Emergency Plan of Xinshun Hotel I. Emergency Team: Team Leader: General Manager. Deputy Head: Executive Deputy General Manager: General Manager's Office, Finance Manager, Security Manager, Front Office Manager, Catering Manager, Housekeeping Manager and Sales Manager. In case of emergency, the manager on duty is responsible for handling it before the members of the handling team arrive. Second, emergency measures to deal with all kinds of emergencies: 1, emergency measures for robbery cases: (1) When a robbery case occurs in a hotel, if the robber is armed, the staff on the scene should avoid confrontation with the gangster, 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 must wait for an appropriate opportunity to catch the robbers and hand them over to the police, but don't act rashly to avoid unnecessary casualties. If the staff of the monitoring center finds a hotel robbery, they should immediately notify the department manager or high-value manager and report to 1 10 as instructed. (2) If the robbers fled the scene by car, they should write down their license plate number, color, 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 crowded places such as traffic arteries and public places, it should be packed in plastic bags and handed over to the police. (5) Interview witnesses, collect information about robbery and provide it to public security organs. At the same time, the relevant personnel shall not leave before the public security personnel inspect the site or complete the treatment. (6) The personnel present shall not disclose any information to the media or irrelevant personnel, and shall not take photos. (7) If there are any injured persons, they should be sent to the hospital for treatment immediately 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 team can set up a headquarters on the incident floor and call the police at the first time. (3) Before the police arrive, the news should be blocked, and it is strictly forbidden to disclose the scene situation to irrelevant personnel, so as not to cause panic among guests and onlookers, which will lead to robbers taking risks and endangering the safety of hostages. (4) Try to meet some reasonable requirements of robbers, such as sending water and vegetables to stabilize the robbers' mood. (5) Security personnel and equipment personnel are on standby nearby to coordinate with public security personnel to draw the alert range. At the same time, evacuate the guests in the room where the robbers are located to prevent the robbers from carrying explosive dangerous goods. (6) Collect and sort out information such as room occupancy, 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, stop dissuasion immediately and disperse the onlookers. (2) If both parties don't listen to stop, and the situation continues to develop and the scene is difficult to control, they should report to the public security organ in time and notify the relevant personnel of the hotel. Security personnel should arrive at the scene quickly to prevent damage to hotel items. (3) If the hotel articles are damaged, the hitter should be stopped and demanded compensation. If there are injured people, the traffic police will give first aid and then deal with them. The scene must be kept intact for the police to investigate and help the police identify the troublemaker. (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 scene of the fight 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, in addition to immediately calling the police, the following measures should be taken: a. Call the emergency center "120" for help. If the medical staff fails to arrive in time, send the poisoned person to a nearby hospital for rescue and inform the poisoned person. B, protect the scene of the poisoned person, don't let anyone contact with toxic or suspected toxic items (such as drugs, containers, drinks and food, vomit, etc.). C. arrange parking spaces for police cars and ambulances when they arrive and leave. D register the personal belongings of the poisoned person and give them to the police. E, prevent others from watching. F relevant information (including arrival and departure times of police cars and ambulances, names of police officers and other information) shall be registered and put on record. J, found poisoners or suspicious personnel, immediately stranded, pay the traffic police. 5. Typhoon emergency measures: (1) Personnel at all posts shall stick to their posts and shall not leave their posts or replace them without authorization. (2) The equipment department shall check the ceiling, external decoration and signs, and reinforce them when necessary. It is necessary to do a good job in the protection of power equipment to prevent typhoon from causing line failure or electric shock. Ensure the sewer is unblocked and avoid flooding. (3) Security personnel should pay attention to and guide vehicles to park to avoid being damaged by blown objects. At the same time, we should strengthen our vigilance to prevent criminals from taking the opportunity to commit crimes. 