酒店危机公关手册(讨论稿

酒店危机公关手册(讨论稿内容摘要：

ies and timely munications. This needs to be followed up with media monitoring and responses where appropriate. 以下为 公关代表危机处理系列行动计划表。 鉴于危机种类的不同，危机处理的关 键在于正确的媒体传呼渠道， 信息传递的一致性以及媒体询问沟通的及时性。 这需要媒体监控以及反应 的合理跟进 Collate Information 信息收集 Brief Front Desk/ Reception Operators amp。 Sales 简 报 前厅 /接待中心 amp。 销售 Draft Holding Statements 起草 发言 Standby 备用 Disseminate 传播 M O N I T O R M E D I A R E P O R T S媒体报道监测 Draft Qamp。 A’s 问 amp。 答草稿 Brief Hotel Call Centre/Operator amp。 CRO / Draft Scripts 概述 呼叫中心 /总机 amp。 危机响应小组 /草案 Yes 是 No否 Press Conference? 记者招待会。 Yes是 No 否 Crisis 危机 No 否 Yes 是 PR INFORMATION COLLATION – COORDINATION WITH OPERATIONS公关信息整理 — 与运营管理之协调 Page 7 Asking the right questions aids the PR representative to collate pertinent information, craft media statements, brief the Hotel Spokesperson. Ensure that members of the Crisis Response Team feed important information to you as and when it bees available. 提出正确的问 题 以协助 公关代表整理有关资料 、 修饰 媒体发言，介绍 酒店发言人。 确保 危机反应小组 在可以 提供重要的信息 可用信息之时能够反馈到你 Let your respective heads of departments know the type of information you need. Explain that you need this to effectively deal with the media and protect hotel reputation and guest confidence. Information needs to be conveyed accurately and speedily to meet media deadlines. 让您各自部门的负责人知道 您所需要的信息 类型。 说明您需要 根据该等信息去 有效地处理与媒体 的沟通以确保 酒店的声誉和客户的信任。 信息需要 在最后期限内准确快捷地传到至媒体 Remember to establish a flow of information. Your colleagues are very busy during crises。 you have to “chase” people to get regular updates as numbers and other information change with time (eg. status of situation, number of casualties, closure and opening of facilities/hotel, etc) 请记住， 必须 建立一个信息流。 您的同事是在危机期间非常繁忙， 您必须以“ 追逐 ” 的 方式以期得到各相关人员定期给予的信息更新以及其他 随时间而改变的信息 （如 形势状况 ，造成的伤亡人数， 功能设施的 关闭和开放 /酒店等） Be well armed with information about the situation. Explain that you need to know more background information to be able to explain simply and clearly to the public. Assure that you will exercise discretion on what to release and clear with your bosses prior to municating with external parties. 以 良好的信息武装 控制形势。 解释说 您需要 得到并 了解更多的背景 信息 以便能够 对公众做好清晰简练的解释。 在对外信息沟通之前要首先确保与您的上级领导慎重沟通过需要公布及澄清的信息 1. Casualties 人员伤亡 People, lives and safety are top priority 人员、生命、安全应予首要考虑 Ascertain if there are any injuries or deaths. 弄清查明是否有任何的死亡或受伤者 What is the extent and nature of injury(ies)? 上海（受伤者）的性质以及范围是什么。 Get number of people involved. 事故人员名册 Have they been sent to hospital? Which hospital? 他们是否已经被送往医院。 哪家。 Have their family members and nextofkin been informed? 是否已通知他们的家属和近亲。 Will the hotel be sending staff to visit casualties in hospital? 酒店是否将安排员工去医院探访受伤人员。 Is hotel providing other forms of assistance? (eg. in repatriation, if needed) 酒店是否提供其他的援助（比如如有需要遣返回国） PR INFORMATION COLLATION – COORDINATION WITH OPERATIONS公关信息整理 — 与运营管理之协调 Page 8 Did hotel staff go out of their way to assist guests? How? 是否有酒店员工乐意的帮助了客人。 怎样的帮助。 Are there more people to be located? How many are still missing? 人员是否得到了最大的安置。 还有多少失踪者。 What is being done to locate them? 如何进行安置人员。 How can family members get information/updates about the status of their loved ones? 如何能够让其家人得到不断更新的人员现状信息 Contact details of information PR INFORMATION COLLATION – COORDINATION WITH OPERATIONS公关信息整理 — 与运营管理之协调 Page 9 2. Where Safety and Health is Concerned 关注安全与健康 What will be the impact on guest safety? 什么将会影响到客人的安全。 What are the risks? What is the likelihood that risks will increase? 有哪些风险。 风险的可能性会 怎样 增加。 Which areas are at risk, and which are not? 哪些区域有危机隐患，哪些没有。 Have risk areas been identified? 危机隐患区域是否已经被确实。 Have risk areas been isolated and contained? 危机隐患区域是否已经被隔离或者被包含。 What is the worst and best case scenario? 最好和最坏的案例场景是什么。 Was negligence involved on the part of staff? Was there a failure of equipment or systems? How? 是 否 疏忽涉及的部分工作人员。 是否有故障的设备或系统。 如何。 What is being done to address the lapses in people, equipment or systems? 正在做什么 以解决 人员、 设备 或系统 的失误。 What precautions/safety measures can/will the hotel take? 酒店将采取什么预防措施 /安全规程。