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酒店管理会所 酒店应急事件处理方案.pdf

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    • 雅高集团-酒店突发事件应急处理 1 台风暴雨紧急预案台风暴雨紧急预案 一、预案的目的 为有效防御和减轻自然灾害 , 保护客人、员工的生命财产及酒店财产安全,根据政府相关规定,结合酒店实际情况,制定本预案 二、应急预案启动的依据 当气象台发布如下天气预警信号(以下简称预警信号) : 1. 蓝色台风预警信号,即 24 小时内可能或者已经受热带气旋影响,平均风力 6 级以上 2. 红色大风预警信号,即 2 小时内可能或已经受大风影响 ,平均风力 12 级以上 3. 红色豪雨预警信号, 即 3 小时内可能或者已经受豪雨影响, 降雨量 100 毫米以上 三、紧急情况工具准备 1. 手电筒 4 支以上; 2. 雨衣、雨鞋、安全帽各 4 套以上; 3. 最少要有 6 台潜水帮浦放仓库备用,接好 50 米电源线;连接 50 米胶管; 甲、 沙包 40 袋 四、紧急情况值班地点 工程部值班办公室; 五、紧急情况值班人员 1. 工程总监或工程经理; 2. 运行主管 2 名(负责人员调度及工作安排); 3. 机电技术员 10 名; 4. 所有其他机动人员全部留守值班室待命; 5. 所有当班员工均要留守酒店; 6. 必要时通知休息员工加班; 7. 外出抢修必须保持 2 人一组; 8. 以上当班人员没有工程总监许可不得擅自离开工作岗位。

      六、重点区域检查 雅高集团-酒店突发事件应急处理 2 1. 发电机房; 2. 各区域 UPS 房; 3. 石油气房并记录储存气量; 4. 污水排水设备; 5. 天面排水沟没杂物,排水顺畅 七、保证供水、供电、空调、消防系统设备营运正常 1. 检测发电机营运正常,检查发电机油、水储备要充足,确保应急电源供电正常; 2. 加强设备房、监控中心巡查,发现设备营运异常及时组织抢修; 3. 确保酒店供水、供电正常 八、通讯设备 1. 各班人员保证对讲机、通讯正常; 2. 运行主管定时测试对讲机、,确保通信畅通;密切留意台风讯息 九、预防措施 1. 做好防风准备,并及时通知户外、作业人员; 2. 通知酒店各职能部门做好相关防御准备; 3. 妥善安置易受大风影响的室外物品,拆除或加固室外临时设施十级以上台风必须拆除所有室外临时设施; 4. 检查、维修楼顶、阳台、地面等排水设施,保持顺畅; 5. 检查、测试或维修发电机等应急照明,保持完好备用; 6. 暂时关闭室外招牌、景观照明、喷泉等室外设施;检查并关闭所有玻璃窗户,外墙门; 7. 进入防风状态,停止高空、等户外作业; 8. 危险地带人员撤离,停止露天集体活动,立即疏散人员; 9. 低洼、易受水浸地区注意做好防涝工作; 10. 开放临时休息区域,危险地带人员撤离回到休息区; 11. 值班人员应尽可能呆在防风安全的地方,相关部门和抢险单位随时准备启动抢险应急方案; 雅高集团-酒店突发事件应急处理 3 跑水事件跑水事件应急程序应急程序 需对工程部员工进行良好的培训。

      在有跑水事件发生时当班的工程部员工可以迅速作出反应以将损失降低到最低限度 大部分跑水事件是由于管道破损而引起的,比如冷热水管、空调管道和消防喷淋系统管线等等;厨房工作人员不注意将粗糙的杂物落如下水道;客人因粗心未关闭浴缸水源或洗手盆的水龙头或是在等待浴缸或手盆盛满水之前不小心睡着了等等都可能引起跑水事件的发生 应采取的措施:应采取的措施: 1. 发生跑水事件应立即通知工程部、客房部、保安部、前厅部和酒店行政委员会的相关人员 2. 关闭离跑水事件发生地最近的水流阀门除非万不得已,不要关闭系统的主阀门,以免对酒店正常运行造成不便 3. 如果跑水事件会对某些客人造成影响,应通知前厅部受灾区域,以便前厅部着情为受影响的客人重新安排食宿 4. 抓紧时间进行抢修工作,尽快恢复正常状态 5. 与客房部一起清理受灾区域 6. 在一楼的消防监控中心留有一套维修工具,以应急用 雅高集团-酒店突发事件应急处理 4 这套维修工具包括: − 可以放 4 个小桶的榨水器 − 一台吸水机 − 一套多用工具 − 一些报废浴巾 一卷塑料软管,直径 50mm,长度 8m,带管夹。

      雅高集团-酒店突发事件应急处理 5 停电应急程序—此程序适用所有酒店 对工程部的员工进行培训以在停电发生时进行合理及时的处理工作, 最小程度地减少由于停电造成的恐慌和混乱 按以下程序进行: 1. 检查应急发电机是否运行正常通常在停电发生后的几秒种内应急发电机将自动启动运行为酒店内的主要电机设备和应急灯提供电力支持将油标、水温、供油压力表、三项电压和电流、频率和负载数据记录在工作日志中 2. 检查是否电梯已在应急电源的支持下恢复正常运行状态,确保无客人因停电而被困在电梯内 3. 向行政委员会、通讯服务部、前厅部经理、宾客服务经理、保安部经理和电脑房经理报告当前情况 4. 检查并确保应急电源已顺利输送至电脑房、通讯服务部、程控交换机房和消防监控中心 5. 检查所有的应急灯、水泵等是否运行正常 6. 检查市政供水水箱水标的高度,确保所有的消防泵有应急电力供应 7. 检查所有因停电而引起的误报警 8. 检查其它酒店主要机电设备的电力供应情况 9. 坚守岗位,当正常电力供应恢复时迅速切换电力供应 10. 观察机电设备在恢复正常电力供应后的运行情况并将报警复位 11.11.检查所有系统以及重新调整时间继电器。

      检查所有系统以及重新调整时间继电器 雅高集团-酒店突发事件应急处理 6 电梯困人操作程序电梯困人操作程序 应对工程部的所有员工进行良好的培训以便应付电梯困人的突发事件 此类事件应由工程部主管和其他员工相互配合共同解决 程序:程序: 1.1. 一旦电梯运行出现故障停在两层楼之间:一旦电梯运行出现故障停在两层楼之间: a. 当困在电梯中的客人必将按响电梯内的报警按钮,在大堂内的礼宾部、宾客服务经理和在消防监控中心值班的保安员会马上接到报警信号 b. 宾客服务经理将通过消防监控中心的通讯装置以冷静的语气直接与困在电梯中的客人沟通,向客人解释电梯暂时出现了某种技术上的故障,酒店的工程部正在对此进行维修注意不要急于强行打开电梯的门 c.工程部的主管和员工应立即赶往位于顶楼的电梯机房,查清电梯出现故障的楼层工程部主管可以切断电梯控制系统的电源, 但千万不要关闭电梯轿箱内的电力供应和照明接下来,工程部的主管应搬动电梯的刹车装置将电梯停靠在最近的楼层,注意操作缓慢,以免电梯突然下降引起梯内客人的恐慌注意观察机房电梯主电缆的情况,控制好电梯的稳定性迅速赶往电梯停靠楼层使用电梯钥匙将电梯外层门打开,关闭维修控制开关,松开手动连接杆至打电梯门解救困在电梯中的客人。

      d.始终牢记解救困在电梯客人并不是工程部工作的结束在客人得到解救后,工程部的员工要关好电梯的门 未对电梯进行彻底的故障检查维修前不可以盲目地将电梯重新启动投入运行 e.通知电梯供应商对故障进行彻底维修 f.在解救客人过程中, 宾客服务经理要不断地安慰被困客人并在客人得到解救后向客人致歉 雅高集团-酒店突发事件应急处理 7 g.通知电梯供应商到场对电梯进行检查和维修 雅高集团-酒店突发事件应急处理 8 一、一、 防火安全委员会防火安全委员会 FireFire- -prevention Security Committeeprevention Security Committee 防火安全委员会是酒店防火安全工作的最高领导组织,由副总经理任防火安全委员会主任,另由工程总监及其他部门成员组成 Fire-prevention security committee is the utmost leading organization of the fire-prevention work in hotel, composed by Deputy Manager——the director of the committee, and Director of Engineering, staff from departments. 防火安全委员会的职责如下:防火安全委员会的职责如下: Duties of FireDuties of Fire- -prevention Security prevention Security Committee are as follows:Committee are as follows: 1. 全面负责酒店的防火安全工作,贯彻执行«中华人民共和国消防条例»和其他有 关消防法规。

      Be fully responsible for the fire-prevention work; carry out Fire control regulations of the People's Republic of China and other related fire-protection regulations. 2. 监督实施各级防火责任制和岗位防火责任制建立健全防火制度和安全操作规程 Supervise the implementation of system that each grade is responsible for its own fire-prevention work and post fire-prevention responsibility system. Establish and improve fire-prevention system and safety operation procedures. 3. 部署防火检查,总结完善消防工作,定期向当地公安消防监督机关报告工作情况 雅高集团-酒店突发事件应急处理 9 Deploy fire-prevention check, summarize and perfect fire-protection work, report regularly to local public security fire-protection supervisor. 4. 领导专职消防队开展工作, 对员工进行消防安全知识教育, 组织消防学习,开展消防宣传活动。

      Lead full-time firefighter team: educate staff with fire-protection knowledge, make fire-protection propagandas. 5. 追查处理火警事故,协助公安消防监督机关调查火灾原因 Trace fire accident, assist public fire-protection supervisor investigate fire cause. 防火安全委员会每月至少组织两次活动,由副总经理负责召集 Fire-protection security committee should organize two activities every month, assistant general manager being in charge of convene. 二、二、 火警应急程序火警应急程序 Fire alarm emergency proceduresFire alarm emergency procedures 消防监控中心的火警反应程序消防监控中心的火警反应程序 For fireFor fire- -protection control center:protection control center: (1) 消防监控中心的当值保安员,一旦发现火警信号,在查明显示区域后,应立即将火警信号发出的地点通知总机及以下人员: A.保安部经理 B.大堂副理 C.值班工程师 D.总经理 E.副总经理 F.值班经理 G.前台经理 H.行政管家 Once the Duty Security personnel in fire control center perceive a fire sign, after identification of location, should immediately inform host operator and individuals below about the fire location: A Security Manager B Assistant Manager C. Duty engineer 雅高集团-酒店突发事件应急处理 10 D General Manager E Deputy manager F Duty managers G Front Office manager H Executive Housekeeper (2) 上述八位人员在接到报警后,应迅速携带相关器械工具赶赴报警点(保安部经理带好对讲机、手电筒;值班工程师带好破拆工具、手电筒;大堂副理带好万能钥匙)迅速进行火情侦察。

      The eight individuals aforementioned should at no time go to alarm area with concerned tools. (Security Office manager with pagers, torches; duty engineer with dismantling tools, torches; Assistant Manager with master key) to judge the fire conditions. (3) 经查如确认火警事故,大堂副理应迅速向总机通报,由总机通知其他部门 A/B 级经理; (值班工程师)运行主管应迅速切断电源,关闭空调和煤气阀门;保安部经理应迅速组织就近人员利用现有的灭火器材进行扑救 In case of a confirmed fire accident, Assistant Manager should inform host operator immediately, who will inform other managers(A/B); Duty engineer should switch off electricity ,shut down air-condition and gas valve; Security Office manager organize staff in vicinity to put out fire with nearby fire appliances. (4) 经查如果是误报,保安部经理即用对讲机通知监控中心当班保安员,撤除报警信号;大堂副理则将误报详情告知总机,随时回答客人提出的询问并向客人解释、表示安慰。

