Hotel banquet emergency plan

Emergency plan for all kinds of events in newly-built hotels in China

In order to provide a safe environment for the guests who come to our hotel for consumption, this scheme is formulated in the spirit of being highly responsible for the life and property of each guest and combining with the actual situation of our hotel.

I. Procedures and standards for handling lost and left-behind items of customers

process sequence

calibrate

1. Received the customer's lost goods notice.

1. The head of the security department and the head of the restaurant rushed to the scene immediately.

2. Notify the security personnel to arrive at the scene of the accident.

take measures

1. Apologize to the customer, listen carefully to the owner's statement on all the details of the lost property, and ask about the characteristics of the lost items in detail;

2. Record the place of occurrence and the lost items in the Customer Lost Items Record Form.

3. Inform the leaders of relevant departments and posts to leave the personnel related to the lost case;

4. When the guest explicitly requests to report to the public security organ or the amount of lost property is large, the person in charge of the security department should immediately report to the manager of the front hall and the store manager, and at the same time send someone to protect the scene, that is, before the public security personnel arrive, no one is allowed to enter or leave the scene, and no one is allowed to move, take away or put anything (in public places, a protected area should be set aside for control).

5. If the owner explicitly requests not to report the case to the public security organ, it will help to find it with the owner's consent.

3. If you can't find the lost property, be sure to ask the customer to fill in the lost property list and contact number, and ask the customer to sign it for contact.

A. name, age, sex, specific time, etc. Owner's;

B. The exact time of the lost item and the last time of seeing the lost item;

C. the exact location and orientation of the lost items;

The name, model, quantity, characteristics, newness, special marks, number and denomination of banknotes of the lost articles;

Investigation and handling

1. Talk to the relevant personnel of the incident and investigate the situation at the time of the incident.

A among all the people who contact the website, who will enter first, who will leave first, and so on.

B remember according to the time, working procedure, location and site status of contact with the site.

2. Please contact the personnel on duty when the items are lost. If they get off work, get it back from home immediately. If more than two people are involved, talk alone and keep it confidential to prevent collusion or * * * to protect the alliance.

3 of the key suspects released from investigation, to obtain evidence as soon as possible, so that the situation is clear and accurate.

4. When investigating and handling, we should put facts, be reasonable and attach importance to evidence.

5. Take out the handling opinions and report them to the manager for approval before implementation.

Report processing

1. Record the incident in the work log, and report the customer's lost property report and the lost property list filled out by the customer to the store manager;

2. If the customer complains about the hotel in the "lost items list", it is forbidden to sign for it.

get in touch with

Keep in touch with the security department at any time to understand the progress of the situation; So as to inform customers of the results in time.

compensate

If the loss of the customer's belongings is really caused by the hotel, it is necessary to contact the customer and give appropriate compensation according to the opinions of the hotel leaders.

2. Disposal of legacy items

1. When customers claim the inheritance, they must check and verify their valid certificates and the above situation.

2. If the situation is true, you can claim for compensation, ask the customer to sign, and you must make records;

3. If no customer claims it within 24 hours, it will be kept by the security department and the handover record will be made.

Two. Procedures and standards for handling stolen and cheated items.

process sequence

calibrate

happen

Hotel property and employees' personal property in the hotel area were stolen and cheated.

report

When our employees find that the hotel's finances and employees' personal belongings are stolen or cheated in the hotel, they should report to the superior leaders and the security department in time and protect the scene as much as possible.

Investigation and handling

1. After receiving the report, leaders at all levels should immediately go to the scene to organize and maintain order, protect the scene, and actively mobilize employees to provide information and clues to the security department.

2. After receiving the report, the security department should ask the reporter (reporter) about the time and place when the case was discovered and happened, the name and quantity of the stolen (cheated) property, carefully record it and report it to the manager in time.

3. The security department should consider the field situation and the value of theft (fraud). If it needs to be reported to the public security organ for handling, it should be reported to the handler for approval first.

4. Before the public security personnel arrive at the scene, they should organize personnel to protect the scene, and get information from relevant personnel and cooperate with public security organs at all levels in the investigation.

