危机管理计划资料

CRISISMANAGEMENTPLAN危机管理计划Approvedby: ____________________________ JerryZhangSecurityManagerJanuary2007

CONTENTS目录Introduction1前言PartI、Definitions 2第一部分：名词解释WhatIsACrisis?2什么是危机?WhatAreTheKeyGoals?3危机处理的主要目的EmergencyResponseTeam(ERT)4紧急反应小组TheCrisisManagementTeam(CMT)5危机管理委员会PrimaryresponsibilitiesoftheCMT6CMT的主要职责CMTMemberMajorAssignments7CMT成员主要任务FireFightingTeam(FFT)10义务消防队员ResponsibilityofFFT11义务消防队员的职责PartII、CrisisManagement12第二部分：危机管理方案Fire12火警ArmedRobbery48持械抢劫BombThreats51炸弹威胁CivilDisturbance59民事骚乱PowerFailure63紧急停电Floods66防汛DiseasePrevention70传染病防范FoodContamination76食物中毒Kidnapping78绑架PartI第一部分Definitions名词解释INTERNALPOLICYREF:CMP-A001Page1of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlanIntroductionDistribution:AlldepartmentheadsandAssistantManagersIntroduction前言TheCrisisManagementPlanisdesignedtoprovideanorganized,efficientresponsetocrisissituations.Suchcrisismayresultindisruptionofnormalhoteloperationalfunctionsortheclosingofthehotel.Relocationofguests,patronsandemployeesmayalsoresult.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。Examplesof“crisis”incidentsinclude,butarenotlimitedtothefollowing:“危机”包括但不局限于以下内容：Fire火灾NaturalCatastrophes自然灾害MechanicalBreakdowns机械故障LossofUtilityServices能源中断HazardousMaterialsExposure危险品爆炸BombThreats炸弹威胁TerroristActs恐怖威胁HostageSituations绑架ArmedRobbery,Burglary,Homicide持械抢劫、闯窃、凶杀CivilDisturbance民事骚乱PowerCutEmergency大面积突然停电SpecialConcerns特别安全事故Circumstanceswhichmayconstituteacrisiscanneverbeentirelypredicted.Implementationofthisplanwillalwaysbebasedonanalysisofthefactsathand.However,FAMILIARITYWITHTHECRISISMANAGEMENTPLANBEFOREACRISISOCCURSISCRITICAL.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。Properlyused,theCrisisManagementPlanprotectsguestpatronsandemployeesaswellasensuringthatthehotel’simageandreputationremainintact.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。INTERNALPOLICYREF:CMP-A001Page2of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlanDefinitionsDistribution:AlldepartmentheadsandAssistantManagers1、WhatIsACrisis?什么是危机?AcrisiscanbedefinedasoneofanumberofsituationswhichthreatentheprofitabilityorreputationoftheCompanyandforvariousreasons,cannotbehandledbythenormalmanagementsystems.Suchacrisiscanbeimmediatelyapparent.Alternatively,itmayarisebytherecognitionthatanumberofseparateincidents(suchasproductcontamination)arerelatedandareincreasinginseverityandfrequency.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。Itisimpossibletoprovideadetailedmanualthatcoverseveryconceivablesituation.Instead,thismanualaimstoensurethattheproperstructure,facilitiesandinformationareavailabletoenableseniormanagementtohandleacrisiseffectively.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。Differentmanagementresponseswillberequiredbutallofthemcontaincommonfeaturesthatthisplanaddresses.However,whateverthecrisis,thoseinvolvedmustkeepasprioritiesto: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：Protectthepublic/customer保护公众/客人Protecttheemployees保护员工Protectthebusiness保证经营Cooperatewiththeauthoritiesinvolved与相关政府部门合作INTERNALPOLICYREF:CMP-A001Page3of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlanDefinitionsDistribution:AlldepartmentheadsandAssistantManagers2、WhatAreTheKeyGoals?