CRISIS MANAGEMEN LAN危机管理计划

CRISISMANAGEMENT

PLAN

危机管理计划Introduction

前言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.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

“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FireSupervisorNameCRTTitleOfficeNum.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8162609415865255533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.预案1

Plan1火警和疏散方案

FireAlarm&EvacuationProcedure火警消防中中心显显示屏屏报警警；总总机、、消防防中心心接到到报警警电话话消防监监控中中心呼呼叫巡巡逻员员到现现场检检查，，如属属误报报，解解除报报警；；如确确认火火警，，指令令总机机电话话通知知危机机小组组成员员灭火组组成立立：大大堂经经理、、安保保主管管、值班班工程程师、、报警警楼层层服务务员带带灭火火器到到现场场指挥组组成立立：总总经理理、值值班经经理、、各部部门经经理至至现场场进行行现场场指挥挥如火势势较小小，马马上组组织扑扑救，，熄灭灭后停停止实实施应应急方方案。。如火火势较较大，，需增增援力力量，，马上上报告告指挥挥组和和监控控室义务消消防队队到场场后立立即进进行灭灭火扑扑救，如如火被被扑灭灭，保保护现现场，，准备备火灾调调查。。如火火势不不能控控制，，马上上报告指指挥组组，请请求疏疏散启动消消防警警铃和和消防防广播播发出出疏散散指令救援组组成立立：酒酒店医医生及及相关关人员员带急急救物物品及及担架架到现现场进进行救救援指挥组组下达达全员员疏散散命令令实施疏疏散方方案，，组织织客人人、员员工疏疏散根据指指挥组组的决决定向向119报报警，，消防防人员员到达达后，，汇报报酒店店情况况并配配合他他们的的工作作监控室通通知义务务消防队队火速增增援火警TheoperatororCCTVreceivethefirealarmtelephoneSecurityguardgotoreachthesceneoffire.Ifitismisinformation,relievealarm.Ifit'sarealfirealarm,theoperatorshouldsendthealarmthroughtelephoneSetupafirefightinggroup:AM,SecurityOfficer,DutyEngineerandroomattendantSetupaCommandGroup:GM,MODandalldepartmentheadsgototheCCTV.KeepintouchwithFireFightingGroupIffirebeputoffrightaway,stoptheemergencyplan.iffireisbigandcannotbepuroffinashorttime,reporttodirectorgroupandfirecontrolroomIffirebeputoutbyfirebregade,protectspotandpreparethefireinvestigation,iffireoutofcontrol,reportthedirectorgroupandaskforevacuationSetupthefirealarmbellandfirebroadcastSetuptherescuegroup:hoteldoctorandrelativestafftakefirstaidarticlesandstretchertospotThedirectorgroupissuetheevacuationorderforallstaffCarryouttheevacuateplan,organizeguestsandstaffevacuateDirectorgroupcandemandwhethertodail”119””,ifyes,cooperatethefireteamwhentheyarrivedThefirecontrolroominformthefirebregadetogotospot火警应急急程序EmergencyFireProcedures前厅部FrontOffice(总机GuestServiceCenter、礼礼宾部Concierge,、行政政楼层ExecutiveLounge、健身身中心HealthClub)餐饮部F&B工程部Engineering安保部Security客房部HSKP(客房楼楼层Guestfloors、、公区PublicArea、洗洗衣房Laundry、）人力资源源部HR厨房Kitchen行政办、、销售部部、财务务部、电电脑房等等EO,S&M,Fin,EDPetc.预案2

