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1、HIMS Hotel Incident Management System酒店意外事件管理系统,Objective目标,To train and familiarize HIMS key personnel on their roles during emergency or crisis situation at the hotel. 为酒店意外事件管理系统核心人员提供指导，使其清楚并熟悉自己在紧急事件或危机事件中的角色。 To train and familiarize HIMS key personnel on how to handle emergency or crisis situ
2、ation at the hotel in a calm and organized manner. 为酒店意外事件管理系统核心人员提供指导，使其清楚在发生紧急事件或危机事件时，如何冷静且有组织地进行处理。,or,HIMS,Crisis?,Emergency?,紧急事件？,还是,危机？,DEFINITION 定 义 An incident that threatens human life, health, property or the environment, if not controlled, contained or eliminated immediately. 是指无法立即控制或
3、消除的对人的生命、健康、财产或环境造成威胁的事件。 Characteristics 特征 Local effect Usually confined to only a portion of the property 局部效应 通常只是影响到酒店的某一部分 Very limited casualties, if any 极少的人员伤亡 On-site or local resources are adequate to manage the problem 当地的现有资源足以解决该事件 Short term impact issues can be resolved quickly and i
4、mpact is not lasting 影响时间短事件可以很快解决且不会造成持续影响 News media interest is primarily local or non existent 不会或至多只是引起当地新闻媒体的注意 Does not threaten credibility, image or desirability of the Brand or Corporate 不会对集团及品牌的信誉、形象和价值造成威胁 May or may not escalate into a crisis, depending on circumstances and action take
5、n 是否会转化为危机事件取决于当时的环境及所采取的行动,HIMS,紧急事件,DEFINITION 定 义 A circumstance, event or series of episodes that threatens to fundamentally affect or alter the way we do business or could have a lasting impact on our customer behavior. 是指可以对酒店的经营造成严重威胁或对顾客的行为造成持久影响的情况、一个或一系列事件。 Characteristics 特征 May dramatica
6、lly impact the reputation, desirability or financial results of the individual Starwood brand or Corporate organization 可能会显著影响集团组织或集团旗下某一品牌的声誉、价值及经营业绩 Likely to attract national or international news media attention 可能会引起国内或国际媒体的关注 Significant casualties and/or loss of life 重大的人员伤亡 Rapidly escalati
7、ng developments extend beyond capability of on-site and local resources 以现有的能力和资源无法控制其迅速扩大或发展 Impact may continue well beyond event 造成的影响要比事件本身持久得多 Often limited and conflicting information on situation 通常在这种情况下得不到有效信息 Go-Team will probably need to be activated 可能需要派出行动小组,HIMS,Crisis,危机,HIMS,POSSIBL
8、E EVENT,Armed AttackDecontaminationPower Failure 持械抢劫 污染 断电 Associate AccidentDrowningStructural Collapse 员工受伤 溺水 坍塌 Blood Borne PathogensEarthquakeTheft 血源性病原体 地震 盗窃 Bomb ThreatElevator EmergencyTransportation Accident 炸弹恐吓 电梯紧急事件 交通事故 Civil DisturbanceGas Leak 内乱/动乱 燃气泄露 Communicable DiseaseHazmat
9、 传染性疾病 有害物料 Criminal ActivityHostage 犯罪行为 绑架 Death in PremisesGuest Medical Emergency 在酒店死亡 客人紧急医疗救护,可能发生的事件,Cells Work Flow,HIMS,HIMS - 各小组应急处理流程图,ALERT,FCS,Activation of Group SMS to HIMS Emergency notification team,Group A (Responding) Incident Manager Liaison Officer Safety Officer,RESPONDING Sa
10、fety Officer / ERT Proceed to Incident area / scene,Group B (Stand By) Commander Information Officer Logistics Operations HR & Planning Finance & Claims,VERIFICATION FALSE / TRUE Alarm,RESPONDING Incident Manager & Liaison Officer Proceed to FCS,STAND By Status Update by Incident Manager via Group S
11、MS,PRE ALARM,STATUS UPDATE,DETERMINE Cells Activation,FALSE,TRUE,HIMS,1,接到报警,总机FCS,通过群发系统发送给HIMS应急管理小组,A组（反应） 意外事件经理 联络官 安全主管人,反应 安全主管人/应急小组 到达事发现场查看,B组（待命） 总指挥 公关主管人 后勤保障 现场运作 人力资源部 财务部,验证 误报/真实 通报,反应 意外事件经理&联络官 到达总机,待命 意外事件经理 通过群发系统 更新状态,PRE ALARM 预 警,更新状态,决定 启动哪些组,误报,真实,HIMS,1,ALERT,FCS,ACTIVATIO
12、N Group SMS to HIMS Emergency notification team,COMMANDER (report to EOC),Determine Emergency OR Crisis,NOTIFY AMD / Div / Corp,CONSIDER Media Briefing,COORDINATING Arrival of Go - Team,STATUS UPDATE (1st / 2nd / 4th / 12th / 24th hour) Corporate Crisis Response Team,INFORM STARWOOD CONTACT Affected
13、 Guests from other country,INTERIM MEDIA Spokesperson (1st / 2nd / 4th / 12th / 24th hour),HIMS,2,接到报警,总机FCS,通过群发系统发送给HIMS应急管理小组,总指挥 (向EOC汇报),确定 是紧急事件还是危机,通知 董事总经理/区域/总部,考虑 新闻发布会,协调安排 行动小组的到来,更新状态 (1st / 2nd / 4th / 12th / 24th 时段) 总部应急团队,通知喜达屋集团相关联系人 受此事件影响的外国客人,媒体事宜 发言人 (1st / 2nd / 4th / 12th / 2
14、4th 时段),HIMS,2,ALERT,FCS,INFORMATION (report to EOC),DETERMINE (Limits / Location) on information release,DEVELOP Material use for media,APPROVAL From Commander,INTERIM MEDIA Spokes person (1st / 2nd / 4th / 12th / 24th hour),CENTRALISE (Internal & External) Where to channel info,ESTABLISH Live Comm
15、 (phone / email) for Div / Corp,REVIEW All media clips for accuracy,ESTABLISH (Electronic & Print media library) for the entire event,Coordinating & Monitoring (Within & Other cells),Event Log,Status Update,ACTIVATION Group SMS to HIMS Emergency notification team,HIMS,3,接到报警,总机FCS,公关主管人 (向EOC汇报）,决定
16、发布信息的 （范围/地点）,整理 应对媒体所需材料,经总指挥批准,媒体事宜 发言人 (1st / 2nd / 4th / 12th / 24th 时段),汇集 (内部&外部) 渠道信息,为区域/总部建立 在线联络系统 （电话/邮件）,审查 所有媒体报道的准确性,建立 整个事件的 （电子的&打印材料的媒体库）,协调&关注 (本组&其他小组的情况),做好事件记录,更新状态,HIMS,通过群发系统发送给HIMS应急管理小组,3,ALERT,FCS,LIAISON (report to FCR),COORDINATING Work & Support needs,ESTABLISH CONTACT POINT Emergency Responder Enforcement Public Agencies,MONITORING Incident Operation / Limitations