危机处理的主要目的MinimizingimpactontheHolidayInn’sbrandreputationandprofitability.最大程度降低对假日酒店品牌声誉及收益的影响。Maximizingtheabilityofseniormanagement(throughtheCrisisManagementTeam)torespondrapidlyandeffectivelytothecrisispresenting.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。Wehavetobeabletoconvinceshareholderandcustomersthatregardlessoffaultfortheoriginalincident,HolidayInnJasmineSuzhoucanquicklyanddecisivelyreacttostabilizethesituationandresolveproblemsarising.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。TheCrisismustbeperceivedasmuchanOpportunityasaThreat!我们必须把危机变为机会，而不是威胁。Ouraimmustbeforthosewatchingourcrisisresponsetoconclude:我们对危机的反应必须让大家产生以下共识：“Thecompanyactedwithprofessionalismandintegritythroughout.”“这个酒店始终按照专业及诚信的准则应对处理突发事件。”INTERNALPOLICYREF:CMP-A001Page4of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlanDefinitionsDistribution:AlldepartmentheadsandAssistantManagers3、EmergencyResponseTeam(ERT)紧急反应小组TheEmergencyResponseTeam(ERT)ofthehotelwillbesufficientlytrainedandmannedtocopewithanytypeofemergencynotnecessarilyconfinedtofire.TheteamwillbemadeupofmainlyDutyEngineer,SecuritySupervisorandDutyManager,butwillalsoincludemembersofotherdepartmentstoensurethatsufficienttrainedpersonnelcoveremergencyona24hoursbasis.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。INTERNALPOLICYREF:CMP-A001Page5of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlanDefinitionsDistribution:AlldepartmentheadsandAssistantManagers4、TheCrisisManagementTeam(CMT)危机管理委员会TheCrisisManagementTeam(CMT)includesthemanagementteammembersandotherexpertswhocanquicklyandeffectivelyexecutetaskstocontrolacrisisandminimizeloss.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。PositionGeneralManager(RMincharge)/MOD总经理（驻店经理代理）/总值班Ower’sRep业主代表FinancialController财务总监DirectorofSalesandMarketing销售总监HumanResourcesManager人力资源部经理SecurityManager保安部经理ChiefEngineer工程部总监FrontOfficeManager前厅部经理ExecutiveHousekeeper行政管家ExecutiveChef行政总厨DutyManager/NightManager大堂经理/夜班经理PurchasingManager采购部经理PublicRelationsManager公共关系经理Ext.MobileBire6101620168011313INTERNALPOLICYREF:CMP-A001Page6of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlanDefinitionsDistribution:AlldepartmentheadsandAssistantManagers5、PrimaryresponsibilitiesoftheCMTCMT的主要职责EvaluateRisksandExposurestothehotel.分析事件严重程度Promptdecision-makingandprioritizationoftasks.快速反应，并按轻重缓急发布指令Helpensuretheauthoritiesarenotifiedinatimelyfashion.向有关部门及时汇报Providepreliminaryfirstaidandfirefightingefforts发生突发事件时，开展初期急救和扑救工作Provideforthesafeevacuationofguestsandemployees帮助客人和员工安全离开事故现场Provideforthesaferelocationandtransportationofguests为客人提供其他住宿场地及相关的交通安排Developmentofmedia/publicrelationsresponse.决定如何向媒体作出反应Securehotelassets确保酒店财产安全?Evaluateandreportlosses评估损失?Restoreoperationsinatimelymanner尽快恢复运转Post-crisiscritiqueandrevisionofplanasnecessaryforfutureuse.危机后修改危机管理计划以备后用TheGeneralManager(actedbyRM)servesastheCrisisLeaderandspokesperson.Ifunavailable,thenextpersonontheCMTlistassumestheroleofCrisisLeaderintheordersetintheCMTlist.AllmembersoftheCMTmustbekeptabreastofallpertinentinformationbutwillreferallinquiriestothespokesperson.Thisassuresconsistentstatementsandreleaseofappropriateinformation.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。