国际著名酒店安全部程序-6(英文)Cash valuable item escort

标准程序
SECURITY DEPARTMENT
安
全
服
务
部
目录
问候客人Sec-001 保安部与全体员工的关系Sec-002 保安部在酒店中处理问题的原则Sec-003 保密守则Sec-004 来访登记Sec-005 员工通道的安全检查与打卡Sec-006 酒店财产推出Sec-007 物品拾拣与认领Sec-008 外部施工人员的管理Sec-009 巡查Sec-010 安全日志Sec-011 报修Sec-012 火灾的紧急处理Sec-013 水灾的处理Sec-014 消防水龙带的使用Sec-015 灭火器的使用Sec-016 紧急情况的应对Sec-017 持械抢劫Sec-018 爆炸恐吓Sec-019 处理骚乱事件Sec-020询问Sec-021 对无理取闹的客人，员工的管理Sec-022 处理偷盗Sec-023 保护证据Sec-024
事故和事件的调查报告Sec-025 赌博活动Sec-026处理涉及毒品事件Sec-027 卖淫嫖娼Sec-028 对伤病人的处理Sec-029 精神病人发作的处理Sec-030 照料饮酒过量的客人Sec-031 帮助行动不便客人的安全疏散Sec-032 消防控制中心工作Sec-033 急救Sec-034 客人或员工意外死亡Sec-035 处理企图自杀事件Sec-036 全酒店停电时的可疑人员Sec-037 如何处理电梯困人Sec-038 员工宿舍的管理Sec-039 避免斗殴Sec-040 表格填写Sec-041 钥匙管理Sec-042每日消防设施检查表Sec-043
如何处理夜间房间烟感报警Sec-044 食物中毒Sec-045
安全：标准程序
安全：标准程序
安全：标准程序
安全：标准程序。

国际著名酒店娱乐部程序(英文)(doc 12页)ACTIVITIESJOB CATEGORIES:TOUR DESK ATTENDANTAEROBIC INSTRUCTORASSISTANT ACTIVITIESDIRECTOR EQUIPMENTSUPERVISORBEACH ATTENDANTACTIVITIESJOB CATEGORY WINNERTOUR DESK ATTENDANT SHERATON FIJI RESORTTASKSHOTEL ORIENTATIONDEPARTMENT ORIENTATIONKNOWING THE TOURS OFFEREDGUEST COMPLAINT HANDLINGGUEST RELATIONS SKILLSTO KNOW ALL EQUIPMENT A V AILABLE FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMMEKNOWLEDGE OF TYPES OF AEROBICS OFFEREDSAFETY PROCEDURES AND FIRST AID FAMILIARITY WITH CONTROL SYSTEMS FOR GAMESAND EQUIPMENT AND THE PRODUCTION OF AN INVENTORYAND CONTROL SYSTEMCARRYING OUT MISCELLANEOUS ACTIVITIESISSUE AND RECLAIM OF TOWELS FROM TOWEL BUREMANNING THE BEACH BUREKNOWING THE VOUCHER AND CONTROL SYSTEMSPROMOTING GROUP PARTICIPATION AND ENCOURAGINGACTIVITIESTEACHING A SAILBOARD LESSON TEACHING A HOBIE CAT SAILING LESSON TAKING THE WATER POLO ACTIVITY GIVING THE SAILING THEORY LECTURE GIVING THE SAILBOARD THEORY LECTURECARRYING OUT THE SAILBOARD FREESTYLE DEMONSTRATION RUNNING THE HOBIE CAT STAGGERED REGATTARUNNING THE SHERATON/REGENT REGATTACARRYING OUT THE SAILBOARD COMPETITIONDONG THE HOBIE JOYRIDE ACTIVITY SETTING UP THE VOLLEYBALL AND KNOWING THE THEMES ORGANIZATION OF MINI-TOURNAMENTSACTIVITIESJOB CATEGORY WINNERTOUR DESK ATTENDANT SHERATON FIJI RESORTTASKS (continuing from previous page) TAKING THE MORNING JOG OR WALK CARRYING OUT THE PRE-STRETCH CLASSKNOWLEDGE OF CHILDREN’S PROGRAMMESCHILDREN’S MORNING JOG, WALK, SHELL HUNT OR OTHERMORNING EVENTCHILDREN’S SWIMMING LESSONS AND GAMES ACTIVITYCHILDREN’S QUIZCHILDREN’S MEALCHILDREN’S TREASURE HUNT CHILDREN’S MOVIEEXCURSION TO THE LOCAL CARVING VILLAGESCA VENGER HUNT AND CRAB RACE CHILDREN’S EARLY EVENING GAMES ACTIVITIESCHILDREN’S PAINTING COMPETITION LAUNCHING AND RECOVERING SAILBOARDS, HOBIES ANDOTHER CRAFTSOPERATION OF CHASE BOAT CHILDREN’S TALENT SHOW EVENT AND PREPARATIONPRODUCE AN INVENTORY AND CONTROL SYSTEMFOR SIGNING OUT EQUIPMENT MAINTAINING SECURITY OF EQUIPMENT REPAIRSSAFETY SUPERVISION AND PROCEDURES REPAIRSSAFETY SUPERVISION AND PROCEDURES TOUR DESK ORIENTATIONG . R . O. TRAINING ALL ASPECTS OF THE TOUR DESKAND PROCEDURESSTANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANT HEAD: G. M. APPROV AL: DATE:TASK: HOTEL ORIENTATION STANDARD:==================================== =================================PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIESJOB CATEGORY: TOUR DESK ATTENDANTHEAD: G. M. APPROV AL: DATE:TASK: DEPARTMENT ORIENTATIONSTANDARD: ALL ACTIVITIES STAFFWILL KNOW THEFUNCTIONS AND ROLE OFTHE DEPARTMENT, THERULES, AND REGULATIONSWHICH GOVERN IT, ANDTHEIR OWN ROLE WITHINIT.==================================== ================================== PROCEDURE:1.Introduction on the role and goals of the department and the standards of service we will aim to meet.2.Explanation of the training schedule for each employee, and what the training involves, plus the importance of it –schedule give out for both weeks.3.Showing of departmental structure and line of command. This will be done using a line chart. Reasons for it and the importance of it will be stressed.4.Explaining of the functions of the department,i.e. the product of it, the outlets, and equipment, the functions of various job categories. Job description will be given out and explained thoroughly.5.How the department relates to other departments-Particularly food and beverage, Front Desk, Sales.6.The personnel functions of the Activities Department :-a)w ho hires employees .b)w ho orients employees.c)who conducts ongoing training.d)c omplaint procedures and style ofmanagement.e)when and by whom meetings are heldwithin the department.f)disciplinary action/probationary period.PROCEDURES: (continued)1.Rules and regulations of the department. Handout given and the importance of abiding them will be stressed. Appearance standards.2.All staff will be given a tour of the property with particular note being taken of –Ballroom ,Malolo Lounge , ports O’ poll area, Meke area, Gardens, Beach bure, Tennis courts, Tour/activities desk, Beach.3.Relationship with Fish Fiji Limited and other concessions.STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G. M. APPROV AL:DATE:TASK: KNOWING THE TOURS OFFEREDSTANDARD: EACH EMPLOYEE WILLHA VE A BASICKNOWLEDGE OF ALLTOURS OFFERED BY THETOUR DESK.==================================== ================================== PROCEDURE:STAFF MUST KNOW:1.The role of the tour desk.2.All tours and operators handouts of all major tour operators will be give out.3.The different types of tours.4.How the tours operate –from bookings, to paying, to confirmation, and to the trip.5.A verbal test will be givenSTANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: GUEST COMPLAINT HANDLINGSTANDARD: ALL STAFF WILL KNOWHOW TO HANDLE ACOMPLAINT QUIETLY ANDEFFECTIVELY==================================== ================================== PROCEDURE:Should you come across a complaint lodged by aguest, complete the following procedure.1.Listen to the complaint.2.Should the guest be angry or loud, get then toa quiet place tactfully.3.Re – state the problem in your own words to make sure it is understood.4.Show empathy –sympathise with the guest, show you care.5.Take action –This action may constitute calling your superior or if possible, handling the complaint yourself. Do not offer the guest anything you cannot out .6.Always report the complaint to your superior.STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: GUEST RELATIONS SKILLS STANDARD:==================================== ================================== PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: TO KNOW ALL EQUIPMENT A V AILABLESTANDARD:==================================== ================================== PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: FAMILIARITY WITH WEEKLY ACTIVITIES PROGRAMMESTANDARD:==================================== ==================================PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: KNOWLEDGE OF TYPES OF AEROBICS OFFEREDSTANDARD:==================================== ==================================PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: TOUR DESK ATTENDANTHEAD: G.M. APPROV AL: DATE:TASK: SAFETY PROCEDURES AND FIRST AIDSTANDARD: IT IS VITAL THAT ALLSTAFF KNOW HOW TOIMPLEMENT SAFETYPROCEDURES AND FIRSTAID QUICKLY ANDEXECUTIVELY.==================================== ================================== PROCEDURE:The personnel Department will be arranging Safety procedure training and a first aid certification course.。

