In order to fully implement the policy of "safety first, prevention first, comprehensive management", enhance the hotel's emergency response ability to natural disasters and production safety accidents, reduce losses and hazards caused by disasters or accidents, create a safe and comfortable hotel environment, and ensure personal and property safety, this scheme is specially formulated.
First, the emergency leading group:
Team leader: Yang
Executive Team Leader: Zheng Huawei,
Deputy Team Leader: Zhou.
Members: Jiang Shaoxing,,, Fan, Chen Lihua,, Xie, Mao.
When an emergency happens, the chief attendant is responsible for handling it before the team leader, executive team leader or deputy team leader arrives.
Second, emergency measures to deal with robbery cases:
1. In case of robbery in a hotel, if the robber is armed, the on-site staff should avoid confrontation with the robber, keep calm, and observe the gangster's face, body shape, clothes, hairstyle, accent and other characteristics. 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 foreman 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. At the same time, you can follow it by taxi or other means of transportation, and report the position and orientation to 1 10 with communication tools, so that the police can organize forces to set up checkpoints to intercept it. Pay attention to concealment during tracking to ensure your own safety.
3. Protect the scene. 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 the evidence left by the robbers cannot be left in the original place in crowded places such as traffic arteries and public places, it should be packed in plastic bags and handed over to the police.
5. Visit witnesses, collect robbery information and provide it to public security organs. At the same time, the relevant personnel shall not leave before the public security personnel investigate the site or finish 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 people, they should be sent to the hospital for treatment immediately and report to the public security organ.
Three. Emergency measures for hostage-taking cases:
1. When a hostage kidnapping case occurs in a hotel room, the floor service personnel should immediately report to the department manager, the foreman and the 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 arrival of the police, the news should be blocked, and it is strictly forbidden to disclose the situation to irrelevant personnel, so as not to cause panic among guests and onlookers, which will lead to the 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, engineering personnel on standby nearby, in order to cooperate with the action of public security personnel, and draw a warning 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 check-in, monitoring videos and engineering drawings in time, and provide them to the police. 4. Emergency measures in case of combat:
1. When there is a quarrel in the hotel, immediately stop dissuasion and disperse the onlookers.
2. If both parties don't listen to stop, the situation continues to develop and the scene is difficult to control, they should report to the public security organ in time and inform the relevant department 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, you should intercept the fighter plane and demand 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 a soldier escapes by car, 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. Five, food poisoning emergency measures:
If anyone is found to be poisoned in the hotel, whether by mistake or on purpose, in addition to calling the police immediately, the following measures should be taken:
1. Call the emergency center "120" for help. If the medical staff can't arrive in time, the poisoned person's life is in danger. Send the poisoned person to a nearby hospital for emergency treatment, and notify the unit or relatives and friends of the poisoned person.
2. Protect the scene where the poisoned person is located, and don't let anyone touch toxic or suspected toxic items (such as medicines, containers, drinks and food, vomit, etc.). ).
Arrange parking spaces for the arrival and departure of police cars and ambulances.
4. Register the personal belongings of the poisoned person and give them to the police.
5. Prevent others from watching.
6. Registration of relevant information (including arrival and departure times of police cars and ambulances, names of police officers, etc.).
7, found poisoning or suspicious personnel, immediately stay, pay the traffic police. Emergency measures for catastrophic extreme weather (typhoon, etc.). ):
1. Personnel in each post shall stick to their posts and shall not leave or replace them without authorization.
2, the engineering department to deal with the ceiling, canopy, wall decoration, signs, etc. Check and reinforce if 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 stop to avoid being knocked down. At the same time, we should strengthen our vigilance to prevent bad people from taking the opportunity to commit crimes. Seven, the occurrence of explosives (threatening telephone) emergency measures:
1, bomb threat phone handling method:
(1) Anyone who receives a bomb threat call must listen to every word, noise and background sound of the caller to guess the location of the caller.
(2) Pretend that you can't hear the phone clearly and delay the busy time of the caller in order to get as much information as possible and make detailed records.
(3) If the caller agrees, the call can be transferred to the general manager or the switchboard. At the same time, inform the security guard to take prompt action.
