How hotels handle emergencies

Question 1: How to deal with emergencies at the hotel front desk. If something is reasonable, you should be lenient. If it is unreasonable, you should apologize promptly to ensure that the guests feel that you take them seriously! If the matter is particularly big, you should call the police as soon as possible to avoid the matter from getting bigger. After all, your goal is to make money, not face.

Question 2: Hotel emergency response plan Xinshun Hotel emergency response plan

1. Emergency response team:

Team leader :General manager.

Deputy team leader: Executive Deputy General Manager

Members: General Manager Office, Finance Department Manager, Security Department Manager, Front Office Department Manager, Catering Department Manager, Rooms Department Manager,, Sales Manager.

In the event of an emergency, the manager on duty will be responsible for handling it until members of the handling team arrive.

2. Emergency measures to deal with various emergencies:

1. Emergency measures for robbery cases:

(1) When a robbery case occurs in the hotel, such as The robbers are armed (referring to firearms). Employees present should avoid direct conflicts with the robbers, remain calm, and observe any characteristics of the robbers such as their appearance, body shape, clothing, hairstyle, and accent. If the robber is unarmed and has enough manpower to subdue the robber, wait for the appropriate opportunity to capture him and hand him over to the police, but never act hastily to avoid unnecessary casualties. If the monitoring center staff discovers that a robbery has occurred in the hotel, they should immediately inform the department manager or high-value manager, and call 110 as instructed.

(2) If the robber flees the scene by car, write down the license plate number, color, car model or make, etc., as well as the number of people involved.

(3) Protect the scene. Do not touch the weapons and crime tools left by the robbers with your hands. Set up a warning area and do not allow irrelevant persons to enter the scene.

(4) If it is impossible to keep the evidence left by the robbers in their original places in crowded places such as traffic arteries, public places, etc., they should be packed up one by one and packed in plastic bags. OK, leave it to the police.

(5) Interview witnesses, collect information about the robbery, and provide it to the public security organs. At the same time, relevant personnel should not leave until the public security personnel have investigated the scene or completed handling.

(6) Personnel present are not allowed to disclose any information to the media or unrelated persons, and are not allowed to take photos.

(7) If there are any injured persons, they should be sent to the hospital for treatment immediately and report to the public security organs.

2. Emergency measures for hostage kidnapping cases:

(1) When a hostage kidnapping case occurs in a hotel room, the floor service staff 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 command post on the incident floor and call the police as soon as possible.

(3) Please inform the police before they arrive, and it is strictly forbidden to reveal the situation at the scene to unrelated persons, so as not to cause panic among guests and crowds to watch, causing the robbers to take risks and endangering the safety of the hostages.

(4) Try to meet some reasonable requests of the robbers, such as sending water and food, to stabilize the robbers' emotions.

(5) Security and equipment personnel are on standby nearby to cooperate with the actions of public security personnel and to mark a warning range. At the same time, evacuate the guests in the rooms above, below and to the left and right of the room where the robber is located to prevent the robber from carrying explosive dangerous items.

(6) Timely collect and prepare guest room check-in, surveillance video, engineering drawings and other information and provide them to the police.

3. Emergency measures for fighting cases:

(1) When a fight occurs in the hotel, the onlookers should be stopped and dispersed immediately.

(2) If both parties refuse to listen and the situation continues to develop and the situation becomes difficult to control, the public security organs and relevant hotel department personnel should be notified quickly. Security guards should be on the scene quickly to prevent damage to hotel items.

(3) If hotel items are damaged, the brawler should be detained and asked for compensation. If there are any injured, they will be given first aid and handed over to the police. The scene must remain intact to facilitate police investigation and to assist the police in identifying the troublemakers.

(4) If the brawler escapes in a car, characteristics such as license plate number, color, vehicle type, and number of people should be recorded.

(5) Assist the police in investigating the fighting scene and confiscate various fighting tools.

