FOAM-004POSSIBLEDEATHOFAIN-HOUSEGUEST

1、STANDARD OPERATING P ROCEDURE标准操作程序Task Number 编号：FOAM-004Department 部门：Rooms/FO/AMDate Issued 日期：Jan. 2011POLICY STATEMENT :政策陈述：En sure that the releva nt man ageme nt stay calm at emerge ncies and take correct acti ons w any delay. Main tai n the hotel image and reduce the n egative impact to the

2、 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。Time to Train : 培训时间45 min utes/ithoutP OSSIBLE DEATH OF A REGISTERED GUEST住店客人死亡LANDISON雷谊査STE PSSTANDARDS步骤标准Assista nt Man ager shall follow ste ps as described below in case of a p ossible 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

3、下列步 骤执行：1) Assista nt Man ager shall inform the MOD and Security immediately upon receiv ing a call concerning a p ossible death of a 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 app ears that the guest has died, call 120 at once and inform the

4、followi ng ma nageme nt: GM/EAM/DOR/FOM/Security man ager.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) Inform the security sup ervisor to direct the 120 ambula nee to the un dergro und 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

5、进入客房。d s belongingitSitos securely and do not release4) Should the medical crew confirm the death of the guest, with the approva of the hotel man ageme nt, PS( 110) is to be con tacted without any delay. Security shall seal off the area. Do not atte mpt to clea n up or remove anything from the sce n

6、e un til give n p ermissi on by PSB. Con duct a wit nesse inven tory of deceased un til p ermissi on is give n by P SB.如120急救人员证实客人已经死亡，经管理层许可，大堂经理立即拨 打110报警电话，保安部封锁现场。若非得到警方许可，切记不可试 图清洗或移动任何物品，列出死者所属物品请单，将其妥善保存，不 得随意处理，除非得到公安局的许可。STE PSSTANDARDS步骤标准Prop erly han dle the case and try to p reve nt su

7、ch n ews from sp read ing in side and outside of the hotel. 妥善处理，做好信息保密工作。5) En sure that the p rocess of removal of the person be arran ged via service lift and always use the back of house (i.e. receiv ing area or any other emerge ncy exit).确保伤者或死者从员工电梯或其他任何后台电梯移走，绝对不能从大 堂穿过6) If in an open area,

8、erect scree ns to block off sight from p ublic view and in struct available Security Officers to form an outer cord on to kee p sp ectators away from the sce ne. Restrict all access to the sce ne 如果伤亡发生在一个开阔的区域，应竖起屏风以阻挡公众围观，并尽 可能要求安全员组成外围警戒线，以保证旁观者远离现场。限制一切 进入现场的人员1) Any information regarding the in

9、cident should never be given to the Media and any person who has any enquiry must be referred to the hote man ageme nt.未经管理层批准，禁止向任何媒体或者个人透露任何关于事故情况问 题的信息。2) All related in formati on must be kept strictly con fide ntial and should not be related to other hotel guest or discussed among staff members

10、 in order to p reve nt rumors.为了预防谣言，所有相关信息必须严格保密，杜绝关联到其他酒店客 人或者被员工间讨论。.STE PSSTANDARDS步骤标准Coord in ate with PSB for guest bel ongings in the room.与公安局协调，保护好客人房间 私人物品Obtai n a reee ipt from PSB for any items take n and also by the in dividual authorized to claim the personal effects of the deceased.

11、公安局需从客房内取出任何物品，应开出收据；冋样若有个人对死者 物品提出合法申领，亦需开出收据。Coordi nate with PSB for further assista nee.配合公安局处理好其他事宜。Notificati on of next of kin is nor mally han dled by PSB 由当地警署负责通知死者家属。After p olice in vestigatio n has bee n con cluded, any bel ongings left beh ind by the person must be stored for safekee ping un til app roval to release them ha bee n give n. It is best to double lock the