IftheemergencyoccurswhenonlytheMOD(ExecutiveonDuty)ispresent，thenhe/sheassumestheroleofCrisisLeaderuntilnecessary.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。AllCMTmembersneedtoappointadesignatedrepresentativeincasewhenheisnotonthepropertyattheonsetofacrisis,thenexton-dutyseniormanager/designatedrepresentativeinthatdepartmentwillperformthefunctionuntilthearrivaloftheCMTmember.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。Whenamajorincidentoccurs,itwillbeimmediatelyinvestigatedbytheDutyManager,asecurityofficerandthemanagerwhohasresponsibilityovertheareaimpacted.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。TheCMT’sdemeanorduringthecrisissituationisveryimportant.Maintainingcalmnessbothinactionsandmannerofspeakingisveryimportant.CMT的表现十分重要，必须在行动及言论中保持镇静。ACMTwhichis“incontrol”reassuresguestsandsetsanexampleforourstaff.Italsoimpressesthemediaandotherofficialswhomustrelyuponus.TheCMTis“onstage”throughoutacrisis.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。INTERNALPOLICYREF:CMP-A001Page7of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlanDefinitionsDistribution:AlldepartmentheadsandAssistantManagers6、CMTMemberMajorAssignmentsCMT成员主要任务GeneralManager总经理OverseestheCrisisManagementTeam管理危机管理委员会。Decisionmaker决策人。Officialspokesperson发言人。ReporttoCorporateOffice向集团总部汇报事故情况。DeputyGeneralManager副总经理SupporttheGMindecisionmakingandinformationdisclosure.协助总经理决策和信息发布。ResidentManager驻店经理ActastheCrisisLeaderwhenGMisnotonthepremises总经理不在酒店时，代替总经理处理危机。ChiefEngineer总工程师Proceeddirectlytotheemergencyscene.一旦发生紧急事件，立刻赶到现场.Provideinformationonstructuralintegrity,emergencysystemsandutilities(power,gasoline,water,etc…)向CMT提供有关设备运行情况，能源供应情况等。MakeaccessibletotheCMTasetoffloorplanswiththemechanicalandgeographicallayoutofthehotel.向CMT提供楼面图纸、设备安装图纸、房屋结构图等。DirecttheactivitiesofEngnieeringstaff:shutdownthehotel'sutilitiesandHVACsystem.指挥切断能源和通风系统等。Contacttheelectriccompany,gascompany,andwaterdepartmentasnecessarytoreportdamage.Askforinspectionstoconfirmtheintegrityofthehotel'ssystems.如有必要，向外求助报修。SecurityManager保安经理Proceeddirectlytotheemergencyscene.到达事故现场。Directtheactivitiesoffirefightingorevacuationfromtheaffectedarea指挥救火或现场疏散。Setupperimetercontroltopreventunauthorizedentry.禁止无关人员出入现场。Ensurethesafetyofguestproperty确保宾客财产安全。ArrangenecessaryadditionalmanpowerwithPSB/FireBrigade.安排必要的人力实施救助,辅助警察、消防队员的工作。HelptheGMcoordinatewithemergencyagencies.帮助总经理联络协调有关部门。PutinplaceRoomingList(occupied/vacant).Organizepersonneltoconductacompletecheckofoccupiedandvacantguestroomsandcorridorsintheaffectedarea.根据入住客人报表，组织检查楼层及走道，查明失踪人数。INTERNALPOLICYREF:CMP-A001Page8of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlanDefinitionsDistribution:AlldepartmentheadsandAssistantManagersFrontOfficeManager前厅经理Ensureeffectivecommunicationandmaintaincompletelogofcommunication.保持通信畅通并做好通讯记录。AssignstaffingintheassemblypointortheshelterareaandhelpwithFirstAid.安排人员在疏散中心提供服务，并协助急救。Directorassigngueststoasafeareainthehotelortoaneighboringhotel.疏散客人至安全地点或邻近酒店。Maintainamasterlistofrelocatedguestsandnewlodgings.做好宾客安排记录。Preparealistofnamesofguestswhowereintheareaaffectedbytheemergency.提供事发区域受到影响的客人名单。Intheeventofguestinjuries,assignthenecessarystafftotakethefullnameandroomnumberoftheguestandthenameofthehospitaltowhichtheguestistransported.