Emergency
When an emergency arises, the manager’s first concern is to ensure theProcedures
safety of guests and employees. Property damage, guest service and legal effects are of secondary importance.There may be events, which occur that will require the emergency closing of the restaurant. If there is ever a real danger to the guests and/or employees of the restaurant, it is imperative that the manager takes whatever action is necessary to protect life and limb.
It is easy to write in a manual the importance of remaining calm and proceed in an orderly manner, but it is quite another thing to actually remain calm in the face of a crisis. The only thing that does make sense is to be prepared and to prepare your employees. Be sure you and they know where the exits are, where the fire extinguishers are, and that they are trained to know what to do in the event of an emergency.
Once the immediate nature of the emergency is over, advise the corporate office. The corporate office will be anxious to help.
The following precautions should be taken to prepare for possible emergency situations:
Emergency
All restaurants must have emergency exits that are clearly markedExits
with lighted signs. These exits should be used only when evacuating the restaurant in emergency situations. Emergency exits must be clear of all obstructions at all times. Check exit lights once eachweek and keep an extra light bulb on hand. Check the emergency lighting system monthly, and make sure you have a working flashlight with strong batteries. Check your flashlight monthly.
Testing the
When an emergency exit door is opened. an alarm should sound. This alarmAlarm
needs to be tested monthly by the manager during non-operating hours. Replace the battery annually whether it needs it or not.Alarm Keys
One key to turn off the emergency exit alarm should be kept in the manager’s key box or in the desk.© 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida
revised 1.1.07
Topic
Emergency
Contacts
The below information should be posted by all restaurant telephones. Emergency ContactsProblem Name
FIRE Fire Department
Burglary/Robbery Police Department
Severe Public Disturbance Police Department
Public Disturbance Mall Security (when applicable)
Bodily injury (severe) EMS Paramedics
Alarm Alarm Company
Robberies
Robberies can occur at any time. The first responsibility of the manager is to protect guests and employees from harm. The manager and employees are not to do anything that might jeopardize an employee or guest by adding to a potentially violent situation.I. ROBBERY
a. Try to stay calm. Quite often robbers are nervous or under the influence of alcohol or drugs.
b. Be cooperative. Answer questions promptly and courteously, but
do not volunteer any information. Follow the robber’s directions, as
long as they do not harm any other person.
c. DO NOT try to be a hero! Never attempt to use kitchen tools, such as knives as items of defense.
d. DO NOT try to disarm a robber.
e. You may certainly defend yourself or others if the robber actually starts to hurt you or another person. This is a personal decision. Try not to endanger yourself or other people. Necessary defense actions should minimize danger.
f. If a robber threatens violence try to talk to them in a slow, soft, deep, calm voice and manner. Ask them not to harm anyone and reassure them you will do whatever you are told to help them get what they want. It is your objective to get them to leave as quickly as possible.
g. Note physical characteristics of the robber, i.e., hair color, eye color, height, weight, voice, clothing, tattoos, scars, and any other distinguishing characteristics.
II. DURING A ROBBERY
If the police arrive while the robbers are still in the restaurant, do the following:
a. Remain calm.
b. Continue to cooperate with the robber.
© 2003 All Rights Reserved. Cheeburger Cheeburger Restaurants, Inc. Ft. Myers, Florida SECTION: SAFETY 16
revised 1.1.07
Topic
c. Stay away from any windows.
d. Avoid calling attention to the fact that the police have arrived if the robbers don’t know it!
e. Use good judgment. Think long and carefully before doing anything!
III. AFTER ROBBERS LEAVE THE RESTAURANT a. Call for medical attention if needed.
b. Call the police. Provide them with the following information as soon as possible:
1. Indicate the name and address of the location robbed.
2. Provide the number of robbers and a brief description of them. 3. Give a description of any vehicle seen, including license plate if
possible and the direction it headed away.
c. Prevent witnesses from discussing the incident among themselves. This quite often distorts the facts and confuses people.
d. Do not allow anyone but the police or needed medical personnel to enter the areas where the robbers were. Do not allow anyone there to leave the area.
e. Do not touch any items the robbers touched.
f. Do not touch any items the robbers may have left or dropped. g. Continue with business, if possible.
h. Pull the cash drawer and count it when the police OK. i. Notify the corporate office.
j. Notify the insurance company.
k. Do not tell the police or any one else the amount of money you think might have been taken. Advise the police that you will let them know as soon as you audit the money. (This usually prevents the news media from picking up the information and promoting it).
l. Cooperate fully with the police in every way possible except as outlined above. Answer questions completely and factually to the best of your knowledge. Assure the police you and your
employees will be available when needed and that you will view a lineup if necessary. Schedule and pay your employees to get them to cooperate with the police and to go to a lineup, if necessary. m. Instruct your employees to say as little as possible about the robbery to help prevent additional robberies.