      In case of a false alarm, Security Office manager should inform security individual in control center by pager to lift the alarm; Assistant manager to give a detailed report to host operator and answer guests’ questions, comforting guests. (5) 消防监控中心当值保安员将火警信号发出的时间、地点、原因,参加调查人员的部门及姓名详细记录在值班记事簿上 Duty security individual in Fire Control Center to log the time of fire sign, location, cause, and department, name of individuals involved in detail. 雅高集团-酒店突发事件应急处理 11 三、三、 酒店员工发现火警的反应程序酒店员工发现火警的反应程序 Emergency procedure for hotel staffEmergency procedure for hotel staff 1. 当酒店员工发现火警时,应保持镇定,立即到最近的墙式消防处敲碎红色塑料盒上的报警玻璃。

      If a staff finds fire sign, he should keep calm, go to the nearest alarm box and break the glass of red plastic box. 2. 就近拨打“0”同总机联系,告诉总机如下事项: Contact host operator by dial “0”, offering information below. (1)报警人姓名 (2)所在地点 (3)火灾性质、重点 (1) caller’s name (2)fire location (3)nature of fire 上述内容要确保总机收听明白 Make sure that the messages are clearly received by host operator. 3. 如果发现火势不大,应迅速拿取附近适当的灭火器进行灭火,同时等候灭火人员的到来 If the fire can be controlled, try to extinguish fire by proper fire-extinguishers in the vicinity, awaiting firemen. 4. 如果发现火势已难以控制,应立即离开火场并迅速关闭沿途所有门窗、空调并切断电源。

      在安全处等候消防人员到来,向消防人员报告火源的位置,听候消防人员的指挥 If the fire can’t be controlled, leave the fire area immediately and shut down all doors, windows, air-conditions and cut off electricity on the way. Await firemen in a safe place, inform them of the fire location and follow firemen’s command. 四四、、初级火警应急程序初级火警应急程序 General fire alarm emergency procedures:General fire alarm emergency procedures: 1. 一旦酒店任何区域着火,当值人员必须立即以最快的方式向消防监控中心或总机报警,同时利用就近的灭火器进行扑救,总机应将报警人的姓名、部门、着 雅高集团-酒店突发事件应急处理 12 火点及火情性质等记录下来 If a fire is found anywhere in the hotel, staff on duty should inform fire-protection control center or host operator as quickly as possible and use nearby fire-extinguishers to put off fire. The host operator should record caller’s name, department, fire location and fire nature, etc. 2. 消防监控中心一旦发现监控设备或火警区域当值人员报警,应立即通知保安部经理、值班工程师及大堂副理,并通过监控设备严密注视火情的发展。

      On receiving fire alarm from monitor device or staff on duty, Fire-protection control center should immediately notify Security Office manager, Duty engineer, and Assistant Manager and watch the process of fire through monitor device. 3. 保安部经理、值班工程师及大堂副理携带相关器械物品赶赴火警现场后,一面要判断火势能否被控制,一面要根据起火原因、地点指挥附近员工采取相应措施进行补救 Security Office manager, Duty engineer and assistant manager should carry concerned instruments to fire area. At the fire area, they should judge whether the fire can be controlled, and based on fire cause, fire location, organize staff in vicinity to take measures. 4. 火灾扑灭后, 应将扑救结果和善后处理情况及时逐级报告酒店最高行政管理层。

      同时,保安部应负责做好现场保护,调查起火原因、统计火灾损失,然后写出书面报告,逐级上报至总经理 After the fire, report the outcome and problem disposals to top executive administers promptly stage by stage. In the meantime, Security Office to preserve fire site, investigate fire cause, and make a statistic of fire loss and report in writing form to general manager stage by stage. 五、五、高级火警应急程序高级火警应急程序 Major fire alarm emergency proceduresMajor fire alarm emergency procedures 雅高集团-酒店突发事件应急处理 13 1. 当酒店在自救无能为力时,大堂副理和值班经理应立即通过总机通知以下人员集中到消防监控中心,这些人员分别是: 1) 总经理 2) 所有高级行政人员 3) 各部门 A/B 级经理 以上人员将立即组成临时灭火指挥部。

      When the hotel can’t control fire itself, Assistant Manager and Duty manager should inform individuals below to Fire control center through host operator: (1) General Manager (2) All senior administrators (3) A/B grade manager in every department. Abovementioned individuals should make up provisional fire command center. 2. 临时灭火指挥部根据火势情况,下达如下指令: Based on fire condition, Provincial fire command center should send following orders 1) 切断酒店的煤气供应 Cut off gas supply. 2) 关闭所有液化气流 Cut off all liquid gas. 3) 确保消防供水泵运作正常 Ensure that fire supply pump can work well. 4) 确保加压、排烟、应急发电系统运作正常 Guarantee that the pressurizing, smoke evacuation and emergency generation system work normally. 5) 指挥酒店专职消防队实施救火 Command full-time fire brigade of hotels to fire fight. 3. 工程部根据指挥中心的指令,立即关闭空调、液化气,切断电源,并开启消防 喷淋泵,将所有电梯降至井底;关闭所有客梯,控制好消防电梯。

      In accordance with control center’s order, the engineering department 雅高集团-酒店突发事件应急处理 14 should close air conditioner, liquefied gas immediately, cut off electricity, turn on the spray pump, drop all lifts to the bottom; Close all elevators, control the fire lift 4. 如果火势仍无法控制,临时灭火指挥部应采取以下进一步措施: If fire can’t be controlled still, provisional fire command center should take further measures 1) 通知总机有关情况,向公安消防队报警 Notify host operator with related information and call the public fire brigade. 2) 根据现场火势发出紧急疏散等一系列指令 Based on the fire condition, send out orders such as emergency evacuation etc. 5. 总机一旦接到火灾现场的报告和临时灭火指挥部的指令后,应立即拨打火警“119”通知公安消防部门,请求救援。

      The host operator once receives report from fire area and order from provincial fire command center should dial “119”, informing public security fire control department for assistance. 6. 值班工程师向消防部门提供酒店的各种资料和图纸,协助公安部门处理有关问题 Duty Engineer to offer hotel information to fire control department, assisting public security department deal with relevant problems. 7. 总机要确保指挥中心及消防监控中心的通讯顺畅,准确无误地传达灭火指挥部下达的各项指令,包括对客人、对酒店员工的紧急疏散广播 Host operator to guarantee the smooth communication between command center and fire control center, transmit fire command center’s orders exactly, including emergency evacuation broadcast to guests and hotel staff. 8. 保安部应维持好酒店内外秩序, 做好警戒工作, 配合公安消防部门做好疏散工作,加强与灭火指挥部的联系。

      Security Office to keep hotel internal and external order, assist public 雅高集团-酒店突发事件应急处理 15 security fire control center with the evacuation work and strength the connection with command center. 六、六、各管理部门的应急措施各管理部门的应急措施 Emergency Emergency policies for management departmentpolicies for management department 车队负责清理消防信道,保证消防信道畅通无阻 The motorcade is responsible for clearing up fire control pass way, guarantee that the fire control pass way is unblocked. 前厅部前厅部 Front OfficeFront Office 1. 严禁使用所有的客梯。

      All elevators are forbidden. 2. 控制大堂秩序,稳定客人情绪,解答客人问询 Keep the lobby order, comfort guests and answer guests’ inquires. 工程部工程部 For Engineer DepartmentFor Engineer Department 1. 提供破拆、照明工具和机房钥匙 Offer dismantling, illumination tools and key to machinery room. 2. 提供建筑结构、管道、电器线路图等资料 Offer information about construction, pipe, and cable layout etc. 3. 解救被困电梯和被困火场人员 Rescue men trapped in elevator and fire area. 4. 保证水、电供应 Guarantee water and electricity supply. 保安部保安部 Security OfficeSecurity Office 1. 等候消防队和公安人员的到来,并带领他们赶赴火灾现场。

      Await fire control team and public security men, and lead them to fire area. 2. 提供对讲机等通讯工具 Offer communication instruments such as pagers. 雅高集团-酒店突发事件应急处理 16 3. 警戒火场,控制紧急出入口 Be alert of fire area, guard emergency exit and entrance. 4. 解救被困电梯和被困火场的人员 Rescue men trapped in elevator and fire area. 5. 控制非火警区域的秩序,防止趁火打劫等混乱现象的发生 Keep orders of non-affected area, preventing chaotic from happening such as robbing etc. 管家部管家部 Housekeeper DepartmentHousekeeper Department 1. 根据指令,疏散火灾现场的客人,疏散过程中不能乘坐电梯 According to the order, evacuate guests in fire area; make sure that elevator can’t be used in the course. 2. 指引客人疏散线路,并提供照明工具。

      Show guests the evacuation route and offer illumination tools. 3. 关闭火灾现场附近所有的门、窗 Shut off all doors, windows around fire area. 4. 客房服务员在客人离开房间后,用水笔在门上标出“X”记号 Room attendants should mark “X” on the door after guests leave the room. 5. 再次检查客房无人后,在门上标出“O”记号 Recheck guest rooms; make sure that nobody is in the room, then mark an “O” on the door. 6. 沿途告诫客人需保持安静,不要乱跑,请快步走 On the way tell guests to keep quiet, to walk quickly, not to run about. 人资部人资部 HR DepartmentHR Department 1. 组织受伤人员的救护并护送至医院 Organize rescue the injured and escort them to a hospital. 2. 执行指挥部的其他指令。

      Carry out command center’s other orders. 财务部财务部 Finance DepartmentFinance Department 1. 财务总监/副总监要保护好重要文件,将其放置于安全地带或将其带离现场 FC/AFC should protect important files, putting them in safe area or carry 雅高集团-酒店突发事件应急处理 17 them away from themselves. 2. 收银员需从收银箱中取走所有现金,并亲手交给集合点的高级财务人员;若不行,则将收银箱锁好 The cashier should take all cash away from cash box, and hand them to senior financial personnel in evacuation area himself. If he can’t, he should lock cash box. 其他部门其他部门 Other departmentsOther departments 1. 根据指示,派出灭火人员到现场灭火。

      According to directions, assign staff to extinguish fire. 2. 运送灭火器材到现场 Transport fire instruments to fire scene. 3. 随时准备执行指挥部的其他指令 Get ready to execute command center’s other orders. 注:注: Notes:Notes: 1. 一旦公安消防队到达,所有人员都必须听从指挥 As soon as the fire control team arrives, all staff should follow their commands 2. 所有救险人员使用的通讯语言必须是普通话 The communication language used in fire-fighting must be Putonghua. 3. 火警时,酒店传呼机显示“999” In case of fire alarm, there will be “999” on in-house pagers. 4. 火警解除时,酒店传呼机显示“000” 。

