安保部培训讲义

SecurityDepartment

保安部

第一页，共三十六页。Mission使命

Ensurethesecurityandsafetyofguests,staffandhotelproperty,partneringpolicetokeepourhotelsafeandsecure.Wedisplayvigilance,strictdiscipline,arehighlyorganizedandworkefficiently.Ouraimisguests’satisfactionandstaff’strust.Wewillbepolite,courteousandhaveguestserviceorientationinourwork.保障酒店消防治安人身财产安全,协助公安消防机关的安全保卫工作，使其成为警惕性高、纪律严明、组织性强、行动迅速、有效率的机构，客人满意，员工信赖是我们的工作目标，整个部门在开展安全工作中始终贯穿服务意识并且礼貌、谦恭。第二页，共三十六页。OrganizationChart部门组织结构图保安部经理ChiefSecurityOfficer保安部副经理Asst.ChiefSecurityOfficer保安部主管（消防）SecuritySupervisor(FireSafetyOfficer)保安部主管SecuritySupervisor保安部秘书SecuritySecretary保安SecurityGuard第三页，共三十六页。KeyResponsibility主要工作职责Patrolallareasincludingguestroomblocks,employeelockerrooms,kitchens,foodandbeverageoutletsandstorageareas,carparksandremoteareas巡逻酒店所有区域,包括员工更衣室,厨房,餐饮部仓库,停车场和偏远区域.Responsibleforthesafetyandsecurityofguests,employees,propertyandestablishmentneeds负责酒店客人,员工,财产和设施设备的安全和保障.Implementproceduresforsecurityandemergencyincidents按程序执行安全和紧急事件.Ensurethatallfirealarms,firefightingequipmentareingoodworkingorder.确保所有的火警,消防设备都处于正常运转状态.Bethoroughlyfamiliarwiththepropertylayout,design,entry,exitpointsandhotel’semergencyplan,Reporttomanagementallmattersaffectingthesafetyofguests,employeesandproperty.对酒店财产和资产的布局有全面的了解,熟悉酒店的紧急计划.对酒店管理层报告所有会影响酒店客人,员工和财产安全的问题.Monitorstaffclockingonandoffduty,engageinstaffbagchecksandlockerchecksasdirectedbyHumanResourcesDepartment监督酒店员工上下班打考勤,查包和在人力资源部的指导下检查员工储物柜.Maintaina24hoursurveillanceofallareasthatarefrequentedbyguestsaswellallworkareas24小时监督所有的公共和工作区域.CoordinatefunctionswithPoliceandothergovernmentsecurityagenciesandpromotegoodwillwiththem与保安部各员工协调工作和职责,与警察局,其他政府安全机构提升良好的意愿.Provideescortdutyformoneytransfersto/fromtheGeneralCashier’sofficeandbankas/whenrequired负责护送现款送转到总出纳办公室或银行.Performotherdutiesasassigned履行其他被指派的职责.第四页，共三十六页。ServiceArea服务区域

Lobby大堂区域:Providecontinuousmoving/staticpatrolsforthelobbyandareasoutofvisualrange,i.e.walkways,entrance/exitpoints,carparkareas,common/publicareas,etc.在大堂区域保持警觉性,比如:过道,门口,停车场,公共区域等.Paycloseattentiontoactivitiesinthelobby.密切关注大堂区域的一切动向.Listenforunusualsounds,discussions,etc.关注异常的声音和争论等.Payparticularattentiontoundesirables,personsloiteringaroundorenteringthelobby.特别关注陌生人进入大堂.Monitorallincomingdeliveriesfromthelobbyandbevigilantofanysuspiciousitems.监控所有进入大堂的物品并且警惕任何可疑物品Monitoranysituations,actions,personsthataredangerousorseemoutofcharacter.监控一切有异常的情况、行动，危险或不恰当的行为.LobbySecurityOfficerswillbecalledupontorespondtoanyquestionsorrequestsforservicefromguestsorcolleagues在大堂区域对客人或同事所提出关于服务的问题或请求作出回应.

