国际著名酒店安全部程序-6(英文)Cash valuable item escort
安全部SOP标准程序(五星级酒店)
标准程序
SECURITY DEPARTMENT
安
全
服
务
部
目录
问候客人Sec-001 保安部与全体员工的关系Sec-002 保安部在酒店中处理问题的原则Sec-003 保密守则Sec-004 来访登记Sec-005 员工通道的安全检查与打卡Sec-006 酒店财产推出Sec-007 物品拾拣与认领Sec-008 外部施工人员的管理Sec-009 巡查Sec-010 安全日志Sec-011 报修Sec-012 火灾的紧急处理Sec-013 水灾的处理Sec-014 消防水龙带的使用Sec-015 灭火器的使用Sec-016 紧急情况的应对Sec-017 持械抢劫Sec-018 爆炸恐吓Sec-019 处理骚乱事件Sec-020询问Sec-021 对无理取闹的客人，员工的管理Sec-022 处理偷盗Sec-023 保护证据Sec-024
事故和事件的调查报告Sec-025 赌博活动Sec-026处理涉及毒品事件Sec-027 卖淫嫖娼Sec-028 对伤病人的处理Sec-029 精神病人发作的处理Sec-030 照料饮酒过量的客人Sec-031 帮助行动不便客人的安全疏散Sec-032 消防控制中心工作Sec-033 急救Sec-034 客人或员工意外死亡Sec-035 处理企图自杀事件Sec-036 全酒店停电时的可疑人员Sec-037 如何处理电梯困人Sec-038 员工宿舍的管理Sec-039 避免斗殴Sec-040 表格填写Sec-041 钥匙管理Sec-042每日消防设施检查表Sec-043
如何处理夜间房间烟感报警Sec-044 食物中毒Sec-045
安全：标准程序
安全：标准程序
安全：标准程序
安全：标准程序。
国际著名酒店娱乐部程序(英文)(doc 12页)
国际著名酒店娱乐部程序(英文)(doc 12页)ACTIVITIESJOB CATEGORIES:TOUR DESK ATTENDANTAEROBIC INSTRUCTORASSISTANT ACTIVITIESDIRECTOR EQUIPMENTSUPERVISORBEACH ATTENDANTACTIVITIESJOB CATEGORY WINNERTOUR DESK ATTENDANT SHERATON FIJI RESORTTASKSHOTEL ORIENTATIONDEPARTMENT ORIENTATIONKNOWING THE TOURS OFFEREDGUEST COMPLAINT HANDLINGGUEST RELATIONS SKILLSTO KNOW ALL EQUIPMENT A V AILABLE FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMMEKNOWLEDGE OF TYPES OF AEROBICS OFFEREDSAFETY PROCEDURES AND FIRST AID FAMILIARITY WITH CONTROL SYSTEMS FOR GAMESAND EQUIPMENT AND THE PRODUCTION OF AN INVENTORYAND CONTROL SYSTEMCARRYING OUT MISCELLANEOUS ACTIVITIESISSUE AND RECLAIM OF TOWELS FROM TOWEL BUREMANNING THE BEACH BUREKNOWING THE VOUCHER AND CONTROL SYSTEMSPROMOTING GROUP PARTICIPATION AND ENCOURAGINGACTIVITIESTEACHING A SAILBOARD LESSON TEACHING A HOBIE CAT SAILING LESSON TAKING THE WATER POLO ACTIVITY GIVING THE SAILING THEORY LECTURE GIVING THE SAILBOARD THEORY LECTURECARRYING OUT THE SAILBOARD FREESTYLE DEMONSTRATION RUNNING THE HOBIE CAT STAGGERED REGATTARUNNING THE SHERATON/REGENT REGATTACARRYING OUT THE SAILBOARD COMPETITIONDONG THE HOBIE JOYRIDE ACTIVITY SETTING UP THE VOLLEYBALL AND KNOWING THE THEMES ORGANIZATION OF MINI-TOURNAMENTSACTIVITIESJOB CATEGORY WINNERTOUR DESK ATTENDANT SHERATON FIJI RESORTTASKS (continuing from previous page) TAKING THE MORNING JOG OR WALK CARRYING OUT THE PRE-STRETCH CLASSKNOWLEDGE OF CHILDREN’S PROGRAMMESCHILDREN’S MORNING JOG, WALK, SHELL HUNT OR OTHERMORNING EVENTCHILDREN’S SWIMMING LESSONS AND GAMES ACTIVITYCHILDREN’S QUIZCHILDREN’S MEALCHILDREN’S TREASURE HUNT CHILDREN’S MOVIEEXCURSION TO THE LOCAL CARVING VILLAGESCA VENGER HUNT AND CRAB RACE CHILDREN’S EARLY EVENING GAMES ACTIVITIESCHILDREN’S PAINTING COMPETITION LAUNCHING AND RECOVERING SAILBOARDS, HOBIES ANDOTHER CRAFTSOPERATION OF CHASE BOAT CHILDREN’S TALENT SHOW EVENT AND PREPARATIONPRODUCE AN INVENTORY AND CONTROL SYSTEMFOR SIGNING OUT EQUIPMENT MAINTAINING SECURITY OF EQUIPMENT REPAIRSSAFETY SUPERVISION AND PROCEDURES REPAIRSSAFETY SUPERVISION AND PROCEDURES TOUR DESK ORIENTATIONG . R . O. TRAINING ALL ASPECTS OF THE TOUR DESKAND PROCEDURESSTANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT HEAD: G. M. APPROV AL: DATE:TASK: HOTEL ORIENTATION STANDARD:==================================== =================================PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIESJOB CATEGORY: TOUR DESK ATTENDANTHEAD: G. M. APPROV AL: DATE:TASK: DEPARTMENT ORIENTATIONSTANDARD: ALL ACTIVITIES STAFFWILL KNOW THEFUNCTIONS AND ROLE OFTHE DEPARTMENT, THERULES, AND REGULATIONSWHICH GOVERN IT, ANDTHEIR OWN ROLE WITHINIT.