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1、CRISIS MANAGEMENT PLAN危机管理计划Approved by:_Jerry Zhang Security ManagerJanuary 2007CONTENTS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 responsi
2、bilities 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
3、Prevention -70传染病防范 Food Contamination -76食物中毒 Kidnapping -78绑架Part I第一部分Definitions名词解释INTERNAL POLICYREF: CMP- A001Page 1 of 80Prepared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by： Subject： Crisis Management Plan - IntroductionDistribution: All department heads
4、and Assistant ManagersIntroduction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 r
5、esult.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：l Fire火灾l Natural Catastrophes自然灾害l Mechanical Breakdowns机械故障l Loss of Utility Services能源中断l Hazardous Materials Exposure危险品爆炸l Bomb Threats炸弹威
6、胁l Terrorist Acts恐怖威胁l Hostage Situations绑架l Armed Robbery, Burglary, Homicide持械抢劫、闯窃、凶杀l Civil Disturbance民事骚乱l Power Cut Emergency大面积突然停电l Special Concerns特别安全事故Circumstances which may constitute a crisis can never be entirely predicted. Implementation of this plan will always be based on analysis
7、 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 hotels image and reputati
8、on 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。INTERNAL POLICYREF: CMP-A001Page 2 of 80Prepared by： Security ManagerDepartment： All DepartmentsDate：January 15, 2007Approved by：Subject： Crisis Management Plan - DefinitionsDistribution: All department heads and Assistant Managers1、What Is A Crisi
9、s? 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