一旦发现客人受伤，应记录受伤人员名单，房间号码以及送往医院地点。Maintainthestatusandlocationsofguestsreceivingmedicaltreatment.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。Contactfamiliesofinjuredguests.通知受伤人员家属。Anyreciprocalagreementforaccommodationswithnearbyhotelsshouldincludebeverageserviceandemergencytoiletries(whenavailable)uponcheckin.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。DirectorofFoodandBeverage餐饮总监Evacuateguest疏散客人Secureallcash,valuablesandkeys锁好贵重物品，现金和钥匙。Switchoffpowersuppliesinkitchens,restaurantsandbars切断厨房、餐厅和酒吧能源.Arrangefoodandbeverageserviceforguestsintheassemblypoint.为被疏散客人提供餐饮服务。FinancialController财务总监Secureallcash,valuablesandkeys,includingalloutletscachiers锁好贵重物品,包括所有收银点。Assignpersonneltohandlereportedlossesandclaimsbydisplacedguests.安排人员负责记录客人报失。Coordinatewithattorneysandinsurancecompanyregardinglegalandliabilitylimitations.Arrangeforphotographstobetakenofaffectedareaforlaterusebyinsurancecompany.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。INTERNALPOLICYREF:CMP-A001Page9of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlanDefinitionsDistribution:AlldepartmentheadsandAssistantManagersHumanResourcesManager人力资源部经理Helpevacuateemployees.帮助疏散员工。AccountforemployeesbyusingEmployeeRoster.根据员工上班名单做好员工疏散工作。Takestepstomaintainanaccurateworkrecordofnumberofhoursemployeesworkduringthecrisis.精确记录员工处理危机事件的工作时间。AssistinstaffingofPressInformationMaintainalogofactionstakenduringtheincident.记录事件处理的经过。AssemblealistofallinjuredemployeeindicatinghospitaldestinationandnatureofinjuriesandhandletoGM.收集受伤员工名单以及送医地点，受伤状况，提供给总经理。Assignsomeonetosupplyinformationtoandaboutaffectedemployeesandhandlenotificationofnextofkin.通知受伤员工家属。Overseeandrenderassistancetoinjuredemployees.探视受伤员工并给予帮助。DirectorofSalesandMarketing销售总监Alternatespokesperson.发言人的后选Coordinatelodgingfordisplaceguests.安排客人转住其他酒店。Maintainamasterlistofrelocatedguestsandnewlodgings.记录客人流向。KeepclosecommunicationswithFrontOfficeManager.和前厅经理保持联络。 Contactarrivalguests.立刻联络尚未到达的预订客人。PublicRelationsManager公共关系经理AssistspokespersonindealingwiththemediaandimplementingtheCrisisCommunicationsPlan.辅助媒体发言人的工作AnticipatemediaquestionsandsupplytheCMTspokespersonwithinformationforastatement.事先准备媒体会问及的问题以帮助CMT发言人的发言。EstablishthePress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Coordinatepostcrisiscommunicationandcorrespondencewithemergencyagencies,newsmedia,etc.,torecognizeexceptionalreporting/handlingofthecrisis.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。Expressthehotelsappreciationtotheemployees.代表酒店方向员工表示感谢。ExecutiveHousekeeper行政管家Guestevacuation.组织客人疏散。Providewettowelsandblanketsforevacuation.为疏散人员提供湿毛巾和毯子。Providethenecessarystaffforfoodandbeverageservicetodisplacedpersonsintheshelterarea.为疏散的客人提供食物及饮料。ExecutiveChef行政总厨Arrangenecessarystafftoprepareandservefoodandbeveragestodisplacedpersons.为疏散人员提供食物及饮料。Makesurethatpowersupplyinkitchensisswitchedoffbeforeevacuation.疏散前切断厨房所有能源。INTERNALPOLICYREF:CMP-A001Page10of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlanDefinitionsDistribution:AlldepartmentheadsandAssistantManagers7、FireFightingTeam(FFT):义务消防队员：TheFireFightingTeamofthehotelismadeupofstaffmainlyfromtheEC，SecurityDepartment,AC，EngineeringDepartment,HousekeepingDepartment,FoodandBeverageDepartmentandFrontOffice.Hoteldoctormayalsoberequiredtohelpatthefirescene.ThesedepartmentsmustguaranteethatoneachshifttherearetwoFFTmembers.