保安部操作标准手册

保卫部标准操作程序 SECURITY STANDARD OF PROCEDURES 题目 火灾事件处理规定和程序 Topic 规定与程序编号 GIH SE 001 1 Emergency Policies and Procedures Task No 准备 Prepare by 批准 总经理 Approval by 传达致 Distribution 定义及目的 保护生命 To save live 保护财产 To prevent damage of properties 防止火势蔓延 Prevent fire from spreading 规定 火灾事件处理 Fire disaster handling 1 饭店紧急行动小组 The H E A T team 页数 1 9 Page 日期 Date 日期 Date 生效日期 Effective date 无论是接到总机 保安 前台还是客房部的紧急呼叫 饭店紧急行动小组都应是 第一行动小组 This refers to the Hotel Emergency Action Team which will be the first action team to respond to all emergency situation when call upon either by the operator Security Front Office or Housekeeping 饭店紧急行动小组成员 The H E A T team members are 1 1值班经理 Duty Manager 1 题目 火灾事件处理规定和程序 Topic 规定与程序编号 GIH SE 001 1 保卫部规定与程序 页数 1 9 Emergency Policies and Procedures Series NO 准备 Prepare by 批准 总经理 Approval by 传达致 Distribution 1 2值班工程师 Duty Engineer 1 3客房部主管 Housekeeping Supervisor 1 4保安领班 Security Officer 1 5救火组长 Fire fighter leader 1 6急救组长 First Aid leader 2 灭火小组 Fire Fighting Team Page 日期 Date 日期 Date 生效日期 Effective date 3 4 这支队伍应由通过保安经理培训并得到证书的各班次各部门人员组成 This is a team of staff which has been trained and certified by the Security Manager and should be available in all shifts The team should comprise of staff from various Department 急救小组 First Aid Team 这支队伍应受过各种处理紧急情况的培训 This is a team of staff which has been trained to give first aid in any Emergency situation 消防部门 Fire Department 2 题目 火灾事件处理规定和程序 Topic 规定与程序编号 GIH SE 001 1 保卫部规定与程序 页数 1 9 Emergency Policies and Procedures Series NO 准备 Prepare by 批准 总经理 Approval by 传达致 Distribution 指当地消防机关 This refers to the local fire authority 5 管理层 Management Team 指总经理及总经理的直接下属 Page 日期 Date 日期 Date 生效日期 Effective date 6 7 程序 1 This refers to the General Manager and all his direct report 红色代码 Code Red 这是通知某地着火 紧急行动小组需要管理层及所有部门员工的援助 This is to notify that there is fire somewhere and the HEAT team need back up from the Management team and all other department staff 代号 555是通过群呼显示着火代号 CODE NO 555 is a code number for group paging of the HEAT team and the management team 当有人发现着火时 当事人应 When fire is detected the first person who detect it to call 1 1打破报警器玻璃 同时烟感探测器也将直通监控中心 Break Glass or smoke detector will alert FCC 1 2拨 0 并通知值班总机 Dial 0 and inform the operator on duty or 1 3拨 8879 直通总机 Dial 8879 which also goes to the operator and 3 题目 火灾事件处理规定和程序 Topic 规定与程序编号 GIH SE 001 1 保卫部规定与程序 页数 1 9 Emergency Policies and Procedures Series NO 准备 Prepare by 批准 总经理 Approval by 传达致 Distribution 2 如打破报警器玻璃报警 或火灾探测器报警 If break glass or fire detector 2 1警铃将直发监控中心 Alarm will trigger at FCC Page 日期 Date 日期 Date 生效日期 Effective date 3 4 2 2保安将通知值班经理及值班工程师赶赴现场 Security will notify Duty Manager and Duty Engineer and proceed to location 2 3如是误报 则将报警系统恢复正常 If false alarm reset the system 2 4如真发生火灾 通知饭店紧急行动小组的其他人员 If real fire then notify the rest of the HEAT team will follow the fire procedure 如有人发现火情 总机应询问 If the fire detected by people operator to ask caller the 3 1着火位置 Location of fire 3 2火情 Fire condition 总机将通知 The OPERATOR