
(Creative Output)
Content Possible Points
Points Earned

Output looks similar to what was observed 10

and/or taught

Output has title that helps explain the content 10

Output is legible and large enough to see all 5

details

Overall Output 5

TOTAL 30 points

23
 POST-TEST
SITUATIONAL

What 5 examples of emergency situations can you identify which may be

encountered by a tour guide while leading a tour?

Emergency Situations Authorities/Agencies

Example
Guest Food Allergy while eating Search local Drugstore, call nearest
on tour hospital/clinic

1. 1.1

2. 2.1

3. 3.1

4. 4.1

5. 5.1

ENUMERATION

11-6. Six levels of Hierarchy of Control from most effective to least effective.

7-10. Laws and Regulations under Jurisdiction of Government Organizations other

than DOLE.

24
 LESSON 5
A. Learning Outcomes

At the end of the lesson, you can:

1. Provide safety and security information to customers;

2. Inform authority of serious potential risks, safety hazards, and security
breaches; and
3. Document appropriate safety and security actions.

B. Time Allotment

3 hours (Week 2)

C. Discussion

PREVENTATIVE PROCEDURES FOR SAFETY AND SECURITY

A. PROVISION SAFETY AND SECURITY INFORMATION TO

CUSTOMERS

An important aspect of
following preventative safety
and security procedures is the
provision of safety and security
information to customers.
Tourism and hospitality-
related businesses need to be
proactive in relation to safety
and security for the following
reasons:

 To discharge and
demonstrate compliance with legal obligations;
Source: modernsurvivalblog.com

 To give customers confidence in their choice of provider and what they are
about to experience;
 To inform, advise, assist, and educate the customers;

25
  To prove those leading the trip, tour, or event have undertaken sufficient and
relevant planning, know what is expected/going to happen, and have
prepared appropriately;
 To help "set the scene" for the experience the customers are about to have;
To demonstrate proof the claims made about safety and security in
advertisements are in fact/in practice underpinned by actual/practical
action; and
 Because it is ALWAYS easier, cheaper, and more effective to prevent a
problem than it is to solve/fix or otherwise respond to the consequences.

There will commonly be a pre-departure/on-departure briefing which will

provide the opportunity for the tour guide/ tour leader to address the following
when providing safety and security information to customers: Distributing safety
and security information through handouts/information sheets, video, signs and/or
posters, demonstration, and real examples; Verbally discussing terms and
conditions as it is standard for many organizations to require their sales staff or
tour guides/tour leaders; Advising customers to take reasonable care for their own
safety and security; Demonstrating safety and security practices; and Encouraging
and answering questions from customers relating to safety and security.

B. DESIGNATED SAFETY AND SECURITY CHECKS

In relation to the requirement to conduct regular safety and security checks, the
following generally applies:
 A checklist is usually prepared to guide the actions
required and ensure nothing is missed.
 The checklist may have to be completed and signed as proof the checks have
been undertaken.
 An attempt should be made to ensure tour group members and others
see/know these checks are being conducted-it helps to reassure them and
also serves to deter problems.
 Checks can be required multiple times per day-for example, morning and
late afternoon/early evening and/or at night: attention should be paid to
avoiding "same time every day" so as to avoid making the checks predictable.
 Care should be taken:
o To use appropriate positive interpersonal and communication skills
Source: printablesigns.net

when performing these duties; and

o Not to alarm tour group members.

 Checks are often:

o Undertaken solo-unaccompanied;
o Conducted with another employee-driver, cook, tour guide; and
o Done by dedicated "security staff."

The following are representative examples of safety and security checks

which may need to be made on tour:

 Monitoring of customers and their actions-this is an ongoing requirement on

all trips/tours. It needs to be done so action can be taken to address
unacceptable or unsafe behavior which may:
26
 o Negatively impact the satisfaction and experience of other tour group
members;
o Give unintended offense to others;
o Initiate problems with locals/members of the public;
o Damage the reputation of the travel/tour operator- whose name will
be visible to local communities/ members of the public on coaches,
name tags, luggage tags, and similar; and
o Prevent damage, injury, or loss.
 Performing regular and ongoing checks-these need to be a combination of:
o Physical checks-Such as physically testing doors are locked, physically
testing safety equipment; and
o Visual checks on property and assets-to look for signs of tampering,
interference, or unauthorized use or entry, to identify indicators of
problems-drips, leaks, rips and tears, and damage. These checks will
need to embrace belongings of tour group members and the
tour/travel company.

 Monitoring weather and other environmental conditions-this can require:

o Discussion with nominated locals who provide forecasts and local
information on a formal basis;
o Contact with head office-by phone or radio;
o Accessing a website; and
o Visual examination of conditions.

 Patrolling perimeters-this involves foot patrols of (for examples):

o Camp sites;
o Vehicles; and
o Rooms and sites.

