酒店受伤客人服务程序提要：如果事故发生在客房，受害者有朋友或亲戚陪同，则可以允许其对房间内设施的变更。发生事故的房间需要被双锁
www.liushuye.com酒店受伤客人服务程序
Objectives
目标
*To ensure that the injured guest is being treated with medical attention immediately.
确保受伤客人能够立刻得到医护。
*The life of the injured guest is safeguarded through prompt action.
通过及时的行动,保障客人生命安全。
Policy Statement
政策阐述
It is the hotel policy to ensure that any accident involving a guest is handled promptly to safeguard his live.
此项政策旨在确保任何客人受伤时能够迅速得到生命保障措施。
Procedures
程序
1.Once an accident occurs, the Security Manager or in his absence the Security Assistant Manager is informed immediately as well as the Guest Service Manager.
一旦紧急事件发生，保安部经理（其不在时为保安经理助理）和大堂经理应该被通知到。
2.First aid to be applied immediately with the readily provided First aid box and equipment.
利用现有的初步急救箱和设备，立刻实施初步急救工作。
3.Arrange to send the injured to the nearest clinic or hospital for treatment per hotel car – decided by the Guest Service Manager.
安排由酒店汽车（由大堂经理决定）将伤者送至最近的门诊或医院。
4.If the guest is in a severe condition, do not remove the guest at all, administer emergency treatment if possible, and arrange an ambulance.
如果伤者处于较危险的情况，不要移动，如果可能则安排紧急情况处理办法，同时安排救护车。
5.Get ready the service lift for the ambulance and medical crew so that prompt action can be taken.
为救护和医疗人员准备好服务电梯以便其迅速采取行动。
6.The injured is brought down through areas that are at the back of the house to avoid guest contact.
伤者经过的区域应该处于酒店后门处，以避免和客人接触。
7.A team member of the Security Department should be summoned to escort the injured to the hospital, to assist the injured.
保安部员工应该被召集并协助护送伤者至医院。
8.General Manager, Resident Manager and Security Department has to be informed immediately.
应立即通知总经理，驻店经理和保安部经理。
9.Contain the spread of the news of the accident by ensuring the team member involved maintain confidentiality.
确保相关人员控制事故扩散的机密性。
10.If the accident occurred in a guestroom, security team member is to be positioned to prevent unauthorized persons from entering.
如果事故发生在客房，安全部成员应该被设置在合理的位置，从而防止非相关人员进入现场。
Security is to ensure that the ambulance is directed to the loading dock area.
保安确保救护车直接到指定区域。
11.If the accident occurred in the guestroom and the victim is accompanied by a friend or relative, a change of room should be offered. The room which accident occurred may need to be double locked for further investigation purposes.
如果事故发生在客房，受害者有朋友或亲戚陪同，则可以允许其对房间内设施的变更。发生事故的房间需要被双锁，以便更进一步的调查。
12.If the victim is not accompanied by anyone, every effort must be made to contact the next of kin through information on his passport. The Embassy of guest nationality is to be contacted if necessary.
如果受害人没有人陪同，应该尽力按照护照上的联系方式联系其亲属。如果有必要，可联系该国籍的大使人员。
