Where are the hotel emergency management processes and management points?

Power cut, water cut, steam cut and gas cut.

I. Power failure

1. After learning the news of the power outage, the hotel should convey the news to every employee in time, and try to finish the power utilization as soon as possible during the power outage, and the employees who are operating the equipment should do related matters in time.

2. In case of sudden power failure, the hotel should immediately call the general manager's office, and actively contact the power supply department to understand the relevant situation, and immediately arrange personnel to buy alternative lighting products (which can be stored normally).

3. The person in charge of the front office needs to immediately arrange relevant personnel to explain the reasons to the customers, appease the customers' emotions, and immediately deliver alternative lighting products; After receiving the news of emergency power failure, the person in charge of the kitchen should immediately notify the kitchen staff and actively adjust the existing work arrangements. Any dishes that require electrical equipment can be adjusted to operate with other equipment. At the same time, in the case of power failure, the store manager and chef should remind our customers and employees to pay attention to safety when walking in dark environment.

4. When the work cannot be carried out normally during the power outage, the hotel can operate in other branches with the consent of the general manager's office.

5. After the call, the person in charge of the front office immediately arranged for relevant personnel to take back the substitute lighting products and apologize to the customers. The person in charge of the kitchen will adjust the production of the product to the normal working procedure in time after the call.

Second, stop water supply.

1. After learning the news of water stoppage, the hotel should convey the news to every employee in time, complete the work during the water stoppage as soon as possible, and use spare containers to prepare the water that may be used during the water stoppage.

2. During the water cut-off, the hotel should effectively save water, and the on-site management personnel should carefully supervise it.

3. When the work can't be normal during the water cut, the hotel can open in other branches with the consent of the general manager's office.

4. When the water is suddenly cut off, the hotel should immediately call the general manager's office and ask the reason for the water cut off. If it is not because of the emergency stop of water supply by the municipal water supply company, inform the hotel maintenance personnel to go to the water stop site and focus on checking the internal water pipes and valves. When the emergency water supply cannot be carried out normally, the hotel can carry out business in other branches with the consent of the general manager's office. After the maintenance is successful, the hotel and the general manager's office should be informed in time.

Third, stop natural gas.

1. After learning the news of the natural gas shutdown, the hotel should convey the news to every employee in time to complete the work during the natural gas shutdown as soon as possible; Before the scheduled stop time of natural gas, the valve of natural gas stove and the valve in front of natural gas meter should be closed and specially marked.

2. In case of sudden stop of natural gas supply, the hotel should close the valve of natural gas stove and the valve in front of natural gas meter, and immediately notify the general manager's office and the gas company by telephone after being specially marked, and the gas company will conduct inspection and maintenance.

3. The hotel can operate in other branches with the approval of the general manager's office when the natural gas supply is stopped and the work cannot be carried out normally. .

4, after the success of the maintenance, should promptly notify the hotel general manager's office.

5. No one is allowed to open the valve of the natural gas furnace and the valve in front of the natural gas meter before receiving the natural gas and restarting the supply.

Remarks: The hotel manager shall, after writing the emergency treatment report, report the treatment process and results during water, power and gas stoppage to the general manager's office.

Handling procedures when informed that food poisoning may occur.

1. When there is news (by phone or at home, etc.). Customers may be poisoned by eating food in this hotel, and the receptionist should take the initiative to ask strangers/callers the following matters:

1, the number of (partial) customers who were poisoned while eating.

2. What food did (some) customers eat to cause poisoning?

3. Have (some) customers been taken to the hospital?

4. If you were sent to the hospital, which hospital and room did you go to for first aid?

If the customer is not sent to the hospital, the caller should be informed immediately. Customers must be sent to the nearest hospital immediately.

6. The receptionist should report the above matters to the hotel manager in time and accurately, and then report the situation to the general manager's office.

Second, the manager should take the following measures immediately after learning the news:

1, report the situation to the general manager's office and the quality inspection department by telephone quickly; If the number of poisoned people is large, the manager can report to the superior.