精品文档精心整理
酒店消防送排风紧急启动和运行程序
1) 发生火灾时，须饭店总值班或消防控制中心根据火势情况发出指令，在中控室启动相应的正压送风机及排烟风机。

2) 调专业当班人员必要时配合中控核对送排风机(风机控制区域及风机编号)，根据现场火势情况确保人身安全的前提下，对运行的送排风机及送排风口进行巡查，当发现异常时，立即报中控室，同时采取一切紧急处理措施，使消防送排风恢复正常。

3) 避免火势的漫延，空调专业当班人员在情况允许的情况下关闭火灾现场空调机组，和新风机组。

4) 未解除火灾警报或未下达关闭消防送排风机指令时，任何人员不得随意开关消防风机。

5) 灾解除后，空调专业人员与保安部人员共同恢复消防送排风系统，使其处于正常准运行状态。

POLICY AND PROCEDURESSecurityDIVISION : RMS DEPARTMENT :SecurityCODE : 04 –10 –016 DATE : 29. 09. 92APPROVED BY : MD REVISION :SUBJECT: Robbery and burglaryPOLICYTo ensure that security staff know the procedures which best ensurethat they are at the scene of the crime as soon as possible, knowingtheir responsibilities and duties upon arriving.PURPOSETo have clear guidelines as to what the sequence of events should bein the event of such an event.PROCEDUREGolden Rules: -While encoungering any robbery or burglary cases, the main duty forthe staff is to protect their own life only. It is unnecessary forthe staff to fight with the robbers unless they are in positionsafely..Try to memorize the characteristics of the robbers. (e. g. build, age,height, nationality, sex, characteristics, weappons, no, of robbers, and the direction and transportation for escape)If possible, try to call operator for notifying the G.M.,A.M., Security and the concerning Depts at once.When the security team receives the call and confirms the robbery is still in progess, the control room staff must try to use the C.C.T.V. for recording the faces and the escort route of the robbers. Other security staff must rush to the scene from at least 2 channels. They have to cordon off the scene so as to minimize the unnecessary fright and injury of the guests.The security must call the police at once and then inform the bell boy who should direct the police to the scene and try to prohibit the press entering the hotel premises.Pag e 1 of 2POLICY AND PROCEDURESSecuritySUBJECT : Robbery and burglaryCODE : 04 –10 –016When the security team receives the call and confirms the robbers have left, they must rush to the scene and cordon off the scene. Also, they must ensure nobody can approach the scene thereforeevidence and/or finger prints cannot be destroyed.The concerned parties must stay in the hotel for the investigation by the police and security.For any injuries, first –aid treatment must be available, depending on the policy of Injury.Pag e 2 of 2希望以上资料对你有所帮助，附励志名言3条：1、生命对某些人来说是美丽的，这些人的一生都为某个目标而奋斗。

STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: PATROLLNGSTANDARD: A) Patrolling of the hotel by a security officer must be of such samanner that his presence is not felt by others.B) Each patrol of the entire hotel will cover a Period of one houron rotation with the officer at the control center. PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HOW TO USE THE POCKET DIARY/OCCURRENCE BOOK AT CONTROL CENTRESTANDARD: A) All movements to be recorded Lecture (date, time, loction).B) Records must be maintained on all incidents major/minor encountered.C) These booklets must be maintained neatly forinspection by CSO/ACSO.D) Records are to be kept for a period of I Yr before it is disposed.========================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HOW TO USE THE POCKET DIARY/OCCURRENCE BOOK AT CONTROL CENTRESTANDAERD: A) An intruder on the guest room floors must beattended to immediately.B)The approach must be polite and firm.========================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: MAINTAINING EMPLOYEE-SECURITY RELATIONSHIP STANDAERD: A) All employees must be treated Lecture with respectB) Every effort must be made to gain their confidence.C) Employees must feel that security is always thereto help them.PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: INVESTIGATING A CASE OF THEFT IN THE GUEST ROOM STANDAERD: A) Attend to the incidentB) Attend to the guest with decorum: Polite helpfulC) Complete an accurate report.========================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: ATTENDING TO A DRUNK HOUSE GUEST/UNRULY PERSON/SSTANDAERD: A) Attend to the incident immediately.B) Approach with decorum: polite and helpful but firm. ========================================================== ========PROCEDURESTANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HANDLING PERSONS TRAPPED INSIDE A LIFT STANDAERD: A) Persons trapped inside a lift usually feel “entrapped. ========================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HANDLING A CASE DRUG CONSUMOTION/POSSESSION STANDAERD: A) The consumption /possession of drugs within thehotel is unlawful and against hotel policy.B) GM/RM must be informed of the matter immediately. ========================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HANDLING VANDALSSTANDAERD: A) All vandals must be handled politely and firmly be it guest, staff, or visitor.B) A detailed incident report must be filed.============================================================== ========PROCEDURE:STANDARDS AND PROCEDURESKEPAETMENT: SRCURITY JOB CATEGORY: SECURITY OFFICER HEAD: G .M. APPROVAL: DATE:TASK: HANDLING A CASE OF MOLESTINGSTANDAERD: A) Attend to the incident immediately.B) Handle the victim tactfully and the culprit politely but firmly.C) Assess and call the police and ambulance.D) Notify the GM/RM.E) Put up an incident report.============================================================== ========PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD: G. M. APPROVAL: DATE:TASK: HANDLING A CASE OF DEATH IN THE HOTEL STANDARD: A) Attend immediately to the incident.B) All staff are not allowed to discuss or talk to anyone aboutthe incident or make any press statement.C) Inform the police.D) Notify GM / RM immediately.PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICER HEAD: G. M. APPROVAL: DATE:TASK: HANDLING A SUICIDE ATEMPTSTANDARD: A) This is a very serious and dangerous situation.B) Proceed to the scene immediately.C) Keep others off the area.D) If appropriate, engage the subject in a calmingconversation.PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICER HEAD: G. M. APPROVAL: DATE:TASK: HANDLING STAFF CHECK IN / OUT THE HOTEL STAFF ENTRANCESTANDARD: A) Employee’s baggage will be checked at the hotel staff entrance.B) Employees are to be treated politely and with respect. PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICER HEAD: J. BUTLER G. M. APPROVAL: DATE:TASK: TRANSFER AND ESCORT OF FUNDSSTANDARD: A) A security escort should always accompany cashiers transferring funds.B) At no time should the cashier transfer cash without asecurity escort.PROCEDURE:内容总结。

ENGINEERINGJOB CATEGORY WINNER GROUNDSMAN SHERA TON FIJI RESORT TASKSPEST CONTROLLOG BOOK CHECKINGSHIFT CONTROLHANDLING DISCREPANCIES FROM STANDARDCHECKING MAINTENANCE SCHEDULES AND ASSIGNING SHTTING UP A MAINTENANCE PROGRAMMEENSURE WORKSHOP，AND MACHINERY CLEANING INVENTORY SPARE PARTS，MATERIALS AND TOOLS ASSIGNING MAINTRNANCE REQUESSTSINSPECTING COMPLETE AND WORK –IN PROGRESSWRITING REPORTSTIME AND MOTION STUDIESDEPARTMENT ：REPAIRS AND MAINT . JOB CATEGORY ：FOREMANHEAD CHIEF ENGINEER G.M. APPROV AL ：DATE ：TASK: PEST CONTROLSTANDARD ：PEDUCE AND CONTROL HARBOURAGE AREAS AND FOOD SUPPLIES FOR PESTS，TO THE ABSOLUTE MINIMUM。

