CRISIS MANAGEMENT PLAN危机管理计划

CRISISMANAGEMENTPLAN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1Plan1火警和疏散方案FireAlarm&EvacuationProcedure火警消防中心显示屏报警；总机、消防中心接到报警电话消防监控中心呼叫巡逻员到现场检查，如属误报，解除报警；如确认火警，指令总机电话通知危机小组成员灭火组成立：大堂经理、安保主管、值班工程师、报警楼层服务员带灭火器到现场指挥组成立：总经理、值班经理、各部门经理至现场进行现场指挥如火势较小，马上组织扑救，熄灭后停止实施应急方案。如火势较大，需增援力量，马上报告指挥组和监控室义务消防队到场后立即进行灭火扑救，如火被扑灭，保护现场，准备火灾调查。如火势不能控制，马上报告指挥组，请求疏散启动消防警铃和消防广播发出疏散指令救援组成立：酒店医生及相关人员带急救物品及担架到现场进行救援指挥组下达全员疏散命令实施疏散方案，组织客人、员工疏散根据指挥组的决定向119报警，消防人员到达后，汇报酒店情况并配合他们的工作监控室通知义务消防队火速增援火警TheoperatororCCTVreceivethefirealarmtelephoneSecurityguardgotoreachthesceneoffire.Ifitismisinformation,relievealarm.Ifit'sarealfirealarm,theoperatorshouldsendthealarmthroughtelephoneSetupafirefightinggroup:AM,SecurityOfficer,DutyEngineerandroomattendantSetupaCommandGroup:GM,MODandalldepartmentheadsgototheCCTV.KeepintouchwithFireFightingGroupIffirebeputoffrightaway,stoptheemergencyplan.iffireisbigandcannotbepuroffinashorttime,reporttodirectorgroupandfirecontrolroomIffirebeputoutbyfirebregade,protectspotandpreparethefireinvestigation,iffireoutofcontrol,reportthedirectorgroupandaskforevacuationSetupthefirealarmbellandfirebroadcastSetuptherescuegroup:hoteldoctorandrelativestafftakefirstaidarticlesandstretchertospotThedirectorgroupissuetheevacuationorderforallstaffCarryouttheevacuateplan,organizeguestsandstaffevacuateDirectorgroupcandemandwhethertodail”119”,ifyes,cooperatethefireteamwhentheyarrivedThefirecontrolroominformthefirebregadetogotospot火警应急程序EmergencyFireProcedures前厅部FrontOffice(总机GuestServiceCenter、礼宾部Concierge,、行政楼层ExecutiveLounge、健身中心HealthClub)餐饮部F&B工程部Engineering安保部Security客房部HSKP(客房楼层Guestfloors、公区PublicArea、洗衣房Laundry、）人力资源部HR厨房Kitchen行政办、销售部、财务部、电脑房等EO,S&M,Fin,EDPetc.预案2Plan2持械抢劫ArmedRobbery抢劫是指在被害人面前，违背被害人的意愿拿走其有价值的物，如现金、首饰、珠宝等。携武器的抢劫威胁到被害人的生命安全。在这种情况下，保护客人和员工的安全是主要目的。千万不能试图拿员工的生命和健康冒险。Robberyisthetakingofone’svaluables,cash,jewelry,ect…inthepresenceoftheindividualandagainstthatindividual’swill.Armedrobberyoccurswhenthethreatofpersonalharmispresentorimplied.Thefollowingpolicyistobefollowedtoensurethesafetyofourguestsandemployeeswhenarobberattemptoccurs.Thesafetyofguestsandassociatesistheprimeobjectiveinanarmedrobberysituation.Noattemptshouldbemadebyallstaffmemberstointerfereandrisktheirhealthandlives.当得到有抢劫犯的报告时，要执行以下几点：WhenSecurityisnotifiedthatanarmedrobberyisinprogressthefollowingguidelinesshouldbeobserved:抢劫犯在有监控的区域，要对准其拍摄。IfrobberyisinanareacoveredbyCCTV,camerasshouldbeisolatedonthatareatomakecertainthatarobberyisinfactinprogressandbeingrecorded.有抢劫发生或发现武器要立即报警。Ifinfactarobberyisoccurring,notify110atoncegivingadescriptionoftheperpetratorobservedonthecamera.Also,ifaweaponwasvisible.保安主管要在安全的地点观察动静并作汇报。SecurityOfficerrespondingtothelocationshallstayatasafedistancetoobserveandreport.抢劫之后，保安要提醒大