      When fire alarm is released, there will be “000” on in-house pagers. 七、七、火警紧急疏散程序火警紧急疏散程序 Fire alarm emergency evacuation proceduresFire alarm emergency evacuation procedures 1 1.. 紧急疏散令的发出紧急疏散令的发出 Giving emergency evacuation orderGiving emergency evacuation order (1) 唯有总经理或公安消防部门才能下达全部紧急疏散的命令 雅高集团-酒店突发事件应急处理 18 Only GM or public security fire control department have the right to give total emergency evacuation order. (2) 下列人员有权决定部分疏散,封闭危险现场和转移人员的命令 Individuals below have the right to decide partial evacuation, lock the dangerous scene and shift staff. A. 大堂副理 Assistant manager B. 保安部经理 Security manager C. 值班工程师 Duty engineer D. 值班经理/副总经理 Duty manager/Deputy manager (3) 根据以下情况可实施部分或全部疏散: Partial or total evacuation can be carried out, in case of followings: A.火灾 fire B.煤气或其他有毒物质的泄漏 gas or other poison material leak C.水灾 flood D.断电 electricity cut off E.天花板或建筑设施有倒塌危险 ceiling and building collapse danger F.危险品引起的燃烧、爆炸以及电器故障导致触电、短路等危险 Electricity shock, short circuit arising from electrical breakdown and burning or explosion of hazardous articles. G.任何正在或即将发生的、可能导致灾难或人员伤亡的异常和危险情况 Any incoming or existing abnormality or danger which can cause accidents or people loss (4) 疏散集合地为酒店。

      Evacuation area is hotel. 雅高集团-酒店突发事件应急处理 19 (5) 疏散集合地所需要的设备: Equipments needed in evacuation area A.扩音器(手提式) Megaphone (portable) B.应急照明—无电源的照明装置 Wireless emergency illumination instruments C.无线通讯设备—对讲机 Wireless communication system-Interphone D.各部门员工花名册 Departmental staff name list E.住店客人名单 In-house guests list 2 2..紧急疏散的基本要求紧急疏散的基本要求 Basic requirements for emergency evacuationBasic requirements for emergency evacuation (1)保持镇静,注意听从应急广播的指令。

      Keep calm, follow orders from emergency broadcast (2)听到疏散令后,不在本部门岗位上的员工应立即返回本部门 Receiving evacuation orders, employees away from their post should return to their post immediately (3)掌握防火阻烟门的开启方向,当疏散时,应根据疏散路线有秩序地到指定地点集合 Master the open direction of smoke-proof kalamein. In evacuation, assemble orderly according to evacuation route. (4)不要使用电梯 Elevator should not be used. (5) 通过烟雾区时, 应尽量弯腰前进, 最好用湿毛巾捂住自己的鼻子和嘴巴,并且沿着走廊或楼梯的右边行走 Through the smog area, one should walk bending as much as possible. One had best to cover nose and mouth with wet towel and walk along 雅高集团-酒店突发事件应急处理 20 the right side of corridor or stairs. (6)疏散时要遵循先客人后员工,老、弱、病、残者优先的原则。

      Guests should be evacuated first and then the employee as well as the old, weak, sick and disabled be evacuated first. (7)财务部将账册及各种采购单据、合同等重要文件锁入防火箱,携带现金和贵重物品撤离现场. Financial department should lock account book and purchasing bills, contract etc, in fire-proof box, and carry cash and the valuables away from the fire scene. (8)客房部、前厅部和餐饮部应立即引导和护送客人向安全区域疏散,通过 良好的态度和礼貌的举止稳定客人的情绪,并注意随时清点客人人数 Housekeeper, Front Office and F&B department should direct and escort guests to safe area, comfort guest by good manners and polite behavior. In the meantime, account the guests at any time. (9)疏散时,火场相邻的和位于火场上层的人员应最先撤离,酒店医务人员应听从指挥部的指挥,随时准备抢救伤员。

      In evacuation, staff near the fire scene and above the fire scene should evacuate first. Medical staff in hotel should follow command center’s order and ready to save the wounded. 3 3..紧急疏散程序紧急疏散程序 Emergency evacuation proceduresEmergency evacuation procedures (1)全部疏散令由总机根据灭火指挥部的指令,通过公共广播系统播出 Based on the orders from fire command center, host operator should give evacuation orders from public broadcast system. (2)酒店所有员工听到疏散后,应立即停止正常工作 Receiving the evacuation order, all staff should stop work right away. (3)专职消防队迅速集中到消防监控中心,服从灭火指挥部的调遣,保安部迅速派员工赶往所有的安全出口处警卫。

      Full-time fire fighting team to go to the fire-control center and 雅高集团-酒店突发事件应急处理 21 follow fire command center’s maneuvers, Security Office should assign staff to guard all fire exits. (4)各部门员工应引导帮助其服务区域内的客人从安全出口撤离 Employees to direct and assist guest in their service area evacuate from fire exit. (5)客人全部疏散后,员工可迅速通过同一安全出口撤离到集合地点,同本部门员工汇合 After all guest leave, staff should evacuate to evacuation area by the near fire exit, and gather with staff of same department. (6)酒店专职消防队员(保安人员)要引导客人和员工撤离至集合地点。

      Full-time fire-fighters (Security staff) should direct guests and staff to evacuation area. (7)各部门主管要在确保所有客人和员工全部撤离以后,才能撤离到员工集合地点 Supervisors can go to the evacuation area after they ensure the evacuation of all guests and employees. (8)所有员工在撤离各自地区以前,应关闭所有电器和煤气开关,关闭沿途所有的门和窗, 但不要锁门 Before they evacuate from their own place, they should cut off all electrical appliance and gas switch and close all doors and windows, but not with doors. (9)部门主管要清点员工人数,以确保当值员工的安全。

      Supervisors should count staff to make sure they are safe. (10) 为确保客人的安全, 前厅部应指派专人在集合地点根据客人名单清点人数,切勿遗漏 To ensure guests’ safety, Front Office should assign special personnel to count the number of guests according to guest list. No one could be missing. (11)清点时一旦发现遗漏的客人和员工,应立即报告集合地点高级负责人,由其通知灭火指挥部 雅高集团-酒店突发事件应急处理 22 Finding missing guests or employees, immediately report to senior charge person in evacuation area who will in turn inform fire command center. (12)总经理和高级行政人员在实施整个紧急疏散过程中,需留守在消防监控中心指挥。

      GM and senior administrators should stay in fire control center in the whole evacuation progress 4 4..紧急疏散注意事项紧急疏散注意事项 Emergency evacuation notesEmergency evacuation notes (1) 前厅部经理负责携带住店客人客房分配表至集合地点 FO manager is responsible to carry guestroom distribution list to evacuation area. (2) 各部门主管负责携带本部门员工名单撤离至集合地点 Supervisors to carry employee list to evacuation area. (3) 财务总监和副总监要保护好重要文件,将其放置于安全地点或带离现场 FC and AFC are responsible to protect important files and put them in safe place or take them away from the scene. (4) 在时间允许的情况下,收银员需从收银箱中取走所有现金,并亲手交给集合点的高级财务人员;如不行,则将收银箱锁好。

      If time permits, casher should take all the cash from the cash box, and hand in to senior financial personnel. Otherwise, lock the cash box. (5) 从发出疏散令至火警警报解除的过程中,任何无关人员不得进入酒店和疏散集合地 From the beginning of evacuation to release of fire-alarm, any irrelevant personnel are not allowed to entry hotel and evacuation area. (6) 火警疏散时应关闭所有门窗 雅高集团-酒店突发事件应急处理 23 Close all windows and doors in fire evacuation. (7) 发生爆炸和出现煤气泄露的现象时,应打开所有门窗 Open all doors and windows when explosion or gas leak occurs. (8) 疏散时,应尽可能使用湿毛巾捂住口鼻。

      If possible, use wet towel to cover mouth and nose in evacuation. 附:紧急疏散广播词附:紧急疏散广播词 Enclosed Emergency evacuation broadcastEnclosed Emergency evacuation broadcast 早安/午安/晚安女士门,先生们:我们酒店现在出现紧急情况,请各位通过最近的消防安全通道,立即离开酒店,并到酒店大楼正门停车场集合或根据起火地点及火势而指定的一个地区请各位保持镇静,不要惊慌,请不要使用客梯 (以上内容需用中、英文交替重复播放数次) Good morning/noon/evening, ladies and gentlemen: An emergency occurs in our hotel. Please leave the hotel through the nearest fire-exit immediately and gathers in the park in front of the hotel or the appointed place based on the fire-scene. Please keep calm. Don’t use elevators. (Above contents should be repeated in both Chinese and English several times) 八、八、临时灭火指挥部临时灭火指挥部 ProvisionalProvisional fire command centerfire command center 临时灭火指挥部是当酒店发生火灾时成立的临时性的最高指挥机构,由酒店总经理及各部门经理组成,指挥部设于消防监控中心,其主要职责是: Provisional fire command center is temporary leading command organization if a fire occurs, composed by GM and other managers, and located in fire-control center. Its major responsibilities are as follows: 1. 决定报警级次。

      Decide fire-alarm degree. 2. 迅速制定灭火方案 雅高集团-酒店突发事件应急处理 24 Make a fire-extinguishing proposal immediately. 3. 组织力量疏散客人及重要的财务文件 Organize staff to evacuate guests and key financial documents. 4. 指定境界范围,配合公安消防部门的灭火工作 Identify bounds of fire scene and assist security public with fire work. 5. 指派各部门救人及灭火的任务 Arrange departments’ rescue and fire task. 6. 安排灭火后的善后工作 Arrange handling work after fire. 7. 其他重大决策 Other important issues.  火灾扑灭后,该机构即行撤消 After fire, this organization will be cancelled itself. 九、九、检查整改制度检查整改制度 Inspection and rectification system.Inspection and rectification system. (一)专职人员例行检查制度(一)专职人员例行检查制度 FullFull- -time staff's customary inspection systemtime staff's customary inspection system 1. 保安部巡逻人员每月例行检查酒店各处是否存在火灾隐患。

      Patrolman of Security Office should check if there is hidden fire danger in hotel every month. 2. 每班巡逻人员要严格检查沿线的消防器材是否齐全、完好,位置是否摆放正确 Patrolmen are supposed to check strictly fire-fighting appliances along the way whether they are complete and intact, whether set correctly. 3. 及时向部门主管汇报在巡逻中发现的有关消防问题 Report to department supervisor about fire-fighting problems found 雅高集团-酒店突发事件应急处理 25 in patrol in time. 4. 做好巡逻记录 Make patrol log. 5. 保安部定期派有经验的人员进行专职消防巡逻,检查灭火设备,杜绝火灾隐患 SO assign experienced staff to do full fire-prevention patrol, check fire appliances, to prevent hidden fire danger. 6. 保安部必须定期巡检酒店各处的消防设备是否完好。

      SO must check periodically fire-prevention appliances to see whether they are intact. 7. 保安部要定期对酒店的消防设备进行保养和维修 SO is to maintain and renovate fire-prevention appliances periodically. 8. 按规定对有关消防设备进行启动实验,以确保该设备始终处于警备状态 According to regulation, activate relevant fire-prevention facilities to make sure they are in alertness. 9. 对消防设备的检查、保养和维修,应作好记录 Make records of check and maintenance of fire-prevention facilities. (二)(二) 检查督促有关部门火险隐患整改程序检查督促有关部门火险隐患整改程序 Check and supervise relevant departments eliminate fire potentialCheck and supervise relevant departments eliminate fire potential 1. 检查监督部门要认真作好检查记录。

