洲际酒店集团危机应对计划范本

洲际酒店集团危机应对计划范本危机应对打算范本©2010AllRightsReservedSixContinentsHotels,Inc.,anIntercontinentalHotelsGroupcompany2010版权所有六洲酒店，洲际酒店集团公司所属InterContinentalHotelsGroupGlobalRiskManagement洲际酒店集团全球风险治理TABLEOFCONTENTS名目KeyContacts要紧联系人Introduction简介Scope范畴Objectives目的ManagementCommitment治理层的承诺CrisisResponsePlanning危机应对打算RiskProfile风险构成CrisisTeams应急小组CrisisManagementTeam(CMT)危机治理小组EmergencyResponseTeam(ERT)紧急应对小组CrisisResponseTraining(CRT)应急培训CommunityStakeholders社区利益相关者EmergencyResources应急资源KeyVendors/Suppliers要紧承包商/供应商MutualAid共同协助CrisisOperationandControl驾驭危机及操纵危机Roles,Responsibility,andAuthority职务，责任和监管CrisisReporting危机报告Documentation文案记录MajorIncidentHotelProfile重大事件酒店记录表Communication&ActivityLog通讯及活动记录CrisisDebriefForm危机处理情形回执表CoreCrisisResponseProcedures核心危机应对流程Evacuation疏散Shelter-in-Place就地庇护GuestswithDisabilities有残疾的客人Communication通讯CrisisCommunicationCenter危机处理中心Guest来宾Staff职员Media媒体Evaluate评估ExercisesandTesting练习及测试ManagementReview治理层审查KeyTelephoneNumbers–ImmediateNotification要紧号码–赶忙通知IHGGlobalCrisisCommunicationCenter洲际酒店集团全球危机处理中心801-606-5907IHGAmericasOffice洲际酒店集团美洲办公室IHGEurope,MiddleEast,andAfricaOffice洲际酒店集团欧洲，中东及非洲地区办公室IHGAsiaAustralasiaOffice洲际酒店集团亚洲及澳亚地区办公室INTRODUCTION简介CrisisResponsePlan(CRP)Scope危机应对打算范畴ThisCrisisResponsePlan(CRP)providesasystematicframeworkfortheplanning,mitigation,response,continuityandrecoveryfordisruptiveincidentswhichmayimpactthehotel.

Disruptiveincidentswhichmayimpactthehotelincludenaturaldisasters,environmentalaccidents,technologicalmishaps,andman-madedisasters.

针对可能对酒店造成的毁灭性事件，紧急应对方案提供了一个如何预防，削弱，应对，连续及重建的系统性框架。可能会阻碍酒店的破坏性事件包括自然灾难，环境事故，技术事故和人为事故。ThecorepurposeoftheCRPistoanticipateandmanagethesedisruptiveincidents,minimizingtheimpactofapotentialcrisisonhoteloperationalresilienceandcontinuity.危机应对打算的核心目的是要预见到并处理好这些破坏性事件，尽量减少潜在危机对酒店运营复原及连续性的冲击。ACrisisisadisruptiveincidentorconditionthatmayescalatethroughabruptorsignificantchangerequiringurgentattentionandactiontoprotectlife,assets,property,ortheenvironment.

Thesemayarisefromnaturaldisasters,environmentalaccidents,technologicalmishaps,orman-madedisasters.

ACrisismayresultinasituationthatthreatenslifesafety,hoteloperationalcontinuity,hotelandbrandprofitabilityandreputation.

Themanagementoftheseeventsisoutsidetherealmofthehotel’snormalmanagementprocess.危机是一种通过短时刻或庞大变化而升级的破坏性事件或情形，需要赶忙付诸行动来保全生命，财产的安全以对物业和环境的爱护。危机可能来源于自然灾难，环境事故，技术事故或人为事故。一场危机可能威逼到生命的安全，酒店的连续运营，酒店及品牌的利润及声誉。对这些事件的治理超出了酒店的正常治理流程范畴。CRPObjectives危机应对打算目的Theobjectivesofthehotel’sCRParetoanticipate,mitigate,respondto,andrecoverfromdisruptiveincidents.

TheCRPcontainscrisis-specificprocedureswiththefollowingpriorityobjectives:危机应对打算目标是关心预估破坏性事件，减轻破坏事件带来的缺失，及时应对破坏事件及尽早从破坏事件中复原。Preservelifesafety爱护生命安全Protectassets爱护财产安全Preventfurtherescalation禁止事件升级Minimizelengthofdisruptiontothehotel缩短酒店运营中断期Maintaincriticalhoteloperationalcontinuity保证酒店紧要业务的连续性Resumenormaloperations复原常规运营Protecthotelandbrandreputation爱护酒店及品牌的声誉ManagementCommitment治理层承诺SampleGeneralManagerStatementofCommitment总经理承诺书范本Thesafetyofourcolleagues,guestsandthepublicisvitallyimportanttoourhotel.

