皇冠假日酒店-保安部制度与程序.pdf

Policy Number 序号序号 SEC PP 050 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy lead the fire prevention work in all departments of the hotel 认真执行消防法规 正确领导酒店各部门的消防安全工作 2 Organize to make the fire prevention rules and firefighting plan 组织制订消防规章制度和灭火方案 3 Implement the fire prevention liability policy and duty fire prevetion liability policy 组织实施防火责任制和岗位防火责任制 4 Conduct the fire prevention education among hotel staff lead volunteer fire brigade and organize fire prevetion drill 对员工进行安全防火教育 领导义务消防队 并组织消防演练 5 Arrange inspect and summarize the fire prevention work Report to the police bureau regularly 布置 检查 总结消防工作 定期向公安机关监督机构报告工作情况 6 Organize the fire prevention inspection remove the potential fire and organize to extinguish the fire accident 组织防火安全检查 督促消除火险隐患 组织扑救火灾事故 Policy Number 序号序号 SEC PP 051 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy implement thoroughly the duty of fire prevention responsible personal Be responsible for the supervising property and staff 全面贯彻执行 中华人民共和国消防法 等法律 法规的规定 遵守酒店的消防规章制度 认真履 行防火负责人职责 对所经营管理的酒店资产和人员的消防安全承担法律责任 2 Set and complete departmental fire prevention organization comply the fire prevention responsibility policy and the position fire prevention responsibility policy assign fire prevention responsible personal in the department 建立 健全本部门的消防组织 实行防火安全责任制和岗位防火责任制 确定本部门各岗位的防火 安全责任人 3 Carry out departmental fire prevention policy and firefighting operation procedures 严格落实本部门的防火安全制度和消防安全操作规程 4 Combine the fire prevention and the departmental business together Plan together arrange together summarize together evaluate together and reward and punish together 本部门的消防安全工作与生产经营要做到同计划 同部署 同检查 同总结 同评比和同奖罚 5 Set up departmental fire prevention file circle departmental key points of fire prevention set signs and manage it strictly 建立部门防火档案 确定部门防火安全重点部位 设置防火标志 实行严格管理 6 Cooperate with the hotel fire prevention inspection and conduct self inspection Remove the potential fire disaster in time stop any action disobeying the rules Ensure there is no serious potential fire disaster in the department 积极配合酒店开展的防火安全检查 并经常性开展防火自查 及时消除火灾隐患 制止违章行为 保证本部门不存在重大火灾隐患 7 Inplement daily fire prevention patrol record and monthly inspection report Set up patrol log book Policy Number 序号序号 SEC PP 051 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy if the answer is positive ask for his her name room number and at the same time check his her room card if the person says he she is a visitor ask the visited person s name and room number 待人有礼 询问该人员是否是酒店的住宿客人 如该人员声称是酒店客人 询问其姓名 房号 同 时查看他的房卡 如该人员声称是来访客人 询问被访客人和房间号码 3 Double check with Front Desk by interphone or telephone line 用对讲机或电话与前台核实 4 After getting the approval show the way to the person Bring the one who is not knowing the visited person s room number to the duty manager s office or security office 当前台确认姓名和房间号时 放行该名人员 应将不清楚被访人房间号的人员带至大堂经理办公室 或保安部办公室 5 If the person could not give a reasonable reason about why he she is in the hotel or if FO ensure he she does not check in we could regard the person as break in person and persuade him her away If the person refuses to leave or even makes trouble inform duty manager or general manager And deal with the person following the procedures of dealing with break ins 若该人员不能解释其在酒店的原因 或前台确认其未曾登记 则可视该名人员为非法闯入者 应要 求其离开酒店 若该人员拒绝或滋生事端 应通知值班经理或总经理并按酒店处理非法闯入者的程 序处理 6 When escorting the person out do not go