5. For the cases investigated by the public security department, the public security organization personnel shall carefully investigate the scene, investigate and collect evidence from relevant personnel, and make detailed records.

6. If it is necessary to talk to the suspect according to the circumstances of the case, it shall be approved by the manager, and the contents and methods of the conversation shall be studied.

Report processing

1. Report the survey results to the store manager for approval before implementation.

2. After the case is confirmed, the security department should fill in the case register, form materials and file them.

Three. Working procedures and standards for dealing with damage to hotel property by customers.

process sequence

calibrate

survey

After receiving the notice or report that the department or the customer damaged the hotel property, the restaurant supervisor must go to the scene to check and count the damaged property, and must investigate the damage process of the property to the customer.

Asking about compensation price and claim

Ask the relevant departments about the compensation price of the damaged property.

Politely explain the hotel's compensation system to customers and ask them for compensation.

compensation method

The compensation fee must be paid by cash or credit card.

Records and reports

Record the treatment process in the work log and inform the front office manager and relevant departments in time.

Four, customer injury incident handling procedures and standards

process sequence

calibrate

To the scene.

1. After receiving the report, the restaurant supervisor must arrive at the scene with the security personnel within one minute;

2. Ask and check the injury of the injured customer;

3. If the injury is serious, assist the security personnel to escort the customer to the hospital.

get in touch with

1. Keep in touch with the hospital and report the customer situation to the manager in time;

2. Cooperate with relevant departments to provide the injured with all the help that the hotel can give, such as providing guest supplies and food.

record

1. Record the process of incident occurrence and handling in detail;

2. Fill in the report, including the location, time, injured persons, witnesses and other detailed information, and submit it to the store manager for the record;

3. Copy the medical records of the injured customer, and submit them to the store manager for filing after the customer signs them.

V. Procedures and standards for handling power emergencies

process sequence

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The occurrence of power failure

1. Quickly understand the cause of power failure and take remedial and resettlement measures;

2. Enable the backup lighting system, and then record the power failure.

take measures

1. Employees in security and other positions should immediately turn on the equipped emergency lights.

2. Security personnel should be in place in case of emergency, and quickly take walkie-talkies, flashlights and warnings to key parts of the hotel as a warning.

3. Managers of all departments should immediately go to the areas and public places under their jurisdiction to maintain and stabilize order, prevent casualties, prevent valuables from being lost, and prevent bills from happening.

4 power outage for a long time, notify all departments to take measures to do a good job in safety and service;

get in touch with

1. Report relevant information to the manager in time;

2. Communicate the manager's latest instructions to customers and departments.

Answer customers' inquiries

1. Apologize to the customer, explain the reason for the power outage, and inform that the matter is being handled and inspected;

2. Ask and answer customers who need help, and inform relevant departments to solve customer needs.

comment

The hotel should be equipped with the necessary number of emergency lights.

Six, rainstorm emergency treatment procedures and standards

process sequence

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There is a storm.

Personnel in each post shall stick to their posts and shall not leave their posts or replace them without authorization.

counter-measure

1. The engineering department shall inspect the ceiling, exterior decoration and signboards and reinforce them if necessary. It is necessary to do a good job in the protection of power equipment to prevent typhoon from causing line failure or electric shock. Ensure the sewer is unblocked and avoid flooding.

2. Security guards should pay attention to guiding vehicles to park to avoid being damaged by blown objects. At the same time, we should strengthen our vigilance to prevent bad people from taking the opportunity to commit crimes.

Seven, malignant event handling procedures and standards

process sequence

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happen

When vicious criminal cases such as fighting, murder and robbery occur in the store, employees should immediately report to the security department or superior leaders once they find out.

deal with

1. The head of the security department and security personnel rushed to the scene with necessary equipment, such as electric batons, walkie-talkies, notebooks, flashlights, etc.

2. Immediate dissuasion can be stopped according to the severity of the incident; If the situation is serious, evacuate the personnel immediately, delimit the warning zone, and immediately ask the store leader whether to report the case to the public security department.