Therefore,wearecommittedtodeveloping,achievingandsustainingasafeenvironment.Thisrequiresasignificantcommitmenttocrisisplanningandtraining,beginningwithmanagementandinclusiveofallcolleagues.

Ourcrisisresponseplanwillbeincorporatedasthestandardofpracticeforourhotel.

我们酒店客人，职员及公众的安全和我们的酒店安全一样至关重要。因此，我们致力于建立，实现和爱护一个安全的环境。这需要我们每个人都对危机规划和培训做出庞大的承诺，从治理层开始直至所有职员。我们的危机应对打算将会纳入我们酒店的操作标准。Iaskallcolleaguestoinvolvethemselvesinthecrisisprevention,planningandresponseprocesses.

Icommitthemanagementteamtoallocatingthenecessaryresourcestoproperlyprepareandimplementthehotel’scrisisplan.Ourhotelwillholdbothmanagementandcolleaguesaccountableforparticipationandinputintothehotel’scrisisresponseplan.我要求所有的同事们都积极参与危机的预防，规划和应对行动中去。我保证治理团队会将必要的资源用于正确预防和实施酒店的危机应对打算。酒店的治理层和职员都有责任参与和投入酒店的危机应对打算。GeneralManager:总经理______________________________________(signature)签名Date:日期______________________CRISISRESPONSEPLANNING危机应对打算RiskProfile风险概况OurhotelreviewedpotentiallossesinregardstocrisisinthemetroareaandhavedeterminedwhatperilsourCrisisResponsePlanmustinclude.我们酒店审查了在市中心区域的危机可能带来的缺失，并决定了我们的危机应对打算必须包含的危险。InsertyourRiskProfilehere:在那个地点插入你的“风险概况”（表）：CrisisTeams危机小组Thehotel’sCrisisResponsePlaninvolvestwodistinctteams.ThesetwoteamsincludetheCrisisManagementTeam(CMT)andtheEmergencyResponseTeam(ERT).ThedistinctionbetweenthesetwoisthattheCMTisresponsibleformanagementoftheoverallCrisisResponsePlanandassumesdecision-makingauthorityduringand/orshortlyafteracrisisevent.TheERTisateamofaction;theyarethefirstresponderstoacrisissituation.OftentheERTimmediatelyexecutesthecrisisproceduresandthenlookstotheCMTfordirectionaftertheonsetofthecrisisevent.TheCMTistypicallycompromisedofexecutivemanagementandhasarelativelystaticroster.Alternatively,theERTiscomprisedofmanagementandstaffonsiteatthetimeoftheevent酒店应急打算涉及到两支独立团队。这两支团队分别是危机治理小组及紧急应对小组。他们的区别在于危机治理小组负责整体的危机回应打算并在危机发生时或发生后赶忙把握决策权。紧急应对小组是一支行动小组，他们是第一时刻对危机作出回应的人员。通常他们会赶忙执行应急方案并向危机治理小组寻求应对方向。危机治理小组通常由高级治理人员组成，且人员名单比较稳固。而紧急应对小组是由危机发生时现场治理人员及职员组成的。CrisisManagementTeam(CMT)危机治理小组Theroleofthehotel’sCrisisManagementTeam(CMT)isto:酒店危机治理小组的角色是：Evaluaterisksandexposurestothehotel评估风险及其带来的损害Developandupdatecrisisresponsestrategies制定和更新应急策略Aidincrisisprevention协助预防危机Trainstaffinemergencyprocedures培训职员紧急应对流程Conductperiodicsafetyandsecurityinspectionsofthehotel定期在酒店进行安全检查Ensurethatauthoritiesarenotifiedimmediatelyduringacrisis确保政府部门及时了解危机的状况Providepreliminaryfirstaid提供第一时刻的救助Provideforthesafeevacuationofguestsandemployees提供客人和职员的安全疏散Provideforthesaferelocationandtransportationofguests为客人提供安全转移及交通Securehotelassets保证酒店财产安全Evaluateandreportlosses评估及汇报缺失Restoreoperationsinatimelymanner及时复原营运MembersofourCrisisManagementTeam:我们的危机治理团队成员：Position职位Primary要紧人员BackUp1第一后备BackUp2第二后面DateTrained培训日期CrisisManager危机经理StaffSupportCoordinator职员支持和谐员GuestSupportCoordinator客人支持和谐员TechnicalSupportCoordinator技术支持和谐员EmergencyResponseTeam(ERT)紧急应对小组TheprimaryroleoftheEmergencyResponseTeam(ERT)istomanagetheorderlyevacuationorshelter-in-placeofguestsandemployeesintheeventofanemergency.Itssecondaryroleistoimplementpre-setprocedurestocontrolandminimizedamagetoindividuals,thehotelandthebrand.