酒店餐饮部食物中毒应急程序

Page 1 of 9 Food Poisoning Emergency Procedure 食物中毒应急程序食物中毒应急程序 About Food Poisoning 关于食物中毒关于食物中毒 Food poisoning is defined as persons gotten sick by ingesting certain unclean improperly cooked and or leftover foods over an extended period at outlets of the hotel 食物中毒被定义为有人在酒店餐厅用餐时食用不卫生 烹饪不当及 贮存时间过长的食品导致生病 The victims of food poisoning are hotel in house guests local guests dining in house and hotel employees 食物中毒当事人为住店客人 店内用餐本地客人和酒店员工 The illness usually involved the following symptoms nausea vomiting diarrhoea abdominal pains and fever Death may result in serious cases 病情出现一般为下列症状 恶心 呕吐 腹泻 腹痛和发烧 病情 严重可能导致死亡 Food poisoning usually can be detected at an early stage as people get poisoned within a relatively short time of each other and especially the same food was taken at the same establishment with similar symptoms 食物中毒一般来讲可以提早发现 因为中毒者会在相同餐厅特别是 食用相同食物以后短时间内出现相似症状 The reasons of food poisoning mainly are rot and degeneration of foods due improper cooking or storage failure to remove toxin contained in the foods whilst cooking and contrived poisoning 食物中毒主要原因为不合规程的储存和烹饪造成食品腐烂变质 在 烹饪中没有有效的去除食品的霉菌造成人为中毒 Food poisoning victims may have left the premises even before the symptoms become apparent 食物中毒者在症状发做明显明显前可能已有感觉 Emergency Procedure 紧急程序 Marco Polo Parkside Beijing XXX Page 2 of 9 Establish temporary emergency control centre preferably next to the scene where the food poisoning took place 建立临时紧急控制中心 最好建立在食物中毒发生地附近 This emergency control centre should be cordon off so that actions taken will not be visible to any passers by 对紧急控制中心应进行围挡以免路过人看到 The commander in chief of this control centre is the General Manager with the Security Manager and the doctor from the clinic as the senior officers 控制中心总指挥为总经理协同保安经理和医务室医生 The Food such as to induce vomiting and to assist in passing out of the toxin absorbed in the body by drinking plenty of water 急救措施应准备好 例如诱发中毒者呕吐 引用大量水使霉菌派出 体外 Protect the control centre and ensure only authorized personnel could access to that area Arrange for food samples and proper storage of the samples for the police and sanitary bureaus 保护控制中心 确保只有经授权人方可进入 安排并保存食品小样 以便警方和卫生检疫部门调查 Take photographs of the kitchen and dining room areas make note of any suspicious items and situations and brief the public security officers and hygiene bureau officers in detail upon their arrival 对厨房和餐厅进行拍摄 记录每一件可疑物并在警务人员和卫生检 疫员到达后做详尽说明 Keep the incident in confidence use only back of house areas for transferring the victims to first aid stations and hospitals Ambulances should be parked at the back in order to avoid unnecessary panic and reducing the negative affect on hotel reputation 对事故保密 只利用后勤区域运送中毒者到急救中心和医院 急救 车应停在后区避免不必要的恐慌 减少对酒店声誉的负面影响 Public Relations and Front Office should try to identify the victims of this incident Pacify the friends and relatives of these victims and try to deter them from speaking to the media 前台和公关人员应搞清中毒者身份 安抚他的朋友或家人并尽量阻 止他们与媒体进行交谈 Public Relations should receive media groups if any No comments of this incident should be made by any staff or manager to the media without the prior approval of the General Manager or the police 如有媒体介入公关部应接待 在得到总经理和警方批准前任何人不 得向媒体透露任何情况 The Finder of the situation 事故发现者 Anyone guest or staff who discovers the uncomfortable state of the victims should inform the outlet manager at once 任何人 无论客人或员工发现当事人不舒服后应立即报告餐厅经理 Marco Polo Parkside Beijing XXX Page 4 of 9 The Outlet Manager 餐厅经理 The outlet manager should raise an alarm discreetly and to the telephone operators at extension 0 or CCTV control room at extension 6855 to advise the General Manager at extension 6500 the Security Manager at extension 6846 the Manager on Duty at extension 0 the Front Office Assistant Manager at extension 1 the Food 餐厅经理应提高警觉电话通知总机 0 或监控室 6855 让他们转告总 经理分机 6500 保安经理 6846 饭店值班经理 0 前台值班经 理 1 餐饮经理 6532 和医务室医生 6808 Advise the chefs to stop cooking switch off the stoves and leave everything in the kitchen as is 通知厨师停止烹饪 关闭炉灶并保持厨房原样 Protect the scene of poisoning both kitchen and dining room and ensure that only authorized personnel could access to these areas 保护中毒现场 厨房和餐厅 只有经授权人方可进入这些地方 Telephone Operator 