第五页，共三十六页。Exterior外部区域:Allbuildingexteriorroofs/walls/windows/doors/doorwaysaremonitoredfor:时常检查建筑外部情况：房顶、墙体、窗户、门、门口等。Unusualsituations,damage,unusual/unexpectedchanges.异常情况，损坏和变化。Suspiciousboxes,packages,backpacks,etc.可疑的箱子，包裹，背包等。

LobbyEntrancesandPublicAreas(RefertoWatchman’sTour)大堂的入口和公共区域（参考巡逻路线图）Patroleachareahourlyona24/7schedule根据7天24小时，每小时检查一次ParkingAreasandHotelAccessPoints停车场和定点区域Continuouspatrolswillbedoneincarparks,roadways,receivingbayandpublicareas.连续性的巡逻并检查如下区域：停车场区域，行车道、收货处及公共区域。Enforcementcheckswillbedoneonvehiclesimproperlyparked,leftunattendedininappropriateareas,leftforextendedperiodsoftimeorparkedovernightwithoutproperauthorization.执行对随意停放或无人看管的车辆，超时停放或未经认可过夜停放的车辆的检查。第六页，共三十六页。

Interior内部区域:Beknowledgeabletoanswerguest’squestionsordirectgueststogroupsorpersonswhocanassistwiththeirneeds.回答客人或团队的问题并给予需要帮助的客人或团队直接的帮助．Checkcommonareaseveryhour.每半小时检查以下区域：F&Boutlets餐饮部营业区域Staffareas员工区Lobby大堂EntryPoints入口Toilets洗手间Offices办公室Guestamenities客用区域第七页，共三十六页。

SecurityDistributionPoint保安岗位分布点:LobbyEntrance大堂入口处Lobby大堂StaffEntrance员工入口处CarParkingAreaExit(-1B)车道出口处（负一层）Passagefrom-1Bto-2B负一层到负二层的通道处CCTVRoom监控中心GuestRoomArea(3SecurityStaff)客房区域（共3个保安员）Patrol（2

SecurityStaff）2个保安员不间断巡逻第八页，共三十六页。Watchman’sTour巡逻路线LobbyArea大堂区域:

LobbyEntranceCarParkArea→LuggageRoom→Lobby→LobbyBar→BusinessCentre→WineBar→GreenTea→ChineseRestaurant→ChineseShowKitchen→BBQKitchen→BBQRestaurant→FireStaircase外围停车场→行李房→大堂→大堂吧→商务中心→酒吧→逸醉茶廊→中餐厅→中厨开放式厨房→巴西厨房→巴西烧烤餐厅→消防楼梯

Guestroomarea客房区域:

EachBlockAreaAccess→AllPassageway→Landscape→SPA→RiyueSquare各区域通道→各出入口→绿化区域→水疗→日月广场第九页，共三十六页。Basement1/-1楼：

CCTVRoom→SecurityOffice→StaffEntrance→EngineerOffice→EDPOffice→Male/FemaleLockerRoom→TVEquipmentRoom→CarParkArea→FireStaircase→FireDoor→HROffice→Meetingrooms→HealthClub→ExecutiveOffice→CrowneFunctionRoom消防控制中心→保安部办公室→员工出入口（打卡区）→工程部办公室→电脑房→员工更衣室→电视房→停车区→消防楼梯→人力资源部办公室→会议室→健身中心→行政办公室→宴会厅Basement2/-2楼CarParkArea→StoreRoom→StaffRestaurant→BanquetKitchen→StaffSmokingRoom→Toilet→ExecutiveChefoffice→Stewardingoffice→GeneralCashierOffice→FinanceOffice→DormitoryforShift→StaffRecreationRoom→DFBoffice→CrowneBallroom→Fireshutterdoors→Fire-fightingequipment(access).停车场→库房→员工餐厅→宴会主厨房→吸烟室→洗手间→总厨办公室→管事部办公室→出纳办公室→财务部办公室→男（女）倒班宿舍→职工娱乐室→餐饮部办公室→大多功能厅

第十页，共三十六页。巡逻期间重点检查以下情况：

InspectionPointsToNoteSuspiciouscharactersandvehicles可疑人员和车辆OnLookoutforHiddenDangers安全隐患,安全破坏3.SuspiciousCharacters明显的犯罪动机4.DarkAreasandareasnotmonitoredbyCCTV没有照明设备的区域5.Theindicatorlightsofemergencyexitsareinworkingorder紧急出口指示灯没照亮或指示错误区域方向6.Theemergencyaccessdoorsandexits紧急安全出口区域被锁或不能通过7.Checkrubbishbinsandotherreceptaclesatstairlandingarea楼梯间的垃圾箱或设备Checkformissingordamagedfire-fightingequipmentandthedoorwithhiddentroubleorbeprizedup缺少或损坏的消防器材，存在安全隐患或已经被撬开的门Ensurethefirestaircasesandfireaccessareasarenotblocked.消防楼梯或消防通道是否被占用Uncaredkids无人照料的小孩Anyactscontraveninghotel’spolicy其他违反酒店政策的行为第十一页，共三十六页。AsamemberoftheEmergencyResponseTeam(ERT),Securityperformsavitaltask–ensuringthesafetyofInterContinentalHotelsGroup’sguests,employeesandproperty.应急反应小组的成员履行的一个很关键的任务是确保洲际酒店集团客人、员工和财产的安全。

