紧急预案-消防.doc

紧急预案CRISIS MANAGEMENT MANUAL一、总指挥: 所有火灾及紧急事件均由总经理领导处理，总经理因事缺席将由行政副经理或当时酒店职位最高的行政管理人员负责。在事件处理过程中保持与紧急行动组的联系，随时掌握火灾现场情况；决定联系城市消防队给予帮助；决定播报区域或整体紧急广播；下达局部或整体疏散命令，对外信息的发布人，紧急情况解除的决策者。. Commander in chief: Hotel General Manager is responsible for fire and all emergencies. EAM or senior management on duty will assume the responsibility in the absence of General Manager. Commander in chief should keep close contact with the Emergency Response Team member to decide whether to call the fire brigade, announce the case, initiate evacuation, address media or claim the elimination.二、先遣组：是酒店任何紧急事件先期到达现场的人员，负责对现场情况（报警信息）进行确认和初期处理，及时将现场信息反馈给监控中心，在不危及个人安全的情况下，等待酒店紧急行动小组的到来。前厅值班经理任组长。. Advance party team: Front Office Duty Manager should be the team leader. The advance party team means the first arrived team in all emergencies, and is responsible for the initial confirmation and handling of the case until the arrival of the emergency response team. In the process, they should assure their own safety. The situation should be reflected to CCTV without delay. 人员组成： Members:前厅值班经理 (携带各种房型的钥匙和灭火器)Front Office Duty Manager ( with all keys and fire extinguisher)值班工程师 （携带机电设备、管井房门钥匙及灭火器、对讲机）Duty Engineer ( with E&U equipment, pump room key, fire extinguisher and walkie-talkie)值班保安主管（携带强光电筒和灭火器）Duty Security Supervisor ( with flashlight heavy duty and fire extinguisher)值班客房副经理（客人分布清单，手电筒和灭火器）Duty Associate Housekeeper ( guest distribution list, torchlight and fire extinguisher) 三、紧急行动组：当先遣队返回情况紧急、事态升级的现场信息给监控中心后，监控中心员工立即用对讲机紧急呼叫紧急行动组成员，各成员接到通知后应迅速赶往监控中心进行着装、佩戴防护设备和灭火器材，在行动组组长的带领下奔赴火灾现场。到达现场后根据先遣队的介绍立即展开火灾扑救，并对事发区域的人员进行救援，抢救重要物资，控制区域动力供应，增设警戒，随时向总经理报告现场情况的变化。在确保人员安全的前提下全力控制现场，听从总指挥的指令、等待增援。紧急行动组组长由安全经理或总工程师担任（亦称现场指挥）。: Emergency Response Team: After receiving report of advance party team, CCTV security should immediately use walkie-talkie to inform emergency response team. All the team member should go to CCTV room without delay for equipment, and then to the fire scene with the team leader. After their arrival, the advance party team should handover the situation for their rescue. Emergency response team member should try to rescue all the trapped personnel and valuables, control the electric and gas supply, ask for more man power, and report to General Manager. They should assure the safety of hotel guest and staff and wait for the coming man power according to the order of the commander-in-chief. The Emergency response team leader should be Dir Security manager or of chief engineer.人员组成：Members:安全部经理或总工程师 Security Manager or Chief Engineering保安部3人（值班主管、巡逻保安、公寓楼岗保安）3 Security guard ( duty supervisor, patrolling security guard, lobby security guard)工程部3人（值班工程师、值班电工、值班机修工）3 pax from engineering department ( duty engineer, duty electrician, duty mechanic)客房部3人（客房副经理、楼层值班主管、公共区域主管）3 pax form housekeeping ( assistant manager, floor supervisor, Public Area supervisor)前厅部2人（当值前台主管、值班行李员）2 pax from front office (duty front office supervisor, duty porter)事发区域部门经理和相关负责人Division/departmental head concerned.四、抢险救援组：抢险救援工作一般情况下由紧急行动组完成，在情况紧急、事态严重的情况下，根据现场指挥员的要求，由保安部、工程部和事发所在部门增派人员。主要任务是：实施事发区域人员救护和重要物资转移，根据指令负责其他区域的人员（客人）疏散。. Emergency Rescue Team: Emergency response team usually takes the rescue responsibility. The member could ask for more man power from security department, engineering department or other related department according to commanders order. Their main task is rescue all the trapped personnel and transfer valuables. They also in charge of other area evacuation.