保安部制度與程序.doc

保安部制度與程序 POLI CY&PROCEDURE制度與程序Seurity Department保安部Mayxxxx年5月CONTENTS目錄PAGE NO.POLI CYNO.SUBJECT頁碼制度編號主題 一、Security work安全保衛(wèi)工作4-6SEC-08001Regulations of hotel staff飯店員工的規(guī)章制度7-8SEC-08002Packet staffinvestigation procedure員工查包程序9-10SEC-08003Procedure ofthings weretaken out物品準出程序11SEC-08004Management ofstaff entrance員工通道的管理12-13SEC-08005Management ofexternal Construction workers外來施工人員管理14-15SEC-08006Investigation of violating discipline staff違紀員工的調查16-18SEC-08007Management ofvisitor andcisitor pass來訪人員管理19-20SEC-08008Management of car park停車場的管理21-22SEC-08009Procedure ofVIP hospitalityprotection VIP接待保衛(wèi)程序23-24SEC-08010Procedure ofhandling guests dispute處理賓客之間糾紛的程序25-26SEC-08011Procedure ofhandling injuredguests傷病客人處理程序27-29SEC-08012Procedure ofrobbery搶劫的處理程序30-32SEC-08013Handling of hotel stealingcases飯店盜竊案件的處理33-34SEC-08014Procedure ofhandling guestsdied inaidend賓客意外死亡的處理程序35-36SEC-08015Security dailymeeting保安部班前例會37-38SEC-08016Security guardsinspecting保安員巡查內容39SEC-08017The workreport ofsecurity保安部工作報告 二、Fire fightingwork消防工作40-47SEC-08018Fire Fightingtraining消防安全委員會48SEC-08019Fire fightingtraining消防培訓49-51SEC-08020Fire alarmProcedure火警確認程序52-55SEC-08021Procedure ofhandling fire火災處理程序56-57SEC-08022Procedure afterextinguishment火災后處理程序58-61SEC-08023Fire controlmalfunction handling procedure消防主機故障處理程序 三、Respond toemergency situations應對緊急情況62-65SEC-08024Poisoning emergencyprocedure中毒應急程序66-68SEC-08025Power cuthandlingprocedure停電事故的處理程序69-72SEC-08026Elevator malfunctiontreatment measures電梯失靈處理措施73-78SEC-08027Handling ofexplosives andsuspicious explosives處理爆炸及可疑爆炸物79-81SEC-08028Procedure ofwater leakageand flood跑水及水災處理程序82SEC-08029Procedure ofsuspicious package可疑包裹處理程序 四、Others其他83-85SEC-08030Key control(Excluded GuestRoom Key)鑰匙管理（不包括客房鑰匙）Total Page:85總計85頁POLI CY&PROCEDURE制度與程序Subj ectRegulations ofhotel staff主題:飯店員工的規(guī)章制度Policy Code政策號Code SEC/SM/08001No.Of Pages頁數3I ssuingDepartment Security Department發(fā)出部門保安部Concerned DepartmentAll departments有關部門所有部門Revlsed31th May,xxI ssuedon:28th Octo,xx發(fā)行日期xx年10月28日修訂日期xx年5月31日Prepared By起草Security Manager保安部經理Approved By批準Operations Manager營運經理Approved By批準Deputy General Manager副總經理Approved By批準General Manager總經理1.Obj ective目的The purposeis ensurethat staffare easilyrecognized byour hotelsecurity guardson duty.制定此政策的目的是確保當值保安員能輕松辨認飯店各部門的員工。 2.Policy政策In the hotel staffare distinguishedby theiruniforms and nameplates.在飯店內員工的身份可通過他們的制服和名牌進行識別。 3.Procedure程序3.1In the hotel allstaff should wear uniformsandnameplates.飯店所有員工在工作期間應著飯店工裝，配帶工牌。 3.2Entrance/入口3.2.1The hotelstaff aboveLevel2can use the main entrance of thehote L2級以上含L2級的對客管理人員可通過飯店的正門出入飯店。 3.2.2The hotelstaff belowLevel2should use the hotelstaff designatedpassage.L2級以下的員工進出飯店時應使用飯店指定的員工通道。 