酒店紧急程序应对.doc

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酒店紧急程序应对
Policy 政策

To ensure all the emergencies are promptly handled in timely manner at all times.
保证任何时间发生的紧急情况都能被及时有效地处理。

Procedure 程序

1. In all instances if you come across one of the incidents listed below. Inform the Telephone operator immediately who will notify the Guest Service Manager.
如果你遇到下表中所列举的任何一种情况，请立即通知话务员，她们将通知宾客服务经理。
2. The Guest Service Manager will inform the respective department heads according to the attached Emergency Contact list.
宾客服务经理会根据《紧急情况联络表》通知各部门领导。
3. In the event of a fight amongst staff, the respective department heads should be notified.
发生在员工之间的冲突，要分别通知各部门的经理。

Fire

The fire alarm is the most common outbreak in the hotel; it could be a genuine or false alarm. However, when
There is a call informing of the fire the following are to be noted.
火警是酒店内常见的紧急情况之一，当接到火警报警电话时：
l Ask the caller to state clearly which area, room number or location of the fire.
问清来电者的所在区域，房号和火灾发生的具体位置
l GSC will contact the ERT directly by Walkie talkie( DM、Duty Engineer.、Duty Security Supervisor)
宾客服务中心用对讲机直接联系应急反应小组（值班经理、值班工程师、保安部值班主管）
l GSC sent group code two times to CMT
宾客服务中心向危机管理小组发出群呼二次
The Crisis Management Team comprise of: : GM、DGM、RM、MOFBS、DOSM、DOFB、HRM、FOM、EH、CE、CSO、ACSO
危机管理小组成员由以下组成：总经理、副总经理、驻店经理、财务总监、市场销售总监、餐饮总监、人力资源部经理、前厅部经理、行政管家、总工程师、保安部经理、保安部副经理
l Waits for further instructions from Guest Services Manager or higher management.
等待宾客服务经理和酒店管理层的通知
l If it is genuine fire, to call the “City Fire Department” as instructed from GM.
如确认是真实火警，根据总经理的指令立即通知消防大队
l Use the Emergency No. 09 in the Hotel Communication system. 09 mean Fire Alarm in the hotel. The Communication system is used to avoid alarming guest.
在内部沟通系统内使用09代码, 09 表示发生火警 。使用该系统是为了避免客人惊慌。
Note: Reference “Hotel Fire Alarm Code”
备注：附酒店火警代码。

Bomb Threat
炸弹
If a call of bomb threat is received, the operator should listen very carefully and the following to be noted:
如果接到炸弹恐吓电话，接线员应仔细记下以下几点：
l Identify the sex of the caller.
来电者性别
l Kind of voice of the caller
来电者的声音特征
l Identifying sounds in the background.
来电的背景声音
l Message of the caller
来电内容
l Time and date of call.
来电时间和日期
l Immediately inform the MOD or Guest Services Manager or Higher Management.
等候值班经理或宾客服务经理和酒店管理层的进一步通知
Death
死亡
When there is a call informing of death (by violent or natural cause)in the hotel, the telephone
Operator must immediately notify the Guest Services Manager, Security Manager and House Doctor.
如果接到客人死亡（自然死亡和非自然死亡）的来电，接线员应立即通知宾客服务经理，保安部经
理和酒店医生。

Wait for further instruction form MOD or Guest Service Manager and Higher Management.
等候行政宾客服务经理或宾客服务经理和酒店管理层的进一步通知

Emergency Contact List
DEPT.
部门
FIRE
火灾
POWER
FAILURE
停电
BOMB
THREA
炸弹恐吓
THEFT
偷盗
DEATH
ACCIDET
死亡意外
FIGHT
GUEST
客人冲突
FIGHT
STAFF
员工冲突
ROBBERY
抢劫

THREAT
恐吓
WATER/GAS
SUSPENSION
停水/煤气
GM
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
DGM&RM
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
FC
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
ENG
Y
Y

Y
SEC
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
F&B
Y
Y

Y
FOM
Y
Y
Y
Y
Y
Y

Y
Y
Y
HSKP
Y
Y

Y

HR
Y
Y

Y

DOSM
Y
Y

MOD
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
GSM
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y

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