CRISIS MANAGEMENT PLAN危机管理计划课件

CRISISMANAGEMENT

PLAN

危机管理计划CRISISMANAGEMENT

PLAN

危机管Introduction

前言CRISISMANAGEMENTPLAN危机管理计划危机管理计划是为了在发生危机的状况下提供有组织、有效率的反应。危机的发生可能会阻碍酒店的正常运作，甚至导致停业。

TheCrisisManagementPlanisdesignedtoprovideanorganized,efficientresponsetocrisissituations.Suchcrisismayresultindisruptionofnormalhoteloperationalfunctionsortheclosingofthehotel.Relocationofguests,patronsandemployeesmayalsoresult.危机管理计划是为了在发生危机的状况下提供有组织、有效率的反应什么是危机？

WhatisaCrisis?

危机是由各种原因引起的，威胁到酒店收益或名誉，不能以正常手段解决处理的突发事件。无论处理哪种危机时，都必须优先考虑以下几个方面：1.保护公众/客人；2.保护员工；3.保证经营；4.与相关政府部门合作；

AcrisiscanbedefinedasoneofanumberofsituationswhichthreatentheprofitabilityorreputationoftheCompanyandforvariousreasons,cannotbehandledbythenormalmanagementsystems.However,whateverthecrisis,thoseinvolvedmustkeepasprioritiesto:1.Protectthepublic/customer2.Protecttheemployees3.Protectthebusiness4.Cooperatewiththeauthoritiesinvolved

什么是危机？

WhatisaCrisis?

危机是由“危机”基本包括以下几种类型：

Examplesof“crisis”incidentsinclude:火灾Fire

自然灾害NaturalCatastrophes机械故障MechanicalBreakdowns

能源中断LossofUtilityServices危险品爆炸HazardousMaterialsExposure炸弹威胁BombThreats恐怖威胁TerroristActs绑架HostageSituations持械抢劫、闯窃、凶杀

ArmedRobbery,Burglary,Homicide民事骚乱CivilDisturbance大面积突然停电PowerCutEmergency特别安全事故SpecialConcerns其它Other“危机”基本包括以下几种类型：

Examplesof“c应急反应小组EmergencyResponseTeam(ERT)应急反应小组(ERT)是由酒店管理团队成员以及其他专业人士组成。应急反应小组成员必须在危机发生时作出快速有效的反应，控制危机，把损失减到最小。TheEmergencyResponseTeam(ERT)includesthemanagementteammembersandotherexpertswhocanquicklyandeffectivelyexecutetaskstocontrolacrisisandminimizeloss.应急反应小组应急反应小组成员

CRTmembers总经理GeneralManager行政助理经理ExecutiveAssistantManager房务经理RoomsDivisionManager财务总监FinanceController市场销售总监DirectorofSales&Marketing维护经理MaintainManager保安部经理SecurityManager人力资源部经理HRManager消防主管FireSupervisor应急反应小组成员

CRTmembers总经理GenerNameCRTTitleOfficeNum.Ceilphone伟士曼组长8162610115953131188福瑞德温格纳副组长8160608113905310316凌贤国副组长8162609115194186660杜晓红成员8162604115153161222李慧君成员8162620113356665036李磊成员8162608613406972266周淑英成员8162606113791084641郝慧泉成员8162607113953188272李平成员8162609415865255533NameCRTTitleOfficeNum.Ceilp应急反应小组的主要职责

PrimaryresponsibilitiesoftheERT分析事件严重程度。EvaluateRisksandExposurestothehotel.快速反应，按轻重缓急发布指令。Promptdecision-makingandprioritizationoftasks.向有关部门及时汇报。Helpensuretheauthoritiesarenotifiedinatimelyfashion.开展初级急救和扑救工作。Providepreliminaryfireaidandfirefightingefforts.帮助客人和员工安全离开事故现场。Provideforthesafeevacuationofguestsandemployees.决定如何向媒体作出反应。Developmentofmedia/publicrelationsresponse.确保酒店财产安全。Securehotelassets.评估损失。Evaluateandreportlosses.尽快恢复运转。Restoreoperationsinatimelymanner.应急反应小组的主要职责