3.2.3After getting off workstaff mustleave the hotel immediately.They areonly allowed to stayin the hotel within15minutes.普通員工下班后必須立即離開飯店，下班后的員工在飯店內逗留的時間最長不得超過15分鐘。 3.2.4Except formanagement staffcan staythe hoteldue toworkneed;other staffdont allowto staywithout reasonappropriately.除行政管理層員工可按需在飯店長時間駐留外，其他員工在非工作時間或無正當理由的情況下不得在飯店逗留。 3.2.5Staff mustnt take their relativesand friendsenter the hotel duringworking.If theyhave urgentmatter thatneed aessto the hotel entrance and explain the reason,security guardon dutycarries outabout Human Resource Departmentorders.員工禁止在工作時間將家人或朋友帶入飯店。 員工的家人、親戚朋友如有緊急情況需到飯店員工通道保安值勤處說明來意，保安員根據飯店人力資源部頒布的相關規(guī)定執(zhí)行。 3.2.6The staffis prohibitedto enter the hotel,in cludinggettingoffwork,vacation,dry-dock,drunk andtake drugs.禁止下班、休假、停職察看、喝醉酒或者吸毒的員工進入飯店。 3.2.7If theressaned staffis noton the list ofentrance allowed,the hotelSecurity Departmentshould payclose attention to visitors.Human Resource Department responsible for providingthelistof leftstaff.如果已離職的員工不在被禁止入內的人員名單上，他們來訪飯店應由保安部密切關注。 人力資源部負責提供禁止入內的離職員工名單。 3.2.8Under the staff liftis busy;the server(such asluggage clerkof providingurgent servicesto guests,housekeeper androom server)can beused passenger lift.Other staffcan onlyuse the staff lift.在員工電梯很忙的情況下，服務人員(如向客人提供急切服務的行李員、客房服務員和送餐服務員)可以使用客用電梯。 其他員工只可以使用員工電梯。 3.2.9Under certaincircumstance salesstaff aompanythe guestscan usepassenger lift.銷售人員在陪同客人的情況下一定使用客用電梯。 3.2.10The managementstafff orLevel2and abovecan usepassenger lift.只有L2級以上（含L2級）對客的管理人員可以使用客用員工電梯。 3.2.11Staff movementshould berestricted in the hotel,unless gettingspecial permissionfrom related departments managers,Staffcant movement beyond regionalwork,Security guardsand CCTVguards areresponsible foroversight.員工在飯店內的工作活動范圍應受到限制，除非有相關部門經理的特別許可，員工不得在自己的工作區(qū)域以外的區(qū)域活動，監(jiān)督員工在飯店內的活動是保安員及監(jiān)控員的日常工作之一。 3.2.12If findsuspicious circumstance,for example:someone trying to concealhis/her orsomeone quicklyhiding somethinghe/she washolding,the security guard candetain and inquire.If noreasonable explanation,he/she willreferred bysecurity guardto theAssistant Security Manager/Security Managerfor handling.如果發(fā)現可疑情況，例如企圖將自己隱藏或快速地隱藏持有的東西，保安有權將其留住并詢問。 如果沒有合理的解釋，保安員應將其送交保安副經理/保安經理處理。 3.2.13Any staffviolates therules willhave toreport the Security Manager,Human Resource Manager and the RelatedDepartments Manager to provide the followinginformation:任何違反以上規(guī)定的員工都要報告給保安部經理、人力資源部經理及相關部門經理并要提供以下信息 (1).Name ofStaff員工姓名 (2).Department andstaff number部門和員工編號 (3).Date/time andlocation ofincident時間&日期和事發(fā)地點 (4).Brief statement大概經過REPORT OFBREACH OFHOUSE RULESAND REGULATIONS違反店內規(guī)章制度的報告REPORTING OFFICER/報告人:DATE ANDTIME OF INCIDENT/事件日期&時間:NAME OFSTAFF/EMP.NO/DEPARTMENT/員工姓名/編號/部門:BRIEF STATEMENTOFINCIDENT/事件大概經過:-POLI CY&PROCEDURE制度與程序1.Obj ective目的Prevent prohibitedthings beingbrought into the hotel,prevent theloss ofhotel goods.