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1、大型酒店突发事件管理流程,Objective目标,To train and familiarize HIMS key personnel on their roles during emergency or crisis situation at the hotel.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。To train and familiarize HIMS key personnel on how to handle emergency or crisis situation at the hotel in a calm and orga
2、nized manner.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。,紧急事件？,还是,危机？,DEFINITION 定 义An incident that threatens human life,health,property or the environment,if not controlled,contained or eliminated immediately.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Local effect Usually confine
3、d to only a portion of the property 局部效应 通常只是影响到酒店的某一部分Very limited casualties,if any 极少的人员伤亡 On-site or local resources are adequate to manage the problem 当地的现有资源足以解决该事件 Short term impact issues can be resolved quickly and impact is not lasting 影响时间短事件可以很快解决且不会造成持续影响 News media interest is primaril
4、y local or non existent 不会或至多只是引起当地新闻媒体的注意Does not threaten credibility,image or desirability of the Brand or Corporate 不会对集团及品牌的信誉、形象和价值造成威胁 May or may not escalate into a crisis,depending on circumstances and action taken 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,紧急事件,DEFINITION 定 义A circumstance,event or series
5、of episodes that threatens to fundamentally affect or alter the way we do business or could have a lasting impact on our customer behavior.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May dramatically impact the reputation,desirability or financial results of the individual Starwood b
6、rand or Corporate organization 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Likely to attract national or international news media attention 可能会引起国内或国际媒体的关注 Significant casualties and/or loss of life 重大的人员伤亡 Rapidly escalating developments extend beyond capability of on-site and local resources 以现有的能力和资源无法控制其迅速扩大
7、或发展 Impact may continue well beyond event 造成的影响要比事件本身持久得多 Often limited and conflicting information on situation 通常在这种情况下得不到有效信息Go-Team will probably need to be activated 可能需要派出行动小组,危机,Armed AttackDecontaminationPower Failure持械抢劫 污染 断电Associate AccidentDrowningStructural Collapse员工受伤 溺水 坍塌Blood Born
8、e PathogensEarthquakeTheft血源性病原体 地震 盗窃Bomb ThreatElevator EmergencyTransportation Accident炸弹恐吓 电梯紧急事件 交通事故Civil DisturbanceGas Leak内乱/动乱 燃气泄露Communicable DiseaseHazmat传染性疾病 有害物料Criminal ActivityHostage犯罪行为 绑架Death in PremisesGuest Medical Emergency在酒店死亡 客人紧急医疗救护,可能发生的事件,HIMS-各小组应急处理流程图,ALERT,FCS,Act
9、ivation ofGroup SMS to HIMS Emergency notification team,Group A(Responding)Incident ManagerLiaison OfficerSafety Officer,RESPONDINGSafety Officer/ERTProceed to Incident area/scene,Group B(Stand By)CommanderInformation OfficerLogisticsOperationsHR&PlanningFinance&Claims,VERIFICATIONFALSE/TRUEAlarm,RE
10、SPONDINGIncident Manager&Liaison OfficerProceed to FCS,STAND ByStatus Update byIncident Managervia Group SMS,PRE ALARM,STATUS UPDATE,DETERMINECells Activation,FALSE,TRUE,1,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
11、总机,待命意外事件经理通过群发系统更新状态,PRE ALARM 预 警,更新状态,决定启动哪些组,误报,真实,1,ALERT,FCS,ACTIVATIONGroup SMS to HIMS Emergency notification team,COMMANDER(report to EOC),DetermineEmergency OR Crisis,NOTIFYAMD/Div/Corp,CONSIDERMedia Briefing,COORDINATINGArrival of Go-Team,STATUS UPDATE(1st/2nd/4th/12th/24th hour)Corporate
