五星级酒店火灾疏散预案

ThekeyunitofFireSafety消防安全重点单位FireEvacuationPlan火灾疏散预案单位：地址：电话：消防责任人：消防安全管理人：责任消防中队：消防重点单位级别：预案更新日期：目录Content Page内容 页码ResponsetoDiscoveringFire火灾紧急措施 5 ..4 -HotelCrisisManagementTeam酒店危机管理小组一一火警处理 .57灭火组EvacuationTeam疏散组AssemblyPointTeam集合组ExitPointControlTeam警戒组MediaControlTeam传媒控制组ResponsetoFireAlarmActivationProcedures接报火警处理程序 19 ..……...8EvacuationProceduresTOC\o"1-5"\h\z疏散程序 26 ••… ..19DepartmentalClosedownProcedures部门紧急关闭程序 27 .26StandardOfficeClosedownProcedures办公室紧急关闭标准程序 44 .27RESPONSETODISCOVERINGFIRE火灾紧急措施(ForAllEmployees)(全体员工)IfYouFindaFireorSmoke如果你发现火灾或浓烟STAYCALM-DONOTPANIC!保持沉着镇定-不要惊慌！

IfanemployeediscoverssmokeorfireactivatethenearestfirebreakglassunittoactivatethefirealarmordialXXXXXXX/XXXXXXXtoinformtheFCC(FireControlCenter)ofthefollowing:任何员工如果发现烟或火，请立即按下离自己最近的手动消防报警按钮或拨打内线电话XXXXXXX或直线电话 XXXXXXX通知消防监控中心并说明以下情况：报警人的名字及所属部门?Theexactlocationofthefireorsmoke火灾或浓烟的准确位置?Describethesituationofthefire/smokeandreportinjury(ifany)描述火灾或浓烟的情形，并汇报伤亡(如果有)?Describethenatureofthefire(electricfueletc.)描述火灾的性质(电器火灾、燃气火灾等)hoseIfpossibleandifthesituationpermitstryandreturntothesceneandputoutthefirewiththecorrecttypeoffireextinguisherfiresandorwateruntilarrives.hose如果可能的话，在条件允许的情况下，尝试返回火灾现场，使用正确的灭火器、消防水带、沙子或水进行灭火，直到灭火组到达现场。1.IfthefireorsmokeistoobigevacuatepersonsintheareathroughthenearestEmergencyExit.如果火势或浓烟过大，立即疏散该区域所有人员，从最近的紧急出口离开。1.Donotusetheelevators.禁止使用电梯。1.Donotopenanydoorsorwindowstopreventthefirefromspreadingout.不要打开门窗，防止火势外窜。1.Ifthefireisinthekitchenarea:如果火灾发生在厨房区域：?Cutoffallgasvalvesimmediately立即关闭所有的煤气阀门。?Incaseofagasleakagedonotturnonoroffanyelectricalswitches.如系燃气泄露，不要打开或关闭任何电闸。1.WhenthefirealarmgoesoffandthefireisnotinyourworkareastaycalmandremaininyourworkareawaitforinstructionsfromtheHotel ’sEvacuationTeam.当听到警铃声，而你所在的工作区域没有烟火，保持沉着冷静，不要惊慌，请在原地等候酒店疏散组的指示。HOTELCRISISRESPONSETEAM酒店危机应对小组——火警处理ThefollowingCrisisResponseTeamshavebeenestablishedtodealwithfireemergenciessituations:危机应对小组处理火灾紧急情况：FireBrigadeTeam灭火组EvacuationTeam疏散组AssemblePointTeam集合组ExitPointControlTeam警戒组MediaControlTeam传媒控制组COMMANDCENTER指挥中心IndealingwithfireemergenciesthedesignatedCommandCenterwillbethe“FCC” (FireControlCenter)whichduetoitscommunicationfacilitiesfirepanelsspaceandlocationwouldbeanidealplacetocontrolemergencyoperations.TheSecurityManageroremployeeondutyintheFCCwillalwayshaveasetoffloorplansonhandfortheentirehoteltoassistinplanningownresponseandcommunicationwiththeFireBrigadeTeamifrequired.为了更好地处理火灾紧急情况，将把“消防监控中心”指定为指挥中心，由于其通信设备、消防控制面板、空间和位置的优势，使之成为控制紧急情况的理想地点。保安部经理或消防监控中心值班保安员应该持有整个酒店的平面图，以便于采取应急措施且在需要时与灭火组联系。ASSEMBLYPOINT集合点ThehotelresidentguestsandemployeesafterevacuatingthebuildingthroughthefireexitstaircaseswillbeguidedtotheAssemblyPointbythemembersofEvacuationTeamwhichwillbetheCommercialPlazaareawherearollcallwillbetaken.当酒店所有住店客人和员工由消防楼梯逃离酒店大楼后，将会由疏散组成员将其带领至位于“商业广场”的集合点，然后开始清点人数。