1、 海量资料下载苏州香山国际大酒店Xiangshan International Hotel标 准 操 作 程 序 Standard Operating ProceduresSECURITYDEPARTMENT保安部Standard Operating Procedures标准操作程序目 录01: 案件处理及报案Case Processing And Report-Sec-00102: 火灾事故处理Fire Accident Handling- Sec-00203: 钥匙移交及领用key Transfer And Receiving- Sec-00304: 对讲机呼叫The Use Of Int2、erphone- Sec-00405: 失物招领Lost And Found Items- Sec-00506: 总仓货物领用The Total Warehouse Cargo Collar Uses- Sec-00607: 物品出入程序Articles Access Procedures- Sec-00708: 保安交接班Security Succession- Sec-00809: 监控录像使用程序Procedures For The Use Of Video Surveillance- Sec-00910: 对客服务标准程序Customer Service Standards For P3、rocedures- Sec-010任务Task: 案件处理及报案Case Processing and Report任务编号 Task No：ec-sop-01职位Position: 领班/主管Captain/Supervisor/分部门Section: 部门Department:保安部 SEC制订人Prepared By: 部门经理HOD:总经理/副总GM/DGM:日期Date: 2010.10标准Standard：针对在酒店内发现的任何可疑情况及各类案件得到及时有效的处理。Targeted at the hotel found any suspicious circumstances a4、nd the various cases in time and effective treatment.程序Procedures：1、 保安部接到情况的案件，值班人员应详细听取案件情况并及时赶到现场，仔细观察，详细记录。Security department had received the case，Staffs should carefully listen to the circumstances of the case and came to the spot，Careful observation，Detailed record.2、 根据案件的性质情况，要逐级向上级领导汇报。Ac5、cording to the nature of the case，attached to reporting to higher authorities。a) 对内部人员闹事，违反规定及治安条例和偷拿酒店内及车主物品者，一经发现，保安部可做深入调查，了解情况，核实后将调查的结果如实上报上级做出相应处理，严重的可交公安机关处理。To internal disturbances violation of the regulations and the law and order, steal hotel and car owners items people, If it is found th6、at, Security department can in-depth investigation、understand the situation, To verify the results of the survey will be reported to leadership make corresponding treatment.b) 对服务区域的打架、斗殴、酗酒闹事等治安事件及发现可疑人员，保安部有权对当事人进行教育，处理，必要的可按程序请求公安机关协助。To people who fighting brawl and alcohol trouble in service re7、gional and found Suspicious people, Security department have right to education, handling of the parties people the necessary may According to the procedures ask the public security organs to help According to the procedures .c) 公共区域内如发现爆炸可疑物，保安部应组织力量控制现场，采取简单的防范措施，并疏散周围的人员，同时报公安机关。If found bombings8、 suspicious in public areas, Security department should be organized to control the scene, take simple Preventive measures and Scattered around the people, The same time reported the public security organs. d) 遇刑事案件，应立即组织人员保护现场，控制任何嫌疑人员，及时报保安部，按程序向公安机关报告。Encountered in criminal cases ，should organiz9、ation officers to protect the scene immediately , Control any suspects, and to the security departments immediately, according to the procedure report to the public security organs.3. 保安部向公安机关报案程序：Security Department to report to the public security organs procedures: A. 将案件事实情况报保安部，并做深入研究。Facts of 10、the case reported to the security department，and do in-depth research.B, 征得领导同意后，由保安部根据案情向各级公安机关报案。With the consent of leadership，By the security department under the circumstances of the case to the public security organs at all levels to report.C. 详细的向公安机关介绍案情，一般案件还是涉外案件一定要报清楚。Detailed introductio11、n to Public security organs of the circumstances case, Usually the case or Foreign-related cases must report clearly.D. 并有相应的书面材料。And have the corresponding written materials.任务Task: 火灾事故处理/ Fire Accident Handling任务编号 Task No：SEC-sop-02职位Position: 保安员/领班/主管/经理Security/Captain/Supervisor/Manager分部门Se12、ction: 部门Department:保安部 SEC制订人Prepared By: 部门经理HOD:总经理/副总GM/DGM:日期Date: 2010.10标准Standard：在火灾情况下做出快速、正确的反应，酒店设应急指挥部，指挥部设在酒店首层消防保安监控室，应急指挥部总指挥由总经理或事故发生时在值最高领导担任。应急指挥部下设三个小组：应急灭火组、疏散救护组、财产保护组，组长由保安部、客房部、账务中心负责人担任。如果发生火灾，所有命令由总指挥下达，各小组要听从指挥完成任务。In the fire made quick and the proper response, Set up eme13、rgency headquarters hotel, Headquarters located in the first floor construction of the hotel security control room fire , Emergency Headquarters for by the general manager or when the accident occurred in the top leadership as. Emergency Command has three sub: Emergency Fire Unit, Scattered Ambulanc14、e Group, Property Protection Group. Head of the Security Department, Rooms Department, Accounts Center manager as. If the fire, All orders issued by the commander-in-chief, The group has to obey the command to complete tasks.