6. Emergency measures for the occurrence of explosives (threatening phone calls): (1) Handling measures when receiving a bomb threatening phone call: A. Anyone who receives a bomb threatening phone call should listen carefully to every word, noise and background sound of the caller so as to guess the location of the caller. B. Pretend that you can't hear the phone clearly, delay the busy time of the caller to get as much information as possible, and make detailed records. C, if the caller agrees, you can transfer the call to the general manager or high-value manager. At the same time, inform the security guard to take prompt action. D. If you hang up after the call, please inform the high-value manager and hotel management immediately so as to take further actions and countermeasures. If you have recording equipment, you should record the call in time. (2) Handling measures after receiving the call: A. Keep the contents of the call absolutely confidential and immediately notify the general manager and high-value manager. B. After receiving the alarm, the general manager and the high-value manager shall report to the public security organ in time and convene an emergency team for consultation. C the emergency team should evaluate the incident and decide whether it is necessary to organize personnel to search for bombs. D. Inform the police that in order to avoid crowd gathering and prevent the perpetrators from spreading dissatisfaction and creating panic in public places, plainclothes security guards should be dispatched to public places to be on alert quickly, and uniformed security guards should be dispatched for peripheral alert. E. When the police arrive at the scene and conduct a search, the security department shall notify the managers of relevant departments to cooperate with the police. (3) Method of bomb search: In principle, employees are not allowed to participate in bomb search, but if employees voluntarily determine the risk factor, they can use relevant tools to search according to relevant procedures. First, the emergency team or safety manager is responsible for guiding the appropriate search action. B. Without confirmation, the search personnel shall not touch or interfere with any package, box or other object that may contain explosive devices. C, if found, should promptly report to the emergency team or safety manager. After receiving the report, the security manager must notify the police and send security personnel to isolate the area where the bomb or suspicious items are located. D. When the police arrive at the scene to detect and dismantle suspicious items, they should evacuate irrelevant personnel nearby and notify the management personnel of relevant departments to cooperate with the police to ensure the safety of people's lives and property. (4) Cooperate with relevant departments to handle the incident. A. The emergency team should pay close attention to the development of the situation and seriously answer the questions of the guests. B properly handle the panic of the guests about the bomb threat. C, cooperate with the public security organs to carry out relevant investigations, and keep close contact with relevant personnel. D. If the guest requests to speak to an authority, the operator can transfer the call to members of the emergency response team. E. In case of any change in hotel conditions, the operator shall immediately notify all department managers of the instructions of the emergency team. F, the security department is responsible for sending people to the entrance near the danger zone, and irrelevant personnel are strictly forbidden to enter. D, prevent the perpetrators from spreading discontent in public places and creating panic. J. If the police arrive, the alert personnel should guide them to the scene from the rear. Security personnel must remain vigilant until the emergency is over. H, in the event of accidents and personal injuries, the office is responsible for organizing personnel rescue and evacuation. A, if the scene of the incident involves electrical appliances, mechanical equipment, equipment department should cooperate with the police. 7. Emergency Measures for Accidental Injuries of Hotel Guests Purpose: In daily life, guests will inevitably stumble and be injured to varying degrees. In order to ensure the normal life of guests and let them feel the warmth of home after being hurt, according to the hotel situation, there are two situations. Definition of minor injury: under the influence of external conditions (such as rain, wet bathroom floor, unbalanced bathroom water temperature, unequal carpet), guests slip, fall, burn, cut, etc. , causing minor injuries to body parts. Procedures: 1. When a hotel guest is slightly injured in the hotel. 2. The security supervisor on duty shall immediately cooperate with the assistant manager in the lobby to check the guest's injury and appease the guest, and notify the general manager's office as soon as possible. 3. After receiving the report, the general manager's office immediately contacted the medical staff to provide medical treatment for the guests. Medical staff will put forward reasonable suggestions to the injured according to the injury situation of the guests. If you need to go to the hospital for treatment, the assistant manager in the lobby will arrange someone to accompany the guests. If at night, the front office will send someone to accompany the guests to the hospital by taxi. 4. According to the situation, the assistant manager in the lobby will arrange the food and beverage department to send fruit bowls to the guests. 5. If it is confirmed that the guest is slightly injured in the hotel area, the financial department will make an appropriate assessment of the guest's injury, report it to the management, and assist the guest to claim compensation from the insurance company. 