(4) If you hang up after the call, please immediately notify the chief attendant or relevant personnel 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:
(1) Keep the contents of the telephone absolutely confidential, and immediately notify the general manager and the chief attendant.
(2) After receiving the alarm, the general manager and shift supervisor shall report to the public security organ in time and convene an emergency team for consultation.
(3) The emergency team should evaluate the incident and decide whether it is necessary to organize personnel to search for bombs.
(4) 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.
5] When the police arrive at the scene and conduct a search, the security department shall notify the management personnel of relevant departments to cooperate with the police.
3, bomb search method:
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.
(1) The emergency response team or safety manager is responsible for guiding the appropriate search operation.
(2) Without confirmation, the search personnel shall not touch or interfere with any packages, boxes or other objects that may contain explosive devices.
(3) If any situation is found, report it to the emergency team or the manager of the security department in time. 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.
(4) 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 deal with accidents.
(1) The emergency team should pay close attention to the development of the situation and seriously answer the questions of the guests.
(2) Properly handle the panic of the guests about the bomb threat.
(3) Cooperate with public security organs to carry out relevant investigations and keep close contact with relevant personnel.
(4) If the guest requests to speak to an authoritative person, the operator can transfer the call to members of the emergency response team.
5] If there is any change in the hotel, the operator shall immediately notify the department manager of the instructions of the emergency team.
[6] The security department is responsible for sending people to the entrance near the danger zone for warning, and irrelevant personnel are strictly forbidden to enter.
One is to prevent the perpetrators from spreading dissatisfaction in public places and creating panic.
When 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.
Pet-name ruby in the event of accidents and personal injuries, the office is responsible for organizing personnel rescue and evacuation.
⑽ If the scene of the incident involves electrical appliances and mechanical equipment, the engineering department should cooperate with the police. Nine, fire emergency plan
The hotel is a U-shaped structure, which consists of the guest building, the guest building, the VIP building and the annex building, with a maximum of 6 floors.
(1) If a fire is found, call the police immediately.
Every employee has the responsibility to call the police when he finds a fire; Report to the hotel fire department and hotel leaders as soon as possible.
1. Remember the fire alarm telephone numbers: 9 (switchboard), 8 1 19 (fire control center), 1 19 (fire alarm).
2. Report the fire: report the area, department, location, floor, room number, department and name of the fire to the switchboard and fire control duty room.
(2) Measures after receiving the alarm
1, the operator or fire attendant shall record the name and department of the alarm person in detail;
2. Calm down and know the location, area, floor, room number and fire size of the fire in detail;
3. The switchboard will report the fire to the security department, the housekeeping manager and the personnel on duty in the engineering department;
4, by the security department, housekeeping manager and engineering personnel on duty investigation, screening, confirmation team, rushed to the scene to find out the following questions:
First, the specific location of the fire, burning objects, burning range and fire direction;
B, the fire is electrical fire or other reasons;
C. Whether there are people trapped in the fire, valuables and inflammable and explosive dangerous goods.
5. Immediately notify the switchboard to report the fire situation to the leader of the emergency leading group, and quickly form a temporary fire command. The leader of the headquarters quickly decides whether to call the police, calling 1 19, and reporting to the Tourism Bureau.
(III) Tasks of relevant departments
1, obligatory fire brigade
A, immediately bring fire fighting equipment and tools to the scene, waiting for the command;
B, according to the command to save.
2. Security sector
A, security manager with communication and necessary items to the headquarters;
B, security personnel on duty to hand-held telephone, pay attention to contact the fire, public security departments;
C, clean up the site around the hotel, to ensure smooth fire exits;
D, prevent irrelevant personnel from entering the hotel to prevent the occurrence of public security cases;
E, strengthen the inspection and vigilance of the hotel finance department, shopping malls and other places;
F, meet the fire truck, guide and cooperate with the fire truck to the scene.
3. Front desk department
A, the front desk staff should answer the guest's inquiry, dissuade and warn the guest not to go back to the room and take the elevator, and ask him to concentrate in a safe place;
B, the bellboy should lower the elevator to the first floor and control the elevator and fire elevator;
C, assist the security department to open all the doors leading to the outside of the store and maintain public order.
