emergency plan for all kinds of events in new Chinese hotel

In order to provide a safe environment for guests who come to our hotel for consumption, this plan is formulated in view of the actual situation of our hotel in the spirit of being highly responsible for the life and property of each guest and responding to all kinds of emergencies in a timely and effective manner.

1. Procedures and standards for handling lost and left-behind items of customers

Procedure

Standard

1. Received the notice of lost items of customers

1. The head of security department and the head of restaurant rushed to the scene immediately

2. Informed the staff of security department to arrive at the scene of the accident

Take measures

1. Apologize to the customer and listen carefully to the owner's loss of property.

2. and record the place of occurrence and the lost items in the customer's lost items record form.

3. Inform the leaders of relevant departments and posts, and leave the personnel related to the lost case;

4. When the guest explicitly requests to report to the public security organ or the lost property is of great value, the head of the security department should immediately report to the front office manager and the store manager, and at the same time send someone to protect the site, that is, before the arrival of the public security personnel, no one is allowed to enter or leave the site, and no one is allowed to move, take away or put anything in it (in public places, a protected area should be set aside for control).

5. if the owner explicitly requests not to report the case to the public security organ, he will help to find it with the consent of the owner.

3. if you can't find the lost items, you must ask the customer to fill in the lost items form and contact telephone number, and ask the customer to sign it for contact.

a. Name, age, gender, specific time, etc. of the owner;

B. the exact time of the lost item and the last time of seeing the lost item;

C. the exact location and location of the lost items;

D. Name, model, quantity, characteristics, newness, special marks, number of banknotes and denomination of the lost articles;

investigate and handle

1. talk to the people involved in the incident and investigate the situation at the time of the incident.

a. among all the people who contact the site, who will enter first and leave first, etc.

B. according to the time of contact with the site, working procedures, location, memories of the site state, etc.

2. Talk to the attendants on duty when the items are lost. If they have left work, immediately retrieve them from home. If there are more than two people involved, talk separately and pay attention to confidentiality to prevent collusion or * * * keeping the alliance.

3. The key suspects discharged through investigation should obtain evidence as soon as possible, so that the circumstances are clear and accurate.

4. When investigating and handling, we should lay out facts, make sense and attach importance to evidence.

5. Take out the handling opinions and report them to the manager for approval before implementation.

Report handling

1. Record the incident in the Work Daily, and report the Customer's Lost Items Report and the Lost Items Form filled out by the customer to the store manager;

2. If the customer has something accusing the hotel in the Lost Items List, it is forbidden to sign it.

contact

keep in touch with the security department at any time to understand the progress of the situation; So as to inform customers of the results in time.

compensation

if the loss of the customer's articles is really caused by the hotel, it is necessary to contact the customer to give appropriate compensation according to the opinions of the hotel leaders.

2. Disposal of left-behind articles

1. When a customer claims left-behind articles, he must check and verify his valid documents and the said situation;

2. if the situation is true, you can claim it and ask the customer to sign it, and you must make a record;

3. If no customer claims it within 24 hours, the goods must be handed over to the security department for safekeeping, and the handover record should be kept.

II. Procedures and standards for handling stolen and cheated items

Procedures

Standards

Theft and cheating of hotel property and employees' personal property within the hotel

Report

When employees of our store find the theft and cheating of hotel finance and employees' personal property in the hotel, they should report to the superior leaders and the security department in time.

investigation and handling

1. after receiving the report, leaders at all levels should immediately go to the scene to organize and maintain order, protect the scene, and actively mobilize employees to provide information and clues to the security department.

2. after receiving the report, the security department should ask the reporter (reporter) the time and place when the case was discovered and occurred, the name and quantity of the stolen (cheated) property and other information, carefully record it, and report it to the manager in time.

3. The security department should consider the site situation and the value of theft (fraud). If it needs to be reported to the public security organ for handling, it should first report to the store manager for approval.

4. before the public security personnel arrive at the scene, they should organize personnel to protect the scene, and ask the relevant personnel for information, and cooperate with the public security organs at all levels to investigate.

5. For cases investigated and dealt with by the Security Department, the Security Department shall organize personnel to carefully investigate the site, investigate, collect evidence from relevant personnel and make detailed records.

6. If it is necessary to talk to the suspect according to the case, it should be approved by the manager and the contents and methods of the conversation should be studied.

report processing

1. report the survey results to the manager for approval before implementation.

2. after it is confirmed as a case, the security department should fill in the case registration book, form materials and file them.

