公司管理制度EMERGENCYHANDLINGPROCEDURE(14個(gè)制度范本)

1、天馬行空官方博客： ；QQ:1318241189；QQ群：175569632EMERGENCY HANDLING PROCEDUREBOMB THREATGeneral ResponseBomb Search Department Heads Assistant ManagerTelephone Department Security DepartmentBomb threat warnings are usually made by telephone calls. Normally, those making such calls do not speak to anyone in par

2、ticular, but leave message or instructions to the first person in contact with the telephone. Whoever on receipt of such call should notify the Security Manager and Assistant Manager for immediate actions. After having consultation made with the management, Security Manager will coordinate with poli

3、ce authorities for further actions.Actions to be taken immediately after having received call Treat the telephone call in strict confidence but notify Security Manager, and Assistant Manager for further actions without delay.Security Manager and Assistant Manager will liaise with Senior Executive on

4、 calling for the police authorities.Security Manager will assess the situation and determine the needs for security team to conduct bomb search activities.If the police is called, Security Manager will dispatch manpower to post at the most distant points leading to the location notified, as to avoid

5、 crowds and unnecessary publicity and prevent trouble makers from spreading discontent and fear in public.If the police on arrival with authority to search the premises, Security Manager will notify Senior Executive and Assistant Manager for necessary actions.Bomb Search Security Manager will take c

6、harge to direct appropriate search activities.Searchers should not touch or disturb any parcel, package or other object without being readily identified, that might contain explosive device, the searcher has to report to Security Manager and Assistant Manager for further actions without delay.In cas

7、e of necessity, Security Manager will notify the police authorities and dispatch manpower to close the area of bomb or suspicious object found. The area locating with bomb device or suspicious object is to be isolated completely until arrival of police authorities, who will arrange examination to th

8、e found object and render it so safe.Department HeadsLiaise with Senior Executives, or Assistant Manager prior to any operational activities in the event of bomb threat.Assistant Manager Keep close attention to the situation and be alert in answering queries from guests.Give instruction to telephone

9、 operators upon answering queries from guests.Liaise with Security Manager and Senior Executive upon making investigations or giving instructions.Keep close contact with Senior Executive in concern of situation in the hotel.Assistant Manager to liaise with Senior Executive should evacuation be neces

10、sary. Telephone Department Telephone operators will keep close attention to the situations and be alert in answering queries from guests.Telephone operators will follow instructions from Assistant Manager upon answering queries from guests. If caller demands to speak with someone in authority, telep

11、hone operators will connect the call to Assistant Manager.Any change of situation in the hotel, telephone operators will notify the Senior Executive as well as department heads without delay.Security Department Security Manager or Senior Security Office will coordinate with Assistant Manager to carr

12、y out investigation whenever necessary.Security personnel in charge will dispatch adequate manpower to bar entry of unauthorized personnel from vicinity of the location notifies.In the event of any bomb device or suspicious object found, security personnel will isolate the area completely from publi

13、c view to avoid crowds and unnecessary publicity.If 119 is to called, security guard at front entrance will await arrival of police authorities and Bell Captain to arrange fireman lift to standby and lead them to the scene of emergency by using proper access through the back areas whenever possible.

14、Duty Security guard at Control Room will currently notify Assistant Manager of the process. Crisis ManagementRiot and DemonstrationsInternal DisturbanceExternal DisturbanceOutline contingency plan for hotel securing against riots & demonstrationsThe hotel, being a public building designed for easy a

15、ccess, is vulnerable to external threats that may arise from riots and demonstrations. The Security Manager or member of Management responsible for security must prepare contingency plans for securing the hotel, its guests and staff against such threats. The following points should be taken into con

16、sideration when preparing the contingency plans.Availability of Staff for Security Duties:The hotel may not have sufficient security staff on duty at any one time to secure the property. In these circumstances, members of staff from various Departments will have to be drafted into a security role. T

17、he Security Manager will be responsible for ensuring that:There are sufficient staffs available for security duties on each shift.Each member of staff has an assigned position.Each member of staff in the security role has been trained in the role and assigned his responsibilities.The Security Manage

18、r must ensure that the strength of his Security Team is up to strength on every shift.Points of Access to the hotelEvery access point to the building, which is normally kept open, must be closed and guarded by at least two members of the Security Team.Access points, which are normally kept, locked,

19、e.g. emergency exits should be checked to ensure that they are properly secured.The Receiving Bay / Dock and the Staff Entrance should be closed and locked so as to prevent any unauthorized access. The main entrance to the hotel and separated entrances to the function room, etc. should be closed and

20、 locked but a Security Guard stationed at that point must have the key so that the doors can be opened to permit people to enter and leave the property.Fire Fighting and Damage ControlThe hotel Fire Brigade must be put on standby in the event that they are required to extinguish any fire that may be

