國(guó)際星級(jí)酒店前廳部前臺(tái)接待崗位技能培訓(xùn)標(biāo)準(zhǔn)RM-FO-GS-23-03 Fire alarm 前廳部火警疏散方案

1、 PAGE 4LOCAL STANDARD OPERATING PROCEDURESLSOP No.:RM-FO-GS-23-03Effective Date:Division:RoomsRevised Date:Section:Front OfficePrepared by : Approved by:_SUBJECT:Front Office Fire Evacuation Plan 前廳部火警疏散方案_OBJECTIVE目的：Ensure front office ambassador strict follow front office Fire Emergency Plan前廳大使根

2、據(jù)部門運(yùn)作需求嚴(yán)格執(zhí)行前廳部火警應(yīng)急方案POLICY政策：Ensure hotel guest & ambassadors safety during fire case take place. 確?；馂?zāi)發(fā)生時(shí)，酒店客人及大使的生命安全Ensure we comfort our guest to let them feel safe.確保安撫客人，以致使客人感覺(jué)酒店是安全的。PROCEDURES 程序： Reception前臺(tái): Shift Leader print out 03 copy of the latest updated in-house guest list. Prepare a

3、rrival list &.Disabled Guest list within 10 minutes of Evacuation Announcement. All trace folio must keep in the safe. 當(dāng)班主管須立即將最新的三份客人名單打印出來(lái)，并準(zhǔn)備好預(yù)抵客人名單，殘疾客人名單。電腦系統(tǒng)須做好安全保護(hù)。Shift Leader will gather all Guests registration cards, key card making machine to be placed in the safe deposit and locked befor

4、e proceed to the Assembly Point 在疏散前,主管收集所有客人登記卡,房卡機(jī)并放到保險(xiǎn)箱內(nèi)鎖好。All associates shall close their station and put the money and papers in safe deposit. They will shut down office equipment and proceed to the various exits to help Guests to the Assembly Points. 所有員工須將他們的電腦關(guān)閉并將鈔票及文件存放到保險(xiǎn)箱里。關(guān)閉辦公室設(shè)備并使用不同出口

5、幫助客人疏散到集合點(diǎn)。Make ensure that all power is being shut down before evacuation to the Assembly Point. 在疏散至集合點(diǎn)前, 確保所有的電源關(guān)閉。Front Office Manager / Asst FOM / Night Guest Service Manager will hand over the Master Key to the Financial Controller / Asst FC. 前廳部經(jīng)理/副經(jīng)理/夜班賓客服務(wù)經(jīng)理將萬(wàn)能鑰匙交給財(cái)務(wù)總監(jiān)/助理財(cái)務(wù)總監(jiān)At Assembly Poi

6、nt the Front Office Manager and or his Assistant shall set up Incident reporting Center for house count. 在集合點(diǎn)前廳經(jīng)理或前廳副經(jīng)理須組成事故報(bào)告中心以記錄客人需求。The most Senior Front Office Ambassadors (01) will proceed to assemble point with the in-house Guests list for Roll Call前臺(tái)資深大使疏散至集合點(diǎn)并帶客人名單到現(xiàn)場(chǎng)點(diǎn)名。Its the responsibili

7、ty of the FOM / Night GSM to ensure the count of the Guests evacuated according to the actual count 前廳經(jīng)理/夜班賓客服務(wù)經(jīng)理須根據(jù)實(shí)際客人名單進(jìn)行點(diǎn)名。Senior Associate will collect the duty roster before proceeding to the Assembly Point.當(dāng)班的高級(jí)員工將排班表或簽到簽退表帶到集合點(diǎn)。FOM should indicates Transportation prepare the vehicles, and ca

8、rry the wounded person to hospital. At the same time, also need to prepare a shuttle bus at dormitory for carry the associates who will join the rescue work to Resort. 前廳部經(jīng)理應(yīng)指示車隊(duì)員工準(zhǔn)備好車輛，隨時(shí)運(yùn)送傷員到醫(yī)院。同時(shí)，在宿舍也要準(zhǔn)備一輛班車，將需要參加救援的同事運(yùn)送到酒店。Concierge禮賓部：On-Duty concierge supervisor should check all lifts that sto

