危机管理计划讲义

1、CRISIS MANAGEMENT PLAN危机管理计划Approved by:_Jerry Zhang Security ManagerJanuary 2007CONTENTS目 录Introduction 1前言Part I、Definitions2第一部分：名词解释What Is A Crisis? 2什么是危机?What Are The Key Goals? 3危机处理的主要目的Emergency Response Team (ERT) 4紧急反应小组The Crisis Management Team (CMT) 5危机管理委员会Primary responsibilities of

2、 the CMT 6CMT的主要职责CMT Member Major Assignments 7CMT成员主要任务Fire Fighting Team (FFT) 10义务消防队员Responsibility of FFT11义务消防队员的职责Part II、Crisis Management12第二部分：危机管理方案Fire 12火警Armed Robbery 48持械抢劫Bomb Threats51炸弹威胁Civil Disturbance59民事骚乱Power Failure63紧急停电Floods66防汛Disease Prevention 70传染病防范Food Contaminat

3、ion 76食物中毒Kidnapping 78绑架Part I第一部分Definitions名词解释INTERNAL POLICYREF: CMP- A001Page 1 of 80Prepared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by： Subject： Crisis Management Plan IntroductionDistribution: All department heads and Assistant ManagersIntroduction前 言The

4、 Crisis Management Plan is designed to provide an organized, efficient response to crisis situations. Such crisis may result in disruption of normal hotel operational functions or the closing of the hotel. Relocation of guests, patrons and employees may also result.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

5、的发生可能会阻碍酒店的正常运作，甚至导致停业。Examples of “crisis” incidents include, but are not limited to the following: “危机”包括但不局限于以下内容：Fire火灾Natural Catastrophes自然灾害Mechanical Breakdowns机械故障Loss of Utility Services能源中断Hazardous Materials Exposure危险品爆炸Bomb Threats炸弹威胁Terrorist Acts恐怖威胁Hostage Situations绑架Armed Robbery

6、, Burglary, Homicide持械抢劫、闯窃、凶杀Civil Disturbance民事骚乱Power Cut Emergency大面积突然停电Special Concerns特别安全事故Circumstances which may constitute a crisis can never be entirely predicted. Implementation of this plan will always be based on analysis of the facts at hand. However, FAMILIARITY WITH THE CRISIS MANA

7、GEMENT PLAN BEFORE A CRISIS OCCURS IS CRITICAL.危机发生的环境及状况是无法完全事先预知的, 必须根据当时的状况灵活应对。熟悉掌握危机处理的方法会起到关键的作用。Properly used, the Crisis Management Plan protects guest patrons and employees as well as ensuring that the hotels image and reputation remain intact.危机管理计划不仅可以保护客人与员工的安全，还可以保证酒店的形象与信誉。INTERNAL POL

8、ICYREF: CMP-A001Page 2 of 80Prepared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by：Subject： Crisis Management Plan DefinitionsDistribution: All department heads and Assistant Managers1、What Is A Crisis? 什么是危机?A crisis can be defined as one of a number of situations

9、which threaten the profitability or reputation of the Company and for various reasons, cannot be handled by the normal management systems. Such a crisis can be immediately apparent. Alternatively, it may arise by the recognition that a number of separate incidents (such as product contamination) are

10、 related and are increasing in severity and frequency.危机的定义是: 由各种原因引起、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。危机可能是突然发生的，危机的发生往往是几个方面相关联的，（比如食物中毒），而且可能会引发多方面更严重的后果。It is impossible to provide a detailed manual that covers every conceivable situation. Instead, this manual aims to ensure that the proper structure

11、, facilities and information are available to enable senior management to handle a crisis effectively.本预案虽然不能涵盖所有可能发生的情况，但仍然可以为大家在应对危机时提供指导作用，包括建立相应的指挥机构，配备必需的设备器材，确保畅通的信息沟通，等等。Different management responses will be required but all of them contain common features that this plan addresses. However,

12、whatever the crisis, those involved must keep as priorities to:无论处理哪种危机，在作决策时，必须优先考虑以下几个方面：Protect the public/customer保护公众/客人Protect the employees 保护员工Protect the business保证经营Cooperate with the authorities involved与相关政府部门合作INTERNAL POLICYREF: CMP-A001Page 3 of 80Prepared by： Security ManagerDepartme