4. Emergency measures for food poisoning incidents:

(1) If anyone is found to be poisoned in the hotel, whether he or she has taken poison by mistake or intentionally, in addition to calling the police immediately, Take the following measures:

A. Dial "120" of the emergency center to call for help. If the medical staff does not arrive in time, the poisoned person's life is in danger. The poisoned person should be sent to a nearby hospital for rescue, and the person who is poisoned should be notified. Work unit or relatives and friends.

B. Protect the scene where the poisoned person is, and do not let anyone touch poisonous or suspected poisonous items (such as medicines, containers, drinks and food, vomitus, etc.).

C. Arrange parking spaces for police cars and ambulances to use when they arrive and leave.

D. Register the poisoned person’s personal belongings and hand them over to the police.

E. Prevent idle people from watching.

F. Register relevant information (including the arrival and departure times of police cars and ambulances, the name of the police chief, etc.).

J. If a poisoner or suspicious person is found, stay immediately and hand it over to the police...gt;gt;

Question 3: What are the emergency measures for emergencies in hotels and restaurants? Emergency Handling Manual 1. How to operate if there is a sudden power outage or water outage? If there is a sudden power outage or water outage in the store, the steps are as follows: 1. Report to the superior department in a timely manner. 2. Contact relevant units to understand the reasons for power outages and water outages. If there is a power outage or water outage, you should contact the relevant units in time to understand the reasons for the power outage and water outage. For example, if there is a power outage, you should contact the power bureau or the landlord to understand the power outage area. If there is a power outage in the building where our store is located, we can find a room to solve the problem. If the entire area is out of power due to the power bureau, you should know when the call will come. 3. Find solutions. Normally, you should have a good relationship with the electrical industry department. When there is a power outage, you can borrow a generator vehicle (power not less than 200 kilowatts) for emergency response. After a power outage, try to keep the business open. If the work cannot be completed, you can contact the adjacent branch and ask for help to ensure the lighting of the business area. If the power supply is temporarily unavailable, you can reduce the business area, light candles in the business area in time, and receive business as usual. The kitchen can be compressed. In summer, when the temperature is high (over 35°C), customers should be stopped in time if the business cannot be opened. In the event of a sudden water outage, immediately contact the relevant units to inquire about the water supply time, and contact neighboring branches in a timely manner. At the same time, you can contact the fire protection unit to provide water, or organize employees to collect water from the employee dormitories or nearby places to ensure business as usual. Since it is inconvenient to clean tableware without water, disposable tableware can be used as much as possible. In addition, employees can also be organized to take the vegetables to the dormitory or a nearby place with water for washing. 2. How to operate if a local fire suddenly breaks out? If there is a local fire in the store, specific problems should be solved based on the actual situation. The steps are as follows: 1. If there is a fire in the kitchen, the personnel on the scene should use fire extinguishing equipment to put out the fire. If the fire is large and cannot be controlled by oneself, call 119 in time. 2. If a diesel stove catches fire, immediately turn off the oil valve and use a fire extinguisher to put out the fire. 3. If there is a fire in the restaurant, you should deal with it according to the location and cause of the fire. If there is a small fire caused by the gas in the cart, the gas valve should be closed immediately and pushed away from the guests to extinguish it in time. If a fire breaks out in a circuit, the electrician will immediately turn off the power and evacuate customers immediately, and organize fire extinguishing at the same time. If the fire is large and our store staff cannot extinguish it, please call 119 immediately. 4. If there is a small local fire, it should be reported to the company's superior department in a timely manner (within 24 hours). If the fire is serious, you must call the superior department of the company immediately and report the incident in writing afterwards.