will inform 4 1群呼代号555通知饭店紧急行动小组 The H E A T team by group paging CODE NO 555 4 2消防员等候命令 4 题目 火灾事件处理规定和程序 Topic 规定与程序编号 GIH SE 001 1 保卫部规定与程序 页数 1 9 Emergency Policies and Procedures Series NO 准备 Prepare by 批准 总经理 Approval by 传达致 Distribution The Fire Fighter to stand by 4 3急救小组等候命令 The First Aid team to stand by Page 日期 Date 日期 Date 生效日期 Effective date 5 6 饭店紧急行动小组应携带灭火器立即赶赴现场 根据火势作出决定是否能将 火扑灭 还是需要救援或疏散客人 The H E A T team will proceed to the scene with fire extinguisher immediately assets the situation and make decision whether the fire can be put out or to call for back up or evacuation is necessary 火势不严重 Small Fire 6 1急救小组将火扑灭 The heat team will put out the fire 6 2保安将控制该区域 The Security will control the area 6 3值班经理来安排处理所有客人 Duty Manager to handle all guests 6 4客房部协助值班经理将灭火后的地区清扫干净 Housekeeping to assist Duty Manager and clear the mess after fire being put out 6 5火灭后 工程部将切断的电源恢复正常 Engineering to isolate power supply and renormalise after fire being put out 6 6值班经理通知总经理 Duty Manager will then inform G M 5 题目 火灾事件处理规定和程序 Topic 规定与程序编号 GIH SE 001 1 保卫部规定与程序 页数 1 9 Emergency Policies and Procedures Series NO 准备 Prepare by 批准 总经理 Approval by 传达致 Distribution 7 火势严重或迅速蔓延 Big Fire or Fire That Spread Fast Page 日期 Date 日期 Date 生效日期 Effective date 7 1饭店紧急行动小组将通知下列人员 同时监控中心拉响第一次警铃 The H E A T team will notify the following people FCC to raise 1st audible alarm 消防队 The fire fighting team 饭店管理层 The Management team 急救小组 The first aid team 消防部门 The Fire Department 7 2当给出红色代号后 饭店管理层应做以下行动 Once CODE RED message given the Management team will take the following action 7 2 1所有部门总监 All Division heads 拿起对讲机 To take respective walkie talkie 通知所有当班的员工在指定部门或指定区域等候指示 Call all available staff to stand by for further instruction at respective deparment or designated area 6 题目 火灾事件处理规定和程序 Topic 规定与程序编号 GIH SE 001 1 保卫部规定与程序 页数 1 9 Emergency Policies and Procedures Series NO 准备 Prepare by 批准 总经理 Approval by 传达致 Distribution Page 日期 Date 日期 Date 生效日期 Effective date 7 2 2总经理将在监控中心指挥灭火行动 决定是否需要疏散客人 The General Manager will be the Commander of the fire rescue operation and will station at the FCC And will decide whether evacuation is necessary 7 2 3总工程师 Chief Engineer 赶赴现场 根据火情给指挥者建议 To proceed to scene and advise the Commander base on his assessment of the fire situation 如需要将着火地区的电源切断 立即指挥工程部员工切断 保证消防水管有水 应急发电机启动 停止供气 所有空调及通风设备关闭 使用增压舱扇及喷 洒窗帘 To instruct engineering staff if power shut down of certain area is necessary To ensure that all fire pumps are running and emergency generator started To shut off gas supply All air condition and ventilation are off and pressurization fan and spray curtain running 7 2 4保安经理 Security Manager 动员所有消防员控制火势蔓延 To mobilize all fire fighter to restrict the fire from spreading to other areas 消除南门及北门的通道 To clear passage way for fire engine at North gate and South gate 同工程部一起协助客房部援救客人 查看楼层 查完一间房 在房门上标记X 证明此房已查过 To assist housekeeping in rescuing people and floor sweeping with the help from engineering and mark X on the door to the room that has been