Plan2持械抢劫ArmedRobbery抢劫是指在被害人人面前，违背背被害人的意意愿拿走其有有价值的物，，如现金、首饰饰、珠宝等。。携武器的抢抢劫威胁到被被害人的生命命安全。在这种情况下下，保护客人人和员工的安安全是主要目目的。千万不能试图拿员工的的生命和健康康冒险。Robberyisthetakingofone’svaluables,cash,jewelry,ect……inthepresenceoftheindividualandagainstthatindividual’swill.Armedrobberyoccurswhenthethreatofpersonalharmispresentorimplied.Thefollowingpolicyistobefollowedtoensurethesafetyofourguestsandemployeeswhenarobberattemptoccurs.Thesafetyofguestsandassociatesistheprimeobjectiveinanarmedrobberysituation.Noattemptshouldbemadebyallstaffmemberstointerfereandrisktheirhealthandlives.当得到有抢劫劫犯的报告时时，要执行以以下几点：WhenSecurityisnotifiedthatanarmedrobberyisinprogressthefollowingguidelinesshouldbeobserved:抢劫犯在有监监控的区域，，要对准其拍拍摄。IfrobberyisinanareacoveredbyCCTV,camerasshouldbeisolatedonthatareatomakecertainthatarobberyisinfactinprogressandbeingrecorded.有抢劫发生或或发现武器要要立即报警。。Ifinfactarobberyisoccurring,notify110atoncegivingadescriptionoftheperpetratorobservedonthecamera.Also,ifaweaponwasvisible.保安主管要在在安全的地点点观察动静并并作汇报。SecurityOfficerrespondingtothelocationshallstayatasafedistancetoobserveandreport.抢劫之后，保保安要提醒大大家不要触碰碰或损坏任何何东西，并且且让证人在隔隔离的情况下下单独写下事事件过程。Afterrobbery,theSecurityGuardshallinstructallpersonsinvolvednottotouchorremoveanythinginthearea.SecurityOfficershallaskeachwitnesstowritedownadescriptionoftheoffenderandwhattheyobserved.Keepwitnessesseparate.应保护事发现现场及暴力分分子接触过的的东西。Keepguestsandotherstaffawayfromareastheoffender(s)wereinoranythingthattheytouched.预案3Plan3恐怖事件TerroristicIncident民事骚乱CivilDisturbance预案4Plan4第一阶段PhaseI:员工离开酒店店应使用一个个安全并且远远离示威者的的专用出口。。Employeesleavingthebuildingshoulduseonespecifiedexitundercontrolofsecurityandremovedfromthedemonstrators.封锁所有通向向外围的楼梯梯通道Secureallstairwellsfromoutside.封锁所有宴会会厅及其它未未使用的场地地。Secureallbanquetroomsandotherspacenotinuse.撤离大堂区域域内所有的障障碍物。Removeanypossibleobstructionsfromthelobbyarea撤清收银点点的银箱，，并将封包包箱钥匙和和贵重物品品寄存的钥钥匙放入保保险箱。Reduceallbanks,lockregisters,andplacedropboxsafedepositkeysinthesafe大堂和主要要楼面尽量量多的关闭闭营业场所所。Closeandsecureasmanyareasaspossibleonthelowerlobbyandmainlevel储备并检查查所有医药药急救用品品。Haveavailableandcheckallmedicalfirst-aidsupplies第二阶段PhaseII:关闭公共餐餐厅，酒廊廊和商店。。锁住其它它所有的正正门出口Closepublicrestaurants,loungesandshops.Lockallextrafrontentrancedoors如有可能，，拍下示威威者的照片片，以便今今后在法庭庭上作为证证供Ifpossible,obtainphotographsofdemonstratorsforuselaterasidentificationincourt给外围区域域提供照明明，劝阻客客人不要在在大堂逗留留Illuminateoutsideareas.Discourageguestsfromloiteringinthelobby指挥所有无无关员工到到高区楼层层，远离示示威现场Directallnonessentialemployeestoupperfloors安排紧急电电话通讯，，关闭并锁锁上所有的的保险箱Arrangeforemergencytelephonecommunication,closeandlockallsafes如果大堂须须清场，乘乘电梯到高高区楼层并并保护人群群Ifthelobbyshouldbevacated,takeelevatorstotheupperlevelfloorsandsecurethem管理当局应应对客人、、员工和财财产的安全全保持高度度重视Managementshouldmaintainahighregardforthesafetyandsecurityofguests,employeesandtheproperty指挥部成员员:Member:总经理GeneralManager行政助理经经理ExecutiveAssistantManager房务经理RoomsDivisionManager财务总监FinanceController市场销售总总监DirectorofSales&Marketing维护经理MaintainManager保安部经理理SecurityManager人力资源部部经理HRManager防汛FloodsPrevention预案6Plan6在汛期来临临之前，酒酒店应备有有以下设备备：Beforefloodseasoncoming,hotelshouldhavethefollowingequipmentonhand:适用于存放放饮用水的的容器（可可供应3天天，每人每每天供应1/2加仑仑）Asupplyofcontainerssuitablefordrinkingwater(1/2gallonperpersonperdayfor3days.)