in front but follow 护送该人员离开酒店时 应在其后跟随 不要在其前方带路 Policy Number 序号序号 SEC PP 045 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy at the same time tell your own name and personal information Don t touch the explosive instead try to protect the place untouched and control the spot 迅速用电话通知酒店总机 讲明发现爆炸或爆炸物的时间 地点和情况 同时将自己的姓名和身 份讲清 不要轻易触动爆炸物 尽可能保护 控制现场 2 After getting the report operator attendance should log down the reportor s name department time address and the information of the explosive And inform the following persons to the spot 总机值班员接到报警后 详细记录报警人的姓名 部门 时间 地点和发现爆炸或爆炸物品的情 况 并立即呼叫下列人员到现场 1 Security Manager Engineering Manager Lobby Duty Manager 保安部经理 工程部经理 大堂经理 2 General Manager Resident Manager duty manager 总经理 驻店经理 值班经理 3 Related departmental Director manager medical team and drivers 发生爆炸部门的总监 经理 医务室 司机班有关人员 Inform clearly the situation time and location 呼叫时要简明扼要地将发生的情况 时间 地点讲清 II Responsibility of staff at the spot 部门人员到场后的职责部门人员到场后的职责 Security Department 保安部 1 Arrange the security force circle the explosive secure area control the spot Close the fireproof door according to the situation in the guests room floor 立即组织警力 划定以爆炸或爆炸物为中心的警戒线 控制现场 楼层客房区可关闭防火 门 2 Report to the PSB 同时报告上级公安部门 3 After arrival of PSB follow the instruction of them coordinate them with the work Policy Number 序号序号 SEC PP 045 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy if the guest is s foreigner report to foreign affairs department 失主是国内客人 向公安机关派出所报告 失主是外国人 应向公安局外管处报告 6 Security department should assist the investigation with PSB 其次 保安部要组织调查 并配合公安机关立案侦破 7 If the lost article is got back after the guest departure contact with the guest according to the address recorded in the log book and send the article to guest by register mail keep the return receipt 如在客人离店以后追回被盗的物品 则要按客人留下的地址迅速取得联系 用挂号把物品邮寄给客 人 将挂号回执留存 8 If the guest lost his her passport report to local travel agency The travel agency will issue a lost approval Then the guest will register the lost in PSB with the approval and PSB will issue a register approval With this one the guest could apply for a new one in the related embassy or consulate 如果客人被盗的是护照 则要报告当地旅行社 由旅行社开具报失证明 让失主持证明向当地公安 Policy Number 序号序号 SEC PP 003 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy if the stuff is not claimed for more than 6 months should be sent to the related department 贵重物品要存放入保险箱内 或指定专人保管 无人认领的物品在客房中心保管三个月 无人认领 的贵重物品保管六个月后上交有关部门 5 The coprological newspapers magazines and books should be sent to security department 客人遗留的黄色书刊 报纸 杂志应交保安部处理 Policy Number 序号序号 SEC PP 047 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy we make this Checking the Video Tape Procedure 为规范监控值班员工作 明确操作规程 确保特殊情况值班员能按照安全要求处理 现制定操作 程序 Procedure 程序 程序 1 Get the notice that hotel management would check the surveillance video tape 接到酒店领导查看监控录像通知 2 Log clearly down the content and range of this task date time room number or other identified place etc 明确记录所接到任务的内容 范围 日期 时间 房号或具体部位 等 3 Find the required videotape or digital record hardware quickly and exactly 及时 准确地找到相应的监控录像带或数字录像的相应硬盘 4 Show the required content according to requirements provide related trace to the task 按照任务要求准确显示所查找的内容 为具体查找任务提供相关线索 5 After the mission furbish the facilities to the working situation 任务完成后按照设备要求恢复到正常工作状态 6 Write down the details of the process and result of inquiry for future checks 对查询过程以及查询结果做好详细记录备查 Policy Number 序号序号 SEC PP 