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1、Crisis Management Plan危机管理计划XXX英文XXX酒店Contents目 录Introduction 3前言Part I Definitions4第一部分：名词解释What is A Crisis4什么是危机What Are The Key Goals?5危机处理的主要目的Emergency Response Team (ERT)5紧急反应小组The Crisis Management Team (CMT)5危机管理委员会Primary Responsibilities of the CMT7CMT的主要职责CMT Member Major Assignments8CMT
2、成员主要任务Fire Fighting Team (FFT)12义务消防队员Responsibility of FFT12义务消防队员的职责Part II Crisis Management13第二部分：危机管理方案Fire Alarm & Evacuation Procedure13火警和疏散方案Armed Robbery24持械抢劫Bomb Threats27炸弹威胁Power Failure33紧急停电Disease Prevention35传染病防范Food Contamination38食物中毒Guest Death40客人死亡First Aid 41急救Civil Disturba
3、nce 45民事骚乱Floods 48防汛Kidnapping 52绑架Introduction前言The Crisis Management Plan is designed to provide an organized, efficient response to crisis situations. Such crisis may result in disruption of normal company operational functions or the closing of the hotel. Relocation of guests, patrons and emplo
4、yees may also result.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。Examples of crisis incidents include, but are not limited to the following:“危机”包括但不局限于以下内容： Fire火警 Armed Robbery持械抢劫 Power Failure紧急停电 Disease Prevention传染病防范 Guest Death客人死亡 Suicide自杀Circumstance which may constitute a cri
5、sis can never be entirely predicted. Implementation of this plan will always be based on analysis of the facts at hand. However, FAMILIARITY WITH THE CRISIS MANAGEMENT PLAN BEFORE A CRISIS OCCURS IS CRITICAL.危机发生的环境及状况是无法完全事先预知的，必须根据当时的状况灵活应对。熟悉掌握危机处理的方法会起到关键的作用。Properly used, the Crisis Management
6、Plan protects guest patrons and employees as well as ensuring that the hotels image and reputation remain intact.危机管理计划不仅可以保护客人与员工的安全，还可以保证酒店的形象与信誉。Part I. Definitions第一部分、名词解释1. What Is A Crisis?什么是危机？A crisis can be defined as one of a number of situations which threaten the profitability or reput
7、ation of the hotel and for various reasons, cannot be handled by the normal management systems. Such a crisis can be immediately apparent. Alternatively, it may arise by the recognition that a number of separate incidents (such as product contamination) are related and are increasing in severity and
8、 frequently.危机的定义是：由各种原因引起、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。危机可能是突然发生的，危机的发生往往是几个方面相关联的，（比如食物中毒），而且可能会引发多方面更严重的后果。It is impossible to provide a detailed manual that covers every conceivable situation. Instead, this manual aims to ensure that the proper structure, facilities and information are available
9、to enable senior management to handle a crisis effectively.本预案虽然不能涵盖所有可能发生的情况，但仍然可以为大家在应对危机时提供指导作用，包括建立相应的指挥机构，配备必要的设备器材，确保畅通的信息沟通，等等Different management responses will be required but all of them contain common features that this plan addresses. However, whatever the crisis, those involved must kee
10、p as priorities to:无论处理哪种危机，在作决策时，必须优先考虑以下几个方面：l Protect the public/guest保护公众/客人l Protect the employees保护员工l Protect the business保证经营l Cooperate with the authorities involved与相关政府部门合作2. What Are The Key Goal?危机处理的主要目的A. Minimizing impact on the hotels reputation and profitability.最大程度降低对酒店品牌声誉及收益的影响
11、B. Maximizing the ability of senior management (through the Crisis Management Team) to respond rapidly and effectively to the crisis presenting.最大程度地帮助危机处理委员会对突发危机作出快速有效的反应。We have to be able to convince our guests that regardless of fault for the original incident, the Hotel can quickly and decisiv
12、ely react to stabilize the situation and resolve problems arising.我们必须使我们的客人相信，酒店虽然不能阻止事件的发生，但能够在事态恶化前快速果断做出反应，控制局面并解决问题。The Crisis must be perceived as much an Opportunity as a Threat!我们必须把危机变为机会，而不是威胁。Our aim must be for those watching our crisis response to conclude:我们对危机的反应必须让大家产生以下共识：The hotel
13、acted with professionalism and integrity throughout.这个酒店始终按照专业及诚信的准则应对处理突发事件。3. Emergency Response Team (ERT)紧急反应小组The Emergency Response Team (ERT) of the company will be sufficiently trained and manned to cope with any type of emergency not necessarily confined to fire. The team will be made up of
14、 mainly General Manager, Director of Sales & Marketing, Director of Food and Beverage, Director of Security, Director of Engineering, Director of Rooms, but will also include members of other departments to ensure that sufficient trained personnel cover emergency on a 24 hours basis.紧急反应小组应接受多方面的培训，以便能够妥善处理包括火灾在内的各种紧急情况。紧急反应小组主要由总经理、市场营销总监、餐饮总监、安保总监、工程总监、房务总监组成，但也包括其它部门
