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1、CRISIS MANAGEMENT PLAN 危机管理计划Approved by:_Carlo SchmedCarlo SchmedGeneral Manager Sep. 2007Updated nRevision Sep. 2007修订： Louis Liu Revised by 安全部经理 Chief of Security核查： William Wan Confirmed by 房务总监 Director of Rooms批准： Carlo Schmed Approved by 总 经 理 General Manager修订日期： Sep 2007 Revised DateCONTEN
2、TS目 录、Introduction- 1前言Part I、Definitions-2第一部分：名词解释 What Is A Crisis? -2什么是危机? What Are The Key Goals? -3危机处理的主要目的 Emergency Response Team (ERT) -4应急反应小组 The Crisis Management Team (CMT) -5危机管理委员会 Primary responsibilities of the CMT -6CMT的主要职责 CMT Member Major Assignments -7CMT成员主要任务 Fire Fighting
3、Team (FFT) -10义务消防队员 Responsibility of FFT-11义务消防队员的职责Part II、Crisis Management-12第二部分：危机管理方案 Fire - 12火警 Armed Robbery- 48持械抢劫 Bomb Threats-51炸弹威胁 Civil Disturbance-59民事骚乱 Power Failure-63紧急停电 Floods-66防汛 Disease Prevention -70传染病防范 Food Contamination -76食物中毒 Kidnapping -79绑架INTERNAL POLICY内部政策REF:
4、 CMP- A001Page 1 of 80Prepared by： Chief SecurityDepartment： All DepartmentsDate：Aug 28th , 2007Approved by： _ Carlo Schmed_General ManagerSubject： Crisis Management Plan 危机管理计划 - IntroductionDistribution: All department heads and Assistant ManagersIntroduction前 言The Crisis Management Plan is design
5、ed to provide an organized, efficient response to crisis situations. Such crisis may result in disruption of normal hotel operational functions or the closing of the hotel. Relocation of guests, patrons and employees 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 o
6、f “crisis” incidents include, but are not limited to the following: “危机”包括但不局限于以下内容：l Fire火灾l Natural Catastrophes自然灾害l Mechanical Breakdowns机械故障l Loss of Utility Services能源中断l Hazardous Materials Exposure危险品爆炸l Bomb Threats炸弹威胁l Terrorist Acts恐怖威胁l Hostage Situations绑架l Armed Robbery, Burglary, Hom
7、icide持械抢劫、闯窃、凶杀l Civil Disturbance民事骚乱l Power Cut Emergency大面积突然停电l Special Concerns特别安全事故Circumstances which may constitute a 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 PL
8、AN 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 Management 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第一部分Definitions
9、名词解释 INTERNAL POLICY 内 内部政策REF: CMP-A001Page 2 of 80Prepared by： Chief SecurityDepartment： All DepartmentsDate：Aug 28th , 2007Approved by： _ Carlo Schmed_ General ManagerSubject： Crisis Management Plan 危机管理计划 - DefinitionsDistribution: All department heads and Assistant Managers1、What Is A Crisis? 什
10、么是危机?A crisis can be defined as one of a number of situations which threaten the profitability or reputation of the Company 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 nu
11、mber of separate incidents (such as product contamination) are related and are increasing in severity and frequency.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.
