危机管理计划.ppt

1、CRISIS MANAGEMENTPLAN危危 机机 管管 理理 计计 划划Introduction前前 言言危机管理计划危机管理计划是为了在发生危机的状是为了在发生危机的状况下提供有组织、有效率的反应。危况下提供有组织、有效率的反应。危机的发生可能会阻碍酒店的正常运作，机的发生可能会阻碍酒店的正常运作，甚至导致停业。甚至导致停业。The Crisis Management Plan is designed to provide an organized,efficient response to crisis situations.Such crisis may result in disr

2、uption of normal hotel operational functions or the closing of the hotel.Relocation of guests,patrons and employees may also result.什么是危机？What is a Crisis?危机是由各种原因引起的，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。无论处理哪种危机时，都必须优先考虑以下几个方面：1.保护公众/客人；2.保护员工；3.保证经营；4.与相关政府部门合作；A crisis can be defined as one of a number of

3、 situations which threaten the profitability or reputation of the Company and for various reasons,cannot be handled by the normal management systems.However,whatever the crisis,those involved must keep as priorities to:1.Protect the public/customer 2.Protect the employees 3.Protect the business 4.Co

4、operate with the authorities involved“危机危机”基本包括以下几种类型：Examples of“crisis”incidents include:u火灾火灾 Fire u自然灾害自然灾害 Natural Catastrophesu机械故障机械故障 Mechanical Breakdowns u能源中断能源中断 Loss of Utility Servicesu危险品爆炸危险品爆炸 Hazardous Materials Exposureu炸弹威胁炸弹威胁 Bomb Threatsu恐怖威胁恐怖威胁 Terrorist Actsu绑绑 架架 Hostage S

5、ituationsu持械抢劫、闯窃、凶杀持械抢劫、闯窃、凶杀Armed Robbery,Burglary,Homicideu民事骚乱民事骚乱 Civil Disturbanceu大面积突然停电大面积突然停电 Power Cut Emergencyu特别安全事故特别安全事故 Special Concernsu其它其它 Other应急反应小组Emergency Response Team(ERT)应急反应小组应急反应小组(ERT)(ERT)是由酒店管理团队成员以及其他是由酒店管理团队成员以及其他专业人士组成。应急反应小组成员必须在危机发生专业人士组成。应急反应小组成员必须在危机发生时作出快速有效的

6、反应，控制危机，把损失减到最时作出快速有效的反应，控制危机，把损失减到最小。小。The Emergency Response Team(ERT)includes the management team members and other experts who can quickly and effectively execute tasks to control a crisis and minimize loss.应急反应小组成员CRT members u总经理总经理 General Manageru行政助理经理行政助理经理Executive Assistant Manageru房务经理房

7、务经理 Rooms Division Manageru财务总监财务总监 Finance Controlleru市场销售总监市场销售总监 Director of Sales&Marketingu维护经理维护经理 Maintain Manageru保安部经理保安部经理 Security Manageru人力资源部经理人力资源部经理 HR Manageru消防主管消防主管 Fire SupervisorNameCRT TitleOffice Num.Ceil phone伟士曼组长8162610115953131188福瑞德温格纳副组长8160608113905310316凌贤国副组长81626091

8、15194186660杜晓红成员8162604115153161222李慧君成员8162620113356665036李磊成员8162608613406972266周淑英成员8162606113791084641郝慧泉成员8162607113953188272李平成员8162609415865255533应急反应小组的主要职责Primary responsibilities of the ERTu分析事件严重程度。分析事件严重程度。Evaluate Risks and Exposures to the hotel.u快速反应，按轻重缓急发布指令。快速反应，按轻重缓急发布指令。Prompt de

9、cision-making and prioritization of tasks.u向有关部门及时汇报。向有关部门及时汇报。Help ensure the authorities are notified in a timely fashion.u开展初级急救和扑救工作。开展初级急救和扑救工作。Provide preliminary fire aid and fire fighting efforts.u帮助客人和员工安全离开事故现场。帮助客人和员工安全离开事故现场。Provide for the safe evacuation of guests and employees.u决定如何向媒