======================================================================PROCEDURE ：As per control companies training and procedure.DEPARTMENT ：REPAIRS AND MAINT . JOB CATEGORY ：FOREMANHEAD: CHIEF ENGINEER G. M. APPROV AL ：DA TE ：TASK: LOG BOOK CHECKINGSTANDARD ：LOG BOOKS ARE CHECKED AND SIGNED OFF AT THE START OF EACCH SHIFT======================================================================PROCEDURE ：The reason for using log books is so information can be chronologically recorded and relevant information passed on from shift to shift.At he begnning of each shift the foreman is to read the previous shifts notes to check for any work that may be required to be carried out of any relevant information. After reading, the Foreman is to sign below the last entry in the book.The Foreman will then sign open the log book for his shift in the following format.SHIFT: 0800 – 1430 or 1400 to 0003 or 0000 to 0830.NAME: (Self Explanatory) SIGNATURE: (Self Explanatory)PAGER NO:STAFF ON SHIFT: e. g. foe (pager NO.), Steve (Pager NO.).TIME: (Use 24 hours clock)DEPARTMENT ：REPAIRS AND MAINT . JOB CATEGORY ：FOREMANHEAD :CHIEF ENGINEER G.M. APPROV AL ：DATE ：TASK : SHIFT CONTROLSTANDARD ：ALL FOREMAN WILL UNDERSTAND THEIR SHIFT RESPONSIBILLITIES.======================================================================PROCEDURE ：One of the following Foreman are rostered in to every shift:a)Electricalb)Refrigeration and Air Conditioningc)Plumberd)MechanicIn the absence of the Chief Engineer and Assistant Chief Engineer the Duty Foreman will be responsible for the Department. This includes:a)Assigning work to staffb)Ensure staff are working to standardsc)Fire officerd)Liaising with other departmentse)Handling emergencyf)Issuing tools and stores and recordingg)Receiving telephone callsh)Completing own work loadi)Communicating with chief or Assistant if necessaryj)Filling in log booksk)Ensure staff are on time and in correct uniformDEPARTMENT ：JOB CATEGORY ：REPAIRS AND MAINT FOREMAN/HEAD GROUNDSMANHEAD ：CHIEF ENGINEER G. M. APPROV AL ：DATE ：TASK HANDLING DISCREPANCIES FROM STANDARDSTANDARD ：CONSTRUCTIVEL Y HANDLE DISCREPANCIES FROM STANDARD WITH RESPONSIBLE EMPLOYES..======================================================================PROCEDURE ：The standards that have been set are the minimum standards each employee is to achieve, it is the job of the Supervisor to ensure the standards are met and maintained.If an employee fails to meet the standards, first of all ensure that they are aware of what is expected. Ask them if they feel that what they have done meets the standard, stand back and listen, it is best if they realise the downfall themselves and critique their own performance.If an employee does not realise what the discrepancies are, point it out to him and ask how it can be improved on, try and get him to find his own answer and/or better way of achieving the objective. If this is not forthcoming explain what was to be done and if necessary show him by example.When the work is completed satisfactorily to standard, go back over the job and point out the advantage of doing it correctly, and praise him for achieving the standard.Continuous repeating of below standard work is to be reported to the Chief Engineer or Assistant Chief Engineer.DEPARTMENT ：JOB CATEGORY ：REPAIRS AND MAINT。

Policies & ProceduresDIVISION : RMS DEPARTMENT : Security CODE : DATE :APPROVED : MD REVISION :SUBJECT : Evacuation proceduresPOLICY / PURPOSETo ensure the safe and orderly evacuation of all guests and employees.PROCEDURE1.The decision to evacuate the hotel or a portion of the hotel will be made by the HotelManager, the Assistant Manager ( CFW ) or the Fire Brigade.2.Fire evacuation must proceed without the use of lifts.3.Once the existence of a fire has been determined and if evacuation is required the Chief FireWarden contacts the Operator and states the levels to be evacuated and / or the location of the fire.4.The Operator contacts the Fire Brigade and then calls or pages, the Liaison Officer, FloorWardens, Search Officer, and Bell Captain to assemble at the bell desk. The Operator will then play tape or broadcast message as instructed.5.The Liaison Officer accounts for and records all Floor Wardens and Search and EscortOfficers.6.The Liaison Officer locks off lifts at ground floor and issues two way radios, emergencykeys, chalk, and torches.7.The fire team (Floor Warden, 3 Search Officers, 2 Escort Officers, Fire Crew, and LiftOperator) takes the fire service lift to level below that of the fire and proceeds via the stairwell to the reported location.ROOMS DIVISIONPage 1 of 12Policies & Procedures8.The fire team reports to the CFW and on direction commenceEvacuation procedures.ROOMS DIVISIONPage 2 of 12Policies & ProceduresSUBJECT : Evacuation proceduresCODE :9.Working in teams of two , Search Officers check all guest rooms and mark the door toindicate that the room has been checked :INOUTA single chalk mark indicates searches in roomA cross indicates searcher is out10.The Floor Warden reports section clear to the CFW.11.The Fire team then proceeds to the assembly area.INDIVIDUAL PROCEDURESChief Fire Warden ( CFW )The CFW will take overall control until the fire brigade arrives. All management and employees will respond as directed by the CFW in a calm and efficient manner.The CFW will carry out the following procedure :1.Upon notification of the fire alarm proceed to the floor location with the InvestigationOfficer ( IO ). Ensure that a 1.5 kg extinguisher & torch is collected and carried to the scene.2.Acknowledge the alarm and note the location as identified by the fire panel.3.Proceed to location with the IO and determine whether or not there is a fire.4.In case of a false alarm, inform the Telephone Operator and Liaison Officer ( LO ).HOTEL – ROOMS DIVISIONPage 3 of 12Policies & Procedures5. Where a fire has been identified sound the nearest “break glass” alarm, request the operator to inform the fire brigade and to activate the group paging list as per theROOMS DIVISIONPage 4 of 12Policies & ProceduresSUBJECT : Evacuation proceduresCODE :“Communication List for Emergency”. The LO is then notified on extension “6345” . The CFW should advise both parties of the location and extent of the fire, and the level of evacuation required.6.If evacuation is required, meet the Floor Warden ( FW ) and Search and Escort Officers asthey arrive on the scene.7.Direct the evacuation procedure ensuring guest proceed via the fire exit to the assemblypoint, i.e. outside the Entrance of the Allied Kajima Building on Gloucester Road.8.Once the evacuation is complete ensure all members of the fire team depart the hotel.Inform the Telephone Operator and Liaison Officer to evacuate if required, then proceed to the assembly point.INVESTIGATION OFFICER ( IO )The IO is responsible for assisting the CFW in performing all duties to ensure the safety of hotel guests and employees. In addition if safe to do so the IO will extinguish the fire.The IO will carry out the following procedure:1.Upon notification of the fire alarm proceed to the floor location with the CFW. Ensure that a1.5 kg extinguisher and a torch is collected and carried to the scene.2.Proceed with the CFW to investigate the location as identified by the fire panel. Determinethe nature of the alarm.3.In the case of a false alarm, under the direction of the CFW, reset the alarm pane.4.In case of a fire sound the nearest “ Break Glass Alarm”, and ensure the CFW is able toinform all parties.5.Ensure the safety of guests in the immediate area and then put out fire if safe to do so. ROOMS DIVISIONPage 5 of 12Policies & Procedures6.If evacuation is required assume leadership of the fire crew, and await assisting officer.ROOMS DIVISIONPage 6 of 12Policies & ProceduresSUBJECT : Evacuation proceduresCODE :7.Proceed, with containing the Fire, assisting Floor Wardens, until all guests and employeesare evacuated.8.Evacuate to the assembly point.LIAISON OFFICER ( LO )The LO will control the lobby area, the passing of information to guests, the dispatch of the Floor Warsens, Search and Escort Officers to the scene and the greeting and directing of the Hong Kong Fire Brigade.1.Upon notification of the fire alarm proceed to the bell desk and await furthercommunication from the CFW.2.If advised of false alarm note incident in the security log book, recording time, locationand cause of incident.3.If advised of fire assemble equipment required for fire team, i.e. two way radios, chalk,torches and emergency keys.4.An account for all Floor Wardens and Search and Escort Officers. Direct to area to beevacuated.5.An account of all member of the Fire Team is to be maintained at all times, noting namesand areas to which each person has been directed.6.Await the Hong Kong Fire Brigade and brief them on all aspects. Note the location, size ,type and any other relevant information that has been communicated on the fire. Maintain communication via two way radio with the Floor Wardens.7.Control the evacuation of all personnel from the lobby.8.Once advised by the CFW , evacuate the hotel and proceed to the assembly point.ROOMS DIVISIONPage 7 of 12Policies & ProceduresSUBJECT : Evacuation proceduresCODE :FLOOR W ARDEN ( FL )Under the direction of the Chief Fire Warden ( CFW ) , the Floor Warden will oversee the evacuation of a specific area of the hotel.1.Upon notification of a fire the FW will report to the Liaison Officer at the bell desk in thelobby.2.The FW will receive the necessary equipment, i.e. chalk, torches and two – day radios.3.The FW will then lead a team of three Search Officers and two Escort Officers to the scene.4.Report to the CFW and on direction commence evacuation.5.In teams of two the Search Officers / FW check all guest rooms and mark the door toindicate that the room has been checked :INOUTSingle chalk mark indicates searcher in room.Cross indicates searcher is out.6.Direct all guests to the nearest safe fire exit.7.Report your section clear to the CFW and take your team to the assembly area.8.Assist by isolating your group in the assembly area.SEARCH AND OFFICEThe Search and Escort Officers will search guest rooms and other facilities to ensure all guests and staff are accountedHOTEL – ROOMS DIVISIONPage 8 of 12Policies & ProceduresFor and the area is clear. They will work under the direction of the Floor Warden ( FW ).ROOMS DIVISIONPage 9 of 12Policies & ProceduresSUBJECT : Evacuation proceduresCODE :1.Upon notification of a fire report to the Liaison Officer at the bell desk in the lobby.2.Under the direction of the FW proceed to the area of evacuation. Remember to always keepa safe escape route.3.In teams of two the Search Officers will proceed with the search as per training , and markeach door to indicate clear or otherwise :INOUTSingle chalk mark indicates searcher in room.Cross indicates searcher is out.4.Escort Officers will locate themselves in front of a safe fire exit and other conspicuouspositions, so as to assist guests to move to the assembly point.5.Special attention must be given to handicapped guest’s rooms.6.Reassure and comfort the elderly, children, women, and any distraught guests.7.Do not enter smoke filled rooms without proper breathing apparatus. If you know a guest isin the room and you are capable of entering, rescuing the guest and exiting without inhaling then proceed. Work in a minimum team of 2.8.Before entering a room, Search Officers should touch the door handle with the back of theirhand to ensure it is not “alive” electrically and to check the door for heat.9.Upon completion of the evacuation report to the FW and proceed to the assembly point.Remain in a group with the FW at all times, so as to be accounted for.ROOMS DIVISIONPage 10 of 12EMERGENCY MANUALPolicies & ProceduresROOMS DIVISIONPage 11 of 12EMERGENCY MANUALPolicies & ProceduresSUBJECT : Evacuation proceduresCODE :COMMUNICATIONS OPERATOR (TELEPHONE OPERATOR)The Telephone Operator will act as the central communication point upon notification and a fire alarm.The Telephone Operator will carry out the following procedure:1.Upon receiving notice of a fire alarm the Telephone Operator will immediately page theChief Fire Warden (Assistant Manager ), Investigation Officer ( Duty Engineer ), Liaison Officer ( Security Officer ) and Duty Manager. Message will be as been shown in “Response to Fire Alarm” procedure.2.If advised of a false alarm display the message, type and extent of the fire and the level ofevacuation required.3.If advised of a fire, obtain the location, type and extend of the fire and the level ofevacuation required.4.First call the Hong Kong Fire Brigade and advice of the fire. Give all details obtained tothe Fire Brigade.5.Page or call Floor Brigade and advice of the fire. Give all details obtained to the FireBrigade.6.Page all personnel as listed on the “Communication List for Emergency” to assemble at thebell desk.7.Play tape or broadcast message as instructed by the Chief Fire Warden.8.In the event of an evacuation notify the Ambulance Station and the Hotel Doctor.9.Telephone guests in area of fire and direct to them to proceed to a safe fire exit.ROOMS DIVISIONPage 12 of 12。