21、 started in or near the hotel property.It is worth remembering that fire-fighting equipment such as hoses and extinguishers can be used in a defensive role, if necessary. Each of the Security Guards or staff appointed to security duties must know how to use fire hoses and fire extinguishers.Visible

22、Security MeasuresThe Security measures taken in the hotel should not be highly visible but must be implemented with the lowest possible profile. Any overt, additional security measures, other than closing and locking the access doors, could incite the crowd and draw their attention, which might norm

23、ally have been diverted elsewhere. Apart from obvious measures, all the main security preparations should be kept out of sight from the crowd.Movement ControlIf the demonstrators or rioters gain access to the property, their movements within the property can be controlled by:Switching off freight se

24、rvices and guest elevators. One guest elevator should be left switched on.Ensuring that all doors to storerooms, plantrooms, etc. are locked.Front Office ResponsibilitiesImmediately upon receiving notification that a riot or demonstration is likely to threaten the hotel, Front Office staff on duty s

25、hould:Upon the instructions from the Security Manager and the General Manager, Resident Manager or duty Assistant Manager telephone the local Police and advise them of the threat.Place all cash and valuables into the drop safe deposit boxes. Make sure that the door to the safe deposit box room is lo

26、cked.Notify all guests either by telephone or by using the public address system (if there is one) that they should remain in their rooms and that they should not open bedroom windows or go onto balconies, etc. in order to watch the demonstration.The Front Office staff should advise guests and visit

27、ors in the hotel lobby that they should remain in the hotel until such time as the threat has passed. Hotel guests and visitors in the lobby must be kept away from the main entrance to the hotel. If possible, the guests in the hotel should be encouraged to return to their rooms.Visitors to the hotel

28、 should be concentrated in one area e.g. a restaurant, so that the communication with visitors to the hotel is made simpler.DoormanThe hotel Doorman must ensure that the main doors to the hotel are locked and it is his responsibility to control the opening and closing of the front doors to permit pe

29、ople access to the property. The Doorman himself must remain inside the hotel with the doors locked. He cannot refuse to let out any hotel guests or visitors but those people leaving the hotel should be advised that it may not be in their interests to the leave the sanctuary of the hotel. One Securi

30、ty Guard (preferably uniformed) should be stationed at the front door with the Doorman and wherever possible, the Security Guard at the front door should be able to speak foreign language.Passive ResistanceThe objective in securing the hotel in the manner described above is to offer any crowd or dem

31、onstration only PASSIVE RESISTANCE not AGGRESSIVE DEFENSE. By offering passive resistance, there is a better chance that the crowd or demonstration will pass by the hotel and seek a more appropriate place in which to demonstrate.Medical / First AidThe hotel First Aid Team and the Hotel Doctor, if he

32、 is on the premises, must be put on notice that their services may be required in the event of any guest, visitor or member of staff being injured.Hotel Management PolicyAny contingency plans prepared by the Security Manager for securing the property in the event of threats by riots and demonstratio

33、ns, must be discussed with the Management of the hotel in order to ensure that the contingency plans are in accordance with the general policy of the hotel Management and hotel owners.Procedure for dealing with disturbancesThe disturbances, which are most likely to occur within the hotel, are fights

34、 or arguments. These could be a result of drunkenness. Such disturbances are always unpleasant and after affect innocent bystanders and hotel guests. In the event of such disturbance occurring in the hotel, the following actions should be taken:Immediately notify hotel Security of the disturbance an

35、d ask them to send a Security Officer to the scene of the disturbance.If the disturbance is of a minor variety such as a voluble argument, ask the people involved to quiet down or advise them that they will have to leave the hotel.Notify the duty Assistant Manager.If the disturbance is of a major va

36、riety such as a fight, do not try to separate the participants unless you have sufficient assistance from other hotel staff or hotel guests. In the event of a major disturbance, the Police should be notified and summoned to the scene of the disturbance.Complete the Disturbance Report Form.Disturbanc

37、e ReportAfter each disturbance has occurred in the hotel, a Disturbance Report should be completed and passed to the General Manager for further action if any. Listed below are some of the details that should be contained in the Disturbance Report:Name of member of staff completing ReportDate on whi

38、ch Report is preparedDate on which disturbance occurredTime at which disturbance occurredType of disturbance e.g. fights, arguments, etc.Name of person or persons causing disturbance Address of person or persons causing disturbance or room number if the person is resident in the hotelList damages ca

39、used to the hotel property, if anyList the injuries to anybody involved in the disturbanceSupply details of action taken to deal with the disturbance If the police were called, give details of action taken by the PoliceAction to be taken in the event of an external disturbance that threatens the hot

40、elDisturbances that occur outside the hotel can either directly or indirectly affect the hotel and its guests. This sort of disturbances is likely to be strikes, riots, large crowds, etc. In the event of any such occurrence, the following actions should be taken:Notify the Security through duty Assi

