IDENTIFICATION of SAFETY and SECURITY REQUIREMENT

A. Provision of Safety and Security Information to Customers

Initiating proactive communication is very important in setting up trust and managing
expectations. Compliance with legal requirements includes warning customers about dangers
and preventive measures as well as giving some demonstrations. Also, preparation will be much
less after conducting a pre-departure briefing for relaying salient messages. Means of delivery
include information sheets, videos, demonstrations, and open Q&A about most customer
concerns. Tour guides adequately cover and emphasize that customers in most regard should
take reasonable care for their personal safety and security.
Ex: Pre-Departure Briefing (Most Comprehensive)
Scenario: A walking tour through a historical city.
Methods: Best taught through a combination of methods.
Written Material: A handout provided the day before the tour to indicate the itinerary, meeting
point, emergency contacts, what to wear (comfortable footwear!), items to bring (water,
sunscreen), and recognized hazards (such as uneven paving, or busy streets).
Verbal Briefing: The guide will make an introduction to the tour with a short oral review of the
key points included in the handout, with an option for group members to ask questions, after
which the guide will stress the importance of keeping with the group, as well as being aware of
their surroundings (pickpockets, traffic).
Visuals: The guide could display a map of the route, points of interest, or even a brief video on
how to walk safely through crowded areas.

B. Designated Safety and Security Checks

Regular safety and security checks are essential. They usually follow a checklist to ensure a
complete process. These checks should be visible to reassure customers and prevent
problems. They should happen multiple times a day at random times. Staff should communicate
in a friendly way during checks to avoid scaring customers. Examples of safety checks include
watching customer behavior, carrying out physical and visual inspections of property, and
checking environmental conditions in different ways.
Ex: WLC for a Public Event (Concert)
Date: October 27, 2025
Location: Ormoc City Superdome
Inspector: Jonard De La Cruz, Event Safety Coordinator
Check Items:
 Crowd Control: Adequate security personnel deployed and strategically positioned.
Crowd barriers in place and secure. Emergency exits clearly marked and accessible.
 First Aid: First aid stations properly staffed and equipped.
 Emergency Services: Emergency services (police, fire, ambulance) notified and readily
available.
  Security Checkpoints: Bag checks and metal detectors functioning correctly at entrance
points.
 Infrastructure: Lighting, sound systems, and other infrastructure checked for safety
hazards.
C. REQUIRED SAFETY AND SECURITY CONTROL PROCEDURE
A proactive, layered approach to risk management, designed to protect people, assets, and
operations. They are a set of clearly defined guidelines and protocols, implemented and
regularly reviewed to prevent incidents and ensure a secure environment. These procedures
are not static; they adapt to evolving threats and are reinforced by training, consistent
enforcement, and continuous improvement. Their effectiveness relies on a thorough
understanding of potential risks, clear communication, and a commitment to maintaining a
culture of safety and security.

Basis for implementing primary control safety and security procedure while on tour.:
i. Know the Starting Information:
Information that is critical to the instructions is the course, participant details like emergency
contacts and relevant medical conditions, pre-set plans for emergency scenarios, and defined
roles are targeted in to be assigned tasks with detailed responsibilities.
ii. Conduct a Comprehensive Pre-Departure Briefing:
Address identified issues such as potential hazards like altitude sickness and wildlife
encounters, safety measures like communication and first aid, enforcement of rules, and risk
management plans from the team for the briefing.
iii. Walk the Talk:
To encourage compliance with safety measures, model safe hiking practices and reinforce
guideline adherence through consistent practice.
iv. Start the Tour/Trip on Time:
To avoid having to rush through the remainder of the hiking tour, which may lead to safety
hazards, ensure the start of the tour is on time to guarantee ample daylight.
v. Keep Groups Together:
Make sure all participants remain within sight, especially in difficult sections of the course, by
regular headcounts, and visual checks to maintain group cohesion.
vi. Oversee Activities and Direct Actions:
Actively supervise the group by positioning the guide for visibility, providing clear instructions,
and monitoring participants for signs of distress or fatigue to intervene when necessary.

vii. Provide Personal Protective Clothing and Equipment (PPE):

Ensure participants have the required gear (hiking boots, rain gear) and check that everyone
understands how to use it effectively.
viii. Adhere to Local Safety and Security Guidelines:
Comply with park regulations and local safety procedures, informing participants about
emergency contacts and protocols specific to the area.

ix. Comply with Prepared Plans for Safety and Security Control:
Conduct daily briefings to review plans, assess risks, and confirm that everyone has the
necessary equipment, followed by evening debriefs to address any issues.

D. ACTIONS TO ADDRESS ROUTINE IDENTIFIED RISKS AND SECURITY BREACHES

Evaluating the steps taken to manage lapses in safety and security to address risks that could
happen during a tour. Both approaches suggested are participant and staff oriented. In general
the work involves evaluation, brief and effective dialogue with the concerned, taking steps to
mitigate the incident (containment, change of program, or access control), and documenting the
case for organizational learning. Tailored strategies and actions are to be taken to address the
different of risks and breaches, however, the main principle of intervention remains the same,
that is to take control of a safe and secure environment.
GENERIC SOLUTION
1. NOTIFY GROUP MEMBERS
Inform participants about identified risks or security breaches to ensure everyone is aware of the
situation and can take necessary precautions.
2. ENSURE SAFETY
Maintain ongoing safety for both customers and staff by implementing measures to address
and manage identified risks effectively.
3. LIMIT CUSTOMER ACTIONS
Restrict certain behaviors or access for participants if their actions pose a risk to themselves or
others, ensuring overall safety.
4. CONTROL ACCESS
Manage and control participants' access to specific activities or areas, especially if there are
safety concerns or if individuals are deemed unsuitable for certain activities.
5. REMOVE AT-RISK INDIVIDUALS
Take necessary action to remove participants from dangerous situations, activities, or locations
if they are at risk of harm.
6. ADDRESS NON-COMPLIANT BEHAVIOR
Remove individuals from the tour if their actions contradict established behavior expectations,
as outlined in the trip's terms and conditions.
7. CHANGE ITINERARY IF NECESSARY
Adapt the planned itinerary in response to emerging risks or security breaches to prioritize the
safety of all participants.