程序Procedures：一、火情报警：酒店内任何人发现烟火、糊味、不正常热度等火情，都有责任报警。其火情处置、报警方法如下：Fire Alarm: 15、in hotel anyone have the responsibility to Alarm when found pyrotechnic, Paste mei, Abnormal heat, etc. Fire disposal, Alarm as follows:1. 各岗位员工发现火势较小的火情时，首先保持镇静，禁止高喊“着火了”，同时视火灾类别使用相应物品立即进行灭火，然后报消防中控室（电话1111），并保护好现场，等候保安部处理。All posts staff discovered The fire was smaller fires, First of all to remai16、n calm, Prohibition Screaming “The fire caught !”Meanwhile, as the use of fire categories corresponding items immediately fire, Then reported to the central control room fire (Telephone numbers: 1111), Preserving the scene, Waiting for the Security department handling.2 如火情较严重，应立即就近找电话拨打消防中控室电话（电话1117、11），报警时要讲清起火的准确地点、何物燃烧、火势大小有无人员伤亡及自己的姓名、部门等情况如一时找不到电话可以就近将墙上的手动报警器按钮按下，并立刻使用附近的灭火器材进行扑救，控制火势蔓延，无法控制时撤离到安全地带等待义务消防队支援。If more serious fires Should immediately find a telephone call the nearest fire control center phone（Telephone numbers:1111）when you Alarm must make it crystal clear exactly where the18、 fire broke out, What fire, The fire size, Whether there were casualties and your name, Department ect. If can not find a phone can be manually press the alarm button at the nearest the wall and immediate vicinity of the use of fire-fighting equipment to put out the fire, control the fire from sprea19、ding. Uncontrollable evacuation to a safe area to wait for the fire brigade support obligations. 3中控室是24小时全天候专人值守岗，当消防中控室消防主机接到探测器发出火警信号或手动报警器报警信号时，中控室值机员应立刻用对讲机通知领班，领班应立即携带对讲机、应急卡、并取就近的灭火器迅速到达现场进行火情确认。（从接到报警到到达酒店任何一报警地点时间不得超过三分钟）Central Control Room is a 24-hour all-weather person on duty Kong, Whe20、n the central control room mainframe received fire of a fire signal from detector or Manual alarm warning signal, Central Control Room value of the crew should immediately Notice gaffer use of walkie-talkie, Gaffer should immediately carry walkie-talkies, Emergency Card, take the nearest fire exting21、uishers arrive at the scene quickly confirmed for Fire.( After receiving the alarm, arrived at the hotel any fire location not to exceed three minutes ) .二、火情确认：消防中控室接报警后要立即通知保卫人员跑点进行现场确认，严禁漏跑或电话询问。现场确认程序如下：Fire confirmation：Fire-control room received the alarm to immediately notify security personn22、el running spots to scene confirmed，running against leakage or telephone inquiry。The scene confirmed the procedure is as follows：1经现场确认，如果是误报，应查明误报原因并立即通知消防中控室值机员将机器复位。After the scene confirmed，If it is misinformation Should identify the reasons for misreportingand Immediately notify the Fire-contro23、l room watch keepers to reset the machine. 2经现场确认，如果火情确实发生要做如下几点：After the scene confirmed，If fire did occur, to do the following.A. 如火情发生在房间内，先试摸门体，门体较热时，开门要蔽开房门正面。开门后注意观察是否有人，本着先救人后救火的原则，如无人，应立即用灭火器和附近的消火栓进行扑救，控制火势蔓延，同时迅速通知消防中控室。 If a fire occurred in the room, first try to touch door body, if doo24、r quite warm, leave the door positive when open the door. Opened the door to observe whether someone, according to the principle of first rescue people after the fire. If no one, should be immediately used fire extinguishers and nearby fire hydrant to put out the fire, control the fire from spreadin25、g, meanwhile promptly notify the fire-control room. B. 如无法控制火势蔓延，应将情况通知消防中控室，消防中控室立刻将上述情况通知值班经理、大堂副理和总机、客房部当班负责人和工程部当班负责人。 If unable to control the fire from spreading, Should notify the fire-control room,Fire-control room will immediately notify the duty manager, Lobby of the Ministry responsible p26、erson on duty, Switchboard staff .Rooms Ministry responsible person on duty and Engineering department responsible person on duty.三、火情通报：总机接报后要迅速通知酒店领导和各部门负责人，通知程序如下：Fire communications: Switchboard in response to the report, to promptly notify the leading hotel and the department heads, Notificatio27、n procedures are as follows: A. 立刻用电话、手机通知总经理、副总经理、值班经理。Immediately by telephone mobile phone notice Deputy General Manager, manager on duty. B. 通知工程部、保安部、客房部、前厅部、及相关部门的负责人。Notice Engineering Department, Security Department, Rooms Department, Lobby Department and Related Departments responsible pers28、on. C. 