==================================== ================================== PROCEDURE:1.Introduction on the role and goals of the department and the standards of service we will aim to meet.2.Explanation of the training schedule for each employee, and what the training involves, plus the importance of it –schedule give out for both weeks.3.Showing of departmental structure and line of command. This will be done using a line chart. Reasons for it and the importance of it will be stressed.4.Explaining of the functions of the department,i.e. the product of it, the outlets, and equipment, the functions of various job categories. Job description will be given out and explained thoroughly.5.How the department relates to other departments-Particularly food and beverage, Front Desk, Sales.6.The personnel functions of the Activities Department :-a)w ho hires employees .b)w ho orients employees.c)who conducts ongoing training.d)c omplaint procedures and style ofmanagement.e)when and by whom meetings are heldwithin the department.f)disciplinary action/probationary period.PROCEDURES: (continued)1.Rules and regulations of the department. Handout given and the importance of abiding them will be stressed. Appearance standards.2.All staff will be given a tour of the property with particular note being taken of –Ballroom ,Malolo Lounge , ports O’ poll area, Meke area, Gardens, Beach bure, Tennis courts, Tour/activities desk, Beach.3.Relationship with Fish Fiji Limited and other concessions.STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G. M. APPROV AL:DATE:TASK: KNOWING THE TOURS OFFEREDSTANDARD: EACH EMPLOYEE WILLHA VE A BASICKNOWLEDGE OF ALLTOURS OFFERED BY THETOUR DESK.==================================== ================================== PROCEDURE:STAFF MUST KNOW:1.The role of the tour desk.2.All tours and operators handouts of all major tour operators will be give out.3.The different types of tours.4.How the tours operate –from bookings, to paying, to confirmation, and to the trip.5.A verbal test will be givenSTANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: GUEST COMPLAINT HANDLINGSTANDARD: ALL STAFF WILL KNOWHOW TO HANDLE ACOMPLAINT QUIETLY ANDEFFECTIVELY==================================== ================================== PROCEDURE:Should you come across a complaint lodged by aguest, complete the following procedure.1.Listen to the complaint.2.Should the guest be angry or loud, get then toa quiet place tactfully.3.Re – state the problem in your own words to make sure it is understood.4.Show empathy –sympathise with the guest, show you care.5.Take action –This action may constitute calling your superior or if possible, handling the complaint yourself. Do not offer the guest anything you cannot out .6.Always report the complaint to your superior.STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: GUEST RELATIONS SKILLS STANDARD:==================================== ================================== PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: TO KNOW ALL EQUIPMENT A V AILABLESTANDARD:==================================== ================================== PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMMESTANDARD:==================================== ==================================PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: KNOWLEDGE OF TYPES OF AEROBICS OFFEREDSTANDARD:==================================== ==================================PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: SAFETY PROCEDURES AND FIRST AIDSTANDARD: IT IS VITAL THAT ALLSTAFF KNOW HOW TOIMPLEMENT SAFETYPROCEDURES AND FIRSTAID QUICKLY ANDEXECUTIVELY.==================================== ================================== PROCEDURE:The personnel Department will be arranging Safety procedure training and a first aid certification course.。
酒店安全委员会管理程序(中英文版)
精品文档精心整理
酒店消防送排风紧急启动和运行程序
1) 发生火灾时，须饭店总值班或消防控制中心根据火势情况发出指令，在中控室启动相应的正压送风机及排烟风机。
2) 调专业当班人员必要时配合中控核对送排风机(风机控制区域及风机编号)，根据现场火势情况确保人身安全的前提下，对运行的送排风机及送排风口进行巡查，当发现异常时，立即报中控室，同时采取一切紧急处理措施，使消防送排风恢复正常。
3) 避免火势的漫延，空调专业当班人员在情况允许的情况下关闭火灾现场空调机组，和新风机组。
4) 未解除火灾警报或未下达关闭消防送排风机指令时，任何人员不得随意开关消防风机。
5) 灾解除后，空调专业人员与保安部人员共同恢复消防送排风系统，使其处于正常准运行状态。
国际著名酒店安全部程序(英文)Robbery and burglary共3页文档