checked and report 7 题目 火灾事件处理规定和程序 Topic 规定与程序编号 GIH SE 001 1 保卫部规定与程序 页数 1 9 Emergency Policies and Procedures Series NO 准备 Prepare by 批准 总经理 Approval by 传达致 Distribution to FCC Commander 7 2 5房务运作经理应保证 Room Operation Manager to ensure 打印客人登记名单 To make available a list of all guests registered 如需要疏散客人 请求客房部帮助 Page 日期 Date 日期 Date 生效日期 Effective date To handle all guests with the help from housekeeping if evacuation is necessary 7 2 6财务总监 Finance Controller 如需要疏散撤离 确保携带一些重要的文件及备用磁盘 To ensure that only very important documents and back up tape are taken along if evacuation is necessary 7 2 7行政管家及其员工 Executive Housekeeper and team 协助房务运作经理疏散客人 To assist room operation manager in handling the guests 查看楼层 在所查看的房门的上标记X To carry out floor sweeping and put an X the doors that has been checked 7 2 8餐饮部及其员工 F B Manager and team 确保煤气炉关闭 To ensure that all cooking gas stove turned off 8 题目 火灾事件处理规定和程序 Topic 规定与程序编号 GIH SE 001 1 保卫部规定与程序 页数 1 9 Emergency Policies and Procedures Series NO 准备 Prepare by 批准 总经理 Approval by 传达致 Distribution 确保煤气炉关闭 To ensure that all cooking gas stove turned off 待命 To assist as required 7 2 9人力资源部 H R Department 待命 To assist as required Page 日期 Date 日期 Date 生效日期 Effective date 9 题目 火灾事件处理规定和程序 Topic 规定与程序编号 GIH SE 002 保卫部规定与程序 页数 1 9 Emergency Policies and Procedures Series NO 准备 Prepare by 批准 总经理 Approval by 传达致 Distribution 定义及目的 保护生命 To save live 规定 紧急疏散 Evacuation 1 第二便铃声 2ND Audible Alarm 1 1只有总经理有权发出紧急疏散的命令 Page 日期 Date 日期 Date 生效日期 Effective date Only General Manager will give instruction if evacuation is accessory 1 2得到总经理的指示后 消防中心的员工应立即拉响第二遍警铃同时通知总 机启动紧急广播 Upon receiving instruction from G M the security officer in FCC shall raise the 2nd Audible Alarm and inform operator to activate the Emergency Broadcasting System 1 3这铃声便是紧急疏散的信号 这时一种不间断的铃声 同时播出下列通知 This is the Hotel s evacuation signal and it will be a long continuous ringing alarm inter mingled with the following evacuation announcement 先生们 女士们 现在饭店发生紧急情况 请使用离您最近的出口迅速 离开饭店 饭店的员工将会协助您 请勿惊慌 请勿使用电梯 谢谢 Ladies and Gentlemen there is an emergency in the hotel Please leave the hotel immediately using the nearest exit staircase Our staff will be round to assist you Do not panic and do not use the elevators Thank you 10 保卫部规定与程序 题目 紧急疏散处理规定与程序 规定与程序编号 GIH SE 002 1 准备 保卫部经理 批准 总经理 传达致 各部门 页数 2 9 日期 2003 11 1 日期 2003 11 1 生效日期 2003 11 1 2 3 此广播将使用3种语言广播 英文 中文和日文 The announcement will be in 3 languages English Chinese Japanese 紧急疏散路线 Routes of evacuation 2 1所有客人和员工疏散时使用楼梯 疏散后立即到指定地点报道 All guests and staff shall evacuate the Hotel using the various exit staircases and proceed immediately to the Assembly Point 2 2请按下列路线疏散 附图 Please refer ro the following route 2 3人力资源部应在集合地点反复招呼员工 并确保各部门分开集合并保持安 静 1 1The H R Department should take roll call the employees at the assembly point Make sure the individual department assemble separately and quietly 保卫部 Security 3 1保安员应在各个出口把守 以防外人进入饭店 Security guards to cordon off various exits to prevent unauthorized persons from entering the hotel 