总机话务员总机话务员 Main responsibilities of the operators 话务员主要工作职责 Clarify the time of the call location of the food poisoning number of victims and their symptoms 澄清通话时间 食物中毒地点 中毒人数和他们的症状 Raise the alarm in the following sequence 按以下顺序发出警报 Clinic and the doctor 医务室和医生 CCTV room attendant 保安监控室员工 The General Manager 总经理 The Security Manager 保安经理 The Manager on Duty 饭店值班经理 The F Marco Polo Parkside Beijing XXX Page 5 of 9 餐饮经理 The Outlet Chef and all the cooks in the kitchen 餐厅厨师长和所有厨师 The Outlet Manager and all service staff 餐厅经理及所有服务人员 The Public Relations Manager 公关部经理 The Front Office Manager and Concierge 前厅经理和行李部 After initial medical check up of the victims by the doctor and upon his recommendations the General Manager or in his absence the Security Manager may authorised the telephone operator to call the police and or the hygiene bureau 医生最初阶段检查完毕后 根据他的建议 总经理或总经理不在时 保安经理 可以授权话务员通知警方和卫生检疫部门 Stay alert and wait for further instructions that may be forthcoming 保持警觉 等待有可能的新指令 CCTV Room 监控室监控室 Main Responsibilities of the CCTV room attendants 监控室员工主要工作职责 After receiving word inform Security Guard to rush to the scene by walkie talkie 接到通报后 用对讲机通知警卫迅速赶赴现场 Double check and call the General Manager at extension 6500 the Security Manager at extension 6846 the Manager on Duty at extension 0 the Front Office Assistant Manager at extension 1 the Food 拨打总经理分机 6500 保安经理 6846 饭店值班经理 0 前台值 班经理 1 餐饮经理 6532 医务室医生 6808 复核话务员已通知他 们 Review CCTV recording systems to see whether there are any suspicious points that need to be reported concerning this case 回放监控录象 观察是否有疑点需要汇报 Doctor with Clinic Staff at Control Centre 医生和医务室员工在控制中心 Marco Polo Parkside Beijing XXX Page 6 of 9 Main responsibilities of the doctor and clinic staff at control centre 医生和医务室员工在控制中心主要职责 Diagnose the conditions of the victims and take effective first aid measures 诊断当事人病情作有效急救措施 Provide information on poisoning to Security Department and public security officers 向保安部和警方提供中毒信息 If there are too many victims in serious conditions permission should be sought to send them to hospitals where they can be further treated 如很多中毒者病情严重 争得允许后送他们去医院进行进一步治疗 The doctor and clinic staff should receive and advise Hygiene Bureau personnel the detailed situation upon their arrival at the hotel 医生和医务室人员应在卫生检疫人员抵达时迎接并详述具体情况 General Manager 总经理 Main Responsibilities of the General Manager 总经理主要职责 Receives reports from respective departments centralize and coordinate departmental works and issue effective orders 接到部门报告后 集中并协调部门工作 发布有效指令 Makes decisions for emergency measures to be taken 对紧急措施做出决定 Authorises the telephone operator to inform the Police the Emergency Rescue Centre and Hygiene Bureau of the case 授权话务员通告警方 紧急救护中心和卫生局此次事故 Standby at the scene and assist whenever possible 留守现场 随时协助 Reports the poisoning incident to Accor Headquarters in Shanghai 向雅高上海总部汇报中毒事件 The Security Manager as Senior Officer Marco Polo Parkside Beijing XXX Page 7 of 9 保安经理作为高级指挥 Main Responsibilities of senior officer 高级指挥主要职责 Follows and carries out the instructions of the General Manager 执行并开展总经理指令 Controls the scene to ensure the smooth and careful administer of first aid to victims 控制现场确保对中毒者紧急治疗平稳有序 Cooperates with the Police and the Hygiene Bureau 与警方和卫生局合作 Be alert to any extraordinary situation and reports to General Manager in time 对不正常情况保持警觉 及时向总经理汇报 Security staff 保安员保安员 Main responsibilities of security guard 保安员主要职责 Immediately proceed to scene of poisoning secure protect and photo the scene 马上赶到中毒现场 保护现场并对现场进行拍照 Help to administer medicine to the victims 帮助当事人服药 Make inquiries and take statements at the scene 询问情况并在现场进行记录 Together with cooks of that outlet save food samples and ensure proper storage 协同餐厅厨师 保护并储存食品小样 Check ID card of the victims 检查当事人身份证 Check with chefs and clarify the details of cooking procedure If suspicious it is caused by contrived poisoning after basic investigation detain the suspect for further questioning and investigation Marco Polo Parkside Beijing XXX Page 8 of 9 与厨师核实澄清烹饪程序 作基础调查后如有可能是人为中毒事故 扣留嫌疑人做进一步询问及调查 Food 保存剩余食品 保持现场完整 Immediately arrange staff to assist in helping the victims 马上安排员工帮助