应急小组的首要任务确实是在紧急情形下，有序疏散来宾和职员，提供更多庇护场所。其次要任务是落实预先设定的流程，减少给个人，酒店及整个品牌带来的危害。MembersofyourEmergencyResponseTeammayinclude:紧急应对小组要紧成员包括Director–Thispersonhasauthoritytomakedecisions(ManageronDuty)指挥官–一个有权来做决定的人(值班经理)FirstResponder–ThispersonisinchargeofcontactingemergencyservicesanddispatchingtheERT(Engineering,GuestServiceRepresentative,PBX)应急第一反应员-这人要紧负责联系紧急援助和调度紧急应对小组（工程，礼宾，接线）CrisisSquad–Thesearethe“action”people(Engineering,ShiftSupervisors)应急小分队–这些是“行动”人员（工程师，领班等）Communicator–ThispersonfieldsguestphonecallsandoperatesthePBX(FrontDeskSupervisor,PBX)通讯人员-这人将回答客人的同时负责接驳(前台主管，接线人员)Utility–Thisisapersonwhoknowsthebuildingwellandcandealwithemergencyservicesoncetheyareonsite(Housekeeping,Engineering,Security)市政配套设施的负责人--这是应当专门熟悉整个大楼的市政配套设施并能妥善处理紧急服务的人员（客房部职员，工程人员，保安）Duringthenightshift,theremaynotbeenoughpeopleondutytodelegateasingletasktooneperson.Therefore,yourERTmaylooklikethis:在夜班时，假如将每项任务指派给一个人，可能会人手不够。因此你的应急小组组成可能会变成如此：Director–ManageronDuty指挥官即值班经理FirstResponder/Communicator–NightAuditor应急第一反应员/通讯人员即夜班值班;CrisisSquad/Utility–Engineering,Housekeeping,Security应急小分队/市政配套设施的负责人即工程师，客房部职员，保安OurERT:我们的紧急应对小组Role职位DayShift日班(Department部门)EveningShift晚班(Department部门)NightShift夜班(Department部门)Director指挥官FirstResponder应急第一反应员CrisisSquad应急小分队Communicator通讯人员Utility公用设施Other其他Other其他Other其他CrisisResponseTraining应急培训Colleagueswillbetrainedonallshifts,atvaryingtimesthroughouttheyear,andwhentherearesignificantchangestothehotel’sRiskProfile.Typesoftraininginclude:不同班次的职员将会在一年内的不同时刻段同意培训，当酒店的风险构成有重大变化时他们也将重新受到培训。培训的形式有：Orientation/Induction基础讲座/介绍Table-TopExercises课堂练习EmergencyResponseTeamDrills应急小组演练DepartmentalDrills部门演练Full-scaleSimulation(e.g.fireevacuation)全方面模拟（例如：火灾疏散）CommunityStakeholders社区利益相关者ThehotelhasprovidedtheCRPtorelevantstakeholders,including:酒店还向有关社区利益相关者提供了紧急应对打算，他们包括Localemergencyservices(e.g.policeandfire)当地紧急救援服务（如警察局和消防局）Buildingtenantsandowners业主和房客Propertymanagementservices物业治理EmergencyResources应急资源Thehotelhasprocuredandmaintainedresourceswhichmaybeneededintheeventofacrisissituation.Theseresourcesincludepersonalprotectiveequipment,toolsandemergencyprovisions.Belowisacurrentlistofthehotel’semergencyresources.酒店差不多采购并储存了一些在危机关头或许能够用上的物资。这些物资包括个人爱护装备，工具和紧急供给。