洲际酒店集团-危机应对计划范本

©2010AllRightsReservedSixContinentsHotels,Inc.,anIntercontinentalHotelsGroupcompany2010版权所有六洲酒店，洲际酒店集团公司所属InterContinentalHotelsGroupGlobalRiskManagement洲际酒店集团全球风险管理CrisisResponsePlanModel危机应对计划范本HotelCrisisResponsePlan酒店危机应对计划|2TABLEOFCONTENTS目录KeyContacts主要联系人Introduction简介Scope范围Objectives目的ManagementCommitment管理层的承诺CrisisResponsePlanning危机应对计划RiskProfile风险构成CrisisTeams应急小组oCrisisManagementTeam(CMT)危机管理小组oEmergencyResponseTeam(ERT)紧急应对小组CrisisResponseTraining(CRT)应急培训CommunityStakeholders社区利益相关者EmergencyResources应急资源KeyVendors/Suppliers主要承包商/供应商MutualAid共同协助CrisisOperationandControl驾驭危机及控制危机Roles,Responsibility,andAuthority职务，责任和监管CrisisReporting危机报告Documentation文案记录oMajorIncidentHotelProfile重大事件酒店记录表oCommunication&ActivityLog通讯及活动记录oCrisisDebriefForm危机处理情况回执表CoreCrisisResponseProcedures核心危机应对流程oEvacuation疏散oShelter-in-Place就地庇护HotelCrisisResponsePlan酒店危机应对计划|3oGuestswithDisabilities有残疾的客人Communication通讯CrisisCommunicationCenter危机处理中心Guest宾客Staff员工Media媒体Evaluate评估ExercisesandTesting练习及测试ManagementReview管理层审查HotelCrisisResponsePlan酒店危机应对计划|4KeyTelephoneNumbers–ImmediateNotification主要电话号码–立刻通知IHGGlobalCrisisCommunicationCenter洲际酒店集团全球危机处理中心801-606-5907IHGAmericasOffice洲际酒店集团美洲办公室IHGEurope,MiddleEast,andAfricaOffice洲际酒店集团欧洲，中东及非洲地区办公室IHGAsiaAustralasiaOffice洲际酒店集团亚洲及澳亚地区办公室HotelCrisisResponsePlan酒店危机应对计划|5INTRODUCTION简介CrisisResponsePlan(CRP)Scope危机应对计划范围ThisCrisisResponsePlan(CRP)providesasystematicframeworkfortheplanning,mitigation,response,continuityandrecoveryfordisruptiveincidentswhichmayimpactthehotel.Disruptiveincidentswhichmayimpactthehotelincludenaturaldisasters,environmentalaccidents,technologicalmishaps,andman-madedisasters.针对可能对酒店造成的毁灭性事件，紧急应对方案提供了一个如何预防，削弱，应对，延续及重建的系统性框架。可能会影响酒店的破坏性事件包括自然灾害，环境事故，技术事故和人为事故。ThecorepurposeoftheCRPistoanticipateandmanagethesedisruptiveincidents,minimizingtheimpactofapotentialcrisisonhoteloperationalresilienceandcontinuity.危机应对计划的核心目的是要预见到并处理好这些破坏性事件，尽量减少潜在危机对酒店运营恢复及连续性的冲击。ACrisisisadisruptiveincidentorconditionthatmayescalatethroughabruptorsignificantchangerequiringurgentattentionandactiontoprotectlife,assets,property,ortheenvironment.Thesemayarisefromnaturaldisasters,environmentalaccidents,technologicalmishaps,orman-madedisasters.ACrisismayresultinasituationthatthreatenslifesafety,hoteloperationalcontinuity,hotelandbrandprofitabilityandreputation.Themanagementoftheseeventsisoutsidetherealmofthehotel’snormalmanagementprocess.危机是一种通过短时间或巨大变化而升级的破坏性事件或情况，需要马上付诸行动来保全生命，财产的安全以对物业和环境的保护。