交通瘫痪处置程序
OVERVIEW 总纲
When aircraft or railroadis outage, carry out the following procedures. 当地机场、火车站出现停运，无法正常运作的情况下的处置程序
POLICY 政策
TransportationFailure 交通瘫痪处置程序
OBJECTIVE 目标
Provide the necessaryhelp for guests. 为客人提供必要的帮助
PROCEDURE 程序
Afterreceiving the outage notice from local government, airport or railroad, hotelshould provide the necessary help for guests. 在接到政府部门或机场、铁路当局停运的通知时，酒店应尽可能为客人提供必要的帮助。
GSM should report thesituation to hotel site crisis team. 大堂值班经理应将此情况报告酒店危机管理团队
As a coordinator, FOM shouldpay attention to the information of government, airport and railroad to makesure the time, reason and recovery of the outage. 前厅部经理作为协调员密切关注政府部门或机场、铁路当局的相关信息，确认停运的时段、原因、恢复的时间
GSM should contact with thedriver who should notify the guests going to the outage station. 大堂值班经理联络酒店送客车辆，将此情况告知乘车去往停运地的客人
Front office should notifythe leaving guests the situation and provide the relevant hotline or website. 前厅部通知停运时段内预离客人，告知政府部门或机场、铁路当局停运的通知，并提示相关的热线电话或网址
HSKP should notify theguests the situation and provide the relevant hotline or website. 客房部发放客信告知住店客人政府部门或机场、铁路当局停运的通知，并提示相关的热线电话或网址
As the circumstances mayrequire, Front office and Reservation department should adjust the guest roomand notify the arrival guests the room information. 根据情况，前厅部和预订部调整房间，及时通知预抵客人调整情况
Depending on the size ofthe incident, FOM need to start using reasonable efforts to place currentguests at other hotels outside the airport using our sister hotels if theguests voluntarily consent to relocate to another hotel. 根据事件的大小 , 前厅部经理可以联络其他协作酒店，在征询客人同意的情况下，疏导因停运事件影响到的客人
GSM should report the adjustedroom information to the hotel site crisis team. 大堂值班经理汇总调整或变动的客人和房间信息，报告酒店危机管理团队。
F&B should open aBallroom for waiting guests to have rest. 餐饮部开放一个会议室，为临时等待的客人提供休息的地点
SEC should deploy post patrollingto prevent the groupment incidents. 保安部加派岗位巡视，防止群体性事件的发生
Notify the Guests and HotelSite Crisis Team immediately that the outage has been recovered. 当接到停运恢复的通知后，及时告知酒店危机管理团队和客人
