洲际酒店集团-危机应对计划范本

? 2010 All Rights Reserved

Six Continents Hotels, Inc., an Intercontinental Hotels Group company

2010 版权所有

六洲酒店，洲际酒店集团公司所属

InterContinental Hotels Group

Global Risk Management

洲际酒店集团

全球风险管理

TABLE OF CONTENTS目录Key Contacts主要联系人

Introduction简介

?Scope 范围

?Objectives 目的

?Management Commitment 管理层的承诺

Crisis Response Planning 危机应对计划

?Risk Profile 风险构成

?Crisis Teams 应急小组

o Crisis Management Team (CMT) 危机管理小组

o Emergency Response Team (ERT) 紧急应对小组?Crisis Response Training (CRT) 应急培训

?Community Stakeholders 社区利益相关者

?Emergency Resources应急资源

?Key Vendors / Suppliers 主要承包商/供应商

?Mutual Aid 共同协助

Crisis Operation and Control 驾驭危机及控制危机?Roles, Responsibility, and Authority 职务，责任和监管

?Crisis Reporting 危机报告

?Documentation 文案记录

o Major Incident Hotel Profile 重大事件酒店记录表

o Communication & Activity Log 通讯及活动记录

o Crisis Debrief Form危机处理情况回执表?Core Crisis Response Procedures 核心危机应对流程

o Evacuation 疏散

o Shelter-in-Place 就地庇护

o Guests with Disabilities 有残疾的客人

Communication 通讯

?Crisis Communication Center 危机处理中心

?Guest 宾客

?Staff 员工

?Media 媒体

Evaluate 评估

?Exercises and Testing 练习及测试Management Review 管理层审查

Key Telephone Numbers – Immediate Notification

主要电话号码–立刻通知

IHG Europe, Middle East, and Africa Office洲际酒店集团欧洲，中东及非洲地

INTRODUCTION 简介

Crisis Response Plan (CRP) Scope 危机应对计划范围

This Crisis Response Plan (CRP) provides a systematic framework for the planning, mitigation, response, continuity and recovery for disruptive incidents which may impact the hotel. Disruptive incidents which may impact the hotel include natural disasters, environmental accidents, technological mishaps, and man-made disasters. 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。

The core purpose of the CRP is to anticipate and manage these disruptive incidents, minimizing the impact of a potential crisis on hotel operational resilience and continuity. 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。

A Crisis is a disruptive incident or condition that may escalate through abrupt or significant change requiring urgent attention and action to protect life, assets, property, or the environment. These may arise from natural disasters, environmental accidents, technological mishaps, or man-made disasters. A Crisis may result in a situation that threatens life safety, hotel operational continuity, hotel and brand profitability and reputation. The management of these events is outside the realm of the hotel?s normal management process.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。

CRP Objectives 危机应对计划目的

The objectives of the hotel?s CRP are to anticipate, mitigate, respond to, and recover from disruptive incidents. The CRP contains crisis-specific procedures with the following priority objectives: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。

?Preserve life safety 保护生命安全

?Protect assets 保护财产安全

?Prevent further escalation 制止事件升级

?Minimize length of disruption to the hotel 缩短酒店运营中断期

?Maintain critical hotel operational continuity 保证酒店紧要业务的连续性

?Resume normal operations 恢复常规运营

?Protect hotel and brand reputation 保护酒店及品牌的声誉

Management Commitment 管理层承诺

Sample General Manager Statement of Commitment 总经理承诺书范本The safety of our colleagues, guests and the public is vitally important to our hotel. Therefore, we are committed to developing, achieving and sustaining a safe environment. This requires a significant commitment to crisis planning and training, beginning with management and inclusive of all colleagues. Our crisis response plan will be incorporated as the standard of practice for our hotel. 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。

I ask all colleagues to involve themselves in the crisis prevention, planning and

response processes. I commit the management team to allocating the necessary resources to properly prepare and implement the hotel?s crisis plan. Our hotel will hold both management and colleagues accountable for participation and input into the hotel?s crisis response plan. 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。

General Manager: 总经理 ______________________________________

(signature)签名

Date: 日期______________________

CRISIS RESPONSE PLANNING 危机应对计划

Risk Profile 风险概况

Our hotel reviewed potential losses in regards to crisis in the metro area and have determined what perils our Crisis Response Plan must include. 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。