 Investigating and/or responding as required:

o Requests from tour group members;
o Alarms; and
o Suspicious, unusual, or unexplained sounds, smells, or sights.

C. REQUIRED SAFETY AND SECURITY CONTROL PROCEDURES

Another ongoing requirement while on tour is to ensure all established safety

and security protocols are adhered to.

The following need to exist to enable effective adherence to requirements:

- Written policies, procedures, plans, and other protocols.
- Training to explain requirements.
- Practice to enable implementation of practices.
- Constant vigilance-tour guides/leaders must maintain "situational
awareness" by:
o Observing what is taking place;
o Listening to what is happening/being said;
o Monitoring the environment; and
o Predicting possible problems, threats, and difficulties.

27
 - Taking action when the need to do so arises-it is never acceptable to identify
a problem, issue, threat, danger, or an unacceptable situation and ignore it.

Use the list below as a basis for implementing primary control safety and
security procedures while on tour:

1. Know the starting information

It is vital to have an accurate and complete understanding of
 The itinerary-including any changes which have been made and/or which
are being flagged as "possibly needing to occur";
 Numbers-and (for extended tours) details of all tour group members;
 Plans and protocols which have been established and authorized as
applicable/relevant to the tour/trip to be conducted; and
 Roles/responsibilities, strengths and weaknesses, capabilities, and
experiences of any other staff who are to be part of crew/team for the
trip/tour or event.

2. Conduct a comprehensive pre-departure briefing which should

highlight:
 Known and/or anticipated safety and security issues;
 Protocols for preventing/reducing incidence of likelihood and/or severity
of consequences;
 Consequences for tour group members of failing to adhere to trip/tour
requirements and/or safety and security directions given by tour
team/crew; and
 Advice in relation to the actions the tour team/crew will be taking to
optimize safety and security-so participants know what to expect and can
prepare themselves to cooperate and with staff.

3. Walk the talk

It is critical to do what the group has been told to expect-this is vital
immediately as the tour/trip commences in order to reinforce what has been
stated in the briefing. Guides and leaders cannot afford to "say one thing but
do another."

4. Start the tour/trip on time

This is one of the biggest causes of problems as it can often mean:
 Staff are always trying to play catch-up if departure is delayed;
 Shortcuts relating to checks, safety and security, and other actions are
taken when the tour is running late; and
 Listed inclusions as stated on advertisements/ the
itinerary are compromised from the outset when
the tour/trip leaves behind schedule.

5. Keep groups together

This is important to:
 Develop group cohesion;
 Maintain contact with tour group members;
 Avoid delays;

28
  ldentify potential troubles, issues, and interpersonal problems between
participants; and
Source: clipart-library.com
 Demonstrate contact with the group.

6. Oversee activities and direct actions

These will involve:
 Strategic personal positioning so there is clear optimal line of sight;
 Being able to listen and watch what is happening;
 Controlling access to activities;
 Directing people as to when they can "start" and when they need to
"finish";
 Monitoring involvement of everyone in the activity;
 Being alert to body language and facial expressions as a key indicator of
problems;
 Trying to foresee problems so appropriate action can be taken to avoid
dangers and difficulties;
 Maintaining a highly visible presence;
 Giving hand signals and verbal instructions; and
 Intervening when necessary and taking this action as soon as possible-the
sooner the intervention, the quicker and more optimal the outcome.

7. Provide personal protective clothing and equipment

These will include, but not limited to, the following:
 Distributing required
items;
 Checking items are safe to
use and "fit for purpose";
 Making sure everyone has
sufficient items and they
are appropriate in size/fit
for the individual;
 Demonstrating use and/or
wearing of items;
 Checking how people have
donned protective clothing
to make sure it is being correctly worn;
Source: quatabulary.com
 Asking people to demonstrate how to use their safety equipment/gear,
 Providing opportunities for practice Highlighting/explaining potential
dangers/risks;
 Referring participants to local signage, directions, and additional safety,
rescue equipment, or first aid/ emergency facilities; and
 Ensuring appropriate clothing and items are worn and used as and when
required-every time, by everyone, without exception.

8. Adhere to local safety and security guidelines

All tour guides and leaders must ensure they learn about and ensure
compliance of tour group members with:
 Venue-based safety and security rules and regulations;
 Specific requirements established by individual attractions;

29
  Prerequisite conditions set by external providers, carriers, and suppliers;
and
 In-country legislation.

9. Comply with prepared plans for safety and security control

These might involve:

 Assembling of and discussing with group at regular times every day-every

morning before tour starts, evening debriefs, at regular points-Such as on
arrival at a destination;
 Verifying items provided to tour group members are correct and
complete;
 Ensuring valuables and property/assets are appropriately stowed, stored,
and secured-at given times/locations; and
 Advising tour group members of issues arising-and taking appropriate
action to reduce threats, negative consequences, and generally optimize
enjoyment and enhance safety, security, and the overall trip/tour
experience.

