Lost Child / Guest Handling Procedure

Created by Shirin Pazyl, Modified on Thu, 15 May at 3:30 PM by Shirin Pazyl

Procedure when handling a missing person case:

Any missing person investigation at Atlantis must be given a high priority especially when the missing person is a child or vulnerable person.

The process is handled by the resort Security team with assistance of Guest Services team who was contacted by a guest for assistance.

The following outline the procedures for:

Missing person reported within the hotel (Atlantis and Atlantis, The Royal).

Missing person reported within the water park or Dolphin Bay.

Actions on locating the missing person.

Standardized information to be obtained when receiving initial report and potential ‘further information’ questions.

Below is a list of the minimum details that are to be collected by the person receiving the missing person’s report.

Get the mentioned details about the missing person from the guest reporting this case

Get any mobile contact number of the guest reporting the missing person for any further communication

Call Security Command Center immediately and report the lost guest/child in the property & provide the full description

Notify the leadership on the floor

Update the profile notes in Opera

Should the person be missing for more than 30 minutes an attempt should be made to gain further from the reporting person.

Such details / Example Questions:

Is the person familiar with the hotel/water park?

Does the person often leave his/her parents/guardian’s side?

Does the person suffer any medical conditions?

Are there any other guests within the hotel that the person knows? If so, their names and room numbers.

Does the person have friends around the area?

Has this happened before? What happened? Where was person found?

Does the person know his/her way home?

What does the person enjoy doing e.g. where would they go?

Make sure to follow up and communicate the actions being taken with the guest

Once the lost person has been located, security will contact the Call Center to update

Contact the guest and check on their wellbeing and if they need any further assistance.