3. If the hotel articles are damaged, the information of the perpetrator should be recorded for claim.

4. If a soldier escapes by car, write down the characteristics such as license plate number, color, vehicle type and number of people.

5. Assist the police to investigate the fighting scene and collect all kinds of fighting tools.

result

1. The front office manager is responsible for transmitting all kinds of information and keeping the belongings and luggage left by the guests; Provide articles needed to rescue the wounded;

2. The criminal department should find out whether the facilities and equipment are damaged, the degree, quantity and direct economic loss value of the damage.

3. In case of serious injury, the marketing manager should contact the city emergency center for rescue according to the instructions of the manager. If there is death, it will be handled by the public security department.

Eight, to prevent and deal with fraud procedures and standards.

process sequence

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range

1. Pretending to be a waiter to cheat customers for meals;

2. Cheat cash on the pretext of buying alcohol and tobacco, stringing odd bits, giving change, ordering food, etc.

Especially those who pay back money repeatedly, we must be highly vigilant to prevent them from using language traps and drug psychedelic fraud.

prevent

1. The Finance Department conducts professional knowledge training for cashiers located in various business places, and is proficient in the professional knowledge and skills of distinguishing between genuine and fake credit cards and counterfeit money.

2. The cashier is familiar with the "blacklist" of termination payment notified by the bank, and insists on the inspection and review system to plug the loopholes;

3. The cashier must strictly follow the credit card inspection procedure and carefully check the validity period of the credit card and the unique mark on the card.

4. Carefully identify the authenticity of the currency, especially the currency with large face value, and adhere to the principle of checking everything. If counterfeit banknotes are found, they should be reported to the security department immediately, and the security department and the finance department will handle them;

respond

Those who are found to have stopped paying credit cards, fake credit cards or counterfeit money should take the following measures:

1. Contact the issuing bank to confirm the authenticity of the credit card. Once it is confirmed that it is a fake credit card or counterfeit currency, immediately notify the finance department and the security department in a predetermined way;

2. When the personnel from the Finance Department and the Security Department arrive, tell them to change or cancel the transaction.

3. Report the case to the public security organ as appropriate.

Nine, food poisoning incident handling procedures and standards

process sequence

calibrate

Receive a report

People who find food poisoning

1. Notify the security supervisor and the restaurant supervisor immediately.

2. Take care of the poisoned person, don't leave the patient alone, don't move anything, and protect the scene.

counter-measure

The security supervisor and the restaurant supervisor arrived at the scene.

Responsibilities of the safety supervisor:

1. Depending on the severity of poisoning, send it to the hospital or call the emergency number 120 to call the police.

2. Send full-time guards to protect the site, and don't let anyone touch toxic or suspicious toxic substances.

3. Register the personal belongings of the poisoned person.

4. Send relevant information (including the information of the poisoned person: name, telephone number, unit and home telephone number; Rescue information: arrival and departure times of police cars and ambulances, names of police officers, etc.

Responsibilities of the restaurant supervisor:

1. Report to the front office manager and the store manager as appropriate.

2. Conduct special control on suspicious food and related tableware to prepare for inspection and prevent others from being poisoned.

3. Do a good job of visiting the discoverer and the on-site insider.

4. Explain to the guests and stabilize their mood.

Aftercare work

1. According to the guidance of hotel leaders, the manager's office informed the public security organs and the health and epidemic prevention departments respectively, and the manager's office and the catering department did a good job in reception and assisted in the investigation.

2. The sales department shall notify the reception unit and the families of the poisoned guests, explain the situation to them, and assist in the aftermath.

3. The manager's office is responsible for the aftermath of food poisoning among internal employees.

Working procedures and standards for fire and accident treatment

In order to prevent fire accidents, or the expansion and spread of fire, the hotel has a fire headquarters, which is located in the hotel fire center. The general commander is the store manager. In case of fire, the commander-in-chief has the power to direct, give orders and organize rescue. Processing specifications are as follows:

First, fire alarm.

Anyone who finds that there are fires such as burnt smell, fireworks and abnormal heat in the hotel has the responsibility to call the police in time. Fire alarm should be handled according to the following procedures.