Primaryresponsibi预案1

Plan1火警和疏散方案

FireAlarm&EvacuationProcedure预案1

Plan1火警消防中心显示屏报警；总机、消防中心接到报警电话消防监控中心呼叫巡逻员到现场检查，如属误报，解除报警；如确认火警，指令总机电话通知危机小组成员灭火组成立：大堂经理、安保主管、值班工程师、报警楼层服务员带灭火器到现场指挥组成立：总经理、值班经理、各部门经理至现场进行现场指挥如火势较小，马上组织扑救，熄灭后停止实施应急方案。如火势较大，需增援力量，马上报告指挥组和监控室义务消防队到场后立即进行灭火扑救，如火被扑灭，保护现场，准备火灾调查。如火势不能控制，马上报告指挥组，请求疏散启动消防警铃和消防广播发出疏散指令救援组成立：酒店医生及相关人员带急救物品及担架到现场进行救援指挥组下达全员疏散命令实施疏散方案，组织客人、员工疏散根据指挥组的决定向119报警，消防人员到达后，汇报酒店情况并配合他们的工作监控室通知义务消防队火速增援火警消防中心显示屏报警；总机、消防中心接到报警电话消防监控中火警TheoperatororCCTVreceivethefirealarmtelephoneSecurityguardgotoreachthesceneoffire.Ifitismisinformation,relievealarm.Ifit'sarealfirealarm,theoperatorshouldsendthealarmthroughtelephoneSetupafirefightinggroup:AM,SecurityOfficer,DutyEngineerandroomattendantSetupaCommandGroup:GM,MODandalldepartmentheadsgototheCCTV.KeepintouchwithFireFightingGroupIffirebeputoffrightaway,stoptheemergencyplan.iffireisbigandcannotbepuroffinashorttime,reporttodirectorgroupandfirecontrolroomIffirebeputoutbyfirebregade,protectspotandpreparethefireinvestigation,iffireoutofcontrol,reportthedirectorgroupandaskforevacuationSetupthefirealarmbellandfirebroadcastSetuptherescuegroup:hoteldoctorandrelativestafftakefirstaidarticlesandstretchertospotThedirectorgroupissuetheevacuationorderforallstaffCarryouttheevacuateplan,organizeguestsandstaffevacuateDirectorgroupcandemandwhethertodail”119”,ifyes,cooperatethefireteamwhentheyarrivedThefirecontrolroominformthefirebregadetogotospot火警TheoperatororCCTVreceive火警应急程序

EmergencyFireProcedures前厅部FrontOffice(总机GuestServiceCenter、礼宾部Concierge,、行政楼层

ExecutiveLounge、健身中心HealthClub)餐饮部F&B工程部Engineering安保部Security客房部HSKP(客房楼层Guestfloors、公区PublicArea、洗衣房

Laundry、）人力资源部HR厨房Kitchen行政办、销售部、财务部、电脑房等EO,S&M,Fin,EDPetc.火警应急程序

EmergencyFireProcedur预案2

Plan2

持械抢劫

ArmedRobbery预案2

Plan2持械抢劫

ArmedRobber抢劫是指在被害人面前，违背被害人的意愿拿走其有价值的物，如现金、首饰、珠宝等。携武器的抢劫威胁到被害人的生命安全。在这种情况下，保护客人和员工的安全是主要目的。千万不能试图拿员工的生命和健康冒险。Robberyisthetakingofone’svaluables,cash,jewelry,ect…inthepresenceoftheindividualandagainstthatindividual’swill.Armedrobberyoccurswhenthethreatofpersonalharmispresentorimplied.Thefollowingpolicyistobefollowedtoensurethesafetyofourguestsandemployeeswhenarobberattemptoccurs.Thesafetyofguestsandassociatesistheprimeobjectiveinanarmedrobberysituation.Noattemptshouldbemadebyallstaffmemberstointerfereandrisktheirhealthandlives.抢劫是指在被害人面前，违背被害人的意愿拿走其有价值的物，当得到有抢劫犯的报告时，要执行以下几点：

WhenSecurityisnotifiedthatanarmedrobberyisinprogressthefollowingguidelinesshouldbeobserved:抢劫犯在有监控的区域，要对准其拍摄。

