酒店电梯应急(中英文).doc

一：OVERVIEW 概 述1. In order to avoid lift trouble, should test and maintain regularly. 为防止电梯发生故障，应定期对电梯进行检测保养2. When lift has trouble, operator reported to emergency team after receiving emergency call, and rescue the person trapped in lift. 一旦发生电梯故障，电话总机接到应急电话后即可通知应急小组，同时按照正确的操作程 序营救被困人员。二：POLICY 政 策1. Objective 目标2. Procedure 程序3. Telephone operator and FCC room 电话总机和消防控制中心4. Duty Engineer 值班工程师 5. Security Officer保安人员6. Duty manager 值班经理7. Lift checking 电梯检修三：PROCEDURE 程序 /步骤Objective 目标1. To rescue person from lift when the lift has trouble. 电梯突然发生故障，营救电梯里的被困人员。2. To prevent person from trap in the lift that caused panic and loss control which can endanger their lives. 预防困在电梯里的人员因惊慌失措而招致发生生命危险。3. This procedures applies to all the lifts in the hotels that is:- 此程序将用于酒店内所有电梯：(1) Six passenger lift. 客梯6部. (2) Two service lift. 服务梯2部.(3) Two panoramic lift 观光电梯2部4. Must always remember: Never rescue people to come out of the lift in between floors as this is dangerous. 切记：永远不要从两层楼之间营救人员。Procedure 程序:1. When people get trap in the lift and they press the Emergency Call Button: 当人员困在电梯内,按紧急呼叫键时： Telephone Operators page emergency team reach the scene by Paging group : 电话总机群呼通知应急小组成员到场:(1) Telephone Operators inform the duty engineer. 通知工程部值班工程师. (2) Operators inform security supervisor on duty. 通知保安部值班主管.(3) Telephone Operators inform Front Office Duty Manager. 通知前台值班经理.(4) Inform Chief Engineering/Chief Security Officer 通知工程部经理/保安部经理14.3 Telephone operator and FCC room 电话总机和消防控制中心1. Operators will receive the emergency report at first and then inform emergency group to come to the site. 总机人员首先得到电梯事故报告，立即通知应急小组到现场。2. To find out accurately the location of the failure lift, the number of the lift and the situation of the inside person. 准确了解故障电梯所停的位置，梯内被困人员动态。3. On receiving a lift emergency report, duty telephonist should inform the following staff to attend the scene. 得到电梯事故报告后，当班的话务员电话通知以下人员立即赶赴现场。(1) Duty Manager 值班经理(2) Duty security Supervisor 值班保安主管(3) Duty Engineer 值班工程师4. He must advise the Duty Manager of the extent of the problem. DM should contact the person be stranded elevator. 向值班经理报告事故的严重性。 值班经理要立即到FCC与被困人员联络。5. FCC should keep in touch with the person be stranded by using intercom. FCC要保持与被困人员的联络。(1) When the person be stranded press the Emergency Button, FCC could hear the person voice. FCC member should have a talk with person immediately. 当被困人员按下紧急按钮时，FCC能听到被困人员的声音。FCC 人员 要迅速与其对话。(2) If the person be stranded fail to press the emergency button for his nervous: 当被困人员因紧张没有按紧急按钮时： A. FCC could not hear the persons voices while the person could receive the FCCs. Therefore, FCC staff should have a talk with the inside person as soon as possible and instruct them repeatedly to press the emergency button. FCC 听不到被困人员的声音，被困人员能听到FCC的声音。因此值班员 要迅速与其交谈，反复指示他（她）按电梯报警钮。B. If the person still has not any responses FCC stuff should not stop talking until he/she eases him(her) intensive emotion or forecasts the forthcoming problems and then takes action at once. 如果被困人员仍没有反映，FCC 不能停止通话，直至消除其紧张不安的情绪或预测到他 可能发生的问题，并迅速采取措施。C. Hang up the intercom till the rescuer rescue all the person. 待救援人员将被困人员全部救出后方可挂断电梯对讲器。6. Using the polite language while speaking and the tune should be kind. 通话时要使用礼貌语言，语调要亲切。(1) “Ladies and Gentlemen: I am sorry about that there is something wrong with our lift. Please stay calm, our engineer is on the way to the scene and please cooperate with us. Thank you very much.” “女士们、先生们：很抱歉，我们的电梯发生了一点故障，请你保持镇静, 我们的工程师很 快赶到现场，请你配合我们，谢谢。”(2) If the person be stranded pay no any reaction, repeat again and again, 当被困人员不答应时，要反复讲： “Hello, please tell me. Could you hear my voices?” “你好，听到我的声音吗？