What should I do if the person in charge can't get through to the emergency plan?

emergency plan of xinshun hotel I. emergency response team: group leader: general manager. Deputy Head: Executive Deputy General Manager: general manager office, Manager of Finance Department, Manager of Security Department, Manager of Front Office Department, Manager of Catering Department, Manager of Housekeeping Department, Manager of Sales Department. In case of emergency, the duty manager shall be responsible for handling it before the members of the handling team arrive. Emergency measures to deal with all kinds of emergencies: 1. Emergency measures for robbery cases: (1) When there is a robbery case in a hotel, if the robber is armed, the staff present should avoid confrontation with the gangster, keep calm, and observe any characteristics such as the gangster's face, body shape, clothes, hairstyle and accent. If the robbers are unarmed and have enough manpower to subdue the robbers, they should wait for an appropriate opportunity to catch them and hand them over to the police, but they should never act rashly to avoid unnecessary casualties. If the staff of the monitoring center finds a robbery in the hotel, they should immediately inform the department manager or high-value manager and report to 11 as instructed. (2) If the robbers flee the scene by car, they should write down their license plate number, color, car type or brand, and record the number of people. (3) Protect the site. Don't touch the murder weapon and tools left by the robbers. Draw a warning zone and don't let irrelevant personnel enter the scene. (4) If it is impossible to leave the evidence left by the robbers in the crowded places such as traffic arteries and public places, they should be packed in plastic bags and handed over to the police. (5) Interview the witnesses, collect the information about the robbery and provide it to the public security organs. At the same time, the relevant personnel should not leave before the public security personnel have investigated the scene or completed the treatment. (6) The personnel present are not allowed to disclose any information to the media or irrelevant personnel, and are not allowed to take photos. (7) If there are any injured people, they should be sent to the hospital for treatment immediately and report to the public security organ. 2. Emergency measures for hostage-taking cases: (1) When a hostage-taking case occurs in a hotel room, the floor service personnel should immediately report to the department manager, high-value manager and security department. (2) After receiving the report, the emergency response team can set up a headquarters on the incident floor and call the police at the first time. (3) Before the police arrive, the news should be blocked, and it is strictly forbidden to disclose the scene situation to irrelevant personnel, so as not to cause panic among guests and crowd onlookers, which will lead to the robbers taking risks and endangering the safety of hostages. (4) Try to meet some reasonable requirements of the robbers, such as sending water and food, to stabilize the robbers' mood. (5) Security personnel and equipment personnel are on standby nearby, so as to cooperate with the actions of public security personnel and draw a warning range. At the same time, evacuate the guests in the room where the robbers are located, so as to prevent the robbers from carrying explosive dangerous goods. (6) Collect and prepare the information such as room check-in, surveillance video and engineering drawings in time and provide them to the police. 3. Emergency measures for fighting cases: (1) When there is a fighting incident in the hotel, it is necessary to immediately stop dissuasion and disperse the onlookers. (2) If both parties do not listen to stop, and the situation continues to develop, and the scene is difficult to control, they should promptly report to the public security organ and inform the relevant department personnel of the hotel. Security guards should be on the scene quickly to prevent damage to hotel items. (3) If the hotel articles are damaged, the fighter should be intercepted and demanded compensation. If there is an injured person, the traffic police will deal with it after first aid. The scene must be kept intact for police investigation and help the police identify the troublemakers. (4) If the fighter escapes by car, he should write down the characteristics such as license plate number, color, vehicle type and number of people. (5) Assist the police to investigate the fighting scene and collect all kinds of fighting tools. 4. Emergency measures for food poisoning incidents: (1) If anyone is found to be poisoned in the hotel, whether by mistake or intentionally taking poison, the following measures should be taken in addition to immediately calling the police: a. Call the emergency center to call "12" for help. If the medical staff fails to arrive in time, the poisoned person's life will be in danger, and the poisoned person should be sent to a nearby hospital for rescue, and the unit or relatives and friends of the poisoned person should be informed. B, protect the scene where the poisoned person is, and don't let anyone touch toxic or suspected toxic items (such as drugs, containers, drinks and food, vomit, etc.). C. Arrange parking spaces for police cars and ambulances when they arrive and leave. D. Register the personal belongings of the poisoned person and hand them over to the police. E, to prevent other people onlookers. F, the relevant information (including the arrival and departure time of police cars and ambulances, the name of the person in charge of the police and other information) shall be registered for the record. J, found poisoners or suspicious personnel, immediately stranded, traffic police processing. 5. Typhoon emergency measures: (1) Personnel at all posts should stick to their posts and never leave their posts without permission or replacement. (2) The Equipment Department shall inspect the ceiling, exterior decoration and signs, and reinforce them when necessary. We should do a good job in the protection of power equipment to prevent line failures or electric injuries caused by typhoons. Make sure the sewer is unblocked to avoid flooding. (3) Security guards should pay attention to and guide the parking of vehicles to avoid being damaged by blown objects. At the same time, we should strengthen our vigilance to prevent criminals from taking the opportunity to commit crimes. 