公司管理制度EMERGENCYHANDLINGPROCEDURE（14个制度范本）.doc

天马行空官方博客：/tmxk_docin ；QQ:1318241189；QQ群：175569632EMERGENCY HANDLING PROCEDUREBOMB THREAT1. General Response2. Bomb Search 3. Department Heads 4. Assistant Manager5. Telephone Department 6. Security Department88Bomb threat warnings are usually made by telephone calls. Normally, those making such calls do not speak to anyone in particular, but leave message or instructions to the first person in contact with the telephone. Whoever on receipt of such call should notify the Security Manager and Assistant Manager for immediate actions. After having consultation made with the management, Security Manager will coordinate with police authorities for further actions.1 Actions to be taken immediately after having received call 1.1 Treat the telephone call in strict confidence but notify Security Manager, and Assistant Manager for further actions without delay.1.2 Security Manager and Assistant Manager will liaise with Senior Executive on calling for the police authorities.1.3 Security Manager will assess the situation and determine the needs for security team to conduct bomb search activities.1.4 If the police is called, Security Manager will dispatch manpower to post at the most distant points leading to the location notified, as to avoid crowds and unnecessary publicity and prevent trouble makers from spreading discontent and fear in public.1.5 If the police on arrival with authority to search the premises, Security Manager will notify Senior Executive and Assistant Manager for necessary actions.892 Bomb Search 2.1 Security Manager will take charge to direct appropriate search activities.2.2 Searchers should not touch or disturb any parcel, package or other object without being readily identified, that might contain explosive device, the searcher has to report to Security Manager and Assistant Manager for further actions without delay.2.3 In case of necessity, Security Manager will notify the police authorities and dispatch manpower to close the area of bomb or suspicious object found. The area locating with bomb device or suspicious object is to be isolated completely until arrival of police authorities, who will arrange examination to the found object and render it so safe.903 Department HeadsLiaise with Senior Executives, or Assistant Manager prior to any operational activities in the event of bomb threat.914 Assistant Manager 4.1 Keep close attention to the situation and be alert in answering queries from guests.4.2 Give instruction to telephone operators upon answering queries from guests.4.3 Liaise with Security Manager and Senior Executive upon making investigations or giving instructions.4.4 Keep close contact with Senior Executive in concern of situation in the hotel.4.5 Assistant Manager to liaise with Senior Executive should evacuation be necessary. 925 Telephone Department 5.1 Telephone operators will keep close attention to the situations and be alert in answering queries from guests.5.2 Telephone operators will follow instructions from Assistant Manager upon answering queries from guests. If caller demands to speak with someone in authority, telephone operators will connect the call to Assistant Manager.5.3 Any change of situation in the hotel, telephone operators will notify the Senior Executive as well as department heads without delay.936 Security Department 6.1 Security Manager or Senior Security Office will coordinate with Assistant Manager to carry out investigation whenever necessary.6.2 Security personnel in charge will dispatch adequate manpower to bar entry of unauthorized personnel from vicinity of the location notifies.6.3 In the event of any bomb device or suspicious object found, security personnel will isolate the area completely from public view to avoid crowds and unnecessary publicity.6.4 If 119 is to called, security guard at front entrance will await arrival of police authorities and Bell Captain to arrange fireman lift to standby and lead them to the scene of emergency by using proper access through the back areas whenever possible.6.5 Duty Security guard at Control Room will currently notify Assistant Manager of the process. Crisis Management1. Riot and Demonstrations2. Internal Disturbance3. External Disturbance951 Outline contingency plan for hotel securing against riots & demonstrationsThe hotel, being a public building designed for easy access, is vulnerable to external threats that may arise from riots and demonstrations. The Security Manager or member of Management responsible for security must prepare contingency plans for securing the hotel, its guests and staff against such threats. The following points should be taken into consideration when preparing the contingency plans.1.1 Availability of Staff for Security Duties:The hotel may not have sufficient security staff on duty at any one time to secure the property. In these circumstances, members of staff from various Departments will have to be drafted into a security role. The Security Manager will be responsible for ensuring that: There are sufficient staffs available for security duties on each shift. Each member of staff has an assigned position. Each member of staff in the security role has been trained in the role and assigned his responsibilities. The Security Manager must ensure that the strength of his Security Team is up to strength on every shift.1.2 Points of Access to the hotelEvery access point to the building, which is normally kept open, must be closed and guarded by at least two members of the Security Team.Access points, which are normally kept, locked, e.g. emergency exits should be checked to ensure that they are properly secured.The Receiving Bay / Dock and the Staff Entrance should be closed and locked so as to prevent any unauthorized access. The main entrance