酒店危机管理计划操作程序

酒店危机管理计划操作程序CONTENTS 目 录Introduction- 1前言Part I Definitions-2第一部分：名词解释 What Is A Crisis? -2什么是危机? What Are The Key Goals? -3危机处理的主要目的 Emergency Response Team (ERT) -4紧急反应小组 The Crisis Management Team (CMT) -5危机管理委员会 Primary responsibilities of the CMT -6CMT的主要职责 CMT Member Major Assignments -7CMT成员主要任务 Fire Fighting Team (FFT) -10义务消防队员 Responsibility of FFT-11义务消防队员的职责Part II、Crisis Management-12第二部分：危机管理方案 Fire- 12火警 Armed Robbery- 48持械抢劫 Bomb Threats-51炸弹威胁 Civil Disturbance-59民事骚乱 Power Failure-63紧急停电 Floods-66防汛 Disease Prevention -70传染病防范 Food Contamination -76食物中毒 Kidnapping -78绑架 Earthquake -78地震Introduction前 言The Crisis Management Plan is designed to provide an organized, efficient response to crisis situations. Such crisis may result in disruption of normal hotel operational functions or the closing of the hotel. Relocation of guests, patrons and employees may also result.危机管理计划是为了在发生危机的状况下提供有组织，有效率的反应。 危机的发生可能会阻碍酒店的正常运作，甚至导致停业。Circumstances which may constitute a crisis can never be entirely predicted. Implementation of this plan will always be based on analysis of the facts at hand. However, FAMILIARITY WITH THE CRISIS MANAGEMENT PLAN BEFORE A CRISIS OCCURS IS CRITICAL.危机发生的环境及状况是无法完全事先预知的, 必须根据当时的状况灵活应对。熟悉掌握危机处理的方法会起到关键的作用。Properly used, the Crisis Management Plan protects guest patrons and employees as well as ensuring that the hotels image and reputation remain intact.危机管理计划不仅可以保护客人与员工的安全，还可以保证酒店的形象与信誉。Part I第一部分Definitions名词解释1、What Is A Crisis? 什么是危机?A crisis can be defined as one of a number of situations which threaten the profitability or reputation of the Company and for various reasons, cannot be handled by the normal management systems. Such a crisis can be immediately apparent. Alternatively, it may arise by the recognition that a number of separate incidents (such as product contamination) are related and are increasing in severity and frequency.危机的定义是: 由各种原因引起、威胁到酒店收益或名誉、不能以正常手段解决处理的突发事件。危机可能是突然发生的，危机的发生往往是几个方面相关联的，（比如食物中毒），而且可能会引发多方面更严重的后果。It is impossible to provide a detailed manual that covers every conceivable situation. Instead, this manual aims to ensure that the proper structure, facilities and information are available to enable senior management to handle a crisis effectively.本预案虽然不能涵盖所有可能发生的情况，但仍然可以为大家在应对危机时提供指导作用，包括建立相应的指挥机构，配备必需的设备器材，确保畅通的信息沟通，等等。Different management responses will be required but all of them contain common features that this plan addresses. However, whatever the crisis, those involved must keep as priorities to:无论处理哪种危机，在作决策时，必须优先考虑以下几个方面： Protect the public/customer保护公众/客人 Protect the employees 保护员工 Protect the business保证经营 Cooperate with the authorities involved与相关政府部门合作2、What Are The Key Goals? 危机处理的主要目的A. Minimizing impact on the Crowne Plazas brand reputation and profitability.最大程度降低对洲际酒店品牌声誉及收益的影响。B. Maximizing the ability of senior management (through the Crisis Management Team) to respond rapidly and effectively to the crisis presenting.最大程度地帮助危机处理委员会对突发危机作出快速有效的反应。We have to be able to convince owners and customers that regardless of fault for the original incident, Crowne Plaza Lijiang Ancient Town can quickly and decisively react to stabilize the situation and resolve problems arising.我们必须使我们的股东及客人相信：洲际大酒店虽然不能阻止事件的发生，但能够在事态恶化前快速果断做出反应，控制局面并解决问题。The Crisis must be perceived as much an Opportunity as a Threat!我们必须把危机变为机会，而不是威胁。Our aim must be for those watching our crisis response to conclude:我们对危机的反应必须让大家产生以下共识：“The company acted with professionalism and integrity throughout.”“这个酒店始终按照专业及诚信的准则应对处理突发事件。”3、Emergency Response Team (ERT)紧急反应小组The Emergency Response Team (ERT) of the hotel will be sufficiently trained and manned to cope with any type of emergency not necessarily confined to fire. The team will be made up of Duty Engineer, Duty Security Supervisor and Duty Manager, but will also include members of other departments to ensure that sufficient trained personnel cover emergency on a 24 hours basis.