ROLLCALL点名RollcallforallhotelresidentguestswillbetakenbytheFrontOfficeManagerortheAssistantFrontOfficeManager;andRollCallforwillbetakenbythetoaccountforallemployeeswhereasRollCallforallthepeopleinhotelwillbetakenbyAssemblyTeamLeader.前厅部经理或前厅部副经理将负责清点核对酒店所有住宿客人数量。各部门总监将负责清点核对酒店所有员工人数。清点人数的统筹工作由集合组组长负责。RESPONSETOFIREALARMACTIVATIONPROCEDURES接报火警处理程序FIRECONTROLCENTER(FCC)消防监控中心 (FCC)Uponreceivingafirealarmeitherthroughthefiredetectormanualfirealarmorthroughthetelephone(whetheritisconfirmedorunconfirmedfire)theSecurityOfficerondutyshouldaskthecallerthefollowingifitisthroughthetelephone:消防监控中心可通过火灾探测器、手动消防报警器或电话接到火警信息(无论是否已经确认发生火灾)。如果是通过电话报警，当值保安员应该询问来电者以下问题：?Ifthisisasuspectedorconfirmedfire是怀疑还是已经确认发生火灾?Locationofthefireandthetimeitwasreported火灾发生的地点和报警时间?Extentofthefire火灾范围?Natureofthefire(electricfueletc.)火灾的性质(电器火灾，燃气火灾等)?Nameofpersonandhis/herdepartmentreportingthefire报警者的名字和部门1.Ifitisthroughthefiredetectorormanualfirealarmidentifythelocationofthealarmfromthefirecontrolpanelorobtaininformationoverthe2-wayradio.如果是通过火灾探测器或手动消防报警器接到火警，通过消防控制面板找到报警器位置或通过对讲机获取火灾信息。?ImmediatelynotifythefollowingHotelEmergencyResponseTeamthroughmobilephonewhowillinturnrushtothesceneofthefire:第一次接到火警信息后，应立即通知紧急反应小组成员赶赴火警现场确认火警，并通知灭火组提前做好准备。DutyManager前厅部值班经理（紧急反应小组组长）SecuritySupervisoronduty保安部值班主管DutyEngineer工程部值班工程师（紧急反应小组组员）FloorSupervisor客房部主管（紧急反应小组组员）EmergencyResponseTeam紧急反应小组1.DutyManagershouldcarrythemasterkeyandmedicalfirstaidkit.值班经理需携带客房万能钥匙及医药急救箱。1.SecuritySupervisorshouldcarryaFireEmergencyCase.保安值班主管携带消防应急箱。1.EmergencyResponseTeammembersshouldleavealltheirworkandrushtothesceneofthefireinthreeminutesafterbeinformedthefirealarm.紧急反应小组各成员接到火警信息后，应放下手中的一切工作，于三分钟之内赶到火警现场。1.EachmemberofEmergencyResponseTeamshouldcarryafireextinguisherfromthelocationwherenearthefirealarmpointandproceedtothescene.小组成员应在离火警点最近处携带一瓶手提式灭火器赶至现场。1.Ifitisconfirmedtobearealfiretheteammemberwhoarrivedfirstshouldtakemeasuresimmediatelybyusingthefireextinguishertofighttheprimaryfire.如果确认火警发生，第一名到达的小组成员应立即采取措施，利用灭火器进行初期火灾的扑救。AccidentalAlarm误报IfitisconfirmedtobeanaccidentalalarmtheEmergencyResponseTeamLeaderwillcommunicatefindingstotheFCCandtheSecurityMonitorondutyshouldimmediatelyliftthealarmbellandresetthefiredetector/firealarmsystemandnotifytheFireBrigadeTeamtoliftthealert.如系误报，紧急反应小组组长将信息反馈到消防监控中心，由消防监控中心值班员解除警铃并将火警探测器 /消防报警系统复位，通知灭火组解除警戒状态。ConfirmedFire确认火灾发生IfitisconfirmedtobearealfirefirstthewillcommunicatefindingstotheFCCthentheSecurityMonitorondutyinFCCshouldimmediatelynotifytheFireBrigadetoproceedtothescenetofightthefirenexttonotifytheconfirmedfirealarmmassagetoGuestServiceCenterfinallytheGSCshouldinformittotheCrisisManagementTeamaswellasthefollowingpersonsthroughmobilephone:GeneralManager总经理?DeputyGeneralManager (Owner’sRep)副总经理/业主代表?DirectorofFinance&BusinessSupport财务总监?DeputyDirectorofFinance(Owner’s)业主财务副总监?ExecutiveAssistantManager行政助理经理?DirectorofFood&Beverage餐饮总监?DirectorofSales&Marketing市场销售总监?DirectorofRooms房务总监?DirectorofHumanResources人力资源总监?DirectorofMarketingCommunication市场传媒总监?DirectorofEngineering工程总监?SecurityManager保安部经理?FrontOfficeManager前厅部经理?ExecutiveHousekeeper行政管家TheFireBrigadeTeamLeaderwillleadthemembersofFireBrigadetofightthefireanduseallpossiblefiresuppressionequipmentavailableatthescene.