Emergencyproceduresmanual

1、Parkyard Hotel SECTION : EMERGENCY PROCEDURES REFERENCE :TABLE OF CONTENTS TABLE OF CONTENTS Objectives Imp lementation Introduction Fire Procedures Fire In formatio n Fire P reve nti on P rogram Fire Equipment Safety/Co ntrol Areas Fire Brigade Committee Fire Evacuatio n Plan Section 1 Bomb Procedu

2、res PBX Dep artme nt P rocedures Bomb Threat Check List Buildi ng Search Plan Section 2 Flood Procedures Section 3 Earthquake Procedures Earthquakes After an Earthquake Earthquake Safety P rogram Section 4 Typ hoon Procedures Preparing for a Typhoon Evacuatio n No Evacuati on During a Typhoon Sectio

3、n 5 Power Failure Bell Cap tai n Chief Engin eer Rooms Divisio n Man ager Section 6 CODE: REFERENCE : TABLE OF CONTENTS SECTION : EMERGENCY PROCEDURES TABLE OF CONTENTS CON Section 7 Water Shortage Chief Engin eer Section 8 Political Crisis Staffi ng In formatio n Person In formi ng the Guest Emerge

4、 ncy Service and Supp lies Reviewing the PlanSection 9 Devel oping an Emerge ncy P la n P romoti ng a Safety Attitude Everyday SECTION : EMERGENCY PROCEDURESREFERENCE : OBJECTIVES CODE: OBJECTIVES OF THE EMERGENCY PROCEDURE STANDARD The objectives of the Sta ndard are to : 1. Assist the GM in impi e

5、me nting an emerge ncy p rocedure system that p romotes the safety of guests, staff and hotel prop erty. 2. Prepare staff in handT ing an emerge ncy. 3. Assist each dep artme nt in trai ning their staff to un dersta nd the emerge ncy p olicies and p rocedures. CODE: SECTION:EMERGENCY PROCEDURESREFER

6、ENCE : IMPLEMENTATION IMPLEMENTATION OF THE STANDARD To better un dersta nd the Sta ndard, pl ease become familiar with the table of conten ts. Each sect ion outli nes what role each department must take in an emergency. The first section, “Fe Procedures g oes into great depth detailing all the stan

7、dard emerge ncy p rocedures. The sam pie evacuatio n p la n that is pro vided in the “Fe Procedures Secthn” must be customized by hotel in order that the plan meets the n eeds of the hotel. The plan meets the n eeds of the hotel. The plan should the n be reviewed on a regular basis as part of emerge

8、 ncy planning and prep aratio n. The GM, Rooms Divisio n Man ager, Chief Engin eer and Security should become familiar with the Stan dards. Each in dividual secti on should the n be p assed on to the approp riate mange through training. CODE:# SECTION:EMERGENCY PROCEDURES REFERENCE : INTRODUCTION Th

9、e followi ng emerge ncy p rocedures outl ine how to react in the eve nt of a fire, bomb threat, flood, earthquake, or water shortage. 1. Because disasters ofte n hit us whe n we are least prepared, it is important that staff is familiar with the p rocedures and equipment to avoid con fusi on and to

10、con trol and mini mize damage. 2. Every hotel must have an overrid ing paging system which can be heard in all areas of the property. These areas in clude outdoor, back-of-house, fron t-of-house and guest Room. Every hotel must also have wireless com muni cati on for use duri ng the emerge ncies. 3.

11、 Code nu mbers must be uniformly used on the overrid ing paging system to alert staff of an emergency situation and are as follows: 4. Con tact the followi ng people in the eve nt of an emerge ncy (in order of seque nee): GM Chief Security Chief Engin eer Rooms Divisio n/Reside nt Man ager/EAM Food

12、and Beverage Man ager If the GM is not on the prop erty, con tact the n ext person on the list. CODE:5 Resort n ame CODE: SECTION : EMERGENCY PROCEDURES REFERENCE : FIRE PROCEDURES FIRE INFORMATION HOW FIRES BURN 1. To produce a fire, FUEL, HEAT, AND OXYGEN must be simulta neously p rese nt.Without

13、anyone of them, a fire cannot start or con ti nue to burn. 2. Fires may be placed into one of three classifications based upon their source of fuel. For each, a differe nt method of exti nguishme nt must be used as show n below: CLASS FUEL E METHOD OF XTINGUISHING TYPE OF EXTINGUISHER A Paper, cloth

14、, wood, rubbish Quen chi ng Water, Dry chemical. B Liquids (gas, oil, pain ts, Cook ing oils) Smotheri ng Dry chem. C Fire in live electrical equipment Non-con ductor Dry chem. SECTION : EMERGENCY PROCEDURES REFERENCE :FIRE PROCEDURES IF YOU DISCOVER A FIRE 1. Stay calm and do not panic. 2. Once a f