13、nt： All DepartmentsDate：January 15, 2007Approved by：Subject： Crisis Management Plan DefinitionsDistribution: All department heads and Assistant Managers2、What Are The Key Goals? 危机处理的主要目的Minimizing impact on the Holiday Inns brand reputation and profitability.最大程度降低对假日酒店品牌声誉及收益的影响。Maximizing the abi

14、lity of senior management (through the Crisis Management Team) to respond rapidly and effectively to the crisis presenting.最大程度地帮助危机处理委员会对突发危机作出快速有效的反应。We have to be able to convince shareholder and customers that regardless of fault for the original incident, Holiday Inn Jasmine Suzhou can quickly

15、and decisively react to stabilize the situation and resolve problems arising.我们必须使我们的股东及客人相信：假日酒店虽然不能阻止事件的发生，但能够在事态恶化前快速果断做出反应，控制局面并解决问题。The Crisis must be perceived as much an Opportunity as a Threat!我们必须把危机变为机会，而不是威胁。Our aim must be for those watching our crisis response to conclude:我们对危机的反应必须让大家产

16、生以下共识：“The company acted with professionalism and integrity throughout.”“这个酒店始终按照专业及诚信的准则应对处理突发事件。”INTERNAL POLICYREF: CMP-A001Page 4 of 80Prepared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by： Subject： Crisis Management Plan DefinitionsDistribution: All department

17、 heads and Assistant Managers3、Emergency Response Team (ERT)紧急反应小组The Emergency Response Team (ERT) of the hotel will be sufficiently trained and manned to cope with any type of emergency not necessarily confined to fire. The team will be made up of mainly Duty Engineer, Security Supervisor and Duty

18、 Manager, but will also include members of other departments to ensure that sufficient trained personnel cover emergency on a 24 hours basis.紧急反应小组应接受多方面的培训，以便能够妥善处理包括火灾在内的各种紧急情况。紧急反应小组主要由值班工程师、保安部督导及大堂经理组成，但也包括其它部门的人员, 以确保24小时内发生任何紧急情况时，都能有经过熟练培训的人员处理紧急事故。INTERNAL POLICYREF: CMP-A001Page 5 of 80Pre

19、pared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by： Subject： Crisis Management Plan DefinitionsDistribution: All department heads and Assistant Managers4、The Crisis Management Team (CMT) 危机管理委员会The Crisis Management Team (CMT) includes the management team members a

20、nd other experts who can quickly and effectively execute tasks to control a crisis and minimize loss.危机管理委员会（CMT）由酒店管理团队成员以及其他专业人士组成。危机管理委员会成员必须在危机发生的时候作出快速有效的反应，控制危机，把损失减到最小。PositionGeneral Manager(RM in charge)/MOD总经理（驻店经理代理）/总值班 Owers Rep业主代表Financial Controller财务总监Director of Sales and Marketing

21、销售总监Human Resources Manager人力资源部经理Security Manager保安部经理Chief Engineer工程部总监Front Office Manager前厅部经理Executive Housekeeper行政管家Executive Chef行政总厨Duty Manager/Night Manager大堂经理/夜班经理Purchasing Manager采购部经理Public Relations Manager公共关系经理Ext. Mobile Bire6101139140240906201 138620047796801 13771

22、7461716251 1391553015269056919579213962518358137719643776601691957551377188824469195791137718618086803NTERNAL POLICYREF: CMP-A001Page 6 of 80Prepared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by：Subject： Crisis Management Plan

23、 DefinitionsDistribution: All department heads and Assistant Managers5、Primary responsibilities of the CMT CMT的主要职责Evaluate Risks and Exposures to the hotel. 分析事件严重程度Prompt decision-making and prioritization of tasks. 快速反应，并按轻重缓急发布指令Help ensure the authorities are notified in a timely fashion.向有关部门及

24、时汇报Provide preliminary first aid and fire fighting efforts发生突发事件时，开展初期急救和扑救工作Provide for the safe evacuation of guests and employees帮助客人和员工安全离开事故现场Provide for the safe relocation and transportation of guests为客人提供其他住宿场地及相关的交通安排Development of media/public relations response.决定如何向媒体作出反应Secure hotel ass