下面是已有的酒店应急资源PersonalProtectiveEquipment个人爱护用品(andotherhotelemergencystaff和其他酒店职员)Otherequipment其它装备Fluorescentjackets荧光服Torch(flashlight)andbatteries手电筒及电池Hardhats硬顶帽Clipboard/notepad书写板/便笺本Latexgloves乳胶手套Penknife裁纸刀Heavydutygloves工作手套Pen,pencil,markers圆珠笔，铅笔，记号笔Facemasks面罩Snapglowsticks荧光棒Goggles防护眼镜Firstaid/lifesafety急救/防身Communications通讯Firstaidkit急救包Twowayradio双向无线电设备Sharpsbox锐器盒BatteryoperatedFMradio电池型调频收音机Heavydutyhazardousmaterialbags重型危险品袋Loudhailer扬声器Spaceblankets太空毯BatteryoperatedFMradio电池型调频收音机KeyVendors/Suppliers要紧承包商/供应商Thehotelhasidentifiedcriticalservicesandsupplieswhichifinterrupted,maynegativelyimpacthoteloperations.Forcriticalservicesandsupplies,redundantprovidershavebeenselected.Belowisalistofkeyserviceandsupplyproviders.酒店差不多确认了哪些是一旦中断，会给酒店造成负面阻碍的至关重要的服务和用品。关于重要的服务和用品，酒店差不多选择进行了额外的储备。Vendor/Contractor承包商/合同商ServiceProvided提供的服务ContactInformation联系方法MutualAid互相协助MutualAidAgreement(s)havebeenmadewithotherhotelsand/orbusinesses.Theagreementsyieldacontractwhereeachpartyagreestoprovideassistancetotheotherintheeventofanemergencythatcausesoneofthehotelstoevacuatetheirhotelresultinginthetransferofguests.差不多与其它酒店/企业签订了互助协议。协议促成了一个合同，合同规定其中一方必须在另一方发生危机，必须疏散整个酒店并需要转移客人的时候提供协助。PrimaryMutualAidHotel/Business要紧互助酒店/企业SecondaryMutualAidHotel/Business次要互助酒店/企业ContactInformation联系方法ContactInformation联系方法AgreementExpiration协议终止日期AgreementExpiration协议终止日期SeeSampleMutualAidAgreementintheAppendix:SupportDocumentation.参见“附录：相关文件”中的互助协议样本CRISISOPERATIONANDCONTROL危机打算的实施和操纵Roles,Responsibilities,andAuthority职务，责任和权力GeneralManager总经理TheGeneralManagerwillallocatethenecessaryresourcesofthehoteltoproperlydevelop,communicateandevaluatetheCRP.TheGeneralManagerretainsdecision-makingauthoritythroughouttheCrisisResponseprocess.TheGeneralManagermayconferthisauthoritytotheCMTathis/herdiscretion.总经理将分配必要的资源用于恰当地进展、传播和评估酒店的危机治理打算。总经理在整个危机应对过程中具有决定权。总经理可依照其意愿将决定权授予危机治理小组。CrisisManagementTeam危机治理小组TheCMTwillmanagethedevelopmentandimplementationoftheCRP.TheCMTwillensuretheRiskProfileforthehoteliscurrent,risk-specificprocedureshavebeendevelopedandcommunicated,colleagueshavebeentrainedandcommunitystakeholdersareinformedabouttheCRP.Atorshortlyaftertheonsetofacrisis,theCMTwillassumemanagementoftheevent.AtthediscretionoftheGeneralManager,decision-makingauthorityforthecrisiswillbeconferredupontheCMT.危机治理小组负责危机应对打算的制定和实施。危机治理小组负责确保酒店的风险构成是最更新的，对应每个风险的流程差不多制定完毕并和所有人沟通过，职员们都受过了相应的培训，社区利益相关者也知晓该应急打算。EmergencyResponseTeam紧急应对小组TheERTwillimmediatelyrespondtoanimpendingoractivedisruptiveevent.TheERTwillimplementresponseprocedures.Aftertheimmediatethreathasbeenaddressed,theERTwilltakedirectionfromtheGeneralManagerand/ortheCMTuntilthedisruptionandthreathavesubsided.应急小组对立即或正在发生的破坏性事件赶忙做出回应。应急小组负责实施应对流程。当被告知发生紧急威逼后，应急小组会依照总经理和/或危机治理小组的指示行动直至该破坏事件或威逼消退。CrisisReporting危机报告Assoonaspracticableaftertheindicationofadisruptiveevent,thesituationwillbereportedtotheGlobalCrisisCommunicationCenter(GCCC).Dependingonthecircumstancesoftheevent,theGCCCmayescalatemanagementinvolvementattheregionaland/orcorporatelevels.依照实际操作性，一旦发觉有任何破坏事件的兆头，需赶忙将情形汇报给全球危机处理中心。依照事件的情形，全球危机信息交流中心可能会将参与人员上升到区域和/或总公司治理层。