义务消防队主要由行政办、保安部、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。INTERNALPOLICYREF:CMP-A001Page11of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlanDefinitionsDistribution:AlldepartmentheadsandAssistantManagers8、ResposibilityofFFT:义务消防队员的职责:StafffromSecurityDepartment:Securityofficerswillgotothefirescenetoputoutthefire.Securityofficeratthefirescenewilldotheprecautiontaskandprohibitadmissionofunconcernedperson.Atthesametime,assisthotelstafftoevacuateourgueststotheAssemblyPoint(theLAODONGWUSquare)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。StafffromEngineeringDepartment:Engineeringstaffwillgotothefirescenetoputoutthefire.Engineeringstaffshouldalsoturnoffpowerandair-conditionequipmentofthefiresections.EngineeringstaffshouldcommunicatewiththeFirePumpingRoomtoensurewatersupply.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。StafffromHousekeepingDepartment:Housekeeperwillgotothefirescenetoputoutanyfireandtransportthefireextinguishers.Preparewettowelstodelivertotheguests.Makesurenoguestleftintheroom,thenmark“X”onthedoorwithachalkandclosethedoor,andhelpotherguestsevacuatefromthehoteltoassemblypoint.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，同时引导其他客人从就近应急疏散通道撤离到安全地带。StafffromFrontOffice:Twobellboyswillcarryastretchertohelpanyinjuredguests.BellboyswillalsohelpthecommunicationbetweenfiresceneandFireControlCenter(FCC)/CCTVifcommunicationequipmentdoesnotwork.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信息传递员。HotelDoctor:Gotofirescenewiththemedicalboxtohelpanyinjuredpersonatthefirescene.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。PartII第二部分CrisisManagementPlan危机管理方案INTERNALPOLICYREF:CMP-001Page12of80Preparedby：SecurityManagerAllDepartmentsDate：January15,2007Approvedby：Subject：FireAlarm&EvacuationProcedureInitialResponseDistribution:AlldepartmentheadsandAssistantManagersPlan1、FireAlarm&EvacuationProcedure应急预案一：火警和疏散方案一、InitialResponse火警处理的基本原则EmergencyResponseTeamgotothefiresceneimmediately.应急反应小组立刻赶到火警现场FireFightingTeamgotothesceneuponreceivingthealarm.义务消防队接警后立刻赶到火警现场ISCassembletheCMTmembersattheCCTVroom总机通知CMT到消防中心集合Securityofficercleartheincidentscene.保安遣走无关人员GeneralManagerwilldeterminewhetherevacuationisnecessary.总经理决定是否疏散人员Hoteldoctoradministerfirstaidtoanyinjuredpersons.Ifpossible,removeinjuredpersonstotheshelterarea.酒店医生给予受伤人员救助PublicRelationManagerwillestablishlocationofthePress公关部建立信息发布中心Allgustsmustberemovedtoasafeareaandmadeascomfortableaspossible.安排客人到舒适的安全地点Nomediaaccess.禁止媒体在场Engineeringdepartmentbeginasystematiccheckoftheintegrityofthesystems.工程部负责系统检查ISCandEngineeringDepartmentmustverifyallcommunicationssystemsarefunctional.总机和工程部确保所有通讯通畅Ifnotfunctional,orrestricted,theSecurityDepartmentwilldistributeradiostoessentialCMTmembers.如果通讯不畅，由保安部给CMT成员配备对讲机SecurityDepartmentshouldhaveanotherradiobackup.保安部须另备一部对讲机应急FoodandBeverageDepartmentshouldbepreparedtosupplyfoodandwaterwhenneeded.餐饮部准备食物和水待用Housekeepingshouldbepreparedtosupplytowels,blankets,etc…whenneeded.客房部准备毛巾、毛毯等待用Transportationteamshouldprovidetransportationfordisplacedgueststoalternatelodging.