MembersoftheERTareresponsibleforongoingfirepreventionactivities.应急反应小组成员对消防活动负有责任。ConstantinspectionsarerequiredtoensurethatallInterContinentalHotelsGroupsafetyandsecurityrules®ulationsandeveryfiresafetylawsarebeingobserved.持续不断日常巡逻和检查，要确保时刻遵守洲际酒店集团的安全条例和消防安全法TheEmergencyResponseTeamalsoservesasafirepreparednesstaskforce,drilledandexperiencedinthebasicproceduresoffirecontainmentandsuppression,abletoextinguishandmanageafireinitsbeginning(initial)stages,-untiltheprofessionalfiredepartmentmembersarrive.应急反应小组还作为一支消防预备队，对消防控制与抑制的基本原理进行操练，在火灾初始状态时可以进行控制，直到专业消防部门人员到达消防现场ThegoaloftheEmergencyResponseTeamtrainingistocreateathoroughlywelltrainedteamthatmaintainsthehigheststandardsoffirepreventionandispreparedtoactquicklyandeffectivelytosavelivesandminimizepropertylossshouldafireoccur.应急反应小组培训的目的是创造一支技能全面的队伍，具有高标准的防火能力，当火灾发生时能最快最有效地减少损失和拯救生命。应急反应小组第十二页，共三十六页。应急反应小组组织构架图

ORGANISATIONOFTHEEMERGENCYRESPONSETEAMEmergencyResponseTeamDirector应急反应小组总监ERTShiftCaptain应急反应小组当值领班(Dayshift)早班ERTShiftCaptain应急反应小组当值领班

(Afternoonshift)中班ERTShiftCaptain应急反应小组当值领班

(Nightshift)夜班ERT

Member应急反应小组成员ERT

Member应急反应小组成员ERT

Member应急反应小组成员ERT

Member应急反应小组成员ERT

Member应急反应小组成员ERT

Member应急反应小组成员ERT

Member应急反应小组成员Division/Dept.Heads部门总监、经理Division/Dept.Heads部门总监、经理Division/Dept.Heads部门总监、经理第十三页，共三十六页。

Structure应急反应小组结构Thehotel’sEmergencyResponseTeamshallincludeatleasttwoemployeesfromeveryshift.TheEmergencyResponseTeamDirector–theChiefSecurityOfficer/ChiefEngineer–coordinatestheeffortsofeveryemployeewhomustbetrainedtohandleemergencysituations.酒店每个班次内至少要有两名应急反应小组成员。应急反应小组总监–保安部经理/总工程师–负责协调每位员工参加培训来处理紧急情况发生。Inthatcapacity,theEmergencyResponseTeamDirectorisresponsiblefortrainingandmaintainingthehighlevelofreadinessintermsofpeopleandequipment.应急反应小组总监负责培训并且保证高水平的人员和设备的配备。TheShiftCaptainisthehighestauthoritypresentinthehotelwhenanemergencyoccurs.Dependingonthetimeofdayorweek,thiscanbetheGeneralManager,ResidentManagerorManageronDuty.当酒店内发生紧急情况时，领班具有最高权威。由于工作日的关系，负责人也可是当班的总经理，驻店经理，或者行政值班经理。TheShiftCaptainmustbefullyfamiliarwitheverydetailofallemergencyproceduresandcloselyacquaintedwitheverymemberofthehotel’sEmergencyResponseTeam.领班必须对紧急情况处理程序的每一个细节都要了如指掌，并且熟知酒店紧急反应小组的每位成员。第十四页，共三十六页。MemberofERT组织成员ChiefSecurityOfficer保安部经理ChiefEngineer总工程师GM/RM/MOD总经理/驻店经理/行政值班经理(Morningshift)早班GM/RM/MOD总经理/驻店经理/行政值班经理(Afternoonshift)中班GM/RM/MOD总经理/驻店经理/行政值班经理(Nightshift)夜班HSKPTeam管家部Concierge礼宾部Kitchen厨房Engineer工程部HSKPTeam管家部Concierge礼宾部Kitchen厨房Engineer工程部HSKPTeam管家部Concierge礼宾部Kitchen厨房Engineer工程部HSKPTeam管家部Concierge礼宾部Kitchen厨房Engineer工程部HSKPTeam管家部Concierge礼宾部Kitchen厨房Engineer工程部HSKPTeam管家部Concierge礼宾部Kitchen厨房Engineer工程部Division/Dept.Heads部门总监、经理Division/Dept.Heads部门总监、经理Division/Dept.Heads部门总监、经理第十五页，共三十六页。Inaddition,theShiftCaptainmustpossess此外，领班必须具备:Practicedoperatingknowledgeoffirefightingequipmentandotheremergencyequipmentineverypartofthehotel:熟练使用酒店内各地方的灭火设备和其他紧急设备的操作手法。Familiaritywiththelocationofallexitsfromtheproperty:熟悉酒店各出口的位置。Practicedunderstandingofcurrentevacuationproceduresandoperationofthehotelsevacuationalarmsystem;熟知目前酒店撤离程序和撤离预警程序。Andthesplit-secondjudgmentrequiredtomakecrucialdecisionsintimesofemergency.：当紧急情况发生时，瞬间能做出关键性决策。第十六页，共三十六页。EmergencyResponseTeamTrainingprovides应急反应小组培训提供:Awarenessoffirefacts消防意识常识Familiaritywithfirefightingequipment熟悉灭火设备Interactionwithemployees,guestsandFireBrigadefirefighters与员工、客人和消防人员进行互动Emergencyandfirefightingskills紧急情况和消防技能Firedrillparticipation参加消防演习第十七页，共三十六页。FireAlarm/EvacuationPlan&FlowChart