危机可能来源于自然灾害，环境事故，技术事故或人为事故。一场危机可能威胁到生命的安全，酒店的连续运营，酒店及品牌的利润及声誉。对这些事件的管理超出了酒店的正常管理流程范畴。CRPObjectives危机应对计划目的Theobjectivesofthehotel’sCRParetoanticipate,mitigate,respondto,andrecoverfromdisruptiveincidents.TheCRPcontainscrisis-specificprocedureswiththefollowingpriorityobjectives:危机应对计划目标是帮助预估破坏性事件，减轻破坏事件带来的损失，及时应对破坏事件及尽早从破坏事件中恢复。Preservelifesafety保护生命安全Protectassets保护财产安全Preventfurtherescalation制止事件升级Minimizelengthofdisruptiontothehotel缩短酒店运营中断期Maintaincriticalhoteloperationalcontinuity保证酒店紧要业务的连续性Resumenormaloperations恢复常规运营Protecthotelandbrandreputation保护酒店及品牌的声誉HotelCrisisResponsePlan酒店危机应对计划|6ManagementCommitment管理层承诺SampleGeneralManagerStatementofCommitment总经理承诺书范本Thesafetyofourcolleagues,guestsandthepublicisvitallyimportanttoourhotel.Therefore,wearecommittedtodeveloping,achievingandsustainingasafeenvironment.Thisrequiresasignificantcommitmenttocrisisplanningandtraining,beginningwithmanagementandinclusiveofallcolleagues.Ourcrisisresponseplanwillbeincorporatedasthestandardofpracticeforourhotel.我们酒店客人，员工及公众的安全和我们的酒店安全一样至关重要。因此，我们致力于建立，实现和维护一个安全的环境。这需要我们每个人都对危机规划和培训做出巨大的承诺，从管理层开始直至所有员工。我们的危机应对计划将会纳入我们酒店的操作标准。Iaskallcolleaguestoinvolvethemselvesinthecrisisprevention,planningandresponseprocesses.Icommitthemanagementteamtoallocatingthenecessaryresourcestoproperlyprepareandimplementthehotel’scrisisplan.Ourhotelwillholdbothmanagementandcolleaguesaccountableforparticipationandinputintothehotel’scrisisresponseplan.我要求所有的同事们都积极参与危机的预防，规划和应对行动中去。我保证管理团队会将必要的资源用于正确预防和实施酒店的危机应对计划。酒店的管理层和员工都有责任参与和投入酒店的危机应对计划。GeneralManager:总经理______________________________________(signature)签名Date:日期______________________HotelCrisisResponsePlan酒店危机应对计划|7CRISISRESPONSEPLANNING危机应对计划RiskProfile风险概况OurhotelreviewedpotentiallossesinregardstocrisisinthemetroareaandhavedeterminedwhatperilsourCrisisResponsePlanmustinclude.我们酒店审查了在市中心区域的危机可能带来的损失，并决定了我们的危机应对计划必须包含的危险。InsertyourRiskProfilehere:在这里插入你的“风险概况”（表）：HotelCrisisResponsePlan酒店危机应对计划|8CrisisTeams危机小组Thehotel’sCrisisResponsePlaninvolvestwodistinctteams.ThesetwoteamsincludetheCrisisManagementTeam(CMT)andtheEmergencyResponseTeam(ERT).ThedistinctionbetweenthesetwoisthattheCMTisresponsibleformanagementoftheoverallCrisisResponsePlanandassumesdecision-makingauthorityduringand/orshortlyafteracrisisevent.TheERTisateamofaction;theyarethefirstresponderstoacrisissituation.OftentheERTimmediatelyexecutesthecrisisproceduresandthenlookstotheCMTfordirectionaftertheonsetofthecrisisevent.TheCMTistypicallycompromisedofexecutivemanagementandhasarelativelystaticr