酒店危机管理计划操作程序 CONTENTS 目 录Introduction----------------------------------------------------------- 1前言Part I Definitions-----------------------------------------------------------------2第一部分：名词解释¨ What Is A Crisis? --------------------------------------------------------------------------2什么是危机?¨ What Are The Key Goals? --------------------------------------------------------------------------3危机处理的主要目的¨ Emergency Response Team (ERT) ----------------------------------------------------------------4紧急反应小组¨ The Crisis Management Team (CMT) ------------------------------------------------------------5危机管理委员会¨ Primary responsibilities of the CMT --------------------------------------------------------------6CMT的主要职责¨ CMT Member Major Assignments ----------------------------------------------------------------7CMT成员主要任务¨ Fire Fighting Team (FFT) -------------------------------------------------------------------------10义务消防队员¨ Responsibility of FFT-------------------------------------------------------------------------------11义务消防队员的职责Part II、Crisis Management-----------------------------------------------------------------12第二部分：危机管理方案¨ Fire--------------------------------------------------------------------------------------------------- 12火警¨ Armed Robbery----------------------------------------------------------------- 48持械抢劫¨ Bomb Threats-----------------------------------------------------------------51炸弹威胁¨ Civil Disturbance-----------------------------------------------------------59民事骚乱¨ Power Failure----------------------------------------------------------------63紧急停电¨ Floods---------------------------------------------------66防汛¨ Disease Prevention ------------------------------------------------------------------------70传染病防范¨ Food Contamination ---------------------------------------------------------------------------76食物中毒¨ Kidnapping -------------------------------------------------------------------------78绑架¨ Earthquake ------------------------------------------------------------------------78地震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 hotel operational functions or the closing of the hotel. Relocation of guests, patrons and employees 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Circumstances which may constitute a crisis 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 Plan protects guest patrons and employees as well as ensuring that the hotel’s 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第一部分Definitions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 reputation of the Company 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 frequency.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 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，配备必需的设备器材，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 keep 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：¨ Protect the public/customer保护公众/客人¨ Protect the employees 保护员工¨ Protect the business保证经营¨ Cooperate with the authorities involved与相关政府部门合作2、What Are The Key Goals? 危机处理的主要目的A. Minimizing impact on the Crowne Plaza’s brand reputation and profitability.最大程度降低对洲际酒店品牌声誉及收益的影响。
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 owners and customers that regardless of fault for the original incident, Crowne Plaza Lijiang Ancient Town can quickly and decisively react to stabilize the situation and resolve problems arising.我们必须使我们的股东及客人相信：洲际大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 Threa。