(a) Find the fire telephone number xxx in the mall. When calling the police, it is necessary to make clear the specific location of the fire, what it is burning, the size of the fire, the name, identity, department and position of the alarm person;

(2) If possible, put out the fire first, then report to the fire control center and protect the site. If a fire is not allowed, you should immediately use the red emergency alarm button on the wall of each passage and floor to call the police. (Just press hard against the middle contact. )

(3) Never shout "Fire" when you find a fire. If the fire is big, you must report the decision of the hotel commander-in-chief quickly, and then call 1 19.

Second, the fire confirmation

After receiving the alarm or telephone alarm, the fire center shall immediately notify the restaurant supervisor to bring the master key to the scene. At the same time, the firemen (or guards) of the security department bring walkie-talkies to the scene to confirm whether there is a fire, and at the same time bring portable fire extinguishers nearby to prepare for the fire.

Pay attention when confirming the fire: don't open the door rashly, try the door body first, if there is no temperature, you can open the door to check; If the temperature is high, it can be confirmed that there is a fire inside. At this time, if someone is in the room, you should try to save people first. If there is no one, be prepared to put out the fire, and then open the door to put out the fire. Don't face the door when you open it.

Third, fire notification

After the fire is confirmed, the personnel on duty immediately notify the safety department and the manager of the engineering department (or the personnel on duty) to rush to the scene to form an investigation, screening and confirmation team to quickly identify the following problems:

(1) The specific location of the fire and the types of burning articles? What is the burning range and the direction of the fire?

(2) What is the fire source? Is it an electric fire or something?

(3) Details of the fire, and whether there are people trapped? Do you have any valuables?

Fourth, lead the command organization.

In case of fire, a leading group should be set up quickly to be responsible for organizing and directing fire fighting and self-help. Team members: It is composed of store manager, front office manager, security department manager and engineering department manager. Its main tasks are:

(1) Organizing and directing fire fighting; According to the fire situation, decide whether to report to the municipal fire department "1 19";

(two) according to the fire, decide whether to close the air supply unit or the return air unit; Whether to cut off the power supply and air supply.

(three) according to the fire decide whether to issue evacuation orders.

V. Volunteer Fire Brigade Action

Notify the hotel volunteer fire brigade immediately after confirming the fire. After receiving the notice, the volunteer firefighters should immediately gather at the designated place for standby. The action method is as follows:

(a) the person in charge of the voluntary fire brigade briefly introduces the fire to the members and assigns tasks;

(two) the team members carry complete fire fighting equipment and immediately rush to the scene of the fire;

(3) Quickly send two team members upstairs carefully along the evacuation stairs to observe the situation. If you think it is safe, you can use the fire escape to send the fire fighting equipment to the accident floor for the use of the fire brigade and others.

(four) quickly organize the team members to put out the fire according to the fire extinguishing procedure, and report the progress of the work to the headquarters at any time.

Six, all departments should take corresponding actions:

(a) the security department action:

1. The manager of the security department quickly arrived at the fire control center with the walkie-talkie and received the instructions from the rescue headquarters;

2. Firefighters and offices, except one left behind, all others rushed to the scene with flashlights and walkie-talkies;

3. The security supervisor leads the guards to maintain order, control the hotel gate, prevent outsiders from entering the hotel, and prevent accidents.

4. The staff should clean up the passages around the hotel in time and make all preparations to ensure that the fire truck is close to the building.

5. The monitor should pay close attention to the fire scene and other areas through the monitor, and report to the headquarters at any time. Quickly turn on the emergency broadcast system, obey the command of the commander in chief, and issue emergency evacuation notices at any time.

6. Assign volunteer firemen to meet the arrival of fire engines, indicate the location of outdoor fire hydrants and water pump adapters, and inform the fire scene and the location of the hotel fire headquarters.

7. Assign volunteer firefighters to guard the entrance and exit of the fire floor and the next floor.

(2) engineering action:

1. The manager of the engineering department quickly went to the fire center to receive instructions;

2. Assign a mechanic to quickly enter the fire pump room with a walkie-talkie and start and close the fire pump as instructed to ensure the normal supply of fire water.