15、ire is sus pected in an area, do not open any doors without first check ing to see if they are warm. If so, leave the doors closed. 3. Never open a door if smoke is coming out. 4. Activate the internal fire alarm system. 5. locati on of the smoke or fire. Con tact the op erator and give your n ame a

16、nd the exact FIRE FIGHTING TIPS 1. Try to remove flammable materials from the fire zone (i.e. curta ins, sheets, table cloths, pain ts, clea ning supp lies, oil, gasoli ne, fuel, light wood, pl astics, etc.). 2. Atte mpt to fight fire with available ext in guishers un til help arrives. 3. If a perso

17、n catches on fire, cover them with bla nkets or sheets. This will ext in guish the fire since fire can not burn without oxyge n. CODE:7 Resort n ame CODE: SECTION : EMERGENCY PROCEDURES REFERENCE : FIRE PROCEDURES FIRE PREVENTION PROGRAM FIRE DRILLS Security Dep artme nt should con duct fire drills

18、every two mon ths to en sure that staff know How to res pond in the eve nt of a fire. FIRE TRAINING PLAN It is imp Orta nt to educate all staff in p reve nti ng fires. This invo Ives training and drills on a regular basis as follows: 1. The gas valves must be turned off by the Chef at the end of eac

19、h day. A hanging chart should be kept in the kitche n and sig ned once the valves have bee n turned off. Engin eeri ng must test the fire alarm con trol systems weekly and test the fire hose and ext in guishers quarterly. They should be checked for both p ressure and content. 2. Although the tanks m

20、ay be p ressurized accordi ng to the guage, the content may comp ress and not be usable. Huma n Resources should test the p erforma nee of the fire brigade mon thly. Thus, the fire brigade will be called using Code Red. 3. Drill should be con ducted bia nnu ally. (Guests must be no tified p rior). T

21、he p agi ng system must be tested in every gues room and all p ublic areas. Three ran dom sprin kler systems should also be checked. FIRE EXTINGUISHIERS Fire extinguishers are supplied through Fire extinguishers are set through the property in relevant areas to ensure the safety of our customers pro

22、perty and associates alike. The responsibilities for the upkeep and checking is done through our security office who is assigned to the personnel department. Each extinguisher should have a bin card attached with the date of inspection, also indicated would be the typed of extinguisher. The procedur

23、e would be that on a monthly basis our security officer shall check each and every extinguisher in the resort, on doing so he submit a check list indicating he has checked all. Those that need changing must be done right away and replaced with a full extinguisher. The report will be sent to the foll

24、owing General Manager Financial controller Resident manager Personnel manager Engineering department One copy will be with the security officer for inspection form the health and safety officers who will inspect the property as and when required. CODE:9 Resort n ame SECTION: EMERGENCY PROCEDURES REF

25、ERENCE : FIRE PROCEDURES KITCHEN FIRE TRAINING PROGRAM The majority of hotel fires occur in the kitche n. Therefore kitchen staff should be trained thoroughly and regularly. The training p rogram should be coordi nated by the corpo rate Chief Engin eer, the Corporate Executive Chef, and the Trai nin

26、g Man ager. Kitche n staff are still requested to p artici pate in the regular training p rograms. FIRE EQUIPMENT FIRE TROLLEY Each property should have a fire trolley for use in kitche n fires. The Chief Engin eer should con trol and equip it with the follow ing equipment: 2 liters of water 5 kilog

27、rams dry chemical 5 kilograms CO2 first bla nket flashlight can of sand gas masks with 4 cani sters bolt cutter sprin kler wrench gloves for han dli ng asbestos hard hats sprin kler pl ugs box assorted sprin kler heads hydra nt reducers n ozzle fire axe Oriental Hos pitality Consultants OrientalHos

28、CODE: SECTION : EMERGENCY PROCEDURESREFERENCE : FIRE PROCEDURES FLASHLIGHTS Every outlet, office, kitche n and guest room must have a flashlight. The flashlights should be hung n ear the entrance of each area exce pt in the guest rooms. The flashlights should be checked regularly to en sure that the

29、 batteries are still fun cti oning. BACKPACK Each prop erty should have a fire fighti ng back pack for use in all other areas of the hotel with the followi ng equipment: emical 5 kilograms 5 kilograms 500 meter rope (200 lb. load) flashlight fire axe (short) gas mask asbestos gloves hard hat sprin k

30、ler wrench bolt cutter FIRE EXIT PLAN Every guest room must have a fire exit plan on the back of the entrance door with a highlighted route of evacuati on from the room. Housekee ping is res pon sible for the maintenance of the plan. CODE:17 SAFETY/CONTROL AREAS Each prop erty must have a desig nate