防止違禁物品被帶入飯店，防止飯店物品丟失。 2.Policy政策Violate the hotel rules and regulationswill bepunished aordinglyby hotel.違反飯店規(guī)章制度會受到飯店相應的處罰。 3.Procedure程序3.1Greet initiatively主動打招呼3.2Greet initiatively:Good morning!主動打招呼“早上好！”3.3Please open the packetinitiatively for inspection.請主動打開包接受檢查。 3.4The hotelstaff enter and get out of thehotel,need toopenthepacket forinspection.飯店員工上、下班進出飯店時，均要開包檢查。 3.5Inspect thethings ofpacket查驗包內物品3.6Carefully checkwhether packetcontains hotel.仔細查看包內是否有飯店物品。 3.7Cecruty gumedshould notsearch otoffs blonging,Butto asktife staffto cooferateto showthe cootentshis orher bags.不得隨意翻動員工包內物品，若有必要請員工配合。 3.8Security guardshoud say:Thank you,Each timeafter thecorperation ofstaff.每次檢查結束，保安員要向員工說“謝謝”。 3.9Please staffopen theirbags,take theirthings,check.請員工自己打開包，自己拿出物品，核對。 3.10Report Processing報告處理3.11If foundproperty orsuspicious things,report to Security Supervisortimely.如查出公物或可疑物品，及時向保安主管匯報。 3.12If violate the hotelrules,not ifthe related departments Manager and Human Resource Managerimmediately.如有違反飯店制度的情況立刻將結果通知人力資源部及相關部門經理。 3.13Human ResourceDepartment and the relateddepartments Managercarry out by the hotel system.人力資源部及相關部門經理按飯店制度執(zhí)行。 3.14Security Supervisorrecorded onduty note,including handling result.保安部主管在保安部值班記錄簿上做詳細的記錄,包括處理結果。 POLI CY&PROCEDURE制度與程序1.Obj ective目的Avoid the hotel propertybe missingor taken out by staffi ntentionally.The thingbe broughtout and offered the paper of taken-outthing(togoout),It isuseful for the securitydepartment dealwith theguest plaintfor theirthingsmissing.避免飯店物品丟失或被員工故意帶出飯店。 被帶出的物品需提交物品準出證明（出門條），這樣也會對保安部處理客人房間內丟失物品的投訴起一定的幫助作用。 2.Policy政策Any hotel things beingtaken outneed tooffer thepaper of taken-out thing(togoout),and registration.飯店任何物品被帶出飯店時都應有物品準出證明（出門條）并要做好相應的登記。 3.Procedure程序3.1Any hotel things beingtaken outand offeredthepaper oftaken-out thing(to goout)by DepartmentHead approved.飯店物品被帶出飯店時都要提交部門經理批準的“物品準出證明”（出門條）。 3.2All“paper oftaken-out thing”(to goout)should besigned bythe manageror headof relateddepartments andfinancial controllerbefore beingeffective.所有“物品準出證明”（出門條）都要經過相關部門經理或總監(jiān)、財務總監(jiān)簽字后方可生效。 3.3Any erasures,alterations andcancel of“paper oftaken-out thing”(to goout)will beinvalid andmake theInvestigation toholder.任何涂抹、更改、注銷的“物品準出證明”（出門條）都視為作廢，并向持單者做進一步的調查。 3.4It isineffective bythe otherdepartment Leadersignature“paper oftaken-out thing”(togoout),e.g.The paper oftaken-out thingfrom Engineeringcantbeapproved byDirector ofFood&Beverage.任何由非主管部門領導認可簽發(fā)的“物品準出證”（出門條）都不被采納。 例如，工程部物品的出門證明不應由餐飲部負責人的批準。 