灭火组组长组织酒店一切灭火力量和灭火器材进行灭火。TheFireBrigadeistoremoveallguestsorunnecessaryemployeesfromthevicinity.灭火组将会疏散附近所有的客人和多余的员工。TheFireBrigadeTeamLeaderistoreporttotheChiefWardenonthesituationregularlyby2-wayradioanddecidewiththeChiefWardenonwhethertocalltheFireBrigadeontelephonenumber119ifthefireseemstobeoutofcontrol.灭火组组长将用对讲机不断地向总指挥汇报最新情况，如果火势过大，无法扑救，立即向总指挥请示，拨打消防“119”请求支援。CHIEFWARDEN总指挥1.TheGeneralManagerwillimmediatelyassumetheroleofChiefWardenandtakechargeofthesituationwhenfireisconfirmed.TheGeneralManagerisresponsibleforallactionsanddecisions.InhisabsencetheDeputyGeneralManagerincommandassumesthisresponsibilityandthereforewillassumetheroleofChiefWarden.当确认火灾发生后，总经理作为危机应对小组总指挥，监控整个局面。总经理将负责所有的行动和决策。如果总经理不在，副总经理将代其承担所有责任，担任总指挥的角色。1.WhenfireisconfirmedtheChiefWardenshouldproceedimmediatelytotheFCCandobtaina2-wayradiodutylistandatorch.当确认火灾发生后，总指挥应立即赶到消防监控中心，获取一个对讲机、责任清单和一支手电筒。LiaisewiththeHotelFireBrigadeTeamLeaderandnotifytheGuestServicesCentertocalltheFireBrigadeontelephonenumber119shouldthisbenecessary.与酒店灭火组组长联系，了解最新火灾情况，如果需要，通知总机报“119”火警。?.与副总指挥保持密切联系，了解火灾最新情况。DEPUTYCHIEFWARDEN副总指挥?WhenfireisconfirmedtheDeputyChiefWardenshouldimmediatelytotheFCC.当确认火灾发生后，副总指挥应立即赶到消防监控中心。ShouldtheChiefWardenisnotinthehoteltheDeputyChiefWardenistoassumetheroleoftheChiefWardenandcarryouthisduties.如果总指挥不在酒店，副总指挥将要担任总指挥的角色并承担其责任。Obtaina2-wayradiodutylistandatorch.获取一个对讲机，责任清单和一个支电筒。CommunicatewiththeChiefWardenandawaitfurtherinformationfromtheChiefWarden.与总指挥联系并等待总指挥进一步的信息。MANAGEMENT管理层工程部技工应待命，并做好准备，协助被困在电梯中的客人或员工。工程部技工应待命，并做好准备，协助被困在电梯中的客人或员工。工程部技工应待命，并做好准备，协助被困在电梯中的客人或员工。工程部技工应待命，并做好准备，协助被困在电梯中的客人或员工。礼貌但坚决地拒绝外界对于火灾的一切问题，必要时可将电话转给市场传媒总监回答问题。礼貌但坚决地拒绝外界对于火灾的一切问题，必要时可将电话转给市场传媒总监回答问题。1.NopersonsoftheManagementTeamcarryingresponsibilitiesincaseoffireshouldleavethepremiseswithouthavingascertainedthathisdutiesarefullyorproperlydelegated（unlessthelivesarethreatened）.在紧急情况下，承担责任的管理层人员不可以离开火灾现场，直到其责任已经完全或正确地被委任（除外）。1.Locateyourselfstrategicallyinaplacewhereyouhavefullcontrolofalleventsandwhereyoucanbeeasilycommunicatedwithandcanquicklyissueordersandinstructions.巧妙地选择一个地方停留，以便于控制各种情况，方便别人与你联系，且能很快地发出命令和指令。1.LiaisewiththeFireBrigadeTeamLeadertoevaluatenecessityforevacuationofthebuildingorpartthereof.与灭火组组长联系，商讨决定进行全面疏散还是局部疏散。GUESTSERVICESCENTER宾客服务中心（总机）TonotifythemembersofCrisisManagementTeamtoproceedtotheAssemblyPointassoonaspossible.尽快通知危机管理小组成员到消防指挥中心集合。1.Actcalmandconfidentandbepreparedtoansweranyguestenquiries.保持沉着冷静、自信，并准备好回答客人的一切问题。1.Keeparecordofguests ’callsandfollowupthecallsoncetheresultsoftheinvestigationiscompleted.保留客人来电记录，当火警调查结束后，继续跟踪处理来电。1.Politelybutfirmlydeclineanswerstoanyoutsiderequestsforinformationregardingthefire.IfnecessarythecalltransferredtoDirectorofMarketingCommunicationtoanswerthequestion.AbandonyourstationonlyifinstructedbytheManagementorifyourlifeorhealtharises.