接到通知的各级负责人在最短时间内赶到消防中控室，组成应急指挥部指挥救火。Received notification levels of responsibility in the shortest possible time rush to the fire control room, forming an emergency command to fire command. D. 接到通知未在酒店的各级负责人应尽快赶到酒店，听从应急指挥部调遣，及时赶到指定地点。Levels of responsible person who received notice but not in29、 the hotel should rush to the hotel as soon as possible. E. 各部门负责人接到通知后，应立即组织本部门的酒店的义务消防队、现场灭火组、疏散救护组、财产保护组的成员到员工出口外集结，听候应急指挥部调遣，做好灭火、救护、疏散准备工作行动。In charge of various departments after receiving the notice，should immediately organize the departments members who in the hotel fire brigade obligations，30、Group fire scene，Few rescue team，Property Protection Group set in out side the channel staff, obey the command to deploy emergency, do a good job in fire, ambulance preparations for the evacuation operation. 四应急指挥部的任务：应急指挥部在消防中控室指挥灭火，总指挥由在酒店的最高领导担任，任务下：Emergency Commands task: Fire emergency headqua31、rters in the central control room command, fire commander from the hotel as the highest leadership, the following task:A. 指挥现场灭火组进行灭火工作，决定启动消防灭火联动设备。Command of the scene for fire extinguishing work group, decided to start firefighting equipment linkage.B. 调遣疏散救护组、财产保护组做好各项准备工作。Management Scattered A32、mbulance Group, Property Protection Group make all preparations. C. 决定对火灾现场及周围电、气、消防设施等能源的关闭、开启。Decided to fire scene and around electricity, gas, fire facilities ect. the closure of energy and opening.D. 决定发布疏散命令和报火警（119）。Decided to issue evacuation orders and to report fire(119) .E. 指挥调遣一切与灭火及疏散有关33、的事宜。Command all the fire-fighting, evacuation issues.五现场灭火组任务：现场灭火组由中控室、保安部、义务消防队、工程部组成，任务如下：The scene extinguishing task: Group fire scene component with control room, security department, Obligations fireman and Engineering Department. A. 中控室根据总指挥的命令进行启动联动设备工作；启动应急广播系统并按程序进行播放（先事故发生层、后事故发生以上各层、再后事34、故发生以下各层）同时要与救火现场保持密切联系。According to the central control room commander of the orders start work linkage equipment；Initiated emergency broadcasting system in accordance with procedures broadcast（First The accident occurred floors. Then the accident occurred above floors, Following the accident occurr35、ed l floors below the floor）meanwhile with the fire scene to maintain close ties.B. 保安部要及时打开紧急疏散门；保安部主管负责调配员工岗、大堂岗保安人员，控制疏散门及疏散通道，确保出口通道畅通；外围各岗禁止无关人员进入，同时疏散门口人员以保证消防车道路畅通；大堂外岗负责引导消防车进入，到达室外消火栓井处。Security Department should promptly opened the door for emergency evacuation ,Supervisor of security staf36、f were deployed for the job hall of security personnel Scattered control access doors and evacuation in sure the smooth flow of exports Outside the fence staff Prohibition other unrelated members were entering, Meanwhile evacuation the people of the door to ensure a free flow of fire engines；Outside37、 the lobby of the staff responsible for the fire engines to guide arrived at the outdoor fire hydrant wells.C. 义务消防队根据应急指挥部的命令及部署，进行现场灭火工作，并在灭火后负责保护现场的工作。Obligation to obey the fire brigade headquarters contingency deployment working out the fire ,after the fire protection field.D. 工程部根据应急指挥部总指挥的命令，38、进行切断火灾区域电、气，关闭空调系统， 并协同消防中控室做好消防设备的操作工作。 Engineering department under the Emergency Command commander of the order, cut off fire area electricity, gas, air conditioning system shut down assist fire control room were good fire equipment operators work.E. 在灭火后中控室、保安部负责将消防设备复位，补充用过的消防器材。 After the fire39、 Central Control Room and Security Department will be responsible for the fire equipment reset, add fire equipment which be used.E. 现场灭火组负责人应服从应急指挥部总指挥指挥，负责现场灭火工作，并随时将火情向应急指挥部总指挥汇报。Fire scene group responsible person should obey the commander of the headquarters command at any time to the emergency 40、command center commander reported.六疏散救护组任务： Scattered Ambulance Groups task:A. 根据应急指挥部总指挥的疏散命令，对各房间、会议室，公共区域等各处的人员进行疏散，并对各处仔细的检查，确保人员全部撤离。 According to the Emergency Command commander of the evacuation order, the various rooms, meeting rooms, public areas and other personnel throughout the evacuatio41、n, carefully check all parts ensure that all personnel evacuated.B. 应急指挥部总指挥指派人员，按照命令迅速准备好急救包、担架到现场救人，及时抢救伤员，并负责与急救中心联系。