10、体作出反应。决定如何向媒体作出反应。Development of media/public relations response.u确保酒店财产安全。确保酒店财产安全。Secure hotel assets.u评估损失。评估损失。Evaluate and report losses.u尽快恢复运转。尽快恢复运转。Restore operations in a timely manner.预案预案预案预案 1 1Plan 1Plan 1火警和疏散方案火警和疏散方案Fire Alarm&Evacuation Procedure火警火警消防中心显示屏报警；总机、消防中心接到报警电话消防中心显示屏报警

11、；总机、消防中心接到报警电话消防监控中心呼叫巡逻员到现场检查，如属误报，解除报警；如确认火警，指令总机电消防监控中心呼叫巡逻员到现场检查，如属误报，解除报警；如确认火警，指令总机电话通知危机小组成员话通知危机小组成员灭火组成立：大堂经理、安保主管灭火组成立：大堂经理、安保主管、值班工程师、报警楼层服务员带灭、值班工程师、报警楼层服务员带灭火器到现场火器到现场指挥组成立：总经理、值班经理、各部门经理指挥组成立：总经理、值班经理、各部门经理至现场进行现场指挥至现场进行现场指挥如火势较小，马上组织扑救，熄灭后如火势较小，马上组织扑救，熄灭后停止实施应急方案。如火势较大，需停止实施应急方案。如火势较大

12、，需增援力量，马上报告指挥组和监控室增援力量，马上报告指挥组和监控室义务消防队到场后立即进行灭火扑义务消防队到场后立即进行灭火扑救，如火被扑灭，保护现场，准备救，如火被扑灭，保护现场，准备火灾调查。如火势不能控制，马上火灾调查。如火势不能控制，马上报告指挥组，请求疏散报告指挥组，请求疏散启动消防警铃和消防广播发出疏散启动消防警铃和消防广播发出疏散指令指令救援组成立：酒店医生及相关人员带急救物品救援组成立：酒店医生及相关人员带急救物品及担架到现场进行救援及担架到现场进行救援指挥组下达全员疏散命令指挥组下达全员疏散命令实施疏散方案，实施疏散方案，组织客人、员工组织客人、员工疏散疏散根据指挥组的决定

13、向根据指挥组的决定向119119报警，消防人员报警，消防人员到达后，汇报酒店情到达后，汇报酒店情况并配合他们的工作况并配合他们的工作监控室通知义务消防队火速增援监控室通知义务消防队火速增援火警火警The operator or CCTV receive the fire alarm telephoneSecurity guard go to reach the scene of fire.If it is misinformation,relieve alarm.If its a real fire alarm,the operator should send the alarm throug

14、h telephoneSet up a fire fighting group:AM,Security Officer,Duty Engineer and room attendantSet up a Command Group:GM,MOD and all department heads go to the CCTV.Keep in touch with Fire Fighting GroupIf fire be put off right away,stop the emergency plan.if fire is big and can not be pur off in a sho

15、rt time,report to director group and fire control roomIf fire be put out by fire bregade,protect spot and prepare the fire investigation,if fire out of control,report the director group and ask for evacuationSet up the fire alarm bell and fire broadcastSet up the rescue group:hotel doctor and relati

16、ve staff take first aid articles and stretcher to spotThe director group issue the evacuation order for all staffCarry out the evacuate plan,organize guests and staff evacuateDirector group can demand whether to dail”119”,if yes,cooperate the fire team when they arrivedThe fire control room inform the fire bregade to go to spot火警应急程序Emergency Fire Proceduresu前厅部前厅部 Front Office (总机总机Guest Service Center、礼宾部、礼宾部Concierge,、行政楼层、行政楼层 Executive Lounge、健身中心、健身中心 Health Club)u餐饮部餐饮部 F&B u工程部工程部 Engine