国际著名酒店安全部程序CashvaluableitemescortSecurityDIVISION : RMS DEPARTMENT : Security CODE : 04 – 10 – 026 DA TE : 29. 09. 92. APPROVED by : MD REVISION :SUBJECT : Cash / valuable item escortPOLICYIt is a policy of this hotel that all the cash and valuable items are escorted in a safe and secure way. PURPOSEThe purpose of this policy is to ensure that the concerned parties escort in a safe way; and the escort is up to the insurance companies standard.PROCEDUREHotel Security Team Escort: -All items must be packed properly before being escorted.The security should bring along walkie talkies and should check the items are packed is the right way. ( Items should be packed thoroughly ). Also, the escorted items must be carried by the staff if the security personnel cannot give assistance.Under the process of escort, the staff with the escorted items should be walking in front, and the security personnel must follow behind.The security must escort the items until reaching the destination safely. Then, the staff should check the items, correctly.The security must record the name of staff, details of items, and the escort route in the Occurrence Book.In case the escort is outside the hotel premises, Chief of Security must be informed. If possible, a hotel vehicle or taxi can be used for escorting.Page 1 of 2POLICY AND PROCEDURESSecuritySUBJECT : Cash / valuable item escortCODE : 04 – 10 – 026Escort by another security company : -In case some particular items must be escorted by another Security Company, the Chief of Security should be notified beforehand. In particular, when there is any armed guard or escort vehicles entering the hotel premises, the Chief of Security must be informed with detailed information.All the security guards must be registered in the hotel staff entrance and their Company I . D . cards must be checked.If necessary, Security teams can block the lift for escorting purposes.In case of robbery, the main duty of the Security and staff is to protect their own life and try to memorize the characteristics and the escape route of the robbers.Page 2 of 2。