to the hotel and separated entrances to the function room, etc. should be closed and locked but a Security Guard stationed at that point must have the key so that the doors can be opened to permit people to enter and leave the property.1.3 Fire Fighting and Damage ControlThe hotel Fire Brigade must be put on standby in the event that they are required to extinguish any fire that may be started in or near the hotel property.It is worth remembering that fire-fighting equipment such as hoses and extinguishers can be used in a defensive role, if necessary. Each of the Security Guards or staff appointed to security duties must know how to use fire hoses and fire extinguishers.1.4 Visible Security MeasuresThe Security measures taken in the hotel should not be highly visible but must be implemented with the lowest possible profile. Any overt, additional security measures, other than closing and locking the access doors, could incite the crowd and draw their attention, which might normally have been diverted elsewhere. Apart from obvious measures, all the main security preparations should be kept out of sight from the crowd.961.5 Movement ControlIf the demonstrators or rioters gain access to the property, their movements within the property can be controlled by: Switching off freight services and guest elevators. One guest elevator should be left switched on. Ensuring that all doors to storerooms, plantrooms, etc. are locked.1.6 Front Office ResponsibilitiesImmediately upon receiving notification that a riot or demonstration is likely to threaten the hotel, Front Office staff on duty should: Upon the instructions from the Security Manager and the General Manager, Resident Manager or duty Assistant Manager telephone the local Police and advise them of the threat. Place all cash and valuables into the drop safe deposit boxes. Make sure that the door to the safe deposit box room is locked. Notify all guests either by telephone or by using the public address system (if there is one) that they should remain in their rooms and that they should not open bedroom windows or go onto balconies, etc. in order to watch the demonstration. The Front Office staff should advise guests and visitors in the hotel lobby that they should remain in the hotel until such time as the threat has passed. Hotel guests and visitors in the lobby must be kept away from the main entrance to the hotel. If possible, the guests in the hotel should be encouraged to return to their rooms. Visitors to the hotel should be concentrated in one area e.g. a restaurant, so that the communication with visitors to the hotel is made simpler.1.7 DoormanThe hotel Doorman must ensure that the main doors to the hotel are locked and it is his responsibility to control the opening and closing of the front doors to permit people access to the property. The Doorman himself must remain inside the hotel with the doors locked. He cannot refuse to let out any hotel guests or visitors but those people leaving the hotel should be advised that it may not be in their interests to the leave the sanctuary of the hotel. One Security Guard (preferably uniformed) should be stationed at the front door with the Doorman and wherever possible, the Security Guard at the front door should be able to speak foreign language.1.8 Passive ResistanceThe objective in securing the hotel in the manner described above is to offer any crowd or demonstration only PASSIVE RESISTANCE not AGGRESSIVE DEFENSE. By offering passive resistance, there is a better chance that the crowd or demonstration will pass by the hotel and seek a more appropriate place in which to demonstrate.1.9 Medical / First AidThe hotel First Aid Team and the Hotel Doctor, if he is on the premises, must be put on notice that their services may be required in the event of any guest, visitor or member of staff being injured.1.10 Hotel Management PolicyAny contingency plans prepared by the Security Manager for securing the property in the event of threats by riots and demonstrations, must be discussed with the Management of the hotel in order to ensure that the contingency plans are in accordance with the general policy of the hotel Management and hotel owners.972 Procedure for dealing with disturbancesThe disturbances, which are most likely to occur within the hotel, are fights or arguments. These could be a result of drunkenness. Such disturbances are always unpleasant and after affect innocent bystanders and hotel guests. In the event of such disturbance occurring in the hotel, the following actions should be taken:2.1 Immediately notify hotel Security of the disturbance and ask them to send a Security Officer to the scene of the disturbance.2.2 If the disturbance is of a minor variety such as a voluble argument, ask the people involved to quiet down or advise them that they will have to leave the hotel.2.3 Notify the duty Assistant Manager.2.4 If the disturbance is of a major variety such as a fight, do not try to separate the participants unless you have sufficient assistance from other hotel staff or hotel guests. In the event of a major disturbance, the Police should be notified and summoned to the scene of the disturbance.2.5 Complete the Disturbance Report Form.2.6 Disturbance ReportAfter each disturbance has occurred in the hotel, a Disturbance Report should be completed and passed to the General Manager for further action if any. Listed below are some of the details that should be contained in the Disturbance Report: Name of member of staff completing Report Date on which Report is prepared Date on which disturbance occurred Time at which disturbance occurred Type of disturbance e.g. fights, arguments, etc. Name of person or persons causing disturbance Address of person or persons causing disturbance or room number if the person is