酒店意外事件管理系统流程图.pptx

HIMS Hotel Incident Management System酒店意外事件管理系统;Objective目标; or ;DEFINITION 定 义 An incident that threatens human life, health, property or the environment, if not controlled, contained or eliminated immediately. 是指无法立即控制或消除的对人的生命、健康、财产或环境造成威胁的事件。 Characteristics 特征 Local effect – Usually confined to only a portion of the property 局部效应 – 通常只是影响到酒店的某一部分 Very limited casualties, if any 极少的人员伤亡 On-site or local resources are adequate to manage the problem 当地的现有资源足以解决该事件 Short term impact – issues can be resolved quickly and impact is not lasting 影响时间短—事件可以很快解决且不会造成持续影响 News media interest is primarily local or non existent 不会或至多只是引起当地新闻媒体的注意 Does not threaten credibility, image or desirability of the Brand or Corporate 不会对集团及品牌的信誉、形象和价值造成威胁 May or may not escalate into a crisis, depending on circumstances and action taken 是否会转化为危机事件取决于当时的环境及所采取的行动 ;DEFINITION 定 义 A circumstance, event or series of episodes that threatens to fundamentally affect or alter the way we do business or could have a lasting impact on our customer behavior. 是指可以对酒店的经营造成严重威胁或对顾客的行为造成持久影响的情况、一个或一系列事件。 Characteristics 特征 May dramatically impact the reputation, desirability or financial results of the individual Starwood brand or Corporate organization 可能会显著影响集团组织或集团旗下某一品牌的声誉、价值及经营业绩 Likely to attract national or international news media attention 可能会引起国内或国际媒体的关注 Significant casualties and/or loss of life 重大的人员伤亡 Rapidly escalating developments extend beyond capability of on-site and local resources 以现有的能力和资源无法控制其迅速扩大或发展 Impact may continue well beyond event 造成的影响要比事件本身持久得多 Often limited and conflicting information on situation 通常在这种情况下得不到有效信息 Go-Team will probably need to be activated 可能需要派出行动小组 ;HIMS; Cells Work Flow;;;ALERT;接到报警;ALERT;接到报警;ALERT;接到报警;ALERT;总机FCS;ALERT;总机FCS;ALERT;交通 住宿;TRANSPORT ACCOMODATION;交通 住宿;SUPPLIES MATERIALS;物资保障;COMMUNICATIO