2. Take measures such as isolation and special identification for dishes that may cause food poisoning, or send samples for inspection according to the notice of the hospital or the health and epidemic prevention department.

3, immediately with the general manager's office, quality inspection department and other relevant responsible persons to the hospital to visit hospitalized customers.

Three, to the hospital to deal with the incident personnel to the hospital, should first to the hospital to deal with the incident doctor to understand the specific situation, and then to the ward to visit this part of the customer.

Four, when the hospital, health and epidemic prevention station sent samples for testing, the staff should cooperate immediately.

5. When laboratory tests confirm food poisoning, the general manager's office should set up an emergency team to actively deal with the incident; The emergency team should be composed of the general manager's office, the quality inspection department and the store manager, with the general manager or vice president as the team leader.

Four, processing personnel in the process of handling incidents, must adhere to the following principles:

1, calm and active.

2. Actively cooperate with hospitals and health and epidemic prevention departments to track the whole process and results of treatment.

3. Before the incident is clearly investigated or properly handled, we are not allowed to make any comments in public that may lead to our disadvantage, and we are not allowed to argue with others and argue irrationally.

4. Try to avoid negative situations such as media reports and expanding knowledge.

Remarks: After the incident is handled, the hotel manager should report the incident and the handling results to the general manager's office in the form of a written emergency handling report. If it is determined to be a poisoning incident, it must also report its process and treatment results to the relevant departments in the name of the hotel.

fire

First of all, the use of fire extinguishers

1. Usage of dry powder fire extinguisher: First, check whether the pointer of the pressure gauge points to the green area, and if so, it can be used normally. Then, open the fuse, pull out the safety bolt, and then stand in the upwind direction of the fire, about 4 meters away from the fire source, press the handle, aim the nozzle at the fire, and shoot left and right.

2. How to use the fire hydrant: aim one end of the fire hose at the joint of the fire hydrant, then rotate it clockwise and tighten it, and connect the other end of the fire hose to the fire outlet in the same way. Then, after lifting the fire exit and fire hose and running to the fire source (about 4 meters away from the fire source), let the person standing on the fire hydrant turn on the faucet, and then use the fire exit to shoot at the fire source.

3. Fire hydrants are not suitable for fires caused by oil pan fire and fires caused by electricity but not cut off the power supply.

Second, after the fire, the field personnel should be as sober and calm as possible, and should first check the cause of the fire:

1. If the fire is caused by wires or electrical appliances, unplug the power switch and plug first, and put out the fire with water, dry powder fire extinguisher or fire hydrant.

2. If the fire is caused by the oil pan, first close or unplug the valve of the natural gas stove and the front valve of the natural gas meter, then stand in the downdraft and cover the oil pan, or pour the vegetables around you into the oil pan; Be careful not to pour oil into the pot or put out the fire with water.

3. On-site personnel should report the fire to the person in charge of the hotel in time; If the situation is serious, it shall be reported to the general manager's office at the same time; People who receive the fire alarm should immediately rush to the scene to direct.

4. If the fire is serious, an emergency team should be set up immediately, which is composed of all management personnel on site, with the highest-ranking personnel on site as the team leader.

5. The management personnel who command and deal with the fire at the scene must adhere to the principle of "people-oriented", and in the case of possible life safety and property loss, they should urgently inform relevant personnel to evacuate the scene.

6. On-site personnel should be sober and calm, obey the command, unconditionally obey the deployment of leaders and on-site management personnel, go forward in accordance with the division of labor and responsibilities, and strive for emergency rescue; Others should leave the scene immediately.

7. When the fire produces smoke, the field personnel should cover their nose and mouth with their hands or wet towels, and climb away from the scene under the command of the field management personnel to a fresh and safe environment.

8. In case of explosion, etc. , or the fire is too big to be put out, you should call "1 19" immediately.

9. If someone is burned or unconscious at the scene, they should be sent to the hospital for emergency treatment immediately.

Remarks: After handling the incident, the hotel manager should write an emergency handling report in time and report the reasons and handling situation to the general manager's office.