028 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy 采取专人采购 专人验货 专人管理 2 Assign specific person to cook 专人进行制作烹制 3 Assign specific person to serve the food 专人进行上桌 4 All the food sample should be kept for 8 hours 食品检验人员保留样品8小时 Policy Number 序号序号 SEC PP 019 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy monitor the departments to follow it exactly Be responsible to investigate the cases disobey the fire prevention policy and give solution suggestion And report to the departmental manager and hotel general manager the solutions 制订各种防火安全制度 督促各部门贯彻落实防火安全措施 负责调查了解违反消防规定的事件 并提出处 理的意见 向部门领导 总经理报告处理情况 3 Be in charge of inspecting the fire prevention plan and equipments in the hotel If there is any potential danger monitor the related department to improve 负责检查酒店各部位的防火安全情况以及各类消防设备 灭火器材 发现隐患及时督促有关部门整 改 4 Be responsible to allocate and refill the firefighting equipment And coordinate with the departments regularly to inspect maintain repair and remove the problems 负责调配 补充灭火器材 并与有关部门定期进行消防设备检测 保养 维修 及时排除消防设备 故障 5 Watch the fire prevention main frame system the alarm system and the public address system 24 hours a day If there are any fire alarm or fire disaster or other emergency take action and report to the department leader immediately 负责二十四小时监视消防主机控制系统 警报和广播电话信号 发现火警 火灾及其它情况要及时 处理 并向部门领导汇报 6 Make firefighting plan for the key point and organize the firefighting drills 负责制订重点部位的灭火作战方案 并负责组织消防演练 7 Supervise the safety in open fire construction area in hotel Coordinate to complete and supervise the Policy Number 序号序号 SEC PP 014 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy record the water coming time and the number Policy Number 序号序号 SEC PP 021 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy keep all the facilities clean and in good condition 经常检查消防器材 保持消防设备的卫生清洁和完好无损 Policy Number 序号序号 SEC PP 038 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy to the serious cases inform General Manager immediately and report to PSB At the same time organize and arrange staff to protect and control the place Watch the criminal and inform his her to wait for the solution from PSB 对于境外人员的一般纠纷 保安部可出面进行调解 对较严重的事件 要立即报告总经理 并 向公安局处管处报告 同时组织 安排人员保护和维持现场秩序 对违法人员进行监控 要对 客人说明 需等候公安局外管人员前来处理 7 After the case record down the course and solution of the whole case and report to related superior government and related department 在整个事件处理完毕后 要把事件全过程及处理情况记录留存 并同时向上级机关和有关部门 报告 Policy Number 序号序号 SEC PP 032 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy assist to avoid potential fire disarster 进 行 防 火 安 全 检 查 帮 助 消 除 火 险 隐 患 3 Be familiar with the key fire prevention places in the hotel and grasp the function location and operation of different kinds of firefighting equipments Maintain all these firefighting equipments 熟 悉 酒 店 消 防 重 点 部 位 及 各 种 消 防 设 施 的 性 能 和 各 种 灭 火 器 材 的 操 作 方 法 及 摆 放 位 置 维 护 好 各 种 消 防 设 备 4 Take part in the fire extinguishing and evacation keep the fire place unchanged 积 极 参 加 抢 救 灭 火 或 疏 散 工 作 保 护 现 场 5 Attend the firefighting training held in the hotel 积 极 参 加 酒 店 组 织 的 各 项 消 防 活 动 6 Assist to find out the cause of fire with the supervior from police and security deparment 在 公 安 保 卫 部 门 的 领 导 下 积 极 协 助 追 查 火 灾 发 生 的 原 因 Policy Number 序号序号 SEC PP 027 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy improperly usage of gas leads to explosion fail to clean the stove and chimney in time so there remains