五、救 护 组：对现场所有受伤人员实施救护，对伤情较为严重的伤员应立即安排送往就近的医院进行抢救，根据现场伤员情况联系“120”急救中心。.Medical Team: Be responsible for the rescue of the injury. Arrange some badly-injured personnel to the nearest hospital immediately and contact “120” if the situation is serious.人员组成： Members:人事运作经理（全程负责救护工作中的协调安排）Human Resource operation manager ( for the coordination and arrangement)前厅部副经理（对受伤的客人进行安抚，配合医生救护）Front office assistant manager ( calm guest down and assist the doctor)健身中心主管（配合医生对伤员进行现场救护或转移）Fitness center in charge (assist doctor to rescue and transfer injury)行李部员工2人（随身携带单架，保障重伤员的转移）2 pax from concierge ( with stretcher for bad-injured personnel transfer )酒店车队驾驶员2人（准备2辆小车在疏散地等候）2 hotel drivers ( prepare 2 cars on evacuation site)医务室值班医生（带上所有急救药品，止血、包扎用具）Hotel clinic duty doctor(with first-aid medicine, hemostatic and enswathement appliance)六、疏散中心 疏散中心就是当紧急疏散的命令下达后，酒店客人及员工将撤离到一个指定的较为安全的地点，到达后及时进行人员清点，确保疏散工作的及时有效。并对已疏散的客人和员工进行后续安排或决定是否返回酒店。成都新都假日酒店的疏散中心设在酒店南侧、马超东路旁（见附图1）疏散中心由人力资源总监负责酒店员工疏散后的清点和安排；销售总监、行政管家负责客人疏散后的清点和安抚，在必要的情况下安排入住其他酒店。 Evacuation Center: Evacuation Center is a safe place where staff and guest should go to after evacuation announcement. After the arrival of all staff and guest, a roll-call and arrangement should be made to ensure evacuation completion. Director of Human Resources is in charge of the staff roll-call and arrangement; Director of Sales and Director of Room is responsible the guest roll-call and sometimes, arrangement to other hotels.火灾发生前没有任何预兆，一旦产生，又很容易失去控制，故而通常被称为“第一号破坏者”，消防程序也因此在任何酒店经营过程中显得至关重要。记住火灾的产生依赖于以下三要素在同一时间、统一地点存在，即：Fire can start without warning and, once started, it gets out of control. It has always been as the number one destroyer of life and property. Fire Procedures are therefore absolutely essential in any hotel operation. Remember fire relies upon Three Objects being at the same place at the same time before it can break out. Namely:1. 氧气或空气 Oxygen/Air2. 易燃物质 Flammable Material3. 热量 Heat注：如果上述三要素中的任何一个被去掉，则火灾即可避免。Remarks: If any one of these three elements is removed. The fire will be extinguished.要求酒店每一位员工都熟悉火灾报警、消防设备和紧急出口以便在紧急情况下帮助客人，并最大程度地降低和减轻损失。All the hotel staff should be familiar with fire alarm procedure, fire equipment and fire exit to assist guest escape and minimize losses.酒店消防结构完整,并配备了完备的消防报警系统，掌握并保护设备的正常运行是每一位员工的责任和义务：Chengdu hotel, has a complete fire prevention structure and fire alarm system. Each staff should know and protect the equipment, including:1） 烟感器/温感器 Smoke /Heat Detectors安装在酒店各个区域，当烟雾和温度达到一定值时会引起自动报警，其报警点位会在区域控制面板和消防控制中心的系统上显示。Smoke/heat detectors are installed in various areas of the hotel. These will be set off by a predetermined volume of smoke or degree of heat, which will be automatically activate the alarm. And the location will be shown on the area panel and Fire Control Center.2） 煤气探测器 Gas Detectors通常设置在使用煤气的厨房、餐厅、动力设备房内，如果出现煤气泄漏或燃烧不尽的煤气堆积现象，该探测器将自动报警，报警信号直接反映在消防控制中心煤气主控设备上。Gas detector was usually located in kitchen, restaurant and dynamical equipment room. The detector will alarm automatically when gas release or something unusual. And the alarm signal will reflect on gas control panel at fire control center.3） 手动破玻报警器及消防栓 Manual break glass call points and Fire Hydrant.手动破玻报警器安装在消防栓箱附近，分布在酒店的各个区域，发现火情的人只要打破玻璃按下报警开关就能报警，报警信号将直接反馈到消防控制中心CRT系统上。而消防栓或灭火器安装和配置在酒店各区域，以便控制火势。