【正文】 t during the crisis.任何人不可憑其本能采取行動，以免在危機中使整個組織受到炸彈威脅。STANDARD OPERATING PROCEDURESSubject: Bomb Threat炸彈威脅Effective Date: Policy No: FODM002Issued by: FOMPage: 3 of 3Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。B: All Associates( HOTEL NAME )酒店名稱BOMB THREAT FORM炸彈威脅表格BOMB INFORMATION炸彈信息Location in the hotel酒店位置: ____________________________________________Time the bomb explodes炸彈爆炸: ____________________________________________How to recognize the bomb怎樣識別炸: ________________________________________What type of bomb 炸彈類型: _____________________________________________ CALLER DESCRIPTION來電者信息Sex 性別 : _______________ Age range年齡 : __________________Nationality 國籍: _________________________________________________Type of accent 口音: _________________________________________________Talking speed 交談速度: _____________________________________________Other characteristics 其他特征: _____________________________________________Reason for placing the bomb放置炸彈原因: __________________________________Part of political organization 政治面貌: _________________________________________OTHERTime of the call 通話時間: _______________ Duration of the call 電話持續(xù)時間: _________min分鐘.Call taken by通話工具: _______________ Call witnessed by通話見證人：__________Telephone number traced電話號碼追蹤: ____________________________________REMARKS備注CC抄送: STANDARD OPERATING PROCEDURESSubject: Car Accident交通事故Effective Date: Policy No: FODM003Issued by: FOMPage: 1 of 2Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。B: All AssociatesObjectives目的l To ensure that the whole process is handled efficiently in the best interest of both car owner and management.確保整個程序高效，保證車主和管理方的最大利益。Policy Statement政策闡述It is the hotel’s policy that all car accidents on the hotel premises are handled efficiently in the interest of both car owner and management.酒店的政策是所有和酒店有關(guān)的交通事故，都需有效地被處理，并保證車主和管理方的最大利益。Procedures程序1. Inform the Security Department通知保安部。2. If the accident occurred in front of the hotel, the cars have to be moved to lower EFMund as soon as possible.交通事故發(fā)生在酒店前時，應(yīng)該盡可能快的將車輛移動到隱蔽處。3. The discussion to resolve the matter has to proceed in a discrete manner, not to arouse any public attention or crowd.解決事故的商討應(yīng)該采取謹(jǐn)慎的方式，不能引起公眾的注意或引來圍觀群眾。4. Nonrelated hotel staff to resume their duty and are not allowed to be involved in the discussion.非相關(guān)酒店人員繼續(xù)工作，并不得參與商討。5. Polaroid picture is to be taken of the damaged vehicle as well as the object damaged by the car.與汽車損壞的物品一樣，損壞的汽車也要給予照相。6. Arrange the damaged vehicle to a reliable car workshop for repair.安排損壞汽車到可信賴的修理廠修理。STANDARD OPERATING PROCEDURESSubject: Car Accident交通事故Effective Date: Policy No: FODM003Issued by: FOMPage: 2 of 2Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。B: All AssociatesRemarks備注Following information is required for insurance: 下面信息是保險所必要的:l Guest name客人姓名l Copy of passport or ID護(hù)照或身份證復(fù)印件l Guest driving license 客人的駕照l Contact and phone number 合同編號及電話號碼l Vehicle number汽車牌號l Copy of car registration and insurance policy汽車登記和保險的復(fù)印件l Brief of the accident occurred. 事故經(jīng)過l Damage and estimated cost酒店估計損失l Hotel employee involved酒店涉入員工l Copy of the identification card of employee involved涉入員工證明材料l Copy of the driving license of employee involved涉入員工駕照復(fù)印件 STANDARD OPERATING PROCEDURESSubject: VIP Check in 重要客人入住Effective Date: Policy No: FODM012Issued by: FOMPage: 1 of 3Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。B: All AssociatesObjective目標(biāo)l To provide VIP service for all VIP guests為重要客人提供特殊的服務(wù).Policy Statement政策闡述l It is the policy of the hotel that every VIP is warmly greeted by the DM and the concerned Department Heads upon arrival as soon as the VIP gets out of the car.酒店的這項政策指出：每一位重要的客人一出車門就應(yīng)該得到酒店值班經(jīng)理和相關(guān)部門總監(jiān)的熱情迎接。Procedures程序1. Make sure the room is thoroughly checked, in a perfect condition and VIP Amenities and wele letter are in the room – The VIP2 room needs to be blocked on the same day and the VIP1 room needs to be blocked one day prior to arrival. 確定房間已經(jīng)被徹底地檢查，舒適的環(huán)境和令人愉快的設(shè)施及歡迎信已經(jīng)準(zhǔn)備就緒。為客人準(zhǔn)備的第二間房在當(dāng)天要空出；第一間房在使用的前一天要空出。2. Prepare the registration card as plete as possible as well as a typed key card holder and key (make sure the key is tested).必須準(zhǔn)備好登記卡、鑰匙卡套及鑰匙（確定鑰匙有效）。3. Put all in a check in folio, together with a pen and the HFA (Hold For Arrival) messages and faxes.記錄所有的檢查項目，將鋼筆抵達(dá)信息及傳真等集中在一起。STANDARD OPERATING PROCEDURESSubject: VIP Check in 重要客人入住Effective Date: Policy No: FODM012Issued by: FOMPage: 2 of 3Approved by:General ManagerDistribution: Executive Committee Department Head Aamp。B: All Associates4. Coordinate with the Hotel Representative and inform the managers 15 minutes before the VIP is due to arrive.與酒店代表協(xié)調(diào)，在重要客人抵達(dá)前15分鐘通知傳信者。5. Have the Check In Folio ready, together with the HFA messages and faxes and wait for the VIP at the entrance of the hotel – outside. 攜已準(zhǔn)備好的檢查表、抵達(dá)信息、傳真在酒店門口（外側(cè)）等待客人。Greet the guest by name and wele him to Plaza Royale ( Hotel Name )稱呼客人的姓名來問候客人并表示對其光臨本豪廷（酒店名）的歡迎。6. Wait till formal greetings from management are finished and inform the guest that he has the privilege to checkin in the privacy of his own room. If the guest hesitates, suggest the Lounge of the Executive Floor (for Executive Floor guests only) or either the EF desk or the Front Desk.等到正式的問候、歡迎等結(jié)束后，告知客人他擁有直接到其房間單獨登記的特權(quán)。如果客人猶豫，則建議客人到行政樓層（僅僅對行政樓層的客人）或行政樓層接待臺或前臺辦理。7. Confirm the number of luggage with the guest and make sure the Bellboy gives priority to the VIP luggage.確定隨客行李數(shù)量并告知行李員重要客