紧急反应小组应接受多方面的培训，以便能够妥善处理包括火灾在内的各种紧急情况。紧急反应小组主要由值班工程师、保安部督导及大堂经理组成，但也包括其它部门的人员, 以确保24小时内发生任何紧急情况时，都能有经过熟练培训的人员处理紧急事故。4、The Crisis Management Team (CMT) 危机管理委员会The Crisis Management Team (CMT) includes the management team members and other experts who can quickly and effectively execute tasks to control a crisis and minimize loss.危机管理委员会（CMT）由酒店管理团队成员以及其他专业人士组成。危机管理委员会成员必须在危机发生的时候作出快速有效的反应，控制危机，把损失减到最小。PositionGeneral Manager总经理 Resident Manager驻店经理Deputy General Manager副总经理Manager Finance & Business Support财务总监Director of Food and Beverage餐饮总监Director of Sales and Marketing销售总监Human Resources Manager人力资源部经理Assistant Chief Security Officer保安部经理Chief Engineer工程部总监Front Office Manager前厅部经理Executive Housekeeper行政管家Executive Chef行政总厨Duty Manager/Night Manager大堂经理/夜班经理Executive On Duty 总值班Marketing Communications Manager公共关系经理Mobile Number5、Primary responsibilities of the CMT CMT的主要职责 Evaluate Risks and Exposures to the hotel. 分析事件严重程度 Prompt decision-making and prioritization of tasks. 快速反应，并按轻重缓急发布指令 Help ensure the authorities are notified in a timely fashion.向有关部门及时汇报 Provide preliminary first aid and fire fighting efforts发生突发事件时，开展初期急救和扑救工作 Provide for the safe evacuation of guests and employees帮助客人和员工安全离开事故现场 Provide for the safe relocation and transportation of guests为客人提供其他住宿场地及相关的交通安排 Development of media/public relations response.决定如何向媒体作出反应 Secure hotel assets确保酒店财产安全 Evaluate and report losses评估损失 Restore operations in a timely manner尽快恢复运转 Post-crisis critique and revision of plan as necessary for future use.危机后修改危机管理计划以备后用The General Manager serves as the Crisis Leader and spokesperson. If unavailable, the next person on the CMT list assumes the role of Crisis Leader in the order set in the CMT list.All members of the CMT must be kept abreast of all pertinent information but will refer all inquiries to the spokesperson. This assures consistent statements and release of appropriate information.总经理是危机管理领导人、发言人。如果总经理无法在场，就由CMT第二位代替。各CMT成员必须了解所有与事件相关的消息，但是要让总经理负责对外回答提问，以保证对外口径一致。If the emergency occurs when only the EOD (Executive on Duty) is present， then he/she assumes the role of Crisis Leader until necessary.如果危机发生时只有EOD在场，他要担任危机管理领导人的角色，直到有人替代他。All CMT members need to appoint a designated representative in case when he/she is not on the property at the onset of a crisis, the next on-duty senior manager/designated representative in that department will perform the function until the arrival of the CMT member.每一名CMT成员都必须在部门内指定一名直接下属作为他的后备人员。当他不在酒店时，这位候补人员就要代替他行使职责，直到他本人到场为止。When a major incident occurs, it will be immediately investigated by the Duty Manager, Duty Security Officer, Duty Engineer and the manager who has responsibility over the area impacted.发生突发事件时，大堂经理、保安督导和事件发生地点的部门经理必须立刻赶往现场进行调查。The CMTs demeanor during the crisis situation is very important. Maintaining calmness both in actions and manner of speaking is very important.CMT的表现十分重要，必须在行动及言论中保持镇静。A CMT which is “in control” reassures guests and sets an example for our staff. It also impresses the media and other officials who must rely upon us. The CMT is “on stage” throughout a crisis.CMT对事件的有效控制是对客人及员工的最佳鼓励, 也会给外界留下良好的映象。6、CMT Member Major Assignments CMT成员主要任务 General Manager总经理Oversees the Crisis Management Team管理危机管理委员会。Decision maker决策人。Official spokesperson发言人。Report to Corporate Office向集团总部汇报事故情况。 Deputy General Manager副总经理Support the GM in decision making and information disclosure.协助总经理决策和信息发布。 Resident Manager驻店经理Act as the Scene Director and Crisis Leader when GM is not on the premises当总经理不在酒店时，担当处理危机总指挥。 Chief Engineer 总工程师Proceed directly to the emergency scene. 一旦发生紧急事件，立刻赶到现场.Provide information on structural integrity, emergency systems and utilities (power, gasoline, water, etc) 向CMT提供有关设备运行情况，能源供应情况等。Make accessible to the CMT a set of floor plans with the mechanical and geographical layout of the hotel. 向CMT提供楼面图纸、设备安装图纸、房屋结构图等。Direct the activities of Engineering staff: shut down the hotels utilities and HVAC system.