      Departments in charge of checking and supervising to make records carefully. 2. 及时向酒店防火委员会汇报检查情况 Report to Hotel Fire-prevention community timely. 3. 将检查记录及时抄报有关部门 Copy check records to concerned departments. 4. 向防火委员会提出整改建议 Give improvement suggestions to fire-prevention community. 雅高集团-酒店突发事件应急处理 26 5. 当防火委员会做出某些针对有关部门整改决定时,应协助督促其进行整改 When fire protection community makes improvement decisions to related departments, assist them with improvement. 6. 对有关部门整改后的情况做出检查鉴定,并向防火委员会报告 Make evaluations to improved conditions and report to fire-prevention community. 7. 当公安消防部门发出重大火险隐患通知书时, 保安部门应立即向防火委员会报告,由防火委员会责成有关部门进行整改,保安部督促整改措施的落实,并负责向防火委员会和公安消防部门报告情况。

      When public security fire-protection department sends out major fire potential notice, should SO inform fire-prevention community, who will urge relevant departments to carry out rectification, SO to supervise the implantation of improvement measures, and responsible to report to fire-prevention community and public security fire-prevention department. 十、十、酒店防火责任人酒店防火责任人 Hotel fireHotel fire- -prevention charge personprevention charge person 1. 酒店防火责任人为酒店总经理 Hotel fire-prevention charge person is GM. 2. 全面负责酒店的防火安全工作, 贯彻执行«中华人民共和国消防条例»和其他有关消防法规。

      Fully in charge of fire-prevention security work, implement Fire control regulations of the People's Republic of China and other relevant fire-protection regulations. 3. 组织实施逐级防火责任制和岗位防火责任制 Organize implementation of post fire-prevention responsibility and system that each grade is responsible for certain responsibilities. 4. 建立健全防火制度和安全操作规程 雅高集团-酒店突发事件应急处理 27 Establish and perfect fire-prevention system and safety operation procedures. 5. 组织部署、检查、总结消防工作,并定期向当地公安消防部门报告有关消防工作情况 Arrange, check and sum up fire – prevention work, report fire-prevention work to local public security fire-protection regularly. 6. 组织防火检查,清除火险隐患,改善消防条件,完善消防设施。

      Organize fire-prevention check and clear fire potential; improve fire-prevention condition, perfect fire-prevention facilities. 7. 对员工进行消防安全知识教育,组织消防业务技术演练 Train staff with fire-prevention security knowledge and organize fire-prevention drill. 8. 组织领导专职消防队开展消防工作 Organize and lead full-time fire-team 9. 组织管理和维修消防设施、器材、制定紧急状态下的疏散方案 Manage and maintain fire facilities, make evacuation proposals under emergency condition. 10. 组织制定灭火方案,带领员工扑救火灾,保护火灾现场 Organize make fire-fighting proposal, lead staff to put off fire and preserve fire scene. 十一、十一、部门防火责任人部门防火责任人 Department fire charge personDepartment fire charge person 1. 部门防火责任人为部门指定的人员。

      Departmental fire charge person is appointed individual. 2. 组织实施部门防火责任制 Organize implementation of department ’ s fire-prevention responsibility system. 3. 组织各部门员工进行消防宣传教育 雅高集团-酒店突发事件应急处理 28 Organize department staff to do fire-protection propaganda. 4. 组织本部门防火检查、消除火险隐患 Organize fire-prevention check to prevent fire potential. 5. 组织本部门员工参加火灾扑救,保护火灾现场,追查火警事故,协助调查火灾原因 Organize employees to take part in fire-fighting, preserve fire scene and assist to investigate fire accident. 十二、十二、各部门防火责各部门防火责任制任制 Departmental fireDepartmental fire- -prevention responsibility system.prevention responsibility system. (一)(一) 保安部保安部 Security OfficeSecurity Office 1. 防火责任人为保安部经理。

      Fire-prevention charge person is SO manager. 2. 定期检查酒店的消防设施及各部门的防火安全工作执行情况 Check regularly hotel fire-prevention facilities and departments’ implementation of fire-prevention security work. 3. 经常检查酒店的消防设备是否完好,放置是否妥当 Check frequently whether hotel fire-protection facilities are intact, put in proper place. 4. 经常对酒店员工进行消防培训和组织专职消防队的训练 Give hotel staff fire-protection drills and organize full-time fire team’s drill. 5. 监督酒店区域内的明火作业和危险品的使用和堆放 Supervise fire operation in hotel, usage and setting of hazardous articles. 6. 做好消防宣传和消防档案工作。

      Make fire-protection propaganda and file work. (二)(二) 工程部工程部 Engineer DepartmentEngineer Department 雅高集团-酒店突发事件应急处理 29 1. 防火责任人为总工程师 Fire-prevention charge person is chief engineer. 2. 定期检查本部门各项防火安全制度是否落实 Check regularly whether fire-prevention security system is carried out. 3. 定期督促保安部对酒店的消防设备进行维修和保养 Supervise and urge SO to maintain hotel fire-prevention facilities. 4. 在本部门的重点部位(锅炉房、发电机房、油库、管道房、泵房等)做好如下工作: (1) 重点部位由专人负责 (2) 重点部位应备有应急方案,并悬挂于醒目处 (3) 无关人员一律不准进入重点部位,如因工作需要进入的,则必须办理登记手续 (4) 重点部位应配备足够的灭火设备,保持良好的通风状态,防止易燃物品自燃。

      (5) 重点部位必须严禁吸烟,物品堆放须有严格规定 At major sites (boiler room, generator room, oil storage, pipe room, pump room, etc) Ensure work below is done: (1) Special individual in charge of major sites. (2) There should be emergency proposal hung in striking place. (3) Irrelevant personals can’t go into major points. If required by work, they must register. (4) Equip major points with sufficient fire facilities; keep good ventilation to prevent inflammables burning themselves. (三)(三) 财务部财务部 Financial departmentFinancial department 1. 财务部防火责任人为财务总监。

      Fire-prevention charge person in financial department is FC. 2. 定期检查本部门防火安全各项制度是否落实 Check the implantation of fire-prevention security system regularly. 雅高集团-酒店突发事件应急处理 30 3. 财务部所辖各部门应备有应急方案 There should be emergency procedure in departments subordinate to financial department. 4. 财务部门必须配有足够的灭火器材,并保证完好可用 Financial department must be equipped with sufficient fire facilities which should be guaranteed to be in good condition. 5. 纸张等易燃物品应存放于安全地点 Inflammables such as paper etc should be stored in safe place. 6. 仓库内严禁吸烟,严禁火种入库,动用明火必须报有关部门审批同意。

      No smoking and no sparkle in storage. Fire operation must premise to be approved by corresponding departments. 7. 货物须按类存储,必须符合防火规范 Cargos should be stored by catalogue complying with fire-prevention norm. 8. 电脑房内严禁存放易燃、易爆物品,禁止使用电炉 No inflammables and explosives in EDP room. Electrical oven is forbidden. 9. 电脑房应有消除静电的措施 There should be measures to eliminate static electricity. 10. 应经常对本部门员工进行防火安全教育 Give fire-prevention safety education to staff frequently. (四)(四) 管家部管家部 Housekeeper DepartmentHousekeeper Department 1. 管家部防火责任人为行政管家。

      Fire charge person in Housekeeper Department is Executive Housekeeper. 2. 定期检查本部门防火安全措施的落实情况 Check regularly the implementation of fire-prevention security measures 3. 管家部服务员应主动热情地向客人宣传防火安全知识 雅高集团-酒店突发事件应急处理 31 Housekeepers should propaganda fire-prevention security knowledge enthusiastically on their initiative. 4. 服务员在服务过程中应及时处理烟头、火柴梗、废旧报纸,随时注意熄灭火种,杜绝火灾隐患 In the service, housekeepers should get rid of cigar butt, match stem, waste paper timely. Be ready to extinguish fire seed at any time to eliminate fire potential. 5. 一旦发现客房内有任何易燃物品,服务员应立即报告保安部、大堂副理和管家部主管。

      Finding any inflammables in guestroom, housekeeper should inform SO, AM and supervisor of Housekeeper department. 6. 服务员对客房配置电器和客人使用电器,应按规定制度办理 Waiters should get rid of electrical appliances in guestroom and guests are using according to regulations. 7. 服务员发现客人有衣物挂于灶具上时应立即取下,并移至安全的地方 Upon finding clothes on cooks, waiters should remove them to safe places. 8. 布草房内严禁吸烟 No smoking in linen room. 9. 布草房在下班前应关闭缝纫机、电熨斗等工具的电源,当值领班要对整个布草房进行一次安全检查 Switch off power supply for sew machine, iron etc. Duty captain should make a safety check to the whole linen room. 10. 管家部各部门应备有应急方案。

      There should be emergency procedures in housekeeper department. 11. 应经常对本部门员工进行防火安全教育 Educate staff with fire-prevention security knowledge. 12. 洗衣房的布草在冷却前不可堆积起来 Linen in laundry can’t be piled up before cooling down. 雅高集团-酒店突发事件应急处理 32 (五)(五) 餐饮部餐饮部 F&B departmentF&B department 1. 餐饮部防火责任人为餐饮部总监/经理 Fire-protection charge person is F&B controller/manager. 2. 定期检查本部门防火安全措施的落实情况 Check regularly the implantation of fire-security measures. 3. 餐饮部厨房应配备足够的灭火器材 Kitchen should be equipped with sufficient fire appliances. 4. 要特别注意高温用厨的防火安全,制定必要的规章制度。

      Pay attention to high temperature cooking security and make essential regulations. 5. 下班前必须关闭煤气开关,领班要作最后检查 Switch off gas after work. Captain to make final check. 6. 应经常对本部门的员工进行防火安全教育 Educate staff with fire-prevention safety knowledge. (六)(六) 前厅部前厅部 FO departmentFO department 1. 前厅部防火责任人为前厅部经理 FO fire charge person is FO manager. 2. 定期检查本部门防火安全措施的落实情况 Inspect implantation of fire-prevention measures. 3. 对客人应做好防火安全的宣传工作 Make fire security propaganda work to guests. 4. 防止客人把易燃易爆物品带入酒店 Prevent guests bring inflammables and explosives into hotel. 5. 酒店车辆必须配备灭火器,并保证其处于完好状态。

      Vehicles must be equipped with fire-extinguishers which should be ensured in good condition. 6. 严禁将火种带入行李房、总机房 Fire seed is forbidden in luggage room, main machine room. 7. 应经常对本部门的员工进行防火安全教育 雅高集团-酒店突发事件应急处理 33 Educate staff with fire-prevention security knowledge. 十三、十三、各部门防火操作程序各部门防火操作程序 Departmental fireDepartmental fire- -prevention operation proceduresprevention operation procedures 目的:做好酒店的消防安全工作,必须“以防为主” 不仅要靠酒店高级行政人员的重视和保安、工程等重点部门员工的努力;还要依靠各部门主管的重视和所有员工的参与,只有将防火职责落实到各部门及各岗位员工,防火工作才有保障。

