HIMSHIMSHHotelotelIIncidentncidentMManagementanagementSSystemystem酒店意外事件管理系统酒店意外事件管理系统.......Objective目标.......HIMSHIMSCrisis?Crisis?Emergency?.......HIMSHIMS.......HIMSHIMSCrisisCrisis.......HIMSHIMSPOSSIBLEEVENTArmedAttackDecontaminationPowerFailure持械抢劫污染断电AssociateAccidentDrowningStructuralCollapse员工受伤溺水坍塌BloodBornePathogensEarthquakeTheft血源性病原体地震盗窃BombThreatElevatorEmergencyTransportationAccident炸弹恐吓电梯紧急事件交通事故CivilDisturbanceGasLeak内乱/动乱燃气泄露CommunicableDiseaseHazmat传染性疾病有害物料CriminalActivityHostage犯罪行为绑架DeathinPremisesGuestMedicalEmergency在酒店死亡客人紧急医疗救护.......CellsWorkFlowHIMSHIMS.......ALERTFCSActivationofGroupSMStoHIMSEmergencynotificationteamGroupA(Responding)•IncidentManager•LiaisonOfficer•SafetyOfficerRESPONDINGSafetyOfficer/ERTProceedtoIncidentarea/sceneGroupB(StandBy)•Commander•InformationOfficer•Logistics•Operations•HR&Planning•Finance&ClaimsVERIFICATIONFALSE/TRUEAlarmRESPONDINGIncidentManager&LiaisonOfficerProceedtoFCSSTANDByStatusUpdatebyIncidentManagerviaGroupSMSSTATUSUPDATEDETERMINECellsActivationFALSETRUEHIMSHIMS.......接到报警总机FCS通过群发系统发送给HIMS应急管理小组A组（反应）•意外事件经理•联络官•安全主管人反应安全主管人/应急小组到达事发现场查看B组（待命）•总指挥•公关主管人•后勤保障•现场运作•人力资源部•财务部验证误报/真实通报反应意外事件经理&联络官到达总机待命意外事件经理通过群发系统更新状态更新状态决定启动哪些组误报真实HIMSHIMS.......ALERTFCSACTIVATIONGroupSMStoHIMSEmergencynotificationteamCOMMANDER(reporttoEOC)DetermineEmergencyORCrisisNOTIFYAMD/Div/CorpCONSIDERMediaBriefingCOORDINATINGArrivalofGo-TeamSTATUSUPDATE(1st/2nd/4th/12th/24thhour)CorporateCrisisResponseTeamINFORMSTARWOODCONTACTAffectedGuestsfromothercountryINTERIMMEDIASpokesperson(1st/2nd/4th/12th/24thhour)HIMSHIMS.......接到报警总机FCS通过群发系统发送给HIMS应急管理小组总指挥(向EOC汇报)确定是紧急事件还是危机通知董事总经理/区域/总部考虑新闻发布会协调安排行动小组的到来更新状态(1st/2nd/4th/12th/24th时段)总部应急团队通知喜达屋集团相关联系人受此事件影响的外国客人媒体事宜发言人(1st/2nd/4th/12th/24th时段)HIMSHIMS.......ALERTFCSINFORMATION(reporttoEOC)DETERMINE(Limits/Location)oninformationreleaseDEVELOPMaterialuseformediaAPPROVALFromCommanderINTERIMMEDIASpokesperson(1st/2nd/4th/12th/24thhour)CENTRALISE(Internal&External)WheretochannelinfoESTABLISHLiveComm(phone/email)forDiv/CorpREVIEWAllmediaclipsforaccuracyESTABLISH(Electronic&Printmedialibrary)fortheentireeventCoordinating&Monitoring(Within&Othercells)EventLogStatusUpdateACTIVATIONGroupSMStoHIMSEmergencynotificationteamHIMSHIMS.......接到报警总机FCS公关主管人(向EOC汇报）决定发布信息的（范围/地点）整理应对媒体所需材料经总指挥批准媒体事宜发言人(1st/2nd/4th/12th/24th时段)汇集(内部&外部)渠道信息为区域/总部建立在线联络系统（电话/邮件）审查所有媒体报道的准确性建立整个事件的（电子的&打印材料的媒体库）协调&关注(本组&其他小组的情况)做好事件记录更新状态HIMSHIMS通过群发系统发送给HIMS应急管理小组.......ALERTFCSLIAISON(reporttoFCR)COORDINATINGWork&SupportneedsESTABLISHCONTACTPOINTEmergencyResponderEnforcementPublicAgenciesMONITORINGIncidentOperation/Limitations/Capabilities/ResourceStatus/EventLogSTATUSUPDATE(1st/2nd/4th/12th/24thhour)AgenciesandotherActiveCellsCoordinating&Monitoring(Within&Othercells)EventLogStatusUpdateACTIVATIONGroupSMStoHIM...