只有当接到管理层的指令或情况已经威胁到你的生命或健康时，方可撤离岗位。Twoormorethantwooutsidecommunicationlinesshouldbecontrolledforensuringtimelyalertandothercommunications.至少控制两条外线通讯线路，以保证能及时报警或其他联络。(119、120、110)ENGINEERING工程部TheDutyEngineershouldarrangeXXXXtostandbyatthepumproomtomonitorthefirepumpsituationandtomanuallyactivatethefirepumpsifnecessary.值班工程师应安排 XXX在消防水泵房待命，监控消防泵、喷淋泵运作情况。TheDutyEngineershouldarrangeXXXXtomonitorthesprinklersystempressure.值班工程师应安排 XXX监控自动喷水灭火系统。.检查消防储备水供应情况。Monitortheuseconditionofstandbyoremergencygenerator(s).。ElectricianstostandbyinthemainswitchgearroomtodisconnectelectricalpowerinzonesaffectedbythefirewhendirectedtodosobytheDirectorofEngineering.电工应在总开关装置房内待命，接到工程部总监指示后，切断受火灾影响区域的电源。Technicianstostandbyandreadytoassistwithanyguestsoremployeeswhomaybetrappedinsidetheelevators.FollowinstructionsfromtheFireBrigadeontheirarrivalandprovidenecessaryassistance.当消防局消防队到达现场后，遵从其指示，并为其提供必要的协助。Switchoffgasvalvesinlocationswhereitmaybeaffectedbythefire.关闭位于有可能受火灾影响的区域所有的天然气阀门。SECURITY保安部．SecurityManagerattendstheFireBrigadeTeamtofightthefire.。．SecuritySupervisorleadstheObligationFirefighterstothesceneandorganizetofightthefireandtoassistthewoundedandevacuateguests.TimelyreportthefiresituationtoChiefWardeninFCCandawaittheinstructionsfromtheChiefWarden.值班主管带领酒店专职消防人员（保安部灭火组）赶到火灾现场，负责组织灭火，并协助抢救伤员，疏散客人；并将火场情况及时汇报消防中心灭火指挥部，等待接收指挥中心命令。．TheSecurityMonitorwillmonitorthesceneofthefirebyCCTVandtimelyreportthesituationtoChiefWarden.消防中心值班员在消防监控中心将火灾现场以及现场人员情况及时汇报灭火指挥部。．IfthefirealarmisreceivedtheSecurityMonitorshouldsticktohis/herposttocoordinatebyansweringthephone（unlessitisindanger）.接到火警后，消防中心值班员应坚守岗位不要离开电话机以便随时协调打入电话（除非已处于危险状态 .）．SecurityGuardshouldberesponsibleforthesafetyofeachpoststopguestsusinganyelevatorandpreventsuspiciouspersonsandguestsfromaccessingtohotelbypayingattentiontothethembepolitelyrejectedallthenewsunlessthatwasapprovedbyGeneralManager.保安员负责各岗位的安全，严密注意可疑人员进出，劝阻客人再次进入酒店，阻止客人使用电梯，未经总经理或酒店经理同意婉言拒绝一切新闻采访。．Incaseoffireeachsecurityguardshouldsticktothepostandforbidanyunwantedpersontoenterthehotelprotectthepropertysafetyoftheguestsandhotelbypreventingtheft.各岗位值班的保安员在火灾发生时，要严守岗位，禁止一切无关人员进入，保护好现场，保护好客人的安全及酒店财产安全，防止图谋不轨者趁火打劫。．Thesecurityguardwhodirectthetrafficshoulddredgethelanetoensurethewayisopenforvehiclesandpedestriansandbepreparedtoleadthewaythataccesstohotelforthefireengine.负责指挥交通的保安员应立即，保证车辆、行人的畅通，并为消防车的到来做好带路准备。．Withoutthespecialapprovaleachsecurityguardwillbeforbiddentoleavetheposttofightthefire.未经特别许可，各岗位保安人员不得擅自离岗参加灭火。．Afterthefire当火情排除后，应马上将所有的报警器和灭火系统恢复正常并将所用过的灭火器再补充到原处，并组织人员保护现场，以利于以后火灾调查。．AfterthefirehappenedtheIncidentReportshouldbewritteninsixhoursandttoGeneralManagerandDeputyGeneralManagerandrelatedpersonnel.在事故发生后六小时之内写出事故报告，呈送总经理、副总经理及相关人员。．FillintheFireAlarmRecord.填写《》。．AddittotheHotelFirefightingFiles.录入《酒店消防档案》。FRONTOFFICE前厅部StopallregularworkandawaitinstructionsfromtheFrontOfficeManagerorDirectorofRooms.停止所有日常工作，等待前厅部经理或房务部总监的指示。