前厅部车队负责为客人准备交通工具Securityofficersshouldberesponsibleforsecurityandcoordinateinformationfordamageclaimsandlossesreportedbyguests.保安员为客人提供遗失损失记录INTERNALPOLICYREF:CMP-001Page13of80Preparedby：SecurityManagerAllDepartmentsDate：January15,2007Approvedby：Subject：FireAlarm&EvacuationProcedureFireCategoryDistribution:AlldepartmentheadsandAssistantManagers二、FireAlarm&EvacuationProcedure火警和疏散方案1、FireCategory：火警分类：Thefirealarmisclassifiedintotwocategories:thePrimaryFireAlarmandtheSeriousFireAlarm.火警发生时，分为两种：初级火警和严重火警。PrimaryFireAlarm初级火警：Thefireiscontrolledwithinthehoteldepartment.Thefirefightingforceofthehotelisgoodenoughtocontrolthesituation.当火势受控于酒店有关部门，无需招唤救火车前来灭火，只需要依靠酒店自身力量来扑救即可。SeriousFireAlarm严重火警：Thefirecannotbeputoutwithoutthehelpofthelocalfirebrigade,andapartialorcompleteevacuationisneeded.当酒店预料无法控制火势时，需要求助于消防队，并作部分疏散或全部疏散。INTERNALPOLICYREF:CMP-001Page14of80Preparedby：SecurityManagerAllDepartmentsDate：January15,2007Approvedby：Subject：FireAlarm&EvacuationProcedureBriefSummaryDistribution:AlldepartmentheadsandAssistantManagers2、BriefSummary火警处理注意事项Communication通讯：Ourhotelhasallocatedthetelephonenumber“6119”forthesolepurposeofemergencycommunication.ThisnumbershouldbemadeknowntoallstaffandislocatedintheISC本酒店指定电话号码“6119”为紧急通讯专用电话，酒店全体员工必须对此了解。Elevators电梯：ElevatorsareNOTTOBEUSEDinthecaseofanemergencysituationunlessotherwisedirectedbythelocalFireAuthorities.在紧急情况下禁止使用电梯。Guests客人：Physicallydisabledguestsaretobegivenpriorityinanyemergencysituation.在任何紧急状态下，残障人员应优先得到协助及支援。EvacuationAssemblyPoint疏散集合地点:TheassemblypointforguestsandstaffduringanevacuationwillbeattheLaoDongWuSquare(FurnitureSquare)oppositethehotelmainentrance.酒店疏散期间的客人和员工集合地点为位于正门右面的老东吴南广场。INTERNALPOLICYREF:CMP-001Page15of80Preparedby：SecurityManagerAllDepartmentsDate：January15,2007Approvedby：Subject：FireAlarm&EvacuationProcedureReportaFireDistribution:AlldepartmentheadsandAssistantManagers3、HowtoReportaFire?如何报警：Onceaprimaryfirealarmsituationisfound,hotelemployeesshallimmediatelyreportittoPBXorCCTV.酒店员工一旦发现初级火情，应迅速将火灾信息传递到总机和保安部消防中心。1)ReportingaFire酒店员工发现火情如何报警：Dial"6119"onahoteltelephoneextension(orpullthenearestfirealarmavailable).Reportthesituationincludingreporter'sname,department,title,exactlocationoffire,andpresentsituationoffire.Describethesituationofthefireorsmokeandreportinjury,ifthereisany.Getthenearestfireextinguisherafterreportingandthendirectlygoforfirefighting.通过酒店分机拨“6119”向总机接线员报警或按下就近手动报警器，向总机报警时说清本人姓名、部门、火灾和烟发生确切地点、火灾发现时间及火势和烟的浓烈情况，如有受伤需报告伤亡情况。报告完毕后在确保自身安全的情况下，就近取灭火器到着火的地点进行扑救。Beforeopeninganydoorinthefirearea,checkitwiththebackofyourhandfirst.Ahotdoorhandleindicatesthatthefirehasspread,DONOTOPENTHEDOOR.如需打开着火区的门之前，首先用您的手背进行检查门的把手，如果门把手发热表明火势已经蔓延，不要打开门。Ifthefireisspreadingandyoucannothandleit,leavetheareaandclosethedoor.Neverputyourselfinadangeroussituation.如果火势正在蔓延而你无法处理，离开此区域并关上门，永远不要将你自己置身危险境地。StaynearbutatsafedistanceawayfromthefireareaandassistguestsandtheEmergencyResponseTeam.FollowtheinstructionsoftheEmergencyResponseTeamLeader.留在着火区附近的安全位置帮助疏散客人，协助紧急反应小组的工作。听从紧急反应小组的指挥。2)CCTVReceivesaFireAlarm消防控制中心发现火警讯号IftheCCTVreceivesafirealarmthroughtheautomaticsmokeortemperaturesensor,manualalarmswitchetc.,andthefireisconfirmed,CCTVstaffshallimmediatelyreportittoISC.