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酒店危机管理计划操作程序模板.doc

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酒店危机管理计划操作程序CONTENTS目录Introduction-----------------------------------------------------------1序言PartIDefinitions-----------------------------------------------------------------2第一部分：名词解释WhatIsACrisis?--------------------------------------------------------------------------2什么是危机?WhatAreTheKeyGoals?--------------------------------------------------------------------------3危机处理关键目标EmergencyResponseTeam(ERT)----------------------------------------------------------------4紧急反应小组TheCrisisManagementTeam(CMT)------------------------------------------------------------5危机管理委员会PrimaryresponsibilitiesoftheCMT--------------------------------------------------------------6CMT关键职责CMTMemberMajorAssignments----------------------------------------------------------------7CMT组员关键任务FireFightingTeam(FFT)-------------------------------------------------------------------------10义务消防队员ResponsibilityofFFT-------------------------------------------------------------------------------11义务消防队员职责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DiseasePrevention------------------------------------------------------------------------70传染病防范FoodContamination---------------------------------------------------------------------------76食物中毒Kidnapping-------------------------------------------------------------------------78绑架Earthquake------------------------------------------------------------------------78地震Introduction前言TheCrisisManagementPlanisdesignedto