Guest issues Team member health and welfare Critical Incident Debrief Meeting with Recovery Response Team Schedule within 30 days of the incident. Discuss and document the following items: What key lessons were learned because of this incident and during the recovery process? What changes do we need to make to our business processes to mitigate this type of incident from happening again? Evaluate the team members and Property Management Team’s initial response to the incident. Is any retraining that is needed? Rate the quality of communication as the critical incident was happening and during the recovery process. Rate the timeliness of the communication during the recovery process: Did the Recovery Response Team meet within the first 24 hours of the incident occurring? Did the Recovery Response team have a final debrief meeting within 30 days of the incident? If not, is a date set for this final debrief meeting? Were all of the appropriate persons/parties in the loop during the recovery process and were they communicated with timely? Rate the quality of the recovery process itself. What went well? What did not go well? Who was responsible for the recovery process checklist and was it being utilized properly during the process and through completion? Was the cleanup/rebuild/renovation work completed timely? Was the cleanup/rebuild/renovation work completed in a quality manner? Was the hotel able to adequately perform daily operations as usually during the recovery operations? If not, what could have been improved? Insurance process. Was the incident report filled out fully and timely? Were quality and quantity of pictures Was the adjuster contacted timely? Did the adjuster show up timely? Did the adjuster provide quality and timely communication? Using the information learned in this debrief, the Regional Vice President - Operations needs to ensure company policies and procedures are updated accordingly to help improve and prepare for any future emergencies.
Guest issues Team member health and welfare Critical Incident Debrief Meeting with Recovery Response Team Schedule within 30 days of the incident. Discuss and document the following items: What key lessons were learned because of this incident and during the recovery process? What changes do we need to make to our business processes to mitigate this type of incident from happening again? Evaluate the team members and Property Management Team’s initial response to the incident. Is any retraining that is needed? Rate the quality of communication as the critical incident was happening and during the recovery process. Rate the timeliness of the communication during the recovery process: Did the Recovery Response Team meet within the first 24 hours of the incident occurring? Did the Recovery Response team have a final debrief meeting within 30 days of the incident? If not, is a date set for this final debrief meeting? Were all of the appropriate persons/parties in the loop during the recovery process and were they communicated with timely? Rate the quality of the recovery process itself. What went well? What did not go well? Who was responsible for the recovery process checklist and was it being utilized properly during the process and through completion? Was the cleanup/rebuild/renovation work completed timely? Was the cleanup/rebuild/renovation work completed in a quality manner? Was the hotel able to adequately perform daily operations as usually during the recovery operations? If not, what could have been improved? Insurance process. Was the incident report filled out fully and timely? Were quality and quantity of pictures Was the adjuster contacted timely? Did the adjuster show up timely? Did the adjuster provide quality and timely communication? Using the information learned in this debrief, the Regional Vice President - Operations needs to ensure company policies and procedures are updated accordingly to help improve and prepare for any future emergencies.
Risk-Management-Manual-082014.docx