crisis-management-pl.. - Wikileaks

INTERNATIONAL LOSS PREVENTION GUIDE TOCRISIS MANAGEMENTBomb ThreatsGenerally, there are three reasons for a person calling a hotel to report a bomb:1. The caller either placed the bomb or has knowledge of the bomb and wants tominimize personal injury.2. The caller wants to disrupt a specific activity at the hotel. This could be acontroversial speaker or guest staying at the hotel.3. The caller holds a grudge against the hotel and wants to disrupt hotel business.Included in this group are ex-employees and disgruntled guests.Receiving a threat. When a bomb threat comes into PBX, the operator should be trainedin specific procedures. These procedures should be posted in a conspicuous place inPBX. Included in these procedures should be the Bomb Threat Form (a sample form isprovided in Appendix). Actions in case of a bomb threat should be tested periodically toensure the operators understand them and can carry them out without confusion. When abomb threat is received, the operator should: If a recorder is available, it should be activated Using the Bomb Threat Form, the operator should ask where the bomb is located,when it will go off, why the bomb was placed, what kind of bomb is it, what thecaller’s name is and what, if any, organization he or she represents. Advise the callerthat a bomb could cause injury or death to innocent persons. The operator should write down the exact words used by the caller on the form anddetails of the caller including sex, age, accent, speech patterns, attitude, etc. Listbackground noises such as traffic, airplanes, animals, music, party noises, trains,public address announcements, television, etc. Notify the Emergency Organization by pager. The General Manager should be partof the Emergency Organization. Notify the police departmentMarriott International Confidential & Proprietary Information H - 4 October 2001