The break glass call point are situated at various points throughout the entire building near the fire hose stations. The person who discovered the fire in his/her area can activate the alarm by breaking the glass cover of alarm switch. The alarm signal will be shown in zone fire panel and Fire Control Room Monitor with indication of location. The fire hydrant hose or fire extinguisher are available in various areas in the hotel for usage to fight the fire.4） 喷淋器 Sprinkler喷淋器位于酒店各处（客房、机房、库房、餐厅、办公室、公共区域、及所有后勤区域），在达到一定温度或管网压力过大或是意外情况下喷淋头损坏，水在很高的压力推动下从喷淋管喷出。Sprinklers are located in various areas throughout the entire building (guest rooms, mechanical rooms, storerooms, outlets, offices, public areas and back of the house areas). These can be set off at predetermined temperature and also by accident if the tip of any water sprinkler is knocked off. The water will spray out of the sprinkler nozzle at high pressure.5） 卷帘闸 Fire Shutter卷帘闸的安装是根据消防规范，用于防止火灾快速蔓延，形成防火分区。一旦区域警报鸣响，防火阀会自动关闭。Fire shutters are installed to rescue the fire areas for compliance with fire regulations. The purpose of this installation is to prevent the fire spreading into other areas. Once the alarm activated in that area, the fire shuttle in the fire zone will be closed automatically. 6） 消防通道（火灾逃生通道）Fire exit酒店共有5个消防楼梯，其中3个分布在主楼4层以下，分别是：There are 5 fire staircases in the hotel, 3 in main building and 1 in podium floor, i.e.:一号楼梯：位于酒店电梯厅北侧，消防电梯旁边，楼梯贯穿整个大楼，自B2层至28层和楼顶，是客房区域和餐厅人员疏散的重要通道；Staircase#1: located on the western side of the main building, beside No.4 elevator, from B2 to 14throughout the whole building. It is the main passage for guest floor and outlet evacuation.二号楼梯：位于酒店电梯厅南侧，客用电梯旁边，楼梯贯穿整个大楼，自B2层至28层和楼顶，是客房区域人员疏散的重要通道；Staircase#2: located on the north side of the main building, beside floor linen guest room, from B2 to 14 throughout the whole building. It is the main passage for guest floor evacuation.三号楼梯：位于酒店大堂左侧，4层至B2层，是宴会客人和酒店总经办公人员疏散的重要通道；Staircase#3: located on the orient, from B2 to the 7th floor. It is the main passage for guest room and logistics work personnel.四号楼梯：位于酒店大堂右侧，4层至B2层，是酒店收货平台和厨房后勤人员疏散的重要通道；五号楼梯：位于酒店业主大堂左侧，1层至B2层，是员工进出酒店主要楼梯和酒店后勤办公人员疏散的重要通道；7） 灭火器 Fire ExtinguisherABC干粉灭火器； ABC dry chemical fire extinguisher.Co2灭火器；Co2 fire extinguisher.灭火毯； Fire carpet厨房专用灭火器；Fire extinguisher for kitchen use only动力设备房专用低压Co2灭火器；Low-voltage Co2 fire extinguisher for voltage room use only8） 紧急事故指挥中心包括火灾在内的所有紧急情况联系中心位于酒店1层2号通道口处，紧急电话：8119Emergency command center It serve as communication center for all emergencies including fire. It is located at staff entrance . Ext:8119.发现火情后报告（适用于每一个人）Reporting on discovering of fire ( for everyone)1、 不要惊慌！Do Not Panic!2、 立即行动！Action immediately!3、 拨打酒店紧急电话“3119”和市政消防报警电话“119”:Call hotel emergency extension ”3119”or Fire hotline”119”:a、 报告自己的姓名、部门（地址）及联系电话；Identify yourself by name/department (address) and telephone number;b、 说明火患或烟雾的正确位置/燃烧物质；Explain the exact location of fire and smoke.c、 火势大小Fire status或按响警报- - -立即在附近找到手动报警按钮，打破玻璃按响警报。Raise the alarm: by breaking the glass cover of call point switch which is located by the side of the hydrant station within your working area.4、 扑灭火灾Put out the fire尽量用灭火器扑灭火情或控制火势。Try to put out the fire with fire extinguisher or control the fire.确保事发区域客人和员工的安全撤离。Ensure staff and guest safe evacuation of fire scene.确信火情尚未威胁到你的生命安全。Ensure your own safety注意：有电或油类引发的火灾不能用水扑灭。Notes：Do not put water on electrical fire.5、 当火情失控时，须撤离到消防通道，等待酒店紧急行动组的到来。