凯悦酒店 风险管理政策手册（英）P37

1、Risk Management Policy Manual HYATT INTERNATIONAL HOTELSRisk Management DepartmentRisk Management© 1998 Hyatt International Corporation and its subsidiaries. Information contained herein is confidential and proprietary to Hyatt International Corporation and its subsidiaries.Search for Policy Ti

2、tleContentsIntroductionDescription of CoverageProperty - Direct Physical Damage (All Risk)Property - Business InterruptionBoiler and Machinery - Direct DamageBoiler and Machinery - Business InterruptionGeneral LiabilityAutomobile LiabilityAutomobile Physical Damage (Comprehensive and Collision)Worke

3、rs CompensationCrime and FidelityClaims ProceduresProperty - Direct Physical Damage and Business InterruptionBoiler and Machinery - Direct Damage and Business InterruptionGeneral Liability and Umbrella LiabilityAutomobile Liability and Physical DamageWorkers Compensation - In Countries Where Applica

4、bleCrime and FidelityGeneral ProceduresSafe Deposit BoxesGuest FoliosSigns and DisclaimersIntroductionThis manual has been prepared to provide guidance for each hotel in the administration of the Risk Management programme of Hyatt International Corporation and its subsidiary hotel management compani

5、es ("Hyatt"). Upon receipt, the manual should be reviewed in its entirety. From time to time revisions will be prepared and forwarded, which should be reviewed immediately and placed in the proper section of the manual.This manual will briefly describe the insurance coverages provided by H

6、yatt and the sort of insurance coverages that should ordinarily be provided by an Owner. It will also describe those related activities, such as claims-handling and loss prevention.The Management Agreement for each hotel dictates which premium expenses are charged to operations, thus impacting the c

7、omputation of Gross Operating Profit.Risk is the possibility of a financial loss as a result of bodily injury, property damage or damage to a person's reputation. The purpose of a Corporate Risk Management Programme is to determine to what risks the company is exposed, evaluate those risks, and

8、determine the best way to handle and control those risks. The handling of a risk could mean to insure it through an insurance company, to self-insure it, or to pass it on to another party contractually. Of course, we could also reject the risk by not accepting the exposure.Five ways to approach risk

9、:1.Self-insure - not insured; losses paid out of a reserve established for this purpose where permitted by current accounting standards.2.Insure - transfer the risk to an insurance company for a premium.3.Contractual - contractually pass the risks to another party.4.Avoid / Reject - decline the expo

10、sure.5.Accept and Pay - the liability out of the hotel operating budget.Included within Risk Management is the control of risk:1.Monitoring and closely watching claims which do occur to minimise their cost.2.Learning from the experience of previous claims to prevent further claims of a similar natur

11、e.3.Controlling losses through the use of safety programmes.4.Reviewing hotel events or activities relative to possible exposures to loss.5Reviewing activities relative to loss prevention services/safety.Classifications of InsuranceIn the sections of the manual which follow, we have used the followi

12、ng classifications of insurance:PropertyProtection of the physical assets we own or for which we are responsible.General Liability and Umbrella Liability (Including Innkeepers)Protection from loss (bodily injury or property damage) for which we might be held liable by a third party, such as a guest,

13、 due to our activities.Automobile LiabilityCovers claims for bodily injury or property damage to third parties arising out of the use or ownership of an automobile.Workers' CompensationPays benefits required by law to employees who are injured in the course of their employment. This differs in e

14、very country.Crime and FidelityProtection against loss from robbery, burglary, embezzlement and similar activities from any source.Description of CoverageProperty - Direct Physical Damage (All Risk)CoverageProperty - Direct Physical Damage (All Risk)What Should Be CoveredThis covers buildings and co

15、ntents for damage caused by the perils of fire, wind, rain, lightning, flood, earthquakes, vandalism, etc. This insurance should cover buildings under construction, building alterations, and goods in transit. Major items excluded are currency and securities, watercraft and motor vehicles, gradual de

16、terioration and acts related to war.LimitsShould be for Replacement cost of building and contents.NoteA Certificate of Insurance is to be obtained from the owner to show coverage is in place.Responsibility for CoverageUnder our Management Agreements, Owner provides this coverage.Property - Business

17、InterruptionCoverageProperty - Business Interruption What Should Be CoveredCovers the hotel for lost profits, and any necessary continuing expenses resulting from a covered property loss to the extent that such profits would have been earned had no loss occurred. Non-continuing expenses are not cove

18、red.Extra expenses are also covered as long as such expenses were necessary to resume operations with the same quality of service, and as long as such expenses were necessary to alleviate any further business interruption loss.LimitsCoverage should be the actual loss of profit and continuing expense

19、 for the period of time it takes to repair and/or replace the damaged property. An additional period of time Should Be Covered, until business is back to where it should have been.Property - Business Interruption Procedures to Note1.Business Interruption values are determined annually2.A Certificate

20、 of Insurance should be requested from the owner to show coverage is in place.Responsibility for CoverageThis coverage is to be provided by Hyatt in most Management Agreements, but is currently not reasonable available. The owner must now provide this coverage as part of the property policy.Boiler a

