CRISIS MANAGEMENT
PLAN
危机管理计划
Approved by: ____________________________
Jerry Zhang
Security Manager
January 2007
CONTENTS
目 录
Introduction----------------------------------------------------------------------------------------- 1
前言
Part I、Definitions--------------------------------------------------------------------------------- 2
第一部分：名词解释
What Is A Crisis? ------------------------------------------------------------------------------------------2
什么是危机?
What Are The Key Goals? -------------------------------------------------------------------------------3
危机处理的主要目的
Emergency Response Team (ERT) ---------------------------------------------------------------------4
紧急反应小组
The Crisis Management Team (CMT) -----------------------------------------------------------------5
危机管理委员会
Primary responsibilities of the CMT -------------------------------------------------------------------6
CMT 的主要职责
CMT Member Major Assignments ---------------------------------------------------------------------7
CMT 成员主要任务
Fire Fighting Team (FFT) ------------------------------------------------------------------------------10
义务消防队员
Responsibility of FFT------------------------------------------------------------------------------------11
义务消防队员的职责
Part II、Crisis Management---------------------------------------------------------------------12
第二部分：危机管理方案
Fire -------------------------------------------------------------------------------------------------------- 12
火警
Armed Robbery------------------------------------------------------------------------------------------ 48
持械抢劫
Bomb Threats---------------------------------------------------------------------------------------------51
炸弹威胁
Civil Disturbance-----------------------------------------------------------------------------------------59
民事骚乱
Power Failure---------------------------------------------------------------------------------------------63
紧急停电
Floods------------------------------------------------------------------------------------------------------66
防汛
Disease Prevention ---------------------------------------------------------------------------------------70
传染病防范
Food Contamination -------------------------------------------------------------------------------------76
食物中毒
Kidnapping -----------------------------------------------------------------------------------------------78
绑架
Part I
第一部分
Definitions
名词解释
INTERNAL POLICY
REF: CMP- A001
Page 1 of 80
Prepared by： Security Manager Department： All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Introduction
Approved by：
Distribution: All department heads and Assistant Managers
Introduction
前 言
The Crisis Management Plan is designed to provide an organized, efficient response to crisis
situations. Such crisis may result in disruption of normal hotel operational functions or the closing of
the hotel. Relocation of guests, patrons and employees may also result.
危机管理计划是为了在发生危机的状况下提供有组织，有效率的反应。 危机的发生可能会阻碍酒店的正常
运作，甚至导致停业。
Examples of “crisis” incidents include, but are not limited to the following:
“危机”包括但不局限于以下内容：
Fire
火灾
Natural Catastrophes
自然灾害
Mechanical Breakdowns
机械故障
Loss of Utility Services
能源中断
Hazardous Materials Exposure
危险品爆炸
Bomb Threats
炸弹威胁
Terrorist Acts
恐怖威胁
Hostage Situations
绑架
Armed Robbery, Burglary, Homicide
持械抢劫、闯窃、凶杀
Civil Disturbance
民事骚乱
Power Cut Emergency
大面积突然停电
Special Concerns
特别安全事故
Circumstances which may constitute a crisis can never be entirely predicted. Implementation of this
plan will always be based on analysis of the facts at hand. However, FAMILIARITY WITH THE
CRISIS MANAGEMENT PLAN BEFORE A CRISIS OCCURS IS CRITICAL.
危机发生的环境及状况是无法完全事先预知的, 必须根据当时的状况灵活应对。熟悉掌握危机处理的方法会
起到关键的作用。
Properly used, the Crisis Management Plan protects guest patrons and employees as well as ensuring
that the hotel’s image and reputation remain intact.
危机管理计划不仅可以保护客人与员工的安全，还可以保证酒店的形象与信誉。
INTERNAL POLICY
REF: CMP-A001
Page 2 of 80
Prepared by： Security Manager Department： All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Definitions
Approved by：
Distribution: All department heads and Assistant Managers
1、What Is A Crisis?
什么是危机?
A crisis can be defined as one of a number of situations which threaten the profitability or reputation
of the Company and for various reasons, cannot be handled by the normal management systems. Such
a crisis can be immediately apparent. Alternatively, it may arise by the recognition that a number of
separate incidents (such as product contamination) are related and are increasing in severity and
frequency.
危机的定义是: 由各种原因引起、威胁到酒店收益或名誉、不能以正常手段解决处理的突发事件。危机可能
是突然发生的，危机的发生往往是几个方面相关联的，（比如食物中毒），而且可能会引发多方面更严重的后
果。
It is impossible to provide a detailed manual that covers every conceivable situation. Instead, this
manual aims to ensure that the proper structure, facilities and information are available to enable
senior management to handle a crisis effectively.
本预案虽然不能涵盖所有可能发生的情况，但仍然可以为大家在应对危机时提供指导作用，包括建立相应的
指挥机构，配备必需的设备器材，确保畅通的信息沟通，等等。
Different management responses will be required but all of them contain common features that this
plan addresses. However, whatever the crisis, those involved must keep as priorities to:
无论处理哪种危机，在作决策时，必须优先考虑以下几个方面：
Protect the public/customer
保护公众/客人
Protect the employees
保护员工
Protect the business
保证经营
Cooperate with the authorities involved
与相关政府部门合作
INTERNAL POLICY
REF: CMP-A001
Page 3 of 80
Prepared by： Security Manager Department： All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Definitions
Approved by：
Distribution: All department heads and Assistant Managers
2、What Are The Key Goals?
危机处理的主要目的
A. Minimizing impact on the Holiday Inn’s brand reputation and profitability.
最大程度降低对假日酒店品牌声誉及收益的影响。
B. Maximizing the ability of senior management (through the Crisis Management Team) to respond
rapidly and effectively to the crisis presenting.
最大程度地帮助危机处理委员会对突发危机作出快速有效的反应。
We have to be able to convince shareholder and customers that regardless of fault for the original
incident, Holiday Inn Jasmine Suzhou can quickly and decisively react to stabilize the situation and
resolve problems arising.
我们必须使我们的股东及客人相信：假日酒店虽然不能阻止事件的发生，但能够在事态恶化前快速果断做出
反应，控制局面并解决问题。
The Crisis must be perceived as much an Opportunity as a Threat!
我们必须把危机变为机会，而不是威胁。
Our aim must be for those watching our crisis response to conclude:
我们对危机的反应必须让大家产生以下共识：
“The company acted with professionalism and integrity throughout.”
“这个酒店始终按照专业及诚信的准则应对处理突发事件。”
INTERNAL POLICY
REF: CMP-A001
Page 4 of 80
Prepared by： Security Manager Department： All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Definitions
Approved by：
Distribution: All department heads and Assistant Managers
3、Emergency Response Team (ERT)
紧急反应小组
The Emergency Response Team (ERT) of the hotel will be sufficiently trained and manned to cope
with any type of emergency not necessarily confined to fire. The team will be made up of mainly
Duty Engineer, Security Supervisor and Duty Manager, but will also include members of other
departments to ensure that sufficient trained personnel cover emergency on a 24 hours basis.
紧急反应小组应接受多方面的培训，以便能够妥善处理包括火灾在内的各种紧急情况。紧急反应小组主要由
值班工程师、保安部督导及大堂经理组成，但也包括其它部门的人员, 以确保 24 小时内发生任何紧急情况时，
都能有经过熟练培训的人员处理紧急事故。
INTERNAL POLICY
REF: CMP-A001
Page 5 of 80
Prepared by： Security Manager Department： All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Definitions
Approved by：
Distribution: All department heads and Assistant Managers
4、The Crisis Management Team (CMT)
危机管理委员会
The Crisis Management Team (CMT) includes the management team members and other experts who
can quickly and effectively execute tasks to control a crisis and minimize loss.
危机管理委员会（CMT）由酒店管理团队成员以及其他专业人士组成。危机管理委员会成员必须在危机发生
的时候作出快速有效的反应，控制危机，把损失减到最小。
Position
General Manager(RM in charge)/MOD
总经理（驻店经理代理）/总值班
Ower’s Rep
业主代表
Financial Controller
财务总监
Director of Sales and Marketing
销售总监
Human Resources Manager
人力资源部经理
Security Manager
保安部经理
Chief Engineer
工程部总监
Front Office Manager
前厅部经理
Executive Housekeeper
行政管家
Executive Chef
行政总厨
Duty Manager/Night Manager
大堂经理/夜班经理
Purchasing Manager
采购部经理
Public Relations Manager
公共关系经理
Ext. Mobile Bire
6101 13914071908
13914024090
6201 13862004779
6801 13771746171
6251 13915530152
6905 13771950163 69195792
6701 13962518358
6501 13771964377
6601 13701547815 69195755
6331 13771888244
4 69195791
6211 13771861808
6803 13390899321
INTERNAL POLICY
REF: CMP-A001
Page 6 of 80
Prepared by： Security Manager Department： All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Definitions
Approved by：
Distribution: All department heads and Assistant Managers
5、Primary responsibilities of the CMT
CMT 的主要职责
Evaluate Risks and Exposures to the hotel. 分析事件严重程度
Prompt decision-making and prioritization of tasks. 快速反应，并按轻重缓急发布指令
Help ensure the authorities are notified in a timely fashion.向有关部门及时汇报
Provide preliminary first aid and fire fighting efforts 发生突发事件时，开展初期急救和扑救工作
Provide for the safe evacuation of guests and employees 帮助客人和员工安全离开事故现场
Provide for the safe relocation and transportation of guests 为客人提供其他住宿场地及相关的
交通安排
Development of media/public relations response.决定如何向媒体作出反应
Secure hotel assets 确保酒店财产安全
Evaluate and report losses 评估损失
Restore operations in a timely manner 尽快恢复运转
Post-crisis critique and revision of plan as necessary for future use.危机后修改危机管理计划以
备后用
The General Manager (acted by RM) serves as the Crisis Leader and spokesperson. If unavailable, the
next person on the CMT list assumes the role of Crisis Leader in the order set in the CMT list.
All members of the CMT must be kept abreast of all pertinent information but will refer all inquiries
to the spokesperson. This assures consistent statements and release of appropriate information.
总经理(目前由驻店经理代理)是危机管理领导人、发言人。如果总经理无法在场，就由 CMT 第二位代替。
各 CMT 成员必须了解所有与事件相关的消息，但是要让总经理负责对外回答提问，以保证对外口径一致。
If the emergency occurs when only the MOD (Executive on Duty) is present， then he/she assumes
the role of Crisis Leader until necessary.
如果危机发生时只有 MOD 在场，他要担任危机管理领导人的角色，直到有人替代他。
All CMT members need to appoint a designated representative in case when he is not on the property
at the onset of a crisis, the next on-duty senior manager/designated representative in that department
will perform the function until the arrival of the CMT member.
每一名 CMT 成员都必须在部门内指定一名直接下属作为他的后备人员。当他不在酒店时，这位候补人员就
要代替他行使职责，直到他本人到场为止。
When a major incident occurs, it will be immediately investigated by the Duty Manager, a security
officer and the manager who has responsibility over the area impacted.
发生突发事件时，大堂经理、保安督导和事件发生地点的部门经理必须立刻赶往现场进行调查。
The CMT’s demeanor during the crisis situation is very important. Maintaining calmness both in
actions and manner of speaking is very important.
CMT 的表现十分重要，必须在行动及言论中保持镇静。
A CMT which is “in control” reassures guests and sets an example for our staff. It also impresses the
media and other officials who must rely upon us. The CMT is “on stage” throughout a crisis.
CMT 对事件的有效控制是对客人及员工的最佳鼓励, 也会给外界留下良好的映象。
INTERNAL POLICY
REF: CMP-A001
Page 7 of 80
Prepared by： Security Manager Department： All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Definitions
Approved by：
Distribution: All department heads and Assistant Managers
6、CMT Member Major Assignments
CMT 成员主要任务
General Manager 总经理
Oversees the Crisis Management Team 管理危机管理委员会。
Decision maker 决策人。
Official spokesperson 发言人。
Report to Corporate Office 向集团总部汇报事故情况。
Deputy General Manager 副总经理
Support the GM in decision making and information disclosure.协助总经理决策和信息发布。
Resident Manager 驻店经理
Act as the Crisis Leader when GM is not on the premises
总经理不在酒店时，代替总经理处理危机。
Chief Engineer 总工程师
Proceed directly to the emergency scene. 一旦发生紧急事件，立刻赶到现场.
Provide information on structural integrity, emergency systems and utilities (power, gasoline,
water, etc…) 向 CMT 提供有关设备运行情况，能源供应情况等。
Make accessible to the CMT a set of floor plans with the mechanical and geographical layout
of the hotel. 向 CMT 提供楼面图纸、设备安装图纸、房屋结构图等。
Direct the activities of Engnieering staff: shut down the hotel's utilities and HVAC system.