Actcalmandconfidentandbepreparedtoansweranyguestenquiries.保持冷静沉着，并准备好回答客人的一切疑问。Politelybutfirmlydeclineanswerstoanyoutsiderequestsforinformationregardingthefire.准备客人财产目录清单，且在火被扑灭后，确保保管好所有物品。准备客人财产目录清单，且在火被扑灭后，确保保管好所有物品。准备客人财产目录清单，且在火被扑灭后，确保保管好所有物品。准备客人财产目录清单，且在火被扑灭后，确保保管好所有物品。礼貌但坚定地拒绝外界关于火灾的所有问题。Makenecessarypreparationsforeventualevacuation.为紧急疏散做好所需的准备。Ensurenooneusestheelevators.ShouldtherebeguestsoremployeestrappedinsidetheelevatorimmediatelyinformtheFCC.确保没有人使用电梯。如果有客人或员工困在电梯内，立即通知消防监控中心。Bepreparedtoprintoutthein-houseguestlistincaseofevacuation.做好准备打印住店客人名单，以防需要疏散。1.Checkthehandicappedguestlistandbepreparedtoevacuateallhandicappedguestsfirstshouldevacuationisannounced.核查残疾客人名单，如果需要进行疏散，先疏散残疾客人。8.Secureallcashdrawersandensurealltheguestsafetydepositboxesarelocked.锁上所有的备用金抽屉，并确保锁好所有的客用保险箱。HOUSEKEEPING客房部1.Assignemployeestoassistguestsbydirectingthemtowardssafelocationsand/orfireexits.指派员工协助指引客人逃往安全地点和/或火灾紧急出口。1.Rushtothesceneofthefireandsuperviseremovalofitemsfromthefirezone.在安全的前提下赶至火场区域，监督火灾区域物品的搬移工作。1.Prepareaninventoryofguestpropertyandensureitssafecustodyafterthefirehasbeenextinguished.1.KeepanOrderTakerintheHSKPtoanswerthephones (Abandonyourstationonlyifimminentdangertoyourlifeorhealtharises客房部留文员一名，在办公室接听电话（威胁到人身安全时可以自行撤离）。FOOD&BEVERAGE/KITCHEN餐饮部/厨房1.Switchoffgassupplyandelectricalconnections.切断所有的煤气阀门和电器接口。1.Secureallcashdrawersandkeys.锁好所有的备用金抽屉并保管好钥匙。1.Ensurerestaurantexitsareclearofallservicetrolleys.确保所有的餐厅出口畅通无阻，没有停放服务小车。1.Bepreparedtodirectguestsincaseofevacuation.如果需要疏散，做好指引客人的准备。1.Provideassistanceforrestaurantgueststoexitthehotelifendangered.如果情况即将危及到客人性命，协助餐厅的客人逃离酒店。ACCOUNTING采物部1.Secureallcashboxesvitalcomputerdiscsandcontrolkeystoasafelocation.将所有的备用金箱、重要的电脑磁盘和控制钥匙放置到一个安全的地方。1.Bepreparedtoassistguestsandemployeesincaseofevacuation.如果需要疏散，准备好协助客人和员工。1.Doallthepreparatoryworkfromahotelofreopenedviewonconditionthatensuredthesafetyofguestsandemployees.在保证人员安全的前提下需要从酒店重新开业的角度去做所有的准备工作。HUMANRESOURCES人力资源部1.Bepreparedtocollectthedatafromtheattendancesystemandprintoutalistofallemployeeswhohavereportedduty.准备从员工考勤系统中获取信息，并打印上班员工名单。1.AssistwithregisteringthenamesofinjuredemployeesandarrangeforFirstAid.协助登记受伤员工姓名并为其安排急救。1.AlerttheHouseDoctororHouseNurseofthesituationandbepreparedtoprovidefirstaidtotheinjured.Coordinateforanambulanceandhospitalizationifrequiredforallinjuredincludingguests.内部医生或护士当时的情况，并准备为受伤者提供急救。如果需要，为伤者（包括客人）联系救护车和住院治疗。SALES&MARKETING市场营销部1.DirectorofMarketingCommunicationshouldobtainthemostupdatedinformationfromtheChiefWardenandbepreparedtointeractwiththemediaandensureownemployeesinadvertentlydonotgivestatementstoTVandpressreporters.市场传媒总监应从总指挥处获知火灾最新情况，准备与媒体联系，并确保其员工不向电视台和发表任何声明。1.DirectorofSales&Marketingalongwithavailabledepartmentmemberswillassistinevacuatingguestsfromthelobbytotheassemblyareashouldevacuationisnecessary.如果需要疏散，市场销售部总监将协同其部门人员，协助疏散大堂的客人到集合区域。1.ToassisttheFrontOfficetomakealternatearrangementsforguestsincaseofpartial/completeevacuation.