12、Crisis Response Team,INFORM STARWOOD CONTACTAffected Guestsfrom other country,INTERIM MEDIASpokesperson(1st/2nd/4th/12th/24th hour),2,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/
13、4th/12th/24th 时段),2,ALERT,FCS,INFORMATION(report to EOC),DETERMINE(Limits/Location)on information release,DEVELOPMaterial use for media,APPROVALFrom Commander,INTERIM MEDIASpokes person(1st/2nd/4th/12th/24th hour),CENTRALISE(Internal&External)Where to channel info,ESTABLISHLive Comm(phone/email)for
14、Div/Corp,REVIEWAll media clips for accuracy,ESTABLISH(Electronic&Print media library)for the entire event,Coordinating&Monitoring(Within&Other cells),Event Log,Status Update,ACTIVATIONGroup SMS to HIMS Emergency notification team,3,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(1s
15、t/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,3,ALERT,FCS,LIAISON(report to FCR),COORDINATINGWork&Support needs,ESTABLISH CONTACT POINTEmergency ResponderEnforcement Public Agencies,MONITORINGIncident
16、Operation/Limitations/Capabilities/Resource Status/Event Log,STATUS UPDATE(1st/2nd/4th/12th/24th hour)Agencies and other Active Cells,Coordinating&Monitoring(Within&Other cells),Event Log,Status Update,ACTIVATIONGroup SMS to HIMS Emergency notification team,4,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
17、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),4,ALERT,FCS,SAFETY(proceed to scene),IDENTIFYHazards,TAKE CHARGERescue/Medical/Evacuation Ops(First Responder),REVIEWAction plan,STOP/SUSPENDAny unsafe actions(Intern
18、al&Agencies),ASSIGNAssistants as needed,Coordinating&Monitoring(Within&Other cells),Event Log,Status Update,ACTIVATIONGroup SMS to HIMS Emergency notification team,5,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
19、状态,做好事件记录,5,ALERT,FCS,INCIDENT MANAGER(report to FCR),PREPAREIncident briefing for Commander(AMD/Div/Corp),ASSESSIncident&situation,BRIEFCommander/Liaison/Information Officer/cells leader,STATUS UPDATE(1st/2nd/4th/12th/24th hour)COMMANDER,ACTIVATIONEmergency Operation Centre(if required),ACTIVATIONS
20、upport Cells,COORDINATINGAssociates activities,STATUS UPDATEActive Cell Leaders,ORGANISE&SET UPfor Go Team arrival,Coordinating&Monitoring(Within&Other cells),Event Log,Status Update,ACTIVATIONGroup SMS to HIMS Emergency notification team,6,总机FCS,意外事件经理(向应急指挥中心汇报),为总指挥（董事总经理/区域/总部）准备事件通报材料,评估事件形势,通报
21、情况总指挥/联络官/公关主管人/各组长,向总指挥更新状态(1st/2nd/4th/12th/24th 时段),启动应急指挥中心(需要的话),启动支持保障组,协调员工事宜,更新状态启动各小组组长,为行动小组的到来做好组织&布置工作,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,6,ALERT,TRANSPORT&ACCOMODATION,LOGISTICS,SUPPLIES&MATERIALS,COMMUNICATION,FOOD(Guests&Associates),FCS,ENGINEERING,ACTIVATIONGroup
22、SMS to HIMS Emergency notification team,7,交通&住宿,后勤保障,物资保障,通讯联络,食品保障(客人&员工）,总机FCS,工程部,接到报警,通过群发系统发送给HIMS应急管理小组,7,TRANSPORT&ACCOMODATION,LOGISTICS,Assess&Evaluate,Initiate Transport PlanGuests/Associates(Type/Qty/Schedule),Transport Provider(Coordinating/Challenges),Coordinating&Monitoring(Within cell