指挥切断能源和通风系统等。
Contact the electric company, gas company, and water department as necessary to report
damage. Ask for inspections to confirm the integrity of the hotel's systems.
如有必要，向外求助报修。
Security Manager 保安经理
Proceed directly to the emergency scene. 到达事故现场。
Direct the activities of fire fighting or evacuation from the affected area 指挥救火或现场疏散。
Set up perimeter control to prevent unauthorized entry. 禁止无关人员出入现场。
Ensure the safety of guest property 确保宾客财产安全。
Arrange necessary additional manpower with PSB/Fire Brigade.安排必要的人力实施救助, 辅助
警察、消防队员的工作。
Help the GM coordinate with emergency agencies. 帮助总经理联络协调有关部门。
Put in place Rooming List (occupied/vacant). Organize personnel to conduct a complete
check of occupied and vacant guest rooms and corridors in the affected area.
根据入住客人报表，组织检查楼层及走道，查明失踪人数。
REF: CMP-A001
Page 8 of 80
INTERNAL POLICY
Prepared by： Security Manager Department： All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Definitions
Approved by：
Distribution: All department heads and Assistant Managers
Front Office Manager 前厅经理
Ensure effective communication and maintain complete log of communication.
保持通信畅通并做好通讯记录。
Assign staffing in the assembly point or the shelter area and help with First Aid.
安排人员在疏散中心提供服务，并协助急救。
Direct or assign guests to a safe area in the hotel or to a neighboring hotel.
疏散客人至安全地点或邻近酒店。
Maintain a master list of relocated guests and new lodgings. 做好宾客安排记录。
Prepare a list of names of guests who were in the area affected by the emergency.
提供事发区域受到影响的客人名单。
In the event of guest injuries, assign the necessary staff to take the full name and room number
of the guest and the name of the hospital to which the guest is transported.
一旦发现客人受伤，应记录受伤人员名单，房间号码以及送往医院地点。
Maintain the status and locations of guests receiving medical treatment.
记录好客人被送往的医院名单，并随时掌握客人接受医疗的情况。
Contact families of injured guests. 通知受伤人员家属。
Any reciprocal agreement for accommodations with nearby hotels should include beverage
service and emergency toiletries (when available) upon check in.
临时安排客人的单位都必须具备餐饮及卫生服务设施，且尽可能在本酒店附近。
Director of Food and Beverage 餐饮总监
Evacuate guest 疏散客人
Secure all cash, valuables and keys 锁好贵重物品，现金和钥匙。
Switch off power supplies in kitchens, restaurants and bars 切断厨房、餐厅和酒吧能源.
Arrange food and beverage service for guests in the assembly point.为被疏散客人提供餐饮服务。
Financial Controller 财务总监
Secure all cash, valuables and keys, including all outlets cachiers
锁好贵重物品, 包括所有收银点。
Assign personnel to handle reported losses and claims by displaced guests.
安排人员负责记录客人报失。
Coordinate with attorneys and insurance company regarding legal and liability limitations.
Arrange for photographs to be taken of affected area for later use by insurance company.
协助保险公司查明权责范围，拍照存档以备使用。组织人员处理损失及投诉，确认损失且提供损失的
照片以供保险公司核查。
INTERNAL POLICY
REF: CMP-A001
Page 9 of 80
Prepared by： Security Manager Department： All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Definitions
Approved by：
Distribution: All department heads and Assistant Managers
Human Resources Manager 人力资源部经理
Help evacuate employees. 帮助疏散员工。
Account for employees by using Employee Roster. 根据员工上班名单做好员工疏散工作。
Take steps to maintain an accurate work record of number of hours employees work during the
crisis.精确记录员工处理危机事件的工作时间。
Assist in staffing of Press Information Center and help prepare press releases and memos to
staff. 帮助新闻中心准备新闻稿，同时负责向员工发出书面通知。
Maintain a log of actions taken during the incident. 记录事件处理的经过。
Assemble a list of all injured employee indicating hospital destination and nature of injuries
and handle to GM. 收集受伤员工名单以及送医地点，受伤状况，提供给总经理。
Assign someone to supply information to and about affected employees and handle notification
of next of kin. 通知受伤员工家属。
Oversee and render assistance to injured employees. 探视受伤员工并给予帮助。
Director of Sales and Marketing 销售总监
Alternate spokesperson. 发言人的后选
Coordinate lodging for displace guests. 安排客人转住其他酒店。
Maintain a master list of relocated guests and new lodgings. 记录客人流向。
Keep close communications with Front Office Manager. 和前厅经理保持联络。
Contact arrival guests. 立刻联络尚未到达的预订客人。
Public Relations Manager 公共关系经理
Assist spokesperson in dealing with the media and implementing the Crisis Communications
Plan.辅助媒体发言人的工作
Anticipate media questions and supply the CMT spokesperson with information for a statement.
事先准备媒体会问及的问题以帮助 CMT 发言人的发言。
Establish the Press Information Center.
公关部负责建立信息发布中心、负责接待媒体、对外发布信息
Coordinate post crisis communication and correspondence with emergency agencies, news
media, etc., to recognize exceptional reporting/handling of the crisis.
辅助 CMT 进行灾后联系与协调工作，组织并处理新闻报道事宜。
Express the hotels appreciation to the employees. 代表酒店方向员工表示感谢。
Executive Housekeeper 行政管家
Guest evacuation.组织客人疏散。
Provide wet towels and blankets for evacuation.为疏散人员提供湿毛巾和毯子。
Provide the necessary staff for food and beverage service to displaced persons in the shelter
area. 为疏散的客人提供食物及饮料。
Executive Chef 行政总厨
Arrange necessary staff to prepare and serve food and beverages to displaced persons.
为疏散人员提供食物及饮料。
Make sure that power supply in kitchens is switched off before evacuation.
疏散前切断厨房所有能源。
INTERNAL POLICY
REF: CMP-A001
Page 10 of 80
Prepared by： Security Manager Department： All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Definitions
Approved by：
Distribution: All department heads and Assistant Managers
7、Fire Fighting Team (FFT):
义务消防队员：
The Fire Fighting Team of the hotel is made up of staff mainly from the EC ， Security
Department,AC ， Engineering Department, Housekeeping Department, Food and Beverage
Department and Front Office. Hotel doctor may also be required to help at the fire scene. These
departments must guarantee that on each shift there are two FFT members.义务消防队主要由行政
办、保安部、财务部、工程部、管家部、餐饮部和前厅部员工组成。酒店医生也需要赶往火警现场，帮
助对受伤的人员进行急救。以上部门必须每班保证有两名义务消防队成员当班。
INTERNAL POLICY
REF: CMP-A001
Page 11 of 80
Prepared by： Security Manager Department： All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Definitions
Approved by：
Distribution: All department heads and Assistant Managers
8、Resposibility of FFT:
义务消防队员的职责:
Staff from Security Department: Security officers will go to the fire scene to put out the fire.
Security officer at the fire scene will do the precaution task and prohibit admission of
unconcerned person. At the same time, assist hotel staff to evacuate our guests to the Assembly
Point (the LAO DONG WU Square).
保安部消防队员：立刻赶到火警现场，开展灭火工作。做好火警区域的警戒和防止无关人员进入，协助
疏散火警区域的客人到老东吴广场。
Staff from Engineering Department: Engineering staff will go to the fire scene to put out the fire.
Engineering staff should also turn off power and air-condition equipment of the fire sections.
Engineering staff should communicate with the Fire Pumping Room to ensure water supply.
工程部消防队员：立刻赶到火警现场，开展灭火工作。关闭火警区域内的有关能源和空调设备，保持与
消防泵人员的联系，配合灭火确保供水。
Staff from Housekeeping Department: Housekeeper will go to the fire scene to put out any fire
and transport the fire extinguishers. Prepare wet towels to deliver to the guests. Make sure no
guest left in the room, then mark “X” on the door with a chalk and close the door, and help other
guests evacuate from the hotel to assembly point.
管家部消防队员：立刻赶到火警现场协助灭火，做好灭火器材的输送工作，准备好足够的湿毛巾供给火
警区域内需要的客人，确认火警区域需要疏散的房间内没有遗留人员，然后关闭房门，用粉笔打上“X”记
号，同时引导其他客人从就近应急疏散通道撤离到安全地带。
Staff from Front Office: Two bellboys will carry a stretcher to help any injured guests. Bellboys
will also help the communication between fire scene and Fire Control Center (FCC)/ CCTV if
communication equipment does not work.
前台消防队员：两名行李员将担架备于消防电梯厅准备接受伤员；一旦通信联络中断，行李员将作为火
警现场与消防指挥中心的信息传递员。
Hotel Doctor: Go to fire scene with the medical box to help any injured person at the fire scene.
医生：携带好医疗箱赶赴火警现场，做好受伤人员的救护工作。
Part II
第二部分
Crisis Management Plan
危机管理方案
INTERNAL POLICY
REF: CMP-001
Page 12 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------ Initial Response
Approved by：
Distribution: All department heads and Assistant Managers
Plan 1、Fire Alarm & Evacuation Procedure
应急预案一：火警和疏散方案
一、Initial Response
火警处理的基本原则
Emergency Response Team go to the fire scene immediately.
应急反应小组立刻赶到火警现场
Fire Fighting Team go to the scene upon receiving the alarm.
义务消防队接警后立刻赶到火警现场
ISC assemble the CMT members at the CCTV room
总机通知 CMT 到消防中心集合
Security officer clear the incident scene.
保安遣走无关人员
General Manager will determine whether evacuation is necessary.
总经理决定是否疏散人员
Hotel doctor administer first aid to any injured persons. If possible, remove injured persons to the
shelter area.
酒店医生给予受伤人员救助
Public Relation Manager will establish location of the Press Information Center.
公关部建立信息发布中心
All gusts must be removed to a safe area and made as comfortable as possible.
安排客人到舒适的安全地点
No media access.
禁止媒体在场
Engineering department begin a systematic check of the integrity of the systems.
工程部负责系统检查
ISC and Engineering Department must verify all communications systems are functional.
总机和工程部确保所有通讯通畅
If not functional, or restricted, the Security Department will distribute radios to essential CMT
members.
如果通讯不畅，由保安部给 CMT 成员配备对讲机
Security Department should have another radio back up.
保安部须另备一部对讲机应急
Food and Beverage Department should be prepared to supply food and water when needed.
餐饮部准备食物和水待用
Housekeeping should be prepared to supply towels, blankets, etc… when needed.
客房部准备毛巾、毛毯等待用
Transportation team should provide transportation for displaced guests to alternate lodging.
前厅部车队负责为客人准备交通工具
Security officers should be responsible for security and coordinate information for damage claims and
losses reported by guests.
保安员为客人提供遗失损失记录
INTERNAL POLICY
REF: CMP-001
Page 13 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------ Fire Category
Approved by：
Distribution: All department heads and Assistant Managers
二、Fire Alarm & Evacuation Procedure
火警和疏散方案
1、Fire Category：
火警分类：
The fire alarm is classified into two categories: the Primary Fire Alarm and the Serious Fire Alarm.
火警发生时，分为两种：初级火警和严重火警。
Primary Fire Alarm
初级火警：
The fire is controlled within the hotel department. The fire fighting force of the hotel is good
enough to control the situation.
当火势受控于酒店有关部门，无需招唤救火车前来灭火，只需要依靠酒店自身力量来扑救即可。
Serious Fire Alarm
严重火警：
The fire cannot be put out without the help of the local fire brigade, and a partial or complete
evacuation is needed.
当酒店预料无法控制火势时，需要求助于消防队，并作部分疏散或全部疏散。
INTERNAL POLICY
REF: CMP-001
Page 14 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Brief Summary
Approved by：
Distribution: All department heads and Assistant Managers
2、Brief Summary
火警处理注意事项
Communication 通讯：
Our hotel has allocated the telephone number “6119” for the sole purpose of emergency
communication. This number should be made known to all staff and is located in the ISC.
本酒店指定电话号码“6119” 为紧急通讯专用电话，酒店全体员工必须对此了解。
Elevators 电梯：
Elevators are NOT TO BE USED in the case of an emergency situation unless otherwise directed by
the local Fire Authorities.
在紧急情况下禁止使用电梯。
Guests 客人：
Physically disabled guests are to be given priority in any emergency situation.
在任何紧急状态下，残障人员应优先得到协助及支援。
Evacuation Assembly Point 疏散集合地点:
The assembly point for guests and staff during an evacuation will be at the LaoDongWu Square
(Furniture Square) opposite the hotel main entrance.
