危機(jī)管理計(jì)劃中英文版CrisisMa

1、Crisis Management Plan 危機(jī)管理計(jì)劃 XXX 英文 XXX 酒店 鍵入文字 Contents 目錄 Introduction 3 前言 Part I Definitions 4 第一部分：名詞解釋 What is A Crisis 4 什么是危機(jī) What Are The Key Goals? 5 危機(jī)處理的主要目的 Emergency Response Team (ERT) 5 緊急反應(yīng)小組 The Crisis Management Team (CMT) 5 危機(jī)管理委員會 Primary Responsibilities of the CMT 7 CMT 的主要職責(zé)

2、 CMT Member Major Assignments 8 CMT 成員主要任務(wù) Fire Fighting Team (FFT) 12 義務(wù)消防隊(duì)員 Responsibility of FFT 12 義務(wù)消防隊(duì)員的職責(zé) 鍵入文字 Part II Crisis Management 13 第二部分：危機(jī)管理方案 Fire Alarm however, the decision may be made to begin a search before the police or fire brigade has responded. A search must be carefully an

3、d properly made. 不可忽視任何威脅電話，可以在警察未到之前進(jìn)行檢查，但必須小心 Since bombs may not even look like bombs and may or may not be concealed, the thoroughness of a search and its ultimate access will depend upon the skill of the searchers. 炸彈也許看上去不像炸彈或被隱藏地很好，所以要依靠專業(yè)人士進(jìn)行徹底細(xì)致地檢查 Unless information has been received as to

4、 where the bomb is located, the search should start on the outside and work toward the inside. Once on the inside, searching starts from the lowest level and works up. 除非已經(jīng)知道炸彈放置的確切位置，否則檢查要從外至里，從下至上進(jìn)行 Exterior searches should begin at ground level and close attention to entrances, trash cans and par

5、ked vehicles. 建筑物外部檢查應(yīng)首先檢查地面開始，注意入口處、垃圾筒及停放的車輛等。 The inside search should begin with an immediate check of those interior areas most likely to attract a bomb. Including: public areas, reception desk, restrooms, etc., 32 鍵入文字 建筑物內(nèi)部檢查要從那些看起來特別容易放置炸彈的地方入手，包括：公共區(qū)域，接待處，洗手 間等。 The team should move systema

6、tically and areas searched should be marked with yellow chalk to eliminate duplication by other search teams. 檢查要有系統(tǒng)地進(jìn)行，并做好記號，不要重復(fù)檢查 UPON DISCOVERY OF ANY SUCH DEVICE，ALL PERSONNEL ARE NOT TO TOUCH OR IN ANY WAY DISTURB THE DEVICE. Notify police and/ or the Fire Department immediately. 所有人員都不得擅自觸摸可疑

7、物品，應(yīng)立刻通知警察和消防隊(duì)。 Evacuation should be undertaken immediately, using the evacuation plan. Make sure the police explosive specialists have been notified. The following damage control procedures should be initiated. 立即疏散人群，并通知防爆警察，然后實(shí)施以下措施 Any first aid team should be moved into position to provide rapi

8、d assistance in the event of a detonation. 立刻組織急救小組，以備突發(fā)事件的發(fā)生 Utility services such as gas and fuel oil that may contribute to a fire or explosion should be shut off in the bomb area. 在炸彈放置區(qū)域立即切斷一切易爆燃電源，比如氣體或燃油等 Depending on the size and the nature of the bomb, only the floor where the bomb is and t

9、he floors above and below the bomb may have to be evacuated. When any question exists, evacuation should be ordered for a distance of 300 feet from the bomb or suspected bomb. 依據(jù)炸彈的大小及性能，判斷如何疏散人群：僅疏散該樓面客人，還是炸彈所在樓層的 上面或下面樓層，若事態(tài)嚴(yán)重，應(yīng)疏散距離炸彈或可疑物品 300 英寸遠(yuǎn)的人群 Any materials that might ignite and contribute

10、to fire damage during detonation should be removed. 移走任何可能會引爆炸彈的物品 Protective structures in the form of blast and fragmentation barriers can be erected to minimize damage when the necessary materials are available.A double row of sandbags, mattresses, or even overturned desks can be placed between t

11、he suspected bomb and any equipment or wall considered vulnerable. The barrier should not touch the bomb or the surfaces to be protected and should not be made of material that will fragment and contribute to any shrapnel generated by the detonation. The device SHOULD NOT be covered with any heavy b

