CRISISMANAGEMENTPLAN危机管理计划.pptxVIP

CRISIS MANAGEMENTPLAN危 机 管 理 计 划; Introduction前 言;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。The Crisis Management Plan is designed 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.;什么是危机？What is a Crisis?;“危机”基本包括以下几种类型：Examples of “crisis” incidents include:;应急反应小组 Emergency Response Team (ERT);应急反应小组成员CRT members ;Name;应急反应小组的主要职责Primary responsibilities of the ERT;预案 1Plan 1;火警;火警;火警应急程序Emergency Fire Procedures;预案 2Plan 2;抢劫是指在被害人面前，违背被害人的意愿拿走其有价值的物， 如现金、首饰、珠宝等。携武器的抢劫威胁到被害人的生命安全 。在这种情况下，保护客人和员工的安全是主要目的。千万不能 试图拿员工的生命和健康冒险。 Robbery is the taking of one’s valuables, cash, jewelry, ect…in the presence of the individual and against that individual’s will.Armed robbery occurs when the threat of personal harm is present or implied. The following policy is to be followed to ensure the safety of our guests and employees when a robber attempt occurs. The safety of guests and associates is the prime objective in an armed robbery situation. No attempt should be made by all staff members to interfere and risk their health and lives.;当得到有抢劫犯的报告时，要执行以下几点：When Security is notified that an armed robbery is in progress the following guidelines should be observed:;预案 3Plan 3;;;;民事骚乱Civil Disturbance;第一阶段 Phase I:;第二阶段 Phase II:;指挥部成员:Member:;防 汛Floods Prevention;在汛期来临之前，酒店应备有以下设备：Before flood season coming , hotel should have the following equipment on hand:;工程部职责Engineering Responsibility;传染病防范Disease Prevention;个人卫生。这是最重要的一条，适用于每个区域。由于传染病的途径各不相同，那么保持良好的个人卫生就是保护自己的关键。Personnel Hygiene. This is most important and relevant to all areas. Since contagious diseases have different routes of infection, personal hygiene is the key for self protection. 一般接触表面的清洁和消毒。 Fr