GCCCTelephone全球危机处理中心801-606-5907Inaddition,disruptiveeventswillbereportedtoinsurancecarriersandgovernmentauthoritieswhereappropriate.此外，在合适情形下，需将破坏性事件报告给保险公司和当地政府。InsuranceReporting保险公司LocalPolice当地警察局LocalFire当地消防局Otherapplicableauthorities其它适用政府部门Documentation文案记录Thehotelwillgenerateandmaintaincrisisdocumentation.TheretentionofthesedocumentswillbeinaccordancewithIHG’sRecordRetentionSchedule.酒店会建立及爱护危机文案记录。这些文件的保留将遵循洲际酒店的记录保管时刻表。MajorIncidentHotelProfile重大事件酒店概况AMajorIncidentHotelProfilewillbemaintainedtoidentifycriticalcontactsandbuildinginformation.重大事件酒店概况将被爱护好，用来确定酒店的关键联系人及各种信息SeeMajorIncidentHotelProfileintheAppendix:SupportDocumentation.参见“附录：相关文件”中重大事件酒店概况Communication&ActivityLog通讯及活动记录ACommunication&ActivityLogwillbemaintainedfromtheonsetofacrisisevent.TheCMTisresponsiblefordocumentingactionsandcommunicationsrelatedtotheevent.危机事件中的通讯及活动记录将被爱护下来。危机治理小组负责书面记录下所有的行动和事件相关的通讯内容。SeeCommunication&ActivityLogintheAppendix:SupportDocumentation.参见“附录：相关文件”中通讯及活动记录CrisisDebriefForm危机处理情形汇报表Aftereverycrisis,aCrisisDebriefFormwillbecompletedandameetingheldtoreviewtheoutcomesoftheincident,andtomeasuretheperformanceandeffectivenessofthecrisisplan.FileeachCrisisDebriefFormforreference.每次危机过后，需要完成一张危机处理情形汇报表。同时，还需组织一次会议来评估该事件的处理结果并衡量应急方案的有效性和实际结果。将所有的危机处理情形汇报表归档备查。SeeCrisisDebriefFormintheAppendix:SupportDocumentation.参见“附录：相关文件”中危机处理情形汇报表CoreCrisisResponseProcedures核心危机应对流程Thehotel’scorecrisisresponseproceduresconsistofafullorpartialevacuation(fire,bombthreat,chemicalrelease,etc.)andshelter-in-place(flood,civildisturbance,windstorm,etc.)scenarios.酒店的核心危机应对流程包括了一个整体或局部疏散（火灾，爆炸物威逼，化学物品泄漏等）和提供就地庇护场所（洪水，骚乱，暴风天气等）的情形。HotelEvacuation酒店疏散Uponactivationofthefirealarmorotherevacuationorder,theERTandhotelstaffwillimplementtheirdepartment-specificevacuationprocedures.Hotelstaffwillassistguestsandhotelvisitorsinevacuatingthehotelandassemblingatthedesignatedassemblypoints.Alternateassemblypointshavebeenidentifiedintheeventtheprimaryassemblypointismadeunsafeorunavailableduetothenatureoftheevent.一听到火警铃或接到疏散指令，紧急应对小组和酒店职员会赶忙实施他们所在部门的疏散流程。酒店职员会协助疏散酒店客人和酒店访客离开酒店去指定的集合点汇合。候补集中点事先已被确认，它只有在要紧集合点因专门的事件性质无法使用或不安全的情形下才使用。PrimaryGuest/VisitorAssemblyPoint要紧的酒店客人/访客集合点AlternateGuest/VisitorAssemblyPoint预备的酒店客人/访客集合点PrimaryHotelStaffAssemblyPoint要紧的酒店职员集合点AlternateHotelStaffAssemblyPoint预备的酒店职员集合点INSERTEVACUATIONMAPHERE(Displayprimaryandalternateassemblypoints)请在那个地点插入紧急疏散图（显示要紧的和预备的集合点）Shelter-In-Place就地庇护Uponreceivingashelter-in-placeorder,theERTandhotelstaffwillexecutetheplan.一接到就地庇护的指令，紧急应对小组成员会赶忙执行原定方案。INSERTSHELTER-IN-PLACEMAPHERE(Displayprimaryandalternateassemblypoints)在那个地点插入就地庇护场所地图（显示要紧的及预备的集合点）GuestswithDisabilities有残疾的客人Forbothevacuationandshelter-in-placescenarios,procedureshavebeenincorporatedintocrisis-specificprocedurestoassistguestsandstaffwithdisabilities.

