10断电事故程序.doc

Crowne Plaza Changshu常熟中江广场皇冠假日酒店Policy Number 序号:0510Effective Date 生效日期 :2007-7-12Security Policy & Procedure保安部工作制度及程序Supercedes No. 废止号 :- Prepared By 制定人 :Tony HanPower accident procedures断电事故程序Approved By 批准人: Nicholas WuDistribute to发放:All Dept. Heads & Hotel ExecutivePage 8 of 7 The following actions are primarily related to situations where a power failure has occurred in isolation, i.e. not part of TYPHOON or FLOODING. Power failures may be “TOTAL” or “PARTIAL”.以下仅仅是因切断而造成的停电情况，例如：不是因为台风或水灾而引起的。可能是“全部”或“部分”断电。Hotels has standby emergency generator. 酒店有紧急备用发电机。The response as described here relates to situation where generator has failed to start or where there is a major partial in house failure.这里描述的是在发电机启动失败或大部分房间内断电的情况下的反应。1. Department Response部门反应When a power failure occurs, the manager / supervisor of the location / floor affected will immediately contact CCTV room by dialing 8119 and page duty engineer. He /she shall inform them whether the emergency lighting is operational and confirm if the premises is partially or totally affected. (There is no need for this action if it is clear there is a total “black out”.)断电后，受影响区域/楼层的经理/主管要立即拨打8119通知监控中心，并呼叫值班工程师。告诉他们紧急照明是否正常工作，并确认是否部分或全部酒店区域都受影响。（如果是很明显的停电，不需要确认）Brief all staff discreetly to stay calm and reassure guests / clients that the black out is under investigation by our engineering department.小心地将情况告诉员工，要求他们保持冷静，并向客人保证，我们的工程部正在调查停电的原因。Do not panic and continue to look after guests/clients.不要惊慌，继续照顾好房客/客人。Pant them in suitable locations to provide maximum lighting.将手电筒安置在适当的区域以提供最大限度的照明。Switch off all machinery and equipment.关闭所有机器和设备。The manager/supervisor on duty shall continue to monitor the situation/development, and work out plans for whatever action that should be taken.当值经理/主管要继续观察情况的发展，对可能发生的情况做好准备。When evacuation from the area is necessary, the manager/supervisor on duty will assume control. Before leaving, he must ensure all vital records and valuables are properly secured.如需要从该区域紧急疏散，当值经理/主管要控制局面。离开前，要确认所有的重要记录和物品被妥善保存。When the situation is rectified and the area is ready to resume normal operations, the manager/supervisor on duty will ensure that the previously affected area is in good order, and all machinery, equipment, etc. is again functioning properly. Should any discrepancies be found they are to be reported for immediate repair to the engineering department.当情况好转，该区域能恢复正常运作后，当值经理/主管要确保受影响区域秩序井然，所有的机器设备要能正常工作。如果有任何问题要立即报告工程部前来维修。2. Security Response保安部CCTV监控中心When notified, the Security Supervisor on duty will inform the GUEST SERVICE CENTER at once and keep them informed of the situation.接到通知后，当值保安主管要立即通知宾客服务中心，并随时将最新情况通知他们。If the area where the power failure has occurred is limited or confined to non-essential area (no guests, etc.) then only the duty engineer needs to be informed, as well as supervisors in the affected areas.如果断电只发生在有限的或非主要区域（没有客人等），只需要通知值班工程师和相关区域的主管即可。Alert housekeeping department to “standby” in case they are needed in other departments or areas.在其他部门或区域需要的情况下，通知客房部待命。Take out all torches, physically check them and prepare them for distribution.取出所有的手电筒，并检查其是否正常工作，以准备好分发。Check condition of battery in CCTV, if there is no electricity supply inform duty engineer. 检查监控中心电池的情况，如果没有电力供应，要通知工程部。Alert all on duty security officers to standby for any unforeseeable circumstances.所有保安员待命以应付不可知的情况。If power failure affects the entire premise and the generator has failed to start, instruct lobby duty officer to hold all guests in lobby unless they wish to leave the building and restrict entrance of all other parties.