酒店危机管理计划操作程序VIP免费

第1页共98页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共98页酒店危机管理计划操作程序CONTENTS目录Introduction-----------------------------------------------------------1前言PartIDefinitions-----------------------------------------------------------------2第一部分：名词解释WhatIsACrisis?--------------------------------------------------------------------------2什么是危机?WhatAreTheKeyGoals?--------------------------------------------------------------------------3危机处理的主要目的EmergencyResponseTeam(ERT)----------------------------------------------------------------4紧急反应小组TheCrisisManagementTeam(CMT)------------------------------------------------------------5危机管理委员会PrimaryresponsibilitiesoftheCMT--------------------------------------------------------------6CMT的主要职责CMTMemberMajorAssignments第2页共98页第1页共98页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共98页----------------------------------------------------------------7CMT成员主要任务FireFightingTeam(FFT)-------------------------------------------------------------------------10义务消防队员ResponsibilityofFFT-------------------------------------------------------------------------------11义务消防队员的职责PartII、CrisisManagement-----------------------------------------------------------------12第二部分：危机管理方案Fire---------------------------------------------------------------------------------------------------12火警ArmedRobbery-----------------------------------------------------------------48持械抢劫BombThreats-----------------------------------------------------------------51炸弹威胁CivilDisturbance-----------------------------------------------------------59民事骚乱PowerFailure----------------------------------------------------------------63紧急停电Floods---------------------------------------------------66防汛第3页共98页第2页共98页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第3页共98页DiseasePrevention------------------------------------------------------------------------70传染病防范FoodContamination---------------------------------------------------------------------------76食物中毒Kidnapping-------------------------------------------------------------------------78绑架Earthquake------------------------------------------------------------------------78地震Introduction前言TheCrisisManagementPlanisdesignedtoprovideanorganized,efficientresponsetocrisissituations.Suchcrisismayresultindisruptionofnormalhoteloperationalfunctionsortheclosingofthehotel.Relocationofguests,patronsandemployeesmayalsoresult.危机管理计划是为了在发生危机的状况下提供有组织，有效率的反应。危机的发生可能会阻碍酒店的正常运作，甚至导致停业。Circumstanceswhichmayconstituteacrisiscanneverbeentirelypredicted.Implementationofthisplanwillalwaysbebasedonanalysisofthefactsathand.However,FAMILIARITYWITHTHECRISISMANAGEMENTPLANBEFOREACRISISOCCURSISCRITICAL.危机发生的环境及状况是无法完全事先预知的,必须根据当时的状况灵活应对。熟悉掌握危机处理的方法会起到关键的作用。第4页共98页第3页共98页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第4页共98页Properlyused,theCrisisManagementPlanprotectsguestpatronsandemployeesaswellasensuringthatthehotel’simageandreputationremainintact.危机管理计划不仅可以保护客人与员工的安全，还可以保...