E. SUSPICIOUS PERSONS AND ABNORMAL SITUATIONS

Specific protocols for dealing with potentially suspicious personnel or atypical circumstances
which may suggest a security risk. Vigilance, clear communication, and a responsible response
regarding the safety and security of everyone is paramount. The guidelines are meant to
persuade systematic observation, prudence in determining suspicious activities and a sensible
process for reporting of such information. It highlights the need to record observations and
precautions, but warns against jumping to conclusions or endangering safety unnecessarily.
1. IDENTIFY SUSPICIOUS BEHAVIOR: Be vigilant for signs of suspicious activity, such as
individuals loitering without purpose, displaying nervous behavior, or being in areas
where they shouldn't be.
2. RECOGNIZE ABNORMAL SITUATIONS: Look for unusual occurrences, such as
unlocked doors or bags that are out of place, missing items, or tampered equipment, as
these may indicate security concerns.
3. RESPOND WITH COMMON SENSE: Use sound judgment when assessing suspicious
behavior or situations. Always act, but avoid overreacting or putting yourself or others at
risk.
4. DOCUMENT EVIDENCE: If safe and feasible, take notes or photographs of suspicious
individuals or situations to provide evidence for further investigation or reporting.
5. NOTIFY RELEVANT AUTHORITIES: Report any suspicious behavior or abnormal
situations to appropriate personnel, such as security staff or local authorities, to ensure
swift action can be taken.
Suspicious Persons (3 Examples)
1. Excessive Observation: Someone showing unusual or prolonged interest in security
measures or restricted areas.
2. Evasive Behavior: Someone who avoids eye contact, seems nervous, or changes their route
when noticing they're being watched.
3. Unexplained Questions: Asking detailed questions about security procedures or staff routines
that a typical tourist wouldn't need to know
Abnormal Situations (3 Examples):
1. Unattended Items: Unattended bags or packages left in public areas.
2. Unusual Noises: Loud bangs, alarms, or other strange sounds without a clear source.
3. Breaches of Security: Open or unlocked doors or gates in secured areas.
F. ASSISTANCE TO ADDRESS SAFETY AND SECURITY FROM RELEVANT PERSONNEL
In emergencies, tour staff should immediately seek help from relevant personnel (fire,
ambulance, police, security, head office, etc.) and never handle situations alone. When calling
for assistance, provide your name, company/tour details, a clear description of the problem and
location, the number of people involved, and follow the operator's instructions while remaining
calm. The priority is always the safety of both the staff and tour participants.

EXAMPLE:
Scenario:
A tour group is visiting a historical site when a fire breaks out in a nearby building. Smoke is
quickly spreading, and there's a risk it could reach the tour group.
Applying the Guidelines:
1. Immediate Assessment: The tour guide quickly assesses the situation. The primary
concern is the safety of the tour participants due to the fire and smoke.
2. Seeking Assistance (Who to Call): The guide recognizes the need for immediate
professional help and remembers: "never handle situations alone." The guide calls the
fire department immediately.
3. Providing Information: While moving the group to a safer location away from the smoke,
the guide provides the following information to the 911 operator:
4. Following Instructions: The guide remains on the line, answering the operator's
questions clearly and calmly, providing any further details requested. The guide follows
any instructions the operator provides, such as moving the group to a specific safe
location.
5. Additional Actions: In addition to calling the fire department, the guide also:
o Contacts their head office to inform them of the situation.

o Keeps the tour participants calm and informed about what's happening.

o Follows any instructions given by emergency responders when they arrive.

G. SERIOUS RISK, HAZARD AND SECURITY BREACHES

Standard operating procedure for all tours, trips, and events is for tour staff to report serious
risks, hazards, and security breaches.

EXAMPLE
Scenario: A guided walking tour of a city.
 Serious Risk: A sudden, heavy rainstorm with flash flooding potential.
 Hazard: Slippery sidewalks and uneven pavement create a fall risk.
 Security Breach: A pickpocket targets tourists distracted by the weather.
H. COMPLETE DOCUMENTATION TO RECORD SAFETY AND SECURITY ACTION
Tour staff should complete: regular inspection checklists, daily summaries of
events/concerns (from staff and customers), specific reports (breach, safety, security, tour),
maintenance forms for repairs, hazard identification forms to initiate risk management, and
tour logs recording times, dates, destinations, transport, and any issues needing attention.

EXAMPLE
SCENARIO: Tourist slips on a wet floor in a museum and scrapes their knee.
Documentation:
 Internal Daily Summary: "10/03/2024, 2:30 PM, Museum Hallway. Tourist slipped on
wet floor, minor knee scrape. Provided first aid (antiseptic wipe, bandage). Reported spill
to museum staff. - [Your Name, Tour Guide]"
 Safety Report (brief): Notes the date, time, location, injury, first aid given, and that the
spill was reported.