question 1: how to deal with the unexpected events at the front desk of the hotel is reasonable and should be forgiving. If it is unreasonable, you should apologize in time to ensure that the guests feel that you take them seriously! If things are particularly big, you should call 121 as soon as possible to avoid things expanding. After all, your purpose is to make money, not to save face.

question 2: emergency plan for hotel emergencies

emergency plan for Xinshun Hotel 1. Emergency response team:

Team leader: general manager.

Deputy Head: Executive Deputy General Manager

Members: general manager office, Manager of Finance Department, Manager of Security Department, Manager of Front Office, Manager of Catering Department, Manager of Housekeeping Department, Manager of Sales Department.

in case of an emergency, the duty manager will be responsible for handling it before the members of the handling team arrive.

2. Emergency measures to deal with various emergencies:

1. Emergency measures for robbery cases:

(1) When there is a robbery case in a hotel, if the robbers are armed, the employees on the scene should avoid confrontation with the gangsters, remain calm, and observe any characteristics such as the gangster's face, body shape, clothes, hairstyle and accent. If the robbers are unarmed and have enough manpower to subdue the robbers, they should wait for an appropriate opportunity to catch them and hand them over to the police, but they should never act rashly to avoid unnecessary casualties. If the staff of the monitoring center finds a robbery in the hotel, they should immediately inform the department manager or high-value manager and report to 111 as instructed.

(2) If the robbers flee the scene by car, they should write down their license plate number, color, car model or brand, and record the number of people.

(3) protect the site. Don't touch the murder weapon and tools left by the robbers. Draw a warning zone and don't let irrelevant personnel enter the scene.

(4) If it is impossible to leave the evidence left by the robbers in the crowded places such as traffic arteries and public places, they should be packed in plastic bags and handed over to the police for handling.

(5) interview the witnesses, collect the information about the robbery and provide it to the public security organs. At the same time, the relevant personnel should not leave before the public security personnel have investigated the scene or completed the treatment.

(6) The personnel present are not allowed to disclose any information to the media or irrelevant personnel, and are not allowed to take photos.

(7) If there are injured people, they should be sent to the hospital immediately for treatment and report to the public security organ.

2. Emergency measures for hostage-taking cases:

(1) When a hostage-taking case occurs in a hotel room, the floor service personnel should immediately report to the department manager, high-value manager and security department.

(2) After receiving the report, the emergency response team can set up a headquarters on the incident floor and call the police at the first time.

(3) Before the police arrive, they should * * *, and it is strictly forbidden to disclose the scene to irrelevant personnel, so as not to cause panic among the guests and crowd onlookers, which will lead the robbers to take risks and endanger the safety of the hostages.

(4) Try to meet some reasonable requirements of robbers, such as delivering water and food, to stabilize the robbers' mood.

(5) Security personnel and equipment personnel are on standby nearby, so as to coordinate with the actions of public security personnel and draw a warning range. At the same time, evacuate the guests in the room where the robbers are located, so as to prevent the robbers from carrying explosive dangerous goods.

(6) Collect and prepare the information such as room check-in, surveillance video and engineering drawings in time, and provide them to the police.

3. Emergency measures for fighting cases:

(1) When there is a fight in the hotel, immediately stop dissuasion and disperse the onlookers.

(2) If both parties do not listen to stop, and the situation continues to develop, and the scene is difficult to control, they should promptly report to the public security organ and inform the relevant department personnel of the hotel. Security guards should be on the scene quickly to prevent damage to hotel items.

(3) If the hotel articles are damaged, the fighter should be intercepted and demanded compensation. If there is an injured person, the traffic police will deal with it after first aid. The scene must be kept intact for police investigation and help the police identify the troublemakers.

(4) If the fighter escapes by car, he should write down the characteristics such as license plate number, color, vehicle type and number of people.

(5) Assist the police to investigate the fighting scene and collect all kinds of fighting tools.

4. Emergency measures for food poisoning incidents:

(1) If anyone is found to be poisoned in the hotel, whether by mistake or intentionally taking poison, the following measures should be taken in addition to calling the police immediately:

A. Call the emergency center at "121" for help. If the medical staff fails to arrive in time, the poisoned person will be sent to a nearby hospital for rescue and informed of the poisoning.

B, protect the scene where the poisoned person is, and don't let anyone touch toxic or suspected toxic items (such as drugs, containers, drinks and food, vomit, etc.).

C, arrange parking spaces for the arrival and departure of police cars and ambulances.

D, register the personal belongings of the poisoned person and hand them over to the police.

E, prevent other people from watching.

