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1、bomb threat炸弹威胁1 magic center proceduresmost bomb threats are made by telephone and the magic center have a crucial role to fulfill 大多数的炸弹威胁来自电话，总机在这扮演了重要的角色。operator receiving threatening call:接线员接到威胁后：a. keep calm保持冷静。b alert duty manager or team leader on duty by hand signal or written (bomb thre

2、at) note, so that she can immediately record the conversation用手势或者字条(写明炸弹威胁)通知当值经理或领班，让他可以立即记录谈话内容。c. keep caller talking, asking继续和来电人交谈、询问- where is the bomb?炸弹在哪里？- when will it go off?什么时候爆炸？- what docs it look like?炸弹是什么样的？d. before terminating call, request caller to relay message to senior ma

3、nagemen匚通话结束前，让来电人留下讯息给管理层。pass as much information as you can to duty manager or team leader on duty who will immediately inform cctv and manager on duty.尽可能详细地将情况报告给当值经理或领班，让其通知消控中心和值班经理。if you are requested to listen in to a call, comply immediately and:如果耍求你等候下一个电话，立即答应，并且：a. remain silent.保持安静b

4、. alert duty manager or team leader on duty as soon as possible尽快通知当值经理或领班。c. complete checklist.列岀要通知人员的名单。try to fill out "bomb threat check lisf 填写“炸弹威胁检查列表,，further action to be taken should the general manager classify the situation as "code 8": 由酒店总经理决定是否将情况升级到“代号8二 并采取相应行动：a. i

5、nform senior management (if necessary at home) in following sequence:按以下顺序通知管理高层(包括在家的，如果需要的话)： security manager保安部经理- director of operations营运总监- front office manager前厅经理 general manager酒店总经理4ddirector of operations 营运总监director of hr 人力资源总监director of bd 商务发展总监director of finance 财务总监- manager on

6、duty (during weekend)值班经理(周末)b. take down instructions and transmit to general manager by telephone.记录下收到的抬示，并电话通知酒店总经理。c. duty manager or team leader on duty will open an emergency log and note all activity by time in chronological order.经理或领班要准备好紧急悄况i i志簿，按发生时间顺序记录下所有的悄况和采取的措施。d do not summon poli

7、ce and fire department assistance until instructed to do so by general manager 不要通知警察和消防局，除非有酒店总经理的同意。e. preserve all information and treat it as highly confidential. only the following management staff may have access to it:不得泄露任何信息，所冇的信息都是髙度保密的。只冇以下管理人员可以了解： general manager酒店总经理4ddirector of opera

8、tions 营运总监director of hr 人力资源总监director of bd 商务发展总监director of finance 财务总监security manager (required by police only)f. continue to monitor the situation and carry out such instructions as may be issued by general manager. 继续监控情况发展，并按酒店总经理的指示行动。2. other team members receiving bomb threat calls其他员工接

9、到炸弹威胁电话it is possible that any tm may receive a bomb threat call all tms are therefore expected to know the following procedure:任何员工都可能受到炸弹威胁电话。所以所有-员工都要知道以下程序：if caller is english speaker-request him to give the message to the general manager or alternative senior english speaking management.如果來电人是

10、用英语交谈的，止其与酒店总经理或者其他说英文的高级管理人员对话。if caller is a chinese speaker- request him to give the message to the security manager, or alternative senior chinese speaking management.如果来电人是用中文交谈，让其与保女部经理或具他说中文的高级管理人员对话。if caller refuses to be transferred:如果来电人拒绝和其他人交谈：a. try to memorize items as listed on the “

11、 bomb threat check list”.回忆“炸弹威胁检测列表”的内容。b. if possible, alert a fellow tm to notify the magic center (to record the conversation) and the duty manager and security manager如可能，让身边的同事通知总机(录下谈话内容)、大堂经理和保安部经理。c keep the caller on the line as long as you can so that the security manager or duty manager

12、can be located and deal directly with caller.尽量和来电人保持通话直到保安部经理或值班经理到达和他ri接对话。cl listen to the precise words of the caller pretend to have difficulty in hearing and ask caller to repeat messages and instructions. write them down仔细聆听来电人的侮一句话。假装听不淸，让来电人重复他的要求和指示，并记录下来。e. try to detect and identify back

