Tourism dmgt

DISASTER MANAGEMENT

TOURISM SECTOR

HOTELS and RESORTS

- P.N.Rao

Tourism • Tourism sector is a fast developing sector of the world.

• Tourism in its broadest generic sense can develop understanding among the people, provide jobs, create foreign exchange and raise living standards than any other economic force.

• Tourists’ perception is always positive and their experiences are beyond expectations based on cultural enrichment and local people friendliness and local hospitality facilities.

• Environmental pollution, local poverty, language barriers, sanitation and cleanliness lead to lack of communication between tourists and local people affecting tourism sector.

• Five motivational factor are identified as: quality of taste, authentic experience, rural development, health concern and knowledge. Quality of taste is normally chosen as a primary motivational factor by visitors to consume local food during their holidays.

• Some people prefer branded tourism of cities but some others prefer ecofriendly and forest based tourism. Resorts are

becoming popular. 2

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• Normally tourists prefer natural habitation which is

surrounded by jungles, forests, rivers, mountains and

coastal areas to release stress or for spending holidays.

• It is prone to various disasters like floods, avalanches, land

slides, earthquakes, tsunamis, cyclones, forest fires and so

on.

• Urban tourism too is surrounded by many man made

disastrous situations like major fires, Industrial disasters,

chemical disasters, epidemic, environmental disasters due

to air pollution and natural disasters like earthquakes,

coastal floods, cyclones and avalanches too.

• Urban tourism faces more risk due to dense structures and

often congested roads slowing down relief operations

during disasters.

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Park Central Hotel, Hartford, Connecticut, collapsed by the bursting of a boiler, February 18, 1889. 23 people died because of this disaster

Tourism Sector

• As per National Tourism policy 2002 Tourism should be

Government led, public - sector driven and community

oriented.

• It shall have legislative frame work to ensure safety, security

and health care and they must be given prime importance.

• It should be also be eco-friendly.

Operation: It is Government, private or partnership of both

operated together.

• Travel operation is either single mode operated or coordinated

by different modes.

• It is catering its services for Star hotels, resorts, medium

paced hotels, caterings, restaurants etc.

• Joint venture of Travel and Catering services. 5

COMMON DISASTERS IN TOURISM SECTOR

• Fire

• Cyclone

• Tsunami

• Floods

• Avalanche

• Tornedo

• Earthquakes

• Train accidents

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FIRE HAZARD

• A fire hazard is a situation in which there is a greater than normal risk of harm to people or property .

• Fire hazards are caused due to materials which catch fire easily and produce toxic fumes when heated or objects which block fire exits, such as blocked cooling vents, or overloaded electric systems and threat hazard to people.

• Fire due to equipment, LPG, oxy acetylene, oxygen, hydrogen and other inflammable cylinders’ explosions.

• Burst of boilers. • Fire can spread rapidly in insufficiently protected fuel

stores or areas with high oxygen concentrations.

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Safety measures

• Sand is suitable for inflammable liquids and combustible metal fires. (Class B and Class D type fires)

• Water is suitable only for general fires ( Class A fires)

• Hydrants at suitable locations along with water jets can ideally be used for.

• Powder filled Fire extinguishers can be used for electric fires.

Fire Extinguishers types:

• Foam filled for fires other than electric and liquids.

• Powder filled for inflammable liquids and combustible metal fires.

• Carbon di oxide (CO2) filled for electric fires.

• Special type cylinders for fats and oils.(newly introduced)

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Disaster Management is desirable in ensuring

Safety and Security

• Coordinated approach towards multiple agencies involved in tourism is to be ensured in the organisation. The same approach must be ensured in Disaster Management planning with coordination of police, doctors, government and non Government agencies, suppliers and other stake holders.

• Consultations with different agencies is necessary at all stages of Disaster Management cycle.

• Commitment regarding activated strategy be ensured.

• Communication and clearly articulated protocols are needed.

• Educating staff and managers about disaster management through training modules is the call of the time.