酒店疏散期间的客人和员工集合地点为位于正门右面的老东吴南广场。
INTERNAL POLICY
REF: CMP-001
Page 15 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Report a Fire
Approved by：
Distribution: All department heads and Assistant Managers
3、How to Report a Fire?
如何报警：
Once a primary fire alarm situation is found, hotel employees shall immediately report it to PBX or
CCTV.
酒店员工一旦发现初级火情，应迅速将火灾信息传递到总机和保安部消防中心。
1) Reporting a Fire 酒店员工发现火情如何报警：
Dial "6119" on a hotel telephone extension (or pull the nearest fire alarm available). Report the
situation including reporter's name, department, title, exact location of fire, and present situation of
fire. Describe the situation of the fire or smoke and report injury, if there is any. Get the nearest fire
extinguisher after reporting and then directly go for fire fighting.
通过酒店分机拨“6119”向总机接线员报警或按下就近手动报警器，向总机报警时说清本人姓名、部门、火
灾和烟发生确切地点、火灾发现时间及火势和烟的浓烈情况，如有受伤需报告伤亡情况。报告完毕后在确保
自身安全的情况下，就近取灭火器到着火的地点进行扑救。
Before opening any door in the fire area, check it with the back of your hand first. A hot door handle
indicates that the fire has spread, DO NOT OPEN THE DOOR.
如需打开着火区的门之前，首先用您的手背进行检查门的把手，如果门把手发热表明火势已经蔓延，不要打
开门。
If the fire is spreading and you cannot handle it, leave the area and close the door. Never put yourself
in a dangerous situation.
如果火势正在蔓延而你无法处理，离开此区域并关上门，永远不要将你自己置身危险境地。
Stay near but at safe distance away from the fire area and assist guests and the Emergency Response
Team. Follow the instructions of the Emergency Response Team Leader.
留在着火区附近的安全位置帮助疏散客人，协助紧急反应小组的工作。听从紧急反应小组的指挥。
2) CCTV Receives a Fire Alarm 消防控制中心发现火警讯号
If the CCTV receives a fire alarm through the automatic smoke or temperature sensor, manual alarm
switch etc., and the fire is confirmed, CCTV staff shall immediately report it to ISC.
如果火警讯号通过自动烟感、温感、手动警报按钮传到消防控制中心，消防员经确认后拨“0”向总机接线员
报警。
Upon receiving of a fire report, ISC operator shall verify the name, department and title of the
reporter, the fire location, the burning object, the time and fire status, calling in telephone number,
and clearly have the information recorded according to the emergency reporting procedure.
总机接线员接到报警时，要问清报警人姓名、部门、火灾发生地点、火灾发生时间。同时，按接报警程序做
好记录。
INTERNAL POLICY
REF: CMP-001
Page 16 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Initial Fire Alarm Communication
Approved by：
Distribution: All department heads and Assistant Managers
4、Initial Fire Alarm Communication:
火警通报第一程序:
Once the security officer in CCTV room has received the fire alarm, he must inform the ISC to
perform the Initial Fire Alarm immediately. The Emergency Response Team Leader including Duty
Manager, Duty Engineer, Security Supervisor or captain go to the fire scene to verify. If a real fire is
confirmed, the ERT members inform the ISC immediately..
总机接线员接到报警后，迅速按照预案通讯第一程序通知保安部督导、大堂经理或夜班经理、值班工程师或
当值人员所组成的紧急反应小组，由紧急反应小组赶到火警点进行确认。确认火警后，紧急反应小组向总机
接线员报火警确认信息。
Action Plan of Emergency Response Team：
紧急反应小组接警反应:
Duty Manager shall immediately go to the scene with a torch and the master key.
大堂经理接警后，立即携带客房万能钥匙及手电筒赶赴火警点。
Duty Engineer/ENG staff in-charge will immediately proceed to the scene and will pick up fire
extinguishers and electric torch along on the way.
值班工程师或夜间当值人员接警后，携带灭火器和手电筒赶赴火警点。
The fire supervisor on duty will rush to the scene with a fire extinguisher and torch to assist the fire
control.
保安部当值督导接警后，携带灭火器和手电筒赶赴火警点。
INTERNAL POLICY
REF: CMP-001
Page 17 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------In case of a false alarm
Approved by：
Distribution: All department heads and Assistant Managers
In case of a false alarm 紧急反应小组火警确认为误报时：
1. Inform CCTV to reset the M&E system back to normal.
通知消防中心对报警系统进行复位。
2. CCTV inform ISC of the false alarm.
消防监控中心通知总机值班人员火警为误报。
3. Security supervisor will prepare an Accident or Incident Report.
保安督导负责起草一份事故报告。
INTERNAL POLICY
REF: CMP-001
Page 18 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------ Fire Alarm Confirmed
Approved by：
Distribution: All department heads and Assistant Managers
5、Fire Alarm Confirmed
火警通报第二程序
Once the fire alarm is confirmed, ISC operator shall immediately page all members of Fire Fighting
Team. ISC should also inform the Crisis Management Team members and request them to go to the
CCTV room immediately.
总机接线员接到紧急反应小组火警确认信息后立刻通知义务消防队员前往现场灭火。同时，立刻通知酒店危
机管理委员会成员立刻前往消防监控中心集合。
Operator on-duty must take down and record on message notebook as soon as possible for proper
reference in the future.
总机当班人员尽快记录在通讯记录簿上,以便为将来提供适当的依据。
REF: CMP-001
Page 20 of 80
INTERNAL POLICY
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Fire Fighting Team Equipment
Approved by：
Distribution: All department heads and Assistant Managers
7、Equipment and Action Plan of Fire Fighting Team:
义务消防队的装备及接警反应:
1）Fire Fighting Team’s Equipment:
义务消防队员的装备
Security (1 staff) --- anti-fire clothing, air respirator
保安部（1 名）---消防服，空气呼吸器
Security (1 staff) --- one axe and one torch
保安部（1 名）---携带一把腰斧头及一个手电筒
Housekeeping (2 staff) --- fire extinguisher
管家部（2 名）---各携带一个灭火器
Concierge (2 staff) --- stretcher and fire extinguisher
行李部（2 名）---携带一副担架，一个灭火器
Engineering (1 staff)---anti-fire clothing, air respirator
工程部（1 名）---消防服，空气呼吸器
Engineering (1 staff) --- with one axe and one torch
工程部（1 名）---携带一把消防太平斧头及一个手电筒
Doctor (1 staff) --- First Aid Box and fire extinguisher
酒店医生（1 名）---携带一只医药箱，一个灭火器
INTERNAL POLICY
REF: CMP-001
Page 21 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------ Response of Fire Fighting Team
Approved by：
Distribution: All department heads and Assistant Managers
2）Response of Fire Fighting Team:
义务消防队接警反应:
After receiving the fire alarm, FFT on duty must go to fire scene with fire equipment. (If the FFT
members have to go to a high floor, they must take the elevator to the floor under the fire spot floor,
then walk to the fire spot through fire staircase. If the FFT members have to go to a low floor, they
must walk to the fire spot through the fire staircase. They must comply with instruction of commander
at fire scene and assist to put out a fire.
当值义务消防队员一旦接到消防报警，立即按各自分工携带装备赶赴火警现场（高区可乘电梯至火警下一层
转消防楼梯至火警现场。低区走消防楼梯至火警现场）。并听从现场指挥协助做好扑救工作。
INTERNAL POLICY
REF: CMP-001
Page 22 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------ Action Plan of CMT
Approved by：
Distribution: All department heads and Assistant Managers
8、Action Plan of CMT when Fire Alarm Confirmed:
危机管理委员会接警反应
After receiving the pager for fire alarm, the Crisis Management Team and Fireman must go to the
CCTV room straight away.
危机管理委员会成员接到火警后，迅速赶往消防监控中心集合。
Deputy General Manager, Security Manager, Chief Engineer and department manager of the fire area
go to fire scene, give instruction to the Fire Fighting Team to try to control the fire, and report to GM
the situation of fire.
副总经理、保安部经理、工程部总工程师、事发部门经理赶至火灾现场，对火势情况进行了解，然后根据总
经理指示要求指挥火灾现场的灭火工作。
In CCTV
在消防中心:
1. General Manager as the commander in chief will monitor progress as well as coordinate with fire
site through fire telephone and give further instruction.
总经理作为总指挥，通过消防插孔电话了解火灾现场火势情况后，并作进一步的指示。
2. GM informs the CMT members the fire situation and ask them to go back to their department to
lead their staff to assist guests and get prepared for evacuation.
总经理同时将火灾现场情况告知在场应急领导小组成员，并要求他们返回各自部门，带领部门员工做好
灭火协助工作，并为疏散工作做准备。
3. If the hotel FFT are able to control the fire, there is no need to inform the local fire brigade. The
hotel fire fighters can put out the fire according to the hotel fire procedure under the command of
the General Manger.
如果火情可以由酒店消防队控制，则无须惊动市消防队。酒店在总经理等的指挥下按灭火程序自行将火
扑灭。
4. In case the fire cannot be controlled, General Manager must implement the emergency evacuation
procedure. General Manger instructs CCTV to inform the local Fire Brigade. CCTV should
dial 119 immediately and record every step taken.
万一火情控制不了，则由总经理下达应急疏散指令，并指示通报市消防队。消防中心当值人员接到指示
后，立即拨打“119”，记录下报警时间和内容。
5. At the same time, CCTV should be informed to turn on the emergency broadcast system
immediately to play the evacuation alarm continuously to the whole building and switch on two
Fire Lifts to stop on the ground floor.
同时在全酒店范围内连续播放应急疏散广播，消防电梯放回底层。
INTERNAL POLICY
REF: CMP-001
Page 23 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------ Evacuation Announcement
Approved by：
Distribution: All department heads and Assistant Managers
9、Evacuation Announcement：
火警广播：
Hotel fire emergency broadcast will send emergency messages in Chinese, English, Japanese and
French.
酒店消防紧急广播系统将以中、英、日、法四种语言传送紧急信息:
1．Fire alarm broadcast
火警广播
2．Evacuation broadcast
疏散广播
Broadcasting will be repeated during fire alarm and evacuation.
广播将在火警和疏散时重复播放。
There are no definite rules as to where a fire scene command post should be established. Rather, it
depends very much on the circumstances. Always remember the following:
火灾现场指挥中心的位置无硬性规定，可根据当时的情形灵活选择，应遵循以下各项：
1．As near as possible to the scene of fire.
尽可能靠近火灾现场。
2．Safe and easy to evacuate
易于疏散、安全无危险。
3．Next to a telephone
有电话可供使用。
INTERNAL POLICY
REF: CMP-001
Page 24 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------ Communication and Reporting
Approved by：
Distribution: All department heads and Assistant Managers
10、Communication and Reporting (Owner, Corporate Office, Media, Guest and Staff)
沟通与消息发布 (业主方、管理公司、公众媒体、客人及员工)
It is the responsibility of the General Manager or his delegate to make any announcement to the press
or media whilst the hotel premises are under emergency conditions.
当发生紧急情况时，总经理或由其指派的代表负责向媒体发表声明。
In all cases of emergencies, NO member of the hotel staff is allowed to release any form of
information to outsiders, media or any other public agencies.
在发生紧急情形时，任何酒店员工不允许向外界媒体或任何公众机构发表任何形式的信息。
All requests for such information are to be directed to the Public Relations Manager, who will act
upon instructions given by the General Manager.
所有的有关信息都由公关部经理根据总经理的指示进行处理。
INTERNAL POLICY
REF: CMP-001
Page 25 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------ Evacuation Procedure
Approved by：
Distribution: All department heads and Assistant Managers
11、Evacuation Procedure: (General Manager/Deputy General Manager, Resident Manager)
疏散程序：（总经理或副总经理、驻店经理）
A． Instruct whole or partial evacuation and inform CCTV for playing evacuation broadcast.
命令全部或部分疏散, 通知消防监控中心播放疏散广播。
B．Carry radio.
携带对讲机。
C． Inspect the evacuation situation of guests and staff at evacuation place.
至疏散集聚处检查客人及员工的疏散情况。
D．Listen to the report of Front Office Manager and Human Resource Manager at assembly point.
至集合点听取前厅部经理和人事部经理报告人数清点的结果。
E．Continue to coordinate with fire department for concerned matters.
继续与消防队合作相关事宜。
F. Make the concerned arrangement and send evacuated guests to nearby hotel for accommodation
that must be arranged with agreement in advance.