Insert your Risk Profile here: 在这里插入你的“风险概况”（表）：

Crisis Teams 危机小组

The hotel?s Crisis Response Plan involves two distinct teams. These two teams include the Crisis Management Team (CMT) and the Emergency Response Team (ERT). The distinction between these two is that the CMT is responsible for management of the overall Crisis Response Plan and assumes decision-making authority during and/or shortly after a crisis event. The ERT is a team of action; they are the first responders to a crisis situation. Often the ERT immediately executes the crisis procedures and then looks to the CMT for direction after the onset of the crisis event. The CMT is typically compromised of executive management and has a relatively static roster. Alternatively, the ERT is comprised of management and staff onsite at the time of the event酒店应急计划涉及到两支独立团队。这两支团队分别是危机管理小组及紧急应对小组。他们的区别在于危机管理小组负责整体的危机回应计划并在危机发生时或发生后立即掌握决策权。紧急应对小组是一支行动小组，他们是第一时间对危机作出回应的人员。通常他们会马上执行应急方案并向危机管理小组寻求应对方向。危机管理小组通常由高级管理人员组成，且人员名单比较稳定。而紧急应对小组是由危机发生时现场管理人员及员工组成的。

Crisis Management Team (CMT) 危机管理小组

The role of the hotel?s Crisis Management Team (CMT) is to: 酒店危机管理小组的角色是：?Evaluate risks and exposures to the hotel评估风险及其带来的损害

?Develop and update crisis response strategies制定和更新应急策略

?Aid in crisis prevention 协助预防危机

?Train staff in emergency procedures 培训员工紧急应对流程

?Conduct periodic safety and security inspections of the hotel 定期在酒店进行安全检查?Ensure that authorities are notified immediately during a crisis 确保政府部门及时了解危机的状况

?Provide preliminary first aid 提供第一时间的救助

?Provide for the safe evacuation of guests and employees 提供客人和员工的安全疏散?Provide for the safe relocation and transportation of guests 为客人提供安全转移及交通?Secure hotel assets 保证酒店财产安全

?Evaluate and report losses 评估及汇报损失

?Restore operations in a timely manner 及时恢复营运

Members of our Crisis Management Team:我们的危机管理团队成员：

Emergency Response Team (ERT) 紧急应对小组

The primary role of the Emergency Response Team (ERT) is to manage the orderly evacuation or shelter-in-place of guests and employees in the event of an emergency. Its secondary role is to implement pre-set procedures to control and minimize damage to individuals, the hotel and the brand.应急小组的首要任务就是在紧急情况下，有序疏散宾客和员工，提供更多庇护场所。其次要任务是落实预先设定的流程，减少给个人，酒店及整个品牌带来的危害。Members of your Emergency Response Team may include:紧急应对小组主要成员包括

?Director – This person has authority to make decisions (Manager on Duty) 指挥官–一个有权来做决定的人 (值班经理)

?First Responder – This person is in charge of contacting emergency services and dispatching the ERT (Engineering, Guest Service Representative, PBX) 应急第一反应员- 这人主要负责联系紧急援助和调度紧急应对小组（工程，礼宾，电话接线）?Crisis Squad –These are the “action” people (Engineering, Shift Supervisors)应急小分队–这些是“行动”人员（工程师，领班等）

?Communicator – This person fields guest phone calls and operates the PBX (Front Desk Supervisor, PBX) 通讯人员-这人将回答客人的电话并且负责电话接驳(前台主管，接线人员)

?Utility – This is a person who knows the building well and can deal with emergency services once they are on site (Housekeeping, Engineering, Security) 市政配套设施的负责人--这是应当非常熟悉整个大楼的市政配套设施并能妥善处理紧急服务的人员（客房部员工，工程人员，保安）

During the night shift, there may not be enough people on duty to delegate a single task to one person. Therefore, your ERT may look like this: 在夜班时，如果将每项任务指派给一个人，可能会人手不够。所以你的应急小组组成可能会变成这样：

?Director – Manager on Duty 指挥官即值班经理

?First Responder / Communicator – Night Auditor 应急第一反应员/通讯人员即夜班值班;

?Crisis Squad / Utility – Engineering, Housekeeping, Security 应急小分队/市政配套设施的负责人即工程师，客房部员工，保安

Our ERT: 我们的紧急应对小组

Crisis Response Training 应急培训

Colleagues will be trained on all shifts, at varying times throughout the year, and when there are significant changes to the hotel?s Risk Profile. Types of tra ining include: 不同班次的员工将会在一年内的不同时间段接受培训，当酒店的风险构成有重大变化时他们也将重新受到培训。培训的形式有：

?Orientation / Induction基础讲座/介绍

?Table-Top Exercises课堂练习

?Emergency Response Team Drills 应急小组演练

?Departmental Drills 部门演练

?Full-scale Simulation (e.g. fire evacuation) 全方面模拟（例如：火灾疏散）Community Stakeholders 社区利益相关者

