Emergency response plan such as the person in charge of the phone can not be reached what to do

Xinshun Hotel emergency plan for emergencies, emergencies and emergency response team: leader: general manager.　　Deputy leader: executive deputy general manager Members: General Manager's Office, Finance Manager, Security Manager, Front Office Manager, Catering Manager, Rooms Manager, Sales Manager.　　In the event of an emergency, before the arrival of the members of the handling team, the manager on duty is responsible for handling.　　Second, to deal with various emergencies emergency measures: 1, robbery emergency measures: (1) when the hotel robbery cases, such as robbers holding weapons (refers to firearms), the staff present should avoid head-on conflict with the bandits, remain calm, and observe the bandit's face, body type, clothing, hairstyle and accent and any other characteristics. If the robber is unarmed and there is enough manpower to subdue the robber, wait for an appropriate opportunity to capture the robber and hand him over to the police, but do not act rashly to avoid unnecessary casualties. If the staff of the monitoring center finds that a robbery has occurred in the hotel, they should immediately inform the department manager or the high value manager, and report to the police at 110 as instructed.　　(2) If the robbers flee the scene by car, they should note down their license plate number, color, car model or brand, etc. and keep track of the number of people.　　(3) Protect the scene. Do not touch with your hands the murder weapon and crime tools left behind by the robbers. Draw a warning range, do not let unrelated people into the scene.　　(4) such as the scene in the traffic avenue, public **** places and other crowded places can not be left in the robbers left behind the evidence in place, should be packed up one by one with a plastic bag, to the police.　　(5) Interview witnesses to collect information on the circumstances of the robbery and provide it to the public security authorities. At the same time, the people concerned should not leave before the public security officers have investigated the scene or finished handling it.　　(6) Those present must not disclose any information to the media or unrelated persons and are not allowed to take photographs.　　(7) If there are injured people, immediately send them to the hospital for treatment and report to the public security authorities.　　2、Emergency measures for hostage-taking cases: (1) When a hostage-taking case occurs in the hotel room, the floor service staff should immediately report to the department manager, high value manager and security department.　　(2) After receiving the report, the emergency response team may set up a command center on the floor where the incident occurred and call the police at the first time.　　(3) Before the arrival of the police should block the news, strictly prohibit the disclosure of the scene to unrelated persons, so as not to cause panic among the guests and the crowd, leading to the robbers desperate to jeopardize the safety of the hostages.　　(4) Try to meet some reasonable requirements of the robbers, such as sending water and food, in order to stabilize the robber's mood.　　(5) Security guards and equipment personnel are on standby in the vicinity in order to cooperate with the actions of public security personnel and to set out a perimeter. At the same time, evacuate the guests in the room above and below the room where the robber is located, in order to prevent the robber with explosive hazardous materials.　　(6) Timely collection and preparation of guest room check-in, surveillance video, engineering drawings and other information to provide to the police.　　(1) When a fight occurs in the hotel, it should be stopped immediately to discourage and disperse the crowd of onlookers.　　(2) If both sides do not listen to stop, the situation continues to develop, the scene is difficult to control, should be quickly reported to the public security organs and notify the relevant departments of the hotel staff. Security guards should arrive at the scene quickly to prevent damage to the hotel's goods.　　(3) If there is any damage to the hotel's goods, the person involved in the fight should be detained and asked to pay compensation. If there are any injuries, first aid should be given and the scene should be handed over to the police. The scene must be left in its original state to facilitate police investigation and to assist the police in identifying the offenders.　　(4) If the fighters flee in a car, note down the license plate number, color, car model, number of people and other characteristics.　　(5) Assist the police to investigate the scene of the fight and collect all kinds of fighting tools.　　4、Emergency Measures for Food Poisoning: (1) If any person is found to be poisoned in the hotel, whether by mistake or intentionally, in addition to immediately reporting to the police, the following measures should be taken: A. Call the first aid center for help, such as the medical personnel did not arrive in time, and the poisoned person's life is in danger, send the poisoned person to the nearby hospital for rescue, and notify the poisoned person that the poisoned person has been sent to the hospital for rescue. If medical personnel do not come in time and the poisoned person's life is in danger, the poisoned person should be sent to the nearby hospital for resuscitation and the poisoned person's unit or relatives and friends should be informed.　　B. Protect the scene where the poisoned person is, and don't let anyone touch the poisonous or suspected poisonous objects (e.g. drugs, containers, drinks and food, vomit, etc.).　　C. Arrange the parking space for the police car and ambulance to arrive and leave.　　D. Register the personal belongings of the poisoned person with the police.　　E. Prevent people from crowding around.　　F. Register the relevant information (including the arrival and departure time of police cars and ambulances, and the name of the police officer in charge) for the record.　　