12、arrier material. 在條件允許的情況下，應(yīng)采取保護(hù)措施，以防止爆炸及碎片可能導(dǎo)致的傷害。在炸彈及 爆炸物的中間可放置兩排沙袋，氣墊或翻倒的桌子，隔離物不能是易燃易爆的，也不能 接觸炸彈及其表面，該裝置不能被任何障礙物覆蓋住 Whether or not to evacuate is a management decision, and should be based 33 鍵入文字 on information given by the caller. If, after analysis of the call, the threat is deemed serious, th

13、e Forum should be evacuated and searched. If there has been no call, but a package or device is discovered, then the Forum should be evacuated in an immediate and inform department concerned. 接到威脅電話后，只有管理層可以下令疏散人群。在對電話做出分析后，認(rèn)為危害的可 能性存在后， 應(yīng)立即疏散人群并進(jìn)行徹底檢查。 若沒有接到電話但發(fā)現(xiàn)了可疑的包裹或 裝置，仍應(yīng)立即疏散人群并通知相關(guān)部門 - When it

14、 is announced that the Forum will be evacuated, follow the Evacuation Procedures. 一旦宣布需進(jìn)行疏散，應(yīng)根據(jù)該手冊中的疏散程序操作 - Make sure electrical equipment is unplugged. This allows searchers to listen for timing mechanisms. 確定所有電源插頭被拔去，搜查人員仔細(xì)傾聽定時器的聲音 - Remove each register drawers and keys from registers. 拿走收銀機(jī)的抽屜

15、及鑰匙 - Remove each register drawers and keys from registers. 轉(zhuǎn)移該區(qū)域的客人和員工 - Secure area no one may enter. 危險(xiǎn)區(qū)域 -任何人不得入內(nèi) - DON T PANIC 不要驚慌 It should be remembered that in making the decision of whether to evacuate or not, the managements first consideration should be for the safety of guests and staff

16、. 必須記住：決策層在作出是否疏散人群決定時首先需考慮的是人們的生命安全 IF A BOMB HAS DETONATED 如果爆炸物已被引爆 Spot check carefully in case a second bomb activates. If someone suspicious is found, try to apprehend the person and turn over him/her to PSB. 檢查有無其它爆炸物，如果發(fā)現(xiàn)可疑人物立刻拘捕并轉(zhuǎn)交警方 Check the immediate environment, avoid poisonous gas. 要注意

17、現(xiàn)場是否存在有毒氣體，防止中毒 Cut off any power, guard against electric shock. 現(xiàn)場周圍立即切斷電源防止觸電 Prevent ashes to come to flame again after ventilation is resumed 防止通風(fēng)后被覆蓋的余火再次復(fù)燃 EXPLOSION INVESTIGATION 爆炸原因的調(diào)查 34 鍵入文字 First, ascertain the nature of the explosion is it an accident or incident, and take photos as rec

18、ord. According to the nature of the explosion, PSB and the Fire Department will handle the investigation. 首先要查清爆炸的性質(zhì)，對現(xiàn)場進(jìn)行拍照。是爆炸事故還是爆炸事件，只有區(qū)分了性質(zhì)，才能得 到正確處理。此項(xiàng)工作主要由公安機(jī)關(guān)和消防局處理 BOMB THREAT PLACE THIS UNDER TELEPNONE CALLER S VOICE 對方的聲音 BE CALM, COURTEOUS. LISTEN, DO NOIT INTERRUPT. 保持冷靜、禮貌，不要打斷對方 Calm

19、Angry Exited Slow Rapid Soft TIME CALL RECEIVED: 收到來電時間 TIME CALL ENDED: 結(jié)束電話時間 IF VOICE IS FAMILIAR, WHO DID IT SOUND LIKE?如果聲音熟悉，聽起來像誰 QUESTIONS TO ASK 提問 BACKGROUND SOUNDS 環(huán)境聲音特征 1. WHEN IS BOMB GOING TO EXPLODE 炸彈何時引炸？ 2. WHERE IS IT RIGHT NOW 炸彈在哪里？ 3. WHAT DOES IT LOOK LIKE 炸彈外觀？ 4. WHAT KIND