IfrobberyisinanareacoveredbyCCTV,camerasshouldbeisolatedonthatareatomakecertainthatarobberyisinfactinprogressandbeingrecorded.有抢劫发生或发现武器要立即报警。Ifinfactarobberyisoccurring,notify110atoncegivingadescriptionoftheperpetratorobservedonthecamera.Also,ifaweaponwasvisible.保安主管要在安全的地点观察动静并作汇报。SecurityOfficerrespondingtothelocationshallstayatasafedistancetoobserveandreport.抢劫之后，保安要提醒大家不要触碰或损坏任何东西，并且让证人在隔离的情况下单独写下事件过程。Afterrobbery,theSecurityGuardshallinstructallpersonsinvolvednottotouchorremoveanythinginthearea.SecurityOfficershallaskeachwitnesstowritedownadescriptionoftheoffenderandwhattheyobserved.Keepwitnessesseparate.应保护事发现场及暴力分子接触过的东西。Keepguestsandotherstaffawayfromareastheoffender(s)wereinoranythingthattheytouched.当得到有抢劫犯的报告时，要执行以下几点：

WhenSecu预案3

Plan3恐怖事件

TerroristicIncident

预案3

Plan3CRISISMANAGEMENTPLAN危机管理计划CRISISMANAGEMENTPLAN危机管理计划CRISISMANAGEMENTPLAN危机管理计划民事骚乱

CivilDisturbance预案4Plan4民事骚乱

CivilDisturbance预案4第一阶段

PhaseI:员工离开酒店应使用一个安全并且远离示威者的专用出口。Employeesleavingthebuildingshoulduseonespecifiedexitundercontrolofsecurityandremovedfromthedemonstrators.封锁所有通向外围的楼梯通道Secureallstairwellsfromoutside.封锁所有宴会厅及其它未使用的场地。Secureallbanquetroomsandotherspacenotinuse.撤离大堂区域内所有的障碍物。Removeanypossibleobstructionsfromthelobbyarea撤清收银点的银箱，并将封包箱钥匙和贵重物品寄存的钥匙放入保险箱。Reduceallbanks,lockregisters,andplacedropboxsafedepositkeysinthesafe大堂和主要楼面尽量多的关闭营业场所。Closeandsecureasmanyareasaspossibleonthelowerlobbyandmainlevel储备并检查所有医药急救用品。Haveavailableandcheckallmedicalfirst-aidsupplies第一阶段PhaseI:员工离开酒店应使用一个安全并且远离第二阶段PhaseII:关闭公共餐厅，酒廊和商店。锁住其它所有的正门出口Closepublicrestaurants,loungesandshops.Lockallextrafrontentrancedoors如有可能，拍下示威者的照片，以便今后在法庭上作为证供Ifpossible,obtainphotographsofdemonstratorsforuselaterasidentificationincourt给外围区域提供照明，劝阻客人不要在大堂逗留Illuminateoutsideareas.Discourageguestsfromloiteringinthelobby指挥所有无关员工到高区楼层，远离示威现场Directallnonessentialemployeestoupperfloors安排紧急电话通讯，关闭并锁上所有的保险箱Arrangeforemergencytelephonecommunication,closeandlockallsafes如果大堂须清场，乘电梯到高区楼层并保护人群Ifthelobbyshouldbevacated,takeelevatorstotheupperlevelfloorsandsecurethem管理当局应对客人、员工和财产的安全保持高度重视Managementshouldmaintainahighregardforthesafetyandsecurityofguests,employeesandtheproperty第二阶段PhaseII:关闭公共餐厅，酒廊和商店。锁住其指挥部成员:

Member:总经理GeneralManager行政助理经理ExecutiveAssistantManager房务经理RoomsDivisionManager财务总监FinanceController市场销售总监DirectorofSales&Marketing维护经理MaintainManager保安部经理SecurityManager人力资源部经理HRManager指挥部成员:

Member:总经理GeneralMana防汛

FloodsPrevention预案6Plan6防汛

FloodsPrevention预案6在汛期来临之前，酒店应备有以下设备：

Beforefloodseasoncoming,hotelshouldhavethefollowingequipmentonhand:适用于存放饮用水的容器（可供应3天，每人每天供应1/2加仑）