      本操作程序就是本着这一指导思想和公安部队关于“谁主管谁负责”的原则拟定的 Object: To do fire-protection security work well, prevention work must be highlighted. One can’t only rely on senior administrators’ attention and major departments’ effort but also supervisor of each department and all staff’s involvement. Only when every department, every employee is responsible for certain fire-prevention work, the fire-prevention work can be secured. This operation procedure is based on this guideline and public security’s “whoever in charge is responsible” principle. (一)(一)财务财务 Financial DepartmentFinancial Department 1 1..会计室防火操作程序会计室防火操作程序 Cashier room fireCashier room fire- -prevention operation procedureprevention operation procedure 1) 会计室必须配备足够的灭火器材,并保证其处于完好状态。

      Accounting room must equipped with sufficient fire facilities, and ensure they are intact. 2) 员工按操作程序使用设备,如发现火情,应立即关机断电 Staff use facilities according to operation procedures. If a fire is found, the switch should be cut off immediately. 3) 电气设备的运用,不得超过线路的安全负荷发现故障应立即切断电源,通知有关部门马上修理 The operation of electrical facilities should not go beyond the 雅高集团-酒店突发事件应急处理 34 circuit safety level. If a breakdown occurs, power supply should be cut off immediately, inform concerned department for repair. 4) 严禁带入火种,易燃物品应分开存放于安全地点。

      Sparkle is forbidden to be carried into accounting room. Inflammables should be stored separately in safe place. 5) 员工应接受消防安全培训,具备防火、灭火的基本常识 Staff should receive fire-protection security training, possessing basic fire-prevention and fire-extinguishing knowledge. 6) 保持通道畅通, 不得堆放杂物 下班离开办公室时, 应将所有的电源切断 Keep passage not obstructed by sundries. Before leaving the office, cut off all power supply. 2 2..会计室火警应急措施会计室火警应急措施 Cashier room fireCashier room fire- -alarm emergency measuresalarm emergency measures 1) 保持镇静,不要惊慌失措。

      Keep calm 2) 按照报警程序,立即通知总机 According to alarm procedures, inform the host operator. 3) 如果火势不大,在安全的情况下,利用室内的手提灭火器尽力将火扑灭 If fire can be controlled, under safe conditions, put off fire with portable fire-extinguishers in house. 4) 如果火势不可控制,应立即切断所有电源,关闭房门,疏散人员(按疏散程序) ,转移贵重财物和资料至安全地带,等候消防队的到来 If fire can’t be controlled, cut off all power supply. Shut off doors; evacuate staff (according to evacuation procedures), transfer valuable stuff and material to safe place, awaiting fire team. 3 3..仓库防火操作程序仓库防火操作程序 Store fireStore fire- -prevention operation proceduresprevention operation procedures 雅高集团-酒店突发事件应急处理 35 1) 仓库内严禁火种入库,动用明火必须报有关部门审批同意。

      Sparkle can’t be carried into store. Flame operation must be approved by relevant departments. 2) 仓库必须限额存放、易燃易爆危险品必须设专门仓库存放,并落实“五双制度” (双人保管、双把钥匙、双本帐、双人发货、双人领用) There should be quantity limitation for storage. Set up special storage for inflammables and explosives. Execute “five doubles system” (double keepers, double keys, double account books, double distributors, double users) 3) 仓库照明必须符合防火规范,严禁使用碘钨灯照明 Store illumination must conform with fire-prevention regulations. Iodin tungsten lighting should be forbidden. 4) 仓库内严禁使用电暖器、电炉等电器设备。

      Electrical heater, stove etc electrical equipments are not allowed to use. 5) 仓库内的电器设备运用不得超过线路的安全负荷 Electrical facilities operation cannot overpass the circuit safety level. 6) 发现电气设备线路出现故障,应立即停止使用,通知工程部马上修理 If a breakdown is found, stop the operation and inform engineer department for repair. 7) 仓库电源应设总闸,下班后仓库内的所有电源必须切断,禁止任何物品堵塞安全通道 Establish main switch for power supply. Cut all electricity after work. Safety passage should not be blocked. 8) 仓库内必须配备足够的灭火器材,保证其处于完好状态 The warehouse should be equipped with sufficient fire facilities, and ensure they are intact. 9) 仓库工作人员都应接受消防安全培训,并具备防火、灭火基本常识。

      Workman should receive fire-protection safety training to have basic 雅高集团-酒店突发事件应急处理 36 fire-prevention, fire-extinguishing knowledge. 4 4..仓库火警应急措施仓库火警应急措施 FireFire- -alarm alarm emergency measures for storeemergency measures for store 1) 保持镇静,不要惊慌失措 Keep calm. 2) 按报警程序,立即通知总机 Inform host operator according to alarm procedures. 3) 如果火警程度轻微,在安全的情况下,利用仓库内的手提灭火器尽力将火扑灭 If fire can be controlled, under safe conditions, use portable fire-extinguisher in the warehouse to put off the fire. 4) 如果火势不能控制,立即切断仓库所有电源,关闭库门。

      疏散人员至安全地带,等候公安消防队到达 If fire cannot be controlled, cut off all power supply in warehouse. Close doors. Evacuate staff to safe place awaiting public security fire fighter team. 5 5.. 电脑房防火操作程序电脑房防火操作程序 Computer room fireComputer room fire- -prevention operation proceduresprevention operation procedures 1) 电脑房必须配备足够的灭火设备和器材,并保证其处于完好状态 Equip with sufficient fire facilities which should be ensured in good condition. 2) 电脑房内严禁存放易燃、易爆物品,擦拭机器应用不易燃的洗涤剂,禁止使用易燃液体 Inflammables and explosives can’t be stored in computer room. Wipe machines with non-inflammable detergent. Inflammable liquid is strictly forbidden. 3) 电脑房内不得任意安装临时灯、临时电线或拖线板。

      禁止使用电炉或烘干装置 雅高集团-酒店突发事件应急处理 37 One can’t establish temporary lamp, wire or wire board arbitrarily. Electrical stove and drying appliances are forbidden. 4) 使用电烙铁必须放置在不易燃的支架上,用后切断电源 Electrical iron should be put in non-inflammable stand. Cut power supply when it is free. 5) 动用明火必须报有关部门审批同意 Fire operation must be approved by relevant departments. 6) 员工应按操作规程使用设备,如发现火情,应立即关机断电 Staff should handle facilities according to operation procedures. If a fire is found, electricity should be switched off. 7) 员工应接受防火培训,具备防火、灭火的基本常识。

      Staff should receive fire-prevention drill to have basic fire-prevention and fire-extinguishing knowledge. 6 6..电脑房火警应急措施电脑房火警应急措施 Computer room fireComputer room fire- -alarm emergency measuresalarm emergency measures 1) 保持镇定,不要惊慌失措 Keep calm. 2) 发现火警,按报警程序立即通知总机 In case of a fire alarm, inform host operator according to alarm procedures. 3) 如果火警程度轻微,在安全的情况下,利用房内的手提灭火器尽力将火扑灭 If fire can be controlled, under safe conditions, take use of portable fire-extinguisher to put off the fire. 4) 如果火势不能控制,立即关掉主机和一切电器用具、设备开关。

      If fire cannot be controlled, switch off main machine and all electrical facilities. 5) 人员疏散时,将贵重物品和重要资料移至安全地带 Transfer valuable articles and important files to safe place in 雅高集团-酒店突发事件应急处理 38 evacuation. 7 7..电脑房范围以外发生火灾电脑房范围以外发生火灾 Fire beyond EDP roomFire beyond EDP room 1) 得到报警系统报警时,应立即与总机联系,询问火警的情况 Getting alarm from alarm system, contact host operator, inquire about fire alarm. 2) 如果确系发生火警,无论程度大小,必须立即做出以下反应: A.马上在主机操作台上输入适当的指令,停止主机工作 B.关掉一切电器用具开关,并关闭房门。

      C.按火警疏散程序疏散人员,转移贵重物品和资料至安全地带 In case of a confirmed fire-alarm, react as follows whatever degree it is. A. Input right commanders on main machine operator and stop the main machine. B. Switch all electrical appliances and close doors. C. Evacuate staff according to fire-alarm procedures, transfer valuable articles and materials to safe place. (二)(二)工程部工程部 Engineer departmentEngineer department 1 1..锅炉房防火操作程序锅炉房防火操作程序 FireFire- -prevention operation procedures for boiler roomprevention operation procedures for boiler room 1) 锅炉房内的防火安全工作由锅炉房领班负责,各锅炉操作工均为锅炉房义务消防员。

      Fire-prevention work in boiler room is in the charge of captain of boiler room. Each boiler operator is obligation fireman. 2) 锅炉房内严禁吸烟,未经总工许可不得在锅炉房内进行明火作业 No smoking in boiler room. No fire operation is allowed unless chief engineer’s permission. 雅高集团-酒店突发事件应急处理 39 3) 锅炉操作工必须持有锅炉操作证始得上岗,操作时需严格遵守操作规程,严禁违章操作 Boiler operator must premise to have boiler operation permission before they start their work. Stick to operation procedures in operation. 4) 锅炉运行期间,锅炉房内至少保持 1 人以上值班 In boiler operation, keep at least one personnel on duty in boiler room. 5) 非工作人员不得进入锅炉房内, 如因工作需要进入锅炉房, 必须事先登记。

      Non-workman can’t go into boiler room. If required by work, they should premise to register. 6) 锅炉应保持整洁,锅炉周围不得有大片油迹 Keep boiler clean. Large oil stain can’t be found around boiler. 7) 锅炉房领班每天巡视锅炉房内消防器材是否完整无损,对温感、泡沫系统及手提式灭火器应作定期检查和记录 Supervisor should patrol and check whether fire facilities are intact. Check temperature detector, foam system and portable fire-extinguisher and make records regularly. 8) 锅炉房内所有电器设备每月至少进行一次电工绝缘测量,对绝缘不合格的设备应采取相应的措施 Carry on electrician's insulating measure once at least every month to all electrical facilities in boiler room, and take corresponding measures to unqualified insulating equipment. 2 2..锅炉房火警应急措施锅炉房火警应急措施 Fire alarm emergency measures for bFire alarm emergency measures for boiler roomoiler room 1) 保持镇静,不要惊慌失措。

      Keep calm, don't be in panic. 2) 按报警程序,立即通知总机 According to the alarm procedure, notify the host operator 雅高集团-酒店突发事件应急处理 40 immediately. 3) 使用手提灭火器扑灭初起火势 Use portable fire extinguishers to put out initial fire. 4) 如果火势无法遏制,则应切断燃油泵供油,停止锅炉运行,打开锅炉安全阀放气,并停止锅炉通风 If fire can’t be controlled, cut off fuel pump, stop boiler operation and turn on the safety valve to release air in the boiler, stop the ventilation. 5) 关闭锅炉控制电源,锅炉操作人员应关闭所有门窗,迅速撤离锅炉房 Shut off power supply, the boiler operator should close all doors and windows, and withdraw from the boiler room rapidly. 3 3..油库防火操作程序油库防火操作程序 Fire prevention operation procedures in oil warehouseFire prevention operation procedures in oil warehouse 1) 油库防火工作由锅炉房领班负责。