根据疏散需要（局部疏散或全面疏散），协助前厅部在不同情况下为客人做出不同的安排。RECREATION康乐1.Bepreparedtoassistanddirecttheguestsincaseofevacuation.做好准备协助和指引客人，以防需要疏散。1.Checkallchangingroomswashroomssaunaroommassageroomstoensuretheguestsareawareofthesituation.检查所有的更衣室、浴室、按摩浴池和按摩房，确保客人获知当时的情况。1.Secureallthecashdrawersandkeysandbepreparedfortheevacuation.锁好所有的备用金抽屉并保管好钥匙，并为疏散做好准备。EVACUATIONPROCEDURES疏散程序ThedecisiontoorderforlieswiththeChiefWardenorinhisabsencetheDeputyChiefWarden.Theannouncementwillbemadeoverthepublicaddresssystemandmustonlybedirectedtothoseareasaffectedbytheevacuation.Inthecaseoffullevacuationtheevacuationmessagemustbediffusedthroughallchannels.局部或全面疏散的决定取决于火情的危险性，总指挥或副总指挥（当总指挥不在时）将视火情的危险性进行决定。疏散指令将会通过公共广播系统在需要进行疏散的区域内播出。如果需要进行全面疏散，疏散信息必须在酒店的每个区域全面散布。TheevacuationinstructionsoftheHotelFireBroadcastingshouldbeplayedinacontinuousloopbyusingthethreelanguagesofChineseEnglishJapanese.Message:Ladiesandgentlemanyouareattentionplease ！thereisanemergencysituationinthebuildingpleaseevacuatebythenearestexitinthatcaseandobeyoralinstructiongivingbytheenpleasedonotusethelifts.紧急通告，请立即离开现场，使用最近的通道；请不要使用电梯，请保持冷静，有秩序地离开。DUTIESOFTHEHOTELCRISISMANAGEMENTTEAM酒店危机管理小组职责CHIEFWARDEN总指挥1.Ifevacuationorderistobegivenmakedecisiononpartialorfullevacuation.如果需要进行疏散，决定是局部疏散还是全面疏散。1.GiveclearinstructionstoGuestroomEvacuationTeamLeaderastowhichfloorsaretobeevacuated.给予疏散组清晰指示，指出需要疏散的楼层。.1.Makeannouncementoverthepublicaddresssystem.通过公共广播系统发出通告。1.OnlyleavetheCommandCenteriftheareabecomesunsafe.只有当指挥中心已经不再安全，方可撤离。1.OncethehotelhasbeenevacuatedproceedtotheAssemblyPointtoensureallguestsandemployeeshaveevacuated.当酒店疏散后，总指挥应赶到集合点确保所有的客人和员工已撤离到集合点。1.Supervisere-occupationofhotelifthefirehasbeenbroughtundercontrol.RememberthatthelocalPoliceandtheFireBureauhaveauthority.如果火势已经得到控制，监督再次进入酒店的过程。请紧记当地警察和消防局拥有全面的权利。1.AccordingtotheIHG ’sstandardsincidentReportshouldbesupervisedandurgedtosendtotherelateddepartmentofIHG.督促火灾事故报告按集团标准发送至集团相关部门。DEPUTYCHIEFWARDEN副总指挥1.IfevacuationorderhasbeengivenbytheChiefWardentheDeputyChiefWardenistoensurethatevacuationandclosedownproceduresarecarriedoutaccordingtotheplan.接到总指挥发出的疏散指令后，副总指挥有责任确保所有人按照计划执行疏散和紧急关闭程序。1.CommunicatewiththeChiefWardenontheactionstakenandthesituationinthelobbyareaandAssemblyPoint.与总指挥保持联系，汇报大堂和集合点的情况。1.BeinthelobbytosupervisetheEvacuationTeamtoevacuategueststotheAssemblyPoint.留守在大堂，监督疏散组疏散客人到集合点这一过程。HOTELFIREBRIGADETEAM酒店灭火组1.IfanevacuationorderisgiventheFireBrigademustinformtheChiefWardeniftheyareabletostartevacuatingtheguestfloors.当接到疏散指令后，灭火组应请示总指挥，确定他们是否能够开始疏散客房。1.ReportthesituationoffiretotheLocalFireBrigadewhentheyarrive.当消防队到达时，向消防队汇报火灾情况。1.IfthefirestatusisworseningthenuponthecommandoftheHotelFireBrigadeTeamLeaderallteammembersshouldevacuateviathestaircase.如果火势加剧，无法控制，酒店灭火组组长及所有的组员应由消防楼梯撤离酒店。1.IfthefireiscontainedandextinguishedafirewatchbyoneoftheFireBrigademembersmustbemaintaineduntilclearedbytheChiefWardenortheLocalFireBrigade.如果火情得到控制并被扑灭，灭火组需要指派一名成员在火场警戒，直到总指挥或当地消防队清场。