III. Working procedures and standards for handling the damage of hotel property by customers

Procedure

Calibration

Investigation

After receiving the notice or report of damage of hotel property by departments or customers, the restaurant supervisor must go to the site to inspect and check the damaged property and investigate the damage process of the property to the customers.

asking about the compensation price and claim

asking about the compensation price of the damaged property from the relevant departments.

politely explain the hotel's compensation system to customers and ask them for compensation.

compensation method

the compensation fee must be paid by cash or credit card.

Record and report

Record the handling process in Work Daily and notify the front office manager and relevant departments in time.

IV. Working procedures and standards for handling customer injuries

Procedures

Standards

Going to the site

1. After receiving the report, the restaurant supervisor must arrive at the site with the security personnel within one minute;

2. Ask and check the injuries of injured customers;

3. In case of serious injury, assist security personnel to escort customers to the hospital.

contact

1. Keep in touch with the hospital and report the customer's illness to the manager in time;

2. Cooperate with relevant departments to provide all the help that the hotel can give to the injured, such as providing guest supplies and food.

record

1. record the occurrence and handling of events in detail;

2. Fill in the report including the place, time, injured persons, witnesses and other detailed information, and submit it to the store manager for filing;

3. Copy the medical records of the injured customer, and submit them to the store manager for filing after being signed by the customer.

V. Working procedures and standards for emergency treatment of power outage

Procedure

Calibration

Occurrence of power outage

1. Quickly understand the cause of power outage and take remedial and resettlement measures;

2. Enable the standby lighting system, and record the power failure afterwards.

Take measures

1. Security guards and employees in other positions should immediately turn on the equipped emergency lights

2. The guards should be in place in case of emergency, and quickly take walkie-talkies, flashlights and vigilance to the key parts of the hotel for vigilance.

3. The management personnel of each department should immediately go to the areas and public places under their jurisdiction to maintain and stabilize order, prevent casualties, prevent valuables from being lost, and prevent bills from running away.

4. If the power outage lasts for a long time, all departments shall be notified to take measures to do a good job in safety and service;

Contact

1. Report relevant information to the manager in time;

2. convey the latest instructions of the manager to customers and departments.

Answer the customer's inquiry

1. Apologize to the customer, explain the reason of the power failure and inform that the matter is being handled and inspected;

2. Ask and answer customers who need help, and notify relevant departments to solve customers' needs.

Remarks

The hotel should be equipped with the necessary number of emergency lights

VI. Working procedures and standards for storm emergency treatment

Procedure

Calibration

In case of a storm

Personnel at each post should stick to their posts and never leave their posts without permission or replacement.

countermeasures

1. the engineering department shall inspect the ceiling, exterior decoration and signboards, and reinforce them if necessary. We should do a good job in the protection of power equipment to prevent line failures or electric injuries caused by typhoons. Make sure the sewer is unblocked to avoid flooding.

2. security guards should pay attention to and guide the parking of vehicles to avoid being damaged by falling objects. At the same time, we should strengthen our vigilance to prevent bad guys from taking the opportunity to commit crimes.

VII. Working procedures and standards for handling vicious incidents

Procedures

Standards

When vicious criminal cases such as fighting, murder and robbery occur in the store, employees should immediately report to the security department or superior leaders

and handle them

1. The head of the security department and security personnel should bring necessary equipment and electric batons, walkie-talkies, notebooks and so on.

2. Prompt dissuasion that can be stopped according to the severity of the incident; If the situation is serious, evacuate the personnel immediately, delimit the warning zone, and immediately ask the store leader whether to report the case to the public security department.

3. If the hotel articles are damaged, the information of the person who caused the accident should be recorded for claim.

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.

Results

1. The front office manager is responsible for delivering all kinds of information and taking care of the belongings and luggage left by the guests; Provide items needed to rescue the wounded;

2. The crime department should find out whether the facilities and equipment have been damaged, the degree, quantity and direct economic loss value.

3. In case of serious injury, the marketing manager should contact the municipal emergency center for rescue according to the instructions of the store manager. In case of death, the public security department will handle it.

VIII. Working Procedures and Standards for Preventing and Handling Fraud

Procedure

Standards

Scope

1. Pretending to be a waiter to cheat customers out of their meals;

2. defrauding cash on the pretext of buying alcohol and tobacco, making odd changes, making whole meals, etc.

3. Especially those who repeatedly give money back, they must be highly vigilant to prevent them from using verbal traps and drug psychedelic fraud.