著名国际酒店安全部程序2SECURITY2140 DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK: CONTROL BACK OF HOUSE VISITOR ENTRYSTANDARD: No visitor to any back of house area will be allowed to proceed without first being issued a Visitors Pass and the recording of all relevant details.PROCEDURE:ISSUING1.The log sheets are to complied daily and when each sheet is full passed to the C . O . S . forreview.2.Enter date3.Enter time of arrival ( Use 24 hr clock )4.Enter pass number to be issued5.Persons printed surname6.Persons company or address (Printed )7.Enter person to be visited or area8.Have visitor sign for pass ( Normal signature )9.Security Officer is to witness entry and issue badgeVISITORS ARE TO BE ADVISED THAT THE I . D . CARD MUST BE WORN A T ALL TIMES WHEN IN THE. BUILDING AND RETURNED TO THE SECURITY OFFICE ON LEA VING THE BUILDINGRETURN1.Enter time of leaving ( 24 hrs clock )2.Enter pass number ( be sure it corresponds to issued number )3.Enter time of departure4.Have visitor sign out5.Witness entry and return of passDEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD: G. M. APPROV AL: DATE:TASK: CONTROL BACK OF HOUSE VISITOR ENTRYSTANDARD: No visitor to any back of house area will be allowed to proceed without first being issued a Visitors Pass and the recording of all relevant details.PROCEDURE:1.Instruction given by the C .O .S.2.Inspection of property. By C .O .S. Highlighting all Safety, Security and Fire PreventionFeatures.3.Instruction in the operating hours , capacity and exits of all outlets4.Instruction as to how the method was decided5.Instruction in the Security Officers duties in the event of all emergencies6.Instruction in all Staff duties in the event of all emergency situations7.Review of emergency procedures by written examination8.Review of Emergency procedures through example / drillsDEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK: FIRST AID TRAINEDSTANDARD: Security Officers will be certified by an authorizing body in first Aid.PROCEDURE:All Security Officers will attend first Aid courses relevant to master the necessary skills to attend to injured. At selected times, all Security Officers will attend refresher courses to remain current and certified.DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK: USE OF THE PAGING SYSTEMSTANDARD:Every Security Officer will be proficient in the operation of the hotels paging system and be able to instruct others in its use.PROCEDURE:1.Receive instruction in the pagers use from the C . O .S .2.Under instruction operate the pager3.Pick up telephone receiver and dial 8 (This will enter you into the paging system).4.Listen to establish if paging system is clear ( a constant tone will be heard ).5.If clear, enter the pager number required e.g. , 147.6.Enter 2 (This denotes the number of activation beeps the pager will receive).7.Dial 0 (This is necessary to ensure the pager is activated).8.Enter your extension number.Pager sequence will be 8 - 147 – 2 – 0 – extension number.9.If sequences is entered correctly, a continuous tone will be heard from the receiver. Hang upand wait for return call.ENGAGED PAGING SYSTEMOn entering 8 listen for a continuous tone, if the tone is beep this indicates the paging system is in use.Terminate attempt and wait 60 seconds and repeat process.PROCEDURES: (continued)TESTING OF PAGER1.Turn pager button on side of body up one notch.2.If operating a continuous tone will be heard.3.If no tone the batteries may need replacing or the pager is faulty. ( Replace batteries ir hand toEngineering for repair )TO GROUP PAGE1.Enter 82.Enter 100 (This activates all pagers on the system).3.STANDARDS AND PROCEDURESDEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK: CORRECT USE OF THE H.T. 90 TRANSMITTER/RECEIVERSTANDARD: Every Security Officer will be proficient in the operation and basic maintenance of the H.T. 90 in use in this hotel.PROCEDURE:C.O.S will instruct all Security Officers in the use bf the radio and it’s features.1.The Body Unit.2.The Ariel3.The Squelch4.The channel selector5.The on/off control6.Battery charging unit.After the demonstration, the Security Officer will be able to explain all features of the units features and recharging process and make effective use of the handset.Operation1.Ensure Radio channel is set to 12.Squelch button is to be set in the low portion of the dial3.Turn radio on by turning button in. a clockwise direction4.Adjust volume to 3/4 on set5.Depress the grey pressure switch located on the side of the radio and transmit the spokencall signMessage must be received clearly through another set (if not check channel selector and squelch)PROCEDURES:(continued)Charging procedureAt the end of every 16 hrs of use1.Take radios from their protective cases2.Ensure the units , are switched off3.Turn on charging unit4.Place radio in the charging bunit bracket5.Ensure Radio is in contact with the base of the charging unit to effectively charge. Leavecharging radio in unit for 8 hrs then remove6. A red light will activate on the base of the charger if 4 is done correctlyCommunication ProcedureTransmitting-“Sheraton Darwin One to Sheraton Darwin Control Over”Receiving-“Sheraton One message ends out”End of Message-“Sheraton One message ends out”-“Sheraton Darwin control message understood out”STANDARDS AND PROCEDURESDEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK: CORRECT USE OF THE B. C. F. / DRY CHEMICAL EXTINGUISHERSTANDARD: Security Officers will be proficient in the use of all types of extinguishers in use in the hotel.PROCEDURE:B. C. F. / Dry Chemical1.Detach from mount on wall2.Check if pressure gage is registering full3.Insert finger in safety-pin and pull until wire is broken.4.Detach hose and nozzle from body.5.With one hand aim hose at base of fire.6.With the other hand grip plunger handle and sweep.7.With extinguisher operating sweep from side, to side over fire.8.Continue operation till fire is extinguished or extinguisher is depleted.B. C. F. PISTOL GRIP1.Detach spring loaded clip from body of extinguisher and detach from wall2.Check if red disc is still in place ( This will inform you that the extinguisher is charged, ifgone it has been used ).3.Grip the black head of the extinguisher like a pistol and gently depress the trigger. This willensure that the safety disc is released from the extinguisher.4.With one hand holding the body of the extinguisher and the other hand holding the trigger,aim at the base of the fire.5.Depress the extinguisher to activate the extinguisher.6.Sweep the extinguisher from side to side ensuring the flames are fully covered.PROCEDURES: (continued)7.Continued the motion until the extinguisher is empty.Life expectancy of these types of extinguisher can vary but a norm would be 20 – 25 seconds in the larger types and 10 – 12 seconds in the smaller. The reason this types of extinguishers are used is there versatility in that they can be used to extinguish all types of fires. Security officers after instruction will know how to instruct staff in the use of these extinguishers.STANDARDS AND PROCEDURESDEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK: OPERATION OF FIRE HOSESTANDARD: The Security Officer will be familiar with the features operation of the fire hose system, and be able to instruct staff in their correct use.PROCEDURE:Background information:The hoses in this property are all 35 metres in length. 37 being situated around the property. All are situated in such a away as to overlap, thus allowing two hoses to be brought to bear on a fire. With the hose at maximum pressure, a water stream of 18 metres can be directed at the fire. The nozzle type is adjustable to be able to spread a fog pattern on a smouldering fire and thereby cause less water damage.Hose OperationA.Open door of fire cabinetB.Locate water valve and : turn in an auti – clockwise directionC.Continue with anti – clockwise motion onto the water valve to fully charge the hose.D.Run out hose to fire site.E.Visually check hose for leaks.F.Hold hose and nozzle in both hands and aim at the base of the fire.G.With one hand open the nozzle in a clock – work motion.H.If the Fog / Spray pattern is required continue with the clockwise opening motion on thenozzle until the thread is completely open.I.When the fire is extinguished return hose to cabinet following reverse sequence H – A .STANDARDS AND PROCEDURESDEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD: G. M. APPROV AL: DATE:TASK: CONDUCT THE FIRE HOSE MAINTENANCE PROGRAMSTANDARD: On a regular basis as prescribed by Hotel Policy and A. S .A .Standards check all hose ReelsPROCEDURE:1.The Security Officer will use the attached forms and record any defects found.2.These items will be logged in the Maintenance records.3.Any defects will be reported to Engineering via M. R.4.When the M. R .is returned as completed the item is to be checked immediately to ensurewithin A. S. A. standard.The recording sheets will be compiled correctly and kept on file for a period of six years.STANDARDS AND PROCEDURESDEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD: J . BUTLER G. M. APPROV AL: DATE:TASK : EFFICIENT OPERATION OF THE ELEV ATOR IN THE EVENT OF A FIRESTANDARD:All Security Officers , when required, will be able to effectively operate all elevators in event of a Fire Emergency and when required have all elevatorsde-activated except for Fire Brigade usage.PROCEDURE:Elevator override facility1.Place Tok 5 key into key lock marked Fire Service.2.Turn key to park – This will deactivate elevator.3.To operate without interruption, turn key to the right and hold.4.Select floor.5.Doors will close and elevator will begin to move.6.Release key from the hold position.7.Elevator will immediately proceed to the required floor without stopping.8.On arrival at floor, turn key to park position – Elevator will remain at floor.9.To return to normal operation, turn key to norm position and remove from key hole.Return all Elevators to the Ground floor in the case of Fire1.Proceed to service Elevators ground floor.2.Place Took 5 key into key hole beside Elevator 4.3.Turn key fully to the right.4.All elevators will return to the ground floor for Fire Brigade use.5.Remove Key from Key hole – Elevators can now only be operated individually in overridemode with a key.DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK: CONDUCT RANDOM BUT REGULAR FIRE / SAFETY AND SECURITY PATROLSSTANDARD:The Security Officer will undertake random but regular patrols of the hotel throughout the shift covering all internal and external areas. Though random innature at least eight full patrols will be done each shift.PROCEDURE:When conducting a patrol, the following items will receive prompt attention:--Unattended Trellises-Keys left in doors-Staff in rooms with doors closed-Fire Appliance present and operable-Suspicious persons lingering in building-Service areas on the floors left unsecured-Combustible materials in the area-Room Service trays not collected from hallways-Unlocked guest rooms-Keys in doors-Items that may be foreign to the hotel that may be a bomb-Safety hazards-Unauthorized staff in AreasAll occurrences will be logged and if possible rectified as soon as possible.DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK:OPEN AND CLOSE POOL AT PRESCRIBED HOURS FOR THE USE OF HOTEL GUESTSSTANDARD: Each day at the laid down times, the Security Officer will open and close the pool area.PROCEDURE:Opening: Daily 0600 hrs1.Proceed to the 10th floor.2.Select G. M. K. B. from Security Officers ring.3.Place key in door lock at base of glass doors.4.Turn to open.5.Remove key and place in lock of opposite door.6.Repeat step 4.Closing: Daily at 18:00 hrs1.Advise all guests still swimming that the Pool doors are about to be locked and they can exitthe pool area via the Gym.2.Proceed with steps 3 – 6DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK:CLEAN UP POOL AREA DURING PERIODS WHEN THE POOL A TT. IS NOTA V AILABLESTANDARD:Daily, the Security officer will on opening the Pool Area and up till 10:00 hrs.ensure the area is tidy. At Close of operations 18:00 hrs. And till 22:00 hrs.Periodically check the Pool Area to ensure its cleanlinessPROCEDURE:11 of the above and close all Pool Umbrellas.DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICER HEAD:G. M. APPROV AL: DATE:TASK: OPEN AND CLOSE GYMSTANDARD: Security Officers will daily open and close the Gym at prescribed hours.PROCEDURE:Opening 06:00 hrs.1.Proceed to the 10th floor.ing key marked Gym open and lock deadbolt.3.Check area for cleanliness.4.Check change Rooms.5.Unlock Gym Bar Bells.6.Visual check of Gym equipment to ensure operating correctly.Closing 22:00 hrs.1.Secure Sliding door to pool if unlocked.2.Check area for cleanliness.3.Check Change Rooms.4.Secure Barbells.5.Check equipment is operational.6.Turn out lights and T. V. if on.7.Release deadbolt from hold back position and secure area.DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK: OPEN AND CLOSE MITCHELLS ENTRANCESTANDARD:Security Officer will open and close Mitchells entrance daily at the prescribed times for the use of the guests and patronsPROCEDURE:Morning 0 .630 hrs.Proceed to rear entrance of MitchellsOpen door and secure on electromagnet hold fastEnsure magnet is operating.Evening 10:45 hrs.Proceed to Mitchells rear EntranceCheck entry area for undesirables and ensure they are removedPress red button on electromagnet that holds doorPROCEDURES: (continued)Door will releaseCheck door is secured and lockedIn the event of a Fire Alarm within the buildingThe door will automatically release from the hold back electromagnet and close.Security officers will check to ensure the door is reopened and held back by the electromagnet after it is established that the alarm is a false alarm.DEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK: OPEN AND CLOSE STAFF ENTRANCESTANDARD: At the prescribed times, the Security Officer will open and close the Staff Entrance daily.PROCEDURE:Opening 06.00 hrs.1.Proceed to the loading Dock2.Select key from Security Officers Ring3.Open PadlockClosing 18:00 hrs.After hours DeliveriesShould it be necessary to accept after hours deliveries1.Proceed to the loading dock2.Open Roller Doors3.Check delivery4.Sign any necessary paper work5.Contact necessary department for storage purposes6.Pass completed paper work to Receiver as soon as possibleDEPARTMENT: SECURITY JOB CATEGORY: SECURITY OFFICERHEAD:G. M. APPROV AL: DATE:TASK: OPERATE THE C. C. T. V. SYSTEMSTANDARD: Security Officers will be able to effectively operate the C. C. T. V. in all its modes.PROCEDURE:The C. C. T. V. is made up of three cameras and two monitorsCamera locations – Staff EntranceOverlooking stainless steel doors to back of house in lobbyOver Front Desk (Reception)Turn on monitors1.Depress power switch if operating a picture will appear and a small L. E. D. will illuminate.2.National Monitora.Has four press touch switches for the selection of individual cameras and sequent mode,when a particular mode or camera is selected a green L. E. D. is activated.b. The monitor is also equipped with four dials Mode on off standby time adjustment 1 sec. –1 min.ContrastBrightness。