Asupplyofcontainerssuitablefordrinkingwater(1/2gallonperpersonperdayfor3days.)备用电池的收音机Battery-operatedradioswithsparebatteries.有备用电池的手电筒Flashlightswithsparebatteries.2卷塑料袋Tworollsofpolyethylenebag.适用于装沙袋的粗麻袋（粗麻袋能够拉伸，在吸水时不会破裂）Burlapbagssuitableforsandbagging(burlapwillstretchandnottearasitabsorbswater)医药物品充足的急救箱Fullystockedfirstaidkit.用于捆扎松动物品的绳子Ropesforlashingdownobjectsthatcouldbesweptaway.紧急联系人的名单Listofemergencycontacts.可用来排除公共区域少量积水的工具Meansforremovingsmallamountsofwaterfrompublicareas.在汛期来临之前，酒店应备有以下设备：

Beforefloo工程部职责

EngineeringResponsibility将工具和设备搬移到高区楼层。Movetoolsandequipmentstoanupperfloor.开始装沙袋并封锁所有低区入口。Beginfillingsandbagsandsealingalllowlevelentrances.清除屋顶等处的垃圾罐和其它外面的装置。

Lashthegardentrashcansandotheroutsidefixturesinplace.检查应急灯系统。如果可能，应用沙袋保护地下一层的应急发电机。Checkemergencylightingsystems.SandbaggingwhenpossibleshouldprotectB1Femergencygenerators.如有需要，切断酒店低区所有电源。Ifrequired,disconnectpowertoalllowerlevelportionsofthehotel.检查并确保所有下水道、屋顶排水沟畅通无堵塞。Checktoensurethatallsewerandroofdrainsareclearofobstructions.工程部职责

EngineeringResponsibili传染病防范

DiseasePrevention预案7Plan7传染病防范

DiseasePrevention预案7个人卫生。这是最重要的一条，适用于每个区域。由于传染病的途径各不相同，那么保持良好的个人卫生就是保护自己的关键。PersonnelHygiene.Thisismostimportantandrelevanttoallareas.Sincecontagiousdiseaseshavedifferentroutesofinfection,personalhygieneisthekeyforselfprotection.一般接触表面的清洁和消毒。Frequentlytouchedsurfacecleaninganddisinfections.食品接触表面的清洁和消毒。Foodtouchingsurfacecleananddisinfections.空间处理和消毒。Handlingspaceandit’sdisinfections.预防洗衣房内的传染。Preventinfectioninthelaundry.空调设备的辅助措施。MeasuresforAirConditioningFacilities.个人卫生。这是最重要的一条，适用于每个区域。由于传染病的途径食物中毒

FoodContamination预案8Plan8食物中毒

FoodContamination预案8如果食物已受污染或发生食物中毒，应采取以下步骤：接到关于食物污染的威胁，立刻报告总经理，由总经理决定是否通报警方和卫生部门细心照料所有客人辨别出受污染或造成中毒的食物隔离并冷藏辨别出的食物，保留可疑食物的样品明确食品准备的时间和人员检查食品准备程序确定食品接受和储存的时间，以及从仓库或冰箱拿出的时间检查冰箱和冷库的温度，保留这些设备以前的记录联系当地卫生部门对留下的食品或用具进行检测检查食品准备区的卫生和洗碗机的水温经总经理同意后，由食品卫生主管医生向酒店所在的疾病预防控制中心报告，以便及时调查经疾病预防控制中心查明情况，如有投毒嫌疑，要向公案部门报告如果食物已受污染或发生食物中毒，应采取以下步骤：接到关于食物Intheeventinformationisreceivedthatfoodsupplieshavebeencontaminatedorsomeonehassufferedfoodpoisoning,thefollowingstepsshouldbeimplemented:AnyinformationregardingthreatsoffoodcontaminationshouldbeforwardedtoGM,whowilldecidewhetherornotthelocalpoliceandhealthofficialsshouldbeinvolvedTreatallguestswithCareandConcernIdentifythefoodthatsupposedlysufferedthecontaminationorcausedthefoodpoisoningSegregatetheidentifieditem(s)andrefrigerate.SavesamplesofsuspecteditemsDeterminewhenthefoodwaspreparedandbywhomCheckonfoodpreparationDeterminewhenthefoodwasreceivedandstored,andwhenthefoodwasremovedfromstorageortherefrigeratorCheckthetemperatureontherefrigeratorandcooler.RetainpreviousrecordsontheseunitsContactlocalhealthauthoritiestomaketestsofanyremainingpreparedfoodorsuppliesCheckoncleanlinessoffoodpreparationareasandthewatertemperatureonthedishwasherOnlywithagreementfromtheGM,thesanitationmanagermayreporttothelocalDiseasePreventionandControlCenterforinvestigationAfterinvestigationbythelocalDiseasePreventionandControlCenterconfirmingfoodpoisoning,reporttothePSBIntheeventinformationisre绑架