31、 safety area in the eve nt of an evacuati on. This area should be away from the buildi ng and in an open area. Use the lobby as the comma nd post to cen trally locate all com muni cati on. FIRE BRIGADE COMMITTEE Each prop erty should have its own in-house fire brigade committee. The followi ng must

32、be members of the fire brigade committee: GM Rooms Divisio n/Reside nt Man ager/EAM F&B Divisio n Man ager Executive Chef Chief Engin eer Huma n Resources Man ager Chief Security The committee is responsible for establishing fire prevention p rograms and fire fight ing regulati ons for: Equipment: 1

33、. Ext in guishers 2. Hose reel 3. Pump 4. Alarm system Trai ning : 1. Classroom 2. Op erati on of equipment 3. Evacuati on training TELEPHONE OPERATOR ALARM 1. Upon rece ipt of emerge ncy call or fire alarm, you must immediately inform the GM of the fire and its locati on. If the GM is not on the pr

34、op erty, inform the first available person accord ing to the followi ng list: EAM/Reside nt/Rooms Divisio n Man ager F&B Manager Chief Engineer Duty Engin eer Chief Security/Duty Security 2. Call engin eeri ng to verify that they have also received the alarm or no tify them of emerge ncy calls. FIRE

35、 BRIGADE The appro val to call the paging system Man ager/EAM, or the in-house fire brigade committee over must come from the GM, Reside nt Chief Engineer if an actual fire is found.Op erator should use Code Red followed by the locatio n o, fire. EVACUATION 1. The guests must the n be give n immedia

36、te in structio ns from the GM using the overrid ing paging system. 2. Switch on all switch-boards for house calls. GENERAL MANAGER You will be alerted by the op erator. FIRE 1. Go to locati on of fire and give assista nee. 2. You must decide whether to no tify the op erator to call the in-house fire

37、 brigade committee on the overrid ing paging system. If you do, you must five immediate in structio ns to the guests to kee p them calm (they will hear thQode Red call). 3. Discuss the situati on with the in-house fire brigade committee. Then decide if it is n eeessary to call the fire dep artme nt.

38、 EVACUATION If evacuati on is advised by the fire team, no tify the op erator to give the evacuati on no tice on the overridi ng p agi ng system. EAM/ RESIDENT MANAGER/ ROOMS DIVISION MANAGER F&B MANAGER If the GM not available, you will be con tacted in the eve nt of a fire. Follow the p rocedures

39、Outli ned for the GM. SECTION : EMERGENCY PROCEDURESREFERENCE : BOMB PROCEDURES PBX DEPARTMENT PROCEDURES When a person calls with a bomb threat, try to record message on the an sweri ng machi ne. 1. Ask the follow ing principal questi ons: WHERE WHEN WHAT WHO WHY is the bomb located? will it exp lo

40、de? kind of bomb is it? are you? have you plan ted the bomb? 2. Obta in detailed in formati on from caller (use the check list on the follow ing p age). 3. Try to remember the exact words of the message. Make no tes as caller is tak ing or write the message as soon as caller hangs up. 4. After or du

41、ring the threat, you must immediately inform all the follow ing people in this order of seque nee: GM EAM/Reside nt/Rooms Divisio n Man ager F&B Divisio n Man ager Chief of Security Chief Engin eer Front Office Executive Housekee per Comp troller 5. The local bomb squad can only be con tacted with a

42、pproval of the GM. 6. Upon in struct ion, beg in the evacuati on p rocess (refer to Fire P rocedures). CODE:23 SECTION : EMERGENCY PROCEDURES REFERENCE : BOMB PROCEDURES SECTION : EMERGENCY PROCEDURES IF AN OBJECT IS FOUND 1. Do not touch it, move it, han die it or smoke n ear it. 2. I nform the GM

43、through the Front Office. 3. CODE:27 SECTION : EMERGENCY PROCEDURES REFERENCE : EARTHQUAKE PROCEDURES GENERAL PROCEDURES TO FOLLOW 1. Do not panic and remai n calm. 2. For those in side, sta nd un der should be poin ted out by Engin eeri ng Dep artme nt to all staff duri ng Earthquake Drills. 3. For

44、 those outside, do not sta nd n ear hanging trees, fence areas or buildi ngs. The ideal locati on is an open area without structures, tall trees or wires overhead. 4. Do not use can dles, matches or anything which causes a spark. 5. Inform drivers to stop their car and stay seated in side whe n an e

45、arthquake beg ins. 6. At seaside prop erties, do not go n ear the ocea n to avoid the risk of tidal waves (ts un ami). 7. At seaside prop erties, in struct boat drivers to go out to sea duri ng an earthquake. They should not app roach the land fo the durati on of the earthquake. AFTER AND EARTHQUAKE