3 2与地区交警联系 请他们控制饭店周边的交通 Contact the Traffic Police requesting them to provide crowed and traffic control in and around the hotel premises 3 3待客人和员工全部撤离饭店后 保安员应要把守饭店出口防止外人进入 After all guests and staff have evacuated security guards shall continue to guard the hotel to prevent unauthorized personnel plunders and saboteurs from 11 保卫部规定与程序 题目 紧急疏散处理规定与程序 规定与程序编号 GIH SE 002 1 准备 保卫部经理 批准 总经理 传达致 各部门 entering the hotel 3 4火灾扑灭后 保卫部将协助调查失火原因 页数 3 9 日期 2003 11 1 日期 2003 11 1 生效日期 2003 11 1 4 客房部 After the fire is over the Security manager shall assist in the investigation into the cause of the fire Housekeeping 4 1楼层领班和客房服务员检查所有房间 公共区域服务员检查所有宴会厅和 公共厕所确保无客人遗漏 Floor supervisors and room attendants to check all guest rooms PA supervisors and PA attendants to check all function rooms public toilets to ensure nobody is left behind 4 2将房间的电源总开关关闭 Cut off power supply to each guest room by switching off the master switch 4 3检查完所有区域后 楼层主管和服务员应到大堂向行政管家汇报 并将客人 情况汇总 After finished checking all areas the floor supervisors and attendants shall report to the Executive housekeeper at the lobby They will reconcile the guest status with the Executive housekeeper 4 4行政管家将向总经理汇报各区域情况 Executive housekeeping must report status of all areas to G M st the FCC 4 5客房部员工必须协助客人尽快撤离饭店 Housekeeping staff must help the direct guests to leave the hotel as quickly as possible 4 6客人离开饭店后 行政管家需携带客人名单同客务部经理一起前往集合地点 12 保卫部规定与程序 题目 紧急疏散处理规定与程序 规定与程序编号 GIH SE 002 1 准备 保卫部经理 批准 总经理 传达致 各部门 页数 4 9 日期 2003 11 1 日期 2003 11 1 生效日期 2003 11 1 5 After the guest have left the Executive housekeeper shall proceed to the Assm bly point to carry out roll call of the guest with the Director of Rooms 4 7客房部员工带上尽可能多的毛巾和毛毯前往集合地点 同时带上急救箱给 客人提供必要的急救 Housekeeping office staff must bring along towels and blankets as many as possible to the assembly point They should also bring along all available first aid kits to provide first aid treatment for guests and staff 4 8健康中心 Fitness center 4 8 1要求客人立即停止各种运动 请他们保持镇静 立即护送他们从最 近的楼梯撤离饭店 Request the guest to stop all recreational activities Ask them to keep calm and escort them to leave the hotel immediately using he nearest exit staircase 4 8 2切断所有电源 包括桑拿房的电源 Turn off power supply to all equipment including sauna 8 4 3检查所有按摩房和卫生间以确保无客人遗漏 Check all message rooms changing rooms and toilets to ensure nobody is left behind 8 4 4在所有客人离开后方可到集合地点集合 After all guests have left proceed to the guest assembly point 工程部 Engineering 5 1分配技工紧急任务 13 保卫部规定与程序 题目 紧急疏散处理规定与程序 规定与程序编号 GIH SE 002 1 准备 保卫部经理 批准 总经理 传达致 各部门 页数 5 9 日期 2003 11 1 日期 2003 11 1 生效日期 2003 11 1 6 Deploy technicians to emergency assignments 5 1 1分管电和水的技工必须留在岗位上 只有当总工程师发出撤离命令 时才能离开 Taking charge of electricity supply including emergency generator plumbing and water supply pumps These people shall remain in their work stations to ensure the proper working of these essential services They shall only evacuate from their work stations when instruction is received from the Chief Engineer 5 1 2关闭煤气 Switch off LP gas main