D. ACTIONS TO ADDRESS ROUTINE LDENTIFIED RISKS AND

ŞECURITY BREACHES

When tour guides identify on tour risk and/or security breaches, they will be
expected to implement established responses to the individual nature of the issue.
Specific responses will depend on the particular circumstances but can be expected
to include the following generic solutions:
 Notifying/advising tour group members of the situation;
 Providing safety and security of customers and employees on an ongoing
basis;
 Limiting actions of customers;
 Controlling actions and access of group and/or individuals to activities,
areas, vehicles, and other destinations;
 Preventing tour group members from engaging with activities if they are
physically unsuitable, ill, or otherwise impaired;
 Removing participants from danger, activities, or locations if they are at risk
or putting themselves in harm's way;
 Removing certain people from the tour-if their ongoing behavior/actions is
contrary to stated/expected behavior as stipulated in "terms and conditions"
of the trip/tour; and
 Changing the itinerary-as required by the emergent risk or security breach.

E. ON SUSPICIOUS PERSONS AND ABNORMAL SITUATIONS

Standard procedures will exist to guide actions when on tour to

investigate suspicious persons and abnormal situations. All
employees should be tuned-in to the presence of anyone who
displays suspicious behavior, and be on the lookout for any
occurrences that could be deemed as suspicious. It is essential to
consider the security of tour group members (and staff) as a high

30

Source: clipground.com
priority on all tours/trips at all times. Many issues can be avoided simply by making
potential perpetrators/offenders aware their presence in and around the tour/camp
has been observed and noted. The essence of this requirement is "prevention is
better than cure."

1. Suspicious behavior
Telltale signs/indicators are:

 People aimlessly floating around or loitering in an area without

belonging to the group/tour and seemingly without any good reason;
 People who look anxious or nervous, especially when
observed/noticed, spoken to, or when they have their presence
acknowledged/noted;
 People found in areas where they have no right to be; and
 People who look out of place.

2. Abnormal situations
Abnormal situations may include:
 Doors, windows, vehicles, rooms, and luggage/bags which are
unlocked or open when they should be locked or closed;
 Missing items-including stock, materials, property, resources,
equipment;
 Items which are in the wrong place/have been relocated without a
reason for them being there;
 Damage to property and/or equipment;
 Settings on equipment which have been altered/ tampered with;
Unexplained occurrences;
 Any circumstances reported to tour guides/leaders by members of the
tour group which they deem to be strange/out of the ordinary; and
 Circumstances which are significantly different to expectations.

In any of these cases, responses should embrace the following concepts and
actions:
 Use common sense; Act-never ignore a situation but always avoid
overreacting;
 Never take action which will pose a threat/danger to sell or the tour
group-never try to be a hero;
 Think before acting;
 Take notes and/or photographs-if safe/practical to do so, to capture
evidence; and
 Notify and involve relevant others-appropriate persons to
advise/include may be security staff, local authorities, or any other
staff member.

F. ASSISTANCE TO ADDRESS SAFETY AND SECURITY NEEDS FROM

RELEVANT PERSONNEL

When on tour, instances can occur, when it becomes necessary to seek

assistance from other people to help address safety and security needs. No staff
member is ever expected to deal with an emergency on their own. There are always

31
others who, can help, and it is to be expected that these people are contacted and
asked to assist as required. It is also expected that assistance is obtained as soon as
possible when an emergency is identified: in practice, this means getting help
immediately. When dealing with any type of emergency, it is vital that tour guides,
tour staff, and tour leaders do not place themselves at risk or do anything to
endanger those on tour.

Seeking assistance might mean calling:

 Fire department;
 Ambulance (nearest hospital);
 Police;
 Civil defense;
 A nominated service provider-local security company; Head office-or a
nominated "24/7" number dedicated to assisting those on tour;
 Tour leader
 Security staff;
 Other guides;
 Drivers; and
 Tour assistants.

When requesting assistance, information to provide to facilitate the response

and provision of help include:
 Name of the person calling;
 Name of the company and the tour;
 Description of the problem/emergency and request for help;
 Location-with mention (if possible) of street numbers, buildings, or
suitable landmarks which can be used as reference points;
 Number of people in the group; and
 Number of people impacted by the issue.

When making calls for assistance:

 Always remain on the line until told to hang up by the emergency services
operator;
 Be guided by them and their questions-they are trained in handling these
situations; and
 Try to stay calm and talk in a normal voice at a normal pace.

G. SERIOUS RISKS, HAZARDS, AND SECURITY BREACHES

Standard operating procedure for all tours, trips, and events is for tour staff to
report serious risks, hazards, and security breaches. It is better to overreport than
underreport. This means if tour staffs identify/see anything which causes them
concern, they should raise it as an issue, and then allow others decide whether or
not it is a genuine matter to be addressed.