消防疏散计划和流程图消防接警及疏散预案Fire-EvacuationPlan第十八页，共三十六页。TypeofFire火灾类型

OrdinaryCombustibles一般火灾Wood木材Cloth衣物Paper纸张Rubbish垃圾FlammableLiquids液体火灾Paint油漆Grease油脂Oil石油Gasoline汽油LiveElectrical电器火灾(MalfunctioningEquipment)Motors马达ControlPanels控制板Wiring线路CombustibleMetals金属火灾(Notnormallyfoundinhotels)Magnesium酒店不多见，多为电磁着火TypeAfiresinvolveordinarycombustiblesfoundineveryproperty–wood,cloth,paper,rubbishandplastic.A类火灾多为一般燃烧物引起，它们为–木材、衣物、纸张、垃圾及塑料等。TypeBfiresoccurwhenflammableliquidsincludingpaint,grease,oilandgasoline–ignite.B类火灾为可燃液体如油漆、油脂、石油及汽油等点燃所致。TypeCfires,liveelectricalfires,arecausedbymalfunctioningelectricalequipment,suchasmotors,controlpanelsandwiring.C类火灾为电火，是由马达、控制板、线路等着火所致。TypeDfires,whichrarelyhappeninhotels,arethoseinwhichcombustiblemetalssuchasmagnesiumareinvolved.D类火灾在酒店不多见，是由可燃金属如镁等着火所致。酒店的消防培训主要侧重在A、B、C类火灾。HotelfirefightingtrainingwillmainlyinvolveTypeA,BandCfiresonly第十九页，共三十六页。FIREFIGHTINGEQUIPMENT灭火器材Fireextinguishers灭火器Fireextinguishersarelocatedthroughoutthehotel.Inthecourseoftraining,allstaffwillbecomefamiliarwiththeexactlocationofeveryfireextinguisherinourhotel–andhoweachmustbemaintainedtoassureitsusefulnesswhenneeded.灭火器遍布酒店。在培训的过程中你会熟悉酒店中每一个灭火器的确切的放置位置，以及如何确保灭火器的维护以备不时之需。Justasfiresaredividedintocategories,fireextinguishersarealsodesignatedbycategories–A,BandC–thatindicatewhattypesoffiretheyaredesignedtocombat.正如火灾被分为不同的类型，灭火器也相应地被分为A、B、C不同的类型，从而对应地适合扑灭不同类型的火灾Someextinguishersareratedforallthreekindsoffires–A,BandC–whileothersarelimitedtoonlyoneortwoclasses有些灭火器适合扑灭所有A、B、C三类火灾–而其它灭火器则只适合扑灭一类或两类的火灾第二十页，共三十六页。FIREEXTINGUISHERSELECTIONCHART灭火器使用选择表第二十一页，共三十六页。Eachtypeofextinguisherpossessesitsowndischargetimeandsimilarly,eachkindhasitsownchargerange.Generallyyoushouldstandatleast5mawayfromthefire,withanywindtoyourback,whileextinguishingafirewithanextinguisher.