12、 Instead, this manual aims to ensure that the proper structure, facilities and information are available 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，配备必需的设备器材，确保畅通的信息沟通，等等。Different management responses will be required but all of th
13、em contain common features that this plan addresses. However, whatever the crisis, those involved must 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： Protect the public/customer保护公众/客人 Protect the employees 保护员工 Protect the business保证经营 Cooperate with the authorities involved与相关政府部门合作 INTERNAL P
14、OLICY内部政策REF: CMP-A001Page 3 of 80Prepared by： Chief SecurityDepartment： All DepartmentsDate：Aug 28th ,2007Approved by： _Carlo Schmed_ General ManagerSubject： Crisis Management Plan 危机管理计划 - DefinitionsDistribution: All department heads and Assistant Managers2、What Are The Key Goals? 危机处理的主要目的A. Min
15、imizing impact on the Intercontinentals brand reputation and profitability.最大程度降低对洲际酒店品牌声誉及收益的影响。B. Maximizing the ability of senior management (through the Crisis Management Team) to respond rapidly and effectively to the crisis presenting and provide decision-making.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并提供
16、决策依据。We have to be able to convince shareholder and customers that regardless of fault for the original incident, Intercontinental ChongQing can quickly and decisively react to stabilize the situation and resolve problems arising.我们必须使我们的股东及客人相信：重庆洲际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 Cris
17、is 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 company 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。”CRISIS RESPONSE TEAM MEMBER). 所有部门负责人/主管都必须被告知
18、酒店事故及危机指南的存在和地点，必须完全了解他们各自明确的职责(比如消防安全协调员、消防安全委员会成员、危机应对小组成员)。The guide will be above B7 management of Intercontinental ChongQing must mastery Hotel product knowledge 本指南将作为重庆洲际酒店B7级以上管理人员必须掌握的酒店知识。The guide will be charge of Intercontinental ChongQing Security update termly本指南由重庆洲际酒店安全部负责定期更新。 INTE
19、RNAL POLICY内部政策REF: CMP-A001Page 3 of 80Prepared by： Chief SecurityDepartment： All DepartmentsDate：Aug 28th ,2007Approved by： _Carlo Schmed_ General ManagerSubject： Crisis Management Plan 危机管理计划 - DefinitionsDistribution: All department heads and Assistant Managers3、Necessary explain for a Crisis Pl
20、an 危机计划的必要性说明Experience has shown that pre-planned and tested emergency procedures provide a valuable framework that enables management to deal more efficiently and effectively in times of crisis. Procedures also assist in clear and effective decision making.经验显示，预先计划好并经过检验的突发事件程序提供了有价值的框架，可以让管理层在危机
21、期间更有效地应对。该程序还有助于制定清晰有效的决策。A controlled and managed crisis can limit damage to a companys reputation. Positive and clear decision-making in a crisis enhances a companys reputation; whereas a badly managed incident could damage a companys image forever. Companies have been known to disappear because t
22、hey failed to recover from the impact of a major crisis that was handled incorrectly.控制并应对危机可以限制其对企业声誉的损害。危机当中积极有条理的决策可以提升企业的声誉，假如应对不当则可能永久损害企业的形象。有些企业由于处理重大危机不当，未能从影响中恢复过来，因此从人们眼中消失。Much of the information given in this manual might appear to be simple common sense. However, common sense is often a
23、bsent in a crisis situation because of the stress involved.本指南中提供的很多信息可能看似简单的常识。可是，由于陷于压力，身处危机常常就失去了常识。ALL HEADS OF DEPARTMENT / SUPERVISORS MUST BE MADE AWARE OF THE EXISTENCE AND LOCATION OF THE HOTEL INCIDENT AND CRISIS MANUAL AND MUST FULLY UNDERSTAND THEIR CLEARLY DEFINED INDIVIDUAL ROLES (SUCH
24、 AS FIRE LIFE SAFETY CO-ORDINATOR, FIRE LIFE SAFETY COMMITTEE MEMBER, and CRISIS RESPONSE TEAM MEMBER). 所有部门负责人/主管都必须被告知酒店事故及危机指南的存在和地点，必须完全了解他们各自明确的职责(比如消防安全协调员、消防安全委员会成员、危机应对小组成员)。The guide will be above B7 management of Intercontinental ChongQing must mastery Hotel product knowledge 本指南将作为重庆洲际酒店B
25、7级以上管理人员必须掌握的酒店知识。The guide will be charge of Intercontinental ChongQing Security update termly本指南由重庆洲际酒店安全部负责定期更新。 INTERNAL POLICY内部政策 内部政策REF: CMP-A001Page 4 of 80Prepared by： Chief SecurityDepartment： All DepartmentsDate：Aug 28th,2007Approved by： _Carlo Schmed_ General ManagerSubject： Crisis Mana