4. Engineering Department
A, according to the size of the fire, turn off the gas, air conditioning and related electrical equipment;
B, ensure that the personnel on duty in the fire pump room immediately enter the working state, and ensure the normal supply of fire water;
C, transport all the gas tanks in the hotel out of the hotel and concentrate them in a safe zone outside the hotel to strengthen supervision;
D, if the fire develops, all power supply, gas valves, refrigeration equipment, doors and windows should be closed before the evacuation of engineering personnel.
5.housekeeping department
A, the manager immediately arrived at the fire floor, organize and guide the guests to evacuate;
B, check and clean the corridor and security door, to ensure smooth corridor, easy to evacuate guests;
C, check to find the fire source and people trapped by the fire.
6. Food and Beverage Department
A. If there is a fire in the banquet hall, dining room and kitchen, the manager and chef of the food and beverage department should immediately rush to the scene;
B, looking for a fire source and carrying out rescue;
C, quickly close the gas valve, stove, ventilation, exhaust valve, turn off the power supply and electrical switch;
D properly handle edible oil and other flammable materials;
E, organize the staff of the food and beverage department to prepare for fire fighting.
7. Telephone exchange
A, when receiving the alarm call, to understand the time and place of the fire, the name and department of the alarm personnel;
B, immediately notify the security personnel on duty and hotel leaders;
C, after the fire was identified and confirmed, immediately notify the department manager, to ensure the smooth telephone contact between the headquarters, the fire site and the relevant fire departments.
(4) Organizing evacuation
If the fire is out of control, organize evacuation quickly according to the evacuation plan formulated by the hotel.
1 and the second alarm (1 19 alarm), the headquarters shall immediately make an evacuation decision;
2. Immediately use the background sound system (fire broadcast system) to play the pre-recorded Chinese and English broadcast notices repeatedly. The main content is to ask the guests to obey the command of the hotel staff, and under the guidance of the staff, evacuate the hotel from the nearest evacuation passage instead of taking the elevator.
3. At the same time of broadcasting, the floor attendant quickly checks whether there are guests in the room, closes the door after the check, and marks the door as "checked";
4. Take the safe passage (fire escape) when evacuating people, and it is absolutely forbidden to take the elevator;
5. Guide the guests to form a column and evacuate from the safety ladder;
6. The cash and valuables of the hotel finance department need to be evacuated by special personnel under the escort of the security department;
7. Evacuate inflammable and dangerous goods, such as gas tanks and oxygen cylinders, which may contribute to combustion;
8. Before evacuation, the security department should carefully check the safety evacuation facilities such as safety exits, evacuation stairs, evacuation passages, emergency lighting, safety signs, etc. to ensure smooth flow.
9, personnel evacuation to safety, for concentrated guests, by the front desk, housekeeping, security personnel to register, verify the number.
X. Disposal of chemical (diesel oil, boiler) fire accidents
The main dangerous chemicals used and stored in this hotel are: diesel oil. In the process of using, storing and canning the above-mentioned substances, there is a potential danger of explosion, fire and other accidents in case of out-of-control or natural disasters.
According to the State Council No.344 Regulations on Safety Management of Hazardous Chemicals and the requirements of the State Environmental Protection Administration on strengthening environmental management of hazardous chemicals and enhancing accident prevention capability. In order to strengthen the management of hazardous chemicals, ensure effective monitoring of their production, storage, use, transportation and disposal, and implement emergency rescue in case of hazardous chemical accidents, fires and explosion of pressure vessels, so as to minimize pollution, personal injury and property losses caused by hazardous chemicals.
(1) emergency rescue and disposal principles
Find (leak, explosion, burning) in time, call the police in time, perform their duties, put out the fire quickly, first evacuate the masses, rescue the wounded, then rescue materials, control pollution and eliminate disasters.
(2) Determination of dangerous targets
According to the types and quantities of dangerous chemicals used, stored and canned, and the characteristics of potential fire hazards that may cause chemical reactions, fires or explosions, the following places are identified as emergency rescue targets.
1, 1# target: the underground storage tank of diesel garage is 2.6 cubic meters, with an annual storage capacity of 30 tons. Location: opposite to the chef of the catering department, bicycle parking lot.
2.2# Target: Housekeeping Department and administrative districts.