3. Send an electrician to control the power supply at the fire scene and try to solve the necessary lighting at the scene.

4. Take smoke exhaust measures, appoint someone who's in charge, turn off the air conditioning device as instructed, cut off all power supplies, and appoint someone to guard the oil depot.

5. Other personnel obey the command of the headquarters and participate in the fire fighting work.

6. When there is a fire in the air conditioning room, power distribution room, power generation room and power distribution room of the engineering department, the engineering department should rush to the scene quickly, stick to its post and report the fire situation to the headquarters at any time. If the oil depot is on fire, a special fire extinguisher should be used to extinguish the fire, and air isolation measures should be taken.

Food and beverage department action:

1. When a fire breaks out in the Chinese restaurant, banquet hall and kitchen of the catering department, the manager and chef of the catering department should immediately rush to the scene, stick to their posts and report the fire situation to the monitoring room and the switchboard at any time.

2. Stop business and take care of money. Quickly organize and guide guests to evacuate. Transfer valuables as instructed.

3. Quickly close the furnace gas or oil valve, ventilation and exhaust equipment, and turn off the power supply and electrical equipment.

4. Quickly transfer gas tanks, cooking oil and other flammable items that may contribute to combustion.

5. If there is a fire in other areas, the personnel of this department should be organized to stand by at any time and obey the orders and arrangements of the headquarters.

6. The foreman should quickly prepare enough wet towels for the emergency use of firefighters.

(3) Actions of other departments:

The tasks of other departments in the office area are to stop working, transfer working documents, account books and valuables as instructed, guide visitors or outsiders to evacuate safely, close all office doors and windows, and close fire doors in this area. The staff are always on standby and always obey the orders and arrangements of the headquarters.

Seven, when necessary, the guests evacuated. According to the fire, decide whether it is necessary to completely evacuate the guests. The evacuation order is issued by the commander-in-chief, and the specific implementation measures are as follows:

(1) The fire control center is responsible for notifying the floors above the fire floor first, then the floors below the fire floor, and thirdly, the floors above the fire floor. When broadcasting a notice, do not turn on all emergency broadcasts at the same time;

(2) The front office manager is responsible for organizing personnel to arrange the evacuated guests in a safe place.

Eight, cooperate with professional fire brigade. If an alarm has been given to the 1 19 fire station, all departments should closely cooperate with the professional fire brigade. Specific measures are:

(a) after receiving the fire alarm notice, all departments should stand by and wait for instructions, except for designated tasks;

(2) Security Department: responsible for maintaining good order in front of the door, guiding the vehicles in front of the door according to the situation, and making the fire brigade in place smoothly;

(3) Front Office: Someone should be sent to guide the fire brigade to the scene of the accident;

(4) Engineering Department: After the fire brigade arrives, send someone to introduce the fire water source and fire control system, and decide to cut off power and gas according to the situation or the order of the general commander;

(5) Upon the arrival of the professional fire brigade, the on-site commander should hand over the command, take the initiative to introduce the fire situation, and assist in evacuation and fighting according to its requirements.

Nine, the aftermath, after the fire is extinguished, to do the following aftermath:

(a) After all evacuation, all departments should count their own personnel to see if they have all evacuated from the dangerous area.

(two) the general manager's office is responsible for the contact with water companies, gas companies, hospitals and other units as appropriate;

(3) After the fire is put out, the engineering department should close the automatic sprinkler valve in time, replace the damaged sprinkler or other fire-fighting equipment, and restore the normal fire-fighting facilities;

(4) The security department is responsible for protecting the site and re-equipping it with portable fire extinguishers.

X. Matters needing attention in implementation:

(a) Don't alarm the fire department when the fire can be put out by the hotel itself;

(two) the headquarters is located in the fire center, and the general commander is the manager, and all orders are issued by him;

(three) after the fire, all walkie-talkies should be on standby at any time, and the commander-in-chief should use concise language to accurately report the situation when calling;