FOAM-004 POSSIBLE DEATH OF A IN-HOUSE GUEST.docVIP

STANDARD OPERATING PROCEDURE 标准操作程序 POSSIBLE DEATH OF A REGISTERED GUEST 住 店 客 人 死 亡 Task Number 编号: FOAM-004 Department部门: Rooms/FO/AM Date Issued日期: Jan. 2011 Policy Statement: 政策陈述： Ensure that the relevant management stay calm at emergencies and take correct actions without any delay. Maintain the hotel image and reduce the negative impact to the minimum. 确保酒店相关管理人员在意外发生时保持冷静，并迅速采取正确行动，维护酒店形象，将负面影响减至最低。 Time to Train: 培训时间 45 minutes Assistant Manager shall follow steps as described below in case of a possible death of in-house guest. 如获悉有疑似住店客人死亡的情况后，大堂经理需按下列步骤执行： 1 Assistant Manager shall inform the MOD and Security immediately upon receiving a call concerning a possible death of a guest and go to the guest room in no time. 如大堂经理收到有关客人疑似死亡的电话后，须立即通知酒店值班经理及安全部,并迅速前往客人房间查看。 2 If it appears that the guest has died, call 120 at once and inform the following management: GM/EAM/DOR/FOM/Security manager. 如客人看起来已经死亡，应立即拨打120急救电话，同时，马上通知酒店总经理/行政经理/房务总监/前厅部经理及保安部经理。 3 Inform the security supervisor to direct the 120 ambulance to the underground parking and go to the guest room via the staff elevator. 立即通知保安部当班主管，在120急救车抵达时指引指地下停车场，由负二层经员工电梯进入客房。 4 Should the medical crew confirm the death of the guest, with the approval of the hotel management, PSB（110） is to be contacted without any delay. Security seal off the area. Do not attempt to clean up or remove anything from the scene until given permission by PSB. Conduct a witnessed inventory of deceased’s belonging. Store the items securely and do not release until permission is given by PSB. 如120急救人员证实客人已经死亡，经管理层许可，大堂经理立即拨打110报警电话，保安部封锁现场。若非得到警方许可，切记不可试图清洗或移动任何物品，列出死者所属物品请单，将其妥善保存，不得随意处理，除非得到公安局的许可。 5 Ensure that the process of removal of the person be arranged via service lift and always use the back of house i.e. receiving area or any other emergency exit . 确保伤者或死者从员工电梯或其他任何后台电梯移走，绝对不能从大堂穿过 6 If in an open area, erect screens to block off sight from public view and instruct available Security Officer