too much oil spots or food dregs to result in fire the electrical equipments short cut to lead fire According to the realities mentioned above we make a particularity policy for kitchen 厨 房 引 起 火 灾 的 原 因 主 要 有 四 种 一 是 食 油 温 度 过 高 引 起 自 燃 二 是 使 用 煤 气 操 作 不 当 引 起 煤 气 爆 炸 三 是 灶 盘 和 烟 道 清 理 不 及 时 油 污 和 食 物 渣 积 累 过 多 容 易 引 起 火 灾 四 是 厨 房 电 器 防 火 不 好 导 致 电 器 短 路 引 起 火 灾 根 据 以 上 情 况 特 制 定 防 火 制 度 Procedure 程序 程序 1 There must be a strict operation procedure in kitchen Everyone there must implement it thoroughly 厨 房 必 须 制 定 严 格 的 操 作 规 程 厨 房 内 每 位 员 工 都 必 须 遵 守 2 All the stuffs in the kitchen should be placed in order not to place them everywhere 厨 房 内 物 品 摆 放 整 齐 有 序 严 禁 将 物 品 乱 堆 乱 放 3 When ignite the gas stove use the lit stick not the paper or match 各 种 煤 气 灶 点 火 时 要 使 用 点 火 棒 不 得 使 用 纸 张 和 火 柴 直 接 点 火 4 When refine oil or deep fry food there must be someone to watch And ensure there is not too much oil in the boiler and the oil temperature is never too high Strictly prevent fire which caused by high temperature or overflow 在 炼 油 炸 制 食 品 时 必 须 要 有 专 人 看 管 锅 内 油 不 要 放 得 过 满 掌 握 油 温 是 否 过 高 严 防 因 油 温 过 高 或 油 溢 出 而 引 起 火 灾 5 When use the gas often check if the gas tube and valve is leaking If any problem inform the engineering to repair immediately 使 用 煤 气 时 应 随 时 检 查 煤 气 管 道 和 阀 门 有 无 漏 气 发 现 问 题 应 及 时 通 知 工 程 部 维 修 6 Always inspect the electrical equipment and power switch Because we often use water in the kitchen it is easy to splash the water to the electrical facilities so that to cause power leakage short cut fire flame So if such kind of situation happens inform security and engineering immediately 经 常 检 查 各 种 电 器 和 电 源 开 关 因 厨 房 用 水 较 多 容 易 进 入 电 器 造 成 漏 电 短 路 打 火 等 如 发 现 应 立 即 通 知 保 安 部 和 工 程 部 7 Clean the ash cover and the chimney in time do a completely cleaning at least once a month So that to get Policy Number 序号序号 SEC PP 033 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy 携带必要器材和警具 对讲机 记录本 手电等 2 Arrange force to protect the spot set the limited line to control the persons in 布置警力保护现场 划定警戒线 控制人员进入 维护现场秩序 3 During rescuing casualty try not to touch things around Policy Number 序号序号 SEC PP 040 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy 对现场进行全部和局部重点拍照 5 Assist to rescue casualties if it is necessary to send to the hospital escort with medical attendance and try to ask for some information about the incident 协助抢救伤员 如需送往医院应与医务人员一同前往 并酌情向伤员了解记录有关案件发生的 情况 6 Ask information from the party the reporter and the witness 向当事人 报案人 知情者了解案情并记录 7 Coordinate with the PSV to investigate the spot 配合公安人员检查现场 8 If the crime is robbing or escaping arrest and assign specific staff to keep watching until the PSV to solve 如发现罪犯正在行凶或准备逃跑 立即抓获并派专人监守 待公安局来人后交给公安人员处 理 9 If there are any hostages in danger inform PSB immediately and try to take some action to control the situation 如有人质被绑架 扣押案件发生 应立即报公安机关 控制事态发展 采取必要措施 10 After the incident confort the guests and recount their belongings 做好善后工作 包括清点客人财物等 Attention Notes 注意事项 注意事项 Don t take any action to put the hotel employees guests or yourself in danger And don t take any action to intensify the robbers or inspire violence 不要采取任何使酒店员工 客人 或自己的安全受到威胁的行动 不要做任何可能使抢劫犯激 动或引发暴力的事 Follow the instructions made by robber unless you are confident to catch the criminal don t take any action 听从劫犯所有命令 有把握将劫犯擒获 方能采取行动 Consider all the guns are with bullets 把的有看得见的和看不见的枪支都视为上了子弹 Pay attention