马上作出相应的安排，将已疏散的客人送往已有预先协议安排的附近酒店休息住宿。
INTERNAL POLICY
REF: CMP-001
Page 26 of 80
Prepared by： Security Manager All Departments Prepared by： Security Manager
Subject： Fire Alarm & Evacuation Procedure
------Action Cards
Approved by：
Distribution:
12、Action Cards
To help employees respond effectively to a fire situation, action cards are developed by
summarizing key components.
为帮助各部门在火警发生后迅速采取正确的应对措施，结合灭火救生要求，酒店拟定了火
警行动卡。分别说明如下，供参考。
INTERNAL POLICY
REF: CMP-001
Page 27 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/GM
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警指挥程序
ACTION CARD 1
GM/EOD (Commander in Chier) 总经理或总值班（总指挥）
EMERGENCY PHASE 火警时期
1．Fire Scene Fire Cause
火灾发生地点 发生原因
2. Any Casulties：
有无人员伤亡：
3. Fire Situation：Already Controlled Could Control Can’t Control
确定火灾的严重程度： 已在控制中 能够控制 不能控制
4. What other areas may be affected：
将会影响哪些区域：
What actions needed：
需要采取何种措施：
5. Decision to call for Fire Brigade
是否需要报警？
6. Is evacuation necessary： Not Necessary Only Fire Scene The Whole Hotel
实施疏散可能性： 不需要 仅需火情发生地点 整个酒店
7. Aissist in evacuating guests and staff.
帮助疏散客人和员工。
8. Look after guests and staff at the Assemply Point.
在疏散中心照顾客人。
INTERNAL POLICY
REF: CMP-001
Page 28 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action
Cards/ERT
Approved by
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 2
Emergency Response Team 应急反应小组
EMERGENCY PHASE 接警后
Remain Calm, But Act Quickly保持镇静，迅速反应
Obtain E Key and Radio. 带好万能钥匙和对讲机
Obtain Portable Fire Extinguisher.带好灭火器
Proceed to the location of the alarm.赶往火警发生地点
Look for cause of the alarm (fire, guest, child, broken sprinkler, etc.)查找火警原因
Using radio, report back to the 消防监控中心通过对讲机将情况通报指挥中心
If a fire is visible…如果发现火情…
If the fire can be extinguished in a safe manner, attempt to extinguish with portable extinguisher
在确保自身安全的前提下，尽可能将火情扑灭
If the fire cannot be safely extinguished, EVACUATE and SEAL OFF area by closing doors如果
自身安全不能保障，迅速离开现场，并将门关死，封闭该区域
Report back to the 消防监控中心通过对讲机将情况通报指挥中心
Assist guests when possible by pointing out exits引导客人从安全通道逃生
If Alarm Source is behind a Closed Door如果在关闭的门后发生火情
Determine if the door is hot by feeling the door and handle用手背检查门把手的温度。
If a smoke is visible or the door is hot, seal off the area如果有烟，或者门把手发热，不要打开门。
If the door is cool and there is no sign of smoke, enter the room, locate alarm source如果没有烟，
或者门把手不热，则进入房间，检查火警原因。
Report back to the 消防监控中心通过对讲机将情况通报指挥中心
If a fire is visible, attempt to extinguish with a portable extinguisher if feasible如果发现火源，努力
将其扑灭。
If the fire cannot be extinguished in a safe manner, Evacuate and Seal Off area by closing the door
如果不能将火情扑灭，迅速离开现场，并将门关死，封闭该区域
No Sign of Fire没有发现火情
Search Area to determine cause of alarm彻底检查现场，查找火警原因。
Report to 消防监控中心通过对讲机将情况通报指挥中心
POST EMERGENCY火警之后
Return to 消防监控中心 to assist Commander in Chief 返回指挥中心。
REF: CMP-001
Page 29 of 80
INTERNAL POLICY
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/ISC
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 3
Instant Service Center总机
EMERGENCY PHASE 接警后
a. Remain Calm, But Act Quickly保持镇静，迅速反应
b. Handle Guest Calls and Inquiries before answering external calls优先接听内线电话。
c. Use the following text when talking to quests用以下规范语言回答客人：
“This is the Hotel Operator, remain calm. We are currently investigating the alarm. For your
safety……”
“我是酒店的总机接线员，请您保持镇静。我们正在调查火警发生的原因。为了您的安全…… ”
d. Using “Guest Phone Log” document all rooms you talk to在通话记录中记录来电客人的房号.
e. Obtain Guest List.准备好住店客人名单。
f. Determine locations of guests with special needs/handicaps检查有无需要特别帮助的客人。
g. Call occupied rooms which you have not yet spoken with逐一致电每一间客房。
h. Continue to operate the hotel PBX until relieved or instructed otherwise坚守岗位，直到警报
消除，或者接到疏散的通知。
i. Prepare 24 hour work schedule and recall operators to work as needed考虑建立临时通讯中心，
并安排人员24小时值班。
INTERNAL POLICY
REF: CMP-001
Page 30 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Security
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 4
Security Department 保安部
1. Upon receiving a fire alarm, Security Manager/Fire Supervisor/Fireman will immediately
proceed to the scene and will pick up fire extinguishers along the way, and with permission to
use the hydrant, to put out any fire according to instruction from GM.
保安部经理/消防主管/消防员接到火警指令后，立即携带好灭火装备，赶赴火警现场灭火，根据总
经理指令动用消火栓出水实施灭火。
2. Security Manager/Fire Supervisor will be in charge of communication between the CCTV
and the command post at the fire scene.
保安部经理/消防主管负责消防监控中心与火灾现场指挥中心间的信息传递。
3. Upon receiving imformation from the radio, patrolling officers will go to the fire scene
immediately together with a fire extinguisher.
当班巡逻人员通过对讲机得知出事地点的位置后，立刻携带灭火器前往。
4. Security officers at other posts will report to the CCTV their position and remain in their
position unless instructed by CCTV security officer.
其他当班人员立刻向消防监控中心报告他们的位置并留在原位待命，除非监控中心另有指令。
7. Security officers at the fire scene control the fire scene to prevent theft.
防止乘火打劫，在火警现场做好警戒工作。
8. 4 security officers are assigned to stand by at 4 fire exits on the first floor and guide the guests
to gather at the assembly location.
指派 4 名保安分别在 1F 各疏散通道出口处看护，指引疏散人员离开酒店至集中点集合。
9. Set a post at the lobby/main entrance. Ensure that the driveway is empty for the arrival of the
Fire Brigade and guide them upon their arrival to the fire lifts and the CCTV. He will then
remain in the lobby to assist in smooth evacuation of guest, stand-by for further instruction.
在大堂正门设岗，确保车道畅通，以便市消防队到达。引导消防队到指挥中心（消防监控中心）
和消防电梯。然后回到大堂岗位，协助疏散人群，并等待进一步的指示。
10. After receiving evacuation instruction, security officers will help housekeepers to evacuate
guests. After evacuating all the persons in the hotel, security officer could leave hotel.
接到疏散指令后，保安人员协助服务员做好客人疏散工作，所有人员撤离后，最后离开酒店。
INTERNAL POLICY
REF: CMP-001
Page 31 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/CCTV
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 5
CCTV 消防监控中心
1. If the alarm is initiated from CCTV，the security officer will obtain exact location or area of
the fire reported and notify ISC immediately.
如果从消防监控中心发出警报（通过电话报告或报警面板），当班的保安人员将通知通讯服务
部火警的位置或区域。
2. Instant Service Center will call for Emergency Response Team members through telephone
or fire pager and give them the location or area of the alarm.
通讯服务部将传呼紧急反应小组成员并传达报警的具体地点或区域。
3. If a fire is confirmed by the Emergency Response Team, security officer in CCTV will notify
all security officer with walkie-talkie the location or area and situation of the fire, the fire
scene command post and its telephone number.
如果紧急反应小组证实是真正的火情，消防监控中心将通知所有带有对讲机保安人员火情的位
置或区域，火场指挥中心地点及其电话号码。
4. Log down in the emergency log book developments in chronological order under a fresh
heading “Fire Emergency”.
在紧急事件登记册中以新的“紧急火情”名头下按时间顺序登记采取的措施。
5. CCTV must ensure the communication and operate fire-fighting equipment according to
construction.
消防监控中心确保通迅工作畅通，按指令做好消防主机操作和信息传递工作。
6. With the approval from GM, call Fire Brigade if the fire cannot be controlled.
如果火势不能控制，经总经理批准，呼叫消防队前来灭火。
7． Continue to monitor through walkie-talkie and log down relevant information in the
Emergency log:通过对讲机继续监视并在紧急登记册上登记有关信息
Confirm exact location of fire
确定确切的着火地点
Dimension and magnitude of fire
火势的大小及严重性
Type of material burning
燃烧物的类型
How many casualties, burnt or choked
多少伤亡人员，烧伤或闷死
INTERNAL POLICY
REF: CMP-001
Page 32 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Engineering
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 6 Side A
Engineering Department 工程部
1. Chief Engineer/Duty Engineer/Captain/Fireman will immediately proceed to the scene and
will pick up fire extinguishers along on the way.
总工程师/值班工程师/领班/消防队员接到火警指令后立即携带好灭火装备赶赴火警现场实施灭火。
2. On arrival at the fire scene with other members of the Emergency Response Team, he will
immediately organize action against the fire with the appropriate type of fire extinguisher.
Make sure the “break glass” call point and smoke exhaust and pressurization system are
activated, power supply but not lighting is switched off.
当随同所有紧急反应小组成员到达火灾现场后，总工程师/主管应立即组织组员使用正确的灭火器
材进行灭火, 并且负责检查是否在此区域的“破玻璃报警”装置、排烟和增压送风系统已被正常启动，
动力电源被关闭(照明电源保留)。
3. Chief Engineer/Duty Engineer will lead engineering staff to check and ensure that all air
conditioning supply to the affected areas has been cut off. All smoke exhaust system and
pressurization system serving the affected areas are turned on accordingly.
总工程师/值班工程师带领工程人员对火灾受影响区域的空调供应是否被切断，排烟和正压送风系
统已正常启动。
4. He will issue instructions to the engineering on duty by telephone to cut off supplies to the
affected area when required.
如有必要，总工程师/值班工程师将通过电话对当班各工程部员工发出指令，切断火灾影响区域的
电力/燃气供应。
5. After the fire scene has been taken over by the Fire Brigade, he will remain behind with the
Assistant Manager to assist Fire Brigade.
在消防队赶到现场后，仍需要总工程师／值班工程师同大堂经理一起协助消防队的灭火工作。
6. After the fire has been put out, he will work together with the Security Supervisor to
investigate the cause of the fire and submit an estimate of the damage to the General
Manager.
灭火后，总工程师／值班工程师应与保安部督导一起调查起火原因，估计财产损失，并将损失情况
上报总经理。
7. After completion of the fire investigation, he will coordinate with Assistant Manager and
other department concerned to restore affected area back to normal.
调查工作结束后，总工程师/值班工程师应配合大堂经理和其它部门的相关人士恢复受火灾影响区
域的正常工作状态。
INTERNAL POLICY
REF: CMP-001
Page 33 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Engineering
Approved by：
Distribution: All department heads and Assistant Managers
Side B
8. The electrician, air-conditioning technician, and mechanic on duty will immediately proceed
to the scene, and will pick up fire extinguishers along on the way.
当班的电工、空调工和机械工接到通知后应立即携带灭火器赶往出事现场。
9. HVAC technician will proceed to the AC units plant room to check and ensure that all air
conditioning supply to the affected areas are turned off accordingly, all smoke exhaust system
and pressurization system turned on.
中央空调技师应进入机房查看是否所有受火灾影响区域的空调供应已被切断，排烟和增压送风系统
已正常启动。
10. Mechanic will proceed to the fire pumps rooms to stand by and await further instruction.
机械工应在消防水泵房内待命，等候进一步的指令。
11. Electricians stand by for carrying out any power shut down as laid down by the Chief/Asst.
chief engineer. Electrician at the fire scene will automatically shut down the electrical power
supply to the affected area except lighting.
强弱电工应坚守岗位，随时听候由总工程师/副总工程师发现的切断电源的指令，在火灾现场的电
工应立即切断火灾影响区域除照明外的所有动力电源供应。
12. AV technician on duty in the CCTV play the Emergency Broadcast. He will activate the
elevators to the fire mode which will “home” the elevators 1#、4# to the first floor and stop
running with the exception of fireman lifts.
接到通知后, 弱电技师启动紧急消防广播系统，还应同时启动电梯至消防模式, 将所有电梯降至一
楼, 并停止除消防电梯外的所有电梯的运行。
13. The staffs in Duty room, Main Switch Room and Pump Room must stand by at his/her
position to guarantee normal operation of the equipment before receiving the evacuation
instruction from Duty Engineer. When receiving the evacuation instruction, all staff must turn
off power, water and close the doors before evacuating from the hotel.
