“人质劫持”紧急处理程序.doc

。POLICY & PROCEDURE政策与程序Subject 主题：“Hostage Taking” Emergency Procedure“人质劫持”紧急处理程序 No.: ICCQ/ENG/0000 Prepared By政策制定人Hotel general manager for approval酒店总经理批准Effective Date执行日期LewisLiu刘平On 28 July 20112011年7月28日About Hostage Taking:关于人质劫持事件 Hostage taking refers to the action of kidnapping, abducting or unlawful detention of hotel guests, local restaurant guests and/or staff within the hotel.人质劫持事件是指在酒店内劫持，绑架，非法拘禁酒店客人，用餐的客人，或者员工的非法行为。 Kidnapping, abducting or unlawful detention refers to the act of detaining someone for the sake of extortion of monetary values or other advantages by the use of violence, intimidation or the use of drugs (anaesthesia).劫持，绑架，非法拘禁等行为是指为攫取金钱或其他利益而对他人利用暴力，胁迫或者施用毒品来拘禁它人的行为。 Emergency actions will be undertaken when this hostage taking situation occurs within the hotel premises.当绑架人质发生在酒店内发生时，就必须立刻采取营救行动。 The culprit(s) will abduct hostages with weapons of many kinds including guns, bombs and/or knives. 犯罪嫌疑人可能利用枪支，弹药或者匕首来威胁人质。 Improper rescue actions may result in the culprit(s) killing the hostages indiscriminately. 不妥当的营救行动将导致犯罪嫌疑人杀害人质。 The culprit(s) during a hostage taking standoff are usually highly nervous, in very unstable mood and/or easily irritable. So be very careful and calm when negotiating with them.犯罪嫌疑人在实施绑架的过程中通常是精神高度紧张，情绪不稳定并且易被激怒，所以应该小心镇定地与他们进行谈判。Handling a Hostage Taking situation:绑架人质事件的处理： As hostage taking situation usually happens suddenly, there is no time to set up a command centre to deal with it explicitly. Therefore, wherever a hostage taking situation takes place inside the hotel, the CCTV room at extension “6855” will act as Command Centre. 由于绑架人质事件通常是突然发生的，我们没有时间设立一个指挥中心来明确的指导，因此在酒店内无论何时发生这种情况，监控室“6855”将作为 指挥中心。 Standing instructions should be issued that under the situation of a hostage taking situation, the General Manager at extension “ ” is the Commander-in-Chief and when a hostage taking situation occurs, he should proceed to the Command Centre and give directions and instructions as deemed necessary.绑架事件一旦发生就必须要有有效的指示发出。此时分机为“ ”的总经理身为总指挥到指挥中心给出必要的指示 。 The Security Manager at extension “ ” is the senior officer, in the absence of the General Manager, the Security Manager assumes the position of Acting Commander-in-Chief, and his instructions carry the same authority as that of the General Manager.分机是 的保安部经理担当高级指挥官，在总经理不在地情况下，保安部经理则要承担总指挥的任务，他的命令等同于总经理。 When hostage taking situation happens within the hotel and the culprit(s) make demands for the release of the hostages, the Security Manager or his assistant will negotiate with the culprit(s). 当酒店内发生绑架人质事件，而且犯罪嫌疑人要求以条件交换人质时，保安部经理和他的助手要与之进行谈判。 The Security Manager or his assistant, shall remain very calm when dealing with the culprit(s), and will try to stall the negotiation process until the arrival of the police. 对待犯罪嫌疑人时保安部经理和他的助手要保持冷静，尽量拖延谈判时间直到警方到达。 Upon the arrival of the police, they will take over completely from the hotel and all hotel personnel should assist the police in every way to handle the situation.警方到达之后将接管整个酒店，所有人都应尽力协助警方解决这个问题。 Should the culprit(s) depart from the hotel with the hostages prior to the arrival of the police, they should be allowed to leave and not be stopped by anyone from the hotel.如果犯罪嫌疑人在警方到达之前要携人质离开酒店，就放他们通行，任何人都不要阻拦。 If the situation permits, Security staff should try to follow the culprit(s) but keeping distance and with ones own safety in mind. 如果情况允许，保安人员应尝试跟踪犯罪嫌疑人，但要与之保持距离并注意保护自己的安全。 Should the culprit(s) depart from the hotel without the hostages prior to the arrival of the police, they should be allowed to leave and not be stopped by anyone from the hotel. Security staff, together with the hotel doctor should approach the victims immediately to see whether they are hurt and to offer any assistance that may be required. 