Examples of topics tour staff would need to report instances such as those listed
below:
 Unsafe, damaged, broken, or malfunctioning equipment;
 Loss while on tour;

32
  Presence of unauthorized persons (such as people without tickets,
banned people, those from another tour/ tour company, and people who
may be intoxicated or troublesome);
 Signs of unauthorized access-in relation to vehicles venues, and
(camping, rest/relaxation, eating, viewing) sites;
 Destinations;
 Unsecured facilities New tour threats which have arisen/been identified
since "last time" the tour was there; and
 Situations where there was a need to involve emergency services or an
external provider to assist the tour in a problem situation such as fire,
accident, and injury, assault, theft, or any situation raised by tour group
members with tour staff which relates to serious risk, threat, or security
breach of any kind--and any similar issues raised by partners, carriers,
destinations, nor other stakeholders.

H. COMPLETE DOCUMENTATION TO RECORD SAFETY AND

SECURITY ACTION UNDERTAKEN

If there is a need to take action on tour to address a safety and/or security issue,
there is commonly a need to record this on internal documentation.

The following may need to be completed:

 Security and safety inspection sheets and checklists these are the standard
documents completed on a regular basis by tour staff;
 Internal daily summaries-which provide a forum for tour staff to record
events, issues and problems, breaches, or concerns which have been
identified in the last 24 hours. Matters identified by staff and those raised by
customers and other stakeholders should/can be recorded here;
 Reports-companies can require tour employees to complete a range of
reports, such as breach reports, safety reports, security reports, and tour
reports;
 Maintenance forms- to provide the basis for initiating repairs/ service to
nominated gear, equipment, and items;
 Hazard identification forms - which are designed to record information
about an issue which has been identified as a threat/risk. This form usually
provides the basis for formal risk management procedures aimed at the issue
which is at the heart of the initial report; and
 Tour and travel logs these logs provide a record of details, such as times
(departure and arrival; delays), dates, destinations, modes of
transport/carriers, passengers. These logs commonly include a section where
issues can be recorded for a management/administration attention, and later
a follow-up.

33
 ACTIVITY/EXERCISE

Distributing safety and security information through handouts/information

sheets, video, signs and/or posters during tour are very helpful to tourists. Through
these forms, guests are confident and aware during their stay in their chosen places.

Instructions:
1. Identify any POTENTIAL tourist spot in your area.
2. Make a 2 fold brochure/flyers that shows your chosen spot.
3. Make an introduction/discussion about it and identify safety and security
measures on that particular place.
4. Capture and collect any photos to be included in your output.
5. Students’ creativity is needed.
6. Follow minimum heath protocols and always remember SAFETY FIRST.

Sample

34
 RUBRIC
(Creative Output)
Content Possible Points
Points Earned

Output looks similar to what was observed 10

and/or taught

Output has title that helps explain the content 10

Output is legible and large enough to see all 5

details

Overall Output 5

TOTAL 30 points

35
 POST-TEST
Instructions:
 This evaluation contains 10 questions to test your knowledge of this lesson.
 Write True if the statement is correct and False if not.
 This test will be recorded as part of your written works.

TRUE OR FALSE

___________1. The maintenance form is to provide the basis for initiating

repairs/ service to nominated gear, equipment, and items.

___________2. These logs provide a record of details, such as times (departure

and arrival; delays), dates, destinations, modes of transport/carriers, passengers
are called Tour and travel logs.

___________3. Verifying items provided to tour group members are need to be

corrected and completed.

___________4. An important aspect of preventative safety and security

procedures is the provision of safety and security information to customers.

___________5. A checklist is usually prepared to guide the actions required and

ensure nothing is missed.

___________6. When dealing with any type of emergency, it is vital that tour
guides, tour staff, and tour leaders do not place themselves at risk or do anything to
endanger those on tour.

___________7. Standard operating procedure for all tours, trips, and events is
for tour staff to report serious risks, hazards, and security breaches.

___________8. The itinerary-including any changes which have been made

and/or which are being flagged as "possibly not to occur”.

36
___________9. No staff member is ever expected to deal with an emergency on
their own.

___________10. Fire department, ambulance, police are some of the examples of

seeking assistance might mean calling.

LESSON 6
A. Learning Outcomes

At the end of the lesson, you can:

1. Recognize and evaluate emergency situations.

2. Act appropriately to emergency situations.
3. Follow emergency response procedures.
4. Ask help in emergency situations from pertinent authority personnel.

B. Time Allotment

3 hours (Week 3)

C. Discussion

RESPONSE TO EMERGENCY SITUATIONS

A. IDENTIFICATION AND ASSESSMENT OF EMERGENCY

SITUATIONS

Quick responses to emergency situations are

essential in every instance. Employers and customers
will expect tour guides and tour leaders to know
what to do when an emergency arises and to take
appropriate and effective action to protect them
and their assets/property. Here are examples of
emergency situations that are readily
identifiable: bomb threats, terrorist threats, and
terrorist activities; unstable and disturbed
people; breakdown of motor vehicle; unlawful
and criminal acts, including assault, robbery,

37
theft; natural disaster and calamity; personal injury and sickness; lack of basic
necessities such as food and water, transport and/or communications; and fire.