值班室、配电房、水泵房员工在没有接到疏散指令前坚守岗位，确保设备正常运转，接到撤离指令
后，关闭电水门后撤离酒店。
14. After the Fire Brigade take over control, Engineering staff at the fire scene await further
instructions.即使有消防队赶到现场，工程部员工仍应保持备战状态，随时听候指令。
15．Greet Fire Department and Provide Reports, Floor Plans, Schematic & Keys
在消防队到达后，向他们提供各类图纸，钥匙等。
REF: CMP-001
Page 34 of 80
INTERNAL POLICY
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/HSKP
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 7 Side A
Housekeeping Department客房部（管家部）
1. In the event of a fire alarm, the Executive Housekeeper and all shift leaders must be informed
immediately.
接到火警呼叫，当班客房部管家应立即通知行政管家及主管。
2. After receiving the instruction from the Emergency Response Team, Housekeeper on duty
will deploy available housekeeping staff to assist.
接到紧急反应小组的指令后，当班客房部管家应立即部署安排客房部员工大力配合。
3. Housekeeper on duty will remain in the Housekeeping office to monitor progress as well as
coordinate with CCTV until fire is put out.
接下来，当班客房部管家应留守在办公室与指挥部保持联系时刻，关注事态发展直至火灾被扑灭。
4. Executive Housekeeper will immediately proceed to CCTV after receiving the instruction.
After receiving the instruction from commander in chief, he will then return to the
housekeeping office to establish first aid center, deploy available housekeeping staff to
assist the fire fighting. Housekeeping staff will offer fire extinguishers and wet towels to
prepare for the evacuation.
管家部行政管家在接到指令后，立刻赶赴消防中心。听取总指挥指令后，返回部门留守部署安排员
工建立紧急救护站，配合灭火工作，提供灭火器材和湿毛巾，为疏散工作做准备。
5. Housekeeing Supervisor/Fireman will immediately proceed to the scene and pick up fire
extinguishers along on the way.
客房主管/义务消防队员接到火警指令后，立即携带灭火器材，赶赴火警现场，参加灭火工作。
6. Housekeeing Supervisor/Fireman removes immediately any obstacles at the fire scene (Linen
trolley, vacuum cleaners, room services trolly, etc.)
楼层主管带领服务员立即清理现场放置在过道、电梯间内的障碍物（布草车、清洁器械、客房送餐）
等物件，确保畅通。
7. Housekeeing Supervisor/Fireman will ensure all fire doors and guest room are closed
properly..
楼层主管/客房服务员要确保所有的防烟门和客房门关闭良好。
8. Always keep a sharp look out. Report immediately to CCTV/fire scene command center for
any fire or smoke emerging from your area.
对于自身的工作区域要时刻保持警惕，如发现有火焰或烟窜入，立即报告指挥中心和火场指挥处。
INTERNAL POLICY
REF: CMP-001
Page 35 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/HSKP
Approved by：
Distribution: All department heads and Assistant Managers
Side B
9. Once an evacuation order has been initiated, proceed to the corridor to assist in-house guests
to vacate via the nearest fire escape staircase.
一旦接到疏散指令，楼层主管/客房服务员应出现在走廊内帮助住店客人通过消防楼梯撤离现场。
10. Once an evacuation order has been initiated, floor supervisor/housekeeper should open the
door of each room with help of the Room Attendants on the affected floors (including two
upstairs floors and one downstairs floor). Make sure nobody is left in the room, then turn off
the power, water, close the door and mark “X” with a chalk on the door. Report to CCTV
after the entire floors has been checked.
一旦接到疏散指令后，楼层主管/服务员应在消防队员的协助下，对受灾区域、受影响的楼层（着火
层上二下一层）开启每间房门，确认房内无人后，关闭房门并在门上用粉笔打上“X”表示房内无
人。所有楼层房间均检查完毕后应打电话向通讯服务/指挥中心报告。
11. If in the process of checking evacuated rooms you find yourself exposed to fire and smoke,
STOP IMMEDIATELY AND LEAVE AREA. Note down rooms/floors that have now
been covered and inform CCTV or fire scene command post as soon as possible. Such
information will be passed on to the Fire Brigade on their arrival.
如在检查房间过程中发现火焰和浓烟向您袭来，应立即停止检查，马上撤离现场。记下未进行检查
的楼层及时报告给 CCTV 或火场指挥中心, 以便转达给消防队。
12. Assign PA staff to check all guest toilets.
安排 PA 人员检查所有卫生间。
13. Close the department office and turn off power, water around the public areas before
evacuating from the hotel to Lao Dong Wu Square.
如需全部疏散，其余部门后场人员根据要求关闭部门和公共场所电器设备、门水。疏散至老东吴广
场集合点。
14. Proceed to assembly point for role call and await further instruction from your superior.
迅速赶往疏散集合地点报到，并随时听候部门主管的指令。
15. After the fire has been put out, the Executive Housekeeper will coordinate with Assistant
Manager, other department and Housekeeping staff to restore the affected area back to normal
as soon as possible.
大火被扑灭后，当班客房部管家应与大堂经理、其他部门相关人士和客房部员工一起尽可能将受影
响区域恢复至正常工作状态。
16. In the event of a false alarm or if the fire has been put out at its early stage, inform
relevant Housekeeping shift leader to resume normal working.
如为误报或是火灾在初期就已被扑灭，当班管家应马上通知相关客房部主管保持原有工作状态。
17. Floor supervisor will assist Exe. Housekeeper to compile a summary of the damaged items.
火灾扑灭后，客房主管应协助行政管家整理火灾受损物品清单。
INTERNAL POLICY
REF: CMP-001
Page 36 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Health Club
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 8
Health Club健身中心：
1. In response to a fire situation, the Health Club Shift leader or person in-charge will
immediately advise guests of the situation and request them to leave for their own safety. If
situation permits, allow them time to resume their proper attire before leaving.
在紧急情况下，健身中心当班负责人，立即向客人说明情况建议客人马上撤离，如时间允许，应帮
助客人取回存放物，着装整齐后再撤离。
2. Close down the sauna and steam bath system. Gather staff together and wait for further
instruction.
关闭桑拿蒸汽系统，关闭健身器材电源，员工在原地等候进一步指令。
3. Once an evacuation order of the area has been issued by CCTV, switch off all lights, lock-up
the glass door and proceed with other staff to the assembly point through the nearest fire exit.
一旦接到疏散指令，关闭所有照明及电器设备，锁好区域内的门，指挥员工就近消防楼梯进行疏散
至集合点。
4. Await roll call and further instructions at the assembly point.
在集合地点等候进一步指令。
INTERNAL POLICY
REF: CMP-001
Page 37 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Laundry
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 9
Laundry 洗衣房
1. In response to a fire situation, the laundry manager or person in-charge of the department will
immediately carry out an inspection of his area. In addition, he will switch off some of the
machines or plants as deemed necessary. Continue to monitor situation through telephone and
wait for further instructions.
紧急情况下，洗衣房经理或当值负责人应立即对其工作区域进行检查，关闭所有机器设备开关，安
排员工对库房内的可燃物做好保护或转移，通过电话时刻关注事态发展，并等候进一步指令。
2. Once an evacuation order is received, he will arrange for staff to evacuate through the nearest
fire exit. He will them cut off all power, steam supplies before he leaves.
一旦接到疏散指令后，洗衣房经理或当班负责人应指挥员工从就近的消防楼梯进行疏散，在撤离前
还应切断电源和蒸汽供应。
3. If fire originates from the laundry department:
如洗衣房起火：
1) 1) Dial Fire Control Center “6119” immediately.
马上拨打紧急电话“6119”报警。
2) Duty staff in-charge will deploy available staff to put out the fire with suitable type of
extinguishers and equipment.
当班负责人指挥员工拿起灭火器材进行初期扑救工作。
2) 3) Switch off all power and steam supplies except the lighting.
切断除照明以外的电力和蒸汽供应。
4) Remove all inflammable items from the affected area.
搬离火灾区域的易燃物品，避免火灾范围扩大。
5) If the fire has spread and is beyond control, or if there is the likelihood that an explosion
may occur, organize staff in the vicinity to evacuate immediately.
如失火过大难以控制，可能造成人员伤害时，必须马上组织人员撤离火灾现场。
6) Assume command of the location until arrival of the Emergency Response Team and brief
them on situation and action taken.
现场指挥灭火工作直到紧急反应小组到达现场，汇报当前情况及采取措施。
7) Remain with the Emergency Response Team to coordinate necessary actions.
积极配合紧急反应小组的工作。
INTERNAL POLICY
REF: CMP-001
Page 38 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Concierge
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 10
Concierge/Guest Services礼宾部/宾客服务
1． When receiving a call notifying fire situation, instruct one bellmen immediately to stand by in
guest lift landing on ground level. They will advise all guests not to use the lifts but to wait in
the lobby as “they are in an emergency situation, a fire alarm is reported at (location). Our
Emergency Response Team are now investigation. Please wait until we have cleared the
situation.” Liase with other departments and help with any guest information if needed.
接到报警，立即安排一名行李员赶往一楼电梯间，向客人解释暂时无法使用电梯的原因: “我们接到
位于（地点）的火警报告，正处于紧急状态。酒店的紧急反应小组正在进行调查。请您暂时不要使
用电梯，直到我们接到电梯可以安全使用的通知。如果有必要，联络其他部门, 帮助安抚客人。
2． Two bellboys will carry a stretcher to receive any injured guests.两名行李员将担架备于消防电
梯厅准备接受伤员。
3． Ensure the front driveway is cleared off any vehicles or obstructions.
确保车道畅通无障碍。
4． Follow the instructions of the Assistant Manager or Security Officer in the lobby whenever
necessary and direct people to a safe area.
听从大堂经理或保安员的指挥，必要时引导客人至安全区域。
5． Once an evacuation order has been issued by CCTV, request all guests congregated in lobby
to leave to the assembly point for role call.
一旦指挥中心下达疏散指令，帮助在大堂的客人集体疏散至紧急集合地点清点人数。
6． Do not answer questions or make any comments to reporters or press media. Keep away from
them and execute your duties in a calm, polite and professional manner.
不要向媒体发表任何评论或回答各种问题，与媒体保持距离并以镇静礼貌的态度履行您的工作职责。
INTERNAL POLICY
REF: CMP-001
Page 39 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Front Office
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 11 Side A
Front Office前厅部
1. Front Office Manager will immediately proceed to the CCTV room after receiving the fire
alarm. After receiving the instruction from commander in chief, Front Officer Manager will
then return to his office to establish First Aid Center, deploy available staff to assist the fire
fighting.
前厅部经理接到火警通知后，立即赶赴消防监控中心，听取总指挥指示后，返回部门留守布置部
门内工作，做好疏散前准备工作，建立急救站，派送人员帮助灭火。
2. Assistant Manager will immediately proceed to the fire scene and will pick up fire
extinguishers along on the way.
大堂经理接到火警指令后，携带好消防装备赶赴火警现场，实施扑救工作。
3. GRO on duty to obtain In-house Guest List (both by room and by name), a VIP List including
disabled to be forwarded to the command post when evacuation becomes necessary.
当班客户关系经理立刻准备住店客人报表（按姓名顺序和房号顺序）、住店贵宾的名单包括行动不
便的客人和残障人士的名单。需要疏散时，需将名单交火警现场指挥中心。
4. Give discreet briefing to the Guest Service Agents and other staff at the reception desk on the
situation. Stand-by and continue to monitor developments. Instruct Guest Service Agents to
print an in-house guest list by room number and in alphabetical order for subsequent role call.
简要慎重地向前台接待员和其他前台的员工说明当前情况，继续关注事态发展并时刻准备采取行动。
吩咐前台接待员分别按房号和姓名顺序打印住店客人名单，以便于查对人名清点人数。
5. Guest Service Agents must reflect a calm attitude at the reception desk. Be alert in answering
queries on the fire situation and provide assurance to our guests.
要求前台接待保持冷静，在回答有关火情的问题时要机敏灵活，记录来自客人的询问电话，并随时
安抚客人。
6. Keep a log of the guest calls and follow- up the calls once the result of the investigation is
concluded. Try to adhere to the following wording when answering, “A fire is reported at
(location). Our Emergency Response Team are now investigating and we will advise you of
the situation as soon as possible”.
记录来自客人的电话，并在得出结论后及时给客人以答复。在未得到结论前可以向客人如此解释：
“据报在---------有火警，酒店紧急反应小组正在着手调查此事，如有任何消息我们会马上通知您。”
REF: CMP-001
Page 40 of 80
INTERNAL POLICY
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Front Office
Approved by：
Distribution: All department heads and Assistant Managers
Side B
7. Once an evacuation order is issued, Front Office Manager/Shift leader on duty will deploy
Guest Service Agents to escort in-house guests congregated in lobby to Lao Dongwu Plaza .
