9.BombScare SuspectPackage EN Jan2016

9.
BOMB SCARE/SUSPECT PACKAGE
NOTICE
This guidance is an aid to managing sensitive situations.
Its recommendations may be followed simultaneously, or in a different order, as the situation requires.
Swift action is essential: the first hour is crucial.
The top priority is to take effective action.
Managing sensitive situations is a team effort involving all levels of the organisation.
Definition: The reporting of the existence of an explosive device or a suspect package either
in, or in the immediate vicinity of, the hotel. The source of the tip-off might be
anonymous, an employee, a customer or the authorities, and it could be reported
in person, by telephone, email, etc.
>> In the event of a bomb scare

The warning can be triggered in several ways:
 Receipt of a written or recorded message (letter, fax, email, voice mail, etc.);
 Telephone call;
 Discovery of a suspect package (see next section).
Keep calm and do not alarm customers

 If the warning comes from a telephone call, collect as much information as possible, referring to
the Receiving a threatening call (Appendix A) guidance
 If the bomb scare is triggered by receipt of a letter:
 handle it with care so as to keep any possible traces and fingerprints needed by investigators
 note who has handled it, and restrict the number.
Notify the relevant authorities

 Alert the police and/or bomb disposal service and follow their instructions.
Take the first steps
 Depending on the situation and the instructions received, look for any suspect packages, making
use of the Suspect item search (Appendix B) guidance
The search will be conducted by staff, first in communal areas (reception, restaurant, car park, corridors, lift cages), the
grounds and the hotel’s key facilities, then floor by floor.
 Print out a list of customers present and put it in a safe place away from the hotel.
ACCORHOTELS | Safety and Security Department January 16 - 1/7

Bomb scare/Suspect package
>> Discovery of a suspect package

Security measures
 Never touch or handle a suspect item.
 Ban the use of mobile telephones and radio transmitters in proximity to the item.
 Set up a safety cordon and evacuate everyone inside it.
Open doors and windows within the cordon.
Raise the alarm

 Alert the police and/or bomb disposal service and follow their instructions.
 Report the discovery of a suspect item immediately to the hotel manager and duty manager.
State the location and the type of item concerned.
 Attempt to identify the item’s owner.

 Continue searching for any other suspect packages there might be.
>> Evacuation
 The hotel manager gives the order to completely evacuate the premises:
 in conjunction with the authorities
 if an explosive device is actually found.
 Check no suspect packages are to be found at the mustering point.
If need be, designate a different mustering point. Warn the authorities immediately.
 Follow the evacuation procedure used in the event of a fire.

Avoid directing people past the location of the suspect package to the greatest extent possible.
 Prevent anyone approaching the evacuated area.
 Remove the list of customers present, the list of staff on duty (several copies if possible) and the
crisis management file (including the contact lists, the log book and this guidance).
 Organise a roll-call of customers and staff using the list of customers present and list of staff on
duty.
Note their full names, nationalities, languages spoken, where from and the dates of their stay.
If an explosion occurs, please refer to the Explosion-Fire guidance.
>> Once the immediate danger has passed or the area has been
evacuated
 Designate the Crisis Committee, convene a meeting with the members to coordinate the next steps
to take.
 Designate a member of staff to greet and guide the emergency services and authorities.
 Inform hotel staff.
 Keep to the facts to prevent rumours.
 Remind them to make no comment if asked questions by the media or other customers.

Report to immediate line manager or crisis coordinator

 Contact the country/region management (immediate line manager and HR if necessary) or the
crisis coordinator at the country/region head office, as soon as possible.
If they cannot be reached, contact the Worldwide Crisis Committee on +33 609 100 200 (24/7) for country
or worldwide crisis situations.
Assess the situation with the person contacted:
o Is there still a danger?
o Is anyone injured?
o How many customers are affected?
o What is the impact on the hotel’s business and on other customers or employees?
o Do the customers include any celebrities?1
o Is there media coverage or a media presence?
 Send the Report on initial information.
Template downloadable from AccorLive/Safety and Security Department/Crisis Management/Hotels.
Recipients: immediate line manager and country/region crisis coordinator.
Copy: Worldwide Crisis Committee ([email protected]) if necessary.
Dealing with media pressure

 Contact the country/region Communications Department and follow their instructions.
 Pending specific instructions:
 Avoid making any comment. The following response can be used to deal with inquiries:
“We are taking all the precautions necessary to ensure the safety of our customers and staff.
We are working closely with the authorities.”
Even if the media make repeated inquiries, it is advisable not to agree to any interviews and repeat the
“holding message” until instructions are received from the Communication Department.
 Remind staff of this directive.
 Provide a suitable, separate holding area for the media.
 Check call handling at the switchboard/reception (call forwarding or collecting of contact details).
Managing the situation

 Open the log book at the earliest possible opportunity.
Template downloadable from AccorLive/Safety and Security Department/Crisis Management/Hotels.
Record events, decisions taken, steps taken and names of the persons involved, in detail and with exact
timing, as and when they occur.
Always record the identity of persons involved in on-site operations (excluding the emergency services).
>> Monitoring the situation

Keep an audit trail of events, decisions and actions
 Continue to update the log book, and keep it and all documents related to managing the event
secure.
(In case of any legal proceedings.)
 Keep customers and staff regularly informed of the facts as known.
 Seek out and collect useful witness statements from customers and staff.
Note their contact details: full name, address and telephone numbers (see witness statement guidance
template).
 Keep CCTV footage, and prepare a copy for the police if necessary.
 In France, fill in the Incident report available in the Security section of the Hotels France intranet.
1
The involvement of a celebrity does not change the assistance provided by AccorHotels, but it might have an effect on how
information and communication are handled.