• Risk assessment and analysis should be done.

• Prioritisation of relief work is yet another factor of concern.

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• Protocols should clearly be defined for Involvement of staff

and MoU (Memorandum of Understanding) signed with

government, non government agencies (hospitals, fire brigade,

crane operators, transport etc.) and other stake holders as per

demand.

• Community capability assessment of relief material and

inventory of relevant physical, financial and organizational

resources.

• Strengthen surveillance through monitoring systems through

CCTV, GIS, GPS and other gadgets.

• Warning systems: technically advanced, user friendly and

reliable equipments be used by trained staff .Equipments should

be tested periodically to avoid failures during disasters.

• Media management: Misleading and contradictory information

must be avoided. Accountable and responsible official should

take over to give information to media.

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• Rescue: Flexibility in diverting responses to identified

higher risk areas, areas and functions which the organization

normally does not carry out and variation in rescue

operations for different types of disasters should also be

considered.

• Lift should not be used during fire or earth quake since

power fails during disaster. They should immediately come

out of rooms. If trapped they should come out crawling or

shift to other room.

• In case of outer attacks guidance must be sought with from

hotel management.

• Review of past disasters, their preparedness, rescue,

rehabilitation, prevention and mitigation measures be taken

to develop strong Disaster Management mechanism to

develop customers’ confidence during risk.

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Hotel Taj Mumbai on fire

Hotel Taj Mumbai attack 26/11/2008

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Preparedness and rescue strategy

• 24x7 control room with trained staff and fully developed infrastructure ready with Disaster Management plans and maps be established well in time.

• Rescue teams should be formed specifying different rescue operational areas with accountability under competent authority’s leadership.

• Protect your customers, infra structure, management records and systems against potential threats. Electronic date vaulting, monitoring and interfacing data must be processed to restrict unauthorized entry.

• Organize a system to indicate levels of alerts during disaster to alert customers and staff well in time and the system will also expatiate positive help as per requirement from all agencies. Intercoms, multichannel cable TV, alarms etc. be provided in each room and kept on to communicate with tourists trapped in rooms.

• Minimize disruption and operational losses by positive action.

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• Manage the recovery operation in an organized and

effective manner with cooperation of government, non

government agencies and other stake holders. System

integration with all agencies specially essential service

agencies must be ensured.

• Divert help promptly to remote and overlooked area.

• Restore and build back confidence in customers, investors,

and stakeholders to maintain brand image and reputation of

the organization.

• Fully observe survival procedures.

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Search operation for survivals and victims

Rescue

Event management. Functioning :

• Control room coordinating external and internal agencies and rescue teams with disaster management plans and maps.

• 24x7 basis round the clock assistance system in well identified booth. Rest rooms with water , food and toilet facility for staff working round the clock in shift must be ensured.

• PA system be enacted to alert people of the event.

• Display of help line numbers and essential services numbers at suitable places be ensured.

• Communication with STD facility for contacting relatives of victims should be established.

• Exit doors and emergency doors must be properly identified.

• Instruct customers and staff to avoid lift during fire since power failure is apparent during fire. Windows and doors of ground and first floor can well be used foe escape during fire or terrorist attacks.

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• Special attention to pregnant women, children, elders,

physically challenged and live stock if any must be

ensured.

• Adequate water and food arrangements by keeping stock

lasting for more than three days be ensured for possible

blockades.

• Collect addresses and phone numbers of victims.

• Render first aid to injured.

• Hospitalization of seriously injured be on priority.

• Maintain hospital wise list of injured.

• Securing dead must be ensured.

• Detailed casualty list be display at suitable places and also

given to media.

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Medical Management:

• Priority must be given for rescuing victims.

• First aid must be rendered immediately.

• Victims should immediately be sent to hospitals keeping the

record of those sent.

• Victims and relatives in trauma must be taken care of and

measures should be taken them to relieve them out of

trauma.

• Water and food arrangements must be ensured.

• Addresses of victims should be collected from records.