POLICY AND PROCEDURESSecurityDIVISION : RMS DEPARTMENT :SecurityCODE : 04 –10 –016 DATE : 29. 09. 92APPROVED BY : MD REVISION :SUBJECT: Robbery and burglaryPOLICYTo ensure that security staff know the procedures which best ensurethat they are at the scene of the crime as soon as possible, knowingtheir responsibilities and duties upon arriving.PURPOSETo have clear guidelines as to what the sequence of events should bein the event of such an event.PROCEDUREGolden Rules: -While encoungering any robbery or burglary cases, the main duty forthe staff is to protect their own life only. It is unnecessary forthe staff to fight with the robbers unless they are in positionsafely..Try to memorize the characteristics of the robbers. (e. g. build, age,height, nationality, sex, characteristics, weappons, no, of robbers, and the direction and transportation for escape)If possible, try to call operator for notifying the G.M.,A.M., Security and the concerning Depts at once.When the security team receives the call and confirms the robbery is still in progess, the control room staff must try to use the C.C.T.V. for recording the faces and the escort route of the robbers. Other security staff must rush to the scene from at least 2 channels. They have to cordon off the scene so as to minimize the unnecessary fright and injury of the guests.The security must call the police at once and then inform the bell boy who should direct the police to the scene and try to prohibit the press entering the hotel premises.Pag e 1 of 2POLICY AND PROCEDURESSecuritySUBJECT : Robbery and burglaryCODE : 04 –10 –016When the security team receives the call and confirms the robbers have left, they must rush to the scene and cordon off the scene. Also, they must ensure nobody can approach the scene thereforeevidence and/or finger prints cannot be destroyed.The concerned parties must stay in the hotel for the investigation by the police and security.For any injuries, first –aid treatment must be available, depending on the policy of Injury.Pag e 2 of 2希望以上资料对你有所帮助，附励志名言3条：1、生命对某些人来说是美丽的，这些人的一生都为某个目标而奋斗。
著名国际酒店安全部程序-4(英文)SECURITYSECURITY 61-74(共14页)
STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: PATROLLNGSTANDARD: A) Patrolling of the hotel by a security officer must be of such samanner that his presence is not felt by others.B) Each patrol of the entire hotel will cover a Period of one houron rotation with the officer at the control center. PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HOW TO USE THE POCKET DIARY/OCCURRENCE BOOK AT CONTROL CENTRESTANDARD: A) All movements to be recorded Lecture (date, time, loction).B) Records must be maintained on all incidents major/minor encountered.C) These booklets must be maintained neatly forinspection by CSO/ACSO.D) Records are to be kept for a period of I Yr before it is disposed.========================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HOW TO USE THE POCKET DIARY/OCCURRENCE BOOK AT CONTROL CENTRESTANDAERD: A) An intruder on the guest room floors must beattended to immediately.B)The approach must be polite and firm.========================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: MAINTAINING EMPLOYEE-SECURITY RELATIONSHIP STANDAERD: A) All employees must be treated Lecture with respectB) Every effort must be made to gain their confidence.C) Employees must feel that security is always thereto help them.PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: INVESTIGATING A CASE OF THEFT IN THE GUEST ROOM STANDAERD: A) Attend to the incidentB) Attend to the guest with decorum: Polite helpfulC) Complete an accurate report.========================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: ATTENDING TO A DRUNK HOUSE GUEST/UNRULY PERSON/SSTANDAERD: A) Attend to the incident immediately.B) Approach with decorum: polite and helpful but firm. ========================================================== ========PROCEDURESTANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HANDLING PERSONS TRAPPED INSIDE A LIFT STANDAERD: A) Persons trapped inside a lift usually feel “entrapped. ========================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HANDLING A CASE DRUG CONSUMOTION/POSSESSION STANDAERD: A) The consumption /possession of drugs within thehotel is unlawful and against hotel policy.B) GM/RM must be informed of the matter immediately. ========================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HANDLING VANDALSSTANDAERD: A) All vandals must be handled politely and firmly be it guest, staff, or visitor.B) A detailed incident report must be filed.