13、ground noises. 尝试探听和分辨电话内的背景声音。£ immediately after the call, dial cctv (tel no. 59540). complete “ bomb threat check list" while information is still fresh in your memory and give to cctv immediately-结束通话后立即通知消控屮心。在记忆犹新的时候将“炸弹威胁检查列表''填耳完毕，并立即 交到消控中心。3 cctv room消控中心if the bomb threa

14、t call is direct to cctv, handle it as above.如果消控中心直接接到炸弹威胁电话，按以上步骤处理。upon receipt of a reported bomb threat from either teleph one or other source, immediately advise security manager.接到炸弹威胁的报告后，立即通知保女部经理。call manager on duty and security supervisor to cctv. brief them on the situation and pass rel

15、evant documentation to them.通知值班经理和保安主管到达现场。向他们简单叙述发生情况，并将冇关文件交给他们。if the report does not originate from telephone, inform duty manager or team leader on duty. 如果不是从电话接到报告，通知当值经理或主管。if the decision is made by the general manager to execute a bomb search, he will announce situation on the walkie-talk

16、ie. emergency management committee reports to cctv (unless otherwise advised) for briefing. 如果酒丿占总经理要求进行炸弹搜查，他会通过对讲机说明情况。危机管理小组到消控屮心(或其他 地点)报到了解爭件经过。remain in control room and monitor walkie-talkie and telephone note all relevanl reports (with time) in the emergency log.在控制室监视对讲机和电话，将所有相关报告(按时间顺序)记录

17、在紧急h志上。preserve all information and treat it as confidential. only the following management may have access to it: 不得泄露任何信息，所有的信息都是保密的。只有以下管理人员可以了解：- general manager酒店总经理4ddirector of operations 营运总监director of hr 人力资源总监director of bd 商务发展总监director of finance 财务总监- security manager (required by pol

18、ice only)保安部经理(警方要求)4. manager on duty/guest relation manager值班经理/大堂经理proceed to cctv in response to a bomb threat and examine relevant information. 接到炸弹威胁报告后立即到消控中心，并了解相关信息。arrange for the security supervisor on duty to interview threat call receiver and to collect any other information related to

19、the call,安排当值保安主管与接到威胁电话的人会面，了解其他有关威胁电话的情况。consider all threats as genuine and decide on course of action. 所有的威胁都要认真対待，并在实际发生悄况的基础上做进一步决策。if situation warrants immediate police investigation, obtain general manager's approval, dial 110 and report the case or alternatively instruct cctv duty secu

20、rity to do so.如杲情况紧急，需要立即寻求警方协助调查，得到酒丿占总经理的同意后，拨打110报告发生事件的 情况，或者通知消控中心当值保安报警。set up emergency management committee in cctv or other location you 什link appropriate and prepare briefing for police on their arrival. secure witnesses and relevant documents / papers to assist police 在消控中心或其他合适的地点集合危机管理委

21、员会成员,并准备好在警方到达后报告有关情况。提 供证人和相关材料/文件协助警方。if the decision is made to search prior to police involvement, instruct cctv to report through walkie-talkie and gather emergency team in executive center for briefing如果需耍在警方到达前现展开搜查，通知消控中心通过对讲机报告，并将紧急小组集中到指挥中心 说明情况。obtain “ bomb search checklist'； marker

22、pen and keys from cctv and proceed to executive center. brief emergency management committee members or other team members present. allocate search areas based on knowledge of working areas and issue checklists, marker pen and keys从消控中心内将“炸弹威胁检杳列表”、记号笔和钥匙带到指挥中心。向危机管理委员会成员或其他 员工简单说明冃前情况。按各自工作区域分配搜查区域

23、，并分发表格、记号笔和钥匙。temporarily close all walkie-talkie communication and instruct emergency management committee to phone cctv on extension 59540 if suspect object is found暂时关闭所有对讲机通讯，如果发现可疑冃标，让危机管理小组拨打59540联系消控中心。instruct individual teams to report to the emergency management committee by telephone upon

