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1、键入文字Crisis Management Plan危机管理计划XXX英文XXX酒店Contents目 录Introduction 3前言Part I Definitions4第一部分：名词解释What is A Crisis4什么是危机What Are The Key Goals?5危机处理的主要目的Emergency Response Team (ERT)5紧急反应小组The Crisis Management Team (CMT)5危机管理委员会Primary Responsibilities of the CMT7CMT的主要职责CMT Member Major Assignments
2、8CMT成员主要任务Fire Fighting Team (FFT)12义务消防队员Responsibility of FFT12义务消防队员的职责Part II Crisis Management13第二部分：危机管理方案Fire Alarm & Evacuation Procedure13火警和疏散方案Armed Robbery24持械抢劫Bomb Threats27炸弹威胁Power Failure33紧急停电Disease Prevention35传染病防范Food Contamination38食物中毒Guest Death40客人死亡First Aid 41急救Civil Dist
3、urbance 45民事骚乱Floods 48防汛Kidnapping 52绑架Introduction前言The Crisis Management Plan is designed to provide an organized, efficient response to crisis situations. Such crisis may result in disruption of normal company operational functions or the closing of the hotel. Relocation of guests, patrons and e
4、mployees may also result.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。Examples of crisis incidents include, but are not limited to the following:“危机”包括但不局限于以下内容： Fire火警 Armed Robbery持械抢劫 Power Failure紧急停电 Disease Prevention传染病防范 Guest Death客人死亡 Suicide自杀Circumstance which may constitute a
5、 crisis can never be entirely predicted. Implementation of this plan will always be based on analysis of the facts at hand. However, FAMILIARITY WITH THE CRISIS MANAGEMENT PLAN BEFORE A CRISIS OCCURS IS CRITICAL.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。Properly used, the Crisis Managem
6、ent Plan protects guest patrons and employees as well as ensuring that the hotels image and reputation remain intact.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。Part I. Definitions第一部分、名词解释1. What Is A Crisis?什么是危机？A crisis can be defined as one of a number of situations which threaten the profitability or r
7、eputation of the hotel and for various reasons, cannot be handled by the normal management systems. Such a crisis can be immediately apparent. Alternatively, it may arise by the recognition that a number of separate incidents (such as product contamination) are related and are increasing in severity
8、 and frequently.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。It is impossible to provide a detailed manual that covers every conceivable situation. Instead, this manual aims to ensure that the proper structure, facilities and information are availa
9、ble to enable senior management to handle a crisis effectively.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，配备必要的设备器材，确保畅通的信息沟通，等等Different management responses will be required but all of them contain common features that this plan addresses. However, whatever the crisis, those involved must
10、 keep as priorities to: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：l Protect the public/guest保护公众/客人l Protect the employees保护员工l Protect the business保证经营l Cooperate with the authorities involved与相关政府部门合作2. What Are The Key Goal?危机处理的主要目的A. Minimizing impact on the hotels reputation and profitability.最大程度降低对酒店品牌声誉及收
11、益的影响B. Maximizing the ability of senior management (through the Crisis Management Team) to respond rapidly and effectively to the crisis presenting.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。We have to be able to convince our guests that regardless of fault for the original incident, the Hotel can quickly and dec
12、isively react to stabilize the situation and resolve problems arising.我们必须使我们的客人相信，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。The Crisis must be perceived as much an Opportunity as a Threat!我们必须把危机变为机会，而不是威胁。Our aim must be for those watching our crisis response to conclude:我们对危机的反应必须让大家产生以下共识：The ho
13、tel acted with professionalism and integrity throughout.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. Emergency Response Team (ERT)紧急反应小组The Emergency Response Team (ERT) of the company will be sufficiently trained and manned to cope with any type of emergency not necessarily confined to fire. The team will be made u
14、p of mainly General Manager, Director of Sales & Marketing, Director of Food and Beverage, Director of Security, Director of Engineering, Director of Rooms, but will also include members of other departments to ensure that sufficient trained personnel cover emergency on a 24 hours basis.紧急反应小组应接受多方面
15、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总经理、市场营销总监、餐饮总监、安保总监、工程总监、房务总监组成，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。4. The Crisis Management Team (CMT)危机管理委员会The Crisis Management Team (CMT) includes the management team members and other experts who can quickly and effectively execute tasks to cont