6. Emergency measures for the occurrence of explosives (threatening phone calls): (1) Handling measures when receiving bomb threatening phone calls: A. Anyone who receives a bomb threatening phone call should listen to every word, noise and background sound of the caller to guess the location of the caller. B. Pretend that you can't hear the phone clearly, delay the caller's busy time to get as much information as possible, and make detailed records. C, if the caller agrees, you can transfer the call to the general manager or high-value manager. At the same time, inform the security guard to take prompt action. D. If you hang up after the call is finished, immediately notify the high-value manager and hotel management so as to take further actions and countermeasures. If you have recording equipment, you should record the call in time. (2) Handling measures after receiving the call: A. Keep the contents of the call absolutely confidential and immediately notify the general manager and high-value manager. B. After receiving the alarm, the general manager and the high-value manager shall report to the public security organ in time, and convene the emergency response team for consultation. C. The emergency response team should evaluate the incident and decide whether it is necessary to organize personnel to search for bombs. D. Inform the police that in order to avoid crowd gathering and prevent the perpetrators from spreading dissatisfaction and creating panic in public places, plainclothes security guards should be dispatched to public places to be on alert quickly, and uniformed security guards should be dispatched for peripheral alert. E. When the police arrive at the scene and conduct a search, the security department should inform the managers of relevant departments to cooperate with the police. (3) Method of bomb search: In principle, employees are not allowed to participate in bomb search, but if employees voluntarily and after determining the risk coefficient, they can use relevant tools to search according to relevant procedures. A, emergency response team or security manager is responsible for guiding the proper search action. B. Searchers shall not touch or disturb any packages, boxes or other objects that may contain explosive devices without confirmation. C, if found, should promptly report to the emergency team or security manager. After receiving the report, the manager of the security department must notify the police and send security guards to isolate the area where bombs or suspicious objects are located. D. When the police arrive at the scene to detect and defuse suspicious items, they should evacuate irrelevant personnel nearby and inform the managers of relevant departments to cooperate with the police and ensure the safety of people's lives and property. (4) Work with relevant departments in incident handling A. The emergency team should pay close attention to the development of the situation and carefully answer the questions of the guests. B, properly handle the guests' panic about the bomb threat. C, cooperate with the public security organs to carry out relevant investigations and keep close contact with relevant personnel. D. If a guest requests to speak to an authoritative person, the operator can transfer the call to members of the emergency response team. E. In case of any change in hotel conditions, the operator shall promptly notify all department managers of the instructions of the emergency response team. F, the security department is responsible for sending personnel to the entrance near the danger zone for warning, and irrelevant personnel are strictly prohibited from entering. D, prevent the perpetrators from spreading dissatisfaction and creating panic in public places. J, such as the police arrived, alert personnel should guide them from the rear area to the scene of the incident. Security personnel must remain vigilant until the emergency is over. H, in case of accident and personal injury, the office is responsible for organizing personnel rescue and evacuation. I. If the scene of the incident involves electrical appliances and mechanical equipment, the Equipment Department shall cooperate with the police. 7. Emergency Measures for Accidental Injuries of Hotel Guests Purpose: In daily life, guests will inevitably stumble and get hurt to varying degrees. In order to ensure the normal life of guests and make them feel the warmth of home after being hurt, according to the hotel situation, it is divided into two situations. Definition of minor injury: under the influence of external conditions (such as rain, wet toilet floor, unbalanced water temperature in bathroom, unequal carpet), the guest slips, falls, burns, cuts, etc., causing minor injuries to body parts. Handling procedures: 1. When hotel guests are slightly injured in the hotel. 2, the security supervisor on duty immediately cooperate with the assistant manager in the lobby to check the guest's injury and appease the guest, and notify general manager office as soon as possible. 3. After receiving the report, general manager office immediately contacted the medical staff to provide medical treatment for the guests. According to the injury situation of the guests, the medical staff will put forward reasonable suggestions to the injured. If it is necessary to go to the hospital for treatment, the assistant manager in the lobby of the front office will arrange someone to accompany the guests. If at night, the front office will send someone to accompany the guests to the hospital for treatment by taxi. 4. According to the situation, the assistant manager in the lobby will arrange the food and beverage department to send a fruit bowl for the guests. 5. If it is confirmed that the guest is slightly injured in the hotel area, the Finance Department will make an appropriate assessment of the guest's injury, report it to the management, and assist the guest to claim compensation from the insurance company. 6. Housekeeping department is responsible for cleaning up the site. 7. The Equipment Department arranges personnel to check the related equipment in the injured area of the guest and repair the faulty equipment. 8. Relevant departments should follow up afterwards. Definition of severe injury: under the influence of external conditions (such as rain, wet toilet floor, unbalanced water temperature in the bathroom, panic, etc.), the guest slips, falls, burns, cuts, etc., causing serious injuries to the body parts. Handling procedures: 1. When hotel guests are seriously injured in the hotel. 2, the security supervisor on duty immediately cooperate with the assistant manager in the lobby to check the guest's injury and appease the guest. 3. According to the guest's injury: If the guest is seriously injured, the assistant manager in the lobby will immediately use the first-aid kit to provide simple medical treatment for the guest, and inform the management. At the same time, dial "12" and the hospital will send a car to take the guest to the hospital for treatment. 