24、 completion of check and re-assemble in the cctv for further instruction当完成检查，并在消控屮心集合后，各个小组用电话和危机管理小组联系，接受进一步指示。notify magic center room as soon as search has been completed and the result of the search should be communicated to senior management:当调查完成后，耍通知总机，并将调查结果告诉高层管理人员： security manager保安部经理-

25、front office manager前厅经理 director of operations营运总监 general manager酒居总经理4ddirector of operations 营运总监director of hr人力资源总监director of bd 商务发展总监director of finance 财务总监manager on duty (during weekend)should a suspicious object be found, inform security manager of location. in his absence, proceed to l

26、ocation exercising caution:发现可疑n标后，将地点通知保安部经理。如果他不在现场，小心地接近发现地点九 do not touch any suspicious object不要碰任何可疑物晶。b move guests and non-essential team member away from area. 让客人和非相关员工离开。c. deploy emergency management committee members to set up a barrier (ropes, chairs etc.) around the area.危机管理小组负责在该区域设

27、置围栏(用绳子、椅子等)cl instruct a security officer to guard the area and prevent unwanted personnel approaching. 安排保安员守卫该区域，防止不相关人员靠近。dial 59540 for emergency and report the suspicious object and its location. request a bomb disposal officer. 拨打59540报告可疑物甜的所在地。要求派遣炸弹拆除专家到场。inform cctv of location of suspici

28、ous object. control will alert lobby and loading dock personnel to meet police and escort them to location.报告危机管理小组町碇物品的地点。止大堂和卸货区的保安护送警察到现场。inform magic center room of location of the suspicious object. remind them to keep all information confidential, except for senior management 报告总机可疑物胡的地点。捉醉他们所

29、有的信息都是保密的，只能告诉高层管理人员。on arrival of police, brief them on pertinent information:警方到达后，向他们简要说明当前情况：久 areas of search undertaken by emergency management committee. 危机管理小组搜查的区域。b results.搜杳结果。c. coordinate further search 讦 requested如需要可协助进一步的搜査。re-organize security officers to set up an outer cordon to

30、prevent bystanders approaching police perimeter. 组织保安员在外閘再设立警戒线，防止无关人员靠近警方的警戒范围。evaluate situation with police and make decision whether to evacuate:和警方-起对情况进行分析，并决定是否需要疏散：- any portion, or部分区域，或entire hotel.note that depending on circumstances, the general manager may take the decision to evacuate

31、at any time 请注意，根拥情况的发展，酒店总经理可以在任何时候做出紧急疏散决定。should evacuation be considered necessary, follow evacuation plan as detailed in fire emergency procedure. 一定要紧急疏散的话，要遵从火警处理程序中的紧急疏散预案。any statements to the press may only be released with the approval of the general manager, director of bd or sales &

32、 marketing manager只有在酒丿占总经理、商务发展部总监/公关部经理同意下才能向媒体发表声明。after disposal of the suspicious object(s), assist police with any follow-up investigations provide all available information.当可疑物品已经处理完后，协助警方展开跟进调查，并提供所有可用信息。compile internal report together with security supervisor 将内部报告集中交给保安主管。5. security dep

33、artment保安部on receipt of announcement through walkie-talkie, proceed to executive center or other designated location for briefing当接到对讲机的通告后，到达指挥中心或其他指定的地点了解情况。obtain briefing from general manager; ask questions if you arc in doubt. 酒店总经理简要说明情况厉，询问疑点。you will be advised of your designated search area

34、 and receive:确认需要调查的区域，并拿到以下物品：- checklist with clip-board检查表和夹板- access keys钥匙卡- marker pen记号笔your assignment is to find and report to cctv on extension 59540 any suspicious object. bombs can take any shape or form and can be housed in everyday and innocuous objects.你的任务是找到并拨打59540报告消控中心所有的町疑目标。炸弹叮

35、以是任何形状或材料，并可能 被藏在常用的和无害的冃标内。look out for the following:寻找以下线索：a. objects fitting the description mentioned in the threat.u标物体符合威胁提到的描述。b. objects being foreign to the area in which they arc found. 冃标物体不应出现在该区域。bomb threat call answering checklist炸弹恐吓电话记录单c. when the origin of the object is questiona

