酒店意外事件管理系统-流程图

HIMSHotelIncidentManagementSystem酒店意外事件管理系统Objective目标•TotrainandfamiliarizeHIMSkeypersonnelontheirrolesduringemergencyorcrisissituationatthehotel.为酒店意外事件管理系统核心人员提供指导，使其清楚并熟悉自己在紧急事件或危机事件中的角色。•TotrainandfamiliarizeHIMSkeypersonnelonhowtohandleemergencyorcrisissituationatthehotelinacalmandorganizedmanner.为酒店意外事件管理系统核心人员提供指导，使其清楚在发生紧急事件或危机事件时，如何冷静且有组织地进行处理。orDEFINITION定义Anincidentthatthreatenshumanlife,health,propertyortheenvironment,ifnotcontrolled,containedoreliminatedimmediately.是指无法立即控制或消除的对人的生命、健康、财产或环境造成威胁的事件。Characteristics特征Localeffect–Usuallyconfinedtoonlyaportionoftheproperty局部效应–通常只是影响到酒店的某一部分Verylimitedcasualties,ifany极少的人员伤亡On-siteorlocalresourcesareadequatetomanagetheproblem当地的现有资源足以解决该事件Shorttermimpact–issuescanberesolvedquicklyandimpactisnotlasting影响时间短—事件可以很快解决且不会造成持续影响Newsmediainterestisprimarilylocalornonexistent不会或至多只是引起当地新闻媒体的注意Doesnotthreatencredibility,imageordesirabilityoftheBrandorCorporate不会对集团及品牌的信誉、形象和价值造成威胁Mayormaynotescalateintoacrisis,dependingoncircumstancesandactiontaken是否会转化为危机事件取决于当时的环境及所采取的行动DEFINITION定义Acircumstance,eventorseriesofepisodesthatthreatenstofundamentallyaffectoralterthewaywedobusinessorcouldhavealastingimpactonourcustomerbehavior.是指可以对酒店的经营造成严重威胁或对顾客的行为造成持久影响的情况、一个或一系列事件。Characteristics特征Maydramaticallyimpactthereputation,desirabilityorfinancialresultsoftheindividualStarwoodbrandorCorporateorganization可能会显著影响集团组织或集团旗下某一品牌的声誉、价值及经营业绩Likelytoattractnationalorinternationalnewsmediaattention可能会引起国内或国际媒体的关注Significantcasualtiesand/orlossoflife重大的人员伤亡Rapidlyescalatingdevelopmentsextendbeyondcapabilityofon-siteandlocalresources以现有的能力和资源无法控制其迅速扩大或发展Impactmaycontinuewellbeyondevent造成的影响要比事件本身持久得多Oftenlimitedandconflictinginformationonsituation通常在这种情况下得不到有效信息Go-Teamwillprobablyneedtobeactivated可能需要派出行动小组ArmedAttackDecontaminationPowerFailure持械抢劫污染断电AssociateAccidentDrowningStructuralCollapse员工受伤溺水坍塌BloodBornePathogensEarthquakeTheft血源性病原体地震盗窃BombThreatElevatorEmergencyTransportationAccident炸弹恐吓电梯紧急事件交通事故CivilDisturbanceGasLeak内乱/动乱燃气泄露CommunicableDiseaseHazmat传染性疾病有害物料CriminalActivityHostage犯罪行为绑架DeathinPremisesGuestMedicalEmergency在酒店死亡客人紧急医疗救护ALERTFCSActivationofGroupSMStoHIMSEmergencynotificationteamGroupA(Responding)•IncidentManager•LiaisonOfficer•SafetyOfficerRESPONDINGSafetyOfficer/ERTProceedtoIncidentarea/sceneGroupB(StandBy)•Commander•InformationOfficer•Logistics•Operations•HR&Planning•Finance&ClaimsVERIFICATIONFALSE/TRUEAlarmRESPONDINGIncidentManager&LiaisonOfficerProceedtoFCSSTANDByStatusUpdatebyIncidentManagerviaGroupSMSSTATUSUPDATEDETERMINECellsActivationFALSETRUE接到报警总机FCS通过群发系统发送给HIMS应急管理小组A组（反应）•意外事件经理•联络官•安全主管人反应安全主管人/应急小组到达事发现场查看B组（待命）•总指挥•公关主管人•后勤保障•现场运作•人力资源部•财务部验证误报/真实通报反应意外事件经理&联络官到达总机待命意外事件经理通过群发系统更新状态更新状态决定启动哪些组误报真实ALERTFCSACTIVATIONGroupSMStoHIMSEmergencynotificationteamCOMMANDER(reporttoEOC)DetermineEmergencyORCrisisNOTIFYAMD/Div/CorpCONSIDERMediaBriefingCOORDINATINGArrivalofGo-TeamSTATUSUPDATE(1st/2nd/4th/12th/24thhour)CorporateCrisisResponseTeamINFORMSTARWOODCONTACTAffectedGuestsfromothercountryINTERIMMEDIASpokesperson(1st/2nd/4th/12th/24thhour)接到报警总机FCS通过群发系统发送给HIMS应急管理小组总指挥(向EOC汇报)确定是紧急事件还是危机通知董事总经理/区域/总部考虑新闻发布会协调安排行动小组的到来更新状态(1st/2nd/4th/12th/24th时段)总部应急团队通知喜达屋集团相关联系人受此事件影响的外国客人媒体事宜发言人(1st/2nd/4th/12th/24th时段)ALERTFCSINFORMATION(reporttoEOC)DETERMINE(Limits/Location)oninformationreleaseDEVELOPMaterialuseformediaAPPROVALFromCommanderINTERIMMEDIASpokesperson(1st/2nd/4th/12th/24thhour)CENTRALISE(Internal&External)WheretochannelinfoESTABLISHLiveComm(phone/email)forDiv/CorpREVIEWAllmediaclipsforaccuracyESTABLISH(Electronic&Printmedialibrary)fortheentireeventCoordinating&Monitoring(Within&Othercells)EventLogStatusUpdateACTIVATIONGroupSMStoHIMSEmergencynotificationteam接到报警总机FCS公关主管人(向EOC汇报）决定发布信息的（范围/地点）整理应对媒体所需材料经总指挥批准媒体事宜发言人(1st/2nd/4th/12th/24th时段)汇集(内部&外部)渠道信息为区域/总部建立在线联络系统（电话/邮件）审查所有媒体报道的准确性建立整个事件的（电子的&打印材料的媒体库）协调&关注(本组&其他小组的情况)做好事件记录更新状态通过群发系统发送给HIMS应急管理小组ALERTFCSLIAISON(reporttoFCR)COORDINATINGWork&SupportneedsESTABLISHCONTACTPOINTEmergencyResponderEnforcementPublicAgenciesMONITORINGIncidentOperation/Limitations/Capabilities/ResourceStatus/EventLogSTATUSUPDATE(1st/2nd/4th/12th/24thhour)AgenciesandotherActiveCellsCoordinating&Monitoring(Within&Othercells)EventLogStatusUpdateACTIVATIONGroupSMStoHIMSEmergencynotificationteam接到报警总机FCS联络官(向应急指挥中心汇报)协调各项工作&提供支持建立联络点酒店应急人员执法机构公共机构关注事件运作情况/限制/能力/资源状况做好事件记录更新状态(1st/2nd/4th/12th/24th时段)各机构及其他小组做好事件记录更新状态通过群发系统发送给HIMS应急管理小组协调&关注(本组&其他小组的情况)ALERTFCSSAFETY(proceedtoscene)IDENTIFYHazardsTAKECHARGERescue/Medical/EvacuationOps(FirstResponder)REVIEWActionplanSTOP/SUSPENDAnyunsafeactions(Internal&Agencies)ASSIGNAssistantsasneededCoordinating&Monitoring(Within&Othercells)EventLogStatusUpdateACTIVATIONGroupSMStoHIMSEmergencynotificationteam总机FCS安全主管人(到达事发现场)确定危险状况负责营救/医疗/疏散事宜(第一反应人员)审查行动方案阻止/暂停（内部&外部机构）所有的不安全行为根据需要分配协助人员接到报警通过群发系统发送给HIMS应急管理小组协调&关注(本组&其他小组的情况)更新状态做好事件记录ALERTFCSINCIDENTMANAGER(reporttoFCR)PREPAREIncidentbriefingforCommander(AMD/Div/Corp)ASSESSIncident&situationBRIEFCommander/Liais