指挥切断能源和通风系统等。Contact the electric company, gas company, and water department as necessary to report damage. Ask for inspections to confirm the integrity of the hotels systems.如有必要，向外求助报修。 Chief Security Officer 保安经理Proceed directly to the emergency scene. 到达事故现场。Direct the activities of fire fighting or evacuation from the affected area指挥救火或现场疏散。Set up perimeter control to prevent unauthorized entry. 禁止无关人员出入现场。Ensure the safety of guest property确保宾客财产安全。Arrange necessary additional manpower with PSB/Fire Brigade.安排必要的人力实施救助, 辅助警察、消防队员的工作。Help the GM coordinate with emergency agencies. 帮助总经理联络协调有关部门。 Front Office Manager前厅部经理Ensure effective communication and maintain complete log of communication.保持通信畅通并做好通讯记录。Assign staffing in the assembly point or the shelter area and help with First Aid. 安排人员在疏散中心提供服务，并协助急救。Direct or assign guests to a safe area in the hotel or to a neighboring hotel. 疏散客人至安全地点或邻近酒店。Maintain a master list of relocated guests and new lodgings. 做好宾客安排记录。Prepare a list of names of guests who were in the area affected by the emergency. 提供事发区域受到影响的客人名单。In the event of guest injuries, assign the necessary staff to take the full name and room number of the guest and the name of the hospital to which the guest is transported. 一旦发现客人受伤，应记录受伤人员名单，房间号码以及送往医院地点。Maintain the status and locations of guests receiving medical treatment. 记录好客人被送往的医院名单，并随时掌握客人接受医疗的情况。Contact families of injured guests. 通知受伤人员家属。Any reciprocal agreement for accommodations with nearby hotels should include beverage service and emergency toiletries (when available) upon check in.临时安排客人的单位都必须具备餐饮及卫生服务设施，且尽可能在本酒店附近。Put in place Rooming List (occupied/vacant). Organize personnel to conduct a complete check of occupied and vacant guest rooms and corridors in the affected area. 根据入住客人报表，组织检查楼层及走道，查明失踪人数。 Director of Food and Beverage餐饮总监Evacuate guests 疏散客人Responsible to ensure that power supplies are switched off in kitchens, restaurants and bars 负责确保厨房、餐厅和酒吧的电源被切断。.Arrange food and beverage service for guests in the assembly point.为被疏散客人提供餐饮服务。 Director Of Finance & Business Support 财务总监Assign personnel to handle reported losses and claims by displaced guests. 安排人员负责记录客人报失。Coordinate with attorneys and insurance company regarding legal and liability limitations. Arrange for photographs to be taken of affected area for later use by insurance company.协助保险公司查明权责范围，拍照存档以备使用。组织人员处理损失及投诉，确认损失且提供损失的照片以供保险公司核查。 Human Resources Manager人力资源部经理Help evacuate employees. 帮助疏散员工。Account for employees by using Employee Roster. 根据员工上班名单做好员工疏散工作。Take steps to maintain an accurate work record of number of hours employees work during the crisis.精确记录员工处理危机事件的工作时间。Assist in staffing of Press Information Center and help prepare press releases and memos to staff. 帮助新闻中心准备新闻稿，同时负责向员工发出书面通知。Maintain a log of actions taken during the incident. 记录事件处理的经过。Assemble a list of all injured employee indicating hospital destination and nature of injuries and hand it to GM. Include also the list of employees evacuated收集受伤员工名单以及送医地点，受伤和员工疏散情况，提供给总经理。Assign someone to supply information to and about affected employees and handle notification of next of kin. 通知受伤员工家属。Oversee and render assistance to injured employees. 探视受伤员工并给予帮助。 Marketing Communications Manager 公共关系经理Assist spokesperson in dealing with the media and implementing the Crisis Communications Plan. Will act as the Alternate spokesperson.辅助媒体发言人的工作,将作为候选新闻发言人Anticipate media questions and supply the CMT spokesperson with information for a statement.事先准备媒体会问及的问题以帮助CMT发言人的发言。Establish the Press Information Center.公关部负责建立信息发布中心、负责接待媒体、对外发布信息Coordinate post crisis communication and correspondence with emergency agencies, news media, etc., to recognize exceptional reporting/handling of the crisis. 辅助CMT进行灾后联系与协调工作，组织并处理新闻报道事宜。Express the hotels appreciation to the employees. 代表酒店方向员工表示感谢。 Executive Housekeeper 行政管家Guest evacuation.组织客人疏散。