（电话：120） Emergency Command commander assigned staff, In accordance with orders quickly prepared First-aid kit, Stretcher to the scene to rescue, timely rescue the wounded and is re42、sponsible for liaison with the emergency center(Telephone numbers: 120).C, 司机班准备车辆，进行运送伤员的工作。 Drivers ready vehicles, for the work of transporting the wounded.D. 总机开通专线，保证通讯畅通，及时通知有关人员。 Switchboard opened private line, ensure smooth communication, promptly notify the officer.七财产保护组任务：Property Protec43、tion Groups task:A. 收集各种单据、文件，可随身携带的尽量携带，无法携带的放入保险柜。 Collect various documents, paper, can carry as much as possible to bring the, unable to carried put into safe cabinet. B. 锁好保险箱、文件柜，钥匙要妥善保管。 Lock safe cabinet , paper cabinet the key to the proper custody.C. 携带现金撤至安全地点，将钥匙、单据、文件进行清点，并详细记录。 Carry c44、ash to withdraw to the safe location, put the key, documentation, paper to conduct inventory and detailed record. 八、与专业消防队配合的工作： professional work with the fire brigade:A. 各部门接到火情通知后，除按指令执行任务外，其他人均应原地待命，等候疏散指示。 Departments received notification, apart from the implementation of tasks directive, othe45、rs standby, wait for evacuation instructions.B. 保安部主管负责督导各岗维护门前秩序，根据情况疏导车辆，以保证消防车顺利到位。Security supervisor to oversee the post, in front of maintaining order, according to ease thetraffic congestion situation in order to ensure that fire engines in place smoothly.C, 工程部应派专人协同保安部在专业消防队进场后介绍消防水源和消防系统情况46、。 Engineering Department should send hand synergies Security Department introduction firewater and fire system to professional fireman after they came.C. 专业消防队到场后，总指挥及应急指挥部要将工作移交专业消防机关，并介绍火灾情况，根据其要求协助做好疏散和扑救工作。Professional fire brigade arrived at the scene, Commander and Emergency Command Will trans47、fer the work of professional fire authorities ,and introduction fire, on request to help with the evacuation and firefighting efforts. 九、善后工作：Aftermath work:A. 全面疏散后，各部门清点人员，看是否全部撤离危险区域，然后向现场总指挥报告。After a comprehensive evacuation, The inventory of its own personnel departments Whether the total with48、drawal of dangerous region.B. 工程部在火灾扑灭后应及时关闭自动水喷淋阀门，更换损坏的消防设施，并使所有的消防设备恢复正常。Works in the fire fight in a timely manner after the closure of automatic water sprinkler valve Replacement of defective fire facilities and put all the fire equipment back to normal.C. 前厅部和餐饮部应准备食品饮料，做好客人及伤员的安顿工作。Lobby and 49、Food Department should be prepared food stuffs and beverages do customers and the wounded resettlement efforts. D. 保安部在保护现场的同时，做好现场封闭工作，并协助消防机关调查起火原因。Security Department in the protection of the scene, at the same time do the work site closed and to assist fire agencies in the investigation of the c50、ause of the fire.任务Task: 钥匙移交及领用/key Transfer And Receiving任务编号 Task No：Sec-sop-03职位Position: 领班/主管Captain/Supervisor/分部门Section: 部门Department:保安部 SEC制订人Prepared By: 部门经理HOD:总经理/副总GM/DGM:日期Date: 2010.10标准Standard：对酒店钥匙进行有效管理，熟悉酒店内的地形地物，对酒店所属大小房间的位置要熟记于心，对钥匙状态要心中有数，知道酒店用锁的型号，如遇特殊情况处理不了时要及时报上级主管处理，不得擅51、作主张，私自处理。Hotel key for effective management, Familiar with the hotel features of the terrain, Size of belonging to the hotel room to recite the location in the heart, know the key state, Know the hotel with a chain models, if encountered special circumstances can not handle must reported higher comp52、etent handling immediately.程序Procedures：1. 与工程部交接时要填写钥匙移交单，做完交接钥匙的手续后要对钥匙做好保管和收藏工作并登记注册，除酒店主要领导批准外任何人不得将钥匙外借或拿出，以免给酒店造成经济损失。when handing over with the engineering department must to fillkey handover list, Pls custody and collections and registration of the keys after finish the transfer procedures. 53、Anyone can not take the key Lent or Show out except the principal leaders Approved to avoid hotel economic loss.2. 酒店员工在办公时间需使用钥匙时请本人，填写使用钥匙登记表。有保安负责为其开门，当本人离开时应告知保安员锁上；保安员则应在登记表上写上注销时间，在非办公时间需使用钥匙时签字后由保安陪同其一起打开该房间房门，并一起离开，并登记出入时间。Hotel staff during office hours when required the use of the key, Fil54、l The use of key Registration Form。Security responsible for open the door ,When leave to be locked for Security .Security in the registration form should write on the write-off time. During non-office hours when required the use of a key after the signing accompanied by security along its open the d55、oor and Leave together,Registration Entered and Out time.3. 