CRISISMANAGEMENT

PLAN

危機管理計劃Introduction

前言危機管理計劃是為了在發生危機的狀況下提供有組織、有效率的反應。危機的發生可能會阻礙酒店的正常運作，甚至導致停業。

TheCrisisManagementPlanisdesignedtoprovideanorganized,efficientresponsetocrisissituations.Suchcrisismayresultindisruptionofnormalhoteloperationalfunctionsortheclosingofthehotel.Relocationofguests,patronsandemployeesmayalsoresult.什么是危機？

WhatisaCrisis?

危機是由各種原因引起的，威脅到酒店收益或名譽，不能以正常手段解決處理的突發事件。無論處理哪種危機時，都必須優先考慮以下幾個方面：1.保護公眾/客人；2.保護員工；3.保證經營；4.與相關政府部門合作；

AcrisiscanbedefinedasoneofanumberofsituationswhichthreatentheprofitabilityorreputationoftheCompanyandforvariousreasons,cannotbehandledbythenormalmanagementsystems.However,whateverthecrisis,thoseinvolvedmustkeepasprioritiesto:1.Protectthepublic/customer2.Protecttheemployees3.Protectthebusiness4.Cooperatewiththeauthoritiesinvolved

“危機”基本包括以下幾種類型：

Examplesof“crisis”incidentsinclude:火災Fire

自然災害NaturalCatastrophes機械故障MechanicalBreakdowns

能源中斷LossofUtilityServices危險品爆炸HazardousMaterialsExposure炸彈威脅BombThreats恐怖威脅TerroristActs綁架HostageSituations持械搶劫、闖竊、兇殺

ArmedRobbery,Burglary,Homicide民事騷亂CivilDisturbance大面積突然停電PowerCutEmergency特別安全事故SpecialConcerns其它Other應急反應小組EmergencyResponseTeam(ERT)應急反應小組(ERT)是由酒店管理團隊成員以及其他專業人士組成。應急反應小組成員必須在危機發生時作出快速有效的反應，控制危機，把損失減到最小。TheEmergencyResponseTeam(ERT)includesthemanagementteammembersandotherexpertswhocanquicklyandeffectivelyexecutetaskstocontrolacrisisandminimizeloss.應急反應小組成員

CRTmembers總經理GeneralManager行政助理經理ExecutiveAssistantManager房務經理RoomsDivisionManager財務總監FinanceController市場銷售總監DirectorofSales&Marketing維護經理MaintainManager保安部經理SecurityManager人力資源部經理HRManager消防主管FireSupervisorNameCRTTitleOfficeNum.Ceilphone偉士曼組長8162610115953131188福瑞德溫格納副組長8160608113905310316凌賢國副組長8162609115194186660杜曉紅成員8162604115153161222李慧君成員8162620113356665036李磊成員8162608613406972266周淑英成員8162606113791084641郝慧泉成員8162607113953188272李平成員8162609415865255533應急反應小組的主要職責

PrimaryresponsibilitiesoftheERT分析事件嚴重程度。EvaluateRisksandExposurestothehotel.快速反應，按輕重緩急發布指令。Promptdecision-makingandprioritizationoftasks.向有關部門及時匯報。Helpensuretheauthoritiesarenotifiedinatimelyfashion.開展初級急救和撲救工作。Providepreliminaryfireaidandfirefightingefforts.幫助客人和員工安全離開事故現場。Provideforthesafeevacuationofguestsandemployees.決定如何向媒體作出反應。Developmentofmedia/publicrelationsresponse.確保酒店財產安全。Securehotelassets.評估損失。Evaluateandreportlosses.盡快恢復運轉。Restoreoperationsinatimelymanner.預案1