Assist hotel customers and staff

 With the authorities’ agreement, allow customers and staff back into the hotel
 Offer counselling to staff and customers who might need it.
Remember to retain documents providing evidence of assistance offered.
If applicable in the country in question, convene a meeting of the Occupational Health and
Safety Committee.
What not to do!

 Ignore or fail to take seriously the reporting of a suspect package
 Alarm customers

APPENDIX A – RECEIVING A THREATENING CALL

The following guidance should help you obtain as much information as possible when a bomb warning is
received by telephone.
Remain calm and be polite.

Listen carefully, and do not interrupt the caller.
Try to obtain as much information as possible.
Fill in this form and give it to the General Manager.
Incoming call:
Date: Time: Call duration:
Full name of staff member: Hotel:
Precise wording of the call (continue overleaf);
If the call is from the authorities, verify by taking the caller’s name and calling back the organisation
using a telephone number determined previously.
Questions to ask
WHO are you?
WHEN is the bomb due to go off?
WHERE is it?
WHAT does the device look like?
WHY was the bomb planted?
Caller identification
 Man  Woman  Familiar voice (give details):
 Adult  Adolescent  Caller seems to know the premises (give details):
Voice characteristics Attitude
 Loud  Quiet  Calm  Angry
 High-pitched  Deep  Solemn  Cheerful
 Disguised  Coherent  Incoherent
 Recorded message  Determined  Emotional
Background noise (give details):
Accent Language level
 Local  Excellent
 Foreign (give details):  Average
 European (details):  Poor
Elocution
 Fast  Slow  Stuttering  Nasal

 Clear  Distorted  Slurred  Lisp
 Other (describe):

APPENDIX B – SUSPECT ITEM SEARCH

MANAGER CHECKLIST
This procedure aims to detect any item that is suspect because:
 it should not be there
 it is of unknown provenance
 it is not where it belongs
 its appearance is unusual
 it is similar to an item described during a bomb warning.
Keep calm.
If possible, form teams of two staff and assign them an area to search.
Reiterate the instructions in the event a suspect item is found.
Fill in this form.
Search instigation:
Date: Time: Hotel:
Surname and first name:
Reasons for search:
Instructions to be given to search teams

 Never touch or handle a suspect item.
 Set up a safety cordon and evacuate everyone inside it. Open doors and windows within the
cordon.
 Report the discovery of a suspect item immediately.
 Ban the use of mobile telephones and radio transmitters in proximity to the item.
 Attempt to identify the item’s owner.
 Do not call a halt to the search, when the first item is discovered, in either the area concerned
or other areas.
Procedure
 Reiterate the search technique:
 On entering each area, take a moment to scan the room to spot anything unusual.
 Search each room by dividing the area into height levels: ground level, up to shoulder height,
and up to the ceiling.
 Always extend the inspection into neighbouring areas by opening doors (staircases), looking
through windows, etc.
 Be thorough, and remember to look inside wastebins, cupboards, behind curtains, under
tables with tablecloths, pot plants, etc.
 Issue instructions depending on their familiarity with the search area.
Staff will consequently be in a position to locate anything unusual – objects moved, open cupboards,
suspect items, etc.
 Start the search in the area described in any bomb warning received, and in easily accessed areas,
which terrorists often prefer.

Checklist (adapt for each hotel)

Checked (note
Areas to search Designated person(s)
time)
Lobby and reception
Concierge’s office
Administrative office
Sales and bookings department
Left luggage
Cloakroom
Restaurant 1
Restaurant 2
Bar 1
Bar 2
Lounges
Kitchens and toilets
All floors accessible to customers

Linen room and sink units
Ice machine rooms
Lift cages
The hotel’s immediate vicinity

Mustering points
Parking areas
(Look out for suspect vehicles)
All meeting rooms
Swimming pool (+ equipment room)

Outside communal areas
Terraces and gardens
Car parks and garages

Delivery bays
Roofs, lift & electrical equipment rooms

Heating and maintenance area
Technical offices
Management offices
Maintenance department
Laundry
Storerooms
Other area to be checked (state which)
Other area to be checked (state which)

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9.

BOMB SCARE/SUSPECT PACKAGE

>> In the event of a bomb scare

Keep calm and do not alarm customers

Notify the relevant authorities

ACCORHOTELS | Safety and Security Department January 16 - 1/7

>> Discovery of a suspect package

Raise the alarm

 Attempt to identify the item’s owner.

 Follow the evacuation procedure used in the event of a fire.

If an explosion occurs, please refer to the Explosion-Fire guidance.

ACCORHOTELS | Safety and Security Department January 16 - 2/7

Report to immediate line manager or crisis coordinator

Dealing with media pressure

Managing the situation

>> Monitoring the situation

ACCORHOTELS | Safety and Security Department January 16 - 3/7

Assist hotel customers and staff

What not to do!

ACCORHOTELS | Safety and Security Department January 16 - 4/7

APPENDIX A – RECEIVING A THREATENING CALL

Remain calm and be polite.

Background noise (give details):

Accent Language level

 Fast  Slow  Stuttering  Nasal

ACCORHOTELS | Safety and Security Department January 16 - 5/7

APPENDIX B – SUSPECT ITEM SEARCH

Instructions to be given to search teams

ACCORHOTELS | Safety and Security Department January 16 - 6/7

Checklist (adapt for each hotel)

All floors accessible to customers

The hotel’s immediate vicinity

All meeting rooms

Swimming pool (+ equipment room)

Car parks and garages

Roofs, lift & electrical equipment rooms

Other area to be checked (state which)

Other area to be checked (state which)

ACCORHOTELS | Safety and Security Department January 16 - 7/7

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