20、IF BOMB IS IT 何種類型炸彈？ 5. WHAT WILL CAUSE IT TO EXPLODE 如何引炸炸彈？ 6. DID YOU PLACE THE BOMB 是你安放炸彈？ 7. WHY 為什么安放炸彈？ 8. WHAT IS YOUR NAME 你的名字是什么？ 9WHAT IS YOUR ADDRESS 你的地址是什么？ 10. ARE YOU CALLING FROM A PAY PHONE 你是用投幣電話？ 35 鍵入文字 YES NO 11. LOCATION AND/OR NUMBER 打電話位置和回電號碼？ SEX： 性別： M / F RACE ： 民族 A

21、GE ： 年齡 EXACT WORDING OF THREAT: 具體威脅語言 Plan 4. Power Failure 應(yīng)急預(yù)案 4：緊急停電 Policy: 原則 Ensure the safety of life and property of SWFC Forum guests and employees in the case of power failure. 在突發(fā)重大停電事故的情況下，確保客人和員工的生命財(cái)產(chǎn)安全。 Procedures: 程序 GM 總經(jīng)理 負(fù)責(zé)對外聯(lián)絡(luò) Overall control. 發(fā)布各類命令，進(jìn)行全面指揮 Responsible for outsi

22、de coordination. Make decision for problems arising. 對發(fā)生的各類突發(fā)事件作出處置決定 Respond quickly to department s report. 及時回答各部門的請示 Chief Engineer: go to the accident scene 總工程師的位置在事故現(xiàn)場 Direct maintenance. 組織搶修 Coordinate with other departments. 負(fù)責(zé)聯(lián)系酒店外有關(guān)部門 Report to GM on situation of repairing. 及時向總經(jīng)理匯報(bào)工程搶修情

23、況 Ensure normal operationand safety of other equipment. 確保其它設(shè)備設(shè)施的正常 運(yùn)轉(zhuǎn)和安全 Complete other assigned tasks and ensure the broadcasting system in working order. 完成分配的其它任務(wù)，確保應(yīng)急廣播系統(tǒng)的正常運(yùn)轉(zhuǎn) 36 鍵入文字 F 在洪水發(fā)生之前，酒店應(yīng)備有以下設(shè)備 : A supply of containers suitable for drinking water (1/2 gallon per person per day for thr

24、ee days). 適用于存放飲用水的容器 (可供應(yīng) 3 天，撼人每天供應(yīng) 1/2 加侖 .) Battery-operated radios with spare batteries. 備用電池的收音機(jī) Flashlights with spare batteries. 有備用電池的手電筒 Two rolls of polyethylene. 2 卷撕裂袋 Burlap bags suitable for sandbagging (burlap will stretch and not tear as it absorbs water). 適用于裝沙袋的粗麻袋 ( 粗麻袋能夠拉伸，在吸水時不

25、會破裂) Fully stocked first aid kit. 醫(yī)藥物品充足的急救箱 Ropes for lashing down objects that could be swept away. 用于捆扎松動物品的繩子 List of emergency contacts. 緊急聯(lián)系人的名單 Means for removing small amounts of water from public areas. 可用來排除公共區(qū)域少量積水的工具 51 鍵入文字 責(zé)任分配 Division of Responsibility General Manager: 總經(jīng)理 Monitor ra

26、dio and television broadcasts for flood information updates. 監(jiān)控廣播和電視對洪水災(zāi)情的最新報(bào)道 Follow the progress of preparation within the hotel. 在酒店內(nèi)部開展準(zhǔn)備階段的工作 Determine how many employees are needed and are willing to remain at the hotel during the emergency. 確定需要的員工人數(shù)以及愿意在緊急時刻留在酒店的人數(shù) Maintain contact with seni

27、or management and the Risk Management department, and the local authorities. 保持與高級管理層，風(fēng)險(xiǎn)管理部門和當(dāng)?shù)卣块T的聯(lián)系 Director of Engineering: 工程總監(jiān) Move tools and equipment to an upper floor. 工具和設(shè)備搬移到高區(qū)樓層 Begin filling sandbags and sealing all low level entrances. 開始裝沙袋并封鎖所有低區(qū)入口 Lash the garden furniture, trash ca

28、ns and other outside fixtures in place. 清除屋項(xiàng)花園等處的家具、垃圾罐和其它外面的裝置 Check emergency lighting systems. Sandbaggingwhen possible shouldprotect ground level emergency generators. 檢查應(yīng)急燈系統(tǒng)。如果可能，沙袋應(yīng)保護(hù)一樓應(yīng)急發(fā)電機(jī) Disconnect power to all lower level portions of the hotel, if required. 如有需要，切斷酒店低區(qū)所有電源 Check to ensur