Plan1火警和疏散方案

FireAlarm&EvacuationProcedure火警消防中中心顯顯示屏屏報警警；總總機、、消防防中心心接到到報警警電話話消防監監控中中心呼呼叫巡巡邏員員到現現場檢檢查，，如屬屬誤報報，解解除報報警；；如確確認火火警，，指令令總機機電話話通知知危機機小組組成員員滅火組組成立立：大大堂經經理、、安保保主管管、值班班工程程師、、報警警樓層層服務務員帶帶滅火火器到到現場場指揮組組成立立：總總經理理、值值班經經理、、各部部門經經理至至現場場進行行現場場指揮揮如火勢勢較小小，馬馬上組組織撲撲救，，熄滅滅后停停止實實施應應急方方案。。如火火勢較較大，，需增增援力力量，，馬上上報告告指揮揮組和和監控控室義務消消防隊隊到場場后立立即進進行滅滅火撲撲救，如如火被被撲滅滅，保保護現現場，，準備備火災調調查。。如火火勢不不能控控制，，馬上上報告指指揮組組，請請求疏疏散啟動消消防警警鈴和和消防防廣播播發出出疏散散指令救援組組成立立：酒酒店醫醫生及及相關關人員員帶急急救物物品及及擔架架到現現場進進行救救援指揮組組下達達全員員疏散散命令令實施疏疏散方方案，，組織織客人人、員員工疏疏散根據指指揮組組的決決定向向119報報警，，消防防人員員到達達后，，匯報報酒店店情況況并配配合他他們的的工作作監控室通通知義務務消防隊隊火速增增援火警TheoperatororCCTVreceivethefirealarmtelephoneSecurityguardgotoreachthesceneoffire.Ifitismisinformation,relievealarm.Ifit'sarealfirealarm,theoperatorshouldsendthealarmthroughtelephoneSetupafirefightinggroup:AM,SecurityOfficer,DutyEngineerandroomattendantSetupaCommandGroup:GM,MODandalldepartmentheadsgototheCCTV.KeepintouchwithFireFightingGroupIffirebeputoffrightaway,stoptheemergencyplan.iffireisbigandcannotbepuroffinashorttime,reporttodirectorgroupandfirecontrolroomIffirebeputoutbyfirebregade,protectspotandpreparethefireinvestigation,iffireoutofcontrol,reportthedirectorgroupandaskforevacuationSetupthefirealarmbellandfirebroadcastSetuptherescuegroup:hoteldoctorandrelativestafftakefirstaidarticlesandstretchertospotThedirectorgroupissuetheevacuationorderforallstaffCarryouttheevacuateplan,organizeguestsandstaffevacuateDirectorgroupcandemandwhethertodail”119””,ifyes,cooperatethefireteamwhentheyarrivedThefirecontrolroominformthefirebregadetogotospot火警應急急程序EmergencyFireProcedures前廳部FrontOffice(總機GuestServiceCenter、禮禮賓部Concierge,、行政政樓層ExecutiveLounge、健身身中心HealthClub)餐飲部F&B工程部Engineering安保部Security客房部HSKP(客房樓樓層Guestfloors、、公區PublicArea、洗洗衣房Laundry、）人力資源源部HR廚房Kitchen行政辦、、銷售部部、財務務部、電電腦房等等EO,S&M,Fin,EDPetc.預案2