26、gement Plan 危机管理计划 - DefinitionsDistribution: All department heads and Assistant Managers4、Emergency Response Team (ERT)应急反应小组The Emergency Response Team (ERT) of the hotel will be sufficiently trained and manned to cope with any type of emergency not necessarily confined to fire. The team will be m
27、ade up of mainly Duty Engineer, Security Supervisor and Duty Manager, but will also include members of other departments to ensure that sufficient trained personnel cover emergency on a 24 hours basis.应急反应小组应接受多方面的培训，以便能够妥善处理包括火灾在内的各种紧急情况。应急反应小组主要由值班工程师、安全部主管及大堂副理组成，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
28、有经过熟练培训的人员处理紧急事故。Emergency Response Team(ERT) is responsible for handling response at crisis early (depiction of detailed Part II)应急反应（ERT）小组的职责是在危机初期进行处置反应（具体叙述在第二章节） INTERNAL POLICY内部政策REF: CMP-A001Page 5 of 80Prepared by： Chief SecurityDepartment： All DepartmentsDate：Aug 28th , 2007Approved by： _
29、Carlo Schmed_ General ManagerSubject： Crisis Management Plan 危机管理计划 - DefinitionsDistribution: All department heads and Assistant Managers5、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
30、execute tasks to control 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。PositionGeneral Manager (Carlo Schmed)总经理 Deputy General Managers (Robert Zhang)副总经理Director of Rooms (Wiliam Wan)房务总监Director of Finance & Business Support (Boris Deng) 财务总监
31、Director of Food and Beverage (Richard Wu)餐饮总监Director of Engineering (Mark Li)工程总监Director of Human Resources (Magaret Zheng)人力资源总监Security Manager(Louis Liu) 安全部经理Front Office Manager (AnitaYi)前厅部经理Executive Housekeeper (Molly Ren)行政管家Executive Chef (Peter Liew)行政总厨Director of S&M(Henry Zhang) 市场销
32、售总监Ext. Mobile Pager6888 139838033986899 13308344955 6288 13310239580 6188 138083328166388 136964647016988 133102395486788 135946762676008 13310239565 6299 133102395586588 13310239500 6381 13310239595 6688 13310239625 The Crisis Management Team (CMT) 危机管理委员会在危机中的任务分组危机管理委员会（CMT）由酒店管理团队成员以及其他专业人士组成。故
33、应根据其具体职位以及在危机中的作用做出如下分工：Chief Command team: General Manager (captain)and Secretary、Deputy General Manager; Director of Engineering and Secretary、Security Manager 总指挥小组：总经理（组长）及其秘书、副总经理、房务总监及其秘书、工程总监、安全部经理Spot commander team:; Assistant Manager(captain); Duty Manager，fire supervisor现场指挥小组：安全部副经理（组长）、
34、大堂副理、值班工程师、消防主管Emergency response team: head of each department and section manager紧急情况小组：各部门第一负责人及其助手、分部门经理To assign management to be chief command team leader when General Manager is absent, if he doesnt assign, to carry out job principia to lie of duty chief command team leader在总经理不在的情况下，由总经理指派的管
35、理人员担任总指挥小组组长，若未指派，则实行依职位递进的原则履行总指挥组长职责。MOD carries out chief command team responsibility until GM come 夜间应由值班经理履行总指挥职责直至总经理到来 INTERNAL POLICY内部政策REF: CMP-A001Page 6 of 80Prepared by： Chief SecurityDepartment： All DepartmentsDate：Aug 28th , 2007Approved by _Carlo Schmed_ General ManagerSubject： Crisi
36、s Management Plan 危机管理计划 - DefinitionsDistribution: All department heads and Assistant Managers6、Primary responsibilities of the CMT CMT的主要职责 Evaluate Risks and Exposures to the hotel. 分析事件严重程度 Prompt decision-making and prioritization of tasks. 快速反应，并按轻重缓急发布指令 Help ensure the authorities are notifi
37、ed in a timely fashion.向有关部门及时汇报 Provide preliminary first aid and fire fighting efforts发生突发事件时，开展初期急救和扑救工作 Provide for the safe evacuation of guests and employees帮助客人和员工安全离开事故现场 Provide for the safe relocation and transportation of guests为客人提供其他住宿场地及相关的交通安排 Development of media/public relations res
38、ponse.决定如何向媒体作出反应 Secure hotel assets确保酒店财产安全 Evaluate and report losses评估损失 Restore operations in a timely manner尽快恢复运转 Post-crisis critique and revision of plan as necessary for future use.危机后修改危机管理计划以备后用The General Manager serves as the Crisis Leader and spokesperson. 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 but will refer all inquiries to the spokesperson. This assures