J. If you find poisoners or suspicious persons, immediately detain them and hand them over to the police.　　5、Typhoon contingency measures: (1) Each workstation personnel should stick to their posts and never leave their posts without permission or replacement.　　(2) Equipment Department should check the canopy, wall decoration, signboards, etc., and give reinforcement if necessary. It should do a good job of safeguarding electric equipment to prevent line failure or electric shock injury caused by typhoon. It is necessary to ensure that the sewers are unobstructed to avoid causing flooding.　　(3) Security guards should pay attention to and guide the parking of vehicles to avoid damage by falling objects. At the same time, vigilance should be strengthened to prevent unlawful persons from taking advantage of the opportunity to commit crimes.　　6, the occurrence of explosives (threatening phone calls) emergency measures: (1) when receiving bomb threatening phone calls to deal with: A. Anyone who receives a bomb threatening phone call, should listen to every word of the caller, noise and its background sound, in order to guess the location of the caller.　　B. Pretend not to be able to hear the call and delay the caller's occupancy time in order to get as much information as possible, and make detailed records.　　C. If the caller agrees, transfer the call to the general manager or high value manager. At the same time, notify the security guard to take prompt action.　　D. If the caller hangs up after finishing the call, inform the High Value Manager and hotel management immediately for further action and countermeasures. If there is recording equipment to record the call in time.　　(2) Handling after receiving the call: A. Keep the content of the call absolutely confidential and notify the general manager and high value manager immediately.　　B. The general manager and high-value manager shall promptly report to the public security organs after receiving the call, and call the personnel of the emergency handling team for consultation.　　C. The emergency response team should assess the incident and decide whether it is necessary to organize a search for the bomb.　　D. Notify the police that, in order to avoid crowd gathering and prevent the perpetrator from spreading discontent and creating panic in the public **** place, plainclothes security personnel shall be dispatched promptly to the public **** place to be on guard, and uniformed security guards shall be dispatched at the same time to carry out peripheral guarding.　　E. When the police arrive at the scene and carry out a search, the Security Department shall notify the relevant department manager in order to cooperate with the police action.　　(3) Approach to Bomb Search: In principle, employees are not allowed to participate in the action of searching for bombs, but if they volunteer and after determining the risk factor, they may use relevant tools to conduct the search in accordance with the relevant procedures.　　A. The Emergency Response Team or the Manager of the Security Department is responsible for directing proper search operations.　　B. The searcher shall not touch or disturb any package, box, or other object that could potentially contain an explosive device without first making a determination.　　C. If a situation is discovered, it shall be reported to the Emergency Response Team or the Manager of Security. Upon receiving the report, the Manager of the Security Department shall notify the police and send security guards to isolate and cordon off the area of the bomb or suspicious object.　　D. When the police arrive at the scene to detect and de-explode the suspicious objects, they should evacuate the unrelated people nearby and inform the manager of each relevant department in order to cooperate with the police and ensure the safety of people's lives and properties.　　(4) Work with related departments in incident handling A. The emergency response team should pay close attention to the development of the situation and answer guests' questions cautiously.　　B. Handle guests' panic about the bomb threat properly.　　C. Cooperate with the public security organs to carry out relevant investigations and keep close contact with the people concerned.　　D. If a guest requests to speak with an authority figure, the operator may transfer the call to a member of the emergency response team.　　E. If there is any change in the situation of the hotel, the operator shall inform the managers of each department of the instructions of the Emergency Response Team in time.　　F. The Security Department is responsible for sending personnel to the entrance near the danger zone to guard the area and strictly prohibit unrelated personnel from entering.　　D. Prevent the perpetrator from spreading discontent and creating panic in the public **** place.　　J. If the police arrive, the security personnel shall guide them to the scene of the incident from the rear area. Security personnel shall remain vigilant until the emergency is over.　　H. If there are injuries in an accident, the office is responsible for organizing rescue and evacuation.　　I. If the incident scene involves electrical and mechanical equipment, the Equipment Department shall cooperate with the police.　　7. Emergency Measures for Accidental Injury of Hotel Guests Purpose: Guests staying in the hotel, in daily life, it is inevitable that there are some bumps and bruises, and different degrees of injury, in order to protect the normal life of the guests, so that the guests can feel the warmth of the home after the injury, according to the hotel, is divided into two kinds of situations to deal with.　　Mild injury Definition: Guests in the external (such as rain, bathroom floor slippery, bath room water temperature imbalance, carpet inequality, etc.) under the influence of the conditions of slipping, falling, scalding, cuts, etc., to the body part of a mild injury.　　