如果犯罪嫌疑人在警方到达之前放弃人质要求自己离开酒店，也放他们通行，任何人都不要阻拦。保安人员和医生应立即接近受害者检查他们是否受伤，如果需要立即提供救助。 Security staff should also try to take statements from the victims and pass these to the police upon their arrival. 保安人员也应向受害者问询情况并将这些转述给警方。The Person who Notices the Hostage Taking Situation:目击人质劫持的人员： If this person is a guest of the Hotel, he/she should inform a staff member of the hotel to take the necessary action. If this person is a staff of the hotel, his/her main responsibilities are: 如果这个人是住店客人，他/她应该通知一下酒店的员工采取必要的措施，如果这个人是酒店员工，他/她的主要职责是： Call the telephone operator at extension “ ” and the CCTV room at extension “ ” discreetly and report the findings;悄悄地播打总机 和电视监控室 报告所发现的情况。 Stay in the background; monitor the situation until the arrival of senior hotel personnel;留在不太引人注目的地方监控情况，直到管理层的到来。 Retreat to a safe area and write down completely all details that were witnessed at the hostage taking situation;撤退到安全的地方之后写下你目击的全部过程。 This report should be handed in as soon as possible to the Command Centre.这份报告必须尽快上交指挥中心。Operator总机Main responsibilities of the operators:总机的主要职责： Inform the General Manager at extension “ ” immediately and with his approval, call the police at “110” and tell them of the situation;迅速播打 通知总机理，经他批准之后打110报警。 Inform the Security Manager at extension “ ”, the Assistant Security Manager at extension “ ”, the Manager-on-Duty at extension “ ”, the Front Office Assistant Manager at extension “ ” and the doctor from the clinic at extension “ ” of the situation and have them report to the Command Centre at once; 拨打 通知保安部经理， 通知保安部副经理， 通知当天的值班经理，通知前厅部副经理， 通知医生。让他们立刻向指挥中心报到。 Stay alert and wait for further instructions that may be forthcoming. 保持警惕并等待下一步的指示命令。CCTV Room监控室Main responsibilities of the CCTV room attendants:监控室服务员的职责： Alert all Security staff at extension “ ” of the hostage taking situation at the indicated location;通知 通知所有保安部人员发生绑架人质的情况和具体位置。 Alert all hotel staff to stay away from that location;警告所有酒店员工离开危险位置。 Alert the Engineering Department at extension “ ” and Public Relations Department at extension “ ” of the hostage taking situation.拨打 通知工程部， 房务部人质绑架事件的情况 Train all close circuit cameras in that area to record the progress of the hostage taking situation;将该区域附近的摄像头瞄准、记录好事态的进展过程。 Do not broadcast the incident over the public address system;不要在公共传播系统上广播此事。 Stay alert and wait for further instructions that may be forthcoming.保持警惕并等待下一步的指示命令。Security Department保安部Main responsibilities of the Security Department:保安部的主要职责 Upon receiving the call from CCTV, alert all Security staff at extension “ ” of the situation and the location;接到监控室的通知后，拨打 将事件情况和事发地点通知所有保安人员 Immediately post Security officers at the passages leading to the hostage taking area to prevent all guests or staff from entering into that area;在通往危险区域的路段迅速布置保安人员以免酒店客人或者员工进入。 The Security supervisor at extension “ ”, the Manager-on-Duty at extension “ ”, the Front Office Assistant Manager at extension “ ” and the doctor at extension “ ” should proceed to a vantage point where they can observe the proceedings of the hostage taking situation without being seen by the culprit(s). 的保安部主管， 的值班经理， 的前厅部副经理， 的医生都应该在一个较为隐蔽的位置继续观察事件发生近况，以免被犯罪嫌疑人发现。 A member of the security staff should wait at the front entrance for the arrival of the police and they are to be escorted to the vantage point where the Security Supervisor can brief them in detail on what is happening at the scene of the hostage taking or their demands. 保安人员应在酒店正门等待警方的到来并护送他们到达观察事件发展的有利地点，听保安部主管告知他们事件详情和犯罪嫌疑人的要求。 Upon the arrival of the police, they will take over completely from the hotel and all hotel personnel should assist the police in every way to handle the situation.警方到达之后他们会完全接管酒店，所有酒店人员都应尽最大力量协助警方处理该情况。Engineering Department工程部Main Responsibilities of Engineering Department:工程部主要职责 Prepar