36、ble and cannot readily be determined.当目标物体的來源有疑问或不能确定。d. any unusual physical characteristic of a package (e.g. in size, shape or audibility).任何有不寻常特征的包裹(如：大小、形状或有声音)e. unusual markings on a package (e.g. bomb、danger, comrades, keep out, etc.). such objects should not be disregarded. what appears to

37、 be a hoax could be teal.包裹上有奇怪的符号(如：炸弹、危险、伙伴、远离等)。不能忽略对这类冃标物体。那些 彖是恶作剧的物品可能是真的of. visible wire, batteries, powder, or plasticine material町以看到的电线、电池、粉末或塑料材料。prior to setting out for the search, physically check and turn off all walkie-talkies. communication is to be by runner or telephone only.展开搜查前

38、，检查和关闭所有的对讲机。只能用传递员或电话联系。systematically follow route of search in your “bomb threat check list". access keys will facilitate entry to every room within your area of responsibility. searching of a room or a particular area should start off from the door, working clockwise or anti-clockwise endin

39、g at the center if the room is congested with storage of equipment etc, conduct the search twice, first search to be conducted from floor to eye level, second search from eye level to ceiling系统化地按“炸弹威胁检査表”上的内容检查。拿到能进入所负责区域所有房间的钥匙。对一个房间 或特定区域的检査要从门开始顺时针或逆时针开始检査，到该区域中心结束。如果房内存放了设 备，要搜查两次，第一次搜查地板到视平线的高

40、度之间的范闌，第二次要搜查从视平线到天花板间 的范围。"stop" when a suspicious object has been found. do not touch or interfere in anyway infoim cctv. hand over to security supervisor before continuing search to complete checklist.找到可疑物品后耍停止搜查。不要以任何方式接触目标。通知消控中心。在继续搜查前将该物品交 给主管处理。after your designated area has been

41、searched and if nothing suspicious is found, report to cctv by telephone and re-assemble in executive center for further instructions.检查完所负责的区域，并11没发现可疑物胡后，电话通知消控屮心，并到指挥屮心集合等待进一步 的指示。you will stand-down only upon instruction from the general manager. 只有在接到酒店总经理的指示后才能取消待命状态。return checklist, marker p

42、en and key to cctv room after stand-down. 取消待命状态后要将检查衣、记号笔和钥匙交到消控中心。bomb threat call answering checklist 炸弹恐吓电话记录单response options 应对方案the caller should attempt to complete the following questions about the call应试图完成关于恐吓电话的如下相关问题 (make 丈 marks on the nroncr item)when you receive the call, you should

43、 report to the duty manager and security immediately. 接到此电话后立即汇报给值班经理及保安部（在所有适用项上打“x”标记）question when receive the threat calldescription sound致电人声接到恐吓电话时应提的问题咅描述w no is iiidi.你是哪付？impediment:结巴serious:严肃why you put bomb in our hotel?abusive:辱骂loud:大声的你为什么在我们酒丿占放炸弹？accent:有口音的other:莫它where did you pu

44、l the bomb?did you recognize the voice?你把炸弹放在哪里？你能识别出他的声音吗?when did you put the bomb?was the caller ramiliar with the layout ot the hotel!你什么时候放置的炸弹？他熟悉酒丿占的布局悄况吗？when the bomb will explode?炸弹什么时候爆炸？how arc you going to detonate the bomb?你打算怎么引爆炸弹？where are you now?background sound你现在在哪儿？宵景声音what sha

45、ll we do to have you give up?马路噪音road noise广播 broadcast我们应该怎么做你才会放弃？房屋噪 h house noise摊点stallhow can we contract you?办公器具stationery工丿机器 factory machine找j侶么跟仞、咲糸-嗓音noise安静quietdate of call:sex/age性别/年龄來电日期：man:男number dialed:woman:女來电电话号码：child:小孩time of call:old:老年来电时间:young:青年please write down clear

46、ly what the caller said电话的原话（据实记录）call recipient接电话人员name(signature):签名客房部搜寻记录单housekeeping search recorda搜寻工作应在30分钟内完成。为节省时间，锁好的房间不耍搜寻。>搜寻时注意发现的物品：可疑的包裹及客人遗留物；无人认领的包、箱或其它 物品；木区域不应放置的物品，如布包、报纸包、相机套、鞋、靴、叠放的衣 物等可疑物品。>发现可疑爆炸物后：立即向指挥部报告可疑物的具体位置；阻止其他人靠近； 不要触摸、打开、移动可疑物；不要使用对讲机、寻呼机、手机；同可疑爆炸 物保持安全的距离，

