危机管理计划(2)

CRISISMANAGEMENTPLAN危机管理计划Approvedby:____________________________JerryZhangSecurityManagerJanuary2007CONTENTS目录Introduction-----------------------------------------------------------------------------------------1前言PartI、Definitions---------------------------------------------------------------------------------2第一部分：名词解释WhatIsACrisis?------------------------------------------------------------------------------------------2什么是危机?WhatAreTheKeyGoals?-------------------------------------------------------------------------------3危机处理的主要目的EmergencyResponseTeam(ERT)---------------------------------------------------------------------4紧急反应小组TheCrisisManagementTeam(CMT)-----------------------------------------------------------------5危机管理委员会PrimaryresponsibilitiesoftheCMT-------------------------------------------------------------------6CMT的主要职责CMTMemberMajorAssignments---------------------------------------------------------------------7CMT成员主要任务FireFightingTeam(FFT)------------------------------------------------------------------------------10义务消防队员ResponsibilityofFFT------------------------------------------------------------------------------------11义务消防队员的职责PartII、CrisisManagement---------------------------------------------------------------------12第二部分：危机管理方案Fire--------------------------------------------------------------------------------------------------------12火警ArmedRobbery------------------------------------------------------------------------------------------48持械抢劫BombThreats---------------------------------------------------------------------------------------------51炸弹威胁CivilDisturbance-----------------------------------------------------------------------------------------59民事骚乱PowerFailure---------------------------------------------------------------------------------------------63紧急停电Floods------------------------------------------------------------------------------------------------------66防汛DiseasePrevention---------------------------------------------------------------------------------------70传染病防范FoodContamination-------------------------------------------------------------------------------------76食物中毒Kidnapping-----------------------------------------------------------------------------------------------78绑架PartI第一部分Definitions名词解释INTERNALPOLICYREF:CMP-A001Page1of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlan------IntroductionDistribution:AlldepartmentheadsandAssistantManagersIntroduction前言TheCrisisManagementPlanisdesignedtoprovideanorganized,efficientresponsetocrisissituations.Suchcrisismayresultindisruptionofnormalhoteloperationalfunctionsortheclosingofthehotel.Relocationofguests,patronsandemployeesmayalsoresult.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。Examplesof“crisis”incidentsinclude,butarenotlimitedtothefollowing:“危机”包括但不局限于以下内容：Fire火灾NaturalCatastrophes自然灾害MechanicalBreakdowns机械故障LossofUtilityServices能源中断HazardousMaterialsExposure危险品爆炸BombThreats炸弹威胁TerroristActs恐怖威胁HostageSituations绑架ArmedRobbery,Burglary,Homicide持械抢劫、闯窃、凶杀CivilDisturbance民事骚乱PowerCutEmergency大面积突然停电SpecialConcerns特别安全事故Circumstanceswhichmayconstituteacrisiscanneverbeentirelypredicted.Implementationofthisplanwillalwaysbebasedonanalysisofthefactsathand.However,FAMILIARITYWITHTHECRISISMANAGEMENTPLANBEFOREACRISISOCCURSISCRITICAL.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。Properlyused,theCrisisManagementPlanprotectsguestpatronsandemployeesaswellasensuringthatthehotel’simageandreputationremainintact.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。INTERNALPOLICYREF:CMP-A001Page2of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Approvedby：Subject：CrisisManagementPlan------DefinitionsDistribution:AlldepartmentheadsandAssistantManagers1、WhatIsACrisis?什么是危机?AcrisiscanbedefinedasoneofanumberofsituationswhichthreatentheprofitabilityorreputationoftheCompanyandforvariousreasons,cannotbehandledbythenormalmanagementsystems.Suchacrisiscanbeimmediatelyapparent.Alternatively,itmayarisebytherecognitionthatanumberofseparateincidents(suchasproductcontamination)arerelatedandareincreasinginseverityandfrequency.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。Itisimpossibletoprovideadetailedmanualthatcoverseveryconceivablesituation.Instead,thismanualaimstoensurethattheproperstructure,facilitiesandinformationareavailabletoenableseniormanagementtohandleacrisiseffectively.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。Differentmanagementresponseswillberequiredbutallofthemcontaincommonfeaturesthatthisplanaddresses.However,whateverthecrisis,thoseinvolvedmustkeepasprioritiesto: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：Protectthepublic/customer保护公众/客人Protecttheemployees保护员工Protectthebusiness保证经营Cooperatewiththeauthoritiesinvolved与相关政府部门合作INTERNALPOLICYREF:CMP-A001Page3of80Preparedby：SecurityManagerDepartment：AllDepartmentsDate：January15,2007Ap