Handling Procedures: 1. When a hotel guest suffers a minor injury within the hotel.　　2、 The supervisor on duty of the Security Department will immediately go to the scene with the assistant manager of the lobby to check the injury condition of the guest and pacify the guest, and notify the General Manager's Office at the first time.　　3. After receiving the report, the General Manager's Office will immediately contact the medical personnel to provide medical treatment for the guest. According to the situation of the guest's injury, the medical personnel to the injured put forward rationalization proposals, such as the need to go to the hospital for treatment, the front office lobby assistant arranged by the guests accompanied by a person to go. If at night, by the front office department to send people to accompany the guests to the hospital treatment.　　4, according to the situation, the lobby assistant arranged by the catering department for the guest to send a fruit plate.　　5、 If it is confirmed that the guest is slightly injured in the hotel area, the Finance Department will make appropriate assessment of the guest's injuries, report to the management, and assist the guest to claim compensation from the insurance company.　　6、 Room Department is responsible for cleaning up the scene.　　7、 The equipment department arranges the personnel to check the relevant equipment in the area where the guest was injured and repair the faulty equipment.　　8、 Relevant departments do a good job of follow-up work.　　Serious injury Definition: Guests in the external (such as rain, bathroom floor slippery, bath room water temperature imbalance, panic, etc.) under the influence of the conditions of slipping, falling, scalding, cuts, etc., to the body part of the serious injury.　　Handling Procedures: 1. When a hotel guest suffers a serious injury within the hotel. 2.　　2、 The supervisor on duty of the Security Department will immediately go to the scene with the assistant manager of the lobby to check the situation of the guest's injury and pacify the guest.　　3, according to the guest injury: If the guest is very serious, the lobby assistant immediately use the first aid kit to the scene for the guest to carry out simple medical treatment, and notify the management, and at the same time call the "120", by the hospital to send a car to the guest to the hospital.　　4, according to the needs of the situation, by the catering department is responsible for food, arrange for special people to send food.　　5、 The guest room department is responsible for cleaning up the scene.　　6, the equipment department arrange personnel to guests injured in the region of the relevant equipment to check, faulty equipment to be repaired.　　7, the lobby assistant timely report to the hotel management guests injured and how to deal with the hotel management to arrange for personnel responsible for visiting the injured in the hospital, explain the reasons to the guests, and appease the guests.　　8、 If it is confirmed that the guest is slightly injured in the hotel area, the Finance Department will make appropriate assessment of the guest's injury, report it to the management, and assist the guest to claim to the insurance company.　　9、 Relevant departments do a good job of following up after the incident.　　8. Hotel guest sudden death handling procedures Purpose: Hotel staff encountered in the daily work of the sudden death of a guest, in order to save other guests from alarm, to maintain the interests of the hotel and reduce unnecessary trouble. To guide the work behavior of each department in the event of such incidents.　　Handling procedures: 1, staff encountered in the daily work of such incidents occur, the first time to notify the management on duty and the security department, the security department to notify the hotel management, the staff must make sure to maintain confidentiality. 2, the hotel management arrived at the scene after the incident, in order to protect the interests of other guests, to minimize the trouble.　　2、 After the hotel management rushes to the scene, the general manager or the highest administrative position commanded by the report of the local police station to intervene in the investigation of the case.　　3、 After receiving the report, the security department will be led by the supervisor on duty, and in the case of not affecting the surrounding guests, lead the standby team members to do a good job in blocking and protecting the scene, and the personnel of the fire control center will quickly look for the video data of the scene area and back up to save.　　4、 After receiving the report, the assistant manager of the lobby should firstly provide the security department with the record of the door lock and extract the information of the dead guest in time, as well as the information of the related guests and the guests on the corresponding floors, and the security department will arrange for the reception of the police to intervene in the investigation work.　　5, such as the death of the guest is the hotel has an agreement with the company's guests, the Sales Department should contact the company responsible for inviting the company responsible for the hotel to assist in the investigation.　　6, Sales Department to assist the Ministry of Finance to contact the families of deceased guests, the Ministry of Finance to assist the families of the deceased to the relevant departments to claim compensation.　　7, the guest room department with the front office is responsible for providing the police with the corresponding floor of the case rooms.　　8, through the police investigation, such as natural death, identified by the police after the completion of the body of the deceased agreed to transfer to the funeral parlor, the lobby assistant notify the local funeral parlor staff to deal with the scene, the head of the security department on duty is responsible for arranging standby team members to control the fire elevator, by the (hotel staff elevator) will be the body of the deceased transported out.　　9、 If it is homicide, after the police file, the security department will fully assist the police investigation, submit all the materials involved in the case to the police, and keep in touch with the police at any time until the case is solved (the dead body is handled in the same way as above).　　