storage area 5 1 3切断空调 Switch off steam supply air condition system 5 1 4切断其他不太需要电源的区域供电 以保证消防系统正常运转 Cut off progressively electricity supply to non essential services so as to conserve sufficient power for fire fighting equipment and other emergency service 5 2其他没有特殊任务的工程部员工在消防中心集合待命 Other Engineering staff without special assignment shall report to the FCC room to await further instruction 5 3一旦接到总经理撤离饭店的命令 总工程师将指示工程师们前往集合地点 Once order is received from the G M to abandon the hotel the Chief Engineer shall instruct all Engineering staff to proceed immediately to the assembly point 人力资源部 Human Resource 14 保卫部规定与程序 题目 紧急疏散处理规定与程序 规定与程序编号 GIH SE 002 1 准备 保卫部经理 批准 总经理 传达致 各部门 6 1将所有重要文件和员工档案锁好 页数 6 9 日期 2003 11 1 日期 2003 11 1 生效日期 2003 11 1 7 8 Lock all important documents and personnel records 6 2关闭办公室灯和电源 Cut off all office power and lightings 6 3将所有员工的出勤卡带上前往集合地点 Collect all time cards from staff entrance security guard and bundle them together and hand deliver them to the assembly point so that roll call of the staff can be carried out 财务部 Finance 7 1总出纳将贵重物品妥善锁在保险柜内 General Cashier shall lock away all valuables and cash inside the safe 7 2电脑房经理立即关闭电脑 将重要数据锁进数据柜中 EDP Manager to turn off the computer and lock up all important data inside the Data Storage Cabinet 7 3财务部员工将重要文件锁在放火保险柜中 撤离前关闭电源和照明 Finance staff to lock up all important dicuments inside the fire proof cabinets Ture off all eletrical power and lighting in the office before evacuation 餐饮 F B 8 1将所有易燃物品覆盖 Cover up and extinguish all flammable items 8 2切断电源 Cut off power supply to all electrical appliances at source 15 保卫部规定与程序 题目 紧急疏散处理规定与程序 规定与程序编号 GIH SE 002 1 准备 保卫部经理 批准 总经理 传达致 各部门 页数 7 9 日期 2003 11 1 日期 2003 11 1 生效日期 2003 11 1 9 8 3协助安慰客人从最近的楼梯立即撤离饭店 特别是老人和儿童 Help to calm down guests and escort them to leave the hotel immediately use the nearest staircase Special help should be given to the elderly guests and children 8 4检查所有宴会厅确保无客人遗漏 Check all private function rooms to ensure no guest is left behind 8 5厨房 Kitchen 8 5 1立即关闭煤气和蒸气 Immediately shut off gas fuel and steam valves 8 5 2关闭所有电源 Cut off power supply to all electrical appliances at sources 8 5 3将易燃物品盖好 Cover up and extinguish all flammable items 8 5 4镇静而有序的前往集合地点 Evacuate in a calm and orderly manner and proceed to the assembly point 8 5 5关闭所有的门 All door closed 前厅部 Front Office 9 1接待员应立即将工作台上的现款 信用卡 旅行支票及其他合同文件收起 来 封在信封中投入到保险箱中 携带客人名单 保险柜卡到集合地点 这些物品将有助于届时点名 16 保卫部规定与程序 题目 紧急疏散处理规定与程序 规定与程序编号 GIH SE 002 1 准备 保卫部经理 批准 总经理 传达致 各部门 页数 8 9 日期 2003 11 1 日期 2003 11 1 生效日期 2003 11 1 Receptionist on duty must immediately collect all cash credit card vouchers traveler cheques and other negotiable documents that are in his her till place them in a remittance envelope sign their name and put them into the drop safe in the Front Office Cashier s room Bring along the in house guest list by name Safe deposit box cards to the guest assembly point This information will be used for making roll call of the guest 9 2领班将保险柜万能钥匙在集合地点交给财务总监 Shift