请告诉我。” “Our engineer is on the way to the scene.” “我们的工程师马上到现场。” “Please press the yellow emergency button and have a talk with me.” “请按黄色报警钮与我讲话。”7. Record the incident in the emergency log book（FCC AND OPERATOR）. 在紧急情况记事本上记录事故情况(总机和消防控制中心)。8. According to the instruction of the Duty Manager. 根据值班经理的指示：(1) Telephone operators inform the Hotel Manager and General Manager; 总机 通知酒店经理和总经理；(2) Telephone operators inform the professional rescuer. 总机 通知专业人员救援。Duty Engineer 值班工程师 1. On receipt of the telephone operators the Duty Engineer: 当值班工程师接到总机报告后：(1) Inform two engineers attend to the penthouse with elevator key and be ready for action immediately. Duty Engineers hurry to the failure lift on floor at the maximum speed and coverage with the Duty Manager and security supervisor carrying with the walkie-talkie and emergency light, etc. 立即通知2名工程人员拿电梯钥匙,赶到电梯被困楼层待命。保安主管携带对讲机、应急 灯等工具用最快的速度赶到事故电梯的楼层与前台值班经理及工程人员汇合。(2) The engineer uses the key of the lift, open the door and observe the accurate situation of the failure lift. 工程部人员用电梯钥匙，打开故障电梯的梯门，观察电梯骤停的确切位置。 Must always remember: The lift door should not be opened wider than the shoulder. It is the best way to be able to see the check if this is sure mark of the lift. At the same time keep in touch with the personnel in the penthouse and make sure of the parking location. 切记：电梯门打开不能超过肩宽，能看见电梯缆绳的记号最佳。同时，与机房工程人员联 系，确认停车位置。(3) Hurry to the floor which the lift was parking along with Duty Manager and security supervisor. Open the door by using the lift key and instruct the engineer to twine the cord safely through the walkie-talkie. 与前台值班经理、保安主管赶赴电梯所停位置的楼层，用电梯钥匙打开梯门，用对讲机 指挥工程部人员安全地盘梯操作。 Must always remember: Observe the lift compartment. If the person have opened the door of the compartment, ask them to close it immediately, and then twining the cord is allowed. 切记： 观察时如发现被困人员已扒开轿厢门，要立即通知他关上轿厢门，才可指挥盘梯(4) The engineers in the lift penthouse cut off the power of the failure lift. One of them operates the loosing-brake handgrip, another twines the yellow flywheel to make the compartment move up till the up floor. 电梯机房的工程人员将切断故障电梯电源开关，一名工人操作松闸手柄，另一名工人用手 盘黄色飞轮，让轿厢往上运行，盘梯至平层。 Must always remember: 切记：A. The lift compartment must be moved smoothly and try to reduce the shake to prevent the person from discomfort. 轿厢必须缓慢运行，尽量减少振动，预防引发被困人员不适。B. The standing operating time should not exceed three or five seconds while the staff operate the loosing-brake handgrip. 员工操作松闸手柄时，连续施力时间不得超过三秒至五秒。C. Resume the loosing-brake handgrip while the compartment gets to the up floor. 轿厢到达所需位置后，再复位松闸手柄。(5) Open the door of the lift compartment by using the lift key and rescue inside person. 用电梯钥匙打开轿厢门，解救出被困人员。 (6) With the situation which the door of the lift compartment could not be opened: 如遇打不开电梯轿厢门情况时： (1) Inform the in-house lift company representative and request his assistance (Where he is available). 通知店内电梯维修承包商，请他立即提供帮助。(2) Determine the floor at which the lift/(lifts) is parked, then proceed as specified in the lift company instruction sheet for rescue action. 判断故障电梯现在哪个楼层，而后按照电梯公司处理故障电梯的程序开始救援工作。(3) Recommend to the Duty Manager to initiate rescue action by specialized fire services department when situation warrants. 如有必要，建议值班经理请求专职消防队前来救助。(4) When lift failure, Duty engineers must give the information to lift company representative and take technical support from them。Record details and find out the reasons are why failure after rescue. 电梯出现故障时，工程部应立即告知电梯公司维修员获得技术支持，救援结束后要查明 故障的原因并详细记录。Security Officer保安人员1. When the security personnel discover the failure of the lift running or the duty guard hears the lift emergency ring ringing: 当保安值班人员发现电梯运行显示故障或执勤警卫听到电梯报警铃响后：(1) Pass the information to the duty telephonist and Engineering Department immediately. The situations of the inside person must be spelled out. 