      Fire-prevention work of oil storehouse is in the charge of the captain of boiler room. 2) 油库区域周围应设有栅栏, 防止闲人进入, 区域内应有明显标志, 标明 “油库重地,严禁火种” Fences should be set up around oil warehouse to stop irrelevant personals. There should be striking sign marking “No sparkle in oil warehouse.” 3) 油库入口应加盖、加锁,油库内油泵、油管及接头应注意防止漏油 Entrance of oil warehouse should be capped and locked. Pay attention that oil pump, pipe oil point don’t leak. 4) 保持油库内清洁,地面不得有大片油污 Keep the oil warehouse clean. Large oil stain should not be found. 5) 每月定期安排电工对油泵电机及控制线路进行绝缘检查和接地检查。

      油库通风设备应保持良好状态 Ask electricians to make insulation check and ground check to oil 雅高集团-酒店突发事件应急处理 41 pump machine and controlling circuit. Keep the ventilation equipment in good condition. 6) 锅炉房领班应定期检查油库消防器材,并做好记录 Captain of boiler room should make regular checks to fire-protection facilities and make records. 7) 无关人员不得进入油库,确因工作需要进出的,必须登记进入油库者不得携带火种,严禁在油库周围吸烟 Irrelevant individuals are not allowed into oil warehouse. If are required by work, they must register. Sparkle can’t be carried into warehouse. Smoking is forbidden around the oil warehouse. 8) 进入油库后,不能使用铁器工具进行敲作业,以防产生火星引起火灾。

      In the oil warehouse, knocking operation of iron tools is forbidden to avoid fire accident caused by sparkle. 9) 油库装卸油时,一定要派专人在旁值勤看守,不得离开现场 When oil is loaded or unloaded, assign special personnel to guard who can’t be away from the scene from the beginning to end. 4.4. 油库火警应急措施油库火警应急措施 Oil warehouse fireOil warehouse fire- -alarm emergency measuresalarm emergency measures 1) 保持镇静,不要惊慌失措 Keep calm. 2) 按报警程序,立即通知总机 Notify host operator according to alarm procedures. 3) 如油库正逢输油,应立即停止加油,保护加油车疏散至安全地点,并设法关闭油考克、阀门。

      While piping oil, stop the transportation. Protect oil car evacuate to safe place, and try to close 油考克 and valve. 4) 在扑救油库火灾中应使用二氧化碳灭火机、干粉、泡沫及黄沙切记不能用水来灭火 Use CO2 fire-extinguisher, dry powder, foam and yellow sand. Do 雅高集团-酒店突发事件应急处理 42 remember not to put off fire with water. 5) 灭火人员要采取易退的方式进行灭火,防止油库受热爆炸,参加灭火的人员不宜太密集,要分散一些,以便及时撤离至安全地区 Fireman should fight with fire in a way that they can easily withdraw in case of an explosion. Personals involved should not be too intensified in order to evacuate to safe place timely. 5 5..配电室防火操作程序配电室防火操作程序 FireFire- -prevention operation procedures for power distributionprevention operation procedures for power distribution 1) 配电室防火工作由高压电工领班负责。

      Fire-prevention work in power distribution room is in the charge of high voltage electrician captain. 2) 值班电工必须持有有效操作证,必须严格按照安全操作规程操作,在工作时必须经常巡视检查各种电器仪表和设备 Duty electrician must have valid operation certificate, operate by safety operation regulations and make a patrol checking all electrical meter and equipments. 3) 配电室内严禁吸烟,不得在配电室堆放易燃物品,未经总经理批准,不得在配电室进行明火操作 No smoking in power distribution room. Don’t pile inflammables in power distribution room. Without GM’s approval, fire operation is forbidden in power distribution room. 4) 无关人员不得进入配电室,确因工作需要进出的,必须进行登记。

      Irrelevant staff can not come into power distribution room. If required by work, they must premise to register. 5) 领班应配合值班工程师定期对配电室消防器材进行检查,使其处于良好状态,并做好记录 Captain should assist duty engineer with fire appliances checks in power distribution room, ensure they are in good condition and make records. 雅高集团-酒店突发事件应急处理 43 6 6.. 配电室火警应急措施配电室火警应急措施 Power distribution firePower distribution fire- -alarm emergency measures.alarm emergency measures. 1) 保持镇静,不要惊慌失措 Keep calm. 2) 按报警程序,立即通知总机 According to alarm procedures, notify host operator immediately. 3) 切断着火部位电源,使用周围灭火器材进行扑救。

      Cut burning parts’ power, use fire appliance in vicinity to put off fire. 4) 如果火势不能控制,应切断全部电源,所有工作人员迅速撤离配电室,并关闭门窗 If a fire can’t be controlled, cut off all power supply. All work staff should evacuate from power distribution room and close all doors, windows. 7 7..工程部仓库防火程序工程部仓库防火程序 Engineer department fireEngineer department fire- -prevention procedures for warehouseprevention procedures for warehouse. 1) 仓库防火工作由仓库管理员负责 Warehouse keeper is responsible for fire-prevention work in warehouse. 2) 仓库严禁火种入内,未经总工批准,不得动用明火作业。

      Fire seed can’t come into warehouse. Without chief engineer’s approval, fire operation is forbidden. 3) 易燃、易爆化学危险品,不得存放仓库,应放置于危险品仓库 Chemical inflammables and explosives can’t be stored in warehouse. They should be put in hazardous article warehouse. 4) 仓库应配备灭火器材,并定期检查,做好记录,使之处于完好状态 Fire appliances should be equipped in warehouse, be checked regularly and logged Make sure they are intact. 雅高集团-酒店突发事件应急处理 44 5) 无关人员未经许可一律不得进入仓库,仓库保管员离开仓库时,必须锁好库门 Without approval, no irrelevant staff can come into warehouse. Warehouse keeper must lock the door before leaving warehouse. 6) 仓库堆放物品高度离开照明灯具应大于 50cm,必须保持仓库内通风良好。

      Articles piled in warehouse should be more than 50cm away from lighting instruments and ventilation must be kept in warehouse. 8 8.仓库火警应急措施.仓库火警应急措施 Warehouse fireWarehouse fire- -alarm emergency measuresalarm emergency measures 1) 保持镇静,不要惊慌失措 Keep calm, avoid panic. 2) 按报警程序,立即通知总机 Notify host operator immediately according to alarm procedures. 3) 如果是电气火灾,则应迅速切断电源 In case of an electrical fire, cut off power supply immediately. 4) 使用周围灭火器材进行扑救 Put off fire with fire appliances in vicinity. 5) 如果火势不能控制, 应尽可能移开周围易燃物品, 等待救火人员前来扑救。

      If a fire can’t be controlled, remove inflammables in vicinity as much as possible, awaiting fireman. (三)(三) 客房部客房部 Guest room departmentGuest room department 1 1.. 客房楼层防火操作程序客房楼层防火操作程序 FireFire- -prevention operation procedures for guestroomsprevention operation procedures for guestrooms 1) 每个楼层的领班为该楼层的防火负责人,由其负责督促客房服务员遵守执行各项防火措施 Captain of every floor is fire-prevention charge person who supervises stewards to follow fire-prevention measures. 2) 客房服务员应向客人宣传«饭店客人消防安全须知», 阻止客人违反«须知 雅高集团-酒店突发事件应急处理 45 »的行为。

      对劝阻无效的客人,服务员应及时报告保安部、大堂副理及客房部主管 Stewards to propagate “Hotel guests fire safety manual” , stop guests’ behavior against manual. To unreasonable guests, stewards should inform SO, AM and Housekeeper department captain. 3) 客房服务员应利用整理客房和其他服务的时间,及时处理烟头、火柴梗、废 报纸,随时注意熄灭火种,减少火灾隐患 Waiters should utilize the chance of cleaning guestroom and other services to get rid of cigar butt, match stem, waste paper. Be ready to extinguish fire seed to reduce fire potential. 4) 服务员发现客房内有任何易燃物品、化学危险品或可燃性气体,应立即报告保安部、大堂副理和客房部主管。

      If any inflammables, chemical hazardous articles or ignitability gas are perceived, stewards should report to SO, AM and guestroom captain immediately. 5) 服务员对客房配置的电器和客人使用的电器,应按制度规定办理一旦发现电器短路、打火、漏电或超负荷等,应立即关闭开关,并马上通知工程部及时维修 Stewards should handle electrical appliances equipped in guestroom and used by guests according to regulations. Once a short circuiting, electrical sparkle, electricity leaking or overloading etc, is found, turn off switch and notify ED for immediate maintenance. 6) 客房内严禁煮食和使用复印机、机、打字机及其他电热器具,确因工作需要或其他特殊原因需在客房内安装复印机、机、打字机等,必须经保安部批准同意后方能使用。

      Cooking and use of copyist, fax machine, typist and other electric appliances are strictly forbidden. If required by work or other special reasons, the installation must be approved by SO. 7) 服务员发现晾于台灯、床头灯等其他灯具上的衣物,应立即取下并移至卫生 间里 雅高集团-酒店突发事件应急处理 46 If stewards find clothes hung on reading lamp, bed lamp etc, should they remove them to bathroom. 8) 服务员应熟知本人服务范围内消防设备的位置和正确使用方法 Stewards should be familiarized with fire appliances location and proper usages within his service area. 9) 服务员应熟知客房楼层的所有消防安全信道,并保持安全信道畅通无阻。

      Stewards should be familiarized with all fire escapes in guestroom floors and keep fire escape unblocked. 10) 服务员应保持工作间和仓库的整洁干净 Stewards should keep workshop and warehouse clean. 11) 严禁服务员在客房楼层的走廊、楼梯工作室、仓库内吸烟 Forbid stewards smoking in corridors, workshop and warehouse. 2 2.. 客房楼层火警应急措施客房楼层火警应急措施 Guestroom fireGuestroom fire- -alarm emergency measuresalarm emergency measures 1) 保持镇静,不要惊慌失措 Keep calm. 2) 按报警程序,立即通知总机 According to alarm procedures, notify host operator. 3) 服务员应立即使用附近的灭火器材,尽力将火扑灭。

      Waiters should try to put off fire with nearest fire appliances. 4) 值班的楼层主管在得到火警消息后,应立即赶到火灾现场与楼层服务员一起疏散客人,保证客人的安全 On receiving fire alarm message, duty floor captain should hurriedly go to fire site and evacuate guests with floor waiters to guarantee guests’ safety. 5) 其他客房楼层的服务员领班,在听到火警报警后,应守候在岗位上等待命令,按照总机下达的管理当局行政人员的指示采取相应行动 Other waiter captains should wait on their post, based on the indication from administrators, make concerned action. 雅高集团-酒店突发事件应急处理 47 6) 当接到撤离指示后,楼层的服务员应立即引导所有的客人从安全通道疏散。

      Receiving evacuation orders, floor waiters should lead all guests evacuate from fire escapes. 7) 在全部客人疏散后,服务员应迅速检查客房,确定是否还有其他客人留在房间内,在锁上全部房间后,离开现场 After evacuating all guests, waiters should check guestroom immediately to make sure if there are other guests in room. After locking all doors, leave the scene. 8) 值班的楼层主管要清点已撤离的客人人数,并与大堂副理核实 Duty floor captain to count evacuated guests and confirm with AM. 3 3.. 洗衣房防火操作程序洗衣房防火操作程序 Laundry fireLaundry fire- -prevention operation procedureprevention operation procedure 1) 洗衣房经理为洗衣房防火责任人, 督促餐厅服务员遵守执行各项防火指令。