4, according to the needs of the situation, the catering department is responsible for catering, arrange special delivery. 5. Housekeeping department is responsible for site cleaning. 6. The Equipment Department shall arrange personnel to inspect the related equipment in the injured area of the guest, and repair the faulty equipment. 7. The assistant manager of the lobby shall report the injury situation and treatment methods of the guests to the hotel management in time, and the hotel management shall arrange personnel to visit the injured in the hospital, explain the reasons to the guests and appease them. 8. If it is confirmed that the guest is slightly injured in the hotel area, the Finance Department will make an appropriate assessment of the guest's injury, report it to the management, and assist the guest to claim compensation from the insurance company. 9. Relevant departments should follow up afterwards. 8. Handling procedures for sudden death of hotel guests Purpose: When hotel employees encounter sudden death of guests in their daily work, in order to protect other guests from being disturbed, safeguard the interests of the hotel and reduce unnecessary troubles. Guide all departments to work when such incidents occur. Handling procedures: 1. When employees encounter such incidents in their daily work, they should inform the management on duty and the security department as soon as possible, and the security department should inform the hotel management, so that the employees concerned must do a good job of confidentiality. 2. After the hotel management rushed to the scene, it was commanded by the general manager or the person with the highest administrative position, and reported to the local police station to intervene in the case investigation. 3. After receiving the report, the security department will be led by the supervisor on duty to lead the standby team members to do a good job of blocking and protecting the scene without affecting the surrounding guests. The personnel of the fire control center will quickly find the video data of the scene area and back it up. 4. After receiving the report, the assistant manager in the lobby should provide the lock record to the security department as soon as possible, and extract all the information of the dead guests in time, as well as the information of the related guests and the guests on the corresponding floor, and the security department will arrange special personnel to receive the police to intervene in the investigation. 5. If the deceased guest is a guest of a company that has an agreement with the hotel, the sales department should contact the person in charge of the company and invite the person in charge of the company to the hotel to assist in the investigation. 6. The sales department assists the finance department to contact the families of the deceased guests, and the finance department assists the families of the deceased to claim compensation from the relevant departments. 7. The Housekeeping Department cooperates with the Front Office Department to provide the police with the handling rooms on the corresponding floors. 8. After investigation by the police, if it is a natural death, the police will agree to transfer the body of the deceased to the funeral home, and the assistant manager in the lobby will inform the local funeral home staff to be present for treatment. The duty supervisor of the security department is responsible for arranging the standby team to control the fire elevator, and the body of the deceased will be transported out by the hotel staff elevator. 9. In case of homicide, after the police file a case, the security department will fully assist the police in the investigation, submit all the materials involved to the police, and keep in touch with the police at any time until the case is solved (the method of handling the dead body is the same as above). 1. After the incident is handled, the security department should write a written report on the same day and submit it to the hotel management, and keep the relevant materials on file for future reference. Aftercare: 1. The assistant manager in the lobby is responsible for keeping in touch with the families of the deceased and following up related matters. If the deceased is a foreign guest, the Foreign Affairs Office of the public security organ is responsible for handling relevant matters, and the hotel management arranges the front office to receive the family members of the deceased. In case of homicide, the assistant manager in the lobby will inform the family of the deceased after the police solve the case. 2. Housekeeping department is responsible for disinfecting and sorting the rooms where the deceased lived for many times, replacing some furniture and appliances, and keeping the belongings of the deceased, waiting for the family members of the deceased to collect them. In case of homicide, after the police file a case, the security department should ask the police about the investigation results. After the police solve the case, the security department will write a written report and submit it to the hotel management, and keep the relevant materials on file. 3. When accepting media consultation, general manager office is responsible for releasing information to the outside world. The content of the information released must be approved by the hotel management, and no other department or employee may disclose any relevant information. 9. Procedures for handling hotel loss reports Purpose: In order to ensure the property safety of guests and employees and maintain the image and interests of the hotel, the on-duty supervisor of the security department and the assistant manager of the lobby are instructed to handle the loss reports through standardized procedures. Procedures for handling the reported loss of guests: 1. After receiving the reported loss, the Security Department immediately informed the assistant manager of the lobby and the security supervisor on duty to jointly conduct an investigation, with the Security Department as the main part of the investigation, and the assistant manager of the lobby responsible for cooperation and translation. 2, a detailed understanding and record the owner's name, room number, nationality, address, contact information, the name of the lost property (including the brand, model, value, old and new; The corresponding characteristics such as the type and denomination of banknotes), the time when the article was last seen, and the process of loss. And ask the owner to sign the lost items for confirmation. 3, the investigation should be reminded.