• Proper arrangements must be made to for informing the

relatives of victims and dead.

• Dead bodies must be secured.

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Constraints in rescue operations

As per various findings of enquiry reports/ recommendations and

research aftermath disaster all over the world it was found that

there are many constraints in rescue operations:

• Delay in reaching rescue material by the agencies is due to

procedural lapses like delay in approval by higher management,

delay in inspection of material, account constraints etc.

• Non procurement of items well in advance.

• Lack of independence in sending the material to the site of

disaster, even though material is ready but awaiting for orders.

• Delay due to ‘who to do first?’ tendency by non government

agencies.

• Multiple agencies acting separately.

• Unwanted and non user-friendly rescue material reaching the

site of disaster.

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MITIGATION

• Photo detection and finger identification systems of identification for persons entering the premises can save from many threats of disasters.

• Hazard mapping can help identifying disaster prone locations to get them alerted.

• Hazard risk and vulnerability analysis as preparedness measure should be done on priority and well in advance.

• Land use planning by relocating damaged units if any to safer location.

• Community participation programs can help in dealing with disaster well in time.

• Community preparedness programmes with training should be organised by taking help of the government or NGOs. .

• Internal and external functioning surveillance through CCTV, GIS and GPS must be a part of the system.

• Holistic approach through technical up gradation must be inculcated in staff to deal with disasters.

• Waste water management and rain water harvesting for storing water in sumps for emergency usage in case of fire can yield good results during disaster..

• Procurement of warning systems and fail safe equipments be ensured.

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• Power supply and communication normally fail during fire.

• Standby power supply as generators, invertors, solar panels

should compulsorily be added in the infrastructural facilities.

• Water sump with hose and hydrants must be provided to act

immediately on fire.

• Wireless or microwave communication can serve better.

• Sufficient number of walkie talkies be made available.

• Mobile phone accessibility through advanced technology can

help in disaster.

• HRD: resourceful utilisation of human element can yield

positive results through knowledge sharing and welfare

programs.

• Display of Disaster management plans be made readily

available to employees, management, rescue teams and

customers for positive guidance. 25

OTHER MITIGATION MEASURES

• Positive implementation of various committees reports with financial

implications.

• Strengthening surveillance by upgrading technology.

• Post disaster Judicious enquiry system with un biased

recommendations.

• Implementation of learning from past strategies.

• Safety awareness programs for employees and officers.

• Replacement of old electric wiring with standard concealed wiring.

• Auto response to faults with technically upgraded systems.

• Adequate fire safety equipments as fire extinguishers, smoke

detectors and fire detectors with alarms to deal with all types of fire.

• Oxygen masks to safeguard from smoke. Since smoke is lighter than

air crawling can save from smoke.

• Wet cloth or wet tissue paper can absorb smoke to some extent if put

on nose. 26

ENVIRONMENT POLLUTION AND HEALTH HAZARDS

IN TOURISM SECTOR

• Waste disposal management is a crucial factor of hoteling sector.

• Garbage comprises of Underused material, unused material

awaiting disposal, left overs by customers and kitchen garbage.

• It is seen that garbage is stacked out side boundary walls for

disposal. Delay in clearance may spread epidemic in the area.

• The garbage lying outside boundary wall may pollute air

affecting health of outside community and even the customers.

• The scene may affect the credibility of the hotel too.

• Dry and wet garbage must be disposed off separately.

• Underground pipelines to recycle plants for garbage clearance

can yield better results.

• If space is available for gardening waste may be dumped in pits

and used as manure. 27

CUSTOMER CARE BY TOURISM AND HOTEL MANAGERS

Managers

• Should identify themselves to the customers.

• Tourists unfamiliar with the area, elders, pregnant women, children and physically challenged should be well identified and timely help should be rendered to them.

• Managers should be proactive to alert customers of warnings.

• They should well plan Medical Management for injured in rendering First Aid and shifting them to hospitals.

• Communication network for informing other agencies for help should be strengthened.