F, register relevant information (including arrival and departure times of police cars and ambulances, names of police officers, etc.).

J, if the poisoner or suspicious person is found, immediately stay, and the traffic police will ...... > >

question 3: what are the emergency measures for hotel restaurants? Emergency handling manual 1. How to operate in case of sudden power failure and water cut? In case of sudden power failure and water cut in the store, the treatment steps are as follows: 1. Report to the superior department in time. 2, contact the relevant units, understand the reasons for power outages and water cuts. In case of power failure or water cut, you should contact the relevant units in time to find out the reasons. For example, you should contact the power bureau or the landlord to find out the power cut area. If there is only a power outage in the building where our store is located, we can find a room to solve it. If there is a power outage in the whole area due to the power bureau, we should know when to call. 3. Find a solution. At ordinary times, we should have a good relationship with the electric power department. In case of power failure, we should borrow a generator car (with a power of not less than 211 kW) for emergency. After the power failure, try to ensure business. If you can't finish the work, you can contact the adjacent branches and ask for help to ensure the lighting of the business area. If there is no power supply for a while, you can reduce the business area, light candles in the business area in time and receive it as usual. The kitchen can be compressed and produced. In summer, when the temperature is high (over 35℃), guests should be stopped in time when they are unable to operate. In case of sudden water cut-off, immediately contact the relevant units to inquire about the water supply time and contact the adjacent branches in time. At the same time, you can contact the fire department to provide water, and you can also organize employees to fetch water from staff quarters or nearby places to ensure business as usual. Because it is inconvenient to clean tableware without water, disposable tableware can be used as much as possible. In addition, employees can also be organized to take vegetables to the dormitory or a nearby place with water for cleaning. Second, how to operate if there is a sudden local fire? In case of local fire in the store, the specific problems should be solved according to the actual situation. The treatment steps are as follows: 1. In case of fire in the kitchen, the personnel present should use fire-fighting equipment to put out the fire. If the fire is too big to control, they should call 119 in time. 2, in case of diesel stove fire, should immediately turn off the oil valve, and fire extinguisher. 3. If there is a fire in the restaurant, it should be solved according to the location and cause of the fire. If there is a small fire in the gas cart, the gas valve should be closed and pushed away from the guests in time to put it out in time. If the circuit is on fire, the electrician will immediately turn off the power supply and evacuate the customers in time, and organize the fire fighting at the same time. If the fire is too big for our staff to put out, call 119 immediately. 4. If there is a local small fire, it shall be reported to the superior department of the company in time (within 24 hours) afterwards. If the fire is serious, it must be reported to the superior department of the company by telephone at that time, and the incident will be reported in writing afterwards. Third, how to operate when a large area of work suddenly appears? When a large number of employees are suddenly out of work in this unit, the processing steps are as follows: 1. Organize other employees to work overtime to replace the employees who are out of work. 2, timely report to the superior department, from other stores to deploy staff to supplement. 3. Take the initiative to understand the reasons for work stoppage. 4. Find a solution. 5. If you have difficulties in solving it yourself, contact the superior leader in time for help. 4. How to operate when there is a sudden fight? When there is a fight in the store, the handling steps are as follows: 1. If there is a fight among employees in the company, it should be stopped in time and sent to the relevant departments for handling according to the cause and responsible person. At the same time, report to the higher authorities. 2. If there is a fight between customers in the restaurant, other customers next to it should be diverted as appropriate, and the customers next to it should be guided to other areas for consumption, and the documents should be kept as much as possible, so that customers can pay the bill. If the customer fails to pay the bill due to special circumstances at that time, the store manager is responsible for handling and reporting. 3, at the same time, call 111 alarm in time, and protect the scene, pay 111 processing. 4. Report to the superior department. 5. What should I do if I suddenly meet the health, fire and other departments to check? In case of a sudden inspection by the health and fire departments, the handling steps are as follows: 1. A manager should do a good job of reception and try to sit in the restaurant to buy time. 2. Another manager shall handle the items to be inspected in time. For example, during the rush hour, the kitchen is messy, and employees shall be organized in time to pay more attention to the places such as refrigerators, freezers and places where tableware is cleaned. The arrangement of fire extinguishers shall be arranged quickly. 3. After proper arrangement, please ask the inspectors to enter the kitchen for inspection. If the health department makes a sampling inspection, try to scald the tableware with boiling water and hand it over for inspection. 4. If the problem is serious after inspection, find a way to solve it immediately and report it to the higher authorities. Six, the restaurant suddenly received hundreds of delivery orders, how to operate? 1. If you suddenly receive more than 111 delivery orders, you must inform the person in charge of the store at the first time. The person in charge must understand the standards and requirements of the customer's orders and leave the contact number of the other party, telling you to reply in the shortest time. 2. The person in charge of the store called the person in charge of the kitchen to meet and learn about the raw materials ... > >

question 4: how to deal with 71 emergencies in hotel restaurants? 1. What should I do if I find sick guests during the meal? Answer: (1) Do not move the guests without authorization; (2) Inform the superior quickly; (3) Call the 121 emergency number immediately with the consent of relatives