GUESTROOMEVACUATIONTEAM疏散小组ThemembersofGuestRoomEvacuationTeamaremainlyresponsiblefortheevacuationworktotheguestsinroomandtheotherguestswillbeevacuatedbythestaffthatworksintheirarea.EvacuationTeamLeader疏散组组长1.WhenevacuationorderisgiventheGuestroomEvacuationTeamLeaderwillproceedtotheFCCimmediatelyandobtaina2-wayradiodutylistandatorch.当接到疏散指令后，客房疏散小组组长将立即赶到消防监控中心，领取一个对讲机、责任清单和一支手电筒。1.EvacuationTeamisimmediatelycomposedofmembersbycloselycooperatingwiththecoordinator.和疏散组协调员密切配合立即组织人员成立疏散小组。1.ToarrangethemembersofEvacuationTeamarrivetothedesignatedlocationassigntheevacuationtaskstoclearlytoallmembersaboutwhatareatheyareresponsiblefor.立即安排疏散组组员到达需要疏散楼层的指定位置，并将疏散任务清楚地分配给所有组员：每个组员负责疏散的区域。1.Instructallthemembersthateveryfirehydranthasbeenputchalksinandjustopenthedoorforuseit.告知所有疏散组组员：在酒店的每个消火栓内放置有粉笔，打开消火栓的门即可取出来使用。?AwaitinstructionsfromtheChiefWardenontheexactfloorstobeevacuated.在准备进行疏散的楼层等候总指挥的指令。?ToarrangeacommercialvehiclethathassevenormoreseatsproceedtotheAssemblyPoint安排一辆七座以上商务车到集合点待命。EvacuationTeamMembers疏散组组员ProceedwiththeTeamtothedesignatedfloors.接受组长指令，赶到指定的楼层。TheEvacuationTeamLeaderistosupervisetheguestsevacuationandliaisewiththeguestroomfloorExitPointControlforthesmoothrunningofevacuation.疏散组长将监督客人疏散过程，并与楼层警戒组保持联系，从而使疏散能顺利进行。TheTeamswillevacuateeachguestroomandcarryoutthefollowing:-疏散小组负责疏散每个客房，并执行以下程序：?Instructanygueststoevacuateandadvisethemoftheneareststaircase.通知客人疏散并告知他们最近的楼梯位置?Checkunderthebed检查床底3.?Checkalltheclosets检查所有的衣柜?Checkthebathroom检查浴室?Switchoffair-conditioningandlights关闭空调和电灯?Closeanyopenwindowsandbalconydoors关上开着的窗和阳台门3.?Closethedooraftercheckingandmarkansignonthedoorwithachalktoindicatetheroomhasbeencheckedandcleared.检查完毕后，关上房门，并在门上打上标志，说明该房已经被检查和清空。EvacuationTeamLeaderistophysicallyreport backtotheFCCuponthecompletionofevacuationassignments ifitissafetodosootherwisecommunicationshouldbemadeviathe2-wayradioattheAssemblyPoint.疏散组组长完成疏散任务后，在安全的情况下，亲自到消防监控中心报到，否则在集合点通过对讲机向消防监控中心汇报情况。ASSEMBLYPOINTTEAM集合组集合组组长WhenevacuationorderisgiventheAssemblyPointTeamLeaderwillproceedtotheFCCimmediatelyandobtaina2-wayradiodutylisttorchfloorsignsdepartmentnamesignsandmegaphone.当接到疏散指令，集合组组长将立即赶到消防监控中心，领取一部对讲机、责任清单、手电筒、楼层标志、部门标志和扩音器。ofmembersbycloselycooperatingwiththecoordinator.和集合组协调员密切配合立即组织人员成立集合小组。1.Obtainbackupreportsforin-houseguestlistandhandicappedguestlistfromtheFrontOffice.从前厅部获得所有住店客人清单和残疾客人清单。4.Takeouttheemployeerosterforrollcallpurpose.随身携带酒店当日的出勤人员名单，负责集合点所有人员的人数清点。AssemblyPointTeamMembers集合组组员1.TheAssemblyPointTeamMemberswillproceedtothedesignatedAssemblyPointimmediatelyandawaitevacuatingguestsandemployees.集合组组员将立即赶到指定的集合点，等候疏散的客人和员工。.1.TheAssemblyPointLeaderswillorganizeaccordinglytheseparatedplacesattheAssemblyPointforevacuatingguestsandemployees.集合组组长将会在集合点为疏散的客人和员工安排各自的集合区域。1.Conductarollcallforguestsandemployeesusingthein-houseguestlistandemployeeattendancerecord.根据住宿客人清单和员工出勤记录，清点客人和员工人数。1.Ensurefirstaidequipmentdoctornurseandambulance(ifsummoned)isstandingbyintheAssemblyPointsite.