Assessing a situation is undertaken in order to determine the course of

Source: Tennessee State University
action/response to take/implement. The assessment should take into account:

 The circumstances applying at the time-for example:

o Type/nature of emergency;
o Immediacy of risk/threat;
o Number of people at risk-and their condition and capacity to
respond/act;
o Physical/geographical location of risk/threat-and the direction it is
moving and speed it is moving;
o Presence of compounding factors-such as anything which could
multiply the danger and make the existing situation potentially worse;
and
o Action already being undertaken (if any) to respond and address the
emergency-together with how successful this response appears to be.

 Resources available to assist-such as:

o Physical resources immediately available to respond;
o Local authorities with professional expertise; and
o Type and number of first responders.
 Experience with the area and/or emergency type:
o Training undertaken to provide experience with responding to the
emergency being encountered; and
o Previous experience with similar emergencies under similar
conditions.
 Knowledge of the Emergency Action/Management Plan available to deal
with the emergency type which has materialized-such as:
o Knowledge of evacuation routes;
o Knowledge about emergency response equipment;
o Ability to implement standard procedures;
o Capacity of customers to comply; and
o Extent to which the plan correlates to the facts of the emergency as
they are presenting themselves.
In general, assessing an emergency situation must involve:
 Giving the situation immediate attention;
 Determining potential impact of the event;
 Determining extent of the emergency situation; and
 Sourcing relevant and up-to-date information about the emergency.

B. ACTIONS TO TAKE IN RESPONSE TO EMERGENCY SITUATIONS

Determining action to take in response to emergency situations refers to

working out what to do in order to secure the safety of tour group members. Action
to take after emergencies have been assessed may include, but not limited to, the
following:

38
  Contacting emergency services-by phone, radio, or other means to advise
and summon assistance which is a critical primary requirement element of
effective response to emergency situations is to notify authorities/ others,
alert them to the situation, and initiate a response moving to the location;
 Initiating alarms or directing others to do so;
 Communicating with tour group members-and advise them regarding nature
of emergency and type of threat/ danger posed, intended action to be taken
in response to the threat in order to protect their safety, and compliance with
instructions/directives given;
 Taking immediate protective measures to ensure that no one is placed in
danger and safety of persons always takes priority over security/safety of
property/assets;
 Initiating evacuations by identifying routes to take, giving
directions/instructions, and supervising actions in this regard;
 Undertaking first response/first attack activities such as initial
firefighting/suppression and rendering first response first aid;
 Removing assets, property, and belongings out of danger away from threat;
 Seeking feedback from customers; and
 Following the actions as set out in appropriate preprepared emergency
management plans and/or Contingency plans.

C. EMERGENCY RESPONSE PROCEDURES

Standard operating procedures for responding to emergency situations on tour

will require following established emergency response procedures. Some possible
emergency management plan (EMP) contents are as follows:

1. Bomb threat
When receiving a bomb threat over
the telephone, the call must be handled
in a calm and concise manner, ensuring
a lot of open questions are asked.

Questions should include:

 "Who are you?"
 "What does the bomb look
like?"
 "When is the bomb due to
explode?"
 "Why did
Source: you plant the bomb?"
Seekweb.com
 "How can we defuse it?"

Most people making bomb threats do not stay on the telephone for too long
so it is important to try to extract as much information as possible. After hanging
up speak with other staff about the threat (if applicable). This should be done in a
quiet place away from others and the details related in a calm and clear manner to
avoid panic among customers and members of the public. Evacuation procedures
should be implemented immediately and the appropriate authorities notified
(police and fire brigade). Never assume the caller was a hoax. It is not worth risking
lives if the belief was wrong.
39
 2. Disturbed and unstable people

When faced with a deranged person, the options available include:

 Dealing with the situation personally in the first instance-such as asking
the person to modify their behavior and/or to leave the area;
 Contacting a supervisor-and letting them determine the appropriate
course of action;
 Contacting in-house security staff and asking them to deal with the
situation; Contacting police and asking for their attendance;
 Removing tour group members from the area- to protect their safety;
 Restricting access to the area by others; and
 Protecting property damage after the safety of people has been optimized.

3. Robberies or armed holdups

The industry standard practice when faced with the terrifying ordeal of a
robbery or an armed holdup is:
 Immediately obey the directions given by the offender
 Instruct other tour group members to do likewise;
 Do not try to stall robbers-respond quickly to what they want;
 Give them money/what they want-do not try to be a hero; do not try to
hide what they are after; do not attempt to deny them what they want;
 Speak only when spoken to; and
 Do not look/stare at the offender/s.