Plan2持械搶劫ArmedRobbery搶劫是指在被害人人面前，違背背被害人的意意愿拿走其有有價值的物，，如現金、首飾飾、珠寶等。。攜武器的搶搶劫威脅到被被害人的生命命安全。在這種情況下下，保護客人人和員工的安安全是主要目目的。千萬不能試圖拿員工的的生命和健康康冒險。Robberyisthetakingofone’svaluables,cash,jewelry,ect……inthepresenceoftheindividualandagainstthatindividual’swill.Armedrobberyoccurswhenthethreatofpersonalharmispresentorimplied.Thefollowingpolicyistobefollowedtoensurethesafetyofourguestsandemployeeswhenarobberattemptoccurs.Thesafetyofguestsandassociatesistheprimeobjectiveinanarmedrobberysituation.Noattemptshouldbemadebyallstaffmemberstointerfereandrisktheirhealthandlives.當得到有搶劫劫犯的報告時時，要執行以以下幾點：WhenSecurityisnotifiedthatanarmedrobberyisinprogressthefollowingguidelinesshouldbeobserved:搶劫犯在有監監控的區域，，要對準其拍拍攝。IfrobberyisinanareacoveredbyCCTV,camerasshouldbeisolatedonthatareatomakecertainthatarobberyisinfactinprogressandbeingrecorded.有搶劫發生或或發現武器要要立即報警。。Ifinfactarobberyisoccurring,notify110atoncegivingadescriptionoftheperpetratorobservedonthecamera.Also,ifaweaponwasvisible.保安主管要在在安全的地點點觀察動靜并并作匯報。SecurityOfficerrespondingtothelocationshallstayatasafedistancetoobserveandreport.搶劫之后，保保安要提醒大大家不要觸碰碰或損壞任何何東西，并且且讓證人在隔隔離的情況下下單獨寫下事事件過程。Afterrobbery,theSecurityGuardshallinstructallpersonsinvolvednottotouchorremoveanythinginthearea.SecurityOfficershallaskeachwitnesstowritedownadescriptionoftheoffenderandwhattheyobserved.Keepwitnessesseparate.應保護事發現現場及暴力分分子接觸過的的東西。Keepguestsandotherstaffawayfromareastheoffender(s)wereinoranythingthattheytouched.預案3Plan3恐怖事件TerroristicIncident民事騷亂CivilDisturbance預案4Plan4第一階段PhaseI:員工離開酒店店應使用一個個安全并且遠遠離示威者的的專用出口。。Employeesleavingthebuildingshoulduseonespecifiedexitundercontrolofsecurityandremovedfromthedemonstrators.封鎖所有通向向外圍的樓梯梯通道Secureallstairwellsfromoutside.封鎖所有宴會會廳及其它未未使用的場地地。Secureallbanquetroomsandotherspacenotinuse.撤離大堂區域域內所有的障障礙物。Removeanypossibleobstructionsfromthelobbyarea撤清收銀點點的銀箱，，并將封包包箱鑰匙和和貴重物品品寄存的鑰鑰匙放入保保險箱。Reduceallbanks,lockregisters,andplacedropboxsafedepositkeysinthesafe大堂和主要要樓面盡量量多的關閉閉營業場所所。Closeandsecureasmanyareasaspossibleonthelowerlobbyandmainlevel儲備并檢查查所有醫藥藥急救用品品。Haveavailableandcheckallmedicalfirst-aidsupplies第二階段PhaseII:關閉公共餐餐廳，酒廊廊和商店。。鎖住其它它所有的正正門出口Closepublicrestaurants,loungesandshops.Lockallextrafrontentrancedoors如有可能，，拍下示威威者的照片片，以便今今后在法庭庭上作為證證供Ifpossible,obtainphotographsofdemonstratorsforuselaterasidentificationincourt給外圍區域域提供照明明，勸阻客客人不要在在大堂逗留留Illuminateoutsideareas.Discourageguestsfromloiteringinthelobby指揮所有無無關員工到到高區樓層層，遠離示示威現場Directallnonessentialemployeestoupperfloors安排緊急電電話通訊，，關閉并鎖鎖上所有的的保險箱Arrangeforemergencytelephonecommunication,closeandlockallsafes如果大堂須須清場，乘乘電梯到高高區樓層并并保護人群群Ifthelobbyshouldbevacated,takeelevatorstotheupperlevelfloorsandsecurethem管理當局應應對客人、、員工和財財產的安全全保持高度度重視Managementshouldmaintainahighregardforthesafetyandsecurityofguests,employeesandtheproperty指揮部成員員:Member:總經理GeneralManager行政助理經經理ExecutiveAssistantManager房務經理RoomsDivisionManager財務總監FinanceController市場銷售總總監DirectorofSales&Marketing維護經理MaintainManager保安部經理理SecurityManager人力資源部部經理HRManager防汛FloodsPrevention預案6Plan6在汛期來臨臨之前，酒酒店應備有有以下設備備：Beforefloodseasoncoming,hotelshouldhavethefollowingequipmentonhand:適用于存放放飲用水的的容器（可可供應3天天，每人每每天供應1/2加侖侖）Asupplyofcontainerssuitablefordrinkingwater(1/2gallonperpersonperdayfor3days.)