9、p on the first floor, and make sure nobody trapped inside. 值班行李主管要及時(shí)檢查所有的電梯停在一層并且沒(méi)有人被困在里面。Send a bellboy to fire lifts area to operate it and wait for the security personnel or the fire brigades. 派一名行李員到消防電梯處操作電梯和等候公安人員或消防隊(duì)人員。When the fire brigades arrival, the concerned Senior Management and Emerge

10、ncy response teams can take the fire lifts up to the fire floor, bellboy must dropped lifts to the bottom later, and opens the lift door for fire brigades.當(dāng)消防隊(duì)人員到達(dá)后，相關(guān)高級(jí)管理層人員和緊急反應(yīng)小組可乘消防電梯上火災(zāi)樓層，過(guò)后行李員必須立即把電梯降到底層，幫消防隊(duì)人員把電梯門打開(kāi)。Arrange 3 duty bellboys at day and 2 duty bellboy at night use stretcher carr

11、y for the wound personnel. 白天安排3 名晚上安排2名當(dāng)班行李生用擔(dān)架抬傷員。To assist Security Department ensure all the vehicles leaving from driveway.幫助保安部確保所有的車輛從車道離開(kāi)。Wait for the Fire Department arrival, and inform them where the fire is.等待消防部門的到來(lái)并告知火災(zāi)發(fā)生的地點(diǎn)。Fire elevator will only be used for emergency response teams a

12、nd fire brigade to transport fire tools and other equipments to relevant floors.消防電梯只限用于緊急應(yīng)變小組和消防隊(duì)用來(lái)運(yùn)輸消防工具和其它設(shè)備到相關(guān)樓層。Delight To Serve 為您服務(wù)中心Keep in good communication with Fire Control Center.保持與消防控制中心通訊暢通 Use mobile phones inform each department manager when received the evacuation information from

13、 Fire Control Center.接到消防控制中心疏散信息后立即用手機(jī)通知各部門經(jīng)理。When the fire should keep the external communications smoothly.火警時(shí)必須確保對(duì)外通訊暢通。Received the instructions from GM/RM or authorized personnel can make the fire calls 119. 接到總經(jīng)理/駐店經(jīng)理或授權(quán)人員的指令方可撥打“119”消防電話。Make the records for inquire while received the fire c

14、alls.接到火警電話時(shí)，要做好記錄以備查詢。Guest Service Manager賓客服務(wù)經(jīng)理:GSM/Night GSM received evacuation instructions, should indicated Front Office on duty associates according the Day Emergency Procedures to operate.賓客服務(wù)經(jīng)理/夜班賓客服務(wù)經(jīng)理接到疏散指令時(shí)，應(yīng)立即指示前廳當(dāng)班員工按照“白天”的應(yīng)急程序進(jìn)行操作。When FOM received the evacuation instructions should

15、 get to Resort in time for rescue work. 前廳部經(jīng)理接到疏散指示時(shí)，應(yīng)立即趕到酒店參加救援工作。GSM/Night GSM work well for guests at lobby, comfort guests mood, and orderly organize them approach the designated Assembly Points. Also do translations work well.賓客服務(wù)經(jīng)理/夜班賓客服務(wù)經(jīng)理在大堂做好接待客人工作，安撫客人情緒，并有秩序的組織客人疏散至指定的集合點(diǎn)，同時(shí)做好翻譯工作。Front D

16、esk Shift Leader or associate print out all in-house guest name list.前臺(tái)主管或員工打印所有住店客人名單。Reception ambassadors cooperate with GSM/Night GSM evacuation guest at lobby. 前臺(tái)大使在大堂門口配合賓客服務(wù)經(jīng)理/夜班賓客服務(wù)經(jīng)理組織客人疏散。Bellboy should approach the fire area immediately to control the lifts on the first floor. 禮賓部的值班員應(yīng)立即到達(dá)著火區(qū)域一樓控制好電梯。Transportation gets ready for the vehicles and carries the wounded persons to hospital.車隊(duì)隨時(shí)準(zhǔn)備好車輛，隨時(shí)運(yùn)送傷員到達(dá)醫(yī)院。