Kidnapping预案9Plan9绑架

Kidnapping预案9绑架是指强行地、违背本人意愿地挟持并扣留一个人。任何真实或可疑的对酒店客人或员工的绑架事件应立即报告酒店管理层。

Kidnappingistakingapersonbyforceandholdingthemagainsttheirwill.Thebasicpolicyisthatanyincidentofactualorsuspectedkidnappingofanyhotelguestoremployeeshouldbereportedimmediatelytothehotelmanagement.绑架是指强行地、违背本人意愿地挟持并扣留一个人。任何真实或可如果酒店客人被绑架Ifthehotelguestiskidnapped

如果有客人被绑架，总经理应通知其旅行同伴，法律顾问和警方。保安部应开始设立事件记录日志。Ifaguestiskidnapped,theGMshouldnotifytheguest’stravelingcompanion,legalcouncilandthePolice.Securityshouldsetupalogofevents.将与该客人同住的其他人员暂时搬到其他房间。房间的门窗上锁，门口双重保。在房间内要特别小心保留可能存在的证据，例如指纹。如果房间最近被打扫过，向客房部要回清理掉的垃圾。Moveanyonesharingtheguest’sroomtoanotherroomtemporarily.Lockthewindowsanddoors,doublelocktheentrance.Useextracautionintheroomtokeeppossibleevidence,suchasfingerprints.Iftheroomwasrecentlycleaned,recoverthetrashfromHSKP.在警方到来之前，为该客人的家属或同事配备一名保安。同时请家属代表或同事接听该客人的所有电话。为警方准备一个秘密办公区域。如果需要，警方负责通知其家属或公司。Stationaguardwithfamilyorbusinessassociatesoftheguestpendingarrivalofthepolice.Askthefamilyorbusinessassociatetoreceiveanycallsfortheguestinthemeantime.PrepareasecretareaforthePolice.Ifrequired,Policeareresponsiblefornotifyingtheirfamilyorcompanies.获取该客人所有的电话记录。向门童、客房服务员、前台和餐厅服务员核查该客人的所有访客。Obtainalltelephonerecordsofthisguest.Checkwithbellmen,roomattendants,frontdeskandrestaurantwaiter/waitresstoidentifyanyvisitorstotheguest.如果酒店客人被绑架Ifthehotelguesti如果酒店员工被绑架Ifthehotelemployeeiskidnapped

如果被绑架者是一名员工，尝试联系该员工，以确定他/她是否确实失踪。如果这个人确实被发现失踪，应立即联系他/她的家人。

Whenthepersonkidnappedisanemployee,attempttocontacttheemployeereportedtohavebeenkidnappedtoseeifheorsheisactuallymissing.Ifheorsheisdiscoveredtobemissing,thehisorherfamilyshouldbecontactedimmediately.联系员工家属，管理公司和警方。收集档案中的个人资料，包括一张近期照片等等。

Contacttheemployeefamily,themanagementcompanyandthePolice.Assemblepersonaldataonfile,includingarecentphotographetc.向所有员工重申酒店的信息发布政策。所有了解绑架事件的人员仅与调查该事件的官员一起讨论。绑架的信息不应通过电话告知任何人。