The hotel has provided the CRP to relevant stakeholders, including: 酒店还向有关社区利益相关者提供了紧急应对计划，他们包括

?Local emergency services (e.g. police and fire) 当地紧急救援服务（如警察局和消防局）

?Building tenants and owners 业主和房客

?Property management services 物业管理

Emergency Resources 应急资源

The hotel has procured and maintained resources which may be needed in the event of a crisis situation. These resources include personal protective equipment, tools and emergency provisions. Below is a current list of the hotel?s emergency resources.酒店已经采购并储存了一些在危机关头或许可以用上的物资。这些物资包括个人保护装备，工具和紧急供给。下面是已有的酒店应急资源

Key Vendors / Suppliers 主要承包商/供应商

The hotel has identified critical services and supplies which if interrupted, may negatively impact hotel operations. For critical services and supplies, redundant providers have been selected. Below is a list of key service and supply providers.酒店已经确认了哪些是一旦中断，会给酒店造成负面影响的至关重要的服务和用品。对于重要的服务和用品，酒店已经选择进行了额外的储备。

Mutual Aid 互相协助

Mutual Aid Agreement(s) have been made with other hotels and/or businesses. The agreements yield a contract where each party agrees to provide assistance to the other in the event of an emergency that causes one of the hotels to evacuate their hotel resulting in the transfer of guests. 已经与其它酒店/企业签订了互助协议。协议促成了一个合同，合同规定其中一方必须在另一方发生危机，必须疏散整个酒店并需要转移客人的时候提供协助。

See Sample Mutual Aid Agreement in the Appendix: Support Documentation. 参见“附录：相关文件”中的互助协议样本

CRISIS OPERATION AND CONTROL危机计划的实施和控制

Roles, Responsibilities, and Authority 职务，责任和权力

General Manager 总经理

The General Manager will allocate the necessary resources of the hotel to properly develop, communicate and evaluate the CRP. The General Manager retains decision-making authority throughout the Crisis Response process. The General Manager may confer this authority to the CMT at his/her discretion. 总经理将分配必要的资源用于恰当地发展、传播和评估酒店的危机管理计划。总经理在整个危机应对过程中具有决定权。总经理可根据其意愿将决定权授予危机管理小组。

Crisis Management Team 危机管理小组

The CMT will manage the development and implementation of the CRP. The CMT will ensure the Risk Profile for the hotel is current, risk-specific procedures have been developed and communicated, colleagues have been trained and community stakeholders are informed about the CRP. At or shortly after the onset of a crisis, the CMT will assume management of the event. At the discretion of the General Manager, decision-making authority for the crisis will be conferred upon the CMT. 危机管理小组负责危机应对计划的制定和实施。危机管理小组负责确保酒店的风险构成是最更新的，对应每个风险的流程已经制定完毕并和所有人沟通过，员工们都受过了相应的培训，社区利益相关者也知晓该应急计划。

Emergency Response Team 紧急应对小组

The ERT will immediately respond to an impending or active disruptive event. The ERT will implement response procedures. After the immediate threat has been addressed, the ERT will take direction from the General Manager and/or the CMT until the disruption and threat have subsided. 应急小组对即将或正在发生的破坏性事件立即做出回应。应急小组负责实施应对流程。当被告知发生紧急威胁后，应急小组会根据总经理和/或危机管理小组的指示行动直至该破坏事件或威胁消退。

Crisis Reporting 危机报告

As soon as practicable after the indication of a disruptive event, the situation will be reported to the Global Crisis Communication Center (GCCC). Depending on the circumstances of the event, the GCCC may escalate management involvement at the regional and/or corporate levels. 根据实际操作性，一旦发现有任何破坏事件的兆头，需立即将情况汇报给全球危机处理中心。根据事件的情况，全球危机信息交流中心可能会将参与人员上升到区域和/或总公司管理层。

In addition, disruptive events will be reported to insurance carriers and government authorities where appropriate. 此外，在合适情况下，需将破坏性事件报告给保险公司和当地政府。

Documentation文案记录

The hotel will generate and maintain crisis documentation. The retention of these documents will be in accordance with IHG?s Record Retention Schedule.酒店会建立及维护危机文案记录。这些文件的保留将遵循洲际酒店的记录保管时间表。

Major Incident Hotel Profile 重大事件酒店概况

A Major Incident Hotel Profile will be maintained to identify critical contacts and building information. 重大事件酒店概况将被维护好，用来确定酒店的关键联系人及各种信息

See Major Incident Hotel Profile in the Appendix: Support Documentation.参见“附录：相关文件”中重大事件酒店概况

Communication & Activity Log 通讯及活动记录

A Communication & Activity Log will be maintained from the onset of a crisis event. The CMT is responsible for documenting actions and communications related to the event. 危机事件中的通讯及活动记录将被维护下来。危机管理小组负责书面记录下所有的行动和事件相关的通讯内容。

See Communication & Activity Log in the Appendix: Support Documentation. 参见“附录：相关文件”中通讯及活动记录

Crisis Debrief Form 危机处理情况汇报表

After every crisis, a Crisis Debrief Form will be completed and a meeting held to review the outcomes of the incident, and to measure the performance and effectiveness of the crisis plan. File each Crisis Debrief Form for reference. 每次危机过后，需要完成一张危机处理情况汇报表。同时，还需组织一次会议来评估该事件的处理结果并衡量应急方案的有效性和实际结果。将所有的危机处理情况汇报表归档备查。

See Crisis Debrief Form in the Appendix: Support Documentation. 参见“附录：相关文件”中危机处理情况汇报表

Core Crisis Response Procedures 核心危机应对流程

The hotel?s core crisis response procedures consist of a full or partial evacuation (fire, bomb threat, chemical release, etc.) and shelter-in-place (flood, civil disturbance, windstorm, etc.) scenarios. 酒店的核心危机应对流程包括了一个整体或局部疏散（火灾，爆炸物威胁，化学物品泄漏等）和提供就地庇护场所（洪水，骚乱，暴风天气等）的情景。

Hotel Evacuation 酒店疏散

Upon activation of the fire alarm or other evacuation order, the ERT and hotel staff will implement their department-specific evacuation procedures. Hotel staff will assist guests and hotel visitors in evacuating the hotel and assembling at the designated assembly points. Alternate assembly points have been identified in the event the primary assembly point is made unsafe or unavailable due to the nature of the event. 一听到火警铃或接到疏散指令，紧急应对小组和酒店员工会立即实施他们所在部门的疏散流程。酒店员工会协助疏散酒店客人和酒店访客离开酒店去指定的集合点汇合。候补集中点事先已被确认，它只有在主要集合点因特殊的事件性质无法使用或不安全的情况下才使用。

INSERT EVACUATION MAP HERE (Display primary and alternate assembly points) 请在这里插入紧急疏散图（显示主要的和预备的集合点）

Shelter-In-Place 就地庇护

Upon receiving a shelter-in-place order, the ERT and hotel staff will execute the plan. 一接到就地庇护的指令，紧急应对小组成员会马上执行原定方案。

INSERT SHELTER-IN-PLACE MAP HERE (Display primary and alternate assembly points) 在这里插入就地庇护场所地图（显示主要的及预备的集合点）

Guests with Disabilities 有残疾的客人

For both evacuation and shelter-in-place scenarios, procedures have been incorporated into crisis-specific procedures to assist guests and staff with disabilities. 在紧急疏散和就地庇护两个情形中，针对每项特别危机的应急计划中都有关于协助有残疾的客人及员工的内容。Documentation for guests who may need notification (e.g. hearing or visual impairments) or mobility (e.g. wheelchair bound or ambulation difficulty) assistance in a crisis event will be maintained. 关于在危机中需要被特别关注的客人（例如视力或听力障碍）或行动不便（例如坐在轮椅上或行走不便）需要协助的相关信息文案记录会被保留下来。

?Front Desk staff will make a notation in the PMS of observed disabilities. These are observed disabilities only – the guest will not be addressed or questioned about any

observed disabilities. 前台员工会在PMS系统里对客人的可见残疾做相关记录。这些仅仅适用于可见的残疾–客人不会被提及或质疑任何可见残疾。

?Additional notation on the guestroom will be made in a quickly accessible area such as the “bucket” or whiteboard in reception. These notations will be masked from public

view. 残疾客人的客房号的会马上被额外标记到一个快速方便的地方，例如“桶”或前台的白板上。这些标记不会让公众看到。

?Guestrooms noted to house guests with disabilities will be reviewed at each MOD shift changeover. 值班经理交班时需检查残疾客人入住的客房

?In the event of an evacuation or shelter-in-place action, procedures for staff to assist guests with disabilities for notification or mobility assistance will be implemented. 一旦发生紧急疏散或就地庇护，员工会马上执行协助那些需要额外关注或需要额外行动协助的残疾客人的流程。

In the event of a fire evacuation, staff will assist guests with mobility disabilities to designated areas of refuge (e.g. fire stairwell landing). Depending on the availability of staffing and the event, staff will assist guests down fire stairs or allow emergency fire services to assist. 在火灾紧急疏散过程中，员工会协助有行动困难的残疾客人去指定避难所（例如逃生楼梯平台）。根据人手情况和事件性质，员工将协助客人到达消防楼梯底部或让救火人员协助。