============================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HANDLING A CASE OF MOLESTINGSTANDAERD: A) Attend to the incident immediately.B) Handle the victim tactfully and the culprit politely but firmly.C) Assess and call the police and ambulance.D) Notify the GM/RM.E) Put up an incident report.============================================================== ========PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD: G. M. APPROVAL: DATE:TASK: HANDLING A CASE OF DEATH IN THE HOTEL STANDARD: A) Attend immediately to the incident.B) All staff are not allowed to discuss or talk to anyone aboutthe incident or make any press statement.C) Inform the police.D) Notify GM / RM immediately.PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICER HEAD: G. M. APPROVAL: DATE:TASK: HANDLING A SUICIDE ATEMPTSTANDARD: A) This is a very serious and dangerous situation.B) Proceed to the scene immediately.C) Keep others off the area.D) If appropriate, engage the subject in a calmingconversation.PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICER HEAD: G. M. APPROVAL: DATE:TASK: HANDLING STAFF CHECK IN / OUT THE HOTEL STAFF ENTRANCESTANDARD: A) Employee’s baggage will be checked at the hotel staff entrance.B) Employees are to be treated politely and with respect. PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICER HEAD: J. BUTLER G. M. APPROVAL: DATE:TASK: TRANSFER AND ESCORT OF FUNDSSTANDARD: A) A security escort should always accompany cashiers transferring funds.B) At no time should the cashier transfer cash without asecurity escort.PROCEDURE:内容总结。
国外著名酒店工程部操作程序-6(英文)REPAIRSANDMAINTENANCE(97—116)
ENGINEERINGJOB CATEGORY WINNER GROUNDSMAN SHERA TON FIJI RESORT TASKSPEST CONTROLLOG BOOK CHECKINGSHIFT CONTROLHANDLING DISCREPANCIES FROM STANDARDCHECKING MAINTENANCE SCHEDULES AND ASSIGNING SHTTING UP A MAINTENANCE PROGRAMMEENSURE WORKSHOP，AND MACHINERY CLEANING INVENTORY SPARE PARTS，MATERIALS AND TOOLS ASSIGNING MAINTRNANCE REQUESSTSINSPECTING COMPLETE AND WORK –IN PROGRESSWRITING REPORTSTIME AND MOTION STUDIESDEPARTMENT ：REPAIRS AND MAINT . JOB CATEGORY ：FOREMANHEAD CHIEF ENGINEER G.M. APPROV AL ：DATE ：TASK: PEST CONTROLSTANDARD ：PEDUCE AND CONTROL HARBOURAGE AREAS AND FOOD SUPPLIES FOR PESTS，TO THE ABSOLUTE MINIMUM。
======================================================================PROCEDURE ：As per control companies training and procedure.DEPARTMENT ：REPAIRS AND MAINT . JOB CATEGORY ：FOREMANHEAD: CHIEF ENGINEER G. M. APPROV AL ：DA TE ：TASK: LOG BOOK CHECKINGSTANDARD ：LOG BOOKS ARE CHECKED AND SIGNED OFF AT THE START OF EACCH SHIFT======================================================================PROCEDURE ：The reason for using log books is so information can be chronologically recorded and relevant information passed on from shift to shift.At he begnning of each shift the foreman is to read the previous shifts notes to check for any work that may be required to be carried out of any relevant information. After reading, the Foreman is to sign below the last entry in the book.The Foreman will then sign open the log book for his shift in the following format.SHIFT: 0800 – 1430 or 1400 to 0003 or 0000 to 0830.NAME: (Self Explanatory) SIGNATURE: (Self Explanatory)PAGER NO:STAFF ON SHIFT: e. g. foe (pager NO.), Steve (Pager NO.).TIME: (Use 24 hours clock)DEPARTMENT ：REPAIRS AND MAINT . JOB CATEGORY ：FOREMANHEAD :CHIEF ENGINEER G.M. APPROV AL ：DATE ：TASK : SHIFT CONTROLSTANDARD ：ALL FOREMAN WILL UNDERSTAND THEIR SHIFT RESPONSIBILLITIES.