在紧急疏散和就地庇护两个情形中，针对每项专门危机的应急打算中都有关于协助有残疾的客人及职员的内容。Documentationforguestswhomayneednotification(e.g.hearingorvisualimpairments)ormobility(e.g.wheelchairboundorambulationdifficulty)assistanceinacrisiseventwillbemaintained.关于在危机中需要被专门关注的客人（例如视力或听力障碍）或行动不便（例如坐在轮椅上或行走不便）需要协助的相关信息文案记录会被保留下来。FrontDeskstaffwillmakeanotationinthePMSofobserveddisabilities.

Theseareobserveddisabilitiesonly–theguestwillnotbeaddressedorquestionedaboutanyobserveddisabilities.前台职员会在PMS系统里对客人的可见残疾做相关记录。这些仅仅适用于可见的残疾–客人可不能被提及或质疑任何可见残疾。Additionalnotationontheguestroomwillbemadeinaquicklyaccessibleareasuchasthe“bucket”orwhiteboardinreception.

Thesenotationswillbemaskedfrompublicview.残疾客人的客房号的会赶忙被额外标记到一个快速方便的地点，例如“桶”或前台的白板上。这些标记可不能让公众看到。GuestroomsnotedtohouseguestswithdisabilitieswillbereviewedateachMODshiftchangeover.值班经理交班时需检查残疾客人入住的客房Intheeventofanevacuationorshelter-in-placeaction,proceduresforstafftoassistguestswithdisabilitiesfornotificationormobilityassistancewillbeimplemented.一旦发生紧急疏散或就地庇护，职员会赶忙执行协助那些需要额外关注或需要额外行动协助的残疾客人的流程。 Intheeventofafireevacuation,staffwillassistguestswithmobilitydisabilitiestodesignatedareasofrefuge(e.g.firestairwelllanding).

Dependingontheavailabilityofstaffingandtheevent,staffwillassistguestsdownfirestairsorallowemergencyfireservicestoassist.

在火灾紧急疏散过程中，职员会协助有行动困难的残疾客人去指定避难所（例如逃生楼梯平台）。依照人手情形和事件性质，职员将协助客人到达消防楼梯底部或让救火人员协助。DesignatedAreasofRefuge指定避难所COMMUNICATION通讯GlobalCrisisCommunicationCenter全球危机通讯中心Intheeventofacrisis,theGlobalCrisisCommunicationCenterwillbecontacted.This24-hourcallcenterwillhelpdeterminetheescalationprocess.Guest来宾Duringacrisis,communicationswillbeestablishedbetweentheCrisisManagementTeam’sGuestSupportCoordinatorandguests.Duringapre-determinedevacuationtime,communicationswillbemadeviaaletterandverballybytheGuestCoordinator.Uponanemergencyevacuation,communicationswillbemadetoinformguestsofthedesignatedrelocationcenter.危机中，危机治理小组的客人支持和谐员会负责与来宾沟通。假如事先明白疏散的时刻，通常通过信件的形式或口头由来宾和谐员告知。在紧急疏散过程中，客人们会被告知指定的转移地点。Staff职员Duringacrisis,communicationswillbeestablishedbetweentheCrisisManagementTeam’sStaffSupportCoordinatorandallstaff.危机中，危机治理小组的客人支持和谐员会负责与所有职员沟通。Media媒体TheManageronDutywillrefertheMediatotheCrisisManagementTeamDirector.Priortoprovidinganywrittenorverbalpressreleases,theCMTDirectorwillcontactIHGCorporateCommunicationsforguidance.值班经理会将媒体引荐给危机治理小组指挥官。危机治理小组指挥官会在向提供任何口头或书面的公关稿前向洲际集团的企业传播部门征询意见。Ifthecrisisisofmajorproportions,apressconferenceshouldbeheldwiththeappropriateemergencyservices.SeniorManagement,RiskManagementandCorporateCommunicationswilldealwiththesesituations假如该危机专门严峻，建议召开一个适当救援服务在场的记者招待会。高级经理层，风险治理部门及企业传播部门会处理这些事宜。TheIHGCorporateCommunicationsContactforourpropertyis:______________________洲际集团企业传播部门对口我们酒店的联系人是:______________________EVALUATIONOFPLANPERFORMANCE应急打算各项评估Exercises/Drills练习/演练Thehotelwillconductperiodicexercises/drillstotesttheCRP.Thegoalsoftheseexercises/drillswillbeto:酒店将定期进行练习/演练来测试应急方案。这些练习/演练的目标是：Increasetheefficiencyoftheresponseprocess提高应对流程的效率Reducetheamountoftimerequiredfortheresponse缩短反应时刻Increaseemployeeawarenessandknowledgeoftheresponseprocedures提高职员危机意识和对应急流程的熟悉度Identifyanymodificationsorimprovementsoftheplan.找出任何打算的修正及改进Exercises/Drillsforafireresponsewillbeconductedatleastsemi-annuallyonallshifts.Thefrequencyforothermajorriskexercises/drillswillbeconductedannuallyormorefrequentlyatthediscretionoftheCMT.所有班次的人员每半年必须进行一次火灾应急练习/演练。其它要紧风险相应的应急练习/演练需要在危机治理小组的示意下每年进行或更频繁。MANAGEMENTREVIEW治理层审查TheCRPwillbereviewedatplannedintervalstoensureitsadequacyandeffectiveness.HotelManagementand/ortheCMTwillreviewtheCRPonanannualbasis.