      Laundry manager is laundry fire-prevention charge person who supervises restaurant waiters to comply with fire-prevention orders. 2) 洗衣房内严禁烟火,不得堆放废纸、杂物等易燃、易爆物品 No smoke in laundry. Waste paper, grocery etc inflammables and explosives can’t be put in laundry. 3) 经常检查洗衣房的机械设备,如发现机械设备存在的不安全隐患,应立即找人维修,及时排除故障 Regularly check mechanism equipment in laundry. If a potential danger is found, ask for maintenance and get rid of breakdown timely. 4) 洗衣房员工应熟知周围消防设施及器材的摆放位置, 并熟知正确的使用方法 Laundry staff should know fire appliance location very well and be 雅高集团-酒店突发事件应急处理 48 familiarized with proper usage. 5) 下班前,应检查机械设备的电源是否关闭,当值领班要对整个洗衣房及四周进行一次安全检查。

      Before leaving, check whether mechanism equipment is switched off. Duty captain should make a safety check for the whole laundry and around. 4 4.. 公共地区、洗衣房、布草房火警应急措施公共地区、洗衣房、布草房火警应急措施 Public area, laundry, linen room emergency measuresPublic area, laundry, linen room emergency measures 1) 保持镇静,不要惊慌失措 Keep calm. 2) 按报警程序,立即通知总机 Notify host operator according to alarm procedure. 3) 服务员应立即用附近的灭火器材,尽力将火扑灭 Waiters should use fire appliances in vicinity to put off fire. 4) 如果火势不能控制, 服务员应留在附近安全处, 等候消防人员来现场处理。

      If fire can’t be controlled, waiters should stay in nearby safe place awaiting fireman. 5) 接到撤离指令后应从最近的安全出口处撤离 Receiving evacuation orders, evacuate from nearest fire exit. (四)(四)餐饮部餐饮部 F&B departmentF&B department 1.1. 餐厅防火操作程序餐厅防火操作程序 Restaurant fireRestaurant fire- -prevention operation proceduresprevention operation procedures 1) 每个餐厅的经理为防火负责人,督促餐厅服务员遵守执行各项防火措施 Managers of each department is fire-prevention charge person, supervising stewards comply with all fire-prevention regulations. 2) 服务员在服务过程中应及时更换烟灰缸,随时注意熄灭火种以减少火灾 雅高集团-酒店突发事件应急处理 49 隐患。

      In the service, waiters should change ashtrays timely, extinguishing fire seed to reduce fire potential. 3) 服务员更换台布时要仔细检查是否有未熄灭的烟蒂夹进台布里 While changing the tablecloth, waiters to check carefully if there is a cigar butt folded in tablecloth. 4) 如果客人用餐上火锅时,需防止酒精泄漏 If a hotpot is served in meal, pay extra attention to alcohol leaking. 5) 服务员如发现餐厅内的电器有短路、打火、漏电及超负荷等现象,应立即关闭电源开关,并马上通知工程部进行维修 If a short circuiting, electrical sparkle, leaking and overloading, etc is found, switch off electricity, and inform engineer department for repair. 6) 服务员应熟知本人服务范围内的消防设施安放位置,并掌握正确的使用方法,定期进行消防安全培训。

      Waiters should be familiarized with the fire appliance location, master the proper usage, and be trained with fire-protection safety knowledge regularly. 7) 服务员应熟知餐厅周围的消防安全通道,并保持其畅通无阻 Waiters should be familiarized with fire escapes around the restaurant, and make sure they are always available. 8) 餐厅营业结束时,餐厅经理要进行一次防火检查,确保餐厅内所有的电器电源已关闭 At closing time, restaurant manager should make a fire check to make sure all power supply has been switched off. 2.2. 各厨房防火各厨房防火操作程序操作程序 Kitchen fireKitchen fire- -prevention operation proceduresprevention operation procedures 1) 各厨房总厨为防火责任人,督促厨房员工遵守执行各项防火措施。

      雅高集团-酒店突发事件应急处理 50 Kitchen chefs are fire-prevention charge persons who supervise kitchen staff to follow fire-prevention measures. 2) 厨房员工应接受消防安全培训,以便具备防火、灭火的基本知识 Kitchen staff should receive fire-protection training to possess basic fire-prevention and fire-fighting knowledge. 3) 厨房员工必须熟知厨房内配备的灭火器材,并掌握正确的使用方法 Kitchen staff must be familiarized with fire facilities equipped in kitchen and master how to use them. 4) 厨房在开油锅时,为防止溢漏泼出锅外,锅里油不能盛满,开油锅时,不能离开人 Oil in pan can’t be full to make sure it can’t splash out. Ensure there is someone guarding it when it’s open. 5) 厨房员工在平时工作中,应经常检查煤气管道及电器设备,发现有煤气泄漏、电器打火和漏电等现象,应及时通知工程部维修。

      In daily work, kitchen staff should check gas pipe and electrical appliances frequently. If a gas leak, electrical sparkle or electricity leaking is found, inform ED for maintenance. 6) 厨房员工下班前必须检查煤气阀及电器开关,确定已关闭所有开关后方能离去 Check gas valve and electrical switch before they leave their work. They can’t leave unless they make sure all switches have been turned off. 3.3. 火警应急程序火警应急程序 FireFire- -alarm emergency proceduresalarm emergency procedures 1) 保持镇静,不要惊慌失措 Keep calm. 2) 按报警程序,立即通知总机。

      According to alarm procedures, notify host operator. 3) 如果是油锅起火,立即用灭火毯或锅盖压住锅口,将火扑灭如果是电 雅高集团-酒店突发事件应急处理 51 器引起火灾,则用“1211”灭火器扑救 In case of fire caused by oil pan, cover pot with fire carpet or cap. Put out fire caused by electrical appliance using “1211” fire-extinguisher. 4) 如果火势不能控制,应立即切断电源,关闭煤气阀,所有厨房员工必须按照指挥部下达的命令,撤离现场 If the fire can’t be controlled, cut off power supply and close gas valve. All kitchen staff should follow command center’s order, evacuate from fire scene. 5) 在撤离前必须关闭厨房所有门窗,在附近安全处等待救火人员到来,向其说明起火原因及地点等情况。

      Close all doors and windows before evacuating, awaiting fireman in nearby safe place, furnishing fire cause and location, etc. (五)(五)前厅部前厅部 FO departmentFO department 1 1..前厅部防火操作程序前厅部防火操作程序 FO fireFO fire- -prevention operation proceduresprevention operation procedures 1) 当值的大堂副理为防火责任人, 督促前台服务员遵守执行各项防火措施 Duty AM is fire-prevention charge person, supervising FO waiters to follow fire-prevention procedures. 2) 服务员在接待客人的同时,应向客人宣传«饭店客人消防安全通知» While serving guests, propagate “Hotel guests’ fire-prevention safety manual”. 3) 服务员在接待过程中,如果发现客人携带易燃、易爆物品,应及时通知大堂副理和保安部领班妥善处理。

      In the service, if a guest is found with inflammables and explosives on them, inform AM and captain of SO to handle properly. 4) 服务员平时定期参加消防安全知识培训,熟知周围的消防设施,并掌握正确的使用方法 Waiters should receive fire safety knowledge training regularly, 雅高集团-酒店突发事件应急处理 52 be familiarized with fire appliances around and master proper usages. 5) 前厅部办公室人员在操作电器设备时,应按规定程序,如发现短路、漏电等现象,应立即关机,并通知有关部门维修 According to regulations, while operating electrical appliances, if an FO staff perceives a short circuiting, electricity leaking etc, notify relevant departments for maintenance. 6) 办公室人员下班前,必须检查所有电器设备,关闭并切断电源。

      After work, office staff should check all electrical appliances and cut off power supply. 2 2..前厅部火警应急程序前厅部火警应急程序 FO fire alarm emergency proceduresFO fire alarm emergency procedures 1) 保持镇静,不要惊慌失措 Keep calm. 2) 按报警程序,立即通知总机 Notify host operator according to alarm procedure. 3) 服务员应立即用附近的灭火器材,尽力将火扑灭 Waiters to use fire appliances in vicinity to put off fire. 4) 大堂副理与服务员一起保证客人的安全 AM, with waiters to guarantee guests’ safety. 5) 如果火势不能控制,按疏散程序撤离现场,并做好客人的安抚工作 If the fire can’t be controlled, leave the scene by evacuation procedures and comfort guests. 6) 执行指挥部其他命令。

      Execute other orders from command center. 十四、十四、消防安全制度消防安全制度 FireFire- -protection security systemprotection security system 雅高集团-酒店突发事件应急处理 53 ( (一一) ) 消防设施的保养与维修制度消防设施的保养与维修制度 The maintenance system for fireThe maintenance system for fire- -protection facilitiesprotection facilities 1. 本酒店所有消防设备的保养与维修工作由保安部承担并负责 The SO is in charge of all maintenance work of fire-protection facilities in hotel. 2. 保安部定期对酒店消防设施进行检查与保养, 如果发现损坏, 应及时进行维修 SO gives regular check and maintenance work to fire-protection facilities. If a broken one is found, it should be repaired immediately. 3. 所有的消防测器(温感、烟感)每年要测试一次,保证其工作性能良好。

      All fire detectors (temperature detector, smoke detector) must be checked once every year to guarantee they’re in good condition. 4. 所有的消防警报器,每半年测试一次,保证其完好无损 All fire alarms should be tested every half year to make sure they can work well. 5. 消防喷淋主水泵、备用泵和加压泵,每月必须启动一次(15 秒) ,检查其运转是否正常 Fire-protection sprinkle main pump, spare pump and pressure adding pump must be activated once every month (for 15secs) to check if they can work well. 6. 酒店备用的紧急发电机, 每星期启动负载一次, 每半年接上全负载及试停电,以保证自动程序 (与工程部配合) Spare emergency generator must be loaded once every weak, fully loaded every half year. The power supply should be cut off as experiment to ensure its automatic procedures. (Cooperated with Engineer department) 7. 酒店避雷设施应由工程部派专人负责维修、测试和保养。

      在每年雨季(四至十月份) 到来之前, 应将其作为重点检查对象 在雨季期间, 至少每月检查、测试和保养一次,以确保其处于良好的工作状态 雅高集团-酒店突发事件应急处理 54 Hotel lightning-proof facilities should be maintained, tested by special personals appointed by Engineer Department. Before every rainy season (From April to October), they should be treated as the inspection key. During rainy seasons, they must be checked, tested and maintained at least once per month t, so as to ensure they are in good working state. 8. 保安部应建立消防设施的检测档案 SO should establish fire facilities checking files. 9. 工程部有责任督促保安部做好对消防设施的维修、保养和测试工作。

      Engineer Department has the responsibility to supervise the maintenance and test work of fire facilities. ( (二二) ) 易燃、易爆危险品的使用、搬运易燃、易爆危险品的使用、搬运及保管制度及保管制度 The usage, transportation and safekeeping system for inflammables and The usage, transportation and safekeeping system for inflammables and explosives.explosives. 1. 采购的危险品应符合公安消防部门的有关规定并经审核批准 All purchased hazardous articles should conform to public security’s relevant regulations and have been approved. 2. 危险品进店前,采购部应提供物品名称、数量表给保安部,保安部负责检查进货场所的安全并采取相应的保护措施。

