What if the guest accidentally falls down?

"Customer is God" is a very popular saying in business places. In fact, although it is not that serious, the business premises do have the responsibility and obligation to protect the personal safety of customers. If the customer is injured in the business premises, the business premises need to bear certain liability for compensation. For example, if a customer falls and is injured in the business premises, he will bear the responsibility. The following small series will introduce you to the customer's fall handling process.

A, minor injuries processing program:

Under the influence of external conditions (such as rain, wet bathroom floor, unbalanced bathroom water temperature and uneven carpet), guests slip, fall, burn and cut, resulting in minor injuries (scratches, skin injuries, contusions, etc.). ) to their body parts.

1. When a hotel guest is slightly injured in the hotel.

2. The on-duty supervisor of the security department shall immediately cooperate with the assistant manager in the lobby to check the injured situation of the guests and appease them, and at the same time immediately notify the Human Resources Department (the manager on duty shall be informed during the on-duty period) and take photos for evidence collection.

3. After receiving the report, the Human Resources Department immediately reported the case to the insurance company.

4, according to the guest injury:

If the guest says he doesn't need to go to the hospital for treatment, the assistant manager in the lobby can simply treat the wound with the medicine in the medicine box in the front hall; ?

If you need to go to the hospital for treatment, the assistant manager in the lobby will arrange someone to accompany the guests;

If it is night, the manager on duty will send someone to accompany the guests to take a taxi to the hospital for treatment. (If you need to pay medical expenses in advance, you need to know the financial procedures. )

5. The assistant manager of the lobby reported the matter to the administrative office in writing, and the human resources department assisted the hotel to claim compensation from the insurance company.

6. Housekeeping department is responsible for cleaning up the scene.

7. The Engineering Department arranges personnel to check the related equipment in the injured area of the guest and repair the faulty equipment.

8. Relevant departments should follow up afterwards.

Second, the serious injury handling procedures:

Under the influence of external conditions (such as rain, wet bathroom floor, unbalanced bathroom water temperature, panic, etc.). ), the guest slips, falls, burns, cuts, etc. , causing serious harm to the body (fracture, dislocation, bleeding, etc.). ).

1. When a hotel guest is seriously injured in the hotel.

2. The on-duty supervisor of the security department shall immediately cooperate with the assistant manager in the lobby to check the injured situation of the guests and appease them, and at the same time immediately notify the Human Resources Department (the manager on duty shall be informed during the on-duty period) and take photos for evidence collection.

3. After receiving the report, the Human Resources Department immediately reported the case to the insurance company.

4, according to the guest injury:

If the guest is seriously injured, the assistant manager in the lobby will call "120" immediately, and the hospital will send a car to take the guest to the hospital for treatment. ?

If the guest is seriously injured, the assistant manager of the lobby will immediately inform the hotel driver to arrange the vehicle and accompany the guest to the hospital for treatment. ?

If the guest is injured at night, the manager on duty will send someone to accompany the guest to the hospital for treatment by taxi. (If you need to pay medical expenses in advance, you need to know the financial procedures. )

5. The assistant manager of the lobby reported the matter to the administrative office in writing, and the human resources department assisted the hotel to claim compensation from the insurance company.

6. Housekeeping department is responsible for cleaning up the scene.

7. The Engineering Department will arrange personnel to check the related equipment in the injured area of the guest and repair the faulty equipment.

8. The management will arrange personnel to visit the injured in the hospital, explain the reasons to the guests and appease them.

9. Relevant departments should follow up afterwards.