国际著名酒店娱乐部程序(英文)17ACTIVITIES DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANTHEAD: G. M. APPROV AL: DATE:TASK: KNOWING HOW TO TEACH AND GIVE INSTRUCTION TO SMALL AND LARGE GROUPSSTANDARD: ALL STAFF MUST BE ABLE TO TEACH AND GIVE INSTRUCTION EFFECTIVEL YPROCEDURE:When giving group or individual instruction at Sheraton – the following guidelines must be taken into consideration:1.Instruction must be given clearly and in a loud voice enabling all pupils to hear.2.The instructor must maintain eye contact with the whole group to ensure a relationship isestablished.3.The content of the lecture should be simple yet interesting.4.The aims should be attainable, yet challenging.5.The teaching should progress in stages, and there should be a improvement through thosestages.6.The use of pupil participation must be brought into the lesson. Also a demonstration, whereuseful, may be use.7.An effective way of testing for results should be stet.8. A concise and simple summary must end each instruction period, and a conclusion. Theremust be a clear beginning and an end.9.Things to avoid.PROCEDURE: (continued)Do not dwell on any one part of the lesson too long.Do not encourage one pupil more than the others.Do not progress too rapidly.Do not be over familiar with guests.Do not speak too quickly or softly.10.Above all, make any instruction fun and enjoyable and always highlight any achievement,however small.STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: HOW TO TEACH CHILDRENSTANDARD: ALL STAFF MUST HA VE THE ABILITY TO RELATE TO CHILDREN AND TEACH THEM EFFECTIVEL YPROCEDURE:Taking into consideration the main guidelines for teaching already given, children’s lessons must be prepared and carried out with other points in mind.-Children’s attention span is shorter, so make instruction periods more concise.- A stress must be placed on fun learning.-Games and competitions are to be used but not at the expense of having winners and losers.-The instructor should be enthusiastic and friendly.-Children will often identify with an instructor and become familiar and relaxed with him. This will help instruction and should be encouraged.-Informality is to be emphasised.-The ages of children are a factor, and this is to be realised.-Children are often nervous and shy initially, in the company of other children, and this must be overcome.Children have a far greater capacity to learn then adults and the ability must be harnessed in instructional periods. In fun games and competitions, a maximum level of participation is to be encouraged, and a careful watch must discouraged or put off in any way.Teaching and organising children’s events can be very rewarding and fun –take great care in preparation.STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANTHEAD: G. M. APPROV AL: DATE:TASK: ORGANISING MINI-TOURNAMENTSSTANDARD: EACH MEMBER OF STAFF WILL KNOW THE DIFFERENT WAYS OF ORGANISING THE TOURNAMENTS AND WILL BE ABLE TO CARRYTHEM OUTPROCEDURE:The mini – tournaments to be offered will include:A scrabble tournament.Darts.Soccer.Petanque.Table tennis.Trivial Pursuit etc.Depending on the number of people participating, each tournament will have to have a different format for each eventuality. In general though, the event must be fun, must receive a definite beginning and end, and must be visibly scored. Some of the choices in each tournaments are as follows: -1.Scrabble –This event could be a knockout tournament with a draw made for who plays who. It could also be a team event with four or five in a team. Finally it could be a mass event with one group against another.2.Darts Tournament –This could be organised a number of ways. One way is to have all participants names at the top and one to ten written down the left hand side. Each person would then have ten goes at a maximum score. After each throw the score would be added to the last producing a continuous score system. After ten goes, the winner would be the one with the highest score. If too many people show up, this could be a good elimination system. Another way is to have a team event,a round the clock event or “301”.PROCEDURE: (continued)1.Soccer –This event should be easy enough to arrange into one game. If too many people show up, it can be a knock out tournament or such like.2.Petanque –This event could take many forms. It is played in the same way as bowls, but instead of rolling the balls, they are thrown underarm. To create an atmosphere, the attendant could get some fresh music on a tape, and could wear a french outfit with beret. Bread and cheese could also be made available.It could be organised in a knockout or team format such as team A against team B with individual matches bringing in team points.3.Table tennis –This could be organised similar to the others with team events in the case of lots of participants, or using a knockout or league system for less people. Games could be shortened if necessary to 10 or 15 points.4.Trivial Pursuit –Teams could be organised into tables and a number of rounds could be organised. For example.round 1 – questions to all.round 2 – team questions.round 3 – children’s questions.round 4 – female question/male question.round 5 – mastermind format.round 6 – final competitive round.Scores would be kept at all times and encouragement given.Each mini – tournament will be organised tightly and effectively with equipment ready beforehand, guests aware of the rules, and the competition being easy to follow. Care must be taken to prepare beforehand.STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: MANNING THE BEACH BURESTANDARD:PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: KNOWING THE VOUCHER AND CONTROL SYSTEMSSTANDARD:PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: PREPARATION OF EQUIPMENT FOR ACTIVITIESSTANDARD: EQUIPMENT MUST BE READY IN GOOD TIME FOR EACH ACTIVITY, PREPARED WELL ADV ANCE, AND LAID OUT NEATL Y.PROCEDURE:1.The equipment Supervisor should check the daily activities and special activities lists for theday.2.He should then make a note of all equipment needed, at what times, and where.3.He should then check all equipment needed for that day and ensure that there are no breakagesreported or loss of equipment which could affect the activity.4.It is then the equipment supervisor’s job to get the appropriate equipment, with the help of thebeach attendants, to the appropriate area in good time for each activity.5.When arranging any equipment, for example, aerobics in the ballroom, equipment must belaid out in a nice manner. This may involve spreading out mats, placing tapes and cassette in the room etc. The importance of a guest’s first impressions of an activity cannot be stressed too heavily.6.On completion of all activities, the equipment Supervisor should ensure the relevantequipment gets returned to the appropriate place. This can be done by telling the attendants to bring the equipment back or by checking personally. Either choice taken –the equipment supervisor is responsible for its safe return.STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: PREPARATION FOR LOCAL THEME ACTIVITIESSTANDARD:PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: PREPARATION OF VIDEO SHOW EQUIPMENTSTANDARD:PROCEDURE:STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: PREPARATION OF ICE CARVING AND FLAMBE DEMONSTRATIONS STANDARD:PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: KNOWLEDGE OF CHILDREN’S PROGRAMMESSTANDARD: ALL STAFF MUST KNOW THE CHILDREN’S ACTIVITIES, TIMES, AND FORMA T. THEY SHOULD BE ABLE TO HELP OR ORGANISE EACHACTIVITYPROCEDURE:ALL STAFF MUST KNOW –1.The programme’s form and duration, a handout will be given.2.The special activities programme and each activity – handouts again will be given.3.The number of attendants needed for each activity and the basic requirements of each task.4.The handouts will be kept and staff should learn what the activities mean and at what timeseach event will be held.5. A verbal test will be given.The daily activity list are non-changeable. The special activities lists may be changed at certain times.STANDARDS AND PROCEDURES DEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: ISSUE AND RECLAIM OF TOWELS FROM TOWEL BURE STANDARD:PROCEDURE:STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: CHILDREN’S TALENT SHOW, EVENT AND PREPARATIONSTANDARD: ALL STAFF SHOULD BE AW ARE OF THE FORMAT AND BE ABLE TO PRODUCE THE EVENTPROCEDURE:Preparation for the children’s talent show will be carried out in the children’s meeting at 8.30 a.m.9.15 a.m. Additional preparation time can be used during the Sunday Matinee movie at 4.30 to 6.00 p.m. The instructor must prepare the children in certain ways:-Give them confidence.-Promote a sense of fun.-He must give encouragement.-He should introduce practical ideas.-He should get fun names for each event.-Costumes when available, should be supplied.- A programme should be drawn up on the board.Ideas for acts: To compare the acts, one child will be chosen.6.One idea would be to invent a theme and make each act conform to it.7. A group song at the beginning or end of the show.8. A dancing act with just girls, then mimicked by the boys in their act.9.Juggling or a strong man act.10.A musical instrument being played.11.A mime to a song.12.An animal tamer – with children as the animals.13.A Meke with the children dressed as Fijians.PROCEDURE: (continued)14.A magic act/a poem.10.Any other ideas would be welcome.The preparation for each act would be assisted by the instructor who would make constructive suggestions. The equipment needed would make constructive suggestions. The equipment needed would vary on the number of participants, but would need to be prepared very carefully and meticulously.During the show the instructor should act as a ‘prompter’ and should take no visible part in the proceedings in between completing the introduction and rounding up with a conclusion.STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: CLEANING OF THE POOL AND POOL AREASTANDARD: POOL SHOULD BE SPARKLING, POOL AREA SHOULD BE SPOTLESS AND CLEANED TWICE DAIL Y. TRAINING WILL BE CARRIED OUT BY THEENGINEERING DEPARTMENT.PROCEDURE:POOL CLEANING1.The attendant operating the early will do the early pool cleaning as soon as he arrives at workand well before guests wake.2.Pools will then be cleaned according to engineering department directions using the watervacuum and surface cleaning equipment stored in the swim pool plant room.3.Back wash procedures will have to carried out.4.On completion equipments will be cleaned and stored neatly in the swim pool plant room.5.This process will be repeated each morning.POOL AREA CLEANING6.The attendant operating the early shift will begin the pool area cleaning after completion ofthe pool cleaning, and will be joined by another attendant at the beginning of the second shift.7.Equipment will be removed from the swim pool plant room.8.All litter will be picked up and stored in a portable bin.9.All lounge chairs will then be moved forward and the area behind them will be mopped usinga mop, brush, bucket and cleaning liquid.PROCEDURE: (continued)10.This area will then be rinsed using fresh water until no sign of cleaning liquid is visible.11.Chairs will then be cleaned using a detergent, bucket, and wet cloth. Top and bottoms will becleaned.12.Following this, chairs will be dried using a dry cloth and returned to original places.13.Then all other areas not impeded by the clean lounge chairs will be washed, again using mop,bucket, brush and cleaning liquid.14.This area will then be rinsed thoroughly and brushed until no sign of cleaning liquid is visible.10. Before putting equipment away both attendants will walk around doing a visual check forany places which were missed or any litter not removed. The pools will also be checked visibly.11.When satisfied that all is spotless, equipment is to be cleaned and stored back in the swimpool plant room.STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANTHEAD: G. M. APPROV AL: DATE:TASK: CARRYING OUT MISCELLANEOUS ACTIVITIESSTANDARD: ALL STAFF WILL BE FLEXIBLE ENOUGH TO CARRY OUT ACTIVITIES AT SHORT NOTICE –AND BRING IN SPECIAL SKILLS OF THEIR OWN –SUBJECT TO THE ACTIVITY DIRECTOR’S APPROV ALPROCEDURE:The activities presented in the daily programme and the special activities program and the special activities programme are often subject to change. Although many of the activities are permanent, others could be affected by bad weather, equipment failure or by there being lack of participants. In each eventuality, staff must have the ability to improvise.The activities substituted could be:-special interest events.-Theme events.-Group activities.-Convention requirements. or.-Wet weather events.Where an event is needed to substitute a programmed event, the Activities Director may ask any employee to improvise. Staff should prepare a list of activities and events he or she could carry out to cater for this possibility.Before bringing in any event which deviates from the programme the Activities Director is to receive the proposal and will then take the necessary action.STANDARDS AND PROCEDURESDEPARTMENT: ACTIVITIES JOB CATEGORY: BEACH A TTENDANT HEAD: G. M. APPROV AL: DATE:TASK: OPERATION OF CHASE BOATSTANDARD: THE EMPLOYEES WILL KNOW HOW TO MIX FUEL, HOW TO DRIVE THE BOA T, AND HOW TO MAKE A RESCUE.PROCEDURE:The chase boat is vital in the safety of all guest using equipment on the water. It is the only sure way of getting to guests in trouble – consequently it must be maintained thoroughly and used with great care.Safety operation and rescue procedures:1.Always ensure that the outboard is switched off and lifted up when coming in to the beach.2.When leaving the beach, ensure that the water is deep enough to lower the engine, and don’tstart until clear of the bottom. Paddle out if necessary.3.Only run the engine at 1/2 throttle, except in the event of an emergency. The boat is not a toyand must be treated with respect. Misuse could lead to suspension.4.Before going out in the boat, check the gas level, that oars and lifejackets are on board, thatthere is an anchor, and the boat is prepared (If in doubt consult the equipment supervisor).5.Do not overload the boat – the maximum allowance is five persons.6.When coming in to a dock, ensure that no guest has fingers or arms outside the boat, and thatfenders are out.7.Always lash the boat to a dock with a bow and stern line, or a bow and stern anchor.8.When making a rescue or coming up to a guest in the water, return the engine to neutral andturn it off. Only approach a person “bow first.”PROCEDURE: (continued)9.If approaching a windsurfer, approach bow first, turning engine off. Ensure that guest gets intothe boat and then lift or tow the board and rig into shore. If towed, only tow the board beside and not behind the boat. Always ensure that nothing is hanging over the back near the prop.For other safety suggestions consult the engine handbook via the equipment supervisor. If in doubt when operating the boat, think ‘safety first.’To start the engine do the following: -10.Check gas.11.Ensure air vent is open.12.Squeeze gas bulb three times.13.Ensure engine is in neutral.14.Apply choke if needed.15.Turn ‘rev’ handle to ‘start.’16.Pull start cord (or turn ignition key if available).17.To engage engine, lower ‘revs.’ Place in gear and turn ‘revs.’ handle slowly.To step the engine:18.Return to neutral.19.Lower ‘revs’.20.Press stop button.To mix the fuel, ensure the correct mixture ratio is known.Then:21.Put oil in first.22.Add gasoline.23.Shake slightly to mix.Great care must be taken in the preparation and the use of the chase boat. We have only one.。