当有酒店员工或部门需领用钥匙的，必须请本人填写借钥匙批准单，待请部门领导签字确认后方可领取钥匙，领取钥匙时要填写领用钥匙登记表，经本人签字和保安部领班签字后才可领取钥匙；保安部领班事后向主管汇报具体手续；When the hotel staff or department need Receiving key ,Parties must fill Approval to borrow keys list,after Leading signature confirmed ca56、n Receiving the key, at the time of Receiving the key fill ,after Parties and Security Gaffer signed can Receiving key; Later Security Gaffer Report to the Charge Specific procedures.4. 当遇有紧急情况时，需要开个别房间但领导不在场时，值班员必须在听取本人充分的开门理由，并确认其身份后才可以帮其打开房门，并陪同其办完所办事项后把门锁好，之后要将此事在值班登记本上写明交班（时间、部门、人名、事由等）；When th57、ere is an emergency situation, Need to open individual rooms but Leadership is not present, Watch keepers must Heard parties Sufficient reason to open the door and After Confirm its identity Can help to open its doors, Lock doors after Accompanying completed things. That after this Records the thing58、s in watch Register Textbook (time, department, name, Reasons ).5. 在收到长住客人将要入住的信息时要提前准备好该房间的整套钥匙，经领导批准、将要交接钥匙交于前厅部，并且做好各种交接登记。Received the information of Long-term guests will Check in ,prepared in advance to the full set of keys to the room, After approval led of leadership put the key to lobby dep59、artment and do good transfer registration.任务Task: 对讲机呼叫/The Use Of Interphone 任务编号 Task No：Sec-sop-04职位Position: 保安员/领班/主管Security/Captain/Supervisor 分部门Section: 部门Department:保安部 SEC制订人Prepared By: 部门经理HOD:总经理/副总GM/DGM:日期Date: 2010.10标准Standard：对讲机里的语言，应本着礼貌、简练的原则，声音的大小适中，还要注意保密。禁止讲工作无关的内容。使用对讲机来传递信60、息，大致可分为以下三种形式：上级呼叫、下级呼叫、平级间的呼叫。Interphone to the language should polite and concise, Voice to the appropriate size ,Attention to confidentiality. Prohibition of said unrelated to the work content. Use of walkie-talkies to transmit information can be divided into three forms: superiors call, subordin61、ates call and the same level Call程序Procedures：1. 上级呼叫下级，可直接呼叫姓名，当下级收到时应答：“收到，请讲”；上级下达完任务后，应答：“收到，明白”；如果下级对事有疑问，应答：“ （姓） （职务），对不起，请您再重复一遍”。Call superiors can directly call names, received lower response : Upon receipt, please say; End higher authorities the task, the response : received understand. I62、f the lower right thing doubt, the response : (Surname) (Duty), Excuse me, please repeat. 2. 下级呼叫上级，应呼姓加职务 “ （姓） （职务）收到，请讲”；当上级给予明确答复后,下级应答“收到，谢谢”。Call higher and lower levels , Should call surname increase duties” (Surname) (Duty), Received, Tell ”;lower Back” Received, “thanks” after Given a clear63、 reply3. 平级间的呼叫通常是通知各岗有某种情况的发生，在呼叫时，应呼叫代称（部门、岗位、姓名）两遍，再报情况，把可能出现情况的呼叫语言加以统一。The same level of call is usually informed Kong is the occurrence of certain circumstances, Report after called (Departments, Status and name) twice, as possible as put the language reunification任务Task: 失物招领/Lost And Found 任64、务编号 Task No：ec-sopS-05职位Position: 领班/主管Captain/Supervisor/分部门Section: 部门Department:保安部 SEC制订人Prepared By: 部门经理HOD:总经理/副总GM/DGM:日期Date: 2010.10标准Standard： 每个员工在工作中如有发现遗失的任何物品，都应主动上交至客房部。 Each employee at work if found any missing items Should be surrendered to the Housekeeping department.程序Procedures65、：1. 在接到送来的遗失物品后，要立册登记，备案，逐项登记核对，贵重物品必须存入保险箱。After received the lost goods please do register and records and check all items valuable goods must deposit in coffer.2. 在确认所失物品的物主无误时，方能发还，并请物主在丢失物品认领本上签字认领。The owner should be confirmed before return the lost goods and owner should be sign in the regist66、er books. 3. 根据有关规定，遗失物的保存期为贵重物品保存期限二年，一般物品六个月，食品一个月。According to the provisions, Preservation of the Lost Property is Valuables retention period two years, General Items six months and Food is one month.任务Task: 总仓货物领用 / The Total Warehouse Cargo Collar Uses任务编号 Task No：Sec-sop-06职位Position: 保安员/领班S67、ecurity/Captain 分部门Section: 部门Department:保安部 SEC制订人Prepared By: 部门经理HOD:总经理/副总GM/DGM:日期Date: 2010.10标准Standard： 总仓是酒店存放客用物品和其他备用物品的重要仓库；除酒店主要领导批准外任何人不得私自进入总仓库，以免给酒店造成不必要的经济损失；Total storage storehouses are hotels passenger articles and other items important reserve storehouse; In addition to the appr68、oval of the main hotel for anyone not secretly entered the storehouse, to the hotel in order to avoid causing unnecessary economic losses程序Procedures：1. 