He will collect all guest passports airline tickets, key cards and deposit them into a safety box.
He will then take the in-house guest report and proceed to assembly points to organize roll
calls.
一旦接到疏散指令后，前厅部经理、前台接待应立即部署员工引导在大堂的客人撤离至老东吴广场。
前厅部经理、前台接待需将客人护照、机票和钥匙卡存放进保险箱内，并持住店客人名单赶往紧急
集合地点清点人数。
8. Front Office Manager will deploy Guest Service Agents and Guest Relations Officers to
direct evacuated guest to assembly points in the hotel lobby and hotel periphery.
前厅部主管应安排前台接待员在酒店大堂及外围指引客人向集合地点疏散。
9. In response to evacuation, lock up cash drawers properly. Put cash, credit card vouchers,
traveler cheques etc in drop safe.
在紧急情况下，收银员应尽可能锁好备用金抽屉，将现金、信用卡凭单和旅行社凭单存放进办公室
的保险箱内。
10. Concierge staff will take a stretcher to the fire elevator to help any injured guests.
行李员携带担架至消防电梯处接应伤员。
11. Any information received with regards to guests still being trapped in the fire or at the scene
of the fire will immediately by communicated to CCTV directly for necessary action.
如得知仍有客人被困在着火区域，应立即通知指挥中心采取必要行动。
12. Report to Fire Control Center result of the roll call for in-house guest.
在集合点将清点人数的情况反馈指挥中心。
13. Proceed to assembly point for roll call.
赶往集合地点集合。
14. Await further instruction from your supervisor.
随时听候主管的指令。
INTERNAL POLICY
REF: CMP-001
Page 41 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Club
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 12
Executive Lounge 行政楼层
1． In response to fire situation, the Executive Lounge shift leader will advise guests of the
situation and request them to leave for their own safety through the fire exit.
在紧急情况下，行政楼层经理/主管应向客人说明当前情况，引导客人从消防通道撤离。
2． Check guest toilets.
检查卫生间。
3． Pack up office and secure filing cabinets and ready to evacuate.
整理保护文件柜随时准备撤离。
4． Ensure Room Service staff switches off all power supplies.
督促客房送餐的员工关闭所有电源、煤气、水源、蒸气等。
5. After receiving the evacuation instruction of Command Post, Club InterContinental
Manager/Supervisor lock up and evacute to assembly point with their staffs.
一旦指挥中心下达疏散指令，行政楼层经理/主管应与员工锁好且一起撤离至集合点。
INTERNAL POLICY
REF: CMP-001
Page 42 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/F&B
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 13
F & B Department，Restaurant and I Bar餐饮部及餐厅
1． Upon receiving fire alarm, EAM i/c F&B shall proceed to CCTV and return to the
department after receiving instructions from the commander in chief, prepare for
evacuation.
餐饮总监接到火警报警后，立即赶赴消防监控中心，听取总指挥的指令后，返回部门布置部门
内工作，做好疏散准备工作。
2． In response to a fire situation, restaurant managers or outlets shift leaders will immediately
carry out an inspection of their area to prepare for an evacuation.
在紧急情况下，餐厅经理、主管应检查工作区域内情况并做好疏散准备工作。
3． Brief all staff discreetly and instruct them to remain calm and normal.
简要谨慎地向员工说明情况，要求他们保持冷静。
4． Pre-plan route to evacuate when required to do so.
事先计划疏散路线。
5． Remain alert and pay particular attention to the temperature and air-conditioning supply.
保持警惕，特别温度和空调的变化。
6． If the location is close to the fire, evacuate the area by guiding all guests to the assembly
area. Waive such charge as necessary and instruct guests not use lifts. USE FIRE EXIT
ONLY. Send staff to ensure that there are no guests in the toilet.
如果餐厅离火灾现场较近，应迅速将客人就近疏散至集合点，若情况危急，可免收餐费并告诫客人
千万不要使用电梯。只可使用消防楼梯进行疏散。并派员检查洗手间，确保没有客人留在洗手
间内。
Once an evacuation has been executed, inform CCTV.
如果餐厅的疏散工作已完毕，立刻通知指挥中心和通讯服务部。
7． After all the guests have left, lock up all valuables and switch off all power supplies before
you evacuate with your staff to assembly point for roll call.
所有客人撤离后，经理、主管要在与员工一同离开前锁好所有贵重物品，关闭餐厅内一切供电。
8． If possible, cashier to clear all cash from their area, gather credit card slips and put in the
drop-safe. Switch off power and leave the location taking the key of the cash register.
如果时间允许，收银员应将所有的现金、信用卡凭单存放于保险箱内，关闭电源，携带现金抽屉的
钥匙撤离现场。
REF: CMP-001
Page 43 of 80
INTERNAL POLICY
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Kitchen
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 14
Kitchen 厨房：
1． In response to emergency call, chefs in charge of respective kitchens will immediately carry out
an inspection of their areas to prepare for an evacuation. Brief everyone present and continue to
monitor situation through public broadcasting system or telephone.
接到火警后，各厨房的当班厨师长应立即检查区域内情况，为情况进一步恶化作准备，向员工说明情
况，通过电话等其他方式注意事态发展。
2． Upon receiving evacuation instructions, before staff evacuate, chef shall make sure that all gas
valves, stoves, oven, fridges, freezer, electricity and water valves are closed.
一旦接到疏散指令后，在与员工撤离前，厨师长应确定所有燃气阀、炉灶、烤箱、冰箱、冰柜，电源
水阀等都关闭完好。
3． If fire takes place in the kitchen:
如火警发生在厨房：
1） Immediately dial “6119” and report fire alarm.
应立即拨打紧急电话“6119”报警。
2） On duty person in charge shall instruct staff at the scene to start putting out the fire at early
stage with fire extinguishers or blanket.
当值负责人指挥在现场的员工使用灭火器材进行初期扑救工作。
3）Executive Chef instruct employees to cut off all electricity, water, warehouse, cold store and
gas except the light.
行政总厨负责督促员工关闭照明以外的所有电源、自来水、仓库、冷库门和燃气供应。
4）Remove all inflammable items away from affected area.
转移易燃物远离受火灾影响区域。
5）If the fire has spread and is beyond control, or if there is the likelihood that an explosion may
occur, organize staff in the vicinity to evacuate immediately.
如火势难以控制，或可能引起爆炸，应立即组织人员进行疏散。
6）Assume command of the location until arrival of the Emergency Response Team and brief
them on situation and action taken.
现场指挥灭火工作直到紧急反应小组到达现场，反馈当时情况及采取措施。
7）Remain with the Emergency Response Team to coordinate necessary action.
积极配合紧急反应小组的工作。
INTERNAL POLICY
REF: CMP-001
Page 44 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Room Service
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 15
Room Service客房送餐
1. In response to fire situation, Shift leader or person in-charge from in room dining will
immediately hold up all outgoing service upon receiving instruction from F&B manager. He will
call back all his associates and brief them on the situation and instruct them to remain in position
until further notice.
在紧急情况下，客房送餐的主管/当班负责人应服从餐饮部经理的指令立刻停止一切送餐服务。主管/
当班负责人召回送餐部的员工，向他们简要说明情况，并要求他们坚守岗位等待下一步指令。
2. Command center will call up in-house guests who have made order to apologize for the delay. If
there is a query, try to adhere to the following explanation, “a fire alarm is reported at (location).
Our emergency response team is now investigating. We sincerely apologize for the delay of the
service and will come back to you when situation is cleared”. Then mark down room number for
return call.
打电话给已点餐客人，对延迟送餐表示歉意。如果个别客人对此产生疑意，我们可以向其解释“我们
接到在（ 地点）的报警。饭店的紧急反应小组正在着手调查此事。对于由此造成的延迟送餐我们
深感遗憾。在此我们可以向您保证，情况一旦好转，我们将立刻为您送餐。”记录下客人的房间号码。
3. Regret fresh orders using explanation.
向在此期间点餐的客人致歉。
4. When an evacuation order of his area has been issued by CCTV, he will lock up the valuables
and document in his office and evacuate with his staff via the nearest fire exit to assembly point
for roll call.
一旦指挥中心下达疏散指令，客房送餐的主管/当班负责人应锁好贵重物品和办公室内的文件资料，与
部门员工一起选择最近的消防楼梯赶往集合地点。
INTERNAL POLICY
REF: CMP-001
Page 45 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/HR
Approved by：
___ Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 16
Human Resource Department人力资源部
1． HR manager will immediately proceed to CCTV after receiving the fire alarm instruction.
After receiving orders from the chief commander, HR manager shall return to the department
and prepare for evacuation.
人事部经理接到火警通知后，立即赶赴消防监控中心，听取总指挥的指令后，返回部门部署部门
内工作，做好疏散准备工作。
2． Brief the department staff on the situation and request them to stop all work and generate the
most updated name list of on duty staff.
接到紧急火情通知，根据部门经理带回指令，立刻停止一切工作，立即提取一份最新的当班员工名
单。
3． Once an evacuation order of any area/location has been issued by CCTV, HR Manager will
lock up his office and proceed to the assembly point with his associates via the nearest fire
exit together with up-to–date staff name list and any important document/diskettes.
一旦接到疏散指令后，人事部经理应锁好办公室的门，与其他部门员工一起携带最新的当班员工名
单及其它重要文件和软盘，从就近消防楼梯撤离至集合点。
4． Check both Male & Female lockers ensuring that any staff members in the lockers are
evacuated.
检查男女更衣室，休息室以确保员工已被安全疏散。
5． In case of injury, assist hotel doctor to carry out medical treatment. If the injured person is in
a critical situation, call 120 immediately.
如有人员受伤应协助酒店医生进行医治，如伤员有进一步发展，应立即联系 120 救护中心。
6． After reaching the assembly point, HR manager shall send staff to start counting number of
persons under the assistance of each department managers and supervisors.
到达集合地点后，人事部经理应着手组织员工在各部门经理、主管的协助下进行点名。
7． If the emergency takes place at night or during holidays, department managers and
supervisors shall temporarily be in charge of the responsibilities of HR department until
senior management personnel or administrative committee members arrive.
如果紧急情况发生在夜间或休息日，各部门经理、主管将在高级管理人员或行政委员会成员到达之
前临时承担人力资源部的职责。
REF: CMP-001
Page 46 of 80
INTERNAL POLICY
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/S&M、EO、FIN、EDP
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 17
Executive Office, S&M, Finance Department, EDP etc. 行政办、销售部、财务部、电脑房等：
1． Director and managers of each of the department listed above shall immediately proceed to
CCTV once receiving fire alarm instruction. After receiving orders from the chief
commander, they shall return to each department and prepare for evacuation.
上述部门总监、经理接到消防报警指令后，立即赶赴消防控制中心，听取总指挥的指令后，返回
部门部署部门内工作，做好疏散准备工作。
2． In response to fire situation, persons in charge of respective offices will ensure that the
message has been passed on to every associate. Remind them to remain calm and wait for
further instructions.
遇紧急情况，各部门的负责人须确保每位员工了解当前情况，并要求大家保持冷静，等待进一步指
令。
3． Once an evacuation order has been issued by CCTV, switch off all computers, leave office
with associates. Lock up document and proceed to assembly area for roll call.
一旦接到疏散指令后，应关闭所有电脑，锁好文件资料，带离贵重物品，同员工一起撤离办公室赶
往集合点。
4． If the fire cannot be put out and already spreads out, evacuate immediately.
如果火势不能被扑灭，已形成蔓延，应立即疏散。
5． Catering Sales Department personnel to check the Catering Book prior to evacuation and
evacuate together with the book to the assembly area. Call for assistance from your other
colleagues where appropriate.
在实施疏散前宴会销售部应检查宴会记录本，并携带此记录本疏散至集合点，如有必要可寻其他员
工的帮助。
6． EDP manager will get ready to shut down all the main computer or servers, and store all the
back up disks into a safe.
电脑房经理、员工应做好关闭所有主要电脑或服务器的准备，将备份软盘存放进保险箱。
7． The Financial Controller shall take the necessary steps to safeguard operating funds and
important documents that may be in danger of destruction.
财务总监应采取必要措施保管好营运奖金和重要文件资料，必要应及时带离。
INTERNAL POLICY
REF: CMP-001
Page 47of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Fire Alarm & Evacuation Procedure
------Action Cards/Holiday or at Night
Approved by：
Distribution: All department heads and Assistant Managers
EMERGENCY FIRE PROCEDURES
火警应急程序
ACTION CARD 18
Fire Alarm At Night Or During Holidays:
夜间和节假日其间发生火警：
1． Emergency Response Team shall inform CCTV and ISC once the fire is confirmed.