23、s),Event Log,Initiate Accommodation plan(Type/Qty/Location/Schedule),Guests,Associates,Guests(Continue stay),Guests(Leaving),Status Update,Transport Plan(movement schedule),8,交通&住宿,后勤保障,评估情况,制定交通计划客人/员工(类型/数量/时间表),交通提供者(协调/克服困难),做好事件记录,制定住宿计划(类型/数量/地点/时间表),客 人,员 工,客人(继续入住),客人(离店),更新状态,交通计划(人员转移时间安排表
24、),协调&关注(本组&其他小组的情况),8,SUPPLIES&MATERIALS,LOGISTICS,Assess&EvaluateRequest,Ordering(Type/Qty),Storage(location/inventory),Coordinating&Monitoring(Within Cell),Event Log,Distribution,Assign Resources(Associates)(Receiving&Distribution),Challenges,Vendors/SuppliesOther Resources(Delivery schedule),Stat
25、us Update,9,物资保障,后勤保障,评 估 需 求,订购(类型/数量),储备(地点/库存清单),做好事件记录,分 发,分配物资（员工)(接收&分发）,克服困难,供应商其他途径(运送安排/时间表),更新状态,协调&关注(本组&其他小组的情况),9,COMMUNICATION,LOGISTICS,Assess&EvaluateNeeds,ON SITECapabilities&Limitations(Network/Types),Coordinating&Monitoring(Within Cell),Event Log,Test/Live,Status Update,OFF SITECa
26、pabilities&Limitations(Geographical/Connectivity/Types),Request,Equipment(Set Up),Test/Live,Request,Equipment(Set Up),10,通讯联络,后勤保障,评估需求,酒店内通讯能力/范围(网络覆盖/类型）,做好事件记录,测试/通话,更新状态,酒店外通讯能力/范围(地理状况/连通性/类型）,需求,设备（建立）,测试/通话,需求,设备(建立),协调&关注(本组&其他小组的情况),10,FOOD,LOGISTICS,Determine(Foods&Drinks)Guests/Associate/
27、Working Teams,Determine(Feeding Process),Maintain(Hygiene/Health),Obtain&Managing(Supplies/Resources/Caterer),Coordinating&Monitoring(Within Cell),Event Log,Status Update,11,食品保障,后勤保障,确定(餐饮需求）客人/员工/事件处理团队,确定(餐饮供应方法),保证(卫生/健康）,获得&管理供应品/资源/餐饮筹备人员,事件记录,更新状态,协调&关注(本组&其他小组的情况),11,ALERT,GUEST SUPPORT&RELI
28、EF,OPERATIONS,ASSEMBLYAREA,SECURITY,MEDICAL(Guests&Associates),FCS,ERT,ACTIVATIONGroup SMS to HIMS Emergency notification team,12,接到报警,对客支持/物资救助,现场运作,集合地管控员,安全保障,医疗救护(客人&员工）,总机FCS,应急小组,通过群发系统发送给HIMS应急管理小组,12,E R T,Assemble(Incident Briefing/Emergency Pack),First ResponderIncident Scene(Assess&Evalua
29、te),Commencing(Rescue/Incident Control),OPERATIONS,Status Update,Status Update,Support(Agencies/Enforcement),13,应急小组,集 合(事件通报/应急包）,第一反应人员事发现场(评估情况),开始(营救/控制处理）,现场运作,更新状态,更新状态,向（外部机构/执法部门）提供支持,13,MEDICAL,Assemble(Incident Briefing/Emergency Pack),First ResponderIncident Scene(Assess&Evaluate),Commenc
30、ing(Medical Aids),OPERATIONS,Status Update,Status Update,Support(Ambulance Services),Status Update,Assembly Area(Medical Aids),Resources&Support,Coordinating&Monitoring(Within cell),Event Log,Advance Medical(Clinic/Hospital),14,医疗救护,集 合(事件通报/应急包）,第一反应人员事发现场(评估情况),开始(提供医疗救护),现场运作,更新状态,更新状态,提供支持（救护车),
31、更新状态,集合地(医疗救护),物资救助,做好事件记录,进一步的医疗救护(诊所/医院),协调&关注(本组情况),14,SECURITY,CHECK POINT CONTROL(Incident Scene/Assembly Area/Crowd/Crime&Traffic),OPERATIONS,Status Update,Status Update,Support(Enforcement Agencies),Event Log,15,安全保障,做好各部位的控制(事发现场/集合地/人员拥挤/犯罪行为&交通）,现场运作,更新状态,更新状态,提供支持(执法机构),做好事件记录,15,ASSEMBLY
32、 AREA,Reports&Status(Assembly Area),OPERATIONS,Managing Resources&Request(Special/Medical/Transportation/Food&Refreshment etc.),Status Update,Event Log,Roll Call(Guests/Visitors/Associates),Maintain Harmony,16,集合地,汇报&状态(集合地),现场运作,管理物资&需求(特殊需求/医疗需求/交通需求/餐饮需求等),更新状态,做好事件记录,人员清点(客人/访客/员工）,维持秩序,16,SUPPO
33、RT&RELIEF,Identify(shelter/accommodation alternative/event relocating/VVIP),OPERATIONS,Managing Resources&Request(Special/Medical/Transportation/Food&Refreshment etc.),Status Update,Coordinating&Monitoring(Within cell),Event Log,Assisting to establish(communication with family&business offices),Dist