6. Housekeeping department is responsible for cleaning up the scene. 7. The Equipment Department arranges personnel to inspect the related equipment in the injured area of the guest and repair the faulty equipment. 8. Relevant departments should follow up afterwards. Definition of serious injury: under the influence of external conditions (such as rain, wet bathroom floor, unbalanced bathroom water temperature, panic, etc.). ), the guest slips, falls, burns, cuts, etc. , causing serious injuries to body parts. Procedures: 1. When a hotel guest is seriously injured in the hotel. 2, the security supervisor on duty immediately cooperate with the assistant manager in the lobby to check the guest's injury and appease the guest. 3. According to the guest's injury: If the guest is seriously injured, the assistant manager in the lobby will immediately use the first aid kit to provide simple medical treatment for the guest and notify the management. At the same time, dial "120", and the hospital will send a car to take the guests to the hospital for treatment. 4, according to the needs of the situation, the food and beverage department is responsible for catering, arrange special delivery. Housekeeping department is responsible for cleaning the site. 6. The Equipment Department shall arrange personnel to check the related equipment in the injured area of the guest and repair the faulty equipment. 7. The assistant lobby should report the injured situation and treatment methods of the guests to the hotel management in time. The hotel management should arrange personnel to visit the injured in the hospital, explain the reasons to the guests and appease them. 8. If it is confirmed that the guest is slightly injured in the hotel area, the financial department will make an appropriate assessment of the guest's injury, report it to the management, and assist the guest to claim compensation from the insurance company. 9. Relevant departments should follow up afterwards. 8. Handling procedures for sudden death of hotel guests Purpose: When hotel employees encounter sudden death of guests in their daily work, in order to protect other guests from being disturbed, safeguard the interests of the hotel and reduce unnecessary troubles. Guide the work of various departments when such incidents occur. Procedures: 1. When employees encounter such incidents in their daily work, they should immediately notify the management personnel on duty and the security department, and the security department will inform the hotel management personnel that the employees concerned must do a good job of confidentiality. 2. After the hotel management rushed to the scene, it was commanded by the general manager or the person with the highest administrative position, and reported to the local police station to intervene in the case investigation. 3. After the security department receives the report, the on-duty supervisor will lead the standby team members to do a good job of blocking and protecting the scene without affecting the surrounding guests. The personnel of the fire control center will quickly find the video data of the site area and make a backup. 4. After receiving the report, the assistant manager of the lobby should provide the unlocking record to the security department as soon as possible, and extract all the information of the dead guests in time, as well as the information of the related guests and the guests on the corresponding floor. The security department will arrange special personnel to call the police to intervene in the investigation. 5. If the deceased is a guest of a company that has an agreement with the hotel, the sales department should contact the person in charge of the company and invite the person in charge of the company to the hotel to assist in the investigation. 6. The sales department assists the finance department to contact the family of the deceased guest, and the finance department assists the family of the deceased to claim compensation from the relevant departments. 7. The Housekeeping Department cooperates with the Front Office Department to provide the police with rooms for handling cases on the corresponding floors. 8. After investigation by the police, if it is a natural death, the police will agree to transfer the body of the deceased to the funeral home, and the assistant lobby manager will inform the local funeral home staff to be present for treatment. The duty supervisor of the security department is responsible for arranging the standby team to control the fire elevator, and the body of the deceased will be transported out by the hotel staff elevator. 9. In case of a murder case, after the police file a case, the Ministry of Security will fully assist the police in the investigation, submit all the materials involved to the police, and keep in touch with the police at any time until the case is solved (the method of handling the body is the same as above). 