Handling procedures in case of natural gas leakage

1. When the natural gas leaks seriously, the field personnel should immediately close the valve of the natural gas stove and the valve in front of the natural gas meter, open the doors and windows, cut off all fire sources, and call the natural gas for emergency repair. Before the emergency repair is over, the natural gas oven door and the valve in front of the natural gas meter shall not be opened without authorization.

Second, on-site personnel should quickly evacuate the site to a place with fresh air. If there is any poisoning at the scene that leads to insanity, they should be helped to evacuate the scene immediately:

1. When you get to a place with fresh air, unbutton the patient's clothes and belt and let him breathe freely, but keep warm to prevent secondary infection;

2. If the poisoning is serious, you should immediately send it to the hospital or call the "120" emergency number for rescue;

3, breathing, heartbeat stops, should be in the process of rescue or waiting for rescue mouth-to-mouth resuscitation and heart massage.

4. Immediately report to the person in charge of the hotel and the general manager's office, and any manager who knows this matter should arrive at the scene quickly.

5. The personnel handling the incident on site should set up an emergency team quickly, with the top management on site as the team leader.

Three, the field personnel in the evacuation of the scene or at the scene to deal with the incident:

1, keep calm;

2, can't yelling, in case a large number of natural gas is inhaled into the lungs, further poisoning;

3. Cover your mouth and nose with your hands. If possible, cover your mouth and nose with a wet towel.

4. Climb in and out of the scene;

5, all actions obey the command of management personnel, other personnel should leave the scene immediately;

6, adhere to the principle of "life first", for the situation that may lead to life-threatening, people should be evacuated quickly.

Remarks: After the hotel is in charge of personnel, it should seriously investigate the cause of the incident and take preventive measures. After writing an emergency handling report afterwards, it should report the cause and handling of the incident to the general manager's office.

Contact electricity

1, when someone is found to get an electric shock, the field personnel should immediately cut off the power supply.

Don't touch the human body to get an electric shock before cutting off the power supply, so as not to get an electric shock yourself. Use something insulated (such as a dry stick) to pull the thread or person away.

3. Give first aid to the person who gets an electric shock immediately, and call "120" or send him directly to the hospital for emergency treatment.

4. On-site personnel shall report the situation to the person in charge of the hotel in time.

5. After the hotel is in charge of personnel, it should seriously investigate the cause of the incident, take preventive measures, write an emergency handling report afterwards, and report the cause and handling of the incident to the general manager's office.

burn

1. After employees are scalded (burned) by steam, boiled water, hot dishes, hot oil and fire:

1. After cold water washing, go to the hotel office in time to disinfect with alcohol cotton, and then use scald cream for preliminary treatment.

2, if the situation is serious (burn area is larger), should be immediately sent to the hospital for treatment; If personnel are needed, the site manager will arrange an employee to accompany him.

Second, when dealing with burns (burns), we should pay attention to avoid the wound from touching anything, especially using dirty things (such as rags). ) contact with the wound; Don't uncover the clothes close to the wound without permission, so as to avoid further expansion of the wound area.

3. For serious scalding (burning) accidents, the person in charge of the hotel should report to the general manager's office in time by telephone or in writing. Fill in the Emergency Handling Report afterwards and report the handling process and results to the general manager's office.

Four, cut (chop) injury

1. If employees are chopped (chopped), they should take hemostasis measures first. Generally speaking, the injured part should be lifted and covered first; If you cut your finger, hold both sides of the injured finger (don't cover the wound with dirty things such as rags).

2. The injured employee should go to the hotel office immediately after taking hemostasis measures, apply mercuric chloride and wrap it with a band-aid.

3. If the incision is deep and wide or the situation is serious, you should go to the hospital for emergency treatment after using the band-aid for the first time.

4. If you feel dizzy, you can rest in the office and other places first, and then go to the hospital for emergency treatment with the consent of the on-site management personnel; On-site personnel should decide whether to appoint an employee to go to the hospital together according to the situation.

5. Other employees at the site should seriously assist employees in handling, such as cleaning blood and assisting employees in handling wounds.