16、rol a crisis and minimize loss.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。PositionExt. Mobile职位分机手机General Manager/EOD总经理/总值班Resident Manager驻店经理Deputy General Manager副总经理Director of Financial Dept.财务总监Director of Sales & Marketing市场营销总监Director of Food and Beverage餐饮总
17、监Director of Engineering工程总监Director of Human Resource人力资源总监Director of Security 安保总监Front Office Manager前厅部经理Director of Rooms房务总监Executive Chef行政总厨Duty Manager/Night Manager大堂经理/夜班经理545. Primary Responsibilities of the CMTCMT的主要职责l Evaluate Risks and Exposures to the hotel. 分析事件严重程度l Prompt decisi
18、on-making and prioritization of tasks.快速反应，并按轻重缓急发布指令l Help ensure the authorities and notified in a timely fashion. 向有关部门及时汇报l Provide preliminary first aid and fire fighting efforts.发生突发事件时，开展初期急救和补救工作l Provide for the safe evacuation of guests and employees. 帮助客人和员工安全离开事故现场l Provide for the safe
19、relocation and transportation of guests为客人提供其他住宿场地及相关的交通安排l Development of media/public relations response.决定如何向媒体作出反应l Secure hotel assets.确保酒店财产安全l Evaluate and report losses.评估损失l Restore operations in a timely manner.尽快恢复运转l Post-crisis critique and revision of plan as necessary for future use.危
20、机后修改危机管理计划以备后用The General Manager serves as the Crisis Leader and spokesperson with Mori Companies Cooperation. If unavailable, the next person on the CMT list assumes the role of Crisis Leader in the order set in the CMT list.All members of the CMT must be kept abreast of all pertinent information
21、but will refer all inquiries to the spokesperson. This assures consistent statements and release of appropriate information.总经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。If the emergency occurs when only the EOD (Executive on Duty) is present, then he/she assume
22、s the role of Crisis Leader until necessary.如果危机发生时只有EOD在场，他要担任危机管理领导人的角色，直到有人替代他。All CMT members need to appoint a designated representative in case when he is not on the property at the onset of a crisis, the next on-duty senior manager/designated representative in that department will perform the
23、 function until the arrival of the CMT member.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。When a major incident occurs, it will be immediately investigated by the Duty Manager, a security officer and the manager who has responsibility over the area impacted.发生突发事件时，大堂经理、保安督导和事件
24、发生地点的部门经理必须立刻赶往现场进行调查。The CMTs demeanor during the crisis situation is very important. Maintaining calmness both in actions and manner of speaking is very important.CMT的表现十分重要，必须在行动及言论中保持镇静。A CMT which is in control reassures guests and sets an example for our staff. It also impresses the media and
25、other officials who must rely upon us. The CMT is on stage throughout a crisis.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印象。6. CMT Member Major AssignmentsCMT成员主要任务l General Manager总经理Oversees the Crisis Management Team管理危机管理委员会。Decision maker决策人。Official spokesperson发言人。Report to Corporate Office向集团总部汇报事故情
26、况。l Resident Manager驻店经理Act as the Crisis Leader when GM is not on the premises总经理不在酒店时，代替总经理处理危机。l Deputy General Manager副总经理Support the GM in decision making and information disclosure.协助总经理决策和信息发布。l Director of Engineering工程总监Proceed directly to the emergency scene.一旦发生紧急事件，立刻赶到现场。Provide informa
27、tion on structural integrity, emergency systems and utilities (power, gasoline, water, etc.)向CMT提供有关设备运行情况，能源供应情况等。Make accessible to the CMT a set of floor plans with the mechanical and geographical layout of the hotel.向CMT提供楼面图纸、设备安装图纸、房屋结构图等。Direct the activities of Engineering staff: shut down t
28、he hotels utilities and HVAC system.指挥切断能源和通风系统等。Contact the electric company, gas company, and water department as necessary to report damage. Ask for inspections to confirm the integrity of the hotels systems.如有必要，向外求助报修。l Director of Security安保总监Proceed directly to the emergency scene.到达事故现场。Dire
29、ct the activities of fire fighting or evacuation from the affected area.指挥救火或现场疏散。Set up perimeter control to prevent unauthorized entry.禁止无关人员出入现场。Ensure the safety of guest property确保宾客财产安全。Arrange necessary additional manpower with PSB/ Fire Brigade.安排必要的人力实施救助，辅助警察、消防队员的工作。Help the GM coordinate
30、 with emergency agencies.帮助总经理联络协调有关部门。Put in place Rooming List (occupied/vacant). Organize personnel to conduct a complete check of occupied and vacant guest rooms and corridors in the affected area.根据入住客人报表，组织检查楼层及走道，查明失踪人数。l Front Office Manager 前台经理Ensure effective communication and maintain co
31、mplete log of communication.保持通信畅通并做好通讯记录。Assign staffing in the assembly point or the shelter area and help with First Aid.安排人员在疏散中心提供服务，并协助急救。Direct or assign guests to a safe area in the hotel or to a neighboring hotel.疏散客人至安全地点或邻近酒店。Maintain a master list of relocated guests and new lodgings做好宾客
