You have just been hired as General Manager at recently restored historical hotel located in
The Rocks. The hotel has been providing very cheap, temporary accommodation since the
early part of the last century.
The hotel is located in the heart of Sydney but in a very dimly lit area where there has been a
number of assaults and robberies. Last week, the rumour amongst the staff, was that one of
the guests was badly assaulted and went to hospital.
Also your guests have been allowed any number of visitors to their room without having to go
through reception. Your mandate is to update the service and operations to suit tourists
needs for 2013 and beyond.
In your first week on the job, you conduct a review of the premises, noting that the lift is old
and is constantly out of order. The staff report to you that over the last month the lift has
broken down at least 5 times, once there was an elderly guest in the lift and they suffered a
stroke.
You also ask to see the written occupational health and safety plan. Hotel staff indicate there
is no written plan, but they conduct a fire drill every summer for practice.
In addition you have also discovered the Health Safety Representatives have not completed
HSR training and the Health Safety Committee is mainly made of full time staff from the
administration area. The committee has not met for over three months and the minutes of
the last meeting show the main topic for discussion was the staff Christmas party
arrangements. Only two members of the committee have completed their committee training
as the HR Manager said it was too expensive. When staff are injured they usually go to their
local doctor as the first aid at TCR is not reliable – with kits not properly stocked and no effort
made to roster qualified first aiders to each shift.
The Human Resource department has been so busy recruiting to replace the staff who keep
leaving – they have fallen behind in conducting induction training. New staff are handed a
staff hand book only. Staff are complaining of tiredness – and appear to be frustrated.
When conducting an audit you also discovered that there are no procedures at all for risk
management. After reviewing the current sick reports for staff, you have discovered that an
unusual number of housekeeping staff have been absent from work over the last month.
Upon investigation you have found that the housekeeping department, which has 120 staff
who are mostly casuals with a majority from Non English speaking backgrounds, have been
using a new cleaning substance for the last six weeks that works well for glass shower
screens. This has made the job easier for staff and has saved a great deal of time. Injuries
and illnesses the staff have suffered include:
• Breathing difficulties when overcome by fumes for 8 staff
• Contact burns to hands for 4 staff
• Burns to the eyes for 2 staff.
After talking to the staff you have discovered not all incidents with these chemicals have
been reported. Even a guest has been overcome by fumes.
When you have been conducting your investigation you have not been able to find any
information about the chemical. The bottles staff are using are not labelled and the supplier has
supplied no information about the safe use of the chemical.
Further the hotel also has an events/function area that can be hired by people not staying at the
hotel. It is meant to hold up to 100 people in the dining area. You notice however that there is a
booking next week for 150 guests and for 16 birthday party, with fireworks and a band. It is
unclear as to the training your staff have been provided with regarding the service of food and
alcohol.
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