備用電池的的收音機Battery-operatedradioswithsparebatteries.有備用電池池的手電筒筒Flashlightswithsparebatteries.2卷塑料袋袋Tworollsofpolyethylenebag.適用于裝沙沙袋的粗麻麻袋（粗麻麻袋能夠拉拉伸，在吸吸水時不會會破裂）Burlapbagssuitableforsandbagging(burlapwillstretchandnottearasitabsorbswater)醫藥物品充充足的急救救箱Fullystockedfirstaidkit.用于捆扎松松動物品的的繩子Ropesforlashingdownobjectsthatcouldbesweptaway.緊急聯系人人的名單Listofemergencycontacts.可用來排除除公共區域域少量積水水的工具Meansforremovingsmallamountsofwaterfrompublicareas.工程部職責責EngineeringResponsibility將工具和設設備搬移到到高區樓層層。Movetoolsandequipmentstoanupperfloor.開始裝沙袋袋并封鎖所所有低區入入口。Beginfillingsandbagsandsealingalllowlevelentrances.清除屋頂等等處的垃圾圾罐和其它它外面的裝裝置。Lashthegardentrashcansandotheroutsidefixturesinplace.檢查應急燈燈系統。如如果可能，，應用沙袋袋保護地下下一層的應應急發電機機。Checkemergencylightingsystems.SandbaggingwhenpossibleshouldprotectB1Femergencygenerators.如有需要，，切斷酒店店低區所有有電源。Ifrequired,disconnectpowertoalllowerlevelportionsofthehotel.檢查并確保保所有下水水道、屋頂頂排水溝暢暢通無堵塞塞。Checktoensurethatallsewerandroofdrainsareclearofobstructions.傳染病防范范DiseasePrevention預案7Plan7個人衛生。。這是最重要要的一條，，適用于每每個區域。。由于傳染染病的途徑徑各不相同同，那么保保持良好的的個人衛生生就是保護護自己的關關鍵。PersonnelHygiene.Thisismostimportantandrelevanttoallareas.Sincecontagiousdiseaseshavedifferentroutesofinfection,personalhygieneisthekeyforselfprotection.一般般接接觸觸表表面面的的清清潔潔和和消消毒毒。。Frequentlytouchedsurfacecleaninganddisinfections.食品品接接觸觸表表面面的的清清潔潔和和消消毒毒。。Foodtouchingsurfacecleananddisinfections.空間間處處理理和和消消毒毒。。Handlingspaceandit’’sdisinfections.預防洗洗衣房房內的的傳染染。Preventinfectioninthelaundry.空調設設備的的輔助助措施施。MeasuresforAirConditioningFacilities.食物中中毒FoodContamination預案8Plan8如果食食物已已受污污染或或發生生食物物中毒毒，應應采取取以下下步驟驟：接到關關于食食物污污染的的威脅脅，立立刻報報告總總經理理，由由總經經理決決定是是否通通報警警方和和衛生生部門門細心照照料所所有客客人辨別出出受污污染或或造成成中毒毒的食食物隔離并并冷藏藏辨別別出的的食物物，保保留可可疑食食物的的樣品品明確食食品準準備的的時間間和人人員檢查食食品準準備程程序確定食食品接接受和和儲存存的時時間，，以及及從倉倉庫或或冰箱箱拿出出的時時間檢查冰冰箱和和冷庫庫的溫溫度，，保留留這些些設備備以前前的記記錄聯系當當地衛衛生部部門對對留下下的食食品或或用具具進行行檢測測檢查食食品準準備區區的衛衛生和和洗碗碗機的的水溫溫經總經經理同同意后后，由由食品品衛生生主管管醫生生向酒酒店所所在的的疾病病預防防控制制中心心報告告，以以便及及時調調查經疾病病預防防控制制中心心查明明情況況，如如有投投毒嫌嫌疑，，要向向公案案部門門報告告Intheeventinformationisreceivedthatfoodsupplieshavebeencontaminatedorsomeonehassufferedfoodpoisoning,thefollowingstepsshouldbeimplemented:AnyinformationregardingthreatsoffoodcontaminationshouldbeforwardedtoGM,whowilldecidewhetherornotthelocalpoliceandhealthofficialsshouldbeinvolvedTreatallguestswithCareandConcernIdentifythefoodthatsupposedlysufferedthecontaminationorcausedthefoodpoisoningSegregatetheidentifieditem(s)andrefrigerate.SavesamplesofsuspecteditemsDeterminewhenthefoodwaspreparedandbywhomCheckonfoodpreparationDeterminewhenthefoodwasreceivedandstored,andwhenthefoodwasremovedfromstorageortherefrigeratorCheckthetemperatureontherefrigeratorandcooler.RetainpreviousrecordsontheseunitsContactlocalhealthauthoritiestomaketestsofanyremainingpreparedfoodorsuppliesCheckoncleanlinessoffoodpreparationareasandthewatertemperatureonthedishwasherOnlywithagreementfromtheGM,thesanitationmanagermayreporttothelocalDiseasePreventionandControlCenterforinvestigationAfterinvestigationbythelocalDiseasePreventionandControlCenterconfirmingfoodpoisoning,reporttothePSB綁架Kidnapping預案9Plan9綁架是指強行地地、違背本本人意愿地地挾持并扣扣留一個人人。