to the criminal s features intended escaping direction and tools used Provide the information to PSB for investigation 注意劫犯的身体特征 潜逃方向以及劫犯所使用的东西或其它潜逃工具 将这些提供给当地执 法部门 供其调查 Inform duty supervisor and related PSB immediately 抢劫发生后 立即向当班主管汇报 并请示通知相关执法部门 Close off the place and keep the place unattacked and undestroyed 封锁案件发生地区 保持该地区安全 Neverever touch the left thing by the criminals such as clothes Policy Number 序号序号 SEC PP 040 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy inform the exit security to stand by for catching the robbers 控 制 案 发 现 场 通 知 酒 店 各 出 口 保 安 员 做 好 围 追 阻 截 的 工 作 3 4 At the same time inform the PSB for their assistant 同 时 通 知 当 地 公 安 机 关 请 求 帮 助 处 理 3 5 Overmaster the criminal as soon as possible And at the same time avoid or try to decrease to hurt others 迅 速 制 服 犯 罪 分 子 同 时 注 意 避 免 和 减 少 人 员 伤 亡 3 6 Bring the criminal to the PSB 将 犯 罪 分 子 送 交 公 安 机 关 Policy Number 序号序号 SEC PP 031 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy to serious cases inform security manager to the place to the super serious case security manager should inform general manager and PSB immediately 对一般纠纷 保安部可出面进行调解 对于较严重的事件 要立即通知保安部经理到场 对重 大违法案情 保安部经理要立即通知总经理和公安部门 4 Security department should assign specific person to keep watching the criminal until the arrival of PSB don t lock up the guest instead to tell him her wait for the PSB security staff are not authorized to frisk the guest 保安部应安排人员对违法人员进行监控 等候公安人员到达 不要对被监控人员进行关押 要 对其说明需等候公安人员前来处理 保安部人员也不要对犯罪嫌疑人动手进行搜身 5 To the guest who is conducting crime override him her and keep watching and send to the PSB immediately or inform to PSB to the place 对正在实施犯罪行为的人员 可将其制服并严加监视 防止逃脱并立即送公安机关 或通知公 安部门派人前来 6 After the case write a report about the course of the affairs and report to superior government and the related department 事件处理完 把事件全过程及处理情况向上级主管机关保卫部门报告 Policy Number 序号序号 SEC PP 003 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy if she says she is a visitor ask about the visited person s name room number and double check with FO about the information 当你在客房区域发现有人外型与你获得描述很相符 则表明你保安人员的身份并询问对方是否是酒 店客人 如果此人声称是客人 询问其姓名房号并要求查看他的房卡 如果此人声称是来看望住店 的客人 询问那住店客人的姓名和房号 同前台核实这些信息 4 If FO approved this information thank the guest for her cooperation and continue to search for the suspects 前台确认这些信息正确后 礼貌的感谢客人的合作 继续巡逻找出可疑人员 5 If the person could not explain why she is here or if the person is not registered in FO inform her that she is complained and ask her to go with you to the security office or the duty manager s office 此人不能说明来酒店的原因 或前台没有登记的记录 则告知此人你收到投诉 请此人和你一起去 保安部或值班经理办公室 6 If the person refuses to leave solve the problem as dealing with break in person and warn her she is illegally break in It is practical to call the PSB 如此人拒绝离开 则按照酒店为非法闯入处理制定的程序行事 可以警告此人为非法侵入 也可以 Policy Number 序号序号 SEC PP 003 Crowne Plaza City Center Changsha 长沙皇冠假日酒店长沙皇冠假日酒店 Effective Date 生效日期生效日期 01 Oct 06 Supercedes No 废止号废止号 Policy 2the complain is from guest or staff 当你收到在公共区域 广场 有可疑妓女的报告后 确定其投诉依据 是否表示收取费用提供性 服务 投诉是来自客人或员工 don t misunderstand in case she is just a friendly and hostile guest 不要假定关于搭讪的人或友好的女顾客的投诉是卖淫的证据 2 If it is confirmed that the person is intending to do sexual business solve the problem according to hotel policy this including possible to call PSB or warn her this is illegal break in 事实表明此人正试图卖淫 则按照酒店为处理此类总是制定的程序行事 这可括联系当地执法部门 或只是警告其非法侵入 Remarks 备注 备注 In order to avoid complain to ho