41、stant Manager.The Security Officers should immediately be stationed at each entrance of the hotel and should remain there until such time as the disturbance has subsided.People wishing to enter the hotel should be asked why they wish to come in and should only be permitted to enter the hotel in smal

42、l groups, i.e. in twos and threes.Any crowds of hotel guests that gather in the lobby to observe the disturbance outside should be requested to disperse.If the disturbance is sizable, the local Police should be notified and asked to send for Police Officers to help protect the hotel.The General Mana

43、ger or duty Assistant Manager should be notified and it is his decision as to whether or not the Police should be called.DEATH CASESStaff ResponseTelephone OperatorAssistant ManagerHotel ClinicDuty Security SupervisorFront Office and HousekeepingDepartment Heads ConcernedStaff ResponseAny staff memb

44、er who receives a report or comes across a seriously injury/dying person should immediately pass the information to: Telephone Operator Dial “0”Hotel Clinic Dial “ ”Remain at scene and touch nothing unless it is absolutely necessary to save life, i.e. such as applying first aid to stop bleeding, rem

45、oving a body from the rope which he/she is hanging, removing obstruction to breathing, removing person from water etcTry to preserve the scene and keep others from touching anything, as valuable fingerprints could be destroyed in the process.Hand over scene of incident upon the arrival of Assistant

46、Manger and/or Duty Security Supervisor, brief them on known circumstances and action taken. Remain at scene to assist in the follow up action and subsequent investigation by police or Security Department.Telephone OperatorUpon notification of a seriously injured/dying person, the operator will ascer

47、tain:Identity of the information, such as staff/guests name, department, position or the informants room number, etc.Location of the scene and whereabouts of the informant. Condition of the seriously injures/dying person. Inform the following members of the Emergency Response Team to attend the scen

48、e through calling or paging. Telephone NumberPagerAssistant Manager TBADoctor and nurse Duty Security Supervisor TBAIf confirmed to be a genuine case, immediately notify:General ManagerExecutive Assistant ManagerExecutive on Duty, after office hours or at weekend.Security Manager.Division Department

49、 Heads Concerned*If not during the office hours, page them or call them at rooms or home.In the event of any query in relation to the incident, obtain instructions from Assistant Manger prior to any reply.Contact with one of the following hospitals for ambulance service if instructed by Assistant Ma

50、nager.Record incident in Incident logbook. Assistant ManagerUpon receipt of a report about a seriously injured/dying person, proceed to scene immediately.Instruct telephone operator to inform Duty Security Supervisor, hotel doctor and nurse on duty to attend scene.Attend to the person and see if any

51、 first aid or medical treatment can help.Consult with Security Manager or Assistant Manager at the scene and instruct Security Department to make a report the Nan Tang District Police Station, the Telephone number is Instruct Duty Security Supervisor to isolate the area or room and keep it clear of

52、spectators.If in an open area, instruct Engineering Department and/or Housekeeping Department to erect screen to block off sight from public view.Instruct available security guards to form an outer condor to keep spectators away from the scene. Restrict all access to the scene.DO NOT TOUCH OR MOVE T

53、HE BODY OR ANY INSTRUMENT LYING AROUND THE BODY unless it is absolutely necessary to save life. If the seriously injures/dying person occupies a guestroom, obtain relevant inventory and registration card through security department and be ready for investigation by police. Hand over scene to police

54、when they arrive and assist as directed. Brief them on known circumstances and action taken.Ensure that the process of removal of the person(s) be arranged via service lift.Where hospitalization is necessary or instructed by police.Instruct telephone operator to call for Ambulance Service from hospi

55、tal.Arrange hotel limousine if Ambulance Service is not available.If the people have no friend or relative to accompany him/her to hospital, assign one nurse (within clinic office hour), or provide escort. After police investigation has been concluded, any belongings left behind by the person(s) wil

56、l be stored for safekeeping at:Front Office Deposit Box for valuable items, and the key to the box should be kept by Security Department.Housekeeping Lost & Found for general items.*Until approval to release them has been given by police station or hotel Security Department.Notify next of kin withou

57、t delay and appropriate consulates offices if a foreigner.Set up command post at Executive Office with RM, Security Manager or his assistant, or EOD to initiate necessary action to be taken and to workout a reply in relation to any query to the incident and instruct telephone operator accordingly. A

58、ll related information is to be handled carefully and treated as confidential.Compile an internal investigation report with Security Department. Remark:The room must be double locked whenever the Assistant Manager finishes his investigation. No one is allowed to get into the room without prior appro

59、val from the General Manger or Executive Assistant Manager. Hotel ClinicIf the report originates from the clinic or through the telephone, the doctor or nurse on duty will inform Telephone Operator by dialing “0” and brief the operator on duty of the circumstances and exact location of the seriously

60、 injures/dying person. If the person is already in the clinic, continue to attend to him/her. If not, proceed to scene immediately and see if any first aid or medical treatment can help to save his/her life.Recommend necessary action to Assistant Manager attending scene.Continue to attend to the ser