34、ribution of relief resources,Establish Communication Line/Coordination(Division Office/Corporate),17,对客支持&物资救助,确 定(避难所/住宿安排/人员转移/及为重要的VIP,现场运作,更新状态,做好事件记录,协助建立(同受影响人员家属及公司取得联系),救助物资的分发,保持在线沟通/协调(区域/总部）,管理物资&需求(特殊需求/医疗需求/交通需求/餐饮需求等),协调&关注(本组情况),17,ALERT,HUMAN RESOURCES&PLANNING,Human Resources,Demobi
35、lization,FCS,Documentation,ACTIVATIONGroup SMS to HIMS Emergency notification team,18,接到报警,人力资源&规划,人力资源,事件结案,总机FCS,文档资料,通过群发系统发送给HIMS应急管理小组,18,HUMAN RESOURCES&PLANNING,Gathering Information,Share&Distribute Information(Active&Support Cells),ASSIST HIMS TEAM MEETING(1st/2nd/4th/12th/24th hour)Assess
36、situation/Review status/Ramifications,Determine(Next critical path),Establish change of shiftHIMS Teams/ERT/Operations(12 Hour shift),Coordinating&Monitoring(Within Active&Support cells),Event Log,19,收集信息,共享&公布信息(对各小组提供支持),协调组织HIMS会议(1st/2nd/4th/12th/24th 时段)评估情况/审查状态/分工部署,确定(下一步重要部署),安排轮班HIMS 团队/应急
37、小组/现场运作人员(12 个小时一轮班),协调&关注(本组对各小组的支持情况),做好事件记录,人力资源&规划,19,HUMAN RESOURCES&PLANNING,Documentation,Collation of Data&Event Logs(1st/2nd/4th/12th/24th hour)Active&Support Cells,Prepare supporting documentation(1st/2nd/4th/12th/24th hour)photos/maps/weather report/news,Supply&Filling forms/Documentation
38、(HIMS Teams),Coordinating&Monitoring(Within Active&Support cells),Event Log,Status Update,20,文档资料,收集数据&事件记录表(1st/2nd/4th/12th/24th 时段)对各小组提供支持,准备辅助文档及材料(1st/2nd/4th/12th/24th 时段)照片/地图/天气预报/新闻,提供各种表格/文档(向HIMS 团队),做好事件记录,更新状态,人力资源&规划,协调&关注(本组对各小组的支持情况),20,HUMAN RESOURCES&PLANNING,HR,Establish and Main
39、tain(Time Records)Associates/Specialise/Professional,Counseling&Update status(Associates/Family/N.O.K),Obtain(Updated status),Plan&Establish Manning requirement(HIMS Teams),Event Log,Status Update,Determine Internal&External(Translation service),21,人力资源,建立并保存(工时记录)员工/处理人员/专业人员,安抚&更新状态(员工/家庭/N.O.K),获
40、取(现状),规划&建立人员配置需求(HIMS 团队),做好事件记录,更新状态,确定内部&外部(翻译服务),人力资源&规划,21,HUMAN RESOURCES&PLANNING,DEMOBILISATION,Review&Determine effort(Size&Extend),Plan&Priorities(responsibilities/procedures/directories/guide map/instructions),Analyse Data&Facts&Capabilities&Limitation(manning/workspace/supplies/transport
41、/logistics/weather),Supervise&Coordinate action plan,Event Log,Status Update,Brief(HIMS Teams),22,结案散场,审查&确定施力方向(规模&额外需求),计划&优先次序(职责/程序/指南/引导图/说明),分析数据/现实情况/能力/限制因素(人员配备/工作空间/物资供应/交通/后勤保障/天气状况),监督&协调行动方案的实施,做好事件记录,更新状态,通报(HIMS团队),人力资源&规划,22,ALERT,FINANCE&CLAIMS,Incident Account&Procurement,Time Reco
42、rds,FCS,Compensation,ACTIVATIONGroup SMS to HIMS Emergency notification team,23,接到报警,财务&索赔事宜,意外事件账目&采购,工时记录,总机 FCS,赔偿事宜,通过群发系统发送给HIMS应急管理小组,23,Compensation,Establish contact(Safety&Liaison&Insurance),Determine(compensation specialise&work station),Event Log,Status Update,Establish(procedures/consult
43、ation/documentation),FINANCE&CLAIMS,24,赔偿事宜,建立联系(安全&联络&保险),确定(有哪些赔偿事宜&工作位置),做好事件记录,更新状态,建立(处理程序/协商/档案),财务&索赔事宜,24,Time Records,Determine&Establish(accurate manning),Coordinate(HR&Planning cell),Event Log,Status Update,FINANCE&CLAIMS,25,工时记录,确定&建立(准确的人员编制),协调(人力资源&规划组),做好事件记录,更新状态,财务&索赔事宜,25,Account/Costs/Procurement,Determine&Establish(data/summary/summaries),Recommendation(cost saving),Event Log,Status Update,FINANCE&CLAIMS,26,账目/成本/采购,确定&建立(数据/总结/报表),提供建议(节约成本),做好事件记录,更新状态,财务&索赔事宜,26,
