突发停电及计划停电预案

主题：Powerfailurepolicy&procedure第1页共5页POLICIESANDPROCEDURES规章制度和程序RamadaPlazaHangzhouHaihua华美达广场杭州海华大酒店EFFECTIVE:生效日期:2013PREPAREDBY:____拟稿：securityManagerNUMBER:SEC1006编号:SEC1006APPROVEDBY:批准：GeneralManager突发停电及计划停电预案Powerfailurepolicy&procedurePurpose目的:Inordertoguaranteethesecurityofguestandstaff,toreducetheguest’spanictotheminimumpointatthesametimewhenthehotelhastheaccidentpowerfailure,wedraftarevisedpolicyandprocedureonthebasisoftheoldPowerFailurePolicyandProcedure.当酒店发生停电事故时，为保证客人及员工的安全，同时减少客人的恐慌，现对原有突发停电及计划停电预案进行修改，并重新拟定以下处置预案：Manageronduty值班经理：1）Managerondutymustarriveatthelobbyatonce,reporttogeneralmanagerimmediately,andstarttomonitorthesituationaccordingtoourpowerfailureprocedures,andatthesametime,explaintotheguestsusingareasonableexcuse.值班经理火速到达大堂，立即报告总经理（除休息日外白天由总经理负责），并根据预案，进行指挥停电的处理，同时做好客人的解释工作2）OnlyMODshouldcontactENGtoestablishreasonandupdatedstatus.值班经理需及时联系工程部，查找出原因和更新状态。3）MODtoinformGRMandoperator值班经理需及时通知宾客关系经理和总机。4）Whenthenightthepowerfailure,MODisresponsiblefortheallocationofpersonneltocontroleachfloorelevator.夜间停电，由值班经理负责分配人员对各楼层电梯口进行管控。SEC保安部：1）Besidesthecontrolcenter,firecontrolandmainentrance,therestsecurity主题：Powerfailurepolicy&procedure第2页共5页staff(includingmanager,supervisor)shouldparticipateinandhelptoconductthesituationundertheguidefromMOD.除消控中心、大门岗外，其余保安员（包括经理、主管），均应参与停电事故的指挥和处理，并接受酒店值班经理的指挥。2）Securitiesshouldstandbythefrontdeskcashier,givingprotection.大堂保安员应站在前厅收银处旁，予以保护。3）Securitiesmuststandattheentranceofthefirestairsonfiresfloorholdingtorchlighttogiveguestslight,adviseguestsnottogoupstairstemporarily.保安员立即在首层消防楼梯口，手持电筒对要上下楼层的客人予以引导，同时劝阻客人暂时尽量不要上楼。4）Thesecuritymanager,supervisortakethetorchpatrollingeveryfloorandadviseguestsnottoleavetemporarily,letthemknowthatthetroublewillbegotridofsoonanddotheworkofexplanationwell.Iftheguestwhoreallyneedstoleave,securitypleasegivenecessarylightandguidehimout.保安经理、主管手持电电筒，在各楼层巡视，劝阻客人暂时不要离开，告知故障很快会排除，并做好解释工作。如确实需要外出的客人，负责引导到消防楼梯，并用手电筒照明，予以引路5)Thestaffoffirecontrolcentershouldholdcontactwithalltheothersecuritystaff,transfertheinformationdulyandacceptguest’sinquiry.消控中心的员工始终保持与各岗位保安员联系，及时传递信息，接受客人询问。6)Securitiesofthepostofthegatecontrolthepersoninandout,especiallypayattentiontopeoplesuspicious.大门岗的保安员，控制好人员出入，特别是关注可疑人员。FO前厅部：1）Receptionandcashiershouldholdpostandprotectallkindsofdocuments.前厅接待及收银员，应坚守岗位，保护好各种资料。2）Thebellboyofferguesthelpintimeandassistthesecuritystafftocontrolmainentrance.行李员及时给客人提供帮助，协助保安员对大门的控制。3）TheGROexplaintheguestforwardlyandtoappeasetheguest.大堂副理主动向客人解释，并做好安抚工作。