酒店意外事件管理系统 - 流程图

HIMSHotelIncidentManagementSystem酒店意外事件管理系统,Objective目标,TotrainandfamiliarizeHIMSkeypersonnelontheirrolesduringemergencyorcrisissituationatthehotel.为酒店意外事件管理系统核心人员提供指导，使其清楚并熟悉自己在紧急事件或危机事件中的角色。TotrainandfamiliarizeHIMSkeypersonnelonhowtohandleemergencyorcrisissituationatthehotelinacalmandorganizedmanner.为酒店意外事件管理系统核心人员提供指导，使其清楚在发生紧急事件或危机事件时，如何冷静且有组织地进行处理。,or,HIMS,Crisis?,Emergency?,紧急事件？,还是,危机？,DEFINITION定义Anincidentthatthreatenshumanlife,health,propertyortheenvironment,ifnotcontrolled,containedoreliminatedimmediately.是指无法立即控制或消除的对人的生命、健康、财产或环境造成威胁的事件。Characteristics特征LocaleffectUsuallyconfinedtoonlyaportionoftheproperty局部效应通常只是影响到酒店的某一部分Verylimitedcasualties,ifany极少的人员伤亡On-siteorlocalresourcesareadequatetomanagetheproblem当地的现有资源足以解决该事件Shorttermimpactissuescanberesolvedquicklyandimpactisnotlasting影响时间短事件可以很快解决且不会造成持续影响Newsmediainterestisprimarilylocalornonexistent不会或至多只是引起当地新闻媒体的注意Doesnotthreatencredibility,imageordesirabilityoftheBrandorCorporate不会对集团及品牌的信誉、形象和价值造成威胁Mayormaynotescalateintoacrisis,dependingoncircumstancesandactiontaken是否会转化为危机事件取决于当时的环境及所采取的行动,HIMS,紧急事件,DEFINITION定义Acircumstance,eventorseriesofepisodesthatthreatenstofundamentallyaffectoralterthewaywedobusinessorcouldhavealastingimpactonourcustomerbehavior.是指可以对酒店的经营造成严重威胁或对顾客的行为造成持久影响的情况、一个或一系列事件。Characteristics特征Maydramaticallyimpactthereputation,desirabilityorfinancialresultsoftheindividualStarwoodbrandorCorporateorganization可能会显著影响集团组织或集团旗下某一品牌的声誉、价值及经营业绩Likelytoattractnationalorinternationalnewsmediaattention可能会引起国内或国际媒体的关注Significantcasualtiesand/orlossoflife重大的人员伤亡Rapidlyescalatingdevelopmentsextendbeyondcapabilityofon-siteandlocalresources以现有的能力和资源无法控制其迅速扩大或发展Impactmaycontinuewellbeyondevent造成的影响要比事件本身持久得多Oftenlimitedandconflictinginformationonsituation通常在这种情况下得不到有效信息Go-Teamwillprobablyneedtobeactivated可能需要派出行动小组,HIMS,Crisis,危机,HIMS,POSSIBLEEVENT,ArmedAttackDecontaminationPowerFailure持械抢劫污染断电AssociateAccidentDrowningStructuralCollapse员工受伤溺水坍塌BloodBornePathogensEarthquakeTheft血源性病原体地震盗窃BombThreatElevatorEmergencyTransportationAccident炸弹恐吓电梯紧急事件交通事故CivilDisturbanceGasLeak内乱/动乱燃气泄露CommunicableDiseaseHazmat传染性疾病有害物料CriminalActivityHostage犯罪行为绑架DeathinPremisesGuestMedicalEmergency在酒店死亡客人紧急医疗救护,可能发生的事件,CellsWorkFlow,HIMS,HIMS-各小组应急处理流程图,ALERT,FCS,ActivationofGroupSMStoHIMSEmergencynotificationteam,GroupA(Responding)IncidentManagerLiaisonOfficerSafetyOfficer,RESPONDINGSafetyOfficer/ERTProceedtoIncidentarea/scene,GroupB(StandBy)CommanderInformationOfficerLogisticsOperationsHR&PlanningFinance&Claims,VERIFICATIONFALSE/TRUEAlarm,RESPONDINGIncidentManager&LiaisonOfficerProceedtoFCS,STANDByStatusUpdatebyIncidentManagerviaGroupSMS,PREALARM,STATUSUPDATE,DETERMINECellsActivation,FALSE,TRUE,HIMS,1,接到报警,总机FCS,通过群发系统发送给HIMS应急管理小组,A组（反应）意外事件经理联络官安全主管人,反应安全主管人/应急小组到达事发现场查看,B组（待命）总指挥公关主管人后勤保障现场运作人力资源部财务部,验证误报/真实通报,反应意外事件经理&联络官到达总机,待命意外事件经理通过群发系统更新状态,PREALARM预警,更新状态,决定启动哪些组,误报,真实,HIMS,1,ALERT,FCS,ACTIVATIONGroupSMStoHIMSEmergencynotificationteam,COMMANDER(reporttoEOC),DetermineEmergencyORCrisis,NOTIFYAMD/Div/Corp,CONSIDERMediaBriefing,COORDINATINGArrivalofGo-Team,STATUSUPDATE(1st/2nd/4th/12th/24thhour)CorporateCrisisResponseTeam,INFORMSTARWOODCONTACTAffectedGuestsfromothercountry,INTERIMMEDIASpokesperson(1st/2nd/4th/12th/24thhour),HIMS,2,接到报警,总机FCS,通过群发系统发送给HIMS应急管理小组,总指挥(向EOC汇报),确定是紧急事件还是危机,通知董事总经理/区域/总部,考虑新闻发布会,协调安排行动小组的到来,更新状态(1st/2nd/4th/12th/24th时段)总部应急团队,通知喜达屋集团相关联系人受此事件影响的外国客人,媒体事宜发言人(1st/2nd/4th/12th/24th时段),HIMS,2,ALERT,FCS,INFORMATION(reporttoEOC),DETERMINE(Limits/Location)oninformationrelease,DEVELOPMaterialuseformedia,APPROVALFromCommander,INTERIMMEDIASpokesperson(1st/2nd/4th/12th/24thhour),CENTRALISE(Internal&External)Wheretochannelinfo,ESTABLISHLiveComm(phone/email)forDiv/Corp,REVIEWAllmediaclipsforaccuracy,ESTABLISH(Electronic&Printmedialibrary)fortheentireevent,Coordinating&Monitoring(Within&Othercells),EventLog,StatusUpdate,ACTIVATIONGroupSMStoHIMSEmergencynotificationteam,HIMS,3,接到报警,总机FCS,公关主管人(向EOC汇报）,决定发布信息的（范围/地点）,整理应对媒体所需材料,经总指挥批准,媒体事宜发言人(1st/2nd/4th/12th/24th时段),汇集(内部&外部)渠道信息,为区域/总部建立在线联络系统（电话/邮件）,审查所有媒体报道的准确性,建立整个事件的（电子的&打印材料的媒体库）,协调&关注(本组&其他小组的情况),做好事件记录,更新状态,HIMS,通过群发系统发送给HIMS应急管理小组,3,ALERT,FCS,LIAISON(reporttoFCR),COORDINATINGWork&Supportneeds,ESTABLISHCONTACTPOINTEmergencyResponderEnforcementPublicAgencies,MONITORINGIncidentOperation/Limitations/Capabilities/ResourceStatus/EventLog,STATUSUPDATE(1st/2nd/4th/12th/24thhour)AgenciesandotherActiveCells,Coordinating&Monitoring(Within&Othercells),EventLog,StatusUpdate,ACTIVATIONGroupSMStoHIMSEmergencynotificationteam,HIMS,4,接到报警,总机FCS,联络官(向应急指挥中心汇报),协调各项工作&提供支持,建立联络点酒店应急人员执法机构公共机构,关注事件运作情况/限制/能力/资源状况做