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.
Security & Safety
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.
Overview
Every colleague contributes to guest safety, not only the security team. This course, built from the Dyafa Hotels & Resorts training deck, shows hotel colleagues how to notice danger early and act calmly.
You will learn the three types of risk to watch for, five steps when you notice a hazard, short phrases that guide guests to safety, what to do and avoid, how to respond to a suspicious person or behaviour and how to stay calm in an emergency by following the hotel plan and the emergency team's instructions.
Source training material
Dyafa Hotels & Resorts
What you will be able to do
- Explain why every colleague contributes to guest safety
- Recognise risks in the place, from a person or behaviour, and emergencies
- Apply the five safety steps: notice, protect, report, get support, follow up
- Use calm, clear phrases to guide guests to safety
- Respond correctly to suspicious behaviour and emergencies without putting yourself at risk
Requirements
No prior training is needed; the course suits every hotel colleague. It supports, and does not replace, your hotel's emergency plan and official safety training.
Curriculum
Safety Is Everyone's Role
2 lessons · 10 min
- video Every Colleague Contributes to Guest Safety Preview 5 min
- text Three Types of Risk 5 min
The Safety Method
1 lessons · 6 min
- text Five Safety Steps and Calm Phrases 6 min
Safety in Practice
1 lessons · 7 min
- text Do and Avoid, Suspicious Behaviour and Emergencies 7 min
Frequently asked questions
What should I do first when I notice a hazard?
Notice the hazard and identify where it is, then move the guest to a safe place without causing panic, report to your supervisor or security immediately and ask for support rather than acting alone.
Should I stop a suspicious person myself?
No. Stay calm and keep a safe distance, do not accuse or stop the person alone, remember the place, description and direction of movement, and report to security or your supervisor as per procedure.
What must I avoid in an emergency?
Do not use the lift when its use is prohibited, do not return to the danger area, do not give unconfirmed information, do not block the emergency teams and do not leave a guest in need without support.
Related courses
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.
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.