立即通知总机值班人员和工程部。一定要讲明：电梯内被困人员情况。(2) Duty Security personnel examine the CCTV and Lift panel and make sure the situation of inside, which floor emergency lift stayed. Person situation (including the total number and their gender) 保安值班人员立即查看电梯监控和电梯显示盘，确认电梯内被关人员情况以及电梯停在 几楼。(几人?男 女?)(3) Call the latest guard or supervisor to the floor of the failure lift with key and coverage with the Duty Manager and Duty Engineer. 呼叫最近的警卫或主管拿电梯钥匙赶到事故电梯所在楼层，与前台值班经理和值班工程 师汇合。(4) Duty security officer goes on observing the situation of inside person through CCTV and keep in touch with the telephone operators. At the same time inform the spot rescuer of the inside situation by using walkie-talkie. Keep talking with inside persons and console them. 保安值班室人员继续通过CCTV监控观察被困人员的情况，并保持与总机的联系，同时用 对讲机将被困人员的现状及时通报给现场的救援人员。保持与被困人员通话并安慰他们2. When the Duty Security Supervisor receives the report: 当保安部值班主管接到报告后：(1) Hurry to the failure lift on floor at the maximum speed carrying with the walkie-talkie and emergency light, etc. and coverage with the Duty Manager and Duty Engineers. 携带对讲机和应急灯，在接到报警通知后以最快的速度赶到电梯故障的楼层与值班工程 师和前台值班经理汇合。(2) Cooperate with the Engineering personnel to make sure of the parking location. 配合工程部人员迅速确认电梯骤停的位置。(3) Assist in the spot rescue and keep the order. 协助现场救援及维护救援时的周边秩序。3. The disposal of the emergency: 发生意外情况的处理：(1) Arrange workingman to be at the scene to prevent some other people from emergency if the lift door could not close or during the time of maintain. 出现电梯门不能关闭或维修期间电梯厅门不能关闭的情况时要留人员看护，以防他人误 入发生意外。(2) Ease the intensive emotion as the persons blood pressure is wavy or the heart feels uncomfortable. Do not move him, advise the clinic and assist in rescuing . 被困人员出现血压不稳/心脏不适时，要稳定其情绪，不要移动他，通知医务室，配合值班经理进行抢救处理。(3) Protect the scene and assist in investigation when people injured or dying takes place. 当意外地发生人员伤亡时，要保护现场，配合调查。4. Accidence Investigation 事故调查(1) Security Department should understand the causation and enter the incident in emergency log book. 保安部要了解事故的原因并做好记录。(2) Report to the concerning government department if necessary. 必要时报告政府有关部门调查。(3) Connecting Telephone Number: 联系电话: PSB: 12365 Bureau of Quality and Technical Supervision : 质量技术监督局：Duty manager 值班经理1. When the Duty Manager receives the FCC report: 当值班经理接到FCC报告后：(1) Hurry to the failure lift on the accident floor at maximum speed converge with the duty Engineers and security officers. 最快的速度赶到事故电梯的楼层与值班工程师及保安人员汇合。(2) Get to the upper floor of the parking location along with the engineer and security officer while the location has been confirmed at the first floor. Be responsible for the instruction and assistance at the rescue spot. 当在楼层确认电梯骤停位置后，与工程及保安人员迅速赶到电梯所停位置的上一层， 负责营救现场的指挥和协调工作。(3) Keep in touch with the FCC and try to communicate with the person to master the situations of the inside person. 与FCC随时保持联系，并在梯外尽量与被困人员通话，掌握被困人员动态。(4) Duty Manager must ensure from the engineer that the lift power has been cut off while rescuing the person out of the lift compartment. 在营救被困人员出梯时，前台值班经理一定要向工程师确认电梯轿厢电源是否关闭。 Must always remember: Only the power has been cut off could the person be rescue from the lift compartment. 切记：关闭电源后，方可营救被困人员出电梯轿厢。(5) Pacify the gazed person. Advise to the clinic or first-aid center and be Ready for salvage if there is something wrong with the person. 做好受惊吓人员的安抚工作。如出现有不适的情况，应立即通知医务室或急救中心， 做好抢救工作 (6) Be responsible for the report to the hotel management. 负责向酒店领导汇报工作情况。2. Assure the person(s) inside that help is on the way and to stay calm. Repeat at regular