10, after the incident, the security department should write a written report on the same day to the hotel management, and the relevant materials on file for inspection.　　Aftermath work: 1. The lobby assistant 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 organs will be responsible for dealing with related matters, and the hotel management will arrange for the reception of the deceased's family by the Front Office Department. If it is a homicide, after the police solve the case, the assistant manager of the lobby will notify the family of the deceased.　　2. The guest room department is responsible for disinfecting and organizing the room where the deceased stayed for many times, replacing part of the furniture and utensils, preserving the deceased's belongings, and waiting for the deceased's family to receive them. If it is homicide, after the police file a case, the security department should ask the police about the investigation result. After the police solve the case, the security department will write a written report and submit it to the management of the hotel and keep the relevant materials in the file.　　3. When receiving media inquiries, the General Manager's Office is responsible for releasing information to the public, and the content of the information released must be approved by the hotel management, and no other departments and employees are allowed to disclose any relevant information.　　9. Hotel Lost and Found Handling Procedures Purpose: In order to protect the property safety of guests and employees, maintain the image and interests of the hotel, through standardized procedures to guide the security department on duty supervisor and lobby assistant to deal with the lost and found incident behavior.　　After the security department receives the report of loss, it will immediately notify the assistant manager of the lobby and the security supervisor on duty to jointly carry out the investigation, and the investigation will be based on the security department, and the assistant manager of the lobby will be responsible for the cooperation and translation. 2.　　2. Understand and record the owner's name, room number, nationality, address, contact information, the name of the lost property (including the brand, model, value, newness and oldness of the item; the type and denomination of the banknote and other corresponding characteristics), the last time the item was seen, the process of loss. And ask the owner of the lost items to sign to confirm.　　3, the investigation should remind the owner to recall the situation before and after coming to the store, such as before coming to the store to check, after coming to the store there is no misplaced. Confirm the exact location of the owner's items placed, with the consent of the guests, you can find the lost items in the relevant areas, the relevant staff to investigate and inquire.　　4, to confirm whether the guest items lost within the hotel, such as guests lost credit cards, traveler's checks, documents and other valuable documents and information, to assist guests to timely notify the bank and other relevant departments; such as guests lost passports, identity cards and other documents, sent to accompany the guests to the precincts of the police station and the Municipal Public Security Bureau of the Foreign Affairs Section to report for the relevant procedures.　　5, the guests of any report of loss, should consult the guests whether they agree to report, such as agreement, the Security Department to accompany the person to report; such as the guests of goods lost outside the scope of the hotel, the security department issued by the corresponding certificate, the owner himself to the public security organs.　　6, to confirm the establishment of the case, and the seriousness of the case, immediately report to the public security organs to deal with, while protecting the scene. During the internal investigation, the personnel related to the case shall not leave the hotel, and send someone to check the working area and locker of the personnel related to the case. If the person concerned has already left the hotel, someone should be sent to retrieve him/her immediately for investigation. If there is a possibility of internal staff committing the crime or if there is evidence that they have committed the crime, they should first be controlled and prohibited from contacting the outside world. Consult the hotel management, make a good report, and send it to the public security organs for processing.　　7、 If the guest's belongings are lost within the scope of the hotel and not recovered, the Finance Department will assist the guest to make a proper assessment of the lost items and make a claim to the relevant departments.　　8, such as the guest's belongings are retrieved, to seriously fulfill the procedures for claiming, must be the guest himself or her agent to sign the list of lost property, leaving a copy of the document, can be claimed.　　9, after the incident (regardless of the whereabouts of the lost articles), the Security Department to write a report on the incident on the same day to the hotel management, and the relevant materials on file for inspection.　　Remarks: Employee loss reporting procedure is basically the same as the guest loss reporting procedure. When reporting loss, it must first be reported to the head of Human Resources Department, accompanied by the head of Human Resources Department to the Security Department to report loss. If found for the internal staff, the security department to write a report to the hotel management, the management to propose ways to deal with.