Accident EN Jan2016

27.
SITE ACCIDENT
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: Any event on a building site resulting in a life-threatening situation for a member
of staff, customer or service provider: fall, collision, electrocution, burns and
other injuries (as examples) whether the building site is for refurbishment (hotel
remaining open or otherwise) or a new build.
>> First of all

Security measures
Ensure the victim is safe and provide first aid.
Secure the accident site.
Protect anything useful to a possible investigation (do not touch anything).
If need be, set up a security cordon to prevent further subsequent accidents and provide easier access for the
emergency services.
Alert the emergency services and/or relevant authorities (police, health authority, etc.).
Call the emergency services (Ambulance 15 / Fire brigade 18).
Call the police (17) if the incident was caused by a malicious act.
Immediately warn a line manager.
If any deaths occur, please refer to the Death of a customer/employee guidance.
>> Once the immediate danger has passed

Designate the Crisis Committee, convene a meeting with the members to coordinate the next steps
to take.
Organise help for victims
Designate a member of staff to greet and guide the emergency services and authorities.
Collect key information about the victim(s).
Name, address, people to contact, medical information, etc.
Ensure family/friends are looked after (especially children and dependent adults) if they are in the
hotel.
Inform the other workers and hotel staff (if the work is a refurbishment site).
Keep to the facts to prevent rumours.
Remind them to make no comment if asked questions by the media or other customers.
ACCORHOTELS | Safety and Security Department January 16 - 1/4

Site accident
Report to immediate line manager or crisis coordinator

Contact the country/region management (immediate line manager and HR for an employee) or the
crisis coordinator at the country/region head office, as soon as possible.
If they cannot be reached, contact the Worldwide crisis permanence on +33 609 100 200 (24/7) for country
or worldwide crisis situations.
Assess the situation with the person contacted:
o How serious is the accident (fatalities/injuries)?
o Do the victims include any children?
o What is the presumed cause of the accident?
o What is the impact on the hotel’s business and on customers or employees?
o Do the hotel customers or victims include any celebrities1?
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, the country/region crisis coordinator and relevant persons depending on
the type of building site.
Copy: Worldwide crisis permanence ([email protected]) if necessary.
Manage communication and any 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:
“Everything has been done to give first aid to the victim. We are in the process of collecting
the information needed by investigators. As a police investigation is underway, we cannot
comment further.”
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 hotel staff and site workers of this directive.
Provide a suitable, separate holding area for the media.
In a refurbishment situation, check call handling at the switchboard/reception (call forwarding or
collecting of contact details).
When a hotel is being refurbished, it remains operational. Therefore keep the accident from
customers, ensure they are not in any danger and are not harassed by the press.
Manage the event

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).
If the victim cannot do so himself/herself, and with his/her agreement:
If domestic regulations so require, the police will inform the family.
In the absence of specific regulations and with the agreement of the police, the GM (or the country HR
Dept. for an employee):
o Will inform the family for a customer or employee who is a national of the country.
o Will contact the consulate or embassy of the customer’s or employee’s home country, which will
take charge of contacting the family.
o In respect of an organised trip, will inform the family in conjunction with the trip organiser or
tour operator.
In the various situations described above, pass on a direct telephone number for contacting the GM without
going through reception.
Keep to the facts about the circumstances surrounding the accident.
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.

Site accident
Ensure the family/friends of the victim are looked after if they have gone to the hotel.
Ensure the victim’s personal effects are kept securely.
Prepare a joint inventory of the victim’s personal effects in the presence of a manager and possibly a police
officer or member of 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).
Photograph or film the site concerned (but do not photograph any victims) and damage to
property.
Keep CCTV footage, and prepare a copy for the police if necessary.
Identify the causes of the accident, and eliminate any source of danger permanently.
Submit a claim to the insurance company and/or broker.
In France, fill in the Incident report available in the Security section of the Hotels France intranet.
Assist victims with future arrangements

Obtain regular updates on their progress in the event of hospitalisation (or sick leave).
Offer help and support to injured individuals in procedural matters.
For example, subsequent medical consultations, pressing charges, airport transfer, repatriation, etc.
Remember to retain documents providing evidence of assistance offered.
Offer counselling to staff, customers and site workers 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.

Site accident
CRISIS CONTACTS SHEET

SITE ACCIDENT
(HOTEL UNDER CONSTRUCTION OR CLOSED)
Scope
Any event on a building site resulting in intervention by the authorities, fire brigade or other
emergency services (major equipment failure, fire, damage to neighbouring property, accident with
injuries).
Such events must be reported immediately to the building owner’s representative and to the
AccorHotels representative
Site name: …………………………………

Hotel code:………… Operating type: …………
Address: …………………………………………….
Country: ……………………………………….
Name and mobile number of the site contractor manager to be notified in the event of an
accident: ……………………………………………….
IMPORTANT
1) This document must always be on the building site in the manager’s office
2) The people to be contacted vary depending on whether the site is:
- a new-build hotel
Name of the site manager or his/her representative: …….…………………….

Mobile phone: ………………….…………………. Email: ………………………..
Name of the Accor project manager:
If Accord project manager not available, notify Accor Country Technical Department:
………………………………
Contact name: …………………………………………
- a hotel refurbishment
Name of the site manager or project manager: …….…………………….

Name of hotel manager who will refer to the APACHE “Site accident” guidance to follow the in-
house information escalation circuit: ……………………….
>> First of all

Ensure the victim is safe and provide first aid.
Call the emergency services. Tel.: ………….
Secure the accident site.
If need be, set up a security cordon to prevent further subsequent accidents and provide easier access for the
emergency services.
Notify the authorities
Immediately warn a line manager at the company managing the building site
Inform the other workers (and the hotel for refurbishment projects) that a serious accident has occurred
Even if the media make repeated inquiries, it is advisable not to agree to any interviews and repeat the “holding
message” below until advice is received from the Communication Department.
“Emergency measures have been taken and first aid given to the injured. We are collecting the
necessary information about this accident. We cannot make any further comment at this stage.”
Reiterate to those present the instructions not to respond to media inquiries.
Provide a suitable, separate holding area for the media, if necessary.

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27.

>> First of all

Immediately warn a line manager.

If any deaths occur, please refer to the Death of a customer/employee guidance.

>> Once the immediate danger has passed

ACCORHOTELS | Safety and Security Department January 16 - 1/4

Report to immediate line manager or crisis coordinator

Manage communication and any media pressure

Manage the event

ACCORHOTELS | Safety and Security Department January 16 - 2/4

>> Monitoring the situation

Assist victims with future arrangements

ACCORHOTELS | Safety and Security Department January 16 - 3/4

CRISIS CONTACTS SHEET

Site name: …………………………………

Name of the site manager or his/her representative: …….…………………….

Name of the site manager or project manager: …….…………………….

>> First of all

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

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