3.5Any person(hotel suppliers,staff,etc.)will bring out the hotelthings,offer the“paper oftaken-out thing”(to goout)to securityguard,forinspection.After thesecurityguardchecked,if noobjection shouldbe“paper oftaken-out thing”(to goout)signed andreleased.Recovery itand sentto theoffice ofsecurity bythe SecurityManagertocheck again.After conservingunmistakable.任何人（飯店供應商、員工等）將飯店物品帶出飯店，都要向保安人員出示“物品準出證明”（出門條），以便其檢查。 保安員經過認真檢查后，如無異議，應在“物品準出證明”（出門條）上簽字放行。 并將物品準出證明（出門條）收回，送保安部辦公室由保安部經理對出門條進行核查，無誤后存檔。 3.6The staffbringoutfollowing thingswho needoffer thepaperoftaken-out thing(to goout):員工帶出如下物品時，仍需向保安員提供物品準出證明（出門條）3.6.1Gifts fromguest orfrom the hotel.客人或飯店贈與的禮物。 3.6.2Unclaimed objectissued byHousekeeping Department客房部發(fā)的無人認領的物品。 3.6.3Loans things.租借的物品。 3.6.4Gift bythe Hotel.飯店給予的物品Paper oftaken-out thingas follows:后附物品準出證樣表物品準出證Gate passPOLI CY&PROCEDURE制度與程序1.Obj ective目的For SecurityControl.為了安全控制。 2.Policy政策All staffshould obeyorders thatstaff enterand getout of the hotelhave tousethe staff entrance.飯店所有的員工必須遵守員工進和出時，務必使用員工通道的規(guī)定。 3.Procedure程序3.1All staffenterandgetoutof the hotel mustuse staff entrance,there arefixed securityguard,and strictcontrol.所有的員工上下班都要使用員工通道，保安部在員工通道有固定的崗位，并嚴格控制。 3.2The Security Supervisor andSecurity guardwill beresponsiblefor:保安主管、保安員應負責3.3Checking the staff punchin andwear nameplateon enteringor leavingthe hoteldaily.每天在員工進出飯店時，檢查其工牌及打卡情況。 3.4Registering allvisitors,including thesuppliers,provide themfor visitingcard at the staff entrance.登記所有的來訪者，包括飯店的供應商，在員工通道處向他們發(fā)放飯店臨時的訪客證。 3.5Inspecting thehandbags beingcarried bythehotelthestafforvisitors,when theyare gettingoffthe hotelthrough thestaff entrance.當員工或來訪者從員工通道離開飯店時，檢查其所帶的可疑背包或包裹。 3.6Inquiring andstopping thestrangers ortrespassers stayat thestaff entrance.詢問并制止在員工通道處逗留的陌生人或侵犯者。 3.7Ascertaining thehotelthings(e.g.cups,glassesetc.)if beingtakenoutof thehotel ornot bystaff withouta lawfulpermit bythehotelmanagement.查明飯店物品（如杯子、玻璃器皿等）在沒有飯店管理層許可的情況下是否被員工帶出飯店。 3.8The security guards ensurethe trafficflowing outsidethestaff entrance.保證員工通道處交通暢通。 POLI CY&PROCEDURE制度與程序1.Obj ective目的The purposeof thispolicy isreasonable controlactivities ofexternal construction workers,to preventthem annoythehotel guests orstaff.此政策的目的在于合理控制外來施工單位工人的活動，防止他們煩擾飯店的客人或員工。 2.Policy政策External constructionworkers must take Provisional Pass Paper issued bythe Security Department toenterthehotel.在飯店內作業(yè)的外來施工人員必須配帶飯店保安部發(fā)放的臨時施工證。 3.Procedure程序3.1Due to the projectrequest theexternal construction units,after signedthe constructioncontract with thehotel,and wenttoSecurity Department to conduct constructionprocedure.飯店由于工程需要外請施工單位,在與飯店簽訂施工合同后，要及時到保安部辦理入店施工手續(xù)。 3.2Aording to the situationof offeringconstructionworkers,theSecurity Departmenttoconduct“Provisional PassPaper”for them.