21、nd Machinery - Direct DamageCoverageBoiler and Machinery - Direct DamageWhat Is CoveredThis coverage insures for the breakdown of machinery and equipment on the premises, to include boilers, chillers, washing machines, generators, and electrical machinery. Major exclusions: gradual wear and tear and

22、 deterioration.LimitsCost of repair or replacement.Boiler and Machinery Procedures to NoteInspections should be performed annually by the insurance carrier. NoteA Certificate of Insurance is to be obtained from the owner to show coverage is in place.Responsibility for CoverageUnder our Management Ag

23、reements, Owner provides this coverage.Boiler and Machinery - Business InterruptionCoverageBoiler and Machinery - Business InterruptionWhat Is CoveredCovers loss of income and continuing expenses resulting from a machinery breakdown direct damage loss. Also covered is business interruption caused by

24、 damage to the premises of public utilities furnishing service and power to the hotel.LimitsActual loss sustained.NoteA Certificate of Insurance is to be obtained from the owner to show coverage is in place.Responsibility for CoverageThis coverage is to be provided by Hyatt in most Management Agreem

25、ents, but is currently not reasonable available. The owner must now provide this coverage as part of the property policy.General Liability CoverageGeneral LiabilityWhat Is CoveredGeneral Liability and Umbrella Liability insurance gives Hyatt and owner protection for claims involving bodily injury an

26、d property damage sustained by third parties, such as guests of the hotel. This includes:1.Injuries allegedly resulting from our premises, or operations, such as slips and falls.2.Food and liquor claims.3.Innkeeper claims (theft from rooms). 4.Contractual liability (when we assume the liability of o

27、thers).5.False arrest, defamation, libel and slander.6.Garage keepers claims.7.Certain key exclusions: War, breach of contract, wrongful termination or damages which some jurisdictions may eliminate as against public policy, such as punitive damages.Limits1.Primary - $2,000,000 per occurrence2.Umbre

28、lla - $298,000,000 in excess of the $2,000,000Deductible1.General Liability - None2.Innkeepers - $1,000General Liability Procedures to Note1.Premium is based on sales. If locally provided, local rates may apply. 2.Underwriters are told of our basic exposures to possible loss. For anything varying gr

29、eatly from this we should inform them. Examples would be large fireworks displays, putting a doctor on payroll, etc.3.Normally purchased by Hyatt per Management Agreement. Difference in Conditions CoverageBecomes effective when local liability coverage provided by owner is not sufficient. It is nece

30、ssary to protect Hyatt and is written by AIU.Responsibility for CoverageProvided by Hyatt under its Blanket Hotel Liability Programme.Automobile LiabilityCoverageAutomobile LiabilityWhat Is CoveredThird party bodily injury and/or property damage resulting from the use of owned, leased, short and lon

31、g term rentals or complimentary vehicles. Also included is non-ownership liability if, for some reason, a non-owned or leased vehicle is used and our coverage is the only coverage available. This coverage does not offer protection of our hotel vehicles (see auto physical damage.)Limits1.Primary - $2

32、,000,000 per occurrence.2.Umbrella - $298,000,000 excess of $2,000,000.DeductibleNoneResponsibility for CoverageUnder our management agreements, the Owner provides this coverage.Automobile Physical Damage (Comprehensive and Collision)CoverageAutomobile Physical Damage (Comprehensive and Collision) W

33、hat Is CoveredDamage to owned, leased, long term rental (over 30 days), and complimentary vehicles for which we may be responsible. Included is collision damage, vandalism, and theft. Excluded is gradual deterioration and wear and tear.LimitsActual Cash Value Deductible$500 per occurrenceAutomobile

34、Physical Damage Procedures to NoteThis is not a part of Hyatt's programme. If desired, must purchase locally.Responsibility for CoverageUnder our management agreements with each hotel, Owner generally provides this coverage.Workers CompensationCoverageWorkers' CompensationWhat Is CoveredThis

35、 insurance covers the hotel's obligation to an employee who is injured while in the course of employment. An employee is normally entitled to predetermined or statutory benefits, regardless of the hotel's liability for the injury, sickness or death, as long as the employee was on the job. Li

36、mitsVaries by country.Responsibility for CoverageUnder our Management Agreements, Owner provides this coverage.Crime and FidelityCoverageCrime and FidelityWhat Is CoveredBlanket Crime and Fidelity Insurance protects the hotel against loss of money and securities caused by the following criminal acts

37、.1.Employee Dishonesty (Fidelity).2.Loss Inside the Premises (Loss of hotel funds).3.Loss Outside the Premises (Loss of hotel funds).4.Money Orders and Counterfeit Paper Currency.5.Depositor's Forgery.Limits$5,000,000Deductible$10,000Crime Insurance Procedures to NoteBilling based on rates.Respo

38、nsibility for CoverageProvided by Hyatt under its Blanket Hotel Crime and Fidelity Programme.Claims ProceduresProperty - Direct Physical Damage and Business InterruptionCoverageProperty - Direct Physical Damage and Business InterruptionWhen Loss Occurs1.Follow hotel's Emergency Procedures Manual