      Purchasing Department should offer the list with the name and quantity of hazardous articles on it before they come into hotel. SO is responsible to check the unloading area safety and take some relevant protective measures. 3. 需要存储、使用危险品的部门,应设立危险品仓库或危险品存储柜,并建立严格的管理制度,落实安全措施,由受过公安消防部门培训的员工负责保管 Departments that need store and use hazardous articles should set 雅高集团-酒店突发事件应急处理 55 up warehouse or closet for hazardous articles and establish strict management system, ensure security measures are being followed. Hazardous articles should be kept by employee who has received public security department’s training. 4. 使用危险品的员工应懂得所使用危险品的化学性质、 安全使用方法及应急措施。

      Staff using hazardous articles should know their chemical properties, proper usage and emergency measures. 5. 有关部门在使用危险品时,须有严格的申领程序,并将使用的时间、地点及防护措施通报保安部,保安部须严加监督 Concerned departments should have severe application procedures for hazardous articles and inform use time, location and preventive measures to SO who will supervise it closely. 6. 在使用危险品时,要严格规定用火制度,必要时派专人现场监督 Formulate severe fire regulations when using hazardous articles. If necessary, assign special personnel to supervise fire scene. 7. 使用后残存的危险品必须交还专用仓库,不得私自留用或丢弃。

      Leftover hazardous articles should be returned back to special warehouses. No one can keep or discard them. 8. 在搬运和使用危险品的过程中,必须轻拿轻放,防止撞击、拖拉和倾倒搬运时,只能使用指定通道 In the course of transportation and using hazardous articles, they must be handled with care. Avoid striking, pulling and pushing. In transportation, only appointed passage should be used. 9. 存放危险品须分类、分项存放堆垛之间的通道应当有安全距离,不得超量存放 Hazardous articles should be stored in categories and classes. There should be safety distance between stacks. The quantity shouldn’t go beyond a limit. 10. 危险品仓库内不得吸烟和使用明火,严禁火种入库。

      雅高集团-酒店突发事件应急处理 56 Smoking and fire operation are forbidden in warehouse. Fire seed is forbidden in warehouse. 11. 危险品入库前必须进行检查登记,入库后要定期检查 Hazardous articles premise to be checked and registered. After they are in warehouse, they must be checked regularly. 12. 危险品仓库管理员对危险品的发放、使用、回收等情况要进行严格登记,不得疏漏 The warehouse administrator should record the distribution, use and recycle, etc of hazardous articles. Nothing can be missing. ( (三三) ) 明火作业防火制度明火作业防火制度 FireFire- -prevention system for fire operationprevention system for fire operation 1. 明火作业是指焊接、气割金属和其他使用明火的作业过程。

      The fire operation refers to welding metal and other fire operation course. 2. 明火作业前必须经过申请批准在酒店范围内不论何处进行明火作业,都必须由动火部门向保安部提出申请,说明动火地点、原因、时间等,经批准后方可动火 Fire operation must premise to be approved. Wherever a fire operation is held in hotel, operation department should apply to SO, informing fire location, cause and time, etc. The fire operation can’t be launched unless it has been approved. 3. 明火作业根据其危险性以及事故可能波及的范围大小可分为三级: Fire operation can be classified into three grades according to the danger degree and the scope the accident can affect. i. 动火时如发生火灾、 爆炸事故, 可能影响到整个酒店的, 为一级动火。

      In case that a fire accident, explosion which occurs during fire operation may influence the whole hotel, it can be identified as the first grade fire operation. ii. 动火时即使发生事故,不会影响到客人活动区域的,为二级动火 雅高集团-酒店突发事件应急处理 57 If an accident happens during fire operation, but can’t influence guest area, it can be identified as the second grade fire operation. iii. 在非禁火区临时动火, 或在基本上无火灾危险的地区动火, 为三级动火 The fire operation which is held in non prohibiting fire area or districts without fire potential is identified as the third grade fire operation. 4. 动火部门负责落实明火作业时的安全措施,保安员随时到现场检查动火现场的 安全措施。

      Operation department is responsible for fire operation safety procedures. Security personals ready to inspect safety procedures in fire-operation site. 十五、十五、消消防演习程序防演习程序 FireFire- -drill proceduresdrill procedures (一)(一) 演习目的演习目的 Drill aim:Drill aim: 通过不定期的消防演习,不断提高酒店管理人员和员工的灭火能力一旦火灾发生时,能够及时扑灭,降低生命财产的损失 Through irregular fire drills, improve administrators and employee’s capability to put off fire. Make sure once a fire occurs, it can be put off immediately reducing fortune and life loss. (二)(二) 演习程序演习程序 Drill proceduresDrill procedures 1 1.. 演习主持人演习主持人 Drill hostDrill host 1) 大型演习可由总经理或其指定的高级行政人员主持。

      Big-scaled drill can be presided by GM or other appointed senior administrators. 雅高集团-酒店突发事件应急处理 58 2) 小型演习可由保安部、工程部主管主持 Small drill can be presided by SO, Engineer Department supervisor. 2 2.. 演习时间和地点演习时间和地点 Drill time and locationDrill time and location 1) 大型演习由防火委员会决定 In case of big-scaled drill, fire-prevention community decides the time and location. 2) 小型演习可由保安部、工程部决定,报请防火委员会同意 In case of a small-sized drill, SO, Engineer Department decides the time and location, approved by Fire-prevention community. 3 3.. 演习内容演习内容 ContentsContents 每次演习主要围绕酒店防火、灭火、疏散等操作程序中的全部或部分内容进行。

      Each drill proceeds with total or partial operation procedures of fire-prevention, fire-extinguishing, evacuation, etc. 4 4.. 报警报警 FireFire- -alarmalarm 报警可用烟感、温感、手动和报警报警必须讲清火警地点、种类、程度 Fire-alarm is available with smoke detector, temperature detector, telephone and alarming manually. In case of a telephone alarm, fire location, nature and degree must be notified. 5 5.. 接警接警 Alarm receivingAlarm receiving 总机或消防监控中心接到报警后,应按程序通知下列人员,并做好记录: Receiving fire alarm, host operator or fire monitor center to inform individuals below according to procedures and make good records: 1) 当值保安经理 雅高集团-酒店突发事件应急处理 59 Duty security manager 2) 当值大堂副理 Duty assistant manager 3) 当值工程师 Duty engineer 4) 行政管家 Executive housekeeper 上述人员到达现场后, 迅速观察火情。

      若火势不大, 按初级应急预案进行;若火势很大,则按高级应急预案进行 After arriving at fire scene, abovementioned individuals must estimate fire condition. If the fire can be controlled, adopt elementary emergency draft. If the fire can’t be controlled, adopt senior emergency draft. 6 6.. 演习指挥部演习指挥部 Drill command centerDrill command center 1) 大型演习主持人为总经理,指挥成员有高级行政人员和工程部总工程师、保安部经理,总指挥根据演习计划逐一发出指令 Big-sized drill is presided by GM. Command members are senior administrators, chief engineer, Security manager. Chief commander give orders according to the drill plan one by one. 2) 小型演习可不设指挥部。

      In case of a small-sized drill, a command center may not be set up. 7 7.. 参加演习人员携带物品参加演习人员携带物品 Tools in need for individuals involvedTools in need for individuals involved 1) 对讲机、手电筒、氧气面罩、破拆工具、灭火器、万能钥匙等,根据演习计划增减 Interphone, flashlight, oxygen mask, dismantling tools, fire-extinguisher, master key, etc, which can be reduced or added according to drill plan. 雅高集团-酒店突发事件应急处理 60 2) 参加演习的专职消防队人员数及其携带的物品种类、数量由演习计划而定 Drill plan decides the number of involved full-time firemen and category, quantity of tools. 8 8.. 演习评估演习评估 Drill evaluationDrill evaluation 演习结束后由主持人现场评估。

      After the drill, host to give an evaluation immediately. 9 9.. 演习报告演习报告 Drill reportDrill report 保安部经理负责提交演习报告 SO manager to present drill report. 十六、十六、火警、火灾事故调查处理程序火警、火灾事故调查处理程序 Fire alarm, fire accident investigation proceduresFire alarm, fire accident investigation procedures 1. 火灾扑灭后, 保安部根据酒店防火委员会的决定, 在事故现场划出警戒范围,防止无关人员进入现场,禁止非调查人员搬移现场物品 After the fire, based on the decision from fire-prevention community, SO delimit the guarding area in the scene, stop irrelevant personnel into the scene and forbid non-investigation staff remove the articles in the scene. 2. 保安部要立即派出人员,会同大堂副理、值班工程师以及发生火警区域的主管一起到现场进行调查,查明起火原因、财产损失及人员伤亡等情况。

      SO to assign staff immediately with AM, Duty engineer and supervisor of fire site to investigate fire cause, fortune and people loss. 3. 保安部负责向酒店防火委员会报告调查结果,提出防火改进措施和对火警责任人的处理建议 SO is responsible to report the investigation result to fire-prevention community, give fire-prevention improvement measures 雅高集团-酒店突发事件应急处理 61 and suggestions about how to deal with the fire charge person. 4. 火灾扑灭后,保安部要根据公安消防的要求,在事故现场划出警戒范围,保护现场 After fire, based on requirements from public security, SO to delimit the guarding area and preserve the site. 5. 保安部、工程部、前厅部和发生火灾部门要派出人员协助公安消防对火灾事故的调查。

      SO, Engineer Department, Front Office and fire affected department should assign personals to assist public security investigate fire accident. 6. 根据公安对火灾现场的调查结论,保安部负责向酒店当局呈报“火灾事故调查报告” Based on the public security’s investigation conclusion, SO is responsible to present the fire accident investigation report to hotel administrators. 7. 保安部负责将火警、火灾事故调查过程中积累的各种资料整理归档 SO is responsible to file all materials accumulated from fire-alarm, accident. 十七、十七、酒店员工消防培训计划酒店员工消防培训计划 FireFire- -protection protection training plan for hotel stafftraining plan for hotel staff 1 1.. 培训目标培训目标 Training aimTraining aim 使员工懂得防火工作的重要意义,提高消防安全意识,增强安全责任感,遵守安全操作规程, 了解、 掌握和正确运用接收报警及初级灭火等一系列基本程序。

      Make staff know the importance of fire-prevention work, raise fire-prevention security awareness, strengthen sense of security responsibility, comply with safety operation procedures, understand, master and correctly practice basic procedures such as how to receive fire alarm, respond to a fire immediately, etc. 雅高集团-酒店突发事件应急处理 62 2 2.. 培训对象培训对象 Training objectsTraining objects 所有新员工在接受酒店的消防安全知识培训后方能上岗 培训形式可采用面授、录像观摩及实践操作等 All new staff premises to receive fire-protection security knowledge before they start their work. They can receive training in the way of having lectures, watching video, and practicing, etc. 3 3.. 培训内容培训内容 Training contentsTraining contents 1) 酒店消防系统介绍 An introduction to hotel fire-protection system. 2) 火警接报程序 Fire-alarming receiving procedures 3) 火警疏散程序 Fire-alarm evacuation procedures 4) 火警时各部门的应急措施及员工的岗位职责 Departmental emergency procedures and staff post responsibility. 5) 消防基础知识 Basic fire-protection knowledge 6) 灭火器材的正确使用 The proper usage of fire appliances 7) 消防法规教育 Fire-protection policies education. 4 4.. 培训主管部门培训主管部门 Departments in charge of trainingDepartments in charge of training 1) 保安部 Security Office 2) 人事培训部 Personnel training department 。

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