Try to remember anything which may be of future

use to authorities-such as:
 Appearances of offenders;
 Names they used when talking to each other;
 Accents, tattoos, distinguishing features;
 How they were dressed; and Vehicle they used
to make their getaway.

After the robbery: Source: clipartpanda.com

 Call the police immediately;
 Do not touch anything;
 Take a moment to write down anything believed to be worthwhile
regarding 'the offense/the offenders-ask others to do the same. Do not
discuss things with other people or allow others to discuss the event
among themselves as this will interfere with and cloud
recollection;
 Gather together as many witnesses as
possible- secure the area; and
 Never discuss with anyone how much
money was stolen or what offenses were
committed-a designated person from head
office should be the only person to speak
with the media.

40
 4. Natural calamities

There are a wide variety of potential natural calamities which may create
emergency situations for trips or tours. Each type of "calamity" is significantly
different and the preprepared responses will likewise differ to reflect these
individual factors. Most tour, trip, or travel EMPs will contain sections to address:

 Extreme weather, i.e., heavy rain, extended hot weather,

 Excess high or unexpectedly low temperatures prolonged unseasonal
description which impacts customers, high winds, weather events-
Source: pngio.com
cyclones, hurricanes typhoons, lightning;
 Earthquakes;
 Tsunamis;
 Bushfires/wild fires; and
 Smog and smoke haze.

5. Personal injury and illness

There are a number of reasons why a medical emergency might occur

 Injury as a result of an accident, fall, or trip;

 Injury as a result of an emergency incident-an assault or vehicle collision;
and
 Due to a medical condition-heart attack, asthma attack, or heat exposure.

For serious accidents and incidents, an ambulance must be called: indeed,

standard operating procedure for any medical emergency may be to contact the
ambulance service. After calling the emergency number for the area and asking for
"ambulance," the emergency operator will ask:

 Location which may include location/ business name, street address, and
nearest cross street or identifying indicator to assist with precise location
of the scene; and
 To answer a series of questions about the patient's condition, and what
first aid may have been rendered.

An ambulance is normally dispatched after a location and a brief description

of the patient, their condition and details have been given. However, the emergency
operator may require the person making the call to stay on the line so they can
answer more questions. Moreover, they can fully ascertain the level of the
emergency and the patient's condition and relay this information to the medical
professionals who attend.

Emergency ambulance call takers are also trained to give medical advice over
the telephone to assist with the patient's needs until the ambulance arrives.

6. Loss of food/water

41
 The location and timing of the loss will determine the action to take-indicative
responses include:

 Explain situation to tour group members-and:

o Advise of planned action to address situation; and
o Request their assistance in handling the situation.
 Secure any remaining supplies-to protect what is left from future loss.
 Ration food and water according to reserved available-and in accordance
with expected time of obtaining more supplies.
 Ask locals for help.
 Seek local options for sourcing basic necessities and make necessary
purchases using cash or credit.
 Advise head office of situation-and:
o Seek their advice;
o Request they send supplies; and
o Request arrangements be made to obtain necessities from local
suppliers.
 Adjust itinerary to accommodate situation.
 Control release, issue, and use of remaining food and water.
 Monitor remaining supply levels-and be prepared to reallocate ration
limits.

D. ASSISTANCE TO FACILITATE RESPONSE TO EMERGENCY

SITUATIONS FROM RELEVANT PERSONNEL

Employees are expected to seek assistance from others when dealing with
emergency situations. How to seek assistance in an emergency; assistance must be
obtained using whatever facilities or system and technology are available. This may
mean:

 Using personal cell phone or one belonging to a tour group member or

member of the public to make a call and send a text message.
 Using a landline phone.
 Using an emergency telephone.
 Using portable radio-or radio in tour vehicle.
 Activating an alarm-which may incorporate audio- communication.
 Activating an emergency beacon, locator beacon, or distress/survival
beacon.
 Speaking with bystanders/members of the public--and (for example):
o Asking them to call local authorities;
o Asking to borrow their phone; and
o Asking for local contact numbers and/or contact information.
 Going to a relevant website.
 Sending an email.

Seeking assistance might mean calling:

 Fire department
 Ambulance (nearest hospital);

42
  Police;
 Civil defense;
 Identified national agencies;
 Local councils;
 Prescribed local, regional, or national disaster organizations;
 ASEAN coordinating Centre for Humanitarian Assistance;
 A nominated service provider local security company; and
 Head office-or a nominated "24/7" number dedicated to assisting those
on tour.

E. RECORD ACTION UNDERTAKEN IN RESPONSE TO EMERGENCY

SITUATIONS

Where there has been a need to respond to an emergency situation, it is a

standard practice to complete nominated documentation to record the event and
the action taken. Reports may be/are needed to:

 Document the event in case there is legal action;

 Support an insurance claim; and
 Learn from the incident-so training and existing EMPs can be changed
on the basis of actual events. All fires, thert, and property damage are
normally reported for insurance purposes and most, if not all, insurance
claims will require some supporting documentation.