酒店在正常上班时间内，任何部门员工到总仓领用物品时，需由本人填写仓库领货单并请部门经理签字确认后方可到财务部找库管领取所需物品。Hotels in normal office hours, any department stores total staff of the Consuming a69、rticles, need to fill by the Invoice storehouse, a department manager and requested confirmation before the signing of the Finance Ministry to find id obtain the required items. 2. 当休日或库管下班后，如有部门员工急需到总仓领用物品时；保安部人员应由领货人填写仓库领货单，并请领货人部门当班负责人签字确认,交当天的值班经理签字批准后，由保安部人员陪同领货人一起打开总仓房门，保安部人员按领货人填写的仓库领货单中的内容发放70、领货人所需物品,并将仓库领货单保留；保安部人员和领货人一起离开，将总仓房门关闭锁好并在登记本中详细登记领货日期时间、领货部门、和所领物品内容及收货人、批准人和发货人。When the rest or after work, if their departments needs the staff of the total storehouse; Security officers should make sure the received to fill in the Invoice storehouse and collect goods department manager who con71、firmed and the day shifting manager signed approval by the security personnel who, accompanied by received together to open the storehouse , and Security officers to fill in the Invoice storehouse of the contents of unclaimed goods were sent the goods, and Invoice storehouse reservations; Security o72、fficers and received leave together. total stores closed doors unlocked and the registration details of the goods whose registration dates and times of unclaimed goods sector, and whose content and articles consignee, the consignor and approval.3. 保安部在休息日或库管下班后的期间,对任何部门员工到总仓领用物品时填写的仓库领货单，在酒店正常上班时上缴于73、库管,并向库管汇报详细情况。Security Department on rest days or after work , any departmental staff of the total goods storehouse filled out their use of the invoice storehouse, In the hotels normal working hours surrendered to the administrator, and told the details of the report to the administrator.任务Task: 物品出74、入程序Articles Access Procedures任务编号 Task No：Sec-sop-07职位Position: 保安员/领班Security/Captain分部门Section: 部门Department:保安部 SEC制订人Prepared By: 部门经理HOD:总经理/副总GM/DGM:日期Date: 2010.10标准Standard： 确保酒店的财产安全，协助各部门做好物品的进出门管理工作。Ensure that the hotel and property safety, assisting the departments to do a good job of t75、he items go out into management.程序Procedures：1、 中控岗及巡视岗发现有货物出门情况时，需及时通知正门岗及领班；The control and inspection Kong found that cargo to go out when the need for timely notification main Kong and foreman;2、 施工单位现场负责人有物品出入时需提前通知保安部；And construction units, the scene has access to goods when required advance 76、notice of security;3、 出酒店大门的各种货运车辆及个人携带的大件物品必须持有相关部门开具的出门证，均应配合保安人员做好检查工作，对没有开具出门证的内部物品保安有权暂扣；Out of the hotel door cargo vehicles and individuals to carry bulky items to be issued by the relevant departments to go out cards with security personnel shall carry out inspection work, go out without wri77、tten certification of internal security right to withhold goods;4、 对进入的物品在得到相关部门许可后方可进入正门，在保安人员的安排下按规定地点停放车辆，装卸货物；The right to receive the goods in the relevant departments permission before entering the main entrance, When the security guards arranged by place parking, loading and unloading goods; 78、5、 对搬入物品需使用电梯时，需提前到保安部进行申请，同意后方可使用；The right to move goods need to use the lift, the need to advance the security of their applications before they could agree to use;6、 随车装卸人员要服从酒店保安人员指挥，不得在酒店区域内随意走动或在无人带领情况下进入酒店楼内；Escorts working staff must obey hotel security personnel command, not in a hotel wit79、hin the region move capriciously or in the absence of lead into the hotel building;7、 所有内部人员运出酒店的物品应持有由保安部核准、确认后签字的出门证，经核对物品无误后正门岗保安人员方可放行。All internal staff out of the hotel items should hold approved by the Security Ministry confirmed the signature card to go out, After checking the main items unm80、istakably Kong after security personnel before release.任务Task: 保安交接班Security Succession任务编号 Task No：Sec-sop-08职位Position: 保安员/领班Security/Captain分部门Section: 部门Department:保安部 SEC制订人Prepared By: 部门经理HOD:总经理/副总GM/DGM:日期Date: 2010.10标准Standard： 所有事情交接清楚All things clearly after the handover.程序Procedures：181、. 接班员提前15分钟接班，对各区域检查完毕之后，认为没问题方可登记，登记本上要记录当天确切的交接时间。Members of the handover came 15 minutes early to check the regional meeting, that there was no problem before registration, Registration on the day to record the exact time of the handover.2. 接班保安员若有特殊事情，不能准时接班必须提前一天请示，保安部另派人接班。