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陈付勇和你分享皇冠假日危机管理CRISIS MANAGEMENT中英文续六

(2011-08-15 20:14:57)
标签:

检查

爆炸物

国际酒店管理

皇冠假日酒店

酒店培训

危机处理

危机管

杂谈

分类: 学习交流

陈付勇和你分享皇冠假日危机管理CRISIS <wbr>MANAGEMENT中英文续六

 

              

 

 

INTERNAL POLICY

 

 

REF: CMP-002

Page 48 of 87

Prepared by: Security Manager

All Departments

Prepared by: Security Manager

Approved by:

 

______ David Markham________

      General Manager

Subject:  Crisis Management Plan

                               ------ Armed Robbery                     

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。

 

6.Observe 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。

 

   10.If 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 49 of 87

Prepared by: Security Manager

All Departments

Date:July 15, 2005

Approved by:

 

______ David Markham________

      General Manager

Subject:  Crisis Management Plan

                               ------ Armed Robbery                     

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CCTV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 he or she 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

 

 

 

 

               

 

 

INTERNAL POLICY

 

 

REF: CMP-003

Page 50 of 87

Prepared by: Security Manager

All Departments

Date:July 15, 2005

Approved by:

 

______ David Markham________

      General Manager

Subject:  Crisis Management Plan

                               ------ Bomb Threats                     

Distribution: All department heads and Assistant Managers

Plan1Bomb Threats

应急预案1: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 8302 (Security Department).

或告知打电话者拨打8302(保安部直线电话)直接与酒店负责人联系。

 

5.  Call the GM and each division head.

   传呼总经理或酒店值班经理,并将此信息告之各部门总监。

 

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 51 of 87

Prepared by: Security Manager

All Departments

Date:July 15, 2005

Approved by:

 

______ David Markham_______

      General Manager

Subject:  Crisis Management Plan

                               ------ Bomb Threats                     

Distribution: All department heads and Assistant Managers

 

7.  Contact the police and follow any instructions they may give you,at the same time we will report it to OCT Security.

与警方取得联系,按指示行动,同时报告华侨城保卫处。

 

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.  Upon receipt of a bomb threat alarm, each division head assemble in the Executive meeting room. 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,各部门总监在行政办公室集合。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 Security 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

         Guest Service Center.

           要将可疑爆炸物的具体位置和特征描述资料传送至客户服务中心.

 

              

 

 

INTERNAL POLICY

 

 

REF: CMP-003

Page 52 of 87

Prepared by: Security Manager

All Departments

Date:July 15, 2005

Approved by:

 

______ David Markham________

      General Manager

Subject:  Crisis Management Plan

                               ------ Bomb Threats                     

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 squad arrives.

炸弹处理部队到达后撤退

 

 

 

              

 

 

INTERNAL POLICY

 

 

REF: CMP-003

Page 53 of 87

Prepared by: Security Manager

All Departments

Date:July 15, 2005

Approved by:

 

______ David Markham________

      General Manager

Subject:  Crisis Management Plan

                               ------ Bomb Threats                     

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.

在接到公安部门的确切消息的情况下,只有总经理或副总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 brigade has 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 54 of 87

Prepared by: Security Manager

All Departments

Date:July 15, 2005

Approved by:

 

______ David Markham________

      General Manager

Subject:  Crisis Management Plan

                               ------ Bomb Threats                     

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。

 

Ø  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 some time 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一定的时间,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 immediately.

所有人员都不得擅自触摸可疑物品, 应立刻通知警察.

 

 

              

 

 

INTERNAL POLICY

 

 

REF: CMP-003

Page 55 of 87

Prepared by: Security Manager

All Departments

Date:July 15, 2005

Approved by:

 

______ David Markham________

      General Manager

Subject:  Crisis Management Plan

                               ------ Bomb Threats                     

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 56 of 87

Prepared by: Security Manager

All Departments

Date:July 15, 2005

Approved by:

 

______ David Markham________

      General Manager

Subject:  Crisis Management Plan

                               ------ Bomb Threats                     

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 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处理。

              

 

 

INTERNAL POLICY

 

 

REF: CMP-003

Page 57 of 87

Prepared by: Security Manager

All Departments

Date:July 15, 2005

Approved by:

 

______ David Markham________

      General Manager

Subject:  Crisis Management Plan

                               ------ Bomb Threats                     

Distribution: All department heads and Assistant Managers

 

BOMB THREAT

PLACE THIS UNDER TELEPHONE

CALLER`S VOICE   对方的声音

BE CALM,COURTEOUS. LISTEN, DO NOT INTERRUPT.

保持冷静、礼貌,不要打断对方

Loud大  Soft柔和  Fast快  Slow慢            

High高  Low pitch低  Distinct清楚  Distort 不标准     

TIME CALL RECEIVED:

收到来电时间

TIME CALL ENDED:

结束电话时间

English 英语Arabic阿拉伯语 Chinese汉语 Local本地

Rough粗   Pleasant畅快   Stutter口吃    Nasal鼻音

Telephone call received by

电话接收人

Received on Tel.EXT.No.

所接收的电话分机

Hesitant吞吞吐吐    Intoxicated醉酒        Short短

Shrill尖  Young年轻  Lisp口齿不清    Slurred含糊

Location 地点:

 

OUESTIONS TO ASK: 提问

BACKGROUND SOUNDS: 环境声音特征

1.  Where is the bomb?

爆炸物在哪儿?

Calm镇静  Angry生气  Rational理性 Irrational无理性

  2.  When will it go off?

      何时爆炸?

Coherent连贯   Incoherent不连贯 Deliberate有准备 Laughing可笑

  3.  What kind of Bomb is it?

      是何种爆炸物?

Factory machines工厂机器    Street traffic街道交通            Voices Office machines办公室机器声    Airplane飞机

  4.  What does it look like?

      该爆炸物是什么样子?

Voices嗓音   Quiet从容   Noisy嘈杂   Music音乐

  5.  Who are you?

      您是谁?

 

  6.  Who do you represent?

      您正在扮演什么人?

 

  7.  Where are you now?

      您现在在哪儿?

 

  8.  Why are you doing this?

      您为什么这样做?

 

  9.  What is your demand?

     您有什么要求?

 

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

 

 

 

 

              

 

 

INTERNAL POLICY

 

 

REF: CMP-004

Page 58 of 87

Prepared by: Security Manager

All Departments

Date:July 15, 2005

Approved by:

 

______ David Markham________

      General Manager

Subject:  Crisis Management Plan

                               ------ Civil Disturbance

Distribution: All department heads and Assistant Managers


 

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