3.3# Target: 2 coal-fired steam boilers.
Three, chemical (diesel, boiler) fire accident rescue leading group (headquarters) composition, responsibilities and division of labor.
1. The accident emergency rescue leading group is based on the leaders of the general manager, deputy general manager, security department, engineering department, administrative office, finance department, housekeeping department, front office department, catering department and entertainment department, with the general manager as the chief commander and the executive general manager as the deputy chief commander. Be responsible for organizing, directing and coordinating the unified behavior of the hotel in case of an accident. Headquartered in the general manager's office.
2, emergency rescue leading group (headquarters) responsibilities, division of work:
(1) Responsibilities of the headquarters: Organize and direct the emergency rescue operations of the emergency rescue team and the whole hotel, and invite relevant units to carry out rescue when necessary; Report to the higher authorities and relevant departments, and inform relevant units and residents of the situation; Organize to investigate the cause of the accident and summarize the experience and lessons of emergency rescue of chemical accidents; Actively carry out self-help and mutual rescue training and publicity and education for employees;
(2) Division of command:
(1) Chief Commander: Command and coordinate the emergency rescue work of the hotel;
(2) Deputy commander: responsible for the command of accident alarm, notification and disposal, the command of emergency rescue, medical rescue and emergency repair materials supply and transportation, the investigation of accident causes and the aftermath;
(3) Director of the administrative office: assisting the chief commander in alarm, report, notification, accident handling and personnel deployment;
④ Manager of Security Department: responsible for fire control, public security, vigilance, evacuation route, guiding evacuees and foreign aid workers;
⑤. Manager of engineering department: responsible for the rescue of injured and poisoned personnel, the emergency repair of equipment and the treatment of pollutants during accident handling.
6. Housekeeping Manager: responsible for the organization, supply, transportation and vehicle dispatching of relief materials;
⑦ Manager of Food and Beverage Department: responsible for dispatching and commanding water supply, power supply and steam supply or cutting off power supply, water supply and steam supply during accident handling, and organizing and carrying out self-help and mutual rescue training and publicity for employees;
⑧ Front office manager: responsible for communication and rescue of injured and poisoned personnel;
(3), the composition of the rescue team and division of labor
(1) communication and liaison group: it is composed of the front office switchboard staff and the housekeeping center staff, with the marketing manager as the person in charge, responsible for the communication between the groups and external liaison;
(2) Public security fire brigade: composed of the Ministry of Security and the Food and Beverage Department, with the manager of the Ministry of Security as the head, responsible for accident scene protection, on-site public security, fire fighting, vigilance, traffic command, evacuation guidance and foreign aid personnel guidance;
(3) Medical rescue team: composed of personnel from the Engineering Department and the Front Office Department, with the manager of the Front Office as the person in charge, responsible for the rescue of injured and poisoned personnel;
(4), the engineering rescue team by the engineering department, food and beverage department, finance department as the main body, headed by the engineering manager, responsible for emergency repair, material transportation, material supply tasks;
XI. Provisions and requirements for post-processing of emergencies.
In order to deal with the accident quickly, accurately and orderly after the accident, and minimize the losses and environmental pollution caused by the accident, we must make good preparations for emergency rescue at ordinary times, and implement the post responsibility system and various systems. Specific measures are as follows:
(a) the implementation of emergency rescue organizations, members of the rescue headquarters and members of various rescue teams, and timely adjustment according to personnel changes to ensure the implementation of rescue organizations.
(2) Prepare all kinds of materials and equipment according to the division of tasks, and prepare all kinds of protective and fire-fighting emergency repair equipment, and keep them in a good standby state for regular inspection and replacement. No one may misappropriate them at will:
(three) organize a fire rescue training and drills every year to improve the rescue command level and professional rescue skills;
(four) to regularly educate and train all hotel employees on the knowledge of safety first aid;
(5) Establish various rules and regulations;
1, safety inspection system, in which emergency rescue work inspection is implemented;
2, the duty system, the duty system in holidays, at night, the implementation of emergency rescue inspection work;
3. Further improve the management system for the use, storage, transportation and safety of hazardous chemicals;
4, summarize the evaluation system, into the emergency rescue implementation evaluation;