Prevention

1. The Finance Department conducts professional knowledge training for cashiers located in various business locations, and is proficient in the professional knowledge and skills of distinguishing genuine and fake credit cards and identifying counterfeit money.

2. Cashiers are familiar with the "blacklist" of payment termination notified by banks, and stick to the inspection and review system to plug loopholes;

3. The cashier must strictly follow the credit card inspection procedures and carefully check the validity period of the credit card and the unique marks on the card.

4. carefully identify the authenticity of currency, especially the currency with large face value, and adhere to the principle of checking every advance. If counterfeit banknotes are found, they should be reported to the security department immediately, and the security department and the finance department will handle them;

The following measures should be taken to

those who have stopped paying credit cards, fake credit cards or counterfeit money:

1. Contact the issuing bank to determine the authenticity of the credit card. Once it is confirmed that it is a fake credit card or counterfeit money, immediately notify the Finance Department and the Security Department in a predetermined way;

2. Upon arrival, the personnel of Finance Department and Security Department will be told to replace or cancel the transaction.

3. report to the public security organ as appropriate.

IX. Working procedures and standards for handling food poisoning incidents

Procedure

Standard

Receiving reports

Inform the security supervisor and restaurant supervisor immediately

2. Take care of the poisoned person, don't leave the patient alone, don't move anything, and protect the scene.

countermeasures

security supervisor and restaurant supervisor arrive at the scene

security supervisor's responsibilities:

1. Depending on the severity of poisoning, take them to the hospital or dial 121 emergency number and call the police.

2. Send full-time guards to protect the site, and don't let anyone touch toxic or suspected toxic items.

3. register the personal belongings of the poisoned person.

4. send the relevant information (including the information of the poisoned person: name, telephone number, unit and family telephone number; Rescue information: arrival and departure times of police cars and ambulances, names of police officers, etc.

Responsibilities of restaurant supervisor:

1. Report to the front office manager and store manager as appropriate.

2. Conduct special control on suspicious food and related tableware to prepare for inspection and prevent others from poisoning.

3. Make records of the visits to the discoverer and the on-site insider.

4. explain to the guests to stabilize their mood.

aftermath

1. According to the guidance of hotel leaders, the manager's office shall notify the public security organ and the health and epidemic prevention department respectively, and the manager's office and the catering department shall do a good job of reception respectively and assist them in the investigation.

2. The sales department shall notify the reception unit and family members of the poisoned guests, and explain the situation to them to assist in the aftermath.

3. In case of food poisoning of internal employees, the manager's office is responsible for the aftermath.

working procedures and standards for fire and accident treatment

in order to prevent the occurrence of fire accidents, or the expansion and spread when they occur, the hotel has a fire headquarters, which is located in the hotel fire center. The general commander is the store manager. In case of fire, the commander-in-chief has the power to directly command, give orders and organize rescue. The handling rules are as follows:

1. Fire alarm

Anyone who finds burnt smell, fireworks, abnormal heat and other fires in the hotel has the responsibility to call the police in time. The fire alarm shall be handled according to the following procedures.

(1) Call the in-store alarm phone xxx in case of fire. When giving an alarm, make clear the specific location of the fire, what is burning, the size of the fire, the name, identity, department and position of the alarm person;

(2) If possible, put out the fire first, then report to the fire control center and protect the site. If the fire is not allowed, the red emergency alarm button on the wall of each passage and floor should be used immediately to call the police. (Just press the middle contact hard)

(3) Never shout "Fire" when you find a fire. If the fire is big, you must report it to the hotel commander-in-chief quickly before you can call 119.

ii. confirmation of fire

after receiving the alarm from the alarm or calling the police by telephone, the fire center should immediately notify the restaurant supervisor to bring the master key to the scene, and at the same time, the firemen (or guards) of the security department should bring the walkie-talkie to the scene to confirm whether the fire exists, and at the same time, they should bring portable fire extinguishers nearby to make preparations for fire fighting.

when confirming the fire, you should pay attention to: don't open the door hastily, try the door body first, if there is no temperature, you can open the door to check; If the temperature is high, it can be confirmed that there is a fire inside. At this time, if someone is in the room, you should try to save people first. If there is no one, you should prepare for the fire before opening the door to put out the fire. Don't face the door when you open it.

III. Fire Notification

After the fire is confirmed, the operator on duty immediately informs the security department and the engineering manager (or the personnel on duty) to rush to the scene and form an investigation.