Reviewthehotel’smediapolicywithallemployees.Cautionanypersonnelwhoknowaboutthekidnappingtodiscussitonlywiththeofficialsinvestigatingtheincident.Informationofthekidnappingshouldnotbegiventoanyoneoverthetelephone.警方到达后，负责一切活动，酒店应给予全力配合。

AfterthePolicearrival,theywilltakeresponsibilityforallactivitiesandtheyshouldbegiventotalcooperation.如果酒店员工被绑架Ifthehotelemploye

CRISISMANAGEMENT

PLAN

危机管理计划CRISISMANAGEMENT

PLAN

危机管Introduction

前言CRISISMANAGEMENTPLAN危机管理计划危机管理计划是为了在发生危机的状况下提供有组织、有效率的反应。危机的发生可能会阻碍酒店的正常运作，甚至导致停业。

TheCrisisManagementPlanisdesignedtoprovideanorganized,efficientresponsetocrisissituations.Suchcrisismayresultindisruptionofnormalhoteloperationalfunctionsortheclosingofthehotel.Relocationofguests,patronsandemployeesmayalsoresult.危机管理计划是为了在发生危机的状况下提供有组织、有效率的反应什么是危机？

WhatisaCrisis?

危机是由各种原因引起的，威胁到酒店收益或名誉，不能以正常手段解决处理的突发事件。无论处理哪种危机时，都必须优先考虑以下几个方面：1.保护公众/客人；2.保护员工；3.保证经营；4.与相关政府部门合作；

AcrisiscanbedefinedasoneofanumberofsituationswhichthreatentheprofitabilityorreputationoftheCompanyandforvariousreasons,cannotbehandledbythenormalmanagementsystems.However,whateverthecrisis,thoseinvolvedmustkeepasprioritiesto:1.Protectthepublic/customer2.Protecttheemployees3.Protectthebusiness4.Cooperatewiththeauthoritiesinvolved

什么是危机？

WhatisaCrisis?

危机是由“危机”基本包括以下几种类型：

Examplesof“crisis”incidentsinclude:火灾Fire

自然灾害NaturalCatastrophes机械故障MechanicalBreakdowns

能源中断LossofUtilityServices危险品爆炸HazardousMaterialsExposure炸弹威胁BombThreats恐怖威胁TerroristActs绑架HostageSituations持械抢劫、闯窃、凶杀

ArmedRobbery,Burglary,Homicide民事骚乱CivilDisturbance大面积突然停电PowerCutEmergency特别安全事故SpecialConcerns其它Other“危机”基本包括以下几种类型：

Examplesof“c应急反应小组EmergencyResponseTeam(ERT)应急反应小组(ERT)是由酒店管理团队成员以及其他专业人士组成。应急反应小组成员必须在危机发生时作出快速有效的反应，控制危机，把损失减到最小。TheEmergencyResponseTeam(ERT)includesthemanagementteammembersandotherexpertswhocanquicklyandeffectivelyexecutetaskstocontrolacrisisandminimizeloss.应急反应小组应急反应小组成员

CRTmembers总经理GeneralManager行政助理经理ExecutiveAssistantManager房务经理RoomsDivisionManager财务总监FinanceController市场销售总监DirectorofSales&Marketing维护经理MaintainManager保安部经理SecurityManager人力资源部经理HRManager消防主管FireSupervisor应急反应小组成员

CRTmembers总经理GenerNameCRTTitleOfficeNum.Ceilphone伟士曼组长8162610115953131188福瑞德温格纳副组长8160608113905310316凌贤国副组长8162609115194186660杜晓红成员8162604115153161222李慧君成员8162620113356665036李磊成员8162608613406972266周淑英成员8162606113791084641郝慧泉成员8162607113953188272李平成员8162609415865255533NameCRTTitleOfficeNum.Ceilp应急反应小组的主要职责

PrimaryresponsibilitiesoftheERT分析事件严重程度。EvaluateRisksandExposurestothehotel.快速反应，按轻重缓急发布指令。Promptdecision-makingandprioritizationoftasks.向有关部门及时汇报。Helpensuretheauthoritiesarenotifiedinatimelyfashion.开展初级急救和扑救工作。Providepreliminaryfireaidandfirefightingefforts.帮助客人和员工安全离开事故现场。Provideforthesafeevacuationofguestsandemployees.决定如何向媒体作出反应。Developmentofmedia/publicrelationsresponse.确保酒店财产安全。Securehotelassets.评估损失。Evaluateandreportlosses.尽快恢复运转。Restoreoperationsinatimelymanner.应急反应小组的主要职责