保安部根據施工部門提供的情況，為施工人員辦理臨時施工證。 3.3When theworkers get the“Provisional PassPaper”,they must hold a copy ofvalid ID,and submitone pieceof one-inch photoand50yuan asdeposit.Note:If theProvisional PassPaperislost orbroke,the depositwould beretained.施工人員在辦理臨時施工證，必須持有效身份證件復印件，并提交一張一寸免冠近期照片及五十元人民幣作為證件押金。 注如果臨時施工證丟失或損壞，將不退還押金。 3.4Before conducting“ProvisionalPassPaper”,constructionunitshave togo toFire fightingControl Centersign firefighting agreementand send the constructionmaterials byexamining special organ toSecurity Departmentrecording.辦理臨時施工證前，施工單位要到保安部消防監(jiān)控中心簽訂安全防火協(xié)議書，并將經消防專業(yè)機關審批的建筑材料許可證明交保安部備檔。 3.5Construction unitsand workersmust aept the safetytraining ofSecurity.Wireman,welders,high-altitude workersmustholdcertification issuedby nationalspecialorganinto thehotel construction.施工單位和施工人員必須接受保安部安全培訓。 電工、電焊工、高空作業(yè)工人必須持有經國家專業(yè)單位發(fā)的作業(yè)證書方可入店施工。 3.6Setting upthe safetymanagement officerat theconstruction siteand unit,aept thesupervision、inspection ofSecurity guardand foundproblems immediatelyrectification.施工現場、施工單位要設立安全管理人員，并接受保安部員工的監(jiān)督、檢查，發(fā)現問題立即整改。 3.7Construction workersshould aessthehotel bystaff entranceandusethestaff lift.Unless theirwork contactwith thepassenger lift,otherwise notallowed totakethepassengerlift.Prohibit theystay outof workingarea.If founddrunk will be barredfrom enteringthehotel.施工單位員工應通過員工通道進出飯店，在飯店內只能使用員工電梯。 除非他們的工作與客用電梯相關聯(lián)，否則，施工單位員工不得乘坐客用電梯。 禁止他們在工作范圍以外的區(qū)域逗留。 醉酒者將被禁止進入飯店或在飯店內繼續(xù)逗留.3.8Constructionworkerswithin thehotel shouldbe obeythehotelrulesandregulations.They also as otherstaff aeptinginspection andinvestigation.Security guards should regularlycheck theircertification within the effectivedate.施工單位員工在飯店內應受制于飯店的規(guī)章制度。 他們要像其他員工一樣接受檢查和調查。 保安部的保安員應定期檢查他們的證件保證其在有效期內。 3.9When theexternal constructionunits taketools andequipment into thehotel,they shouldgettheCate-Pass fromEngineering Departmentand giveit tosecurity guards for filing.外來施工單位的工具、設備帶入飯店時，必須到工程部開據飯店物品準出單，在飯店員工通道將物品準出單交給警衛(wèi)人員，保安部存檔。 3.10Any constructionworkers into thehotel,if foundimproper behavioror unauthorizedpossession thehotelobject orused otherspass paper;the partieswill beleft tomake furtherinvestigation.任何外來施工人員在飯店內如有不正當行為或被發(fā)現私自占有飯店物品，或利用他人的出入證件，當事人將被留下做進一步調查。 Provisional constructionPass as follows:后附臨時出入證臨時施工證Provisonal ConstructionPass編號姓名職務單位POLI CY&PROCEDURE制度與程序disciplinestaff1.Obj ective目的Any staffviolatethehotel regulationswill beinvestigated bytheSecurity and HumanResourceDepartment.任何違反酒店規(guī)章制度的員工，都將受到保安部及人力資源部的調查。 2.Policy政策:Staff violatethe lawwill besanctioned.員工違法行為將受到有關法律制裁。 3.Procedure程序3.1Prepared準備3.1.1Please staff ofviolatingthe disciplinewillbeinvestigated atSecurity officeor department manager Office.