29、e that all sewer and roof drains are clear of obstructions. 檢查并確保所有下水道，屋頂排水溝暢通無堵塞 Housekeeper: 行政管家 Remove the furniture from all low-level rooms and store on upper floors. 將所有低區(qū)房間和倉庫的家具搬至高區(qū)樓層 Relocate as many housekeeping supplies as possible to upper floors. Goods that cannot be placed on upper fl

30、oors should be moved to the top shelves. 盡可能多地將客房部物品搬到高區(qū)樓層。不能放置在高區(qū)樓層的貨物應(yīng)移到頂層貨架 52 鍵入文字 Fill tubs and sinks on upper floors with water to be used for drinking, washing, and sanitation. 在高區(qū)樓層的浴缸和水槽里放滿水，用于飲用、洗滌和洗漱 Cover furniture that cannot be moved 將不能移動的家具遮蓋起來 Director of Food and Beverage:餐飲總監(jiān) Move

31、 at least a three-day supply of canned goods and other nonperishable food items to an upper floor. 將至少能供應(yīng) 3 天的罐裝食品和其它不易變壞的食品搬到高區(qū)樓層 Relocate candles, cooking utensils and sterno to a room near food 將蠟燭、烹飪用具放置在一個離食品最近的房間 Clean, sterilize and fill the drinking water containers before moving them to an

32、upper floor. 清潔、消毒容器并裝滿飲用水，然后放到一個高區(qū)樓層 Purchase and store, with the food items, a three-day supply of paper plates, plastic flatware and trash bags 采購并貯存能供應(yīng) 3 天的紙盤 ,塑料餐具和垃圾袋 Move stored food and liquor to the highest shelves to avoid possible contamination. 將庫存食品和酒類放到最高貨架，以避免可能造成的污染 Turn freezers and

33、 refrigerators to the coldest settings. Do not open these unless necessary. 冰箱的溫度調(diào)到最低，不要打開除非萬不得己 Front Office Manager: 前臺經(jīng)理 Fill the hotel vehicle with fuel and park it in a high, protected area. 為酒店車輛提供燃料 ,并?？吭谳^高的、受保護(hù)的區(qū)域 Contact the guests and explain the weather conditions and the emergency prepar

34、ations of the hotel. Offer guests the opportunity to decide if they should stay or leave. 與客人聯(lián)絡(luò)并向他們解釋天氣情況以及酒店的應(yīng)急準(zhǔn)備工作。給客人決定去留的機(jī)會。 Relocate guests from lower floors to upper floors. 將客人從低區(qū)樓層遷移到高區(qū)樓層 Move essential accounting records, cash, office machines, etc., to upper floors, if required. 如果需要，將重要的財(cái)

35、務(wù)賬目，現(xiàn)金、辦公用品等搬到高區(qū)樓層 Provide the latest weather information to guests 向客人提供最新的天氣信息 Guests and employees:客人和員工 53 鍵入文字 Avoid areas subject to sudden flooding 避開易遭受意外洪災(zāi)的區(qū)域 Do not attempt to cross water that is deeper than the level of your knees 不要試圖穿過高過你膝蓋的水面 Do not attempt to drive over flooded roads

36、不要試圖駕車開過洪水淹沒的道路 Alter the Flood Waters Recede洪水退去后 Dispose of damaged or fresh food that has come in contact with floodwater 處理已受洪水污染的受損的或新鮮的食物 Have drinking water tested for possible contamination 檢測飲用水中可能存在的污染 Do not handle live electrical equipment in wet areas. Check and clean electrical equipme

37、nt before returning it to service. 不要在潮濕的區(qū)域觸摸電器設(shè)備。在恢復(fù)使用電器設(shè)備前，進(jìn)行檢查和清潔 where Use flashlights, not lanterns or torches, to examine flooded sections flammable gases may be trapped 用手電筒，而不是燈籠或火把，檢查可能有易燃?xì)怏w的受水災(zāi)區(qū)域 Report broken utility lines to the appropriate authorities 向有關(guān)當(dāng)局報(bào)告受損的公用設(shè)施 Start clean up and s

