Reference no: EM132706888

This is a Collaborative Learning Community (CLC) assignment.

The purpose of this assignment is to develop standard operating procedures to minimize risk and liability on the premises, particularly with regard to guest safety and security.

You have been recently hired as the new Director of Operations at a luxury coastal resort that has extensive marine recreational activities such as swimming, surfing, stand-up paddle boarding, sailing, and kayaking. The resort is also located in a destination that experiences inclement weather such as severe rain storms during the winter and early spring months.

Your predecessor was let go because of their poor management and prevention of negligence claims. Over the past year, the resort has been facing a number of litigation cases including unsafe premises, emergency response, theft of guest property, and guest injuries caused by recreational activities. The general manager has asked you to develop Standard Operating Procedures for these four high risk areas. These must include policies and regulations, signage, warnings or advertisements, documents such as contracts, disclaimers, or waivers, and staff training.

The information you have received about the pending litigation cases are as follows:

• Unsafe premises: The resort is located in a destination that experiences torrential rainstorms in the off-season (November to March). A guest staying at the resort during a severe storm slipped and fell at the entrance to the lobby and broke her ankle. The guest claims that there were no warning signs to notify her of a heavy accumulation of water at the entrance. She claims that the resort is responsible for her injuries by failing to clean up the accumulation of water or warn her of such a hazard. She claims the resort is grossly negligent since rain storms are common in the area and water accumulation can be reasonably expected on the resort grounds.
• Emergency response: A guest at the resort had a heart attack and the security officer ordered the resort operator to call 9-1-1 but did not perform CPR or use an AED. Paramedics arrived six minutes later, but the guest suffered brain injuries from the incident. The injured guest and his wife filed a complaint against the resort alleging that failure to provide CPR or use an AED caused the brain injuries.
• Theft of Guest Property: The resort is located along a beach which can be accessed by the public. The beachfront rooms all have balconies or patios which open to the beach. Two separate guests claim that their rooms were broken into and personal property was stolen. One guest is claiming damages for a stolen necklace valued at $2,000 and the other guest is claiming damages for a stolen camera valued at $800.
• Guest Injuries: The Surf Club Activity Center provides surf board and stand-up paddle board rentals for guests. There are lessons available, but lessons are not required to rent the equipment. Over the summer, a guest who was a novice at stand-up paddle boarding collided with and seriously injured a swimmer, despite the warnings of the Surf Club staff to remain outside the roped off swimming area when she rented the board.

Part 1: Training Plan

Develop a training plan to implement each of the SOPs to the resort departments directly involved in following the new SOP.

The training plan should do the following:

• Identify which departments require the training
• Summarize key issues and new procedures that are required.
• Explain how you will communicate to employees the importance of maintaining a culture of care to take reasonable precautions against safety and security risks.