39、 and make sure all emergency personnel are notified. Protection of human life comes first.2Protect Property from further damage. Do not, however, take chances whereby any person is at risk.3.Report the loss as described below.Reporting the Loss1.Do not interpret coverage. If the loss appears greater

40、 than the deductible, report it immediately:a.Notify the proper adjuster if insured by the Owners insurance. Please note, it is the hotel's responsibility to know the name and phone number of the Owner's adjuster.b.If a loss is serious, the General Manager should contact the Corporate Office

41、 and Divisional Office immediately. 2.Keep good records:a.Record all damaged property;b.Record all lost business or potential lost business;c.Record all extra expenses.3.Confer with adjuster before extensive repairs are made. Emergency measures, however, may be taken.4.If clean-up assistance is need

42、ed from an outside source, it must be approved by the adjuster. If approved, it is a covered expense.5.Keep in touch with the adjuster and Corporate Risk Management on all repairs.Boiler and Machinery - Direct Damage and Business InterruptionCoverageBoiler and Machinery - Direct Damage and Business

43、InterruptionWhen Loss Occurs1.Follow the hotel's Emergency Procedures Manual and Engineering Manual. And make sure all emergency personnel are notified. Protection of human life comes first.2.Protect property from further damage. Do not, however, take chances whereby any person is at risk.3.Repo

44、rt the loss as listed below.Reporting the Loss1.Do not interpret coverage. Report the loss if in doubt.a.Notify the proper claims adjuster.2.Keep good records:a.Record all damaged property;b.Record all lost business or potential loss business;c.Record all extra expenses.3.Notify Risk Management Depa

45、rtment for assistance.4.Confer with adjuster before extensive repairs are made. Emergency measures, however, may be taken.5.If clean-up assistance is needed from an outside source, this must be approved by the adjuster. If approved, it is a covered expense.6.Photograph damage.General Liability and U

46、mbrella LiabilityCoverageGeneral Liability and Umbrella Liability When Loss Occurs1.For Bodily Injury, get immediate medical assistance. Do not dispense any medication that can be ingested or applied. Make sure everyone knows emergency phone numbers.2.Inspect scene of incident as soon as possible fo

47、r initial investigation.3.Always display a concerned attitude.4.Where possible, take photographs of scene; make drawings or measurements.5.Medical Expenses. If it is mentioned, indicate that you will refer the matter to your insurance adjusters and emergency medical expenses should be paid for. 6.Re

48、member that incident reports are internal hotel documents. Reports should not be signed by the guest or given to the guest or any person acting on behalf of the guest. The report should only reflect what the guest reported or what hotel personnel actually observed.7.Do not admit liability. If asked,

49、 say the claim is under investigation and has been reported to the insurance company.Reporting the Loss1.Do not interpret coverage. If a guest asks if medical expenses will be paid, advise him that you are referring the matter to your insurance adjusters and bills will be forwarded to the adjuster.

50、Emergency medical will normally be paid for.2.Immediately telephone the proper claim adjuster if a serious injury or property damage occurs. If not serious, then as soon as possible.3.The hotel must complete a loss report for each bodily injury claim on the attached or similar form (Guest Incident R

51、eport).4.For any serious claim, Risk Management must be notified immediately. This includes, but is not limited to, death, paraplegia, quadriplegia, any multiple injury or illness, head injury or assault.5.See instructions for incident report on next page.6.If a letter is received from a guest or at

52、torney involving bodily injury, forward immediately to your adjuster. Incident Report1.Record information (injured party's name and address, date, time, location of accident, proper location code, etc.) accurately.2.Obtain name, address and telephone number of all witnesses.3.Do not admit liabil

53、ity. Use words such as "alleged". Preface guests' statements with "guest says" or "witness says".4.Be observant. Include a clear description of the conditions existing at time and place of loss. Record weather conditions, if relevant, and any pertinent information a

54、bout the injured party.5.Do not offer any opinions in the report. Do not "create" any facts.6.Make sure the time the incident is reported is noted on the report, as well as the time it occurred.7.Make sure the report is legible and signed by the person preparing the report. The person who

55、took the report should also print their name below their signature.8.Each report is individual and reference is not to be made to similar claims.9.Use Guest Incident Reports for guest related incidents only. Use Statement of Auto Accident for automobile accidents.10.Incident reports are documents be

56、longing to the Hotel and, as such, are not to be signed by the guests or given to the guests.11.Each person filling out an incident report should take care to "report" the facts, not "create" the facts. For example, many accident reports say:"Mrs. Doe fell down the stairs.&q

57、uot; If the person preparing the accident report did not actually see Mrs. Doe fall down the stairs, the report should say, "Mrs. Doe said she fell down the stairs."If Mr. "X" says his $10,000 diamond watch was stolen from his room and you did not see the diamond watch being taken from the room, the report should say, "Mr. 'X' said his watch was missing from his room. He said that the watch was worth $10,000."Innkeepers Claims (Theft from the Room)1.There is a $1,000 deductible on innkeepers claims under the Hyatt programme. This m