======================================================================PROCEDURE ：One of the following Foreman are rostered in to every shift:a)Electricalb)Refrigeration and Air Conditioningc)Plumberd)MechanicIn the absence of the Chief Engineer and Assistant Chief Engineer the Duty Foreman will be responsible for the Department. This includes:a)Assigning work to staffb)Ensure staff are working to standardsc)Fire officerd)Liaising with other departmentse)Handling emergencyf)Issuing tools and stores and recordingg)Receiving telephone callsh)Completing own work loadi)Communicating with chief or Assistant if necessaryj)Filling in log booksk)Ensure staff are on time and in correct uniformDEPARTMENT ：JOB CATEGORY ：REPAIRS AND MAINT FOREMAN/HEAD GROUNDSMANHEAD ：CHIEF ENGINEER G. M. APPROV AL ：DATE ：TASK HANDLING DISCREPANCIES FROM STANDARDSTANDARD ：CONSTRUCTIVEL Y HANDLE DISCREPANCIES FROM STANDARD WITH RESPONSIBLE EMPLOYES..======================================================================PROCEDURE ：The standards that have been set are the minimum standards each employee is to achieve, it is the job of the Supervisor to ensure the standards are met and maintained.If an employee fails to meet the standards, first of all ensure that they are aware of what is expected. Ask them if they feel that what they have done meets the standard, stand back and listen, it is best if they realise the downfall themselves and critique their own performance.If an employee does not realise what the discrepancies are, point it out to him and ask how it can be improved on, try and get him to find his own answer and/or better way of achieving the objective. If this is not forthcoming explain what was to be done and if necessary show him by example.When the work is completed satisfactorily to standard, go back over the job and point out the advantage of doing it correctly, and praise him for achieving the standard.Continuous repeating of below standard work is to be reported to the Chief Engineer or Assistant Chief Engineer.DEPARTMENT ：JOB CATEGORY ：REPAIRS AND MAINT。
国际著名酒店安全部程序(英文)Evacuation procedures(2021整理)
Policies & ProceduresDIVISION : RMS DEPARTMENT : Security CODE : DATE :APPROVED : MD REVISION :SUBJECT : Evacuation proceduresPOLICY / PURPOSETo ensure the safe and orderly evacuation of all guests and employees.PROCEDURE1.The decision to evacuate the hotel or a portion of the hotel will be made by the HotelManager, the Assistant Manager ( CFW ) or the Fire Brigade.2.Fire evacuation must proceed without the use of lifts.3.Once the existence of a fire has been determined and if evacuation is required the Chief FireWarden contacts the Operator and states the levels to be evacuated and / or the location of the fire.4.The Operator contacts the Fire Brigade and then calls or pages, the Liaison Officer, FloorWardens, Search Officer, and Bell Captain to assemble at the bell desk. The Operator will then play tape or broadcast message as instructed.5.The Liaison Officer accounts for and records all Floor Wardens and Search and EscortOfficers.6.The Liaison Officer locks off lifts at ground floor and issues two way radios, emergencykeys, chalk, and torches.7.The fire team (Floor Warden, 3 Search Officers, 2 Escort Officers, Fire Crew, and LiftOperator) takes the fire service lift to level below that of the fire and proceeds via the stairwell to the reported location.ROOMS DIVISIONPage 1 of 12Policies & Procedures8.The fire team reports to the CFW and on direction commenceEvacuation procedures.ROOMS DIVISIONPage 2 of 12Policies & ProceduresSUBJECT : Evacuation proceduresCODE :9.Working in teams of two , Search Officers check all guest rooms and mark the door toindicate that the room has been checked :INOUTA single chalk mark indicates searches in roomA cross indicates searcher is out10.The Floor Warden reports section clear to the CFW.11.The Fire team then proceeds to the assembly area.INDIVIDUAL PROCEDURESChief Fire Warden ( CFW )The CFW will take overall control until the fire brigade arrives. All management and employees will respond as directed by the CFW in a calm and efficient manner.The CFW will carry out the following procedure :1.Upon notification of the fire alarm proceed to the floor location with the InvestigationOfficer ( IO ). Ensure that a 1.5 kg extinguisher & torch is collected and carried to the scene.2.Acknowledge the alarm and note the location as identified by the fire panel.3.Proceed to location with the IO and determine whether or not there is a fire.4.In case of a false alarm, inform the Telephone Operator and Liaison Officer ( LO ).HOTEL – ROOMS DIVISIONPage 3 of 12Policies & Procedures5. Where a fire has been identified sound the nearest “break glass” alarm, request the operator to inform the fire brigade and to activate the group paging list as per theROOMS DIVISIONPage 4 of 12Policies & ProceduresSUBJECT : Evacuation proceduresCODE :“Communication List for Emergency”. The LO is then notified on extension “6345” . The CFW should advise both parties of the location and extent of the fire, and the level of evacuation required.6.If evacuation is required, meet the Floor Warden ( FW ) and Search and Escort Officers asthey arrive on the scene.7.Direct the evacuation procedure ensuring guest proceed via the fire exit to the assemblypoint, i.e. outside the Entrance of the Allied Kajima Building on Gloucester Road.8.Once the evacuation is complete ensure all members of the fire team depart the hotel.Inform the Telephone Operator and Liaison Officer to evacuate if required, then proceed to the assembly point.INVESTIGATION OFFICER ( IO )The IO is responsible for assisting the CFW in performing all duties to ensure the safety of hotel guests and employees. In addition if safe to do so the IO will extinguish the fire.The IO will carry out the following procedure:1.Upon notification of the fire alarm proceed to the floor location with the CFW. Ensure that a1.5 kg extinguisher and a torch is collected and carried to the scene.2.Proceed with the CFW to investigate the location as identified by the fire panel. Determinethe nature of the alarm.3.In the case of a false alarm, under the direction of the CFW, reset the alarm pane.4.In case of a fire sound the nearest “ Break Glass Alarm”, and ensure the CFW is able toinform all parties.5.Ensure the safety of guests in the immediate area and then put out fire if safe to do so. ROOMS DIVISIONPage 5 of 12Policies & Procedures6.If evacuation is required assume leadership of the fire crew, and await assisting officer.ROOMS DIVISIONPage 6 of 12Policies & ProceduresSUBJECT : Evacuation proceduresCODE :7.Proceed, with containing the Fire, assisting Floor Wardens, until all guests and employeesare evacuated.8.Evacuate to the assembly point.LIAISON OFFICER ( LO )The LO will control the lobby area, the passing of information to guests, the dispatch of the Floor Warsens, Search and Escort Officers to the scene and the greeting and directing of the Hong Kong Fire Brigade.1.Upon notification of the fire alarm proceed to the bell desk and await furthercommunication from the CFW.2.If advised of false alarm note incident in the security log book, recording time, locationand cause of incident.3.If advised of fire assemble equipment required for fire team, i.e. two way radios, chalk,torches and emergency keys.4.An account for all Floor Wardens and Search and Escort Officers. Direct to area to beevacuated.5.An account of all member of the Fire Team is to be maintained at all times, noting namesand areas to which each person has been directed.6.Await the Hong Kong Fire Brigade and brief them on all aspects. Note the location, size ,type and any other relevant information that has been communicated on the fire. Maintain communication via two way radio with the Floor Wardens.7.Control the evacuation of all personnel from the lobby.8.Once advised by the CFW , evacuate the hotel and proceed to the assembly point.ROOMS DIVISIONPage 7 of 12Policies & ProceduresSUBJECT : Evacuation proceduresCODE :FLOOR W ARDEN ( FL )Under the direction of the Chief Fire Warden ( CFW ) , the Floor Warden will oversee the evacuation of a