好事件记录,更新状态(1st/2nd/4th/12th/24th时段)各机构及其他小组,做好事件记录,更新状态,HIMS,通过群发系统发送给HIMS应急管理小组,协调&关注(本组&其他小组的情况),4,ALERT,FCS,SAFETY(proceedtoscene),IDENTIFYHazards,TAKECHARGERescue/Medical/EvacuationOps(FirstResponder),REVIEWActionplan,STOP/SUSPENDAnyunsafeactions(Internal&Agencies),ASSIGNAssistantsasneeded,Coordinating&Monitoring(Within&Othercells),EventLog,StatusUpdate,ACTIVATIONGroupSMStoHIMSEmergencynotificationteam,HIMS,5,总机FCS,安全主管人(到达事发现场),确定危险状况,负责营救/医疗/疏散事宜(第一反应人员),审查行动方案,阻止/暂停（内部&外部机构）所有的不安全行为,根据需要分配协助人员,HIMS,接到报警,通过群发系统发送给HIMS应急管理小组,协调&关注(本组&其他小组的情况),更新状态,做好事件记录,5,ALERT,FCS,INCIDENTMANAGER(reporttoFCR),PREPAREIncidentbriefingforCommander(AMD/Div/Corp),ASSESSIncident&situation,BRIEFCommander/Liaison/InformationOfficer/cellsleader,STATUSUPDATE(1st/2nd/4th/12th/24thhour)COMMANDER,ACTIVATIONEmergencyOperationCentre(ifrequired),ACTIVATIONSupportCells,COORDINATINGAssociatesactivities,STATUSUPDATEActiveCellLeaders,ORGANISE&SETUPforGoTeamarrival,Coordinating&Monitoring(Within&Othercells),EventLog,StatusUpdate,ACTIVATIONGroupSMStoHIMSEmergencynotificationteam,HIMS,6,总机FCS,意外事件经理(向应急指挥中心汇报),为总指挥（董事总经理/区域/总部）准备事件通报材料,评估事件形势,通报情况总指挥/联络官/公关主管人/各组长,向总指挥更新状态(1st/2nd/4th/12th/24th时段),启动应急指挥中心(需要的话),启动支持保障组,协调员工事宜,更新状态启动各小组组长,为行动小组的到来做好组织&布置工作,HIMS,接到报警,通过群发系统发送给HIMS应急管理小组,协调&关注(本组&其他小组的情况),更新状态,做好事件记录,6,ALERT,TRANSPORT&ACCOMODATION,LOGISTICS,SUPPLIES&MATERIALS,COMMUNICATION,FOOD(Guests&Associates),FCS,ENGINEERING,ACTIVATIONGroupSMStoHIMSEmergencynotificationteam,HIMS,7,交通&住宿,后勤保障,物资保障,通讯联络,食品保障(客人&员工）,总机FCS,工程部,HIMS,接到报警,通过群发系统发送给HIMS应急管理小组,7,TRANSPORT&ACCOMODATION,LOGISTICS,Assess&Evaluate,InitiateTransportPlanGuests/Associates(Type/Qty/Schedule),TransportProvider(Coordinating/Challenges),Coordinating&Monitoring(Withincells),EventLog,InitiateAccommodationplan(Type/Qty/Location/Schedule),Guests,Associates,Guests(Continuestay),Guests(Leaving),StatusUpdate,TransportPlan(movementschedule),HIMS,8,交通&住宿,后勤保障,评估情况,制定交通计划客人/员工(类型/数量/时间表),交通提供者(协调/克服困难),做好事件记录,制定住宿计划(类型/数量/地点/时间表),客人,员工,客人(继续入住),客人(离店),更新状态,交通计划(人员转移时间安排表),HIMS,协调&关注(本组&其他小组的情况),8,SUPPLIES&MATERIALS,LOGISTICS,Assess&EvaluateRequest,Ordering(Type/Qty),Storage(location/inventory),Coordinating&Monitoring(WithinCell),EventLog,Distribution,AssignResources(Associates)(Receiving&Distribution),Challenges,Vendors/SuppliesOtherResources(Deliveryschedule),StatusUpdate,HIMS,9,物资保障,后勤保障,评估需求,订购(类型/数量),储备(地点/库存清单),做好事件记录,分发,分配物资（员工)(接收&分发）,克服困难,供应商其他途径(运送安排/时间表),更新状态,HIMS,协调&关注(本组&其他小组的情况),9,COMMUNICATION,LOGISTICS,Assess&EvaluateNeeds,ONSITECapabilities&Limitations(Network/Types),Coordinating&Monitoring(WithinCell),EventLog,Test/Live,StatusUpdate,OFFSITECapabilities&Limitations(Geographical/Connectivity/Types),Request,Equipment(SetUp),Test/Live,Request,Equipment(SetUp),HIMS,10,通讯联络,后勤保障,评估需求,酒店内通讯能力/范围(网络覆盖/类型）,做好事件记录,测试/通话,更新状态,酒店外通讯能力/范围(地理状况/连通性/类型）,需求,设备（建立）,测试/通话,需求,设备(建立),HIMS,协调&关注(本组&其他小组的情况),10,FOOD,LOGISTICS,Determine(Foods&Drinks)Guests/Associate/WorkingTeams,Determine(FeedingProcess),Maintain(Hygiene/Health),Obtain&Managing(Supplies/Resources/Caterer),Coordinating&Monitoring(WithinCell),EventLog,StatusUpdate,HIMS,11,食品保障,后勤保障,确定(餐饮需求）客人/员工/事件处理团队,确定(餐饮供应方法),保证(卫生/健康）,获得&管理供应品/资源/餐饮筹备人员,事件记录,更新状态,HIMS,协调&关注(本组&其他小组的情况),11,ALERT,GUESTSUPPORT&RELIEF,OPERATIONS,ASSEMBLYAREA,SECURITY,MEDICAL(Guests&Associates),FCS,ERT,ACTIVATIONGroupSMStoHIMSEmergencynotificationteam,HIMS,12,接到报警,对客支持/物资救助,现场运作,集合地管控员,安全保障,医疗救护(客人&员工）,总机FCS,应急小组,HIMS,通过群发系统发送给HIMS应急管理小组,12,ERT,Assemble(IncidentBriefing/EmergencyPack),FirstResponderIncidentScene(Assess&Evaluate),Commencing(Rescue/IncidentControl),OPERATIONS,StatusUpdate,StatusUpdate,Support(Agencies/Enforcement),HIMS,13,应急小组,集合(事件通报/应急包）,第一反应人员事发现场(评估情况),开始(营救/控制处理）,现场运作,更新状态,更新状态,向（外部机构/执法部门）提供支持,HIMS,13,MEDICAL,Assemble(IncidentBriefing/EmergencyPack),FirstResponderIncidentScene(Assess&Evaluate),Commencing(MedicalAids),OPERATIONS,StatusUpdate,StatusUpdate,Support(AmbulanceServices),StatusUpdate,AssemblyArea(MedicalAids),Resources&Support,Coordinating&Monitoring(Withincell),EventLog,AdvanceMedical(Clinic/Hospital),HIMS,14,医疗救护,集合(事件通报/应急包）,第一反应人员事发现场(评估情况),开始(提供医疗救护),现场运作,更新状态,更新状态,提供支持（救护车),更新状态,集合地(医疗救护),物资救助,做好事件记录,进一步的医疗救护(诊所/医院),HIMS,协调&关注(本组情况),14,SECURITY,CHECKPOINTCONTROL(IncidentScene/AssemblyArea/Crowd/Crime&Traffic),OPERATIONS,StatusUpdate,StatusUpdate,Support(EnforcementAgencies),EventLog,HIMS,15,安全保障,做好各部位的控制(事发现场/集合地/人员拥挤/犯罪行为&交通）,现场运作,更新状态,更新状态,提供支持(执法机构),做好事件记录,HIMS,15,ASSEMBLYAREA,Reports&Status(AssemblyArea),OPERATIONS,ManagingResources&Request(Special/Medical/Transportation/Food&Refreshmentetc.),StatusUpdate,EventLog,RollCall(Guests/Visitors/Associates),