請違紀員工來保安部辦公室或所在部門的經理辦公室調查。 3.1.2Neither covertnor interruptedlocations carryout talking.在一個不隱蔽而且不被打擾的地點進行談話。 3.2Reviewtreatment調查處理3.2.1During investigation,there aremust twopresents andhave theirdepartmentmanageror supervisor presence.調查時，必須有二個人在場。 要有其所在部門的經理或主管在場。 3.2.2Investigate processand detailof thefact,if havepartners ornot.查清違紀事實的經過和細節(jié)，有無共同違紀者。 3.2.3If havepartners,it hasto findthem understandingof the situation.如果有共同違紀者，也要找其了解情況。 3.2.4Stealing theproperty of guests orhotel,tryingtorecovery，And handingover to the Public盜竊賓客或飯店財物的，要設法追回，并移交公安機關處理。 3.2.5Aording tothe investigation,ask theSecurityManageror HumanResourceManagerfortheview ofhandling.根據調查情況，請示保安部經理或人力資源部經理的處理意見。 3.3Record記錄3.3.1Do conversationrecords,signed bythe partiesand archived,make workrecord.做好談話筆錄，有當事人簽字并存檔，作好工作記錄。 3.3.2SecurityDepartmentshould retain the originalpaperofthe resultfor investigationand theview ofhandling,and giveacopyto HumanResource andrelateddepartment.Later,send emailto operationmanager,deputy general manager andgeneralmanager.調查結果及處理的意見需將原件保留在保安部，復印一份給人事部及相關部門，用電子郵件的形式發(fā)送給營運經理、副總經理、總經理.POLI CY&PROCEDURE制度與程序1.Obj ective目的To ensurethat controllingand monitoringthe movementproperly ofvisitors.保證對來訪者的行動做適當的控制與監(jiān)督。 2.Policy政策:All visitors should register at thestaffentrance,and shall be issuedwith Visitor Pass.所有的來訪者都必須登記，屆時向其發(fā)放臨時出入證。 3.Procedure程序3.1The procedureapply to visitors tofollowing:適用于以下條件的來訪者3.1.1Visitors invitatethe departmentdirector orhave appointmentswith managementstaffofhotel.來訪者邀請部門領導或與飯店管理人員有約會。 3.1.2Visitors permittedto visitany staffof workingat thesecond linedepartment.允許來訪者有條件訪問在二線部門工作的任何級別的員工。 3.1.3Interview andjob applicant.面試及求職3.1.4Visit rooms guest.來訪某房間的客人3.2This proceduredoes notapply tothe following:本程序不適用于以下情況3.2.1Guests thathaving dinnerand shoppinginthehotel在飯店就餐及購物的客人3.2.2People broughtintothehotelbyhotelguests.飯店客人帶來的人3.2.3People visitthe guestswho havebeen check-outbyreception.來拜訪已在前臺退房客人的訪客。 3.3If visitorse tovisite guests,they shouldregisteratthe reception desk whenpermitted entering.So the visitorsshouldprovidethe following validcertificates:如果來訪者是訪問客房客人的，被準許進入飯店前應在飯店前臺登記。 因此，訪客應提供下列有效證件辦理會客3.3.1Identification Card/身份證3.3.2Passport/護照3.3.3Military ID/軍官證3.4If the visitors cant offerthe abovepaper,aording tothe followingprocedure:如果訪問客人的來訪者不能提供以上所說的有效證件，則按照以下程序3.4.1The receptionistshould callthe visitedguest.前臺員工應電話聯(lián)系被訪客人。 3.4.2After gettingagreement ofthe visitedguest,let the visitor gototheguests room.取得被訪客人的同意，再請來訪者到客人的房間。 3.4.3Ask forthe visitorwrite downname andunit oraddress.要求來訪者寫下姓名、單位或地址。 3.4.4Meanwhile,inform securitydepartment tomornitor the visitor.同時通知保安部對來訪者監(jiān)控。 3.4.5Securith departmentrecords timethevisitorsin andout t