如果断电影响到整个酒店，并且发电机不工作，指示大堂保安将客人留在大堂，除非他们想离开酒店，并封闭所有其他进口。Record the incident in the emergency log under a fresh heading “Power Failure” in chronological order.在紧急日志上用醒目的标题注明“断电”，并在下面按时间顺序记录下发生的情况。3. Crisis Management Team紧急行动小组Manager On Duty值班经理Once a power failure occurs, ascertain the extent of power loss with the CCTV .一旦发生断电事故，立即向监控中心确认受影响区域。Consult the duty engineer about the cause of the failure which will normally fall within one of the following 3 categories depending on the type of problem and the hotels facilities.根据情况和酒店设备，向值班工程师咨询是否是以下三点之一造成的停电事故。- Partial failure of supply within the hotel due to equipment failure.酒店设备故障导致的部分电力供应切断。- Loss of authority supply, in total or partial.市电供应中断，导致全部或部分区域断电- Loss of authority supply and failure of generators in hotel, partial or in total.市电供应中断，并且酒店发电机不能工作导致部分或全部区域断电。Depending on the advice of the duty engineer and his estimate of how long the disruption to power will apply, decide on further actions which need to be taken, including:根据值班工程师的建议及对电力恢复周期估计，采取进一步的措施，包括：- Briefing of GUEST SERVICE CENTER so they may respond to guest queries.向服务中心说明情况，以回答客人的询问。- Briefing other affected departments.向其他部门说明情况。Attempt to anticipate any further problems. Work out a course of action and delegate areas of responsibility to team members as appropriate.估计将发生的情况，制定行动计划，需要的话，可将小组成员分配到各个负责区域。In extreme cases, decide whether partial / total evacuation is needed. Carry out such evacuation in accordance with the evacuation module.在极端情况下，决定是否需要部分/全部紧急疏散。按紧急疏散预案进行疏散。If related emergencies arise from the power failure, follow appropriate procedures.如果因断电而发生其他紧急情况，按相关工作流程处理。Continue to monitor development and situation until the situation returns to normal.在情况恢复正常前继续观察事态发展。Security Supervisor保安主管Should there by any damage sustained, process in accordance with Fire Procedure.如有任何伤亡损失情况发生，按消防流程进行处理。Gather available information and compile an investigation report with the senior security officer and the Duty Engineer.搜集有用的信息，保安主管及值班工程师一起完成调查报告。Proceed to location or point of rendezvous immediately, if the Crisis Management Team is called into action as advised by the General Manager.如果酒店总经理要求招集紧急行动小组行动，立即到达集合点。Assist the team leader to conduct enquiry and communicate with other departments.协助主管询问及联系其他部门。Advise team leader on precautions and course of action where appropriate.向主管提供适当的预防和行动方面的建议。Assume the responsibility of team leader in the absence of the assistant manager.在副经理不在时，承担主管的职责。After conclusion of the incident, assist team leader to compile the Investigation Report.事故结束后，和主管一起完成调查报告。Duty Engineer:值班工程师Proceed to location or point of rendezvous immediately, if the Crisis Management Team is called into action as advised by the General Manager.如果酒店总经理要求招集紧急行动小组行动，立即到达集合点。Check whether the utility power supply is normal. If the supply is interrupted, The relevant departments确认电力供应设备是否正常工作。如果供应受影响，立即通知相关部门。If the power interruption is partially, check the main switchboard, transformers, high voltage supplies to assess the type & extent of the power failure for that area see whether any circuit breaker trips.如果部分电力供应受影响，检查交换机、变压器、高压电供应，确认断电类型和区域，及是否有断路器跳闸。Identify the problem causing the power loss, develop course of action and / or remedial plans and discuss with team leader. Consult with chief engineer or director or assistance. Isolate fault to ensure that power failure is limited to the smallest “area” or “extent” possible. Call for assistance from other departments if in-house available manpower is insufficient to cope with situation.