47、等待保卫人员赶到。> the search must be finished within 30 minutes. in order to save time, not to search the locked room.> keep an eye on those suspicious articles: parcel or left over by guests; bag, suitcase or other items; the things which should not be placed such as packet, camera cover, shoes, boo

48、ts, folding clothes.> if the suspicious things are found, report to the command center immediately the location of it, prevent other people from approaching it, do not touch, open, move the suspicious thing; do not use walkie-talkie, pager, mobile phone; keep a distance with the explosive, wait u

49、ntil the security people arrive there.搜寻部位search area搜寻结果 search result搜寻人person to search沏w on roolf楼层通道floor & corridor工作间 pantry room卫生间 toilet墩布间 moop room垃圾桶dust bin服务车service truck消火栓fire hydrant楼道内花盆 flower pot下一层消防楼梯 fire stairs当日已离店的客房empty room收到的洗衣 washing clothes客房部办公室 housekeeping o

50、ffice洗衣房工作区 laundiy office24h内收到的遗失物品left over书报厅 kiosk1-3层公共区域垃圾桶1一3f dust bin in public area2、3层衣帽间23f cloark roombl、b2公共区域垃圾桶blb2 dust bin in public area酒店外围垃圾桶 dust bin outside hotel工程部搜寻记录单engineering search recorda搜寻工作应在30分钟内完成。为节省时间，锁好的房间不耍搜寻。>搜寻时注意发现的物品：可疑的包裹及客人遗留物；无人认领的包、箱或其它 物品；木区域不应放置的

51、物品，如布包、报纸包、相机套、鞋、靴、叠放的衣 物等可疑物品。>发现可疑爆炸物后：立即向指挥部报告可疑物的具体位置；阻止其他人靠近； 不要触摸、打开、移动可疑物；不要使用对讲机、寻呼机、手机；同可疑爆炸 物保持安全的距离，等待保卫人员赶到。> the search must be finished within 30 minutes. in order to save time, not to search the locked room.> keep an eye on those suspicious articles: parcel or left over by gu

52、ests; bag, suitcase or other items; the things which should not be placed such as packet, camera cover, shoes, boots, folding clothes.> if the suspicious things are found, report to the command center immediately the location of it, prevent other people from approaching it, do not touch, open, mo

53、ve the suspicious thing; do not use walkie-talkie, pager, mobile phone; keep a distance with the explosive, wait until the security people arrive there.搜寻部位search area搜寻结果search result搜寻人 searched by25层楼顶平台25f roof27层楼顶平台27f roof电梯机房elevator plant room未锁的管井、电制房shaft, electrical plantroom配电室high volt

54、age空调机房ac plant room空调机房上楼梯ac plant room up stairs生活、消防水泵房grey water fire control water pumpb2主活水箱grey water tank中水处理室grey water treatment roombl、b2消火栓bib2 hre hydrant锅炉房boiler room锅炉房周1韦15米5 meters away from the boiler room应急发电机房门口emergency genetor room door外围的花草灌木grass land煤气表房门口gas meter room doo

55、r餐饮部搜寻记录单f&b search record>搜寻工作应在30分钟内完成。为节省时间，锁好的房间不要搜寻。> 搜寻时注意发现的物晶：可疑的包裹及客人遗留物；无人认领的包、箱或其它物品；本区域不应放置的 物品，如布包、报纸包、相机奁、鞋、靴、徨放的衣物等可疑物品。> 发现可証爆炸物后：立即向指挥部报告可疑物的具体位置；阻止其他人靠近；不要触摸、打开、移动可 疑物；不耍使用对讲机、寻呼机、手机；同可疑爆炸物保持安全的距离，等待保卫人员赶到。> the search must be finished within 30 minutes. in order to

56、 save time, not to search the locked room.> keep an eye on those suspicious articles: parcel or left over by guests; bag, suitcase or other items; the things which should not be placed such as packet, camera cover, shoes, boots, folding clothes> if the suspicious things are found, report to the command center immediately the loc