Provide wet towels and blankets for evacuation.为疏散人员提供湿毛巾和毯子。Provide the necessary staff for food and beverage service to displaced persons in the shelter area. 为疏散的客人提供食物及饮料。 Executive Chef 行政总厨Arrange necessary staff to prepare and serve food and beverages to displaced persons.为疏散人员提供食物及饮料。Make sure that power supply in kitchens is switched off before evacuation. 疏散前切断厨房所有能源。7、Fire Fighting Team (FFT): 义务消防队员：The Fire Fighting Team of the hotel is made up of staff mainly from the Security Department, Engineering Department, Housekeeping Department, Food and Beverage Department and Front Office. 义务消防队主要由保安部、工程部、管家部、餐饮部和前厅部员工组成。以上部门必须每班保证有两名义务消防队成员当班。8、Responsibility of FFT: 义务消防队员的职责:Staff from Security Department: Security officers will go to the fire scene to put out the fire. Security officer at the fire scene will take precaution measures and prohibit admission of unauthorized persons. At the same time, assist hotel staff to evacuate our guests to the Sun Moon Plaza assembly point 保安部消防队员：立刻赶到火警现场，开展灭火工作。做好火警区域的警戒和防止无关人员进入，协助疏散火警区域的客人到日月广场。Staff from Engineering Department: Engineering staff will go to the fire scene to put out the fire. Engineering staff should also turn off power and air-condition equipment of the fire sections. Engineering staff should communicate with the Fire Pump Room to ensure water supply. 工程部消防队员：立刻赶到火警现场，开展灭火工作。关闭火警区域内的有关能源和空调设备，保持与消防泵人员的联系，配合灭火确保供水。Staff from Housekeeping Department: Housekeeper will go to the fire scene to put out any fire and transport the fire extinguishers. Prepare wet towels to deliver to the guests. Make sure no guest left in the room, then mark “X” on the door with a chalk and close the door, and help other guests evacuate from the hotel to assembly point.管家部消防队员：立刻赶到火警现场协助灭火，做好灭火器材的输送工作，准备好足够的湿毛巾供给火警区域内需要的客人，确认火警区域需要疏散的房间内没有遗留人员，然后关闭房门，用粉笔打上“X”记号，同时引导其他客人从就近应急疏散通道撤离到安全地带。Staff from Front Office: One bellboy will carry a stretcher to help any injured guests. Bellboy will also help the communication between fire scene and Fire Control Room (FCR) if communication equipment does not work.前台消防队员：一名行李员将担架备于火警现场准备接受伤员；一旦通信联络中断，行李员将作为火警现场与消防指挥中心的信息传递员。Part II第二部分Crisis Management Plan危机管理方案Plan 1、Fire Alarm & Evacuation Procedure应急预案一：火警和疏散方案一、Initial Response 火警处理的基本原则Emergency Response Team go to the fire scene immediately.应急反应小组立刻赶到火警现场Fire Fighting Team go to the scene immediately upon receiving the activation.义务消防队接到指令后立刻赶到火警现场CMT members proceed immediately to the FCR room 危机管理小组成员立即前往消防中心集合Security officer secure the incident scene.保安保护现场General Manager will determine whether evacuation is necessary.总经理决定是否疏散人员Marketing Communications Manager will establish location of the Press Information Center.公关部建立信息发布中心All guests must be removed to a safe area and made as comfortable as possible.安排客人到舒适的安全地点No media access.禁止媒体在场Engineering department begin a systematic check of the integrity of the systems.工程部负责系统检查GSC and Engineering Department must verify all communications systems are functional.总机和工程部确保所有通讯通畅If not functional, or restricted, the Security Department will redistribute walkie talkie to essential CMT members.如果通讯不畅，由保安部给CMT成员配备对讲机Security Department should have another walkie talkie back up.保安部须另备一部对讲机应急Food and Beverage Department should be prepared to supply food and water when needed.餐饮部准备食物和水待用Housekeeping should be prepared to supply towels, blankets, etc when needed.客房部准备毛巾、毛毯等待用Concierge team should provide transportation for displaced guests to alternative lodging.前厅部车队负责为客人准备交通工具Security officers should be responsible for security and coordinate information for damage claims and losses reported by guests.保安员为客人提供遗失损失记录二、Fire Alarm & Evacuation Procedure 火警和疏散方案1、Fire Category： 火警分类：The fire alarm is classified into two categories: the Primary Fire Alarm and the Serious Fire Alarm.火警发生时，分为两种：初级火警和高级火警。Primary Fire Alarm初级火警：The fire is controlled within the hotel department. The fire fighting force of the hotel is good enoug