MaintainHarmony,HIMS,16,集合地,汇报&状态(集合地),现场运作,管理物资&需求(特殊需求/医疗需求/交通需求/餐饮需求等),更新状态,做好事件记录,人员清点(客人/访客/员工）,维持秩序,HIMS,16,SUPPORT&RELIEF,Identify(shelter/accommodationalternative/eventrelocating/VVIP),OPERATIONS,ManagingResources&Request(Special/Medical/Transportation/Food&Refreshmentetc.),StatusUpdate,Coordinating&Monitoring(Withincell),EventLog,Assistingtoestablish(communicationwithfamily&businessoffices),Distributionofreliefresources,EstablishCommunicationLine/Coordination(DivisionOffice/Corporate),HIMS,17,对客支持&物资救助,确定(避难所/住宿安排/人员转移/及为重要的VIP,现场运作,更新状态,做好事件记录,协助建立(同受影响人员家属及公司取得联系),救助物资的分发,保持在线沟通/协调(区域/总部）,HIMS,管理物资&需求(特殊需求/医疗需求/交通需求/餐饮需求等),协调&关注(本组情况),17,ALERT,HUMANRESOURCES&PLANNING,HumanResources,Demobilization,FCS,Documentation,ACTIVATIONGroupSMStoHIMSEmergencynotificationteam,HIMS,18,接到报警,人力资源&规划,人力资源,事件结案,总机FCS,文档资料,HIMS,通过群发系统发送给HIMS应急管理小组,18,HUMANRESOURCES&PLANNING,GatheringInformation,Share&DistributeInformation(Active&SupportCells),ASSISTHIMSTEAMMEETING(1st/2nd/4th/12th/24thhour)Assesssituation/Reviewstatus/Ramifications,Determine(Nextcriticalpath),EstablishchangeofshiftHIMSTeams/ERT/Operations(12Hourshift),Coordinating&Monitoring(WithinActive&Supportcells),EventLog,HIMS,19,收集信息,共享&公布信息(对各小组提供支持),协调组织HIMS会议(1st/2nd/4th/12th/24th时段)评估情况/审查状态/分工部署,确定(下一步重要部署),安排轮班HIMS团队/应急小组/现场运作人员(12个小时一轮班),协调&关注(本组对各小组的支持情况),做好事件记录,HIMS,人力资源&规划,19,HUMANRESOURCES&PLANNING,Documentation,CollationofData&EventLogs(1st/2nd/4th/12th/24thhour)Active&SupportCells,Preparesupportingdocumentation(1st/2nd/4th/12th/24thhour)photos/maps/weatherreport/news,Supply&Fillingforms/Documentation(HIMSTeams),Coordinating&Monitoring(WithinActive&Supportcells),EventLog,StatusUpdate,HIMS,20,文档资料,收集数据&事件记录表(1st/2nd/4th/12th/24th时段)对各小组提供支持,准备辅助文档及材料(1st/2nd/4th/12th/24th时段)照片/地图/天气预报/新闻,提供各种表格/文档(向HIMS团队),做好事件记录,更新状态,HIMS,人力资源&规划,协调&关注(本组对各小组的支持情况),20,HUMANRESOURCES&PLANNING,HR,EstablishandMaintain(TimeRecords)Associates/Specialise/Professional,Counseling&Updatestatus(Associates/Family/N.O.K),Obtain(Updatedstatus),Plan&EstablishManningrequirement(HIMSTeams),EventLog,StatusUpdate,DetermineInternal&External(Translationservice),HIMS,21,人力资源,建立并保存(工时记录)员工/处理人员/专业人员,安抚&更新状态(员工/家庭/N.O.K),获取(现状),规划&建立人员配置需求(HIMS团队),做好事件记录,更新状态,确定内部&外部(翻译服务),HIMS,人力资源&规划,21,HUMANRESOURCES&PLANNING,DEMOBILISATION,Review&Determineeffort(Si