Primaryresponsibi预案1

Plan1火警和疏散方案

FireAlarm&EvacuationProcedure预案1

Plan1火警消防中心显示屏报警；总机、消防中心接到报警电话消防监控中心呼叫巡逻员到现场检查，如属误报，解除报警；如确认火警，指令总机电话通知危机小组成员灭火组成立：大堂经理、安保主管、值班工程师、报警楼层服务员带灭火器到现场指挥组成立：总经理、值班经理、各部门经理至现场进行现场指挥如火势较小，马上组织扑救，熄灭后停止实施应急方案。如火势较大，需增援力量，马上报告指挥组和监控室义务消防队到场后立即进行灭火扑救，如火被扑灭，保护现场，准备火灾调查。如火势不能控制，马上报告指挥组，请求疏散启动消防警铃和消防广播发出疏散指令救援组成立：酒店医生及相关人员带急救物品及担架到现场进行救援指挥组下达全员疏散命令实施疏散方案，组织客人、员工疏散根据指挥组的决定向119报警，消防人员到达后，汇报酒店情况并配合他们的工作监控室通知义务消防队火速增援火警消防中心显示屏报警；总机、消防中心接到报警电话消防监控中火警TheoperatororCCTVreceivethefirealarmtelephoneSecurityguardgotoreachthesceneoffire.Ifitismisinformation,relievealarm.Ifit'sarealfirealarm,theoperatorshouldsendthealarmthroughtelephoneSetupafirefightinggroup:AM,SecurityOfficer,DutyEngineerandroomattendantSetupaCommandGroup:GM,MODandalldepartmentheadsgototheCCTV.KeepintouchwithFireFightingGroupIffirebeputoffrightaway,stoptheemergencyplan.iffireisbigandcannotbepuroffinashorttime,reporttodirectorgroupandfirecontrolroomIffirebeputoutbyfirebregade,protectspotandpreparethefireinvestigation,iffireoutofcontrol,reportthedirectorgroupandaskforevacuationSetupthefirealarmbellandfirebroadcastSetuptherescuegroup:hoteldoctorandrelativestafftakefirstaidarticlesandstretchertospotThedirectorgroupissuetheevacuationorderforallstaffCarryouttheevacuateplan,organizeguestsandstaffevacuateDirectorgroupcandemandwhethertodail”119”,ifyes,cooperatethefireteamwhentheyarrivedThefirecontrolroominformthefirebregadetogotospot火警TheoperatororCCTVreceive火警应急程序

EmergencyFireProcedures前厅部FrontOffice(总机GuestServiceCenter、礼宾部Concierge,、行政楼层

ExecutiveLounge、健身中心HealthClub)餐饮部F&B工程部Engineering安保部Security客房部HSKP(客房楼层Guestfloors、公区PublicArea、洗衣房

Laundry、）人力资源部HR厨房Kitchen行政办、销售部、财务部、电脑房等EO,S&M,Fin,EDPetc.火警应急程序

EmergencyFireProcedur预案2

Plan2

持械抢劫

ArmedRobbery预案2

Plan2持械抢劫

ArmedRobber抢劫是指在被害人面前，违背被害人的意愿拿走其有价值的物，如现金、首饰、珠宝等。携武器的抢劫威胁到被害人的生命安全。在这种情况下，保护客人和员工的安全是主要目的。千万不能试图拿员工的生命和健康冒险。Robberyisthetakingofone’svaluables,cash,jewelry,ect…inthepresenceoftheindividualandagainstthatindividual’swill.Armedrobberyoccurswhenthethreatofpersonalharmispresentorimplied.Thefollowingpolicyistobefollowedtoensurethesafetyofourguestsandemployeeswhenarobberattemptoccurs.Thesafetyofguestsandassociatesistheprimeobjectiveinanarmedrobberysituation.Noattemptshouldbemadebyallstaffmemberstointerfereandrisktheirhealthandlives.抢劫是指在被害人面前，违背被害人的意愿拿走其有价值的物，当得到有抢劫犯的报告时，要执行以下几点：