If the fire out of your control, keep the door closed until the arrival of Emergency Response Team.火灾紧急行动及结构Fire Emergency Action and Function消防控制中心收到消防报警信号或电话报警信息之后，立即用对讲机通知先遣队成员按指定的地点到达现场，先遣队成员应在3分钟内向监控中心报告是否火灾或假警报。如果是假警报，值班人员应取消警报，并在火灾报警记录本上做好记录。Fire Control Center personnel should initiate advance party team to the fire scene by walkie-talkie upon receiving the fire alarm signal. The team member should report back to the Emergency Command Centre within 3 minutes whether there is a fire or a false alarm. If it is a false alarm, the Security staff at the Emergency Command Centre should cancel the alarm; and make a record in the fire alarm logbook. 如果是火灾，监控值班人员应立即启动紧急行动方案：If the fire is authentic, CCTV duty officer should initiate emergency plan without delay, including:a.向总机通报火灾现场情况Reporting fire situation to PABX.b.用对讲机和电话联系酒店紧急行动小组成员Contacting emergency response team by walkie-talkie.c.检查消防设施必须置于自动状态，准备事发区域平面图Ensuring all fire equipment in effective use and preparing the map of the scene.d.密切关注现场情况Keep close eye on the scene.e.根据总经理的指令，拨打“119”电话报警。Call police hotline“119” according to General Managers decision.总机话务员接到监控室的报告后：Upon receiving the fire report from CCTV, operator should:1. 用规定格式记录全部信息，Record all information with provided form.2. 用电话挂通总经理和驻店经理的手机汇报火警情况，Call General Manager and Resident Manager s mobile phone to report the fire situation.3. 联系所有紧急情况领导小组成员向指挥中心报道，Page the Emergency Respond Team reporting to Emergency Command Center.4. 对电话线路进行控制，保持足够的线路供紧急情况使用，Control the telephone line to ensure the availability.5. 灵活、机智地回答客人的询问。Answer guest inquiry tactfully and with flexibility.紧急行动小组成员在接收到紧急行动信息后：Upon receiving the emergency code, emergency response team should:A. 迅速到达监控中心着装，配带氧气面具，准备强光电筒和抢修工具；Go to CCTV room immediately for equipment, including oxygen mask, heavy duty flashlight and maintenance tool.B. 准备灭火器、推动消防车、携带抢救箱，在组长的带领下进入现场；Prepare fire extinguisher, fire cart and first-aid box to enter the scene by team leader. C. 乘电梯到达着火层下方楼层，走楼梯到达着火现场；Take lift to arrive the lower level of the fire floor, and take staircase to the fire scene.D. 组织实施现场抢险救援，关闭电力和煤气，布置适当的警戒；Organize on the spot rescue, shut off electricity and gas valve, and arrange proper barrier.E. 利用所带器材和现场消防设施阻止火灾蔓延，扑灭火灾；Control or put out the fire with fire equipment. F. 随时与指挥中心保持联系，报告现场情况；Contact the Emergency Commander Center to report the situation at any moment.G. 消防人员到达后，及时介绍情况，并配合组织疏散。Introduce the situation to the fireman after their arrival and assist them to organize evacuation.紧急事故处理中心内当总经理到达后：After the arrival of General Manager in Emergency Commander Center:A. 值班人员应将总指挥袖标戴在总经理左臂上，并及时介绍现场情况；Duty officer should remind General Manager to wear the command armband, and introduce spot situation immediately.B. 总工程师或安全部经理在指挥中心配合总指挥工作，重点是随时提供总指挥所需要的信息；Chief Engineering or Security Manager should stay in Emergency Commander Center to provide assistance.C. 紧急情况领导小组成员到达后，根据现场的需要和变化随时接受总指挥的指派； After the arrival of Emergency Response Team, they should take commanders orders at any time and in any case.D. 总指挥授权值班员工拨打报警电话和播报区域紧急广播；Duty officer authorized by the commander in chief should activate PSB or broadcast the emergency. E. 如果情况发生变化、火灾升级，总指挥下达总警报和疏散命令；If the fire is out of control, the commander of Emergency Commander Center should order for partial or total evacuation.F. 