Every employee, whatever their role, must know where the fire exits are, how to raise the alarm and where the assembly point is. Fire and evacuation procedures differ by building and country, so follow your hotel's training and local rules.
Why it matters
In an emergency, guests follow anyone in uniform. If you know what to do, you can guide people out safely.
Key ideas
Know before it happens
Learn where the exits, fire alarm call points, extinguishers and first aid kits are, and who the first aiders are on your shift.
Raise the alarm
If you discover a fire, use the nearest call point or follow your hotel's procedure, then tell reception. For a medical emergency, call a first aider at once.
Your area, your role
Room attendants may guide guests on their floors, breakfast staff clear the restaurant and porters help at the entrance.
Step by step
- 1
Stop work and stay calm when the alarm sounds.
- 2
If it is safe, switch off equipment such as toasters.
- 3
Guide nearby guests to the nearest exit, never the lifts.
- 4
Close doors behind you to slow fire and smoke.
- 5
Report to your supervisor at the assembly point.
Do
- Walk your exit routes in your first week.
- Keep trolleys away from fire doors and stairs.
- Report blocked exits or missing extinguishers at once.
Common mistakes
- Don't go back for belongings or to finish a task.
- Don't fight a fire unless you are trained and it is small and safe.
- Don't touch a suspicious bag; keep people away and report it.
The situation
You are cleaning on the fourth floor when the fire alarm sounds. A guest opens their door and asks what is happening.
What a professional does
You say calmly, 'The fire alarm has sounded. Please leave by the stairs, not the lift.' You point to the nearest exit, park your trolley clear of the stairs and go to the assembly point.
Useful phrases
“Please follow me to the nearest exit.”
“Please wait at the assembly point until we say it is safe.”
Pro tip
Whenever you start work in a new area, find the two nearest exits first.
Quick check
Why should you report to your supervisor at the assembly point?
Think about it, then show the answer
So you are counted. If you are missing, firefighters may risk their lives searching for you.