任何真真實或可疑疑的對酒店店客人或員員工的綁架架事件應立立即報告酒酒店管理層層。Kidnappingistakingapersonbyforceandholdingthemagainsttheirwill.Thebasicpolicyisthatanyincidentofactualorsuspectedkidnappingofanyhotelguestoremployeeshouldbereportedimmediatelytothehotelmanagement.如果酒店客客人被綁架架Ifthehotelguestiskidnapped如果有客人人被綁架，，總經理應應通知其旅旅行同伴，，法律顧問問和警方。。保安部應應開始設立立事件記錄錄日志。Ifaguestiskidnapped,theGMshouldnotifytheguest’stravelingcompanion,legalcouncilandthePolice.Securityshouldsetupalogofevents.將與該客人人同住的其其他人員暫暫時搬到其其他房間。。房間的門門窗上鎖，，門口雙重重保。在房房間內要特特別小心保保留可能存存在的證據據，例如指指紋。如果果房間最近近被打掃過過，向客房房部要回清清理掉的垃垃圾。Moveanyonesharingtheguest’’sroomtoanotherroomtemporarily.Lockthewindowsanddoors,doublelocktheentrance.Useextracautionintheroomtokeeppossibleevidence,suchasfingerprints.Iftheroomwasrecentlycleaned,recoverthetrashfromHSKP.在警警方方到到來來之之前前，，為為該該客客人人的的家家屬屬或或同同事事配配備備一一名名保保安安。。同同時時請請家家屬屬代代表表或或同同事事接接聽聽該該客客人人的的所所有有電電話話。。為為警警方方準準備備一一個個秘秘密密辦辦公公區區域域。。如如果果需需要要，，警警方方負負責責通通知知其其家家屬屬或或公公司司。。Stationaguardwithfamilyorbusinessassociatesoftheguestpendingarrivalofthepolice.Askthefamilyorbusinessassociatetoreceiveanycallsfortheguestinthemeantime.PrepareasecretareaforthePolice.Ifrequired,Policeareresponsiblefornotifyingtheirfamilyorcompanies.獲取取該該客客人人所所有有的的電電話話記記錄錄。。向向門門童童、、客客房房服服務務員員、、前前臺臺和和餐餐廳廳服服務務員員核核查查該該客客人人的的所所有有訪訪客客。。Obtainalltelephonerecordsofthisguest.Checkwithbellmen,roomattendants,frontdeskandrestaurantwaiter/waitresstoidentifyanyvisitorstotheguest.如果果酒酒店店員員工工被被綁綁架架Ifthehotelemployeeiskidnapped如果果被被綁綁架架者者是是一一名名員員工工，，嘗嘗試試聯聯系系該該員員工工，，以以確確定定他他/她她是是否否確確實實失失蹤蹤。。如如果果這這個個人人確確實實被被發發現現失失蹤蹤，，應應立立即即聯聯系系他他/她她的的家家人人。。Whenthepersonkidnappedisanemployee,attempttocontacttheemployeereportedtohavebeenkidnappedtoseeifheorsheisactuallymissing.Ifheorsheisdiscoveredtobemissing,thehisorherfamilyshouldbecontactedimmediately.聯系員員工家家屬，，管理理公司司和警警方。。收集集檔案案中的的個人人資料料，包包括一一張近近期照照片等等等。。Contacttheemployeefamily,themanagementcompanyandthePolice.Assemblepersonaldataonfile,includingarecentphotographetc.向所有有員工工重申申酒店店的信信息發發布政政策。。所有有了解解綁架架事件件的人人員僅僅與調調查該該事件件的官官員一一起討討論。。綁架架的信信息不不應通通過電電話告告知任任何人人。Reviewthehotel’’smediapolicywithallemployees.Cautionanypersonnelwhoknowaboutthekidnappingtodiscussitonlywiththeofficialsinvestigatingtheincident.Informationofthekidnappingshouldnotbegiventoanyoneoverthetelephone.警方到到達后后，負負責一一切活活動，，酒店店應給給予全全力配配合。。AfterthePolicearrival,theywilltakeresponsibilityforallactivitiesandtheyshouldbegiventotalcooperation.

9、靜夜夜四無無鄰，，荒居居舊業業貧。。。12月月-2212月月-22Tuesday,December20,202210、雨中中黃葉葉樹，，燈下下白頭頭人。。。17:43:0417:43:0417:4312/20/20225:43:04PM11、以以我我獨獨沈沈久久，，愧愧君君相相見見頻頻。。。。12月月-2217:43:0417:43Dec-2220-Dec-2212、故人人江海海別，，幾度度隔山山川。。。17:43:0417:43:0417:43Tuesday,December20,202213、乍見見翻疑疑夢，，相悲悲各問問年。。。12月月-2212月月-2217:43:0417:43:04December20,202214、他鄉生生白發，，舊國見見青山。。。20十十二月20225:43:04下午午17:43:0412月-2215、比不不了得得就不不比，，得不不到的的就不不要。。。。。十二月月225:43下下午午12月月-2217:43December20,202216、行動動出成成果，，工作作出財財富。。。2022/12/2017:43:0417:43:0420December202217、做前，，能夠環環視四周周；做時時，你只只能或者者最好沿沿著以腳腳為起點點的射線線向前。。。5:43:04下午午5:43下午午17:43:0412月-229、沒沒有有失失敗敗，，只只有有暫暫時時停停止止成