WhenSecurityisnotifiedthatanarmedrobberyisinprogressthefollowingguidelinesshouldbeobserved:抢劫犯在有监控的区域，要对准其拍摄。

IfrobberyisinanareacoveredbyCCTV,camerasshouldbeisolatedonthatareatomakecertainthatarobberyisinfactinprogressandbeingrecorded.有抢劫发生或发现武器要立即报警。Ifinfactarobberyisoccurring,notify110atoncegivingadescriptionoftheperpetratorobservedonthecamera.Also,ifaweaponwasvisible.保安主管要在安全的地点观察动静并作汇报。SecurityOfficerrespondingtothelocationshallstayatasafedistancetoobserveandreport.抢劫之后，保安要提醒大家不要触碰或损坏任何东西，并且让证人在隔离的情况下单独写下事件过程。Afterrobbery,theSecurityGuardshallinstructallpersonsinvolvednottotouchorremoveanythinginthearea.SecurityOfficershallaskeachwitnesstowritedownadescriptionoftheoffenderandwhattheyobserved.Keepwitnessesseparate.应保护事发现场及暴力分子接触过的东西。Keepguestsandotherstaffawayfromareastheoffender(s)wereinoranythingthattheytouched.当得到有抢劫犯的报告时，要执行以下几点：

WhenSecu预案3

Plan3恐怖事件

TerroristicIncident

预案3

Plan3CRISISMANAGEMENTPLAN危机管理计划CRISISMANAGEMENTPLAN危机管理计划CRISISMANAGEMENTPLAN危机管理计划民事骚乱

CivilDisturbance预案4Plan4民事骚乱

CivilDisturbance预案4第一阶段

PhaseI:员工离开酒店应使用一个安全并且远离示威者的专用出口。Employeesleavingthebuildingshoulduseonespecifiedexitundercontrolofsecurityandremovedfromthedemonstrators.封锁所有通向外围的楼梯通道Secureallstairwellsfromoutside.封锁所有宴会厅及其它未使用的场地。Secureallbanquetroomsandotherspacenotinuse.撤离大堂区域内所有的障碍物。Removeanypossibleobstructionsfromthelobbyarea撤清收银点的银箱，并将封包箱钥匙和贵重物品寄存的钥匙放入保险箱。Reduceallbanks,lockregisters,andplacedropboxsafedepositkeysinthesafe大堂和主要楼面尽量多的关闭营业场所。Closeandsecureasmanyareasaspossibleonthelowerlobbyandmainlevel储备并检查所有医药急救用品。Haveavailableandcheckallmedicalfirst-aidsupplies第一阶段PhaseI:员工离开酒店应使用一个安全并且远离第二阶段PhaseII:关闭公共餐厅，酒廊和商店。锁住其它所有的正门出口Closepublicrestaurants,loungesandshops.Lockallextrafrontentrancedoors如有可能，拍下示威者的照片，以便今后在法庭上作为证供Ifpossible,obtainphotographsofdemonstratorsforuselaterasidentificationincourt给外围区域提供照明，劝阻客人不要在大堂逗留Illuminateoutsideareas.Discourageguestsfromloiteringinthelobby指挥所有无关员工到高区楼层，远离示威现场Directallnonessentialemployeestoupperfloors安排紧急电话通讯，关闭并锁上所有的保险箱Arrangeforemergencytelephonecommunication,closeandlockallsafes如果大堂须清场，乘电梯到高区楼层并保护人群Ifthelobbyshouldbevacated,takeelevatorstotheupperlevelfloorsandsecurethem管理当局应对客人、员工和财产的安全保持高度重视Managementshouldmaintainahighregardforthesafetyandsecurityofguests,employeesandtheproperty第二阶段PhaseII:关闭公共餐厅，酒廊和商店。锁住其指挥部成员:

Member:总经理GeneralManager行政助理经理ExecutiveAssistantManager房务经理RoomsDivisionManager财务总监FinanceController市场销售总监DirectorofSa