38、alvage operations 開始清理和搶救工作 54 鍵入文字 Plan11.Kidnapping 應(yīng)急預(yù)案 11 ：綁架 Kidnapping is taking a person by force and holding them against their will.The basic policy is that any incident of actual or suspectedkidnapping of any Motelguest or employee should be reported immediately to the local police and sen

39、ior management. If a hotel receives a telephone or written message that a guest or employee has been kidnapped the note should be handled as little as possible and then only by the corner edges. It should be given to the General Manager to ne placed carefully in an envelope for safekeeping. 綁架是指強(qiáng)行地，

40、 違背本人意愿地挾持并扣留一個人。 任何真實(shí)或可疑的對酒店客人或員工的綁 架事件， 應(yīng)立即報(bào)告當(dāng)?shù)鼐胶透呒壒芾砣藛T。 如果酒店接到電話或書面消息， 稱有客人或員工 遭綁架，書面消息應(yīng)在盡可能小的范圍內(nèi)處理，交由總經(jīng)理裝入信封，小心妥善保管。 The employee originally receiving the note should record promptly the description of the messenger and facts of the incident. 最先收到書面消息的員工應(yīng)及時將傳信者的容貌以及事件的實(shí)際情況報(bào)告總經(jīng)理。 A telephone mes

41、sage would be received, normally, at the switchboard on the hotels public telephone number. Usually, the caller is brief and to the point to make certain that there is not enough time to trace the number. The caller may ask for a specific person by name or by title or the caller may speak with the o

42、perator. The person receiving the telephone call should remain calm and listen to every word. 通常接到電話報(bào)信的是酒店總機(jī)。 打電話者一般會簡單說明要點(diǎn)， 以確保沒有足夠多的時間查到 其電話號碼。 打電話者可能提出某人的姓名或某個職位， 也可能與接線員對話。 接到電話的人應(yīng) 保持鎮(zhèn)定，仔細(xì)聽清每個字。 Written notes should be taken and special emphasis should be given to any background noise, any accen

43、t or special voice feature of the caller and his or her general attitude. The checklist provided for recording bomb threats may be useful in documenting information. After receiving the message, the person should contact the General Manager or alternate immediately, giving all the information receiv

44、ed. 應(yīng)做好書而筆記。對打電話者任何的背景聲音、口音或特殊嗓音特征以及他 / 她的總體態(tài)度加以 重點(diǎn)記錄。可參照記錄炸彈威脅的檢查表。接到消息后，應(yīng)立即聯(lián)系總經(jīng)理或代理人，提供所有 獲得的信息。 Attempt to contact the individual reported to have been kidnapped to see if he or she is actually missing. If an individual is discovered to be missing, the local authorities should be contacted immedi

45、ately. 55 鍵入文字 嘗試聯(lián)系接報(bào)的被綁架者，以確定他/ 她是否確實(shí)失蹤。如果這個人確實(shí)被發(fā)現(xiàn)失蹤，應(yīng)立即聯(lián) 系當(dāng)?shù)卣块T。 Review the hotels media policy with all employees. Caution any personnel who know about the kidnapping to discuss it only with the officials investigating the incident. Information of the kidnapping should not be given to anyone ove

46、r the telephone. 向所有員工重申酒店的信息發(fā)布政策，所有了解綁架事件的人員僅與調(diào)查該事件的官員一起討 論。綁架者的信息不應(yīng)通過電話告知任何人 . Guests 客人 If a guest is kidnapped, the General Manager should notify the guests traveling companion(s), the hotels management company, legal council and the Police. Security should begin a log of events. 如果有客人被綁架，總經(jīng)理應(yīng)通知

47、其旅行同伴，酒店管理公司，法律顧問和警方。保安部應(yīng)開始 設(shè)立事件記錄日志 Move anyone sharing the guests room to another room temporarily. Lock the windows and doors, double lock the entrance to keep room attendant service out. Use extra caution in the room to keep possible evidence, such as fingerprints, undisturbed. If the room was r

48、ecently cleaned, recover the trash from housekeeping. 將與該客人同住的其他人員臨時搬到其他房間。 房間的門窗上鎖， 門口雙重保險(xiǎn)， 客房服務(wù)員不 得進(jìn)入。在房間內(nèi)要特別小心保留可能存在的證據(jù)，例如指紋。如果房間最近被打掃過，向客房 部要回清理掉的垃圾。 Station a guard with family or business associates of the guest pending arrival of the police. Ask the family representative or business associate to receive any calls fo