1. Reporting methods

Reports can be spoken or written. Reports may be required from any staff
member who was on the trip or tour or by a sole designated person. General
considerations when reporting are:
 Answer questions to the best of personal. knowledge and ability;
 Try to avoid supposition-stick to the facts; Verbal reports enable quicker
follow-up to occur;
 Inspections of the site are often required but may not be possible; and
 Initial verbal reports may require more formal, more detailed follow-up
written reports.

2. Written reports
There may be internal records (an incidents
register or an incident report) to be completed
following an emergency. The following may need
to be provided.
 People involved- names and numbers;
 Cause of the emergency;
 Roles played by individual staff as par of
others/members of the public as part of the
response;
 Details of use of relevant EMPs;
 The effectiveness of the response; and Source: istock.com

43
  Suggestions for improvements to the EMP based on experience from the
event. These reports should be prepared.

FEEDBACK TO MANAGEMENT ON SAFETY AND SECURITY

PROCEDURES

IDENTIFY ISSUES REQUIRING ATTENTION

Identifying safety and security issues requiring

attention is the first step in effectively
addressing them. This is an important
step for employees to:

 Meet internal
organizational protocols
for continuous
improvement;
 Comply with legislatęd
requirements requiring
maintenance of safety and
security for customers,
employees, and members of
the public;
 Prevent imminent accident, injury, and loss;
 Demonstrate engagement to management
with their inspection/safety and security protocols;
Source: istockphoto.com
 Address identified problems;
 Maintain and/or grow customer satisfaction with the trips/ tours and
procedures;
 Enhance business viability;
 Support organizational image and reputation; and
 Protect against possible legal action for negligence/ failure to discharge.

Duty of Care

1. Areas/topics which need to be addressed

The list below gives an indication of generic areas where attention may need
to be paid when investigating safety and security issues:
 Examples of when safety and security was actually compromised-but no
offense, incident, or loss resulted.
 Instances where there were near-miss incidents.
 Occasions where there have been safety and
security inadequacies.
 Historical situations that involvement of, or
intervention by, emergency services, or similar
authorities.

44
  Changes which impact the operation of the business and its tours, trips,
and travel in relation to:
o Legislation of various countries visited;
o Operating protocols of attractions and destinations;
o Introduction of new destinations, activities, inclusions; and
o New target markets with special needs and/ or reduced/altered
Source: iconfinder.com
levels of capacity and competency.
 Events which have actually given rise previously to:
o Accident;
o Illness;
o Death Damage; and
o Loss.
 Feedbacks and complaints received from Customers which related to:
o Security concerns; and
o Safety issues.
 Instances where negative media exposure occurred.

2. Ways to identify issues

A combination of the following should be used to identify safety and security
issues requiring attention:
 Soliciting feedback from tour group members/ customers-in written and
verbal form, including end-of-tour comments and online feedback;
 Analyzing any instances where an insurance claim had to be lodged-by a
customer or by the organization;
 Examining circumstances where legal action of any kind (civil or
criminal) has been launched against the business and/or its employees;
 Reviewing documentation completed by tour staff-during and on
completion of tours/trips;
 Inspections of workplace assets, equipment, and facilities-on a regular
basis using formal checklists and a team/group of workplace
operatives/staff;
 Checking implementation of required organizational practices-to ensure
they are being complied with as required/expected;
 Reading reports from other industry sources and/or relevant authorities-
and comparing the findings of these reports with the host organization to
determine potential similar issues; and
 Using an external consultant with relevant expertise in safety and
operations and highlight problem areas and protocols/situations
requiring attention.

RAISE ISSUES WITH MANAGEMENT

Safety and security procedures identified as requiring attention will usually need
to be raised with management so appropriate decisions can be made and effective
action can be taken.

When raising issues relating to safety and security procedures, the options are:
 Verbal discussion of things with management-and clear and
comprehensive explanation of relevant issues.

45
  Submission of nominated internal paperwork-Such as written reports,
forms, checklists, copies of formal feedback, copies of other evidentiary
documentation.
 Making of a formal presentation to a designated management group-
where there is a structured presentation of the issue which can feature:
o Rationale for the presentation explaining why the business
should/must address the identified issue/s;
o Submission of supporting proof - in terms of personal observation,
feedback/comments from others, or written documentation;
o Use of appropriate guest speakers past tour group members,
subject experts, representatives from joint venture partners,
and/or government agencies to identify problems and/or support
claims made about issues;
o Verbal discussion, sharing of documentation, use of slide
presentation, and a Q and A session.

