FOAM-004 POSSIBLE DEATH OF A IN-HOUSE GUEST.doc

STANDARD STANDARD OPERATING OPERATING PROCEDURE PROCEDURE 标准操作程序标准操作程序 POSSIBLE DEATH OF A REGISTERED GUEST 住店客人死亡 T ASK N UMBER 编号: FO AM -0 04 D EPARTMENT 部门: Rooms/FO/ AM D ATE I SSUED 日期: Jan. 2011 P OLICY S TATEMENT : 政策陈述: E nsure that the relevant management stay calm at emergencies and take correct actions without any delay. Maintain the hotel image and reduce the negative impact to the minimum. 确保酒店相关管理人员在意外发生时保持冷静,并迅速采取正确行动,维护酒店形象,将负面影响减至最低。 T IME TO T RAIN : 培训时间 45 minutes STEPS 步骤 STANDARDS 标准 Page 2 of 4 Assistant Manager shall follow steps as described below in case ofa possible death of in-house guest. 如获悉有疑似住店客人死亡的情况后,大堂经理需按下列步骤执行: 1) Assistant Manager shall inform the MOD and Security immediately upon receiving a call concerning a possible death ofa guest and go to the guest room in no time. 如大堂经理收到有关客人疑似死亡的电话后,须立即通知酒店值班经理及安全部,并迅速前往客人房间查看。 2) If it appears that the guest has died, call 120 at once and inform the following management: GM/EAM/DOR/FOM/Security manager. 如客人看起来已经死亡,应立即拨打 120 急救电话,同时,马上通知酒店总经理/行政经理/房务总监/前厅部经理及保安部经理。 3)I nform the security supervisor to direct the 120 ambulance to the underground parking and go to the guest room via the staff elevator. 立即通知保安部当班主管,在 120 急救车抵达时指引指地下停车场, 由负二层经员工电梯进入客房。 4) Should the medical crew confirm the death of the guest, with the approval of the hotel management, PSB ( 110 ) is to be contacted without any delay.