3. How to operate when large-scale unemployment suddenly occurs? When a large number of employees suddenly become unemployed in the unit, the steps are as follows: 1. Organize other employees to work overtime to take over the work of the unemployed employees. 2. Report to the superior department in a timely manner and deploy manpower from other stores to supplement. 3. Take the initiative to understand the reasons for lost work. 4. Find solutions. 5. If you have difficulty solving the problem yourself, contact your superiors for help in a timely manner. 4. How to operate if a fight suddenly occurs? If a fight occurs in a store, the handling steps are as follows: 1. If a fight occurs among employees within the company, stop it in time and send the cause and responsible person to the relevant departments for handling. Report to the superior department at the same time. 2. If there is a fight between customers in the restaurant, you should divert other customers nearby according to the situation, guide the customers next to you to other areas for consumption, try to keep the receipts, and let the customers pay the bill. If the customer fails to pay the bill due to special circumstances at the time, the store manager will be responsible for handling and reporting. 3. At the same time, call 110 to call the police in time, protect the scene, and hand it over to 110 for handling. 4. Report to superior department. 5. How should we operate if there is a sudden inspection by the health, fire and other departments? If the health or fire department comes to make a sudden inspection, the steps are as follows: 1. Let a manager do the reception work and try to seat them in the restaurant to buy time. 2. Let another manager deal with the items to be inspected in a timely manner. For example, during peak periods, the kitchen is relatively messy. Employees should be promptly organized to inspect areas that the inspectors pay more attention to, such as refrigerators, freezers, and places where tableware is cleaned; fire extinguishers Place etc. for quick organization. 3. After proper arrangement, please ask the inspector to enter the kitchen for inspection. If the health department performs random inspections, try to scald the tableware with boiling water and hand it over for inspection. 4. If there are serious problems after the inspection, we must immediately find ways to solve them and report them to the superior department. 6. How should a restaurant operate when it suddenly receives hundreds of delivery orders? 1. If you suddenly receive more than 100 delivery orders, you must notify the person in charge of the store as soon as possible. The person in charge must understand the standards and requirements of the customer's order, and leave the contact number of the customer to inform them of a reply as soon as possible. 2. The person in charge of the store convened a meeting with the person in charge of the kitchen to learn about the raw materials...gt;gt;

Question 4: What to do when the hotel restaurant handles 70 emergencies 1. During the meal What should you do if you find a sick guest? Answer: (1) Do not move the guest without permission (2) Notify your superiors quickly (3) Obtain the consent of your loved ones and dial 120 emergency hotline immediately

Question 5: How to deal with the hotel After receiving the fire confirmation information, the emergency and emergency fire center of the switchboard should immediately notify the switchboard to notify members of the emergency response team to the fire center to form a fire-fighting command post. At the same time, the security foreman on duty is notified to organize security guards to carry out evacuation, fire extinguishing and rescue work according to the fire site arrangements;

The security department asks the switchboard to notify the emergency response team members to come to the store to assist the police in their work;

The fire center informed the switchboard to notify the general manager and other members of the emergency response team to rush to the fire center and set up a disaster relief headquarters to direct personnel from various departments to eliminate disasters and resume production.

Question 6: Hotel attendants need to be trained on how to deal with emergency incidents when they first enter the hotel. Those remedial classes will teach you emergency measures in case of emergencies. In the end, the remedial classes will also teach you how to deal with emergencies. Take the exam and keep the ones with the best scores as senior officials. This also requires your efforts

Question 7: What is the handling of emergencies in hotel training.ppt wenku.baidu/... amp; org=0

Question 8: How should hotels and restaurants deal with emergencies? 10 points Imagine what emergencies will generally occur. This can be discussed together by everyone. You can also check online to see what emergencies may occur?

Generally these are food, natural disasters, and personnel factors (guests, hotel staff). Imagine these possible hazards, and then think about solutions.

Also, what judgments need to be made when encountering these situations? Not all fires will alarm all guests. For example, if a frying pan catches fire in the kitchen, if it can be solved, it will be solved. So this is your own judgment.

All that matters is that you think first.

Question 9: How to deal with emergencies. Dealing with emergencies is also called crisis management. Crisis management is the process of planning and decision-making, dynamic adjustment, resolution and employee training carried out by enterprises in response to various crisis situations. Its purpose is to eliminate or reduce the threats and losses caused by crises. Crisis management is a specialized management science. It is a prevention and treatment system and corresponding measures established in advance to respond to sudden crisis events, resist sudden disasters, and minimize damage as much as possible.