紧急反应小组确认为真火警，通知消防中心、总机。
2． ISC inform Resident Manager, EOD to arrive at the CCTV, and the Night Manager, the Fire
Fighting Team (FFT) to go to the site.
总机通过电话，通知驻店经理、总值班赶至消防监控中心, 夜班经理和消防队员赶到现场。
3． ISC call back respective hotel personnel to hotel through all kinds of communication
channels.
总机通过多种联系方式通知酒店相关人员到酒店。
4． Once receiving fire alarm instructions, Resident Manager and EOD proceed to the CCTV
and get briefed by Emergency Response Team at scene of the fire.
接到火警指令后，驻店经理、总值班赶赴消防监控中心，听取火灾现场紧急反应小组汇报。
5． If fire cannot be controlled, Resident Manager and EOD shall issue evacuation instructions.
如火灾无法控制，驻店经理、总值班发布疏散指令。
6． Once receiving evacuations instruction, stewards and PA staff from affected floors and
other areas bring customers to the assembly point through nearest fire control staircase.
一旦接到疏散指令后，受影响楼层及其他区域的 PA 和管事部员工带领客人就近消防楼梯进行疏散
至集合点。
7． When no one is inside the Housekeeping office, ISC shall inform the PA supervisor on duty
to be in charge of respective duties.
客房办公室无人当值时，总机及时通知当值公共区域主管担负相关职责。
8． After completion of evacuation, Night Manager shall immediately start counting number of
customers and staff. Each evacuation assembly point shall report the status of evacuation to
CCTV.
疏散完毕，夜班经理及时清点客人和员工人数情况，各疏散区域及时将疏散情况反馈至消防监控
中心。
9． Resident Manager and EOD shall report the entire emergency incident to the General
Manager.
驻店经理、总值班将整个紧急事件报告酒店总经理。
INTERNAL POLICY
REF: CMP-002
Page 48 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Armed Robbery
Approved by：
Distribution: All department heads and Assistant Managers
Plan 2、Armed Robbery
应急预案 2：持械抢劫
Policy:
原则：
Robbery is the taking of one’s valuables, cash, jewelry, ect…in the presence of the individual
and against that individual’s will. Armed robbery occurs when the threat of personal harm is
present or implied. The following policy is to be followed to ensure the safety of our guests
and employees when a robber attempt occurs. The safety of guests and associates is the
prime objective in an armed robbery situation. No attempt should be made by all staff
members to interfere and risk their health and lives.
抢劫是指在被害人面前，违背被害人的意愿拿走其有价值的物品，如现金，首饰，珠宝等。携武器的
抢劫威胁到被害人生命安全。在这种情况下，保护客人和员工的安全是主要目的。 千万不能试图拿
员工的生命和健康冒险。
Staff should act in a calm manner and help limit the distress of guests who may be involved.
Meet the demands of the offender(s) in an efficient manner so as to minimize the time spent on
the premises by the offender(s) and thereby reducing the risk of injury to staff and guests.
员工应保持冷静，安抚受牵连客人的情绪。在尽可能缩短时间的前提下，以适当的方法来满足暴力分
子的要求，努力避免客人和同事在此情况下受伤。
INTERNAL POLICY
REF: CMP-002
Page 49 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Armed Robbery
Approved by：
Distribution: All department heads and Assistant Managers
Procedures
员工应对程序：
1. Employees are to follow the instructions of the offender(s) completely.
听从抢劫犯的指示
2. Employees instructed to hand over money should do as desired. Do not volunteer money that is
not apparent to the offender(s).
按抢劫犯要求递钱过去，不要自觉给于抢劫犯没有看见的钱。
3. Carry out the instructions of the offender(s) as requested. Do not attempt any resistance.
对暴力分子提出的要求表示顺从，不要做出任何反抗行为。
4. Do not attempt to withhold cash or valuables.
不要试图保留现金和贵重物品。
5. Allow unrestricted access to the offender(s). Do nothing to obstruct or hinder the offender(s).
不要设置障碍阻止暴力分子逃跑。
the offender(s) carefully, noting the physical descriptions, peculiarities in behavior,
exact words stated, method of operation, clothing, accent, race and escape path used.
仔细观察抢劫犯，注意其外表，特征，用字，方法，衣服，口音，逃跑路线等。
7. When you feel that it is safe and your actions will not be detected, activate the hold-up alarm.
It shall be up to the employee’s discretion as to the safest time to activate the alarm. The alarm
should be activated only when there is no danger to anyone.
在安全的情况下激活报警装置。一定要注意保护自己的安全下才激活报警装置。
8. Upon activation of the alarm, security will respond first, via telephone, to inquire if there is any
problem: “Is there a problem at the cashier?”
If you or the other employees or guests are in danger, just answer by saying “Yes sir, we will
be able to exchange your foreign currency for you.” This will end the telephone conversation.
报警装置被激活后，保安部的第一个反应将是致电询问。保安会问道：“柜台是不是有状况？”。
处于威胁情况下的服务员按以下内容回答：“是的，先生，我们可以为您兑换外币”, 不再说别的。
9. A Security Officer will be advised of the alarm and sent to observe the area.
派保安去现场观察。
an actual robbery is in progress, the Security Officer will observe and relay all information to
CCTV. The officer in CCTV will relay this information to the local PSB.
保安确认劫案后立刻通报消防监控中心，由监控中心报警。
11. Do not touch anything that the offender(s) touched.
不要触碰任何抢劫犯碰过的东西。
12. Separate all witnesses and have them write down exactly what they observed.
隔离所有证人，并使其单独写下事情经过
Following these steps will help your chances of avoiding injury to your self and others around
you.
照这些步骤，可以避免你自己及别人的受伤机会
INTERNAL POLICY
REF: CMP-002
Page 50 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Armed Robbery
Approved by：
Distribution: All department heads and Assistant Managers
When Security is notified that an armed robbery is in progress the following guidelines should be
observed:
当得到有抢劫犯的报告时，要执行以下几点：
A. If robbery is in an area covered by CCTV, cameras should be isolated on that area to make
certain that a robbery is in fact in progress and being recorded.
抢劫犯在有消防监控中心的区域时要对准其拍摄。
B. If in fact a robbery is occurring, notify 110 at once giving a description of the perpetrator
observed on the camera. Also, if a weapon was visible.
有抢劫发生或发现武器要立即报警。
C. Security Supervisor responding to the location shall stay at a safe distance to observe and
report.
保安要在安全的地点观察动静并作汇报
D. After robbery, the Security Supervisor shall instruct all persons involved not to touch or
remove anything in the area. Security Supervisor shall ask each witness to write down a
description of the offender and what they observed. Keep witnesses separate.
抢劫之后，保安要提醒大家不要触碰或损坏任何东西，并且让证人在隔离的情况下单独写下事件
过程
E. Remember, avoiding injury to yourself and others is paramount.
记住避免自己及别人的受伤是最优先的
F. Keep guests and other staff away from areas the offender(s) were in or
anything that they touched. Police need to gather evidence in those areas.
为配合警察的调查取证工作，应保护事发现场及暴力分子接触过的东西
REF: CMP-003
Page 51 of 80
INTERNAL POLICY
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Bomb Threats
Approved by：
Distribution: All department heads and Assistant Managers
Plan 3、Bomb Threats
应急预案 3：炸弹威胁
Policy:
原则：
Bomb threats should be taken seriously and guest and employees safety is of paramount
importance and must be considered at all times. All details must be taken and a search
conducted in a professional manner and in a way as not to raise undue alarm amongst guests
and associates.
严肃认真地处理爆炸恐吓事件，时刻将客人和员工的安全放在首要位置。掌握所有细节问题，以专
业方式开展搜寻工作以免在客人与员工间引起极度恐慌。
The purpose is to provide maximum protection for InterContinental employees, guests and
facilities, to assist PSB and fire brigade in area searches and investigation.
目的是尽力保护酒店的员工,客人和设备的安全提供防卫, 帮助执行人员和消防人员在有关地区检查.
Procedures:
程序
Upon receipt of a bomb threat the telephone operator shall:
接线员要做到：
1. Take notice of any background noises on the line, which may help later to identify the
caller’s location.
注意听打电话人周围环境的声音，以便在调查工作中辨别打电话人的方位。
2. Write down the location and the kind of bomb, how it will detonate, etc.
详细准确记录爆炸物的地点、类型、方式等有关情况。
3. Complete the bomb threat call check list (form attached).
填炸弹威胁报告表。
4. Or tell the caller to call 65583095(Security Department).
或告知打电话者拨打 65583095（保安部直线电话）直接与酒店负责人联系。
5. Call the GM and the CMT to assemble in the CCTV room.
传呼总经理或酒店值班经理，召集危机管理委员会到消防监控中心。
6. If the caller described the device as radio activated, only use the Telephone System as a
means of communication. DO NOT USE PAGERS AND MOBILE PHONE! THIS
SYSTEM SHOULD BE SWITCHED OFF IMMEDIATELY.
如果恐吓者说明此爆炸装置是由无线电系统激活的，只能使用酒店电话作为通讯工具。“千万不要
使用传呼机和移动电话，立即关闭传呼系统”
INTERNAL POLICY
REF: CMP-003
Page 52 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Bomb Threats
Approved by：
Distribution: All department heads and Assistant Managers
7. Contact the police and follow any instructions they may give you.
与警方取得联系，按指示行动。
8. If the CMT locates a suspicious object they will contact Security Department with details.
These details are to be relayed to the police.
如果危机管理委员会发现可疑爆炸物，应迅速通知保安部详细情况。这些细节资
料也同样对警方有帮助。
9. Crisis Management Team
危机管理委员会
Upon receipt of a bomb threat alarm, CMT members assemble in the CCTV. Only the
General Manager on site is authorized to order an evacuation of the building, unless the
Police ask for this to be undertaken, in which case, this request is to be complied with.
接到炸弹恐吓报警后，危机管理委员会成员在消防监控中心集合。所有人员听从总经理的指
挥。只有总经理才能发出疏散指令。
10. Chief Seucrity Officer shall assign persons familiar with public areas to conduct a search.
Which includes the lobby, meeting rooms, restaurants, bathrooms, public telephone areas,
guest service storage, lobby stairwells and elevators? The search should be carried out as
discreetly as possible to avoid panic among guests and associates.
保安经理要安排检查所有公共区域，包括大堂、餐厅、会议室、浴室、公共电话房、行李寄存
室、电梯井等。在寻找可疑爆炸物时必须十分谨慎，以免引起客人和员工的恐慌。
1）If a suspicious object is found it should not be disturbed and all persons in the area should
be moved to a safe place.
如果发现可疑物体，不要去碰它，而应尽快将此区域的人员转移至安全地带。
2) All doors to the area should be closed.
关闭此区域的每一扇门。
3) The details of the location of the object and description should to be passed on to the
Operator.
要将可疑爆炸物的具体位置和特征描述资料传送至通讯服务部。
INTERNAL POLICY
REF: CMP-003
Page 53 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Bomb Threats
Approved by：
Distribution: All department heads and Assistant Managers
How to Conduct Searches
怎样检查
It is imperative that people involved in the search be aware that their only mission is to search for and
report suspicious objects. Under no circumstances should anyone move or touch a suspicious object
or anything attached to it.
检查人员只负责检查，所有人员在任何情况下均不得触碰可疑物体
Upon entering a room, examine various parts of the room and stand quietly. Listen for a clockwork
device. Check for items not normally present. Do not turn on the lights, use a flashlight. Don’t even
change the thermostat setting.
进入客房，需迅速检查房间内的每个部分。听滴答声，检查不寻常物体，不要开灯用手电筒，不要碰空调
Use the telephones as primary means of communication during a search (use of radios can cause
detonation of an electric initiator).
用电话，不要用无线电通讯
When suspicious object is located the following procedures are recommended:
发现可疑物体时：
Notify CCTV of the location and accurate description of the object.
报告物体位置及形状
Use telephone for reporting
用电话报告
Open doors and windows if any.
打开门窗
Safeguard the area.
保卫地区
Leave area when bomb sqad arrive.
炸弹处理部队到达后撤退
REF: CMP-003
Page 54 of 80
INTERNAL POLICY
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Bomb Threats
Approved by：
Distribution: All department heads and Assistant Managers
Evacuation
疏散
Evacuation:
The General Manager, Deputy General Manager or Resident Manager are the only persons
who will call for a total or partial evacuation of the hotel after receiving the necessary
information from the PSB, if a device is found.