10. After the incident is handled, the security department should write a written report on the same day and submit it to the hotel management, and keep relevant information on file for future reference. Nursing: 1. The assistant manager in the lobby is responsible for keeping in touch with the family of the deceased and following up related matters. If the deceased is a foreign guest, the foreign affairs office of the public security organ shall be responsible for handling relevant matters, and the hotel management shall arrange the front office to receive the family members of the deceased. If it is homicide, the assistant lobby manager will inform the family of the deceased after the police solve the case. 2. Housekeeping department is responsible for disinfecting and sorting out the rooms where the deceased lived for many times, replacing some furniture and electrical appliances, keeping the belongings of the deceased and waiting for the families of the deceased to collect them. If it is a homicide case, after the police file a case, the security department should ask the police about the investigation results. After the police solve the case, the security department will write a written report to the hotel management and file the relevant materials. 3. When accepting media consultation, the general manager's office is responsible for releasing information to the outside world. The content of the information released must be approved by the hotel management, and no other department or employee may disclose any relevant information. 9. Procedures for handling hotel loss reporting Purpose: In order to ensure the property safety of guests and employees and safeguard the image and interests of the hotel, guide the duty supervisor of the security department and the assistant manager of the lobby to handle loss reporting through standardized procedures. Handling process for reporting the loss of a guest: 1. After receiving the report of loss, the security department immediately informed the assistant manager of the lobby and the security supervisor on duty to jointly investigate. The investigation is mainly conducted by the security department, and the assistant manager in the lobby is responsible for cooperation and translation. 2, a detailed understanding and record the owner's name, room number, nationality, address, contact information, lost name (including brand, model, value, old and new degree; The corresponding characteristics such as the type and denomination of banknotes), the time when the article was last seen, and the process of loss. And ask the owner to sign the lost item for confirmation. 3. In the process of investigation, the owner should be reminded to recall the situation before and after coming to the store, such as whether it was checked before coming to the store and whether it was misplaced after coming to the store. Confirm the exact location of the owner's goods. With the consent of the guests, you can look for lost items in the relevant areas and investigate and ask relevant employees. 4. Confirm whether the guest's belongings are lost in the hotel, such as credit cards, traveler's checks, documents and other valuable documents and materials, and assist the guest to inform the bank and other relevant departments in time; If the guest loses his passport, ID card and other documents, send someone to accompany the guest to the local police station and the Foreign Affairs Section of the Municipal Public Security Bureau to report the case and go through the relevant formalities. 5. Anyone who reports the loss of a guest should ask whether the guest agrees to report the loss. If so, the security department will send someone to accompany him to report the loss. If a guest's property is lost outside the hotel, the security department will issue a corresponding certificate, and the owner himself will report the case to the public security organ. 6. Confirm that the case is serious and serious, immediately report it to the public security organ and protect the scene. During the internal investigation, the personnel related to the case are not allowed to leave the hotel, and people are sent to check the work area and lockers of the personnel related to the case. If the relevant personnel have left the hotel, they should be sent back immediately for investigation. If there is the possibility of an internal employee committing a crime, or there is evidence of his crime, he should first be controlled and forbidden to contact with the outside world. Ask the hotel management for instructions, prepare the report materials and send them to the public security organs for handling. 7. If the guest's belongings are lost in the hotel and have not been recovered, the financial department will assist the guest to make an appropriate assessment of the lost items and claim compensation from the relevant departments. 8. If the guest's belongings are recovered, the claim procedures should be carefully performed, and the guest himself or his agent must sign the lost and found form and leave a copy of the certificate before taking it back. 9. After the incident is handled (no matter where the lost items go), the security department should write an incident report on the same day and submit it to the hotel management, and keep relevant information on file for future reference. Remarks: The process of reporting the loss of an employee is basically the same as that of a guest. When you report the loss, you must first report it to the head of human resources department, who will accompany you to the security department to report the loss. If it is found that it is done by an insider, the security department will write a report and submit it to the hotel management, who will propose a solution.