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How do hotels handle emergencies?
Question 1: How to deal with unexpected events at the hotel front desk is reasonable and should be tolerant. If it is unreasonable, apologize in time to ensure that the guests feel that you are taking them seriously! If things are particularly serious, you should call 120 as soon as possible to avoid things expanding. After all, your purpose is to make money, not to save face.

Question 2: Hotel Emergency Plan Xinshun Hotel Emergency Plan

First, the emergency team:

Team leader: general manager.

Deputy Head: Executive Deputy General Manager

Members: General Manager's Office, Finance Department Manager, Security Department Manager, Front Office Manager, Catering Department Manager, Housekeeping Department Manager and Sales Department Manager.

In case of emergency, the manager on duty is responsible for handling it before the members of the handling team arrive.

Second, the emergency measures to deal with all kinds of emergencies:

1, emergency measures for robbery cases:

(1) When a hotel robbery happens, if the robber is armed, the on-site staff should avoid confrontation with the robber, keep calm, and observe the gangster's face, body shape, clothes, hairstyle, accent and other characteristics. If the robbers are unarmed and have enough manpower to subdue the robbers, they must wait for an appropriate opportunity to catch the robbers and hand them over to the police, but don't act rashly to avoid unnecessary casualties. If the staff of the monitoring center finds a hotel robbery, they should immediately notify the department manager or high-value manager and report to 1 10 as instructed.

(2) If the robbers fled the scene by car, they should write down their license plate number, color, model or brand, and record the number of people.

(3) Protect the site. Don't touch the murder weapon and tools left by the robbers. Draw a warning zone and don't let irrelevant personnel enter the scene.

(4) If it is impossible to leave the evidence left by the robbers in crowded places such as traffic arteries and public places, it should be packed in plastic bags and handed over to the police.

(5) Interview witnesses, collect information about robbery and provide it to public security organs. At the same time, the relevant personnel shall not leave before the public security personnel inspect the site or complete the treatment.

(6) The personnel present shall not disclose any information to the media or irrelevant personnel, and shall not take photos.

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

2. Emergency measures for hostage-taking cases:

(1) When a hostage kidnapping case occurs in a hotel room, the floor service personnel should immediately report to the department manager, high-value manager and security department.

(2) After receiving the report, the emergency team can set up a headquarters on the incident floor and call the police at the first time.

(3) Before the police arrive, they should * * *, and it is strictly forbidden to disclose the situation to irrelevant personnel, so as not to cause panic among guests and onlookers, which will lead to the robbers taking risks and endangering the safety of hostages.

(4) Try to meet some reasonable requirements of the robbers, such as sending water and vegetables to stabilize the robbers' mood.

(5) Security personnel and equipment personnel are on standby nearby to coordinate with public security personnel to draw the alert range. At the same time, evacuate the guests in the room where the robbers are located to prevent the robbers from carrying explosive dangerous goods.

(6) Collect and sort out information such as room occupancy, surveillance video and engineering drawings in time and provide them to the police.

3. Emergency measures in case of combat:

(1) When there is a quarrel in the hotel, you should immediately stop dissuasion and disperse the onlookers.

(2) If both parties don't listen to stop, and the situation continues to develop and the scene is difficult to control, they should report to the public security organ in time and notify the relevant personnel of the hotel. Security personnel should arrive at the scene quickly to prevent damage to hotel items.

(3) If the hotel articles are damaged, the hitter should be stopped and demanded compensation. If there are injured people, the traffic police will give first aid and then deal with them. The scene must be kept intact for the police to investigate and help the police identify the troublemaker.

(4) If the fighter escapes by car, he should write down the characteristics such as license plate number, color, vehicle type and number of people.

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

4, food poisoning emergency measures:

(1) If anyone is found to be poisoned in the hotel, the following measures should be taken in addition to calling the police immediately, whether by mistake or on purpose:

A call the emergency center "120" for help. If the medical staff can't arrive in time, the poisoned person will be in danger. The poisoned person should be sent to a nearby hospital for emergency treatment, and the unit or relatives and friends of the poisoned person should be informed.

B, protect the scene of the poisoned person, don't let anyone contact with toxic or suspected toxic items (such as drugs, containers, drinks and food, vomit, etc.). ).

C. arrange parking spaces for police cars and ambulances when they arrive and leave.

D. Register the personal belongings of the poisoned person and give them to the police.

E, prevent others from watching.

F relevant information (including arrival and departure times of police cars and ambulances, names of police officers and other information) shall be registered and put on record.