• They should ensure that customers are well informed of the warning systems of disasters and post disaster activities.

• Managers should be well trained in disaster preparedness and rehabilitation programms.

• They should possess an updated disaster management plan and they should ensure that instructions are well displayed at appropriate places.

• They should be well conversant with evacuation plans and the evacuation outlets should be well defined to enable tourists/customers escape safely during fire, terrorist attacks or other eventualities. Use of lift should be banned during such dangerous situations . Lifts should freely be used since power normally fails during such situations.

• They should be well acquainted with rehabilitation plans to evacuate customers to safer places.

• Water and food arrangements must be ensured.

• Management and staff personal should also be taken care of for safety, roster, water and food. If neglected they can not become a part of your disaster management process.

• Special incentives should be announced for the staff as motivation.

• Families of staff residing near by should also be rendered due care to get holistic participation of staff in the Disaster management process.

• More employees can be deployed to meet with disaster.

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Geospatial Information System GIS

a tool for Disaster Management

• GIS can be used as an important methodological tool for

Disaster management system.

• Natural disasters can not all together be eliminated but

impact can be reduced by implementing proper disaster

management plans to reduce risk.

• It provides resilience to natural disasters and help in post

disaster impact reduction.

• It is an effective forecasting assessing ,monitoring and communication system .

• Geospatial information available can be disseminated to all concerned Disaster management officials making rescue operations easy and is quickly responsive.

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• Information generated can be used as training tool for

disaster management trainees.

• It is a reliable data provider for analyzing and studying

vulnerable locations and as a pre warning system too.

• GIS data can effectively be used for monitoring, assessing

and mitigation.

• It’s high resolution data can easily analyze natural hazards

speedily with cost effectiveness.

• Pattern and forthcoming impact of disasters can be easily

visualized as pre warning system.

• It can clearly identify vulnerable locations and help in

hazard mapping, vulnerability and risk analysis, mitigation

and preparedness well in advance.

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MEDIA MANAGEMENT

• Only nominated official at the site of accident shall be responsible for giving information to the media.

• Authorized person be first for giving information • He shall be responsible to give authentic information to the

Media. • He should portray an image of professionalism and

compassion and co operate the media. • He should Present a positive and accurate perception of the

disaster. • He should not speculate. • He should present an accurate and up to date account of the

emergency which help in getting timely assistance. • He should gather and monitor correct information for

disseminating to media. • Interview presentation should be with correct facts and

short statements to avoid confusion.

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CONCLUSION

• Tourists can enjoy tourism only when they are confident of

their safety and security. Then they enjoy safe outing.

• They are not much bothered about comforts except

necessities during adventurous outing but they need safety

and security.

• It is the responsibility of tourism sector to be committed to

the tourists for rendering best service keeping cleanliness,

adequacy, safety and security in mind.

• The tourists especially international should feel physically

invigorated, mentally rejuvenated, culturally enriched,

spiritually elevated and feel India from within.

• Tourists are source of money for the tourism sector.

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• A developed tourism can help in release stress, give

comfort, peace, and satisfaction to customers.

• Tourism generate employment and help in reducing

poverty in the area .

• It develops standard of living in locals and increase literacy

level.

• Tourists like local foods so local raw material sale gets

promotion, may be through hotels.

• Local markets boosts up.

• Customer confidence can be developed by providing

comfort, safety and security to them.

• Well organized tourism can also help in boosting up

National economy.

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Barcell cepilo beach resort

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Shelter for peace

Acknowledgement

Sources for further reading:

• National Tourism policy 2002

• http://www.tourism.gov.in

• National conference on Future Challenges and opportunities Disaster Management 7 July 2007.

• Disaster Management Future Challenges and opportunities ed. by Jagbir Singh, New Delhi, I.K. International publishing house

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THANK YOU

Potlacharla N. Rao

(P.N.Rao). DRTM; DTEM.

Life associate IRT(244) Delhi

S.T.M ( Safety) Gaz. Retd.

e mail [email protected]

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