How to deal with complaints of food poisoning from guests in a hotel

Food poisoning is mostly caused by improper cleaning of food and beverages. Symptoms of poisoning are mostly seen in abnormal gastroenteritis, such as nausea, vomiting, abdominal pain, diarrhea, etc. In order to ensure the personal safety of all guests, the following measures must be taken:

1. Purchasing staff should check the purchasing, receiving personnel should check the goods, warehouse personnel should check the warehouse, and chefs should check the production.

2. Responsibilities of the person who discovers food poisoning:

(1) Report to the switchboard and state your identity, location, person with food poisoning, nationality, degree of poisoning, symptoms, etc.

(2) The reporter should take care of the poisoned person nearby, do not leave the patient alone, do not move anything, and protect the scene.

3. Tasks of the switchboard attendant:

(1) After receiving a food poisoning notification, inquire about the time, location, number of people poisoned, degree of poisoning, symptoms and record them.

(2) Concisely notify relevant departments to arrive at the food poisoning scene in the following order:

A. Medical office and food inspection room;

B. General manager , deputy general manager, lobby manager, security department;

C. duty manager, catering department;

D. front office luggage room;

E. Administrative office fleet.

4. After food poisoning occurs, designated personnel rush to the scene with the following equipment and items:

A. Clinic staff: first aid equipment, medicine, oxygen;

B. Security Department personnel: walkie-talkie, recording paper, flashlight;

C. Luggage room personnel: carry stretchers according to the poisoned persons;

D. Food inspectors: food sampling equipment.

5. Responsibilities of relevant personnel after food poisoning occurs:

(1) Clinic staff:

A. Rush to the scene with first aid equipment, oxygen, etc. , promptly diagnose the poisoned person, take emergency rescue measures, and be responsible for contacting the emergency center according to the on-site command requirements. If the poisoned person needs to be sent to the hospital, the medical office should send a dedicated person to accompany him there;

B. Public Security When the government agency comes to the store to deal with food poisoning, medical staff should take the initiative to provide the pathological conditions of the poisoned person;

C. When the leader decides to notify the epidemic prevention department to come to the store, the medical staff is responsible for briefing the epidemic prevention department on the poisoning situation and reception work.

(2) Security Department personnel:

A. Rush to the scene immediately, set a cordon, and prohibit irrelevant personnel from entering and watching;

B. Assist Medical personnel rescue the poisoned person and make records of interviews with the discoverer and those with knowledge of the scene;

C. When the situation is serious, follow the poisoned person to the hospital, make timely records of interviews with the poisoned person, and identify the poisoning at the same time The identity and nationality of the person;

D. The store leader decides to notify the Public Security Bureau, and the Security Department is responsible for contacting the Public Security Bureau and doing the reception work;

E. If the poisoned person dies, arrangements should be made Guards should protect the scene and conduct preliminary investigations. If there is a suspect, they should immediately control the suspect and carry out reconnaissance work.