25、ets确保酒店财产安全Evaluate and report losses评估损失Restore operations in a timely manner尽快恢复运转Post-crisis critique and revision of plan as necessary for future use.危机后修改危机管理计划以备后用The General Manager (acted by RM) serves as the Crisis Leader and spokesperson. If unavailable, the next person on the CMT list ass

26、umes the role of Crisis Leader in the order set in the CMT list.All members of the CMT must be kept abreast of all pertinent information but will refer all inquiries to the spokesperson. This assures consistent statements and release of appropriate information.总经理(目前由驻店经理代理)是危机管理领导人、发言人。如果总经理无法在场，就由

27、CMT第二位代替。各CMT成员必须了解所有与事件相关的消息，但是要让总经理负责对外回答提问，以保证对外口径一致。If the emergency occurs when only the MOD (Executive on Duty) is present， then he/she assumes the role of Crisis Leader until necessary.如果危机发生时只有MOD在场，他要担任危机管理领导人的角色，直到有人替代他。All CMT members need to appoint a designated representative in case wh

28、en he is not on the property at the onset of a crisis, the next on-duty senior manager/designated representative in that department will perform the function until the arrival of the CMT member.每一名CMT成员都必须在部门内指定一名直接下属作为他的后备人员。当他不在酒店时，这位候补人员就要代替他行使职责，直到他本人到场为止。When a major incident occurs, it will be

29、 immediately investigated by the Duty Manager, a security officer and the manager who has responsibility over the area impacted.发生突发事件时，大堂经理、保安督导和事件发生地点的部门经理必须立刻赶往现场进行调查。The CMTs demeanor during the crisis situation is very important. Maintaining calmness both in actions and manner of speaking is ve

30、ry important.CMT的表现十分重要，必须在行动及言论中保持镇静。A CMT which is “in control” reassures guests and sets an example for our staff. It also impresses the media and other officials who must rely upon us. The CMT is “on stage” throughout a crisis.CMT对事件的有效控制是对客人及员工的最佳鼓励, 也会给外界留下良好的映象。INTERNAL POLICYREF: CMP-A001Pag

31、e 7 of 80Prepared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by：Subject： Crisis Management Plan DefinitionsDistribution: All department heads and Assistant Managers6、CMT Member Major Assignments CMT成员主要任务General Manager总经理Oversees the Crisis Management Team管理危机管理委员会

32、。Decision maker决策人。Official spokesperson发言人。Report to Corporate Office向集团总部汇报事故情况。Deputy General Manager副总经理Support the GM in decision making and information disclosure.协助总经理决策和信息发布。Resident Manager驻店经理Act as the Crisis Leader when GM is not on the premises总经理不在酒店时，代替总经理处理危机。Chief Engineer 总工程师Proce

33、ed directly to the emergency scene. 一旦发生紧急事件，立刻赶到现场.Provide information on structural integrity, emergency systems and utilities (power, gasoline, water, etc) 向CMT提供有关设备运行情况，能源供应情况等。Make accessible to the CMT a set of floor plans with the mechanical and geographical layout of the hotel. 向CMT提供楼面图纸、设

34、备安装图纸、房屋结构图等。Direct the activities of Engnieering staff: shut down the hotels utilities and HVAC system.指挥切断能源和通风系统等。Contact the electric company, gas company, and water department as necessary to report damage. Ask for inspections to confirm the integrity of the hotels systems.如有必要，向外求助报修。Security

35、Manager 保安经理Proceed directly to the emergency scene. 到达事故现场。Direct the activities of fire fighting or evacuation from the affected area指挥救火或现场疏散。Set up perimeter control to prevent unauthorized entry. 禁止无关人员出入现场。Ensure the safety of guest property确保宾客财产安全。Arrange necessary additional manpower with P

36、SB/Fire Brigade.安排必要的人力实施救助, 辅助警察、消防队员的工作。Help the GM coordinate with emergency agencies. 帮助总经理联络协调有关部门。Put in place Rooming List (occupied/vacant). Organize personnel to conduct a complete check of occupied and vacant guest rooms and corridors in the affected area. 根据入住客人报表，组织检查楼层及走道，查明失踪人数。INTERNA