specific area of the hotel.1.Upon notification of a fire the FW will report to the Liaison Officer at the bell desk in thelobby.2.The FW will receive the necessary equipment, i.e. chalk, torches and two – day radios.3.The FW will then lead a team of three Search Officers and two Escort Officers to the scene.4.Report to the CFW and on direction commence evacuation.5.In teams of two the Search Officers / FW check all guest rooms and mark the door toindicate that the room has been checked :INOUTSingle chalk mark indicates searcher in room.Cross indicates searcher is out.6.Direct all guests to the nearest safe fire exit.7.Report your section clear to the CFW and take your team to the assembly area.8.Assist by isolating your group in the assembly area.SEARCH AND OFFICEThe Search and Escort Officers will search guest rooms and other facilities to ensure all guests and staff are accountedHOTEL – ROOMS DIVISIONPage 8 of 12Policies & ProceduresFor and the area is clear. They will work under the direction of the Floor Warden ( FW ).ROOMS DIVISIONPage 9 of 12Policies & ProceduresSUBJECT : Evacuation proceduresCODE :1.Upon notification of a fire report to the Liaison Officer at the bell desk in the lobby.2.Under the direction of the FW proceed to the area of evacuation. Remember to always keepa safe escape route.3.In teams of two the Search Officers will proceed with the search as per training , and markeach door to indicate clear or otherwise :INOUTSingle chalk mark indicates searcher in room.Cross indicates searcher is out.4.Escort Officers will locate themselves in front of a safe fire exit and other conspicuouspositions, so as to assist guests to move to the assembly point.5.Special attention must be given to handicapped guest’s rooms.6.Reassure and comfort the elderly, children, women, and any distraught guests.7.Do not enter smoke filled rooms without proper breathing apparatus. If you know a guest isin the room and you are capable of entering, rescuing the guest and exiting without inhaling then proceed. Work in a minimum team of 2.8.Before entering a room, Search Officers should touch the door handle with the back of theirhand to ensure it is not “alive” electrically and to check the door for heat.9.Upon completion of the evacuation report to the FW and proceed to the assembly point.Remain in a group with the FW at all times, so as to be accounted for.ROOMS DIVISIONPage 10 of 12EMERGENCY MANUALPolicies & ProceduresROOMS DIVISIONPage 11 of 12EMERGENCY MANUALPolicies & ProceduresSUBJECT : Evacuation proceduresCODE :COMMUNICATIONS OPERATOR (TELEPHONE OPERATOR)The Telephone Operator will act as the central communication point upon notification and a fire alarm.The Telephone Operator will carry out the following procedure:1.Upon receiving notice of a fire alarm the Telephone Operator will immediately page theChief Fire Warden (Assistant Manager ), Investigation Officer ( Duty Engineer ), Liaison Officer ( Security Officer ) and Duty Manager. Message will be as been shown in “Response to Fire Alarm” procedure.2.If advised of a false alarm display the message, type and extent of the fire and the level ofevacuation required.3.If advised of a fire, obtain the location, type and extend of the fire and the level ofevacuation required.4.First call the Hong Kong Fire Brigade and advice of the fire. Give all details obtained tothe Fire Brigade.5.Page or call Floor Brigade and advice of the fire. Give all details obtained to the FireBrigade.6.Page all personnel as listed on the “Communication List for Emergency” to assemble at thebell desk.7.Play tape or broadcast message as instructed by the Chief Fire Warden.8.In the event of an evacuation notify the Ambulance Station and the Hotel Doctor.9.Telephone guests in area of fire and direct to them to proceed to a safe fire exit.ROOMS DIVISIONPage 12 of 12。
国际著名酒店安全部程序Cashvaluableitemescort