32、安排记录。Prepare a list of names of guests who were in the area affected by the emergency.提供事发区域受到影响的客人名单。In the event of guest injuries, assign the necessary staff to take the full name and room number of the guest and the name of hospital to which the guest is transported.一旦发现客人受伤，应记录受伤人员名单以及送往医院地点。Ma
33、intain the status and locations of guests receiving medical treatment.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。Contact families of injured guests.通知受伤人员家属。Any reciprocal agreement for accommodations with nearby hotels should include beverage service and emergency toiletries (when available) upon check in.临时安排客人
34、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。l Director of Food and Beverage餐饮总监Evacuate guest.疏散客人。Secure all cash, valuables and keys.锁好贵重物品，现金和钥匙。Switch off power supplies in kitchens, restaurants and bars.切断厨房、餐厅和酒吧能源。Arrange food and beverage service for guests in the assembly point.为被疏散客人提供餐饮服务。l Director of
35、Financial Dept.财务总监Secure all cash, valuables and keys, including all outlets cashiers.锁好贵重物品，包括所有收银点。Assign personnel to handle reported losses and claims by displaced guests.安排人员负责记录客人报失。Coordinate with attorneys and insurance company regarding legal and liability limitations. Arrange for photogra
36、phs to be taken of affected area for later use by insurance company.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。l Director of Human Resource人力资源总监Help evacuate employees.帮助疏散员工。Account for employees by using Employee Roster.根据员工上班名单做好员工疏散工作。Take steps to maintain an accurate work record o
37、f number of hours employees work during the crisis.精确记录员工处理危机事件的工作时间。Assist in staffing of Press Information Center and help prepare press releases and memos to staff.帮助新闻中心准备新闻稿，同时负责向员工发出书面通知。Maintain a log of actions taken during the incident.记录事件处理的经过。Assemble a list of all injured employee indic
38、ating hospital destination and nature of injuries and handle to GM.收集受伤员工名单以及送医地点，受伤状况，提供给总经理。Assign someone to supply information to and about affected employees and handle notification of next of kin.通知受伤员工家属Oversee and render assistance to injured employees.探视受伤员工并给予帮助l Director of Sales & Market
39、ing市场营销总监Alternate spokesperson.发言人的候选Coordinate lodging for displace guests.安排客人转住其他酒店Maintain a master list of relocated guests and new lodgings.记录客人流向。Keep close communications with Front Office Manager.和前台经理保持联络。Contact arrival guests.立即联络尚未到达的预订客人。l Public Relations Manager公共关系经理Assist spokespe
40、rson in dealing with the media and implementing the Crisis Communications Plan.辅助媒体发言人的工作。Anticipate media questions and supply the CMT spokesperson with information for a statement.事先准备媒体会问及的问题以帮助CMT发言人的发言Establish the Press Information Center.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。Coordinate post crisis comm
41、unication and correspondence with emergency agencies, news media, etc., to recognize exceptional reporting/handling of the crisis.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。Express the hotels appreciation to the employees.代表酒店方向员工表示感谢。l Director of Rooms房务总监Guest evacuation.组织客人疏散。Provide wet towels and blankets
42、for evacuation.为疏散人员提供湿毛巾和毯子。Provide the necessary staff for food and beverage service to displaced persons in the shelter area.为疏散的客人提供食物及饮料。l Executive Chef行政总厨Arrange necessary staff to prepare and serve food and beverages to displaced persons.为疏散人员提供食物及饮料。Make sure that power supply in kitchens
43、is switched off before evacuation.疏散前切断厨房所有能源。7. Fire Fighting Team (FFT)义务消防队员The Fire Fighting Team of the hotel is made up of staff mainly from the Engineering staff, Security staff. Rooms staff may also be required to help at the fire scene.义务消防员主要由工程部，安保部员工组成。房务部员工也需要赶往火警现场，帮助对受伤的人员进行急救。8. Resp
44、onsibility of FFT义务消防队员的职责Staff from Engineering Department: Engineering staff will go to the fire scene to put out the fire. Engineering staff should also turn off power and air-condition equipment of the fire sections. Engineering staff should communicate with the Fire Pumping Room to ensure water
45、 supply.工程部消防队员：立即赶到火警现场，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。Staff from Security Department: Operation staff will go to the fire scene to put out the fire. Prepare wet towels to deliver to the guests. Make sure no guest left in the meeting room, then mark “X” on the door with a chalk and close the door, and help other guests evacuate from the company to assembly point. Operation Staff at the fire scene will do the precaution task and prohibit admission of unconcerned person. At the same time, assist forum staff to evacuate our