Policies & ProceduresDIVISION : RMS DEPARTMENT : Security CODE : DATE : 18. 04. 92 APPROVED : MD REVISION :SUBJECT : Fire fighting (2)POLICYAll members of the fire crew are required to undergo regular training in the handling of fire fighting equipment.PURPOSETo limit fire damage and ensure the safety of all persons within the hotel.PROCEDURE1.GENERALA portable fire extinguisher or a hose reel is designed to put out a small fire, not a big one.If you decide to attack a fire with a portable fire extinguisher make sure:·The fire brigade has been notified.·Everyone not on the fire – fighting crew has been, or is being, evacuated.·You have the correct extinguishing medium.·The fire is not spreading.·You have a way out.·You fight the fire with your back to the exit.·You get out fast if your effort is failing.2.WHEN FIGHTING A FIRE·Take up a position where access to the fire is unrestricted, but where a quick and safe retreat is possible.CENTURY HONG KONG HOTEL – ROOMS DIVISIONPage 1 of 2Policies & ProceduresSUBJECT : Fire fightingCODE :Crouching will help the operator to keep clear of smoke, avoid heat,andwill allow a closer approach to the fire. Always ensure that a fire is completely extinguisheand not liable to re –ignite or continue smoulderin Stay alert for re – ignition.3.CLASSES AND TYPESS OF FIREThe full range of fire classes and types are:CLASS A Ordinary combustibles such as wood, clothes, rubbish.CLASS B Flammable liquids such as petrol, oil, paint.There is also a special type of fire that poses a particular threat to the fire – fighter, that is, fires involving live electrical equipment. Such fires are not only a problem because of the threat posed by the not only a problem because of the threat posed by the fire, but the involvement of electricity can present a further life threatening situation.Fires involving electricity are referred to as Type (C) fires. Of course, if you can disconnect the electrical supply, the risk of electrocution is removed and the fire is no longer a type （C）fire. The fire can then be considered Class A or B.4.EXTINGUISHING AGENTSWATER –Water is available from hose reels. Water extinguishes fire by cooling the fuel below ignition temperature, Water also prevents the spread of fire by wetting material surrounding the outbreak.CENTURY HONG KONG HOTEL – ROOMS DIVISIONPage 2 of 2Policies & ProceduresWater is ideal for use on what is knwn as Class A fires, i. e. fire involving wood, paper, clothing, packing materials,. Timber and other ordinary combustibles.Remember water conducts primarily suited to fires involving flammable liquids such as petrol, oils and grease. Those are known as Class Bfires.CENTURY HONG KONG HOTEL – ROOMS DIVISIONPage 3 of 2Policies & ProceduresSUBJECT : Fire fightingCODE :Foam acts by smothering the fire, that is, it removes the oxygen from the fire triangle.Like water, foam conducts electricity and must not be used on electrical fires.CARBON DIOXIDE – Carbon dioxide is suitable for use on Class B fires, i. e. flammable liquids, but can also be used on fires involving live electrical equipment. These are located in the kitchen area only.·It is extremely cold in discharge, therefore it affects the level of heat.·It smothers the fire by excluding the oxyen.·It dilutes the atmosphere’s oxygen, therefore affecting the limits of flammability.DRY CHEMICAL –The term “dry chemical” generally refers to a chemical agent such as sodium bicarbonate.Dry chemical is also suitable for Class B fires.Dry chemical acts by breaking apart the three sides of the triangle, affecting the interchange necessary for the fire to continue.As dry chemical has no cooling effect flashback may occur from hot surfaces near the outbreak if the chemical film is broken.Dry Chemical may be used on fire involving live electrical equipment, however care must be taken if the dry chemical becomes wet as it will then act as an electrical conductor.HALON –This is a chemical extinguishing agent commonly known as B. C. F. (Bromo –chloro – difluoro – methane_ or B. T. M. (Bromo – trifluoro – methane).The mechanism by which the halogenated agents extinguish fire is complicated but the action has the effect of breaking apart the sides of the fire triangle similarly.CENTURY HONG KONG HOTEL – ROOMS DIVISIONPage 4 of 2Policies & Proceduresto dry chemical. This chemical reaction interferes with the combustion process and the fire dies.CENTURY HONG KONG HOTEL – ROOMS DIVISIONPage 5 of 2Policies & ProceduresSUBJECT : Fire fightingCODE :5.DANGER TO LIFE FROM SMOKEIn fire involving buildings and their contents, more deaths are caused by smoke than by buens, Smoke and heated gases commonly prove fatal long before flames reach the victims. In many cases of death in fires, there is no evidence of actual contact with flames or even with any great degree of heat.Smoke – laden gases endanger life a number of ways; the presence of carbon monoxide and the reduction of oxygen. Carbon monoxide is poisonous and diffuses rapidly throughout a room; as it lacks a distinctive smell its presence may not be appreciated until the gas already has begun to take effect. Inhalation first acts to impair judgement and, if continued leads to unconsciousness and death. The amount of carbon monoxide produced is increased when the supply of oxygen to a fire is restricted.The presence of carbon dioxide, which is not itself toxic, will however, lower the proportion of oxygen available for breathing. There is also evidence that the presence of carbon dioxide stimulates breathing so that more effect more quickly.Certain materials, such as plastics, rubbers, woollens and silk, can generate other toxic products when they burn. They may produce hydrogen cyanide, ammonia, hydrogen sulphide and sulphur dioxide. P. V. C. (polyvinyl chloride) can be decomposed in a fire to form, among other products, hydrogen chloride; this is very irritating, corrosive and toxic gas.6.HEAT EFFECTSThe gases which arise from the fire carry the smoke particles with them. The gases are hotter and more buoyant than the surrounding air. Exposure to this heated air can cause death or permanent injury. Death will occur if exposed for one minute to an air temperature of 400 C (750 F). Exposure to an ambient air temperature of only 100 C (212 F) will kill in thirty minutes. Under these.CENTURY HONG KONG HOTEL – ROOMS DIVISIONPage 6 of 2Policies & Procedurescircumstances death comes as a result of inhibition of the respiratory system and of the controlling mechanism of the heart; injury to the nervous system is probably also a factor.SUBJECT : Fire fightingCODE :Inhalation of hot air, even if it is dry, causes damage to the windpipe and lungs; if steam is inhaled, however, these organs can sustain injury at a much lower temperature.7.RESTRICTION OF VISIONThe restriction of vision caused by smoke particles can be extremely serious. When a fire takes place, smoke may confuse the occupants of a building and cause them to panic and become disorientated, especially if they are in unfamiliar surroundings. Smoke can also hamper subsequent attempts to locate and rescue victims. If the smoke is location of the fire itself and obscure hide the location of the fire itself and obscure obstacles which may lie in the path of the fier – fighters.Smoke being buoyant and mobile, can cause death and injury a long way from the fire itself.Among many examples of this was the hotel fire where smoke from an outbreak confined to the lobby and first floor dining room killed people on the sixth and seventh floors. On the other hand, the buoyancy of smoke means that it will fill the upper level of a compartment first, allowing a person to reach safety by crawling along the floor where the air is cooler and relatively uncontaminated.8.HOW A FIRE BUILDS AND SPREADSA fire starts when energy (electrical, mechanical orchenmicai) evolves sufficient heat toigmnite a combustible substance.Unless controlled, a fire will generally progress from ignition to what is known as flashover.Flashover occurs when a room or other area becomes heated to the point where flames flash over the entire area.CENTURY HONG KONG HOTEL – ROOMS DIVISIONPage 7 of 2Policies & ProceduresFlashover is attributed to the excessive build up of heat and combustible gases from the fire itself. As the fire continues to burn, all the contents of the fire area are gradually heated to their auto –ignition temperatures. When they reach this point provided sufficient oxygen is present, simultaneous ignition occurs and the area becomes fully involved in fire.SUBJECT : Fire fightingCODE :The time taken to reach flashover can vary considerably depending upon the following four factors:·。

