Emergency Evacuation and Guest Assistance
What every hotel colleague does when the alarm sounds: act at once, guide guests on the safe route, help those who need it and account for everyone.
Security & Safety
Assisting Sick or Injured Guests
Learn what to do in the first minutes when a guest is sick or injured: secure the area, call trained help or 997, stay with the guest and follow up professionally.
Overview
When a guest falls ill or is hurt, the first minutes matter. You are not expected to diagnose anything; your role is to protect the guest, call the right help and follow instructions. This course, built from the Dyafa Hotels & Resorts training deck, shows every colleague how to do that calmly.
You will learn the three first steps Safe, Call, Stay, the signs that mean you must call the Saudi Red Crescent on 997 immediately, the four pieces of information the dispatcher needs, what to do and avoid while helping, how to act when a guest is injured, and how to support the medical team and close the case properly.
Source training material
Dyafa Hotels & Resorts
What you will be able to do
- Explain your role: protect the guest, get trained help and follow instructions without diagnosing
- Apply the first steps Safe, Call, Stay when a guest is sick or injured
- Recognise the signs that require an immediate call to the ambulance on 997
- Give the dispatcher the location, condition, hazard and callback number clearly
- Support the medical team and handle privacy, records and follow-up after the case
Requirements
No prior training is needed; the course suits every colleague in every department. It is an awareness course and does not replace certified first-aid training.
Curriculum
Your Role in the First Minutes
2 lessons · 11 min
- video Stay Calm, Protect and Get Help Preview 5 min
- text The First Steps: Safe, Call, Stay 6 min
Calling for Emergency Help
1 lessons · 6 min
- text When to Call 997 and What to Say 6 min
Helping Safely and Following Up
1 lessons · 7 min
- text Do and Avoid, Injured Guests and After Help Arrives 7 min
Frequently asked questions
Do I need to know first aid to take this course?
No. The course explains your role at awareness level: secure the area, call trained help or 997 and stay with the guest. Only give first aid if you are trained and authorised.
When should I call 997?
Immediately when there is a danger to life, for example the guest is not responding, not breathing normally, has severe or sudden chest pain, severe bleeding or a serious injury, continuous seizures or a condition that is getting worse quickly.
Can I give the guest a painkiller or something to eat?
No. Do not give the guest any medicine or food without guidance. Ask for medical help and follow the instructions you are given.
Related courses
Guest Safety and Security
Learn to notice risks early, protect guests without causing panic, report quickly, respond to suspicious behaviour and follow the emergency plan calmly.
Lost and Found and Valuables
Learn what to do when you find a guest's item: secure it, report it, record it, hand it over officially and return it only after verification.
This course inside a full programme
Most teams take this as part of a department programme that ends in one verifiable certificate.