如果火警讯号通过自动烟感、温感、手动警报按钮传到消防控制中心，消防员经确认后拨“0”向总机接线员报警。Uponreceivingofafirereport,ISCoperatorshallverifythename,departmentandtitleofthereporter,thefirelocation,theburningobject,thetimeandfirestatus,callingintelephonenumber,andclearlyhavetheinformationrecordedaccordingtotheemergencyreportingprocedure.总机接线员接到报警时，要问清报警人姓名、部门、火灾发生地点、火灾发生时间。同时，按接报警程序做好记录。INTERNALPOLICYREF:CMP-001Page16of80Preparedby：SecurityManagerAllDepartmentsDate：January15,2007Approvedby：Subject：FireAlarm&EvacuationProcedureInitialFireAlarmCommunicationDistribution:AlldepartmentheadsandAssistantManagers4、InitialFireAlarmCommunication:火警通报第一程序:OncethesecurityofficerinCCTVroomhasreceivedthefirealarm,hemustinformtheISCtoperformtheInitialFireAlarmimmediately.TheEmergencyResponseTeamLeaderincludingDutyManager,DutyEngineer,SecuritySupervisororcaptaingotothefirescenetoverify.Ifarealfireisconfirmed,theERTmembersinformtheISCimmediately..总机接线员接到报警后，迅速按照预案通讯第一程序通知保安部督导、大堂经理或夜班经理、值班工程师或当值人员所组成的紧急反应小组，由紧急反应小组赶到火警点进行确认。确认火警后，紧急反应小组向总机接线员报火警确认信息。ActionPlanofEmergencyResponseTeam：紧急反应小组接警反应:DutyManagershallimmediatelygotothescenewithatorchandthemasterkey.大堂经理接警后，立即携带客房万能钥匙及手电筒赶赴火警点。DutyEngineer/ENGstaffin-chargewillimmediatelyproceedtothesceneandwillpickupfireextinguishersandelectrictorchalongontheway.值班工程师或夜间当值人员接警后，携带灭火器和手电筒赶赴火警点。Thefiresupervisorondutywillrushtothescenewithafireextinguisherandtorchtoassistthefirecontrol.保安部当值督导接警后，携带灭火器和手电筒赶赴火警点。INTERNALPOLICYREF:CMP-001Page17of80Preparedby：SecurityManagerAllDepartmentsDate：January15,2007Approvedby：Subject：FireAlarm&EvacuationProcedureIncaseofafalsealarmDistribution:AlldepartmentheadsandAssistantManagersIncaseofafalsealarm紧急反应小组火警确认为误报时：1.InformCCTVtoresettheM&Esystembacktonormal.通知消防中心对报警系统进行复位。2.CCTVinformISCofthefalsealarm.消防监控中心通知总机值班人员火警为误报。3.SecuritysupervisorwillprepareanAccidentorIncidentReport.保安督导负责起草一份事故报告。INTERNALPOLICYREF:CMP-001Page18of80Preparedby：SecurityManagerAllDepartmentsDate：January15,2007Approvedby：Subject：FireAlarm&EvacuationProcedureFireAlarmConfirmedDistribution:AlldepartmentheadsandAssistantManagers5、FireAlarmConfirmed火警通报第二程序Oncethefirealarmisconfirmed,ISCoperatorshallimmediatelypageallmembersofFireFightingTeam.ISCshouldalsoinformtheCrisisManagementTeammembersandrequestthemtogototheCCTVroomimmediately.总机接线员接到紧急反应小组火警确认信息后立刻通知义务消防队员前往现场灭火。同时，立刻通知酒店危机管理委员会成员立刻前往消防监控中心集合。Operatoron-dutymusttakedownandrecordonmessagenotebookassoonaspossibleforproperreferenceinthefuture.总机当班人员尽快记录在通讯记录簿上,以便为将来提供适当的依据。INTERNALPOLICYREF:CMP-001Page20of80Preparedby：SecurityManagerAllDepartmentsDate：January15,2007Approvedby：Subject：FireAlarm&EvacuationProcedureFireFightingTeamEquipmentDistribution:AlldepartmentheadsandAssistantManagers7、EquipmentandActionPlanofFireFightingTeam:义务消防队的装备及接警反应:1）FireFightingTeam’sEquipment:义务消防队员的装备Security(1staff)anti-fireclothing,airrespirator保安部（1名）消防服，空气呼吸器Security(1staff)oneaxeandonetorch保安部（1名）携带一把腰斧头及一个手电筒Housekeeping(2staff)fireextinguisher管家部（2名）各携带一个灭火器Concierge(2staff)stretcherandfireextinguisher行李部（2名）携带一副担架，一个灭火器Engineering(1staff)anti-fireclothing,airrespirator工程部（1名）消防服，空气呼吸器Engineering(1staff)withoneaxeandonetorch工程部（1名）携带一把消防太平斧头及一个手电筒Doctor(1staff)FirstAidBoxandfireextinguisher酒店医生（1名）携带一只医药箱，一个灭火器INTERNALPOLICYREF:CMP-001Page21of80Preparedby