每种类型的灭火器都有其各自的喷射时间与射程。一般情况下，扑灭火灾的时候，我们需要站在上风向，距火焰5米处使用灭火器灭火。Thisinformation,containedonthechartbelow,isvitalinformationwhichallstaffshouldmemorizeinordertocopeeffectivelywithfiresofanytype.

记住如上图表所包含的信息可以帮助你有效地应付不同类型的火灾，故而十分重要。第二十二页，共三十六页。

FireHoses消防水龙带Therearetwobasickindsofhoses,whichmeasure有两种基本类型的消防水龙带它们的尺寸是：第二十三页，共三十六页。Hoses38mmindiameterorsmallerandrequireonlyonepersontooperatethem:apersonfullytrainedintheiruse,forexampleanERTmember.直径38毫米或小一些的水龙带只用一人操作即可：一个受过训练的人如应急反应小组成员。Operating65mmhoses,whichrequirethreepeopletoholdthem,isnormallydonebythefiredepartment.Inanemergency,ERTassistancemayberequiredbythefiredepartmentinusingthesehoses.65毫米的水龙带，需要三人进行操作，通常用于消防部门。紧急事件发生时，应急反应小组可能被要求协助消防部门操作水龙带。第二十四页，共三十六页。HoseNozzles管口

Twotypesofhosenozzlesarecurrentlyusedwithhotelfirehoses目前酒店灭火水管使用两种类型的管口.Thestraight-streamnozzlehasnoadjustmentforfogpatterns,noshut-offcapacityandtendstocreateconsiderablewaterdamage.Itisalsomorehazardoustouseintheeventofelectricalfires.Thestraight-streamnozzleisdesignedtothrowahighvolumeofwateronafireat9mand15m.直流管口没有水雾型喷嘴的调节器，不能立即关闭，易造成相当可观的水灾。如果附近有电的话使用时更加危险。当火势达到9米到15米时，可采用直流型管口。Theadjustablefognozzle–withbuilt-inshut-offcapacity–istherecommendedtype.Butbecauseitsshut-offvalvecreatesgreaterpressure,thefognozzleshouldonlybeusedwithlinedfirehoses.Withtheadjustablefognozzleyouhaveachoiceofwaterdischargepatternandquantity.。可调节型水雾喷嘴–可立即关闭–推荐使用此类型但由于立即关闭时会产生巨大压力，水雾型喷嘴只能用于直线形的灭火水管。你可以调节喷嘴来选择水流类型和流量。第二十五页，共三十六页。

AutomaticSprinklerSystems自动喷淋系统

Thequickestandsurestmethodofextinguishingorcontrollingafireisbyuseofautomaticsprinklersystems.OurEngineeringstaffshouldknowthelocationsoftheshut-offvalvesfortheautomaticsprinklersysteminourhotel,sothatwecanbepreparedtoturnthemoffwhenrequestedtodosobythefiredepartment,afterafirehasbeencompletelyextinguished.扑灭或控制消防最迅速最有效的方法就是使用自动喷淋系统。你应该知道酒店自动喷淋系统关闭水管的位置所在，这样当火已经被完全扑灭，消防部门需要关闭水管时，你可以将它关闭。第二十六页，共三十六页。OtherFire-FightingEquipment&Facility其它消防设施设备

InstallationofaproperlylabeledandfullystockedEmergencyResponseTeamkitandFirebuggyatthepropertyisanotherfire-fightingmust.Thefiredrillsinwhichweparticipateincludetrainingintheproperuseofeveryitemoffirefightingequipmentatourproperty–includingthesekitsandbuggy.酒店内应急反应小组背包上贴上适当的标签，装备配备完全，和/或消防推车的安装是其它必备的消防工具。消防演习包括所在酒店的每一种消防设备的使用培训，包括工具箱和消防推车。第二十七页，共三十六页。灭火器

Fireextinguisher消防水枪头

Firefightingwaternozzles自动喷淋头

Sprinkler消防水带

WaterHoses

第二十八页，共三十六页。防毒面罩

Gasmask消防头盔

Firehelmet应急灯

Emergencylighting对讲机

Walkie-talkie消防服

FireFighting

Apparel第二十九页，共三十六页。担架

Stretcher消防斧和消防扳手

Firefightingaxe&spanner电瓶车

Buggy第三十页，共三十六页。消防灭火推车

Fireextinguishingcart消火栓箱

FireHydran