J. If poisoners or suspicious persons are found, they shall be detained immediately, and the traffic police shall ... >>

Question 3: What emergency measures do hotel restaurants have? Emergency handling manual 1. How to operate when there is a sudden power outage and water cut? The store suddenly loses power and water supply, and the processing steps are as follows: 1. Report to the higher authorities in time. 2, contact the relevant units, understand the reasons for the power outage. In case of power failure or water cut-off, contact relevant units in time to find out the reasons. For example, you should contact the power bureau or the landlord to find out about the power outage area. If only the building where our store is located has power failure, we can find a room to solve it. If there is a power outage in the whole area because of the power bureau, we should know when to call. 3. Find a solution. Usually, we should have a good relationship with the electric power department. In case of power failure, the generator car (power not less than 200 kW) should be used for emergency. After the power failure, try to ensure business. If you can't finish the work, you can contact the neighboring branches and ask for help to ensure the lighting of the business area. If there is no power supply for the time being, you can reduce the business area, light candles in the business area in time and receive them as usual. The kitchen can compress production. When the temperature is high in summer (above 35℃), the guests should stop it in time when they can't operate. In case of sudden water cut-off, immediately contact the relevant units to inquire about the water cut-off time, and contact the adjacent branches in time. At the same time, you can contact the fire department for water supply, or you can organize employees to get water from the staff dormitory or nearby places to ensure business as usual. Because it is inconvenient to clean tableware without water, try to use disposable tableware. In addition, employees can be organized to take vegetables to the dormitory or nearby places with water for cleaning. Second, if a local fire suddenly occurs, how to operate? In case of local fire in the store, the specific problems will be solved according to the actual situation. The processing steps are as follows: 1. When there is a fire in the kitchen, the personnel present should use fire-fighting equipment to put out the fire. If the fire is too big to control, they should call the police in time. 2, in case of diesel furnace fire, should immediately close the oil valve, and fire extinguisher. If there is a fire in the restaurant, it should be solved according to the location and cause of the fire. If there is a small fire in the gas car, the gas valve should be closed in time and pushed away from the guests in order to put it out in time. If the circuit is on fire, the electrician will immediately cut off the power supply, evacuate customers in time, and organize fire fighting at the same time. If the fire is too strong for our staff to put out, please call 1 19 immediately. 4. If there is a small local fire, report it to the superior department of the company in time (within 24 hours) afterwards. If the fire is serious, it must be reported to the superior department of the company by telephone at that time, and the incident must be reported in writing afterwards. Third, there is a sudden large-scale operation, how to operate? When a large number of employees in our unit suddenly lose their jobs, the processing steps are as follows: 1. Organize other employees to work overtime to replace employees who don't go to work. 2, timely report to the higher authorities, personnel from other stores to supplement. 3. Take the initiative to understand the reasons for the shutdown. 4. Find a solution. 5. If you have difficulty in solving it yourself, contact the superior leader for help in time. 4. What should I do if there is a sudden fight? When there is a fight in the store, the handling steps are as follows: 1. If there is an employee fight in the company, it should be stopped in time and sent to relevant departments for handling according to the cause and responsible person. At the same time, report to superiors. 2. If there is a fight between customers in the restaurant, you should guide other customers next to you as appropriate, guide them to spend money in other areas, and try to keep the documents so that customers can pay the bill. If the customer fails to pay the bill at that time due to special circumstances, the store manager is responsible for handling and reporting. 3. At the same time, call 1 10 to call the police in time, and protect the scene, and hand it over to 1 10 for handling. 4. Report to the superior department. 5. What should I do if I suddenly meet the health, fire and other departments to check? In case of sudden inspection by health and fire departments, the processing steps are as follows: 1. A manager should do a good job of reception and try to sit in the restaurant to buy time. 2. Another manager should deal with the items to be inspected in time. For example, the kitchen is messy during peak hours, so it is necessary to organize employees to pay more attention to places such as refrigerators and freezers and places where tableware is cleaned. The arrangement of fire extinguishers should be rapid. 3. After proper arrangement, please check the inspectors into the kitchen. If the health department does sampling inspection, try to iron the tableware with boiling water and hand it in for inspection. 4. If the problem is serious after inspection, find a way to solve it immediately and report to the superior. Six, the restaurant suddenly received hundreds of delivery orders, how to operate? 1. If you suddenly receive more than 100 delivery orders, you must inform the store manager as soon as possible. The person in charge must understand the standards and requirements of the customer's order, and leave the contact number of the other party, telling you to reply in the shortest time. 2. The person in charge of the store called the person in charge of the kitchen to meet and learn about the raw materials ... >>

Question 4: How to deal with 70 emergencies in hotel restaurants? 1. What should I do if I find a sick guest during the meal? Answer: (1) Don't move the guests without authorization. (2) Inform the superiors quickly. (3) Call the emergency number immediately after obtaining the consent of relatives. 120.

Question 5: How to deal with the emergency of hotel switchboard? After receiving the fire confirmation information, the fire center shall immediately notify the switchboard and inform the members of the emergency team to form a fire fighting headquarters in the fire center. At the same time, notify the security foreman on duty to organize security personnel to carry out evacuation, fire fighting and rescue work according to the post arrangement at the fire site;

The security department asked the switchboard to inform the members of the emergency response team to come to the store to assist the police;

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

Question 6: Hotel waiters need to be trained before entering the hotel. Those tutorial classes will teach you emergency measures in an emergency. Finally, the remedial classes have to take exams and leave the best students as big officials, which also requires your efforts.

