酒店紧急程序应对.doc

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 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。 The anager 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。 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： Ask the caller to state clearly which , room number or location of the fire. 问清来电者的所在，房号和火灾发生的具体位置 GSC will contact the ERT directly by Walkie talkie( DM、Duty Engineer.、Duty Security Supervisor) The Crisis Management Team comprise of: : GM、DGM、RM、MOFBS、DOSM、DOFB、HRM、FOM、EH、CE、CSO、ACSO Waits for further instructions from Guest Services Manager or higher management. 等待和酒店管理层的通知 If it is genuine fire, to call the “City Fire Department” as instructed. 如确认是真实火警，立即通知消防大队 Use the Emergency in the Hotel Communication system. 09 mean Fire Alarm in the hotel. The Communication system is used to avoid alarming guest. 在内部系统内使用代码。使用该是为了避免客人惊慌。“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： Identify the sex of the caller. 来电者性别 Kind of voice of the caller 来电者的声音特征 Identifying sounds in the background. 来电的背景声音 Message of the caller 来电内容 Time and date of call. 来电时间和日期 Immediately inform the MOD orManager or Higher Management. 等候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