确保急救仪器、医生、护士和救护车(如果有安排救护车)已在集合点准备就绪。1.AssemblyPointLeaderswillsuperviseanyguestsoremployeesneedingfirstaidtreatmentbydoctorornurseandreporttotheChiefWardenonthesituation.集合组组长将查看需要急救的客人或员工，并将情况汇报给总指挥。1.EnsurethereisavehicletakenbyadrivertotheAssemblyPointincaseoftheneedsfortakingtheguestorstafftothenearbyhospital.确保酒店司机将一辆酒店的车开到集合点，以防需要将酒店客人或员工送到就近的医院。1.Ensurenoonere-entersthehotel.确保没有人再进入酒店。EXITPOINTCONTROLTEAM警戒组ExitPointControlTeamLeader警戒组组长1.WhenevacuationorderisgiventheExitPointControlTeamLeaderwillproceedtotheFCCimmediatelyandobtaina2-wayradiodutylistandtorch.当接到疏散指令后，警戒组组长将立即赶到消防监控中心，领取一个对讲机、责任清单和一个手电筒。1.PickuparmbandstobedistributedtotheExitPointControlTeamMembers.和警戒组协调员密切配合立即组织人员成立警戒小组。1.Fromestablishedlistofexitpointcontrollocationsdistributethelocationstotheteam.根据紧急出口警戒位置平面图（该平面图应该放置在自己随时可取得的地方），将组员分派到各出口位置。火灾事故未得到控制前，确保无人再次进入火灾现场（火灾救援人员除外）。ExitPointControlTeamMembers警戒组组员1.TheExitPointControlTeamMemberswillproceedtotheFCCimmediately.警戒组组员将立即赶到消防监控中心。1.ReceiveinstructionsfromtheTeamLeaderforyourexitpointlocation.从组长处获知所负责的紧急出口位置。1.Goimmediatelytoyourexitpointlocation -donotuseelevators.立即前往分配到的紧急出口 -不要使用电梯。1.DirectallevacuatingguestsviastaircasessafelytotheAssemblyPoint.指引所有疏散的客人从楼梯安全地抵达集合点。1.TheExitPointControlTeaminthelobbywilldirecttheevacuatedguestsfrom(conferencehallrestaurantsandotherlobbyareatoleavethelobby/hotelbuildingandproceedtotheAssemblyPoint.留守大堂的警戒组负责会议厅、餐厅和大堂其它区域的客人离开大堂 /酒店大楼，并到集合点集合。1.Donotshoutinaddressingtheguests.Askthegueststoremaincalmandnottopanic.不要冲着客人大声喊叫。要求客人保持冷静，不要惊慌。1.Iftheareayouareisbecomingunsafethenfallbackandcontinue.如果你所在的区域变得不再安全，尽快撤离该区域。IfallguestshavebeenevacuatedthenproceedtotheAssemblyPointandreportthesituation.如果客人已经全部疏散，警戒组组员赶到集合点并汇报情况。媒体控制组MediaControlTeamLeader媒体控制组组长ProceedtoFCCandwithGeneralManager.立即赶赴消防监控中心，和总经理保持密切的沟通。?在火灾突发事件发生时，立即做出反应：如何以文字、语言、影像、网络等形式面对媒体和社会。?确保所有对外的信息公布符合集团危机管理标准。.Preparethematerialstofacewiththereporter’senquireormedia ’sinterview.．Ensurethatthepersoninhotelwhowasn ’tauthorizedbyGeneralManagershallnotannounceanyuntrueorinaccuracyinformationtomediasoastoavoidthereputationlosstohotel.确保酒店内：未经总经理授权的人员不得向媒体公布不真实或不准确的信息，以免使酒店信生E也誉受损。DEPARTMENTALCLOSEDOWNPROCEDURES部门紧急关闭程序ThepurposeoftheDepartmentalClosedownProceduresistoensurethateachDepartmentintheHoteliscloseddownandmadesafeasrapidlyaspossiblyintheeventthatitisnecessarytoevacuatetheHotel.TheprimaryobxxxxjectiveoftheClosedownProceduresistoensurethesafetyoftheemployeesandthesecondaryobxxxxjectivesaretoand/ortakeoutanyimportantorvaluabledocumentation.Theyaretoswitch-offanymachineryandequipmentthatifleftunattendedmaycauseadditionalandunnecessaryproblemsduringtheexistingemergency.部门紧急关闭程序的目的是，在酒店需要进行疏散时，确保酒店每个部门都能尽快地、安全地关闭。确保员工的安全，其次是保存重要的或有价值的文件。该程序将切断所有机器和仪器的电源，从而避免在发生紧急情况时，引起额外的和不必要的问题。Thesafetyoflifeisparamountandifthereiseveranydoubtthenvaluablefilesanddocumentationmustbeleftbehind.生命安全是极为重要的，在任何情况下，无须质疑，任何重要的档案和文件都必须置于次要地位。INITIATIONOFCLOSEDOWNPROCEDURES紧急关闭程序的开始Thesignal