在接到确切消息的情况下，只有总经理或驻店经理可以下达疏散或部分疏散命令
Note: If the mentioned executives are not present, the decision will be made by the Executive on Duty or
next person in charge on the chain of command.
注意：若以上提及的二位不在场时，该命令可以由值班经理或相关负责人下达
No call or threat should be disregarded; however, the decision may be made to begin a search before
the police or fire brigades have responded. A search must be carefully and properly made.
不可忽视任何威胁电话，可以在警察未到之前进行检查，但必须小心
The people best suited to search any given area are those who work in the area. The will have the least
difficulty spotting any new or foreign objects. Also, they will either have keys to locked doors in their
possession or will know where to get them.
平时在这一地点工作的人最适合被派去检查。他们对可疑物体最为敏感，当然，他们也有钥匙打开房门或知
道钥匙在哪
Some employees will object to being assigned to search for bombs for obvious reasons. The value of
their assistance in the search procedures should be explained to them in hope of persuading them to
cooperate.
一些员工会不愿意被派去协助寻找明显的炸弹，便向他们说明清楚他们的帮助是很有价值的.\
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.
炸弹也许看上去不像炸弹或被隐藏地很好，所以要依靠专业人士进行彻底细致地检查
Unless information has been received as to 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.
除非已经知道炸弹放置的确切位置，否则检查要从外至里，从下至上进行。
Exterior searches should begin at ground level and close attention given to piles of leaves, or refuse,
shrubbery, entrances, man holes, trash cans, and parked vehicles. The area should extend outward from
the building to a distance of 25 to 50 feet or some natural line such as a curbing or wall. Once the
ground level search is completed, a search should be conducted to whatever areas that could be reached
by a bomber. Particular attention should be given to window ledges, air conditioning units, signs,
building ornaments and fire escapes. If accessible by a fire escape or other external means, the exterior
search should include the roof.
建筑物外部检查应首先检查地面开始，落叶堆、灌木丛、入口处、垃圾筒及停放的车辆等。搜查范围应延伸
至酒店外 25－50 英尺远及栅栏和围墙边。当一轮地面检查结束后，要想象到投放炸弹人员可能放置的其它
地方，应特别注意：窗边，空调内，装饰品及火灾逃生口、楼顶等
INTERNAL POLICY
REF: CMP-003
Page 55 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Bomb Threats
Approved by：
Distribution: All department heads and Assistant Managers
The inside search should begin with an immediate check of those interior areas most likely to attract a
bomber. This includes areas open to the public and areas containing service equipment. Reception
rooms, restrooms, etc., are frequent bomb targets.
建筑物内部检查要从那些看起来特别容易放置炸弹的地方入手，包括：公共区域，公共服务设施，接待处，
洗手间等，及其它易放炸弹处。
The team should move systematically and areas searched should be marked with yellow chalk to
eliminate duplication by other search teams.
检查要有系统地进行，并做好记号，不要重复检查
Detailed room searches are best carried out in a series of distinct steps that ensure thoroughness and
minimize confusion and duplication. Suggested steps to follow are:
客房检查要有步骤地进行，建议可以从以下方面入手
An audio check of each room should be made and any unusual sounds detected should be investigated
immediately.
客房检查要注意特别的声音，要一寸寸彻底检查。并检查悬挂物体。
Searchers should divide the rooms into approximate equal parts on the basis, not of size, but of the
number of objects to be searched. These areas then are searched by members of teams assigned to
search them. When completed, they would switch areas and conduct searches again.
搜查员应将房间等分后检查，这里指的等分不是面积大小，而是均分检查的物品，这些物品指定专人检查完
后交换检查，以防疏漏。
Searching sweeps should be made which include the floor area and put to waist high; form the waist
level to the ceiling; and, finally, the ceiling area if there is a false ceiling, hanging light fixtures, etc.
要进行地毯式检查，包括：地面，半墙体及天花板，天花板还应检查悬挂的物体
It is not widely recognized that a thorough and detailed search of even a medium- sized building may
consume from 12 to 24 hours and result in considerable disorder produced by the movement and partial
disassembly of furniture and equipment as well as the search of files and storage areas.
通常要完成对一幢大楼的仔细检查会需要化费 12 至 24 小时，需要移动或拆开家具和设备，包括翻查各类资
料和储藏室。
Locating a bomb or suspected explosive device
放置炸弹或可疑的爆炸装置
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 personnel
immediately.
所有人员都不得擅自触摸可疑物品, 应立刻通知警察或消防队。
REF: CMP-003
Page 56 of 80
INTERNAL POLICY
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Bomb Threats
Approved by：
Distribution: All department heads and Assistant Managers
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，然后实施以下措施。
- Any first aid team should be moved into position to provide rapid assistance in the event of a
detonation.
立刻组织急救小组，以备突发事件的发生。
- Utility services such as gas and fuel oil that may contribute to a fire or explosion should be
shut off in the bomb area.
在炸弹放置区域立即切断一切易燃爆电源，比如气体或燃油等。
- Depending on the size and the nature of the bomb, only the floor where the bomb is and the
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.
依据炸弹的大小及性能，判断如何疏散人群：仅疏散该楼面客人，还是炸弹所在楼层的上面或下
面楼层，若事态严重，应疏散距离炸弹或可疑物品 300 英寸远的人群。
- Any materials that might ignite and contribute to fire damage during detonation should be
removed.
移走任何可能会引爆炸弹的物品。
- Windows and doors should be opened in order to vent the blast if detonation should occur.
窗户和门应保持打开，以备爆炸发生后迅速消散烟雾。
- 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 the 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 barrier material.
在条件允许的情况下，应采取保护措施，以防止爆炸及碎片可能导致的伤害。在炸弹及爆炸物的
中间可放置两排沙袋，气垫或翻倒的桌子，隔离物不能是易燃易爆的，也不能接触要炸弹及其表
面，该装置不能被任何障碍物覆盖住
- Whether or not to evacuate is a management decision, and should be based on information
Given by the caller. If, after analysis of the call, the threat is deemed serious, the hotel
Should be evacuated and searched. If there has been no call, or the threat has not been
deemed serious and a package or device is discovered, then the hotel should be
Evacuated in an immediate and orderly fashion.
接到威胁电话后，只有管理层可以下令疏散人群。在对电话做出分析后，认为危害的可能性存在
后，应立即疏散人群并进行彻底检查。若没有接到电话但发现了可疑的包裹或装置，仍应立即疏
散人群并通知相关部门。
- When it is announced that the hotel will be evacuated, follow the Evacuation Procedures
一旦宣布需进行疏散, 应根据该手册中的疏散程序操作
INTERNAL POLICY
REF: CMP-003
Page 57 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Bomb Threats
Approved by：
Distribution: All department heads and Assistant Managers
- Make sure electrical equipment is unplugged. This allows searchers to listen for timing
mechanisms.
确定所有电源插头被拔去,搜查人员仔细倾听定时器的声音
- Typewriters, copy machines, calculators, etc…
打字机,复印机,计算机等
- Remove each register drawers and keys from registers.
拿走收银机的抽屉及钥匙
- Remove guests and employees from the area.
转移该区域的客人和员工
- Secure area – no one may enter.
危险区域----任何人不得入内
- DON’T PANIC.
不要惊慌
It should be remembered that in making the decision of whether to evacuate or not, the management’s
first consideration should be for the safety of guests and staff.
必须记住:决策层在作出是否疏散人群决定时首先需考虑的是人们的生命安全
Also, consideration must be given as to where the occupants will be evacuated. They must be moved
far away to be safe from the flying glass and debris.
当然,还应该考虑避难场所,该避难场所应距离事发场所一定远,以保证人员不受到飞溅的玻璃碎片的伤害
IF A BOMB HAS DETONATED
如果爆炸物已被引爆
1. 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.
检查有无其它爆炸物，如果发现可疑人物立刻拘捕并转交警方。
2. Check the immediate environment, avoid poisonous gas.
要注意现场是否存在有毒气体，防止中毒。
3. Cut off any power, guard against electric shock.
现场周围立即切断电源防止触电。
4. Prevent ashes to come to flame again after ventilation is resumed;
防止通风后被覆盖的余火再次复燃。
EXPLOSION INVESTIGATION
爆炸原因的调查
First, ascertain the nature of the explosion - is it an accident or incident, and take photos as record.
According to the nature of the explosion, PSB and the Fire Bureau will handle the investigation.
首先要查清爆炸的性质，对现场进行拍照。是爆炸事故还是爆炸事件。只有区分了性质，才能得到正确
处理。此项工作主要由公安机关和消防局处理。
INTERNAL POLICY
REF: CMP-003
Page 58 of 80
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Bomb Threats
Approved by：
Distribution: All department heads and Assistant Managers
BOMB THREAT
PLACE THIS UNDER TELEPHONE CALLER`S VOICE 对方的声音
Calm 平静 Angry 愤怒 ExitedBE CALM,COURTEOUS. LISTEN, DO NOT
INTERRUPT.
保持冷静、礼貌，不要打断对方 Slow 缓慢 Rapid 急促 Soft 温和
TIME CALL RECEIVED:
收到来电时间
TIME CALL ENDED:
结束电话时间
IF VOICE IS FAMILIAR, WHO DID IT SOUND LIKE?
如果声音熟悉，听起来像谁
OUESTIONS TO ASK: 提问 BACKGROUND SOUNDS: 环境声音特征
1. WHEN IS BONB GOING TO EXPLODE?
炸弹何时引炸？
2. WHEREIS IT RIGHT NOW?
炸弹在哪里？
3. WHAT DOES IT LOOK LIKE?
炸弹外观？
4. WHAT KIND OF BOMB IS IT?
何种类型炸弹？
5. WHAT WILL CAUSE IT TO EXPLODE?
如何引炸炸弹？
6. DID YOU PLACE THE BOMB?
是你安放炸弹？
7. WHY?
为什么安放炸弹？
8. WHAT IS YOUR NAME?
你的名字是什么？
9. WHAT IS YOUR ADDRESS?
你的地址是什么？
10. ARE YOU CALLING FROM A PAY RHONE?
你是用投币电话？
YES NO
11. LOCATION AND\OR NUMBER:
打电话位置和回电号码？
SEX
性别: M / F
RACE:
民族
AGE:
年龄
EXACT WORDING OF THREAT: 具体威胁语言
REF: CMP-004
Page 59 of 80
INTERNAL POLICY
Prepared by： Security Manager All Departments Date：January 15, 2007
Subject： Crisis Management Plan
------ Civil Disturbance
Approved by：
Distribution: All department heads and Assistant Managers
Plan 4、Civil Disturbance
应急预案 4：民事骚乱
Policy:
原则：
A civil disturbance is the action of a group of dissenters protesting or demonstrating at or near
the hotel.
民事骚乱是指一个反对者的团体在酒店附近抗议或示威。
Any civil disturbance in or around the hotel premises will be handled in such a way as to have
only a minimal effect on guest and associate comfort/safety levels within the premises.
尽可能减少对客人和员工的舒适/安全生活产生影响。
Procedures:
程序
If a civil disturbance occurs, the General Manager should be notified. The GM should
determine whether the disturbance is potentially dangerous and whether the disturbance is
directed against the hotel, a guest, a group, or other individual. It is the GM's responsibility to
decide to alert the staff and to keep a chronological record of events.
如果民事骚乱发生，立即通报总经理。总经理应确定骚乱是否有潜在危险，是否针对酒店、某个客人、
某个团体、或其他个人。总经理有责任决定是否警告员工，并对事件按时间顺序作记录。
Potentially Dangerous Disturbances 有潜在危险的骚乱
If the disturbance is evaluated as potentially dangerous, the police should be contacted and a
member of management should arrange to meet with police representatives. If necessary, hotel
security personnel should secure the outside of the building, including all guest, employee
delivery, and parking entrances, and outside elevator landings. Always remember to remain
calm and transfer a calm attitude to others by your actions.
The procedures to be used in handling potentially dangerous disturbances can be divided into
two phases.
如果骚乱被认为有潜在危险，应联系警方，一名管理层人员应安排与警方代表会面。如有必要，酒店
保安人员应对酒店大楼外围加以保护，包括所有客人和员工的转移，车库入口，以及电梯厅区域。始
终记住要保持冷静，并以自己的行动表现出对其他人镇静的态度。
INTERNAL POLICY
REF: CMP-004
Page 60 of 80
Issued by： Security Manager Department： Security January 15, 2007
Subject： Crisis Management Plan
------ Civil Disturbance
Approved by：
Distribution:
Phase I:第一阶段
Employees leaving the building should use one specified exit under control of security and
removed from the demonstrators.
员工离开酒店应使用一个安全并且远离示威者的专用出口。
Secure al