Question 7: What is the handling of hotel training emergencies? PPT wenku.baidu/...& Organization =0

Question 8: How to deal with hotel catering emergencies? 10: Imagine what unexpected events usually happen. We can discuss what emergencies will happen together, and we can also find out what emergencies will happen online.

Generally speaking, for food, natural disasters and human factors (guests' and hotel staff's), imagine these possible hazards and think about solutions. There are also judgments that need to be made when encountering these situations again. Not all fires have to disturb all guests. For example, if the oil pan in the kitchen catches fire, it can be solved. So this is your own judgment.

It is important that you think of everything first.

Question 9: How to deal with emergencies? Dealing with emergencies is also called crisis management. Crisis management is the process of planning, decision-making, dynamic adjustment, solution and employee training for enterprises to deal with various crisis situations. Its purpose is to eliminate or reduce the threats and losses caused by the crisis. Crisis management is a specialized management science, which is a pre-established prevention and treatment system and corresponding measures to deal with sudden crisis events, resist sudden disasters and minimize losses.

Connotation of enterprise crisis management

Crisis management refers to a new management system for enterprises to avoid and reduce the harm caused by crisis through crisis monitoring, crisis early warning, crisis decision-making and crisis handling, summarize the law of crisis occurrence and development, and respond to crisis scientifically and systematically. The elements of crisis management are:

1, crisis monitoring

The first step of crisis management is to monitor the crisis. In the process of the smooth development of enterprises, enterprises should have a strong sense of crisis and psychological preparation to deal with the crisis, establish a crisis management mechanism, and find the crisis in time. The calmer the enterprise, the more attention should be paid to crisis monitoring, and hidden dangers are often hidden behind calmness.

2. Crisis early warning

Many crises have some signs before they break out. Crisis management not only pays attention to the treatment of various hazards after the outbreak of the crisis, but also pays attention to the establishment of the crisis warning line. Before the crisis comes, enterprises nip some avoidable crises in the bud, and other inevitable crises can be solved in time through early warning system. In this way, enterprises can calmly cope with the challenges brought by the crisis and minimize the losses of enterprises.

3. Crisis decision-making

Enterprises make correct crisis decisions on the basis of investigation. Decision-making should be based on the background of the crisis, compare the advantages and disadvantages of several feasible schemes, and then choose the best scheme. The plan should be located accurately and implemented quickly.

4. Crisis management

First, the enterprise confirms the crisis. Identifying the crisis includes classifying the crisis, collecting information related to the crisis to confirm the degree of the crisis, finding out the cause of the crisis, and identifying the scope, degree and consequences of the crisis. Second, control the crisis. To control the crisis, we must stop the spread of the crisis according to the confirmed crisis, so that it will not affect other things. Emergency control is like a fireman. Third, deal with the crisis. The key to coping with the crisis is speed. Enterprises can timely and effectively apply crisis decision-making to practice, resolve the crisis and avoid the losses caused by the crisis.

Basic principles of enterprise crisis management

1. Principle of institutionalization

It is difficult to fully predict the specific time, actual scale, specific situation and impact depth of the crisis. This kind of emergency will often have a bad influence on enterprises or brands in a short time. Therefore, enterprises should have institutionalized and systematic business processes and organizations related to crisis management and disaster recovery. These processes don't work when the business is normal, but they will start in time and operate effectively when the crisis occurs, which plays an important role in dealing with the crisis. Some large companies in the world are often able to cope with crises, and one of the keys is the institutionalized crisis handling mechanism, which enables them to quickly start corresponding mechanisms and carry out their work in an all-round and orderly manner when a crisis occurs. Therefore, enterprises should establish a written crisis management system, an effective organizational management mechanism and a mature crisis management training system to gradually improve the rapid response ability of crisis management. In this regard, the calm response of Tianjin SmithKline to Contek crisis is a typical successful example of crisis management. On the contrary, after the Fuyang milk powder incident, the passive and unskilled crisis management reflected that some enterprises did not have a clear crisis response and decision-making mechanism, which led to chaotic and busy institutions and low efficiency.

2. The principle of good faith image

The honest image of an enterprise is its lifeline. The crisis will inevitably bring losses to the integrity image of enterprises, and even endanger the survival of enterprises. Correcting and shaping the image is the basic concept of enterprise crisis management. In the whole process of crisis management, enterprises should strive to reduce the losses caused by corporate integrity image and strive for public understanding and trust. As long as customers or the public are hurt by using the products of the enterprise, the enterprise should publicly apologize to the public at the first time to show sincerity and give the victims corresponding material compensation. For products that do have problems, we should take them back quickly at all costs, and immediately improve the products or services of enterprises, so as to try our best to recover the influence, win the trust and loyalty of consumers, and maintain the integrity image of enterprises. The handling of Tylenol poisoning has maintained the reputation of Johnson & Johnson Company and won public opinion. & gt