Question 5: How to deal with the emergency and unexpected situation of the hotel switchboard. After receiving the fire confirmation information, the fire center should immediately inform the switchboard and inform the members of the emergency response team to form a fire fighting headquarters in the fire center. At the same time, notify the security foreman on duty to organize security personnel to carry out evacuation, fire fighting and rescue work according to the post arrangement of the fire site;

the security department asks the switchboard to inform the members of the emergency handling team to come to the store to assist the police in their work;

the fire control center informs the switchboard to inform the general manager and other members of the emergency response team to rush to the fire control center, set up a disaster relief headquarters, and direct the personnel of various departments to eliminate disasters and resume production.

Question 6: Hotel attendants need to be trained first when they enter the hotel. Those remedial classes will teach you the emergency measures to take in case of emergency. Finally, the remedial classes will take exams and leave the best students as big officials, which also requires your efforts.

Question 7: Hotel training. What is emergency handling? PPT wenku.baidu/...& Org=1

Question 8: How to deal with unexpected events in hotel catering? 11, imagine what emergencies will happen in general. We can discuss what emergencies will happen together, or check what emergencies will happen online.

generally speaking, for food, natural disasters and personnel factors (guests' and hotel staff's), imagine these possible hazards and then think about the solutions. There are also judgments that need to be made when encountering these situations again. Not all fires have to alarm all guests. For example, if there is a fire in the oil pan in the kitchen, it can be solved and solved. So this is your own judgment.

it is important that you think of everything first.

question 9: how to deal with emergencies? dealing with emergencies is also called crisis management. Crisis management is the process of planning, decision-making, dynamic adjustment, resolution and staff training for enterprises to cope with various crisis situations. Its purpose is to eliminate or reduce the threats and losses caused by the crisis. Crisis management is a specialized management science, which is a pre-established prevention and treatment system and corresponding measures to respond to sudden crisis events, resist sudden disasters and minimize damage.

the connotation of enterprise crisis management

crisis management refers to a new management system that enterprises can avoid and reduce the harm caused by crisis through crisis monitoring, crisis early warning, crisis decision-making and crisis handling, summarize the law of crisis occurrence and development, and deal with crisis scientifically and systematically. The elements of crisis management are:

1. Crisis monitoring

The first step of crisis management is to monitor the crisis. In the period of smooth development of enterprises, enterprises should have strong crisis awareness and psychological preparation for crisis response, and establish a crisis management mechanism to detect the crisis. The more calm the enterprise is, the more attention should be paid to crisis monitoring, and there are often hidden dangers behind the calm.

2. Crisis early warning

Many crises will show some signs before they break out. Crisis management is concerned not only with the treatment of various hazards after the crisis breaks out, but also with the establishment of a crisis warning line. Before the crisis comes, enterprises nip some avoidable crises in the bud, and other inevitable crises can be solved in time through early warning system. In this way, enterprises can calmly cope with the challenges brought by the crisis and reduce the losses of enterprises to a minimum.

3. Crisis Decision

Enterprises make correct crisis decisions on the basis of investigation. Decision-making should be based on the context of the crisis, compare the advantages and disadvantages of several feasible schemes, and then choose the best scheme. The plan should be positioned accurately and implemented quickly.

4. Crisis handling

First, the enterprise confirms the crisis. Identifying the crisis includes classifying the crisis, collecting information related to the crisis to confirm the degree of the crisis, finding out the causes of the crisis, and identifying the scope, degree and consequences of the crisis. Second, control the crisis. To control the crisis, it is necessary to stop the spread of the crisis so that it will not affect other things according to the confirmed crisis. Emergency control is like a firefighter. Third, deal with the crisis. In dealing with the crisis, the key is speed. Enterprises can timely and effectively apply crisis decision-making to practice to resolve the crisis and avoid the losses caused by the crisis to enterprises.

Basic principles of enterprise crisis management

1. Institutionalization principle

It is difficult to completely predict the specific time, actual scale, specific situation and impact depth of the crisis. This kind of emergency will often have a bad influence on enterprises or brands in a short time. Therefore, there should be institutionalized and systematic crisis management and disaster in enterprises.