Security guards succ82、ession of special things, the timely succession must not be a day in advance request, the Security Department sent another succession.3. 接班保安员若无正当理由，既不请示又不准时接班的，按缺勤及处罚条款进行处理。Security guards succession if unjustified, neither request nor timely succession, and by the absence of a penalty clause for t83、reatment.4. 交班保安员要等接班保安员对管区巡视一遍进行验收后才能交接，但接班保安员验收时间无特殊情况不能超过15分钟。Shift to security guards and other security personnel to take over control over the district and accept inspections only after the handover, But security guards succession acceptance time Barring exceptional circumstances should not ex84、ceed 15 minutes.5. 交接班时，交班保安必须把当班情况及各种设备设施的状况，以及可能出现的非常情况需在下班值班过程中继续观察，特别留意或处理的问题，上级的指示，代办事项及各类物品如实登记清楚，向接班保安员交待，同时必须督促接班员接受清楚并签名。一旦签名，责任由签名保安自己承担。Power transfer, security must be a moment of Bum Buna and various equipment and facilities, the situation and the possibility of exceptional circumstance85、s required to be on duty to work to continue the process of observation, attention or special treatment, instructions from higher authorities, local agent for a range of items accurately and clearly registered to take over security guard confessed, Meanwhile must urge succession clear and accepted t86、he signatures. Once the signatures, signatures of security responsibility by themselves.6. 所有事情交接清楚之后，必须分别在登记本上记录清楚真实的上下班时间并签名，然后交班保安员方可离开岗位下班休息。All things clearly after the handover, must register in the record clearly true working hours and signatures, Then a moment before security guards to leave87、 their posts to work to rest.7. 接班保安员若在接班验收发现问题，不具备接班签名条件的可以拒绝签名接班，但必须同时报告保安部处理再进行签名接班，责任由交班保安员承担。如果报告处理后不接班，以无故和借故不上班论处。If the succession of security guards found acceptance in the succession issue, and do not have successors Signed conditions can refuse to sign succession. But we must also report 88、deals with security again Signed succession of responsibility by the security guards take a moment. If the report does not address after taking over, to reason and an excuse not to go to work hauled before.8. 接班保安员自己验收完毕并以签名接班，而且交班保安已离开岗位之后，无论发生发现任何问题，责任一律由当班保安员承担。Security guards succession finished89、 their acceptance and signature succession, but the handover of the reins of security have to leave their posts, No matter found any problems, the responsibility will be determined by the security guards on duty commitment.9. 接班保安员因故没有及时接班，交班员不得下班并且擅离岗位。Security guards accompanying succession no tim90、ely succession, a moment shall, to stay away from work and jobs.10.若接班员没签名接班，交班员已下班离开岗位，其间发生的任何问题责任由两人共同承担。Members of succession if no signature succession, the moment had to work to leave their posts. When the issue of any responsibility shared by two.11.交班员若发现接班员无故不签名接班或拖延接班时间，交班员可以提出抗议，并报告保安部，保安部91、根据情况对接班人员按处罚条款进行处罚。Shift staff members found succession without undue delay signature succession or succession time, a moment can also lodge a protest, Security and the Department of the report, the Security Ministry under the right of succession staff by punishment for punishment provisions.任务Task:92、 监控录像使用程序Procedures For The Use Of Video Surveillance任务编号 Task No：Sec-sop-09职位Position: 保安员/领班Security/Captain分部门Section: 部门Department:保安部 SEC制订人Prepared By: 部门经理HOD:总经理/副总GM/DGM:日期Date: 2010.10标准Standard： 监控录像记录属于酒店内的绝密，每一个值班员必须按规定保管，除直接领导，和公司总经理、副总经理、值班经理批准外任何人不得将录像刻录、外借、查看或将内容转告他人，在值班过程中要对录像记录的使用93、状况进行登记并注意保养。Video surveillance records belong to the top hotels, each one must be in accordance with the regulations watch keepers custody, in addition to direct leadership, and the general manager and assistant general manager, shift manager approval of any person shall be burned video lending to c94、onvey content or others, in the course of duty to video record of the use of the registration and maintenance attention. 程序Procedures：1. 专机专用，值班人员应随时检查录像机和录像硬盘是否处于正常工作状态；Special plane, the officers on duty at any time should check your hard disk video recorders and whether in normal working conditio95、n;2. 录像记录上要明确注明开始和结束的日期、时间、机位号，并在录像记录登记本上签字；Video records clearly indicate the beginning and end of the date, time, flight, and the video recording of the sign;3. 