37、L POLICYREF: CMP-A001Page 8 of 80Prepared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by：Subject： Crisis Management Plan DefinitionsDistribution: All department heads and Assistant ManagersFront Office Manager 前厅经理Ensure effective communication and maintain complete

38、log of communication.保持通信畅通并做好通讯记录。Assign staffing in the assembly point or the shelter area and help with First Aid. 安排人员在疏散中心提供服务，并协助急救。Direct or assign guests to a safe area in the hotel or to a neighboring hotel. 疏散客人至安全地点或邻近酒店。Maintain a master list of relocated guests and new lodgings. 做好宾客安排记

39、录。Prepare a list of names of guests who were in the area affected by the emergency. 提供事发区域受到影响的客人名单。In the event of guest injuries, assign the necessary staff to take the full name and room number of the guest and the name of the hospital to which the guest is transported. 一旦发现客人受伤，应记录受伤人员名单，房间号码以及送

40、往医院地点。Maintain the status and locations of guests receiving medical treatment. 记录好客人被送往的医院名单，并随时掌握客人接受医疗的情况。Contact families of injured guests. 通知受伤人员家属。Any reciprocal agreement for accommodations with nearby hotels should include beverage service and emergency toiletries (when available) upon check

41、 in.临时安排客人的单位都必须具备餐饮及卫生服务设施，且尽可能在本酒店附近。Director of Food and Beverage餐饮总监Evacuate guest 疏散客人Secure all cash, valuables and keys锁好贵重物品，现金和钥匙。Switch off power supplies in kitchens, restaurants and bars 切断厨房、餐厅和酒吧能源.Arrange food and beverage service for guests in the assembly point.为被疏散客人提供餐饮服务。Financia

42、l Controller 财务总监Secure all cash, valuables and keys, including all outlets cachiers 锁好贵重物品, 包括所有收银点。Assign personnel to handle reported losses and claims by displaced guests. 安排人员负责记录客人报失。Coordinate with attorneys and insurance company regarding legal and liability limitations. Arrange for photogra

43、phs to be taken of affected area for later use by insurance company.协助保险公司查明权责范围，拍照存档以备使用。组织人员处理损失及投诉，确认损失且提供损失的照片以供保险公司核查。INTERNAL POLICYREF: CMP-A001Page 9 of 80Prepared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by：Subject： Crisis Management Plan DefinitionsDistr

44、ibution: All department heads and Assistant ManagersHuman Resources Manager人力资源部经理Help evacuate employees. 帮助疏散员工。Account for employees by using Employee Roster. 根据员工上班名单做好员工疏散工作。Take steps to maintain an accurate work record of number of hours employees work during the crisis.精确记录员工处理危机事件的工作时间。Assi

45、st in staffing of Press Information Center and help prepare press releases and memos to staff. 帮助新闻中心准备新闻稿，同时负责向员工发出书面通知。Maintain a log of actions taken during the incident. 记录事件处理的经过。Assemble a list of all injured employee indicating hospital destination and nature of injuries and handle to GM. 收集受

46、伤员工名单以及送医地点，受伤状况，提供给总经理。Assign someone to supply information to and about affected employees and handle notification of next of kin. 通知受伤员工家属。Oversee and render assistance to injured employees. 探视受伤员工并给予帮助。Director of Sales and Marketing 销售总监Alternate spokesperson. 发言人的后选Coordinate lodging for displ

47、ace guests. 安排客人转住其他酒店。Maintain a master list of relocated guests and new lodgings. 记录客人流向。Keep close communications with Front Office Manager. 和前厅经理保持联络。Contact arrival guests. 立刻联络尚未到达的预订客人。Public Relations Manager 公共关系经理Assist spokesperson in dealing with the media and implementing the Crisis Com

48、munications Plan.辅助媒体发言人的工作Anticipate media questions and supply the CMT spokesperson with information for a statement.事先准备媒体会问及的问题以帮助CMT发言人的发言。Establish the Press Information Center.公关部负责建立信息发布中心、负责接待媒体、对外发布信息Coordinate post crisis communication and correspondence with emergency agencies, news medi