当城市救援队（消防队）到达后，总指挥权应自然移交给当时最高行政官员；After fire services arrived, the General Manager should hand over the command of the Emergency Command Centre to the most senior fireman.G. 总经理到达疏散中心，并接受各部门的疏散情况报告。General Manager should go to the Evacuation Center to be reported of the evacuation situation. 酒店的所有楼层平面图和外围消防结构图都必须保存在消防控制中心，当消防队到达后应及时将图纸交给他们。All floor map and perimeter fire chart should be kept in Fire Control Center. After the arrival of fire brigade, all the drawings should be handed to them immediately. 城市消防队到达酒店进入救援状态后，他们将全权负责火灾形势控制，酒店员工将服从他们的指挥。After the arrival of the fire brigade, they will in charge of the fire. All staff l should obtain their order. 酒店必须保持各消防通道畅通无阻，并有足够的位置停放消防战斗车、云梯车等；室外水泵接合器、消火栓随时都要处于完整运行状态。The fluency of the fire exit, enough place for fire cart and fire lift must be ensured; outdoor pump valve joint and fire hydrant much be in effective use. 任何紧急事件发生后酒店将立即成立“事故责任检查组”和“损失评估小组”并立即展开工作，与此相关的信息和结论及时以书面形式报告给总经理，总经理将按照集团的要求进行汇报。After emergency, “ Investigation Team” and “ Loss Evaluation Team” must be organized immediately to collect the related information and report to General Manager. 疏 散EVACUATION1. 总的疏散程序General Evacuation Procedure在收到紧急疏散的警报时:Upon hearing evacuation alarm:所有人员须带上重要文件、票据、现金等，保持警觉听从本部门上司的指令；All personnel should bring important file, bill and cash, etc. and remain alert for instructions from their direct superior.不要打不关紧要的电话，以避免阻塞酒店程控交换机；Do not make unnecessary telephone calls and jam up the buildings telephone exchange.如果是个别楼层的疏散收听广播中播报的区域:If evacuation of a partial floor is orderedlisten to broadcasting for areas to be evacuated.当你处在宣告疏散的楼层时，协助并引导客人到达附近消防楼梯；To assist guests and direct them to nearby staircase, when you are on the floor that being announced for evacuation;如果客人已离开，保持所有客房及通道门关闭。Keep all the guestrooms and fire exit doors closed, if the guests have evacuated.全楼疏散：总的警报响起或同时广播播报，所有人员必须按指定方式离开大楼。Total evacuation: General alarm will be sounded or with broadcasting announcement. Upon hearing the general alarm, all people must leave the building in orderly manner.在疏散过程中：When evacuating:不要惊慌但要快速由最近出口走下或上楼梯往首层出口；Do not panic but quickly walk down or up the staircases from the nearest exits to ground floor.不要返回收拾个人物品；Do not return to collect personal belongings不要重新进入房间或楼层；Do not re-enter the room or floor.不要企图使用电梯。Do not attempt to use lifts.疏散后：After evacuation:所有人员不允许重新进入酒店，直到地面控制人员一致同意；All people are not allowed to re-enter the hotel until the permission is given by assembly ground controller;所有客人和员工应按秩序排列；All guest and staff should be lined up in designated lots.不允许任何人进入建筑物直到权威人士确认安全或由总经理发出命令。No one is allowed to enter the building until the inspection for safety being confirmed by the authority or order form General Manager.2. 疏散命令Evacuation order当现场情况升级、行动组报告紧急事件失控时，紧急事故指挥中心总指挥应立即发布局部或全部疏散命令：If the fire is out of control as reported from Emergency Response Team, the commander of Emergency Commander Center should order for partial or total evacuation.按响总警报-警铃、声光同时响起；To switch on the general alarmalarm, sound and light activated at the same time;播放紧急广播：To turn on the evacuation message:“请大家注意，酒店内部发生火警，需要紧急疏散，请大家按照酒店服务人员的引导不要惊慌，不要乘坐电梯，尽快通过最近的紧急出口或楼梯口到达一楼，离开大楼，谢谢！”“ Please pay attention, there is a small fire in the hotel, and need evacuation. Do not panic, leave your room by the nearby staircase and go to the ground floor by staircase. Do not use lifts. Thank you for your cooperation.”紧急情况领导小组成员立即按确定的部门角色投入行动。Emergency Management Team members immediately to take up evacuation