如遇特殊情况需查监控录像记录的，必须经保安部经理和当班领班的同意方可播放，并在录像记录本上注明查看人的姓名、部门、时间；Exceptionally need to be checked video surveillance records must be approved 96、by the security manager and the captain on duty consent before broadcast. and the video record of the check indicate the names, departments, time; 4. 录像记录的安全保留时间为从结束录像的时间起30天；The security video records retention time from the end of the video within 30 days;5. 对需要保存的录像记录需按制度进行存放；The need to preserve97、 the video recordings depending on system storage;6. 对人为造成录像记录损坏的或所录资料流失的，保安部将视情节轻重做出相应处理；To create artificial video recording or damage to the loss of recorded information, the Department will depend on the security circumstances of the offense accordingly.任务Task: 对客服务标准程序Customer Service Standards98、 For Procedures任务编号 Task No：Sec-sop-10职位Position: 保安员/领班Security/Captain分部门Section: 部门Department:保安部 SEC制订人Prepared By: 部门经理HOD:总经理/副总GM/DGM:日期Date: 2010.10标准Standard：客人是酒店中享受最高礼遇的人，全体员工要保证无论何时何地都必须对客人彬彬有礼。All guests should be served and treated in a courteous manner by all staff under any circumsta99、nces as they are the most important persons in the hotel.程序Procedures：1. 与客人交谈时目光停留在客人眼睛与双肩之间的三角区域；与客人相距于60到100厘米之间；跟客人距离太近，一则侵犯客人的隐私权，二则会使客人产生压力感，特别是给个子矮的客人造成心理压力；跟客人距离太远，一则需大声说话，造成喧哗，二则显得疏远。The conversation with the guests stay in the eyes of visitors between the eyes, and shoulders to the Triangl100、e region; and the guests are in the 60 to 100 centimeters between; with guests from close together, a violation of the privacy of the guests. two guests will have a sense of pressure, especially for the sub-dwarf guests psychological pressure; with the guests away. a required speak loudly, causing m101、uch noise, two become estranged.2. 为客人指示方向时拇指弯曲，紧贴食指，另四指并拢伸直；手臂伸直，指尖朝所指的方向；男员工出手有力，女员工出手优雅；不可用一个手指为客人指示方向。Direction for the guests when bending the thumb, index finger close, and the other four fingers Laminating extension; Arm extension, meaning finger in the direction of North Korea; Male employee102、s in abeyance powerful, elegant female employees in abeyance; not with a finger direction for the guests.3. 称呼客人时男士一般称先生，未婚妇女称小姐，已婚妇女称太太；对于无法确认是否已婚的西方妇女，不管其年纪多大，只能称小姐；不知道客人的姓氏时，可称“这位先生/这位小姐”；称呼第三者不可用“他、她”，而要称“那位先生/那位小姐”；只有少数社会名流才能称“夫人”；对客人称“你的先生/你的太太”是不礼貌的，应称“刘先生/林太太”。guests call men commonly known 103、as President, said Miss unmarried women, married women said his wife; For unable to confirm whether the Western married women, regardless of their age, can only be called Miss; Guests do not know the name, can be called The President / this young lady. call a third party may not use he, she to be re104、ferred to as the gentleman / That Miss; Only a few celebrities can be called Mrs.; the guests said Your President / your wife is discourteous, Mr. Liu / Mrs. Lin.4. 迎面遇见客人时靠右边行，右脚向右前方迈出半步；身体向左边转；右手放在腹前，左手指引客人前进的方向；30度鞠躬，并问候客人。Guests met face to face on the right side trip to his right leg right to t105、ake half a step forward; To the left to the body; Right hand on the belly, Guidelines guests left the way forward; 30 degrees bow, and greetings to the guests.5. 客人从背后过来时停步，身体向左边转向客人，向旁边稍退半步；左手放在腹前，右手指引客人前进的方向；30度鞠躬，并问候客人。Guests from behind them at the stop, and the body to the left to the guests to106、 Shaotui next to none; Left hand on the belly, Guests guidelines right way forward; 30 degrees bow, and greetings to the guests.6. 欢送客人时走在客人后侧；向前方伸手指引客人门口的方向；手举的高度在肩膀和腰部之间；跟客人道别。Guests at the farewell walk behind the guests; Hand guidelines to the front door in the direction of the guests; hands hel107、d high in the waist and between the shoulder; with guests farewell. 7. 与客人同乘电梯时用手压住电梯感应电眼，以不使梯门关闭；另一只手引导客人进入电梯；进入电梯后，应立于指示板前，为客人按预去层数；若中途比客人先离开电梯，应对客人说声“对不起”或“再见”；让女宾客先出入电梯。And the guests left in the same elevator at the hands suppress lift induction eyes, not to make staircase doors closed; another108、 hand to guide guests entered the elevator; entered the elevator, the board should remain instructions, for the guests to rise as expected; If more than half-way lift the guests to leave, should the guests to say sorry or goodbye; female guests first access to the lift. 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