RECOMMEND SOLUTIONS TO IDENTIFIED ISSUES

Management or employers will always expect employees to show initiative and

provide recommendations to solve identified problems with safety and security
procedures.
Recommending solution/s to identified safety and security procedures issues
should embrace several of the following key points:

 Ensuring the solution addresses the cause of the problems and not the
symptoms.
 Providing solutions and alternatives to situations which problems with safety
and security procedures issues should embrace several of the following key
points: problem-and not the symptom/s. gave rise to identified issues-such
as:
o Changing carriers, routes, and destinations;
o Modifying activities;
o Removing certain inclusions;
o Altering timelines, dates, and itineraries;
o Amending existing safety and security SOPs; and
o Introducing new safety and security SOPs.

 Undertaking another/more detailed risk management exercise-in relation to

the identified problem.
 Revising standard plans-in terms of:
o General business plans-Such as strategic plans, marketing plans,
operational plans;
o Emergency Management Plans; and
o Contingency Plans;

 Developing additional and/or amended checklists to use:

o As part of pre-departure checks;
o On-tour checks; and
o Security and safety inspections.

46
 Providing outcomes of detailed research into suggestions for addressing the
issue-this must encompass (as appropriate):
o Available options which exist-together with relative merits of each;
o Examples of action taken by others to address the same issue;
o Overview of analysis of all options with. rationale for deciding on
preferred solution;
o Costing of options/preferred proposal;
o Identification of where funds might come from to enable
implementation of recommended solution;
o How and when costs can be recouped;
o Cost of not addressing the issue/s; and
o Plan for implementing chosen option.

47
 ACTIVITY/EXERCISE

Instructions:
1. Your output for today will be the Creative Emergency Hotlines mini
poster.
2. List all emergency hotlines/ numbers in your municipality and post it in
visible area in your home.
3. Documentation is required during and after the output.
4. It must be clean and readable. Best of Luck!

Sample

48
 RUBRIC
(Creative Output)
Content Possible Points
Points Earned

Output looks similar to what was observed 10

and/or taught

Output has title that helps explain the content 10

Output is legible and large enough to see all 5

details

Overall Output 5

TOTAL 30 points

49
 POST-TEST
Instructions:
 This evaluation contains 10 questions to test your knowledge of this lesson.
 Write True if the statement is correct and False if not.
 This test will be recorded as part of your written works.

TRUE OR FALSE

__________1. The best to analyze operations and highlight problem areas and
protocols or situations requiring attention is to hire an external consultant with
relevant expertise in safety and security.

___________2. Safety and security procedures identified as requiring attention

will usually need to be raised with management so appropriate decisions can be
made and effective action can be taken.

___________3. Standard emergency management plan can only be revised in

terms of deviation.

___________4. The presence of a deranged person can be considered as an

emergency situation in a group tour.

___________5. It is not recommended for emergency ambulance call takers to

give medical advice over the telephone to assist with the patient's needs until the
ambulance arrives.

___________6. Where there has been a need to respond to an emergency

situation, it is a standard practice to complete nominated documentation to record
the event and the action taken.

___________7. Reports can be spoken or written.

___________8. Earthquakes, tsunamis, bushfires/wild fires are example of

Natural calamities.

___________9. Management or employers will always expect employees to show

initiative and provide recommendations to solve identified problems with safety
and security procedures.

___________10. EMP stands for Emergency Measuring Plan.

50
References:

Ricaforte, R. (2020). Risk Management as Applied to Safety, Security, and

Sanitation.

Amir, A. F., Mohd, M. N. Ismail, N.I. Hafiz, M., Hanafiah, M., & N. Baba.
2012. Foreign tourists' perception on the safety and security measures in Kuala
Lumpur. In Current Issues in Hospitality and Tourism Research and Innovations.
Taylor & Francis Group.

WorkSafe Victoria. (n.d.). A health and safety self-assessment for small

business. https://content.api.worksafe.vic.gov.au/sites/de- fault/files/2018-
06/1SBN-Health-and-safety-self-assessment- checklist-for-small-businesses-2013-
08.pdf

AIBattat, A. R, & A.P. Mat Som. 2013. Emergency preparedness for disasters
and crises in the Hotel Industry. SAGE Open, p. 1-10.

Virapart, C. 2010. Tsunami prevention and preparedness practices for tourism

sector and private entrepreneur in Khao Lak, Phang Nga Province of Thailand.
Journal of Coastal Research

Balcerzak, T. A. 2017. "A just culture?" Conflicts of interest in the investigation

of aviation accidents. Scientific Journal of Silesian University of Technology, 94, p.
5-17.

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52
 Vision 2020
WPU: the leading knowledge center for sustainable
development of West Philippines and beyond.

Mission
WPU commits to develop quality human resource and green
technologies for a dynamic economy and sustainable
development through relevant instruction,
research and extension services.

Core Values (3CT)

Culture of Excellence
Commitment
Creativity
Teamwork

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