49、a, etc., to recognize exceptional reporting/handling of the crisis. 辅助CMT进行灾后联系与协调工作，组织并处理新闻报道事宜。Express the hotels appreciation to the employees. 代表酒店方向员工表示感谢。Executive Housekeeper 行政管家Guest evacuation.组织客人疏散。Provide wet towels and blankets for evacuation.为疏散人员提供湿毛巾和毯子。Provide the necessary staff f

50、or food and beverage service to displaced persons in the shelter area. 为疏散的客人提供食物及饮料。Executive Chef 行政总厨Arrange necessary staff to prepare and serve food and beverages to displaced persons.为疏散人员提供食物及饮料。Make sure that power supply in kitchens is switched off before evacuation. 疏散前切断厨房所有能源。INTERNAL PO

51、LICYREF: CMP-A001Page 10 of 80Prepared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by：Subject： Crisis Management Plan DefinitionsDistribution: All department heads and Assistant Managers7、Fire Fighting Team (FFT): 义务消防队员：The Fire Fighting Team of the hotel is made up

52、 of staff mainly from the EC，Security Department,AC，Engineering Department, Housekeeping Department, Food and Beverage Department and Front Office. Hotel doctor may also be required to help at the fire scene. These departments must guarantee that on each shift there are two FFT members.义务消防队主要由行政办、保

53、安部、财务部、工程部、管家部、餐饮部和前厅部员工组成。酒店医生也需要赶往火警现场，帮助对受伤的人员进行急救。以上部门必须每班保证有两名义务消防队成员当班。INTERNAL POLICYREF: CMP-A001Page 11 of 80Prepared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by：Subject： Crisis Management Plan DefinitionsDistribution: All department heads and Assistant M

54、anagers8、Resposibility of FFT: 义务消防队员的职责:Staff from Security Department: Security officers will go to the fire scene to put out the fire. Security officer at the fire scene will do the precaution task and prohibit admission of unconcerned person. At the same time, assist hotel staff to evacuate our

55、guests to the Assembly Point (the LAO DONG WU Square).保安部消防队员：立刻赶到火警现场，开展灭火工作。做好火警区域的警戒和防止无关人员进入，协助疏散火警区域的客人到老东吴广场。Staff from Engineering Department: Engineering staff will go to the fire scene to put out the fire. Engineering staff should also turn off power and air-condition equipment of the fire

56、sections. Engineering staff should communicate with the Fire Pumping Room to ensure water supply. 工程部消防队员：立刻赶到火警现场，开展灭火工作。关闭火警区域内的有关能源和空调设备，保持与消防泵人员的联系，配合灭火确保供水。Staff from Housekeeping Department: Housekeeper will go to the fire scene to put out any fire and transport the fire extinguishers. Prepare

57、 wet towels to deliver to the guests. Make sure no guest left in the room, then mark “X” on the door with a chalk and close the door, and help other guests evacuate from the hotel to assembly point.管家部消防队员：立刻赶到火警现场协助灭火，做好灭火器材的输送工作，准备好足够的湿毛巾供给火警区域内需要的客人，确认火警区域需要疏散的房间内没有遗留人员，然后关闭房门，用粉笔打上“X”记号，同时引导其他客人

58、从就近应急疏散通道撤离到安全地带。Staff from Front Office: Two bellboys will carry a stretcher to help any injured guests. Bellboys will also help the communication between fire scene and Fire Control Center (FCC)/ CCTV if communication equipment does not work.前台消防队员：两名行李员将担架备于消防电梯厅准备接受伤员；一旦通信联络中断，行李员将作为火警现场与消防指挥中心的

59、信息传递员。Hotel Doctor: Go to fire scene with the medical box to help any injured person at the fire scene.医生：携带好医疗箱赶赴火警现场，做好受伤人员的救护工作。Part II第二部分Crisis Management Plan危机管理方案INTERNAL POLICYREF: CMP-001Page 12 of 80Prepared by： Security ManagerAll DepartmentsDate：January 15, 2007Approved by： Subject： Fir

60、e Alarm & Evacuation Procedure Initial ResponseDistribution: All department heads and Assistant ManagersPlan 1、Fire Alarm & Evacuation Procedure应急预案一：火警和疏散方案一、Initial Response 火警处理的基本原则Emergency Response Team go to the fire scene immediately.应急反应小组立刻赶到火警现场Fire Fighting Team go to the scene upon rece