resident in the hotel List damages caused to the hotel property, if any List the injuries to anybody involved in the disturbance Supply details of action taken to deal with the disturbance If the police were called, give details of action taken by the Police983 Action to be taken in the event of an external disturbance that threatens the hotelDisturbances that occur outside the hotel can either directly or indirectly affect the hotel and its guests. This sort of disturbances is likely to be strikes, riots, large crowds, etc. In the event of any such occurrence, the following actions should be taken:3.1 Notify the Security through duty Assistant Manager.3.2 The Security Officers should immediately be stationed at each entrance of the hotel and should remain there until such time as the disturbance has subsided.3.3 People wishing to enter the hotel should be asked why they wish to come in and should only be permitted to enter the hotel in small groups, i.e. in twos and threes.3.4 Any crowds of hotel guests that gather in the lobby to observe the disturbance outside should be requested to disperse.3.5 If the disturbance is sizable, the local Police should be notified and asked to send for Police Officers to help protect the hotel.3.6 The General Manager or duty Assistant Manager should be notified and it is his decision as to whether or not the Police should be called.DEATH CASES7. Staff Response8. Telephone Operator9. Assistant Manager10. Hotel Clinic11. Duty Security Supervisor12. Front Office and Housekeeping13. Department Heads Concerned621. Staff Response1.1. Any staff member who receives a report or comes across a seriously injury/dying person should immediately pass the information to: 6 Telephone Operator Dial “0”7 Hotel Clinic Dial “ ”1.2. Remain at scene and touch nothing unless it is absolutely necessary to save life, i.e. such as applying first aid to stop bleeding, removing a body from the rope which he/she is hanging, removing obstruction to breathing, removing person from water etc1.3. Try to preserve the scene and keep others from touching anything, as valuable fingerprints could be destroyed in the process.1.4. Hand over scene of incident upon the arrival of Assistant Manger and/or Duty Security Supervisor, brief them on known circumstances and action taken. 1.5. Remain at scene to assist in the follow up action and subsequent investigation by police or Security Department.632. Telephone Operator2.1. Upon notification of a seriously injured/dying person, the operator will ascertain:2.2. Identity of the information, such as staff/guests name, department, position or the informants room number, etc.2.2.A. Location of the scene and whereabouts of the informant. 2.2.B. Condition of the seriously injures/dying person. 2.3. Inform the following members of the Emergency Response Team to attend the scene through calling or paging. Telephone NumberPagerAssistant Manager TBADoctor and nurse Duty Security Supervisor TBA2.4. If confirmed to be a genuine case, immediately notify:General ManagerExecutive Assistant ManagerExecutive on Duty, after office hours or at weekend.Security Manager.Division Department Heads Concerned*If not during the office hours, page them or call them at rooms or home.2.5. In the event of any query in relation to the incident, obtain instructions from Assistant Manger prior to any reply.2.6. Contact with one of the following hospitals for ambulance service if instructed by Assistant Manager.2.7. Record incident in Incident logbook. 643. Assistant Manager3.1. Upon receipt of a report about a seriously injured/dying person, proceed to scene immediately.3.2. Instruct telephone operator to inform Duty Security Supervisor, hotel doctor and nurse on duty to attend scene.3.3. Attend to the person and see if any first aid or medical treatment can help.3.4. Consult with Security Manager or Assistant Manager at the scene and instruct Security Department to make a report the Nan Tang District Police Station, the Telephone number is 3.5. Instruct Duty Security Supervisor to isolate the area or room and keep it clear of spectators.3.6. If in an open area, instruct Engineering Department and/or Housekeeping Department to erect screen to block off sight from public view.3.7. Instruct available security guards to form an outer condor to keep spectators away from the scene. Restrict all access to the scene.3.8. DO NOT TOUCH OR MOVE THE BODY OR ANY INSTRUMENT LYING AROUND THE BODY unless it is absolutely necessary to save life. 3.9. If the seriously injures/dying person occupies a guestroom, obtain relevant inventory and registration card through security department and be ready for investigation by police. 653.10. Hand over scene to police when they arrive and assist as directed. Brief them on known circumstances and action taken.3.11. Ensure that the process of removal of the person(s) be arranged via service lift.3.12. Where hospitalization is necessary or instructed by police.3.12.A. Instruct telephone operator to call for Ambulance Service from hospital.3.12.B. Arrange hotel limousine if Ambulance Service is not available.3.13. If the people have no friend or relative to accompany him/her to hospital, assign one nurse (within clinic office hour), or provide escort. 3.14. After police investigation has been concluded, any belongings left behind by the person(s) will be stored for safekeeping at: Front Office Deposit Box for valuable items, and the key to the box should be kept by Security Department. Housekeeping Lost & Found for general items.*Until approval to release them has been given by police station or hotel Security Department.3.15. Notify next of kin without delay and appropriate consulates offices if a foreigner.3.16. Set up command post at Executive Office with RM, Security Manager or his a