Inaddition,theCRPoraspecificcomponentoftheCRPwillbereviewedunderthefollowingtriggers:危机应对打算将在规划的时刻段被审查，以确保其充分性和有效性。酒店治理层和/或危机治理小组会每年审查危机应对打算。此外，危机应对打算或其特定的一项内容将在下述情形下会被审查：Theriskprofileofthehoteliscompletedormodified完成或调整酒店风险构成Hotelindustrytrendsorbenchmarksdeemitnecessary认为有必要时，酒店业的行业进展趋势或行业基准，Modificationsinlocalregulatory/legalrequirements地点治理/法律要求修改Incidentexperienceyieldsnewinformation过往事件的体会产生新的信息Plantestingandexerciseresultsyieldsimprovedresponseinformation打算的测试和改进工作的结果产生了改善的应对信息CRPManagementReviewdates:危机应对打算治理层审查日期Date日期______________________ Date日期______________________Date日期______________________ Date日期______________________Date日期______________________ Date日期______________________Date日期______________________ Date日期______________________Date日期______________________ Date日期______________________Appendix附录CrisisCommunication&ActivityLog危机通讯及活动记录CrisisIdentification危机识别号_________________Date日期Time时刻Source(Name)来源（名字）DescriptionofActivityorCommunication对活动或通讯的描述 MUTUALAIDAGREEMENT互助协议Hotels酒店:Hotel#1Name:#1酒店名称Hotel#1PhoneNumber:#1酒店号码Hotel#1GeneralManager:#1酒店总经理Hotel#1GeneralManagerEmergencyPhoneNumber:#1酒店总经理紧急联系号码Hotel#1AlternateContact:#1酒店候补联系人Hotel#1AlternateContactPhoneNumber:#1酒店候补联系人号码Hotel#2Name:#2酒店名称Hotel#2PhoneNumber:#2酒店号码Hotel#2GeneralManager:#2酒店总经理Hotel#2GeneralManagerEmergencyPhoneNumber:#2酒店总经理紧急联系号码Hotel#2AlternateContact:#2酒店候补联系人Hotel#2AlternateContactPhoneNumber:#2酒店候补联系人号码Purpose.TheHotelsnamedinthisAgreementacknowledgethateachpartymayfromtimetotimefinditnecessarytoevacuatetheirrespectivehotelsandtransferguestsduetotheoccurrenceofanexternalorinternaldisaster."ExternalDisaster"meansadisasteroccurringorimminentinthecommunitysurroundingaparty.ExternalDisastersinclude,butarenotlimitedto,naturaldisasterssuchashurricanes,andman-madedisasterssuchasactsofterrorism.AnExternalDisastermayaffecttheentireHotel’sfacilityoronlyaportionoftheHotel’sfacility."InternalDisaster"meansadisasteroccurringwithinaparty’sfacilitythatmateriallyaffectstheparty’sabilitytoprovideservices.InternalDisastersinclude,butarenotlimitedto,fires,lossofelectricalpower,orlossofwater/sewerservices.目的：参与本协议的酒店明白每一个成员总有时候由于内部或外部灾难需要将其酒店的客人疏散并转移。“外部灾难”是指灾难发生在或立即发生在该成员酒店周围的一个社区。外部灾难包括但不局限于自然灾难，例如飓风，和人为灾难，例如恐惧突击。一个外部灾难可能阻碍到整个酒店或一部分的酒店设备。“内部灾难”指发生在成员酒店内部，严峻阻碍了该酒店的服务。内部灾难包括但不局限于火灾，断电，断水和无法排污等。ThepurposeofthisAgreementistoprovideshelterfordisplacedhotelguests,patrons,andassociatesintheeventofarequiredevacuationoftheHotelsnamedinthisAgreement.本协议的目的是为协议成员酒店无处可去的客人和职员们在被迫疏散的情形下提供爱护。Scope.Ifanevacuationisordered,theevacuatingHotel(“EvacuatedHotel”)willnotifythehostingHotel(“HostHotel”)immediatelybyphoneordeployingaHotelrepresentativetotheHostHotel.AtthattimetheywillinformtheHostHoteloftheapproximatenumberofevacueesbylatestcopyoftheroominglist.范畴：疏散命令一下，疏散人群的酒店（“被疏散酒店”）将赶忙通过通知或派专人去通知接收酒店（“东道酒店”）。那时，他们会依照最新的酒店客房情形告诉东道酒店大致的疏散人数。Procedures.TheHostHotelwillmakethefollowingarrangements:流程：东道酒店会做如下安排ReceivingRoom:TheHostHotelwillbetaskedonidentifyingareceivingroomwithappropriateseatingalongwithapodiumandmicrophonetoaccommodatetheapproximatenumberofguests,patrons,andassociatesthathavebeendisplaced.