6. Before the wound is healed, if you need to continue working, you should get plastic gloves from the hotel office and wear gloves to work.

7. The person in charge of the hotel should report to the general manager's office by telephone and other means in time for the incident that causes the employee to be hospitalized or may be disabled, and then report the reasons and handling situation to the general manager's office by writing an emergency handling report afterwards.

Handling procedures in case of theft

1. Those who stay in the hotel at night (on duty) must check the safety of the hotel before they are on duty, and must not leave their posts without authorization during the duty, so they need to be vigilant.

2. When hearing abnormal sounds or finding abnormal situations, the personnel on duty should go to check immediately.

3. When finding the phenomenon of stealing property, keep calm, try to subdue criminals, and call companions or other personnel to support.

4. If the criminal has escaped and it is difficult to catch up for a while, it is necessary to see clearly the characteristics such as the number of people, clothes, appearance, physical characteristics and the means of transportation used, and report to the person in charge of the hotel by telephone in time; Call "1 10" for major cases.

If there is a crime scene, it should be protected. No one is allowed to move anything without authorization, including all fingerprints, footprints, cigarette butts, crime tools and other items left by criminals, and irrelevant personnel are not allowed to enter the scene. The personnel on duty shall not leave until the personnel of the public security organ or the relevant departments of the company have completed the on-site investigation.

6. If someone is injured for some reason, try to send him to the hospital for emergency treatment as soon as possible and report the case to the public security organ.

7. The person in charge of the hotel should track and control the handling of the incident; Afterwards, he wrote an emergency report and reported it to the general manager's office.

8. In case of theft at other times and under other circumstances, it can be implemented with reference to this clause.

Handling procedures when customers fall.

1. Customer falls mainly refer to falls caused by ground water, broken dining chairs, acute diseases, other hotel reasons or personal reasons.

2. When the customer falls down for some reason, any on-site personnel should immediately come forward to help him; If you can't leave for some reason, you should inform others to come forward to help, and any act of standing by should be condemned and punished.

3. When the on-site personnel help the fallen customers, they should ask whether they are injured and help the customers to rest nearby; If there is bleeding, skin swelling, etc. You should go to the office to get related medicines (using mercuric chloride, band-aid or safflower oil, etc.). ) for initial treatment; In case of serious injury or unconsciousness, report to the person in charge of the hotel immediately. The hotel manager or other on-site management personnel will designate an employee to accompany him to the nearest hospital or call "120" emergency number, and notify his friends or relatives if possible.

4. On-site personnel should also carefully ask or check the cause of the fall. If it is the fault of the hotel (such as groundwater, broken dining chair, etc. ), they should immediately take or notify the on-site management personnel to take corresponding measures (such as notifying the hotel service personnel to mop the water or notifying relevant personnel to isolate and mark the broken dining chair).

If the fall is caused by the hotel and the customer is seriously injured, the person in charge of the hotel should call the general manager's office immediately.

Remarks: the person in charge of the hotel should follow up and control the handling of this incident; Afterwards, he wrote an emergency report and reported it to the general manager's office.

Handling procedures when customers fight and quarrel.

Mainly refers to the fight/quarrel that occurs when customers eat in a hotel. When customers are found fighting/quarreling, hotel service personnel should immediately come forward to stop it. If you find that your personal strength is weak, you should report it to the person in charge of the hotel in time.

First, the principle of stopping

1, dissuade both sides to stop and shut up;

2. Both parties or one party who quarrels or fights leave the restaurant;

3. If the handheld device fights, stop the handheld device first; If two parties or one party fights because of drunkenness, the sober party should be discouraged first;

4, the wounded should be sent or advised to go to the hospital.

Second, in order to stop despair, you should call the general manager's office immediately and then decide whether to call the police.

Third, when you stop quarreling or fighting, remember not to be violent and not to use harsh words. We should calm down the situation by the principle of "minimizing major issues and minimizing minor ones".

Remarks: After the incident, the person in charge of the hotel should write an emergency handling report and report the handling process to the general manager's office.