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南京珍宝饭店集团0危机管理手册南京珍宝饭店集团1目录第一部分A前言···················································································································3第二部分B危机管理解释······································································································4什么是危机·········································································································4危机处理的目的···································································································4危机管理委员会···································································································4CMT地点···········································································································5CMT的主要职责··································································································5CMT成员主要任务·······························································································6义务消防队·········································································································9义务消防队的职责································································································9预案功能············································································································9第三部分C疏散模块············································································································10第四部分D应急计划火灾···················································································································12爆炸···················································································································24炸弹威胁············································································································29民事骚乱············································································································35重伤和死亡事件···································································································40电梯故障············································································································44电话交换系统瘫痪································································································45停电事故············································································································49水患事故············································································································54南京珍宝饭店集团2暴风雨和台风······································································································58抢劫事件············································································································65恐怖分子和人质劫持事件·······················································································70传染病防范·········································································································76食物中毒············································································································78紧急代号············································································································79第五部分E支持文件电话通知爆炸威胁检查表·······················································································80食品污染威胁记录表·····························································································81绑架或敲诈威胁记录表··························································································82事故报告表·········································································································83南京珍宝饭店集团3第一部分内容UEYY前言修订时间20162016前言危机的发生可能会阻碍酒店的正常运作，甚至导致停业。危机管理预案的目标是建立一个高效的合作机制以应付危急情况，最大限度的利用现有资源和人力，将影响酒店正常运营的因素降到最低。“危机”包括但不局限于以下内容：火灾爆炸炸弹威胁绑架电梯故障能源中断恐怖分子和人质劫持传染病防范电力故障抢劫骚乱威胁机械故障自然灾害危机发生的环境及状况是无法完全实现预知的，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。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。预案复查危机管理小组每年要对本预案进行复查。在复查完后对本预案进行更新。预案实施本预案的实施要由酒店总经理决定。南京珍宝饭店集团4第二部分内容危机管理解释修订时间20162016危机的定义由各种原因引起、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。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，确保信息的畅通等等。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：保护公众/客人保护员工保证经营与相关政府部门合作危机处理的目的最大限度降低珍宝饭店品牌声誉及收益的影响。最大程度的帮助危机处理委员会对危机作出快速有效的反应。我们必须把危机变为机会，而不是威胁。我们始终按照专业诚信的准则应对处理突发事件。危机管理委员会（CMT）危机管理委员会由酒店管理团队成员及其他专业人士组成。危机管理委员会必须在危机发生时作出快速有效的反应，控制危机，把损失减到最小。南京珍宝饭店集团5职位办公室电话手机总经理1运营总监销售部总监行政人事部经理财务部经理前厅部经理管家部经理餐饮部经理工程部经理安全部经理大堂副理CMT地点危机管理小组要在消控中心设立紧急指挥中心，酒店总经理也可选择其他适当的地点。CMT主要职责分析事件严重程度快速反应，并按照轻重缓急发布指令向有关部门及时回报发生突发事件时，开展初期急救和扑救工作。帮助客人和员工安全离开事故现场。为客人提供其他住宿场地及相关的交通安排。决定如何向媒体作出反应。确保酒店财产安全。损失的评估。尽快的恢复运营。南京珍宝饭店集团6危机后修改危机管理计划以备后用。1.总经理是危机管理领导人、发言人。如果总经理无法在场，就由CMT的第二位成员替代。各CMT的成员必须了解所有与事件相关的消息，但是要让总经理负责对外回答提问，比保证对外口径的一致。2.如果危机发生时只有值班经理在场，他要担任危机管理领导人的角色，直到有人替代他。3.每一名CMT的成员必须在部门内指定一名直接下属作为他的后备人员。当他不在酒店时，这位候补人员就要替代他行使职责，直到他本人到场为止。4.发生突发事件时，大堂副理、安全部主管和事件发生地点的部门经理必须立刻赶往现场进行调查。5.CMT的表现非常重要，必须在行动及言论中保持镇静。CMT成员主要任务总经理：1.管理危机管理委员会。2.决策人。3.发言人。4.向集团总部等汇报事故情况。工程部经理1.一旦发生紧急事件时，立刻赶到现场。2.向CMT提供有关设备运行情况，能源供应情况等。3.向CMT提供楼面图纸、设备安装图纸、房屋结构图等。4.指挥切断能源和通风系统。5.如有必要，向外求助报修。安全部经理1.到达事故现场。2.指挥救火或现场