国际著名酒店安全部程序CashvaluableitemescortSecurityDIVISION : RMS DEPARTMENT : Security CODE : 04 – 10 – 026 DA TE : 29. 09. 92. APPROVED by : MD REVISION :SUBJECT : Cash / valuable item escortPOLICYIt is a policy of this hotel that all the cash and valuable items are escorted in a safe and secure way. PURPOSEThe purpose of this policy is to ensure that the concerned parties escort in a safe way; and the escort is up to the insurance companies standard.PROCEDUREHotel Security Team Escort: -All items must be packed properly before being escorted.The security should bring along walkie talkies and should check the items are packed is the right way. ( Items should be packed thoroughly ). Also, the escorted items must be carried by the staff if the security personnel cannot give assistance.Under the process of escort, the staff with the escorted items should be walking in front, and the security personnel must follow behind.The security must escort the items until reaching the destination safely. Then, the staff should check the items, correctly.The security must record the name of staff, details of items, and the escort route in the Occurrence Book.In case the escort is outside the hotel premises, Chief of Security must be informed. If possible, a hotel vehicle or taxi can be used for escorting.Page 1 of 2POLICY AND PROCEDURESSecuritySUBJECT : Cash / valuable item escortCODE : 04 – 10 – 026Escort by another security company : -In case some particular items must be escorted by another Security Company, the Chief of Security should be notified beforehand. In particular, when there is any armed guard or escort vehicles entering the hotel premises, the Chief of Security must be informed with detailed information.All the security guards must be registered in the hotel staff entrance and their Company I . D . cards must be checked.If necessary, Security teams can block the lift for escorting purposes.In case of robbery, the main duty of the Security and staff is to protect their own life and try to memorize the characteristics and the escape route of the robbers.Page 2 of 2。
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POLICY AND PROCEDURES
Security
POLICY
It is a policy of this hotel that all the cash and valuable items are escorted in a safe and secure way.
PURPOSE
The purpose of this policy is to ensure that the concerned parties escort in a safe way; and the escort is up to the insurance companies standard.
PROCEDURE
Hotel Security Team Escort: -
All items must be packed properly before being escorted.
The security should bring along walkie talkies and should check the items are packed is the right way. ( Items should be packed thoroughly ). Also, the escorted items must be carried by the staff if the security personnel cannot give assistance.
Under the process of escort, the staff with the escorted items should be walking in front, and the security personnel must follow behind.
The security must escort the items until reaching the destination safely. Then, the staff should check the items, correctly.
The security must record the name of staff, details of items, and the escort route in the Occurrence Book.
In case the escort is outside the hotel premises, Chief of Security must be informed. If possible, a hotel vehicle or taxi can be used for escorting.
Page 1 of 2
POLICY AND PROCEDURES
Security
SUBJECT : Cash / valuable item escort
CODE : 04 – 10 – 026
Escort by another security company : -
In case some particular items must be escorted by another Security Company, the Chief of Security should be notified beforehand. In particular, when there is any armed guard or escort vehicles entering the hotel premises, the Chief of Security must be informed with detailed information.
All the security guards must be registered in the hotel staff entrance and their Company I . D . cards must be checked.
If necessary, Security teams can block the lift for escorting purposes.
In case of robbery, the main duty of the Security and staff is to protect their own life and try to memorize the characteristics and the escape route of the robbers.
Page 2 of 2。