46、 After an earthquake tremor has en ded, the follow ing ste ps should be announ ced on the overrid ing paging system or bullhor n: 1. Check for those people around you. room atte ndants to check their guest room floors to en sure al emerge ncy exit lights and lighti ng is fun cti oning prop erly. SEC

47、TION : EMERGENCY PROCEDURES REFERENCE : WATER SHORTAGE Washi ng machi nes F&B Dep artme nt Dish washi ng machi nes Housekee ping Use less water for clea ning bathrooms Stop using water for garde ning Stop all outside clea ning emerge ncy committee. Make cha nges where n ecessary by con sideri ng the

48、 follow ing: SECTION : EMERGENCY PROCEDURES REFERENCE : REVIEWING THE PLAN WHO 1. 2. 3. 4. 5. Who is assig ned to key res pon sibilities? Who is the desig nated leader? If that person is not there, who is in charge? Who is the media sp okes person to en sure that all stateme nts to the p ress are ac

49、curate. Who no tifies p olice, fire, other authorities, or guests? Who should make an in vestigati on after an emerge ncy, e.g. a crime -take pictures for evidenee etc. Who are the local age ncies that can help in the eve nt of 6. an emerge ncy, e.g. p olice etc.? 7. Who is res pon sible for making

50、the decisi on to no tify the guests? CODE:39 WHAT 1. 2. 3. 4. 5. 6. What emerge ncy supp lies will we n eed? What in-house equipment do we have? What com muni cati ons equipment do we have? What pap erwork should be comp leted? What strategy is in p lace to combat? What is our p ost emerge ncy strat

51、egy? Section 6 Section 7 General Kitchen Safety Preve nti ng Burns Preve nti ng Cuts P reve nti ng Falls Laundry Safety Working Area Safety Section 8 Section 9 Engineering Safety Fire System Maintenance REFERENCE : OBJECTIVES SECTION : SANITATION AND SAFETY OBJECTIVES OF THE SANITATION AND SAFETY ST

52、ANDARD The objective of the Sta ndard is to: 1. Assist the GM in imp leme nting a safety and san itati on system that pro motes a safe en vir onment for guests and staff 2. Prepare staff in han dli ng an emerge ncy situati on that could result form an un safe work environment. 3. Assist each dep art

53、me nt in trai ning their staff to un dersta nd san itati on and safety p olicies and p rocedures REFERENCE : INTRODUCTION SECTION : SANITATION AND SAFETY INTRODUCTION San itati on and safety p lay an imp orta nt role in the hotel. We have an obligati on to pro vide a sage and clea n en vir onment fo

54、r our guests and empio yees. Serious accide nts can be a result of unsan itary and un safe work en vir onmen ts. Although we want to p rotect and look after our equipment, no risk should be take n that could harm a person. Furthermore, we n eed to un dersta nd huma n limits and realize that long shi

55、fts without breaks in crease the risk of accide nts. The San itati on and Safety Sta ndard starts by emp hasiz ing basic personal hygie ne sta ndards. These good habits can the n be brought into the work p lace. These are no ticed by guests and form the basic for their imp ressi on and opinions. To

56、pro vide a safe en vir onment all staff should know emerge ncy p rocedures for reporting accide nts and fires ( See Security, Rooms Divisio n, Volume C). They should also know the locati on of fire exti nguishers and fire exits. 11. clea n freezers and storerooms once per mon th using san itiz ing s

57、oluti on Clea n floors after after each meal p eriod Keep wet garbage in a cold storage area to p reve nt odou 12. 13. (4 square metres/outlet). 14. clear garbage once daily (or more if n eeded). 15. clea n drain age once daily (or more if n eeded). SECTION : EMERGENCY PROCEDURES REFERENCE : KITCHEN

58、 SANITATION PRINCIPLES OF MICROBIOLOGY A basic kno wledge of the principles of microbiology is pro vided to better un dersta nd food san itati on. Micro-orga ni sms are orga ni sms so small that they can only be see n through a microsc op e.they con sume food, give off waste and multi ply. Some are

59、harmless,some are ben eficial and others are very dan gerous as they can cause food sp oilage and food-bor ne ill nesses. To p reve nt food-bor ne ill nesses and food sp oilage, follow these princip les: 1.Con trol food temp eratures whe n stori ng, cook ing and hold ing food. 2.P rotect food from m

60、icro-orga ni sms,roaches, flies, rode nts and p ets. 3. P rotect food from poisonous chemicals and poisonous materials. SECTION : SANITATION AND SAFETY REFERENCE : KITCHEN SANITATION PREVENTING FOOD POISONING To p reve nt the sp read of bacteria, the followi ng p recauti ons should be take n: 1. Do