酒店危机管理计划操作程序

酒店危机管理计划操作程序CONTENTS目录Introduction-----------------------------------------------------------1前言PartIDefinitions-----------------------------------------------------------------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PrimaryresponsibilitiesoftheCMT--------------------------------------------------------------6CMT的主要职责CMTMemberMajorAssignments----------------------------------------------------------------7CMT成员主要任务FireFightingTeam(FFT)-------------------------------------------------------------------------10义务消防队员ResponsibilityofFFT-------------------------------------------------------------------------------11义务消防队员的职责PartII、CrisisManagement-----------------------------------------------------------------12第二部分：危机管理方案Fire---------------------------------------------------------------------------------------------------12火警ArmedRobbery-----------------------------------------------------------------48持械抢劫BombThreats-----------------------------------------------------------------51炸弹威胁CivilDisturbance-----------------------------------------------------------59民事骚乱PowerFailure----------------------------------------------------------------63紧急停电Floods---------------------------------------------------66防汛DiseasePrevention------------------------------------------------------------------------70传染病防范FoodContamination---------------------------------------------------------------------------76食物中毒Kidnapping-------------------------------------------------------------------------78绑架Earthquake------------------------------------------------------------------------78地震Introduction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。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。PartI第一部分Definitions名词解释1、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2、WhatAreTheKeyGoals?危机处理的主要目的A.MinimizingimpactontheCrownePlaza’sbrandreputationandprofitability.最大程度降低对洲际酒店品牌声誉及收益的影响。B.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。Wehavetobeabletoconvinceownersandcustomersthatregardlessoffaultfortheoriginalincident,CrownePlazaLijiangAncientTowncanquicklyanddecisivelyreacttostabilizethesituationandresolveproblemsarising.我们必须使我们的股东及客人相信：洲际大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。”3、EmergencyResponseTeam(ERT)紧急反应小组TheEmergencyResponseTeam(ERT)ofthehotelwillbesufficientlytrainedandmannedtocopewithanytypeofemergencynotnecessarilyconfinedtofire.TheteamwillbemadeupofDutyEngineer,DutySecuritySupervisorandDutyManager,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