4）Operatormustanswertotheguest’inquiryandgiveadequateappeasetotheguest,to主题：Powerfailurepolicy&procedure第3页共5页getthecorrectliftnumberandthefloorlevelthattheliftwasstoppedat,passthisinformationtoENG,andtelltheguestthattheproblemwillbesolvedinnotime.总机房及时接听客人的询问，安慰截留在电梯中的客人，获得电梯号码及电梯停在哪一层，通知工程部。并告知客人，故障很快排除。HSKP管家部：1）Allfloorstaffimmediatelyscouttwosides,oneofthemstandtheelevatorentrance.所有客房服务员立即在两边的通道巡视，其中一人站在电梯口。2）Completestheguest'sexplanationandsoothework,dissuadeguestroom,payattentiontotemporarilydon'tleavethemovementsofeachroom.Ifthereareanycomplications,immediatelyreporttoeliminatecontrolcenter(canusefireemergencyphone).做好客人的解释和安抚工作，劝阻客人暂时不要离开房间，注意各房间的动向。如有异常，立即报告消控中心（可使用消防应急电话）。3）Confirmneedstoleavethehotelguests,anditwillleadtofirestairs.确认需要离开酒店的客人，将其引导到消防楼梯。4）Intheguesttoilet,provideguestswithlighting.在客厕里，为客人提供照明。ENG工程部：1)Soonfindoutreason,trouble-shooting,replypowersupply.立即查明原因，排除故障，尽快回复供电。2)Importantpartsentstaffonduty,preventaccidents.重要部位派员工值班，防止发生意外。3)Determiningthespecializedpersonnel,checkallelevators,implementopenelevatordoorputpersonmeasures.确定专门人员，检查所有电梯，实施开启电梯门放人措施。FIN财务部：1)Cashiershouldholdyourposition,keepcashandbill.收银员应坚守岗位，保管好现金和账单。2)Suspendedclosings,wanttoguestsdointerpretationwork.暂停结账，对客人做好解释工作。3)Timelylockeddrawer,in-roomsafe,totalstorehouseclosedandstopshipping.及时锁好抽屉，保险箱，总仓关闭，停止发货。主题：Powerfailurepolicy&procedure第4页共5页4)Computerroommeasuresmustbetakentoensurethatthecomputerdataintegrity.电脑房必须采取措施，确保电脑资料完整。F&B餐饮部：1）Informguesttemporarilyblackout,andpromptlytorescueamealguestsprovidetemporarylightingappliance,stableguestmood,completestheinterpretationwork.告知客人暂时停电，并及时为救餐客人提供暂时照明用具，稳定客人的情绪，做好解释工作。2）Valuesetswaiterwillholdyourposition,atanytimefordinnerguestsprovidedservices,andtherequirementsoftheguests,dissuadebilltemporarilydon'tleave,preventfledaccount.值台服务员要坚守岗位，随时为就餐客人提供服务，同时对要求结账的客人，劝阻暂时不要离开，防止逃帐。3）Allkitchen,immediatelyshutoffthegasandstopalloperation,employeesandwaitforthesubjecttocommand,donotgetoptionalambulate,leavetheworksite.所有厨房，立即关闭燃气，停止一切操作，员工在原地等待听候指挥，不得随意走动，离开工作场地。Theotherseachdepartmentstaff,allshouldholdyourposition,leavenotfollowingtheconductor其余各部门员工，均应坚守岗位，不要离开，听从指挥。Eachdepartmenthastoensureenoughillumetools,meanwhile,canaccordingtototalblackout,formulateplansofalldepartmentsofeachpositiondetailedplanandoperationdetails.各部门必须保证充足的照明工具，同时，可根据总的停电预案，制定各部门的各岗位的详细预案和操作细节。Scheduledpowercut计划停电方案：1、Engineeringpromptlynotifytheblackoutdate,time,andrequiredpoweroutagetime.工程部及时通知停电日期、时间、及需停电时间。2、Thefrontoffice,should