备用电池的的收音机Battery-operatedradioswithsparebatteries.有备用电池池的手电筒筒Flashlightswithsparebatteries.2卷塑料袋袋Tworollsofpolyethylenebag.适用于装沙沙袋的粗麻麻袋（粗麻麻袋能够拉拉伸，在吸吸水时不会会破裂）Burlapbagssuitableforsandbagging(burlapwillstretchandnottearasitabsorbswater)医药物品充充足的急救救箱Fullystockedfirstaidkit.用于捆扎松松动物品的的绳子Ropesforlashingdownobjectsthatcouldbesweptaway.紧急联系人人的名单Listofemergencycontacts.可用来排除除公共区域域少量积水水的工具Meansforremovingsmallamountsofwaterfrompublicareas.工程部职责责EngineeringResponsibility将工具和设设备搬移到到高区楼层层。Movetoolsandequipmentstoanupperfloor.开始装沙袋袋并封锁所所有低区入入口。Beginfillingsandbagsandsealingalllowlevelentrances.清除屋顶等等处的垃圾圾罐和其它它外面的装装置。Lashthegardentrashcansandotheroutsidefixturesinplace.检查应急灯灯系统。如如果可能，，应用沙袋袋保护地下下一层的应应急发电机机。Checkemergencylightingsystems.SandbaggingwhenpossibleshouldprotectB1Femergencygenerators.如有需要，，切断酒店店低区所有有电源。Ifrequired,disconnectpowertoalllowerlevelportionsofthehotel.检查并确保保所有下水水道、屋顶顶排水沟畅畅通无堵塞塞。Checktoensurethatallsewerandroofdrainsareclearofobstructions.传染病防范范DiseasePrevention预案7Plan7个人卫生。。这是最重要要的一条，，适用于每每个区域。。由于传染染病的途径径各不相同同，那么保保持良好的的个人卫生生就是保护护自己的关关键。PersonnelHygiene.Thisismostimportantandrelevanttoallareas.Sincecontagiousdiseaseshavedifferentroutesofinfection,personalhygieneisthekeyforselfprotection.一般般接接触触表表面面的的清清洁洁和和消消毒毒。。Frequentlytouchedsurfacecleaninganddisinfections.食品品接接触触表表面面的的清清洁洁和和消消毒毒。。Foodtouchingsurfacecleananddisinfections.空间间处处理理和和消消毒毒。。Handlingspaceandit’’sdisinfections.预防洗洗衣房房内的的传染染。Preventinfectioninthelaundry.空调设设备的的辅助助措施施。MeasuresforAirConditioningFacilities.食物中中毒FoodContamination预案8Plan8如果食食物已已受污污染或或发生生食物物中毒毒，应应采取取以下下步骤骤：接到关关于食食物污污染的的威胁胁，立立刻报报告总总经理理，由由总经经理决决定是是否通通报警警方和和卫生生部门门细心照照料所所有客客人辨别出出受污污染或或造成成中毒毒的食食物隔离并并冷藏藏辨别别出的的食物物，保保留可可疑食食物的的样品品明确食食品准准备的的时间间和人人员检查食食品准准备程程序确定食食品接接受和和储存存的时时间，，以及及从仓仓库或或冰箱箱拿出出的时时间检查冰冰箱和和冷库库的温温度，，保留留这些些设备备以前前的记记录联系当当地卫卫生部部门对对留下下的食食品或或用具具进行行检测测检查食食品准准备区区的卫卫生和和洗碗碗机的的水温温经总经经理同同意后后，由由食品品卫生生主管管医生生向酒酒店所所在的的疾病病预防防控制制中心心报告告，以以便及及时调调查经疾病病预防防控制制中心心查明明情况况，如如有投投毒嫌嫌疑，，要向向公案案部门门报告告Intheeventinformationisreceivedthatfoodsupplieshavebeencontaminatedorsomeonehassufferedfoodpoisoning,thefollowingstepsshouldbeimplemented:AnyinformationregardingthreatsoffoodcontaminationshouldbeforwardedtoGM,whowilldecidewhetherornotthelocalpoliceandhealthofficialsshouldbeinvolvedTreatallguestswithCareandConcernIdentifythefoodthatsupposedlysufferedthecontaminationorcausedthefoodpoisoningSegregatetheidentifieditem(s)andrefrigerate.SavesamplesofsuspecteditemsDeterminewhenthefoodwaspreparedandbywhomCheckonfoodpreparationDeterminewhenthefoodwasreceivedandstored,andwhenthefoodwasremovedfromstorageortherefrigeratorCheckthetemperatureontherefrigeratorandcooler.RetainpreviousrecordsontheseunitsContactlocalhealthauthoritiestomaketestsofanyremainingpreparedfoodorsuppliesCheckoncleanlinessoffoodpreparationareasandthewatertemperatureonthedishwasherOnlywithagreementfromtheGM,thesanitationmanagermayreporttothelocalDiseasePreventionandControlCenterforinvestigationAfterinvestigationbythelocalDiseasePreventionandControlCenterconfirmingfoodpoisoning,reporttothePSB绑架Kidnapping预案9Plan9绑架是指强行地地、违背本本人意愿地地挟持并扣扣留一个人人。