The connotation of enterprise crisis management

Crisis management means that enterprises avoid and reduce the harm caused by crises through crisis monitoring, crisis early warning, crisis decision-making and crisis handling, and summarize the occurrence, The law of development is a new management system that handles crises scientifically and systematically. The elements of crisis management are:

1. Crisis monitoring

The first step of crisis management is to monitor the crisis. During the period of smooth development of the enterprise, the enterprise should have a strong sense of crisis. and psychological preparation for crisis response, and establish a crisis management mechanism to detect crises. The calmer the company is, the more it should pay attention to crisis monitoring. Behind the calm, there are often murderous intentions hidden.

2. Crisis warning

Many crises will have certain signs before they break out. Crisis management focuses not only on handling various hazards after the crisis breaks out, but also on establishing a crisis warning line. . Before the crisis arrives, enterprises can nip some avoidable crises in the bud, and other unavoidable crises can be solved in time through early warning systems. In this way, companies can calmly respond to the challenges brought about by the crisis and minimize their losses.

3. Crisis decision-making

Enterprises make correct crisis decisions based on investigations. Decision-making should be based on the context of the crisis, comparing the advantages and disadvantages of several feasible options, and then selecting the best option. The plan must be accurately positioned and implemented quickly.

4. Crisis management

First, the company confirms the crisis. Confirming the crisis includes classifying the crisis, collecting crisis-related information to confirm the extent of the crisis, finding out the causes of the crisis, and identifying the scope, extent and consequences of the crisis. Second, control the crisis. Crisis control requires confirming a certain crisis and curbing the spread of the crisis so that it does not affect other things. Emergency control is like a fireman without delay. Third, deal with the crisis. In dealing with a crisis, speed is key. Enterprises can timely and effectively apply crisis decision-making to actual situations to resolve the crisis, which can avoid the losses caused by the crisis to the enterprise.

Basic principles of corporate crisis management

1. Institutionalization principle

It is difficult to fully predict the specific time, actual scale, specific situation and depth of the crisis. Predicted. Such emergencies often have a negative impact on a company or brand within a short period of time. Therefore, enterprises should have institutionalized and systematic business processes and organizational structures related to crisis management and disaster recovery. These processes do not work when business is normal, but they will be started promptly and run effectively when a crisis occurs, playing an important role in handling the crisis. Some large companies in the world are often able to cope with crises when they occur. One of the keys is an institutionalized crisis management mechanism, so that when a crisis occurs, the corresponding mechanisms can be quickly activated and work can be carried out comprehensively and orderly. Therefore, enterprises should establish a documented crisis management system, an effective organizational management mechanism, and a mature crisis management training system to gradually improve the rapid response capabilities of crisis management. In this regard, Tianjin SmithKline’s calm response to the Contech crisis is a typical example of successful crisis management.

On the contrary, after the Fuyang milk powder incident, the crisis management was passive and lacked skills, reflecting that some companies did not have clear crisis response and decision-making mechanisms, resulting in chaotic, busy and inefficient organizations.

2. The principle of integrity image

The integrity image of an enterprise is the lifeline of the enterprise. The occurrence of a crisis will inevitably bring losses to the corporate integrity image and even endanger the survival of the company. Correcting and shaping the image are the basic ideas of corporate crisis management. In the entire process of crisis management, enterprises must strive to reduce the damage to the corporate integrity image and strive for public understanding and trust. As long as customers or the public are harmed due to the use of the company's products, the company should publicly apologize to the public as soon as possible to show sincerity, and provide corresponding material compensation to the victims. Products that do have problems should be recalled quickly at all costs, and the company's products or services should be improved immediately to try to restore the impact, win the trust and loyalty of consumers, and maintain the company's image of integrity. The handling of the "Tylenol" poisoning incident maintained the credibility of Johnson Company and won public opinion and the public...gt;gt;