接待室：东道酒店需要预备一间安排有小讲台及麦克风同时位子安排合理的接待室来收容（“被疏散酒店”）相应人数无处可去的客人及职员。Food&Beverage:TheHostHotelwillmakereasonableaccommodationsdependingontheextentandtimeofdayoftheevacuationtoprovidelightsnacks,water,coffee,andsodasforthedisplaced.ThecostofthesesnackswillbeabsorbedbytheEvacuatedHotel.餐饮：东道酒店依照疏散的程度及时刻来提供合理的安置，如向被疏散的人们提供小点心，水，咖啡和汽水等。这些小食的费用都将由被疏散的酒店来承担。Relocationofguests:Intheeventofanextendedrelocation,theEvacuatedHotelstaffwillmakeappropriatearrangementswiththeHostHoteltoassigndisplacedguests.TheHostHotelwillbeofferedbasedonavailability,andtheopportunitytohousethoseguestswithspecialneedsi.e.disabled,elderlyandlargefamilies.客人的转移：在一个大范畴的转移事件中，被疏散酒店的的职员会与东道酒店人员一同合理安排转移的客人们。东道酒店依照酒店剩余房间数有机会向那些有专门需要的客人们提供住宿，例如残疾客人，年老者和大伙儿庭。AllevacueeshousedintheHostHotelwillbeprovidedwithreasonableaccommodationofbasictoiletriesissuedfortheirstay.所有住在东道酒店的被疏散客人会得到住宿期间相应的差不多用品。AlternateHousingArrangements:Alloverflowguestsnotrequiringspecialneedswillbeplacedinotherhotelsinthevicinitybasedonavailability.备用住宿安排：所有超出容纳范畴的没有专门需求的客人将依照其它邻近其他酒店客房情形被安排入住。ChargesforServices.AllchargesforservicesprovidedattheEvacuatedHotelorattheHostHotelforgueststransferredpursuanttothisAgreementshallbecollectedbythepartyprovidingsuchservicesdirectlyfromtheguest,thirdpartypayororothersourcenormallybilledbytheparty.ThepartiesagreetocooperatewitheachotherinbillingandcollectingforservicesfurnishedtoguestspursuanttothisAgreement.ThebillingandcollectionofchargesfortransportationoftheguestfromtheEvacuatedHoteltotheHostHotel(andtoreturntheguesttotheEvacuatedHotel)shallbehandledamongtheEvacuatedHotel,theguestandthetransportingmedium.服务收费：依照本协议所有在被疏散酒店产生的服务费用和在东道酒店向转移客人提供的服务产生的费用将由提供服务的一方向客人直截了当收取，或通过第三方转账抑或通过和该方有财务往来的其它途径收取。依照本协议双方同意在计费和为有偿客人提供服务上相互合作。把客人从被疏散酒店转移到东道酒店（及将客人从东道酒店送回被疏散酒店）的费用收取在被疏散酒店，客人及运输公司三者间协商。GoverningLawandForum.EachHotelwillcomplywithallapplicablefederal,provincial,state,andlocalemploymentandotherlaws,governmentregulationsandorders.ThelawsofthestatewheretheHostHotelislocatedandthecourtsofthatstateshallhavejurisdictiontosettleanydisputearisingundertheAgreement.管辖法律及范畴每家酒店将遵守所有适用的联邦，省，州和地点就业和其他法律，政府规章和命令。东道酒店所在州的法律应具对该协议产生的任何争端具有管辖权。MutualIndemnification互相保证Eachpartywillindemnifytheother,itsparent,subsidiaries,andaffiliatesandtheirofficers,directors,employees,andagents("IndemnifiedParty")against,andholdthemharmlessfrom,andpromptlyreimbursethemforallcostsandexpenses(judgments,fines,damages,legalfees,courtcosts,etc.)byreasonofanyclaim,demand,tax,penalty,judicialoradministrativeproceedingorinvestigationarisingsolelyfrom:任何一方能够针对另一方，及其母体，子公司，附属公司，他们的治理人员，董事，雇员和代理商（被补偿方）进行补偿，保证其不受损害，并及时偿还他们的一切费用及开支（判决，罚款，损害赔偿，律师费，诉讼费，等）依照下述条件以任何理由要求，需求，税收，罚款，司法或行政程序或调查：anyprovennegligentactoromissionofIndemnifyingParty,itsparentdivisions,andsubsidiariesandtheirofficers,directorsandemployees("IndemnifyingParty");补偿方及其母公司，附属机构及其人员，董事和雇员（“补偿方”）的任何经证实的疏忽行为anyprovendefectiveproductorserviceprovidedbyIndemnifyingParty;补偿方任何被证明有缺陷的产品或提供的服务anyprovenfailureto