任何真真实或可疑疑的对酒店店客人或员员工的绑架架事件应立立即报告酒酒店管理层层。Kidnappingistakingapersonbyforceandholdingthemagainsttheirwill.Thebasicpolicyisthatanyincidentofactualorsuspectedkidnappingofanyhotelguestoremployeeshouldbereportedimmediatelytothehotelmanagement.如果酒店客客人被绑架架Ifthehotelguestiskidnapped如果有客人人被绑架，，总经理应应通知其旅旅行同伴，，法律顾问问和警方。。保安部应应开始设立立事件记录录日志。Ifaguestiskidnapped,theGMshouldnotifytheguest’stravelingcompanion,legalcouncilandthePolice.Securityshouldsetupalogofevents.将与该客人人同住的其其他人员暂暂时搬到其其他房间。。房间的门门窗上锁，，门口双重重保。在房房间内要特特别小心保保留可能存存在的证据据，例如指指纹。如果果房间最近近被打扫过过，向客房房部要回清清理掉的垃垃圾。Moveanyonesharingtheguest’’sroomtoanotherroomtemporarily.Lockthewindowsanddoors,doublelocktheentrance.Useextracautionintheroomtokeeppossibleevidence,suchasfingerprints.Iftheroomwasrecentlycleaned,recoverthetrashfromHSKP.在警警方方到到来来之之前前，，为为该该客客人人的的家家属属或或同同事事配配备备一一名名保保安安。。同同时时请请家家属属代代表表或或同同事事接接听听该该客客人人的的所所有有电电话话。。为为警警方方准准备备一一个个秘秘密密办办公公区区域域。。如如果果需需要要，，警警方方负负责责通通知知其其家家属属或或公公司司。。Stationaguardwithfamilyorbusinessassociatesoftheguestpendingarrivalofthepolice.Askthefamilyorbusinessassociatetoreceiveanycallsfortheguestinthemeantime.PrepareasecretareaforthePolice.Ifrequired,Policeareresponsiblefornotifyingtheirfamilyorcompanies.获取取该该客客人人所所有有的的电电话话记记录录。。向向门门童童、、客客房房服服务务员员、、前前台台和和餐餐厅厅服服务务员员核核查查该该客客人人的的所所有有访访客客。。Obtainalltelephonerecordsofthisguest.Checkwithbellmen,roomattendants,frontdeskandrestaurantwaiter/waitresstoidentifyanyvisitorstotheguest.如果果酒酒店店员员工工被被绑绑架架Ifthehotelemployeeiskidnapped如果果被被绑绑架架者者是是一一名名员员工工，，尝尝试试联联系系该该员员工工，，以以确确定定他他/她她是是否否确确实实失失踪踪。。如如果果这这个个人人确确实实被被发发现现失失踪踪，，应应立立即即联联系系他他/她她的的家家人人。。Whenthepersonkidnappedisanemployee,attempttocontacttheemployeereportedtohavebeenkidnappedtoseeifheorsheisactuallymissing.Ifheorsheisdiscoveredtobemissing,thehisorherfamilyshouldbecontactedimmediately.联系员员工家家属，，管理理公司司和警警方。。收集集档案案中的的个人人资料料，包包括一一张近近期照照片等等等。。Contacttheemployeefamily,themanagementcompanyandthePolice.Assemblepersonaldataonfile,includingarecentphotographetc.向所有有员工工重申申酒店店的信信息发发布政政策。。所有有了解解绑架架事件件的人人员仅仅与调调查该该事件件的官官员一一起讨讨论。。绑架架的信信息不不应通通过电电话告告知任任何人人。Reviewthehotel’’smediapolicywithallemployees.Cautionanypersonnelwhoknowaboutthekidnappingtodiscussitonlywiththeofficialsinvestigatingtheincident.Informationofthekidnappingshouldnotbegiventoanyoneoverthetelephone.警方到到达后后，负负责一一切活活动，，酒店店应给给予全全力配配合。。AfterthePolicearrival,theywilltakeresponsibilityforallactivitiesandtheyshouldbegiventotalcooperation.

9、静夜夜四无无邻，，荒居居旧业业贫。。。12月月-2212月月-22Tuesday,December20,202210、雨中中黄叶叶树，，灯下下白头头人。。。17:43:0417:43:0417:4312/20/20225:43:04PM11、以以我我独独沈沈久久，，愧愧君君相相见见频频。。。。12月月-2217:43:0417:43Dec-2220-Dec-2212、故人人江海海别，，几度度隔山山川。。。17:43:0417:43:0417:43Tuesday,December20,202213、乍见见翻疑疑梦，，相悲悲各问问年。。。12月月-2212月月-2217:43:0417:43:04December20,202214、他乡生生白发，，旧国见见青山。。。20十十二月20225:43:04下午午17:43:0412月-2215、比不不了得得就不不比，，得不不到的的就不不要。。。。。十二月月225:43下下午午12月月-2217:43December20,202216、行动动出成成果，，工作作出财财富。。。2022/12/2017:43:0417:43:0420December202217、做前，，能够环环视四周周；做时时，你只只能或者者最好沿沿着以脚脚为起点点的射线线向前。。。5:43:04下午午5:43下午午17:43:0412月-229、没没有有失失败败，，只只有有暂暂时时停停止止成