leader to keep the Safe deposit box master key and hand them over to the Finance Controller at the assembly point 9 3客户关系主任协助客人撤离 GRO assist guests to evacuate 9 4行李员 Bell boy 9 4 1将所有行李车移至别处以保证饭店通道畅通 Remove any cars that may be obstructing the approach to the main entrance of the hotel 9 4 2守候在大门两侧指引客人到集合地点 Remain at each door of the main entrance and guide guests to the guest assembly point 9 4 3确保客人离开饭店后再次返回饭店 特殊情况经总经理或消防部门同意 Ensure that once guests have left the hotel they do not re enter the hotel unless re occupation has been authorized by the G M or the Fire Bureau 9 5接线员坚守岗位 如果机房没有失火 以确保通话畅通 他们只有在消防中心 给他们发出撤离通知后方可撤离 Operator remain in their work station If the PABX is not affected by fire to ensure 17 保卫部规定与程序 题目 紧急疏散处理规定与程序 规定与程序编号 GIH SE 002 1 准备 保卫部经理 批准 总经理 传达致 各部门 页数 9 9 日期 2003 11 1 日期 2003 11 1 生效日期 2003 11 1 10 销售部 Sales the proper working of the essential service They shall only evacuate from their work station when instruction is received from the FCC 10 1将所有重要文件锁好 Lock away all important documents 10 2将所有办公电源切断 Cut off power supply to all office equipment 10 3市场销售部的秘书将存有所有销售合同的文件带上到集合地点集合 Secretary of Director of Sales and Marketing to bring along all the diskettes of sales contracts to the assembly point 10 4到各个出口协助客人到指定地点集合 Proceed to the various exits to help direct guests and staff to the assembly point 10 5所有客人撤离后方可前往集合地点集合 After all guests have left proceed to the assembly point 18 保卫部规定与程序 题目 停车场事故应急措施规定和程序 规定与程序编号 GIH SE 003 准备 保卫部经理 批准 总经理 传达致 各部门 定义及目的 规定 1 事故种类 Type of the accident 1 1机动车与机动车 To strike another car 1 2机动车与非机动车 To strike bicycle etc 1 3机动车与人 To strike people 机动车与物 To strike object 2 措施 Actions 页数 1 5 日期 2003 11 1 日期 2003 11 1 生效日期 2003 11 1 2 1一般性事故 未造成人员的伤害 只是车辆或物品造成损失 Minor accident only damage the car or object no casualties 2 1 1机动车与机动车 To strike car 19 保卫部规定与程序 题目 停车场事故应急措施规定和程序 规定与程序编号 GIH SE 003 准备 保卫部经理 批准 总经理 传达致 各部门 页数 2 5 日期 2003 11 1 日期 2003 11 1 生效日期 2003 11 1 A 车场警卫立即报告领班或经理 记录车号 保护现场 写出第一时间看到 的情形 The security in parking area to inform supervisor or manager immediately record car No protect the scene and write down the first seeing B 领班或经理立即赶赴现场 进行拍照 分析责任 Supervisor or manager proceed to the scene immediately take photo and analyze the accident C 责令双方开往后院进行处理 扣压双方证件 To handle the accident at background and detain the driving license from both side D 调查事发经过 责令其写出书面材料 To investigate accident and ask the report from bothside E 分清责任 双方协商解决 To clarify the responsibility and negotiate with both side F 如不能解决 通知当地公安机关 If can not be settled inform the local police G 如能解决 写出方案令其签字认可 If can be settled ask them to sign on the report 2 1 2机动车与非机动车等 To strike bicycle etc A 车场警卫记录车号 立即通知主管或经理 写出书面材料 The security in parking area to record car No inform supervisor or manager and write the report B 领班或经理立即赶赴现场了解情况 拍照 分析事故 20 保卫部规定与程序 题目 停车场事故应急措施规定和程序 规定与程序编号 GIH SE 003 准备 保卫部经理 批准 总经理 传达致 各部门 页数 3 5 日期 2003 11 1 日期 2003 11 1 生效日期 2003 11 1 Supervisor or manager proceed to the scene immediately take photo and a