酒店管理FOSOP Valuables贵重物品保管——集团连锁酒店管理公司Valuables贵重物品保管Objectives目标●To take good care of the valuable items of the guest为客人保管贵重物件●To ensure that valuable items are not lost or dDMaged确保贵重物件不会丢失和损坏Policy Statement政策阐述●It is the policy of the hotel to secure all valuables that the hotel holds for guests on a temporarilybasis in the Front Office Safety Box.这是酒店确保所有临时存放在前厅部保险箱的贵重物件安全的政策。

Procedures程序1.Upon request from the Front Desk, Concierge or other Front Office departments the Guest Services Officer will store the valuable in the Front Office Safety Deposit Boxes.根据前台的要求，门童工作人员和前厅其他部门的员工将为客人在前台保险箱保存贵重物件。

2.Items to be secured include air tickets, watches; cDMeras etc. that are temporarily hold for in-house or out-side guests. Also signed credit card vouchers from Front Desk for deposit and as required by Accounting Department.保管的物件包括机票、手表、照相机等，这些都临时为住店或非住店客人保存。

国际著名酒店安全部程序(英文)Loss or theft SecurityDIVISION : RMS DEPAR TMENT : SecurityCODE : 04 –10 –018 DAT E :APPROVED BY : MD REVISI ON :SUBJECT: Loss or theftPOLICYTo establish a policy which enables staff to deal with such instances which occur when they are on duty.PURPOSETo ensure that in an instance such as a loss or theft the staff involv ed are under on doubt as to their role in handling the crisis.PROCEDUREIf any lost case cannot be proved to have been stolen by somebody (e.g. The item is placed in public area w/o locked or looded after by so mebody) or the time, date, and location of the loss cannot be confirmed, that will be classified as a LOST CASE!Only the Police and the Security can classify a lost case. Before clas sification, entrance at the scene is prohibited, especially if the loss occurr ed in the room.In case it is classified as lost case, the loss report must be submitted by security. If it happened in the guests room, the invstigation work she et must be done as well.When we report to the police, the official memo must be taken.Pag e 1 of 2。