1. Purpose

The purpose of this policy is to safeguard the health, safety, and well-being of our guests, staff, and stakeholders and to ensure the Marissol Hotel Group is fully prepared to manage emergencies, crises, and unexpected events.

This policy defines our commitment to:

• Maintaining safe and healthy working and living environments.
• Preventing accidents, injuries, and illnesses.
• Ensuring business continuity through robust crisis and emergency management procedures.
• Complying with all relevant legal, regulatory, and certification standards.

2. Scope

This policy applies to:

• All hotels, resorts, and facilities operated by the Marissol Hotel Group.
• All employees, contractors, suppliers, and guests.
• All operational activities, including accommodation, food & beverage, leisure, maintenance, and external service provision.

3. Our Commitments

3.1 Health & Safety

• Ensure compliance with all occupational health and safety (OHS) regulations and best practices.
• Maintain clean, safe, and hygienic environments for both guests and employees.
• Provide safe facilities, equipment, and working conditions.
• Promote employee health and wellness through training, preventive measures, and wellness initiatives.
• Maintain robust food safety and hygiene practices in line with HACCP standards.

3.2 Crisis Management

• Develop and maintain a Crisis Management Framework covering natural disasters, fire, health emergencies, security threats, accidents, and other disruptive events.
• Ensure each property has a Crisis Management Team (CMT) trained in emergency response, communication, and decision-making.
• Maintain Emergency Response Plans (ERPs) for different scenarios, regularly updated and tested through drills and simulations.
• Establish business continuity measures to ensure rapid recovery and minimal disruption.

3.3 Risk Prevention

• Identify, assess, and control hazards and risks across all operations.
• Carry out regular safety inspections, fire drills, and emergency preparedness exercises.
• Maintain safety equipment (fire extinguishers, sprinklers, alarms, emergency lighting, first aid kits) in operational condition at all times.
• Ensure staff are trained to respond swiftly and appropriately to incidents.

4. Key Principles

1. Guest & Staff Safety First: Protecting people is the top priority in all circumstances.
2. Prevention Culture: Prevent accidents and crises before they occur through risk assessment, maintenance, and staff training.
3. Preparedness & Resilience: Maintain readiness through drills, crisis plans, and proactive resource allocation.
4. Clear Roles & Responsibilities: Ensure defined responsibilities for crisis response and communication.
5. Transparency & Communication: Communicate effectively with staff, guests, authorities, and the media during and after crises.

5. Objectives

• Zero tolerance for unsafe practices, aiming for zero accidents and injuries.
• Conduct quarterly safety drills (fire, evacuation, first aid) at every property.
• Achieve 100% staff training compliance on health, safety, and crisis management annually.
• Ensure all hotels maintain and test emergency equipment at least once every 6 months.
• Review and update risk assessments at least once per year or after significant incidents.

6. Crisis Management Framework

6.1 Types of Emergencies Covered

• Natural disasters: earthquakes, floods, storms, tsunamis.
• Fire & explosion incidents.
• Medical & public health emergencies: injury, illness, epidemics/pandemics.
• Security threats: theft, terrorism, armed attack, bomb threat.
• Technical failures: power outage, water contamination, IT/cyber incidents.

6.2 Crisis Management Team (CMT)

• Each property appoints a CMT including the General Manager, Health & Safety Officer, Security Manager, and Communications Lead.
• The CMT is responsible for activating emergency plans, coordinating with local authorities, and safeguarding guests and staff.

6.3 Communication & Notification

• Maintain up-to-date contact lists of emergency services, hospitals, embassies, and local authorities.
• Provide clear instructions and evacuation routes to guests and staff.
• Use multiple communication channels (alarms, PA systems, digital alerts, staff briefings) for rapid dissemination of information.

7. Training & Awareness

• Induction training on health, safety, and crisis response for all employees.
• Regular refresher training on fire safety, first aid, evacuation, and guest support.
• Guest information materials (in rooms, lobbies, digital platforms) outlining emergency procedures.
• Annual workshops for CMT members on crisis leadership and communication.

8. Monitoring & Reporting

• Monthly inspections and audits of safety and crisis readiness across all properties.
• Incident reporting and root cause analysis for every accident, injury, or crisis.
• Annual Health & Safety and Crisis Readiness Report submitted to Group Management.
• External audits and certification where required (e.g., ISO 45001, HACCP, Travelife standards).

9. Governance & Responsibilities

• Board of Directors: Provide leadership, approve policy, and allocate resources.
• Group Health, Safety & Crisis Manager: Oversees policy implementation, crisis preparedness, and reporting.
• Hotel General Managers: Ensure property-level compliance and readiness.
• All Employees: Follow safety protocols, report risks, and participate in training and drills.
• Suppliers & Contractors: Comply with Marissol Group’s Health, Safety & Crisis standards.

10. Review & Continuous Improvement

• This policy will be reviewed annually or after any significant incident.
• Lessons learned from incidents and drills will be used to improve systems and training.
• Guest and employee feedback will be incorporated to strengthen procedures.

Statement of Commitment

At Marissol Hotel Group, we commit to protecting the health, safety, and well-being of all guests, staff, and communities we serve. We recognise that safety and crisis preparedness are fundamental to hospitality excellence and long-term resilience. By fostering a culture of prevention, preparedness, and continuous improvement, we ensure that our hotels are safe, welcoming, and trusted destinations.