分析断电原因，和领班讨论并制定出行动/弥补方案。向值班工程师或工程总监咨询方案的可实施性。假设不能确保断电事故仅限于最小的区域或有扩散的可能性，寻求其他部门的协助，以应付人力不足的情况。Maintain function of emergency generator if applicable until otherwise ordered by the General Manager.让紧急发电机保持正常工作，直到接到酒店总经理的其他指示。Obtain feedback from other departments as to the status of emergency lighting, rectify faults as soon as possible.从其他部门处了解应急照明的工作状况，尽快将损坏的区域修复。Check that essential machinery / equipment are working properly on emergency power supply as applicable.检查基本机器/设备在应急供电时正常工作。After the conclusion of the incident, participate in compiling the investigation report.事故解决后，协同完成调查报告。If damage has been sustained, coordinate with other departments concerned to restore affected areas and return premises to normal.如果损失已经了解清楚，协调相关部门将酒店营运恢复正常。4.GUEST SERVICE CENTER服务中心When notified, confirm with CCTV whether the failure is partial or total.接到报告后，向监控中心确认是否部分或全部区域都受影响。Upon receiving instructions to do so, inform senior management. 接到指示后，按程序通知管理层人员。The manager / GUEST SERVICE CENTER or the team leader in charge will switch on the walkie-talkie, test call with CCTV and monitor communications if instructed to do so by the Manager On Duty.宾客服务中心经理或当值主管和监控中心测试对讲机的通讯状况，并且在值班经理的指示下监视通讯。Standby for further instructions. Operator must reflect a calm attitude on the phone, reassuring the callers that the failure is being investigated and will be clarified shortly. Try to adhere to the following wording when answering queries: “There is a slight malfunction in the power system. Our Crisis Management Team is now investigating and we will advise you of the situation as soon as possible.等候进一步的指示。接线员必须在电话中保持冷静，向来电人保证情况正在调查，并且很快将找到结果。回答询问时可以用以下方式：“电力系统发生了小故障。我们的紧急行动小组正在调查，我们会尽快将结果告诉你。”Keep a log of the guest calls and follow up the calls once the result of the investigation is concluded.将客人的来电记录下，在调查结果出来后立即通知他们。Use the hotel public address system for group calling or evacuation if so directed by the General Manager.在酒店总经理的指示下，使用酒店广播系统发出群体广播或紧急疏散通知。The manager/ GUEST SERVICE CENTER or supervisor on duty will record the incident in chronological order in the emergency log.宾客服务中心经理或当值主管要将情况按时间顺序记录在紧急日志上。5.Housekeeping Department客房部Once notified, alert all floor inspectors/butlers/pursers/ to standby.接到通知后立即提醒所以楼层负责人待命。Remain in the housekeeping office to monitor the situation through telephone and walkie-talkie.在客房部办公室内通过电话和对讲机监视情况发展。Maintain effective communication with all floors until the incident is rectified.和所有楼层保持通讯直到情况恢复正常。Once instruction for evacuation is received, inform the floors involved to execute “evacuation module”. 接到紧急疏散的指示后，立即通知相关楼层按“紧急疏散程序”进行操作。After the incident, co-ordinate with the duty manager and departments concerned to restore affected areas as soon as possible. 情况恢复正常后，尽快和大堂经理及相关部门协调将受影响区域恢复正常。In the event of any damage being sustained, assist the director of housekeeping to compile a summary of replacement and repair costs and submit to the Director of Finances office.有损坏的情况下，协助客房总监制作替换和修理成本的摘要，并交到财务总监办公室。When anticipating or encountering a power failure or scheduled power outage, obtain torches and remove any obstacles found in the corridors.当预测到或碰到断电事故或有计划的停电情况，准备好手电筒并将走道内的所以障碍物清楚。Reassure guests and tell them staying calm and that the situation is being investigated. 向客人保证情况正在调查中，请他们保持冷静。If some guests prefer to leave even though evacuation is not necessary, direct them to use staircase which leads down to lobby.如果客人宁愿离开，虽然不需要紧急疏散，指示他们使用楼梯走到大堂。Should an evacuation order be initiated, assist all in-house guests to vacat